Table Of Contents

Preface

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Contacting TAC by Using the Cisco TAC Website

Contacting TAC by Telephone

Preface

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This preface describes the purpose, audience, organization, and conventions of this guide, and provides information on how to obtain related documentation.

The preface covers these topics:

•Purpose

•Audience

•Organization

•Related Documentation

•Conventions

•Obtaining Documentation

•Obtaining Technical Assistance

Purpose

The Cisco CallManager Serviceability Administration Guide provides two functions: instructions for administering the Cisco CallManager Serviceability program and information required to support remote access. This guide includes descriptions of procedural tasks you complete using Cisco CallManager Serviceability. This guide also provides information to implement remote serviceability on the voice over IP (VoIP) network. Because of the complexity of an IP telephony network, this guide does not provide all of the detailed information for required procedures performed on Cisco CallManager or network devices.

Use this book with the Cisco CallManager System Guide and the Cisco CallManager Administration Guide. Both provide instructions for administering the Cisco CallManager program and include descriptions of procedural tasks you complete using Cisco CallManager Administration.

Audience

The Cisco CallManager Serviceability Administration Guide is written for network administrators responsible for managing and supporting the Cisco CallManager system. Network engineers, system administrators, or telecom engineers use this guide to learn about, and administer, remote serviceability features. This guide requires knowledge of telephony and IP networking technology.

Organization

The following table shows how this guide is organized:

Chapter	Description
Chapter 1, "Overview"	Provides an overview of the Cisco CallManager Serviceability program and remote serviceability.
Chapter 2, "Alarms"	Provides an overview and the procedures for configuring alarms and alarm definitions.
Chapter 3, "Trace"	Provides an overview and the procedures for configuring trace parameters, trace collection, and trace analysis.
Chapter 4, "Control Center"	Provides procedures for starting and stopping Cisco CallManager services.
"Admin Serviceability Tool"	Provides an overview and the procedures for configuring performance and device monitoring and alert notification.
Chapter 6, "Cisco Secure Telnet"	Provides architecture and operation of the Cisco Secure Telnet system, including network topologies and configurations.
Chapter 7, "The Show Command Line Interface"	Provides information on how to use the Cisco Show command line interface.
Chapter 8, "Monitor Performance Counters"	Provides information on Microsoft Windows 2000 Performance monitoring program used to monitor Cisco CallManager performance on local or remote installations.
Chapter 9, "Message Translator"	Provides information to translate ISDN messages to IOS-compatible format.
Chapter 10, "Manage With CiscoWorks2000"	Provides overview of CiscoWorks2000 when used with Cisco CallManager to manage some of the remote serviceability features.
"The Path Analysis Interface"	Provides procedures for setting up trace using CiscoWorks2000 Campus Manager.
Chapter 12, "System Log Management"	Provides procedures for using system log management system to diagnose and troubleshoot problems.
Chapter 13, "SNMP Instrumentation"	Provides information and procedures for using SNMP and the CiscoWorks2000 interface to troubleshoot and to perform diagnostics and network management tasks.
Chapter 14, "Cisco Discovery Protocol Support"	Provides overview of Cisco Discovery Protocol used to support Cisco CallManager installations.
Appendix A, "Cisco CallManager Perfmon Counters, AST, and CCM_SNMP_MIB"	Provides tables with related information about Cisco CallManager perfmon counters, the Admin Serviceability Tool, and CCM_SNMP_MIB.

Related Documentation

Refer to the following documents for further information about related Cisco IP telephony applications and products:

•Installing Cisco CallManager Release 3.1

•Release Notes for Cisco CallManager Release 3.1

•Cisco CallManager Administration Guide

•Cisco CallManager System Guide

•Hardware Configuration Guide for the Cisco Voice Gateway 200

•Software Configuration Guide for the Cisco Voice Gateway 200

•Cisco IP Phone 7900 Family Administration Guide

•Cisco IP Telephony Troubleshooting Guide for Cisco CallManager

•Cisco IP Telephony Network Design Guide

Conventions

This document uses the following conventions:

Convention	Description
boldface font	Commands and keywords are in boldface.
italic font	Arguments for which you supply values are in italics.
[   ]	Elements in square brackets are optional.
{ x | y | z }	Alternative keywords are grouped in braces and separated by vertical bars.
[ x | y | z ]	Optional alternative keywords are grouped in brackets and separated by vertical bars.
string	A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.
screen font	Terminal sessions and information the system displays are in screen font.
boldface screen font	Information you must enter is in boldface screen font.
italic screen font	Arguments for which you supply values are in italic screen font.
	This pointer highlights an important line of text in an example.
^	The symbol ^ represents the key labeled Control—for example, the key combination ^D in a screen display means hold down the Control key while you press the D key.
<   >	Nonprinting characters, such as passwords, are in angle brackets.

Notes use the following conventions:

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Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication.

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Timesavers use the following conventions:

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Timesaver Means the described action saves time. You can save time by performing the action described in the paragraph.

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Tips use the following conventions:

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Tips Means the information contains useful tips.

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Cautions use the following conventions:

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Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

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Warnings use the following conventions:

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Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.

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Obtaining Documentation

The following sections provide sources for obtaining documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following sites:

•http://www.cisco.com

•http://www-china.cisco.com

•http://www-europe.cisco.com

Documentation CD-ROM

Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

•Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace:

http://www.cisco.com/public/ordsum.html

•Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

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

•Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

To access Cisco.com, go to the following website:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

Contacting TAC by Using the Cisco TAC Website

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website:

http://www.cisco.com/tac

P3 and P4 level problems are defined as follows:

•P3—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

•P4—You need information or assistance on Cisco product capabilities, product installation, or basic product configuration.

In each of the above cases, use the Cisco TAC website to quickly find answers to your questions.

To register for Cisco.com, go to the following website:

http://www.cisco.com/register/

If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website:

http://www.cisco.com/tac/caseopen

Contacting TAC by Telephone

If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

P1 and P2 level problems are defined as follows:

•P1—Your production network is down, causing a critical impact to business operations if service is not restored quickly. No workaround is available.

•P2—Your production network is severely degraded, affecting significant aspects of your business operations. No workaround is available.