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Vol.6 No.1 January 7, 2004 Unmatched Online Technical Support

In This Issue:

Letter from the Editor


Other News

New Technical Tips
TAC Newsletter Archive

About This Newsletter

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Letter from the Editor


Welcome to the first January issue of the Cisco TAC Newsletter!

This issue includes a feature article about upcoming changes to the numbering scheme, access requirements, terminology, and feedback system for technical support cases. You'll find this feature article immediately after my signature below.

Here are the other topics we'll cover in this issue:

  • Updates to the Technical Support homepage
  • Enhancements to online technical documents
  • On-demand Cisco TAC Web Seminars

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

- J. Gardner
Cisco TAC News Editor


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 Account Required to Access Support

As of March 2004, maintaining active contracts in your 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:
(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:
(available to registered users)
(available to non-registered users)

If you have any questions or comments about these changes, please send an e-mail to

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.

For more information about these changes, please visit:
(available to registered users)
(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)

    Verifying NAT Operation and Basic NAT Troubleshooting

    CRC Troubleshooting Guide for ATM Interfaces

    Troubleshooting Spanning-Tree Protocol and Related Design Considerations

    How NAT Works

  • Example of an animated version of the document itself:

  • Troubleshooting Modems

    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:
    (available to all users, but this standalone site requires registration separate from

    For Microsoft PowerPoint versions of these seminars, visit one of the following URLs:
    (available to registered users)
    (available to non-registered users)

    New Technical Tips

    Cisco IOS® Software

    Tech Note:
    Cisco IOS Software Release 12.3(4)XD

    Content Networking

    Configuration Example:
    Redirect Configuration on the CSS 11000

    Tech Note:
    Configuring a Keepalive Script to Down a Non-Responsive Device in CDM/CR High Availability

    Customer Contact Software

    Tech Note:
    Why Is the Dialer Port Status Real Time Report Blank in WebView?

    Tech Note:
    Why Is the Iseman Process Not Up and Running on the AW?

    Tech Note:
    Agents Cannot Be Changed to Silent Monitor Status Unless They Are Logged in as an Administrator

    Tech Note:
    Why Does Local Database Initialization Take so Long on Cisco ICM?

    How is the RouterCallKey Calculated?

    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?

    What is the Maximum Amount of Time a Cisco ICM Call Can Stay in the Queue?

    Field Notice:
    Customer Contact Business Unit (CCBU) Qualification Notice for Microsoft November 2003 Security Updates

    IBM/SNA and Token Ring

    Tech Note:
    Understanding DLSw Flow Control

    Network Management

    Configuration Example:
    How to Manage CNS Cisco Network Registrar(R) DHCP Failover

    White Paper:
    Network Setup for Using WLSE 2.5 Radio Management Features


    Field Notice:
    ONG ONS15454 Protective Cover For the Power, Alarming, and WireWrap Pin Assembly on the Back of the Shelf

    Field Notice:
    ONS15327; Bad Lot of Bellfuse Transformers on XTC and MIC Cards - Replacement Program

    Field Notice:
    ONS 15454-MRP-L1-XXX and 15454-MR-1-XXX Multi-Rate Transponder Card SFP's Diagnostic Lock-up


    Configuration Example:
    "no service password-recovery" Command for Secure ROMMON

    Field Notice:
    PA-A3-OC12, MM, or SMI Experiences Resets in Combination with Certain VIPs and under High Load Conditions

    Security and VPN

    Configuration Example:
    Configuring Vendor Specific Attributes in Cisco Secure ACS for UNIX

    Configuration Example:
    LAN-to-LAN Tunnels on a VPN 3000 Concentrator with a PIX(R) Firewall Configured for DHCP

    Configuration Example:
    Configuring an IPSec Router Dynamic LAN-to-LAN Peer and VPN Clients

    Tech Note:
    Importing an accountActions.csv File into the Cisco Secure ACS SE Using RDBMS Synchronization

    Tech Note:
    Cisco Secure ACS Solution Engine System Recovery

    CiscoWorks VPN/Security Management Solution Installation

    Field Notice:
    Cisco Secure Access Control Server (ACS) Solution Engine Version 3.2.1 Vulnerability and Mitigation Plan

    Storage Networking

    Configuration Example:
    HP-UX iSCSI Host to MDS/IPS-8


    Configuration Example:
    PGW 2200 Full Reconfiguration in Live Networks

    Tech Note:
    Unable to Add 36xx as MGCP Gateway for Cisco CallManager 3.1.2c

    Tech Note:
    Understanding MGCP Interactions with Cisco CallManager

    Tech Note:
    Using SQL Queries to Search the Call Detail Record with Cisco CallManager

    Tech Note:
    Cisco Unity™ Administrator Cannot Be Viewed on the Secondary Server in a System with Failover

    Tech Note:
    Support Policy for Cisco Unity and Microsoft Software

    Tech Note:
    Cisco IOS Gateway as an MoH Resource

    White Paper:
    PGW 2200 Dial Plan


    Configuration Example:
    PNNI-IMA Trunking

    Tech Note:
    DNS on a Host Configuration Example

    Tech Note:
    Monitoring Rx Invalid Addresses Messages on LSCs Connected to BXMs

    Tech Note:
    Increasing IGX ATM Trunk Efficiency with the "cnfcmb" Command


    Security Advisory:
    SNMP Trap Reveals WEP Key in Cisco Aironet® Access Point

    TAC Newsletter Archive

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    About This Newsletter

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