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Cisco Unified Communications Manager (CallManager)

Upgrading Cisco CallManager Release 3.2(1)

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Table Of Contents

Upgrading Cisco CallManager Release 3.2(1)

Contents

Frequently Asked Questions

Obtaining Device Default Load Information for Cisco CallManager Release 3.0

Backing Up Your Cisco CallManager System and Preserving Your Hard Drives

Reviewing the Compatibility Matrix

Ensuring Cisco Conference Connection Functionality After the Cisco CallManager Upgrade

Upgrading Cisco CallManager Release 3.2

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Installing SQL Service Pack 3

Upgrading Cisco CallManager via CD-ROM or the Web

Performing Post-Upgrade Tasks

Verifying Services, Patches, and Hotfixes

Viewing the Component Versions Installed on the Server

Drive Mirroring for the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server

Upgrading Cisco uOne After the Cisco CallManager Upgrade

Using the Message Waiting Indicator (MWI)

Upgrading the TAPI/TSP for Cisco SoftPhone

Upgrading the Cisco WebAttendant Client

Installing a New Cisco ATA 186 Analog Telephone Adapter

Updating an Existing Cisco ATA 186 Analog Telephone Adapter

Using the Cisco CallManager Music On Hold Download

Reverting to the Previous Configuration After an Upgrade Attempt

Reverting a 3.2 Cisco Device Load to a 3.0 Cisco Device Load

Reconfiguring the MCS-7820, MCS-7822, MCS-7825, or IBM xSeries 330 Server After an Upgrade Attempt

Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt

Reverting Upgraded Cisco IP Telephony Products After You Revert Cisco CallManager

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Upgrading Cisco CallManager Release 3.2(1)



Caution The Cisco CallManager Release 3.2 upgrade procedure significantly changed because call-processing signaling changed from Cisco CallManager Release 3.1 to Cisco CallManager Release 3.2. If you do not perform the procedure as instructed in this document, call processing can stop, causing calls to drop for 3 to 5 minutes. If you run Cisco CallManager Release 3.1, Cisco strongly recommends that you review Table 6 and Table 7 of the "Upgrading Cisco CallManager Release 3.2" section before you perform the upgrade.

You should notify your users that telephone service will be interrupted during the upgrade; to minimize call-processing interruptions, Cisco strongly recommends that you perform the upgrade during off-peak hours.


Caution To ensure continued functionality with interfacing Cisco IP telephony products after the Cisco CallManager upgrade, refer to the "Frequently Asked Questions" section, "Reviewing the Compatibility Matrix" section, and the "Performing Post-Upgrade Tasks" section. Affected products include Cisco Conference Connection, Cisco SoftPhone, Cisco uOne, Cisco 186 Analog Telephony Adapter, and Cisco WebAttendant.

If you integrated Cisco Personal Assistant with Cisco CallManager, be aware that the versions of Cisco Personal Assistant available on the web are not compatible with Cisco CallManager Release 3.2(1). To achieve compatibility, you must wait until Cisco Personal Assistant 1.3(1) releases before you upgrade to Cisco CallManager Release 3.2.

If you run Cisco Response Applications (CRA) or Cisco IP Contact Center with Cisco CallManager, be aware that the versions of CRA and Cisco IP Contact Center on the web are not compatible with Cisco CallManager Release 3.2(1). To achieve compatibility, you must wait until patches for JTAPI and DC Directory become available. When the patches become available, you can locate the JTAPI patch where Cisco CallManager patches normally reside on the web; you can locate the DC Directory patch where CRA patches normally reside on the web.

For third-party Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) applications, Cisco recommends that partners do not upgrade to Cisco CallManager 3.2 until testing has been completed on these Application Program Interfaces (APIs).

Cisco supports upgrading to Cisco CallManager Release 3.2, a full version of Cisco CallManager, from Cisco CallManager Releases 3.0(12), 3.1(2c), or 3.1(3a) only.

If your server runs Cisco CallManager Release 2.4, you must upgrade to the latest version of Cisco CallManager Release 3.0 before you can upgrade to a version of Cisco CallManager Release 3.2.

For information on recommended cluster configuration and redundancy groups, refer to the latest version of the Cisco IP Telephony Network Design Guide by clicking the following URL:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides_list.html

Use this upgrade document in conjunction with the latest versions of the Cisco CallManager Administration Guide, the Cisco CallManager System Guide, the Cisco CallManager Serviceability Administration Guide, the Cisco CallManager Serviceability System Guide, Backing Up and Restoring Cisco CallManager Release 3.2, online help in the Cisco CallManager application, and the Cisco Documentation CD-ROM. You can navigate to the appropriate Cisco CallManager documentation by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_2/index.htm

For a list of new features, compatibility caveats, and enhancements in Cisco CallManager Release 3.2, refer to the version of Release Notes for Cisco CallManager Release 3.2 that matches your upgrade document. You can view this document by clicking the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_2/rel_note/index.htm

Contents

This document contains the following topics:

Pre-Upgrade Tasks

Frequently Asked Questions

Obtaining Device Default Load Information for Cisco CallManager Release 3.0

Backing Up Your Cisco CallManager System and Preserving Your Hard Drives

Reviewing the Compatibility Matrix

Ensuring Cisco Conference Connection Functionality After the Cisco CallManager Upgrade

Upgrade Tasks

Upgrading Cisco CallManager Release 3.2

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Installing SQL Service Pack 3

Upgrading Cisco CallManager via CD-ROM or the Web

Post-Upgrade Tasks

Performing Post-Upgrade Tasks

Verifying Services, Patches, and Hotfixes

Viewing the Component Versions Installed on the Server

Drive Mirroring for the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server

Upgrading Cisco uOne After the Cisco CallManager Upgrade

Using the Message Waiting Indicator (MWI)

Upgrading the TAPI/TSP for Cisco SoftPhone

Upgrading the Cisco WebAttendant Client

Installing a New Cisco ATA 186 Analog Telephone Adapter

Updating an Existing Cisco ATA 186 Analog Telephone Adapter

Using the Cisco CallManager Music On Hold Download

Reversion Tasks

Reverting to the Previous Configuration After an Upgrade Attempt

Reverting a 3.2 Cisco Device Load to a 3.0 Cisco Device Load

Reconfiguring the MCS-7820, MCS-7822, MCS-7825, or IBM xSeries 330 Server After an Upgrade Attempt

Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt

Reverting Upgraded Cisco IP Telephony Products After You Revert Cisco CallManager

Documentation Resources and Technical Assistance

Obtaining Documentation

Obtaining Technical Assistance

Frequently Asked Questions

Review the following frequently asked questions before you upgrade.

Q. How long does it take to upgrade a cluster?

A. Many factors affect how long it takes to upgrade a cluster. 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 Cisco CallManager or CDR database may increase the time that it takes to complete the upgrade process.

Before you upgrade, consider the time it takes to perform pre-upgrade and post-upgrade tasks.

Q. Which server in the cluster do I upgrade first?

A. 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 database server first, servers running Cisco-CallManager related applications second, if applicable, primary server(s) running the Cisco CallManager service next, and then secondary servers.


Caution The upgrade procedure significantly changed with Cisco CallManager Release 3.2. If you do not perform the procedure as instructed in this document, call processing can stop, causing calls to drop for 3 to 5 minutes. Cisco strongly recommends that you review Table 6 and Table 7 of the "Upgrading Cisco CallManager Release 3.2" section before you perform the upgrade.


Note This document assumes that all servers in your cluster are currently in an operational state.


Q. How does the upgrade work?

A. Using this document, you can upgrade via CD-ROM or the web. To upgrade via CD-ROM, locate the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) and the appropriate version of the Cisco CallManager 3.2 Installation and Recovery CD-ROM. When you upgrade the operating system via the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) or the web, the upgrade accomplishes the following tasks, as described in Table 1:

Table 1 Tasks Performed During Operating System Upgrade 

Tasks
Notes

Installs Windows 2000 Service Pack 2

Windows 2000 Service Pack 2 detects the previous installation, changes the system to 128-bit encryption, and includes hotfixes for virtual memory management. It will not install if it detects a previous installation of Windows 2000 Service Pack 2.

Installs Microsoft Internet Explorer 5.5 Service Pack 2

It will not install if it detects a previous installation.

Installs Windows 2000 hotfixes

The following hotfixes install when the operating system upgrades: MS00-079, MS01-007, MS01-013, MS01-022, MS01-031, MS01-033, MS01-040, MS01-041, MS01-044, MS01-052, MS01-056, MS01-058.

Changes Microsoft Internet Explorer settings to check for new versions of web pages

This action occurs automatically with each upgrade.

Deletes unnecessary Internet Information Server (IIS) directories

This action occurs automatically with each upgrade.

Deletes unnecessary IIS virtual directories

This action occurs automatically with each upgrade.

Installs IIS Security Update

IIS Security Update reinstalls automatically with each upgrade.

Installs IIS Security Update 2

IIS Security Update 2 addresses MSO1-033 and reinstalls automatically with each upgrade.

Changes Simple Network Management Protocol (SNMP) service to Automatic

This action occurs automatically with each upgrade.

Changes Event Viewer maximum size settings to 10240K and "overwrite as needed"

This action occurs automatically with each upgrade.

Changes Print Spooler service to Automatic

This action occurs automatically with each upgrade.

Updates Telnet registry settings and sets the service to Automatic

This action occurs automatically with each upgrade.

Updates Terminal Services to Automatic and sets the idle session timeout to 30 minutes

This action occurs automatically with each upgrade.

Changes DHCP Server service to Disabled

This action occurs automatically with each upgrade.

Sets Remote Access Server (RAS) to Disabled

This action occurs automatically with each upgrade.

Installs Microsoft Paint

This action occurs automatically with each upgrade.

Installs Hyper Terminal

With each upgrade, Cisco CallManager saves the current configuration, if applicable.

Installs Network Monitor

With each upgrade, Cisco CallManager saves the current configuration, if applicable.

Installs Domain Name System (DNS)

This action occurs if DNS is not already installed.

Removes Windows NetMeeting files and services

This action occurs automatically with each upgrade.

Changes priority to background services

This action occurs automatically with each upgrade.

Installs new Compaq drivers on Compaq servers

This action occurs automatically with each upgrade.

Removes Compaq web agent and survey utility from Compaq servers

This action occurs automatically with each upgrade.

Removes shortcuts on the desktop to the Compaq Management Agents Setup and Compaq Drivers Setup

This action occurs automatically with each upgrade.

Adds Compaq Array Configuration Utility shortcuts to the Start menu on Compaq-supported servers

This action occurs automatically with each upgrade.


After you upgrade the operating system, you upgrade Cisco CallManager. Table 2 describes the components that you activate when you check the options from the CallManager Components window.

Table 2 Options in the CallManager Components Window 

Check Box
Component Activated

Cisco CallManager Components

The Cisco TFTP Server, database, and Cisco CallManager service automatically install. When you install the Cisco CallManager service, you automatically install the following services/features/applications:

Cisco CallManager Serviceability Application

Cisco Telephony Call Dispatcher

Cisco CTI Manager

Cisco RIS Data Collector

Logout Service (associated with Cisco CallManager Extended Services)

Cisco CallManager Web Components

You install Cisco CallManager Administration and the database. This web-based graphical user interface (GUI) allows you to perform tasks such as adding users or installing and configuring plugins associated with Cisco CallManager.

If you want a standalone database server only (does not have Cisco CallManager installed), check only the Cisco CallManager Web Components check box. With this option, only Cisco CallManager Web Components and the database install on the server.

If you choose not to install Cisco CallManager Web Components at this time, be aware that you will have to reinstall Cisco CallManager if you want Cisco CallManager Administration on the server.

Optional Components

You install the database, Cisco Messaging Interface, and the Cisco IP Voice Media Streamer, which contains the Media Termination Point (MTP), music on hold (MOH), and conference bridge services.


Cisco CallManager places services in a stopped state until the upgrade completes. After the upgrade completes, the services activate and start after the server reboots. For information on starting and stopping services, refer to the Cisco CallManager Serviceability Administration Guide or to online help in the Cisco CallManager application.

Q. What important information should I know before I upgrade?

A. This document describes how to upgrade from Cisco CallManager Release 3.0(12), 3.1(2c), or 3.1(3a) to Cisco CallManager Release 3.2(1). This procedure does not support releases prior to Cisco CallManager Release 3.0.


Caution The upgrade procedure significantly changed with Cisco CallManager Release 3.2. If you do not perform the procedure as instructed in this document, call processing can stop, causing calls to drop for 3 to 5 minutes. If you run Cisco CallManager Release 3.1, Cisco strongly recommends that you review Table 6 and Table 7 before you perform the upgrade and use the table that most closely resembles your cluster during the upgrade procedure.

Table 6 and Table 7 address CSCdw10287. CSCdw10287 states that CPU usage on subscribers running the Cisco CallManager 3.1 service reaches 100 percent when you run Cisco CallManager Release 3.1 and Cisco CallManager Release 3.2 in the cluster at the same time. This event occurs because call-processing signaling changed from Cisco CallManager Release 3.1 to Cisco CallManager Release 3.2. Performing the additional steps correctly from Table 6 or Table 7 ensures that you experience minimal call-processing interruptions.

You should notify your users that telephone service will be interrupted during the upgrade; to minimize call-processing interruptions, Cisco strongly recommends that you perform the upgrade during off-peak hours.


Caution Be aware that installing or using Netscape Navigator on the Cisco CallManager server can cause severe performance problems. Cisco strongly recommends against installing Netscape Navigator or any other application software on the Cisco CallManager server.

Cisco strongly recommends that you do not run a web browser on the Cisco CallManager server (the server running the Cisco CallManager service). Running a web browser on the server causes CPU usage to surge.

Be aware that Cisco does not support third-party software that is installed on any Cisco Media Convergence Server (MCS) or customer-provided server meeting approved Cisco configuration standards.

Close all programs before starting the upgrade.

If you have CDR Analysis and Reporting (CAR), formerly known as the Administrative Reporting Tool (ART), running on your system before the upgrade, the upgrade process automatically upgrades CAR. For more information about CAR, refer to the Cisco CallManager Serviceability Administration Guide.

If you changed the default value of a service parameter while running Cisco CallManager, the default value does not change during the Cisco CallManager 3.2 upgrade process. If you never changed the default value while running a previous version of Cisco CallManager, Cisco CallManager updates the parameter value during the Cisco CallManager 3.2 upgrade to match the suggested value seen in Cisco CallManager Administration.

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, and the customer-provided DL380. All further references to the MCS-7825 apply to the MCS-7825, which contains a 800-MHz processor, and the MCS-7825-1133, which contains a 1.2-GHz processor.

Q. What tasks should I perform before I upgrade the cluster?

A. Before you begin the upgrade, complete the following tasks seen in Table 3:

Table 3 Pre-Upgrade Tasks 

Pre-Upgrade Task
Related Information and Procedures

If you have not previously upgraded your Cisco CallManager 3.0 system to a 3.1 or 3.2 release, write down the default load information for all devices associated with your current Cisco CallManager 3.0 system.

See the "Obtaining Device Default Load Information for Cisco CallManager Release 3.0" section.

See the "Reverting a 3.2 Cisco Device Load to a 3.0 Cisco Device Load" section.

Purge any unused call detail records (CDRs) to prevent timeout of the upgrade and to reduce upgrade time. Cisco recommends storing no more than1.5 million CDRs in the database.

Refer to the Cisco CallManager Serviceability Administration Guide.

Back up your Cisco CallManager data, and, if applicable, preserve the hard drives.

See the "Backing Up Your Cisco CallManager System and Preserving Your Hard Drives" section.

Some versions of Cisco IP telephony products are not compatible with Cisco CallManager. To ensure that you maintain compatibility with other Cisco products after the Cisco CallManager upgrade, review Table 5.

See the "Reviewing the Compatibility Matrix" section.

Refer to the version of Release Notes for Cisco CallManager 3.2 that matches this upgrade document.

Refer to the documentation distributed with the Cisco IP telephony products.

If you use DC Directory and run Cisco Conference Connection 1.1(2) with Cisco CallManager, you must perform a workaround, so DC Directory functions properly after the upgrade.

See the "Ensuring Cisco Conference Connection Functionality After the Cisco CallManager Upgrade" section.

Set all Cisco-approved McAfee antivirus services to Disabled through the Control Panel. You can enable all antivirus services after you complete the upgrade.

To disable and enable the services, see the following sections:

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Upgrading Cisco CallManager via CD-ROM or the Web.

If you have Cisco IDS Host Sensor installed on the server, you must set the IDS Agent to On Warning mode instead of Protecting mode. You can change the mode after you complete the upgrade.

For information on how to perform these tasks, click the following URL:

http://www.cisco.com/warp/public/788/AVVID/ids_host_sensor_cm.html


Obtaining Device Default Load Information for Cisco CallManager Release 3.0


Caution Device loads in Cisco CallManager Release 3.0 exist in .cnf format whereas device loads in Cisco CallManager Release 3.1 and 3.2 exist in .xml format. If you choose to revert to Cisco CallManager Release 3.0, the devices will not boot properly unless they are running the 3.0 loads prior to the Cisco CallManager reversion. To revert your system, you must have the device default load information for Cisco CallManager Release 3.0.

To obtain the device default load information for your Cisco CallManager Release 3.0 system, perform the following procedure:

Procedure


Step 1 On the publisher database server, choose Start > Programs > Cisco CallManager 3.0 > Cisco CallManager 3.0 Administration and log in with administrator privileges.

Step 2 From the CallManager Administration window, choose System > Device Defaults.

Step 3 While viewing the Device Defaults Configuration window, write the load information for the devices currently associated with your Cisco CallManager 3.0 system in Table 4, which already includes the first four digits of the eight-digit load. This information reflects the device default load information associated with the Cisco CallManager 3.0 version currently running on your system.

Step 4 File this information, so it is easily accessible in the future.


Note To revert from Cisco CallManager Release 3.2 to a previous Cisco CallManager 3.0 release, you must retain the device default load information associated with the Cisco CallManager 3.0 version running on your system. See the "Reverting to the Previous Configuration After an Upgrade Attempt" section for more information.



Use Table 4 in conjunction with the "Obtaining Device Default Load Information for Cisco CallManager Release 3.0" section. Fill in the device default load information for Cisco CallManager Release 3.0. The first four digits of an eight-digit load already appear in the table. Make sure to file this information after you complete the table.

Table 4 Device Default Load Information 

Device Type
Load Information

IP Phones 7960/7940

P003

IP Phone 7910

P004

IP Phones 12 S/SP/12 SP+/30 VIP

P002

IP Phone 30 SP+

P001

IP Phone 7935

P005

Analog Access

A001

Analog Access WS-X6624

A002

Digital Access+

D003

Digital Access WS-X6608

D004

Conference Bridge WS-X6608

C001

Media Termination Point WS-X6608

M001

14-Button Line Expansion Module

S001


Backing Up Your Cisco CallManager System and Preserving Your Hard Drives

After you write down the device default load information, you perform the backup. Cisco CallManager comes with the Cisco IP Telephony Applications Backup Utility. This utility provides a reliable and convenient way to perform regularly scheduled, automatic backups of Cisco CallManager data.


Note Cisco recommends obtaining a spare hard drive before completing the following procedure; however, you do not have to use a separate drive to preserve the hard drive.


Perform the following steps to back up Cisco CallManager data and preserve the hard drives:

Procedure


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

For instructions on backing up Cisco CallManager data, refer to latest version of Backing Up and Restoring Cisco CallManager Release 3.2 or the Cisco CallManager installation guide that matches your Cisco CallManager installation CD-ROM.

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, MCS-7825, or customer-provided IBM xSeries 330 server, begin the upgrade by completing the steps in the "Upgrading Cisco CallManager Release 3.2" section.

If you are backing up the MCS-7830, MCS-7835, or customer-provided IBM xSeries 340 or 342 server, power off the publisher database 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. If you have the MCS-7830 or MCS-7835, the system automatically prompts you to press F1 or F2. If you have the customer-provided IBM xSeries 340 or 342 server, the system automatically prompts you to press F2, F4, F5, or F10.

Step 6 To enable interim recovery mode on the MCS-7830 or MCS-7835, press F2 and go to Step 7; to enable interim recovery mode on the customer-provided IBM xSeries 340 or 342 server, press F5 and go to Step 8.

Step 7 This step applies only for the MCS-7830 or MCS-7835. When prompted, press F1 to continue.

Step 8 If a spare hard drive is not available, go to Step 10. If a spare hard drive is available, perform the following steps:

a. After Windows 2000 finishes booting, insert the spare hard drive in Slot 1.

b. For the MCS-7830 or MCS-7835, choose Start > Programs > Compaq Systems Tools > Compaq Array Configuration Utility. When the Array Configuration Utility Warning window opens, click OK.


Note If you cannot find the Compaq Array Configuration Utility, go to the Control Panel by choosing Start > Settings > Control Panel.


For the customer-provided IBM xSeries 340 or 342 server, choose Start > Programs > ServeRaid Manager> ServeRaid Manager.

c. Watch the status bar in the lower, right corner to determine when the drive-mirroring process completes.

Step 9 Repeat Step 3 through Step 8 for each server in the cluster.

Step 10 Begin the upgrade by completing the steps in the "Upgrading Cisco CallManager Release 3.2" section.


Reviewing the Compatibility Matrix

Before you upgrade, review the Cisco IP telephony product-specific release notes to make sure that no known defects exist that prevent the component or application from working with Cisco CallManager.

Review Table 5 to determine if the component/application works with Cisco CallManager Release 3.2(1). Use the following list as a key:

N = Failed test

Y = Passed test

NT = Not tested

NA = Not applicable for this release


Note Be aware that the release of Cisco IP telephony products does not always coincide with Cisco CallManager releases. If a product proves to be incompatible with Cisco CallManager, you need to wait until a compatible version of the product becomes available before you upgrade to Cisco CallManager Release 3.2(1). For the most current compatibility combinations and defects, refer to the documentation distributed with the Cisco IP telephony products.


Table 5 Compatible Versions for Cisco CallManager Release 3.2(1)  

Component/Application
Version
Compatibility Testing and Notes

Cisco CallManager Extended Services (including Cisco IP AutoAttendant and Cisco Extension Mobility)

2.0.1

N

 

2.1.1a

N

 

2.1.2

N

 

2.2(2)

Y

 

2.2(3a)

Y

Cisco Customer Response Applications (including Cisco IP IVR, IPICD, AutoAttendant, and Cisco Extension Mobility)

2.0.1

N

 

2.1.1a

N

 

2.1.2

N

 

2.2(2)

N

 

2.2(3a)

N

To achieve compatibility, you must wait until patches for JTAPI and DC Directory become available. When the patches become available, you can locate the JTAPI patch where Cisco CallManager patches normally reside on the web; you can locate the DC Directory patch where CRA patches normally reside on the web.

Cisco Conference Connection

1.1(1)

N

 

1.1(2)

Y

Caveats exist for this version; see the "Ensuring Cisco Conference Connection Functionality After the Cisco CallManager Upgrade" section for more information.

Cisco IP SoftPhone

1.1(1)

N

 

1.2(1)

N

 

1.2(2)

Y

Caveats exist for this version; see the "Upgrading the TAPI/TSP for Cisco SoftPhone" section for more information.

 

1.2(3)

Y

Cisco Personal Assistant

1.1.1a

N

 

1.2(1)

N

 

1.2(3)

N

 

1.3(1)

Y

Be aware that the version of Cisco Personal Assistant currently available on the web is not compatible with Cisco CallManager Release 3.2(1). To achieve compatibility, you must wait until Cisco Personal Assistant 1.3(1) releases before you upgrade to Cisco CallManager Release 3.2(1).

Cisco IP Phone Productivity Services

1.1(1)

N

 

1.2(3)

NT

Cisco Unity

2.4.6.135

NT

 

2.4.6.161

NT

 

3.0(1)

NT

 

3.0(2)

NT

 

3.0(3)

Y

 

3.0(4)

Y

 

3.1(1)

Y

 

3.1(2) and 3.1(2b)

Y

Cisco Unity TSP

1.0.0.27

N

 

1.0.0.28

N

 

1.0.0.39

N

 

3.0(0.7)

NT

 

3.0(1)

NT

 

3.0(2)

NT

 

3.0(3)

N

 

3.0(4)

N

 

3.1(1)

Y

 

3.1(2)

Y

 

6.0(1)

Y

Cisco IPCC/ICM

4.6.1

N

Cisco Administrative Reporting Tool (ART)

1.1(1)

Y

Cisco Bulk Administration Tool (BAT)

4.2(1)

Y

Cisco DPA 7610

1.2(1)

Y

Cisco DPA 7630

1.2(1)

Y

Cisco VG 248

1.0(2)

Y

 

1.1(1)

Y

Cisco ATA 186

ata186-v2-12-ms-020124a.zup

Y

Caveats exist with this version; see the "Installing a New Cisco ATA 186 Analog Telephone Adapter" section and the "Updating an Existing Cisco ATA 186 Analog Telephone Adapter" section for more information.


For an extensive list of Cisco products that are compatible with Cisco CallManager, refer to the version of the Release Notes for Cisco CallManager 3.2 that matches this upgrade document.

Ensuring Cisco Conference Connection Functionality After the Cisco CallManager Upgrade

This section applies if you use DC Directory and Cisco Conference Connection 1.1(2) with a version of Cisco CallManager 3.1. To ensure that DC Directory performs properly after the Cisco CallManager upgrade, you must perform the following procedure before the upgrade:

Procedure


Step 1 On the server where the DC Directory is installed (usually the publisher database server), browse to the following folder:

C:\dcdsrvr\lib

Step 2 Locate the file, ConvEmail.dll.

This file takes the users from DC Directory and places them in a local database for Cisco Conference Connection to use.

Step 3 Rename the file to ConvEmail_old.dll.

After you rename the file, any changes or additions that you make in DC Directory do not display in the Cisco Conference Connection directory.


Upgrading Cisco CallManager Release 3.2

This section describes how to upgrade from Cisco CallManager Release 3.0(12), 3.1(2c), or 3.1(3a) to Cisco CallManager Release 3.2(1). This procedure does not support releases prior to Cisco CallManager Release 3.0.


Caution The upgrade procedure significantly changed with Cisco CallManager Release 3.2. If you do not perform the procedure as instructed in this document, call processing can stop, causing calls to drop for 3 to 5 minutes. If you run Cisco CallManager Release 3.1, Cisco strongly recommends that you review Table 6 and Table 7 before you perform the upgrade and use the table that most closely resembles your cluster during the upgrade procedure.

Table 6 and Table 7 address CSCdw10287. CSCdw10287 states that CPU usage on subscribers running the Cisco CallManager 3.1 service reaches 100 percent when you run Cisco CallManager Release 3.1 and Cisco CallManager Release 3.2 in the cluster at the same time. This event occurs because call-processing signaling changed from Cisco CallManager Release 3.1 to Cisco CallManager Release 3.2. Performing the additional steps correctly from Table 6 or Table 7 ensures that you experience minimal call-processing interruptions.

You should notify your users that telephone service will be interrupted during the upgrade, and to minimize call-processing interruptions, Cisco strongly recommends that you perform the upgrade during off-peak hours.

Table 6, which describes upgrade procedures for two servers in a cluster when the Cisco CallManager 3.1 service runs on the publisher database server, provides additional steps that you must perform to ensure that the upgrade minimally impacts call processing.

Table 6 The Cisco CallManager Service Runs on the Publisher Database Server 

 
Additional Considerations

Step 1 

Upgrade the publisher database server. See the "Upgrading Cisco CallManager Release 3.2" section for the upgrade procedure.

The Cisco CallManager service automatically stops, and the devices homed to the publisher fail over to the subscriber.


Caution Do not reboot the server after you complete the upgrade.

Step 2 

Review Step 2 and Step 3 of this procedure before you perform the steps.


Caution If you do not perform Step 2 and Step 3 correctly, CPU usage on the server running the Cisco CallManager 3.1 service reaches 100 percent and interrupts call processing.

Stop the Cisco CallManager service running on the subscriber. To stop the Cisco CallManager service, perform the following tasks:

Choose Start > Programs > Cisco CallManager > CallManager Administration and log in with administrative privileges.

From the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability.

The Cisco CallManager Serviceability window displays.

Choose Tools > Control Center; choose the server from the list on the left, and stop the Cisco CallManager service.

When you stop the Cisco CallManager service, call-processing interruptions occur.

Step 3 

Reboot the publisher database server as soon as you can do so.

Devices receive the new 3.2 default device loads.

Step 4 

Upgrade the subscriber. You can reboot the server at the end of the upgrade.


Table 7, which describes upgrade procedures for a multiserver cluster when the Cisco CallManager 3.1 service does not run on the publisher database server, provides additional steps you must perform to ensure that the upgrade minimally impacts call processing.

Table 7 The Cisco CallManager Service Does Not Run on the Publisher Database Server 

 
Additional Considerations

Step 1 

Upgrade the publisher database server. See the "Upgrading Cisco CallManager Release 3.2" section for the upgrade procedure. Reboot the server at the end of the upgrade.

Step 2 

Upgrade servers that have only Cisco CallManager-related applications (Music on Hold, Cisco IP Media Streaming Application, TFTP, etc.) running on them. Reboot the server(s) at the end of the upgrade.

Make sure that the Cisco CallManager service does not run on these servers.

Step 3 

Upgrade the primary subscriber(s) that have the Cisco CallManager service running on them.


Caution Do not reboot the server(s) after you complete the upgrade.

The Cisco CallManager service automatically stops, and the devices homed to the primary subscriber(s) fail over to the secondary subscriber(s).

Step 4 


Caution If you do not perform Step 4 and Step 5 correctly, CPU usage on servers running the Cisco CallManager 3.1 service reaches 100 percent and interrupts call processing.

Stop the Cisco CallManager service running on the secondary subscriber(s); i.e, those that you have not upgraded. To stop the Cisco CallManager service, perform the following tasks:

Choose Start > Programs > Cisco CallManager > CallManager Administration and log in with administrative privileges.

From the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability.

The Cisco CallManager Serviceability window displays.

Choose Tools > Control Center; choose the server from the list on the left, and stop the Cisco CallManager service.

When you stop the Cisco CallManager service, call-processing interruptions occur.

Step 5 

Reboot the primary subscriber(s) as soon as you can do so.

Devices receive the new 3.2 default device loads.

Step 6 

Upgrade the secondary subscriber(s) in the cluster. You can reboot at the end of the upgrade.


After you finish the Cisco IP Telephony Applications backup, you choose to upgrade via the web or CD-ROM. The following sections apply to the upgrade:

Upgrading the BIOS and Operating System via CD-ROM

Upgrading the BIOS and Operating System via the Web

Installing SQL Service Pack 3

Upgrading Cisco CallManager via CD-ROM or the Web

Performing Post-Upgrade Tasks

Upgrading the BIOS and Operating System via CD-ROM


Caution 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 database server first, servers running Cisco CallManager related applications second, if applicable, primary server(s) running the Cisco CallManager service next, and then secondary servers. See Table 6 and Table 7 for more information.

Using the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2), upgrade the BIOS and the operating system by completing the following steps:

Procedure


Step 1 For BIOS upgrades on the IBM xSeries servers, contact the hardware manufacturer directly; go to
Step 7 to upgrade the operating system.

Step 2 To upgrade the BIOS on the Cisco Media Convergence Server, you need to insert the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) into the CD-ROM drive as soon as you can do so. This means that you must power up the server and then insert CD #2 early in the startup process.

Step 3 When the BIOS upgrade completes, remove CD #2 and press any key to continue. The system automatically reboots.

Step 4 Log in to the server and enter the password for the Administrator account; then, click OK.


Caution Cisco strongly recommends that you set all Cisco-approved McAfee antivirus services to Disabled and all Cisco-approved intrusion detection software to On Warning mode before you complete the operating system upgrade.

Step 5 Disable all Cisco-approved McAfee antivirus services through the Control Panel by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e, Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Disabled.

e. Click OK.

f. In the Services window, right-click the antivirus service and click Stop.

g. Perform Step 5 for all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager.

Step 6 If you have Cisco IDS Host Sensor installed on the server, you must set the IDS Agent to On Warning mode instead of Protecting mode. For information on how to perform this task, click the following URL: http://www.cisco.com/warp/public/788/AVVID/ids_host_sensor_cm.html

Step 7 To upgrade the operating system, insert the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2) into the CD-ROM drive. The operating system upgrade begins.

Step 8 When the Operating Systems Upgrade window opens, click OK. This upgrade process takes about 6 to 15 minutes to complete, depending on your server type.

Step 9 After the process completes, CD #2 automatically pops out of the CD-ROM drive; then, the system automatically reboots.

Step 10 Log in to the server and enter the password for the Administrator account; then, click OK.

To continue the upgrade, see the "Upgrading Cisco CallManager via CD-ROM or the Web" section.


Upgrading the BIOS and Operating System via the Web

Before you upgrade the BIOS and operating system on your Cisco CallManager server, click http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm to review the latest Cisco-supported BIOS and operating system files available for web download.


Caution 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 database server first, servers running Cisco CallManager related applications second, if applicable, primary server(s) running the Cisco CallManager service next, and then secondary servers. See Table 6 and Table 7 for more information.


Caution Cisco strongly recommends that you set all Cisco-approved McAfee antivirus services to Disabled and all Cisco-approved intrusion detection software to On Warning mode before you complete the operating system upgrade.

Via the web, upgrade the BIOS and the operating system by completing the following steps:

Procedure


Step 1 Disable all Cisco-approved McAfee antivirus services through the Control Panel by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Disabled.

e. Click OK.

f. In the Services window, right-click the antivirus service and click Stop.

g. Perform Step 1 for all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager.

Step 2 If you have Cisco IDS Host Sensor installed on the server, you must set the IDS Agent to On Warning mode instead of Protecting mode. For information on how to perform this task, click the following URL: http://www.cisco.com/warp/public/788/AVVID/ids_host_sensor_cm.html

Step 3 For BIOS upgrades on the IBM xSeries servers, contact the hardware manufacturer directly; go to
Step 5 to upgrade the operating system.

Step 4 To upgrade the BIOS on the MCS-7835 or MCS-7825, obtain a formatted 1.44 diskette and perform the following procedure:

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

b. Choose Cisco CallManager Version 3.2 > Download CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.

c. To upgrade the BIOS on the MCS-7835, download the appropriate 7835-BIOS file to your hard drive, as specified in the Cisco IP Telephony BIOS and Operating System Roadmap. To upgrade the BIOS on the MCS-7825, download the appropriate 7825-BIOS file to your hard drive, as specified in the roadmap document. Click the following URL to review the roadmap document:

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

d. Note the location where you save the downloaded file.

e. Double-click the downloaded file.

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

g. After the diskette is created, you may delete the downloaded BIOS file.

h. 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. Created using the preceding steps, the README.TXT file on the BIOS diskette provides further instructions.


i. Follow the prompts on the screen.

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

Step 5 To upgrade the Windows 2000 operating system, click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml and complete the following procedure:

a. Choose Cisco CallManager Version 3.2 > Download CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.

b. Download the appropriate win-OS-upgrade file, as specified in the Cisco IP Telephony BIOS and Operating System Roadmap. Click the following URL to review this document:

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

c. Double-click the downloaded file.

d. Wait while the files load to your server.

e. Read and accept the license agreement.

f. Choose Install.

Step 6 After the installation completes, restart your computer for the update to take effect.

Step 7 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.

To continue the upgrade, see the "Upgrading Cisco CallManager via CD-ROM or the Web" section.


Installing SQL Service Pack 3

Perform the following procedure on all servers in the cluster; make sure that you close all programs before performing the procedure.

Procedure


Step 1 Make sure that you have a good backup of your Cisco CallManager data. For information on how to back up your system, refer to the latest version of Backing Up and Restoring Cisco CallManager Release 3.2.

Step 2 Stop the Cisco CallManager service on the server by performing the following tasks:

a. Choose Start > Programs > Cisco CallManager > CallManager Administration and log in with administrative privileges.

b. From the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability.

c. From the Cisco CallManager Serviceability window, choose Tools > Control Center.

d. Choose the server in the list on the left and stop the Cisco CallManager service.

Step 3 Click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

Step 4 Choose Cisco CallManager Version 3.2 > Download CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.

Step 5 Double-click the SQL Service Pack 3 executable.

The contents of the file automatically extract.

Step 6 When the SQL Service Pack 3 Upgrade window opens, click OK.

The upgrade, which you cannot cancel after it begins, takes approximately 10 minutes to complete. After the upgrade completes, the server automatically reboots.

Step 7 Install the service pack on all servers in the cluster.


Upgrading Cisco CallManager via CD-ROM or the Web


Caution 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, and to minimize call-processing interruptions, Cisco strongly recommends that you perform the upgrade during off-peak hours.

Via CD-ROM or the web, perform the upgrade by completing the following steps:

Procedure


Step 1 If you have not already done so, disable all Cisco-approved McAfee antivirus services through the Control Panel by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e, Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Disabled.

e. Click OK.

f. In the Services window, right-click the antivirus service and click Stop.

g. Perform Step 1 for all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager.

Step 2 If you have Cisco IDS Host Sensor installed on the server, you must set the IDS Agent to On Warning mode instead of Protecting mode, if you have not already done so. For information on how to perform this task, click the following URL:

http://www.cisco.com/warp/public/788/AVVID/ids_host_sensor_cm.html

Step 3 Depending on your upgrade method (via CD-ROM or the web), perform the following procedure:

a. If you want to upgrade via CD-ROM, locate the Cisco CallManager 3.2(1) Installation and Recovery CD-ROM and insert it into the CD-ROM drive; then, go to Step 4.

b. If you want to upgrade via the web, click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml.

c. Click Cisco CallManager Version 3.2.

d. Download the Cisco CallManager 3.2(1) upgrade file to your hard drive.

e. Note the location where you save the downloaded file.

f. Double-click the downloaded file to begin the installation; then, go to Step 4.

Step 4 If the Cisco Product Activation popup window appears, click Yes.

Step 5 In the Welcome to the Cisco CallManager Installation Wizard window, enter your Windows administrative password and click Next.

Step 6 The CallManager Components window opens, displaying the default selections. For information on available components and standalone database servers, see the "Frequently Asked Questions" section. Choose the services that you want to activate; then, click Next.

To add or remove services after you complete the upgrade, refer to the "Activating Cisco CallManager Services" section in the latest version of Installing Cisco CallManager Release 3.1.

Figure 1 shows an example of the CallManager Components window.

Figure 1 CallManager Components Window


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. 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.


Step 7 The CallManager Database Configuration window opens. 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 database server. Click Next and go to Step 9.

Figure 2 demonstrates Cisco CallManager autodetection of the publisher database server.

Figure 2 Cisco CallManager Publisher Database Server Autodetection

Step 8 If a publisher database server 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 database server field. You may choose another publisher database server by clicking Browse.

If Cisco CallManager chose I am upgrading/installing the CallManager Subscriber, enter the username and password for a Windows 2000 user with administrative privileges and a SQL Server username and password 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 9 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 10 If you require no update to the backup utility, a window displays prompting you to enter a new password for the SQL sa password; enter the new password in the New Password field and then enter it in the Retype Password field. Click OK and then skip to Step 21.


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

Step 11 If you need to update the backup utility, the Cisco IP Telephony Applications 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. Cisco recommends that when you are upgrading Cisco CallManager on the publisher database server, you choose Backup Server. For information on the latest Cisco IP Telephony Applications Backup Utility, refer to the latest version of Backing Up and Restoring Cisco CallManager Release 3.2.

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 IP Telephony Applications 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 IP Telephony Applications Backup Utility, complete the installation as instructed and then stop the service called "stiBack for Cisco IP Telephony Applications." To stop the service, choose Start > Run, enter services.msc /s, choose the service in the main window, and click Stop Service.


Step 12 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 Cisco CallManager target on the backup server. Click OK and then go to Step 20.

If you chose Server in the previous step, continue with Step 13.

Step 13 In the Backup Utility Configuration window, add the name of any additional Cisco CallManager servers that 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 14 Click the Destination tab. You must choose a destination for backups to be performed. No default destination setting exists.

Figure 3 shows an example of the Destination tab in the Cisco IP Telephony Applications Backup Utility configuration window.

Figure 3 Destination Tab in the Cisco IP Telephony Applications Backup Utility Configuration Window


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 the directory folder icon that you want to share, click Sharing..., click Share this folder, and then click OK.

You can click the Tape device radio button only if you have a MCS-7835, IBM xSeries 340, or 342 server. Only the MCS-7835, IBM xSeries 340, and 342 servers have a tape drive available. You must click Network directory or Tape device to use the Cisco IP Telephony Applications Restore Utility on your server.


Step 15 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....

Step 16 Click the Schedule tab. Figure 4 shows an example of the Schedule tab in the Cisco IP Telephony Applications Backup Utility Configuration window.

Figure 4 Schedule Tab in Cisco IP Telephony Applications Backup Utility Configuration Window

Step 17 Choose the days and times when you want the backup to run. The default sets the backup time for
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 18 The Performance tab allows the operating system to modify the allocation of CPU resources during the backup process. Click the Performance tab to prioritize when the backup service (stiBack.exe) will run during the next backup. Three options, Low, Normal, and Below Normal, appear in the window. Before you click one of the three options, consider the following information:

a. Clicking the Normal radio button accepts the default priority associated with the server.

b. Clicking the Below Normal radio button ensures that configured services remain responsive while the backup occurs. When you click this option, which is available only on a Windows 2000 server, be aware that your backup may take longer than it would at the Normal setting.

c. Clicking the Low radio button ensures that configured services remain completely responsive during the backup. Be aware that your backup may take longer than it would at the Normal or Below Normal setting.

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

Step 19 To save your settings and exit the Backup Utility Configuration, click OK. For more information on the Backup Utility, refer to the latest version of Backing Up and Restoring Cisco CallManager Release 3.2.

Step 20 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 database server and all subscribers in the cluster, so Cisco CallManager database replication occurs.

Step 21 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 22 A message indicates that both passwords changed successfully. Click OK.

Step 23 Review Table 6 and Table 7 before you reboot the system.

When prompted, click Yes or No, depending on the circumstances, to reboot the system.

Step 24 When the dialog box appears, click OK to acknowledge that you need to configure a partition and calling search space for Message Waiting on and off directory numbers.

Step 25 Enable all Cisco-approved McAfee antivirus services through the Control Panel by completing the following procedure:

a. Choose Start > Settings > Control Panel > Administrative Tools > Services.

b. From the Services window, right-click one of the antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager, and choose Properties.

c. Verify that the General tab displays in the Properties window.

d. From the Startup type drop-down list box, choose Automatic.

e. Click OK.

f. In the Services window, right-click the antivirus service and click Start.

g. Perform Step 25 for all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, Network Associates Task Manager.

Step 26 If you have Cisco IDS Host Sensor installed on the server, you must set the IDS Agent to Protecting mode instead of On Warning mode. For information on how to perform this task, click the following URL: http://www.cisco.com/warp/public/788/AVVID/ids_host_sensor_cm.html

Step 27 After you perform the upgrade and your Cisco CallManager is operational, you should back up your Cisco CallManager data. For information on backing up Cisco CallManager data, refer to the latest version of Backing Up and Restoring Cisco CallManager Release 3.2.


Caution Consider backing up your Cisco CallManager data after an upgrade as an essential task. Refer to the latest version of Backing Up and Restoring Cisco CallManager Release 3.2 for implications and scenarios associated with not backing up your data.

See the "Performing Post-Upgrade Tasks" section to complete post-upgrade tasks.


Performing Post-Upgrade Tasks

After you complete the upgrade, perform the appropriate tasks in the following sections:

Verifying Services, Patches, and Hotfixes

Viewing the Component Versions Installed on the Server

Drive Mirroring for the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server

Upgrading Cisco uOne After the Cisco CallManager Upgrade

Using the Message Waiting Indicator (MWI)

Upgrading the TAPI/TSP for Cisco SoftPhone

Upgrading the Cisco WebAttendant Client

Installing a New Cisco ATA 186 Analog Telephone Adapter

Updating an Existing Cisco ATA 186 Analog Telephone Adapter

Using the Cisco CallManager Music On Hold Download

Verifying Services, Patches, and Hotfixes

To confirm that the upgrade completed successfully, verify that all 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 Application

Cisco Messaging Interface

Cisco RIS 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.

Verify that you have the latest Microsoft patches and hotfixes running on your system. Click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml. Choose Cisco CallManager Version 3.2 > Download CallManager Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls; download the latest Microsoft patches and hotfixes.

Viewing the Component Versions Installed on the Server

The stiver.exe program reports the current version of all installation components, including such components as the operating system, upgrade, and backup and restore utility. Be aware that Cisco does not report the actual Cisco CallManager version through this program. Recognize that most of these components, run from the installation CD-ROMs during the initial installation, no longer exist on the system.

The version for OS Image equals your operating system CD-ROM version number. The version of OS Image will change only if you do a new installation with the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM (CD #1).

The version for stiOSUpg.exe equals the version of the operating system upgrade that you last ran either via CD-ROM or via the web. When Cisco updates and releases the Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM (CD #2), the version of stiOSUpg changes.

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

Procedure


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

C:\sti\stiver

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


Drive Mirroring for the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server

Perform the following procedure only if you did not use a spare hard drive during the backup of Cisco CallManager data. Make sure that the system functions properly before performing the following procedure. Run your Cisco CallManager system for several days to verify that no problems exist. After you verify the services, you must reinsert the hard drives that you removed prior to installation.

To reinsert the hard drives, complete the following steps:


Note Cisco recommends that you perform the drive-mirroring process after regular business hours. You should notify your users that telephone service may be interrupted during this time.


Procedure


Step 1 Start with the publisher database server. Place the hard drive that was removed during the preinstallation steps back into Slot 1.

Step 2 Perform the following task that applies to your specific server:

a. For the MCS-7830 or MCS-7835, choose Start > Programs > Compaq Systems Tools > Compaq Array Configuration Utility. When the Array Configuration Utility Warning window opens, click OK.

For the customer-provided IBM xSeries 340 or 342 servers, choose Start > Programs > ServeRaid Manager> ServeRaid Manager.

b. Watch the status bar in the lower, right corner to determine when the drive-mirroring process completes.

Step 3 Repeat Step 1 and Step 2 for each server in the cluster.


Upgrading Cisco uOne After the Cisco CallManager Upgrade

If the directory number for the Cisco uOne MWI voice-mail port was the same as the MWI on or off service parameter values in Cisco CallManager Release 3.1, you must verify that the directory numbers do not have the same value. Perform the following procedure:

Procedure


Step 1 Browse into a Cisco CallManager server running Cisco CallManager Administration and log in with administrator 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.


Step 2 From the Feature menu, choose Voice Mail > Cisco Voice Mail Port.

Step 3 In the Directory Number field, enter a new directory number that is not in use.

Step 4 Click Update.

Step 5 From the Feature menu, choose Voice Mail > Message Waiting.

Step 6 Click the Message Waiting number in the pane on the left. Verify whether the number is the MWI on or off directory number.

Step 7 If a MWI on or off number does not exist in the window, you must add the appropriate directory number in the Directory Number field. Refer to the Cisco CallManager Administration Guide for more information.

Step 8 Continue with the Cisco uOne upgrade by completing the "Using the Message Waiting Indicator (MWI)" section.


Using the Message Waiting Indicator (MWI)

During the upgrade, the migration program identifies the first Cisco Unity port record and assigns the calling search space from the record to the migrated MWI on and MWI off numbers. If you use a voice-mail system other than Cisco Unity or if you use more than one Cisco Unity voice-mail system, you must manually assign the MWI on and off directory numbers to a partition and a calling search space, if applicable, through Cisco CallManager Administration. After you upgrade to Cisco CallManager Release 3.2, perform the following procedure only once.

Procedure


Step 1 On the primary Cisco CallManager server, choose Start > Programs > Cisco CallManager 3.2 > Cisco CallManager 3.2 Administration and log in with administrative privileges.

Step 2 From the Feature Menu, choose Voice Mail > Message Waiting.

The Message Waiting Configuration window displays. The Message Waiting Configuration window allows you to define Message Waiting Indicator on and off directory numbers that are used by a directly connected voice-messaging system to determine whether to set or clear a message-waiting indication for a particular Cisco IP phone.

Step 3 From the list on the left side of the window, choose the Message Waiting Directory Number that matches the MWI number that was on prior to the upgrade. A green icon indicates that the directory number is a Message Waiting Indicator on number.

Step 4 Choose the correct partition and calling search space, if any, for the Message Waiting Directory Number.

The calling search space for the MWI on directory number determines the devices that this MWI directory number controls. Choose a calling search space that has access to the partitions of all directory numbers that control the Message Waiting Indicator. For example, if the lines on the phone exist in a partition named "Phones," choose the calling search space for the MWI on directory number that includes the "Phones" partition.

Step 5 Click the Update button to save the changes.

Step 6 From the list on the left of the window, choose the Message Waiting Directory Number that matches the MWI number that was off prior to the upgrade. A red icon indicates that the directory number is a Message Waiting Indicator off number.

Step 7 Choose the correct partition and calling search space, if any, for the Message Waiting Directory Number.

The calling search space for the MWI off directory number determines the devices that this MWI directory number controls. Choose a calling search space that has access to the partitions of all directory numbers that control the Message Waiting Indicator.

Step 8 Click the Update button to save the changes.

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



Note You must upgrade the Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) client software on any application server or client workstation on which TAPI/JTAPI applications are installed. If you do not upgrade the TAPI/JTAPI client, your application will fail to initialize.

The following information applies if you have integrated Cisco Unity system with Cisco CallManager. If you upgraded from the latest release of Cisco CallManager 3.0, you must upgrade the Cisco Unity-CM TAPI service provider (TSP) after you upgrade Cisco CallManager. Upgrading the TSP makes the voice-mail ports available to Cisco Unity. To ensure that you upgrade to the appropriate TSP release, refer to the compatibility matrix in the version of Release Notes for Cisco CallManager Release 3.2 that matches this upgrade document.


Upgrading the TAPI/TSP for Cisco SoftPhone

Perform the following procedure to upgrade the Cisco SoftPhone TAPI/TSP to the version stated in the "Reviewing the Compatibility Matrix" section.

Procedure


Step 1 From each Cisco Softphone Client, browse into server 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.


Step 2 From the Application menu, choose Install Plugins.

Step 3 Click the Cisco Telephony Service Provider icon associated with the plugin.

Step 4 Follow the prompts in the window to complete the upgrade.

Step 5 Verify that a basic call works as expected for Cisco SoftPhone.


Upgrading the Cisco WebAttendant Client

The Telephony Call Dispatcher version changed with Cisco CallManager Release 3.2; to ensure that Cisco WebAttendant performs properly, you must upgrade the Cisco WebAttendant client software to the version available with Cisco CallManager Release 3.2. Perform the following procedure:

Procedure


Step 1 From each Cisco WebAttendant Client, browse into the Cisco CallManager server 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.


Step 2 From the Application menu, choose Install Plugins.

Step 3 Click the Cisco WebAttendant icon associated with the plugin.

Step 4 Follow the prompts in the window to complete the upgrade.

Step 5 Verify that a basic call works as expected for Cisco WebAttendant.


Installing a New Cisco ATA 186 Analog Telephone Adapter

The new Cisco ATA 186 device does not have a MGCP/SCCP load. Unlike the Cisco IP phone, which can receive an .xml configuration file from the Cisco TFTP server, the Cisco ATA 186 device cannot receive the .xml file and, therefore, will not register with the Cisco CallManager server. Perform the following procedure to register the Cisco ATA 186 device as a MGCP/SCCP device:

Procedure


Step 1 Click http://www.cisco.com/cgi-bin/tablebuild.pl/ATA 186.

Step 2 Download the latest Cisco ATA 186 MGCP/SCCP load to the hard drive of the publisher database server.

Step 3 Note the location where you save the downloaded file.

Step 4 Double-click the downloaded file to begin the installation.

Step 5 Upgrade the Cisco ATA 186 and configure it for MGCP/SCCP mode, so it can auto-register with Cisco CallManager. Refer to the Cisco ATA 186 Installation and Configuration Guide for more information.

Step 6 Browse to a server running Cisco CallManager Administration and choose Device > Phones.


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.


Step 7 Search for devices that begin with ATA or verify the MAC Address if it is available.

Step 8 Verify a basic call to Cisco ATA 186 device works as expected.


Updating an Existing Cisco ATA 186 Analog Telephone Adapter

In previous Cisco CallManager releases, the Cisco ATA 186 Analog Telephone Adapter (ATA 186) displayed in Cisco CallManager Administration as a Cisco IP Phone Model 7960. With Cisco CallManager Release 3.2, the Cisco ATA 186 should display as a Cisco ATA 186 phone type. Migrated Cisco ATA 186 devices display as Cisco IP Phone Model 7960 in Cisco CallManager 3.2 Administration. Perform the following procedure to change the phone type:

Procedure


Step 1 Browse into a Cisco CallManager server running Cisco CallManager Administration and log in with administration 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.


Step 2 Choose Device > Phones.

Step 3 Choose each Cisco ATA 186 device that displays as Cisco IP Phone Model 7960.

Step 4 Click the Delete button.

The Cisco ATA 186 device attempts to auto-register with the Cisco CallManager.

Step 5 If auto-registration does not occur, you can manually add the Cisco ATA 186 device as an ATA 186 phone type. Refer to the Cisco CallManager Administration Guide for more information on how to perform this task.

Step 6 Verify that the device exists by entering ATA in the Device Field in the Find and List Phones window; click Find.

Step 7 Verify that a basic call to Cisco ATA 186 devices works as expected.


Using the Cisco CallManager Music On Hold Download


Note This section applies if you have never downloaded the Cisco CallManager Music On Hold files from the web or used the Cisco CallManager Music On Hold CD-ROM.


When you initially install Cisco CallManager on your server, a default music on hold audio file sample automatically installs for customer use. To increase your music on hold (MOH) selection, you may download one of the following two files via the web:

ciscocm-MusicOnHold, which is a set of wav files providing the entire music selection from the CD-ROM

ciscocm-MusicOnHoldSampler, which is a small set of files offering a sample of music available on the CD-ROM

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

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 IP Telephony Applications Server to the configuration in effect prior to the upgrade.

Reverting a 3.2 Cisco Device Load to a 3.0 Cisco Device Load

This section applies if you upgraded from the latest release of Cisco CallManager Release 3.0.


Caution Device loads in Cisco CallManager Release 3.0 exist in .cnf format whereas device loads in Cisco CallManager Release 3.1 and 3.2 exist in .xml format. If you choose to revert to Cisco CallManager Release 3.0, the devices will not boot properly unless they are running the 3.0 loads prior to the Cisco CallManager reversion. To revert your system, you must have the device default load information for Cisco CallManager Release 3.0.

Procedure


Step 1 Locate the device default load information associated with the Cisco CallManager Release 3.0 previously running on your system before the upgrade attempt. See Table 4 for more information.

Step 2 On the publisher database server, choose Start > Programs > Cisco CallManager > CallManager Administration and log in with administrator privileges.

Step 3 From the CallManager Administration window, choose System > Device Defaults.

Step 4 On the Device Defaults Configuration window, enter the device default load information from Table 4 in the appropriate Load Information fields.

Step 5 To reset the devices, click Update.

To continue the reversion, see the "Reconfiguring the MCS-7820, MCS-7822, MCS-7825, or IBM xSeries 330 Server After an Upgrade Attempt" section or the "Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt" section for information on how to reconfigure your server.


Reconfiguring the MCS-7820, MCS-7822, MCS-7825, or IBM xSeries 330 Server After an Upgrade Attempt

To reconfigure the MCS-7820, MCS-7822, MCS-7825, or IBM xSeries 330 server after an upgrade attempt, perform the following procedure:

Procedure


Step 1 Reinstall Cisco CallManager. For installation instructions, refer to the Cisco CallManager installation document that matches your initial Cisco CallManager installation CD-ROM. Navigate to the appropriate Cisco CallManager installation documents by clicking the following URL:

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

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


Note To revert to the pre-upgrade configuration, you must restore the version of Cisco CallManager in effect when the last successful backup occurred.


Step 3 Revert the system to the pre-upgrade configuration by using the Cisco IP Telephony Applications Restore Utility. For more information on the Cisco IP Telephony Applications Restore Utility, refer to latest version of Backing Up and Restoring Cisco CallManager Release 3.2 or the Cisco CallManager installation guide that matches your Cisco CallManager installation CD-ROM.


Reconfiguring the MCS-7830, MCS-7835, IBM xSeries 340 or 342 Server After an Upgrade Attempt

To reconfigure the MCS-7830, MCS-7835, or IBM xSeries 340 or 342 server after an upgrade attempt, perform the following procedure:

Procedure


Step 1 Shut down the server.

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

Step 3 Power on the system. If you have the MCS-7830 or MCS-7835, the system automatically prompts you to press F1 or F2. If you have the customer-provided IBM xSeries 340 or 342 server, the system automatically prompts you to press F2, F4, F5, or F10.

Step 4 To enable interim recovery mode on the MCS-7830 or MCS-7835, press F2 and go to Step 5; to enable interim recovery mode on the customer-provided IBM xSeries 340 or 342 server, press F5 and go to Step 6.

Step 5 This step applies only for the MCS-7830 or MCS-7835. When prompted to do so, press F1 to continue.

Step 6 Repeat Step 1 through Step 5 for each server in the cluster.

Step 7 Verify that all services in your Services window are running properly. See the "Performing Post-Upgrade Tasks" section for information on verifying services.

Step 8 Replace the hard drive in Slot 0 and allow the drive-mirroring process to complete.


Reverting Upgraded Cisco IP Telephony Products After You Revert Cisco CallManager

If you reverted the cluster to a 3.1 version of Cisco CallManager, you can revert upgraded Cisco IP telephony products integrated with Cisco CallManager to the appropriate version compatible with the reverted Cisco CallManager. To revert the product, perform the following procedure:

Procedure


Step 1 Locate the version of Release Notes for Cisco CallManager that matches the version to which you reverted the cluster.

Step 2 Identify the appropriate telephony product and version in the Compatibility Matrix of the release notes.

Step 3 From the application server or client workstation, if applicable, browse into the reverted server running Cisco CallManager 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.


Step 4 From the Application menu, choose Install Plugins.

Step 5 Click the appropriate plugin, as seen in the following list:

Cisco WebAttendant for Cisco WebAttendant

Cisco Telephony Service Provider for Cisco SoftPhone

Step 6 Follow the prompts in the window to complete the installation.


Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

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

http://www.cisco.com

Translated documentation is available at the following 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 is shipped 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/web/ordering/root/index.html

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, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Feedback at the top of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

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:

Cisco Systems, Inc.
Attn: Document Resource Connection
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 by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

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

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

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 through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires 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 the following URL to register:

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

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

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

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; 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 will automatically open a case.

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

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

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