Worldwide [change] |Account |Register |About Cisco
Guest

Hierarchical Navigation

Cisco Unified Intelligent Contact Management Hosted

TAC Hand-off (Customer and Partner) Best Practices

Downloads

Document ID: 25682


Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Responsibilities
Data Collection
Additional Data Collection Request
Summary
Related Information

Introduction

The purpose of the Technical Assistance Contact (TAC) Hand-off (Customer and Partner) Best Practices document is to outline the specific requirements that the Partner and/or Customer need to provide to the Cisco TAC in order for TAC to provide third-level support to the customer as part of their Cisco IP Contact Center (IPCC) solution.

This document applies to the Partners and Customer IPCC Project Manager(s), TAC, the IPCC Deployment Engineer(s) or any personnel requesting third-level support.

Prerequisites

Requirements

Cisco recommends that you have knowledge of how to troubleshoot and support Cisco Intelligent Contact Manager (ICM).

Components Used

The information in this document is based onall currently supported IPCC and ICM software and hardware versions.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Responsibilities

The individual who reports the problem is responsible for the collection and hand off of data that pertains to the issue. Detailed responsibilities for data collection are outlined throughout this document.

Data Collection

If a process or device fails, several events need to occur in order to enable the analysis of the failure. These can be created and depend on the device:

  • A drwtsn32.log file which details the state of the system when it failed

  • Application log messages which are stored in the systems Event Viewer log

The individual who reports the problem should provide the version information:

  • ICM

  • Cisco CallManager

  • Cisco IOS version of VoIP enabled Gateway

  • Jtapi Client version on IP IVR and PG

  • IP IVR (CRA)

Additionally, there are several commands which can be run at the device console that provide critical information. The results from these commands can be a critical element in troubleshooting and should be provided to TAC.

  • Opctest

  • Rttest

  • Ctitest

  • Procmon

  • Dumplog of pim and opc logs

  • Drwtsn32.log

  • Inspect log

  • Jtapi Gateway log

  • SDL and CallManager log from CallManager

  • MIVR Log from IP IVR

It is imperative that the results of the previously mentioned executables are captured as soon as possible, in order to ensure that the critical data elements are available and not overwritten. At a minimum, these files plus any relevant network configuration diagrams and documents must be forwarded to TAC for analysis.

The more of the troubleshooting information previously described that is provided, the better, in order to quickly and successfully determine root cause of a failure. In the absence of this information, it becomes difficult to recreate the problem experienced in a lab environment.

Without troubleshooting data, several steps are taken in order to attempt to identify the problem:

  • Attempt to recreate the situation in a test lab based on known configurations

  • Review the history of TAC cases for similar symptoms

  • Review the database of bug IDs for similar symptoms

  • Review the network configuration

  • Analyze the failed components if available and if the hardware is suspect

Partners and Customers work issues with the TAC which can include assistance from escalation teams, Development Engineering and other resources. If a potential bug is identified, a Development Engineer is assigned to the Cisco Distributed Defect Tracking System (DDTS) attached to the case.

Additional Data Collection Request

This data is not necessary for basic third-level support, but Cisco can request it for review and/or further support.

  • Visio of customer site

  • Updated Host file

  • Sniffer traces

  • Contact information

  • Dial Up information

  • Registry hive

Summary

In summary, the aforementioned procedures are used in order to assist Cisco Partners and Customers to obtain timely and comprehensive resolution of third-level issues with Cisco IPCC products. It is important that this process is implemented and adhered to in order to ensure proper case escalation. All involved parties, TAC, Partner, and End User, benefit from this process.

Related Information

Updated: Sep 06, 2006 Document ID: 25682