Cisco 2.1(1) - Manuals

Organization This document is divided into these parts: 1. Support Tools 2.1(1) Features, Compatibility, and Requirements 2. Support Tools Overview 3. Installing, Upgrading, and Configuring Support Tools 4. Using the Support Tools Dashboard 5. Using Support Tools Web Tools 6. Using Cisco Common Tool...

Description Convention Italic font is used to indicate the following: italic font • To introduce a new term. Example: A skillgroup is a collection of agents who sharesimilar skills. • For emphasis. Example: Do not use thenumerical naming convention. • A syntax value that the user must replace.Exampl...

http://www.cisco.com You can access international Cisco websites at this URL: http://www.cisco.com/public/countries_languages.shtml Product Documentation DVD The Product Documentation DVD is a comprehensive library of technical product documentationon a portable medium. The DVD enables you to access...

Product Alerts and Field Notices Modifications to or updates about Cisco products are announced in Cisco Product Alerts andCisco Field Notices. You can register to receive Cisco Product Alerts and Cisco Field Noticesby using the Product Alert Tool on Cisco.com. This tool enables you to create a prof...

In an emergency, you can also reach PSIRT by telephone: • 1 877 228-7302 • 1 408 525-6532 Note: We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example,GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work withinformation that has been encr...

command output. Search results show an illustration of your product with the serial numberlabel location highlighted. Locate the serial number label on your product and record theinformation before placing a service call. Submitting a Service Request Using the online TAC Service Request Tool is the ...

Severity 4 (S4) - You require information or assistance with Cisco product capabilities,installation, or configuration. There is little or no effect on your business operations. Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is...

New Features in this Release This release of Support Tools introduces the following new features: • Support for CVP 4.0: Support Tools is now supported on CVP 4.0 software running, includingAudium on AIX. Note that the Audium/AIX installer is only available for CVP versions 4.0and greater, and is on...

Support Tools Requirements and Compatibility This section contains the following topics: • Support Tools Node Requirements, page 15 • Support Tools Server Requirements, page 16 • Support Tools Server / Node Version Compatibility, page 17 • Support Tools Port Requirements, page 17 • Support Tools Das...

Supported Components Supported Versions Cisco Unified Product orSolution All 2.1 and above Cisco Voice 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 requir...

Additional hardware requirements include: • ATA/IDE acceptable • Graphics card capable of 1024 x 768 x 64K color or better (17" or larger displayrecommended) • Disk Space: The Support Tools Server installation uses approximately 100 Mb of disk space.Additional space requirements will depend on t...

If a firewall stands between the Support Tools Server and any Support Tools node, and/orbetween the Support Tools Server and remote users, you must open these ports on the firewall. Note: Enabling the HTTPS port on a firewall is necessary when using Support Tools in thedefault HTTPS mode. Support To...

Part 2: Support Tools Overview Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 19

About Cisco Support Tools Key Features Cisco Support Tools is an application that contains a suite of utilities that allow you to manageand troubleshoot servers that run broad range of Cisco Unified product software components.Through Support Tools, you can troubleshoot configuration and performance...

The Support Tools Server The Support Tools Server must be installed on a system that has little or no performance load,namely a standalone network workstation or a client ICM Admin Workstation (AW). TheSupport Tools Server can be installed on multiple systems to provide multiple access paths. Major ...

The Support Tools Server can communicate with Support Tools nodes through a firewall providedthe appropriate ports on the firewall have been opened. User access to Support Tools is limited to your network. Remote users wishing to use the SupportTools Dashboard must first connect to the network--remo...

What performance impact will running Support Tools have on my Cisco Unified system? Support Tools processes run silently with minimum performance impact. Note the following with performance in mind: • Installing the Support Tools Server on its on its own dedicated machine reduces anyperformance impa...

About Support Tools Utilities This section describes the different utilities available through Support Tools. This section contains the following topics: • Support Tools Utilities List, page 27 • Privileged Utilities, page 35 • Utility Installation Locations, page 36 • Non-Dashboard Utilities, page ...

DashboardPrivileged UsersOnly: Installed On: Description: Utility Name: X All Support Tools nodes Schedule the changing of trace levels. Schedule Trace X All Support Tools nodes Collect and view log files from ICM andrelated Cisco products. Collect Logs Cisco Common Tools The following Support Tools...

ExternalGUI--NoDashboard orCommand-LineAccess: DashboardPrivilegedUsersOnly: Installed On: Description: Tool Name: X AWs, PGs, CallRouters, Loggers Node Manager Start. Use to start an ICM serviceon a CallRouter, Logger, AW, or PG. nmstart X AWs, PGs, CallRouters, Loggers Node Manager Stop. Use to st...

No DashboardorCommand-LineAccess: DashboardPrivilegedUsersOnly: Installed On: Description: Tool Name: All Support Toolsnodes Displays detailed configuration informationabout a computer and its operating system,including operating system configuration, SysteminfoTable security information, product ID...

user group, these utilities will not appear on the Support Tools Dashboard menu. These utilitiesinclude: • ctitest • icmdba • nicroi • nmstart • nmstop • procmon • registry • registry compare • rttest • shutdown • upcctest • processes • services Note: These privilege levels only apply to utilities w...

Interactive Mode vs. Batch Mode Support Tools supports two primary modes of operation; Interactive Mode which is the standardmode to use when querying a single system, and Batch Mode which allows you to query severalsystems at a time for any of the specific tools. Interactive Mode immediately operat...

Using Tools in Batch Mode To 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 Time using the calendar at the top of the pagefor the selected Batch Mode tool. Note: You must select a time in the future. ...

Step 2 Click Cancel. A confirmation dialog box appears. Step 3 Click OK in the confirmation 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

About Support Tools Security Support Tools Security Features Support Tools operates with the following security features/restrictions: 1. Access to Support Tools is limited to the local network. Remote access via the Internet is not supported. Users must authenticate against the network in order to ...

Using IPSecurity with Support Tools Optionally, you can use IPSecurity to secure communication between the Support Tools Serverand Support Tools Nodes. Authentication occurs at the Node when the Support Tools Servermakes a request. As such, an IPSec-secured Support Tools Server can make requests to ...

– If a non-Cisco policy already exists on the target machine and is not assigned, SupportTools will create and assign a Cisco policy. Manual IPSec Implementation On Windows 2000 and XP platforms, IPSec can be used but must be configured manually. Thissection provides guidelines on setting up IPSec f...

Installing Support Tools This section contains the following topics: • About Installing Support Tools, page 49 • How to Collect Information for Support Tools Installation, page 51 • How to Create Support Tools User Groups, page 52 • How to Create the Distinguished User Account, page 53 • How to Inst...

To Create Support Tools User Groups Support Tools assigns privilege based on regular Windows user groups. This can be either alocal group you define on the Support Tools Server machine or a domain group you define usingActive Directory. During the Support Tools Server installation, you are prompted ...

How to Create the Distinguished User Account Before installing the Support Tools Server, on the machine on which the Support Tools Serverwill be installed, create a local or domain account to be used for the Cisco CCBU Support ToolsHTTP Server (Tomcat) service. Note: This account is only used to run...

Note: The Administration Group name is case-sensitive. It must match in case itscorresponding Windows user group name. • Domain, Username, and Password of user that the Cisco CCBU Support Tools HTTP Server(Tomcat) should run under. For more information, see How to Create the DistinguishedUser Accoun...

How to Install the Support Tools Node You can install the Support Tools Node on any supported Cisco Unified software componentthat you want to manage through Support Tools. Note: Before installing the Support Tools Node, ensure that the machine meets the prerequisitehardware and software requirement...

Note: If you plan on using the Cisco Security Agent (CSA) you can only change the driveletter and must leave the remaining default path information. This is because CSA securityrules are written specifically based on the path names. • Network Time Server: Specify the static IP address or fully-quali...

Configuring Support Tools This section contains the following topics: • About Configuring Support Tools, page 61 • How to Modify Support Tools Basic Configuration, page 62 • How to Disable Continuous Virus Scan for the Repository, page 63 • How to Modify Processes and Services Listed in the Process ...

How to Modify Support Tools Basic Configuration The basic configuration settings necessary to run Support Tools (network time server, privilegeduse group, Repository path, and TCP/IP port) are specified during installation. While not typicallynecessary, you can modify these settings after installati...

Note: The password for the Designated User is not stored in the registry. It must be modified(if desired) via the Windows User Panel. TCP/IP Port (should never be changed) This value is stored in the Windows registry in:HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CCBU\SupportTools\AppServer\Port...

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'sSQL database information, it must have access to Microsoft's Windows ManagementInstrumentation (WMI). WMI is not part of a standard Windows S...

Uninstalling, Reinstalling and Upgrading SupportTools This section contains the following topics: • How to Uninstall Support Tools, page 67 • How to Reinstall Support Tools, page 68 • Upgrading Support Tools, page 68 How to Uninstall Support Tools As desired, you can uninstall the Support Tools Serv...

Part 4: The Support Tools Dashboard Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1) 69

Using the Support Tools Dashboard The Support Tools Dashboard is a browser-based interface that allows you to access and useall Support Tools utilities through a single interface. The Dashboard integrates access to allCisco Unified software components where the Support Tools Node has been installed,...

• How to Use the System Management Screen, page 75 • Using the Select System Screen, page 77 • How 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&g...

In order to add a system to the list: 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. Automated Node Addition: For CVP 4.x nodes and other Support Tools Servers the SystemManagement page allows automated addition of CVP 4.x nod...

Figure 3: Login Security Warning Step 3 In the Login Name field, enter <Windows_domain>\<Windows_username> . For example, my_domain\my_username . Step 4 In the Password field, enter your Windows password (case-sensitive) Step 5 Click Login. How to Use the System Management Screen Use the...

Using the Select System Screen Selecting a system specifies the Support Tools node that you want to work with. You mustselect an ICM or related Cisco product node before you can interact with it through the InteractiveMode of the Support Tools Dashboard. Note: Selecting a system is only required whe...

Note: • This list may not be complete or accurate depending on your deployment. Node types are defined in a static configuration file and may differ from the ones listed here. • If the system you attempt to select is not available, an error message displays. Check that: the node's DNS or IP address ...

Part 5: Using Support Tools Web Tools Support Tools Web Tools are a set of Cisco-authored utilities specifically designed for use withthe Support Tools. They are installed on all Support Tools nodes. Many Web Tools can be run either from the Support Tools Dashboard or via command line onan individua...

Using Support Tools Utilities from the Dashboard This section contains the following topics: • How to Use the System Interrogate Screen, page 83 • How to Use the History Screens, page 95 • How to Use the Registry Screen, page 97 • How to Use the Registry Compare Screen, page 98 • How to Use the Proc...

Retrievableonly inInteractiveMode Component & Sub-components X Cisco Support Tools • Support Tools Version • Support Tools Server Settings • AppServer Log files • Command History files • Cisco CCBU Support Tools HTTP Server (Tomcat) log files • UIServer log files • UIServer WEB-INF UIRoot log fi...

To Save Files Returned from a System Interrogate Some interrogations retrieve files, such as log files, from the selected systems. You must specifythat System Interrogate collect these files (such as selecting AppServer logs from a SupportTools Server)These files can be downloaded to your local syst...

Step 3 Modify the name as desired. Note that all files are saved to an XML-formatted text file. Whileyou can enter any extension you like, this will not affect the format in which the file is saved. To Delete a File To delete a file from the Repository: Step 1 Check one or more of the file's Select ...

Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode (page 39) . To use the Registry Screen Step 1 Verify that the system for which you want to view the registry is selected in the InteractiveMode > Selec...

Step 5 Click the Compare Registries Files button. Understanding the Compare Registries Display Once you have selected the systems or files you want to compare, the Compare Registries screendisplays the comparison in a three-pane view as shown in this example: Figure 4: Compare Registries Display The...

Note: For information on how to copy key values from one system to another, see To CopyKeys Between Registries and Files below. Viewing Registry Keys for Multiple Customer Instances For machines with multiple customer instances, the Compare Registries screen only retrievesand displays the registry s...

Step 3 Click the appropriate Copy button (Copy 1 > 2 or Copy 2 >1) to indicate the direction in whichthe value should be copied. If you are comparing a system to a file, you can only copy to thesystem. Step 4 Continue selecting additional values, as desired. Values selected for copying are lis...

How to Use the Processes Screen Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode (page 39) . Use the Processes screen to: • View all processes running on the current system • Terminate processes on the c...

To Save a Process To terminate a process on the current system: Step 1 Click the Save button. A Save dialog box opens, displaying a default name for the file(<Listtype><Hostname><Datetime>.xml). Step 2 Accept the default name or enter an alternate. Note: • Files can only be saved t...

To open the Services screen, from the Dashboard menu, select Support Tools > <mode> Services. Note: This utility is available to privileged users only. It will not appear on the Dashboard menufor non-privileged users. To View Services To view services for the current system: Step 1 Click th...

Agent Service is required for the Support Tools Server to maintain a connection with thecurrent system. Stopping this service will terminate your connection. • The Services screen will not allow you to stop services with peer or child dependencies while those dependencies are running. If you attempt...

Trace and Log: Interactive Mode Interactive Mode Trace and Log allows you to set trace levels and collect logs against thecurrently selected system. It includes these tools: • Set Trace • Collect Logs You access Interactive Mode Trace and Log tools by selecting Interactive Mode > Trace andLog. Tr...

How to Use the Log Groups Screen The Log Groups screen displays defined log groups. From this screen you can View, Edit,Rename, and delete Log Groups. Viewing Log Groups You can view the details of any log group on the log group screen. To view a log group's details: Step 1 From the History - Log Gr...

Step 1 From the History - Log Group screen, check the Select box next to the Log Group whose nameyou want to change. Step 2 Click Rename. A dialog box appears prompting you for a new name. Step 3 Enter the new name in the dialog box and click OK. The name is instantly changed and the change is refle...

Creating a Trace Group Note: Not all Cisco Unified components and processes are supported. When a component in alog group is not supported a specific message noting that the component is not supporteddisplayed. To Create a Trace Group: Step 1 From the Create Trace group Screen, select a Log Group Na...

Creating a Trace Group Note: Not all Cisco Unified components and processes are supported. When a component in alog group is not supported a specific message noting that the component is not supporteddisplayed. To Create a Trace Group in Interactive Mode: Step 1 From the Create Trace Group screen, c...

Selected settings for this Trace group Appear. The settings show the values currently set onthe node. These settings are not the ones set for the Trace group. To view the values set in thetrace group use the View File command. Viewing a Trace Group's File To view a Trace Group's File: Step 1 From th...

How to Use the Schedule Trace Screen The Schedule Trace screen allows you to define a period of time when a certain trace levelsetting should be used (as defined in a trace group) and optionally collect and merge logs, andcollect binary data. Finally, you can define the trace level setting that the ...

The Pending Jobs created can be seen in Batch Mode > Trace and Log > Schedule Trace >Pending Jobs. About Log Collection Use the Collect Logs Screen to collect logs from ICM or related Cisco product nodes runningthe Support Tools Node. Multiple collected logs can be retrieved as separate fil...

file, or delivered as individual files. You define when you want the logs collected by specifyinga start and end time. Each log collection request can be run only once. The logs it collects are stored in the Repositorywhere they remain until you choose to delete them (by deleting the log collection ...

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 &...

Step 5 Optionally, check Merged Log to create a single merged log file from the logs collected by thisgroup. Note: When you later download a merged log, the collection will include the individual associatedlog files in addition to the merged log itself. Step 6 Optionally, for ICM system logs only, c...

To View Details of Log Collections The Log Collection screen automatically lists each collection currently stored in the SupportTools repository. For each collection, the screen displays: • Name: The name of the collection. • Description • Requested: The date/time its request was sent. • Log Period:...

Step 3 A Dialog Boc displays prompting you to enter a new name, enter the new name in the dialogbox 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 specification thatdefines the log group(s) and time ra...

Using Cisco Tools from a Command Line While primarily designed for use through the Dashboard, Cisco Tools can also be run from acommand line on any Support Tools node. This can be useful when access to the Support ToolsServer/Dashboard is not available due to a down machine or connection. The functi...

Command-Line Mode vs Interactive Mode When run from a command line, Web Tools can be run in either command-line mode orinteractive mode: • In command-line mode, you enter the command invoking the utility, along with specificarguments, on a single line. After the command executes the utility automati...

>query Selecting a Different Target System If desired, you can use the /system option to specify a different machine as the target system ofa command. The /system option can only be used when the application server is a Support ToolsServer; You cannot target a remote system when using a node as y...

Embedded Spaces In command-line arguments, remember to place paths, file names, etc. that contain embeddedspaces in quotes. Failure to do this will prevent a command from executing correctly. Example: > view "my file.txt" How to Use the Services Utility from a Command Line While primarily...

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 Type is Critical (service type is definedin the user-modifiable processinfo.xml file.)\ • Prior to stopping a service, you should be a...

Viewing and Stopping a Service - Examples The following table shows an example of viewing and stopping a service, with a description ofeach entry. Description: Command Option: Invokes the Services utility. >servicecontrol Returns a list of all services installed on the target system, along with t...

Note: For additional information on basic Web Tools command line use, including systemselection options and command-line mode vs interactive mode see Using Cisco Common Tools from a Command Line (page 125) . Using the Processes Utility from a Command Line When using the Processes utility from a comm...

Example: Description: Command: >stop <pid> <process_name> Terminates a started process on the target system. kill >save Saves the latest list command results to a processes file in theapplication server's Repository. save OR Saved output is stored as XML-formatted text. >save &l...

Description: Command Option: Returns a list of all precesses installed on the target system, along with theircurrent status. >list Stops the specified service. >stop 01464 "snmp service" Note: Due to an embedded space, the service name was placed in quotes The process ID example "0...

Example: Description: Command: >download <repository_filename> <local_filename> /text Downloads a local copy of a System Interrogate file from theapplication server's Repository. Optionally, you can include a /text argument to convert the filefrom XML-formatted text to plain text. dow...

Use the Registry utility to: • View the ICM Windows registry settings for the current system • Save registry settings to a file To Run the Registry Utility from a Command Line To run the Registry utility in interactive mode from a command line: Step 1 From a command prompt on a Support Tools node, n...

Example: Description: Command: >quit Ends the program. quit, q Viewing Registry Information - Examples The following table shows an example of querying registry information, with a description ofeach entry. Description: Command Option: Invokes the Registry utility. >registry Queries the local ...

To Run the Compare Registries Utility from a Command Line To run the Compare Registries utility in interactive mode from a command line: Step 1 From a command prompt on a Support Tools node, navigate to <support_tools_root>. Step 2 Enter regcompare . To view a list of systems defined in the cu...

Example: Description: Command: If no file name is specified, output is saved to a file named:RegCompare <host_name> <timestamp>.xml. Optionally, you can include an argument that specifies a file name. >files Displays the list of RegCompare files in the application server'sRepository. ...

Description: Command Option: If a specific instance in not specified, the compare command automatically returnsregistry values for the first customer instance it finds on each system. Note that in somecases these may not be identical instances. Optionally, saves the data returned to a regcompare fil...

To Run the Log Groups Utility from a Command Line To run the Log Groups utility in interactive mode from a command line: Step 1 From a command prompt on a Support Tools node, navigate to <support_tools_root>. Step 2 Enter lgtool . Step 3 Enter commands as described in the Command Line Options ...

Example: Description: Command: >dlg <log_group_name> Displays details of a log group from the application server'sRepository. display_log_group, dlg >openlg <log_group_name> Opens a log group for editing from the application server'sRepository. open_log_group, openlg >rmlg <l...

Description: Command Option: Adds a second (CCS) log to the group. Each log must be added ona separate line. >al /product CCS /system CollServer001 Optionally, creates a description of the group. >lgdesc my_group_description Closes the log group and saves it to the application server'sReposito...

Example: Description: Command: >quit Ends the program. quit, q Log Collection - Examples The following table shows a sample log collection request, with a description of each entry. Table 13: Creating a Log Collection Request Description: Command Option: Invokes the Log Collection utility. >lc...

Part 6: Using Cisco Common Tools Cisco Common Tools are a set of Cisco-authored utilities designed for use with the Ciscocomponents supported by Support Tools. Most Cisco Common Tools are command-line based, and can be run from either the SupportTools Dashboard or from an individual node. Command-li...

Using Cisco Common Tools How to Use the CICMan Utility Use the CICMan utility to view and set NAM to CICM session information for a NAMCallRouter. For use with NAM Call Routers only. Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in bat...

When you do this: • Separate individual commands by a new line. • Do not enter input flags. • Do not enter an input file name in the arguments field. Step 5 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminat...

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 flag. • glbl_meters, gmeters: Displays the global meters for both CIC sides. • help, ?: Display program description. •...

Note: When entering arguments, the ctitest command is already implied. Do not enter it in the Arguments field. Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 5 If desired, check Elevate C...

c:\abc\>ctitest: config /hostb <ctiserver_hostnameB> /portB <ctiserver_portB> Note: • In the above example, <ctiserver_hostnameA> <ctiserver_hostnameB> represents the IP address or host name of the CTI Server or PG side A and B, and <ctiserver_portA><ctiserver_por...

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_s...

Step 3 In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the dbdiff command is already implied. Do not enter it in theArguments field. Step 4 Specify the command duration time or accept the default (60 seconds). This is the amoun...

Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode. To Access DumpCfg from the Dashboard To run DumpCfg from the Support Tools Dashboard: Step 1 Use the System Select screen to select the system (namely, P...

You can use ICMDBA to: • Estimate size and bandwidth requirements for databases. • Create, edit and delete central databases, local databases, and historical database for installedICM customers. • Resize database devices. • Recreate a database. • Import/export data to/from databases. • View database...

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 Tools > MPTrace. Step 3 In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the mptrace command ...

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 NICROI (NIC...

For example: c:\>nic my_host_name 5300 support my_customer_instancexyzzy Note: In the example above, support and <customer_instance>xyzzyf represent respectivelythe out-of-box admin username and password for this utility. Make appropriate substitutions ifthese values have been modified. Met...

directory from which you started your NICROI session. The following two sections are examplesof these download commands. Setting the Download Directory The .xdir d:\support command allows you to set your download directory so all roilog.txt filescreated are automatically transferred to that director...

Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 5 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. Step 6 Click the ...

Note: When entering arguments, the nmstop command is already implied. Do not enter it in theArguments field. Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 5 If desired, check Elevate Com...

Note: When entering arguments, the opctest command is already implied. Do not enter it in theArguments field. Step 4 If desired, in the Commands field, enter (or paste from a batch file) a group of commands torun in batch mode. When you do this: • Separate individual commands by a new line. • Do not...

trunk_group_trace: Controls TrunkGroup tracing in the OPC. tuning_param, tune: Controls tuning in the router. Example The following example shows detailed output for the status command: Figure 5: OPC Test Example Output Debug Information You can enable specific debugging within OPCTest by issuing th...

Note: The /noall switch. Leaving tracing turned up can cause performance problems. Exiting and Quitting OPCTest Use the quit command to exit OPCTest. Warning: 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 for...

Definition: Command: Ends the program quit, q Directs command input to another input file read_file, read Procmon Process-Specific and Troubleshooting Commands Each Peripheral Type contains a different set of commands. For a list of commands associatedwith each peripheral, use mhelp . Each command h...

Accessing RTRTrace RTRTrace is an external GUI application present on all ICM nodes as part of that standard ICMinstallation. It cannot be run from within the Support Tools dashboard. Online documentationis available from within the RTRTrace GUI. To access RTRTrace on an ICM Call Router, from a comm...

Step 6 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. 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 RTTest from any location on thelocal p...

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 first section, labeled Process in the first column of the status output, shows the status ofeach ICM central site process. One ICM central site consists of an ICM call router and an ICMdat...

Status Output: Controller The second section, labeled Controller in the first column of the status output, shows the statusof Cisco ICM peripheral gateway servers. Controller is the name of the controller (ICM Peripheral Gateway) as defined in Configureinitial cell rate (ICR). LastHeartBeat: LastSta...

In parenthesis is length of time the process has been in current state. Up-Time Status Output: Peripheral The third section labeled Peripheral in column 1, shows the status for third party peripheralssuch as ACD and VRU devices. Peripheral is the name of the peripheral (ACD or VRU) as defined in Con...

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_config: Causes router to load config with the scripted interface. test_edit_script: Causes router to test the script real t...

All ICM processes write some default level of tracing to log files that can be viewed with theTrace and Log utility. • When specific trace levels are enabled, corresponding details are written to router log filesin the logfile directory. • Default individual log file size is 99k. • Default aggregate...

Ending an RTTest Session It is very important that you quit from your RTTest session when finished. If too many RTTestsessions are left running in the background, system resources will be drained and call routingwill be adversely affected. To quit an RTTest session, enter: rttest: quit How to Use th...

Step 4 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 5 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. Step 6 Click the ...

Part 7: Using 3rd Party Common Tools 3rd Party Common Tools are a set of third-party utilities, present on all or most Windows/ICMsystems, that may be useful when troubleshooting ICM components. For the sake of convenience,the Support Tools Dashboard provides direct access to these utilities through...

Using 3rd Party Common Tools Arp -a Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode. The Address Resolution Protocol (Arp) allows a host to find the media access control addressof a host on the same phy...

To Access CAT from the Dashboard To run CAT from the Support Tools Dashboard: Step 1 In the Arguments field, enter desired arguments, as described in the Using section below. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attem...

chmod Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode. Use the CHMOD utility to set file permissions. To Access CHMOD from the Dashboard To run CHMOD from the Support Tools Dashboard: Step 1 In the Argu...

Note: If the environment variable CHMOD exists, its value is used to establish default options. cp Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode. Use the CP utility to copy files. To Access CP from th...

-r: recursively copy all of the files and subdirectories specified by the filename, including thenamed directory. -v: print out status as the cp progresses. -d: preserve the directory structure of the specified files (which must all be specified with relativepaths) when placing them in the specified...

Using DF - Command Line Options df [ -a | drive_1 [ drive_2 ... ] | -? ] If DF is not given an argument, it will print the free space information for the default drive.Otherwise, unless the -a option is specified, DF prints the free space information for each ofthe supplied arguments. Example: df a:...

Step 4 Click the Run button. Using Diff - Command Line Options diff [ -rebidtvo? ] [-O <colors>] oldfile newfile If diff is given two directories, it will diff each of the files in those directories. If diff is given two binary files, it will compare them and issue a report if they are differe...

Note: • If the environment variable DIFF exists, its value is used to establish default options. • You can override an option that was specified in the environment variable by following the option with a minus '-' sign. For example, to turn off the -b option, specify -b-. du Note: This tool can be u...

-M: show file names in their OS-provided mixed-case forms, rather than lower-casing them.Note however that most file systems don't allow files with names differing only by case, andwill ignore case differences when looking for a file. -?: Display program description. Note: • If the environment varia...

-m: print the lines that match the pattern (DEFAULT). -v: print the lines that DON'T match the pattern. -c: print a count of the number of matching lines in each file. -l: print the name of each file that has a match. Note: Options m, v, c and l are exclusive. Only one of these may be selected. -x: ...

Step 3 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. 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:di...

/D:dir: Search a semicolon delimited list of directories strings: Text to be searched for. [drive:][path]filename: Specifies a file or files to search. -?: Display program description. Use spaces to separate multiple search strings unless the argument is prefixed with /C. Forexample, 'FINDSTR "h...

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 3 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. Step 4 Click the ...

^^a.b+c*(d|e)?[^^f]\*^"$ The second added complication is that you may be executing grep through an additional shell,such as the WinNT cmd.exe, which has special semantics for |, ^, ", and \, and for which youshould actually put this on the command line or in your batch file: "^^a.b+c*(d...

<count> defaults to 10. head [-<count> | -n <count>] [-vx?] [ file1 ... ] The options for Head are: -<count> or -n <count>: specifies the number of lines to display. -v: Print headers giving file names. -x: Expand tabs into the number of spaces specified by the TABS env...

To Access ISQL from the Dashboard To run ISQL from the Support Tools Dashboard: Step 1 In the Arguments field, enter desired arguments, as described in the Using section below. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will att...

Using ISQL ISQL uses the following 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 t...

• [-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. For ...

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 3 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. Step 4 Click the ...

example, four accented Windows/ANSI versions of 'A' (0xc0 - 0xc4) all map to 'A' under thisconversion. Also note that ls will only ever show single-byte filenames, even if the underlyingfile system has Unicode filenames -- when dealing with a file with Unicode characters in itsname, the Picnix utili...

If the last file is a directory, each file is moved into a file in the destination directory with thesame name. If only two files are specified, file1 is moved to file2. If more than two files are specified, the last file must be a directory. The options for MV are: -i: ask for confirmation before o...

Step 3 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. 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...

Note: Because the Dashboard automatically sets the allowable commands for this tool, theDashboard screen for this utility does not contain a command line input field. Net Statistics Server Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run ...

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 p...

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 3 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. Step 4 Click the ...

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: Wait period milliseconds between pings. -w timeout: Wait timeout milliseconds for each reply. -T: Test c...

To Access RM from the Dashboard To run RM from the Support Tools Dashboard: Step 1 In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the RM command is already implied. Do not enter it in theArguments field. Step 2 Specify the com...

Note: Because the Dashboard automatically sets the allowable commands for this tool, theDashboard screen for this utility does not contain a command line input field. Shutdown Tool Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch...

SQLEW Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode. Use the SQLEW utility to monitor and update SQL Server operating parameters, expanddatabases, and so on. Accessing SQLEW SQLEW is a Microsoft exter...

Using Strings - Command Line Options Strings displays printable ASCII strings in the binary files specified on the command line. Ifno files are given, it displays printable ASCII strings in the standard input. strings [ -? ] [ -t <n>] [ -n <n>] [ file1 ... ] The options for strings are: ...

Using Tail - Command Line Options Tail displays the last <count> lines of each of the files listed on the line. If no files are listed,display the last <count> lines of the standard input. <count> defaults to 10. tail [-<count> | -n <count>] [-fvx?] [ file1 ... ] The op...

Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 3 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. Step 4 Click the ...

Tracert Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode. Tracert (Trace Route) is a route-tracing utility that is used to determine the path that an IPdatagram takes to reach a destination. The tracert ...

Step 1 In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the wc command is already implied. Do not enter it in theArguments field. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount of...

Note: When entering arguments, the which command is already implied. Do not enter it in theArguments field. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amount oftime the command will attempt to run before terminating. Step 3 If desired, check Elevate Comm...

Accessing WinMSD WinMSD is a Microsoft external GUI application present on all Windows 2000 installations.It cannot be run from within the Support Tools dashboard. Step 1 On the Windows Start bar, click Start > Run. Step 2 In the Open field, enter winmsd . Step 3 Click OK NetshDump Note: This too...

Defragreport Note: This tool can be used in both Interactive Mode and Batch Mode. For details on schedulingthis tool to run in batch mode see Using Batch Mode. Displays a volume (hard drive) fragmentation report for the hard drives on the selected system. Note: Because the Dashboard automatically se...

Using Eventtriggers - Command Line Options EVENTTRIGGERS /parameter [arguments] The options for Eventtriggers are: /Create: Create a new Event Trigger. /Delete: Deletes an Event Trigger by its trigger ID. /Query: Displays the Event Trigger properties and settings. /?: Displays help/usage. Examples (...

Step 1 In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the logman command is already implied. Do not enter it inthe Arguments field. Step 2 Specify the command duration time or accept the default (60 seconds). This is the amoun...

• -fd Flushes all the active buffers of an existing Event Trace Session to disk. • -[-]u [user [password]] User to Run As. Entering a * for the password produces a prompt forthe password. The password is not displayed when you type it at the password prompt. • -rf <[[hh:]mm:]ss> Run the collec...

Relog creates new performance logs from data in existing performance logs by changing thesampling rate and/or converting the file format. Supports all performance log formats, includingWindows compressed logs. To Access Relog from the Dashboard To run Relog from the Support Tools Dashboard: Step 1 I...

-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 ...

qfailure: Queries the actions taken by a service upon failure. delete: Deletes a service (from the registry). create: Creates a service. (adds it to the registry). control: Sends a control to a service. sdshow: Displays a service's security descriptor. sdset: Sets a service's security descriptor. Ge...

Step 3 If desired, check Elevate Command Priority. This ensures the command will run regardless ofthe level of server activity. Step 4 Click the Run button. Using Schtasks - Command Line Options Options for Schtasks are: /Create Creates a new scheduled task. /Delete Deletes the scheduled task(s). /Q...

How to View Support Tools Logs How to View Support ToolsInstall Logs When you install Support Tools, two log files that are created: • C:\Temp\SupportTools_Setup.log This is the general Support Tools install log file. If thereare any problems installing Support Tools, this would be the first place t...

IPSec Settings and Procedures IPSEC is an OS level security protocol that adds an extra level of security between the ST Serverand Node Agents. Whenever Support Tools is automatically installed, IPSEC must be configured. How to Examine Your IPSec Policy As necessary, you can use the Microsoft Manage...

Step 11 Optionally, you can run File > Save As to save the current mmc configuration to a file so youcan easily get back to it. How to View/Verify the Support Tools Policy The name of the policy created when Support Tools is run is: Cisco Unified Contact Center. Ifthis policy name exists, it was ...

How to Modify the Login Screen Disclaimer By default, the Support Tools Dashboard login page displays this disclaimer: "IT IS ANOFFENSE TO CONTINUE WITHOUT PROPER AUTHORIZATION. This system is restrictedto authorized users. Individuals attempting unauthorized access will be prosecuted." You ...

How to Confirm the Support Tools Build Number As necessary (for example, when making a support call), you can confirm the version and buildnumber of your Support Tools Server from the Support Tools Dashboard. To confirm the version and build number of your Support Tools Server, On the Dashboardmenu,...

Support Tools Troubleshooting Installation Problems Install Hangs Symptom: Install of Support Tools hangs Message: Cause: During installation, the installer tries to close the "Computer Management" window because itcontains a list of the running services that have to be updated. If there is ...

Cause: The Services are not created and/or do not start. Action: Examine the installation log files for any errors that occurred during the Support Toolsinstallation. Also check for the existence of the Support Tools services. Support Tools Installs Disabled Symptom: Support Tools installs but the S...

Possible Causes: • Incorrect URL entered • Incorrect port entered in URL • Tomcat Web server not started on Support Tools server • Support Tools Server or LAN connectivity down. Action: Possible Workarounds: 1. Re-type URL: http://<hostname>:8188/uiroot . 2. By default, Cisco CCBU Support Tool...

Local Users: 1. Name: <localhost>\<username> 2. Password: <local_password> Note: Local users are typically administrators for whom Windows user accounts have been setup on the Support Tools Server machine. This allows them to access the Dashboard in scenarioswhen normal network aut...

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 Tools Server Action: Possible Workarounds: • Some utilities are onl...