Since the Outbound Option uses area code
prefixes to determine the time zone, this option might dial customers using wireless phones or VoIP
phones in a different time zone according to the configured area code or time zone
Customers in a specific campaign can be distributed across multiple time zones, as long
as they follow the same rules for when daylight saving time changes.
To determine the time zone offset of each contact, the Unified CCE system has a
configurable region prefix database with phone number prefixes, assigned
time zone offsets, and indications as to whether or not they observe daylight saving time. The
import uses this database to associate time zone offsets with customers, so that when the campaign searches for records in the active query rule’s dialing list, it considers time zone
offset when determining which contacts are appropriate to dial now. However, this approach
does not account for daylight saving time changes from time zone to time zone. These daylight saving time changes are managed at the campaign level so that campaigns cannot attempt to contact customers in time
zones that observe daylight saving time, but switch over on different calendar dates.
For example, the United States is comprised of time zone regions that do not observe
daylight saving time, or switch over on the same day. But a campaign that is dialing Houston,
Texas and Mexico City, Mexico might have a problem because these locations change over
to daylight saving time on different days.
If a contact’s number does not match any of the configured region prefixes, then the
campaign’s default time zone offset is assigned. If all of the customers are in one time
zone, then configuring the region prefix information is not necessary.
Outbound Option receives its list of daylight saving zones from the Microsoft Operating
System. Make sure that all Outbound Option components have the same
version of the MS OS installed for proper handling of any new time zones. Also, make sure that
the Logger and AW machines have the latest time zone update for Microsoft Windows operating
systems, or have the same time zone patches from Microsoft.