Cisco Technical Support Presentation
Using the Cisco Technical Support & Documentation Website
for Voice Issues
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© 2006 Cisco Systems, Inc. All rights reserved.
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Agenda
• Cisco Technical Support
& Documentation
Website Overview
• Planning and Design
• Implementation
• Operation
• Contacting the Cisco TAC
• Additional Resources
and Conclusion
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Technical Support &
Documentation Website Overview
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© 2006 Cisco Systems, Inc. All rights reserved.
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Technical Support Services becomes part of
the Lifecycle Portfolio
Operate
Optimize
Prepare
Technical Support delivers the
portfolio of Operate and Optimize
services targeted at different
customer needs such as:
• Troubleshooting
• Hardware and software support
• Systems monitoring and
management
• Optimization assessment
Optimize
Plan
Operate
Design
Implement
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco.com Website
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Technical Support & Documentation
Website
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© 2006 Cisco Systems, Inc. All rights reserved.
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Product Support
Consolidated
technical
resources;
organized by:
• General Information
• Downloads
• Reference Guides
• Design
• Install and Upgrade
• Configure
• Maintain and Operate
• Troubleshoot and
Alerts
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Product Support
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Technology Support
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Planning and Design
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IP Telephony Readiness Assessment Tool
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IP Telephony Readiness Assessment
• Web-based interactive application
• Leads customers through key
concepts for planning and designing
IP telephony solutions
• Provides insight into potential
services beneficial to customers
• Available to Cisco.com registered
customers
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© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco CallManager Compatibility Matrix
• Check supported versions combination
• Plan upgrades
• Take into account 3rd party applications
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© 2006 Cisco Systems, Inc. All rights reserved.
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Hardware Information
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Software Advisor
• Determines
compatibility and
feature information
for Cisco IOS ® and
Catalyst ® Operating
System software
• New features
include:
“Configurator”
Expanded results
page
Advanced
options for
managing your
product profiles
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© 2006 Cisco Systems, Inc. All rights reserved.
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Software Advisor –
Find Software Compatible with my Hardware
Matches your hardware with available Cisco software
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© 2006 Cisco Systems, Inc. All rights reserved.
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Software Advisor –
Find Software Compatible with my Hardware
Compare software that supports the device you configured
Results
page
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© 2006 Cisco Systems, Inc. All rights reserved.
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Voice Codec Bandwidth Calculator
Determines
bandwidth
used
by different
codecs with
various
protocols
over different
media
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© 2006 Cisco Systems, Inc. All rights reserved.
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Voice Codec Bandwidth Calculator
Example
Codec
Information:
• Bandwidth per
call (VoIP)
• Total Bandwidth
Required (VoIP)
•Packet Size
Calculation
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Implementation
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Phones – IP Phone Registration
Cisco 7920 Wireless IP Phone with WEP Keys VLANs and Leap
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Gateways – Software Upgrade Procedures
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Gateways – Bringing the link up:
E1/T1 TS Flowcharts
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Gateways – Background Information
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Understanding Dial-Peers and Call Legs
on Cisco IOS Platforms
• Call
processing
on routers
• Proper
gateway
configuration
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© 2006 Cisco Systems, Inc. All rights reserved.
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Understanding Dial-Peers and Call Legs
Default dialpeer “0”
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H.323 Gateway Registration and
Configuration
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H.323 Gateways with Call Manager
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H.323 Gateway Registration and
Configuration
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H.323 Gateways with Call Manager
Redundancy
• Typical issues
that arise
• Initial testing of
the gateways
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H.323 Gateway Registration and
Configuration
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H.323 Gateway Registration and
Configuration
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H.323 Gateway Registration and
Configuration
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Signalling Connection Control Protocol
(SCCP) Gateway
Alternative to IOS Gateways
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Common Issues
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Fax Troubleshooting
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Dial Plans
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Applications and Tools: Interactive Voice
Response (IVR)
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Cisco Unity Software ™
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Cisco Unity Software
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Cisco Unity Software
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Cisco Unity Software
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Voice Quality
• Echo
• One-Way
Voice
• Noise
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© 2006 Cisco Systems, Inc. All rights reserved.
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TAC Case Collection
• Free text query
• Guided search
• Search by
solution number
• View All
Solutions
• Suggests
solutions that
come from
actual service
requests taken
by TAC
engineers
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TAC Case Collection
Free text query
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TAC Case Collection
• Tool will clarify the problem area and frequency
• Edit problem type if query has been misunderstood
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TAC Case Collection
• Search results
table
• Click “View
Solution” links to
be taken to
solutions
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TAC Case Collection
Detailed solution page
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Operation
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Possible Operational Issues
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Possible Operational Issues
Event Viewer Messages
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Cisco CallManager Service Crash
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Possible Operational Issues
Troubleshooting DC Directory
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Possible Operational Issues –
Troubleshooting SQL Replication
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
• Research a
software upgrade
or troubleshoot
• Enter known bug
ID
• Search bugs
related to Cisco
IOS ® Software by
release
• Search for bugs in
other Cisco
software or
hardware
- Upgrade
troubleshooting
example:
Cisco CallManager
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
Search criteria:
• Version or revision
• Keywords
• Advanced options, for
example, severity level and
bug status group
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
Your search criteria
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© 2006 Cisco Systems, Inc. All rights reserved.
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Bug Toolkit
Individual Bug Details
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© 2006 Cisco Systems, Inc. All rights reserved.
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Contacting the Cisco TAC
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TAC Service Request Tool
• Create or query your Service Requests from the
Technical Support & Documentation site
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© 2006 Cisco Systems, Inc. All rights reserved.
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Describe
Problem Page
• Add more
information for
your TAC
engineer
• Choose options
that most
closely match
your technical
support issue
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© 2006 Cisco Systems, Inc. All rights reserved.
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Specify Product Page
Show Product drop
down selections:
• All contracts in
user’s profile
or
• All Cisco Products
“Show only products
related to your
Technology Category”
checkbox (default)
• Lists Product Family
values filtered by
Tech/Subtech
selected on previous
page.
• Uncheck to expand
the list of Product
Families
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© 2006 Cisco Systems, Inc. All rights reserved.
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Location Page
• New filters at top of
page to aid user in
finding contract/site
information more
quickly
• If user cannot find
site, choose “Select
if product is not at
any sites listed for
this contract” and
continue
• Choose “Select a
different contract”
Radio button at
bottom to enter a
different contract
number
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© 2006 Cisco Systems, Inc. All rights reserved.
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Finish Request Page
• User can review/edit
Service Request
details by the Edit
Details link.
• Service Request # is
displayed
• From here user can:
Upload Files
Update Service
Request
Create a new
request
Link to TAC Case
Collection
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© 2006 Cisco Systems, Inc. All rights reserved.
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Additional Resources and
Conclusion
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Search
Example:
• When logged in with registered Cisco.com user name, enter bug ID
• Click “Go”
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© 2006 Cisco Systems, Inc. All rights reserved.
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Search
Results page
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Search
Links you directly to the release notes in Bug Toolkit
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My Tech Support
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Cisco Technical Support Newsletter
Subscribe at:
www.cisco.com/techsupport/newsletter
• Receive the
latest technical
information and
tool updates
• Subscribe at
above URL or
via subscribe
link at
www.cisco.com/
techsupport
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© 2006 Cisco Systems, Inc. All rights reserved.
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Training Resources
Cisco Technical
Support Seminars
• Learn how to
navigate the Cisco
Technical Support &
Documentation
Website for technical
resources
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© 2006 Cisco Systems, Inc. All rights reserved.
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Conclusion
Benefits of the Cisco Technical
Support & Documentation Website
include:
• Improved navigation
• Enhanced search capabilities
• One location for all technical
documentation
• Direct access to the TAC
Service Request Tool
• Personalization feature –
My Tech Support
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© 2006 Cisco Systems, Inc. All rights reserved.
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