The document provides an overview of the Cisco Technical Assistance Center (TAC) website. Some key points: - The TAC website provides fast access to technical resources from Cisco's largest support team, with over 1500 engineers, available online 24/7. - Metrics show over 126,000 unique monthly visitors and over 12 million page views per month on the TAC site. - The site allows users to open support cases, check case status, search documentation and technical tips, download software, and access various tools like the Bug Toolkit and Software Advisor.

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

2. © 2001, Cisco Systems, Inc. All rights reserved. 2
2
2
Presentation_ID
Agenda
• Introduction to the
Cisco TAC Web Site
• Case management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion

3. © 2001, Cisco Systems, Inc. All rights reserved. 3
3
3
Presentation_ID
Cisco Technical Assistance Center (TAC)
Industry’s Largest, Most Sophisticated
Networking Support Team
• Fast access to the
technical resources
created by Cisco
TAC engineers
• Online at
www.cisco.com/tac
• Online technical
services available
24x7
• Multiple awards for
best and most
comprehensive
support Web site
• “Follow the sun model”:
Australia, San Jose, RTP,
Belgium
• World’s top
engineers, 15 years of
troubleshooting
experience
• 1500+ Cisco TAC
engineers
(500+ CCIEs) 3000+
development engineers
• 4.5+ customer
satisfaction rating 1 to 5

4. © 2001, Cisco Systems, Inc. All rights reserved. 4
4
4
Presentation_ID
Cisco.com/tac Metrics
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000 Jun-99
Aug-99
Oct-99
Dec-99
Feb-00
Apr-00
Jun-00
Aug-00
Oct-00
Dec-00
Feb-01
Apr-01
Jun-01
Aug-01
Oct-01
Dec-01
Unique
Monthly
Registered
Visitors
0
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
12,000,000
Monthly
/TAC
Page
Presentations
• 126,000 Unique Monthly Registered Visitors
• 12,600,000 Monthly Page Presentations

5. © 2001, Cisco Systems, Inc. All rights reserved. 5
5
5
Presentation_ID
From TAC Web Walker Info Open Ended questions …
TAC Web - Customer Quotes
“The service itself as of now is already excellent as
compared to Lucent, Nortel, 3com or others.”
“I have never had to open a TAC case, due to the help
provided on the TAC web site.”
“I have yet to open a TAC (case). All "issues" I have
investigated have been resolved via the web site…”
“The TAC info. is world class. I was just commenting
to my SE about how other vendors pale in
comparison.”

6. © 2001, Cisco Systems, Inc. All rights reserved. 6
6
6
Presentation_ID
TAC Web CARE Cases Resolved
(Session-based Projection – January 2002)
• 460,875 Daily TAC web sessions per month
Of these…
• 86% of all issues Completely, Mostly or Somewhat
Resolved.
Of these…
• 65% would have opened a TAC case if the TAC
web was not available
Of these…
• 7% opened a TAC case within 24 hours of visiting
the TAC web site
TAC Web Walker Monthly Survey – Jan. ‘02

7. © 2001, Cisco Systems, Inc. All rights reserved. 7
7
7
Presentation_ID
TAC Web Site - www.cisco.com/tac

8. © 2001, Cisco Systems, Inc. All rights reserved. 8
8
8
Presentation_ID
User Registration
Register for
a CCO
User ID
and
password

9. © 2001, Cisco Systems, Inc. All rights reserved. 9
9
9
Presentation_ID
Agenda
• Introduction to the TAC
Web Site
• Case management
• Navigation
• Common tasks
• TAC Web tools
• Other TAC web
resources
• Conclusion

10. © 2001, Cisco Systems, Inc. All rights reserved. 10
10
10
Presentation_ID
• Use the online Case Open
Tool to open P3/P4 cases
Faster routing than
same-priority cases
opened by phone
Auto-suggest feature
recommends a solution
for your issue
• Report a security incident
• Contact the Cisco TAC
• Check RMA status
• Use the Warranty Support
tool
• Cisco Live!
Contact TAC / Check Status

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

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

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

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

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

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

17. © 2001, Cisco Systems, Inc. All rights reserved. 17
17
17
Presentation_ID
Top Issues
• The site answers
the most commonly
reported customer
issues
• Resources listed
here resolve up to
40 to 60 percent of
all cases opened
• Checking here first
may save you time

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

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

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

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

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

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

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

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

26. © 2001, Cisco Systems, Inc. All rights reserved. 26
26
26
Presentation_ID
IP Telephony Solutions Guide
Web-based technical reference manual
• Provides comprehensive
information on planning, designing,
implementing, and operating (PDIO)
a Cisco solution
• Includes architecture overviews,
performance test results, migration
and implementation planning, and
network management information
• Available to all Cisco customers
under “Networking Solutions” link
on www.cisco.com/tac

27. © 2001, Cisco Systems, Inc. All rights reserved. 27
27
27
Presentation_ID
IP Telephony Readiness Assessment
Web-based interactive application:
• Leads customers through key
concepts for planning/designing
IP telephony solutions
• Provides insights into potential
services beneficial to customers
• Available to cisco.com registered
customers

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

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

30. © 2001, Cisco Systems, Inc. All rights reserved. 30
30
30
Presentation_ID
Technical Tips
Select a sub-category
• Dial peers and
call legs
• VoIP over Frame
Relay
• VoIP over PPP
leased lines
• VoIP
Troubleshooting
• VoIP General
topics
… and many more

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

48. © 2001, Cisco Systems, Inc. All rights reserved. 48
48
48
Presentation_ID
Bug Toolkit
Use to research an
upgrade or to
troubleshoot
•Enter known bug
ID
•Search for IOS-
related bugs
•Search for bugs
in other Cisco
software or
hardware

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

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

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

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

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

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

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

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

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

58. © 2001, Cisco Systems, Inc. All rights reserved. 58
58
58
Presentation_ID
Software Advisor
• Determines
compatibility and
feature information for
Cisco IOS ® and
Catalyst ® Operating
System software
• Combination of tools:
- Hardware/
Software
Compatibility
Matrix
- Feature Navigator
- Compatibility
Advisor

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

60. © 2001, Cisco Systems, Inc. All rights reserved. 60
60
60
Presentation_ID
Software Advisor – Search by Features
Provides:
• Cisco IOS Release
• Required memory for
download
• Comprehensive list of
features for that release
All features for IOS release 12.2(3)

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

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

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

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

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

66. © 2001, Cisco Systems, Inc. All rights reserved. 66
66
66
Presentation_ID
Software Advisor – CatOS Hardware Support
• Result: analysis
of your hardware
configuration
• Text highlighted
in red indicates
the current
CatOS software
version needs to
be updated

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

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

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

70. © 2001, Cisco Systems, Inc. All rights reserved. 70
70
70
Presentation_ID
IP Subnet Calculator
Design your IP subnet
•Given the number
of hosts and the
number of desired
subnets the tool
returns the
necessary subnet
mask and possible
IP addresses
•It supports variable
length subnet
masking (VLSM)

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

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

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

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

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

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

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

78. © 2001, Cisco Systems, Inc. All rights reserved. 78
78
78
Presentation_ID
Cisco Error Message Decoder
• Research and
resolve Cisco IOS
software error
messages
• Tool provides:
- Description of the
error message
- Recommended
actions
- Links to suggested
resources

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

80. © 2001, Cisco Systems, Inc. All rights reserved. 80
80
80
Presentation_ID
Training Resources
• eLearning
Solutions
Interactive
training videos
• eSeminars
Learn about
Cisco
technologies
• TAC Web
Seminars
Learn how to
navigate the
TAC web site
for technical
resources
Presentation
downloads

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

82. © 2001, Cisco Systems, Inc. All rights reserved. 82
82
82
Presentation_ID
Cisco Networkers Around the World
Why should I attend?
• Success in the
global internet
economy
• Power sessions &
hot industry topics
• The most valued
industry
certifications
• The most visionary
strategies
• The latest solutions
from Cisco & Cisco
Partners
• Personalized
network design
clinic

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

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

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

86. © 2001, Cisco Systems, Inc. All rights reserved. 86
86
86
Presentation_ID
Why Should I Use the TAC Web?
• Faster
resolution: 24x7
technical support
• Access to the
same technical
resources used
by Cisco TAC
engineers
• Online case
management &
auto suggestion
tool