Feature
Cisco TAC Case Systems - UPDATE:
Changes to Numbering Scheme, Terminology, and Feedback System
The Cisco TAC is planning several changes to our case tracking systems, including a new case numbering scheme, new access requirements, some new terminology, and Web-only bingo surveys.
New Case Numbering Scheme in March
As part of internal updates to our tracking systems, the Cisco TAC will begin using a new case numbering scheme in March 2004. We want to let you know in advance of this change, in case the IT systems at your company use TAC case numbers.
Currently a TAC case number contains seven characters -- one letter followed by six numbers -- like this: A123456. The new case numbers will contain nine numerical digits starting with "6," like this: 612345678. Make sure to let your IT staff know about this change if your company's internal systems use TAC case numbers.
Active Cisco.com Account Required to Access Support
As of March 2004, maintaining active contracts in your Cisco.com profile will grant you access to Cisco support services as a contract-entitled user. To ensure you do not experience an interruption of your access privileges, please take a moment to update your existing profile with all of your active support contracts and personal contact details. You may update your profile at:
tools.cisco.com/RPF/profile/profile_management.do
(available to registered users)
Make changes to your contact data by selecting the "Edit This Information" link in the Contact Information section. Request that additional contracts be added to your profile by selecting the "Edit This Information" link in the Additional Access section.
New Terminology for Cases
Some of the terms related to opening and managing technical support cases will begin to change over the next few months. You will see the following terminology changes:
- "Case" will change to "service request."
- "Priority" will change to "severity."
- "Contract type" will change to "service line."
- TAC Case Open and TAC Case Query tools will be combined into the TAC Service Request tool.
To ease this transition, you may notice in the coming weeks that old and new terms are used together. For example, "Case (Service Request)."
Customer Satifaction Surveys (BINGOS) to be Web-Only, Effective February 1
By sharing your opinions, you help us continually improve Cisco products and services. Most customer satisfaction survey respondents already provide their feedback to us via our Web-based survey tool, allowing us to analyze their input and take action more quickly. In an effort to handle all surveys in the most efficient manner, we are asking all customers to complete the survey on the Web. The ability to submit survey responses by e-mail will end on February 1, 2004.
For more information on these upcoming changes, check out one of the TAC Update pages below:
www.cisco.com/kobayashi/news_training/hot_topics.html
(available to registered users)
www.cisco.com/public/news_training/hot_topics.html
(available to non-registered users)
If you have any questions or comments about these changes, please send an e-mail to
info_ciscoc3@cisco.com.
Other News
Cisco Technical Support Homepage - UPDATE:
Homepage Redesign Makes Navigation Easier
In mid-January, we will launch a new version of the Cisco Technical Support homepage. Based upon feedback from customers like you, the redesigned page provides easier access to all the online technical support resources you use today.
Some of the improvements include:
- Cleaner design highlighting our technical documentation.
- A more prominent "Featured Tools" section that allows you to link to useful tools such as the Cisco Output Interpreter and Cisco Software Advisor. (available to registered users)
- A new section called "Security Advisories & Alerts," where you can report security concerns, browse security advisories, and link to the Cisco Product Alert tool.
- Frequently visited links, such as documents and software, located at the top of the page.
We are eager to hear your opinion of the new page. Please send us your feedback at the URL below before January 10 and you will be entered into a drawing for a prize.
www.cisco.com/public/support/feedback/solicited-promo/tssa_feedback.html
For more information about these changes, please visit:
www.cisco.com/kobayashi/news_training/whats_hot.shtml
(available to registered users)
www.cisco.com/public/news_training/whats_hot.shtml
(available to non-registered users)
Online Technical Support Documentation - UPDATE:
Online Documentation Now Features Flash Animation
In an effort to provide you with a more complete e-learning experience, we have recently added Macromedia Flash animation to select technical support documents. Flash animation can help you visualize and better understand complex concepts, protocols, and processes.
Some documents provide an animated walkthrough or tutorial complete with sound, and some offer animated alternatives to static documents. Please take a few moments to browse these new features in the documents below.
Examples of animated walkthroughs or tutorials with sound:
Understanding and Configuring VLAN Trunk Protocol (VTP)
www.cisco.com/en/US/tech/tk389/tk689/technologies_tech_note09186a0080094c52.shtml
Verifying NAT Operation and Basic NAT Troubleshooting
www.cisco.com/en/US/tech/tk648/tk361/technologies_tech_note09186a0080094c32.shtml
CRC Troubleshooting Guide for ATM Interfaces
www.cisco.com/en/US/tech/tk39/tk48/technologies_tech_note09186a00800c93ef.shtml
Troubleshooting Spanning-Tree Protocol and Related Design Considerations
www.cisco.com/en/US/tech/tk389/tk621/technologies_tech_note09186a00800951ac.shtml
How NAT Works
www.cisco.com/en/US/tech/tk648/tk361/technologies_tech_note09186a0080094831.shtml
Example of an animated version of the document itself:
Troubleshooting Modems
www.cisco.com/en/US/tech/tk801/tk36/technologies_tech_note09186a0080094eb9.shtml
We welcome your input. Please feel free to send us your comments by using the feedback form located in the left column of the documents above.
Cisco TAC Web Seminars - UPDATE:
Cisco TAC Website Training Available Around the Clock
Would you like to find the online Cisco technical support resources you need more quickly than you do now? 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 IP Routing Issues" -- demonstrates online tools for configuration and troubleshooting support for IP routing issues.
- "Using the Cisco TAC Website for LAN Issues" -- covers online tools that simplify OS software selection and troubleshooting.
- "Using the Cisco TAC Website for Security and Virtual Private Network Issues" -- highlights time-saving online tools such as the Cisco Product Upgrade tool, Cisco Software Advisor, and the Cisco Software Bug Toolkit.
- "Using the Cisco TAC Website for Voice Issues" -- shows you how to use online tools for planning, designing, and troubleshooting an IP telephony network.
Tell your friends and co-workers about these valuable training resources by clicking the "Tell a Friend" button on the left side of the console window when viewing a seminar.
Visit the URL below today and click the "On-Demand Seminars" tab at the top of the page 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)
For Microsoft PowerPoint versions of these seminars, visit one of the following URLs:
www.cisco.com/en/US/partner/learning/le31/le47/learning_tac_e-learning_tool_launch.html
(available to registered users)
www.cisco.com/en/US/learning/le31/le47/learning_tac_e-learning_tool_launch.html
(available to non-registered users)
New Technical Tips
Cisco IOS® Software
Tech Note:
Cisco IOS Software Release 12.3(4)XD
www.cisco.com/en/US/products/sw/iosswrel/ps5207/products_tech_note09186a00801d79a8.shtml
Content Networking
Configuration Example:
Redirect Configuration on the CSS 11000
www.cisco.com/en/US/products/hw/contnetw/ps789/products_configuration_example09186a00801de8d6.shtml
Tech Note:
Configuring a Keepalive Script to Down a Non-Responsive Device in CDM/CR High Availability
www.cisco.com/en/US/products/hw/contnetw/ps758/products_tech_note09186a00801de8c8.shtml
Customer Contact Software
Tech Note:
Why Is the Dialer Port Status Real Time Report Blank in WebView?
www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801dc6cf.shtml
Tech Note:
Why Is the Iseman Process Not Up and Running on the AW?
www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801dc6d0.shtml
Tech Note:
Agents Cannot Be Changed to Silent Monitor Status Unless They Are Logged in as an Administrator
www.cisco.com/en/US/products/sw/custcosw/ps14/products_tech_note09186a00801da64f.shtml
Tech Note:
Why Does Local Database Initialization Take so Long on Cisco ICM?
www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801de918.shtml
Q&As:
How is the RouterCallKey Calculated?
www.cisco.com/en/US/products/sw/custcosw/ps1001/products_qanda_item09186a00801d9344.shtml
Q&As:
Is There a Way to Export Cisco E-Mail Manager Database from Cisco E-Mail Manager Option 4.x to Cisco E-Mail Manager Option 5.0?
www.cisco.com/en/US/products/sw/custcosw/ps840/products_qanda_item09186a00801d99a8.shtml
Q&As:
What is the Maximum Amount of Time a Cisco ICM Call Can Stay in the Queue?
www.cisco.com/en/US/products/sw/custcosw/ps1001/products_qanda_item09186a00801dc6ca.shtml
Field Notice:
Customer Contact Business Unit (CCBU) Qualification Notice for Microsoft November 2003 Security Updates
www.cisco.com/en/US/products/sw/custcosw/ps1001/products_field_notice09186a00801d864a.shtml
IBM/SNA and Token Ring
Tech Note:
Understanding DLSw Flow Control
www.cisco.com/en/US/tech/tk331/tk336/technologies_tech_note09186a00801d899b.shtml
Network Management
Configuration Example:
How to Manage CNS Cisco Network Registrar(R) DHCP Failover
www.cisco.com/en/US/products/sw/netmgtsw/ps1982/products_configuration_example09186a00801dcac2.shtml
White Paper:
Network Setup for Using WLSE 2.5 Radio Management Features
www.cisco.com/en/US/products/sw/cscowork/ps3915/products_white_paper09186a00801d8630.shtml
Optical
Field Notice:
ONG ONS15454 Protective Cover For the Power, Alarming, and WireWrap Pin Assembly on the Back of the Shelf
www.cisco.com/en/US/products/hw/optical/ps2006/products_field_notice09186a00801d9298.shtml
Field Notice:
ONS15327; Bad Lot of Bellfuse Transformers on XTC and MIC Cards –- Replacement Program
www.cisco.com/en/US/products/hw/optical/ps2001/products_field_notice09186a00801da6e2.shtml
Field Notice:
ONS 15454-MRP-L1-XXX and 15454-MR-1-XXX Multi-Rate Transponder Card SFP's Diagnostic Lock-up
www.cisco.com/en/US/products/hw/optical/ps2006/products_field_notice09186a00801ddb5d.shtml
Routers
Configuration Example:
"no service password-recovery" Command for Secure ROMMON
www.cisco.com/en/US/products/hw/routers/ps274/products_configuration_example09186a00801d8113.shtml
Field Notice:
PA-A3-OC12, MM, or SMI Experiences Resets in Combination with Certain VIPs and under High Load Conditions
www.cisco.com/en/US/products/hw/routers/ps332/products_field_notice09186a00801d7d88.shtml
Security and VPN
Configuration Example:
Configuring Vendor Specific Attributes in Cisco Secure ACS for UNIX
www.cisco.com/en/US/products/sw/secursw/ps4911/products_configuration_example09186a00801d9a02.shtml
Configuration Example:
LAN-to-LAN Tunnels on a VPN 3000 Concentrator with a PIX(R) Firewall Configured for DHCP
www.cisco.com/en/US/products/hw/vpndevc/ps2284/products_configuration_example09186a00801dd672.shtml
Configuration Example:
Configuring an IPSec Router Dynamic LAN-to-LAN Peer and VPN Clients
www.cisco.com/en/US/tech/tk583/tk372/technologies_configuration_example09186a00801dddbb.shtml
Tech Note:
Importing an accountActions.csv File into the Cisco Secure ACS SE Using RDBMS Synchronization
www.cisco.com/en/US/products/sw/secursw/ps5338/products_tech_note09186a00801ddba8.shtml
Tech Note:
Cisco Secure ACS Solution Engine System Recovery
www.cisco.com/en/US/products/sw/secursw/ps5338/products_tech_note09186a00801ddbaa.shtml
Q&As:
CiscoWorks VPN/Security Management Solution Installation
www.cisco.com/en/US/products/sw/cscowork/ps2330/products_qanda_item09186a00801dac10.shtml
Field Notice:
Cisco Secure Access Control Server (ACS) Solution Engine Version 3.2.1 Vulnerability and Mitigation Plan
www.cisco.com/en/US/products/sw/secursw/ps5338/products_field_notice09186a00801d81be.shtml
Storage Networking
Configuration Example:
HP-UX iSCSI Host to MDS/IPS-8
www.cisco.com/en/US/products/hw/ps4159/ps4358/products_configuration_example09186a00801d81d0.shtml
Voice
Configuration Example:
PGW 2200 Full Reconfiguration in Live Networks
www.cisco.com/en/US/products/hw/vcallcon/ps2027/products_configuration_example09186a00801dc582.shtml
Tech Note:
Unable to Add 36xx as MGCP Gateway for Cisco CallManager 3.1.2c
www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801d99b9.shtml
Tech Note:
Understanding MGCP Interactions with Cisco CallManager
www.cisco.com/en/US/tech/tk652/tk701/technologies_tech_note09186a00801da84e.shtml
Tech Note:
Using SQL Queries to Search the Call Detail Record with Cisco CallManager
www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801d71c5.shtml
Tech Note:
Cisco Unity™ Administrator Cannot Be Viewed on the Secondary Server in a System with Failover
www.cisco.com/en/US/products/sw/voicesw/ps2237/products_tech_note09186a00801da9ef.shtml
Tech Note:
Support Policy for Cisco Unity and Microsoft Software
www.cisco.com/en/US/products/sw/voicesw/ps2237/products_tech_note09186a00801d9337.shtml
Tech Note:
Cisco IOS Gateway as an MoH Resource
www.cisco.com/en/US/products/sw/voicesw/ps4625/products_tech_note09186a00801da5b8.shtml
White Paper:
PGW 2200 Dial Plan
www.cisco.com/en/US/tech/tk652/tk653/technologies_white_paper09186a00801d8d94.shtml
WAN
Configuration Example:
PNNI-IMA Trunking
www.cisco.com/en/US/products/hw/switches/ps1938/products_configuration_example09186a00801de5e5.shtml
Tech Note:
DNS on a Host Configuration Example
www.cisco.com/en/US/tech/tk648/tk362/technologies_tech_note09186a00801da572.shtml
Tech Note:
Monitoring Rx Invalid Addresses Messages on LSCs Connected to BXMs
www.cisco.com/en/US/products/hw/switches/ps525/products_tech_note09186a00801de8e9.shtml
Tech Note:
Increasing IGX ATM Trunk Efficiency with the "cnfcmb" Command
www.cisco.com/en/US/products/hw/switches/ps988/products_tech_note09186a00801da57f.shtml
Wireless/Mobility
Security Advisory:
SNMP Trap Reveals WEP Key in Cisco Aironet® Access Point
www.cisco.com/en/US/products/products_security_advisory09186a00801dc584.shtml
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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Important Notices:
Copyright© 2004 Cisco Systems, Inc. All rights reserved. Cisco, Cisco Systems, the Cisco Systems logo, Aironet, Cisco IOS, Cisco Unity, IOS, Network Registrar, PIX, 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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cisco.com/public/copyright.html
