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Cisco Unified Workforce Optimization

Field Notice: FN - 62931 - New Zealand Daylight Savings Time Policy Changes Effective September 2007 - For Cisco Unified Workforce Optimization (WFO)


Revised September 19, 2007

September 10, 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 Unified Contact Center Enterprise/ CAD Servers, CAD-BE, CAD and CSD - 7.1(X), 7.2(X)

Cisco Unified Workforce Optimization- Quality Management/ All Servers and Clients - 2.3(1)

Cisco Unified Workforce Optimization- Workforce Management/ WFM Administration server - 8.0(X)

IP Contact Center (IPCC) Enterprise/ CAD Server(s), CAD and CSD - 4.x, 6.0 and 7.0

Unified Contact Center Express (Unified CCX) / CAD Server(s), CAD and CSD - 3.5(X), 4.0(X), 4.5(X), 5.0(X)

WFO - 1.0

 

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

Time zone information is stored in a time zone database (called the tz database or zoneinfo). The tz database "is updated periodically to reflect changes made by political bodies to time zone boundaries, UTC offsets, and daylight-savings rules". For more information see the ZoneInfo home page. 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. Specifically this notice provides information about the time zone update referred to as tz2007f or tzdata2007f.

Note: This update includes all previous updates specified by Cisco Field Notice 62768.

Problem Symptoms

Products listed above

Failure to update the operating system or Java runtime environment for products listed in this field notice will result in a one hour time discrepancy.

Workaround/Solution

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 and Server 2003 Service Pack 1 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

Server Operating Systems

CAD, QM, WFM run on Microsoft Windows Server 2003 or Microsoft Windows Server 2000. The operating system patch listed above under Microsoft Windows Considerations must be applied to all Windows Server 2003 servers and Microsoft Windows Server 2000 that run the products listed in this field notice.

Personal Computer(PC) Operating Systems

CAD, QM, WFM above run on Microsoft Windows Professional 2000 or Microsoft Windows XP. The operating system patch listed above under Microsoft Windows Considerations must be applied to all Microsoft Windows Professional 2000 or Microsoft Windows XP that run the products listed in this field notice.

The Cisco Product above stores the time zone database within its internal tables. Sun Microsystems provides a tool - TZUpdater (version 1.2.2) - to adjust these dates to the new values.

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.

Cisco Unified Contact Center Enterprise 7.2 & 7.1- CAD-BE

To update the Java technology used in CUCCE for CAD-BE, go to the Java SE Downloads Page to obtain the JDK US DST Timezone Update Tool - version 1.2.2. Follow the installations provided in the ReadMe.

Cisco Unified Workforce Optimization- Workforce Management

The WFM installation copies the private Java Runtime Engine (JRE) to path C:\Program Files\Cisco\WFO_WFM\Java\bin. Sun Microsystems has made available a tool to update the time zone database of current installations. To update WFMs JRE, follow the steps listed below exactly. Because the JRE installed is considered "private" - it is not listed in the registry at HKLM\Software\JavaSoft or placed in the System Path - failure to specify the path to the java.exe used by WFM can result in the update being applied to the incorrect JRE should other JREs be present on the machine.

Information regarding the tool that performs the JRE updates is available at the Sun Java SE TZupdater Tool page and in a README.html file with the tool itself.

Steps to Update the JRE

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

  2. Select the Download button to the right of the choice "JDK US DST Timezone Update Tool - 1.2.2"

    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 WFM system. The patch comes in the form 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. Place the tzupdater.jar in the C:\Program Files\Cisco\WFO_WFM\Java\bin directory (location by default; if you picked a different location during install place it there)

  6. Open a command-line window and 'cd [directory_path]' (cd = change directory) for MS Windows operating systems, to the path where tzupdater.jar is located.

  7. Issue the following from the command-line:

    C:\Program Files\Cisco\WFO_WFM\Java\bin>java -jar tzupdater.jar -u

    where "u" is 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. Restart WFM server.

Cisco Unified Workforce Optimization- Quality Management

The QM installation copies the private Java Runtime Engine (JRE) to path C:\Program Files\Cisco\WFO_QM\Java\bin. Sun Microsystems has made available a tool to update the time zone database of current installations. To update QMs JRE, follow the steps listed below exactly. Because the JRE installed is considered "private" - it is not listed in the registry at HKLM\Software\JavaSoft or placed in the System Path - failure to specify the path to the java.exe used by QM can result in the update being applied to the incorrect JRE should other JREs be present on the machine.

Information regarding the tool that performs the JRE updates is available at the Sun Java SE TZupdater Tool page and in a README.html file with the tool itself.

Steps to Update the JRE

Please note that the following procedure must be run on both the QM servers and clients.

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

  2. Select the Download button to the right of the choice "JDK US DST Timezone Update Tool - 1.2.2"

    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 QM system. The patch comes in the form 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. Place the tzupdater.jar in the C:\Program Files\Cisco\WFO_QM\Java\bin directory (location by default; if you picked a different location during install place it there)

  6. Open a command-line window and 'cd [directory_path]' (cd = change directory) for MS Windows operating systems, to the path where tzupdater.jar is located.

  7. Issue the following from the command-line:

    C:\Program Files\Cisco\WFO_QM\Java\bin>java -jar tzupdater.jar -u

    where "u" is 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. Restart the QM box.

Note: There is a conflict between certain three-letter time zone IDs in JDK version 1.1 and the time zone database IDs used in Olson tzdata2005r or greater. The conflicting time zone IDs are "EST", "MST" and "HST". To resolve this issue, you must run TZupdater again with the -f -bc options specified. See Sun Alert 102836 for Java.

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

CSCsk08455 (registered customers only)

QM Considerations for 2007 New Zealand Daylight Savings Time Change

CSCsk08442 (registered customers only)

WFM Considerations for 2007 New Zealand Daylight Savings Time Change

CSCsk08476 (registered customers only)

CAD/CSD Considerations for 2007 New Zealand Daylight Savings Time Change

 

Revision History

Revision

Date

Comment

1.1

19-SEP-2007

Under the Workaround/Solution section: Changed "TZUpdater (version 1.2.1)" version to 1.2.2. Changed "JDK US DST Timezone Update Tool - 1.2.1" version to 1.2.2.

1.0

10-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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