Guest

Cisco Unified Intelligent Contact Management Hosted

Field Notice: FN - 62881 - Cisco Unified Contact Center/Intelligent Contact Management - Considerations for New Zealand 2007-2008 Daylight Saving Time Change


Revised September 28, 2007

September 7, 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 IP Contact Center (IPCC) Enterprise - 6.0

Cisco Intelligent Contact Management (ICM) Enterprise - 6.0

Cisco Outbound Option - 6.0, 7.0(X)), 7.1(X), 7.2(X)

Cisco System Unified Contact Center Enterprise - 7.0(X)), 7.1(X), 7.2(X)

Cisco Unified Contact Center Enterprise and Hosted - 7.0(X)), 7.1(X), 7.2(X)

Cisco Unified Intelligent Contact Management Enterprise and Hosted - 7.0(X)), 7.1(X), 7.2(X)

 

Problem Description

The time zone update reflects the recent Daylight Savings Time (DST) extensions announced by the New Zealand Department of Internal Affairs (see New Zealand Department of Internal Affairs official DST announcement). In New Zealand beginning September 2007, DST will start one week earlier than usual and end two weeks later. Specifically, New Zealand DST will start at 2:00 A.M. on the last Sunday in September and end the first Sunday in April at 3:00 A.M. Without making the modification detailed in this field notice, operating systems and applications that reference New Zealand local time will be off by one hour during two distinct periods:

1) Last Sunday in September - first Sunday in October

2) Last two Sundays in March - first Sunday in April

Background

This notice is intended to both alert you to the specific impact of the Daylight Savings Time change and to detail the necessary steps that should be taken to be in compliance with the specified changes.

Microsoft Windows Considerations

In general, many Cisco 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 Cisco Contact Center customers must adhere to Microsoft's guidance for Windows system maintenance to ensure their systems are updated for the New Zealand DST change.

Windows Server 2003, Server 2003 Service Pack 1 and Server 2003 Service Pack 2 customers can obtain a software patch from Microsoft 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). Windows 2000 Server customers may also use the Microsoft TZEDIT tool to alter DST information.

See the following Microsoft links describing system preparation and steps, and also Microsoft Knowledge Base (KB) article numbers 933360 and 933853.

Daylight Saving Time Help and Support Center

Preparing for Daylight Saving Time changes in 2007

Microsoft Support Knowledge Base 933360

Microsoft Support Knowledge Base 933853

Sun Java Considerations

A number of Cisco Contact Center products are implemented using Sun Java technology. Sun Microsystems recommends that you use the latest Sun Java SE platform JDK or JRE update release as the preferred vehicle for delivering time zone data updates. However, the time zone update tool - TZUpdater - provides a means of updating installed Java Development Kit (JDK) and Java Runtime Environment (JRE) software with more recent time zone data while leaving other system configuration and dependencies unchanged. This reduces the risk of introducing incompatibilities or unexpected behavior with a completely updated JDK/JRE. It is for this reason that Cisco recommends the use of the TZUpdater tool for the New Zealand DST changes.

Please note that Sun has provided updated time zone information for the New Zealand DST change beginning in the following JDK/JRE releases: J2SE 1.3.1_18, J2SE 1.4.2_15, JSE 6.0 (1.6.0_02). Sun has not released an update for the New Zealand DST change in Java 2 SE 5.0 (1.5.0) yet (scheduled for release on November 1, 2007) so the TZUpdater tool is the only available solution for this release of the JDK/JRE.

TZUpdater 1.2.1 (or newer) must be used to update 1.5.0 JDK/JRE.

The TZUpdater tool cannot be used for J2SE 1.3.1. Upgrade to the latest release of this version is required to facilitate automatic adjustment for the New Zealand DST changes. An alternative option is to manually update the system clock at the DST start and stop times.

Cisco Unified Contact Center Enterprise and Hosted, Cisco Unified Intelligent Contact Management (ICM) Enterprise and Hosted and Cisco System Unified Contact Center Enterprise Considerations

The Cisco Unified Contact Center and ICM product runs on Microsoft Windows servers. The operating system patch listed above under Microsoft Windows Considerations must be applied to the operating system of all servers that run Contact Center and/or ICM components.

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

Because the Peripheral Gateway (PG) component of the Cisco Unified Intelligent Contact Management Enterprise and Hosted product contains logic based on prior DST start and stop date conventions, software maintenance must be applied in order to properly accommodate the New Zealand 2007/2008 DST start/stop 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\PG{n}[A/B]\PG\CurrentVersion \PIMS\pim{m}\GenericData

where 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

Versions 7.0(0) through 7.2(2) of the Outbound Option also contain logic making "hardcoded" assumptions around prior DST start and stop dates. With the revised New Zealand 2007/2008 DST policy in effect, Outbound Option will as a result contain rules that are obsolete. Specifically, the time to dial customers during the last Sunday of September 2007 through to the first Sunday of October 2007 and also from the third Sunday of March 2008 until the first Sunday of April 2008 will be incorrect. For this reason, customers deploying version 7.x(x) 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 September 30, 2007).

Note that dialing customers outside of allotted time periods (as regulated by each respective country) may be a violation of applicable regulations, and thus the maintenance update or acceptable workaround must be in place prior to the September 30, 2007 DST start period. Responsibility for conformance to local laws 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 Sun JDK/JRE requiring an update to the Webview server(s). Webview version 7.x(x) shipped with JDK version 1.4.2_15 does not require any action. Webview version 6.0 shipped with SDK/JRE version 1.3.1, must also upgrade to version 1.4.2_15 of JDK.

Distributor Administrator Workstation (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 in versions 7.x(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.x(x) of CMS shipped with JDK/JRE 1.4.2_15 and - as with other Java components described within - will require the TZupdater tool patch to properly handle the revised DST date transitions.

Cisco System Unified Contact Center Enterprise Web Administration; Agent Re-skilling Web Tool

Both the System Unified Contact Center Enterprise Web Administration interface (web-based configuration) and the Agent Re-skilling Web Tool functions 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 log file 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.x(x) were originally shipped with versions of the 1.4.2_15 JDK/JRE, and as such each is a candidate for the TZupdater tool patch.

Please Note: to distinguish what component will apply either JDK or JRE, please reference the following list:

Support Tools: JRE

Webview: JDK

Web Config, CMS, Agent Reskilling Tool: JDK

CeM, CCS, DCA,CMB:

JDK

JTAPI: JRE

CAD-BE, CAD Server, IP Phone Agent: JRE

CTI Desktop: JDK

CVP: JRE (except VXMLServer which uses JDK)

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 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 September 30, 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.x(x) will result in calls being placed at inaccurate and unpredictable intervals, effective beginning with the September 30, 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 real-time. 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 log file 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 Unified Contact Center Enterprise Web Administration; Contact Center Agent Re-skilling Web Tool

Failure to update the JDK/JRE used with these web-based configuration tools - like the CMS case above - may result in misleading timestamps on log file 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.

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 Contact Center customers have responsibility for administering their own Windows server operating system.

Sun Java Considerations

To update the Java technology used in the following products and/or product components, go to the Java SE Downloads Page to obtain the JDK US DST Timezone Update Tool - version 1.2.1 (or newer). Follow the installation instructions provided in the ReadMe.

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 (PIM) components for 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), IP Contact Center (IPCC) Enterprise and Hosted version 7.0(0) SR4 ES-76 (Outbound Option), ES-77 (PIM)

- Unified ICM, Unified Contact Center Enterprise and Hosted version 7.1(5), ES-27 (Outbound Option), ES-28 (PIM)

Customers currently deploying version 7.0 SR3 or earlier are required to upgrade to 7.0(0) SR4 and apply the requisite ES. Customers currently deploying version 7.1(1) through 7.1(4) are required to upgrade to maintenance release 7.1(5) and apply the requisite ES 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.

Engineering Specials (ES) are not available for ICM and IPCC version 6.0 PGs and Outbound Option. The manual operations noted within this field notice are the suggested course of action for these components.

Cisco Outbound Option

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

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

b) Upgrading to the most recent maintenance level of the Cisco Unified Contact Center Enterprise or Hosted, or Cisco Unified Intelligent Contact Management Enterprise or Hosted software.

Customers currently deploying version 7.0 SR3 or earlier are required to upgrade to 7.0(0) SR4 and apply the requisite ES. Customers currently deploying version 7.1(1) through 7.1(4) are required to upgrade to maintenance release 7.1(5) and apply the requisite ES in order to obtain the updates.

In lieu of the software upgrade for current version 7.0 and 7.1(x) customers, the following workaround can be executed to avoid dialing time shifts and lack of compliance with regulations 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 September 30, 2007 through October 7, 2007 - and then from March 16, 2008 through April 6, 2008. For 7.0 or 7.1(x) Outbound Option customers, this workaround is required if the software is not updated to version 7.0(0) SR4 or 7.1(5). 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)

Users must uninstall the older versions of JDK and install version 1.4.2_15. They must install the JDK in the directory on the same drive where JDK 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 the newer JDK version. Customers updating their Webview server to version 1.4.2_15 JDK should do so as follows:

  1. Download version 1.4.2_15 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 JDK to the suggested directory on the same drive where JDK 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. Click Start.

Note: This action also starts the IIS Admin Service.

Distributor Administrator Workstation (AW) with Configuration Management Service (CMS) Enabled

Both versions 6.0 and 7.x(x) of the AW CMS node were shipped with JDK/JRE version 1.4.2, 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 Unified Contact Center Enterprise Web Administration; Contact Center Agent Re-skilling Web Tool

Version 7.x(x) of these web-based configuration tools were shipped with JDK/JRE version 1.4.2, 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 versions 6.0 and 7.x(x) of the Java CIL option (JDK/JRE version 1.4.2) can obtain the requisite 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.

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

CSCsj75829 (registered customers only)

(NZ) 2007 DST time for peripherals in time zone different than ACD

 

Revision History

Revision

Date

Comment

1.1

28-SEP-2007

Added (or newer) to references to TZUpdater 1.2.1, removed DDTS not related to this issue, changed 1.4.2 JDK/JRE to 1.4.2_15 JDK/JRE in certain instances, added list to distinguish what component will apply either JDK or JRE

1.0

07-SEP-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:

Receive Email Notification For New Field Notices

Product Alert Tool - Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.