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Release Notes for Cisco Unity-CM TSP Release 7.0(4)

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Release Notes for Cisco Unity-CM TSP Release 7.0(4)

Table Of Contents

Release Notes for Cisco Unity-CM TSP Release 7.0(4)

Contents

System Requirements

Determining the Software Version

Cisco Unity-CM TSP

Cisco Unity

Downloading the Cisco Unity-CM TSP for a Cisco Unity 4.0(3) or Earlier System

Installing the Cisco Unity-CM TSP

For a Cisco Unity 4.0(x) System

For a Cisco Unity 3.1(x) or 3.0(x) System

New and Changed Requirements and Support—Release 7.0(4)

Cisco CallManager Express 3.0

New and Changed Functionality—Release 7.0(4)

Ports Register with the Cisco CallManager Cluster Even When Cisco Unity Starts First

Installation and Upgrade Notes

Uninstalling the Cisco Unity-CM TSP

Limitations and Restrictions

Disabling Hyperthreading May Be Required When Cisco Security Agent for Cisco Unity Is Installed

Caveats

Open Caveats—Release 7.0(4)

Resolved Caveats—Release 7.0(4)

Troubleshooting

Cisco Unity Documentation

Obtaining Documentation

Cisco.com

Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Release Notes for Cisco Unity-CM TSP Release 7.0(4)


Revised March 23, 2005

These release notes contain download and installation instructions, and information on new and changed requirements and support, new and changed functionality, and caveats for Cisco Unity-CM TAPI service provider (TSP) Release 7.0(4).

The Cisco Unity-CM TSP is used only for the Cisco CallManager and Cisco CallManager Express integrations. Cisco Unity-CM TSP version 7.0(4) is automatically installed with Cisco Unity version 4.0(4).


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


 

Table 1 lists the version combinations of Cisco Unity, Cisco CallManager, and Cisco CallManager Express with which version 7.0(4) is supported.

Table 1 Supported Version Combinations for Cisco Unity-CM TSP 7.0(4), Cisco Unity, Cisco CallManager, and Cisco CallManager Express1  

Cisco Unity-CM TSP
Cisco Unity
Cisco CallManager
Cisco CallManager Express

7.0(4)

4.0(4), 4.0(3), 4.0(2), 4.0(1), 3.1(6), 3.1(5), 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)

4.0(1), 3.3(4), 3.3(3), 3.3(2), 3.3(1), 3.2(3), 3.2(2), 3.2(1), 3.1(4), 3.1(3), 3.1(2), 3.1(1), 3.0(12), 3.0(11), 3.0(10), 3.0(9)

3.0(3), 3.0(2), 3.0(1)

1 Table 1 was revised March 23, 2005.


Cisco CallManager Support Patch (sp) releases are not listed in Table 1 unless they affect compatibility with Cisco Unity or the Cisco Unity-CM TSP. If not listed, a support patch has the same compatibility as the base release. In addition, rereleased versions—for example, 3.x(xa) rereleased as 3.x(xb)—are assumed to have the same compatibility unless noted.

Cisco Unity service releases (SR) are not listed in Table 1 unless they affect compatibility with Cisco CallManager or the Cisco Unity-CM TSP. If not listed, a service release has the same compatibility as the base release.


Note For the most current list of all qualified version combinations of the Cisco Unity-CM TSP, Cisco Unity, Cisco CallManager, and Cisco CallManager Express—including combinations qualified since the release of Cisco Unity-CM TSP version 7.0(4)—and for the version support policy for Cisco Unity and Cisco CallManager, refer to Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, Cisco CallManager, and Cisco CallManager Express at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/tspmtrx.htm.


Access the latest software upgrades for the Cisco Unity-CM TSP on the Cisco Unity-CM TSP Software Download page at http://www.cisco.com/cgi-bin/tablebuild.pl/unity-cm-tsp.

Contents

System Requirements

Determining the Software Version

Downloading the Cisco Unity-CM TSP for a Cisco Unity 4.0(3) or Earlier System

Installing the Cisco Unity-CM TSP

New and Changed Requirements and Support—Release 7.0(4)

New and Changed Functionality—Release 7.0(4)

Installation and Upgrade Notes

Limitations and Restrictions

Caveats

Troubleshooting

Cisco Unity Documentation

Obtaining Documentation

Documentation Feedback

Cisco Product Security Overview

Obtaining Technical Assistance

Obtaining Additional Publications and Information

System Requirements

The Cisco Unity server must be running a version of Cisco Unity from 3.0(1) through 4.0(x).

An account with local administrator privileges must be used to upgrade the Cisco Unity-CM TSP. Otherwise, no Cisco Unity ports will be available after the upgrade.

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 Messaging Ports" section in the applicable version of the Cisco CallManager integration guide. Cisco CallManager integration guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_configuration_guides_list.html.

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 at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_configuration_guides_list.html.

Determining the Software Version

This section contains procedures for determining the version in use for the following software:

Cisco Unity-CM TSP

Cisco Unity

Cisco Unity-CM TSP

To Determine the Cisco Unity-CM TSP Version in Use by Using the Cisco Unity Telephony Integration Manager


Step 1 On the Windows Start menu of the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane, click the Cisco CallManager integration.

Step 3 In the right pane, click Properties. On the Integration tab, the Cisco Unity-CM TSP version appears in the TSP Version field.


To Determine the Cisco Unity-CM TSP Version in Use by Using the AvSkinny.tsp File


Step 1 Browse to the WinNT\System32 directory.

Step 2 Right-click AvSkinny.tsp, 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-CM TSP version appears in the Value window.


Cisco Unity

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 appears in the Cisco Unity Build Number field.


To Determine the Cisco Unity Version in Use by Using the AvCsMgr.exe File (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 appears in the Value window.


Downloading the Cisco Unity-CM TSP for a Cisco Unity 4.0(3) or Earlier System

Do the procedure in this section only if you are installing Cisco Unity-CM TSP 7.0(4) on a Cisco Unity version 4.0(3) or earlier system. (Version 7.0(4) is automatically installed with Cisco Unity 4.0(4).)

To Download the Cisco Unity-CM TSP for a Cisco Unity 4.0(3) or Earlier System


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 Cisco Unity-CM TSP Software Download page at http://www.cisco.com/cgi-bin/tablebuild.pl/unity-cm-tsp.


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


Step 3 Download the file CiscoUnityCMTSP7.0.4.exe to the directory of your choice.

Step 4 Unzip the file CiscoUnityCMTSP7.0.4.exe to the default directory or to the directory of your choice.

Step 5 Delete the file CiscoUnityCMTSP7.0.4.exe to free hard disk space.


Installing the Cisco Unity-CM TSP

This section contains procedures for installing the Cisco Unity-CM TSP depending on the version of Cisco Unity:

For a Cisco Unity 4.0(x) System

For a Cisco Unity 3.1(x) or 3.0(x) System

For a Cisco Unity 4.0(x) System

Do the procedure in this section only if you are installing Cisco Unity-CM TSP 7.0(4) on a Cisco Unity version 4.0(x) system. (Note that version 7.0(4) is automatically installed with Cisco Unity 4.0(4).)

Note that 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 Messaging Ports" section in the applicable version of the Cisco CallManager integration guide. Cisco CallManager integration guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_configuration_guides_list.html.

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 on a Cisco Unity 4.0(x) System


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 for a Cisco Unity 4.0(3) or Earlier System" section, and double-click SkinnySetup.exe.

Step 3 Follow the on-screen prompts.

Step 4 Restart the Cisco Unity server.


For a Cisco Unity 3.1(x) or 3.0(x) System

Do the procedure in this section only if you are installing Cisco Unity-CM TSP 7.0(4) on a Cisco Unity version 3.1(x) or 3.0(x) system.

Note that 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 Messaging Ports" section in the applicable version of the Cisco CallManager integration guide. Cisco CallManager integration guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_configuration_guides_list.html.

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 on a Cisco Unity 3.1(x) or 3.0(x) System


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 for a Cisco Unity 4.0(3) or Earlier System" section, and double-click SkinnySetup.exe.

Step 3 Follow the on-screen prompts.

Step 4 In the Cisco Unity-CM TSP dialog box, in the Select Cisco CallManager list, click the Cisco CallManager or Cisco CallManager Express 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 In the Cisco Unity-CM TSP Settings dialog box, verify the information in the following three fields:

Primary CallManager IP Address

Number of Voice Ports

Device Name Prefix (The prefix must match the prefix for the Voice Mail ports. Note that the device name prefix is case-sensitive.)

Step 6 Confirm that the dial numbers in the MessageWaitingOffDN and MessageWaitingOnDN fields match the Cisco CallManager settings on the applicable Cisco CallManager Administration page:

Cisco CallManager
version 3.2(1) and later

Settings are on the Features > Voice Mail > Message Waiting page in Cisco CallManager Administration.

Cisco CallManager
version 3.1(4) and earlier

Settings are on the Service > Service Parameters page in Cisco CallManager Administration


If the dial numbers are not in the MessageWaiting fields of the Cisco Unity-CM TSP Settings dialog box, enter them.

Step 7 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 8 Click OK.

Step 9 In the Cisco Unity-CM Service Provider dialog box, click Test.

Step 10 In the Test Configuration and Connection dialog box, click OK.

Step 11 If the configuration is correct, the Test Succeeded dialog box appears. Click OK, then skip to Step 13.

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 12 Correct errors in the Service Provider dialog box.

In Windows 2000, on the Start menu, click Settings > Control Pane > 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 13 Restart the Cisco Unity server.


New and Changed Requirements and Support—Release 7.0(4)

This section contains information about new and changed requirements and support for Cisco Unity-CM TSP Release 7.0(4) only. Refer to the applicable release notes for information on new and changed functionality in earlier versions of the Cisco Unity-CM TSP. Release notes for all versions of the Cisco Unity-CM TSP are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

Cisco CallManager Express 3.0

Cisco CallManager Express version 3.0 is qualified for use with Cisco Unity-CM TSP version 7.0(4). For information on the Cisco CallManager Express integration, refer to the Cisco CallManager Express 3.0 Integration Guide for Cisco Unity 4.0 at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/integuid/cmexpres/itcmx30.htm.

New and Changed Functionality—Release 7.0(4)

This section contains information about new and changed functionality for Cisco Unity-CM TSP Release 7.0(4) only. Refer to the applicable release notes for information on new and changed functionality in earlier versions of the Cisco Unity-CM TSP. Release notes for all versions of the Cisco Unity-CM TSP are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

Ports Register with the Cisco CallManager Cluster Even When Cisco Unity Starts First

The Cisco Unity voice messaging ports register with the Cisco CallManager cluster when it becomes available. For example, when Cisco Unity starts before the Cisco CallManager cluster is available, it is not necessary to restart the Cisco Unity server to force the voice messaging ports to register with the Cisco CallManager cluster once it is available.

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 7.0(4). The installation process automatically removes the older Cisco Unity-CM TSP.

Limitations and Restrictions

Disabling Hyperthreading May Be Required When Cisco Security Agent for Cisco Unity Is Installed

Cisco Unity-CM TSP 7.0(4) resolves a problem with Cisco Security Agent for Cisco Unity causing blue screens in some configurations. However, the fix requires that you disable hyperthreading in selected configurations to prevent network processes from timing out. (Network processes include client applications accessing Cisco Unity, and Cisco Unity communicating with IBM Lotus Domino or Microsoft Exchange.)

When all of the following situations are true, you must disable hyperthreading on the Cisco Unity server to prevent network processes from timing out:

The version of Cisco Unity installed is earlier than 4.0(4) Service Release 1. (We expect that disabling hyperthreading will no longer be necessary with Cisco Unity 4.0(4) SR 1. To confirm, refer to Release Notes for Cisco Unity 4.0(4) Service Release 1, when they are available.)

Any version of Cisco Security Agent for Cisco Unity is installed.

Cisco Unity is integrated with Cisco CallManager, with SIP, or with a circuit-switched phone system through a PIMG unit.

The Cisco Unity server supports hyperthreading.

To Disable Hyperthreading in the BIOS


Step 1 Shut down and restart the Cisco Unity server, and press the applicable key to view setup options.

Step 2 Locate the hyperthreading option and disable it.

Step 3 Exit setup options. If prompted, save your changes.


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.

Note that this section contains caveat information for Cisco Unity-CM TSP Release 7.0(4) only. For caveat information for earlier versions of the Cisco Unity-CM TSP, refer to the applicable release notes. Release notes for all versions of the Cisco Unity-CM TSP are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

Open Caveats—Release 7.0(4)

Table 2 Cisco Unity-CM TSP Release 7.0(4) Open Caveats 

Caveat Number
Severity
Description

CSCed52913

3

Cisco Unity voice messages and system prompts sound garbled, robotic, or otherwise have poor quality sound reproduction. This may occur from IP phones or through a gateway.

Condition: With the G.729 codec packetization size set to 30 or 60 ms or with the G.711 codec packetization size set to 30 ms, the RTP stream generated by Cisco Unity has jitter.

Workaround

Change the packetization size in Cisco CallManager to something other than 30 or 60 ms. Other sizes do not exhibit this problem.

Note that there are other potential problems documented in CSCed35850 and CSCeb63426.

CSCee43394

3

Cisco Unity does not properly recall a supervised transfer. This has been identified as a problem in two cases:

A transfer target subscriber is set for call screening, and when they receive the transfer they press 2 to reject the call. The call rejection does not occur properly.

If Cisco Unity transfers a call to a phone that goes RNA after the phone rings the configured number of times, Cisco Unity hangs up the call instead of pulling the call back to the subscriber mailbox.

This problem occurs for Cisco Unity integrations with Cisco CallManager Express.

There is no workaround.


Resolved Caveats—Release 7.0(4)

Table 3 Cisco Unity-CM TSP Release 7.0(4) Resolved Caveats 

Caveat Number
Severity
Description

CSCec54161

3

Cisco Unity disconnects the call and delivers the message when a hold tone is played.

Condition: With TSP 7.0(3), when Cisco Unity is presented with a hold tone, Unity forces the call to be disconnected. The partial message is delivered to the subscriber.

CSCec79795

3

When a call is put on hold with Cisco CallManager-configured music on hold (CCM MOH), Cisco Unity does not detect that the call is on hold and will transfer it.

Condition: The TSP looks for the on-hold tone (the beep). With CCM MOH, this tone is not present and the TSP does not detect that it is on hold.

Workaround

Disable CCM MOH.

CSCec26437

3

Keepalives sent 15 seconds regardless of Station Keep Alive Interval

Cisco Unity port keepalives are seen every 15 seconds in Cisco CallManager traces.

Condition: This exists in Cisco Unity 4.0(2), TSP 7.0(x). Basically, the Cisco Unity ports are not following the values set in Station Keep Alive Interval. Regardless of this Cisco CallManager service parameter, Cisco Unity ports will send keepalives every 15 seconds.

CSCeb79047

3

Cisco Unity TSP traces indicate on-hook received instead of sent

Both Unity TSP and Cisco CallManager traces indicate that an on-hook was received for the same event, instead of one saying on-hook sent and the other on-hook received.

Conditions: Cisco Unity 4.0(2), TSP 7.0(2), Cisco CallManager 3.3(2)spC.

This was found when troubleshooting a MWI issue where the MWI on/off numbers conflicted with a route pattern 2.! in the Cisco CallManager. The Cisco Unity TSP traces indicated that Cisco Unity received an on-hook from the Cisco CallManager, when the Cisco CallManager traces indicated that it was waiting for more digits to be sent and then showed an on-hook received from Cisco Unity when it gave up waiting for the MWI event to succeed.

CSCeb76227

3

Interdigit timeout-caused MWI errors unclear

When MWI lamps cannot be toggled by Cisco Unity due to calling search space/overlapping DN issues on Cisco CallManager, Unity places a nonobvious warning in the app event log for each unsuccessful attempt to light the lamp.

Event Type: Warning
Event Source: AvMiu_MC
Event Category: Warning
Event ID: 521
Date: 6/20/2003
Time: 11:28:21 AM
User: N/A
Computer: UNITY
Description:
Component Miu: Thread 0x00000DF0 had a Failure on Port 12 in Method
CAvTSPAbstraction::Selsius_SetMWI()

DESCRIPTION: HardFailure from lineDevSpecific.
DETAILS:
DestAddress: 5845
Messages: 1
State: ON
ErrorCode: 0x80000048.


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. The guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_configuration_guides_list.html.

Cisco Unity Documentation

For descriptions and URLs of Cisco Unity documentation on Cisco.com, refer to Cisco Unity Documentation Guide. The document is shipped with Cisco Unity and is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/about/aboutdoc.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/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

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

Documentation DVD

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

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

Cisco Ordering tool:

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

Cisco Marketplace:

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

Ordering Documentation

You can find instructions for ordering documentation at this URL:

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

You can order Cisco documentation in these ways:

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

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

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

Documentation Feedback

You can send comments about technical documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

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

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

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

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

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

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

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

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

Reporting Security Problems in Cisco Products

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

Emergencies — security-alert@cisco.com

Nonemergencies — psirt@cisco.com


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one that has the most recent creation date in this public key server list:

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


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

1 877 228-7302

1 408 525-6532

Obtaining Technical Assistance

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

Cisco Technical Support Website

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

http://www.cisco.com/techsupport

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

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


Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.


Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

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

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

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

Obtaining Additional Publications and Information

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

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

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

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

http://www.ciscopress.com

Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

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

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html