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
