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Cisco Unified Communications Manager (CallManager)

Installing Cisco CallManager Release 3.3(3)

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Table Of Contents

Installing Cisco CallManager Release 3.3(3)

Purpose of the Document

Conventions

Locating Related Cisco CallManager Documentation

Contents

Frequently Asked Questions About the Cisco CallManager Installation

How long does it take to perform the Cisco CallManager installation?

How does the Cisco CallManager installation work?

May I install other software besides Cisco CallManager on the server?

May I run a web browser on the server?

May I configure a server in the cluster as a Domain Controller?

What if I encounter problems during the installation?

What pre-installation tasks should I perform?

How do I remove the servers from a domain and join a workgroup?

How do I connect the server to the network?

Performing the Cisco CallManager Release 3.3 Installation

Installing Cisco CallManager on the Publisher Database Server

Installing Cisco CallManager on Subscriber Database Server(s)

Install the Cisco CallManager Service Release (when available on cisco.com)

Performing Post-installation Tasks

Activating Cisco CallManager Services

Configuring DNS

Configuring the Database

Downloading Service Releases and Hotfixes for Ongoing System Management

Viewing the Component Versions That Are Installed on the Server

Using the F: Drive on the MCS-7845-1400 to Collect Trace Files

Using the Cisco CallManager Music On Hold Disk or Download

Adding New Subscriber Servers to the Cluster After the Installation

Replacing the Publisher Database Server after the Installation

Verifying and Reinitializing Subscriber Connections

Error Messages

Obtaining Documentation

Cisco.com

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Website

Cisco TAC Escalation Center

Obtaining Additional Publications and Information


Installing Cisco CallManager Release 3.3(3)


Product Key for Cisco CallManager: BTOO VQES CCJU IEBI


Note The Cisco CallManager product key, which you enter during the operating system installation, allows you to install Cisco CallManager on a server that is dedicated solely to that application. If you want to install Cisco CallManager and Cisco Customer Response Solutions (CRS) on the same server, refer to the CRS installation documentation for the product keys.


Purpose of the Document

Use this document to perform the following tasks:

Install Cisco CallManager for the first time

Reinstall Cisco CallManager, if necessary

This document applies if you have one server or many servers in a cluster environment.

Use this document in conjunction with documents that are listed in the "Locating Related Cisco CallManager Documentation" section.

Conventions

Consider the following documentation conventions as you review this installation document:

Blue Text—To quickly navigate to a section or URL, click text that appears in blue.


Note Reader, take note. Notes contain helpful suggestions or references to material not covered in the publication.



Caution Reader, be careful. You may do something that could result in equipment damage or loss of data.


Timesaver Reader, this tip saves you time as you perform the procedure.


(Required)

This convention indicates that you must perform the procedure. Failing to perform the procedure could cause a total system failure or a loss of data and configuration settings.

(Recommended)

This convention indicates that the procedure is strongly recommended, but not required.

Using the Cisco IP Telephony Applications Backup Utility, Version 3.5.44 (or later) replaces the document, Backing Up and Restoring Cisco CallManager Release 3.3.

Unless otherwise specified in this document, all further references to the MCS-7835 apply to the MCS-7835, which contains a 733-MHz processor, the MCS-7835-1000, which contains a 1-GHz processor, the MCS-7835-1266, which contains a 1.26-GHz processor, the MCS-7835H.-2.4, which contains a 2.4-GHz processor, the MCS-7835I-2.4, the customer-provided DL380, and the customer- provided IBM xSeries 340, 342 and 345. All further references to the MCS-7825 apply to the MCS-7825, which contains a 800-MHz processor, the MCS-7825-1133, which contains a 1.13-GHz processor, the MCS-7825H-2.2, which contains a 2.2-GHz processor, and the customer-provided DL320. All references to the MCS-7845 apply to the MCS-7845-1400, which contains a 1.4-GHz processor, and the MCS-7845H-2.4, which contains a 2.4-GHz processor.

Locating Related Cisco CallManager Documentation

Cisco strongly recommends that you review the following documents before you perform the Cisco CallManager installation:

Release Notes for Cisco CallManager Release 3.3

This document lists and describes the system requirements, new features, changed information, documentation updates, and open caveats for Cisco CallManager. Cisco provides versions of this document that match the version of the installation document.

Installing the Operating System on Cisco IP Telephony Applications Servers, Version 2000.2.4 (or later)

This document, a companion guide to this installation document, provides procedures for the Cisco Media Convergence Server (MCS), customer-provided Compaq DL320/DL380 servers, and customer-provided IBM xSeries 330, 340, 342, and 345 servers.

This document does not provide operating system installation procedures for any other servers.

This document provides procedures for installing the operating system on Cisco IP Telephony Applications Servers. This document does not provide Cisco IP telephony application installation procedures. Refer to this document before you install Cisco CallManager, Cisco Personal Assistant, Cisco Customer Response Solutions (CRS), or Cisco Conference Connection.

Cisco CallManager Administration Guide and Cisco CallManager System Guide

The Cisco CallManager Administration Guide provides step-by-step instructions for configuring, maintaining, and administering the Cisco CallManager voice over IP network.

The Cisco CallManager System Guide provides descriptions of the Cisco CallManager system and its components, configuration checklists, and links to associated Cisco CallManager Administration Guide procedures.

Cisco CallManager Features and Services Guide

This document describes how to configure features and services for Cisco CallManager, including Cisco Music On Hold, Cisco CallManager Extension Mobility, and so on.

The Cisco CallManager Serviceability System Guide and Cisco CallManager Serviceability Administration Guide

This document provides descriptions of Cisco CallManager serviceability and remote serviceability and step-by-step instructions for configuring alarms, traces, and other reporting.

Bulk Administration Tool User Guide for Cisco CallManager

This document provides information on using the Bulk Administration Tool (BAT) to perform bulk add, update, and delete operations on phones, users, gateways, and ports.

Using the Cisco IP Telephony Applications Backup Utility, Version 3.5.44 (or later)

This document describes how to install the utility, configure the backup settings, back up Cisco CallManager data, and restore the data.

Cisco CallManager Compatibility Matrix

To ensure continued functionality with interfacing Cisco IP telephony applications after the Cisco CallManager installation, refer to the Cisco CallManager Compatibility Matrix, which provides workarounds for applications that are integrated with Cisco CallManager.

Affected applications may include Cisco Conference Connection, Cisco SoftPhone, Cisco uOne, Cisco 186 Analog Telephony Adapter, Cisco Personal Assistant, Cisco Response Solutions (CRS), Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) applications, including Cisco- supported and third-party applications, and Cisco Telephony Service Provider (TSP).

If you use Cisco CallManager and related Cisco IP telephony applications in a call-center environment, review this document before you begin any installation procedures.

Cisco IP Telephony Operating System, SQL Server, Security Updates

This document provides information on the latest operating system, SQL Server, and security support updates. Information in this document applies to servers that are running the following Cisco IP telephony applications: Cisco CallManager, Conference Connection, Personal Assistant, Cisco Customer Response Applications/Solutions, and Cisco Emergency Responder.

The appropriate Cisco IP telephony application documentation

Locate the release notes, installation/upgrade, and configuration guides for the applications that you want to integrate with Cisco CallManager.

Use Table 1, which provides URLs for software, product keys, and documentation.

Table 1 Quick Reference for URLs 

Related Information and Software
URL

Cisco MCS data sheets

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/index.html

Software-only servers (IBM, HP, Compaq, Aquarius)

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_brochure_list.html

Cisco IP Telephony Operating System, SQL Server, Security Updates

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Operating system installation, Virtual Network Computing (VNC), and Cisco Media Convergence Server (MCS) Network Teaming Driver documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm

Cisco CallManager Compatibility Matrix

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Cisco CallManager documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Cisco CallManager backup and restore documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_3/install/index.htm

Cisco CallManager service releases

http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

See the "Install the Cisco CallManager Service Release (when available on cisco.com)" section.

Related Cisco IP telephony application documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

Cisco Integrated Communications System (ICS) 7750

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/index.htm

Cisco Intrusion Detection Software Host Sensor documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm



Note If you need Cisco CallManager installation and backup/restore information for the Cisco Integrated Communications System (ICS) 7750, refer to the version of the Cisco ICS 7750 documentation and the Cisco ICS 7750 release notes that support this version of Cisco CallManager. To obtain the most recent version of this documentation, see Table 1.


Contents

This document contains the following topics:

Preinstallation Tasks and Information

Locating Related Cisco CallManager Documentation

Frequently Asked Questions About the Cisco CallManager Installation

How long does it take to perform the Cisco CallManager installation?

How does the Cisco CallManager installation work?

May I install other software besides Cisco CallManager on the server?

May I run a web browser on the server?

May I configure a server in the cluster as a Domain Controller?

What pre-installation tasks should I perform?

Installation Tasks and Information

Installing Cisco CallManager on the Publisher Database Server

Installing Cisco CallManager on Subscriber Database Server(s)

Install the Cisco CallManager Service Release (when available on cisco.com)

Postinstallation Tasks and Information

Performing Post-installation Tasks

Activating Cisco CallManager Services

Configuring the Database

Downloading Service Releases and Hotfixes for Ongoing System Management

Viewing the Component Versions That Are Installed on the Server

Using the Cisco CallManager Music On Hold Disk or Download

Verifying and Re-creating Subscription Connections

Verifying and Reinitializing Subscriber Connections

Installation Error Messages

Installation Error Messages

Documentation Resources and Technical Assistance

Obtaining Documentation

Obtaining Technical Assistance

Frequently Asked Questions About the Cisco CallManager Installation

Review the following questions and responses before you complete the Cisco CallManager installation.

How long does it take to perform the Cisco CallManager installation?

The entire installation process, excluding pre-/post-installation tasks, takes 45 to 90 minutes per server, depending on your server type. Before you install Cisco CallManager, consider the size of your cluster.

How does the Cisco CallManager installation work?

Review the following information before you install Cisco CallManager.

Verifying the User Name, Organization Name, and Product Key

Cisco supplies you with a Cisco product key when you purchase a Cisco IP telephony product. The product key, based on a file encryption system, allows you to install only the components that you have purchased, and it prevents other supplied software from being installed for general use. The product key comprises alphabetical letters only. It contains no numbers or special characters.

During the operating system installation, you entered the Cisco CallManager product key. The product key allows you to install Cisco CallManager on a server that is designated for Cisco CallManager only.

During the operating system installation, you registered the software product by entering a user and organization name.

During the Cisco CallManager installation, verify that the correct User Name, Organization Name, and product key display. See the latest version of the operating system documentation for more information.

Entering Passwords

During the Cisco CallManager installation, you must enter a valid password for the following accounts:

Windows NT Administrator account

If you plan to install Cisco CallManager on the Cisco Media Convergence Server (MCS), you established this password during the operating system installation. If you left the password blank during the operating system installation, or if you enter the wrong password during the Cisco CallManager installation, you cannot install Cisco CallManager on the server.


Tip Verify that this password is the same on all servers in the cluster. If you change the passwords at any time, you must either log off and log in to the server again, or you must reboot the server and log in to the server.



Caution When entering passwords for the local Administrator and SA (SQL Server system administrator) accounts, enter alphanumeric characters only. The account password must match on every server in the cluster.

SA (SQL Server system administrator) account

Directory Manager (DC Directory) account

Private Password Phrase


Caution The installation prompts you for a Private Password Phrase. The installation uses the string that you enter to create a unique, encrypted password. You must enter the same phrase on all servers in the cluster.

Installing the Publisher Database or Subscriber Server

When you install Cisco CallManager, you must determine whether the server will be configured as a publishing database server or a subscriber database server. In a Cisco CallManager distributed system, one server maintains the master, or publisher, database, and all other servers in the cluster maintain subscriber databases. Subscriber databases provide copies of the master database. During normal operation, all Cisco CallManagers in the cluster read data from and write data to the publisher database. Periodically, Cisco CallManager automatically updates the subscriber databases as needed.

Cisco requires that you first install the publisher database server, so authentication to the database occurs. This decision designates a permanent selection. If you want to reassign the database server type at a later date, you must reinstall Cisco CallManager on the server and choose a different database server type.


Caution If you are configuring a subscriber database server, make sure that the publishing database server for that cluster is installed, connected to the network, and configured properly to work as a distributed system.When configuring a subscriber database server, ensure that the server that you are installing can connect to the publishing database server during the installation. This connection facilitates copying the publisher database from the publisher database server to the local drive on the subscriber server. You must supply the name of the publishing database server and the password for the administrator account on that server. If the publisher server cannot be authenticated during the installation for any reason, the installation will not continue.

You must install one server at a time, or the subscriber servers cannot receive copies of the database from the publisher database server.

During the installation, the following software installs:

Microsoft SQL Server 2000

Microsoft SQL Server 2000 Service Pack 3a (or later)

DC Directory

Cisco CallManager

Installing Cisco CallManager Components and Services

The Cisco CallManager installation automatically installs all services that display in the Service Activation window of Cisco CallManager Serviceability. These services install on every server in the cluster. To review a list of installed services, service definitions, and service considerations, refer to the Cisco CallManager Serviceability Administration Guide and the Cisco CallManager Serviceability System Guide.

The Cisco CallManager installation places services in an inactive state until the installation completes. After the installation completes, you must manually activate the service on each server in which you want the service to run. For information on activating services, refer to the Cisco CallManager Serviceability Administration Guide and the Cisco CallManager Serviceability System Guide.

Providing Configuration Information

Table 2 shows the information that is required for installing Cisco CallManager on your server. Complete all fields unless otherwise noted. Gather this information for each Cisco CallManager server that you are installing in the cluster. Make copies of this table and record your entries for each server in a separate table. Locate these lists before you begin the installation.

Table 2 Installation Data for Cisco CallManager

Configuration Data
Your Entry

Workgroup name

                                                                      

Database server

Publisher Server Name

Subscriber(s) Server Name(s)

                                                                                 

Administrator password

(same password on every server in the cluster)

                                                                                   

SA (SQL Server system administrator) password

(same password on every server in the cluster)

                                                          

Directory Manager (DC Directory) password

(same password on every server in the cluster)

                                                           

Private Password Phrase for the Cluster

(same phrase on every server in the cluster)

                                                         



Caution If you change any security or account policies from the default, the installation may fail. For more information on security and account policies, refer to Microsoft documentation.

May I install other software besides Cisco CallManager on the server?


Caution Cisco strongly recommends that you do not install any Cisco-verified applications until you complete the installation on every server in the cluster. If you do not know whether the application is approved for installation, do not install it on the server. Installing unsupported software on the server could cause severe performance problems and call-processing interruptions.

Cisco supports a limited list of applications on the Cisco Media Convergence Server (MCS) or Cisco-approved, customer-provided server. Consider the following information before you install Cisco CallManager:

You may install Cisco-verified applications [Cisco AVVID (Architecture for Voice, Video and Integrated Data) Partner Applications], but you must disable these applications before the Cisco CallManager installation and then reboot the server. Disable these applications during installation, restoration, and upgrade procedures.

Installing or using Netscape Navigator on the Cisco MCS or a Cisco-approved, customer-provided server causes severe performance problems. Cisco strongly recommends against installing Netscape Navigator or any other application software on the Cisco MCS or Cisco-approved customer-provided server.

Cisco recommends that you install the Cisco Intrusion Detection Software (IDS) Host Sensor Console on a server that is dedicated to this security application. You may install Cisco IDS Host Agents on the same server as Cisco CallManager, but you must disable these agents during the installation.

You may perform a co-resident installation of Cisco CallManager and Cisco Customer Response Solutions (CRS) on the same server. Refer to the CRS installation documentation to obtain the co-resident installation product key.

Do not install Cisco Unity on any server where Cisco CallManager is installed.

May I run a web browser on the server?

Cisco strongly recommends that you do not run a web browser on the Cisco MCS or any Cisco-approved customer-provided server. Running a web browser on the server causes CPU usage to surge.

To access Cisco CallManager Administration, the web-based graphical user interface (GUI) that allows you to perform Cisco CallManager configuration tasks, use a different PC to browse into the Cisco CallManager server that is running Cisco CallManager Administration and log in with administrative privileges.


Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser.


May I configure a server in the cluster as a Domain Controller?

Cisco strongly recommends that you do not configure any server in the cluster as a Domain Controller. If you configure any server in the cluster as a Domain Controller, you cannot upgrade or reinstall Cisco CallManager on the server.

What if I encounter problems during the installation?

If you encounter problems during the installation, Cisco recommends that you take the following actions:

1. During the installation if you receive an error message that displays in a dialog box, see the "Installation Error Messages" section and perform the recommended corrective action.

2. On the server where the problem occurred, obtain and review the log file, ccminst <data/time stamp>.log, from C:\Program Files\Common Files\Cisco\Logs.

Be aware that not all error messages that display in the log file are catastrophic. MSI generates error messages in the log file for many reasons; for example, attempts to access a service that is not used by Cisco CallManager.

What pre-installation tasks should I perform?

For pre-installation tasks that you must complete before the installation, see Table 3.

Table 3 Pre-installation Tasks 

Step
Pre-installation Tasks
Important Notes

Step 1 

Plan your system configuration.You can distribute the call-processing load for your system across multiple Cisco CallManagers as a single cluster. A cluster comprises a set of Cisco CallManagers that share the same database.

At a minimum, you should determine how many Cisco CallManager servers the cluster will contain, which server will house the publisher database, and where backup tasks will be performed. Additional planning should include a strategy for distributing the devices (such as phones or gateways) among the Cisco CallManagers in the cluster to achieve the type of distribution that you want.

Determine whether each server will act as a dedicated or co-resident server.

In a Cisco CallManager distributed system, one server maintains the master, or publisher, database, and all other servers in the cluster maintain subscriber databases. Subscriber databases provide copies of the master database. During normal operation, all Cisco CallManagers in the cluster read data from and write data to the publisher database. Periodically, Cisco CallManager automatically updates the subscriber copies of the database from the publisher database.

For more information on planning a Cisco CallManager distributed system, refer to the Cisco CallManager System Guide.

If you are installing a dedicated server, locate the Cisco CallManager product key in this document. If you are installing Cisco CallManager on a co-resident server, refer to the specific Cisco IP telephony application installation documentation for the co-resident product key.

Step 2 

This task applies for reinstallations.

Configure the server to the state of the original configuration.

If you have hot-swappable drives, make sure that you inserted the appropriate drives into the server and ensure that the drives are functional. Remove any additional hard drives that are in the server.

Step 3 

Make sure that you installed the operating system on all dedicated and co-resident servers.

If you are installing Cisco CallManager on the Cisco MCS, refer to Installing the Operating System on the Cisco Media Convergence Server. To obtain the most recent version of this document, see Table 1.


Caution Cisco strongly recommends that you do not install any operating system service release until you install Cisco CallManager on every server in the cluster.

Step 4 

Before you install Cisco CallManager, make sure that you removed all servers from a NT or an Active Directory Domain.

See the "How do I remove the servers from a domain and join a workgroup?" section.

Step 5 

Connect the server(s) to the network.

See the "How do I connect the server to the network?" section.

Step 6 

If your server supports the Cisco Media Convergence Server Network Teaming Driver, you can install and configure this driver, if you choose to do so.

To obtain the installation and configuration document, see Table 1.

Step 7 

About Disabling Cisco-verified Applications

This step applies if you need to reinstall Cisco CallManager.

If you have Cisco-verified applications (Cisco AVVID Partner Applications) or platform agents installed on the server, you must disable the services.

The following applications/platform agents may interfere with the Cisco CallManager installation:

Antivirus services

Intrusion detection services

OEM server agents

Server management agents

VOIP monitoring/performance monitoring

Remote access/remote management agents

About Disabling McAfee Antivirus Services

Before you perform Cisco CallManager installation procedures, you must disable all Cisco-approved McAfee antivirus services. You can enable all antivirus services after you complete the procedures.

About Disabling Cisco IDS Host Sensor Agents

If you have Cisco IDS Host Sensor Agents installed on the server, you must disable the services. You can start the services after the installation.

Cisco strongly recommends that you do not install any Cisco-verified applications until you have completed the installation on every server in the cluster.


Caution Reboot the server after you disable these applications. Do not start the applications until you complete the Cisco CallManager installation on every server in the cluster. Before you start the installation, verify that none of the services is running.

Step 8 

Locate Table 2, which provides specific information that you need to install Cisco CallManager.

See Table 2.


How do I remove the servers from a domain and join a workgroup?

Convert any servers that exist in the NT Domain or Microsoft Active Directory Domain by performing the following procedure:

Procedure


Step 1 Choose Start > Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click the Properties button.

Step 4 Click the Workgroup radio button and enter a name, for example, WRKGRP, in the corresponding field.

Step 5 Click OK.

Step 6 When prompted to do so, reboot the server.

Step 7 Log in using the Administrator password.

Step 8 Perform this procedure on every server in the cluster that exists in the NT Domain.

Step 9 Go to the Domain Controller and remove the computer accounts for the Cisco CallManager servers in the cluster.


How do I connect the server to the network?

Before you begin the installation, make sure that you connect your server to the network.

The servers in Table 4 contain two network interface cards (NIC), but the Cisco IP telephony application supports only one NIC. When you connect the server to the network, use the NIC connector that is listed in the table because the other NIC is automatically disabled during the installation.

Table 4 Connecting to the Network

Server
NIC Connector

MCS-7825

Use the lower NIC connector.

MCS-7835-1266 and MCS-7845-1400

Use the NIC 1 connector.

IBM xSeries 330 server

Use the upper NIC connector.


Performing the Cisco CallManager Release 3.3 Installation

See the following procedures to complete the Cisco CallManager installation:

Installing Cisco CallManager on the Publisher Database Server

Installing Cisco CallManager on Subscriber Database Server(s)

Install the Cisco CallManager Service Release (when available on cisco.com)

Installing Cisco CallManager on the Publisher Database Server

Item Needed: Cisco CallManager Upgrade Disk 2 and New Installation and Recovery Disk

For the publisher database server, the installation takes 45 to 90 minutes, depending on the server type. Use the following procedure to perform the installation.


Caution The installation procedure prompts you to remove the Cisco CallManager Upgrade Disk 2 and New Installation and Recovery Disk. Do not remove the disk unless the installation procedure directs you to do so.

Procedure


Step 1 After you install the operating system and log in to the server by using the Administrator account and password, obtain the Cisco CallManager Upgrade Disk 2 and New Installation and Recovery Disk and insert it into the drive when you are prompted to do so.

Step 2 To acknowledge that you disabled/uninstalled all Cisco-verified applications, click Yes.

Step 3 When the Welcome window displays, click Next.

Step 4 If you are performing a Same Server Recovery, the following message displays: "The Same System Recovery flag was detected. Is this server being configured as a Cisco CallManager Publisher?" Click Yes.

Step 5 Accept the Cisco CallManager license agreement by clicking the I accept the terms in the license agreement radio button; then, click Next.

Step 6 In the Customer Information window, the User Name and Organization that you entered during the operating system installation automatically display.

Cisco automatically populates the product (CD) key fields with the product key that you entered during the operating system installation. Click Next.

Step 7 In the Setup Type window, click the Complete button.

Step 8 Cisco requires that you install Cisco CallManager on the publisher database server first, so authentication can occur between the publisher database and subscriber servers.

In the Server Type window, choose Publisher; click Next.


Note The publisher database server serves as the master database for all servers in the cluster. All servers except the publishing database server maintain subscriber databases, which are copies of the publisher database server. If you are configuring a subscriber database server, make sure that the server that you are installing can connect to the publishing database server before the installation can continue. The installation process necessitates this connection, so the publisher database server can be copied to the local drive on the subscriber server. To make sure a good connection exists between the servers, issue a ping command from the subscriber server to the publisher database server before you try to authenticate to it. If you are using Domain Name System (DNS), use a fully qualified domain name (for example, `hostname.cisco.com') with the ping command. If the ping command is not successful, you must exit the installation program, fix the problem, and begin the installation process again.



Caution When entering passwords for the local Administrator and SA (SQL Server system administrator) accounts, enter alphanumeric characters only. The account password must match on every server in the cluster.

Step 9 In the Administrator password window, enter your Windows administrative password. Click Next.

Step 10 Enter the Private Password Phrase for the cluster; confirm the password and click Next.

Step 11 In the SQL Password window, perform the following procedure:

a. Enter the SA (SQL Server system administrator) password.

b. Press the Tab key.

c. To confirm the password, enter the password again; then, click Next.

Step 12 In the Cisco Directory Password window, perform the following procedure:

a. Enter the Directory Manager password.

b. Press the Tab key.

c. To confirm the password, enter the password again; then, click Next.

Step 13 Now that the Cisco CallManager and other included software are ready to be installed, click Install. This part of the installation takes about 30 to 45 minutes, depending on your server type.

The status bar in the window indicates the progression of the installation. Microsoft SQL Server 2000, Microsoft SQL Server 2000 Service Pack 3a (or later), DC Directory, and Cisco CallManager install. Continue to wait while the installation completes.

Step 14 When the Cisco CallManager installation completes, click Finish to exit the wizard.

The restart server dialog box displays.

Step 15 To restart the server, click Yes.

Step 16 After the server reboots, remove the disk from the drive.

Step 17 Log in to the server by using the Administrator password.

Step 18 If you are not installing Cisco CallManager on the subscriber server(s), go to "Performing Post-installation Tasks" section.


Installing Cisco CallManager on Subscriber Database Server(s)

Item Needed: Cisco CallManager Upgrade Disk 2 and New Installation and Recovery Disk

After you install Cisco CallManager on the publisher database server, you install the application on the subscriber database servers. For each subscriber database server, the installation takes 45 to 90 minutes, depending on the server type.


Caution Perform the installation on one server at a time. This process ensures that the subscriber server(s) can receive a copy of the database from the publisher database server.


Caution The installation procedure prompts you to remove the Cisco CallManager Upgrade Disk 2 and New Installation and Recovery Disk. Do not remove the disk unless the installation procedure directs you to do so.

Procedure


Step 1 After you install the operating system and log in to the server by using the Administrator account and password, obtain the Cisco CallManager Upgrade Disk 2 and New Installation and Recovery Disk and insert it into the drive when you are prompted to do so.

The installation preparation takes approximately 10 minutes to complete.

Step 2 To acknowledge that you disabled/uninstalled all Cisco-verified applications, click Yes.

Step 3 When the Welcome window displays, click Next.

Step 4 If you are performing a Same Server Recovery, the following message displays: "The Same System Recovery flag was detected. Is this server being configured as a Cisco CallManager Publisher?" Click No.

Step 5 Accept the Cisco CallManager license agreement by clicking the I accept the terms in the license agreement radio button; then, click Next.

Step 6 In the Customer Information window, the User Name and Organization that you entered during the operating system installation automatically display.

Cisco automatically populates the product key fields with the product key that you entered during the operating system installation. Click Next.


Note The publisher database server functions as the master database for all servers in the cluster. All servers except the publishing database server maintain subscriber databases, which are copies of the publisher database server. If you are configuring a subscriber database server, make sure that the server that you are installing can connect to the publishing database server, so the installation can continue. The installation process necessitates this connection, so the publisher database server can be copied to the local drive on the subscriber server. To make sure a good connection exists between the servers, issue a ping command from the subscriber server to the publisher database server before you try to authenticate to it. If you are using Domain Name System (DNS), use a fully qualified domain name (for example, `hostname.cisco.com') with the ping command. If the ping command is not successful, you can also try to access the publisher database server from all subscriber servers by choosing Start > Run, entering \\<Publisher Server Name>\C$, and then by clicking OK. If the publisher database server cannot access the subscriber server, you must exit the installation program, fix the problem, and begin the installation process again on the subscriber server.


Step 7 Click the Complete radio button.

Step 8 In the Server Type window, perform the following procedure:

a. Click the Subscriber radio button.

b. Enter the computer name of the publisher database server.


Caution If you enter the IP address or fully qualified DNS of the publisher database server, the installation fails.

c. Click Next.


Caution When entering passwords for the local Administrator and SA (SQL Server system administrator) accounts, enter alphanumeric characters only. The account password must match on every server in the cluster.

Step 9 In the Administrator password window, enter the local Windows administrator password.

This password must match the Windows administrator password that is used on the publisher database server.

Click Next.

Step 10 Enter the Private Password Phrase for the cluster; confirm the phrase, and click Next.

This password must match the Private Password Phrase that you entered on the publisher database server.

Step 11 In the SQL Password window, perform the following procedure:

a. Enter the SA (SQL Server system administrator) password.

This password must match the SA password that is used on the publisher database server.

b. Press the Tab key.

c. To confirm the password, enter the password again; then, click Next.

Step 12 Now that the Cisco CallManager and other included software are ready to be installed, click Install. This part of the installation takes about 30 to 45 minutes, depending on your server type.

The status bar in the window indicates the progression of the installation. Microsoft SQL Server 2000, Microsoft SQL Server 2000 Service Pack 3a (or later), DC Directory, and Cisco CallManager install. Continue to wait while the installation completes.

Step 13 When the Cisco CallManager installation completes, click Finish to exit the wizard.

Step 14 Click Yes to restart the server.

Step 15 After the server reboots, remove the disk from the drive.

Step 16 Log in using the Administrator account and password.

Step 17 After you install Cisco CallManager on all subscriber server(s), go to the "Performing Post-installation Tasks" section.


Install the Cisco CallManager Service Release (when available on cisco.com)

After you install this version of Cisco CallManager on all servers in the cluster, Cisco strongly recommends that you install the latest Cisco CallManager service release on all servers in the cluster. These service releases provide additional bug fixes for your system.

Be aware that Cisco CallManager service releases are cumulative. Cisco rolls bug fixes into the next Cisco CallManager release.


Tip Make sure that you install the same version of the service release on every server in the cluster.


To obtain the latest Cisco CallManager service release, perform the following procedure:

Procedure


Step 1 Click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

Step 2 Click Cisco CallManager Version 3.3.

The Cisco CallManager 3.3 software page displays.

Step 3 Locate and download the readme document for the service release.

The readme file provides procedures, caveats, and descriptive information for installing the files.

Step 4 Using the readme file as a reference, install the Cisco CallManager service release on every server in the cluster where Cisco CallManager is installed.

Step 5 Perform other post-installation tasks.


Performing Post-installation Tasks

After installing Cisco CallManager on your server, you must set some configuration parameters for Cisco CallManager and perform other post-installation tasks before you can begin using it. Perform these tasks for each server that you install and complete them before or after the other servers in the cluster are installed.

For post-installation tasks that you must complete after the installation, see Table 5.

Table 5 Post-installation Tasks 

Post-installation Tasks
Important Notes

Activate Cisco CallManager services that you want to run on each server in the cluster.


Caution Do not activate Cisco CallManager services in the Microsoft Services window or the Microsoft Computer Management window. You must activate Cisco CallManager services in Cisco CallManager Serviceability.

Refer to the following documents:

Cisco CallManager Serviceability Administration Guide

Cisco CallManager Serviceability System Guide

See the "Activating Cisco CallManager Services" section.

Configure DNS.

See the "Configuring DNS" section.

Configure the database.

See the "Configuring the Database" section.

To manage your system, install the backup utility that is available on the web and configure the backup settings.

Remember to back up your Cisco CallManager data daily.

Refer to Using the Cisco IP Telephony Applications Backup Utility, Version 3.5.44 (or later). To obtain the most recent version of this document, see Table 1.

To manage your system, install the latest service release and hotfixes that are available on CCO.

View the components that are installed on the server.

See the following sections:

Downloading Service Releases and Hotfixes for Ongoing System Management

Viewing the Component Versions That Are Installed on the Server

If you want to do so, you can configure the F: drive on the MCS-7845-1400 for trace file collection.

See the "Using the F: Drive on the MCS-7845-1400 to Collect Trace Files" section.

Install additional Music on Hold selections via disk or the web.

See the "Viewing the Component Versions That Are Installed on the Server" section.

If you want to do so, install and configure Cisco Customer Response Solutions (CRS) on the server.

Refer to the compatible CRS installation documentation.

The locale, English_United_States, installs automatically on the server. To upgrade existing locales or to add new locales to the server, install the Cisco IP Telephony Locale Installer.

Click the following URL to obtain the locale and the installer documentation:

http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-locale-33

If necessary, you can add a subscriber server to the cluster after the installation.

See the "Adding New Subscriber Servers to the Cluster After the Installation" section.

If necessary, you can replace the publisher database server.

See the "Replacing the Publisher Database Server after the Installation" section.


Activating Cisco CallManager Services

Even though all Cisco CallManager services install on each server in the cluster, you must manually activate the services that you want to run on each server in the cluster.


Caution Do not start and stop Cisco CallManager services through the Microsoft Computer Management window or the Microsoft Services window. Starting and stopping Cisco CallManager services through these windows cause problems with the Cisco CallManager database.

You must activate Cisco CallManager services through Cisco CallManager Serviceability. For service recommendations and more information, refer to Cisco CallManager Serviceability Administration Guide and Cisco CallManager Serviceability System Guide.

Configuring DNS

Cisco strongly recommends that you configure DNS on every server in the cluster where Cisco CallManager is installed. Cisco uses DNS to resolve the server name to an IP address, so servers can interact in the cluster.


Caution When you configure DNS, make sure that you configure and enable the Reverse DNS Lookup function.

The DNS suffix for the connection field must contain the DNS domain information where the server exists as a member.

When multiple DNS domains exist in a single Cisco CallManager cluster or the Backup Network Directory Location exists in a different DNS domain, you must correctly enter the domain information in the Append these DNS suffixes (in order): field. If you need more information on domain naming conventions, refer to Installing the Operating System on the Cisco IP Telephony Applications Server. To obtain the most recent version of this document, see Table 1.

To configure DNS after installing Cisco CallManager, perform the following steps:

Procedure


Step 1 Choose Start > Settings > Network and Dial-up Connections.

Step 2 Right-click Local Area Connection and choose Properties.

Step 3 Choose Internet Protocol (TCP/IP).

Step 4 Click Properties.

Step 5 Click Advanced.

Step 6 Click the DNS tab.

Step 7 Click the Add button that is underneath the DNS server addresses in order of use pane.

Step 8 In the dialog box, enter the IP address of the DNS server and click Add.

Step 9 Check the Register the connection's address with DNS check box, if it is not already checked.

Step 10 Click OK.

Step 11 Perform this procedure on every server in the cluster that has Cisco CallManager installed.


Configuring the Database

After installing Cisco CallManager, you use Cisco CallManager Administration to begin configuring the database. The Cisco CallManager database contains information and parameters that relate to the system as a whole, to connected devices, and to individual users. The following list describes a few tasks that you must perform in Cisco CallManager Administration or Cisco CallManager Serviceability:

1. In Cisco CallManager Serviceability, activate the services that you want to run on each server in the cluster.

2. Configure system-level settings, such as Cisco CallManager Groups.

3. Design and configure your dialing plan.

4. Configure media resources for conferences, Music On Hold, and so on.

5. Install and configure your chosen voice-messaging system.

6. Configure system-wide features, Cisco IP Phone services, Cisco CallManager Extension Mobility, Cisco CallManager Attendant Console, and Cisco IP Manager Assistant.

7. Install and configure the gateways.

8. Enable computer telephony integration (CTI) application support; then, install and configure the desired CTI applications.

9. Configure and install the phones; then, associate users with the phones.

For more information about configuring the Cisco CallManager database, refer to the Cisco CallManager Administration Guide, the Cisco CallManager System Guide, or online help in the Cisco CallManager application.

Downloading Service Releases and Hotfixes for Ongoing System Management

For ongoing management, perform the following tasks:

Verify that you have installed the latest Microsoft patches and hotfixes (About Microsoft Patches and Hotfixes).

Verify that you have installed the latest Cisco CallManager service release (About Cisco CallManager Service Releases).

About Microsoft Patches and Hotfixes

Refer to Installing the Operating System on the Cisco IP Telephony Applications Server for more information. To obtain this document, see Table 1.

About Cisco CallManager Service Releases

See "Install the Cisco CallManager Service Release (when available on cisco.com)" section.

Viewing the Component Versions That Are Installed on the Server

The mcsver.exe program reports the current version of all installation components, including the operating system, upgrade, and backup and restore utility. Be aware that Cisco does not report the actual Cisco CallManager version through this program. Most of these components, run from the installation disks during the initial installation, no longer exist on the system.

The version for OS Image equals your operating system disk version number. The version of OS Image will change only if you do a new installation by using the Cisco IP Telephony Server Operating System Hardware Detection Disk.

Perform the following procedure to view the component versions that are installed on the server:

Procedure


Step 1 Use Windows Explorer to browse to the following folder:

C:\utils\mcsver

Step 2 View the versions of the components that are running on your server.


Using the F: Drive on the MCS-7845-1400 to Collect Trace Files

To increase system performance, you can configure service parameters and trace output settings, so trace files write to the F: drive instead of the default C: drive. Using the F: drive allows you to capture more trace files because this drive is set up specifically for trace file collection.

Perform the following procedure for all MCS-7845-1400 in the cluster:

Procedure


Step 1 In Cisco CallManager Administration, choose Application > Cisco CallManager Serviceability.

The Cisco CallManager Serviceability window displays.

Step 2 Choose Trace > Configuration.

Step 3 From the Server pane on the left side of the Trace Configuration window, click the server name or IP address of the MCS-7845-1400.

Step 4 Click the Cisco CallManager service.

The Trace Configuration window for the service and server displays.

Step 5 In the upper, right corner of the window, click the SDL Configuration link.

Step 6 In the Trace Directory Path field under Trace Output Settings, change the default from the C: drive to the F: drive.

Step 7 Click Update.

Step 8 Perform this procedure on all MCS-7845-1400 in the cluster.


Using the Cisco CallManager Music On Hold Disk or Download

When you install Cisco CallManager on your server, a default music on hold sample automatically installs for customer use. To increase your music on hold (MOH) selection, you may also install the Cisco CallManager Music On Hold Disk that ships with your Cisco IP Telephony Applications Server, or you may download one of the two following files via the web:

ciscocm-MusicOnHold, which is a set of wav files that provides the entire music selection from the disk

ciscocm-MusicOnHoldSampler, which is a small set of files that offers a sample of music that is available on the disk

For information on the MOH feature, refer to the latest version of the Cisco CallManager Administration Guide and the latest version of the Cisco CallManager System Guide.

As a Cisco CallManager user, you can use any contents of the disk/files with music on hold. Because of licensing restrictions, you must not distribute the Cisco CallManager Music on Hold disk/files to anyone else, and you must not use it for any other purpose.

Adding New Subscriber Servers to the Cluster After the Installation

If you need to add servers to the cluster, perform the following tasks:


Caution If you changed any NT Service passwords on the servers in the cluster, you must use the password utility to reset the passwords to the default by using the Admin Utility. The installation fails if you do not to perform this task.

1. Install the operating system on the subscriber server(s) by using the Cisco-provided operating system disks and the operating system documentation.

2. Verify that you configured name resolution, for example, DNS, before you install Cisco CallManager.

3. Install Cisco CallManager on the subscriber server(s) by using the Cisco CallManager Upgrade Disk 2 and New Installation and Recovery Disk.

Make sure that you enter the publisher database server name correctly, so authentication to the publisher database server can occur.

4. Upgrade to the version of Cisco CallManager that currently runs in the cluster.

5. Install the same Cisco CallManager service release and operating system hotfixes/service patch that you have applied to the existing cluster.

Replacing the Publisher Database Server after the Installation

For more information on performing this task, refer to Using the Cisco IP Telephony Applications Backup Utility, Version 3.5.44 (or later).

Verifying and Reinitializing Subscriber Connections

If the connections between the publisher database server and the subscribers within a cluster are broken for any reason, you cannot copy the database to the subscribers.

Verifying the Status of the Subscription

In the Enterprise Manager, a red X icon next to the subscription indicates that the subscription is broken.

Reinitializing the Subscription/Starting the Replication Snapshot Agent

If you determine that one or more subscription connections are broken, as indicated by the red X icon next to the subscriptions, reinitialize the subscriptions and start the replication snapshot agent on the publisher database server.

Procedure


Step 1 Open SQL Server Enterprise Manager by choosing Start > Programs > Microsoft SQL Server 2000 > Enterprise Manager.

Step 2 In the following path, choose the name of the publisher database that you are configuring: Microsoft SQL Servers/SQL Server Group/<this server's hostname>/Databases/<the publisher database name>Publications.

Step 3 In the main window, right-click the subscription name and choose Reinitialize all Subscriptions. Click Yes to confirm.

Step 4 In the following path, choose the Snapshot Agents folder: Microsoft SQL Servers/SQL Server Group/<this server's hostname>/Replication Monitor/Agents.

Step 5 Right-click the publication name that matches the database name that you are configuring; then, click Start.


In rare cases, the reinitialization of the subscriptions may not work. If you determine that the previous procedure did not work as expected, contact the team that provides technical assistance for this product; for example, your Cisco AVVID Partner or the Cisco Technical Assistance Center (TAC).

Error Messages

The following error messages may display in dialog boxes (not the log file) during the installation. You can obtain and review the log file, ccminst <data/time stamp>.log, from C:\Program Files\Common Files\Cisco\Logs.

Table 6 Installation Error Messages 

Error Message
Reason
Corrective Action

You must provide the Computer Name of the publisher server. IP addresses or fully qualified DNS names are not allowed.

You must not enter periods (.) when you enter the publisher database server name.

Reenter the information correctly.

You must provide the publisher server name when installing a subscriber.

This error message displays when you install Cisco CallManager on the subscriber server and do not provide the publisher database server name.

Reenter the information correctly.

You have entered an invalid product key. Please re-enter the key.

You entered an invalid product key.

See the Cisco CRS installation documentation to obtain the Cisco CRS product keys. See this document for the Cisco CallManager product key.

You must enter a password.

This message displays when you do not enter a password, but the application requires a password for the installation to occur.

Enter the correct password.

The passwords you entered do not match.

This error message displays when you enter a password more than one time, but the password that you enter does not match the password on the server.

Enter the same password on all servers in the cluster.

You must have intrusion detection, anti-virus protection software, or any third-party applications uninstalled before you continue with the Cisco CallManager installation. Failure to do so could cause un-recoverable errors. Would you like to proceed?

This message always displays to alert the administrator of the requirements.

If you have Cisco-verified applications (Cisco AVVID Partner Applications) or platform agents that are installed on the server, you must disable/uninstall them and stop the services.

Error opening MSI package

Cisco CallManager Setup cannot find the MSI package.

This message displays if you encounter a media problem; insert the disk again.

This package has already been installed.

This message displays when you attempt to install the same version of Cisco CallManager again after a successful installation.

Remove the disk from the drive.

A newer version of this package has already been installed.

This message displays when you attempt to install a previous version of Cisco CallManager after a successful installation of a later version.

Remove the disk from the drive.

An unexpected error occurred.

An error occurred during the Cisco CallManager Setup.

Obtain and examine the log file.

An unexpected error occurred while constructing package name.

An error occurred during the Cisco CallManager Setup.

Obtain and examine the log file.

An unexpected error occurred while creating the log directory.

The installation could not create the log file directory.

Verify that security policies on the server are not restrictive.

Unable to connect to <server name>

The installation cannot find the file, Dbname.ini, if the passwords that you enter on the server(s) do not match.

The publisher database server is not available; DNS is not implemented.

Current OS version does not meet minimum requirements. Aborting Cisco CallManager install.

Cisco CallManager Release 3.3(3) requires Cisco-provided operating system version 2000.2.3 or later.

Refer to Cisco IP Telephony Operating System, SQL Server, Security Updates to review which versions are compatible for installation.

Installing Cisco CallManager using Terminal Services is not allowed. Install will now abort.

Cisco does not support Terminal Services for Cisco CallManager installations, upgrades, or configuration tasks.

Cisco Technical Assistance Center (TAC) uses Terminal Services for remote management and troubleshooting tasks.

If you want to use Virtual Network Computing (VNC), see Table 1 to obtain the most recent version of the documentation.

Failed to launch <name of executable>, aborting install

The installation attempted to launch the executable, and the launch failed.

Obtain and examine the log file. You may have a media problem.

Failure occurred trying to determine if Cisco Directory install succeeded. Aborting Cisco CallManager install.

The DC Directory installation failed.

Obtain and examine the log file.

Pending file operations are occurring. Reboot the server and then install Cisco CallManager.

Pending file operations are occurring.

Reboot the server and then install Cisco CallManager.

You must enter a phrase from 1 to 15 characters in length. This phrase may contain English lower-case letters, English upper-case letters, Westernized Arabic Numerals, and the following Non-alphanumeric "special characters" { } . < > : ? / | \ ` ~ ! @ $ ^ & * ( ) _ - +

You entered invalid characters for the private password phrase.

Enter valid characters.

The installation has detected that the server exists in a domain. When a server exists in a domain, authentication between servers may fail or the non-default domain security policies may be too restrictive for the Cisco CallManager installation to build critical NT Accounts during an upgrade. Failure to remove the server from the domain and add to a workgroup may cause upgrade errors, upgrade failures, or a total system failure, which includes a loss of data and a complete reinstallation of Cisco CallManager. Would you like to proceed?

The server exists in a domain.

Before you continue the installation, Cisco strongly recommends that you remove all servers in the cluster from the domain.


Obtaining Documentation

Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation on the World Wide Web at this URL:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

You can access the Cisco website at this URL:

http://www.cisco.com

International Cisco websites can be accessed from this 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 may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

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

All users can order monthly or quarterly subscriptions through the online Subscription Store:

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

Ordering Documentation

You can find instructions for ordering documentation at this URL:

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

You can order Cisco documentation in these ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

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

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

Documentation Feedback

You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.

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

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

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

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com, which includes the Cisco Technical Assistance Center (TAC) website, as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from the Cisco TAC website. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC website, including TAC tools and utilities.

Cisco.com

Cisco.com offers a suite of interactive, networked services that let you access Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com provides a broad range of features and services to help you with these tasks:

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

To obtain customized information and service, you can self-register on Cisco.com at this URL:

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

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: the Cisco TAC website and the Cisco TAC Escalation Center. The type of support that you choose depends on the priority of the problem and the conditions stated in service contracts, when applicable.

We categorize Cisco TAC inquiries according to urgency:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration. There is little or no impact to your business operations.

Priority level 3 (P3)—Operational performance of the network is impaired, but most business operations remain functional. You and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels.

Priority level 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively impacted by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Priority level 1 (P1)—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.

Cisco TAC Website

The Cisco TAC website provides online documents and tools to help troubleshoot and resolve technical issues with Cisco products and technologies. To access the Cisco TAC website, go to this URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website require 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 this URL to register:

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

If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC website, you can open a case online at this URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, we recommend that you open P3 and P4 cases online so that you can fully describe the situation and attach any necessary files.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. 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 automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.

Obtaining Additional Publications and Information

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

Access the Cisco Products & Services page at this URL:

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

Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

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

iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

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

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

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

http://www.cisco.com/en/US/learning/le31/learning_recommended_training_list.html