Release Notes for Cisco Customer Voice Portal,
Release 3.1(0) Service Release 1
Updated 4/10/09
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Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
1
This document updates the April 2006 version with the following changes:
Section and Page
Notes
Date Added
Added “Importan Notes” section
to page 4.
Turning on Subfacilities tracing/debugging
can result in a fully loaded state.
April 10, 2009
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
2
Table of Contents
Release Notes for Cisco Customer Voice Portal, Release 3.1(0) Service Release 1
Introduction................................................................................................................................................... 4
New Features................................................................................................................................................ 4
UUI as Correlation ID.................................................................................................................................. 4
UUI Propagated to ICM by the Application Server.......................................................................................... 8
Outgoing CLI Override............................................................................................................................... 12
Alternate Gatekeeper Support................................................................................................................... 14
Changes ..................................................................................................................................................... 15
Required Software ....................................................................................................................................... 15
Documentation Updates ............................................................................................................................... 15
Known Caveats............................................................................................................................................ 15
Resolved Caveats ........................................................................................................................................ 16
Obtaining Documentation ............................................................................................................................. 16
Cisco.com ............................................................................................................................................... 16
Product Documentation DVD ..................................................................................................................... 16
Ordering Documentation........................................................................................................................... 17
Documentation Feedback.......................................................................................................................... 17
Cisco Product Security Overview.................................................................................................................... 17
Reporting Security Problems in Cisco Products ................................................................................................ 17
Obtaining Technical Assistance..................................................................................................................... 18
Cisco Technical Support & Documentation Website..................................................................................... 18
Submitting a Service Request.................................................................................................................... 19
Definitions of Service Request Severity...................................................................................................... 19
Obtaining Additional Publications and Information .......................................................................................... 19
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
3
Introduction
This document describes the Cisco Customer Voice Portal (CVP), Release 3.1(0) Service Release 1.
Please review this document before installing and using CVP 3.1(0) SR1.
Important Notes
Turning on Subfacilities tracing/debugging can result in a fully loaded
state
If CVP Subfacility debugging is enabled in a production environment, the system may enter a Fully Loaded
State. Do not enable debugging. Only use debugging if directed by a Cisco TAC engineer during off-peak
hours or during a maintenance window. For additional details see CSCsy95874.
New Features
CVP is a Web-based platform that provides carrier-class Interactive Voice Response (IVR) and IP
switching services on Voice Over IP (VoIP) networks. CVP 3.1(0) SR1 introduces the following four new
features:
ƒ
ƒ
ƒ
ƒ
UUI as Correlation ID
The User-to-User Information (UUI) from the incoming call can be used as a Correlation ID in the
Advanced Speech Model.
UUI Propagated to ICM by the Application Server
The UUI extracted from the incoming call is passed to the ICM scripting environment by the CVP
Application Server.
Outgoing CLI Override
CVP introduces a new ECC Call Variable user.microapp.override_cli in the ICM scripting
environment. The value of this variable is appended to the label returned by ICM.
Alternate Gatekeeper Support
CVP Voice Browser supports alternate gatekeepers.
UUI as Correlation ID
This feature applies only to the Customer Voice Portal Advanced Speech Model.
CVP uses the User-to-User Information (UUI) from the incoming call as a Correlation ID in the Advanced
Speech Model. This feature allows customers to transfer Correlation IDs through their network, for
example, when using a Call Routing Service Protocol (CRSP) NIC for call control.
The network typically has no place to store a Correlation ID so it must be “hidden” in the ISDN setup that
arrives at the IOS gateway and then extracted by the gateway. The UUS parameter (often known as the
User-to-User Information (UUI) of the Generic Transparency Descriptor (GTD) data can be used to
“hide” the Correlation ID, provided the call control client has the capability of inserting a Correlation ID
value into the GTD.
When the call arrives at the gateway from the network, the call control client extracts the value and appends
it to the DNIS before sending an HTTP request to the Type3 Customer Voice Portal Application Server.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
4
How it Works
The call control client (such as the CRSP NIC) inserts the desired Correlation ID value into the dat field of
the UUS parameter of the NSS IAM message. These NSS messages are used as the basis of building the
GTD data that ultimately arrives at the IOS gateway from the PSTN. Refer to the ITU-T Narrowband
Signaling Syntax spec (Q.1980.1) for a detailed description of the IAM message and UUS parameter,
included below for convenience. Note that the dat field contains pairs of hexadecimal digits. This means
that if the Correlation ID is “12345”, the dat field must be populated as “3132333435”. The gateway
bootstrap.tcl script converts back to “12345” before appending to the DNIS and passing to the CVP
Application Server in the HTTP URL.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
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7.3.108 User-To-User Information (UUS)
Format: UUS,pd=a,dat=1*(2Hex)
Fields:
Field-01: pd - protocol discriminator
a description
- ----------0 - user-specific protocol
1 - OSI higher layer protocols
2 - ITU-T Rec. X.263 (replaces ITU-T Rec. X.244)
3 - IA5 characters (are contained in field 2)
4 - ITU-T Recs X.208 and X.209 coded user information
5 - ITU-T Rec. V.120 rate adaption
6 - ITU-T Recs Q.931/I.451 user-network call control messages
Field-02: dat - user-to-user info
1*(2h) description
------ ----------1*(2h) - one or more pairs of characters (0-9, A-F) representing a
hexadecimal encoding (see clause 5.1).
Configuring the Gateway
Configure the following on the gateway:
conf t
application
service <your-cvp-service-name>
param use-uui-as-corrid Y (See Note 1)
param correlation-gtd-attribute XXX(See Note 2)
param correlation-gtd-instance N (See Note 2)
param correlation-gtd-field YYY (See Note 2)
dial-peer voice pots 123
service <your-cvp-service-name>
Note 1: This is a mandatory parameter to enable this feature. Note that you will see the message
“Warning: parameter use-uui-as-corrid has not been registered under isnapp namesp” when you activate
this parameter. This is a benign error that you can ignore.
Note 2: These parameters are optional. They need only be specified if the call control client placed the
Correlation ID in a GTD parameter other than uus.dat.
Debugging Tips
On the gateway, turn on:
debug voip application script
debug gtd
In the gateway log, look for the GTD values:
6616806: *Jan 31 17:12:41.220: cdapi_find_tsm: Found a gtd msg of length
144:
6616807: *Jan 31 17:12:41.220: gtd msg = "IAM,
PRN,isdn*,,ATT5*,
USI,rate,c,s,c,1
USI,lay1,ulaw
TMR,00
CPN,00,,u,5900
CPC,09
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
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FCI,,,,,,,y,
UUS,3,3132333435 ---------------------Æ This is the UUI that will become the Correlation ID
12345
GCI,87c0c79d91dd11daa9c4000bfda207f2"
Assuming the incoming DNIS was 5900, the modified DNIS that will be passed to the CVP Application
Server (and ICM) is 590012345.
6616907: *Jan 31 17:22:05.964: //1287952//TCL :/tcl_PutsObjCmd: >>> CVP
bootstrap.tcl: D85A336B.91DE11DA.A9C8000B.FDA207F2: modified DNIS is
590012345.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
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UUI Propagated to ICM by the Application Server
The UUI extracted from the incoming call is passed to the ICM scripting environment by the CVP
Application Server. This feature enables capturing data from an external system (for example, callerentered digits from a third-party IVR) and passing that data to ICM on a new call. This can be
accomplished by populating the UUS parameter (often known as the UUI) in the IAM message of the GTD
(Generic Transparency Descriptor) data that is sent to the gateway from the network in the Q.931 setup
message. The gateway and CVP can extract this data and send it to ICM on a new call.
Additionally, other parameters in the GTD can also be extracted and sent to ICM if the user chooses. Any
parameter contained in the NSS IAM message can be extracted as long as the ingress IOS gateway also
extracts it. Refer to
http://www.cisco.com/en/US/partner/products/sw/iosswrel/ps5207/products_configuration_guide_chapter0
9186a008020ecef.html for a description of all the GTD fields IOS 12.4 will extract. Also refer to the ITU-T
Narrowband Signaling Syntax spec (Q.1980.1) for a detailed description of the IAM message. This feature
is available in CVP Comprehensive and Advanced Speech Models and can be used with any CVP VRU
type.
How It Works
The external system inserts the desired values into the dat field of the UUS parameter of the NSS IAM
message. These NSS messages are used as the basis for building the GTD data that ultimately arrives at the
IOS gateway from the PSTN. Note that the UUS dat field is represented by pairs of hexadecimal digits.
This means that if the external system wants to pass “12345” in the UUS dat field, it will arrive to the
gateway with the following representation: “3132333435”. By default, this 2-byte hexadecimal value is
passed to ICM. The ICM script must manipulate this value using the Formula Editor. The user can
specify an option on the gateway or the CVP Voice Browser to convert to the 1-byte ASCII representation
(i.e “12345”) before passing to ICM.
Any data that cannot be represented by a printable ASCII character will be replaced with a “.” character.
Therefore, if the incoming GTD data from the network contains binary data (such as counters), this option
should not be used since it will result in a loss of valuable information. Additionally, other fields from the
IAM message can also be utilized, if desired.
How that data moves from the gateway to the ICM differs depending on the deployment model used. The
format in which the data appears in ICM will also be somewhat different based on the deployment model.
In any case, ICM 7.1(1) and beyond will accommodate a maximum length of 131 characters. Before that
release, ICM will only accommodate a maximum length of 36 characters (see bug CSCsd30668).
1.
Advanced Speech Model
• The bootstrap.tcl file on the gateway extracts the GTD fields that the user has
configured. By default, the UUS.dat is extracted, if user specifies nothing.
• That data is then passed to the CVP Application Server in the HTTP URL as the
CALL_UUI.
• The Application Server places the CALL_UUI data in the GED-125 UUI variable which
is then passed to ICM. ICM makes that data available in the Call.UserToUserInfo field
in the ICM script. It also stores it in the UserToUser column in the TCD (Termination
Call Detail record) in the database.
2.
Comprehensive Model
• GTD data is passed to the CVP Voice Browser automatically in the H.323 setup in the
NonStandardControl element. No gateway configuration is necessary.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
8
•
•
•
The CVP Voice Browser extracts the GTD fields the user has configured using
VBAdmin. By default the UUS is extracted, if the user specifies nothing.
That data is then passed to the CVP Application Server in the HTTP URL as the
CALL_UUI.
The Application Server places the CALL_UUI data in the GED-125 UUI variable, which
is then passed to ICM. ICM makes that data available in the Call.UserToUserInfo field
in the ICM script. It also stores it in the UserToUser column in the TCD (Termination
Call Detail record) in the database.
Configuring CVP to Propagate UUI to ICM
The following examples assume that the following GTD data arrived from the network:
6616807: *Jan 31 17:12:41.220: gtd msg = "IAM,
PRN,isdn*,,ATT5*,
USI,rate,c,s,c,1
USI,lay1,ulaw
TMR,00
CPN,00,,u,5900
CPC,09
FCI,,,,,,,y,
UUS,3,3132333435
GCI,87c0c79d91dd11daa9c4000bfda207f2
Example 1: Advanced Speech Model
Assume that you want to extract UUS.dat and convert it to ASCII before sending to ICM. Additionally,
you also want to extract CPC.cpc. Note that you can extract up to 20 GTD fields.
On the gateway:
conf t
application
service your-cvp-service-name
param gtd-attribute0 uus
param gtd-field0 dat
param gtd-format0 ascii
param gtd-attribute1 cpc
param gtd-field1 cpc
dial-peer voice pots 123
service your-cvp-service-name
The data that will appear in ICM UserToUserInfo will look as follows. Note that two semicolons delimit
NSS parameters. Fields within the NSS parameter are delimited by a comma.
uus.dat,12345;;cpc.cpc,09;;
Example 2: Comprehensive Model
Assume that you want to extract UUS and convert it to ASCII before sending to ICM. Additionally, you
also want to extract CPN data. Note that unlike with Advanced Speech, you cannot extract to field level –
it is all-or-nothing for a parameter. In other words, if you wanted to extract the CPN noa field, you also
will also extract the CPN inn, noi, and # fields as well.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
9
On the CVP Voice Browser, execute the following command from VBAdmin:
setUUI “UUS:2 , CPN”
The “:2” means convert the second field in the UUS parameter string to ASCII before sending to ICM.
The data that will appear in the ICM UserToUserInfo will look as follows. Note that two semicolons
delimit NSS parameters. Fields within the NSS parameter are delimited by a comma.
UUS,3,12345;;CPN,00,,u,5900;;
Debugging Tips
a) Advanced Speech Model
On the gateway, execute these commands:
debug voip application script
debug gtd
In the gateway log, look for the GTD values:
6616806: *Jan 31 17:12:41.220: cdapi_find_tsm: Found a gtd msg of
length 144:
6616807: *Jan 31 17:12:41.220: gtd msg = "IAM,
PRN,isdn*,,ATT5*,
USI,rate,c,s,c,1
USI,lay1,ulaw
TMR,00
CPN,00,,u,5900
CPC,09
FCI,,,,,,,y,
UUS,3,3132333435
GCI,87c0c79d91dd11daa9c4000bfda207f2"
Look for the GTD values sent to the ICM using the CVP Application Server:
>>> CVP bootstrap.tcl: 87C0C79D.91DD11DA.A9C4000B.FDA207F2: UUI
sent to ICM is uus.dat,12345;;cpc.cpc,09;;
b) Comprehensive Model
CVP Voice Browser debugging
In VBAdmin, execute the following commands:
setH323Trace on
setIntTrace on
The Voice Browser log will show the GTD that arrives from the gateway and subsequently the CALL_UUI
string that is passed to the CVP Application Server. Note that because of URL-encoding, the string that is
shown in the CVP logs may not appear totally correct. The validity of the data should be checked in the
ICM script or TCD record.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
10
10:13:25 VoiceBrowser-VB Trace: 00000009: H323: gtd = IAM,
PRN,isdn*,,ATT5*,
USI,rate,c,s,c,1
USI,lay1,ulaw
TMR,00
CPN,00,,u,5900
CPC,09
FCI,,,,,,,y,
GCI,ec0fbfed926911da8aa8ccd458cce346
10:13:28 VoiceBrowser-VB Trace: 00000009: INTF: Fetching VXML.
URL: chleblanmcs:8000/servlet/isn?MSG_TYPE=CALL_NEW&ERROR_CODE=0&CLIENT_TYPE=IS
N&CALL_ID=ec0fbfed-9269-11da-8aa8ccd458cce346&CALL_DNIS=5900&CALL_UUI=CPC,09
GCI,ec0fbfed926911da8aa8ccd458cce346
&
ICM data debugging
The UserToUser column in the t_Termination_Call_Detail table database record in the data base should
contain the value of the GTD that got passed. It can also be accessed from the Call.UserToUserInfo call
variable in ICM Script Editor.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
11
Outgoing CLI Override
CVP introduces a new ECC Call Variable user.microapp.override_cli in the ICM scripting environment.
The value of this variable is appended to the label returned by ICM.
Calling Line Identification (CLI) is a set of digits and related indicators (type of number, numbering, plan
identification, screening indicator, presentation indicator) that provide numbering information related to the
calling party. This feature allows customers to override the CLI field on outgoing transfers, using either a
Label node or an ECC variable in the ICM routing script. This feature is required for transfers into Unity,
which uses both ANI and DNIS to determine the appropriate mailbox to access. CLI is passed through most
networks and into most call-handling devices, so this feature provides a back-door method to transmit
arbitrary data during transfers when translation routing is not feasible.
This feature introduces a new ECC variable call.user.microapp.override_cli, which customers must
configure to enable this feature.
How It Works/Configuration
CLI override is controlled from the ICM routing script. The user can do it one of two ways:
1.
Append “CLI=NNNNNNNN” to the label in a LABEL node. Setting NNNNNNNN to the word
null will blank out the CLI on the transfer.
Example:
Setting a label node to 1111;CLI=9876543 results in a transfer to 1111 using a CLI of 9876543.
Example:
Setting a label node to 1111;CLI=null results in a transfer to 1111 using an empty CLI.
2.
Set ECC variable call.user.microapp.override_cli before invoking a transfer using Queue to Skill
Group, Label node, etc. The call.user.microapp.override_cli ECC variable must be added and
enabled in Enterprise->Expanded Call Variable List. Set the maximum length to the maximum
length of the data that will be used for CLI override. The CVP Application Server must be
restarted after adding this variable to ICM. Setting the variable to the word null will blank out the
CLI on the transfer.
Example:
Setting ECC variable call.user.microapp.override_cli to 9876543 prior to a Queue to
SkillGroup where agent 1111 becomes available results in a transfer to 1111 using a CLI of
9876543.
Example:
Setting ECC variable call.user.microapp.override_cli=null prior to a Queue to Skill Group
where agent 1111 becomes available results in a transfer to 1111 using an empty CLI.
If both of the above methods are used in one routing script, the LABEL node CLI value takes precedence
over the ECC variable.
CLI override takes precedence over the SetSetupCallingNum command in VBAdmin. That is, the
new CLI will always be propagated to the transfer call leg regardless of the value of
ShowSetupCallingNum.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
12
CLI override also forces the presentationIndicator to presentationAllowed on the transfer
call leg.
Debugging Tips
CVP Voice Browser Debugging
In VBAdmin, execute the following command:
setIntTrace on
The CVP Voice Browser log should display the following message when it is executing CLI Override:
03:32:52 VoiceBrowser-VB Trace: 00000003: INTF: Overriding old CLI with
new CLI 876543 : DNIS = 5900 : CID = 20efcd51-92fb-11da-8b50ccd458cce346
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
13
Alternate Gatekeeper Support
The CVP Voice Browser can use an alternate gatekeeper in the event that the primary configured
gatekeeper fails. Most customers want redundant gatekeepers, so CVP has always supported paired
gatekeepers in a Hot Standby Router Protocol (HSRP) configuration. HSRP provides a single (virtual) IP
address behind which two gatekeepers can operate. However, HSRP is a relatively old protocol which has a
number of shortcomings, most notably that the two gatekeepers in a pair must be co-located at the same
site. This confounds customers' attempts to provide geographic redundancy, and requires such customers to
purchase twice as many gatekeepers as they would otherwise need.
How It Works
The CVP Voice Browser can be configured with a list of up to five gatekeepers. When the Voice Browser
starts, it attempts to register to the first gatekeeper in the list. If the registration is not successful, it
proceeds to sequentially try the remainder of the gatekeepers in the list until a successful registration
occurs. The Voice Browser stays registered to that gatekeeper until either:
• That gatekeeper has some kind of failure. The Voice Brower recognizes a gatekeeper failure in
the following ways:
o The periodic RAS RRQ (registration request) to the gatekeeper times out or is rejected.
o An ARQ (admission request) on a transfer times out.
o The gatekeeper proactively tells the Voice Browser to unregister, such as when the
administrator does a shutdown on the gatekeeper configuration.
• The user executes another setGK from VBAdmin. This will cause the Voice Browser to register
with the first gatekeeper in the list, if that gatekeeper is available, otherwise it will once again do a
sequential attempt.
The CVP Voice Browser goes out of service when it detects a gatekeeper failure and stays out of service
until it can successfully register to another gatekeeper. During the period that it is out of service, new calls
will be rejected by the CVP Voice Browser. The ingress gateway will need to take an alternate routing
action for those incoming calls (for example, invoke CVP survivability, or reject the call back to the PSTN
network to take alternate call routing action). Calls that are in service will generally be unaffected. This is
because either the call has already been transferred or by the time the call needs to be transferred (the only
time that the gatekeeper is needed by the CVP Voice Browser). The CVP Voice Browser has most likely
already registered to an alternate gatekeeper. However, there is a risk of a timing condition where one or
both of the endpoints involved in the transfer (CVP or the target H.323 endpoint) may not have had a
chance to register to the alternate gatekeeper. There is a possibility that these calls may be dropped unless
survivability and ICM scripting actions have been taken to compensate for the failure.
Although the CVP Voice Browser does not support Gatekeeper Update Protocol (GUP) clustering, there is
no reason that the gatekeepers cannot be defined as part of a GUP cluster. In this way, other H.323
endpoints that do support clustering (such as Cisco CallManager and IOS gateways) can take advantage of
the benefits of GUP. CVP will simply ignore GUP messages, such as when one of the gatekeepers in the
cluster becomes overloaded. CVP would use one or more of the gatekeepers in the cluster as the alternate
gatekeepers in its list and detect failure according to the rules mentioned in the bullets above. It is
important to note that you must explicitly itemize all the gatekeepers in the cluster using setGK in
VBAdmin. If CVP supported GUP clustering, it would only need to register to one of the gatekeepers and
the gatekeeper would send CVP the list of gatekeepers in the cluster upon registration.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
14
Configuring Alternate Gatekeeper Support in CVP
Use the setGK command in VBAdmin to set a list of gatekeepers to which the CVP Voice Browser will
register.
Example: Configuring an Alternate Gatekeeper in CVP
From CVP Voice Browser VBAdmin:
1. setGK 10.86.129.33
Sets up a single gatekeeper to which the Voice Browser will register.
2. setGK 10.86.129.33:zonename1
Sets up a single gatekeeper to which the Voice Browser will register to the zone in the gatekeeper
named zonename1.
3. setGK 10.86.129.33, 10.86.129.34, 10.86.129.35
Sets up 3 gatekeepers to which the Voice Browser could register. In each case, the Voice Browser
will register to the first local zone that is configured in that gatekeeper. It will also use the default
RAS port 1719.
4. setGK 10.86.129.33:zonename1:1718, 10.86.129.34
The Voice Browser first attempts to register to gatekeeper 10.86.129.33 with local zone
zonename1on port 1718. If that gatekeeper fails, the Voice Browser attempts to register to
10.86.129.34 on port 1719 with the first local zone defined on that gatekeeper.
Changes
The only changes to CVP software in CVP Version 3.1(0) SR1 are defect fixes to CVP Voice Browser and
CVP Application Server.
Required Software
Please refer to the Cisco Customer Voice Portal (CVP) Software Release 3.1(0) Bill of Materials for up-todate supported versions of software with which each Cisco Customer Voice Portal (CVP) component was
qualified during testing.
http://www.cisco.com/univercd/cc/td/doc/product/icm/isn/cvp31/bom.pdf
Documentation Updates
None.
Known Caveats
This section lists known severity 1, 2, and selected 3 caveats related to the testing of CVP components in
CVP Version 3.1(0) SR1, which were not resolved at the time this document was written.
Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
15
Caveats in this section are ordered by CVP component then by severity.
Identifier
CSCsd441181
Severity
1
Component
IOS
Headline
IOS 12.4(6)T leaks memory leading to a crash
1
This defect will be resolved and fixed in a future IOS Release (12.4(6)T1) scheduled to be available in mid-May, 2006. Customers
requiring an immediate fix and unable to wait for IOS Release 12.4(6)T1 should contact their TAC representative who can provide
them access to an engineering special which addresses the problem.
Resolved Caveats
The following issues have been resolved in CVP Version 3.1(0) SR1.
Note: You can view more information on and track individual CVP defects using the Cisco Bug Toolkit
located at: http://www.cisco.com/support/bugtools/Bug_root.html
Caveats in this section are ordered by CVP component then by severity.
Identifier
Severity
Component
CSCsd47068
3
Documentation
CSCsb74722
2
Voice Browser
CSCsb96072
CSCsc08360
2
3
Voice Browser
Voice Browser
Headline
ISN document - need to document effect of http client
cookie disable
VB Goes OOS with ERROR INTERNAL:
H323CallMgr::radRun: EXCEPTION
ST: Transfer/Conference receive agents do not receive
call via CVP
ISN should send unsolicited IRR's to gatekeeper
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Cisco Customer Voice Portal 3.1(0) SR 1 Release Notes
Updated 4/10/09
16
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front cover of your document or by writing to the following address:
Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to:
Report security vulnerabilities in Cisco products.
Obtain assistance with security incidents that involve Cisco products.
Register to receive security information from Cisco.
A current list of security advisories, security notices, and security responses for Cisco products is available
at this URL:
http://www.cisco.com/go/psirt
To see security advisories, security notices, and security responses as they are updated in real time, you can
subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed.
Information about how to subscribe to the PSIRT RSS feed is found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them,
and we strive to correct all vulnerabilities quickly. If you think that you have identified vulnerability in a
Cisco product, contact PSIRT:
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For Emergencies only—security-alert@cisco.com
An emergency is either a condition in which a system is under active attack or a condition for which
severe and urgent security vulnerability should be reported. All other conditions are considered
nonemergencies.
For Nonemergencies—psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
1 877 228-7302
1 408 525-6532
We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to
encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been
encrypted with PGP versions 2.x through 9.x.
Never use a revoked or an expired encryption key. The correct public key to use in your correspondence
with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at
this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone numbers
before sending any sensitive material to find other means of encrypting the data
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical
Support & Documentation website on Cisco.com features extensive online support resources. In addition, if
you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide
telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools for
troubleshooting and resolving technical issues with Cisco products and technologies. The website is
available 24 hours a day, at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID
and password. If you have a valid service contract but do not have a user ID or password, you can register
at this URL:
http://tools.cisco.com/RPF/register/register.dos
Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a
web or phone request for service. You can access the CPI tool from the Cisco Technical Support &
Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose
Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product
Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or
model name; by tree view; or for certain products, by copying and pasting show command output. Search
results show an illustration of your product with the serial number label location highlighted. Locate the
serial number label on your product and record the information before placing a service call.
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Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and
S4 service requests are those in which your network is minimally impaired or for which you require
product information.) After you describe your situation, the TAC Service Request Tool provides
recommended solutions. If your issue is not resolved using the recommended resources, your service
request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone.
(S1 or S2 service requests are those in which your production network is down or severely degraded.)
Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business
operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity
definitions.
Severity 1 (S1)—An existing network is down, or there is a critical impact to your business operations. You
and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your
business operations are negatively affected by inadequate performance of Cisco products. You and Cisco
will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired, while most business operations
remain functional. You and Cisco will commit resources during normal business hours to restore service to
satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or
configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and
Information
Information about Cisco products, technologies, and network solutions is available from various online and
printed sources.
The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product
overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco
products that are sold through channel partners. It is updated twice a year and includes the latest Cisco
offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:
http://www.cisco.com/go/guide
Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo
merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
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Cisco Press publishes a wide range of general networking, training and certification titles. Both new and
experienced users will benefit from these publications. For current Cisco Press titles and other
information, go to Cisco Press at this URL:
http://www.ciscopress.com
Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking
investments. Each quarter, Packet delivers coverage of the latest industry trends, technology
breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting
tips, configuration examples, customer case studies, certification and training information, and links to
scores of in-depth online resources. You can access Packet magazine at this URL:
http://www.cisco.com/packet
iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn
how they can use technology to increase revenue, streamline their business, and expand services. The
publication identifies the challenges facing these companies and the technologies to help solve them,
using real-world case studies and business strategies to help readers make sound technology
investment decisions. You can access iQ Magazine at this URL:
http://www.cisco.com/go/iqmagazine
or view the digital edition at this URL:
http://ciscoiq.texterity.com/ciscoiq/sample/
Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals
involved in designing, developing, and operating public and private internets and intranets. You can
access the Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
Networking products offered by Cisco Systems, as well as customer support services, can be obtained at
this URL:
http://www.cisco.com/en/US/products/index.html
Networking Professionals Connection is an interactive website for networking professionals to share
questions, suggestions, and information about networking products and technologies with Cisco
experts and other networking professionals. Join a discussion at this URL:
http://www.cisco.com/discuss/networking
World-class networking training is available from Cisco. You can view current offerings at this URL:
http://www.cisco.com/en/US/learning/index.html
Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If
you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
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