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Old 03-03-2016, 09:54 AM
cc12 cc12 is offline
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We have a scenario where the CMS and the CM are in a different timezone.And all cms reports take the acd time as the master time.This offset is taken care by the sync script as a cronjob.( added by avaya aps).

We are planning to go for a base load upgrade,latest R16.3fb.fb.We see that there are some patches in R16.3 that work on the new time zone changes.Does this patch effect the sync it script in any way?Here's the patch

CMS R16.3 and R17 Solaris Patches for New timezone changes

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Old 03-03-2016, 10:56 PM
shaikht shaikht is offline
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It will be not possible to comment if patch affect old customizations.

It will be good to check with APS team to validate patch with applied script.

I hope it helps.
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Old 03-04-2016, 09:52 AM
cc12 cc12 is offline
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thanks for the reply.
Would you be able to give some insight on what's the "new timezone change" patch.What exactly is this patch for?
The name of the patch sort of confused me.Will be great if you could just brief me on the functionality of this patch

Thank you!! appreciate your help on this
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Old 03-04-2016, 09:41 PM
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stphnwd stphnwd is offline
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The time zone patches you're referring to are OS patches, nothing do with CMS really. The time zone patches are for when areas around the globe make adjustments to their time zone. For instance here in the US a few years ago we changed our DST times. This would mean that for systems to operate properly under the new time zone rules the OS would need to patched so it knows about the new rules for specific time zones.

The sync_it script is to set the time of the CMS to match the time of the CM - to the minute, not hour and minute; sync_it has no other effect on the CMS in any way.

If sync_it is install then you have APS CMS Interfaces on the CMS. If so the time display in the interface's report (historical or real-time) is derived from the offset script. Only one CMS Interface offset script should exist in root's cron file. If you have multiple ACDs then you would configure the offset script that is used in cron to set the offset of each ACD related to the CMS time zone. Again this is only for the CMS Interfaces, nothing else.

The CMS in which you are referring to, does it have more than one ACD? For CMS/CM servers where the time zone can be set the same it is best practice to set the time zone of the CMS to match that which is set on the CM, or vice versa.

If you have multiple ACDs for a CMS and it is not possible to match the time zones across the systems then the CMS time zone should match the ACD which is set to the master clock in the Storage Intervals. Additionally if the additional time zones are spread out enough you would want to adjust the other ACD's summarizing time. The time for summarization of the other ACDs would be related to the time zone of the CMS.

For instance if you have two ACDs on the CMS:

ACD1 - Time zone is Eastern
ACD2 - Time zone is Pacific
CMS - Time zone is Eastern / Storage Intervals has ACD1 as the master clock.
The CMS is going to summarize the ACDs at 12:37 AM CMS time for ACD1 and ACD2 by default.
So you would set ACD2 to summarize at 03:37 local CMS time, for instance. So the CMS will summarize ACD2 at 03:37 but as this relates to ACD2 it actually happens at 12:37 ACD2 time.

That being said. Regardless of time zones, CMS stores data based on UTC time.

CMS supervisor displays time in reports based on the local time zone of the PC running CMS supervisor.

CMS Supervisor can be configured to use a different time zone thereby showing time for reports as the time relates to the time zone of the CM and CMS Supervisor.

Time zone offset in Storage Intervals doesn't change the way the data is stored. Or the way time is display within reports. From the CMS Administration guide:

Changing switch time zone
This section provides the procedure on changing the time zone settings for an ACD so that it
matches the time zone of the CMS server. Use this feature if you want the CMS title bar to show
the time where the CMS is located instead of the master ACD time. If you do not use this
feature, the CMS title bar will automatically display the master ACD time.
This procedure is only necessary for those configurations where an ACD resides in a different
time zone than that of the CMS server, but you want the title bar to display the CMS time.

Hopefully this information will help. If not please let me kno
Stephen Wood
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