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Release Notes for Cisco Personal Assistant Release 1.4(6)

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Release Notes for Cisco Personal Assistant Release 1.4(6)

Table Of Contents

Release Notes for Cisco Personal Assistant Release 1.4(6)

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(6) from Version 1.4(5) by Using the DVD

Upgrading to Personal Assistant 1.4(6) from Version 1.4(5) by Using the Patch File

Upgrading to Personal Assistant 1.4(6) from Versions 1.4(4) and Earlier

New and Changed Requirements and Support—Release 1.4(6)

Cisco CallManager 4.2(1)

Cisco Unity Versions 4.2(1) and 4.1(1) with Exchange

Personal Assistant Configuration Wizard

Secure Directory Access

Software Versions That Are No Longer Supported

Updated Speech Software

New and Changed Functionality—Release 1.4(6)

Auto Attendant Option to Play Recorded Name for Internal Users

Personal Assistant Can Be Uninstalled

Personal Assistant Installation and Upgrade Program Changes

Personal Assistant Interface Changes

Personal Assistant Options for Handling Unrecognized Numbers

Secure Connection Is Used for Administration and User Web Interfaces

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

Authenticating by Using the Cisco Unity Phone Password

Cisco CallManager Is Not Supported in Secure Mode

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 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(6)

Resolved Caveats—Release 1.4(6)

Documentation Updates

Errors

Integrating Personal Assistant with a Cisco Unity Voice Messaging System: Cisco Personal Assistant Installation and Administration Guide

Integrating Personal Assistant with Exchange 5.5: Cisco Personal Assistant Installation and Administration Guide

Installing and Upgrading Personal Assistant Software: Cisco Personal Assistant Installation and Administration Guide

Omissions

Call-Forwarding Settings for Personal Assistant Interceptor Port Route Points When Using Cisco CallManager 4.2(1) or 4.1(x): Cisco Personal Assistant Installation and Administration Guide

Configuring Secure Directory Access (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide

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

Installing Personal Assistant Software (Version 1.4(6)): Cisco Personal Assistant Installation and Administration Guide

Integrating Personal Assistant with Microsoft Exchange (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide

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

Task List for Installing Personal Assistant on a New System (Version 1.4(6)): 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(6)


Published April 21, 2006

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(6).

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.

Contents

This document contains the following sections:

System Requirements and Supported Software

Determining the Personal Assistant Version

Upgrading to Personal Assistant 1.4(6) from Version 1.4(5) by Using the DVD

Upgrading to Personal Assistant 1.4(6) from Version 1.4(5) by Using the Patch File

Upgrading to Personal Assistant 1.4(6) from Versions 1.4(4) and Earlier

New and Changed Requirements and Support—Release 1.4(6)

New and Changed Functionality—Release 1.4(6)

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 five sections describe requirements for a Personal Assistant 1.4(6) system and optional software supported for use with version 1.4(6):

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 4.2(1), 4.1(x), and 4.0(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 4.2(1), 4.1(1), and 4.0(x) with Exchange 2003 or Exchange 2000 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 versions 8.0 and 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(6) from Version 1.4(5) by Using the DVD


Note If you are using the patch file to upgrade to Personal Assistant 1.4(6), see the "Upgrading to Personal Assistant 1.4(6) from Version 1.4(5) by Using the Patch File" section.


Personal Assistant version 1.4(6) is available on a DVD. 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 eight 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(5).

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 antivirus 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 antivirus 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 DVD."

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 DVD


Step 1 Log on to the computer from which you are running the Personal Assistant Installation program as a local administrator.

Step 2 Insert the Personal Assistant Installation DVD into the DVD drive. The Personal Assistant Installation wizard automatically launches.

If the wizard does not launch automatically, on the DVD, browse to the root directory, and double-click PASetup.exe.

Step 3 On the Personal Assistant Installation wizard Welcome screen, click Continue. The wizard checks the system.

Step 4 On the Upgrade to Cisco Personal Assistant 1.4(6) screen, click Next.

Step 5 On the Ready to Install the Components screen, click Install.

The wizard upgrades the Personal Assistant components installed on the server. The process takes 10 to 15 minutes to complete.

Step 6 When the upgrade has completed, click Finish. The wizard updates the default text-to-speech software. (Note that enhanced text-to-speech software is not updated.)

Step 7 Click Yes to restart the computer.


To enable Personal Assistant features that use Microsoft Exchange—such as voice-mail browsing, e-mail-based paging, calendaring, and synchronizing Personal Assistant user address books with Exchange contacts—if the server includes the Personal Assistant server component, do the next two procedures to ensure that the Personal Assistant server is in the Exchange domain and to install Exchange 2000 System Management tools.

Otherwise, skip to the procedure, "To Refresh the System."

To Add the Personal Assistant Server to the Exchange Domain (If Applicable)


Step 1 On the Windows Start menu, click Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click Properties.

Step 4 In the Identification Changes dialog box, click Domain, and enter the name of the domain to which the Exchange server belongs. (For example, ExchangeServer.cisco.com.)

Step 5 Click OK.

Step 6 In the Domain Username and Password dialog box, enter the name and password of an account that has permission to add computers to the domain.

Step 7 Click OK three times.

Step 8 Click Yes to restart the server.


To Install Exchange 2000 System Management Tools (If Applicable)


Step 1 Log on to the Personal Assistant server on which you are installing the Exchange 2000 System Management Tools by using an account that has domain administrator privileges, such as the account used to install Cisco Unity.

Step 2 Stop all of the Personal Assistant services. (See the "Stopping Personal Assistant Services: Cisco Personal Assistant Installation and Administration Guide" section.)

Step 3 Insert the Exchange 2000 CD into the CD-ROM drive. The Microsoft Exchange 2000 Enterprise Server window appears.

Step 4 Click Exchange Server Setup.

Step 5 On the Welcome to the Microsoft Exchange 2000 Installation Wizard screen, click Next.

Step 6 Follow the prompts until the Component Selection screen appears.

Step 7 On the Component Selection screen:

a. Click Microsoft Exchange 2000 in the component list.

b. Click Custom in the Action list for Microsoft Exchange 2000.

c. Click Microsoft Exchange System Management Tools in the component list.

d. Click Install in the Action list for Microsoft Exchange System Management Tools.

e. Click Next.

Step 8 Verify the information on the Component Summary screen, and click Next.

Step 9 When the installation is complete, click Finish.

Step 10 Restart the Personal Assistant services that you stopped in Step 2.

Step 11 We highly recommend that you install Exchange 2000 Service Pack 3 and the Exchange 2000 Post-Service Pack 3 Update Rollup.


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 antivirus 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 antivirus 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(6) from Version 1.4(5) by Using the Patch File


Note If you are using the DVD to upgrade to Personal Assistant 1.4(6), see the "Upgrading to Personal Assistant 1.4(6) from Version 1.4(5) by Using the DVD" section.


Personal Assistant version 1.4(6) 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 eight 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(5).

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 antivirus 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 antivirus 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 2.5 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.1-4-6.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 is complete, delete the downloaded .exe file to free disk space.


To enable Personal Assistant features that use Microsoft Exchange—such as voice mail browsing, e-mail-based paging, calendaring, and synchronizing Personal Assistant user address books with Exchange contacts—if the server includes the Personal Assistant server component, do the next two procedures to ensure that the Personal Assistant server is in the Exchange domain and to install Exchange 2000 System Management tools.

Otherwise, skip to the procedure, "To Refresh the System."

To Add the Personal Assistant Server to the Exchange Domain (If Applicable)


Step 1 On the Windows Start menu, click Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click Properties.

Step 4 In the Identification Changes dialog box, click Domain, and enter the name of the domain to which the Exchange server belongs. (For example, ExchangeServer.cisco.com.)

Step 5 Click OK.

Step 6 In the Domain Username and Password dialog box, enter the name and password of an account that has permission to add computers to the domain.

Step 7 Click OK three times.

Step 8 Click Yes to restart the server.


To Install Exchange 2000 System Management Tools (If Applicable)


Step 1 Log on to the Personal Assistant server on which you are installing the Exchange 2000 System Management Tools by using an account that has domain administrator privileges, such as the account used to install Cisco Unity.

Step 2 Stop all of the Personal Assistant services. (See the "Stopping Personal Assistant Services: Cisco Personal Assistant Installation and Administration Guide" section.)

Step 3 Insert the Exchange 2000 CD into the CD-ROM drive. The Microsoft Exchange 2000 Enterprise Server window appears.

Step 4 Click Exchange Server Setup.

Step 5 On the Welcome to the Microsoft Exchange 2000 Installation Wizard screen, click Next.

Step 6 Follow the prompts until the Component Selection screen appears.

Step 7 On the Component Selection screen:

a. Click Microsoft Exchange 2000 in the component list.

b. Click Custom in the Action list for Microsoft Exchange 2000.

c. Click Microsoft Exchange System Management Tools in the component list.

d. Click Install in the Action list for Microsoft Exchange System Management Tools.

e. Click Next.

Step 8 Verify the information on the Component Summary screen, and click Next.

Step 9 When the installation is complete, click Finish.

Step 10 Restart the Personal Assistant services that you stopped in Step 2.

Step 11 We highly recommend that you install Exchange 2000 Service Pack 3 and the Exchange 2000 Post-Service Pack 3 Update Rollup.


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 antivirus 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 antivirus 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(6) from Versions 1.4(4) and Earlier

You can upgrade to Personal Assistant 1.4(6) only from version 1.4(5).

To upgrade from versions 1.4(4) and earlier, you must first upgrade to version 1.4(5). For information about upgrading to version 1.4(5), refer to the Personal Assistant 1.4(5) release notes. 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.

New and Changed Requirements and Support—Release 1.4(6)

This section contains information on new and changed requirements and support in the Personal Assistant Release 1.4(6) 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.

Cisco CallManager 4.2(1)

Cisco CallManager version 4.2(1) is supported for use with Personal Assistant version 1.4(6). Personal Assistant supports using Cisco CallManager 4.2(1) only in non-secure mode or in mixed mode.

Cisco Unity Versions 4.2(1) and 4.1(1) with Exchange

Personal Assistant 1.4(6) supports Cisco Unity versions 4.2(1) and 4.1(1) with Exchange 2003 or Exchange 2000.

Personal Assistant Configuration Wizard

Personal Assistant 1.4(6) ships with the Personal Assistant configuration wizard. If you are installing a new Personal Assistant system, use this version of the wizard.

Secure Directory Access

To protect Personal Assistant configuration and corporate directory information, Personal Assistant 1.4(6) supports using LDAPS—the secure LDAP access protocol—when Cisco CallManager is integrated with DC Directory, Active Directory, or Netscape directory. See the "Configuring Secure Directory Access (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide" section, in the "Omissions" section, for details on how to configure secure directory access.

Software Versions That Are No Longer Supported

The following software is not supported for use with Personal Assistant version 1.4(6) and later:

Cisco CallManager version 3.3(x)

Cisco Unity version 3.1(x)

Microsoft Exchange version 5.5

Updated Speech Software

Personal Assistant version 1.4(6) ships with new versions of speech software.

New and Changed Functionality—Release 1.4(6)

This section contains information on new and changed functionality in the Personal Assistant Release 1.4(6) 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.

Auto Attendant Option to Play Recorded Name for Internal Users

A new field on the Miscellaneous Settings page of the Personal Assistant Administration interface allows administrators to have Auto Attendant play internal user recorded names before playing the welcome prompt, when the recorded name is available. See the "Personal Assistant Interface Changes" section for more details.

Personal Assistant Can Be Uninstalled

Personal Assistant software can be uninstalled by using Windows Add/Remove Programs.

Personal Assistant Installation and Upgrade Program Changes

The Personal Assistant installation and upgrade program has changed in the following ways:

The user interface is different.

After the installation or upgrade completes, the program installs or upgrades the default text-to-speech software, as applicable.

The program does not automatically install or upgrade MAPI components required for integrating Personal Assistant with Microsoft Exchange. (In fact, the upgrade program uninstalls the MAPI components previously installed.) Thus, to use Exchange-based features—such as voice-mail browsing, e-mail-based paging, calendaring, or synchronizing Personal Assistant user address books with Exchange contacts—Exchange 2000 System Management tools, which provide the MAPI components, must be manually installed on each server that has the Personal Assistant server component installed. For more information, see the "Integrating Personal Assistant with Microsoft Exchange (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide" in the "Documentation Updates" section, under "Omissions."

Personal Assistant Interface Changes

In the Personal Assistant Administration interface, the Miscellaneous Settings page contains the following two new sections:

Auto Attendant Prompts—If the Play Recorded Name for Internal Users check box is checked, Auto Attendant plays the recorded name of the user, if available, before playing the welcome prompt. If the user did not record a name, Auto Attendant plays a speech-generated name based on the user name in the directory.

When Called Number Is Not Routed by Personal Assistant—Allows you to have Personal Assistant play either a fast busy tone or the Personal Assistant prompt "The person you are trying to reach is unavailable, or you have dialed a number that does not exist" when Personal Assistant does not recognize the number.

Personal Assistant Options for Handling Unrecognized Numbers

New fields on the Miscellaneous Settings page of the Personal Assistant Administration interface allow administrators to configure the system to play either a fast busy tone or the Personal Assistant prompt when Personal Assistant does not recognize called numbers. See also the preceding section, "Personal Assistant Interface Changes."

Secure Connection Is Used for Administration and User Web Interfaces

The Personal Assistant Administration interface and the Personal Assistant user web interface use the Secure Sockets Layer (SSL) protocol. Using the SSL protocol ensures that all administrator or user credentials—as well as the information that an administrator or user enters on any page in the Personal Assistant Administration interface or the Personal Assistant user web interface—are encrypted as the data is sent across the network.

Earlier versions of Personal Assistant do not use SSL; instead data is sent across the network in clear text.

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 4.2(1), 4.1(x), or 4.0(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 4.2(1)

Run the Pa-ccm42.bat script from the Program files\Cisco systems\Personal assistant\Lib folder.

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.



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 versions 4.2(1) and 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

Authenticating by Using the Cisco Unity Phone Password

To have Personal Assistant authenticate users by using the Cisco Unity phone password as the Personal Assistant PIN, when Personal Assistant is using Cisco CallManager's DC Directory as the corporate directory, the values for the User ID fields in DC Directory and the alias fields on the Cisco Unity partner Exchange server must match. Otherwise, users will be unable to log on to Personal Assistant, and personal address book synchronization will not work.

Cisco CallManager Is Not Supported in Secure Mode

Personal Assistant can be used with Cisco CallManager 4.2(1) or 4.1(x) only in non-secure mode or in mixed mode.

Regardless of the mode used, Personal Assistant media ports must use non-secure mode. If Cisco CallManager configuration for Personal Assistant is done manually, ensure that the Personal Assistant media ports are configured to use non-secure mode. The Personal Assistant Configuration Wizard automatically uses non-secure mode to configure the media ports.

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 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.x (with Exchange 2003 or Exchange 2000), 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 lists Severity 1, 2, and 3 caveats.

You can find the latest caveat information for Personal Assistant version 1.4(6)—in addition to caveats of any severity for any release—by using Bug Toolkit, an online tool available for customers to query defects according to their own needs. Bug Toolkit is available at http://www.cisco.com/pcgi-bin/Support/Bugtool/launch_bugtool.pl.


Note To access Bug Toolkit, you must be logged on to Cisco.com as a registered user.


This section contains caveat information for Personal Assistant Release 1.4(6) 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(6)

Click a link in the Caveat Number column to view the latest information on the caveat in Bug Toolkit. (Caveats are listed in order by severity, then by component, then by caveat number.)

Table 1 Cisco Personal Assistant Release 1.4(6) Open Caveats 

Caveat Number
Severity
Component
Description

CSCsd97128

3

install_product

Unable to install additional locales or components when upgrading from Personal Assistant 1.4(5) to version 1.4(6).

CSCsb52924

3

rules

Personal Assistant - Nuance may not play rule names if the rule is added by an administrator.

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.

CSCin01832

3

telephony

ANI set to Calling DN in the case of Personal Assistant Login.

CSCsc00320

3

telephony

Dial-by-department or location connects a non-department or location user.


Resolved Caveats—Release 1.4(6)

Click a link in the Caveat Number column to view the latest information on the caveat in Bug Toolkit. (Caveats are listed in order by severity, then by component, then by caveat number.)

Table 2 Cisco Personal Assistant Release 1.4(6) Resolved Caveats 

Caveat Number
Severity
Component
Description

CSCsc97922

1

other

Personal Assistant creates Windows 2000 accounts for personal address book entries with blank passwords.

CSCsd33247

2

rules

New Personal Assistant users cannot create Follow Me rules.

CSCsa65010

3

app-serviceability

Personal Assistant 1.4(5) fails to start after an upgrade when using AD.

CSCsb03088

3

install_product

Installing Personal Assistant on IPTOS 2000.4.1 gives unsupported OS warning.

CSCeh01881

3

install_product

Personal Assistant should check for local admin rights before an install or upgrade.

CSCec45657

3

other

Unable to access pasystemadmin and services will not start.

CSCsa79707

3

pauseradmin

Proxy Logon screen access displays a blank error screen if the grantor is deleted.

CSCsc92008

3

systemadmin

Personal Assistant configuring the corporate directory with extended ASCII in base DN.

CSCeg74969

3

systemadmin

Java exception thrown for system administration access after upgrade.

CSCsc60807

3

telephony

Personal Assistant Configuration Wizard asks for 50-character password length for the JTAPI user.

CSCsa67481

3

telephony

Record and Play Unknown Caller call dropped on transfer.

CSCsb18071

3

voicemail

Personal Assistant fails to open message store because of 8004011d.


Documentation Updates

Errors

This section lists errors in the current Cisco Personal Assistant documentation and gives corrected information. The correct information will be incorporated in a future documentation release, or as otherwise noted.

Integrating Personal Assistant with a Cisco Unity Voice Messaging System: Cisco Personal Assistant Installation and Administration Guide

The instructions in the "Integrating Personal Assistant with a Cisco Unity Voice Messaging System" section in the "Configuring Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 are incorrect.

The entire contents of the section should be replaced with the following information and instructions.

When Personal Assistant is integrated with a Cisco Unity voice messaging system, Personal Assistant users can use speech or touchtone keypad commands over the phone to navigate through the Cisco Unity voice mail system.

Do the following seven procedures in order, as applicable, to configure and test the integration.

To Add the Personal Assistant Server to the Domain of the Cisco Unity Server


Step 1 On the Windows Start menu, click Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click Properties.

Step 4 In the Identification Changes dialog box, click Domain, and enter the name of the domain to which the Cisco Unity server belongs. (For example, UnityServer.cisco.com.)

Step 5 Click OK.

Step 6 In the Domain Username and Password dialog box, enter the name and password of an account that has permission to add computers to the domain.

Step 7 Click OK three times.

Step 8 Click Yes to restart the server.


To Grant Logon as a Service Rights to the Cisco Unity Messaging Account


Step 1 Log on to the Personal Assistant server with an account that has Domain Administrator privileges.

Step 2 On the Windows Start menu, click Start > Programs > Administrative Tools > Local Security Policy.

Step 3 Expand Local Policies.

Step 4 Click User Rights Assignment.

Step 5 In the right pane, double-click Logon as a Service.

Step 6 Add the Cisco Unity Messaging account.

Step 7 Click OK.

Step 8 Close the Local Security Settings window.


To Add the Cisco Unity Messaging Account to the Administrators Group


Step 1 On the Personal Assistant server desktop, right-click My Computer, and click Manage.

Step 2 In the left pane, expand Local Users and Groups.

Step 3 Click Groups.

Step 4 In the right pane, double-click Administrators.

Step 5 Add the Cisco Unity Messaging account to the list of members.

Step 6 Click OK.

Step 7 Close the Computer Management window.


To Configure Two Personal Assistant Services to Log on as the Cisco Unity Messaging Account


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

Step 2 In the right pane, double-click PAServer.

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 Cisco Unity server belongs.

Step 7 Double-click the name of Cisco Unity Messaging account.

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 Repeat Step 2 through Step 13 with the PAWebAdmin service.

Step 15 When you are done setting the accounts, close the Services window.


If you are using Personal Assistant version 1.4(2) or earlier, do the following procedure to allow Personal Assistant to use the Mail control panel. Otherwise, skip to the next procedure, "To Ensure That the Personal Assistant Server Can Connect to the Cisco Unity Server by Using the DNS Name".

To Add the Outlook Path to the System Path Variable


Step 1 On the Personal Assistant server, log on to Windows by using an account that is a member of the Local Administrators group.

Step 2 Right-click My Computer, and click Properties.

Step 3 Click the Advanced tab.

Step 4 Click Environment Variables.

Step 5 Under System Variables, click Path.

Step 6 Click Edit.

Step 7 Append ;%PAROOT%\bin\outlook to the end of the entry in the Variable Value field.

Step 8 Click OK three times.


The Personal Assistant server must be able to connect to the Cisco Unity server by using the DNS name <Cisco Unity server name>.<Cisco Unity server domain name>.cisco.com. To enable the Personal Assistant server to resolve the Cisco Unity server name, you might need to add the name and IP address of the Cisco Unity server to the Personal Assistant server hosts file.

To Ensure That the Personal Assistant Server Can Connect to the Cisco Unity Server by Using the DNS Name


Step 1 On the Personal Assistant server, open a command window, enter ping <Cisco Unity Server Name>.<Cisco Unity Server Domain Name>.cisco.com, and press Enter.

Step 2 If the connection is successful, skip to the next procedure, "To Test the Integration with Cisco Unity." Otherwise, continue with Step 3.

Step 3 Browse to the directory C:\Winnt\System32\Drivers\Etc, and open the hosts file in Notepad.

Step 4 Add an entry in the following format:

<Cisco Unity Server IP Address> <Cisco Unity Server Name>.<Cisco Unity Server Domain Name>.cisco.com

Note that there is a space between the IP address and the DNS name.

Step 5 Save and close the file.

Step 6 Open a command window, enter ping <Cisco Unity Server Name>.<Cisco Unity Server Domain Name>.cisco.com, and press Enter to confirm that the Cisco Unity server can by accessed by using the name you entered in Step 4.


To Test the Integration with Cisco Unity


Step 1 Call the Personal Assistant number from any user extension.

Step 2 Say, "Voice mail."

Step 3 When you access Cisco Unity voice mail for the first time, a Personal Assistant profile in Exchange is automatically created and you are transferred to the Cisco Unity number. If your call is transferred to Cisco Unity, the integration is successful. If you are in the process of configuring Personal Assistant, continue to follow the tasks in the "Personal Assistant Configuration Task List" in the "Configuring Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4. If your call is not transferred to Cisco Unity, continue with Step 4.

Step 4 If your call is not transferred to Cisco Unity, the Personal Assistant profile in Exchange may not have been created correctly. To verify whether the profile was created and to manually create it if necessary, refer to the "Users Cannot Log On to Cisco Unity Voice Mail" section in the "Resolving Problems with Using Personal Assistant" section in the "Troubleshooting Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

Step 5 Repeat Step 1 through Step 3.


Integrating Personal Assistant with Exchange 5.5: Cisco Personal Assistant Installation and Administration Guide

The "Integrating Personal Assistant with Exchange 5.5" section in the "Configuring Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 applies to Personal Assistant versions 1.4(5) and earlier. The section title should be "Integrating Personal Assistant with Exchange 5.5 (Versions 1.4(5) and Earlier)."

Exchange 5.5 is not supported for use with Personal Assistant 1.4(6).

Installing and Upgrading Personal Assistant Software: Cisco Personal Assistant Installation and Administration Guide

The "Installing Personal Assistant Software" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 applies to Personal Assistant versions 1.4(5) and earlier. The section title should be "Installing Personal Assistant Software (Versions 1.4(5) and Earlier)."

For information about installing Personal Assistant 1.4(6) software, see the "Installing Personal Assistant Software (Version 1.4(6)): Cisco Personal Assistant Installation and Administration Guide", under "Omissions."

The "Task List for Installing Personal Assistant on a New System" section in the same chapter also applies to Personal Assistant versions 1.4(5) and earlier, and should be titled "Task List for Installing Personal Assistant on a New System (Versions 1.4(5) and Earlier)."

For the task list for installing Personal Assistant 1.4(6), see the "Task List for Installing Personal Assistant on a New System (Version 1.4(6)): Cisco Personal Assistant Installation and Administration Guide", under "Omissions."

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 4.2(1) or 4.1(x): 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 4.2(1) or 4.1(x), 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.

Configuring Secure Directory Access (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide

The "Configuring Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 should contain a section called "Configuring Secure Directory Access (Personal Assistant 1.4(6) Only)" that contains the following information.

For secure transmission of Personal Assistant configuration and corporate directory information, Personal Assistant 1.4(6) supports using LDAPS—the secure LDAP access protocol—when Cisco CallManager is integrated with DC Directory, Active Directory, or Netscape directory.

Do the following procedure to configure secure directory access.


Note If you are using Active Directory or Netscape Directory, ensure that it is configured to use SSL—the Secure Sockets Layer protocol.


To Configure Secure Directory Access


Step 1 Copy the certificate from the directory server with which Cisco CallManager is integrated to the C:\Program Files\Cisco Systems\Personal Assistant\Jre142_09\Lib\Security directory on the Personal Assistant server.

If the directory with which Cisco CallManager is integrated is DC Directory, copy the certificate file named ccmdcdcert.pem from the C:\Dcdsvr\Run\Ssl directory on the Cisco CallManager publisher server.

Step 2 On the Personal Assistant server, on the Windows Start menu, click Run.

Step 3 In the Open field on the Run dialog box, enter cmd, and click OK, to open a command window.

Step 4 At the command prompt, enter cd %paroot%\jre142_09\bin, and press <Enter> to change the working directory.

Step 5 Add the certificate to the Personal Assistant certificate store by typing the following command, then pressing <Enter>:

keytool -import -alias "<Alias name>" -file "C:\Program Files\Cisco Systems\Personal 
Assistant\jre142_09\lib\security\<Certificate file name>" -keystore "C:\Program 
Files\Cisco Systems\Personal Assistant\jre142_09\lib\security\cacerts"

For example, if Personal Assistant is integrated with DC Directory, enter:

keytool -import -alias "cisco callmanager directory security" -file "C:\Program 
Files\Cisco Systems\Personal Assistant\jre142_09\lib\security\ccmdcdcert.pem" 
-keystore "C:\Program Files\Cisco Systems\Personal 
Assistant\jre142_09\lib\security\cacerts"

Step 6 When you are prompted to enter the keystore password, type changeit, and press <Enter>.

Step 7 When you are prompted to trust the certificate, type yes, and press <Enter>.

Step 8 Type exit, and press <Enter> to close the command window.

Step 9 For secure access to Personal Assistant configuration data, modify the PABootstrap.properties file:

a. Open Windows Explorer, and browse to the directory C:\ Program Files\Cisco Systems\Personal Assistant\Etc.

b. Open the file named PABootstrap.properties in Notepad.

c. Under the section labeled #Internal Directory Server URL, for the value of LDAPURL, replace the string ldap with ldaps.

d. If the directory with which Cisco CallManager is integrated is DC Directory, set the value of the ldaps port number to 8405. Otherwise, set the port value to 636.

In the following example for DC Directory, //CCMServer is the fully qualified domain name of the corporate directory server:

# Internal Directory Server URL
LDAPURL=ldaps://CCMServer:8405

e. Save and close the file.

Step 10 For secure access to the corporate directory, do the following substeps:

a. Log on to the Personal Assistant Administration interface, and open the Corporate Directory Settings page by clicking System > Corporate Directory Settings.

b. In the Directory Server URL field, enter the applicable value, depending on the corporate directory:

For Cisco CallManager DC Directory—Enter ldaps://<Fully qualified domain name of the corporate directory server>:8405.

For Active Directory, single domain—If your users are contained in a single domain, enter ldaps://<Fully qualified domain name of the domain controller>:636.

For Active Directory, multiple domains—If you have defined users in multiple domains, enter ldaps://<Fully qualified domain name of the Global Catalog server>:636.

For Netscape Directory—Enter ldaps://<IP address of the Netscape Directory server>:636.

Step 11 Restart the Personal Assistant server.

Step 12 Log on to the Personal Assistant Administration interface, open the System > Speech Services page, and click Refresh Now to refresh the corporate directory.


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.

Installing Personal Assistant Software (Version 1.4(6)): Cisco Personal Assistant Installation and Administration Guide

The "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 should include a section titled "Installing Personal Assistant Software (Version 1.4(6))" with the following procedure.


Note Personal Assistant software cannot be installed remotely by using Windows Terminal Services.


To Install Personal Assistant Software (Version 1.4(6))


Step 1 Log on to the computer from which you are running the Personal Assistant Installation program as a local administrator.

Step 2 Insert the Personal Assistant Installation DVD into the DVD drive. The Personal Assistant Installation wizard automatically launches.

If the wizard does not launch automatically, on the DVD, browse to the root directory, and double-click PASetup.exe.

Step 3 On the Personal Assistant Installation wizard Welcome screen, click Continue. The wizard checks the system.

Step 4 On the Install Cisco Personal Assistant 1.4(6) screen, click Next. The License Agreement screen appears.

Step 5 Read and accept the agreement, and click Next. The Setup Type screen appears.

Step 6 If you are installing all three components—the Personal Assistant Server, the Personal Assistant Speech Recognition Server, and the Personal Assistant Web Administration Server—on the server, click Complete, click Next, then skip to Step 9. Otherwise, click Custom, and click Next.

Step 7 On the Custom Setup screen, choose the Personal Assistant component(s) to install:

Cisco Personal Assistant Server—Manages the interaction between the user and Personal Assistant, processes call routing and dial rules, and manages the overall configuration of the Personal Assistant system.

Cisco Personal Assistant Speech Recognition Server—Processes speech commands.

Cisco Personal Assistant Web Administration—Is used to administer and access Personal Assistant by using a web browser.

During installation, the selected components install on the same system. If you want to install components on different systems, choose only those components you want installed together at this time. You must perform subsequent installations to install the remaining components on different systems.


Note If Personal Assistant components are installed on different systems, ensure that on each system, you use the same local system Administrator account and password to install the components.


Step 8 Click Next.

Step 9 On the Personal Assistant Service Logon Account screen, if you are not installing Personal Assistant on a Windows 2000 domain, enter the name and password of a local administration account, click Next, and skip to Step 10. Otherwise, do the following three substeps:

a. Check the Use a Domain Account check box, and enter the following:

User Name—Domain administrator account.

Password—Password for the domain administrator account.

Domain—Domain in which you are installing Personal Assistant.

Note that the logon account must be a member of the administrators group on the server.

Also note that if you are installing multiple Personal Assistant servers, you must install them in the same Windows 2000 domain.

b. Click Next.

Step 10 If you chose to install only the Personal Assistant Speech Recognition Server, skip to Step 14. Otherwise, continue with Step 11.

Step 11 On the Cisco Personal Assistant Locales screen, check the check boxes for the desired locales, and click Next.

Step 12 On the Cisco CallManager Details screen, enter the settings from the Cisco CallManager publisher:

Publisher Name or I.P. Address—The DNS host name or IP address of the Cisco CallManager publisher server.

User Name—The Windows 2000 user name of an account with Cisco CallManager Administrator privileges on the Cisco CallManager publisher server.

Password—The Windows 2000 password for the account specified in the User Name field.

These settings must match those on the Cisco CallManager publisher server. For example, if you do not have a password set for Windows 2000 on that system, do not enter it here. However, a user name is required.


Note You must specify the same Cisco CallManager publisher for all of the Personal Assistant and speech-recognition servers in the same Personal Assistant cluster.

You must be able to access the Cisco CallManager system from the computer on which you are installing 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 installation will not continue.


Step 13 Click Next. The Ready to Install the Components screen appears.

Step 14 Click Install.

The Personal Assistant components you selected are installed. Installation takes 10 to 15 minutes to complete.

Step 15 When the installation is complete, click Finish. The wizard installs the default text-to-speech software.

Step 16 When you are prompted, click Yes to restart the computer, or click No to continue installing other applications. Note that you must restart the server before using Personal Assistant.


Integrating Personal Assistant with Microsoft Exchange (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide

The "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 should contain a section called "Integrating Personal Assistant with Microsoft Exchange (Personal Assistant 1.4(6) Only)" that contains the following information.

To enable Personal Assistant features that use Microsoft Exchange—such as voice-mail browsing, e-mail-based paging, calendaring, and synchronizing Personal Assistant user address books with Exchange contacts—the Personal Assistant server must be in the Exchange domain and Exchange 2000 System Management tools must be installed.

On each server that has the Personal Assistant server component installed, do the following two procedures in order, after installing the Personal Assistant software:

To Add the Personal Assistant Server to the Exchange Domain


Step 1 On the Windows Start menu, click Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click Properties.

Step 4 In the Identification Changes dialog box, click Domain, and enter the name of the domain to which the Exchange server belongs. (For example, ExchangeServer.cisco.com.)

Step 5 Click OK.

Step 6 In the Domain Username and Password dialog box, enter the name and password of an account that has permission to add computers to the domain.

Step 7 Click OK three times.

Step 8 Click Yes to restart the server.


To Install Exchange 2000 System Management Tools


Step 1 Log on to the computer from which you are running the Exchange 2000 System Management Tools Installation program by using an account that has domain administrator privileges, such as the account used to install Cisco Unity.

Step 2 Stop all of the Personal Assistant services. (See the "Stopping Personal Assistant Services: Cisco Personal Assistant Installation and Administration Guide" section.)

Step 3 Insert the Exchange 2000 CD into the CD-ROM drive. The Microsoft Exchange 2000 Enterprise Server window appears.

Step 4 Click Exchange Server Setup.

Step 5 On the Welcome to the Microsoft Exchange 2000 Installation Wizard screen, click Next.

Step 6 Follow the prompts until the Component Selection screen appears.

Step 7 On the Component Selection screen:

a. Click Microsoft Exchange 2000 in the component list.

b. Click Custom in the Action list for Microsoft Exchange 2000.

c. Click Microsoft Exchange System Management Tools in the component list.

d. Click Install in the Action list for Microsoft Exchange System Management Tools.

e. Click Next.

Step 8 Verify the information on the Component Summary screen, and click Next.

Step 9 When the installation is complete, click Finish.

Step 10 Restart the Personal Assistant services that you stopped in Step 2.

Step 11 We highly recommend that you install Exchange 2000 Service Pack 3 and the Exchange 2000 Post-Service Pack 3 Update Rollup.


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.


Task List for Installing Personal Assistant on a New System (Version 1.4(6)): Cisco Personal Assistant Installation and Administration Guide

The "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4 should include a section titled "Task List for Installing Personal Assistant on a New System (Version 1.4(6))" with the following information.

Personal Assistant consists of three components that you can install separately or together on one system: the Personal Assistant web interfaces for end users and administrators; the Personal Assistant server; and the speech-recognition server.

Although you configure some Personal Assistant settings during installation, you do most of the configuration after installation by using the Personal Assistant Administration interface.

Use the following task list to install Personal Assistant on a system that is not running a previous version of Personal Assistant.

1. Before installing Personal Assistant on a new system, review the planning information in Chapter 1, "Planning for Personal Assistant," of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4. You must have a clear understanding of how many users you need to support and the best configuration of the Personal Assistant components for your requirements, as you will need this information to make decisions during the installation process.

2. Verify the hardware and software requirements for the Personal Assistant 1.4 system. See the "System Requirements and Supported Software" section.

3. Review the system limitations and restrictions on how Personal Assistant can be configured in the network. See the "Personal Assistant Configuration on the Network" section.

4. If the system uses Active Directory for the corporate directory, prepare the directory system to work with Personal Assistant. Refer to the "Setting Up Active Directory as the Corporate Directory for Personal Assistant" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

5. If McAfee NetShield is installed on the Personal Assistant server, disable the virus-scanning services so that they do not interfere with the installation program. Refer to the "Disabling McAfee NetShield Services" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

Otherwise, skip to Task 6.

6. 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 installation program. Refer to the "Disabling Cisco Security Agent for Cisco Personal Assistant" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

Otherwise, skip to Task 7.

7. Install the Personal Assistant server, speech-recognition server, and user and administrative interfaces. See the "Installing Personal Assistant Software (Version 1.4(6)): Cisco Personal Assistant Installation and Administration Guide" section.

8. If Personal Assistant will use features such as voice-mail browsing, e-mail-based paging, calendaring, and synchronizing Personal Assistant user address books with Exchange contacts, install Exchange 2000 System Management tools on each server that has the Personal Assistant server component installed. See the "Integrating Personal Assistant with Microsoft Exchange (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide" section.

Otherwise, skip to Task 9.

9. Install the enhanced Text to Speech server, if applicable. Refer to the "Installing the Enhanced Text to Speech Server" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

10. Configure Cisco CallManager. Refer to Chapter 3, "Configuring Cisco CallManager for Personal Assistant," of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

11. Configure Personal Assistant. Refer to Chapter 4, "Configuring Personal Assistant," of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

12. Configure secure directory access, if applicable. See the "Configuring Secure Directory Access (Personal Assistant 1.4(6) Only): Cisco Personal Assistant Installation and Administration Guide" section.

13. Load user information from the corporate directory. Refer to the "Refreshing the System—Updating User Information from the Corporate Directory" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

14. When the refresh has completed, re-enable the Cisco Security Agent service, if applicable. Refer to the "Re-Enabling Cisco Security Agent for Cisco Personal Assistant" section in the "Installing and Upgrading Personal Assistant" chapter of the Cisco Personal Assistant Installation and Administration Guide, Release 1.4.

15. When the refresh is complete, if applicable, re-enable the McAfee NetShield services that you disabled in Task 5. Refer to the antivirus software documentation for information about re-enabling the services.

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

The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium. The DVD enables you to access multiple versions of installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the same HTML 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= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL:

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

Ordering Documentation

Registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

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

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

Documentation Feedback

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

You can submit comments about Cisco documentation 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 will find information about how to:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

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

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

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

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

Reporting Security Problems in Cisco Products

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

For Emergencies only — security-alert@cisco.com

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

For Nonemergencies — psirt@cisco.com

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

1 877 228-7302

1 408 525-6532


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

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

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

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

If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone numbers before sending any sensitive material to find other means of encrypting the data.


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)—An existing network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

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

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

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

Obtaining Additional Publications and Information

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

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

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

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

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

Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

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