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CallPilot Reporter

CallPilot Reporter

CallPilot Reporter

(OP)
Have installed CP Reporter and CP Manager (v3.03).  on a Windoews 2003 Server. The Reporter installs as a Service and an ODBC Connection is also seen.

Currently we are able to login to Call Pilot Manager, but when we run Reporter, they do not run. OM's are turned on.
Suspect that there may be some settings for the ODBC cprt connection. Can anyone provide info. on what needs to be setup (if anything) for the System DSN ODBC "cprpt" that is installed e.g. Login/Database/Advanced Tabs. The Manual does not mention anything unfortunately.

RE: CallPilot Reporter

When you launch reporter, there is an option there to see how the Call Pilot Server got registered.  It will actually say it has connected to the server.  With Reporter, it is important you either login to the Webserver using the computer name or the IP address,you can't swap back and forth because it will change the destination of the OMs.  So what may have happened is that the initial login was done by IP and you are trying to access reports by logging in with the computer name; you will get nothing because the stats are connected with the IP address.  

RE: CallPilot Reporter

(OP)
I don't believe it had anything to do with the name nor the ODBC Driver. I tried changing the CallPilot Reporter to logon with a Local Admin account, as well as configured IIS to use the same account. Have to double-check tommorow, but it seemed to have worked once, before I called it quits for the day.

RE: CallPilot Reporter

Have you verified that you have a successful connection?  That is the real key.  I have neverhad to do anything with ODBC connections, did not have an issue with logins or anything of that nature.  You may want to do a log out and erase, and then log in again and verify a successful connection to the Call Pilot server.  And you should be good to go.  

RE: CallPilot Reporter

(OP)
Yes, CP Manager was logging in without any problems. We were only getting blank reports i.e no data.

With SP1 on 2003, you have to start the Reporter Service with a Admin Account and there are other IIS related that must be done. The only additional thing that was tried is using the same account as the Anonymous Account that IIS uses.

Thanks for reply.

RE: CallPilot Reporter

Do you have the correct version of Java Runtime installed?
If you have a newer version than Callpilot Reporter uses you will get blank reports.

RE: CallPilot Reporter

(OP)
Yes, I have installed on 2 test machines now...one has a newer version of Java, which is giving me Blank Pages, so I cannot display records, but can save them in pdf format. Works fine. This one is a Windows 2000 PC running IIS.

The other Server (Windows 2003, IIS 6) has the correct Java, but blank records. I believe this Server is not connecting i.e. even though the CP Manager Connects, the reporter portion is not bringing down the OM's (probably because they are associated with the first server??). One of comments was that OM's are associated to the WebServer. How do I clear this association to the first server? Is it cached somewhere? I am not seeing a connected message in the System Log for this Server.

RE: CallPilot Reporter

It can be registered to the original server.  You have to do a logout and erase on the first server to stop the reports going there.  

RE: CallPilot Reporter

(OP)
Thanks for the help so far. Yes, you were correct in that the "Logout & Erase" terminates the association with the First Server.

However, this is where I am now. I AM able to see the CONNECTED message from the second Server. But when I run the Reports, still BLANK. Channel Usage Report shows 0, and all other reports are showing completely blank except for the headers. No Data is getting pulled from the Call Pilot Server. Am I missing something?

RE: CallPilot Reporter

There is a new PEP out for Call Pilot, SU05, which has a lot of fixes for Reporter, especially running on 2003.  Are you up to date on PEPs and the Manager?  

RE: CallPilot Reporter

(OP)
Not really upto Date with PEPS. We were sent the current version of CP Manager/Reporter by the Vendor i.e version 4.x, although we are on version 3.x on the Server Side. We did try to install 4.x client side, to see if made any difference, but no Cigar.

This is what I am thinking now. We have 2003 Enterprise Installed at the WorkPlace. Is it possible that this OS is not supported by the application? The Document says Windows 2003 Standalone Server. I currently have it working in Windows 2000 Professional, but whenever I try the install on our companies 2003 Enterprise Server, it does not work i.e. connects, but no records in the reports.

RE: CallPilot Reporter

2003 is supported with 4.0 Manager; However, to talk to the 3.0 Call Pilot server, the server has to be at a certain PEP level to support the Report Manager at a different level.  Unfortunately, I don't have any 3.0 servers out in the field, just the 2.2.  We do have the Call Pilot Manager 4.0 working on a 2003 server talking to a 2.2 server, but you may want to double check the PEP levels everywhere.  

RE: CallPilot Reporter

(OP)
Can you confirm if you have 2003 Advanced or 2003 Enterprise version installed?

RE: CallPilot Reporter

It is 2003 Advanced.  

RE: CallPilot Reporter

Here is a note from the planning and install guide regarding OS on the reporter server:

For Windows 2000, the Advanced Server and DataCenter Server
versions are not supported. For Windows 2003, the Standard Server version is supported. Future support for both enterprise and DataCenter versions is planned.

Are you sure you don't mean 2000 server advanced. As far as I know 2003 only is offered as "standard, enterprise, or datacenter" and not "advanced".

I too am getting blank reports with no data except for the headers on the page.

Fishax, let us know if you come up with something and I will do the same.

Thanks
Rob

RE: CallPilot Reporter

(OP)
Yes, sorry, I meant 2003 Standard (not advanced).

Well, I have test planned tommorow on Advanced 2000 Server. I did have it working on 2000 Pro with IIS 5.0, so fairly confident that it will work for Advanced Server. Will keep you informed on the steps taken. (Had made a bunch of configuration changes on 2k Pro, and will post them once I know which exactly what the minimum is required to get this to work. If you want Rob, here are some steps that had been attempted (although I am not sure if all required or not) that you can test.
- Created Local Admin Account (part of Administrators Group)
- Start Reporter Service with this Local Admin Account
- For IIS, the Anonymous Account was changed to this Local Admin Account used for connection.

Please note, that on my machine, the Java version was messed up, so I had to Schedule the Report and save it as pdf to my local machine. I was getting pdf reports with Data.

Also, when you login and launch Reporter, your System Log should indicate a message that you are connected (Basically a temporary ODBC Connection is created on the Call Pilot Server). When you "Logout and Erase", the ODBC configuration is cleared automatically on the Call Pilot Server.

Hope this info. helps. :)

RE: CallPilot Reporter

Distributor Technical Reference Bulletin
Bulletin Number: DTR-2005-0226-Global
Date: 12 July 2005

When using CallPilot Reporter, for proper operation of Java on Netscape 6.2 or Microsoft Internet Explorer 6.x, J2SE version 1.3.1 must be installed. If you have an earlier or laterversion of J2SE, it must be uninstalled first. J2SE versions can be downloaded from http://www.nortel.com, http://www.java.sun.com or the CallPilot 4.0 Applications CD.

I believe this is true for all CallPilot and CallPilot Repoter versions

RE: CallPilot Reporter

(OP)
I have had No luck. Have tried Win2k SP3, Win2k SP4 and still getting blank reports. Only Headers showing. Am getting connected to the Server, but blank reports. Have even tried the 4.04 client.

Anyluck Rob at your end?

RE: CallPilot Reporter

Are you getting a report with headers and no stats? or is the report not coming up?  

RE: CallPilot Reporter

(OP)
Report with headers and no stats

RE: CallPilot Reporter

Have you checked the actual Call Pilot server to see if there was any reason why OM's might have stopped sending the stats?  Perhaps a reboot of the Call Pilot Server might be necessary for it to resume sending stats out.  They can shut down if it doesn't know where to send the stats to.  

RE: CallPilot Reporter

(OP)
Haven't tried rebooting CP Server(s). But I do know that when CP Reporter is installed on Windows 2000 Professional, SP4, IIS 5, I do get the stats. We have 3 separate instances of CP Servers, and none of them are sending down the OM's when installed on Windows Servers. So ruled out the Rebooting Option, since I know that connection is being made. Even the logs indicate connection is made. I am thinking it has something to do with Server Security related.

RE: CallPilot Reporter

(OP)
Are there any tools to trace problem?

RE: CallPilot Reporter

Since you have been changing servers so often; it is sending the stats by computer name.....is the computer name registered with DNS/WINS so that the Call Pilot Server can resolve the name?  

RE: CallPilot Reporter

(OP)
Just an update.
I did get it working with Windows 2000 Advanced, SP3 as well as 2003 Enterprise Server. Scheduled a report to run overnight and save to a pdf file and worked fine after it ran (somehow the association between the WebServer+Call Pilot Server was established when the report got scheduled to run overnight).

On the Production Server, for some reason, the CP Reporter just wont install. It tries to configure the SQLANY_cprt ODBC connection but fails. Has anyone seen this?

RE: CallPilot Reporter

This might be the issue with loading CallPilot Reporter to your production server:

Facts: Standalone Web Server, CallPilot Reporter, Windows 2000 server, Windows 2003 server
Symptoms:
ODBC configuration for Adaptive Server Anywhere pops up during install, Install stops at cprptic.dll during install, ODBC configuration for Adaptive Server Anywhere pops up during install

Cause: Installing CallPilot Reporter via Remote Desktop.
Fix: Install CallPilot Reporter directly on the console of the server. Install of Reporter is currently not supported by installing through a terminal server session.

RE: CallPilot Reporter

Fishax - What steps did you perform to finally collect stats on the 2003 server (25-apr-2006)? I have the same issue...Thanks in advance.

RE: CallPilot Reporter

(OP)
Thanks spdrake for that. It was being installed remotely. I will try the Local Install.

As mentioned, just created a local admin account, then for the Anonymous Account in IIS, I used this account for Web Default, then for the Reporter Service, used this account as well. Then connected and scheduled a report to run overnight (making sure NOT to Logout and Erase).
With SP1, there are a few more Security steps. Can dig it up if you wish.

RE: CallPilot Reporter

I would greatly appreciate any other security steps you have to offer for troubleshooting.  I finally have stable access to reporter with no errors in Log view, but no OM data is flowing to the report server.
Thank you in advance,

RE: CallPilot Reporter

(OP)
Is your System Log showing that you are connected to CP Server when you run reporter?

RE: CallPilot Reporter

Well, that is a good place to start.  The System Log does not include an entry for "Connection established".  Should it?  Entries in the System Log are for On Demand Alert check, Purge operation, and Alert Check.  

RE: CallPilot Reporter

(OP)
Yes, the System Log has to have the entry that you are connected. Sometimes you have to click on it couple of times for it to show up. Once the connection is established,on the CP Server itself, it creates an ODBC connection entry (under System DSN if I recall correctly). As soon as you hit Logout and Erase, this ODBC Connection dissappears.

Could it be that you already have another connection with another instance? Check the CP Server to verify that you do not have this cprpt ODBC Connection.

If not, then your instance is not establishing connection. I would check the IIS setup. If you have SP1, 2003 Server, then there are certain DCOM Permissions involved as well.

RE: CallPilot Reporter

I have been told that if Terminal Services / Remote Desktop is installed and running on the CallPilot Report server, it will be unable to connect with the CallPilot server to collect hourly stats.  Is this a true statement?  Fishax, I assumed from your threads that you are in a terminal services  environment.  When you have an opportunity, please let me know. Thanks in advance.  

RE: CallPilot Reporter

(OP)
I will confirm for you.

One thing I do know that with Enterprise 2003 SP1, we were not able to connect to the CP Server, even though we followed instructions to configure DCOM to allow Anonymous and Everyone Access. Once we uninstalled SP1, the Reporter was able to connect fine (as seen in system log). I am assuming that you are saying that with TS, you are able to connect to CP Server (indicated in System Log), but stats just don't download. Have you tried scheduling the reports overnight to a pdf file to see if it does poll the CP Server?

RE: CallPilot Reporter

(OP)
Did not get a chance to test with TS. The production environment is working well and do not want touch it now. All I can tell you is that we do have TS running. We normally schedule the reports to run overnight to a pdf file, and we are seeing data. For that, you need a local Admin account, and the Reporter Service should start up with this account (at least that is what we have and it is working fine).

Hope this helps in anyway.

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