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

© 2001, Cisco Systems, Inc. All rights reserved. 222 Presentation_ID Agenda Introduction to the Cisco TAC Web Site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion

© 2001, Cisco Systems, Inc. All rights reserved. 333 Presentation_ID 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 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 top engineers, 15 years of troubleshooting experience Cisco TAC engineers (500+ CCIEs) development engineers 4.5+ customer satisfaction rating 1 to 5

© 2001, Cisco Systems, Inc. All rights reserved. 444 Presentation_ID Cisco.com/tac Metrics 126,000 Unique Monthly Registered Visitors 12,600,000 Monthly Page Presentations

© 2001, Cisco Systems, Inc. All rights reserved. 555 Presentation_ID 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.”

© 2001, Cisco Systems, Inc. All rights reserved. 666 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 777 Presentation_ID TAC Web Site -

© 2001, Cisco Systems, Inc. All rights reserved. 888 Presentation_ID User Registration Register for a CCO User ID and password

© 2001, Cisco Systems, Inc. All rights reserved. 999 Presentation_ID Agenda Introduction to the TAC Web Site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion

© 2001, Cisco Systems, Inc. All rights reserved. 10 Presentation_ID 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 Status

© 2001, Cisco Systems, Inc. All rights reserved. 11 Presentation_ID Contact TAC / Check Status Attention Banner alerts you to critical issues Verify your contact information. New!

© 2001, Cisco Systems, Inc. All rights reserved. 12 Presentation_ID Step 2: Enter case details Technology Problem summary Problem description Contact TAC / Check Status

© 2001, Cisco Systems, Inc. All rights reserved. 13 Presentation_ID Step 3: Review the possible solutions Select an action Solutions actions Contact TAC / Check Status

© 2001, Cisco Systems, Inc. All rights reserved. 14 Presentation_ID Sample Solution Sample solution Contact TAC / Check Status

© 2001, Cisco Systems, Inc. All rights reserved. 15 Presentation_ID Cisco Live Browser synchronization technology Instant messenger Whiteboard Telnet Application Sharing Requires a Java enabled browser tac/case open

© 2001, Cisco Systems, Inc. All rights reserved. 16 Presentation_ID Agenda Introduction to the Cisco TAC Web site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion

© 2001, Cisco Systems, Inc. All rights reserved. 17 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 18 Presentation_ID Top Issues Solutions to the most common networking problems Segmented by technology

© 2001, Cisco Systems, Inc. All rights reserved. 19 Presentation_ID Top Issues WAN technologies Top WAN issues Description of problem Solution

© 2001, Cisco Systems, Inc. All rights reserved. 20 Presentation_ID Products, Technologies, Networking Solutions, & Technical Tips Use when… –researching –troubleshooting –keeping current on … a specific product, technology, or solution

© 2001, Cisco Systems, Inc. All rights reserved. 21 Presentation_ID Products Pages Technical information organized by products

© 2001, Cisco Systems, Inc. All rights reserved. 22 Presentation_ID Products Pages Organized into sections: Hardware information Software installation Software configuration Troubleshooting Documentation

© 2001, Cisco Systems, Inc. All rights reserved. 23 Presentation_ID Technologies Pages Technical content organized by technologies

© 2001, Cisco Systems, Inc. All rights reserved. 24 Presentation_ID Browsing by Technology Task-based organization Overview Network design Implementation and configuration Verification and troubleshooting Operating and maintaining Documentation Technologies Pages

© 2001, Cisco Systems, Inc. All rights reserved. 25 Presentation_ID Networking Solutions Pages Technical information organized by solutions One location for end-to-end solutions

© 2001, Cisco Systems, Inc. All rights reserved. 26 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 27 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 28 Presentation_ID Technical Tips Select a technology

© 2001, Cisco Systems, Inc. All rights reserved. 29 Presentation_ID Select a Voice product or technology Technical Tips

© 2001, Cisco Systems, Inc. All rights reserved. 30 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 31 Presentation_ID Sample Solution – VoIP over Frame Relay over Multipoint Connection Technical Tips

© 2001, Cisco Systems, Inc. All rights reserved. 32 Presentation_ID Agenda Introduction to the TAC Web site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion

© 2001, Cisco Systems, Inc. All rights reserved. 33 Presentation_ID Common Tasks Search Select and download Install and configure Troubleshoot

© 2001, Cisco Systems, Inc. All rights reserved. 34 Presentation_ID Common Tasks - Search Enter keyword/phrases Select TAC Tech Tips/Sample Configs Or

© 2001, Cisco Systems, Inc. All rights reserved. 35 Presentation_ID Common Tasks - Select and Download Research software and hardware issues and bugs Software tools Download software

© 2001, Cisco Systems, Inc. All rights reserved. 36 Presentation_ID Common Tasks - Install and Configure Product documentation Software documentation Sample configurations Links to tools

© 2001, Cisco Systems, Inc. All rights reserved. 37 Presentation_ID Select a Cisco product, i.e. router Product Documentation

© 2001, Cisco Systems, Inc. All rights reserved. 38 Presentation_ID Product Documentation Select documentation type

© 2001, Cisco Systems, Inc. All rights reserved. 39 Presentation_ID Product Documentation

© 2001, Cisco Systems, Inc. All rights reserved. 40 Presentation_ID Select a product, i.e. a LAN switch Product Documentation

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

© 2001, Cisco Systems, Inc. All rights reserved. 42 Presentation_ID Common Tasks - Troubleshoot Field notices Security advisories Product bulletins Links to tools

© 2001, Cisco Systems, Inc. All rights reserved. 43 Presentation_ID Troubleshooting - Field Notices Notification of critical problems with Cisco products or technologies. Includes problem descriptions, safety or security issues, workarounds, and corrective actions

© 2001, Cisco Systems, Inc. All rights reserved. 44 Presentation_ID Troubleshooting - Security Advisories Product Security Incident Response Team Internet security attacks – listings, reporting directions, and more…

© 2001, Cisco Systems, Inc. All rights reserved. 45 Presentation_ID Agenda Introduction to the Cisco TAC Web site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion

© 2001, Cisco Systems, Inc. All rights reserved. 46 Presentation_ID Tools Index Alphabetical list of online tools

© 2001, Cisco Systems, Inc. All rights reserved. 47 Presentation_ID IOS software bugs Bugs by Hardware Software Bug Toolkit Catalyst software bugs

© 2001, Cisco Systems, Inc. All rights reserved. 48 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 49 Presentation_ID Bug Toolkit Search for Cisco IOS-related bugs Select version /revision Select features Select key words Select severity

© 2001, Cisco Systems, Inc. All rights reserved. 50 Presentation_ID Bug Toolkit Results Your search criteria

© 2001, Cisco Systems, Inc. All rights reserved. 51 Presentation_ID Bug Toolkit Details about an individual bug

© 2001, Cisco Systems, Inc. All rights reserved. 52 Presentation_ID Bug Toolkit Bug Groups Monitors specific bugs Provides regular updates via

© 2001, Cisco Systems, Inc. All rights reserved. 53 Presentation_ID Bug Toolkit Edit your bug groups Delete bugs Change update notification Your bug groups

© 2001, Cisco Systems, Inc. All rights reserved. 54 Presentation_ID Cisco IOS Upgrade Planner Select a platform Select a feature set

© 2001, Cisco Systems, Inc. All rights reserved. 55 Presentation_ID Cisco IOS Upgrade Planner Select a software release

© 2001, Cisco Systems, Inc. All rights reserved. 56 Presentation_ID Cisco IOS Upgrade Planner Check to see the minimum memory requirements

© 2001, Cisco Systems, Inc. All rights reserved. 57 Presentation_ID Cisco IOS Upgrade Planner Download software

© 2001, Cisco Systems, Inc. All rights reserved. 58 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 59 Presentation_ID Software Advisor – Search by Features Answers what software has these features? Select product Select features

© 2001, Cisco Systems, Inc. All rights reserved. 60 Presentation_ID 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)

© 2001, Cisco Systems, Inc. All rights reserved. 61 Presentation_ID Software Advisor – Compare Releases Side by side comparison of features in IOS releases Which are in common? Which are unique?

© 2001, Cisco Systems, Inc. All rights reserved. 62 Presentation_ID Unique features for each image Software Advisor – Compare Releases

© 2001, Cisco Systems, Inc. All rights reserved. 63 Presentation_ID Software Advisor – IOS Hardware Support Matches your hardware with the minimum required Cisco IOS software Example: Select Cisco AS 5300 as the product family

© 2001, Cisco Systems, Inc. All rights reserved. 64 Presentation_ID Select your network modules Displays the software that supports all hardware modules you selected Software Advisor – IOS Hardware Support

© 2001, Cisco Systems, Inc. All rights reserved. 65 Presentation_ID Software Advisor – CatOS Hardware Support Helps you: Analyze your hardware configuration Select software for your Cisco Catalyst product

© 2001, Cisco Systems, Inc. All rights reserved. 66 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 67 Presentation_ID Software Advisor – CatOS Hardware Support Software upgrade Steps

© 2001, Cisco Systems, Inc. All rights reserved. 68 Presentation_ID Software Advisor – CatOS Hardware Support Software information by component

© 2001, Cisco Systems, Inc. All rights reserved. 69 Presentation_ID Memory Calculator Planning memory requirements - Select a router - Select modules - Select software version and features Result: memory requirements for your configuration

© 2001, Cisco Systems, Inc. All rights reserved. 70 Presentation_ID 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)

© 2001, Cisco Systems, Inc. All rights reserved. 71 Presentation_ID Troubleshooting Assistant Step-by-step debugging Scenarios tested by Cisco TAC Solution search

© 2001, Cisco Systems, Inc. All rights reserved. 72 Presentation_ID Troubleshooting Assistant Select the symptom that best describes your problem

© 2001, Cisco Systems, Inc. All rights reserved. 73 Presentation_ID Troubleshooting Assistant The tool asks you a question aimed at pinpointing the trouble source Information is provided to help you answer the question

© 2001, Cisco Systems, Inc. All rights reserved. 74 Presentation_ID Troubleshooting Assistant Suggests actions and provides the commands to execute those actions

© 2001, Cisco Systems, Inc. All rights reserved. 75 Presentation_ID Output Interpreter Analyzes output from show commands Optional - select a technology to view supported commands

© 2001, Cisco Systems, Inc. All rights reserved. 76 Presentation_ID Enter show command to see: Errors Warnings Suggestions Helpful resources Output Interpreter (optional)

© 2001, Cisco Systems, Inc. All rights reserved. 77 Presentation_ID Output Interpreter Results from “show isdn status” Solution

© 2001, Cisco Systems, Inc. All rights reserved. 78 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 79 Presentation_ID Agenda Introduction to the TAC Web site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion

© 2001, Cisco Systems, Inc. All rights reserved. 80 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 81 Presentation_ID Networking Professionals Connection Participate in discussion groups Attend live, online Techtalks Ask the Expert: Discuss networking issues with Cisco experts

© 2001, Cisco Systems, Inc. All rights reserved. 82 Presentation_ID 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

© 2001, Cisco Systems, Inc. All rights reserved. 83 Presentation_ID Cisco TAC Newsletter Access the latest technical information and tool updates Personalize the content you want to receive Subscribe now: wsletter/signup

© 2001, Cisco Systems, Inc. All rights reserved. 84 Presentation_ID Cisco Visio Icons - Other References Visio stencils of individual Cisco products, for use with Visio 2000

© 2001, Cisco Systems, Inc. All rights reserved. 85 Presentation_ID Recent Cisco TAC Web changes Current Cisco TAC newsletter / Subscribe Beta testers Feedback What’s Hot and Inside TAC Web

© 2001, Cisco Systems, Inc. All rights reserved. 86 Presentation_ID 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