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Release Notes for Cisco Personal Assistant Release 1.4(5)

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Release Notes for Cisco Personal Assistant Release 1.4(5)

Table Of Contents

Release Notes for Cisco Personal Assistant Release 1.4(5)

Contents

System Requirements and Supported Software

Hardware Requirements

Software Requirements

Requirements for Integrating Cisco Unity with Personal Assistant

Requirement for Using Enhanced Text to Speech

Supported Optional Software

Support Policy for Optional Software

Determining the Personal Assistant Version

Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Compact Disc

Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Patch File

Upgrading to Personal Assistant 1.4(5) from Version 1.3(x)

New and Changed Requirements and Support—Release 1.4(5)

Canadian French Enhanced Text to Speech

Cisco CallManager 4.1(x)

Cisco CallManager 3.2(x) and Earlier No Longer Supported

Cisco Security Agent for Cisco Personal Assistant Versions 1.1(3a) and 1.1(3)

Microsoft Active Directory 2003

Updated Speech Software

New and Changed Functionality—Release 1.4(5)

Criteria for Call-Routing Rules

Follow Me Option to Send Calls to Voice Mail

Forced-Authorization Codes and Client-Matter Codes for Destinations—Cisco CallManager 4.1(x)

Improved Methods for Prioritizing Dial Rules and Directory Lookup Rules

Personal Assistant Interface Changes

Installation and Upgrade Notes

Upgrading Cisco CallManager After Personal Assistant 1.4(x) Is Installed

Updating JTAPI Files

Reconfiguring Media Port and Interceptor Port CTI Route Point Settings—Upgrading from Cisco CallManager 3.3(x) or Earlier

Upgrading the IP Telephony Operating System

Limitations and Restrictions

Cisco Unity Phone Password Cannot Be Reset in Personal Assistant

Encoding for Cisco Unity Recorded Names and Voice Messages

Extension Not Always Displayed for Calls Through a Gateway

Outlook 2002 Service Pack 2 Problems with Address Book Synchronization

Personal Assistant Cannot Be Uninstalled

Personal Assistant Configuration on the Network

Rule Processing for Systems with Other JTAPI Applications

Text to Speech

Voice-Message Labeling When Calling from Another User Phone

Voice Messages Cannot Be Forwarded to Multiple Users Without Using a Caller Group

Caveats

Open Caveats—Release 1.4(5)

Resolved Caveats—Release 1.4(5)

Documentation Updates

Omissions

Call-Forwarding Settings for Personal Assistant Interceptor Port Route Points When Using Cisco CallManager 4.1: Cisco Personal Assistant Installation and Administration Guide

Default Call Pickup Timeout: Cisco Personal Assistant Installation and Administration Guide

Stopping Personal Assistant Services: Cisco Personal Assistant Installation and Administration Guide

Troubleshooting Information

Cisco Personal Assistant Documentation

Obtaining Documentation

Cisco.com

Product 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 Personal Assistant Release 1.4(5)


Revised June 29, 2005

These release notes contain requirements, upgrade instructions, new and changed support, new and changed functionality, limitations and restrictions, and open and resolved caveats, and documentation updates for Cisco Personal Assistant Release 1.4(5).

The latest software upgrades for Personal Assistant are available on the Cisco Personal Assistant Software Download page at http://www.cisco.com/cgi-bin/tablebuild.pl/assist.


Note Items in release notes—excluding caveats—may be added, or revised to correct or clarify information after the initial publication date (the date the software was released). When an item has been changed, the phrase "Revised <date>" is included in the text of the item.


 

Contents

This document contains the following sections:

System Requirements and Supported Software

Determining the Personal Assistant Version

Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Compact Disc

Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Patch File

Upgrading to Personal Assistant 1.4(5) from Version 1.3(x)

New and Changed Requirements and Support—Release 1.4(5)

New and Changed Functionality—Release 1.4(5)

Installation and Upgrade Notes

Limitations and Restrictions

Caveats

Documentation Updates

Troubleshooting Information

Cisco Personal Assistant Documentation

Obtaining Documentation

Documentation Feedback

Cisco Product Security Overview

Obtaining Technical Assistance

Obtaining Additional Publications and Information

System Requirements and Supported Software

The following four sections describe requirements for a Personal Assistant 1.4(5) system and optional software supported for use with version 1.4(5):

Hardware Requirements

Software Requirements

Requirements for Integrating Cisco Unity with Personal Assistant

Requirement for Using Enhanced Text to Speech

Supported Optional Software

Hardware Requirements

A server that meets Personal Assistant specifications. Refer to Current Supported Platforms for Cisco Personal Assistant 1.4 at http://cisco.com/en/US/products/sw/voicesw/ps2026/products_data_sheets_list.html.


Caution Cisco TAC does not provide any assistance for installing, customizing, or troubleshooting Personal Assistant on a platform that is not on the Current Supported Platforms for Cisco Personal Assistant 1.4 list.

Software Requirements

Cisco CallManager on a separate server. Versions 4.1(x), 4.0(x), and 3.3(x) are supported.

LDAP-enabled directory services—such as the Cisco CallManager integrated DC directory, Microsoft Active Directory, or Netscape Directory Services—for storing corporate and personal directory information (names, phone numbers, e-mail addresses, etc.).

A web browser. Internet Explorer 6.0 and Netscape Navigator 7.0 are supported.

If you are integrating Personal Assistant with a messaging system, one of the following systems on a separate server:

Cisco Unity. Versions 4.0(x) and 3.1(x) with Exchange 2003, Exchange 2000, or Exchange 5.5 are supported.

Avaya Octel messaging.

Note that for voice-mail browsing in Personal Assistant, Cisco Unity with Exchange is required. Users cannot browse voice mail on other messaging systems in Personal Assistant.

If you are supporting e-mail paging, an SMTP-compliant e-mail paging server.

If you are sending Personal Assistant error messages to Syslog for collection and analysis, a CiscoWorks 2000 server in your network. CiscoWorks 2000 RME 3.3 is supported.

To view Personal Assistant documentation in PDF format, Adobe Acrobat Reader. Versions 5.0 and later are supported.

Requirements for Integrating Cisco Unity with Personal Assistant

In the Personal Assistant Administration interface, the values for the fields that you choose in the Unique Attribute for Corporate Directory and Unique Attribute for Message Store fields must be identical for each user. (For example, if you select the fields cn for the corporate directory and sAMAccountName for the Exchange message store, the values in the two fields must match for each user.)

For information about setting the fields, refer to the "Messaging Configuration" section in the "Personal Assistant Administration Page Reference" appendix of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/ag/ag141/index.htm.

Cisco Unity messages and recorded names must be encoded in G.711 Mu-Law format.

Requirement for Using Enhanced Text to Speech

You must install the corresponding enhanced text-to-speech locale for the speech-recognition locale that you are using. For example, if you are using Canadian French for speech recognition, you must install the Canadian French enhanced text-to-speech locale. Otherwise, Personal Assistant uses the default text-to-speech engine.

Supported Optional Software

The following optional software has been qualified by Cisco for use with Personal Assistant:

Cisco Security Agent for Cisco Personal Assistant versions 1.1(x) and 1.0(1).

McAfee NetShield version 7.0.

Support Policy for Optional Software

Cisco support policy is that customers can deploy third-party software for backup, monitoring, and security, including modified CSA policies, on the Personal Assistant server. However, Cisco expects that customers (or their systems integration partners) will have tested the interoperability of such products with Personal Assistant before the product is deployed, to mitigate the risk of problems being discovered within the production environment between Personal Assistant and the third-party products loaded on the Personal Assistant server.

If a customer calls Cisco TAC with a problem, a Cisco TAC engineer may require that such third-party software be turned off or even removed from the Personal Assistant server during the course of troubleshooting. If it is determined that the interoperability between the third-party software and Personal Assistant was the root cause of the problem, then the third-party software will be required to be disabled or removed from the Personal Assistant server until such time that the interoperability issue is addressed, so that the customer can continue to have a functional Personal Assistant system.

Before installing any qualified optional service pack on the Personal Assistant server, confirm that the manufacturer of any optional software or hardware that you plan to install on the Personal Assistant server—or that is already installed—also supports the service pack for use with its product.

Determining the Personal Assistant Version

To Determine the Personal Assistant Version in Use


Step 1 In the Personal Assistant Administration interface, on the Help menu, click About Cisco Personal Assistant.

Step 2 Click Details. The Personal Assistant version is displayed in the message.


Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Compact Disc


Note If you are using the patch file to upgrade to Personal Assistant 1.4(5), see the "Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Patch File" section.


Personal Assistant version 1.4(5) is available on a compact disc. The software must be upgraded on each Personal Assistant server.

We recommend that before you upgrade Personal Assistant, you upgrade the IP telephony operating system to the latest version. New versions can include security patches, cumulative security patches, engineering specials, BIOS and driver updates, and other customizations specific to Cisco platforms and applications. Cisco IP telephony operating system releases and information are available at http://www.cisco.com/cgi-bin/tablebuild.pl/cmva-3des.

Do the six procedures in this section as applicable and in the order listed to upgrade Personal Assistant on a system that is currently running Personal Assistant 1.4(x).

Note that Personal Assistant will be out of service while the system is upgraded. Plan to upgrade the software on a day and time when the suspension of Personal Assistant will have the least impact.

If virus-scanning software is installed on the Personal Assistant server, disable the virus-scanning services so that they do not interfere with the upgrade program. Otherwise, skip to the next procedure, "To Disable the Cisco Security Agent Service (If Applicable)."

To Disable Virus-Scanning Services (If Applicable)


Step 1 Refer to the virus-scanning software documentation to determine the names of the virus-scanning services.

Step 2 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 3 Disable each virus-scanning service:

a. In the right pane, double-click the service.

b. Click the General tab, and click Stop.

c. In the Startup Type list, click Disabled, and click OK.

Step 4 When all virus-scanning services have been disabled, close the Services MMC.


If Cisco Security Agent for Cisco Personal Assistant is installed on the Personal Assistant server, disable the Cisco Security Agent service so that it does not interfere with the upgrade program. Otherwise, skip to the next procedure, "To Upgrade Personal Assistant Software by Using the Compact Disc."

To Disable the Cisco Security Agent Service (If Applicable)


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click Cisco Security Agent.

Step 3 Click the General tab, and click Stop.

Step 4 In the Startup Type list, click Disabled, and click OK.

Step 5 Click OK to close the Cisco Security Agent Properties dialog box.

Step 6 Close the Services MMC.


To Upgrade Personal Assistant Software by Using the Compact Disc


Step 1 Insert the Personal Assistant Installation disc in the CD-ROM drive. The Personal Assistant installation program launches automatically.

Step 2 In the Welcome window, click Next.

Step 3 In the End-User License Agreement window, click I Agree to accept the terms and continue.

The Cisco Personal Assistant Components window displays the components installed for the current version of Personal Assistant.

Step 4 Click Next.

The Cisco Personal Assistant Locales window displays the locales installed for the current version of Personal Assistant.

Step 5 Check the check boxes of any additional locales to install, if applicable.

Step 6 Click Next.

The Cisco CallManager Database Location window displays the following information:

Host name of the Cisco CallManager publisher.

Windows 2000 user name for the server that is the Cisco CallManager publisher.

Step 7 Enter the Windows 2000 password.

The password must match the password on the Cisco CallManager publisher server. If you do not have a password set for Windows 2000 on the Cisco CallManager publisher server, leave the password field blank.


Note You must be able to access the Cisco CallManager system from the computer on which you are upgrading Personal Assistant. When you click Next, the installer verifies connectivity to the Cisco CallManager system. If it cannot reach Cisco CallManager, it generates an error and the upgrade will not continue.


Step 8 Click Next.

Step 9 In the Ready to Install Cisco Personal Assistant window, click Next.

The upgrade of Personal Assistant components takes 10 to 15 minutes. Note that the upgrade program blanks the password for the Personal Assistant server. When complete, the program prompts you to reset the password for the Cisco IP Telephony Applications server. Note that the prompt actually is referring to the password for the Personal Assistant server.

Step 10 Set the password for the Personal Assistant server, and click OK.

Step 11 Click Yes to restart the computer.


Do the following procedure to have Personal Assistant update speech-recognition grammars and user information from the corporate directory.

To Refresh the System


Step 1 Log on to the Personal Assistant Administration interface.

Step 2 Click System > Speech Services.

Step 3 On the Speech Services Configuration page, click Refresh Now.

Note that the refresh can take up to one hour, depending on the size of the corporate directory, the number of locales installed, and the number of directory hierarchies configured.

Step 4 After the refresh is complete, verify the refresh status by clicking Last Refresh Details.

If the refresh was not successful, refer to the "Troubleshooting Failed System Refreshes" section in the "Troubleshooting Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 to resolve the problem before proceeding. Otherwise, Personal Assistant services may not run and some Personal Assistant features may be unavailable. (The guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/ag/ag141/index.htm.)


If virus-scanning software is installed on the Personal Assistant server, re-enable the virus-scanning services after the system refresh completes successfully. Otherwise, skip to the next procedure, "To Re-enable the Cisco Security Agent Service (If Applicable)."

To Re-enable Virus-Scanning Services (If Applicable)


Step 1 Refer to the virus-scanning software documentation to determine the names of the virus-scanning services.

Step 2 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 3 Re-enable each virus-scanning service:

a. In the right pane, double-click the service.

b. On the General tab in the Startup Type list, click Automatic, and click OK.

c. In the right pane, right-click the service, and click Start.

Step 4 When all virus-scanning services have been re-enabled, close the Services MMC.


If Cisco Security Agent for Cisco Personal Assistant is installed on the Personal Assistant server, you must re-enable the Cisco Security Agent service before it can monitor the Personal Assistant server again.

To Re-enable the Cisco Security Agent Service (If Applicable)


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click Cisco Security Agent.

Step 3 On the General tab, in the Startup Type list, click Automatic.

Step 4 Click Start.

Step 5 Click OK to close the Cisco Security Agent Properties dialog box.

Step 6 Close the Services MMC.


Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Patch File


Note If you are using the compact disc to upgrade to Personal Assistant 1.4(5), see the "Upgrading to Personal Assistant 1.4(5) from Version 1.4(x) by Using the Compact Disc" section.


Personal Assistant version 1.4(5) is available as a patch release that you download from the Personal Assistant Software Download page. The patch file must be installed on each Personal Assistant server.

We recommend that before you upgrade Personal Assistant, you upgrade the IP telephony operating system to the latest version. New versions can include security patches, cumulative security patches, engineering specials, BIOS and driver updates, and other customizations specific to Cisco platforms and applications. Cisco IP telephony operating system releases and information are available at http://www.cisco.com/cgi-bin/tablebuild.pl/cmva-3des.

Do the seven procedures in this section as applicable and in the order listed to upgrade Personal Assistant on a system that is currently running Personal Assistant 1.4(x).

Note that Personal Assistant will be out of service while the system is upgraded. Plan to upgrade the software on a day and time when the suspension of Personal Assistant will have the least impact.

If virus-scanning software is installed on the Personal Assistant server, disable the virus-scanning services so that they do not interfere with the upgrade program. Otherwise, skip to the next procedure, "To Disable the Cisco Security Agent Service (If Applicable)."

To Disable Virus-Scanning Services (If Applicable)


Step 1 Refer to the virus-scanning software documentation to determine the names of the virus-scanning services.

Step 2 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 3 Disable each virus-scanning service:

a. In the right pane, double-click the service.

b. Click the General tab, and click Stop.

c. In the Startup Type list, click Disabled, and click OK.

Step 4 When all virus-scanning services have been disabled, close the Services MMC.


If Cisco Security Agent for Cisco Personal Assistant is installed on the Personal Assistant server, disable the Cisco Security Agent service so that it does not interfere with the upgrade program. Otherwise, skip to the next procedure, "To Upgrade Personal Assistant Software by Using the Patch File."

To Disable the Cisco Security Agent Service (If Applicable)


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click Cisco Security Agent.

Step 3 Click the General tab, and click Stop.

Step 4 In the Startup Type list, click Disabled, and click OK.

Step 5 Click OK to close the Cisco Security Agent Properties dialog box.

Step 6 Close the Services MMC.


To Upgrade Personal Assistant Software by Using the Patch File


Step 1 Confirm that the computer you are using has up to 1.25 GB of hard-disk space for downloading and unzipping the patch file.

Step 2 On a computer with a high-speed Internet connection, go to the Cisco Personal Assistant Software Download page at http://www.cisco.com/cgi-bin/tablebuild.pl/assist.


Note To access the software download page, you must be logged on to Cisco.com as a registered user.


Step 3 Click the file Pa-fmu.1-4-5.exe.

Step 4 Follow the on-screen prompts to complete the download.

Step 5 On the Personal Assistant server, browse to the location where you saved the downloaded file, and double-click it.

Note that it may take up to several minutes for the second extraction phase of the upgrade program to complete. The length of time depends on the platform. During this phase, the progress bar may not display the status.

Step 6 Follow the on-screen prompts to complete the software upgrade.

Step 7 When the upgrade program has completed, delete the downloaded .exe file to free disk space.


In the next procedure, you configure the Personal Assistant services PASPREC_<Locale> and PASPCS_<Locale> to log on as an account with domain administrator privileges for the Personal Assistant domain. The services must be configured for each locale if the system is using Personal Assistant clusters.

If the system is not using Personal Assistant clusters, skip to the "To Refresh the System" procedure.

If the system is using Personal Assistant clusters and you are upgrading from Personal Assistant version 1.4(4) or 1.4(3), skip to the "To Refresh the System" procedure. The services are already configured to log on with the correct privileges.

If the system is using Personal Assistant clusters and you are upgrading from Personal Assistant version 1.4(2) or 1.4(1), do the following procedure. The services may not be configured to log on with the correct privileges.

To Configure the PASPREC_<Locale> and PASPCS_<Locale> Services for Each Locale (Using Personal Assistant Clusters and Upgrading from Version 1.4(2) or 1.4(1) Only)


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click PASPREC_<Locale>.

Step 3 Click the Log On tab.

Step 4 Click This Account.

Step 5 Click Browse.

Step 6 In the Select User dialog box, in the Look In list, click the name of the domain to which the Personal Assistant server belongs.

Step 7 Double-click the name of the account with Personal Assistant domain administrator privileges.

Step 8 Enter and confirm the password.

Step 9 Click Apply.

Step 10 Click the General tab.

Step 11 Click Stop.

Step 12 Click Start.

Step 13 Click OK.

Step 14 In the right pane, double-click PASPCS_<Locale>.

Step 15 Repeat Step 3 through Step 13 for the PASPCS_<Locale>.

Step 16 Repeat Step 2 through Step 15 for each additional locale.

Step 17 When you are finished configuring the services, close the Services window.


Do the following procedure to have Personal Assistant update speech-recognition grammars and user information from the corporate directory.

To Refresh the System


Step 1 Log on to the Personal Assistant Administration interface.

Step 2 Click System > Speech Services.

Step 3 On the Speech Services Configuration page, click Refresh Now.

Note that the refresh can take up to one hour, depending on the size of the corporate directory, the number of locales installed, and the number of directory hierarchies configured.

Step 4 After the refresh is complete, verify the refresh status by clicking Last Refresh Details.

If the refresh was not successful, refer to the "Troubleshooting Failed System Refreshes" section in the "Troubleshooting Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 to resolve the problem before proceeding. Otherwise, Personal Assistant services may not run and some Personal Assistant features may be unavailable. (The guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/ag/ag141/index.htm.)


If virus-scanning software is installed on the Personal Assistant server, re-enable the virus-scanning services after the system refresh completes successfully. Otherwise, skip to the next procedure, "To Re-enable the Cisco Security Agent Service (If Applicable)."

To Re-enable Virus-Scanning Services (If Applicable)


Step 1 Refer to the virus-scanning software documentation to determine the names of the virus-scanning services.

Step 2 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 3 Re-enable each virus-scanning service:

a. In the right pane, double-click the service.

b. On the General tab in the Startup Type list, click Automatic, and click OK.

c. In the right pane, right-click the service, and click Start.

Step 4 When all virus-scanning services have been re-enabled, close the Services MMC.


If Cisco Security Agent for Cisco Personal Assistant is installed on the Personal Assistant server, you must re-enable the Cisco Security Agent service before it can monitor the Personal Assistant server again.

To Re-enable the Cisco Security Agent Service (If Applicable)


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click Cisco Security Agent.

Step 3 On the General tab, in the Startup Type list, click Automatic.

Step 4 Click Start.

Step 5 Click OK to close the Cisco Security Agent Properties dialog box.

Step 6 Close the Services MMC.


Upgrading to Personal Assistant 1.4(5) from Version 1.3(x)

To upgrade to Personal Assistant 1.4(5) from version 1.3(x), refer to the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4. The guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/ag/ag141/index.htm.

To upgrade from Personal Assistant version 1.2(x), you must first upgrade to version 1.3(x). Refer to the Cisco Personal Assistant 1.3 Administration Guide at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist3/eng/admgd/index.htm.

Upgrading from Personal Assistant version 1.1 is not supported.

New and Changed Requirements and Support—Release 1.4(5)

This section contains information on new and changed requirements and support in the Personal Assistant Release 1.4(5) time frame only. Refer to the release notes of the applicable version for information on new and changed requirements and support with earlier versions of Personal Assistant. Release notes for all versions of Personal Assistant are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2026/prod_release_notes_list.html.

Canadian French Enhanced Text to Speech

Personal Assistant enhanced text to speech (TTS) is available in Canadian French.

Cisco CallManager 4.1(x)

Cisco CallManager version 4.1(x) is supported for use with Personal Assistant version 1.4(5). Personal Assistant supports using Cisco CallManager 4.1(x) only in non-secure mode.

Cisco CallManager 3.2(x) and Earlier No Longer Supported

Cisco CallManager versions 3.2(x) and earlier are not supported for use with Personal Assistant versions 1.4(5) and later.

Cisco Security Agent for Cisco Personal Assistant Versions 1.1(3a) and 1.1(3)

Cisco Security Agent for Cisco Personal Assistant versions 1.1(3a) and 1.1(3) are supported for use with Personal Assistant version 1.4(5).

Microsoft Active Directory 2003

Revised June 29, 2005

Microsoft Active Directory 2003 is supported for use with Personal Assistant version 1.4(5).

Updated Speech Software

Personal Assistant version 1.4(5) ships with new versions of speech software.

New and Changed Functionality—Release 1.4(5)

This section contains information on new and changed functionality in the Personal Assistant Release 1.4(5) time frame only. Refer to the release notes of the applicable version for information on new and changed functionality with earlier versions of Personal Assistant. Release notes for all versions of Personal Assistant are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2026/prod_release_notes_list.html.

Criteria for Call-Routing Rules

Users can construct call-routing rules that select for internal or external calls.

Internal calls are those that originate from a number that is listed in the corporate directory, a personal destination defined by any Personal Assistant user, or a phone number that is included in the user's personal address book.

In addition, more wildcard characters are available for constructing rules that include or exclude callers by phone number. Wildcard characters allow users to specify a pattern that matches multiple phone numbers.

Follow Me Option to Send Calls to Voice Mail

Users have the option of having Personal Assistant transfer calls to voice mail when they are not answered at the Follow Me destination.

Forced-Authorization Codes and Client-Matter Codes for Destinations—Cisco CallManager 4.1(x)

If the system is using Cisco CallManager 4.1(x), Personal Assistant allows users to associate forced-authorization codes (FACs) and client-matter codes (CMCs) with destinations for which your organization requires them. For example, to prevent toll fraud, users may have to enter a FAC for long-distance calls. Users may also have to provide a CMC for some destinations to enable your system to track calls for billing purposes.

Administrators can also associate FACs and CMCs with destinations that they create for use in systemwide rules.

Note that if a required code is not provided for a destination, Personal Assistant is unable to transfer the call to the destination. If an active rule includes the single destination, callers who use Personal Assistant to dial the user will hear a prompt saying that the call could not go through and callers who dial the user directly will hear a fast busy tone. If an active rule includes the destination as part of a destination group, callers will not hear a prompt and Personal Assistant will try the next destination in the group.

Note that if the system is not using Cisco CallManager 4.1(x), users can enter information in the FAC and CMC fields, but Personal Assistant does not use the information.

Improved Methods for Prioritizing Dial Rules and Directory Lookup Rules

Administrators can specify the priority of a dial rule or directory lookup rule when they create it. In previous versions of Personal Assistant, a new rule was automatically given the lowest priority.

In addition, administrators can optionally reset the priority by entering the new priority instead of by using the up and down arrows to move the rule to the new position.

Personal Assistant Interface Changes

The following pages of the Personal Assistant interfaces have been changed to improve usability and account for new functionality:

In the Personal Assistant Administration interface, the Dial Rules Configuration page and the Directory Lookup Rules page were redesigned and the methods for setting rule priorities changed.

In the Personal Assistant Administration interface and the Personal Assistant user web interface, the Destinations page contains the new fields Forced Authorization Code and Client Matter Code, and the methods for adding and for updating a destination changed.

In the Personal Assistant user web interface, the Rules page contains the new field Caller.

Installation and Upgrade Notes

For detailed information on installing a new Personal Assistant 1.4(x) system, refer to the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/ag/ag141/index.htm.

Upgrading Cisco CallManager After Personal Assistant 1.4(x) Is Installed

The following two sections contain information on reconfiguring Cisco CallManager to work with Personal Assistant when Cisco CallManager is upgraded after the Personal Assistant system is set up:

Updating JTAPI Files

Reconfiguring Media Port and Interceptor Port CTI Route Point Settings—Upgrading from Cisco CallManager 3.3(x) or Earlier

Updating JTAPI Files

When you upgrade to Cisco CallManager version 4.1(x), 4.0(x), or 3.3(x) after you have installed Personal Assistant 1.4(x), you must update the JTAPI files on each Personal Assistant server. Personal Assistant includes the latest JTAPI files for each supported version of Cisco CallManager.

You can run a script to install the latest JTAPI files corresponding to the version of Cisco CallManager:

Cisco CallManager 4.1(x)

Run the Pa-ccm41.bat script from the Program files\Cisco systems\Personal assistant\Lib folder.

Cisco CallManager 4.0(x)

Run the Pa-ccm40.bat script from the Program files\Cisco systems\Personal assistant\Lib folder.

Cisco CallManager 3.3(x)

Run the Pa-ccm33.bat script from the Program files\Cisco systems\Personal assistant\Lib folder.



Note Running a script stops and restarts the Personal Assistant services, so you should plan to run the script when the suspension of Personal Assistant will have the least impact.


Reconfiguring Media Port and Interceptor Port CTI Route Point Settings—Upgrading from Cisco CallManager 3.3(x) or Earlier

When you upgrade Cisco CallManager from version 3.3(x) or earlier to version 4.0(x) or later, you must reconfigure the call-waiting settings for each media port by setting the Maximum Number of Calls to 2 and the Busy Trigger to 1.

In addition, for each Personal Assistant interceptor port CTI route point, you must reconfigure the Forward No Answer, Forward Busy, and Forward on Failure settings as follows:

In the Destination field, enter the same phone number that you entered in the Directory Number field for the route point.

In the Calling Search Space list, click the same calling search space that you chose for the directory number.

Note that for Cisco CallManager version 4.1(x), you must reconfigure both the internal and external call-forwarding settings with the same values.

Upgrading the IP Telephony Operating System

As a best practice, we recommend that you maintain the IP telephony operating system on the Personal Assistant server with the latest update or service release. New versions can include security patches, cumulative security patches, engineering specials, BIOS and driver updates, and other customizations specific to Cisco platforms and applications.

Cisco IP telephony operating system releases and information are available at http://www.cisco.com/cgi-bin/tablebuild.pl/cmva-3des.

Limitations and Restrictions

Cisco Unity Phone Password Cannot Be Reset in Personal Assistant

The Cisco Unity phone password cannot be reset by using the Personal Assistant Administration interface. When the Personal Assistant system is configured to authenticate users by using the Cisco Unity phone password as the Personal Assistant PIN, users can change their PINs only by resetting their phone passwords in Cisco Unity.

Encoding for Cisco Unity Recorded Names and Voice Messages

Personal Assistant cannot load Cisco Unity recorded names unless they are encoded in CCITT Mu-Law format (G.711 Mu-Law). Similarly, Personal Assistant cannot play Cisco Unity messages unless they are encoded in G.711 Mu-Law format.

Extension Not Always Displayed for Calls Through a Gateway

When a call goes through a gateway, Personal Assistant may not display the caller extension. Depending on the Cisco CallManager or gateway settings, Personal Assistant may display the media port number instead.

Outlook 2002 Service Pack 2 Problems with Address Book Synchronization

With some versions of Microsoft Outlook 2002 Service Pack 2, Outlook can crash when users try to access an Outlook contact created by the synchronization with their address books.

The problem with Outlook 2002 Service Pack 2 is known and occurs when any application creates contacts.

To avoid the problem, install Outlook 2002 version 10.<4608 or later>.4219 SP-2.

For more information, refer to caveat CSCuk45497. (If you have an account with Cisco.com, you can use Bug Toolkit to find caveats of any severity for any release. Bug Toolkit is available at http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.)

Personal Assistant Cannot Be Uninstalled

Personal Assistant does not provide a program for uninstalling the software.

Personal Assistant Configuration on the Network

The following list describes limitations and restrictions on how Personal Assistant can be configured on the network:

You cannot install Personal Assistant on the same server as any other Cisco IP Telephony applications, such as Cisco CallManager, Cisco Interactive Voice Response, and Cisco Auto Attendant. The installation program will terminate if it detects any such applications already installed on the server.

You cannot install Personal Assistant on a Windows domain controller.

To integrate Personal Assistant with Cisco Unity 4.0(x) or 3.1(x) (with Exchange 2003, 2000, or 5.5), you must have those applications installed on your network on servers separate from Personal Assistant. If you are using Windows 2000 domains on your network, you must install Personal Assistant in the same domain as the Exchange server or in a domain trusted by its domain.

You cannot mix different versions of Personal Assistant components in the same cluster.

You cannot install the enhanced text-to-speech server on the Cisco CallManager server or on the Cisco Unity server.

Rule Processing for Systems with Other JTAPI Applications

To allow another JTAPI application (such as IPMA) to intercept and process an incoming call first when Personal Assistant and other JTAPI applications are installed on the same Cisco CallManager cluster, you must disable rule processing on calls made through the Personal Assistant route point.

Text to Speech

Personal Assistant ships with an American English text-to-speech engine. If you plan to use another locale for speech recognition and for the web-based interfaces, we recommend that you use enhanced text to speech (a licensed Personal Assistant feature).

Voice-Message Labeling When Calling from Another User Phone

When a user makes a call through Personal Assistant from another user phone, if the call is transferred to voice mail and the user leaves a message, the message is not labeled as being from the user who called. Instead, it is labeled as being from the user to whom the phone is associated.

Voice Messages Cannot Be Forwarded to Multiple Users Without Using a Caller Group

Personal Assistant allows a user to forward a Cisco Unity voice message to either a single user or to a caller group.

Caveats

This section describes severity 1, 2, and select severity 3 caveats.

If you have an account with Cisco.com, you can use Bug Toolkit to find more information on the caveats in this section, in addition to caveats of any severity for any release. Bug Toolkit is available at http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Note that this section contains caveat information for Personal Assistant Release 1.4(5) only. Refer to the release notes of the applicable version for caveat information for earlier versions of Personal Assistant. Release notes for all versions of Personal Assistant are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2026/prod_release_notes_list.html.

Open Caveats—Release 1.4(5)

Table 1 Cisco Personal Assistant Release 1.4(5) Open Caveats 

Caveat Number
Severity
Component
Description

CSCef93790

2

other

Calls to internal PA-managed devices on Cisco CallManager 4.1(x) receive fast busy when the Personal Assistant server is unavailable.

The problem occurs when the Personal Assistant server is configured by using the Personal Assistant configuration wizard.

Workaround

On the Cisco CallManager, manually set the Internal Call Forward No Answer and Internal Call Forward Busy parameters for the Personal Assistant interceptor port CTI route points with the same values used for the External Call Forward No Answer and External Call Forward Busy parameters.

CSCea54794

3

dialbyname

Administrators cannot access subsequent pages after logging on to the Personal Assistant Administration interface by using http://<Server name>/pasystemadmin.

Workaround

Log on to the interface by using either of the following URLs, as applicable:

http://<Server IP address>/pasystemadmin

http://localhost/pasystemadmin

CSCeb55027

3

other

The Personal Assistant server suddenly restarts. An error message like this appears in the system event log: "Transmit No Buffers."

This problem was observed on a Personal Assistant 1.3(4.1) system running on a 7835-1000 and integrated with Cisco CallManager version 3.2(2c)ES77.2.

There is no workaround.

CSCec45657

3

other

After Personal Assistant is newly installed or upgraded, some Personal Assistant services do not start and the following error message appears when attempting to log on to the Personal Assistant Administration interface:

"Initialization Error - There was an error initializing the System Administration server: javax.servlet.ServletException: com.cisco.pa.util.PAAdminException: LDAPURL: no such key. Please restart PAWebAdmin service."

The problem might occur with Personal Assistant 1.4(1) and earlier installs or upgrades.

Workaround

1. Make a backup copy of the file PABootStrap.properties in the Program Files\Cisco Systems\Personal Assistant\Etc directory.

2. Open the file in a text editor.

3. Under the heading Internal Directory Server URL, replace DS=Default with LDAPURL=ldap://x.x.x.x:8404 where x.x.x.x is the IP address of the Cisco CallManager publisher with the DCD directory database. Do not add spaces or returns to the file.

4. Save the file.

5. Restart the Personal Assistant server.

CSCed61182

3

install_product

Telephony problems that should be fixed by upgrading Personal Assistant persist after the upgrade.

This problem is seen when the upgrade program fails to automatically install the most current Jtapi.jar file.

Workaround

Manually install the latest Jtapi.jar file by browsing to the %PAROOT%lib directory on the Personal Assistant server and double-clicking <Pa-ccmXX.bat> where XX is your version of Cisco CallManager. For example, if you are using Cisco CallManager 3.3(2), double-click Pa-ccm33.bat. When the installation is complete, the .bat file will restart the Personal Assistant server.

CSCee03220

3

install_product

After reinstalling Personal Assistant, the Personal Assistant Configuration wizard cannot be started. The message "File not found" appears instead.

This happens because the Personal Assistant installation program removes the directory that contains the configuration wizard program.

Workaround

Reinstall the wizard.

CSCee46918

3

other

Callers hear a 5-second delay when Personal Assistant is transferring calls to Cisco Unity voice mail.

The problem occurs when voice-mail ports are included in a device pool that also includes media resources (MOH).

Workaround

Configure a device pool exclusively for voice-mail ports.

CSCef72339

3

telephony

When Personal Assistant transfers a call to voice mail, the caller does not hear the first several seconds of the user greeting.

The problem has been observed when Personal Assistant version 1.4(3.2) or later is integrated with Cisco CallManager version 3.x.

Workaround

Upgrade Cisco CallManager to version 4.x.

CSCef76029

3

systemadmin

On the Messaging Configuration page of the Personal Assistant Administration interface, clicking Add Server or Update for a voice-mail server saves all of the information on the page.

There is no workaround.

CSCef93767

3

other

The secondary server in a Personal Assistant cluster is not running.

The problem occurs when the secondary server is reconfigured by using the Personal Assistant configuration wizard.

Workaround

Log on to the secondary server and manually start the PAWebadmin and PAServer services.

CSCef93824

3

other

Internal calls to PA-managed devices on a load balanced Personal Assistant cluster receive fast busy when media ports are free on the load balancing server.

The problem occurs when the system is using Cisco CallManager 4.1(x) and the Personal Assistant servers are configured by using the Personal Assistant configuration wizard.

Workaround

On the Cisco CallManager, set the Internal Call Forward No Answer and Internal Call Forward Busy parameters for the Personal Assistant route point and Personal Assistant Auto Attendant route points with the same values used for the External Call Forward No Answer and External Call Forward Busy parameters.

CSCeg10342

3

install_product

The Personal Assistant services do not start because they are not assigned the correct Logon As Service rights.

This is observed when both the web-administration and speech-recognition server components are not installed on the same machine as the Personal Assistant server component.

Workaround

1. On the server with the Personal Assistant web-administration and speech-recognition server components, log on as a local administrator.

2. On the Windows Start menu, click Programs > Administrative Tools > Services.

3. Double-click PAWebadmin.

4. Click the Log On tab.

5. Confirm that This Account is selected, and that the correct account is displayed.

6. Manually re-enter the password in the Password field.

7. Manually re-enter the password in the Confirm Password field.

8. Click OK. A message box indicating that the account has been granted Logon as Service rights appears.

9. Click OK to dismiss the message box.

10. Exit the Services interface.

CSCuk45601

3

other

Personal Assistant speech recognition is slow to respond to voice input.

This occurs the first time speech recognition is used after either the Personal Assistant server is restarted or the system is refreshed.

There is no workaround.

CSCuk45726

3

voicemail

Cannot access voice mail, calendar (for rules processing), or paging servers.

This occurs when one of the server names or mailbox names have changed after the first access attempt.

Workaround

Delete the MAPI profile from the Windows registry.

1. Log on to Windows by using the account under which the PAServer service is running.

2. Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.)

3. If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

4. Expand the registry key
HKEY_CURRENT_USER > Software > Microsoft > Windows NT > CurrentVersion > Windows Messaging Subsystem > Profiles.

5. Right-click Unity System Profile, and click Delete.

6. Close the registry editor.

The new profile should be automatically created the first time someone accesses voice mail through the Personal Assistant server.

CSCuk47244

3

telephony

CTI route points fail to register with a Personal Assistant cluster failover server.

The condition occurs when the primary server is hard-down (will not restart) and a change requiring a server restart is made to a CTI route point on the Server Configuration page of the Personal Assistant Administration interface. Although a restart message confirmation box appears, only the primary server is directed to restart. The failover servers do not restart, but instead continue to run with the original configuration.

Workaround

Manually stop and restart the PAServer service on the failover servers. Note that the workaround interrupts Personal Assistant.


Resolved Caveats—Release 1.4(5)

Table 2 Cisco Personal Assistant Release 1.4(5) Resolved Caveats 

Caveat Number
Severity
Component
Description

CSCed55308

2

app-serviceability

Personal Assistant does not support customizing JTAPI properties.

CSCef45420

2

telephony

Voice mail access through Personal Assistant fails when using Cisco Unity 4.0(4).

CSCef82936

2

voicemail

Users cannot browse voice mail because Personal Assistant cannot read the registry on the Cisco Unity server.

CSCdz06857

3

dialbyname

After upgrading Personal Assistant, Cisco Unity recorded names cannot be loaded for use as Personal Assistant spoken names.

CSCed32431

3

other

Personal Assistant does not provide progress information during a refresh.

CSCed32457

3

pauseradmin

In the Personal Assistant user web interface, the Edit Destinations page and the Preferences >Settings page display a default call-pickup timeout value of 0 instead of displaying the systemwide value set by the administrator when the user does not enter a value on the Settings page.

CSCed45076

3

rulesadmin

Personal Assistant incorrectly reports that rule-set activation and deactivation by phone is successful when Personal Assistant is integrated with a Cisco CallManager cluster and the Cisco CallManager publisher is unavailable.

CSCed48543

3

other

Refreshes fail when Personal Assistant is configured in a cluster and the primary Personal Assistant server suffers a catastrophic failure.

CSCee74617

3

dialbyname

Personal Assistant rejects disambiguation input when barge-in is disabled.

CSCef04532

3

rules

Personal Assistant routes calls to the original called number instead of applying the active user rule(s).

CSCef53555

3

telephony

Personal Assistant drops calls from the PSTN when an active call-routing rule applies and the called user does not have call screening enabled.

CSCef75917

3

voicemail

Users cannot access their voice-mail box and synchronizing recorded names does not work after the Unique Attribute for Message Store setting is changed in the message store configuration.

CSCef79153

3

pauseradmin

Personal Assistant users cannot log on when the Cisco CallManager cluster publisher is unavailable.

CSCef82498

3

pauseradmin

Personal Assistant cannot read personal address book entries that are added by using Cisco CallManager user page.

CSCef82500

3

systemadmin

Personal Assistant does not apply directory lookup rules to cell phone or home phone numbers.

CSCef82510

3

pauseradmin

Personal address book synchronization fails but reports success when Personal Assistant encounters special characters such as new line characters or commas in the Exchange Contacts list.

CSCeg13688

3

rules

Personal Assistant temporarily disables rule processing for a user when it receives three calls for the user within a 30-second interval.

CSCeg25591

3

voicemail

Personal Assistant does not prompt you to restart the server after changing the unique attributes (corporate directory or message store) in the messaging configuration.

CSCuk45496

3

other

Personal Assistant plays the main menu prompt during a dial-by-location or dial-by-department session.


Documentation Updates

Omissions

This section lists new and additional information that is not included in the current Cisco Personal Assistant documentation. The new and additional information will be incorporated in a future documentation release, or as otherwise noted.

Call-Forwarding Settings for Personal Assistant Interceptor Port Route Points When Using Cisco CallManager 4.1: Cisco Personal Assistant Installation and Administration Guide

The procedure "To Create Route Points and Configure Error Handling for the Personal Assistant Interceptor Ports" in the "Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 4.0 and Later" section in the "Configuring Cisco CallManager for Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 should include the following information:

In Cisco CallManager version 4.1, the call-forwarding settings—Forward Busy, Forward No Answer, and Forward on Failure—include an internal setting and an external setting. Both the internal and external call-forwarding settings must be configured with the same values.

Default Call Pickup Timeout: Cisco Personal Assistant Installation and Administration Guide

The "Considerations" column for the Call Pickup Timeout field in Table A-10 in the "Miscellaneous Settings" section in the "Personal Assistant Administration Page Reference" appendix of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 should include the following information:

The default value is 8 seconds.

If you save the configuration without entering a value in the field, Personal Assistant uses 8 seconds but does not display a value on the page. If you change and save the setting from a non-blank value to blank, Personal Assistant uses 8 seconds and displays it on the page.

Stopping Personal Assistant Services: Cisco Personal Assistant Installation and Administration Guide

The "Troubleshooting Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 should contain a section called "Stopping Personal Assistant Services" that contains the following information:

Do one of the following two procedures to stop all Personal Assistant services:

To Stop All Personal Assistant Services by Using the Control Center and the Windows Services MMC

To Stop All Personal Assistant Services by Using Only the Windows Services MMC

To Stop All Personal Assistant Services by Using the Control Center and the Windows Services MMC


Step 1 Do the procedure in the "Stopping Personal Assistant Components" subsection in the "Task List for Upgrading from Personal Assistant Version 1.3(x)" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4. (The procedure stops all Personal Assistant services except for the web service and the enhanced text-to-speech service, if applicable.)

Step 2 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 3 In the right pane, double-click each of the applicable services listed below. For each service, on the General tab, click Stop.

PAWebadmin.

PATTSServer, if the enhanced text-to-speech engine is installed.

Step 4 Close the Services MMC.


To Stop All Personal Assistant Services by Using Only the Windows Services MMC


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click each of the applicable services listed below. For each service, on the General tab, click Stop.

PAServer.

PASPNLM.

PASPRM.

PASPCS_<Locale>, for each locale that is running.

PASPREC_<Locale>, for each locale that is running.

PAWebadmin.

PATTSServer, if the enhanced text-to-speech engine is installed and running.

Step 3 Close the Services MMC.


Troubleshooting Information

Personal Assistant troubleshooting information can be found in the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/ag/ag141/index.htm.

Cisco Personal Assistant Documentation

For descriptions and URLs of Personal Assistant documentation on Cisco.com, refer to About Cisco Personal Assistant Documentation. The document is shipped with Personal Assistant and is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/about/padoc.htm.

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/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

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

Product Documentation DVD

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 website 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 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

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/

Cisco will continue to support documentation orders using the Ordering tool:

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

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

Instructions for ordering documentation using the Ordering tool are at this URL:

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

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 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

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.htm

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.

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