Guest

Cisco Unity

Multiple Phone System Integration Guide for Cisco Unity 4.2

 Feedback

Table Of Contents

Multiple Phone System Integration Guide for Cisco Unity 4.2

Integration Tasks

Task List to Create Multiple Phone System Integrations

Task List to Delete an Existing Phone System Integration

Task List to Replace an Existing Phone System Integration with a New Phone System Integration

Requirements

Maximum Supported Combinations

Maximum Number of Phone System Types

Maximum Number of Integrations for Each Phone System Type

Creating Multiple Phone System Integrations

Deleting an Existing Phone System Integration

Replacing an Existing Phone System with a New Phone System


Appendix: Combining Cisco Unified CallManager SCCP and Cisco Unified CallManager Express SCCP in One Integration


Appendix: Documentation and Technical Assistance

Conventions

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Multiple Phone System Integration Guide for Cisco Unity 4.2


Revised August 14, 2006

This document applies to Cisco Unity 4.2. It provides instructions for integrating multiple phone systems with Cisco Unity (up to a maximum of 9 phone systems), deleting one of the phone systems that is integrated with Cisco Unity, and replacing one phone system with another phone system in a Cisco Unity integration.


Caution A trunk must be set up between the integrated phone systems so that Cisco Unity can transfer calls from one integrated phone system to another integrated phone system. Otherwise, Cisco Unity cannot transfer calls between integrated phone systems. For details on setting up a trunk between phone systems, refer to the phone system documentation.

Integration Tasks

Before doing the following tasks to integrate Cisco Unity with multiple phone systems, confirm that the Cisco Unity server is ready for the integration by completing the applicable tasks in the applicable Cisco Unity installation guide.

The following task lists describe the process for creating, deleting, and replacing the integrations.

Task List to Create Multiple Phone System Integrations

Use the following task list to integrate multiple phone systems with Cisco Unity. If you are installing a new Cisco Unity server by using the applicable Cisco Unity installation guide, you may have already completed some of the following tasks.

1. Review the system and equipment requirements to confirm that all phone system and Cisco Unity server requirements have been met. See the "Requirements" section.

2. Confirm that the combination of phone systems is supported in a multiple phone system integration with Cisco Unity. See the "Maximum Supported Combinations" section.

3. Create the integration. See the "Creating Multiple Phone System Integrations" section.


Note Multiple Cisco Unified CallManager clusters can be integrated by creating a new integration for each Cisco Unified CallManager cluster in UTIM or by adding new clusters to an existing Cisco Unified CallManager integration in UTIM. For instructions, refer to the "Creating an Integration with a Second Cluster of Cisco Unified CallManager" section in the applicable Cisco Unified CallManager integration guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.


4. Repeat Task 1. through Task 3. for each remaining phone system.

Task List to Delete an Existing Phone System Integration

Use the following task list to delete one of the phone systems that is integrated with Cisco Unity (for example, to change from two phone system integrations to a single phone system integration).

1. Start the Cisco Unity Telephony Integration Manager (UTIM). See the "Deleting an Existing Phone System Integration" section.

2. Delete the existing integration. See the "Deleting an Existing Phone System Integration" section.

3. Reassign the subscribers and call handlers who had been homed on the deleted phone system integration to a remaining phone system integration. See the "Deleting an Existing Phone System Integration" section.

Task List to Replace an Existing Phone System Integration with a New Phone System Integration

Use the following task list to replace an existing phone system with a new phone system and to reassign the subscribers and call handlers to the new phone system.

1. Review the system and equipment requirements to confirm that all phone system and Cisco Unity server requirements have been met. See the "Requirements" section.

2. Confirm that the combination of phone systems is supported in a multiple phone system integration with Cisco Unity. See the "Maximum Supported Combinations" section.

3. Create the integration for the new phone system. See the "Replacing an Existing Phone System with a New Phone System" section.

4. Delete the old phone system. See the "Replacing an Existing Phone System with a New Phone System" section.

5. Reassign the subscribers and call handlers who had been homed on the deleted phone system to the new phone system. See the "Replacing an Existing Phone System with a New Phone System" section.

Requirements

Cisco Unity has the following requirements for multiple phone system integrations:

All phone system and Cisco Unity server requirements have been met. Refer to the applicable Cisco Unity integration guides at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

There must be an adequate number of voice messaging ports on the Cisco Unity server to connect to the phone systems. This number must not exceed the number of ports that are enabled by the Cisco Unity license files.

For a single Cisco Unity server (or a failover pair), all extensions must be unique. The dial plans for the phone systems must not overlap.

If overlapping dial plans cannot be avoided, you must install a Cisco Unity server for each phone system, digitally network the servers, and set up dialing domains to accommodate the overlapping dial plans. Refer to the applicable Networking in Cisco Unity Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_feature_guides_list.html.

Maximum Supported Combinations

Cisco Unity 4.2 supports a maximum total of 9 simultaneous phone system integrations with the maximum numbers described in the following sections:

Maximum Number of Phone System Types

Maximum Number of Integrations for Each Phone System Type

Maximum Number of Phone System Types

Cisco Unity can integrate at the same time with all four of the phone system types that UTIM supports:

SCCP (Cisco Unified CallManager and Cisco Unified CallManager Express only)

For additional information about this phone system type, see the "SCCP Phone System Type Notes" section.

SIP (including Cisco Unified CallManager and Cisco Unified CallManager Express)

For additional information about this phone system type, see the "SIP Phone System Type Notes" section.

Circuit-Switched via Voice Cards

Circuit-Switched Phone System via Intel PIMG

For additional information about this phone system type, see the "Circuit-Switched Phone System via Intel PIMG Phone System Type Notes" section.

For example, Cisco Unity can integrate with the following phone systems at one time (a total of four phone system integrations):

A circuit-switched phone system through PIMG units

A Cisco Unified CallManager SCCP phone system

A circuit-switched phone system through voice cards

A Cisco Unified CallManager SIP phone system

Note that Cisco Unity also supports multiple phone system integrations of certain phone system types. For details, see the "Maximum Number of Integrations for Each Phone System Type" section.

SCCP Phone System Type Notes

The SCCP phone system type includes integrations through Skinny Call Control Protocol of the following phone systems:

Cisco Unified CallManager

Cisco Unified CallManager Express

For Cisco Unified CallManager phone systems, note that Multiple Cisco Unified CallManager clusters can be added to an existing Cisco Unified CallManager integration in UTIM by adding new clusters to the integration. Because subscribers are associated with the integration and not with an individual cluster, adding a cluster to an integration does not count against the maximum integration total. For instructions on adding clusters to a Cisco Unified CallManager integration in UTIM, refer to the "Creating an Integration with a Second Cluster of Cisco Unified CallManager" section in the applicable Cisco Unified CallManager integration guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

For Cisco Unified CallManager Express SCCP phone systems, note that Cisco Unified CallManager Express can be added to an existing Cisco Unified CallManager SCCP integration in UTIM by adding a new cluster to the integration. Because subscribers are associated with the integration and not with an individual cluster, adding a cluster to an integration does not count against the maximum integration total. For instructions on adding Cisco Unified CallManager Express SCCP to a Cisco Unified CallManager SCCP integration, see the Appendix: Combining Cisco Unified CallManager SCCP and Cisco Unified CallManager Express SCCP in One Integration.

SIP Phone System Type Notes

The SIP phone system type includes integrations of the following phone systems:

Cisco Unified CallManager through SIP trunk

Cisco Unified CallManager Express through SIP trunk

Cisco SIP Proxy Server

QSIG/DPNSS circuit-switched phone systems that integrate through the Cisco EGW 2200

Note that multiple phone system integrations with other phone systems are not supported for QSIG/DPNSS circuit-switched phone systems.

Circuit-Switched Phone System via Intel PIMG Phone System Type Notes

For circuit-switched phone systems that integrate with Cisco Unity through PIMG units, note that adding PIMG units to the integration does not count against the maximum integration total. The number of PIMG units that are used by all integrations is not limited.

Maximum Number of Integrations for Each Phone System Type

For each phone system type, Cisco Unity supports the maximum number of simultaneous integrations that are shown in Table 1.

Table 1 Maximum Number of Simultaneous Integrations for Each Phone System Type 

Phone System Type in UTIM
Maximum Simultaneous Integrations of This Type

SCCP

9

SIP

1

Circuit-Switched via Voice Cards

1

Circuit-Switched Phone System via Intel PIMG

9


For example, Cisco Unity can be integrated with the following phone systems at one time (a total of seven phone system integrations):

Three circuit-switched phone systems through PIMG units

Two Cisco Unified CallManager phone systems through Skinny Call Control Protocol (SCCP)

One circuit-switched phone system through voice cards

One Cisco Unified CallManager phone systems through SIP trunk

Creating Multiple Phone System Integrations

After ensuring that the Cisco Unity server and the phone systems are ready for the integration, do the following procedure.

To Create Multiple Phone System Integrations


Step 1 Integrate one phone system with Cisco Unity. Refer to the applicable Cisco Unity integration guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

You can integrate the phone systems with Cisco Unity in any order.

Step 2 Repeat Step 1 for the remaining phone systems.

Step 3 Revise the applicable subscriber templates and call handler templates so that new subscribers and call handlers will be automatically assigned to the phone system that you want. For details, refer to the applicable Cisco Unity System Administration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.


Deleting an Existing Phone System Integration

If you want to delete an existing phone system integration (for example, you have replaced the phone system with which Cisco Unity originally integrated), do the following procedure.

To Delete an Existing Phone System Integration


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane, double-click Unity Server. The existing integrations appear.

Step 3 Click the integration that you want to delete.

Step 4 On the Integration menu, click Delete.

Step 5 Follow the on-screen instructions to assign the subscribers and call handlers of the deleted phone system integration to another phone system integration.

Step 6 At the prompt to restart the Cisco Unity services, click Yes. The Cisco Unity services restart.

Alternatively, you can restart the Cisco Unity services in UTIM on the Tools menu by clicking Restart Cisco Unity.

Step 7 Revise the applicable subscriber templates and call handler templates so that new subscribers and call handlers will be automatically assigned to another phone system. For details, refer to the applicable Cisco Unity System Administration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

Step 8 If the integration that you deleted used voice cards, remove the voice cards from the Cisco Unity server.


Replacing an Existing Phone System with a New Phone System

If you want to replace an existing phone system with a new phone system, you can use a temporary multiple phone system integration to automatically reassign to the new phone system all of the subscribers and call handlers who are currently assigned to the existing phone system. This process involves the following tasks:

1. Create a second integration for the new phone system.

2. Delete the integration for the existing phone system.

3. UTIM reassigns to the new phone system all of the subscribers and call handlers who are currently assigned to the existing phone system.

Do the following procedure.

To Replace an Existing Phone System with a New Phone System, Then Reassign Subscribers and Call Handlers


Step 1 Integrate the new phone system with Cisco Unity. Refer to the applicable Cisco Unity integration guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

Step 2 If the UTIM window is not open, on the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 3 In the left pane, double-click Unity Server. The existing integrations appear.

Step 4 Click the existing integration (the integration that you want to delete).

Step 5 On the Integration menu, click Delete.

Step 6 Follow the on-screen instructions to reassign the subscribers and call handlers of the deleted phone system integration to the remaining phone system integration.


Note Detailed instructions are also available through Help.


Step 7 At the prompt to restart the Cisco Unity services, click Yes. The Cisco Unity services restart.

Alternatively, you can restart the Cisco Unity services in UTIM on the Tools menu by clicking Restart Cisco Unity.

Step 8 If the integration that you deleted used voice cards, remove the voice cards from the Cisco Unity server.

Step 9 Revise the applicable subscriber templates and call handler templates so that new subscribers and call handlers will be automatically assigned to the new phone system. For details, refer to the applicable Cisco Unity System Administration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.



Appendix: Combining Cisco Unified CallManager SCCP and Cisco Unified CallManager Express SCCP in One Integration


Cisco Unity can be integrated through Skinny Call Control Protocol (SCCP) with both Cisco Unified CallManager and Cisco Unified CallManager Express. There are, however, the following considerations:

The Cisco Unified CallManager SCCP integration must have already been created before creating the Cisco Unified CallManager Express SCCP integration. The Cisco Unified CallManager Express SCCP integration must not be created first.

The Cisco Unified CallManager Express server is added as a second cluster to the Cisco Unified CallManager SCCP integration.

All MWI requests are sent to both Cisco Unified CallManager and Cisco Unified CallManager Express clusters in the SCCP integration.

To create a single integration with both Cisco Unified CallManager SCCP and Cisco Unified CallManager Express SCCP, do the following procedure.

To Combine Cisco Unified CallManager Express SCCP and Cisco Unified CallManager SCCP in One Integration


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane, expand Unity Server so that the existing integrations appear.

Step 3 Click the Cisco Unified CallManager SCCP integration.

Step 4 On the Cluster menu, click New.

Step 5 In the Add Server dialog box, enter the following settings and click OK.

Table 2 Settings for Add Server Dialog Box 

Field
Setting

IP Address or Host Name

Enter the IP address of the Cisco Unified CallManager Express router. This setting must match the IP source address entered by the ip source-address command on the Cisco Unified CallManager Express router.

Port

Enter the TCP port of the Cisco Unified CallManager Express router. This setting must match the TCP port entered by the ip source-address command on the Cisco Unified CallManager Express router. The default port is 2000.

TLS Port

Leave this setting blank. Cisco Unified CallManager authentication and encryption is not supported for integrations with Cisco Unified CallManager Express.

This Server Is Cisco Unified CallManager Express

Check this check box.


Step 6 When prompted that the new cluster has been created, click OK.

Step 7 On the Servers tab, enter the following settings.

Table 3 Settings for Servers Tab 

Field
Setting

Display Name

Enter the name you will use to identify this Cisco Unified CallManager Express phone system.

Cisco Unified CallManager Device Name Prefix

Enter the prefix Cisco Unified CallManager Express uses in the vm-device-id name before the port number; this prefix must match the prefix used by the Cisco Unified CallManager Express router.


Step 8 Click the MWI tab.

Step 9 Enter the following settings.

Table 4 Settings for MWI Tab 

Field
Setting

On Extension

Enter the MWI on directory number that you specified in the ephone-dn configuration mode of the Cisco Unified CallManager Express router.

Off Extension

Enter the MWI off directory number that you specified in the ephone-dn configuration mode of the Cisco Unified CallManager Express router.


Step 10 Click the Ports tab.

Step 11 Click Add Port.

Step 12 In the Add Port dialog box, in the number of Ports to Add field, enter the number of voice messaging ports that you want to create in Cisco Unity to connect to the Cisco Unified CallManager Express router.

Step 13 Click OK.

Step 14 On the Ports tab, enter the settings that you want for the voice messaging ports.

Step 15 Click Save.

Step 16 At the prompt to restart the Cisco Unity services, click Yes. The Cisco Unity services restart.

Alternatively, you can restart the Cisco Unity services in UTIM on the Tools menu by clicking Restart Cisco Unity.

Step 17 Exit UTIM.



Appendix: Documentation and Technical Assistance


Conventions

The Multiple Phone System Integration Guide for Cisco Unity 4.2 uses the following conventions.

Table 5 Multiple Phone System Integration Guide for Cisco Unity 4.2 Conventions 

Convention
Description

boldfaced text

Boldfaced text is used for:

Key and button names. (Example: Click OK.)

Information that you enter. (Example: Enter Administrator in the User Name box.)

< >

(angle brackets)

Angle brackets are used around parameters for which you supply a value. (Example: In the Command Prompt window, enter ping <IP address>.)

-

(hyphen)

Hyphens separate keys that must be pressed simultaneously. (Example: Press Ctrl-Alt-Delete.)

>

(right angle
bracket)

A right angle bracket is used to separate selections that you make:

On menus. (Example: On the Windows Start menu, click Settings > Control Panel > Phone and Modem Options.)

In the navigation bar of the Cisco Unity Administrator. (Example: Go to the System > Configuration > Settings page.)

[x]

(square brackets)

Square brackets enclose an optional element (keyword or argument). (Example: [reg-e164])

[x | y]

(vertical line)

Square brackets enclosing keywords or arguments separated by a vertical line indicate an optional choice. (Example: [transport tcp | transport udp])

{x | y}

(braces)

Braces enclosing keywords or arguments separated by a vertical line indicate a required choice. (Example: {tcp | udp})


The Multiple Phone System Integration Guide for Cisco Unity 4.2 also uses the following conventions:


Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the document.



Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

For descriptions and URLs of Cisco Unity documentation on Cisco.com, see the About Cisco Unity Documentation. The document is shipped with Cisco Unity and is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/about/aboutdoc.htm.

Obtaining Documentation

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.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium. The DVD enables you to access multiple versions of installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the same HTML documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .PDF versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL:

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

Ordering Documentation

Registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

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

Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.

Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

You can submit comments about Cisco documentation by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you will find information about how to:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories, security notices, and security responses for Cisco products is available at this URL:

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

To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

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 — security-alert@cisco.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 — psirt@cisco.com

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:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

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

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:

http://www.cisco.com/techsupport

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:

http://tools.cisco.com/RPF/register/register.do


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:

http://www.cisco.com/techsupport/servicerequest

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:

http://www.cisco.com/techsupport/contacts

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:

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

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

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

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:

http://www.ciscopress.com

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:

http://www.cisco.com/packet

iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

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

or view the digital edition at this URL:

http://ciscoiq.texterity.com/ciscoiq/sample/

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:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html