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Table Of Contents
Installing Cisco Unified CallManager Release 5.1(1)
Frequently Asked Questions About the Cisco Unified CallManager Installation
How long does it take to perform the Cisco Unified CallManager installation?
What Passwords do I Need to Specify?
Which servers does Cisco support for this installation?
May I install other software besides Cisco Unified CallManager on the server?
Installing Cisco Unified CallManager
Gathering Information for an Installation
Handling Network Errors During Installation
Installing the New Operating System and Application
Changing the Default Cisco Unified CallManager Application User Passwords
Accessing Cisco Unified CallManager Serviceability
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
Obtaining Technical Assistance
Cisco Technical Support & Documentation Website
Definitions of Service Request Severity
Obtaining Additional Publications and Information
Installing Cisco Unified CallManager Release 5.1(1)
Because the 5.0(x) release of Cisco Unified CallManager has a different installation framework than previous releases of Cisco Unified CallManager, review all installation instructions carefully before you install Cisco Unified CallManager 5.1(1).
This document includes information about installing Cisco Unified CallManager Release 5.1(1) on one server or many servers in a cluster environment.
Contents
This document contains the following topics:
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Frequently Asked Questions About the Cisco Unified CallManager Installation
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Installation Overview
Cisco Unified CallManager 5.0(x) uses a different installation framework than previous releases. The installation process allows you to perform a basic installation, upgrade from Cisco Unified CallManager 4.x to Cisco Unified CallManager 5.1(1), and upgrade to a newer service release during the installation.
For a more detailed description of the different installation types, see Table 1.
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Related Documentation
Cisco strongly recommends that you review the following documents before you perform the Cisco Unified CallManager installation:
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The Cisco Unified CallManager Administration Guide provides step-by-step instructions for configuring, maintaining, and administering the Cisco Unified CallManager voice over IP network.
The Cisco Unified CallManager System Guide provides descriptions of the Cisco Unified CallManager system and its components, configuration checklists, and links to associated Cisco Unified CallManager Administration Guide procedures.
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This document describes how to configure features and services for Cisco Unified CallManager, including Cisco Music On Hold, Cisco Unified CallManager Extension Mobility, and so on.
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These documents provide descriptions of Cisco Unified CallManager serviceability and remote serviceability and step-by-step instructions for configuring alarms, traces, and other reporting.
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This document describes how to configure the backup settings, back up Cisco Unified CallManager data, and restore the data.
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This document provides procedures for migrating data from earlier versions of Cisco Unified CallManager to Cisco Unified CallManager 5.0(x).
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This document provides information on how to access and use the utilities that are available on the platform. This document also includes instructions for installing new locales.
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This document provides instructions on how to configure and troubleshoot authentication and encryption for Cisco Unified CallManager, Cisco Unified IP Phones, SRST references, and Cisco MGCP gateways.
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This document provides instructions on how to upgrade from Cisco Unified CallManager 4.x to Cisco Unified CallManager 5.1(1).
Table 2 lists URLs for software and additional documentation.
Table 2 Quick Reference for URLs
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 Unified CallManager Compatibility Matrix
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm
Cisco Unified CallManager documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm
Cisco Unified CallManager Security Guide
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/sec_vir/a
e/index.htm
Cisco Unified CallManager backup and restore documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/backup/index.htm
Cisco Unified CallManager service releases
Related Cisco IP telephony application documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm
Important Considerations
Before you proceed with the Cisco Unified CallManager installation, consider the following requirements and recommendations:
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Frequently Asked Questions About the Cisco Unified CallManager Installation
The following section contains information about commonly asked questions and responses. Review this section carefully before you complete the Cisco Unified CallManager installation.
How long does it take to perform the Cisco Unified CallManager installation?
The entire installation process, excluding pre- and post-installation tasks, takes 45 to 90 minutes per server, depending on your server type. Before you install Cisco Unified CallManager, consider the size of your cluster.
What Passwords do I Need to Specify?
During the Cisco Unified CallManager installation, you must specify the following user names and passowords:
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You use the Administrator username and password to log in to the following areas:
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The Administrator login must start with an alphabetic character, be at least six characters long, and can contain alphanumeric characters, hyphens, and underscores. You can change the Administrator password or add a new Administrator account by using the command line interface. See the Cisco Unified Communications Operating System Administration Guide for more information.
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You use the Application User password for the following default application user names:
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You can change the application user password for each application through Cisco Unified CallManager Administration. See the Cisco Unified CallManager Administration Guide for more information.
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The system uses this password to authorize communications between nodes, and you must ensure that this password is identical on all nodes in the cluster.
The Database Access Security password must start with an alphanumeric character, be at least six characters long, and can contain alphanumeric characters, hyphens, and underscores.
Which servers does Cisco support for this installation?
For information about the supported servers, refer to the release notes for your version of Cisco Unified CallManager. Find the release notes online at
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/5_0/rel_note/index.htm
May I install other software besides Cisco Unified CallManager on the server?
For Cisco Unified CallManager 5.1(1), you must do all software installations and upgrades by using the Software Upgrades menu options in Cisco Unified Communications Operating System Administration. The system can upload and process only software that Cisco Systems approved. You cannot install or use third-party or Windows-based software applications that you may have been using with a previous version of Cisco Unified CallManager with Cisco Unified CallManager 5.1(1).
Browser Requirements
You can access Cisco Unified CallManager Administration, Cisco Unified CallManager Serviceability, and Cisco Unified Communications Administration by using the following browsers:
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Installation Options
After the installation restarts, you will be asked to select one of the options that Table 3 lists.
Configuring the Hardware
As a part of software installation, the system installer configures the system BIOS and RAID settings for the new operating system and Cisco Unified CallManager application. See Table 4 for the BIOS settings and Table 5 for the RAID settings that are set up during installation.
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Installing Cisco Unified CallManager
The next sections contain the procedures for installing the first and subsequent nodes. Review the following sections carefully before you perform the installation:
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Gathering Information for an Installation
Use Table 6 to record the information about your Cisco Unified CallManager server. Gather this information for each Cisco Unified CallManager server that you are installing in the cluster. You may not need to obtain all the information; gather only the information that is pertinent to your system and network configuration. You should make copies of this table and record your entries for each server in a separate table, even if you are planning to use the DMABackupInfo.inf file to configure your system.
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Caution
The last column in the table shows whether a field can be changed after installation, and if so, whether you can change it through Cisco Unified Communications Operating System Administration or through the Command Line Interface (CLI).
For more detailed descriptions of each installation field, see Table 7.
Table 7 Installation Field Definitions
Administrator ID
This field specifies the name that you want to assign to this account.
Ensure the name is unique; it can contain lowercase, alphanumeric characters, hyphens, and underscores. It must start with a lowercase alphanumeric character.
For this mandatory field, you should record it for use when logging in to the CLI on the platform or into the Cisco Unified Communications Operating System Administration.
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Administrator Password
This field specifies the password that you use for logging into the the CLI on the platform and for logging into Cisco Unified Communications Operating System Administration.
Ensure the password is at least six characters long; it can contain alphanumeric characters, hyphens, and underscore.
For this mandatory field, you should record it for use when you log in to the Cisco Unified CallManager.
DHCP
Dynamic Host Configuration Protocol
Choose Yes if you want to use DHCP to automatically configure the network settings on your server.
If you choose No, you must enter a hostname, IP Address, IP Mask, and Gateway.
DNS Enabled
A DNS server represents a device that resolves a hostname into an IP address or an IP address into a hostname.
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If you do not have a DNS server, enter No. When DNS is not enabled, you should only enter IP addresses (not hostnames) for all network devices in your Cisco Unified Communications network.
If you have a DNS server, Cisco recommends that you enter Yes to enable DNS. Disabling DNS limits the system ability to resolve some domain names.
DNS Primary
Cisco Unified CallManager contacts this DNS server first when it attempts to resolve host names.
Enter the IP address of the DNS server that you want to specify as the primary DNS server. Enter the IP address in dotted decimal format as ddd.ddd.ddd.ddd where ddd can have a value between 0 and 255 (except 0.0.0.0).
Consider this field mandatory if DNS is set to yes.
DNS Secondary
When a primary DNS server fails, Cisco Unified CallManager will attempt to connect to the secondary DNS server.
In this optional field, enter the IP address of the secondary DNS. Enter the IP address in dotted decimal format as ddd.ddd.ddd.ddd where ddd can have a value between 0 and 255 (except 0.0.0.0).
Domain
This field represents the name of the domain in which this machine is located.
Consider this field mandatory if DNS is set to yes.
First Cisco Unified CallManager Node
This field specifies the first Cisco Unified CallManager node that contains the database.
Subsequent nodes connect to the the first node to access database content.
The first node also synchronizes with an external NTP server and provides time to the other nodes.
Choose Yes if you are configuring the first Cisco Unified CallManager node in the cluster.
If you are configuring subsequent nodes, see Table 7 for information on the different fields.
Gateway Address
A gateway represents a network point that acts as an entrance to another network. Outbound packets get sent to the gateway that will forward them to their final destination.
Enter the IP address of the gateway in the format ddd.ddd.ddd.ddd where ddd can have a value between 0 and 255 (except 0.0.0.0)
If you do not have a gateway, you must still fill in this field by setting it to 255.255.255.255. Not having a gateway may limit you to only being able to communicate with devices on your subnet.
Hostname
A host name represents an alias that is assigned to an IP address to identify it.
Enter a host name that is unique to your network.
The host name can comprise up to 64 characters and can contain alphanumeric characters and hyphens.
If DHCP is set to No, consider this field mandatory.
IP Address
This field specifies the IP address of this machine. It will uniquely identify the server on this network. Ensure another machine in this network does not use this IP address.
Enter the IP address in the form ddd.ddd.ddd.ddd where ddd can have a value between 0 and 255 (except 0.0.0.0).
If DHCP is set to No, consider this field mandatory.
IP Mask
This field specifies the IP subnet mask of this machine. The subnet mask together with the IP address define the network address and the host address.
Enter the IP mask in the form ddd.ddd.ddd.ddd where ddd can have a value between 0 and 255 (except 0.0.0.0).
A valid mask should have contiguous '1' bits on left side and contiguous '0' bits on the right.
For example, a valid mask follows: 255.255.240.0 (11111111.11111111.11110000.00000000)
An invalid mask follows: 255.255.240.240 (11111111.11111111.11110000.11110000)
NIC Speed
This field specifies the speed of the server network interface card (NIC) in megabits per second.
The possible speeds include 10 or 100.
NIC Duplex
This field specifies the duplex setting of the server NIC.
The possible settings include half and full.
NTP Server
This field identifies the NTP servers with which you want to synchronize.
Enter the hostname or IP address of one or more NTP server(s).
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NTP Server Enable
When enabled, this server will act as a NTP server and provide time updates to the subsequent nodes in the cluster.
Choose Yes if you want to enable this machine to be an NTP server.
Security Password
Cisco Unified CallManager servers in the cluster use the security password to communicate with one another.
You will be asked to enter the same security password for each subsequent node in the cluster.
Enter the security password.
Enter the same password in the confirm password field.
The password must contain at least six alphanumeric characters. It can contain hyphens and underscores, but it must start with an alphanumeric character.
Caution
Set Hardware Clock
This field specifies the date and local time for the machine.
Note
Choose Yes if you want to set the date and local time for the time zone that you chose.
Enter the hours based on a 24-hour format.
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SMTP
This field specifies the name of the SMTP host that is used for outbound e-mail.
Enter the hostname or dotted IP address for the SMTP server. For a host, it can contain alphanumeric characters, hyphens, or periods. For a host name, it must start with an alphanumeric character.
You must fill in this field if you plan to use electronic notification. If not, you can leave it blank.
Subnet IP Address
By entering a subnet address, you can specify a range of IP Addresses that will be granted access to query this NTP server.
Enter an IP subnet that will be granted access to the NTP server
During installation, you can only enter two subnets.
Subnet Mask
This field specifies the subnet mask for the subnet address.
Enter the subnet mask for the IP subnet.
Time zone
This field specifies the local time zone and offset from Greenwich Mean Time (GMT).
Choose Yes if you want to change the time zone.
Choose the time zone that most closely matches the location of your machine.
Handling Network Errors During Installation
During the installation process, the installation program verifies that the server can successfully connect to the network by using the network configuration you enter. If it cannot, a message displays, and you get prompted to select one of the following options:
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Networking is validated after you complete each networking window, so the message might display multiple times. If the message displays while you are reviewing the network configuration windows, choose IGNORE to move to the next window. If you choose REVIEW, the first network configuration window appears again.
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Installing the New Operating System and Application
Use this procedure to begin installing the operating system and Cisco Unified CallManager application:
Procedure
Step 1
Note
Step 2
When the media check completes, the Media Check Result window displays.
Step 3
If the media fails the Media Check, either download another copy from Cisco.com or obtain another disc directly from Cisco Systems.
After you choose OK, the system installer performs various hardware checks to ensure you system is correctly configured for Cisco Unified CallManager 5.1(1), including the following checks:
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Drivers not found, do you want to install manually?To continue the installation, choose Yes.
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After the hardware checks complete, the Overwrite Hard Drive window displays.
Step 4
Caution
The Platform Installation Wizard window displays.
Step 5
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If You Choose Skip
Start here if you have a server that has Cisco Unified CallManager preinstalled or if you chose Skip on Platform Installation Wizard window.
Step 6
Note
Note
Step 7
The Platform Installation Wizard window displays.
Step 8
The Upgrade During Install window displays. Continue with the "If You Choose Proceed" section.
If You Choose Proceed
Step 9
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Upgrade During Install
If you choose Yes in the Upgrade During Install window, the installation wizard installs the software version on the DVD first and then restarts the system. You then get prompted to enter certain network configuration parameter values and the location of the upgrade file.
Step 10
The Upgrade During Install window displays.
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Step 11
The Install Upgrade Retrieval Mechanism Configuration window displays.
Step 12
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Upgrade From a Local Disc
Before you can upgrade from a local drive, you must download the appropriate patch file from Cisco.com and copy the file to a CD or DVD. Because of the size of the patch files, you will need to copy it to a DVD in most cases.
The patch-file name has the following format:
cisco-ipt-k9-patchX.X.X.X-X.tar.gz.sgnWhere X.X.X.X-X represents the release and build number
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Step 13
Note
The Install Upgrade Patch Selection Validation window displays.
Step 14
Upgrade From a Remote Server
If you chose to upgrade through an FTP or SFTP connection to a remote server, you must first configure the network settings.
The Auto Negotiation Configuration window displays.
Step 15
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Step 16
The DHCP Configuration window displays.
Step 17
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Step 18
The DNS Client Configuration window displays.
Step 19
After the system configures the network and checks for connectivity, the Remote Patch Configuration window displays.
Retrieving the Remote Patch
Step 20
If the upgrade file is located on a Linux or Unix server, you must enter a forward slash at the beginning of the directory path. For example, if the upgrade file is in the patches directory, you must enter /patches. If the upgrade file is located on a Windows server, check with your system administrator for the correct directory path.
The Install Upgrade Patch Selection window displays.
Step 21
After the system restarts, the Preexisting Configuration Information window displays.
Using Preexisting Configuration Information
Step 22
The Platform Installation Wizard window displays.
Step 23
The Product Installation Configuration window displays.
Step 24
Step 25
Step 26
Step 27
Basic Installation
Step 28
The Auto Negotiation Configuration window displays.
Step 29
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Step 30
The DHCP Configuration window displays.
Step 31
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Step 32
The DNS Client Configuration window displays.
Step 33
The network restarts by using the new configuration information, and the Administrator Login Configuration window displays.
Step 34
Note
The Certificate Signing Request Information window displays.
Step 35
The First Node Configuration window displays.
Step 36
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Configure the First Node
If you chose to configure the server as the first node in the cluster, the Network Time Protocol Client Configuration window displays. Cisco recommends that you use an external NTP server to ensure accurate system time on the first node. Ensure the external NTP server is stratum 9 or higher (meaning stratums 1-9). Subsequent nodes in the cluster will get their time from the first node.
Step 37
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The system contacts an NTP server and automatically sets the time on the hardware clock.
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The Database Access Security Configuration window displays.
Step 38
Note
The SMTP Host Configuration window displays.
Step 39
Note
The Platform Configuration Confirmation window displays.
Step 40
When you choose OK, the Application User Password Configuration window displays.
Step 41
Step 42
The Cryptographic Export Warning window displays, and the systems installs and configures the software.
Step 43
Step 44
Configure a Subsequent Node
To configure a subsequent node in the cluster, follow these steps.
Caution
The First Node Access Configuration window displays.
Step 45
The SMTP Host Configuration window displays.
Step 46
Note
The Platform Configuration Confirmation window displays.
Step 47
Step 48
Step 49
Post-Installation Tasks
After installing Cisco Unified CallManager on your server, you must set some configuration parameters for Cisco Unified CallManager and perform other post-installation tasks before you can begin using it. Perform these tasks for the server that you install and complete the tasks before other servers in the cluster are installed.
For post-installation tasks that you must complete after the installation, see Table 8.
Table 8 Post-Installation Tasks
Log in as the Cisco Unified CallManager Application User and change the Application User passwords.
See the "Changing the Default Cisco Unified CallManager Application User Passwords" section.
Activate Cisco Unified CallManager feature services that you want to run.
Before you activate feature services, you must perform required preactivation tasks; for example, before you can activate a service on a server, you must add the server to Cisco Unified CallManager Administration (System > Cisco Unified CallManager).
For other service activation requirements, refer to the Cisco Unified CallManager Serviceability Administration Guide.
Caution
Refer to the following documents:
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See the "Accessing Cisco Unified CallManager Serviceability" section.
Configure the backup settings.
Remember to back up your Cisco Unified CallManager data daily.
Refer to Disaster Recovery System Administration Guide.
The locale English_United_States installs automatically on the server; however, you can add new locales to the server, if required.
Refer to Cisco Unified Communications Operating System Administration Guide.
Cisco recommends that you implement authentication and encryption in your Cisco IP Telephony network.
Refer to Cisco Unified CallManager Security Guide
If necessary, you can add subsequent Cisco Unified CallManager nodes to the cluster.
You must add subsequent Cisco Unified CallManager nodes to the cluster by performing the following tasks:
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2.
Remember to enter the same security password on all nodes.
Changing the Default Cisco Unified CallManager Application User Passwords
Cisco Unified CallManager installation sets all Application User passwords to the same Application User password that you entered during installation. Cisco recommends that you log in to Cisco Unified CallManager Administration and change these passwords. Refer to Cisco Unified CallManager System Guide for the procedure for changing a password.
Accessing Cisco Unified CallManager Serviceability
To access Cisco Unified CallManager Administration or Cisco Unified CallManager Serviceability, you will need to use a web browser from a PC with network access to the Cisco Unified CallManager server.
Even though all Cisco Unified CallManager services are installed on each server in the cluster, you must manually activate the services that you want to run on each server in the cluster through Cisco Unified CallManager Serviceability. For service recommendations and more information, refer to Cisco Unified CallManager Serviceability Administration Guide and Cisco Unified CallManager Serviceability System Guide.
To activate services through Cisco Unified CallManager Serviceability, follow this procedure:
Procedure
Step 1
Step 2
http://ccm_server:8080/ccmadmin
where ccm_server specifies the IP address or hostname of the Cisco Unified CallManager server.
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Configuring the Database
After installing Cisco Unified CallManager, you use Cisco Unified CallManager Administration to begin configuring the database. The Cisco Unified 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 Unified CallManager Administration or Cisco Unified CallManager Serviceability:
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For more information about configuring the Cisco Unified CallManager database, refer to the Cisco Unified CallManager Administration Guide, the Cisco Unified CallManager System Guide, or online help in the Cisco Unified CallManager application.
Examining Log Files
If you encounter problems with the installation, you can obtain and examine the install log files by entering the following commands in Command Line Interface.
To obtain a list of install log files from the command line, enter
CLI>file list installTo view the log file from the command line, enter
CLI>file view install log_filewhere log_file is the log file name.
You can also view logs by using the Cisco Unified CallManager Real-Time Monitoring Tool (RTMT). For more information on using and installing the Cisco Unified CallManager RTMT, refer to the Cisco Unified CallManager Serviceability Administration Guide.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL:
http://www.cisco.com/univercd/home/home.htm
The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
Ordering Documentation
You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
If you do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Documentation Feedback
You can provide feedback about Cisco technical documentation on the Cisco Technical Support & Documentation site area by entering your comments in the feedback form available in every online document.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to do the following:
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A current list of security advisories, security notices, and security responses for Cisco products is available at this URL:
To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:
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An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.
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In an emergency, you can also reach PSIRT by telephone:
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Tip
Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive Cisco Product Alerts and Cisco Field Notices by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information.
To access the Product Alert Tool, you must be a registered Cisco.com user. (To register as a Cisco.com user, go to this URL: http://tools.cisco.com/RPF/register/register.do) Registered users can access the tool at this URL: http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note
Tip
If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5.
To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. On the Cisco.com home page, click the Advanced Search link under the Search box and then click the Technical Support & Documentation radio button.
To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web page.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411
Australia: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 2447For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—An existing network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
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http://www.cisco.com/offer/subscribe
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http://www.cisco.com/go/marketplace/
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http://www.cisco.com/en/US/products/index.html
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http://www.cisco.com/discuss/networking
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http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm
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http://www.cisco.com/en/US/learning/index.html
CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
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Copyright © 2006.Cisco Systems, Inc. All rights reserved.
