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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: *Expired* FN - 21473 - End of Daylight Savings May Affect ICM Performance


Revised April 15, 2008
October 22, 2002


NOTICE:

THIS FIELD NOTICE HAS BEEN EXPIRED AND IS NO LONGER MAINTAINED OR UPDATED BY CISCO.

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

Products Affected

  • Cisco Intelligent Contact Management (ICM) (all versions running Microsoft Windows NT)

Problem Description

ICM performance and functionality may be impacted by one of these issues with third-party hardware and software:

  1. For some multiple-processor computers, Microsoft announced that the current release of Windows NT 4.0 with Service Pack 4 (SP4) or Service Pack 5 (SP5) does not smoothly handle the "fall back" time change that took place at 2:00 a.m. Sunday morning, October 27, 2002. The time change may take three or more hours to take effect, or may not take effect until the next time the computer is restarted.

  2. The Definity G3 Peripheral Gateway interface may go offline when the daylight-saving change is not handled properly by the MAPD card.

Background

Windows NT takes care of the time change on each Cisco ICM server if the default Windows NT setting for automatically making the change has not been disabled. To verify that Windows NT automatically adjusts the time on a given server, choose Start > Settings > Control Panel > Date Time > Time Zone. Verify that Automatically Adjust Clock for Daylight Saving Changes is checked. The ICM database adjusts all new records to the correct time zone.

Note: Customers need not change the time or time zone on Cisco ICM servers. Changing the time or time zone on Cisco ICM servers causes reporting and call routing errors.

Problem Symptoms

  1. The time change may not be applied for three or more hours, or until the next time the computer is restarted.

  2. Maximize the Peripheral Interface Manager (PIM) process window on an ICM Peripheral Gateway and you notice these:

    • The PIM window task bar shows the PIM in "a" state.

    • This error message is seen in the PIM window:

      Activation Timeout on ASAI Link 0
      

Workaround/Solution

  
  1. Refer to the Microsoft Support Article Q241040 leavingcisco.com for details.

  2. Because this problem is caused by improper time change on the MAPD, reset the MAPD card to resolve the issue.

    If the PIM is still not active, verify in the PIM logs that the CMS feed is active. If it is not active, restart the CMS reports.

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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