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Cisco Support Tools

Field Notice: FN - 62925 - New Zealand Daylight Saving Time Policy Changes Effective September 2007 - For Cisco Contact Center Support Tools


Revised September 18, 2007

September 8, 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

SUPPORT TOOLS - 2.0(X)

SUPPORT TOOLS - 2.1(X)

 

Problem Description

The operating systems of most Cisco products that support Daylight Saving Time (DST) have built in mechanisms to automatically change the times, based on current user-selected rules. Once the new DST is implemented, the time on devices that maintain time zone information will continue to change according to the old method, unless changes are made.

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

On April 30, 2007, the Minister of Internal Affairs issued a statement regarding a change in Daylight Saving Time policy for New Zealand. The change in policy has modified the start and end dates for Daylight Saving Time (DST). Beginning in 2007 and beyond, Daylight Saving Time in New Zealand will start on the last Sunday of September at 2:00 A.M. local time and end on the first Sunday of April at 3:00 A.M. local time.

Specifically for 2007-2008, Daylight Saving Time will begin at 2:00 A.M. local time on September 30, 2007, and end at 3:00 A.M. local time on April 6, 2008.

For more information, see the statement issued by the Minister of Internal Affairs: Daylight saving to be extended.

The old Daylight Saving Time policy dictated that DST started on the first Sunday in October and ended on the third Sunday in March.

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 1.2.2 must be used to update the J2SE 1.4.2 and 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 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 the Workaround/Solution section. 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 the Workaround/Solution section.

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.

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 contact center customers have responsibility for administering their own Windows server operating system.

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 1.2.2. Follow the installation instructions provided in the ReadMe.

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 Field Notice: FN 62924 - Cisco Unified Customer Voice Portal (CVP) - Considerations for Daylight Saving Time Change 2007 for New Zealand 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 1.2.1 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 - 1.2.2

    Note: You will need to log into a Sun Online Account before downloading the patch tool. 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.

    Note: Do not be concerned about the reference to "US DST" in the title - version 1.2.1 does indeed have updated DST information for New Zealand.

  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; note the JDK/JRE versions number may differ depending on what updates may have been applied over time):

    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: tzdata2007f 
    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

1.1

18-SEP-2007

Updated TZUpdater version to 1.2.2 in Background and Workaround/Solution sections.

1.0

08-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:

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