Cisco Support Tools User Manual

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?

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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

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