Call Home provides an email-based notification for critical system policies. A range of message formats are available for compatibility with pager services or XML-based automated parsing applications. You can use this feature to page a network support engineer, email a Network Operations Center, or use Cisco Smart Call Home services to generate a case with the Technical Assistance Center.
The Call Home feature can deliver alert messages containing information about diagnostics and environmental faults and events.
The Call Home feature can deliver alerts to multiple recipients, referred to as Call Home destination profiles. Each profile includes configurable message formats and content categories. A predefined destination profile is provided for sending alerts to the Cisco TAC, but you also can define your own destination profiles.
When you configure Call Home to send messages, the appropriate CLI show command is executed and the command output is attached to the message.
Call Home messages are delivered in the following formats:
Short text format which provides a one or two line description of the fault that is suitable for pagers or printed reports.
Full text format which provides fully formatted message with detailed information that is suitable for human reading.
XML machine readable format that uses Extensible Markup Language (XML) and Adaptive Messaging Language (AML) XML schema definition (XSD). The AML XSD is published on the Cisco.com website at http://www.cisco.com/. The XML format enables communication with the Cisco Systems Technical Assistance Center.
A destination profile includes the following information:
One or more alert groups—The group of alerts that trigger a specific Call Home message if the alert occurs.
One or more e-mail destinations—The list of recipients for the Call Home messages generated by alert groups assigned to this destination profile.
Message format—The format for the Call Home message (short text, full text, or XML).
Message severity level—The Call Home severity level that the alert must meet before a Call Home message is sent to all e-mail addresses in the destination profile. An alert is not generated if the Call Home severity level of the alert is lower than the message severity level set for the destination profile.
You can also configure a destination profile to allow periodic inventory update messages by using the inventory alert group that will send out periodic messages daily, weekly, or monthly.
The following predefined destination profiles are supported:
CiscoTAC-1—Supports the Cisco-TAC alert group in XML message format.
Call Home Alert Groups
An alert group is a predefined subset of alerts or events that Call Home detects and reports to one or more destinations. Alert groups allow you to select the set of alerts that you want to send to a predefined or custom destination profile. Alerts are sent to e-mail destinations in a destination profile only if that alert belongs to one of the alert groups associated with that destination profile and if the alert has a Call Home message severity at or above the message severity set in the destination profile.
The following table lists supported alert groups and the default CLI command output included in Call Home messages generated for the alert group.
Table 2 Alert Groups and Executed Commands
Events related to power, fan, and environment-sensing elements such as temperature alarms.
show environment trace
Inventory status that is provided whenever a unit is cold booted, or when FRUs are inserted or removed. This alert is considered a noncritical event, and the information is used for status and entitlement.
admin show platform
admin show version
admin show diag
admin show inventory oid
Events generated by specific interesting syslog messages
admin show version
admin show logging
admin show inventory
Call Home maps the syslog severity level to the corresponding Call Home severity level for syslog port group messages.
Call Home Message Levels
Call Home allows you to filter messages based on their level of urgency. You can associate each destination profile (predefined and user-defined) with a Call Home message level threshold. The Call Home message level ranges from 0 (lowest level of urgency) to 9 (highest level of urgency). Call Home messages are generated if they have a severity level equal to or greater than the Call Home message level threshold for the destination profile.
Call Home messages that are sent for syslog alert groups have the syslog severity level mapped to the Call Home message level.
Call Home does not change the syslog message level in the message text.
The following table lists each Call Home message level keyword and the corresponding syslog level for the syslog port alert group.
Table 3 Severity and syslog Level Mapping
Call Home Level
Network-wide catastrophic failure.
Significant network impact.
System is unusable.
Critical conditions that indicate that immediate attention is needed.
Basic notification and informational messages. Possibly independently insignificant.
Normal event signifying return to normal state.
Obtaining Smart Call Home
If you have a service contract directly with Cisco Systems, you can register your devices for the Smart Call Home service. Smart Call Home provides fast resolution of system problems by analyzing Call Home messages sent from your devices and providing background information and recommendations. For issues that can be identified as known, particularly GOLD diagnostics failures, Automatic Service Requests will be generated with the Cisco-TAC.
Smart Call Home offers the following features:
Continuous device health monitoring and real-time diagnostic alerts.
Analysis of Call Home messages from your device and, where appropriate, Automatic Service Request generation, routed to the appropriate TAC team, including detailed diagnostic information to speed problem resolution.
Secure message transport directly from your device or through a downloadable Transport Gateway (TG) aggregation point. You can use a TG aggregation point in cases that require support for multiple devices or in cases where security requirements mandate that your devices may not be connected directly to the Internet.
Web-based access to Call Home messages and recommendations, inventory and configuration information for all Call Home devices. Provides access to associated field notices, security advisories and end-of-life information.
environment severity major
Configures a destination profile to receive messages for the environment alert group. Alerts with a severity the same or greater than the specified severity level are sent. The default severity is debugging.
catastrophic—Includes network-wide catastrophic events in the alert. This is the highest severity.
Specifies the mail server to use to send Call Home messages. You can specify an IP address or mail server name. You can specify up to five mail servers to use. The server with the lower priority is tried first.
Specifies the maximum trigger rate per minute. The default is five events per minute and the maximum is also five.
Use the commit or end command.
commit—Saves the configuration changes, and remains within the configuration session.
end—Prompts user to take one of these actions:
Yes— Saves configuration changes and exits the configuration session.
No—Exits the configuration session without committing the configuration changes.
Cancel—Remains in the configuration mode, without committing the configuration changes.
show call-home mail-server status
RP/0/RSP0/CPU0:router# show call-home mail-server status
Displays the status of the specified mail server.
Enabling Call Home
By default the sending of Call Home messages is disabled. You must perform this task to enable the sending of Call Home messages.
Before You Begin
Before enabling the sending of Call Home messages, you should complete the configuration tasks described in this module. Specifically, you must have enabled a destination profile for any Call Home messages to be sent.