Cisco® Technical Support
Cisco Logo
Vol.6 No.20 October 20, 2004 Unmatched Online Technical Support

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.

See the "About This Newsletter" section at the end of the newsletter for more information about:

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

Letter from the Editor


Welcome to the second October issue of the Cisco Technical Support Newsletter! Beginning in November, the Cisco Technical Support Newsletter will be published on a monthly schedule.

Here are the topics we cover in this issue:

  • New My Tech Support personalization feature
  • New Cisco IOS Software release
  • Updates to RMA/SVO Tools
  • Redesign of Cisco online books
  • Upcoming events at Networking Professionals Connection
  • Top ranking for CCIE certification

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, please send an e-mail message to

- J. Camia
    Cisco Technical Support News Editor

News Updates

My Tech Support - NEW:
New Personalization Feature of the Cisco Technical Support Website

Cisco has launched My Tech Support, the new personalization feature of the Cisco Technical Support Website. My Tech Support allows customers and partners to specify and receive personalized information about Cisco products, technologies, service requests, bug updates, and more. As a result, less time is spent searching for essential information.

With My Tech Support, registered Cisco SMARTnet® and Cisco SP Base customers and partners can:

  • Manage and track recent Cisco TAC service requests.
  • Receive recently published technical documentation for the products and technologies they specify.
  • Receive the latest software bug updates based on their Software Bug Toolkit profiles.
  • Help maintain network security by staying informed about the latest security advisories and field notices.
  • Receive news about the latest offerings on the Cisco Technical Support Website.
  • Manage and store their favorite bookmarks.
  • Join discussion groups and forums on Networking Professionals Connection.
  • Access partner-specific tools and content on (Available to Cisco partners only.)

Non-registered customers have access to a less robust version of My Tech Support, including discussion groups and forums, news about the latest Cisco technical support offerings, and bookmarks.

Begin taking advantage of My Tech Support today:

Upcoming Enhancements Provide Many Benefits

On December 11, 2004, Cisco will add several features to the online RMA/SVO tools you use to create and follow-up on return material authorizations (RMAs) and service orders (SVOs).

The new features provide you with these benefits:

  • Improved layout and navigation
  • Single source of status information
  • More informative e-mails about the SVO
  • Links to more detailed information
In addition, please be aware of the following important changes:
  • The contract number will be based on the ship-to address and service line.
  • Return and replacement will be separate line items in the SVO.

Stay tuned for more information in an upcoming issue of this newsletter. To preview a demonstration of the updated RMA/SVO tools, visit this URL:

Cisco IOS® Software Release 12.3(11)T - NEW:
New Release Extends Cisco IOS High Availability

Cisco IOS Software Release 12.3T and the new Cisco Integrated Services Routers represent the industry's first hardware/software system to deliver secure, wire-speed data, voice, video, and security services to small- and medium-sized businesses, enterprise branch offices, and service providers who offer managed services. This new system lowers the total cost of ownership for customers by speeding application deployment and reducing operating complexity.

An update to Release 12.3(8)T supports the Cisco 1800 and 2800 Series Routers, while Release 12.3(11)T supports the Cisco 3800 Series Router. This new family of routers leverages the benefits of all features introduced in the four previous releases of the Release 12.3T family.

In addition to supporting the Cisco Integrated Services Routers, Release 12.3(11)T extends the benefits of Cisco IOS High Availability to small- and medium-sized businesses and branch offices by minimizing router downtime during planned or unplanned outages.

Key features in Release 12.3(11)T include:

  • Cisco IOS Warm Upgrade -- Significantly reduces planned downtime for Cisco IOS Software devices during upgrades to new Cisco IOS Software images.

  • Cisco IOS IPSec Stateful Failover -- Enables a backup router to take control of terminating IPSec traffic if the primary router or circuit is affected by an outage. Greatly improves failover time, as compared to a stateless IPSec/Hot Standby Router Protocol (HSRP) outage.

For additional information, please visit:

Cisco IOS Software Release 12.3T

Release 12.3T Q&A

Release 12.3(11)T Flash Demo

Cisco Online Books - UPDATE:
Redesign Improves Usability of Online Books

Cisco has redesigned the interface of the multi-chapter manuals and online books on to be more user-friendly. The new format features an expandable contents menu in the left-hand column, which allows you to jump directly to the section or chapter containing the information you are seeking. This new functionality is a great time-saver. In addition, you can now download chapters and complete books in PDF format.

Visit the URL below to view a newly redesigned online book:

Networking Professionals Connection - UPDATE:
Upcoming Events

Networking Professionals Connection is an interactive Website where you can discuss Cisco networking products and technologies with Cisco experts and networking professionals around the world.

Upcoming events on Networking Professionals Connection include:

  • "Ask the Expert" events, which allow you to discuss specific networking issues online with Cisco engineers:

    • "Secure WAN in the Business Ready Branch," October 25-November 5
    • "Advanced Loadbalancing with CSM, CSS, and Their SSL Modules," October 25-November 5

Note: "Ask the Expert" events are subject to rescheduling. Please refer to the URL above for the very latest schedule.

  • TechTalks are online Webcasts that focus on particular technology areas. You can view the latest event schedule, register to attend a live session, and view archived presentations on the Web anytime:

To attend an event or participate in a discussion forum, visit Networking Professionals Connection at:

CCIE® Central - UPDATE:
Top Ranking from CRN; Revised Optical Exam

The 2004 CRN Certification Study awarded the Cisco CCIE certification program the top overall ranking. CRN (formally Computer Reseller News) evaluated IT certifications using five different measures: importance of certification, return on investment (ROI) to employer, improvement in ROI, ability to generate new business, and highest pay raises. The results of the study are available here:

Beginning October 1, 2004, the revised Service Provider Optical written exam is being offered in all testing locations. The revised exam tests candidates' knowledge of optical-specific technologies and general networking. The Optical Written Exam Blueprint describes the topics included in the exam:

New Technical Tips

Broadband Cable

Cable DOCSIS 2.0

Cisco IOS

Tech Note:
Cisco IOS Software Release 12.2(15)XR

Tech Note:
Cisco IOS Software Release 12.3(8)XY

Field Notice:
DSP May Hang with More than One Active Call on Analog FXO Lines

Cisco TAC Case Collection Solution:
Hardware, Software, and Feature Compatibility and Memory Requirements

Content Networking

Tech Note:
What to Do when Your CSS Reboots Unexpectedly (CRASH, Core Dump)

IBM/SNA and Token Ring

Configuration Example:

LAN Switching

Field Notice:
Inserting a WS-X3500-XL GBIC May Cause Damage to the GBIC

Cisco TAC Case Collection Solution:
Unable to Configure Port Security on a Catalyst® 2940, 2950, 2955, 2970, 3550, 3750, 2900XL, or 3500XL Series Switch

Want to learn about other LAN resources on the Cisco Technical Support Website? View the free, on-demand Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for LAN Issues," today:


Tech Note:
Cisco ONS 15454 ML Card Troubleshooting

Voice and IP Communications

Tech Note:
MeetingPlace® Audio Server 8106 Extended Echo Canceller Settings

Tech Note:
Cisco Outbound Option: Do-Not-Call List Table

Tech Note:
Call Bounce between Two Agents - Forward NoAnswer Timer

Tech Note:
Backup Cisco ICM Database in Microsoft SQL 2000

Tech Note:
Error 2627: Duplicate Agent Login Name

Tech Note:
Cisco Unity™ Voice Message Delivery to an Octel Aria Bulletin Mailbox or an Octel Serenade SDL

Field Notice:
Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft September 2004 Security Update

Field Notice:
IP Contact Center Call Manager PG Will Be Affected by Using the Patch Manager's Uninstaller Program on Applied Engineering Specials or Service Releases

Cisco TAC Case Collection Solution:
No Audio or One-Way Audio Is Experienced on IP Phones when Calls Are Placed across 2691 or 3700 Gateways

Want to learn about other voice resources on the Cisco Technical Support Website? View the free, on-demand Cisco Technical Support Seminar, "Using the Cisco Technical Support Website for Voice Issues," today:

Newsletter Archive

To view past issues of this newsletter, please visit:

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 An automatic check will verify that your e-mail address is registered with 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 ( or, 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:

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