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Vol.5 No.11 October 8, 2003 Unmatched Online Technical Support www.cisco.com/tac

In This Issue:

From the Editor

Feature


Other News

New Technical Tips
TAC Newsletter Archive

About This Newsletter

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From the Editor

Hello,

Welcome to your first October issue of the Cisco TAC Newsletter!

This issue includes a feature article about initiatives at the Cisco TAC to shorten case-resolution time, improve the TAC's ability to diagnose cases, and speed the delivery of spare parts. Each of these initiatives began with feedback from customers like you, so we thought you might be interested to learn how your comments translate into change at Cisco. You'll find this feature article immediately after my signature below.

Here are the other topics we cover in this issue:

  • Enhancements to the online Cisco IP Subnet Calculator
  • The new online Cisco Product Trade-In Returns Tool
  • Cisco TAC Web Seminars available on demand

Please feel free to send this message to anyone you know who might find this information useful. And, if you have any questions or comments about this newsletter, you can e-mail me at tacnews-feedback@cisco.com.

- J. Gardner
Cisco TAC News Editor



Feature

Initiatives at the Cisco TAC - NEW:
Your Feedback Produces Results

Feedback from customers like you drives many of the Cisco TAC's initiatives. We often ask for your feedback, and we want to let you know how much we value your comments. We recently initiated the following projects as a direct result of your suggestions:

Your Suggestion:
Shorten the amount of time it takes to resolve technical support cases.

Our Response:
We implemented the Timely Resolution Improvement Project (TRIP) to create new case-management processes that allow us to streamline our response times. Since the implementation of TRIP, we have been able to resolve TAC cases much more quickly and accurately.

Your Suggestion:
Fine-tune Cisco's ability to diagnose customer cases.

Our Response:
We introduced a new diagnostic methodology developed by Kepner-Tregoe. We expect this methodology will help us troubleshoot issues more quickly and accurately. Dramatic results from initial pilot programs with TAC customers indicate that this methodology should be a success.

Your Suggestion:
Send us spare parts more quickly.

Our Response:
We developed and patented an award-winning algorithm called "dynamic sparing." This algorithm determines the most appropriate stocking level for each spare in the global supply chain, based on product usage data broken down by geography. As a result, the parts you need are now more available, and we can get those parts to you more quickly.

Our goal and focus are to improve your experience with the Cisco TAC. We appreciate hearing from you and we hope you continue to send us your comments.


Other News

Cisco IP Subnet Calculator - UPDATE:
Online Tool Now Calculates CIDR and VLSM

The online Cisco IP Subnet Calculator can help you determine with just a few clicks the correct IP subnet addresses for your networks, so you don't need to spend time doing the math yourself. We recently enhanced this tool to provide the following additional calculations:

  • IP subnets for any IP classless network number
  • Classless interdomain routing (CIDR) routes for supernetting
  • Non-overlapping variable-length subnet mask (VLSM) network numbers

For ease of use, we have divided the Cisco IP Subnet Calculator into a HOME tab, which provides an overview of the tool, and three functional tabs: SUBNETS, SUPERNETS (CIDR), and VLSM. In each functional tab, simply enter a base network address and mask, select the appropriate values, and click Submit. The tool instantly supplies the subnet addresses you need.

Bookmark the IP Subnet Calculator today for the next time you need to calculate IP subnet, CIDR, or VLSM values:

www.cisco.com/cgi-bin/Support/IpSubnet/home.pl
(available to registered users only)


Cisco Product Trade-In Returns Tool - NEW:
Online Tool Helps You Return Cisco Products

The new, online Cisco Product Trade-In Returns tool guides you through the process of returning products under all Cisco Product Trade-In and Environmental Take Back programs. In addition, this tool provides information about Cisco's recycling and disposal of returned products.

You can access the Cisco Product Trade-In Returns tool from the RMA (Return Materials Authorization) Service Order Tools page. This page is your single, Web-based location for tools and resources to simplify your service-related logistics inquiries. The page also includes the Service Order Status (SVO) tool and the Product Online Web Returns (POWR) tool. By entering RMA numbers, you can view the status of RMAs shipped and received from the SVO tool, and schedule -- at Cisco's expense -- a pickup of your contracted Service RMA with the POWR tool.

Visit the RMA Service Order Tools page today:

www.cisco.com/cgi-bin/front.x/agents/svo_tools/SVOToolDispatcher
(available to registered users only)

Also visit the URL below for step-by-step instructions and frequently asked questions for these tools:

www.cisco.com/en/US/partner/ordering/or3/o43/ordering_customer_support_and_training_list.html
(available to registered users only)


Cisco TAC Web Seminars - UPDATE:
Cisco TAC Website Training Available Around the Clock

Would you like learn the fastest ways to find solutions to your networking issues -- any day, any time? You can, by viewing any of the free, on-demand Cisco TAC Web Seminars listed below:

  • "Using the Cisco TAC Website for Online Support" -- provides an overview of online tools and technical documentation.


  • "Using the Cisco TAC Website for General Router Issues" -- demonstrates online tools for troubleshooting system error messages, matching hardware with Cisco IOS software, and more.


  • "Using the Cisco TAC Website for Security and Virtual Private Network Issues" -- highlights time-saving online tools such as the Product Upgrade tool, the Software Advisor, and the Software Bug Toolkit.


  • "Using the Cisco TAC Website for LAN Issues" -- covers online tools that simplify OS software selection and troubleshooting.


  • "Using the Cisco TAC Website for Voice Issues" -- shows you how to use online tools for planning, designing, and troubleshooting an IP telephony network.


  • "Using the Cisco TAC Website for IP Routing Issues" -- demonstrates online tools for configuration and troubleshooting support for IP routing issues.

You can also tell your friends and co-workers about these valuable training resources by clicking the "Tell a Friend" button when viewing a seminar.

Visit the URL below today and click the "On-Demand Seminars" tab to view a Cisco TAC Web Seminar at your convenience:

cisco.broadshow.com/tac
(available to all users, but this standalone site requires registration separate from Cisco.com)


New Technical Tips

Cisco IOS® Software

Tech Note:
Cisco IOS Software Release 12.3(1a)B

www.cisco.com/warp/customer/620/ios_12_3_1a_b.shtml
(available to registered users)

www.cisco.com/warp/public/620/ios_12_3_1a_b.shtml
(available to non-registered users)


Tech Note:
Cisco IOS Software Release 12.3(1a)BW

www.cisco.com/warp/customer/620/ios_12_3_1a_bw.shtml
(available to registered users)

www.cisco.com/warp/public/620/ios_12_3_1a_bw.shtml
(available to non-registered users)


Tech Note:
Cisco IOS Software Release 12.3(2)T

www.cisco.com/warp/customer/620/ios_12_3_2_t.shtml
(available to registered users)

www.cisco.com/warp/public/620/ios_12_3_2_t.shtml
(available to non-registered users)


Tech Note:
Cisco IOS Software Release 12.3(2)XA

www.cisco.com/warp/customer/620/ios_12_3_2_xa.shtml
(available to registered users)

www.cisco.com/warp/public/620/ios_12_3_2_xa.shtml
(available to non-registered users)


Tech Note:
Cisco IOS Software Release 12.3(2)XB

www.cisco.com/warp/customer/620/ios_12_3_2_xb.shtml
(available to registered users)

www.cisco.com/warp/public/620/ios_12_3_2_xb.shtml
(available to non-registered users)


Tech Note:
Cisco IOS Software Roadmap

www.cisco.com/warp/customer/620/roadmap_c.shtml
(available to registered users)

www.cisco.com/warp/public/620/roadmap_c.shtml
(available to non-registered users)


Content Networking

Configuration Example:
Configuring CSS and SCA for One-Armed Proxy Mode

www.cisco.com/warp/customer/117/css_sca_1arm_proxy_20600.html
(available to registered users)

www.cisco.com/warp/public/117/css_sca_1arm_proxy_20600.html
(available to non-registered users)


Configuration Example:
Configuring CSS and SCA for One-Armed Transparent Mode

www.cisco.com/warp/customer/117/css_sca_1arm_trans.html
(available to registered users)

www.cisco.com/warp/public/117/css_sca_1arm_trans.html
(available to non-registered users)


Configuration Example:
Configuring URL Routing (L5 Routing) on the CSS 11000

www.cisco.com/warp/customer/117/url_routing.html
(available to registered users)

www.cisco.com/warp/public/117/url_routing.html
(available to non-registered users)


Customer Contact Software

Tech Note:
Cisco ISN: Application Server Message "Entering Fully Loaded State, Going out of Service"

www.cisco.com/warp/customer/78/allportsbusy.html
(available to registered users)

www.cisco.com/warp/public/78/allportsbusy.html
(available to non-registered users)


Tech Note:
How to Determine Whether a Cisco ICM PIM Is Offline

www.cisco.com/warp/customer/78/ICM-PIMOffline.html
(available to registered users)

www.cisco.com/warp/public/78/ICM-PIMOffline.html
(available to non-registered users)


Tech Note:
InBasket Process Does Not Reset after Retrieving the Initial Messages

www.cisco.com/warp/customer/78/CeM-ResetProcess.html
(available to registered users)

www.cisco.com/warp/public/78/CeM-ResetProcess.html
(available to non-registered users)


Tech Note:
No Agent Stats for Avaya Definity G3 EAS

www.cisco.com/warp/customer/78/Avaya-EAS-Record.html
(available to registered users)

www.cisco.com/warp/public/78/Avaya-EAS-Record.html
(available to non-registered users)


Tech Note:
Why Does Cisco ICM 5.0 Fail to Run Setup?

www.cisco.com/warp/customer/78/ICM5-NoSetup.html
(available to registered users)

www.cisco.com/warp/public/78/ICM5-NoSetup.html
(available to non-registered users)


Tech Note:
Cisco ICM 5.0: Errors "0x2104" and "0x214c" during Upgrade from ICM 4.6.2

www.cisco.com/warp/customer/78/admin.html
(available to registered users)

www.cisco.com/warp/public/78/admin.html
(available to non-registered users)


Tech Note:
Cisco IPCC Express Support Checklist

www.cisco.com/warp/customer/78/IPCCExpSpt-Cklist.html
(available to registered users)

www.cisco.com/warp/public/78/IPCCExpSpt-Cklist.html
(available to non-registered users)


Tech Note:
Cisco IPCC Express Maintenance and Recovery Guide

www.cisco.com/warp/customer/78/IPCCExp-Mnt-Rcvry.html
(available to registered users)

www.cisco.com/warp/public/78/IPCCExp-Mnt-Rcvry.html
(available to non-registered users)


Tech Note:
Installation and Configuration Guide for the Sprint Network Interface Controller

www.cisco.com/warp/customer/78/inst-config-nic.html
(available to registered users)

www.cisco.com/warp/public/78/inst-config-nic.html
(available to non-registered users)


Q&As:
Why Are There Two Contact Service Queues with the Same Name in the CSQ Service Level Report?

www.cisco.com/warp/customer/78/MultiCSQRpts.html
(available to registered users)

www.cisco.com/warp/public/78/MultiCSQRpts.html
(available to non-registered users)


Q&As:
Does Cisco ICM Version 4.6.2 Support Microsoft Windows 2000 Service Pack 3?

www.cisco.com/warp/customer/78/ICMSupport-Win2KSP3.html
(available to registered users)

www.cisco.com/warp/public/78/ICMSupport-Win2KSP3.html
(available to non-registered users)


Q&As:
Does Cisco eMail Manager 4.0.5 Support Microsoft Windows NT Service Pack 6a?

www.cisco.com/warp/customer/78/CeM-WinNTSP6a.html
(available to registered users)

www.cisco.com/warp/public/78/CeM-WinNTSP6a.html
(available to non-registered users)


Q&As:
Is It Possible for the Agent of a Cisco Collaboration Server Application Sharing (AppShare) Plug-In to Adjust the Color Resolution?

www.cisco.com/warp/customer/640/CSS-AppShr-Color.html
(available to registered users)

www.cisco.com/warp/public/640/CSS-AppShr-Color.html
(available to non-registered users)


Field Notice:
Microsoft Security Bulletin MS03-039 for Contact Center Products

www.cisco.com/warp/customer/770/fn26734.html
(available to registered users)

www.cisco.com/warp/public/770/fn26734.html
(available to non-registered users)


DSL and LRE

Field Notice:
8xDMT Card: "IDPROM FIELD FORMAT ERROR" Message Received on NI2

www.cisco.com/warp/customer/770/fn26514.html
(available to registered users)

www.cisco.com/warp/public/770/fn26514.html
(available to non-registered users)


IP Routing

White Paper:
Designing Large Scale Service Provider Dial Networks with OSPF

www.cisco.com/warp/customer/104/isp_dial.html
(available to registered users)

www.cisco.com/warp/public/104/isp_dial.html
(available to non-registered users)


LAN Switching

Field Notice:
Component Issue May Cause Cyclic Redundancy Check (CRC) Errors on Multiple Ports for Specific Products in the Catalyst® 2900 XL and 3500 XL Platforms

www.cisco.com/warp/customer/770/fn26174.shtml
(available to registered users)

www.cisco.com/warp/public/770/fn26174.shtml
(available to non-registered users)


Network Management

Field Notice:
Building Broadband Service Manager (BBSM) 5.x and BBSM Hot Spot 1.x MS03-039 Buffer Overrun in Remote Procedure Call Service (RPCSS) Could Allow Code Execution

www.cisco.com/warp/customer/770/fn26654.html
(available to registered users)

www.cisco.com/warp/public/770/fn26654.html
(available to non-registered users)


Routers

Security Advisory:
Cisco Security Advisory: OpenSSH Server Vulnerabilities

www.cisco.com/warp/customer/707/cisco-sa-20030917-openssh.shtml
(available to registered users)

www.cisco.com/warp/public/707/cisco-sa-20030917-openssh.shtml
(available to non-registered users)


Want to learn about other router resources on the Cisco TAC Website? Sign up today for the free, online Cisco TAC Web Seminar, "Using the Cisco TAC Website for General Router Issues," or view an on-demand session:

cisco.broadshow.com/tac/
(available to all users, but this standalone site requires registration separate from Cisco.com)


Security and VPN

Configuration Example:
Configuring IDS TCP Reset Using IDM and IEV

www.cisco.com/warp/customer/707/idstcpreset.html
(available to registered users)

www.cisco.com/warp/public/707/idstcpreset.html
(available to non-registered users)


Configuration Example:
Configuring IDS Blocking Using IDM and IEV

www.cisco.com/warp/customer/707/idsblock.html
(available to registered users)

www.cisco.com/warp/public/707/idsblock.html
(available to non-registered users)


Want to learn about other security and VPN resources on the Cisco TAC Website? Sign up today for the free, online Cisco TAC Web Seminar, "Using the Cisco TAC Website for Security and Virtual Private Network Issues," or view an on-demand session:

cisco.broadshow.com/tac/
(available to all users, but this standalone site requires registration separate from Cisco.com)


Voice

Configuration Example:
Mapping Outbound Calls to Unique FXS/FXO Ports on Analog Gateways

www.cisco.com/warp/customer/788/products/specific_fxs_call.html
(available to registered users)

www.cisco.com/warp/public/788/products/specific_fxs_call.html
(available to non-registered users)


Configuration Example:
Mapping Outbound VoIP Calls to Specific Digital Voice Ports

www.cisco.com/warp/customer/788/voip/specific_ds0-call-routing.html
(available to registered users)

www.cisco.com/warp/public/788/voip/specific_ds0-call-routing.html
(available to non-registered users)


Tech Note:
Creating Idle URL Using Graphics on Cisco IP Phone

www.cisco.com/warp/customer/788/AVVID/idle-url.html
(available to registered users)

www.cisco.com/warp/public/788/AVVID/idle-url.html
(available to non-registered users)


Tech Note:
Cisco Unity™ System Administrator (SA) Web Troubleshooting Guide

www.cisco.com/warp/customer/788/AVVID/unity-sa-trblshoot-guide.html
(available to registered users)

www.cisco.com/warp/public/788/AVVID/unity-sa-trblshoot-guide.html
(available to non-registered users)


Tech Note:
Interaction Among SysMdlMemoryReduction, Failover, and CDR Record

www.cisco.com/warp/customer/788/products/memory-failover-and-cdr.html
(available to registered users)

www.cisco.com/warp/public/788/products/memory-failover-and-cdr.html
(available to non-registered users)


Tech Note:
Recreating or Fixing Default Cisco Unity Objects with the FixDefaultObjects.sql SQL Script

www.cisco.com/warp/customer/788/AVVID/recreate_fix_unity_objects.html
(available to registered users)

www.cisco.com/warp/public/788/AVVID/recreate_fix_unity_objects.html
(available to non-registered users)


Tech Note:
Best Practices for Cleaning and Troubleshooting the 7910 and 7960 Cisco IP Phone Hookswitch

www.cisco.com/warp/customer/788/AVVID/hook_switch.html
(available to registered users)

www.cisco.com/warp/public/788/AVVID/hook_switch.html
(available to non-registered users)


Tech Note:
Domino Database Permissions for Cisco Unity

www.cisco.com/warp/customer/788/AVVID/domino_permissions.html
(available to registered users)

www.cisco.com/warp/public/788/AVVID/domino_permissions.html
(available to non-registered users)


Field Notice:
Microsoft Windows Security Bulletin MS03-039 for Cisco CallManager

www.cisco.com/warp/customer/770/fn26674.html
(available to registered users)

www.cisco.com/warp/public/770/fn26674.html
(available to non-registered users)


Field Notice:
Microsoft Windows Security Bulletin MS03-039 for Cisco Unity

www.cisco.com/warp/customer/770/fn26714.html
(available to registered users)

www.cisco.com/warp/public/770/fn26714.html
(available to non-registered users)


WAN

Configuration Example:
Multiservice IGX Cookbook

www.cisco.com/warp/customer/74/igx_cookbook.html
(available to registered users)

www.cisco.com/warp/public/74/igx_cookbook.html
(available to non-registered users)


Wireless/Mobility

Configuration Example:
LEAP Authentication with Local RADIUS Server

www.cisco.com/warp/customer/102/wlan/leaplocalauth.html
(available to registered users)

www.cisco.com/warp/public/102/wlan/leaplocalauth.html
(available to non-registered users)


Configuration Example:
LEAP Authentication with RADIUS Server

www.cisco.com/warp/customer/102/wlan/leapserver.html
(available to registered users)

www.cisco.com/warp/public/102/wlan/leapserver.html
(available to non-registered users)


Tech Note:
Loading the Aironet® Driver on the MS-DOS Platform

www.cisco.com/warp/customer/102/wlan/DOS-Aironet.html
(available to registered users)

www.cisco.com/warp/public/102/wlan/DOS-Aironet.html
(available to non-registered users)


Tech Note:
Antenna Cabling

www.cisco.com/warp/customer/102/wlan/antcable.html
(available to registered users)

www.cisco.com/warp/public/102/wlan/antcable.html
(available to non-registered users)


Field Notice:
Cisco Aironet AP1200: Failure to Power Up

www.cisco.com/warp/customer/770/fn26354.shtml
(available to registered users)

www.cisco.com/warp/public/770/fn26354.shtml
(available to non-registered users)


TAC Newsletter Archive

To view past issues of the Cisco TAC Newsletter, please visit:

www.cisco.com/tac/newsletter


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