Table Of Contents

Remote Serviceability Overview

Remote Serviceability Tools and Programs

Remote Serviceability Options Checklist

Where to Find More Information

Remote Serviceability Overview

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Cisco Service Engineers (CSE) use the remote serviceability tools to supplement the management and administration of your Cisco Unified CallManager system. Using these tools, CSEs gather system and debug information when remote troubleshooting or diagnostic help is needed.

This chapter contains the following topics:

•Remote Serviceability Tools and Programs

•Remote Serviceability Options Checklist

•Where to Find More Information

Remote Serviceability Tools and Programs

With customer permission, technical support engineers log on to a Cisco Unified CallManager server and get a desktop or shell that allows them to perform any function that could be done from a local logon session.

Remote serviceability supports numerous applications in the multihost and multiplatform Cisco Unified Communications Solutions environment. The tools can process and report on a vast collection of local or remote Cisco Unified CallManager configuration data and system information.

Cisco Unified CallManager supports the following capabilities for remote serviceability:

•Cisco Secure Telnet—Allows CSEs to log on to customer remote site to troubleshoot a Cisco Unified CallManager system.

•Show Command Line Interface—Allows CSEs to display Cisco Unified CallManager system statistics on a customer network.

•SNMP—Enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth.

•Cisco Discovery Protocol Support—Enables discovery of Cisco Unified CallManager servers and management of those servers by CiscoWorks2000.

Remote Serviceability Options Checklist

Table 15-1 provides an overview of the options for remote serviceability.

Table 15-1 Remote Serviceability Configuration Checklist 

Option		Related Topics
Step 1	Remotely monitor and maintain Cisco Unified CallManager network servers using a transparent firewall program. Used by CSEs, Cisco Secure Telnet enables a Telnet client inside the Cisco firewall to connect to a Telnet daemon behind the customer firewall.	Chapter 16, "Cisco Secure Telnet" Cisco Secure Telnet Configuration, Cisco Unified CallManager Serviceability Administration Guide
Step 2	Display the contents of the Cisco Unified CallManager configuration database, configuration file, memory statistics, and/or Windows 2000 diagnostic information. Run Show from a Telnet session or a console on the Cisco Unified CallManager network.	"Show Command Line Interface" Show Command Line Interface, Cisco Unified CallManager Serviceability Administration Guide
Step 3	Access remote Cisco Unified CallManager networks using the Simple Network Management Protocol (SNMP).	Chapter 18, "Simple Network Management Protocol" Simple Network Management Protocol Configuration, Cisco Unified CallManager Serviceability Administration Guide
Step 4	Manage Cisco Unified CallManager networks remotely using CiscoWorks2000. Tools that work with CiscoWorks2000 include •System log •Path analysis •Cisco Discovery Protocol •SNMP	Chapter 18, "Simple Network Management Protocol" "CiscoWorks2000" "Path Analysis" Chapter 21, "System Log Management" "Cisco Discovery Protocol Support" Overview of CiscoWorks2000, Cisco Unified CallManager Serviceability Administration Guide Path Analysis Configuration, Cisco Unified CallManager Serviceability Administration Guide System Log Management Configuration, Cisco Unified CallManager Serviceability Administration Guide Cisco Discovery Protocol Support Configuration, Cisco Unified CallManager Serviceability Administration Guide Simple Network Management Protocol Configuration, Cisco Unified CallManager Serviceability Administration Guide

Where to Find More Information

Related Topics

•Chapter 16, "Cisco Secure Telnet"

•"Show Command Line Interface"

•Chapter 18, "Simple Network Management Protocol"

•"CiscoWorks2000"

•Chapter 25, "Overview of CiscoWorks2000," Cisco Unified CallManager Serviceability Administration Guide

•Chapter 29, "Cisco Secure Telnet Configuration," Cisco Unified CallManager Serviceability Administration Guide

•Chapter 30, "Show Command Line Interface," Cisco Unified CallManager Serviceability Administration Guide

•Chapter 31, "Simple Network Management Protocol Configuration," Cisco Unified CallManager Serviceability Administration Guide

Additional Cisco Documentation

•Troubleshooting Guide for Cisco Unified CallManager

•CiscoWorks2000 user documentation:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm