Cisco Support Tools User Manual

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Cisco Support Tools

User Guide

Release 1.0(1)

May 2004

Updated January 2006

Cisco Support Tools 1.0(1).

About Cisco Support Tools Documentation............................................... 6

PART 1: SUPPORT TOOLS OVERVIEW.........................................................9

About Cisco Support Tools 1.0(1) ..........................................................10

About Support Tools Components..........................................................12

About Support Tools Network Topology ..................................................14

About Support Tools Utilities.................................................................16

About the Support Tools Dashboard.......................................................24

About Support Tools Security................................................................26

About Support Tools Platforms..............................................................27

Frequently Asked Questions About Support Tools.....................................29

PART 2: INSTALLING AND CONFIGURING SUPPORT TOOLS.....................31

Section I. Installing Support Tools.......................................................32

About Installing Support Tools ..............................................................33

How to Collect Information for a Support Tools Installation .......................37

How to Create Support Tools User Groups ..............................................39

How to Create the Distinguished User Account.........................................41

About Support Tools Server Hardware and Software Prerequisites..............43

How to Install the Support Tools Server..................................................45

About Support Tools Node Hardware and Software Prerequisites................48

How to Install the Support Tools Node....................................................49

How to Enable Ports for Support Tools....................................................51

How to Test the Support Tools Installation..............................................53

Section II. Configuring Support Tools..................................................55

About Configuring Support Tools ...........................................................56

How to Modify Support Tools Basic Configuration.....................................57

How to Disable Continuous Virus Scan for the Repository..........................60

How to Configure the Dashboard Login for SSL........................................61

How to Modify the Process Information List.............................................63

How to Configure SQL for Use with the System Interrogate Tool ................66

Section III. Uninstalling/Reinstalling Support Tools ...........................67

How to Uninstall Support Tools..............................................................68

How to Re-Install Support Tools ............................................................70

PART 3: USING THE SUPPORT TOOLS DASHBOARD..................................72

About Using the Dashboard for the First Time..........................................73

How to Access the Support Tools Dashboard...........................................75

Cisco Support Tools 1.0 User Guide Table of Contents 2

How to Use the Select System Screen....................................................76

How to Use the System Management Screen...........................................78

How to End a Dashboard Session...........................................................80

About Dashboard Troubleshooting .........................................................81

PART 4: USING SUPPORT TOOLS UTILITIES ............................................84

Section I. Using Cisco Web Utilities .....................................................85

About Cisco Web Utilities......................................................................86

Section II. Using Cisco Web Utilities from the Dashboard....................87

How to Use the System Interrogate Screen.............................................88

How to Use the Registry Screen ............................................................92

How to Use the Files Screen..................................................................94

How to Use the Compare Registries Screen.............................................96

How to Use the Processes Screen ........................................................101

How to Use the Services Screen ..........................................................103

How to Use the Log Collector ..............................................................106

How to Use the Create Log Group Screen .............................................109

How to Use the Log Groups Screen......................................................111

How to Use the Create Log Collection Screen.........................................114

How to Use the Log Collections Screen.................................................116

Section III. Using Cisco Web Utilities from a Command Line .............118

About Using Cisco Web Utilities from a Command Line............................119

How to Use the Services Utility from a Command Line............................123

How to Use the Processes Utility from a Command Line..........................127

How to Use the System Interrogate Utility from a Command Line.............131

How to Use the Registry Utility from a Command Line ............................134

How to Use the Compare Registries Utility from a Command Line.............138

How to Use the Log Groups Utility from a Command Line........................143

How to Use the Log Collection Utility from a Command Line ....................147

Section IV. Using Cisco Common Utilities...........................................152

About Cisco Common Utilities..............................................................153

How to Use the CICMan Utility ............................................................158

How to Use the CTITest Utility.............................................................160

How to Use the DBDiff Utility ..............................................................165

How to Use the DumpCfg Utility ..........................................................167

How to Use the ICMDBA Utility............................................................169

How to Use the MPTrace Utility............................................................170

How to Use the NICROI Utility.............................................................172

How to Use the NMStart Utility............................................................177

How to Use the NMStop Utility ............................................................179

Cisco Support Tools 1.0 User Guide Table of Contents 3

How to Use the OPCTest Utility............................................................181

How to Use the Procmon Utility ...........................................................186

How to Use the RTRTrace Utility..........................................................191

How to Use the RTTest Utility..............................................................192

How to Use the SS7NICTrace Utility.....................................................201

How to Use the VRUTrace Utility.......................................................... 202

Section V. Using Common Utilities .....................................................204

About Common Utilities...................................................................... 205

How to Use the Arp -a Utility...............................................................209

How to Use the CAT Utility..................................................................210

How to Use the CHMOD Utility.............................................................212

How to Use the CP Utility....................................................................214

How to Use the DF Utility ...................................................................216

How to Use the Diff Utility ..................................................................218

How to Use the DU Utility................................................................... 221

How to Use the FGrep Utility...............................................................223

How to Use the Findstr Utility..............................................................225

How to Use the Grep Utility ................................................................228

How to Use the Head Utility................................................................231

How to Use the IPConfig -all Utility ......................................................233

How to Use the ISQL/W Utility ............................................................235

How to Use the LS Utility....................................................................236

How to Use the MV Utility...................................................................239

How to Use the NBTStat Utility............................................................241

How to Use the Net Session Utility.......................................................243

How to Use the Net Statistics Server Utility...........................................244

How to Use the Net Statistics Workstation Utility ...................................246

How to Use the NetStat Utility.............................................................248

How to Use the NSLookup Utility .........................................................250

How to Use the PathPing Utility ........................................................... 251

How to Use the Ping Utility .................................................................253

How to Use the PStat Utility................................................................255

How to Use the RM Utility...................................................................257

How to Use the Route -print Utility ......................................................259

How to Use the Shutdown Tool Utility...................................................261

How to Use the SQLEW Utility.............................................................262

How to Use the Stopshut Utility...........................................................263

How to Use the Strings Utility .............................................................264

How to Use the Tail Utility ..................................................................266

How to Use the Touch Utility...............................................................268

How to Use the Tracert Utility .............................................................270

How to Use the WC Utility ..................................................................271

Cisco Support Tools 1.0 User Guide Table of Contents 4

How to Use the Which Utility...............................................................273

How to Use the WinMSD Utility............................................................275

PART 5: REFERENCE...............................................................................276

How to Stop and Start the Support Tools Dashboard/Tomcat ................... 277

How to Stop and Start the Support Tools Server....................................278

How Stop and Start the Node Agent Service..........................................279

How to Confirm the Support Tools Build Number....................................280

Cisco Support for Support Tools ..........................................................281

Index ..............................................................................................285

Cisco Support Tools 1.0 User Guide Table of Contents 5

About Cisco Support Tools Documentation

Welcome to the User Guide for Cisco Support Tools, version 1.0(1). This guide contains:

• An overview of Support Tools

• Installation and configuration instructions

• Instructions for using the Support Tools Dashboard

• Instructions for using Support Tools utilities from the Su pport Tools Dashboard

• Instructions for using Support Tools utilities from a command-line

Audience

This guide is intended for all Support Tools users, including individuals who deploy, install, administer, and use the product. It assumes that readers are familiar with:

• For Support Tools installation specialists: The platforms and operating systems on which Cisco ICM (Enterprise, Hosted, and IPCC) runs; basic Web server and firewall configuration.

• For Support Tools users: Cisco ICM and ICM components; the platforms and operating systems on which ICM runs.

Cisco Support Tools 1.0 User Guide About Cisco Support Tools Documentation 6

The Support Tools Documentation Set

The following documentation is available for the Support Tools 1.0(1):

Document: Primary Audience: Description:

Support Tools User Guide

Support Tools Release Notes

All Support Tools users Provides information on:

y Support Tools features and deployment; y How to install and configure Support Tools; y How to use the Support Tools Dashboard; y How to use Support Tools utilities from the

Support Tools Dashboard;

y How to use Support Tools utilities from a

command line;

The Support Tools User Guide also provides contextsensitive Help for screens in the Support Tools Dashboard.

Available formats: HTML and PDF

All Support Tools users The Support Tools Release Notes contain up-to-date

information on known issues and workarounds and any special instructions not covered in this guide.

Available formats: PDF

To Access Support Tools Documentation

After installation, to access the Support Tools User Guide:

• On the Support Tools CD, open getstart.htm at the top level of the CD.

• After installation, from the Support Tools Dashboard, click the Help icon.

• After installation, on the Support Tools Server, open index.htm (for HTML) or

icm_10_st_userguide.pdf (for PDF) in <icm_root_directory>\support_tools\documentation.

• On a Support Tools Node, open index.htm (for HTML) or icm_10_st_userguide.pdf (for PDF) from <icm_root_directory>\support_tools\documentation.

Note: The Support Tools Release Notes are not installed with the product. They are only available on the Support Tools CD.

Support Tools documentation is also available for download from the techn ical publication section of Cisco's Web site at: www.cisco.com.

Cisco Support Tools 1.0 User Guide About Cisco Support Tools Documentation 7

Support Tools Document Conventions

Support Tools documentation uses the following conventions:

Note Indicates information of particular interest or significance.

Caution Indicates the possibility of an adverse condition, such as poor or improper

performance, data loss, or a security risk.

Courier

font

Indicates a file or path name, user entry, or a code snippet.

<> Indicates a variable. For example: <servername> represents a server's

host name. When prefaced by "Press," a bracketed term represents a keystroke. For example, "Press <Enter>" means to press the Enter

Cisco Support Tools 1.0 User Guide About Cisco Support Tools Documentation 8

Part 1: Support Tools Overview

Cisco Support Tools 1.0 User Guide About Cisco Support Tools Documentation 9

About Cisco Support Tools 1.0(1)

Cisco Support Tools 1.0(1) is a suite of over fifty utilities th at allow you to manage and troubleshoot the ICM servers which process call load, routing, and reporting. Through Support Tools, you can troubleshoot configuration and performance problems on these systems from a single machine in your network--the Support Tools Server.

Access to utilities in the Support Tools suite is through a browser-based interface-the Support Tools Dashboard--installed on the Support Tools Server. Levels of security control both access to the Dashboard and the ability to use specific tools once logged in. In low bandwidth conditions (for example, via dialup access) or when Web browsing is otherwise impractical, most Support Tools utilities can also be accessed and run via command line.

Key Features

The Support Tools suite includes the full set of standard diagnostic tools delivered with earlier ICM versions. It also provides key new functionality including:

• The ability to interrogate individual Support Tools nodes for their hardware/OS, Cisco component, and third party product information.

• The ability to view, stop, and start services running on Support Tools nodes.

• The ability to view and terminate processes running on Support Tools nodes.

• The ability to compare and synchronize registry settings from different Support

Tools nodes.

• The ability to pull logs from most Support Tools nodes including ICM call routers, loggers, peripheral gateways (PGs), admin workstations (AWs), CTI Object Server (CTIOS), Cisco Collaboration Server (CCS), Cisco Email Manager (CEM), Cisco Media Blender (CMB), as well as Cisco CallManager.

• The ability to create enhanced time-synchronized merged logs across servers.

See Also

For related information, see:

About Support Tools Components About Support Tools Network Topology About Support Tools Platforms About Support Tools Security

Cisco Support Tools 1.0 User Guide About Cisco Support Tools 1.0(1) 10

About the Support Tools Dashboard About the Support Tools Utilities Frequently Asked Questions

Cisco Support Tools 1.0 User Guide About Cisco Support Tools 1.0(1) 11

About Support Tools Components

Support Tools uses a client/server architecture to support remote ICM systems. The architecture is comprised of the Support Tools Server and the Support Tools Node. The server and node connect using TCP/IP and can exchange large volumes of messages with only a minimal impact to ICM system performance.

The Support Tools Server

The Support Tools Server is installed on a system that has little or no performance load, such as a standalone network server or a client ICM Admin Workstation (AW). To ensure redundancy, the Support Tools Server can be inst alled to multiple systems.

Major components of the Support Tools Server include:

• The Support Tools Dashboard, a browser-based interface that allows access to all Support Tools utilities.

• Cisco Web utilities-- a set of system management tools specifically designed for use with Support Tools.

• The Support Tools Repository, the central storage location for files (for example, logs, registries, etc.) gathered and saved through Support Tools. These files can be downloaded, viewed, and used for system comparison or restoration. Note that multiple installations of the Support Tools Server do not share a common repository--each will maintain its own instance.

The Support Tools Node

The Support Tools Node serves as the client to the Support Tools Server. It is installed to each ICM node to be managed through Support Tools.

Major components of the Support Tools Node include:

• The Node Agent Service, used to accept connections from the Support Tools Server.

• Command-line versions of Cisco Web utilities, allowin g these tools to be run from a node when access to the Support Tools Server is unavailable or otherwise impractical (for example, during a network outage).

• A local Repository used to store saved and downloaded files when Support Tools utilities are run directly from a node (via a command line) outside of the Dashboard interface.

Cisco Support Tools 1.0 User Guide About Support Tools Components 12

Note: The Support Tools Server installation automatically installs the Node Agent Service to the Support Tools Server, ensuring that this machine can also be managed through Support Tools.

See Also

For related information, see:

About Support Tools 1.0(1) About Support Tools Network Topology About the Support Tools Dashboard About the Support Tools Utilities Frequently Asked Questions

Cisco Support Tools 1.0 User Guide About Support Tools Components 13

About Support Tools Network Topology

The Support Tools Server is installed to a standalone server or a client ICM Admin Workstation in your network. To ensure redundancy, the Support Tools Server can be installed to multiple systems. Note however, these multiple installations do not have the ability to share data with one another.

The Support Tools Server can communicate with Support Tools nodes through a firewall provided the appropriate ports on the firewall has been enabled.

User access to Support Tools is limited to your network. Remote users wishing to use the Support Tools Dashboard must first connect to the network--remote access via the Internet is not supported.

The following diagram illustrates a Support Tools deployment in a simplified ICM network.

See Also

For related information, see:

Cisco Support Tools 1.0 User Guide About Support Tools Network Topology 14

About Support Tools Components About Support Tools Platforms About Support Tools Security How to Enable Ports for Support Tools

Cisco Support Tools 1.0 User Guide About Support Tools Network Topology 15

About Support Tools Utilities

Support Tools includes over fifty utilities to monitor, administer, and configure ICM systems on which the Support Tools Node is installed. Utilities are grouped into these categories:

• Cisco Web utilities: Four new Cisco utilities created for distribution with Support Tools 1.0(1).

• Cisco Common utilities: Pre-existing Cisco utilit ies which in most cases will already exist on ICM nodes as part of a standard ICM installation.

• Common utilities: Bundled third-party Windows, DOS, and Unix utilities. Windows and DOS utilities will already exist on ICM nodes as part of a standard Windows installation. Unix utilities are install ed as part of the Support Tools node installation.

Utility Installation Locations

Support Tools utilities exist and can be run from individual ICM nodes (note that the Support Tools Server is itself treated as a Support Tools node). When you run one of these utilities through the Support Tools Dashboard, you are actually running the utility remotely from the currently selected node.

Not every utility is installed on every node. For the most part, Cisco Common Tools are installed on core ICM components only: AWs, PGs, Call Routers, and Loggers. For example, CICMan is only present on NAM Call Routers. See the table in the next section for more information.

If you attempt to launch a utility that is not present on the curren t syst em, the Support Tools Dashboard returns a message stating that the command is not recognized.

Non-Dashboard Utilities

Certain ICM and third-party utilities are only available for use through their own GUI; they have no command line access. This also precludes the ability to launch an d run these utilities from the Support Tools Dashboard. Note th at while these utilities are listed on the Dashboard menu, they cannot in fact be run from there.

These utilities include:

• icmdba

• isql/w

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 16

• rtrtrace

• sqlew

• ss7nictrace

• winmsd

Privileged Utilities

Some utilities, when accessed through the Support Tools Dash board, can only be used by members of the Support Tools privileged user group. If you are not a member of the privileged user group, these utilities will not appear on the Support Tools Dashboard menu. These utilities include:

• ctitest

• icmdba

• nicroi

• nmstart

• nmstop

• procmon

• registry compare and repair

• rttest

• shutdown

• upcctest

• Processes and services

Note that these privilege levels only apply to utilities when accessed through the Dashboard; they do not preclude users from running any utility th rough an independent command line on a node.

Command-Line vs GUI Access

For users who prefer command-lines to GUIs, note that in addition to access via the Support Tools Dashboard, most Support Tools utilities can also be run from an independent command line. For more information, see the instruction s f or individual utilities.

Also note that certain utilities (see Non-Dashboard Utilities above) have no command line access.

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 17

Support Tools Utilities List

The following tables list and describe the utilities accessible through Support Tools. Utilities are grouped into these categories:

• Cisco Web utilities

• Cisco Common utilities

• Common utilities

Cisco Web Utilities

The following Support Tools utilities were created by Cisco specifically for use with Support Tools 1.0(1). They can be run from within the Dashboard interface or from an external command line on either the Support Tools Server or an individual node.

Utility Name: Description: Installed On: Dashboard

Log Collector Use to collect and view log files from

Registry Compare and Repair

System Interrogate Use to display system information

Processes and Services

ICM nodes. Allows you to create merged logs from two ICM nodes for comparative analysis.

Use to view, compare and repair ICM node registry entries.

(for example, OS, hardware, ICM, SQL).

Use to view and stop Processes and services running on an ICM node.

All Support Tools nodes

Privileged Users Only:

External GUI-

-No Dashboard or CommandLine Access:

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 18

Cisco Common Utilities

The following Support Tools utilities were created by Cisco specifically for use with ICM. Most can be run both from within the Dashboard interface, or from an external command line.

Utility Name: Description: Installed On: Dashboard

cicman Use on a NAM CallRouter to view and

set NAM to CICM session information.

ctitest Use for debugging or demonstration

in a Cisco ICM CTI environment. Can be used in place of an Interactive CTI client application.

dbdiff Third-party (Microsoft) tool to

compare database tables. Invoked with the diffconfig.bat tool.

dumpcfg Dump Config ICM audit utility. Use to

analyze the ICM Config_Message_Log table. Allows you to determine WHO did WHAT, WHEN, from WHERE, using WHICH program.

icmdba ICM Database Administration tool.

Use to create, monitor, and edit ICM databases, including Logger, HDS, and AWDB databases. ICMDBA is also used to manage various SQL Server operating parameters.

NAM Call Routers

CTIOS PGs X

Nodes on which SQL Server is installed

Loggers (but can be run from any ICM component)

AWs, Loggers (ICM components with DBs)

Privileged Users Only:

External GUI-

-No Dashboard or CommandLine Access:

mptrace Use to provide a playback from the

Nortel Meridian Automatic Call Distributor (ACD) to troubleshoot potential issues.

nicroi NIC Remote Operator Interface. Use

to configure and debug the (old-style DOS-based) AT&T NIC. Often invoked with the NIC.BAT batch program.

nmstart Node Manager Start. Use to start an

ICM service on a CallRouter, Logger, AW, or PG.

nmstop Node Manager Stop. Use to stop an

ICM Service on a CallRouter, Logger, AW, or PG.

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 19

MerPim PGs

Routers for customers running an AT&T NIC

AWs, PGs, Call Routers, Loggers

opctest Use to interpret a Peripheral

Gateways (PG) status, statistics, etc. It is also possible to enable specific debug tracing in the OPC process.

PGs X

procmon General-purpose debugging tool. Can

be used in conjunction with various Network Interface Controller (NIC) and Peripheral Interface Manager (PIM) processes. Use to verify status, set debug trace bits, etc.

rtrtrace Use to set various debug tracing on a

CallRouter. The additional tracing is output to the .EMS log files, and viewed with the Log Collector.

rttest Use to interpret a Call Router's events

and states live without interruption to the running router processes. Rttest has several subroutines that allow viewing status, statistics, etc. It is also possible to enable specific debug tracing in the call router.

ss7nictrace Use to view and set various debug

trace bits on a new style NT SS7 NIC PG.

vrutrace Use to output tracing information

from a Voice Response Unit (VRU) device and to and from its PIM process. VRUTrace allows capture and playback of session data.

PGs, Call Routers

Call Routers X

Call Routers (but can be run from any ICM component)

PGs X

VRU PGs

Common Utilities

The following Support Tools utilities are bundled third-party Windows, DOS, and Unix utilities. Most can be run both from within the Dashboard interface, or from an external command line.

Utility Name: Description: Installed On: Dashboard

Arp-a Use to find the media access control

address of a host on the same physical network.

cat Use the CAT utility to display, print,

and combine files. Equivalent of the DOS type command.

chmod Use to change file permissions.

Equivalent of the DOS attrib command.

All Support Tools nodes

Privileged Users Only:

No Dashboard or CommandLine Access:

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 20

Utility Name: Description: Installed On: Dashboard

Privileged Users Only:

No Dashboard or CommandLine Access:

cp Equivalent of the DOS copy

command.

df Use to view disk free information. All Support

diff Use to compare two text files or two

directories.

du Use to view disk usage information. All Support

fgrep Use to search for text patterns within

a set of files.

findstr Use to find strings in logs or text files.

Similar to UNIX's grep command. Useful when parsing log files or other text files to find a snippet of text.

grep Use to search for text patterns within

a set of files.

head Use to view user-defined number of

lines from the start of a file.

IPConfig -all Use to get host computer

configuration information, including the IP address, subnet mask, and default gateway.

All Support Tools nodes

Tools nodes

All Support Tools nodes

Tools nodes

All Support Tools nodes

isql/w Interactive SQL for Windows. Use to

query and update Microsoft SQL Server databases.

ls Use to view directory listings.

Equivalent of the DOS dir command.

mv Use to move files and directories.

Equivalent of the DOS move or rename command.

NBTStat Use to troubleshoot NetBIOS name

resolution problems.

Net Session Use to view information about all

current client sessions with the current system.

NetStat Use to view network information for

the current system, including protocol statistics and current TCP/IP network connections.

Net Statistics Server Use to view statistics for the local

Server service.

Nodes on which SQL Server is installed

All Support Tools nodes

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 21

Utility Name: Description: Installed On: Dashboard

Privileged Users Only:

No Dashboard or CommandLine Access:

Net Statistics Works Use to view statistics for the local

Workstation service.

NSLookup Use to get the IP address and fully

qualified DNS of the current system's DNS name server.

PathPing A route tracing tool that combines

features of the ping and tracert commands with additional information.

ping Low-level connectivity test. Use to

verify end-to-end TCP/IP network infrastructure.

pstat Use to list all NT or Win2K processes,

their process ID (PID), memory and cpu utilization, etc.

rm Use to delete files and directories.

Equivalent of the DOS delete, recursive del subdirectories commands.

Route-print Use to view the contents of the

network routing tables.

shutdown Use to shut down a remote host.

When used from the Dashboard, shutdown will automatically restart the host after 60 seconds.

All Support Tools nodes

sqlew SQL Enterprise Manager. Use to

monitor and update SQL Server operating parameters, expand databases, etc.

stopshut Use to stop a system from shutting

down due to an application or operating system failure.

strings Use to find printable strings in a

binary file.

tail Use to view user-defined number of

lines from end of a file.

touch Use to change the creation date/time

for any file.

tracert Related to ping command. Use to

show each intermediary Hop in the TCP/IP network. Useful in troubleshooting LAN and WAN faults.

wc Use to view a count of characters,

words, or lines in a file.

Nodes on which SQL Server is installed

All Support Tools nodes

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 22

Utility Name: Description: Installed On: Dashboard

Privileged Users Only:

No Dashboard or CommandLine Access:

which Use to view the name of the first file

encountered while traversing a path or directory tree.

winmsd Windows NT Diagnostics. Use to

gather detailed configuration information about computers running Windows NT.

See Also

For related information, see:

About Support Tools 1.0(1) About Support Tools Components About Cisco Web Utilities About Cisco Common Utilities About Common Utilities

All Support Tools nodes

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 23

About the Support Tools Dashboard

The Support Tools Dashboard is a browser-based desktop that allows you to access and use all Support Tools utilities through a single interface. The Dashboard integrates access to all ICM systems, eliminating the need to manually connect to each remote system.

Accessing the Dashboard

Users access the Dashboard via a URL (http://<hostname_or_ip_address>:<Tomcat_HTTP_port>) entered in a browser window. Upon connecting, users must login by providing their Windows NT user name and password, or the user name and password of a privileged account.

Access to the Dashboard is restricted to the local network: access via the Internet is not supported. To access the Dashboard from a remote location, a user must connect and authenticate against the corporate network.

Dashboard Privileges

The Support Tools Dashboard recognizes two categories of users:

• Privileged users have full access to all Support Tools functionality, including tools and commands that can be used to modify system settings, registries, etc.

• Regular users have limited access to information gathering functionality only. Tools capable of system modification are not available to regular Support Tools users.

Support Tools assigns privilege based on regular Windows user groups (defined on your domain controller or through Active Directory). During the Support Tools Server installation, you are prompted to enter the name of one (and only one) Windows

Cisco Support Tools 1.0 User Guide About the Support Tools Dashboard 24

user group that will serve as the Support Tools privileged group. Users in all other groups are treated as regular Support Tools users.

See Also

For related information, see:

About Support Tools Components How to Access the Dashboard About Using the Dashboard for the First Time

Cisco Support Tools 1.0 User Guide About the Support Tools Dashboard 25

About Support Tools Security

Support Tools operates with the following security restrictions:

A. Access to Support Tools is limited to the local network. Remote access via the

Internet is not supported. Users must authenticate against the network in order to use Support Tools.

B. Users must login to the Support Tools Dashboard using their network ID and

password, or the ID and password of a valid network account. If desired, you can configure the Support Tools Login page to use SSL so that user passwords are encrypted when they are sent to the server.

C. Within the Support Tools Dashboard, access to specific utilities is determined by

Windows User Group membership. Only members of the user group designated as the Support Tools privileged group can use utilities capable of system modification from the Dashboard. Non-privileged users are limited to information gathering functionality only. Note that Support Tools utilities used outside of the Dashboard environment (namely, via command-line) do not impose these levels of privilege.

The use of Support Tools utilities outside of the Dashboard environment (accessed via a command line on a node) is not controlled by a login/password. System administrators can use Windows NTFS directory privileges to limit this method of access to specific users or groups.

See Also

For related information, see:

About Support Tools Components About the Support Tools Dashboard How to Create Support Tools User Groups How to Configure the Dashboard Login for SSL

Cisco Support Tools 1.0 User Guide About Support Tools Security 26

About Support Tools Platforms

This section provides platform support information for Support Tools 1.0(1) , including:

• ICM Platform

• Support Tools Server Platform

• Support Tools Node Platforms

• Support Tools Dashboard Browser Support

ICM Platform

Support Tools 1.0(1) is designed for use with ICM version 5.0 and 6.0 (Enterprise, Hosted and IPCC).

Support Tools Server Platform

The Support Tools Server can be installed on a standalone server (that is, one on which no ICM products are installed), or on a client ICM Admin Workstation (AW) in your ICM network.

Caution: Due to possible performance issues, do not install the Support Tools Server on a distributor AW; AW installation should be limited to client AWs.

The Support Tools Server runs on the following platform:

Server Type: Operating System: Web

Windows Windows 2000 with

service pack 3 or 4

Server/Servlet Engine:

Apache Tomcat 4.0.6 (included in Support Tools Server installer)

Java:

Java Runtime Environment 1.3.1 (included in Support Tools Server installer)

Cisco Support Tools 1.0 User Guide About Support Tools Platforms 27

Support Tools Node Platform

The Support Tools Node can be installed on any ICM nodes listed below that you want to manage through Support Tools. All ICM 5.0 nodes run on the Windows 2000 Server sp3 platform:

• Cisco CallManager (CCM)

• Cisco Collaboration Server (CCS)

• Cisco E-Mail Manager (CEM)

• Cisco Media Blender (CMB)

• CTI Object Server (CTIOS)

• ICM Admin Workstations (AWs)

• ICM Call Routers

• ICM Peripheral Gateways (PGs)

• ICM Loggers

Support Tools Dashboard Browser Support

The Support Tools Dashboard is designed to work with Microsoft Internet Explorer

5.5 SP 2 or greater. Other browser platforms are not supported.

See Also

For related information, see:

About Support Tools Components About the Support Tools Dashboard About Installing Support Tools

Cisco Support Tools 1.0 User Guide About Support Tools Platforms 28

Frequently Asked Questions About Support Tools

This section gives brief answers some to some common questions about Support Tools. All of the subjects addressed here are described in greater detail elsewhere in this guide.

What is the benefit of Support Tools?

Support Tools provides a common interface (the Support Tools Dashboard) to approximately fifty utilities you can use to examine and troubleshoot Cisco ICM components.

What ICM version does Support Tools 1.0(1) work with?

Support Tools 1.0(1) is designed to work with ICM 5.0 and 6.0 (Enterprise, Hosted and IPCC). Earlier ICM versions are not supported.

What components make up Support Tools?

The Support Tools Server provides the engine and interface through which users access Support Tools utilities. The Support Tools Node is the listening agent that allows the Support Tools Server to interact with ICM components.

Where do I install the Support Tools Server?

The Support Tools Server can be installed on a client ICM Admin Workstation (AW) or (recommended) on its own dedicated network machine.

Caution: Because Support Tools Server installs the Apache Tomcat Web Server as a service, and with specific port requirements, DO NOT install it on a machine with a pre-existing installation of Tomcat in use by other applications.

Where do I install the Support Tools node?

The Support Tools node should be installed on each ICM component that you want to manage with Support Tools. See About Support Tools Platforms for a complete list of supported components.

What performance impact will running Support Tools have on my ICM system?

Support Tools processes run silently with minimum performance impact. It is recommended that: 1) the Support Tools Server be installed on its on its own dedicated machine, 2) because of the possible need to reboot, the Support Tools node be installed on ICM components during an off-production maintenance period,

3) large log collections be performed at times of low system traffic, and 4) the

Support Tools Repository and its subdirectories be excluded from continuous virus scans.

Who can use Support Tools?

Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 29

Any ICM user can use Support Tools. Permissions can be set to limit access to certain sensitive utilities in the Support Tools Dashboard to a privileged group.

What configuration does Support Tools require after installation?

While some optional configuration is available (see the Configuring Support Tools section) no post-installation configuration is required to use Support Tools out of the box.

Note, however, that to use Support Tools' merged log capabilities, each Support Tools Server and node must be able to communicate with the same Simple Network Time Protocol (SNTP or NTP) server. See How to Collect Information for a Support Tools Installation for more information.

See Also

For related information, see:

About Support Tools Components About Support Tools Platforms About Support Tools Security About Configuring Support Tools How to Collect Information for a Support Tools Installation How to Create Support Tools User Groups

Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 30

Part 2: Installing and Configuring Support

Tools

Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 31

Section I. Installing Support Tools

Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 32

About Installing Support Tools

Installing Support Tools 1.0(1) consists of:

A. Installing the Support Tools Server to a central server with access to your ICM

system. If desired, you can install the Support Tools on multiple servers to provide redundancy. Note, however, that data is not shared between these separate installations.

B. Installing the Support Tools Node on each ICM node to be managed through

Support Tools. Note that the Node Agent is automatically included in the Support Tools Server installation; a separate installation of th e node on this machine is not required.

Support Tools Installation Tasks

To install Support Tools, follow the sequence of steps in the checklist below. Each of these steps is described in greater detail in following sections. Cisco recommends you review this list before proceeding with the installation .

Note: Before proceeding with installation, also be sure to review the Support Tools Release Notes for any updates pertaining to Support Tools installation. The Release

Notes are available at the top level of the Support Tools CD (st_10_release_notes.htm) and at http://www.cisco.com.

Caution: In some instances, the Support Tools Server and Node installations may require a reboot to complete. For this reason, it is strongly suggested that you perform the installation during a regular maintena nce period when machines are not in production mode.

Step 1. Collect information for the install

Prior to installing Support Tools, collect the information that you will need to provide during the install.

Step 2. Create the Support Tools privileged user group

Create and assign users to the Windows user group that will serve as the Support Tools privileged user group.

Cisco Support Tools 1.0 User Guide About Installing Support Tools 33

Step 3. Create the Distinguished User Account

The Support Tools Server installs the Tomcat Web server which runs as a service. This service must run as a distinguished user. To do this:

A. Prior to installing the Support Tools Server, create the Distinguished User. B. After installing the Support Tools Server, assign the Distinguished User the

requisite directory privileges.

Step 4. Review the Support Tools Server hardware and software prerequisites

Prior to installing the Support Tools Server, ensure that the machine you are installing it on meets the minimum hardware and software prerequisites.

Step 5. Install the Support Tools Server

The Support Tools Server installation includes:

• The Support Tools Dashboard

• The Support Tools Node

• Support Tools documentation

• Java Development Kit (JDK) 1.3.1

• Apache Tomcat 4.0.6

Step 6. Review the Support Tools Node hardware and software prerequisites

Prior to installing the Support Tools Node, ensure that the ICM nodes you are installing it on meet the minimum hardware and software prerequisites.

Step 7. Install the Support Tools Node

Install the Support Tools Node on each ICM node you want to manage through Support Tools. The Support Tools Nodes installation includes:

• The Support Tools Node Agent

• Support Tools Web utilities and certain Unix-style common utilities.

• Support Tools documentation

Note: Other Support Tools utilities are not part of the Support Tools installation. Rather, these utilities already exist on each node, distributed as part of standard ICM and Win2K installations.

Cisco Support Tools 1.0 User Guide About Installing Support Tools 34

Step 8. Enable ports for Support Tools

Support Tools uses the following ports:

• Tomcat (the Support Tools Web server) by default listens for HTTP requests on port 8188. It listens for HTTPS requests (used if you configure the Dashboard Login page for SSL) by default on port 8189.

• Support Tools requires a port (39100 by default) to communicate with ICM nodes. Ensure that this port is available on each node managed by Support Tools.

If a firewall stands between the Support Tools Server and any Support Tools node, and/or between the Support Tools Server and remote users, you must enable these ports on the firewall.

Step 9. Test the installation

After installing Support Tools, perform a few simple tests to verify that the install was successful.

Post-Installation Configuration

All basic configuration required by Support Tools is set during installation. Immediately after installation, no further configuration is necessary to begin using the product.

However, as desired, after installation you can modify the settings chosen during installation, or use certain optional behaviors (such as configuring the Dashboard Login page for SSL) that require further configuration. For more information, see About Configuring Support Tools.

Cisco Support Tools 1.0 User Guide About Installing Support Tools 35

See Also

For related information, see:

About Support Tools Platforms How to Collect Information for a Support Tools Installation How to Create Support Tools User Groups About Support Tools Server Hardware and Software Prerequisites How to Install the Support Tools Server About Support Tools Client Hardware and Software Prerequisites How to Install the Support Tools Node How to Enable Ports for Support Tools How to Create the Distinguished User Account How to Test the Support Tools Installation About Configuring Support Tools

Cisco Support Tools 1.0 User Guide About Installing Support Tools 36

How to Collect Information for a Support Tools Installation

Installation Step 1

Prior to installing Support Tools, collect the following information that you will need to provide during the install:

For the Support Tools Server:

A. Determine the name of the Support Tools privileged user group. Determine which

users will be members of this group.

B. Determine the username, domain, and password of the distinguished user for the

Tomcat Web server.

C. Determine the IP address or fully-qualified DNS of your network time server (see

below for more).

For the Support Tools Node:

A. Ta ke an inventory of the ICM nodes on which you want to install Support Tools. B. D etermine the IP address or fully-qualified DNS of your network time server. C. Determine whether a firewall stands between the Support Tools Server and any

ICM nodes it will manage.

About the Network Time Server

To use Support Tools merged log capabilities, each Support Tools Server and node must be able to communicate with the same Simple Network Time Protocol (SNTP or NTP) server. This is required even for networks that have fully synchronized Windows 2000 systems as the allowable machine drift is greater than the tolerance of the log event times.

Note that Support Tools does not make time adjustment to host machines. Instead, the time offsets are tracked in a database to use for log merging only. Your SNTP or NTP server must support unauthenticated requests. Refer to RFC-2030 for more details on SNTP. Most Cisco IP Routers support the SNTP / NTP protocol. Consult with your IT department on available SNTP / NTP servers in your network.

If any system in a merged log collection cannot communicate with the SNTP server, the merge will fail, and the outputted log will contain the alert: "Missing SNTP data

for all of the following files logs prevented merging logs:..."

Cisco Support Tools 1.0 User Guide How to Collect Information for a Support Tools Installation 37

See Also

For related information, see:

About Installing Support Tools How to Create Support Tools User Groups About Support Tools Server Hardware and Software Prerequisites How to Enable Ports for Support Tools How to Create Support Tools User Groups

Cisco Support Tools 1.0 User Guide How to Collect Information for a Support Tools Installation 38

How to Create Support Tools User Groups

Installation Step 2

Support Tools recognizes two categories of users:

• Privileged users have full access to all Support Tools functionality, including tools and commands that can be used to modify system settings, registries, etc.

• Regular users have limited access to information gathering functionality only. Tools capable of system modification are not available to regular Support Tools users.

To Create Support Tools User Groups

Support Tools assigns privilege based on regular Windows user groups. This can be either a local group you define on the Support Tools Server machine or a domain group you define using Active Directory).

During the Support Tools Server installation, you are prompted to enter the name of one (and only one) Windows user group that will serve as the Support Tools privileged group. Users in all other groups are treated as regular Support Tools users.

Note: The privileged user group name is case-sensitive. It must match in case its corresponding Windows user group name.

Note: All Support Tools users must be members of the Windows Everyone group; anonymous users will not have access to Support Tools.

After installation, if necessary, you can modify the privileged group name by running the Support Tools Server configuration.

Creating Local Accounts on the Support Tools Server

To ensure you have local access to the Support Tools Dashboard in situations when network authentication is unavailable (for example, due to a downed network or authentication server) it is a good idea to create one or more local user accounts on the Support Tools Server.

To ensure full access to all utilities, these local accounts should be made members of a local user group named identically to your Support Tools privileged user group.

When logging into the Dashboard using a local account, enter

<hostname>\<Windows_username> as your username; for example, my_server\my_username.

Cisco Support Tools 1.0 User Guide How to Create Support Tools User Groups 39

See Also

For related information, see:

About Installing Support Tools About Support Tools Utilities How to Collect Information for a Support Tools Installation About Support Tools Security

Cisco Support Tools 1.0 User Guide How to Create Support Tools User Groups 40

How to Create the Distinguished User Account

Installation Step 8

The Support Tools Server installs the Tomcat Web server which runs as a service. This service must run as a distinguished user. To do this:

A. Prior to installing the Support Tools Server, create the Distinguished User account

as described below.

B. After installing the Support Tools Server, assign the Distinguished User the

requisite directory privileges as described below.

How to Create the Distinguished User Account

Before installing the Support Tools Server, on the machine on which the

Support Tools Server will be installed, create a local or domain account to be used for the Tomcat HTTP service.

Note: This account is only used to run the Tomcat HTTP Service and should not be an administrator or user account for any other purpose. It is recommended that a local account be created since this will restrict access of the Tomcat HTTP Service to the one machine. In some scenarios using a local account for the Tomcat HTTP Service will prevent users from authenticating with a domain account. If this condition exists, you will need to use a domain account in stead.

How to Assign Directory Privileges to the Distinguished User

If your Support Tools Server uses NTFS directory security that limits directory access to specific users, after installing the Support Tools Server, ensure that, in addition to the <machine>\System account, the distinguished user for the Tomcat HTTP Service has the following privileges to the Support Tools root directory and all of its subdirectories:

• Modify

• Read & Execute

• List Folder Contents

• Read

• Write

For example,

Cisco Support Tools 1.0 User Guide How to Create the Distinguished User Account 41

If the Distinguished User specified during installation is my_domain\TomcatSvcAcct, then my_domain\TomcatSvcAcct must be given the rights listed above to the Support Tools root directory and all of its subdirectories.

See your Windows documentation for instructions on granting NTFS security privileges.

Cisco Support Tools 1.0 User Guide How to Create the Distinguished User Account 42

About Support Tools Server Hardware and Software Prerequisites

Installation Step 3

The machine on which you install the Support Tools Server must meet the following requirements for:

• Hardware

• Software

• Network Access

Support Tools Server Hardware Prerequisites

The recommended minimum hardware configuration for your Support Tools Server is a Pentium-class PC with 512 Mb RAM and at least 50 Mb of available hard disk space.

You can install the Support Tools Server on a standalone server (that is, one on which no ICM products are installed), or on an existing ICM Admin Workstation (AW) in your ICM network.

Caution: Due to possible performance issues, do not install the Support Tools Server on a distributor AW; AW installation should be limited to client AWs.

Support Tools Server Software Prerequisites

Prior to installing the Support Tools Server, the following prerequisite software must be installed and properly configured:

Prerequisite: Version: Notes:

Microsoft Windows 2000

Additional Software Prerequisites

The following additional software prerequisites are installed automatically with the Support Tools Server:

• Java Runtime Environment (JRE), version 1.3.1.

Server (with service pack 3 or 4)

Cisco Support Tools 1.0 User Guide About Support Tools Server Hardware and Software Prerequisites 43

• Apache Tomcat 4.0.6 Caution: Because Support Tools Server installs the Apache Tomcat Web Server

as a service, and with specific port requirements, DO NOT install it on a machine with a pre-existing installation of Tomcat in use by other applications.

Note: Optionally, if you plan to configure the Support Tools dashboard Login page to use SSL (so that passwords are sent encrypted) an appropriate server certificate must be installed and SSL configured in Tomcat.

Network Access to ICM Nodes

Ensure that the machine on which you will be installing Su pport Tools Server has network access and administration rights to each ICM node on which the Support Tools Client will be installed.

See Also

For related information, see:

About Installing Support Tools How to Install the Support Tools Server About Support Tools Components How to Configure the Dashboard Login for SSL

Cisco Support Tools 1.0 User Guide About Support Tools Server Hardware and Software Prerequisites 44

How to Install the Support Tools Server

Installation Step 4

You can install the Support Tools Server on any server with access to your ICM system. Before installing the Support Tools Server, ensure that the machine meets the prerequisite hardware and software requirements.

Caution: In some instances, the Support Tools Server installation may require a reboot to complete. For this reason, it is strongly suggested that you perform the installation during a regular maintenance period when the machine is in offproduction mode.

The Support Tools 1.0(1) CD includes a Server Install Wizard that installs:

• The Support Tools Dashboard

• The Support Tools Node

• Support Tools documentation

• Java Development Kit (JDK) 1.3.1

• Apache Tomcat 4.0.6

To Install the Support Tools Server

Note: The installation instructions below describe only those installer dialogs that

require user input. To install the Support Tools Server:

1. Log into the machine on which you are installing the Support Tools Server under an account with local Windows Administrator privileges for that machine.

2. Insert the Support Tools CD in the server's CD-ROM drive.

3. From the Windows Start Menu, select Run.

4. Browse to and double-click the Support Tools Server executable file located at: Server\setup.exe.

5. If the installer detects a previous, earlier installation of the JDK (less than 1.3.1), you will be prompted to confirm an overwrite. Click Yes.

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Server 45

6. Specify values for each of the following: Destination Path: Specify the location to install the Support Tools Server, or

accept the default: c:\Cisco\CCBU\supporttools. You can install the Support Tools Server to any location on the local machine.

Note: If you plan on using the Cisco Security Agent (CSA) you can only change the drive letter and must leave the remaining defa ult path information. This is because CSA security rules are written specifically based on the path names.

Repository Base Directory: Specify the path to the Support Tools Server Repository. This is the location where log files and saved registries and processes lists are stored. You can specify any location on the Support Tools Server's physical drive. The default is <destination_path>\Repository.

TCP/IP Port: The port the Support Tools Server uses to communicate with Support Tools Nodes. The default is 39100.

Administration Group Name: The name of the Windows User Group that has access to Support Tools functions capable of system modification (nonadministration group users can use Support Tools for information gathering only). The default is Administrators.

Note: The Administration Group name is case-sensitive. It must match in case its corresponding Windows user group name.

Distinguished User Information: Specify the domain or local machine hostname, username, and password of the account that the Tomcat HTTP Service will run as. For more information, see How to Create the Distinguished User Account.

HTTP and HTTPS Ports: Specify the ports that the Tomcat Web server should use for HTTP and HTTPS requests. The Support Tools defaults are 8188 (HTTP) and 8189 (HTTPS).

Network Time Server: Specify the static IP address or fully-qualified DNS of your network time server. Also specify the frequency (in minutes) with which this machine should reconcile its clock against the network time server.

Note: As necessary, these values can also be modified after installation.

7. When the installation is complete, click Finish. Depending on your local machine's configuration, you may be prompted by the

installer to reboot the machine to complete the installation. The Support Tools Server and Tomcat will start automatically upon reboot.

8. If you are not prompted to reboot, the Support Tools Server and Tomcat will st art automatically and is ready for use.

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Server 46

See Also

For related information, see:

About Installing Support Tools About Support Tools Server Hardware and Software Prerequisites About Support Tools Components How to Modify Support Tools Basic Configuration

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Server 47

About Support Tools Node Hardware and Software Prerequisites

Installation Step 5

The machine on which you install the Support Tools Node must meet the following requirements for:

• Hardware

• Software

Support Tools Node Hardware Prerequisites

The hardware requirements for ICM nodes are predetermined by the ICM software they run.

The Support Tools Node requires a minimum of 20 Mb of available disk space.

Support Tools Node Software Prerequisites

Prior to installing the Support Tools Node, the following prerequisite software must be installed and properly configured:

Prerequisite: Version: Notes:

Microsoft Windows 2000

Microsoft Internet Explorer

Server (with service pack 3 or 4)

5.5 Recommended but not required. Used to access the Support Tools Dashboard and Support Tools

documentation.

See Also

For related information, see:

About Installing Support Tools How to Install the Support Tools Server About Support Tools Components

Cisco Support Tools 1.0 User Guide About Support Tools Node Hardware and Software Prerequisites 48

How to Install the Support Tools Node

Installation Step 6

You can install the Support Tools Node on any ICM node that you want to manage through Support Tools. Note that the Node Agent is automatically included in the Support Tools Server installation; a separate installation of the node on this machine is not required.

Note: Before installing the Support Tools Node, ensure that the machine meets the prerequisite hardware and software requirements.

Caution: In some instances, the Support Tools Node installation may require a reboot to complete. For this reason, it is strongly suggested that you perform the installation during a regular maintenance period when the machine is in offproduction mode.

The Support Tools 1.0(1) CD includes a Node Install Wizard that installs the:

• Support Tools node agent

• Support Tools Web utilities and certain Unix-style common utilities.

• Support Tools documentation

To Install the Support Tools Node

Note: The installation instructions below describe only those installer dialogs that

require user input. To begin the Support Tools Node installation:

1. Log into the machine on which you are installing the Support Tools Server under an account with Windows Administrator privileges.

2. Insert the Support Tools CD in the server's CD-ROM drive.

3. From the Windows Start Menu, select Run.

4. Browse to and double-click the Support Tools Node executable file located at: nodes\setup.exe.

5. Specify values for the following: TCP/IP Port: The port the Support Tools Server uses to communicate with

Support Tools Nodes. The default is 39100.

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Node 49

Destination Path: Specify the location to install the Support Tools Node, or accept the default: c:\Cisco\CCBU\supporttools. You can install the Support Tools Node to any location on the local machine.

Note: As necessary, this value can also be modified after installation.

6. When the installation is complete, click Finish.

7. Depending on your local machine's configuration, you may be prompted by the installer to reboot the machine to complete the installation. The Support Tools Node will start automatically upon reboot.

If you are not prompted to reboot, the Support Tools Node will start automatically and is ready for use.

See Also

For related information, see:

About Installing Support Tools About Support Tools Node Hardware and Software Prerequisites About Support Tools Components How to Modify Support Tools Basic Configuration

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Node 50

How to Enable Ports for Support Tools

Installation Step 7

Support Tools has the following port requirements:

Tomcat HTTP and HTTPS Port

Tomcat bundled with Support Tools by default listens for HTTP requests on port 8188 and HTTPS requests on port 8189.

If a firewall stands between the Support Tools Server and any Support Tools node, and/or between the Support Tools Server and remote users, you must enable these ports on the firewall.

As desired, during installation or subsequent reconfiguration you can modify Tomcat to use different HTTP and HTTPS ports. Note, however, that if you install the Support Tools Server on an ICM AW, ports 80 and 443 (the standard HTTP and HTTPS ports) are likely already being used by the ICM WebView reporting tool.

Note: Enabling the HTTPS port on a firewall is only necessary if you configure the Dashboard Login page for SSL. For more information, see How to Configure the Dashboard Login for SSL.

Support Tools Listening Port

Support Tools requires a port to initiate connections with and listen for responses from ICM nodes. By default, the Support Tools Server uses port 39100. As desired, you can specify a different port during installation, or during subsequent modification to the Support Tool Server's configuration settings.

As part of the Support Tools installation/configuration:

• Ensure that the port used by the Support Tools Server is available on the ICM nodes it manages.

• If a firewall stands between the Support Tools Server and any of its ICM nodes, you must enable that port on the firewall to allow a one-way outbound connection from the Support Tools Server.

See Also

For related information, see:

Cisco Support Tools 1.0 User Guide How to Enable Ports for Support Tools 51

About Installing Support Tools

Cisco Support Tools 1.0 User Guide How to Enable Ports for Support Tools 52

How to Test the Support Tools Installation

Installation Step 9

After installing Support Tools, you should test your installation by:

• Accessing the Support Tools Dashboard.

• Testing the connection to Support Tools Nodes.

To Access the Support Tools Dashboard

To access the Support Tools Dashboard:

1. Open a Web browser (ST supports IE 5.5 or greater) and in the Address line, enter: http<hostname_or_ip_address>:<Tomcat_HTTP_port>.

Note that as shipped with Support Tools, Tomcat's default HTTP port is 8188. This default can be modified during installation.

2. Press <Enter>. The Support Tools Dashboard Login screen opens.

3. In the Login Name field, enter <Windows_domain>\<Windows_username>. For example, my_domain\my_username.

4. In the Password field, enter your Windows password (case-sensitive)

5. Click Login.

To Test the Connection to a Support Tools Node

To test the connection between the Support Tools Server and a node:

1. Login to the Support Tools Dashboard.

2. On the System Management screen, add the node(s) you want to test to the system list.

3. On the System Management screen, use the Test Connection utility to confirm the connection to individual nodes.

See Also

For related information, see:

Cisco Support Tools 1.0 User Guide How to Test the Support Tools Installation 53

How to Use the System Management Screen

Cisco Support Tools 1.0 User Guide How to Test the Support Tools Installation 54

Section II. Configuring Support Tools

Cisco Support Tools 1.0 User Guide How to Test the Support Tools Installation 55

About Configuring Support Tools

All basic configuration required by Support Tools is set during installation. Immediately after installation, no further configuration is necessary to begin using the product.

However, at some point you may want to modify the settings chosen during installation, or use certain optional behaviors that require further configuration.

These post-installation configuration options inclu d e:

• Modifying the basic Support Tools setting specified during installation (network time server, privileged use group, Repository path, and TCP/IP port).

• Excluding the Support Tools Repository from continuous virus scans.

• Configuring the Dashboard Login page to use SSL (so that passwords are

encrypted).

• Installing Windows Management Instrumentation (WMI) on ICM nodes running SQL 2000 so that this information can be reported on by the Support Tools System Interrogate utility.

• Adding information about specific processes and services that display in the Processes & Services screen.

See Also

For related information, see:

How to Modify Support Tools Basic Configuration How to Configure the Dashboard Login for SSL How to Modify the Process Information List How to Configure SQL for Use with the System Interrogate Tool How to Disable Continuous Virus Scan for the Repository

Cisco Support Tools 1.0 User Guide About Configuring Support Tools 56

How to Modify Support Tools Basic Configuration

The basic configuration settings necessary to run Support Tools (network time server, privileged use group, Repository path, and TCP/IP port) are specified during installation.

At any point after installation you can modify these setting, as necessary. You can:

• Modify the Support Tools Server configuration

• Modify the Support Tools Node configuration

To Modify Support Tools Server Configuration

To modify configuration settings for the Support Tools Server after it has been installed:

1. Rerun the Support Tools Server installer (Server\setup.exe) from your Support Tools CD.

2. During the reinstallation, the Install Wizard displays the configuration settings (TCP/IP Port, Administrator Group Name, etc.) from the current installation, rather than the installation defaults. As desired, modify the current values for these options:

Destination Path: Specify the location to install the Support Tools Server, or accept the default: c:\Cisco\CCBU\supporttools. You can install the Support Tools Server to any location on the local machine.

Repository Base Directory: Specify the path to the Support Tools Server Depository. This is the location where log files and saved registries and processes lists are stored. You can specify any location on the Support Tools Server's physical drive.

Administration Group Name: The name of the Windows User Group that has access to Support Tools functions capable of system modification (regular users can use Support Tools for information gathering only).

Note: The Administration Group name is case-sensitive. It must match in case its corresponding Windows user group name.

Cisco Support Tools 1.0 User Guide How to Modify Support Tools Basic Configuration 57

TCP/IP Port: The port the Support Tools Server uses to communicate with Support Tools Nodes.

Note: When changing this value, remember to ensure that the port you choose is available on all Support Tool Nodes, and that it is enabled on firewalls standing between the Support Tools Server and its nodes.

HTTP and HTTPS Ports: Specify the ports that the Tomcat Web server should use for HTTP and HTTPS requests.

3. When the reconfiguration is complete, click Finish.

Note: Support Tools includes several files that can be customized by users after an initial installation. Because rerunning basic configuration overwrites these customized files, Support Tools automatically creates backup copies (with the extension .bak). These backups can be restored re-introduce customization.

For more information, see How to Re-Install Support Tools.

To Modify Support Tools Node Configuration

To modify configuration settings for the Support Tools Node after it has been installed:

1. Rerun the Support Tools Node installer (nodes\setup.exe) from your Support Tools CD.

Destination Path: Specify the location to install the Support Tools Node. You can install the Support Tools Node to any location on the local machine.

3. When the reconfiguration is complete, click Finish.

For more information, see How to Re-Install Support Tools.

Cisco Support Tools 1.0 User Guide How to Modify Support Tools Basic Configuration 58

See Also

For related information, see:

About Configuring Support Tools About Support Tools Components How to Collect Information for a Support Tools Installation How to Create Support Tools User Groups How to Enable Ports for Support Tools

Cisco Support Tools 1.0 User Guide How to Modify Support Tools Basic Configuration 59

How to Disable Continuous Virus Scan for the Repository

Support Tools writes a large number of files (.log, .txt, and .zip) to the Repositor y in the course of normal use. The quantity of these files, if used in conjunction with continuous virus scanning, could result in a negative impact on performance.

If this performance degradation is not acceptable, Cisco recommends that you restrict continuous virus scanning in the Repository directory and its subdirectories to known file types only (which should omit .log and .txt file s from scanning).

If performance degradation persists, Cisco recommends that:

A. You exclude the Repository directory and its subdirectories from continuous virus

scans run on the Support Tools Server and Node machines. Instead, limit scans on these directories to a nightly basis.

B. After disabling virus scanning for the Repository directory and its subdirectories,

use NTFS directory security to limit full access to these directories to administrators, NT Authority\System, NT Authority\Service and any other distinguished users that require direct access to these directories.

Caution: Steps A and B above should be used in concert with each other; that is, do not disable continuous virus scanning without also implementing NTFS directory security on the affected directories.

The default location of the Support Tools Repository on both the server and node is <support_tools_root>\Repository.

See Also

For related information, see:

About Configuring Support Tools About the Support Tools Dashboard How to Access the Support Tools Dashboard About Support Tools Security

Cisco Support Tools 1.0 User Guide How to Disable Continuous Virus Scan for the Repository 60

How to Configure the Dashboard Login for SSL

If desired, for extra security, you can configure the Support Tools Dashboard Login page to use SSL. This ensures that user passwords are encrypted when they are sent to the Support Tools Server.

Note the only the Login page will use SSL. Once logged int o the application, all other page requests are sent over HTTP.

To Configure the Dashboard Login for SSL

To configure the Dashboard Login page to use SSL:

1. Ensure that an appropriate server certificate is installed on your Support Tools Server machine, and that Tomcat has been configured for SSL.

Instructions on how to configure Tomcat for SSL are available at: http://jakarta.apache.org/tomcat/tomcat-4.0-doc/ssl-howto.html

2. In a text editor, open the web.xml file located at: <support_tools_root>\UIServer\uiroot\WEB-INF\.

3. Locate the following closing tag: </web-app>.

4. Just before that tag, enter the following: <security-constraint>

<web-resource-collection> <web-resource-name>IServer</web-resource-name> <description> This pattern matches the url to the login page </description> <url-pattern>/default/serviceability/secure_login.jsp</url-

pattern> </web-resource-collection> <user-data-constraint> <description> All patterns matching the pattern above will use

confidential data constraints, namely, all data will be encrypted over SSL. </description> <transport-guarantee>CONFIDENTIAL</transport-guarantee> </user-data-constraint> </security-constraint>

5. Save the file.

Cisco Support Tools 1.0 User Guide How to Configure the Dashboard Login for SSL 61

6. Restart Tomcat.

7. If a firewall stands between your Support Tools Server and Support Tools nodes and/or remote users, remember to enable the appropriate SSL port on the firewall. For more information, see How to Enable Ports for Support Tools.

Note: After configuring the Login page for SSL, users can continue to specify HTTP in the URL path to the Dashboard Login page. Entering HTTPS is not necessary.

Similarly, users can continue to specify the HTTP port number in the URL. Entering the SSL port number is not necessary. User will be automatically redirected to the correct port.

Therefore, the URL to the Support Tools login page using SSL is identical to that used for non-SSL:

http://<hostname>:8188

See Also

For related information, see:

About Configuring Support Tools About the Support Tools Dashboard How to Access the Support Tools Dashboard About Support Tools Security

Cisco Support Tools 1.0 User Guide How to Configure the Dashboard Login for SSL 62

How to Modify the Process Information List

The process information list stores information about specific processes and services. The information from this file is then displayed to Support Tools u sers when they use the Processes and Services utility.

For each process or service defined therein, the file includes:

• The name of the process

• Whether the process is known, unknown, or critical

• Explanatory text about the process

Out-of-the-box, the process information list includes information on the following processes:

• All Cisco processes are identified as Known.

• Certain critical Microsoft OS-related processes are identified as Critical.

• Certain SQL and common Microsoft processes are identified as Known.

Modifying the Process Information List

As desired, you can modify the process information list to add new information about processes or services. For example, if you are running a virus checker, you may want to tag it as critical.

To modify the process information list:

1. Use a text editor to open processinfo.xml located on the Support Tools Server at <support_tools_root>\repository\system files\

2. Using proper well-formed XML syntax, add or modify entries as follows: Process Type: Known, Unknown or Critical. Note: Use only these designations.

Others will not parse correctly. Designating a process as Critical will prevent Dashboard users from stopping it (on the Services screen).

Name: The name of the process or service. Can include, but does not require, an .exe extension.

Manufacturer: Optionally, the manufacturer of the process or service. Help: Any explanatory information you wish to display about the process or

service.

Cisco Support Tools 1.0 User Guide How to Modify the Process Information List 63

Example: <process type="known" name="notepad.exe"

manufacturer="Microsoft"><help>This is Microsoft's Notepad text

editor</help>

When editing the file, consider the following:

• Cisco processes and services not identified in processinfo.xml are nonetheless automatically detected by the Processes and Services utility and labeled as Known.

• Non-Cisco processes and services not identified in processinfo.xml are labeled as Unknown.

• Be aware that Support Tools Dashboard users will be unable to stop services and processes tagged Critical.

• Consider that there is value in leaving less important processes and services tagged as Unknown. It allows Support Tools users to bulk select these items for termination when troubleshooting a node.

• Be careful to use correct XML syntax when editing the file. Incorrect syntax makes the file unreadable to the Support Tools parser, causing all but Cisco processes and services to display as Unknown.

Distributing a Modified Process Information List

The current processinfo.xml file is automatically propagated from the Support Tools Server to individual Support Tools nodes when these systems are selected for use from the Dashboard. In this way, an updated version of the file is available to users who launch the Processes and Services utility directly from a node via command line.

Note however that there may be instances where you may want or need to manually copy an updated processinfo.xml file from the Support Tools Server to another machine: for example, if you are running multiple inst allations of the Support Tools Server, or if you have nodes that are rarely selected for use from the Dashboard, but on which users may run the Processes and Services utility from a command line.

Cisco Support Tools 1.0 User Guide How to Modify the Process Information List 64

See Also

For related information, see:

About Configuring Support Tools How to Use the Processes Screen How to Use the Services Screen

Cisco Support Tools 1.0 User Guide How to Modify the Process Information List 65

How to Configure SQL for Use with the System Interrogate Tool

In order for the Support Tools System Interrogate utility to access and report on an ICM system's SQL database information, it must have access to Microsoft's Windows Management Instrumentation (WMI). WMI is not part of a standard Wind ows SQL install, and in most cases will therefore need to be installed separately.

To Install WMI

To install WMI:

1. Obtain the SQL 2000 Server CD, or download WMI at: http://msdn.microsoft.com/downloads/list/wmi.asp.

2. On each ICM system that has SQL installed (and with which you want to use the System Interrogate utility--(for example, loggers, AWs) run setup from the \x86\OTHER\wmi directory.

Note: For additional information on installing and using WMI, see the MSDN library at: http://msdn.microsoft.com/library/default.asp?url=/library/enus/wmisdk/wmi/sql_for_wmi.asp

See Also

For related information, see:

About Configuring Support Tools How to Configure SQL for Use with the System Interrogate Tool

Cisco Support Tools 1.0 User Guide How to Configure SQL for Use with the System Interrogate Tool 66

Section III. Uninstalling/Reinstalling

Support Tools

Cisco Support Tools 1.0 User Guide How to Configure SQL for Use with the System Interrogate Tool 67

How to Uninstall Support Tools

As desired, you can uninstall the Support Tools Server or Node by following the steps below. Note that it is not necessary to uninstall either as a precursor to reinstalling the product.

This topic describes how to:

• Uninstall the Support Tools Server

• Uninstall the Support Tools Node

To Uninstall the Support Tools Server

Uninstalling the Support Tools Server removes the Support Tools Server, its associated utilities, and registry entries associated with Support Tools. N ote that uninstalling the Support Tools Server does not automatically remove Repository files, Tomcat 4.0.6 and the JDK 1.3.1.

To uninstall the Support Tools Server:

1. Stop Tomcat.

2. Use the Windows Services panel or a similar services tool to stop the Support Tools Appserver service, listed as Cisco CCBU Support Tools Appserver.

3. From the Windows Start menu, select Settings > Control Panel > Add/Remove Programs > Cisco Support Tools 1.0(1).

4. Click Remove.

5. If desired, after running the uninstaller, use Windows Explorer or a similar file management tool to delete the Support_Tools directory.

To Uninstall the Support Tools Node

Uninstalling the Support Tools Node removes the Node Agent only--it does not remove utilities or other items that are part of a standard ICM installat ion .

To uninstall the Support Tools Node from an ICM node:

1. Use the Windows Services panel or a similar services tool to stop the Support Tools node service, listed as Cisco CCBU Support Tools NodeAgent.

2. From the Windows Start menu, select Settings > Control Panel > Add/Remove

Cisco Support Tools 1.0 User Guide How to Uninstall Support Tools 68

Programs > Cisco Support Tools 1.0(1).

3. If desired, after running the uninstaller, use Windows Explorer or a similar file management tool to delete the Support_Tools directory.

Note: After removing Support Tools from an ICM node, you should also remove that node's entry in the Support Tools System List (in the Support Tools Dashboard).

See Also

For related information, see:

How to Re-install Support Tools How to Stop and Start the Support Tools Dashboard/Tomcat

Cisco Support Tools 1.0 User Guide How to Uninstall Support Tools 69

How to Re-Install Support Tools

As desired, you can re-install the Support Tools Server or the Support Tools Node, using the same steps employed for an initial installation.

The following guidelines apply to reinstalling both the Support Tools Server and the Support Tools Node:

• It is not necessary to remove a current install prior to re-insta llation. Both the Support Tools Server and Node can be re-installed over themselves. Note that reinstallation will not remove any files (for example, logs, registries, etc.) that have been saved to the Repository).

• It is not necessary to stop the Tomcat Web server or any Support Tools-related services in preparation for a re-install.

• If re-installing over a current installation, the Install Wizard displays the configuration settings (TCP/IP Port, Administrator Group Name, etc.) from the current installation, rather than the installation defaults.

• Following a re-install, you may want to restore backup copies of any customized files (see next section).

Restoring Customized .bak Files After Re-installation

Support Tools includes several files that can be customized by users aft er an initial installation.

Because re-installing the product overwrites these customized files, Support Tools automatically creates backup copies (with the extension .bak). These backups can be restored after re-installation to re-introduce customization.

Affected files include:

File: Typically customized to: Location:

processinfo.xml Include additional information on system

services and processes for display in the Dashboard's Processes and Services screens.

server.xml Configure Tomcat for SSL. <support_tools_root>\jakarta-tomcat-

<support_tools_root>\repository\system files\

(On Support Tools Server and Nodes).

4.0.6\conf\ (On Support Tools Server only).

Cisco Support Tools 1.0 User Guide How to Re-Install Support Tools 70

File: Typically customized to: Location:

systemlist.xml Include list of user-added Support Tools

systems recognized by the Dashboard.

web.xml Configure the Dashboard Login page for

SSL.

See Also

For related information, see:

About Installing Support Tools

<support_tools_root>\repository\system files\

(On Support Tools Server only).

<support_tools_root>\UIServer\uiroot\WE B-INF\

(On Support Tools Server only).

Cisco Support Tools 1.0 User Guide How to Re-Install Support Tools 71

Part 3: Using the Support Tools Dashboard

Cisco Support Tools 1.0 User Guide How to Re-Install Support Tools 72

About Using the Dashboard for the First Time

This topic describes some basic, important information on using the Support Tools Dashboard that all new users should be aware of.

Accessing Utilities in the Dashboard

All Support Tools utilities are accessed from the Support Tools menu. The men u groups utilities as:

• Cisco Web Tools: A set of four new Cisco management and troubleshooting utilities designed specifically for use from the Support Tools D a shboard.

• Cisco Common Tools: A set of previously released Cisco management and troubleshooting utilities.

• Common Tools: A set of common third-party utilities useful in troubleshooting ICM components.

Note that if you are not a member of the privileged user group, certain utilities will not be available to you and will not appear on the Support Tools menu. See About the Support Tools Utilities for a list of these privileged tools.

Selecting a System to Work With

The first action you typically take after logging in to the Dashboard is to select the system (ICM node) that you want to work with. M o st Support Tools utilities cannot be used until you first select a system.

Note: The exception to this is the Log Collector; it is not necessary to select a system prior to log collection.

Select the current system using the Select System utility. After you have completed working with that node, you can use the Select System utility to choose a different system to work with.

Adding a System to the System List

In order to select a system to work with, you may first need to add it to the Support Tools system list (if it is not already defined in the list). You can do this using the Select System or System Management screens. In order to add an ICM node to the list:

Cisco Support Tools 1.0 User Guide About Using the Dashboard for the First Time 73

1) The Support Tools node must have been installed on the node, and...

2) You must know the node's DNS entry or IP address.

It is important to note that the Support Tools Server has no automatic system discovery capability. That is, it does not automatically detect and list machines in your network running the Support Tools node. These must be added manually to the system list.

Navigating and Refreshing Pages in the Dashboard

When using the Dashboard, it's important to navigate and refresh pages using only the controls in the Dashboard interface.

Avoid navigating and refreshing using controls belonging to your browser, specifically the browser Forward, Back, and Refresh commands. Dashboard pages expire as soon as a request for a subsequent page is made; therefore, using the browser's Forward and Back commands may return you to an expired page. Because the Dashboard uses a frameset, its pages may not refresh properly using the browser Refresh command.

See Also

For related information, see:

About the Support Tools Dashboard About Support Tools Utilities How to Use the System Management Screen

Cisco Support Tools 1.0 User Guide About Using the Dashboard for the First Time 74

How to Access the Support Tools Dashboard

To access the Support Tools Dashboard:

1. Open a Web browser (ST supports IE 5.5 or greater) and in the Address line, enter: http<hostname_or_ip_address>:<Tomcat_HTTP_port>.

 Note that as shipped with Support Tools, Tomcat's default HTTP port is 8188.

This default can be modified during installation.

2. Press <Enter>. The Support Tools Dashboard Login screen opens.

3. In the Login Name field, enter <Windows_domain>\<Windows_username>. For example, my_domain\my_username.

4. In the Password field, enter your Windows password (case-sensitive)

5. Click Login.

Note: Support Tools access is limited to individuals logged into your network. Remote access via the Internet is not supported.

See Also

For related information, see:

About Support Tools Components About the Support Tools Dashboard How to Create Support Tools User Groups

Cisco Support Tools 1.0 User Guide How to Access the Support Tools Dashboard 75

How to Use the Select System Screen

Use the Select System screen to:

• Select the Support Tools node you want to work with

• Add a node to the system list

You must select a system before you can interact with it through utilities in the Support Tools Dashboard.

To open the Select System Screen, from the Dashboard menu, select Select System.

To Select the Current System

Selecting a system specifies the Support Tools node you want to work with. You must select a system before you can interact with it through the Support Tools Dashboard. This is required even to use utilities that connect to multiple systems, such as registry compare.

To select the current system:

1. To select a system from the existing System list, click the Select System radio button, and then highlight the system you want, OR...

To select a system not on the System list, click the Enter System Name radio button, and then enter the DNS entry or IP address for that node. Optionally, to also add this node to the System list, check Add To List Of Systems.

2. Click Select System. The node is thereafter displayed as the current system at the top of each Dashboard Screen. Also indicated are the ICM product type(s) installed on the system. Can include:

 ICM (AWs, PGs, Call Routers, and Loggers)  Call Manager (CCM)  Collaboration Server (CCS)  CTIOS  E-Mail Manager (CEM)  Media Blender (CMB)

Note: If the system you attempt to select is not available, an error message displays. Check that: the node's DNS or IP address was entered correctly; the

Cisco Support Tools 1.0 User Guide How to Use the Select System Screen 76

network connection to the node is active; the Support Tools Node Agent Service is installed and running on the node.

To Add a Support Tools Node to the System List

Adding a node to the system list makes it available for quick selection during future Dashboard sessions. Adding a node to the system list also specifies it as the current system.

To add a new node to the system list:

1. Click the Enter System Name radio button, and then enter the DNS entry or IP address for that node.

2. Check Add To List Of Systems.

3. Click Select System. The node is displayed as the current system at the top of the screen.

Note: If the system you attempt to select is not available, an error message displays. Check that: the node's DNS was entered correctly; the network connection to the node is active; the Support Tools Node Agent Service is installed and running on the node.

Note: To add multiple nodes more quickly, use the System Management Screen.

See Also

For related information, see:

About Using the Dashboard for the First Time How to Use the System Management Screen

Cisco Support Tools 1.0 User Guide How to Use the Select System Screen 77

How to Use the System Management Screen

Use the System Management screen to:

• Add Support Tools nodes to the Support Tools system list

• Delete nodes from the system list

• Test the connection between the Support Tools Server and a node

To open the System Management screen, from the Dashboard menu, select System Management.

To Add a Node to the System List

Adding a node to the system list makes it available for quick selection during future Dashboard sessions.

To add a new node to the system list:

1. In the Add Systems box, add the DNS entry or IP address of one or more Support Tools nodes.

 Add each node on a separate line. Do not use a delineator (for example, a

comma) to separate entries.

 Note that entries are not validated for correctness.

2. Click the Add System Button.

To Test the Connection to a Node

Testing the connection tests the connection between the Support Tools Server and that node

To test the connection to a node:

1. In the System Management box, highlight the Support Tools node you want to test.

2. Click the Test Connection button. If the system you attempt to test is not available, an error message displays.

Check that: the node's DNS or IP address was entered correctly in the system

Cisco Support Tools 1.0 User Guide How to Use the System Management Screen 78

list; the network connection to the node is active; the Support Tools Node Agent Service is installed and running on the node.

To Delete a Node from the System List

To delete a Support Tools node from the system list:

1. In the System Management box, highlight the Support Tools node you want to delete from the list. Use Shift-Click or Control-Click to select multiple list items.

2. Click the Delete System button.

See Also

For related information, see:

About Using the Dashboard for the First Time

Cisco Support Tools 1.0 User Guide How to Use the System Management Screen 79

How to End a Dashboard Session

To terminate a Dashboard session, click the Logout link in the Dashboard. Dashboard sessions also time out automatically after 60 minutes after you close your browser.

Note that:

• Sessions will not time out as long as your browser remains open.

• Terminating a session will not terminate any Dashboard processes that may be

running (for example, log collection). These will continue to run to completion.

• The Dashboard does not place a restriction on multiple logons. It is not necessary to terminate a session in order to begin a new one.

Cisco Support Tools 1.0 User Guide How to End a Dashboard Session 80

About Dashboard Troubleshooting

This topic lists some basic problems you may encounter accessing and using the Support Tools Dashboard and some possible workarounds.

The following table describes possible errors encountered when attempting to access or login to the Support Tools Dashboard.

Symptom: Possible Cause: Possible Workaround:

Unable to access Support Tools Login page

AND Browser returns a Page Not Found

(404) error.

1. Incorrect URL entered OR

2. Incorrect port entered in URL OR

3. Tomcat Web server not started on Support Tools server

4. Support Tools Server or LAN connectivity down.

1. Re-type URL: http://<hostname>:8188.

2. By default, Tomcat bundled with Support Tools uses ports 8188 (HTTP). Confirm with your administrator that this default has not been modified.

3. Confirm with your administrator that the Tomcat Web server is started and running properly on the Support Tools server.

4. Confirm with your administrator that the Support Tools server machine is up and running properly, and that LAN connectivity exists.

For more information, see: How to Access the Support Tools Dashboard

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 81

Symptom: Possible Cause: Possible Workaround:

Can Access Dashboard Login Page but cannot log in

Incorrect or invalid username or password entered.

Re-enter username and password as follows:

Network Users: Name:

<windows_network_domain>\<use rname>

Password: <network password> Local Users: Name: <localhost>\<username> Password: <local_password> Note: Local users are typically

administrators for whom Windows user accounts have been set up on the Support Tools Server machine. This allows them to access the Dashboard in scenarios when normal network authentication is unavailable.

For more information, see: About Support Tools Security

Utility Problems

The following table describes possible errors encountered when attempting to use Dashboard utilities following a successful login.

Symptom: Possible Cause: Possible Workaround:

Error returned when attempting to select a specific host as the current system

1. The machine, or LAN connection to that machine, is down

2. Machine is identified incorrectly in Support Tools System List

3. Support Tools Node not installed on that machine

4. Support Tools Node Agent Service stopped on that machine

1. Confirm that the machine is running and that LAN connectivity is available.

2. Confirm that the computer name for that machine as defined in the Support Tools System List (displayed on the Dashboard's System Management screen) is correct.

3. Confirm with your administrator that the Support Tools Node is installed on that machine.

4. Confirm with your administrator that the Support Tools Node Agent Service is started on that machine.

For more information, see: How to Use the System Management Screen

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 82

Symptom: Possible Cause: Possible Workaround:

Certain utilities are missing from the Dashboard menus (e.g., Services screen, Processes screen)

Error Processing Request message returned when attempting to run a utility

See Also

You are not a member of the Support Tools privileged user group.

1. That utility is not installed on the current system

2. Appserver service not stated on the Support Tools Server

Certain utilities are only available for members of the Support Tools privileged user group. Contact your administrator if you believe you should have access to these utilities.

For more information, see: About the Support Tools Dashboard

1. Some utilities are only available for use on specific ICM components. Consult the online Help for that utility to determine if its use is limited to specific components.

For more information, see: About Support Tools Utilities

2. Confirm with your administrator that the Support Tools Appserver service is started on the Support Tools Server machine.

For more information, see: How to Stop and Start the Support Tools Server

For related information, see:

How to Access the Support Tools Dashboard About the Support Tools Dashboard About Support Tools Utilities How to Use the System Management Screen About Support Tools Security

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 83

Part 4: Using Support Tools Utilities

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 84

Section I. Using Cisco Web Utilities

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 85

About Cisco Web Utilities

Cisco Web utilities are a set of Cisco-authored utilities specifically designed for use with the Support Tools 1.0(1). They are installed to all Support Tools nodes.

All Cisco Web utilities can be run either from the Support Tools Dashboard or via command line on an individual node. Command-line access to individual nodes can be local or remote (via methods like TelNet, pcAnywhere, etc.). However, they were primarily designed for Web access through the Dashboard.

All Cisco Web utilities allow you to save (to the Repository) and download file images of the data they collect.

Note: Within the Dashboard, the functionality of some Cisco Web utilities is distributed among several different screens (pages). For example, Processes and Services utility functionality is divided among a Processes screen and a Serv ices screen.

Cisco Web Utilities at a Glance

Utility Name: Description: Installed On: Dashboard

Log Collector Use to collect and view log files from

Registry Compare and Repair

System Interrogate Use to display system information

Processes and Services

ICM nodes. Allows you to create merged logs from two ICM nodes for comparative analysis.

Use to view, compare and repair ICM node registry entries.

(for example, OS, hardware, ICM, SQL).

Use to view and stop Processes and services running on an ICM node.

All Support Tools nodes

Privileged Users Only:

External GUI-

-No Dashboard or CommandLine Access:

Cisco Support Tools 1.0 User Guide About Cisco Web Utilities 86

Section II. Using Cisco Web Utilities

from the Dashboard

Cisco Support Tools 1.0 User Guide About Cisco Web Utilities 87

How to Use the System Interrogate Screen

Use the System Interrogate screen to view information about the current system. You can:

• View system information on: i. Operating system and hardware ii. ICM node iii. Third-party products

• Save current system information to a file

To open the System Interrogate screen, from the Dashboard menu, select Cisco Web Tools > System Interrogate.

To View System Information

To view operating system and hardware information for the current system:

1. Click the Interrogate System button. The screen displays:

OS/Hardware Information

Field: Description:

OS Type The operating system and the partition on which the OS is installed.

OS SP Level OS Service Pack number.

OS Version OS build number and service pack.

CPU Info Processor type and speed in Mhz.

Total Physical Memory Amount of physical memory installed on the system.

Free Physical Memory Amount of physical memory not in use at the time of the query.

Total Virtual Memory Total amount of virtual memory the system is configured to support.

Free Virtual Memory Amount of virtual memory available at the time of the query.

Disk Space Disk space available and used on all local disk drives.

Page File Size Maximum size of the paging file.

ICM Information

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Screen 88

Field: Description:

ICM Version Major version number of the ICM product installed on the System.

Build Number Build number of the currently installed ICM product.

ICM NODE Unique identifier for an ICM node (for example, PG2A). The ICM node types

Engineering Special (Patch) Level

Patches Applied

Install Drive Drive on which ICM product is installed.

Install Side In a duplexed system, the side of the ICM that was last installed.

Customer Name(s) Customer name, or names, for a CICM.

Current Instance Defines which customer is selected for processing by the AW.

include:

y Router y Logger y PG y AW y Distributor

Indicates how many Engineering Special (patches) have been installed on the system.

Actual patches applied to the system can fall into two categories:

y Limited Release Patches (LRPs) y RollUp Patches (RUPs)

MDS Buffer

Domain Controller The Domain Controller or Active Directory server.

Version/Patch Info Version/patch information for all ICM components installed.

ICM Message Delivery System component information. Includes:

y Buffer Limit y Buffer Max Free y Clients

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Screen 89

Third-Party Information

Field: Description:

SQL Server

Internet Information Server (IIS)

ODBC Drivers

ICM database information. Includes:

y SQL Service Pack Version y SQL Config Settings y SQL Database Memory Available y SQL Database Memory In Use y SQL Disk Space Used y SQL Disk Space Free

Information on the IIS Web server. Includes:

y IIS Settings y Version

Information on Open Data Base Connectivity drivers utilized by various ICM components. Includes:

y ODBC driver versions y Service Pack Number y Hot Fixes

JTAPI Information on the Java Telephony API component of the IPCC solution.

Includes: Version

To Save System Information to a File

As desired, you can save current system information to a file in the Support Tools Repository (for example, as a backup before editing).

To save system information to a file:

1. If desired, click the Refresh button to ensure that the latest system data is displayed on the screen.

2. Click the Save button. A Save dialog box opens, displaying a default name for the file (Sysquery_<Hostname>_<Datetime>.xml).

3. Accept the default name or enter an alternate. Note that:  Files can only be saved to the Repository. Entering a path while saving has no

effect.

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Screen 90

 All files are saved to an XML-formatted text file. While you can enter any

extension you like, this will not affect the format in which the file is saved.

4. Click OK. The file is saved to the Repository on the Support Tools Server.

Subsequent to saving, you can view or download saved files by selecting System interrogate > Files from the Dashboard menu.

See Also

For related information, see:

About Cisco Web Utilities How to Configure SQL for Use with the System Interrogate Tool

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Screen 91

How to Use the Registry Screen

Use the Registry screen to:

• View the ICM Windows registry settings for the current system

• Save registry settings to a file

To open the Registry screen, from the Dashboard menu, select Cisco Web Tools > Registry.

Note: This utility is available to privileged users only . It will not appear on the Dashboard menu for non-privileged users.

To View an ICM Registry

The Registry screen automatically displays the ICM windows registry settings for the current system. Only ICM registry settings can be viewed through the screen; registry settings for other applications are not visible.

To view an ICM registry:

1. Click the Get Registry button. The Cisco branch of the current system's registry displays.

2. Expand any key branch by clicking its right arrow. View any key by clicking its name.

Note: If you suspect the system's registry settings have changed since you first connected to it, click the Refresh button to refresh the view of the current registry.

Viewing Registries for Multiple Customer Instances

For machines with multiple customer instances, the Registry screen only retrieves and displays the registry settings for one instance at a time. By default, the screen retrieves the registry for the first customer instance it encounters based on an alphabetical listing of instance names.

To retrieve the registry for a different instance:

1. In the registry tree, navigate to and expand the ICM branch. All customer instances are displayed. The currently loaded instance will display an arrow to the left of its name, indicating content.

2. Click the name of the instance whose registry you want to retrieve. A message

Cisco Support Tools 1.0 User Guide How to Use the Registry Screen 92

displays stating: "Data for this key has not been fetched."

3. Click the Fetch Registry link to retrieve registry data for that instance.

To Save Registry Settings to a File

As desired, you can save current registry settings to a file in the Support Tools repository (for example, as a backup before editing). Note that:

• Support Tools automatically downloads registry files at the time you connect to a system. If you suspect the system's registry settings have changed since you first connected to it, click the Refresh button to download the current registry.

• Saving saves the complete Cisco branch of your registry tree--not just the currently expanded portion of that branch.

To save registry settings to a file:

1. Click the Save button. A Save dialog box opens, displaying a default name for the file (Registry<Hostname><Datetime>.xml).

2. Accept the default name or enter an alternate. Note that:  Files can only be saved to the Repository. Entering a path while saving has no

effect.

 All files are saved to an XML-formatted text file. While you can enter any

extension you like, this will not affect the format in which the file is saved.

3. Click OK. The file is saved to the Repository on the Support Tools Server.

Subsequent to saving, you can view or download saved files by selecting Registry > Files from the Dashboard menu.

See Also

For related information, see:

About Cisco Web Utilities How to Use the Files Screen How to Use the Compare Registries Screen

For more information on specific ICM registry keys and settings, see:

Cisco TAC ICM Technical Notes on Cisco.com Your ICM (Enterprise, IPCC, and Hosted) Technical Documentation

Cisco Support Tools 1.0 User Guide How to Use the Registry Screen 93

How to Use the Files Screen

Use the Files screen to work with Support Tools files previously saved to the Support Tools Repository. You can:

• View saved files

• Rename saved files

• Delete saved files

• Download saved files

You can access the following saved file types through the screen:

• System Interrogate files

• Registry files

• Registry Comparison files

• Process files

• Services files

To open the Files screen, from the Dashboard menu, select Cisco Web Tools > <file_type> > Files. For example to view saved registry files, select Registry > Files. The Files screen automatically displays all of the files of that type currently stored in the Repository.

Note: This utility is available to privileged users only . It will not appear on the Dashboard menu for non-privileged users with the following exception: nonprivileged users can view System Interrogate files.

To View a Saved File

To view a saved file:

1. Check the file's Select check box.

2. Click the View button. The contents of the file displays.

3. To return to the file list, on the Dashboard menu, select <file_type> > Files.

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To Rename a File

To rename a saved file:

1. Check the file's Select check box.

2. Click the Rename button. A Save dialog opens, displaying the current name of the file.

3. Modify the name as desired. Note that all files are saved to an XML-formatted text file. While you can enter any extens ion you like, this will not affect the format in which the file is saved.

To Delete a File

To delete a file from the Repository:

1. Check the file's Select check box.

2. Click the Delete button.

To Download a File

As desired, you can download a copy of a file from the Repository to your local computer.

To download a file from the Repository:

1. Check the file's Select check box.

2. Click the Download button. A popup window opens containing two links: Download Text and Download XML.

3. To download a file:  As plain text with no XML formatting, right-click the Download Text link and

select Save Target As from the popup menu. A Save As dialog box opens.

 With any XML formatting intact, right-click t he Download XML link and select

Save Target As from the popup menu. A Save As dialog box opens.

4. Specify the location where you want to save the download.

5. Click Save.

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How to Use the Compare Registries Screen

Use the Compare Registries screen to:

• Compare the ICM Windows registry settings between: i. The current system and another system ii. The current system and a registry file stored in the Support Tools repository iii. Two registry files in the repository

• Copy values from one system to another, or from a file to the current system

• Save a comparison to a file in the Repository

To open the Compare Registries screen, from the Dashboard menu, select Cisco Web Tools > Compare Registries.

Note: This utility is available to privileged users only . It will not appear on the Dashboard menu for non-privileged users.

To Compare the Current System to Another

To compare registry settings from the current system to those of another system:

1. Select the Compare to Another System radio button.

2. Click the Compare Registries button. The systems list displays, showing all nodes defined in Support Tools.

3. Highlight the system you want to use.

4. Click the Compare Registries button.

To Compare the Current System to a Saved Registry File

To compare registry settings from the current system to those of a registry file previously saved in the Support Tools Repository:

1. Select the Compare to Saved Registry File radio button.

2. Click the Compare Registries button. A list of registry files saved in the Repository displays.

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3. Select the file you want to compare to.

4. Click the Compare Registry to File button.

To Compare Two Saved Registry Files

To compare the contents of registry settings from two registry files previously saved to the Support Tools Repository:

1. Select the Compare Two Saved Registry Files radio button.

2. Click the Compare Registries button. A list of registry files saved in the Repository displays.

3. Select the files you want to compare.

4. Click the Compare Registries Files button.

Understanding the Compare Registries Display

Once you have selected the systems or files you want to compare, the Compare Registries screen displays the comparison in a three-pane view as shown in this example:

A. The top pane shows the systems or files being compared. System 1, the current

system or first file being compared, is color-coded in brown bold. System 2 is color-coded in green italic bold.

B. The left-hand pane shows a tree view of keys which includes keys from both

systems.

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C. The right-hand pane shows (at the top) the path for the selected key, and

(beneath) values for that key. Each value is composed of three parts: a name, a type, and data. These are color coded as follows:

 Parts of a value are identical on both systems are shown in black normal font .  Parts of a value that exist only on System 1 are shown in brown bold.  Parts of a value that exist only on System 2 are shown in green italic bold.

Note: For information on how to copy key values from one system to another, see To Copy Keys Between Registries and Files below.

Viewing Registry Keys for Multiple Customer Instances

For machines with multiple customer instances, the Compare Registries screen only retrieves and displays the registry settings for one instance at a time. By default, the screen retrieves the registry for the first customer instance it encounters on each machine based on an alphabetical listing of instance names. (The currently loaded instance will display an arrow to the left of its name, indicating content.)

To retrieve the registry for a different instance:

1. In the registry tree, navigate to and expand the ICM branch. All customer instances are displayed. The currently loaded instance will display an arrow to the left of its name, indicating content.

2. Click the name of the instance whose registry you want to retrieve. A message displays stating: "Insufficient data available for comparison. "

3. Click the Compare Registries Again link to retrieve registry data for that instance.

To Copy Key Values Between Registries and Files

After initiating a registry comparison, you can copy specific key values from on e system to another in order to synchronize similar systems, or to correct missing or incorrect values on a system.

You can copy key values from one system to another or from a file to the current system. Note that you cannot copy values between files, or from a system to a file.

Caution: Incorrect modification of registry settings can have serious consequences. Do not change ICM registry settings unless it is absolutely necessary and you are fully aware of the ramifications. It is strongly advised that you first save a registry comparison to a file before making changes.

To copy registry key values:

1. With a comparison displayed, navigate the registry tree to the key whose value

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you want to copy.

2. Select the value by clicking its radio button. Values whose data cannot be copied (for example, because the values are already identical, or because you are comparing two files) will not have a radio button.

Note: For an explanation of key value color-coding, see Understanding th e Compare Registries Display above.

3. Click the appropriate Copy button (Copy 1 > 2 or Copy 2 >1) to indicate the direction in which the value should be copied. If you are comparing a system to a file, you can only copy to the system.

4. Continue selecting additional values, as desired. Values selected for copying are listed in the lower-right portion of the screen. As necessary, to undo:

 The most recent selection, click the Cancel button  All selections, click the Cancel All button

5. To proceed with changes, click the View Changes/Submit button. All pending changes are listed.

6. Click Submit to finalize your changes.

To Save a Registry Comparison to a File

As desired, you can save a registry comparison to a file in the Support Tools repository for future study or reference. Saving saves the complete retrieved Cisco branch of both registry trees--not just the currently expanded portion of that branch.

Note that in the case of machines with multiple customer instances, only values from the currently retrieved instances are included in the file.

To save a registry comparison to a file:

1. Click the Save button. A Save dialog box opens, displaying a default name for the file (RegCompare_<system1>_<system2>_<Datetime>.xml)...

2. Accept the default name or enter an alternate. Note that:  Files can only be saved to the Repository. Entering a path while saving has no

effect.

 All files are saved to an XML-formatted text file. While you can enter any

extension you like, this will not affect the format in which the file is saved.

3. Click OK. The file is saved to the Repository on the Support Tools Server.

Subsequent to saving, you can view or download saved files by selecting Compare Registries > Files from the Dashboard menu.

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See Also

For related information, see:

About Cisco Web Utilities How to Use the Files Screen How to Use the Registry Screen

For more information on specific ICM registry keys and settings, see:

Cisco TAC ICM Technical Notes on Cisco.com Your ICM (Enterprise, IPCC, and Hosted) Technical Documentation

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Cisco Support Tools User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Table of Contents

About Cisco Support Tools Documentation

Part 1: Support Tools Overview

About Cisco Support Tools 1.0(1)

About Support Tools Components

About Support Tools Network Topology

About Support Tools Utilities

About the Support Tools Dashboard

About Support Tools Security

About Support Tools Platforms

Frequently Asked Questions About Support Tools

Section I. Installing Support Tools

About Installing Support Tools

How to Collect Information for a Support Tools Installation

How to Create Support Tools User Groups

How to Create the Distinguished User Account

How to Install the Support Tools Server

About Support Tools Node Hardware and Software Prerequisites

How to Install the Support Tools Node

How to Enable Ports for Support Tools

How to Test the Support Tools Installation

Section II. Configuring Support Tools

About Configuring Support Tools

How to Modify Support Tools Basic Configuration

How to Disable Continuous Virus Scan for the Repository

How to Configure the Dashboard Login for SSL

How to Modify the Process Information List

How to Uninstall Support Tools

How to Re-Install Support Tools

Part 3: Using the Support Tools Dashboard

About Using the Dashboard for the First Time

How to Access the Support Tools Dashboard

How to Use the Select System Screen

How to Use the System Management Screen

How to End a Dashboard Session

About Dashboard Troubleshooting

Part 4: Using Support Tools Utilities

Section I. Using Cisco Web Utilities

About Cisco Web Utilities

How to Use the System Interrogate Screen

How to Use the Registry Screen

How to Use the Files Screen

How to Use the Compare Registries Screen