Frequently Asked Questions

Welcome

Welcome to the Ordering Tool! This list of Frequently Asked Questions (FAQ) describes enhancements that have been made to Ordering Tool effective August 15, 2005, and provides general guidance on how to use Ordering Tool.

To browse this FAQ by category, click the link below. Then scroll down to read the entire group of questions, or click an individual question.

To browse this FAQ by keyword, use your browser’s Find function (Edit > Find (in this page)).

System Requirements
For the best performance when using the Ordering Tool, please follow the suggestions below.

Hardware Requirements:

  • Pentium 166 MHz (minimum); for optimal performance, Pentium 200 MHz or higher
  • 128 MB RAM
  • TCP/IP protocol installed and configured
  • Monitor and display adapter capable of 256 colors at 800x600 resolution; for optimal performance, display adapter capable of 1024x768 resolution

Software Requirements:

  • Operating system: Windows 95, 98, 2000 or NT; Unix (Solaris); Linux
  • HTML Browse: Netscape 4.5 or higher, Internet Explorer 6.0

Network Requirements:

  • 56K Modem connection or higher (sustained bandwidth); for optimal performance, 512K LAN connection

For a brief description of enhancements that have been made to Ordering Tool in this release, see Recent Enhancements.

FAQ's for recent Ordering Tool enhancements:

 

New for this release

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Questions


1. I clicked Check for Errors and found errors with my order. Can I still submit it?

No. The order cannot be submitted until the errors are resolved.

2. What’s the difference between an Alert and an Error?

Alerts do not prevent the order from being submitted. They are simply warnings that order processing may be delayed if they are not solved.

Errors must be resolved before an order can be submitted.

3. Why can’t I specify “Maintenance Type” on the Line Item Details page anymore?

Specifying the ‘Maintenance Type’ of a service line has become much easier in the Ordering Tool. You can now specify “Equipment on Site”

4. I am on the Line Item Details page. What should I do with the Duration drop-down list?

The “Length” field in the Service Options section has be renamed to “Duration” to more accurately describe the field’s purpose. The service quantity and duration will now be independent of each other on the Main Order Form.

5. What does the Existing Contract radio button do on the Line Item Details page? What about the New Contract button?

Use the Existing Contract radio button to add a selected product to an existing contract. (Be sure to specify the contract number in the neighboring text field.)

Use the New Contract radio button to indicate that this is a new contract.

6. There appears to be different information in the Service Level drop-down list on the Line Item Details page. What is this new information?

The Service Level drop-down list now displays both the part number and its corresponding description, making it easier to select the correct service.

7. Is it secure to supply a credit card number while I am ordering through OT?

Yes, it is secure to type in your credit card number. The Ordering Tool ensures that you use the correct digit length and format when entering credit card numbers, and encrypts the data for secure transmission.

8. If I choose Credit Card as the method of payment, what type of information I need to provide?

Credit card number, expiration date and your name and email address in the Order Acknowledgements section.

9. Do I need to enter my email address in the Order Acknowledgements form, when I am submitting a credit card order?

Yes. Enter your email address in both the Order Acknowledgements form and the Order Contacts form so that Cisco can contact you in the event that authorization fails.

10. I heard that there is a new functionality in the order types called “Try and Buy order.” Why couldn’t I see that in the Create an Order form?

The Ordering Tool only displays this option for customers who are entitled to participate in the Try and Buy program.

11. Can I remove addresses from “My Saved Addresses” list in the Address Book?

Yes. You can remove addresses from your “My Saved Addresses” list in the Address Book one address at a time. For each address you remove from your “My Saved Addresses” list, Ordering Tool displays a confirmation message.

12. What is the Intended Use field?

“Intended Use” replaces the field formerly labeled “PO Type.”

13. I see the Promotional order type is no longer available. How do I enter a promotional order now?

Enter your promotional order as a Standard Order, then specify the appropriate Promotion Code in the Header Detail tab.

14. Will my order still be processed if I don’t provide all of the requested service information?

It depends on what kind of information you’re leaving out.

If you leave out or enter incorrect information related to the service availability, contract number, serial number, date, and warranty enhancement service, Ordering Tool displays an error message. Errors must be corrected before you can submit the order for processing.

In some cases, however, Ordering Tool only displays an alert message. You can submit an order for processing if it has unresolved alerts, but Cisco may not process it until the discrepancy is resolved.
For a list of what information is required to ensure faster order processing and service entitlement, see the Ordering Tool Improvements website for Service Orders.

15. How do I know what service part number to choose for my product?

On the Line Item Details page, there is a drop-down menu for Service Level. The service level drop-downs you see for your order are keyed to the part numbers for each line item. Match the service part number you choose with the part number of the item you are purchasing.

16. How do I add service to a new contract?

The Main Order Page now includes a radio button to specify the service should apply either to an Existing Contract or a New Contract. It also enables you to request a new service contract or enter information about an existing service contract in a free form text field.

Select the New Contract radio button. The service line is added to the new contract that is created during the entitlement process.

17. I would like to order service for a product that’s already been ordered. Do I need to edit the existing order?

Improved features allow you to easily link service to products on a current order or products on a different order. Use the drop-down list Product on Another Order to choose product information. Select the product and then provide either a serial number or sales order (SO), Cisco Marketplace (MP), as well as line numbers for the SO or MP orders. On the Line Item Details page, you are prompted to provide serial numbers for each service item ordered when selecting a product on another order. The field for serial number matches the number of eligible products selected from the Product on Another Order drop-down list.

18. I would like to order service for more than one year. How do I indicate this in my order?

Service duration has been enhanced in the new Ordering Tool. We’ve added a Duration field that allows you to select the amount of duration for the service line item. This field is available in the Line Item Details page of the service line. Standard duration values are 1, 2 and 3 years.

19. Can I override the default (contractual) discount amount that comes up when I enter an order?

The Enter, Configure, and Revise Line Item page shows both the contractual discount (if applicable) and the total discount (contractual plus any other applicable discounts). The unit price reflects the total discount. You can adjust the total discount on an order-line level using the Discount field. However, this does not change the contractual discount value.

(Please note that adjusting the total discount may delay order processing.)

20. I see Cisco has added many more selections to the order creation “End user market” field.

That’s correct. Previous versions of Ordering Tool offered only 12 classifications for end user market; the current version offers 60. The following table shows all the entries, with choices that were there before in bold type.

ASP Computer/
High-Tech
Government-Local Media & Publishing Retail
Aerospace Construction Government-State Mfg/Industry Retail Banking
Agriculture Discrete Manufacturing Health Care Military/Defense Retail/Wholesale
Automotive Distributors Home Mining/Extraction Security& Management Resellers
Banking E-rate and Education ISP Ministry of Defense Service Provider/Telco/
Communications
Business Services Electronics & Technology Independent Software Vendor Not for Profit Services
Cable Energy Industry and Institutions Other Svc Provider/
Telco
Central Government Entertainment, Leisure &Tourism Insurance
Pharmaceutical
Telco
Chemicals/Petrochemicals Federal Government Investment Banking Process Manufacturing Telecomm
Colleges/University Financial K-12 Education Public Sector Companies Transportation
Commercial Food Local Government Research Institutions Utilities
Community College/Tech Government Manufacturing Research and Development Wholesale

21. I’ve created a credit card order, but when I try to submit it, Ordering Tool displays an error message. What could be the problem?

One possibility is that you have not included an acknowledgement contact. As of August 15, users must provide an acknowledgment contact on the Header Details page for credit card, government, and try-and-buy order types before orders can be submitted.

Another possibility is that you’re located in a region that isn’t supported for credit card orders. Please review Ordering Tool Improvements section on Credit Cards for the full list of regional support for credit card orders.

22. Does the Ordering Tool offer a secure environment to place a credit card order?

Yes, it is secure to type in your credit card number. The Ordering Tool ensures that you use the correct digit length and format when entering credit card numbers, and encrypts the data for secure transmission.

23. Can I delete addresses from the Address Book?

Yes, you can delete addresses from the Address Book one address at a time. For each address you delete, you receive a confirmation message.

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General guidance

  1. I’m having problems using the new Ordering Tool. What should I do?
  2. How do I get back to the Ordering Tool Home Page?
  3. What is an ICA Agreement?
  4. My browser has frozen. What should I do?
  5. There is miscellaneous text on the page. What should I do?
  6. What should I do if I receive a Cisco Service Error Message?
  7. I can’t find the Ordering Tool link. What does this mean?
  8. How can I confirm that my order has been submitted?
  9. What should I do if I can’t find an answer to my questions regarding the Ordering Tool?

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1. I’m having problems using the new Ordering Tool. What should I do?

Click the hyperlink in the yellow banner just below the Ordering Tool’s navigation bar. This link gives you access to all current help and documentation on the Ordering Tool.

2. How do I get back to the Ordering Tool Home Page?

Go to the Ordering Tool’s navigation bar and click Order Tool Home.

3. What is an ICA Agreement?

An Internet Commerce Agreement is a contract signed by an individual, authorizing them to submit orders using the Ordering Tool.

4. My browser has frozen. What should I do?

Click your browser’s Reload/Refresh button.

5. There is miscellaneous text on the page. What should I do?

Click your browser’s Reload/Refresh button.

6. What should I do if I receive a Cisco Service Error Message?

This is probably the result of a technical issue. Contact your Customer Service Specialist or contact the appropriate Customer Service Center.

7. I can’t find the Ordering Tool link. What does this mean?

If the Ordering Tool link is not visible on your browser, you are either not authorized to use this tool, or your user profile needs to be updated. If you would like to obtain authorization, contact your Customer Service Specialist, or contact the appropriate Customer Service Center.

8. How can I confirm that my order has been submitted?

Use the Order Status Tool to check that the order has been submitted.

9. What should I do if I can’t find an answer to my questions regarding the Ordering Tool?

Contact your Customer Service Specialist or contact the appropriate Customer Service Center.

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Ordering Tool home page

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Create an Order

1. Where do I create new orders?

In the Create an Order section of the Ordering Tool home page.

2. I’m having problems deciding which order type to use?

Click the hyperlink in the yellow banner just below the Ordering Tool’s navigation bar. This link gives you access to all current help and documentation on the Ordering Tool.. The Ordering Tool Quick Reference provides a complete description of the order types.

3. Why do I need to provide End User information?

Cisco requires End User information for resale orders, contract customers and orders containing encryption items. Information about the end users of Cisco products and services is used to help us identify market trends and improve our offerings.

4. What should I do if I need to change my price list after I’ve entered in my order?

Once an order is created, you cannot change the associated price list. You must re-create the order using the new price list to ensure proper submission.

If you do not want to re-enter the order, contact your Customer Service specialist.

5. I have a question regarding my discount rate. What should I do?

Contact your Customer Service specialist.

View an Open Order

1. What is an open order?

An open order is one that has been created, but not yet submitted. To continue working on an open order, click View Open Orders, then click the order ID #.

2. How do I access orders I did not complete and submit?

From the Ordering Tool navigation bar, click View Open Orders. Find the Order ID # of the order you wish to modify, select it, and open it.

3. How do I add or remove products from an open order?

From the Ordering Tool navigation bar, click View Open Orders. Open the order and make the desired changes.
You can do this as long as the order is still open. Once the order is no longer open, you can only change it using the Cisco Change Order Tool.

Get Routed Order

1. What is a routed order?

An order that has been created and sent to you by another user. If you have submit access, you can either open the order and submit it, or route it to another user.

2. How do I acquire a routed order?

When someone else routes an order to you, you receive a confirmation email message from that person. The email includes the order identification number and the key required to access the order.

To acquire the routed order, go to the Ordering Tool home page and click Acquire Routed Order. Enter the order identification (MP) number and the key for the order, then click Acquire Order. Ordering Tool displays the Main Order Form for the order that was routed.

You may now review the order and either submit it or route it to someone else.

3. How do I route an order to another user?

To route an order to another person, select the order you wish to route from your list of saved orders, then Scroll to the bottom of the Main Order Form and click Route Order. Provide the email address of the person to whom you want to route the order and enter any required notes.

Ordering Tool sends the receiver of your routed order an email message with their personal secret key number.

4. How do I view an order’s routing history?

If an order has been routed one or more times, you can view its routing history. Scroll to the bottom of the Main Order Form and click Route Order. Then select the Routing History tab. This tab lists all routings for the current order, showing date, who routed the order, who it was sent to, and any associated notes. The most recent routing is shown first.

5. I routed an order and the user still has not received an e-mail notification. What should I do?

If you are not sure you have successfully routed the order, open the order and click Route Order. Then select the Routing History tab to check its history. Contact your Customer Service specialist with any questions.

6. Can two users work on the same order at the same time?

It is possible for two users to work on the same order at the same time, but it is not advisable. Doing so may cause complications in submitting the order.

7. I tried to acquire a routed order and received an error message. What does this mean?

This usually means that the order has already been submitted. To check this, click View Open Orders and see if the order is still on the list.

Once the order has been submitted (is no longer open), you can only change the order using Change Order Tool.

8. Can I save a routed order in My Saved Templates?

Yes. Go to the bottom of the Main Order Form and click Save as Template.

Use Order Templates

1. What are Order Templates?

An Order Template is an order with some of your frequently-used fields already filled in. You can create templates for any number of different orders that you routinely process.

Create an order and save it as a template. All information except MP#, PO# and Order Description is copied to the template.

To access your template, click Order Templates on the Ordering Tool home page navigation bar.

2. Can I submit an order template?

No. You must still create the order and complete all remaining fields.

3. Can I view another user’s saved templates?

No. You can only access your own templates.

4. How do I create an order from a template?

Select the template, and then click Create as New Order. Ordering Tool displays the Create an Order from a Template window, with a new MP number already supplied. Enter a description for the order, then click OK.

Ordering Tool displays the Main Order Form for the newly-created order.

5. How do I delete a template?

Select one or more templates, then click Delete. Ordering Tool displays a confirmation message.
To complete the deletion, click Yes.

Set Defaults

1. I don’t see the correct billing address when using the ordering tool. How do I update this?

From the Ordering Tool Home Page, click Set Defaults. Ordering Tool displays the Set Defaults page.
Scroll down to the list of parameters you can change, and click Billing. Ordering Tool jumps to the Billing Information defaults.

Click Change Address. Select the appropriate address from the drop-down menu for your default billing address, then click Select This Address.

2. I don’t see the billing address I need listed in the drop-down box of the Header Details/Set Defaults page.

Contact your Customer Service Specialist or the appropriate Customer Service Center.

3. How do I enter/change my order defaults?

At the Ordering Tool Home Page, click Set Order Defaults. The defaults you can enter/change include:

  • Billing
  • Shipping Address and Method
  • Pricing Information
  • Payment and Taxes
  • Service Options
  • Acknowledgements

Click the section that you wish to enter/change.

4. I am trying to select the correct service level in the Set Default page, but the option is unavailable. What should I do?

If the information is not listed in the drop-down box, contact your Customer Service Specialist or contact the appropriate Customer Service Center.

If you have selected a service level in the Set Defaults page, this selection automatically pre-populates in all sections of your order. To change the information for this order…

  • Go to the Ordering Tool Home Page Create an Order section and choose the appropriate listing from the drop down box OR
  • Go to the Main Order form and choose the appropriate listing from the Line Item Details section.

5. How do I change my product/service discounts?

With your order still open, click Set Defaults and go to the Pricing Information section. Enter the discount rate that your company and Cisco have agreed upon. All corresponding fields in your order are populated automatically.

6. What is the alert pop-ups feature in the defaults section? How can I disable them?

This feature automatically displays warning message pop-ups wherever appropriate. If you no longer want to see these messages, you can disable them in the Defaults section.

7. What are update reminders?

An update reminder prompts you to save your order after you enter the specified number of line items.

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Main Order form

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General Questions

1. How do I add an item to the Main Order Form?

Select New under line # and enter the product number exactly as it appears in the price list.

Note: If you do not know the exact product number, click Item Search. Either enter the quantity and the discount percentage your company and Cisco Systems have agreed upon, or the unit price.

2. How do I order a spare part?

To order a spare part, enter an "=" at the end of the product number. For example, to order a single cable, you would enter "CAB-AC=". To search for a product name, click Item Search, then the Spares Search tab.

3. What does the Clear button do?

The Clear button erases the item you are currently adding to the Main Order Form.

4. The major lines are doubling in the Main Order Form?

This is probably the result of double-clicking the Save button. Clicking buttons twice causes two actions.

To delete the line, select the Delete box on the right-hand side of the line, then click Save Order.

5. How do I delete a line item from the Main Order Form?

To delete the line, select the Delete box on the right-hand side of the line, and then click Save Order.

6. What does the Check for Errors button do?

This feature reviews ordering information, line item details, and verifies configurations for accuracy. Warnings and alerts refer you to the areas of your order that are invalid.

7. How do I change an item?

On the Main Order form, find the number of the item you want to modify, in the Line column. Then click Number.

The target item appears in the console, and is available for editing.

8. How do I view a configuration for a line item?

Select the line item (click the + sign next to the line item number) and double-click, OR select the line item and click Configure.

9. How do I save an order?

Click Save Order in the Main Order Form.

10. The Submit button is gray. What does this mean?

This indicates that you have filled out an ICA agreement, but are not authorized to submit orders. For further assistance contact your Customer Service Specialist.

11. The Submit button is green. What does this indicate?

The link appears green if you have not filled out an ICA agreement and/or do not yet have Submit permissions.

12. I’m trying to edit the fields in the Main Order Form, but my mouse does not place a cursor in the field. What should I do?

This is probably a technical problem. Try using your tab and arrow keys to enter information in the fields.

Configure

1. The Configure button is gray. What should I do?

Ordering Tool leaves support functions inactive (gray) if they are not applicable to the selected line item. If you can’t use the Configure Button, the selected item is probably not configurable.

If you are unsure of whether you are experiencing a system problem, try entering an item you know is configurable, and see if those functions activate.

2. My configuration is not validating. What should I do?

This problem could be the result of various factors which include:

  • Components are incompatible
  • The updated version of the product has not been selected
  • Incorrect quantities have been ordered
  • Incorrect model numbers have been ordered

Check the configurator’s error messages that are listed to see what the specific problems are. If there are no error messages listed in the configurator, contact your Customer Service Specialist or the appropriate Customer Service Center.

3. Can I enter minor line items separately instead of having to use the configurator?

No, but some options can be entered as a spare (using an "=" after the product name).

4. I have an invalid product in my configuration for a line item. What should I do?

Look for another product that might fill the same purpose, and try to validate the configuration again.

Item Search

1. What should I do if I am unsure of a product name?

On the Main Order Form, click Item Search. You can then search by product name, configuration name, product description, or product family.

2. I typed an invalid product name? What should I do?

On the Main Order Form, select Item Search. You can then search by product name, configuration name, product description, or product family.

Get Saved Configurations

1. What is Get Saved Configurations?

This is a feature that enables you to reuse the same major line configurations for new orders. It is helpful when you frequently reorder the same products. Rather than configuring the same product through the Configuration feature each time you want to order it, you can click Get Saved Configurations on the Main Order form and retrieve the entire configuration.

2. How do I view other users saved configurations/templates?

Saved configurations can only be shared by users from the same company and same bill-to addresses. Contact your Customer Service Specialist or the appropriate Customer Service Center.

3. Where can I view and select saved configurations?

From the Main Order Form, click Get Saved Config. Ordering Tool opens the Dynamic Configuration Tool to the Search for Items and Saved Configs tab.

Fill out as much of the Search page as you can.

To search by product number, configuration name, or product description, enter as much of the product number, saved configuration name or product description as you know.

To search by product family, select the closest match from the Product Family drop-down list.

To include saved configurations in your search, check Include my saved configurations, Show another user’s saved configurations and/or Show all my company’s saved configurations.

4. Why did my verified configurations in the Saved Configuration section become unverified?

Saved configurations remain verified until something in the product Bill of Materials (BOM) changes. If this happens and your configurations become unverified, click the actual product number to return to the original configuration, then re-verify the product configuration.

Service / Line Details

1. What do the Service / Line Details button do?

This button enables you to define service, end user, and ShipSet details at the line item level. It also enables you to customize the line options without affecting the entire order.

2. From the Main Order Form, how do I select service for my product?

Click Service/Line Details and scroll down to Service Options sections. Select the appropriate Service level, and click Save Order.

3. Can I enter more than one end user?

Yes. First create an order with multiple ship sets. Select line 1 and click Service/Line Details. Enter your information in the end user section.

Header Details

1. How do I change the billing address on one order?

Do not change the billing address in the defaults. Instead, change the address in the Billing section of the Header Details page.

2. How do I change my ship to address?

Click the Header Details tab. Then go to the Shipping Address and Method section and click the Change Address button.

3. What if the ship to address I need is not listed in the drop-down box?

If the address is not listed, go to the Shipping section of Header Details and click Continue. Go to the Enter a New Shipping Address section and type in the address. After you enter the address, click Use Entered Address. To apply the modifications you just made in this section, to your entire order, click Save.

ShipSets

1. What is a ShipSet?

A ShipSet is a grouping of items within an order that have the same shipping destination, requested ship date, and freight terms/FOB. An order with one shipping destination has one shipset, “the default ShipSet.”

2. What does the ShipSet tab do?

The Shipsets tab enables you to specify multiple destinations for the major line items on an order.

All Order Details

1. How do I view the price list or order type for my current order?

Select the All Order Details tab to view a summary of your entire order. The top section of All Order Details displays your price list and order type.

2. Where would I find a summary of my entire order?

To display your order, select the All Order Details Tab at the top of the page. You can print out this sheet to maintain a record of your order.

3. How do I print a record of my order?

Select the All Order Details tab, and then click your browser Print button. Ordering Tool displays a printer-friendly copy of your order.

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