1. 1 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Using the Cisco Technical Support & Documentation Website for Voice Issues Cisco Technical Support Presentation

2. 222 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Cisco Technical Support & Documentation Website Overview Planning and Design Implementation Operation Contacting the Cisco TAC Additional Resources and Conclusion

3. 333 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website Overview 333 Presentation_ID

4. 444 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Services becomes part of the Lifecycle Portfolio Plan Optimize OperateDesign Implement Prepare Operate 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

5. 555 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco.com Website

6. 666 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website

7. 777 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support Consolidated technical resources; organized by: General Information Downloads Reference Guides Design Install and Upgrade Configure Maintain and Operate Troubleshoot and Alerts

8. 888 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product Support

9. 999 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technology Support

10. 10 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Planning and Design 10 Presentation_ID

11. 11 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID IP Telephony Readiness Assessment Tool

12. 12 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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 IP Telephony Readiness Assessment

13. 13 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco CallManager Compatibility Matrix Check supported versions combination Plan upgrades Take into account 3rd party applications

14. 14 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Hardware Information

15. 15 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

16. 16 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software Compatible with my Hardware Matches your hardware with available Cisco software

17. 17 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor – Find Software Compatible with my Hardware Compare software that supports the device you configured Results page

18. 18 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Voice Codec Bandwidth Calculator Determines bandwidth used by different codecs with various protocols over different media

19. 19 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Voice Codec Bandwidth Calculator Example Codec Information: Bandwidth per call (VoIP) Total Bandwidth Required (VoIP) Packet Size Calculation

20. 20 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Implementation 20 Presentation_ID

21. 21 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Phones – IP Phone Registration Cisco 7920 Wireless IP Phone with WEP Keys VLANs and Leap

22. 22 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Gateways – Software Upgrade Procedures

23. 23 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Gateways – Bringing the link up: E1/T1 TS Flowcharts

24. 24 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Gateways – Background Information

25. 25 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Understanding Dial-Peers and Call Legs on Cisco IOS Platforms Call processing on routers Proper gateway configuration

26. 26 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Understanding Dial-Peers and Call Legs Default dial- peer “0”

27. 27 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID H.323 Gateway Registration and Configuration

28. 28 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID H.323 Gateways with Call Manager

29. 29 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID H.323 Gateway Registration and Configuration

30. 30 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID H.323 Gateways with Call Manager Redundancy Typical issues that arise Initial testing of the gateways

31. 31 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID H.323 Gateway Registration and Configuration

32. 32 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID H.323 Gateway Registration and Configuration

33. 33 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID H.323 Gateway Registration and Configuration

34. 34 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Signalling Connection Control Protocol (SCCP) Gateway Alternative to IOS Gateways

35. 35 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Common Issues

36. 36 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Fax Troubleshooting

37. 37 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Dial Plans

38. 38 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Applications and Tools: Interactive Voice Response (IVR)

39. 39 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Unity Software ™

40. 40 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Unity Software

41. 41 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Unity Software

42. 42 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Unity Software

43. 43 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Voice Quality Echo One-Way Voice Noise

44. 44 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

45. 45 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Free text query

46. 46 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Tool will clarify the problem area and frequency Edit problem type if query has been misunderstood

47. 47 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Search results table Click “View Solution” links to be taken to solutions

48. 48 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Detailed solution page

49. 49 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Operation 49 Presentation_ID

50. 50 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Possible Operational Issues

51. 51 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Possible Operational Issues Event Viewer Messages

52. 52 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco CallManager Service Crash

53. 53 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Troubleshooting DC Directory Possible Operational Issues

54. 54 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Possible Operational Issues – Troubleshooting SQL Replication

55. 55 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

56. 56 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Search criteria: Version or revision Keywords Advanced options, for example, severity level and bug status group

57. 57 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Your search criteria

58. 58 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Individual Bug Details

59. 59 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Contacting the Cisco TAC 59 Presentation_ID

60. 60 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Service Request Tool Create or query your Service Requests from the Technical Support & Documentation site

61. 61 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Describe Problem Page Add more information for your TAC engineer Choose options that most closely match your technical support issue

62. 62 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

63. 63 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

64. 64 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

65. 65 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Additional Resources and Conclusion 65 Presentation_ID

66. 66 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Example: When logged in with registered Cisco.com user name, enter bug ID Click “Go”

67. 67 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Results page

68. 68 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Links you directly to the release notes in Bug Toolkit

69. 69 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID My Tech Support

70. 70 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support Newsletter Receive the latest technical information and tool updates Subscribe at above URL or via subscribe link at www.cisco.com/ techsupport www.cisco.com/ techsupport Subscribe at: www.cisco.com/techsupport/newsletter

71. 71 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Training Resources Cisco Technical Support Seminars Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources

72. 72 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Conclusion Improved navigation Enhanced search capabilities One location for all technical documentation Direct access to the TAC Service Request Tool Personalization feature – My Tech Support Benefits of the Cisco Technical Support & Documentation Website include: