Cisco CRS-1 - Carrier Routing System Router, CRS Release 4.1(1) Administration Manual

Cisco Customer Response Solutions
Administration Guide, Release 4.1(1)

Cisco Unified Contact Center Express, Cisco Unified IP IVR, and Cisco Unified
Queue Manager

January 2007

Americas Headquarters

Cisco Systems, Inc.
170 West Tasman Drive
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Tel: [phone]

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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Copyright © 2007 Cisco Systems, Inc. All rights reserved.

Preface xix

Audience xx
Organization xx
Related Documentation xxiii
Conventions xxiii
Obtaining Documentation xxv

Cisco.com xxv
Product Documentation DVD xxv
Ordering Documentation xxvi

CONTENTS

PART

1 Cisco Customer Response Solutions: Overview

CHAPTER

Documentation Feedback xxvi
Cisco Product Security Overview xxvi

Reporting Security Problems in Cisco Products xxvii
Product Alerts and Field Notices xxviii
Obtaining Technical Assistance xxviii

Cisco Support Website xxviii

Submitting a Service Request xxix

Definitions of Service Request Severity xxx
Obtaining Additional Publications and Information xxxi

1 Introducing Cisco Customer Response Solutions 1-1

About the Cisco Unified Communications Components 1-2
The Cisco CRS Product Family 1-3

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Contents

Unified IP IVR 1-4

Unified CCX 1-5

Unified QM 1-6
About CRS Cluster Architecture 1-6

About the CRS Active Server 1-7
About the Cisco CRS Engine 1-8
Setting Up CiscoCRS 1-10

Provisioning the Telephony and Media Subsystems 1-10

Provisioning the Cisco CRS Subsystems 1-11

Provision the Unified CCX Subsystem 1-11
Provision the Additional CRS Subsystems 1-12

Configuring Cisco CRS Applications 1-13

CHAPTER

PART

2 Cisco Customer Response Solutions: Configuration

Available Applications 1-13
Managing Scripts, Prompts, Grammars, and Documents 1-14

Configuring Cisco CRS Historical Reporting 1-14
Running and Managing Cisco CRS 1-15
Where To Go From Here? 1-16

2 Introducing the CRS Administration Web Interface 2-1

Accessing the CRS Administration Web Interface 2-2
The CRS Administration Menu Bar and Menus 2-3
CRS Configuration Web Pages 2-4

Using the Navigation Bar 2-5

Using Other Hyperlinks and Buttons 2-5

CHAPTER

3 Provisioning Telephony and Media 3-1

About CRS Telephony and Media 3-2

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Provisioning Channels to Handle Calls 3-3

Telephony and Media Resources Provisioning Checklist 3-4
Provisioning the JTAPI Subsystem 3-4

Configuring a JTAPI Provider 3-6

Provisioning JTAPI Call Control Groups 3-8

Provisioning a JTAPI Trigger 3-13

Provisioning JTAPI Triggers for Unified CCX Queuing 3-19
Updating the JTAPI Client 3-19
Provisioning the Cisco Media Subsystem 3-20
Provisioning ASR and TTS in Cisco CRS 3-22

Before You Provision ASR/TTS 3-22
Provisioning the MRCP ASR Subsystem 3-23

Contents

CHAPTER

Provisioning MRCP ASR Providers 3-23

Provisioning MRCP ASR Servers 3-24

Provisioning MRCP ASR Groups 3-26

Provisioning the MRCP TTS Subsystem 3-28

Provisioning MRCP TTS Providers 3-29

Provisioning MRCP TTS Servers 3-30

Provisioning MRCP TTS Default Genders 3-32

Configure the Default TTS Provider for the CRS System 3-33

4 Provisioning Cisco Unified CCX 4-1

About Unified CCX 4-2

Unified CCX Subsystem Provisioning Checklist 4-4

Configuring the RM JTAPI Provider 4-5

Provisioning the RM JTAPI Provider 4-5
Associating Agent Extensions with the RM JTAPI Provider 4-6

Configuring Unified CM for Unified CCX 4-7

Displaying Unified CM Cluster Nodes in Unified CCX 4-7

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Contents

Invoking Unified CM Administration 4-8
Defining Unified CM Users as Agents 4-9

Guidelines for Configuring Agent Phones 4-10

Assigning Unified CM Users as Unified CCX Agents 4-11
Creating, Modifying, and Deleting Resource Groups 4-12

Creating a Resource Group 4-12
Modifying an Existing Resource Group Name 4-13
Deleting a Resource Group 4-14

Creating, Modifying, and Deleting Skills 4-15

Creating a Skill 4-15
Modifying an Existing Skill Name 4-16
Deleting a Skill 4-16

Configuring Agents 4-17

Implications of Deleting Agents in Unified CM 4-18
Assigning a Resource Group and Skills to an Individual Agent 4-19
Assigning Resource Groups and Skills to Agents in Bulk 4-21
Removing Skills from Individual Agents 4-22
Removing Skills from Agents in Bulk 4-23

Creating, Modifying, and Deleting CSQs 4-24

Creating a CSQ 4-26
Modifying an Existing CSQ 4-31
Deleting a CSQ 4-31
Resource Pool Selection Criteria: Between Skills and Groups 4-32
Resource Skill Selection Criteria Within a CSQ 4-33

Configuring and Using Remote Monitoring 4-35

Creating a Remote Monitoring Supervisor 4-36

Assigning Resources and CSQs to a Supervisor 4-37
Configuring Agent-Based Routing 4-38
Creating, Modifying, and Deleting Teams 4-39

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Creating a Team Supervisor 4-40

Creating Teams 4-41

Modifying Agents on Teams 4-42

Deleting a Team 4-43
Unified Gateway Auto-Configuration Details 4-43

Contents

CHAPTER

CHAPTER

5 Provisioning Additional Subsystems 5-1

About Additional Subsystems 5-2
Provisioning the Unified ICME Subsystem 5-3

Configuring General Unified ICME Information 5-4

Configuring Unified ICME VRU Scripts 5-6
Provisioning the HTTP Subsystem 5-8

Configuring HTTP Triggers 5-9

Changing Port Numbers 5-10
Provisioning the Database Subsystem 5-12

Defining an ODBC Data Source 5-13

Adding a New Data Source 5-15
Provisioning the eMail Subsystem 5-16

6 Configuring Cisco Applications 6-1

About CRS Applications 6-2

Configuring Cisco Script Applications 6-3

Configuring the Busy Application 6-6

Configuring the Ring-No-Answ er Ap plication 6-8

Configuring the Unified ICME Post-Routing Application 6-10

Configuring the Unified ICME Translation-Routing Application 6-13

Configuring the Remote Monitoring Application 6-15
Adding Application Trigge rs 6-17

Adding a JTAPI Trigger 6-18

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Contents

Adding JTAPI Triggers from an Application Web Page 6-19
Adding JTAPI Triggers from the JTAPI Subsystem 6-19

Adding an HTTP Trigger 6-20

Adding HTTP Triggers from an Application Web Page 6-21
Adding HTTP Triggers from the HTTP Subsystem 6-22

Managing Scripts 6-24

Uploading New Scripts 6-25

Viewing or Downloading a Script File 6-27

Refreshing Scripts 6-29

Individual Script Refresh 6-29

Bulk Script Refresh 6-30
Renaming a Script or Folder 6-32
Deleting a Script or Folder 6-33

CHAPTER

Sample Scripts 6-34

7 Managing Prompts, Grammars, Documents, and Custom Files 7-1

Managing Prompt Files 7-2
Managing Grammar Files 7-3
Managing Document Files 7-4
Managing Document Files 7-6
Managing Languages 7-7

Creating a New Language 7-8
Renaming a Language 7-9
Deleting a Language 7-9
Upload Zip files to a Language Folder 7-10
Unzipping a Document File After Uploading 7-11

Recording and Uploading Prompt Files 7-11

Recording a Prompt 7-13
Add Spoken Name Prompts 7-15

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Managing Custom Files 7-15

Specify Custom Classpath Entries 7-16
Specify the Custom Steps Startup Order 7-17
Specify the Custom Subsystems Start Up Order 7-18

Managing AAR Files 7-18

Creating AAR Files 7-21
Uploading AAR Files 7-21
The META-INF Directory 7-21
The Prompts, Grammars, Documents, and Scripts Directories 7-22

The Prompts Directory 7-22

The Grammars Directory 7-22

The Documents Directory 7-23

The Scripts Directory 7-23

Contents

CHAPTER

AAR Manifest 7-23
Attribute Types 7-25

Main Attributes 7-25

Per-Entry Attributes 7-27

The META-INF Directory Attributes 7-28

8 Managing the Cisco CRS System 8-1

Control Center Terminology 8-2
About Control Center Management 8-3
High Availability and Automatic Failover 8-6

Network Partitions 8-7

Managing the Control Center 8-7

Adding Licenses and Activating Components 8-10

Adding a License 8-10
Activating a Component 8-11
Removing a Server 8-12

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Contents

Disabling a Server 8-13
Starting, Stopping, and Restarting CiscoCRS Services 8-14
Reelect Master 8-15
Server Traces 8-16
Server Details 8-17

Managing the Cisco CRS Engine 8-18

Monitoring Service Status 8-18
Controlling the Auto Refresh Interval 8-19

Managing CRS LDAP Server Information 8-20

Adding LDAP Server Information 8-21
Additional DCD Information 8-25
Additional AD Information 8-26
Additional ND Information 8-26
Migrating LDAP Information 8-26

Requirements to Migrate LDAP Information 8-27

Additional References 8-28

Migrating to a Different LDAP Directory 8-29

Managing System Parameters 8-32
Exiting the CRS Administration 8-37
Tracing Configuration 8-37

CRS Log Collection Tool 8-38

Cisco CRS Utilities 8-38

CRS Admin Utility 8-39

Logging on to the Cisco CRS Admin Utility 8-40

Changing the CRSAdministrator Password 8-40

Synchronizing the CRS Administrator Password 8-41

Changing the Unified CM Service Password 8-42

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Synchronizing the Cisco Historical Reports User password 8-43

Refreshing Account Sync Status 8-43

LogLevel Entry in Registry 8-44
CRS Serviceability Utility 8-44

Launching the Cisco CRS Serviceability Utility 8-45

Synchronizing LDAP Bootstrap Information 8-46

Updating Property File information 8-46

Updating CRS IP Address Information 8-47

Updating Unified CM IP Address Information 8-48

Examples: Updating Cisco CRS IP Address information 8-49

Updating the LDAP password 8-53

Contents

CHAPTER

CHAPTER

9 Managing the Cisco CRS Datastores 9-1

About the CRS Datastore 9-1

Inactive Retention Period 9-3

The CRS Datastore Control Center 9-4

Datastore Control Center 9-5

The Publisher Activation Page 9-7
Changing Publisher to Subscriber 9-8
Configuring Trace Settings 9-8

Trace Settings and Unified CM Performance 9-10

Starting, Stopping, and Restarting Datastores 9-10
Configuring Alarm Settings 9-11

10 Managing Cisco CRS Historical Reporting 10-1

About the CRS Historical Datastore 10-2
Historical Reporting Configuration 10-2

Configuring Database Server Limits 10-3
Specifying Users for Historical Reporting 10-4

Purging Historical Data 10-5

Configuring Automatic Purging 10-6

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Contents

Setting the Daily Purge Schedule 10-7

Configuring Purge Schedule Configuration Parameters 10-8
Purging Manually 10-10

Truncating Database Transaction Log Files 10-11
Importing Historical Data from Data Files 10-12

CHAPTER

11 Reporting on Real-Time CRS Data 11-1

Available CRS Real-time Reports 11-2
Opening Real-time Reporting 11-3
Running Reports 11-4
Viewing Detailed Subreports 11-4
Printing Reports 11-5
Resetting Report Statistics 11-5
Setting Report Options 11-6
Setting Report Appearance 11-7
The Application Reporting User Interface 11-7

The Report Menu 11-8

The Contacts Summary Menu Option 11-8

The Application Tasks Summary Menu Option 11-10

The Application Tasks Menu Option 11-12

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The Engine Tasks Menu Option 11-12

The Contacts Menu Option 11-13

The Applications Menu Option 11-17

The Sessions Menu Option 11-18

The Data Source Usage Menu Option 11-19

The Overall Unified Contact Center Express Stats Menu Option 11-19

The CSQ Unified Contact Center Express Stats Menu Option 11-21

The Resource Unified Contact Center Express Stats Menu Option 11-23

Failover Behavior for Unified Contact Center Express Stats 11-23

The Tools Menu 11-24

The Reset All Stats Menu Option 11-24

The Refresh Connections Menu Option 11-24
The Views Menu 11-25

Application Tasks 11-25

Contacts 11-26

Applications 11-26

Sessions 11-27
The Settings Menu 11-27

The Options Menu Option 11-28

Contents

CHAPTER

PART

3 Cisco Customer Response Solutions: Reference

12 Using the Cisco CRS Supervisor and Cisco CRS User Options Plug-Ins 12-1

Using the CRS Supervisor Web Interface 12-2

Accessing the Cisco CRS Supervision Web page 12-2
Monitoring Agents 12-2
Monitoring CSQs 12-3
Viewing CSQ IDs for Remote Monitoring 12-3
Installing Client-Side Historical Reporting 12-4

Using the CRS User Options Web Interface 12-4

Accessing the Cisco CRS User Options Web page 12-4
Downloading Unified CCX Agent Desktop 12-5
Adding Alternative Pronunciations 12-5
Accessing the Unified CM User Options page 12-6

CHAPTER

13 The System Menu 13-1

The LDAP Information Menu Option 13-2
The Control Center Menu Option 13-3

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Contents

Control Center/Servers 13-3
Servers/Display Licenses 13-4
Servers/Add License(s) 13-4
Control Center/Features 13-4
Control Center/Features/Component Activation 13-4

The Datastore Control Center Menu Option 13-5
The System Parameters Menu Option 13-5
The Custom File Configuration Menu Option 13-6

Custom Classes/Steps/Subsystems Configuration 13-6
List of Custom Steps/Subsystems Start Up Order 13-7

The Alarm Configuration Menu Option 13-8
The Tracing Menu Option 13-9

CHAPTER

CHAPTER

Trace File Configuration 13-10
Trace Configuration 13-10
Agent/Historical/Repository Trace Configuration 13-10

The Logout Menu Option 13-11

14 The Applications Menu 14-1

The Application Management Menu Option 14-2
The Script Management Menu Option 14-3
Prompt Management 14-4
Grammar Management 14-5
Document Management 14-7
AAR Management 14-8

15 The Subsystems Menu 15-1

The JTAPI Menu Option 15-2

JTAPI Provider Configuration 15-3

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JTAPI Provider Migration 15-3
JTAPI Call Control Group Configuration 15-4

Adding a New JTAPI Call Control Group 15-4
JTAPI Triggers Configuration 15-5

Adding a JTAPI Trigger 15-5
Resynchronizing JTAPI Information 15-5

The RmCm Menu Option 15-6

Skills Configuration 15-7

Adding a New Skill 15-8
Resources Configuration 15-8

Modifying a Resource 15-9
Resource Group Configuration 15-9

Adding a New Resource Group 15-9

Contents

CSQ Configuration 15-10

Adding a CSQ 15-10
RM JTAPI Provider Configuration 15-11
Assign Skills Configuration 15-11

Adding Skills 15-12

Removing Skills 15-12
Remote Monitor Configuration 15-12

Assigning Resources and CSQs to a Remote Supervisor 15-13
Agent Based Routing Settings Configuration 15-13
Teams Configuration 15-13

The Add a New Team Hyperlink 15-14

The Unified ICME Menu Option 15-14

Unified ICME Configuration 15-15
Adding an Unified ICME VRU Script 15-15

Add a New Unified ICME VRU Script 15-16

The Database Menu Option 15-16

Database Subsystem Configuration 15-16

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Contents

Adding a New Data Source 15-17

The HTTP Menu Option 15-17

HTTP Configuration 15-17
Add a New HTTP Trigger 15-18

The eMail Menu Option 15-18

eMail Configuration 15-18

The Cisco Media Menu Option 15-19

Add a New CMT Dialog Control Group Hyperlink 15-19

The MRCP ASR Menu Option 15-19

MRCP ASR Provider Configuration 15-20

Add a New MRCP ASR Provider 15-21
MRCP ASR Server Configuration 15-21

CHAPTER

Add a New MRCP ASR Server 15-21
MRCP ASR Dialog Group Configuration 15-22

Add a New MRCP ASR Dialog Control Group 15-22

The MRCP TTS Menu Option 15-22

MRCP TTS Provider Configuration 15-23

Add a New MRCP TTS Provider 15-23
MRCP TTS Server Configuration 15-24

Add a New MRCP TTS Server 15-24

16 The Tools Menu 16-1

The Alarm Definition Menu Option 16-2
The Plug-ins Menu Option 16-2
The Real-time Reporting Menu Option 16-3
The Real-time Snapshot Config Menu Option 16-3
The Historical Reporting Menu Option 16-6

The Database Server Configuration Hyperlink 16-7
The User Configuration Hyperlink 16-7

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The Purge Schedule Hyperlink 16-8
The Purge Schedule Configuration Hyperlink 16-8
The Purge Now Hyperlink 16-9

The User Management Menu Option 16-9

The User Management Menu Option 16-9
The Unified CM LDAP Configuration 16-10
The Name Grammar Generation Configuration 16-10
The Spoken Name Upload Menu Option 16-12

The Troubleshooting Tips Menu Option 16-12

Contents

CHAPTER

APPENDIX

I

NDEX

17 The Help Menu 17-1

The Contents and Index Option 17-2
The For This Page Menu Option 17-3
The CRS Documenation Link Option 17-3
The About Menu Option 17-3

A Cisco CRS Licensing Packages A-1

Application Availability by License Package A-2
Trigger Availability by License Package A-2
Subsystem Availability by License Package A-2
Historical Report Availability by License Package A-4
CRS Services Availability by License Package A-4
CRS Component Availability by License Package A-6

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Contents

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Preface

The Cisco Customer Response Solutions Administration Guide provides
instructions for using the Cisco Customer Response Solutions (CRS)
Administration web interface to provision the subsystems of the Cisco CRS
package and to configure Cisco CRS applications.

This guide shows you how to implement three systems that integrate with the
Cisco CRS Platform:

• Unified Contact Center Express (Unified CCX)

• Unified IP Interactive Voice Response (Unified IP IVR)

• Unified Queue Manager (Unified QM)

This guide also includes a reference section that describes all the menus and menu
options of the CRS Administration web interface.

This guide will help you to:

• Perform initial configuration tasks.

• Administer applications, the CRS Engine, and other components of the Cisco

Unified Communications framework.

• Familiarize yourself with the menus and menu options of the CRS

Administration web interface.

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Audience

Audience

The Cisco Customer Response Solutions Administrator Guide is written for
business analysts and application designers who have the domain-specific
knowledge required to create multimedia and telephony customer response
applications. Experience or training with Java is not required but is useful for
making best use of the capabilities of the Cisco Unified Communications
framework.

Organization

This guide is divided into three parts.

• Part 1, “Cisco CR S: Overview”, provides an overview of the Cisco CRS

Preface

components and CRS Administration web interface.

• Part 2, “Cisco CRS: Configuration,” describes the tasks necessary for

configuring Cisco CRS.

• Part 3, “Cisco CR S: Reference,” describe s the menu options of the and the

available real-time reports.

Part 1 contains the following chapters:

Chapter Title Description

Chapter 1 Introducing Cisco

Customer Response
Solutions

Chapter 2 Introducing the CRS

Administration Web
Interface

Describes key features of the
Cisco CRS system. Provides an
overview of the configuration tasks
necessary to configure and
administer Cisco CRS.

Provi d es a n over v i ew o f t h e
CRS Administration web interface.

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Preface

Organization

Part 2 contains the following chapters:

Chapter Title Description

Chapter 3 Managing the Cisco CRS

System

Chapter 4 Managing the Cisco CRS

Datastores

Chapter 5 Provisioning Telephony

and Media

Chapter 6 Provisioning Cisco

Unified CCX

Describes how to configure, control,
and monitor CRS component
activities and information in a
CRS Cluster.

Describes how to manage and
monitor agent, historical, repository,
and configuration data n a
CRS Cluster.

Introduces the CRS telephony and
media subsystems and describes how
to provision the JTAPI (Java
T elephony Application Programming
Interface), CMT (Cisco Media
Termination), .MRCP ASR
(Automated Speech Recognition),
and MRCP TTS (Text-To -Speech)
subsystems.

Describes how to provision Cisco
Unified CallManager (Unified CM)
and the Unified CCX subsy stem.

Chapter 7 Provisioning Additional

Chapter 8 Configuring Cisco

Chapter 9 Managing Prompts,

Describes how to provision the Cisco

Subsystems

Intelligent Contact Management
Enterprise (Unified ICME), HTTP,
Database, and eMail subsystems.

Describes how to configure

Applications

Cisco Busy applications,
Cisco Ring-No-Answer applications,
Cisco ICME post-routing and
translation-routing applications and
how to manage script files.

Describes how to manage prompt,

Grammars, Documents,

grammar, and document files.

and Custom Files

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Organization

Preface

Chapter Title Description

Chapter 10 Managing Cisco CRS

Historical Reporting

Describes how to configure the
database server, schedule data
synchronization, configur e historical
report users, and set up automatic and
manual purging of the Cisco CRS
historical reports databases.

Chapter 11 Reporting on Real-Time

CRS Data

Describes how to run real-time
reports on CRS data. Provides
directions for launching sub-reports,
printing reports, refreshing reports,
and setting report options.

Part 3 contains the following chapters:

Chapter Title Description

Chapter 12 The System Menu Describes the options under t he

System menu of the
CRS Administration menu bar.

xxii

Chapter 13 The Applications Menu Describes the options under th e

Applications menu of the
CRS Administration menu bar.

Chapter 14 The Subsystems Menu Describes the options under t he

Subsystems menu of the
CRS Administration menu bar.

Chapter 15 The Tools Menu Describes the options under the T ools

menu of the CRS Administration
menu bar.

Chapter 16 The Help Menu Describes the options under the Help

menu of the CRS Administration
menu bar.

Appendix A Cisco CRS Licensing

Packages

Describes the features that are
available with each Cisco CRS
license package.

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)

Preface

Related Documentation

Refer to the following docum ents for furthe r infor mation about Cis co CRS
applications and products:

• Cisco Customer Response Solutions Installation Guide

• Cisco Customer Response Solutions Servicing and Troubleshooting Guide

• Cisco Customer Response Solutions Historical Reports User Guide

• Cisco CRS Scripting and Development Series: Volume 1 , Getting Started with

Scripts

• Cisco CRS Scripting and Development Series: Volume 2, Editor Step

Reference

• Cisco CRS Scripting and Development Series: Volume 3, Expression

Language Reference

Related Documentation

These documents are available on Cisco.com at

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_sup po
rt_series_home.html. The CRS Administration GUI also provides a direct link to

this web site. See “The CRS Documenation Link Option” section on page 17-3.

Conventions

This manual uses the following conventions:

• Cisco Unified Contact Center Gateway Express Deployment Guide

• Cisco CallManager Administration Guide

• Cisco CallManager System Guide

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Conventions

Preface

Convention Description

boldface font Boldface font is used to indicate commands, such as user

entries, keys, buttons, and folder and submenu names. For
example:

• Choose Edit > Find.

• Click Finish.

italic font Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a

collection of agents who share similar skills.

• For emphasis. Example:

Do not use the numerical naming convention.

• A syntax value that the user must replace. Example:

IF (condition, true-value, false-value)

• A book title. Example:

See the Cisco CRS Installation Guide.

window font Window font, such as Courier, is used for the following:

• Text as it appears in code or that the window displays.

Example:

<html><title>Cisco Systems,Inc.
</title></html>

< > Angle brackets are used to indicate the following:

• For arguments where the context does not allow italic,

such as ASCII output.

• A character string that the user enters but that does not

appear on the window such as a password.

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Preface

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. This
section explains the product documentation resources that Cisco offers.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

Obtaining Documentation

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

Product Documentation DVD

The Product Documentation D VD is a library of technical product documentation
on a portable medium. The DVD enables you to access installation, configuration,
and command guides for Cisco hardware and software products. With the DVD,
you have access to the HTML documentation and some of the PDF files found on
the Cisco website at this URL:

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

The Product Documentation DVD is created and released regularly. DVDs are
available singly or by subscription. Registered Cisco.com users can order a
Product Documentation DVD (product number DOC-DOCDVD= or
DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation
Store at this URL:

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

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Documentation Feedback

Ordering Documentation

You must be a registered Cisco.com user to access Cisco Marketplace. Registered
users may order Cisco documentation at the Product Documentation Store at this
URL:

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

If you do not have a user ID or password, you can register at this URL:

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

Documentation Feedback

You can provide feedback about Cisco technical documentation on the
Cisco Support site area by entering your commen ts in the feedback form av ailable
in every online document.

Preface

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.ht
ml

From this site, you will find information about how to do the following:

• 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, security notices, and security responses for
Cisco products is available at this URL:

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

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Preface

To see security advisories, security notices, and s ecurity responses as they are
updated in real time, you can subscribe t o the Product Security In cident Response
Team Really Simple Syndication (PSIRT RSS) feed. Information about how to
subscribe to the PSIRT RSS feed is found at this URL:

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

Reporting Security Problems in Cisco Products

Cisco is committed to delive ring secur e prod ucts. We test our products internally
before we release them, and we strive to correct all vulnerabilities quickly. If you
think that you have identified a vulnerability in a Cisco product, contact PSIRT:

• For emergencies only —[e-mail]

An emergency is either a condition in which a system is under active attack
or a condition for which a severe and urgent security vulnerability should be
reported. All other conditions are considered nonemergencies.

Cisco Product Security Overview

• For nonemergencies—[e-mail]

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

• 1 877 228-7302

• 1 408 525-6532

Tip We encourage you to use Pretty Good Privac y (PGP) or a compatible product (for

example, GnuPG) to encrypt any sensitive information that you send to Cisco.
PSIR T can work with information that has been encrypted with PGP versions 2.x
through 9.x.

Never use a revoked encryption key or an expired encryption key. The correct
public key to use in your correspondence with PSIRT is the one linked in the
Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.ht
ml

The link on this page has the current PGP key ID in use.

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Product Alerts and Field Notices

If you do not have or use PGP, contact PSIRT to find other means of encrypting
the data before sending any sensitive material.

Product Alerts and Field Notices

Modifications to or up dates about Cisco product s are announced in Cisco Product
Alerts and Cisco Field Notices. You can receive these announcements by using
the Product Alert Tool on Cisco.com. This tool enables you to create a pr ofile an d
choose those products for which you want to receive information.

To access the Product Alert Tool, you must be a registered Cisco.com user.
Registered users can access the tool at this URL:

http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en

Preface

To register as a Cisco.com user, go to this URL:

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

Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical
assistance. The Cisco Support website on Cisco.com features extensive online
support resources. In addition, if you have a valid Cisco service contract,
Cisco T echnical Assistance Center (TAC) engineer s provide telephone su pport. If
you do not have a valid Cisco service contract, contact your reseller.

Cisco Support Website

The Cisco 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 at this URL:

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

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Preface

Obtaining Technical Assistance

Access to all tools on the Cisco 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 Before you submit a request for service on line or by phone, use the Cisco Product

Identification Tool to locate your product serial number . You can access this too l

from the Cisco Support website by clicking the Get Tools & Resources link,
clicking the All T ools (A-Z) tab, and then ch oosing Cisco Product Identification
Tool from the alphabetical list. This 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.

Tip Displaying and Searching on Cisco.com

If you suspect that the browser is not refreshing a web page, force the browser to
update the web page by holding down the Ctrl key while pressing F5.

To find technical information, narrow your search to look in technical
documentation, not the entire Cisco.com website. After using the Search box on
the Cisco.com home page, click the Advanced Search link next to the Search box
on the resulting page and then click the Technical Support & Documentation
radio button.

To provide feedback about the Cisco.com website or a particular technical
document, click Contacts & Feedback at the top of any Cisco.com web page.

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

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Obtaining Technical Assistance

solutions. If your issue is not resolved using the recommended resources, your
service request is assigned to a Cisco 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 w hich your
production network is down or severely degraded.) Cisco 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: [phone]

Australia: 1 800 805 227
EMEA: [phone]
USA: 1 800 553 2447

Preface

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)—An existing 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 operations 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)—Op erational performance o f the network is i mpaired while most
business operations remain functional. You and Cisco will commit reso urces
during normal business hours to restore servi ce to satisfactor y 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.

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