Cisco Logo Cisco® Technical Support
Newsletter
Vol.6 No.3 February 4, 2004 Unmatched Online Technical Support www.cisco.com/techsupport

In This Issue:

Letter from the Editor

News Updates


New Technical Tips
Newsletter Archive

About This Newsletter

These links may not work in
all e-mail clients. You can also
scroll down to read these sections.



For more information about:

  • Recovering your forgotten Cisco.com user ID and password
  • E-mail attachments and viruses
  • Cisco privacy policy
  • Important notices

...see the "About This Newsletter" section at the end of this newsletter.


If you prefer to read the current issue of this newsletter online, please visit: www.cisco.com/techsupport/newsletter



Letter from the Editor

Hello,

Welcome to the first February issue of the Cisco Technical Support Newsletter!

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

  • Recent and upcoming Cisco TAC changes, including bingo surveys
  • Live Cisco Technical Support Seminars in February

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 techsupportnews@cisco.com.

- J. Gardner
Cisco Technical Support News Editor



News Updates

Customer Satisfaction Surveys - UPDATE:
TAC Case Bingos Are Now Web-Only

To handle customer satisfaction survey responses in the most efficient manner, Cisco Technical Assistance Center (TAC) case bingo surveys are now available exclusively on the Web. Most customers have already been completing these surveys on the Web, allowing us to analyze their responses and take action more quickly than with surveys submitted by e-mail.

Survey invitations are automatically emailed whenever you close a case. To access the survey, click the link in the invitation.

This change is the first of several Cisco TAC case changes. Some of the other upcoming changes include:

  • New case numbering scheme -- In March, TAC case numbers will change from seven characters (one letter followed by six digits, such as A123456) to nine characters (all digits, starting with "6," such as 612345678). If your company's internal systems use Cisco TAC case numbers, make sure to let your IT staff know about this change.


  • Access to support services will require active contracts -- Also starting in March, customers seeking Cisco support services will need to have active contracts recorded in their Cisco.com profiles. To help prevent interruptions in your access to services, be sure to maintain your existing profile with all your active support contracts and personal contact details at:


  • tools.cisco.com/RPF/profile/profile_management.do
    (available to registered users)
  • New terminology -- The transition to new terminology has begun. New terms include "service request" (replacing "case"), "severity" (replacing "priority"), and "service line" (replacing "contract type"). During this transition, you may see the old and new terms together. For example, "case (service request)."

For more information about these changes, visit one of these Technical Support Update pages:

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, send e-mail to info_ciscoc3@cisco.com.


Cisco Technical Support Seminars - UPDATE:
Updated Seminar Now Available

To reflect recent changes to the Cisco Technical Support Website, we recently updated the free, online seminar, "Using the Cisco Technical Support Website for Online Support." We will host live sessions of this seminar on February 10 during EMEA business hours, and on February 19 during Americas business hours.

In about one hour, this seminar shows you how to quickly find the online technical support you need, including sample configurations, field notices, troubleshooting tips, software documentation, and online diagnostic tools.

Register for a live session or view a recorded on-demand seminar today by visiting the following URL:

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

For Microsoft PowerPoint versions of Cisco Technical Support Seminars, visit the following URL:

www.cisco.com/techsupport/training


New Technical Tips

Cisco IOS® Software

Security Advisory:
Vulnerabilities in H.323 Message Processing

www.cisco.com/en/US/products/products_security_advisory09186a00801ea156.shtml


Content Networking

Configuration Example:
How to Fix an Expired VeriSign Intermediate Certificate on the CSS 11500

www.cisco.com/en/US/products/hw/contnetw/ps792/products_configuration_example09186a00801e8071.shtml


Tech Note:
Troubleshooting Reverse Transparent Caching for WCCP

www.cisco.com/en/US/products/hw/contnetw/ps546/products_tech_note09186a00801e6f32.shtml


Field Notice:
Some Non-Fully Populated Cisco CSS 11500 Series Content Services Switches Running WebNS Version 7.10.4.06 and Earlier May Incorrectly Detect Module Presence

www.cisco.com/en/US/products/hw/contnetw/ps792/products_field_notice09186a00801e7ac1.shtml


Customer Contact Software

Tech Note:
How to Determine Whether an ICM Nortel Meridian PIM (merpimct) Is Offline or Has Gone Offline

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801e7b46.shtml


Tech Note:
Why Does the Agent Login Page Hang when Attempting to Login to Cisco Collaboration Server?

www.cisco.com/en/US/products/sw/custcosw/ps747/products_tech_note09186a00801eb073.shtml


Tech Note:
Why Is the Set Network Trunk Group Button Grayed out in Cisco ICM 4.5?

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801ea169.shtml


Tech Note:
Why Does Applying Language-Dependent Hotfixes to Cisco ICM Fail?

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801e7a17.shtml


Tech Note:
Why Routing Scripts Cannot Access Call Control Variables Set in Administrative Script

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801e7a18.shtml


Tech Note:
Jaguar Authentication to External WebView Database Fails

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801e73ee.shtml


Tech Note:
How to Set Up Login Credentials for Two External Databases Accessed by the DBWorker Process

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00801eb011.shtml


Tech Note:
Supervisor Cannot Record an Agent's Call - RASCAL Service Is Not Available

www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801eb006.shtml


Q&As:
Are There Compatibility Issues between Cisco ICM 4.6.1, 4.6.2, 5.0, and RMS 2.0?

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_qanda_item09186a00801e7352.shtml


Q&As:
What Does the Message "MIVR-SS_RM-3-RESOURCE_DOES_NOT_ EXIST..." Mean?

www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a00801e735c.shtml


Q&As:
Is All of the Associated Historical Data in the HDS Removed after Deleting a Service or SkillGroup?

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_qanda_item09186a00801e73f2.shtml


Q&As:
Does Cisco ICM CallRouter Support Multiple Historical Data Servers?

www.cisco.com/en/US/products/sw/custcosw/ps1001/products_qanda_item09186a00801e7353.shtml


Field Notice:
New Install of Cisco IP Contact Center (IPCC) Express or IP/IVR 3.1(2) Fails to Display the AppAdmin Screen on the New MCS Servers

www.cisco.com/en/US/products/sw/custcosw/ps1846/products_field_notice09186a00801eaeef.shtml


IP Routing and Routed Protocols

Configuration Example:
MPLS/VPN with EIGRP on the Customer Side

www.cisco.com/en/US/tech/tk436/tk428/technologies_tech_note09186a00801eb09a.shtml


LAN Switching

Tech Note:
Understanding and Configuring Switching Database Manager on Catalyst® 3750 Series Switches

www.cisco.com/en/US/products/hw/switches/ps5023/products_tech_note09186a00801e7bb9.shtml


Network Management

Tech Note:
Cisco WAN Manager Processes

www.cisco.com/en/US/products/sw/netmgtsw/ps2340/products_tech_note09186a00801e81a8.shtml


Field Notice:
Cisco Building Broadband Service Manager (BBSM) 5.0 and 5.1 Microsoft (MS) Patches

www.cisco.com/en/US/products/sw/netmgtsw/ps533/products_field_notice09186a00801eb963.shtml


Optical

Field Notice:
15808-FAN-TRAY Version (800-15928-02) May Result in False Alarms on 15808-SCU Modules due to Incorrect Fan Low Current Threshold Settings

www.cisco.com/en/US/products/hw/optical/ps2016/products_field_notice09186a00801e9e4a.shtml


Routers

Tech Note:
10000 ESR PRE2 Parity Error Fault Tree

www.cisco.com/en/US/products/hw/routers/ps133/products_tech_note09186a00801ea508.shtml


Field Notice:
NSE-100 Unexpected Failure

www.cisco.com/en/US/products/hw/routers/ps352/products_field_notice09186a00801e6e8e.shtml


Security and VPN

Configuration Example:
Configuring IDS Blocking Using VMS IDS MC

www.cisco.com/en/US/products/sw/secursw/ps5052/products_configuration_example09186a00801e8181.shtml


Configuration Example:
Configuring IDS TCP Reset Using VMS IDS MC

www.cisco.com/en/US/products/sw/cscowork/ps2330/products_configuration_example09186a00801e817f.shtml


Configuration Example:
How to Configure the Cisco VPN Client to PIX® with AES

www.cisco.com/en/US/products/sw/secursw/ps2308/products_configuration_example09186a00801e71c0.shtml


Configuration Example:
Quality of Service with Dynamic Multipoint VPN

www.cisco.com/en/US/tech/tk583/tk372/technologies_configuration_example09186a00801e6206.shtml


Configuration Example:
Configuring DMVPN and Easy VPN Server with ISAKMP Profiles

www.cisco.com/en/US/tech/tk583/tk372/technologies_configuration_example09186a00801eafcb.shtml


Tech Note:
Connecting a Modem to the Cisco VPN 3000 Concentrator Console

www.cisco.com/en/US/products/hw/vpndevc/ps2284/products_tech_note09186a00801e7a75.shtml


Q&As:
Firewall Services Module

www.cisco.com/en/US/products/hw/modules/ps2706/products_qanda_item09186a00801e9e26.shtml


Storage Networking

Configuration Example:
MDS-to-MDS Basic Configuration with FCIP

www.cisco.com/en/US/tech/tk571/tk223/technologies_configuration_example09186a00801e6f03.shtml


Voice

Tech Note:
Setting up Multiple Cisco Unity™ AutoAttendants with Call Forwarding through Cisco CallManager

www.cisco.com/en/US/products/sw/voicesw/ps2237/products_tech_note09186a00801e6ef6.shtml


Tech Note:
Troubleshooting Mute Calls on the Cisco PGW 2200

www.cisco.com/en/US/products/hw/vcallcon/ps2027/products_tech_note09186a00801e80ac.shtml


Tech Note:
Cisco PGW 2200 Echo Control Description

www.cisco.com/en/US/products/hw/vcallcon/ps2027/products_tech_note09186a00801e71c1.shtml


Tech Note:
The Cisco PGW 2200 Softswitch with One CPU is Rejecting a Call due to the MCL

www.cisco.com/en/US/products/hw/vcallcon/ps2152/products_tech_note09186a00801e7285.shtml


Tech Note:
Faxing over IP Using Catalyst 6608 and VG248

www.cisco.com/en/US/tech/tk652/tk777/technologies_tech_note09186a00801e61bb.shtml


Tech Note:
Using DBLHelper to Reestablish a Broken Cisco CallManager Cluster SQL Subscription

www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801e7ddf.shtml


Field Notice:
Billing and Measurements Server (BAMS) - Rollover to January 1, 2004 Generates Errors in Processing Data

www.cisco.com/en/US/products/sw/voicesw/ps522/products_field_notice09186a00801e7a59.shtml


Security Advisory:
Cisco Personal Assistant User Password Bypass Vulnerability

www.cisco.com/en/US/products/products_security_advisory09186a00801e7d9c.shtml


WAN

Configuration Example:
Renumbering IPX/IGX/BPX® Nodes

www.cisco.com/en/US/products/sw/ps2346/ps99/products_configuration_example09186a00801e8171.shtml


Configuration Example:
How to Add a New Node to an IGX/BPX Network

www.cisco.com/en/US/products/hw/switches/ps988/products_configuration_example09186a00801e7f4b.shtml


Tech Note:
PXM1E "Failed" State Recovery Procedure

www.cisco.com/en/US/products/hw/switches/ps1938/products_tech_note09186a00801e8177.shtml


Field Notice:
Some Universal Router Modules (URMs) Were Shipped with Defective Bus B Circuitry

www.cisco.com/en/US/products/hw/switches/ps988/products_field_notice09186a00801e9f05.shtml


Newsletter Archive

To view past issues of this newsletter, please visit:

www.cisco.com/techsupport/newsletter


About This Newsletter

Forget Your User ID or Password?
Your user ID is usually your first initial followed by your last name; for example, John Doe's user ID might be "jdoe." If you can't remember your password, send a blank e-mail message to cco-locksmith@cisco.com. An automatic check will verify that your e-mail address is registered with Cisco.com. Account details with a new random password will be sent in an e-mail to you.

Attachments and Viruses:
To help prevent the spread of computer viruses, we never send Cisco Technical Support News e-mails with attachments, although some e-mail clients such as AOL might recognize embedded pictures as attachments. We always send Cisco Technical Support News e-mails from valid Cisco domains (cisco.com or emessage.cisco.com), and we encourage you to run updated virus-scanning software on your computer systems whenever you are connected to the Internet.

Cisco Privacy Policy:
We use pixel tags in e-mail messages in conjunction with cookies to help us determine if our communications are useful to readers like you.

To see the privacy policy governing how Cisco collects and uses your personal information, visit:

www.cisco.com/public/privacy.html

Important Notices:
Copyright© 2004 Cisco Systems, Inc. All rights reserved. Cisco, Cisco Systems, the Cisco Systems logo, BPX, Catalyst, Cisco IOS, Cisco Unity, IOS, 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)

To see additional legal information and important notices from Cisco, visit:

www.cisco.com/public/copyright.html