Field Notice: FN - 63895 - Russian Time Zone Changes October 2014 - For Cisco Unified Contact Center Enterprise Products - Workaround Provided

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	Publish Date	Comments
1.0	17-Dec-14	Initial Release
10.0	16-Nov-17	Migration to new field notice system

Products Affected

Affected OS Type	Affected Release	Affected Release Number	Comments
NON-IOS	8	8.5

Defect Information

Defect ID	Headline
CSCvf34445	Dummy defect for field notices that were created with out defects

Problem Description

rior to October 26, 2014 Russia was split into nine time zones and Moscow was in the Coordinated Universal Time (UTC) +4 time zone. After October 26th, Russia will have 11 time zones and Moscow will be in the UTC +3 time zone on winter time. There will be some new time zones and others will be collapsed.

If you have the Outbound Option, do not apply the Microsoft patch KB to Unified Contact Center Enterprise (UCCE) servers. For Cisco Voice Portal (CVP), you should apply the appropriate Java time zone patches.

Voice Operating System (VOS) products require a special patch in order to apply time zone updates and it is not available yet. Until the patch is available, you might want to apply an equivalent UTC time zone in order to work around the issue.

Background

In accordance with a recent law passed by the government of Russia, Russia will change its existing time zones on October 26, 2014. This notice is intended to alert you to the specific impact of the Russian time zone changes.

Time	Zone	Area Covered
UTC+02:00	MSK−1: Kaliningrad Time	Kaliningrad Oblast (located in Europe)
UTC+03:00	MSK: Moscow Time	Most of European Russia
UTC+05:00	MSK+2: Yekaterinburg Time	Bashkortostan, Chelyabinsk Oblast, Khanty-Mansi Autonomous Okrug, Kurgan Oblast, Orenburg Oblast, Perm Krai, Sverdlovsk Oblast (partly in Europe), Tyumen Oblast, and Yamalia
UTC+06:00	MSK+3: Omsk Time	Altai Krai, Altai Republic, Novosibirsk Oblast, Kemerovo Oblast, Omsk Oblast and Tomsk Oblast
UTC+07:00	MSK+4: Krasnoyarsk Time	Khakassia, Krasnoyarsk Krai and Tuva
UTC+08:00	MSK+5: Irkutsk Time	Irkutsk Oblast and Buryatia
UTC+9:00	MSK+6: Yakutsk Time	Amur Oblast, western Sakha Republic and Zabaykalsky Krai
UTC+11:00	MSK+7: Vladivostok Time	Jewish Autonomous Oblast, Khabarovsk Krai, Primorsky Krai, central Sakha Republic and Sakhalin Oblast (except its easternmost district in the Kuril Islands)
UTC+12:00	MSK+8: Magadan Time	Magadan Oblast, eastern Sakha Republic, Severo-Kurilsky District of the Sakhalin Oblast, Chukotka and Kamchatka Krai
UTC+04:00	Izhevsk, Samara
UTC+11:00	Chokurdakh
UTC+12:00	Anadyr, Petropavlovsk-Kamchatsky

 

Problem Symptom

Cisco Outbound Option

Effective with the Russian time zone change, an upgrade to Microsoft and Java results in the placement of calls at inaccurate and unpredictable intervals. The  problem symptom is that customers might be called at the wrong time.

Cisco Unified Intelligence Center

An update to the Java Development Kit (JDK)/Java Runtime Environment (JRE) with the latest patch can result in inaccurate date/time references across Cisco Unified Intelligence Center (CUIC) reports, both historical and real-time. Additionally, CUIC features that use time dependent reports such as job scheduler, favorite reports, or the event viewer might contain erroneous time/date context. It might also result in misleading timestamps on log file event entries. Report generation and general functions continue to operate as expected, with the notable exception of these date/time references.

CVP

Possible time of day impacts in scripting

 

Workaround/Solution

Cisco Outbound Option

After you apply the Microsoft Windows and Java time zone patches, complete these steps:

1. Reconfigure all campaigns in order to ensure that the time zone setting is the time zone desired.
2. Purge/reimport all dialing lists before you use Outbound Dialer.

CVP

For CVP, both the Microsoft KB2998527 patch and Oracle tzdata2014f patch should be installed on all the hosts. If you do not have the updates, it impacts the Reporting data timestamps and corresponding reports and the log messages.

These are the impacts of the time zone change:

• Reporting data: There will be an overlapping set of data for the same duration as the time zone shift in the data logging tables when the zone is shifted backward.
• Courtesy Call Back (CCB): If there is a failure of the Reporting server host, the in-memory data gets restored from the database, which might cause older callbacks to not be completed. This can happen only for those calls started in the shifted time duration.

VOS Products

For the VOS products; CUIC, Finesse, Live Data, and SocialMiner, there is no way to apply the time zone changes yet. Cisco is working on patches for this.

Cisco recommends that you choose to change the server time zone to an equivalent time zone that reflects the proper UTC offset. For most products, the main impacts are in confusion on log collection reflecting the time when a problem occurred. See below for details on each VOS product:

CUIC Server

CUIC has additional dependencies because it has configured offsets for the CUIC Server to the Administrator Workstation (AW), as well as configured offsets for the reporting clients, for cases where they are in different time zones.

For CUIC: Select the Data source Timezone as GMT+/- offset (this is available today). Make the same change for users, data sources, and the CUIC server. This should get the correct offset applied to reports, schedules, and log file entries/events.

Finesse

No known impacts other than log collection (see the Log Collection section).

SocialMiner

No other known impacts other than log collection (see the Log Collection section).

MediaSense

For MediaSense, Search and Play might be impacted.

All metadata is stored in GMT time, so none of the metadata will be impacted. However, users of the MediaSense Search and Play application will be affected if they are located in one of the impacted time zones or if they select one of those time zones within their search criteria. Third party partner products which interface with MediaSense will be similarly affected until they update their own time zone tables.

The workaround is to select a search time zone which matches the correct offset from GMT, even if the city is no longer correct.

Log Collection

For all products that complete log collection from one or more multiple servers (for example, System CLI, CVP Operations, Administration, Maintenance, and Provisioning, Package Contact Center Enterprise diag portal, Cisco Prime, and Diagnostic Portico), there is some confusion about what time range to use for log collection.

Remote Silent Monitor

For Remote Silent Monitor, "Newest Call" and "Problem Call" is impacted since they are based on a time stamp.

The only place in Route Switch Module where time values are converted to server locale timezone, is in log file traces and one troubleshooting debug console page. For these to be displayed properly in the correct timezone offset, you need the proper JRE timezone updates and Windows Server OS updates applied and RSM services restarted.

CAD

CAD is not impacted.

E-mail Interaction Manager/Web Interaction Manager

E-mail Interaction Manager and Web Interaction Manager impacts are not known.

Cisco Unified Communications Manager

Impacts for Cisco Unified Communications Manager are not yet identified. It is not known when they will have a Voice Operating System patch to update and add the new time zones.

Contact Center Management Portal/Contact Center Domain Manager

Impact analysis for existing Contact Center Management Portal (CCMP)/Contact Center Domain Manager (CCDM) installations is as follows:

• Users will not be able to select the new time-zones from the CCMP/CCDM user interface. They will be able to select from the existing set of time zones after which their date/time information will be shifted accordingly.
• Cisco will add the new time zones for the next release - CCMP 11/ CCDM 10.6.
• There will be no negative impact for time zone information that changes on the operating system. Cisco is not reliant on that data.

The Collaboration Business Applications Business Unit (CBABU) teams are working to provide a fix.

Related Links 

• Russian DST 2014
• Oracle - Time Zone Database
• Microsoft - A September 2014 time zone update for Russia is available

 

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:

• Open a service request on Cisco.com
• By email
• By telephone

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