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Release Notes for Cisco Customer Response Applications 3.1.(3) on the Cisco ICS 7750

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Release Notes for Cisco Customer Response Solutions 3.1 for the Cisco ICS 7750

Table Of Contents

Release Notes for Cisco Customer Response Solutions 3.1 for the Cisco ICS 7750

Contents

Installing a Required Service Release

Maintaining Reason Codes when Upgrading Cisco CRA

What's New in Cisco IPCC Express 3.1(3)

Features Enabled with Each Product Key

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Notes About Cisco IPCC Express 3.1(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

Unsupported Features in Cisco CallManager 3.3(4)

Upgrading From Cisco CRA 3.0(x)

Related Documentation

Known and Resolved Problems

Obtaining Documentation

Cisco.com

Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Release Notes for Cisco Customer Response Solutions 3.1 for the Cisco ICS 7750


These release notes are for use with Cisco IP Contact Center (IPCC) Express Version 3.1(3) on the Cisco ICS 7750. These release notes describe the features and system requirements that are unique to running Cisco IPCC Express 3.1(3) on the Cisco ICS 7750.

For more information about Cisco CRA 3.1(3), refer to the most recent version of the Cisco CRA release notes at the following URL:

http://cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3/english/admin_app/relnote/index.htm


Note Effective with release 3.0, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS) and, effective with version 3.1, is marketed under the name Cisco IP Contact Center (IPCC) Express and Cisco IP IVR. The Cisco website and packaging materials have been updated to reflect the new name, but the user interface, and therefore the documentation, has not.



Note Cisco IPCC Express 3.1(3) is certified for use with Cisco CallManager 3.3(3) or later. Cisco CallManager must be upgraded to release 3.3(3) before you upgrade to Cisco IPCC Express Release 3.1(3).


Contents

This document contains the following sections:

Maintaining Reason Codes when Upgrading Cisco CRA

What's New in Cisco IPCC Express 3.1(3)

Features Enabled with Each Product Key

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Notes About Cisco IPCC Express 3.1(3)

Unsupported and Supported Actions with the ICD Agent Desktop

Upgrading From Cisco CRA 3.0(x)

Related Documentation

Known and Resolved Problems

Obtaining Documentation

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Installing a Required Service Release

Cisco will occasionally make a new software service release (SR) available for Cisco CRA 3.1(3). service releases provide important software updates. After you install Cisco CRA 3.1(3), you must download and install the latest available service release on your system. To do so follow these steps:

Procedure


Step 1 Go to this URL:

http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

Step 2 Locate the latest Cisco CRA 3.1(3) Service Release and double-click the Readme file. Follow the prompts to download this file. The Readme file contains installation instructions and other information for the Service Release.

Step 3 Go back to the URL shown in Step 1 and locate the latest Cisco CRA 3.1(3) Service Release file. Double-click the file name and follow the prompts to download this file.

Step 4 Follow the instructions in the Readme file to install the service release.


Maintaining Reason Codes when Upgrading Cisco CRA

When you upgrade from Cisco CRA 3.0(x) to Cisco IPCC Express 3.1(3), existing reason codes will be deleted. For more information, including a work around, see defect number CSCeb17184 in the "Known and Resolved Problems" section.

What's New in Cisco IPCC Express 3.1(3)

For information about new features in Cisco IPCC Express, refer to the latest version of the Release Notes for Cisco Customer Response Applications Release 3.1(3) at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rn_313.htm

The release note also includes late-breaking information that is not included in the Cisco CRA 3.1 documentation and the following topics:

Obtaining Double-Byte Data with a Cisco CRA Script

Upgrading Cisco CRA on a Historical Reports Database Server

Nuance Vocalizer 3.0 Installation and Upgrading

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 3.1 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 3.1 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 3.1 on the Cisco ICS 7750 has the following requirements:

The system processing engine (SPE) running Cisco CRA 3.1:

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 2.6.2. In addition, the Cisco ICS 7750 must have an MRP300 installed or have another VLAN-capable router available.


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


Product Configurations

The Cisco ICS 7750 supports two configuration options for the Cisco CRA 3.1 server:

Cisco CRA 3.1 can be installed on a dedicated SPE. Support is provided for up to 50 agents, depending on the configuration.

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 3.1 can be co-located on an SPE running Cisco CallManager 3.3(3) 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 3.1 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


Note The ICS 7750 supports the use of an external server with Cisco CRA.


Qualified Combinations of Product Releases

Cisco CRA 3.1 has been qualified for the following product combinations only. Table 3 lists the qualified product combinations for Cisco CRA 3.1, Cisco CallManager, and ICS System Manager.

Table 3 Qualified Combinations of Product Releases

Cisco CRA Release
Cisco CallManager Release
ICS System Manager Release

3.1(3)

3.3(3) or later

2.6.21

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


Notes About Cisco IPCC Express 3.1(3)

This section contains notes about installing, upgrading, and using Cisco IPCC Express.

To upgrade from Cisco CRA 3.0(3) to Cisco CRA 3.1, you must use the Cisco CRA 3.1(x) CDs. Because of its size, the CRA 3.1 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.

Temporarily disable virus scanning on a server before installing or upgrading to Cisco CRA 3.1.

If you are upgrading to Cisco CRA 3.1 and one or more Cisco Desktop services or the Cisco Desktop Administrator do not install as expected, you must run the Cisco CRA 3.1 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 3.1 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 DataAccess 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 Meet-Me, Pickup, or GPickup softkeys.

Supported Configurations for Agent Phones

The Cisco Agent Desktop supports the following phones:

Cisco IP Phone 7902 series, 7910 series, 7912 series, 7940 series, and 7960 series

Cisco IP SoftPhone

The Cisco IP Phone Agents can use the Cisco IP Phone 7940 and 7960 series.

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 waiting enabled on an ICD line.

A Cisco CallManager device cannot be forwarded to an agent's ICD extension.

An agent's ICD extension cannot be forwarded to a Cisco CRA route point.

Unsupported Features in Cisco CallManager 3.3(4)

Cisco CRA 3.1 does not support the following new features that were introduced with Cisco CallManager 3.3(4). These features are disabled and should not be enabled for Cisco CRA.

Forced Authorization Code and Client Matter Codes (FAC/CMC)

Block External to External Transfer

Drop Adhoc Conference when initiator leaves the conference

For more information about these features, refer to the Release Notes for Cisco CallManager Release 3.3(4) at this URL:

http://www.cisco.com/univercd/cc/td/doc/product.voice/c_callmg/3_3/rel_note/334cmrn.htm

Upgrading From Cisco CRA 3.0(x)

To upgrade from Cisco CRA Release 3.0(x) to Cisco CRA Release 3.1(3), follow these steps.


Step 1 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 3.3(4).

If system software release 2.5.0 or earlier is installed on the target Cisco ICS 7750, refer to Upgrading to System Software Release 2.6.0 and Cisco CallManager Release 3.3(2) on the Cisco ICS 7750. You must upgrade to system software release 2.6.2 and Cisco CallManager 3.3(4) before proceeding.

If system software release 2.6.x and Cisco CallManager 3.3(2) are already installed on the target Cisco ICS 7750, complete the following procedure to upgrade to Cisco CallManager 3.3(4):

a. Install system software release 2.6.2, using either of the following methods:

Download the software upgrade from the Software Center.

http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

Use the Cisco ICS 7750 System Software CD, Release 2.6.2.

b. Install Windows OS upgrades. Be sure to install win-OS-upgrade-K9.2000-2.4 only after installing system software release 2.6.2.


Note Do not install a Windows OS upgrade on any SPE310s that are running Cisco Unity.


c. Upgrade to Cisco CallManager 3.3(4). Refer to Upgrading to Cisco CallManager Release 3.3(x) on the Cisco ICS 7750 and Upgrading Cisco CallManager 3.3(4) for additional upgrade instructions.


Step 3 Install Cisco CRA Release 3.1(3) on your CRA Server.

For instructions, refer to the installation chapter in Getting Started with Cisco Customer Response Applications 3.1.

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 the applicable appendix in Getting Started with Cisco Customer Response Applications 3.1.



Note For information about known problems with upgrades, refer to the Release Notes for Cisco Customer Response Applications 3.1.


Related Documentation

For a list of related documentation, refer to the Cisco CRA 3.1(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 and select Cisco Customer Response Applications on the Cisco ICS 7750:

http://cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/


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 and Resolved Problems

Known problems (bugs) are graded according to severity level. These release notes contain descriptions of the following bugs:

All severity level 1 or 2

Significant severity level 3

You can search for problems by using the Cisco Software Bug Toolkit.

To access Bug Toolkit, you need the following items:

Internet connection

Web browser

Cisco.com user ID and password

To use the Software Bug Toolkit, follow this procedure:


Step 1 To access the Bug Toolkit, go to http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Step 2 Log on with your Cisco.com user ID and password.

Step 3 Click the Launch Bug Toolkit hyperlink.

Step 4 To look for information about a specific problem, enter the ID number in the "Enter known bug ID" field and click Search.


Defect Number: CSCeb17184

Severity Level: 3

Component: Cisco ICD

Headline: Reason codes deleted during upgrade.

Symptom: Installation of Cisco CRA 3.1 deletes existing reason codes.

Condition: Upgrading from Cisco CRA 3.0(x) to Cisco CRA 3.1.

Workaround:

Before upgrading to Cisco CRA 3.1, run the Cisco Agent Desktop Administrator and write down the reason codes that are currently configured. After installing Cisco CRA 3.1, reenter these reason codes in the Cisco Agent Desktop Administrator.


Defect Number: CSCea93145

Severity Level: 3

Component: Cisco CRA Installation

Headline: High call abandoned rate with Cisco CallManager and CRA calls in progress for 14 hours.

Symptom: On a Cisco ICS 7750 with SPE 310s, a higher call abort+reject occurs when running a CRA load (50 agents, 1 supervisor, 10 secondary supervisors, 75 calls, 2 minute call duration) and a Cisco CallManager load (350 phones, 175 callers, 2 second call duration) for 14 hours.

Condition: The Cisco ICS 7750 with 2 SPEs; 1 SPE running ICS System Manager 2.6.0 and Cisco CallManager 3.3(2) SpC, and the second SPE running CRA 3.1(0.19). The combined simulated load was 10,000 busy hour call attempts (BHCA) for the entire time period.

Workaround:

One of two changes to Cisco CallManager may be used separately or together, depending on the frequency of aborted or rejected calls.

Set the SDL Trace Flush Immediately flag to False (default is True). When set to False, trace files output asynchronously, which may lose important information if Cisco CallManager crashes.

Set the SDL Trace Type Flags to 0x8000CB15 (default is 0x8000EB15). This setting turns off UUIE trace information, which might improve the understanding of anomalous Cisco CallManager situations.


Defect Number: CSCeb35988

Severity Level: 3

Component: Cisco CRA Installation

Headline: CRA engine does not start if initiated slightly before CallManager.

Symptom: On a Cisco ICS 7750 with multiple SPE310s installed, the CRA Engine fails to start if the SPE running CRA, CRS, or IPCC Express version 3.1(1) or earlier starts up before the SPE running Cisco CallManager 3.3(2)spB or other Cisco CallManager versions.

Condition: The Windows 2000 Service Control Panel is set to start, and then restart, the CRA, CRS, or IPCC Express application after 60 seconds if a failure occurs. (The difference in the startup time depends on the version of the CRA Engine.) This problem is more likely to occur on a Cisco ICS 7750 configured from Manufacturing with more than two SPE310s, such that the SPE running the Cisco  CallManager publisher and the ICS System Manager is installed in slot 6, and the SPE running the CRA, CRS, or IPCC  Express application is installed in the lowest numbered slot of any SPE in the chassis. (The position of the multiservice route processors (MRPs) in the chassis has no effect on this problem.)

Workaround:

Start the CRA Engine manually either through the Windows 2000 Server Services Control Panel or by using the Start Engine button on the Customer Response Applications Administration Engine Status page. To prevent this problem from occurring, you can alter the startup order of the SPE310s in the Cisco ICS 7750 by placing the SPE running the CRA, CRS, or IPCC Express application in a slot with a higher number than the SPE running Cisco CallManager. This change will enable the SPE running Cisco CallManager to start up before the SPE running CRA, CRS, or IPCC Express.


Note Be sure to follow Cisco ICS 7750 hardware handling and safety precautions when you swap SPEs. Using appropriate grounding, first perform a shutdown on the target SPE from Windows 2000 by choosing
Start > Shutdown. After the SPE has completely shut down, use the extractor levers to disengage the card from the backplane and remove it from its slot. For more information and detailed instructions, refer to the "Removing and Replacing SPE310s" and the "Safety Precautions and Maintenance Guidelines" chapters in Cisco ICS 7750 FRU Installation and Replacement.



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/univercd/home/home.htm

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

Documentation DVD

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

Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.

Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Cisco Marketplace:

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

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387).

Documentation Feedback

You can send comments about technical 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.

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

Nonemergencies — psirt@cisco.com


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 that has the most recent creation date in this public key server list:

http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on


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

1 877 228-7302

1 408 525-6532

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

The Cisco Technical Support 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, 365 days a year, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support 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 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 TAC 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 TAC 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.

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, 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

iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

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

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

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