one-X Portal Conversation History displaying UTC instead of local time.

[jpasint]

Good morning,
We have an issue with the call logs in our one-X Portal for our 7 remote users.

Our IPO was recently upgraded from version 7.x to version 9.x. The call log entries appear to be using UTC time (they are off by exactly 4 hours) instead of the local EDT. All of our remote employees are on the east coast.

One odd symptom is that the call log entries are accurate until the user goes to the configure button at the top of the portal page and selects the profile that contains the correct settings for the telecommuter. When a user first logs into the portal, the “Detected” profile is the one it defaults to so the user needs to change the active profile.

We tested creating a new profile while making just one setting change at a time in between saves, to see if we could figure out if the issue was any one specific setting. The call logs are accurate until we enable the telecommuter checkbox in the newly created profile at which point the call logs change the time of past calls (and all new future calls) to 4 hours ahead of our local time.

We have checked the “Time Settings” under System in IPO Manager and tried changing the NTP fields but nothing seems to fix our issue.

Thanks in advance for any advice.
Joe

 

[nitinbh]

Which release / service pack is this?

 

[jpasint]

Thanks for responding to our lonely thread.
IP Office Manager says Version 9.1.6.0 build 153.

Is that the release?

Joe

 

[nitinbh]

Could you post the One-X Portal version. Avaya has fixed issue related to Call history time in 9.1.7 SP as I think.

 

[jpasint]

We are on Version: 9.1.6.0 build 11.

Do have a link to a changelog or something else that mentions the call history fixes?
We really appreciate your posting here. Two of our vendors appear clueless regarding this issue.

Thanks.

 

[janni78]

They are in the release notes, can't find anything about that issue in 9.1.7, although not everything makes it to the release notes for some reason.

[URL unfurl="true"]https://support.avaya.com/css/P8/documents/101025851[/url]

"Trying is the first step to failure..." - Homer

 

[nitinbh]

Thanks for pointing to the page.

Following appears to be related fixes taking about time offset even though they don't mention the scenario you mentioned:
one-X Portal call log time offset issue when in telecommuter mode
one-X Portal call log time offset issue for missed hunt group call

Looking at all the fixes the build is probably worth a try !

 

[jpasint]

Yes it does look promising.
Would we have access to the release or is that something only our vendor would have to do?
Thanks.

 

[derfloh]

It is only accessible for business partners and registered customers.

 

[jpasint]

Thank you for the info.