BCM 4.0 Reporting for Contact Center

[tdsitek]

I have a customer with a BCM 4.0 and Contact Center. The system was installed the end of March, 2007. The daily reporting stopped working a couple of weeks ago. I had the customer run the lastest Nortel patches as of yesterday. They are still not able to get the daily printed reports or even view the daily reports to the PC screen. Real time reporting is working fine. I have also had them re-enter in the CCRS password in Call Center Connection and submit and the error that keeps popping up is: Historical Req over 3 hours. It will not update the database.
Has anyone seen this before?

 

[option11newby]

You say you got the customer to run the patches!
Did they follow the procedure in respect of backing up the RCC database?

On the Nortel website here is the answer to your question:
Problem Description
When downloading data from the WebHost PC, Reporting for Call Center/Contact Center displays the error; "Error historical req over 3 hours'.
Background:

Starting in 2007, the Daylight Saving Time (DST) period will be extended by one month and will begin (for most of Canada and the United States) at 2 a.m. on the second Sunday in March and revert to Standard Time at 2 a.m. on the first Sunday in November. These new start and stop dates were set in the Energy Policy Act of 2005.

Impact:

Due to the prevalent change to North American Daylight Savings in March rather than April, traditional BCM sites can exhibit and still be adhering to the legacy DST date (April 1, 2007) erroneously.

As a result of this condition, the Reporting for Call Center/Contact Center WebHost application may display this error: "Error historical req over 3 hours".
Problem Resolution
Correcting this condition requires access to the RCC Database and usage of Mysql on the WebHost Server to set the time forward ~4 hours thus bypassing the condition incurred by the enforcement of the "traditional" Daylight Savings Time.

The corrective action requires usage of Mysql database commands. Contact Nortel Technical Support for assistance. Ask them to refer to solution 4235719. Internal notes are available for correction.


NCSS, NCDS, NCTS

 

[tdsitek]

That worked. Nortel was able to update the MYSQL database. Thanks for your help.