Cisco 1.0 (1) - Manuals

Cisco Support Tools 1.0 User Guide About Cisco Support Tools Documentation 8 Support Tools Document Conventions Support Tools documentation uses the following conventions: Note Indicates information of particular interest or significance. Caution Indicates the possibility of an adverse condition, su...

Cisco Support Tools 1.0 User Guide About Cisco Support Tools Documentation 9 Part 1: Support Tools Overview

Cisco Support Tools 1.0 User Guide About Cisco Support Tools 1.0(1) 10 About Cisco Support Tools 1.0(1) Cisco Support Tools 1.0(1) is a suite of over fifty utilities that allow you to manage and troubleshoot the ICM servers which process call load, routing, and reporting. Through Support Tools, you ...

Cisco Support Tools 1.0 User Guide About Support Tools Components 12 About Support Tools Components Support Tools uses a client/server architecture to support remote ICM systems. The architecture is comprised of the Support Tools Server and the Support Tools Node. The server and node connect using T...

Cisco Support Tools 1.0 User Guide About Support Tools Components 13 Note: The Support Tools Server installation automatically installs the Node Agent Service to the Support Tools Server, ensuring that this machine can also be managed through Support Tools. See Also For related information, see: Abo...

Cisco Support Tools 1.0 User Guide About Support Tools Network Topology 14 About Support Tools Network Topology The Support Tools Server is installed to a standalone server or a client ICM Admin Workstation in your network. To ensure redundancy, the Support Tools Server can be installed to multiple ...

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 16 About Support Tools Utilities Support Tools includes over fifty utilities to monitor, administer, and configure ICM systems on which the Support Tools Node is installed. Utilities are grouped into these categories: • Cisco Web utili...

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 17 • rtrtrace • sqlew • ss7nictrace • winmsd Privileged Utilities Some utilities, when accessed through the Support Tools Dashboard, can only be used by members of the Support Tools privileged user group. If you are not a member of the...

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 18 Support Tools Utilities List The following tables list and describe the utilities accessible through Support Tools. Utilities are grouped into these categories: • Cisco Web utilities • Cisco Common utilities • Common utilities Cisco...

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 19 Cisco Common Utilities The following Support Tools utilities were created by Cisco specifically for use with ICM. Most can be run both from within the Dashboard interface, or from an external command line. Utility Name: Description:...

Cisco Support Tools 1.0 User Guide About Support Tools Utilities 20 opctest Use to interpret a Peripheral Gateways (PG) status, statistics, etc. It is also possible to enable specific debug tracing in the OPC process. PGs X procmon General-purpose debugging tool. Can be used in conjunction with vari...

Cisco Support Tools 1.0 User Guide About the Support Tools Dashboard 24 About the Support Tools Dashboard The Support Tools Dashboard is a browser-based desktop that allows you to access and use all Support Tools utilities through a single interface. The Dashboard integrates access to all ICM system...

Cisco Support Tools 1.0 User Guide About Support Tools Security 26 About Support Tools Security Support Tools operates with the following security restrictions: A. Access to Support Tools is limited to the local network. Remote access via the Internet is not supported. Users must authenticate agains...

Cisco Support Tools 1.0 User Guide About Support Tools Platforms 27 About Support Tools Platforms This section provides platform support information for Support Tools 1.0(1), including: • ICM Platform • Support Tools Server Platform • Support Tools Node Platforms • Support Tools Dashboard Browser Su...

Cisco Support Tools 1.0 User Guide About Support Tools Platforms 28 Support Tools Node Platform The Support Tools Node can be installed on any ICM nodes listed below that you want to manage through Support Tools. All ICM 5.0 nodes run on the Windows 2000 Server sp3 platform: • Cisco CallManager (CCM...

Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 29 Frequently Asked Questions About Support Tools This section gives brief answers some to some common questions about Support Tools. All of the subjects addressed here are described in greater detail elsewhere in this...

Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 31 Part 2: Installing and Configuring Support Tools

Cisco Support Tools 1.0 User Guide Frequently Asked Questions About Support Tools 32 Section I. Installing Support Tools

Cisco Support Tools 1.0 User Guide About Installing Support Tools 33 About Installing Support Tools Installing Support Tools 1.0(1) consists of: A. Installing the Support Tools Server to a central server with access to your ICM system. If desired, you can install the Support Tools on multiple server...

Cisco Support Tools 1.0 User Guide About Installing Support Tools 34 Step 3. Create the Distinguished User Account The Support Tools Server installs the Tomcat Web server which runs as a service. This service must run as a distinguished user. To do this: A. Prior to installing the Support Tools Serv...

Cisco Support Tools 1.0 User Guide About Installing Support Tools 35 Step 8. Enable ports for Support Tools Support Tools uses the following ports: • Tomcat (the Support Tools Web server) by default listens for HTTP requests on port 8188. It listens for HTTPS requests (used if you configure the Dash...

Cisco Support Tools 1.0 User Guide How to Collect Information for a Support Tools Installation 37 How to Collect Information for a Support Tools Installation Installation Step 1 Prior to installing Support Tools, collect the following information that you will need to provide during the install: For...

Cisco Support Tools 1.0 User Guide How to Create Support Tools User Groups 39 How to Create Support Tools User Groups Installation Step 2 Support Tools recognizes two categories of users: • Privileged users have full access to all Support Tools functionality, including tools and commands that can be...

Cisco Support Tools 1.0 User Guide How to Create the Distinguished User Account 41 How to Create the Distinguished User Account Installation Step 8 The Support Tools Server installs the Tomcat Web server which runs as a service. This service must run as a distinguished user. To do this: A. Prior to ...

Cisco Support Tools 1.0 User Guide How to Create the Distinguished User Account 42 If the Distinguished User specified during installation is my_domain\TomcatSvcAcct , then my_domain\TomcatSvcAcct must be given the rights listed above to the Support Tools root directory and all of its subdirectories...

Cisco Support Tools 1.0 User Guide About Support Tools Server Hardware and Software Prerequisites 43 About Support Tools Server Hardware and Software Prerequisites Installation Step 3 The machine on which you install the Support Tools Server must meet the following requirements for: • Hardware • Sof...

Cisco Support Tools 1.0 User Guide About Support Tools Server Hardware and Software Prerequisites 44 • Apache Tomcat 4.0.6 Caution: Because Support Tools Server installs the Apache Tomcat Web Server as a service, and with specific port requirements, DO NOT install it on a machine with a pre-existing...

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Server 45 How to Install the Support Tools Server Installation Step 4 You can install the Support Tools Server on any server with access to your ICM system. Before installing the Support Tools Server, ensure that the machine meets t...

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Server 46 6. Specify values for each of the following: Destination Path: Specify the location to install the Support Tools Server, or accept the default: c:\Cisco\CCBU\supporttools . You can install the Support Tools Server to any l...

Cisco Support Tools 1.0 User Guide About Support Tools Node Hardware and Software Prerequisites 48 About Support Tools Node Hardware and Software Prerequisites Installation Step 5 The machine on which you install the Support Tools Node must meet the following requirements for: • Hardware • Software ...

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Node 49 How to Install the Support Tools Node Installation Step 6 You can install the Support Tools Node on any ICM node that you want to manage through Support Tools. Note that the Node Agent is automatically included in the Suppor...

Cisco Support Tools 1.0 User Guide How to Install the Support Tools Node 50 Destination Path: Specify the location to install the Support Tools Node, or accept the default: c:\Cisco\CCBU\supporttools . You can install the Support Tools Node to any location on the local machine. Note: If you plan on ...

Cisco Support Tools 1.0 User Guide How to Enable Ports for Support Tools 51 How to Enable Ports for Support Tools Installation Step 7 Support Tools has the following port requirements: Tomcat HTTP and HTTPS Port Tomcat bundled with Support Tools by default listens for HTTP requests on port 8188 and ...

Cisco Support Tools 1.0 User Guide How to Test the Support Tools Installation 53 How to Test the Support Tools Installation Installation Step 9 After installing Support Tools, you should test your installation by: • Accessing the Support Tools Dashboard. • Testing the connection to Support Tools Nod...

Cisco Support Tools 1.0 User Guide How to Test the Support Tools Installation 55 Section II. Configuring Support Tools

Cisco Support Tools 1.0 User Guide About Configuring Support Tools 56 About Configuring Support Tools All basic configuration required by Support Tools is set during installation. Immediately after installation, no further configuration is necessary to begin using the product. However, at some point...

Cisco Support Tools 1.0 User Guide How to Modify Support Tools Basic Configuration 57 How to Modify Support Tools Basic Configuration The basic configuration settings necessary to run Support Tools (network time server, privileged use group, Repository path, and TCP/IP port) are specified during ins...

Cisco Support Tools 1.0 User Guide How to Modify Support Tools Basic Configuration 58 TCP/IP Port: The port the Support Tools Server uses to communicate with Support Tools Nodes. Note: When changing this value, remember to ensure that the port you choose is available on all Support Tool Nodes, and t...

Cisco Support Tools 1.0 User Guide How to Disable Continuous Virus Scan for the Repository 60 How to Disable Continuous Virus Scan for the Repository Support Tools writes a large number of files (.log, .txt, and .zip) to the Repository in the course of normal use. The quantity of these files, if use...

Cisco Support Tools 1.0 User Guide How to Configure the Dashboard Login for SSL 61 How to Configure the Dashboard Login for SSL If desired, for extra security, you can configure the Support Tools Dashboard Login page to use SSL. This ensures that user passwords are encrypted when they are sent to th...

Cisco Support Tools 1.0 User Guide How to Modify the Process Information List 63 How to Modify the Process Information List The process information list stores information about specific processes and services. The information from this file is then displayed to Support Tools users when they use the...

Cisco Support Tools 1.0 User Guide How to Modify the Process Information List 64 Example: <process type="known" name="notepad.exe" manufacturer="Microsoft"><help>This is Microsoft's Notepad text editor</help> When editing the file, consider the following: • ...

Cisco Support Tools 1.0 User Guide How to Configure SQL for Use with the System Interrogate Tool 66 How to Configure SQL for Use with the System Interrogate Tool In order for the Support Tools System Interrogate utility to access and report on an ICM system's SQL database information, it must have a...

Cisco Support Tools 1.0 User Guide How to Configure SQL for Use with the System Interrogate Tool 67 Section III. Uninstalling/Reinstalling Support Tools

Cisco Support Tools 1.0 User Guide How to Uninstall Support Tools 68 How to Uninstall Support Tools As desired, you can uninstall the Support Tools Server or Node by following the steps below. Note that it is not necessary to uninstall either as a precursor to reinstalling the product. This topic de...

Cisco Support Tools 1.0 User Guide How to Uninstall Support Tools 69 Programs > Cisco Support Tools 1.0(1). 3. If desired, after running the uninstaller, use Windows Explorer or a similar file management tool to delete the Support_Tool s directory. Note: After removing Support Tools from an ICM n...

Cisco Support Tools 1.0 User Guide How to Re-Install Support Tools 70 How to Re-Install Support Tools As desired, you can re-install the Support Tools Server or the Support Tools Node, using the same steps employed for an initial installation. The following guidelines apply to reinstalling both the ...

Cisco Support Tools 1.0 User Guide How to Re-Install Support Tools 72 Part 3: Using the Support Tools Dashboard

Cisco Support Tools 1.0 User Guide About Using the Dashboard for the First Time 73 About Using the Dashboard for the First Time This topic describes some basic, important information on using the Support Tools Dashboard that all new users should be aware of. Accessing Utilities in the Dashboard All ...

Cisco Support Tools 1.0 User Guide About Using the Dashboard for the First Time 74 1) The Support Tools node must have been installed on the node, and... 2) You must know the node's DNS entry or IP address. It is important to note that the Support Tools Server has no automatic system discovery capab...

Cisco Support Tools 1.0 User Guide How to Access the Support Tools Dashboard 75 How to Access the Support Tools Dashboard To access the Support Tools Dashboard: 1. Open a Web browser (ST supports IE 5.5 or greater) and in the Address line, enter: http<hostname_or_ip_address>:<Tomcat_HTTP_po...

Cisco Support Tools 1.0 User Guide How to Use the Select System Screen 76 How to Use the Select System Screen Use the Select System screen to: • Select the Support Tools node you want to work with • Add a node to the system list You must select a system before you can interact with it through utilit...

Cisco Support Tools 1.0 User Guide How to Use the Select System Screen 77 network connection to the node is active; the Support Tools Node Agent Service is installed and running on the node. To Add a Support Tools Node to the System List Adding a node to the system list makes it available for quick ...

Cisco Support Tools 1.0 User Guide How to Use the System Management Screen 78 How to Use the System Management Screen Use the System Management screen to: • Add Support Tools nodes to the Support Tools system list • Delete nodes from the system list • Test the connection between the Support Tools Se...

Cisco Support Tools 1.0 User Guide How to Use the System Management Screen 79 list; the network connection to the node is active; the Support Tools Node Agent Service is installed and running on the node. To Delete a Node from the System List To delete a Support Tools node from the system list: 1. I...

Cisco Support Tools 1.0 User Guide How to End a Dashboard Session 80 How to End a Dashboard Session To terminate a Dashboard session, click the Logout link in the Dashboard. Dashboard sessions also time out automatically after 60 minutes after you close your browser. Note that: • Sessions will not t...

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 81 About Dashboard Troubleshooting This topic lists some basic problems you may encounter accessing and using the Support Tools Dashboard and some possible workarounds. Login/Connection Problems The following table describes possible...

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 82 Symptom: Possible Cause: Possible Workaround: Can Access Dashboard Login Page but cannot log in Incorrect or invalid username or password entered. Re-enter username and password as follows: Network Users: Name: <windows_network...

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 84 Part 4: Using Support Tools Utilities

Cisco Support Tools 1.0 User Guide About Dashboard Troubleshooting 85 Section I. Using Cisco Web Utilities

Cisco Support Tools 1.0 User Guide About Cisco Web Utilities 86 About Cisco Web Utilities Cisco Web utilities are a set of Cisco-authored utilities specifically designed for use with the Support Tools 1.0(1). They are installed to all Support Tools nodes. All Cisco Web utilities can be run either fr...

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Screen 88 How to Use the System Interrogate Screen Use the System Interrogate screen to view information about the current system. You can: • View system information on: i. Operating system and hardware ii. ICM node iii. Third-part...

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Screen 90 Third-Party Information Field: Description: SQL Server ICM database information. Includes: y SQL Service Pack Version y SQL Config Settings y SQL Database Memory Available y SQL Database Memory In Use y SQL Disk Space Use...

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Screen 91 ƒ All files are saved to an XML-formatted text file. While you can enter any extension you like, this will not affect the format in which the file is saved. 4. Click OK. The file is saved to the Repository on the Support ...

Cisco Support Tools 1.0 User Guide How to Use the Registry Screen 92 How to Use the Registry Screen Use the Registry screen to: • View the ICM Windows registry settings for the current system • Save registry settings to a file To open the Registry screen, from the Dashboard menu, select Cisco Web To...

Cisco Support Tools 1.0 User Guide How to Use the Registry Screen 93 displays stating: "Data for this key has not been fetched." 3. Click the Fetch Registry link to retrieve registry data for that instance. To Save Registry Settings to a File As desired, you can save current registry setting...

Cisco Support Tools 1.0 User Guide How to Use the Files Screen 94 How to Use the Files Screen Use the Files screen to work with Support Tools files previously saved to the Support Tools Repository. You can: • View saved files • Rename saved files • Delete saved files • Download saved files You can a...

Cisco Support Tools 1.0 User Guide How to Use the Files Screen 95 To Rename a File To rename a saved file: 1. Check the file's Select check box. 2. Click the Rename button. A Save dialog opens, displaying the current name of the file. 3. Modify the name as desired. Note that all files are saved to a...

Cisco Support Tools 1.0 User Guide How to Use the Compare Registries Screen 96 How to Use the Compare Registries Screen Use the Compare Registries screen to: • Compare the ICM Windows registry settings between: i. The current system and another system ii. The current system and a registry file store...

Cisco Support Tools 1.0 User Guide How to Use the Compare Registries Screen 97 3. Select the file you want to compare to. 4. Click the Compare Registry to File button. To Compare Two Saved Registry Files To compare the contents of registry settings from two registry files previously saved to the Sup...

Cisco Support Tools 1.0 User Guide How to Use the Compare Registries Screen 98 C. The right-hand pane shows (at the top) the path for the selected key, and (beneath) values for that key. Each value is composed of three parts: a name, a type, and data. These are color coded as follows: ƒ Parts of a v...

Cisco Support Tools 1.0 User Guide How to Use the Compare Registries Screen 99 you want to copy. 2. Select the value by clicking its radio button. Values whose data cannot be copied (for example, because the values are already identical, or because you are comparing two files) will not have a radio ...

Cisco Support Tools 1.0 User Guide How to Use the Processes Screen 101 How to Use the Processes Screen Use the Processes screen to: • View all processes running on the current system • Terminate processes on the current system • Save a list of processes to a file To open the Processes screen, from t...

Cisco Support Tools 1.0 User Guide How to Use the Processes Screen 102 Note: You cannot stop Critical (blue) processes. Critical processes are those that your company has designated as essential to the health of the current system. For these processes, the Select/Stop check box is disabled. 3. Click...

Cisco Support Tools 1.0 User Guide How to Use the Services Screen 103 How to Use the Services Screen Use the Services screen to: • View all Services installed on the current system • Stop and start services on the current system • Save a list of Services to a file To open the Services screen, from t...

Cisco Support Tools 1.0 User Guide How to Use the Services Screen 104 To Stop or Start a Service To stop or start a service on the current system: 1. With the list of services displayed, select the appropriate check box (Start or Stop) for one or more services. Note: You cannot stop Critical (blue) ...

Cisco Support Tools 1.0 User Guide How to Use the Services Screen 105 3. Click OK. The file is saved to the Repository on the Support Tools Server. Subsequent to saving, you can view or download saved files by selecting Services > Files from the Dashboard menu. See Also For related information, s...

Cisco Support Tools 1.0 User Guide How to Use the Log Collector 106 How to Use the Log Collector Use the Log Collector to collect logs from ICM or related Cisco product nodes running the Support Tools Node. Multiple collected logs can be retrieved as separate files or merged into a single file to pr...

Cisco Support Tools 1.0 User Guide How to Use the Log Collector 107 What are Merged Logs? The Log Collector allows you to create merged logs, logs which combine different logs from different systems into a single file. Within a merged log, individual log entries are listed by date and time, allowing...

Cisco Support Tools 1.0 User Guide How to Use the Log Collector 108 CCS, CEM, and CMB Log Entries <product> @ <host_name> +: >: (<utc date/time>) <local date/time> For example, an ICM log entry might be prefaced by: ICM@my_logger + instance_1, logger_a, ccag: (09/04/2003 1...

Cisco Support Tools 1.0 User Guide How to Use the Create Log Group Screen 109 How to Use the Create Log Group Screen Use the Create Log Group Screen to create a log group. A log group is a specification that defines the products, systems, and processes you want to pull logs for. To open the Create L...

Cisco Support Tools 1.0 User Guide How to Use the Create Log Group Screen 110 ƒ System: The ICM system name ƒ Customer: The ICM customer instance(s) on the system ƒ Node: The ICM node ID (for example, pg1a, pg1b, router a, router b) ƒ Process: The process(es) on that node for which logs can be colle...

Cisco Support Tools 1.0 User Guide How to Use the Log Groups Screen 111 How to Use the Log Groups Screen Use the Log Groups Screen to administer log groups once they have been created. You can: • View details of log groups • Edit log group definitions • Rename log groups • Delete log groups To open ...

Cisco Support Tools 1.0 User Guide How to Use the Log Groups Screen 112 To Edit a Log Group Definition Once created, log groups do not update automatically to reflect subsequent changes made to products installed on the systems they include; If and when these changes occur, you must edit the group t...

Cisco Support Tools 1.0 User Guide How to Use the Log Groups Screen 113 ƒ Node: The CCM process(es) for which logs can be collected--CCM or CTI. 9. Click Finish. The log group is now available to use in a log collection (on the Create Log Collection screen). To Rename a Log Group To rename a log gro...

Cisco Support Tools 1.0 User Guide How to Use the Create Log Collection Screen 114 How to Use the Create Log Collection Screen Use the Create Log Collection Screen to create a log collection. A log collection is a specification that defines the log group(s) and time range you want to collect logs fo...

Cisco Support Tools 1.0 User Guide How to Use the Log Collections Screen 116 How to Use the Log Collections Screen Use the Log Collections Screen to view and administer collected logs. You can: • View details of log collections • Download collected logs • Delete log collections To open the Log Colle...

Cisco Support Tools 1.0 User Guide How to Use the Log Collections Screen 117 4. Click the Download button. 5. When prompted, choose the Save to Disk option. Note: Logs download in a single zip file which must be extracted in order to view. Log File Naming Conventions Log files use the following nami...

Cisco Support Tools 1.0 User Guide About Using Cisco Web Utilities from a Command Line 119 About Using Cisco Web Utilities from a Command Line While primarily designed for use through the Dashboard, Cisco Web Utilities can also be run from a command line on any Support Tools node. This can be useful...

Cisco Support Tools 1.0 User Guide About Using Cisco Web Utilities from a Command Line 120 Selecting a System to Use When run from a command line, unless otherwise specified, Cisco Web utilities assume that the local machine is both: A) The application server (the machine from which the utility shou...

Cisco Support Tools 1.0 User Guide About Using Cisco Web Utilities from a Command Line 121 If a remote Support Tools Server is to serve as both the application server and the target of the command, you must specify that machine as both the application server and the target system. For example: >i...

Cisco Support Tools 1.0 User Guide How to Use the Services Utility from a Command Line 123 How to Use the Services Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Services utility can also be run from a command line any node, as desired. Use the Ser...

Cisco Support Tools 1.0 User Guide How to Use the Services Utility from a Command Line 124 dependencies while those dependencies are running. If you attempt to stop such a service, the utility returns a message stating that dependent services are running. Command Line Options Command: Description: E...

Cisco Support Tools 1.0 User Guide How to Use the Services Utility from a Command Line 125 Command: Description: Example: save Saves the latest list command results to a services file in the application server's Repository. Saved output is stored as XML-formatted text. If no file name is specified, ...

Cisco Support Tools 1.0 User Guide How to Use the Processes Utility from a Command Line 127 How to Use the Processes Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Processes utility can also be run from a command line any node, as desired. Use the ...

Cisco Support Tools 1.0 User Guide How to Use the Processes Utility from a Command Line 129 Command: Description: Example: view Displays the contents of a processes file from the Repository on the application server. Optionally, you can include an argument to dump this output to a local file. Output...

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Utility from a Command Line 131 How to Use the System Interrogate Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the System Interrogate utility can also be run from a command line any...

Cisco Support Tools 1.0 User Guide How to Use the System Interrogate Utility from a Command Line 133 Command: Description: Example: rename, ren Renames a System Interrogate file in the Repository on the application server. >rename <filename> <new_filename> read_file, read Directs comm...

Cisco Support Tools 1.0 User Guide How to Use the Registry Utility from a Command Line 134 How to Use the Registry Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Registry utility can also be run from a command line any node, as desired. Use the Reg...

Cisco Support Tools 1.0 User Guide How to Use the Registry Utility from a Command Line 135 Using the Registry Utility from a Command Line Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. Note: Using Help or ? also displays this ...

Cisco Support Tools 1.0 User Guide How to Use the Registry Utility from a Command Line 136 Command: Description: Example: view Displays the contents of a registry file from the Repository on the application server. Optionally, you can include an argument to dump this output to a local file. Output i...

Cisco Support Tools 1.0 User Guide How to Use the Compare Registries Utility from a Command Line 138 How to Use the Compare Registries Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Compare Registries utility can also be run from a command line any...

Cisco Support Tools 1.0 User Guide How to Use the Compare Registries Utility from a Command Line 139 Using the Compare Registries Utility from a Command Line Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. Note: Using Help or ?...

Cisco Support Tools 1.0 User Guide How to Use the Compare Registries Utility from a Command Line 141 Examples Performing a Registry Comparison The following table shows a sample registry comparison request, with a description of each entry. Command Option: Description: >registry Invokes the Regis...

Cisco Support Tools 1.0 User Guide How to Use the Log Groups Utility from a Command Line 143 How to Use the Log Groups Utility from a Command Line Use the Create Log Group Screen to: • Create log groups • View details of log groups • Edit log group definitions • Rename log groups • Delete log groups...

Cisco Support Tools 1.0 User Guide How to Use the Log Groups Utility from a Command Line 144 Using the Log Groups Utility from a Command Line Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. Note: Using Help or ? also displays t...

Cisco Support Tools 1.0 User Guide How to Use the Log Groups Utility from a Command Line 145 Command: Description: Example: log_group_description, lgdesc Optionally, sets a description for the current log collection. >lgdesc <description> close_log_group, closelg /save Closes and saves the ...

Cisco Support Tools 1.0 User Guide How to Use the Log Collection Utility from a Command Line 147 How to Use the Log Collection Utility from a Command Line Use the Log Collection utility to: • Create a log collection • Download collected logs • View details of log collections • Delete log collections...

Cisco Support Tools 1.0 User Guide How to Use the Log Collection Utility from a Command Line 149 Command: Description: Example: rename_log, ren Renames a log collection in the application server's Repository. >ren <old_collection_name> <new_collection_name> Note: Maximum length for na...

Cisco Support Tools 1.0 User Guide How to Use the Log Collection Utility from a Command Line 150 Command Option: Description: Note: Applies to ICM products only. CCM, CMB, CEM, and CCS are not affected by this option. >merge on Optionally, specifies that logs should be merged. If not specified, d...

Cisco Support Tools 1.0 User Guide How to Use the Log Collection Utility from a Command Line 152 Section IV. Using Cisco Common Utilities

Cisco Support Tools 1.0 User Guide About Cisco Common Utilities 153 About Cisco Common Utilities Cisco common utilities are a set of Cisco-authored utilities designed for use with the ICM components supported by Support Tools 1.0(1). Accessing Cisco Common Utilities Most Cisco common utilities are c...

Cisco Support Tools 1.0 User Guide About Cisco Common Utilities 154 Cisco Common Utilities at a Glance Utility Name: Description: Installed On: Dashboard Privileged Users Only: External GUI--No Dashboard or Command-Line Access: cicman Use on a NAM CallRouter to view and set NAM to CICM session infor...

Cisco Support Tools 1.0 User Guide How to Use the CICMan Utility 158 How to Use the CICMan Utility Use the CICMan utility to view and set NAM to CICM session information for a NAM CallRouter. For use with NAM Call Routers only. To Access CICMan from the Dashboard To run CICMan from the Support Tools...

Cisco Support Tools 1.0 User Guide How to Use the CICMan Utility 159 Using CICMan Command Line Options Syntax: cicman [/f InputFile] [/system SystemName] [/cust Customer] [/node ICMNode] [/pipe OutputPipe] [/debug] [/stop] [/help] [/?] Parameter Descriptions cicr_meters, cmeters : Displays the CICR ...

Cisco Support Tools 1.0 User Guide How to Use the CTITest Utility 160 How to Use the CTITest Utility Use the CTITest utility to debug in a Cisco ICM CTI environment. CTITest can be used as an interactive CTI client for demonstration or debugging purposes. It connects to the CTI Server through a sock...

Cisco Support Tools 1.0 User Guide How to Use the CTITest Utility 161 Using CTITest Starting CTITest requires: • The CTI Server (PG) IP address • The socket number • The agent ID and login information Note: In addition to ctitest.exe , trace dll ( icrmsgs.dll ) is also located in the <icm_root>...

Cisco Support Tools 1.0 User Guide How to Use the CTITest Utility 162 5. It is suggested that you turn off heartbeats while debugging the CTI issues. To configure heartbeat to -1, use the command: c:\abc\>ctitest: config /hb -1 6. Configure the agent to determine the desired Client Events for Cli...

Cisco Support Tools 1.0 User Guide How to Use the DBDiff Utility 165 How to Use the DBDiff Utility Use the DBDiff utility to perform comparisons of database tables from two different databases. For example, you might want to check that the ICR_Locks table contains the same data on both sides of a Ce...

Cisco Support Tools 1.0 User Guide How to Use the DBDiff Utility 166 For example: dbdiff cust1_sideA.ICR_Locks@geoxyzlgra cust1_sideB.ICR_Locks@geoxyzlgrb You can also use the batch script diffconfig.bat to invoke DBDiff for various tables to automatically compare two ICM databases. S yntax: diffcon...

Cisco Support Tools 1.0 User Guide How to Use the DumpCfg Utility 167 How to Use the DumpCfg Utility Use the DumpCfg utility to analyze records in the ICM Config_Message_Log table to determine what actions have been performed on an ICM system, when, by whom, and using what applications. For use with...

Cisco Support Tools 1.0 User Guide How to Use the ICMDBA Utility 169 How to Use the ICMDBA Utility Use ICMDBA, the ICM Database Administration tool, to create, monitor, and edit ICM databases, including Logger, HDS, and AWDB databases. You can also use ICMDBA to manage various SQL Server operating p...

Cisco Support Tools 1.0 User Guide How to Use the MPTrace Utility 170 How to Use the MPTrace Utility Use the MPTrace utility to get a playback from the Meridian ACD to troubleshoot potential issues. MPTrace provides information on what is configured on the ACD and what needs to be changed. It looks ...

Cisco Support Tools 1.0 User Guide How to Use the NICROI Utility 172 How to Use the NICROI Utility Use the NICROI (NIC Remote Operator Interface) utility to configure and debug the (old-style DOS-based) AT&T NIC. NICROI allows you to see route request data from the inter-exchange carrier (IXC), ...

Cisco Support Tools 1.0 User Guide How to Use the NICROI Utility 173 Note: In the example above, support and <customer_instance>xyzzyf represent respectively the out-of-box admin username and password for this utility. Make appropriate substitutions if these values have been modified. Method 2...

Cisco Support Tools 1.0 User Guide How to Use the NICROI Utility 174 1. Type mgmt help within the NICROI window to see the options available. 2. Type mgmt file list to view all the niclog.xxx files available. Note: The time shown is the time that the log is closed, meaning the time that information ...

Cisco Support Tools 1.0 User Guide How to Use the NICROI Utility 175 If you choose to use the niclog.xxx files you need to download or transfer the files to your local drive using the nmg roi transfer command as outlined below. Remember, if you do not specify a transfer directory with the . xdir c:\...

Cisco Support Tools 1.0 User Guide How to Use the NMStart Utility 177 How to Use the NMStart Utility Use the NMStart (Node Manager Start) utility to start an ICM service on an ICM Call Router, Logger, AW, or PG. To Access NMStart from the Dashboard To run NMStart from the Support Tools Dashboard: 1....

Cisco Support Tools 1.0 User Guide How to Use the NMStop Utility 179 How to Use the NMStop Utility Use the NMStop utility to stop an ICM service on an ICM Call Router, Logger, AW, or PG. Note: The Support Tools Unknown Process and Services Explorer is an alternate, more robust utility with which to ...

Cisco Support Tools 1.0 User Guide How to Use the OPCTest Utility 181 How to Use the OPCTest Utility Use the OPCTest utility to interpret a Peripheral Gateway's (PG) status, statistics, etc. It is also possible to enable specific debug tracing in the OPC process. For use with ICM PGs only. To Access...

Cisco Support Tools 1.0 User Guide How to Use the OPCTest Utility 182 c:\>opctest /my_customer_instance /pg1a d:\temp>opctest /my_customer_instance /pg1a Using OPCTest To list available commands, type help or ? from the OPCTest command prompt. Some of the OPCTest commands, such as List_Agents ...

Cisco Support Tools 1.0 User Guide How to Use the OPCTest Utility 183 list_agents, la : Display OPCs AgentStates for specified Group. list_calls, lc : Display OPCs call states. list_routing_client, lrc : Display OPCs Routing Client stats for peripheral. mem_leaks : Dump memory leakage based on check...

Cisco Support Tools 1.0 User Guide How to Use the OPCTest Utility 184 Debug Information You can enable specific debugging within OPCTest by issuing the debug command. Turning up specific tracing is much more effective than going into the registry, or turning up the EMSTraceMask for the entire OPC pr...

Cisco Support Tools 1.0 User Guide How to Use the OPCTest Utility 185 Exiting and Quitting OPCTest Use the quit command to exit OPCTest. Caution: 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 forces the proce...

Cisco Support Tools 1.0 User Guide How to Use the Procmon Utility 186 How to Use the Procmon Utility Use the Procmon utility for general-purpose ICM command-line debugging. It can be used in conjunction with various NIC and PIM. processes. Procmon allows you to perform actions like verifying status,...

Cisco Support Tools 1.0 User Guide How to Use the Procmon Utility 187 d:\temp>procmon Using Procmon Procmon supports both local and remote commands. Local commands are defined within Procmon itself, while remote commands are programmed into the monitored process. Below are lists of basic Procmon ...

Cisco Support Tools 1.0 User Guide How to Use the Procmon Utility 188 pim_list_skill_groups, lsg List SkillGroups currently configured by PIM acd_debug, debug Turn on/off debug trace pim_list_trace, ltrace List current PIM trace bit settings pim_trace, trace Set or reset PIM trace bits pim_dump_peri...

Cisco Support Tools 1.0 User Guide How to Use the Procmon Utility 189 3 2 Y 5015 6902 3 3 Y 5016 6902 >>>>debug /? Usage: acd_debug [/noagent] [/agent] [/agent+] [/agent++] [/nobri] [/bri] [/bri+] [/nocall] [/call] [/call+] [/nocms] [/cms] [/cms+] [/csc] [/csc+] [/nocsc] [/noconfig] [/co...

Cisco Support Tools 1.0 User Guide How to Use the Procmon Utility 190 NumActiveCalls=0 NumAgentsSeen=2 ProcessName=pim1 ShutdownType=1 Dumplex=1 Side=0 GeoTelBaseDir=c:\icm\lab1\PG1B RegistryBase=ICR\lab1\PG1B DMPSystemID=1 MDSConnections=1 MDSPIMHandle=33 MDSOPCHandle=1 PIMHeartBeatTime=-1 CTIResta...

Cisco Support Tools 1.0 User Guide How to Use the RTRTrace Utility 191 How to Use the RTRTrace Utility Use RTRTrace to set debug tracing on an ICM CallRouter. The additional tracing is output to the .EMS log files, viewable with the Log Collector utility. Router Trace session can be started on eithe...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 192 How to Use the RTTest Utility Use the RTTest utility to interpret a Call Router's events and states without interruption to the running router processes. RTTest has several subroutines that allow you to view status, statistics, and...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 193 c:\>rttest d:\temp>rttest Note: You can access and run RTTest from other ICM components provided that the specified node in the command line argument (see next section) is an ICM Call Router. Using RTTest Syntax : rttest [/f ...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 195 H Signifies that the process sends and receives internal heartbeat messages using the MDS protocol. Date Current date. Time Current local time. Up-Time In parenthesis is length of time the process has been in current state. LastHea...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 196 Peripheral: LastStateChange: LastHeardFrom: CA_PG9 COS 03/17 04:42:38 (11.3 hr) 03/17 16:00:40 (2 sec) FL_PG7 COS 03/11 10:30:18 (6.2 day) 03/17 16:00:40 (2 sec) GA_PG6 COS 03/16 06:21:18 (33.6 hr) 03/17 16:00:41 (1 sec) IA_PG5 COS...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 197 configrc : Sends a ConfigureRC request to the router db_lookup : Sends the router a db_lookup request. db_meters : Displays meters about database accesses. dbw_status : Display the dbworker status. debug_control, debug : Controls v...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 198 mem_checkpoint : Controls SmartHeap checkpointing. mem_meters : Displays router memory meters. opi_data : Send OPI data message to the router. quit, q : Ends the program. read_file, read : Directs command input to another input fil...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 199 • Dialed Number (DN) • Automatic Number Identification (ANI) • Caller Entered Digits (CED), if any • ICM routing label returned to the carrier network. To see all possibilities for /debug , at the RTTest prompt, enter debug /? as s...

Cisco Support Tools 1.0 User Guide How to Use the RTTest Utility 200 Turning Off Debug Tracing in RTTest When you are finished viewing router logs, it is good practice to disable all tracing that was added for troubleshooting purposes. Do this using the /noall directive as shown below: c:\icm\cd\ra\...

Cisco Support Tools 1.0 User Guide How to Use the SS7NICTrace Utility 201 How to Use the SS7NICTrace Utility Use SS7NICTrace to view and set debug trace bits on an ICM SS7 NIC PG. Accessing SS7NICTrace SS7NICTrace is an external GUI application present on all ICM nodes as part of that standard ICM i...

Cisco Support Tools 1.0 User Guide How to Use the VRUTrace Utility 202 How to Use the VRUTrace Utility Use the VRUTrace utility to output tracing information from a Voice Response Unit (VRU) device, and to and from its PIM process. VRUTrace lets you capture and playback session data. For use with IC...

Cisco Support Tools 1.0 User Guide How to Use the VRUTrace Utility 203 Using VRUTrace Command Line Options Syntax : vrutrace [ProcessName] [/if InputFile] [/o] [/of OutputFile] [/bd BeginDate(mm/dd/yy)] [/bt BeginTime(hh:mm:ss)] [/ed EndDate(mm/dd/yy)] [/et EndTime(hh:mm:ss)] [/all] [/prev] [/last] ...

Cisco Support Tools 1.0 User Guide How to Use the VRUTrace Utility 204 Section V. Using Common Utilities

Cisco Support Tools 1.0 User Guide About Common Utilities 205 About Common Utilities Common utilities are a set of third-party utilities, present on all or most Windows/ICM systems, that may be useful when troubleshooting ICM components. For the sake of convenience, the Support Tools Dashboard provi...

Cisco Support Tools 1.0 User Guide How to Use the Arp -a Utility 209 How to Use the Arp -a Utility The Address Resolution Protocol (Arp) allows a host to find the media access control address of a host on the same physical network, given the IP address of the host. To make ARP efficient, each comput...

Cisco Support Tools 1.0 User Guide How to Use the CAT Utility 210 How to Use the CAT Utility Use the CAT utility to display, print, and combine files. To Access CAT from the Dashboard To run CAT from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work w...

Cisco Support Tools 1.0 User Guide How to Use the CAT Utility 211 -t : show tabs as ^I (only valid if -v given). -e : show new-lines as $ (only valid if -v given). -x : expand tabs into the number of spaces specified by the TABS environment variable or into 8 spaces if TABS is undefined. -n : no out...

Cisco Support Tools 1.0 User Guide How to Use the CHMOD Utility 212 How to Use the CHMOD Utility Use the CHMOD utility to set file permissions. To Access CHMOD from the Dashboard To run CHMOD from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with...

Cisco Support Tools 1.0 User Guide How to Use the CHMOD Utility 213 w specifies whether the file should be writable or not s specifies whether the file should be a system file or not h specifies whether the file should be a hidden file or not m specifies whether the file should be marked modified or...

Cisco Support Tools 1.0 User Guide How to Use the CP Utility 214 How to Use the CP Utility Use the CP utility to copy files. To Access CP from the Dashboard To run CP from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard m...

Cisco Support Tools 1.0 User Guide How to Use the DF Utility 216 How to Use the DF Utility Use the DF utility to view information on file system disk space usage. To Access DF from the Dashboard To run DF from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want...

Cisco Support Tools 1.0 User Guide How to Use the DF Utility 217 -a: Print free space for all locatable drives. -? : Display program description. Note: If the environment variable DF exists, its value is used to establish default options. Note: You can override an option that was specified in the en...

Cisco Support Tools 1.0 User Guide How to Use the Diff Utility 218 How to Use the Diff Utility Use the Diff utility to find differences between two text files. To Access Diff from the Dashboard To run Diff from the Support Tools Dashboard: 1. Use the System Select screen to select the system you wan...

Cisco Support Tools 1.0 User Guide How to Use the Diff Utility 219 n1 a n3,n4 n1,n2 d n3 n1,n2 c n3,n4 where ' a ' means: add lines n3 thru n4 from newfile at location n1 in newfile; ' d ' means: delete lines n1 thru n2 from newfile, next line is n3 in newfile; and ' c ' means: change lines n1 thru ...

Cisco Support Tools 1.0 User Guide How to Use the DU Utility 221 How to Use the DU Utility Use the DU utility to view the sizes of each directory specified on the command line and the sizes of each subdirectory under those. To Access DU from the Dashboard To run DU from the Support Tools Dashboard: ...

Cisco Support Tools 1.0 User Guide How to Use the DU Utility 222 -a: also display the size of each file. -s: only display the grand totals for the names on the command line. -M: show file names in their OS-provided mixed-case forms, rather than lower- casing them. Note however that most file systems...

Cisco Support Tools 1.0 User Guide How to Use the FGrep Utility 223 How to Use the FGrep Utility Use the FGrep utility to perform a fast search for text patterns through text files. To Access FGrep from the Dashboard To run FGrep from the Support Tools Dashboard: 1. Use the System Select screen to s...

Cisco Support Tools 1.0 User Guide How to Use the Findstr Utility 225 How to Use the Findstr Utility Use the Findstr utility to find strings in logs or text files. Findstr is useful when parsing log files or other text files for a snippet of text. To Access Findstr from the Dashboard To run Findstr ...

Cisco Support Tools 1.0 User Guide How to Use the Findstr Utility 226 /B : Matches pattern if at the beginning of a line. /E : Matches pattern if at the end of a line. /L : Uses search strings literally. /R : Uses search strings as regular expressions. /S : Searches for matching files in the current...

Cisco Support Tools 1.0 User Guide How to Use the Findstr Utility 227 [class] Character class: any one character in set [^class] Inverse class: any one character not in set [x-y] Range : any characters within the specified range \x Escape : literal use of metacharacter x \<xyz Word position : beg...

Cisco Support Tools 1.0 User Guide How to Use the Grep Utility 228 How to Use the Grep Utility Use the Grep utility to perform a regular expression search for text patterns through text files. To Access Grep from the Dashboard To run Grep from the Support Tools Dashboard: 1. Use the System Select sc...

Cisco Support Tools 1.0 User Guide How to Use the Head Utility 231 How to Use the Head Utility Use the Head utility to view a user-defined number of lines from the start of a file. To Access Head from the Dashboard To run Head from the Support Tools Dashboard: 1. Use the System Select screen to sele...

Cisco Support Tools 1.0 User Guide How to Use the IPConfig -all Utility 233 How to Use the IPConfig -all Utility When you troubleshoot a TCP/IP networking problem, begin by checking the TCP/IP configuration on the computer that is experiencing the problem. Use the IPConfig -all command to get host c...

Cisco Support Tools 1.0 User Guide How to Use the ISQL/W Utility 235 How to Use the ISQL/W Utility Use the ISQL/W utility to query and update Microsoft SQL Server databases. Accessing ISQL/W ISQL/W is a Microsoft external GUI application present on systems with Microsoft SQL Server installed. It can...

Cisco Support Tools 1.0 User Guide How to Use the LS Utility 236 How to Use the LS Utility Use the LS utility to view directory listings. To Access LS from the Dashboard To run LS from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From th...

Cisco Support Tools 1.0 User Guide How to Use the LS Utility 237 -l: display a long listing with more information about each file. -m: display the names of the files separated by commas. -f: sort the files by filename. -e: sort the files first by the extension and then by the filename. -t: sort the ...

Cisco Support Tools 1.0 User Guide How to Use the MV Utility 239 How to Use the MV Utility Use the MV utility to move files and directories. To Access MV from the Dashboard To run MV from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From...

Cisco Support Tools 1.0 User Guide How to Use the NBTStat Utility 241 How to Use the NBTStat Utility Use the NBTStat utility to troubleshoot NetBIOS name resolution problems. NetBIOS over TCP/IP (NetBT) resolves NetBIOS names to IP addresses. TCP/IP provides many options for NetBIOS name resolution,...

Cisco Support Tools 1.0 User Guide How to Use the NBTStat Utility 242 -n (names) Lists local NetBIOS names. -r (resolved) Lists names resolved by broadcast and via WINS -R (Reload) Purges and reloads the remote cache name table -S (Sessions) Lists sessions table with the destination IP addresses -s ...

Cisco Support Tools 1.0 User Guide How to Use the Net Session Utility 243 How to Use the Net Session Utility Use the Net Session utility to view information about all current client sessions with the current system. Net Session displays the computer names and user names of users on a server, to see ...

Cisco Support Tools 1.0 User Guide How to Use the Net Statistics Server Utility 244 How to Use the Net Statistics Server Utility Use the Net Statistics Works utility to view statistics for the local Server service. To Access Net Statistics Server from the Dashboard To run Net Statistics Server from ...

Cisco Support Tools 1.0 User Guide How to Use the Net Statistics Workstation Utility 246 How to Use the Net Statistics Workstation Utility Use the Net Statistics Workstation utility to view statistics for the local Workstation service. To Access Net Statistics Workstation from the Dashboard To run N...

Cisco Support Tools 1.0 User Guide How to Use the NetStat Utility 248 How to Use the NetStat Utility Use the NetStat utility to view network information for the target host, including protocol statistics and current TCP/IP network connections. To Access NetStat from the Dashboard To run NetStat from...

Cisco Support Tools 1.0 User Guide How to Use the NetStat Utility 249 -p proto Shows connections for the protocol specified by proto; proto may be TCP or UDP. If used with the -s option to display per-protocol statistics, proto may be TCP, UDP, or IP. -r Displays the routing table. -s Displays per-p...

Cisco Support Tools 1.0 User Guide How to Use the NSLookup Utility 250 How to Use the NSLookup Utility Use the NSLookup utility to get information on the current or specified system's DNS name server. To Access NSLookup from the Dashboard To run NSLookup from the Support Tools Dashboard: 1. Use the ...

Cisco Support Tools 1.0 User Guide How to Use the PathPing Utility 251 How to Use the PathPing Utility Use the PathPing utility as a route tracing tool that combines features of the Ping and Tracert utilities with additional information that neither of those tools provides (for example QOS testing)....

Cisco Support Tools 1.0 User Guide How to Use the PathPing Utility 252 -h maximum_hops : Maximum number of hops to search for target. -g host-list : Loose source route along host-list. -p period : Wait period milliseconds between pings. -w timeout : Wait timeout milliseconds for each reply. -T : Tes...

Cisco Support Tools 1.0 User Guide How to Use the Ping Utility 253 How to Use the Ping Utility Use the Ping utility to verify IP-level connectivity. When troubleshooting, you can use Ping to send an ICMP echo request to a target host name or IP address. Use Ping whenever you need to verify that a ho...

Cisco Support Tools 1.0 User Guide How to Use the Ping Utility 254 -n count : Number of echo requests to send. -l sizeSend : buffer size. -f Set : Don't Fragment flag in packet. -i TTL : Time To Live. -v TOS : Type Of Service. -r count : Record route for count hops. -s count : Timestamp for count ho...

Cisco Support Tools 1.0 User Guide How to Use the PStat Utility 255 How to Use the PStat Utility Use the PStat utility to list all the processes running on a Microsoft Windows NT Workstation, including ICM processes. You can use the PStat command to verify that an ICM process was not properly exited...

Cisco Support Tools 1.0 User Guide How to Use the RM Utility 257 How to Use the RM Utility Use the RM utility to delete files and directories. To Access RM from the Dashboard To run RM from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. Fr...

Cisco Support Tools 1.0 User Guide How to Use the RM Utility 258 -v : print out the name of each file that is removed. -? : Display program description. Note: If the environment variable RM exists, its value is used to establish default options. Note: You can override an option that was specified in...

Cisco Support Tools 1.0 User Guide How to Use the Route -print Utility 259 How to Use the Route -print Utility Use the Route -print utility to view the contents of the network routing tables. To Access Route -print from the Dashboard To run Route -print from the Support Tools Dashboard: 1. Use the S...

Cisco Support Tools 1.0 User Guide How to Use the Shutdown Tool Utility 261 How to Use the Shutdown Tool Utility Use the Shutdown Tool utility to stop and restart a remote host after a 60 second grace period. To Access Shutdown from the Dashboard To run Shutdown from the Support Tools Dashboard: 1. ...

Cisco Support Tools 1.0 User Guide How to Use the SQLEW Utility 262 How to Use the SQLEW Utility Use the SQLEW utility to monitor and update SQL Server operating parameters, expand databases, and so on. Accessing SQLEW SQLEW is a Microsoft external GUI application present on all Windows 2000 install...

Cisco Support Tools 1.0 User Guide How to Use the Stopshut Utility 263 How to Use the Stopshut Utility Use the Stopshut utility to stop a system from shutting down due to an application or operating system failure. To Access Stopshut from the Dashboard To run Stopshut from the Support Tools Dashboar...

Cisco Support Tools 1.0 User Guide How to Use the Strings Utility 264 How to Use the Strings Utility Use the Strings utility to print ASCII strings embedded in binary files. To Access Strings from the Dashboard To run Strings from the Support Tools Dashboard: 1. Use the System Select screen to selec...

Cisco Support Tools 1.0 User Guide How to Use the Tail Utility 266 How to Use the Tail Utility Use the Tail utility to view user-defined number of lines from end of a file. To Access Tail from the Dashboard To run Tail from the Support Tools Dashboard: 1. Use the System Select screen to select the s...

Cisco Support Tools 1.0 User Guide How to Use the Tail Utility 267 -f : Follow along forever, outputting appended data as the file grows. -v : Print headers giving file names. -x : Expand tabs into the number of spaces specified by the TABS environment variable or into 8 spaces if TABS is undefined....

Cisco Support Tools 1.0 User Guide How to Use the Touch Utility 268 How to Use the Touch Utility Use the Touch utility to change the creation date/time for any file. To Access Touch from the Dashboard To run Touch from the Support Tools Dashboard: 1. Use the System Select screen to select the system...

Cisco Support Tools 1.0 User Guide How to Use the Touch Utility 269 If an argument in the form mmddhhmm[yy] is passed to touch, the last-write time of each file listed on the command line is set to the specified date and time. If the date and time are not given on the command line, the last-write ti...

Cisco Support Tools 1.0 User Guide How to Use the Tracert Utility 270 How to Use the Tracert Utility Tracert (Trace 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 Time-to-Live (TTL) field and ICMP...

Cisco Support Tools 1.0 User Guide How to Use the WC Utility 271 How to Use the WC Utility Use the WC utility to view a count of characters, words, or lines in a file. To Access WC from the Dashboard To run WC from the Support Tools Dashboard: 1. Use the System Select screen to select the system you...

Cisco Support Tools 1.0 User Guide How to Use the WC Utility 272 -c : Enable counting for characters. If no files are given, standard input is read for characters. Example: wc file1 counts the lines, words, and characters in file1. wc -w -c counts the words and characters from the standard input. -?...

Cisco Support Tools 1.0 User Guide How to Use the Which Utility 273 How to Use the Which Utility Use the Which utility to view the name of the first file encountered while traversing a path or directory tree. To Access Which from the Dashboard To run Which from the Support Tools Dashboard: 1. Use th...

Cisco Support Tools 1.0 User Guide How to Use the Which Utility 274 -a : Prints the full pathnames of all of the files found along the specified path. Note that if the path specifies the same directory more than once (which may include the implicit current directory), the same pathname may occur mor...

Cisco Support Tools 1.0 User Guide How to Use the WinMSD Utility 275 How to Use the WinMSD Utility Use the WinMSD utility to view and generate reports that capture detailed Windows NT system configuration information. Accessing WinMSD WinMSD is a Microsoft external GUI application present on all Win...

Cisco Support Tools 1.0 User Guide How to Use the WinMSD Utility 276 Part 5: Reference

Cisco Support Tools 1.0 User Guide How to Stop and Start the Support Tools Dashboard/Tomcat 277 How to Stop and Start the Support Tools Dashboard/Tomcat You stop or restart the Support Tools Dashboard by stopping or restarting the Tomcat Web server on your Support Tools Server. Stopping Tomcat preve...

Cisco Support Tools 1.0 User Guide How to Stop and Start the Support Tools Server 278 How to Stop and Start the Support Tools Server You stop or restart the Support Tools Server by stopping or restarting the Appserver service on your Support Tools Server machine. When the Appserver service is stoppe...

Cisco Support Tools 1.0 User Guide How Stop and Start the Node Agent Service 279 How Stop and Start the Node Agent Service You stop or restart a Support Tools Node Agent by stopping or restarting the Node Agent service on a Support Tools node. When the Node Agent service is stopped, that machine can...

Cisco Support Tools 1.0 User Guide How to Confirm the Support Tools Build Number 280 How to Confirm the Support Tools Build Number As necessary (for example, when making a support call), you can confirm the version and build number of your Support Tools Server from the Support Tools Dashboard. To Co...

Cisco Support Tools 1.0 User Guide Cisco Support for Support Tools 281 Cisco Support for Support Tools The following resources are available to Support Tools users: Online Resources Additional Support Tools information is available online at: • Latest Support Tools user documentation: www.cisco.com ...

Cisco Support Tools 1.0 User Guide Copyright 283 Copyright Copyright © 2004, Cisco Systems, Inc. All rights reserved. The Cisco Powered Copyright 2004, CCIP, the Cisco Arrow logo, the Cisco Powered Network mark, the Cisco Systems Verified logo, Cisco Unity, Follow Me Browsing, FormShare, iQ Breakthr...

Cisco Support Tools 1.0 User Guide Index 285 Index accessing Dashboard, 24, 75 Support Tools, 26 Support Tools documentation, 6 utilities, 153 adding processes and services, 56 systems to system list, 73, 78 application server, 119 Appserver service, 68, 278 arp -a utility, 209 AT&T NIC, 153 bro...