In addition to the Remote Access procedures listed in the
the Operating System on the Cisco IP Telephony Applications Server, this
document lists the methods used by Cisco Technical Support to access systems
remotely. This greatly enhances the engineer's ability to diagnose and resolve
system issues. Though it is not required, customers are highly encouraged to
supply some kind of access for troubleshooting purposes.
It is the customer's responsibility to supply any required software.
There are no specific requirements for this document.
The information in this document is based on these software and
Cisco CallManager 3.x(x) and later
Virtual Network Computing (VNC)
Windows Terminal Service (WTS) (also called Remote Desktop)
WTS is not supplied by Cisco.
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to
Technical Tips Conventions.
For additional information on Cisco CallManager remote access, refer to
I use Terminal Services, VNC, or ILO on this server during the upgrade
chapter of Installing the Operating System on the Cisco IP Telephony
Applications Server, Version 2000.2.6.
VNC now ships with the Cisco CallManager install CD and is supported
for remote access to Cisco CallManager. For more information on VNC, refer to
the RealVNC site
VNC is the only supported remote access method for software
installations and upgrades.
If you want to use Virtual Network Computing (VNC) to remotely upgrade
a Cisco CallManager server, refer to the
Telephony Operating System documentation page to obtain the latest
version of the VNC document.
For more information, refer to
Cisco CallManager Release 4.1.2.
Caution: If you have installed VNC but do not plan to use it to perform the
upgrade, disable it to prevent remote access to the server. If you do not
disable VNC and a user/administrator accesses the server at the time of the
upgrade, the upgrade fails.
Cisco installs Terminal Services. Therefore, Cisco Technical Support is
able to perform remote administration and troubleshooting tasks. Windows
Terminal Services is supported and preferred for remote server administration
and access for Cisco Technical Support.
Installation or upgrades of software is not supported on Cisco
Caution: Before the upgrade, Cisco recommends that you disable Terminal
Services and immediately reboot the server to prevent remote access to the
server. If you access the server through Terminal Services, it sometimes causes
the upgrade to fail.
After you upgrade the server, you must enable Terminal Services.
For more information on WTS, refer to
Microsoft's WTS site
Do not use ILO to perform upgrade or installation tasks. Cisco supports
ILO for remote management and configuration tasks only.
For more information on ILO, refer to
Cisco MeetingPlace is a unique tool used by Technical Support for web
conferencing. It allows access to systems through HTTP. As long as there is
Internet access from the Cisco CallManager server, this is the preferred
Note: By default, Internet Explorer opens new links in the existing
windows. Therefore, you can easily lose your web conference when you click on a
link. To prevent this Internet Explorer behavior, select Tools >
Internet Options > Advanced and uncheck Reuse windows for
Open TCP port 1627 in order to share the desktop. If TCP port 1627 is
blocked by the firewall, messages are tunneled through TCP port 80. Cisco
MeetingPlace also supports tunneling using HTTPS (SSL). SSL requires an SSL
Certificate. To enable support for SSL, port 443 must be open on the network.
For information on the Web Conferencing application, refer to
MeetingPlace Web Conferencing.
Note: When you initiate a Terminal Service session to the Cisco CallManager
server, launch a browser from there to Cisco MeetingPlace, share the desktop,
and then minimize this Terminal Service session, the web conference with
Technical Support freezes. Cisco recommends that you either share the desktop
from your local PC, logon to Cisco MeetingPlace from the server console
directly, or do not minimize your Terminal Service session to the Cisco
For additional product information, refer to
If you need to set up a session with a Technical Support engineer, go
to the TAC MeetingPlace page.
From this page, enter the unique meeting ID number that the Technical
Support engineer assigns for this meeting. If you are a first time user, select
the Browser Test link to ensure compatibility. If you do not already have them,
the Test Browser page prompts you to install some Java components. This is a
one time process. It is not required the next time you connect to Cisco
Once you sign in as a guest, you can share any application with the
Technical Support engineer and allow the engineer control.
Note: When you use Cisco MeetingPlace for Web Conferencing, the Internet
browser process uses a portion of CPU resources. This is expected behavior.
Customers are responsible for secure network connectivity for access.
Cisco Virtual Private Network (VPN) connections are the preferred method.
A VPN is a private network that uses public phone lines (or in some
cases a cable modem). Privacy is maintained through encryption and the use of
secure protocols. When you use a VPN to access Cisco CallManager through a
firewall, you can use Cisco CallManager as if you were inside the network.
VPN is required in these circumstances:
Note: If you do not use VPN for remote access, refer to the
website for information on configuring Distributed
Component Object Model (DCOM) through a firewall.
Discuss the set up of a VPN with your LAN administrator.