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Daylight Saving Time impact on schedule group

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  • 1.  Daylight Saving Time impact on schedule group

    Posted 11-07-2018 14:08
    No replies, thread closed.
    We have set up our schedule group with New York time zone, which is UTC -5 right now. 
    What will happen on March 11 2019, when we are going to change the time in Canada? Is it going to be UTC-4 automatically? or is it going to remain UTC-5?
    #PlatformAdministration
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Jun Li
    Ontario Teacher's Pension Plan
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  • 2.  RE: Daylight Saving Time impact on schedule group

    Posted 11-08-2018 11:18
    No replies, thread closed.

    We are in Texas and just went thru Day Light Savings on 11/4. We confirmed with Genesys 2-3 days before the time change if there was anything that we needed to do on our end due to the time change. Genesys came back with the reply that it would automatically change over and there was nothing we needed to do. Well that was false.

     

    Still as of today we are having calls routed 1 hour early and being cut off 1 hour early. We have sent cases in, made phone calls and email specific contacts and again we are still having issues due to the time change.

     

    I am just sending as a FYI to be careful.

     

     




    Original Message


  • 3.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 01:47
    No replies, thread closed.
    Without knowledge of exact location, I would not see how this is possible since each hour offset can contain many states and countries that have their own rules for DST.  Outbound Dialer does a better job, but the schedule groups are limited.  My suggest is to create an API call that changes all your schedule groups twice a year.

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    Robert Wakefield-Carl
    Avtex
    Contact Center Innovation Architect
    robertwc@avtex.com
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    Original Message


  • 4.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 09:18
    No replies, thread closed.
    I am curious to know what Time Zone you have set on the Schedule Group, and what your actual Time Zone is. Schedules are supposed to go into effect based on the Schedule Group Time Zone, and that Time Zone (say, Americas/New York) is supposed to automatically apply DST (or so I thought). Which is why Support would have said you don't need to do anything.

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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    Original Message


  • 5.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 11:02
    No replies, thread closed.
    George, that's what I thought so too, until I noticed that our time zone was changed to America/Caracas (-4) after Nov 4, 2018. We also found that our office open hours was shifted 1 hour early. We are planning our launch, along with all of the procedures. It looks like we need to include DST in the manual playbook, if it's not handled automatically by PureCloud.

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    Jun Li
    Ontario Teacher's Pension Plan
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    Original Message


  • 6.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 11:08
    No replies, thread closed.
    Robert, thanks for your advice. We were hoping to leverage PureCloud out of box as much as possible, to minimize the efforts to develop and maintain any in-house applications, although we have to have one for the wrap up window.

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    Jun Li
    Ontario Teacher's Pension Plan
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    Original Message


  • 7.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 09:58
    No replies, thread closed.
    Jerod, appreciate your information. That's my concern too.

    We are in Toronto, which is the same time zone as New York. I don't remember which city we chose before Nov 4, 2018. But it's definitely UTC -4.
    But on Nov 5, we noticed that the time zone became America/Caracas (-4). We had to manually change it to be America/New York (-5).
    My guess is that PureCloud doesn't do DST automatically.

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    Jun Li
    Ontario Teacher's Pension Plan
    ------------------------------

    Original Message


  • 8.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 10:10
    No replies, thread closed.
    That sounds very odd.

    Mine was set to America/New York both before and after the DST change, and I had not problems with the schedules operating as intended, to my knowledge. I haven't had to change my Time Zone settings.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 15:03
    No replies, thread closed.
    Jun Li, I've been going back and forth with our development teams, and they don't think your Time Zone setting should have changed by itself like you describe.

    They have asked that you open a ticket through Customer Care, and specifically tell Care that Development said "we should get a SERVOPS ticket to track this between Edge Services + Edge + Admin UI".

    If you can post back the ticket number, that would probably be good for me to pass back to them as well.

    Thanks!

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 10.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 15:59
    No replies, thread closed.
    Thanks George, case 0002402623 has been opened.

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    Jun Li
    Ontario Teacher's Pension Plan
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    Original Message


  • 11.  RE: Daylight Saving Time impact on schedule group

    Posted 11-09-2018 16:04
    No replies, thread closed.
    Ok. Keep us posted with what they find out. I passed the case number along to our Dev team.

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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