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Cisco ICS 7700 Series Integrated Communication Systems

Release Notes for Cisco Customer Response Applications 3.5(2) for the Cisco ICS 7750

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Table Of Contents

Release Notes for Cisco Customer Response Applications 3.5(2) for the Cisco ICS 7750

Contents

What's New in Cisco CRA Release 3.5(2)

Unsupported Configurations for Cisco CRA

Unsupported Features and Requirements

Product Configurations

Qualified Combinations of Product Releases

Unsupported Features in Cisco CallManager

Features Available with Each Product Package

Unsupported and Supported Actions for Cisco ICD Agents

Unsupported Actions for Cisco IP ICD Agents

Supported Configurations for Agent Phones

Unsupported Configurations for Agent Phones

Additional Information About Cisco CRA Release 3.5(2)

Related Documentation

Cisco Customer Response Solutions 3.5(2) Documentation

Obtaining Troubleshooting Assistance

Upgrading From Cisco CRA 3.0(x)

Known and Resolved Problems

Resolved, Open, and Closed Caveats

Obtaining Documentation

Cisco.com

Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Release Notes for Cisco Customer Response Applications 3.5(2) for the Cisco ICS 7750

These release notes are for use with Cisco IP Contact Center (IPCC) Express Version 3.5(2) on the Cisco ICS 7750. These release notes describe the features and system requirements that are unique to running Cisco IPCC Express 3.5(2) on the Cisco ICS 7750.

For more information about Cisco CRA 3.5(2), refer to the most recent version of the Cisco CRA release notes at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/relnote/index.htm

Note Effective with release 3.0, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS) and, effective with release 3.1, is marketed under the names IPCC Express and IP IVR. The Cisco website and packaging materials have been updated to reflect the new name, but the user interface, and therefore the documentation, have not.

Contents

•What's New in Cisco CRA Release 3.5(2)

•Unsupported Configurations for Cisco CRA

•Unsupported Features and Requirements

•Product Configurations

–Unsupported Actions for Cisco IP ICD Agents

–Supported Configurations for Agent Phones

–Unsupported Configurations for Agent Phones

•Qualified Combinations of Product Releases

•Unsupported Features in Cisco CallManager

•Features Available with Each Product Package

•Unsupported and Supported Actions for Cisco ICD Agents

•Additional Information About Cisco CRA Release 3.5(2)

•Related Documentation

•Obtaining Troubleshooting Assistance

•Upgrading From Cisco CRA 3.0(x)

•Known and Resolved Problems

•Obtaining Documentation

•Obtaining Technical Assistance

•Obtaining Additional Publications and Information

What's New in Cisco CRA Release 3.5(2)

•Cisco IP IVR now supports Danish and Malay language prompts.

•Cisco CRA now supports Microsoft Windows Server 2003 Active Directory.

•The Cisco CRA installation program has been enhanced. New features include:

–License files will be copied automatically to the local hard drive. If this copy is not successful, a prompt will inform you of that.

–If it detects corrupted files, the installation program will attempt to repair them. If the installation program cannot repair these files, a prompt will inform you of that.

–If you attempt to install Cisco CRA through a Terminal Services session, a prompt will warn you not to continue.

–If you attempt to install Cisco CRA when the Cisco Security Agent (CSA) is running, a prompt will inform you to disable the CSA before continuing.

–If it detects a problem with the MSDE installation, the installation program will repair the problem and prompt you to rerun the installation program. In addition, the installation program will verify that MSDE is installed correctly before continuing with the installation.

–Enhanced progress bar that provides more detailed information about the progress of the installation

•Cisco CRA does not support the use of child domains with Active Directory.

•Cisco supports the use of Active Directory 2003 as an LDAP server for storing and retrieving configuration and user data.

•On the Cisco CRS server, make sure to check the Automatically adjust clock for daylight savings changes check box in the Windows Date/Time Properties window Time Zone tab, if this check box is available.

•A script will only execute steps in the Failed branch of the Connect step if no agents are available for the call when the connect step goes to the Failed branch. Instead the call will immediately go from the Failed branch to the Select Resource step. In addition, if an agent becomes available while the Failed branch of the Connect step is executing, the steps in the Failed branch will immediately stop executing and the call will go to the Select Resource step.

Unsupported Configurations for Cisco CRA

Cisco CRA 3.5(2) does not support the following configurations:

•Shared lines for CTI ports and for CTI route points.

•Enabling the multilevel precedence and preemption (MLPP) flag in Cisco CallManager Administration.

Unsupported Features and Requirements

Cisco CRA 3.5(2) on the Cisco ICS 7750 does not support the IP Queue Manager (IP-QM) that interfaces with the IP Customer Contact (IPCC) system.

Cisco CRA 3.5(2) on the Cisco ICS 7750 has the following requirements:

•The system processing engine (SPE) running Cisco CRA 3.5(2):

–Supports Microsoft Data Exchange (MSDE) on a dedicated configuration.

–Supports Microsoft SQL on a co-located configuration.

–Must have 1 GB of RAM for running all CRA applications. The SPE for Nuance TTS and ASR must have 1 GB of RAM, also.

•VLANs are needed to support the complete CRA monitoring and recording features on the Cisco ICS 7750. In order to configure VLANs, the Cisco ICS 7750 must run System Software Release 2.6.2. In addition, the Cisco ICS 7750 must have an MRP300 installed or have another VLAN-capable router available.

Note The Cisco ICS 7750 has special requirements for setting up agent recording and monitoring that uses the Switched Port Analyzer (SPAN) feature of IOS. For information and set-up instructions, refer to Setting Up the Switched Port Analyzer (SPAN) for Monitoring and Recording IP-ICD Agents on the Cisco ICS 7750 at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/icsspan.htm

Product Configurations

The Cisco ICS 7750 supports two configuration options for the Cisco CRA 3.5(2) server:

•Cisco CRA 3.5(2) can be installed on a dedicated SPE. Support is provided for up to 50 agents, depending on the configuration.

If you are using the Nuance TTS and ASR applications, it is recommended that you install these applications on a separate, dedicated SPE.

•Cisco CRA 3.5(2) can be co-located on an SPE running Cisco CallManager 4.0(1) or higher.

Note If you are using a dedicated server for handling recording and voice monitoring, the server can be a system processing engine (SPE) in the Cisco ICS 7750 or an external server.

Table 1 lists the two configuration options and the supported ICD agents or IVR ports capacities.

Table 1 Capacities for Cisco CRA 3.5(2) Product Configurations for the Cisco ICS 7750

Cisco CRA Application
Co-Located with Cisco CallManager on an SPE
Dedicated SPE

IP Integrated Contact Distribution (ICD)

10 ICD Agents

1 ICD Supervisor

ICD Agent and Supervisor capacity is configurable.

IP Interactive Voice Response (IVR)

10 IVR ports

IVR port capacity is configurable


Note Specific capacities for a dedicated IP IVR configuration or a dedicated IP ICD configuration depend on the number and type of CRA features in the system. The sales engineer (SE) uses the CRA Performance Tool to calculate maximum capacities for your system.

When you are running Cisco CRA on the Cisco ICS 7750, use the following guidelines for planning purposes:

•Dedicated Cisco CallManager configuration—Up to 500 users

•Co-located Cisco CallManager configuration—Up to 200 users

Note The ICS 7750 supports the use of an external server with Cisco CRA.

Qualified Combinations of Product Releases

Cisco CRA 3.5(2) has been qualified for the following product combinations only. Table 2 lists the qualified product combinations for Cisco CRA 3.5(2), Cisco CallManager, and ICS System Manager.

Table 2 Qualified Combinations of Product Releases

Cisco CRA Release
Cisco CallManager Release
ICS System Manager Release

3.5(2)

4.0(2a) or later

2.6.21

1 System software release 2.6.2 is required in order to run Cisco CallManager release 4.0(x) on the Cisco ICS 7750.


Unsupported Features in Cisco CallManager

The following Cisco CallManager features are not supported by Cisco CRA 3.5(2). These features are disabled by default and should not be enabled for Cisco CRA.

•Forced Authorization Codes and Client Matter Codes (FAC/CMC)

•Block External to External Transfer

•Drop Adhoc Conference When Creator Leaves

For more information about these features, refer to the Cisco CallManager documentation.

Features Available with Each Product Package

Table 3 lists the Cisco CRS features that are enabled by each Cisco CRS product key. The Cisco ICS 7750 does not support Cisco Intelligent Contact Manager (ICM) or IP Queue Manager (IP-QM).

Table 3 Cisco CRA 3.5(2) Features Enabled with Product Keys for the Cisco ICS 7750 

Feature
IP IVR1
IPCC Express
Standard
IPCC Express
Enhanced
IPCC Express
Premium
Extended Services

Telephony Applications

X

X

X

X

 

Integrated Contact Distribution

 

X

X

X

 

Extension Mobility

X2

   

X4

X

Auto Attendant

X2

   

X2

X

Multiple Language Support (3.02)

X

X

X

X

 

JTAPI3

X

X

X

X

X

HTTP4

X

   

X

 

E-mail

X

   

X

 

Database

X

   

X

 

Cisco Media Termination

X

X

X

X

X

Automated Speech Recognition (ASR)

X5

 

X5

X5

 

Text-to-Speech (TTS)

X5

 

X5

X5

 

Voice Browser

X6

 

X6

X6

 

Real-Time Reporting

X

X

X

X

X

Historical Reporting

X7

X8

X9

X9

 

Editor

X10

X11

X12

X13

 

1 IP IVR = Cisco IP Interactive Voice Response.

2 Sample scripts included.

3 JTAPI = Java Telephony Application Programming Interface.

4 For Extended Services, the HTTP subsystem and the ability to configure HTTP triggers are included for use with Extension Mobility.

5 Add-on Feature.

6 Available only if ASR option is purchased.

7 Only IVR Reports.

8 ICD Standard Historical Reporting Client can be purchased

9 ICD Enhanced Historical Reporting Client can be purchased.

10 ICD steps not included.

11 E-mail, Http, DB, and Java steps not included; also, the Set Priority step is not included.

12 E-mail, Http, DB, and Java steps not included

13 ICM Steps not include


Unsupported and Supported Actions for Cisco ICD Agents

This section outlines the unsupported and supported actions for agents using the Cisco Agent Desktop or the Cisco IP Phone Agent Service. Agents can access similar information in the Cisco Agent Desktop online help.

Unsupported Actions for Cisco IP ICD Agents

Use of the following softkeys on a Cisco IP Phone is not supported:

•Barge

•cBarge

•DirTrfr

•GPickup

•Join

•MeetMe

•Pickup

Supported Configurations for Agent Phones

•The following phones are supported by the Cisco Agent Desktop:

–Cisco IP Phone 7902 series, 7905 series, 7910 series, 7912 series, 7940 series, and 7960 series

–Cisco IP SoftPhone

•The Cisco IP Phone 7940 series and 7960 series are supported for use by Cisco IP Phone Agents.

•An ICD extension configured on a single device (but not on multiple devices).

•An ICD extension configured in a single device profile (but not in multiple device profiles).

•Multiple agents sharing the same ICD extension, which you can set up as follows:

a. Configure the ICD extension on a single phone (not in a device profile).

b. Associate that phone with each agent who will use that extension.

c. Select the appropriate directory number (DN) as the ICD extension for each agent.

In this configuration, only one agent at a time can be logged in.

Note All agents that currently have the ICD extension to be shared must log out before you can configure additional agents to share that extension.

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

•Two lines on an agent's phone that have the same extension but exist in different partitions.

•An ICD extension assigned to multiple devices.

•Configuring the same ICD extension in more than one device profile. (Configuring an ICD extension in a device profile is supported.)

•In the Cisco CallManager Administration Directory Number Configuration web page for each ICD line, setting Maximum Number of Calls to a value other than 2.

•In the Cisco CallManager Administration Directory Number Configuration web page for each ICD line, setting Busy Trigger to a value other than 1.

•Configuring a Cisco IP Phone with SRTP on.

•No Cisco Call Manager device can be forwarded to the ICD extension of an agent.

•The ICD extension of an agent cannot be configured to forward to a Cisco CRA route point.

•Use of characters other than the numerals 0 - 9 in the ICD extension of an agent.

Additional Information About Cisco CRA Release 3.5(2)

For up- to- date information about the following topics, refer to the most recent version of the Cisco CRA release notes at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/relnote/index.htm

•Late-Breaking Information

•Obtaining Double-Byte Data in a Cisco CRA Script

•Upgrading from Nuance Vocalizer 1.0 to Nuance Vocalizer 3.0

•Changing the IP Address of a Cisco CRA Server

•Entering a Datasource Name in Cisco CRA Administration

•Contact Dispositions in Cisco CRA Real-Time Reports and Historical Reports

•Cisco CRA Historical Reports Upgrades and Enhancements

•Sharing Cisco CRA Historical Reports on the Web

•Selecting Languages for ASR

•Using Cisco CRS Clients with Microsoft Windows XP-SP2

Related Documentation

To view the most recent version of this document, go to the following location and select Cisco Customer Response Applications on the Cisco ICS 7750:

http://cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/

Note The Cisco ICS 7750 has special requirements for setting up agent recording and monitoring that uses the Switched Port Analyzer (SPAN) feature of IOS. For information and set-up instructions, refer to Setting Up the Switched Port Analyzer (SPAN) for Monitoring and Recording IP-ICD Agents on the Cisco ICS 7750 at this URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsapps/icscra/cra30/icsspan.htm

For information about the Cisco ICS 7750, refer to the Cisco ICS 7750 Documentation Roadmap. This document provides a high-level overview of the key tasks involved in installing, configuring, and maintaining the Cisco ICS 7750. Each task has one or more hyperlink references to the documentation that tells how to complete that task.

http://www.cisco.com/univercd/cc/td/doc/product/voice/ics/icsmap.htm

Cisco Customer Response Solutions 3.5(2) Documentation

Table 4 provides references to related documentation. In addition, you can obtain online help from the Cisco CRA Administration web pages, the Cisco CRA Editor, the Cisco Agent Desktop, the Cisco Supervisor Desktop, the Cisco Desktop Administrator, and the Cisco CRA Historical Reports client interface.

Note If a Cisco CRA document is not updated from a previous release of Cisco CRA, that document remains valid for the current release.

Table 4 Related Documentation 

Related Information and Software
Document or URL

Cisco CRA documentation overview

Cisco Customer Response Applications 3.5 Resources Card in your Cisco CRA product package

Cisco CRA documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/index.htm

Cisco voice products documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

Operating system documentation and Virtual Network Computing (VNC) documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/iptel_os/index.htm

Cisco MCS hardware specifications

http://www.cisco.com/en/US/products/hw/voiceapp/ps378/products_data_sheets_list.html

Cisco IP Telephony BIOS and Operating System Roadmap

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

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Backup and restore documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/backup/index.htm

Service releases

http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

Related Cisco IP telephony application documentation

http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

Cisco CallManager Extended Services, including Cisco CallManager Extension Mobility and Cisco CallManager AutoAttendant

http://www.cisco.com/univercd/cc/td/doc/product/voice/serv_fea/ext_serv/ index.htm

Cisco ICM Software and Cisco IPCC documentation

http://www.cisco.com/univercd/cc/td/doc/product/icm/index.htm


Obtaining Troubleshooting Assistance

For the most current troubleshooting information and tips, go to this URL:

http://cisco.com/cgi-bin/Support/browse/psp_view.pl?p=Software:Cisco_IPCC_Express_Edition&viewall=true

For assistance identifying and troubleshooting common problems, go to the Cisco TAC Case Collection Tool (TCCT) at this URL:

http://www.cisco.com/kobayashi/support/tac/tsa/launch_tsa.html

From the Tools and Utilities page, select the Voice technology link, and search for a solution using a free text query or a guided search.

Upgrading From Cisco CRA 3.0(x)

To upgrade from Cisco CRA Release 3.0(x) to Cisco CRA Release 3.5(2), follow these steps.

Step 1 Install the required hot fixes and service packs for the operating system that runs on SPEs in the Cisco ICS 7750. For information, go to this URL:

http://www.cisco.com/kobayashi/sw-center/telephony/ics-7750/icshotfix-planner.shtml

Step 2 Upgrade your Cisco CallManager software to Cisco CallManager release 4.0(2a).

If system software release 2.5.0 or earlier is installed on the target Cisco ICS 7750, refer to Upgrading to System Software Release 2.6.0 and Cisco CallManager Release 3.3(2) on the Cisco ICS 7750. You must upgrade to system software release 2.6.2 and Cisco CallManager 4.0(2a) before proceeding.

If system software release 2.6.x and Cisco CallManager 3.3(2) are already installed on the target Cisco ICS 7750, complete the following procedure to upgrade to Cisco CallManager 4.0(2a):

a. Install system software release 2.6.2, using either of the following methods:

•Download the software upgrade from the Software Center.

http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

•Use the Cisco ICS 7750 System Software CD, Release 2.6.2.

b. Install these Windows OS upgrades.

•First, install win-OS-upgrade-K9.2000-2-6.

•Next, install win-OS-upgrade-K9.2000-2-6sr4.

Note Do not install a Windows OS upgrade on any SPE310s that are running Cisco Unity.

c. Upgrade to Cisco CallManager 4.0(2a). Refer to Upgrading to Cisco CallManager Release 4.0(2a) on the Cisco ICS 7750 and Upgrading Cisco CallManager 4.0(2) for additional upgrade instructions.

Step 3 Install Cisco CRA Release 3.5(2) on your CRA Server.

For instructions, refer to the installation chapter in Getting Started with Cisco Customer Response Applications 3.5.

Step 4 If you want to maintain existing user profile information, use the LDAP conversion tool to convert configuration and Repository profiles.

For instructions, refer to the applicable appendix in Getting Started with Cisco Customer Response Applications 3.5.

Note For information about known problems with upgrades, refer to the Release Notes for Cisco Customer Response Applications 3.5.

Known and Resolved Problems

Known problems (bugs) are graded according to severity level. These release notes contain descriptions of the following bugs:

•All severity level 1 or 2

•Significant severity level 3

You can search for problems by using the Cisco Software Bug Toolkit.

To access Bug Toolkit, you need the following items:

•Internet connection

•Web browser

•Cisco.com user ID and password

To use the Software Bug Toolkit, follow this procedure:

Step 1 To access the Bug Toolkit, go to http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Step 2 Log on with your Cisco.com user ID and password.

Step 3 Click the Launch Bug Toolkit hyperlink.

Step 4 To look for information about a specific problem, enter the ID number in the "Enter known bug ID" field and click Search.

Resolved, Open, and Closed Caveats

For a list of the resolved and open problems in Cisco CRA 3.5(2), refer to the Release Note for Cisco Customer Response Applications 3.5(2) at this link:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/relnote/index.htm

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain 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 at this URL:

http://www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation DVD

Cisco documentation and additional literature are available in a Documentation DVD package, which may have shipped with your product. The Documentation DVD is updated regularly and may be more current than printed documentation. The Documentation DVD package is available as a single unit.

Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.

Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Cisco Marketplace:

http://www.cisco.com/go/marketplace/

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:

•Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

•Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387).

Documentation Feedback

You can send comments about technical documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

•Report security vulnerabilities in Cisco products.

•Obtain assistance with security incidents that involve Cisco products.

•Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

•Emergencies — security-alert@cisco.com

•Nonemergencies — psirt@cisco.com

Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one that has the most recent creation date in this public key server list:

http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on

In an emergency, you can also reach PSIRT by telephone:

•1 877 228-7302

•1 408 525-6532

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

•Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

•iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

•World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html

CCSP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, SwitchProbe, TeleRouter, The Fastest Way to Increase Your Internet Quotient, TransPath, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website 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. (0501R)