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The time and date settings on an Agent's computer can greatly impact
apps and services used throughout the day. For Contact Center AI Platform (CCAI Platform), if the settings are
not set automatically by an internet service, time sync within the
product can be off. This may present itself in the Agent Adapter where
the agent status timer doesn't start at 0:00 when the status is
changed. To resolve this issue, follow these steps:
NTP server configuration with macOS
From your system preferences, click Date & Time.
Click the lock to unlock
the ability to make changes.
When unlocked, replace the Apple address with the NTP server address
time.google.com.
Exit System Preferences.
NTP configuration for Microsoft Windows 10
Go to your Windows Control Panel and find the Date and Time
option.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eIncorrect time and date settings on an Agent's computer can negatively affect apps and services, including the CCAI Platform.\u003c/p\u003e\n"],["\u003cp\u003eTime synchronization issues in CCAI Platform can manifest as agent status timers not starting at 0:00.\u003c/p\u003e\n"],["\u003cp\u003emacOS users can resolve time sync problems by configuring the NTP server to \u003ccode\u003etime.google.com\u003c/code\u003e in System Preferences under Date & Time settings.\u003c/p\u003e\n"],["\u003cp\u003eWindows 10 users can synchronize their time by configuring \u003ccode\u003etime.google.com\u003c/code\u003e as the NTP server in the Control Panel's Date and Time settings under the Internet Time tab.\u003c/p\u003e\n"]]],[],null,["# Setting Internet Time Protocol\n\nThe time and date settings on an Agent's computer can greatly impact\napps and services used throughout the day. For Contact Center AI Platform (CCAI Platform), if the settings are\nnot set automatically by an internet service, time sync within the\nproduct can be off. This may present itself in the Agent Adapter where\nthe agent status timer doesn't start at 0:00 when the status is\nchanged. To resolve this issue, follow these steps:\n\nNTP server configuration with macOS\n-----------------------------------\n\n1. From your system preferences, click **Date \\& Time.**\n\n2. Click the lock to unlock\n the ability to make changes.\n\n3. When unlocked, replace the Apple address with the NTP server address\n `time.google.com`.\n\n4. Exit System Preferences.\n\nNTP configuration for Microsoft Windows 10\n------------------------------------------\n\n1. Go to your Windows Control Panel and find the **Date and Time**\n option.\n\n2. Click the **Internet Time** tab.\n\n3. Click **Change settings**.\n\n4. Select **Synchronize with an Internet Time server**.\n\n5. Enter the NTP server: `time.google.com`.\n\n6. Click **Update now**."]]
