The following bulletin (originally released October 28, 2008) is being released as a courtesy reminder that Daylight Saving Time begins Sunday, March 8, 2009 .

Figure 1: TZ example for Eastern Standard Time

Once the TZ variable has been changed to the new value, apply the changes. In addition to changing the value for TZ you must also edit the c:\amanda\install.cfg and add the following setting to the file:

set clock_sync false

Save the file and exit.

Finally, you must cold boot the VMIII PC for the changes to take effect. After changing the TZ variable value and adding set clock_sync false to the c:\amanda\install.cfg file, shutdown the VMIII PC and power it off. Wait 1 minute and power the system back on.

Important Note: Changing the TZ value works around this problem nicely. Once these steps are completed the time will only need to be adjusted manually once every four years (leap year).

Additionally, please note that while this will correct the VMIII system time and VMII will function correctly, VMIII monitor and administrator will show the time off by one hour. This is only cosmetic and VMIII will function properly.

Refer to figure 2 and 3 on the following page for additional details.

Figure 2: Monitor

Looking at the monitor (figure 1), the time shows 11:02am, however the system time is actually 12:02pm (shown in the bottom right corner). The VMIII system time is actually reflected in the bottom right corner of the client correctly so please use this time to refer to the VMIII system time and not the time value in the client in the top right hand corner of the screen.

Figure 3: Administrator

Similarly to monitor when using the new TZ variable value, the administrator client will show auto schedule records executing one hour behind within the scheduler record screen. Schedules will properly reflect when they will actually be executed in the calendar. Please refer to the calendar time and not the scheduler record time. Schedules will be executed at the correct time.

The purpose of this customer bulletin is to remind AccuCall and OnviCall customers that third party software applications should not be added to or executed on the OnviSource servers.

Other than virus detection software, no other third party software may be loaded on OnviCenter systems. Automatic Windows updates should also be disabled. Backup software must be configured for the replication server only and not the main data server.

OnviSource has encountered several service issues at customer sites where third party software applications have interfered with the operation of the AccuCall and/or OnviCenter 6 applications. These applications created issues at specific times of day when they were scheduled to activate or even took the Telephone Answering Service completely out of operation. This reminder concerning third party software applies to OnviSource LDX, SBX, Data Server, Telephony server and Dispatch servers.

OnviSource is pleased to announce Generation2 servers for OnviCall. These more powerful servers take advantage of new processor technology as well as declining RAM and drive prices while maintaining price levels associated with earlier version servers. Note: that the system requirements for OnviCenter 6 software remain compatible with the previous generation servers.

Also note that OnviSource has identified MSX systems that utilize P4 based Data Servers (sold pre-2004) must upgrade to at least the previous generation data server when upgrading from AccuCall to OnviCall. Note: the old P4 based server can be deployed as a replication server for OnviCall. Also note that LDX and SBX AccuCall users only need to ensure their system RAM is at least 2GB. The Pentium 4 in LDX systems is capable of supporting OnviCenter 6 software.

OnviSource recognizes that our customers have needs outside of our product and service offerings. As part of our continuous efforts to provide total solutions to our customers, OnviSource has announced a “Total Business Solutions” program in which we have selected certain service providers who we recommend to provide “complementary” and “incremental” services to OnviSource customers.

Total Business Solutions provides the following incremental and complementary services:

• Financing – Leasing options with optimal terms available in the industry; offered to qualified customers
• Telecom Solutions – A free service to evaluate customers' current telecom services and their telecom requirements and offer a low-cost alternative package of services from reputable telecom service providers
• IT Services – Providing support to our customers' IT requirements OUTSIDE of the OnviSource product domain. This service is in addition to, and NOT a replacement of, OnviSource Support Program for its products. This third party service includes IT-related support for Internet and Data Networks, PBX, NAS/SAN, Web Servers, Email Exchanges, Firewalls, Network Switches and Routers, Anti-Virus Software, Payroll and accounting Software.

OnviSource is pleased to announce that CNI Consultants is an IT organization recommended by OnviSource to provide the above IT Services. Our customers can contact the OnviSource One Call Solution Center at (800) 388-8402, or CNI at (706) 332-3857 to request the above IT Services.

PLEASE NOTE THAT

•  THE IT SERVICES PROVIDED BY THE ABOVE SERVICE PROVIDERS DO NOT REPLACE ONVISOURCE'S PRODUCT SUPPORT SERVICES. SUCH IT SERVICES ARE OFFERED ONLY TO ELEMENTS OUTSIDE OF ONVISOURCE PRODUCTS.

•  PERSONNEL OF THE ABOVE IT SERVICE PROVIDERS CANNOT ACCESS, MODIFY, REPAIR, TROUBLESHOOT OR PROVIDE ANY TYPE OF SERVICE TO ONVISOURCE PRODUCT HARDWARE, SOFTWARE, DATA BASES OR CONFIGURATION TABLES. ANY ATTEMPT OF THE ABOVE NATURE WILL VIOLATE ONVISOURCE'S SERVICE AND WARRANTY AGREEMENTS.

•  ONVISOURCE, AS PART OF ITS COMMITMENT TO ITS CUSTOMERS, EVALUATES AND RECOMMENDS THIRD PARTY IT, FINANCING OR TELECOM SOLUTIONS SERVICE PROVIDERS. THESE SERVICE PROVIDERS ARE NOT EMPLOYEES, AFFILIATES, SUBCONTRACTORS, OR REPRESENTATIVES OF ONVISOURCE. ONVISOURCE HAS RECOMMENDED THESE SERVICE PROVIDERS TO OFFER INCREMENTAL SERVICES TO OUR CUSTOMERS BASED ON PRIOR BUSINESS RELATIONSHIPS AND OUR BELIEF THAT THE SERVICES THEY PROVIDE MAY COMPLEMENT THE NEEDS OF OUR CUSTOMERS BEYOND SERVICES PROVIDED BY ONVISOURCE. HOWEVER, ONVISOURCE IS NOT, UNDER ANY CIRCUMSTANCES OR CONDITIONS, DIRECTLY OR INDIRECTLY, ACCOUNTABLE, LIABLE OR RESPONSIBLE FOR THE QUALITY OF WORK, BUSINESS PRACTICES OR ANY OTHER MATTERS THAT RELATE TO THE PROVISION OF SERVICES BY THESE SERVICE PROVIDERS. ALL MATTERS RELATED TO THE RELATIONSHIP, CONTRACT, AND AGREEMENT WITH THE RECOMMENDED SERVICE PROVIDERS OR THEIR SERVICES MUST BE RESOLVED BETWEEN THE CUSTOMER AND THE THIRD PARTY SERVICE PROVIDER. ALL CONTRACTS, AGREEMENTS AND RELATIONSHIPS BETWEEN OUR CUSTOMERS AND THESE SERVICE PROVIDERS WILL AT ALL TIMES BE INDEPENDENT, AND NOT A REPLACE OF, THE CONTRACTS, AGREEMENTS AND RELATIONSHIPS BETWEEN OUR CUSTOMERS AND ONVISOURCE. ONVISOURCE WILL HAVE NO RESPONSIBILITY OR LIABILITY RELATING TO OR RESULTING FROM THE RELATIONSHIP BETWEEN ITS CUSTOMERS AND THESE SERVICE PROVIDERS.

Marty Wagner, Director, Product Engineering

OnviCenter 6.1.3 Software Release is planned for general availability in February. This software release is the result of the partnership with the OEO Technical Committee. OnviSource looks forward to working with the OEO Technical Committee to deliver more features for OEO members in upcoming releases.

New OnviCenter 6.1.3 TAS features requested by the OEO Association include:

1. Failed dispatches can present themselves as an event or echo
2. Operator Playback and History is accessible for several days by Operator.
3. Echo recall/History is available in Operator logon when echo is zapped
4. Night Bell (relay contacts driven by data server)
5. Individual OnViews permissions for each type of log views
6. Caller ID is now displayed on agent desktop
7. F4 Operator List includes the account the other ops are currently working.
8. Date and time for each dispatch is listed on Dispatch display

1. Fax dispatches can now be set with maximum transmission rates and audio monitoring enabled by Account. Specific Clients that have difficulty receiving faxes can now be set to slower transmission speeds. Typically this improves the success of fax transmission for these clients while allowing all other accounts to be transmitted at maximum speed. Listening to the fax transmission can also assist with identifying fax transmission issues.
2. Reports can now be saved in .CSV format as well as .ZIP format.
3. A new Message Summary report that maintains compatibility with TASBILLER when you use Legacy Account Summary Report is available.
4. When an Operator requests a message history, the time of dispatches is now presented in the Client's time zone.
5. Global time zones are now supported. This enables clients in Alaska and Asia to be supported.
6. A minor issue in Wrap Time and Account Update time reporting was resolved that was encountered if the update straddled midnight.
7. ICD was improved to better handle Priority Accounts.

Background:

Challenges introduced by changes to DST: Unless certain updates are applied to your computer, the time zone settings for your computer's system clock may be incorrect during this four-week period. In particular, you must make sure that both your Windows operating system and your calendar programs are updated.

Observance in Canada and the United States: In the United States, the Energy Policy Act (EPAct) of 2005 introduced changes to the start and end dates of DST, which began in 2007. Now, DST in North America is observed across most of the United States as well as Canada from the second Sunday in March through to the first Sunday in November. In 2008, DST across much of the
United States and Canada began at 2:00AM (02:00) local time on March 9, several weeks earlier than in years prior to 2007. DST will end later than in years prior to 2007, at 2:00AM local time on November 2 in 2008. This results in a new DST period that is approximately three to four weeks longer than in previous
years.

If the following time zone update was not done previously and the system time was adjusted manually after windows adjusted the time using the old Daylight Savings Time rules took affect, the system time will need to be manually adjusted to correct system time based on the new Daylight Savings Time rules take affect.

Fixing XP, Windows 2003 server (except for VMII/VMIII)
(This should be done on all servers and operator stations)

You can use TZEDIT as described below to verify that the new rules have been applied to your system.

Using TZEDIT

Download the utility from the link below and extract the files. Execute the TZEDIT.EXE. You will be shown a list of time zones with your current time zone selected. Check the Start and End dates for DST in the bottom portion of the dialog window. If they are not starting in March and ending in November, then they need to be corrected. To correct, with your current time zone selected, click the Edit button.

Make sure the "Automatically set Daylight Saving Time" check box is checked. Change the Start Day to Second Sunday of March at 2:00am. Change the Last Day to First Sunday of November at 2:00am. Click OK, then click Close. This solution will only change the rules for your current time zone.

Refresh the Time Zone Information

This is a required step! A system restart will not take the place of this procedure. This is required to ensure that the new rules that have been applied and load them into the running configuration, known as the Current Control Set.

Open your Date and Time Properties window (double click on the time in you taskbar or open Date/Time on control panel. Now click the Time Zone tab, then change your time zone to a different zone (any one will do), click Apply button, then change the time zone back to your current time zone again and click Apply button, then click OK.

TZEDIT can be downloaded at the following link:

http://download.microsoft.com/download/5/8/a/58a208b7-7dc7-4bc7-8357-28e29cdac52f/TZEDIT.exe

Fixing VMIII

Use TXEDIT as above.

From the desktop, right-click My Computer and click properties. In the System Properties window, click on the Advanced tab. In the Advanced section, click the Environment Variables button. Finally, in the Environment Variables window, add or modify the TZ system variable.

By default the TZ system variable will be set to one of the following depending on your time zone:
EST5EDT
CST6CDT
PST8PDT

Change the TZ variable value to one of the following.
EST represents Eastern Standard Time,
CST stands for Central Standard Time, and
PST stands for Pacific Standard Time.

TZ = EST5EDT4,M3.2.0/02:00:00,M11.1.0/02:00:00
TZ = CST6CDT5,M3.2.0/02:00:00,M11.1.0/02:00:00
TZ = PST8PDT7,M3.2.0/02:00:00,M11.1.0/02:00:00

Figure 1: TZ example for Eastern Standard Time

Once the TZ variable has been changed to the new value, apply the changes. In addition to changing the value for TZ you must also edit the c:\amanda\install.cfg and add the following setting to the file:

set clock_sync false

Save the file and exit.

Finally, you must cold boot the VMIII PC for the changes to take effect. After changing the TZ variable value and adding set clock_sync false to the c:\amanda\install.cfg file, shutdown the VMIII PC and power it off. Wait 1 minute and power the system back on.

Important Note: Changing the TZ value works around this problem nicely. Once these steps are completed the time will only need to be adjusted manually once every four years (leap year).

Additionally, please note that while this will correct the VMIII system time and VMII will function correctly, VMIII monitor and administrator will show the time off by one hour. This is only cosmetic and VMIII will function properly.

Refer to figure 2 and 3 on the following page for additional details.

Figure 2: Monitor

Looking at the monitor (figure 1), the time shows 11:02am, however the system time is actually 12:02pm (shown in the bottom right corner). The VMIII system time is actually reflected in the bottom right corner of the client correctly so please use this time to refer to the VMIII system time and not the time value in the client in the top right hand corner of the screen.

Figure 3: Administrator

Similarly to monitor when using the new TZ variable value, the administrator client will show auto schedule records executing one hour behind within the scheduler record screen. Schedules will properly reflect when they will actually be executed in the calendar. Please refer to the calendar time and not the scheduler record time. Schedules will be executed at the correct time.

In our continuous effort to deliver the best technical support and service to our customers, OnviSource has streamlined and expanded its technical support department. As part of our 2008 initiatives, we have invested time and expenditures to improve our customer support and operations. This effort began by re-engineering and streamlining the organization to build a platform of personnel and processes capable of offering quality products and services. Immediately following, there came expansions and new hires. It is our intention and commitment to create a strong organization fully capable of delivering long-term quality services. We recognize that such major changes will take time, investment and a significant effort on our part. Nevertheless, we are fully prepared and committed to establishing a quality organization.

Subject Matter Experts (SME)
To improve our service responsiveness, ensure continuity and provide an escalation path for complex technical issues, OnviSource has designated several senior service engineers to assume the role of Subject Matter Expert (SME), reporting directly to Mona Sultana. These SMEs will be assigned to individual accounts or issues as a single point of contact for customers when complex issues arise. This new process is designed to help SMEs manage issues from beginning to final resolution thereby delivering a higher level of service quality.

Our expanding SME group includes the following promotions and new hires:

Dennis Pannell
Robert Williams
Ron Lawson

OnviCenter 6.1.1 is now available for OnviCall and OnviCord products.

Changes in 6.1.1 include:

1. ICD now takes wrap time into account. If an agent is wrapping up an account update after the call, the ICD will treat the session as an active call in the agents call list and not route additional calls to the agent until the wrap-up is completed.
2. Dispatch Server has improved stability.
3. Disabled users are no longer presented in the list of users.
4. Corrected issue with resending dispatches by an agent.

Viewing the operator login screen as shown indicates the software version

1. Press green Start button
2. Select Control Panel
3. Select Automatic Updates
4. Verify Turn off Automatic Updates is selected

Effective immediately, OnviSource is discontinuing the support of Music Telecom boards for OnviCenter 5.X and 6.X software releases.

OnviSource is unable to continue the support of Music Telecom due to the following reasons:

1. Music Telecom boards have not been supported by their manufacturer, and have been out of production for over two years. Despite the lack of product or support by the manufacturer, OnviSource continued to support Music Telecom boards until it became impossible to maintain such support.

2. The outdated technology of a Music Telecom board and its functional limitations can not support the advanced features and capabilities of OnviCenter 5.X and 6.X.

3. It is typical in the industry that after a certain number of years, hardware technologies and products become outdated and are discontinued by their respective manufacturers.

AccuCall owners with Music Telecom boards can continue using OnviSource software releases up to 2.2.X. However, we urgently encourage those AccuCall users with Music Telecom boards to upgrade to OnviCenter 6 hardware and server environment.

Please contact OnviSource for a custom configuration and pricing.

Please contact the OnviSource One Call Solution Center at 800.388.8402 ASAP to discuss your upgrade.

This is a known issue with the 2.2.X platform for AccuCall. There is a condition where the MSG_OUT_DATE causes a message that gets selected for a scheduled dispatch, either email or fax, to get selected for the same schedule on the following day.

In OnviCenter 5.2, the find message query was revised to prevent sending a duplicate of the message on the following day.

The Operator Application must not be run on an LDX, SBX, Dispatch Server or Switch Server. There is a BDE conflict and operation in unreliable