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Cisco Unified Communications Manager (CallManager)

Installing Cisco Unified CallManager Release 4.3(1)

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Installing Cisco Unified CallManager Release 4.3(1)

Table Of Contents

Installing Cisco Unified CallManager Release 4.3(1)

Contents

Conventions

Locating Related Cisco Unified CallManager Documentation

Important Considerations

Frequently Asked Questions About the Cisco Unified CallManager Installation

How long does it take to perform the Cisco Unified CallManager installation?

How does the Cisco Unified CallManager installation work?

Which servers does Cisco support for this installation?

May I install other software besides Cisco Unified CallManager on the server?

May I run a web browser on the server?

May I add Cisco Unified CallManager servers as members of a Windows domain?

May I configure a server in the cluster as a Domain Controller?

May I use Terminal Services, Virtual Network Computing, and Integrated Lights Out to remotely install the application?

What if I encounter problems during the installation?

Performing the Cisco Unified CallManager Release 4.3 Installation

Performing Preinstallation Tasks

Planning your System

Removing the Servers from a Domain and Join a Workgroup

Connecting the Server to the Network

Disabling Third-Party Applications, Antivirus Services, and Security Agents

Gathering Configuration Information

Installing Cisco Unified CallManager on the Publisher Database Server

Installing Cisco Unified CallManager on Subscriber Database Server(s)

Performing Postinstallation Tasks

Activating Cisco Unified CallManager Services

Configuring DNS

Configuring the Database

Downloading Service Releases and Hotfixes for Ongoing System Management

About Microsoft Patches and Hotfixes

Install the Cisco Unified CallManager Service Release (when available on cisco.com)

Viewing the Component Versions That Are Installed on the Server

Installing Cisco Security Agent for Cisco Unified CallManager

Using the Cisco Unified CallManager Music On Hold Disk or Download

Reenabling Third-Party Applications, Antivirus Services, and Security Agents

Adding New Subscriber Servers to the Cluster After the Installation

Replacing the Publisher Database Server After the Installation

Requirement for Installation of Java Virtual Machine

JRE Installation

Verifying and Reinitializing Subscriber Connections

Analyzing Error Messages

Installation Messages

Resolving Name Resolution Failures

Disabling the Restrict CD-ROM Access to Locally Logged-On User Only Security Policy

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Product Alerts and Field Notices

Obtaining Technical Assistance

Cisco Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Installing Cisco Unified CallManager Release 4.3(1)


Product Key for Cisco Unified CallManager: BTOO VQES CCJU IEBI


Note The Cisco Unified CallManager product key, which you enter during the operating system installation, allows you to install Cisco Unified CallManager on a server that is dedicated solely to that application. If you want to install Cisco Unified CallManager with Cisco IP Contact Center Express Edition, or Cisco Unified CallManager with Cisco IP Interactive Voice Response on the same server, refer to the Cisco Customer Response Solutions (CRS) installation documentation for the product keys.


This document includes information about installing Cisco Unified CallManager for the first time and reinstalling Cisco Unified CallManager, if necessary.

This document applies if you have one server or many servers in a cluster environment.

Contents

This document contains the following topics:

Locating Documents and Information

Locating Related Cisco Unified CallManager Documentation

Important Considerations

Frequently Asked Questions About the Cisco Unified CallManager Installation

How long does it take to perform the Cisco Unified CallManager installation?

How does the Cisco Unified CallManager installation work?

Which servers does Cisco support for this installation?

May I install other software besides Cisco Unified CallManager on the server?

May I run a web browser on the server?

May I add Cisco Unified CallManager servers as members of a Windows domain?

May I configure a server in the cluster as a Domain Controller?

May I use Terminal Services, Virtual Network Computing, and Integrated Lights Out to remotely install the application?

Installation Tasks and Information

Performing Preinstallation Tasks

Installing Cisco Unified CallManager on the Publisher Database Server

Installing Cisco Unified CallManager on Subscriber Database Server(s)

Install the Cisco Unified CallManager Service Release (when available on cisco.com)

Postinstallation Tasks and Information

Performing Postinstallation Tasks

Activating Cisco Unified CallManager Services

Configuring the Database

Downloading Service Releases and Hotfixes for Ongoing System Management

Viewing the Component Versions That Are Installed on the Server

Using the Cisco Unified CallManager Music On Hold Disk or Download

Verifying and Re-creating Subscription Connections

Verifying and Reinitializing Subscriber Connections

Installation Error Messages

Analyzing Error Messages

Documentation Resources and Technical Assistance

Obtaining Documentation

Obtaining Technical Assistance

Use this document in conjunction with the documents that are listed in the "Locating Related Cisco Unified CallManager Documentation" section.

Conventions

Consider the following documentation conventions as you review this installation 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.


Timesaver Reader, this tip saves you time as you perform the procedure.


(Required)

This convention indicates that you must perform the procedure. Failing to perform the procedure could cause a total system failure or a loss of data and configuration settings.

(Recommended)

This convention indicates that the procedure is strongly recommended, but not required.

Unless otherwise specified, this document uses base server model numbers. For example, references to the MCS-7835 apply to servers including the MCS-7835, the MCS-7835-1000, the MCS-7835-1266, the MCS 7835H-2.4, the MCS-7835I-2.4, MCS-7835H-3.0, MCS-7835I-3.0, the customer-provided DL380, and the customer-provided IBM xSeries 342 and 345.

Locating Related Cisco Unified CallManager Documentation

Cisco strongly recommends that you review the following documents before you perform the Cisco Unified CallManager installation:

Release Notes for Cisco Unified CallManager Release 4.3

This document lists and describes the system requirements, new features, changed information, documentation updates, and open caveats for Cisco Unified CallManager. Cisco provides versions of this document that match the version of the installation document.

Installing the Operating System on Cisco Unified Communications Servers

This document, a companion guide to this installation document, provides information and procedures on installing the operating system on Cisco Unified Communications Applications Servers. This document does not provide Cisco IP telephony application installation procedures. Refer to this document before you install Cisco Unified CallManager, Cisco Personal Assistant, Cisco Conference Connection, or one of the products from the Cisco Customer Response Solutions (CRS) platform.

Cisco Unified CallManager Administration Guide and Cisco Unified CallManager System Guide

The Cisco Unified CallManager Administration Guide provides step-by-step instructions for configuring, maintaining, and administering the Cisco Unified CallManager voice over IP network.

The Cisco Unified CallManager System Guide provides descriptions of the Cisco Unified CallManager system and its components, configuration checklists, and links to associated Cisco Unified CallManager Administration Guide procedures.

Cisco Unified CallManager Features and Services Guide

This document describes how to configure features and services for Cisco Unified CallManager, including Cisco Music On Hold, Cisco Unified CallManager Extension Mobility, and so on.

The Cisco Unified CallManager Serviceability System Guide and Cisco Unified CallManager Serviceability Administration Guide

This document provides descriptions of Cisco Unified CallManager serviceability and remote serviceability and step-by-step instructions for configuring alarms, traces, and other reporting.

Cisco Unified CallManager Bulk Administration Guide

This document provides information on using the Bulk Administration Tool (BAT) to perform bulk add, update, and delete operations on phones, users, gateways, and ports.

Cisco Unified CallManager Backup and Restore Utility Administration Guide

This document describes how to install the utility, configure the backup settings, back up Cisco Unified CallManager data, and restore the data.

Cisco Unified CallManager Security Guide

This document provides step-by-step instructions on how to configure and troubleshoot authentication and encryption for Cisco Unified CallManager, Cisco Unified IP Phones, SRST references, and Cisco MGCP gateways.

Cisco Unified CallManager Compatibility Matrix

To ensure continued functionality with interfacing Cisco IP telephony applications after the Cisco Unified CallManager installation, refer to the Cisco Unified CallManager Compatibility Matrix, which provides workarounds for applications that are integrated with Cisco Unified CallManager.

Affected applications may include Cisco Conference Connection, Cisco SoftPhone, Cisco 186 Analog Telephony Adapter, Cisco Personal Assistant, Cisco Response Solutions (CRS), Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) applications, including Cisco-supported and third-party applications, and Cisco Unified CallManager Telephony Service Provider (TSP).

If you use Cisco Unified CallManager and related Cisco IP telephony applications in a call-center environment, review this document before you begin any installation procedures.

Cisco Unified Communications Operating System, SQL Server, Security Updates

This document provides information on the latest operating system, SQL server, and security support updates. Information in this document applies to servers that are running the following Cisco IP telephony applications: Cisco Unified CallManager, Conference Connection, Personal Assistant, Cisco Customer Response Applications/Solutions, and Cisco Emergency Responder.

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 Unified CallManager.

Table 1 lists URLs for software, product keys, and other related documentation.

Table 1 Quick Reference for URLs 

Related Information and Software
URL

Cisco MCS data sheets

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/index.html

Software-only servers (IBM, HP, Compaq, Aquarius)

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_brochure_list.html

Cisco Unified Communications Operating System, SQL Server, Security Updates

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

Operating system installation, Virtual Network Computing (VNC), and Cisco Media Convergence Server (MCS) Network Teaming Driver documentation

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

Cisco Unified CallManager Compatibility Matrix

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf

Cisco Unified CallManager documentation

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

Cisco Unified CallManager Security Guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/sec_vir/a

e/index.htm

Cisco Unified CallManager backup and restore documentation

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

Cisco Unified CallManager service releases

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

Related Cisco IP telephony application documentation

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


Important Considerations

Before you proceed with the Cisco Unified CallManager installation or upgrade, consider the following requirements and recommendations:

Cisco Unified CallManager requires a minimum of 2 GB of memory on the Cisco Unified CallManager servers. To avoid system problems, such as dropped calls, verify that your servers have a minimum of 2 GB of memory installed. If the installation process detects less than 2 GB memory on the publisher server, the installation aborts. The installation process performs a similar check on the Cisco Unified CallManager subscriber server; it allows the installation to continue if it detects less than the minimum requirement.

Install the Cisco Unified CallManager software on the publisher server first and then on the subscriber server(s).

You cannot add a subscriber server to a cluster by installing a previous version of Cisco Unified CallManager and then upgrading the subscriber server to the same version that is running on the publisher server. If you are adding a new subscriber server or replacing a subscriber server on the cluster, you must use the installation CDs with the same Cisco Unified CallManager version that is running on the publisher server.

Make sure that you are logged in as the administrator on the server before starting the Cisco Unified CallManager installation.

Install the Cisco Unified CallManager software on one server at a time to ensure that subscriber servers can receive replicate copies of the database from the publisher database server.

Make sure that the subscriber server that you are installing can connect to the publishing database server during the installation.

Do not choose cancel after you start the installation. If you choose cancel, you will need to reimage your machine by reinstalling the operating system.

Because security settings for the Cisco Unified CallManager server are set up by the installation and upgrade script, do not make any adjustments to these predefined settings, or you may experience a significant impact to the functionality of your server.

When entering passwords for the local Administrator and SA (SQL Server system administrator) accounts, use alphanumeric characters only.

Enter the same administrator password on all servers in the cluster.

Install the Cisco Unified CallManager software during off-peak hours or during a maintenance window to avoid impact from call-processing interruptions.

Do not implement multiple servers in a Cisco Unified CallManager cluster by using a drive that was mirrored or cloned from a single Cisco Unified CallManager server. This results in servers having duplicate Security ID (SID) and impairs Cisco Unified CallManager operations. You must install the Cisco IP telephony operating system and Cisco Unified CallManager software separately on each server by using the Cisco-provided installation disks.

Do not configure any server in the cluster as a Domain Controller.

Place the server in a Workgroup before you install the software.

Configure the server by using static IP addressing to ensure that the server obtains a fixed IP address and that the Cisco Unified IP Phones can register with the application when you plug the phones into the network.

Do not attempt to perform any configuration tasks during the installation.

Do not use terminal services to install the Cisco Unified CallManager software

Do not install any Cisco-verified applications until you complete installing Cisco Unified CallManager on every server in the cluster.

Cisco provides support for a limited set of applications on the servers where Cisco Unified CallManager is installed. If you are uncertain whether a third-party application is supported, do not install it on the server.

You must disable third-party, Cisco-verified applications on your servers before starting the Cisco Unified CallManager installation.

Install a security agent to protect your servers against unauthorized intrusion.

Do not install Cisco Unity on a server where Cisco Unified CallManager is installed.

Installing or using Netscape Navigator on the Cisco MCS or the Cisco-approved, customer-provided server causes severe performance problems.

Carefully read the instructions that follow before you proceed with the installation. See "Performing Preinstallation Tasks" section,"Performing the Cisco Unified CallManager Release 4.3 Installation" section, and "Performing Postinstallation Tasks" section

Frequently Asked Questions About the Cisco Unified CallManager Installation

The following section contains information about commonly asked questions and responses. Review this section carefully before you complete the Cisco Unified CallManager installation.

How long does it take to perform the Cisco Unified CallManager installation?

The entire installation process, excluding pre- and post-installation tasks, takes 45 to 90 minutes per server, depending on your server type. Before you install Cisco Unified CallManager, consider the size of your cluster.

How does the Cisco Unified CallManager installation work?

Review the following information before you install Cisco Unified CallManager.

Verifying the User Name, Organization Name, and Product Key

Cisco supplies you with a Cisco product key when you purchase a Cisco IP telephony product. The product key, based on a file encryption system, allows you to install only the components that you have purchased, and it prevents other supplied software from being installed for general use. The product key comprises alphabetical letters only.

During the operating system installation, you entered the Cisco Unified CallManager product key. The product key allows you to install Cisco Unified CallManager on a server that is designated for Cisco Unified CallManager only.

During the operating system installation, you registered the software product by entering a user and organization name.

During the Cisco Unified CallManager installation, verify that the correct User Name, Organization Name, and product key display. See the latest version of the operating system documentation for more information.

Entering Passwords

During the Cisco Unified CallManager installation, you must enter a valid password for the following accounts:

Windows NT Administrator account

If you plan to install Cisco Unified CallManager on the Cisco Media Convergence Server (MCS), you established this password during the operating system installation. If you left the password blank during the operating system installation, or if you enter the wrong password during the Cisco Unified CallManager installation, you cannot install Cisco Unified CallManager on the server.


Tip Verify that this password is the same on all servers in the cluster. If you change the passwords at any time, you must either log off and log in to the server again, or you must reboot the server and log in to the server.



Caution When entering passwords for the local Administrator and SA (SQL Server system administrator) accounts, enter alphanumeric characters only. The account password must match on every server in the cluster.

SA (SQL Server system administrator) account

Directory Manager (DC Directory) account

Private Password Phrase


Caution The installation prompts you for a Private Password Phrase. The installation uses the string that you enter to create a unique, encrypted password. You must enter the same phrase on all servers in the cluster.

Installing the Publisher Database or Subscriber Server

When you install Cisco Unified CallManager, you must determine whether the server will be configured as a publishing database server or a subscriber database server. In a Cisco Unified CallManager distributed system, one server maintains the master, or publisher, database, and all other servers in the cluster maintain subscriber databases. Subscriber databases provide copies of the master database. During normal operation, all Cisco Unified CallManagers in the cluster read data from and write data to the publisher database. Periodically, Cisco Unified CallManager automatically updates the subscriber databases as needed.

Cisco requires that you first install the publisher database server, so authentication to the database occurs. This decision designates a permanent selection. If you want to reassign the database server type at a later date, you must reinstall Cisco Unified CallManager on the server and choose a different database server type.


Caution If you are configuring a subscriber database server, make sure that the publishing database server for that cluster is installed, connected to the network, and configured properly to work as a distributed system.When configuring a subscriber database server, ensure that the server that you are installing can connect to the publishing database server during the installation. This connection facilitates copying the publisher database from the publisher database server to the local drive on the subscriber server. You must supply the name of the publishing database server and the password for the administrator account on that server. If the publisher server cannot be authenticated during the installation for any reason, the installation will not continue.

You must install one server at a time, or the subscriber servers cannot receive copies of the database from the publisher database server.

Cisco Unified CallManager installs the following software packages:

Sun Microsystems Java Runtime Environment (JRE)

Microsoft SQL Server 2000

Microsoft SQL Server 2000 Service Pack 4 (or later)

DC Directory

Cisco Unified CallManager

Installing Cisco Unified CallManager Components and Services

The Cisco Unified CallManager installation automatically installs all services that display in the Service Activation window of Cisco Unified CallManager Serviceability. These services install on every server in the cluster. To review a list of installed services, service definitions, and service considerations, refer to the Cisco Unified CallManager Serviceability Administration Guide and the Cisco Unified CallManager Serviceability System Guide.

The Cisco Unified CallManager installation places services in an inactive state until the installation completes. After the installation completes, you must manually activate the service on each server in which you want the service to run. For information on activating services, refer to the Cisco Unified CallManager Serviceability Administration Guide and the Cisco Unified CallManager Serviceability System Guide.

Which servers does Cisco support for this installation?

Refer to the Cisco Unified CallManager Compatibility Matrix for a list of servers that Cisco Unified CallManager 4.3(1) supports. To obtain the most recent version of this document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf

May I install other software besides Cisco Unified CallManager on the server?


Caution Cisco strongly recommends that you do not install any Cisco-verified applications until you complete the installation on every server in the cluster. If you do not know whether the application is approved for installation, do not install it on the server. Installing unsupported software on the server could cause severe performance problems and call-processing interruptions.

Cisco supports a limited list of applications on the Cisco Media Convergence Server (MCS) or Cisco-approved, customer-provided server. Consider the following information before you install Cisco Unified CallManager:

You may install Cisco-verified applications (Cisco Partner Applications), but you must disable and stop these applications before the Cisco Unified CallManager installation and then reboot the server. Disable these applications during installation, restoration, and upgrade procedures.

For more information on supported software, click http://www.cisco.com/pcgi-bin/ecoa/Search. In the Solution pane, click IP Telephony. From the Solution Category drop-down list box, choose Operations, Administration, and Maintenance (OAM). Click Search.

Installing or using Netscape Navigator on the Cisco MCS or a Cisco-approved, customer-provided server causes severe performance problems. Cisco strongly recommends against installing Netscape Navigator or any other application software on the Cisco MCS or Cisco-approved, customer-provided server.

Cisco strongly recommends that you install a security agent to protect your servers against unauthorized intrusion. Cisco offers two security agent options: Cisco Security Agent (CSA) for Cisco Unified CallManager and Management Center for Cisco Security Agent (CSA MC). For more information, see the "Performing Postinstallation Tasks" section.

You can install Cisco Unified CallManager and Cisco Customer Response Solutions (CRS) on the same server. Refer to the CRS installation documentation to obtain the coresident installation product key.

Do not install Cisco Unity on any server where Cisco Unified CallManager is installed.

May I run a web browser on the server?

Cisco strongly recommends that you do not run a web browser on the Cisco MCS or any Cisco-approved, customer-provided server. Running a web browser on the server causes CPU usage to surge.

To access Cisco Unified CallManager Administration, the web-based graphical user interface (GUI) that allows you to perform Cisco Unified CallManager configuration tasks, use a different PC to browse into the Cisco Unified CallManager server that is running Cisco Unified CallManager Administration and log in with administrative privileges.


Tip To browse into the server, enter https://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser.


May I add Cisco Unified CallManager servers as members of a Windows domain?

Cisco does not recommend adding Cisco Unified CallManager servers as members of a Microsoft Windows domain. However if your system architecture depends on servers joining a Windows domain, then you must disable the Network Time Protocol (NTP) software that is installed by Cisco Unified CallManager when you add the server as a member of a domain and use Microsoft time service. You must disable the NTP service on every server in your cluster.


Note You must install the server as a member of a workgroup during installation of Cisco Unified CallManager.



Note Do not make any modifications to the installed NTP configuration file (NTP.CONF). Modifications to the NTP.CONF file may result in synchronization problems with CDRs, Traces, Event Logging, and so on. Cisco does not support these modifications.


To disable the Cisco-installed NTP software on a server:


Step 1 Choose Start > Programs > Administrative Tools > Services.

Step 2 Double-click the Network Time Protocol service.

Step 3 In the Startup type field, choose Disabled.

Step 4 Click Stop.

Step 5 Click OK



Caution Every time that you upgrade your server, you must remove the server from the Windows Domain prior to installing the upgrade software.

When you complete your upgrade and you are adding the server to the Windows domain, you must disable the Cisco-installed NTP services again.

If you are joining the server to a Microsoft Windows 4.0 domain, you must also perform an additional procedure for synchronizing time. Refer to How to Synchronize the Time on a Windows 2000-Based Computer in a Windows NT 4.0 Domain at http://www.microsoft.com.

May I configure a server in the cluster as a Domain Controller?

Cisco strongly recommends that you do not configure any server in the cluster as a Domain Controller. If you configure any server in the cluster as a Domain Controller, you cannot upgrade Cisco Unified CallManager on the server.

May I use Terminal Services, Virtual Network Computing, and Integrated Lights Out to remotely install the application?

Do not use Terminal Services or Integrated Lights Out (ILO) to install Cisco Unified CallManager Release 4.3(1). Cisco installs Terminal Services, so Cisco Technical Assistance Center (TAC) can perform remote administration and troubleshooting tasks. Cisco does not support upgrades through Terminal Services. Cisco supports ILO for remote management and configuration tasks only


Caution Before the upgrade, Cisco strongly recommends that you disable Terminal Services and immediately reboot the server to prevent remote access to the server. Accessing the server via Terminal Services may cause the upgrade to fail.

After you upgrade the server, you must enable Terminal Services.

If you want to use Virtual Network Computing (VNC) to remotely install Cisco Unified CallManager, go to http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm to obtain the latest version of the VNC document.


Caution If you have installed VNC but do not plan to use it to install Cisco Unified CallManager, disable it to prevent remote access to the server. If you do not disable VNC and a user/administrator accesses the server during the installation, the installation will fail.

What if I encounter problems during the installation?

If you encounter problems during the installation, Cisco recommends that you take the following actions:

1. During the installation if you receive an error message that displays in a dialog box, see the "Analyzing Error Messages" section and perform the recommended corrective action.

2. On the server where the problem occurred, obtain and review the log file, ccminst <data/time stamp>.log, from C:\Program Files\Common Files\Cisco\Logs.

Be aware that not all error messages that display in the log file are catastrophic. MSI generates error messages in the log file for many reasons; for example, attempts to access a service that is not used by Cisco Unified CallManager.

Performing the Cisco Unified CallManager Release 4.3 Installation

This section contains information about the procedures that are used to complete the Cisco Unified CallManager installation. The section includes the following topics:

Performing Preinstallation Tasks

Installing Cisco Unified CallManager on the Publisher Database Server

Installing Cisco Unified CallManager on Subscriber Database Server(s)

Performing Preinstallation Tasks

For preinstallation tasks that you must complete before the installation, see Table 2.

Table 2 Preinstallation Tasks 

Step
Preinstallation Tasks
Important Notes

Step 1 

Plan your system configuration.

Determine how many Cisco Unified CallManager servers the cluster will contain, which server will house the publisher database, and where backup tasks will be performed.

Determine whether each server will act as a dedicated or coresident server.

See "Planning your System" section

Step 2 

This task applies for reinstallation.

Configure the server to the state of the original configuration.

If you have hot-swappable drives, make sure that you inserted the appropriate drives into the server and ensure that the drives are functional. Remove any additional hard drives that are in the server.

Step 3 

Make sure that you installed the operating system version 2003.1.1 (or later) on all dedicated and coresident servers.

Refer to Installing the Operating System on the Cisco Unified Communications Applications Server. To obtain the most recent version of this document, go to http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm.


Caution If your system uses DNS for name resolution and you set the DNS suffix for this connection field on the computer, make sure that you have also set the Primary DNS suffix of this computer field. Refer to the Installing the Operating System on the Cisco Unified Communications Server, Version 2003.1.1 for information on this procedure.

Step 4 

Download and install the latest Cisco Unified Communications Server Operating System service release.

The operating system service releases post on the voice products operating system cryptographic software page. You can navigate to the site from the Cisco Unified CallManager software page.

For installation instructions, refer to the file-specific readme document, Cisco Unified Communications Operating System, SQL Server, Security Updates, and Installing the Operating System on the Cisco Unified Communications Applications Server. To obtain the most recent version of these documents, go to http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

Step 5 

Before you install Cisco Unified CallManager, make sure that you removed all servers from a NT or an Active Directory Domain.

See the "Removing the Servers from a Domain and Join a Workgroup" section.

Step 6 

Connect the server(s) to the network.

See the "Installing Cisco Unified CallManager on the Publisher Database Server" section.

Step 7 

If your server supports the Cisco Media Convergence Server Network Teaming Driver, you can install and configure this driver, if you choose to do so.

Refer to the driver documentation by clicking the following URL:

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

Step 8 

This step applies if you need to reinstall Cisco Unified CallManager.

You must disable and stop all third-party, Cisco-verified, and Cisco-provided, coresident applications that are installed on your server.

If you have Cisco-verified applications (Cisco Partner Applications) or platform agents that are installed on the server, you must disable and stop the services.

Cisco strongly recommends that you do not install any Cisco-verified applications until you have completed the installation on every server in the cluster.

See "Installing Cisco Unified CallManager on the Publisher Database Server" section.


Caution Reboot the server after you disable and stop these applications. Do not start the applications until you complete the Cisco Unified CallManager installation on every server in the cluster. Before you start the installation, verify that none of the services is running.

Step 9 

Close all web browser windows.

If you have an open browser window, Cisco Unified CallManager will reboot the server after the Sun Microsystems JRE package is installed.

Step 10 

Locate specific information that you need to install Cisco Unified CallManager.

See the "Gathering Configuration Information" section.


Planning your System

You can distribute the call-processing load for your system across multiple Cisco Unified CallManagers as a single cluster. A cluster comprises a set of Cisco Unified CallManagers that share the same database.

At a minimum, you should determine how many Cisco Unified CallManager servers the cluster will contain, which server will house the publisher database, and where backup tasks will be performed. Additional planning should include a strategy for distributing the devices (such as phones or gateways) among the Cisco Unified CallManagers in the cluster to achieve the type of distribution that you want.

Determine whether each server will act as a dedicated or coresident server.

In a Cisco Unified CallManager distributed system, one server maintains the master, or publisher, database, and all other servers in the cluster maintain subscriber databases. Subscriber databases provide copies of the master database. During normal operation, all Cisco Unified CallManagers in the cluster read data from and write data to the publisher database. Periodically, Cisco Unified CallManager automatically updates the subscriber copies of the database from the publisher database.

For more information on planning a Cisco Unified CallManager distributed system, refer to the Cisco Unified CallManager System Guide.

If you are installing a dedicated server, locate the Cisco Unified CallManager product key in this document. If you are installing Cisco Unified CallManager on a coresident server, refer to the specific Cisco IP telephony application installation documentation for the coresident product key.

Removing the Servers from a Domain and Join a Workgroup

Perform the following procedure to convert any servers that exist in the NT Domain or Microsoft Active Directory Domain:

Procedure


Step 1 Choose Start > Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click the Properties button.

Step 4 Click the Workgroup radio button and enter a name, for example, WRKGRP, in the corresponding field.

Step 5 Click OK.

Step 6 When prompted to do so, reboot the server.

Step 7 Log in using the Administrator password.

Step 8 Perform this procedure on every server in the cluster that exists in the NT Domain.

Step 9 Go to the Domain Controller and remove the computer accounts for the Cisco Unified CallManager servers in the cluster.


Connecting the Server to the Network

Before you begin the installation, make sure that you connect your server to the network.

The servers in Table 3 contain two network interface cards (NIC), but the Cisco IP telephony application supports only one NIC. When you connect the server to the network, use the NIC connector that is listed in the table because the other NIC is automatically disabled during the installation.


Note You can implement NIC teaming on servers that support the network teaming driver. For information, refer to the Installing the Cisco Media Convergence Server Network Teaming Driver at http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/driver/hp_team.htm.


Table 3 Connecting to the Network

Server
NIC Connector

MCS-7825

Use the lower NIC connector.

MCS-7835 and MCS-7845

Use the NIC 1 connector.

IBM xSeries 330 server

Use the upper NIC connector.


Disabling Third-Party Applications, Antivirus Services, and Security Agents

The following applications/platform agents may interfere with the Cisco Unified CallManager installation:

Antivirus services

Intrusion detection services

NetIQ services

OEM server agents

Server management agents

VOIP monitoring/performance monitoring

Remote access/remote management agents

Cisco-provided, coresident applications

About Disabling McAfee Antivirus Services

Before you perform Cisco Unified CallManager installation procedures, you must disable and stop all Cisco-approved McAfee antivirus services. You can enable and start all antivirus services after you complete the procedures.

About Disabling Security Agents

Before you perform Cisco Unified CallManager installation procedures, you must disable and stop all security agents, including Cisco Security Agent for Cisco Unified CallManager. You can enable and start the services after the installation.

For Cisco-Verified, Third-Party Applications

To review a list of Cisco-verified applications that you should disable and stop before the installation, click the following URL: http://www.cisco.com/pcgi-bin/ecoa/Search. In the Solution pane, click IP Telephony. From the Solution Category drop-down list box, choose Operations, Administration, and Maintenance (OAM). Click Search.

Use the following procedure to disable third-party applications, antivirus services, or security agents:


Step 1 Choose Start > Programs > Administrative Tools > Services.

Step 2 Locate the third-party application, antivirus service, or security agent that you want to stop, right-click Cisco Security Agent, and choose Properties.

Step 3 In the Properties window, click the General tab.

Step 4 In the Service Status area, click Stop.

Step 5 From the Startup type drop-down list box, choose Disabled.

Step 6 Click OK.


Gathering Configuration Information

Table 4 shows the information that is required for installing Cisco Unified CallManager on your server. Complete all fields unless otherwise noted. Gather this information for each Cisco Unified CallManager server that you are installing in the cluster. Make copies of this table and record your entries for each server in a separate table.

Table 4 Installation Data for Cisco Unified CallManager

Configuration Data
Your Entry

Workgroup name

Database server

Publisher Server Name

Subscriber(s) Server Name(s)

Administrator password

(Use the same password on every server in the cluster)

SA (SQL Server system administrator) password

(Use the same password on every server in the cluster)

Directory Manager (DC Directory) password

(Use the same password on every server in the cluster)

Private Password Phrase for the Cluster

(Use the same phrase on every server in the cluster)



Note If you change any security or account policies from the default setting, the installation may fail. For more information on security and account policies, refer to Microsoft documentation.


Installing Cisco Unified CallManager on the Publisher Database Server

Items Needed: Cisco Unified CallManager Installation, Upgrade, and Recovery Disk

For the publisher database server, the installation takes 45 to 90 minutes, depending on the server type. Use the following procedure to perform the installation.


Note Critical third-party components that Cisco Unified CallManager requires and installs may require multiple reboots during installation, and you may need to manually restart the installation program and reenter the configuration data.



Caution Do not remove the Cisco Unified CallManager Installation, Upgrade, and Recovery Disks until the installation procedure directs you to do so.

Procedure


Step 1 After you install the operating system and log in to the server by using the Administrator account and password, obtain the Cisco Unified CallManager Installation, Upgrade, and Recovery Disk and insert it into the drive.


Note Follow the instructions in the dialog box. On most windows, you can choose Next to proceed with the installation. When prompted to enter a password, remember to record your entry.


Step 2 To acknowledge that you disabled/uninstalled all Cisco-verified applications, click Yes.

Step 3 To confirm that you may be prompted to reboot the server and reenter configuration data multiple times for Cisco Unified CallManager to install critical third-party components, click OK.

Step 4 In the Welcome window, click Next.

Step 5 Accept the Cisco Unified CallManager license agreement by clicking the I accept the terms in the license agreement radio button; then, click Next.

Step 6 If you want to receive alerts when the pool non-paged memory usage reaches 75%, 90%, and 95% of the allocated memory size, enter the email server and email addresses to which you want the system to send alerts in the Non-Paged Pool Monitor Epage Service window.

The allocated space varies, depending on whether or not the \3GB switch exists for the NonpagePoolBytes parameter in the boot.ini file. If \3GB switch exists, the maximum value of non-paged pool memory equals 128 MB. If the \3GB switch does not exist, the maximum value of non-paged pool memory equals 256 MB.

Note Note: You can changes the values that you enter after installation by editing the C:\Utils\ePageDetails.txt file.


Step 7 In the Customer Information window, the User Name and Organization that you entered during the operating system installation automatically display.

Cisco automatically populates the product (CD) key fields with the product key that you entered during the operating system installation. Click Next.

Step 8 In the Server Type window, the Publisher button is chosen; click Next.

Cisco requires that you install Cisco Unified CallManager on the publisher database server first, so authentication can occur between the publisher database and subscriber servers.


Note The publisher database server serves as the master database for all servers in the cluster. All servers except the publishing database server maintain subscriber databases, which are copies of the publisher database server. If you are configuring a subscriber database server, make sure that the server that you are installing can connect to the publishing database server before the installation can continue. The installation process necessitates this connection, so the publisher database server can be copied to the local drive on the subscriber server. To make sure that a good connection exists between the servers, issue a ping command from the subscriber server to the publisher database server before you try to authenticate to it. If the ping command is not successful, you must exit the installation program, fix the problem, and begin the installation process again.


Step 9 In the Install Type window, choose the New Install radio button and click Next.


Caution When entering passwords for the local Administrator and SQL system administrator (SA) accounts, enter alphanumeric characters only. The account password must match on every server in the cluster.

Step 10 In the Administrator Password / Private password phrase window, do the following:

a. Enter the local Windows administrator password.

b. Enter a Private Password Phrase for the cluster; then, reenter it for confirmation.

The private password phrase contains 1 to 15 characters. This phrase may contain English lower-case letters, English upper-case letters, Westernized Arabic numerals, and the following nonalphanumeric special characters: { } . < > : ? / | \ ` ~ ! @ $ ^ & * ( ) _ - +.

c. Click Next.

Step 11 In the Database passwords window, do the following tasks:

a. Enter a SQL system administrator (SA) password; then, reenter it for confirmation.

b. Enter a Directory Manager password; then, reenter it for confirmation.

Step 12 Now that the Cisco Unified CallManager and other included software are ready to be installed, click Install.

Step 13 To reboot the server and continue the installation, click OK.

Step 14 After the server reboots, log in with the Windows Administrator account.

The installation starts. The Cisco Unified CallManager installation takes about 30 to 45 minutes, depending on your server type.


Note The progress of the status bar may reset as each software package is being installed and as the installation program configures your machine. You may see the installation program reset the status bar multiple times. Do not reboot the server unless the installation prompts you to do so.


Step 15 When the Cisco Unified CallManager installation completes, click Finish to exit the wizard.

The restart server dialog box displays.

Step 16 To restart the server, click Yes.


Note You cannot install Cisco Unified CallManager on a subscriber server until you reboot the publisher server.


Step 17 After the server reboots, remove the disk from the drive.

Step 18 Log in to the server by using the Administrator password.

Step 19 If you are installing Cisco Unified CallManager on subscriber server(s), go to "Installing Cisco Unified CallManager on Subscriber Database Server(s)" section. If you are not installing Cisco Unified CallManager on the subscriber server(s), go to "Performing Postinstallation Tasks" section.


Installing Cisco Unified CallManager on Subscriber Database Server(s)


Note You cannot add a subscriber server to a cluster by installing a previous version of Cisco Unified CallManager and then upgrading the subscriber server to the same version that is running on the publisher server. If you are adding a new subscriber server or replacing a subscriber server on the cluster, you must use the installation CDs with the same Cisco Unified CallManager version that is running on the publisher server.



Note Critical third-party components that Cisco Unified CallManager requires and installs may require multiple reboots during installation, and you may need to manually restart the installation program and reenter the configuration data.


Items Needed: Cisco Unified CallManager Installation, Upgrade, and Recovery Disk

After you install Cisco Unified CallManager on the publisher database server, you install the application on the subscriber database servers. For each subscriber database server, the installation takes 45 to 90 minutes, depending on the server type.


Caution Perform the installation on one server at a time. This process ensures that the subscriber server(s) can receive a copy of the database from the publisher database server.


Caution Do not remove the Cisco Unified CallManager Installation, Upgrade, and Recovery Disk until the installation procedure directs you to do so.

Procedure


Step 1 After you install the operating system and log in to the server by using the Administrator account and password, obtain the Cisco Unified CallManager Installation, Upgrade, and Recovery Disk and insert it into the drive.

Step 2 To acknowledge that you disabled/uninstalled all Cisco-verified applications, click Yes.

Step 3 To confirm that you might be prompted to reboot the server and reenter configuration data multiple times for Cisco Unified CallManager to install critical third-party components, click OK.

Step 4 Click Next in the Welcome window.

Step 5 Accept the Cisco Unified CallManager license agreement by clicking the I accept the terms in the license agreement radio button; then, click Next.

Step 6 If you want to receive alerts when the pool non-paged memory usage reaches 75%, 90%, and 95% of the allocated memory size, enter the email server and email addresses to which you want the system to send alerts in the Non-Paged Pool Monitor Epage Service window.

The allocated space varies, depending on whether or not the \3GB switch exists for the NonpagePoolBytes parameter in the boot.ini file. If \3GB switch exists, the maximum value of non-paged pool memory equals 128 MB. If the \3GB switch does not exist, the maximum value of non-paged pool memory equals 256 MB.

Note Note: You can changes the values that you enter after installation by editing the C:\Utils\ePageDetails.txt file.


Step 7 In the Customer Information window, the User Name and Organization that you entered during the operating system installation automatically display.

Cisco automatically populates the product key fields with the product key that you entered during the operating system installation. Click Next.


Note The publisher database server functions as the master database for all servers in the cluster. All servers except the publishing database server maintain subscriber databases, which are copies of the publisher database server. If you are configuring a subscriber database server, make sure that the server that you are installing can connect to the publishing database server, so the installation can continue. The installation process necessitates this connection, so the publisher database server can be copied to the local drive on the subscriber server. To make sure a good connection exists between the servers, issue a ping command from the subscriber server to the publisher database server before you try to authenticate to it. In the status of the ping command, verify that the IP address displayed is the IP address of the publisher database server. If the ping command is not successful, you can also try to access the publisher database server from all subscriber servers by choosing Start > Run, entering \\<Publisher Server Name>\C$, and then by clicking OK. You do not need to enter a user name and password. Mapping to the drive without entering a user name and password ensures that the passwords on the publisher and subscriber servers match. If the subscriber database server cannot access the publisher server, you must exit the installation program, fix the problem, and begin the installation process again on the subscriber server.


Step 8 In the Server Type window, perform the following procedure:

a. Click the Subscriber radio button.

b. Enter the computer name of the publisher database server.


Caution If you enter the IP address or fully qualified DNS of the publisher database server, the installation fails.

c. Click Next.


Caution When entering passwords for the local Administrator and SQL system administrator (SA) accounts, enter alphanumeric characters only. The account password must match on every server in the cluster.

Step 9 In the Administrator Password / Private password phrase window, do the following tasks:

a. Enter the local Windows administrator password.

b. Enter the Private Password Phrase for the cluster; then, reenter it for confirmation.

c. Click Next.

Step 10 In the Database passwords window, do the following tasks:

a. Enter the SQL system administrator (sa) password for the cluster; then, reenter it for confirmation.

b. Click Next.

Step 11 Now that the Cisco Unified CallManager and other included software are ready to be installed, click Install.

Step 12 To reboot the server and continue the installation, click OK.

Step 13 After the server reboots, log in with the Windows Administrator account.

The installation starts. The Cisco Unified CallManager installation takes about 30 to 45 minutes, depending on your server type.


Note The progress of the status bar may reset as each software package is being installed and as the installation program configures your machine. You may see the installation program reset the status bar multiple times. Do not reboot the server unless the installation prompts you to do so.


Step 14 When the Cisco Unified CallManager installation completes, click Finish to exit the wizard.

Step 15 To restart the server, Click Yes.

Step 16 After the server reboots, remove the disk from the drive.

Step 17 Log in by using the Administrator account and password.

Step 18 After you install Cisco Unified CallManager on all subscriber server(s), go to the "Performing Postinstallation Tasks" section.


Performing Postinstallation Tasks

After installing Cisco Unified CallManager on your server, you must set some configuration parameters for Cisco Unified CallManager and perform other post-installation tasks before you can begin using it. Perform these tasks for each server that you install and complete them before or after the other servers in the cluster are installed.

For post-installation tasks that you must complete after the installation, see Table 5.

Table 5 Post-Installation Tasks 

Post-Installation Tasks
Important Notes

Activate Cisco CallManager services that you want to run on each server in the cluster.


Caution Do not activate Cisco CallManager services in the Microsoft Services window or the Microsoft Computer Management window. You must activate Cisco CallManager services in Cisco Unified CallManager Serviceability.

Refer to the following documents:

Cisco Unified CallManager Serviceability Administration Guide

Cisco Unified CallManager Serviceability System Guide

See the "Activating Cisco Unified CallManager Services" section.

Configure DNS.

See the "Configuring DNS" section.

Configure the database.

See the "Configuring the Database" section.

To manage your system, install Cisco IP Telephony Backup and Restore System Version 4.0(12) and configure the backup settings.

Remember to back up your Cisco Unified CallManager data daily.

Refer to Cisco IP Telephony Backup and Restore System Administration Guide. To obtain the most recent version of this document, go to http://www.cisco.com/univercd/cc/td/doc/product/voice/backup/index.htm.

To manage your system, install the latest service release and hotfixes that are available on CCO.

View the components that are installed on the server.

See the following sections:

Downloading Service Releases and Hotfixes for Ongoing System Management

Viewing the Component Versions That Are Installed on the Server

If you want to do so, you can configure the F: drive on the higher end servers with four hard drives (such as the MCS-7845) for trace file collection.

See the Cisco Unified CallManager Serviceability Administration Guide.

Install additional music on hold selections via disk or the web.

See the "Viewing the Component Versions That Are Installed on the Server" section.

If you want to do so, install and configure Cisco Customer Response Solutions (CRS) on the server.

Refer to the compatible CRS installation documentation.

The locale, English_United_States, installs automatically on the server. To upgrade existing locales or to add new locales to the server, install the Cisco Unified CallManager Locale Installer.

Click the following URL to obtain the locale and the installer documentation:

http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-locale-40

Cisco strongly recommends that you install one of the following security agents to protect your servers against unauthorized intrusion:

Cisco Security Agent (CSA) for Cisco Unified CallManager

Management Center for Cisco Security Agent (CSA MC)

Click the following URL to obtain the security agent documentation:

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

If you want to use Norton AntiVirus, install the application and perform post-installation tasks.

Refer to Using Symantec/Norton AntiVirus with Cisco Unified CallManager.

If you disabled any third-party application, antivirus services, or security agents prior to installing Cisco Unified CallManager, you must reenable it.

See the "Reenabling Third-Party Applications, Antivirus Services, and Security Agents" section.

If necessary, you can add a subscriber server to the cluster after the installation.

See the "Adding New Subscriber Servers to the Cluster After the Installation" section.

You cannot add a subscriber server to a cluster by installing a previous version of Cisco Unified CallManager and then upgrading the subscriber server to the same version that is running on the publisher server. If you are adding a new subscriber server or replacing a subscriber server on the cluster, you must use the installation CDs with the same Cisco Unified CallManager version that is running on the publisher server.

If you are adding a new server to a secure cluster, refer to the Cisco Unified CallManager Security Guide.

If necessary, you can replace the publisher database server.

See the "Replacing the Publisher Database Server After the Installation" section.

If you are administering Cisco Unified CallManager servers from a PC that does not have Microsoft Java Machine, you will need to install and configure Sun Microsystems Java Virtual Machine (JVM) on the PC to ensure that Cisco Unified CallManager Administration displays correctly.

MSJVM installs by default in all client workstation versions of the current Windows operating systems, except for the following versions:

Windows XP Professional with SP1 slipstreamed into the installation

Windows 2000 Server/Professional with SP4 slipstreamed into the installation

Windows 2003

See the "Requirement for Installation of Java Virtual Machine" section.


Activating Cisco Unified CallManager Services

Even though all Cisco CallManager services install on each server in the cluster, you must manually activate the services that you want to run on each server in the cluster. To do this, access Cisco Unified CallManager Serviceability by following this procedure:

Procedure


Step 1 Choose Start > Programs > Cisco Unified CallManager 4.3 > CallManager Administration.

Step 2 From the menu bar, click Application > Cisco Unified CallManager Serviceability.

Step 3 From the menu bar, click Tools > Service Activation.

Step 4 Click a server to select it.

Step 5 Check the Service Names check boxes for the services to be activated.

Step 6 Click Update.



Caution Do not start and stop Cisco CallManager services through the Microsoft Computer Management window or the Microsoft Services window. Starting and stopping Cisco CallManager services through these windows cause problems with the Cisco Unified CallManager database.

You must activate Cisco CallManager services through Cisco Unified CallManager Serviceability. For service recommendations and more information, refer to Cisco Unified CallManager Serviceability Administration Guide and Cisco Unified CallManager Serviceability System Guide.

Configuring DNS

Cisco strongly recommends that you configure DNS on every server in the cluster where Cisco Unified CallManager is installed. Cisco uses DNS to resolve the server name to an IP address, so servers can interact in the cluster.


Caution When you configure DNS, make sure that you configure and enable the Reverse DNS Lookup function.

The DNS suffix for the connection field must contain the DNS domain information where the server exists as a member.

When multiple DNS domains exist in a single Cisco Unified CallManager cluster or the Backup Network Directory Location exists in a different DNS domain, you must correctly enter the domain information in the Append these DNS suffixes (in order): field. If you need more information on domain naming conventions, refer to Installing the Operating System on the Cisco Unified Communications Applications Server. To obtain the most recent version of this document, go to http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm.


Caution If your system uses DNS for name resolution and you set the DNS suffix for this connection field on the computer, make sure that you have also set the Primary DNS suffix of this computer field. Refer to the Installing the Operating System on the Cisco Unified Communications Server, Version 2003.1.1 for information on this procedure.

To configure DNS after installing Cisco Unified CallManager, perform the following steps:

Procedure


Step 1 Choose Start > Settings > Network and Dial-up Connections.

Step 2 Right-click Local Area Connection and choose Properties.

Step 3 Choose Internet Protocol (TCP/IP).

Step 4 Click Properties.

Step 5 Click Advanced.

Step 6 Click the DNS tab.

Step 7 Click the Add button that is underneath the DNS server addresses in order of use pane.

Step 8 In the dialog box, enter the IP address of the DNS server and click Add.

Step 9 Check the Register the connection's address with DNS check box, if it is not already checked.

Step 10 Click OK.

Step 11 Perform this procedure on every server in the cluster that has Cisco Unified CallManager installed.


Configuring the Database

After installing Cisco Unified CallManager, you use Cisco Unified CallManager Administration to begin configuring the database. The Cisco Unified CallManager database contains information and parameters that relate to the system as a whole, to connected devices, and to individual users. The following list describes tasks that you must perform in Cisco Unified CallManager Administration or Cisco Unified CallManager Serviceability:

1. In Cisco Unified CallManager Serviceability, activate the services that you want to run on each server in the cluster.

2. Configure system-level settings, such as Cisco Unified CallManager Groups.

3. Design and configure your dialing plan.

4. Configure media resources for conferences, such as music on hold.

5. Install and configure your chosen voice-messaging system.

6. Configure systemwide features, Cisco Unified IP Phone services, Cisco Unified CallManager Extension Mobility, Cisco Unified CallManager Attendant Console, and Cisco Unified CallManager Assistant.

7. Install and configure the gateways.

8. Enable computer telephony integration (CTI) application support; then, install and configure the desired CTI applications.

9. Configure the users.

10. Configure and install the phones; then, associate users with the phones.

For more information about configuring the Cisco Unified CallManager database, refer to the Cisco Unified CallManager Administration Guide, the Cisco Unified CallManager System Guide, or online help in the Cisco Unified CallManager application.

Downloading Service Releases and Hotfixes for Ongoing System Management

For ongoing management, perform the following tasks:

Verify that you have installed the latest Microsoft patches and hotfixes (About Microsoft Patches and Hotfixes).

Verify that you have installed the latest Cisco Unified CallManager service release (Install the Cisco Unified CallManager Service Release (when available on cisco.com).)

About Microsoft Patches and Hotfixes

Refer to Installing the Operating System on the Cisco Unified Communications Applications Server for more information. To obtain this document, see Table 1.

Install the Cisco Unified CallManager Service Release (when available on cisco.com)

After you install this version of Cisco Unified CallManager on all servers in the cluster, Cisco strongly recommends that you install the latest Cisco Unified CallManager service release on all servers in the cluster. These service releases provide additional bug fixes for your system.

Be aware that Cisco Unified CallManager service releases are cumulative. Cisco rolls bug fixes into the next Cisco Unified CallManager release.


Tip Make sure that you install the same version of the service release on every server in the cluster.


To obtain the latest Cisco Unified CallManager service release, perform the following procedure:

Procedure


Step 1 Click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

Step 2 Click Cisco Unified CallManager Version 4.3.

The Cisco Unified CallManager 4.3 software window displays.

Step 3 Locate and download the readme document for the service release.

The readme file provides procedures, caveats, and descriptive information for installing the files.

Step 4 Using the readme file as a reference, install the Cisco Unified CallManager service release on every server in the cluster where Cisco Unified CallManager is installed.

Step 5 Perform other post-installation tasks.


Viewing the Component Versions That Are Installed on the Server

The mcsver.exe program reports the current version of all installation components, including the operating system. Be aware that Cisco does not report the actual Cisco Unified CallManager version through this program. Most of these components, which run from the installation disks during the initial installation, no longer exist on the system.

The version for OS Image equals your operating system disk version number. The version of OS Image will change only if you do a new installation by using the Cisco Unified Communications Server Operating System Hardware Detection Disk.

Choose Start > Cisco OS Version to view the operating system image version that you have installed on your server.

Installing Cisco Security Agent for Cisco Unified CallManager

Cisco offers two security agent options. Both agents control system operations by using policies that allow or deny specific system actions before system resources are accessed.

Cisco Security Agent (CSA) for Cisco Unified CallManager

CSA for Cisco Unified CallManager provides a standalone agent and security policy that is designed to be used on all servers in the voice cluster. You cannot update or view the policy that is included with this agent, which is configured specifically for Cisco Unified CallManager and Customer Response Applications (CRA). You can download the agent from CCO at http://www.cisco.com/cgi-bin/tablebuild.pl/cmva-3des.

Management Center for Cisco Security Agent (CSA MC)

If you want to add, change, delete, or view rules and policies that CSA for Cisco Unified CallManager includes, or if you want to add support for non-Cisco approved, third-party applications, you must purchase and install the fully managed console, CSA MC. CSA MC requires a separate, dedicated server to be used as the management center. This management center allows you to create agent kits that are then distributed to agents that are installed on other network systems and servers.

Using the Cisco Unified CallManager Music On Hold Disk or Download

When you install Cisco Unified CallManager on your server, a default music on hold sample automatically installs for customer use. To increase your music on hold selection, you may also install the Cisco Unified CallManager Music On Hold Disk that ships with your Cisco Unified Communications Applications Server, or you may download one of the two following files via the web:

ciscocm-MusicOnHold, which is a set of wav files that provides the entire music selection from the disk

ciscocm-MusicOnHoldSampler, which is a small set of files that offers a sample of music that is available on the disk

For information on the MOH feature, refer to the latest version of the Cisco Unified CallManager Features and Services Guide.

As a Cisco Unified CallManager user, you can use any contents of the disk/files with music on hold. Because of licensing restrictions, you must not distribute the Cisco Unified CallManager Music on Hold disk/files to anyone else, and you must not use it for any other purpose.

Reenabling Third-Party Applications, Antivirus Services, and Security Agents

Use the following procedure to reenable third-party applications, antivirus services, or security agents:


Step 1 Choose Start > Programs > Administrative Tools > Services.

Step 2 Locate the third-party application, antivirus service, or security agent that you want to start, right-click the service, and choose Properties.

Step 3 In the Properties window, click the General tab.

Step 4 From the Startup type drop-down list box, choose Automatic.

Step 5 Click OK.

Step 6 In the Services window, right-click the application or service and click Start.


Adding New Subscriber Servers to the Cluster After the Installation

If you need to add servers to the cluster, perform the following tasks:


Caution If you changed any NT Service passwords on the servers in the cluster, you must use the password utility to reset the passwords to the default by using the Admin Utility. The installation fails if you do not perform this task.

1. Install the operating system on the subscriber server(s) by using the Cisco-provided operating system disks and the operating system documentation.

2. Verify that you configured name resolution, for example, DNS, before you install Cisco Unified CallManager.

3. Install Cisco Unified CallManager on the subscriber server(s) by using the Cisco Unified CallManager Installation, Upgrade, and Recovery Disk.

Make sure that you enter the publisher database server name correctly, so authentication to the publisher database server can occur.

4. Upgrade to the version of Cisco Unified CallManager that currently runs in the cluster.

5. Install the same Cisco Unified CallManager service release and operating system hotfixes/service patch that you have applied to the existing cluster.

6. Reboot all nodes in the cluster.

Replacing the Publisher Database Server After the Installation

To replace an existing or failed server, perform the following steps:

1. Install the operating system and the Cisco Unified CallManager software as if it were a new installation by using the Cisco-provided operating system disks and the operating system documentation.

2. Upgrade to the version of the Cisco Unified CallManager that you want to restore.

3. If necessary, reinstall the Cisco IP telephony applications, plug-ins, and service releases to the version that is compatible with the restored version of Cisco Unified CallManager.

4. To obtain the locales that were used prior to the restoration, reinstall the Cisco Unified CallManager Locale Installer.

5. Restore the backup data to the new server and reboot the server.

To restore the data, you must store backup data on tape or on a network directory, not on the local directory of the existing or failed server.

6. Verify that the data was restored to the new server.

7. If you are replacing a server with four drives, Cisco recommends that you set the trace directory path on the server to the default C: drive before you back up your server.

8. If your server has four drives, you can configure the trace drive for trace file collection.

Requirement for Installation of Java Virtual Machine

The Microsoft Java Virtual Machine (MSJVM) technology allows Java applications to run on Microsoft Windows-based computers. Some versions of Microsoft Internet Explorer (a component of the Windows operating systems) included MSJVM, but Microsoft discontinued distribution of MSJVM in its software and announced end of life support for the product.

MSJVM installed by default in all client workstation versions of the current Windows operating systems, except for the following version:

Windows XP Professional with SP1 slipstreamed into the installation

Windows 2000 Server/Professional with SP4 slipstreamed into the installation

Windows 2003


Note Because the Cisco Unified CallManager Administration windows depend on remote scripts, which depend on the JVM for web interaction, Cisco Unified CallManager requires the use of JVM on the client machine to ensure that Cisco Unified CallManager Administration displays correctly.


If your client machine runs MSJVM, you can continue to use the existing configuration to browse into the Cisco Unified CallManager Administration windows and perform administration tasks.

If you do not have MSJVM installed on your client machine (or if you receive a message that states that Cisco Unified CallManager cannot detect JVM on the client machine) and you need to perform Cisco Unified CallManager Administration tasks, you must install and configure the Sun Microsystems Java Virtual Machine (JVM) on the client machine. (The Sun JVM is part of the Java 2 Runtime Environment—JRE.) In addition, you must configure the browser security to be Java-enabled. See the "JRE Installation" section for information about installing JRE on the client machine.

If you are not sure whether MSJVM is installed on the client machine, you can install the Sun J2RE anyway. You would then have two Java Runtime Environments installed and running on your machine.


Tip If you run two separate JVM products (MSJVM and Sun J2RE) on your client machine, be sure to download and install patches and security updates for each JVM from the appropriate software vendor (Microsoft and Sun).


JRE Installation

As part of the Cisco Unified CallManager installation, the system provides the Sun JRE client software in a zip file that is installed on the Cisco Unified CallManager server.


Note Windows XP/XP Professional includes a built-in tool that handles zip files. If you use Windows 2000 as your operating system, you must obtain a separate compression utility (such as WinZip) to store and access zip files.


To install the JRE software for the client PC, follow these steps:

Procedure


Step 1 From the Cisco Unified CallManager server, navigate to the C:\utils\JRE directory and search for the J2RE_Client_<jre version>.zip file.

The following example shows a zip file name:

J2RE_Client_1.4.2_11.zip
 
   

Note Only the Cisco Unified CallManager Administrator can access the JRE software on the Cisco Unified CallManager server; to enable access to other users, copy the J2RE_Client_<jre version>.zip file to a server that all users can share.


Step 2 Right-click the J2RE_Client_<jre version>.zip file and click Copy to copy the file to your client PC.

Step 3 Double-click the J2RE_Client_<jre version>.zip file to unzip the Sun J2RE installation executable.

Step 4 Double-click the installation executable file on the client PC.

The following example shows an installation executable file name:

j2re-1_4_2_04-windows-i586-p.exe
 
   

Note The exact file name of the installation executable file changes with each version as the new version number is incorporated into the name.


The JRE software installs in the C:\Program Files\Cisco\Java\JRE\j2re1.4.2_11 directory.


Verifying and Reinitializing Subscriber Connections

If the connections between the publisher database server and the subscriber servers within a cluster are broken for any reason, you cannot copy the database to the subscriber servers.

Verifying the Status of the Subscription

To determine whether the connections between the publisher database server and the subscriber servers within a cluster are broken, wait 35 minutes after you have installed the last subscriber server in the cluster. Then, open SQL Server Enterprise Manager. If a red X icon appears next to the subscription, it indicates that the subscription is broken.

Reinitializing the Subscription/Starting the Replication Snapshot Agent

If you determine that one or more subscription connections are broken, as indicated by the red X icon next to the subscriptions, reinitialize the subscriptions and start the replication snapshot agent on the publisher database server.

Procedure


Step 1 Open SQL Server Enterprise Manager by choosing Start > Programs > Microsoft SQL Server 2000 > Enterprise Manager.

Step 2 In the following path, choose the name of the publisher database that you are configuring: Microsoft SQL Servers/SQL Server Group/<this server's hostname>/Databases/<the publisher database name>Publications.

Step 3 In the main window, right-click the subscription name and choose Reinitialize all Subscriptions. Click Yes to confirm.

Step 4 In the following path, choose the Snapshot Agents folder: Microsoft SQL Servers/SQL Server Group/<this server's hostname>/Replication Monitor/Agents.

Step 5 Right-click the publication name that matches the database name that you are configuring; then, click Start.


In rare cases, the reinitialization of the subscriptions may not work. If you determine that the previous procedure did not work as expected, contact the team that provides technical assistance for this product; for example, your Cisco Partner or the Cisco Technical Assistance Center (TAC).

Analyzing Error Messages

This section includes information about resolving error messages and other failures. The section includes the following topics:

Installation Messages

Resolving Name Resolution Failures

Installation Messages

The following messages may display in dialog boxes (not the log file) during the installation. You can obtain and review the log file, ccminst <data/time stamp>.log, from C:\Program Files\Common Files\Cisco\Logs.

Table 6 Installation Messages 

Message
Reason
Corrective Action

During the installation process, you may be prompted, possibly multiple times, to reboot the server to install a critical component.

Follow the instructions in the dialog box:

(1) Reboot the server.

(2) Log in as the administrator.

Consider this to be an informational message only.

To continue the installation, Click OK.

You must provide the Computer Name of the publisher server. IP addresses or fully qualified DNS names are not allowed.

You must not enter periods (.) when you enter the publisher database server name.

Reenter the information correctly.

You must provide the publisher server name when installing a subscriber.

This message displays when you install Cisco Unified CallManager on the subscriber server and do not provide the publisher database server name.

Reenter the information correctly.

You have entered an invalid product key. Please re-enter the key.

You entered an invalid product key.

See the Cisco CRS installation documentation to obtain the Cisco CRS product keys. See this document for the Cisco Unified CallManager product key.

You must enter a password.

This message displays when you do not enter a password, but the application requires a password for the installation to occur.

Enter the correct password.

The passwords that you entered do not match.

This message displays when you enter a password more than one time, but the password that you enter does not match the password on the server.

Enter the same password on all servers in the cluster.

The password that you entered is not valid.

You entered an invalid password.

Enter the correct password.

You must enter a phrase from 1 to 15 characters in length. This phrase may contain English lower-case letters, English upper-case letters, Westernized Arabic numerals, and the following Non-alphanumeric "special characters" { } . < > : ? / | \ ` ~ ! @ $ ^ & * ( ) _ - +

You entered invalid characters for the private password phrase.

Enter valid characters.

The installation has detected pending file operations. You must reboot the server before continuing. The installation will now abort.

Pending file operations are occurring.

Reboot the server and then install Cisco Unified CallManager.

You are not logged on as `Administrator'. You must log in by using local Administrator user name and password to install Cisco Unified CallManager.

You did not log in to the server with the local Administrator user name and password.

Log in to the server with the local Administrator user name and password.

You do not have administrator privileges. You must have administrator privileges to install Cisco Unified CallManager.

You do not have administrative privileges.

Log in to the server with an account that has administrative privileges.

Windows 2003 Server is not installed. You must install operating system supplied by Cisco before you can install Cisco Unified CallManager. For more information, refer to the Installing the Operating System on the Cisco IP Telephony Applications Server and Upgrading Cisco Unified CallManager documents. The installation will now abort.

You did not install the appropriate version of the operating system.

Make sure that you installed the operating system version 2003.1.1 (or later) on all dedicated and coresident servers. Upgrade to 2003.1.1 (or later) and install the latest service release before installing Cisco Unified CallManager.

You must install CallManager by double clicking CCMSetup.exe.

You tried to install Cisco Unified CallManager by double clicking the msi file that is part of the Cisco Unified CallManager package.

Double-click the file CCMSetup.exe.

Cisco Unified CallManager could not install the SUN Microsystems JRE component. Review the Cisco Unified CallManager installation logs to determine cause of failure, take appropriate action. For more information refer, to the Cisco Unified CallManager installation documents.

JRE installation failed.

Obtain and examine the log file.

Cisco Unified CallManager installation has detected JRE version <JREVERSION> installed at <JRELOCATION>. Uninstall this version of JRE from the server and rerun the installation. To continue the installation, you must disable or stop any anti-virus protection, intrusion detection software, and other third-party applications, and then rerun the installation program.

Installation detected a version of JRE that is not compatible or a version that may not have all necessary components installed

Uninstall the current JRE version and rerun the installation program.

Cisco Unified CallManager successfully installed Sun JRE and requires the server to be rebooted. To continue the installation, you must disable or stop any anti-virus protection, intrusion detection software, and other third-party applications, and then rerun the installation program.

Cisco Unified CallManager requires the server to be rebooted to continue the installation.

Reboot the server and rerun the installation program.

If you have installed intrusion detection or anti-virus protection software, you must stop and disable these applications from the Services Control console before you continue with the Cisco Unified CallManager installation. All other installed third-party applications must be uninstalled before proceeding with the Cisco Unified CallManager installation. Failure to follow these directives could result in un-recoverable errors. Would you like to proceed?

This message always displays to alert the administrator of the requirements.

If you have Cisco-verified applications (Cisco Partner Applications) or platform agents that are installed on the server, you must disable/uninstall them and stop the services.

Because the <BUILDVERSION> of this Cisco Unified CallManager MSI package is not compatible with the Cisco Unified CallManager setup file (ccmsetup.exe), make sure that you are using the ccmsetup.exe that was distributed with this version of Cisco Unified CallManager. The installation will now abort.

The MSI package is not compatible with the Cisco Unified CallManager setup file.

Use the ccmsetup.exe file that was distributed with this version of Cisco Unified CallManager.

The installation detected that the server exists in a domain. When a server exists in a domain, authentication between servers may fail, or the non-default domain security policies may be so restrictive that the Cisco Unified CallManager installation cannot build critical NT Accounts during an upgrade. If server is not removed from the domain and added to a workgroup, upgrade errors, upgrade failures, or a total system failure, which includes a loss of data and a complete reinstallation of Cisco Unified CallManager, could result. Would you like to proceed?

The server exists in a domain.

Before you continue the installation, Cisco strongly recommends that you remove all servers in the cluster from the domain.

This release of Cisco Unified CallManager is not supported on this server model. The installation will now abort.

You cannot install this version of Cisco Unified CallManager on this server.

Refer to the Cisco Unified CallManager Compatibility Matrix for a list of servers on which you can install this version of Cisco Unified CallManager. To obtain the most recent version of this document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf

The installation program does not have enough disk space on the C drive to complete the installation. The installation program requires that you have 3.0 gigabytes of disk space available on your server. Make at least 3.0 gigabytes of disk space available and restart the installation.

You do not have enough disk space on the C: drive of your server to install Cisco Unified CallManager.

Create enough disk space on the C: drive and restart the installation.

The local security policy "Restrict CD-ROM access to locally logged-on user only" is enabled. This setting interferes with the Cisco Unified CallManager installation. Please disable this setting using the Local Security Policy utility, reboot, and rerun the Cisco Unified CallManager installation.

This message displays when the "Restrict CD-ROM access to locally logged-on user only" local security policy is enabled on your server.

Disable this setting by using the Local Security Policy utility, reboot, and rerun the Cisco Unified CallManager installation.

For more information, see the "Disabling the Restrict CD-ROM Access to Locally Logged-On User Only Security Policy" section.

This package is for upgrades of existing Cisco Unified CallManager installations only.

You attempted to use the Cisco Unified CallManager web download file to install Cisco Unified CallManager.

Use the disks that came with the software kit to install Cisco Unified CallManager

A newer version of Cisco Unified CallManager is already installed.

This message displays when you attempt to install a previous version of Cisco Unified CallManager after a successful installation of a later version.

Remove the disk from the drive.

Cisco Unified CallManager install did not complete successfully. Review the log file for more information.

The Cisco Unified CallManager installation failed.

Obtain and examine the log file.

Unable to locate MSI package associated with this bootstrapper.

You did not copy all the files that came with the Cisco Unified CallManager installation package to the server.

Copy the complete installation package to the server and rerun the Cisco Unified CallManager installation.

Error opening MSI package.

Cisco Unified CallManager Setup cannot find the MSI package.

This message displays if you encounter a media problem; insert the disk again.

This package has already been installed.

This message displays when you attempt to install the same version of Cisco Unified CallManager again after a successful installation.

Remove the disk from the drive.

An unexpected error occurred.

An error occurred during the Cisco Unified CallManager Setup.

Obtain and examine the log file.

An unexpected error occurred while creating the log directory.

The installation could not create the log file directory.

Verify that security policies on the server are not restrictive.

Failure occurred trying to get DBNAME value from registry. Aborting Cisco Unified CallManager installation.

The installation could not read DBNAME value from registry on the local machine.

Reboot the server and rerun the Cisco Unified CallManager installation.

Failure occurred trying to validate the format of DBNAME value. Aborting Cisco Unified CallManager installation.

The registry contains an invalid format of the DBNAME value. This only occurs if you manually modified this value.

Make sure that the DBNAME value is in the format CCM0xxx, where x stands for any digits.

Current OS version does not meet minimum requirements. This version of CallManager requires the minimum OS version to be <MinOSVersion>. The minimum baseline OS image version is <MinOSBaseVersion>.

For more information, refer to the "Installing the Operating System on the Cisco Unified Communications Applications Server and Upgrading Cisco Unified CallManager" documents. The installation will now abort.

This version of Cisco CallManger requires Cisco-provided operating system version 2003.1.1 (or later).

Refer to Cisco Compatibility Matrix to review which versions are compatible for installation. To access the document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf.

For installation information, refer to the Installing the Operating System on the Cisco Unified Communications Applications Server and Upgrading Cisco Unified CallManager documents.

Installing Cisco Unified CallManager using Terminal Services is not allowed. Install will now abort.

Cisco does not support Terminal Services for Cisco Unified CallManager installations, upgrades, or configuration tasks.

Cisco Technical Assistance Center (TAC) uses Terminal Services for remote management and troubleshooting tasks.

If you want to use Virtual Network Computing (VNC), obtain the most recent version of the documentation at http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm.

Failed to launch <name of executable>, aborting install.

The installation attempted to launch the executable, and the launch failed.

Obtain and examine the log file. You may have a media problem.

Failure occurred during the Cisco Directory installation. Refer to the log file C:\Program Files\Common Files\Cisco\Directory\IntegratedSetup.trc for details. Aborting Cisco Unified CallManager install.

The DC Directory installation failed.

Obtain and examine the log file.

Failure occurred during the Cisco Unified CallManager installation. Please look at the Cisco Unified CallManager installation log file for details. Aborting Cisco Unified CallManager installation.

The Cisco Unified CallManager installation detected an error while copying files.

Stop all platform agents and Cisco-verified applications and restart the installation.

Obtain and examine the log file.

The Cisco Unified CallManager installation detected an error while copying files. Stop all platform agents and Cisco-verified applications, and restart the installation. For more information, refer to the Upgrading Cisco Unified CallManager document.

The Cisco Unified CallManager installation failed to copy files to your server.

Stop all platform agents and Cisco-verified applications and restart the installation. For more information, see the "Performing Preinstallation Tasks" section

Either passwords do not match or a network connectivity error occurred.

During the subscriber server installation, one of the following errors occurred:

Network connectivity failed.

You entered NT service account password that does not match the password on the publisher database server.

You did not enter the correct name of the publisher database server.

Do all the following tasks:

Verify the connection between the subscriber and publisher database servers.

Make sure that you enter the same NT service account password that you entered on the publisher database server.

Make sure that you enter the correct publisher database server name.

The password of [X] does not match the password on the publisher [servername]. For details, review the log file [Z].

The username and/or password of the user who is installing Cisco Unified CallManager on the subscriber server does not match the username and/or password on the publisher database server.

Make sure that you entered the correct publisher server name and that the username and password on the publisher and subscriber match.

Because no network connectivity exists or you entered the incorrect publisher server name, the installation could not verify the password of [username] against the publisher [servername]. For details, review the log file [X].

During Subscriber installation, this message occurs if no network connection exists between the subscriber and publisher database servers or you did not enter the correct name of the publisher database server.

Verify the connection between the publisher database server and subscriber server and make sure that you entered the correct publisher database server name.

Either the password of [X] does not match the password on the publisher [Y], or a network connectivity error occurred. For details, review the log file [Z].

One of the following problems occurred:

No network connectivity exists between the publisher database server and the subscriber server.

The username and/or password of the user who is installing Cisco Unified CallManager on the subscriber server does not match the username and/or password on the publisher database server.

You entered the incorrect publisher database server name.

Do each of the following tasks:

Verify the connection between the publisher database server and subscriber server.

Make sure that you installed Cisco Unified CallManager on the publisher database server and subscriber server by using the Administrator username and password.

Make sure that you entered the correct publisher database server name.

The private password phrase does not match the private password phrase on the publisher [servername]. For details, review the log file [Y].

During the subscribe server installation, one of the following problems occurred:

The passwords of the NT service accounts did not match.

You entered the incorrect publisher database server name.

You entered a different private password phase on the publisher database server than you entered on the subscriber server.

Do each of the following tasks:

Make sure that a trusted connection exists between the subscriber server and the publisher database server.

Make sure that you entered the correct publisher database server.

Make sure that you entered the same private password phrase that you entered on the publisher database server.

The installation failed to verify the Cisco Unified CallManager version that runs on the publisher database server. Cancel the installation, and review the log file at C:\Program Files\ Common Files\Cisco\Logs\ CCMUIInst.log.

During subscriber server installation, this error occurs if no network connection exists between the subscriber and publisher database servers or if you did not enter the correct name of the publisher database server.

Verify the connection between the publisher database server and subscriber database server and make sure that you entered the correct publisher database server name.

The Cisco Unified CallManager version that you are installing on this subscriber does not match the version running on the publisher database server. Cancel the installation and ensure the publisher is upgraded to this Cisco Unified CallManager version before you continue.

You attempted to install a different version of Cisco Unified CallManager on the subscriber database server than the version that you installed on the publisher database server.

Install the same version of Cisco Unified CallManager on the subscriber database server that you installed on the publisher database server.

Configuration changes to the Cisco Unified CallManager server do not take effect until you restart your system. Click Yes to restart the computer now or No if you plan to restart the computer later.

This message displays when you make configurational changes to Cisco Unified CallManager during installation.

You do not need to take any corrective action.

Cisco Unified CallManager installation detected a service control file from a previous failed installation. This may have resulted in incorrect service Startup Type settings. Click: "Yes" to continue installing with the current settings, "No" to reset service startup types to the original settings and exit the installation program, or "Cancel" to exit the installation program with no further action.

This message displays when the installation program detects a previous failed installation.

Cisco recommends that you choose Yes and continue installing Cisco Unified CallManager with the current settings.

To proceed, the installation program must update the configuration and restart the server. To continue the installation with these changes and restart the server now, click OK. To abort the installation, click Cancel.

Consider this to be an informational message only.

Cisco recommends that you click OK to continue the installation.

UMX.dll failed to register. After you complete the installation, review the log file.

UMX.dll failed to register because the process creation failed, the process terminated abnormally, or an error occurred when regsvr32 was executing.

Verify that you rebooted the server after the installation. Execute a command prompt, enter regsvr32 C:\dcdsrvr\lib\UMX.dll, and press Enter.

To verify that you corrected the problem, try to add a new user in Cisco Unified CallManager Administration on this server.

Indexing directory data did not finish. After you complete the installation, review the log file. C:\dcdsrvr\log\DirInstallValidation.log.

The installation could not determine whether the DC Directory completed the indexing of its data.

Continue with installation. At the end of the installation, reboot the server when prompted to do so. After you reboot the server, bring up the services control and wait for DC Directory Server to have a status of started.

If this is a publisher database server, you can install Cisco Unified CallManager on the subscriber database servers.

If this is a subscriber database server, go to a command window and enter dcdrepcl trigger all. Depending on the number of users that are configured in your system, the service may be in the starting state for a long time before changing to a started state.

The Cisco Unified CallManager installation failed to stop <list of services> service(s). Please reboot the server, manually stop the service(s), and rerun the Cisco Unified CallManager installation program.

The installation program failed to stop the services during installation.

Reboot the server, manually stop the service(s), and rerun the Cisco Unified CallManager installation program.

The installation encountered an unknown error while trying to resolve the Publisher server name [X]. For more information, review the log file CCMInstUI.log.

The name resolution of the publisher server failed.

Verify that you correctly entered the publisher server name. To verify the hosts file, see the "Resolving Name Resolution Failures" section.

The installation could not resolve the Publisher server name [X] to a valid IP address. Verify that you entered the correct publisher server name, and review the log file CCMInstUI.log for more information.

You entered the wrong publisher server name, or the hosts file has the wrong information.

Verify that you correctly entered the publisher server name. To verify the hosts file, see the "Resolving Name Resolution Failures" section.

The installation successfully resolved the Publisher server name [X] to IP address [Y] but could not resolve the IP address back to a host name.

The reverse name resolution of the Cisco Unified CallManager publisher server failed.

Verify that you correctly entered the publisher server name. To verify the hosts file, see the "Resolving Name Resolution Failures" section.

The installation successfully resolved the Publisher server name [X] to IP address [Y] and resolved the IP address back to the host name [Z]. The resolved host name does not match the server name that you entered.

The publisher server name that you entered does not match the server name that the installation program retrieved after completing forward and reverse name resolution.

Verify that you correctly entered the publisher server name. To verify the hosts file, see the "Resolving Name Resolution Failures" section.

Because mapped network drives exist on the server, the installation could not verify the password of [username] against the publisher [servername]. Disconnect all the mapped drives, reboot the system, and rerun the installation. For details, review the log file [x].

The installation could not verify that the password on the subscriber server matches the password on the publisher database server.

Disconnect all the mapped drives, reboot the system, and rerun the installation.

Because mapped network drives exist on the server, the installation could not verify the private password phrase against the publisher [servername]. Disconnect all the mapped drives, reboot the system, and rerun the installation. For details, review the log file [z].

The installation could not verify that the private password phrase on the subscriber server matches the private password phrase on the publisher database server.

Disconnect all the mapped drives, reboot the system, and rerun the installation.

The installation could not verify the private password phrase on the publisher <server name>, because the user does not have permission to access the publisher server over the network. For details, review the log file <log file name>.

The installation could not verify the private password phrase on the publisher <server name> because the user does not have permission to access the publisher server over the network. For details, review the log file <log file name>.

During the installation of a subscriber server, the installation program could not verify the private password phrase against the publisher server because of the security settings on either the publisher or the subscriber server.

The following probable causes exist:

The publisher or the subscriber server was in a domain during the installation.

Some local security policy settings that exist on the machine prevented the installation program from performing this operation.

Cisco Unified CallManager installation failed while installing Microsoft SQL 2000. Review the Cisco Unified CallManager installation logs to determine the cause of failure. Take appropriate action and reinstall both the Cisco Unified Communications Operating System and Cisco Unified CallManager program. For more information refer, to the Cisco Unified CallManager installation documents.

The following items comprise the probable causes:

The target machine probably has a virus.

Cisco Security Agent, antivirus software, or other third-party application was installed and running.

Review the Cisco Unified CallManager installation to determine the cause of failure. Take appropriate action to either remove the virus or disable the specified software and then reinstall both the Cisco Unified Communications Operating System and Cisco Unified CallManager program.

Cisco Unified CallManager successfully installed Microsoft SQL 2000 and requires the server to be rebooted. To continue the installation, you must disable or stop any anti-virus protection, intrusion detection software, and other third-party software, and then rerun the installation program. When the server reboots, you must rerun the installation program to continue your installation.

Antivirus, intrusion detection, or other third-party application was installed and running

To continue the installation, you must do the following tasks:

a. Disable or stop any antivirus or intrusion detection software, as well as any other third-party application.

b. Rerun the installation program.

c. After the server reboots, rerun the installation program if it does not automatically continue.

Cisco Unified CallManager installation failed while installing Microsoft SQL 2000 SP4. Review the Cisco Unified CallManager installation logs to determine cause of failure, take appropriate action. Download Microsoft SQL 2000 service pack 4 (or later) from Cisco.com, install it on the server, and rerun the Cisco Unified CallManager installation program. For more information refer, to the Cisco Unified CallManager installation documents.

The following items comprise the probable causes:

The target machine probably has virus.

Cisco Security Agent, antivirus software or other third-party application was installed and running.

Download Microsoft SQL 2000 service pack 4 (or later) from Cisco.com, install the service pack on the server, and then rerun the Cisco Unified CallManager installation program.

Cisco Unified CallManager successfully installed Microsoft SQL 2000 SP3A and requires the server to be rebooted. To continue the installation, you must disable or stop any antivirus protection, intrusion detection software, and other third-party applications, and then rerun the installation program. When the server reboots, you must rerun the installation program to continue your installation. The installation program automatically reboots the server and the installation will continue.

Antivirus, intrusion detection, or other third-party application was installed and running

To continue the installation, you must do the following tasks:

a. Disable or stop any antivirus or intrusion detection software, as well as any other third-party application.

b. Rerun the installation program.

c. After the server reboots, rerun the installation program if it does not automatically continue.

Cisco Unified CallManager could not install the Microsoft MDAC Hotfix MS04-003 at this time.

When the installation has finished, please reapply the latest Cisco OS Upgrade Service Release.

For more information refer to the Cisco Unified CallManager installation documents

The hotfix timeout of 1800 seconds expired.

This condition does not affect the Cisco Unified CallManager installation, but when the installation finishes, reapply the latest Cisco OS Upgrade Service Release.

Cisco Unified CallManager could not install the Microsoft SQL 2000 Hotfix MS03-031.

When the installation has finished, download the SQL 2000 Hotfix MS03-031 from cisco.com, and manually install it.

For more information refer to the Cisco Unified CallManager installation documents

The Microsoft SQL Hotfix MS03-031 installation failed, possibly because Cisco CSA or an antivirus software was installed and running.

This situation does not affect the Cisco Unified CallManager installation. When the installation finishes, disable Cisco CSA or the antivirus software, download the SQL 2000 Hotfix MS03-031 from cisco.com, and manually install it. You can reenable Cisco CSA and the antivirus software after installing the hotfix.

You can download the file SQL2K-MS03-031.exe at http://www.cisco.com/cgi-bin/tablebuild.pl/cmva-3des-archive

The installation program detected an insufficient amount of memory for this version of Cisco Unified CallManager to function properly on this server. You may continue installing this version on a subscriber server, but you must increase the amount of memory on this server to a minimum of 2 GB after the installation to avoid any system problems.

The server does not meet the minimum memory requirement.

You may continue the installation, but Cisco recommends that you increase the memory on this server to a minimum of 2 GB after the installation to avoid system problems.

The installation program detected an insufficient amount of memory for this version of Cisco Unified CallManager to function properly on this server. Please increase the amount of memory you have on this server to a minimum of 2 GB before you install this version of the program.

The server does not meet the minimum memory requirement.

Increase the memory on this server to a minimum of 2 GB before you install Cisco Unified CallManager.

DBAccess Failure
Attempt to access the database has failed.
Collect c:\install\dbinstall\dbinstallxxx.txt for diagnosis.

During subscriber server installation, this error occurs if issues exist in the replication of databases between the subscriber and publisher database servers or if you did not enter the correct name of the publisher database server.

Verify the replication between the publisher database server and subscriber server and make sure that you entered the correct publisher database server name. To verify the hosts and lmhosts files, see the "Resolving Name Resolution Failures" section.

BARS is not installed. Install BARS first before continuing

Because BARS software is not installed on the system, the user needs to install a supported version of BARS before Cisco Unified CallManager install.

Install a supported version of BARS. Refer to the Cisco Unified CallManager Compatibility Matrix for a list of versions which you can install. To obtain the most recent version of this document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf.

BARS installed version did not meet the minimum supported version requirement. Install the correct BARS version before continuing.

The installed BARS version did not met the minimum support requirement. User will need to install the minimum support BARS version.

Install a supported version of BARS. Refer to the Cisco Unified CallManager Compatibility Matrix for a list of versions which you can install. To obtain the most recent version of this document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf.

The Backup Archive file did not created by using the minimum supported BARS version. Use the correct BARS version to create the backup archive file before continuing.

The Backup archive does not get created by using the minimum supported BARS version.

Install a supported version of BARS. Refer to the Cisco Unified CallManager Compatibility Matrix for a list of versions which you can install. To obtain the most recent version of this document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf.

BARS installed version is older version than the BARS version that was used to create the Backup Archive file. Install the correct BARS version before continuing.

The BARS software version on the system is older than the BARS version that was used to create the Backup Archive file.

Install the same version of BARS that you used to create the backup archive file.

A function call error occurred.

An exception occurred when Cisco Unified CallManager install tried to execute the BARS API function.

Contact Cisco Technical Support.

An error occurred.

This should never happen. This is an unknown situation.

Contact Cisco Technical Support.

The BARS Backup file was not taken from this computer, or the computer name is wrong. Correct the problem before continuing.

The Computer name does not match to the backup archive data.

Locate the backup file taken from this computer, or make sure that the computer name matches the backup archive data.

The Backup Archive Cisco Unified CallManager version is not a supported upgrade version. Correct the problem before continuing.

The Backup CallManager version does not represent a support upgrade version; for example, 3.2(3).

Create a backup with a supported version of BARS. Refer to the Cisco Unified CallManager Compatibility Matrix for a list of versions which you can install. To obtain the most recent version of this document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf.

The Database name does not appear in BARS Backup file.

The system cannot retrieve the database name from the backup archive file; for example, CCM0300.

Contact Technical Support.

The backup file does not exist on the local machine.

The backup file does not exist on the local hard drive. Currently, the archive file needs to reside on the local drive before doing the Cisco Unified CallManager install.

Put the archive file on the local drive before continuing the installation.

Input the full path backup file name.

This situation happens when user enters the archive file name on the edit box without supplying the full path name.

Enter the full path to the archive file, not just the archive file name.

The Backup Archive Cisco Unified CallManager Version is not a supported upgrade version.

Verify the supported upgrade version matrix from CCO.

Continue to do the upgrade at your own risk. Do you want to continue? <Yes/No>

This popup message will display if the Backup archive Cisco Unified CallManger is not a supported version but falls in the range of 3.3(0.0) and 4.2(65535, 65535).

The current support Cisco Unified CallManager upgrade version comprises 3.3(5), 4.0(2)a, 4.1(3), 4.2(1), 4.2(2), and 4.2(3).

Create a backup file with a supported version of BARS. Refer to the Cisco Unified CallManager Compatibility Matrix for a list of supported versions. To obtain the most recent version of this document, go to http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf.


Resolving Name Resolution Failures

Cisco Unified CallManager requires NetBIOS and IP name resolution. An incorrect WINS (NetBIOS) or DNS (IP) configuration could result in a service outage.

To resolve name resolution failures, consult with your network administrator to confirm NetBIOS and IP name resolution within the entire network, which includes local device IP configurations, local device name resolution (LMHOSTS and HOSTS), network-based name resolution systems (WINS and DNS), and DHCP systems.


Note Cisco recommends that you use either local or network-based name resolution and not both at the same time.



Note If you use local name resolution and you change the IP address of any server, you must update the LMHOSTS and HOSTS files of every affected server within the network accordingly. For the changes to take effect, either reboot each affected server or complete the tasks in Step 4.



Note If you use a network-based name resolution and you change the IP address of any server, you must update the WINS and DNS (including RARP) systems. For the changes to take effect, either reboot each affected server or complete the tasks in Step 4.


Procedure


Step 1 Obtain the IP address, hostname, and DNS suffix of each server in the cluster by using the ipconfig /all and hostname commands on each server.

Step 2 Populate the hosts files on each server in the cluster with the names and IP addresses of all servers in the cluster. Find the hosts files in c:\winnt\system32\drivers\etc.

The following example illustrates a hosts file where cm1 represents the hostname and mydomain.com represents the default DNS suffix or connection-specific DNS suffix from the ipconfig /all command output.

127.0.0.1 localhost
1.3.5.9 cm1 cm1.mydomain.com
1.2.4.8 cm2 cm2.mydomain.com

Step 3 Populate the lmhosts files on each server in the cluster with the names and IP addresses of all servers in the cluster. Find the lmhosts files in c:\winnt\system32\drivers\etc.

The following example illustrates a lmhosts file where cm1 represents the hostname.

1.3.5.9 cm1 #PRE
1.2.4.8 cm2 #PRE

Step 4 For the changes to take effect, issue the following commands on each server:

ipconfig /flushdns
nbtstat -R


Note Be aware that the letter "R" is case sensitive in the command.


Step 5 Confirm the changes were successfully loaded by performing the following procedures:

a. Examine the output of nbtstat -c

The names of all other servers in the cluster should appear with a life of -1. The names appear multiple times.

The following example represents the output of the nbtstat -c command:

Name
 
Type
Host Address
Life [sec]

CM2

<03>

UNIQUE

1.3.5.9

-1

CM2

<00>

UNIQUE

1.3.5.9

-1

CM2

<20>

UNIQUE

1.3.5.9

-1

CM1

<03>

UNIQUE

1.2.4.8

-1

CM1

<00>

UNIQUE

1.2.4.8

-1

CM1

<20>

UNIQUE

1.2.4.8

-1


b. Examine the output of ipconfig /displaydns. You should have at least one forward and one reverse entry for every server in the cluster. The following example contains two forward entries and two reverse entries per server.

Forward Entries

cm1.mydomain.com.
------------------------------------------------------
Record Name . . . . . : cm1.mydomain.com
Record Type . . . . . : 1
Time To Live  . . . . : 30682708
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . :
>                     1.2.4.8
cm1.
------------------------------------------------------
Record Name . . . . . : cm1
Record Type . . . . . : 1
Time To Live  . . . . : 30682708
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . :
>                     1.2.4.8

Reverse Entries

8.4.2.1.in-addr.arpa.

------------------------------------------------------

Record Name . . . . . : 8.4.2.1.in-addr.arpa
Record Type . . . . . : 12
Time To Live  . . . . : 30682708
Data Length . . . . . : 4
Section . . . . . . . : Answer
PTR Record  . . . . . :
>                     cm1
 
   
Record Name . . . . . : 8.4.2.1.in-addr.arpa
Record Type . . . . . : 12
Time To Live  . . . . : 30682708
Data Length . . . . . : 4
Section . . . . . . . : Answer
PTR Record  . . . . . :

cm1.mydomain.com

Disabling the Restrict CD-ROM Access to Locally Logged-On User Only Security Policy

If you receive the message that the local security policy "Restrict CD-ROM access to locally logged-on user only" is enabled, you must disable the setting, reboot the server, and rerun the Cisco Unified CallManager installation. Use the following procedure to disable the security policy.

Procedure


Step 1 To open the Local Security Policy utility, choose Start > Programs > Administrative Tools > Local Security Policy.

Step 2 Expand the Local Policies folder in the left pane and choose the Security Options folder.

Step 3 In the right pane, choose the Restrict CD-ROM access to locally logged-on user only policy and press Enter.

The Local Security Policy dialog box displays.

Step 4 Choose the Disabled radio button and click OK.

Step 5 Exit the Local Security Policy utility.

Step 6 Reboot the server.

Step 7 Restart the Cisco Unified CallManager installation.


Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

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

Product Documentation DVD

The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL:

http://www.cisco.com/univercd/home/home.htm

The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL:

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

Ordering Documentation

You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL:

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

If you do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Documentation Feedback

You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document.

Cisco Product Security Overview

This product contains cryptographic features and is subject to United States and local country laws governing import, export, transfer and use. Delivery of Cisco cryptographic products does not imply third-party authority to import, export, distribute or use encryption. Importers, exporters, distributors and users are responsible for compliance with U.S. and local country laws. By using this product you agree to comply with applicable laws and regulations. If you are unable to comply with U.S. and local laws, return this product immediately.

A summary of U.S. laws governing Cisco cryptographic products may be found at: http://www.cisco.com/wwl/export/crypto/tool/stqrg.html. If you require further assistance please contact us by sending email to  export@cisco.com

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 will find information about how to do the following:

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, security notices, and security responses for Cisco products is available at this URL:

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

To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at 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 have identified a vulnerability in a Cisco product, contact PSIRT:

For emergencies only — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

For nonemergencies — psirt@cisco.com

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

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x.

Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.

If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.


Product Alerts and Field Notices

Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive these announcements by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information.

To access the Product Alert Tool, you must be a registered Cisco.com user. Registered users can access the tool at this URL:

http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en

To register as a Cisco.com user, go to this URL:

http://tools.cisco.com/RPF/register/register.do

Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Support Website

The Cisco 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 at this URL:

http://www.cisco.com/en/US/support/index.html

Access to all tools on the Cisco 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 Before you submit a request for service online or by phone, use the Cisco Product Identification Tool to locate your product serial number. You can access this tool from the Cisco Support website by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list. This 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.



Tip Displaying and Searching on Cisco.com

If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5.

To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. After using the Search box on the Cisco.com home page, click the Advanced Search link next to the Search box on the resulting page and then click the Technical Support & Documentation radio button.

To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web page.


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 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 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)—An existing 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 operations 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 the network is impaired while 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.

The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco e-mail newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive. To visit the Cisco Online Subscription Center, go to this URL:

http://www.cisco.com/offer/subscribe

The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco channel product offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:

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

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, 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

Internet Protocol Journal is a quarterly journal published by Cisco 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

Networking products offered by Cisco, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website where networking professionals share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

"What's New in Cisco Documentation" is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of "What's New in Cisco Documentation" at this URL:

http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm

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