Table Of Contents
Using Cisco IP Telephony Applications Backup Utility, Version 3.5.6
Document Title Change
Use this document if you are searching for Backing Up and Restoring Cisco CallManager Release 3.3.
Purpose of the Document
This document provides procedures for the following topics:
•Installing, configuring, and backing up the data for applications that use the Cisco IP Telephony Applications Server Backup Utility, version 3.5.6
•Restoring the Cisco IP Telephony Applications Server, the Cisco CallManager cluster, the publisher database server, the subscriber server(s), and the data that you backed up by using the backup utility
•Replacing the publisher database server or co-resident servers
This document contains the following topics:
Cisco IP Telephony Applications Backup Utility
Cisco IP Telephony Applications Restore Utility
Consider the following documentation conventions as you review this document:
Blue Text—To quickly navigate to a section or URL, click text that appears in blue.
Note Reader, take note. Notes contain helpful suggestions or references to material not covered in the publication.
Caution Reader, be careful. You may do something that could result in equipment damage or loss of data.
Cisco Customer Response Applications (CRA) and Cisco Customer Response Solutions (CRS) refer to the same product.
Cisco CDR Analysis and Reporting (CAR) and the Cisco Administrative Reporting Tool (ART) refer to the same product.
Locating Related Cisco CallManager Documentation
Cisco strongly recommends that you review the following documents before you perform any backup and restore procedures:
•Release Notes for Cisco CallManager Release 3.3
This document lists and describes the system requirements, new features, changed information, documentation updates, and open caveats for Cisco CallManager. Cisco provides versions of this document that match the version of the installation document.
•The appropriate Cisco IP telephony application documentation
Locate the release notes, installation/upgrade, and configuration guides for the applications that you want to integrate with Cisco CallManager.
Click the URLs in Table 1 to navigate to the appropriate documentation.
Note If you need Cisco CallManager installation and backup/restore information for the Cisco Integrated Communication System (ICS) 7750, refer to the Cisco ICS documentation.
Frequently Asked Questions About the Cisco IP Telephony Applications Backup Utility
Review the following questions and responses before configuring or performing the backup.
Which versions of Cisco CallManager does Cisco IP Telephony Applications Backup Utility 3.5.6 support?
Cisco IP Telephony Applications Backup Utility 3.5.6 supports the following Cisco CallManager releases, which serve as minimum requirements:
•Cisco CallManager 3.3(2) or later
•All releases of Cisco CallManager 3.2
•All releases of Cisco CallManager 3.1
•All releases of Cisco CallManager 3.0
Note All CRA/CRS and Cisco uOne releases that are compatible with Cisco CallManager use this backup utility. To obtain compatibility information on CRA/CRS and Cisco uOne, refer to the Cisco CallManager Compatibility Matrix. See Table 1.
How does the Cisco IP Telephony Applications Backup Utility work?
The Cisco IP Telephony Applications Backup Utility provides a reliable and convenient way to perform regularly scheduled automatic or user-invoked backups of your Cisco CallManager data.
About the Backup Server
The backup server actually performs the backup operation and the following tasks:
•Saves all backup utility settings
•Verifies authentication information that you provide during the configuration of the backup
•Backs up the data that you choose
•Stores the backup data in the backup destination that you specify
•Creates separate logs for the backup utility
About the Target Server(s)
The target server contains the data to be backed up. At the end of the Cisco CallManager installation, you add the target server(s) to the CallManager target list on the backup server.
When you add a target server to the backup server, make sure that you enter the computer name (not the IP address or the fully qualified DNS name).
If the target server is a remote server, you must provide a user name and password that has administrative privileges to the remote server.
About Backup Data and the MCS.sti file
The Cisco CallManager publisher database contains all the information that you configure with Cisco CallManager Administration, and the database updates each time that you make a change. Cisco CallManager updates the directory, and configuration information also updates periodically. Cisco strongly recommends that you make a backup of the Cisco CallManager database, configuration, and directory information by using the Cisco IP Telephony Applications Backup Utility every time that you make changes through Cisco CallManager Administration.
Each Cisco CallManager cluster has only one publisher database, and you do not need to back up the subscriber database servers.
However, you can configure the Cisco IP Telephony Applications Backup Utility to back up more than one Cisco IP Telephony Applications Server, such as publishing database servers of other Cisco CallManager clusters, Cisco uOne servers, or Cisco Customer Response Solutions (CRS/CRA) servers.
During the backup, the utility sends the data to a staging directory, and by default, one file called MCS.sti archives all data that is backed up from the target servers in the target list.
Caution Each time that a backup is performed, the new backup file overwrites the existing MCS.sti file. If you want to retain previous backup data, you must archive or rename the existing MCS.sti file before the next backup is performed.
About the Staging Directory
The staging directory serves as a temporary directory where the backup utility places all files until it builds the single MCS.sti file.
Caution During the backup, heed warnings about the amount of temporary space that is available on the staging directory. If you do not have enough temporary space on the staging directory, the backup will fail.
About the Schedule
In the Schedule tab, you configure the day and time that you want the backup to run.
Cisco sets a default schedule for when the backup is to run. You can change the schedule at any time.
The utility backs up all data at the same time. You cannot configure a separate schedule for each application.
About the Location Where the Data is Stored (Destination)
Cisco strongly recommends that you specify a tape drive or a network directory as the backup destination, not a local directory. If you choose a network directory as the destination for the backup server, the directory must be shared in Windows 2000. To share a directory, log in on that server, right-click the directory folder icon that you want to share, click Sharing..., click Share this folder, and then click OK.
If you choose to back up the data to a network directory, that server must have NETBIOS name resolution in place (not the IP address or the fully qualified DNS name).
What data does the Cisco IP Telephony Applications Backup Utility back up?
If you configure the backup settings as instructed in this document, the backup utility automatically backs up the information that displays in Table 2:
Can I use any backup utility that I want?
Cisco does not support any third-party backup utilities.
Cisco strongly recommends that you use the Cisco IP Telephony Applications Backup Utility to perform backups and that no third-party backup software is used.
However, if you do not want to use the Cisco IP Telephony Applications Backup Utility, you can either uninstall it after the installation or disable it, depending on how your server is set up.
Caution Some application installations require that the utility serve as a mandatory component on the server. For example, a Cisco CallManager 3.3 upgrade requires that the utility remain on the publisher database server after the installation; therefore, the utility name does not display in the Add/Remove Programs window, and you cannot uninstall it.
To uninstall the utility, perform the following procedure:
Procedure to Uninstall the Utility
Step 1 Choose Start > Settings > Control Panel.
Step 2 Double-click Add/Remove Programs.
Step 3 Click Cisco IP Telephony Applications Backup Utility.
If the application requires that the utility serve as a mandatory component on the server, the utility name does not display in the window. You cannot uninstall the utility, so close the window.
Step 4 Click Remove.
Step 5 Reboot the server and log in to the server by using the Administrator password.
To disable the Cisco IP Telephony Applications Backup service, perform the following procedure:
Procedure to Disable the Cisco IP Telephony Applications Backup Service
Step 1 Choose Start > Programs > Administrative Tools > Services.
Step 2 Locate the service named Cisco IP Telephony Applications Backup.
Step 3 Right-click the service and choose Properties.
Step 4 Click Stop to immediately terminate the service.
Step 5 From the Startup Type drop-down list box, choose Disabled.
Choosing this option prevents the service from automatically starting after the server reboots.
Step 6 Click OK.
What if I forgot to choose a Backup Server when I installed Cisco CallManager?
If you did not designate a backup server during the installation, the backup utility cannot run. See "Using the Backup Utility" section to install the backup server.
Can I change the purpose of the server?
You can change a backup server to a backup target, or vice versa, but you must uninstall the version and then reinstall the utility on the server; you can then specify the purpose by clicking the backup server or backup target radio button during the installation. If you change a backup target to the backup server, you must configure the backup settings on the backup server. If you change the backup server to a backup target, be aware that you must choose and configure another backup server for the utility to run.
Can I uninstall the backup utility?
If you installed Cisco CallManager 3.3 in the cluster, you cannot uninstall Cisco IP Telephony Applications Backup Utility, Version 3.5.6, on the publisher database server. This utility serves as a mandatory component on the Cisco CallManager 3.3 publisher database server.
If you installed Cisco CallManager 3.1 or 3.2 in the cluster, you can uninstall Cisco IP Telephony Applications Backup Utility, Version 3.5.6, on any servers where the utility is installed. If you choose to upgrade to Cisco CallManager 3.3, you must install this version of the utility, or a later version, if available, before you can upgrade. Refer to the Cisco CallManager 3.3 upgrade documentation for more information.
How do I know if the backup completed successfully?
The backup process creates the log file, stiBack.log, under C:\Program Files\Common Files\Cisco\Logs on the backup server. In the log file, you can search for the word, "failed," which indicates that the backup did not work properly.
If you receive the following error messages or other error messages in the log file, the process did not successfully back up the data:
•Cisco CallManager database could not be found on <Server Name>.
•Could not determine APPS version
•Could not find a CCM/CAR/ART/CDR SQL database on <Server Name>
•Error finding SQL database
•Error enumerating registry keys on <Server Name>
•Open file request returned Not Enough Space
Caution During the backup, heed warnings about the amount of temporary space that is available on the staging directory. If you do not have enough temporary space, the backup will fail.
If I need to restore the MCS.sti file, do I need to reinstall the backup utility that created the MCS.sti file?
You can restore the data with the backup utility that currently runs on your system.
If you created the MCS.sti file with a different version of the backup utility and you now need to restore that file, defects from the previous version of the utility may cause errors to display in the current log file.
Complete the restoration and verify that the data restored properly.
Using the Backup Utility
To install/configure/modify your backup settings or to start a backup now from the backup server, perform the following steps:
Step 1 Determine which of the following tasks you need to perform and go to the corresponding steps that are listed:
•Starting a backup now—Step 18
•Viewing the backup as it occurs—Step 19
•Obtaining the log file—Step 20
Installing the Backup Utility for the First Time/Changing the Purpose of the Server/Reinstalling the Utility
Changing the purpose of the server requires a reinstallation of the backup utility.
Step 2 Perform one of the following tasks:
a. If you are currently installing Cisco CallManager and the Backup Utility Setup window automatically displays, go to Step 3.
b. To install the backup utility from the web, click the following URL:
c. Choose The Application (for example, Cisco CallManager) > Download...Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.
d. Locate the backup and restore file on the page that displays.
e. Download the backup and restore file to your hard drive.
f. Note the location where you save the downloaded file.
g. Double-click the downloaded file to begin the installation.
Caution You may receive a message that a previous version of the utility was detected. Continue the installation.
Step 3 When the Welcome window displays, click Next.
Step 4 Click the appropriate radio button to accept the license agreement. Click Next.
Step 5 Click the version of Cisco CallManager that you have installed in the cluster. Click Next.
Step 6 Perform the following procedure from Table 3, depending on whether you want to install the backup server or backup target.
Table 3 Choosing the Backup Server or Backup Target
Backup Server Backup Target
Click Backup Server.
The backup server actually performs the backup operation. It stores the backup data in the directory or tape drive destination that you specify. You only specify one backup server.
Click Backup Target.
The backup target(s) is a server (source) that contains the data that the utility will back up. You can specify more than one backup target; to configure backup settings, you must add all backup targets to the CallManager targets list on the backup server.
If you want to configure backup settings immediately after you install the utility, check the Run Backup Configuration Manager at the end of the setup check box.
Go to Step 7.
Step 7 To install the backup utility, click Install.
The status bar indicates the progression of the installation.
Step 8 If you did not choose to run the Backup Configuration Manager after the setup, click Finish.
Step 9 Perform one of the following tasks, depending on what you want to accomplish:
•If you checked the Run Backup Configuration Manager at the end of setup check box, click No when a prompt asks you to restart the server; configure the backup settings by going to Step 10.
You must add CallManager (or CRA, Cisco uOne, or CAR) targets to the backup server. You must also configure the destination, which is the location where you plan to store the data, and the schedule, which specifies the days and time when you want to run the utility.
•If you do not plan to configure backup settings at this time, click Yes to restart the server.
After the server reboots, you can remove the CD-ROM from the CD-ROM drive and log in to the server by using the Administrator password.
Modifying Existing Settings or Configuring New Backup Settings on the Backup Server
Step 10 If the window in Figure 1 does not automatically display on the backup server, perform one of the following methods:
•Right-click the backup icon in the Windows 2000 system tray. Choose Configure Settings.
•If the backup icon does not display in the Windows 2000 system tray, choose Start > Programs > Cisco IP Telephony Applications Backup > Backup Configuration.
If the backup is running, an error message states that you should right-click the backup icon in the Window 2000 system tray.
Figure 1 CallManager Tab
Step 11 Verify that the servers that are listed in the CallManager Targets pane are the ones that you want to include. These target servers contain data that you want to back up through the utility.
If you are configuring the backup utility for Cisco CallManager, remember that you must add all backup target servers to the CallManager Targets list. If necessary, perform the following procedure to add a target:
a. Add targets by clicking Add.
To add a remote server, you must connect the server to the network before you add it to the target list.
b. In the dialog box that displays, enter the name of the target server.
When you add a target server to the backup server, you must enter the computer name (not the IP address or fully qualified DNS name).
c. If the server is a remote server, enter a username and password with administrator access rights on the remote server and then click Verify.
The Backup Utility attempts to connect to the remote server. If the remote server is not found, the authentication fails. The server name remains in the target list but may not be accessible, and the backup will fail.
d. When you receive the authentication results in the dialog box, click OK.
e. If you are running Cisco CallManager Release 3.3, you can check the Include Database check box for the CDR Database option. This option does not apply for Cisco CallManager Release 3.1 or 3.2.
f. In the lower, right corner of the window, click OK.
Tip To remove servers from the target list, highlight the server, click Delete, and then click OK.
Step 12 Click the uOne, CRA (Cisco Customer Response Applications), or CAR (Cisco CDR Analysis and Reporting) tab and repeat Step 11 to configure the backup for Cisco uOne, CRA, or CAR.
Caution This information applies if you are performing a Cisco CallManager 3.3 upgrade from a 3.1 or 3.2 version of Cisco CallManager. If you have installed CAR on the publisher database server, verify that you have added the publisher database server name (not IP address or fully qualified DNS name) to the CallManager and CAR target lists. Use the same naming conventions in each list, so the restore utility can restore CAR database during the Cisco CallManager data restoration.
Figure 2 shows an example of the Destination tab in the Cisco IP Telephony Applications Backup Utility. Cisco allows you to configure only one destination for all applications that use the backup utility.
Figure 2 Destination Tab
Step 13 Click the Destination tab. Choose Network directory, Tape device, or Local directory.
Note You may click the Tape device radio button only if you have the MCS-7835, MCS-7845-1400, IBM xSeries 340, or xSeries 342 server. The server must have a tape drive.
If you plan to restore data from one server to another server by using a tape drive, make sure that both servers use the same tape format.
Figure 3 shows an example of the Schedule tab in the Cisco IP Telephony Applications Backup Utility Configuration window. Cisco only allows you to schedule the same days and time for all applications that use the backup utility. The backup utility backs up all affected applications during the scheduled time.
Caution Schedule Cisco CallManager backups to occur during off-peak hours because CPU utilization is high during the backup process.
Figure 3 Schedule Tab
Step 14 Click the Schedule tab. Choose the days and times when you want an automatic backup to occur. The default sets the backup time to 2:00 am Tuesday through Saturday. Click OK.
Step 15 From the drop-down list box in the Log pane, choose the number of days that you want to retain log entries.
Step 16 Click OK to save the settings.
Step 17 If you did not reboot the server after you installed the utility, you must reboot the server now.
If the CD-ROM remains in the CD-ROM drive, you can remove the CD-ROM from the CD-ROM drive after the server reboots; then, you can log in to the server by using the Administrator password.
Starting a Backup Now
Step 18 Backups occur automatically according to the settings in the Schedule window of the Cisco IP Telephony Applications Backup Utility; however, if you want to start a backup now, right-click the Cisco IP Telephony Applications Backup Utility icon in the Windows 2000 system tray and choose Start backup now.
Viewing the Backup As It Occurs
Step 19 In the Windows 2000 system tray on the backup server, click the Cisco IP Telephony Applications Backup Utility icon and choose View status. If the Cisco IP Telephony Applications Backup Utility icon is not in the Windows 2000 system tray, choose Start > Programs > Cisco IP Telephony Applications Backup > Backup Viewer; then, click the Cisco IP Telephony Applications Backup Utility icon in the Windows 2000 system tray and choose View status. Verify that the current status is "Waiting until <time> on <date>." You can keep this log window open to view the progress of the backup utility.
Use the information that is generated in the log window to help identify problems. The last line in the log file indicates that the log is closed.
Obtaining the Log File
Step 20 To verify that the backup competed successfully, you can obtain the StiBack.log from C:\Program Files\Common Files\Cisco\Logs on the backup server.
Frequently Asked Questions About the Cisco IP Telephony Applications Restore Utility
Review the following questions and responses before you perform any Cisco CallManager restoration procedures:
How does the Cisco IP Telephony Applications Restore Utility work?
You use the Cisco IP Telephony Applications Restore Utility to restore data to the server of your choice.
The utility does not provide prompts to restore servers or the entire cluster. You must perform a manual procedure to restore or replace a server.
How do I restore the data?
Caution You must manually highlight the MCS.sti file to restore the data.
Caution For a successful recovery, make sure that the version of Cisco CallManager that is running on your system matches the last successful backup.
The Cisco IP Telephony Application Restore Utility allows you to recover all data, if you chose to back the data up through the backup utility. When you restore, you must provide the following information:
•The location (server) where the archived MCS.sti file is stored
•The data, the MCS.sti file, that you want restored
•The server where you want the restore utility to send the restored data
By default, the MCS.sti file stores all data that was backed up from the target servers in the target list. When you restore data, you can restore only one application on one server at a time. For example, if you need to restore Cisco CallManager and CRA/CRS on a co-resident server, you must perform the procedure twice.
The restore utility copies the data that you want restored to a staging directory and then restores the extracted files to the chosen location. The restore utility also notifies the user when the restoration occurs.
Caution During the restoration, services stop, which cause call-processing interruptions to occur. Cisco recommends that you use the restore utility during off-peak hours to minimize call-processing interruptions.
This section provides the procedure for restoring the data. This procedure does not restore the operating system, Cisco CallManager software, or any other software. To restore the data, perform the following steps:
Step 1 Perform one of the following tasks. Two options exist for Cisco CallManager Release 3.2 and 3.3.
•For Cisco CallManager Releases 3.1, 3.2, or 3.3— Choose Start > Programs > Cisco IP Telephony Applications Backup > Restore Utility.
•For Cisco CallManager Releases 3.2 or 3.3—Right-click the backup icon in the Windows 2000 system tray and choose Restore server.
Step 2 When the Restore Utility window displays, choose the location and name of the backup file that you want to restore and then click Next.
Caution You must manually highlight the MCS.sti file to restore the data.
Step 3 Choose the target server, which is the server where you want the utility to send the data. Click Next.
Step 4 The restoration warns that you will overwrite the target server and lose all existing data on that server. Click Yes.
Step 5 During the restore process, the Cisco IP Telephony Applications Restore Utility log window displays each event that occurs.
You can use the log window to identify errors, such as the errors that display in the "Where do I obtain the log file?" section.
Step 6 When the restore is complete, click OK.
Step 7 Reboot the server by pressing Ctrl+Alt+Del.
Step 8 Click the Shut Down button.
Step 9 From the drop-down menu, choose Restart and click OK.
You must restart the server for the restoration to complete.
Step 10 After you log in to the server by using the Administrator password, verify that the data restored to the server.
Where do I obtain the log file?
The restoration process creates the log file, stiRestore, under C:\Program Files\Common Files\Cisco\Logs. If the following error messages or other error messages display in the log file, the process did not successfully restore the data:
•Failed to drop CCM/ART/CDR database from <Server Name>
•Failed to restore DC Directory
•Failed to stop DC Directory service
•Failed to restart DC Directory service
How do I restore the entire cluster?
Caution All pre-/post- installation tasks that are noted in the Cisco CallManager 3.3 installation and upgrade documents apply to restoring the cluster. Review the guidelines before you begin any restoration procedures.
If you must restore the entire cluster because of an unforeseen event, consider the following information. As with new installations, always restore the publisher database server first. See Table 4 for information on how to accomplish this task. After you restore the publisher database server, verify that you successfully completed the restoration.
While the publisher database server is functional and running, you can begin the restoration of the subscriber server(s). See "How do I restore subscriber servers?" for more information. Always restore one server at a time, so database replication occurs on the subscriber servers. If you attempt to restore the subscriber servers simultaneously, the servers cannot pull the database replica from the publisher database server.
After you restore the Cisco CallManager servers, you can restore other application servers, such as CRA or Cisco uOne servers.
Caution Cisco strongly recommends that you do not change any passwords when you are restoring/replacing the server or cluster. The restoration process restores the previously backed up passwords, does not acknowledge the new passwords, and causes the system to malfunction.
If you change the Directory Manager password when you are restoring/replacing the server or cluster, the server cannot access the directory.
How do I restore the publisher database server?
Use the following guidelines in Table 4 to restore the publisher database server:
Table 4 Restoring the Publisher Database Server
Step Task Important Notes
Perform a new operating system installation or Same Server Recovery by installing Cisco-provided operating system 2000.2.3 or later.
Refer to Installing the Operating System on the Cisco IP Telephony Applications Server.
If you are restoring Cisco CallManager Release 3.3 and you are not performing a Same Server Recovery, you must delete the file, D:\StiRecover.flg.
This document assumes that D: serves as the STI_DATA Partition.
Cisco ICS-7750 does not use the D: drive as the STI_DATA partition.
Perform a new Cisco CallManager installation from CD-ROM.
Caution If you are installing Cisco CallManager Release 3.2 or 3.1, do not install the backup utility during the installation. Instead, install the utility by downloading the utility that is available on the web.
Refer to the Cisco CallManager installation documentation that matches the version you plan to install.
The Cisco CallManager version running on the publisher database server must match the version of the latest successful backup.
If necessary, upgrade Cisco CallManager to the version of the latest successful backup.
Refer to the Cisco CallManager upgrade documentation that matches the version of the latest successful backup.
Manually restore the latest successful backup (MCS.sti file) to the publisher database server.
See the "How do I restore the data?" section.
Verify that you successfully restored the data.
You can obtain StiRestore.log by using Windows Explorer to browse to the following file:
C:\Program Files\Common Files\Cisco\Logs
For a list of error messages that could display, see the "Where do I obtain the log file?" section.
If you backed up CAR, you must install the CAR plugin on the server.
Refer to the Cisco CallManager Administration Guide.
How do I restore subscriber servers?
Cisco no longer requires that you remove the subscriber server from the Cisco CallManager database before recovering the server. When the subscriber server authenticates to the publisher database server and pulls the duplicate of the database from the server, the subscriber server automatically adds itself to the database.
Use the following guidelines to restore the subscriber server(s):
1. Perform a new installation of Cisco-provided operating system 2000.2.3 or later.
2. Perform a new installation of Cisco CallManager.
You do not need to restore the data.
3. Upgrade the server to match the version of Cisco CallManager that is running on the publisher database server.
How do I restore a CRA server or Cisco uOne server?
Use the following guidelines to restore these application servers:
1. Make sure that you have restored the Cisco CallManager servers before you restore these application servers.
2. Install the operating system on the server, if it is not already installed.
Co-resident servers (Cisco CallManager and CRA/CRS installed on the same server) may already have the operating system installed.
3. Install the application as if it were a new installation.
4. Upgrade the application to the version of the backup that you want to restore, if necessary.
5. Restore the backup data to the new server.
To restore the data, you must have backup data stored on tape device or on a network directory, not on the local directory of the failed server.
6. Verify that the data was restored to the new server.
What post-restoration tasks should I perform?
Perform the following post-restoration tasks:
•For the restoration to take effect, make sure that you reboot the server after you restore the data.
•If necessary, reinstall the Cisco IP telephony applications/products/plugins/support patches to the version that is compatible with the restored version of Cisco CallManager. Refer to the Cisco CallManager Compatibility Matrix for more information. See Table 1.
How do I replace an existing or a failed publisher database server or co-resident server?
Tip When you perform a server replacement, you must always manually enter the IP information, computer name, and other configuration data exactly as it was on the original server.
Before you begin, locate the configuration information for this server.
When one server is configured to replace an existing or failed server, the new server uses the IP information and computer name of the original server. To replace an existing or failed server, use the following guidelines:
1. Install the operating system and the software as if it were a new installation.
2. Upgrade the application to the version of the backup that you want to restore.
3. Restore the backup data to the new server.
To restore the data, you must have backup data stored on tape or on a network directory, not on the local directory of the existing or failed server.
4. Verify that the data was restored to the new server.
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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:
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.
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