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Cisco Unified IP Phone 7900 Series

Cisco IP Phone 7960G and 7940G Release Notes for Firmware Release 7.2(4) for Cisco CallManager Versions 4.1, 4.0, 3.3, 3.2, 3.1

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Cisco IP Phone 7960G and 7940G Release Notes for Firmware Release 7.2(4)

Table Of Contents

Cisco IP Phone 7960G and 7940G Release Notes for Firmware Release 7.2(4)

Related Documentation

Release Information

New Cisco IP Phone Software Features

Secure PC Log Off in an 802.1X Network

Upgrading from Firmware Release 6.0(5)

Resetting a Cisco IP Phone Model 7960 or 7940

Cisco IP Phone Expansion Module 7914

Configurable SRST Router Fallback Waiting Period

Using Barge on an Encrypted Call

Configurable Parameter for PCs on a VLAN

Known and Resolved Problems

Known Problems

Resolved Problems

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 Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Cisco IP Phone 7960G and 7940G Release Notes for Firmware Release 7.2(4)


December 2005

Use these release notes with the 7.2(4) firmware release (P00307020400) for the Cisco IP Phone models 7960G and 7940G that are running on Cisco CallManager Versions 4.1, 4.0, 3.3, 3.2, and 3.1.

You might need to notify your Cisco IP Phone users about some of the information provided in this document. These release notes provide the following information:

Related Documentation

Release Information

Known and Resolved Problems

Obtaining Documentation

Obtaining Technical Assistance

Related Documentation

Refer to these documents for more information about the Cisco IP Phone models 7960G and 7940G, and Cisco CallManager.

Document Name
Location

Cisco IP Phone Administration Guide for Cisco CallManager, Cisco IP Phone Models 7960G and 7940G

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

Cisco IP Phone 7960G and 7940G at a Glance guide

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

Cisco IP Phone 7960G and 7940G Guide

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

Cisco IP Phone 7960G/7940G Release Notes for Firmware Releases

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

Customizing your Cisco IP Phone on the Web

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

Cisco CallManager System Guide

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

Cisco CallManager Administration Guide

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

Cisco CallManager Serviceability Guide

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

Cisco CallManager Troubleshooting Guide

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

Release Notes for Cisco CallManager

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


Release Information

The following sections provide information about the 7.2(4) firmware release P00307020400 for the Cisco IP Phone models 7960G and 7940G:

New Cisco IP Phone Software Features

Secure PC Log Off in an 802.1X Network

Secure PC Log Off in an 802.1X Network

Upgrading from Firmware Release 6.0(5)

Resetting a Cisco IP Phone Model 7960 or 7940

Cisco IP Phone Expansion Module 7914

Configurable SRST Router Fallback Waiting Period

Using Barge on an Encrypted Call

Configurable Parameter for PCs on a VLAN

New Cisco IP Phone Software Features

The following new software features are available with Cisco CallManager Release 4.1(2) and supported in the P00307020400 firmware for the Cisco IP Phone models 7960G and 7940G.

For a complete list of all new features in Cisco CallManager Release 4.1(2), refer to the Release Notes for Cisco CallManager Release 4.1(2).


Note You can find more details about these features in the Cisco IP Phone 7960G/7940G Guide.


Table 1 New Software Features in this Release 

Feature
Description

Proxy EAPOL-Logoff

Support for secure attachment of IEEE 802.1X supplicant (such as a PC) to the Cisco IP  Phone 7960/40 PC port.

Signaling Encryption

Support for AES256-SHA-AES12-SHA encryption in a transport layer security (TLS) session with Cisco CallManager to encrypt Skinny Call Control Protocol (SCCP) messages. This allows for encrypted registration with Cisco CallManager and is a mandatory requirement for supporting media encryption.

Media Encryption

Support for Secure Real-time Transport Protocol (SRTP ) to encrypt the voice stream, allowing for encrypted calls.

Phone Security for Cisco IP Phone models 7960G and 7940G

The 7.2(x) firmware releases that are running on Cisco CallManager 4.1(2) and later now support encrypted calls. You can configure the security mode to enable encrypted registration and encrypted calls.

Phone Security User Interface (UI)

Adds a Security Configuration menu and icons for displaying registration and call security mode to the Cisco IP Phone models 7960G and 7940G.

Secure Survivable Remote Site Telephone (SRST)

For systems that are running SRST, provides authenticated and encrypted signaling in a TLS session with an SRST device.

Locally Significant Certificate (LSC) update automation

You can remotely manage LSC updates by using a configuration file. Phones can automatically initiate sessions with the Certificate Authority Proxy Function (CAPF ) to update their certificates.

CAPF IP Address and Port

You can configure the CAPF IP address and port from the configuration file. In this release, the port is no longer hard coded in the phone.


Secure PC Log Off in an 802.1X Network

Firmware release 7.2(4) provides support for the Cisco IP Phone models 7960G and 7940G to monitor IEEE 802.1X messages between an authenticating switch and a connected PC (supplicant).

When a PC is disconnected from the Cisco IP Phone, the phone issues an EAPOL-Logoff message on behalf of the PC to the authenticating switch. The proxy EAPOL-Logoff message causes the authenticating switch to set the PC port on the phone to an unauthenticated state and immediately terminates the 802.1x secure session.

If you have an 802.1X network and upgrade to Cisco IP Phone firmware release 7.2(4) or greater, be aware that you must re-authenticate a PC that is connected to a Cisco IP Phone 7940/60 after the upgrade.

For more information about 802.1X re-authentication, refer to the Cisco Catalyst switch configuration guides at:

http://www.cisco.com/en/US/products/hw/switches/tsd_products_support_
category_home.html

Upgrading from Firmware Release 6.0(5)

If you are upgrading from a previous firmware release, note that the "Known and Resolved Problems" section is a list of problems since the last firmware release 7.2(3). To see the list of resolved problems in other firmware releases, refer to this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/english/
ipp7960/relnotes/index.htm

Resetting a Cisco IP Phone Model 7960 or 7940

In previous releases, you could enter the reset code when a phone was on-hook at the main phone screen. With this release, you can no longer reset the phone from the main screen; instead, you must use the Settings screen or any other screen that does not accept user input. This new behavior results from a customer requirement to allow beginning a dialing sequence with * or # while the phone is on-hook.

To reset a Cisco IP Phone model 7960 or 7940, follow these steps:

Procedure


Step 1 From the main screen, press Settings to display the Settings screen.

Step 2 Enter **#** by using the keypad.

The IP phone goes through the reset cycle.


Note This reset sequence also works from any other screen that does not accept user input.



Cisco IP Phone Expansion Module 7914

If you are using the Cisco IP Phone Expansion Module 7914, you must upgrade the Expansion Module to firmware release S00104000100 before you install the Cisco IP Phone firmware release 7.2(4). You can download the installation program, which is named cmterm-7914-sccp.4-0-1.exe, and the readme file from Cisco.com at this location:

http://www.cisco.com/cgi-bin/tablebuild.pl/ip-7900ser

Configurable SRST Router Fallback Waiting Period

When a Cisco IP Phone loses its connection to the Cisco CallManager server, the connection fails over to an SRST router. After a failover to an SRST router, the phone will monitor the links to the Cisco CallManager servers that the phone can register to. When a server has been available for two minutes, by default, the phone will fall back from the router to that server.

You can change this default time by specifying another value for the station connection monitor duration parameter in Cisco CallManager Administration. For more information, refer to Cisco CallManager Administration Guide.

Using Barge on an Encrypted Call

Cisco IP Phone models 7960G and 7940G users cannot barge into an encrypted call if the phone that is used to barge is not configured for encryption. When barge fails in this case, a fast busy tone plays on the phone where the user initiated the barge. No error message displays on the initiator phone to indicate that barge failed because the call is encrypted.

If the initiator phone is configured for encryption, the barge initiator can barge into an authenticated or nonsecure call from the encrypted phone. After the barge occurs, Cisco CallManager classifies the call as nonsecure.

If the initiator phone is configured for encryption, the barge initiator can barge into an encrypted call, and the phone indicates that the call is encrypted.

A user can barge into an authenticated call, even if the phone that is used to barge is nonsecure. The authentication icon continues to display on the authenticated devices in the call, even if the initiator phone does not support security.

Configurable Parameter for PCs on a VLAN

When PCs are connected to Cisco IP Phones, a new IP phone parameter enables phones to strip the 802.1p/q tags from packets as they exit the phone PC port. This parameter applies to systems that use voice VLANs with non-Cisco switches. The parameter is available only when the Admin VLAN is active.

The parameter setting is disabled when it is blank. If the parameter has any value (from 1-4094), the phone will strip tags from all VLANs. For example, if PC VLAN = 123, then tags from VLAN 123 and all other VLANs will be stripped.

To access the new PC VLAN parameter, follow these steps:

Procedure


Step 1 From the main screen, press Settings to display the Settings options.

Step 2 Choose Network Configuration.

Step 3 Scroll to PC VLAN (parameter 58).


Note The parameter setting is disabled if blank.



Known and Resolved Problems

Known problems (bugs) are graded according to severity level. These release notes contain descriptions of:

All severity level 1 or 2 bugs.

Significant severity level 3 bugs.

You can search for problems by using the Cisco Software Bug Toolkit.

To access Bug Toolkit, you need the following items:

Internet connection

Web browser

Cisco.com user ID and password

To use the Software Bug Toolkit, follow these steps:

Procedure


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

Step 2 Log on with your Cisco.com user ID and password.

Step 3 Click the Launch Bug Toolkit hyperlink.

Step 4 To look for information about a specific problem, enter the bug ID number in the "Enter known bug ID" field and click Search.


Known Problems

Table 2 describes the problems that are known to exist in the 7.2(4) firmware release for the Cisco IP Phone models 7960G and 7940G (shortened to Cisco IP Phone 7960/40 in the problem summary).

Table 2 Known Problems 

Bug ID
Summary

CSCeb79792

The Cisco IP Phone 7960/40 rejects OpenReceiveChannel.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCeb79792

CSCsa75199

The beginning of a text-to-speech message gets cut out when using Nuance and an IP Phone.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsa75199

CSCsa77085

Pressing the line button on the Cisco IP Phone 7960/40 does not switch between detail and overview.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsa77085

CSCsb56074

When pressing the "i" button multiple times on the Cisco IP Phone 7960/40, the phone screen goes blank.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsb56074

CSCsc59606

Cisco IP Phone 7960/40 web page may display a negative integer for Streaming Statistics > Stream1 > Receiver Lost Packets

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc59606

CSCsb66509

When using FAC to cancel CFwdALL setting when the phone is off hook, you hear a tone until you hang up the handset.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsb66509

CSCsb95190

Cisco IP Phone 7960/40 does not preserve the Mute state when changing from speaker mode to handset mode.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsb95190

CSCsb95223

Cisco IP Phone 7960/40 drops the incoming call when using the IPICS services.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsb95223

CSCsc03900

Cisco IP Phone 7960/40 does not handle HTTP code 401 for push request.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc03900

CSCsc11646

For the Cisco IP Phone 7960/40, the CiscoIPPhoneInput accepts * and # when input is set to "N."

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc11646

CSCsc13964

StreamingStatisticsX on the Cisco IP Phone 7960/40 is not backwards compatible.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc13964

CSCsc14352

When selecting a call that is on hold, the Cisco IP Phone 7960/40 does not sort the call.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc14352

CSCsc18929

Cisco IP Phone 7960/40 does not update the CDP cache when no voice VLAN is present in the CDP message.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc18929

CSCsc22618

Cisco IP Phone 7960/40 does not display the <Data> when using XSI object pass through.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc22618

CSCsc33230

Cisco IP Phone 7960/40 is stuck at CONFIG IP after a reset/power cycle.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc33230

CSCsc40341

When the handset volume is set to 100 percent, you can hear static during dial tone on handset.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc40341

CSCsc43593

HTTP 100 Continue from Cisco IP Phone 7960/40 (in response to HTTP POST with 'Expects: Continue...' header) does not include the trailing empty line.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc43593

CSCsc47417

Cisco IP Phone 7960/40 shows a mix of English and German when receiving a forwarded call and using a German locale.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc47417

CSCsc51551

XML services, such as Corporate Directory, Fast Dials, and Mobility Login/Logout, do not reliably display on phones when pressing the Services button.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc51551

CSCsc53596

The Cisco IP Phone 7960/40 ignores the GARP enable/disable message.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc53596

CSCsc70168

If the phone is off-hook during registration to Cisco CallManager, the first call that is answered using the handset has no side tone.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc70168

CSCsc75013

The Cisco IP Phone 7960/40 performs an extra ARP request when GARP is enabled.

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc75013


Resolved Problems

Table 3 describes the problems that are resolved in the 7.2(4) firmware release for the Cisco IP Phone models 7960G and 7940G (shortened to Cisco IP Phone 7960/40 in the problem summary).

Table 3 Resolved Problems 

Bug ID
Summary

CSCee77604

The speaker phone volume is too low on the Cisco IP Phone 7960/40 in the Cisco CallManager 3.3 phone loads.

CSCef39491

A Cisco IP Phone 7960/40 without DHCP cannot recover a duplicate IP address.

CSCsa81133

When using locales other than English and searching in the Directories, the user presses "O" and strange characters display instead of "O".

CSCsb00617

On the Cisco IP Phone 7960/40, when using the Settings > RingType menu to change the ring type, the changes do not take effect.

CSCsb09994

When the user logs out of Extension Mobility using a shared line on a Cisco IP Phone 7960/40, the phone restarts.

CSCsb14540

When the MTU is set to a small size, a CVTA to H.323 video call fails on the Cisco IP Phone 7960/40.

CSCsb19225

Configuring the Cisco IP Phone 7960/40 with two line appearances and four speed dials and the Cisco IP Phone Expansion Module 7914 with 14 lines causes the ring type to be offset by four lines on the Expansion Module.

CSCsb25088

When the Cisco IP Phone 7960/40 failsover to the Cisco CallManager subscriber, the lines on the display disappear that separate the directory numbers.

CSCsb26738

When a Cisco IP Phone 7960/40 has two Cisco IP Phone Expansion Module 7914s and is configured with 34 lines, posting line 34 URI activates line 30.

CSCsb27827

When the Cisco CallManager publisher server is not available, active softkeys such as Redial and New Call still display.

CSCsb34498

During a conference call, the Cisco IP Phone 7960/40 does not display "Conference" properly.

CSCsb34616

When executing an HTTP Request for call information or line information for a Cisco IP Phone 7960/40, the prompt shows null characters instead of being empty.

CSCsb35601

Voice traffic from a Cisco IP Phone 7940 is incorrectly marked as COS 0 instead of COS 2.

CSCsb36728

When using a line button on a Cisco IP Phone 7914 Expansion Module to answer and put two calls on Hold, you cannot answer the third call from the line button, only by using the Answer softkey.

CSCsb38923

The Cisco IP Phone 7960/40 should send DHCP release IP messages (unicast) to the DHCP server, not to the broadcast IP address.

CSCsb45684

The Cisco IP Phone 7960/40 stops playing multicast after an unanswered call.

CSCsb51299

When a Service URL button has a blank label, the URL sign does not display while pressing the line button to show that the URL is accessible.

CSCsb61379

When using the Volume control keys after calling a busy number, the ringer volume is changed instead of the speaker volume.

CSCsb65192

When a Cisco IP Phone 7960/40 has an active call on Hold, and uses the "**#**" key sequence, the restart begins immediately instead of waiting until the phone has no active calls.

CSCsb65243

When a Cisco IP Phone 7960/40 is subscribed to a multicast stream and is restarted from Cisco CallManager, it loses the RTP stream connection.

CSCsb82801

When using the same VLAN for both voice and data, the Cisco IP Phone 7960/40 does not receive DHCP, music on hold, or other multicast traffic.

CSCsb85223

When using shared lines with Privacy enabled, the lamp indicators on the Cisco IP Phone 7914 Expansion Module do not work correctly.

CSCsb89192

When using the RTPRx URL for calls on the Cisco IP Phone 7960/40, the volume is not properly set.

CSCsb93558

When using a menu item for the idle URL, the Cisco IP Phone 7960/40 selects the first menu item when going off hook.

CSCsc32693

Cisco IP Phone 7960/40s display a connection to the SRST gateway, but no longer communicate with the SRST gateway or register Cisco CallManager.

CSCsc37550

After upgrading the phones, a PC that is connected to the switch port of a Cisco IP Phone 7960/40 experiences slow network connectivity.

CSCsc40311

When a computer is connected to the PC port on a Cisco IP Phone 7960/40, traffic from the computer to the network may experience slow data throughput.

CSCsc45748

When dialing from call logs in the Directories menu, the prompt, "handle current call" is missing.

CSCsc54415

A secure Cisco IP Phone 7960/40 does not cancel a TFTP request after pressing the Cancel softkey.

CSCsc57815

When the PC port on the Cisco IP Phone 7960/40 is configured to 100M, data traffic is intermittent.

CSCsc65264

When using CallBack notification to contact the party that called you, the call back is not successful if that phone has another ringing call.


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

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 websites at this URL:

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

Documentation DVD

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

Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.

Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Cisco Marketplace:

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

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387).

Documentation Feedback

You can send comments about technical 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

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

Nonemergencies — psirt@cisco.com


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 that has the most recent creation date in this public key server list:

http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on


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

1 877 228-7302

1 408 525-6532

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL:

http://www.cisco.com/techsupport

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

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


Note 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 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 TAC 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 TAC 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, 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

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

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