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
About This Newsletter
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Copyright© 2003 Cisco Systems, Inc. All rights reserved. Cisco,
Cisco Systems, the Cisco Systems logo, Aironet, Catalyst, Cisco
IOS, Cisco Unity, IOS, and Unity are registered trademarks or
trademarks of Cisco Systems, Inc. and/or its affiliates in the
U.S. and certain other countries. All other trademarks mentioned
in this document or Website are the property of their respective
owners. The use of the word partner does not imply a partnership
relationship between Cisco and any other company. (0303R)
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