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Technical Services News
August 2008

Cisco Technical Services Quick Start Guide Now Available

This guide includes "how-to" instructions concerning your support services, such as how to register for a Cisco.com ID, how to open a TAC service request, and how to process an RMA. More...

Utilizing the New Packet Capture Feature

Rodney Dunn of the Cisco Technical Assistance Center (TAC) shows you how to troubleshoot packet loss at a remote location by utilizing the new packet capture feature available in Cisco IOS 12.4(20)T. More...

Cisco Earns 2008 J.D. Power and Associates Certification

Cisco Technical Services earned the award for Outstanding Technology Service and Support and continued commitment to customer satisfaction. More...

Implementing Fax over IP

Dealing with fax communications is an important piece of any comprehensive VoIP and Unified Communications solution. This article by David Hanes delves into the unique transport mechanisms and design best practices necessary for successfully implementing fax over IP in your network. More...

"Customer Service: From Calls to Contacts" through TechWiseTV

Whether you are an IT professional or business manager, be sure to watch this episode of TechWiseTV and see the latest innovations in contact center solutions. More...

Technical Training with Cisco Live Virtual

Get connected to more than 300 technical training and educational sessions with a membership to Cisco Live Virtual. More...

New Cisco Product Documentation Available Online

"What's New in Cisco Product Documentation" is an online publication that provides information about the latest documentation releases for Cisco products. More...

Networking Professionals Connection

Check out current and upcoming events and discussions through Networking Professional Connection. More...


Contact the TAC

If you have any technical questions regarding a Cisco product or service, you can contact the Cisco Technical Assistance Center (TAC) by selecting "Contact the TAC" located in the Related Links section to the left.


Security Advisories

Technical Documents

Application Networking Services

IP Routing

Security and VPN

Voice and Unified Communications

Wireless

Field Notices

Optical

Routers

Storage Networking

Recent Support Wiki Topics

Updated Technical Documents

IP Routing

LAN Switching

Security and VPN

Voice and Unified Communications

Wireless

Cisco Technical Services Quick Start Guide Now Available

The Cisco Technical Services Quick Start Guide was created specifically to help you get the most from your Cisco Technical Services contract. It includes "how-to" instructions concerning your support services, such as how to register for a Cisco.com ID, how to open a TAC service request, and how to process an RMA.

Relevant service contracts include:

  • Cisco SMARTnet Service
  • Cisco Software Application Support Services
  • Cisco SP Base
  • Cisco Focused Technical Support
  • Cisco Services for Intrusion Prevention Systems (IPS)
  • Cisco Unified Communications Software Subscription

If you have purchased one of the above technical services contracts, this guide will be useful to you. Ask your Cisco representative or partner for a copy, or download a copy today.

New TAC Tip: Utilizing the New Packet Capture Feature

When troubleshooting packet loss at a remote location where a sniffer trace isn't available, it's hard to isolate it to the LAN or WAN. In the new Cisco IOS 12.4(20)T there is a packet capture feature. The filters can be set based on interface name, direction, ACL, and even if it's to be punted to process level.

First define the capture buffer with the CLI command:
monitor capture buffer

Then define the capture point. An example here:
monitor capture point ip cef testpoint all both

Associate the capture point to the buffer:
monitor capture point associate testpoint testbuff

And then start the capture:
monitor capture point start all

To see the frames in the buffer:
show monitor capture buffer testbuff dump

You can even copy the buffer off as a pcap file to load it in a sniffer application such as Wireshark for additional analysis.

- Rodney Dunn, Cisco TAC

Do you have something to add? If you are registered with Cisco.com, you can contribute to this TAC Tip on the Cisco Support Wiki now.

Not registered with Cisco.com? Register today and begin taking advantage of Cisco tools and information.

To learn more about Reader Tip submission and guidelines, visit the Reader Tip submission page. If your Tip is selected for publication in the Cisco Technical Services Newsletter, you will receive a complimentary Cisco polo t-shirt from the newsletter staff.

Note: All tips published in the Cisco Technical Services Newsletter are reviewed by Cisco technical support engineers; however, the Cisco Technical Services Newsletter and Cisco cannot guarantee the accuracy or completeness of these tips.

Cisco Earns 2008 J.D. Power and Associates Certification

Cisco Technical Services has been recognized by J.D. Power and Associates for providing "An Outstanding Customer Service Experience." Cisco was the first global networking company recognized with this prestigious certification and for the third year in a row has been recognized for sustaining that excellence. Cisco Technical Services, part of the Customer Advocacy organization, earned the award for Outstanding Technology Service and Support and continued commitment to customer satisfaction.

The certification process is extremely rigorous, requiring companies to rank in the top 20 percent of the industry and pass an expert audit of their support policies and procedures. Service operations must show alignment to customer needs and be independently validated by feedback directly from Cisco customers who have used Cisco support services. Cisco passed with flying colors.

Industry recognition is one of the best ways to understand how we are serving our customers and setting the standard for service and support. "At Cisco, we strive to provide our customers with outstanding service and support on a global basis. At the end of the day, providing a superior customer experience is one of our most critical markers of success," said Joe Pinto, Senior Vice President of Technical Services for Cisco. "We believe our ability to sustain this certification for three years in a row further demonstrates our commitment to our customers."

The 2008 J.D. Power and Associates Certification for Technology Service and Support Excellence is one of the many industry awards and certifications that illustrate Cisco's commitment to enabling customer success with Cisco technology. Read about Cisco's other industry awards for embedded product support and outstanding support.

Learn more about Cisco Services today. J.D. Power and Associates 2008 Certified Technology Service & Support ProgramSM, developed in conjunction with SSPA. For more information, visit www.jdpower.com or www.thesspa.com.

Technical Training with Cisco Live Virtual

Build your knowledge about technologies such as mobility, wireless, network systems, security, data center, and more with a membership to Cisco Live Virtual. Browse the unique 3D virtual environment using guest access and view a complimentary session online now.

With your US$250 subscription, you will have access to more than 300 technical training and educational sessions presented by Cisco engineers, technology experts, and training partners from Cisco Live 2008. In addition, you can participate in live interactive Webcasts and Second Life TechChats, link to discussion forums, and network with peers.

More than 10,000 networking professionals attend Cisco Live technical training to extend their knowledge base and skills. Now you have the opportunity to experience the same technical training online.

Subscribe today and begin your training.

TechWiseTV: "Customer Service: From Calls to Contacts"

Today, providing superior customer service is the shared responsibility of everyone in your organization. Whether you are an IT professional or business manager, be sure to watch this episode of TechWiseTV and see the latest innovations in contact center solutions. Learn how these technologies can enable you to serve customers more quickly, more intelligently, and more efficiently.

Discover how video is revolutionizing customer service in ways that might surprise you. Find out how you can give customers on-demand access to experts in your company to more quickly resolve problems or take advantage of special opportunities.

Watch TechWiseTV and learn:

  • The critical components of a modern contact center
  • How to empower customers to serve themselves
  • How to take advantage of web, email, and chat
  • The latest innovations in customer relationship management (CRM) integration
  • New reporting and monitoring options that enable you to maximize contact center efficiency
  • How video is creating new opportunities

Learn more and register to view today.

New Cisco Product Documentation Available Online

"What's New in Cisco Product Documentation" is an online publication that provides information about 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.

In addition to many new and revised documents, highlights of the August release include documentation for the following:

  • Cisco NAC Profiler, 2.1.8
  • CiscoView 6.1.8
  • CiscoWorks Assistant 1.1

View the latest release of "What's New in Cisco Product Documentation" online or as an RSS feed today.

Upcoming "Ask the Expert" Events and TechTalks from NetPro

Networking Professionals Connection (NetPro) 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:
  • "WAN Optimization and Application Acceleration," now through August 22
  • "SSL VPN," now through August 22
  • "Integrating and Deploying Fax over IP (FoIP) Solutions," August 25 through September 5
  • "Unified Customer Voice Portal (CVP)," August 25 through September 5

    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 subjects. 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.

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