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Cisco Support Tools

Field Notice: FN - 62772 - Support Tools - 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

ICM Hosted Support Tools - 1.0(1), 2.0(1), 2.1

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, 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

Microsoft Windows Considerations

In general, the Enterprise and Hosted contact center product components rely on the underlying Microsoft Windows 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 Microsoft's guidance for Windows system maintenance to ensure their systems are updated for the 2007 DST change.

Windows Server 2003 and Windows XP customers can obtain from Microsoft a software patch that will apply the necessary update to their servers. This patch, and links to it, are described via the following Microsoft Knowledge Base (KB) article number 931836: February 2007 cumulative time zone update for Microsoft Windows operating systems

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).

For more information about the DST changes and Microsoft, see the following links:

Preparing for Daylight Saving Time changes in 2007

How to configure daylight saving time for the United States in 2007

Daylight Saving Time Help and Support Center

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

Sun Java Considerations

Many Cisco contact center products rely on Java technology to implement (at least) some part of a solution. The Java components also rely on underlying Java Runtime Environment (JRE) to manifest time zone context, including DST start and end event timing.

For this reason, when Java is used by the product, the JRE (or equivalent) must also be patched to address the new DST rules. More information will be given about this, if the product does require Java patching.

Cisco Support Tools

For Support Tools 1.0(1), the JRE that is used is no longer supported by Sun. Users of Support Tools 1.0(1) should upgrade to 2.0(1) or 2.1(1).

The Cisco Support Tools option consists of a Server (installed on a dedicated machine) and Node Agent(s) (installed on the Voice component that is be "supported"). These applications will require the Windows patches, as described in section 3. In addition, the Support Tools Server has dependencies on the JRE which will require updating to apply the relevant DST fixes over the version that was initially shipped. Version 1.4.2 of the JDK was shipped with Support Tools 2.0 (server), while version 1.5.0 of the JRE was shipped with Support Tools 2.1. Sun's TZupdater can be run against the respective version of each JDK/JRE to implement the required update.

Because the Support Tools JRE is maintained in a private file area, instructions specific to the product file structure are provided in section 5.

Problem Symptoms

Cisco Support Tools

Failure to update the Support Tools server with the respective JRE update will result in incorrect scheduling of log collection and associated date/time references across events and logged information. Diagnostic tools dashboard functions will continue to work, but without time relational operations guaranteed.

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 Support Tools

The Support Tools Server has a dependency on CVP 4.x for CVP 4.0 task scheduling and log collection which might be affected by the DST change. When you update the JRE on the Support Tools Server, please remember to also update the JRE on your CVP 4.x systems. Update CVP first. Please consult the Cisco Unified Customer Voice Portal Field Notice for more information about doing this.

Otherwise, you can perform this update before or after you update other Cisco applications for the DST update.

To update the Support Tools Server JRE/JDK, use the JDK US DST Timezone Update Tool 1.1.0 as follows:

  1. Visit the Java SE Downloads page with your browser of choice.

  2. On this page, select the download button next to this download:

    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.

  3. Download the patch to a folder of your choice on the Support Tools system. The patch comes in the form of a Zip file.

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

  5. Stop the Cisco CCBU Support Tools HTTP Server Service from Services menu

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

  7. Issue the following from the command-line:

    For Support Tools Server 2.0:

    \SupportTools\jdk\bin\java -jar tzupdater.jar -u -v

    For Support Tools Server 2.1:

    \SupportTools\jre\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 the following (where "xxx" is "jdk" for Support Tools 2.0, or "jre" for Support Tools 2.1):

    java.home: C:\SupportTools\xxx 
    java.vendor: Sun Microsystems Inc. 
    java.version: 1.4.2_03-b02 [or 1.5.0_05] 
    JRE time zone data version: tzdata200nn 
    Embedded time zone data version: tzdata2006p 
    Extracting files... done. 
    Renaming directories... done. 
    Validating the new time zone data... done. 
    Time zone data update is complete.
    

  9. To verify the update was successful, issue this command:

    For Support Tools Server 2.0:

    \SupportTools\jdk\bin\java -jar tzupdater.jar -u

    For Support Tools Server 2.1:

    \SupportTools\jre\bin\java -jar tzupdater.jar -u

    Verify the returned text is You have the same version as the embedded one.

    Note the lack of a "-v" in the above command.

  10. Start Cisco CCBU Support Tools HTTP Server Service from Services menu.

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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