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Release Notes for Cisco Unity ViewMail for Microsoft Outlook Release 4.2(2)

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Release Notes for Cisco Unity ViewMail for Microsoft Outlook Release 4.2(2)

Table Of Contents

Release Notes for Cisco Unity ViewMail for Microsoft Outlook Release 4.2(2)

Contents

Requirements

Compatibility Information

Determining the ViewMail Version

Related Documentation

New and Changed Requirements and Support—Release 4.2(2)

Available Languages for ViewMail for Outlook

G.729a Codec Format Support for Recording Messages

Installation and Upgrade Information

Task List for Installing ViewMail 4.2(2) for the First Time

Task List for Upgrading to ViewMail 4.2(2)

Considerations for Upgrading to ViewMail 4.2(2)

Removing a Previously Installed 2.4(6.x) Version of ViewMail

Downloading ViewMail 4.2(2)

Customizing ViewMail 4.2(2) to Use the G.729a Format for Recording Messages

Installing ViewMail 4.2(2)

Installing ViewMail 4.2(2) from a Network Drive

Limitations and Restrictions

Authentium Command AntiVirus for Windows Is Not Supported

Some Software on Subscriber Workstations Can Cause ViewMail to Fail

ViewMail Form Will Not Load When Subscriber Has a Full Mailbox

ViewMail Version 3.x Fails to Uninstall Completely

Windows Terminal Services Is Not Supported

Yamaha Synthesizer Software Is Not Supported

Caveats

Open Caveat—Release 4.2(2)

Resolved Caveat—Release 4.2(2)

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 Unity ViewMail for Microsoft Outlook Release 4.2(2)


Published August 18, 2006

These release notes contain requirements, download and installation instructions, new and changed support, limitations and restrictions, and open and resolved caveats for Cisco Unity ViewMail for Microsoft Outlook Release 4.2(2).

The ViewMail 4.2(2) file for all languages is available only on the ViewMail for Microsoft Outlook Software Download page at http://www.cisco.com/pcgi-bin/tablebuild.pl/unity-vmo.


Note For full access to the Software Center website, you must be logged on to Cisco.com as a registered user.


 

Contents

Requirements

Related Documentation

New and Changed Requirements and Support—Release 4.2(2)

Installation and Upgrade Information

Limitations and Restrictions

Caveats

Obtaining Documentation

Documentation Feedback

Cisco Product Security Overview

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Requirements

To install ViewMail, you must have local administrator rights on the subscriber workstation.

The subscriber workstation must have at least 2.0 MB of hard-disk space available for ViewMail in each language.

Outlook should not be running and virus-scanning services should be disabled on subscriber workstations when ViewMail is installed.

Any previously installed 3.x version of ViewMail must be removed from subscriber workstations before ViewMail 4.2(2) is installed. See the "ViewMail Version 3.x Fails to Uninstall Completely" section.

Any previously installed 2.4(6.x) version of ViewMail must be removed from subscriber workstations before ViewMail 4.2(2) is installed. See the "Removing a Previously Installed 2.4(6.x) Version of ViewMail" section.

Compatibility Information

For information on all qualified version combinations of ViewMail for Outlook, Cisco Unity with Exchange, and the software on subscriber workstations—including combinations qualified since the release of ViewMail version 4.2(2), and the support policy for software on subscriber workstations—refer to Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_device_support_tables_list.html.

For a list of all languages available for the ViewMail 4.2(2) release, see the "Available Languages for ViewMail for Outlook" section.

Determining the ViewMail Version

There are two ways to determine the version of ViewMail in use on a subscriber workstation. Do either procedure, as applicable.

To Determine the ViewMail Version in Use from Add/Remove Programs (ViewMail version 4.05 and Later Only)


Step 1 On the Windows Start menu on the subscriber workstation, click Settings > Control Panel > Add/Remove Programs.

Step 2 In the Currently Installed Programs list, find ViewMail for Outlook.


To Determine the ViewMail Version in Use from Outlook


In the Outlook Inbox on the subscriber workstation, on the Help menu, click About ViewMail.


 

Related Documentation

For descriptions and URLs of Cisco Unity documentation on Cisco.com, refer to the Cisco Unity Documentation Guide. The document is shipped with Cisco Unity and is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_documentation_roadmaps_list.html.

 

New and Changed Requirements and Support—Release 4.2(2)

Available Languages for ViewMail for Outlook

This section lists the languages in which ViewMail is available. No new languages were added with this release.

ViewMail for Outlook

Chinese-Hong Kong SAR, Chinese-PRC, Chinese-Taiwan, Danish-Denmark, Dutch-Netherlands, English-United States, French-France, German-Germany, Hungarian-Hungary, Italian-Italy, Japanese-Japan, Korean-Korea, Polish-Poland, Portuguese-Brazil, Russian-Russia, Spanish-Colombia, Spanish-Spain

ViewMail for Outlook Help

English-United States

G.729a Codec Format Support for Recording Messages

Cisco Unity ViewMail for Microsoft Outlook 4.2(2) supports the G.729a codec format for recording messages by using a computer microphone or by using the Paste from File command from the Media Master to copy files and paste them as the G.729a format. In previous ViewMail releases, messages recorded by using a computer microphone or pasted by using the Media Master Paste from File command were saved only in the G.711 format.

With a new ViewMail 4.2(2) installation or with an upgrade, the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\Cisco Unity\VMO\Default Wave Format is installed. By default, the registry key is set to use the G.711 format for recording messages. To enable use of the G.729 format, administrators must customize the ViewMail.msi file to change the value of the registry key before installing ViewMail for Outlook on subscriber workstations.

Note that once ViewMail 4.2(2) is installed on a subscriber workstation, the registry setting cannot be changed by running the ViewMail installation program again. Administrators must use a configuration management tool (for example, Microsoft Systems Management Server) to change the registry setting, or must uninstall ViewMail, customize the ViewMail.msi file to change the setting, and install ViewMail again.

See the "Installation and Upgrade Information" section for information on customizing ViewMail for Outlook 4.2(2) to use the G.729a format for recording messages.

Installation and Upgrade Information

Task List for Installing ViewMail 4.2(2) for the First Time

Task List for Upgrading to ViewMail 4.2(2)

Considerations for Upgrading to ViewMail 4.2(2)

Downloading ViewMail 4.2(2)

Customizing ViewMail 4.2(2) to Use the G.729a Format for Recording Messages

Installing ViewMail 4.2(2)

Task List for Installing ViewMail 4.2(2) for the First Time

Do the following tasks in the order listed for a new ViewMail 4.2(2) installation.

1. Download ViewMail from the ViewMail for Microsoft Outlook Software Download page. See the "Downloading ViewMail 4.2(2)" section.

2. If you do not want to use the G.729a format for recording messages, skip to Task 3.

To use the G.729a format for recording messages, customize ViewMail 4.2(2). See the "Customizing ViewMail 4.2(2) to Use the G.729a Format for Recording Messages" section.


Caution You must customize ViewMail 4.2(2) before you install the software. If you install the standard version before customizing it, you must uninstall that version and reinstall a customized version to use the G.729a format for recording messages.

3. Install ViewMail 4.2(2). See the "Installing ViewMail 4.2(2)" section.

Task List for Upgrading to ViewMail 4.2(2)

Do the following tasks in the order listed to upgrade an earlier ViewMail version to 4.2(2).

1. Review the "Considerations for Upgrading to ViewMail 4.2(2)" section, and do the procedure(s) to uninstall version 3.x or 2.4(6.x), if applicable.

2. Download ViewMail from the ViewMail for Microsoft Outlook Software Download page. See the "Downloading ViewMail 4.2(2)" section.

3. If you do not want to use the G.729a format for recording messages, skip to Task 4.

To use the G.729a format for recording messages, customize ViewMail 4.2(2). See the "Customizing ViewMail 4.2(2) to Use the G.729a Format for Recording Messages" section.


Caution You must customize ViewMail 4.2(2) before you install the software. If you install the standard version before customizing it, you must uninstall that version and reinstall a customized version to use the G.729a format for recording messages.

4. Install ViewMail 4.2(2). See the "Installing ViewMail 4.2(2)" section.

Considerations for Upgrading to ViewMail 4.2(2)

Subscribers are not required to have special class-of-service (COS) privileges or passwords to use ViewMail version 4.x. Any Cisco Unity Unified Messaging subscriber who has ViewMail installed can use it.

Note the following considerations about earlier versions before upgrading to ViewMail 4.2(2):

It is not necessary to uninstall ViewMail version 4.x before upgrading to version 4.2(2). The ViewMail 4.2(2) installation process automatically removes any previously installed ViewMail 4.x versions. (If you encounter a problem removing ViewMail 4.x, refer to the section on manually uninstalling ViewMail in the tech note Cisco Unity VMO Is Installed But Not Published in Outlook at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_tech_notes_list.html.)

Any previously installed 3.1(x) or 3.0(x) version of ViewMail must be removed from subscriber workstations before ViewMail 4.2(2) is installed. You can uninstall it at the same time that you upgrade to ViewMail 4.2(2), or you can use Add/Remove Programs in Windows to remove it. In addition, further steps are required to completely remove the application. See the "ViewMail Version 3.x Fails to Uninstall Completely" section.

If subscribers are using ViewMail 2.4(6.x), see the following section, "Removing a Previously Installed 2.4(6.x) Version of ViewMail," for instructions on uninstalling ViewMail before you install version 4.2(2).

Removing a Previously Installed 2.4(6.x) Version of ViewMail

Any previously installed 2.4(6.x) version of ViewMail and the associated LightningFAX registry keys, if applicable, must be removed from subscriber workstations before ViewMail 4.2(2) is installed.

Note that after ViewMail is removed, the first voice message a subscriber receives appears as a voice message with the ViewMail icon. When the subscriber opens the message, Outlook displays an error message indicating that the voice message form is not available. However, the error message does not prevent the subscriber from opening the voice message.

Subsequent voice messages appear as e-mail messages with WAV attachments without the ViewMail icon, and no error message is displayed when subscribers open them.

To Remove ViewMail Version 2.4(6.x) and Associated LightningFAX Registry Keys


Step 1 On each subscriber workstation running ViewMail, on the Windows Start menu, click Settings > Control Panel > Add/Remove Programs.

Step 2 In the Currently Installed Programs list, click ViewMail for Outlook, and click Change/Remove.

Step 3 Follow the on-screen prompts to remove ViewMail for Outlook. If prompted to delete a shared file, such as a DLL, click No to All.

Step 4 If the system was not using LightningFAX, you are finished with this procedure.

If the system was using LightningFAX, start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the workstation 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.) If you have any questions about changing registry key settings, contact Cisco TAC.

Step 5 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 6 Remove the following two registry keys:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\
CurrentVersion\App Management\ARPCache\LightningFAX 6.5 - PrintToMail.

HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Control\Print\
Monitors\LightningFAX.

Step 7 Exit Regedit.


Downloading ViewMail 4.2(2)

Do the following procedure to download ViewMail from the ViewMail for Microsoft Outlook Software Download page.

To Download ViewMail 4.2(2)


Step 1 Confirm that the computer you are using has at least 3.4 MB of hard-disk space available for the extracted files, in addition to the space required to download the file. (The download file size appears on the download page.)

Step 2 On a computer with a high-speed Internet connection, go to the ViewMail for Microsoft Outlook Software Download page at http://www.cisco.com/cgi-bin/tablebuild.pl/unity-vmo.


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


Step 3 Download the file CiscoUnity.VMO4.2.2.exe to the directory of your choice.

Step 4 Double-click CiscoUnity.VMO4.2.2.exe, and follow the on-screen prompts to extract the files to the directory of your choice on a network drive (or to a writeable compact disc, for copying to the network at a later time).

The executable extracts the files to a CiscoUnity.VMO4.2.2 directory that it creates within your chosen directory.

Step 5 Delete the file CiscoUnity.VMO4.2.2.exe to free hard-disk space.


Customizing ViewMail 4.2(2) to Use the G.729a Format for Recording Messages

Do the procedure in this section before you install or upgrade to ViewMail 4.2(2).

If the standard version of ViewMail 4.2(2) is already installed, you cannot reinstall a customized version of ViewMail or use the repair option to enable this feature. (To use the G.729a format for recording messages when the standard version has already been installed, you must uninstall the standard version, customize ViewMail by doing the procedure in this section, then install the customized version. Alternately, you can change the value of the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\Cisco Unity\VMO\Default Wave Format to 5 on all subscriber workstations.)

To Customize ViewMail 4.2(2) to Use the G.729a Format for Recording Messages


Step 1 Browse to the ViewMail directory on the network drive where you downloaded the ViewMail files. If you do not have rights to write to the directory, move the files to a directory that allows you to do so.

Step 2 In the ViewMail directory, browse to the ENU language folder.

Step 3 Open the file VMOInit.vbs in a text editor (for example, Notepad).

Step 4 Delete the rem text in front of the Session.Property("DefaultWaveFormat") = "5" line, immediately before the End Function line.

For example:

Function VMOInitFn()
rem Session.Property("EXTENSION") = ""
rem Session.Property("UNITYSERVER") = ""
rem To enable NoTextToVM, set property NOTEXTTOVM to 1
rem Session.Property("NOTEXTTOVM") = "1"
rem To enable g729a recording, set property DefaultWaveFormat to 5
Session.Property("DefaultWaveFormat") = "5"
End Function

Step 5 Save the script file and close the text editor.

Step 6 Open a Command Prompt window. (On the Windows Start menu, click Programs > Accessories > Command Prompt.)

Step 7 Change to the ViewMail > ENU directory.

Step 8 Enter vmaddbin ViewMail.msi VMOInit.vbs, and press Enter. (When the script completes, your cursor returns to the command line.

Step 9 Run the file ViewMail.msi on a test machine to confirm that the installation completes successfully. (If the installation is unsuccessful, verify the changes made to VMOInit.vbs.)

Step 10 Close the Command Prompt window.


Installing ViewMail 4.2(2)

ViewMail can be installed on subscriber workstations throughout your organization in a number of ways. Installation and deployment methods include:

Installing ViewMail from a disc or a network drive. See the "Installing ViewMail 4.2(2) from a Network Drive" section. Alternatively, consider providing subscribers with network access to the ViewMail setup application and a procedure so that they can install ViewMail themselves.

Using a software publishing tool—such as Microsoft IntelliMirror or Microsoft Systems Management Server (SMS) version 2.0 or 1.2—to deploy ViewMail to multiple subscriber workstations at one time. For information on using either of the tools, refer to the Microsoft website.

If you use IntelliMirror, deploy ViewMail by assigning or publishing it to a computer, rather than to an individual user. You can also use IntelliMirror or SMS for future upgrades of ViewMail.

Deploying ViewMail with Microsoft Office, as part of the Office 2000 or Office XP suites.


Caution When installing a new version of Microsoft Outlook on subscriber workstations, you must first uninstall ViewMail. After you have installed Outlook, reinstall ViewMail. Otherwise, ViewMail will seem to be installed properly with the new version of Outlook, but it will not work.

By default, ViewMail files are installed in the directory C:\Program Files\ViewMail. You can specify a different directory during a first-time installation of ViewMail. If you are upgrading from a 4.0x version of ViewMail, version 4.2(2) installs in the same directory that was used for the earlier version.

ViewMail installs and uses the following files and registry keys:

Files 1

AvResLoaderSvrSL.dll

AvResSvr.dll

AvTrapConnectionHolderSvr.dll

AvTsmSL.dll

AvVox.acm

AvWavSL.dll

SL_g729a.acm

Registry keys

HKEY_CURRENT_USER\Software\Cisco Systems\Cisco Unity\Media Master\Profiles

HKEY_CURRENT_USER\Software\Cisco Systems\Cisco Unity\Media Master\Profiles\default

HKEY_CURRENT_USER\Software\Cisco Systems\Cisco Unity\Media Master\Profiles\<subscriber 1 alias>

HKEY_CURRENT_USER\Software\Cisco Systems\Cisco Unity\Media Master\Profiles\<subscriber 2 alias>

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\Cisco Unity\VMO\Default Wave Format

HKEY_CURRENT_USER\Software\Cisco Systems\Cisco Unity\VMO\Options

HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\Cisco Unity\VMO\
NoTextToVM

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\Client\
Extensions\ViewMail Extensions

1 Depending on the Windows version, the files are installed in one of three directories: C:\Windows\System, C:\Winnt\System32, or C:\Windows\System32.


Installing ViewMail 4.2(2) from a Network Drive

Do the procedure in this section to install ViewMail on the workstations used by subscribers from a network drive. You can also install ViewMail for multiple subscribers who share a workstation.

To Install ViewMail 4.2(2) from a Network Drive


Step 1 Confirm that ViewMail requirements have been met. See the "Requirements" section.

Step 2 Browse to the ViewMail directory on the network drive where you downloaded the ViewMail files.

Step 3 In the ViewMail directory, browse to the applicable language folder. (The ViewMail directory contains a separate folder for each supported language of ViewMail.)

Step 4 Double-click the ViewMail.msi file.

Step 5 Follow the on-screen prompts to complete the installation.


Limitations and Restrictions

Authentium Command AntiVirus for Windows Is Not Supported

Authentium Command AntiVirus for Microsoft Windows is not supported on Cisco Unity subscriber workstations.

Some Software on Subscriber Workstations Can Cause ViewMail to Fail

Some security and VPN software installed on subscriber workstations can cause ViewMail to fail when subscribers use the phone as the playback device for the Media Master. In particular, software that offers personal firewalls is problematic.

Disable or remove security and VPN software from subscriber workstations. Alternatively, you can set up the Media Master so subscribers can play messages in ViewMail with computer speakers.

ViewMail Form Will Not Load When Subscriber Has a Full Mailbox

When a subscriber mailbox reaches the Prohibit Send and Receive limit, ViewMail will not load when the subscriber starts Outlook. The ViewMail form cannot be published until the mailbox size is reduced.

ViewMail Version 3.x Fails to Uninstall Completely

When you attempt to uninstall ViewMail versions 3.1(x) or 3.0(x), ViewMail typically fails to uninstall completely: some ViewMail files remain on the subscriber workstation; ViewMail components remain in Outlook; and ViewMail is not removed from the Windows Add/Remove Programs list. In addition, uninstalling ViewMail version 3.x generates a Dr. Watson error log in Windows 2000 or an application violation error in Windows 98.

For more information, refer to caveat CSCdv16845. Bug Toolkit is available at http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Note that the caveat was resolved in ViewMail 4.0(x) but not in earlier versions. For earlier versions, do the following three procedures in the order listed to manually remove the remaining ViewMail files from a subscriber workstation, the ViewMail components from Outlook, and the ViewMail listing from Windows Add/Remove Programs.

To Remove ViewMail Files from a Subscriber Workstation


Step 1 Delete the directory Program Files\ViewMail and all of its components.

Step 2 Delete the following seven files (if they exist) from either the C:\Windows\System, C:\Winnt\System32, or C:\Windows\System32 directory, depending on the version of Windows:

AvResLoaderSvrSL.dll

AvTrapConnectionHolderSvr.exe

AvTsmSL.dll

AvVox.acm

AvWavSl.dll

AvResSvr.dll

SL_G729A.acm


To Remove ViewMail Components from Outlook


Step 1 In Outlook, on the Tools menu, click Options.

Step 2 Click the Other tab, and click Advanced Options.

Step 3 In the Advanced Options dialog box, click Custom Forms.

Step 4 In the Options dialog box, click Manage Forms.

Step 5 In the Form Manager dialog box, confirm that ViewMail for Outlook is listed under Personal Forms.

Step 6 Select ViewMail for Outlook, and click Delete. When prompted, click Yes to delete the form.

Step 7 Click Close, and click OK.

Step 8 In the Advanced Options dialog box, click Add-In Manager.

Step 9 In the Add-In Manager dialog box, uncheck the ViewMail Extensions check box, and click OK.

Step 10 Click OK to close the remaining dialog boxes.

Step 11 Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the workstation 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.) If you have any questions about changing registry key settings, contact Cisco TAC.

Step 12 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 13 Expand the key
HKEY_LOCAL_MACHINE\Software\Microsoft\Exchange\Client\Exensions.

Step 14 Delete the ViewMail Extensions key.

Step 15 Exit Regedit.

Step 16 Restart Outlook.


To Manually Remove ViewMail from the Windows Add/Remove Programs List


Refer to Knowledge Base article 247501 (How to Manually Remove Programs from the Add/Remove Programs List) on the Microsoft Product Support Services website.


Windows Terminal Services Is Not Supported

Windows Terminal Services (WTS) is not supported for use on subscriber workstations with ViewMail.

Yamaha Synthesizer Software Is Not Supported

Yamaha sound synthesizer software is not supported on Cisco Unity subscriber workstations with ViewMail.

Caveats

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

You can find the latest caveat information for ViewMail for Outlook version 4.2(2)—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 ViewMail for Outlook Release 4.2(2) only. Refer to the release notes of the applicable version for caveat information for earlier versions of ViewMail. Release notes for all versions of ViewMail for Outlook are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

Open Caveat—Release 4.2(2)

Click the link in the Caveat Number column to view the latest information on the caveat in Bug Toolkit.

Table 1 ViewMail Release 4.2(2) Open Caveats 

Caveat Number
Severity
Component
Description

CSCsc17824

3

viewmail

VMO sometimes saves copy of voice message in the Outbox folder in Outlook


Resolved Caveat—Release 4.2(2)

Click the link in the Caveat Number column to view the latest information on the caveat in Bug Toolkit.

Table 2 ViewMail Release 4.2(2) Resolved Caveats 

Caveat Number
Severity
Component
Description

CSCsf03101

3

viewmail

VMO: Upgrading to 4.21,4.22, 5.0 does not retain some registry settings


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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