Desktop: Client's system clock should be synchronized to the Finesse server system clock.

From DocWiki

(Difference between revisions)
Jump to: navigation, search
(Client's system clock should be synchronized to the Finesse server system clock)
m (1 revision)
(5 intermediate revisions not shown)
Line 4: Line 4:
|-
|-
! '''Problem Summary'''  
! '''Problem Summary'''  
-
| Fields that display a duration on the Finesse gadgets will have incorrect values unless the system clock on the agent or supervisor desktop is synchronized with the Finesse server system clock. 
+
| Fields that display a duration on the Finesse gadgets will have incorrect values unless the system clock on the agent or supervisor desktop is synchronized with the Finesse server system clock, accounting for the time zone difference between the server and the agent or supervisor desktop. 
|-
|-
! '''Error Message'''  
! '''Error Message'''  
Line 10: Line 10:
|-
|-
! '''Possible Cause'''  
! '''Possible Cause'''  
-
| For fields that display a duration, such as the Time in State field in the Team Performance gadget and the Max Time field in the Queue Statistics gadget, Finesse server publishes a time stamp which gets converted to a duration on the agent or the supervisor desktop, based on the current time on the agent or supervisor desktop. Therefore, if the system clock on the agent or supervisor desktop is not synchronized with the system clock on the Finesse server, the duration will be incorrect.
+
|  
 +
For fields that display a duration, such as the Time in State field in the Team Performance gadget and the Max Time field in the Queue Statistics gadget, Finesse server publishes a time stamp in UTC format. The time stamp is then converted to a time stamp in the local time zone of the agent or supervisor desktop and duration is computed by comparing it with the current local time.  
 +
 
 +
If the system clock on the agent or supervisor desktop is not synchronized with the system clock on the Finesse server, the duration will be incorrect.  
 +
 
 +
Note: The desktops do not need to be in the same time zone as the Finesse server but the clocks must be synchronized. For example, if it is 3:00 P.M. on the Finesse server in California, it must be 6:00 P.M. on the agent's PC in New York (not 6:03 P.M. or 6:05 P.M.).
 +
 
|-
|-
! '''Recommended Action'''  
! '''Recommended Action'''  
-
| Synchronize the system clock on agent and supervisor desktops to the Finesse server system clock.
+
|  
 +
*Synchronize the system clock on agent and supervisor desktops to the Finesse server system clock.  
 +
*Use a common NTP server between server and client.
 +
 
|-
|-
! '''Release'''  
! '''Release'''  
-
| Release 9.0(1)
+
| Release 9.0(1), Release 9.1(1) 
|-
|-
! '''Associated CDETS #'''  
! '''Associated CDETS #'''  
-
| N/A
+
| None
|}
|}
-
<br>  
+
<br>
-
[[Category:Cisco_Finesse,_Release_9.0]]
+
[[Category:Cisco_Finesse,_Release_9.0]]&nbsp; [[Category:Cisco Finesse, Release 9.1]]

Revision as of 20:33, 10 January 2013

Client's system clock should be synchronized to the Finesse server system clock

Problem Summary Fields that display a duration on the Finesse gadgets will have incorrect values unless the system clock on the agent or supervisor desktop is synchronized with the Finesse server system clock, accounting for the time zone difference between the server and the agent or supervisor desktop. 
Error Message None
Possible Cause

For fields that display a duration, such as the Time in State field in the Team Performance gadget and the Max Time field in the Queue Statistics gadget, Finesse server publishes a time stamp in UTC format. The time stamp is then converted to a time stamp in the local time zone of the agent or supervisor desktop and duration is computed by comparing it with the current local time.

If the system clock on the agent or supervisor desktop is not synchronized with the system clock on the Finesse server, the duration will be incorrect.

Note: The desktops do not need to be in the same time zone as the Finesse server but the clocks must be synchronized. For example, if it is 3:00 P.M. on the Finesse server in California, it must be 6:00 P.M. on the agent's PC in New York (not 6:03 P.M. or 6:05 P.M.).

Recommended Action
  • Synchronize the system clock on agent and supervisor desktops to the Finesse server system clock.
  • Use a common NTP server between server and client.
Release Release 9.0(1), Release 9.1(1) 
Associated CDETS # None


 

Rating: 0.0/5 (0 votes cast)

Personal tools