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Realize Faster Resolutions with Smart Call Home
Bryan Williams, Technical Marketing Engineer
Cisco Services
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Diagnostic Failure
Welcome to your Monday
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Diagnostic Failure
Incident Management
What does thi...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Cisco Smart Call Home
5
TAC
Support
Case
Customer
Sm...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Smart Call Home
Call Home detects and reports a diag...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
The Smart Call Home Difference
Automatic SRs for cri...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
The Smart Call Home Difference
Detecting a problem b...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
The Smart Call Home Difference
Information based on ...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
The Smart Call Home Difference
Information based on ...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
The Smart Call Home Difference
Significant Time Savi...
ARCHITECTURE
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Database
Embedded Event Manager
Cisco
Data
Center
En...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Smart Call Home Triggers
NX-OS/UCS Devices
Call Home...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Smart Call Home Architecture
UCSM Devices
DCOS
SNMP ...
OPERATIONS
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Configure Devices
Register Devices
Steps to Enable S...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Supported Devices
DC Access DC WAN
Edge
DC
Agg/Core
...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Configure Devices
Register Devices
Workflow Steps
Id...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Transport Options
Smart Call
Home
Customer
Device
•H...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Configure Devices
Register Devices
Workflow Steps
Id...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Configure Devices
Register Devices
Workflow Steps
Id...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Registration
Dear Smart Call Home User,
We have rece...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Pending Registration on the Portal
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Registration
Dear Smart Call Home User,
Your device ...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Registration – Trial
Dear Smart Call Home User,
Your...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Registered Devices on the Portal
Future Perspective
Casey Holdway, Product Manager
Cisco Services
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Solving Different Problems
• Software Licensing
• En...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Example of a One-to-Many Insight
 Very common quest...
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Smart Call Home Community Shortcut
http://bit.ly/com...
Realize Faster Resolutions with Cisco Smart Call Home
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Realize Faster Resolutions with Cisco Smart Call Home

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Cisco Smart Call Home identifies problems on your devices before they can affect business operations and securely communicates vital device information to a Cisco data center, where it is analyzed against manufacturing and technical support information to porvide faster resolutions.

In this presentation, Bryan Williams -Technical Marketing Engineer for Cisco Services- highlights the benefits provided by Smart Call Home.

Published in: Technology, Education
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Realize Faster Resolutions with Cisco Smart Call Home

  1. 1. Realize Faster Resolutions with Smart Call Home Bryan Williams, Technical Marketing Engineer Cisco Services
  2. 2. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Diagnostic Failure Welcome to your Monday
  3. 3. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Diagnostic Failure Incident Management What does this fault really mean? Is this a known error? Is there a PSIRT about this issue? Did I miss a field notice on this issue? Send me the log files Where’s the show tech? Can I get the configs? Cisco TAC
  4. 4. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Cisco Smart Call Home 5 TAC Support Case Customer Smart Call Home • Diagnostics and Parsing Engine • Remediation Recommendation Engine • Device Diagnostic Library • Web Portal •Diagnostics •Syslogs •Configs •Inventory •Analysis and Recommendations •Flexible Notifications •Field Notices •PSIRTS •90 Days History •Support Cases w/ Analysis and Recommendations •Log Files •Show Command Output
  5. 5. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Smart Call Home Call Home detects and reports a diagnostic failure Call Home: WS-C6509-E reported diagnostics failure(s)
  6. 6. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public The Smart Call Home Difference Automatic SRs for critical events TAC Engineer contacts customer regarding a service request automatically generated by Smart Call Home TAC Engineer already has debug output, automatically attached to the case by Smart Call Home
  7. 7. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public The Smart Call Home Difference Detecting a problem before it impacts operations Customer responds that he didn’t notice the problem until he received the email
  8. 8. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public The Smart Call Home Difference Information based on Cisco intellectual capital Description of the diagnostic test Impact of failure Recommended actions
  9. 9. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public The Smart Call Home Difference Information based on Cisco intellectual capital Configurations Inventory Details Advisories
  10. 10. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public The Smart Call Home Difference Significant Time Savings • P3 Service Request opened • Cisco RP team checks IP Multicast configuration • Problem narrowed to specific Cat 6500 ports • Re-queued to LAN SW team • Look into various known issues and bugs on WS- X6548-GE-TX. • Find nothing. Request logs from customer • Logs received and analyzed • Identify online diagnostics failure for test TestL3VlanMet • RMA created • Replacement part received (4 hour replacement coverage) Before 45 min 3.75 hrs 12 hrs 25 hours 29 hours Minor hardware failure— undetected Customer’s ops team discovers IP multicast configuration problem • P3 SR opened due to GOLD failure. Diag. info attached • Cisco LAN SW team takes ownership • Informs customer of problem and confirms hardware fault • RMA created and part dispatched. • Replacement part received (4 –hour replacement coverage) After 12 min 42 min 1.2 hrs 5.5 hours Minor hardware failure— detected and Service Request automatically generated
  11. 11. ARCHITECTURE
  12. 12. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Database Embedded Event Manager Cisco Data Center Environmental Event Detector Call Home - IOS Inventory & Config Event Detector Environmental Alarms Inventory Configuration Syslog Event Detector GOLD Health Monitoring On-demand Boot Up GOLD Event Detector Smart Call Home Web Application Alert Groups and Profiles Show Command Collection CLI Syslog Messages Raise TAC Case Notify Partner Notify Customer Smart Call Home Triggers – IOS Devices Feature Trial License Expiry IPS License Expiry Services Diagnostics
  13. 13. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Smart Call Home Triggers NX-OS/UCS Devices Call Home - IOS Alert Groups and Profiles Show Command Collection CLI Database Cisco Data Center Smart Call Home Web Application Raise TAC Case Notify Partner Notify Customer Environmental Alarms Configuration and Inventory GOLD Health Monitoring On-demand Boot Up Syslog Messages (0-2) Port Manager License Manager
  14. 14. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Smart Call Home Architecture UCSM Devices DCOS SNMP SYSLOG Call Home Database Cisco Data Center Smart Call Home Web Application Raise TAC Case Notify Partner Notify Customer UCS CLI U C S M AG blade AGn Polling/ Notification XML APICIM Object Translation AG FI AG chassis AG dcos DME
  15. 15. OPERATIONS
  16. 16. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Configure Devices Register Devices Steps to Enable Smart Call Home Identify Devices Select Transport Option Steps to Enable Smart Call Home
  17. 17. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Supported Devices DC Access DC WAN Edge DC Agg/Core Storage Compute Network Services Nexus 5000 Nexus 7000 UCS C-SeriesMDS 9500 Director ASA 5500 UBR 10000 ASR 1000, 5000, and 9000 Series Router Carrier Routing System Routers UCS 6100 Series Fabric Interconnect Nexus 3000 Nexus 4000 Metro Ethernet 3400, 3750, 4924, 6500 Catalyst Switches: 2960, 3560, 3750, 4500, 4900, 6509 ISR 800, 1800, 2800, 3800 Series Routers UCS 6248 and 6296 Fabric Interconnect Cisco Unified Communications Manager XR 12000 Series Router ISR G2 1900, 2900, 3900 Series Routers Cisco 7200 Cisco 7301 Cisco 7600 Complete list of supported products at http://www.cisco.com/web/services/portfolio/product-technical-support/smart-call-supported-products.html MDS 9100 Fabric Switch Nexus 2000 Nexus 6000
  18. 18. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Configure Devices Register Devices Workflow Steps Identify Devices Select Transport Option Steps to Enable Smart Call Home
  19. 19. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Transport Options Smart Call Home Customer Device •HTTP(S) Direct •HTTP(S) via Transport Gateway •Email via Transport Gateway
  20. 20. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Configure Devices Register Devices Workflow Steps Identify Devices Select Transport Option Steps to Enable Smart Call Home
  21. 21. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Configure Devices Register Devices Workflow Steps Identify Devices Select Transport Option Steps to Enable Smart Call Home
  22. 22. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Registration Dear Smart Call Home User, We have received a INVENTORY Call Home message from device Serial Number SSI143507K2. To ensure that Call Home messages sent by this device will be processed, please confirm the device registration within 3 months via the Smart Call Home application available at https://tools.cisco.com/sch/pendingDevices.do?step=2&securityToken=1c4dbf76-dc44-44a7-b1b1- 996ff3ecbd6c To complete the device registration, please use the following security token: 1c4dbf76-dc44-44a7-b1b1-996ff3ecbd6c Regards, Cisco For corporate legal information please click here: http://www.cisco.com/web/about/doing_business/legal/cri/index.html Registration Confirmation for first device on contract
  23. 23. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Pending Registration on the Portal
  24. 24. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Registration Dear Smart Call Home User, Your device with host name asa-5520-1 and Serial Number JMXXXXXXS has been successfully registered for CISCO SYSTEMS, INC. in Smart Call Home. The device has been registered with the following information: - Contract: 123456789 - SR contact person: sntcdemo1 Please verify your registration details in the Smart Call Home web application https://tools.cisco.com/sch/. In case there is any issue with your registration, please contact Smart Call Home support via https://tools.cisco.com/sch/reports/feedBack.do. To view reports for your device, please access the Smart Call Home application via the following link: https://tools.cisco.com/sch/. Cisco® Smart Call Home is an award-winning, embedded support feature available on a broad range of Cisco products. Smart Call Home- enabled devices continuously perform proactive diagnostics on their own components to provide real-time alerts and remediation advice when an issue is detected. The benefits include less time troubleshooting, speedier resolution to network issues, and higher network availability. For more information please visit the Smart Call Home website http://www.cisco.com/go/smartcall/. Thank you. Regards, Cisco Confirmation
  25. 25. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Registration – Trial Dear Smart Call Home User, Your device with host name 08.05-7600-1 and Serial Number FOX123456AB12 has been registered for Smart Call Home. Please confirm your registration in the Smart Call Home portal https://tools.cisco.com/sch. In case there is any issue with your registration, please contact Smart Call Home support via https://tools.cisco.com/sch/reports/feedBack.do However, according to our records, the device with host name 08.05-7600-1 and Serial Number FOX123456AB12 is currently not under contract. Device is not collected in IB. However, to assist you while you resolve entitlement for this device, we have registered your device for a period of 120 days, during which time you can use the full functionality of the Smart Call Home EXCEPT automatic creation of service requests (SR). Without a valid contract, only dummy SR creation is permitted for testing purposes. These SRs will not be routed to a Cisco engineer. Please resolve entitlement problem within the 120 day window to unlock the full feature set of Smart Call Home. Once the 120 day period ends, this device will automatically be de-registered and cannot register again without an active contract. Customers, please contact your prartner/reseller or Service Sales Manager to cover this device by adding it to an existing or new service contract. Partners/Resellers, please use the Service Contract Center Center http://apps.cisco.com/CustAdv/ServiceSales/smcam/requestStatusDispatch.do?methodName=onDashboardAction to purchase a contract to cover this device, or use the Service Support Center http://ciscopsc.custhelp.com/cgi-bin/ciscopsc.cfg/php/enduser/cisco.php and submit a case to add the serial number to a service contract that already covers this device. Please be sure to add the contract to your Cisco.com profile using the Central Profile Repository (CPR) Profile Update tool http://tools.cisco.com/RPF/profile/profile_management.do. Cisco Smart Call Home is an award-winning, embedded support feature available on a broad range of Cisco products. Smart Call Home-enabled devices continuously perform proactive diagnostics on their own components to provide real-time alerts and remediation advice when an issue is detected. The benefits include less time troubleshooting, speedier resolution to network issues, and higher network availability. For more information please visit the Smart Call Home website http://www.cisco.com/go/smartcall/. Thank you. Regards, Cisco
  26. 26. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Registered Devices on the Portal
  27. 27. Future Perspective Casey Holdway, Product Manager Cisco Services
  28. 28. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Solving Different Problems • Software Licensing • Entitlement validation • Compliance automation One-to-Many Insights: • Crash-to-bug correlation • Config validation • What IOS version should I run?
  29. 29. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Example of a One-to-Many Insight  Very common question Customers ask Cisco:  What version of code should I be running? What do you recommend? Your Device ASA-5540 Running Version: 8.4(1) 52% of customers run 8.2(5) 17% of customers run 8.4(3) 61% of customers run 8.4(3) 26% of customers run 8.4(2) 13% of customers run 8.4(1) Same Platform Same Features Quality Recommend Release 8.4(3)
  30. 30. © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public Smart Call Home Community Shortcut http://bit.ly/community-sch Smart Call Home Support Community https://supportforums.cisco.com/community/4816/smart-call-home Questions? Post them on the Smart Call Home Support Community or email us at ask-smart-services@cisco.com Resources

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