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

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

Table Of Contents

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

Contents

What's New in Cisco CRA Release 3.0

Features Enabled with Each Product Key

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Upgrading from Cisco CRA 2.2.(x)

Related Documentation

Additional Information Online

Known Problems

End User License Agreement

Software License

Limited Warranty

Licensing and Copyright Information

Crystal Reports Developer Edition from Crystal Decisions

Rhino JavaScript Interpreter

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


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


These release notes describe the features and open caveats for Cisco Customer Response Applications (CRA) Release 3.0 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:

What's New in Cisco CRA Release 3.0

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Upgrading from Cisco CRA 2.2.(x)

Related Documentation

Known Problems

End User License Agreement

Licensing and Copyright Information

Obtaining Documentation

Obtaining Technical Assistance

What's New in Cisco CRA Release 3.0

Cisco CRA Release 3.0 includes the following new features:

Improved Administration—Provides a single point of administration for CRA and Cisco CallManager. The CRA 3.0 interface includes a menu bar that appears on all CRA web pages, a variety of enhancements to improve navigation, and enhanced management for prompts, scripts, and applications.

ICD Skills-Based Agents—Allows an agent to be independent from a particular resource group. You can route a caller with specific needs to a resource (an agent) who has the skills needed to handle the call. With Skills-Based Routing (SBR), skill levels are based on an agent's knowledge of a particular subject. You can assign multiple skills to each resource.

Enhanced Reporting—Real Time Reporting provides detailed information about contacts, applications, tasks, sessions, and database usage. Historical Reporting provides detailed information about the call activities of your CRA system. With Historical Reporting, you can access historical data; view, print, save, sort and filter reports; send scheduled reports to a file or printer; and export reports in a variety of formats, including PDF, RTF, and XLS.

Nuance Automated Speech Recognition (ASR)—Allows callers to move through menus and to select menu options by speaking words or phrases instead of pressing keys on a telephone.

Nuance Text-to-Speech (TTS)—Converts plain text (UNICODE) files, by using the Nuance TTS engine, to speech prompts.

Support for Internationalization—Allows the CRA system to be tailored to the requirements of different languages through localization. Prompts can be played back in different languages and can be generated, based on syntax requirements, currency and date conventions, and other language-specific requirements and rules.This feature is available with Cisco CRA Release 3.02.

Voice eXtensible Markup Language (VXML)—Integrated VXML makes it possible to create audio dialogs that use synthesized speech, digitized audio, recognition of spoken and dual tone multifrequency (DTMF) key input, recording of spoken input, telephony and mixed-initiative conversations.

Grammars—Allows matching of input from callers (spoken words or DTMF digits) with sets of predefined rules for the different languages.

Improved CRA Editor scripts:

Contact Neutrality—Generic scripts can be written to handle multiple functions so that the same scripts can be used for calls, e-mail messages, and HTTP contacts.

Enhanced Steps and Prompting—Several new and enhanced steps are available.

Enhanced Variables and Expressions—Greater support for variables and expressions.

Improved Script Interruption—A script can now be interrupted between steps. In addition, media steps can be configured to be interruptible while they are playing. Subflows can also be marked to disable interruptions, thus providing an uninterruptible sequence of operations.

Session Management—Sessions track contacts and related information as the contacts move through the CRA system.

Improved Error Handling—Errors in an application can be handled on various levels: error branches, exceptions, or default scripts.

Converting Existing Scripts to CRA 3.0—Scripts created prior to CRA 3.0 will continue to function without the need for conversion when executed by the CRA 3.0 Engine. If you wish to enhance existing scripts, you will have the option to convert them, if required, when loading them in the CRA Editor.

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 CRA 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. 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.

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

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

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 configurable1 .

IP Interactive Voice Response (IVR)

10 IVR ports

IVR port capacity is configurable*

1 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.



Note You can have up to 500 users in Cisco CallManager when you are running Cisco CRA on the Cisco ICS 7750.


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 Core Software Release

3.0

3.2(1), 3.2(2)

2.5.0 or later



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/cra30/30crsrn.htm


Upgrading from Cisco CRA 2.2.(x)


Caution You cannot upgrade Cisco CRA 2.2(4) to Cisco CRA 3.0(1). If you are running Cisco CRA 2.2(4), you must wait for release 3.0(2) before you can upgrade your system.

To upgrade from Cisco CRA Release 2.2(2) or 2.2(3) to CRA Release 3.0(1), follow these steps:


Step 1 Install any hotfixes for the operating system on your SPE running CRA. For instructions, go to this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_2/install/upgrade/index.htm

Step 2 Upgrade your Cisco ICS 7750 System Manager software to Release 2.5.

For instructions, refer to Installing System Software Release 2.5.0 on the Cisco ICS 7750.

Step 3 Upgrade your Cisco CallManager software to Cisco CallManager Release 3.2.

For instructions, refer to Upgrading Cisco CallManager.

Step 4 Install Cisco CRA Release 3.0 on your SPE running CRA.

For instructions, refer to the "Installing Cisco CRA 3.0" chapter in Getting Started with Cisco Customer Response Applications.

Step 5 If you want to maintain existing 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 Profile Conversion," in Getting Started with Cisco Customer Response Applications.



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


Related Documentation

For a list of related documentation, refer to the Cisco Customer Response Applications 3.0 for Cisco ICS 7750 Documentation Locator, 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 system, 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 ICS 7750. Each task has one or more hyperlink references to the documentation that tell how to complete that task.

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

Additional Information Online

You can access information about Cisco CRA and related voice products online:

Cisco voice product documentation is available in online help and on the web at the following URL:

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

Cisco CRA Release 3.0 information is available at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/relnote/index.htm

Online help is available from the Cisco CRA Administration web pages, the Cisco CRA Editor, the Cisco Supervisor Desktop, the Cisco Agent Desktop, the Cisco Desktop Administrator, and the Cisco CRA Historical Reports.

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, and 3 only.

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

In addition, you can search for known problems on the Cisco bug tracking system tool, which is called Bug Toolkit.

To access Bug Toolkit, perform one of the following actions:

Enter the following URL in your web browser:

http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl

Log in to CCO, and choose Service & Support  >  Technical Assistance Center >  Tool Index  >  Software Bug Toolkit.

Table 4 lists the known caveats for Cisco CRA 3.0 running on the Cisco ICS 7750.

Table 4 Caveats for Cisco CRA 3.0 on the Cisco ICS 7750

Caveat Number
Description

CSCdy24491

The CRA installation program might not set the maximum size of the MSDE database to 256 MB, which is the required setting. In this situation, the CRA databases can grow large enough to affect system performance. For example, there might be an increase in the abandoned call rate, and agents can be logged off while running a report.

Workaround:

A correction for "MSDE max server memory not capped to 256 MB" problem is included in the Support Patch B. You can download this service pack at this URL:

http://www.cisco.com/cgi-bin/tablebuild.pl/crs30.

You can use the following commands to see whether MSDE max server memory is set to 256:

1. Open a Command window, and enter the following commands, where sa_password is the database password.

osql -Usa -Psa_password
sp_configure `show advanced option', 1
go
reconfigure
go
sp_configure
go

2. Check that the value in the config_value column for max server memory is 256. If it is not, type the following commands:

sp_configure `show advanced option', 1
go
reconfigure
go
sp_configure `max server memory', 256
go
reconfigure
go
quit


End User License Agreement

The End User License Agreement includes the following sections:

Software License

Limited Warranty

Licensing and Copyright Information

Software License

PLEASE READ THIS SOFTWARE LICENSE CAREFULLY BEFORE DOWNLOADING, INSTALLING OR USING CISCO OR CISCO-SUPPLIED SOFTWARE.

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Licensing and Copyright Information

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This product includes software developed by the Apache Software Foundation (http://www.apache.org/).

The Swing UI Library The Swing UI library, included in the product, is provided to you ("Licensee") under license from Sun Microsystems, Inc. ("Sun"). The following terms apply solely to your use of the Software and supplements the terms of the Cisco end user license agreement governing your use of the Cisco product:

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3. Disclaimer of Warranty. Software is provided "AS IS," without a warranty of any kind. ALL EXPRESS OR IMPLIED REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE HEREBY EXCLUDED.

4. Limitation of Liability. SUN AND ITS LICENSORS SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED BY LICENSEE OR ANY THIRD PARTY AS A RESULT OF USING OR DISTRIBUTING SOFTWARE. IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR DIRECT, INDIRECT, SPECIAL, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF THE USE OF OR INABILITY TO USE SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

5. Export Regulations. Software, including technical data, is subject to U.S. export control laws, including the U.S. Export Administration Act and its associated regulations, and may be subject to export or import regulations in other countries. Licensee agrees to comply strictly with all such regulations and acknowledges that it has the responsibility to obtain licenses to export, re-export, or import Software. Software may not be downloaded, or otherwise exported or re-exported (i) into, or to a national or resident of, Cuba, Iraq, Iran, North Korea, Libya, Sudan, Syria or any country to which the U.S. has embargoed goods; or (ii) to anyone on the U.S. Treasury Department's list of Specially Designated Nations or the U.S. Commerce Department's Table of Denial Orders.

6. Restricted Rights. Use, duplication or disclosure by the United States government is subject to the restrictions as set forth in the Rights in Technical Data and Computer Software Clauses in DFARS252.227-7013(c) (1) (ii) and FAR 52.227-19(c) (2) as applicable.

The JLex copyright notice, license and disclaimer follow:

Copyright 1996-2000 by Elliot Joel Berk and C. Scott Ananian

Permission to use, copy, modify, and distribute this software and its documentation for any purpose and without fee is hereby granted, provided that the above copyright notice appear in all copies and that both the copyright notice and this permission notice and warranty disclaimer appear in supporting documentation, and that the name of the authors or their employers not be used in advertising or publicity pertaining to distribution of the software without specific, written prior permission.

The authors and their employers disclaim all warranties with regard to this software, including all implied warranties of merchantability and fitness. In no event shall the authors or their employers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of this software.

Java is a trademark of Sun Microsystems, Inc. References to the Java programming language in relation to JLex are not meant to imply that Sun endorses this product.

Portions Copyright Microsoft.

Portions Copyright © 2001 by Jason Hunter (jhunter@servlets.com). All rights reserved. The source code, object code, and documentation in the com.oreilly.servlet package is copyrighted and owned by Jason Hunter. You are free to use the com.oreilly.servlet package in the development of any non-commercial project. For this use you are granted a non-exclusive, non-transferable limited license at no cost. If you are interested in using the package to benefit a commercial project, you are granted the same license, provided that every person on the development team for that project owns a copy of the book Java Servlet Programming (O'Reilly) in its most recent edition. The most recent edition is currently the 2nd Edition, available in association with Amazon.com at the following URL:

http://www.amazon.com/exec/obidos/ASIN/0596000405/jasonhunter.

Redistribution of the com.oreilly.servlet package is permitted provided that the following conditions are met:

1. You redistribute the package in object code form only (as Java .class files or a .jar file containing the .class files) and only as part of a product that uses the classes as part of its primary functionality.

2. You reproduce the above copyright notice, this list of conditions, and the following disclaimer in the documentation and/or other materials provided with the distribution.

To clarify, you may use the com.oreilly.servlet package to build new software and may distribute the package in object code form as part of this software. You may NOT distribute the package as part of a software development kit, other library, or development tool without consent of the copyright holder. Any modified form of the com.oreilly.servlet package is bound by these same restrictions.

Note that the com.oreilly.servlet package is provided "as is" and the author will not be liable for any damages suffered as a result of your use. Furthermore, you understand the package comes without any technical support.

You can always find the latest version of the com.oreilly.servlet package at the following URL:

http://www.servlets.com

THIS SOFTWARE IS PROVIDED BY THE AUTHOR ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Crystal Reports Developer Edition from Crystal Decisions

The Cisco CRA Historical Reporting Client software uses Royalty Free Run-Time files part of Crystal Reports Developer Edition from Crystal Decisions. You are NOT licensed to use the Royalty Free Run-Time files to distribute reports to be shared by multiple clients. The Crystal Reports license (CRLicense.hlp), a copy of which can be found under your install folder, provides that if you use the Software, together or separately or in combination with ANY Server Environment, to create a Report Distribution System, you must acquire a Crystal Broadcast License as a separate and standalone offering from Crystal Decisions which is based on the number of users accessing reports served up by the report distribution system. ("Server Environment" is defined as any server system, licensed from Crystal or any other entity, that consists of one or more server software processes, operating independently or otherwise, including but not limited to report servers, web servers, database servers, terminal servers, mail servers, application servers or transaction servers, facilitated by an internet, intranet, "xtranet", client/server network, wide-area network, or any other multi-user network. "Report Distribution System" is defined in the license agreement as follows: "Report Distribution System" means any process or system or combination of processes or systems that is or are used to automatically and/or regularly deliver, share or distribute Reports, without providing any Access to a Server/Web-based Application: (a) to greater than fifty (50) end users directly, or (b) to a location that is accessible to greater than fifty (50) end users, who are reasonably likely to view or use the Reports. A Report Distribution System shall not include: (a) distribution of Reports in hard copy form; (b) manual distribution on a one-time or ad hoc basis; or (c) distribution of Client Applications created using the Royalty Free Runtime Software. For purposes of calculating the number of end users, you do not need to include any end user who otherwise has a valid license to use the Software or any of Crystals other products (other than any product offered free of charge).) Please contact Seagate Software or visit http://www.crystaldecisions.com for more details on the terms of this extended licensing model.

You are authorized to install the Cisco CRA Historical Reporting Client software on a separate client machine. However, if you want to install the Historical Reports Client on the CRA Server itself and share the reports to multiple clients you must obtain the Crystal Broadcast License.

Rhino JavaScript Interpreter

The contents of this file are subject to the Mozilla Public License Version 1.1 (the "License"); you may not use this file except in compliance with the License. You may obtain a copy of the License at the following URL:

http://www.mozilla.org/MPL/

You can find a copy of the source code for Rhino at the following URL:

http://www.mozilla.org/rhino/index.html

Software distributed under the License is distributed on an "AS IS" basis, WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for the specific language governing rights and limitations under the License.

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.