Chapter 1. Cisco SNMP

- SNMP Basics

- SNMP Management Information Bases

SNMP Basics

Network Management Systems use the Simple Network Management Protocol (SNMP), an industry-standard protocol, to exchange management information between network devices. SNMP enables administrators to remotely monitor network/application performance, find and solve network problems, and plan for network growth.

An SNMP-managed network contains managed devices, agents, and Network Management Stations (NMS). Management Information Bases (MIBs) are used to structure the information that passes between the components in the system.

- A managed device designates a network node that contains an SNMP agent and resides on a managed network. Managed devices collect and store management information and make it available by using SNMP.

The following Unified ICM/CCE components are valid managed devices:

- Routers

- Loggers

- Peripheral Gateways (PGs)

- Administration & Data Server

- CTI Gateways (CGs)

- CTI OS Servers

- Outbound Option

- An agent resides on a managed device. An agent (or one of its subagents) retrieves local management information and translates it into the SNMP format to forward it to an SNMP Management Station. Subagents collect information for various components and then forwards that information to a master agent.

Unified ICM/CCE supports the following agents:

- SNMP Master Agent

- Unified ICM/CCE Application (CISCO-CONTACT-CENTER-APPS-MIB) Subagent

- Platform Subagent(s)[1]

- System Applications Instrumentation (SYSAPPL-MIB) Subagent

- Host Resources (HOST-RESOURCES-MIB) Subagent

- A Network Management Station (NMS) comprises an SNMP management application together with the computer on which it runs. An NMS executes applications that monitor and control managed devices. An NMS provides the bulk of the processing and memory resources that are required for network management. Cisco Unified ICM/CCE SNMP works with SNMP standards-compliant NMSs.

- A Management Information Base (MIB) designates a collection of information that is organized hierarchically. You can access instrumentation defined by a MIB using the SNMP protocol. MIBs are composed of managed objects, which are identified by object identifiers.

A managed object (sometimes called a MIB object or an object) possesses one of any number of specific characteristics of a managed device. Managed objects comprise one or more object instances, which are essentially variables.

Cisco Unified ICM/CCE supports the following MIBs:

- CISCO-CONTACT-CENTER-APPS-MIB

- HOST-RESOURCES-MIB

- SYSAPPL-MIB - (System-Level Managed Objects for Applications)

Related Information

SNMP Management Information Bases

[1] Provided by your hardware vendor.

SNMP Management Information Bases

- Cisco Contact Center Application MIB

- Host Resources MIB

- System-level Managed Objects for Applications MIB

Cisco Contact Center Application MIB

The Cisco Contact Center Application (CISCO-CONTACT-CENTER-APPS) MIB contains tables of objects and their corresponding values for the major components of a Unified ICM/CCE Enterprise/Hosted Edition installation.

Components include:

- Router (and a table of NICs)

- Logger

- Peripheral Gateway (PG) (and a table of PIMs)

- Distributor Administration and Data Server

- CTI Gateway (CG)

- CTI OS Server

- Outbound Option

The MIB definition can be viewed by opening the file: <INSTALL_DRIVE>\icm\snmp\CISCO-CONTACT-CENTER-APPS-MIB.my in a text editor or a MIB browser.

The MIB also provides a notification object which defines the format of SNMP notifications generated by Unified ICM/CCE components. The SNMP subagent on the Unified ICM/CCE Logger component sends alarms to the NMS.

The CISCO-CONTACT-CENTER-APPS-MIB is available at: ftp://ftp.cisco.com/pub/mibs/v2/CISCO-CONTACT-CENTER-APPS-MIB.my.

Related Information

Unified ICM/CCE notifications

Host Resources MIB

The Host Resources MIB found in Cisco SNMP is an implementation of the Host Resources MIB document, proposed standard RFC 1514. It is also compliant with Host Resources MIB, draft standard RFC 2790. This MIB defines objects that are useful for managing host systems and allows SNMP access to useful host information, such as the storage resources, process table, device information, and the installed software base.

System-level Managed Objects for Applications MIB

The System-level Managed Objects for Applications (SYSAPPL) MIB, RFC 2287, supports configuration, fault detection, performance monitoring, and control of application software. It provides for tables that define an application as a series of processes and services. This includes objects for applications installed on the system, elements and processes that are included in an application, and current and previously run applications.

For more detailed information about monitoring and managing a Unified ICM/CCE deployment, see the Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise available at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_list.html.

Chapter 2. Cisco SNMP Installation and Basic Configuration

Chapter 2. [/topic/titlealts/navtitle {"- topic/navtitle "}) SNMP Installation and Basic Configuration (navtitle]

- Installation Prerequisites for SNMP Support

- Cisco Contact Center SNMP Solution Configuration

- General Properties Configuration

- Configuration of Trap and Syslog Destinations

- Manage SNMP Service

Installation Prerequisites for SNMP Support

[/reference/titlealts/navtitle {"- topic/navtitle "}) Installation Prerequisites for SNMP Support (navtitle]

Unified CCE SNMP support is automatically installed during the course of normal setup. No extra steps need be taken during setup for SNMP support to be enabled. However, Microsoft Windows SNMP optional components must be installed on Unified ICM/CCE servers for any SNMP agents to function.

Install the appropriate Microsoft Windows SNMP component(s) before installing any Unified ICM CCE components that require SNMP monitoring. Following are the instructions to install the Microsoft Windows SNMP components.

Note

The Microsoft SNMP component(s) are required for Cisco SNMP support. The Microsoft Windows SNMP service is disabled as part of web setup and is replaced by the Cisco Contact Center SNMP Management service to process SNMP requests in its place. The Cisco Contact Center SNMP Management service provides for more sophisticated SNMP capabilities than the standard Microsoft SNMP Service.

- Install Microsoft Windows SNMP Components on Windows Server

Install Microsoft Windows SNMP Components on Windows Server

See the Microsoft documentation to install Microsoft Windows SNMP components on the Windows Server.

Cisco Contact Center SNMP Solution Configuration

[/topic/titlealts/navtitle {"- topic/navtitle "}) Contact Center SNMP Solution Configuration (navtitle]

The Cisco Contact Center SNMP solution is configurable from a Microsoft Management Console (MMC) Snap-in.

- Basic Configuration

- Add Cisco SNMP Agent Management Snap-In

- Saving Snap-In View

- Configure Community Name for SNMP v1 and v2c

- Configure User Name for SNMP v3

Basic Configuration

[/reference/titlealts/navtitle {"- topic/navtitle "}) Basic Configuration (navtitle]

While all SNMP components are installed and enabled by default, the device is not manageable via an NMS until the solution is properly configured. For security reasons, certain parameters are not configured by default.

The system administrator must configure the following to grant access to the agents and enable the receipt of SNMP notifications:

1. Configure the Community Name or User Names:

- If you are using SNMP version 1 or version 2c, at least one community string must be configured on each Unified ICM/CCE server to be managed (see below), OR

- If using SNMP version 3, configure at least one user name on each Unified ICM/CCE server to be managed (see below).

2. Configure General Properties.

3. For trap forwarding, configure an SNMP trap destination on each Unified ICM/CCE Logger server. You can also optionally add a Syslog Destination.

You can use the Cisco SNMP Agent Management MMC Snap-in to configure all properties.

Note

Some diagnostic tools use SNMP locally to gather information about the system using one of the community strings configured for Windows SNMP. These community strings are not added to the Contact Center SNMP configuration, which causes SNMP requests from these diagnostic tools to fail. Add all communities configured for Windows SNMP to the Contact Center SNMP configuration. It is not necessary for the Windows SNMP service to be started or enabled. To find the Windows SNMP communities in the "Security" tab select "properties" for the Windows SNMP service from the list of Windows services.

Related Information

General properties configuration

Configuration of trap and Syslog destinations

Add Cisco SNMP Agent Management Snap-In

[/task/titlealts/navtitle {"- topic/navtitle "}) Add Cisco SNMP Agent Management (navtitle]

You can configure Cisco SNMP Agent Management settings using a Windows Management Console Snap-in. To add the Snap-in and change Cisco SNMP Management settings:

Procedure

Step 1

From the Start menu select Run..

Step 2

In the Start box type in mmc/32 and press ENTER.

Attention

The Cisco SNMP Agent Management Snap-In is a 32-bit snap-in and is only available when the “/32” switch is used.

Step 3

From the Console, select File > Add/Remove Snap-in

A new window appears.

Step 4

From the Selected Snap-ins tab, verify Console Root is selected in the Snap-ins added to: field and click Add.

Step 5

In the Available Snap-ins window, scroll down and select Cisco SNMP Agent Management.

Step 6

In the Add Snap-in window click Add.

Step 7

In the Add Snap-in window click Close.

Step 8

Click OK in the Add/Remove Snap-in window.

The Cisco SNMP Agent Management Snap-in is now loaded in the console.

Saving Snap-In View

[/task/titlealts/navtitle {"- topic/navtitle "}) Saving Snap-in View (navtitle]

After you load the Cisco SNMP Agent Management MMC Snap-in, you can save that console view to a file (with a .MSC file extension) that you can launch directly, instead of repeatedly adding the Snap-in to a new MMC console view. To do so, select the File > Save As menu; a Save As dialog appears.

Select a memorable file name such as Cisco SNMP Agent Management.msc (retain the .msc file extension) and save the file to the desired location. The Administrative Tools (start) menu is the default location, which makes it conveniently available for later access via the Start menu.

Configure Community Name for SNMP v1 and v2c

[/task/titlealts/navtitle {"- topic/navtitle "}) Configure Community Name for SNMP (navtitle]

If you use SNMP v1 or v2c, configure a Community Name so that the Network Management Stations (NMSs) can access the data that your server provides. These names are left blank during the installation for security reasons.

SNMP Community Names are used to authenticate data exchange of SNMP information. An NMS can exchange SNMP information only with servers that use the same Community Name.

To configure the Community Name for SNMP v1 and v2c:

Procedure

Step 1

Follow the steps in How to install the Cisco SNMP Agent Management Snap-in to access the Cisco SNMP Agent Management settings.

Step 2

Expand Cisco SNMP Agent Management in the left pane of the MMC plugin.

Step 3

Highlight Community Names (SNMP v1/v2c) in the left pane under Cisco SNMP Agent Management.

Community Name, SNMP Version, and Restricted Access columns appear in the middle pane.

Step 4

Right click on the white space in the right pane and choose Properties.

A dialog box appears.

Step 5

Click Add new Community.

Step 6

In the dialog box, under Community Information, provide a community name.

Step 7

Select the SNMP Version by selecting the radio box for SNMP V1 or SNMP V2c.

Step 8

Optionally, enter one or more IP addresses in the IP Address entry field (containing "dots"). Click Insert to enable the access solely for this community from the NMS with the IP Address provided.

Step 9

Click Save.

The community name appears in the Configured Communities section at the top of the dialog box.

Note

You can remove the community name by highlighting the name in the Configured Communities section and clicking Remove Community.

Changes become effective when you click OK.

Configure User Name for SNMP v3

[/task/titlealts/navtitle {"- topic/navtitle "}) Configure User Name for SNMP (navtitle]

If you are using SNMP v3 you must configure a User Name so that Network Management Stations (NMSs) can access the data provided by your server. By default, these names are left blank for security reasons.

To configure a User Name for SNMP v3:

Procedure

Step 1

Follow the steps in How to install the Cisco SNMP Agent Management Snap-in to access the Cisco SNMP Agent Management settings.

Step 2

Expand Cisco SNMP Agent Management in the left pane of the MMC plugin.

Step 3

Highlight User Names (SNMP v3) in the left pane under Cisco SNMP Agent Management.

User Name, Authentication, Privacy, and Restricted Access columns appear in the middle pane.

Step 4

Right click on the white space in the right pane and choose Properties.

A dialog box appears.

Step 5

Click Add User.

Step 6

In the User Configuration text box enter a user name.

Step 7

If you wish to use SNMP v3 authentication, check Required? under Authentication, choose an authentication protocol, then enter and confirm a password.

This setting encrypts the password information as it is sent over the network.

Note

These settings must also be used on your NMS to access SNMP data from this server.

Step 8

If you wish to use SNMP v3 privacy, check Required? under Privacy, choose an encryption type, and enter and confirm a password.

Note

- This setting encrypts all SNMP information as it is sent over the network. If privacy is configured, authentication is required, but authentication can be configured without configuring privacy.

- These settings must also be used on your NMS to access SNMP data from this server.

Step 9

Optionally, enter one or more IP addresses in the IP Address entry field (containing "dots") and click Insert to enable access solely from the NMS with the IP Address provided.

Step 10

Click Save.

The User Name appears in the Configured Users section at the top of the dialog box.

Note

You can remove the User Name by highlighting the name in the Configured Users section and clicking Remove User.

Changes become effective when you click OK.

Related Information

Configuration of trap and Syslog destinations

General Properties Configuration

[/topic/titlealts/navtitle {"- topic/navtitle "}) General Properties Configuration (navtitle]

Use the Cisco Contact Center SNMP solution configuration to access the configuration screens.

- Configure General Information Properties for Cisco SNMP Agent Management

Configure General Information Properties for Cisco SNMP Agent Management

[/task/titlealts/navtitle {"- topic/navtitle "}) SNMP Agent Management Configuration Information (navtitle]

You can configure general information properties for Cisco SNMP within the Cisco SNMP Agent Management Snap-in.

To configure general information properties:

Procedure

Step 1

In the Cisco SNMP Agent Management Snap-in, expand Cisco SNMP Agent Management in the left pane of the MMC plugin.

Step 2

Highlight General Information in the left pane under Cisco SNMP Agent Management.

Attribute, Value, and Description columns appear in the middle pane.

Step 3

Right click on the white space in the middle pane and choose Properties.

A dialog box appears.

Step 4

You can change the following properties in the SNMP System Information section of the General Information Properties dialog box.

SNMP System Information Properties

Property

Description

System name

The fully qualified domain name of the system. If system name is empty, it is automatically filled in.

System Location

A text area to describe the location of the hardware. For example Building 5, Floor 3, Room 310.

System Contact

The name, email address and/or telephone number of the system contact. Enter anything that aids an NMS user in contacting the system administrator.

System Description

A brief description of this system.

SNMP Port Number

The default port for SNMP applications is UDP 161. If your NMS uses a different port, you can change that value here.

Enable Authentication Traps

Check if you wish to enable Authentication Traps.

When a device receives an authentication that fails, the device sends a trap to the NMS.

Step 5

You can change the Windows Execution Priority of the Cisco SNMP agents in the Agent Performance section under Execution Priority. The default is Below Normal. You can further lower it by setting it to Low. Keep the settings at the default levels unless you see a significant performance impact.

Step 6

You can also further modify SNMP Agent Performance by changing the number of Concurrent Requests, Subagent Wait Time (in seconds), and Subagents. the default values are 5, 25, and 25 respectively. Keep the settings at the default levels unless you see a significant performance impact.

Definitions:

Concurrent requests

The maximum number of SNMP requests that a subagent can concurrently process. Any pending requests above this value are queued.

Subagent Wait Time

The maximum number of seconds that the master agent waits for a subagent response.

Subagents

The maximum allowable subagents that the master agent loads.

Step 7

To change the amount of information written to the SNMP logs, choose Verbose (most information), Normal (Default), or Terse (least information). Only change this value under direction from Cisco Technical Assistance (TAC).

Step 8

Click OK to save changes that you made.

Configuration of Trap and Syslog Destinations

[/topic/titlealts/navtitle {"- topic/navtitle "}) Trap and Syslog Destinations Configuration (navtitle]

Use the Cisco SNMP Agent Management Snap-in to access the configuration screens.

Note

Restarting the service does not clear conflicts between host address and SNMP destination. When there is a conflict between the host address list and the SNMP Trap Destination, if you delete the items from the host address list, and restart the service, the configuration is reset.

- Configure SNMP Trap Destinations

- Configure Syslog Destinations

Configure SNMP Trap Destinations

[/task/titlealts/navtitle {"- topic/navtitle "}) Configure SNMP Trap Destinations (navtitle]

You can configure SNMP Trap Destinations for SNMP v1, SNMP v2c and SNMP v3. A Trap is a notification used by the SNMP agent to inform the NMS of a certain event.

Follow these steps to configure the trap destinations:

Procedure

Step 1

Follow the steps in How to install the Cisco SNMP Agent Management Snap-in to access the Cisco SNMP Agent Management settings.

Step 2

Expand Cisco SNMP Agent Management in the left pane of the MMC plugin.

Step 3

Highlight Trap Destinations in the left pane under Cisco SNMP Agent Management.

Trap Entity Name and SNMP Version columns appear in the right pane.

Step 4

Right click on the white space in the middle pane and choose Properties.

A dialog box appears.

Step 5

Click Add Trap Entity.

Step 6

Under Trap Entity Information select the SNMP version radio box for the version of SNMP used by your NMS.

Step 7

Provide a name for the trap entity in the Trap Entity Name field.

Step 8

Select the SNMP Version Number.

Step 9

Select the User Name/Community Name that you want to associate with this trap. This list is auto-populated with existing users/community names that have already been configured.

Step 10

Enter one or more IP addresses in the IP Address entry field (containing "dots") and click Insert to define the destination(s) for the trap(s).

Step 11

Click Save to save the new trap destination.

The Trap Entity Name appears in the Trap Entities section at the top of the dialog box.

Note

You can remove the Trap Entity by highlighting the name in the Trap Entities section and clicking Remove Trap Entity.

Step 12

Changes become effective when you click OK

Configure Syslog Destinations

[/task/titlealts/navtitle {"- topic/navtitle "}) Configure Syslog Destinations (navtitle]

You can configure Syslog destinations for SNMP from the Cisco SNMP Agent Management Snap-in. The syslog feed is only available on the Unified ICM/CCE Logger Node.

Before you configure the syslog destinations, you must start the syslog process (cw2kfeed.exe) from the Web Setup tool.

1. Open the Web Setup tool

2. Select Component Management > Loggers, and then choose the instance of the logger for which you want to enable the syslog event feed.

3. In the Additonal Options area, check the Enable Syslog check box to enable the syslog event feed process.

These steps runs the CW2KFEED process when the logger is started.

Follow these steps to configure Syslog destinations:

Procedure

Step 1

Follow the steps in How to install the Cisco SNMP Agent Management Snap-in to access the Cisco SNMP Agent Management settings.

Step 2

Expand Cisco SNMP Agent Management in the left pane of the MMC plugin.

Step 3

Highlight Syslog Destinations in the left pane under Cisco SNMP Agent Management.

ICM Instance Name, Feed Enabled, Collector Address, Port, and Ping Disabled columns appear in the right pane.

Step 4

Right click on the white space in the right pane and choose Properties.

A dialog box appears.

Step 5

Select an Unified ICM/CCE Instance from the list box.

Step 6

Check the Enable Feed? checkbox.

Step 7

In the Collector Address field, enter the IP address or Host Name.

Step 8

(Optional) In the Collector Port field, enter the collector port number on which syslog collector is listening.

Note

The default port is 514.

Step 9

(Optional) Check the Disable Ping Tests? checkbox.

Step 10

Click Save.

Step 11

Changes become effective when you click OK and restart the logger.

Manage SNMP Service

[/task/titlealts/navtitle {"- topic/navtitle "}) Manage SNMP Service (navtitle]

In general, the Cisco Contact Center SNMP Management Service is always running.

To confirm that the Cisco Contact Center SNMP Management Service is running or to restart or stop it, follow these steps:

Procedure

Step 1

From the Windows desktop, choose Start > Settings > Control Panel.

Step 2

Double-click Administrative Tools.

Step 3

Double-click Services.

The Services window appears.

Step 4

Look at the Status field in the Cisco Contact Center SNMP Management service row.

If this field displays "Started," the Cisco Contact Center SNMP Management Service is running. If this field is blank, the Cisco Contact Center SNMP Management Service is not running.

To start the Cisco Contact Center SNMP Management Service, right-click Cisco Contact Center SNMP Management and choose Start.

To stop the Cisco Contact Center SNMP Management Service, right-click SNMP Service and choose Stop.

To restart the Cisco Contact Center SNMP Management Service, right-click Cisco Contact Center SNMP Management and choose Restart.

Chapter 3. Responding to Alarms

Chapter 3. [/topic/titlealts/navtitle {"- topic/navtitle "}) Responding to Alarms (navtitle]

- Notification Mechanism

- Event Correlation

- SNMP Notifications

Notification Mechanism

[/reference/titlealts/navtitle {"- topic/navtitle "}) Notification Mechanism (navtitle]

SNMP notifications are error or warning events generated by component processes and are delivered to a network management station (NMS) via SNMP. The MIB component notification types describe objects which allow for correlating events and for easily identifying the component that generated the event.

SNMP notifications are derived from the event message stream continually being generated by the various Cisco Unified ICM/CCE processes throughout the system. These processes report events of interest to the central database as they occur. Just before being placed in the central database, the event stream is intercepted by a process called the Customer Support Forwarding Service (CSFS) that watches for events of significant interest which should be treated as SNMP notifications.

Most Unified ICM/CCE SNMP notifications are "stateful" in that the notification reports a "raise" or a "clear" state for a given error or warning event. Stateful notifications may or may not require system administrator intervention; often, the Unified ICM/CCE system's fault tolerance features allow the system to recover automatically. Other notifications are "stateless" (e.g. "single-state raise") whereby a "clear" event will not be forthcoming and resolution requires system administrator intervention.

The CSFS process running on the logger generates an event feed to a Cisco SNMP subagent which converts the event data into an SNMP notification in the format defined by a Cisco Unified ICM/CCE MIB. Notifications are defined by the CISCO-CONTACT-CENTER-APPS-MIB.

Event Correlation

[/reference/titlealts/navtitle {"- topic/navtitle "}) Event Correlation (navtitle]

Events are sent to the NMS as a series of raise and clear events. A single clear event can clear multiple raise event. Events that relate to each other are given the same correlation ID.

The correlation ID is a combination of the event class name and the event component ID. The component ID (available in the MIB) is a combination of the class name and any substitution strings (arguments) that are passed into it.

To provide an organized view of events you need to create rules in your NMS to map events to a state-based object, using the correlation IDs to associate the events into like groups. When a clear event comes into the NMS you can cancel all previous raises that have the same correlation ID as the clear.

These Raise and Clear are defined in the file <INSTALL_DRIVE>/icm/snmp/ccca-Notifications.txt, which is found in the SNMP folder of your installation.

Note

Some raise event have no automatic clear and must be manually cleared. You should set up an escalation path within your NMS for events that do not have a corresponding clear event.

The ccca-Notifications.txt file contains a list of all alarms and each alarm contains an ccaEventState (Raise/Clear) and correlation ID. Based on correlation ID, you can determine if a Raise event has a corresponding Clear event or must be manually cleared.

This information is also available as part of the event; RAISE=9 requires a manual Clear and RAISE=4 is an event that has a corresponding Clear.

SNMP Notifications

[/reference/titlealts/navtitle {"- topic/navtitle "}) SNMP Notifications (navtitle]

Unified CCE SNMP subagents are installed and enabled by default. To enable the flow of notifications to the management station, on the Logger node, the installer must first configure a community string (SNMP v1/v2c) or a user name (SNMP v3), and a trap destination. These properties specify security parameters to use for notification transport and the network management station that will receive the Unified CCE notifications.

Preface

- Change History

- About this Guide

- Audience

- Related Documents

- Communications, Services, and Additional Information

- Field Alerts and Field Notices

- Documentation Feedback

- Conventions

Change History

Change

Date

Initial Publication for Release 12.0

January, 2019

About this Guide

This document describes the Simple Network Management Protocol (SNMP) feature support found in Unified Intelligent Contact Manager/Contact Center Enterprise & Hosted.

Audience

This document is intended for System Installers, Unified ICM/CCE Administrators, and Network Administrators.

Related Documents

Document or Resource

Link

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide

Staging Guide for Cisco Unified ICM/Contact Center Enterprise

Pre-installation Planning Guide for Cisco Unified ICM

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

Administration Guide for Cisco Unified Contact Center Enterprise

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html

Communications, Services, and Additional Information

- To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

- To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.

- To submit a service request, visit Cisco Support.

- To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco Marketplace.

- To obtain general networking, training, and certification titles, visit Cisco Press.

- To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

Field Alerts and Field Notices

Cisco can modify its products or determine key processes to be important. These changes are announced through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest.

Sign in www.cisco.com and then access the tool at https://www.cisco.com/cisco/support/notifications.html.

Documentation Feedback

To provide comments about this document, send an email message to the following address: contactcenterproducts_docfeedback@cisco.com.

We appreciate your comments.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

- Choose Edit > Find.

- Click Finish.

italic font

Italic font is used to indicate the following:

- To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

- A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

- A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

- Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

- For arguments where the context does not allow italic, such as ASCII output.

- A character string that the user enters but that does not appear on the window such as a password.

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