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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: FN - 18868 - ICM Scripting Scheduled Target May Be Affected by Daylight Savings Time


Revised October 31, 2005

March 28, 2002


 

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Products Affected

  • ICM Version 4.1.5

  • ICM Version 4.5.x

  • ICM Version 4.6.x

Problem Description

Scripts (Call Type and Admin Schedules) and Scheduled Targets are not scheduled properly after the Daylight Savings Time (DST) change. Specifically, all schedules on that day start and end an hour later than expected.

Background

This happens only on the day that the clock skips to one hour ahead for daylight savings time.

Problem Symptoms

Scripts (Call Type and Admin Schedules) and Scheduled Targets are not scheduled properly after the Daylight Savings Time change. Specifically, all schedules on that day start and end an hour later than expected.

Workaround/Solution

Apply the following hot fix based on your current version of software:

Version

Hotfix

4.6

65

4.5

31

4.1.5

211

 

There are two options for the workaround. Option 1 is recommended, but it will cause a brief outage in call routing. In either case, prior to carrying out the desired option, apply the hotfix listed below for your version of ICM:

Version

Hotfix

4.6.1

65

4.5.1

31

4.5.0

206

4.1.5

211

 

To follow the following link to download software, you must be a registered user, and you must be logged in.

Refer to the following link to locate the appropriate ICM hotfix:

Contact Center Software Downloads (registered customers only)

Option One

Restart the ICM Call Router (both sides if duplex) immediately after the daylight saving time change takes place.

  • On a duplexed ICM Call Router system, Stop ICM services on both ICM Call Routers, first SideA, then SideB. The objective is to have both Call Routers offline simultaneously.

  • Start ICM services on the A side Call Router.

  • Wait 1 minute, and then start ICM services on the B side Call Router.

  • Verify that both Call routers come on line in duplexed mode and stabilize. Depending on the number of Peripheral Gateway's, it can take anywhere from two to several minutes.

Use rttest to verify that the Call Routers come back on line. Refer to The Cisco ICM rttest Utility for details on using rttest.

Option Two

Note: All of these procedures must be done immediately after the moment when the daylight saving time switch happens to make sure that the schedules are re-evaluated at that point. Once these procedures are done, all schedules will run as expected.

Workaround for Call Type Schedules

  1. In Script Editor click on the Script->Call Type Manager menu to open the Call Type Manager.

  2. Click on the Schedules tab.

  3. Select a call type*.

  4. Click on the Add button.

  5. Click on any script in the Scripts list.

  6. Click on the Period tab.

  7. Modify the default setting such that the Starts time in the Date Range section is some year after the current year. (For example: 2010)

  8. Click the OK button.

  9. Click the Apply button on the Call Type Manager dialog.

  10. Select the schedule you just created from the list.

  11. Click the Delete button.

  12. Click the Apply button.

  13. Repeat steps 3 - 12 for all other call types.

    Note: Steps 3 - 12 only have to be done once for each call type.

* If the call type does not have any schedules that are currently running or will be running today, then you may click Cancel and move on to the next call type in the list. However, you may find it easier to perform steps 3 - 12 for all call types rather than trying to figure out for each one if there is a schedule that is running or that will be running.

Workaround for Administrative Schedules

  1. In Script Editor click on the Script->Administrative Manager menu to open the Administrative Manager.

  2. Click on the Add button.

  3. Select a Script from the Scripts list*.

  4. Click on the Period tab.

  5. Modify the default setting such that the Starts time in the Date Range section is some year after the current year. (For example: 2010)

  6. Click the OK button.

  7. Click the Apply button in the Administrative Manager dialog.

  8. Select the schedule you just created from the list.

  9. Click the Delete button.

  10. Click the Apply button.

  11. Repeat steps 2 - 10 for all other admin scripts.

    Note: Steps 2 - 10 only have to be done once for each script.

* If the script does not have any schedules that are currently running or will be running today, then you may skip this one and move on to the next script in the list. However, you may find it easier to perform steps 2 - 10 for admin scripts types rather than trying to figure out for each one if there is a schedule that is running or that will be running.

Workaround for Scheduled Target Schedules

  1. In the Scheduled Target Manager, select a Scheduled Target and click on the View button.

  2. Click the Add Period button*.

  3. Modify the default setting such that the Start time in the Date Range section is some year after the current year. (For example: 2010)

  4. Click the OK button.

  5. Click the OK button in the dialog Scheduled Target dialog that resurfaces.

  6. Select the target you just edited and click the View button.

  7. Select the schedule you just created and click the Delete Period button.

  8. A dialog will come up asking if you really want to delete the schedule. Click Yes.

  9. Click the OK button.

  10. Repeat steps 1 - 9 for all other targets in the list.

    Note: Steps 2 - 9 only have to be done once for each target.

* If the target does not have any schedules that are currently running or will be running today, then you may click Cancel and move on to the next target in the list. However, you may find it easier to perform steps 2 - 9 for all targets rather than trying to figure out for each one if there is a schedule running or that will be running.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS

Description

CSCma14369 (registered customers only)

Scripts not scheduled properly after DST change

 

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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