IC Scheduled Reports Installation and Configuration Guide

IC Scheduled Reports
Installation and Configuration Guide
Interactive Intelligence Customer Interaction Center® (CIC)
2017 R1
Last updated August 30, 2016
(See Change Log for summary of changes.)
Abstract
Scheduled Reports is a reporting tool that schedules Crystal Reports to run and distributes
the generated reports to multiple locations. Reports are scheduled to run automatically and
can be generated and distributed in several formats. Use this tool if your business requires
specific reports on a regular basis and if you distribute reports to multiple locations. This
documentation covers the IC Scheduled Reports Installation and Configuration Guide.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
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DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR
OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR
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OR METHODS DOCUMENTED BY INTERACTIVE.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Table of Contents
Introduction ................................................................................................ 5
About this information ................................................................................ 5
Reference information......................................................................................... 5
Overview..................................................................................................... 6
Architecture ................................................................................................ 7
IC Database ........................................................................................................ 7
IC Handlers ......................................................................................................... 7
Monitoring Service .............................................................................................. 7
Scheduled Reports Client application .................................................................. 7
System requirements .................................................................................. 9
IC Server ............................................................................................................. 9
Supported server versions ............................................................................................. 10
IC Server software requirements ...................................................................... 10
Microsoft .NET Framework ............................................................................................ 10
IC Database Server ........................................................................................... 10
Scheduled Reports Monitoring Server ............................................................... 11
Scheduled Reports Administrator Desktop ........................................................ 11
Installation tasks ...................................................................................... 12
Install Scheduled Reports installation files ....................................................... 12
Install the Scheduled Reports Monitoring Server (SRMS) ................................. 12
Verify the Custom Passthrough Log is active ............................................ 14
Install the Scheduled Reports Client (SRC) ....................................................... 15
Configure the Scheduled Reports installation ........................................... 16
Configure the Scheduled Reports Monitoring Service ........................................ 16
Work with the ININ Scheduled Reports Configurator Tool ................................ 17
IC Connection tab .............................................................................................. 17
DB (Database) Connection tab .......................................................................... 17
Error Notifications tab ....................................................................................... 18
Scheduling tab .................................................................................................. 19
Reporting tab .................................................................................................... 19
Complete the configuration ....................................................................... 21
Start the Scheduled Reports Service ................................................................. 22
Configure IC Server Parameters ........................................................................ 22
Install the Scheduled Report Results Custom Report ........................................ 25
Provide View Report Access Rights ................................................................... 26
Create reports and define filters ............................................................... 26
Appendix A: Server setup .......................................................................... 27
Scheduled Report Handlers ............................................................................... 27
Install Scheduled Reports ................................................................................. 27
Appendix B: Change Custom Reports ........................................................ 28
Date and Time Input Parameters ...................................................................... 28
Input Parameters .............................................................................................. 28
Appendix C: Run an Interaction Reporter report or a Report Assistant
report using command line parameters .................................................... 29
Windows shortcut examples ............................................................................. 30
Change Log ............................................................................................... 31
Introduction
Scheduled Reports is a reporting tool that schedules reports to run and distributes the
generated reports to multiple locations. Reports are scheduled to run automatically and can
be generated and distributed in several formats. This scheduling tool allows businesses to
generate specific reports on a regular basis to create a schedule to run the reports and
distribute them to multiple locations. Reports can be scheduled to run during periods of lowcall volumes, resulting in a more efficient server use.
This document includes:
•
•
•
•
•
•
•
•
•
•
An overview description of the Scheduled Reports application, the Scheduled Reports
architecture, and the Scheduled Reports database setup
Installation instructions for the Scheduled Reports Monitor Server (SRMS)
Instructions on how to verify that the Custom Passthrough Log is active
Installation instructions for the Scheduled Reports Client (SRC)
An overview description of the Scheduled Reports Monitoring Service
Steps to show how to work with the ININ Scheduled Reports Configurator Tool and the
Configuration Checklist Tool
Configuration instructions for the SR_UpdateUserAccessTable IC Handler
Steps to show how to start the Scheduled Reports service
An overview description of the CIC server parameters
Instructions on how to install Scheduled Report Results Custom Reports and provide
View Report Access Rights
About this information
The information in this guide is for CIC Administrators, Scheduled Reports Administrators,
business managers, and users responsible for generating and managing reports. Users also
include partners, planners, installers, administrators, and end users who plan to use the
Scheduled Reports Client application to generate and distribute business reports regularly.
Reference information
Because Scheduled Reports is integrated with CIC, additional technical references, online
Help, and links are referred in this document. These documents are available in the
Documentation Library on your IC server. The Documentation Library can also be accessed
from the Product Information website at: http://help.inin.com.
The following technical references, online Help, and links can provide additional information
for reporting in CIC.
•
•
•
•
IC Scheduled Reports User Guide
IC Reporting Guide
Reporting Help system
Interactive Intelligence Product Information website at
https://my.inin.com/products/cic/Pages/default.aspx
IC Scheduled Reports Installation and Configuration Guide
5
Overview
The Scheduled Reports Client application lets Customer Interaction Center users schedule
reports (to run daily, weekly, monthly, or yearly basis) and distribute them to multiple
locations. The reports can be generated in different formats, such as Adobe Acrobat®
(PDF), Microsoft® Excel (CSV), Microsoft® Word, and many other Crystal support export
formats. Reports can be automatically distributed through an e-mail message, saved to a
file, or printed.
The Scheduled Reports Client application consists of four main components:
•
•
•
•
The Database contains configuration information for each scheduled report.
The IC Handlers receive the notification from the Monitoring Service at the time a
scheduled report is ready for distribution.
The Monitoring Service sends a notification to the IC Handlers to run a scheduled
report, and monitors for updates to the database.
The Scheduled Reports Client application is the user interface for CIC and Scheduled
Report administrators to schedule the running and distributing of reports.
IC Scheduled Reports Installation and Configuration Guide
6
Architecture
The architecture of the Scheduled Reports application can handle all types of CIC Platform
deployment. Do you have one central logging database server with numerous IC servers
logging data to it? Do you have one IC server with one logging database server? Do you
have a one to one relationship between your IC servers to your logging database servers?
Use the answers to these questions to determine the best way to implement Scheduled
Reports for your environment.
The four main components to the Scheduled Reports implementation are: (1) Database,
(2) IC Handlers, (3) Monitoring Service, and (4) Scheduled Reports Client.
IC Database
The database tables are scheduled reports-specific tables added to the IC Data Repository,
typically called the i3_ic database. These tables hold the configuration data for the
Scheduled Reports Client application. The tables (SR_*) are automatically deployed to the
IC Database during the update.
IC Handlers
The handlers installed on the IC server run the scheduled reports and deliver them to the
proper location. The IC Handlers receive notifications from the Monitoring Service when a
scheduled report is designated to run. From the notification, the IC Handler queries the
Database to get the correct output destinations for the scheduled report.
Monitoring Service
The main function of the Monitoring Service is to send a notification to the IC Handlers when
a scheduled report is queued to run. It also monitors the Database tables, in five-minute
intervals, for changes to the current scheduled reports. Changes to scheduled reports, using
the Scheduled Reports Client application, take effect within five minutes. This Windowsbased service is installed on machines that are always turned on. The Monitoring Service is
low maintenance and requires minimal processor speed to run.
Scheduled Reports Client application
The Scheduled Reports Client application allows CIC and Scheduled Reports administrators to
schedule when reports run, configure report parameters, and to setup report destinations.
The client application stores the configuration to the Scheduled Reports Database.
IC Scheduled Reports Installation and Configuration Guide
7
The following table details each environment type and the components installation
locations:
Environment
Type
Database
(DB) Tables
Handlers
Monitoring
Service
Client
Application
1 IC*, 1 DB*
Install on 1
DB* Server
Install on 1
IC* Server
Install on
one machine
Install on each report
Administrator desktop
N* IC*, 1 DB*
Install on 1
DB* Server
Install on all
IC* Servers
Install on
one machine
Install on each report
Administrator desktop
N* IC, N* DB*
(One to One)
Install on each
DB* Server
Install on all
IC* Servers
Install on
one machine
Install on each report
Administrator desktop
*IC = Customer Interaction Center Server, DB = Customer Interaction Center database server, N = Multiple
The following illustration is a visual representation of the Scheduled Reports architecture:
Each IC server runs custom handlers
to generate the reports requested to
their output destinations (E-mail, File
Output, Printer).
Window-based service
notifies CIC server when
scheduled reports are to
be executed.
IC Servers
Scheduled Reports
Monitoring Server
Window-based service
monitors scheduled report
configurations across all
enterprise-wide data
repositories for next
execution time.
Call Center
Stats
Call Center
Stats
Call Center
Stats
I3_IC db
I3_IC db
I3_IC db
IC Data
Repositories
Custom tables are
added to the i3_IC db
to maintain all
scheduled reports
configurations.
Client application connects to
one IC Data Repository at a
time allowing the administrator
to only manage the scheduled
reports in that location.
Scheduled Reports
Client Application
IC Scheduled Reports Installation and Configuration Guide
Scheduled Reports client
application is used by the report
administrators to configure
scheduled reports.
8
System requirements
For more information about installing the IC server and its requirements, see the CIC
Installation and Configuration Guide in the Documentation Library on your IC server. The
latest version of this document can also be accessed from the Documentation Library on the
Interactive Intelligence website at: http://help.inin.com.
IC Server
Interactive Intelligence requires that the IC server hardware is verified as “acceptable” for
the CIC installation process.
The Interactive Intelligence Test Lab site (http://testlab.inin.com/) contains a list of servers
verified to work with Interactive Intelligence products. If you have a server that you would
like to be verified, contact the server verification team. Interaction Server verification
provides official Interactive Intelligence verification to partners with specific server and
hardware configuration needs. Verification is based on vendor and predetermined
configuration.
H
H
For comprehensive requirement information, see Chapter 3: IC Server in the CIC
Installation and Configuration Guide. The IC server topic discusses the following
requirements and pre-installation procedures:
•
IC Server minimum hardware requirements
•
Recommendations for typical large-scale IC implementations
•
Virtualization
•
IC Server software requirements
•
IC Server configuration recommendations – pre- and post- Windows OS installation
•
Recommended third party tools
•
Anti-virus requirements and Best Practices
•
Interactive Intelligence QoS driver
•
Security-related settings
•
Create and configure the IC administrator account
•
Install and configure the email client
•
Plan license assignment and allocation
•
Order and generate the CIC license
•
Set up your CIC installation media
•
(Optional) Install SNMP
•
(Optional) IC Survey System
•
For IC server installation instructions, see Chapter 11: IC Server Installation and
Chapter 12: IC Setup Assistant in the CIC Installation and Configuration Guide.
IC Scheduled Reports Installation and Configuration Guide
9
Supported server versions
•
Microsoft Windows Server 2012 R2 (64-bit)
Supported in CIC 2015 R1 and later
Download and apply Microsoft KB article 2919355
•
Microsoft Windows Server 2008 R2 SP1 (64-bit)
Note: CIC 2015 R1 and later does not support Windows XP. See the Interactive Intelligence
Product Information website at https://my.inin.com/products/cic/Pages/SoftwareRequirements.aspx for database support updates.
H
IC Server software requirements
This section describes software requirements for the IC Server.
Microsoft .NET Framework
Microsoft .NET Framework 4.5.2
•
Required for CIC 2016 R1 or later
•
Windows Server 2012 R2: If not installed via Windows Update, install .NET Framework
4.5.2 from \Third Party Installs on the CIC 2016 R1 or later .iso
•
Windows Server 2008 R2: Install .NET Framework 4.5.2 from \Third Party Installs on the
CIC 2016 R1 or later .iso
Microsoft .NET Framework 4.0
•
Required for CIC 2015 R1 through CIC 2015 R4
•
Windows 8 and Windows 8.1: .NET Framework 4.x included. Required for Windows 8
only: Download and apply Microsoft KB article 2750149.
•
Windows 7: Install the full framework profile of Microsoft .NET Framework 4
from IC_WorkstationPreReqs share
Microsoft .NET Framework 3.5
•
Windows Server 2012 R2: Install in Server Manager->Add roles and features. Note: See
Microsoft KB article 2734782 for known issue.
•
Windows Server 2008 R2: Install in Server Manager->Features
IC Database Server
Complete the database requirements to configure the IC database by running IC Setup
Assistant as part of a new IC installation. These tables are preceded by SR_* in the IC
Database, where * is the name of the table.
Refer to Chapter 8: Database Server in the CIC Installation and Configuration Guide for
comprehensive requirement information.
The Database Server topic discusses the databases supported in IC and provides database
server requirements, planning, installation, and maintenance issues, including:
•
•
•
•
IC database configuration
IC database configuration options
Reporting tables
Interaction Recorder tables
IC Scheduled Reports Installation and Configuration Guide
10
•
•
•
•
•
•
•
•
Interaction Tracker tables
Interaction Optimizer tables
Interaction Feedback tables
Interaction Process Automation tables
SQL Server
Oracle
Data retention
Required database information
Scheduled Reports Monitoring Server
Microsoft Windows 8.1 (32-bit and 64-bit)
• Supported in CIC 2015 R2 and later
• IC User Applications, IC Business Manager Applications, IC Server Manager Applications
supported
Microsoft Windows 8 (32-bit 64-bit)
• Supported in IC 4.0 SU 3 to SU 6, CIC 2015 R2 and later
• IC User Applications, IC Business Manager Applications, IC Server Manager Applications
supported
Microsoft Windows 7 SP1 (32-bit and 64-bit)
• IC User Applications, IC Business Manager Applications, and IC
Server Manager Applications supported
• Microsoft .NET Framework 4.0
• Scheduled Reports Configurator
• Oracle 11.2.0.2.0 administrator client or instant client with SQLPlus. SQLPlus is required.
(only necessary if using Oracle for database)
Note: CIC 2015 R1 and later does not support Windows XP.
Scheduled Reports Administrator Desktop
Microsoft Windows 8.1 (32-bit and 64-bit)
• Supported in CIC 2015 R2 and later
• IC User Applications, IC Business Manager Applications, IC Server Manager Applications
supported
Microsoft Windows 8 (32-bit and 64-bit)
• Supported in IC 4.0 SU 3 to SU 6, CIC 2015 R2 and later
•
IC User Applications, IC Business Manager Applications, IC Server Manager Applications
supported
Microsoft Windows 7 SP1 (32-bit and 64-bit)
• IC User Applications, IC Business Manager Applications, and IC
Server Manager Applications supported
• Microsoft .NET Framework 4.0
• Scheduled Reports Client Application
• Oracle 11.2.0.2.0 administrator client or instant client with SQLPlus. SQLPlus is required.
(only necessary if using Oracle for database)
Note: CIC 2015 R1 and later does not support Windows XP.
IC Scheduled Reports Installation and Configuration Guide
11
Installation tasks
CIC and Scheduled Reports administrators have three core tasks when installing Scheduled
Reports: (1) Scheduled Reports Monitor Server (SRMS) Installation, (2) Verifying that the
Custom Passthrough Log is Active, and (3) Scheduled Reports Client (SRC) Installation.
Note: Before starting the Scheduled Reports Monitor server (SRMS) installation, review
the following topics:
•
•
•
•
Overview
Architecture
System Requirements
Database Setup
Install Scheduled Reports installation files
The IC Scheduled Reports installs and related files are available to install from the
Interactive Intelligence Customer Interaction Center (CIC) .iso file. The install is located
under \Installs\Off-ServerComponents.
1. If you have not done so already:
a. Download the CIC 2015 R1 or later .iso file from the Interactive Intelligence
Product Information site at https://my.inin.com/products/Pages/Downloads.aspx.
b. Copy the .iso file to a file server (non-IC server) with a high bandwidth connection
to the server(s) on which you will be running the CIC installs.
c. Mount the .iso file and share the contents to make them accessible to the
server(s) on which you will be running the CIC installs.
2. Navigate to the \Installs\Off-ServerComponents directory on the file server.
3. Copy the Scheduled Reports .msi for 2015 R2 or later file to the 64-bit Windows Server
server operating system machine on which you plan to run this install.
Install the Scheduled Reports Monitoring Server (SRMS)
The main function of the Scheduled Reports Monitoring Service is to send notifications
to the IC Handlers when a scheduled report is ready to run. It also monitors the Scheduled
Reports Database tables on five-minute intervals for changes to current scheduled reports.
Note: Before you install the Scheduled Reports Monitor Server application, first install
Microsoft .NET Framework 4.0. This installation is a requirement for monitoring servers
running Scheduled Reports. For more information, see IC Server software requirements in
the System requirements section.
IC Scheduled Reports Installation and Configuration Guide
12
To install the Scheduled Reports Monitor Server:
1. From the shared location, double-click ScheduledReportsServer.msi. The Scheduled
Reports Monitor Server for CIC Setup dialog opens.
2. Click Next. The Custom Setup dialog opens.
3. Optionally click the Scheduled Reports Monitor Server icon to access the custom
installation features.
4. Optionally select the way features are installed by clicking the appropriate feature icon.
5. Click Next. The IC Server Name dialog opens.
6. In the IC Server Name field, enter the IC server to which you want to connect.
Note: If you have multiple IC servers to which Scheduled Reports communicates,
enter only one IC server name now. Additional IC server names are defined with the
ININ Scheduled Reports Configurator Tool later in the implementation.
7. Click Next. The Ready to install Scheduled Reports Monitor Server dialog opens.
8. Click Install to begin the installation process. The Installing Scheduled Reports
Monitor Server dialog opens. It displays a Status bar and messages as the installation
progresses.
9. When the installation is complete, click Finish in the Completed the Scheduled
Reports Monitor Server Setup Wizard.
10. The You Must Restart Your System dialog displays when a restart is required to finish
the configuration changes made to Scheduled Reports Monitor Server. Click Yes to
restart your system.
IC Scheduled Reports Installation and Configuration Guide
13
Verify the Custom Passthrough Log is active
An important post-installation task is required when the Scheduled Reports Monitor
Server (SRMS) installation is complete. The CIC and Scheduled Reports Administrator
must verify that the Custom Passthrough Log is active.
Scheduled Reports handlers insert data into the SQL Server or Oracle database using the
LoggingCustomPassthrough tool step. Microsoft Message Queuing (MSMQ) lets users
reliably send data to custom logging tables with the same reliability as IC data. Since this
tool step is being used, Custom Passthough is required on the Customer Interaction Center
(CIC) server.
To verify that the Custom Passthrough Log is active:
1. Open Interaction Administrator.
2. Click the System Configuration node and then click the Report Logs container.
3. Double-click Custom Passthrough Log. The Report Log Configuration dialog opens.
4. On the Basic tab, ensure the Active check box is selected.
Note: This dialog is the only location where Custom Passthrough is established
for an IC server.
5. Click OK to save your changes and close the Custom Passthrough Log.
IC Scheduled Reports Installation and Configuration Guide
14
Install the Scheduled Reports Client (SRC)
The Scheduled Reports Client allows CIC and Scheduled Reports administrators to
schedule when a report runs, configure report parameters, and setup report destinations.
The client application stores the configuration to the Scheduled Reports database.
To install the Scheduled Reports Client:
1. From the shared location, run the Scheduled Reports .msi for 2015 R2 or later. The
Scheduled Reports for CIC Setup dialog opens.
2. Click Next. The Custom Setup dialog opens.
3. Optionally click the Scheduled Reports Client icon to access the custom installation
features.
4. Optionally select the way features are installed by clicking the appropriate feature icon.
5. Click Next. The IC Server Name dialog opens.
6. Enter the IC server to which you want to connect.
7. Click Next. The Ready to Install Scheduled Reports dialog opens.
8. Click Install. The Installing Scheduled Reports dialog opens. It displays a Status
bar and messages as the installation progresses.
9. When the installation is complete, click Finish in the Completed the Scheduled
Reports Setup Wizard.
IC Scheduled Reports Installation and Configuration Guide
15
Configure the Scheduled Reports installation
Perform the following required configuration tasks before you run the Scheduled Reports
Client application:
1. Configure the Scheduled Reports Monitoring Service.
2. Work with the ININ Scheduled Reports Configuration Tool.
3. Work with the Configuration Checklist Tool.
4. Configure the SR_UpdateUserAccessTable IC Handler.
5. Start the Scheduled Reports Service.
6. Configure the IC server parameters.
7. Install the Results Custom Report.
8. Provide View Report Access Rights.
Configure the Scheduled Reports Monitoring Service
The Scheduled Reports Monitoring Service has numerous functions. Its main objective
is to send notifications to a Customer Interaction Center (CIC) server when a Scheduled
Report is ready to run.
The Schedule Reports Monitoring Service functions include:
•
•
•
•
Maintaining internal listing of active Scheduled Reports across all CIC servers.
Connecting to multiple IC Data Repositories by the Database Connection String stored
on each CIC server.
Polling Scheduled Reports database for changes to internal listing of scheduled reports.
Sending notification to CIC server to run a Scheduled Report configuration.
Note: The monitoring service is integral to the Scheduled Reports Client application.
Without this service, Scheduled Reports cannot run.
IC Scheduled Reports Installation and Configuration Guide
16
Work with the ININ Scheduled Reports Configurator Tool
The ININ Scheduled Reports Configurator Tool is used during the initial configuration
process. This tool allows CIC and Scheduled Reports administrators to set up the Customer
Interaction Center (CIC) server IC data repository. This tool is packaged in the Scheduled
Reports Monitoring Service installation.
To work with the ININ Scheduled Reports Configurator Tool:
1. Open the Start Menu, select All Programs, and then choose Interactive
Intelligence.
2. Select Scheduled Reports Configurator. The ININ Scheduled Reports
Configurator Tool dialog opens.
IC Connection tab
The IC Connection tab allows CIC and Scheduled Reports administrators to complete the
IC connection parameters for the Customer Interaction Center (CIC) server.
To work with the IC Connection tab:
1. Open the File menu and select New Server. The IC Connection tab opens and the
curser flashes in the Server Name field.
2. In the Server Name field, enter the name of the IC server.
Note: If you are configuring Scheduled Reports to connect to an IC server that is
configured as a switchover pair, enter the name of the current primary server. Do not
enter the name of the backup server in the Server Name box. Do not create another
server instance for the current backup server.
3. In the User Name field, enter your CIC user name.
4. In the Password field, enter your CIC password.
Note: Use your CIC username and password, not your Windows-based credentials.
5. Click Connect to Server. The ININ Scheduled Reports Configurator Tool confirms
a successful connection to the IC server.
DB (Database) Connection tab
The DB Connection tab allows CIC and Scheduled Reports administrators to complete the
database connection parameters for the Customer Interaction Center (CIC) server.
To work with the DB Connection tab:
1. Click the DB Connection tab.
2. In the DB Type field, select the type of database (SQL or Oracle) for the database
connection. The selected database displays in the Provider field.
3. In the Data Source field, enter the date source for the database connection.
Note: For SQL, this data source is the database server name—not the OBDC DSN. For
Oracle, this is the Service Name as configured when installing the Oracle client.
4. In the DB Username field, enter the username for the database connection.
IC Scheduled Reports Installation and Configuration Guide
17
5. In the DB Password field, enter the password for the database connection.
6. In the DB Name field, enter the name of the database for the Scheduled Reports tables.
7. To modify the keywords of the connection string manually, select the Manual Override
check box.
8. Click the Test Connection button. The Scheduled Reports Configurator Tool dialog
confirms a successful connection to the SQL/Oracle database.
The Test button checks the database connection string. If the connection string is
invalid, a message displays with the details of the connection failure. If you use Oracle
DBMS, the Oracle Client installation is a prerequisite. You can download the client which
includes the "Oracle Database Utilities" from:
http://www.oracle.com/technetwork/database/enterprise-edition/downloads/112010win32soft-098987.html under "Oracle Database 11g Release 2 Client (11.2.0.1.0) for
Microsoft Windows (32-bit)".
H
Note: Storing the database connection string is crucial to the Scheduled Reports Client
application. The client application uses the SR_DBConnectionString server parameter
to communicate with the database. Also, the Scheduled Reports Monitoring Service
uses the same connection string to monitor configured Scheduled Reports. If the
connect string is not set properly, neither application works.
This server parameter is stored as ENCRYPTED. Do not modify it for any reason. Any
modification breaks the connection.
For detailed information about the Oracle Client, including installation and configuration,
database maintenance, table space planning, and more, see the Oracle section in
Chapter 8 Database Server of the CIC Installation and Configuration Guide in the CIC
Documentation Library.
Check the CIC Documentation Library on the Support website at
https://my.inin.com/products/cic/documentation/index.htm.
Error Notifications tab
Use the Error Notifications dialog to allow e-mail error notifications to be sent to the
IC Administrator and to create a customized list of e-mail addresses for error notification.
Receive Error Notifications
Select this box to allow error notifications to be sent to the CIC system administrator. The
default value for this box does not contain a check mark in the check box.
Use Custom E-mail Address
Select this box to send error notifications to a customized list of e-mail addresses. Add or
delete e-mail addresses in the E-mail Addresses box.
E-mail Addresses
Use this box to add custom e-mail addresses for error notifications. Add, Edit, or
Delete e-mail addresses using the buttons below the box.
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Scheduling tab
The Scheduling tab allows CIC and Scheduled Reports administrators to set file overwrite
frequency values, valid time and interval settings, and available scheduling times for users
when they generate scheduled reports.
To work with the Scheduling tab:
1. Click the Scheduling tab.
2. In the File Overwrite Frequency field, select the appropriate overwrite frequency
check boxes.
Note: The File Overwrite Frequency is the value that determines when reports saved
to a file share can be overwritten.
3. In the Scheduling Interval (minutes) field, enter a scheduling interval or click the
up/down arrows to make a selection.
Note: This parameter identifies the number of minutes between which scheduled
reports can be scheduled and is used with Valid Time field. Using the Valid Time and
Interval settings, the application fills the scheduled Run Time field in the client with
numerous times the scheduled report can be run.
4. In the Available Scheduling Times field, click Add Range to set the valid times that
users can select to Scheduled Reports. The Add Range dialog displays.
Note: This parameter controls the valid times that users can select to Scheduled
Reports. It is used with the Scheduling Interval field. The parameter contains
numerous ranges of values. There are two fields for each range of time, the Begin and
End time. Specify times in a Military format (HH:SS) where “HH” is hours and “SS” is
seconds.
5. Click OK. The Add Range dialog closes and returns to the Reporting tab.
Reporting tab
The Reporting tab allows CIC and Scheduled Reports administrators to control the valid
export formats, available printers, available file locations, and report categories for users
when they generate scheduled reports.
To work with the Reporting tab:
1. Click the Reporting tab.
2. At the end of the Valid Formats field, click the
opens.
button. The Report Formats dialog
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3. Optionally select additional valid export formats by clicking the appropriate check boxes.
Note: You can select several report export formats for scheduled reports. The
default formats are Acrobat Format (PDF) and Excel 8.0 (Microsoft).
4. Click OK. The Report Formats dialog closes and returns to the Reporting tab.
5. In the Available Printers field, click the plus (+) sign. The Add Printer dialog opens.
6. In the Printer Name field, enter the printer name as a UNC path for the printer.
Note: The path must be a UNC path and cannot contain spaces (for example,
\\CompanyPrinters\Marketing). Also, on both the primary and backup CIC server, make
sure the CIC Admin account (running IC Service) has access to the UNC printer. The
report is sent to the printer from the IC server using the ICAdmin account for access to
the printer.
7. In the Description field, enter a description for the network printer.
Note: A detailed description makes it easier for users to determine which network
printer to select.
8. Click OK. The Add Printer dialog closes and you are returned to the Reporting tab.
9. In the Available File Locations field, click the plus (+) sign. The Add File Location
dialog opens.
10. In the File Path field, enter a file path to the location you want to make available for
users to access scheduled reports.
Note: The path must be a UNC path and cannot contain spaces (for example,
\\ICServer\ScheduledReports). The CIC Admin account the IC Service runs must have
access to this share, granted by the IC server. To confirm the CIC Admin account has
write and create folder permissions on the share, attempt to access it using Windows
Explorer from the IC server.
11. In the Description field, enter the description of the Scheduled Reports network folder.
Note: A detailed description makes it easier for users to determine which network
folder to select.
12. Click OK. The Add File Location dialog closes and returns to the Reporting tab.
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13. In the Report Categories field, click the
Categories dialog opens.
button. The Configure Report
14. Review the Inactive Categories and Available Categories sections.
a. To make a category available, in the Inactive Categories field select an item and
click Add.
b. To make a category inactive In the Available Categories field, select an item and
click Remove.
Note: It is not recommended to remove Report Categories from this parameter to
restrict what reports users can schedule since users can only schedule the reports for
which they have View access to in the Interaction Administrator.
15. Click OK. The Configure Report Categories dialog closes and returns you to the
Reporting tab.
Complete the configuration
1. On the main toolbar, click
Save.
2. Open the File menu and click Exit to close the ININ Scheduled Reports
Configurator Tool.
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Start the Scheduled Reports Service
Now that the Customer Interaction Center (CIC) server configuration is complete, the ININ
Scheduled Reports service can be started on the Monitoring Server.
To start the Scheduled Reports Service:
1. From the Monitoring Server, open the Start Menu, select All Programs, select
Administrative Tools, and then choose Services. The Services dialog opens.
2. Locate the ININ Scheduled Reports service.
3. Open the File menu, select Action, and then choose Start. As an option, click the Start
the Service link. The service is started and displays in the Status column.
4. Check the Startup Type column to verify that the startup type is set to Automatic.
5. Optionally, if the service property is set to Manual, double-click the ININ Scheduled
Reports service. The ININ Scheduled reports Properties dialog opens.
6. Optionally, in the Startup Type field, click the drop-down list and select Automatic.
7. Click OK to save your changes.
Configure IC Server Parameters
The Scheduled Reports install adds a number of server parameters in the Server
Parameters container in the Interaction Administrator. Default values are added to
these parameters so you can Scheduled Reports immediately and have them e-mailed to
the appropriate recipients. However, configure the Printer and File Locations Server
Parameters if you want users to be able to use these options. Review all server
parameters listed in the following table to determine your users’ options.
Server Parameter
Description
SR_DBConnectionString
This server parameter contains an encrypted version of the
database connection string for the i3_IC database. DO NOT
MODIFY THIS PARAMETER THROUGH INTERACTION
ADMINISTRATOR. Use the ININ Scheduled Reports
Configurator Tool installed on the Monitoring Server to set
the database connection string. This application is cover in
detail in the Monitoring Service section.
ScheduledReportsDB
Scheduled Reports handlers use this structured parameter to
connect to the Scheduled Reports tables. This database
“account” and “password” connects the user to the database.
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Server Parameter
Description
SR_ErrorNotificationOptions
This server parameter allows the IC Administrator to start email notifications for database error logging.
Default value: “NO”
Available values: “YES” and “NO”
Value
Description
“YES”
Sends an error e-mail notification
to only the Default IC System
Administrator e-mail account
“N0”
Does not send an error e-mail
notification
“YES|address@company.com”
This value sends an error e-mail
notification to the e-mail
addresses delimited by the pipe
character (|). For example:
YES|email@address1.com|
email@address2.com|email@
address3.com
Note In order for the CIC
System Administrator e-mail
account to receive error e-mails
with this parameter value, add
the system administrator’s e-mail
address to the delimited list
Note This value,
YES|address@company.com
is only valid for IC release 4.0, or
later
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Server Parameter
Description
SR_ReportCategories
This server parameter restricts the Report Categories that are
available in the Scheduled Reports application. By default all
categories are included except User categories (User reports
can only be run through the Interaction Client because they run
for the User currently logged onto the local machine). It is not
recommended that you remove Report Categories from this
server parameter to restrict what reports users can schedule
since the users can only schedule the reports for which they
have View access as set-up in Interaction Administrator (see
the MAKING REPORTS AVAILABLE TO USERS section of this
document).
Default value: Account Code - Supervisor;Agent Supervisor;Agent Performance;Call Supervisor;Custom;Custom - Scheduled
Reports;DNIS;Fax;General Administrative;Line Activity;Line
Group;Queue
SR_SiteName
This server parameter identifies the site name. If you are
installing Scheduled Reports on multiple IC Servers, the site
name for each Server must be different.
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Install the Scheduled Report Results Custom Report
The Scheduled Report Results custom report displays the results of all Scheduled Reports
that run within the selected date and time range.
To install the Scheduled Report Results custom report:
1. Navigate to the existing installation share on the IC server and locate the appropriate
.rpt report template. Refer to the following table to match your database with the
correct template.
Database
Report Template
MSSQL
SR_Results_MSSQL.rpt
Oracle
SR_Results_Oracle.rpt
2. Copy the .rpt file to the Reports folder on your IC server.
Oracle = D:\I3\IC\Server\Reports\Oracle
SQL Server = D:\I3\IC\Server\Reports\SQL
3. From the IC server, open the Start Menu, select Run, and type DSEditU. Click OK to
run the application. The DSEdit dialog opens.
4. On the DSEdit dialog, expand the tree by clicking the following: <Root Entry>,
<SiteName>, Production, Configuration, and Reports.
Note: Ensure that the Reports container is highlighted before continuing. Do not click
any of the reports.
5. Open the File menu, select Import, and locate the XML file in the Reports folder.
Database
Report Template
MSSQL
Scheduled Reports_Results_MSSQL.xml
Oracle
Scheduled Reports_Results_Oracle.xml
6. Select the appropriate XML file and click Open to import the file.
7. Close the DSEditU dialog.
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Provide View Report Access Rights
The Scheduled Reports Handlers, Scheduled Reports Monitoring Service, and Scheduled
Reports Client application are installed on the IC Administrator’s and Scheduled Reports
Administrator’s desktop. One remaining task is required.
Note: Users must have View access rights to the custom report through the
Interaction Administrator.
To provide View Report access rights:
1. Open the Start Menu, select All Programs, choose Interactive Intelligence, and
select Interaction Administrator. The Interaction Administrator dialog opens.
2. Click the + next to the People container to expand it, and then click the Users
container. The CIC users appear in the right pane.
3. Double-click the user you want to grant permission to view reports. The User
Configuration dialog opens.
4. Click the Security tab.
5. Click the Access Control button. The Access Control dialog opens.
6. Scroll down to Interaction Reporter Reports and in the View column, select the
check box for each report the user requires.
Or select the *[All] check box to allow the user to view all reports.
9. Click Close and in the User Configuration dialog, click OK.
Note: The next time the user logs on to Scheduled Reports Client, he or she can
schedule these reports.
10. Exit Interaction Administrator.
Create reports and define filters
Administrators create reports and use filters to refine displayed report data in the
Interaction Reporter workspace in IC Business Manager. You must have the appropriate
Interaction Reporter and Interaction Report Assistant licensing to work with reports.
Filters must be assigned before users can select reports to run in the Scheduled Reports
client. For more information, see the Interaction Report Assistant help in IC Business
Manager or in the CIC documentation library at http://help.inin.com.
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Appendix A: Server setup
In Interaction Administrator, ensure that the SR_SiteName server parameter is using
the site ID of the server.
Scheduled Report Handlers
The following is a list of Scheduled Report Handlers. These handlers are automatically
deployed and published with the IC Server.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Custom_GetServerParameter.ihd
Custom_LogErrorMessage.ihd
SR_BuildEmailBody.ihd
SR_CheckAccess.ihd
SR_DataProcessor.ihd
SR_DBQuery.ihd
SR_FillValuesTable.ihd
SR_GetDsAttribute.ihd
SR_GetSiteId.ihd
SR_IAChangeNotification.ihd
SR_ModifyDateTimeParameters.ihd
SR_ReportChangeNotification.ihd
SR_RolesChangeNotification.ihd
SR_RunScheduledReport.ihd
SR_SendEmailErrorNotification.ihd
SR_ServerParameterChangeNotification.ihd
SR_UpdateReportParametersTable.ihd
SR_UpdateReportsTables.ihd
SR_UpdateUserAccessTable.ihd
SR_UserChangeNotification.ihd
SR_WorkgroupsChangeNotification.ihd
Strings_SR.ihd
Install Scheduled Reports
For this next step, follow the usual installation process documented in Installation
tasks beginning on page 12.
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Appendix B: Change Custom Reports
This section describes additional considerations and tasks to perform when changing
custom report input parameters.
Date and Time Input Parameters
Some custom reports use date/time input parameters. These parameters are configured
to be used in Scheduled Reports. To function properly, date/Time parameters
configured for Scheduled reports must include at least one of the following words:
•
•
•
'begin'
'start'
'end'
Input Parameters
If you change custom report input parameters, and make any corresponding changes in
Interaction Administrator, you must:
•
Delete and recreate all existing scheduled reports based on the custom report you
modified.
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Appendix C: Run an Interaction Reporter report or a Report
Assistant report using command line parameters
This section describes command-line parameters you can use to modify how to run an
Interaction Reporter report or a Report Assistant report when run from a Command-Line
Interface or from a Windows shortcut.
Parameter
Abbreviation
Description
Notifier
-n
Specify the IC server to connect to. For example:
-n=Clay
User
-u
Specify the CIC User logon name. For example:
-u=devlab_user
Password
-p
Password for CIC User’s password. Add the -decrypt parameter
if it's an encrypted password). For example:
Unencrypted password: -p=1234
Encrypted password: -p=1234 –decrypt=1
Decrypt
-decrypt
(optional) Use this parameter with an encrypted password and
use the value of 1. For example:
–decrypt=1
Printer
-printer
Use this parameter to specify the printer to which you want to
connect. For example:
-printer=”\\clayserver\HQBusinessCenter\PrinterB”
Report Type
-reporttype
Select 0 to run an Interaction Reporter report or select 1 to run
a Report Assistant Report. For example:
To run an Interaction Reporter report, type:
-reporttype=0
To run a Report Assistant report, type:
-reporttype=1
Scheduled
Report ID
-schedreportid
Input file
unc\filename
-inputfile
Export file
unc\filename
-exportfile
Export file
type
-exporttype
Specify the report id in database record. For example:
-schedreportid=3324
The location of the input file. For example:
-inputfile=”\\unc\file\path\reportassistantfilter.i3rpt”
The location to which to export the file. For example:
-exportfile=”\\unc\file\path\rareport.pdf"
Specify the format to which you want to export data. For
example:
-exporttype=PDF
Metadata
source
-metadatasource
Metadata source in the IC Data Sources in Interaction
Administrator. The default is “IC Report Logs”. For example:
-metadatasource=IC Report Logs
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Windows shortcut examples
Interaction Reporter:
In this example, an Interaction Reporter scheduled report exists in the database. The
reporting executable would appear as follows:
•
"C:\Program Files (x86)\Interactive Intelligence\ICUserApps\ReportingExecutable.exe"
n=clay -u=devlab_user -p=1234 -reporttype=0 -schedreportid=999 -exporttype=pdf "exportfile=\\unc\file\path\iareport.pdf"
Report Assistant:
In this example, the reporting executable for a Report Assistant report with a report
configuration provided by a local file would appear as follows:
•
"C:\Program Files (x86)\Interactive Intelligence\ICUserApps\ICBusinessManager.exe"
ReportingExecutable -n=clay -u=devlab_user -p=1234 -reporttype=1 inputfile="\\unc\file\path\reportassistantfilter.i3rpt" -exporttype=pdf "exportfile=\\unc\file\path\rareport.pdf"
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Change Log
Change Log Date
Changed
12/2/2015
Updated Install the Scheduled Report Results Custom Report
instructions for copying custom reports.
10/12/2015
Updated Microsoft .NET Framework requirements.
7/6/2015
Made versioning reference modifications. Updated copyright and
trademark page. Updated supported server versions and
software requirements.
8/30/2017
Updated valid export formats
8/30/2017
Updated Copyright and Trademark information for 2016
IC Scheduled Reports Installation and Configuration Guide
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