No calls or no recent calls displayed on Call Analytics reports - Basic troubleshooting
Applies to:
Any UCX Suite version
Description:
When running any report, Call Analytics returns 'No results matching your search were found.',
doesn't show recent calls or doesn't show calls at all.
Troubleshooting
A)
Open UCX Suite web page -> Admin -> users management
Make sure you have added all the users of your company.
Make sure those users all have 'first extension number' with the etxension number.
Make sure those users all have 'enable billing for first extension' ticked.
If those users have the partition field filled in, run Call Analytics guided configuration and load the proper driver (with partition) or vice-versa, if users don't have partition, make sure you have loaded the driver without partition.
B)
Make sure <StonevoiceAS>\Apps\BillyBlues\Engine\CCM5CDR\ shows recent files.
If it does not, please troubleshoot your Cisco system so that it publishes recent cdr's
Restart "CDR Agent" & "CDR Repository manager" services on CuCM
> from Cisco Unified Serviceability -> Tools -> Control Center - Network Services -> section 'CDR Services'
> and restart these services:
Cisco CDR Repository Manager
Cisco CDR Agent
C)
Open Call Analytics > Administrative Pages > Service Manager
Stop Call Analytics Service Host
Start Miner and Recorder manually by running these applications as administrator (right-click on the applications and choose 'Run as Administrator'):
<StonevoiceAS>\Apps\BillyBlues\Engine\Bminer.exe
<StonevoiceAS>\Apps\BillyBlues\Engine\BluesrecPro\BrecPro.exe
Check if the Recorder imports new CDRs and the Miner import the new calls.
Monitor any error. If any error, please send us a screenshot in response to this email.
Close the Recorder and Miner.
Open the Billing page > Administrative Pages > Service Manager
Restart Call Analytics Service Host
D)
Run Call Analytics guided configuration and make sure all VoiceGateway IP addresses are defined
Please double check also our online documentation: UCX Suite Configuration