Table Of Contents
Release Notes for Cisco Unified CallManager 5.0(2) Plug-in, Release 1.0 (for Cisco Voice Provisioning Tool)
Published August 11, 2006
These release notes describe system requirements, installation and upgrade notes, caveats, documentation notes, and technical assistance information for Release 1.0 of the Cisco Unified CallManager 5.0(2) Plug-in for the Cisco Voice Provisioning Tool.
These release notes contain the following sections:
The Cisco Voice Provisioning Tool (VPT), a web-based application, provides you a single interface from which to perform frequent move, add, and change operations on multiple servers within a Cisco IP Telephony deployment. The Cisco Unified CallManager 5.0(2) plug-in for VPT allows you to use VPT to perform user provisioning tasks on Cisco Unified CallManager 5.0(2) systems.
The following subsections describe the hardware and software requirements for the Cisco Unified CallManager 5.0(2) plug-in.
The plug-in is installed on the VPT server. For a list of hardware supported on the VPT server, see the Cisco Voice Provisioning Tool Release Notes at http://www.cisco.com/en/US/products/ps6524/prod_release_notes_list.html.
Release 1.0 of the Cisco Unified CallManager 5.0(2) plug-in can be installed on a server running Cisco Voice Provisioning Tool Release 1.0(2). It can be installed concurrently with any Cisco Unity or Cisco Unity Connection plug-in. See the "Installation Notes" section for instructions for installing this release.
Release 1.0 of the Cisco Unified CallManager 5.0(2) plug-in supports only Cisco Unified CallManager 5.0(2). You cannot use the plug-in to administer any other version of Cisco Unified CallManager.
For each Cisco Unified CallManager cluster, you configure a product system in VPT to represent the publisher server; if only one Cisco Unified CallManager server acts as publisher and subscriber, you configure that server as the product system.
The following requirements must be met on the Cisco Unified CallManager server that will be used as a product system to interoperate with VPT by using this plug-in release:
•The Cisco Unified CallManager server must be running Cisco Unified CallManager version 5.0(2).
•The Cisco AVVIDXML (AXL) web service must be available on the Cisco Unified CallManager server, and reachable from the VPT server. The AXL web service is enabled by default on Cisco Unified CallManager servers and does not have to be installed or configured.
Determining the Software Version
To determine the version of Cisco Voice Provisioning Tool software in use, browse to the VPT login window and click About in the upper right corner of the window. You can also access the About link from any window after you have logged in to the tool.
To determine the version of product plug-ins installed on a VPT server, open the VPT graphical user interface (GUI) as described in the Cisco Voice Provisioning Tool System Management and Security Guide, and choose VPT Administration > Plug-Ins > Manage Plug-Ins.
Use the following task list to install the Cisco Unified CallManager 5.0(2) plug-in Release 1.0.
1. Install or upgrade the Cisco Unified CallManager server(s) to 5.0(2), if applicable. See the Installing Cisco Unified CallManager Release 5.0(2) or Upgrading Cisco Unified CallManager Release 5.0(2) guides, at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_installation_guides_list.html.
2. Install the Cisco Unified CallManager 5.0(2) plug-in. See the "To Install a Cisco Unified CallManager Plug-in" procedure.
3. Add a product system for each Cisco Unified CallManager publisher server, if applicable.See the Cisco Voice Provisioning Tool System Management and Security Guide for instructions on adding a product system, at http://www.cisco.com/en/US/products/ps6524/prod_maintenance_guides_list.html.
4. Configure SSL. See the "SSL Configuration" section.
Caution If you do not configure SSL, the Cisco Unified CallManager 5.0(2) plug-in will not function properly.
To Install a Cisco Unified CallManager Plug-in
To install plug-ins, your administrator account must belong to a role that has Plugin Management Install and View permissions for the VPT application.
Step 1 Open a browser and go to http://www.cisco.com/cgi-bin/tablebuild.pl/VPT.
The Cisco Voice Provisioning Tool software page opens.
Tip When you download the plug-in, the browser gives you the option of saving the file to disk or opening the file. Save the file to disk before you install the plug-in.
Step 2 To download the Cisco Unified CallManager plug-in, click the Cisco Unified CallManager plug-in zip file, which uses the following format: ccm_<Cisco Unified CallManager supported version>_<plug-in version>.zip.
For example, click ccm_5_0_2_v1_0.zip.
Step 3 To install the plug-in after you download it, open the VPT graphical user interface (GUI), as described in the Cisco Voice Provisioning Tool System Management and Security Guide.
Step 4 After you log in to the GUI, choose VPT Administration > Plug-Ins > Install New Plug-In.
Step 5 On the Install New Plugin page, enter the name of the download, or browse to the file by clicking Browse.
Step 6 Click Install.
Note The Voice Provisioning Tool restarts after you confirm that you want to install a plug-in.
This section contains information on the following topics:
This section contains caveat information for the Cisco Unified CallManager 5.0(2) plug-in Release 1.0 for the Cisco Voice Provisioning Tool only. See the release notes of the applicable version for caveat information for the Cisco Voice Provisioning Tool or Cisco Unified CallManager.
•Release notes for the Cisco Voice Provisioning Tool are available at http://www.cisco.com/en/US/products/ps6524/prod_release_notes_list.html.
•Release notes for all versions of Cisco Unified CallManager are available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_release_notes_list.html.
Using Bug Toolkit
To access Bug Toolkit, you need the following items:
•Cisco.com user ID and password
Tip For detailed online Help with Bug Toolkit, click Help on any Bug Toolkit page.
To Use Bug Toolkit
Step 1 To access the Bug Toolkit, go to http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.
Step 2 Log on with your Cisco.com user ID and password.
Step 3 Click the Launch Bug Toolkit hyperlink.
Step 4 To find information about a specific caveat, enter the ID number in the Enter Known Bug ID field.
Step 5 To view all caveats for the Cisco Voice Provisioning Tool, go to the Search for Bugs in other Cisco Software and Hardware Products section, and enter Cisco Voice Provisioning Tool in the Product Name field. Alternatively, you can scroll through the product name list and click Cisco Voice Provisioning Tool.
Step 6 Click Next. The search window displays.
Step 7 Choose the filters to query for caveats. You can choose any or all of the available options:
•Choose the Cisco Voice Provisioning Tool version.
–Choose the major version for the major releases (such as 1.0 and so on).
A major release contains significant new features, enhancements, architectural changes, and/or defect fixes.
–Choose the revision for more specific information; for example, choosing major version 1.0 and revision version 2 queries for release 1.0(2) caveats.
A revision (maintenance) release primarily contains defect fixes to address specific problems, but it may also include new features and/or enhancements.
•Choose the Features or Components to query; choose an option from the Available list and click Add to place your selection in the Limit Search To list.
–To query for all Cisco Voice Provisioning Tool caveats for a specified release, choose All Features in the left pane.
–To query only for phone provisioning defects, choose Phone-Prov and click Add.
–To query only for user provisioning defects, choose User-Prov and click Add.
–To query only for installation defects, choose Install and click Add.
–To query only for bulk administration defects, choose Bulk and click Add.
–To query only for security defects, choose Security and click Add.
•Enter keywords to search for a caveat title and description.
Note To make queries less specific, use the All wildcard for the major version/revision, features/components, and keyword options.
•Choose the Set Advanced Options, including the following items:
–Bug Severity level—The default specifies 1-3.
–Bug Status Group—To view resolved caveats, check the Fixed check box.
–Release Note Enclosure—The default specifies Valid Release Note Enclosure.
Step 8 Click Next.
The Bug Toolkit returns a list of caveats based on your query. You can modify your results by submitting another query and choosing different criteria. You can also save your query for future use, as described in the "Saving Bug Toolkit Queries" section.
Saving Bug Toolkit Queries
Bug Toolkit allows you to create and then save your queries to monitor a specific defect or network situation. You can edit a saved search at any time to change the alert conditions, the defects being watched, or the network profile.
To save your Bug Toolkit queries, do the following procedure.
To Save Bug Toolkit Queries
Step 1 Search for caveats, as described in the "To Use Bug Toolkit" procedure.
Step 2 In the search result window, click the This Search Criteria button.
Step 3 After the page displays, enter a name for the saved search in the Name of Saved Search field.
Step 4 Under My Bug Groups, click one of the following radio buttons to save your defects in a bug group:
•Click the Existing Group radio button and choose an existing group name from the drop-down list box.
•Click the Create New Group Named radio button and enter a group name to create a new group for this saved search.
This bug group contains the bugs that are identified by using the search criteria that you saved. Each time that a new bug meets the search criteria, the system adds it to the group that you chose.
Bug Toolkit makes your queries available through the My Stuff window, which allows you to view, create, and/or modify existing bug groups or saved searches. Choose the My Stuff link to see a list of your bug groups.
Step 5 Under Email Update Options, you can set e-mail notification preferences if you want to receive automatic updates of a bug status change. Bug Toolkit provides the following options:
•Do Not Send Me Any Email Updates—If you choose this setting, Bug Toolkit does not send e-mail notifications.
•Send My Updates To—Click this radio button if you want e-mail notifications to go to the user ID that you enter in this field. You can specify the following notification options:
–Updates As They Occur—Bug Toolkit provides updates that are based on status change.
–Weekly Summaries—Bug Toolkit provides weekly summary updates.
•Apply These Email Update Options to All of My Saved Searches—Check this check box to use these e-mail update options for all of your saved searches.
Step 6 To save your changes, click Save.
A window displays the bug group(s) that you have saved. From this window, you can click a bug group name to see the bugs and the saved searches; you can also edit the search criteria.
Open Caveats—Release 1.0
Table 1 describes possible unexpected behaviors in Release 1.0 of the Cisco Unified CallManager 5.0(2) plug-in for VPT, sorted by component, then by caveat number.
Note For more information about an individual defect, click the associated Caveat Number to access the online record for that defect, including workarounds.
Because defect status continually changes, be aware that the list in Table 1 reflects a snapshot of the defects that were open at the time this report was compiled. For an updated view of open defects, access Bug Toolkit and follow the instructions as described in the "To Use Bug Toolkit" procedure.
This section lists new and additional information that is not included in the current Cisco Voice Provisioning Tool documentation. The new and additional information will be incorporated in a future documentation release.
This section covers the following document updates and omissions:
Installing, Upgrading, and Removing Plug-ins
The Cisco Voice Provisioning Tool Installation and Upgrade Guide does not include information on upgrading, installing or removing plug-ins. For instructions on installing Cisco Unified CallManager plug-ins, see the "Installation Notes" section. For instructions on removing plug-ins, see the Cisco Voice Provisioning Tool Release Notes, Release 1.0(2).
Improving Performance When Accessing Cisco CallManager Data
If using VPT to update Cisco Unified CallManager 5.0(2) data is slow, do the following procedure to add the IP address and the host name of the Cisco Unified CallManager servers to the hosts file on the VPT server.
To Update the Hosts File on the VPT Server
Step 1 Open the file C:\WINNT\system32\drivers\etc\hosts.
Step 2 Add the IP address and the host name for each Cisco Unified CallManager 5.0(2) server you are accessing, for example:
Device Profile Configuration Settings
The VPT plug-in for Cisco Unified CallManager 5.0(2) supports all device profile configuration settings related to the supported devices.
Phone Configuration Settings
The VPT plug-in for Cisco Unified CallManager 5.0(2) supports all phone configuration settings related to the supported phones.
Do the following tasks to set up secure communication between Cisco Unified CallManager 5.0(2) servers and the VPT server:
1. If you do not already have access to a copy of the server certificate for each Cisco Unified CallManager 5.0(2) server that you want to access, export a copy by doing the "To Export SSL Certificates from Cisco Unified CallManager Administration" procedure.
2. Copy the certificate(s) to the VPT server. See the "To Copy Certificates to the VPT Server" procedure.
3. Add the Connection certificate(s) to a keystore on the VPT server. See the "To Add Certificates to a Keystore by Using Keytool" procedure.
4. If you have not already done so, configure the keystore properties in the Cisco Voice Provisioning Tool. See the "To Configure Keystore Information in the Cisco Voice Provisioning Tool" procedure.
To Export SSL Certificates from Cisco Unified CallManager Administration
Step 1 Log on to Cisco Unified CallManager Administration.
Step 2 Navigate to Platform Administration.
Step 3 Click Security > CertificateManagement > DownloadCertificate/CTL.
Step 4 Click Download Own Cert, and click Next.
Step 5 Click Tomcat, and click Next.
Step 6 Click Tomcat_cert, and click Next.
Step 7 Click Continue.
Step 8 Right-click Tomcat_cert, and click Save Target As.
Step 9 In the Save As dialog box, change Save As Type to All Files.
Step 10 Save the certificate as tomcat_cert.cer, in a known directory.
To Copy Certificates to the VPT Server
Step 1 Copy the certificate(s) to the VPT server by doing the applicable steps:
•Recommended—By using a floppy disk. Continue with Step 2.
•For secure networks—By using a network share. Skip to Step 3.
Step 2 If you are using a floppy disk to copy the certificate, do the following sub-steps:
a. Insert an empty formatted floppy disk in the floppy drive of the Cisco Unified CallManager server.
b. Browse to the directory that contains the certificate (.CER) file.
c. Copy the certificate file to the floppy disk.
d. Remove the floppy disk from the Connection or CA server.
e. Insert the floppy disk in the floppy drive of a VPT server.
f. Copy the certificate file on the floppy disk to a directory on the VPT server.
g. For security, delete the certificate file on the floppy disk.
Step 3 If you are using a secure network share to copy the certificate, do the following sub-steps:
a. On the Cisco Unified CallManager server, browse to the directory that contains the certificate.
b. Select the certificate file, and press Ctrl-C.
c. Open a network share to the VPT server and log on.
d. Browse to or create a directory on the VPT server in which to store certificates.
e. To paste the certificate file, press Ctrl-V.
To configure VPT to communicate with Cisco Unified CallManager 5.0(2), you must use the keytool application, which is included as part of the Sun Microsystems Java Development Kit (JDK) when you install the Cisco Voice Provisioning Tool.
The keytool application creates a keystore (by default, the keystore is stored as a file). You can store multiple certificates in a keystore; the keystore is created automatically when you add the first certificate by using the keytool application. For more information on the keytool command, refer to the Sun Microsystems Java Development Kit documentation.
To Add Certificates to a Keystore by Using Keytool
Step 1 On the VPT server, check to make sure that the PATH environment variable on the system includes the path to the bin directory of the JDK that is installed with VPT:
a. On the Windows Start menu, choose Settings > Control Panel > System.
b. Click the Advanced tab.
c. Click Environment Variables.
d. In the System Variables list, find and click the Path variable and click Edit.
e. If it is not already present in the path, add the full path to the bin directory of the JDK that is installed with VPT. Make sure that a semicolon (;) separates the new entry from any other entries. For example, if the JDK was installed in C:\j2sdk1.4.2_03, add the following to the end of the path:
f. Click OK.
g. Close the System Properties and Control Panel windows.
Step 2 Verify that the JDK tools are available by using the path specified in Step 1:
a. On the Windows Start menu, choose Programs > Accessories > Command Prompt.
b. In the command prompt window, enter javac. If the path is set correctly, usage information for the javac command displays.
Step 3 In the command prompt window that opened in Step 2, change to the directory where the Cisco Voice Provisioning Tool is installed. For example, enter:
cd C:\Program Files\Cisco Systems\Voice Provisioning Tool
and press Enter.
Step 4 Enter
keytool -import -alias <Name of Server the Certificate was Obtained From> -storepass <Password> -File <Certificate File> -keystore <Keystore File>
and press Enter.
We recommend that you use the name of the Cisco Unified CallManager server for the alias. For example, if a self-signed certificate file from server CCM1 is stored in C:\certificates\CCM1-cert.CER, you might enter: keytool -import -alias CCM1 -storepass pa$$w0rd! -File C:\certificates\CCM1-cert.CER -keystore C:\VPTProdSysKeystore
Note The -keystore parameter specifies a file that holds the keystore. If you do not specify a full path, the file is created in the directory in which you run the keytool command. You will need to know the full path to the keystore file to configure the VPT security settings in the next procedure.
Step 5 When prompted to trust the certificate, enter yes and press Enter.
Step 6 To verify that the import was successful, enter
keytool -list -keystore <Keystore File>
and press Enter.
Note Ensure all product system keys are stored in the same keystore for the Cisco Voice Provisioning Tool to access them. Make sure you use the correct syntax for the keystore value each time that you enter a new certificate.
Step 8 Close the command prompt window.
Step 9 Stop and restart the VPT Tomcat service:
a. On the Windows Start menu, click Programs > Administrative Tools > Services.
b. In the right pane of Services, right-click VPT Tomcat, and click Stop.
c. When the service has stopped, right-click VPT Tomcat again, and click Start.
d. Close Services.
The new certificates are not used until you restart the VPT service.
Note To configure keystore settings, your administrator account must belong to a role that has VPT Configuration Modify permissions for the VPT application. If you do not see the VPT Administration > Configuration option in the VPT navigation menu, your account does not have the applicable permissions.
To Configure Keystore Information in the Cisco Voice Provisioning Tool
Step 1 In the Cisco Voice Provisioning Tool, choose VPT Administration > Configuration.
The Configuration window displays.
Step 2 In the Security settings section, enter the full path of the keystore and the password that you specified in Step 4 of the "To Add Certificates to a Keystore by Using Keytool" procedure.
Step 3 Click Save.
Step 4 For the changes to take effect, you must restart the Tomcat service. On the Windows Start menu, choose Programs > Administrative Tools > Services. In the right pane, locate VPT Tomcat, right-click it, and click Restart.
Supported Cisco IP Phone Models
The following table lists all of the phone models that are supported with the Cisco Unified CallManager 5.0(2) plug-in, as well as the applicable protocols. For more information, see the "Supported Cisco IP Phone Models" section in the "Cisco Voice Provisioning Tool Overview" chapter in the Cisco Voice Provisioning Tool User and Phone Management Guide, at http://www.cisco.com/en/US/products/ps6524/prod_maintenance_guides_list.html.
Supported Cisco Device Profile Types
The following table lists all of the supported Cisco device profile types that are supported with the Cisco Unified CallManager 5.0(2) plug-in, as well as the applicable protocols. For more information, see the "Device Profiles for Cisco IP Phone Models" section in the "Cisco Voice Provisioning Tool Overview" chapter in the Cisco Voice Provisioning Tool User and Phone Management Guide, at http://www.cisco.com/en/US/products/ps6524/prod_maintenance_guides_list.html.
User Configuration Settings
This section contains the following topics:
CallManager User Information Settings
Fields in the Cisco Unified CallManager 5.0(2) plug-in have the same definitions as fields of the same name in Cisco Unified CallManager. For field definitions, see Cisco Unified CallManager Help.
Considerations for User Settings with LDAP
If LDAP synchronization is enabled in Cisco Unified CallManager, the following fields (on the Add New User and Modify User pages) cannot be edited using VPT:
•Manager User ID
If LDAP Authentication is enabled in CCM, the following field (on the Modify User page) will not be editable.
You can now enter unicode values in the following Cisco Unified CallManager fields:
•Manager's User ID
The bulk feature will support either comma-separated (typically .csv) or tab-delimited (typically .txt) file formats. The rest of this document simply refers to CSV files to indicate either type of file, except where there are specific differences. The file format will be auto-detected when reading files for import operations, but the admin must select the file format to use for export operations.
There must be a header within the file that indicates which column contains which parameter. This header allows for the extensibility features of VPT, allowing operations to be performed across multiple versions of products that may require different data, while using a single file. The header is not case-sensitive, but the text that is used in the header must match the text described in the tables below. If a header is not recognized by VPT, it will be ignored, and no error or warning will be produced unless the field is required.
Both ASCII and Unicode (UTF8 encoded) file encoding are accepted. The encoding must be specified by the administrator when performing or scheduling the operation and uploading the file. The file can be imported into or exported from any suitable spreadsheet tool, such as Microsoft Excel, if the file format and encoding are supported.
Note that Microsoft Excel will sometimes write data to a .csv or .txt file surrounded by double-quotes, and will encode double-quote characters in the data by duplicating the character. The VPT bulk feature will correctly interpret this encoding during import operations, but will never add double-quote characters like this when exporting data to a file. Excel can read these files even without the added double-quotes.
The file format is extensible so each plug-in can define its own set of data columns. This means that the header row is required to specify the name of the parameter that each column represents for a given plug-in. The header row can be broken down according to the base application and each product plug-in, much like the toggle sections found within the provisioning screens. The base VPT application specifies some set of base columns, and each product also defines its own set of columns. The tables in this sections detail the columns for VPT 1.0 and Cisco Unified CallManager 5.0(2).
This document will use the following terms to refer to contents of a bulk CSV file:
User parameters are listed in two tables:
* If a template is specified, then the vpt_productSystems column is not required because the template will contain the product system name(s).
* There must be a 1:1 match between device names and device classes.
The Cisco Unified CallManager 5.0(2) plug-in will support bulk import/export of either phones or profiles. Each phone or profile must be specified in its own row within the bulk import file. Because phones and profiles each have some phone configuration information and line configuration, this data is broken down into column sets, one column set for the phone config and one column set for each line configured for the phone or profile.
Some attributes—called device attributes—are common to all devices, both phones and profiles. Of the remaining attributes (either phone or profile), the set of required and optional attributes for each type of phone and each type of profile will be different, as is the case for the web-based administration screens for the different types. Line information will be the same for all phones and profile types though, also similar to the normal web-based admin screens. For the purposes of explanation, the complete list of phone and profile parameters are provided here, with no specification as to which apply to which device types.
Phone and profile parameters are listed in two tables:
IP Phone Services
IP Phone services are handled much the same way as other multi-value fields such as product systems and associated devices, although there are a couple of differences. Most importantly, the list of IP phone services is an absolute list for both add and update operations. This means that the list supplied in the bulk import file will replace the current list of subscribed services, which may result in the removal of several already-configured services for a given device. This is not an issue if the bulk file was generated from a bulk-export operation because all subscribed services will be present in the file to begin with.
Another difference is the method of separating the service name strings and the service URL strings. There will be three related columns for IP Phone services:
•The subscription display name (ccm_device_subscribedServiceName)
•The subscription URL (ccm_device_subscribedServiceUrl)
•The service name (ccm_device_ipPhoneServiceName)
Each of these columns contains a list of items, with items separated by semi-colons (;). The first of the three, the subscription display name, is treated as the master column. Other columns have a 1:1 correspondence regarding the items in the semi-colon separated list. If there is a mismatch in ordering or the number of items in each list, the results will be unpredictable and undesirable.
Since the semicolon is a legal character for service names, it must be escaped when it is not being used as a separator character. If a service name needs to contain a semi-colon, that semi-colon must be escaped so that the bulk import system can tell the difference between data and separator characters. The forward slash is used as the escape character. A service name of 'this;is;a;service' would be entered as this/;is/;a/;service in the CSV file.
The list of subscribed services is absolute and will replace the list of currently subscribed services.
Specifying vpt_clear during a modify for the subscription display name parameter will unsubscribe all services.
See the following documents for more information on the Cisco Voice Provisioning Tool and Cisco Unified CallManager:
•Cisco Voice Provisioning Tool Documentation Guide
This guide lists and describes the documents that make up the Cisco Voice Provisioning Tool documentation set. The guide is available at http://www.cisco.com/en/US/products/ps6524/products_documentation_roadmaps_list.html.
•Cisco Voice Provisioning Tool Installation and Upgrade Guide, Release 1.0(2)
This guide describes how to install and upgrade the Cisco Voice Provisioning Tool. The guide is available at http://www.cisco.com/en/US/products/ps6524/prod_installation_guides_list.html.
•Cisco Voice Provisioning Tool System Management and Security Guide
This guide provides descriptions of the Cisco Voice Provisioning Tool and its components, as well as step-by-step instructions for configuring and managing the tool itself. The guide is available at http://www.cisco.com/en/US/products/ps6524/prod_maintenance_guides_list.html.
•Cisco Voice Provisioning Tool User and Phone Management Guide
This guide provides information on provisioning users, phones, and device profiles for Cisco Unified CallManager and Cisco Unity. The guide is available at http://www.cisco.com/en/US/products/ps6524/prod_maintenance_guides_list.html.
•Cisco Unified CallManager Documentation Guide
Provides a list of Cisco Unified CallManager documents that are available with the release (for example, the 4.1(3) release). The document also provides a URL for each document so that you can locate the document on the web. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_documentation_roadmaps_list.html.
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Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:
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:
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:
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:
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:
•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
•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:
•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:
•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:
or view the digital edition at this URL:
•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:
•Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:
•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:
•World-class networking training is available from Cisco. You can view current offerings at this URL:
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
© 2006 Cisco Systems, Inc. All rights reserved.