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Cisco Unified Workforce Optimization

Field Notice: FN - 62939 - US Daylight Saving Time Policy Changes Effective September 2007 - For Cisco Unified Workforce Optimization (WFO)


Revised March 5, 2008

September 11, 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.


Revision History

Revision

Date

Comment

1.1

05-MAR-2007

Changed reference to TZupdater 1.2.2 or later - Changed Java SE Downloads link to U.S. Daylight Saving Time Changes in 2007 - Workaround/Solution section.

1.0

11-SEP-2007

Initial Public Release

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.

In compliance with the Energy Policy Act of 2005, the switchover dates to and from Daylight Saving 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 patch tool applied (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.

Background

On August 8, 2005, the Energy Policy Act of 2005 (H.R.6.ENR), was signed into law. Section 110 of this Act modified the time change dates for Daylight Saving Time (DST) in the U.S.

Beginning in March of 2007, DST will begin on the second Sunday of March and end the first Sunday of November.

For 2007 and beyond, the daylight saving time period will be:

2:00 A.M. on the second Sunday in March

to

2:00 A.M. on the first Sunday in November

For more information on the Energy Policy Act of 2005, please see H.R. 6.

Problem Symptoms

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.

If the servers and clients are not patched the time will not change on the new day of March 2nd.

Specifically:

For CAD reports and recordings - will be off by an hour.

For WFM the system - will have one hour difference with actual time and it will have an impact on Real time adherence and reports.

For QM this will result in an hour difference in recording time, upload time, DB Cleanup time, scope of workflows and evaluation times. On November 1, the time will then change to the correct time and there will be no further discrepancies. All information recorded during this week will appear off by one hour unless a desktop's Java client is patched. At that time all times will be corrected. This is because the date and time are stored in GMT and are not affected by time zones. Only when displayed by the Desktop client are they adjusted to reflect the time zone with which it is associated. The biggest risk to upgrades is the fact that every Desktop client will need to be patched in order for the time zone change to be viewed correctly.

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 US 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 U.S. Daylight Saving Time Changes in 2007 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 or later"

    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 a lower-case letter.

    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 U.S. Daylight Saving Time Changes in 2007 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 or later"

    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 a lower-case letter.

    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.

Product

Version

Tested (Y/I*)

Components Tested (All Specified)

Cisco Unified Contact Center Enterprise/ CAD Servers, CAD-BE, CAD and CSD

7.2 and 7.1

Y

All

IP Contact Center (IPCC) Enterprise/ CAD Server(s), CAD and CSD

4.x, 6.0 and 7.0

Y

All

Cisco Unified Workforce Optimization- Workforce Management/ WFM Administration server

8.0

Y

All

Cisco Unified Workforce Optimization- Quality Management/ All Servers and Clients

2.3

Y

All

Cisco Customer Response Solution (CRS) / CAD Server(s), CAD and CSD

3.x, 3.5(4), 4.0(x) , 4.5, and 5.0

Y

All

*Testing Disposition

I - In Progress (indicating that testing is in progress and will be updated when complete)

Y - Yes (tested)

NA - Not Applicable (none of the security updates are being tested because of a "Not Applicable" or "Deferred" assessment.)

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

CSCsk03283 (registered customers only)

Cisco Agent Desktop Considerations for 2007 Daylight Savings Time Change

CSCsk04316 (registered customers only)

Quality Management Considerations for 2007 Daylight Savings Time Change

CSCsk04303 (registered customers only)

Workforce Management Considerations for 2007 Daylight Savings Time Change

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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