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Cisco Unified Intelligent Contact Management Hosted

Field Notice: FN - 62769 - Cisco Unified Contact Center Enterprise and Hosted - Considerations for 2007 Daylight Savings Time Change and PG Time Zone Issues


March 29, 2007

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

Products Affected

Cisco Outbound Option - 6.0, 7.0 and 7.1

Cisco Unified Contact Center Enterprise and Hosted - 7.0 and 7.1

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

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

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

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

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

Problem Description

In compliance with the Energy Policy Act of 2005, the switchover dates to and from Daylight Savings 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 Update Tool - 1.1.0 patch tool applied, which is 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 and 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.

Please read the summary Field Notice (62571) for a complete list of all products affected. The overview Field Notice provides the Field Notice numbers specific to each component impacted.

This Field Notice is focused on providing information for the products listed in the Products Affected section.

Background

See the following Microsoft links describing system preparation and steps, and also Microsoft Knowledge Base (KB) article numbers 928388 and 914387.

Daylight Saving Time Help and Support Center

Preparing for Daylight Saving Time changes in 2007

The Microsoft material applies to global time zone considerations, and not only the 2007 DST change for the United States.

Cisco Unified Intelligent Contact Management Enterprise and Hosted (ICM) with Peripherals Configured in a Different Time Zone than the PG

Because the Peripheral Gateway component of the Cisco Unified Intelligent Contact Management Enterprise and Hosted product contains logic based on pre-2007 DST start and stop date conventions, software maintenance must be applied in order to properly accommodate the 2007 DST change. This consideration augments that of the Windows operating system (above), and applies when the peripheral controlled by the PG is configured to operate in a time zone different than that of the PG itself. Further, this is applicable only to the following Unified Intelligent Contact Management Enterprise and Hosted peripheral types:

  • Aspect Contact Center

  • Avaya Definity ECS

  • Nortel DMS 100

  • Rockwell Spectrum

  • Symposium ACMI Peripheral (Unified Contact Center Enterprise Gateway PG)

To check if a peripheral is configured in a different time zone, invoke the Windows registry editor on the given PG and examine the TimeZone value under the following product registry key.

Note that "n" and "A/B" are variable based on the specific PG number and side designation, respectively:

HKLM\Software\Cisco Systems, Inc.\ICM\<inst>PG{n}[A/B]\PG\CurrentVersion\PIMS\pim{m}\GenericData

where <inst> is ICM instance name, {n} is PG number and {m} is PIM number.

If TimeZone is present and its data value is anything other than minus one (-1) decimal, the peripheral is configured to be in a different time zone than the PG. A specific integer value of zero or greater corresponds to a given global time zone. For example, zero is GMTBritish, 2 is Western Europe, 22 is Tokyo, and so on. Consult your Cisco Contact Center TAC specialist for full details on specific zone designations. If the TimeZone value is not present in the registry, or it is present with a value of minus one, the time provided to the PG from the ACD is assumed to reside in the same time zone as the PG itself.

For affected peripheral configurations, refer to the Workaround/Solution section below.

For peripherals configured to be in the same time zone as their PG, no further effort is required for PG time zone maintenance.

Cisco Outbound Option

Version 7.0 and 7.1 (through to 7.1(2)) of the Outbound Option also contain logic making "hardcoded" assumptions around pre-2007 DST start and stop dates. With the revised 2007 DST policy in effect, Outbound Option will as a result contain rules that are obsolete. Specifically, the time to dial customers during the second Sunday of March 2007 through to the first Sunday of April 2007 (Spring period) and, also, from the last Sunday of October 2007 until the first Sunday of November 2007 (Fall period) will be incorrect. For this reason, customers deploying version 7.0 or 7.1 (through 7.1(2)) of the Outbound Option must upgrade their maintenance version of Cisco Unified Intelligent Contact Management Enterprise and Hosted or Cisco Unified Contact Center product. The Workaround/Solution section below describes the required minimal maintenance levels. This update must be made in addition to the Windows operating system update (and prior to March 2007).

Note that dialing customers outside FTC allotted time periods is a violation of FTC regulations, and thus the maintenance update or acceptable workaround must be in place prior to the 2007 DST change period. Responsibility for conformance to Federal law rests with the customer.

Cisco Enterprise Reporting (Webview)

Cisco's web-based reporting facility for the Unified Contact Center Enterprise / Hosted and Unified Intelligent Contact Management (ICM) Enterprise / Hosted, Webview, has a dependency on the JDK/JRE requiring an update to the Webview server(s). Webview version 7.0/7.1 shipped with JDK/JRE version 1.4.2, and may be updated using the TZupdater tool. Webview version 6.0 shipped with SDK/JRE version 1.3.1, which is not supported with the standard TZupdater tool.

To apply the remedial fix for Webview 6.0, customers must either obtain a version of TZupdater specific to SDK/JRE 1.3.1, which is available from Sun Microsystems product support, or manually upgrade their version of the JDK to 1.3.1_19 (or later).

Distributor AW with Configuration Management Service (CMS) enabled

The CMS Node is a component of the Distributor AW, enabled via ICM Setup on the AW. CMS exposes the system configuration API for multichannel options such as Cisco Collaboration Server, Cisco E-Mail Manager, and other third party applications. It is also used by the System IPCC Web Administration tool and Agent Re-Skilling Web Tool n 7.0/7.x. The node is enabled only as needed for these environments. As a Java-based API provider, CMS utilizes the JDK/JRE and manipulates date/time references from the Java environment. Version 6.0 and 7.0/7.x of CMS shipped with JDK/JRE 1.4.2 and - as with other Java components described within - will require the TZupdater tool patch to properly handle the revised DST date transition.

System IPCC Web Administration, Agent Re-skilling Web Tool (non-System IPCC)

Both the System IPCC Web Administration interface (web-based config) and the Agent Re-skilling Web Tool function deploy Java technology and utilize JDK/JRE version 1.4.2 (global installation). In both cases, date/time context as obtained from the Java runtime environment is limited to application logfile timestamps. Cisco recommends updating the JDK/JRE environment using the TZupdater tool patch.

Cisco Computer Telephony Integration Option (Cisco Toolkit Java API Desktop)

The Cisco CTI toolkit Java integration library API (Java CIL) requires the JDK/JRE, and utilizes it for date/time context. Both versions 6.0 and 7.0/7.1 were originally shipped with earlier versions of the 1.4.2 JDK/JRE, and as such each is a candidate for the TZupdater tool patch.

CTI Desktop

Red Hat Linux Considerations

In general, the Enterprise and Hosted Contact Center product components which use the JavaCIL rely on the underlying Red Hat Linux operating system to manifest time zone context, including DST start and end event timing. For this reason, all Enterprise and Hosted Contact Center customers must adhere to Red Hat's guidance for Linux system maintenance to ensure their systems are updated for the 2007 DST change.

The timezone update is available via Red Hat Network. In order to update the system, launch the Red Hat Update Agent with the following command:

up2date

-or-

up2date -u tzdata

This will start an interactive process that will result in the appropriate RPMs being upgraded on your system. The update tool will update the tzdata package which contains data files with rules for various timezones around the world.

In all cases the tzdata package needs to be updated to at least the following level: tzdata-2005m-1.EL3

See the following Red Hat links describing system preparation and steps, and also Red Hat Knowledge Base (KB) article numbers 7909, 9950 (Red Hat Linux 3.0) and 9951 (Red Hat Linux 4.0).

tzdata enhancement update

Red Hat Knowledgebase Article 7909

Red Hat Knowledgebase Article 9950

Red Hat Knowledgebase Article 9951

The JavaCIL 6.0 runs on Red Hat Linux Enterprise 3.0 and JavaCIL 7.0/7.1 runs on Red Hat Linux Enterprise 4.0.

Problem Symptoms

Microsoft Windows Considerations

Failure to update the Windows operating system using Microsoft's recommendations relevant to your specific Windows version as described above will result in inaccurate time/date references from various aspects of the Contact Center solution, most notably around half hour data reporting records and, if Outbound Option is deployed, inaccurate campaign dialing times. Unpredictable conditions may occur with incomplete maintenance, such as updating the Cisco Outbound Option per this notice but failing to properly maintain the Windows operating system.

Cisco Unified Intelligent Contact Center Management Enterprise & Hosted (ICM) with Peripherals Configured in a Different Time Zone than the PG

Those customers deploying PGs in a time zone distinct from the corresponding peripheral who fail to update the product version to the required maintenance level prior to early March 2007 may witness problems with half hour reporting data as time moves forward and duplicate, overlapping data as time moves back. Note that these issues may also be seen prior to the 2007 DST time change by customers who have incorrectly configured systems with peripherals residing in different time zones.

Cisco Outbound Option

Failure to upgrade to the minimal recommended maintenance level of the Outbound Option 7.0 or 7.1 (through to 7.1(2)) will result in calls being placed at inaccurate and unpredictable intervals, effective beginning with the March 2007 DST change. Two specific problem symptoms are plausible:

  1. Outbound call centers will fail to dial customers one hour after the start of the campaign time.

  2. Outbound call centers will continue to dial customers for one hour after the campaign end time.

Cisco Enterprise Reporting (Webview)

Failure to update the Webview server JDK/JRE with the aforementioned maintenance can result in inaccurate date/time references across reports, both historical and realtime. Additionally, Webview features using time dependent reports such as job scheduler, favorite reports, or the event viewer may contain erroneous time/date context. It may also result in misleading timestamps on logfile event entries.Report generation and general functions will continue to operate as expected, with the notable exception of these date/time references.

Distributor AW with Configuration Management Service (CMS) enabled

Updating the Distributor AW JDK/JRE to accommodate the CMS node will be of consequence only if CMS is enabled (done by enabling the "CMS node" checkbox in AW setup). When used, CMS utilizes date/time information for event logging purposes, and a failure to apply the JRE/JDK maintenance may result in misleading timestamps. This in turn may interfere with any required problem diagnosis and isolation efforts.

System IPCC Web Administration, Agent Re-skilling Web Tool (non-System IPCC)

Failure to update the JDK/JRE used with these web-based configuration tools - like the CMS case above - may result in misleading timestamps on logfile event entries. This in turn may interfere with any required problem diagnosis and isolation efforts.

Cisco Computer Telephony Integration Option (Cisco Toolkit Java API Desktop)

Failure to update the Java CIL CTI Desktop environment with the JDK/JRE maintenance for 2007 DST can result in unexpected date/time references, the ramification of which will depend in part on specific use of the API and application design.

CTI Desktop

Red Hat Linux Considerations

Failure to update the Red hat Linux operating system using Red Hat's recommendations relevant to your specific Red Hat version as described above will result in inaccurate time/date references for any JavaCIL applications which rely on the underlying operating system for system time functionality.

Workaround/Solution

Microsoft Windows Considerations

Apply the Windows system maintenance (patch or manual process, as appropriate) per the Microsoft guidelines referenced in the Background section of this field notice. Questions or special consideration issues should be provided directly to Microsoft. Cisco Enterprise and Hosted Contact Center customers have responsibility for administering their own Windows server operating system.

Cisco Unified Intelligent Contact Management Enterprise & Hosted (ICM) with Peripherals Configured in a Different Time Zone than the PG

Cisco has made necessary changes to the applicable PG Peripheral Information Manager components for 2007 DST accommodation where the peripheral is in a different time zone from the PG, and the updates are contained in the following maintenance versions of the software.

- Intelligent Contact Management (ICM) Enterprise version 6.0 SR9

- IP Contact Center (IPCC) Enterprise version 6.0 SR9

- Cisco Unified Contact Center Enterprise and Hosted version 7.1(3)

- Cisco Unified Intelligent Contact Management Enterprise and Hosted version 7.1(3)

Version 6.0 Service Release 9 was released in January of 2007, while the 7.1(3) maintenance version of the respective 7.1 products were released in December of 2006. Customers currently deploying version 7.0 (with any Service Release) are required to upgrade to maintenance release 7.1(3) in order to obtain the updates.

Customers having ACDs in a different time zone from their PGs who are unable or unwilling to upgrade to the required versions of the Enterprise or Hosted software have the following workaround available:

Configure the PG and ACD to be in same time zone as the ACD (while geographically they are not), and remove (or set to minus one) the aforementioned TimeZone registry value. This will not require the version maintenance described above but will require the Windows operating system DST patch / update. Note that the workaround is not available to customers deploying multiple peripherals off of a single PG server with ACDs crossing multiple time zones. Such topologies require the recommended product version maintenance and Windows updates.

The Windows operating system maintenance should be applied regardless of whether the above workaround is taken.

Cisco Outbound Option

Adaptation of the Outbound Option to accommodate the 2007 DST change requires:

a) applying the Windows operating system update for your relevant OS version (per above),

and

b) upgrading to the minimal maintenance level of the Cisco Unified Contact Center Enterprise or Hosted, or Cisco Unified Intelligent Contact Management Enterprise or Hosted software.

The upgrade requirement applies only to customers running Cisco Outbound Option 7.0 (any Service Release), 7.1(1), or 7.1(2). The minimal maintenance update version required is as follows:

- Cisco Unified Contact Center Enterprise and Hosted version 7.1(3)

- Cisco Unified Intelligent Contact Management Enterprise and Hosted version 7.1(3)

In lieu of the software upgrade for current version 7.0, 7.1(1) and 7.1(2) customers, the following workaround can be executed to avoid dialing time shifts and lack of compliance with the FTC ruling around outbound call times:

The campaign start time can be configured to start one hour earlier and end one hour earlier than its original value over the period March 11, 2007 through April 2, 2007 - and then from October 29, 2007 through November 4th, 2007. For 7.0 or 7.1 Outbound Option customers, this workaround is required if the software is not updated to version 7.1(3) or higher. The workaround is not relevant to version 6.0 (any SR level) of the Outbound Option. Note, however, that in all cases (workaround or not) proper operation mandates that the underlying Windows operating system maintenance be applied as described elsewhere in this document.

Cisco strongly recommends updating to the proper software maintenance levels as the preferred approach.

Cisco Enterprise Reporting (Webview)

Webview customers should update their in-place version of the JDK for Webview 7.0/7.1 (standard TZupdater tool for JDK/JRE 1.4.2) or Webview 6.0 (using the TZupdater tool specific to SDK/JRE 1.3.1). The 6.0 Webview customer without access to the 1.3.1 TZupdater tool should instead upgrade to SDK/JRE version 1.3.1_19 (or later). They must install the JDK/JRE in the directory on the same drive where JDK/JRE was originally installed with the WebView Third Party Installer. Cisco recommends careful review of the readme file before proceeding with the installation. See Sun's Java Download Page for access to TZupdater.

Customers updating their Webview server to a later maintenance version of the 1.3.1 SDK/JRE should do so as follows:

  1. Download j2sdk1.3.1 maintenance version 19 (or current) from the Sun Microsystems Developer Network download page.

  2. Stop the WebView services.

Complete these steps to stop WebView:

  1. Select Start > Programs > Administrative Tools > Services.

  2. Right click IIS Admin Service.

  3. Select Stop. An alert appears that notifies you this stops the World Wide Web Publishing Service

  4. Install the SDK to the suggested directory on the same drive where SDK was originally installed with the WebView Third Party Installer.

  5. Restart WebView.

  6. Open the Windows Service Control Panel.

  7. Click to select the World Wide Web Publishing Service.

  8. Click Start.

    Note: This action also starts the IIS Admin Service.

Distributor AW with Configuration Management Service (CMS) enabled

Both version 6.0 and 7.0/7.1 of the AW CMS node were shipped with JDK/JRE version 1.4.2_x, and customers can obtain the requisite DST update by applying the TZupdater tool for this version, as referenced above. This product uses a straight (global) installation of the JDK/JRE, and no explicit path specification is required. See instructions at the Sun Java SE TZupdater Tool page. Cisco advises that the readme file be read carefully before proceeding with the installation.

System IPCC Web Administration, Agent Re-skilling Web Tool (non-System IPCC)

Version 7.0/7.1 of these web-based configuration tools were shipped with JDK/JRE version 1.4.2_x, and customers can obtain the requisite DST update by applying the TZupdater tool for this version, as referenced above. This product uses a straight (global) installation of the JDK/JRE, and no explicit path specification is required. See instructions at the Sun Java SE TZupdater Tool page. Cisco advises that the readme file be read carefully before proceeding with the installation.

Cisco Computer Telephony Integration Option (Cisco Toolkit Java API Desktop)

Both version 6.0 and 7.0/7.1 of the Java CIL option (JDK/JRE version 1.4.2_x) can obtain the requisite 2007 DST update through application of the TZupdater tool, available as referenced above. This product uses a straight (global) installation of the JDK/JRE, and no explicit path specification is required. See instructions at the Sun Java SE TZupdater Tool page. Cisco advises that the readme file be read carefully before proceeding with the installation.

Note:

The described Microsoft Windows procedure to accommodate awareness of the DST change should also be implemented for older Intelligent Contact Management (ICM) Enterprise and Hosted, and IP Contact Center (IPCC) Enterprise and Hosted products, but as these versions of the Cisco Contact Center software have exceeded their End of Software Maintenance Release dates, they must be upgraded to current supported major version levels in order to obtain the required Cisco maintenance updates. For customers who choose not to upgrade, it is recommended that you follow the workarounds provided for 6.0 and 7.x installations.

Refer to the End-of-Life and End-of-Sale Notices page.

CTI Desktop

Red Hat Linux Considerations

Apply the Red Hat Linux system maintenance (patch or manual process, as appropriate) per the Red Hat Linux guidelines referenced in the Background section of this field notice. Questions or special consideration issues should be provided directly to Red Hat. Cisco Enterprise and Hosted Contact Center customers have responsibility for administering their own Red Hat Linux operating system.

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

CSCse96015 (registered customers only)

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

CSCsg26106 (registered customers only)

Update 2007 DST changes for all peripherals

Revision History

Revision

Date

Comment

1.0

29-MAR-2007

Initial Public Release

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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