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Table Of Contents
Installing Cisco CallManager Release 3.2(3)
Locating Related Cisco CallManager Documentation
Frequently Asked Questions About the Cisco CallManager Installation
How long does it take to perform the Cisco CallManager installation?
How does the Cisco CallManager installation work?
What data must I provide to configure the server?
May I install other software besides Cisco CallManager on the server?
May I run a web browser on the server?
May I configure a server in the cluster as a Domain Controller?
What if I encounter problems during the installation?
What preinstallation tasks should I perform?
How do I connect the server to the network?
How do I disable Cisco-approved McAfee antivirus services?
Disable Third-Party, Cisco-verified Applications (Required If Installed)
Install the Operating System (Required)
Install Cisco CallManager (Required)
Installing Services and the Publisher Database or Subscriber Server
Installing the Cisco IP Telephony Applications Backup
Verifying and Reinitializing Subscriber Connections
Performing Post-Installation Tasks
Enabling Cisco-Verified McAfee Antivirus Services
Verifying Services, Patches, and Hotfixes
Viewing the Component Versions Installed on the Server
Disabling the Hyper-Threading Technology (HTT) on the IBM xSeries 345 Server
Using the F: Drive on the MCS-7845-1400 to Collect Trace Files
Activating Cisco CallManager Services
Using the Cisco CallManager Music On Hold Disk or Download
Adding New Subscriber Servers to the Cluster After the Installation
Replacing the Publisher Database Server after the Installation
Obtaining Technical Assistance
Obtaining Additional Publications and Information
Installing Cisco CallManager Release 3.2(3)
Product Key for Cisco CallManager: BTOO VQES CCJU IEBI
Note
The Cisco CallManager product key, which you enter during the operating system installation, allows you to install Cisco CallManager on a server that is dedicated solely to that application. If you want to install Cisco CallManager and Cisco Customer Response Solutions (CRS) on the same server, refer to the CRS installation documentation for the product keys.
Purpose of the Document
Use this document to perform the following tasks:
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This document applies if you have one server or many servers in a cluster environment.
Cisco requires that any disk purchased for installation on a customer-provided server be installed on a server that meets approved Cisco configuration standards.
Note
Note
Contents
Preinstallation Tasks and Information
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Installation Tasks
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Post-Installation Tasks
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Conventions
Consider the following documentation conventions as you review this document:
Blue Text—To quickly navigate to a section or URL, click text that appears in blue.
Note
Caution
Tip
(Required)
This convention indicates that you must perform the procedure.
(Recommended)
Cisco recommends that you perform the procedure.
Locating Related Cisco CallManager Documentation
Cisco strongly recommends that you review the following documents before you perform the Cisco CallManager installation:
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This document provides procedures for installing the operating system on Cisco IP Telephony Applications Servers. This document does not provide Cisco IP telephony application installation procedures. Refer to this document before you install Cisco CallManager, Cisco Personal Assistant, Cisco Customer Response Solutions (CRS), Cisco Conference Connection, or Cisco Emergency Responder.
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This document lists and describes the system requirements, new features, changed information, documentation updates, and open caveats for Cisco CallManager. Cisco provides a version of this document that matches the version of the installation document.
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The Cisco CallManager Administration Guide provides step-by-step instructions for configuring, maintaining, and administering the Cisco CallManager voice over IP network.
The Cisco CallManager System Guide provides descriptions of the Cisco CallManager system and its components, configuration checklists, and links to associated Cisco CallManager Administration Guide procedures.
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This document also provides descriptions of Cisco CallManager serviceability and remote serviceability and step-by-step instructions for configuring alarms, traces, and other reporting.
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This document provides information on using the Bulk Administration Tool (BAT) to perform bulk add, update, and delete operations on phones, users, gateways, and ports.
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This document describes how to back up Cisco CallManager data and restore the Cisco IP Telephony Applications Server and Cisco CallManager data. This document also provides a list of data that is backed up during the scheduled or user-invoked backup.
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To ensure continued functionality with interfacing Cisco IP telephony applications after the Cisco CallManager installation, refer to the Cisco CallManager Compatibility Matrix, which provides compatibility information and workarounds for applications that are integrated with Cisco CallManager.
Affected applications may include Cisco Conference Connection, Cisco SoftPhone, Cisco uOne, Cisco Unity, Cisco 186 Analog Telephony Adapter, Cisco Personal Assistant, Cisco Customer Response Solutions (CRS), Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) applications, including Cisco-supported and third-party applications, and Cisco Telephony Service Provider (TSP).
This document provides specific information, including compatibility and installation guidelines, for Cisco IP Contact Center (IPCC) systems. If you use Cisco CallManager and related Cisco IP telephony applications in a call-center environment, review this document before you begin any installation procedures.
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This document provides information for tracking Cisco-supported operating system, SQL Server, and security updates. Information in this document applies to servers that are running the following Cisco IP telephony applications: Cisco CallManager, Conference Connection, Personal Assistant, and Cisco Customer Response Applications/Solutions, and Cisco Emergency Responder.
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Locate the release notes, installation/upgrade, and configuration guides for the applications that you want to integrate with Cisco CallManager.
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This document provides installation/upgrade procedures and other information that is related to running Cisco CallManager 3.2 on the Cisco ICS 7750.
Click the URLs in Table 1 to navigate to the appropriate documentation and software.
Table 1 Quick Reference for URLs
Related voice product documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm
Operating system installation, Virtual Network Computing (VNC), and Cisco Media Convergence Server (MCS) Network Teaming Driver documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm
Cisco IP Telephony Operating System, SQL Server, Security Updates
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm
Cisco CallManager Compatibility Matrix
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm
Cisco CallManager documentation
Backup and restore documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm
Cisco ICS documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/index.htm
Cisco IDS Host Sensor documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/sec_vir/index.htm
Server hardware specifications
http://www.cisco.com/warp/public/779/largeent/avvid/products/infrastructure.html
Frequently Asked Questions About the Cisco CallManager Installation
Review the following questions and responses before you install Cisco CallManager on the server.
How long does it take to perform the Cisco CallManager installation?
The entire installation process, excluding pre-/post-installation tasks, takes 60 to 120 minutes per server, depending on your server type. Before you install Cisco CallManager, consider the size of your cluster and the number of Cisco IP telephony applications that you plan to install.
How does the Cisco CallManager installation work?
For information on the operating system that Cisco CallManager uses, refer to Installing the Operating System on the Cisco IP Telephony Applications Server. See Table 1.
After you install the operating system, Cisco IP Telephony Applications Server QuickBuilder automatically installs the following software applications:
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Table 2 describes the components that are installed when you choose the options from the CallManager Components window.
Cisco CallManager places services in an inactive state until the installation completes. When you complete the installation, the services activate and start. For information on starting and stopping services, refer to the Cisco CallManager Serviceability Administration Guide or to online help in the Cisco CallManager application.
About the Publisher Database and Subscriber Servers
Determine whether this server will be configured as the publisher database server or as a subscriber database server. This decision designates a permanent selection. If you want to reassign the database server type at a later date, you must reinstall the Cisco CallManager server.
In a Cisco CallManager distributed system, one server maintains the master, or publisher, database, and all other servers in the cluster maintain subscriber databases. You always install the publisher database server first. Subscriber databases provide copies of the master database. During normal operation, all Cisco CallManagers in the cluster read data from and write data to the publisher database. Periodically, Cisco CallManager automatically updates the subscriber copies of the database from the publisher database. You install Cisco CallManager first on the publisher database server.
Caution
Passwords
During the Cisco CallManager installation, you must enter a valid password for the following accounts:
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If you plan to install Cisco CallManager on the Cisco Media Convergence Server (MCS), you established this password during the operating system installation. If you left the password blank during the operating system installation, or if you enter the wrong password during the Cisco CallManager installation, you cannot install Cisco CallManager on the server.
Tip
Caution
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About the Backup Utility
The Cisco CallManager installation prompts you to configure the server either as the backup server or as a backup target. If you want to use the backup utility, one server in the cluster must act as the backup server, which is the server that invokes the backup. Backup target(s) serve as the source for the data, which is the server where the data exists before the backup.
You do not need to back up subscriber servers, but Cisco strongly recommends that you perform regularly scheduled backups for the publisher database server. If you do not install the utility and configure the backup settings, you cannot restore the Cisco CallManager data in the unlikely event of a catastrophic failure.
For information on how to configure the backup utility, refer to Using Cisco IP Telephony Applications Backup Utility, Version 3.5.18 (or later). See Table 1 to obtain the document.
What data must I provide to configure the server?
During the installation process, you receive prompts telling you to enter important configuration information about the server, such as the publisher database server computer name and passwords. You can complete the initial power up more efficiently if you gather all the necessary configuration information before beginning the installation process.
Table 3 shows the configuration information that is required for installing software on your server. Complete all fields unless otherwise noted. Gather this information for each Cisco CallManager server that you are installing in the cluster. Make copies of this table and record your entries for each server in a separate table. Have the completed lists with you when you begin the installation.
May I install other software besides Cisco CallManager on the server?
Cisco supports a limited list of applications on the servers where Cisco CallManager is installed.
Disabling Third-Party, Cisco-Verified Applications (Required)
Caution
Disabling platform agents and services, such as performance monitoring (for example, NetIQ), antivirus (Cisco-approved McAfee services), intrusion detection (Cisco IDS), and remote management services, ensures that the installation does not encounter issues that are associated with these services.
Additional Considerations
Consider the following information before you install other software besides Cisco CallManager on the Cisco MCS or the customer-provided server:
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May I run a web browser on the server?
Cisco strongly recommends that you do not run a web browser on the Cisco MCS or any approved customer-provided server. Running a web browser on the server causes CPU usage to surge.
To access Cisco CallManager Administration, the web-based graphical user interface (GUI) that allows you to perform Cisco CallManager configuration tasks, browse into the Cisco CallManager server that is running Cisco CallManager Administration and log in with administrative privileges.
Tip
May I configure a server in the cluster as a Domain Controller?
Caution
What if I encounter problems during the installation?
Cisco recommends that if you encounter problems during the installation, obtain and review the following log files:
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What preinstallation tasks should I perform?
For preinstallation tasks you must complete before the installation, see Table 4.
Table 4 Preinstallation Tasks
Step 1
Make sure that you have the appropriate hardware before installing the operating system or Cisco CallManager.
Carefully review the hardware documentation that accompanies your server. To review Cisco MCS hardware specifications, see Table 1.
Step 2
Plan your system configuration.You can distribute the call-processing load for your system across multiple Cisco CallManagers as a single cluster. A cluster comprises a set of Cisco CallManagers that share the same database.
At a minimum, you should determine how many Cisco CallManager servers the cluster will contain, which server will house the publisher database, and where backup tasks will be performed. Additional planning should include a strategy for distributing the devices (such as phones or gateways) among the Cisco CallManagers in the cluster to achieve the type of distribution that you want.
In a Cisco CallManager distributed system, one server maintains the master, or publisher, database, and all other servers in the cluster maintain subscriber databases. Subscriber databases provide copies of the master database. During normal operation, all Cisco CallManagers in the cluster read data from and write data to the publisher database. Periodically, Cisco CallManager automatically updates the subscriber copies of the database from the publisher database.
For more information on planning a Cisco CallManager distribution system, refer to the Cisco CallManager System Guide.
Step 3
Connect the server to the network.
Step 4
If your server supports the Cisco Media Convergence Server Network Teaming Driver, you can install and configure this driver, if you choose to do so.
To obtain the installation and configuration document, see Table 1.
Step 5
Before you perform Cisco CallManager installation, upgrade, or restoration procedures, you must disable and stop all Cisco-verified applications/services. You can enable and start all applications/services after you complete the procedures.
For example, you must disable and stop Cisco-verified McAfee antivirus services. You must disable and stop services associated with Cisco IDS Host Sensor.
See the following sections:
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Step 6
Verify that you have installed the operating system by using the Cisco-provided operating system disks.
To obtain the document, see Table 1.
Step 7
Locate Table 3, which provides specific server configuration information.
How do I connect the server to the network?
Make sure that you connect your server to the network before you begin the installation. The special, limited edition of Windows 2000, intended for use with Cisco CallManager only, will not install if you do not connect the server to the network.
The servers in Table 5 contain two network interface cards (NIC), but Cisco CallManager supports only one NIC. When you connect the server to the network, use the NIC connector that is listed in the table because the other NIC is disabled during the installation.
Caution
How do I disable Cisco-approved McAfee antivirus services?
To disable the McAfee antivirus services, perform the following tasks:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Performing the Installation
The entire Cisco CallManager installation process, excluding pre-/post-installation tasks, takes 60 to 120 minutes per server. To perform a Cisco CallManager installation, see the following sections:
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Disable Third-Party, Cisco-verified Applications (Required If Installed)
Before you install the operating system or Cisco CallManager, Cisco strongly recommends that you disable all third-party, Cisco-verified applications/services that are installed.
For a list of applications or services that may affect the installation, see the "May I install other software besides Cisco CallManager on the server?" section.
For information on how to disable Cisco-verified McAfee antivirus services, see the "How do I disable Cisco-approved McAfee antivirus services?" section.
For information on how to disable other applications or services, refer to the documentation that accompanies the product.
Install the Operating System (Required)
To install the operating system, refer to Installing the Operating System on the Cisco IP Telephony Applications Server. See Table 1 for information on how to obtain the document.
Install Cisco CallManager (Required)
During the installation, you install services, Cisco CallManager Administration, the publisher database or subscriber server, and the Cisco IP Telephony Applications Backup Utility. This section provides procedures for the following topics:
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Installing Services and the Publisher Database or Subscriber Server
In this portion of the installation, you will perform the following tasks:
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Procedure
Step 1
Caution
Step 2
Step 3
When Cisco CallManager services are activated, the installation process places them in a stopped state. All services activate and start upon completion of the installation. For information on starting services, refer to the Cisco CallManager Serviceability Administration Guide or to online help in the Cisco CallManager application.
Figure 1 shows an example of the CallManager Components window.
Figure 1 CallManager Components Window
Choose the services that you want to activate in this initial installation; then, click Next.
You must decide whether you are installing the publisher database server or subscriber database server. You must first install Cisco CallManager on the publisher database server. Figure 2 shows an example of the Cisco CallManager Database Distribution window where you establish the publisher-subscriber relationship. If you are installing the subscriber database server, the authentication window prompts you to enter usernames and passwords for a Windows 2000 user with administrative privileges and a SQL Server user with SQL Server administrative privileges on the publishing database server.
Figure 2 Cisco CallManager Database Configuration
Note
Installing Cisco CallManager on the Publisher Database Server
Step 4
Step 5
Step 6
Installing Cisco CallManager on the Subscriber Server
Step 7
Step 8
Step 9
The system connects to the publishing database server.
Step 10
Step 11
Installing the Cisco IP Telephony Applications Backup
For information and procedures on how to install and configure the backup utility, refer to Using Cisco IP Telephony Applications Backup Utility, Version 3.5.18 (or later). See Table 1.
Verifying and Reinitializing Subscriber Connections
If the connections between the publisher database server and the subscribers within a cluster are broken for any reason, you cannot replicate the database to the subscribers.
Verifying the Status of the Subscription
In the Enterprise Manager, a red X icon next to the subscription indicates that the subscription is broken.
Reinitializing the Subscription/Starting the Replication Snapshot Agent
If you determine that one or more subscription connections are broken, as indicated by the red X icon next to the subscriptions, reinitialize the subscriptions and start the replication snapshot agent on the publisher database server.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In rare cases, the reinitialization of the subscriptions may not work. If you determine that the previous procedure did not work as expected, contact the team that provides technical assistance for this product; for example, your Cisco AVVID Partner or the Cisco Technical Assistance Center (TAC).
Performing Post-Installation Tasks
After you install Cisco CallManager on your server, you must set some configuration parameters for Cisco CallManager and perform other post-installation tasks before you can begin using it.
For post-installation tasks that you must complete after the installation, see Table 6.
Table 6 Post-Installation Tasks
Verify that the subscriber servers pulled the subscription of the database from the publisher database server.
Enable and start all Cisco-verified applications/services that you disabled before the installation.
Refer to the following information:
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Ongoing System Management Practice
Verify that services are running on the appropriate servers.
Verify that you have installed the latest available patches and hotfixes.
View the components that are installed on the server.
See the following sections:
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Configure auto-registration for testing purposes.
TipRefer to the following documentation:
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Configure the database.
TipRefer to the following information:
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Ongoing System Management Practice
If you have not already done so, configure your backup settings and back up your Cisco CallManager data.
Refer to Using Cisco IP Telephony Applications Backup Utility, Version 3.5.18 (or later).
Configure DNS.
Cisco strongly recommends that you download and use the Cisco CallManager Attendant Console.
Refer to the following documentation:
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On the Cisco CallManager NIC and the switch port where the NIC is connected, configure the Speed and Duplex settings to the same value to optimize performance.
Some administrators have found that the 100/Full setting works well.
Task Specific to IBM xSeries 345 Server
To improve call-processing performance, disable the Hyper-Threading technology on the IBM xSeries 345 server.
Disabling the Hyper-Threading Technology (HTT) on the IBM xSeries 345 Server
Task Specific to MCS-7845-1400
If you choose to do so, configure the F: drive on the MCS-7845-1400 for trace file collection.
Using the F: Drive on the MCS-7845-1400 to Collect Trace Files
If you choose to do so, activate additional services that you did not activate in the initial installation.
If you choose to do so, install additional Music on Hold selections via disk or the web.
If you need to do so, you can add subscriber server(s) to the existing cluster.
Adding New Subscriber Servers to the Cluster After the Installation
If you need to do so, you can replace the publisher database server.
Replacing the Publisher Database Server after the Installation
Enabling Cisco-Verified McAfee Antivirus Services
To enable the Cisco-approved McAfee antivirus services, perform the following tasks:
Procedure
Step 1
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Step 2
Verifying Services, Patches, and Hotfixes
For ongoing management, Cisco recommends that you monitor and install the following items:
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Cisco CallManager-Related Services
To confirm that the installation completed successfully, verify that all services that are listed in your Services window are running. Choose Start > Programs > Administrative Tools > Services and verify the following services:
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Depending on which services you have installed on your system, some services shown in the preceding list may not appear in your Services window.
Operating System Support Patches
To verify and install operating support patches, refer to Installing the Operating System on the Cisco IP Telephony Applications Servers. See Table 1.
Cisco CallManager Support Patches
If you receive a Cisco CallManager support patch disk in your software kit, insert the disk into the drive, click the My Computer icon on the desktop, select and review the readme document available on the disk, and perform the appropriate procedures.
Cisco strongly recommends that you install the latest Cisco CallManager 3.2 support patch on all servers in the cluster. These support patches provide additional utilities and bug fixes for your system.
Be aware that Cisco CallManager support patches are cumulative. Cisco always rolls these utilities and bug fixes into the next Cisco CallManager release.
Tip
To obtain the latest Cisco CallManager support patch, perform the following procedure:
Procedure
Step 1
Step 2
The Cisco CallManager 3.2 software page displays.
Step 3
The readme file provides procedures, caveats, and descriptive information for installing the files.
Step 4
Step 5
Viewing the Component Versions Installed on the Server
The stiver.exe program reports the current version of all installation components, including the operating system, upgrade, and backup and restore utility. Be aware that Cisco does not report the actual Cisco CallManager version through this program. Most of these components, which are run from the installation disks during the initial installation, no longer exist on the system.
The version for OS Image equals your operating system disk version number. The version of OS Image will change only if you do a new installation using the Cisco IP Telephony Server Operating System Hardware Detection Disk.
Perform the following procedure to view the component versions that are installed on the server:
Procedure
Step 1
C:\sti\stiver
Step 2
Configuring the Database
After installing Cisco CallManager, you use Cisco CallManager Administration to begin configuring the database. The Cisco CallManager database contains information and parameters that relate to the system as a whole, to connected devices, and to individual users. The following list describes a few tasks that you must perform in Cisco CallManager Administration or Cisco CallManager Serviceability:
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For more information about configuring the Cisco CallManager database, refer to the Cisco CallManager Administration Guide, the Cisco CallManager System Guide, or online help in Cisco CallManager Administration.
Configuring DNS
Cisco strongly recommends that you configure DNS on every server in the cluster where Cisco CallManager is installed. Cisco uses DNS to resolve the server name to an IP address, so servers can interact in the cluster.
Caution
The DNS suffix for the connection field must contain the DNS domain information where the server exists as a member.
When multiple DNS domains exist in a single Cisco CallManager cluster or the Backup Network Directory Location exists in a different DNS domain, you must correctly enter the domain information in the Append these DNS suffixes (in order): field.
To configure DNS after installing Cisco CallManager, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Disabling the Hyper-Threading Technology (HTT) on the IBM xSeries 345 Server
When HTT is enabled, this technology causes Cisco CallManager performance to decrease. Cisco strongly recommends that you disable this technology on the IBM xSeries 345 server. Perform the following procedure to disable HTT:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Using the F: Drive on the MCS-7845-1400 to Collect Trace Files
To increase system performance, you can configure service parameters and trace output settings, so trace files write to the F: drive instead of the default C: drive. Using the F: drive allows you to capture more trace files because this drive is set up specifically for trace file collection.
After you configure the server in Cisco CallManager Administration, perform the following procedure for all MCS-7845-1400 in the cluster:
Procedure
Step 1
Step 2
The Service Parameters Configuration window displays.
Step 3
The Service Parameters Configuration window for Cisco CallManager displays.
Step 4
Step 5
Step 6
The Cisco CallManager Serviceability window displays.
Step 7
Step 8
The Trace Configuration window for the service and server displays.
Step 9
Step 10
Step 11
Activating Cisco CallManager Services
Although Cisco CallManager services were installed on your server during the installation process, only those that you chose during the installation were activated.
Caution
To activate additional Cisco CallManager services, or to deactivate existing services, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Using the Cisco CallManager Music On Hold Disk or Download
When you install Cisco CallManager on your server, a default music on hold sample automatically installs for customer use. To increase your music on hold (MOH) selection, you may also install the Cisco CallManager Music On Hold Disk that ships with your Cisco IP Telephony Applications Server, or you may download one of two following files via the web:
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For information on the MOH feature, refer to the latest version of the Cisco CallManager Administration Guide and the latest version of the Cisco CallManager System Guide.
As a Cisco CallManager user, you can use any of the contents of the disk/files with music on hold. Because of licensing restrictions, you must not distribute the Cisco CallManager Music on Hold disk/files to anyone else, and you must not use it for any other purpose.
Adding New Subscriber Servers to the Cluster After the Installation
If you need to add servers to the cluster, perform the following tasks:
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Make sure that you enter the publisher database server name (computer name) correctly, so authentication to the publisher database server can occur.
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Replacing the Publisher Database Server after the Installation
For more information on performing this task, refer to Using the Cisco IP Telephony Backup Utility, Version 3.5.18 (or later). See Table 1.
Obtaining Documentation
Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation on the World Wide Web at this URL:
http://www.cisco.com/cisco/web/psa/default.html?mode=prod
You can access the Cisco website at this URL:
International Cisco web sites can be accessed from this URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.
Ordering Documentation
You can find instructions for ordering documentation at this URL:
http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm
You can order Cisco documentation in these ways:
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http://www.cisco.com/en/US/partner/ordering/index.shtml
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Documentation Feedback
You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.
You can e-mail your comments to bug-doc@cisco.com.
You can submit your comments by mail by using the response card behind the front cover of your document or by writing to the following address:
Cisco Systems, Inc.
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com, which includes the Cisco Technical Assistance Center (TAC) Website, as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from the Cisco TAC website. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC website, including TAC tools and utilities.
Cisco.com
Cisco.com offers a suite of interactive, networked services that let you access Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.
Cisco.com provides a broad range of features and services to help you with these tasks:
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To obtain customized information and service, you can self-register on Cisco.com at this URL:
Technical Assistance Center
The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC website and the Cisco TAC Escalation Center. The avenue of support that you choose depends on the priority of the problem and the conditions stated in service contracts, when applicable.
We categorize Cisco TAC inquiries according to urgency:
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Cisco TAC Website
You can use the Cisco TAC website to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC website, go to this URL:
All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website require a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:
http://tools.cisco.com/RPF/register/register.do
If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC website, you can open a case online at this URL:
http://www.cisco.com/en/US/support/index.html
If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC website so that you can describe the situation in your own words and attach any necessary files.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
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http://www.cisco.com/en/US/about/ac123/ac114/about_cisco_packet_magazine.html
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http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html
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http://www.cisco.com/en/US/learning/le31/learning_recommended_training_list.html
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