Cisco Technical Support Presentation Using the Cisco Technical Support & Documentation Website for Voice Issues Session Number Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 1 Agenda • Cisco Technical Support & Documentation Website Overview • Planning and Design • Implementation • Operation • Contacting the Cisco TAC • Additional Resources and Conclusion Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 2 Cisco Technical Support & Documentation Website Overview Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 3 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 4 Cisco.com Website Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 5 Cisco Technical Support & Documentation Website Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 6 Product Support Consolidated technical resources; organized by: • General Information • Downloads • Reference Guides • Design • Install and Upgrade • Configure • Maintain and Operate • Troubleshoot and Alerts Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 7 Product Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 8 Technology Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 9 Planning and Design Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 10 IP Telephony Readiness Assessment Tool Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 11 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 12 Cisco CallManager Compatibility Matrix • Check supported versions combination • Plan upgrades • Take into account 3rd party applications Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 13 Hardware Information Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 14 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 15 Software Advisor – Find Software Compatible with my Hardware Matches your hardware with available Cisco software Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 16 Software Advisor – Find Software Compatible with my Hardware Compare software that supports the device you configured Results page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 17 Voice Codec Bandwidth Calculator Determines bandwidth used by different codecs with various protocols over different media Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 18 Voice Codec Bandwidth Calculator Example Codec Information: • Bandwidth per call (VoIP) • Total Bandwidth Required (VoIP) •Packet Size Calculation Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 19 Implementation Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 20 Phones – IP Phone Registration Cisco 7920 Wireless IP Phone with WEP Keys VLANs and Leap Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 21 Gateways – Software Upgrade Procedures Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 22 Gateways – Bringing the link up: E1/T1 TS Flowcharts Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 23 Gateways – Background Information Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 24 Understanding Dial-Peers and Call Legs on Cisco IOS Platforms • Call processing on routers • Proper gateway configuration Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 25 Understanding Dial-Peers and Call Legs Default dialpeer “0” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 26 H.323 Gateway Registration and Configuration Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 27 H.323 Gateways with Call Manager Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 28 H.323 Gateway Registration and Configuration Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 29 H.323 Gateways with Call Manager Redundancy • Typical issues that arise • Initial testing of the gateways Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 30 H.323 Gateway Registration and Configuration Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 31 H.323 Gateway Registration and Configuration Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 32 H.323 Gateway Registration and Configuration Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 33 Signalling Connection Control Protocol (SCCP) Gateway Alternative to IOS Gateways Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 34 Common Issues Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 35 Fax Troubleshooting Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 36 Dial Plans Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 37 Applications and Tools: Interactive Voice Response (IVR) Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 38 Cisco Unity Software ™ Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 39 Cisco Unity Software Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 40 Cisco Unity Software Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 41 Cisco Unity Software Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 42 Voice Quality • Echo • One-Way Voice • Noise Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 43 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 44 TAC Case Collection Free text query Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 45 TAC Case Collection • Tool will clarify the problem area and frequency • Edit problem type if query has been misunderstood Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 46 TAC Case Collection • Search results table • Click “View Solution” links to be taken to solutions Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 47 TAC Case Collection Detailed solution page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 48 Operation Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 49 Possible Operational Issues Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 50 Possible Operational Issues Event Viewer Messages Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 51 Cisco CallManager Service Crash Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 52 Possible Operational Issues Troubleshooting DC Directory Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 53 Possible Operational Issues – Troubleshooting SQL Replication Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 54 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 55 Bug Toolkit Search criteria: • Version or revision • Keywords • Advanced options, for example, severity level and bug status group Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 56 Bug Toolkit Your search criteria Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 57 Bug Toolkit Individual Bug Details Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 58 Contacting the Cisco TAC Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 59 TAC Service Request Tool • Create or query your Service Requests from the Technical Support & Documentation site Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 60 Describe Problem Page • Add more information for your TAC engineer • Choose options that most closely match your technical support issue Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 61 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 62 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 63 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 64 Additional Resources and Conclusion Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 65 Search Example: • When logged in with registered Cisco.com user name, enter bug ID • Click “Go” Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 66 Search Results page Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 67 Search Links you directly to the release notes in Bug Toolkit Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 68 My Tech Support Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 69 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 70 Training Resources Cisco Technical Support Seminars • Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 71 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. 72