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)
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Open UCX Suite web page -> Admin -> users management
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Make sure you have added all the users of your company.
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Make sure those users all have 'first extension number' with the etxension number.
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Make sure those users all have 'enable billing for first extension' ticked.
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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)
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Make sure <StonevoiceAS>\Apps\BillyBlues\Engine\CCM5CDR\ shows recent files.
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If it does not, please troubleshoot your Cisco system so that it publishes recent cdr's
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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:
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Cisco CDR Repository Manager
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Cisco CDR Agent
C)
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Open Call Analytics > Administrative Pages > Service Manager
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Stop Call Analytics Service Host
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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
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Check if the Recorder imports new CDRs and the Miner import the new calls.
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Monitor any error. If any error, please send us a screenshot in response to this email.
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Close the Recorder and Miner.
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Open the Billing page > Administrative Pages > Service Manager
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Restart Call Analytics Service Host
D)
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Run Call Analytics guided configuration and make sure all VoiceGateway IP addresses are defined
Please double check also our online documentation: UCX Suite Configuration