Table Of Contents
Release Notes for Cisco Unified Operations Manager 1.1
These release notes are for use with Cisco Unified Operations Manager (Operations Manager).
These release notes provide:
Operations Manager 1.1 adds the following:
•Support for Cisco Unified CallManager 5.0 and 4.2.
•Support for Cisco Unified MeetingPlace Express 1.1.1.
•Support for Cisco Unity Connection 2.2.
•Support (including synthetic tests) for SIP phones.
•Enhancements to Notifications Services workflow.
Note The originally published printed and electronic documentation is included with your product. Any changes after original publication are reflected on Cisco.com, where you will find the most up-to-date documentation.
Table 1 describes the product documentation that is available.
Note We sometimes update the printed and electronic documentation after original publication. Therefore, you should also review the documentation on Cisco.com for any updates.
Table 2 describes the additional documentation that is available.
Table 3 documents problems you may encounter.
Table 4 describes problems known to exist in this release.
Note To obtain more information about known problems, access the Cisco Software Bug Toolkit at http://www.cisco.com/cgi-bin/Support/Bugtool/home.pl. (You will be prompted to log into Cisco.com.)
Table 4 Known Problems in Operations Manager
Bug ID Summary Explanation
Cluster name changes are not reflected in Operations Manager.
If you change the name of a cluster in Cisco CallManager after the devices have been added to Operations Manager, the name change does not occur in Operations Manager. This is the case even after performing inventory collection.
Delete the devices in the cluster from Operations Manager and then re-add the devices.
In the Service Quality Alerts display, filtering does not work when using multiple criteria.
Using multiple filtering options at one time to customize the Service Quality Alerts display does not work correctly.
Filter the Service Quality Alerts display based on a single criterion.
Voice application software (for example, Cisco Conference Connection, Cisco CallManager, or Cisco Emergency Responder) goes to the Unsupported state.
On some servers that have voice application software installed, rebooting causes the server to go to the Unsupported state in Operations Manager.
The problem occurs on servers that have the Windows operating system version upgraded to 2000.2.7sr3 or 2000.4.1.
The problem is caused by incompatibility between the CDP driver installed by the voice application and Microsoft Security hotfix MS05-019. For more information regarding the hotfix, see the Microsoft website for more details.
Upgrade the CDP driver on the voice application server.
1. Uninstall the CDP driver from the voice application server. Run the following command:C:\Program Files\Cisco\Bin> cdpinstaller -v -u CISCO_CDP
2. Log on to any Cisco CallManager 4.1 server and copy the following files to the voice application server.
•CDP.SYS (C:\Program Files\Cisco\Bin)
3. Install the new CDP driver by running the following command:C:\program files\Cisco\Bin> cdpinstaller -v -l "C:\Program Files\Cisco\Bin \cdp.inf" -c p -i CISCO_CDP
An error occurs when you launch a trending graph for a device when the time of the graph is configured for more than 48 minutes in the past.
The error states that there is not any data available for the last 48 minutes. This error occurs due to an incorrect system uptime in the device.
This error occurs in specific Cisco IOS versions. Refer to the Cisco IOS IP SLA bugs, CSCin66315 and CSCeb46870.
Upgrade the Cisco IOS version, or reboot the source device. For details, see CSCin66315 and CSCeb46870.
OperationallyDown events for voice ports are being cleared automatically, even though the port is still down in the router.
The operationallyDown event for voice ports in routers are being cleared even though the port continues to be down.
Operations Manager only sends an operationallyDown alarm if the operating status (the OperStatus for this router) is in one of the following states:
•Testing (3) (If not suppressing testing-related alarms).
If, during a polling cycle, the ifOperStatus is Down (2), the alarm is generated. If, during the next polling cycle, the ifOperStatus is Dormant (5), the operationallyDown alarm is cleared because it is not Down (2) or Testing (3).
Related bug: CSCsb87389.
Some screens in Operations Manager are not sized correctly when opened.
Several popup screens open with the status bar covering the bottom of the screen. Some popups are not resizable, and the buttons located at the bottom right are covered by the status bar.
This occurs only with Windows XP Service Pack 2 using Microsoft Internet Explorer, and with certain security settings configured. The security settings are applied when the Operations Manager server is put in a security zone where the sizing of popups opened by scripts is disabled.
For detailed instructions, access this bug through Cisco Software Bug Toolkit at http://www.cisco.com/cgi-bin/Support/Bugtool/home.pl. (You will be prompted to log into Cisco.com.)
To fix the problem, the Allow script-initiated windows without size or position constraints option should be enabled for the security zone that the Operations Manager server is in.
Do one of the following:
•Enable the setting, Allow script-initiated windows without size or position constraints, for the security zone that the Operations Manager server is in.
•Add the IPCOM server site to the local intranet or trusted security zone.
Note In many cases, using the server name instead of the IP address in the browser will fix the problem. But the Operations Manager server must be in the same domain as the client, and DNS must be configured correctly. Alternatively, you can add the IP address to the Local Intranet or Trusted security zone.
On the Alert Details page, once a tool is launched, you cannot relaunch it.
In the Alert Details page, once you select a tool from the Launch Tools menu you cannot launch the selected tool again until you choose another tool.
After launching a tool, to launch the same tool again, you must either select a different tool or select the Launch Tools option in the menu.
After doing either of these actions, you can relaunch your original choice.
Exchange services are displayed as stopped when Cisco Unity is configured for failover.
When Cisco Unity is configured for failover mode, Operations Manager shows Microsoft Exchange Services as being stopped.
The Service Level View sometimes displays the following message:A script in this movie is causing Macromedia Flash Player 8 to run slowly. If it continues to run, your computer may become unresponsive. Do you want to abort the script?
This message appears when there is an update to the Service Level View and that update contains a large amount of content (100 KBs or more). Also, it may appear if the client system is under a load due to other processes using as little as 40 KB of CPU memory. The message is created by the Flash plug-in and the only way to avoid it is to partition the data to the client and send it in chunks of 100 KB or less.
Click No every time you see the message. Do not click Yes. If you do click Yes, close the Service Level View, and reopen it.
Also, check for any processes running on the client system that are using large amounts of CPU.
If you can disable nonessential processes on your system, reducing the overall system CPU usage, the message seldom appears.
The DFMServer and VHMServer processes are not registering with the broker.
Devices that are added to Operations Manager when it is in this condition exhibit the following behavior:
•ALL devices become stuck in the Inventory Collection in Progress state.
•All devices move to the unreachable state.
After installing Operations Manager and rebooting the server, either the DFMServer, or the VHMServer, or both processes do not start. There is no sm_server.exe instance (or there are only two sm_server.exe instances) in the Windows task manager.
Perform the following:
1. Run net stop crmdmgtd.
2. Wait 15 minutes.
3. Run net start crmdmgtd.
After the CPU cools down, check the Windows task manager. There should be four instances of sm_server.exe.
The output of the brcontrol command should show both DFM and VHM.
Broker is located at: IPCOM-daily:9002 Started: Jan 06 10:21:09 2006
Domain Host Name Port Proc ID State Last Chg Time
------ --------- ------ ------- ----- -------------
DFM IPCOM-daily.cisco.com 2163 14120 RUNNING Jan 06 16:18:03 2006
VHM IPCOM-daily.cisco.com 2206 8856 RUNNING Jan 06 16:18:04 2006
In the Service Level View, when Cisco IP Contact Center (IPCC) is part of a user-defined view, it only appears in the tree view (view pane).
User-defined views in the Service Level View do not show Cisco IP Contact Centers in the map display pane. They only appear in the view pane.
In the Personalized report, not all the graphs are shown for the node-to-node test violations.
In the Personalized report for node-to-node tests, 24-Hour History shows the graph for only the following metrics:
•Source-to-Destination Packet Jitter.
•Destination-to-Source Packet Jitter.
No other graphs are displayed.
When creating node-to-node tests, errors are displayed when the test limit is exceeded.
When creating more node-to-node tests than allowed (the limit is 250), the following errors are displayed:
Exceeding the test limit.
No selected studies. Please check field(s) for invalid entries.
You can ignore the error messages.
Learning appears in the Device Type column of the Alerts and Events display.
On the Alerts and Events display and the Alert Details page, you may see Learning in the Device Type column. Learning indicates that Operations Manager was discovering the device when the alert occurred. The following events can trigger an alert during discovery:
•Duplicate IP (might be generated for any type of device)
•Events for media servers only:
•Simply wait; the actual device type is reflected in the Device Type column when new events occur.
•Look up the current state of a device from the Detailed Device View, which always displays the current state.
Next Discovery, in the Device Management: Summary page, displays the incorrect time.
The problem is due to a registry setting in Windows that appears for certain time zones for which Daylight Saving Time changes are applicable. If the check box for Daylight Saving Time is not checked, problems occur when converting valid date strings to a Date object. This registry key remains even if the time zone of the machine is switched to another time zone for which Daylight Saving Time is not applicable.
Following is the registry information:
DisableAutoDaylightTimeSet REG_DWORD 0x00000001(1)
If the system is in a time zone that has Daylight Saving Time, check the Automatically adjust for Daylight Saving Time changes check box.
If the system is in a time zone for which Daylight Saving Time is not applicable, but the registry key is present and set to 1, do the following:
1. Change to a time zone for which Daylight Saving Time is applicable.
2. Check the Automatically adjust for Daylight Saving Time changes check box, and click Apply.
This will cause the registry key to disappear. Now switch the machine to its present time zone.
Automatic discovery does not discover Cisco Unity Express devices.
During automatic discovery, using either ping sweep or CDP, Cisco Unity Express devices are discovered. These devices go into the Unreachable state.
Manually add Cisco Unity Express devices into Operations Manager.
During discovery, ping sweep does not consider domain names or syslocation.
During discovery, if you have devices configured in multiple domains and try to use the domain name filter, the filter will not work.
Devices should be configured with a hostname and domain name.
There is no workaround for the domain name filters. You can discover devices using the IP address filter.
The Devices report may show a device's capability as UnknownMDFType.
The Devices report displays a device's capability as UnknownMDFType when the device is not supported by Operations Manager.
After upgrading, IP Communications Operations Manager 1.0 still appears under Start > Programs.
After upgrading from Operations Manager 1.0, IP Communications Operations Manager 1.0 still appears in the following locations:
•On the Windows desktop when you select Start > Programs. Two entries appear, one for IP Communications Operations Manager 1.0 and one for Cisco Unified Operations Manager 1.1.
Both options launch Operations Manager 1.1.
•On the CiscoWorks home page. If you select CiscoWorks in the top-right corner of the Operations Manager home page, the CiscoWorks home page opens. You will see two options, one for IP Communications Operations Manager and one for Cisco Unified Operations Manager.
Both options launch Operations Manager 1.1.
The right-click menu in the Service Level View does not display some of the options for Cisco CallManagers.
When you right-click on a Cisco CallManager in the Service Level View, not all the menu items are available in the list. Also, in the Detailed Device View for a Cisco CallManager's device capabilities, MediaServer and Host are not displayed.
Rediscover the Cisco CallManager.
The Service Level View does not display a Cisco CallManager cloud that was previously displayed.
During initial discovery or when the Operations Manager server boots up, if the Cisco CallManager Service is down on all members of the cluster, this cluster will not show up in the Service Level View.
Rediscover the device once the Cisco CallManager is reachable and the Cisco CallManager Service is running on the Cisco CallManagers.
Wrong IP SLA results are displayed for the Phone Status Test Results report.
When you run a Phone Status Test and schedule it to run once, the resulting report displays wrong information in the IP SLA column.
This is an intermittent problem, and can be caused by heavy loads on the router and network. There can be a delay in the router between the time the test is configured and when the data is collected. If the information is collected before the test starts to run, the returned information will not be correct.
Schedule the test using the every option rather than the once option.
SRST cloud disappears when the cluster is updated due to changes in the cluster.
In the Service Level View, SRST clouds (to indicate that the cluster has SRST connections) disappear from the first-level map-display pane. This occurs when the cluster is updated due to changes in the cluster.
If you drill down, the SRST connections are displayed correctly.
Refresh the Service Level View window.
During physical discovery, Cisco CallManager's HTTP credentials are not getting picked up.
Cisco CallManagers are going into the Partially Monitored state because their HTTP credentials are not getting picked up during physical discovery. This occurs even if the HTTP credentials are entered on the Default Credentials page.
This impacts Cisco CallManager release 5.0 only.
Edit the credentials of the Cisco CallManager in the Device Credentials Repository (DCR). This will trigger a rediscovery and the Cisco CallManager will go to the Monitored state.
Sometimes automatic discovery does not stop.
Automatic discovery does not progress if any Cisco CallManager 5.0 devices are used as seed devices. Also, the discovery process does not terminate on its own.
Further, if other devices are used as seed devices and Cisco CallManager 5.0 devices are encountered during automatic discovery, the discovery process does not stop.
Cancel automatic discovery. Click the Cancel button that appears on the Device Management: Summary page next to Device Selection: Automatic.
Discovery Credentials should have a provision to enter the Windows Management Instrumentation (WMI) credentials.
The Discovery Credentials page does not contain a field where the WMI credentials can be entered.
The following devices go into the Partially Monitored device state if the WMI credentials are not provided:
•Cisco IP Contact Center
•Cisco Unity Connection
•Cisco Personal Assistant
Enter the Windows credentials in the Primary Credentials field in the DCR.
Error in attaching to the DfmBroker.
After installing Operations Manager, rebooting, and importing devices for discovery, all devices go to the unreachable state. An error occurs when trying to attach to the DFMBroker.
To verify this, do the following:
1. Open a command prompt and go to: <NMSROOT>\objects\smarts\bin.
Note NMSROOT is the directory where Operations Manager is installed on your system. If you selected the default directory during installation, it is C:\Program Files\CSCOpx.
brcontrol. You will see the following message:
Error attaching to broker: IPCOM-PERF4GBL:9002
Do the following:
1. Open a command prompt.
net stop crmdmgtd.
3. Wait 15 minutes.
net start crmdmgtd.
After the CPU cools down, check the Windows task manager. There should be four instances of sm_server.exe and two instances of brstart.exe.
Device discovery can take a long time to complete.
The default SNMP timeout used to validate device credentials is 3 seconds with 2 retries. This can cause discovery time to increase under the following conditions:
•There are many SNMP unreachable devices in the network.
•Multiple credentials have been supplied. This means that discovery will have to try one or more credentials on each device until it finds the correct credentials for the device.
Lower the SNMP timeout and retries. Do the following:
1. Enter the credentials on the Default Credentials page.
2. Open the IPCDiscovery-config.xml file from <NMSROOT>\conf\discovery.
Note NMSROOT is the directory where Operations Manager is installed on your system. If you selected the default directory during installation, it is C:\Program Files\CSCOpx.
3. Locate the Credentials section. In this section, for each credential that you entered, you will find a section similar to the following:
<SnmpCredential IPAddress="*.*.*.*"> <SNMPv2 Snmpretry="2" Snmptimeout="3000" Usertag="SNMPv2 Credentials in first line" ROCommunity="/qiJe7XyxpU=" RWCommunity="Byh+1ukjK3I="/> </SnmpCredential>
Snmptimeout="3000" indicates that the timeout is 3000 milliseconds or 3 seconds.
Device discovery can take a long time to complete.
4. You can lower this value to 1000 milliseconds or 1 second. You can choose a value based on the SNMP responsiveness of your network.
5. Save the changes that you made to the file.
6. Start discovery.
Note If you make any further modifications to the credential list from the Default Credentials page, you will need to verify the SNMP timeout values in the configuration file. They may have been overwritten.
Table 5 describes problems that where fixed in this release.
Upgrading IP Communications Operations Manager 1.0 to Cisco Unified Operations Manager 1.1
Supported upgrade paths:
•Upgrade from a licensed copy of IP Communications Operations Manager 1.0 to a licensed copy of Cisco Unified Operations Manager 1.1.
•Upgrade from a licensed copy of IP Communications Operations Manager 1.0 to an evaluation copy of Cisco Unified Operations Manager 1.1
Note You cannot upgrade from an evaluation copy of IP Communications Operations Manager 1.0 to an evaluation copy of Cisco Unified Operations Manager 1.1.
Note Synthetic test settings are not migrated from IP Communications Operations Manager 1.0 to Cisco Unified Operations Manager 1.1. After upgrade, you will have to recreate any synthetic tests that you previously created in Operations Manager 1.0.
Before You Begin
•Make sure your system meets the system requirements. For system requirements, see Installation Guide for Cisco Unified Operations Manager (Includes Service Monitor).
•Close all open or active programs. Do not run other programs during the upgrade process.
Step 1 As the local administrator, log in to the machine on which you will be upgrading the Operations Manager software, and insert the Cisco Unified Operations Manager CD-ROM into the CD-ROM drive. The Cisco Unified Operations Manager 1.1 and Service Monitor 1.1 Setup Program window opens.
Note If the CD-ROM is already in the CD-ROM drive and you stopped the installation process to close programs or if Autostart is disabled, click Setup.exe to restart the process.
Step 2 Click Install. The Welcome window appears.
Step 3 Click Next. The Software License Agreement window appears.
Step 4 Click Accept. The Licensing Information window appears.
Step 5 Select a radio button:
•If you know the location of the license file for Operations Manager, select the first radio button and browse to the location of the license file. Click Next.
•If you do not have a license for Operations Manager, select the Evaluation Only radio button, and click Next.
Note For instructions on obtaining a license file, see Licensing Process.
The Setup Type window appears.
Step 6 Select Typical or Custom.
Step 7 Click Next. The Backup Data window appears.
Step 8 Enter or browse to the location where you want the backup of your previous version of Operations Manager stored.
Step 9 The System Requirements window displays the results of the requirements check and advises whether the upgrade can continue; click Next.
Step 10 If you chose Custom installation, you will be asked to enter the following:
•Username and password for data transport protocol authentication
•Location where the Service Monitor call metrics data will be stored
•Location where the Service Monitor probe image and configuration files will be stored
This step is not required for Typical installation. Click Next.
Step 11 An information dialog box appears, confirming upgrade; click OK.
The Summary window appears, displaying the current settings.
Step 12 Click Next. The installation proceeds.
Step 13 Remove the Cisco Unified Operations Manager CD-ROM from the drive.
Note Store the CD-ROM in a secure, climate-controlled area for safekeeping.
Step 14 Click Finish to reboot the machine.
Step 15 Wait 30 minutes after the system reboots before starting Operations Manager. This gives all Operations Manager processes time to initialize.
Step 16 To verify that the Operations Manager Server process is running, log in to the CiscoWorks home page as the administrator and select Common Services > Server > Admin > Processes.
Step 17 To make sure all existing devices go to the monitored state, Operations Manager must perform rediscovery. Do the following:
a. In Operations Manager, select Device > Device Management > View/Rediscover/Delete.
b. In the device selector, select the All Devices check box.
c. Click Rediscover.
Note During upgrade, the Voice Utilization polling settings are carried over from IP Communications Operations Manager 1.0 to Cisco Unified Operations Manager 1.1. If you encounter problems when launching performance graphs, do the following:
1. From a command prompt run the following command:- pdshow InventoryCollector
This verifies that the Inventory Collector server is running.
2. If the server is not running, run the following command:- pdexec InventoryCollector
3. In Operations Manager Polling and Thresholds, change any priority settings.
4. Click Apply Changes.
Step 18 Recreate any synthetic tests that you previously created in Operations Manager 1.0.
Note Synthetic test settings are not migrated from IP Communications Operations Manager 1.0 to Cisco Unified Operations Manager 1.1. After upgrade, you will have to recreate your synthetic tests.
If any errors occur during installation, check the installation log in the root directory on the drive. (For example, the CiscoWorks Common Services installation might create C:\Ciscoworks_setup001.log, the Operations Manager installation might create C:\Ciscoworks_setup002.log, and so forth.) The Cisco Technical Assistance Center (TAC) might ask you to send them the installation log.
Operations Manager features software-based product registration and license key technologies. Licensing ensures that you possess a licensed copy of Operations Manager 1.1.
Note Licensing uses node-locking technology. The license file can only be used with the MAC address that you supply.
Verifying Operations Manager License Status
Step 1 Select the CiscoWorks link in the upper right-hand corner of the Operations Manager home page. The CiscoWorks home page window opens.
Step 2 Select Common Services > Server > Admin > Licensing. The Licensing Information page appears, displaying the information in the following table.
Table 6 describes what to do in different scenarios if you do not have a licensed, registered copy of Operations Manager or if you want to increase device support.
Table 6 How to Obtain and Register a License
Scenario What to do
Installing with a purchased license.
1. Before installing obtain a license file. See Licensing Process.
Note You can install Operations Manager without the license file. You can upgrade your license after installation. See Registering a License File with Operations Manager.
2. During installation, select License File Location, and provide the location of your license file.
Installing with an evaluation license.
Note The evaluation license is limited to monitoring 300 devices and 1000 phones.
During installation, select Evaluation Only. Evaluation versions are active for 30 days, before you are required to purchase a license.
If you want to upgrade to a purchased license after installation, obtain a PAK and license file for the installed version of Operations Manager. For information on the licensing process, see Licensing Process.
Getting a license for additional devices. Either upgrading from an evaluation license, or increasing the number of supported devices.
See Licensing Process.
Note When upgrading your license either from an evaluation version or from lower device limits to higher limits, you must restart the daemon manager. If the daemon manager is not restarted, the new device limits will not take effect and the system status reports will not show the correct information.
Moving Operations Manager to another server.
Call the Cisco TAC for assistance.
This process applies to new installations and license upgrades.
1. Obtain a Product Authorization Key (PAK)—The PAK is used to register Operations Manager, and any additional device support that you might purchase for Operations Manager, on Cisco.com, and it contains resource limitations. See Obtaining a PAK.
2. Obtain a license file—A license file is sent to you after you register the PAK on Cisco.com. See Obtaining a License File.
3. Copy the license file to the server where Operations Manager is to be installed. If Operations Manager is already installed and you are upgrading your license file, you must register the license file with Operations Manager. See Registering a License File with Operations Manager.
Obtaining a PAK
The PAK is located on the software claim certificate that is shipped with the Operations Manager product CD.
Obtaining a License File
Step 1 Register the PAK and the MAC address of the system where Operations Manager is installed with Cisco.com at http://www.cisco.com/go/license. You will be asked to log in. You must be a registered user of Cisco.com to log in.
Note The MAC address is required because licensing uses node-locking technology. The license file can only be used with the MAC address that you supply.
The license file will be e-mailed to you.
After you obtain a license file, register the license with the Operations Manager server.
Registering a License File with Operations Manager
Step 1 Copy the license file to the Operations Manager server, into a directory with read permission for the username casuser or the user group casuser.
Step 2 Install the license:
a. From the Operations Manager home page, click CiscoWorks in the upper right-hand corner of the window. The CiscoWorks home page opens. Under Common Services, select Server > Admin > Licensing. (For more information, see Common Services online help.)
The Licensing Information page appears.
b. Click Update. A file browser dialog box appears.
c. Enter the path to the new license file in the License field, or click Browse to locate the license file you copied to the server.
d. Click OK.
The system verifies whether the license file is valid, and updates the license. The updated licensing information appears on the Licensing Information page. If you purchased more than one license, repeat Step 2 to install each additional license.
If you encounter errors, repeat the steps to license your product.
Step 3 Stop and start the daemon manager from a command prompt by issuing the following commands:net stop crmdmgmtnet start crmdmgmt
Operations Manager provides reminders in the following circumstances:
Evaluation Version: Before Expiry
If you have installed the evaluation version of Operations Manager, you must obtain the license file from Cisco.com if you want to continue to use the product after the 30-day evaluation period. For details, see Licensing Process.
Before expiry of the evaluation license, you will see the following prompt:This software is provided for evaluation purposes only and will expire in XX days. If this is not an evaluation copy, please click this link for information about obtaining a valid purchase license. Click here for current licensing information. Otherwise, please contact your Cisco representative for purchasing information.
This message is displayed as an alert after you log in and try to access Operations Manager. If you fail to upgrade your evaluation license, all Operations Manager processes will run, but access to Operations Manager functionality will be prohibited.
Purchased Version: No License File
If you have installed a purchased version of Operations Manager, you must register Operations Manager using the PAK number. For details, see Licensing Process. If you fail to register Operations Manager, you will see the following prompt:The license file is invalid. Please click this link for information about obtaining a valid purchase license. Click here for current licensing information. Otherwise, please contact your Cisco representative for purchasing information.
Operations Manager 1.1 is fully functional. However, you will continue to receive the alert until you register your license.
Purchased Version: Device Limit Exceeded
If you have a restricted license, Operations Manager notifies you when your device inventory approaches the device limit. After the device limit has been reached, Operations Manager displays the following messages:
•Exceeded device limit:You have exceeded the device limit for Cisco Unified Operations Manager. Devices will not be managed.
•Exceeded phone limit:You have exceeded the phone limit for Cisco Unified Operations Manager. Please click here for current licensing information. Please contact your Cisco representative to determine if additional licenses can be purchased for this server.
Operations Manager 1.1 remains functional, but will shortly stop adding devices and phones to managed inventory.
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The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:
Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—An existing network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired, while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
•The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:
•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:
•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:
•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:
•Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:
This document is to be used in conjunction with the documents listed in the "Product Documentation" section.
Copyright © 2006 Cisco Systems, Inc. All rights reserved.