Cisco TAC Web Seminar
General Overview
Session Number
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
1
Agenda
• Introduction to the
Cisco TAC Web Site
• Case management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
2
Cisco Technical Assistance Center (TAC)
• “Follow the sun model”:
Australia, San Jose, RTP,
Belgium
• Fast access to the
technical resources
created by Cisco
TAC engineers
• World’s top
engineers, 15 years of
troubleshooting
experience
• Online at
www.cisco.com/tac
• Online technical
services available
24x7
• 1500+ Cisco TAC
engineers
(500+ CCIEs) 3000+
development engineers
• Multiple awards for
• 4.5+ customer
best and most
satisfaction rating 1 to 5
comprehensive
support Web site Industry’s Largest, Most Sophisticated
Presentation_ID
Networking Support Team
© 2001, Cisco Systems, Inc. All rights reserved.
3
Cisco.com/tac Metrics
12,000,000
140,000
10,000,000
120,000
100,000
8,000,000
80,000
6,000,000
60,000
4,000,000
40,000
2,000,000
20,000
Dec-01
Oct-01
Aug-01
Jun-01
Apr-01
Feb-01
Dec-00
Oct-00
Aug-00
Jun-00
Apr-00
Feb-00
Dec-99
Oct-99
Aug-99
0
Jun-99
0
Monthly /TAC Page Presentations
Unique Monthly Registered Visitors
160,000
• 126,000 Unique Monthly Registered Visitors
• 12,600,000 Monthly Page Presentations
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
4
TAC Web - Customer Quotes
From TAC Web Walker Info Open Ended questions …
“The service itself as of now is already excellent as
compared to Lucent, Nortel, 3com or others.”
“I have never had to open a TAC case, due to the help
provided on the TAC web site.”
“I have yet to open a TAC (case). All "issues" I have
investigated have been resolved via the web site…”
“The TAC info. is world class. I was just commenting
to my SE about how other vendors pale in
comparison.”
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
5
TAC Web CARE Cases Resolved
(Session-based Projection – January 2002)
• 460,875 Daily TAC web sessions per month
Of these…
• 86% of all issues Completely, Mostly or Somewhat
Resolved.
Of these…
• 65% would have opened a TAC case if the TAC
web was not available
Of these…
• 7% opened a TAC case within 24 hours of visiting
the TAC web site
TAC Web Walker Monthly Survey – Jan. ‘02
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
6
TAC Web Site - www.cisco.com/tac
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
7
User Registration
Register for
a CCO
User ID
and
password
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
8
Agenda
• Introduction to the TAC
Web Site
• Case management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
9
Contact TAC / Check Status
• Use the online Case Open
Tool to open P3/P4 cases
Faster routing than
same-priority cases
opened by phone
Auto-suggest feature
recommends a solution
for your issue
• Report a security incident
• Contact the Cisco TAC
• Check RMA status
• Use the Warranty Support
tool
• Cisco Live!
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
10
Contact TAC / Check Status
New!
• Attention Banner
alerts you to
critical issues
• Verify your contact
information
.
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
11
Contact TAC / Check Status
Step 2: Enter case
details
• Technology
• Problem summary
• Problem
description
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
12
Contact TAC / Check Status
Step 3:
• Review the
possible solutions
• Select an action
Solutions
actions
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
13
Contact TAC / Check Status
solution
Sample Solution
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
14
Cisco Live
• Browser
synchronization
technology
• Instant
messenger
• Whiteboard
• Telnet
• Application
Sharing
• Requires a Java
enabled browser
• www.cisco.com/
tac/case open
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
15
Agenda
• Introduction to the
Cisco TAC Web site
• Case management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
16
Top Issues
• The site answers
the most commonly
reported customer
issues
• Resources listed
here resolve up to
40 to 60 percent of
all cases opened
• Checking here first
may save you time
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
17
Top Issues
• Solutions to the
most common
networking
problems
• Segmented by
technology
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
18
Top Issues
WAN technologies
• Top WAN issues
• Description of problem
• Solution
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
19
Products, Technologies, Networking
Solutions, & Technical Tips
Use when…
–researching
–troubleshooting
–keeping current
on
… a specific
product,
technology, or
solution
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
20
Products Pages
Technical information
organized by
products
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
21
Products Pages
Organized into
sections:
• Hardware
information
• Software
installation
• Software
configuration
• Troubleshooting
• Documentation
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
22
Technologies Pages
Technical content
organized by
technologies
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
23
Technologies
Browsing by
Pages
Technology
Task-based
organization
• Overview
• Network design
• Implementation and
configuration
• Verification and
troubleshooting
• Operating and
maintaining
• Documentation
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
24
Networking Solutions Pages
• Technical
information
organized by
solutions
• One location for
end-to-end solutions
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
25
IP Telephony Solutions Guide
Web-based technical reference manual
• Provides comprehensive
information on planning, designing,
implementing, and operating (PDIO)
a Cisco solution
• Includes architecture overviews,
performance test results, migration
and implementation planning, and
network management information
• Available to all Cisco customers
under “Networking Solutions” link
on www.cisco.com/tac
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
26
IP Telephony Readiness Assessment
Web-based interactive application:
• Leads customers through key
concepts for planning/designing
IP telephony solutions
• Provides insights into potential
services beneficial to customers
• Available to cisco.com registered
customers
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
27
Technical Tips
Select a
technology
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
28
Technical Tips
Select a Voice
product or
technology
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
29
Technical Tips
Select a sub-category
• Dial peers and
call legs
• VoIP over Frame
Relay
• VoIP over PPP
leased lines
• VoIP
Troubleshooting
• VoIP General
topics
… and many more
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
30
Technical Tips
Sample Solution – VoIP over Frame Relay over Multipoint Connection
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
31
Agenda
• Introduction to the
TAC Web site
• Case management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
32
Common Tasks
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
•
Search
•
Select and
download
•
Install and
configure
•
Troubleshoot
33
Common Tasks - Search
• Enter keyword/phrases
• Select TAC Tech
Tips/Sample Configs
Or
• www.cisco.com
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
34
Common Tasks - Select and Download
• Research software
and hardware
issues and bugs
• Software tools
• Download software
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
35
Common Tasks - Install and Configure
• Product
documentation
• Software
documentation
• Sample
configurations
• Links to tools
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
36
Product Documentation
Select a Cisco
product, i.e. router
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
37
Product Documentation
Select documentation
type
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
38
Product Documentation
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
39
Product Documentation
Select a product,
i.e. a LAN switch
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
40
Product Documentation
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
41
Common Tasks - Troubleshoot
•
•
•
•
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
Field notices
Security advisories
Product bulletins
Links to tools
42
Troubleshooting - Field Notices
• Notification of
critical problems
with Cisco
products or
technologies.
• Includes problem
descriptions,
safety or security
issues,
workarounds, and
corrective actions
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
43
Troubleshooting - Security Advisories
Product Security Incident
Response Team
• Internet security attacks
– listings, reporting
directions, and more…
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
44
Agenda
• Introduction to the
Cisco TAC Web site
• Case management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
45
Tools Index
Alphabetical list
of online tools
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
46
Software Bug Toolkit
IOS software bugs
Catalyst software bugs
Bugs by Hardware
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
47
Bug Toolkit
Use to research an
upgrade or to
troubleshoot
•Enter known bug
ID
•Search for IOSrelated bugs
•Search for bugs
in other Cisco
software or
hardware
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
48
Bug Toolkit
Search for Cisco
IOS-related
bugs
•Select
version
/revision
•Select
features
•Select key
words
•Select
severity
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
49
Bug Toolkit
Results
Your search criteria
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
50
Bug Toolkit
Details about an individual bug
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
51
Bug Toolkit
Bug Groups
• Monitors specific
bugs
• Provides regular
updates via email
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
52
Bug Toolkit
Edit your bug
groups
• Delete
bugs
Your bug groups
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
• Change
update
notification
53
Cisco IOS Upgrade Planner
• Select a platform
• Select a feature
set
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
54
Cisco IOS Upgrade Planner
Select a software
release
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
55
Cisco IOS Upgrade Planner
Check to see the
minimum memory
requirements
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
56
Cisco IOS Upgrade Planner
Download software
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
57
Software Advisor
• Determines
compatibility and
feature information for
Cisco IOS ® and
Catalyst ® Operating
System software
• Combination of tools:
- Hardware/
Software
Compatibility
Matrix
- Feature Navigator
- Compatibility
Advisor
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
58
Software Advisor – Search by Features
Answers what software
has these features?
•Select product
•Select features
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
59
Software Advisor – Search by Features
Provides:
• Cisco IOS Release
• Required memory for
download
• Comprehensive list of
features for that release
All features for IOS release 12.2(3)
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
60
Software Advisor – Compare Releases
Side by side
comparison of
features in IOS
releases
•Which are in
common?
•Which are
unique?
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
61
Software Advisor – Compare Releases
Unique
features
for each
image
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
62
Software Advisor – IOS Hardware Support
• Matches your
hardware with
the minimum
required Cisco
IOS software
• Example:
Select Cisco
AS 5300 as the
product family
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
63
Software Advisor – IOS Hardware Support
• Select your network
modules
• Displays the
software that
supports all
hardware modules
you selected
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
64
Software Advisor – CatOS Hardware Support
Helps you:
• Analyze your hardware
configuration
• Select software for your Cisco
Catalyst product
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
65
Software Advisor – CatOS Hardware Support
• Result: analysis
of your hardware
configuration
• Text highlighted
in red indicates
the current
CatOS software
version needs to
be updated
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
66
Software Advisor – CatOS Hardware Support
Software upgrade Steps
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
67
Software Advisor – CatOS Hardware Support
Software
information
by
component
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
68
Memory Calculator
• Planning
memory
requirements
- Select a
router
- Select
modules
- Select
software
version and
features
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
• Result: memory
requirements for
your
configuration
69
IP Subnet Calculator
Design your IP subnet
•Given the number
of hosts and the
number of desired
subnets the tool
returns the
necessary subnet
mask and possible
IP addresses
•It supports variable
length subnet
masking (VLSM)
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
70
Troubleshooting Assistant
• Step-by-step
debugging
• Scenarios
tested by
Cisco TAC
• Solution
search
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
71
Troubleshooting Assistant
Select the
symptom that
best describes
your problem
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
72
Troubleshooting Assistant
• The tool asks you a
question aimed at
pinpointing the
trouble source
• Information is
provided to help
you answer the
question
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
73
Troubleshooting Assistant
Suggests
actions and
provides the
commands to
execute those
actions
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
74
Output Interpreter
• Analyzes output
from show
commands
• Optional - select a
technology to view
supported
commands
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
75
Output Interpreter
Enter show command to
see:
•Errors
•Warnings
•Suggestions
•Helpful resources
(optional)
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
76
Output Interpreter
Results from
“show isdn
status”
Solution
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
77
Cisco Error Message Decoder
• Research and
resolve Cisco IOS
software error
messages
• Tool provides:
- Description of the
error message
- Recommended
actions
- Links to suggested
resources
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
78
Agenda
• Introduction to
the TAC Web site
• Case
management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
79
Training Resources
• eLearning
Solutions
Interactive
training videos
• eSeminars
Learn about
Cisco
technologies
• TAC Web
Seminars
Presentation
downloads
Learn how to
navigate the
TAC web site
for technical
resources
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
80
Networking Professionals Connection
www.cisco.com/go/netpro
•Participate in
discussion
groups
•Attend live,
online Techtalks
•Ask the Expert:
Discuss
networking
issues with Cisco
experts
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
81
Cisco Networkers Around the World
Why should I attend?
• Success in the
global internet
economy
• Power sessions &
hot industry topics
• The most valued
industry
certifications
• The most visionary
strategies
•
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
The latest solutions
from Cisco & Cisco
Partners
• Personalized
network design
clinic
82
Cisco TAC Newsletter
• Access the latest
technical information
and tool updates
• Personalize the
content you want to
receive
• Subscribe now:
www.cisco.com/tac/ne
wsletter/signup
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
83
Cisco Visio Icons - Other References
Visio stencils of
individual Cisco
products, for use
with Visio 2000
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
84
What’s Hot and Inside TAC Web
• Recent Cisco
TAC Web
changes
• Current Cisco
TAC newsletter /
Subscribe
• Beta testers
• Feedback
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
85
Why Should I Use the TAC Web?
• Faster
resolution: 24x7
technical support
• Access to the
same technical
resources used
by Cisco TAC
engineers
• Online case
management &
auto suggestion
Presentation_ID
© 2001, Cisco Systems, Inc. All rights reserved.
tool
86