Cisco TAC Web Seminar General Overview Session Number

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 24 x 7 • 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 • 126, 000 Unique Monthly Registered Visitors • 12, 600, 000

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, 3 com 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

User Registration Register for a CCO User ID and password Presentation_ID © 2001, Cisco

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 P 3/P 4 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

Contact TAC / Check Status Step 2: Enter case details • Technology • Problem

Contact TAC / Check Status Step 3: • Review the possible solutions Solutions •

Contact TAC / Check Status solution Sample Solution Presentation_ID © 2001, Cisco Systems, Inc.

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

Top Issues WAN technologies 1. Top WAN issues 2. Description of problem 3. Solution

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

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

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

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.

Technical Tips Select a Voice product or technology Presentation_ID © 2001, Cisco Systems, Inc.

Technical Tips Select a sub-category • Dial peers and call legs • Vo. IP over Frame Relay • Vo. IP over PPP leased lines • Vo. IP Troubleshooting • Vo. IP General topics … and many more Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. 30

Technical Tips Sample Solution – Vo. IP over Frame Relay over Multipoint Connection Presentation_ID

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 •

Common Tasks - Search • Enter keyword/phrases • Select TAC Tech Tips/Sample Configs Or

Common Tasks - Select and Download • Research software and hardware issues and bugs

Common Tasks - Install and Configure • Product documentation • Software documentation • Sample

Product Documentation Select a Cisco product, i. e. router Presentation_ID © 2001, Cisco Systems,

Product Documentation Select documentation type Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved.

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

Product Documentation Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. 41

Common Tasks - Troubleshoot • • Presentation_ID © 2001, Cisco Systems, Inc. All rights

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

Software Bug Toolkit IOS software bugs Catalyst software bugs Bugs by Hardware Presentation_ID ©

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

Bug Toolkit Results Your search criteria Presentation_ID © 2001, Cisco Systems, Inc. All rights

Bug Toolkit Details about an individual bug Presentation_ID © 2001, Cisco Systems, Inc. All

Bug Toolkit Bug Groups • Monitors specific bugs • Provides regular updates via email

Bug Toolkit Edit your bug groups • Delete bugs Your bug groups Presentation_ID ©

Cisco IOS Upgrade Planner • Select a platform • Select a feature set Presentation_ID

Cisco IOS Upgrade Planner Select a software release Presentation_ID © 2001, Cisco Systems, Inc.

Cisco IOS Upgrade Planner Check to see the minimum memory requirements Presentation_ID © 2001,

Cisco IOS Upgrade Planner Download software Presentation_ID © 2001, Cisco Systems, Inc. All rights

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

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

Software Advisor – Compare Releases Unique features for each image Presentation_ID © 2001, Cisco

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 – Cat. OS 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 – Cat. OS Hardware Support • Result: analysis of your hardware configuration • Text highlighted in red indicates the current Cat. OS software version needs to be updated Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. 66

Software Advisor – Cat. OS Hardware Support Software upgrade Steps Presentation_ID © 2001, Cisco

Software Advisor – Cat. OS Hardware Support Software information by component Presentation_ID © 2001,

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

Troubleshooting Assistant Select the symptom that best describes your problem Presentation_ID © 2001, Cisco

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 ©

Output Interpreter • Analyzes output from show commands • Optional - select a technology

Output Interpreter Enter show command to see: • Errors • Warnings • Suggestions •

Output Interpreter Results from “show isdn status” Solution Presentation_ID © 2001, Cisco Systems, Inc.

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 • e. Learning Solutions Interactive training videos • e. Seminars Learn about Cisco technologies • TAC Web Seminars Presentation downloads Presentation_ID Learn how to navigate the TAC web site for technical resources © 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

What’s Hot and Inside TAC Web • Recent Cisco TAC Web changes • Current

Why Should I Use the TAC Web? Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. • Faster resolution: 24 x 7 technical support • Access to the same technical resources used by Cisco TAC engineers • Online case management & auto suggestion tool 86