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Cisco Web Collaboration Option

Field Notice: FN - 62771 - Cisco Interactive Suite (CIS) - Considerations for 2007 Daylight Savings Time Change and PG Time Zone Issues


March 30, 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

CCS - 3.0

CCS - 4.0

CCS - 5.0

CCS DCA - 1.0

CCS DCA - 2.0

CEM - 3.02

CEM - 4.05

CEM - 4.05i

CEM - 4.06

CEM - 5.0

Cisco Media Blender - 3.0

Cisco Media Blender - 4.0

Cisco Media Blender - 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 Updater ("TZupdater") patch tool applied. The tool 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

Microsoft Windows Considerations

In general, the Enterprise and Hosted Contact Center product components rely on the underlying Windows operating system to manifest time zone context, including DST start and end event timing. For this reason, all Enterprise, Hosted, and Unified Customer Voice Portal (CVP) Contact Center customers must adhere to Microsoft's guidance for Windows system maintenance to ensure their systems are updated for the 2007 DST change.

Windows Server 2003 and Server 2003 Service Pack 1 customers can obtain from Microsoft a software patch that will apply the necessary update to their servers. Client applications running on Windows XP SP2 can likewise obtain this update. See the Microsoft link following this paragraph. Windows 2000 Server customers should contact Microsoft regarding procedures applicable to their version of the operating system, and to patch availability as it applies to holders of an extended support agreement (if applicable).

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 Web Collaboration, Media Blender, and Dynamic Content Adapter

The currently maintained version of these multichannel product options is 5.0 (CCS and CMB) and 2.0(1) (DCA). They originally shipped with JDK version 1.4.1 (Collaboration Server, CMB Server) and SDK version 1.3.1 (DCA Server). While time/date impact in these products is limited to logfile timestamps, Cisco advises customers to apply the remedial JDK/JRE DST fixes.

Customers may apply the aforementioned TZupdater tool patch for 1.4.1 and either use the version of TZupdater specific to SDK/JRE 1.3.1 (available from Sun Microsystems product support), or manually upgrade their version of the SDK to 1.3.1_19 (or later). As the Collaboration Server, Media Blender server and DCA JRE is maintained in a private file area, instructions specific to the product file structure are provided herein.

The Collaboration Server running in an Oracle 9i database environment requires Oracle's own DST maintenance patch in order to transition the 2007 DST date change without incident. Contact your Oracle technical support representative for further information.

Cisco E-Mail Manager Option

The currently maintained version of this multichannel product option is 5.0, and it was originally shipped running version 1.3.1 of the SDK. Because the TZupdater tool does not accommodate patching the SDK and JRE installed in separate paths (as is done for the E-Mail Manager option), customers are required to manually upgrade their version of the SDK to 1.3.1_19 (or later). Due to the private file area placement, instructions specific to the product file structure are provided herein. Internal Cisco testing has shown the DST maintenance applied to 1.3.1 does not fully resolve date/time issues, and some issues have been observed with date/time backward reference from the database. Cisco is investigating this issue further but an upgrade to the tested version in advance of the 2007 DST change date is nevertheless recommended.

The Cisco E-Mail Manager Primary / CIR DB running in an Oracle 9i database environment will require Oracle's own DST maintenance patch in order to transition the 2007 DST date change without incident. Contact your Oracle technical support representative for further information.

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 but failing to properly maintain the Windows operating system.

Cisco Web Collaboration, Media Blender, and Dynamic Content Adapter

As described under Background above, Cisco is not aware of any ramifications of date/time presentation errors with these options under normal use, other than logfile timestamps. If running the CCS DB server under Oracle, however, data event time references may be misconstrued in the absence of the corresponding patch from Oracle.

Cisco E-Mail Manager Option

Failure to update the SDK/JRE to accommodate the 2007 DST time change can result in a number of unexpected date/time anomalies, including timestamp and event logging references.

If running the Primary / CIR CB under Oracle, however, data event time references may be misconstrued in the absence of the corresponding patch from Oracle.

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 Collaboration Server

Upgrade JDK US DST Timezone Update Tool 1.1.0 for Cisco Collaboration Server:

  1. Stop IIS and World Wide Web Publishing Service on CCS Server

  2. Visit Java SE Downloads with your browser of choice.

  3. Select the Download button to the right of the choice "JDK US DST Timezone Update Tool - 1.1.0"

    Note: You will need to log-into a Sun Online Account before downloading the patch. If you do not have a Sun Online Account, you can register for one free-of-charge. A valid email address is required for registration.

  4. Download the patch to a folder of your choice on the CCS system. The patch comes in the form a zip file.

  5. Unzip the contents of the patch to the same folder. There should now be a file present named "tzupdater.jar".

  6. Open a command-line window and browse to the path where tzupdater.jar is located

  7. Issue the following from the command-line:

    [CCS Installed Drive]:\Cisco_CS\jdk\bin\java -jar tzupdater.jar -u -v
    

    where "u" and "v" are both lower-case letters.

    Again, this entire command is issued from a command-line window after browsing to the same folder as where "tzupdater.jar" is located.

  8. The output from the above command should be similar to

    java.home: c:\Cisco_CS\jdk\jre 
    java.vendor: Sun Microsystems Inc. 
    java.version: 1.4.1 
    JRE time zone data version: tzdata2002c 
    Embedded time zone data version: tzdata2007c 
    Extracting files... done. 
    Renaming directories... done. 
    Validating the new time zone data... done. 
    Time zone data update is complete.
    

  9. Start IIS and World Wide Web Publishing Service.

Cisco Media Blender

Server Upgrade JDK US DST Timezone Update Tool 1.1.0 for Cisco Media Blender Server:

  1. Stop IIS and World Wide Web Publishing Service on the CMB server

  2. Visit Java SE Downloads with your browser of choice.

  3. Select the Download button to the right of the choice "JDK US DST Timezone Update Tool - 1.1.0"

    Note: You will need to log-into a Sun Online Account before downloading the patch. If you do not have a Sun Online Account, you can register for one free-of-charge. A valid email address is required for registration.

  4. Download the patch to a folder of your choice on the CMB system. The patch comes in the form a zip file.

  5. Unzip the contents of the patch to the same folder. There should now be a file present named "tzupdater.jar"

  6. Open a command-line window and browse to the path where tzupdater.jar is located.

  7. Issue the following from the command-line:

    [CMB Installed Drive]:\CiscoMB\jdk\bin\java -jar tzupdater.jar -u -v
    

    Where "u" and "v" are both lower-case letters.

    Again, this entire command is issued from a command-line window after browsing to the same folder as where "tzupdater.jar" is located.

  8. The output from the above command should be similar to

    java.home: c:\CiscoMB\jdk\jre 
    java.vendor: Sun Microsystems Inc. 
    java.version: 1.4.1 
    JRE time zone data version: tzdata2002c 
    Embedded time zone data version: tzdata2007c 
    Extracting files... done. 
    Renaming directories... done. 
    Validating the new time zone data... done. 
    Time zone data update is complete.
    
  9. Start IIS and World Wide Web Publishing Service.

Cisco Dynamic Content Adapter

Upgrade JDK US DST 1.3.1 Timezone Update Tool 1.1.0 for Dynamic Content Adapter:

  1. Stop IIS and World Wide Web Publishing Service on the DCA server.

  2. Visit J2SE 1.3.1 Timezone Updater with your browser of choice.

  3. Download the patch (tzupdater131-1.1.0-2007a.zip) to a folder of choice on the DCA system.

  4. Unzip the contents of the patch to the same folder. There should now be a file present named "tzupdater131.jar".

  5. Open a command-line window and browse to the path where tzupdater131.jar is located.

  6. Issue the following from the command-line:

    [DCA Installed Drive]:\DCA\jdk\bin\java -jar tzupdater131.jar -u -v
    

    where "u" and "v" are both lower-case letters.

    Again, this entire command is issued from a command-line window after browsing to the same folder as where "tzupdater131.jar" is located.

  7. The output from the above command should be similar to

    java.home: c:\DCA\jdk\jre 
    java.vendor: Sun Microsystems Inc. 
    java.version: 1.3.1 
    os.name: Windows 2000 
    Temporary file location: c:\DCA\jdk\jre\lib\tz.tmp 
    Backing up c:\DCA\jdk\jre\lib\rt.jar to c:\DCA\jdk\jre\lib\rt.jar.TZbackup 
    Done backup of rt.jar 
    Verified: c:\DCA\jdk\jre\lib\rt.jar.TZbackup 
    Extracting files... done. 
    Extracting files... done. 
    Verified: c:\DCA\jdk\jre\lib\tz.tmp\copyofRt.jar 
    Moving working copy of rt.jar back to live rt.jar. 
    Creating c:\DCA\jdk\jre\lib\TimeZoneData.VERSION 
    done. 
    Time zone data update is complete.
    
  8. Start IIS and World Wide Web Publishing Service.

Cisco E-Mail Manager Option

Instructions follow for updating the Cisco E-Mail Manager option (SDK/JRE 1.3.1) by upgrading the 1.3.1 maintenance version to 1.3.1_19. Note that CeM uses a "private" install of the JDK/JRE, and explicit file path information must be supplied.

Step 1: Upgrade JRE to 1.3.1_19 for Cisco Email Manager CORE Server:

  1. Stop Cisco Email Manager Server Services from Services menu.

  2. Stop IIS and World Wide Web Publishing Service.

  3. Download 'j2re-1_3_1_19-windows-i586.exe' from the Sun website. Select Windows offline installation and save the installable to the Cisco Email Manager Server.

  4. Run the installable on CEM core server.

  5. Click the "Change" button for the "Install To:" option and give the path as [CEM installed Drive]:\ Program Files\JavaSoft\JRE\1.3.1.

  6. Check "Microsoft Internet explorer" and click "Install".

  7. After the installation completes, start IIS and World Wide Web Publishing Service.

  8. Start Cisco Email Manager Server Service from the Services menu.

Step 2: Upgrade JDK to 1.3.1_19 for Cisco Email Manager CORE Server:

  1. Stop Cisco Email Manager Server Services from the Services menu.

  2. Stop IIS and World Wide Web Publishing Service.

  3. Download "j2sdk-1_3_1_19-windows-i586.exe" from the Sun website. Select Windows offline installation and save the installable to the Cisco Email Manager Server.

  4. Run the installable on the CEM core server.

  5. Click "Change" button for the "Install To:" option and give the path as [CEM installed Drive]:\ jdk1.3.1

  6. After the installation completes, start IIS and World Wide Web Publishing Service.

  7. Start Cisco Email Manager Server Service from the Services menu.

Upgrade JDK to 1.3.1_19 for Cisco Email Manager UI Server:

  1. Stop IIS and World Wide Web Publishing Service on CEM UI Server.

  2. Download "j2sdk-1_3_1_19-windows-i586.exe" from the Sun website. Select Windows offline installation and save the installable to the Cisco Email Manager Server.

  3. Run the installable on CEM UI server.

  4. Click "Change" button for the "Install To:" option and give the path as [CEM UI Server installed Drive]:\ jdk1.3.1

  5. Check "Microsoft Internet explorer" and click "Install".

  6. After the installation completes, start IIS and World Wide Web Publishing Service.

Upgrade JDK to 1.3.1_19 for Cisco Email Manager WEBVIEW Server:

  1. Stop IIS and World Wide Web Publishing Service on CEM Webview Server.

  2. Download "j2sdk-1_3_1_19-windows-i586.exe" from the Sun website. Select Windows offline installation and save the installable to the Cisco Email Manager Server.

  3. Run the installable on the CEM Webview server.

  4. Click the "Change" button for the "Install To:" option and give the path as [CEM Webview server installed Drive]:\ jdk1.3.1

  5. Check "Microsoft Internet explorer" and click "Install".

  6. After the installation completes, start IIS and World Wide Web Publishing Service.

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.

Please refer to the End-of-Life and End-of-Sale Notices page.

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

CSCsi22179 (registered customers only)

Incorrect session time for historical report after updating JRE

CSCsh85976 (registered customers only)

CEM RServer Console, logs showing 1 hr difference when DST comes into effect

CSCsi10430 (registered customers only)

Incorrect session duration in CCS reports after JDK upgrade

CSCsh86008 (registered customers only)

Report generated with/without DST changes are showin incorrect values

CSCsh85878 (registered customers only)

Report is showing incorrect msg max wait time

Revision History

Revision

Date

Comment

1.0

30-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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