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Cisco Unified Intelligent Contact Management Hosted

Field Notice: FN - 62571 - Cisco Unified Contact Center Enterprise, Cisco Unified Customer Voice Portal (CVP) and Cisco Unified Contact Center Express (Unified CCX) - Considerations for 2007 Daylight Saving Time Change and PG Time Zone Issues


Revised September 11, 2007

October 30, 2006

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

Product

QM - 2.3(1)

WFM - 8.0(1)

Cisco Collaboration Server (CCS) - 3.0, 4.0 and 5.0

Cisco Unified Contact Center Express (Unified CCX) - 2.x, 3.x, 3.5(x), 4.0(x), 4.1(x) , 4.5(x) and 5.0(x)

Cisco E-Mail Manager (CEM) - 3.0, 4.0 and 5.0

Cisco Media Blender (CMB) - 3.0, 4.0 and 5.0

Cisco Outbound Option - 6.0, 7.0 and 7.1

Cisco Unified Contact Center (Unified CCX) / CAD Server(s), CAD and CSD - 2.x, 3.x, 3.5(4), 4.0(x) , 4.1(x), 4.5, and 5.0

Cisco Unified Contact Center Enterprise and Hosted - 7.0 and 7.1

Cisco Unified System Contact Center Enterprise (System IPCC) - 7.0, 7.1

Cisco Unified Contact Center Enterprise/ CAD Servers, CAD-BE, CAD and CSD - 7.2 and 7.1

Cisco Unified Customer Voice Portal (CVP) - 2.x, 3.x, 4.0

Cisco Unified Intelligent Contact Management Enterprise and Hosted - 7.0 and 7.1

Collaboration Server Dynamic Content Adapter - 2.0(1)

Computer Telephony Integration Option (Java CIL) - 6.0, 7.0/7.1

IP Contact Center (IPCC) Enterprise - 4.x, 5.0 and 6.0

IP Contact Center (IPCC) Enterprise/ CAD Server(s), CAD and CSD - 4.x, 6.0 and 7.0

IP Contact Center (IPCC) Hosted - 4.x and 5.0

Intelligent Contact Management (ICM) Enterprise - 4.x, 5.0 and 6.0

Intelligent Contact Management (ICM) Hosted - 4.x and 5.0

Internet Service Node (ISN) - 2.1.0

Media Blender - 5.0

Support Tools - 2.0(1), 2.1

Web Collaboration Option - 5.0

Problem Description

In compliance with the Energy Policy Act of 2005, the switchover dates to and from Daylight Saving Time (DST) will shift in the United States in calendar year 2007. DST will commence three weeks earlier (the second Sunday in March) and will end one week later (the first Sunday in November), each occurring at 2:00 A.M. Because assumptions around the timing of the ongoing DST transition were designed into both the Microsoft Windows operating system and the Cisco Unified Contact Center software, adequate preparation for this event is necessary in order to avoid negative impact to system data reporting context. Further, as the JDK/JRE (Java) runtime facilities are themselves subject to the same update requirements, certain components of the product that utilize the JDK/JRE are required to have the Java Platform JDK US DST Timezone Updater ("TZupdater") patch tool applied (available directly from Sun Microsystems' Sun Developer Network).

This notice is intended to both alert you to the specific impact of the DST change and to detail the necessary remedial steps to ensure consistent and seamless product operation. Several Enterprise and Hosted product / product options are affected, and each requires specific consideration as discussed in the following section. Customers deploying these product and configuration options should follow the steps outlined in the notice to ensure they avoid encountering problems with the forthcoming March 2007 DST transition.

The Contact Center product/product options affected are:

- Microsoft Windows operating system (Windows Server 2003, Windows XP, or Windows 2000)

- Cisco Unified Intelligent Contact Management Enterprise and Hosted customers who have deployed one or more peripherals (ACDs) in a time zone other than that of the corresponding PG

- Users of Cisco Outbound Option (versions 7.0 and 7.1)

- Users of Cisco Support Tools, Multichannel (Web Collaboration, Media Blender, Dynamic Content Adapter, E-Mail Manager), or the Java CIL component of the Cisco CTI Option

- Distributor AW with Configuration Management Service (CMS) node enabled (versions 5.0, 6.0 and 7.0/7.1)

- Users of System IPCC Web Administration / Web Re-skilling (version 7.0/7.1), or of Agent Re-skilling Web Tool (Web re-skilling on non-System IPCC) (version 7.0/7.1)

- Cisco Unified Customer Voice Portal (versions 3.0, 3.1 and 4.0)

- Internet Script Node (version 2.1)

- Cisco Unified Contact Center Express (Unified CCX)- (formerly IPCC Express, CRS), Cisco IP Interactive Voice Response (IP IVR) and Cisco IP Queue Manager (IP QM))

- Cisco Interactive Suite (includes Cisco E-Mail Manager (CeM), Cisco Collaboration Server (CCS) and Cisco Media Blender (CMB)

- Quality Management (version 2.x)

- Workforce Management (version 8.x)

Background

All products are discussed in detail in their component-specific Field Notices. See the list in the Problem Symptoms section.

Problem Symptoms

Details for the components listed in the Products Affected can be acquired by reading the content of the following Field Notices:

For Unified CCX access - FN - 62767

For CVP access - FN - 62768

For ICM/IPCC access - FN - 62769

For CIS products access - FN - 62771

For Support Tools access - FN - 62772

For WFO products access - FN - 62939

Workaround/Solution

Details for the components listed in the Products Affected section can be acquired by reading the content of the Field Notices listed in the Problem Symptoms section.

Recommended Order of Patch Implementation

The components that create Call Detail Records (CDRs) should be updated first. Therefore, the ICM/IPCC, CallManager, and standalone Unified CCX and CIS components should be updated first. In addition if the customer is utilizing Outbound Option Calls the Logger must also be part of the initial updates, as all scheduled callbacks (personal and system) specifically use the Logger Time and Customer Timezone to drive the scheduling aspect.

The Recommended Order for Applying Patches:

  1. All ICM/IPCC Nodes

  2. CallManager

  3. Standalone Unified CCX (see note)

  4. Standalone CIS components (see note)

  5. CVP

  6. Support Tools

Note: Co-located products should be patched all at once during the period when their server has been taken out of service.

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

CSCsh95451 (registered customers only)

RTR CSQ IP ICD Stats report does not respond after applying 3.5(4)sr2

CSCsh85863 (registered customers only)

Support Tools throws misleading date/time error message

CSCsh85878 (registered customers only)

Report is showing incorrect message max wait time

CSCsh86008 (registered customers only)

Report generated for 2006 with J2RE-1_3_1_19 showing incorrect data

CSCsh85976 (registered customers only)

RServer Console, logs showing 1 hour difference when SDT comes into effect

CSCsg26106 (registered customers only)

Update 2007 DST changes for all peripherals

CSCse96015 (registered customers only)

Dialer product doesn't support start and stop dates of DST in 2007

CSCsh38030 (registered customers only)

Update needed for N. America DST changes in 2007

CSCsk03283 (registered customers only)

Cisco Agent Desktop Considerations for 2007 Daylight Savings Time Change

CSCsk04316 (registered customers only)

Quality management Considerations for 2007 Daylight Savings Time Change

CSCsk04303 (registered customers only)

Workforce Management Considerations for 2007 Daylight Savings Time Change

Revision History

Revision

Date

Comment

1.7

11-SEP-2007

Changed the Product from CRS to Unified Contact Center Express. Added acronym Unified CCX.. Changed acronym from IVR to IP IVR. Added - Quality Management (version 2.x) - Workforce Management (version 8.x) Added For WFO products access - FN 62939. Added defects CSCsk03283, CSCsk04316, CSCsk04303

1.6

30-MAR-2007

Problem Description section - changed ISN (version 2.1) to Internet Script Node (version 2.1). Background, Problem Symptoms and Workaround/Solution sections - removed specific product information and redirected to specific field notices covering DST issues for those products. Added Recommended Order of Patch Implementation to Workaround/Solution section.

1.5

02-MAR-2007

Added Bug CSCsh95451. Changed CRS 3.5(x) and "Other Versions of CRS" software upgrade versions. Added Cisco Unified System Contact Center Enterprise (System IPCC) - 7.0, 7.1 to Products Affected. Changed CRS versions in Products Affected.

1.4

23-FEB-2007

Major rewrite of almost every section of the field notice. Made accommodation for JDK/JRE updates across the Enterprise product line, added CRS 3.1, clarified AIX treatment. None of underlying Windows, base CVP, base CRS, PG, or Outbound guidance has changed.

1.3

31-JAN-2007

Updated Title to add CRS and Workaround/Solution section with step to update JRE.

1.2

30-JAN-2007

Updated to add Host / Enterprise applications. Updated multiple sections.

1.1

29-DEC-2006

Completely changed all Products Affected. Updated every section of the field notice including the title to reflect this change, providing new instructions, workarounds and links. Added bug CSCse96015.

1.0

30-OCT-2006

Initial Public Release

For More Information

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