VDN Time Zone Offset

[DJPlaZma]

I've been troubleshooting a problem and have gotten in too deep and need a fresh set of eyes to help clear the waters.

We have a S8710 in MI and an S8500 (ESS) in AZ.

All AZ VDNs have a VDN Time Zone Offset of -3:00. (AZ is currently 3 hours behind MI). Our call center takes calls from 8AM Eastern to Midnight Eastern.

I believe that the times in the Vectors, then, should be local to MI and the VDN tells the Vector what time offset to use when processing ACD calls. However, the vectors that relate to AZ are written in AZ time (see below).

03 goto step 13 if time-of-day is all 20:55 to all 05:00

Based on these step 3 would send calls to Step 13 between 8:55 pm and 5:00 am in MI, but from 5:55 pm to 2:00 am in AZ. The other person who writes vectors believes this way is correct.

I believe the vector should be written as below.

03 goto step 13 if time-of-day is all 23:55 to all 08:00

In my method the VDN Time Zone Offset would tell the switch that the AZ times for this would be 5:00 to 9:00.

If we weren't using the VDN Time Zone Offset the original vector step would be correct, as it takes into account the time difference between MI and AZ.

Using the VDN Time Zone Offset makes the Daylight Savings Time change easier, since you only have to change the -2:00 to -3:00 and vice-versa. To not use it would mean changing each vector that affects AZ twice a year.

Can someone help keep my sanity and tell me that I'm correct?


-DJ PlaZma
Single-Handedly Keeping the 80s Alive!

http://www.PlaZmaRadio.com

http://plazmaradio.serveroom.us:9652/listen.pls

 

[jimbojimbo]

Well......

The timezone offset feature comes from a discussion Bob Nalbone (nicknamed the father of vectoring) and I had about the time CM2.0 came out.

The timezone offset is intended to allow a set of vectors to be written once and for multiple VDN's in multiple timezones to use this same vector with the local time reflected. So what does that mean. If you write a vector that is for 8AM to 5PM, and use the VDN timezone offset, then the routing will be correct in each timezone.

Let's say your server is in NYC and set for Eastern Time while you have a remote gateway in California. Using a timezone offset of negative 3 hours, an inbound call in California at 5AM Pacific time wouldn't be handled as an 8AM call (server time).

Hope this clears things up. There is very good detail in the Change Description for Call Center 3.0 available on the Avaya support web site.

James Middleton
ACSCI/ACSCD/MCSE
Xeta Technologies
jim.middleton@xeta.com