1 Session Number Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. Cisco TAC Web Seminar General Overview

1Session NumberPresentation_ID © 2001, Cisco Systems, Inc. All rights reserved.

Cisco TAC Web SeminarGeneral Overview

Cisco TAC Web SeminarGeneral Overview

© 2001, Cisco Systems, Inc. All rights reserved. 222Presentation_ID

Agenda

• Introduction to the Cisco TAC Web Site

• Case management

• Navigation

• Common tasks

• TAC Web tools

• Other TAC web resources

• Conclusion


Cisco Technical Assistance Center (TAC)

Industry’s Largest, Most Sophisticated Networking Support Team

• Fast access to the technical resources created by Cisco TAC engineers

• Online at www.cisco.com/tac

• Online technical services available 24x7

• Multiple awards for best and most comprehensive support Web site

• “Follow the sun model”: Australia, San Jose, RTP, Belgium

• World’s topengineers, 15 years of troubleshooting experience

• 1500+ Cisco TAC engineers

(500+ CCIEs) 3000+ development engineers

• 4.5+ customersatisfaction rating 1 to 5


Cisco.com/tac Metrics

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• 126,000 Unique Monthly Registered Visitors• 12,600,000 Monthly Page Presentations


From TAC Web Walker Info Open Ended questions …

TAC Web - Customer Quotes

“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.”


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


TAC Web Site - www.cisco.com/tac


User Registration

Register for a CCO User ID and password


Agenda

• Introduction to the TAC Web Site

• Case management

• Navigation

• Common tasks

• TAC Web tools


• Conclusion


• 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!

Contact TAC / Check StatusContact TAC / Check Status



• Attention Banner alerts you to critical issues

• Verify your contact information

.

New!


Step 2: Enter case details

• Technology

• Problem summary

• Problem description



Step 3:

• Review the possible solutions

• Select an actionSolutions

actions



Sample SolutionSample solution



Cisco Live

• Browser synchronization technology

• Instant messenger

• Whiteboard

• Telnet

• Application Sharing

• Requires a Java enabled browser

• www.cisco.com/ tac/case open


Agenda

• Introduction to the Cisco TAC Web site

• Case management

• Navigation

• Common tasks

• TAC Web tools


• Conclusion


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


Top Issues

• Solutions to the most common networking problems

• Segmented by technology


Top Issues

WAN technologies

• Top WAN issues

• Description of problem

• Solution


Products, Technologies, Networking Solutions, & Technical Tips

Use when…–researching–troubleshooting–keeping current on

… a specific product, technology, or solution


Products Pages

Technical information organized by products


Products Pages

Organized into sections:

• Hardware information

• Software installation

• Software configuration

• Troubleshooting

• Documentation


Technologies Pages

Technical content organized by technologies


Browsing by Technology

Task-based organization

• Overview

• Network design

• Implementation and configuration

• Verification and troubleshooting

• Operating and maintaining

• Documentation

Technologies Pages


Networking Solutions Pages

• Technical information organized by solutions

• One location for end-to-end solutions


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


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


Technical Tips

Select a technology


Select a Voice product or technology

Technical Tips 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


Sample Solution – VoIP over Frame Relay over Multipoint Connection



Agenda

• Introduction to the TAC Web site

• Case management

• Navigation

• Common tasks

• TAC Web tools


• Conclusion


Common Tasks

• Search

• Select and download

• Install and configure

• Troubleshoot


Common Tasks - Search

• Enter keyword/phrases

• Select TAC Tech Tips/Sample Configs

Or

• www.cisco.com


Common Tasks - Select and Download

• Research software and hardware issues and bugs

• Software tools

• Download software


Common Tasks - Install and Configure

• Product documentation

• Software documentation

• Sample configurations

• Links to tools


Select a Cisco product, i.e. router

Product Documentation


Product DocumentationProduct Documentation

Select documentation type




Select a product, i.e. a LAN switch





Common Tasks - Troubleshoot

• Field notices• Security advisories• Product bulletins• Links to tools


Troubleshooting - Field NoticesTroubleshooting - Field Notices

• Notification of critical problems with Cisco products or technologies.

• Includes problem descriptions, safety or security issues, workarounds, and corrective actions


Troubleshooting - Security Advisories

Product Security Incident Response Team

• Internet security attacks – listings, reporting directions, and more…


Agenda

• Introduction to the Cisco TAC Web site

• Case management

• Navigation

• Common tasks

• TAC Web tools


• Conclusion


Tools Index

Alphabetical list of online tools


IOS software bugsIOS software bugs

Bugs by HardwareBugs by Hardware

Software Bug Toolkit

Catalyst software bugs


Bug Toolkit

Use to research an upgrade

or to troubleshoot

•Enter known bug ID

•Search for IOS-related bugs

•Search for bugs in other

Cisco software or hardware


Bug Toolkit

Search for Cisco IOS-related bugs

•Select version /revision

•Select features

•Select key words

•Select severity


Bug Toolkit

Results

Your search criteria


Bug Toolkit

Details about an individual bug


Bug Toolkit

Bug Groups

• Monitors specific bugs

• Provides regular updates via email


Bug Toolkit

Edit your bug groups

• Delete bugs

• Change update notificationYour bug groups


Cisco IOS Upgrade Planner

• Select a platform

• Select a feature set



Select a software release



Check to see the minimum memory requirements



Download software


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


Software Advisor – Search by Features

Answers what software has these features?

•Select product

•Select features


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)


Software Advisor – Compare Releases

Side by side comparison of features in IOS releases

•Which are in common?

•Which are unique?


Unique features for each image

Software Advisor – Compare Releases


Software Advisor – IOS Hardware Support

• Matches your hardware with the minimum required Cisco IOS software

• Example:

Select Cisco AS 5300 as the product family


• Select your network modules

• Displays the software that supports all hardware modules you selected

Software Advisor – IOS Hardware Support


Software Advisor – CatOS Hardware Support

Helps you:

• Analyze your hardware configuration

• Select software for your Cisco Catalyst product



• Result: analysis of your hardware configuration

• Text highlighted in red indicates the current CatOS software version needs to be updated



Software upgrade Steps



Software information by component


Memory Calculator

• Planning memory requirements

- Select a router

- Select modules

- Select software version and features

• Result: memory requirements for your configuration


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)


Troubleshooting Assistant

• Step-by-step debugging

• Scenarios tested by Cisco TAC

• Solution search



Select the symptom that best describes your problem



• The tool asks you a question aimed at pinpointing the trouble source

• Information is provided to help you answer the question



Suggests actions and provides the commands to execute those actions


Output Interpreter

• Analyzes output from show commands

• Optional - select a technology to view supported commands


Enter show command to see:

•Errors

•Warnings

•Suggestions

•Helpful resources

Output Interpreter

(optional)


Output Interpreter

Results from “show isdn status”

Solution


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


Agenda

• Introduction to the TAC Web site

• Case management

• Navigation

• Common tasks

• TAC Web tools


• Conclusion


Training Resources

• eLearning Solutions

Interactive training videos

• eSeminars

Learn about Cisco technologies

• TAC Web Seminars

Learn how to navigate the TAC web site for technical resources

Presentation downloads


Networking Professionals Connectionwww.cisco.com/go/netpro

•Participate in discussion groups

•Attend live, online Techtalks

•Ask the Expert: Discuss networking issues with Cisco experts


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

• The latest solutions from Cisco & Cisco Partners

• Personalized network design clinic


Cisco TAC Newsletter

• Access the latest technical information and tool updates

• Personalize the content you want to receive

• Subscribe now: www.cisco.com/tac/newsletter/signup


Cisco Visio Icons - Other References

Visio stencils of individual Cisco products, for use with Visio 2000


• Recent Cisco TAC Web changes

• Current Cisco TAC newsletter / Subscribe

• Beta testers

• Feedback

What’s Hot and Inside TAC Web


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

tool

Documents

1 Session Number Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. Cisco TAC Web Seminar General Overview