Smart Call Home User Guide
References
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References

Table Of Contents

References

For More Information

Resources for Smart Call Home

Terminology

CA Root Certificate Update Process

Transport Gateway Certificate Update Process

Update the Linux/Solaris Root CA Certificate

Update the Window's Root CA Certificate

HTTPS Certificate Processes (New or Update)

HTTPS Certificate Process for All Devices Except Nexus 7000 Devices

HTTPS Certificate Process for Nexus 7000 Devices

Additional Information


References


See the following items for additional information about Call Home feature and Smart Call Home service:

For more information.

Resources for Smart Call Home.

Terminology.

CA Root Certificate Update Process.

For More Information

For more information about Smart Call Home, there are several options available, you can:

"Smart Call Home Service Introduction - http://www.cisco.com/en/US/products/ps7334/serv_home.html

Smart Call Home presentation - http://www.cisco.com/warp/public/437/services/smartcallhome/

Catalyst 6500 Call Home Configuration Guide - http://www.cisco.com/en/US/products/hw/switches/ps708/products_configuration_guide_book09186a00801609ea.html

Catalyst 6500 Command Reference - http://cisco.com/en/US/products/hw/switches/ps708/products_command_reference_book09186a0080160cd0.html

Generic Online Diagnostics on the Cisco Catalyst 6500 Series Switch - http://www.cisco.com/en/US/products/hw/switches/ps708/products_white_paper0900aecd801e659f.shtml

Cisco Catalyst 6500 Series with Cisco IOS Software Modularity - http://www.cisco.com/en/US/products/hw/switches/ps708/prod_bulletin0900aecd80313e15.html

Embedded Event Manager (EEM) on the Cisco Catalyst 6500 Series - http://cisco.com/en/US/products/hw/switches/ps708/products_white_paper0900aecd805457c3.shtml

Cisco 7600 Series Command References - http://www.cisco.com/en/US/products/hw/routers/ps368/prod_command_reference_list.html

Cisco 7600 Series Cisco IOS Software Configuration Guide, 12.2SX - http://www.cisco.com/en/US/partner/docs/routers/7600/ios/12.2SXF/configuration/guide/swcg.html

Cisco 7600 Series Technical References - http://www.cisco.com/en/US/products/hw/routers/ps368/prod_technical_reference_list.html

Cisco 7600 White Papers - http://www.cisco.com/en/US/products/hw/routers/ps368/prod_white_papers_list.html

Use the feedback box on the Smart Call Home web application

Access the Smart Call Home Technical Overview - http://www.cisco.com/application/pdf/en/us/guest/products/ps7334/c1266/cdccont_0900aecd8063c595.pdf

Contact Smart Call Home at email address - sch-support@cisco.com

Resources for Smart Call Home

The following items are resources that can be used with the Smart Call Home service:

Cisco server certificate

Download Transport Gateway

Download (Smart) Call Home Configuration Script

Smart Call Home Users' Guide

Smart Call Home Technical Overview

Call Home Configuration Guide

Smart Call Home Web Application

Terminology

The following list defines the different components, tools and terms used in Smart Call Home:

Call Home (CH) - Product feature in IOS version 12.3(33)SXH that uses SMTP or HTTP connections established with a configurable destination to send formatted messages. The messages contain Inventory or Configuration information that are collected at scheduled intervals. Configuration, Diagnostics, Environmental, Inventory or System Log (syslog) information is collected during real-time events; Test, Inventory, Configuration Diagnostic and Environmental information are collected on-demand.

The IOS code incorporates device diagnostics (i.e. GOLD) that enables the sending of the following outbound alerts and alarms in email messages to Smart Call Home.

Call Home Alert Group - Is a configurable Call Home feature that groups detectable events from one of the Configuration, Diagnostics, Environmental, Inventory or System Log categories for monitoring.

Call Home Profile - Is a configurable Call Home feature that provides a structure to bundle together several Alert Groups, to select transport methods, to assign multiple destination addresses and to specify message format options.

Call Home message formats - Are configurable formatting options used by the IOS Call Home feature when creating messages. The Short Text format is suitable for pagers or printed reports and the Long Text format contains Full formatted message information suitable for human reading. The XML Messages contain the same data as the Long Message, but with the addition of XML tagging and AML specific transport information to allow machine-readable parsing and routing of the message in the Smart Call Home System.

Call Home message type - Is a field within an IOS Call Home message that indicates what type of message it contains: Configuration, Diagnostics, Environmental, Inventory, Test or System Log (syslog) information.

Call Home message sub-type - Is a field within an IOS Call Home message that indicates that the message contains full or delta Configuration or Inventory information, Gold major, minor or normal Diagnostics information, minor or major Environmental information, Test or System Log (syslog) information.

Cisco.com profile - Where information on Cisco contracts, case management permissions and user's company are kept for use by the Smart Call Home service.

Cisco Backend (CBE) - Contains a collection of various tools and information:

Smart Call Home service.

Guided searches for the Smart Call Home reporting process.

Generation of customized reports for Smart Call Home users.

Device install-base data and their associated contracts.

Customer device-based troubleshooting tools.

Cisco Contracts:

Contract information is kept in the Cisco.com profile. A customer can register a device using one of the following types of branded contracts:

Cisco Branded - Direct: Customer bought product directly from Cisco and contacts Cisco directly if they need support.

Cisco Branded - CBR (Cisco Branded Reseller): Customer bought product from Cisco reseller and customer contacts Cisco directly if they need support.

Other types of contracts will become supported in a future release.

Customer Specific Network Alerts - Smart Call Home supports the following Call Home message types:

Configuration - Contains image name and feature, running and startup configs, SW features technologies and sub-technologies.

Environment - Contains information about environmental alarms for the device clock, VTT, power supply and modules. Depending on the type of alert, a notification is sent to the customer and a Service Request is generated.

GOLD - Contains information about diagnostic tests, what tests were run, their status, and results. Depending on the type of failure, a Service Request is generated.

Inventory - Contains information about the device, software, modules.

Test - Contains information that is common to all message types. The content of test messages is not processed by Smart Call Home and hence no specific message processing results will be available for test messages.

Embedded Event Manager (EEM) - Detects real time events and takes action based on a pre-defined rules policy. EEM has event detectors with which Call Home registers; the registration is dependent upon which alert-groups the EEM profile is configured. The profile can subscribe to alert-groups for the following type events:

GOLD diagnostic

Environmental

Configuration

Inventory

Generic Online Diagnostics (GOLD) - Provides a common command-line interface (CLI) for manually generating Smart Call Home messages and scheduling run-time diagnostics.

GOLD can detect faults in hardware and provides the triggers that proactively engage high-availability features and actions, such as the switch-hitter of modules or turning off modules or individual ports. The GOLD test suite also gives support personnel the tools to test the functioning of hardware modules and troubleshoot down to the field-replaceable unit (FRU) level.

Smart Call Home service- Is a service that captures and processes Call Home diagnostics and inventory alarms that are sent from a device containing the Smart Call Home feature. This service provides proactive messaging that resolves issues before they become problems and for those problems that occur, resolving them faster using enhanced diagnostics

Smart Call Home Client - A device that sends or forwards IOS Call Home or other supported messages to Smart Call Home using SMTP or HTTPS connections; the messages must be registered with the Smart Call Home system.

Smart Call Home supported messages - Currently is an AML/XML message, created by a device using the IOS Call Home Feature, that contains Configuration (full), Diagnostics (major & minor), Environmental (major & minor), Inventory (full), Test or System Log information.

Transport Gateway (TG) - Securely transports Call Home messages from the customer hardware to the Smart Call Home service on the Cisco Backend. A Smart Call Home software client that runs on a device under the Windows 2000, Windows 2003, Windows XP, Solaris or Linux operating systems. The Transport Gateway acts as an intermediary device and is capable of forwarding supported messages collected from Smart Call Home Client devices and sends them to the Smart Call Home System using an HTTPS connection.

CA Root Certificate Update Process

Periodically, Cisco updates security credentials to ensure the continued secure communications to the Smart Call Home back-end. This section applies to those who are using either Transport Gateway or the HTTPS method for communicating to the back-end.

When there is a security credential update from Cisco, instructions will be sent via e-mail to SCH-registered user e-mail addresses that are linked to a valid CCO ID. Instructions for updating security credentials are as follows:

There are two methods for secure communication to the Smart Call Home backend, Transport Gateway (TG) and HTTPS. Both of these options have a certificate update process:

There are two methods for secure communication to the Smart Call Home backend, Transport Gateway (TG) and HTTPS. Both of these options have a certificate update process:

For Transport Gateway, there are two variations for the certificate update process:

Linux/Solaris, which uses the certUpgrader_script.zip to update the TG keystore (certificate) file.

Windows, which uses the certUpgrader_windows.zip to update the TG keystore (certificate) file.

For the HTTPS method, there are two variations (regardless of platform), IOS devices and Nexus 7000 devices.

IOS devices use either IOS certificate content from this section of the Smart Call Home User Guide, or use the contents from the Verisign-G3-SSCA.zip file.

Nexus 7000 devices use either the "chained" certificate content from this section of the Smart Call Home User Guide, or use the combined contents of the certificate files in the Verisign-CA-Certs.tar file.

Transport Gateway Certificate Update Process

There are two Transport Gateway certificate update processes:

Update the Linux/Solaris Root CA Certificate

Update the Window's Root CA Certificate

Both of these processes use scripts that update the certificate file on the Transport Gateway.

Update the Linux/Solaris Root CA Certificate

The following information explains how to update the Linux/Solaris Root CA Certificate for Transport Gateway Users. This process instructs you how to download and use the certUpgrader_script.zip file:

Go to the following URL:

http://www.cisco.com/cisco/software/release.html?mdfid=282152778&catid=268439477&softwareid=283490182&release=3.1.1&rellifecycle=&relind=AVAILABLE&reltype=latest

On the Download Software window, click the Download Now button for the certUpgrader_script.zip file; the Download Cart window appears.

On the Download Cart window, click Agree; the Select a Download Option area appears.

In the Select a Download Option area click the Non Java Download option; the Non Java Download area appears.

Click Download for the certUpgrader_script.zip file; the file is downloaded to your computer.

On the Transport Gateway device, navigate to the bin directory of the Transport Gateway installation location.

Example: /opt/CSCOSchtg/tg/bin

Unzip the certUpgrader_script.zip file to the bin directory.

After unzipping the file, the certUpgrader_script.sh and Verisign-G3-SSCA.cer files will be available in the bin directory.

Stop the TG service, if it's running.

Click on the certUpgrader_script.sh batch file to start importing the new root CA cert to the TG Certificate chain.


Note Give permission, if not available, for the certUpgrader_script.sh patch file (i.e. # chmod 777 certUpgrader_script.sh)


When asked if you want to trust this certificate, enter yes and press ENTER.

Restart the TG service; now the TG should be able to communicate with the backend servers, which have the new root CA certificate.

Update the Window's Root CA Certificate

The following information is the procedure for how to update the Windows Root CA Certificate for Transport Gateway Users. This process instructs you how to download and use the certUpgrader_windows.zip file:

Go to the following URL:

http://www.cisco.com/cisco/software/release.html?mdfid=282152778&catid=268439477&softwareid=283490182&release=3.1.1&rellifecycle=&relind=AVAILABLE&reltype=latest

On the Download Software window, click the Download Now button for the certUpgrader_windows.zip file; the Download Cart window appears.

On the Download Cart window, click Agree; the Select a Download Option area appears.

In the Select a Download Option area click the Non Java Download option; the Non Java Download area appears.

Click Download for the certUpgrader_windows.zip file; the file is downloaded to your computer.

On the Transport Gateway device, navigate to the bin directory of the Transport Gateway installation location.

Example: C:\Program Files\Cisco Systems\Cisco Transport Gateway\Transport Gateway\bin

Unzip the certUpgrader_windows.zip file to the bin directory.

After unzipping the file the certUpgrader_windows.bat and Verisign-G3-SSCA.cer files will be available in the bin directory.

Stop the TG service, if it's running.

Click on the certUpgrader_windows.bat batch file to start importing the new root CA cert to the TG Certificate chain.

When asked to enter keystore password: enter Test123% and press ENTER.

When asked if you want to trust this certificate, enter yes and press ENTER.

Restart the TG service; now the TG should be able to communicate with the backend servers, which have the new root CA certificate.

HTTPS Certificate Processes (New or Update)

There are two different HTTPS certificate processes:

HTTPS Certificate Process for All Devices Except Nexus 7000 Devices

HTTPS Certificate Process for Nexus 7000 Devices

HTTPS Certificate Process for All Devices Except Nexus 7000 Devices

There are two different time frames when you will be using certificate content on your IOS device, when you are:

Adding the certificate to an IOS device, for the first time; you will perform the steps and use the certificate data identified below in this document.

When you are updating an expired security certificate on an IOS device, you can use the certificate content contained in the Verisign-G3-SSCA.zip file.

Adding the Certificate to a non-Nexus 7000 Device

For all IOS devices, use this procedure to update the Root CA Certificate for HTTPS Users:

Identify all trust points.

Delete the existing Smart Call Home Certificate trust point.

Create a new trust point.

Copy the new certificate.

Save and send test message.

For all IOS devices, use the following specific instructions to install the new certificate:

If the old trustpoint name is not cisco then replace the text in <angle brackets> with the appropriate trustpoint name, or remove the lines with the blue text if the old trustpoint is needed or does not exist.

Enter the following commands:

config t
no crypto ca trustpoint <cisco>
yes
crypto ca trustpoint cisco
enroll terminal
exit
crypto ca authenticate cisco	

When you are adding the certificate to your IOS device for the first time, use the following certificate content:

IMPORTANT: PLEASE COPY THE CERTIFICATE CONTENT BELOW USING A PLAIN TEXT EDITOR AND PASTE THE CONTENT AS PLAIN TEXT; THIS REMOVES ANY POSSIBLE FORMATTING SYMBOLS, WHICH ALTER THE CERTIFICATE CONTENT.


Note Your copy of the security certificate should include each and every character, including the certificate markers. Remove any blank lines either after or before the certificate markers.


-----BEGIN CERTIFICATE-----
MIIF7DCCBNSgAwIBAgIQbsx6pacDIAm4zrz06VLUkTANBgkqhkiG9w0BAQUFADCByjELMA
kGA1UEBhMCVVMxFzAVBgNVBAoTDlZlcmlTaWduLCBJbmMuMR8wHQYDVQQLExZWZXJpU2ln
biBUcnVzdCBOZXR3b3JrMTowOAYDVQQLEzEoYykgMjAwNiBWZXJpU2lnbiwgSW5jLiAtIE
ZvciBhdXRob3JpemVkIHVzZSBvbmx5MUUwQwYDVQQDEzxWZXJpU2lnbiBDbGFzcyAzIFB1
YmxpYyBQcmltYXJ5IENlcnRpZmljYXRpb24gQXV0aG9yaXR5IC0gRzUwHhcNMTAwMjA4MD
AwMDAwWhcNMjAwMjA3MjM1OTU5WjCBtTELMAkGA1UEBhMCVVMxFzAVBgNVBAoTDlZlcmlT
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nABINYYpUHjoRWPNGUFP9ZXse5jUxHGzUL4os4+guVOc9cosI6n9FAboGLSa6Dxugf3kzT
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JOhhGbXdzbULJgWOw27EyHW4Rs/iGAZeqa6ogZpHFt4MKGwlJ7net4RYxh84HqTEy2Y=
-----END CERTIFICATE-----

quit
yes
end
write mem
call-home send alert-group inventory profile CiscoTAC-1

Downloading a New Certificate for an IOS Device

If you need the new CA Root certificate file it can be downloaded perform the following steps:

Go to the following URL:

http://www.cisco.com/cisco/software/release.html?mdfid=282152778&catid=268439477&softwareid=283490182&release=3.1.1&rellifecycle=&relind=AVAILABLE&reltype=latest

On the Download Software window, click the Download Now button for the Verisign-G3-SSCA.zip file

Unzip the file and use the data contained in the certificate file.

HTTPS Certificate Process for Nexus 7000 Devices

There are two different time frames when you will be using HTTPS certificate content on your Nexus 7000 device, when you are:

Adding the certificate to a Nexus 7000 device, for the first time; you will perform the steps and use the certificate data identified below in this document.

When you are updating an expired security certificate on a Nexus 7000 device, you will use the script files and certificate data contained in the Verisign-CAs-Certs.tar file.

Adding the Certificate to a Nexus 7000 Device

For Nexus 7000 devices, use the following instructions to install a security root certificates chain:

Copy the root certificates chain below.

Configure a trust-point and prepare to enroll the certificate via the terminal using copy and paste when prompted.

NX-7000(config)#crypto ca trustpoint cisco 
NX-7000(config-trustpoint)#enroll terminal 
NX-7000(config-trustpoint)#crypto ca authenticate cisco 
Input (cut & paste) the CA certificate (chain) in PEM format.

IMPORTANT: PLEASE COPY THE CERTIFICATE CONTENT BELOW USING A PLAIN TEXT EDITOR AND PASTE THE CONTENT AS PLAIN TEXT; THIS REMOVES ANY POSSIBLE FORMATTING SYMBOLS, WHICH ALTER THE CERTIFICATE CONTENT.


Note Your copy of the security certificate should include each and every character, including the certificate markers. Remove any blank lines either after or before the certificate markers.


-----BEGIN CERTIFICATE-----
MIICPDCCAaUCEHC65B0Q2Sk0tjjKewPMur8wDQYJKoZIhvcNAQECBQAwXzELMAkGA1UEBh
MCVVMxFzAVBgNVBAoTDlZlcmlTaWduLCBJbmMuMTcwNQYDVQQLEy5DbGFzcyAzIFB1Ymxp
YyBQcmltYXJ5IENlcnRpZmljYXRpb24gQXV0aG9yaXR5MB4XDTk2MDEyOTAwMDAwMFoXDT
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MTcwNQYDVQQLEy5DbGFzcyAzIFB1YmxpYyBQcmltYXJ5IENlcnRpZmljYXRpb24gQXV0aG
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RUCPhAwL0TPZ2RHP7gJYHyX3KqhEBarsAx94f56TuZoAqiN91qyFomNFx3InzPRMxnVx0j
nvT0Lwdd8KkMaOIG+YD/isI19wKTakyYbnsZogy1Olhec9vn2a/iRFM9x2Fe0PonFkTGUu
gWhFpwIDAQABMA0GCSqGSIb3DQEBAgUAA4GBALtMEivPLCYATxQT3ab7/AoRhIzzKBxnki
98tsX63/Dolbwdj2wsqFHMc9ikwFPwTtYmwHYBV4GSXiHx0bH/59AhWM1pF+NEHJwZRDmJ
XNycAA9WjQKZ7aKQRUzkuxCkPfAyAw7xzvjoyVGM5mKf5p/AfbdynMk2OmufTqj/ZA1k
-----END CERTIFICATE-----
-----BEGIN CERTIFICATE-----
MIIGNDCCBRygAwIBAgIQWrQ6b86cjzk7c3BoO7KqETANBgkqhkiG9w0BAQUFADCBtTELMA
kGA1UEBhMCVVMxFzAVBgNVBAoTDlZlcmlTaWduLCBJbmMuMR8wHQYDVQQLExZWZXJpU2ln
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CCFlA7a9V0JX0dgLdRpWgUI=
-----END CERTIFICATE-----
-----BEGIN CERTIFICATE-----
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-----END CERTIFICATE-----
-----BEGIN CERTIFICATE-----
MIIF7DCCBNSgAwIBAgIQbsx6pacDIAm4zrz06VLUkTANBgkqhkiG9w0BAQUFADCByjELMA
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IicFXZIDNAMwfCZYP6j0M3m+oOmmxw7vacgDvZN/R6bezQGH1JSsqZxxkoor7YdyT3hSaG
bYcFQEFn0Sc67dxIHSLNCwuLvPSxe/20majpdirhGi2HbnTTiN0eIsbfFrYrghQKlFzyUO
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JOhhGbXdzbULJgWOw27EyHW4Rs/iGAZeqa6ogZpHFt4MKGwlJ7net4RYxh84HqTEy2Y=
-----END CERTIFICATE-----

On the next line following the certificate content, end the input by entering END OF INPUT:

Hit Enter, a prompt appears asking "Do you accept this certificate? [yes/no]:"; enter yes

Exit configuration mode and save the configuration -

NX-7000(config)#end

NX-7000#copy running-config startup-config

Downloading a New Certificate for a Nexus 7000 Device

If you need the new certificate files that comprise the CA Root certificate, perform the following steps:

Go to the following URL:

http://www.cisco.com/cisco/software/release.html?mdfid=282152778&catid=268439477&softwareid=283490182&release=3.1.1&rellifecycle=&relind=AVAILABLE&reltype=latest

On the Download Software window, click the Download Now button for the Verisign-CAs-Certs.tar file

Gunzip the Verisign-CAs-Certs.tar file to the directory of your choice.

Additional Information

For more information on the SSL certificate, see the information at the following URL:

https://knowledge.verisign.com/support/ssl-certificates-support/index?page=content&id=AD146

For technical support, please contact Cisco Smart Services Bureau (SSB) via:

Email: ask-smart-services@cisco.com <mailto:ask-smart-services@cisco.com>

Telephone:

US and Canada:
+1-877-330-9746
 
Europe:

Austria

0800 006 206

 

Belgium

0800 49913

 

France

0805 119 745

 

Germany

0800 589 1725

 

Italy

800 085 681

 

Netherlands

0800 0201 276

 

Spain

800 600472

 

Switzerland

0800 840011

 

UK

0800 2795112


From the rest of the world, choose the appropriate phone number from http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html