Cisco Desktop Collaboration Experience DX650 Administration Guide, Release 10.0(1)
- Updated:
- June 18, 2015
Chapter: Internal Support Website
Internal Support Website
Cisco Desktop Collaboration Experience User Support
To successfully use some of the features on Cisco Desktop Collaboration Experience, users must receive information from you or from your network team or be able to contact you for assistance. Make sure to provide end users with the names of people to contact for assistance and with instructions for contacting those people.
Cisco recommends that you create a web page on your internal support site that provides users with important information about their Cisco Desktop Collaboration Experience device.
Problem Report Tool
Cisco DX650 includes an integrated reporting tool, Problem Report Tool, to provide support for device-related issues. To access the tool, choose .
 Note | Email messages generated by the Problem Report Tool are required by Cisco TAC when troubleshooting problems on Cisco DX650 devices. |
Users can issue a notification from their device by accessing the Problem Report Tool and providing the following information:
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Select date that problem was observed (this field is auto populated with the date the tool was invoked)
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Select time that problem was observed (this field is auto populated with the date the tool was invoked)
Select problem application. If you are unsure of the application that had the problem, select None.
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Problem description (include a succinct description of the unexpected behavior that was observed and any steps that led to it)
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Customer support email address (provided by administrator)
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Tap Create problem report.
Note | The customer support email address is the device administrator email address. |
Configure Customer Support Email Address
Problem Report Tool in Phone-Only Mode
In Phone-Only Mode, the Problem Report Tool generates logs and debug data locally, and does not email these to the device administrator. Instead, the user is given a file name, which the administrator can access through the phone serviceability web page.
Application Support
Evaluate whether the issue is a device issue or a problem with the application. If the problem is application related, contact the application support center directly.
Access to the User Options Web Pages
Before a user can access the User Options web pages, you must use Cisco Unified Communications Manager Administration to add the user to a standard Cisco Unified Communications Manager end user group: choose . For additional information, refer to:
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User Group Configuration, Cisco Unified Communications Manager Administration Guide
- Roles and User Groups, Cisco Unified Communications Manager System Guide
Service Subscription and Feature Setup
End users can perform a variety of activities by using the Cisco Unified Communications Manager User Options web pages. These activities include subscribing to services and downloading applications. Keep in mind that configuring settings on Cisco Desktop Collaboration Experience by using a website might be new for your end users. You must provide as much information as possible to ensure that they can successfully access and use the User Options web pages.
Make sure to provide end users with the following information about the User Options web pages:
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The URL required to access the application. This URL is:
http://<server_name:portnumber>/ccmuser/, where server_name is the host on which the web server is installed.
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A user ID and default password are needed to access the application.
These settings correspond to the values you entered when you added the user to Cisco Unified Communications Manager (see Reset Options and Load Upgrades).
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A brief description of what a web-based, graphical user interface application is, and how to access it with a web browser.
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An overview of the tasks that users can accomplish by using the web page.
User Voice Messaging System Access
Cisco Unified Communications Manager lets you integrate with many different voice messaging systems, including the Cisco Unified Communications Manager voice messaging system. Because you can integrate with a variety of systems, you must provide users with information about how to use your specific system.
Provide this information to each user:
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How to access the voice messaging system account.
Note
Make sure that you have used Cisco Unified Communications Manager to configure the Primary and Backup Voice Mail Server.
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Initial password for accessing the voice messaging system.
Make sure that you have configured a default voice messaging system password for all users.
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How Cisco Desktop Collaboration Experience indicates that voice messages are waiting.
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Make sure that you have used Cisco Unified Communications Manager to set up a message waiting indicator (MWI) method.
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