Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

In ICM/IPCC Enterprise, data is produced by the PGs and NICs, which communicate with the Central 
Controller. 

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.

Since all of the data in the database is written in Central Controller local time, all reporting done in 
WebView must be with respect to Central Controller time. For example, when a user selects a date and 
time range for an historical report, the user must enter the data with respect to the Central Controller's 
time zone.

Make sure that the time on the distributor AW server is synchronized with the time on the ICM Central 
Controller: 

If the AW

 

is in the same domain as the Central Controller, then the time will automatically be 

synchronized. However, make sure that the Windows Time Service is enabled on the AW.

If the AW

 

is in a different domain from that of the ICM Central Controller, then you can also use 

the 

NET TIME 

command to synchronize the time.

For example: 

net time /domain:boston

If the time on the AW is not synchronized with the time on the Central Controller, then report execution 
time will not be synchronized with the data in the report.

For example, if the AW time lags behind the Central Controller time by 2 minutes and a report is 
executed at 10:00 AM on the WebView server, then the report execution time on the WebView report 
would be 10:00 AM, but the report data could have a time of 10:02 AM.

Do not use ICM synchronization (not available on the AW but available on the CallRouter and the PG). 

 

 
By default, the Disable ICM Time Synchronization box is selected in ICM Setup (in the MDS & DMP 
Properties dialog box, which appears when you select the advanced settings for the peripheral gateway 
component). Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition for more 
information.

In many database tables that have a 

DateTime

 field, there is also a 

TimeZone

 field.

The 

TimeZone

 field is the time zone of the Central Controller when the record was written. It tells the 

offset of Central Controller time from GMT.