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Vol.8 No.3 Unmatched Online Technical Support March 2006
New System-Level Support Increases Service Efficiency

In association with the recent launch of Cisco Unified Communications products and services, Cisco has announced a new support approach called system-level support. Designed to increase service efficiency across your Cisco Unified Communication network, system-level support enables holistic troubleshooting and resolution of your problem, using a system- rather than component-level methodology.

This new system-level support approach resolves your service issues more efficiently by:

  • Diagnosing and resolving a problem faster
  • Reducing technical-support cycles and downtime
  • Providing a seamless system-level support experience from order to delivery of Cisco Unified Communications solution bundles

This collaborative delivery methodology is incorporated into two of the newest services offered by Cisco -- Cisco Essential Operate and Cisco Select Operate. These new Cisco Operate Services combine technical support services capabilities such as server replacement, application software updates, and hardware and software problem resolution into one service that covers the entire system.

For more information on the new Cisco Unified Communications Services and system-level support, visit: services_segment_service_home.html

NEWS UPDATES     Back to top

Cisco TAC Service Request Tool - UPDATE:
Recent Enhancement Offers More Accurate Service Request Routing

Cisco recently launched an enhancement to the Technical Assistance Center (TAC) service request routing system resulting in more accurate initial routing of your service request to the correct TAC support team. Now, when you open an online service request using the Cisco TAC Service Request Tool (TSRT), you will have three variables to describe your problem as opposed to four.

The updated variables list appears as follows:

  • Technology
  • Subtechnology
  • Type of Problem (formerly "Problem Summary" and "Detailed Problem Summary")

This new combination of variables is associated with a unique new routing rule which offers greater routing accuracy and noticeably decreases misrouting. As a result, this simplified process will make it easier for you to get the right support for your problem.

Stay tuned to the Cisco Technical Support Newsletter to learn about additional enhancements to the TSRT, including a new streamlined version coming this summer.

Visit the Cisco TAC Service Request Tool today at:
(available to registered users only)

Not registered with Visit the URL below to register and begin taking advantage of this and many other useful tools:

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Cisco Product Quick Reference Guide - UPDATE:
February 2006 Edition Now Available

Cisco products, services, and solutions can help your company realize greater returns on technology investments. The Cisco Product Quick Reference Guide (QRG) helps you understand the various Cisco product features and benefits in a portable, easy-to-use format. This handy, compact reference tool was recently updated and is now available online.

The Cisco Product QRG includes the following information for many Cisco products:

  • Brief product overviews
  • Key features
  • Sample part numbers
  • Abbreviated technical specifications

Receive 10% off your entire order (excludes shipping) now through March 31, 2006 when you enter code "Early_Bird_TS" at checkout.

Note: Cisco employees should use code "Early_Bird_TS_CE" for discount.

Order your Cisco Product Quick Reference Guide today at:

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US Cisco Networkers 2006 Conference - UPDATE:
Register Now for This Year's "Must Attend" Networking Event

Update your technical training and interact with top Cisco engineers and your peers at US Cisco Networkers 2006. This year's conference will be held June 18-23 in Las Vegas, NV.

Register now to:

  • Save US$400 with the Early Bird discount (good until April 21)
  • Secure space in your preferred sessions (choose from more than 200)
  • Select your free Cisco Career Certification exam (a US$300 value)
  • Reserve a Monday or Friday full-day Techtorial

Since many sessions fill quickly, you are encouraged to register early so you can enjoy the sessions and testing opportunities most important to you.

Register for US Cisco Networkers 2006 today at:

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CCIE Central - UPDATE:
Updates to Voice Lab Exam Coming in July

Effective July 17, 2006, all CCIE Voice lab locations will begin introducing Cisco Unity Express Network Module (NM-CUE) into the exam racks. Along with the NM-CUE introduction, the lab will also be upgrading to IOS version 12.4(3a) and the equipment software to the following versions:

  • Cisco CallManager 4.1(3) with latest SR
  • Cisco Unity 4.0(5)
  • Cisco Unity Express 2.1(2)
  • Cisco Customer Response Server/IP Contact Center Express 4.0(1)

All CCIE Voice candidates taking exams on July 17 or later should be familiar with the updated IOS, software and equipment, although the installations will take place over several weeks and it is possible some candidates may not see the new software and equipment in their exams.

For more information on these changes visit the CCIE Voice Lab Equipment and IOS Version page at:

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Cisco Marketplace - UPDATE:
New Product Documentation and Special Offer Now Available

"What's New in Cisco Documentation" is an online publication that provides information on the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products.

Highlights of the March release include documentation for the following:

  • Documentation Guide for Cisco Secure ACS Solution Engine 4.0
  • Installation Guide for Cisco Secure ACS Solution Engine 4.0
  • User Guide for Cisco Secure ACS Solution Engine 4.0

Documentation available for purchase in the Product Documentation Store is identified with a "Buy This Doc Now" link and corresponding DOC- number (for example, DOC-7816181=). Enter the DOC- number into the store's search field to locate the specific document.

The Product Documentation Store is updated weekly with the newest Cisco documentation, and now gives you the option of ordering documents in printed format or on a customized CD. Complete a quick survey after making your purchase and receive a complimentary USB drive (offer good with purchases of US$50 or more, while supplies last).

You can view the latest release of "What's New in Cisco Documentation" at:

Visit the Product Documentation Store today at:
(available to registered users only)

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Networking Professionals Connection - UPDATE:
Upcoming "Ask the Expert" Events and TechTalks

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:

    • "Deploying IOS WebVPN/SSLVPN," now through March 24
    • "Advanced Loadbalancing with CSM, CSS, and their SSL Modules," now through March 24
    • "Troubleshooting Intrusion Prevention Systems," March 27 through April 7
    • "Troubleshooting Dial Access Modem/ISDN Issues on Cisco Access Servers," March 27 through April 7

    Note: "Ask the Expert" events are subject to rescheduling. Please refer to the URL above for the most current 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 any time:

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

NEW TECHNICAL TIPS     Back to top

Broadband Cable

Field Notice:
SCA BB 3.0.0 - Custom Dynamic Signature Can Cause Reload - Future Software Release Will Resolve Issue

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Network Management

Field Notice:
Common Services 2.2 and 3.0 - Java Plug-in Security Vulnerability - Upgrade/Patch Required

Cisco TAC Case Collection Solution:
How to Recover the Admin Password

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Field Notice:
Cisco ONS 15454 False Mismatched Equipment Attributes (MEA) Alarm with Cisco ONS 15454 HD Shelf with Correct B-Side BNC and SMB EIA Panels

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Field Notice:
NM-AIR-WLC6-K9 - Some Units Shipped with Incorrect Software - RMA Required

Cisco TAC Case Collection Solution:
User Receives a "Bad memory - wrote zero, read 0x00040000 at location 0x00000010" Error Message due to a Poorly Seated or Faulty DRAM

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Security and VPN

Configuration Example:
Cisco ASA as a Remote VPN Server Using Cisco ASDM

Configuration Example:
Authentication and Authorization Server Groups for VPN Users via Cisco ASDM

Configuration Example:
Remote Cisco VPN Client Load Balancing on Cisco ASA 5500

Security Advisory:
TACACS+ Authentication Bypass in Cisco Anomaly Detection and Mitigation TACACS+ Products

Cisco TAC Case Collection Solution:
How to Clear ISAKMP and IPSec SAs on PIX Firewalls and Routers

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Voice and IP Communications

Configuration Example:
Cisco Unity: Set a Recovery Period for Deleted Voicemail

Tech Note:
PSTN Line Access with and without Prefix Dialing

Tech Note:
Cisco CallManager Failure to Load Large MOH Audio Source Files

Tech Note:
Failure to Forward Call Offsite - Issue with Calling Device Number

Field Notice:
Cisco Enterprise and Hosted Contact Center Products Notice for Microsoft February 2006 Security Updates

Field Notice:
Installing or Upgrading to ICM/IPCC/System IPCC Release 7.0 Enterprise and Hosted Editions May Encounter Problems

Cisco TAC Case Collection Solution:
Cisco IP Phone Does Not Register with the Cisco CallManager and the Phone Displays the "wrong version" and "unable to register" Error Messages

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Configuration Example:
Wireless LAN Connectivity Using a Cisco ISR with WEP Encryption and LEAP Authentication

Tech Note:
Cisco Aironet 1232 AG Access Point RMA Information

Field Notice:
BTS 10200 R3.X Call Agent Utilizing the Omni SS7 Stack Can Have Circuit Identification Code (CIC) Mismatches between the Call Agent and the Omni SS7 Stack

Field Notice:
AIR-ANT5145V-R Mounting Bracket Now Includes Two Clips for Quick Mounting

Cisco TAC Case Collection Solution:
Client Cards Do Not Associate to the Access Point


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