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Quick Start Guide for IP Communications Operations Manager 1.0

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Quick Start

Table Of Contents

Quick Start Guide for
IP Communications Operations Manager 1.0

SUPPLEMENTAL LICENSE AGREEMENT

IP Communications Operations Manager 1.0 Overview

Licensing

Understanding Licensing Terms

Licensing Your Product

IP Communications Operations Manager Package Contents

Server and Client System Requirements

Installing IP Communications Operations Manager 1.0

Before You Install IP Communications Operations Manager

Installing IP Communications Operations Manager

Where to Go Next

Related Documentation

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Quick Start

Quick Start Guide for
IP Communications Operations Manager 1.0


1 SUPPLEMENTAL LICENSE AGREEMENT

SUPPLEMENTAL LICENSE AGREEMENT FOR CISCO SYSTEMS NETWORK MANAGEMENT SOFTWARE: CISCOWORKS IPC SERVICE MONITOR.

IMPORTANT-READ CAREFULLY: This Supplemental License Agreement ("SLA") contains additional limitations on the license to the Software provided to Customer under the End User License Agreement between Customer and Cisco. Capitalized terms used in this SLA and not otherwise defined herein shall have the meanings assigned to them in the End User License Agreement. To the extent that there is a conflict among any of these terms and conditions applicable to the Software, the terms and conditions in this SLA shall take precedence.

By installing, downloading, accessing or otherwise using the Software, Customer agrees to be bound by the terms of this SLA. If Customer does not agree to the terms of this SLA, Customer may not install, download or otherwise use the Software. When used below, the term "server" refers to central processor unit.


1. ADDITIONAL LICENSE RESTRICTIONS.

Installation and Use. The Software components are provided to Customer solely to install, update, supplement, or replace existing functionality of the applicable Network Management Software product. Customer may install and use following Software components:

CiscoWorks Common Services: Contains shared resources used by other components in this bundle. In many cases, all components in this bundle can be installed on a single server.

CiscoWorks IPC Operations Manager: May be installed on one (1) server in Customer's network management environment. Contains shared resources used by other components in this bundle. In many cases, all components in this bundle can be installed on a single server.

CiscoWorks IPC Service Monitor: May be installed on one (1) server in Customer's network management environment.

Reproduction and Distribution. Customer may not reproduce nor distribute the Software.

2. DESCRIPTION OF OTHER RIGHTS AND LIMITATIONS.

Please refer to the Cisco Systems, Inc. End User License Agreement.

2 IP Communications Operations Manager 1.0 Overview

IP Communications Operations Manager (Operations Manager) monitors and evaluates the current status of both the IP communications infrastructure and the underlying transport infrastructure in your network. Operations Manager uses open interfaces such as Simple Network Management Protocol (SNMP) and Hypertext Transfer Protocol (HTTP) to remotely poll data from different devices in the IP communications deployment.


Note IP Communications Operations Manager does not deploy any agent software on the devices being monitored and thus is nondisruptive to system operations.


IP Communications Operations Manager increases productivity of network managers, enabling them to isolate problems more quickly using:

Contextual diagnostic tools:

Diagnostic tests provide performance and connectivity details about different elements of the converged IP communications infrastructure.

Synthetic tests replicate end-user activity and verify gateway availability and other configuration and operational aspects of the IP communications infrastructure.

IP service-level agreement (SLA)-based diagnostic tests can measure the performance of WAN links and node-to-node network quality.

Clickable information in notification messages—Includes context-sensitive links to more detailed information about service outages.

Context-sensitive links to other CiscoWorks tools and Cisco tools—For managing IP communications implementations.

IP Communications Operations Manager also does the following:

Presents service-quality alerts—Uses information from CiscoWorks IP Communications Service Monitor 1.0, when it is also deployed, to:

Display mean opinion scores (MOSs) associated with poor voice quality between pairs of endpoints (Cisco IP Phones, Cisco Unity messaging systems, or voice gateways) involved in a call and other associated details about the voice-quality problem.

Enable you to perform a probable path trace between the two endpoints and reports on any outages or problems on intermediate nodes in the path.

Highlights current connectivity-related and registration-related outages affecting Cisco IP Phones in the network—In addition, provides contextual information that enables locating and identifying the IP phones involved.

Tracks IP communications devices and IP phone inventory—Tracks Cisco IP Phone status changes and creates a variety of reports that document move, add, and change operations on Cisco IP Phones in the network.

Provides real-time notifications—Uses SNMP traps, syslog notifications, and e-mail to report the status of the network being monitored to a higher-level entity (typically, to a manager of managers).

Licensing

Operations Manager and Service Monitor feature software-based product registration and licensed key activation technologies. During the installation process, the installer displays the registration and licensing input dialog box. The following table provides information about terminology used in the registration process.

Understanding Licensing Terms

Table 1 describes PAK and License file and usage of these terms.

Table 1 Understanding PAK and License File

Licensing Terms
Description

Product Authorization Key (PAK)

The PAK is printed on the software claim certificate. Use the PAK to get your license file from Cisco.com. You may obtain and install your license file at any time while you are working on Operations Manager, not necessarily only at the time you install the product.

We recommend that you complete the Operations Manager license registration and get your product license before installing Operations Manager.

If the person installing Operations Manager is not authorized to obtain the license on behalf of the administrator, the product can be successfully installed for a period of time using the Evaluation Only option. In this case, the product will automatically remind the administrator to complete the licensing process.

License file

When you register your Operations Manager purchase on the product licensing area of Cisco.com, you will receive a license file. You need to provide your PAK to receive a license file.

You must be a registered user of Cisco.com to log in to get your license file at this URL:

http://www.cisco.com/go/license

Logging in allows your Cisco user profile information to auto-populate many of the product registration fields. Login is case sensitive.


Licensing Your Product

We recommend that prior to installing the Operations Manager 1.0 and Service Monitor 1.0 products, you register the products and receive a permanent license.


Step 1 Register Operations Manager (and Service Monitor if you want to use it), using the PAK, with Cisco.com to get your license file.

The PAK is printed on the software claim certificate. Log on to Cisco.com at this URL:

http://www.cisco.com/go/license

Logging in allows your Cisco user profile information to auto-populate many of the product registration fields. Login is case sensitive. Your license file will be sent to you through e-mail.

Step 2 Copy the new license file to the CiscoWorks Common Services server, into a directory with read permissions for the user name casuser or the user group casusers.

Step 3 Install the license file.

If you have obtained the Operations Manager (and Service Monitor) license prior to installation:

a. During installation, when prompted:

In the Licensing Information window, select the first radio button.

Use the browse window to locate the license file directory.

b. Click Next to install the license file.

If you have completed the Operations Manager installation by selecting Evaluation Only:

a. From the CiscoWorks Homepage, select Common Services > Server > Admin > Licensing.

The License Administration page appears.

b. Click Update.

A file browser popup 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 in step 2.

d. Click OK.

The system verifies whether the license file is valid, and updates the license.

The updated licensing information appears in the License Information page. If you encounter errors, repeat the steps to license your product.


IP Communications Operations Manager Package Contents

Table 2 lists the contents of the IP Communications Operations Manager 1.0 package.


Note The IP Communications Operations Manager product CD-ROM also contains IP Communications Service Monitor 1.0. When you run the installation, both products are installed on your system.


Table 2 IP Communications Operations Manager Package Contents 

Product
Consisting of

IP Communications Operations Manager Release 1.0

IP Communications Operations Manager Release 1.0 product installation CD

Printed documentation:

Release Notes for IP Communications Operations Manager 1.0

Quick Start Guide for IP Communications Operations Manager 1.0

PDF versions of1 :

Installation Guide for IP Communications Operations Manager (Includes Service Monitor)

User Guide for IP Communications Operations Manager

Release Notes for IP Communications Operations Manager 1.0

Quick Start Guide for IP Communications Operations Manager 1.0

Release Notes for IP Comminications Service Monitor 1.0

User Guide for IP Communications Service Monitor

Online version of2 :

Device Support Table

1 PDF versions of support documentation are located on the product CD in the Documentation folder.

2 Online versions of support documentation are located on Cisco.com.


3 Server and Client System Requirements

IP Communications Operations Manager (Operations Manager) is intended for installation on Windows 2003 systems. Table 3 describes the server requirements for installing all Operations Manager components on a single Windows 2003 system. Table 4 describes the client system requirements.

Notes:

Operations Manager requires a dedicated system; do not install it on a system with:

Third-party management software (such as HP OpenView or NetView).

Cisco Secure Access Control Server (ACS).

Any CiscoWorks applications other than those that are documented to be able to coexist with IP Communications Operations Manager 1.0.

The system where Operations Manager is to be installed must be configured for DNS.

If you want to use a third-party SNMP management tool to make SNMP queries against the server where Operations Manager is installed, Windows SNMP service must be installed. See Installation Guide for IP Communications Operations Manager (located on the product CD).

Do not install IP Communications Operations Manager on:

A Primary Domain Controller (PDC) or Backup Domain Controller (BDC).

A FAT file system.

A Windows Advanced Server with Terminal Services enabled in application server mode.

A system with Internet Information Services (IIS) enabled.

A system that does not have name lookup.

Do not select an encrypted directory. IP Communications Operations Manager does not support directory encryption.

Do not install any CiscoWorks Common Services 3.0 service packs on IP Communications Operations Manager.

See Installation Guide for IP Communications Operations Manager for specific requirements and detailed installation instructions.

Table 3 lists the minimum server system requirements and recommendations for installing Operations Manager.

Table 3 Minimum Server Hardware and Software Requirements Summary 

Requirement Type
Minimum Requirements

System Hardware

IBM PC-compatible computer with one of the following:

Small deployments (fewer than 1,000 phones)—2.0-GHz Intel processor, 2 GB RAM, 60-GB hard disk drive.

Medium deployments (1000 to 10,000 phones)—3.0-GHz Intel processor, 4 GB RAM, 60-GB hard disk drive.

Large deployments (over 10,000 phones)—Dual 3.0-GHz Intel processors, 4 GB RAM, 60-GB hard disk drive.

Color monitor.

CD-ROM drive.

Support one or two 10/100 NICs (one required, one for failover support).

Memory (RAM)

One of the following:

2 GB—Minimum for small deployment.

4 GB—Minimum for medium deployment.

4 GB—Minimum for large deployment.

Available Drive Space1

60 GB hard disk space.

Virtual memory equal to double the amount of memory (RAM). For example, if your system has 2 GB of RAM, you need 4 GB of virtual memory.

NTFS file system (required for secure operation).

At least 16 MB in Windows temporary directory (%TEMP%).

System Software2 , 3

ODBC Driver Manager4 3.5.10 or later.

Windows Server 2003 with Service Pack 1, Standard and Enterprise Editions.


Note Windows Terminal Services is supported in remote administration mode only.


Environment

Clients must be able to access the Operations Manager server:

From outside a firewall—Refer to documentation for your firewall for how to configure client access.

Across a Virtual Private Network (VPN)—The VPN tunnel should connect the server and a VPN router or similar device.

1 Do not install Operations Manager on a FAT file system.

2 You must install Operations Manager on a dedicated system. Do not install Operations Manager on a Primary Domain Controller (PDC) or Backup Domain Controller (BDC). Do not install Operations Manager in an encrypted directory. CiscoWorks does not support directory encryption.

3 The default locale for your Windows operating system must be set to either US-English or Japanese.

4 To verify the version of ODBC Driver Manager, from the Windows desktop, select Start > Settings > Control Panel > Administrative Tools > Data Sources (ODBC). Select the About tab. If necessary, install Microsoft Data Access Component (MDAC) 2.5 or later.


Table 4 Minimum Client Hardware and Software Requirements Summary 

Requirement Type
Minimum Requirements

System Hardware

IBM PC-compatible computer with one 1.0-GHz processor.

Color monitor with video card set to 256 colors.

Screen resolution of 1024 x 768 dpi. (Not every LCD projector or monitor provides a clear display at the minimum screen resolution. On LCD projectors and monitors, dot pitch impacts the readability of the screen.)

Memory (RAM)

512 MB memory (RAM) (1 GB recommended).

System Software

Clients can run any of the following1 :

Windows XP with Service Pack 2.

Windows Server 2003 Standard or Enterprise Edition without Windows Terminal Services.

Additional Software

Internet Explorer 6.0.28 or 6.0.372 .

Adobe Macromedia Flash Player 8.0 or higher.

Environment

Clients must be able to access Operations Manager:

From outside a firewall—Refer to documentation for your firewall for how to configure client access.

Across a Virtual Private Network (VPN)—The VPN tunnel should connect the client and a VPN router or similar device.

1 Client requirements might change when you install an Incremental Device Update (IDU) for Operations Manager. The Readme file for an IDU contains updated requirements, if any. For example, if a later version of a Windows service pack is required, the Readme file provides the details.

2 Browser requirements might change when you install an Incremental Device Update (IDU) for Operations Manager. The Readme file for an IDU contains updated requirements, if any. For example, if a later version of the Java Plug-in is required, the Readme file provides the details.


4 Installing IP Communications Operations Manager 1.0

For detailed instructions see Installation Guide for IP Communications Operations Manager, which is located in the Documentation directory on the product CD.

Before You Install IP Communications Operations Manager

You might need to supply the following information while you are installing Operations Manager:

User Admin password

System Identity Account password

Casuser password (custom installation only)

Guest password (custom installation only)

Common Services database password (custom installation only)

Web server information (custom installation only)

For more information on creating passwords see the appendix "Password Information" in Installation and Setup Guide for Common Services on Windows.

License information—The installation script prompts you to enter one of the following:

Information that you will find printed on the software claim certificate—Product Authorization Key (PAK).

Location of the license file—If you have already obtained a license file, provide the path. If not, be sure to obtain one. You can do so before or after you install IP Communications Operations Manager 1.0; see Licensing.


Note You can determine the status of your license from the CiscoWorks home page, by selecting Common Services > Server > Admin > Licensing.



Note If you are installing Operations Manager for evaluation purposes, you do not need to supply a license file.



Installing IP Communications Operations Manager

Use these steps to perform a fresh installation of Operations Manager.


Step 1 Make sure your system meets these prerequisites:

Required (or desired) operating system upgrades have been performed.

Required service packs are installed.

For system requirements, see Server and Client System Requirements.

Step 2 Close all open or active programs. Do not run other programs during the installation process.

Step 3 As the local administrator, log in to the machine on which you will install the Operations Manager software, and insert the IP Communications Operations Manager 1.0 CD-ROM into the CD-ROM drive. The IPC Operations Manager 1.0 and Service Monitor 1.0 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 4 Click Install. The Welcome window appears.

Step 5 Click Next. The Software License Agreement window appears.

Step 6 Click Accept. The Licensing Information window appears.

Step 7 Select one of these radio buttons, enter any required information, and click Next:

License File Location—For instructions on obtaining a license file, see Licensing.

Evaluation Only


Note Do not select the PAK and PIN radio button. A PIN is not provided for Operations Manager.


The Setup Type window appears.

Step 8 Select Typical to install the complete IP Communications Operations Manager 1.0 package, which contains Operations Manager 1.0, Common Services 3.0 with Service Pack 1, and Service Monitor 1.0.

If you choose the Typical installation mode, the following information will be supplied for you:

Guest password

Common Services database password

Web server information

Self-signed certificate information

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

If you choose the Custom installation mode, you will be prompted to enter this information during the installation process.

Step 9 Click Next. The Choose Destination Folder window appears.

Step 10 Do one of the following:

Click Next to accept the default installation directory.

Browse to the folder where you would like to install Operations Manager, and click Next.

The installation program checks dependencies and system requirements.

The System Requirements window displays the results of the requirements check and advises whether the installation can continue. One of the following might occur:

If there is not enough disk space for the installation, the installation program displays an error message and stops.

If the minimum recommended requirements are not met, the installation program displays an error message and continues installing.

Step 11 Click Next.

Step 12 Enter a User Admin password (and confirm), and click Next.


Note If you selected the Custom installation mode, during this part of the installation you will be asked to enter the information that is noted in Step 8.


Step 13 Enter a System Identity Account password (and confirm), and click Next.

Step 14 The Create Casuser dialog box appears; click Yes to continue with the installation.

The Summary window appears, displaying the current settings.

Step 15 Click Next. The installation proceeds.

Step 16 Click OK to confirm additional messages if they are displayed:

If Windows SNMP service is not installed on your system, you will see a message informing you of this.

If you did not supply a license file during the installation, a message about obtaining a license file is displayed.

Step 17 Eject the CD-ROM.


Note Store the CD-ROM in a secure, climate-controlled area for safekeeping.


Step 18 Click Finish to reboot the machine.

Step 19 To verify that the Operations Manager process is running, log in to the CiscoWorks home page as the administrator and select Common Services > Server > Admin > Processes.

Step 20 To use Operations Manager, from the Windows desktop select Start > All Programs > IP Communications Operations Manager 1.0 > IP Communications Operations Manager 1.0.


Note If Enhanced Security is enabled on the Windows 2003 system, you must add Operations Manager's home page to Internet Explorer's Trusted Sites Zone. You will not be able to access the IP Communications Operations Manager 1.0 home page until it is added to the trusted sites. For instructions, see Installation Guide for IP Communications Operations Manager (located on the product CD, in the Documentation directory).



If any errors occurred 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.

5 Where to Go Next

After you have installed the product and have performed the necessary post-installation tasks, you are ready to monitor your IP telephony environment. For more information, see User Guide for IP Communications Operations Manager.

You can access this document:

In HTML and PDF on Cisco.com:

a. Log into Cisco.com at http:www.cisco.com

b. Select the link for the appropriate product.

c. Select the link for the user guide for the product.

From the online help integrated into Operations Manager applications and tools.

You can also access the User Guide for IP Communications Operations Manager in PDF in the Documentation directory on the IP Communications Operations Manager 1.0 CD-ROM.

6 Related Documentation


Note Although every effort has been made to validate the accuracy of the information in the printed and electronic documentation, you should also review the documentation on Cisco.com for any updates.


For information about installing, troubleshooting, and using the applications and tools in IP Communications Operations Manager 1.0, see the sources of information described in Table 5.


Note To view documents in Adobe Portable Document Format (PDF), Adobe Acrobat 4.0 or later is required.


Table 5 Related Documentation 

To learn
more about...
See this document
In the product package?
On the product
CD? 1
On Cisco.com?
On the Cisco Doc. CD?
In the online
help?

Supported devices

Supported Devices Table for IP Communications Operations Manager 1.0

No

No

Yes

No

No

The known product bugs

Release Notes for IP Communications Operations Manager 1.0

Yes

Yes

Yes

Yes

No

Release Notes for IP Communications Service Monitor 1.0

No

Yes

Yes

Yes

No

Release Notes for CiscoWorks Common Services 3.0 (Includes CiscoView 6.1) on Windows

No

No

Yes

Yes

No

Performing a typical installation

Quick Start Guide for IP Communications Operations Manager 1.0

Yes

Yes

Yes

Yes

No

Performing a custom installation

Installation Guide for IP Communications Operations Manager (Includes Service Monitor) (DOC-7817027=)2

No

Yes

Yes

Yes

No

Installation and Setup Guide for Common Services (Includes CiscoView) on Windows
(DOC-7816497=)2

No

No

Yes

Yes

No

Features, tasks, and troubleshooting

User Guide for IP Communications Operations Manager (DOC-7817025=)2

No

Yes

Yes

Yes

Yes

User Guide for IP Communications Service Monitor
(DOC- 7817056=)2

No

Yes

Yes

Yes

No

User Guide for CiscoWorks Common Services
(DOC-7816571=)2

No

No

Yes

Yes

No

1 Provided as PDF in Documentation folder.

2 See Obtaining Documentation.


7 Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation.

The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.

8 Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

You can send comments about Cisco documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

9 Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

Emergencies — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

Nonemergencies — psirt@cisco.com

In an emergency, you can also reach PSIRT by telephone:

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.


10 Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

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:

http://www.cisco.com/techsupport

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:

http://tools.cisco.com/RPF/register/register.do


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:

http://www.cisco.com/techsupport/servicerequest

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:

http://www.cisco.com/techsupport/contacts

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)—Your 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 operation 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 your network is impaired, but 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.

11 Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

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:

http://www.ciscopress.com

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:

http://www.cisco.com/packet

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:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html