Table Of Contents
Cisco Unified Wireless IP Phone 7920 Release Notes for Firmware Release 3.01
Use these Release Notes with the cmterm_7920.4.0-03-01 image for the Cisco Unified Wireless IP Phone 7920 running with Cisco Unified CallManager Versions 5.0, 4.2, 4.1, 4.0, or 3.3(4) and later.
These release notes describe important information and known problems for this release of the Cisco Unified Wireless IP Phone 7920. These release notes provide the following information:
Cisco Unified Wireless IP Phone 7920 Guide for Cisco Unified CallManager 4.0—Provides descriptions of phone tasks for the wireless IP Phone user. Refer to this guide at this link:
Cisco Unified Wireless IP Phone 7920 Administrator Guide for Cisco Unified CallManager—Provides instructions for configuring phone services and directories at this link:
For more information about the Cisco Unified Wireless IP Phone 7920, refer to the following publications available at this URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/english/wip7920/index.htm:
•Cisco Unified Wireless IP Phone 7920 Accessory Guide
•Cisco Unified Wireless IP Phone 7920 Design and Deployment Guide
•Regulatory and Compliance Information for the Cisco Unified Wireless IP Phone 7920
For information about configuring the Cisco Unified Wireless IP Phone 7920 in Cisco Unified CallManager, refer to the following publications for your version of Cisco Unified CallManager at this URL:
•Cisco Unified CallManager Administration Guide
•Cisco Unified CallManager System Guide
•Cisco Unified CallManager Features and Services Guide
•Cisco IP Telephony Local Installer
New and Changed Features
These sections describe new features and changes for the 3.0 and 3.01 firmware releases for the Cisco Unified Wireless IP Phone 7920.
New and Changed Features in Firmware Release 3.0
The new features and changes for the Cisco Unified Wireless IP Phone 7920 in firmware release 3.0 include:
EAP-FAST Security Feature
To provide more secure authentication in the wireless network, the Cisco Unified Wireless IP Phone 7920 now supports Extensible Authentication Protocol-Flexible Authentication via Secure Tunneling (EAP-FAST). You can use either WEP or Temporal Key Integrity Protocol (TKIP) encryption when using EAP-FAST.
A client server security architecture, EAP-FAST encrypts EAP transactions within a Transport Level Security (TLS) tunnel. The tunnel is based on Protected Access Credentials (PAC) for more secure authentication between the client and the RADIUS server.
Note•The default expiration for a PAC is one week in the Cisco Access Control Server (ACS). If the phone has an expired PAC, it will take approximately 20 seconds longer to authenticate with the RADIUS server while the phone gets a new PAC.
•If you were using LEAP prior to upgrading to firmware release 3.01, be aware that EAP mode may change to EAP-FAST after upgrading the firmware when EAP-FAST is enabled on the RADIUS server. With firmware release 3.01, the default setting for EAP mode is Auto. When using the Auto setting for EAP mode, EAP-FAST has precedence over LEAP.
•The Cisco Unified Wireless IP Phone 7920 supports only automatic PAC provisioning.
If using EAP-FAST with Cisco Airespace technology, you must increased the EAP session 802.1x timeout to at least 20 seconds to insure that the phone gets the PAC credentials successfully.
To change the session timeout on the Cisco Airespace AP. follow these steps:
Step 1 SSH or Telnet to Airespace controller(s.)
Step 2 Type "config advanced eap request-timeout 20".
Step 3 Type "save config".
Step 4 Type "y" to confirm.
If the Cisco Unified Wireless IP Phone 7920 firmware is downgraded to 2.0 or earlier and you are using EAP-FAST for authentication, the phone will not be able to authenticate. Firmware Release 2.0 does not support EAP-FAST, so you must use LEAP as your authentication method with earlier releases and enable it on the Cisco ACS.
Cisco Unified Wireless IP Phone 7920 Localization
Release 3.0 firmware provides these translated and localized versions of the phone:
Prior to upgrading to firmware release 3.0, download the locale-specific version of the Cisco Unified CallManager Locale Installer. You can find locale-specific versions of the Cisco Unified CallManager Locale Installer at http://www.cisco.com/kobayashi/sw-center/telephony/callmgr/locale-installer.shtml.
You must install the locale-specific version of the Cisco Unified CallManager Locale Installer on every Cisco Unified CallManager server in the cluster. Installing the locale installer ensures that you have the latest translated text, user and network locales, and country-specific phone tones available for the Cisco Unified IP Phones.
When running Cisco Unified CallManager Release 4.1 and later, refer to Using the Cisco Unified IP Telephony Locale Installer for Cisco Unified CallManager for your Cisco Unified CallManager release.
When running Cisco Unified CallManager Releases 5.0 and later, refer to the "Locale Installation" section in the Cisco IP Telephony Platform Administration Guide.
Note After modifying the user locale on the Cisco Unified Wireless IP Phone 7920, you must power cycle the phone.
Cisco Unified Wireless IP Phone 7920 for Australia and New Zealand
A version of the Cisco Unified Wireless IP Phone 7920 is now available for the Australia and New Zealand market. To comply with Australia and New Zealand requirements, this model (CP-7920-AU-K9) has a separate buzzer to ring the phone. The buzzer is supported with Version 3.01 firmware.
Because the phone rings only through the buzzer, other ring tones are not supported. All tones, including warning tone, play the same sound. The phone setting, Ring Tone Output, is not applicable to the Australia/New Zealand version of the phone.
The Cisco recommended headset (ear bud) does not comply with Australia and New Zealand requirements; therefore, this headset is not orderable for these regions. Other headsets are not qualified for use with the Cisco Unified Wireless IP Phone 7920.
For more information, refer to the Cisco Unified Wireless IP Phone 7920 Version 3.0 Data Sheet at:
Battery Life Improvement for Out of Range
When the Cisco Unified Wireless IP Phone 7920 goes outside of the wireless LAN range, the phone enters a power save mode that reduces scanning. The reduction in scanning can help preserve battery life.
After returning to the coverage area, the user can reconnect to the wireless LAN faster by pressing the Answer/Send (green key). The phone immediately scans all channels and attempts to reconnect to the wireless LAN.
Cisco Unified CallManager Release 4.1 Phone Features
The Cisco Unified Wireless IP Phone 7920 now supports this feature available with Cisco Unified CallManager, Release 4.1:
•Pickup Group enhancements that include the OPickUp softkey for accessing associated pickup group calls
•The auto-pickup system parameter that allows users to immediately connect to a call ringing in their pickup group.
Cisco Unified CallManager Release 4.2 Phone Features
The Cisco Unified Wireless IP Phone 7920 now supports these phone features available with Cisco Unified CallManager Release 4.2:
Pickup Notification Enhancements
This new feature allows users to receive an audio and/or visual alert when a call rings on a phone in pickup groups in which they are a member. For multiple line phones, the alert is available for pickup groups associated with the primary line only.
You can configure these notification parameters in the Call Pickup Group Configuration window:
•Type of notification (audio, visual, both, or neither)
•Content of the visual notification message (called party identification, calling party identification, both, or neither)
•Number of seconds delay between the time the call comes into the original called party and the notification to the rest of the call pickup group members
You can configure the type of audio notification that is provided when a phone is idle or in use in the Directory Number Configuration window.
Log Out of Hunt Groups
Logging out of hunt groups allows users to block incoming hunt group calls when they are away from the phone. Use the HLog softkey to log out of the hunt groups or to log back in.
Note Directed Call Park feature is not supported at this time.
Cisco Unified CallManager Release 5.0 Phone Features
The Cisco Unified Wireless IP Phone 7920 now supports the presence feature available with Cisco Unified CallManager, Release 5.0 by providing the busy lamp field (BLF) speed-dial feature. Users can determine the state of a phone line that is associated with a speed-dial number on their phone screen. Icons next to the phone screen show these presence states:
Note To make these new features available to Cisco Unified Wireless IP Phone 7920 users, you must upgrade your Cisco Unified CallManager system with the latest DevPack patch for your release of Cisco Unified Callmanager. See the "Installing the New Firmware Image" section.
Voice Quality Metrics
Administrators can configure the Cisco Unified Wireless IP Phone 7920 to collect call diagnostics and voice quality metrics by setting the Call Diagnostics Enabled and CDR flag to True in the Cisco Unified CallManager Service Parameters.
You can view the metrics to monitor voice quality and troubleshoot network problems by using the Call Statistics screen on the phone. The Call Statistics screen on the phone displays counters, statistics, and voice quality metrics in the following ways:
•During call—You can view the call information by displaying the Call Statistics screen.
•After the call—You can view the call information captured during the last call by displaying the Call Statistics screen.
To access the Call Statistics screen during the call or after the call, press Menu > Phone Settings > Phone Status > Call Statistics.
Note You can remotely view the call statistics information by using a web browser to access the Phone web page.
To measure the voice quality of calls that are sent and received within the network, Cisco Unified IP Phones use statistical metrics that are based on concealment events.
To use the metrics for monitoring voice quality, record the typical scores under normal conditions of zero packet loss, and use the metrics as a baseline for comparison.
Phone Web Page
To remotely monitor the Cisco Unified Wireless IP Phone 7920, administrators can use a browser to view the phone web page that displays the following:
For instructions to access the phone web page and details about this information, refer to the "Monitoring the Cisco Unified Wireless IP Phone Remotely" chapter in the Cisco Unified Wireless IP Phone 7920 Administration Guide.
The Cisco Unified Wireless IP Phone 7920 has the ability to pass the ring tone to the headset. To change the ring tone output setting, choose Menu > Phone Settings > Ring Tones > Output. The choices are:
By default, the ring tone output is sent to the speaker.
Automatic Keypad Lock
Users can set their phone to automatically lock the keypad after a time interval. To set the auto lock feature, choose Menu > Phone Settings > Auto Keylock and select one of these intervals:
•Auto 15 seconds
•Auto 30 seconds
•Auto 60 seconds
To unlock the keypad, press and hold the # key, then select OK to confirm.
By default, the auto keylock is off.
The auto keylock feature is enabled only when the phone is idle and on the main screen.
Site Survey Screen Changes
The Site Survey screen in the phone has been updated to include the following new information:
•The last octet of the MAC address displays for each access point (AP)
•The SSID for the associated AP is at the bottom of the screen
•The Details screen displays the host name for each AP
Access the Site Survey screen by choosing Menu > Network Config > Site Survey.
For more information about the Site Survey screen, refer to the "Verifying the Wireless Network Configuration on the Cisco Unified Wireless IP Phone" in the Cisco Unified Wireless IP Phone 7920 Administration Guide.
Cisco 7920 Configuration Utility Changes
The Cisco 7920 Configuration Utility, Release 3.0 supports the new features in Cisco Unified Wireless IP Phone 7920 firmware release 3.0 and 3.01.
New and Changed Features in Firmware Release 3.01
The new features and changes for the Cisco Unified Wireless IP Phone 7920 in firmware release 3.01 include:
Cisco Unified Wireless IP Phone 7920 Localization
Release 3.01 provides these additional translated and localized versions of the phone:
Prior to upgrading to firmware release 3.01, download the locale-specific version of the Cisco Unified CallManager Locale Installer and configure the languages in Cisco Unified CallManager. For more information, see "Cisco Unified Wireless IP Phone 7920 Localization" section.
Phone Book Changes
When resetting the Cisco Unified Wireless IP Phone 7920 back to factory defaults, all the previously configured Phone Book entries are now erased. This saves the administrator time when moving a wireless IP phone from one user to another, because the administrator no longer has to delete each individual Phone Book entry.
Cisco Unified CallManager Product Specific Configuration Changes
The Phone Configuration page in Cisco Unified CallManager Administration includes these additions to the Product Specific Configuration section for the Cisco Unified Wireless IP Phone 7920:
•Coverage Warning—This setting controls whether an idle phone that is no longer within the service coverage area, can give an audible beep tone. Default setting is Off.
Note When a user is on a call and travels out of the coverage area, the phone always provides a beep tone.
•Cisco Discovery Protocol—This setting controls whether CDP packets are sent from the phone. Default setting is Enabled.
•Web Access—This setting controls whether the web server is accessible for access to remote monitoring. Default setting is Enabled.
Phone Alert Changes for XML Applications
Users can now set how many times an alert plays when an XML application sends an alert tone to a phone user. Under the Phone Settings menu, a new submenu called "Alert Replay," allows a user to set the number of replays for the alert tone. If set to 9, the alert tone plays 9 times. Default setting is 1.
To change the alert replay, follow these steps:
Step 1 Choose Menu > Phone Settings > Alert Replay.
Step 2 Press Edit and enter a number from 0 to 9. (The default setting is 1.)
Step 3 Press OK to save the change.
Step 4 Press Back to return to the main menu.
Users can also set the volume of the alert when an XML application sends an alert tone to a phone user.
To change the alert volume, follow these steps:
Step 1 Choose Menu > Profiles > User Profiles> (profile name).
Step 2 Select Alert Volume.
Step 3 Press the right arrow to increase the volume or the left arrow to decrease the volume.
Step 4 Press Back to return to the main menu.
Support for Vibrate Feature with XML Applications
With firmware release 3.01, the Cisco Unified Wireless IP Phone 7920 can now receive a URI message from a third party XML application that activates the vibrate device on the phone. You can use these parameters to customize the vibration sequence:
Vibrate Duration—Sets the vibrate-on interval in milliseconds
Silence Duration—Sets the vibrate-off interval in milliseconds
Count—Sets the number of times to repeat the vibrate on/off sequence
Syntax for the vibrate URI is:
Idle Phone Battery Life Improvements
Cisco Unified Wireless IP Phone 7920 Firmware Release 3.01 includes enhancements to maximize the battery life when the phone is idle.
UDI information is now available on Cisco Unified Wireless IP Phone 7920 phone in the Phone Settings menu.
To view the UDI information, follow these steps:
Step 1 Choose Menu > Phone Settings > Phone Status.
Step 2 Select UDI to see this information:
•Product number (PID)
•Vendor number (VID)
•Serial number of the phone
Step 3 Press Back to return to the main menu.
Incoming Call Alert Options
Users can now control their incoming call alerts when on an active call. By using a new menu option called Ring Settings, users can configure their phone to "Beep Only" when they are on an active call and receiving a new call.
If set to "CCM Setting," the phone uses the line settings option that is configured in Cisco Unified CallManager Administration to alert them of an incoming call. These settings include:
To change the ring setting option, follow these steps:
Step 1 Choose Menu > Phone Settings > Ring Tones > Ring Setting.
Step 2 Select one of these options:
•Beep Only (This is the default setting.)
Step 3 Press Back to return to the main menu.
Roaming Threshold Changes
To accommodate some locations that require more aggressive roaming parameters, new options are available in the "Roaming" hidden menu.
To change the roaming algorithm, follow these steps:
Step 1 Activate the hidden phone menus.
Step 2 Choose Menu >Network Config> 802.11b Configuration > Wireless Settings > Roaming.
Step 3 Select Roaming Algorithm and make one of these choices:
•Automatic—Keeps current roaming mechanism where the wireless IP phone roams using dynamic thresholds depending on the current RSSI.
•Static—Press Edit and enter customized settings for these new parameters:
–Roam Holdoff—Sets the hold off time for roaming events to prevent back-to-back roaming.
–RSSI Thld—Sets the minimum acceptable signal threshold to which the wireless IP phone can roam.
–RSSI Diff Thld—Sets the signal difference threshold between the current AP and the next AP to which the wireless IP phone can roam.
Step 4 Press Back to return to the main menu.
Off-Hook Flash Feature
The Cisco Unified Wireless IP Phone 7920 phone now supports the off-hook flash feature through a new hidden menu called Off-Hook. If the Off-Hook setting is enabled on the phone, when the user presses the Answer/Send key without dialing a number, the phone sends an SCCP "Off-Hook" message to Cisco Unified CallManager. The user no longer has access to the last number redial list of phone numbers which is the standard function when pressing the Answer/Send button.
To change the off-hook option, follow these steps:
Step 1 Activate the hidden phone menus.
Step 2 Choose Menu > Phone Settings > Off-Hook.
Step 3 Select Off-Hook
Step 4 Select one of these choices:
•Disable—Provides the list of the last numbers dialed when the user presses the Answer/Send button. (This is the default setting.)
•Enable—Sends an SCCP "Off-Hook" message to Cisco Unified CallManager.
Step 5 Press Back to return to the main menu.
This section provides information about using the Cisco Unified Wireless IP Phone 7920 with Cisco Unified CallManager 5.0, 4.2, 4.1, 4.0, 3.3(4), and later:
Installing the New Firmware Image
Before using the Cisco Unified Wireless IP Phone 7920 with Cisco Unified CallManager, you must install the version 3.01 firmware image on all Cisco Unified CallManager systems that run TFTP service. To load the version 3.01 firmware image for the Cisco Unified Wireless IP Phone 7920, follow these steps:
Note To make the new features available to Cisco Unified Wireless IP Phone 7920 users, you must upgrade your Cisco Unified CallManager system with the latest DevPack patch for your release of Cisco Unified CallManager. You can download the latest DevPack patch with the new CSV and XML schema at this URL:
Step 1 Go to this URL:
Step 2 Click one of the following hyperlinks, and follow the prompts to download the firmware:
•For Cisco Unified CallManager release 4.2 and earlier:
•For Cisco Unified CallManager release 5.0:
•For Cisco Unified CallManager release 5.0(4) and later:
Step 3 Go back to the URL shown in Step 1, click the following hyperlink and follow the prompts to download the Readme file, which contains installation instructions for the corresponding firmware:
cmterm-7920-sccp.3-0-1.Readme.htm—For Cisco Unified CallManager 4.2 and earlier and Cisco Unified CallManager 5.0
Step 4 Follow the instructions in the Readme file to install the firmware.
Note•To downgrade firmware to version 1.09 or earlier, you must use the Cisco 7920 Configuration Utility to perform the downgrade.
•If the phone firmware is earlier than version 1.03 or the phone is configured in Cisco Unified CallManager as an IP Phone 7960 (releases prior to 3.3(3)SR1), you also need the os7920.txt file which is installed with the firmware.
Using the Cisco Unified Wireless IP Phone 7920 with Cisco Unified CallManager Express
If you are using the Cisco Unified Wireless IP Phone 7920 with Cisco Unified CallManager Express 3.1 or later, you can download the version 3.01 firmware image file cmterm_7920.4.0-03-01.bin from the software download center at the following URL:
Note•Cisco CME versions 3.1 and later support the Cisco 7920 phone type and do not require the phone load image helper file.
•If the phone firmware is earlier than version 1.03 or the phone is configured in Cisco Unified CallManager Express as an IP Phone 7960 (releases prior to 3.1) you also need the os7920.txt file. You can create this file by using a text editor such as Notepad. Create a new file with the name, os7920.txt and enter the firmware image name: cmterm_7920.4.0-03-01.
To install the version 3.01 firmware with Cisco Unified CallManager Express, you must manually copy the firmware image file cmterm_7920_4.0-03-01.bin to the Cisco Unified CallManager Express TFTP server (router flash) and enable it for TFTP. Update the 7920 load name to cmterm_7920.4.0-03-01.
For information about this procedure, refer to the "Setting Up Phones" chapter in the Cisco Unified CallManager Express Administration Guide for your version of Cisco CME at this URL:
This section provides general information about using and supporting the Cisco Unified Wireless IP Phone 7920 in your system.
Reducing the Holdoff Time for TKIP Countermeasure Mode
The Cisco Unified Wireless IP Phone 7920 may transmit a message integrity check (MIC) error to the access point when using TKIP. If the access point receives two MIC errors within 60 seconds, then the access point enters Countermeasure mode in which all associated TKIP clients are de-authenticated for the duration of the Countermeasure Holdoff time.
You can reduce the Holdoff time for TKIP Countermeasure mode to less than 60 seconds (the default value) on the access point.
Use this command on your access point configuration:Interface dot11radio 0Countermeasure tkip hold-time seconds
where seconds is the holdoff time. Suggested values are from 0 to 3.
Regulatory Domains for Cisco Unified Wireless IP Phone 7920
Be aware that you can use a Cisco Unified Wireless IP Phone 7920 only within the region in which it is purchased. The Cisco Unified Wireless IP Phone 7920 might not function properly in another region. The Cisco Unified Wireless IP Phone 7920 is manufactured and sold for specific regulatory domains. These domains, such as North America and Japan, have regulations that control the radio frequency (RF) channels and transmission power that are available for wireless phones.
You can determine the regulatory domain for your phone by accessing the Domain menu from Phone Settings. Choose Menu > Phone Settings > Phone Status > Domain. A check mark displays next to one of these settings as shown in Table 1.
Table 1 Supported Regulatory Domains
Regulatory Domain Number Geographic Region
North America, Australia, New Zealand
Asian and Pacific
Cisco Unified CallManager Unit License
You need a Cisco Unified CallManager unit license for each Cisco Unified Wireless IP Phone 7920. Depending on the bundle that you order, you might need to order a license. For more information, refer to Cisco Unified Wireless IP Phone 7920 Data sheet at this URL:
Supported Access Points
The Cisco Unified Wireless IP Phone 7920 supports Cisco Aironet Access Points (APs) that can run Cisco IOS in autonomous mode and APs that run in lightweight mode with lightweight access point protocol (LWAPP) and using a wireless LAN controller. Table 2 lists the supported AP models and their operation mode in the WLAN.
Wi-Fi compliant APs that are manufactured by third-party vendors should function with the Cisco Unified Wireless IP Phone 7920, but might not support key features such as Dynamic Transmit Power Control (DTPC), ARP-caching, LEAP/EAP-FAST, or QBSS.
Note Voice over the wireless LAN (VoWLAN) does not currently support MESH technology such as Cisco Aironet 1500 Series Lightweight Outdoor Mesh Access Points.
This section provides information about the following:
Known problems (bugs) are graded according to severity level. These release notes contain descriptions of:
•All severity level 1 or 2 bugs.
•Significant severity level 3 bugs.
You can search for problems by using the Cisco Software Bug Toolkit. To access Bug Toolkit, you need the following items:
•Cisco.com user ID and password
To use the Software Bug Toolkit, follow these steps:
Step 1 To access the Bug Toolkit, go to http://www.cisco.com/pcgi-bin/Support/Bugtool/launch_bugtool.pl.
Step 2 Log on with your Cisco.com user ID and password.
Step 3 Click the Launch Bug Toolkit hyperlink.
Step 4 To look for information about a specific problem, enter the bug ID number in the "Enter known bug ID" field and click Search.
Table 3 describes the problems that are known to exist in the firmware release 3.01 for the Cisco Unified Wireless IP Phone 7920.
Table 4 lists the resolved problems in firmware release 3.01 for the Cisco Unified Wireless IP Phone 7920.
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
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Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
From this site, you will find information about how to:
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Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:
•For Emergencies only — email@example.com
An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.
•For Nonemergencies — firstname.lastname@example.org
In an emergency, you can also reach PSIRT by telephone:
•1 877 228-7302
•1 408 525-6532
Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x.
Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone numbers before sending any sensitive material to find other means of encrypting the data.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Technical Support & Documentation Website
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Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—An existing network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired, while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
•The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:
•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:
•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:
•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:
•Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:
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