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New Member

Setting time zones for IPCC Historical reports

hi,

I have a IPCC server at location A in PST. The agents are in location B in EST. When I look into the historical reports, the timezone is PST. Is there a way for me to specify timezone as EST for one specific application in IPCC?

13 REPLIES
Cisco Employee

Re: Setting time zones for IPCC Historical reports

Hello,

Can you tell me if this is Express or Enterprise IPCC and what version?

Joe

New Member

Re: Setting time zones for IPCC Historical reports

.

New Member

Re: Setting time zones for IPCC Historical reports

This is IPCC express 5.0(2)

Cisco Employee

Re: Setting time zones for IPCC Historical reports

If you look in the reporting guide for CRS you see that all activity and event time come from the location of the CRS Server. See page 3-7 listed in the Note section:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/user/hr/crs501hr.pdf

Joe

New Member

Re: Setting time zones for IPCC Historical reports

Thank you so much. I see it now.

New Member

Re: Setting time zones for IPCC Historical reports

Hi there ... can you share with us how you did it? I also have a call center in a different time than the server time.

thank you,

Erik

Cisco Employee

Re: Setting time zones for IPCC Historical reports

Erik

This is working as designed. If you look in the reporting guide for CRS you see that all activity and event time come from the location of the CRS Server.

Joe

New Member

Re: Setting time zones for IPCC Historical reports

Erik,

It is not fixed. When I contacted TAC they said it will be a feature in IPCC version 8.0(1) where the user has an option to download the reports using HRC either in IPCC server time or the time zone of the machine where the HRC is installed.And 8.0(1) is not released till next year.

Cisco Employee

Re: Setting time zones for IPCC Historical reports

That makes sense. Many customers are setup similar to yours. Need to have the date/times correct when you pull reports.

Joe

New Member

Re: Setting time zones for IPCC Historical reports

Thank you both.

New Member

Re: Setting time zones for IPCC Historical reports

Is there any difference with the enterprise version?

Cisco Employee

Re: Setting time zones for IPCC Historical reports

When the data is written to the Central Controller database by the Logger or to the real-time or the historical database by the distributor AW, all date and time values are converted to the Central Controller time zone. Thus, all data in the database is in terms of the Central Controller time zone.

Page 7-2

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_0/installation/guide/wv75insg.pdf

Joe

Green

Re: Setting time zones for IPCC Historical reports

Joe is absolutely correct, and it's been a problem with WebView.

Information distributed to the masses indicates that Cisco Unified Intelligence Suite will enable an individual to configure their offset to Central Controller time and historical reports will be interpreted and displayed with the offset obeyed. I haven't yet seen it for myself - we are installing CUIS in the customer lab as we speak. I should know for sure in a day or so.

Regards,

Geoff

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