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Upgrading Cisco CallManager Release 3.0(11) from the Web

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Table Of Contents

Upgrading Cisco CallManager Release 3.0(11) from the Web

Contents

Before You Begin

Upgrading Cisco CallManager Release 3.0

Performing Post-Upgrade Tasks

Reverting to the Previous Configuration after an Upgrade Attempt

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Contacting TAC by Using the Cisco TAC Website

Contacting TAC by Telephone


Upgrading Cisco CallManager Release 3.0(11) from the Web


Cisco CallManager Release 3.0(11) Upgrade provides a full version of Cisco CallManager and an upgrade of previous releases of 3.0. If you are running a Cisco CallManager cluster, you must upgrade all the servers in the cluster. You must perform the upgrade on the publisher server first, the TFTP server second, if it does not act as the publisher, and then any other subscribers in the cluster. Make sure to upgrade only one server in the cluster at a time. This document assumes that all servers in your cluster are currently in an operational state. For information on recommended cluster configuration and redundancy groups, refer to the Cisco IP Telephony Network Design Guide. You can view this document by clicking the following URL:

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

Perform all the following steps to ensure a successful install. For a complete description of Cisco CallManager, refer to the Cisco CallManager Administration Guide, Release 3.0. You can view this document by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_0/admin_gd/admin_gd/index.htm

For a list of new features and enhancements in Cisco CallManager Release 3.0, refer to the version of Release Notes for Cisco CallManager Release 3.0 that matches your installation guide. You can view this document by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_0/rel_note

Unless otherwise specified in this document, all further references to the Cisco Media Convergence Server 7835 (MCS-7835) apply to the MCS-7835, which contains a 733-MHz processor, the MCS-7835-1000, which contains a 1-GHz processor, and the customer-provided DL380.

Contents

This document contains the following topics:

Before You Begin

Upgrading Cisco CallManager Release 3.0

Performing Post-Upgrade Tasks

Reverting to the Previous Configuration after an Upgrade Attempt

Obtaining Documentation

Before You Begin

Before you begin the upgrade, you should back up your Cisco CallManager data, and if applicable, preserve your hard drives. You should also purge any unused call detail records (CDRs) from the database to prevent timeout of the upgrade and to reduce upgrade time. Cisco recommends storing no more than 2.5 million CDRs in the database. For information on purging CDRs, refer to the Administrative Reporting Tool Guide for Cisco CallManager.

Cisco MCS Backup Utility provides a reliable and convenient way to perform regularly scheduled, automatic backups of Cisco CallManager data. Perform the following steps to back up Cisco CallManager data before the upgrade:


Note Cisco recommends obtaining a spare hard drive before completing the following procedure; however, a separate drive is not necessary to preserve the hard drive.


Procedure


Step 1 Perform a Cisco CallManager backup on the publisher server.

For instructions on backing up Cisco CallManager data, refer to the "Performing Backup and Restore Procedures" section in Installing Cisco CallManager Release 3.0(8) for Cisco Media Convergence Servers and Compaq servers; for IBM servers, refer to Installing Cisco CallManager Release 3.0(10) on the IBM Server. You can view this document by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_0/install/index.htm


Caution When using the Cisco MCS Backup and Restore Utility, be aware that the MCS.tar file has changed to MCS.sti.

Step 2 Save the MCS.sti file from the backup server to a tape drive or network directory.

Step 3 If you are backing up the MCS-7820, MCS-7822, or MCS-7825, begin the upgrade by completing the steps in the "Upgrading Cisco CallManager Release 3.0" section.

If you are backing up the MCS-7830 or MCS-7835, shut down the publisher server and continue to
Step 4.

Step 4 Remove the hard drive from Slot 1 and label the drive with the machine name, slot number, and current version of Cisco CallManager.

Step 5 Power on the system. The system will automatically prompt you to press F1 or F2.

Step 6 Press F2 to enable interim recovery mode.

Step 7 When prompted, press F1 to continue.

Step 8 If a spare hard drive is not available, go to Step 9. If a spare hard drive is available, perform the following steps:

a. Insert the spare hard drive in Slot 1 after Windows 2000 finishes booting.

b. Choose Start > Programs > Compaq Systems Tools > Compaq Array Configuration Utility.


Note If the Compaq Systems Tools folder is not present on the Programs menu, double-click the Compaq Driver Update Setup icon on the desktop to install it; then, complete Step 8.


c. In the Array Configuration Utility Warning window, click OK. Watch the status bar in the lower, right corner to determine when the drive-mirroring process completes.

Repeat Step 3 through Step 8 for each server in the cluster.

Step 9 Begin the upgrade by completing the steps in the "Upgrading Cisco CallManager Release 3.0" section.


Upgrading Cisco CallManager Release 3.0

This section describes how to upgrade your Cisco CallManager Release 3.0 to Release 3.0(11). You can only use this upgrade utility to upgrade Cisco CallManager Release 3.0. This procedure does not support releases prior to 3.0.The upgrade includes downloading Softpaq file 7835-BIOS-11-08-00.exe, Windows Service Pack 1, Windows 2000 Virtual Memory fix, and the Cisco CallManager 3.0(11) upgrade file.

If you are running a Cisco CallManager cluster, you must upgrade all the servers in the cluster. You must perform the upgrade on the publisher server first, the TFTP server second, if it does not act as the publisher, and then any other subscribers in the cluster. Make sure to upgrade only one server in the cluster at a time. If you have three servers with 900 devices and no call detailed records (CDRs), the upgrade process takes approximately 3 hours. The size of your database may increase the time it takes to complete the upgrade.


Note During the upgrade process, Cisco CallManager services automatically stop, so the software can be upgraded. The services then restart at the end of the process. Because of this brief interruption, call- processing services temporarily stop. You should notify your users that telephone service will be interrupted during this time. Close all programs before proceeding.


After you have finished the Cisco MCS backup, begin the upgrade by completing the following steps:

Procedure


Step 1 Obtain a formatted 1.44 MB diskette.


Note You must perform the upgrade on the publisher server first, the TFTP server second, if it does not act as the publisher, and then any other subscribers in the cluster. Make sure to upgrade only one server in the cluster at a time.



Note If you are upgrading the MCS-7835, you must upgrade the BIOS. Apply the 7835-BIOS-11-08-00.exe only to MCS-7835 servers. If you are upgrading on any other platform, skip to Step 9.


Step 2 Download the Softpaq file 7835-BIOS-11-08-00.exe from http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr to your hard drive. Make note of the location where you save the downloaded file.

Step 3 Double-click the downloaded file.

Step 4 When prompted, insert the formatted 1.44 MB diskette into a floppy drive.

Step 5 After the diskette is created, you may delete the downloaded file 7835-BIOS-11-08-00.exe.

Step 6 Leave the diskette in the drive. Shut down the server and then power it off. Wait 10 seconds and power the server on. The upgrade starts automatically.


Note Do not power off or restart during the BIOS update process. The README.TXT file located on the BIOS diskette that is created using the preceding steps provides further instructions.


Step 7 Follow the prompts on the screen.

Step 8 After the BIOS update completes, remove the 1.44 MB diskette and restart the server.


Note If you installed Service Pack 1 or the Windows 2000 Virtual Memory Fix on previous upgrades, skip to Step 19. The following standard installation for Service Pack 1 contains general enhancements and performance improvements for Windows 2000 Server. Apply Service Pack 1 to all Cisco MCS and customer-provided Compaq DL380 servers running Cisco CallManager 3.0(5a) or later.


Step 9 Download the file win-servicepack1.exe from http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr. Make note of the location where you save the file.

Step 10 Double-click the downloaded file.

Step 11 Wait while the files load to your server.

Step 12 Read and accept the license agreement.

Step 13 Choose Install.

Step 14 After the installation completes, restart your computer for the update to take effect.


Caution After installing Service Pack 1, make sure to install the Windows Virtual Memory fix.The following installation for the Windows 2000 Virtual Memory fix enhances the way virtual memory is allocated and de-allocated. This enhancement results in a lower baseline of `used' virtual memory. Apply the Windows 2000 Virtual Memory fix to all Cisco MCS and customer-provided Compaq DL380 servers running Cisco CallManager 3.0(5a) or later.

Step 15 Download the file win-virtual-memory-fix.exe from http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr. Make note of the location where you save the file.

Step 16 Double-click the downloaded file.

Step 17 Wait while the files load to your server.

Step 18 After the install completes, restart the server for the update to take effect.

Step 19 Log in to the server as the Administrator.


Caution You must log in using the username Administrator. If the Administrator username has been changed, change it back to Administrator.

Step 20 Download the Cisco CallManager 3.0(11) upgrade file from http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr to your hard drive. Make note of the location where you save the downloaded file.

Step 21 Double-click the downloaded file to begin the installation.

Step 22 If the Cisco Product Activation popup window appears, click Yes.

Step 23 Click Next in the Welcome to the Cisco CallManager Installation Wizard window.

Step 24 In the CallManager Components window, choose the services you want to activate; then, click Next. This window displays the default selections. You must choose the services that you want activated on this server.


Note The following information applies to the services in the CallManager Components window. The Cisco IP Voice Media Streamer contains the Media Termination Point (MTP) and conference bridge services. If you use Microsoft Internet Explorer 4.0 or earlier, you must upgrade to Microsoft Internet Explorer 5.0 to run the Cisco WebAttendant client. To add or remove services later, refer to the "Activating Cisco CallManager Services" section in Installing Cisco CallManager Release 3.0(8).



Note If you are installing TFTP only, choosing Cisco TFTP in the CallManager Components window automatically selects TFTP. TFTP support requires database installation.


Step 25 If you have CiscoWorks2000 installed on a server on your network, check the Configure CiscoWorks2000 Syslog Collector check box and enter the domain host name in the form "myserver.mydomain.com." Otherwise, make sure the check box is not checked. Click Next.


Caution The publisher database 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. If you are configuring a subscriber database server, make sure the server you are installing can connect to the publishing database server before the installation can continue. The installation process necessitates this connection because the subscriber server attempts to connect to the publisher server, so the publisher database can be copied from that server 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 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.

Step 26 Cisco CallManager autodetects whether you are upgrading the publisher database server or subscriber database server. If you are upgrading the publisher database server, Cisco CallManager automatically chooses I am upgrading/installing the CallManager Publisher. Click Next and go to Step 28.

Figure 1 demonstrates Cisco CallManager autodetection of the publisher.

Figure 1 Cisco CallManager Publisher Autodetection

If a publisher database already exists and you are configuring a subscriber database server, Cisco CallManager automatically chooses I am upgrading/installing the CallManager Subscriber. By default, the publisher database server associated with the subscriber displays in the hostname publisher field. You may choose another publisher by clicking Browse. After you choose the appropriate publisher, click Next and go to Step 27.

Step 27 If Cisco CallManager chose I am upgrading/installing the CallManager Subscriber, an authentication window opens and prompts you to enter usernames and passwords for a Windows 2000 user with administrative privileges and a SQL Server user with SQL Server administrative privileges on the publishing database server. Enter the account information in the appropriate fields as prompted and then click Next. The system connects to the publishing database server.

Step 28 You have completed the configuration of Cisco CallManager and the database server. Now that the Cisco CallManager and other included software are ready to be installed, click Next. This part of the installation takes about 30 minutes.

Step 29 If no update is required for the backup utility, a window displays prompting you to enter a new password for the local Administrator; enter the new password in the New Password field and then enter it in the Retype Password field. Click OK and then go to Step 40.


Caution Enter the same Administrator password for the publisher and all subscribers in the cluster, so Cisco CallManager database replication occurs.

Step 30 If an update of the backup utility is required, the Cisco MCS Backup Utility Setup loads automatically. You must specify whether this server will act as a backup target or the backup server during the backup and restore operation.

The backup server actually performs the backup operation. It stores the backup data in the directory or tape drive destination that you specify. If a server is configured as a backup server, it automatically gets added to the backup target list.

A backup target server contains data to be backed up. You can choose more than one target, but you can choose only one server.

Choose either Server or Target and then click OK.


Note Cisco strongly recommends that you use the Cisco  MCS Backup Utility to perform backups and that no third-party backup or other software is used. However, if you do not want to use the Cisco MCS Backup Utility, complete the installation as instructed and then stop the service called "stiBack for Cisco MCS." To stop the service, choose Start > Run, enter services.msc /s, choose the service in the main window, and click Stop Service.


Step 31 If you chose Target in the previous step, a message appears indicating that the setup is complete. You need to configure this server as a CallManager target on the backup server. Click OK and then go to Step 40.

If you chose Server in the previous step, continue with Step 32.

Step 32 In the Backup Utility Configuration window, add the name of any additional Cisco CallManager servers you want to back up by clicking Add, entering the server name, and then clicking OK. Click Delete to remove servers from the target list. If you want to add a remote server, you must install it and connect it to the network before you add it to the target list. A prompt asks you to enter a username and password with administrator access rights on the remote server; then, click Verify.


Note The Backup Utility attempts to connect to the remote server. If the remote server is not found, the authentication fails. The server name remains in the target list but may not be accessible.


Step 33 Click the Destination tab. Choose a destination location where the backup data will be stored. You must choose a destination for backups to be performed. No default destination setting exists.


Note If you choose a network directory as the backup destination, the directory must be shared in Windows 2000. To share a directory, log in on that server, right-click on the directory folder icon you want to share, click Sharing..., click Share this folder, and then click OK.


Step 34 Choose Network directory, Local directory, or Tape device to specify where backup files will be backed up. To enter a network or local directory, you can enter the path and directory name or choose it from a browse box by clicking Browse. For network directories, you must supply a username and password with administrator access rights on that server. In the tape device box, only tape drives configured in Windows NT or Windows 2000 appear. To add new devices, click Add device....


Note If you choose a network directory as the backup destination, the directory must be shared in Windows 2000. To share a directory, log in on that server, right-click on the directory folder icon you want to share, click Sharing..., click Share this folder, and then click OK.

You may click the Tape device radio button only if you have a MCS-7835 or IBM xSeries 340 server. Only the MCS-7835 and IBM xSeries 340 server have a tape drive available. You must click Network directory or Tape device to use the Cisco MCS Restore Utility on your server.


Step 35 Click the Schedule tab.

Step 36 Choose the days and times that you want the backup to run. The default is 2:00 am Tuesday through Saturday. You can also choose the length of the system log in days; then, click OK.


Caution Cisco CallManager backups should occur during off-peak hours because CPU utilization is high during the backup process.

Step 37 Click the Performance tab; then, perform the following procedure, depending on your server type:

a. If you chose a Windows 2000 server when you configured the backup destination, click the Low, Below Normal, or Normal radio button to prioritize when the backup service (stiBack.exe) will run during the next backup; then, go to Step 38.

b. If you chose a Windows NT 4.0 server when you configured the backup destination, click the Low or Normal radio button to prioritize when the backup service (stiBack.exe) will run during the next backup; then, go to Step 38.

If you do not click one of the performance radio buttons, the Normal radio button serves as the default priority for which the backup service (sti.Back.exe) runs on the Windows 2000 or Windows NT 4.0 server during the next backup.

Step 38 Click OK to save your settings and exit the Backup Utility Configuration. For instructions on backing up Cisco CallManager data, refer to the "Performing Backup and Restore Procedures" section in Installing Cisco CallManager Release 3.0(8) for Cisco Media Convergence Servers and Compaq servers; for IBM servers, refer to Installing Cisco CallManager Release 3.0(10) on the IBM Server.


Caution When using the Cisco MCS Backup and Restore Utility, be aware that the MCS.tar file has changed to MCS.sti.

Step 39 A prompt asks you to enter a new password for the local Administrator account. Enter the new password in the New Password field and then enter it in the Retype Password field. Click OK.


Caution When entering passwords for the local Administrator and SA (SQL Server system administrator) accounts, do not use the apostrophe. Enter the same Administrator password for the publisher and all subscribers in the cluster, so Cisco CallManager database replication occurs.

Step 40 A prompt asks you to enter a new password for the SA (SQL Server system administrator) account. Enter a new password of at least 5 characters in the New Password field and then enter it in the Retype Password field. Click OK.

Step 41 A message indicates that both passwords changed successfully. Click OK.

Step 42 If you are not a member of a workgroup, skip to Step 43.

If you are a member of a workgroup, you can choose to remain a workgroup member or to join an NT domain. If you want to join a domain, enter the NT domain name and the username and password of a user with administrator privileges on this server; then, click OK.

Step 43 When prompted, click Yes if you want to reboot the system.


Caution After you perform the upgrade and your Cisco CallManager is operational, you should back up your Cisco CallManager data. For instructions on backing up Cisco CallManager data, refer to the "Performing Backup and Restore Procedures" section in Installing Cisco CallManager Release 3.0(8) for Cisco Media Convergence Servers and Compaq servers; for IBM servers, refer to Installing Cisco CallManager Release 3.0(10) on the IBM Server.


Performing Post-Upgrade Tasks

To confirm that the upgrade completed successfully, verify that all the services listed in your Services window are running. Choose Start > Programs > Administrative Tools > Services and verify the following services:

Cisco CallManager

Cisco Database Layer Monitor

Cisco IP Voice Media Streaming App

Cisco Messaging Interface

Cisco SNMP Data Collector

Cisco TFTP

DC Directory Server

Depending on which services you have installed on your system, some services shown in the preceding list may not appear in your Services window.

Drive Mirroring for the MCS-7830 and MCS-7835

Once the services are verified, you must reinsert the hard drives that you removed prior to installation.


Note Perform the following procedure only if you did not use a spare hard drive during the backup of Cisco CallManager data. Ensure that the system functions properly before performing the following procedure. Run your Cisco CallManager system several days to verify that no problems exist.


To reinsert the hard drives, complete the following steps:

Procedure


Step 1 Start with the publisher server. Place the hard drive that was removed during the pre-installation steps back into Slot 1.

Step 2 Choose Start > Programs > Compaq Systems Tools > Compaq Array Configuration Utility.

Step 3 Click OK in the Array Configuration Utility Warning window. Watch the status bar in the lower, right corner to determine when the drive mirroring process is complete.

Repeat Step 1 through Step 3 for each server in the cluster.


Caution During the drive-mirroring process, call-processing services can be intermittent. You should notify your users that telephone service will be interrupted during this time.


Reverting to the Previous Configuration after an Upgrade Attempt

In the unlikely event of an upgrade failure, or if you prefer an earlier version of Cisco CallManager, perform the following steps to return the Cisco MCS server to the configuration in effect prior to the upgrade.

Procedure for Reconfiguring the MCS-7820, MCS-7822, and MCS-7825 After an Upgrade Attempt


Step 1 Reinstall the Operating System Installation and Recovery CD-ROM and Cisco CallManager CD-ROM supplied with your server.

For installation instructions, refer to Installing Cisco CallManager Release 3.0(8). You can view this document by clicking on the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_0/install/index.htm

Step 2 Perform the necessary upgrade(s) to match the most recent Cisco MCS backup.

Step 3 Revert the system to the pre-upgrade configuration by using the Cisco MCS Restore Utility. For more information on the Cisco MCS Restore Utility, refer to the "Performing Backup and Restore Procedures" section in Installing Cisco CallManager Release 3.0(8) for Cisco Media Convergence Servers and Compaq servers; for IBM servers, refer to Installing Cisco CallManager Release 3.0(10) on the IBM Server.


Caution When using the Cisco MCS Backup and Restore Utility, be aware that the MCS.tar file has changed to MCS.sti.


Procedure for Reconfiguring the MCS-7830 and MCS-7835 After an Upgrade Attempt


Step 1 Shut down the server.

Step 2 Remove the hard drive from Slot 0. Place the hard drive that was removed prior to the upgrade into Slot 1.

Step 3 Power on the system. You will be prompted to press F1 or F2.

Step 4 Press F2 to enable the interim recovery mode.

Step 5 When prompted to do so, press F1 to continue.

Repeat Step 1 through Step 5 for each server in the cluster.

Step 6 Verify that all services in your Services window are running properly. See the "Performing Post-Upgrade Tasks" section for information on how to verify services.

Step 7 Replace the hard drive in Slot 0 and allow the drive mirroring process to complete.


Obtaining Documentation

The following sections provide sources for obtaining documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following sites:

http://www.cisco.com

http://www-china.cisco.com

http://www-europe.cisco.com

Documentation CD-ROM

Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

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

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, in North America, by calling 800 553-NETS(6387).

Documentation Feedback

If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco.

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

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

To access Cisco.com, go to the following website:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

Contacting TAC by Using the Cisco TAC Website

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website:

http://www.cisco.com/tac

P3 and P4 level problems are defined as follows:

P3—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

P4—You need information or assistance on Cisco product capabilities, product installation, or basic product configuration.

In each of the above cases, use the Cisco TAC website to quickly find answers to your questions.

To register for Cisco.com, go to the following website:

http://www.cisco.com/register/

If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website:

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

Contacting TAC by Telephone

If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website:

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

P1 and P2 level problems are defined as follows:

P1—Your production network is down, causing a critical impact to business operations if service is not restored quickly. No workaround is available.

P2—Your production network is severely degraded, affecting significant aspects of your business operations. No workaround is available.