US DST affecting European Clients

[lharris310]

FYI, I have a UCCX cluster residing in the US which provide call center services to clients domestic and foreign. Recently I have learned that my clients in Europe are experiencing issues attempting to call into the Call Center for a period of 2 weeks twice a year due to the fact that DST changes in the US take place 2 weeks earlier than in EU (US=Start: Second Sunday in March; End: First Sunday in November/EU=Start: Last Sunday in March at 1 am UTC; End: Last Sunday in October at 1 am UTC). Since my UCCX servers reside here in the US and are affected by the US DST, is there some type of formula/equation that I can use within the script to have the system check for the US DST and provide the callers with a different start time for that two week period? Any information/assistance on this issue will be greatly appreciated.

[jasyoung]

I talked with someone else a couple months ago on a similar topic.

https://supportforums.cisco.com/message/3313339#3313339

Basically, there's an easy and direct way to update your scripts if you're running UCCX >= 8.0 any version. It's still possible but inconvenient with UCCX 7 Enhanced or Premium with a little Java code fragment. I'm not sure if it can be done on UCCX 7 or below Standard.

[lharris310]

I attempted to configure the string you referenced in you previous POST; however, it fails with the following error when I attempt to save it using the script editor  'Unable to parse expression; TZObj is already defined (line: 1, col:1)'.

     TimeZone TZObj = TimeZone.getTimeZone("America/New_York");
     return TZObj.inDaylightTime(new Date());

Any information as to how to properly configure the expresssion using script editor?

[jasyoung]

The opening and closing braces { } shown above and below the code are required. The error you describe is exactly what you'll get if you leave them out.

[lharris310]

FYI,

I tried to apply the expression as you described "{TimeZone TZObj = TimeZone.getTimeZone("America/Los_Angeles");return TZObj.inDaylightTime(new Date());}" however, I get the following erro message when I attempt to save the change:

"Unable to parse exception; invalid identifier: TimeZone (line: 1, col: 2).

Any ideas?

****Note, I have a UCCX 8.0(2) cluseter running on VMWare in my lab and i was able to successfully cofnigure this expression as the value for my Set step. However, as I previously stated the expression fails on my production UCCX 7.0(2) cluster. I have attached a screenshot of a test script that I am using to apply the recommendations you provide. Please take some time to review the screenshot to ensure that I have the script configured properly so far.

I appreciate any assistance you can provide.

[jasyoung]

I never did try that on a UCCX 7 system, but the same classes should be available in the JVM. Looks like they're just not imported into the default Editor namespace until UCCX 8. Give this a shot, again mostly untested:

{
     java.util.TimeZone TZObj = java.util.TimeZone.getTimeZone("America/New_York");
     return TZObj.inDaylightTime(new Date());
}

Note that this particular code fragment doesn't directly solve your problem. It just returns a boolean that tells you whether US DST is effective on your system. It helped the one person I was talking to that needed to remove DST for Arizona, but it doesn't tell you when your European Union clients have DST kick in. Your most correct fix is to upgrade to UCCX8 where you can run the Day of Week and Time of Day steps with arbitrary worldwide timezone settings, which will solve lots of problems, not just DST. If you don't upgrade, you'll still have to do some ugly date math on top of this.

Update: that fragment might help you more than I thought. You would have to do some careful lab testing, but a check of your server time zone AND a follow-up check of the caller's time zone together should help you figure out the right Time of Day steps to run.

Message was edited by: jasyoung