BroadSoft

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Cisco BroadWorks and legacy BroadSoft products support resources

• BroadSoft Technical Support Transition Quick Reference Guide
• Cisco BroadWorks Orderability and BroadSoft Technical Support Transition FAQ
• Technical Support Reference Guide for Cisco BroadWorks and Legacy BroadSoft Products
  (BroadCloud, Contact Center, UC-One SaaS, Webex for BroadWorks, PaaS, Hipcom)
• Technical Support Reference Guide for Customers and Partners using Contract Numbers for Support
• Technical Support Reference Guide for Customers and Partners using Smart Accounts for Support

Cisco Webex Contact Center and Cisco Webex Calling support resources

• Technical Support Reference Guide for Cisco Webex Contact Center (PDF - 1.2 MB)
• Technical Support Reference Guide for Cisco Webex Calling for SP (PDF - 1.3 MB)
• Technical Support Reference Guide for Cisco Webex Calling for VAR - Administrators Guide (PDF - 1.3 MB)
• Technical Support Reference Guide for Cisco Webex Calling for VAR - Users Guide (PDF - 871 KB)

Create a Technical Assistance Center (TAC) Request

• To open a TAC request, you must first register for a Cisco.com user ID. Your contract number must be associated with a Cisco.com user ID. You can do so by visiting the "Access" tab in your Cisco Account Profile. If you don't know your contract number, please contact your Cisco partner or account representative.
• Once you have a Cisco.com user ID, you can initiate or check on the status of a support case online, by email, or by contacting the TAC by phone:
  • U.S. - 1-800-553-2447 Toll Free
  • International support numbers
• For additional information on obtaining technical support through the TAC, please consult the appropriate Technical Support Reference Guide found on the Support Resources tab.

Note:

• Customers or partners using contract numbers for support must have their Cisco service contract number, product family, and a Cisco.com user ID when opening a case.
• Customers or partners using Smart Accounts for support must have a Cisco.com user ID and product family and when opening a case.
  • BroadSoft customers and partners that created their Cisco.com user ID by October 31, 2020 were automatically added to the Smart Account and Virtual Accounts. Customers and partners that created their Cisco.com user ID after October 31, 2020 will need to request access to the Smart Account using the company email domain. The request should include the names of the Virtual Accounts to which you require access.

Manage Access to Cisco Services

The Cisco Service Access Management Tool (SAMT) enables Cisco partners and customers to manage access to the services provided by their contracts (technical support/hardware replacement).

There are two ways to determine who has access to these services: Bill to ID or Contract Number.

• To manage access by Bill to ID, the Bill to ID must be in an individual's Cisco.com profile and selected (enabled) for support access. This will ensure that all the Contracts under the Bill to ID can be utilized for service.
• To manage access by Contract Number, a Contract Number must be in an individual's Cisco.com profile in order for that individual to be able to obtain service.

Learn more about the Cisco Service Access Management Tool.

Partners, please login for additional information.