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Cisco Unified IP Interactive Voice Response (IVR)

Field Notice: FN - 63090 - Cisco Unified Contact Center Express (Unified CCX) and Cisco IP IVR - Considerations for Australia Daylight Saving Time Change

Cisco - Field Notice: FN - 63090 - Cisco Unified Contact Center Express (Unified CCX) and Cisco IP IVR - Considerations for Australia Daylight Saving Time Change

November 4, 2009


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
1.2 04-NOV-2009 Updated links for Special File Access.
1.1 06-APR-2009 Updated links to Sun Microsystems website.
1.0 28-MAR-2008 Initial Public Release

Products Affected

Products Affected
Cisco Unified Contact Center Express (Unified CCX) - 3.x, 4.0(x), 4.1(x), 4.5(x), 5.0(x), 6.0(x), and 7.0(x)

Problem Description

Five Territories in Australia extend the 2007-2008 Daylight Saving Time period to end on the first Sunday in April (April 6, 2008) instead of the last Sunday in March.

For the 2008-2009 and onward, the same legislation also changes the start of Daylight Saving Time from the last Sunday in October to the first Sunday in October (October 5, 2008) through first Sunday in April, 2009 (April 5, 2009).
For more information, visit the Australian Government website:
http://www.australia.gov.au/Time

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. The tool is 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. Several Enterprise and Hosted product / product options are affected, and each requires specific consideration. Cisco Unified Contact Center Express (Unified CCX) and Cisco IP IVR are discussed in the following section. Customers deploying these product and configuration options should follow the steps outlined in the notice to ensure they avoid encountering problems with the forthcoming April DST transition.

The Contact Center product/product options affected are:
Cisco Unified Contact Center Express (Unified CCX), (formerly Cisco Customer Response Solution (CRS)), Cisco IP Interactive Voice Response (IP IVR) and Cisco IP Queue Manager (IP QM))

Background

The states of New South Wales, Victoria, South Australia, and the Australian Capital Territory will now have summer time from 2:00 A.M. standard time on the first Sunday in October 2008 to 2:00 A.M. standard time, and on the first Sunday in April, 2009. Summertime from 2007 will end on April 6, 2008.

These changes start with the end of summer time in 2008, and will result in the above locations having the same summer time as Tasmania.

References:
STANDARD TIME AMENDMENT (DAYLIGHT SAVING) BILL 2007
Victoria Government Gazette No. G 35 Thursday 30 August 2007
South Australia Daylight Saving Regulations 2007
Australian Capital Territory Standard Time and Summer Time Declaration 2007 (No 1)

Problem Symptoms

Failure to update the Cisco Unified Contact Center Express (Unified CCX) servers can result in the following:

1. Historical Reports: Reports are off by one hour (pre-DST time)as HR time is obtained from Unified CCX server.

2. Trace timestamps: Time stamp in some logs will be off by one hour (pre-DST time).

3. Real Time reports: Reports are off by one hour (pre-DST time)as RTR time is obtained from Cisco Unified Contact Center Express (Unified CCX) server

4. Data written to the Unified CCX database: Data Time stamp will be off by one hour (pre-DST time)as time is obtained from Cisco Unified Contact Center Express (Unified CCX) server.

5. Scripts using the "Time of Day" step: Calls will be routed based on pre-DST time as time is obtained from Cisco Unified Contact Center Express (Unified CCX) server.

Workaround/Solution

Cisco Unified Contact Center Express (Unified CCX)

Includes: Cisco Unified Contact Center Express, (UCCX, formerly IPCC Express) Cisco IP Interactive Voice Response (IP IVR) and Cisco IP Queue Manager (IP QM).

Patching Unified CCX servers is a multi step process as outlined below:

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.

2. Depending on the Unified CCX version, apply appropriate Unified CCX/SUN patch to update Java time zone rules on all Unified CCX servers.

3. Apply Microsoft OS patches on all CAD/CSD machines.

Unified CCX uses the same OS build as current CCM Windows OS versions. Therefore, the OS fix for Unified CCX is the same as the OS fix for Cisco CallManager and it is necessary to apply OS patch on all Unified CCX servers.

To obtain the 2008 DST changes required for the operating system, apply the minimum OS requirements 2000.4.5bSR9.
or
2003.1.2aSR5.

from the Unified CallManager & Voice Apps Crypto Software link. (registered customers only)

NOTE: Please do not apply Tzedit.exe patch provided by Microsoft or other patches provided by any third party vendors on Unified CCX servers.

Click the associated version for step by step instructions:

Unified CCX 3.1(x)

Unified CCX 3.5(x)

Unified CCX 4.0(1), 4.0(2), 4.0(3), 4.0(4), 4.5(1)

Unified CCX 4.0(5) and 4.0(5a)

Unified CCX 4.1(1)

Unified CCX 4.5(2)

Unified CCX 5.0(1), 6.0(1), and 7.0(1)

Other Versions of Unified CCX


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Unified CCX 3.1(x)

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.
To obtain the 2008 DST changes required for the operating system, apply the minimum OS 2000.4.5bSR9 from the
Unified CallManager & Voice Apps Crypto Software (registered customers only) link.

2. Apply 3.1(x)ES1, which can be downloaded from http://www.cisco.com/cgi-bin/tblbld/tablebuild.pl?swpath=4b61e1b8f56e017bbe5d880485612de7.

3. Apply Microsoft OS patches on all CAD/CSD machines.
http://support.microsoft.com/gp/dst_topissues

Alternatively, customers could update the JRE used by Unified CCX 3.1(x) by downloading a JRE patch from Sun's website that updates the time zone rules used by JRE. Follow the instructions below to update the JRE. 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. Stop the Cisco CRA Engine service on the Unified server. During this time Unified will not function.

2. Visit http://java.sun.com/j2se/1.3/download.html with your browser of choice and download the latest J2SE 1.3.1 Timezone Updater.

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 Unified CCX 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 "tzupdater131.jar"

5. Open a command-line window and browse to the path where tzupdater131.jar is located.

6. Issue the following from the command-line - PLEASE INCLUDE THE QUOTES:

"C:\Program Files\wfavvid\javasoft\JRE\1.3.1\bin\java" -jar tzupdater131.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 "tzupdater131.jar" is located.

7. Restart Unified CCX server

If this update needs to be reversed for whatever reason, follow the instructions below:

1. Locate the rt.jar file under the modified JAVAHOME/jre/lib directory. This is the newer data.

2. Locate a rt.jar.TZbackup file in the same JAVAHOME/jre/lib directory. This is the replaced, older data.

3. Copy the rt.jar.TZbackup over the updated rt.jar

4. Restart applications on this JDK/JRE instance as desired.


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Unified CCX 3.5(x)

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.
To obtain the 2008 DST changes required for the operating system, apply the minimum OS 2000.4.5bSR9 from the
Unified CallManager & Voice Apps Crypto Software (registered customers only) link.

2. Upgrade to 3.5(4)
Use the Product Upgrade Tool (PUT) on cisco.com.
Product Upgrade Tool (PUT) (registered customers only)

3. Apply 3.5(4)SR2 which can be downloaded from the Contact Center Tools and Resources Downloads (registered customers only) page.

4. After you upgrade to 3.5(4)SR2, apply 3.5(4)SR2 ES1, which can be downloaded from http://www.cisco.com/cgi-bin/tblbld/tablebuild.pl?swpath=b70d6c3fa1ffd3c83206feaba7976b09.

If you are unable to upgrade to Unified CCX 3.5(4)SR2 ES1, please follow the steps below. Note: we strongly encourage you to upgrade to Unified CCX 3.5(4)SR2 ES1 as soon as possible to avoid problems with future Daylight Saving changes. Do not apply any OS patch on Unified CCX servers if you follow the manual workaround below.

5. Apply Microsoft OS patches on all CAD/CSD machines.
http://support.microsoft.com/gp/dst_topissues

Unified Manual Workaround 3.5(1), 3.5(2) or 3.5(3)

1. On the new AUS Daylight Saving Time date, Logon with administrator privileges to all Unified CCX Servers (starting with the engine node)
2. Click Start, Settings, Control Panel, Date and Time
3. Click on Time Zone tab
4. Uncheck the Automatically adjust clock for daylight savings changes
5. Click on Date and Time tab.
6. Adjust (if needed) the time to the actual time.
7. Click Apply or Ok
8. Repeat steps for all other servers.

Important Steps To Perform:

1. On or before the first Sunday of April, uncheck Automatically adjust clock for Daylight Saving changes.

2. On the first Sunday of April, on or after 2:01 A.M., move the clock ahead one hour and check Automatically adjust clock for Daylight Saving changes.

Please note, however, that manually adjusting the clock on the Unified CCX servers could result in a conflict in time which may produce time synchronization issues. For instance, adjusting the clock during any active call would result in incorrect historical records for that call. Therefore, adjusting the clock is best to be done when fewest active calls are present or the Unified CCX engine is stopped.

Applying DST patches after applying manual workaround
1. On or after the first Sunday in April, logon with administrator privileges to all Unified CCX Servers (starting with the engine node).
2. Click Start, Settings, Control Panel, Date and Time.
3. Click on Time Zone tab.
4. Check the Automatically adjust clock for daylight savings changes.
5. Click Apply or OK.
6. Apply OS patch on all Unified CCX servers.
7. Upgrade to 3.5(4)SR2ES1 or update the JRE used by 3.5(x) by following the procedure after this section
8. Repeat steps for all other servers (RDB, VoIP).

Alternatively, customers could update the JRE used by Unified CCX 3.5(x) by downloading a JRE patch from Sun's website that updates the time zone rules used by JRE. Follow the instructions below to update the JRE. 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. Stop the Cisco CRA Engine service on the Unified CCX server. During this time Unified CCX will not function.

2. Visit http://java.sun.com/j2se/1.3/download.html with your browser of choice and download the latest J2SE 1.3.1 Timezone Updater.

3. 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.

4. Download the patch to a folder of your choice on the Unified CCX system. The patch comes in the form a Zip file.

5. Unzip the contents of the patch to the same folder. There should now be a file present named "tzupdater131.jar"

6. Open a command-line window and browse to the path where tzupdater131.jar is located.

7. Issue the following from the command-line - PLEASE INCLUDE THE QUOTES:

8. "C:\Program Files\wfavvid\javasoft\JRE\1.3.1\bin\java" -jar tzupdater131.jar -u -v where "u" and "v" are both lower-case letters.

9. Again, this entire command is issued from a command-line window after browsing to the same folder as where "tzupdater131.jar" is located.

10. Restart Unified CCX server

If this update needs to be reversed for whatever reason, follow the instructions below:

1. Locate the rt.jar file under the modified JAVAHOME/jre/lib directory. This is the newer data.
2. Locate a rt.jar.TZbackup file in the same JAVAHOME/jre/lib directory. This is the replaced, older data.
3. Copy the rt.jar.TZbackup over the updated rt.jar
4. Restart applications on this JDK/JRE instance as desired.


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Unified CCX 4.0(1), 4.0(2), 4.0(3), 4.0(4), and 4.5(1)

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.
To obtain the 2008 DST changes required for the operating system, apply the minimum OS 2000.4.5bSR9 from the
Unified CallManager & Voice Apps Crypto Software (registered customer only) link.

2. Apply the appropriate Unified CCX/SUN patch, JDK DST Timezone Update Tool, to update Java time zone rules on all Unified CCX servers.

The Unified CCX installation copies the latest version private Java Runtime Engine (JRE) to path C:\Program Files\wfavvid\java\current\bin\java directory. Sun Microsystems has made available a tool to update the time zone database of current installations. To update the database used by Unified CCX's 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 Unified CCX 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. Stop the Node Manager service on the Unified CCX server. During this time Unified CCX will not function.
2. Visit Java SE Downloads with your browser of choice.
3. Select the Download button to the right of the choice "JDK US DST Timezone Update Tool."

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.

4. Download the patch to a folder of your choice on the Unified CCX system. The patch comes in the form a Zip file.
5. Unzip the contents of the patch to the same folder. There should now be a file present named "tzupdater.jar"
6. Open a command-line window and browse to the path where tzupdater.jar is located.
7. Issue the following from the command-line - PLEASE INCLUDE THE QUOTES:

"C:\Program Files\wfavvid\java\current\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:

java.home: C:\Program Files\wfavvid\java\current
java.vendor: Sun Microsystems Inc.
java.version: 1.5.1_11
JRE time zone data version: tzdata2007k
Embedded time zone data version: tzdata2007k
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:

"C:\Program Files\wfavvid\java\current\bin\java" -jar tzupdater.jar -u and 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. Restart Unified CCX server

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.

If this update needs to be reversed for whatever reason, steps are provided in the README.html file mentioned earlier.

3. Apply Microsoft OS patches on all CAD/CSD machines.
http://support.microsoft.com/gp/dst_topissues

Unified CCX 4.0(5) and 4.0(5a)

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.
To obtain the 2008 DST changes required for the operating system, apply the minimum OS 2000.4.5bSR9 from the
Unified CallManager & Voice Apps Crypto Software (registered customer only) link.

2. Apply Microsoft OS patches on all CAD/CSD machines.
http://support.microsoft.com/gp/dst_topissues

Unified CCX 4.1(1)

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.
To obtain the 2008 DST changes required for the operating system, apply the minimum OS 2003.1.2aSR5 from the
Unified CallManager & Voice Apps Crypto Software (registered customer only) link.

2. Apply Microsoft OS patches on all CAD/CSD machines.
http://support.microsoft.com/gp/dst_topissues

Unified CCX 4.5(2)

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.
To obtain the 2008 DST changes required for the operating system, apply the minimum OS 2000.4.5bSR9 from the
Unified CallManager & Voice Apps Crypto Software (registered customer only) link.

2. In order to obtain the DST fixes for Unified CCX 4.5(2), apply 4.5(2)SR1 (or any greater SR) on 4.5(2) systems which can be downloaded from the Contact Center Tools and Resources Downloads (registered customer only) page.

3. Apply Microsoft OS patches on all CAD/CSD machines.
http://support.microsoft.com/gp/dst_topissues


Unified CCX 5.0(1), 6.0(1), and 7.0(1)

1. Apply the appropriate Cisco MCS OS patch on all Unified CCX servers.
To obtain the 2008 DST changes required for the operating system, apply the minimum OS 2003.1.2aSR5 from the
Unified CallManager & Voice Apps Crypto Software (registered customer only) link.

2. Apply Microsoft OS patches on all CAD/CSD machines.
http://support.microsoft.com/gp/dst_topissues

Other Versions of Unified CCX

Upgrade to either 3.5(4)SR2 ES1, 4.0(5a) or 4.5(2)SR2 to obtain the DST fix and apply the necessary Win2k OS patch.

References:
Microsoft - Preparing for daylight saving time changes in 2008
Sun DST FAQ
Sun Java SE Downloads
Sun Download Archive
Sun TZupdater ReadMe

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.

DDTS Description
CSCso21149 (registered customers only) DST: JRE/JDK update needed for Australia 2008 Summertime change for all Cisco Unified Contact Center and Unified Intelligent Contact Management products and optional components
CSCso21271 (registered customers only) DST: JRE/JDK update needed for Australia 2008 Summertime change for CTI desktop products (JavaCIL)
CSCso21254 (registered customers only) DST: JRE/JDK update needed for Australia 2008 Summertime change for Cisco Support Tools
{CSCsl16516 (registered customers only) DST: MCS-OS update needed for 2008 Australia Summertime change

For More Information

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