scs partner user guide en

Cisco Smart Care Services Partner User GuideFor Qualified Cisco Partners Release 1.4.1 November 2009

Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

800 553-NETS (6387)Fax: 408 527-0883

Customer Order Number: Text Part Number: OL-12708-1.4.1.0

http://www.cisco.com

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The following information is for FCC compliance of Class A devices: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case users will be required to correct the interference at their own expense.

The following information is for FCC compliance of Class B devices: The equipment described in this manual generates and may radiate radio-frequency energy. If it is not installed in accordance with Cisco’s installation instructions, it may cause interference with radio and television reception. This equipment has been tested and found to comply with the limits for a Class B digital device in accordance with the specifications in part 15 of the FCC rules. These specifications are designed to provide reasonable protection against such interference in a residential installation. However, there is no guarantee that interference will not occur in a particular installation.

Modifying the equipment without Cisco’s written authorization may result in the equipment no longer complying with FCC requirements for Class A or Class B digital devices. In that event, your right to use the equipment may be limited by FCC regulations, and you may be required to correct any interference to radio or television communications at your own expense.

You can determine whether your equipment is causing interference by turning it off. If the interference stops, it was probably caused by the Cisco equipment or one of its peripheral devices. If the equipment causes interference to radio or television reception, try to correct the interference by using one or more of the following measures:

• Turn the television or radio antenna until the interference stops.

• Move the equipment to one side or the other of the television or radio.

• Move the equipment farther away from the television or radio.

• Plug the equipment into an outlet that is on a different circuit from the television or radio. (That is, make certain the equipment and the television or radio are on circuits controlled by different circuit breakers or fuses.)

Modifications to this product not authorized by Cisco Systems, Inc. could void the FCC approval and negate your authority to operate the product.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

CCDE, CCVP, Cisco Eos, Cisco StadiumVision, the Cisco logo, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn is a service mark; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0801R)

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.

Cisco Smart Care Services Partner User Guide © 2009 Cisco Systems, Inc. All rights reserved.

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C O N T E N T S

About This Guide 0-i

About the Smart Care User Documentation 0-i

For Partners 0-i

For Customers 0-ii

Features 0-ii

Organization of the Guide 0-ii

C H A P T E R 1 Cisco Smart Care Service Overview 1-1

About Smart Care Services 1-1

Understanding the Smart Care Service Environment 1-2

C H A P T E R 2 Getting Started as a Smart Care Partner 2-1

Signing Up for Smart Care Service 2-1

Minimum Eligibility Requirements 2-1

Registering for Smart Care 2-1

Logging Into Smart Care 2-8

Welcome Page 2-8

Configuring the Partner Profile 2-10

Adding Your Company Logo 2-11

Creating Partner Users 2-13

Adding Additional Partner Users 2-14

Modifying Partner User Profiles 2-16

2-18

C H A P T E R 3 Getting Started with Smart Care 3-1

Creating Contracts for New Customers 3-1

Registering a New Customer 3-1

Ordering Assessment Services 3-3

Running Services 3-4

Managing Appliances 3-5

Changing the Assessment Device 3-9

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Configuring the Assessment Appliance 3-9

C H A P T E R 4 Customer Administration 4-1

Managing Customers 4-1

Ordering Premium Service 4-2

Adding Customers 4-4

Displaying Customer Information 4-5

Tracking Service Status 4-7

Tracking Contract Health 4-8

Reviewing the Customer Summary 4-10

Alerts and Notifications 4-12

Proactive Notifications 4-12

Network Alerts 4-13

Card-level Alerts and Notifications 4-14

Reviewing the Service Report History 4-16

Viewing Reports 4-17

Reviewing Customer Services 4-19

Scheduling a Service 4-20

Network Diagnostics 4-21

Maintaining the Customer Company Profile 4-23

Reviewing Customer Users 4-24

Modifying Users 4-25

Modifying Notification Preferences 4-27

Safeguarding Information for Discontinued Customers 4-28

Managing the Installed-At Site 4-30

Maintaining Preferred Distribution List 4-32

Managing Services 4-34

C H A P T E R 5 Discovery Service 5-1

About the Discovery Service 5-1

Device Classification 5-1

Types of Discovery 5-2

28 Days Rule for Adding Newly Discovered Devices to Inventory 5-3

Requirements for the Discovery Service 5-3

When to Use the Discovery Service 5-3

How to Use the Discovery Service 5-3

Manually Adding a Device to the Inventory Report 5-4

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Adding New Devices to an Existing Inventory 5-7

Deleting a Device from the Inventory Report 5-8

Checking the Discovered Devices Report 5-8

Submitting Devices for Inventory 5-12

Optimizing the Discovery Engine 5-12

Accessing Network Devices Remotely 5-13

Requirements 5-13

How to Use Remote Access 5-13

Reviewing Remote Access Privileges 5-13

Granting Access Privileges to a Partner User 5-14

Revoking Access Privileges from a Partner User 5-15

Accessing a Device from a Remote Location 5-16

C H A P T E R 6 Inventory Service 6-1

About the Inventory Service 6-1

Information that the Smart Care Inventory Contains 6-1

Maintaining an Accurate Inventory 6-2

Requirements for the Inventory Service 6-2

When to Use the Inventory Service 6-2

How to Use the Inventory Service 6-3

Reviewing the Devices Discovered for a Customer Network 6-3

Reviewing Inventory 6-6

Starting the Inventory Service 6-7

Scheduling the Inventory Service 6-10

Adding Devices to Inventory Manually 6-10

Generating Quotes from Inventory 6-12

C H A P T E R 7 Core Services 7-1

About Core Services 7-1

Core Assess and Repair 7-2

Core Active Monitor 7-3

Core Passive Monitor 7-4

Comparing Active Monitoring with Passive Monitoring 7-6

Remote Control 7-8

Disaster Recovery 7-8

C H A P T E R 8 Security Services 8-1

About Security Services 8-1

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Contents

Security Monitor 8-1

Security Assess and Repair 8-1

Requirements for Security Services 8-2

When to Use Security Services 8-2

How to Use Security Services 8-2

Reviewing the Security Analysis Report 8-3

Reviewing the Security Passive Monitor Report 8-4

Navigating to the Security Assess and Repair Feature 8-6

Assessing a Supported Device 8-6

Configuring a Border Router 8-9

Repairing a Vulnerability 8-12

C H A P T E R 9 Voice Services 9-1

About Voice Services 9-1

Voice Application Monitor Service 9-1

Voice Monitor Service 9-2

Requirements for Voice Services 9-2

Requirements for the Smart Care Reflector 9-3

When to Use Voice Services 9-3

How to Use Voice Services 9-3

Viewing Voice status for Discovered Devices 9-4

Assessing Voice Devices 9-5

Assessing Maximum Call Volume 9-6

Assessing Voice Traffic 9-11

Viewing Reports on Voice Call Quality and Quantity 9-12

Installing the Reflector Software 9-14

Registering a Reflector 9-15

Deactivating a Reflector 9-18

Starting the Voice Quality Monitor Service 9-18

Scheduling the Voice Quality Monitor Service 9-20

Viewing reports from the Voice Quality Monitor Service 9-22

C H A P T E R 10 Smart Care Support 10-1

Contact Support 10-2

Supported Device Matrix 10-2

Excluded Devices 10-3

Ignored Devices 10-7

Customer Privacy Notice 10-8

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Help 10-8

Managing Your Profile 10-8

Alert Notification Preferences 10-10

Email to Case 10-12

Protecting Your Smart Care Data 10-12

Backing Up Your Data 10-13

Restoring Your Data 10-14

Banner Functions 10-16

Smart Care Acceleration Program 10-16

Getting Help 10-16

Exiting the Service 10-16

Software Version Information 10-16

C H A P T E R 11 Troubleshooting 11-1

Discovery and Inventory Issues 11-1

Device Added With Incorrect Device Type 11-1

Discovery Does Not Identify Device Type 11-1

Setting Up SNMP Community Strings for Voice Applications 11-1

Setting Up SNMP Community Strings for IOS and CatOS Devices 11-3

Responding to no devices Message 11-3

Appliance Status Message 11-3

Customer Site versus Location 11-4

Client Registration Fails with the Partner (CCO) login? 11-4

Adding Customer Information in the Dashboard before Installing the Network Appliance 11-4

Static IP or DHCP Address for the Network Appliance 11-4

Hardware Appliance Registration Fails 11-4

Registering the Hardware Appliance in the Partner Lab 11-5

Responding to 1628 Error Message 11-5

Issues with Core Monitoring 11-5

Assigning and Enabling a Client 11-6

Browser Response or Display Problems 11-6

Services Grayed Out 11-6

Voice Device Not Recognized 11-6

Network Devices Do Not Keep Correct Time 11-6

Relogging into Smart Care Service 11-6

Browser Session Fails 11-6

Discovery Discrepancies 11-7

Recovering After a Service Times Out 11-7

IP Phones Failed Status 11-7

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Contents

Troubleshooting the Reflector Software 11-7

Windows – Reflector 11-8

Check the DDNS Update Functionality 11-8

DDNS Server (Network Appliance) 11-9

Windows DDNS Server 11-9

Linux DDNS Server 11-9

Testing DDNS 11-10

Frequently Asked Questions 11-12

Useful Tips 11-12

Restoring Data from Backup 11-13

Replacing a Network Appliance 11-14

Best Practices 11-15

Optimizing Discovery and Inventory 11-15

Optimizing the Client Functionality 11-16

Multi-channel Server Limitation 11-16

Router Security Checklist 11-16

Backing Up and Restoring Cisco Smart Care Data 11-17

Welcome Screen 11-17

Online Help 11-17

Contacting Technical Support 11-17

A P P E N D I X A Configuring syslog Support A-1

Configuring the Client A-1

Configuring Cisco Devices for syslog A-1

Configuring Catalyst Devices A-2

Correcting the syslog Timestamp A-4

Catalyst Switch A-4

Router A-4

A P P E N D I X B Configuring SNMP Support for Unity and Unity Connection B-1

Installing the Event Monitoring Service B-1

Installing the Remote Serviceability Kit B-2

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Preface

About This GuideThis guide is intended for Cisco Smart Care Service partners.

For qualified Smart Care Service partners, this user guide contains all the information needed to configure and maintain the Cisco Smart Care Service program both at your location and on your customer networks.

About the Smart Care User DocumentationThe Smart Care Service user documentation includes:

• Smart Care Service Partner User Guide

• Smart Care Service Partner Configuration Guide

• Smart Care Service Customer User Guide

• Smart Care Service Quick Setup Guide

• Smart Care Service Release Notes

Additional Smart Care user information is available in the application online help, training accessible from the Smart Care application Welcome page, and marketing collateral such as FAQs and datasheets available from the partner portal.

The order in which this documentation set should be used is described following.

For Partners • Smart Care Service Release Notes to obtain late-breaking information for the current release.

• Smart Care Service Partner Configuration Guide for instructions on presenting Smart Care to new customers.

• Smart Care Service Partner Configuration Guide for instructions on configuring the Network Appliance for new customers.

• Smart Care Service Partner Configuration Guide again for instructions on running the Smart Care application after customers have been added to Smart Care.

• Smart Care Service QuickSetup Guide and related job aids for a condensed treatment of the steps necessary to install and configure assessment devices. This is not recommended for first-time users.

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PrefaceFeatures

For Customers • Smart Care Service Release Notes to obtain late-breaking information for the current release.

• Smart Care Service Customer User Guide for information on using the Smart Care application.

FeaturesSmart Care includes the following features:

• Network-level management in a secure environment offering 24/7 technical support, spare parts support, and IOS device upgrades.

• Proactive monitoring by qualified network professionals.

• Proactive notifications of security vulnerabilities, end of life notifications for hardware and software, and other notifications.

• Remote assessment and repair of the network.

• Capabilities that make it possible for customers to assess and prepare graceful network upgrades, seamless integration of new equipment, and extend network functionality by adding new capabilities and technologies while minimizing down time.

Organization of the GuideThis guide explains how to install, configure, and operate Smart Care Service products in all supported environments as follows:

Chapter 1, “Cisco Smart Care Service Overview”—Introduces the Smart Care Service program.

Chapter 2, “Getting Started as a Smart Care Partner”—Explains how to get started as a Smart Care Partner.

Chapter 3, “Getting Started with Smart Care”—Explains the basics of bringing on Smart Care customers.

Chapter 4, “Customer Administration”—Explains how to administer Smart Care customers.

Chapter 5, “Discovery Service”—Introduces the Discovery service and explains the process of discovery in Smart Care.

Chapter 6, “Inventory Service”—Introduces the Discovery service and explains how to create a customer inventory in Smart Care.

Chapter 7, “Core Services”—Introduces Smart Care Core services and explains how to use them.

Chapter 8, “Security Services”—Introduces Smart Care Security services and explains how to use them.

Chapter 9, “Voice Services”—Introduces Smart Care Security services and explains how to use them.

Chapter 10, “Smart Care Support”—Provides resources to use to support Smart Care customers and installations.

Chapter 11, “Troubleshooting”—Describes common problems and their solutions.

Appendix A, “Configuring syslog Support”—Explains how to set up syslog monitoring for the Smart Care Service environment.

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PrefaceOrganization of the Guide

Appendix B, “Configuring SNMP Support for Unity and Unity Connection”—Explains how to configure Simple Network Management Protocol for the Smart Care Service environment.

Obtaining Documentation and Submitting a Service RequestFor information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

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http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

PrefaceOrganization of the Guide

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C H A P T E R 1
Cisco Smart Care Service Overview
The Cisco® Smart Care Service is a service offering that provides Cisco Partners with a proactive service platform that allows them to create tailored services for their SMB customers. The service covers networks with a device count of between one and 105 commercial-class Cisco products, including voice.1

Smart Care is implemented on the customer site through a Network Appliance (hardware) or Network Client (software), that continually analyzes data about the health of the network then securely communicates this information to the partner through a Cisco hosted system. The Network Appliance or Network Client also provides a broad range of proactive assess and repair, Cisco network foundation, voice, and security solutions on a single contract. Additionally, Smart Care provides:

• Proactive notifications to simplify the updating of Cisco devices.

• Partner delivered technical support backed by expert Cisco TAC.

• Hardware replacement of qualified Cisco devices.

About Smart Care ServicesSmart Care provides the following technology groups of services.

Table 1-1 Smart Care Services

1. IP phones are fully covered by the service but are not counted as a unit in the pricing.

Technology and description Services

Discovery Provides the Discovery service, which discovers and classifies information about the devices on customer networks.

Inventory Provides the Inventory service, which collects discovered and manually entered information about the devices and software on customer networks.

Core Services Basic services for network management. Core services include Assess and Repair, Active Monitor, Passive Monitor, Remote Access, Disaster Recovery and Alerts and Notifications.

1-1Cisco Smart Care Services

Chapter 1 Cisco Smart Care Service OverviewUnderstanding the Smart Care Service Environment

Understanding the Smart Care Service EnvironmentThe Cisco Smart Care Service environment (shown in Figure 1-1), includes:

• Either a hardware appliance or a software client located on each customer network.

The appliance or client polls monitored devices and gathers information on supported Cisco devices.

Installing the software client on a laptop is a convenient way to demonstrate the Smart Care Service to prospective customers, and to gather network data used for quoting annual service contracts.

• A browser-based application. Smart Care supports Firefox 1.5 or higher or Internet Explorer 6.0 or higher. However, Encover, the Smart Care BPO, requires the use of Internet Explorer 6.0 or higher for access to their portal.

This document describes the browser-based application. The client (hardware and software) is described in the Cisco Smart Care Service Configuration Guide.

Figure 1-1 The Smart Care Network Environment

Security Services Services to passively and actively monitor, assess, and repair network security. Security services include Security Monitor and Security Assess and Repair.

Voice Services Services to passively and actively monitor and assess network voice capabilities. Voice services include Voice Monitor and Voice Quality Monitor.

Technology and description Services

Redundant, mirrored serverfarms providing “portal”and “server” functions. Partners and Customers

require only standard browserand Internet access to utilize

the service – including theadvanced diagnostic tools

enabled by the on-site device.

Pre-Sales and Transactional:Windows XP Laptop, runs allrequired on-site applications.

Post-Sales:1 RU Appliance. Runs all on-site

required functionality

2219

68


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The Smart Care Service system:

• Simplifies network-wide management for customer networks that are growing in size and in complexity.

• Displays the current status of the network for devices, security, VoIP and the like.

• Reduces the cost of managing a network by leveraging Cisco Partner expertise and experience backed up by Cisco Technical Support.

• Allows the full range of small to medium sized business (ideally from 50 to 600 employees) to have the benefit of a 24/7 fully monitored and managed network.

• Provides Cisco technical support services, spare parts, constant monitoring, upgrading, configuration back up and recovery without the attendant investment in a Network Operations Center and the cost of training staff to run it.

• Facilitates the deployment of new technologies and services.


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C H A P T E R 2
Getting Started as a Smart Care Partner
Signing Up for Smart Care Service Partners who qualify and who are interested in offering Cisco Smart Care Service are automatically approved at the Cisco Small and Medium Business (SMB) Theater and Account Manager level. Approved Cisco partners that are selected for this service are then sent information on the program, including instructions about how to register as Smart Care Service partners. After a partner accepts the Cisco Terms and Conditions during the registration process, the partner company information is displayed from the Cisco Partner Channels system.

Partners can then log into the Smart Care Control Panel to run the Discovery service. However, registration is not complete. Partners should expect to receive an invitation from the Business Process Outsourcer, Encover Inc. Partners must register with the Business Process Outsourcer (BPO) and accept the BPO Terms and Conditions before they can review Smart Care quotes and place orders.

Minimum Eligibility RequirementsThe minimum eligibility requirements for Smart Care are posted at:

http://www.cisco.com/web/partners/services/programs/smartcare/offer.html

Registering for Smart CareTo register as a Smart Care Service-approved partner:

Step 1 Go to http://www.cisco.com/web/partners/services/programs/smartcare/index.html


http://www.cisco.com/web/partners/services/programs/smartcare/offer.html

http://www.cisco.com/web/partners/services/programs/smartcare/index.html

Chapter 2 Getting Started as a Smart Care PartnerRegistering for Smart Care

Figure 2-1 The Registration Form

Step 2 Click the Offer the Service link to register. The login screen shown in Figure 2-2 appears.

Figure 2-2 The Smart Care Service Login Screen

Step 3 Enter your Cisco partner (Cisco.com) User Name and Password.

Step 4 Click OK. The Offer the Service screen appears as shown in Figure 2-3.


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Figure 2-3 Build your Business Case

Step 5 Click the Build your Business Case link. Figure 2-4 appears.

Figure 2-4 Registering to Offer Smart Care

Step 6 Scroll down to Register to Offer Smart Care and click Register. The Cisco Smart Care Service Program agreement appears.

Step 7 Click the Cisco Smart Care Service Agreement to accept the terms and conditions that govern Smart Care. Complete the Partner Signatory information as shown in Figure 2-5.


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Figure 2-5 Partner Signatory Information

Note This form must be completed by a partner representative who is authorized to commit to accept the Smart Care terms and conditions.

Step 8 Complete the form and click Accept. If you do not accept the terms and conditions that are required to be a Smart Care partner, click Decline. If you are not authorized to commit your company to these terms but know who is, click Nominate and provide the requested information.

Step 9 After you click Accept, the information that you provided is displayed. If this information is correct, click Confirm Acceptance. Next, you can confirm that your partner business is eligible for Smart Care. See Figure 2-6.


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Figure 2-6 Registration Details

Step 10 In the Partner Eligibility section, confirm that you agree to the training requirements for Smart Care by clicking the training agreement checkbox. This step is required.

Step 11 To agree to support customers, click the support check box. This step is also required.

Step 12 Click Register.

You will be notified when your registration is accepted.

Step 13 Click Continue on the notification message page.

The Welcome to the Cisco Smart Care Service page should display as shown in Figure 2-7.

You can now register with Encover. Encover is Cisco’s Business Process Outsourcer (BPO). Encover requires your registration information to process the quotes and estimates that you generate for your customers.


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Figure 2-7 Welcome to the Cisco Smart Care Service

Step 14 Click Continue.


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Figure 2-8 Registering with Encover

Step 15 Fill out the requested information and click I agree to the terms ... .

Step 16 Click Submit.

Encover should send you your User ID and Password within one business day. Use these credentials to log in to review quotes and to purchase service contracts. This e-mail also includes a link to the Encover quoting service. You can use this link to log in and manage your quotes.


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Chapter 2 Getting Started as a Smart Care PartnerLogging Into Smart Care

You are finished with the registration process.

Logging Into Smart CareSmart Care Service-qualified partners can log into Smart Care at:

https://tools.cisco.com/smartcare/

using their Cisco.com user name and password as shown in Figure 2-9.

Alternatively, if you have just finished the registration process, you can find a link to login to Smart Care in the e-mail that notified you that you were successfully registered as a Smart Care Partner.

Figure 2-9 Login Page

Welcome PageFor partners, the Smart Care Service application opens to the Welcome page (see Figure 2-10). This orientation page provides useful information about getting started with Smart Care. The Welcome page also includes information about support, training, and other resources.


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https://tools.cisco.com/smartcare

Chapter 2 Getting Started as a Smart Care PartnerWelcome Page

Figure 2-10 Welcome to Smart Care

To prevent the Welcome page from displaying on login, clear the check box Always show this page when I login. To set the Welcome page to display on login, click the Welcome link and then select Always show this page when I login.

Use the View Quote link to connect to the Encover website. You can log into the website by using your Cisco CCO username and password. Note that it is no longer necessary to separately access Encover with different credentials.


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Chapter 2 Getting Started as a Smart Care PartnerConfiguring the Partner Profile

Configuring the Partner Profile To manage your partner profile and system configuration, click Administration > Profile Configuration. The partner profile configuration page displays as shown in Figure 2-11

Figure 2-11 Partner Profile Configuration

The Partner Configuration page allows you to provide contact information for your company and to specify how you want to brand your customer’s Smart Care Service pages.

Table 2-1 describes the Partner Configuration fields.

Table 2-1 Partner Configuration Fields

Field Description

Company Name Your company name. For example, International Business Machines, Incorporated.

Short Name A shortened name or acronym for your company. This is typically the name your company is more commonly known by, for example, IBM.

Corporate Address 1 The physical address of your company.

Corporate Address 2 The suite number or other address information for your company.

City The city in which your company is located.

Country The country in which your company is located.

State The state or province in which your company is located.

Postal Code The postal code.

e-mail Your company e-mail address.

Phone 1 The primary phone number for your company.


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Chapter 2 Getting Started as a Smart Care PartnerAdding Your Company Logo

Adding Your Company LogoYou can brand the Smart Care Service browser banner with your company logo. The logo file must be in GIF file format and 86 x 59 pixels in size.

To add your company logo to the browser, follow these steps:

Step 1 Click Browse. The File Upload window appears as shown in Figure 2-12.

Phone 2 Secondary phone numbers, for example, cell phone numbers.

Fax The primary fax phone number.

Save Click Save to write this information to file.

Partner Branding

Company Logo

Select Logo Click Browse to click the logo file you want to use.

Co-Brand with Provided Logo Select this check box to insert a logo of your own choosing, typically your company logo, on Smart Care pages and reports.

Preview Displays a sample of what the browser header will look like. See Figure 2-14.

Save Click Save to load the selected GIF file.The Save button is enabled only upload a logo file.

Table 2-1 Partner Configuration Fields

Field Description


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Chapter 2 Getting Started as a Smart Care PartnerAdding Your Company Logo

Figure 2-12 Selecting the GIF File Logo

Step 2 Select the GIF file that contains your logo.

Step 3 Click Upload. Your logo should now appear in the Partner Branding section of the Profile Configuration page, as shown in Figure 2-13.

Figure 2-13 Adding the Logo

Select the Co-Brand with Provided Logo checkbox to add this logo to the Smart Care browser banner.

Step 4 Click Preview. The Smart Care Service displays your changes, as shown in Figure 2-14.


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Chapter 2 Getting Started as a Smart Care PartnerCreating Partner Users

Figure 2-14 Previewing Branding

Creating Partner UsersYou can create partner users to manage your Smart Care Service. To create a partner user, click Administration > Users. The Partner Users page appears, as shown in Figure 2-15.

Figure 2-15 Managing Your Partner Users

Table 2-2 describes the Partner Users page fields.

Table 2-2 Partner Users Fields

Field Description

° Click this radio button to select a user record. You can modify or delete users.

Partner Name/Cisco.com UserID

The name and e-mail address of the user.

Access Type The type of user. The valid values for this field are Administrator and User. Administrators have full read-write privileges. Users have limited privileges.

Status Indicates whether the user can change the settings associated with the account. The valid values for this field are Enabled or Disabled.

Save Saves any changes that were made.

Edit Allows you to change existing information.


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Chapter 2 Getting Started as a Smart Care PartnerAdding Additional Partner Users

Adding Additional Partner Users You can create additional partner users to manage your Smart Care Service. To create a partner user, from the partner dashboard, click Administration > Users. To add additional users (after a user is created) click Add.

The Add User page appears, as shown in Figure 2-16.

Figure 2-16 Adding Users

To add a partner user, follow these steps:

Step 1 Enter a valid CCO user ID.

Step 2 Click Search.

The system validates the user ID and, if acceptable, displays the Add Partner Users details page as shown in Figure 2-17.

Delete Removes the selected user from the Smart Care Services system.

Add Allows you to create new users by using the process described in “Adding Additional Partner Users”.

Table 2-2 Partner Users Fields

Field Description


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Chapter 2 Getting Started as a Smart Care PartnerAdding Additional Partner Users

Figure 2-17 Adding Partner Users

Table 2-3 describes the Add Partner User page fields.

Table 2-3 Add Partner User Fields

Field Description

Cisco.com UserID The new user’s Cisco.com ID. This field requires a valid Cisco.com ID.

First Name The first name of the user.

Middle Name The middle name of the user.

Last Name The last name of the user.

Access Type The access level of the user. The valid values for this field are Administrator (for full privileges), or User (for limited abilities—the Administration link is not visible to the user).

You must specify at least one administrator.

Address 1 The physical address.

Address 2 The suite number or secondary address information.

e-mail The e-mail address of the user.

City The city where the user is located.


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Chapter 2 Getting Started as a Smart Care PartnerModifying Partner User Profiles

Note You can create multiple enabled administrator users. An administrator user can disable their own account. No administrator can disable other administrator-level users. To disable an administrator user who is no longer associated with your company, click the Support link for contact information.

Modifying Partner User Profiles To modify partner user profiles, click Administration > Users. The Partner Users page appears, as shown in Figure 2-15. Select the user you want to update and click Edit. The Partner User Profile page for the selected user appears, as shown in Figure 2-18.

State Enter the state or province.

Country Enter the country.

Postal Code Enter the postal code.

Phone 1 Enter the primary phone number.

Phone 2 Enter any secondary phone numbers (such as cell phone).

Mobile Enter your user’s cell phone number.

Fax Enter your company’s primary fax phone number.

Administrative Notes Administrators can add comments to this text field.

My Time Zone Select the time zone appropriate for your company’s location.

Add Click Add to save the changed information entered on this page and create the user record.

Cancel Click Cancel to close this window without saving any changes.

Table 2-3 Add Partner User Fields

Field Description


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Chapter 2 Getting Started as a Smart Care PartnerModifying Partner User Profiles

Figure 2-18 Modifying Partner User Profiles

Table 2-4 describes the Partner Profile page fields.

Table 2-4 Partner User Profile Fields

Field Description

Login Name Change the user’s user name.

First Name Change the user’s first name.

Middle Name Change the user’s middle name.

Last Name Change the user’s last name.

User Type Change the capabilities the user has. Valid values are: Administrator (can change any partner-editable information), or User (limited abilities). To change a user type, contact the Smart Care Administrator.

Address 1 Change the user’s physical address.

Address 2 Change the user’s suite number or secondary address information.

e-mail Change the user’s e-mail address.


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Chapter 2 Getting Started as a Smart Care Partner

To delete a user, select them and click Delete. To save any changes you have made, click Save.

The rest of this chapter describes the other options available on the Control Panel.

Designation Change the description for the user, for example, network administrator.

City Change the user’s city.

State Change the user’s state or province.

Country Change the user’s country.

Postal Code Change the user’s postal code.

Phone 1 Change the user’s primary phone number.

Phone 2 Change the user’s secondary phone numbers (such as cell phone).

Mobile Change the user’s cell phone number.

Fax Change the user’s primary fax phone number.

Administrative Notes Change the text description for the user.

User’s Time Zone Change the user’s time zone.

Modify Click Modify to save the changed information entered on this page and update the user record.

Cancel Click Cancel to close this window without saving any changes.

Table 2-4 Partner User Profile Fields

Field Description


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C H A P T E R 3
Getting Started with Smart Care
This chapter explains how to use the Smart Care Service application. Smart Care is a browser-based software application that can help you to manage and monitor your networks. Smart Care offers a broad range of features that you can use to deploy services, request quotes, generate reports, monitor network health, manage supported Cisco devices, and apply network fixes.

Note The Smart Care Service application is compatible with Internet Explorer (version 6.0 or higher) and Firefox (version 1.5 or higher). The application is best viewed at a screen resolution of 1024 x 768.

Creating Contracts for New CustomersNew customers must have a contract in place before they can participate in Smart Care Services.

To create the necessary contract for new Smart Care customers, follow the instructions below.

Registering a New CustomerTo add a new customer to Smart Care, the Partner must:

Step 1 Create a new customer. (For details, see “Managing Customers”.)

Step 2 Associate a software client with the new customer.

For more information about managing appliances, see “Managing Appliances”.

Step 3 Run the Discovery and Inventory Services.

For more information about using the Discovery service, see “Discovery Service”. For more information about using the Inventory Service, see “Inventory Service”.

Note Smart Care does not support requests for quotes before the Discovery and Inventory services are run at least one time.

Step 4 On the Device Inventory Page, to continue to the Review Quote Request page, press Save and Continue.

Step 5 On the Review Quote Request page, as shown in Figure 3-1, the Partner can select the contract term, desired start date of the contract and select the distributor. Partner can check the product pricing.


Chapter 3 Getting Started with Smart CareCreating Contracts for New Customers

Figure 3-1 Review Quote Request

Step 6 To submit the data, click Request for Quote.

The minimum prerequisites for Smart Care must be met before you can submit a final quote.

Step 7 The inventoried device data is validated further and is checked for existing contract coverage.

Step 8 Partners who are registered with the BPO Encover, and who have signed the terms and conditions agreement, receive an e-mail notification that the quote is ready to be viewed. To view the quote, click the View Quote link on the Welcome page. This link connects you to the Encover website where you can log in by using your Cisco CCO username and password.

Step 9 After the contract is created, the default weekly Discovery Service run is scheduled automatically. The Partner can also run the service manually to add additional devices to the network.

As additional inventoried devices are detected, the data is sent through validation processes and the Smart Care contract is updated. If the contract price increases, the necessary invoicing is generated.


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Chapter 3 Getting Started with Smart CareOrdering Assessment Services

Ordering Assessment ServicesSmart Care Assessment Services is a Smart Care feature that gives Smart Care partners the ability to offer an evaluation of Smart Care for their customers. The basic guidelines for the use of Smart Care Assessment Services are as follows:

• Smart Care Assessment Services is operational for 60 days or for three runs of the Discovery and Inventory services.

• Partners need to order Assessment Services at least 24 hours before they intend to use them.

• There are two levels of Assessment Services: The basic service CLNA and a more comprehensive CLNB.

• Assessment services contracts are not renewable.

To order Assessment services, navigate to the Order Assessment Services link on the Partner Control Panel or click Order Assessment Services from the navigation pane. See “Ordering Assessment Services”.

Note For customers with CNL3 or CNL4 Smart Care contracts, there is no need to buy Assessment services. This customer appears in the customer list of the assessment services configuration as disabled.

Note If the customer has a contract with another partner, Assessment Services cannot be offered,

To order Smart Care Network Assessment clients:

Step 1 Navigate to Administration > Order Assessment Services. See Figure 3-2.

Figure 3-2 Order Assessment Services

Registered customers are shown on the left side of the page. Order the appropriate Assessment Services level. New customers are eligible for either level. Existing customers can move only to Level 2.

Step 2 Click Continue. The pricing information for the specified service levels appears as shown in Figure 3-3.


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Chapter 3 Getting Started with Smart CareRunning Services

Figure 3-3 Order Assessment Services Pricing.

The Add Customer button is also available on this page. You can use this, for example, to add a new customer during a demonstration of Smart Care.

Step 3 Click Request a Quote to process your changes. A confirmation that your request has been processed displays. See Figure 3-4.

Figure 3-4 Order Assessment Request Confirmation

Running Services

Step 1 Run the Discovery service.

You can configure the discovery engine to optimize performance. (See “Optimizing the Discovery Engine”.)

From the Services Dashboard of the selected customer, click Discovery and launch a scan of the network. (See “Tracking Contract Health”.)


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Chapter 3 Getting Started with Smart CareManaging Appliances

Step 2 Run Inventory services.

For the selected customer, click Device Inventory to review the devices that were discovered during the scan. (See “Inventory Service”.)

Step 3 Run the other services.

For the selected customer, click Administration > Services. Click the desired service. (See “Managing Services”.)

Note Be sure to schedule service runs so that each service can complete before the next service starts. In most environments, an interval of two hours between service start times is sufficient.

Note Partners can use the Network Appliance if the customer already has an annual subscription service.

Note If the partner is selling only software-based Assessment Services, use the Network Client.

Managing AppliancesTo prepare the Network Appliance or Network Client that was installed for a given customer, follow the steps below.

For more information about installing and configuring an assessment client for each customer, see the Smart Care Service Configuration Guide.

Step 1 Click Administration > Assessment Appliances.

The Assessment Appliances page, shown in Figure 3-5, displays information about the appliance or software client on the customer network.

Note After installation, the hardware appliance and the software client are functionally equivalent. However, the Smart Care Service supports the use of only one appliance or client at each customer location. Multiple appliances or clients are supported only for customers using segmented networks that are not routable from one location. In such segmented networks, you must install one appliance or client for each segment to be monitored. Note that a separate contract is required for each appliance or client.


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Figure 3-5 Assessment Appliances

Table 3-1 describes the Assessment Appliance Configuration page fields.

Table 3-1 Assessment Appliance Configuration Fields

Field Description

° Click this radio button to select an assessment device.

Cisco Network Assessment Appliance Name

The configured name of the Network Appliance (hardware device) or Network Client (software client).

Cisco Network Assessment Appliance Type

The type of device. The valid options for this field are Hardware Client (Network Appliance) or Software Client (Network Client).

Assignment Indicates the assessment device/customer affiliation. The valid options for this field are Assigned (to a specific customer) or Unassigned (not associated with any customer).

Status Indicates the state of the device. The valid options for this field are Enabled or Disabled.

Assessment devices must be assigned and enabled in order for services to be run.

Customer The name of the customer to which the device is assigned. If the device is not assigned, this field is blank.

The customer name is the name that was specified in the Customer Name field of the Customer Profile.

Customer Site The location of the Network Appliance or Network Client.

Details Click the View/Edit link for each device to display device details (Figure 3-6).

Assign/Un-assign Click to associate the Client with a customer. Clients must be assigned and enabled before Smart Care can gather network information.


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Step 2 Configure the Appliance Details.

Make sure you enable the client for this customer.

Step 3 To display details about an assessment device, click the View/Edit link in the Details column. The Manage Appliance page displays as shown in Figure 3-6. This is a read-only page.

Figure 3-6 Managing Assessment Products


Delete Appliance Click to remove the Client from Smart Care.

Add Site Click to add a customer site, then select the customer to enter a site name.

Delete Site Click to remove a customer site.

Order Appliances Click to place an order for an appliance or an additional appliance.


Field Description

Table 3-2 Assessment Device Details

Field Description

Details

The Cisco Network Assessment Appliance is

Indicates whether the Network Appliance is enabled or disabled.

An assessment device that is assigned to a customer must also be enabled before it can process Smart Care service requests.

Cisco Network Assessment Appliance Name

Displays the name configured for this device. For software clients, this name is displayed as a link; for hardware clients, it is displayed as an icon.

For Network Clients, click the Cisco Network Assessment Appliance Name link. The status details page appears as shown in Figure 3-7.

For Network Appliances, click the icon to control the device remotely. See “Changing the Assessment Device”.


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Note The actual services that can be run on a network depends on the customer entitlement based on the contract level and the partner eligibility or certification to run certain services.

Figure 3-7 Network Appliance Status Details

The Appliance Status Details page includes the Status Last Updated value, which indicates when the Network Appliance last communicated with the Cisco back-end server.

Cisco Network Assessment Appliance Type

Displays the type of device. The valid options for this field are Hardware Client (Network Appliance) or Software Client (Network Client).

Save The Save button is enabled when the network appliance is disabled.

Appliance Backup

Appliance Backup The Appliance Backup section enables you to create a backup of the information stored on a Network Appliance or Network Client and restore it in the event of a system failure. For information about backing up your client data, see “Protecting Your Smart Care Data”.

Installed Services

Service Lists the services that are installed on this assessment device and that are supported by the client.

Current Version Lists the version number of the service.

Status Displays information about the operational status of the service.

Table 3-2 Assessment Device Details

Field Description


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Client Created is a timestamp value that indicates when the Network Appliance registered with the Cisco back-end server.

Client Last Modified is a timestamp value that indicates when the most recent changes were made to Network Appliance parameters. For example, the last time the Network Appliance was upgraded, or the last time the Network Appliance was restarted.

Click Refresh to obtain the latest status information for the Network Appliance. When you are done reviewing the status of this Network Appliance, click Close.

Changing the Assessment DeviceThe customer requests for a network appliance installation by raising a contract quote. So, typically a Smart Care Network Appliance first installs the Network Client software that is used to obtain a contract quote. After an Appliance is in place, the contract is created and the partner installs the Network Appliance.

To change from one client to another, follow these steps. This example shows how to change from a software client to a hardware client.

Step 1 Install the assessment device that is not already installed.

Note Typically the Network Client—the software client—is installed, so install the Network Appliance—the hardware client. See the Smart Care Service Configuration Guide for instructions.

Step 2 Change the status of the assessment device that you are replacing to Disabled.

Step 3 Change the status of the assessment device that you want to use to Enabled. See “Managing Appliances”.

Step 4 Save your changes. A confirmation that your request has been processed displays. See Figure 3-4.

Configuring the Assessment ApplianceAfter a Smart Care client is assigned and enabled (Administration > Assessment Appliances), you can view its status by navigating to the Administration > Assessment Appliance > Configuration page for the customer., as shown in Figure 3-8.

Figure 3-8 Displaying Customer Assessment Appliance Configuration Information


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Field Description

Client Name Displays the name configured for the Network Appliance or Network Client.

Client Site Displays the name of the location for this Network Appliance or Network Client.

Type Displays if the device is the hardware Network Appliance or the software Network Client.

Status Displays if the Network Appliance or Network Client is enabled or disabled.

Details Displays information about the software client or hardware appliance. Click View to display the Manage Appliances page. (See Figure 3-6.)


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C H A P T E R 4
Customer Administration
This section explains how to perform administration tasks for your Smart Care customers, including:

• Managing Customers

• Ordering Premium Service

• Adding Customers

• Displaying Customer Information

• Tracking Service Status

• Tracking Contract Health

• Reviewing the Customer Summary

• Reviewing the Service Report History

• Reviewing Customer Services

• Network Diagnostics

• Maintaining the Customer Company Profile

• Reviewing Customer Users

• Safeguarding Information for Discontinued Customers

• Managing the Installed-At Site

• Maintaining Preferred Distribution List

• Managing Services

Managing Customers To manage customers, from the Smart Care navigation pane, select Administration, and then click Customer Management. The Customer Management page appears as shown in Figure 4-1.


Chapter 4 Customer AdministrationOrdering Premium Service

Figure 4-1 Customer Details

Table 4-1 describes the Customer Management page fields.

Ordering Premium ServiceFor selected devices and approved customers in supported locations, Smart Care provides a premium four-hour support service. This service is provided in addition to the standard Next Business Day (NBD) service.

Table 4-1 Customer Management Fields

Field Description

Filter Select a specific condition or All.

Match if Specify matching criteria.

Go Click to process the filter settings.

Clear Filter Click to erase filter settings.

Company Name Displays the customer name.

Primary Address Displays the customer’s physical address. If the customer has more than one location, this should be the main (for example, headquarters) address.

Cisco.com Accounts Displays the CCO account ID.

Page Allows you to navigate through multipage screens and displays the current page.

Edit Allows you to change the information that is shown on this page.

Delete Removes the selected record. To select a record, click the radio button to the left of the company name.

Add Customers Allows you to create another customer profile.


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Chapter 4 Customer AdministrationOrdering Premium Service

If Premium Services are available for equipment in a customer network for a supported location, in addition to the NBD option, Premium appears as an option in the user interface. If you do not see Premium as a selectable option, it is not available for this equipment or this customer location. If it does appear, some products can be covered under premium services for this address.

On the Device Inventory screen for the selected customer, the Coverage field allows you to select NBD or Premium. Select the type of coverage available for each item. By default, all devices are NBD.

To order Premium services for your customer:

Step 1 Select Premium from the pull-down menu.

Note IP phones and software are not eligible for Premium service coverage.

Step 2 Click Save and Continue.

The Contract Confirmation pop-up window appears with a message confirming that Premium coverage was requested for the customer.

Note Premium service produces are delivered to the Installed-At-Site address that is entered in the Customer Management page.

Step 3 Confirm the order and, from the Estimate page, click Request for Quote.

After the initial order for Premium services, when you make changes, the Contract Confirmation pop-up window allows you to click Save to Contract to save the changes.

Step 4 Click Back to close the window without saving changes. Premium services starts 30 days from the contract start date.

After your saved changes are submitted, you will receive an estimate of premium charges.

If this is the first time Premium service was requested, a new Smart Care contract is created for Premium coverage.

Note If you move a Premium service device to a location that does not support premium services, the contract returns to NBD-level support.

Figure 4-2 Popup Message for Premium and Other Contract Changes


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Chapter 4 Customer AdministrationAdding Customers

Adding CustomersTo create a customer profile:

Step 1 From the Smart Care navigation pane, select Administration > Customer Management.

Step 2 Click Add Customers. The Search Customer page appears as shown in Figure 4-3.

This feature allows you to search the Cisco database for a customer match and to build a customer profile by downloading customer information from the database into the Smart Care Service.

After you create at least one customer account or profile, the Customers link on the navigation pane becomes active and you can modify your customer accounts. The active link is indicated by the plus (‘+’) sign.

Figure 4-3 Searching for an Existing Customer

Step 3 If you cannot locate information for your customer in the Cisco database, click Add New. The Add Customer page appears as shown in Figure 4-4.

Complete the customer profile by providing name, address, and service information. Note that the search information that you entered was saved; you do not need to enter it again.

Figure 4-4 Adding Customers


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Chapter 4 Customer AdministrationDisplaying Customer Information

Note The fields that are required to create a customer profile are identified with an *.

Table 4-2 describes the Customer profile fields.

After you create a customer profile, you can locate it by clicking the Customers link in the navigation pane.

Displaying Customer InformationWhen you add customers to your Smart Care Control Panel, they are shown in the following locations:

• The customer list on the Customers Dashboard

• As a new menu item on the main navigation menu

Each customer has its own set of submenus for viewing network health status, performing services, and completing administrative tasks.

For information about adding customers, see “Managing Customers”.

To display the Customer Summary:

Step 1 Click Dashboard, and then select the Customer Summary tab.

The Customer Summary appears, as shown in Figure 4-5. If there are no customer accounts, the Customer Summary page is empty.

Table 4-2 Customer Profile Fields

Field Description

Customer Details

Customer Name The customer name. For example, International Business Machines, Incorporated.

Short Name A shortened name or an acronym for the customer. For example, IBM.

Primary Address The physical address of the company, including suite number, if any.

City The city in which the company is located.

State/Province The state or province in which the company is located.

Zip/Postal Code The postal code.

Country The country in which the customer is located.

Add/Cancel Click Add to save the customer record. Click Cancel to close this window without saving changes.


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Chapter 4 Customer AdministrationDisplaying Customer Information

Figure 4-5 Smart Care Customer Summary

Table 4-3 describes the Customer Summary page fields.

Table 4-3 Customer Summary Fields

Field Description





Network Status Icons indicate the current status of the customer network. The valid icons are shown below in Core, Security, or Voice Technologies.

The status field indicates the highest level of severity associated with any of the items below it. For example, if the highest level of severity for the Voice devices for a customer is 'warning', the dashboard displays 'warning' status.

Customer Displays customers configured by the partner.

Alerts Displays PSIRT, EOX, and Field Notices (FN) alerts received by customers.

EOX are end-of-service notices.

PSIRTs are security-related alerts from the Product Security Incident Response Team.

FNs are field notices that contain important information about devices.


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Chapter 4 Customer AdministrationTracking Service Status

Tracking Service StatusTo review important service status names cross-referenced against customer names:

Step 1 Click Dashboard, and then select the Service Status tab.

The Service Status tab appears, as shown in Figure 4-6.

Core Technologies Displays the number of days since the last assessment and repair was run. Also displays the current status of Cisco devices. Valid options are:

Security Technologies Displays the number of days since the last assessment and repair was run. Also displays the current status of Cisco devices. Valid options are:

Voice (VoIP) Technologies Displays the number of days since the last assessment and repair was run. Also displays the current status of Cisco devices. Valid options are:

Add New Customer Allows you to create a new customer account.

Table 4-3 Customer Summary Fields (continued)

Field Description

Indicates status is normal

Indicates an alert (warning) condition

Indicates device is not operating



Indicates critical events such as device is not ooperating properly or CPU utilization exceeds set threshold levels, and so on.



Indicates a serious problem such as the Assessand Repair service was not run for the past 30days, or syslog reported activity for security, and so on.


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Chapter 4 Customer AdministrationTracking Contract Health

Figure 4-6 Smart Care Service Status

Table 4-4 describes the Service Status page fields.

Tracking Contract HealthSmart Care provides information about the status of the contracts belonging to your customers in the Smart Care user interface.

To view contract status information:

Step 1 From the navigation pane, select Dashboard, and then click Contract Status.

The Contract Health page appears, as shown in Figure 4-7.

Table 4-4 Service Status Fields

Field Description

Status Describes the status level of the message. See the description of the symbols below.

Customer Name The name of the customer whose network is affected.

Discovery Date Date when the issue about which the message was sent was discovered.

Number of Devices The count of affected devices.

Description A message describing the issue.

Symbol

x Attention needed

! Notification/New/Caution

√ Status is good

o No data available

- Not enabled


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Chapter 4 Customer AdministrationTracking Contract Health

Figure 4-7 Customer Contract Health

Table 4-5 describes the Customer Contract Health page fields.

Table 4-5 Customer Contract Health Fields

Field Description





Contract Health Displays a symbol representing the status of the contract. See the symbol legend below.

Customer Displays the names of the customers configured for this partner. Click the customer link to view the contract health status. The Customer Contract Health page appears as shown in Figure 4-8 for the selected customer. Clicking Go to Contract Health navigates back to the previous page, the Customer Contract Health page.

Contract/Assessment Displays the class of entitlement, either a contract (C) or an assessment (A).

Contract/Order Number Displays the Smart Care contract or order number.

Service Level Displays the support level for each contract. Valid choices are next business day (NBD) or Premium service.

Page Allows you to scroll through multipage screens and displays the current page.

Symbol

x Attention needed

! Notification/New/Caution

√ Status is good

o No data available - Not enabled


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Chapter 4 Customer AdministrationReviewing the Customer Summary

The events reported on the Health Summary include:

• Contract marked DNR (do not renew)

• Contract close to the Quarterly true-up (within 2 weeks of true-up)

• Contract with a Technology Level change pending

• Contract close to Annual renewal (within 30 days from annual renewal)

• Contract close to exceeding Smart Care limits (network device weight is greater than 100 but less than 105)

• Transactional Entitlement close to the end of 60 days (less than 15 days remaining)

• Transactional Entitlement counter = 1

• Transactional Entitlement counter = 0

Figure 4-8 Customer Contract Health (selected customer)

Table Table 4-6 describes the fields.

Reviewing the Customer Summary The Customer Summary shows the status of the IP network, of network security, and of any existing voice network. It also provides information about the alerts that are received.

Table 4-6 Customer Contract Health (selected customer)

Field Description

Severity Level (Color Code) - Indicates health is good.

- Indicates attention is required.

Notification Date Date of sending notification alert, if any.

Contract/Assessment Displays the class of entitlement, either a contract (C) or an assessment (A).

Contract/Order Number Displays the Smart Care contract or order number.

Start Date Start date of Smart Date contract.

End Date End date of Smart Care contract.

Reason Reason if severity level is not good.

Upcoming Action Effective Date

Displays the date when the next proposed action becomes effective. The action may be extend, suspend and so on.

Comments Displays comments if any.


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Figure 4-9 Customer Summary changes

The Customer Summary provides the following graphs:

• Service Aging report of Core, Security, and Voice services plotted against the days since the last assessment

• Security level plotted against the number of vulnerabilities

• Network bandwidth used over the past 24 hours plotted against the percentage of utilization

• Security monitoring showing syslog-level event counts recorded over the past 24 hours

• Voice device monitoring showing syslog-level event counts recorded over the past 24 hours


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• Core monitoring showing syslog-level event counts recorded over the past 24 hours as well as the highest utilized remote links

After you run the Discovery and Inventory services, you can check for alarms and notifications for the devices that are included in your inventory.

Alerts and NotificationsTo find information about proactive notifications and network alerts:

Step 1 Click Alerts and notifications.

Proactive Notifications

To display proactive alerts and notifications:

Step 1 Choose Customers, and then click the name of the customer for which you want to review alerts and notifications.

Step 2 Click Proactive Notifications.

The alerts and notifications that were sent to the customer are displayed as shown in Figure 4-10.

Figure 4-10 Proactive Notifications

Table 4-7 describes the Proactive Notifications page fields.

Table 4-7 Proactive Notifications Fields

Field Description

Filter controls Click Go to apply your filter settings. Click Clear Filter to delete any filter settings.

Device Type Lists the type of device affected by the alert or notification.

IP Address Lists the IP address of the affected device.

Device Name The name of the device.


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Network Alerts

To display alerts and notifications for the network:

Step 1 Choose Customers, and then click the name of the customer for which you want to review alerts and notifications.

Step 2 Click Network Alerts & Notifications. Both the partner and the affected customer see these network alerts.

Figure 4-11 Network Alerts & Notifications

Table 4-8 describes the Network Alerts fields.

Location Lists the customer location that was affected.

Total Alerts Displays the total number of alerts received and also displays the number of open and ignored alerts.

Critical Displays alerts of a Critical level on the device. These alerts indicate that remedial action is required.

Important Displays alerts of an Important level on the device.

Information Displays alerts of an Informational level on the device.

Last Received Displays a datestamp that indicates when the message was received.

Table 4-7 Proactive Notifications Fields

Field Description

Table 4-8 Network Alerts & Notifications Fields

Field Description

Filter controls Click Go to apply filter settings. Click Clear Filter to delete any filter settings.

Alert Type Identifies the source of the alert.


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Alert Notification has three modes:

• immediate

• daily digest

• daily digest per customer

In the case of IC alerts, immediate mode provides notifications whenever there is a fresh sync-up with Smart Care back-end databases or whenever a customer network inventory is done. The daily digest per customer mode provides a digest of notifications on a daily basis for each customer.

You can choose to receive notifications at separate e-mail addresses for partner users. Only one notification address can be configured for each customer. For information about setting up alerts, see Alert Notification Preferences.

To set the Status and Comments values to the selected alerts, click Save.

Card-level Alerts and Notifications

Devices that support cards are supported by Alerts and Notifications.

To display Card-level Alerts and Notifications:

Step 1 Click Proactive Notifications for the appropriate customer.

Step 2 On the Proactive Notifications page, under Device’s IP Address, click the IP address of the device for which you would like to configure settings.

Each card is displayed as a separate device, as shown in Figure 4-12.

Device Type Lists the type of the device that was affected by the alert or notification.

IP Address Lists the IP address of the affected device.

Device Name The name of the device.

Location Lists the customer location that was affected.

Severity Allows you to filter the display by the level of importance of alerts or notifications received. The choices are (in order of descending importance): Critical - Remedial action is required. Important - Warning information about network status.

Last Received Displays a timestamp that indicates when the message was received.

Action Allows you to set status for the selected alert. This can be one of the following: Open, Ignore, or Resolve.

Comments Provides additional information. This field allows Partners to enter comments about the actions that they take on reported alerts. The customer can then view these comments.

Table 4-8 Network Alerts & Notifications Fields

Field Description


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Figure 4-12 Displaying Card-level Alerts and Notifications

The card-level Alerts and Notifications fields are explained in Table 4-9.

Table 4-9 Card-level Alerts and Notifications

Field Description

Chassis/Card Identifies the host and card type to which the alert applies.

Alerts Displays the number of alerts that were received for this card.

Importance Displays the level of severity of the alert. Valid levels are (in order of descending importance): Critical - Remedial action is required. Important - A condition exists that warrants attention but the card is still functioning. Information - No action required.

Alert The type of alert. Click the alert link for more information.

Received Displays a datestamp that indicates when the alert was received.

Filter Controls Click Go to apply filter settings. Click Clear Filter to delete filter settings.

Alert Type Identifies the source of the alert.


OL-12708-1.4.0.0

Chapter 4 Customer AdministrationReviewing the Service Report History

Partners can also set Status and Comments values for the selected alerts.

To customize your alert notifications, see “Alert Notification Preferences”.

Reviewing the Service Report History To display the service reports that were created for a customer, select the customer from the Customers link on the navigation pane, and then select the customer country. Then click Service Report History to display the Service Report History page for the customer, as shown in Figure 4-13.

Figure 4-13 Displaying Customer Service Reports

Table 4-10 describes the Service Reports page fields.

Action Allows you to set a Status value for the selected alert. This value can be one of the following: Open, Ignore, or Resolve.

Comments This field is provided to allow Partners to add comments about actions taken in response to reported alerts. Customers can view this comment field.

Table 4-9 Card-level Alerts and Notifications

Table 4-10 Service Reports Fields

Field Description





Service Name Displays the name of the service.

Client Site Displays the location of the assessment device.


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To remove a report or reports, select the appropriate check boxes, and then click Delete Report.

Viewing ReportsTo display details about a service report, click View in the Details column for the desired report. A typical details display for the Inventory service is shown in Figure 4-14. All services display details in a similar way.

Figure 4-14 Service Details

To view additional details for service reports, such as graphical analysis (where available), click View in the Report column.

The report page includes the details that were gathered for the selected service. Each service type generates its own report details. The following pages are sample reports.

Status Displays the status of the service. The valid values for this field are: Success (meaning the service completed successfully) or Failed (meaning the service failed on one or more devices).

Time Displays the time at which the service report was created. Click the arrow to sort entries.

Details Click View to display any descriptions or notes that were added to the service report. See Figure 4-17 for a sample details display.

Report Click View to display the report for the selected service. Each service displays a unique report. Sample reports are shown in Figure 4-15 through Figure 4-18.

Page Allows you to navigate multipage screens.

Table 4-10 Service Reports Fields

Field Description


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Figure 4-15 Sample Inventory Report

Figure 4-16 Sample Discovery Report

When you click Details for a Discovery run, Figure 4-17 appears.

Figure 4-17 Details of a Discovery Run

Figure 4-18 Sample Report: Assess and Repair

Reports include information that is tailored to the selected service. For example, the Security Assess and Repair report includes the initial state and report details for each device in inventory as well as a Vulnerability Check List, which shows each vulnerability found, what it means, and how serious it is.


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Chapter 4 Customer AdministrationReviewing Customer Services

Reviewing Customer ServicesTo display the Cisco services subscribed to by a customer, select the appropriate customer from the Customers link on the navigation pane. Then, click Administration > Services to display the Services page for this customer, as shown in Figure 4-19.

Figure 4-19 Displaying Services

Active services are listed in alphabetical order. Partners can edit the label as shown at Administration > Service Management.

For information on how to schedule and run a service, click Get Trained in the Smart Care Resources section of the Welcome page. There are lessons designed to explain how to run services on step-by-step basis.

Table 4-11 describes the Services Control page fields.

Table 4-11 Services Control Fields

Field Description

Technology The networking technology focus for a group of services.

Active Services The Cisco services currently subscribed to and running.

Last Run Displays the time and date at which the service was last run.

Status Displays the current status for each service. Valid values are: Running, Completed, Scheduled, or Not Scheduled.


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Chapter 4 Customer AdministrationReviewing Customer Services

Scheduling a ServiceTo configure a time for a service to run automatically, follow these steps:

Step 1 Click Schedule for the desired service.

Figure 4-20 Scheduling a Service

Actions Displays information on the run status of each service. Click Schedule in the Actions column to create a schedule for this service to run. If a schedule already exists, you are prompted to overwrite the existing schedule by continuing or to cancel and alter existing schedules. Click Continue in the Non-Scheduled column to launch a service. If a service is already running, you will receive a message that continuing stops the current process and canceling allows it to continue.

Click Continue to resume a service operation that has stopped.

Client Site Displays services by customer assessment device installation.

Table 4-11 Services Control Fields (continued)

Field Description


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Chapter 4 Customer AdministrationNetwork Diagnostics

Step 2 Specify how often the service is to run. Valid choices are One Time, Periodic, Every (number of days), Weekly, or Monthly.

Step 3 Specify the details for how often the service is to run.

Step 4 Click Next follow the prompts to provide the information necessary to schedule the selected service.

Note Allow sufficient time between service start times so that the first service run will have time to complete before the next service run is scheduled to start. Allowing at least two hours between start times should be sufficient for most users.

Network DiagnosticsThe Network Diagnostics tool helps to identify and troubleshoot problems with device discovery from the Smart Care portal so the overall functioning of the network improves.

Choose Customers > Customer Name and click to expand.

Choose Administration > Network Diagnostics to open the Diagnostics Options page as shown in Figure 4-21.

Figure 4-21 Diagnostics Options

The network connectivity diagnostics is based on the following stages:

• ICMP response

• SNMP response

• When the device is being cross-referenced to the Smart Care product catalog

ICMP is used to identify the devices and SNMP is used to identify the device type. Traceroute tool identifies routing problems when accessing a site and helps in network troubleshooting. Network Diagnostics tool helps to verify the ICMP or SNMP response, or to perform a traceroute operation for an IP address on the customer network. You can either perform the diagnostics independently for ICMP or SNMP protocols or Traceroutes, or concurrently for all.

1. Click ICMP, SNMP or Traceroute checkboxes to run the required diagnostics.

2. Enter the IP Address of the device in the customer network.

3. To run a SNMP check, enter the corresponding Object ID and the SNMP Community String. Smart Care recognizes all its devices through the SNMP object identifiers and community strings.

4. Click Run. The Diagnostics Options page displays the running status as shown in Figure 4-22.

To clear the values entered, click Clear. To cancel the diagnostics stage selections, click Cancel.


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Chapter 4 Customer AdministrationNetwork Diagnostics

Figure 4-22 Diagnostics Options Running Status

The following results page appears when the diagnostics completes:

Figure 4-23 Diagnostics Results

5. Click Export Report to save the results to an Excel file in your personal folder.


OL-12708-1.4.0.0

Chapter 4 Customer AdministrationMaintaining the Customer Company Profile

Figure 4-24 Export Report

6. In the dialog box that opens, as shown in Figure 4-24, click Open to view the file, click Save to save the report in a local folder or click Cancel to close the dialog box without saving the report.

Maintaining the Customer Company ProfileThe Customer > Administration > Company Profile link allows you to create and maintain information about the customer and the services to which they subscribe. Figure 4-25 displays this information.

Figure 4-25 Displaying Customer Company Information


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Chapter 4 Customer AdministrationReviewing Customer Users

Table 4-12 describes the Company Profile page fields.

Reviewing Customer UsersTo display the users created to manage a customer account, select the appropriate customer from the Customers link on the navigation pane, and then click Administration > Users to display the Users page for the customer as shown in Figure 4-26.

Table 4-12 Company Profile Fields

Field Description

Basic Details

Customer Name Select a name for this customer. This is typically the full legal name of the customer company, for example, International Business Machines, Incorporated.

Note: a partner can create a customer account using the partner name. However, be sure to use a different short name for both accounts and each account also requires a unique Cisco.com ID.

Address Enter the physical address and suite number (if any).

Customer Type Select Active for customers who are ready for Smart Care Service deployment. Select Inactive for presales evaluations or any customers who are not being actively managed.

Service Summary

Currently Active Services Displays the services subscribed to by this customer.

Click View Reports to display reports that have been run.

Current Customer Users Displays the user profile that have been created for this customer. Click View Users to display the users created for this customer.

Currently Managed Devices Displays the devices that have been inventoried for this customer. Click View Devices to display the device currently being managed.

Cisco Network Assessment Appliances

Displays information about the software client or hardware appliance. Click View Appliances to display the status of the assessment appliance or client.


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Figure 4-26 Managing Customer Users Notification Preferences

Table 4-13 describes the Users page fields.

Modifying UsersTo change a customer user account, follow these steps:

Step 1 Select the appropriate customer from the Customers link in the navigation pane.

Step 2 Select the appropriate country for this customer.

Step 3 Click Users to display the Users page for this customer as shown in Figure 4-26.

Step 4 Click Modify for the user account to be changed.

The Customer Profile page appears (as shown in Figure 4-27) with the profile for the selected user.

Table 4-13 User Fields

Field Description

Click this radio button to select a user record. You can modify or delete users.

Name Displays the name of the user. Click the arrow to sort.

Enable/Disable Allows you to enable the user to manage the customer account or disable them from making any changes to the customer account.

User Type Displays the type of user. Valid values are Administrator and User. You can have multiples of each type.

Modify Details Click Modify to change a user profile.

Notification Preferences Displays the settings made in Alert Notification Preferences.

Save Writes to file the changes that were made.


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Figure 4-27 Managing Customer User Accounts

Table 4-14 describes the Customer Profile page fields.


Field Description

Login Name Enter the customer username.

First Name Enter the customer user’s first name.

Middle Name Enter the customer user’s middle name.

Last Name Enter the customer user’s last name.

User Type Specifies what capabilities the user has. Valid values are: Administrator (can change any customer-editable information) and User (limited abilities).

Address 1 Enter the physical address.

Address 2 Enter any suite number or secondary address information.

e-mail Enter the customer user’s e-mail address.

Designation Enter a description for the user, for example, network administrator.

City Enter the city.

State Enter the state or province.

Country Enter the country.

Postal Code Enter the postal code.


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Modifying Notification PreferencesTo modify your notification settings, click Users > Notification Preferences > Modify. The Notification Preferences page displays as shown in Figure 4-28.

Figure 4-28 Managing Notification Preferences

For more information about the Notification Preferences page fields see Email to Case, page 10-12, Table 10-4.

Phone 1 Enter the primary phone number.

Phone 2 Enter any secondary phone numbers (such as cell phone).

Mobile Enter the customer user’s cell phone number.

Fax Enter the primary fax phone number.

Administrative Note Enter a text description of the customer business.

Time Zone Select the time zone appropriate for this user’s location.

Modify Click to save the changed information entered on this page and update the user record.

Cancel Click to close this window without saving changes.


Field Description


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Chapter 4 Customer AdministrationSafeguarding Information for Discontinued Customers

Safeguarding Information for Discontinued CustomersThis section explains what happens to the data of a customer who discontinues participation in the Smart Care program.

Customer data exists within the customer network, with the partner, and inside Cisco and Encover systems. Some data is permanently deleted after a customer ends participation in the Smart Care program; other data remains. This section explains how this data is handled.

Customer data refers to information that is generated by the Smart Care hardware Network Appliance or the Smart Care software Network Client. This data is encrypted and hashed to protect it from unauthorized access.

You can delete customer data from a Network Appliance by using the unregister command. When the unregister command is run on a Network Appliance, or a Network Client is fully uninstalled, all user interface references for this customer are removed from the partner pages.

If you remove a Network Appliance from a customer site without using the unregister command to delete the data of the customer for which it was previously installed, you cannot register that Network Appliance for another customer. If you remove a Network Appliance from the network of a customer who has discontinued the Smart Care Service program and then install it in another network, the Smart Care application will not be operable, because the contract associated with the device is no longer valid.

The Network Client must be fully uninstalled, in which case, all network and registration information is removed. To ensure that the Network Client is properly uninstalled, be sure to respond Yes, when you are prompted during the uninstallation process, to completely removing it.

Note Unassigning a client (Network Appliance or Network Client) removes data associated with that assignment (that is, unassigning the customer, removes that customer's data from the UI and the client), but the registration information remains.

Information gathered by the Discovery and Inventory services is permanently preserved and protected at the Cisco back end. Privacy-related data is not preserved.

Cisco uses this information for “Dun & Bradstreet” type reports on historical data, which includes data on deleted or non-current Smart Care customers. Those reports do not include any sensitive, privacy-related information. These reports are also not used for direct marketing.

For customers who negotiated a contract, their information stays in Encover and the various Cisco contract management systems permanently. As with Cisco backend data, privacy agreements describe how this data is secured and protected.

Note User names and passwords are not saved at the Cisco back end.

After the customer is deleted, the customer data is no longer accessible from the Smart Care Service Control Panel by any user (the partner as well as the Smart Care Administrator). Table 4-15 describes the general categories of information that Smart Care collects and which of this information is soft deleted.


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Chapter 4 Customer AdministrationSafeguarding Information for Discontinued Customers

Table 4-15 Soft-deleted Information

Soft Deleted Information Description

Customer Information Name, Address, Contact details.

Customer Contract information Contract Number, Type, Status, Effective dates.

NETWORK_NAME Assigned name of the network.

IP_ADDRESS_TEXT IP Address served by the related network element.

SUBNET_MASK_NAME Subnet mask applied to the related IP address.

DEFAULT_GATEWAY_NAME Default gateway for the related IP protocol endpoint.

SERIAL_NUMBER Trusted serial number of the physical element.

UDI_ID Business Key representing the PEP Unique Device Identifier, and emerging standard.

MODEL_NAME Name of the physical elements model, as provided by the collector.

SERIES_NAME The broader name of the class of hardware this element falls into. Can been seen with a broader PID (Cat 6000 routers versus Cat 6000, Cat6500, Cat 6501...).

FRU_ID Field Replaceable Unit identifier. Used by TAC engineers for ordering replacements.

HARDWARE_VERSION_ID Version code representing the hardware, also known as the Vendor ID (VID).

MANUFACTURING_PID_ID Trusted individual Marketing PID of the physical element (does NOT represent the combined Marketing PID of a related set of physical elements (for example, Supervisor card with onboard MSFC).

SOURCE_SERIAL_NUMBER Unvalidated serial number of the physical element.

SOURCE_MANUFACTURING_PID_ID Individual, unvalidated Marketing PID as reported by the collector.

MANUFACTURER_NAME The particular brand/manufacturer of the physical.

ASSEMBLY_REVISION_ID Manufacturing Assembly Revision of the physical element.

CURRENT_AMT Amount of electrical current supplied or consumed by the physical element.

DESCRIPTION Textural description of the element.

FIRMWARE_VERSION_ID Version of the firmware employed by the element.

SOFTWARE_VERSION_ID Version of the software installed on the element.


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Chapter 4 Customer AdministrationManaging the Installed-At Site

Note After a customer is hard deleted, device-specific information, community strings, user names, and passwords (which never leave the customer network) are deleted. Information that is never deleted are customer quotes in Encover, quotes and contract details in CIBER, and customer profile information in CAAS and ERP. These sources protect information as disclosed in their respective privacy agreements.

Managing the Installed-At SiteSmart Care Service accurately reflects customers’ networks that are distributed over multiple locations. The topology assumption made by Smart Care Service is that the appliance or client can see all the customer devices, regardless of location.

The site is the location where the Network Appliance resides. The Installed-At Site is where customer devices, such as routers and switches, are installed. For customer networks that are not routable from a single location, you must install additional network appliances to provide the desired coverage. In this case, the Dashboard view displays each appliance or software client as a unique customer.

To manage Installed-At Sites, click Administration > Installed-At Site. The Installed-At Site page for this customer displays as shown in Figure 4-29.

Figure 4-29 Displaying Customer Installed-At Sites

Table 4-16 describes the Installed-At Site page fields.

Table 4-16 Installed-At Site Fields

Field Description

Go Click to process your selections and produce a report. (See the top right corner.)

Installed-At Site The installed-at site location.

Address The physical address of the location.

Supported Service Level Indicates the service level that is supported.

No. Devices The number of Smart Care devices at this location.


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Chapter 4 Customer AdministrationManaging the Installed-At Site

To locate other places where network equipment is located, click Search for Installed-At Sites. The Add Installed-At Site page displays as shown in Figure 4-30.

Note Installed-At Sites that are not accessible for same day or next day service are noted as such.

Figure 4-30 Finding Other Installed-At Sites

Table 4-17 describes the Add Installed-At Site page fields..

Search for Installed-At Site Click to search for other locations.

Page Indicates the current page and allows you to navigate through a sequence of pages.

Table 4-16 Installed-At Site Fields

Field Description

Table 4-17 Add Installed-At Site Fields

Field Description

Show Click the checkbox to show site information. Clear the checkbox to hide site information.

Primary Indicates the primary location.

Installed-At Site The name of the location.

Address The physical address of the location.

Supported Service Level Shows support level information for each location.

No. Devices The number of Smart Care devices at this location.

Also Available Other installed-at site locations.

Select All Click to select all locations.

Save Changes Click to save changes.

Add Click to create a new location.

Cancel Click to navigate back.


OL-12708-1.4.0.0

Chapter 4 Customer AdministrationMaintaining Preferred Distribution List

To add a Installed-At Site, click Add. The Add Installed-At Site page is displayed as shown in Figure 4-31.

Figure 4-31 Adding an Installed-At Site

Table 4-18 describes the Add Installed-At Site page fields.

Maintaining Preferred Distribution ListSmart Care version 1.4.1 provides a new feature that allows a Partner to create a list of preferred distributors for Smart Care services. Partners can use this list for all future communications. To select preferred distributors list:

Step 1 Choose Administration > Preferred Distributors. The Preferred Distributor Selection page displays as shown in Figure 4-32.

Table 4-18 Add Installed-At Site Fields

Field Description

Customer name The customer short name.

Address The physical address for this location.

City The name of the city for this location.

State/Province The name of the state or province for this location.

Postal Code The zip or postal code for this location.

Country The name of the country for this location.

Add Click to add the location to the Installed-At Site page.

Cancel Click to close the window without saving changes.


OL-12708-1.4.0.0

Chapter 4 Customer AdministrationMaintaining Preferred Distribution List

Figure 4-32 Preferred Distributors Selection

Table 4-19 displays the Preferred Distribution Selection fields:

Figure 4-33 Sample Screen Preferred Distributors - Single Selection

Table 4-19 Preferred Distributors Selection Table

Field Description

Available Distributors List Displays the list of all available distributors of the partner who has logged in.

Preferred Distributors List Displays the list of preferred distributors that the partner has selected.

Single-selection arrow buttons

,

Select one or more distributor name and use this arrow key to add the selected records to Preferred Distributors List or move records from Preferred Distributors List back to Available Distributors List. Using these buttons, you can move all the selected records.

Multi-selection arrow buttons

,

Using these arrow buttons selects all the records from one list and moves them to another.

Save Changes button Saves the changes that you have made.

Cancel button Exits without saving.


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Chapter 4 Customer AdministrationManaging Services

Figure 4-34 Sample Screen - Preferred Distributors - Single Selection

Figure 4-35 Sample Screen Preferred Distributors - Multiple Selection

Managing Services Click Administration > Service Management to display the Service Management page as shown in Figure 4-36. This page displays the Smart Care Service offerings to which customers can subscribe.

Figure 4-36 Managing Services


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Table 4-20 describes the Service Management page fields.

Table 4-20 Service Management Fields

Field Description

Technology The networking technology focus for a group of services.

Cisco Services The Cisco services supported in this release.

Version The version number of the service.

Status The current status for each service. Valid values are: Enabled and Disabled.

Full Service Description Click the View Details link to display a full description of this service. For more information about services, see “Reviewing Customer Services”.


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OL-12708-1.4.1.0

C H A P T E R 5
Discovery Service
Discovery is a basic service that is used to identify the hardware located on a given network. The Smart Care Discovery service locates network devices by using Internet Control Message Protocol (ICMP) and Simple Network Management Protocol (SNMP).

About the Discovery ServiceThe Smart Care Discovery service uses the following process:

• Every IP address on the network is checked for the presence of a device.

• When a device responds, SNMP identifies the device.

• The address and device type information is then stored in a database of discovered devices.

Subsequent discovery operations can be scheduled and comparisons made to the list of discovered devices that is stored in the customer database at Cisco.

All network devices must be discovered by the Smart Care Network Appliance (hardware) or Network Client (software) so that the Cisco devices on the network can be properly covered by the Smart Care Service. The information for Cisco devices that are not discovered must be entered manually, by serial number, or the devices will not be covered by the Cisco Smart Care service.

Note The Smart Care hardware appliance is found in the discovery process and then added into inventory. The use of the hardware appliance does not, however, increase network weightage or contract costs for the customer.

Device ClassificationFor purposes of the discovery and inventory process, Smart Care classifies each device found on the customer network. Table 5-1 provides the device classes and their description.


Chapter 5 Discovery ServiceAbout the Discovery Service

Table 5-1 Smart Care Device Classification

Types of DiscoveryThere are two types of Discovery:

• Cisco Required Discovery

• Partner-initiated Discovery

Cisco Required Discovery is activated and scheduled to run automatically once a week after a contract is set up for a customer. Partners can change the day and time when this Discovery service runs to best suit the customer's network and business model. It is not possible to change the frequency of the Cisco Required Discovery runs.

Partner-initiated Discovery can be run manually or set to run more or less frequently than the Cisco Required Discovery. Partner-initiated Discovery also runs in addition to Cisco Required Discovery.

Note Schedule at least five hours between partner-initiated Discovery and the Cisco Required Discovery.

Class Description

New, Add to inventory One or more new devices were discovered. You must add new devices to inventory within 28 days of their initial discovery. Failure to do so will result in the Smart Care Service being temporarily disabled.

Currently in inventory The device was already discovered and added to inventory. No action is required.

Ineligible device This device makes this customer network ineligible for a Smart Care contract. Please contact your Cisco representative.

Unsupported device This device is not currently supported by Smart Care and will not be covered by the Smart Care contract.

Unknown device The System Object ID could not be retrieved from this device using SNMP. Please confirm that SNMP is enabled on the device and that the network allows SNMP traffic between the appliance and the device. You should also ensure that the correct community string is being used. This message may also be reported for devices that do not support SNMP. Such devices include IP phones, or general purpose devices like PCs and non-Cisco servers, for which SNMP is disabled. For these devices, you can do one of the following: -Exclude these IP addresses and run discovery again -Exclude these devices from being added to inventory No action is required for IP phones. IP phones are inventoried for Smart Care during the inventory of Call Manager.

Device type not found This device type is not currently included in the Smart Care database and will not be covered by the Smart Care contract. The Smart Care Administrator has been notified.

Excluded or exclusion pending The Partner has requested that this device be excluded from the Smart Care contract.


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Chapter 5 Discovery ServiceRequirements for the Discovery Service

28 Days Rule for Adding Newly Discovered Devices to InventoryUnder Smart Care contracts, newly discovered devices must be added into inventory within 28 days after their initial discovery. If devices are not added to customer inventory within 28 days, Smart Care services will be suspended for the host network.

During the 28-day grace period, Smart Care sends notification messages to alert you to newly discovered devices and to the count of days that remain to add them into customer inventory. Notification messages are sent at the following intervals:

• First notice: On the day of the initial discovery of the device

• Second notice: On the 7th day following the initial discovery of the device

• Third notice: On the 14th day following the initial discovery of the device

• Notice of Termination: On the 28th day following the initial discovery of the device. At this time, the service is temporarily disabled

You can find these notifications in Smart Care listed on a per service and per customer basis by clicking Dashboard and then selecting the Service Status tab. Reminders of the 28-day policy are also shown on the Device Inventory page that belongs to each of your customers.

Note Notifications are sent only for missing and newly discovered devices that are eligible for Smart Care. Notifications are not sent for devices of the following status types: Unknown Device, Unsupported Device, Excluded or Exclusion Pending, Ineligible Device, and Device Type Not Found.

Requirements for the Discovery ServiceThe Discovery service has the following requirements:

• The Discovery service requires a privilege level of 15 to be set on all supported devices. This is because Smart Care obtains device information by using the command-line interface of each device to be added to inventory. Other Smart Care services also require the device information that is gathered during the inventory process.

When to Use the Discovery ServiceYou should use the Discovery service whenever you want to add new devices to a customer inventory. Software must be manually added into inventory.

How to Use the Discovery ServiceThe following table describes the tasks that you can use the Discovery service to complete and provides links to procedures for each task.


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Chapter 5 Discovery ServiceHow to Use the Discovery Service

Table 5-2 List of Discovery Tasks

Manually Adding a Device to the Inventory ReportFor purposes of quoting and ordering, a customer can manually add devices to the inventory. Choose Customers > Device Inventory.

Note Software to be covered by Smart Care must be added manually in inventory.

Note After Smart Care is up and running, devices that were manually added to inventory may be auto-discovered, resulting in duplicate device entries. To resolve this duplication, delete the manually added device. After you delete the manually added device, it is removed from the contract. This does not affect the entry of the device that was auto-discovered.

Figure 5-1 Customer Device Inventory

To Learn How... See...

To manually add a device to the inventory report Manually Adding a Device to the Inventory Report

To add new devices to an existing inventory Adding New Devices to an Existing Inventory

To delete a device from the inventory report Deleting a Device from the Inventory Report

To check the discovered devices report Checking the Discovered Devices Report

To submit discovered devices for inventory Submitting Devices for Inventory

To optimize the discovery engine Optimizing the Discovery Engine

To access a network device remotely Accessing Network Devices Remotely


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To manually add a device:

Step 1 From the navigation pane, select Customers, and then click the name of the customer for which you want to manually add a device.

Step 2 Click Device Inventory. The Device Inventory page appears as shown in Figure 5-1.

Step 3 From the Device Inventory page, click Manually Add Device.

The Add Device page is displayed as shown in Figure 5-2.

Figure 5-2 The Add Device Page

Step 4 Click to add a Hardware Device, Software Components, or IP Phones. By default, the Add Device page is set to add a hardware device.

Figure 5-3 Select the Device Type


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Step 5 From the Device Type drop-down list, select the type of device to be added.

Figure 5-4 Select the Product ID

Step 6 From the Product ID drop-down list, select the identifier for the device. This may be selected for you by default.

Figure 5-5 Information for the Add Device Fields is Complete

Step 7 After you are finished supplying the required information, click Add to complete the process.

You should receive a message that the device was successfully added. Figure 5-6 shows an example of this message.


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Figure 5-6 The Device is Successfully Added

Step 8 Click Close.

Table 5-3 describes the Add by IP Address page fields.

Table 5-3 Add by IP Address Fields.

Adding New Devices to an Existing InventoryTo add new or previously undiscovered devices to the existing inventory of a customer network:

Step 1 Click Perform New Discovery. The Services page is displayed.

From the Services page, you can schedule a run of the Discovery service.

For more information about using the Services page, see “Reviewing Customer Services”.

Field Description

Site Select the customer location for this device.

Device Type Select the type of device from the drop-down menu of supported devices.

IP Address Enter the IP address of this device.

Add Click Add to save the information on this page to the database.

Close Click Close to close the Add Device window.


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Note The timely running of services depends on the client being set to the correct time. Be sure to employ a network time protocol to maintain the correct time. The coordination of time is critical for the proper operation of the Smart Care Service.

Deleting a Device from the Inventory ReportYou can also delete devices manually.

To manually delete a device from the inventory report:

Step 1 From the Customer Devices page, check the Select checkbox,

Step 2 Click Exclude Selected to remove the device from the inventory report.

Checking the Discovered Devices ReportAfter you have run Discovery and Inventory services, Smart Care Service displays all the discovered devices for each customer’s network.

To review the devices that the service reports for a customer:

Step 1 Click Discovered Devices for the selected customer. The Discovered Devices dashboard displays as shown in Figure 5-7.



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Figure 5-7 Discovered Devices

Step 2 Click Export to export and save the discovered devices report. The Export button is enabled only if a customer is assigned to the client. You can export the report in any of the following formats: PDF, DOC, or Excel. See Figure 5-8 for an example of an exported report.

Figure 5-8 A Report Exported in XLS Format


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Table 5-4 describes the Discovered Devices page fields.

Table 5-4 Discovered Device Fields

Field Description

Filter You can filter the display by selecting All devices, Site specific devices, or devices by IP Address.




Display Unknown Devices Click to display all devices including unknown devices.

Select Click the devices to be included in inventory.

Status Displays the operational state of the device. Valid states are: New, OK, and Missing.

IP Address Displays the IP addresses of the devices that were found.

Connect Displays/enables remote connection by SSH or TELNET. Click the icon to launch remote access.

Client Site Displays the names of the sites that were selected.

Source Displays the source of the information.

Device Type Displays the type of device that was found. Valid types include Router, Switch, Access Point, and so on. Click Support > Device Support Matrix for a full list of the devices that are supported in this release.

If Smart Care cannot determine the type of a new device, use the Select Device Type drop-down menu to specify it.

Device Classification

New, Add to inventory One or more new devices were discovered. You must add new devices to inventory within 28 days of their initial discovery. Failure to do so will result in the Smart Care Service being temporarily disabled.

Currently in Inventory The device was already discovered and added to inventory. No action is required.

Ineligible device This device makes this customer network ineligible for a Smart Care contract. Please contact your Cisco representative.

Unsupported device This device is not currently supported by Smart Care and will not be covered by the Smart Care contract.


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Unknown device The System Object ID could not be retrieved from this device using SNMP. Please confirm that SNMP is enabled on the device and that the network allows SNMP traffic between the appliance and the device. You should also ensure that the correct community string is being used. This message may also be reported for devices that do not support SNMP. Such devices include IP phones, or general purpose devices like PCs and non-Cisco servers, for which SNMP is disabled. For these devices, you can do one of the following: -Exclude these IP addresses and run discovery again -Exclude these devices from being added to inventory No action is required for IP phones. IP phones are inventoried for Smart Care during the inventory of Call Manager.

Device type not found This device type is not currently included in the Smart Care database and will not be covered by the Smart Care contract. The Smart Care Administrator has been notified.

Excluded or exclusion pending The Partner has requested that this device be excluded from the Smart Care contract.

Add to Inventory Adds these discovered devices into the customer inventory.

Caution Be careful when selecting devices. If you accidentally choose a Cisco device that should be excluded, you cannot correct the mistake. In this case, you must contact the Smart Care Administrator for help. If you accidentally choose a service provider-owned device and do not have the device password, inventory fails. If you continue and request a final quote, the quote is not sent to Encover because the status of the device is not marked as validated.

Add by IP address Adds the device, specified by IP address, to inventory.

Perform New Discovery Reruns the Discovery service.

Exclude Selected Ignores the selected devices.

Field Description


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Submitting Devices for InventoryTo submit the devices that were discovered to the Inventory service, follow these steps:

Step 1 Check the Select checkbox for the devices to be added to Inventory.

Step 2 Confirm that the Device Type is specified.

Step 3 Click Add to Inventory.

Optimizing the Discovery EngineThe variation in customer networks can challenge a discovery engine. Some networks contain a large number of devices but are centrally located; other networks consist of a small number of devices that are spread over a wide area using multiple WAN links and VLAN connections. Simple networks tend to respond quickly to SNMP gets and pings, so discovering these devices requires a minimal number of retries and short time-out values. Complex and widely distributed networks require more time for SNMP and ping responses to be successful in discovering these network devices.

To accommodate the variation in eligible customer networks, Smart Care allows you to configure the Discovery service to operate using a Fast, Medium, or Slow profile. By default, the Discovery service operates according the Medium profile. These profiles are described as follows:

Fast

DiscoveryRetries = 1 DiscoveryRetryTimeout = 750 (milliseconds) DiscoverySendInterval = 10 (milliseconds) DiscoverySNMPRetries = 1 DiscoverySNMPTimeout = 1260

Medium (Default)


Slow


Export Click to export the discovered devices report. You can export and save the report in any of the following formats: PDF, DOC or Excel.

Page Allows you to navigate multipage reports.

Field Description


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The default engine speed allows the Discovery service to traverse a network by using a limited number of WAN links and VLAN connections, and without encountering timeouts in SNMP gets and in responses to ping requests.

If the Discovery service takes more time than you expected, or if a number of devices that should have been discovered are not, change the profile setting to Slow. The slow speed setting allows for the delays in response that are typical of networks with a large number of WAN links or VLANs.

If the default profile speed of Medium returns satisfactory results, try setting the speed to Fast the next time you run the Discovery service.

Accessing Network Devices RemotelyThe Smart Care Core Services include the Remote Access feature. This feature makes it possible to remotely access and configure devices on customer networks. Customers grant remote access privileges in Smart Care, on a per-Partner basis. and can revoke or modify these privileges at any time through Smart Care.

After your customer grants you access privileges to their network, you can refresh the Discovered Devices page and connect to devices on their network over Telnet or SSH.

Customers can view reports of the remote connections that were initiated in a given period, including the user, date, duration, and the status of the connection.

Requirements

To use the Smart Care Remote Access feature:

• The Partner user must be a registered and active Smart Care Partner.

• The network to be accessed must belong to a registered Smart Care Customer.

• The network to be accessed must include a Hardware Appliance.

• The Partner must be eligible to run Smart Care Core Services.

• The Customer must be eligible to receive Core Services.

How to Use Remote Access

The following table describes the tasks that you can use the Remote Access feature to complete and provides links to procedures for each task.

Table 5-5 List of Remote Access Tasks

Reviewing Remote Access Privileges

To view the current privileges granted to Partner Users for remote access:


To review current remote access privileges Reviewing Remote Access Privileges

To grant access privileges to a Partner User Granting Access Privileges to a Partner User

To revoke access privileges from a Partner User Granting Access Privileges to a Partner User

To access a device from a remote location Accessing a Device from a Remote Location


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Step 1 From the Smart Care navigation pane, click Remote Access Management. The Remote Access Management page appears, as shown in Figure 5-9.

Figure 5-9 The Smart Care navigation pane shows the Remote Access link

The Remote Access Management page displays a list of Partner Users who are eligible to receive remote access permissions to the customer network. Eligible Partner Users are listed in the Partner Name/Cisco.com User ID column.

Remote Access privileges are automatically revoked for Partner Users that have discontinued participation in the Smart Care program.

Discontinued Partner Users do not appear in the list of Partner Users that are eligible to receive remote access privileges.

Granting Access Privileges to a Partner User

To grant access privileges to a Partner User:

Step 1 From the navigation pane, the Customer User selects Remote Access Management. The Remote Access Management page appears, as shown in Figure 5-4.

Figure 5-10 The Remote Access Management page


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This page shows all active Partner Users for the given customer network. The current access privileges for each Partner User are shown, as described in Figure 5-11.

Figure 5-11 Grant or revoke Remote Access

Step 2 In the drop-down box shown in the Action column, the Customer selects Grant, and then, to confirm this privilege level, the Customer clicks Save.

Figure 5-12 Remote Access permissions are granted

Revoking Access Privileges from a Partner User

To revoke access privileges from a Partner User:

Step 1 From the Smart Care navigation pane, click Remote Access Management. The Remote Access Management page appears, as shown in Figure 5-13.

Figure 5-13 The Smart Care navigation pane shows the Remote Access Management link


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Step 2 In the drop-down box shown in the Action column, the Customer selects Revoke, and then, to confirm this privilege level, the customer clicks Save. Access is revoked for the Partner User, as shown in Figure 5-14.

Figure 5-14 Revoking Partner access to the customer network

Accessing a Device from a Remote Location

After the customer grants access permissions for the customer network to the Partner User, the Remote Access icon on the Discovered Devices page is enabled and the Partner User can remotely access the customer network.

To access a device from a remote location:

Step 1 On the Discovered Devices page, in the Connect column, find the drop-down box for the device to which you want to connect.

Step 2 Select the protocol to use to access the device. This is typically Telnet or SSH, as shown in Figure 5-15.


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Figure 5-15 The Discovered Devices page

Step 3 Click the Remote Access icon next to the drop-down box. The Discovery service initiates a connection to the device, as shown in Figure 5-16.


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Figure 5-16 The Remote Access connection is initiated

After the connection is accepted, you can enter your credentials and begin the remote access session.

Figure 5-17 Entering credentials to begin the Remote Access session


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C H A P T E R 6
Inventory Service
The Inventory service collects and maintains the device information that is obtained for each Cisco device found in the discovery process. This information includes IP addresses, device types, components, serial numbers, software versions, and basic device system parameters such as memory.

About the Inventory ServiceThe Smart Care Inventory service adds into inventory the devices that are added to the inventory report during the discovery process. This means that to create the customer inventory, you must run both the Discovery service, and the Inventory service.

However, not all devices and software to be included in the customer inventory are automatically added. For this reason, like the Discovery service, the Inventory service allows you to manually add devices and software into inventory. Note that all software must be manually added into inventory.

Smart Care requires the maintenance of an accurate inventory of the customer network. Smart Care services cannot access or support devices and software that are not contained in inventory. For this reason, Cisco requires and schedules a weekly run of the Smart Care Discovery service. For more information about the Discovery service see Discovery Service.

Devices to be included in the customer inventory must be accessible to the Smart Care application. The Network Client or Network Appliance is configured with access information, and device access through telnet or SSH is verified before Smart Care starts. After startup, Smart Care can then obtain the information that it requires about each Cisco network device. For example, to provide customers with end-of-life notifications, Smart Care must have information about the version of each Cisco product.

This section includes the following topics:

• Information that the Smart Care Inventory Contains

• Maintaining an Accurate Inventory

Information that the Smart Care Inventory ContainsThe Smart Care Inventory contains information about the following.

• All devices on the customer network to be covered by Smart Care

• All software on the customer network to be covered by Smart Care.

Sensitive information such as usernames, passwords, and configuration files does not leave the customer location. This information remains stored in the Network Appliance or Network Client at the customer site.


Chapter 6 Inventory ServiceRequirements for the Inventory Service


Maintaining an Accurate InventoryAfter you install Smart Care for a customer network, Smart Care runs with minimal effort on your part. However, for Smart Care to operate efficiently, the inventory must be kept up to date. If the weekly auto-discovery service detects changes in a customer network, the Inventory service must be run to determine if these changes affect the Smart Care coverage. You have 28 days after changes are detected to submit the updated inventory or Smart Care services will be disabled. If services are disabled, you will not be able to run any of the services that are configured for the customer network. The customer will, however, continue to receive TAC support and hardware replacement for covered devices. To restore Smart Care services to a customer network, contact the Smart Care Administrator.

If the auto-discovery service detects a modification to a customer network that results in either a price tier change or a feature level change (in other words, horizontal or vertical changes in the price matrix), you will receive an automatically generated notice. If the Inventory service is not run and its results are not submitted, you will first receive a notice seven days after the detection, and then again 14 days after detection. If the inventory discrepancy is not resolved within 28 days, you will receive a notice that Smart Care Services have been disabled for the customer network.

Requirements for the Inventory ServiceThe Smart Care Inventory service has the following requirements:

• The Inventory service requires a privilege level of 15 to be set on all supported devices. This is because Smart Care obtains device information by using the command-line interface of each device to be added to inventory. Other Smart Care services also require the device information that is gathered during the inventory process.

When to Use the Inventory ServiceThe Inventory service is typically used at the following times:

• During the quoting process

• When new devices and software to be covered by Smart Care are added to a network

• To set the time and date at which Smart Care performs the Cisco-scheduled inventory process

• Whenever changes are detected in a customer network during the weekly Cisco-scheduled run of the Inventory service. Whenever changes are detected, the Partner must run the Inventory service to update the network inventory. If the inventory is not updated after a network change is detected, the Partner for the customer network is notified that the Inventory service must be run and submitted. Failure to update the inventory within 28 days may result in the suspension of Smart Care services for the customer.


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Chapter 6 Inventory ServiceHow to Use the Inventory Service

How to Use the Inventory ServiceThe following table describes the tasks that you can use the Inventory service to complete and provides links to procedures for each task.

Table 6-1 List of Inventory Tasks

Reviewing the Devices Discovered for a Customer NetworkBefore adding devices to inventory for a customer, check the list of discovered devices to ensure that the devices are consistent with those to be added to the customer inventory.


To review the list of devices to be added to inventory:

Step 1 In the Smart Care navigation pane, click the customer name.

Step 2 Click Discovered Devices. The Discovered Devices page appears.

The Discovered Devices page lists all the inventoried devices and also allows you to add devices to the inventory. See Chapter 5, “Checking the Discovered Devices Report,” for working with this page.

When you click Customers > Device Inventory, the Customer Devices page appears as shown in Figure 6-1.


To review the devices that were discovered for the customer network

Reviewing the Devices Discovered for a Customer Network

To review the inventory for a customer network Reviewing Inventory

To start the Inventory service Starting the Inventory Service

To schedule the Inventory service Scheduling the Inventory Service

To manually add devices to inventory OR to add a device by its IP address

Adding Devices to Inventory Manually

To generate a quote from inventory Generating Quotes from Inventory


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Figure 6-1 Customer Devices

The contents of the Device Inventory page will vary depending on the customer network. See Table 6-2 for information about the fields of the Device Inventory page.

The Device Details page appears for a selected device when you click the IP Address link on the Customer Devices page, as shown in Figure 6-2.

On rare occasions, a “check” icon may appear next to a device serial number. This indicates a problem with the serial number that was discovered. In such cases, you should click the IP address for the device to manually enter the physical serial number into the Serial Number field of the Device Details page.

Figure 6-2 Device Information


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Table 6-2 describes the Customer Device page fields.

Table 6-2 Customer Device Fields

Field Description

Status The status of the device. Operating devices normally show a status of OK. Devices that were discovered during recent runs of the Discovery service show a status of New.

IP address The device IP address.

The IP address of a stack device is marked with a plus sign (“+”) to identify it as a stack device. Click on the plus sign (“+”) to reveal the IP addresses of all devices in the stack.

Host Name The configured name of the device.

Source The source of the discovery information. Valid choices are automatic (auto) and manual.

Installed-At Site The physical location of the device.

Cisco Product ID The device PID.

Serial Number The device serial number.

In some cases, a checkmark icon may appear next to the device serial number. This icon

indicates that a physical check of the serial number for the associated device is required. After you check the device serial number, click the IP address of the device and enter the verified serial number into the provided field. You will be notified only if there is a problem with the newly supplied serial number.

Contract Contract identifier information.

Contract Type The Smart Care coverage level.

Coverage Type The type of coverage. NBD indicates a coverage level of Next Business Day. Premium indicates that coverage exists at a Premium level of service.

End Date The last day of coverage for the device.

Save and Continue Click this button to save the device information and continue.

Manually Add Device Click this button to manually add one or more devices to inventory.


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Figure 6-3 Device Inventory Shows an Open Device Stack

Reviewing InventoryWhenever you add devices and software to inventory for a customer network, you should review the inventory to ensure that all devices and software that the inventory contains all devices and software to be covered by Smart Care.


To review the devices in inventory for a customer network:


Step 2 Click Device Inventory. The Device Inventory page appears, as shown in Figure 6-1.

Delete Selected If you want to remove a device from entitlement, you need to delete it from inventory. This in turn removes the entry from discovery.

Select a device by clicking the checkbox appearing against the device and click this button to delete the device from the inventory.

Export Click this button if you want to store the device information in your personal folder. This option helps you to export device information in Document, PDF or Excel formats.

Table 6-2 Customer Device Fields

Field Description


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Starting the Inventory ServiceEach time devices are added to the customer network, you should run the Discovery and Inventory services to ensure that the new devices are added to the customer inventory.

This topic describes how to start the Inventory service. To start the Discovery service from the Inventory service, see Starting the discovery process from the Inventory service.

To start the Inventory service:


Step 2 Click Administration, and then click Services. The Service Control page appears as shown in Figure 6-4.

Figure 6-4 The Service Control Page

The Inventory service is included in the Basic Services section of the page.

Step 3 Locate the Active Services column. The Inventory service is listed as Inventory Name.

Step 4 In the line for Inventory Name, click Continue. Inventory step 1 of 4 is displayed as shown in Figure 6-5.


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Figure 6-5 Inventory Step 1 of 4

In Step 1, select the checkbox next to the devices to be inventoried, and then click Next. To select all devices, select the checkbox at the top of the checkbox column. Follow the instructions for subsequent operations.

Inventory Step 2 of 4 begins, as shown in Figure 6-6.


Step 5 Specify the login credentials to be used for the new devices in inventory. You can manually specify this information, or you can copy and paste the information from a CSV file.


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To copy from a CSV file, select and copy the rows that contain the credential information. Be sure to include the column that contains the IP addresses in your selection. Then, in Smart Care, click to position your cursor in an empty username field and paste the copied information.

Step 6 Click Next. As Inventory Step 3 of 4 begins, you will see a progress bar as shown in Figure 6-7.


As individual devices are inventoried, their information appears on the page. After the inventory operation completes, inventory results are displayed in Inventory Step 4 of 4, as shown in Figure 6-8.



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Step 7 To obtain detailed information about how each device was inventoried, in the Details column, click the ellipis (“...”). The Device Details summary appears, as shown in Figure 6-9.

Figure 6-9 Details for an Inventoried Device

Step 8 To export a report of the inventory results, from Inventory Step 4 of 4, click Export Inventory Results.

Scheduling the Inventory ServiceYou may find it useful to schedule a regular run of the Inventory service after a regular run of the Discovery service. You may also want to modify the time of the Cisco-scheduled run of the Inventory service. This topic explains how to complete both of these tasks.

For more information about the weekly Cisco-scheduled run of the Discovery service, see Types of Discovery.

To schedule the Inventory service:


Step 2 Click Administration, and then click Services. The Service Control page appears.

The Inventory service is included in the Basic Services section of the page.

Step 3 Locate the Active Services column. The Inventory service is listed as Inventory Name.

Step 4 In the line for Inventory Name, click Schedule.

Adding Devices to Inventory ManuallyAt times you may want to add manually add devices or software to inventory. All software must be manually added to inventory.

To add devices directly into inventory on the Device Inventory page:


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Step 1 From the Device Inventory page, click Manually Add Device.

The page used when you add devices or software manually displays as shown in Figure 6-10.

Note Software to be covered by Smart Care must be manually added to the system. Smart Care discovers network devices by using SNMP and ICMP to capture serial numbers, product identifiers, device types, and so on. But software typically does not have an IP address or SNMP SysObjID.

Note If you do not see the Manually Add Device button, check to ensure that you have defined a customer and site. Check also to ensure that the client is assigned and enabled.

Figure 6-10 Adding Devices

Table 6-3 describes the Add Device page fields.

Table 6-3 Add Device Fields

Field Description

Hardware Device/Software Components/IP Phones

Select the appropriate type of device for Smart Care.

Serial No Enter the serial number for this device.

PID Enter the product ID for this device.

Device Type Displays the type of device found. Valid types include Router, Switch, Access Point, and so on. Click Support > Device Support Matrix for more information.

IP Address Displays the IP addresses of the devices found.

Host Name Enter the host name for this device.


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Generating Quotes from Inventory The Inventory service can also be used to generate a quote for a customer network.

To generate a quote for the devices to be covered on a customer network:

Step 1 In the Smart Care navigation pane, click the customer name and then click Device Inventory.

Step 2 Click Save and Continue on the Device Inventory page to display the Questionnaire page.

Step 3 Click Submit to submit the quote.

You will receive an e-mail response within 48 hours. Figure 6-11 shows a sample quote page.

Step 4 If a checkbox appears in the Status column for a device and you want to exclude the device from Smart Care coverage, click Delete Selected.

Figure 6-11 Sample Contract Quote

Note Quotes are automatically generated from the device inventory for partners who are enrolled in the quoting service program. Partners receive quotes by e-mail within 48 hours after the inventory has been recorded.

Add Adds the device to the inventory.

Close Closes the window.

Table 6-3 Add Device Fields

Field Description


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C H A P T E R 7
Core Services
The Core Monitor service monitors the network, polling it at a user-defined interval for most Cisco Layer 2 and Layer 3 devices. The polling interval can be as frequent as every ten minutes. The monitoring service includes active monitoring of device availability in addition to passive monitoring. Passive monitoring tracks syslog events for the four highest logging levels.

The Core Monitor service examines service configurations and sends messages to the syslog server about changes that are required in the configurations of Cisco Layer 2 and Layer 3 network devices. The Smart Care client (hardware or software) has embedded syslog server functionality. This service collects syslog messages at the four highest logging levels and sorts through them. The syslog messages are summarized and consolidated in the customer database at Cisco. This summarized data is then presented through a series of reports, tables, and charts.

Devices to be included in this service must be accessible by the Smart Care client. SNMP, SSH, and telnet access information is configured and each device must be configured to send these messages to the Smart Care client resident at that customer location.

No device information, such as login, passwords, or configuration files, is stored in the database at Cisco.

About Core Services

Note This link does not display if this service is not part of the Smart Care contact.

The Core service displays information about a customer’s core IP network. It includes the following tabs:

• Assess and Repair

• Active Monitor

• Passive Monitor

• Remote Control

• Disaster Recovery


Chapter 7 Core ServicesCore Assess and Repair

Core Assess and RepairThe Core Assessment and Repair service examines and reports on the overall health and stability of Layer 2 and Layer 3 devices. Information about the CPU, memory, hardware revisions, and other critical data concerned with the stability of these devices is collected. This data is captured by using telnet, SSH, or SNMP to poll the devices as the service runs. The captured data is then compared with Cisco Network Rules, which include predefined thresholds that are used to assess the health and stability of a device.

Devices to be included in this service must be accessible by the Smart Care Network Client or Network Appliance. SNMP, SSH, and telnet access information is configured in the Smart Care Network Client or Network Appliance and each device must be configured to send messages of these types to the Smart Care Network Client or Network Appliance that resides at the customer location.

No device information, such as logins, passwords, or configuration files, is stored in the database at Cisco.

Note ASA/PIX devices do not support Core Assessment services.

You can use Core > Assess and Repair to assess or repair selected devices. The Core Assess and Repair tab is shown in Figure 7-1.

Figure 7-1 Core Assess and Repair

Table 7-1 describes the Core Assess and Repair page fields.

Table 7-1 Core Assess and Repair Fields

Field Description

Core Assess and Repair

IP Address Lists the IP addresses of the devices discovered at this location. Click the arrow to sort IP addresses.

Device Type Displays the type of device.

Client Site Displays the name of the customer site.


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Chapter 7 Core ServicesCore Active Monitor

Core Active MonitorYou can use Core > Active Monitor to access or repair selected devices. The Core Active Monitor tab displays as shown in Figure 7-2.

Figure 7-2 Core Active Monitor

Table 7-2 describes the Core Active Monitor page fields.

Support Indicates the type of support that Cisco provides. A value of Full indicates that the device is fully supported. A value of No Support indicates that the device is not supported. Devices that are not supported may be obsolete or simply not recognized.

Scanned Indicates if the device has been scanned as part of the Device Inventory report.

Issues Lists any outstanding alerts or other issues that have been found and should be addressed, or that have been fixed. The Details column displays notes or additional details about issues discovered.

Details Provides additional information. See for a sample of the details that are available.

Table 7-1 Core Assess and Repair Fields (continued)

Field Description

Table 7-2 Core Active Monitor Fields

Field Description

IP Address Displays the IP Address of the device.

Installed-At Site Select the appropriate customer location. Click the arrow to sort the list of locations.



IOS Version Displays the IOS version that is running on each device.


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Chapter 7 Core ServicesCore Passive Monitor

Core Passive MonitorYou can use Core > Passive Monitor to assess and repair selected devices. The Core Passive Monitor tab is shown in Figure 7-3.

Memory Displays, as a percentage, the amount of memory belonging to the device (Total) and the amount that is currently available (Free). Red means the available memory is less than 5%. Yellow means the value is greater than or equal to 5% and less than or equal to 25%. Green means more than 25% memory is available.

Flash Memory Displays, as a percentage, the amount of Flash memory belonging to the device (Total) and the amount that is currently available (Free). Red means that less than 5% flash memory is available, yellow indicates that between 5% and 50% of flash memory is available and green means that more than 50% is available.

CPU Utilization Displays the percentage of processor capability that is currently being used. More than 75% CPU utilization is indicated in red, 50% to 75% CPU utilization is shown in yellow and less than 50% CPU utilization is shown in green.

Availability Shows the monitoring status of the device. Red means the availability is less than 99%, yellow shows that the availability is between 99% and 99.9% and green means the availability is greater than 99.9%.

SNMP Logging Indicates if SNMP logging is enabled.

Details Provides additional information. See Figure 7-4 for a sample of the details that are available.

Export Click to export the report. You can export and save the report in any of the following formats: PDF, DOC, or Excel.

Table 7-2 Core Active Monitor Fields (continued)

Field Description


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Figure 7-3 Core Passive Monitor

Table 7-3 describes the fields of the Core Passive Monitor page.

The View link displays message trends and syslog event totals either for the past 24 hours or for the past 30 days, as shown in Figure 7-4.

Table 7-3 Core Passive Monitor Fields

Field Description

Core Monitor

IP Address Lists the IP addresses of the devices discovered at this location. Click the arrow to sort IP addresses.

Site Displays information about where the device is installed.


Core Events Lists any outstanding alerts or other issues that were received in the past 24 hours.

Details Provides additional information. Click the View link to display the details shown in Figure 7-4.

Device Details Displays all information.


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Figure 7-4 Viewing Core Device Details

Note In the current release, only syslog messages of the following levels are logged: Emergency, Alert, Critical, and Error.

Comparing Active Monitoring with Passive MonitoringSmart Care Service provides a combination of active monitoring and passive monitoring, as explained in Table 7-4.

Table 7-4 Smart Care Monitoring

Active Monitoring Passive Monitoring

Low-level checking to see if the device is online. Remediation is not provided.

Based on syslog. Reports the top four levels of messages (Emergency, Alert, Critical, and Error.)

Sends out ICMPs (pings) to see if something is there. Does not capture MIBs or traps.

Shows totals of what types of messages are appearing on each device. (Users need to access the syslog server for message details.)

Displays what is registered and what is not registered (for example, phones)

Enabling passive monitoring in Smart Care changes the configuration on the inventoried devices to turn on syslog, and to send syslog messages to the Network Client or Network Appliance.


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The Passive Monitor service gathers voice events from the last 24 hours for each voice-enabled device (excluding IP phones).

Click the Passive Monitor tab to manage syslog activity for the past 24 hours, or for the past month.

Figure 7-5 shows your syslog monitoring options.

Figure 7-5 syslog Passive Monitor

Note In the current release, only Emergency, Alert, Critical, and Error level syslog messages are logged.

Smart Care Service supports syslog messages.

To display syslog messages:

Step 1 Click the customer Administration link, and then click Passive Monitor.

Click the Passive Monitor Notifications tab to display the Passive Monitor page., as shown in Figure 7-6.

Figure 7-6 Passive Monitor

Step 2

The syslog message counts per day (top half) or per 30 days (bottom half) are shown in Figure 7-7.


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Chapter 7 Core ServicesRemote Control

Figure 7-7 syslog Messages

For information about configuring a syslog server, see Appendix A, “Configuring syslog Support.”

Remote ControlSmart Care Core services include the Remote Control feature. This feature is used to remotely access and control the Smart Care Network Appliance and is used only to apply firmware upgrades to the Network Appliance.

Disaster RecoveryThe Core Disaster Recovery service provides backup capabilities for startup-config, running-config, and vlan.dat files of the devices on a network. This service supports all devices from the Smart Care inventory that are running IOS, CatOS, or PixOS, including all routers, switches, and storage switches, regardless of version. IP phones and voice applications are not supported by Disaster Recovery.

When a backup is invoked, either on-demand by the partner or by a scheduled job, the Disaster Recovery Service invokes the Disaster Recovery module on the Network Appliance.

For each supported device, the Disaster Recovery module runs show config commands to collect startup and running configurations. It saves the output in separate files, labels them appropriately, and saves them under a new directory on the appliance in the customer’s network. The Disaster Recovery module also copies vlan.dat from the devices and stores them in the directory.

After the backup completes, the Disaster Recovery module compresses the config files and computes a checksum. It stores the checksum total in a separate text file and saves it under the same directory.

The Disaster Recovery Service updates the Smart Care database with backup details and generates the Disaster Recovery report.

Partners can also encrypt and password-protect backup files for download to the partner computer. To recover lost files, the partner can upload password-protected, encrypted files from his computer onto the Network Appliance in the customer network.

The Disaster Recovery service allows users to recover devices from the Smart Care inventory that are running IOS, CatOS, or PixOS including all routers, switches, and storage switches, regardless of versions. (IP phones and voice applications are not supported by disaster recovery.)


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Chapter 7 Core ServicesDisaster Recovery

To start the Disaster Recovery Service, follow these steps:

Step 1 Navigate to Customer> Administration > Services.

Figure 7-8 Running Disaster Recovery Service

Step 2 For Core > Disaster Recovery, click Run Now and run the service.


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Figure 7-9 Backing Up - Selecting Files

The system launches the service.

To schedule the Disaster Recovery Service, follow these steps:

Step 1 Navigate to Customer> Administration > Services.

Step 2 Click Schedule for the Disaster Recovery service under Core technology.

The scheduler wizard displays.

Step 3 Enter schedule details (this is the same as the existing scheduler), and click Next.

Step 4 Select the devices to be scheduled and click Next. The service is now scheduled successfully.

To show reports, follow these steps:

Step 1 Navigate to Customer > Core > Core Disaster Recovery.

Step 2 Display SDM is installed in inventory report / Backup Report.

Step 3 After the service runs, click Core > Disaster Recovery, as shown in Figure 7-10, to review the results.


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Figure 7-10 Disaster Recovery Tab

Click Core > Disaster Recovery > Upload to upload the Disaster Recovery file. Click Core > Disaster Recovery > Download to download the Disaster Recovery file.


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C H A P T E R 8
Security Services
Smart Care provides the following security services:

• Security Monitor

• Security Assess and Repair

About Security ServicesSmart Care offers monitoring and assessment services to assist partners and customers with protecting their networks from intrusion.

Security MonitorThe Security monitoring service uses syslog messages to obtain information about network devices and configuration. This information is gathered from syslog messages and summarized in an informative series of reports, tables, and charts. The Security monitoring service requires no configuration and runs in the background automatically, without disrupting normal network operations.

The Security monitoring service has the following requirements for network devices to be monitored:

• Devices to be monitored must be supported by Smart Care and listed in the customer inventory.

• The Smart Care Network Appliance must be able to access the devices to be monitored.

The devices to be monitored must be configured to use SNMP and telnet to send messages to the Smart Care Network Client or Network Appliance at the customer location.

Security Assess and RepairThe Security Assess and Repair service allows for the assessment and repair of a broad range of security issues that could affect the customer network.

Security Assess and Repair uses SNMP, SSH, and telnet to examine the configuration file for supported devices. The configuration file is examined for compliance with NSA rules, as well as for compliance with Cisco best practices.

Security Assess and Repair generates a report that categorizes its findings into a series of checkpoints to identify potential vulnerabilities in the network. Each checkpoint is associated with an NSA rule or a Cisco best practice.


Chapter 8 Security ServicesRequirements for Security Services

To run this service, you specify the devices in the network to be checked for potential vulnerabilities. You can also use Security Assess and Repair to identify the external interfaces on the customer network.

Before performing the assessment, Security Assess and Repair makes a backup copy of the configuration file. This makes it possible for the backup configuration to be compared with the current configuration after fixes are applied. It also means that you can easily undo a fix that you applied by reverting to the settings contained in the backup configuration file.

The assessment process is performed by examining the configuration file. If a fix is available, and if you choose to implement it, the fix is first made to the configuration file. After you are satisfied that the fix is appropriate, you can specify that it be made to the device itself.

Security Assess and Repair provides fixes for some, but not all, vulnerabilities. After a fix is applied, the Security service scans the devices that were affected to confirm that the fix was successfully completed.

If a network issue occurs after Security Assess and Repair completes a fix, you can selectively revert the settings of the affected devices to their former settings from the backup configuration file.

Requirements for Security ServicesSmart Care security services have the following requirements:

• The devices to be monitored must be configured to use SNMP and telnet to send messages to the Smart Care Network Client or Network Appliance at the customer location.

• The partner must be eligible to provide Smart Care Security services. If eligibility requirements have not been satisfied, the Security link is not shown in Smart Care.

• The customer must be eligible to receive Smart Care Security services. If eligibility requirements have not been satisfied, the Security link is not shown in Smart Care.

When to Use Security ServicesThe reports of the Security Passive Monitor service should be reviewed on a regular basis to detect network security problems.

The Security Assess and Repair service should be used on a regular basis to detect and repair security problems that affect network devices.

How to Use Security ServicesThe following table describes the tasks that you can use the Security Monitor service to complete and provides links to procedures for each task.

Table 8-1 List of Security Monitor Tasks


To review the Security Analysis report Reviewing the Security Analysis Report

To review the Security Passive Monitor report Reviewing the Security Passive Monitor Report


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Chapter 8 Security ServicesHow to Use Security Services

The following table describes the tasks that you can use the Voice Quality Monitor service to complete and provides links to procedures for each task.

Table 8-2 List of Voice Quality Monitor Tasks

Reviewing the Security Analysis ReportClick the Security link to display information about your IP network security.

Note The Smart Care Security service is a monitoring and reporting function. It does not provide firewall, intrusion detection/prevention, or anti-virus protection. If you have a security problem, the Security service alerts you to the issue, but it does not, in and of itself, solve the security problem.

The Security Assess and Repair tab appears as shown in Figure 8-1. This tab shows the security status for the discovered devices.

Figure 8-1 Security Assess and Repair


To navigate to the Security Access and Repair service

Navigating to the Security Assess and Repair Feature

To assess a supported device Assessing a Supported Device

To configure a border router Configuring a Border Router

To repair a vulnerability Repairing a Vulnerability


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Table 8-3 describes the Security Analysis page fields.

The Details link displays the Report: Security Assess and Repair page, shown in Figure 8-2. This page provides information about the number of vulnerabilities that have been reported since the session started, for each included device.

Figure 8-2 Viewing Security Analysis Details

Reviewing the Security Passive Monitor ReportThe Security Passive Monitor tab lists the security events that have been collected. When you click the Security Passive Monitor tab, the page appears as shown in Figure 8-3.

Table 8-3 Security Status Fields

Field Description

IP Address Displays the IP address for each device that was discovered. Click the arrow to sort by IP address.

Device Type Indicates the type of each device.

Client Site Displays information about the location of each device.

Support Indicates if the Cisco device is supported.

Scanned Indicates if the device was scanned during the security analysis.

Vulnerabilities Lists the security vulnerabilities that were found during the scan and indicates whether they were fixed.

Details Displays additional information, as shown in Figure 8-2.


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Figure 8-3 Security Passive Monitor

Table 8-4 describes the Security Passive Monitor page fields.

The View link displays Security Passive Monitor message trends and syslog event totals for the past 24 hours or for the past 30 days for the selected device, as shown in Figure 8-4.

Table 8-4 Security Passive Monitor Fields

Field Description




Security Events Displays the most recently received security events.

Note that a green check means only that the device was accessed in the last 24 hours. It does not mean that there are no problems.

Details Click the View link to see additional security event information, as shown in Figure 8-4.


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Figure 8-4 Viewing Security Monitor Details

Note In the current release, only system messages of the following levels are logged: Emergency, Alert, Critical, and Error.

Navigating to the Security Assess and Repair FeatureTo locate the Security Assess and Repair feature, in the navigation pane:

Step 1 Click Customers, and then click the name of the customer to receive the security assessment.

Step 2 Click Administration, and then click Services. The Service Control window is displayed.

Step 3 In the Technology column, locate the Security service.

Step 4 In the Actions column, locate the Security row, and in that row click Continue. The Security - IOS A&R window opens to the Supported Devices page.

Assessing a Supported DeviceTo use Security Assess and Repair to assess a supported device:


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Step 1 Click Customers, and then click the name of the customer to receive the security assessment.

Step 2 Click Administration, and then click Services. The Service Control window is displayed.

Step 3 In the Technology column, locate the Security service.

Step 4 In the Actions column, locate the Security row, and in that row click Continue. The Security - IOS A&R window opens to the Supported Devices page.

Step 5 Select the check box next to the IP address of each device to be included in the security assessment.

Step 6 (Optional) To configure a border router, see CONFIGURING A BORDER ROUTER.

Step 7 Click Next. A message appears that provides an estimate of the time required to scan the selected devices and generate a report.

Figure 8-5 shows an example of the message that estimates the assessment time for the selected devices.

Figure 8-5 Confirming the Request for Assessment

Step 8 To begin the scan, click OK. To change the number of devices to be assessed or to cancel the assessment entirely, click Cancel.

Note that you can also click Suspend Session to suspend the Security Assess and Repair session, or you can click Terminate Session to end the Security Assess and Repair session.

When the assessment begins, the following progress window appears.


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Figure 8-6 The Security Assess Scan Page

To receive updates of the progress through the assessment, click Refresh to obtain the number of check points that have been examined. The Checkpoints Assessed column is updated to show the current count.

After the assessment completes, the Report page appears. This page summarizes the results of the assessment and provides the following information.

Table 8-5 Information provided by the Report page

Field Description

Check box Select this check box to apply the fix.

IP Address Identifies the device that was assessed.

Device Type Identifies the device model or type.

Support Describes the level of support that Security Assess and Repair provides for this device. This can be one of the following: Audit, Fix, or Revert.

Time Provides information about the start and end times of the security assessment.


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You can use the Filter option to filter the results by IP address or device type. By default, the results are filtered by IP address.

After the assessment completes, the Security - IOS A&R window appears. This window provides statistics on the service run including start and end times, and an audit summary that lists the count of vulnerabilities found at each level of severity, in descending order from Critical to Minor.

Configuring a Border RouterTo configure a border router:

Step 1 To configure a border router, in the Border Router column, select YES. To remove a border router from the configuration, select NO.

Figure 8-7 shows the Supported Devices page. The Cisco 2621XM router is set to be configured as a border router and then scanned.

Audit Summary Provides a summary of the number of vulnerabilities found, by type, in descending order from Critical to Minor.

Status Indicates whether the assessment completed and with what status. A green icon with a check mark indicates that the assessment completed successfully.

Details Click the View link to apply the available fixes for the vulnerabilities that were found.

Field Description


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Figure 8-7 Specifying a Border Router

Step 2 Click Next. The Border Router Details page lists the routers that are set to be border routers.

Each border router is identified by IP address. A drop-down list shows the interfaces that are available for each border router. This list includes only the interfaces that have been added to inventory. Figure 8-8 shows the interfaces that are available on the border router identified by IP address 10.2.0.6.


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Figure 8-8 Setting the Outer Interface of the Border Router

Step 3 From the drop-down list, select an outer interface.

Step 4 To confirm your selection, click the plus sign (“+”). An additional column opens to show the selected interface type. To clear the setting of the border interface, click the minus sign (“-”).

Figure 8-9 shows the confirmation of a selected outer interface.


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Figure 8-9 Confirming the Outer Interface of the Border Router

Repairing a VulnerabilityTo perform a fix for a specified vulnerability:

Step 1 In the Details column, click View. The Fix input popup window appears.

To specify that a fix that was applied to the configuration file be applied to the device, select the Fix vulnerabilities on device check box.

To see a summary of the assessment findings, from the Security - IOS A&R window, click Consolidated Report.


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Figure 8-10 The Consolidated Report

If fixes are applied, the Consolidated Report page compares the initial state of the configuration file with the current state. This page also shows the status of the device, identified by IP address, including the site at which it is installed, the device type, how the fix was made, and whether the service run completed successfully.

To view the Execution Report, scroll to the bottom of the Consolidated Report page and click Execution Report. The Execution Report compares the state of the network, with respect to vulnerabilities, to the current state of the network.


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Figure 8-11 The Execution Report

The Execution Report lists each checkpoint in numeric order, describing it by:

• The applicable rule.

• The source of the rule.

• The suggested resolution for the vulnerability.

• Whether a fix has been applied.

• The severity of the vulnerability.

Figure 8-12 Vulnerabilities Described in the Execution Report

To review the network vulnerabilities that were discovered during the last security assessment, select the Fix & Revert tab.


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Figure 8-13 The Vulnerabilities List

The Vulnerabilities List provides a summary of vulnerabilities, in descending order, from most severe to least severe. The list provides the following information about each of the vulnerabilities that were discovered.

Table 8-6 Fields of the Vulnerabilities List

Field Description

Severity The severity of the vulnerability.

Vulnerability Identifies the concerned device function or feature.

Source Source of the rule or best practice.

Sub Step The location of the setting below the function or feature.

Description The action required to resolve the vulnerability.


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CLI The command made from the CLI that controls the setting associated with this vulnerability.

Fix A check box to be used, when available, to specify that an available fix should be applied to the vulnerability.

Revert A check box to be used, when available, to specify that a fix that was applied should be reverted.

Field Description


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C H A P T E R 9
Voice Services
Voice services provide statistical information about voice traffic in customer networks that have Smart Care contract coverage for voice.

Smart Care provides the following voice services:

• Voice Application Monitor service

• Voice Monitor service

About Voice ServicesSmart Care voice services provide application support for the following:

• Cisco Call Manager

• Cisco Call Manager Express

• Cisco Unity, Cisco Unity Connection

• Cisco Unity Express

• Cisco Survivable Remote Site Telephony (SRST) systems.

In addition to inventory information such as revision and serial numbers for each voice application server, the voice services also collect information about Call Manager and Call Manager Express, including:

• Number of connected phones

• Number of registered and unregistered phones

• Types of phones

• Voice mailboxes

No user-specific information, such as dialed numbers, speed dial numbers, or other similar information, is either collected or stored.


Voice Application Monitor ServiceThe Voice Application Monitor service examines the Cisco devices in a customer network and determines their capability to carry voice traffic. The existing implementation of this service focuses on data that is collected from routers and switches.


Chapter 9 Voice ServicesRequirements for Voice Services

The Voice Application Monitor service collects data that is specific to network health and stability, such as interface bandwidth utilization. This data is collected and summarized on the Smart Care Network Client or Network Appliance located at the customer site and then reported to the databases at Cisco for analysis and reporting through the partner user interface.

Devices to be included in the service must be accessible to the Smart Care Network Client or Network Appliance. SNMP, SSH, and telnet access information is configured in the Smart Care Network Client or Network Appliance.


Voice Monitor ServiceThe Voice monitor service assesses Delay Jitter Loss for Voice.

Voice is susceptible to network behaviors that are referred to as packet delay, jitter, and loss (DJL). These behaviors detract from the voice call quality. The Smart Care Voice Monitor (VM) service assesses real-time voice quality by simulating voice calls between the Network Appliance and the Smart Care reflector software. The reflector software, installed on a PC, measures the DJL values that correspond to the calls. In addition, the VQM service provides the Mean Opinion Score (MOS) value, which is a widely accepted criterion for call quality. The service supports G.711 and G.729 codec choices for the simulated voice calls.

Before deploying the voice applications, it is important to determine whether they will function acceptably. The best way to predict this is to measure the delay, jitter, and packet loss that occurs on the data network. These measurements can then aid in the correct design and configuration of traffic prioritization, and in the creation of the appropriate QoS policies on the data network equipment.

Following a voice deployment, the Voice Monitor service can be also be used periodically to monitor the effectiveness of existing QoS policies.

The Voice Quality assessment is done by simulating calls on the customer network, between the Network Appliance and pre-identified destinations called reflectors.

Reflectors, or Reflector PCs, are laptop or desktop computers that run reflector software. Before you run the Voice Monitor service, all the reflectors that will participate in the service must be registered at the Smart Care portal.

Requirements for Voice ServicesVoice services have the following requirements:

• Devices must be discovered by the Discovery service.

• Devices must be inventoried by the Inventory service.

• You must be eligible to provide voice services.

• The customer must be eligible to receive voice services.

• Devices to be included in the service must be accessible to the Smart Care Network Client or Network Appliance. SNMP, SSH, HTTP, HTTPS, and telnet access information is configured in the Smart Care Network Client or Network Appliance.

The Voice Monitor service includes the following additional requirements:

• Installation of the Smart Care reflector software

• Registration of the reflector from the Smart Care application


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Chapter 9 Voice ServicesRequirements for the Smart Care Reflector

Requirements for the Smart Care ReflectorThe reflector software is supported for use on the following operating systems:

• Windows 2000 Professional with Service Pack 2 or later

• Windows XP with Service Pack 2 or later

The Windows platform component QoS Packet Scheduler must also be installed and enabled. The QoS Packet Scheduler is enabled by default on computers running the Windows XP operating system.

The recommended minimum hardware configuration is as follows:

• Pentium 4

• 1 GB RAM

• 1.6 GHz CPU

It is also recommended that the Reflector PC use a static IP address.

Note that the use of the Smart Care reflector on VMware is not supported.

Note, also, that Cisco Security Agent may restrict access by the reflector software to the Windows command-line interface application cmd.exe. Ensure that the OpsReflector.exe program, can access and run the Windows CLI located at C:\WINDOWS\system32\cmd.exe. By default, OpsReflector.exe is installed at C:\Program Files\Cisco\SmartCare\Reflector.

Caution To obtain accurate statistics on voice call quality, a minimum of 85% of CPU capacity must be available at all times. No CPU-intensive processing or high priority processes should use the CPU above the 15% utilization threshold while the voice monitor service runs.

While the reflector software should perform correctly on the PC of your choice, running it on a dedicated PC will help to guarantee that the service runs at the scheduled times, without fail, and with the highest level of accuracy.

When to Use Voice ServicesVoice services are useful both before and after the deployment of a Voice network.

Before the deployment of voice applications, use the Voice Monitor (VM) service to predict the delay, jitter, and packet loss that will occur on the data network. You can then adjust the design of the network accordingly.

After the deployment of a voice network, use the Voice Monitor service to monitor the effectiveness of QoS policies.

How to Use Voice ServicesThe following table describes the tasks that you can use the Voice Application Monitor service to complete and provides links to procedures for each task.


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Chapter 9 Voice ServicesHow to Use Voice Services

Table 9-1 List of Voice Application Monitor Service Tasks

The following table describes the tasks that you can use the Voice Monitor service to complete and provides links to procedures for each task.

Table 9-2 List of Voice Monitor Service Tasks

Viewing Voice status for Discovered DevicesTo view the Voice status for discovered devices:

Step 1 Click the Voice link to display information about the selected customer voice network.

Note This link does not display if this service is not part of the Smart Care contract.

The Voice Status tab appears as shown on the Voice Status page in Figure 9-1. This tab shows the Voice over IP status for discovered devices.


To view Voice status for discovered devices Viewing Voice status for Discovered Devices

To assess one or more voice devices Assessing Voice Devices

To assess the maximum call level for a network Assessing Maximum Call Volume

To assess voice traffic for a network Assessing Voice Traffic


To install the reflector software Installing the Reflector Software

To register a reflector Registering a Reflector

To deactivate a reflector Deactivating a Reflector

To run the Voice Monitor service now Starting the Voice Quality Monitor Service

To schedule the Voice Monitor service to run at a later time

Scheduling the Voice Quality Monitor Service

To review reports from the Voice Quality Monitor Service

Viewing reports from the Voice Quality Monitor Service


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Figure 9-1 Voice Status

Table 9-3 describes the Voice Status page fields.

Assessing Voice DevicesClick Customers > Voice > Device Assessment. The Voice Device Assessment tab appears as shown in Figure 9-2. Use this tab to assess selected devices.

Table 9-3 Voice Status Fields

Field Description


Device Type Displays the type of device: Cisco Call Manger (CCM), Cisco Survivable Remote Site Telephony (SRST), and so on.

Directory Numbers Displays the value that was configured for the maximum directory numbers in CME and SRST modes. Also displays the directory numbers that are currently configured for the call processing systems.

Phones Displays the value that is set for the maximum number of IP phones configured for CME and SRST modes. Also displays the number of phones in registered, unregistered or deceased status.

Mailboxes Shows the utilization (percentage) of mailbox storage capacity, the number of personal mailboxes, and the number of group mail boxes (General Delivery Mail boxes) on Cisco Unity Express.


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Figure 9-2 Voice Device Assessment

Table 9-4 describes the Voice Device Assessment page fields.

Assessing Maximum Call VolumeUse Customers > Voice > Call Assessment to assess devices and to determine the recommended maximum number of voice calls over its interfaces.

Table 9-4 Voice Device Assessment Fields

Field Description


Client Site Displays the location of each device.


IOS Version Displays the IOS version that is running on each device.

QOS Enabled Indicates if the device supports Quality of Service parameters

Memory Displays, as a percentage, the amount of memory that belongs to the device (Total), and the portion of it that is currently available (Free).

Flash Memory Displays, as a percentage, the amount of Flash memory that belongs to the device (Total), and the portion of it that is currently available (Free).

CPU Utilization Displays the percentage of processor capability currently being used.


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Figure 9-3 Voice Call Assessment

Table 9-5 describes the Voice Call Assessment page fields.

Table 9-5 Voice Call Assessment Fields

Field Description

IP Address Displays the IP address for each device discovered. Click the arrow to sort IP addresses.



IOS Version Displays the level of IOS running on each device.

Interface Identifies the interface type and number on the device for which the call assessment result is being reported.

Bandwidth Displays the operating bandwidth of the interface.

Data Rate Indicates the current percentage utilization of the link.


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The displayed results are color coded as follows:

• Green for normal operating conditions

• Yellow for operating conditions that are not normal, but are not currently cause for concern

• Red for operating conditions that are abnormal

Figure 9-4 through Figure 9-7 show samples of the different types of Voice devices found. In this case:

• Cisco Call Manager Express (CME)

• Cisco Unity Express

• Cisco Survivable Remote Site Telephony (SRST)

• Cisco Unity

• Cisco Call Manger (CCM)

Max Calls G729a Indicates the maximum number of concurrent calls that can be supported over the link by using a G729a codec if 33% of the link's operational bandwidth is made available for voice traffic.

The reported number does not factor into overhead for cRTP, encryption, or Layer 2, and is based on an RTP stream rate of 50 packets per second.

Max Calls G.711 Indicates the maximum number of concurrent calls that can be supported over the link by using the G.711 codec, if 33% of the link's operational bandwidth is made available for voice traffic.

The reported number does not factor into overhead for cRTP, encryption, or Layer 2, and is based on an RTP stream rate of 50 packets per second.

Table 9-5 Voice Call Assessment Fields

Field Description


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Figure 9-4 Cisco Call Manager Express and Cisco Unity Express Report

Figure 9-5 Cisco Survivable Remote Site Telephony Report


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Figure 9-6 Cisco Unity Report


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Figure 9-7 Cisco Call Manager Report

Assessing Voice TrafficUse the Voice > Passive Monitor tab, as shown in Figure 9-8, to assess Voice traffic.

Figure 9-8 Voice Passive Monitor


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Table 9-6 describes the Voice Monitor page fields.

Viewing Reports on Voice Call Quality and QuantityUse the Voice Quality Monitor tab, as shown in Figure 9-8, to chart information about voice call quality and quantity.

To assess voice quality in terms of delay, jitter, and packet loss (DJL), follow these steps:

Step 1 Navigate to Voice > Voice Quality Monitor.

Figure 9-9 Voice Quality Monitor

Table 9-6 Voice Monitor Fields

Field Description

IP Address Displays the IP address for each device discovered. Click the arrow to sort IP addresses.



Voice Events Lists any outstanding alerts or other issues that have been received in the past 24 hours.

Details Click View to display additional information.

All Device Details Displays all information.


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On the Smart Care back end, the Voice Quality Monitor (VQM) service invokes the VQM module on the Network Appliance. The VQM module simulates calls between the source (the Network Appliance) and the destination (the PC with the reflector software). The test results are analyzed and statistics are computed on the Network Appliance. The VQM service collects and analyzes the delay, jitter, and packet loss statistics on the Smart Care back end. The assessment reports are presented on the Voice Quality Monitor tab, as shown in Figure 9-9.

You can specify the values that are displayed by selecting the start and end dates, the codec, and then clicking Get Report. Click the appropriate link to retrieve reports for the last 24 hours or for the last 30 days.

Table 9-7 describes the available graphs.

The Voice Quality Monitor Detailed Report pop-up reports individual call details.

Table 9-7 Voice Quality Monitor Fields

Field Description

Start and End dates Allows you to filter the assessment results by start and end dates.

Codec Allows you to filter the assessment results by codec.

Get Report Reports voice call data based on codec and a date/time range. By default, this report includes voice call data for the last 24 hours.

Call Quality Summary (%) Reports the percentage of calls falling into each of the following categories of call quality: Good, Acceptable, and Poor. This report also provides the percentage of calls for which voice quality information is not available.

Call Quality (MOS) Reports the MOS value for each destination.

Delay Summary Reports round-trip delay values that occurred during the selected period of time for each destination.

Jitter Summary Reports round-trip jitter values for each destination.

Packet Loss Summary Reports round-trip packet loss, as a percentage, for each destination.


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Figure 9-10 Voice Quality Monitor Detailed Report

Step 2 To Export the detailed report, click Export. You can save the report in any of the following formats: PDF, DOC or Excel.

Installing the Reflector SoftwareTo install the reflector:

Step 1 Download the reflector software from the Smart Care Software Download Center.

Step 2 Open the file. The installation wizard appears as shown in Figure 9-11.


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Figure 9-11 Installing the Reflector

Step 3 To complete the installation of the Reflector, follow the prompts in the installation wizard.

Registering a ReflectorAfter the reflector software is installed on the PC, the Reflector PC must be registered.

To register the Reflector PC with the Voice Quality Monitor service:

Step 1 In the navigation pane, click the name of the customer whose network is to be assessed.

Step 2 Under the customer name, open the Administration section, and then click Reflector Management. The Reflector Management page opens, as shown in Figure 9-12.

Figure 9-12 The Reflector Management page


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Table 9-8 describes the Reflector Management page fields.

You can use the Reflector Management page to view and edit configuration information or existing reflectors, or to add a new reflector.

Step 3 To add a reflector, click Add Reflector. The Modify and Register Reflector page appears as shown in Figure 9-13.

Figure 9-13 The Modify and Register Reflector page

Table 9-8 Reflector Management Details

Field Description

Reflector List

IP Address The IP address of the PC where the Reflector software is installed.

Identifier A friendly name for the Reflector PC.

Status The status of the Reflector PC:

• Registered: The reflector is ready for use in the service.

• In Use: The service is scheduled to run on the reflector or the service is currently being run on the reflector.

• Error: An error occurred during the reflector registration process.

• Deactivated: The reflector is no longer available for use in the service.

Status Last Updated Displays the date when the status last changed.

Details Displays additional information. Click View/Edit to display status, to deactivate, or to register the reflector.

Add Reflector Click to define another Reflector PC.


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The Modify and Register Reflector page includes the fields described in Table 9-9.

To continue the process of registering or deactivating a Reflector PC:

Step 1 In the Identifier field, provide an identifier for the Reflector PC.

Step 2 In the IP Address field, provide the IP address of the machine that you are registering as a Reflector PC.

Step 3 In the Listening Port field, specify the port from which call quality is to be monitored.

Step 4 In the Voice Call Ports field, provide the port range over which calls should be simulated.

Step 5 To complete the registration process, click Register.

A message that registration was successful should appear. See Figure 9-14.

Figure 9-14 Registration is Successful

After the Reflector PC is registered, the Voice Quality Monitor service can monitor simulated voice calls.

Table 9-9 Modify and Register Reflector Fields

Field Description

Reflector Details

Name The name that was specified for the reflector during the installation process. This field cannot be changed.

Identifier A friendly name for the machine that is being registered as the Reflector PC.

IP Address The IP address of the machine that is being registered as the Reflector PC.

Listening port The port from which the Voice Quality Monitor service listens to the simulated calls.

Voice call ports The port range over which calls may be simulated to be monitored for quality.


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Deactivating a ReflectorYou can also use the Modify and Register Reflector page to deactivate a Reflector PC. The deactivation process removes a reflector from registration, and from service. However, you can still run Voice Quality Monitor reports based on the assessments that were completed before the reflector was deactivated.

To deactivate a reflector:

Step 1 In the navigation pane, click the name of the customer whose network is to be assessed.

Step 2 Under the customer name, open the Administration section, and then click Reflector Management. The Reflector Management page opens.

Step 3 Click Add Reflector. The Modify and Register Reflector page appears.

Step 4 Select the reflector by name, and click Deactivate.

Figure 9-15 Deactivating a Reflector

Starting the Voice Quality Monitor ServiceTo start the Voice Quality Monitor service:

Step 1 In the navigation pane, open the Administration section for the customer whose network is to be monitored.

Step 2 Click the Services link. The Services page appears as shown in Figure 9-16.


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Figure 9-16 The Services page for a Customer Who Receives Voice Services

Like most other Smart Care services, you can run the Voice Quality Monitor service on demand or on a schedule.

To run the Voice Quality Monitor service on demand, click Run Now. The Voice Quality Monitor page opens to the first of three steps that are required to run the service, as shown in Figure 9-17.

Figure 9-17 Specifying the Voice Quality Monitor service run

The Voice Quality Monitoring section is used to specify options for the service run. Note that the Reflector Identifier field contains all registered Reflector PCs.


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To specify service run options:

Step 1 Select the Reflector PC for the Voice Quality Monitor service to use by clicking on the reflector identifier.

Step 2 In the Codec field, right-click the down arrow and select the codec to be used for the call simulation.

Step 3 In the Duration field, specify the length of the call simulation, in seconds.

Step 4 Click Next. An informational message appears, as shown in Figure 9-18.

Figure 9-18 Informational message for the Voice Quality Monitor service

Step 5 To continue with the service run, click OK. To cancel the run of the service, click Cancel.

After the service runs, the results are displayed as shown in Figure 9-19.

Figure 9-19 The results of the Voice Quality Monitor service run

The service results indicate whether the service successfully completed the run with the Reflector PC that was specified for use. In addition to identifying the Reflector PC, the results show an Operational Status value and a Reason field. The Reason field explains the status value, as necessary.

Step 6 Click Close to close the Voice Quality Monitor page.

Scheduling the Voice Quality Monitor ServiceTo schedule a run of the Voice Quality Monitor service:


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Step 1 In the navigation pane, click the name of the customer whose network is to be monitored.

Step 2 Open the Administration section, and then click Services.

Step 3 In the row for Voice Quality Monitor, click Schedule. The Service Schedule page for the Voice Quality Monitor appears as shown in Figure 9-20.

Figure 9-20 The Service Schedule page

Step 4 For Current Status, click ON.

Step 5 In the Reflector Identifier field, select the identifier of the Reflector PC to be used during the run.

Step 6 In the Codec field, click the down arrow and select the codec to be used during the service run.

Step 7 In the Duration field, specify the length of the call to be simulated, in seconds.

Step 8 For Schedule Type, click the down arrow and select the type of schedule to be run.

Step 9 For runs that are periodic, use the Start/Stop fields to specify the following:

– The interval at which the service is to run.

– The start and stop date and time range.

Step 10 Click Apply.

Note that, to specify additional schedule options, you can also click Next. An informational message appears about the Voice Quality Monitor service as shown in Figure 9-21.


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Figure 9-21 An informational message about the Voice Quality Monitor service

To continue to schedule the service run, click OK. Otherwise, to cancel the run of the service, click Cancel. After the service is scheduled, a success message appears, like that shown in Figure 9-22.

Figure 9-22 The Service was Successfully Scheduled

Step 11 Click Close.

Viewing reports from the Voice Quality Monitor ServiceTo view a summary report from a service run:

Step 1 In the navigation pane, click the name of the customer.

Step 2 Open the Administration section and click Services.

Step 3 Click Voice, and then select the Quality Monitor tab. A summary report similar to that shown in Figure 9-23 appears. You can click on any of the charts in this summary to review a brief summary of the results for the count of calls reported.


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Figure 9-23 The Voice Quality Monitor report

To view the details of a service report:

Step 1 From the Voice Quality Monitor report, click View Details. The Voice Quality Monitor Detailed Report appears as shown in Figure 9-24.

Figure 9-24 The Voice Quality Monitor Detailed Report


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C H A P T E R 10
Smart Care Support
The support links provide contact and program information for the Smart Care Service. To view contact information, click Support. The Support page displays as shown in Figure 10-1.

Figure 10-1 Support Information

To find Smart Care Service user guides, references, and the current release notes, click Go to Cisco Smart Technical Documentation.

To obtain a template containing details devices that are supported for addition to the Inventory service, click Device Details Template (.csv).

To find more information about the Smart Care Service program, go to the Smart Care program website.

To download the current Smart Care Network Client, click Download the Latest Software Client Version Now.

To download current Network Appliance firmware updates, click Access Location Information for Hardware Appliance Updates. Follow the prompts to upgrade the Network Client or Network Appliance.

Note Remember to copy the Accept link information when updating your Hardware Appliance. See the details of the Important Notice for more information.


Chapter 10 Smart Care SupportContact Support

Contact SupportFor help with using the Smart Care Service application, Network Client, or Hardware Appliance, contact the appropriate Technical Assistance Center. For help with registration, pricing, quoting, and other non-technical issues, contact the appropriate Service Support Center.

Figure 10-2 Contact Support

Supported Device MatrixTo see which devices are supported and which services these devices run, click Support > device support matrix. This matrix also shows which versions of OS (IOS, CatOS, PixOS) are supported. Figure 10-3 shows a snapshot of the Device Support Matrix.


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Chapter 10 Smart Care SupportSupported Device Matrix

Figure 10-3 Device Support Matrix

Smart Care Inventory service categorizes devices as supported, excluded, and ignored. Devices that do not support any Smart Care services are reported as Unsupported device. Any devices that cannot be categorized are reported as Unknown device type. Devices which are recognized as supporting one or more Smart Care services but whose eligibility status is not Eligible or Ineligible are reported as Eligibility status unknown.

The unsupported and ignored devices are listed below.

Excluded DevicesSmart Care discovers excluded devices but Smart Care services do not run on them. In some cases, devices are excluded because they are eligible to be covered under a service that supersedes Smart Care. In other cases, devices are excluded because they have reached end-of-life status.

Table 10-1 Devices Excluded from Smart Care

EOL/Active Product Series

Active 15200 Series

Active 15216 Series

Active 15302 Series

Active 15305 Series

Active 15310 Series

Active 15327 Series

Active 15454 Series

Active 15454E Series

Active 15454W Series

Active 15501 Series

Active 15530 Series


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Active 15540 Series

Active 15600 Series

Active 15800 Series

Active 15808 Series

Active 6160 Series

Active 6400 Series

Active 6700 Series

Active 7000CMN Series

Active 7300 Series

Active 7304 Series

Active 7400 Series

Active 7500 Series

Active 7600 Series

Active 8510 Series

Active 8540 Series

Active ANA Series

Active AR Series

Active AUDITOR Series

Active BAC Series

Active BEMROTH Series

Active BPX Series

Active BTS Series

Active CCA Series

Active CCBUSVR Series

Active CCSOTHR Series

Active CDICOLD Series

Active CDNSEC Series

Active CEMF Series

Active CIC Series

Active Cisco AVVID - IP Telephony ICS7700 Series

Active Cisco AVVID Gateway Series

Active Cisco AVVID Phone Series

Active Cisco AVVID Server Series

Active CISCOWK Series

Active CISLIC Series

Table 10-1 Devices Excluded from Smart Care (continued)



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Active CMM Series

Active CNOTE Series

Active CNR Series

Active CNS Series

Active CNSNFC Series

Active CONTENT Series

Active CPERF Series

Active CRS Series

Active CSA Series

Active CSACS Series

Active CSCO Series

Active CSG Series

Active CSMGR Series

Active CTM Series

Active CUCMS Series

Active CWHSE Series

Active CWM Series

Active CWNCM Series

Active CWSIM Series

Active CWSNMS Series

Active CWVMS Series

Active DCAS Series

Active DCSS Series

Active DMIGOLD Series

Active DMMGT Series

Active EMBUNAM Series

Active ESR Series

Active FASTPAD Series

Active GGSN Series

Active GOVSEC Series

Active GSR Series

Active IAD2400 Series

Active ICM Series

Active IGX Series

Active IOSVPN Series

Active IPACCES Series




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Active IPCC Series

Active IPVC Series

Active ISC Series

Active ISCSEC Series

Active IVR Series

Active L1010 Series

Active LMS Series

Active M1500 Series

Active ME2400 Series

Active ME3400 Series

Active MGX Series

Active MGX8800 Series

Active MOBWIRE Series

Active MTPLACE Series

Active MWAM Series

Active MWC Series

Active NASGOLD Series

Active NDS Series

Active OEM Series

Active ONS Series

Active OS Series

Active P2MP Series

Active PDSN Series

Active PGW Series

Active PSASW Series

Active PSD Series

Active PTC Series

Active PVM Series

Active QPM Series

Active RANTRAN Series

Active SCP Series

Active SFP Series

Active SFS Series

Active SIPPLFM Series

Active SMSG Series

Active SPA Series




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Ignored DevicesIgnored devices are those devices that are discovered but are not inventoried.

Active SV Series

Active UBR10K Series

Active UBR7100 Series

Active UMG Series

Active URT Series

Active WDM Series

EOL C1400 Series

EOL C3000 Series

EOL CPW2200 Series

EOL CWRWAN Series

EOL ESF100 Series

EOL GBIC Series

EOL IBUBLUE Series

EOL ICS7700 Series

EOL INS Series

EOL IOS390 Series

EOL IPREGEN Series

EOL MWGOTHR Series

EOL NAS Series

EOL ONT1000 Series

EOL P2P Series

EOL PIXOLD Series

EOL SECMAN Series

EOL SERVER Series

EOL SN5400 Series

EOL T1800 Series

EOL UBR9X5 Series

EOL VISIONW Series

EOL VNS Series

EOL WBU Series

EOL WEBACC Series




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Chapter 10 Smart Care SupportCustomer Privacy Notice

Customer Privacy NoticeTo see the Smart Care Service Privacy Agreement, click Support > View Customer Privacy Notice.

HelpClick Help in the Help section to display the Smart Care Help documentation. You can also access the Smart Care Help documentation by clicking the Help link on the banner.

In the Technical Documentation section, click Go to Cisco Smart Care Service Technical Documentation to access the user manuals that support this release.

Note The Smart Care Help system is not available by pressing F1. Pressing F1 in a browser window launches the browser Help system instead.

Managing Your ProfileTo manage your profile, click Personal Profile. The My Profile page appears as shown in Figure 10-4. This page shows the profile for the user that is currently logged in to Smart Care.

Table 10-2 Devices Ignored in Smart Care

EOL/Active Prod. Series

Active Cisco AVVID - IP Telephony ICS7700 Series

Active Cisco AVVID Gateway Series

Active Cisco AVVID Phone Series

Active Cisco AVVID Server Series

Active MDS Series1

1. The MDS 9000 is ineligible for Smart Care. All other MDS products are ignored.


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Chapter 10 Smart Care SupportManaging Your Profile

Figure 10-4 Managing Your Profile

Table 10-3 describes the My Profile page fields.

Table 10-3 My Profile Fields

Field Description

Login Name Your username.

First Name Your first name.

Middle Name Your middle name.

Last Name Your last name.

User Type The type of privileges given to the user. Valid values are: Administrator or User. An Administrator can change the same information that a Partner can change. A User has limited abilities to change information.

Address 1 Your physical address.

Address 2 Your suite number or secondary address information.

Email E-mail address of the user.

Designation The title of or a description for the user, for example, Network Administrator.

City Your city.

State Your state or province.

Country Your country of residence.


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Chapter 10 Smart Care SupportAlert Notification Preferences

Alert Notification PreferencesYou can customize the minimum level of alert notifications that are delivered as well as the how they are delivered. Additionally, notifications are displayed on the Dashboard. Partners can view notifications for the networks that belong to their customers. Customers can view notifications only for their own networks.

To customize alert notifications, click Personal Profile > Personal Email Notification Preferences. The My Profile page appears as shown in Figure 10-5.

Postal Code Your postal code.

Phone 1 Your primary phone number.

Phone 2 Any secondary phone number that you use, for example, a cell phone number.

Mobile Your cell phone number.

Fax Your primary fax phone number.

User Type Your privileges. You are either a Primary User or a Secondary User. Primary Users have full privileges. Secondary Users have restricted privileges.

Note The text description for the user.

Time Zone Your time zone.

Language Preference Your preferred language. Select your language preference from the pull-down menu.

Modify Click Modify to save the changed information entered on this page and update your record.

Table 10-3 My Profile Fields (continued)

Field Description


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Chapter 10 Smart Care SupportAlert Notification Preferences

Figure 10-5 Partner User Alert Notifications

Table 10-4 describes the Alert Notification Preference page fields.

Table 10-4 Alert Notification Preferences

Field Description

Notification Preferences

Message Type Allows you to customize Security alert (PSIRT), End of Support (EOX), or Field Notices (FN). Select all that apply.

Send Select the Send checkbox to activate the messages that meet your preferences.

Minimum Level Specify the minimum severity level at which a message will be sent. Valid levels are: Informational, Important, and Critical.

To not send any messages, click Not Applicable.

Address The e-mail address of the party responsible for receiving alerts. You can also specify an alternate e-mail e-page address.

Limit to 160 bytes (for pager) Select this radio button to send notifications to a pager. Be sure to specify the pager address.


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Chapter 10 Smart Care SupportEmail to Case

Email to CaseSmart Care allows you to automatically open a support case by e-mail for types of incoming alerts. To do so, navigate to Personal Profile > Case Open Notification Preferences. The Email to Case page opens as shown in Figure 10-6.

Figure 10-6 Email to Case

Email to Case requires the following:

• The To field must contain the e-mail address, properly configured for the third-party tool (for example, Salesforce or Remedy).

• The Subject field can contain plain text or XML. It can also contain keys.

You can use tags for the customer name, the type of alert, the alert date, and the Dashboard URL.

Select the content type by clicking Plain or XML.

Note that this feature is compatible with Remedy 6.0 and Salesforce.

Protecting Your Smart Care DataThis section explains how to back up your Smart Care data and, should the need arise, how to restore it.

Full Text with Active URL Select this radio button to send full text messages with active hyperlink URLs.

Modify Click Modify to save the changed information entered on this page.

Table 10-4 Alert Notification Preferences

Field Description


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Chapter 10 Smart Care SupportProtecting Your Smart Care Data

Backing Up Your DataThe Smart Care backup feature allows you to back up your device data. Note that applications are not backed up. If you select an application for backup, it will be ignored.

Smart Care stores only one backup on the Network Appliance at a time. Existing backup files are deleted before the new backup file is saved.

Before starting the backup process, Core Assess and Repair service compares the startup and running config files of the supported devices. If any differences are found, they are displayed and you have the option to reconcile the discrepancy by using a repair action. If you chose to repair the discrepancy, Core Assess and Repair overwrites the startup-config file from the running-config file.

If Smart Care cannot back up a device, the system logs a message that backup failed on the device and provides the details of the error. This happens in the following circumstances:

• The device is not reachable

• The backup service cannot log into the service

To back up the data on a Network Appliance, follow these steps:

Step 1 Click Administration > Assessment Appliance Configuration.

Step 2 Click View for the appliance you want to back up.

Step 3 The Manage Appliance screen displays. In the Appliance Backup section of the Managing Appliances page, click Start.

Because Smart Care maintains registration, service, and inventory information on the back-end servers at Cisco, the only data that is at risk in a system failure is the data that is stored in the client itself. To back up this data, the Appliance Backup feature creates a CSV file with the following fields:

• Device IP address

• Site

• Device type

• Protocol (telnet, ssh, http, https)

• CLI user name

• CLI password

• Enable password

• SNMP Read Community string

Step 4 At the prompt asking if you wish to continue, click Yes.

Step 5 Wait for the Network Appliance or Network Client to process the request.

Step 6 When prompted, click Save to save the file to a local directory.

Step 7 Confirm that the CSV file was created properly by navigating to the local directory and opening the CSV file. A sample file is shown in Figure 10-7.


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Figure 10-7 Sample CSV Backup File

For information about restoring from a backup CSV file, see “Restoring Your Data”.

Restoring Your DataSmart Care allows you to restore the backup .zip file to the Network Appliance.

The Disaster Recovery report shows that the backup file on the Network Appliance was uploaded—restored—by the partner.

You can restore your Smart Care data by manually entering the device credentials for each covered device IP address, or you can copy and paste this information from a .csv file. Creating a suitable .csv file is discussed in “Backing Up Your Data”.

To restore data from a .csv file, follow these steps.

Step 1 Minimize the Basic Services Inventory window.

Step 2 Minimize the Smart Care Services Dashboard window. The desktop should now be visible.

Step 3 Double click the deviceinfo.csv file to open it.

Step 4 Highlight all relevant cells Axx– Ixx.

Step 5 Copy the cells (Ctrl + c).

Step 6 Minimize the .csv file window.

Step 7 Reopen the Basic Services Inventory window.


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Figure 10-8 Entering Device Details

Step 8 Click in the first User/Name field.

Step 9 Paste the information in the table (Ctrl v).

Figure 10-9 Entering Inventory Device Details

Review the table to ensure that the fields for each device are populated. The number of fields that are completed varies depending on the device type.


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Chapter 10 Smart Care SupportBanner Functions

Step 10

Banner FunctionsThe following functions are located on the Smart Care banner and are always available.

Smart Care Acceleration ProgramTo access the Smart Care Acceleration program, click Smart Care Acceleration and use your CCO user name and password to log in.

If you are not familiar with this program, click the Support link for contact information.

Getting HelpOnline help for Smart Care is available from the Help link. You can also access help by clicking Support > Help. For more information, see the “Help”.

Exiting the ServiceTo exit the Smart Care Service, click Logout. At the prompt confirming your intentions, click Yes to close this session.

Software Version InformationTo determine the version level of the software, click About.


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C H A P T E R 11
Troubleshooting
Discovery and Inventory IssuesThe following issues can occur when running Discovery and Inventory services.

Device Added With Incorrect Device TypeIf you add a device with the wrong device type, follow these steps:

Step 1 Remove the device from the network (unplug network cable or power off).

Step 2 Re-run Discovery.

Step 3 When Discovery reports the device as missing, delete it.

Step 4 Restore the device to the network.

Step 5 Re-run Discovery.

Step 6 Select the correct device type.

Step 7 Re-run Inventory.

Discovery Does Not Identify Device Type SNMP must be enabled on the network. Smart Care does not require RW (read write). For security purposes, if you are enabling SNMP, you should set the community string to something other than “public” (the new community string then needs to be specified during discovery).

Note The following characters are allowed in the SNMP string: “a-z, A-Z, 0-9 ,_.;*%#+-$~!^( )@|=:” Also, any IPS or IDS systems in place will get alerts from the discovery action.

Setting Up SNMP Community Strings for Voice ApplicationsThis section provides references to documentation that explains how to set up SNMP community strings for a variety of Cisco voice applications.


Chapter 11 TroubleshootingDiscovery and Inventory Issues

To set up SNMP community strings for the following Windows-based applications, see the "Simple Network Management Protocol Configuration" section of the Cisco CallManager Serviceability Administration Guide at http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/4_1_2/ccmsrva/sasnmp.html.

• Call Manager 4.x

• Unity (all versions)

• Cisco Unity Connection 1.x

• IPCC Express (all versions)

• Cisco Emergency Responder 1.x

The following table provides links to information about how to set up SNMP community strings for Linux-based voice applications.

Product How to Set Up SNMP Community Strings

Call Manager 5.x See the "SNMP V1/V2c Configuration" section of the Cisco CallManager Serviceability Administration Guide, Release 5.1(3) at http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/5_1_3/ccmsrva/sasnmpv1.html.

Note that Cisco Call Manager SNMP service must be activated and running in the Cisco Unified Serviceability service management tool. To verify that the Cisco Call Manager SNMP service is active, on the Tools menu, select Service Activation. Cisco Call Manager SNMP service should be shown as Activated. To verify that it is running, on the Tools menu, select Control Center - Feature Services. Cisco Call Manager SNMP service should be shown as Started.

Call Manager 6.x See "Configuring SNMP V1/V2" in the Cisco CallManager Serviceability Administration Guide, Release 6.0(1) at http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/6_0_1/admin/sasnmpv1.html.

Note that Cisco Call Manager SNMP service must be activated and running in the Cisco Unified Serviceability service management tool. To verify that the Cisco Call Manager SNMP service is active, on the Tools menu, select Service Activation. Cisco Call Manager SNMP service should be shown as Activated. To verify that it is running, on the Tools menu, select Control Center - Feature Services. Cisco Call Manager SNMP service should be shown as Started.

Business Edition See "Configuring SNMP V1/V2" in the Cisco CallManager Serviceability Administration Guide, Release 6.0(1) at http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe/service/6_0_1/admin/sasnmpv1.html.

Unity Connection 2.x See "Configuring SNMP V1/V2" in the Cisco CallManager Serviceability Administration Guide, Release 6.0(1) at http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe/service/6_0_1/admin/sasnmpv1.html.

Note that while SNMP is not supported in Unity Connection 2.x, SNMP information can still be configured in Unified Serviceability and supported by the platform operating system in the same manner as Business Edition.


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Setting Up SNMP Community Strings for IOS and CatOS DevicesFor information about how to set up SNMP community strings for non-voice applications, see Cisco Document ID 7282, How to Configure SNMP Community Strings, at http://www.cisco.com/en/US/tech/tk648/tk362/technologies_tech_note09186a0080094aa4.shtml.

Responding to no devices MessageThere are no inventory run devices/devices that support the service

Check the list of supported devices and services supported for the device in the Partner Dashboard under Support. The Inventory service for the devices must be completed before running any other services.

Appliance Status MessageAppliance Status : Operation queued in server for remote client processing

Your display stays in this state and does not complete. Eventually you receive the Timeout: Client Failed to respond message.

Check the network to make sure the device is reachable by the CLI (telnet/ssh) or http/https (in case of application). If the device is reachable, then there may be a problem parsing the output from the device because the device may not be supported in the current release of the client.

For Cisco devices that are reachable through CLI, the following information will help to diagnose the device characteristics (CLI commands above may not work on all devices):

Show version

Show Running-config

Show inventory

Show inventory raw

Show diag

Show mem

Show flash

Show interface

Cisco Emergency Responder 2.x

See the guidelines for V1/V2c configuration in the "Configuring Cisco Emergency Responder 2.0 Serviceability" section of the Cisco Emergency Responder Administration Guide 2.0 at http://www.cisco.com/en/US/docs/voice_ip_comm/cer/2_0/english/administration/guide/e911srvc.html.

Meeting Place Express (all versions)

See "Administration Center Page References for Cisco Unified MeetingPlace Express" in the Configuration and Maintenance Guide for Cisco Unified MeetingPlace Express Release 1.2 at http://www.cisco.com/en/US/docs/voice_ip_comm/meetingplace_express/1_2/english/administration_/guide/cm12pgrf.html#wp1008260.

Product How to Set Up SNMP Community Strings


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Show interface stat

Show qos status

Show processes cpu

Show buffer

Show chassis

In addition, use an SNMP get tool like GetIf (see http://www.wtcs.org/snmp4tpc/getif.htm) to capture the SysObjID of the device.

Customer Site versus Location Site is where the Network Appliance installed. Locations are addresses where the devices are located. In the device inventory, the locations can be viewed and updated.

Client Registration Fails with the Partner (CCO) login? The partner login ID used in the client registration must exist as a Partner Administrator or as a Partner User. Go to Partner Dashboard > Administrator > User menu to verify that the user exists.

Adding Customer Information in the Dashboard before Installing the Network Appliance

Adding a customer with a unique login name (CCO ID) is recommended but is optional. When registering the software or the hardware client, you can specify the Customer Login name (same as Customer’s CCO ID) and it will automatically associate the Customer with the client and add the Site. This avoids extra steps.

Static IP or DHCP Address for the Network ApplianceWe recommend assigning a Static IP within the customer network. Running the conf ip command from the console will ask for D|S for Dynamic or Static. Enter S . Assign a Static IP, Subnet Mask, and DNS1/DNS2 server names. The appliance does not support long client names. Assign a client name of no more than 15 characters.

Hardware Appliance Registration FailsUse the reload command to reboot after changing the IP address. When you run the register command, make sure the partner CCO ID is set up as Partner Admin or as Partner User in https://tools.cisco.com/smartcare/.

Also the Client Name or the Site Name must not contain spaces. For example, enter SanJose instead of San Jose. Do not use the backspace key when entering information because it causes the registration to fail. An outbound HTTPS (port 443) connection to tools.cisco.com from the appliance is required for the appliance to register.


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Registering the Hardware Appliance in the Partner Lab A partner can register a Hardware Appliance in their lab and then move it to customer network. The hardware client needs a new IP address based on the customer’s network. Use the conf ip command to assign a new IP address and reboot (reload command) the appliance.

Responding to 1628 Error MessageClient re-installation failed error message- 1628

This is a known problem with Install Shield.

To solve the problem, follow these steps:

Step 1 Go into task manager (Ctrl-Alt-Del) and kill any msiexec.exe processes.

Step 2 Clean the windows temp directories. (e.g. c:\Windows\Temp).

Step 3 Reboot.

Step 4 Restart the installation.

Issues with Core MonitoringCore Monitoring service in Smart Care fails when MCS server fails. Core Monitor expects Uptime value in hours and minutes format. If uptime value is returned in 100th of a second, Core Monitor does not know how to interpret it and causes MCS server failure.

To solve this problem, you need to apply the patch version 1.3.13.0.1 to the hardware client.

To apply the patch, follow these steps:

Step 1 Login to the appliance using Admin user credentials.

Step 2 Execute the “show version” command on the appliance to check the appliance version.

Note Make sure that the version running on the appliance is 1.3.13.0.0

Step 3 Run the update command on the appliance and proceed with update option.

Step 4 When update option prompts for the URL, enter the <Patch Image URL> mentioned in the Patch Information table.

Step 5 Provide your CCO credentials for downloading the patch image from the CCO download center. When the download completes, proceed with the upgrade option.

Step 6 Once the upgrade is done, the appliance reboots automatically.

Step 7 After the reboot, login to the appliance and verify that the appliance version matches the Patch Image version.


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Assigning and Enabling a Client Once a client (Network Appliance hardware or Network Client software) is successfully registered, it will show up under in the partner’s dashboard. You can add a site to the customer by clicking Add Site, choosing the customer, and entering a site name like city name or Geo location. Then click Assign/Un-assign to assign the client to the customer. Once you are done, the Dashboard will show the status as Assigned. Click View on the far right and choose Enable and click Save.

Browser Response or Display ProblemsInternet Explorer 6 is the only browser currently supported and recommended for use with the dashboard. For the dashboard to work correctly, turn off any pop-up blockers including any Yahoo! or Google toolbars. (There are some known issues using the IE 7 browser.)

Services Grayed Out Services may appear to be unavailable for a customer if:

• A Network Appliance is not assigned and enabled.

• A valid contract for these services is not in force for the customer.

Voice Device Not RecognizedIf you have a device that supports voice, for example the Cisco 1751-V but the Voice Service wizard does not see this device (reports No supported devices available), make sure you have voice enabled on the device.

Network Devices Do Not Keep Correct TimeIt is important to keep your network clocks synchronized to the same time. Using NTP to coordinate the device clocks on customer networks is the preferred solution. However, when configuring NTP be sure to enable periodic checks in the event a device clock is not keeping accurate time. By periodically resynchronize to the NTP time server, any network device clock that is not keeping correct time will be reset to the correct time.

Relogging into Smart Care ServiceThe current version of the Smart Care Service allows partners to log out and then relogin without authenticating. The application works normally and data is not affected. No user action is required should this occur.

Browser Session FailsRarely, when you attempt to start the application, the browser will hang and display a blue screen. If you experience this condition, contact Cisco Technical Assistance Center (TAC) for a resolution.


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Chapter 11 TroubleshootingTroubleshooting the Reflector Software

Discovery DiscrepanciesThe Discovery service can be run in two ways: the first time Discovery is run after installation, and subsequently it is run as a scheduled serve. Both types of Discovery are processed in the same fashion. However, if you run the scheduled Discovery service with a set of IP subnets that are different from the first run Discovery service IP subnets, (as would be the case if you ran Discovery on headquarters subnets versus branch office subnets) the list of devices discovered from both the operations is completely different. If you intermix these discovery operations, the change list will show all the devices in the current discovery as being new and will show the devices from the previous discovery as missing.

Recovering After a Service Times OutSometimes when a session is running, you will experience a login time out. The service will continue to run in background (as long as the assessment client and the Cisco backend remain connected). If this happens and there is no message indicating a problem, log out, then log into Smart Care again.

If you log in again and the service is not running, retry the service. If the service fails after multiple retries, contact support.

IP Phones Failed StatusIf Inventory on Call Manager or Call Manager Express fails, the status of the IP phones that are registered to each Call Manager or Call Manager Express is changed to Inventory Failed. Inventory may fail due to:

• Changes in credentials

• If Call Manager or Call Manager Express is missing from the network, all the IP phones associated to the that device will also be treated as missing.

To troubleshoot IP phones:

• When a CM/CME is in missing state, the phones associated with them will also be in missing state.

• When a CM/CME is deleted, the phones associated with them will also be deleted.

• When a phone is moved from one CM/CME to another, it will be in missing state in the old CM/CME and discovered as New under the new CM/CME.

• Phones can not be added manually unless at least one CM/CME device is discovered.

Troubleshooting the Reflector SoftwareThe Reflector PC is a laptop or a desktop in the Customer network running the DJL service/daemon. Once the RTP session is established between the SmartCare Client and the Reflector, RTP data is transmitted/received between both, based on which DJL parameters are calculated.

The Reflector:

• Reflects the RTP packets sent from the Network Appliance, back to the Network Appliance.

The Reflector will listen on the user specified port (default 17000), for connection setup.

• Updates the IP address to the Network Appliance DDNS server – Act as a DDNS Client.


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11-


This check will be done at regular interval (default 30 minutes) and at the Reflector startup. This uses nsupdate (which is a part of bind tools) utility to update the DDNS server.

Windows – ReflectorThe default installation directory is C:\Program Files\Cisco\SmartCare\Reflector. Figure 11-1 shows the files that you can see in the installed directory.

Figure 11-1 Installed Files

After installation, the OpsReflector service can be seen in Control Panel > Administrative Tools > Services.

Make sure that status is Started and startup type is Automatic.

After the Reflector is started, you should be able to see the OpsReflector and OpsReflectorService services on the Process tab of the task manager.

Verify that the Reflector configuration file is in C:\Program Files\Cisco\SmartCare\Reflector\ OpsReflector.conf.

Check the DDNS Update FunctionalityYou can check the DDNS update functionality by changing the configuration file as follows:

Step 1 Change the IP address field in the opsreflector.conf file to a new value. For example, change the IP address from192.168.2.13 to 192.168.2.131.

Step 2 Restart the reflector.

8Cisco Smart Care Services

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The log file should be updated with a message like the following:

IP changed from 192.168.2.13 to 192.168.2.131Successfully updated reflector1.opsreflector with 192.168.2.49Saving IP address

Use this process is check whether the program detects the IP address change. You can also change the actual IP address and restart the reflector or wait for the next polling of the IP address change. The default polling interval is 30 minutes.

DDNS Server (Network Appliance)The DDNS server is installed with Smart Care. (Smart Care uses the ISC BIND package in both Windows and Linux.)

Windows DDNS Server

The default installation directory is C:\Program Files\Cisco\SmartCare\ddns. This is listed as ISC BIND in the service page. The installation process also add a registry entry.

The directory ddns contains two subdirectories bin and etc.

Verify that the DDNS server is up and running, by looking for the named process in the list of running processes.

Verify that the name server address shows 127.0.0.1 as the first entry in the names server list as shown in Figure 11-2.

Figure 11-2 Name Server Address

Linux DDNS Server

Make sure BIND is installed and running (the service name is named) by entering:

/sbin/chkconfig –list named

Make sure from the command output, that 3, 4 and 5 run levels are set to on.

Verify that the process is running by entering one of the following instructions:

/sbin/service named status

or


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ps –ef

as shown in Figure 11-3.

Figure 11-3 Verifying the Linux DDNS Server Process

Verify that the nameserver address,127.0.0.1, is the first entry in the /etc/resolv.conf file. The local DNS server (that is,127.0.0.1) can resolve global names as well.

The configuration file of named bind server is /etc/named.conf and the installed directory is /var/named.

Testing DDNS You can test the DNS server by adding one DNS record. Use the nsupdate utility to add the DNS record.

In Widows, nsupdate is available in the Reflector installation directory. In Linux it comes with the bind-tools.

To add a DNS record using nsupdate, follow these steps:

Step 1 Make sure the bind server is running in the Network Appliance.

Step 2 From the Reflector machine, run the following instructions:

nsupdate.exe –d

server <Network Appliance IP address>

update test.opsreflector 600 A <IP address of test.opsreflector>

send

Debug information will print out.

Step 3 Ping test.opsreflector from the Network Appliance.

Note Delete the DNS entry after testing by entering update delete test.opsreflector at the nsupdate prompt.


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Refer to Figure 11-4 and Figure 11-5.

Figure 11-4 Adding a Test DNS Entry

Figure 11-5 Pinging the DNS Server


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Chapter 11 TroubleshootingUseful Tips

Frequently Asked Questions

Q. The reflector is not responding, and the status reports that the reflector may not be running.

A. Verify that the reflector is installed and running. Try to ping the reflector from the Network Appliance by using the reflector name. If the reflector is not yet registered, ping the reflector IP address. Telnet to the reflector port (17000). On success, you receive the message: Connected to <ipaddress> If the port is closed, you receive the following message: “ telnet: connect to address <ipaddress> : Connection refused” Check the reflector logs to verify that a connection was established from the Network Appliance to the reflector.

Useful TipsThe following information is useful for this release.

• Since the installation preserves the registration information, you do not need to re-register the client.

• Connect null modem cable to serial port on a PC.

• Set baud rate to 9600 - N81.

• The default user name/password for the Network Appliance is: cisco/cisco.

• The default Administrator password is: admin.

• Use the register command when registering to Cisco.

• Use the show register and show status commands to obtain status.

• The Core network assessment report may not be accurate. Do a refresh to get the correct status.

• To configure Proxy, use the conf ip command from Network Appliance CLI.

• Smart Care clients support a hostname no longer than 63 characters. When configuring a client using DHCP, if the DHCP server returns a hostname with a length of more than 63 characters, Smart Care uses localhost as the hostname.

• The update command supports only one option with the release/patch file name as parameter.

• The mailtrace command can be used to e-mail the device trace log files. Initially it computes the total size of the compressed device trace file and prompts the user for confirmation. If the user responds with yes, it prompts for the from address, to address, and SMTP address for sending the mail.

• Use the passwd admin/cisco command to change the admin/cisco password.

• Administrators can use the clientsw command to restart the Network Client.

• Press Shift-Ctrl-C to send a Ctrl-C from the remote control terminal.

• Pressing Esc will disconnect the remote control connection.

• To send an Enter, press Space-Enter from the remote control terminal.

• If the Proxy Server uses NTLM authentication, then the user name and password must be set on the client proxy setting.

• For the Smart Care Network Client to run in a Proxy topology, it must be launched as a console application.


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Chapter 11 TroubleshootingRestoring Data from Backup

• The Network Client requires the following minimum OS levels:

– Windows XP (SP2 or higher)

– Windows 2000 (with SP3 or higher)

– Windows 2003 Server (SP1 or higher)

• Changing the user profile time zone can cause service schedule information to display incorrectly.

• Call Manager 4.1 and higher users should select HTTPS as the access protocol at Step 2 of the Inventory service wizard.

• Call Manager versions 3.x, 4.x, and 5.x require the SNMP community string to be specified.

• You must have a valid contract in place before the Cisco mandatory Discovery service can be scheduled.

• When you assign a client and then enable it, it correctly shows as being enabled in the Smart Care application. When you unassign the client, its status incorrectly reports the client as still being enabled.

• You need to manually set the device types for discovered IP phones.

• The –e option has been added to the ping command to send continuous ICMP packets. If you do not set the -e option, ping sends only 4 ICMP packets.

• Special characters are removed when importing customer profiles from the Cisco backend database.

• ASA/PIX devices do not support Core Assessment services.

• Browser support for Encover is restricted to Internet Explorer 6.0 or higher.

• Translated versions of Smart Care will display some labels and messages that are not translated. These untranslated strings come from the backend database, which is not translated.

Restoring Data from BackupThe restore operation currently supports only the use of the backed-up device information during an inventory session. During inventory, instead of entering the device information manually, copy the data from the CSV file (see Maintaining the Customer Company Profile) and paste it in the inventory input screen (see Figure 11-6).

Be sure to select all rows and copy. Then click Paste on the inventory wizard. This will paste the device information for each device to the text boxes in the Inventory Wizard Step 2 by comparing the IP Address and Site information in the copied data and the IP Address and Site in the inventory session.


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Chapter 11 TroubleshootingReplacing a Network Appliance

Figure 11-6 Inventory Input Screen

While pasting, if there are extra devices in copied data or there are devices in inventory session whose data is not available in the pasted data, an error message is shown with those device details.

If a device is to be added to the inventory, it has to be done either through Discovery or by clicking the Add by IP Address option before starting the Inventory service. During the Inventory service session, there will not be any support available to add new devices. It will support only pasting the data of devices that are already added to inventory and are selected for inventory operation.

Replacing a Network ApplianceTo remove a Network Appliance and replace it with a new one, follow the steps:

1. Back up the data from the Network Appliance to a CSV file using backup option described in Maintaining the Customer Company Profile.

2. Unassign the Network Appliance from the customer site.

3. Register the new Network Appliance to Cisco Smart Care Server.

4. Assign the new Network Appliance to the customer site.

5. Enable the Network Appliance.

6. Start an Inventory service session.

7. Copy the device details from the CSV file to the inventory input.

8. Run the inventory.


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Chapter 11 TroubleshootingBest Practices

Best PracticesThis section describes best practices for working with various aspects of Smart Care.

Optimizing Discovery and InventoryThe Smart Care Discovery algorithm uses CLI, ping, and SNMP resources to gather all variances across all supported Cisco product lines to generate an inventory based on electronic IDs of Cisco devices.

Network Inventory is the electronic retrieval of Product IDs and serial numbers from Cisco devices (including modules).

The analysis, validation, and linking of retrieved inventory data, performed by Cisco’s intellectual capital at Cisco's back-end data farms, is provided to the Smart Care partner interface.

This is a processor-intensive operation that can benefit from your being as precise as possible is defining the target network for Smart Care to discover.

If you do not do this, Discovery and Inventory is greatly affected by discovering nonentities or misconfigurations. Bad information and imprecise targeting will mean long processing times or failure to complete.

Therefore, Cisco recommends as best practices that you:

• Specify the subnet containing the devices to be discovered. Or:

• Specify known IP address ranges that include Cisco device addresses as opposed to addresses containing non-Cisco devices, such as workstations, printers, and the like.

• If you have a big network, break it down to specific targeted ranges.

• Start with the customer topology to help refine your address ranges.

• Confirm that all Cisco chassis in the target network have:

a. IP enabled (turn on IP routing).

b. SNMP v1 or 2 enabled.

c. Confirmed a known working, good SNMP read-only community string.

d. Confirmed telnet or SSH enabled.

e. Confirmed at least one of the following:

– Known good working telnet password

– Known good SSH username or password

f. Confirmed that echo reply (ping) is permitted by devices.

g. Confirmed that UDP port 161 SNMP get data transmit/receive is permitted by the device.

h. Confirmed that TCP port 23 data transmit/receive is permitted by the device in support of telnet CLI log in.

i. Confirmed that TCP port 22 data transmit/receive is permitted by the device in support of SSH CLI log in.

Note The listed UDP and TCP port numbers listed are firewall specific. Change as appropriate.


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Chapter 11 TroubleshootingBest Practices

Optimizing the Client Functionality1. Confirm the standard IP profile: IP address, subnet mask, DNS server, default gateway is assigned

for this device.

2. Configure a proxy server if applicable.

3. Confirm that the client has access to the protocols specified in the Smart Care Service Configuration Guide’s Preinstallation Checklist, including:

ICMP port 1, 8 (These are industry echo and echo reply services.)

UDP port 161

UDP port 443

TCP port 22, 23

TCP and UDP port 80

4. Confirm that access enable is specified so that partners and Cisco support personnel can access the customer network remotely.

Multi-channel Server LimitationDuring Discovery, certain brands of Multi-Channel Servers (MCSs) will not display their serial number unless you install a patch from the manufacturer on that server. Some of these patches have been found to be unreliable. Therefore, some users have decided against installing them. If this is the case, you will need to manually add the serial number to these MCS devices.

Router Security ChecklistThis security checklist, published by NSA, is designed to help you review your router security configuration.

• Router security policy written, approved, distributed.

• Router IOS version checked and up to date.

• Router configuration kept off-line, backed up, access to it limited.

• Router configuration is well-documented, commented.

• Router users and passwords configured and maintained.

• Password encryption in use, enable secret in use.

• Enable secret difficult to guess, knowledge of it strictly limited. (if not, change the enable secret immediately)

• Access restrictions imposed on Console, Aux, VTYs.

• Unneeded network servers and facilities disabled.

• Necessary network services configured correctly (for example, DNS)

• Unused interfaces and VTYs shut down or disabled.

• Risky interface services disabled.

• Port and protocol needs of the network identified and checked.

• Access lists limit traffic to identified ports and protocols.


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Chapter 11 TroubleshootingBacking Up and Restoring Cisco Smart Care Data

• Access lists block reserved and inappropriate addresses.

• Static routes configured where necessary.

• Routing protocols configured to use integrity mechanisms.

• Logging enabled and log recipient hosts identified and configured.

• Router’s time of day set accurately, maintained with NTP.

• Logging set to include consistent time information.

• Logs checked, reviewed, archived in accordance with local policy.

• SNMP disabled or enabled with good community strings and ACLs.

Backing Up and Restoring Cisco Smart Care DataSee Backing Up Your Data, Restoring Your Data, and Disaster Recovery for information on protecting Smart Care data.

Welcome ScreenThe Welcome screen includes useful links for resources like Cisco Technical Support and training. The Welcome page is displayed by default when the application opens. If you have closed the page or unchecked the Always show this Page when I login checkbox, click the Welcome link in the navigation pane to redisplay it.

Online HelpTo display an online version of the Smart Care partner or customer user guide, click the Help link on the page header.

Contacting Technical SupportBefore you contact the Cisco Technical Assistance Center, gather all information relevant to the problem, such as screen captures, versions of the Smart Care Application, Network Appliance, or Network Client.

Support contact information is available on the Support link of the Smart Care application. Instructions for filing a support request online are available in the Smart Care Service Release Notes for this release.


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Chapter 11 TroubleshootingContacting Technical Support


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A
P P E N D I X A Configuring syslog Support
If no syslog server exists in the network and the opportunity to enable one in the network does not exist, the Smart Care Service client can be configured to provide the functionality of a syslog server.

Configuring the Client Because the Smart Care Service client is typically located in the most secure segment of the network, syslog traffic is not typically allowed by default.

Passive Monitoring service (that is, syslog) provided by the Smart Care Service client, is dependent on the network allowing devices that are logging to it, to have access to the client on UDP port 514 (syslog). The syslog process on the device initiates the contact, so ACLs or NAT configurations (as appropriate) are required for the traffic to be able to reach the syslog server running on the Smart Care Service client.

For example, create an ACL on all traffic-blocking devices for each device that should be granted permission on port UDP 514 to the Smart Care Service client. Such an ACL would contain entries like:

access-list outside extended permit udp host 10.2.11.3 host 10.2.12.240 eq 514 access-list outside extended permit udp host 10.2.10.3 host 10.2.12.240 eq 514

Configuring Cisco Devices for syslog To configure Smart Care Service for IOS devices, follow these steps:

Step 1 To ensure that logging is enabled, use the logging on command.

Router(config)# logging on

Step 2 To specify the Essentials server that is to receive the router syslog messages, use the logging ip_address command, where ip_address is the address of the server that collects the syslog messages.

Router(config)# logging 1.1.1.1

Step 3 To limit the types of messages that can be logged, set the appropriate logging trap level with the logging trap command. This captures the four severity levels trapped for Smart Care.

Router(config)#logging trap

Valid trapped logging facilities for Smart Care are local0 through local3. Valid levels are:

A-1Cisco Smart Care Services

Appendix A Configuring syslog SupportConfiguring Catalyst Devices

• emergency

• alert

• critical

• error

Step 4 To verify if the device sends syslog messages, run the sh logging command.

You see the all the syslog messages that are sent. If you do not see the syslog messages, ensure that this is configured:

logging on

Caution Do not change device SNMP Write Community strings for Smart Care. Smart Care does not require the Write Community strings to be modified and doing so may expose your devices and network to unauthorized access.

Configuring Catalyst Devices To configure Smart Care Service for Catalyst devices, follow these steps:

Step 1 Ensure sure logging is enabled with the set logging server enable command.

Catalyst> (enable) set logging server enable

Step 2 Specify the Essentials server that is to receive the router syslog messages, with the set logging server_ip command. server ip is the IP address of the server.

Catalyst> (enable) set logging server 1.1.1.1

Step 3 Limit the types of messages logged to the server. To log all the messages trapped by Smart Care (top four levels of severity), specify level 3. This means that all messages from level 0-3 (from emergencies to error) are logged to the server.

Catalyst> (enable) set logging server severity 3

Step 4 To see the if syslog messages are sent, use the sh logging buffer command.

You see the syslog messages that are sent. If you experience problems with switches, try this configuration:

set logging level all 7 default

set logging server enable

set logging server 1.1.1.1 (your Unix syslog server ip address)

set logging server facility LOCAL7

set logging server severity 7

#syslog set logging console enable


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set logging server enable

set logging server 1.1.1.1

set logging level cdp 7 default

set logging level mcast 7 default

set logging level dtp 7 default

set logging level dvlan 7 default

set logging level earl 7 default

set logging level fddi 7 default

set logging level ip 7 default

set logging level pruning 7 default

set logging level snmp 7 default

set logging level spantree 7 default

set logging level sys 7 default

set logging level tac 7 default

set logging level tcp 7 default

set logging level telnet 7 default

set logging level tftp 7 default

set logging level vtp 7 default

set logging level vmps 7 default

set logging level kernel 7 default

set logging level filesys 7 default

set logging level drip 7 default

set logging level pagp 7 default

set logging level mgmt 7 default

set logging level mls 7 default

set logging level protfilt 7 default

set logging level security 7 default

set logging level radius 7 default

set logging level udld 7 default


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set logging level gvrp 7 default

set logging server facility LOCAL7

!

Step 5 Enter the sh logging command.

You see the this output:

Logging buffer size: 500

timestamp option: enabled

Logging history size: 1

Logging console: enabled

Logging server: enabled

{1.1.1.1}

server facility: LOCAL7

server severity: debugging(7)

Current Logging Session: enabled

Correcting the syslog Timestamp

Catalyst Switch

To ensure that timestamp is enabled, issue the following command, and ensure that the time and timezone are correct:

set logging timestamp enable

Router

To ensure the correct time is displayed, issue the following command, and ensure that the set clock command has the correct time in enable mode, and the correct timezone is specified in with set clock timezone command in global config:

sh clock

Note Check the DATE on the device. If the timestamp on the device is older than the timestamp on the RME machine, the log messages is put in the unexpected device category.


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A
P P E N D I X B Configuring SNMP Support for Unity and Unity Connection
This information is included to help users enable SNMP for Cisco Unity and Unity Connection voice software products so that Smart Care Network Client and Network Appliance can discover them correctly.

To configure SNMP properly, follow these steps:

Step 1 Enable SNMP under Windows.

Step 2 Install the Event Monitoring Service.

Step 3 Run the Remote Serviceability Kit Wizard from the Cisco Unity Tools Depot.

The following screens show how to use the Event Monitoring Service.

Cisco Unity and Unity Connection requires that the Event Monitoring Service and the Remote Serviceability Kit be installed in addition to the basic Windows SNMP service for it to be discovered by the client.

These tools can be found in the Cisco Unity Tools Depot as shown in the following screen shots.

Installing the Event Monitoring ServiceTo install the Event Monitoring Service, follow this step:

• In the Tools Depot, click the Event Monitoring Service and login as shown in Figure B-1.

B-1Cisco Smart Care Services

Appendix B Configuring SNMP Support for Unity and Unity ConnectionInstalling the Remote Serviceability Kit

Figure B-1 Starting Event Monitoring Service

Installing the Remote Serviceability KitTo install the Remote Serviceability Kit, follow these steps:

Step 1 From the Tools Depot, click Remote Serviceability Kit to start the installation wizard as shown in Figure B-2.


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Figure B-2 Running the Remote Serviceability Kit Wizard

Step 2 Click Next to install the components as shown in Figure B-3.


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Figure B-3 Installing the Cisco Discovery Protocol Components

Step 3 Click Next to continue the installation as shown in Figure B-4.


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Figure B-4 Remote Serviceability Kit Wizard

Step 4 Click Finish to close the installation wizard as shown in Figure B-5.


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Figure B-5 Remote Serviceability Kit Installed

For more information on SNMP, see:

http://cisco.com/en/US/products/sw/cscowork/ps5431/products_user_guide_chapter09186a00801c1bd7.html


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scs partner user guide en

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