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Table Of Contents
Upgrading Cisco CallManager Release 3.2(3)
Locating Related Cisco CallManager Documentation
Frequently Asked Questions About the Cisco CallManager Upgrade
From which versions of Cisco CallManager can I upgrade to Cisco CallManager Release 3.2(3)?
How long does it take to upgrade a cluster?
What disks and information do I need for this upgrade?
Which server in the cluster do I upgrade first?
How does the upgrade work on the publisher database server?
How does the subscriber server(s) upgrade work?
How does a co-resident upgrade work if I have CRS installed with Cisco CallManager?
Will I experience call-processing interruptions and a loss of services during the upgrade?
May I remove a drive before I upgrade?
Which Cisco-verified, third-party applications may I install on the Cisco CallManager server?
Which Cisco IP telephony applications may I install on the Cisco CallManager server?
May I use Terminal Services to remotely upgrade the server?
May I perform configuration tasks during the upgrade?
May I configure a server in the cluster as a Domain Controller?
What additional information should I know before I upgrade?
What tasks should I perform before I upgrade the cluster?
What tasks should I perform after the upgrade?
What if I encounter problems during the upgrade?
Obtaining Device Default Load Information for Cisco CallManager Release 3.0
Performing the Publisher Database Server Upgrade
Remove the System From the NT Domain or Microsoft Active Directory Domain (Required, If Configured)
Disable Third-Party Cisco-Verified Applications and Reboot the Server (Required)
Run the Cisco CallManager HealthCheck Utility
Removing a Drive If You Do Not Have a Spare Drive (Recommended for Particular Servers Only)
Upgrade the BIOS and Operating System
Install SQL Server Service Pack 4 (Required if You Are Upgrading Cisco CallManager via the Web)
Manually Stop Cisco Services and Do Not Reboot the Server
Verify That the MS-SQL Server Service is Running
Inserting the Disk or Downloading the Web File
Upgrading Related Services and Detecting the Server
Upgrading the Subscriber Server(s)
Performing the Cisco CallManager Upgrade on the Subscriber Servers
Inserting the Disk or Downloading the Web File
Upgrading Related Services and Detecting the Server
Verifying and Reinitializing Subscriber Connections
Enabling Cisco-Verified McAfee Antivirus Services
Verifying Services, Patches, and Hotfixes
Viewing the Component Versions That Are Installed on the Server
Using the Message Waiting Indicator (MWI)
Synchronizing the Message Waiting Indicator
Configuring Cisco MOH Audio Translator and Cisco TFTP
Using the Cisco CallManager Attendant Console
Using the Cisco CallManager Music On Hold Download
Reverting to the Previous Configuration After an Upgrade Attempt
Reverting a 3.2 Cisco Device Load to a 3.0 Cisco Device Load
Reverting If You Did Not Remove a Drive Before the Upgrade
Reverting If You Removed a Drive Before the Upgrade
Reverting the Hard Drive After Drive Mirroring Completes
Reverting Upgraded Cisco IP Telephony Applications
Obtaining Technical Assistance
Obtaining Additional Publications and Information
Upgrading Cisco CallManager Release 3.2(3)
Caution
With this release, Cisco significantly changed upgrade procedures. You must perform all upgrade procedures exactly as stated in this document. Failure to do so may cause upgrade errors and upgrade failures.
Purpose of the Document
This document provides Cisco CallManager upgrade procedures and requirements for the Cisco Media Convergence Server and the customer-provided server that meets approved Cisco configuration standards. The document includes the following topics:
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Frequently Asked Questions about the upgrade
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This document contains information for upgrading a single server or a cluster.
Use this document in conjunction with the documents that are listed in the "Locating Related Cisco CallManager Documentation" section.
Contents
This document contains the following topics:
Pre-Upgrade Tasks and Information
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Upgrade Tasks for the Publisher Database Server
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Upgrade Tasks for the Subscriber Server(s)
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Post-Upgrade Tasks
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Reversion Tasks
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Documentation Resources and Technical Assistance
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Conventions
Consider the following documentation conventions as you review this upgrade document:
Using the Cisco IP Telephony Applications Backup Utility, Version 3.5.18 (or later) replaces the document, Backing Up and Restoring Cisco CallManager Release 3.2.
Blue Text—To quickly navigate to a section or URL, click text that appears in blue.
Note
Caution
Timesaver
(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 upgrade:
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Cisco provides versions of this document that match the version of the upgrade document.
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To ensure continued functionality with interfacing Cisco IP telephony applications after the Cisco CallManager upgrade, refer to the Cisco CallManager Compatibility Matrix, which provides information and workarounds for applications integrated with Cisco CallManager.
Affected applications may include Cisco Conference Connection, Cisco SoftPhone, Cisco uOne, Cisco 186 Analog Telephony Adaptor, 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 upgrading 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 upgrade procedures.
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This document provides procedures for installing/upgrading 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 provides information on the latest operating system, SQL Server, and security support 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, etc.
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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.
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Locate the release notes, installation/upgrade, and configuration guides for the applications that you have integrated 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.
Table 1 Quick Reference for URLs
Related Cisco IP telephony application documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/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
Installing the Operating System on the Cisco IP Telephony Applications Server
Virtual Network Computing (VNC) documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm
Operating system web download
Operating system, SQL Server, Cisco CallManager, and additional support patches
Corresponding readme documentation
Backup and restore documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/backup/index.htm
Cisco ICS documentation
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscm/icscm321/icscm321.htm
Cisco ICS 7750 operating system, hot fix and service packs
http://www.cisco.com/kobayashi/sw-center/telephony/ics-7750/icshotfix-planner.shtml
Cisco Intrusion Detection System (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 Upgrade
Review the following questions and corresponding responses before you upgrade.
From which versions of Cisco CallManager can I upgrade to Cisco CallManager Release 3.2(3)?
To verify which versions of Cisco CallManager are compatible for upgrade, refer to the Cisco CallManager Compatibility Matrix. See Table 1.
Note
If your server runs Cisco CallManager Release 2.4, you must upgrade to the latest version of Cisco CallManager Release 3.0 before you can upgrade to a version of Cisco CallManager Release 3.2.
Which servers, operating system versions, and server configurations does Cisco support for this upgrade?
Cisco supports upgrades to Cisco CallManager Release 3.2(3) on Cisco Media Convergence Servers (MCS), the Cisco ICS 7750, customer-provided IBM xSeries servers, and HP servers that meet Cisco-approved configuration standards.
Unless otherwise specified in this document, all references to the MCS-7835 apply to the MCS-7835, which contains a 733-MHz processor, the MCS-7835-1000, which contains a 1-GHz processor, the MCS-7835-1266, which contains a 1.26-GHz processor, the MCS-7835I-2.4-EVV1, the MCS-7835H-2.4-EVV1, and the Cisco-approved, customer-provided DL380 servers.
Unless otherwise specified in this document, all references to the MCS-7825 apply to the MCS-7825, which contains an 800-MHz processor, the MCS-7825-1133, which contains a 1.13-GHz processor, and the MCS-7825H-2.2-EVV1.
Cisco supports Cisco-provided operating system version 2000.2.3 or later with Cisco CallManager Release 3.2(3).
Caution
After you verify that you have a good backup of the data, you can remove a drive to save the configured data.
How long does it take to upgrade a cluster?
Cisco strongly recommends that you perform all upgrade procedures for Cisco CallManager and Cisco IP telephony applications within one maintenance window and that you allot adequate time to perform the upgrade.
Before you perform an upgrade, consider the time that it takes to perform pre-/post-upgrade tasks and Cisco IP telephony application upgrades.
Many factors, such as the size of the Cisco CallManager or CDR database or the number of Cisco IP telephony applications that are integrated with Cisco CallManager, affect the time that it takes to upgrade the cluster.
About Allotting Time to Upgrade Cisco CallManager
See Table 4 and the "How does the subscriber server(s) upgrade work?" section.
The size of your Cisco CallManager or CDR database may increase the time that it takes to complete the upgrade process.
What disks and information do I need for this upgrade?
Before you upgrade the server, locate the following disks:
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Cisco requires that you install Cisco-provided operating system version 2000.2.3 or later with this upgrade.
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Caution
Before the upgrade, obtain the local Administrator account password, the SQL server SA password, and the computer name of the publisher database server.
Caution
Use the information in Table 2 when you perform the upgrade procedures.
Which server in the cluster do I upgrade first?
Timesaver
You must perform the Cisco CallManager installation serially.
Caution
This document assumes that all servers are functional and running. If the servers are not functional and running, failover cannot occur.
You must upgrade all the servers in the cluster. See Table 3, which describes the upgrade order for the following cluster configurations:
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How does the upgrade work on the publisher database server?
See Table 4 for information on how the publisher database server upgrade works.
Table 4 Required Upgrade Tasks for the Publisher Database Server
Remove all servers in the cluster from the NT Domain or Microsoft Active Directory Domain.
Depends on the size of the cluster
Manually disable all platform agents and Cisco-verified applications (Cisco AVVID Partner Applications) that run on the servers in the cluster. Reboot the server.
Disabling platform agents and services, such as performance monitoring (for example, NetIQ), antivirus (Cisco-approved McAfee services), intrusion detection, and remote management services, ensures that the upgrade does not encounter issues that are associated with these services.
20 minutes
Run the Cisco CallManager HealthCheck Utility.
See the "Run the Cisco CallManager HealthCheck Utility" section.
Refer to the readme document for more information.
Manually remove previous versions of the Cisco IP Telephony Applications Backup.
If the backup utility installation detects a previous version of the utility, verify that no backup utility exists under the Add/Remove Programs option in Microsoft Windows. Then, continue the installation, even if an error message states that a previous version is detected.
5 minutes
Manually install the Cisco IP Telephony Applications Server Backup Version 3.5.18 or later.
The Cisco-provided web download contains the utility that you must install.
About the Network Directory
If you choose a network directory as the destination for the backup server, the directory must be shared in Windows 2000. To share a directory, log in on that server, right-click the directory folder icon that you want to share, click Sharing..., click Share this folder, and then click OK.
15 minutes
Manually back up the data that is on the publisher database server to either a network directory or local tape drive.
Consider the following information before you back up the server:
About the Backup Utility Version
To back up the data, you must use Cisco IP Telephony Applications Backup Utility, Version 3.5.18 or later, with this release of Cisco CallManager
About Data Deletion
Do not back up the data to a local directory; the operating system installation erases all data that is stored on the local directory.
About Temporary Disk Space
If the server does not have enough temporary disk space to complete the backup, the backup fails.
About Verifying Errors
After the backup, verify that no errors exist. Failure to successfully troubleshoot any problems could cause a total loss of data if you need to restore your system.
30 to 60 minutes, depending on the size of the Cisco CallManager and Call Detail Record (CDR) databases
Remove a drive if your server supports removal.
60 minutes for drive mirroring
If you are upgrading Cisco CallManager from the web, install SQL Server Service Pack 4, which is available on the software download page on the web.
Refer to the readme document for more information.
Using the Cisco-provided operating system disks or the Cisco-provided web download for the operating system, upgrade to operating system version 2000.2.3 or later.
Install the latest operating system support patch.
About Removing Drives
After you verify that you have a good backup of data, you can remove a drive to save the configured data.
About Name Resolution
You must configure TCP/IP name resolution (DNS, WINS, Host files, or LMHost files) on every server in the cluster where Cisco CallManager is installed. After you upgrade the operating system and before you upgrade Cisco CallManager, you must also configure name resolution for the backup location.
About NT and Microsoft Active Directory Domains
Cisco requires that you remove and do not add any servers to the NT Domain or the Microsoft Active Directory Domain until you complete all installation procedures on all servers in the cluster. The installation fails if you do not perform this task.
About Passwords
Make sure that you enter an Administrator password at the end of the operating system installation. If you leave the Administrator password blank, you cannot install Cisco CallManager on the server.
Caution
45 to 75 minutes, depending on the server type
Manually stop Cisco services and other services that could interfere with the upgrade.
See the "Manually Stop Cisco Services and Do Not Reboot the Server" section.
10 minutes
Verify that MS-SQL Server service currently runs on the server.
See the "Verify That the MS-SQL Server Service is Running" section.
2 minutes
Using the Cisco CallManager upgrade disk or the Cisco-provided web download, upgrade Cisco CallManager.
You can upgrade Cisco CallManager via disk or the web.
Through the CallManager Components window, you choose to upgrade the following Cisco CallManager-related services:
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The Cisco TFTP server, database, and Cisco CallManager service automatically install. When you install the Cisco CallManager service, you automatically install Cisco CallManager Serviceability, Cisco Telephony Call Dispatcher, Cisco CTI Manager, Cisco RIS Data Collector, and the Logout Service (associated with Cisco CallManager Extended Services).
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You install Cisco CallManager Administration and the database. This web-based graphical user interface (GUI) allows you to perform tasks such as adding users or installing and configuring plugins that are associated with Cisco CallManager.
If you want a standalone database server only (does not have Cisco CallManager installed), check only the Cisco CallManager Web Components check box. With this option, only Cisco CallManager Web Components and the database install on the server.
If you choose not to install Cisco CallManager Web Components at this time, be aware that you will have to reinstall Cisco CallManager if you want Cisco CallManager Administration on the server.
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You install the database, Cisco Messaging Interface, and the Cisco IP Voice Media Streamer, which contains the Media Termination Point (MTP), music on hold (MOH), and conference bridge services.
Caution
70 to 90 minutes, depending on the size of the Cisco CallManager database
How does the subscriber server(s) upgrade work?
Tip
For procedures, see the"Upgrading the Subscriber Server(s)" section.
How does a co-resident upgrade work if I have CRS installed with Cisco CallManager?
Before you upgrade to Cisco CallManager 3.2(3), verify that the version of CRS that runs on the server after the upgrade is compatible with Cisco CallManager 3.2(3). Refer to the Cisco CallManager Compatibility Matrix. See Table 1.
For information on upgrading a co-resident server, refer to the CRS documentation that is compatible with this version of Cisco CallManager.
Will I experience call-processing interruptions and a loss of services during the upgrade?
About Minimizing Call-Processing Interruptions
When you upgrade a cluster, you have two separate versions of Cisco CallManager running in the cluster at the same time. Be aware that the different Cisco CallManager versions that are running in the cluster will not interact and may cause call-processing interruptions to occur.
If you configured your Cisco CallManager cluster by using approved Cisco configuration standards, which include configuring four primary servers and two backup servers in the cluster, you can minimize call-processing interruptions if you register all devices to servers that are running the same version of Cisco CallManager during the entire upgrade process; i.e., you register all devices to the backup Cisco CallManager servers or the primary Cisco CallManager servers, but not to both types of servers.
About a Loss of Services
During the upgrade, Cisco CallManager places Cisco CallManager-related services that display in Cisco CallManager Serviceability in an inactive state. After the upgrade completes, the related services activate and start after the server reboots. For information on starting and stopping Cisco CallManager-related services, refer to the Cisco CallManager Serviceability Administration Guide or to online help in the Cisco CallManager application.
To successfully complete the upgrade, Cisco strongly recommends that you manually stop the following services before you upgrade each server.
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Caution
Do not stop the services on every server at the same time. Stop the services on the publisher database server first, perform the upgrade, and then wait for the services to restart before you stop the services on the next server. Remember to perform this process serially.
Caution
May I remove a drive before I upgrade?
You cannot remove a drive if you have a MCS-7815, MCS-7820, MCS-7822, MCS-7825, or customer-provided IBM xSeries 330 server.
After you verify that you have a good backup of the data, you can remove a drive to save configured data; See the following sections:
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Which Cisco-verified, third-party applications may I install on the Cisco CallManager server?
Caution
Caution
Disabling Third-Party, Cisco-Verified Applications (Required)
Caution
Disabling platform agents and services, such as performance monitoring (for example, NetIQ), antivirus (Cisco-verified McAfee services), intrusion detection, and remote management services, ensures that the installation does not encounter issues that are associated with these services.
Which Cisco IP telephony applications may I install on the Cisco CallManager server?
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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Caution
May I use Terminal Services to remotely upgrade the server?
Do not use Terminal Services to upgrade Cisco CallManager. Cisco installs Terminal Services, so Cisco Technical Assistance Center (TAC) can perform remote administration and troubleshooting tasks. Cisco does not support upgrades through Terminal Services.
Caution
After you upgrade the server, you must enable Terminal Services.
If you want to use Virtual Network Computing (VNC) to remotely upgrade the publisher database server, see Table 1 to obtain the latest version of the VNC document.
Caution
May I perform configuration tasks during the upgrade?
Caution
Notify all users that the upgrade is occurring, so users do not browse into the server during the upgrade.
Performing configuration tasks during the upgrade causes an upgrade failure.
May I configure a server in the cluster as a Domain Controller?
Caution
What additional information should I know before I upgrade?
This document assumes that all servers in your cluster are currently in an operational state.
About Name Resolution
You must configure TCP/IP name resolution (DNS, WINS, Host files, or LMHost files) on every server in the cluster where Cisco CallManager is installed. After you upgrade the operating system and before you upgrade Cisco CallManager, you must also configure name resolution for the backup location.
About CDR Analysis and Reporting (CAR)
If you have CAR, formerly known as the Administrative Reporting Tool (ART), running on your system before the upgrade, the upgrade process automatically upgrades CAR. For more information about CAR, refer to the Cisco CallManager Serviceability Administration Guide.
About Service Parameters
If you changed the default value of a service parameter while you were running Cisco CallManager, the default value does not change during the Cisco CallManager 3.2 upgrade process. If you never changed the default value while you were running a previous version of Cisco CallManager, Cisco CallManager updates the parameter value during the Cisco CallManager 3.2 upgrade to match the suggested value that you see in Cisco CallManager Administration.
About Server Names
Unless otherwise specified in this document, all references to the MCS-7835 apply to the MCS-7835, which contains a 733-MHz processor, the MCS-7835-1000, which contains a 1-GHz processor, the MCS-7835-1266, which contains a 1.26-GHz processor, the MCS-7835I-2.4-EVV1, the MCS-7835H-2.4-EVV1, and the Cisco-approved, customer-provided DL380 servers.
Unless otherwise specified in this document, all references to the MCS-7825 apply to the MCS-7825, which contains an 800-MHz processor, the MCS-7825-1133, which contains a 1.13-GHz processor, and the MCS-7825H-2.2-EVV1.
About Passwords and Security Policies
Caution
The passwords must match on every server in the cluster. If the passwords do not match, the upgrade fails.
Caution
To ensure that the upgrade completes successfully, you must disable any security policies that cause the SQLSvc account to lock. If the Cisco CallManager server exists in a domain, remove it from the domain before you upgrade. You also must disable the Local Security Policies on the local Cisco CallManager server(s), even if the server does not exist in a domain.
Procedure
Step 1
Step 2
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c.
d.
Step 3
a.
b.
c.
About Cisco IDS
The upgrade fails if you allow Cisco IDS to run in warning mode during the upgrade. You must disable this service along with third-party, Cisco-verified applications before the upgrade.
About the Database
After you upgrade Cisco CallManager, the database name automatically increments; for example, from CCM0300 to CCM0301. Third-party CDR software may have SQL triggers that are hard coded to the original database name. The triggers may point to the previous database name and cause all CDR flat files to write to the BAD directory on the publisher database server. If you need technical assistance with this issue, contact your third-party software vendor.
What tasks should I perform before I upgrade the cluster?
Before you begin the upgrade, complete the following tasks that are described in Table 5:
Table 5 Pre-Upgrade Tasks
Verify that you can upgrade from the Cisco CallManager version that you currently run in the cluster.
Cisco CallManager Compatibility Matrix, Table 1
Because some versions of Cisco IP telephony applications are not compatible with Cisco CallManager, ensure that you can maintain compatibility with other Cisco applications after the Cisco CallManager upgrade.
If compatibility does not exist when Cisco CallManager 3.2(3) releases, Cisco recommends that you wait to upgrade until compatibility exists.
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Make sure that you understand the order in which you must upgrade the cluster.
Make sure that your hardware configuration supports this upgrade.
Will I experience call-processing interruptions and a loss of services during the upgrade?
Review a list of third-party, Cisco-verified applications that you must disable before the upgrade.
Review a list of Cisco services that you must stop before the upgrade.
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If you have not previously upgraded your Cisco CallManager 3.0 system to a 3.1 or 3.2 release, write down the default load information for all devices that are associated with your current Cisco CallManager 3.0 system.
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Purge any unused call detail records (CDRs) to prevent timeout of the upgrade and to reduce upgrade time. Cisco recommends storing no more than1.5 million CDRs in the database.
Cisco CallManager Serviceability Administration Guide
Make note of your system configuration. Consider the number and type of devices, Cisco IP telephony applications, and various services that are running on the servers.
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To ensure that the upgrade completes successfully, you must disable any security policies that cause the SQLSvc account to lock.
If the Cisco CallManager server exists in a domain, you must disable the Domain Security Policies on the server that acts as the Domain Controller. You also need to disable the Local Security Policies on the local Cisco CallManager server(s), even if the server does not exist in a domain.
You can enable the policies after you upgrade all servers in the cluster.
Caution
What additional information should I know before I upgrade?
Verify that you have the compatible operating system hotfixes and support patches installed on the server. If necessary, download operating system hotfixes and service packs.
If necessary, install the latest Microsoft SQL Service 7.0 service pack.
If necessary, install the latest BIOS updates.
Cisco IP Telephony Operating System, SQL Server, Security Updates, Table 1
Close all programs before starting the upgrade.
What tasks should I perform after the upgrade?
To ensure that your Cisco CallManager system and Cisco IP telephony applications function properly, Cisco strongly recommends that you review the "Performing Post-Upgrade Tasks" section.
Caution
What if I encounter problems during the upgrade?
Cisco recommends that if you encounter problems during the upgrade, obtain and review the following log files:
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Tip
Obtaining Device Default Load Information for Cisco CallManager Release 3.0
Caution
To obtain the device default load information for your Cisco CallManager Release 3.0 system, perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
Note
Use Table 6 in conjunction with the "Obtaining Device Default Load Information for Cisco CallManager Release 3.0" section. Fill in the device default load information for Cisco CallManager Release 3.0. The first four digits of an eight-digit load already appear in the table. Make sure to file this information after you complete the table.
Performing the Publisher Database Server Upgrade
The following sections apply to the upgrade:
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5.
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8.
Remove the System From the NT Domain or Microsoft Active Directory Domain (Required, If Configured)
Convert any servers that exist in the NT Domain or Microsoft Active Directory Domain by performing the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Disable Third-Party Cisco-Verified Applications and Reboot the Server (Required)
To review a list of Cisco-verified applications that Cisco supports and that you should disable before the installation, see the "Which Cisco-verified, third-party applications may I install on the Cisco CallManager server?" section.
The following platform agents may interfere with the Cisco CallManager installation: antivirus services, intrusion detection services, OEM server agents, server management agents, VOIP monitoring/performance monitoring, or remote access/remote management agents. Disabling platform agents and services, such as performance monitoring (for example, NetIQ), antivirus (Cisco-verified McAfee services), intrusion detection, and remote management services, ensures that you do not encounter issues that are associated with these services.
If you installed Cisco IDS Sensor Host Agents on the server, locate the corresponding product documentation for procedures on disabling and stopping the services. You must disable and stop the following services:
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The upgrade fails if you allow Cisco IDS to run in warning mode during the upgrade. You must disable this service along with third-party, Cisco-verified applications before the upgrade.
This document provides procedures for disabling Cisco-verified McAfee antivirus services only. If you need assistance with disabling other services or applications, refer to the corresponding documentation that accompanies the product.
To disable the McAfee antivirus services, perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Caution
Caution
Run the Cisco CallManager HealthCheck Utility
Run the Cisco CallManager HealthCheck Utility to verify that your server is in a good state before the upgrade. The readme document that posts next to the utility on the web provides detailed information about the utility. To obtain the utility and the readme document, 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
Tip
Install and Configure Cisco IP Telephony Applications Server Backup Utility, Version 3.5.18 or Later, and Reboot the Server
Caution
Perform the following procedure:
Procedure
Step 1
Step 2
Step 3
a.
b.
c.
d.
e.
Step 4
Back Up Data
Using Cisco IP Telephony Applications Backup Utility, Version 3.5.18 (or later), perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
The Backup Utility Viewer displays the status of the backup operation by highlighting each task as it occurs. Use the information that is generated in the log window to help identify problems. When the current status returns to "Waiting until <time> on <date>," the backup is complete. The last line in the log file indicates that the log is closed.
Step 5
Obtain the StiBack.log from C:\Program Files\Common Files\Cisco\Logs on the backup server. If you receive the following error messages or other error messages in the log file, the process did not successfully back up the data:
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Step 6
Refer to the application documentation.
Tip
If You Have a Spare Drive, Remove a Drive, Insert a Replacement Drive, and Mirror the Drives (Recommended for Particular Servers Only)
You cannot remove a drive if you have a MCS-7815, MCS-7820, MCS-7822, MCS-7825, or the customer-provided IBM xSeries 330 server; go to "Upgrade the BIOS and Operating System" section.
After you verify that you have a good backup of the data, you can remove a drive to save configured data.
Mirroring the drives takes from 15 to 60 minutes, depending on the server type.
Note
Perform the following procedure:
Procedure
Step 1
Step 2
For the MCS-7845-1400, remove the drives from slot 0 and 2.
Step 3
Cisco MCS
Step 4
a.
b.
When prompted, press F1 to continue.
c.
Note
d.
e.
f.
After the mirroring process completes in slot 0, insert the next drive into slot 2. The mirror process launches automatically after you insert the drive into slot 2.
IBM xSeries server
Step 5
Step 6
Step 7
Step 8
Removing a Drive If You Do Not Have a Spare Drive (Recommended for Particular Servers Only)
You cannot remove a drive if you have a MCS-7815, MCS-7820, MCS-7822, MCS-7825, or the customer-provided IBM xSeries 330 server; go to "Upgrade the BIOS and Operating System" section.
Step 1
Step 2
For the MCS-7845-1400, remove the drives from slot 0 and 2 and label them with the appropriate information.
Step 3
Cisco MCS
Step 4
a.
b.
When prompted, press F1 to continue.
Step 5
Step 6
IBM xSeries server
Step 7
Step 8
Step 9
Upgrade the BIOS and Operating System
For information on how to upgrade the BIOS and operating system, refer to Installing the Operating System on the Cisco IP Telephony Applications Server. See Table 1.
Install SQL Server Service Pack 4 (Required if You Are Upgrading Cisco CallManager via the Web)
If you are upgrading Cisco CallManager via the disk, SQL Server Service Pack 4 automatically installs on the server.
To obtain the service pack off of the voice products operating system cryptographic software page, see Table 1.
Manually Stop Cisco Services and Do Not Reboot the Server
Manually stop the following services:
•
•
•
•
•
•
Verify That the MS-SQL Server Service is Running
Verify that the MS-SQL service is running before you start the Cisco CallManager upgrade.
Upgrade Cisco CallManager
Perform the upgrade in the order indicated:
1.
2.
Inserting the Disk or Downloading the Web File
Perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
•
•
Using the Disk
Step 5
Tip
Step 6
Using the Web File
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Upgrading Related Services and Detecting the Server
Perform the following procedure:
Step 1
Step 2
Step 3
Upgrading Services
For information on available components and standalone database servers, see the "How does the upgrade work on the publisher database server?" section.
Step 4
a.
Cisco recommends that you choose only those services that were installed on the previous version of Cisco CallManager, that is, the version running in your system before the upgrade.
b.
Figure 1 shows an example of the CallManager Components window.
Figure 1 CallManager Components Window
Detecting the Publisher Database or Subscriber Server
The CallManager Database Configuration window opens. Cisco CallManager detects whether you are upgrading the publisher database server or subscriber database server.
Figure 2 demonstrates Cisco CallManager detection of the publisher database server.
Figure 2 Publisher Database Server Detection
Note
Upgrading the Publisher Database Server
Step 5
Step 6
Completing the Upgrade
Perform the following procedure:
Step 1
Step 2
•
•
Refer to Using Cisco IP Telephony Applications Backup Utility, Version 3.5.18 (or later), for more information.
Step 3
Step 4
Caution
Step 5
Step 6
Step 7
Step 8
•
•
Upgrading the Subscriber Server(s)
See Table 7 for a list of tasks that you perform to upgrade the subscriber servers:
Table 7 Upgrade Tasks for the Subscriber Servers
Step 1
Perform pre-upgrade tasks.
See the "What tasks should I perform before I upgrade the cluster?" section.
Step 2
Verify that you removed all servers from the NT or Microsoft Active Directory Domain.
Step 3
Verify that you have disabled and stopped all third-party Cisco-verified applications that run on the server. Make sure that you have rebooted the server.
See the"Disable Third-Party Cisco-Verified Applications and Reboot the Server (Required)" section.
Step 4
Verify that you have run the Cisco CallManager HealthCheck Utility on every server in the cluster.
See the "Run the Cisco CallManager HealthCheck Utility" section.
Step 5
Manually stop Cisco services, and do not reboot the server.
Manually stop the following services:
•
•
•
•
•
•
Step 6
Using the Cisco-provided operating system disk or the Cisco-provided operating system web download, upgrade the operating system to version 2000.2.3.
See the "Upgrade the BIOS and Operating System" section.
TipStep 7
If you plan on upgrading Cisco CallManager by using the web download, you must install SQL Server 7.0 Service Pack 4 (or later) from the voice products operating system cryptographic software page.
Before you install the service pack, review the readme document that posts next to it.
Step 8
Start the MS-SQL Server service on the server.
You must start the MS-SQL service before you start the Cisco CallManager upgrade.
Step 9
Perform the Cisco CallManager upgrade on one server at a time.
See the "Performing the Cisco CallManager Upgrade on the Subscriber Servers" section.
Caution
Step 10
After each subscriber upgrade, verify that the subscriber server pulled the subscription from the publisher database server.
See the "Verifying and Reinitializing Subscriber Connections" section.
Step 11
After you complete the upgrade on all servers in the cluster, perform post-upgrade tasks.
Tip
Performing the Cisco CallManager Upgrade on the Subscriber Servers
See Table 7 before you perform the following procedures. This section only describes how to upgrade Cisco CallManager. This section does not describe tasks that you perform prior to the Cisco CallManager upgrade.
Upgrade Cisco CallManager
Perform the upgrade in the order indicated:
1.
2.
Inserting the Disk or Downloading the Web File
Perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
•
•
Using the Disk
Step 5
Step 6
Using the Web File
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Upgrading Related Services and Detecting the Server
Perform the following procedure:
Step 1
Step 2
Step 3
Upgrading Services
For information on available components and standalone database servers, see the "How does the upgrade work on the publisher database server?" section.
Step 4
a.
b.
Detecting the Server
The CallManager Database Configuration window opens. Cisco CallManager detects that you are upgrading the subscriber database server.
Upgrading the Subscriber Server(s)
If a publisher database server already exists and you are configuring a subscriber database server, Cisco CallManager automatically chooses I am upgrading/installing the CallManager Subscriber. By default, the publisher database server that is associated with the subscriber displays in the hostname publisher database server field. You may choose another publisher database server by clicking Browse.
Step 5
Caution
a.
b.
c.
Step 6
Completing the Upgrade
Perform the following procedure:
Step 1
Step 2
You do not need to back up the data on the subscriber servers. Click Cancel.
Step 3
Caution
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
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-Upgrade Tasks
After you complete the upgrade on all servers in the cluster, perform the appropriate tasks as described in Table 8:
Table 8 Post-Upgrade Tasks
If you disabled security policies for the Domain Security Policy and the security policies for the Local Security Policy before the upgrade, enable the policies to ensure that your system is not vulnerable to attacks.
What additional information should I know before I upgrade?.
Enable and start all services/applications that you disabled and stopped before the upgrade.
This task may require a reboot of the server after you enable and start the services.
•
•
Verify that all services started. Verify that you can place and receive a call across gateways. Verify that all Cisco IP telephony applications that are integrated with Cisco CallManager run properly.
Make note of the number of devices that you support in the Cisco CallManager cluster.
•
•
•
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.
If you need to do so, upgrade the Cisco IP telephony applications that are integrated with your Cisco CallManager system.
Caution
•
•
If you run Cisco TFTP service and the Cisco MOH Audio Translator service on two separate servers in the cluster, you must ensure that the server with the Cisco MOH Audio Translator service can access and has write privileges to the server where the Cisco TFTP service runs.
If you have never upgraded to Cisco CallManager Release 3.2, make sure that you configure partitions and calling search space for Message Waiting Indicator (MWI).
With every version of Cisco CallManager Release 3.2, you must synchronize the Message Waiting Indicator to be able to see the red indicator on the Cisco IP Phone.
•
•
•
Cisco strongly recommends that you download and use the Cisco CallManager Attendant Console.
If necessary, upgrade Cisco TAPI, Cisco JTAPI, Cisco Unity TSP (for the voice-mail system), and Cisco TSP for Cisco SoftPhone.
You must upgrade the Telephony Application Programming Interface and Java Telephony Application Programming Interface (TAPI/JTAPI) client software on any application server or client workstation on which TAPI/JTAPI applications are installed. If you do not upgrade the TAPI/JTAPI client, your application will fail to initialize.
The following information applies if you have integrated a Cisco Unity system with Cisco CallManager. TSP makes the voice-mail ports available to Cisco Unity. To ensure that Cisco Unity integrates properly with Cisco CallManager, you may need to upgrade the TSP for the voice-mail system. To ensure that you upgrade to the appropriate TSP release, refer to the Cisco CallManager Compatibility Matrix.
•
•
Ongoing System Management Practice
Back up your Cisco CallManager data.
•
•
Ongoing System Management Practice
Run the Cisco CallManager HealthCheck Utility on every server in the cluster.
See the "Run the Cisco CallManager HealthCheck Utility" section.
Ongoing System Management Practice
Verify the version of hotfixes and service packs that are installed on the server.
Download the latest hotfixes, service packs, and Cisco CallManager support patches that are available on the web.
This task requires a reboot of the server after you install the files.
Verifying Services, Patches, and Hotfixes
If you removed a drive and did not mirror the drives before the upgrade (no spare drive available), mirror them after you verify that all features exist and call-processing successfully occurs.
Caution
Note
Perform the following procedure:
1.
For the IBM xSeries Server
2.
For the HP Server or Cisco MCS
3.
4.
Enabling Cisco-Verified McAfee Antivirus Services
To enable Cisco-verified McAfee antivirus services, perform the following tasks:
Procedure
Step 1
a.
b.
c.
d.
e.
f.
Step 2
Verifying Services, Patches, and Hotfixes
Verifying Services
To confirm that the upgrade 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:
•
•
•
•
•
•
•
Depending on which services you have installed on your system, some services shown in the preceding list may not appear in your Services window.
Verifying and Installing Operating System Hotfixes and Support Patches
Refer to Installing the Operating System on the Cisco IP Telephony Applications Server. See Table 1.
Verifying and Installing Cisco CallManager and SQL Server 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 that is 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 may provide additional utilities and bug fixes for your system.
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 That Are Installed on the Server
The stiver.exe program reports the current version of all installation components, including such components as the operating system, upgrade, and backup and restore utility. Be aware that Cisco does not report the actual Cisco CallManager version through this program. Recognize that most of these components, 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 with the Cisco IP Telephony Server Operating System Hardware Detection Disk.
The version for stiOSUpg.exe equals the version of the operating system upgrade that you last ran either via disk or via the web. When Cisco updates and releases the Cisco IP Telephony Server Operating System OS/BIOS Upgrade Disk, the version of stiOSUpg changes.
Perform the following procedure to view the component versions that are installed on the server:
Procedure
Step 1
C:\sti\stiver
Step 2
Using the Message Waiting Indicator (MWI)
During the upgrade, the migration program identifies the first Cisco Unity port record and assigns the calling search space from the record to the migrated MWI on and MWI off numbers. If you use a voice-mail system other than Cisco Unity or if you use more than one Cisco Unity voice-mail system, you must manually assign the MWI on and off directory numbers to a partition and a calling search space, if applicable, through Cisco CallManager Administration. Cisco requires that you perform this procedure only one time after you upgrade to Cisco CallManager 3.2.
Procedure
Step 1
Step 2
The Message Waiting Configuration window displays. The Message Waiting Configuration window allows you to define Message Waiting Indicator on and off directory numbers that are used by a directly connected voice-mail system to determine whether to set or clear a message-waiting indication for a particular Cisco IP Phone.
Step 3
Step 4
The calling search space for the MWI on directory number determines the devices that this MWI directory number controls. Choose a calling search space that has access to the partitions of all directory numbers that control the Message Waiting Indicator. For example, if the lines on the phone exist in a partition named "Phones," choose the calling search space for the MWI on directory number that includes the "Phones" partition.
Step 5
Step 6
Step 7
The calling search space for the MWI off directory number determines the devices that this MWI directory number controls. Choose a calling search space that has access to the partitions of all directory numbers that control the Message Waiting Indicator.
Step 8
For more information on MWI, refer to the latest version of the Cisco CallManager Administration Guide and the latest version of the Cisco CallManager System Guide.
Synchronizing the Message Waiting Indicator
All Cisco CallManager Release 3.2 upgrades cause the Message Waiting Indicator on your Cisco IP Phone to display incorrectly. When you upgrade the publisher database server or the server that is running the Cisco Messaging Interface service, the upgrade does not save MWI configuration settings that are associated with the red indicator that displays on the phone.
To ensure that the red indicator displays after the upgrade, you must synchronize the Message Waiting Indicator through your chosen voice-mail system. Synchronizing MWI ensures that you can retrieve messages that are sent during the upgrade process. For information on synchronizing MWI, refer to the appropriate documentation that supports your voice-mail system.
Configuring Cisco MOH Audio Translator and Cisco TFTP
If you run the Cisco TFTP service and the Cisco MOH Audio Translator service on two separate servers in the cluster, perform the following configuration tasks. These tasks ensure that the server with the Cisco MOH Audio Translator can access and has write privileges to the server where the Cisco TFTP service runs.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.
l.
Step 12
Note
Step 13
Step 14
Step 15
Step 16
Step 17
For more information about the Cisco Music On Hold Audio Translator and Cisco TFTP services, refer to the Cisco CallManager Administration Guide and the Cisco CallManager System Guide.
Using the Cisco CallManager Attendant Console
Cisco strongly recommends that you download and use the Cisco CallManager Attendant Console with this version of Cisco CallManager.
Like Cisco WebAttendant, Cisco CallManager Attendant Console, a client-server application, allows you to set up Cisco IP Phones as attendant consoles. Employing a graphical user interface, the attendant console uses speed-dial buttons and quick directory access to look up phone numbers, monitor line status, and direct calls. A receptionist or administrative assistant can use the attendant console to handle calls for a department or company, or another employee can use it to manage his own telephone calls.
The attendant console installs on a PC with IP connectivity to the Cisco CallManager system. The attendant console works with a Cisco IP Phone that is registered to a Cisco CallManager system (one attendant console for each phone that will be used as an attendant console). Multiple attendant consoles can connect to a single Cisco CallManager system.
The application registers with and receives call-dispatching services from the Cisco Telephony Call Dispatcher (TCD) services on the Cisco CallManager.
For information on downloading and using Cisco CallManager Attendant Console, refer to the latest versions of the following documentation:
•
•
Using the Cisco CallManager Music On Hold Download
Note
When you initially install Cisco CallManager on your server, a default music on hold audio file sample automatically installs for customer use. To increase your music on hold (MOH) selection, you may download one of the following two files via the web:
•
•
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.
Reverting to the Previous Configuration After an Upgrade Attempt
In the unlikely event of an upgrade failure, or if you prefer an earlier version of Cisco CallManager, perform the following steps to return the Cisco IP Telephony Applications Server to the configuration that was in effect prior to the upgrade.
Reverting a 3.2 Cisco Device Load to a 3.0 Cisco Device Load
This section applies if you upgraded from the latest release of Cisco CallManager Release 3.0 and you want to revert to Cisco CallManager Release 3.0.
Caution
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
To continue the reversion, see the section that applies:
•
•
Reverting If You Did Not Remove a Drive Before the Upgrade
This procedure assumes that you have a good backup file (MCS.sti file) on a tape device or network directory.
Perform the following procedure:
Procedure
Step 1
Publisher Database Server
Step 2
Step 3
Do not install or configure the backup utility that automatically displays during the installation.
Step 4
Refer to the backup and restore document. To obtain the document, see Table 1.
Step 5
Note
Step 6
Subscriber Server(s)
Step 7
Step 8
Do not install or configure the backup utility that automatically displays during the installation.
Step 9
Refer to the backup and restore document. To obtain the document, see Table 1.
Step 10
Reverting If You Removed a Drive Before the Upgrade
This process may take from 30 minutes to 60 minutes, depending on the server.
Perform the following procedure:
Procedure
Step 1
Step 2
Note
Step 3
Step 4
Cisco MCS
Step 5
a.
b.
c.
d.
e.
f.
g.
IBM xSeries Server
Step 6
Step 7
Step 8
Step 9
Step 10
Processing begins.
Step 11
Step 12
Step 13
Step 14
Step 15
Step 16
Note
This process takes about 35 to 40 minutes, depending on the server.
Step 17
Step 18
Reverting the Hard Drive After Drive Mirroring Completes
If you want to revert a hard drive after drive mirroring and you have made changes that affect the domain trust relationship, you must remove the server from the domain and then add it back to the domain. You must have rights to join the server to the domain before you perform this procedure.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Reverting Upgraded Cisco IP Telephony Applications
After you revert the cluster to a 3.1 version of Cisco CallManager, you can revert upgraded Cisco IP telephony applications that are integrated with Cisco CallManager. Perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Tip
Step 4
Step 5
•
•
•
Step 6
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/en/US/docs/general/whatsnew/whatsnew.html
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.
Registered Cisco.com users can order the Documentation CD-ROM (product number DOC-CONDOCCD=) through the online Subscription Store:
http://www.cisco.com/go/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:
•
http://www.cisco.com/en/US/partner/ordering/index.shtml
•
http://www.cisco.com/go/subscription
•
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:
•
•
•
•
•
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:
•
•
•
•
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.
•
http://www.cisco.com/en/US/products/index.html
•
•
http://www.cisco.com/en/US/about/ac123/ac114/about_cisco_packet_magazine.html
•
http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html
•
http://www.cisco.com/en/US/learning/le31/learning_recommended_training_list.html
CCIP, CCSP, the Cisco Arrow logo, the Cisco Powered Network mark, the Cisco Systems Verified logo, Cisco Unity, Follow Me Browsing, FormShare, iQ Breakthrough, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, Networking Academy, ScriptShare, SMARTnet, TransPath, and Voice LAN are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, The Fastest Way to Increase Your Internet Quotient, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherSwitch, Fast Step, GigaStack, Internet Quotient, IOS, IP/TV, iQ Expertise, LightStream, MGX, MICA, the Networkers logo, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, RateMUX, Registrar, SlideCast, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.
All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0301R)
Copyright © 2003. Cisco Systems, Inc.
All rights reserved.
