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;
yHow 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
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
Privileged
Users Only:
X
X
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:
X
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
AWs, PGs, Call
Routers,
Loggers
X
X
X
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
X
X
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
All Support
Tools nodes
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
All Support
Tools nodes
All Support
Tools nodes
All Support
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
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
X
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
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
X
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
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
All Support
Tools nodes
X
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
All Support
Tools nodes
X
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
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