Cisco Systems 2.1(1) manuel d'utilisation

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) June 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0833[...]

THE SPECIFICA TIONS AND INFORMA TION REGARDING THE PRODUCTS IN THIS MANU AL ARE SUBJECT T O CHANGE WITHOUT NOTICE. ALL ST A TEMENTS, INFORMA TION, AND RECOMMEND A TIONS IN THIS MANU AL ARE BELIEVED T O BE ACCURA TE BUT ARE PRESENTED WITHOUT W ARRANTY OF ANY KIND , EXPRESS OR IMPLIED . USERS MUST T AKE FULL RESPONSIBILITY FOR THEIR APPLICA TION OF A[...]

T ab le of Contents Pref ace ...........................................................................................................................................................1 Pur pose .....................................................................................................................................................1 A ud[...]

Suppor t T ools Utilities List ........................................................................................................................27 W eb T ools ............................................................................................................................................28 T race and Log T ools ...................[...]

9. Uninstalling, Reinstalling and Upgrading Support T ools ............................................................................67 How to Uninstall Suppor t T ools .................................................................................................................67 How to Reinstall Suppor t T ools ..............................[...]

T o View Processes .............................................................................................................................103 T o Sav e a Process .............................................................................................................................104 T o T erminate a Process ............................[...]

Embedded Spaces ............................................................................................................................128 How to Use the Services Utility from a Command Line ..........................................................................128 T o Access the Ser vices Utility from a Command Line .......................[...]

How to Use the ICMDBA Utility ..............................................................................................................165 Accessing ICMDBA ...........................................................................................................................166 How to Use the MPT race Utility ..............................[...]

How to Use the VRUT race Utility ............................................................................................................190 T o Access VRUT race from the Dashboard .........................................................................................190 T o Access VRUT race from a Command Line on a Node .....................[...]

NBTStat .................................................................................................................................................. 219 T o Access NBTStat from the Dashboard ...........................................................................................219 Using NBTStat - Command Line Options .....................[...]

Defraganalyz e ........................................................................................................................................ 235 Defragreport ........................................................................................................................................... 236 Driverquery .........................[...]

Connection Problems ........................................................................................................................266 Login Problems ..................................................................................................................................267 The Suppor t T ools Ser ver f ails to connect to the Node[...]

List of Figures Figure 1: Support T ools T opology ...................................................................................................................................24 Figure 2: Support T ools Dashboard .................................................................................................................................7[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) xii[...]

Preface Purpose This document details the installation, con fi guration, and day-to-day use of the Cisco Support T ools Server and Cisco Support T ool Nodes. Audience This document is intended for System Installers, Administrators, and Users of Cisco Support T ools 2.1(1). Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 1[...]

Organization This document is di vided into these parts: 1. Support T ools 2.1(1) Features, Compatibility , and Requirements 2. Support T ools Ov erview 3. Installing, Upgrading, and Con fi guring Support T ools 4. Using the Support T ools Dashboard 5. Using Support T ools W eb T ools 6. Using Cisco Common T ools 7. Using 3rd Party T ools 8. Refer[...]

Description Convention Italic font is used to indicate the follo wing: italic font • T o introduce a new term. Example: A skill gr oup is a collection of agents who share similar skills. • For emphasis. Example: Do not use the numerical naming con vention. • A syntax v alue that the user must replace. Example: IF ( condition, true-value, fals[...]

http://www .cisco.com Y ou can access international Cisco websites at this URL: http://www .cisco.com/public/countries_languages.shtml Product Documentation DVD The Product Documentation D VD is a comprehensive library of technical product documentation on a portable medium. The D VD enables you to access multiple versions of installation, con fi [...]

Product Alerts and Field Notices Modi fi cations to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. Y ou can register to receiv e Cisco Product Alerts and Cisco Field Notices by using the Product Alert T ool on Cisco.com. This tool enables you to create a pro fi le and choose those products for which[...]

In an emergenc y , you can also reach PSIR T by telephone: • 1 877 228-7302 • 1 408 525-6532 Note: W e encourage you to use Pretty Good Pri vac y (PGP) or a compatible product (for example, GnuPG) to encrypt any sensiti ve information that you send to Cisco. PSIR T can work with information that has been encrypted with PGP versions 2.x through [...]

command output. Search results sho w an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call. Submitting a Service Request Using the online T AC Service Request T ool is the fastest w ay to open S3 and S4 service reques[...]

Se verity 4 (S4) - Y ou require information or assistance with Cisco product capabilities, installation, or con fi guration. There is little or no ef fect on your business operations. Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is a vailable from v arious online and printe[...]

http://www .cisco.com/ipj • Networking products of fered by Cisco Systems, as well as customer support services, can be obtained at this URL: http://www .cisco.com/en/US/products/index.html • Networking Professionals Connection is an interacti ve website for netw orking professionals to share questions, suggestions, and information about networ[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 10 Preface Obtaining Additional Publications and Information[...]

P ar t 1: Suppor t T ools 2.1(1) Features, Compatibility , and Requirements Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 11[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 12[...]

New Features in this Release This release of Support T ools introduces the follo wing ne w features: • Support for CVP 4.0: Support T ools is no w supported on CVP 4.0 software running, including Audium on AIX. Note that the Audium/AIX installer is only av ailable for CVP versions 4.0 and greater , and is only av ailable as part of the CVP shell [...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 14 Chapter 1: - New Features in this Release[...]

Support Tools Requirements and Compatibility This section contains the follo wing topics: • Support T ools Node Requirements, page 15 • Support T ools Serv er Requirements, page 16 • Support T ools Serv er / Node V ersion Compatibility , page 17 • Support T ools Port Requirements, page 17 • Support T ools Dashboard W eb Bro wser Requireme[...]

Supported Components Supported Versions Cisco Unified Product or Solution All 2.1 and abov e Cisco V oice Portal (CVP) (formerly ISN) All 5.x Cisco Collaboration Server (CCS) All 5.x Cisco E-Mail Manager (CEM) All 5.x Cisco Media Blender (CMB) Support Tools Node Hardware Requirements The hardware requirements for the Support T ools Node are predete[...]

Additional hardware requirements include: • A T A/IDE acceptable • Graphics card capable of 1024 x 768 x 64K color or better (17" or larger display recommended) • Disk Space: The Support T ools Server installation uses approximately 100 Mb of disk space. Additional space requirements will depend on the size and quantity of fi les retain[...]

If a fi re wall stands between the Support T ools Serv er and any Support T ools node, and/or between the Support T ools Serv er and remote users, you must open these ports on the fi re wall. Note: Enabling the HTTPS port on a fi re wall is necessary when using Support T ools in the default HTTPS mode. Support Tools Listening Port Support T ools[...]

P ar t 2: Suppor t T ools Over view Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 19[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 20[...]

About Cisco Support Tools Key Features Cisco Support T ools is an application that contains a suite of utilities that allo w you to manage and troubleshoot servers that run broad range of Cisco Uni fi ed product softw are components. Through Support T ools, you can troubleshoot con fi guration and performance problems on these systems from any ma[...]

– ICM Loggers – ICM Peripheral Gate ways (PGs) – ICM Admin W orkstations (A Ws) – CTI Object Server (CTIOS) – Cisco Collaboration Server (CCS) – Cisco Uni fi ed Contact Center Express (CRS) – Cisco Uni fi ed IP IVR (CRS) – Cisco Agent Desktop (CAD) – Cisco Security Agent (CSA) – Customer V oice Portal (CVP) – Cisco Email Man[...]

The Support Tools Server The Support T ools Serv er must be installed on a system that has little or no performance load, namely a standalone network workstation or a client ICM Admin W orkstation (A W). The Support T ools Serv er can be installed on multiple systems to provide multiple access paths. Major features of the Support T ools Serv er inc[...]

The Support T ools Serv er can communicate with Support T ools nodes through a fi re wall provided the appropriate ports on the fi rewall ha ve been opened. User access to Support T ools is limited to your network. Remote users wishing to use the Support T ools Dashboard must fi rst connect to the network--remote access via the Internet is not s[...]

What perf ormance impact will running Support T ools hav e on my Cisco Uni fi ed system? Support T ools processes run silently with minimum performance impact. Note the follo wing with performance in mind: • Installing the Support T ools Serv er on its on its own dedicated machine reduces an y performance impact that might be imposed if it were [...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 26 Chapter 3: - About Cisco Support Tools Frequently Asked Questions[...]

About Support Tools Utilities This section describes the dif ferent utilities av ailable through Support T ools. This section contains the follo wing topics: • Support T ools Utilities List, page 27 • Pri vileged Utilities, page 35 • Utility Installation Locations, page 36 • Non-Dashboard Utilities, page 37 • Command-Line vs GUI Access, p[...]

Web Tools The follo wing utilities were created by Cisco speci fi cally for use with Support T ools. The y can be run from within the Dashboard interface or from an e xternal command line on either the Support T ools Serv er or an individual node. External GUI--No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Des[...]

Dashboard Privileged Users Only: Installed On: Description: Utility Name: X All Support T ools nodes Schedule the changing of trace le vels. Schedule T race X All Support T ools nodes Collect and vie w log fi les from ICM and related Cisco products. Collect Logs Cisco Common Tools The follo wing Support T ools utilities were created by Cisco speci[...]

External GUI--No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Tool Name: X A Ws, PGs, Call Routers, Loggers Node Manager Start. Use to start an ICM service on a CallRouter , Logger, A W , or PG. nmstart X A Ws, PGs, Call Routers, Loggers Node Manager Stop. Use to stop an ICM Service on a CallRouter ,[...]

No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Tool Name: All Support T ools nodes Use to fi nd the media access control address of a host on the same physical network. Arp-a X All Support T ools nodes Use the CA T utility to display , print, and combine fi les. Equi valent of the DOS type command[...]

No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Tool Name: All Support T ools nodes Use to vie w directory listings. Equiv alent of the DOS dir command. ls X All Support T ools nodes Use to mov e fi les and directories. Equiv alent of the DOS mov e or rename command. mv All Support T ools nodes Use [...]

No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Tool Name: X All Support T ools nodes Use to shut do wn a remote host. When used from the Dashboard, shutdo wn will automatically restart the host after 60 seconds. shutdo wn X Nodes on which SQL Server is installed SQL Enterprise Manager . Use to monit[...]

No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Tool Name: X All Support T ools nodes Analyzes boot fi les, data fi les, and folders on local volumes for fragmentation. Defraganalyze All Support T ools nodes Reports fragmentation of boot fi les, data fi les, and folders on local volumes. Defragre[...]

No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Tool Name: All Support T ools nodes Displays detailed con fi guration information about a computer and its operating system, including operating system con fi guration, SysteminfoT able security information, product ID, and hardware properties, such a[...]

user group, these utilities will not appear on the Support T ools Dashboard menu. These utilities include: • ctitest • icmdba • nicroi • nmstart • nmstop • procmon • registry • registry compare • rttest • shutdo wn • upcctest • processes • services Note: These pri vilege le vels only apply to utilities when accessed throug[...]

Non-Dashboard Utilities Certain ICM and third-party utilities are only av ailable for use through their own GUI; the y hav e no command line access. This also precludes the ability to launch and run these utilities from the Support T ools Dashboard. Note that while these utilities are listed on the Dashboard menu, they cannot in f act be run from t[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 38 Chapter 4: - About Support Tools Utilities Command-Line vs GUI Access[...]

Interactive Mode vs. Batch Mode Support T ools supports two primary modes of operation; Interacti ve Mode which is the standard mode to use when querying a single system, and Batch Mode which allo ws you to query sev eral systems at a time for any of the speci fi c tools. Interactive Mode immediately operates on the currently selected system. Batc[...]

Using Tools in Batch Mode T o use a tool in batch mode: Step 1 Select a tool to use that is within the Batch Mode menu. Step 2 Schedule a time to run the tool. Enter a Date and T ime using the calendar at the top of the page for the selected Batch Mode tool. Note: Y ou must select a time in the future. Step 3 Check the select boxes ne xt to the Sys[...]

Step 2 Click Cancel . A con fi rmation dialog box appears. Step 3 Click OK in the con fi rmation dialog box. Step 4 Click OK to return to the Pending Jobs screen. Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 41 Chapter 5: Interactive Mode vs. Batch Mode Pending Jobs[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 42 Chapter 5: - Interactive Mode vs. Batch Mode Pending Jobs[...]

About Support Tools Security Support Tools Security Features Support T ools operates with the follo wing security features/restrictions: 1. Access to Support T ools is limited to the local network. Remote access via the Internet is not supported. Users must authenticate against the network in order to use Support T ools. 2. Users must login to the [...]

Using IPSecurity with Support Tools Optionally , you can use IPSecurity to secure communication between the Support T ools Server and Support T ools Nodes. Authentication occurs at the Node when the Support T ools Server makes a request. As such, an IPSec-secured Support T ools Server can make requests to an unsecured Node, but a secured node will [...]

– If a non-Cisco policy already e xists on the target machine and is not assigned, Support T ools will create and assign a Cisco policy . Manual IPSec Implementation On W indo ws 2000 and XP platforms, IPSec can be used but must be con fi gured manually . This section provides guidelines on setting up IPSec for Support T ools. When con fi gurin[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 46 Chapter 6: - About Support Tools Security Using IPSecurity with Support Tools[...]

P ar t 3: Installing, Upgrading and Configuring Suppor t T ools Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 47[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 48[...]

Installing Support Tools This section contains the follo wing topics: • About Installing Support T ools, page 49 • Ho w to Collect Information for Support T ools Installation, page 51 • Ho w to Create Support T ools User Groups, page 52 • Ho w to Create the Distinguished User Account, page 53 • Ho w to Install the Support T ools Server , [...]

Note: Before proceeding with installation, also be sure to re view the Support T ools Release Notes for any updates pertaining to Support T ools installation. The Release Notes are a v ailable at the top le vel of the Support T ools CD and at http://www .cisco.com . W arning: In some instances, the Support T ools Ser v er and Node installation may [...]

Install the Support T ools Node Install the Support T ools Node on each ICM or related Cisco Product you want to manage through Support T ools. The Support T ools Nodes installation includes: • The Support T ools Node Agent Service • Support T ools W eb utilities and certain Unix-style 3rd Party Common T ools. • Support T ools documentation N[...]

a. Determine the name of the Support T ools privileged user gr oup . Determine which users will be members of this group. b . Determine the username, domain, and password of the distinguished user (page 53) for the Cisco CCBU Support T ools HTTP Server . c. Determine the IP address or fully-quali fi ed DNS of your network time serv er . T o use Su[...]

To Create Support Tools User Groups Support T ools assigns pri vilege based on re gular W indows user groups. This can be either a local group you de fi ne on the Support T ools Serv er machine or a domain group you de fi ne using Acti ve Directory . During the Support T ools Serv er installation, you are prompted to enter the name of one (and on[...]

How to Create the Distinguished User Account Bef ore installing the Support T ools Serv er , on the machine on which the Support T ools Serv er will be installed, create a local or domain account to be used for the Cisco CCBU Support T ools HTTP Server (T omcat) service. Note: This account is only used to run the Cisco CCBU Support T ools HTTP Serv[...]

The Support T ools 2.1(1) CD includes a Serv er Install W izard that installs: • The Support T ools Dashboard • The Support T ools Node • Support T ools documentation • Jav a V irtual Machine (JVM) 1.5.0_05 • Apache T omcat 5.5.16 Note: The installation instructions belo w describe only those installer dialogs that require user input. Ste[...]

Note: The Administration Group name is case-sensitiv e. It must match in case its corresponding W indows user group name. • Domain, Username, and Passw ord of user that the Cisco CCBU Support T ools HTTP Server (T omcat) should run under . For more information, see How to Cr eate the Distinguished User Account . Note: Use the T est b utton to tes[...]

How to Install the Support Tools Node Y ou can install the Support T ools Node on any supported Cisco Uni fi ed software component that you want to manage through Support T ools. Note: Before installing the Support T ools Node, ensure that the machine meets the pr erequisite hardwar e and software r equirements . W arning: In some instances, the S[...]

Note: If you plan on using the Cisco Security Agent (CSA) you can only change the driv e letter and must leav e the remaining default path information. This is because CSA security rules are written speci fi cally based on the path names. • Network T ime Server: Specify the static IP address or fully-quali fi ed DNS of your network time server [...]

e. Click Login. Step 2 T est the Connection to a Support T ools Node a. On the System Management screen, add the node(s) you want to test to the system list. b . On the System Management screen, use the T est Connection utility to con fi rm the connection to indi vidual nodes. Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 60 Chapter 7: - Installing Support Tools How to Create the Distinguished User Account[...]

Configuring Support Tools This section contains the follo wing topics: • About Con fi guring Support T ools, page 61 • Ho w to Modify Support T ools Basic Con fi guration, page 62 • Ho w to Disable Continuous V irus Scan for the Repository , page 63 • Ho w to Modify Processes and Services Listed in the Process Information List, page 63 ?[...]

How to Modify Support Tools Basic Configuration The basic con fi guration settings necessary to run Support T ools (network time serv er , privileged use group, Repository path, and TCP/IP port) are speci fi ed during installation. While not typically necessary , you can modify these settings after installation. Support T ools keeps most of its c[...]

Note: The password for the Designated User is not stored in the re gistry . It must be modi fi ed (if desired) via the W indows User P anel. TCP/IP Port (should ne ver be changed) This v alue is stored in the W indows re gistry in: HKEY_LOCAL_MA CHINESOFTW ARECisco Systems, Inc.CCBUSupport T oolsAppServerPort This value can be changed, b ut [...]

For each process or service de fi ned therein, the fi le includes: • The name of the process or service • Whether the process is kno wn, unknown, or critical • Explanatory text about the process Out-of-the-box, the process information list includes information on the follo wing processes: • All Cisco processes are identi fi ed as Kno wn.[...]

Step 2 Using proper well-formed XML syntax, add or modify entries as follo ws: • Process T ype: Kno wn, Unkno wn or Critical. Note: Use only these designations. Others will not parse correctly . Designating a process as Critical will prevent Dashboard users from stopping it (on the Services screen). • Name: The name of the process or service. C[...]

How to Configure SQL for Use with the System Interrogate Tool In order for the Support T ools System Interrogate utility to access and report on an ICM system's SQL database information, it must hav e access to Microsoft's W indows Management Instrumentation (WMI). WMI is not part of a standard W indo ws SQL install, and in most cases wil[...]

Uninstalling, Reinstalling and Upgrading Support Tools This section contains the follo wing topics: • Ho w to Uninstall Support T ools, page 67 • Ho w to Reinstall Support T ools, page 68 • Upgrading Support T ools, page 68 How to Uninstall Support Tools As desired, you can uninstall the Support T ools Serv er or Node by following the steps b[...]

c. The uninstaller will ask if you want to remo ve e verything. Select Y es. d. If desired, after running the uninstaller , use W indo ws Explorer or a similar fi le management tool to delete the Support_T ools directory . Step 2 T o Uninstall the Support T ools Node Uninstalling the Support T ools Node remo ves the Node only--it does not remov e [...]

P ar t 4: The Suppor t T ools Dashboar d Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 69[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 70[...]

Using the Support Tools Dashboard The Support T ools Dashboard is a bro wser-based interf ace that allows you to access and use all Support T ools utilities through a single interface. The Dashboard integrates access to all Cisco Uni fi ed software components where the Support T ools Node has been installed, eliminating the need to manually connec[...]

• Ho w to Use the System Management Screen, page 75 • Using the Select System Screen, page 77 • Ho w to End a Dashboard Session, page 78 Accessing the Dashboard and Privileges Accessing the Dashboard Users access the Dashboard via a URL ( http:// <hostname_or_ip_address>:<support_tools_port>/ 1 ) entered in a bro wser window . Upo[...]

– System Interrogate – Registry – Registry Compare – Processes – Services – T race and Log – Common T ools (Including; Cisco and Third Party tools) • Batch Mode – System Interrogate – Registry – Processes – Services – T race and Log – Common T ools (Including; Cisco and Third Party tools) Note that if you are not a membe[...]

In order to add a system to the list: 1. The Support T ools node must ha ve been installed on the node, and 2. Y ou must know the node's DNS entry or IP address. A utomated Node Addition: For CVP 4.x nodes and other Support T ools Serv ers the System Management page allo ws automated addition of CVP 4.x nodes and other Support T ools Servers. [...]

Figure 3: Login Security Warning Step 3 In the Login Name fi eld, enter <Windows_domain><Windows_username> . For e xample, my_domainmy_username . Step 4 In the Passw ord fi eld, enter your W indo ws password (case-sensitiv e) Step 5 Click Login. How to Use the System Management Screen Use the System Management screen to: • Add Sup[...]

Note that entries are not v alidated for correctness. Step 2 Click the Add System Button. To Automatically Add CVP and Support Tools Server Nodes Once you hav e added a CVP 4.x node or a Support T ools Serv er 2.1 node, you can automatically add all nodes de fi ned on their system lists to the current Support T ools Serv er's system list. Ste[...]

Using the Select System Screen Selecting a system speci fi es the Support T ools node that you want to w ork with. Y ou must select an ICM or related Cisco product node before you can interact with it through the Interacti ve Mode of the Support T ools Dashboard. Note: Selecting a system is only required when you want to use Interactiv e Mode util[...]

Note: • This list may not be complete or accurate depending on your deployment. Node types are de fi ned in a static con fi guration fi le and may dif fer from the ones listed here. • If the system you attempt to select is not av ailable, an error message displays. Check that: the node's DNS or IP address was entered correctly; the netw[...]

• The Dashboard does not place a restriction on multiple logons. It is not necessary to terminate a session in order to begin a ne w one. Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 79 Chapter 10: Using the Support Tools Dashboard How to End a Dashboard Session[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 80 Chapter 10: - Using the Support Tools Dashboard How to End a Dashboard Session[...]

P ar t 5: Using Suppor t T ools W eb T ools Support T ools W eb T ools are a set of Cisco-authored utilities speci fi cally designed for use with the Support T ools. They are installed on all Support T ools nodes. Many W eb T ools can be run either from the Support T ools Dashboard or via command line on an indi vidual node. Command-line access to[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 82[...]

Using Support Tools Utilities from the Dashboard This section contains the follo wing topics: • Ho w to Use the System Interrogate Screen, page 83 • Ho w to Use the History Screens, page 95 • Ho w to Use the Registry Screen, page 97 • Ho w to Use the Registry Compare Screen, page 98 • Ho w to Use the Processes Screen, page 103 • Ho w to[...]

Using System Interrogate you can: • V ie w system information on following: – Operating system and hardware – Cisco MCS Server – SQL Server Information – W eb Server Information – Cisco JT API Information – ODBC Information – Cisco Security T emplates – ICM 5.x 6.x or 7.x node – Cisco Callmanager (CCM) – Cisco W ebvie w – Ci[...]

In Batch Mode there is a fi xed set of information that can be retrie ved once selected for retriev al. This information includes: • OS • CPU • Memory • Disk • W indows Hot fi x • W indows Domain • W eb Server (if present) In Interacti ve Mode, the selected system is queried to determine which types of information are av ailable for[...]

Retrievable only in Interactive Mode Component & Sub-components SQL Server Information • SQL Server Re gistry V alues • SQL Server WMI V alues IIS W eb Server • IIS W eb Server Cisco JT API Information • Cisco JT API ODBC Information • ODBC Cisco Security T emplates • Security Hardening Settings • Security Hardening Sections X Cis[...]

Retrievable only in Interactive Mode Component & Sub-components X Cisco ICM/IPCC Agent Reskilling • Client Properties File • Properties.xml fi le • Cisco CCBU Support T ools HTTP Server (T omcat) log fi les • W ebCon fi g log fi les X Cisco W ebV iew • Jaguar log fi les • ServletExec log fi les Cisco SNMP • Content Center Su[...]

Retrievable only in Interactive Mode Component & Sub-components X Cisco CTIOS Server 6.x • CTI Dri ver log fi les • CTI OS log fi les • NM log fi les • NMM log fi les X Cisco CTIOS Server 7.x • CTI Dri ver log fi les • CTI OS log fi les • NM log fi les • NMM log fi les X Cisco E-Mail Manager 5.x • CEM 5.x Registry Sett[...]

Retrievable only in Interactive Mode Component & Sub-components X Cisco Agent Desktop (CAD) • CAD Registry Settings (Base) • CAD Registry Settings (Chat Serv er) • CAD Registry Settings (Directory Services) • CAD Registry Settings (Enterprise Serv er) • CAD Registry Settings (Frame work) • CAD Registry Settings (IPP A) • CAD Regis[...]

Retrievable only in Interactive Mode Component & Sub-components X Cisco CallManager 4.x • Build Information • Registry Information • CallManager Attendant Log fi les • CallManager Attendant Service log fi les • CallManager Attendant JT API log fi les • CallManager Installation log fi les X Cisco Media Blender • CMB Properties [...]

Retrievable only in Interactive Mode Component & Sub-components X Cisco IPCC Express • MSI Installer fi les • Node Manager EMS Files • Database ADS/HDS/RDS ReplLogs fi les • CRS SQL Server Logs • Editor Logs • Archi ve T ool logs • Alarm Server logs • Alarm logs • SNMP SYSAPP logs • SNMP CDP logs • Spanlink Agent/Supervi[...]

Retrievable only in Interactive Mode Component & Sub-components X Cisco V oice Portal V oice Bro wser (2.x only) • V oiceBro wser EMS log fi les X Cisco Contact Center Management Portal • Gate way Registry v alues • Provisioning Re gistry values • Provisioning InstallLog fi les • Provisioning InstallState fi les • Application Ser[...]

Retrievable only in Interactive Mode Component & Sub-components X Cisco Support T ools • Support T ools V ersion • Support T ools Serv er Settings • AppServer Log fi les • Command History fi les • Cisco CCBU Support T ools HTTP Server (T omcat) log fi les • UIServer log fi les • UIServer WEB-INF UIRoot log fi les • Minidump[...]

To Retrieve System Information in Batch Mode T o retriev e system information in Batch Mode, From Support T ools > Batch Mode > System Interrogate: Step 1 Select the Schedule T ime to run the system interrogation. Select the Hours, Minutes, Month, Day , and Y ear . Step 2 Select the system(s) that you want to interrogate by checking the box n[...]

To Save Files Returned from a System Interrogate Some interrogations retrie ve fi les, such as log fi les, from the selected systems. Y ou must specify that System Interrogate collect these fi les (such as selecting AppServer logs from a Support T ools Server)These fi les can be do wnloaded to your local system. T o download fi les returned fr[...]

Note: This utility is av ailable to privile ged users only . It will not appear on the Dashboard menu for non-pri vileged users with the follo wing exception: non-pri vileged users can vie w System Interrogate fi les. To Set an Expiration Date for History Files All history fi les are automatically assigned an expiration date to conserv e space an[...]

Step 3 Modify the name as desired. Note that all fi les are sav ed to an XML-formatted text fi le. While you can enter any e xtension you like, this will not af fect the format in which the fi le is sav ed. To Delete a File T o delete a fi le from the Repository: Step 1 Check one or more of the fi le's Select check boxes. Step 2 Click the[...]

Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode (page 39) . To use the Registry Screen Step 1 V erify that the system for which you want to view the re gistry is selected in the Interactiv e Mode > Select System screen. Step 2 Click Get Registry [...]

To Compare the Current System to Another T o compare registry settings from the current system to those of another system: Step 1 Select the Compare to Another System radio button. Step 2 Optionally select Show differ ences only . If selected, only differences between the tw o registries are displayed. Step 3 Click the Compare Registries b utton. T[...]

Step 5 Click the Compare Registries Files b utton. Understanding the Compare Registries Display Once you hav e selected the systems or fi les you want to compare, the Compare Registries screen displays the comparison in a three-pane vie w as shown in this e xample: Figure 4: Compare Registries Display The Display sho ws the following: • The top [...]

Note: For information on ho w to copy key v alues from one system to another, see T o Copy K eys Between Registries and Files belo w . Viewing Registry Keys for Multiple Customer Instances For machines with multiple customer instances, the Compare Re gistries screen only retriev es and displays the registry settings for one instance at a time. By d[...]

Step 3 Click the appropriate Copy b utton (Copy 1 > 2 or Cop y 2 >1) to indicate the direction in which the v alue should be copied. If you are comparing a system to a fi le, you can only copy to the system. Step 4 Continue selecting additional v alues, as desired. V alues selected for copying are listed in the lo wer-right portion of the sc[...]

How to Use the Processes Screen Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode (page 39) . Use the Processes screen to: • V ie w all processes running on the current system • T erminate processes on the current system • Sav e a list of proces[...]

To Save a Process T o terminate a process on the current system: Step 1 Click the Sav e button. A Save dialog box opens, displaying a def ault name for the fi le (<Listtype><Hostname><Datetime>.xml). Step 2 Accept the default name or enter an alternate. Note: • Files can only be sav ed to the Repository . Entering a path while [...]

T o open the Services screen, from the Dashboard menu, select Support T ools > <mode> Services. Note: This utility is av ailable to privile ged users only . It will not appear on the Dashboard menu for non-pri vileged users. To View Services T o view services for the current system: Step 1 Click the List Services button. The screen display[...]

Agent Service is required for the Support T ools Serv er to maintain a connection with the current system. Stopping this service will terminate your connection. • The Services screen will not allo w you to stop services with peer or child dependencies while those dependencies are running. If you attempt to stop such a service, the Dashboard retur[...]

T race and Log: Interactive Mode Interacti ve Mode T race and Log allows you to set trace le vels and collect logs against the currently selected system. It includes these tools: • Set T race • Collect Logs Y ou access Interactive Mode T race and Log tools by selecting Interactive Mode > T race and Log . T race and Log: Batch Mode Batch Mode[...]

Y ou can collect logs for: • ICM (A Ws, PGs, Call Routers, and Loggers) • Call Manager • Collaboration Server • E-Mail Manager • Media Blender • IPCC Express • Cisco Agent Desktop • Cisco V oice Portal (Application Server , V oice Browser , Alarm Forwarder , and Audium logs. Log collection for Audium is supported for CVP 4.0 and abo[...]

– Process: The process(es) on that node for which logs can be collected. • CCM Process Logs: – System: The CCM system name – Node: The CCM process(es) for which logs can be collected--CCM or CTI. • IPCC Express Process Logs: – System: The CRS system name – Node: The IPCC Express Node on the system • CAD Process Logs: – System: The[...]

How to Use the Log Groups Screen The Log Groups screen displays de fi ned log groups. From this screen you can V iew , Edit, Rename, and delete Log Groups. Viewing Log Groups Y ou can view the details of any log group on the log group screen. T o view a log group's details: Step 1 From the History - Log Group screen, check the Select box next[...]

Step 1 From the History - Log Group screen, check the Select box next to the Log Group whose name you want to change. Step 2 Click Rename. A dialog box appears prompting you for a ne w name. Step 3 Enter the ne w name in the dialog box and click OK. The name is instantly changed and the change is re fl ected in the History - Log Group screen. Dele[...]

Creating a Trace Group Note: Not all Cisco Uni fi ed components and processes are supported. When a component in a log group is not supported a speci fi c message noting that the component is not supported displayed. T o Create a T race Group: Step 1 From the Create T race group Screen, select a Log Group Name and click Next. T race Groups are ba[...]

Creating a Trace Group Note: Not all Cisco Uni fi ed components and processes are supported. When a component in a log group is not supported a speci fi c message noting that the component is not supported displayed. T o Create a T race Group in Interactiv e Mode: Step 1 From the Create T race Group screen, click Get T race Settings. T race Group[...]

Selected settings for this T race group Appear . The settings sho w the values curr ently set on the node. These settings are not the ones set for the T race group. T o vie w the values set in the trace group use the V iew File command. Viewing a Trace Group's File T o view a T race Group's File: Step 1 From the History - T race Group scr[...]

Renaming Trace Groups Y ou can change the name of any trace group. T o change a trace group's name: Step 1 From the History - T race Group screen, check the Select box next to the T race Group whose name you want to change. Step 2 Click Rename. A dialog box appears prompting you for a ne w name. Step 3 Enter the ne w name in the dialog box and[...]

How to Use the Schedule Trace Screen The Schedule T race screen allows you to de fi ne a period of time when a certain trace le vel setting should be used (as de fi ned in a trace group) and optionally collect and merge logs, and collect binary data. Finally , you can de fi ne the trace level setting that the traces should re vert to at the end [...]

The Pending Jobs created can be seen in Batch Mode > T race and Log > Schedule T race > Pending J obs . About Log Collection Use the Collect Logs Screen to collect logs from ICM or related Cisco product nodes running the Support T ools Node. Multiple collected logs can be retrie ved as separate fi les or mer ged into a single fi le to pr[...]

fi le, or deli vered as indi vidual fi les. Y ou de fi ne when you want the logs collected by specifying a start and end time. Each log collection request can be run only once. The logs it collects are stored in the Repository where they remain until you choose to delete them (by deleting the log collection to which the y belong). Collected logs[...]

Table 4: Viewing Entries in Merged Logs ICM @ <host_name> + <customer_instance>, <ICM_node>, <process>: (<utc date/time>) <local date/time> ICM Log Entries CCM @ <host_name> + <CCM_node>: (<utc date/time>) <local date/time> CCM Log Entries <product> @ <host_name> +: (<utc da[...]

Step 5 Optionally , check Merged Log to create a single merged log fi le from the logs collected by this group. Note: When you later do wnload a merged log, the collection will include the indi vidual associated log fi les in addition to the merged log itself. Step 6 Optionally , for ICM system logs only , check Include Binary Data. This causes t[...]

To View Details of Log Collections The Log Collection screen automatically lists each collection currently stored in the Support T ools repository . For each collection, the screen displays: • Name: The name of the collection. • Description • Requested: The date/time its request w as sent. • Log Period: The start and end time of the collect[...]

Step 2 Click the V iew b utton. Details of the collection, along with the indi vidual log fi les it contains, are displayed. If the log collection included a merged log, both the indi vidual associated log fi les and the merged log fi le are listed. Step 3 Check the Select check box for the logs you want to do wnload. If you select indi vidual l[...]

Step 3 A Dialog Boc displays prompting you to enter a ne w name, enter the new name in the dialog box and click OK. How to Use the Collect Logs Screen (Interactive Mode) Use the Collect Logs Screen to create a log collection. A log collection is a speci fi cation that de fi nes the log group(s) and time range you want to collect logs for . In Int[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 124 Chapter 11: - Using Support Tools Utilities from the Dashboard How to Use the Collect Logs Screen (Interactive Mode)[...]

Using Cisco Tools from a Command Line While primarily designed for use through the Dashboard, Cisco T ools can also be run from a command line on any Support T ools node. This can be useful when access to the Support T ools Server/Dashboard is not a v ailable due to a down machine or connection. The functionality av ailable in the Dashboard version[...]

Command-Line Mode vs Interactive Mode When run from a command line, W eb T ools can be run in either command-line mode or interacti ve mode: • In command-line mode, you enter the command in voking the utility , along with speci fi c arguments, on a single line. After the command executes the utility automatically e xits. Example: c:ciscoccbus[...]

>query Selecting a Different Target System If desired, you can use the /system option to specify a dif ferent machine as the tar get system of a command. The /system option can only be used when the application serv er is a Support T ools Server; Y ou cannot target a remote system when using a node as your application serv er . For e xample, to [...]

Embedded Spaces In command-line arguments, remember to place paths, fi le names, etc. that contain embedded spaces in quotes. Failure to do this will pre vent a command from ex ecuting correctly . Example: > view "my file.txt" How to Use the Services Utility from a Command Line While primarily designed for use from the Support T ools [...]

Using the Services Utility from a Command Line When using the Services utility from a command line, note that: • Unlike in Dashboard use, you can stop services whose T ype is Critical (service type is de fi ned in the user-modi fi able processinfo.xml fi le.) • Prior to stopping a service, you should be aw are of the signi fi cance of stop[...]

Example: Description: Command: Optionally , you can include an argument to dump this output to a local fi le. Output is stored as XML-formatted text. >start <pid> <service_name> Starts a stopped service on the target system. start Note: Enter "0" for the PID when starting a service. >stop <pid> <service_name>[...]

Viewing and Stopping a Service - Examples The follo wing table sho ws an e xample of vie wing and stopping a service, with a description of each entry . Description: Command Option: In vokes the Services utility . >servicecontrol Returns a list of all services installed on the target system, along with their current status. >list Stops the sp[...]

Note: For additional information on basic W eb T ools command line use, including system selection options and command-line mode vs interacti ve mode see Using Cisco Common T ools from a Command Line (page 125) . Using the Processes Utility from a Command Line When using the Processes utility from a command line, note that unlike in Dashboard use, [...]

Example: Description: Command: >stop <pid> <process_name> T erminates a started process on the target system. kill >save Sav es the latest list command results to a processes fi le in the application server's Repository . sav e OR Sav ed output is stored as XML-formatted text. >save <filename> If no fi le name is s[...]

Description: Command Option: Returns a list of all precesses installed on the target system, along with their current status. >list Stops the speci fi ed service. >stop 01464 "snmp service" Note: Due to an embedded space, the service name was placed in quotes The process ID example "01464" may be dif ferent each time a pr[...]

Example: Description: Command: Note: Using Help or ? also displays this list, but includes se v eral additional ICM commands (e.g., echo, error_stop) not used by this utility . ><command> /? Displays syntax for a speci fi ed command. /? ><app_servername> / <options> Speci fi es the system on which the utility should run. I[...]

Example: Description: Command: >download <repository_filename> <local_filename> /text Do wnloads a local copy of a System Interrogate fi le from the application server's Repository . Optionally , you can include a /text argument to con vert the fi le from XML-formatted text to plain te xt. do wnload, dl OR >download <rep[...]

Use the Registry utility to: • V ie w the ICM W indo ws registry settings for the current system • Sav e registry settings to a fi le To Run the Registry Utility from a Command Line T o run the Registry utility in interacti ve mode from a command line: Step 1 From a command prompt on a Support T ools node, na vigate to <support_tools_root&g[...]

Example: Description: Command: >list Displays the ICM W indo ws Registry setting for the target system. list OR Optionally , you can include an argument to dump this output to a local fi le. Output is stored as XML-formatted text. >list <localfile_pathfilename> >/list /instance <instance_name> Used in conjunction with the lis[...]

Example: Description: Command: >quit Ends the program. quit, q Viewing Registry Information - Examples The follo wing table shows an e xample of querying registry information, with a description of each entry . Description: Command Option: In vokes the Re gistry utility . >registry Queries the local system and returns the registry information[...]

To Run the Compare Registries Utility from a Command Line T o run the Compare Registries utility in interacti ve mode from a command line: Step 1 From a command prompt on a Support T ools node, na vigate to <support_tools_root>. Step 2 Enter regcompare . T o view a list of systems de fi ned in the current system's system list, use the s[...]

Example: Description: Command: >compare /systems <2nd system> Compares the contents of two re gistries and displays the result. Y ou can compare: compare, comp ./systems OR • The current system to a dif ferent system ./ fi les >compare /file <reg_file_1> <reg_file_2> ./system2 fi le • T wo registry fi les in the Repos[...]

Example: Description: Command: If no fi le name is speci fi ed, output is sav ed to a fi le named: RegCompare <host_name> <timestamp>.xml. Optionally , you can include an ar gument that speci fi es a fi le name. >files Displays the list of RegCompare fi les in the application serv er's Repository . fi les >view <fil[...]

Description: Command Option: If a speci fi c instance in not speci fi ed, the compare command automatically returns registry v alues for the fi rst customer instance it fi nds on each system. Note that in some cases these may not be identical instances. Optionally , saves the data returned to a re gcompare fi le in the application server'[...]

To Run the Log Groups Utility from a Command Line T o run the Log Groups utility in interactiv e mode from a command line: Step 1 From a command prompt on a Support T ools node, na vigate to <support_tools_root>. Step 2 Enter lgtool . Step 3 Enter commands as described in the Command Line Options section belo w . Note: For additional informat[...]

Example: Description: Command: >lsys Displays systems that can be selected for log collection. For each system for which the information is a v ailable, it displays: list_systems, lsys • product • system name • customer name • icm or ccm node name • process name >al /product ICM /system <system_name> / Adds one log in the curr[...]

Example: Description: Command: >dlg <log_group_name> Displays details of a log group from the application server's Repository . display_log_group, dlg >openlg <log_group_name> Opens a log group for editing from the application server's Repository . open_log_group, openlg >rmlg <log_group_name> Deletes a log grou[...]

Description: Command Option: Adds a second (CCS) log to the group. Each log must be added on a separate line. >al /product CCS /system CollServer001 Optionally , creates a description of the group. >lgdesc my_group_description Closes the log group and sav es it to the application server's Repository . >closelg How to Use the Log Colle[...]

Example: Description: Command: Note: Using Help or ? also displays this list, but includes se veral additional ICM commands (e.g., echo, error_stop) not used by this utility . ><command> /? Displays syntax for a speci fi ed command. /? >lctool <app_servername> Optionally Speci fi es the system on which the utility should run. If[...]

Example: Description: Command: /all >merge /on Optionally , set merge fl ag ON or OFF . On causes logs to be merged. If not speci fi ed, def aults to off. set_merge_logs, mer ge /of f /on >submit Submits the current collection request to application server to start the log collection. submit_collection_request, submit >discard Discards a[...]

Example: Description: Command: >quit Ends the program. quit, q Log Collection - Examples The follo wing table shows a sample log collection request, with a description of each entry . Table 13: Creating a Log Collection Request Description: Command Option: In vokes the Log Collection utility . >lctool Initiates a request for a ne w collection[...]

Table 14: Downloading Collected Logs Description: Command Option: In vokes the Log Collection utility . >lctool Initiates a request for a ne w collection and speci fi es the collection name. >ccolreq my_collection_name Displays all of the logs collected by a particular collection. Y ou must use the view command prior to do wnloading a fi le[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 152 Chapter 12: - Using Cisco Tools from a Command Line How to Use the Log Collection Utility from a Command Line[...]

P ar t 6: Using Cisco Common T ools Cisco Common T ools are a set of Cisco-authored utilities designed for use with the Cisco components supported by Support T ools. Most Cisco Common T ools are command-line based, and can be run from either the Support T ools Dashboard or from an individual node. Command-line access to indi vidual nodes can be loc[...]

External GUI--No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Utility Name: Loggers (but can be run from any ICM component) Dump Con fi g ICM audit utility . Use to analyze the ICM Con fi g_Message_Log table. Allows you to determine WHO did WHA T , WHEN, from WHERE, using WHICH program. dumpcfg X A[...]

External GUI--No Dashboard or Command-Line Access: Dashboard Privileged Users Only: Installed On: Description: Utility Name: X PGs Use to vie w and set various deb ug trace bits on a ne w style NT SS7 NIC PG. ss7nictrace VR U PGs Use to output tracing information from a V oice Response Unit (VR U) device and to and from its vrutrace PIM process. VR[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 156[...]

Using Cisco Common Tools How to Use the CICMan Utility Use the CICMan utility to vie w and set N AM to CICM session information for a NAM CallRouter . For use with N AM Call Routers only . Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . To Access [...]

When you do this: • Separate indi vidual commands by a new line. • Do not enter input fl ags. • Do not enter an input fi le name in the arguments fi eld. Step 5 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 6 If desired, check Ele va[...]

Parameter Descriptions • cicr_meters, cmeters: Displays the CICR meters for both CIC sides. • echo: Controls echoing of command lines • error_stop: Controls setting of stop on error fl ag. • glbl_meters, gmeters: Displays the global meters for both CIC sides. • help, ?: Display program description. • link_ctrl, lctrl: Used in upgrade t[...]

Note: When entering arguments, the ctitest command is already implied. Do not enter it in the Arguments fi eld. Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 5 If desired, check Ele vate Command Priority . This ensures the command wil[...]

c:abc>ctitest: config /hostb <ctiserver_hostnameB> /portB <ctiserver_portB> Note: • In the abov e example, <ctiserv er_hostnameA> <ctiserver_hostnameB> represents the IP address or host name of the CTI Server or PG side A and B, and <ctiserver_portA> <ctiserver_portB> represents the port number of side A a[...]

Syntax: CTITest: login /? usage: agent_login ID PASSWORD [/periph N] [/ instrument N] [/reason N] [/position N] [/supervisor N] [/auctoIN] [/ manualIN] [/skill N[.pri] [/skill N[.pri]] ] Based on the type and con fi guration of the A CD, you need to provide these parameters for a successful login. Once connected, you can change agent states, answe[...]

Parameters: Command: [/alertRings N] [/callopt TYPE] [/priority] [/postroute] [/ TG N] [/SG N] [/authorize code] [/account code] [/periph n] [/instrument N] get_agent_state (state) [/periph N] [/instrument N] [/ext string] [/id string] get_agent_stats(stats) [/periph N] [/skill N] [/skillID N] get_skill_stats (sk_stats) [/periph N] [/callid N.devid[...]

Step 3 In the Arguments fi eld, enter desired ar guments, as described in the Using section below . Note: When entering arguments, the dbdif f command is already implied. Do not enter it in the Arguments fi eld. Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run [...]

Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . To Access DumpCfg from the Dashboard T o run DumpCfg from the Support T ools Dashboard: Step 1 Use the System Select screen to select the system (namely , PG) you want to work with. Step 2 From the D[...]

Y ou can use ICMDBA to: • Estimate size and bandwidth requirements for databases. • Create, edit and delete central databases, local databases, and historical database for installed ICM customers. • Resize database de vices. • Recreate a database. • Import/export data to/from databases. • V ie w database properties. In addition, you can[...]

Step 1 Use the System Select screen to select the system you want to work with. Step 2 From the Dashboard menu, select Cisco Common T ools > MPT race. Step 3 In the Arguments fi eld, enter desired ar guments, as described in the Using section below . Note: When entering arguments, the mptrace command is already implied. Do not enter it in the A[...]

RegBase] [/icrroot icmRoot] [/pbreal] [/pb_sb PlaybackSecondsToBackup] [/pb_sync_hh] [/pb_sync_today] [/pb_fsph PlaybackFileStartPositionHint] [/nobuf] [/notracemlink] [/notracemei] [/tracemlkhex] [/tracemeihex] [/notracerd] [/notracetp] [/help] [/?] How to Use the NICROI Utility Use the NICR OI (NIC Remote Operator Interf ace) utility to con fi g[...]

For e xample: c:>nic my_host_name 5300 support my_customer_instancexyzzy Note: In the example abo ve, support and <customer_instance>xyzzyf represent respecti vely the out-of-box admin username and password for this utility . Make appropriate substitutions if these v alues hav e been modi fi ed. Method 2 nic <customer_instance> <[...]

Note: The time sho wn is the time that the log is closed, meaning the time that information stopped being written to that particular log and another log is created. Y ou can see in this list also the size of the fi le. Step 3 If you do not see the date and time you are looking for , you can view more log fi les by typing mgmt fi le list more unt[...]

directory from which you started your NICR OI session. The follo wing two sections are examples of these do wnload commands. Setting the Download Directory The .xdir d:support command allo ws you to set your download directory so all roilog.txt fi les created are automatically transferred to that directory as well as any niclog.xxx fi les do wnl[...]

Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 5 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 6 Click the Run button. To Access NMStart from a Comma[...]

Note: When entering arguments, the nmstop command is already implied. Do not enter it in the Arguments fi eld. Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 5 If desired, check Ele vate Command Priority . This ensures the command will[...]

Note: When entering arguments, the opctest command is already implied. Do not enter it in the Arguments fi eld. Step 4 If desired, in the Commands fi eld, enter (or paste from a batch fi le) a group of commands to run in batch mode. When you do this: • Separate indi vidual commands by a new line. • Do not enter input fl ags. • Do not ente[...]

checksum, check: Requests router to do a checksum. debug_control, deb ug: Controls various kinds of deb ugging output from opc. dump: Requests opc to do a internal state dump to a fi le. dump_agent, da: Dump contents of Agent within OPC. dump_call, dc: Dump OPCs call states. dump_hash, dh: Display OPCs internal hash statistics. dump_struct, ds: Re[...]

trunk_group_trace: Controls T runkGroup tracing in the OPC. tuning_param, tune: Controls tuning in the router . Example The follo wing example sho ws detailed output for the status command: Figure 5: OPC Test Example Output Debug Information Y ou can enable speci fi c debugging within OPCT est by issuing the debug command. T urning up speci fi c [...]

Note: The /noall switch. Leaving tracing turned up can cause performance problems. Exiting and Quitting OPCTest Use the quit command to exit OPCT est. W arning: Use the exit_opc command with caution. This command instructs the OPC process (on both sides of the PG if duplexed) to exit. Node Manager f orces the process to restart, which then f orces [...]

Step 5 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 6 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 7 Click the Run button. To Access Procmon from a Comma[...]

Definition: Command: Ends the program quit, q Directs command input to another input fi le read_file, read Procmon Process-Specific and Troubleshooting Commands Each Peripheral T ype contains a dif ferent set of commands. For a list of commands associated with each peripheral, use mhelp . Each command has its o wn syntax. to determine the syntax, [...]

Accessing RTRTrace R TR T race is an external GUI application present on all ICM nodes as part of that standard ICM installation. It cannot be run from within the Support T ools dashboard. Online documentation is av ailable from within the R TR Trace GUI. T o access R TR T race on an ICM Call Router , from a command line, enter rtrtrace . How to Us[...]

Step 6 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 7 Click the Run button. To Access RTTest from a Command Line on a Node From a command-line on an ICM Call Router , you can access R TT est from any location on the local physical dri ve. F or example: c:>rt[...]

Router Up: 02/21 01:01:45 (24.6 day) Router Sync: 03/11 11:06:20 (6.2 day) (A->B) Status Output: Process The fi rst section, labeled Process in the fi rst column of the status output, sho ws the status of each ICM central site process. One ICM central site consists of an ICM call router and an ICM database logger . In most cases there will be [...]

LastHeartBeat: LastStateChange: Process: 03/17 16:00:15 (27 sec) OK MH 03/11 11:07:03 (6.2 day) B rtr 03/17 16:00:29 (13 sec) OK MH 03/11 11:07:02 (6.2 day) B rts OK 03/11 11:07:02 (6.2 day) B tsyr First some general information is displayed such as Router version and b uild date. Then some statistics are displayed: This is Coordinated Uni versal T[...]

Status Output: Controller The second section, labeled Controller in the fi rst column of the status output, sho ws the status of Cisco ICM peripheral gate way servers. Controller is the name of the controller (ICM Peripheral Gate way) as de fi ned in Con fi gure initial cell rate (ICR). LastHeartBeat: LastStateChange: Controller: 03/17 16:00:39 [...]

In parenthesis is length of time the process has been in current state. Up-T ime Status Output: Peripheral The third section labeled Peripheral in column 1, sho ws the status for third party peripherals such as A CD and VR U devices. Peripheral is the name of the peripheral (A CD or VR U) as de fi ned in Con fi gure ICR. LastHeardFrom: LastStateC[...]

Is the date, time, and length of time since the peripheral last sent v alid data to the ICM peripheral gate way . LastHeardFrom Parameter Descriptions agent_status: Displays the states of agents and their groups. agent_trace: Controls agent tracing in the router . agi_lookup: Sends the router a application gate way lookup request. checksum, check: [...]

dump_indirect_route_meters: Display the routers indirect route meters. dump_locks: Display the status of locks. dump_region: Display the contents of a re gion. dump_struct: Requests router to dump a structure. dump_timers: Sends an message telling the router to display its timers. dump_v ars: Dumps info about router variables. echo: Controls echoin[...]

status: Sends an message telling the router to display its status. stop_log: Requests logmsg to stop logging messages. symbols: Displays names of objects and symbols. test_edit_con fi g: Causes router to load con fi g with the scripted interface. test_edit_script: Causes router to test the script real time data interface. test_indirect_route: T e[...]

All ICM processes write some default le vel of tracing to log fi les that can be vie wed with the T race and Log utility . • When speci fi c trace le vels are enabled, corresponding details are written to router log fi les in the log fi le directory . • Default indi vidual log fi le size is 99k. • Default aggre gate log fi le size is 60[...]

Ending an RTTest Session It is very important that you quit from your R TT est session when fi nished. If too many R TT est sessions are left running in the background, system resources will be drained and call routing will be adversely af fected. T o quit an R TT est session, enter: rttest: quit How to Use the SS7NICTrace Utility Use SS7NICT race[...]

Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 5 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 6 Click the Run button. To Access VRUTrace from a Comm[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 192 Chapter 13: - Using Cisco Common Tools How to Use the VRUTrace Utility[...]

P ar t 7: Using 3r d P ar ty Common T ools 3rd Party Common T ools are a set of third-party utilities, present on all or most W indo ws/ICM systems, that may be useful when troubleshooting ICM components. For the sak e of con venience, the Support T ools Dashboard pro vides direct access to these utilities through its interface. Note: This guide do[...]

Supported Node Operating Systems: Description: Utility Name: W indows 2000, W indows 2003, W indows XP Use to vie w disk free information. df W indows 2000, W indows 2003, W indows XP Use to compare two te xt fi les or two directories. dif f W indows 2000, W indows 2003, W indows XP Use to vie w disk usage information. du W indows 2000, W indows 2[...]

Supported Node Operating Systems: Description: Utility Name: W indows 2000, W indows 2003, W indows XP Use to vie w statistics for the local Server service. Net Statistics Server W indows 2000, W indows 2003, W indows XP Use to vie w statistics for the local W orkstation service. Net Statistics W orks W indows 2000, W indows 2003, W indows XP Use t[...]

Supported Node Operating Systems: Description: Utility Name: W indows 2000, W indows 2003, W indows XP Related to ping command. Use to sho w each intermediary Hop in the TCP/IP netw ork. tracert Useful in troubleshooting LAN and W AN faults. W indows 2000, W indows 2003, W indows XP Use to vie w a count of characters, words, or lines in a fi le. w[...]

Supported Node Operating Systems: Description: Utility Name: W indows 2003, W indows XP Communicates with the Service Controller and installed services. SC.ex e retriev es and sets control information about services. SC W indows 2003, W indows XP Schedules commands and programs to run periodically or at a speci fi c time. Adds and Schtasks remov e[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 198[...]

Using 3rd Party Common Tools Arp -a Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . The Address Resolution Protocol (Arp) allows a host to fi nd the media access control address of a host on the same physical network, gi ven the IP address of the[...]

To Access CAT from the Dashboard T o run CA T from the Support T ools Dashboard: Step 1 In the Arguments fi eld, enter desired ar guments, as described in the Using section below . Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 3 If de[...]

chmod Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Use the CHMOD utility to set fi le permissions. To Access CHMOD from the Dashboard T o run CHMOD from the Support T ools Dashboard: Step 1 In the Arguments fi eld, enter desired ar guments, a[...]

Note: If the en vironment v ariable CHMOD e xists, its v alue is used to establish default options. cp Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Use the CP utility to copy fi les. To Access CP from the Dashboard T o run CP from the Support [...]

-r: recursi vely copy all of the fi les and subdirectories speci fi ed by the fi lename, including the named directory . -v: print out status as the cp progresses. -d: preserve the directory structure of the speci fi ed fi les (which must all be speci fi ed with relati ve paths) when placing them in the speci fi ed directory . For example, &[...]

Using DF - Command Line Options df [ -a | drive_1 [ drive_2 ... ] | -? ] If DF is not gi ven an argument, it will print the free space information for the def ault driv e. Otherwise, unless the -a option is speci fi ed, DF prints the free space information for each of the supplied arguments. Example: df a: b: prints the av ailable free space for d[...]

Step 4 Click the Run button. Using Diff - Command Line Options diff [ -rebidtvo? ] [-O <colors>] oldfile newfile If dif f is giv en two directories, it will dif f each of the fi les in those directories. If dif f is giv en two binary fi les, it will compare them and issue a report if they are dif ferent. If dif f is giv en the -r option, it[...]

Note: • If the en vironment variable DIFF exists, its v alue is used to establish default options. • Y ou can override an option that was speci fi ed in the en vironment v ariable by following the option with a minus '-' sign. For e xample, to turn off the -b option, specify -b-. du Note: This tool can be used in both Interactive Mod[...]

-M: sho w fi le names in their OS-provided mixed-case forms, rather than lo wer-casing them. Note ho wev er that most fi le systems don't allow fi les with names dif fering only by case, and will ignore case dif ferences when looking for a fi le. -?: Display program description. Note: • If the en vironment variable DU exists, its v alue [...]

-m: print the lines that match the pattern (DEF A UL T). -v: print the lines that DON'T match the pattern. -c: print a count of the number of matching lines in each fi le. -l: print the name of each fi le that has a match. Note: Options m, v , c and l are exclusiv e. Only one of these may be selected. -x: the pattern must match the entire li[...]

Step 3 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 4 Click the Run button. Using Findstr - Command Line Options FINDSTR [/B] [/E] [/L] [/R] [/S] [/I] [/X] [/V] [/N] [/M] [/O] [/P] [/F:file] [/C:string] [/G:file] [/D:dir list] [/A:color attributes] [strings] [[d[...]

/D:dir: Search a semicolon delimited list of directories strings: T ext to be searched for . [dri ve:][path] fi lename: Speci fi es a fi le or fi les to search. -?: Display program description. Use spaces to separate multiple search strings unless the argument is pre fi x ed with /C. For example, 'FINDSTR "hello there" x.y'[...]

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 3 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 4 Click the Run button. Using Grep - Command Line Opti[...]

^^a.b+c*(d|e)?[^^f]*^"$ The second added complication is that you may be ex ecuting grep through an additional shell, such as the W inNT cmd.ex e, which has special semantics for |, ^, ", and , and for which you should actually put this on the command line or in your batch fi le: "^^a.b+c*(d|e)?[^^f]*^"$" Or you may be [...]

<count> defaults to 10. head [-<count> | -n <count>] [-vx?] [ file1 ... ] The options for Head are: -<count> or -n <count>: speci fi es the number of lines to display . -v: Print headers gi ving fi le names. -x: Expand tabs into the number of spaces speci fi ed by the T ABS environment v ariable or into 8 spaces if [...]

To Access ISQL from the Dashboard T o run ISQL from the Support T ools Dashboard: Step 1 In the Arguments fi eld, enter desired ar guments, as described in the Using section below . Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 3 If d[...]

Using ISQL ISQL uses the follo wing options: • [-U login id] • [-P password] • [-S server] • [-H hostname] • [-E trusted connection] • [-d use database name] • [-l login timeout] • [-t query timeout] • [-h headers] • [-s colseparator] • [-w columnwidth] • [-a packetsize] • [-e echo input] • [-x max text size] • [-L lis[...]

• [-b On error batch abort] • [-O use Old ISQL behavior disables the following] <EOF> batch processing Auto console width scaling Wide messages default errorlevel is -1 vs 1 • [-? show syntax summary (this screen)] ISQLW Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in [...]

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 3 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 4 Click the Run button. Using LS - Command Line Option[...]

example, four accented W indows/ANSI v ersions of 'A' (0xc0 - 0xc4) all map to 'A' under this con version. Also note that ls will only ev er show single-byte fi lenames, e ven if the underlying fi le system has Unicode fi lenames -- when dealing with a fi le with Unicode characters in its name, the Picnix utilities will try [...]

If the last fi le is a directory , each fi le is moved into a fi le in the destination directory with the same name. If only two fi les are speci fi ed, fi le1 is mo ved to fi le2. If more than two fi les are speci fi ed, the last fi le must be a directory . The options for MV are: -i: ask for con fi rmation before ov erwriting each dest[...]

Step 3 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 4 Click the Run button. Using NBTStat - Command Line Options nbtstat [ [-a RemoteName] [-A IP address] [-c] [-n] [-r] [-R] [-RR] [-s] [-S] [interval] ] The options for NBTStat are: -a (adapter status) Lists the[...]

Note: Because the Dashboard automatically sets the allo wable commands for this tool, the Dashboard screen for this utility does not contain a command line input fi eld. Net Statistics Server Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Use th[...]

Step 4 Click the Run button. Using NetStat - Command Line Options NetStat [-a] [-e] [-n] [-s] [-p proto] [-r] [interval] The options for NetStat are: -a Displays all connections and listening ports. -e Displays Ethernet statistics. This may be combined with the -s option. -n Displays addresses and port numbers in numerical form. -p proto Sho ws con[...]

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 3 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 4 Click the Run button. Using NSLookup - Command Line [...]

The options for PathPing are: -n: Do not resolve addresses to hostnames. -h maximum_hops: Maximum number of hops to search for target. -g host-list: Loose source route along host-list. -p period: W ait period milliseconds between pings. -w timeout: W ait timeout milliseconds for each reply . -T : T est connectivity to each hop with Layer -2 priorit[...]

-t: Ping the speci fi ed host until stopped. T o see statistics and continue - type Control-Break; T o stop - type Control-C. -a: Resolve addresses to hostnames. -n count: Number of echo requests to send. -l sizeSend: buf fer size. -f Set: Don't Fragment fl ag in packet. -I TTL: T ime T o Li ve. -v T OS: T ype Of Service. -r count: Record ro[...]

To Access RM from the Dashboard T o run RM from the Support T ools Dashboard: Step 1 In the Arguments fi eld, enter desired ar guments, as described in the Using section below . Note: When entering arguments, the RM command is already implied. Do not enter it in the Arguments fi eld. Step 2 Specify the command duration time or accept the default [...]

Note: Because the Dashboard automatically sets the allo wable commands for this tool, the Dashboard screen for this utility does not contain a command line input fi eld. Shutdown Tool Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Use the Shutdo[...]

SQLEW Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Use the SQLEW utility to monitor and update SQL Server operating parameters, e xpand databases, and so on. Accessing SQLEW SQLEW is a Microsoft external GUI application present on all W indows [...]

Using Strings - Command Line Options Strings displays printable ASCII strings in the binary fi les speci fi ed on the command line. If no fi les are gi ven, it displays printable ASCII strings in the standard input. strings [ -? ] [ -t <n>] [ -n <n>] [ file1 ... ] The options for strings are: -t <n>: speci fi es the minimum le[...]

Using Tail - Command Line Options T ail displays the last <count> lines of each of the fi les listed on the line. If no fi les are listed, display the last <count> lines of the standard input. <count> defaults to 10. tail [-<count> | -n <count>] [-fvx?] [ file1 ... ] The options for T ail are: -<count> or -n &l[...]

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 3 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 4 Click the Run button. Using Touch - Command Line Opt[...]

Tracert Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . T racert (T race Route) is a route-tracing utility that is used to determine the path that an IP datagram takes to reach a destination. The tracert command uses the IP T ime-to-Liv e (TTL) ?[...]

Step 1 In the Arguments fi eld, enter desired ar guments, as described in the Using section below . Note: When entering arguments, the wc command is already implied. Do not enter it in the Arguments fi eld. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run befor[...]

Note: When entering arguments, the which command is already implied. Do not enter it in the Arguments fi eld. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run before terminating. Step 3 If desired, check Ele vate Command Priority . This ensures the command will [...]

Accessing WinMSD W inMSD is a Microsoft external GUI application present on all W indows 2000 installations. It cannot be run from within the Support T ools dashboard. Step 1 On the W indows Start bar , click Start > Run. Step 2 In the Open fi eld, enter winmsd . Step 3 Click OK NetshDump Note: This tool can be used in both Interactive Mode and[...]

Defragreport Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Displays a volume (hard dri ve) fragmentation report for the hard dri ves on the selected system. Note: Because the Dashboard automatically sets the allo wable commands for this tool, th[...]

Using Eventtriggers - Command Line Options EVENTTRIGGERS /parameter [arguments] The options for Eventtriggers are: /Create: Create a ne w Event T rigger . /Delete: Deletes an Event T rigger by its trigger ID. /Query: Displays the Event T rigger properties and settings. /?: Displays help/usage. Examples (Addition Command Line Option help is provided[...]

Step 1 In the Arguments fi eld, enter desired ar guments, as described in the Using section below . Note: When entering arguments, the logman command is already implied. Do not enter it in the Arguments fi eld. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of time the command will attempt to run b[...]

Options: • -? Displays context sensiti ve help. • -s <computer> Perform the command on speci fi ed remote system. • -con fi g < fi lename> Settings fi le containing command options. • -b <M/d/yyyy h:mm:ss[AM|PM]> Begin the collection at speci fi ed time. • -e <M/d/yyyy h:mm:ss[AM|PM]> End the collection at spe[...]

• -fd Flushes all the acti ve b uffers of an e xisting Event Trace Session to disk. • -[-]u [user [password]] User to Run As. Entering a * for the password produces a prompt for the password. The password is not displayed when you type it at the password prompt. • -rf <[[hh:]mm:]ss> Run the collection for speci fi ed period of time. ?[...]

Relog creates ne w performance logs from data in existing performance logs by changing the sampling rate and/or con verting the fi le format. Supports all performance log formats, including W indows compressed logs. To Access Relog from the Dashboard T o run Relog from the Support T ools Dashboard: Step 1 In the Arguments fi eld, enter desired ar[...]

-y Answer yes to all questions without prompting. Examples: relog logfile.csv -c "Processor(_Total)% Processor Time" -o logfile.blg relog logfile.blg -cf counters.txt -f bin relog logfile.blg -f csv -o logfile.csv -t 2 relog logfile.blg -q -o counters.txt SC Note: This tool can be used in both Interactive Mode and Batch Mode . F or deta[...]

qfailure: Queries the actions taken by a service upon f ailure. delete: Deletes a service (from the registry). create: Creates a service. (adds it to the registry). control: Sends a control to a service. sdsho w: Displays a service's security descriptor . sdset: Sets a service's security descriptor . GetDisplayName: Gets the DisplayName f[...]

Step 3 If desired, check Ele vate Command Priority . This ensures the command will run re gardless of the le vel of server acti vity . Step 4 Click the Run button. Using Schtasks - Command Line Options Options for Schtasks are: /Create Creates a ne w scheduled task. /Delete Deletes the scheduled task(s). /Query Displays all scheduled tasks. /Change[...]

Note: Because the Dashboard automatically sets the allo wable commands for this tool, the Dashboard screen for this utility does not contain a command line input fi eld. SysteminfoList Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Displays deta[...]

/PID processid: Speci fi es the PID of the process to be terminated. Use T askList to get the PID. /IM imagename: Speci fi es the image name of the process to be terminated. W ildcard '*' can be used to specify all tasks or image names. /T : T erminates the speci fi ed process and any child processes which were started by it. /F: Speci[...]

TASKKILL /S system /U username /P password /FI "IMAGENAME eq note*" TasklistTable Note: This tool can be used in both Interactive Mode and Batch Mode . F or details on scheduling this tool to run in batch mode see Using Batch Mode . Displays a list of applications and services with their Process ID (PID) for all tasks running on either a [...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 248 Chapter 14: - Using 3rd Party Common Tools TasklistCSV[...]

P ar t 8: Reference Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 249[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 250[...]

Starting and Stopping Support Tools Server/Node Processes This section contains tasks for starting and stopping Support T ools Serv er , Support T ools Node, and Cisco CCBU Support T ools HTTP Server (T omcat). How to Stop and Start the Support Tools Dashboard/Cisco CCBU Support Tools HTTP Server (Tomcat) Y ou stop or restart the Support T ools Das[...]

How to Stop and Start the Support Tools Server Y ou stop or restart the Support T ools Server by stopping or restarting the Appserver service on your Support T ools Serv er machine. When the Appserver service is stopped, users can login to the Support T ools Dashboard but cannot ex ecute any utilities therein. When they attempt to do so, they recei[...]

is enabled or not. The property v alue is STP A.Enabled, and must be set to T rue for the STP A to work. F or example: STP A.Enabled = true Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 253 Chapter 15: Starting and Stopping Support Tools Server/Node Processes How to Enable/Disable the STPA Process[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 254 Chapter 15: - Starting and Stopping Support Tools Server/Node Processes How to Enable/Disable the STPA Process[...]

How to View Support Tools Logs How to View Support ToolsInstall Logs When you install Support T ools, two log fi les that are created: • C:T empSupportT ools_Setup.log This is the general Support T ools install log fi le. If there are any problems installing Support T ools, this would be the fi rst place the support staf f or de velopment wo[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 256 Chapter 16: - How to View Support Tools Logs How to View STPA Log Files[...]

IPSec Settings and Procedures IPSEC is an OS le vel security protocol that adds an extra le vel of security between the ST Server and Node Agents. Whenev er Support T ools is automatically installed, IPSEC must be con fi gured. How to Examine Your IPSec Policy As necessary , you can use the Microsoft Management Console to examine your IPSec polici[...]

Step 11 Optionally , you can run File > Save As to save the current mmc con fi guration to a fi le so you can easily get back to it. How to V iew/V erify the Support T ools Policy The name of the policy created when Support T ools is run is: Cisco Uni fi ed Contact Center . If this policy name e xists, it was most lik ely created via a Suppor[...]

Step 2 Launch the Microsoft Management Console. Step 3 Double-Click on the Cisco Uni fi ed Contact Center policy . Select the CUCC policy and click Edit. Step 4 Select the Cisco fi lter list from the IP Filter List tab, and click Edit. Step 5 A ne w dialog box opens, displaying the IP fi lters for the selected Filter List. Examine the entries fo[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 260 Chapter 17: - IPSec Settings and Procedures[...]

How to Modify the Login Screen Disclaimer By default, the Support T ools Dashboard login page displays this disclaimer: "IT IS AN OFFENSE T O CONTINUE WITHOUT PR OPER A UTHORIZA TION. This system is restricted to authorized users. Indi viduals attempting unauthorized access will be prosecuted." Y ou can modify the text of this message by [...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 262 Chapter 18: - How to Modify the Login Screen Disclaimer[...]

How to Confirm the Support Tools Build Number As necessary (for example, when making a support call), you can con fi rm the v ersion and build number of your Support T ools Serv er from the Support T ools Dashboard. T o con fi rm the version and b uild number of your Support T ools Server , On the Dashboard menu, select Support T ools. Y our vers[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 264 Chapter 19: - How to Confirm the Support Tools Build Number[...]

Support Tools Troubleshooting Installation Problems Install Hangs Symptom: Install of Support T ools hangs Message: Cause: During installation, the installer tries to close the "Computer Management" windo w because it contains a list of the running services that hav e to be updated. If there is an open/acti ve dialog box anywhere from tha[...]

Cause: The Services are not created and/or do not start. Action: Examine the installation log fi les for any errors that occurred during the Support T ools installation. Also check for the existence of the Support T ools services. Support Tools Installs Disabled Symptom: Support T ools installs b ut the Support T ools service is disabled. Message:[...]

Possible Causes: • Incorrect URL entered • Incorrect port entered in URL • T omcat W eb server not started on Support T ools server • Support T ools Serv er or LAN connectivity do wn. Action: Possible W orkarounds: 1. Re-type URL: http://<hostname>:8188/uiroot . 2. By default, Cisco CCBU Support T ools HTTP Server (T omcat) b undled w[...]

Local Users: 1. Name: <localhost><username> 2. Passw ord: <local_password> Note: Local users are typically administrators for whom W indo ws user accounts ha v e been set up on the Support T ools Serv er machine. This allo ws them to access the Dashboard in scenarios when normal network authentication is una vailable. The Support[...]

Cause: Possible Causes: • The machine, or LAN connection to that machine, is do wn • Machine is identi fi ed incorrectly in Support T ools System List • Support T ools Node not installed on that machine • Support T ools Node Agent Service stopped on that machine Action: Possible W orkarounds: 1. Con fi rm that the machine is running and t[...]

Error Processing Request message returned when attempting to run a utility Message: Error Processing Request Cause: Possible Causes: • That utility is not installed on the current system • Appserver service not stated on the Support T ools Server Action: Possible W orkarounds: • Some utilities are only av ailable for use on speci fi c ICM co[...]

Dashboard online help does not display when selected. Message: Cause: Popup blockers enabled on client machine. Action: Disable popup blocking. Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 271 Chapter 20Troubleshooting Support Tools Troubleshooting Dashboard Problems[...]

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 272 Chapter 20 Troubleshooting - Support Tools Troubleshooting Dashboard Problems[...]

Index batch mode.... 39 Dashboard Pri vileges.... 72 Frequently Asked Questions.... 24 Logging in.... 72 Ports.... 17 Security.... 43 Support T ools about installing.... 49 con fi guration.... 61 features.... 21 logging in.... 72 network topology.... 23 ports.... 17 troubleshooting.... 266 uninstalling.... 67 Upgrading.... 68 Support T ools Node A[...]