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Cisco 7800 Series Media Convergence Servers

Installing the Operating System on the Cisco IP Telephony Applications Server, Version 2000.2.3

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Table Of Contents

Installing the Operating System on the Cisco IP Telephony Applications Server

Purpose of Document

Conventions

Locating Related Information and Software

Contents

Frequently Asked Questions About the Operating System Installation

What hardware and CD-ROMs do I receive when I purchase a Cisco MCS or a Cisco IP telephony application?

How long does it take to perform the operating system installation?

Which Cisco IP telephony applications use this Cisco-provided Windows 2000 operating system?

How does the operating system installation work?

Which product key should I enter when I install the operating system?

What data must I provide to configure the server?

May I install other software besides Windows 2000 on the server?

May I run a web browser on the server?

May I use Terminal Services on this server?

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

What preinstallation tasks should I perform?

How do I connect the keyboard and mouse to the server?

What if I encounter problems during the installation?

Installing the Operating System

Installing the Operating System for the First Time

Installing the Operating System to Overwrite Existing Settings/Replace a Server

Installing the Operating System When You Want to Retain Existing Configuration Settings

Entering the Product Key and Reviewing the License Agreement

Entering Server Configuration Data and Completing the Operating System Installation

Upgrading the Operating System

Performing Pre-Upgrade Tasks

Disabling Cisco-Approved McAfee Antivirus Services

Obtaining the Operating System Upgrade, Service Patches, Hotfixes, and the Corresponding Documentation

Error Messages

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


Installing the Operating System on the Cisco IP Telephony Applications Server


Operating System Version: 2000.2.3 or later

Use this document as a guide for installing the Cisco-provided Windows 2000 operating system on the Cisco IP Telephony Applications Server. Cisco IP telephony applications that use this operating system include Cisco CallManager, Cisco Customer Response Applications, Cisco Personal Assistant, Cisco Conference Connection, and Cisco Emergency Responder.

Purpose of Document

This document includes information and procedures on the following topics:

Installing the operating system for the first time

Installing the operating system when you want to overwrite existing settings

Installing the operating system when you want to retain existing settings

Upgrading the operating system via the web

Use this document in conjunction with the documents that are listed in "Locating Related Information and Software" section.

Conventions

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

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


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



Tip Reader, use the information to perform a task. Tips provide helpful information for performing tasks.



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

Locating Related Information and Software

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

Cisco IP Telephony BIOS and Operating System Roadmap

This document provides information on the latest operating system (OS) and BIOS upgrades and patches. Information in this document applies to servers that are running the following Cisco IP telephony applications: Cisco CallManager, Cisco Conference Connection, Cisco Personal Assistant, and Cisco Customer Response Solutions (CRS), etc.

The appropriate Cisco IP telephony application documentation

Locate the release notes, installation/upgrade/backup and restore, and configuration guides for the applications that you want to install or upgrade.


Note If you need installation information for the Cisco Integrated Communications System (ICS) 7750, refer to the latest version of the Cisco ICS 7750 Getting Started Guide and the Cisco ICS 7750 Release Notes.


As you review this operating system document and perform operating system installation and upgrade procedures, use Table 1, which provides URLs for software, product keys, and documentation.

Table 1 Quick Reference for URLs 

Related Information and Software
URL

Related Cisco IP telephony application documentation

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

Cisco IP Telephony BIOS and Operating System Roadmap

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

Cisco CallManager Compatibility Matrix

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

Cisco intrusion detection system (IDS) host sensor and McAfee documentation

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

Virtual Network Computing (VNC) documentation

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

Server hardware specifications

http://www.cisco.com/warp/public/779/largeent/avvid/products/infrastructure.html

Operating system download via the web (for upgrades only)

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

Cisco Unity documentation

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


Contents

Preinstallation Tasks and Information

Locating Related Information and Software

Frequently Asked Questions About the Operating System Installation

What hardware and CD-ROMs do I receive when I purchase a Cisco MCS or a Cisco IP telephony application?

How long does it take to perform the operating system installation?

Which Cisco IP telephony applications use this Cisco-provided Windows 2000 operating system?

How does the operating system installation work?

Which product key should I enter when I install the operating system?

What data must I provide to configure the server?

May I install other software besides Windows 2000 on the server?

May I run a web browser on the server?

What preinstallation tasks should I perform?

How do I connect the keyboard and mouse to the server?

Operating System Installation Tasks and Information

Installing the Operating System for the First Time

Installing the Operating System to Overwrite Existing Settings/Replace a Server

Installing the Operating System When You Want to Retain Existing Configuration Settings

Entering the Product Key and Reviewing the License Agreement

Entering Server Configuration Data and Completing the Operating System Installation

Operating System Upgrade Tasks and Information

Upgrading the Operating System

Performing Pre-Upgrade Tasks

Disabling Cisco-Approved McAfee Antivirus Services

Obtaining the Operating System Upgrade, Service Patches, Hotfixes, and the Corresponding Documentation

Frequently Asked Questions About the Operating System Installation

Review the following questions and responses before you complete the operating system installation.

What hardware and CD-ROMs do I receive when I purchase a Cisco MCS or a Cisco IP telephony application?

You do not receive a monitor with any Cisco Media Convergence Server (MCS) or any customer-provided server that meets approved Cisco configuration standards. Most servers do not include a keyboard or mouse. During initial startup and configuration of the server, you must supply a monitor and, if necessary, a keyboard and mouse.

Before you begin the installation, carefully review the hardware documentation that accompanies your server. Make sure that you have the appropriate hardware before installing the operating system. To review the server hardware specifications, click the following URL:

http://www.cisco.com/warp/public/779/largeent/avvid/products/infrastructure.html

All Cisco MCS and customer-provided servers that meet approved Cisco configuration standards ship with a blank hard drive. When you purchase a Cisco IP telephony application, you use the following CD-ROMs to install the operating system and application:

Cisco IP Telephony Server Operating System Hardware Detection CD-ROM

Cisco IP Telephony Server Operating System OS/BIOS Upgrade CD-ROM

This CD-ROM upgrades the operating system on existing (not new) servers in the cluster. For a list of tasks that the operating system upgrade performs, see the "Upgrading the Operating System" section.

Cisco IP Telephony Server Operating System Installation and Recovery CD-ROM

You use only one of the server-specific Cisco IP Telephony Server Operating System Installation and Recovery CD-ROMs that come in your software kit. During the operating system installation, you receive a prompt to insert the appropriate CD-ROM into the CD-ROM drive.

The CD-ROM for the Cisco IP telephony application that you plan to install on the server

Cisco CallManager Music On Hold CD-ROM

Cisco Extended Services CD-ROM

How long does it take to perform the operating system installation?

The entire operating system installation process, excluding preinstallation tasks, takes 30 to 45 minutes per server, depending on your server type.

Which Cisco IP telephony applications use this Cisco-provided Windows 2000 operating system?

After you install the Windows 2000 operating system, you install supported Cisco IP telephony applications on a server that is dedicated solely to the single application or a server that supports co-resident applications. See Table 2 for more information.

The Cisco IP telephony applications that are listed in Table 2 use the Windows 2000 operating system, which is intended specifically for use with the applications:

Table 2 Approved Server Installations for Cisco IP Telephony Applications

Cisco IP Telephony Application
Approved Server Installation

Cisco CallManager

See the following approved installations:

Install on a server that is dedicated to the application.

Install on a server that supports Cisco CallManager and Customer Response Applications.

Cisco Customer Response Solutions (CRS), including Cisco IP Interactive Voice Response (IP IVR) and Cisco IP Integrated Contact Distribution (IP ICD)

See the following approved installations:

Install on a server that is dedicated to the application.

Install on a server that supports Cisco CallManager and Customer Response Applications.

Cisco Personal Assistant

Install on a server that is dedicated to the application.

Cisco Conference Connection

Install on a server that is dedicated to the application.

Cisco Emergency Responder

Install on a server that is dedicated to the application.



Note Cisco Unity does not use the operating system that is represented in this document. Refer to the Cisco Unity documentation for information on the Cisco Unity operating system. See Table 1.


How does the operating system installation work?

When you begin the installation, you boot the server from the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM. After the system boots, the Cisco IP Telephony Applications Server QuickBuilder installation utility loads automatically and guides you through the installation process. Cisco IP Telephony Applications Server QuickBuilder performs several preinstallation tasks that include preparing your server hard drive and loading server configuration information. (See "What data must I provide to configure the server?" section for more information.)

If necessary, Cisco IP Telephony Applications Server QuickBuilder upgrades your system BIOS to a recommended version. Cisco IP Telephony Applications Server QuickBuilder then automatically installs the following software applications:

Microsoft Windows 2000 Server, which is intended for use with the Cisco IP telephony applications, does not fully function for general use.

QFECheck, a Microsoft program, verifies the hotfixes that are installed on the Windows 2000 operating system.

For information on how the operating system upgrade works, see the "Upgrading the Operating System" section.

Which product key should I enter when I install the operating system?

Cisco supplies you with a Cisco product key when you purchase a Cisco IP telephony product. The product key, which is based on a file encryption system, allows you to install only the components that you have purchased, and it prevents other supplied software from being installed for general use on the server. The product key comprises alphabetical letters only.

The dedicated installation product key allows you to install Cisco CallManager, Cisco Personal Assistant, Cisco Response Solutions (CRS), or Cisco Conference Connection on a server that is dedicated specifically to the application. To install the single application on a dedicated server, you must purchase the product and obtain the dedicated installation product key through the product installation documentation.

If you plan to install Cisco CallManager and CRS on the same server, refer to the CRS installation documentation to obtain the co-resident installation product key.

What data must I provide to configure the server?

During the installation process, you receive prompts that tell you to enter important configuration information about the server, such as the server name and IP address. You can complete the initial power up more efficiently if you gather all the necessary configuration information before beginning the installation process. The following information applies:

New Installation or Server Replacement

Choose this option if you are installing the Cisco IP telephony application for the first time, overwriting an existing installation, or replacing a server. To replace the server, you must store the data to a network directory or tape device before the operating system installation.

Same Server Recovery

Choose this option if you plan to rebuild the server using the original system configuration settings. You restore the settings from the latest successful backup. Backup data must exist on a network directory or tape device before the operating system installation.

Cisco product key

See the "Which product key should I enter when I install the operating system?" section.

User and organization name

Registering the software product that you are installing requires user and organization name. Do not leave the field blank. You can enter underscores, hyphens, numbers, and letters.

Computer name

Ensure that the computer name comprises a unique network name of 15 characters or less. It may contain alpha and numeric characters, and hyphens (-), and must begin with an alphabetical character. Make sure that the computer name and workgroup labels follow the rules for ARPANET host names. Labels must start with a letter, end with a letter or digit, and have as interior characters only letters, digits, and hyphen.

If you change the computer name after the application installation, you must reinstall the operating system and the application.

Workgroup

This entry records the name of the workgroup of which this computer is a member. A workgroup comprises a collection of computers that have the same workgroup name. Ensure that this entry of 15 characters or less follows the same naming conventions as the computer name. An error message displays if you attempt to name the computer name and workgroup name the same name.

Cisco strongly recommends that the server belong to a Workgroup before you install the application. You can change the selection after the installation, but you must place the server in a workgroup again before you upgrade any applications.

Domain suffix

Always enter the Domain Name System (DNS) domain suffix in the format "mydomain.com" or "mycompany.mydomain.com." If you are not using DNS, use a fictitious domain suffix, such as acme.com.

TCP/IP properties

Assign an IP address, subnet mask, and default gateway. Because the IP addresses that you assign are permanent properties, you should not change them after installation.

Cisco recommends that you choose static IP information, which ensures that the server obtains a fixed IP address. With this selection, Cisco IP Phones can register with the application when you plug the phones into the network.


Caution If you choose to use Dynamic Host Configuration Protocol (DHCP), Cisco Technical Assistance Center (TAC) requires that you reserve an IP address for each server in the DHCP server scope. This action prevents the release or reassignment of IP addresses. If you do not reserve IP addresses through the DHCP server scope, the DHCP server may assign a different address to the server if the server is disconnected from, and then reconnected to, the network. To return the server to its original IP address, you must reprogram the IP addresses of the other devices on the network.

Domain Name System (DNS)

Cisco requires that you configure DNS, WINS, or lmhosts file to successfully complete installation and upgrade procedures.


Caution You must have a name resolution method in place, such as Domain Name System (DNS), Windows Internet Name Server (WINS), or local naming that uses a configured lmhosts file. If you use DNS, make sure that the DNS server contains a mapping of the IP address and hostname of the server that you are installing before you begin the installation. If you use local name resolution, ensure that the lmhosts file is updated on the existing servers in the cluster before you begin the installation on the new subscriber server; then, you must add the same information to the lmhosts file on the new server during installation, as instructed in the procedure.

Windows 2000 Simple Network Management Protocol (SNMP) agent

The Windows 2000 SNMP agent provides security through the use of community names and authentication traps. All SNMP implementations universally accept the default name "public." Cisco sets the community rights to none for security reasons. If you want to use SNMP with this server, you must configure it.

NT Administrator password

At the end of the operating system installation, you must enter and confirm an administrator password. Cisco requires a password for security purposes. If you leave the password blank, you cannot install a Cisco IP telephony application on the server.

Make sure that you enter the same password on all servers in the cluster.

Table 3 shows the configuration information that is required for installing the operating system on your server. Complete all fields unless otherwise noted. Gather this information for each Cisco IP Telephony Applications Server that you are installing in the cluster. Make copies of this table and record your entries for each server in a separate table. Have the completed lists with you when you begin the installation.

Table 3 Configuration Data for Cisco IP Telephony Application Servers

Configuration Data
Your Entry

Cisco product key(s)

Dedicated installation

Co-resident installation

                         

User name

                                                          

Name of your organization

                                                         

Computer name

                                                          

Workgroup

                                                            

NT domain (optional)

                                                         

DNS domain suffix

                                                               

Current time zone, date, and time

                                                                    

SNMP community name

                                                                       

DHCP parameters

Cisco recommends that you program a fixed IP address in TCP/IP properties for the server instead of using DHCP.

TCP/IP properties (required if DHCP is not used)

IP address

Subnet mask

Default gateway

                                                                      

DNS servers (optional)

Primary

Secondary

WINS servers (optional)

Primary

Secondary

                                                                         


May I install other software besides Windows 2000 on the server?

Cisco supports a limited list of applications on the Cisco MCS or Cisco-approved customer-provided server. Consider the following information before you install the operating system:

You may install Cisco-verified applications (Cisco AVVID Partner Applications), but you must disable these applications before the application installation and then reboot the server. Disable these applications during installation, restoration, and upgrade procedures.

For more information on supported software, click http://www.cisco.com/pcgi-bin/ecoa/Search. In the Solution pane, click IP Telephony. From the Solution Category drop-down list box, choose Operations, Administration, and Maintenance (OAM). Click Search.

Installing or using Netscape Navigator on the Cisco MCS or the approved customer-provided server causes severe performance problems. Cisco strongly recommends against installing Netscape Navigator on the Cisco MCS or customer-provided server that meets approved Cisco configuration standards.

See the "Which Cisco IP telephony applications use this Cisco-provided Windows 2000 operating system?" section for supported applications.

Do not install Cisco Unity on a server that runs this version of the operating system.

Cisco recommends that you install the Cisco IDS Host Sensor Console on a server that is dedicated to that software. You may install the Cisco IDS Host Agents on the same server as Cisco CallManager.

You can install McAfee Netshield 4.5 on the Cisco MCS or on approved customer-provided servers.

May I run a web browser on the server?

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

May I use Terminal Services on this server?

Cisco installs Terminal Services so that Cisco Technical Assistance Center (TAC) can perform remote administration and troubleshooting tasks. Cisco does not support installations or configuration tasks through Terminal Services.

If you want to use Virtual Network Computing (VNC) to remotely upgrade the publisher database server, see Table 1 to obtain the latest version of the VNC document.

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

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

What preinstallation tasks should I perform?

For preinstallation tasks that you must complete before the installation, see Table 4.

Table 4 Preinstallation Tasks 

 
Preinstallation Tasks
Important Notes

Step 1 

Carefully review the hardware documentation that accompanies your server. Make sure that you have the appropriate hardware before installing the application.

To review the server hardware specifications, click the following URL:

http://www.cisco.com/warp/public/779/largeent/avvid/products/infrastructure.html

Step 2 

Connect a monitor, keyboard, and mouse to the server.

See the "How do I connect the keyboard and mouse to the server?" section.

Step 3 

Locate Table 3, which provides specific server configuration information.

See the "What data must I provide to configure the server?" section.


How do I connect the keyboard and mouse to the server?

You must supply a monitor and, if necessary, a keyboard and mouse to use during initial startup and configuration of the server.

Plug the mouse and keyboard into the standard mouse and keyboard connectors that are marked on the back of the server. Plug the monitor cable into the monitor connector on the back of the server.


Caution When installing the operating system on the Cisco MCS, you must use a legacy PS/2 mouse and keyboard. If you use a USB keyboard or mouse, a post-configuration error occurs.

What if I encounter problems during the installation?

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

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

2. For New Installations—On the server where the problem occurred, obtain and review the log file, stiSetup.log, from C:\Winnt.

3. For Upgrades—On the server where the problem occurred, obtain and review the log file, MCSOSupg.log, from C:\Program Files\Common Files\Cisco\Logs.


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


Installing the Operating System


Note Before the installation, the process erases the server hard drive and all data and configuration information, if present. If you want to retain configuration settings during the operating system, see the "Installing the Operating System When You Want to Retain Existing Configuration Settings" section.

During the installation, the server reboots several times. Do not power off the server at any time during this process, unless instructed. Any unexpected power interruption during the installation process could prevent proper completion of the configuration and might prevent the operating system from restarting.



Note 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 an 800-MHz processor, and the MCS-7825-1133, which contains a 1.13-GHz processor.


See the following sections, depending on the state of your server:

Installing the Operating System for the First Time

Installing the Operating System to Overwrite Existing Settings/Replace a Server

Installing the Operating System When You Want to Retain Existing Configuration Settings

Entering the Product Key and Reviewing the License Agreement

Entering Server Configuration Data and Completing the Operating System Installation

Installing the Operating System for the First Time

In this portion of the installation, which takes about 20 minutes, you will perform the following tasks:

Click to acknowledge that the installation process erases existing data.

Choose the type of installation (new or recovery) that you plan to perform.

Procedure


Step 1 Locate the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM (CD #1).

Step 2 You need to boot the server from the CD-ROM. This means that you must power up the server and then insert the CD-ROM early in the startup process.


Note The first time that you start up a new server, you will not see any indication that the startup process is operating normally. The startup on a new server takes longer than on preinstalled servers. You may wait as long as 3 minutes before you a video connection displays.


Step 3 If you see the post-startup error message about memory upgrades on IBM xSeries servers, you must perform the following procedure:

a. The Post Startup Error(s) window displays a message about memory upgrades. Using the arrow keys, choose Continue and then press Enter.

b. If the Configuration Error window appears, use the arrows keys to choose Continue; then, press Enter.

c. The Configuration/Setup Utility window displays a variety of configuration options. Using the arrows keys, choose Save Settings. Press Enter.

d. The Save Settings window displays a message about saving the current settings. Press Enter to continue.

e. You automatically return to the Configuration/Setup Utility window. Using the arrows keys, choose Exit Setup and then press Enter.

f. When the Exit Setup window displays, use the arrow keys to choose Yes, exit the Setup Utility. Press Enter. The system reboots automatically.

g. With a new server, the IBM BIOS upgrade utility runs; then, the server reboots automatically.

Step 4 If the ROM Based Setup Configuration Utility window opens on the MCS-7825, perform the following procedure:


Caution Cisco strongly recommends that you choose the following selections from the ROM Based Setup Utility windows. Other selections may impact the stability of Cisco CallManager. If you inaccurately make a choice from one of the ROM Based Setup Utility windows, press F9 during the bootup process to return to the ROM Based Setup Utility and correct the choice.

a. The first ROM Based Setup Utility window offers a language selection menu. English remains the only supported language at this time. Press Enter to choose English. Choosing a language other than English does not change the language that is seen during the installation process.

b. The second ROM Based Setup Utility window lists several operating system choices. Windows 2000 remains the only supported operating system. Using the arrow keys, choose Windows 2000 from the operating system selection menu. Press Enter.

c. Because the third ROM Based Setup Utility window is preset at the factory, you cannot alter it. Press ESC to close the menu and continue.

d. In the fourth ROM Based Setup Utility window, enter the correct date and time and then press Enter.

e. In the final ROM Based Setup Utility window, a message states that the system configuration is complete. Press F10 to exit the utility and automatically reboot the system.


Caution You may not see all the windows or prompts that are represented in Step 6 through Step 8. Read the information in the windows carefully and proceed with the installation.

Step 5 On some servers, the New Installation or Server Replacement window displays a list of tasks that are performed during the installation. Click Next.

Figure 1 shows the tasks that are performed during the installation.

Figure 1 New Installation or Server Replacement Window

Step 6 On some servers, the Configuration Process window opens with a message that states that hardware detection is in process; click Next. The system reboots automatically.

Step 7 On some servers, a Configuration Process window with a message about conducting an initial hardware configuration opens; click Next. The system reboots automatically.

Step 8 On some servers, a message prompts you to cycle the system power; turn the server off. Wait 10 seconds and then power up the server. The startup may take several minutes.

Step 9 Continue the installation by performing the steps in "Entering the Product Key and Reviewing the License Agreement" section.


Installing the Operating System to Overwrite Existing Settings/Replace a Server

This section applies if you want to perform one of the following tasks:

Overwrite existing configuration settings

Replace a server

For a definition of New Installation or Server Replacement, see the "New Installation or Server Replacement" section.

Procedure


Step 1 If necessary, connect a monitor, keyboard, and mouse to the server as described in "How do I connect the keyboard and mouse to the server?" section.

Step 2 Locate the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM (CD #1).

Step 3 Insert the CD-ROM into the CD-ROM drive and then restart the system immediately. Do not press any keys during the reboot.

Step 4 Perform the following tasks, depending on the server type.


Note This document does not represent the MCS 7820, MCS 7822, and MCS 7830.


MCS 7815-1000

Step 5 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 6 When the Type of Installation window opens, choose New Installation or Server Replacement; then, click Next.

Step 7 The New Installation or Server Replacement window displays a list of tasks that are performed during the installation. Click Next.

Step 8 If a Configuration Process window opens with a message about conducting an initial hardware configuration, click Next. The system reboots automatically.

Step 9 Skip to "Entering the Product Key and Reviewing the License Agreement" section.

MCS 7825-800

Step 10 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 11 When the Type of Installation window opens, choose New Installation or Server Replacement; then, click Next.

Step 12 The New Installation or Server Replacement window displays a list of tasks that are performed during the installation. Click Next.

Step 13 A warning displays that configuration and data will be overwritten; click Next. The system automatically reboots.

Step 14 A message prompts you to cycle the system power. Turn the server off, wait 10 seconds, and then power up the server. The startup may take several minutes.

Step 15 Skip to "Entering the Product Key and Reviewing the License Agreement" section.

MCS 7825-1133

Step 16 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 17 When the Type of Installation window opens, choose New Installation or Server Replacement; then, click Next.

Step 18 The New Installation or Server Replacement window displays a list of tasks that are performed during the installation. Click Next.

Step 19 If a Configuration Process window opens with a message about conducting an initial hardware configuration, click Next. The system reboots automatically.

Step 20 When a message prompts you to power off and on the server to complete the installation, turn the server off. Wait 10 seconds and then power up the server.

Step 21 Skip to "Entering the Product Key and Reviewing the License Agreement" section.

MCS 7835-733 and MCS 7835-1000

Step 22 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 23 When the Type of Installation window opens, choose New Installation or Server Replacement; then, click Next.

Step 24 A warning displays that configuration and data will be overwritten; click Next. The system automatically reboots.

Step 25 The New Installation or Server Replacement window displays a list of tasks that are performed during the installation. Click Next.

Step 26 When the Configuration Process window opens with a message about hardware detection, click Next. The system reboots automatically.

Step 27 When the Configuration Process window opens with a message about conducting an initial hardware configuration, click Next. The system reboots automatically.

Step 28 When a message prompts you to power off and on the server to complete the installation, turn the server off. Wait 10 seconds and then power up the server.

Step 29 Skip to "Entering the Product Key and Reviewing the License Agreement" section.

MCS 7835-1266 and MCS 7845-1400

Step 30 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 31 When the Type of Installation window opens, choose New Installation or Server Replacement; then, click Next.

Step 32 A warning displays that configuration and data will be overwritten; click Next. The system automatically reboots.

Step 33 A message prompts you to cycle the system power. Turn the server off, wait 10 seconds, and then power up the server. The startup may take several minutes.

Step 34 When the Configuration Process window opens with a message about conducting an initial hardware configuration, click Next. The system reboots automatically.

Step 35 When a message prompts you to power off and on the server to complete the installation, turn the server off. Wait 10 seconds and then power up the server.

Step 36 Skip to "Entering the Product Key and Reviewing the License Agreement" section.

IBM xSeries 330 Server

Step 37 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 38 When the Type of Installation window opens, choose New Installation or Server Replacement; then, click Next.

Step 39 The New Installation or Server Replacement window displays a list of tasks that are performed during the installation. Click Next.

Step 40 A warning displays that configuration and data will be overwritten; click Next. The system automatically reboots.

Step 41 Skip to "Entering the Product Key and Reviewing the License Agreement" section.

IBM xSeries 340, 342, or 345 Servers

Step 42 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 43 When the Type of Installation window opens, choose New Installation or Server Replacement; then, click Next.

Step 44 The New Installation or Server Replacement window displays a list of tasks that are performed during the installation. Click Next.

Step 45 When the Configuration Process window opens with a message about hardware detection, click Next. The system reboots automatically.

Step 46 Skip to "Entering the Product Key and Reviewing the License Agreement" section.


Installing the Operating System When You Want to Retain Existing Configuration Settings

This section applies if you want to install the operating system and use the existing configuration settings that apply to the cluster.

For a definition of Same Server Recovery, see the "Same Server Recovery" section.


Caution Before you perform this procedure, verify that you have a good backup on a network directory or tape device.

Procedure


Step 1 Locate the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM (CD #1).

Step 2 Insert the Cisco-provided operating system version 2000.2.3 CD-ROM into the CD-ROM drive and then restart the system immediately. Do not press any keys during the reboot.

Step 3 When the Cisco IP Telephony Applications Server QuickBuilder welcome window opens, click Next.

Step 4 When the Type of Installation window opens, choose Same Server Recovery; then, click Next.

Step 5 A warning message states that the installation erases all data. Click Next.

Step 6 In the Ready to Install window, click Next.

Step 7 Skip to the "Entering Server Configuration Data and Completing the Operating System Installation" section.


Entering the Product Key and Reviewing the License Agreement

In this portion of the installation, you will perform the following tasks:

Enter the Cisco product key for the Cisco IP telephony application that you want to install.

Read and agree to the terms in the End User License Agreement.

Ensure that the I am recovering a system from backup check box is unchecked.

Procedure


Step 1 Obtain the product key for the Cisco IP telephony application that you want to install.

To obtain the product key, click the URL for product keys in Table 1 or review the application installation documentation.


Note If you plan to install Cisco CallManager and CRS on the same server, make sure that you obtain the product key for co-resident applications. To obtain the product key and information about the co-resident configuration, refer to the CRS installation documentation.


Figure 2 shows the product key window.

Figure 2 Product Key Window

Step 2 Enter the product key; then, click Next.

Step 3 The End User License Agreement window opens. Read through the contents of the agreement. If you consent to the terms of the agreement, click I Agree. If you do not consent, you must terminate the installation by clicking Exit.

Step 4 Depending on the state of your server, the Server Replacement Option window may or may not display.

If this window does not display, go to Step 6.

If the window displays, perform one of the following procedures:

If you are installing the application for the first time, make sure that the I am recovering a system from backup check box is unchecked.

If you are performing a server replacement on the publisher database server and you are restoring the data, check the I am recovering a system from backup check box.

Step 5 Then, click Next.

Step 6 In the Ready to Complete Installation window, click Next.

Step 7 Continue the operating system installation by completing the steps in "Entering Server Configuration Data and Completing the Operating System Installation" section.


Entering Server Configuration Data and Completing the Operating System Installation

In this portion of the installation, which takes about 30 minutes, you will perform the following tasks:

Enter your user name, name of organization, computer name, and DNS suffix.

Join a workgroup, which serves as a requirement for the application installation.

Choose the appropriate time zone, date, and time.

Enter the server IP address, subnet mask, and default gateway.

Enter the primary and secondary IP addresses for DNS and WINS (or configure LMHosts). These entries serve as requirements for the Cisco CallManager installation.

Change the default community public name to ensure security within the Windows 2000 Simple Network Management Protocol (SNMP) agent.

Enable or disable Terminal Services.

Insert the server-specific Cisco IP Telephony Server Operating System Installation and Recovery CD-ROM to complete the operating system installation.

Using the data that you collected in Table 3, complete the following steps to configure each server:

Procedure


Step 1 The Cisco IP Telephony Applications Server Configuration Wizard begins. Click Next to continue.

The Cisco Registration window opens, as seen in Figure 3.

About Same Server Recovery

If you chose the Same Server Recovery option at the beginning of the installation, Cisco CallManager automatically populates the data entry fields with configuration data that was recovered from the backup. Do not change IP addresses or the computer name during the recovery.

If you did not join a Workgroup during the previous operating system installation, be aware that Cisco requires this configuration for the installation of the application.

If you did not configure DNS, WINS, or lmhosts file during the previous operating system installation, be aware that Cisco requires this configuration for the Cisco CallManager 3.3 installation.

About New Installation or Server Replacement

If you chose the New Installation or Server Replacement option at the beginning of the installation, you must enter the appropriate information in the following windows.

Figure 3 Cisco Registration Window

Configuring the Computer Name and DNS Domain Suffix (Required)

Ensure that the computer name comprises a unique network name of 15 characters or less. It may contain alpha and numeric characters, and hyphens (-), and must begin with an alphabetical character. Make sure that the computer name and workgroup labels follow the rules for ARPANET host names. Labels must start with a letter, end with a letter or digit, and have as interior characters only letters, digits, and hyphen.

Ensure that the DNS domain suffix is entered in the format "mydomain.com" or "company.mydomain.com." If you are not using DNS, use a fictitious domain suffix, such as acme.com.

Step 2 After the Cisco Registration window opens, enter your user name, the name of your organization, a computer name, and DNS suffix; then, click Next.

Configuring a Workgroup (Required for Cisco CallManager Installations and Upgrades)

Step 3 The Join Domain window displays whether the server is in a Workgroup or Domain. If the server exists in a Domain, Cisco requires that you place the server in a Workgroup. To join a Workgroup, perform the following procedure:

a. Enter a name of the Workgroup, for example, WRKGRP. Make sure that you enter a Workgroup name that is different than the Computer Name.

b. Click Next.

Step 4 Choose the appropriate time zone for the server. Set the current date and time; then, click Next.

The IP Address Configuration window opens, as seen in Figure 4. This window serves two purposes. You assign the IP address, subnet mask, and default gateway in the pane at the top of the window. In the pane at the bottom of the window, you enter the information to configure DNS and WINS. If you prefer to do so, you can choose to configure lmhosts file instead of DNS and WINS.

Figure 4 IP Address Configuration Window

Configuring a Static IP Address (Strongly Recommended)


Caution Cisco recommends choosing static IP information, which ensures that the Cisco CallManager server obtains a fixed IP address. With this choice, Cisco IP Phones can register with Cisco CallManager when you plug the phones into the network.

If you choose to use Dynamic Host Configuration Protocol (DHCP), Cisco Technical Assistance Center (TAC) requires that you reserve an IP address for each server in the DHCP server scope. This action prevents the release or reassignment of IP addresses. If you do not reserve IP addresses through the DHCP server scope, the DHCP server may assign a different address to the server if the server is disconnected from, and then reconnected to, the network. To return the server to its original IP address, you would have to reprogram the IP addresses of the other devices on the network.

Step 5 Cisco recommends that you choose Use the following IP address when prompted about the method that is used to configure the IP information.

Step 6 Enter the server IP address, subnet mask, and default gateway in the appropriate fields.

Configuring DNS, WINS, or lmhosts file (Required for Cisco CallManager Installations and Upgrades)


Caution You must have a name resolution method in place. If you are not using DNS or WINS, you must configure local name resolution by updating the lmhosts file with IP address and hostname information for every server in your cluster, as instructed in Step 8.

Step 7 If you are using DNS or WINS, click the Use the following DNS and WINS server addresses radio button; then, enter the IP addresses of the primary and secondary DNS servers and primary and secondary WINS servers. Click Next and continue to Step 9.

If you are not using DNS, leave the DNS and WINS fields empty. Make sure that the Use the following DNS and WINS server addresses radio button is not chosen, so you can configure local name resolution; then, click Next.

Step 8 If you did not enter DNS or WINS server information in the previous window, and if you are installing multiple servers in a cluster, you must configure local name resolution by updating the lmhosts file, so it contains a mapping of the IP address and hostname of each server in the cluster. Perform the following steps to configure the lmhosts file:

a. In the LMHost window, check the Check if you want to edit LMHosts file check box.

b. Enter the IP Address and Server Name.

For example:

172.16.0.10 dallascm1

c. Click Add Server.

d. Click Next to continue.


Note The Windows 2000 SNMP agent provides security through the use of community names and authentication traps. All SNMP implementations universally accept the default name "public." Cisco sets the community rights to none for security reasons. If you want to use SNMP with this server, you must configure it.


Step 9 When the SNMP agent window opens, be aware that Cisco sets the default community value to "public." If you want to change the value, enter a new name and then click Next.

Step 10 The installation process enables Terminal services automatically, so Cisco TAC can perform remote management and troubleshooting tasks. If you want, you can disable these services; then, click Next.

Step 11 The CD-ROM drive automatically opens. Remove CD #1 from the CD-ROM drive and insert the server-specific Cisco IP Telephony Server Operating System Installation and Recovery CD-ROM into the CD-ROM drive. The configuration process continues automatically after detection of the appropriate CD-ROM. The server begins an installation and reboot process that takes about 10 minutes to complete.

Step 12 The CD-ROM drive automatically opens. When you are prompted, remove the operating system CD-ROM and press any key to reboot. Windows 2000 setup begins and takes about 10 minutes to complete. Do not power down the server or press any keys during setup.

Entering an NT Administrator Password (Required for Application Installation)

Step 13 When the dialog box displays, enter an administrative password in the Password field; enter the same password in the Confirm Password field, and click OK.

If you leave the password fields blank, you cannot install any Cisco IP telephony applications on the server.

Make sure that you enter the same password on all servers in the cluster.

Step 14 The server reboots automatically.

Step 15 Log in to the server by using the administrative user name and password.

Step 16 Install the operating system on every server in the cluster that uses it.

Step 17 Perform Cisco IP telephony application installation and configuration procedures after you locate the appropriate documentation.


Upgrading the Operating System

The operating system upgrade CD-ROM and executable that is available on the web provide the latest service packs, hotfixes, and operating system components and services that are available for your server; to obtain the latest operating system hotfixes, service packs, and components, download the executable instead of using the CD-ROM.

Review the following documentation before you upgrade the operating system:

Cisco IP Telephony BIOS and Operating System Version Roadmap provides information on the latest Cisco-supported BIOS, operating system files, hotfixes, and service packs that are available for web download. This document also provides instructions for verifying versions of operating system hotfixes, service packs, etc.

To obtain this document, click http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm

The operating system readme that is available on the web provides the latest procedures, caveats, and descriptive information that is necessary for upgrading the operating system.

Performing Pre-Upgrade Tasks

Perform the tasks that are listed in Table 5 before you upgrade the operating system.

Table 5 Pre-Upgrade Tasks 

 
Pre-Upgrade Tasks
Important Notes

Step 1 

About Disabling Cisco-verified Applications

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

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

Antivirus services

Intrusion detection services

OEM server agents

Server management agents

VOIP monitoring/performance monitoring

Remote access/remote management agents

About Disabling McAfee Antivirus Services

Before you perform upgrade installation procedures, you must disable all Cisco-approved McAfee antivirus services. You can enable all antivirus services after you complete the application upgrade procedures, or after the operating system upgrade, if you do not plan to immediately upgrade the application.

About Disabling Cisco IDS Host Sensor Agents

If you have Cisco IDS Host Sensor Agents installed on the server, you must disable the following services before the upgrade:

entercept Agent

entercept Watchdog

entercept Notification Manager

entercept Server

You can enable and start the services after the application upgrade, or after the operating system upgrade, if you do not plan to immediately upgrade the application.

See "Disabling Cisco-Approved McAfee Antivirus Services" section.

For Cisco-verified Applications

To review a list of Cisco-verified applications that you should disable before the installation, click the following URL: http://www.cisco.com/pcgi-bin/ecoa/Search. In the Solution pane, click IP Telephony. From the Solution Category drop-down list box, choose Operations, Administration, and Maintenance (OAM). Click Search.


Caution For the change to take effect, reboot the server after you disable these applications. Before you start any upgrade, always verify that none of the services are running.

Step 2 

As ongoing performance management, download hotfixes and service patches on the server.

If necessary, install the latest Microsoft SQL Service 7.0 or 2000 service pack, depending on your application release.

If necessary, install the latest BIOS updates.

For more information, review Cisco IP Telephony BIOS and Operating System Version Roadmap. This document specifies compatible operating system versions and provides information for verifying the versions that exist on the server.

To obtain the document, click the following URL:

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

Perform the procedure in the "Obtaining the Operating System Upgrade, Service Patches, Hotfixes, and the Corresponding Documentation" section.

Step 3 

Make sure that you have a good backup of your data on a network directory or tape device.

If you back up your data to a local directory, the upgrade erases the data.

To start a backup now, right-click the backup icon in the Windows 2000 system tray. Choose Start Backup Now. The backup begins immediately.

To locate the log file, stiBackup.log, for the backup, use Windows Explorer to browse to the following folder: C:\Program Files\Common Files\Cisco\Logs.

For more information on the backup utility, refer to the backup documentation that accompanies your software.


Disabling Cisco-Approved McAfee Antivirus Services

To disable the McAfee antivirus services, perform the following procedure:


Step 1 Choose Start > Settings > Control Panel > Administrative Tools > Services.

Step 2 From the Services window, right-click one of the antivirus services; i.e, Network Associates Alert Manager, Network Associates McShield, or Network Associates Task Manager, and choose Properties.

Step 3 Verify that the General tab displays in the Properties window.

Step 4 From the Startup type drop-down list box, choose Disabled.

Step 5 Click Stop.

Step 6 Click OK.

Step 7 Perform the procedure to disable all Cisco-approved McAfee antivirus services; i.e., Network Associates Alert Manager, Network Associates McShield, and Network Associates Task Manager.


Obtaining the Operating System Upgrade, Service Patches, Hotfixes, and the Corresponding Documentation

To obtain the operating system upgrade executable, hotfixes, and service patches and the corresponding readme documentation, perform the following procedure:

Procedure


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

Step 2 Choose The Application (i.e., Cisco CallManager)> Download...Cryptographic Software... > Download Cisco 3DES Cryptographic Software under export licensing controls.

Step 3 Download the readme document for the file.

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

Step 4 Using the readme file as a reference, install the files.

Step 5 Perform this procedure on every server in the cluster.


Upgrade the Cisco IP telephony application after you locate the appropriate documentation.

Error Messages

Table 6 describes error messages that display in dialog boxes and the appropriate corrective actions. If you need to obtain the log files, see the "What if I encounter problems during the installation?" section.

Table 6 Error Messages 

Error Message
Corrective Action

THIS CD DOES NOT SUPPORT THIS MACHINE EJECT THE CD AND PRESS ANY KEY TO REBOOT.

The error message provides the corrective action.

Hardware Not Supported. OS version 2000.2.3a only supports the IBM X345. Eject the CD and press any key to reboot.

The error message provides the corrective action.

No recovery information is found. You must select New Installation.

You chose the Same Server Recovery option during the operating system installation, or the system cannot detect your recovery information. Choose the New Installation and Server Replacement option.

Quickbuilder could not find <file>. Please restart the Process and make sure you have the CD for the server inserted. If you get this again, your machine may not be supported by this CD.

The error message provides the corrective action.

The product key you entered will build an NT 4.0 operating system which is no longer a supported platform. Please enter another product key.

To obtain the correct product key, refer to the installation documentation for the application that you want to install on this server.

Cisco eServices is not supported as a stand alone server on this platform. Please enter a product key for a CallManager server, a CallManager server with Cisco eServices or abort the installation.

The error message provides the corrective action.

To obtain the correct product key, refer to the installation documentation for the application that you want to install on this server.

The product key you entered does not enable you to run the installation on this CD. Please enter another key or exit from the program.

The error messages provides the corrective action.

To obtain the correct product key, refer to the installation documentation for the application that you want to install on this server.

QuickBuilder cannot support hardware. The hardware detected is not supported by this CD. QuickBuilder cannot be run.

Locate the correct server, and install the operating system on the server.

Quickbuilder could not read your hard drive correctly. Please restart the Process. If you get this again, your machine may not be supported by this CD. Do you want to continue anyway?

The error message provides the corrective action.

model.txt file not found. The hardware model type could not be detected. QuickBuilder cannot be run.

Locate the correct server, and install the operating system on the server.

The IP address that you have entered for the IP address in lmhosts file is not valid. Please enter a valid IP address.

The error message provides the corrective action.

User Name, Organization, Computer Name, Workgroup and DNS Suffix are required entries.

Enter the requested information.

Computer Name must be 2 or more characters.

Enter the appropriate information.

The new Computer Name is a number. The name may not be a number.

See the "Computer name" section for guidelines.

The Workgroup and Computer Name cannot be the same.

Enter a different Workgroup name.

NT Domain or Workgroup are required entries.

Enter the appropriate information.

Workgroup must be 2 or more characters.

Enter the appropriate information.

The NT Domain Name and Computer Name cannot be the same.

Enter unique names.

Domain Name must be 2 or more characters.

Enter the appropriate information.

This is not a valid user name.

See the "User and organization name" section.

The password was not correctly confirmed. Please ensure that the password and confirmation match exactly.

The error message provides the corrective action.

The Primary DNS that you have entered for the IP address is not valid. Please enter a valid Primary DNS.

The error message provides the corrective action.

The Secondary DNS that you have entered for the IP address is not valid. Please enter a valid Secondary DNS.

The error message provides the corrective action.

The Secondary DNS server entry can not exist without Primary DNS server entry.

Enter the appropriate information for the Primary DNS server.

The Primary WINS that you have entered for the IP address is not valid. Please enter a valid Primary WINS.

The error message provides the corrective action.

The Secondary WINS that you have entered for the IP address is not valid. Please enter a valid Secondary WINS.

The error message provides the corrective action.

The Secondary WINS server entry can not exist without Primary WINS server entry.

Enter the appropriate information for the Primary WINS server.

The adapter requires at least one valid IP address. Please enter one.

The error message provides the corrective action.

The current drive configuration is not supported. This application will now exit.

Check the hardware specifications for the server. See Table 1.

Config file isn't found. Please supply config information again.

The error message provides the corrective action.

Failed to determine correct time zone settings. Please check your selections.

Time zone code is invalid.

Choose the correct time zone.

This entry must begin with a character value between 'A' and 'Z'

Enter a valid entry.

Spaces are not valid for this entry.

Enter a valid entry.

<The information that you entered> is not a valid entry. Please specify value between 1 and 223.

Enter a valid entry.

IP addresses starting with 127 are not valid because they are reserved for loopback addresses. Please specify some other valid value between 1 and 223.

The error message provides the corrective action.

<The information that you entered> is not a valid entry. Please specify value between 0 and 255.

The error message provides the corrective action.


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/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, 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.