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Release Notes 1.3

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Cisco VG248 Analog Phone Gateway Version 1.3(1) Release Notes

Table Of Contents

Cisco VG248 Analog Phone Gateway Version 1.3(1) Release Notes

Documentation Roadmap

New and Changed Information

Resolved Caveats

Open Caveats

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


Cisco VG248 Analog Phone Gateway Version 1.3(1) Release Notes


These release notes are for use with the Cisco VG248 Analog Phone Gateway with software version 1.3(1). The VG248 enables you to integrate analog telephony devices and voice mail systems with Cisco CallManager IP telephony systems.

These release notes provide the following information:

Documentation Roadmap

New and Changed Information

Resolved Caveats

Open Caveats

Obtaining Documentation

Obtaining Technical Assistance

Documentation Roadmap

Table 1 provides summaries and locations of available documents for the Cisco VG248 Analog Phone Gateway.

Table 1 Available Documentation for the Cisco VG248

Document Title
Description
Where to Find It

Cisco VG248 Analog Phone Gateway Hardware Installation Guide 1.0

Provides the site preparation, safety information, and hardware installation and setup instructions to safely install the VG248.

In the box—A printed version of this document ships with the product

Online at Cisco.com—HTML and PDF versions of this document are available from Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_access/apg/vg248/v1_0/hard_ins/index.htm

By ordering—See the "Obtaining Documentation" section for details

Cisco VG248 Analog Phone Gateway Software Configuration Guide 1.3

Provides information about understanding, configuring, managing, and troubleshooting the VG248 using Cisco CallManager 3.3 or Cisco CallManager 4.0.

Online at Cisco.com—HTML and PDF versions of this document are available from Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_access/apg/vg248/v1_3/swcfg/index.htm

Cisco VG248 Analog Phone Gateway Software Configuration Guide 1.2

Provides information about understanding, configuring, managing, and troubleshooting the VG248 using Cisco CallManager 3.1 or Cisco CallManager 3.2.

Online at Cisco.com—HTML and PDF versions of this document are available from Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_access/apg/vg248/v1_2/sw_confg/index.htm

Cisco VG248 Analog Phone Gateway 1.3 Release Notes

Describes known caveats and any documentation errata for the VG248.

Online at Cisco.com—HTML and PDF versions of this document are available from Cisco.com:

http://www.cisco.com/univercd/cc/td/doc//product/voice/c_access/apg/vg248/v1_3/sw_confg/index.htm


New and Changed Information

VG248 1.3(1) provides the following features:

New Cisco CallManager Support— VG248 now supports Cisco CallManager 3.3 and Cisco CallManager 4.0, in addition to Cisco CallManager 3.1 and Cisco CallManager 3.2.

Internal/External Distinctive Ringing—The VG248 can use different cadences for internal and external calls. To enable distinctive ringing on the VG248, choose: Configure > Telephony > Advanced settings >  Distinctive Ring > internal calls are distinct, or external calls are distinct.

Malicious Call Identification (Cisco CallManager 4.0)—Malicious Call Identification (MCID) provides a method for tracking troublesome or threatening calls. To activate this feature on the VG248, the user, while on the call, uses the hookflash and enters *** (the MCID feature code).


Note The VG248 supports MCID only when the user has a single call.


Gateway Negotiated T.38 Fax Relay—In addition to the Cisco fax relay, VG248 now supports fax relay calls using the T.38 protocol. This feature allows fax relay on calls between the VG248 and the Cisco AS5350 universal gateway. For configuration information, see the "Configuring Fax and Modem Settings" section in the Cisco VG248 Analog Phone Gateway Software Configuration Guide 1.3.

Support for Additional Countries —The VG248 now supports the tones, cadences and telephone impedances used by standard analog phones in Denmark and Japan. Countries previously supported include: North America (USA and Canada), United Kingdom, Italy, Germany, France, Austria, Switzerland, Argentina, Australia, New Zealand, India, Korea, and China.


Note The VG248 does not support Caller ID configured for Japan.


cBarge (Cisco CallManager 4.0)—Users with a Cisco IP Phone sharing a line with a VG248 port can press the Conference Barge (cBarge) softkey to automatically join a call in progress to the VG248.


Note You cannot invoke cBarge on the VG248-connected phone to join a call to a Cisco IP Phone.


Support for Client Matter Codes/Forced Authorization Codes (Cisco CallManager 3.3(4) only)—Client Matter Codes (CMC) and Forced Authorization Codes (FAC) allow you to manage call access and accounting. The CMC feature assists with call accounting and billing for billable clients, while FAC regulates the types of calls that certain users can place.

Multiple Syslog Server—The maximum number of syslog servers to which the VG248 sends logging information is increased from one to five.

Ability to Disable the HTTP Server—You can now disable HTTP access to the VG248. Choose Configure > Network interface > HTTP and press Enter to toggle between enabled and disabled.

Resolved Caveats

Table 2 lists caveats that have been resolved with VG248 1.3(1).

Table 2 VG248 1.3(1) Resolved Caveats 

Bug ID 
Summary

CSCec80113

VG248 will not play the same tone twice when start tone message is send.

CSDef16584

Share line cannot swap between ports.

CSCec67063

VG248 reloads intermittently when using 30 ms G.711 packets.

CSCin68424

VG248 Conference does not work properly with Cisco CallManager 4.0(x)

CSCea43353

VG248 sets IP TTL to 32 resulting in one-way audio for large hop count.

CSCuk40169

VG248 does not support T.38 fax relay.

CSCea44216

VG248 using Octel Transfer to a Cisco IP Phone set to Call Forward All offnet fails.

CSCee66462

VG248 shared line keeps ringing.

CSCee67903

VG248 Caller Name display when Facility IE arrive after ISDN SETUP.

CSCuk40288

MWI not activated on some ports.

CSCuk40290

EDSP failure received.

CSCea63844

ToneonConnect parameter causes beeping noise every 6 to 10 seconds.

CSCeb85766

Voice path suppression after DTMF tone generation too long.

CSCec61700

DTMF digits outpulsed during Transfer are dropped while in DSP mode.

CSCec08754

VG248 sends wrong softkey events to Cisco CallManager for that phase of a call.

CSCeb18411

DTMF digit collection in feature mode can see double key presses.

CSCuk49338

Supervised transfer does not work properly with Cisco CallManager 4.0(x).

CSCuk52302

VG248 fax pass-through fails to AS5350/AS5400 set to A-law.

CSCeb28488

VG248 uses unconventional UDP port range to send RTP traffic.

CSCea11377

Cisco IP Phone never gets released once VG248 phone goes to On-hook state.

CSCuk39868

Call pickup does not work with busy-out-off-hook option.

CSCuk39772

Ericsson voice mail ports restricted to below expectant range.

CSCuk46036

Incorrect default loss settings for United Kingdom locale.

CSCuk52260

Call to busy number plays United States reorder for United Kingdom locale.

CSCeb33331

VG248 strips extension leading 0 in Message Waiting Indicator (MWI) requests.

CSCuk46345

Italy: dial tone amended in ITU specification update.

 

Some dial tones are incorrect for the following countries:

United Kingdom

Argentina

Australia

India

New Zealand

Korea

Italy

Austria

France

Germany

Switzerland

CSCed39241

CSCed39247

CSCed39255

CSCed39259

CSCed39260

CSCed39265

CSCef50330

CSCed39175

CSCed39207

CSced39220

CSCed39234


Open Caveats

Open caveats are unexpected behaviors or defects in the software releases for a product. Table 3 contains information about known problems for the VG248.

If you have a Cisco.com account, you can search for known problems on the Cisco bug tracking system tool, called Bug Toolkit. To access Bug Toolkit do one of the following tasks using a web browser:

Enter http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Log in to Cisco.com and choose Service & Support > Technical Support Help-Cisco TAC > Tool Index > Software Bug Toolkit.

Table 3 VG248 1.3 Open Caveats 

Bug ID
Summary
Explanation

CSCea57760

Changes to VGC phone on Cisco CallManager do not get updated on the VG248 port.

In Cisco CallManager 3.3, the VGC Phone Configuration page contains a section called Product Specific Configuration. Fields in this section allow you to modify items such as MWI, fax relay, db gain, and so on. When changes are made in Cisco CallManager Administration, the changes are not reflected in the port-specific parameters on the VG248 itself.

Workaround

Do not set product-specific configuration in Cisco CallManager. Instead, configure these items using a Telnet session to the VG248. Choose:

Configure >Telephony > Port Specific Parameters

and make the required modifications.

CSCuk52256

The VG248 plays a single call failure tone for both unknown/unavailable numbers and for network congestion.

In some locales there are separate call failure tones for unknown/unavailable numbers and for network congestion. The VG248 plays out a single tone in both cases.

Workaround: None.

CSCdu44880

Audio volume is reduced on extensions with a Ringer Equivalence Number (REN) of three.

The VG248 has a maximum ringer equivalency number (REN) load of three (3). Because some devices might have a REN load greater than one (1), you cannot necessarily connect three devices to the chain. The VG248 allows a maximum of two devices to be off hook at any time.

The VG248 will not be damaged if devices with a total REN greater than two are off hook at the same time on a single port, but users on these extensions might experience quieter audio than normal, and possibly no audio at all.

To work around this problem, ensure that no more than two extensions on a single port are off hook at the same time. To, do this, restrict the total REN of all extensions on a port to two.

For more information, refer to the section "Connecting Too Many Phones to the VG248" in the Cisco VG248 Analog Phone Gateway Software Configuration Guide 1.3.

CSCdu54384

VG248 loses audio during excess broadcast network traffic.

If the VG248 is attached to a network on which a large amount of broadcast traffic occurs, this traffic might have adverse effects on the operation of the VG248. These effects include reduced audio quality and, in extreme circumstances, loss of Cisco CallManager registration for some ports. If the latter situation arises, a large number of discarded packets are reported (both for receive and transmit) on the VG248 Network Statistics screen. To get to the Network Statistics screen from the Main screen, select Display > Network statistics.

These situations would occur only if the broadcast traffic were to exceed several Megabits per second. This is far higher than the normal rate and likely would cause other network problems.

The workaround is to identify the source of the broadcast data and prevent it from generating excessive amounts of network traffic. The VG248 will recover and recommence normal operation once the excessive broadcast condition ceases.

CSCdu57118

FTP sessions to the VG248 will be disconnected after 10 minutes of inactivity.

When an FTP connection has been established to the VG248 (typically for the purposes of performing a software upgrade) and has been left idle for 10 minutes, the VG248 automatically disconnects that session.

CSCdu59990

Successive VG248 ports are not guaranteed to obtain sequential directory numbers when registering with Cisco CallManager in auto-registration mode.

On start up, the VG248 attempts to register all its enabled ports with Cisco CallManager in numerical order. However, this numerical registration of directories is not guaranteed. One reason numerical registration might not be successful is that there might not be large enough contiguous blocks of directory numbers available.

To work around this problem, manually create the ports in Cisco CallManager before enabling them on the VG248. You must know the device name that the VG248 will give to each port; this name is normally derived from the VG248 MAC address. You can then explicitly assign directory numbers to ports, thus following any desired pattern.

For information, refer to the chapter "Configuring Analog Phones Using Cisco CallManager" in the Cisco VG248 Analog Phone Gateway Software Configuration Guide

For Cisco CallManager  3.3 or 4.0, see

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_access/apg/vg248/v1_3/swcfg/vg248swp.htm

For Cisco CallManager 3.1 or 3.2, see

http://www.cisco.com/univercd/cc/td/doc//product/voice/c_access/apg/vg248/v1_2/sw_confg/vg248swp.htm

CSCdu60375

VG248 port status shows up as "Not Found" in Cisco CallManager.

The VG248 requires Cisco CallManager 3.1(1) or greater. However, version 3.1(1) and certain other Cisco CallManager versions do not contain support for the VG248 within the Real-time Information Service, which is used to collect information for display through the Cisco CallManager web interface. Therefore, the current status of VG248 port registrations is not available for these versions of Cisco CallManager.

This is solely a display problem; VG248 ports are able to register successfully with all versions of Cisco CallManager from 3.1(1) onwards. The ability of the ports to perform all required telephony operations is not affected by the lack of support by the Real-time Information Service.

CSCdu62479

Loss of functionality due to insufficient network bandwidth.

Cisco recommends that you connect the VG248 to a switch or router port capable of full duplex operation. In addition, Cisco recommends that this port be capable of running at 100 Mbps. If there is insufficient network bandwidth available, reduced audio quality is likely to occur. Also, some ports might lose their Cisco CallManager registrations.

The bandwidth requirement does not apply only to the connection between the VG248 and the Ethernet port to which the VG248 is attached. The same capacity is potentially required at each intermediate connection in the path to remote endpoints or gateways. For example, if the route to the rest of the VoIP network involves a 1.5-Mbps T1 link, this is likely to result in losses of functionality on all but the most lightly loaded VG248.

CSCdu79519

Voltage might be too low for Message Waiting Indication (MWI) lamps on some phones.

Some older phones that use MWI lamps might not light up, even if the VG248 port is configured to indicate Message Waiting with the Lamp setting. To check this setting, choose Telephony > Port specific parameters > MWI type from the Main screen:

This problem arises because these MWI lamps require a line voltage greater than the maximum voltage that the VG248 can supply.

If you suspect that the MWI lamp should be lit, check the configuration of the port and the status of the messages in the mailbox. If the configuration is correct and messages are waiting, you should try replacing the phone with one of a similar type to confirm that the phone is not faulty. If the lamp still does not light, the phone probably cannot have its MWI lamp lit by the VG248. Other phone functionality is not impaired by the lamp deficiency.

The only workaround to this problem is to consider replacing the phone. Test the new phone before committing to a large purchase.

CSCdu84588

Interrupted FTP put operation might leave a partial file present on the VG248 filing system.

If you are using an FTP put operation to write a file to the VG248 internal filing system, and the operation is interrupted, a portion of the file might remain on the VG248 system. In such a scenario, if the partial file is a software build-image file, the VG248 will probably fail when restarted.

To work around this problem, always check the size of the file after the transfer to make sure it is the same size as the original file. If it is not the same size, re-attempt the file transfer.

CSCdv87437

Failure to connect with Cisco CallManager in auto-registration mode

The VG248 should be able to connect to Cisco CallManager using auto-registration or manual registration. However, auto-registration might not work with some versions of Cisco CallManager.

To avoid this problem, configure the VG248 ports in Cisco CallManager before enabling them on the VG248 itself.

For more information, refer to the "Configuring Analog Ports" section in the VG248 software configuration guide.

If you are using Cisco CallManager 3.3 or 4.0, see the Cisco VG248 Analog Phone Gateway Software Configuration Guide 1.3

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_access/apg/vg248/v1_3/swcfg/vg248swp.htm

If you are using Cisco CallManager 3.1 or 3.2, see the Cisco VG248 Analog Phone Gateway Software Configuration Guide 1.2

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_access/apg/vg248/v1_2/sw_confg/vg248swp.htm

CSCdv90121

Certain modem calls may fail if fax relay is enabled

Certain modems, when connected to the VG248, send signals during operation that the VG248 detects as fax tones. If the VG248 is configured with Cisco fax relay enabled and the Cisco fax relay negotiation between the VG248 and the remote party is successful, a Cisco fax relay connection initiates between the two endpoints. However, this Cisco fax relay connection is not suitable for general modem traffic, and the modem call fails soon after it has been established.

The workaround for this problem is to disable the use of Cisco fax relay and to rely on fax pass through instead.

CSCdw25272

Async LEDs light even if serial settings are incorrect

An analog voice mail system or PBX attached to one of the Async ports on the VG248 via a serial connection must have its own serial interface running with settings matching those on the VG248. Specifically, these settings are: 9600 baud, 8 data bits, no parity, 1 stop bit and no flow control.

When the Async 1 or Async 2 port has a serial connection to a voice mail system or PBX, the corresponding LED on the VG248 front panel should light, indicating the link is established at the hardware level. However, a lit LED does not necessarily indicate that the speed and parity settings are correctly matched.

If you experience problems using SMDI, check that the necessary Async 1 or Async 2 LEDs are lit, and then check the serial interface settings of the voice mail system or PBX.

CSCdw54749

Input gain set too high might cause dialing problems

The Input gain setting determines how much to increase or decrease the volume of audio from the attached analog handset before sending it across the IP Telephony network. The default value is 0dB, which leaves the audio unchanged, but can range from -6dB to +14dB. With certain telephone handsets, if this parameter is set to too high a value (for example, 12dB or higher), problems might occur when dialing digits. These problems result because dialing digits involves sending certain frequencies of tone from the telephone to the VG248. If the volume of these tones is increased to such an extent that they become distorted, the VG248 cannot recognize them properly.

CSCdz32930

Configuration changes not preserved if VG248 restarted too quickly

When a configuration change is made on the VG248 via the menu interface, that change needs to be applied to the current operation of the VG248 and also need to be written to the Flash memory. This ensures that the new setting is preserved when the VG248 is restarted.

These changes require a short amount of time and if the VG248 is restarted too soon (less than a second) after making a configuration change, the VG248 might not have had time to commit the new setting to Flash memory. To ensure this problem does not occur, wait a few seconds after making a configuration change before restarting the VG248.

With VG248 software version 1.2(1) and later, you no longer need to restart the VG248 for configuration changes to take effect.

CSCdz35046

Changes made to the Cisco CallManager device name are not reflected in SMDI validation output.

The "Validate SMDI configuration" option on the Diagnostics menu helps resolve configuration inconsistencies across VG248 devices using the SMDI voice mail protocol.

When listing entries for linked VG248 devices, the unique identifier shown for each VG248 device is its MAC address rather than its Cisco CallManager device name. Therefore, if you change the device name, the MAC addresses are still shown in the SMDI validation output.

CSCuk25852

FTP directory listing on VG248 does not show correct date information.

When you issue a directory listing command in an FTP session, the date stamp for each file is shown as "Jan 1, 1900." This is because the VG248 filing system does not store a date or time for its files. However, because some FTP client programs normally show such information in directory listings, the VG248 displays a fixed date value for those clients for compatibility reasons.

CSCuk27560

Message Waiting Indicator might cause some modems connected to VG248 to erroneously detect ringing.

If a VG248 port is configured to indicate Message Waiting with the Lamp setting configured, and there is a message waiting, then a modem connected to this port might falsely detect a ringing condition. If the modem is configured to auto-answer, it might also attempt to answer the call. In some cases, this situation can prevent the modem from making an outgoing call (even if auto-answer is not configured). From the main screen on the VG248 choose Configure > Telephony > Port specific parameters > MWI type to change the MWI type.

Not all modems detect the lamp Message Waiting Indication (MWI) as ringing, and those that do are typically not prevented from making outgoing calls altogether, although some attempts might fail.

The workaround for this problem is to disable the Lamp MWI for this port (ideally disable MWI altogether). If this is not possible or is impractical, then the problem might be cleared by retrieving the waiting message, then cancelling the MWI. Furthermore, you should disable auto-answer on modems connected to VG248 ports that have the Lamp MWI setting configured.

CSCuk27761

Message Waiting Indicator (MWI) might not behave as expected after a configuration change.

The VG248 supports three methods of Message Waiting Indication (MWI):

Lamp

Caller ID

stutter

You can select any of these three methods, pairings of the methods, or no MWI at all (from the main screen select Telephony > Port specific parameters > MWI type). The display on the phone will not necessarily be updated to reflect configuration changes you make.

The MWI Caller ID (CID) option is affected by whether incoming call Caller Identification is enabled or disabled for a port.

To work around these issues, clear all Caller Identification information before changing the MWI configuration for a given port. Then, manually check for waiting messages once the configuration is finalized.

CSCuk34443

Dynamically changing Ethernet speed might not work in all cases

Tip Only software versions 1.2(1) and later allow you to dynamically change the Ethernet speed without restarting the VG248.

When transitioning from either 10 Mbps full duplex or 10 Mbps half duplex to either of 100 Mbps full duplex or 100 Mbps half duplex, Ethernet connectivity might not be restored.

This means that IP connectivity will be lost, and the Ethernet link light on the front panel of the VG248 will not be lit. In addition, there may be errors or warnings shown in the VG248 event log or on the status line of the console interface.

This situation should rarely occur because the Ethernet speed typically only changes during installation and initial configuration of the VG248.

However, there are three methods to restore connectivity if lost during the change from 10 Mbps to 100 Mbps:

If the user has physical access to the VG248, then once the configuration change has been made and accepted, the Ethernet cable can be removed from the front panel, and re-inserted a few seconds later. If all other Ethernet connectivity is functioning correctly, the Link light should then light.

If physical access is not available, the user may perform an intermediate transition from 10 Mbps to Auto Negotiation, wait a few seconds for the link to come up, and then transition once more to 100 Mbps. The Ethernet link should then be restored.

The user may change the configuration, and then restart the VG248, either by selecting the appropriate menu option, or by power cycling the unit. When the VG248 restarts, Ethernet connectivity should be restored. always necessary to restart the VG248 if the Ethernet speed is changed.

CSCuk38838

SuperG3 fax calls never change to fax relay

The Cisco fax relay protocol supports only G3 fax and not SuperG3. SuperG3 calls appear to the VG248 as a modem call rather than a fax call.

SuperG3 fax calls should always succeed, but take place in pass through mode rather than in Cisco fax relay.

CSCuk39687

Phones might send the MWI message once every five minutes when the VG248 is configured to provide Caller ID VMWI with certain country configuration choices.

For some VG248 country configurations, the default scheme for sending MWI messages to connected phones involves preceding the actual data with a small burst of ringing.

The MWI message is resent every five minutes (while the phone is idle and on-hook) and shortly after the phone is returned to the on-hook condition. In addition, the message is resent if the MWI state changes. The MWI message is sent at these times, regardless of whether the message indicates the MWI should be turned on or off.

Some phones designed for use in countries that use this type of MWI surpressed the short ringing burst, resulting in silent MWI operation. However, other phones did not surpress the ring, and consequently rang briefly every five minutes.

To avoid this problem.

Try an alternate brand of phone

Disable Message Waiting Indication by Caller ID

Select an alternate country configuration.


Obtaining Documentation

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

World Wide Web

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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 Direct Customers can order Cisco product documentation from the Networking Products MarketPlace:

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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 Leave Feedback at the bottom of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

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

To submit your comments by mail, use the response card behind the front cover of your document, or 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.

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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

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

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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.