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Release Notes for Cisco Customer Response Applications 3.0(3) on the Cisco ICS 7750

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Release Notes for Cisco Customer Response Applications 3.0(3) on the Cisco ICS 7750

Table Of Contents

Release Notes for Cisco Customer Response Applications 3.0(3) on the Cisco ICS 7750

Contents

Features Enabled with Each Product Key

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Notes About Cisco CRA 3.0(3)

Unsupported and Supported Actions with the ICD Agent Desktop

Unsupported Actions for Cisco IP ICD Agents

Supported Configurations for Agent Phones

Unsupported Configurations for Agent Phones

Text to Speech Language Fallback

Truncating Database Transaction Log Files on the Cisco CRA Server

Increasing the Number of Users Displayed on the Cisco CRA User Management Web Page

Upgrading From Cisco CRA 2.2(x)

Related Documentation

Known Problems

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center

Obtaining Additional Publications and Information


Release Notes for Cisco Customer Response Applications 3.0(3) on the Cisco ICS 7750


These release notes describe the features and open caveats for Cisco Customer Response Applications (CRA) Release 3.0(3) on the Cisco ICS 7750. For the most recent version of these release notes, go to this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm.


Note Cisco CRA Release 3.0(3) is certified for use with Cisco CallManager 3.3(x). For information about installing Cisco CallManager 3.3(2) on the Cisco ICS 7750, refer to Installing System Software Release 2.6.0 and Cisco CallManager Release 3.3.(2) on the Cisco ICS 7750. For information about upgrading to an earlier Cisco CallManager release to Cisco CallManager 3.3(2), refer to Upgrading to System Software Release 2.6.0 and Cisco CallManager Release 3.3.(2) on the Cisco ICS 7750.



Note Effective with Release 3.0, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS). The Cisco website and packaging materials have been updated to reflect the new name, but the user interface and documentation have not been updated with the new name.


Contents

This document contains the following sections:

Features Enabled with Each Product Key

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Notes About Cisco CRA 3.0(3)

Unsupported and Supported Actions with the ICD Agent Desktop

Text to Speech Language Fallback

Truncating Database Transaction Log Files on the Cisco CRA Server

Increasing the Number of Users Displayed on the Cisco CRA User Management Web Page

Upgrading From Cisco CRA 2.2(x)

Related Documentation

Known Problems

Obtaining Documentation

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Features Enabled with Each Product Key

Table 1 lists the Cisco CRA features that are enabled by each Cisco CRA product key. The Cisco ICS 7750 does not support Cisco Intelligent Contact Manager (ICM) or IP Queue Manager (IP-QM).

Table 1 Cisco CRA 3.0 Features Enabled with Product Keys for the Cisco ICS 7750 

Feature
IP IVR 1
IP ICD 2
Standard
IP ICD
Enhanced
IP ICD
Enhanced/
CTI 3 Option
Extended Services

Telephony Applications

X

X

X

X

 

Integrated Contact Distribution

 

X

X

X

 

Extension Mobility

X4

   

X4

X

Auto Attendant

X4

   

X4

X

Multiple Language Support (3.02)

X

X

X

X

 

JTAPI5

X

X

X

X

X

HTTP6

X

   

X

 

E-mail

X

   

X

 

Database

X

   

X

 

Cisco Media Termination

X

X

X

X

X

Automated Speech Recognition (ASR)

X7

X7

X7

X7

 

Text-to-Speech (TTS)

X7

X7

X7

X7

 

Voice Browser

X8

 

X8

X8

 

Real-Time Reporting

X

X

X

X

X

Historical Reporting

X9

X10

X11

X11

 

Editor

X12

X13

X14

X

 

1 IP IVR = Cisco IP Interactive Voice Response.

2 IP ICD = Cisco IP Integrated Contact Distribution.

3 CTI = Computer Telephony Interface.

4 Sample scripts included.

5 JTAPI = Java Telephony Application Programming Interface.

6 For Extended Services, the HTTP subsystem and the ability to configure HTTP triggers are included for use with Extension Mobility.

7 Add-on Feature.

8 Available only if ASR option is purchased.

9 Only IVR Reports.

10 ICD Standard Historical Reporting Client can be purchased.

11 ICD Enhanced Historical Reporting Client can be purchased.

12 ICD steps not included.

13 E-mail, Http, DB, and Java steps not included; also, the Set Priority step is not included.

14 E-mail, Http, DB, and Java steps not included.


Unsupported Features and Requirements

Cisco CRA 3.0 on the Cisco ICS 7750 does not support the IP Queue Manager (IP-QM) that interfaces with the IP Customer Contact (IPCC) system.

Cisco CRA 3.0 on the Cisco ICS 7750 has the following requirements:

The system processing engine (SPE) running Cisco CRA 3.0:

Supports Microsoft Data Exchange (MSDE) on a dedicated configuration.

Supports Microsoft SQL on a co-located configuration.

Must have 1 GB of RAM for running all CRA applications. The SPE for Nuance TTS and ASR must have 1 GB of RAM, also.

VLANs are needed to support the complete CRA monitoring and recording features on the Cisco ICS 7750. In order to configure VLANs, the Cisco ICS 7750 must run System Software Release 2.5.0 or later. In addition, the Cisco ICS 7750 must have an MRP300 installed or have another VLAN-capable router available.


Note For the latest information about supported features and configurations, refer to the online version of the release note at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm


Product Configurations

The Cisco ICS 7750 supports two configuration options for the Cisco CRA 3.0 server:

Cisco CRA 3.0 can be installed on a dedicated SPE.

If you are using the Nuance TTS and ASR applications, it is recommended that you install these applications on a separate, dedicated SPE.

Cisco CRA 3.0 can be co-located on an SPE running Cisco CallManager 3.2 or higher.


Note If you are using a dedicated server for handling recording and voice monitoring, the server can be a system processing engine (SPE) in the Cisco ICS 7750 or an external server.


Table 2 lists the two configuration options and the supported ICD agents or IVR ports capacities.

Table 2 Capacities for Cisco CRA 3.0 Product Configurations for the Cisco ICS 7750

Cisco CRA Application
Co-Located with Cisco CallManager on an SPE
Dedicated SPE

IP Integrated Contact Distribution (ICD)

10 ICD Agents

1 ICD Supervisor

ICD Agent and Supervisor capacity is configurable.

IP Interactive Voice Response (IVR)

10 IVR ports

IVR port capacity is configurable



Note Specific capacities for a dedicated IP-IVR configuration or a dedicated IP-ICD configuration depend on the number and type of CRA features in the system. The sales engineer (SE) uses the CRA Performance Tool to calculate maximum capacities for your system.


When you are running Cisco CRA on the Cisco ICS 7750, use the following guidelines for planning purposes:

Dedicated Cisco CallManager configuration—Up to 500 users

Co-located Cisco CallManager configuration—Up to 200 users

Qualified Combinations of Product Releases

Cisco CRA 3.0 has been qualified for the following product combinations only. Table 3 lists the qualified product combinations for Cisco CRA 3.0, Cisco CallManager, and ICS System Manager.

Table 3 Qualified Combinations of Product Releases

Cisco CRA Release
Cisco CallManager Release
ICS System Manager Release

3.0(2)

3.2(3), 3.2(2c), 3.2(1)

2.5.0

3.0(3)

3.2(3), 3.2(2c), 3.2(1)

2.5.0

3.0(3)

3.3(2)

2.6.01

1 System software release 2.6.0 is required in order to run Cisco CallManager release 3.3(x) on the Cisco ICS 7750.



Note For the latest information about supported product releases, refer to the online version of this document at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm


Notes About Cisco CRA 3.0(3)

This section contains notes about installing, upgrading, and using Cisco CRA 3.0.

To upgrade from Cisco CRA 3.0(1) or Cisco CRA 3.0(2) to Cisco CRA 3.0(3), you must use the Cisco CRA 3.0(3) CDs. Because of its size, the CRA 3.0(3) software upgrade is not available to download from Cisco Customer Connection (CCO).

Installing Cisco CRA through a Windows Terminal Services session is not supported.

If the Cisco Agent Desktop, Cisco Supervisor Desktop, or Cisco Desktop Administrator are running on the Cisco CRA server, you must exit these programs before upgrading Cisco CRA.

It is recommended that you temporarily disable virus scanning on a server before installing or upgrading to Cisco CRA 3.0(3).

If you are upgrading to Cisco CRA 3.0(3) and one or more Cisco Desktop services or the Cisco Desktop Administrator do not install as expected, you must run the Cisco CRA 3.0(3) installation program again.

Cisco CRA will not install properly if the Windows administrator password or the SA account password is the space character.

Whenever you upgrade Cisco CRA, agents and supervisors must upgrade their Cisco Agent Desktops.

The Adobe Acrobat Reader is not installed by the Cisco CRA installation program. To use Adobe Acrobat Reader to access CRA documentation in the PDF format, you must install this program. The Adobe Acrobat Reader installation program is stored on the Cisco CRA server in this folder:
C:\Program Files\Cisco\Desktop_Config\Desktop\Docs\Acrobat.

Cisco Agent Desktop and Cisco Supervisor Desktop work across most VPN configurations so you can place and receive calls wherever you are, even across the Internet. (Note that, in most cases, quality of service cannot be guaranteed over the Internet.)

Media-terminated Cisco Agent Desktop is not supported behind Cisco VPN client if a proxy server is configured. In this case, there will be one-way audio; therefore, the media-terminated Cisco Agent Desktop will not be usable.

If a media-terminated Cisco Agent Desktop user is logged out while on a call (because of a failover), the user should complete the call and close the Cisco Agent Desktop. The user must restart and log back in to the Cisco Agent Desktop when it is possible to do so.

If an agent, who is using Cisco IP Softphone as the agent device, is logged out while one or more calls are active for that device, the agent should not log back in to the Cisco Agent Desktop until all the active calls are disconnected.

If you activate tracing on the Cisco CRA server, make sure to monitor CPU usage and available disk space on the server. If your CPU usage is near 100 per cent or you have a full disk, this can cause your system to shutdown unexpectedly.

If you make changes that affect agent details, such as deleting an agent from Cisco CallManager or changing an agent's ICD extension, you must do the following for the changes to take affect:

a. From Cisco CRA Administration, choose Subsystems > ICD.

b. Click the Resources hyperlink.

If you change the ICD extension of an agent, the agent must log off, then log back on for the changes to take effect.

If you make dynamic configuration changes that affect the order in which agents receive ICD calls, such as adding new agents to a CSQ or changing the resource selection criteria, the new order might not take effect immediately.

When you configure a supervisor on the Cisco CRA User Maintenance web page, you are configuring supervisors who can access the Cisco CRA Supervisor web pages. You are not configuring or creating a supervisor for Cisco ICD, even though the term "Supervisor" is used in both cases.

When a supervisor records the calls of agents, or when agents record their own calls, each minute of recording uses approximately 1 MB of disk space on the CRA server.

If you are installing or upgrading Cisco CRA Historical Reports version 3.0(3) or higher, make sure that the computer on which you are installing includes the following software:

Microsoft Internet Explorer version to 5.5 or higher.

Microsoft DataAcess Component (MDAC) version 2.7 or higher.

Microsoft Windows 2000 Service Pack 2 or higher (if installing on a computer running Microsoft Windows 2000).

The following changes have been made in real-time ICD reports:

"In-session" now appears as "Talking"

"Unavailable" now appears as "Not Ready"

"Available now" appears as "Ready"

Cisco provides two real-time reporting tools, Real-Time Reports run from the Cisco CRA Tools menu and Real-Time Reports run from the Cisco Agent Desktop or Cisco Supervisor Desktop. These tools employ different methods for calculating and displaying real-time statistics. This means that, at any given time, the two reports might not show the same information for a given statistic. It is recommended that you standardize on one of these real-time reporting tools, and not use both reporting tools simultaneously.

Unsupported and Supported Actions with the ICD Agent Desktop

This section outlines the unsupported and supported actions for agents using the Cisco IP Integrated Contact Distribution (ICD) Agent Desktop. Agents can access similar information in the Cisco IP ICD Agent Desktop online help.

Unsupported Actions for Cisco IP ICD Agents

The following actions are not supported:

Arbitrary transfer or conference—Agent A receives a Cisco IP ICD call, places the call on hold, and initiates another call to another agent or user. Agent A then merges the two calls into a conference by making a new call and pressing the Transfer or the Conference button twice. Either of these actions will cause some information in certain historical reports to be inaccurate.

The agent can avoid this problem by initiating the transfer or conference using the appropriate feature button on the Cisco Agent Desktop or Cisco IP Phone.

Transferring a conference call—This action will cause some information in certain historical reports to be inaccurate.

Using the MeetMe, Pickup, and GPickup soft keys.

Supported Configurations for Agent Phones

The following phones are supported by the Cisco IP ICD Agent Desktop:

Cisco IP Phone models 7960, 7940, and 7910

Cisco IP SoftPhone

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

Two lines on an agent's phone that have the same extension but exist in different partitions.

An ICD extension assigned to multiple devices. (Configuring an ICD extension in a device profile is supported.)

Call forwarding, using the Cisco IP phone feature, on an ICD line.

Call waiting enabled on an ICD line.

Text to Speech Language Fallback

Nuance Text to Speech (TTS) uses the following fallback mechanism if a specified language is not available. This mechanism can cause the language specified for a TTS request to differ from the language used by TTS.

If the specified language is US English or Canadian English and if US English is available, US English will be used as the fallback language. If US English is not available, and only UK English is available, UK English will be used as the fallback language.

If the specified language is UK English or Australian English and if UK English is available, UK English will be used as the fallback language. If UK English is not available, and only US English is available, US English will be used as the fallback language.

If the specified language is any other version of English, if any one English is available, it will be used as the fallback language. If both US English and UK English are available, US English will be used as the fallback language.

If the desired language is any other language, the European continental version will be used as the fallback language, if it is available. If it is not available, an error will occur.

Truncating Database Transaction Log Files on the Cisco CRA Server

The database transaction log files (db_cra_log.LDF and db_cra_ccdr_log.LDF), which exist in the C:\MSQL7\Data directory on the Cisco CRA server, can grow large.

The Cisco CRA command line tool named runTruncateHistDBLogs can truncate either or both of these files to the size you specify. You can use this command from the Microsoft Windows command window.

The process of truncating transaction log files can take up to 10 minutes.


Note The runTruncateHistDBLogs command takes up to five minutes to truncate each database log file. If you are truncating a large log file, this time limit might not allow the log file to truncate to the size that you specified. You can rerun the runTruncateHistDBLogs command to truncate the log file to the desired size.


To ensure that the truncated log file is updated with current information, the Cisco CRA databases must be backed up after the runTruncateHistDBLogs command is executed.

The syntax for the runTruncateHistDBLogs command is:

runTruncateHistDBLogs "dbUserName" "dbPassword" {"db_cra" | "db_cra_ccdr" | "db_cra_all"} size

Table 4 lists the options and parameters for the runTruncateHistDBLogs command:

Table 4 Options and Parameters for runTruncateHistDBLogs 

Option or Parameter
Description

"dbUserName"

Username of the database

"dbPassword"

User password for the database

"db_cra"

Truncates the db_cra_log.LDF database transaction log file

"db_cra_ccdr"

Truncates the db_cra_ccdr_log.LDF database transaction log file

"db_cra_all"

Truncates the db_cra_log.LDF and the db_cra_ccdr_log.LDF database transaction log files

size

Size in MB to which the file or files will be truncated

Note For the db_cra_log.LDF file—Specify a size that is greater than one-fourth of the size of the db_cra.mdf database.
For the db_cra_ccdr_log.LDF log file—Specify a size that is greater than one-fourth of the size of the db_cra_ccdr.mdf database.


Examples

The following command will truncate the db_cra_log.LDF database transaction log file 250 MB

runTruncateHistDBLogs "sa" "sa_password" "db_cra" 250

The following command will truncate the db_cra_log.LDF and the db_cra_ccdr_log.LDF database transaction log files 300 MB

runTruncateHistDBLogs "sa" "sa_password" "db_cra_all" 300

Increasing the Number of Users Displayed on the Cisco CRA User Management Web Page

If there are more than 1000 records of users in your corporate directory, the Cisco CRA User Management web page may not display all of the records. This situation occurs because the default number of records that an Active Directory search returns is 1000.

You can increase the number of users displayed by increasing the default Active Directory search limit (if you have access to the Active Directory environment) or by adding users to an LDAP entry.

Follow these steps to increase the default Active Directory search limit:


Step 1 Log into the Active Directory server by using an administrator account, and open a command prompt window.

Step 2 At the command prompt, type ntdsutil and press Enter.

The command prompt changes to ntdsutil:.

Step 3 Type LDAP Policies and press Enter.

The command prompt changes to ldap policy:.

Step 4 Type connections and press Enter.

The command prompt changes to server connections:.

Step 5 Type the following command, where name is the DNS name of the Active Directory server on which you are entering the command:

connect to server name

Press Enter to bind to the Active Directory server.

Step 6 Press q and press Enter.

The command prompt changes to ldap policy:.

Step 7 Type Show Values, press Enter, and determine the current setting for MaxPageSize.

Step 8 Type the following command and press Enter to increase the MaxPageSize limit, where limit is the new limit to set:

Set MaxPageSize to limit

Step 9 Type Commit Changes and press Enter.

Step 10 Type Show Values, press Enter, and confirm the change to the MaxPageSize setting.

Step 11 Type q and press Enter until the original Windows command prompt appears.

Step 12 Stop, and then restart the CiscoCRSServletEngine service.


Follow these steps to add users to an LDAP entry when you do not have access to the Active Directory:


Step 1 Use a tool such as ADSI Edit to modify the LDAP entry.

Step 2 Expand the Active Directory containers and locate the desired user group (where n represents its 8-digit number string).

Cisco > CCN Apps > Configurations > usergroup.nnnnnnnn/users?array

Step 3 Add users to the property CiscoCCNatConfigInfoCESValue in the LDAP entry.

Enter users by using the format where (1) specifies administrator access and (2) specifies Supervisor access:

userID(1) or userID(2)


Upgrading From Cisco CRA 2.2(x)

To upgrade from Cisco CRA Release 2.2(x) to Cisco CRA Release 3.0(3), follow these steps.


Step 1 (Cisco CallManager Release 3.2(x) only) Install the required hot fixes and service packs for the operating system that runs on SPEs in the Cisco ICS 7750. For information, go to this URL:

http://www.cisco.com/kobayashi/sw-center/telephony/ics-7750/icshotfix-planner.shtml

Step 2 Upgrade your Cisco CallManager software to Cisco CallManager Release 3.2(x) or Cisco CallManager Release 3.3(2). Refer to the appropriate URL:

Cisco CallManager Release 3.2(x):
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscm/icscm321/icscm321.htm

Cisco CallManager Release 3.3(2):
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/ics26/ics26up.htm

Step 3 Install Cisco CRA Release 3.0(3) on your CRA Server.

For instructions, refer to the "Installing Cisco CRA 3.0" section in Chapter 3, "Installing Cisco CRA" in Getting Started with Cisco Customer Response Applications 3.0(3).

Step 4 If you want to maintain existing user profile information, use the LDAP conversion tool to convert configuration and Repository profiles.

For instructions, refer to Appendix C, "Cisco CRA 2.x to 3.0(3) Profile Conversion" in
Getting Started with Cisco Customer Response Applications 3.0(3).



Note For information about known problems with upgrades, refer to the "Cisco CRA Upgrade Known Problems" section in the Release Notes for Cisco Customer Response Applications 3.0(3).


Related Documentation

For a list of related documentation, refer to the Cisco CRA 3.0(x) on the Cisco ICS 7750 Documentation Locator and Software License Agreement, which is included with this product. To view the most recent version of this document, go to the following location:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/index.htm


Note The Cisco ICS 7750 has special requirements for setting up agent recording and monitoring that uses the Switched Port Analyzer (SPAN) feature of IOS. For information and set-up instructions, refer to Setting Up the Switched Port Analyzer (SPAN) for Monitoring and Recording IP-ICD Agents on the Cisco ICS 7750 at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/icsspan.htm


For information about the Cisco ICS 7750, refer to the Cisco ICS 7750 Documentation Roadmap. This document provides a high-level overview of the key tasks involved in installing, configuring, and maintaining the Cisco ICS 7750. Each task has one or more hyperlink references to the documentation that tells how to complete that task.

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsmap.htm

Known Problems

Known problems are unexpected behavior or defects in Cisco software releases. They are graded according to severity level. Release notes for Cisco CRA contain information for severity levels 1, 2, 3, and some severity level 4, 5, and 6 problems as well.

To see a list of corrected and known problems for Cisco Customer Response Applications, refer to the "Known Problems" section of the Release Notes for Cisco Customer Response Applications 3.0(3).

In addition, you can search for more information about these and other defects using the Cisco bug tracking system tool, called Bug Navigator II.

To access Bug Navigator II, perform one of the following actions:

Enter the following URL in your web browser:

http://www.cisco.com/support/bugtools

Log in to Cisco Connection Online (CCO) and select Service & Support > Technical Assistance Center > Tools > Software Bug Toolkit  Bug Navigator II


Defect Number: CSCeb17249

Severity Level: 3

Component: Cisco CRA Installation

Headline: ICSAfterInstall.bat interrupted by reboot.

Symptom: On an ICS 7750 with an SPE 310 single board computer, the FMM Guardian service, the FMM Server service, and other services do not start when the SPE310 reboots after you install Cisco CRA or Extended Services such as Cisco AutoAttendant or Extension Mobility. The log file C:\Program Files\Cisco Systems\ics\FMM\ Trace\icsinvoke.log either does not contain the line Done ICSAfterInstall.bat or contains lines with the text invalid directory.

Condition: After installing Cisco CRA and seeing the dialog box that instructs you to remove the CD ROM and click OK to reboot, you remove the CD ROM or click OK within a short period (typically less than 30 seconds) after this dialog box appears. (In this case, the script ICSAfterInstall.bat is unable to run correctly.)

Workaround:

When installing Cisco CRA on an ICS 7750, wait at least two minutes after you see the dialog box telling you to remove the CD ROM and click OK to reboot before taking these actions. If you have not waited this long, run the C:\ICSAfterInstall.bat script manually (from a command prompt or from the Windows desktop). Wait at least two minutes for this script to complete and then reboot the SPE 310.


Obtaining Documentation

These sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at this URL:

http://www.cisco.com

Translated documentation is available at this URL:

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

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

You can order Cisco documentation in these ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

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

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, U.S.A.) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit comments electronically on Cisco.com. In the Cisco Documentation home page, click the Fax or Email option in the "Leave Feedback" section at the bottom of the page.

You can e-mail your comments to bug-doc@cisco.com.

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

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

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you with these tasks:

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL:

http://www.cisco.com

Technical Assistance Center

The Cisco Technical Assistance Center (TAC) is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Cisco TAC inquiries are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to this URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:

http://www.cisco.com/register/

If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open tool at this URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.

Obtaining Additional Publications and Information

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

The Cisco Product Catalog describes the networking products offered by Cisco Systems as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

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

Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco monthly periodical that provides industry professionals with the latest information about the field of networking. You can access Packet magazine at this URL:

http://www.cisco.com/en/US/about/ac123/ac114/about_cisco_packet_magazine.html

iQ Magazine is the Cisco monthly periodical that provides business leaders and decision makers with the latest information about the networking industry. You can access iQ Magazine at this URL:

http://business.cisco.com/prod/tree.taf%3fasset_id=44699&public_view=true&kbns=1.html

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in the design, development, and operation of public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

Training—Cisco offers world-class networking training, with current offerings in network training listed at this URL:

http://www.cisco.com/en/US/learning/le31/learning_recommended_training_list.html