Guest

Cisco Unity

Release Notes for Cisco Unity-CM TSP Release 6.0(2)

  • Viewing Options

  • PDF (264.9 KB)
  • Feedback
Release Notes for Cisco Unity-CM TSP Release 6.0(2)

Table Of Contents

Release Notes for Cisco Unity-CM TSP Release 6.0(2)

Contents

System Requirements

Determining the Software Version

Downloading the Cisco Unity-CM TSP

Installing the Cisco Unity-CM TSP

New and Changed Functionality

New and Changed Functionality—Release 6.0(2)

AvAudio Waits Before Inserting Silence During Recordings

TSP Event Log Message

New and Changed Functionality—Release 6.0(1)

New and Changed Functionality—Release 3.1(2)

Obtaining TSP Traces

Installation and Upgrade Notes

Uninstalling the Cisco Unity-CM TSP

Caveats

Open Caveats—Release 6.0(2)

Resolved Caveats—Release 6.0(2)

Resolved Caveats—Release 6.0(1)

Resolved Caveats—Release 3.1(2)

Troubleshooting

Cisco Unity Documentation

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Release Notes for Cisco Unity-CM TSP Release 6.0(2)


Published May 22, 2002

These release notes contain installation instructions, new and changed functionality, and open and resolved caveats for Cisco Unity-CM TAPI service provider (TSP) Release 6.0(2).

The Cisco Unity-CM TSP is used only for the Cisco CallManager integration. Cisco Unity-CM TSP version 6.0(2) has been qualified for the following version combinations with Cisco Unity and Cisco CallManager.

Table 1 Supported Version Combinations 

Cisco Unity
Cisco Unity-CM
TSP
Cisco
CallManager

3.1(4), 3.1(3), 3.1(2c), 3.1(2b), 3.1(2), 3.1(1), 3.0(4), 3.0(3), 3.0(2), 3.0(1), 2.4(6.161), 2.4(6.135)

6.0(2)

3.2(2), 3.2(1), 3.1(3), 3.1(2c), 3.1(1), 3.0(12), 3.0(11), 3.0(10), 3.0(9)


For the most current list of all qualified version combinations of the Cisco Unity-CM TSP, Cisco Unity, and Cisco CallManager—including combinations qualified since the release of Cisco Unity-CM TSP version 6.0(2)—refer to Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, and Cisco CallManager on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/tsp/tspmtrx.htm.

Access the latest software upgrades for the Cisco Unity-CM TSP on the Cisco Software Center website at http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

Contents

System Requirements

Determining the Software Version

Downloading the Cisco Unity-CM TSP

Installing the Cisco Unity-CM TSP

New and Changed Functionality

Installation and Upgrade Notes

Caveats

Troubleshooting

Cisco Unity Documentation

Obtaining Documentation

Obtaining Technical Assistance

System Requirements

The Cisco Unity server must be running a version of Cisco Unity from 2.4(6.135) through 3.1(4).

An account with Local Administrator privileges must be used to upgrade or install the Cisco Unity-CM TSP. Otherwise, no Cisco Unity ports will be available after the upgrade or installation.

On a Cisco Unity server running Microsoft Windows 2000, Windows 2000 Service Pack 2 must already be installed. Otherwise, the Cisco Unity-CM TSP cannot be installed.

If you are changing the number of voice messaging ports on the Cisco Unity system, you must adjust the ports in Cisco CallManager before installing the Cisco Unity-CM TSP. Refer to the "Changing the Number of Voice Mail Ports" section in the "Cisco CallManager 3.x Integration" chapter of the applicable version of the Cisco CallManager integration guide. Because you are replacing the existing TSP, ignore the last procedure ("To change the number of voice mail ports specified for the TSP") in the section. Cisco CallManager integration guides are available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

If you are setting up a Cisco CallManager integration for the first time, refer to the applicable version of the Cisco CallManager integration guide, instead of using the instructions in these release notes. Cisco CallManager integration guides are available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Determining the Software Version

To determine the Cisco Unity-CM TSP version in use


Step 1 Browse to the WinNT\System32 directory.

Step 2 Right-click the Avskinny.tsp file, and click Properties.

Step 3 In the Properties window, click the Version tab. The Cisco Unity-CM TSP version is displayed in the Product Version setting.


To determine the Cisco Unity version in use by using the Cisco Unity Administrator


In the Cisco Unity Administrator, go to the System > Configuration > Software Versions page. The Cisco Unity version is displayed in the Cisco Unity Version field.


Note This procedure does not work to determine if Cisco Unity version 3.1(2c) or 3.1(2b) is in use. Instead, see the following procedures, "To determine the Cisco Unity version in use by using the AvCsMgr.exe file (for version 3.0(4) and later only)" or "To determine if Cisco Unity version 3.1(2b) is in use."



To determine the Cisco Unity version in use by using the AvCsMgr.exe file (for version 3.0(4) and later only)


Step 1 Browse to the CommServer directory.

Step 2 Right-click AvCsMgr.exe, and click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name list, click Product Version. The Cisco Unity version is displayed in the Value window.


Note This procedure does not work to determine if Cisco Unity version 3.1(2b) is in use. Instead, see the following procedure, "To determine if Cisco Unity version 3.1(2b) is in use."



To determine if Cisco Unity version 3.1(2b) is in use


Step 1 Browse to the directory CommServer\ConfigurationSetup.

Step 2 Locate the Setup.exe file. If the file date is 2/1/2002 12:46AM, and the file size is 896 KB, the version is 3.1(2b).


Downloading the Cisco Unity-CM TSP

To download the Cisco Unity-CM TSP


Step 1 Confirm that the Cisco Unity server has at least 6 MB of hard disk space available for the download file and the extracted files.

Step 2 On a computer with a high-speed Internet connection, go to the Software Center website at http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml, and click Cisco Unity-CM TSP under "Cisco Unity Software."

Step 3 Download the file CiscoUnityCMTSP6.0.2.exe to the directory of your choice.

Step 4 Unzip the CiscoUnityCMTSP6.0.2.exe file to the default directory or to the directory of your choice.

Step 5 Delete the file CiscoUnityCMTSP6.0.2.exe to free hard disk space.


Installing the Cisco Unity-CM TSP


Note If you are changing the number of voice messaging ports on the Cisco Unity system, you must add a voice messaging port to Cisco CallManager for each port that you are connecting to Cisco Unity before you install the Cisco Unity-CM TSP. Refer to the "Changing the Number of Voice Mail Ports" section in the "Cisco CallManager 3.x Integration" chapter of the applicable version of the Cisco CallManager integration guide. Because you are replacing the existing Cisco Unity-CM TSP, ignore the last procedure ("To change the number of voice mail ports specified for the TSP") in the section. Cisco CallManager integration guides are available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.


You can keep the previous voice messaging ports, and the Cisco Unity-CM TSP configuration is automatically retained.

To install the Cisco Unity-CM TSP


Step 1 Stop Cisco Unity (right-click the Cisco Unity icon in the system tray, then click Stop Cisco Unity).

Step 2 Browse to the directory in which you saved the extracted Cisco Unity-CM TSP files in the "Downloading the Cisco Unity-CM TSP" section, and double-click SkinnySetup.exe.

Step 3 Follow the on-screen prompts.

Step 4 In the Cisco Unity-CM Service Provider dialog box, in the Select Cisco CallManager list, click the Cisco CallManager server to which Cisco Unity is connected.

If the Select Cisco CallManager list is empty, click Add, enter the IP address of the Cisco CallManager server to which Cisco Unity is connected, then click OK.

Step 5 Click Settings.

Step 6 In the Cisco Unity-CM Service Provider Settings dialog box, verify the information in the following fields:

Primary CallManager IP Address

Number of Voice Ports

Device Name Prefix (The prefix must match the prefix for the Voice Mail ports.)

Step 7 In the MessageWaitingOffDN and MessageWaitingOnDN fields, confirm that the dial numbers match the Cisco CallManager service parameters. (If they are not there, enter them.)

Step 8 Confirm that the Cisco CallManager Device list displays the correct number of Cisco Unity ports and that the port names match the names of the Voice Mail ports.

Step 9 Click OK.

Step 10 In the Cisco Unity-CM Service Provider dialog box, click Test.

Step 11 In the Test Configuration and Connection dialog box, click OK.

Step 12 If the configuration is correct, the Test Succeeded dialog box appears. Click OK, then skip to Step 14.

If incorrect information was entered during configuration, the Error dialog box appears. Errors can be caused by:

Entering the wrong IP address for the Cisco CallManager server during configuration.

Entering the wrong device name prefix during configuration.

Step 13 Correct errors in the Service Provider dialog box.

In Windows 2000, on the Start menu, click Settings > Control Panel > Phone and Modem Options > Advanced > Cisco Unity-CM Service Provider > Settings.

or

In Windows NT, on the Start menu, click Settings > Control Panel > Telephony > Telephony Drivers > Cisco Unity-CM Service Provider > Settings.

Step 14 Restart the Cisco Unity server.


New and Changed Functionality

New and Changed Functionality—Release 6.0(2)

AvAudio Waits Before Inserting Silence During Recordings

AvAudio now waits for a configurable number of missing packets before inserting silence into an audio stream during recordings. The default value is 3 (60 ms).

The value can be increased if some recordings have silence introduced inappropriately. The problem usually occurs when devices do not send audio fast enough.

To adjust the AvAudio silence threshold


Step 1 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.) Note that a typical backup of the Cisco Unity server does not back up the registry. Also note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key
HKEY_LOCAL_MACHINE\System\Services\Avaudio\Parameters.

Step 4 Double-click InsertSilenceThreshold.

Step 5 Increase the DWORD value in single-digit increments to a maximum value of 5 (100ms).

If a setting of 5 does not resolve silence being introduced inappropriately in some recordings, the problem is likely due to the device(s) that are calling in. In such cases, the problem cannot be resolved by making registry setting adjustments in Cisco Unity. Do not use a setting greater than 5 because it can adversely impact the accuracy of silence detection.

Step 6 Click OK.

Step 7 Close Regedit.

Step 8 Restart the Cisco Unity server.


TSP Event Log Message

The TSP Event log message text for the G.729a codec has changed. When the registry setting HKEY_LOCAL_MACHINE\Software\Active Voice\AVSkinny\G729 Enabled is set to 1, the TSP Event log message now states that Cisco Unity is "G.729a capable." This means that Cisco Unity is capable of receiving both G.729a streams and G.711streams. It does not indicate that G.729a is in use for message storage.

New and Changed Functionality—Release 6.0(1)

There is no new functionality in release 6.0(1). See the "Resolved Caveats—Release 6.0(1)" section for software fixes in this release.

New and Changed Functionality—Release 3.1(2)

Obtaining TSP Traces

Cisco Unity versions 3.1(1) and later use the Cisco Unity Diagnostic Tool, rather than Maestro Tools, to obtain TSP traces.

To obtain Cisco Unity-CM TSP traces by using the Cisco Unity Diagnostic Tool


Step 1 Confirm that the clocks on Cisco Unity and Cisco CallManager are synchronized.

Step 2 Enable tracing on the Cisco CallManager system.

Step 3 On the Cisco Unity desktop, double-click the Tools Depot icon.

Step 4 In the left pane of the Tools Depot window, under Diagnostic Tools, double-click Cisco Unity Diagnostic Tool.

Step 5 On the Cisco Unity Diagnostic Viewer screen, click the Configure Micro Traces icon.

Step 6 Check the check boxes for all SkinnyTSP traces except 23-KeepAlive Messages.

Step 7 On the Cisco Unity Diagnostic Viewer screen, click Start New Log Files.

Step 8 Reproduce the problem.

Step 9 To view the log files, in the left pane of the Cisco Unity Diagnostic Viewer screen, click Processes > AvSkinnyTsp, and click the Current log file.

The selected log file is formatted and displayed in the right pane.

Step 10 To save a copy of the log file, click Action > Export List.

Step 11 Name the file, and save it to the location of your choice in TXT or CSV format.

Step 12 To turn off the traces set in Step 6, on the Cisco Unity Diagnostic Viewer screen, click the Disable All Traces icon.

Step 13 On the Disable All Traces Wizard screen, check the Disable All Traces check box, and click Finish.

Step 14 Send a copy of the TSP log files to Cisco TAC, along with the MIU diagnostic log and the Cisco CallManager trace file.


Cisco Unity versions 3.0(x) and 2.4(6.x) use Maestro Tools for TSP traces. Traces created by using Maestro Tools go to the files listed in Table 2, depending on the version of Cisco Unity.

Table 2 Maestro Tools Diagnostic Trace Files 

Trace File
Cisco Unity

diag_AvSkinnyTSP_XXXXXX_YYYYYY.txt

3.0(4) or 3.0(3)

diag_svchost_XXXXXX_YYYYYY.txt

3.0(2) or 3.0(1)

AvCsMgr diag files

2.4(6.x)


Installation and Upgrade Notes

Uninstalling the Cisco Unity-CM TSP

It is not necessary to uninstall an earlier version of the Cisco Unity-CM TSP before installing version 6.0(2) or later. The installation process automatically removes the older Cisco Unity-CM TSP.

Caveats

This section describes only 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 the website http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Open Caveats—Release 6.0(2)

Table 3 Cisco Unity-CM TSP Release 6.0(2) Open Caveats 

Caveat Number
Description

CSCdw49611

A call that is transferred to voice mail contains an incorrect source.

The condition occurs when Phone A calls Phone B, and Phone B answers the call and then transfers to Phone C's voice mail. When Phone C listens to the voice message, Cisco Unity plays "Message from Phone B" when it should play "Message from Phone A."

There is no workaround.

CSCdx29695

In a dual phone system integration, each phone system uses the wrong Cisco Unity voice messaging ports. The situation occurs when Dialogic drivers are installed after installing the Cisco Unity-CM TSP.

Workaround

Reinstall the Cisco Unity-CM TSP.


Resolved Caveats—Release 6.0(2)

Table 4 Cisco Unity-CM TSP Release 6.0(2) Resolved Caveats 

Caveat Number
Description

CSCdv88847

If the volume setting for a subscriber is set to Louder and the subscriber calls in to Cisco Unity from an IP phone, the call is dropped before prompting for a password.

CSCdw62441

In a few cases, after upgrading to Cisco Unity-CM TSP version 6.0(1) from version 3.0(x), Cisco Unity does not answer calls.

CSCdw93572

After a blind (or release) transfer, Cisco Unity times out waiting for LINECALLSTATE_IDLE. Occasional warnings are logged in the Application Event log that are similar to the following:

Component Miu: Thread 0x00001144 had a Failure on Port 1 in Method

CAvMiuLine:Transfer(eMIU_XFER_RELEASE)

CSCdx41866

During recordings, AvAudio inserts silence into the audio stream if it does not get a packet in a timely manner.

CSCdx48915

A dial string with commas, typically used for pager notifications, blocks TAPI activity on all ports until dialing is complete.


Resolved Caveats—Release 6.0(1)

Table 5 Cisco Unity-CM TSP Release 6.0(1) Resolved Caveats 

Caveat Number
Description

CSCdw00496

Enhancement request: Do not transfer while Cisco Unity is on hold.

CSCdw32651

TSP traces cannot be turned off when using Cisco Unity 2.4(6.135) with AV-Cisco TSP 3.0(3). The Maestro Tools Open Next button for diag files does not work for AV-Cisco TSP 3.0(3) traces.

CSCdw39160

Cisco CallManager ports are not always unregistered on an inactive primary server.

CSCdw46147

Update TSP to recognize new size of Cisco CallManager StationCallState Packet field.

CSCdw47533

TSP upgrade does not enter a default IP port setting.


Resolved Caveats—Release 3.1(2)

All fixes from Cisco Unity-CM TSP versions 3.1(1) and earlier were applied to version 3.1(2). Resolved caveats in Table 6 are limited to those resolved between Cisco Unity-CM TSP versions 3.1(1) and 3.1(2).

Table 6 Cisco Unity-CM TSP Release 3.1(2) Resolved Caveats 

Caveat Number
Description

CSCdv57185

Dr. Watson error in TapiSrv.exe after shutting down Cisco Unity.

CSCdv67214

The TSP install does not register SelsiusNTWave.dll, which causes Cisco Unity initialization to fail.

CSCdv90854

Intermittent failures rejecting Ring-No-Answer supervised transfers.

CSCdw19807

After failover, calls take too long to get answered by the backup server.

Note Cisco Unity version 3.1(2) is also required for resolution of this caveat.


Troubleshooting

For information on troubleshooting the Cisco Unity-CM TSP and the phone system integration, refer to the applicable version of the Cisco CallManager integration guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity Documentation

Table 7 Cisco Unity Documentation Set 

Document
Location

Cisco Unity System Requirements, and Supported Hardware and Software

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity Customization Worksheets

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity Release Notes

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Also available on the Cisco Software Center website at http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

Cisco Unity-CM TSP Release Notes

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/tsp/index.htm and on the Cisco Documentation CD-ROM.

Also available on the Cisco Software Center website at http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

Cisco Unity Installation Guide

Available in print, on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm, and on the Cisco Documentation CD-ROM.

Cisco Unity Bridge Installation Guide

Available in print, on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm, and on the Cisco Documentation CD-ROM.

Cisco Unity integration guides for various phone systems

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity System Administration Guide

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity Failover Guide

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Networking in Cisco Unity

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity Troubleshooting Guide

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity User Guide

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity at a Glance for Standard Conversation card

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity at a Glance for Optional Conversation 1 card

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Online Help

Available in:

The Cisco Unity ActiveAssistant

The Cisco Unity Administrator

The Cisco Unity Visual Messaging Interface

Cisco Unity ViewMail for Microsoft Outlook

Regulatory Compliance and Safety Information for Cisco Unity

Available in print, on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm, and on the Cisco Documentation CD-ROM.

Cisco Unity white papers and application notes

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/index.htm and on the Cisco Documentation CD-ROM.

Translated Cisco Unity documentation

Pieces of the Cisco Unity documentation set are available in French and German on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/trans/index.htm.


Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following URL:

http://www.cisco.com

Translated documentation is available at the following URL:

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

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

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

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

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click the Fax or Email option under the "Leave Feedback" at the bottom of the Cisco Documentation home page.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, write to the following address:

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

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.