Configuring Call Home

The Call Home feature provides e-mail-based and web-based notification of critical system events. A versatile range of message formats are available for optimal compatibility with pager services, standard e-mail, or XML-based automated parsing applications. Common uses of this feature may include direct paging of a network support engineer, e-mail notification to a Network Operations Center, XML delivery to a support website, and utilization of Cisco Smart Call Home services for direct case generation with the Cisco Systems Technical Assistance Center (TAC).

Finding Feature Information

Your software release may not support all the features documented in this module. For the latest caveats and feature information, see Bug Search Tool and the release notes for your platform and software release. To find information about the features documented in this module, and to see a list of the releases in which each feature is supported, see the feature information table.

Use Cisco Feature Navigator to find information about platform support and Cisco software image support. To access Cisco Feature Navigator, go to www.cisco.com/go/cfn. An account on Cisco.com is not required.

Prerequisites for Call Home

How you configure Call Home depends on how you intend to use the feature. Consider the following requirements before you configure Call Home:

  • Obtain e-mail, phone, and street address information for the Call Home contact to be configured so that the receiver can determine the origin of messages received.

  • Identify the name or IPv4 address of a primary Simple Mail Transfer Protocol (SMTP) server and any backup servers, if using e-mail message delivery.

  • Verify IP connectivity from the router to the e-mail server(s) or the destination HTTP server.

  • If Cisco Smart Call Home is used, an active service contract covering the device is required to provide full SCH service.

Information About Call Home

Call Home provides e-mail-based and web-based notification of critical system events. A versatile range of message formats are available for optimal compatibility with pager services, standard e-mail, or XML-based automated parsing applications. Common uses of this feature may include direct paging of a network support engineer, e-mail notification to a Network Operations Center, XML delivery to a support website, and utilization of Cisco Smart Call Home services for direct case generation with the Cisco Systems Technical Assistance Center (TAC).

The Call Home feature can deliver alert messages containing information on configuration, environmental conditions, inventory, syslog, and crash events.

The Call Home feature can deliver alerts to multiple recipients, referred to as Call Home destination profiles , each with configurable message formats and content categories. A predefined destination profile (CiscoTAC-1) is provided, and you also can define your own destination profiles. The CiscoTAC-1 profile is used to send alerts to the backend server of the Smart Call Home service, which can be used to create service requests to Cisco TAC, the service will depend on the Smart Call Home service support in place for your device and the severity of the alert.

Flexible message delivery and format options make it easy to integrate specific support requirements.

Benefits of Using Call Home

The Call Home feature offers the following benefits:

  • Multiple message-format options:
    • Short Text—Suitable for pagers or printed reports.
    • Plain Text—Full formatted message information suitable for human reading.
    • XML—Matching readable format using Extensible Markup Language (XML) and Adaptive Markup Language (AML) document type definitions (DTDs). The XML format enables communication with the Cisco Smart Call Home server.
  • Multiple concurrent message destinations.

  • Multiple message categories, including configuration, environmental conditions, inventory, syslog, and crash events

  • Filtering of messages by severity and pattern matching.
  • Scheduling of periodic message sending.

Obtaining Smart Call Home Services

If you have a service contract directly with Cisco, you can register for the Smart Call Home service. Smart Call Home analyzes Smart Call Home messages and provides background information and recommendations. For critical issues, Automatic Service Requests are generated with the Cisco TAC.

Smart Call Home offers the following features:

  • Continuous device health monitoring and real-time alerts.

  • Analysis of Smart Call Home messages and, if needed, Automatic Service Request generation routed to the correct TAC team, including detailed diagnostic information to speed problem resolution.

  • Secure message transport directly from your device or through an HTTP proxy server or a downloadable Transport Gateway (TG). You can use a TG aggregation point to support multiple devices or in cases where security dictates that your devices may not be connected directly to the Internet.

  • Web-based access to Smart Call Home messages and recommendations, inventory, and configuration information for all Smart Call Home devices provides access to associated field notices, security advisories, and end-of-life information.

You need the following items to register for Smart Call Home:

  • SMARTnet contract number for your router.
  • Your e-mail address
  • Your Cisco.com username

For information on how to configure and register a Cisco ASR 1000 Series Router for Smart Call Home, see the Smart Call Home Quick Start Configuration Guide

Anonymous Reporting

Smart Call Home is a service capability that is included with many Cisco service contracts and is designed to assist you help resolve problems quickly. In addition, the information gained from crash messages helps Cisco understand equipment and issues occurring in the field. You can enable Anonymous Reporting without Smart Call Home. Anonymous Reporting allows Cisco to securely receive minimal error and health information from the device. If you enable Anonymous Reporting, your identity remains anonymous, and no identifying information is sent.


Note

When you enable Anonymous Reporting, you acknowledge your consent to transfer specified data. The data is shared with Cisco or to vendors operating on behalf of Cisco (including countries outside the United States). Cisco maintains the privacy of all customers. For information about how Cisco treats personal information, see the Cisco Privacy Statement at Cisco Online Privacy Statement.

When Call Home is configured in an anonymous way, only crash, inventory, and test messages are sent to Cisco. No identifying information is sent.

For more information about what is sent in these messages, see the Alert Group Trigger Events and Commands section.

How to Configure Call Home

Configuring Smart Call Home (Single Command)

To enable all Call Home basic configurations using a single command, perform the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home reporting {anonymous | contact-email-addr email-address } [http-proxy {ipv4-address | ipv6-address | name } port port number ]

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:


Device# configure terminal

Enters global configuration mode.

Step 2

call-home reporting {anonymous | contact-email-addr email-address } [http-proxy {ipv4-address | ipv6-address | name } port port number ]

Example:


Device(config)# call-home reporting contact-email-addr email@company.com
Enables all Call Home basic configurations using a single command.

  • anonymous —Enables Call-Home TAC profile to only send crash, inventory, and test messages and send the messages in an anonymous way.

  • contact-email-addr —Enables Smart Call Home service full reporting capability and sends a full inventory message from Call-Home TAC profile to Smart Call Home server to start full registration process.

  • http-proxy {ipv4-address | ipv6-address | name —An ipv4 or ipv6 address or server name. Maximum length is 64.

  • port port number —Port number. Range is 1 to 65535.

Note 

HTTP proxy option allows you to make use of your own proxy server to buffer and secure internet connections from your devices.

Note 

After successfully enabling Call Home either in anonymous or full registration mode using the call-home reporting command, an inventory message is sent out. If Call Home is enabled in anonymous mode, an anonymous inventory message is sent out. If Call Home is enabled in full registration mode, a Full Inventory message for full registration mode is sent. For more information about what is sent in these messages, see the “Alert Group Trigger Events and Commands” section.

Configuring and Enabling Smart Call Home

SUMMARY STEPS

  1. configure terminal
  2. call -home
  3. profile CiscoTAC-1
  4. destination transport-method http
  5. active
  6. exit
  7. contact-email-addr email-address
  8. exit
  9. service call-home
  10. exit
  11. copy running-config startup-config

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:


Device# configure terminal

Enters global configuration mode.

Step 2

call -home

Example:


Device(config)# call-home

Enters call home configuration mode.

Step 3

profile CiscoTAC-1

Example:


Device(config-call-home)# profile CiscoTAC-1

Enters call home destination profile configuration mode for the CiscoTAC-1 destination profile.

Step 4

destination transport-method http

Example:


Device(cfg-call-home-profile)# destination transport-method http

(Required only if using HTTPS) Configures the message transport method for http.

Step 5

active

Example:


Device(cfg-call-home-profile)# active

Enables the destination profile.

Step 6

exit

Example:


Device(cfg-call-home-profile)# exit

Exits call home destination profile configuration mode and returns to call home configuration mode.

Step 7

contact-email-addr email-address

Example:


Device(cfg-call-home)# contact-email-addr username@example.com

Assigns the customer’s e-mail address. Enter up to 200 characters in e-mail address format with no spaces.

Step 8

exit

Example:


Device(cfg-call-home)# exit

Exits call home configuration mode and returns to global configuration mode.

Step 9

service call-home

Example:


Device(config)# service call-home

Enables the Call Home feature.

Step 10

exit

Example:


Device(config)# exit

Exits global configuration mode and returns to privileged EXEC mode.

Step 11

copy running-config startup-config

Example:


Device# copy running-config startup-config

Saves the configuration to NVRAM.

Enabling and Disabling Call Home

To enable or disable the Call Home feature, complete the following steps:

SUMMARY STEPS

  1. configure terminal
  2. service call-home
  3. no service call-home

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:


Router# configure terminal

Enters global configuration mode.

Step 2

service call-home

Example:


Router(config)# service call-home

Enables the Call Home feature.

Step 3

no service call-home

Example:


Router(config)# no service call-home

Disables the Call Home feature.

Configuring Contact Information

Each router must include a contact email address. You can optionally include a phone number, street address, contract ID, customer ID, and site ID.

To assign the contact information, complete the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. contact-email-addr email-address
  4. phone-number + phone-number
  5. street-address street-address
  6. customer-id text
  7. site-id text
  8. contract-id text

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:


Router> configure terminal

Enters global configuration mode.

Step 2

call-home

Example:


Router(config)# call-home

Enters call home configuration mode.

Step 3

contact-email-addr email-address

Example:


Router(cfg-call-home)# contact-email-addr username@example.com

Assigns the customer’s email address. Enter up to 200 characters in email address format with no spaces.
Step 4

phone-number + phone-number

Example:


Router(cfg-call-home)# phone-number +1-222-333-4444

(Optional) Assigns the customer’s phone number.

Note 
The number must start with a plus (+) prefix, and may contain only dashes (-) and numbers. Enter up to 16 characters. If you include spaces, you must enclose your entry within double quotation marks (“ ”).
Step 5

street-address street-address

Example:


Router(cfg-call-home)# street-address “1234 Any Street, Any city, Any state, 12345”

(Optional) Assigns the customer’s street address where RMA equipment can be shipped. Enter up to 200 characters. If you include spaces, you must enclose your entry within double quotation marks (“ ”).

Step 6

customer-id text

Example:


Router(cfg-call-home)# customer-id Customer1234

(Optional) Identifies the customer ID. Enter up to 64 characters. If you include spaces, you must enclose your entry within double quotation marks (“ ”).

Step 7

site-id text

Example:


Router(cfg-call-home)# site-id Site1ManhattanNY

(Optional) Identifies the customer site ID. Enter up to 200 characters. If you include spaces, you must enclose your entry within double quotation marks (“ ”).

Step 8

contract-id text

Example:


Router(cfg-call-home)# contract-id Company1234

(Optional) Identifies the customer’s contract ID for the router. Enter up to 64 characters. If you include spaces, you must enclose your entry within double quotation marks (“ ”).

Example

The following example shows the configuration of contact information: 


Device# configure terminal
 
Enter configuration commands, one per line.  End with CNTL/Z.

Device(config)# call-home 

Device(cfg-call-home)# contact-email-addr username@example.com 

Device(cfg-call-home)# phone-number +1-222-333-4444 

Device(cfg-call-home)# street-address “1234 Any Street, Any city, Any state, 12345” 

Device(cfg-call-home)# customer-id Customer1234  

Device(cfg-call-home)# site-id Site1ManhattanNY 

Device(cfg-call-home)# contract-id Company1234  

Device(cfg-call-home)# exit

Configuring a Destination Profile

A destination profile contains the required delivery information for an alert notification. You can configure multiple destination profiles of one or more type.

You can create and define a new destination profile or copy and use another destination profile. If you define a new destination profile, you must assign a profile name. If you define a new destination profile, you must assign a profile name.

If you use the Cisco Smart Call Home service, the destination profile must use the XML message format.


Note
The Call Home feature provides a predefined profile named CiscoTAC-1 that is inactive by default. The CiscoTAC-1 profile is intended for use with the Smart Call Home service, which requires certain additional configuration steps to enable the service with the Call Home feature. For more information about this profile, see the Using the Predefined CiscoTAC-1 Destination Profile.

You can configure the following attributes for a destination profile:

  • Profile name—String that uniquely identifies each user-defined destination profile. The profile name is limited to 31 characters and is not case-sensitive. You cannot use all as a profile name.
  • Transport method—The transport mechanism, either e-mail or HTTP (including HTTPS), for delivery of alerts.
    • For user-defined destination profiles, e-mail is the default, and you can enable one or both transport mechanisms. If you disable both methods, e-mail is enabled.
    • For the predefined Cisco TAC profile, you can enable either transport mechanism, but not both.
  • Destination address—The actual address related to the transport method by which the alert should be sent.

    In Call Home version 3, you can change the destination of the CiscoTAC-1 profile.

  • Message formatting—The message format used for sending the alert. The format options for a user-defined destination profile are long-text, short-text, or XML. The default is XML. For the predefined Cisco TAC profile, only XML is allowed. If you use the Cisco Smart Call Home service, the destination profile must use the XML message format.

  • Message size—The maximum destination message size. The valid range is 50 to 3,145,728 bytes and the default is 3,145,728 bytes.

  • Reporting method—You can choose which data to report for a profile. You can report Smart Call Home data or Smart Licensing data for a profile. Only one active profile is allowed to report Smart Licensing data at a time.

  • Anonymous reporting—You can choose for your customer identity to remain anonymous, and no identifying information is sent.

  • Subscribing to interesting alert-groups—You can choose to subscribe to alert-groups highlighting your interests.

This section includes the following tasks:

Creating a New Destination Profile

To create and configure a new destination profile, complete the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call -home
  3. profile name
  4. destination transport-method email
  5. destination address email email-address
  6. destination preferred-msg-format {long-text | short-text | xml }
  7. destination message-size bytes
  8. active
  9. exit
  10. end

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call -home

Example:

Device(config)# call-home

Enters call home configuration mode.

Step 3

profile name

Example:

Device(config-call-home)# profile profile1

Enters call home destination profile configuration mode for the specified destination profile name. If the specified destination profile does not exist, it is created.

Step 4

destination transport-method email

Example:

Device(cfg-call-home-profile)# destination transport-method email

(Optional) Configures the message transport method for email. This is the default.

Step 5

destination address email email-address

Example:

Device(cfg-call-home-profile)# destination address email myaddress@example.com

(Required) Configures the destination e-mail address to which Call Home messages are sent.

Step 6

destination preferred-msg-format {long-text | short-text | xml }

Example:

Device(cfg-call-home-profile)# destination preferred-msg-format xml

(Optional) Configures a preferred message format. The default is XML.

Step 7

destination message-size bytes

Example:

Device(cfg-call-home-profile)# destination message-size 3145728

(Optional) Configures a maximum destination message size (from 50 to 3145728 bytes) for the destination profile. The default is 3145728 bytes.

Step 8

active

Example:

Device(cfg-call-home-profile)# active

(Optional) Enables the destination profile. By default, a user-defined profile is enabled when it is created.

Step 9

exit

Example:

Device(cfg-call-home-profile)# exit

Exits call home destination profile configuration mode and returns to call home configuration mode.

Step 10

end

Example:

Device(cfg-call-home)# end

Returns to privileged EXEC mode.

Setting Profiles to Anonymous Mode

To create a new destination profile by copying an existing profile, complete the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. copy profile source-profile target-profile

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Device(config)# call-home

Enters call home configuration mode.

Step 3

copy profile source-profile target-profile

Example:

Device(cfg-call-home)# copy profile profile1 profile2

Creates a new destination profile with the same configuration settings as the existing destination profile, where:

Subscribing to Alert Groups

An alert group is a predefined subset of Call Home alerts supported in all routers. Different types of Call Home alerts are grouped into different alert groups depending on their type. The following alert groups are available:

  • Configuration
  • Environment
  • Inventory
  • Syslog
  • Crash

The triggering events for each alert group are listed in the Alert Group Trigger Events and Commands, and the contents of the alert group messages are listed in the Message Contents.

You can select one or more alert groups to be received by a destination profile.


Note
A Call Home alert is only sent to destination profiles that have subscribed to the alert group containing that Call Home alert. In addition, the alert group must be enabled.
Periodic Notification

When you subscribe a destination profile to either the Configuration or the Inventory alert group, you can choose to receive the alert group messages asynchronously or periodically at a specified time. The sending period can be one of the following:

  • Daily—Specify the time of day to send, using an hour:minute format hh:mm, with a 24-hour clock (for example, 14:30).
  • Weekly—Specify the day of the week and time of day in the format day hh:mm, where the day of the week is spelled out (for example, monday).
  • Monthly—Specify the numeric date, from 1 to 31, and the time of day, in the format date hh:mm.
Message Severity Threshold

When you subscribe a destination profile to the Environment or Syslog alert group, you can set a threshold for the sending of alert group messages based on the message’s level of severity. Any message with a severity lower than the specified threshold of the destination profile is not sent to the destination.


Note
When syslog level is changed via IOS CLI, the new value is propagated to non-IOS processes as well, with the result that these processes no longer send syslog messages of lower priority to IOS to process, thus "saving" CPU cycles for IOS.

The table below lists the keywords used to configure the severity, which range from catastrophic (level 9, highest level of urgency) to debugging (level 0, lowest level of urgency). If no severity threshold is configured, the default is debugging (level 0). However, the default is not recommended due to the number of messages that will be triggered.


Note
Call Home severity levels are not the same as system message logging severity levels.
Table 1. Severity and Syslog Level Mapping

Level

Keyword

Syslog Level

Description

9

catastrophic

N/A

Network-wide catastrophic failure.

8

disaster

N/A

Significant network impact.

7

fatal

Emergency (0)

System is unusable.

6

critical

Alert (1)

Critical conditions, immediate attention needed.

5

major

Critical (2)

Major conditions.

4

minor

Error (3)

Minor conditions.

3

warning

Warning (4)

Warning conditions.

2

notification

Notice (5)

Basic notification and informational messages. Possibly independently insignificant.

1

normal

Information (6)

Normal event signifying return to normal state.

0

debugging

Debug (7)

Debugging messages.

Configuring Snapshot Command List

To configure the snapshot command list, perform the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. [no | default ] alert-group-config snapshot
  4. [no | default ] add-command command string
  5. end

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Device(config)# call-home

Enters Call Home configuration mode.

Step 3

[no | default ] alert-group-config snapshot

Example:

Device(cfg-call-home)# alert-group-config snapshot

Enters snapshot configuration mode.

The no or default command removes the snapshot command.

Step 4

[no | default ] add-command command string

Example:

Device(cfg-call-home-snapshot)# add-command "show version"

Adds the command to the Snapshot alert group. The no or default command removes the corresponding command.

  • command string —Cisco IOS command. Maximum length is 128.

Step 5

end

Example:

Device(cfg-call-home-snapshot)# exit

Exits and saves the configuration.

Configuring General Email Options

Configuring the Mail Server

To use the email message transport, you must configure at least one Simple Mail Transfer Protocol (SMTP) email server address. You can specify up to four backup email servers, for a maximum of five total mail-server definitions.

Consider the following guidelines when configuring the mail server:

  • Backup email servers can be defined by repeating the mail-server command using different priority numbers.

  • The mail-server priority number parameter can be configured from 1 to 100. The server with the highest priority (lowest priority number) is tried first.

To configure general email options, perform the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. mail-server {ipv4-address | name } priority number
  4. sender from email-address
  5. sender reply-to email-address
  6. source-interface interface-name
  7. source-ip-address ipv4/ipv6 address
  8. vrf vrf-name

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Device(config)# call-home

Enters call home configuration mode.

Step 3

mail-server {ipv4-address | name } priority number

Example:

Device(cfg-call-home)# mail-server stmp.example.com priority 1

Assigns an email server address and its relative priority among configured email servers.

Provide either of the following:

  • The email server’s IP address or

  • The email server’s fully qualified domain name (FQDN) of 64 characters or less.

Assign a priority number between 1 (highest priority) and 100 (lowest priority).

Step 4

sender from email-address

Example:

Device(cfg-call-home)# sender from username@example.com

(Optional) Assigns the email address that appears in the from field in Call Home email messages. If no address is specified, the contact email address is used.

Step 5

sender reply-to email-address

Example:

Device(cfg-call-home)# sender reply-to username@example.com

(Optional) Assigns the email address that appears in the reply-to field in Call Home email messages.

Step 6

source-interface interface-name

Example:

Device(cfg-call-home)# source-interface loopback1

Assigns the source interface name to send call-home messages.

interface-name —Source interface name. Maximum length is 64.

Note 

For HTTP messages, use the ip http client source-interface interface-name command in global configuration mode to configure the source interface name. This command allows all HTTP clients on the device to use the same source interface.

Step 7

source-ip-address ipv4/ipv6 address

Example:

Device(cfg-call-home)# ip-address 209.165.200.226

Assigns source IP address to send call-home messages.

  • ipv4/ipv6 address —Source IP (IPv4 or IPv6) address. Maximum length is 64.

Step 8

vrf vrf-name

Example:

Device(cfg-call-home)# vrf vpn1

(Optional) Specifies the VRF instance to send call-home email messages. If no vrf is specified, the global routing table is used.

Note 

For HTTP messages, if the source interface is associated with a VRF, use the ip http client source-interface interface-name command in global configuration mode. This command would specify the VRF instance that is used for all HTTP clients on the device.

Example: General email Options

The following example shows general email options: 


Device# configure terminal
 
Enter configuration commands, one per line. End with CNTL/Z.

Device(config)# call-home 

Device(cfg-call-home)# mail-server smtp.example.com priority 1 

Device(cfg-call-home)# mail-server 192.168.0.1 priority 2 

Device(cfg-call-home)# exit
Specifying HTTP Proxy Server

To specify an HTTP proxy server for sending Call Home HTTP(S) messages to a destination, perform the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. http-proxy {ipv4-address | ipv6-address name } name

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Device(config)# call-home

Enters call home configuration mode.

Step 3

http-proxy {ipv4-address | ipv6-address name } name

Example:

Device(config)# http-proxy 1.1.1.1 port 1

Specifies the proxy server for the HTTP request.

Enabling AAA Authorization to Run Cisco IOS Commands for Call Home Messages

To enable AAA authorization to run Cisco IOS commands that enable the collection of output for a Call Home message, perform the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. aaa-authorization
  4. aaa-authorization [username username ]

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Device(config)# call-home

Enters call home configuration mode.

Step 3

aaa-authorization

Example:

Device(cfg-call-home)# aaa-authorization

Enables AAA authorization.

Note 

By default, AAA authorization is disabled for Call Home.

Step 4

aaa-authorization [username username ]

Example:

Device(cfg-call-home)# aaa-authorization username username

Specifies the username for authorization.

  • username user —Default username is callhome. Maximum length is 64.

Configuring Syslog Throttling

To enable or disable Call Home syslog message throttling and avoid sending repetitive Call Home syslog messages, perform the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. [no ] syslog-throttling

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Device(config)# call-home

Enters call home configuration mode.

Step 3

[no ] syslog-throttling

Example:

Device(cfg-call-home)# syslog-throttling

Enables or disables Call Home syslog message throttling and avoids sending repetitive Call Home syslog messages. By default, syslog message throttling is enabled.

Configuring Call Home Data Privacy

The data-privacy command scrubs data, such as IP addresses, from running configuration files to protect the privacy of customers. Enabling the data-privacy command can affect CPU utilization when scrubbing a large amount of data. Currently, show command output is not being scrubbed except for configuration messages in the show running-config all and show startup-config data.

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. data-privacy {level {normal | high } | hostname }

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Device# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Device(config)# call-home

Enters call home configuration mode.

Step 3

data-privacy {level {normal | high } | hostname }

Example:

Device(cfg-call-home)# data-privacy level high

Scrubs data from running configuration file to protect the privacy of the user. The default data-privacy level is normal.

Note 

Enabling the data-privacy command can affect CPU utilization when scrubbing a large amount of data.

  • normal —Scrubs all normal-level commands.
  • high —Scrubs all normal-level commands plus the IP domain name and IP address commands.
  • hostname —Scrubs all high-level commands plus the hostname command.
Note 

Scrubbing the hostname from configuration messages can cause Smart Call Home processing failure on some platforms.

Working With Destination Profiles

This section describes some of the tasks that you can complete with destination profiles:

Activating and Deactivating a Destination Profile

Except for the predefined CiscoTAC-1 profile, all Call Home destination profiles are automatically activated once you create them. If you do not want to use a profile right way, you can deactivate the profile. The CiscoTAC-1 profile is inactive by default and must be activated to be used.

To activate or deactivate a destination profile, complete the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call -home
  3. profile name
  4. active
  5. no active
  6. end

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Router# configure terminal

Enters global configuration mode.

Step 2

call -home

Example:

Router(config)# call-home

Enters call home configuration mode.

Step 3

profile name

Example:

Router(config-call-home)# profile test

Enters call home destination profile configuration mode for the specified destination profile. If the specified destination profile does not exist, it is created.

Step 4

active

Example:

Router(cfg-call-home-profile)# active

Enables the destination profile. By default, a new profile is enabled when it is created.

Step 5

no active

Example:

Router(cfg-call-home-profile)# no active

Disables the destination profile.

Step 6

end

Example:

Router(cfg-call-home)# end

Exits call home destination profile configuration mode and returns to privileged EXEC mode.

Renaming a Destination Profile

To change the name of an existing profile, complete the following steps:

SUMMARY STEPS

  1. configure terminal
  2. call-home
  3. rename profile source-profile target-profile

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Router# configure terminal

Enters global configuration mode.

Step 2

call-home

Example:

Router(config)# call-home

Enters call home configuration mode.

Step 3

rename profile source-profile target-profile

Example:

Router(cfg-call-home)# rename profile2 testprofile

Renames an existing source file, where:

  • source-profile —Specifies the existing name of the profile.
  • target-profile —Specifies a new name for the existing profile.
Using the Predefined CiscoTAC-1 Destination Profile

The CiscoTAC-1 profile is automatically configured in the Call Home feature for your use with the Cisco Smart Call Home service. This profile includes certain information, such as the destination e-mail address and HTTPS URL, and default alert groups for communication with the Smart Call Home service. Some of these attributes, such as the destination e-mail address, HTTPS URL, and message format cannot be modified.

You can use either email or http transport to communicate with the Smart Call Home service backend server. By default, the CiscoTAC-1 profile is inactive and uses email as the default transport method. To use email transport, you only need to enable the profile. However, to use this profile with the Cisco Smart Call Home service secure server (via HTTPS), you not only must enable the profile, but you must also change the transport method to HTTP as shown in the following example: 


Router# configure terminal
Router(config)# call-home
Router(config-call-home)# profile CiscoTAC-1
Router(cfg-call-home-profile)# destination transport-method http
Router(cfg-call-home-profile)# active

For more information about additional requirements for Configuring the Smart Call Home service, see the How To Configure Call Home to Support the Smart Call Home Service section.

Sending Call Home Communications Manually

You can manually send several types of Call Home communications. To send Call Home communications, complete the tasks in this section. This section contains the following subsections:

Sending a Call Home Test Message Manually

You can use the call-home test command to send a user-defined Call Home test message.

SUMMARY STEPS

  1. call-home test [“ test-message ” ] profile name

DETAILED STEPS

Command or Action Purpose

call-home test [“ test-message ” ] profile name

Example:

Router# call-home test profile profile1

Sends a test message to the specified destination profile. The user-defined test message text is optional, but must be enclosed in quotes (“ ”) if it contains spaces. If no user-defined message is configured, a default message is sent.

Sending Call Home Alert Group Messages Manually

You can use the call-home send command to manually send a specific alert group message.

Note the following guidelines when manually sending a Call Home alert group message:

  • Configuration, , and inventory alert groups can be sent manually.
  • When you manually trigger an alert group message and you specify a destination profile name, a message is sent to the destination profile regardless of the active status, subscription status, or severity setting of the profile.
  • When you manually trigger a configuration or inventory alert group message and do not specify a destination profile name, a message is sent to all active profiles that have either a normal or periodic subscription to the specified alert group.
  • When you manually trigger a diagnostic alert group message and do not specify a destination profile name, a message is sent to all active profiles that have a lower severity subscription than the severity of the diagnostic results of the specified slot.

To manually trigger Call Home alert group messages, complete the following steps:

SUMMARY STEPS

  1. call-home send alert-group configuration [profile name ]
  2. call-home send alert-group inventory [profile name ]

DETAILED STEPS

  Command or Action Purpose
Step 1

call-home send alert-group configuration [profile name ]

Example:

Device# call-home send alert-group configuration profile CiscoTAC-1

Sends a configuration alert group message to one destination profile if specified, or to all subscribed destination profiles.

Step 2

call-home send alert-group inventory [profile name ]

Example:

Device# call-home send alert-group inventory

Sends an inventory alert group message to one destination profile if specified, or to all subscribed destination profiles.

Submitting Call Home Analysis and Report Requests

The call-home request command allows you to submit the system information to Cisco Systems. The report provides helpful analysis and information specific to your system. You can request various reports, including security alerts, known bugs, recommendations, and the command references.

Note the following guidelines when manually sending Call Home analysis and report requests:

  • If a profile name is specified, the request is sent to the profile. If no profile is specified, the request is sent to the Cisco TAC profile. The Call-home request can have a recipient profile that is not enabled. The recipient profile specifies the email address where the transport gateway is configured. The recipient profile allows the request message to be forwarded to the Cisco TAC and you can receive the reply from the Smart Call Home service.

  • The ccoid user-id is the registered identifier of the Smart Call Home user. If the user-id is specified, the response is sent to the email address of the registered user. If no user-id is specified, the response is sent to the contact email address of the device.

  • Based on the keyword specifying the type of report that is requested, the following information is returned:

    • config-sanity —Information on the recommendations for the current running configuration.

    • bugs-list —Known bugs in the running version and in the currently applied features.

    • command-reference —Reference links to all commands in the running configuration.

    • product-advisory —Product Security Incident Response Team (PSIRT) notices. The PSIRT includes End of Life (EOL) or End of Sales (EOS) notices, or field notices (FN) that may affect devices in your network.

To submit a request for analysis and report information from the Cisco Output Interpreter tool, complete the following steps:

SUMMARY STEPS

  1. call-home request output-analysis “ show-command ”
  2. call-home request {config-sanity | bugs-list | command-reference | product-advisory }

DETAILED STEPS

  Command or Action Purpose
Step 1

call-home request output-analysis “ show-command ”

Example:

[profile   name ] [ccoid  user-id ]
Example:

Device# call-home request output-analysis “show diag” profile TG

Sends the output of the specified show command for analysis. The show command must be contained in quotes (").

Step 2

call-home request {config-sanity | bugs-list | command-reference | product-advisory }

Example:

[profile   name ] [ccoid  user-id ]
Example:

Device# call-home request config-sanity profile TG

Sends the output of a predetermined set of commands, such as the show running-config all and show version commands, for analysis. In addition, the call home request product-advisory subcommand includes all inventory alert group commands. The keyword that is specified after the call-home request command specifies the type of report requested.

Example

The following example shows a request for analysis of a user-specified show command: 


Router# call-home request output-analysis "show diag" profile TG

Manually Sending Command Output Message for One Command or a Command List

You can use the call-home send command to execute a CLI command and e-mail the command output to Cisco or to an e-mail address that you specify.

Note the following guidelines when sending the output of a command:

  • The specified IOS command or list of IOS commands can be any run command, including commands for all modules. The command must be contained in quotes (“”).

  • If the email option is selected using the “email” keyword and an email address is specified, the command output is sent to that address. If neither the email nor the HTTP option is specified, the output is sent in long-text format with the specified service request number to the Cisco TAC (attach@cisco.com).

  • If neither the “email” nor the “http” keyword is specified, the service request number is required for both long-text and XML message formats and is provided in the subject line of the email.

  • If the HTTP option is specified, the CiscoTac-1 profile destination HTTP or HTTPS URL is used as the destination. The destination email address can be specified so that Smart Call Home can forward the message to the email address. The user must specify either the destination email address or an SR number but they can also specify both.

To execute a command and send the command output, complete the following step:

SUMMARY STEPS

  1. call-home send {cli command | cli list } [email email msg-format {long-text | xml } | http {destination-email-address email }][tac-service-request SR#

DETAILED STEPS

Command or Action Purpose

call-home send {cli command | cli list } [email email msg-format {long-text | xml } | http {destination-email-address email }][tac-service-request SR#

Example:

Router# call-home send “show version; show running-config show inventory” emailsupport@example.com msg-format xml

Executes the CLI or CLI list and sends output via email or HTTP.

  • {cli command | cli list }—Specifies the IOS command or list of IOS commands (separated by ‘;’). It can be any run command, including commands for all modules. The commands must be contained in quotes (“”).
  • email email msg-format {long-text | xml —If the email option is selected, the command output will be sent to the specified email address in long-text or XML format with the service request number in the subject. The email address, the service request number, or both must be specified. The service request number is required if the email address is not specified (default is attach@cisco.com for long-text format and callhome@cisco.com for XML format).
  • http {destination-email-address email —If the http option is selected, the command output will be sent to Smart Call Home backend server (URL specified in TAC profile) in XML format.

    destination-email-address email can be specified so that the backend server can forward the message to the email address. The email address, the service request number, or both must be specified.

  • tac-service-request SR# —Specifies the service request number. The service request number is required if the email address is not specified.
Example

The following example shows how to send the output of a CLI command to a user-specified email address:

Device# call-home send "show diag" email support@example.com

The following example shows the command output sent in long-text format to attach@cisco.com, with the SR number specified:

Device# call-home send "show version"; "show run tac-service-request 123456

The following example shows the command output sent in XML message format to callhome@cisco.com:

Device# call-home send "show diag" email callhome@example.com msg-format xml

Configuring Call Home

The Call Home feature provides e-mail-based and web-based notification of critical system events. A versatile range of message formats are available for optimal compatibility with pager services, standard e-mail, or XML-based automated parsing applications. Common uses of this feature may include direct paging of a network support engineer, e-mail notification to a Network Operations Center, XML delivery to a support website, and utilization of Cisco Smart Call Home services for direct case generation with the Cisco Systems Technical Assistance Center (TAC).

How To Configure Call Home to Support the Smart Call Home Service

This section provides an overview of the minimum steps required to configure the Call Home feature on a Cisco device, and other required supporting configuration to communicate securely with the Smart Call Home service using HTTPS:

Prerequisites

Before you configure and use the Smart Call Home Service, be sure that you have completed the following prerequisites:

  • Verify that you have an active Cisco Systems service contract for the device being configured.
  • Verify that you have IP connectivity to the Cisco HTTPS server.
  • Obtain the latest Cisco Systems server security certificate. In Cisco IOS XE Release 2.6.0, the following shows the latest text for the Cisco Systems server security certificate: 
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Declare and Authenticate a CA Trustpoint

To establish communication with the Cisco HTTPS server for Smart Call Home service, you must declare and authenticate the Cisco server security certificate.

SUMMARY STEPS

  1. configure terminal
  2. crypto pki trustpoint name
  3. enrollment terminal
  4. exit
  5. crypto pki authenticate name
  6. At the prompt, paste the security certificate text.
  7. quit
  8. yes
  9. end
  10. copy running-config startup-config

DETAILED STEPS

  Command or Action Purpose
Step 1

configure terminal

Example:

Router# configure terminal

Enters global configuration mode.

Step 2

crypto pki trustpoint name

Example:

Router(config)# crypto pki trustpoint cisco

Declares a CA trustpoint on your router and enters CA trustpoint configuration mode.

Step 3

enrollment terminal

Example:

Router(ca-trustpoint)# enrollment terminal

Specifies a manual cut-and-paste method of certificate enrollment.

Step 4

exit

Example:

Router(ca-trustpoint)# exit

Exits CA trustpoint configuration mode and returns to global configuration mode.

Step 5

crypto pki authenticate name

Example:

Router(config)# crypto pki authenticate cisco

Authenticates the named CA.

Note 
The CA name should match the name specified in the crypto pki trustpoint command.
Step 6

At the prompt, paste the security certificate text.

Example:

Enter the base 64 encoded CA certificate.
Example:

End with a blank line or the word "quit" on a line by itself
Example:

<Paste certificate text here>

Specifies the security certificate text.

Step 7

quit

Example:
quit

Specifies the end of the security certificate text.

Step 8

yes

Example:
% Do you accept this certificate? [yes/no]: yes

Confirms acceptance of the entered security certificate.

Step 9

end

Example:

Router# end

Exits global configuration mode and returns to privileged EXEC mode.

Step 10

copy running-config startup-config

Example:

Router# copy running-config startup-config

Saves the configuration to NVRAM.

Example: Declaring and authenticating the Cisco server security certificate

The following example shows the configuration for declaring and authenticating the Cisco server security certificate: 


Router# configure terminal
Router(config)# crypto pki trustpoint cisco
Router(ca-trustpoint)# enrollment terminal
Router(ca-trustpoint)# exit
Router(config)# crypto pki authenticate cisco
Enter the base 64 encoded CA certificate.
End with a blank line or the word "quit" on a line by itself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quit
Certificate has the following attributes:
       Fingerprint MD5: A2339B4C 747873D4 6CE7C1F3 8DCB5CE9 
      Fingerprint SHA1: 85371CA6 E550143D CE280347 1BDE3A09 E8F8770F 
% Do you accept this certificate? [yes/no]: yes
Trustpoint CA certificate accepted.
% Certificate successfully imported
Router(config)# end
Router# copy running-config startup-config
Start Smart Call Home Registration

To start the Smart Call Home registration process, manually send an inventory alert-group message to the CiscoTAC-1 profile.

SUMMARY STEPS

  1. call-home send alert-group inventory profile CiscoTAC-1

DETAILED STEPS

Command or Action Purpose

call-home send alert-group inventory profile CiscoTAC-1

Example:

Device# call-home send alert-group inventory profile CiscoTAC-1

Sends an inventory alert group message to the CiscoTAC-1 destination profile.

What To Do Next

To receive an email from Cisco Systems and follow the instructions to complete the device registration in the Smart Call Home web application:

  • Launch the Smart Call Home web application at the following URL:

https://tools.cisco.com/sch/

  • Accept the Legal Agreement.
  • Confirm device registration for Call Home devices with pending registration.

For more information about using the Smart Call Home web application, see Smart Call Home User Guide . This user guide also includes configuration examples for sending Smart Call Home messages directly from your device or through a transport gateway (TG) aggregation point. You can use a TG aggregation point in cases requiring support for multiple devices or in cases where security requirements mandate that your devices must not be connected directly to the Internet.

Displaying Call Home Configuration Information

You can use variations of the show call-home command to display Call Home configuration information.

To display the configured Call Home information, use one or more of the following commands:

SUMMARY STEPS

  1. show call-home
  2. show call-home detail
  3. show call-home alert-group
  4. show call-home mail-server status
  5. show call-home profile {all | name }
  6. show call-home statistics

DETAILED STEPS

  Command or Action Purpose
Step 1

show call-home

Example:

Device# show call-home

Displays the Call Home configuration in summary.

Step 2

show call-home detail

Example:

Device# show call-home detail

Displays the Call Home configuration in detail.

Step 3

show call-home alert-group

Example:

Device# show call-home alert-group

Displays the available alert groups and their status.

Step 4

show call-home mail-server status

Example:

Device# show call-home mail-server status

Checks and displays the availability of the configured e-mail server(s).

Step 5

show call-home profile {all | name }

Example:

Device# show call-home profile all

Displays the configuration of the specified destination profile. Use the all keyword to display the configuration of all destination profiles.

Step 6

show call-home statistics

Example:

Device# show call-home statistics

Displays the statistics of Call Home events.

Configuration Examples for Call Home

The following examples show the sample output when using different options of the show call-home command.

Example: Call Home Information in Summary 

Device# show call-home
Current call home settings:
    call home feature : disable
    call home message's from address: username@example.com
    call home message's reply-to address: username@example.com
    vrf for call-home messages: Mgmt-intf
    contact person's email address: username@example.com
    contact person's phone number: +14085551234
    street address: 1234 Any Street Any city Any state 12345
    customer ID: customer@example.com
    contract ID: 123456789
    site ID: example.com
    Mail-server[1]: Address: smtp.example.com Priority: 1
    Mail-server[2]: Address: 192.168.0.1 Priority: 2
    Rate-limit: 20 message(s) per minute
Available alert groups:
    Keyword                  State   Description
    ------------------------ ------- -------------------------------
    configuration            Enable  configuration info
    diagnostic               Enable  diagnostic info
    environment              Enable  environmental info
    inventory                Enable  inventory info
    syslog                   Enable  syslog info
Profiles:
    Profile Name: campus-noc
    Profile Name: CiscoTAC-1
Example: Configured Call Home Information in Detail 

Device# show call-home detail
Current call home settings:
			call home feature: enable
			call home message's from address: router@example.com
			call home message's reply-to address: support@example.com
			vrf for call-home messages: Not yet set up
			contact person's email address: technical@example.com
			contact person's phone number: +1-408-555-1234
			street address: 1234 Picaboo Street, Any city, Any state, 12345
			customer ID: ExampleCorp
			contract ID: X123456789
			site ID: SantaClara
			source ip address: Not yet set up
			source interface: GigabitEthernet1
			Mail-server[1]: Address: 192.168.2.1 Priority: 1
			Mail-server[2]: Address: 223.255.254.254 Priority: 2
			http proxy: 192.168.1.1:80
			aaa-authorization: disable
			aaa-authorization username: callhome (default)
			data-privacy: normal
			syslog throttling: enable
			Rate-limit: 20 message(s) per minute
			Snapshot command[0]: show version
			Snapshot command[1]: show clock
Available alert groups:
			Keyword State Description
			------------------------ ------- -------------------------------
			configuration Enable configuration info
			crash Enable crash and traceback info
			inventory Enable inventory info
			snapshot Enable snapshot info
			syslog Enable syslog info
Profiles:
			Profile Name: campus-noc
			Profile status: ACTIVE
			Preferred Message Format: xml
			Message Size Limit: 3145728 Bytes
Transport Method: email
			Email address(es): noc@example.com
			HTTP address(es): Not yet set up
			Alert-group Severity
			------------------------ ------------
			configuration 											normal
			crash 																			normal
			inventory 															normal
			Syslog-Pattern 										Severity
			------------------------ ------------
			.*CALL_LOOP.* debug
Profile Name: CiscoTAC-1
			Profile status: INACTIVE
			Profile mode: Full Reporting
			Preferred Message Format: xml
			Message Size Limit: 3145728 Bytes
			Transport Method: email
			Email address(es): callhome@cisco.com
			HTTP address(es): https://tools.cisco.com/its/service/oddce/services/DDCEService
			Periodic configuration info message is scheduled every 14 day of the month at 11:12
			Periodic inventory info message is scheduled every 14 day of the month at 10:57
			Alert-group Severity
			------------------------ ------------
			crash 																			normal
			Syslog-Pattern 										Severity
			------------------------ ------------
			.*CALL_LOOP.* 											debug
Example: Available Call Home Alert Groups 

Device# show call-home alert-group
Available alert groups:
			Keyword State Description
			------------------------ ------- -------------------------------
			configuration Enable configuration info
			crash Enable crash and traceback info
			inventory Enable inventory info
			snapshot Enable snapshot info
			syslog Enable syslog info
Example: Email Server Status Information 

Device# show call-home mail-server status
Please wait. Checking for mail server status ...
					Mail-server[1]: Address: 192.168.2.1 Priority: 1 [Not Available]
					Mail-server[2]: Address: 223.255.254.254 Priority: 2 [Available]
Examples: Information for All Destination Profiles 

Device# show call-home profile all
     Profile Name: campus-noc
     Profile status: ACTIVE
     Preferred Message Format: xml
     Message Size Limit: 3145728 Bytes
     Transport Method: email
     Email address(es): noc@example.com
     HTTP address(es): Not yet set up
     Alert-group Severity
     ------------------------ ------------
     configuration 														normal
     crash 																						normal
     inventory 																		normal
     Syslog-Pattern 													Severity
     ------------------------ ------------
     .*CALL_LOOP.* debug
Profile Name: CiscoTAC-1
     Profile status: INACTIVE
     Profile mode: Full Reporting
     Preferred Message Format: xml
     Message Size Limit: 3145728 Bytes
     Transport Method: email
     Email address(es): callhome@cisco.com
     HTTP address(es): https://tools.cisco.com/its/service/oddce/services/DDCEService
     
					Periodic configuration info message is scheduled every 14 day of the month at 11:12
     
					Periodic inventory info message is scheduled every 14 day of the month at 10:57
     Alert-group 																Severity
     ------------------------ ------------
     crash 																						normal
     Syslog-Pattern 													Severity
     ------------------------ ------------
     .*CALL_LOOP.* 														debug
Example: Information for a User-Defined Destination Profile 

Device# show call-home profile campus-noc
Profile Name: campus-noc
				Profile status: ACTIVE
				Preferred Message Format: xml
				Message Size Limit: 3145728 Bytes
				Transport Method: email
				Email address(es): noc@example.com
				HTTP address(es): Not yet set up
				Alert-group 															Severity
				------------------------ ------------
				configuration 													normal
				crash 																					normal
				inventory 																	normal	
				Syslog-Pattern 												Severity
				------------------------ ------------
				.*CALL_LOOP.* 													debug
Example: Call Home Statistics 

Device# show call-home statistics
Message Types   Total                Email                HTTP
-------------   -------------------- -------------------- ------------------
Total Success   3                    3                    0                    
    Config      3                    3                    0                    
    Diagnostic  0                    0                    0
    Environment 0                    0                    0                    
    Inventory   2                    2                    0                    
    SysLog      0                    0                    0                    
    Test        0                    0                    0                    
    Request     0                    0                    0                    
    Send-CLI    0                    0                    0                    
Total In-Queue  0                    0                    0                    
    Config      0                    0                    0                    
    Diagnostic  0                    0                    0
    Environment 0                    0                    0                    
    Inventory   0                    0                    0                    
    SysLog      0                    0                    0                    
    Test        0                    0                    0                    
    Request     0                    0                    0                    
    Send-CLI    0                    0                    0                    
Total Failed    0                    0                    0                    
    Config      0                    0                    0                    
    Diagnostic  0                    0                    0
    Environment 0                    0                    0                    
    Inventory   0                    0                    0                    
    SysLog      0                    0                    0                    
    Test        0                    0                    0                    
    Request     0                    0                    0                    
    Send-CLI    0                    0                    0                    
Total Ratelimit
      -dropped  0                    0                    0                    
    Config      0                    0                    0                    
    Diagnostic  0                    0                    0
    Environment 0                    0                    0                    
    Inventory   0                    0                    0                    
    SysLog      0                    0                    0                    
    Test        0                    0                    0                    
    Request     0                    0                    0                    
    Send-CLI    0                    0                    0                    
Last call-home message sent time: 2010-01-11 18:32:32 GMT+00:00
Default Settings

Lists of default Call Home settings.

Parameters

Default

Call Home feature status

Disabled

User-defined profile status

Active

Predefined Cisco TAC profile status

Inactive

Transport method

E-mail

Message format type

XML

Destination message size for a message sent in long text, short text, or XML format

3,145,728

Alert group status

Enabled

Call Home message severity threshold

0 (debugging)

Message rate limit for messages per minute

20

AAA Authorization

Disabled

Call Home syslog message throttling

Enabled

Data privacy level

Normal

Alert Group Trigger Events and Commands

Call Home trigger events are grouped into alert groups, with each alert group assigned CLI commands to execute when an event occurs. The CLI command output is included in the transmitted message. Table 1 lists the trigger events included in each alert group, including the severity level of each event and the executed CLI commands for the alert group.

Table 2. Call Home Alert Groups, Events, and Actions

Alert Group

Call Home Trigger Event

Syslog Event

Severity

Description and CLI Commands Executed

Crash

SYSTEM_CRASH

—

—

Events related to system crash.

Commands executed:

show version show logging show region show stack

—

TRACEBACK

—

—

Detects software traceback events.

Commands executed:

show version show logging show region show stack

Configuration

—

—

—

User-generated request for configuration. (Sent to TAC.)

CLI commands executed:

show platform show inventory show running-config all show startup-config show version

Environmental

—

—

—

Events related to power, fan, and environment sensing elements, such as temperature alarms. (Sent to TAC.)

CLI commands executed:

show platform show environment show inventory show logging

Inventory

—

—

—

Inventory status should be provided whenever a unit is cold-booted, or when FRUs are inserted or removed. This is considered a noncritical event, and the information is used for status and entitlement. (Sent to TAC.)

CLI commands executed:

show diag all eeprom detail | include MAC show license all show platform show platform hardware qfp active infrastructure chipset 0 capabilities show platform software vnic-if interface-mapping show version

Syslog

—

—

—

Event logged to syslog.

CLI commands executed:

show logging

Message Contents

The following tables display the content formats of alert group messages:

  • The Format for a Short Text Message table describes the content fields of a short text message.
  • The Common Fields for All Long Text and XML Messages table describes the content fields that are common to all long text and XML messages. The fields specific to a particular alert group message are inserted at a point between the common fields. The insertion point is identified in the table.
  • The Inserted Fields for a Reactive or Proactive Event Message table describes the inserted content fields for reactive messages (system failures that require a TAC case) and proactive messages (issues that might result in degraded system performance).
  • The Inserted Fields for an Inventory Event Message table describes the inserted content fields for an inventory message.

This section also includes the following subsections that provide sample messages:

Table 3. Format for a Short Text Message

Data Item

Description

Device identification

Configured device name

Date/time stamp

Time stamp of the triggering event

Error isolation message

Plain English description of triggering event

Alarm urgency level

Error level such as that applied to a system message

Table 4. Common Fields for All Long Text and XML Messages

Data Item (Plain Text and XML)

Description (Plain Text and XML)

MML Tag (XML Only)

Time stamp

Date and time stamp of event in ISO time notation:

YYYY-MM-DD HH:MM:SS GMT+HH:MM .

CallHome/EventTime

Message name

Name of message. Specific event names are listed in the Alert Group Trigger Events and Commands section.

For short text message only

Message type

Specifically “Call Home”.

CallHome/Event/Type

Message subtype

Specific type of message: full, delta, test

CallHome/Event/SubType

Message group

Specifically “reactive”. Optional, because default is “reactive”.

Not applicable. For long-text message only

Severity level

Severity level of message.

Body/Block/Severity

Source ID

Product type for routing through the workflow engine. This is typically the product family name.

For long-text message only

Device ID

Unique device identifier (UDI) for end device generating message. This field should be empty if the message is nonspecific to a fabric switch. The format is type@ Sid@ seria l.

  • type is the product model number from backplane IDPROM.

  • @ is a separator character.

  • Sid is C, identifying the serial ID as a chassis serial number.

  • serial is the number identified by the Sid field.

Example: ASR1006@C@FOX105101DH

CallHome/CustomerData/ ContractData/DeviceId

Customer ID

Optional user-configurable field used for contract information or other ID by any support service.

CallHome/CustomerData/ ContractData/CustomerId

Contract ID

Optional user-configurable field used for contract information or other ID by any support service.

CallHome/CustomerData/ ContractData/ContractId

Site ID

Optional user-configurable field used for site IDs supplied by Cisco Systems or other data meaningful to alternate support services.

CallHome/CustomerData/ ContractData/SiteId

Server ID

If the message is generated from the fabric switch, this is the unique device identifier (UDI) of the switch.

The format is type@ Sid@ seria l.

  • type is the product model number from backplane IDPROM.

  • @ is a separator character.

  • Sid is C, identifying the serial ID as a chassis serial number.

  • serial is the number identified by the Sid field.

Example: ASR1006@C@FOX105101DH

For long text message only

Message description

Short text describing the error.

CallHome/MessageDescription

Device name

Node that experienced the event. This is the host name of the device.

CallHome/CustomerData/ SystemInfo/NameName

Contact name

Name of person to contact for issues associated with the node experiencing the event.

CallHome/CustomerData/ SystemInfo/Contact

Contact e-mail

E-mail address of person identified as contact for this unit.

CallHome/CustomerData/ SystemInfo/ContactEmail

Contact phone number

Phone number of the person identified as the contact for this unit.

CallHome/CustomerData/ SystemInfo/ContactPhoneNumber

Street address

Optional field containing street address for RMA part shipments associated with this unit.

CallHome/CustomerData/ SystemInfo/StreetAddress

Model name

Model name of the router. This is the “specific model as part of a product family name.

CallHome/Device/Cisco_Chassis/ Model

Serial number

Chassis serial number of the unit.

CallHome/Device/Cisco_Chassis/ SerialNumber

Chassis part number

Top assembly number of the chassis.

CallHome/Device/Cisco_Chassis/ AdditionalInformation/AD@name= “PartNumber”

System object ID

System Object ID that uniquely identifies the system.

CallHome/Device/Cisco_Chassis/ AdditionalInformation/AD@name= “sysObjectID”

System description

System description for the managed element.

CallHome/Device/Cisco_Chassis/ AdditionalInformation/AD@name= “sysDescr”

Fields specific to a particular alert group message are inserted here.

The following fields may be repeated if multiple CLI commands are executed for this alert group.

Command output name

The exact name of the issued CLI command.

/aml/Attachments/Attachment/Name

Attachment type

Attachment type. Usually “inline”.

/aml/Attachments/Attachment@type

MIME type

Normally “text” or “plain” or encoding type.

/aml/Attachments/Attachment/ Data@encoding

Command output text

Output of command automatically executed.

/mml/attachments/attachment/atdata

Table 5. Inserted Fields for a Reactive or Proactive Event Message

Data Item (Plain Text and XML)

Description (Plain Text and XML)

MML Tag (XML Only)

Chassis hardware version

Hardware version of chassis.

CallHome/Device/Cisco_Chassis/ HardwareVersion

Supervisor module software version

Top-level software version.

CallHome/Device/Cisco_Chassis/ AdditionalInformation/AD@name= “SoftwareVersion”

Affected FRU name

Name of the affected FRU generating the event message.

CallHome/Device/Cisco_Chassis/ Cisco_Card/Model

Affected FRU serial number

Serial number of affected FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/SerialNumber

Affected FRU part number

Part number of affected FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/PartNumber

FRU slot

Slot number of FRU generating the event message.

CallHome/Device/Cisco_Chassis/ Cisco_Card/LocationWithinContainer

FRU hardware version

Hardware version of affected FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/HardwareVersion

FRU software version

Software version(s) running on affected FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/SoftwareIdentity/ VersionString

Table 6. Inserted Fields for an Inventory Event Message

Data Item (Plain Text and XML)

Description (Plain Text and XML)

MML Tag (XML Only)

Chassis hardware version

Hardware version of chassis.

CallHome/Device/Cisco_Chassis/ HardwareVersion

Supervisor module software version

Top-level software version.

CallHome/Device/Cisco_Chassis/ AdditionalInformation/AD@name= “SoftwareVersion”

FRU name

Name of the affected FRU generating the event message.

CallHome/Device/Cisco_Chassis/ Cisco_Card/Model

FRU s/n

Serial number of FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/SerialNumber

FRU part number

Part number of FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/PartNumber

FRU slot

Slot number of FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/LocationWithinContainer

FRU hardware version

Hardware version of FRU.

CallHome/Device/Cisco_Chassis/ CiscoCard/HardwareVersion

FRU software version

Software version(s) running on FRU.

CallHome/Device/Cisco_Chassis/ Cisco_Card/SoftwareIdentity/ VersionString

Sample Syslog Alert Notification in XML Format

The following example shows a sample syslog alert notification in XML format: 


<?xml version="1.0" encoding="UTF-8"?>
<soap-env:Envelope xmlns:soap-env="http://www.w3.org/2003/05/soap-envelope">
<soap-env:Header>
<aml-session:Session xmlns:aml-session="http://www.cisco.com/2004/01/aml-session"
soap-env:mustUnderstand="true"
soap-env:role="http://www.w3.org/2003/05/soap-envelope/role/next">
<aml-session:To>http://tools.cisco.com/neddce/services/DDCEService</aml-session:To>
<aml-session:Path>
<aml-session:Via>http://www.cisco.com/appliance/uri</aml-session:Via>
</aml-session:Path>
<aml-session:From>http://www.cisco.com/appliance/uri</aml-session:From>
<aml-session:MessageId>M8:9S1NMSF22DW:51AEAC68</aml-session:MessageId>
</aml-session:Session>
</soap-env:Header>
<soap-env:Body>
<aml-block:Block xmlns:aml-block="http://www.cisco.com/2004/01/aml-block">
<aml-block:Header>
<aml-block:Type>http://www.cisco.com/2005/05/callhome/syslog</aml-block:Type>
<aml-block:CreationDate>2013-06-05 03:11:36 GMT+00:00</aml-block:CreationDate>
<aml-block:Builder>
<aml-block:Name>CSR1000v</aml-block:Name>
<aml-block:Version>2.0</aml-block:Version>
</aml-block:Builder>
<aml-block:BlockGroup>
<aml-block:GroupId>G9:9S1NMSF22DW:51AEAC68</aml-block:GroupId>
<aml-block:Number>0</aml-block:Number>
<aml-block:IsLast>true</aml-block:IsLast>
<aml-block:IsPrimary>true</aml-block:IsPrimary>
<aml-block:WaitForPrimary>false</aml-block:WaitForPrimary>
</aml-block:BlockGroup>
<aml-block:Severity>2</aml-block:Severity>
</aml-block:Header>
<aml-block:Content>
<ch:CallHome xmlns:ch="http://www.cisco.com/2005/05/callhome" version="1.0">
<ch:EventTime>2013-06-05 03:11:36 GMT+00:00</ch:EventTime> <ch:MessageDescription>*Jun 5
03:11:36.041: %CLEAR-5-COUNTERS: Clear counter on all interfaces by
console</ch:MessageDescription> <ch:Event> <ch:Type>syslog</ch:Type>
<ch:SubType></ch:SubType> <ch:Brand>Cisco Systems</ch:Brand> <ch:Series>CSR1000v Cloud
Services Router</ch:Series> </ch:Event> <ch:CustomerData> <ch:UserData>
<ch:Email>weijuhua@cisco.com</ch:Email>
</ch:UserData>
<ch:ContractData>
<ch:CustomerId></ch:CustomerId>
<ch:SiteId></ch:SiteId>
<ch:ContractId></ch:ContractId>
<ch:DeviceId>CSR1000V@C@9S1NMSF22DW</ch:DeviceId>
</ch:ContractData>
<ch:SystemInfo>
<ch:Name>qiang-vm</ch:Name>
<ch:Contact></ch:Contact>
<ch:ContactEmail>weijuhua@cisco.com</ch:ContactEmail>
<ch:ContactPhoneNumber></ch:ContactPhoneNumber>
<ch:StreetAddress></ch:StreetAddress>
</ch:SystemInfo>
<ch:CCOID></ch:CCOID>
<ch:IdToken></ch:IdToken>
</ch:CustomerData>
<ch:Device>
<rme:Chassis xmlns:rme="http://www.cisco.com/rme/4.0">
<rme:Model>CSR1000V</rme:Model>
<rme:HardwareVersion></rme:HardwareVersion>
<rme:SerialNumber>9S1NMSF22DW</rme:SerialNumber>
<rme:AdditionalInformation>
<rme:AD name="PartNumber" value="" />
<rme:AD name="SoftwareVersion" value="15.4(20130604:093915)" /> <rme:AD
name="SystemObjectId" value="1.3.6.1.4.1.9.1.1537" /> <rme:AD name="SystemDescription"
value="Cisco IOS Software, CSR1000V Software (X86_64_LINUX_IOSD-ADVENTERPRISEK9-M),
Experimental Version 15.4(20130604:093915) [mcp_dev-qiazhou-ultra_ut 100] Copyright (c)
1986-2013 by Cisco Systems, Inc.
Compiled Tue 04-Jun-13 02:39 by jsmith" /> <rme:AD name="ServiceNumber" value="" />
<rme:AD name="ForwardAddress" value="" /> </rme:AdditionalInformation> </rme:Chassis>
</ch:Device> </ch:CallHome> </aml-block:Content> <aml-block:Attachments>
<aml-block:Attachment type="inline"> <aml-block:Name>show logging</aml-block:Name>
<aml-block:Data encoding="plain"> <![CDATA[show logging Syslog logging: enabled (0
messages dropped, 1 messages rate-limited, 0 flushes, 0 overruns, xml disabled, filtering
disabled)
No Active Message Discriminator.
No Inactive Message Discriminator.
Console logging: level debugging, 391 messages logged, xml disabled,
filtering disabled
Monitor logging: level debugging, 0 messages logged, xml disabled,
filtering disabled
Buffer logging: level debugging, 391 messages logged, xml disabled,
filtering disabled
Exception Logging: size (4096 bytes)
Count and timestamp logging messages: disabled
Persistent logging: disabled
No active filter modules.
Trap logging: level informational, 56 message lines logged
Logging Source-Interface: VRF Name:
Log Buffer (4096 bytes):
*Jun 5 03:11:18.295: %SYS-5-CONFIG_I: Configured from console by console
qiang-vm#]]></aml-block:Data> </aml-block:Attachment> </aml-block:Attachments>
</aml-block:Block> </soap-env:Body> </soap-env:Envelope>

Additional References

The following sections provide references related to the Call Home feature.

Related Documents

Related Topic

Title

Cisco IOS XE commands

Cisco IOS Master Commands List, All Releases

Explains how the Smart Call Home service offers web-based access to important information on select Cisco devices and offers higher network availability, and increased operational efficiency by providing

real-time alerts.

Smart Call Home User Guide

Smart Call Home site page on Cisco.com for access to all related product information.

Cisco Smart Call Home site

Public Key Infrastructure (PKI) and Certificate Authority configuration in Cisco IOS XE software

Cisco IOS XE Security Configuration Guide: Secure Connectivity

Standards

Standard

Title

No new or modified standards are supported by this feature, and support for existing standards has not been modified by this feature.

—

MIBs

MIB

MIBs Link

CISCO-CALLHOME-MIB

To locate and download MIBs for selected platforms, Cisco IOS XE software releases, and feature sets, use Cisco MIB Locator found at the following URL:

http://www.cisco.com/go/mibs

RFCs

RFC

Title

No new or modified RFCs are supported by this feature, and support for existing RFCs has not been modified by this feature.

—

Technical Assistance

Description

Link

The Cisco Support website provides extensive online resources, including documentation and tools for troubleshooting and resolving technical issues with Cisco products and technologies.

To receive security and technical information about your products, you can subscribe to various services, such as the Product Alert Tool (accessed from Field Notices), the Cisco Technical Services Newsletter, and Really Simple Syndication (RSS) Feeds.

Access to most tools on the Cisco Support website requires a Cisco.com user ID and password.

http://www.cisco.com/cisco/web/support/index.html

Feature Information for Call Home

Use Cisco Feature Navigator to find information about platform support and software image support. Cisco Feature Navigator enables you to determine which Cisco IOS XE software images support a specific software release, feature set, or platform. To access Cisco Feature Navigator, go to http://www.cisco.com/go/cfn . An account on Cisco.com is not required.


Note
The Feature Information table below lists only the Cisco IOS XE software release that introduced support for a given feature in a given Cisco IOS XE software release train. Unless noted otherwise, subsequent releases of that Cisco IOS XE software release train also support that feature.
Table 7. Feature Information for Call Home

Feature Name

Releases

Feature Information

Call Home

Cisco IOS XE Release 3.13S

The Call Home feature provides e-mail-based and web-based notification of critical system events. A versatile range of message formats are available for optimal compatibility with pager services, standard e-mail, or XML-based automated parsing applications.

The following commands were introduced or modified:

show diagnostic commands