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Cisco Unified Communications Manager (CallManager)

Release Notes for Cisco Unified CallManager Release 4.2(1)

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Release Notes for Cisco CallManager Release 4.2(1)

Table Of Contents

Release Notes for Cisco CallManager Release 4.2(1)

Contents

Introduction

System Requirements

Determining the Software Version

Compatibility Matrix and Supported Upgrades

Related Documentation

New and Changed Information

Cisco CallManager 4.2(1) Installation and Upgrade Guidelines

Installation and Upgrade

Upgrade Assistant Utility

Backup and Restore

Operating System Installation Guidelines

Upgrading to Cisco CallManager Release 4.2(1)

New and Changed Information for Cisco CallManager Features

Multilevel Precedence and Preemption Enhancements

Device Mobility

Cisco CallManager Attendant Console and Call Pickup Limitation

Call Pickup Notification

Directed Call Park

IPMA Enhancements

Cisco Messaging Interface Enhancements

Call Forwarding Enhancements

Password Management Features

Log Out of Hunt Groups

Voice-Mail-Related Changes to Hunt List and Hunt Pilot

New MLPP Service Lockout Enterprise Parameter

Phone Button Template

Call Diagnostics and Voice Quality Metrics

Overlap Sending and Receiving for H.323 Gateways

SDL Traces

Cisco CallManager T1 CAS Hookflash Transfer Support

New and Changed Information for Cisco IP Phones

New and Changed Information for Cisco Emergency Responder 1.3(1)

New and Changed Information for Bulk Administration Tool

New and Changed Information for Cisco CallManager Dialed Number Analyzer

New and Changed Information for Cisco Personal Assistant 1.4(5)

New and Changed Information for Third-Party and SDK Applications

JTAPI Enhancements

Cisco TSP Enhancements

Show Line Group Member DN in finalCalledPartyNumber CDR Field Service Parameter

Cisco CallManager 4.2(1) AXL Programming

Cisco CallManager 4.2(1) Call Detail Record Definition

Installation Notes

Limitations and Restrictions

Important Notes

CSCso79248 Do Not Run installxml.vbs in Unified CM Release 3.3 and Later

Configuring Regions (Region Relationship) For SIP Devices with the MTP Required Option Enabled

Caveats

Resolved Caveats for Cisco CallManager - Release 4.2(1)

Using Bug Toolkit

Saving Bug Toolkit Queries

Open Caveats for Cisco CallManager - Release 4.2(1)

Troubleshooting

Documentation Updates

Errors

Bulk Administration Tool User Guide Title Error

Changes

Device Mobility Info Configuration Window

Device Pool Configuration Window

Behavior Enhancements to Join

Omissions

Malicious Call Identification Restrictions

TAPS Installation Procedure for CCM4.1(3)SR2 and Subsequent Releases

Obtaining Documentation

Cisco.com

Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Release Notes for Cisco CallManager Release 4.2(1)


Updated June 23, 2008

Table 1 Modification History

Date
Change Made

June 23, 2008

Under Important Notes, added "CSCso79248 Do Not Run installxml.vbs in Unified CM Release 3.3 and Later" section

November 16, 2007

Corrected "Upgraded Memory Requirement" section


These release notes describe the new features and caveats for Cisco CallManager release 4.2(1).


Note To view the release notes for previous versions of Cisco CallManager, go to: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_2/rel_note/index.htm


Before you install Cisco CallManager, Cisco recommends that you review the "Caveats" section for information about issues that may affect your system.

For a list of the open and resolved caveats for Cisco CallManager release 4.2(1), see the "Resolved Caveats for Cisco CallManager - Release 4.2(1)" section and the "Open Caveats for Cisco CallManager - Release 4.2(1)" section. Updates for these release notes occur with every maintenance release and major release.

To access the documentation suite for voice products, refer to the following URL:

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

You can access the latest software upgrades and release notes for all versions of Cisco CallManager on Cisco Connection Online (CCO) at the following URL:

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

Contents

These release notes discuss the following topics:

Introduction

System Requirements

Related Documentation

New and Changed Information

Installation Notes

Limitations and Restrictions

Important Notes

Caveats

Troubleshooting

Documentation Updates

Obtaining Documentation

Documentation Feedback

Cisco Product Security Overview

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Introduction

Cisco CallManager, a network business communication system, provides high-quality telephony over IP networks. Cisco CallManager enables the conversion of conventional, proprietary, circuit-switched PBXs to multiservice, open LAN systems.

System Requirements

Make sure that you install and configure Cisco CallManager release 4.2(1) on a Cisco Media Convergence Server (MCS).

You may also install Cisco CallManager on a Cisco-approved HP server configuration or a Cisco-approved IBM server configuration.


Note Cisco CallManager 4.1(3) and subsequent releases require upgraded memory for Cisco CallManager servers. See the "Upgraded Memory Requirement" section for additional information.



Caution The installation does not complete if you do not have the exact configuration.

Access the supported Cisco-approved server configuration for an IBM server or an HP server at the following URL:

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

For system hardware component information and system requirements, refer to Installing Cisco CallManager Release 4.2(1).

Determining the Software Version

To determine the software version of Cisco CallManager, open Cisco CallManager Administration; then, click Details on the main Cisco CallManager Administration window. The following information displays:

Cisco CallManager System version

Cisco CallManager Administration version

Database information and database DLL versions

Compatibility Matrix and Supported Upgrades

You can find which application versions are compatible with Cisco CallManager release 4.2(1) and which previous releases of Cisco CallManager have upgrade support by referring to the Cisco CallManager Compatibility Matrix at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm


Note Be aware that the release of Cisco IP telephony products does not always coincide with Cisco CallManager releases. If a product does not meet the compatibility testing requirements with Cisco CallManager, you need to wait until a compatible version of the product becomes available before you can upgrade to Cisco CallManager release 4.2(1). For the most current compatibility combinations and defects, refer to the documentation that is distributed with the Cisco IP telephony products.


Related Documentation

Refer to the Cisco CallManager Document Guide for a list of documents that are related to Cisco CallManager release 4.2 at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_2/doc_gd

Along with the documents that are listed in the Cisco CallManager Document Guide, the following list specifies other related documents for Cisco CallManager release 4.2:

Cisco CallManager 4.2(1) Call Detail Record Definition

Cisco IP Phone Services Application Development Notes 4.1(3)

Cisco JTAPI Installation Guide for Cisco CallManager 4.1(3)

Cisco JTAPI Developer's Guide for Cisco CallManager 4.2(1)

Cisco TAPI Installation Guide for Cisco CallManager 4.1(3)

Cisco TAPI Developer's Guide for Cisco CallManager 4.2(1)

Cisco CallManager Extension Mobility API Developer's Guide Release 4.1(3)

Cisco CallManager 4.2(1) AXL Programming Guide

Cisco CallManager 4.1(3) AXL Serviceability Programming Interface Guide

Cisco CallManager Dialed Number Analyzer Guide 4.2(1)

Cisco WebDialer API Reference 4.1(3)

Cisco Personal Assistant Installation and Administration Guide 1.4

System Error Messages for Cisco CallManager 4.2

New and Changed Information

This following sections describe new features and changes that are pertinent to this release of Cisco CallManager. The sections may include configuration tips for the administrator, information about users, and where to find more information.

Cisco CallManager 4.2(1) Installation and Upgrade Guidelines

Operating System Installation Guidelines

Upgrading to Cisco CallManager Release 4.2(1)

New and Changed Information for Cisco CallManager Features

New and Changed Information for Cisco IP Phones

New and Changed Information for Cisco Emergency Responder 1.3(1)

New and Changed Information for Bulk Administration Tool

New and Changed Information for Cisco CallManager Dialed Number Analyzer

New and Changed Information for Cisco Personal Assistant 1.4(5)

New and Changed Information for Third-Party and SDK Applications

Cisco CallManager 4.2(1) Installation and Upgrade Guidelines

This section includes information about the guidelines that apply to Cisco CallManager 4.2(1) installation and upgrade procedures:

Installation and Upgrade

Upgrade Assistant Utility

Backup and Restore

Installation and Upgrade

Cisco CallManager 4.2(1) implements the following installation and upgrade guidelines:

You can upgrade your servers from Cisco CallManager release 3.3(5), 4.0(2a), and 4.1(3) to Cisco CallManager release 4.2(1). See the "Compatibility Matrix and Supported Upgrades" section for more information about supported upgrade paths.

The upgrade process requires Cisco IP Telephony operating system (OS) version 2000.4.2 with OS and the latest service release 2000.4-2-sr(x). While the upgrade process may not check for the installation of the latest service release, Cisco recommends that you install it to avoid Windows security issues. See the "Operating System Installation Guidelines" section for additional information.

This section includes the following topics:

Upgraded Memory Requirement

Adding Cisco CallManager Servers as Members of a Windows Domain

Upgraded Memory Requirement

The Cisco CallManager installation requires a minimum of 2 GB of memory on the Cisco CallManager publisher server. If the installation process detects less than 2 GB of memory, the installation aborts.

The installation process performs a similar check on the Cisco CallManager subscriber server; it may allow the installation to continue if it detects less than the minimum requirement.


Note To avoid system problems, such as dropped calls, make sure that your servers have a minimum of 2 GB of memory installed.


Adding Cisco CallManager Servers as Members of a Windows Domain

Cisco does not recommend adding Cisco CallManager servers as members of a Microsoft Windows domain. To prevent failures that may occur by the server being a member of a domain, Cisco CallManager 4.1(3) modified the installation process to abort the installation and display the following message if it detects that the server is in a Windows domain:

"The installation has 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 too restrictive for the Cisco CallManager installation to build critical NT Accounts during an upgrade. Your server must be removed from the domain and added to a workgroup to reduce installation and upgrade errors, failures, or a total system failure, which would result in a loss of data and a complete reinstallation of Cisco CallManager. The installation will now abort."


Note Prior to this change, the installation process provided a warning about removing servers from a domain and a user option to continue or abort the installation.


To continue, you must first remove the Cisco CallManager server from the Windows domain and add it as a Workgroup member before you can install or upgrade Cisco CallManager on your server.

If your system architecture depends on servers joining a Windows domain, you must disable the Network Time Protocol (NTP) software, which Cisco CallManager installed, 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 During installation, you must choose to install Cisco CallManager as a server in a workgroup.



Note Do not make any modifications to the installed NTP configuration file (NTP.CONF); otherwise, you may encounter synchronization problems with CDRs, Traces, and Event Logging. Cisco does not support any modifications to the installed NTP configuration file.


Follow this procedure to disable the Cisco-installed NTP software on a server:

Procedure


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

Step 2 Double-click the Network Time Protocol service.

Step 3 Choose Disabled in the Startup type field.

Step 4 Click Stop.

Step 5 Click OK.



Caution Cisco CallManager 4.2(1) will abort the installation process if it detects that the server is in a Windows domain. Therefore, you must first remove the Cisco CallManager server from the Windows domain and add it as a workgroup member before you can install or upgrade Cisco CallManager on your server.

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.

For more information, refer to http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCeg67072

Upgrade Assistant Utility

Cisco CallManager Upgrade Assistant Utility 4.2(1) replaces previous versions.

This release of Cisco CallManager Upgrade Assistant Utility supports multiple version upgrades; that is, you can use Cisco CallManager Upgrade Assistant Utility version 4.2(1) or later to detect the health of your servers before you upgrade to Cisco CallManager release 3.3(5), 4.0(2a), 4.1(3), or 4.2(1)

For additional information, refer to Using Cisco CallManager Upgrade Assistant Utility 4.2(1) at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_2/install/upgrade/index.htm

Backup and Restore

The following guidelines apply to Cisco CallManager backup and restore procedures:

The Cisco IP Telephony Backup and Restore System (BARS) version 4.0(9) or later supports Cisco CallManager 4.2(1).

Cisco CallManager release 3.3 and later no longer supports Cisco IP Telephony Applications Backup Utility version 3.5.

For additional information about backup and restore procedures, refer to the Cisco IP Telephony Applications Backup website at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/backup/


Note Check the Cisco CallManager Compatibility Matrix for the latest information about supported compatibility combinations. See the "Compatibility Matrix and Supported Upgrades" section for more information.


Where to Find More Information

Installing Cisco CallManager Release 4.2(1)

Upgrading Cisco CallManager Release 4.2(1)

Operating System Installation Guidelines

Before you upgrade to Cisco CallManager release 4.2(1), you must install the Cisco IP Telephony operating system version 2000.4.2 with the latest service release 2000.4-2-sr(x). While the upgrade process may not check for the installation of the latest service release, Cisco recommends that you install it to avoid Windows security issues.


Tip Refer to the following URL for information about the latest version of the Cisco-provided operating system, installation procedures, and release notes: http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/install/index.htm.



Note Newer servers, such as the MCS-7835-H1-IPC1, require an operating system installation kit that contains CD/DVD media. Use the operating system upgrade only to upgrade earlier versions of the operating system to the new level (service packs, hotfixes, configuration settings, BIOS, firmware, and drivers).


Where to Find More Information

Installing Cisco CallManager 4.2(1)

Upgrading to Cisco CallManager Release 4.2(1)

For detailed information about upgrading to Cisco CallManager 4.2(1), refer to Upgrading Cisco CallManager Release 4.2(1). For additional guidelines about Cisco CallManager installation and upgrades, see the "Cisco CallManager 4.2(1) Installation and Upgrade Guidelines" section.


Tip To verify which versions of Cisco CallManager are compatible for upgrade, refer to the most recent version of the Cisco CallManager Compatibility Matrix at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm


The following guidelines apply to upgrading to Cisco CallManager 4.2(1):


Note Important: Before Upgrading to Cisco CallManager 4.2(1), remove any call forwarding that is set on voicemail ports that are used only for outbound calls and message waiting indication.


Valid upgrades to Cisco CallManager 4.2(1) include Cisco CallManager versions 3.3(5), 4.0(2a), and 4.1(3). You can use the updated Cisco CallManager software kit CD-ROM disks that are available for this upgrade.

If your server runs Cisco CallManager release 4.0(2a) or 4.1(3), you can upgrade your server to release 4.2(1) by using the web download file that is available at: http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

If your server runs Cisco CallManager release 3.2 or earlier, you must use the Cisco CallManager software kit CD-ROM disks to first upgrade every server in the cluster to the latest version of Cisco CallManager release 3.3 or 4.0 before you can upgrade to a version of Cisco CallManager release 4.2.


Note For information about upgrading to Cisco CallManager release 3.3 or 4.0, refer to the appropriate version of the Upgrading Cisco CallManager document.


You cannot upgrade directly from Cisco CallManager release 3.2 or earlier to Cisco CallManager release 4.2.


Tip Refer to the Cisco CallManager Compatibility Matrix for important information about the supported upgrade path for each Cisco CallManager release.


New and Changed Information for Cisco CallManager Features

The following sections describe new and changed information related to Cisco CallManager features:

Multilevel Precedence and Preemption Enhancements

Device Mobility

Cisco CallManager Attendant Console and Call Pickup Limitation

Call Pickup Notification

Directed Call Park

IPMA Enhancements

Cisco Messaging Interface Enhancements

Call Forwarding Enhancements

Password Management Features

Log Out of Hunt Groups

Voice-Mail-Related Changes to Hunt List and Hunt Pilot

New MLPP Service Lockout Enterprise Parameter

Phone Button Template

Call Diagnostics and Voice Quality Metrics

Overlap Sending and Receiving for H.323 Gateways

SDL Traces

Cisco CallManager T1 CAS Hookflash Transfer Support

Multilevel Precedence and Preemption Enhancements

MLPP includes the following additional features for the Defense Red Switched Network (DRSN):

Support to map MLPP precedence levels to DSCP values in the TOS field of the IP header

Support for MLPP-enabled, UUIE-based PRI-4ESS interface across inter-cluster trunks

V150.1 Modem Relay support for CCM inter-cluster trunking configurations

Cisco CallManager 4.2(1) includes the following configuration enhancements to support these features:

UUIE Configuration on H.225 and Intercluster Trunk Configuration window for 4ESS protocol:

Passing Precedence Level Through UUIE

Security Access Level

You can map the following precedence levels to DSCP values in the Service Parameters window:

Executive Override

Flash Override

Flash

Immediate

Priority

Tunneling of MLPP precedence level information can be carried in a PRI UUIE across an H.323 inter-cluster trunk via non-standard control data within a H.225 UUIE.

DSCP marking creates multiple expedited forwarding classification levels that correspond to MLPP precedence levels.

Where to Find More Information

Introducing MLPP, Cisco CallManager Feature and Services Guide

Trunk Configuration, Cisco CallManager Administration Guide

Device Mobility

Cisco CallManager uses IP subnets and device pools that contain location information to determine a device home location. By linking IP subnets to locations, the system can determine whether a device is at its home location or a remote location and register the device accordingly.

To support device mobility, modifications to the device pool structure separate the user information from the location and mobility information. Beginning with Cisco CallManager release 4.2(1), the device pool now contains the information that pertains to the device itself and to device mobility. An added common profile allows you to configure all the user-related information. You must associate each device with the common profile for user based information.


Note Device pools that were already configured automatically migrate to the new structure as part of the upgrade to Cisco CallManager release 4.2(1).


In addition to the device pool and common profile, device mobility uses device mobility groups, physical locations, and device mobility information to determine device identity and roaming properties and configuration. The following sections provide additional details:

Device Pool and Common Profile

Device Mobility Design

Device Pool and Common Profile

Parameters that previously were included in the device pool include parameters that pertain to the device itself and device mobility and the set that pertain to the user.

The Device Pool window contains these parameters:

Device Pool Name

Cisco CallManager Group

Date/Time Group

Region

SRST Reference

Calling Search Space for Auto-registration

Media Resource Group List

Network Locale

Device Mobility Group

Location

Physical Location

Connection Monitor Duration

Device Mobility Calling Search Space

AAR Calling Search Space

AAR Group

The Common Profile window now includes these parameters that were formerly included in the device pool:

Common Profile Settings

Common Profile Name

Softkey Template

Network Hold MOH Audio Source

User Hold MOH Audio Source

User Locale

Multilevel Precedence and Preemption (MLPP) Information

MLPP Indication

MLPP Preemption

MLPP Domain

Device Mobility Design

To design an efficient device mobility structure, you must first determine how to divide the network into hierarchical groupings with distinct device mobility properties and make the proper associations among the groupings. This is done using device mobility groups, physical locations, device pools, and subnet-based device mobility information.

Device Mobility Groups

Device mobility groups represent the highest level geographic entities in your network. Depending upon the network size and scope, your device mobility groups could represent countries, regions, states or provinces, cities, or other entities. For example, an enterprise with a worldwide network might choose device mobility groups that represent individual countries, whereas an enterprise with a national or regional network might define device mobility groups that represent states, provinces, or cities.

Movement of a device from one device mobility group to another represents the highest level movement that Cisco CallManager recognizes.

Physical Location

Physical location represents the next division below that of device mobility group. Physical locations provide a means of distinguishing the parameters that relate to a specific geographical location from other parameters. For example, a Music on Hold (MOH) server may serve a specific office or campus within the enterprise. When a device roams to another office or campus and reregisters with Cisco CallManager, having the device served by the MOH server at the roaming location represents best practice. By defining the physical location according to availability of services such as MOH, you can assure efficient and cost-effective reassignment of services as devices move from one physical location to another. Depending upon the network structure and allocation of services, you can define physical locations based upon city, enterprise campus, or building.

Device Pools

After the device mobility groups and physical locations are identified, you can associate them with device pools. Each device pool contains the set of parameters that apply to devices, and adding the device mobility group and physical location ties the device pool to those entities.

Device Mobility Information

In the final step in designing a device mobility structure, you associate subnets with the device pools that contain the device mobility group and physical location information. When a phone registers and obtains an IP address, the system compares the address to device mobility subnets that are associated with one or more device pools. The matching subnet becomes the device home subnet for the purpose of device mobility.

Phone Configuration

After the device mobility structure is in place, you can turn device mobility on for IP phones that are provisioned to be mobile.

Where to Find More Information

Device Mobility Info Configuration Window

Device Pool Configuration Window

Cisco CallManager Device Mobility, Cisco CallManager Features and Services Guide

Cisco CallManager Attendant Console and Call Pickup Limitation

Cisco CallManager Attendant console does not work with call pickup. The attendant console user interface cannot appropriately handle calls coming from or made to phones that belong to a call pickup group due to Cisco Java Telephony Applications Programming Interface (JTAPI) and computer telephony integration (CTI) limitations.

Where to Find More Information

Call Pickup, Cisco CallManager System Guide

Call Pickup Notification

This new feature allows users to receive an audio and/or visual alert when a call rings on a phone in pickup groups in which they are a member. For multiple line phones, the alert is available for pickup groups associated with the primary line only.

You can configure the following notification parameters in the Call Pickup Group Configuration window:

Type of notification (audio, visual, both, or neither)

Content of the visual notification message (called party identification, calling party identification, both, or neither)

Number of seconds delay between the time the call comes into the original called party and the notification to the rest of the call pickup group members

You can configure the type of audio notification that is provided when a phone is idle or in use in the Directory Number Configuration window.

Supported Cisco IP Phones

Cisco IP Phone 7970G/7971G

Cisco IP Phone 7961GE/7941GE

Cisco IP Phone 7961G/7941G

Cisco IP Phone 7960G/7940G

Cisco IP Phone 7911G

Cisco IP Phones 7905G/7912G

Where to Find More Information

Cisco IP Phone Configuration, Cisco CallManager Administration Guide

Directory Number Configuration Settings, Cisco CallManager Administration Guide

Advanced Call Handling, phone user guides

Directed Call Park

Directed Call Park allows a user to transfer a parked call to an available user-selected directed call park number. Configure directed call park numbers in the new Cisco CallManager Directed Call Park Configuration window. Configured directed call park numbers exist cluster wide. You can configure phones that support the directed call park Busy Lamp Field (BLF) button to monitor the busy/idle status of specific directed call park numbers. Users can also use the BLF button to speed dial a directed call park number.

A user can retrieve a parked call by dialing a configured retrieval prefix followed by the directed call park number where the call is parked.


Note Cisco recommends that you treat Call Park (a hold function) and Directed Call Park (a transfer function) as mutually exclusive: enable one or the other, but not both. If you do enable both, ensure that the numbers that are assigned to each are exclusive and do not overlap.


Supported Cisco IP Phones

Cisco IP Phone 7970G/7971G

Cisco IP Phone 7961GE/7941GE

Cisco IP Phone 7961G/7941G

Cisco IP Phones 7960G/7940G

Cisco IP Phone Expansion Module 7914

With the directed call park Busy Lamp Field (BLF) button, users can determine when a directed call park number is available or occupied as follows:

Cisco IP Phone 7970G/7971G displays Available Park Number or Occupied Park Number .

On Cisco IP Phones 7961GE/7941GE, 7961G/7941G, and 7960G/7940G, radio buttons display available or occupied .

Where to Find More Information

Call Park and Directed Call Park, Cisco CallManager Features and Services Guide

Advanced Call Handling, phone user guides

IPMA Enhancements

The following enhancements have been added for Cisco IP Manager Assistant (IPMA):

IPMA wizard: A web page has been added to the IPMA wizard to configure the IPMA secondary phone service.

BAT support is provided for Cisco IP Phones 7940, 7960, and 7970 (see Open Caveats for Cisco CallManager - Release 4.2(1), [CSCsd21938] for related caveat information).

In addition, Cisco IP Manager Assistant for Cisco CallManager 4.2 includes enhancements for using Cisco IPMA on the assistant phone. With this release, the assistant can use the physical phone buttons and softkeys to perform most of the call-handling tasks that the assistant can perform using the IPMA Assistant Console application.

Cisco recommends that an assistant use the Cisco IPMA-on-phone features only if that assistant supports no more than five people.

Supported Cisco IP Phones

The following Cisco IP Phone models support the Cisco IPMA on-phone features:

Cisco IP Phone 7971G

Cisco IP Phone 7970G

Cisco IP Phone 7961G

Cisco IP Phone 7960G

Cisco IP Phone 7941G

Cisco IP Phone 7940G

Where to Find More Information

For Assistants—How to Use Cisco IPMA on Your Phone, Cisco IP Manager Assistant User Guide

Cisco IP Manager Assistant With Proxy Line Support, Cisco CallManager Features and Services Guide

Cisco Messaging Interface Enhancements

The Cisco Messaging Interface (CMI) allows you to connect a simplified message desk interface (SMDI)-compliant external voice-messaging system with the Cisco CallManager. The CMI service provides the communication between a voice-messaging system and Cisco CallManager. The SMDI defines a way for a phone system to provide a voice-messaging system with the information that is needed to intelligently process incoming calls.

With this release, you can now configure the CMI service parameters to define an alternate directory number and partition to be used when a non voice mail pilot number is dialed.


Note Users who have additional applications running on the voice-messaging system that require SMDI can configure the additional directory number (alternate DN). CMI will intercept all calls to this DN and generate an SMDI message over the serial cable to the server that is running the additional application. You make the partition for the alternate DN relevant online if you specify the alternate DN.


Where to Find More Information

Services, Cisco CallManager System Guide

Call Forwarding Enhancements

Cisco CallManager 4.2(1) provides the following enhancements to the forwarding and Automated Alternate Routing (AAR) logic to redirect calls that cannot be connected due to no bandwidth or an unregistered directory number:

No Bandwidth

This enhancement applies AAR treatment to calls that are blocked due to insufficient bandwidth using the new AAR Settings fields (AAR Destination Mask, AAR Voicemail Enabled).

Unregistered Phone

This enhancement forwards calls that are routed to a directory number with no registered devices.

See the "Cisco TSP Enhancements" section for full descriptions of these Call Forwarding enhancements.

Where to Find More Information

Cisco TSP Enhancements

Cisco IP Phones, Cisco CallManager System Guide

Password Management Features

The following enterprise directories can provide password management features after they are integrated with the Cisco CallManager:

Microsoft Active Directory (AD), available with Microsoft Windows 2000

Microsoft Active Directory (AD 2003), available with Microsoft Windows 2003

Netscape Directory Server (Version 4.x), iPlanet Directory Server (Version 5.1), and Sun ONE Directory Server (Version 5.2)


Note The Cisco CallManager embedded DC-Directory does not support password management features.


You can configure password management features for Cisco CallManager (LDAP) users, and, if MLA is enabled, for administrative users. You can configure the following password management features:

Require users to change their passwords when they access their accounts for the first time after creation or after the administrator has reset the password.

Require users to create strong passwords by adhering to configurable length and complexity rules.

Require users to change their passwords after a configurable time.

Refer to your enterprise directory documentation for password management configuration procedures.


Note Cisco CallManager cannot notify users that their passwords are about to expire. If a password expires, the user cannot log in to CallManager User Options to change it and must request a password reset from the enterprise directory administrator. Cisco recommends that you take this into consideration when you communicate password management requirements to users.



Caution To prevent disruption of critical access to the system, never configure a password expiration time for the following system users: CCMAdministrator, CCMSysUser, IPMASysUser, and any other system user that any Cisco CallManager application creates and uses. You must set passwords for these users to never expire.

User Cache Flush Timeout (Minutes) Enterprise Parameter

The new User Cache Flush Timeout enterprise parameter designates the interval (in minutes) between flushes of the MLA cache that contains user credentials, and is therefore a factor in periodic password expiration. Every time that MLA flushes the cache, it synchronizes itself with the latest user credentials information from the integrated enterprise directory server.

The lower the value of this parameter, the higher the potential for performance degradation in outside polling applications such as the Real Time Monitoring Tool (RTMT). The higher the value of this parameter, the higher the risk that a user is inappropriately authenticated based on cached credentials that are no longer valid.

You can set this enterprise parameter to any of the following values: No Caching, 5, 10, 20, 30, 45, or 60. The User Cache Flush Timeout enterprise parameter specifies the default value of 5 minutes.

Supported Cisco IP Phones

Cisco IP Phone 7970G/7971G

Cisco IP Phone 7961GE/7941GE

Cisco IP Phone 7961G/7941G

Cisco IP Phone 7960G/7940G

Cisco IP Phone 7905G/7912G

Cisco IP Phone 7911G

Where to Find More Information

Multilevel Administration, Cisco CallManager System Guide

Multilevel Administration Configuration, Cisco CallManager Administration Guide

Installing the Cisco Customer Directory Configuration Plugin for Cisco CallManager Release 4.2(1)

Consult the documentation for your specific enterprise directory for password management feature configuration procedures

Log Out of Hunt Groups

The Log Out of Hunt Groups feature allows phone users to log their phones out from receiving calls that get routed to directory numbers that belong to line groups to which the phone lines are associated. Regardless of the phone status, the phone rings normally for incoming calls that are not calls to the line group(s) that are associated with the phone. The phone provides a visual status of the login state, so the user can determine by looking at the phone whether they are logged in to their line group(s).

The Log Out of Hunt Groups feature also comprises the following components:

The HLog softkey allows a phone user to log a phone out of all line groups to which the phone directory numbers belong. Configure the HLog softkey in the Softkey Layout Configuration window. When the user presses the HLog softkey, the phone screen displays "Logged out of Hunt Group." When the user presses the HLog softkey again to log back in and receive hunt group calls, the "Logged out of Hunt Group" notification on the phone screen clears.

The Hunt Group Logoff Notification service parameter in the Clusterwide Parameters (Device - Phone) section of the Service Parameters Configuration window for the Cisco CallManager service must be configured to enable this feature.

The Log Out of Hunt Groups feature, which is device-based, operates differently for non-shared lines and for shared lines.

Supported Cisco IP Phones

Cisco IP Phone 7970G/7971G

Cisco IP Phone 7961GE/7941GE

Cisco IP Phone 7961G/7941G

Cisco IP Phone 7960G/7940G

Cisco IP Phone 7905G/7912G

Cisco IP Phone 7911G

Where to Find More Information

Understanding Route Plans, Cisco CallManager System Guide

Softkey Template Configuration, Cisco CallManager Administration Guide

Advanced Call Handling, phone user guides

Voice-Mail-Related Changes to Hunt List and Hunt Pilot

Several modifications to Cisco CallManager Administration address the problem of voice-mail calls that get rejected when hunt list use reaches a maximum because all voice-mail ports are in use.

If you intend to use a hunt list for voice messaging, check the new For Voice Mail Usage check box in the Hunt List Configuration window. Also, if you intend to use a hunt list for voice messaging, all members of the line group(s) that you assign (add) to the hunt list must be voice-mail ports.

For details of the changes to hunt list configuration, refer to the "Adding a Hunt List" and "Adding Line Groups to a Hunt List" sections of the "Hunt List Configuration" chapter in the Cisco CallManager Administration Guide.

The description of the Hunt List field in the Hunt Pilot Configuration Settings table reminds you to check whether the hunt list that you choose for the voice-mail hunt pilot specifies a hunt list that has the For Voice Mail Usage check box checked.

For details of the changes to hunt pilot configuration, refer to the "Hunt Pilot Configuration Settings" section of the "Hunt Pilot Configuration" chapter in the Cisco CallManager Administration Guide.

Where to Find More Information

Hunt List Configuration, Cisco CallManager Administration Guide

Hunt Pilot Configuration, Cisco CallManager Administration Guide

New MLPP Service Lockout Enterprise Parameter

Release 4.2(1) adds a new enterprise parameter that affects Multilevel Precedence and Preemption (MLPP) configuration. The new enterprise parameter, MLPP Service Lockout, determines whether to override the max calls setting for a line to prevent supplementary services from conflicting with MLPP.

Where to Find More Information

Multilevel Precedence and Preemption, Cisco CallManager Features and Services Guide

Phone Button Template

You can create the Cisco IP Phone Expansion Module 7914 phone button template by renaming the phone button template used for the Cisco IP Phone 7960.

Where to Find More Information

Phone Button Template Configuration, Cisco CallManager Administration Guide.

Call Diagnostics and Voice Quality Metrics

You can configure Cisco IP Phones to collect call diagnostics and voice quality metrics by setting the Call Diagnostics Enabled service parameter to True in Cisco CallManager Administration. You can access the metrics to monitor voice quality and troubleshoot network problems. The Call Statistics screen on the phone displays counters, statistics, and voice quality metrics in the following ways:

During call—You can view the call information by pressing the ? button twice rapidly.

After the call—You can view the call information captured during the last call by displaying the Call Statistics screen


Note You can remotely view the call statistics information by using a web browser to access the Streaming Statistics web page.


To measure the voice quality of calls that are sent and received within the network, Cisco IP Phones use statistical metrics that are based on concealment events.

To use the metrics for monitoring voice quality, record the typical scores under normal conditions of zero packet loss, and use the metrics as a baseline for comparison.

Supported Cisco IP Phones

Cisco IP Phone 7970G/7971G

Cisco IP Phone 7961GE/7941GE

Cisco IP Phone 7961G/7941G

Cisco IP Phone 7960G/7940G

Cisco IP Phone 7911G

Where to Find More Information

Troubleshooting Cisco IP Phones, Cisco IP Phone Administration Guides

Cisco IP Phones, Cisco CallManager System Guide

Overlap Sending and Receiving for H.323 Gateways

Support is provided for overlap sending and receiving for H.323 gateways. It is not necessary for H.323 module users to dial all the digits for the setup message to be sent to an H.323 device. You can enable the overlap sending feature for the individual route pattern by using the Allow Overlap Sending checkbox on the Route Plan Configuration window. To enable the overlap receiving feature, you must set the CallManager Overlap Receiving Flag for H.323 service parameter.

Where to Find More Information

Client Matter Codes and Forced Authorization Codes, Cisco CallManager Features and Services Guide

SDL Traces

You can use the Asynchronous SDL Logging Enabled parameter to determine whether Cisco CallManager logs SDL traces in asynchronous mode. Asynchronous mode allows Cisco CallManager to manage SDL trace data independently from other call processing activities, which can improve Cisco CallManager performance. SDL trace output is not affected by this parameter setting; only the internal method data gathering is affected. In the event of a Cisco CallManager exe crash, it is possible that the SDL trace may not get fully logged. If asynchronous logging is enabled, an exception handler is called to ensure that all the SDL trace data collected up until the time of crash are fully logged.

Where to Find More Information

Trace, Cisco CallManager Serviceability System Guide

Cisco CallManager T1 CAS Hookflash Transfer Support

Hookflash transfer defines a signaling procedure that allows a device, such as a voice-messaging system, to transfer a call to another destination. While the device is connected to Cisco CallManager through a T1 CAS gateway, the device performs a hookflash procedure to perform the call transfer. Cisco CallManager responds to the hookflash procedure by using a blind transfer to move the call. When the call transfer completes, the voice channel that connected the original call to the device gets released.

Cisco CallManager supports hookflash transfer on the T1 CAS ports of all Media Gateway Control Protocol (MGCP) gateways (both IOS and non-IOS gateways).

Where to Find More Information

Understanding Cisco CallManager Voice Gateways, Cisco CallManager System Guide. This chapter contains a summary of gateway model information. Every model that lists the T1 CAS port type supports hookflash transfer on those ports.

New and Changed Information for Cisco IP Phones

Table 1 lists Cisco IP Phones that support new Cisco CallManager 4.2 features.


Note The following phones operate with Cisco CallManager 4.2; however, they do not support new Cisco CallManager 4.2 features: Cisco IP Phones 7985G, 7936, 7935, 7920, 7902G, Cisco Gateway VG248, and Cisco ATA 186 and 188.

Table 2 Cisco IP Phone Support for Cisco CallManager 4.2 Features 

Cisco CallManager 4.2 Feature
Cisco IP Phone Support
For more information

Call Pickup Notification

Cisco IP Phone 7970G/7971G
Cisco IP Phone 7961GE/7941GE
Cisco IP Phone 7961G/7941G
Cisco IP Phone 7960G/7940G
Cisco IP Phone 7911G
Cisco IP Phone 7905G/7912G

See the "Call Pickup Notification" section.

Directed Call Park

Cisco IP Phone 7970G/7971G
Cisco IP Phone 7961GE/7941GE
Cisco IP Phone 7961G/7941G
Cisco IP Phone 7960G/7940G
Cisco IP Phone Expansion Module 7914

See the "Directed Call Park" section.

Logging out of Hunt Groups

Cisco IP Phone 7970G/7971G
Cisco IP Phone 7961GE/7941GE
Cisco IP Phone 7961G/7941G
Cisco IP Phone 7960G/7940G
Cisco IP Phone 7905G/7912G
Cisco IP Phone 7911G

See the "Log Out of Hunt Groups" section.

Password Management

Cisco IP Phone 7970G/7971G
Cisco IP Phone 7961GE/7941GE
Cisco IP Phone 7961G/7941G
Cisco IP Phone 7960G/7940G
Cisco IP Phone 7905G/7912G
Cisco IP Phone 7911G

See the "Password Management Features" section.

Voice Quality Metrics

Cisco IP Phone 7970G/7971G
Cisco IP Phone 7961GE/7941GE
Cisco IP Phone 7961G/7941G
Cisco IP Phone 7960G/7940G
Cisco IP Phone 7911G

See the "Call Diagnostics and Voice Quality Metrics" section.



New and Changed Information for Cisco Emergency Responder 1.3(1)

Cisco  Emergency Responder (Cisco ER) 1.3(1) supports Cisco CallManager 4.2(1) in addition to Cisco CallManager 3.3, 4.0, and 4.1.

All Cisco ER servers must be version 1.3(1). This allows Cisco ER to support multiple Cisco CallManager 4.2(1) clusters. Cisco ER 1.3(1) will not work with previous versions of Cisco ER.

CER 1.3(1) supports upgrades from Cisco ER 1.2(1), Cisco ER 1.2(2), and Cisco ER 1.2(3).

Where to Find More Information

Cisco Emergency Responder Administration Guide 1.3

New and Changed Information for Bulk Administration Tool

Bulk Administration Tool (BAT), a web-based application, performs bulk transactions to the Cisco CallManager database. This section introduces the changes to BAT for Cisco CallManager 4.2:

You can upgrade to BAT Release 5.2(1) from any 5.0(x) or 5.1(x) release. Template migration occurs with upgrades from BAT Release 5.0(x) and 5.1(x) (and any intermediate release) to Release 5.2(1).

A new product-specific field, Type of DTMF Relay, is added to the VG200 Gateway Template Configuration window. Use this field to select the dual-tone multifrequency (DTMF) relay type to be used on the gateways.

A new field, Common Profile, is added in BAT. The common profile includes the attributes (services or features) that are associated with a particular user. You can choose the common profile to which you want to associate a device. Common profile is added to the following configuration windows:

FXS Ports template on a VG200 Gateway

FXO Trunks on VG200 Gateway

T1 PRI and E1 PRI trunks

T1 CAS trunks

Two new call pickup settings are added to the Insert Pickup Group window:

Call Pickup Group Notification Policy

Call Pickup Group Notification Timer

The following fields are added to Phone Template Configuration and User Device Profile Configuration windows:

Common Profile

AAR Group

Device Mobility Mode

Logged into Hunt Group

The following fields are added to the Adding a Line for Phone Template and Adding a Line User Device Profile windows:

Forward Unregistered Internal and Forward Unregistered External (Voice Mail, Coverage/Destination, and Calling Search Space)

Call Pickup Group Audio Alert Setting (Phone Idle), Call Pickup Group Audio Alert Setting (Phone Active)

AAR Voice Mail, AAR Destination Mask, AAR Group

The following options have been added to the VG200 Configuration window:

Common Profile

Type Of DTMF Relay (check box)

The following fields have been added to the Phone Configuration window:

Common Profile

AAR Group

Device Mobility Mode

For IPMA, BAT support is now provided for the following Cisco IP Phone models:

Cisco IP Phone 7940

Cisco IP Phone 7960

Cisco IP Phone 7970

Where to Find More Information

Cisco CallManager Bulk Administration Tool User Guide

Cisco CallManager Administration Guide

Cisco CallManager Serviceability Administration Guide

New and Changed Information for Cisco CallManager Dialed Number Analyzer

Cisco CallManager Dialed Number Analyzer 4.2(1) is a feature service that installs along with Cisco CallManager. The tool allows you to test a Cisco CallManager dial plan configuration prior to and after deploying the dial plan. You can use Dialed Number Analyzer (DNA) to test a dial plan by providing dialed digits as input. The tool analyzes the dialed digits and shows details of the calls. You can use these results to diagnose the dial plan, identify problems if any, and tune the dial plan before it is deployed.

The following changes in DNA apply to Cisco CallManager 4.2(1):

DNA supports the new transfer invoked Directed Call Park feature. DNA output results summary displays this pattern as a Directed Call Park pattern in the Dialed Number Analyzer Results window. The following fields display for this feature in the Results summary section:

Reversion Type

Reversion Number

Retrieval Number

Retrieval Prefix

DNA supports the new Log Out of Hunt Groups feature. This feature allows phone users to log their phones out from receiving calls that get routed to directory numbers that belong to line groups to which the phone lines are associated. Users can log back into hunt groups when ready to receive calls again. The Results Summary window displays LoggedIntoHuntGroup in the Call Flow section.

DNA supports the new call forward feature to reroute the calls which do not have sufficient bandwidth to a configured AAR Destination Mask and/or Voice Mail. A new field, AAR Destination Mask, gets used instead of the External Phone Number Mask to determine the AAR Destination to be dialed. The following fields display for this feature in the Results summary section:

Forward Unregistered Internal (Directory Number, Voice Mail, Voice Mailbox Number, Calling Search Spaces)

Forward Unregistered External (Directory Number, Voice Mail, Calling Search Space)

AAR Voice Mail Enabled

AAR Destination Mask

DNA supports the new Device Mobility feature of Cisco CallManager. This feature allows you to associate a device with the proper location information based on the IP address of the device. In DNA, the Find and List windows for phone, gateway, and trunk allow a new search parameter based on Common profile.

Where to Find More Information

Cisco CallManager Dialed Number Analyzer

Cisco CallManager Administration Guide

Cisco CallManager Serviceability Administration Guide

New and Changed Information for Cisco Personal Assistant 1.4(5)

Cisco Personal Assistant 1.4(5) has been qualified for use with Cisco CallManager 4.2. For Personal Assistant 1.4(5) to work with the Cisco CallManager 4.2 release, you must update the JTAPI files on each Personal Assistant server.


Note Because updating the JTAPI files requires that you stop and restart the Personal Assistant services, you should plan to update them when the suspension of Personal Assistant will have the least impact.


Perform the following procedure to update the JTAPI files:


Step 1 On the Personal Assistant server, stop the following six Personal Assistant services:

PAServer

PASPCS_<Locale>

PASPNLM

PASPREC_<Locale>

PASPRM

PAWebAdmin

Step 2 Browse to the C:\Program Files\Cisco Systems\Personal Assistant\Lib directory, and rename the jtapi.jar file. (For example, rename it jtapi_old.jar.)

Step 3 Copy the jtapi.jar file from the C:\CiscoPlugins\Server directory on the Cisco CallManager server to the C:\Program Files\Cisco Systems\Personal Assistant\Lib directory on the Personal Assistant server.

Step 4 Restart the six Personal Assistant services that you stopped in Step 1.

Step 5 Repeat the procedure on each Personal Assistant server that is connected to the Cisco CallManager server.

Where to Find More Information

For more information about Cisco Personal Assistant, refer to the following URL:

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


New and Changed Information for Third-Party and SDK Applications

This section describes the following new Cisco CallManager and third-party SDK applications features and changes that pertain to this release of Cisco CallManager:

JTAPI Enhancements

Cisco TSP Enhancements

Show Line Group Member DN in finalCalledPartyNumber CDR Field Service Parameter

Cisco CallManager 4.2(1) AXL Programming

Cisco CallManager 4.2(1) Call Detail Record Definition

JTAPI Enhancements

The following list describes the changes to Cisco JTAPI for Cisco CallManager 4.2(1):

Cisco CallManager version compatibility—It is not necessary to upgrade Cisco JTAPI version 2.1(x) when upgrading to Cisco CallManager 4.2(1), unless you want to use features that are new in Cisco JTAPI 2.2. Previously, it was required to upgrade Cisco JTAPI when upgrading Cisco CallManager.

If you downgrade Cisco CallManager 4.2 to version 4.1, you must also downgrade Cisco JTAPI from version 2.2 to version 2.1(x).

Forwarding on No Bandwidth and Unregistered—Enhances the forwarding logic to handle the No Bandwidth and Unregistered cases:

No Bandwidth: When a call cannot be delivered to a remote destination due to no bandwidth, the call is rerouted to the AAR Destination Mask or Voice Mail. The user makes these configuration changes from the Directory Number Configuration window of the Cisco Call Manager GUI.

Unregistered DN: When a call is targeted to an unregistered DN, the call is delivered to a DN configured for Call Forward on No Answer (CFNA), as in previous releases.

Transfer Invoked Directed Call Park—Allows the user to park a call by transferring the call to a user-selected park code.

When a call is transferred to a directed call park DN (dparked), the application sees a connection created for directed call park DN and the call control connection state is CallControlConnection.QUEUED. CiscoTransferstart and end events are delivered. An application can use the new interface on CiscoConnection to get the prefix code needed to unpark the call.

VoiceMailBox Support—Voice mailbox numbers are exposed, allowing CTI applications to forward calls from a directory number to the correct voice mailbox.

Privacy On Hold—Enhances the privacy of private held calls. Only the phone that placed a call on hold can retrieve that call, and the calling name and number are not displayed.

Where to Find More Information

For information about third-party and SDK applications, refer to the Cisco JTAPI Developer Guide for Cisco CallManager 4.2(1) at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/vpdd/cdd/4_2/

Cisco TSP Enhancements

This section describes the Cisco TSP enhancements for Cisco CallManager 4.2(1) in the following sections:

Cisco CallManager Version Compatibility

Windows 2003 Support

Call Forwarding

Privacy on Hold

Directed Call Park

Cisco CallManager Version Compatibility

It is not necessary to upgrade Cisco TSP when upgrading to Cisco CallManager 4.2(1), unless you want to use features that are new for the 4.2(1) release. Previously, it was required to upgrade Cisco TSP when upgrading Cisco CallManager.

Windows 2003 Support

Cisco TSP is now supported on Windows 2003.

Call Forwarding

Cisco CallManager 4.2(1) provides enhancements to the forwarding and Automated Alternate Routing (AAR) logic to redirect calls that cannot be connected due to no bandwidth or an unregistered directory number.

No Bandwidth

In this scenario a call comes in from a gateway at the central site (Centralized Call Manager Configuration) for a phone at a remote site. Previously, if AAR was enabled, and there was insufficient bandwidth to deliver the call to the remote site, Cisco CallManager rerouted the call through PSTN or other network by using an alternate number. The alternate number is derived from the external phone number mask. The AAR cannot redirect the call to an alternate destination (for example, a cell phone or voice mail).

Now you can configure an alternate call destination or direct the call to voicemail. No bandwidth calls are handled by AAR and are rerouted to the AAR Destination Mask or to voice mail.

TAPI applications receive the LINECALLREASON_FWDBUSY call reason in this scenario.

Unregistered Phone

In this scenario, a call is placed to a DN that is unregistered. Previously, that call was handled by the CFNA (Call Forward No Answer) forwarding logic.

Now Cisco CallManager can determine if the call is not answered or if the target DN is unregistered. This feature adds a new call forwarding type CFUR (Call Forward Unregistered) to handle the calls which are targeted to an unregistered DN.

TAPI applications receive the LINECALLREASON_FWDNOANSWER call reason in this scenario.

Privacy on Hold

A shared line cannot retrieve a held call on which privacy is enabled. However, a shared line can retrieve the call if its privacy mode is disabled.

When a privacy enabled call is put on hold, Cisco TSP reports the call state as CONNECTED INACTIVE for calls on shared lines.

Directed Call Park

This feature allows you to select a park code at which to park a call. Previously you could not select the park code; it was assigned automatically.

Cisco TSP sends the prefix code to the application as part of dwConnectedIDName in the format "Park Number:<PrefixCode><DParkDN>". Applications can use <PrefixCode> and <DParkDN> to unpark a parked call.

When the call is parked, unparked or reverted for the directed call park, the call reasons reported by Cisco TSP are the same as for the normal park cases:

LINECALLREASON_UNPARK is reported when the call is unparked.

LINECALLREASON_REMINDER is reported when call park reversion happens.

Where to Find More Information

For information about third-party and SDK applications, refer to the Cisco TAPI Developer Guide for Cisco CallManager 4.2(1) at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/vpdd/cdd/4_2/

Show Line Group Member DN in finalCalledPartyNumber CDR Field Service Parameter

This service parameter for the Cisco CallManager service allows you to specify either the line group directory number (DN) that picks up a call to a hunt pilot number or the hunt pilot number as the final called party number in the Call Detail Record (CDR).

Where to Find More Information

Cisco CallManager 4.2(1) Call Detail Record Definition

Cisco CallManager 4.2(1) AXL Programming

The AXL SOAP API is updated with new APIs and changes to existing APIs. Refer to the Cisco CallManager 4.2(1) AXL Programming Guide for more information.

Where to Find More Information

For information about third-party and SDK applications, refer to the Cisco CallManager 4.2(1) AXL Programming Guide at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/vpdd/cdd/4_2/

Cisco CallManager 4.2(1) Call Detail Record Definition

You can configure Cisco CallManager to report the directory number (DN) of the hunt group member who answered a direct call to the hunt pilot number in the final called party number field in the CDR. Previously, Cisco CallManager reported the hunt pilot DN in the final called party number field in the CDR.

Where to Find More Information

For information about third-party and SDK applications, refer to Cisco CallManager 4.2(1) Call Detail Record Definition at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/vpdd/cdd/4_2/

Installation Notes

For complete installation information, refer to the following document:

Installing Cisco CallManager Release 4.2(1)

For installation information specific to Cisco CallManager release 4.2(1), see the following sections:

System Requirements

Cisco CallManager 4.2(1) Installation and Upgrade Guidelines

Operating System Installation Guidelines

Upgrading to Cisco CallManager Release 4.2(1)

Limitations and Restrictions

You can find which application versions are compatible with Cisco CallManager release 4.2(1) and which previous release of Cisco CallManager has upgrade support by referring to the Cisco CallManager Compatibility Matrix at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm


Note Be aware that the release of Cisco IP telephony products does not always coincide with Cisco CallManager releases. If a product does not meet the compatibility testing requirements with Cisco CallManager, you need to wait until a compatible version of the product becomes available before you can upgrade to Cisco CallManager release 4.2(1). For the most current compatibility combinations and defects, refer to the documentation that is distributed with the Cisco IP telephony products.


Important Notes

The following section contains important information that may have been unavailable upon the initial release of documentation for Cisco CallManager release 4.2(1).

CSCso79248 Do Not Run installxml.vbs in Unified CM Release 3.3 and Later

Configuring Regions (Region Relationship) For SIP Devices with the MTP Required Option Enabled

CSCso79248 Do Not Run installxml.vbs in Unified CM Release 3.3 and Later

In previous releases, during the Unified CM installation, the installxml.vbs VB script got used to parse all the display instances and rules in the XML files, and upload the data into a table in the default database. In Unified CM Release 3.3 and later, the DBInstall.dll function CInstallXML performs the parsing of the XML files.

The troubleshooting guide for Cisco Unified CallManager (and Cisco CallManager) suggests that you can initialize the installxml.vbs script to fix problems with blank parameters after an upgrade. Do not initialize the installxml.vbs script as the troubleshooting guide recommends. Initializing the script erases all service parameters on the server.


Caution Cisco Unified CM releases 3.3.x or later do not use the installxml.vbs script. Running this script erases all Service Parameters in the server.

Configuring Regions (Region Relationship) For SIP Devices with the MTP Required Option Enabled

When you configure a region relationship, you must ensure that you choose an audio codec that has sufficient bandwidth for all the devices that will be used in a call. This includes configuring the codec for devices that will be in the same region as well as devices that are in different regions. When you configure a trunk or third-party phone to use the SIP protocol and Media Termination Point Required is enabled, Cisco CallManager Administration only allows you to choose a G.711 codec in the MTP Preferred Originating Codec field. When you assign the SIP trunk or third-party SIP phone with the MTP Required option enabled to the device pool for that region, you must verify that the region relationship between the SIP device and the MTP device is configured to use a codec with equal or greater bandwidth (G.711 or Wideband codec).

Caveats

This section contains information about resolved and open caveats for Cisco CallManager, Release 4.2(1), and instructions for using the online tools that will help you monitor the current status of caveats in the following sections:

Resolved Caveats for Cisco CallManager - Release 4.2(1)

Open Caveats for Cisco CallManager - Release 4.2(1)

Resolved Caveats for Cisco CallManager - Release 4.2(1)

You can find the latest resolved caveat information for Cisco CallManager release 4.2(1) by using Bug Toolkit, which is an online tool that is available for customers to query defects according to their own needs.


Tip You need an account with Cisco.com (Cisco Connection Online) to use Bug Toolkit to find open and resolved caveats of any severity for any release.

To access Bug Toolkit, log on to the following URL:
http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl


This section includes the following topics:

Using Bug Toolkit

Saving Bug Toolkit Queries

Using Bug Toolkit

To access Bug Toolkit, you need the following items:

Internet connection

Web browser

Cisco.com user ID and password

To use Bug Toolkit, follow this procedure.

Procedure


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

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

Step 2 Click the Launch Bug Toolkit hyperlink.

Step 3 If you are looking for information about a specific caveat, enter the ID number in the "Enter known bug ID:" field.

To view all caveats for Cisco CallManager, go to the "Search for bugs in other Cisco software and hardware products" section, and enter Cisco CallManager in the Product Name field. Alternatively, you can scroll through the product name list and click Cisco CallManager.

Step 4 Click Next. The Cisco CallManager search window displays.

Step 5 Choose the filters to query for caveats. You can choose any or all of the available options:

a. Choose the Cisco CallManager version:

Choose the major version for the major releases (such as, 4.2, 4.1, 4.0).

A major release contains significant new features, enhancements, architectural changes, and/or defect fixes.

Choose the revision for more specific information; for example, choosing major version 4.2 and revision version 1 queries for release 4.2(1) caveats.

A revision (maintenance) release primarily contains defect fixes to address specific problems, but it may also include new features and/or enhancements.

b. Choose the Features or Components to query; make your selection from the "Available" list and click Add to place your selection in the "Limit search to" list.

To query for all Cisco CallManager caveats for a specified release, choose "All Features" in the left window pane.


Note The default value specifies "All Features" and includes all of the items in the left window pane.


To query only for Cisco CallManager-related caveats, choose "ciscocm" and then click Add.

To query only for phone caveats, choose "ciscocm-phone" and then click Add.

To query only for gateway caveats, choose "voice-gateway" and then click Add.

c. Enter keywords to search for a caveat title and description, if desired.


Note To make queries less specific, use the All wildcard for the major version/revision, features/components, and keyword options.


d. Choose the Set Advanced Options, including the following items:

Bug Severity level—The default specifies 1-3.

Bug Status Group—Check the Fixed check box for resolved caveats.

Release Note Enclosure—The default specifies Valid Release Note Enclosure.

e. Click Next.


Bug Toolkit returns the list of caveats on the basis of your query.

You can modify your results by submitting another query and using different criteria.

You can save your query for future use. See the "Saving Bug Toolkit Queries" section.


Note For detailed online help with Bug Toolkit, click Help on any Bug Toolkit window.


Saving Bug Toolkit Queries

Bug Toolkit allows you to create and then save your queries to monitor a specific defect or network situation. You can edit a saved search at any time to change the alert conditions, the defects being watched, or the network profile.

Follow this procedure to save your Bug Toolkit queries.

Procedure


Step 1 Perform your search for caveats, as described in the "Using Bug Toolkit" section.

Step 2 In the search result window, click the This Search Criteria button that displays at the bottom of the window.

A new window displays.

Step 3 In the Name of saved search field, enter a name for the saved search.

Step 4 Under My Bug Groups, use one of the following options to save your defects in a bug group:

Click the Existing group radio button and choose an existing group name from the drop-down list box.

Click the Create new group named: radio button and enter a group name to create a new group for this saved search.


Note This bug group will contain the bugs that are identified by using the search criteria that you have saved. Each time that a new bug meets the search criteria, the system adds it to the group that you chose.


Bug Toolkit saves your bugs and searches, and makes them available through the My Stuff window. (The My Stuff window allows you to view, create, and/or modify existing bug groups or saved searches. Choose the My Stuff link to see a list of all your bug groups.)

Step 5 Under Email Update Options, you can choose to set optional e-mail notification preferences if you want to receive automatic updates of a bug status change. Bug Toolkit provides the following options:

Do NOT send me any email updates—If you choose this default setting, Bug Toolkit does not send e-mail notifications.

Send my updates to:—Click the radio button to choose this option to send e-mail notifications to the user ID that you enter in this field. Additional notification options include

Updates as they occur—Bug Toolkit provides updates that are based on status change.

Weekly summaries—Bug Toolkit provides weekly summary updates.

Apply these email update options to all of my saved searches—Check this check box to use these e-mail update options for all of your saved searches.

Step 6 To save your changes, click Save.

Step 7 A window displays the bug group(s) that you have saved. From this window, you can click a bug group name to see the bugs and the saved searches; you can also edit the search criteria.



Note For complete Cisco IP Phone firmware release note information, refer to the applicable firmware release notes for your specific model IP phone at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/english/


Open Caveats for Cisco CallManager - Release 4.2(1)

Table 3 describes possible unexpected behaviors by Cisco CallManager release 4.2(1), sorted by component. Unless otherwise noted, these caveats apply to all Cisco CallManager 4.x releases up to and including Cisco CallManager release 4.2(1).


Tip For more information about an individual defect, click the associated Identifier in Table 3 to access the online record for that defect, including workarounds.


Understanding the Fixed-in Version and the Integrated-in Fields in the Online Defect Record

When you open the online record for a defect, you may see data in the "First Fixed-in Version" or "Integrated-in" fields. The information that displays in these fields identifies the list of Cisco CallManager interim versions in which the defect was fixed. These interim versions then get integrated into Cisco CallManager releases.

Some more clearly defined versions include identification for Engineering Specials (ES) or Service Releases (SR); for example 03.3(04)ES29 and 04.0(02a)SR1. However, the version information that displays for the Cisco CallManager maintenance releases may not be as clearly identified.

The following examples show how you can decode the maintenance release interim version information. These examples show you the format of the interim version along with the corresponding Cisco CallManager release that includes that interim version. You can use these examples as guidance to better understand the presentation of information in these fields.

003.003(002.079) = Cisco CallManager release 3.3(3)

003.003(003.144) = Cisco CallManager release 3.3(4)

004.000(000.123) = Cisco CallManager release 4.0(1)

004.000(001.008) = Cisco CallManager release 4.0(2)

004.001(002.201) = Cisco CallManager release 4.1(3)


Note Because defect status continually changes, be aware that Table 3 reflects a snapshot of the defects that were open at the time this report was compiled. For an updated view of open defects, access Bug Toolkit and follow the instructions as described in the "Using Bug Toolkit" section.



Tip Bug Toolkit requires that you have an account with Cisco.com (Cisco Connection Online). By using the Bug Toolkit, you can find caveats of any severity for any release. Bug Toolkit may also provide a more current listing than this document provides. To access the Bug Toolkit, log on to the following URL: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl


Table 3 Open Caveats for Cisco CallManager Release 4.2(1) 

Identifier

Headline

Component: AXL

CSCsc97820

updateUser or addUser Administrative XML Layer (AXL) requests cannot set a user's default profile to None.

CSCsd03581

AXL updateVoiceMailPort does not update CSS or report error.

Component: BAT

CSCsb81278

BAT insert of All Detail skipping line 1.

CSCsc93724

Insertion of phones with users fails when you use the IPMA wizard.

Component: CMCTI

CSCsc31872

Sending CtiDbQueryCFWCSSReq requests from CTIManager to DB during failover (when lines are opened) can cause data loss.

CSCsc45686

VMBox fields show incorrect values in a QSIG call.

CSCsc59410

ICT-Vmbox: Incorrect values in vm box parameters.

CSCsc89583

Calls to CTI Route Point fail if CCM group is changed.

Component: Call Processing

CSCsc33185

Call Control: Incorrect reason code for third line in conference.

CSCsc69824

CDR: In the CDR Analysis and Reporting tool login window, if you click reset before you log in, then log in, the window indicates that login was successful even though it was not.

CSCsc69832

CDR: Pop-up message is missing when you click Remove/Add in the User/Device window.

CSCsd02896

CDR: origCallPrecedenceLevel is not set to the correct precedence value.

CSCsd02906

CDR: origCallTerminationOnBehalfOf field is set to 16 instead of 5.

CSCsd03212

H.323: CCM stops generating ring-back as it gets H245 LC open.

CSCsc97583

MGCP: Hookflash transfer fails when Progress or Alert not received from the telco.

CSCsc92724

QSIG: Forward information is not displayed in a scenario in QSIG.

CSCsc15482

SCCP: Phone does not display the precedence bubble during a conference.

CSCee93063

SS-Callback: Callback fails or is unreliable when Publisher is down.

CSCsa62078

SS-Callback: CCM does not honor the terminating PBX method of choice for QSIG callback.

CSCsb61482

SS-Callback: Callback notification is incorrect when there is a higher priority call to a phone in other location.

CSCsc05209

SS-Callback: Call park reversion message is not displaying on phone.

CSCsd01783

SS-DcallparkFrom to To is not changing in phone display after call park reversion.

CSCsd05494

SS-Pathreplace: Conference of a Call Forward All call does not display the conference label.

CSCsc17976

SS-Supplementary Services: Call reroute over QSIG PRI displays VMBox mask as the original DN on the CFA.

CSCsc62081

System: CCM SDL Out of Service / In Service causes unexpected Unity failover.

Component: Database Administration

CSCsd00316

Check should be there for already subscribed services in CCMUser.

CSCsd01630

Admin window not displaying the names if they are created with more spaces.

CSCsd02750

Selected call pickup group number should not be shown as available.

Component: Directory

CSCsc87440

User should be allowed to update blank passwords for AD.

Component: IPMA Service

CSCsc05230

Select symbol appears on the phone if you do a conference through Assistant console.

CSCsd21938

BAT IPMA support and templates are missing for Cisco IP Phones 7940 and 7970 in CallManager 4.2(1).

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsd21938

Component: JTAPI SDK

CSCsc52409

Voicemail profile configuration is being applied for call park numbers.

CSCsd02363

Occasional NullPointerException occurs in heartbeat thread.

Component: Cisco IP Voice Media Streaming Application Service

CSCsd05647

CRA: Need to selectively disable added gain when forward stream to multicast cloud.

Component: MLA

CSCsa70546

MLA Enterprise Parameters do not allow for (-) in the parameter value.

CSCsb33173

Adding an AD user to a user group results in Error Number -1005.

CSCsb38315

Cannot access CCMAdmin via MLA when access to AD server is not available (cloned DIR-CSCsa87015).

CSCsc61258

Error message ASP file is not found in the mapping for ROUser.

CSCsc61299

Create Voice Mail is not working when MLA is enabled for FAUser.

CSCsc61326

ROUser should not be allowed to click the Copy and Reset button.

CSCsc87464

Full access user cannot edit HL/P, RL/P, DP from route plan report.

Component: QED

CSCsc98970

You cannot add a BRI card to IOS GW 3640 using Cisco CallManager Administration.

Component: Security

CSCsc47791

There is a delay in callback notification ringer and LED flash in secure mode.

CSCsc84713

Security icon is displayed when a secure parked call is put on hold and call retrieval takes place.

Component: Server Web Pages

CSCsb51883

A remote scripting error is not being properly displayed in some windows.

Component: Upgrade Assistant

CSCsb47902

Hunt Pilots may not create successfully after a 3.x to 4.x upgrade.

CSCsc28286

CallManager Upgrade Assistant does not properly flag invalid VM profile names.



Note For complete Cisco IP Phone firmware release note information, refer to the applicable firmware release notes for your specific model of Cisco IP Phone at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/english/


Troubleshooting

For troubleshooting information, refer to the Troubleshooting Guide for Cisco CallManager, Release 4.2(1). This document provides troubleshooting procedures for Cisco CallManager systems. The Troubleshooting Guide for Cisco CallManager provides guidance for network administrators responsible for managing the Cisco CallManager system, for enterprise managers, and for employees. This document does not cover every possible trouble event that might occur on a Cisco CallManager system but instead focuses on those events that are frequently seen by the Cisco Technical Assistance Center (TAC) and frequently asked questions from newsgroups.

Documentation Updates

This section provides documentation changes that were unavailable when the Cisco CallManager release 4.1 documentation suite was released.

This section contains the following types of documentation updates:

Errors

Changes

Omissions

Errors

This section includes information about errors in the Cisco CallManager Documentation suite:

Bulk Administration Tool User Guide Title Error

Bulk Administration Tool User Guide Title Error

The Bulk Administration Tool User Guide is incorrectly named the Cisco CallManager Bulk Administration Guide in the following documents:

Cisco CallManager System Guide, Release 4.2(1)

Cisco CallManager Administration Guide, Release 4.2(1)

Cisco CallManager Features and Services Guide, Release 4.2(1)

Changes

This section contains changes that have occurred since the original release of the Cisco CallManager release 4.2 documentation. These changes may not appear in the current documentation or the online help for the Cisco CallManager application:

Device Mobility Info Configuration Window

Device Pool Configuration Window

Behavior Enhancements to Join

Device Mobility Info Configuration Window

The subnet and subnet mask fields on the Device Mobility Info Configuration Window have been combined into one field in the format: [Network Address]/[Network Prefix Length].

Device Pool Configuration Window

The fields on the Device Pool Configuration window have been rearranged into groups: Device Pool Settings, Roaming Sensitive Settings, and Device Mobility Related Information settings. The Device Mobility Related Information settings overwrite device level settings when the device is roaming in the same device mobility group.

Behavior Enhancements to Join

The following information documents the enhancements made to the Join feature that is described in Cisco IP Phones, Cisco CallManager System Guide.

Join does not create a consultation call and does not put the active call on hold. To implement Join, choose at least two calls and then press the Join softkey on one of the calls. Join can include more than two calls, which results in a call with three or more parties. Join supports up to 16 participants in a call. To choose an active or held call, highlight the call and press the Select softkey. A selected call has a checked indicator shown next to it on the phone.

The call that initiates the Join gets automatically included, even if not selected. The active call gets included even if not selected.

If all the calls in the join are a basic call, then the call that initiated the join is the primary call. If any call in the join is a conference call (that is, it was in a conference before being joined), then that call is the primary call.

The selected status of the final call after the join depends on the selected status of the primary call before the join. If the primary call was selected, then after the join, the final call remains selected. If the primary call was not selected, then after the join, the final call remains unselected.


Note If more than one call in the join is a conference call, the join will fail (join supports only 1 conference call).


Omissions

This section lists new and additional information that the current version of the Cisco CallManager documentation may not include:

Malicious Call Identification Restrictions

TAPS Installation Procedure for CCM4.1(3)SR2 and Subsequent Releases

Malicious Call Identification Restrictions

The Malicious Call Identification chapter of the Cisco CallManager Features and Services Guide does not list SIP trunk as a restriction. Malicious Call Identification (MCID) does not support SIP trunks.

TAPS Installation Procedure for CCM4.1(3)SR2 and Subsequent Releases

There is a new procedure for installing and configuring Cisco Tool for Auto-Registered Phone Support (TAPS) in IPCCx 4.0 as follows:

Step 1 After installing the TAPS plugin, go to the AAR Management page in CRS Admin and upload the TAPS AAR.aar file. After uploading TAPS.aar, an application called TAPS gets created and the TAPS.aef script gets uploaded.

Step 2 Browse to C:\TAPS\.

Step 3 Open the TAPS application from the Application Management page.

Step 4 From the Script* pull-down menu, select TAPS.aef.

Step 5 Click Update.


Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems:

Cisco.com

Documentation DVD

Ordering Documentation

Cisco.com

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

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

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco web sites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation DVD

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

The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco webbiest without being connected to the Internet. Certain products also have PDF versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from Cisco Marketplace at this URL:

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

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

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

Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.

Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

You can send comments about Cisco documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

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

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

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

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

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

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.

See the "Reporting Security Problems in Cisco Products" section for additional information.

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

Emergencies — security-alert@cisco.com

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.

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 to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one 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.


Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation 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.

See the following sections for additional information:

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation 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/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

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


Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.


Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco 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)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

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

Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

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

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

or view the digital edition at this URL:

http://ciscoiq.texterity.com/ciscoiq/sample/

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, 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 for networking professionals to 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

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