Cisco® Technical Support
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Vol.6 No.5 March 3, 2004 Unmatched Online Technical Support

In This Issue:

Letter from the Editor


Other News

New Technical Tips
Newsletter Archive

About This Newsletter

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Letter from the Editor


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

This issue includes a feature article about recent enhancements to the Cisco Software Advisor, a popular online tool that can help you research Cisco software. These enhancements provide a variety of features designed to make software searches quicker and easier than ever before. You'll find this feature article immediately after my signature below.

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

  • Status of changes to Cisco TAC service request tracking systems
  • On-demand and PowerPoint-based Cisco Technical Support 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 Technical Support News Editor


Cisco Software Advisor Tool - UPDATE:
Three Major Enhancements Streamline Software Searches

The Cisco Software Advisor tool allows you to search for Cisco software by feature, release, and hardware platform, to help you find the software version you need. To help streamline your software research, we recently made three major enhancements to this tool: a new "configurator," an expanded results page, and flexible new options for managing your product profiles. We're excited about this powerful new functionality, and we encourage you to let us know what you think of the changes.

Here are the details about these enhancements:

  • With the new configurator, you can build and validate select hardware devices virtually. The configurator allows you to:
    • Interactively configure devices at the module slot level.
    • Validate your hardware configurations against Cisco-supported models.
    • Research software releases for Cisco IOS® and Catalyst® OS products.

  • The expanded results page lets you:
    • Download the latest release in each compatible software train.
    • Compare software features between two compatible releases.
    • Add any software release for feature comparison with your results.
    • Research bugs for each recommended release via the Bug Toolkit.
    • Find MIB information via the Cisco SNMP Object Navigator tool.
    • View Field Notices and Security Advisories for your product.

  • New advanced options for managing your product profiles enable you to:
    • Save your hardware and software product profiles for later use.
    • Edit, update, and manage your product profiles at will.
    • Compare saved queries to find compatible releases across devices.

Check out these enhancements today, and let the Software Advisor tool guide your software research:
(available to registered users only)

Other News

Cisco TAC Service Request Tracking Systems - UPDATE:
Changes to Systems to Be Complete in March

Several previously announced changes to the Cisco Technical Assistance Center (TAC) service request tracking systems are already in place, with the remaining changes to be complete in March 2004. Changes include a new service request numbering scheme, new access requirements, new terminology, and a new online tool to replace the TAC Case Open and TAC Case Query tools.

Here's a summary of the upcoming changes and how they will affect you:

  • By the end of March 2004, the Cisco TAC will start using a new service request numbering scheme. Numbers will change from one letter followed by six numbers to nine digits starting with "6." For example, a service request number might be "612345678" rather than "A123456." If your company's internal systems use TAC service request numbers, be sure to let your IT staff know about this change as soon as possible.

  • Beginning March 8, 2004, you must have an active Cisco service contract and be registered as a user to access any Cisco support services. This means that you need both an active contract or contracts and current personal contact details in your profile. If you have not already done so, please update your profile as soon as possible at:
    (available to registered users)

  • By the end of March 2004, the transition to new terminology for opening and managing technical support issues will be complete. The new terms include "service request" (replacing "case"), "severity" (replacing "priority"), and "service line" (replacing "contract type"). During this transition, we are using the old and new terms together; for example, "service request (case)."

  • Near the end of March 2004, we will combine the online TAC Case Open and TAC Case Query tools into a single, enhanced TAC Service Request Tool. We will provide you with more information about this change in the March 17 issue of this newsletter.

For more information about any of these changes, visit one of the following TAC Update pages:
(available to registered users)
(available to non-registered users)

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

Cisco Technical Support Seminars - UPDATE:
Online Website Training Available Around the Clock

Would you like to learn how to find solutions to your networking issues quickly and easily? You can -- any day, any time -- by viewing these free, online Cisco Technical Support Seminars:

  • "Using the Cisco Technical Support Website for Online Support" -- Shows how to use online tools to troubleshoot common issues with hardware, configuration, and performance; analyze "show" commands; determine software compatibility; and more.

  • "Using the Cisco Technical Support Website for General Router Issues" -- Demonstrates online tools and information for troubleshooting router crashes and hangs, memory problems, and error messages; choosing a Cisco IOS software release for your router; recovering a password; and developing initial configurations by technology or platform.

  • "Using the Cisco Technical Support Website for IP Routing Issues" -- Shows how to find information for troubleshooting Border Gateway Protocol (BGP) and Open Shortest Path First (OSPF), verifying Network Address Translation (NAT) operation, configuring Enhanced Interior Gateway Routing Protocol (EIGRP) and OSPF over Frame Relay, and IP addressing and subnetting.

  • "Using the Cisco Technical Support Website for LAN Issues" -- Highlights resources for hardware information, software installation, software configuration, and troubleshooting for Catalyst switches.

  • "Using the Cisco Technical Support Website for Security and Virtual Private Network Issues" -- Features online security- and VPN-related tools and technical documentation for installation, configuration, and troubleshooting.

  • "Using the Cisco Technical Support Website for Voice Issues" -- Follows the typical life cycle of an IP telephony installation and covers Website resources for planning, design, implementation, troubleshooting, and operational issues.

By clicking the "Tell a Friend" button when viewing a seminar, you can also tell your friends and co-workers about these valuable training resources.

Visit the URL below today to view recorded, on-demand Cisco Technical Support Seminars at your convenience:
(available to all users, but this standalone site requires registration separate from

For Microsoft PowerPoint versions of these seminars, please visit:

New Technical Tips

Content Networking

Configuration Example:
KAL_AP by Tag Keepalive on the GSS with CSS

Customer Contact Software

Tech Note:
Agent with the Extension Mobility Enabled Fails to Log in to Cisco Agent Desktop

Tech Note:
Initial Supervisor Desktop Login Failure with New Supervisor Desktop ID

Tech Note:
CTI Route Point Configuration and Use

Tech Note:
New Wave Prompts Added to an Existing Script Play Static Noise

Tech Note:
How to Determine Whether a Cisco ICM vrupim Is Offline or Has Gone Offline

Tech Note:
Qualifying Ethernet Cards for Cisco Agent Desktop Monitoring

IP Routing and Routed Protocols

Configuration Example:
Layer 2 Tunneling Protocol (Version 3) Static Method and Hairpinning Method

Configuration Example:
IPv6: Connecting to the 6bone Using 6to4 Tunnels

Configuration Example:
Policy-Based Routing Using the "set ip default next-hop" and "set ip next-hop" Commands

LAN Switching

Security Advisory:
Cisco 6000/6500/7600 Crafted Layer 2 Frame Vulnerability


Database Synchronization between the Active and Standby TCC+/TCC2

Field Notice:
DS3XM-6 Autonomous Reset with ONS 15454 Releases 3.2.x through 4.1.2, or Release 4.5

Field Notice:
Database Corruption with ONS 15454 SDH Releases 4.0, 4.0.1, and 4.1.0


Tech Note:
CAB-25AS-MMOD Adapter Technical Specifications

Tech Note:
CAB-25AS-FDTE Adapter Technical Specifications

Tech Note:
Ethernet 100BaseTX and 10BaseT Cables: Guidelines and Specifications

Tech Note:
CAB-X21 MT and CAB-X21 FC Serial Cable Specifications

Tech Note:
CAB-530 MT Serial Cable Specifications

Tech Note:
CAB-232 MT and CAB-232 FC EIA/TIA-232 Serial Cable Specifications

Tech Note:
WIC-1DSU-T1 Cable Specifications

Tech Note:
WIC-1T One-Port Serial WAN Interface Card Cable Specifications

Tech Note:
Auxiliary Port, Console Port, and Adapter Pinouts for Cisco 1000, 1600, 2500, 2600, and 3600 Series Routers

Tech Note:
Cisco 1601-R Router Cable Specifications

Tech Note:
Cisco 1602-R Ethernet/Serial Modular Router Cable Specifications

Tech Note:
Cisco 1603-R Ethernet/ISDN-BRI Modular Router Cable Specifications

Tech Note:
Cisco 1604-R Ethernet/ISDN-BRI Modular Router Cable Specifications

Tech Note:
Cisco 1605-R Dual Ethernet/WAN Interface Card Slot Router Cable Specifications

Tech Note:
Ethernet AUI Port, Pinouts, and Cable Specifications

Tech Note:
WIC-1DSU-56K4 Cable Specifications

Tech Note:
WIC-1B-S/T and WIC-1B-U Cable Specifications

Tech Note:
CAB-449 MT and CAB-449 FC EIA/TIA-449 Serial Cable Specifications

Tech Note:
5-in-1 V.35 Assembly and Pinouts

Field Notice:
Difficulty Passing Traffic through Port 1 and 2 on OSM-2+4GE-WAN+ Spares after Shipment

Security and VPN

Configuration Example:
Encrypt Pre-Shared Keys in Cisco IOS Router

Tech Note:
VPN Client GUI Error Dictionary


Configuration Example:
Hookflash Transfer in MGCP

Configuration Example:
Set Traces with Cisco CallManager 4.0

Tech Note:
PGW 2200 Nailed Solution for CGB and CGU

Tech Note:
How Multiple Calls per Line Work in Cisco CallManager 4.0

Newsletter Archive

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