Release Notes for Cisco Unity Express 2.0

Transcription

1 April 29, 2005 Cisco Unity Express Release Text Part Number These release notes support Cisco Unity Express 2.0 up to and including Cisco Unity Express These release notes are updated as needed to describe new hardware support, features, and related documents. We recommend that you view the field notices for this release to see if your software or hardware platforms are affected. If you have an account on Cisco.com, you can find field notices at If you do not have a Cisco.com login account, you can find field notices at Table 1 describes the history of this Cisco Unity Express release. Table 1 Cisco Unity Express 2.0 Maintenance Release History Cisco Unity Express Release Released December 22, April 29, 2005 Note The user documentation for Cisco Unity Express refers to this release as 2.0. The release is the second release version for Cisco Unity Express 2.0. Contents These release notes contain the following sections: System Requirements, page 2 New Features and Enhancements in Cisco Unity Express 2.0.2, page 8 Important Notes, page 10 Corporate Headquarters: Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA USA Copyright 2005 Cisco Systems, Inc. All rights reserved.

2 System Requirements Caveats, page 10 Related Documentation, page 14 Obtaining Documentation, page 15 Documentation Feedback, page 16 Cisco Product Security Overview, page 17 Obtaining Technical Assistance, page 17 Obtaining Additional Publications and Information, page 19 System Requirements This section describes the hardware and software requirements for Cisco Unity Express Release 2.0. It contains the following subsections: Hardware Supported, page 2 Files Included in Cisco Unity Express 2.0, page 3 Software Licenses and Factory-Set Limits, page 3 Upgrading the Cisco Unity Express License, page 6 Software Compatibility, page 6 Determining the Software Version and License, page 8 Hardware Supported Table 2 lists supported platforms and the minimum Cisco IOS release required to support Cisco Unity Express network modules and Advanced Integration Modules (AIMs). Note Cisco Unity Express 2.0 does not support the NM-CUE-EC. Table 2 Supported Platforms and Minimum Cisco IOS Release Required to Support Cisco Unity Express Network Modules and AIMs Cisco Platform Cisco Unity Express Network Module (NM-CUE) Cisco Unity Express AIM-CUE Cisco 2600XM 12.3(4)T 12.3(7)T Cisco 2650XM, 2651XM 12.3(4)T 12.3(7)T Cisco (4)T 12.3(7)T Cisco 2801 Not Supported 12.3(8)T4 Cisco 2811, 2821, (8)T4 12.3(8)T4 Cisco 3725, (4)T 12.3(7)T Cisco 3825, (11)T 12.3(11)T 2

3 System Requirements Files Included in Cisco Unity Express 2.0 Table 3 lists the files available in the Cisco Unity Express 2.0 release. Table 3 Files Included in Cisco Unity Express Filename cue-vm pkg cue-installer cue-vm-installer prt1 cue-vm-full prt1 cue-vm-upgrade prt1 cue-vm-lang-pack pkg cue-vm-en_us-lang-pack prt1 cue-vm-fr_fr-lang-pack prt1 cue-vm-de_de-lang-pack prt1 cue-vm-es_es-lang-pack prt1 CUEEditor2.0.2.exe cue-vm-license_12mbx_ccm_2.0.2.pkg cue-vm-license_25mbx_ccm_2.0.2.pkg cue-vm-license_50mbx_ccm_2.0.2.pkg cue-vm-license_100mbx_ccm_2.0.2.pkg cue-vm-license_12mbx_cme_2.0.2.pkg cue-vm-license_25mbx_cme_2.0.2.pkg cue-vm-license_50mbx_cme_2.0.2.pkg cue-vm-license_100mbx_cme_2.0.2.pkg Purpose The main software package file Helper installer Installer payload file Voic application Voic application upgrade package from release Language package file English (U.S.) language prompts French (European) language prompts German language prompts Spanish (European) language prompts Script Editor License 12 mailbox for Cisco CallManager License 25 mailbox for Cisco CallManager License 50 mailbox for Cisco CallManager License 100 mailbox for Cisco CallManager License 12 mailbox for Cisco CallManager Express (CME) License 25 mailbox for Cisco CallManager Express (CME) License 50 mailbox for Cisco CallManager Express (CME) License 100 mailbox for Cisco CallManager Express (CME) Software Licenses and Factory-Set Limits Cisco Unity Express software is available in different licenses for the network module or the AIM and for Cisco CallManager or Cisco CallManager Express (CME). To download Cisco Unity Express software licenses, you must have an account on Cisco.com. In Cisco.com, go to the Software Center for Cisco Unity Express. 3

4 System Requirements The following Cisco Unity Express licenses are available for the Cisco Unity Express 2.0 release: Cisco Unity Express Network Module Licenses for Cisco CallManager: SCUE-12CCM SCUE-25CCM SCUE-50CCM SCUE-100CCM Licenses for Cisco CallManager Express (CME): SCUE-12CME SCUE-25CME SCUE-50CME SCUE-100CME Cisco Unity Express AIM Licenses for Cisco CallManager: SCUE-12CCM SCUE-25CCM SCUE-50CCM Licenses for Cisco CallManager Express (CME): SCUE-12CME SCUE-25CME SCUE-50CME Factory-set system limits are determined by the ordered license. Limits for the NM-CUE are shown in Table 4 and Table 5. Limits for the AIM-CUE are shown in Table 6 and Table 7. Table 4 System Capacities for Mailboxes, Storage Hours, Ports, Scripts, and Prompts on the NM-CUE Cisco Unity Express License/Software SKU SCUE-LIC-12CCM SCUE-LIC-12CME SCUE-LIC-25CCM SCUE-LIC-25CME SCUE-LIC-50CCM SCUE-LIC-50CME SCUE-LIC-100CCM SCUE-LIC-100CME Total Mailbox Storage (Hours) Default Mailbox Size (Minutes) 1 Number of Concurrent Voic and Auto-Attendant Ports/Sessions 1. The default mailbox size calculation includes the allocation for the General Delivery Mailboxes (GDMs). Number of Customizable Scripts Number of Prompts 4

5 System Requirements Table 5 Maximum Number of Mailboxes, Groups, Owners, and Members on the NM-CUE Cisco Unity Express License/Software SKU SCUE-LIC-12CCM SCUE-LIC-12CME SCUE-LIC-25CCM SCUE-LIC-25CME SCUE-LIC-50CCM SCUE-LIC-50CME SCUE-LIC-100CCM SCUE-LIC-100CME 1. Per CUE system. Default Number of Personal Mailboxes Default Number of General Delivery Mailboxes Total Number of Mailboxes Number of Groups 1 Number of Owners Number of Members 1 Table 6 System Capacities for Mailboxes, Storage Hours, Ports, Scripts, and Prompts on the AIM-CUE Cisco Unity Express License/Software SKU SCUE-LIC-12CCM SCUE-LIC-12CME SCUE-LIC-25CCM SCUE-LIC-25CME SCUE-LIC-50CCM SCUE-LIC-50CME Total Mailbox Storage (Hours) Default Mailbox Size (Minutes) 1 Number of Concurrent Voic and Auto-Attendant Ports/Sessions Number of Customizable Scripts The default mailbox size calculation includes the allocation for the General Delivery Mailboxes (GDMs). Number of Prompts Table 7 Maximum Number of Mailboxes, Groups, Owners, and Members on the AIM-CUE Cisco Unity Express License/Software SKU SCUE-LIC-12CCM SCUE-LIC-12CME SCUE-LIC-25CCM SCUE-LIC-25CME SCUE-LIC-50CCM SCUE-LIC-50CME 1. Per CUE system. Default Number of Personal Mailboxes Default Number of General Delivery Mailboxes Total Number of Mailboxes Number of Groups 1 Number of Owners Number of Members 1 5

6 System Requirements Upgrading the Cisco Unity Express License You can upgrade to Cisco Unity Express from the following version: Cisco Unity Express When you upgrade, make sure to upgrade to the same type of license. For example, if you are running the license SCUE-LIC-50CME, make sure to upgrade to another SCUE-LIC-xxCME license. You can upgrade to a license that offers support for more personal mailboxes. To increase your mailbox license, you must purchase a new license. Note Downgrading to a license with support for fewer personal mailboxes is not supported. If you want to change the system to support a lower number of mailboxes, and you cannot restore any previous backups on the larger system, then you must purchase a new license and perform a new installation from the beginning. For specific procedures on how to upgrade your Cisco Unity Express license, see the Cisco Unity Express CLI Administrator Guide for Cisco CallManager, Release 2.0, or the Cisco Unity Express CLI Administrator Guide for Cisco CallManager Express, Release 2.0. Software Compatibility This section describes Cisco Unity Express compatibility with other software application versions. It includes the following subsections: Cisco Unity Express Compatibility with Cisco CallManager, page 6 Cisco Unity Express Compatibility with Cisco CallManager Express, page 6 Cisco Unity Express Compatibility with Cisco Unity, page 7 Cisco Unity Express Compatibility with Earlier Versions of Cisco Unity Express, page 7 Cisco Unity Express Compatibility with Cisco CallManager Table 8 lists the Cisco CallManager software versions that are compatible with supported versions of SCUE-LIC-xxCCM. Table 8 Cisco Unity Express Compatibility with Cisco CallManager Cisco Unity Express Supported Releases Compatible Cisco CallManager Releases 3.3(3), 3.3(4) 4.0(1), 4.0(2) (3), 3.3(4) Cisco Unity Express Compatibility with Cisco CallManager Express Table 9 lists the Cisco Unity Express releases that are compatible with different versions of Cisco CallManager Express (CME). This table applies to Cisco Unity Express software licenses with the format SCUE-LIC-xxCME. 6

7 System Requirements Table 9 Cisco Unity Express Compatibility with Cisco CallManager Express Cisco Unity Express Supported Releases Compatible Cisco CallManager Express Versions Minimum Cisco IOS Release Required for Cisco CallManager Express Version 12.3(4)T 12.3(7)T 12.3(11)T 12.3(8)T 12.3(11)XL 12.3(11)XL1 12.3(4)T 12.3(7)T 12.3(8)T 12.3(11)XL 12.3(11)XL1 Cisco Unity Express Compatibility with Cisco Unity Table 10 lists the Cisco Unity software versions that are compatible with supported versions of Cisco Unity Express. Table 10 Cisco Unity Express Compatibility with Cisco Unity Compatible Cisco Unity Cisco Unity Express Releases Releases (3), 4.0(4) Not supported 1. Cisco Unity releases shown in bold indicate releases that provide Cisco Unity Voice Profile for Internet Messaging (VPIM) message interoperability with the corresponding Cisco Unity Express release. Cisco Unity Express Compatibility with Earlier Versions of Cisco Unity Express Table 11 lists the earlier Cisco Unity Express versions that are compatible with a given version of Cisco Unity Express. Note that earlier versions do not have all the features and functionality available in later versions. Table 11 Cisco Unity Express Releases Compatibility with Earlier Cisco Unity Express Releases Cisco Unity Express Releases Earlier Cisco Unity Express Releases , Voic networking is not supported in Cisco Unity Express releases prior to

8 New Features and Enhancements Determining the Software Version and License To determine the software version of Cisco Unity Express and the license being used, perform the following steps. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Open a Telnet session. Telnet to the router by entering telnet ip-address. Enter the user ID and password of the router. Enter the following command to enter the Cisco Unity Express command environment: service-module service-engine slot/port session Enter Cisco Unity Express EXEC mode by entering the following command: enable Enter the following command to display the Cisco Unity Express software version: show software versions Enter the following command to display the Cisco Unity Express software license: show software licenses New Features and Enhancements The following sections describe new features and enhancements available in this release: New Features and Enhancements in Cisco Unity Express 2.0.2, page 8 New Features and Enhancements in Cisco Unity Express 2.0.1, page 8 New CLI Commands in Cisco Unity Express 2.0.2, page 9 New CLI Commands in Cisco Unity Express 2.0.1, page 9 New Features and Enhancements in Cisco Unity Express There are no new features in Cisco Unity Express This maintenance release only provides fixes to the previous release. New Features and Enhancements in Cisco Unity Express Cisco Unity Express introduces a number of important features and enhancements, including the following: Support for multiple languages European French, German, European Spanish, and U.S. English are available in the telephone user interface (TUI) and auto-attendant prompts. Streamlined software upgrade process The upgrade process has been modified to reduce installation time. 8

9 New Features and Enhancements Increased storage on the AIM The AIM-CUE flash storage capacity can be increased from 512 MB to 1 GB. With the 1-GB flash, the AIM-CUE can support 14 hours of voic message storage. Housing Cisco Unity Express and Cisco CallManager Express software on different routers Beginning with this release, Cisco Unity Express software installed on one router can interoperate with Cisco CallManager Express installed on a different router. Networking across multiple sites Voice Profile for Internet Messaging version 2 (VPIMv2) provides support for voic messaging interoperability between Cisco Unity Express sites and between Cisco Unity Express and Cisco Unity with Non-Delivery Record (NDR) for networked messages and blind addressing. Support for Cisco CallManager Release 3.3(3), 3.3(4), and 4.0(1) Cisco Unity Express provides the capability of auto-detecting the Cisco CallManager JTAPI version on a remote system for handling call control and user import functionality. New CLI Commands in Cisco Unity Express The following CLI command has been added in Cisco Unity Express 2.0.2: database compact New CLI Commands in Cisco Unity Express The following CLI commands have been added in Cisco Unity Express For more information, see the Cisco Unity Express CLI Command Reference, Release 2.0. abbreviation show network detail local show network detail location id show network locations show network queues show software directory software download abort software download clean software download server software download status software download upgrade software install clean software install downgrade software install upgrade software remove voic extension-length voic phone-prefix 9

10 Important Notes voic spoken-name voic vpim-encoding Important Notes This section provides important additional notes regarding Cisco Unity Express U.S. Daylight Savings Time Changes Require Reconfiguration of Time Zones Beginning in March, 2007, the dates for United States Daylight Savings Time were changed to begin at 2 a.m. on the second Sunday of March, and end at 2 a.m. on the first Sunday in November. This change will affect voic timestamps during the weeks that were previously part of Standard Time. Cisco Unity Express sets the Daylight Savings Time start and end dates automatically on the basis of timezone. You must manually change the United States Daylight Savings Time start and end date settings using the clock timezone command. To configure the timezone using the GUI, go to Administration > Network Time Zone Settings and change the timezone accordingly. For more information, see Field Notice FN#62682 : U.S. Daylight Saving Time (DST) policy changes effective March for all Cisco Unity Express (CUE) releases prior to AIM-CUE with 512-MB CF Storage Capacity May Crash The Cisco Unity Express AIM-CUE module equipped with 512 MB of compact flash may crash if the voic storage capacity is completely used up. This is expected to occur when recording time exceeds 6 hours. Previously, the product had been specified to support 8 hours of voic storage. Cisco recommends that the AIM-CUE module with 512 MB of compact flash be replaced with an AIM-CUE module with 1 GB of compact flash. For more specific information, see the field notice at the following URL: Caveats Caveats describe unexpected behavior in Cisco Unity Express software releases. Severity 1 caveats are the most serious caveats; severity 2 caveats are less serious. Severity 3 caveats are moderate caveats, and only selected severity 3 caveats are included in this document. This section contains open and resolved caveats for the current Cisco Unity Express maintenance release. Note If you have an account on Cisco.com, you can use Bug Toolkit to find select caveats of any severity. To reach Bug Toolkit, log in to Cisco.com by clicking the Log In button on the right side, go to the drop down menu on the top bar of the page and select Technical Support: Tools & Utilities: Software Bug Toolkit (under Troubleshooting Tools). Another option is to enter the following URL in your web browser: 10

11 Caveats To find the latest Cisco Unity Express DDTS information, go to Bug Toolkit and search, by product, for Cisco Unity Express. Once logged in to Bug Toolkit, select the option to search for bugs in other Cisco software and hardware products, and select the Cisco Unity Express Network Module. Open Caveats Cisco Unity Express This section describes possibly unexpected behavior by Cisco Unity Express All the caveats listed in this section are open in Cisco Unity Express This section describes severity 2 caveats and select severity 3 and severity 4 caveats. The following information is provided for each caveat: Symptoms A description of what is observed when the caveat occurs. Conditions The conditions under which the caveat has been known to occur. Workaround Solutions, if available, to counteract the caveat. The following caveats are open in Cisco Unity Express 2.0.2: CSCef24326 Symptoms: A 10-second delay in a voice prompt occurs when traces are set on CCN. These are not default traces, and this delay occurs only when debugging using traces. Conditions: The delay occurs approximately 2 out of 5 times when debugging using CCN traces. Workaround: Ensure that CCN traces are not left on after debugging. CSCeg18575 Symptoms: While a backup or restore operation is being done through the Cisco Unity Express GUI, the progress bar byte count halts. The download animation on the screen continues to play. Though invisible to the administrator, the restore or backup actually continues and completes. Conditions: This bug was reproduced on Windows 2000 professional, Internet Explorer 6.0 SP1 without complete Microsoft updates. Workarounds: 1. Patch Internet Explorer with the latest Microsoft updates from or 2. Use the Cisco Unity Express CLI to do backup and restore operations. CSCeg21118 Symptoms: Boot process starts and is halted by a reload, and an Initializing memory message is seen on the console. Conditions: This condition happens on rare occasions. Workaround: Power off the router for several minutes, and then turn the router power back on. CSCeg24701 Symptoms: The Cisco Unity Express GUI and CLI do not respond for several minutes, and then normal operation resumes. Conditions: This condition happens on rare occasions. Workaround: None. 11

12 Caveats CSCeg25916 Symptoms: When an NTP server is added using the Cisco Unity Express GUI, it takes 10 seconds to respond in the following scenarios: 1. The DNS server is not configured, and the hostname is not stored in the DNS cache. 2. The DNS server is not configured, and a negative entry is present for the hostname in the JVM DNS cache. In the meantime, if the user presses the add button repeatedly, the user will experience a delayed response. The delay seen is equal to 10 seconds for each time the add button is pressed. Conditions: The delay of 10 seconds occurs because of the 5-second timeout on the DNS hostname resolution query. The query is tried twice, and as a result, the response is delayed 10 seconds. If multiple hostname resolution queries are made from the GUI using the add button, the response is delayed 10 seconds foe each query made. Workaround: There are two workarounds for this issue: 1. Configure a DNS server. 2. If the DNS server is not configured, configure the NTP server using the IP address. CSCeg28753 Symptoms: An audible click is heard in the audio stream when a software image download is started either with a download or the install command. Conditions: The click is intermittently heard when a software image download or install is started. Workaround: Start software image downloads when the system is not in use. CSCeg32104 Symptoms: An Invalid Kernel message appears in the startup console output when Cisco Unity Express is reloading. Conditions: This error message occurs when applying a CUE reset from Cisco IOS, or when powering off while performing an installation of software. Workaround: Avoid resetting CUE or turning the router power off when performing the CUE software installation. CSCeg37049 Symptoms: Uploading of script fails with a Script refresh failed message in the log file and GUI. Conditions: This failure occurs on rare occasions when scripts are upgraded. Workaround: None. Resolved Caveats Cisco Unity Express This section describes resolved caveats in Cisco Unity Express This section describes severity 2 caveats and select severity 3 and severity 4 caveats. The following information is provided for each caveat: Symptoms A description of what is observed when the caveat occurs. Conditions The conditions under which the caveat has been known to occur. Workaround Solutions, if available, to counteract the caveat. 12

13 Caveats The following caveats are resolved in Cisco Unity Express 2.0.2: CSCed30264 Symptoms: If a caller does a zero-out to an extension, and that extension has Call Forward Busy or Call Forward All to Voic , and the call gets forwarded to Voic , then the caller will hear a message saying Sorry, this extension does not have a mailbox associated with it. In this case, the caller will not be able to leave a message. However, if that extension has Call Forward No Answer to Voic , and the call gets forwarded to Voic , then the caller will hear the mailbox greeting and will be able to leave a voice mail. Conditions: This problem exists only on Cisco Unity Express software licenses for Cisco CallManager. It does not exist on software licenses for Cisco CallManager Express. Workaround: None. CSCef36007 Symptoms: A user cannot exit configuration mode when issuing the following key sequence: CTRL-Z. Conditions: This condition occurs in CLI mode when the CTRL-Z command sequence is entered to exit configuration mode. Workaround: Use the end command to exit configuration mode. CSCeg22142 Symptoms: The CUE module resets (reboots) after the router reloads. Conditions: If CUE has outgoing network voice mails to send, and the router is reloaded, CUE on rare occasions may reset if CUE fails to re-register with Cisco IOS within the SCP timeout. Any active calls to voice mail or the auto attendant will be terminated. Workaround: Disable SCP to the service engine, or reload the service engine after reloading Cisco IOS. To disable SCP resets for the module, execute the following command in Cisco IOS EXEC mode: test hw-module service-engine slot #/0 reset disable CSCeg51165 Symptoms: The time stamp for voice mail for Australia NSW runs one hour in advance of the time that actually runs on CUE Conditions: This problem occurs only on the AIM-CUE module, and does not occur on the NM-CUE. Workaround: Create a local version of the script. CSCeg60609 Symptoms: The CUE Script Editor and the CRS Script Editor cannot be installed on the same hardware at the same time. Conditions: These applications share registry files and will not work if installed on the same hardware. Workaround: None. CSCeg63452 Symptoms: When a message is recorded from a Cisco 7912 phone, the record beep from voice mail may not always be audible. Conditions: This issue happens intermittently when the beep is listened to on this model of IP phone only. 13

14 Related Documentation Workaround: None. CSCeg72909 If the CTRL- A key combination is pressed while the console of the Cisco Unity Express module is accessed, the card enters the kernel debugging mode. At this time, the system is not operating or taking calls. The administrator is presented with a kdb> prompt. Conditions: This condition occurs on both the NM-CUE and the AIM-CUE. Workaround: Enter the go command to return to normal operation. CSCeg74446 Symptoms: Pressing the CTRL-A key sequence in the Cisco Unity Express (CUE) installer program at any time while installing a new image will interrupt all processing and enter the kernel debugger mode. Conditions: This issue occurs while using the CUE installer program. Workaround: Type reboot. When the system starts booting, press *** and enter the boot helper command and load the software again. CSCeg85429 Symptoms: Time ranges in a script may change when they are exported to a different time zone from where the script was created. Conditions: If the script is created on a PC in the America/Los_Angeles time zone with a time range of 8:30am-5:00pm, the script remembers the time equivalent in seconds. And when the same script is executed in the Australia/Perth timezone, then the time range becomes 00:30am-9:00am. This problem will show up even when the timezone is changed on a system. Workaround: To fix your script, create the script on a PC with the time zone set to the location where the script will run. CSCeh55158 Symptoms: The AIM-CUE disk may fill up. This will result in the Cisco Unity Express module rebooting and possibly not booting at all. The behavior may be the same as documented at the following URL: Conditions: After uninterrupted operation for some period of time and many messages recorded/deleted. This defect applies to Cisco Unity Express releases and Workaround: At this time, the only preventative action is to periodically reboot the AIM-CUE module. It is not necessary to reload the entire router. Once in a state where the CUE module will not boot, the same workarounds as in can be used. The disk compact utility will free up the disk space and should restore system operation. This utility is available through the Cisco TAC. Related Documentation For a list of other Cisco Unity Express documentation, see the Cisco Unity Express (All Versions): READ ME FIRST document at the following URL: 14

15 Obtaining Documentation 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 find a listing of all new and revised Cisco technical documentation at this URL: You can access the Cisco website at this URL: You can access international Cisco websites at this URL: 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: Cisco Marketplace: Ordering Documentation You can find instructions for ordering documentation at this URL: You can order Cisco documentation in these ways: Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool: Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at or, elsewhere in North America, by calling NETS (6387). 15

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18 Obtaining Technical Assistance 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: 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: 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: 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: (Australia: ) EMEA: USA: For a complete list of Cisco TAC contacts, go to this URL: 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. 18

19 Obtaining Additional Publications and Information 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: 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: 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: 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: World-class networking training is available from Cisco. You can view current offerings at this URL: 19

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