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Cisco Systems 2.1(1) Treadmill User Manual

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1. Cisco Unified Product or Supported Versions Supported Components Solution Cisco Voice Portal CVP 2 1 and above All formerly ISN Cisco Collaboration Server CCS 5 x All Cisco E Mail Manager CEM _ 5 x All Cisco Media Blender CMB 5 x All Support Tools Node Hardware Requirements The hardware requirements for the Support Tools Node are predetermined by the Cisco Unified software component on which it runs The Support Tools Node installation requires a minimum of 20 Mb of available disk space Disk space required for log storage is proportional to the number of logs collected and stored 100 Mb of available disk space is recommended Support Tools Node Software Requirements The software requirements for the Support Tools Node are predetermined by the Cisco Unified software component on which it runs Support Tools Server Requirements Support Tools Server Hardware Requirements You can install the Support Tools Server on a standalone server that is one on which no Cisco Unified products are installed or on an existing ICM Admin Workstation AW in your ICM network Collocation of the Support Tools Server on other Cisco Unified software product component is not supported Warning Due to possible performance issues do not install the Support Tools Server on an ICM distributor AW AW installation should be limited to client AWs The Support Tools Server can be installed on these hardware
2. Utility Name Description Supported Node Operating Systems df Use to view disk free information Windows 2000 Windows 2003 Windows XP diff Use to compare two text files or two Windows 2000 Windows directories 2003 Windows XP du Use to view disk usage information Windows 2000 Windows 2003 Windows XP fgrep Use to search for text patterns within a set of Windows 2000 Windows files 2003 Windows XP findstr Use to find strings in logs or text files Similar Windows 2000 Windows to UNIX s grep command Useful when 2003 Windows XP parsing log files or other text files to find a snippet of text grep Use to search for text patterns within a set of Windows 2000 Windows files 2003 Windows XP head Use to view user defined number of lines from Windows 2000 Windows the start of a file 2003 Windows XP IPConfig all Use to get host computer configuration information including the IP address subnet mask and default gateway Windows 2000 Windows 2003 Windows XP isql w Interactive SQL for Windows Use to query Windows 2000 Windows and update Microsoft SQL Server databases 2003 Windows XP Is Use to view directory listings Equivalent of Windows 2000 Windows the DOS dir command 2003 Windows XP mv Use to move files and directories Equivalent Windows 2000 Windows of the DOS move or rename command 2003 Windows XP NBTStat Use to troubleshoot NetBIOS name resolution Windows 2000 Wi
3. Within the Status Peripheral output LastStateChange contains these fields C Signifies the peripheral is configured correctly to communicate with the ICM peripheral gateway Signifies the peripheral is online for example communications have been established with the ICM peripheral gateway Signifies that the peripheral is in service for example agent and call data are sent to the ICM peripheral gateway Date Current date Time Current local time Up Time In parenthesis is length of time the process has been in current state Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 185 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility Parameter Descriptions LastHeardFrom Is the date time and length of time since the peripheral last sent valid data to the ICM peripheral gateway agent_status Displays the states of agents and their groups agent_trace Controls agent tracing in the router agi_lookup Sends the router a application gateway lookup request checksum check Requests router to do a checksum cic_lookup Sends the router a CIC lookup request cicr_time Send ReportCICRTime message to the router closed_call Sends a Closed call request to the router config Enables config commands confignic Sends a ConfigureNIC request to the router configpd Sends a ConfigurePD request to the router configpg
4. 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 Information List page 63 How to Configure SQL for Use with the System Interrogate Tool page 66 Configuration of sysquery and Trace page 66 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 you may want to modify the settings chosen during installation or use certain optional behaviors that require further configuration These post installation configuration options include Modifying the basic Support Tools setting specified during installation network time server privileged use group Repository path and TCP IP port Excluding the Support Tools Repository from continuous virus scans Installing Windows Management Instrumentation WMI on Cisco Unified Nodes running SQL 2000 so that this information can be reported on by the Support Tools System Interrogate utility Adding information about specific processes and services that display in the Processes amp Services screen Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 61 Chapter 8 Configuri
5. How to Use the Services Screen Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode page 39 Use the Services screen to e View all Services installed on the current system e Stop and start services on the current system e Save a list of Services to a file Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 104 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Services Screen To open the Services screen from the Dashboard menu select Support Tools gt lt mode gt Services Note This utility is available to privileged users only It will not appear on the Dashboard menu for non privileged users To View Services To view services for the current system Step 1 Click the List Services button The screen displays all services on the system For each service the screen displays e A check box whose column Start Stop indicates whether the service is currently running e Name The name of the service Type Either Critical blue Known green or unknown red Service type is defined in the user modifiable processinfo xml file e Information Additional information about the service as defined in the Services Definition List Note Support Tools automatically determines the state of current services started or stopped at the time you connect to a system If y
6. This section contains the following topics e How to Uninstall Support Tools page 67 How to Reinstall Support Tools page 68 e Upgrading Support Tools page 68 How to Uninstall Support Tools Step 1 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 describes how to uninstall the Support Tools Server and the Support Tools Node Warning If you are running a patched version of Support Tools e g 2 1 2 2 1 3 you must back out all installed patches prior to uninstalling the your base version of Support Tools Use Windows Add Remove programs to remove patches using the Patch Manager uninstallation utility To confirm the version and build number of your Support Tools Server On the Dashboard menu select Support Tools Your version information displays under Support Tools Dashboard To Uninstall the Support Tools Server Uninstalling the Support Tools Server removes the Support Tools Server its associated utilities and registry entries associated with Support Tools Note that uninstalling the Support Tools Server does not automatically remove the Repository files a From the Windows Start menu select Settings gt Control Panel gt Add Remove Programs gt Cisco Support Tools b Click Remove Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 67
7. 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 including local cache lookup WINS server query broadcast DNS server query and Lmhosts and Hosts file lookup To Access NBTStat from the Dashboard Step 1 Step 2 To run NBTStat from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 219 Chapter 14 Using 3rd Party Common Tools Net Session Step 3 Step 4 If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using NBTStat Command Line Options Net Session nbtstat a RemoteName A IP address c n r R RR s S interval The options for NBTStat are a adapter status Lists the remote machine s name table given its name A Adapter status Lists the remote machine s name table given its IP address c cache Lists NBT s cache of remote machine names and their IP addresses n names Lists local NetBIOS names r resolved Lists names resolved by
8. CAD Registry Settings IPPA CAD Registry Settings LRM Server CAD Registry Settings RASCAL Server CAD Registry Settings Record and Playback Server CAD Registry Settings Sync Server CAD Registry Settings VoIP Monitor Server CAD Registry Settings CAD Log files CAD Registry Settings CAD Debug files X Cisco CallManager 3 x Build Information Registry Information CallManager Attendant Log files CallManager Attendant Service log files CallManager Attendant JTAPI log files CallManager Installation log files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 89 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Component amp Sub components Retrievable only in Interactive Mode Cisco CallManager 4 x X Build Information e Registry Information e CallManager Attendant Log files e CallManager Attendant Service log files e CallManager Attendant JTAPI log files e CallManager Installation log files Cisco Media Blender X e CMB Properties files e CMB Blender Properties files Cisco Collaboration Server X e Registry Information e Current ccServer Err File e All ccServer Err files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 90 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Scree
9. Chapter 9 Uninstalling Reinstalling and Upgrading Support Tools How to Reinstall Support Tools Step 2 c The uninstaller will ask if you want to remove everything Select Yes d If desired after running the uninstaller use Windows Explorer or a similar file management tool to delete the Support_Tools directory To Uninstall the Support Tools Node Uninstalling the Support Tools Node removes the Node only it does not remove utilities or other items that are part of a standard ICM installation a From the Windows Start menu select Settings gt Control Panel gt Add Remove Programs gt Cisco Support Tools b The uninstaller will ask if you want to remove everything Select Yes c If desired after running the uninstaller use Windows Explorer or a similar file management tool to delete the Support_Tools directory After removing Support Tools from an ICM or related Cisco Product Node you should also remove that node s entry in the Support Tools System List in the Support Tools Dashboard How to Reinstall Support Tools As desired you can re install the Support Tools 2 1 Server or Node using the same steps employed for an initial installation Warning Prior to re installing Support Tools 2 1 you must uninstall it following the uninstallation instructions in this guide Failing to uninstall Support Tools prior to a reinstall can cause problems with IPSec functionality see Troubleshooting Upgrading Supp
10. gt registry Invokes the Registry utility gt list instance Queries the local system and returns the registry information for a customer instance customer_1 named customer_1 If a specific instance in not specified the List command automatically returns registry values for the first customer instance it finds on the target system gt save Optionally saves the data returned to a registry file in the application server s Repository If no file name is specified output is saved to a file named Registry lt host_name gt lt timestamp gt xml Optionally you can include an argument that specifies a file name 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 node as desired Use the Compare Registries utility to e Compare the ICM Windows registry settings between The current system and another system The current system and a registry file stored in the Support Tools repository Two registry files in the repository e Copy registry values from one system to another or from a file to the current system Save a comparison to a file in the Repository Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 139 Chapter 12 Using Cisco Tools from a Command Line How to Use the Compare Registries Utility from a Command Line To Run t
11. ms debug regbase Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 167 Chapter 13 Using Cisco Common Tools How to Use the NICROI Utility 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 NICRO Utility Use the NICROI NIC Remote Operator Interface utility to configure and debug the old style DOS based AT amp T NIC NICROI allows you to see route request data from the inter exchange carrier IXC and label response information from the Cisco Intelligent Contact Management ICM Call Routers For use with ICM Loggers for customers running an AT amp T NIC only Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access NICROI from the Dashboard Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 To run NICROI from the Support Tools Dashboard Use the System Select screen to select the system you want to work with From the Dashboard menu select Cisco Common Tools gt NICROI In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the nicroi command is already implied Do not enter it in the Arguments f
12. Step 5 Pending Jobs To use a tool in batch mode Select a tool to use that is within the Batch Mode menu Schedule a time to run the tool Enter a Date and Time using the calendar at the top of the page for the selected Batch Mode tool Note You must select a time in the future Check the select boxes next to the Systems on which you want use this tool Click Schedule to schedule the Batch Mode operation A page appears confirming that the batch job has been scheduled Click OK You are returned to the Batch Mode scheduling screen for the selected tool Note e You can view the results of batch mode operations for any given tool by selecting History under that tool in the Batch Mode node of the Support Tools menu e You can view Pending Jobs for any given Batch Mode tool by selecting the Pending Jobs node under that tool in the Batch Mode node of the Support Tools menu e A separate batch job is created in the Pending list for each system that is selected The Pending Jobs screen displays a list of jobs that are schedule to run for the selected Batch Mode tool You can click Refresh at any time to see if any new jobs have been scheduled or started Note If you schedule a job in the short future 2 minutes then the job may not appear in the Pending Jobs prior to its execution Canceling a Batch Mode Job Step 1 You can cancel any pending job for a batch mode tool To cancel a pending job Check the sele
13. Optionally you can include an argument to dump this output to a local file Output is stored as XML formatted text save Saves the latest query command results to a file in the application gt save server s Repository OR Saved output is stored as XML formatted text gt save lt filename gt If no file name is specified output is saved to a file named SysQuery lt host_name gt lt timestamp gt xml Optionally you can include an argument that specifies a file name files Displays the list of System Interrogate files in the target system s gt files Repository view Displays the contents of a System Interrogate file from the gt view lt filename gt Repository on the application server OR gt view lt filename gt lt localfile_path filename gt Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 135 Chapter 12 Using Cisco Tools from a Command Line How to Use the Registry Utility from a Command Line Command Description Example download dl Downloads a local copy of a System Interrogate file from the application server s Repository Optionally you can include a text argument to convert the file from XML formatted text to plain text gt download lt repository_ filename gt lt local_filename gt text OR gt download lt repository_ filename gt lt localfile_path filename gt text application server remove rm Deletes a specifi
14. Test the installation After installing Support Tools perform a few simple tests to verify that the install was successful Post Installation Configuration 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 as desired after installation you can modify the settings chosen during installation or use certain optional behaviors that require further configuration How to Collect Information for Support Tools Installation Prior to installing Support Tools collect the following information that you will need to provide during the install Step 1 For the Support Tools Server Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 51 Chapter 7 Installing Support Tools How to Create Support Tools User Groups Step 2 a Determine the name of the Support Tools privileged user group Determine which users will be members of this group b Determine the username domain and password of the distinguished user page 53 for the Cisco CCBU Support Tools HTTP Server c Determine the IP address or fully qualified DNS of your network time server To use Support Tools merged log capabilities each Support Tools Server and node must be able to communicate with the same Simple Network Time Protocol SNTP or NTP server This is required even for networks that have fully sy
15. Using Head Command Line Options Head displays the first lt count gt lines of each of the files listed on the line If no files are listed display the first lt count gt lines of the standard input Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 212 Chapter 14 Using 3rd Party Common Tools IPConfig all ISOL IPConfig all lt count gt defaults to 10 head lt count gt n lt count gt vx filel The options for Head are lt count gt or n lt count gt 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 environment variable or into 8 spaces if TABS is undefined Display program description Note e Ifthe environment variable Head exists its value is used to establish default options e 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 v option specify v e Ifthe environment variable TABS exists its value will determine the number of spaces used to expand tabs Otherwise tabs are expanded to 8 spaces Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode When you troubleshoot a TCP IP networking problem begin by checking the TCP IP configuration on the computer that is ex
16. filel file2 mv firv filel fileN directory Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 218 Chapter 14 Using 3rd Party Common Tools NBTStat NBTStat If the last file is a directory each file is moved into a file in the destination directory with the same name If only two files are specified filel 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 overwriting each destination file f move the file don t ask for confirmation even if it will overwrite a file marked Read Only r recursively move all of the files and subdirectories specified by the filename including the named directory v print out status as the mv progresses Display program description Note e Ifthe environment variable MV exists its value is used to establish default options e 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 I option specify I e The order of options f and I is significant the one specified last determines whether a confirmation is requested e If the environment variable MV exists its value is used to establish default options Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode
17. list_calls lc Display OPCs call states list_routing_client Irc Display OPCs Routing Client stats for peripheral mem_leaks Dump memory leakage based on checkpoints from prior calls network_trunk_group_trace ntg_trace Controls NetworkTrunkGroup tracing in the OPC peripheral_trace Controls Peripheral tracing in the OPC quit q Ends the program read_file read Directs command input to another input file route_call Sends a route call request to the router route_trace Controls Route tracing in the OPC service_trace Controls Service tracing in the OPC skill_group_trace Controls SkillGroup tracing in the OPC status Sends an message telling OPC to display its status stop_log Requests logmsg to stop logging messages Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 175 Chapter 13 Using Cisco Common Tools How to Use the OPCTest Utility Example Debug Information trunk_group_trace Controls TrunkGroup tracing in the OPC tuning_param tune Controls tuning in the router The following example shows detailed output for the status command Figure 5 OPC Test Example Output C Popetest ewtnode pele OPCTEST Release 2 5 service pack 7 Build 03105 opctest status OPC Version Release 2 5 service pack 2 Build 03116 Release Date 09 78 98 07 01 57 Current Time 03 17 17 4707 i indicates which side of the PG is Local Time 03 17 12 4707 5 0 hr xgpplying the Call Router with st
18. selection options and command line mode vs interactive mode see Using Cisco Common Tools from a Command Line page 125 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 128 Chapter 12 Using Cisco Tools from a Command Line How to Use the Services Utility from a Command Line Using the Services Utility from a Command Line When using the Services utility from a command line note that e Unlike in Dashboard use you can stop services whose Type is Critical service type is defined in the user modifiable processinfo xml file e Prior to stopping a service you should be aware of the significance of stopping it including any dependant services that may be affected e The Services utility will not allow you to stop services with peer or child 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 Table 5 Command Line Options Command cmdhelp chelp Description Displays a list of commands specific to this utility Note Using Help or also displays this list but includes several additional ICM commands e g echo error_stop not used by this utility Example gt cmdhelp n Displays syntax for a specified command gt lt command gt appserver Specifies the system on which the utility should run If not gt lt app_servername gt specified the u
19. such as the WinNT cmd exe which has special semantics for I and and for which you should actually put this on the command line or in your batch file WAAg b tc dle xangn Or you may be executing grep through a build tool like pmake exe for which you d have to say nanna b c di e AE aa ggu Note Ifthe environment variable Grep exists its value is used to establish default options e 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 I option specify I Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Head utility to view a user defined number of lines from the start of a file To Access Head from the Dashboard Step 1 Step 2 Step 3 Step 4 To run Head from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the Head command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button
20. 1 1 266 Chapter 20Troubleshooting Support Tools Troubleshooting Login Problems Dashboard Troubleshooting Possible Causes e Incorrect URL entered e Incorrect port entered in URL e Tomcat Web server not started on Support Tools server e Support Tools Server or LAN connectivity down Action Possible Workarounds 1 Re type URL http lt hostname gt 8188 uiroot 2 By default Cisco CCBU Support Tools HTTP Server Tomcat bundled with Support Tools uses ports 8188 HTTP Confirm with your administrator that this default has not been modified 3 Confirm with your administrator that the Cisco CCBU Support Tools HTTP Server Tomcat is started and running properly on the Support Tools server 4 Confirm with your administrator that the Support Tools server machine is up and running properly and that LAN connectivity exists Symptom Can Access Dashboard Login Page but cannot log in Message Invalid user name specified Cause Incorrect or invalid username or password entered Action Re enter username and password as follows Network Users 1 Name lt windows_network_domain gt lt username gt 2 Password lt network password gt Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 267 Chapter 20 Troubleshooting Support Tools Troubleshooting Utility Problems Local Users 1 Name lt localhost gt lt username gt 2 Password lt local_password gt Note Local user
21. 168 To Access NICROI from a Command Line on a Node ssssssseeessenrsserrrreeeennrrsrtreserrrnnerennnnsnernsene 168 Leina racino mM NICR ireas A EErEE R 169 Capturing NICROI Data to NICIOg XXRX Eee ee Bee cennin rR ner ee aaraa E iae a AEA 169 Capturing NICROI Data to MOOG Ot isctcccsscdiasiursicnensrcasoiersgtiansiieinaiuneatiasefedienndiareliapemcbensieienieint 170 COPO RNICR A LOG FIE aora ee et ee ee en 170 Setmng ihe Download Directo y ossis eienn E ERREA teismeimienentel pesiauieitabietd 171 wansi nA RE e ee ren nee rt ene cater eer een eee an neem oer eae een eer 171 How to Use te NMStart Utissa ERE 171 TO Access NMStart from th DashbDodTa rssssrereiennrenpnen enarek erresa 171 To Access NMStart from a Command Line on a Node sssesssseesssenrsserrnreeerneresrrressrrrnnerrnnnrnnrnesene 172 eima NEES esi A O a E eer rr rene ese 172 How to Use the NMStop UMY scienee 172 To PS NMSIOD irom the Danbo sere ereer EE e E 172 To Access NMStop from a Command Line on a NOde ecccceeeeesceeeeeeeeeeeeeeeeneeeeeseaaeeeeeesaaeeeeeeaas 173 We p eE a eh aa E E E E E T E he re 173 How to Use ihe OPC Tost Uili isrixscscriniscsavtaianiainattnvexssicamdiaimiancdateiente O REENER 173 To Access OPC Test irom the LUI craic cts ice ple a eene EErEE anra Ea 173 To Access OPCTest from a Command Line on a NOde cccceeeeecceeeeeneeeeeeeeeneeeeeseaaaeeeeesaaaeeeesaas 174 Vema OPE _ eea ae UPR ey rea ORT Pree See ene FRU Tt er RDS er
22. 2 1 1 100 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Registry Compare Screen Note For information on how to copy key values from one system to another see To Copy Keys Between Registries and Files below Viewing Registry Keys for Multiple Customer Instances Step 1 Step 2 Step 3 For machines with multiple customer instances the Compare Registries screen only retrieves and displays the registry settings for one instance at a time By default the screen retrieves the registry for the first customer instance it encounters on each machine based on an alphabetical listing of instance names The currently loaded instance will display an arrow to the left of its name indicating content To retrieve the registry for a different instance In the registry tree navigate to and expand the ICM branch All customer instances are displayed The currently loaded instance will display an arrow to the left of its name indicating content Click the name of the instance whose registry you want to retrieve A message displays stating Insufficient data available for comparison Click the Compare Registries Again link to retrieve registry data for that instance To Copy Key Values Between Registries and Files Step 1 Step 2 After initiating a registry comparison you can copy specific key values from one system to another in order to synchronize similar systems or to correct missing
23. 2 1 1 79 Chapter 10 Using the Support Tools Dashboard How to End a Dashboard Session Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 80 Part 5 Using Support Tools Web Tools Support Tools Web Tools are a set of Cisco authored utilities specifically designed for use with the 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 on an individual node Command line access to individual nodes can be local or remote via methods like TelNet pcAnywhere etc However they were primarily designed for Web access through the Dashboard All Web Tools allow you to save to the Repository and download file images of the data they collect Note Within the Dashboard the functionality of some Web Tools is distributed among several different screens pages For example Processes and Services utility functionality is divided among a Processes screen and a Services screen Table 2 Web Tools at a Glance Tool Name Trace and Log Description Use to collect and view log files from ICM or related Cisco Unified Product Nodes Allows you to create merged logs from two ICM or related Cisco Product Nodes for comparative analysis Also allows you to create trace groups for log groups and turn on off the different trace groups on a schedules basis Installed On All Support Tools nodes Dashbo
24. After installing Support Tools you should test your installation by e Accessing the Support Tools Dashboard e Testing the connection to Support Tools Nodes Access the Support Tools Dashboard a Open a Web browser and in the Address line enter http lt hostname_or_ip_ address gt lt Tomcat_HTTP_port gt Note The Cisco CCBU Support Tools HTTP Server Tomcat default http port is 8188 This default can be modified during installation b Press lt Enter gt The Support Tools Dashboard Login screen opens In the Login Name field enter lt Wwindows_domain gt lt Windows_username gt For example my_domain my_username d Inthe Password field enter your Windows password case sensitive Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 58 Chapter 7 Installing Support Tools How to Create the Distinguished User Account e Click Login Step 2 Test the Connection to a Support Tools Node a On the System Management screen add the node s you want to test to the system list b On the System Management screen use the Test Connection utility to confirm the connection to individual nodes Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 59 Chapter 7 Installing Support Tools How to Create the Distinguished User Account Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 60 Chapter 8 Configuring Support Tools
25. Batch Mode Netsh is a command line scripting utility that allows you to either locally or remotely display the network configuration of a computer that is currently running Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays the Boot ini file settings of the selected system Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Analyzes the volumes hard drives on the selected system and determines whether or not a defrag is recommended for any system volumes Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 235 Chapter 14 Using 3rd Party Common Tools Defragreport Defragreport Driverquery Eventtriggers Note This tool can be used in both Interactive Mode and Batch Mode For details on sched
26. CONO TOOS ea eee ee ee 30 Fle Pees UUE sssaaa a 25 iie oe Eton Lociki ee er Sry oe anesep nr Or ER ene er ePer over er eet eee ee 36 Nom Clee CS UNING E sercis eia a aaa MiaendineeaMe af Belial yee oa S LP a Re ee oe ne eer ne ne ee orc es eee mir erecer ere rere ee aree eee 37 Be Te Mode vs Batch ia ats oes ccc sted roeren ries aarin Eaa Eee EES er eens 39 e a ao D EEA EN a E e E E T E E E A A E A T 39 Peete ie MWS rg MONE a A A E renters ree ere rer ee cere eer er 39 laine Hage nt Eats Maes anti ashin oui niedsees ei eae MEENA 40 Ree a ee ee ee ase 40 Gancelng a Baich Mode Oa iaca init nineties rn insobiaciniatlanbaieianeriaiaeinnl TEE 40 SAVOU SUHD MO DECUIT ardent a AEAEE AARE ER 43 Suppan Tols Security Features rcns i see eee teeta e EE tee EEEa 43 Using IPSSCurity wih Support TOO Sivssiieiisinisizatstoisstanceriaratacenidarsbrerneinviansleimbandlieiaaeidvienenasabininel 44 Automated IPSec USI i ssirrtananree eseado E ES 44 Manal IPSec Lr TON sissi a anani E A RISETO ETRE EA ENERET 45 Part 3 Installing Upgrading and Configuring Support TOols cccccsesesseeeeeeeeseeeeeeeeeeeneeees 47 Pci las Supon Mills SNe tment ere etre iene a a 49 Apout instaling at TOOS erii N ER a 49 Supporti Tools instalation TASKS crnina ee E R e oaair ERE 49 P st Installation Cori GUPATION areniscas ae iA EE E 51 How to Collect Information for Support Tools Installation ccecsccceeeeeecceeeeessaeeeeeseeeeeeeeeeeeeneeeaaaeees 5
27. Cisco Unified Software Release 2 1 1 171 Chapter 13 Using Cisco Common Tools How to Use the NMStop Utility Step 4 Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating Step 5 If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Step 6 Click the Run button To Access NMStart from a Command Line on a Node From a command line on an ICM Call Router Logger AW or PG you can access NMStart from any location on the local physical drive For example c gt nmstart d temp gt nmstart Using NMStart Syntax nmstart lt customer_instance gt lt node gt For example c gt nmstart cisco pg3a 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 e This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode e The Support Tools Unknown Process and Services Explorer is an alternate more robust utility with which to stop ICM services To Access NMStop from the Dashboard To run NMStop from the Support Tools Dashboard 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 gt NMStop Step 3 In the Arguments fi
28. Cisco Unified Software Release 2 1 1 200 Chapter 14 Using 3rd Party Common Tools chmod chmod Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the CHMOD utility to set file permissions To Access CHMOD from the Dashboard Step 1 Step 2 Step 3 Step 4 To run CHMOD from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below When entering arguments the CHMOD command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using CHMOD Command Line Options chmod lt mode gt filel Mode is any combination of l l wlslhim where adds an attribute to a file removes an attribute from a file gives a file just the attributes specified 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 not Display program description Cisco Support Tools Us
29. Node ensure that the supported Cisco Unified software products you are installing it on meet the minimum hardware and software prerequisites Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 50 Chapter 7 Installing Support Tools About Installing Support Tools Install the Support Tools Node Install the Support Tools Node on each ICM or related Cisco Product you want to manage through Support Tools The Support Tools Nodes installation includes e The Support Tools Node Agent Service e Support Tools Web utilities and certain Unix style 3rd Party Common Tools e Support Tools documentation Note Other Support Tools utilities are not part of the Support Tools installation Rather these utilities already exist on each node distributed as part of standard ICM and Windows installations Enable ports for Support Tools Support Tools uses the following ports Tomcat the Cisco CCBU Support Tools HTTP Server by default listens for HTTP requests on port 8188 It listens for HTTPS requests used for SSL by default on port 8189 e Support Tools requires a port 39100 by default to communicate between the Support Tools Server and Nodes Ensure that this port is available on each node managed by Support Tools If a firewall stands between the Support Tools Server and any Support Tools node and or between the Support Tools Server and remote users you must open these ports on the firewall
30. PSIRT can work with information that has been encrypted with PGP versions 2 x through 9 x Never use a revoked or an expired encryption key The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL http www cisco com en US products products_ security vulnerability _policy html The link on this page has the current PGP key ID in use If you do not have or use PGP contact PSIRT at the aforementioned e mail addresses or phone numbers before sending any sensitive material to find other means of encrypting the data Obtaining Technical Assistance Cisco Technical Support provides 24 hour a day award winning technical assistance The Cisco Technical Support amp Documentation website on Cisco com features extensive online support resources In addition if you have a valid Cisco service contract Cisco Technical Assistance Center TAC engineers provide telephone support If you do not have a valid Cisco service contract contact your reseller Cisco Technical Support amp Documentation Website The Cisco Technical Support amp Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies The website is available 24 hours a day at this URL http www cisco com techsupport Access to all tools on the Cisco Technical Support amp Documentati
31. Response Unit VRU peripheral For example c gt rttest cust csco node routera rttest rttest status Router Version Release 2 5 service pack 2 Build 03134 Release Date 12 23 98 13 30 08 Current Time 03 17 16 00 42 Local Time 03 17 11 00 42 5 0 hr Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 181 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility Router Up 02 21 01 01 45 24 6 day Router Sync 03 11 11 06 20 6 2 day A gt B Status Output Process The first section labeled Process in the first column of the status output shows the status of each ICM central site process One ICM central site consists of an ICM call router and an ICM database logger In most cases there will be two ICM central sites sideA and sideB for redundancy Process LastStateChange LastHeartBeat A agi A cic A csfs OK 03 06 11 10 20 11 2 day A dba OK MH 03 06 11 10 20 11 2 day 03 17 16 00 12 30 sec A dbw A lgr OK MH 03 06 11 10 20 11 2 day 03 17 16 00 17 25 sec A rcv OK 03 06 11 10 20 11 2 day A rtr OK MH 03 06 11 10 20 11 2 day 03 17 16 00 15 27 sec Arts OK MH 03 06 11 10 20 11 2 day 03 17 16 00 19 23 sec A tsyr OK 03 06 11 10 20 11 2 day B agi B cic B csfs OK 03 11 11 08 34 6 2 day B dba OK MH 03 11 11 07 02 6 2 day 03 17 16 00 38 4 sec B dbw B lgr OK M
32. Sends a ConfigurePG request to the router 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 various kinds of debugging output from router deconfig Sends an message telling the router to de configure dump Requests router to do a internal state dump to a file dump_adminscript_info Display Admin Script Information dump_adminscript_runtimes Display Admin Script Run Times dump_call_types Display the routers call type schedules dump_datain Display the routers data input queue dump_hash Display the routers internal hash statistics Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 186 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility dump_indirect_route_meters Display the routers indirect route meters dump_locks Display the status of locks dump_region Display the contents of a region dump_struct Requests router to dump a structure dump_timers Sends an message telling the router to display its timers dump_vars Dumps info about router variables echo Controls echoing of command lines enable_config Makes config commands visible error_stop Controls setting of stop on error flag exit Obsolete Use exit_router or quit exit_dbw Causes dbworker process to exit exit_router Sends an message telling
33. Software Release 2 1 1 249 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 250 Chapter 15 starting and Stopping Support Tools Server Node Processes This section contains tasks for starting and stopping Support Tools Server Support Tools Node and Cisco CCBU Support Tools HTTP Server Tomcat How to Stop and Start the Support Tools Dashboard Cisco CCBU Support Tools HTTP Server Tomcat Step 1 Step 2 Step 3 You stop or restart the Support Tools Dashboard by stopping or restarting the Cisco CCBU Support Tools HTTP Server Tomcat on your Support Tools Server Stopping Cisco CCBU Support Tools HTTP Server Tomcat prevents users from accessing the Dashboard Support Tools installs Cisco CCBU Support Tools HTTP Server Tomcat to run as a service Thus the easiest way to stop or restart Cisco CCBU Support Tools HTTP Server Tomcat is to stop or restart this service To stop or start the Support Tools Dashboard On the target machine open the Windows Services dialog Select the Cisco CCBU Support Tools HTTP Server service Right click on the service and as appropriate select Stop or Restart Note Cisco CCBU Support Tools HTTP Server Tomcat starts automatically immediately following a Support Tools Server install It should only be necessary to restart Cisco CCBU Support Tools HTTP Server Tomcat following a deliberate shutdown or system outage Cisco Support To
34. Step 8 Step 9 Note If you plan on using the Cisco Security Agent CSA you can only change the drive letter and must leave the remaining default path information This is because CSA security rules are written specifically based on the path names e Network Time Server Specify the static IP address or fully qualified DNS of your network time server Also specify the frequency in minutes with which this machine should reconcile its clock against the network time server Note As necessary this value can also be modified after installation e IPSec Preshared Key For Windows 2003 installs only you have the option of entering an IPSec key that authenticates the Support Tools Server to individual nodes Keys are case sensitive and limited to 256 characters You can use any character except single and double quotation marks back slash and pipe Note If an IPSec policy is already assigned on you machine you will not be prompted to enter a preshared key For more see Automated IPSec Implementation page 44 When the installation is complete click Finish Depending on your local machine s configuration you may be prompted by the installer to reboot the machine to complete the installation The Support Tools Node will start automatically upon reboot If you stopped the Cisco Security Agent for the installation start its service and set the service startup type to Automatic How to Test the Support Tools Installation Step 1
35. Support Tools Node The Support Tools 2 1 1 Node is backwards compatible with previous versions of the Support Tools Server Note however that 2 1 1 functionality will not be available when working with earlier versions of the Support Tools Nodes or Server Support Tools Port Requirements Support Tools has the following port requirements Support Tools HTTP Server Tomcat HTTP and HTTPS Port Cisco CCBU Support Tools HTTP Server Tomcat bundled with Support Tools by default listens for HTTP requests on port 8188 and HTTPS requests on port 8189 These defaults can be changed at installation if desired Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 17 Chapter 2 Support Tools Requirements and Compatibility Support Tools Dashboard Web Browser Requirements If a firewall stands between the Support Tools Server and any Support Tools node and or between 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 the default HTTPS mode Support Tools Listening Port Support Tools requires a port to initiate connections with and listen for responses between the Support Tools Server and Support Tools Nodes By default the Support Tools Server uses port 39100 As desired you can specify a different port during installation As part of the Support Tools installation configuration Ens
36. System List Support Tools Node not installed on that machine e Support Tools Node Agent Service stopped on that machine Action Possible Workarounds 1 Confirm that the machine is running and that LAN connectivity is available 2 Confirm that the computer name for that machine as defined in the Support Tools System List displayed on the Dashboard s System Management screen is correct 3 Confirm with your administrator that the Support Tools Node is installed on that machine 4 Confirm with your administrator that the Support Tools Node Agent Service is started on that machine Symptom Certain utilities are missing from the Dashboard menus e g Services screen Processes screen Message N A Cause You are not a member of the Support Tools privileged user group Action Certain utilities are only available for members of the Support Tools privileged user group Contact your administrator if you believe you should have access to these utilities Error Processing Request Symptom Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 269 Chapter 20 Troubleshooting Support Tools Troubleshooting Dashboard Problems 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 e Appserver service not stated on the Support Tools Server Action Poss
37. To Download a File Step 1 Step 2 Step 3 Step 4 Step 5 How to Use the Registry Screen Modify the name as desired Note that 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 To delete a file from the Repository Check one or more of the file s Select check boxes Click the Delete button Click OK in the delete confirmation box As desired you can download a copy of a file from the Repository to your local computer To download a file from the Repository Check the file s Select check box Click the Download button A popup window opens containing two links Download Text and Download XML To download a file Depending on the type of file that you want to download e As plain text with no XML formatting right click the Download Text link and select Save Target As from the popup menu A Save As dialog box opens e With any XML formatting intact right click the Download XML link and select Save Target As from the popup menu A Save As dialog box opens Specify the location where you want to save the download Click Save How to Use the Registry Screen The Registry Screen allows you to view a collapsible tree of the selected system s Windows registry Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 97 Chapter 11 Using Support Tools Utilities from the D
38. To run Relog from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the relog command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using Relog Command Line Options relog lt filename filename gt Options for relog Displays context sensitive help a Append output to existing binary file c lt path path gt Counters to filter from input log cf lt filename gt File listing performance counters to filter form the input log Default is all counters in the original log file f lt CSVITSVIBINISQL gt Output file format t lt value gt Only write every nth record into the output file Default is to write every record o Output file path or SQL database b lt M d yyyy h mm ss AMIPM gt Begin time for the first record to write into the output file e lt M d yyyy h mm ss AMIPM gt End time for the last record to write into the output file config lt filename gt Settings file containing command options q List performance counters in the input file Cisco Support Tools User Guide for Cisco U
39. Trace Group Screen Interactive Mode page 112 e How to Use the Trace Groups Screen page 113 e How to Use the Schedule Trace Screen page 116 e About Log Collection page 117 e How to Use the Collect Logs Screen Batch Mode page 119 How to Use the Log Collections Screen page 120 e How to Use the Collect Logs Screen Interactive Mode page 123 How to Use the System Interrogate Screen Use the System Interrogate screen to view information about the current system Note This tool can be used in both Interactive Mode and Batch Mode For additional details on scheduling this tool to run in batch mode see Using Batch Mode page 39 See below for details between the different options available in Interactive Mode and Batch Mode for System Interrogate Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 83 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Using System Interrogate you can e View system information on following Operating system and hardware Cisco MCS Server SQL Server Information Web Server Information Cisco JTAPI Information ODBC Information Cisco Security Templates ICM 5 x 6 x or 7 x node Cisco Callmanager CCM Cisco Webview Cisco SNMP Cisco IPCC Express CRS Cisco Agent Desktop CAD Cisco Security Agent CSA Note This is only a small subset of the list of i
40. a regular maintenance period when the machine is in off production mode Table 1 Steps for Installing Support Tools Collect information for the install page 51 Prior to installing Support Tools collect the information that you will need to provide during the install Create the Support Tools privileged user group page 53 Create and assign users to the Windows user group that will serve as the Support Tools privileged user group Create the Distinguished User Account page 53 The Support Tools Server installs the Tomcat Web server which runs as a service called Cisco CCBU Support Tools HTTP Server This service must run as a distinguished user To do this 1 Prior to installing the Support Tools Server create the Distinguished User account 2 After installing the Support Tools Server assign the Distinguished User the requisite directory privileges Review the Support Tools Server hardware and software prerequisites Prior to installing the Support Tools Server ensure that the machine you are installing it on meets the minimum hardware and software prerequisites Install the Support Tools Server The Support Tools Server installation includes The Support Tools Dashboard e The Support Tools Node e Support Tools documentation e Java Virtual Machine JVM 1 5 0_05 e Apache Tomcat 5 5 16 Review the Support Tools Node hardware and software prerequisites Prior to installing the Support Tools
41. amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 228 Chapter 14 Using 3rd Party Common Tools tail Using Strings Command Line Options tail Strings displays printable ASCII strings in the binary files specified on the command line If no files are given it displays printable ASCII strings in the standard input strings t lt n gt n lt n gt filel The options for strings are t lt n gt specifies the minimum length that a terminated string needs to be before it is printed default 4 n lt n gt specifies the minimum length that a non terminated string needs to be before it is printed default 8 Display program description Note If the environment variable STRINGS exists its value is used to establish default options Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Tail utility to view user defined number of lines from end of a file To Access Tail from the Dashboard Step 1 Step 2 Step 3 Step 4 To run Tail from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using
42. and Log Tools The following utilities were created by Cisco specifically for use with Support Tools They can be run from within the Dashboard interface or from an external command line on either the Support Tools Server or an individual node Tool Name Registry Description Cisco Product registry entries Installed On All Windows based Support Tools nodes Dashboard Privileged Users Only X External GUI No Dashboard or Command Line Access Use to view ICM or related Services running on an ICM or related Cisco Product Support Tools nodes Registry Use to compare and All Windows based X Compare synchronize ICM or related Support Tools nodes Cisco Product registry entries System Use to display system All Windows based Interrogate information for example Support Tools nodes OS hardware ICM SQL Processes Use to view and stop All Windows based X Processes running onan Support Tools nodes ICM or related Cisco Product Services Use to view and stop All Windows based X Support Tools features enhanced logging capabilities including the ability to set trace levels based on existing log groups Utility Name Description Installed On Dashboard Privileged Users Only Create Log Group Ability to group a set of servers products All Support Tools nodes and processes for which to collect logs Create Trace group The ability to set trace leve
43. based third party tools include e isql w e sqlew winmsd Almost all 3rd Party Common Tools are installed on all Support Tools nodes Windows OSs Several see the table in the next section may be particular to SQL Server installations Most 3rd Party Common Tools are command line based and can be run from either the Support Tools Dashboard or from an individual node Command line access to individual nodes can be local or remote via methods like TelNet pcAnywhere etc Several 3rd Party Common Tools are GUI based While menu commands for these utilities appear in the Support Tools Dashboard they cannot in fact be launched from there Access to these tools is limited to the individual node either locally or via remote GUI such as pcAnywhere Table 16 3rd Party Common Tools At a Glance Utility Name Description Supported Node Operating Systems Arp a Use to find the media access control address Windows 2000 Windows of a host on the same physical network 2003 Windows XP cat Use the CAT utility to display print and Windows 2000 Windows combine files Equivalent of the DOS type 2003 Windows XP command chmod Use to change file permissions Equivalent of Windows 2000 Windows the DOS attrib command 2003 Windows XP cp Equivalent of the DOS copy command Windows 2000 Windows 2003 Windows XP Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 193
44. by filename e sort the files first by the extension and then by the filename t sort the files by the date and time that the files were last written s sort the files by the size in bytes u do not sort the files r reverse the order of the sort selected R recursively descend down each subdirectory p put a slash or after each directory a list all files including HIDDEN files d when a directory is specified on the command line display it as an individual item rather than displaying its contents o when a high bit greater than 127 character in a filename is displayed assume the name is in the Windows ANSI character set and convert it to the DOS OEM character set just like dir does This means that for commonly used accent characters in Windows filenames they ll look the same in a OEM character set based command prompt Note however that this may result in output which obscures actual distinctions since the conversion is not always reversible For Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 217 Chapter 14 Using 3rd Party Common Tools mv mV example four accented Windows ANSI versions of A OxcO Oxc4 all map to A under this conversion Also note that Is will only ever show single byte filenames even if the underlying file system has Unicode filenames when dealing with a file with Unicode characters in its name the Picnix utilities will t
45. configuration security information product ID and hardware properties such as RAM disk space and network cards Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 244 Chapter 14 Using 3rd Party Common Tools systeminfoList systeminfoCSV Taskkill SysteminfoList Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays detailed configuration information about a computer and its operating system including operating system configuration security information product ID and hardware properties such as RAM disk space and network cards Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays detailed configuration information about a computer and its operating system including operating system configuration security information product ID and hardware properties such as RAM disk space and network cards Note Because the Dashboard automatically sets the al
46. contains these fields C Signifies that the ICM peripheral gateway server has successfully downloaded a configuration from the ICM call router F Signifies that the ICM peripheral gateway is fully configured and the configuration is valid O Signifies that the ICM peripheral gateway is online and is communicating with the ICM call router Date Current date Time Current local time Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 184 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility Up Time In parenthesis is length of time the process has been in current state Status Output Peripheral The third section labeled Peripheral in column 1 shows the status for third party peripherals such as ACD and VRU devices Peripheral is the name of the peripheral ACD or VRU as defined in Configure ICR 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 03 11 11 29 30 6 1 day 03 17 16 00 40 2 sec NY_PG3 COS 03 11 16 31 42 5 9 day 03 17 16 00 41 1 sec TX_PG4 COS 03 11 16 37 53 5 9 day 03 17 16 00 34 8 sec VA_PG1 COS 03 13 22 18 40 3 7 day 03 17 16 00 41 1 sec VB_PG2 COS 03 16 23 31 33 16 4 hr 03 17 16 00 41 1 sec
47. copy the file don t ask for confirmation even if it will overwrite a file marked Read Only p preserve the source attributes and last modified date and time for the destination file This is the default To turn if off use p Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 202 Chapter 14 Using 3rd Party Common Tools df df r recursively copy all of the files and subdirectories specified by the filename including the named directory V print out status as the cp progresses d preserve the directory structure of the specified files which must all be specified with relative paths when placing them in the specified directory For example cp d foo bar baz otherdir will make the directories otherdir foo and otherdir bar if necessary then copy foo bar baz to otherdir foo bar baz Display program description Note e If the environment variable CP exists its value is used to establish default options e 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 I option specify I e The order of options f and I is significant the one specified last determines whether a confirmation is requested Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the DF utility to view information o
48. created You can see in this list also the size of the file If you do not see the date and time you are looking for you can view more log files by typing mgmt file list more until you see the log file that you would like to capture This log file format is useful if you have several specific time periods that you want to capture Capturing NICRO Data to Roilog txt The roilog txt file is a file that is invoked by opening and closing it this file is NOT automatically generated as the niclog xxx This log file is useful if you have one general extended period of time that you want to capture Use the following steps to create a roilog txt file To Open a roilog txt file From within NICROI issue the log open lt filename gt command This command causes all status displayed in the NICROI logging window to be stored in a log file on the NICROI host system The name of the log file can be specified If omitted the default name is roilog txt which is placed in the current directory of the process from which NICROI starts Note If you use this type of log file you must close the log to stop the writing of information once you have captured the time frame in question before you copy the log file out to analyze it To Close an roilog txt file From within NICROI type the log command to close the NICROI log file No further file logging is performed Copying NICRO Log Files You can copy these log files to your local drive The
49. ere 62 SUNT T00 Administrative CD ressens enner E RETEN ETERNE i 62 Tomen Doson USO ak EE 62 GAP FOL eonun aa T TE EEEE R 63 How to Disable Continuous Virus Scan for the Repository sssesseeeseseessrerrsserrnnerrnnnesterrsserennnrnnnneenee 63 How to Modify Processes and Services Listed in the Process Information LisSt cccccssseeeseeeeeeeees 63 How to Configure SQL for Use with the System Interrogate TOOl c ccesccceeesseceeeeseeeeeeeeeeeeeeeeeeaeeeees 66 Goniguraton of sysguery and TVS aisariaiinitciaairteiaiiksandentpinnialeinbieimiaesianincasiaitcidnieliaubiaemibeiasinnteieue 66 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 9 Uninstalling Reinstalling and Upgrading Support TOO S ccsicciccccccnecsgatcc cats venrdeserensesznvesiceronsteontesssventexenecere 67 Pow e Lil SOT PAD aiena ARTEA 67 How io Reinsial Support Ee Rel eee a Re er ur ne ee Ea AE a de ey ee eek 68 Upgrading Support Tools escanea a a eHALeRTel 68 Part 4 The Support Tools DaSh BO ANG sis spiesscnisieitssasnassssscsisnesssadeassnsienennneemuanasdauseipniapiepsaaasasasansdnns 69 10 Using the Support Tools Dashboard cies ss ee teehee ele 71 Accessing 1he Dashboard and Privilege Sissies 72 PPS S UN me DANDO ckone 72 Dashboard Pi MISIE iienaa E EE S 72 Using the Dashboard for the First i 0 cy aan eee lee te enti ene se knaen aidea oiei Rina 72 Accessing Unites in the DaASMPOAry ciissimindioninessiancdenii
50. for Cisco Unified Software Release 2 1 1 xii Preface Purpose This document details the installation configuration and day to day use of the Cisco Support Tools Server and Cisco Support Tool Nodes Audience This document is intended for System Installers Administrators and Users of Cisco Support Tools 2 1 1 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 1 Preface Organization 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 Tools 7 Using 3rd Party Tools 8 Reference 9 Support Tools Troubleshooting Related Documentation Additional Documents e Cisco ICM IPCC Support Tools Tool Release Notes Conventions This manual uses the following conventions Convention Description boldface font Boldface font is used to indicate commands such as user entries keys buttons and folder and submenu names For example e Choose Edit gt Find e Click Finish Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 2 Preface Obtaining Documentation Convention Description italic font Italic font is used to indicate the following e To introduce a new term Exam
51. from the Dashboard s soisrsiisissisisnioiarsntnrosnoiknennisnisneieinariiii 83 How to Use Mhie System WIC Seree errererersi eee e e a eiaeia 83 To Retrieve System Information in Interactive MOdE cccccceeeesceeeeeencceeeeenaeeeeeseaeeeseeseeaeeeeeeaaaeees 93 To Retrieve System Information in Batch Made oi ccc seccacecscicteen ciresensasdarennentccceasseeraseeseuceseaneutciannn 94 Te Save System Miormation to a Flies seein inirenianinnieaps iain tacindneiasieaneinreainiatiabmimnsdamiietainntlemiemenais 94 To Save Files Returned from a System Interrogate cccccccceeeeseeceeeeeecceeeeenaaeeesssaeeeseeneeeeeeeneaaeeees 95 How t Use ihe History SSCS esis siaccarsriiasiniininasadcnstameigrminkresiaaaeerniatiaislinMnaUaaneRiiaaeTRRRMRINES 95 To Set an Expiration Date for History Pig eircscoccs secs Resi ectree te eeeeeeeke eek 96 TE VIS a Savod PIG ss sawsscsadiasensiaans pe ciammsaapiaien penne debcodiateetesratidussion sidsseiadinienibid a E 96 To View Diff Only for Registry Compare Files Registry Compare History Screen Only 06 96 TEIE 2G eee eee mney ene pepen rer epee ine re etree einen we mr eer Coren et tide notin ae ere rer perreney erraneneny rer mer fe er tre rete rene 96 T DAE gt loi Se emt eee ee nee ec a ese eRe Pre a Oran pele rteer Sa em ere ene 97 Te Downoad a Fileiciisinisssctraitexnisinsts ictus taviniidnenteniniteiaalaiielaemnamsiemerendiniaiesinmbuiatebibindlaneiaeiemenee 97 How t Use the Registry n
52. from the Dashboard menu Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 102 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Processes Screen How to Use the Processes Screen To View Processes Step 1 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode page 39 Use the Processes screen to e View all processes running on the current system e Terminate processes on the current system e Save a list of processes to a file To open the Processes screen from the Dashboard menu select Support Tools gt lt mode gt gt Processes Note This utility is available to privileged users only It will not appear on the Dashboard menu for non privileged users To view processes for the current system Click the View Processes button The screen displays all processes currently running on the system For each process the screen displays e Name The name of the process e PID The process s ID number e Type Either Critical blue Known green or unknown red This categorization for each process is based on modifiable process definitions stored in the Processes Definition List e Information Additional information about the process as defined in the Processes Definition List Note Support Tools automatically downloads the list of current processes at the ti
53. in the lt icm_root gt bin directory Because icrmsgs dll is an active services file it is recommended that these two files be copied into separate directory Set up a profile which consists of settings used as input to CTITest To initiate a new profile start the CTITest with the following command c abe gt ctitest p lt profile name gt Configure the CTI Server and socket where the CTITest connects to 1 Configuring Side A CTI Server Run the following command to configure the CTI Server Side A for the CTITest c abc gt ctitest config hostA lt ctiserver_hostnameA gt portA lt ctiserver_portA gt 2 Configuring Side B CTI Server Run the following command to configure the CTI Server Side B for the CTITest if you have a duplex configuration Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 160 Chapter 13 Using Cisco Common Tools Step 3 Step 4 Step 5 Step 6 How to Use the CTlTest Utility c abc gt ctitest config hostb lt ctiserver_hostnameB gt portB lt ctiserver_portB gt Note e In the above example lt ctiserver_hostnameA gt lt ctiserver_hostnameB gt represents the IP address or host name of the CTI Server or PG side A and B and lt ctiserver_portA gt lt ctiserver_portB gt represents the port number of side A and B we e Ifit is a simplex environment use to specify a null value Configure the CTI protocol version to 6 c abc gt ctitest conf
54. in the list use the systemlist check command Enter commands as described in the Command Line Options section below Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 131 Chapter 12 Using Cisco Tools from a Command Line How to Use the Processes Utility from a Command Line Note For additional information on basic Web Tools command line use including system selection 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 command line note that unlike in Dashboard use you can stop processes whose Type is Critical service type is defined in the user modifiable processinfo xml file Table 6 Command Line Options Command Description Example cmdhelp chelp Displays a list of commands specific to this utility gt emdhelp Note Using Help or also displays this list but includes several additional ICM commands e g echo error_stop not used by this utility n Displays syntax for a specified command gt lt command gt appserver Specifies the system on which the utility should run If not gt lt app_servername gt specified the utility is run on the local system lt options gt system Specifies the target system the utility should run against If not gt system lt host_name gt specified the utility is run agains
55. line that matches M Prints only the filename if a file contains a match O Prints character offset before each matching line P Skip files with non printable characters A attr Specifies color attribute with two hex digits See color F file Reads file list from the specified file stands for console C string Uses specified string as a literal search string G file Gets search strings from the specified file stands for console Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 209 Chapter 14 Using 3rd Party Common Tools grep 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 For example FINDSTR hello there x y searches for hello or there in file x y FINDSTR C hello there x y searches for hello there in file x y Regular expression reference grep Wildcard any character Repeat zero or more occurrence of previous character or class Line position beginning of line Line position end of line 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 lt xyz Word posi
56. log to the group request Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 146 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Collection Utility from a Command Line Command Option Description gt al product CCS system CollServer001 Adds a second CCS log to the group Each log must be added on a separate line gt lgdesc my_group_description Optionally creates a description of the group gt closelg Closes the log group and saves it to the application server s Repository How to Use the Log Collection Utility from a Command Line Use the Log Collection utility to e Create a log collection e Download collected logs e View details of log collections e Delete log collections Note The Log Collection utility can be run in interactive mode only command line mode is not available for this tool For additional information on basic Web Tools command line use including the distinction between command line mode and interactive mode see Using Cisco Common Tools from a Command Line page 125 To Run the Log Collection Utility from a Command Line To run the Log Collection utility from a command line Step 1 From a command prompt on a Support Tools node navigate to lt support_tools_root gt Step 2 Enter letool Step 3 Enter commands as described in the Command Line Options section below Using the Log Collec
57. made in the recent past Note The screen is automatically refreshed each time it is loaded To refresh the list of trace groups From the History Trace Group screen click Refresh The screen is refreshed showing any updates that may have been made Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 115 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Schedule Trace Screen How to Use the Schedule Trace Screen Scheduling a Trace Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 The Schedule Trace screen allows you to define a period of time when a certain trace level setting should be used as defined in a trace group and optionally collect and merge logs and collect binary data Finally you can define the trace level setting that the traces should revert to at the end time of the Schedule Trace period To schedule a trace from the Schedule Trace Screen Define a start time when the trace level in the selected trace group s should be activated Select the Hour Minute Day Month and Year You can click on the Days in the calendar Define an end time when the trace level in the selected trace group s should be deactivated Select the Hour Minute Day Month and Year Note The End Time must occur after the start time In the At End Time section Define the following e Optionally check the box next to Restore trace level to and select ei
58. not a prompt in this window just an empty command line where you may enter commands This is the only trace element available within NICROI You should now be able to click on the activity window behind your NICROI session and see the results of this trace setting scrolling To turn off tracing In order to turn tracing off repeat the same entry nic sfk 4 This added information is then inserted into a log file either the niclog xxx or the roilog txt log file that you open create explained below There are two different places that you can capture this data within the niclog xxx or within a log file that you must open in order to have data written to it called roilog txt Capturing NICRO Data to niclog xxx Step 1 Step 2 The niclog xxx is a file that the NIC writes data to automatically and labels each log file with a date time stamp along the same functionality as an EMS log file used for other ICM processes Use the following steps to view a list of niclog xxx files Type mgmt help within the NICROI window to see the options available Type mgmt file list to view all the niclog xxx files available Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 169 Chapter 13 Using Cisco Common Tools How to Use the NICROI Utility Step 3 Note The time shown is the time that the log is closed meaning the time that information stopped being written to that particular log and another log is
59. of system modification from the Dashboard Non privileged users are limited to information gathering functionality only Note that Support Tools utilities used outside of the Dashboard environment namely via command line do not impose these levels of privilege The use of Support Tools utilities outside of the Dashboard environment accessed via command line interface on a node is not controlled by a login password System administrators can use Windows privileges to limit this method of access to specific users or groups Optionally to enhance security on Windows 2003 systems you can use Support Tools automated deployment of IPSecurity to authenticate requests from the Support Tools Server to a node Automated IPSec setup is not available on non Windows 2003 systems but IPSec can be configured manually if desired Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 43 Chapter 6 About Support Tools Security Using IPSecurity with Support Tools Using IPSecurity with Support Tools Optionally you can use PSecurity to secure communication between the Support Tools Server and Support Tools Nodes Authentication occurs at the Node when the Support Tools Server makes a request As such an IPSec secured Support Tools Server can make requests to an unsecured Node but a secured node will not accept requests from an unsecured server The Support Tools Server uses a client policy with a filter that reque
60. on the Support Tools menu See About the Support Tools Utilities for a list of these privileged tools Selecting a System to Work With in Interactive Mode The first action you typically take after logging in to the Dashboard is to select the system that you want to work with Many Support Tools Interactive Mode utilities cannot be used until you first select a system Select the current system using the Select System utility After you have completed working with that node you can use the Select System utility to choose a different system to work with Adding a System to the System List In order to select a system to work with you may first need to add it to the Support Tools system list if it is not already defined in the list You can do this using the Select System or System Management screens You add multiple systems by clicking Support Tools gt System Management Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 73 Chapter 10 Using the Support Tools Dashboard Using the Dashboard for the First Time 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 System Management page allows automated addition of CVP 4 x nodes and other Support Tools Servers Navigating and Refreshing Pages in the Dashboard When us
61. platforms e MCS 10 004 Class e MCS 10 003 Class e MCS 10 002 Class e MCS 10 001 Class Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 Chapter 2 Support Tools Requirements and Compatibility Support Tools Server Node Version Compatibility Additional hardware requirements include e ATA IDE acceptable e Graphics card capable of 1024 x 768 x 64K color or better 17 or larger display recommended e Disk Space The Support Tools Server installation uses approximately 100 Mb of disk space Additional space requirements will depend on the size and quantity of files retained in the Repository at a given time For typical use 1 Gb of available disk space is sufficient Support Tools Server OS Requirements Prior to installing the Support Tools Server one of the following operating systems must be installed and properly configured e Microsoft Windows XP Professional with Service Pack 2 e Microsoft Windows 2000 Server with Service Pack 4 e Microsoft Windows 2003 Server Standard Edition with Service Pack 1 Support Tools Server Network Requirements Ensure that the machine on which you will be installing Support Tools Server has network access and administration rights to each Cisco Unified software component on which the Support Tools Node will be installed Support Tools Server Node Version Compatibility The Support Tools 2 1 1 Server is backwards compatible with previous versions of the
62. properties such as RAM disk space and network cards SysteminfoList Displays detailed configuration information All Support Tools about a computer and its operating system nodes including operating system configuration security information product ID and hardware properties such as RAM disk space and network cards SysteminfoCSV Displays detailed configuration information All Support Tools about a computer and its operating system nodes including operating system configuration security information product ID and hardware properties such as RAM disk space and network cards Taskkill Ends one or more tasks or processes Processes All Support Tools X can be killed by process ID or image name nodes TasklistTable Displays a list of applications and services All Support Tools with their Process ID PID for all tasks nodes running on either a local or a remote computer Tasklist Displays a list of applications and services All Support Tools with their Process ID PID for all tasks nodes running on either a local or a remote computer TasklistCSV Displays a list of applications and services All Support Tools with their Process ID PID for all tasks nodes running on either a local or a remote computer 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 privileged Cisco S
63. run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 221 Chapter 14 Using 3rd Party Common Tools NSLookUp Step 4 Click the Run button Using NetStat Command Line Options NSLookUp NetStat a e n s p proto r interval The options for NetStat are a Displays all connections and listening ports e Displays Ethernet statistics This may be combined with the s option n Displays addresses and port numbers in numerical form p proto 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 protocol statistics By default statistics are shown for TCP UDP and IP the p option may be used to specify a subset of the default interval Redisplays selected statistics pausing interval seconds between each display Press CTRL C to stop redisplaying statistics If omitted netstat will print the current configuration information once Display program description Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the NSLookup utility to get information on the curren
64. section below Note When entering arguments the Tail command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 229 Chapter 14 Using 3rd Party Common Tools touch Using Tail Command Line Options touch Tail displays the last lt count gt lines of each of the files listed on the line If no files are listed display the last lt count gt lines of the standard input lt count gt defaults to 10 tail lt count gt n lt count gt fvx filel The options for Tail are lt count gt or n lt count gt specifies the number of lines to display 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 Display program description Note e Ifthe environment variable TAIL exists its value is used to establish default options e You can override an option that was specified in the environment variable by following the option with a minus s
65. select Interactive Mode gt Trace and Log gt Collect Logs To Create a Log Collection Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 To create a log collection Optionally check Merged Log to create a single merged log file from the logs collected by this group Note When you later download a merged log the collection will include the individual associated log files in addition to the merged log itself Optionally for ICM system logs only check Include Binary Data This causes the log file to include binary data such as memory allocation buffer size etc but may also substantially increase file size Optionally for ICM system logs only check Use MS Option for Dumplog This causes dump log files to include data in millisecond increments but may also substantially increase file size Optionally for CVP 4 0 logs only check Collect Only Error Logs This limits log collection to error logs Specify a time span in minutes of logs to collect Select one or more log groups to collect logs from Click the Collect LOGS button The log collection process begins immediately The amount of time this process takes to complete depends on the number and size of the logs you requested as well as the period of the collection that you specified You can view collected logs or check the status of requests on the Log Collections screen Note It is not necessary to remain in session while a log collection runs
66. the situation Severity 3 S3 Operational performance of your network is impaired but most business operations remain functional You and Cisco will commit resources during normal business hours to restore service to satisfactory levels Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 7 Preface Obtaining Additional Publications and Information 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 available from various online and printed sources Cisco Product Quick Reference Guide is a handy compact reference tool that includes brief product overviews key features sample part numbers and abbreviated technical specifications for many Cisco products that are sold through channel partners It is updated twice a year and includes the latest Cisco offerings To order and find out more about the Cisco Product Quick Reference Guide go to this URL http www cisco com go guide Cisco Marketplace provides a variety of Cisco books reference guides and logo merchandise Visit Cisco Marketplace the company store at this URL http www cisco com go marketplace Cisco Press publishes a wide range of general networking training and certification ti
67. 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 at Controlled Directory Numbers CDNs and agent Position I Ds Instrument Identification Numbers IDNs For use with MerPim PGs only Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access MPTrace from the Dashboard To run MPTrace from the Support Tools Dashboard Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 166 Chapter 13 Using Cisco Common Tools Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 How to Use the MPTrace Utility Use the System Select screen to select the system you want to work with From the Dashboard menu select Cisco Common Tools gt MPTrace In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the mptrace command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access MPT
68. to Use the System Interrogate Utility from a Command LIne ceececeeeeeeeeeeeeeeeeeeeeeteeeeeeeneeees 134 To Run the System Interrogate Utility from a Command Line ccccceeeeeeeeeeeeeeeeeeeeeeeeeeentaaeeeeeeaes 134 Using the System Interrogate Utility from a Command Line ccccesseceteeeeeeeeeeeeeeeeeseeeeeeeeeeenees 134 Viewing System Iniormaton Example ass tcc recedes ree reece 136 How to Use the Registry Utility from a Command Line ceceeecceeeeeeeeceeeeeeaeeeeeeecaaeeeeneeneeeeeeeneeees 136 To Run the Registry Utility from a Command Liaise ie sass ceckccretsenceccctessatansnnidaesraevertesteiexieteateredes 137 Using the Registry Unity irom a Command LING siiwisiccesiarninersacantdpensciepriaoneiieiucnsermvioneieiteisniinatie 137 Viewing Registry Information IVR tcc ectceceec virce cete tuciceicectasteSencd acerca sterescteceterGudxenstibecmiveste 139 How to Use the Compare Registries Utility from a Command Line cccceeeeeeeeeeeeeeeeeeteeeneeeeeeeneeees 139 To Run the Compare Registries Utility from a Command Line eccecceceeeeeeeeeeeeeeeeeeeeeeeeentaaeeeeneees 140 Using the Compare Registries Utility from a Command Line ccccceeeesceee testes eeeeeeeeeeeeeeeeeeeeees 140 COR A PS IS er eee ee 142 How to Use the Log Groups Utility from a Command Line eee eeeec ee eeeeeeeeeeeeeeeeeeeeenaaeeeeeeeeeeeeeeneeeees 143 To Run the Log Groups Utility from a Command Lies ioc cic sc co
69. using the noall directive as shown below c iem cd ra logfiles gt rttest cust cd node routera rttest debug noall Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 189 Chapter 13 Using Cisco Common Tools How to Use the SS7NICTrace Utility Ending an RT Test Session It is very important that you quit from your RTTest session when finished If too many RTTest sessions are left running in the background system resources will be drained and call routing will be adversely affected To quit an RTTest session enter rttest quit How to Use the SS7NICTrace Utility Use SS7NICTrace to view and set debug trace bits on an ICM SS7 NIC PG Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Accessing SS7NICTrace SS7NICTrace is an external GUI application present on all ICM nodes as part of that standard ICM installation It cannot be run from within the Support Tools dashboard To access SS7NICTrace on an SS amp NIC PG from a command line enter ss7nictrace 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 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Us
70. 1 port in the registry against the ports in the ST policy Confirm the value of the communications port Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 258 Chapter 17 IPSec Settings and Procedures Step 2 Step 3 Step 4 Step 5 Launch the Microsoft Management Console Double Click on the Cisco Unified Contact Center policy Select the CUCC policy and click Edit Select the Cisco filter list from the IP Filter List tab and click Edit A new dialog box opens displaying the IP filters for the selected Filter List Examine the entries for the destination port Confirm that there is an IP filter where the destination port equals the value of the communications port There may also be an additional IP Filter that specifies port 39101 which is used for the STPA Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 259 Chapter 17 IPSec Settings and Procedures Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 260 Chapter 18 How to Modify the Login Screen Disclaimer By default the Support Tools Dashboard login page displays this disclaimer IT IS AN OFFENSE TO CONTINUE WITHOUT PROPER AUTHORIZATION This system is restricted to authorized users Individuals attempting unauthorized access will be prosecuted You can modify the text of this message by editing the properties file that contains the message string This
71. 1 How to Create Support Tools User GOUD rosassa AAEREN E 52 To Create Support Tools User Passes cs cscs cicanc te dc casccascsicdesn cea ee ois ees iciesioleai eee 53 Creating Local Accounts on the Support Tools Server ecceceeesecceeeeeeeceeeeeesaaeeeeeeaeeeeeeseeeeeeeeeaeaeees 53 How to Create thie Distinguished User ACCO acs ie epee ras eeeercreescereraceneirererec eres tiered 53 How to Create the Distinguished User ACCOUNNM cecccceeeeseceeeeeeeneeeeeeeeeeeeeeeeaaeeeeeeaaeeeenseeeeeneeaaes 54 How to Assign Directory Privileges to the Distinguished USeV cceceeceeeeeeeneeeeeeeneeeeteenneeeeteniees 54 How to Install ihe Support HOGS Bevel sin inccsinanicosrsirinnerinnsiniaiaaminnnisenvienslarmiaaniiainnenaninneiuaauenian 54 How to siall the Support Tools NodE icsrrrerermsrenireueesnorieprari nreno raa ER EEE EEEE EEES 57 How to Test the Support Tools STAN AON ciasisinsiccsaciasscresinrseisicaineiensisacseariareeeicieanniniieavrauaieimiinunaieiias 58 o Contona SUPPO TOO S naa a EAEE EN NEAR 61 About Configuring Support Mt a Sep eee ee et ee Opry Crores en OPE ny Or OCP omer me epee Aie EIEEE 61 How t Modity Support Tools Basie COniaur ation viicsscs sce netareatdsiniecesadacesitassiaseacasanindsaadeosseionobecandenenial 62 Eolaing ta d iele aS ea ns nek E a E E ETE E E a 62 L cation of ihe Support Tools MetalatONiensissrsiiiniaa eiai ania 62 Location of the Support Tools Repository 2 Ree eee ner SF et iE ee
72. 220 Net lt a Sis AN iaicasch casa sae sea a O 220 NN SN o r ee ee es 221 Ner Skaisics WarkS ta NO a ia a EAA sal dele Ginvencaninuiaiictan felonies 221 Na E E E EA E ear E E E E A A E EE E E A E 221 Te Astees NetStat irom the Das Wal esiones aeiee TENERE 221 Using NetStat Command Line 6 S211 9 1 eee eee le ee neraso 222 Pe IIe is se rasinteee tain sie denne alate hn RR IE leet 222 To Access NSLookup from the DUS aca sesckscecescaceccetsiccesties etiesktvacccreeeieeactssticsecuaneic 222 Using NSLookup Command Line CptOr isis is isscs ice sestescecasienceneiidiue ceca tiecsetasinied avnanahieasssieceieienimeres 223 el al e a Re en enn Oren ee een ene rr Sena T ene eae nee nnn ne Cert er emer ee een E ree 223 To Access PathPing irom the DASA cisciicciiacadiassntaaiaiiasdaicaiiaiaaianaiaciantciiaiclinwalabintiaiabiniiessaieds 229 Using PathPing Command Line CG to cscs sas eee ceed ce cites eee eeececeeecleemeeaieaies 223 R S EE E E E PE A AE eine eesti een eo endian E amie 224 Ms SS Pmg irom the Dashboard rescrierea ee EESE o ESETA EE 224 Using Ping Command Line Nan onan saesasicisniraisareainrinianseiiiresaganiiditeinaesinnrasianteaiidresiaisesstinistiads 224 e i E Pe Cr Pe E E E E E E tee E EE E E E T E E ET yer tree 225 A A A E T E E E A A E T 225 TO ACCE S RM Om TE Das a N a ete eee eas 226 DS ics RM Command Line OPONE cis caistiautstcrcsicsamiausntadsassctanveliaiideseinuiatadigiscissveiinedalgniasiaiassgcdinaiahs 226 Routo PAINT
73. 3 x only X CVP VXML Installation log file e CVP VXML Server configuration files e CVP VXML Server log files e CVP VXML Application Server log files Cisco Security Agent e Registry Values e csalog files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 92 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Component amp Sub components Retrievable only in Interactive Mode Cisco Support Tools X e Support Tools Version e Support Tools Server Settings e AppServer Log files e Command History files e Cisco CCBU Support Tools HTTP Server Tomcat log files e UlServer log files e UlServer WEB INF UIRoot log files e Minidump files Note Service Releases and configuration changes may change the type of information that can be retrieved The list above may not be complete or accurate for your deployment To Retrieve System Information in Interactive Mode Step 1 Step 2 Step 3 Step 4 To retrieve system information for the current system Verify that the system for which you want to interrogate is selected in the Interactive Mode gt Select System screen Click Interactive Mode gt System Interrogate Select the options on which you want to retrieve data from the list of categories that appears Only checked items will be interrogated Note The types of options available differ depe
74. 5 Chapter 8 Configuring Support Tools Configuration of sysquery and Trace How to Configure SOL for Use with the System Interrogate Tool Step 1 Step 2 In order for the Support Tools System Interrogate utility to access and report on an ICM system s SQL database information it must have access to Microsoft s Windows Management Instrumentation WMI WML is not part of a standard Windows SQL install and in most cases will therefore need to be installed separately To Install WMI Obtain the SQL 2000 Server CD or download WMI at http msdn microsoft com downloads list wmi asp On each ICM system that has SQL installed and with which you want to use the System Interrogate utility for example loggers AWs run setup from the x86 OTHER wmi directory Note For additional information on installing and using WMI see the MSDN library at http msdn microsoft com library default asp url library en us wmisdk wmi sql_for_wmi asp Configuration of sysquery and Trace The sysquery and trace configuration files also exist on the Support Tools Server However these files should not be modified Modifications to these files are not supported If modifications are deemed necessary by Cisco Systems Inc then updates will be made available using the patch process Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 66 Chapter 9 Uninstalling Reinstalling and Upgrading Support Tools
75. ASSISTANCE seere E EER eE Ea EE a Ee 6 Cisco Technical Support amp Documentation WebsSite cccceeeeseeeeeeeeceeeeeeeseaeeeeeeaeeeeeeeeeeeeeeeeaaeeeeee 6 Submitting a Service Request Re ere ere ae pe crear ETETETT Rrra eee eee reser 3 Definitions of Service Reguest SSVSNY cisanicciss tess ciacniecsdieareinermatumessiaieniedsesdenepieneanesessheaseiemeiieieindannten 7 Obtaining Additonal P bicatons and WNT TRIN IN s sisien ee 8 Part 1 Support Tools 2 1 1 Features Compatibility and Requirements eeeeeeees 11 1 New Features in this Release E E E E ET E E N A AT 13 2 Support Tools Requirements and Compatibility E A E E beaaidiniah iaeaineueannis TT 15 SUpport T00 Node Aegureme ese ctecrie eee hence ciaa st onset E Ea 15 Support Tools Node Compatibility with Cisco Unified Products and Product AEN PANET 15 Support Tools Node Hardware Requirements 5 Sree ore eee ey enero TETEE EERTE o Support Tools Node Software PequirQmMe nti icsiscicsensaccicciarsasatensstecsstecatdetebianeadesiestecaieinermnisicianss 16 SUpport Toas Sa Ver Rere meS e e reer er eee eee arene ee 16 Support Tools Server Hardware REqQuirGMents sci cisiscicsccceciccssssasocincesianssssesteiascesanensinedssaasasncsasseacaecers 16 Support Tools Server OS Requirements eee cues Yee TERE et eer ree ers Fy Support Tools Server Network Requirements PEE AAEE ich A T AEA PA E aaa 17 Suppo
76. Batch Mode For details on scheduling this 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 IP datagram takes to reach a destination The tracert command uses the IP Time to Live TTL field and ICMP error messages to determine the route from one host to another through a network To Access Tracert from the Dashboard Step 1 Step 2 Step 3 Step 4 To run Tracert from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the tracert command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using Tracert Command Line Options WC tracert ip address or hostname Example tracert www cisco com Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 Cisco Support Tools User Guide for Cisc
77. Displays syntax for a specified command gt lt command gt appserver Specifies the system on which the utility should run If not gt lt app_servername gt specified the utility is run on the local system lt commands gt system Note This command is not used with the Log Groups utility localhost Note This command is not used with the Log Groups utility create_log_group clg Opens a session for creating a log group and specifies the gt clg lt new_group_name gt new group s name Note Maximum length for name is 32 characters list_products Ipd Displays products that can be selected for log collection gt 1lpd Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 144 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Groups Utility from a Command Line Command Description Example list_systems Isys Displays systems that can be selected for log collection For each system for which the information is available it displays e product e system name customer name e icm or ccm node name e process name gt lsys add_log al product system icm_customer icm_node icm_process ccm_node Adds one log in the current log group e For ICM logs you must specify product system icm_customer icm_node and icm_process e For CCM logs you must specify product system and ccm_node e For CEM CCM and CCS l
78. DumpCfg lt database gt server lt low recovery key gt high recovery key 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 parameters Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 165 Chapter 13 Using Cisco Common Tools How to Use the MPTrace Utility Accessing ICMDBA You can use ICMDBA to e Estimate size and bandwidth requirements for databases e Create edit and delete central databases local databases and historical database for installed ICM customers e Resize database devices e Recreate a database e Import export data to from databases e View database properties In addition you can use ICMDBA to start or stop a server and to do some limited SQL server configuration ICMDBA is for use with any ICM component that uses a database namely AWs Loggers Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode ICMDBA is an external GUI application present on all ICM nodes as part of that standard ICM installation It cannot be run from within the Support Tools dashboard To access ICMDBA on an ICM component which uses a database namely AWs Loggers from a command line enter icmdba How to Use
79. E e E E E E E E E E Merce Mee E E E E E errr 105 TGS SNe ON oa a G E i A 105 To Save th Services List 10 a Fil a ee ee eee 106 Tace and LOren a a r Oe Oe ra EO 106 H w t Use the Create Log Group Soeh siirsin aaeeea Eain Ee iaeaea 107 T ape a L00 TOUD aa RA ERRi 107 H w to Use the Log BE ge Ws icles a ae eee inni e i ere a aE a EEr ai aiaiai 110 Viewing Log Groups osiin EOE 110 Ste Uy Eoo OUDE e en rey ar Race rere er en ones ore ee eee ee earner 110 Reman r ER Coad MEIN a a r 110 rsa i a See 111 Rersshing ihe Log Groups BOSON inaisiivsc saosseresnctecimaatalainiecteemiiarenicemsintieinnalasialaeineenieviananeiebinn 111 How to Use the Create Trace Group Screen Batch Mode ccccscccceeeseeceeeeeseeeeeeeseaeeeeeeseeseneeneeees 111 Gread a Ce TO a ANERER 112 How to Use the Create Trace Group Screen Interactive MOde cccccceeeeeseeceeceseeeeeeeeeseeeeeeeneeees 112 CASA A Tace WOUD einc e EGO 113 Howto Use tme tace cat ee ee ee a 113 Viewing a Tace Group s Seting croisi niende aiaiai iieiaeie sadia 113 Me rae a ace Groups alee ee ee eee 114 Edtmng a amp kace ar UD iach sch hcianientatinsidinria Eae R 114 Bi eg LO a Ece Ne Bene ne ae 115 Pte Tace GOU a aia E EAEG 115 Refreshing the Trace Epo erga 21 g Sean ee a ee eee ree ee Pert er meee Pere err rere Enee Eiai 115 How t Use the Schedule Tate Seren hi rissasaniasiaccetidismnisiatesierapiedeiiessa ted eateesntecietadiatreientuesciannioieiiane 116 e ey ce
80. Exiting your Dashboard session will not terminate a log collection You can proceed to use other Dashboard Utilities while a Log Collection runs Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 123 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Collect Logs Screen Interactive Mode Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 124 J Chapter 12 Using Cisco Tools from a Command Line While primarily designed for use through the Dashboard Cisco Tools can also be run from a command line on any Support Tools node This can be useful when access to the Support Tools Server Dashboard is not available due to a down machine or connection The functionality available in the Dashboard versions of these utilities is similar though not identical to their command line counterparts As GUIs are generally easier to learn it is a good idea to familiarize yourself with these tools in the Dashboard before attempting to use them from a command line Note The command line versions of the tools cannot download attachments that could normally be downloaded when using the web based version of the tool You must used the web based version of the tool if you need to download attachments Command line versions of the utilities are installed and can be run from any Support Tools node Their default location modifiable during installation is c cisco ccb
81. H 03 11 11 08 36 6 2 day 03 17 16 00 17 25 sec B rev OK 03 11 11 08 35 6 2 day Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 182 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility Process LastStateChange LastHeartBeat B rtr OK MH 03 11 11 07 03 6 2 day 03 17 16 00 15 27 sec B rts OK MH 03 11 11 07 02 6 2 day 03 17 16 00 29 13 sec B tsyr OK 03 11 11 07 02 6 2 day First some general information is displayed such as Router version and build date Then some statistics are displayed Current Time This is Coordinated Universal Time UTC Most telecommunications equipment use UTC time as a common time reference Local Time This is ICM local time as determined by time zone setting on the Cisco ICM Call Router Router Up This is how long the Cisco ICM Call Router function has been up and running Router Sync This shows which side of the Cisco ICM call router last sent a state transfer to the other side Within the Status Process output LastStateChange contains these fields OK Signifies that the process is running fine M Signifies the Cisco proprietary Message Delivery Service MDS protocol is used to keep the process synchronized H Signifies that the process sends and receives internal heartbeat messages using the MDS protocol Date Current date Time Current local time Up
82. OSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES CCVP the Cisco Logo and the Cisco Square Bridge logo are trademarks of Cisco Systems Inc Changing the Way We Work Live Play and Learn is a service mark of Cisco Systems Inc and Access Registrar Aironet BPX Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP Cisco the Cisco Certified Internetwork Expert logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity Enterprise Solver EtherChannel EtherFast EtherSwitch Fast Step Follow Me Browsing FormShare GigaDrive HomeLink Internet Quotient IOS iPhone IP TV iQ Expertise the iQ logo iQ Net Readiness Scorecard iQuick Study LightStream Linksys MeetingPlace MGX Networking Academy Network Registrar Packet PIX ProConnect ScriptShare SMARTnet StackWise The Fastest Way to Increase Your Internet Quotient and TransPath are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other countries All other trademarks mentioned in this doc
83. Services Utility from a Command Line Embedded Spaces In command line arguments remember to place paths file names etc that contain embedded spaces in quotes Failure to do this will prevent a command from executing correctly Example gt view my file txt 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 Services utility to e View information on all services installed on a system e Stop or start services on a system e Save a list of services to a file To Access the Services Utility from a Command Line Step 1 Step 2 Step 3 To run the Services utility in interactive mode from a command line From a command prompt on a Support Tools node navigate to lt support_tools_root gt Enter servicecontrol Optionally in the same line to specify a different machine to serve as the application server enter its DNS or IP address If none is specified the local machine serves as the application server Press lt Enter gt Note To view a list of systems defined in the current system s system list use the systemlist command To view connection status for systems in the list use the systemlist check command Enter commands as described in the Command Line Options section below Note For additional information on basic Web Tools command line use including system
84. Shut Shutdown Tool Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Shutdown Tool utility to stop and restart a remote host after a 60 second grace period Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 Step 1 Step 2 Step 3 Step 4 To run Stopshut from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the stopshut command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server
85. Test Logging In You can login into the Automatic Call Distributor ACD that the PG is communicating with if the session is successfully opened Below is the syntax for issuing the login command Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 161 Chapter 13 Using Cisco Common Tools How to Use the CTITest Utility Syntax CTITest login usage agent_login ID PASSWORD periph N instrument N manualIN reason N auctoIN skill N pri position N supervisor N skill N pri Based on the type and configuration of the ACD you need to provide these parameters for a successful login Once connected you can change agent states answer call transfer call make call conference etc using CTITest Using CTlTest Logging In Below is list of frequently used commands in CTI Test Command agent_login login Parameters reason N skill ID PASSWORD periph n instrument N position N supervisor N autoIN manualIN N pri skill N pri agent_logout logout agentID ID password reason N skill N pri periph n instrument N skill N pri agent_not_ready not_ready agentID ID periph n instrument N reason N skill N pri skill N pri agent_ready ready agent_work_not_ready wrapup instrument N reason N skill N pri agentID ID
86. The options for Touch are c Prevents touch from creating files that did not previously exist 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 times of the arguments are set to the current system time The argument mmddhhmm yy is formed as follows The first mm is a two digit number between 01 and 12 for the month e The dd is a two digit number between 01 and 31 for the day of the month The hh is a two digit number between 00 and 23 for the hour Note that a 24 hour clock is assumed The second mm is a two digit number between 00 and 59 for the minute The yy if present is for setting the year Years between 80 and 99 are understood to be between 1980 and 1999 Years between 00 and 79 are assumed to be for the years 2000 to 2079 Display program description Note If the environment variable TOUCH 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 v option specify v Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 231 Chapter 14 Using 3rd Party Common Tools Tracert Tracert Note This tool can be used in both Interactive Mode and
87. Time In parenthesis is length of time the process has been in current state LastHeartBeat If the process participates in sending and receiving MDS heartbeats this value is the timestamp of the last heartbeat that was sent received by the process Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 183 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility Status Output Controller The second section labeled Controller in the first column of the status output shows the status of Cisco ICM peripheral gateway servers Controller is the name of the controller ICM Peripheral Gateway as defined in Configure initial cell rate ICR Controller LastStateChange LastHeartBeat JATT_NIC_1 128 CFO 03 06 11 10 22 11 2 day 03 17 16 00 39 3 sec ATT_NIC_2 129 CFO 03 11 11 07 05 6 2 day 03 17 16 00 34 8 sec CA_PG9 9 CFO 03 17 04 42 31 11 3 hr 03 17 16 00 31 11 sec FL_PG7 7 CFO 03 11 10 30 16 6 2 day 03 17 16 00 32 10 sec IGA_PG6 6 CFO 03 12 10 50 43 5 2 day 03 17 16 00 29 13 sec IA_PG5 5 CFO 03 11 11 29 27 6 1 day 03 17 16 00 32 10 sec NY_PG3 3 CFO 03 11 16 31 36 5 9 day 03 17 16 00 38 4 sec TX_PG4 4 CFO 03 11 16 33 37 5 9 day 03 17 16 00 38 4 sec VAPGI CFO 03 13 22 18 32 3 7 day 03 17 16 00 33 9 sec VB_PG2 2 CFO 03 16 23 31 31 16 4 hr 03 17 16 00 32 10 sec Within the Status Controller output LastStateChange
88. Use the System Select screen to select the system you want to work with From the Dashboard menu select Cisco Common Tools gt CICMan In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the cicman command is already implied Do not enter it in the Arguments field If desired in the Commands field enter or paste from a batch file a group of commands to run in batch mode Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 157 Chapter 13 Using Cisco Common Tools How to Use the CiCMan Utility When you do this e 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 of time the command will attempt to run before terminating Step 6 If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Step 7 Click the Run button To Access ClCMan from a Command Line on a Node From a command line on a NAM Call Router you can run CICMan from the ICM root directory For example c gt lt icm_root gt cicman Using ClCMan Command line Options Syntax cicman f InputFile system SystemName cust Customer node ICMNode pipe OutputPipe debug stop help Cisco Support Tools Us
89. Value s STATUS eq ne RUNNING NOT RESPONDING UNKNOWN IMAGENAME eq ne Image name PID eq ne gt It ge le PID value SESSION eq ne gt It ge le Session number CPUTIME eq ne gt It ge le CPU time in the format of hh mm ss hh hours mm minutes ss seconds MEMUSAGE eq ne gt It ge le Memory usage in KB USERNAME eq ne User name in domain user format MODULES eq ne DLL name SERVICES eq ne Service name WINDOWTITLE eq ne Window title Note e Wildcard for IM switch is accepted only when a filter is applied e Termination of remote processes will always be done forcefully F WINDOWTITLE and STATUS filters are not considered when a remote machine is specified Examples TASKKILL IM notepad exe TASKKILL PID 1230 PID 1241 PID 1253 T TASKKILL F IM cmd exe T TASKKILL F FI PID ge 1000 FI WINDOWTITLE ne untitle TASKKILL F FI USERNAME eq NT AUTHORITY SYSTEM IM notepad exe TASKKILL S system U domain username FI USERNAME ne NT IM Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 246 Chapter 14 Using 3rd Party Common Tools TasklistTable Tasklist TasklistCSV TasklistTable TASKKILL S system U username P password FI IMAGENAME eq note Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays a list of applications and service
90. a ccag 09 04 2006 18 30 00 09 04 2006 12 30 00 Note that in a merged log e UTC date time represents the adjusted date time of a log entry based on your network s SNTP server Clock e Local date time represents the unadjusted date time of a log entry based on the clock of the system from which the log was derived How to Use the Collect Logs Screen Batch Mode Use the Collect Logs 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 for To open the Collect Logs screen from the Dashboard menu select Batch Mode gt Trace and Log gt Collect Logs Note For information on the Merge Logs option see About Log Collection page 117 To Create a Log Collection Step 1 Step 2 Step 3 Step 4 To create a log group Enter a name up to 32 characters long for the log collection It s a good idea to choose an intuitive name that conveys the attributes of the log collection Optionally enter a description up to 255 characters long Use the calendar to specify the time range of logs to collect Optionally specify whether you want this log collection to run on a recurring frequency Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 119 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Log Collections Screen Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Op
91. a common interface the Support Tools Dashboard to a suite of utilities you can use to examine and troubleshoot Cisco Unified software products What components make up Support Tools The Support Tools Server provides the engine and interface through which users access Support Tools utilities The Support Tools Node is the listening agent that allows the Support Tools Server to interact with Cisco Unified software components Where do I install the Support Tools Server The Support Tools Server can be installed on a client ICM Admin Workstation AW or on its own dedicated machine Do not install the Support Tools Server on an AW Distributor or any other Cisco Unified software component server other than an ICM client AW Where do I install the Support Tools node The Support Tools node should be installed on each supported Cisco Unified software server that you want to manage with Support Tools See About Support Tools Platforms for a complete list of supported components Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 24 Chapter 3 About Cisco Support Tools Frequently Asked Questions 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 e Installing the Support Tools Server on its on its own dedicated machine reduces any performance impact that might be impos
92. a period of time Collected logs reflect the trace settings that were active for the period of time specified when the log collection was requested This configuration allows for great flexibility in logging You can for instance collect logs for a Log group at a default trace setting then activate a trace group to change the trace settings and collect the logs again and revert to the default trace or another trace group after the logs have been collected using the new trace settings Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 106 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Create Log Group Screen Trace and Log Interactive Mode Interactive Mode Trace and Log allows you to set trace levels and collect logs against the currently selected system It includes these tools e Set Trace e Collect Logs You access Interactive Mode Trace and Log tools by selecting Interactive Mode gt Trace and Log Trace and Log Batch Mode Batch Mode Trace and Log allows you to set trace levels and collect logs against multiple systems It includes these tools e Create Log Group e Create Trace Groups e Schedule Trace e Collect Logs You access Batch Mode Trace and Log tools by selecting Batch Mode gt Trace and Log 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 system
93. activity Click the Run button Using Stopshut Command Line Options c gt stopshut Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 227 Chapter 14 Using 3rd Party Common Tools SQLEW SOLEW Accessing SOLEW strings Step 1 Step 2 Step 3 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the SQLEW utility to monitor and update SQL Server operating parameters expand databases and so on SQLEW is a Microsoft external GUI application present on all Windows 2000 installations It cannot be run from within the Support Tools dashboard To access SQLEW On the Windows Start bar click Start gt Run In the Open field enter sqlew Click OK Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Strings utility to print ASCII strings embedded in binary files To Access Strings from the Dashboard Step 1 Step 2 Step 3 Step 4 To run Strings from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the strings command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the
94. ahali cisco Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 June 2007 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0833 w THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCBs public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION TH
95. ame of each file that has a match Note Options m v c and 1 are exclusive Only one of these may be selected x the pattern must match the entire line to succeed i ignore the case of each character while matching n print the line number that the match occurred on f print the full path name of the file when printing filenames s do not report errors encountered while opening or reading files e use the next argument as the pattern to search for This is useful if the pattern begins with a or character Display program description Note If the environment variable FGrep 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 I option specify I Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 Step 1 Step 2 To run Findstr from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the Findstr command is already implied Do not enter it in the Arguments field Specify the comm
96. ameters lt collection_name gt Name of the collection Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 238 Chapter 14 Using 3rd Party Common Tools Logman Options Displays context sensitive help s lt computer gt Perform the command on specified remote system config lt filename gt Settings file containing command options b lt M d yyyy h mm ss AMIPM gt Begin the collection at specified time e lt M d yyyy h mm ss AMIPM gt End the collection at specified time m lt start stop gt Change to manual start or stop rather than a scheduled begin or end time r Repeat the collection daily at the specified begin and end times o lt pathldsn log gt Path of the output log file or the DSN and log set name in a SQL database f lt binlbincirclcsvitsvlsql gt Specifies the log format for the collection a Append to an existing log file v nnnnnnimmddhhmm Attach file versioning information to the end of the log name rc lt filename gt Run the command specified each time the log is closed max lt value gt Maximum log file size in MB or number of records for SQL logs cnf hh mm ss Create a new file when the specified time has elapsed or when the max size is exceeded c lt path path gt Performance counters to collect c lt path path gt Performance counters to collect cf lt filename gt File listing performance counters to col
97. and duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 208 Chapter 14 Using 3rd Party Common Tools FindStr Step 3 If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Step 4 Click the Run button Using Findstr Command Line Options FINDSTR B E L R S I X I V N M 0 P F file C string G file D dir list A color attributes strings drive path filename If no names are specified on the command line the size of the current directory is given Sizes given show the total number of bytes in all of the files within and below the named directory and the amount of disk space used by the files in and below the named directory The disk space is displayed in Kbytes 1024 bytes 1 Kbyte The options for Findstr are 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 directory and all subdirectories I Specifies that the search is not to be case sensitive X Prints lines that match exactly V Prints only lines that do not contain a match N Prints the line number before each
98. ap very quickly potentially within a minute if call volume is high In that case not much data can be captured because the time span is very small To get around this router log file capacities can be increased by altering a few Microsoft Windows registry settings Make sure there is enough disk space available before increasing log file capacities To enter the Windows registry a From a command prompt enter regedt32 6 After checking available disk space the following two registry settings can be changed to allow for larger router log files Note The values are displayed in hexadecimal by default Click on the Decimal radio button to see the base 10 value software geotel icr csco routera ens currentversion Library processes rtr EMSALILoof ilesax software geotel icr csco routera ans currentversion Library processes rtr EMSLogFilevax The first parameter EMSA11LogFilesMax specifies the maximum amount of disk space the router will allocate for all log files combined The second parameter EMSLogFileMax specifies the maximum size that the router will allocate to each log file For example if you set EMSA11LogFilesMax to 20 mg and EMSLogFileMax to 2 mg the router will eventually create no more than 10 files each being no more than 2 mg in size Turning Off Debug Tracing in RT Test When you are finished viewing router logs it is good practice to disable all tracing that was added for troubleshooting purposes Do this
99. ard Privileged Users Only Registry Use to view ICM or related Cisco Product Node registry entries All Windows based Support Tools nodes Registry Compare Use to compare and synchronize Support Tools node registry entries All Windows based Support Tools nodes System Interrogate Processes Use to display system information for example OS hardware ICM SQL Use to view and stop Processes running on a Support Tools node All Windows based Support Tools nodes All Windows based Support Tools nodes Services Use to view and stop Services running on a Support Tools node All Windows based Support Tools nodes Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 81 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 82 Chapter 11 Using Support Tools Utilities from the Dashboard This section contains the following topics e How to Use the System Interrogate Screen page 83 e 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 e How to Use the Processes Screen page 103 e How to Use the Services Screen page 104 e Trace and Log page 106 e How to Use the Create Log Group Screen page 107 e How to Use the Log Groups Screen page 110 e How to Use the Create Trace Group Screen Batch Mode page 111 e How to Use the Create
100. are running including Audium on AIX Note that the Audium AIX installer is only available for CVP versions 4 0 and greater and is only available as part of the CVP shell installer a standalone Node installer for AIX is not available Audium support includes Log Collection and Trace Settings Automated IPSecurity configuration For Windows 2003 Server platforms the Support Tools installer includes the option of automatic IPSec configuration On other platforms IPSec configuration is not automated but can be configured manually if desired Automated System Addition The Support Tools Server can now automatically add to its system list nodes defined on CVP 4 x and Support Tools Server 2 1 system lists Cross version Support Tools Server Node support The Support Tools Server and Node are backwards compatible with previous version of the ST Server and Node Additional Batch Mode scheduling Options Log collection requests can now be scheduled to run by minutes days or weeks Interactive Mode support for Trace Settings and Log Collection Trace Settings and Log Collection can now be specified in Interactive Mode logs or trace are performed in real time against the currently selected system CAD 7 x Trace Support The Trace Setting tool is now supported for CAD 7 x Millisecond option in Log Collector For ICM components dump log data can now be collected in millisecond intervals Additional Merge Log support Merge Log functionality no
101. as not tested or the node has never been selected as a current system It is also possible that the ICM component was added or modified after the tool had already connect to the node Select the system s whose logs you want to collect Click Next Enter a name up to 32 characters long and optionally a description for the log group It s a good idea to choose an intuitive name that will help other users understand what type of logs this group collects Indicate which system processes you want to collect logs for The available choices depend on which type of system has been selected e ICM Processes Logs System The ICM system name Customer The ICM customer instance s on the system Node The ICM node ID for example pgla pg1b router a router b Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 108 Chapter 11 Using Support Tools Utilities from the Dashboard Step 7 Step 8 How to Use the Create Log Group Screen Process The process es on that node for which logs can be collected e CCM Process Logs System The CCM system name Node The CCM process es for which logs can be collected CCM or CTI e IPCC Express Process Logs System The CRS system name Node The IPCC Express Node on the system e CAD Process Logs System The CAD system name Process The process es on that node for which logs can be collected Debug Check to include debug
102. ashboard How to Use the Registry Compare Screen Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this 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 Interactive Mode gt Select System screen Step 2 Click Get Registry The registry is shown in the left column Clicking on the various nodes of this registry tree displays the node values in the right pane of the Registry Screen Step 3 You can optionally save the registry by clicking Save You can view saved registries by selecting Interactive Mode gt Registry gt History How to Use the Registry Compare Screen Note This tool can only be used in both Interactive Mode Use the Compare Registries screen to e Compare the Windows registry settings between The current system and another system The current system and a registry file stored in the Support Tools repository Two registry files in the repository e Copy values from one system to another or from a file to the current system e Save a comparison to a file in the Repository Support Tools has the ability to show only differences between registries To see only differences between two systems simply check the box for Show differences only To open the Compare Registries screen from the Dashboard menu select Interactive Mode gt Registry Com
103. ate mm dd yy et EndTime hh mm ss all prev last binary debug sleep htbt vrustat help This example shows how you can obtain the output from a log file with information from April 29 2003 until April 30 2003 with binary data c icm xyz pgla vrucap vrutrace piml bd 04 29 2003 ed 04 30 2003 binary This example shows how you can obtain output from a log file with information from the last time the process ran to the current date and time c icem xyz pgla vrucap vrutrace piml last Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 191 Chapter 13 Using Cisco Common Tools How to Use the VRUTrace Utility Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 192 Part 7 Using 3rd Party Common Tools 3rd Party Common Tools 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 provides direct access to these utilities through its interface Note This guide does not provide detailed documentation on using third party tools In all cases extensive documentation is available from a variety of sources including user guides the Web and from the tools themselves For those third party utilities on which Cisco specific documentation does exist on http www cisco com links have been provided These GUI
104. atus of OPC Up 12 08 18 59 52 98 9 day 03 13 22 18 33 3 8 day A gt B iz Process LastStateChange LastHeartBeat Processes on the A ope H 03 17 17 46 52 16 sec POs amp their states A pgag OK M 12 08 18 99 56 98 9 day A piml OK M 03 12 19 35 58 49 dey A clesvr B pgag OK M 12 59 53 98 9 day F manages B piml OK M 03 13 22 18 42 3 8 day B ctisvr Bope H 03 17 17 46 52 16 sec SEE NOTE BELOW Communications between the PG amp the Central Controller PGAgent LastStateChangeTime Connect Time Status ConnectBT ime Status SideA PIA 03 13 2 3 3 dey 03 13 22 18 32 3 8 day CONNECTED 03 13 22 1332 3 8 day CONNECTED SideB P 03 13 Z 32 3 8 day 03 13 22 1832 3 8 day CONNECTED 03 13 22 18 32 G8day CONNECTED Peripheral D Side State LastStateChange LastHeardFrom lt i Peripheral Interface 1 A PIM_ACTIVE PR 03 13 22 18 32 G8 day 03 17 17 4707 1 sec f Manager PIM CTiServerNo Side State LastStateChange LastHeardF rom 1 CTINULL 12 08 19 00 02 98 9 day 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 process Enabling debug control turns up tracing on the part of OPC for that you need additional tracing The tracing result is displayed in the OPC EMS log files Use the Trace and Log utility to view the output of the EMS log
105. autoIN periph n manualIN skill N pri agentID ID periph N instrument N reason N skill N pri skill N pri agent_work_ready callwork agentID ID periph N instrument N reason N skill N pri skill N pri answer_call answer periph N callid CALLID DEVID stack N instrument N autoanswer fon off clear_call clear periph N callid N devid stack N conference_call conf active CALLID DEVID held CALLID DEVID stack ACTIVE HELD blind DN placement TYPE manner TYPE alertRings N callopt TYPE TG N SG N authorize code account code periph N consult_call cc stack N conference DN periph N instrument N callid N devid placement TYPE manner TYPE transfer Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 162 Chapter 13 Using Cisco Common Tools How to Use the DBDiff Utility Command Parameters alertRings N callopt TYPE priority postroute TG N SG N authorize code account code get_agent_state state periph n instrument N get_agent_stats stats periph N instrument N ext string id string get_skill_stats sk_stats periph N skill N skillID N hold_call hold periph N callid N devid stack N make_call mc DN periph N instrument N placemen
106. automatically following installation and upon reboot It also restarts automatically following a shutdown for example due to a crash To stop or start the node agent service on a Support Tools node Step 1 On the target machine open the Windows Services dialog Step 2 Select the Cisco CCBU Support Tools Node Agent service Step 3 Right click on the service and as appropriate select Stop or Restart How to Enable Disable the STPA Process For CVP Installations the Java version of the STNA called the STPA must also be enabled To check this look in the stpa properties file in the following directory lt installDir gt CVP STPA conf This file will have a properties value which specifies if the STPA Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 252 Chapter 15 Starting and Stopping Support Tools Server Node Processes How to Enable Disable the STPA Process is enabled or not The property value is STPA Enabled and must be set to True for the STPA to work For example STPA Enabled true Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 253 Chapter 15 Starting and Stopping Support Tools Server Node Processes How to Enable Disable the STPA Process Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 254 Chapter 16 How to View Support Tools Logs How to View Support Toolsinstall Logs When you install Support Too
107. aying a default name for the file Sysquery_ lt Hostname gt _ lt Datetime gt xm1 Accept the default name or enter an alternate Note e Files can only be saved to the Repository Entering a path while saving has no effect e 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 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 Interactive Mode gt System interrogate gt History from the Dashboard menu Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 94 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the History Screens To Save Files Returned from a System Interrogate Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Some interrogations retrieve files such as log files from the selected systems You must specify that System Interrogate collect these files such as selecting AppServer logs from a Support Tools Server These files can be downloaded to your local system To download files returned from a system interrogate Retrieve the information as noted above and view the resulting System Interrogate Scroll down until you see a section containing a Download button The download button signifies that the log file can be downloaded Click Download A po
108. bed in the Using section below Note When entering arguments the Schtasks command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 243 Chapter 14 Using 3rd Party Common Tools SysteminfoTable Step 3 Step 4 If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using Schtasks Command Line Options systeminfoTable Options for Schtasks are Create Creates a new scheduled task Delete Deletes the scheduled task s Query Displays all scheduled tasks Change Changes the properties of scheduled task Run Runs the scheduled task immediately End Stops the currently running scheduled task Displays help message Examples Note Run the commands with the following options to receive additional help SCHTASKS SCHTASKS SCHTASKS Run SCHTASKS Create SCHTASKS Delete SCHTASKS Query SCHTASKS Change Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays detailed configuration information about a computer and its operating system including operating system
109. 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 sessions Lists sessions table converting destination IP addresses to computer NETBIOS names RR ReleaseRefresh Sends Name Release packets to WINs and then starts Refresh RemoteName Remote host machine name IP address Dotted decimal representation of the IP address interval Redisplays selected statistics pausing interval seconds between each display Press Ctrl C to stop redisplaying statistics Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 if users have files open and to see how long each user s session has been idle Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 220 Chapter 14 Using 3rd Party Common Tools Net Statistics Server Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard 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 scheduling this tool to run in batch mode see Usin
110. ce which may include the implicit current directory the same pathname may occur more than once p Use the next argument as the name of the environment variable whose value contains the path to search and will not automatically add the extension as described above Display program description Note If the environment variable WHICH exists its value is used to establish default options e 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 a option specify a Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the WinMSD utility to view and generate reports that capture detailed Windows system configuration information Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 234 Chapter 14 Using 3rd Party Common Tools Accessing WinMSD Step 1 Step 2 Step 3 NetshDump Bootctgqry Defraganalyze NetshDump WinMSD is a Microsoft external GUI application present on all Windows 2000 installations It cannot be run from within the Support Tools dashboard On the Windows Start bar click Start gt Run In the Open field enter winmsd Click OK Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using
111. ce ec ceteris tee cede te EAEra 97 Touseg ibe Regist Sel SO ecien ane AAEE EE RIN EEE 98 How to Use the Registry Compare DOr rac csiecice ccs ee eecseeel ie ee ea 98 Te Compare ihe Current System to AriOt el aie ice 1c icwerstartsinntarneinntersssiessnianaideterieentdiiasieeeiaieimdiatndineds 99 To Compare the Current System to a Saved Registry File ccccceeesccceeeesscceeeeeseeeeeeeneeeeeeeneaaeeees 99 Te Compare Two Saved Registry FUG cissrciisiicindinsieiasinaicienic inva iattauidiasiaulestiasintanlaniosiasabini PRINESE IRES 99 Understanding the Compare Registries Display cccccceeesseeeeeeeeeceeeeeesaaeeeeeesaaeeeneeeeeeeeeeeaaeeeeess 100 Viewing Registry Keys for Multiple Customer INStances ccccscceeeeseeeeeeeeeeeeeeesaeeeeeeenaeeeseeenenees 101 To Copy Key Values Between Registries and Files nnnnennnnenenesenersoorrnrnerreereserrnserernnrrrnnnreenreeeee 101 To Save a Registry Comparison to a Fil Gesciiss casaccassacsecissicinrsecsaiessadcascesdernsiesassaitnintsavaniarneiinineinianaa 102 How t Use the Processes Se ica sacsck ices cts tee ees aei Enina 103 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 To View PrOC SSES cecccceccceececneeccesececseeecaueeeeaueesaueesaueeeeaeesaeeeeaeeesasesaueessaeeesaueesaaeeesaeeesneessaeeesaes 103 Donea POC EE NN S S 104 ew dulce Mad lt 1 oaa A a N 104 How to Use ihe Services SCG Gfanrenesinn ooa Enei 104 Bie eg a
112. certificate The security certificate was issued by a company you have not chosen to trust View the certificate to determine whether you want to trust the certifying authority The security certificate date is valid The security certificate has a valid name matching the name of the page you are trying to view Do you want to proceed View Certificate How to Use the System Management Screen In the Login Name field enter lt windows_domain gt lt Windows_username gt For example my_domain my_username In the Password field enter your Windows password case sensitive Click Login How to Use the System Management Screen Use the System Management screen to e Add Support Tools nodes to the Support Tools system list e Remove nodes from the system list Test the connection between the Support Tools Server and a node To open the System Management screen from the Dashboard menu select System Management To Add a Node to the System List Step 1 Adding a node to the system list makes it available for quick selection during future Dashboard sessions In the Add Systems box add the DNS entry or IP address of one or more Support Tools nodes Add each node on a separate line Do not use a delimiter for example a comma to separate entries Note System host name can not be greater than 30 characters Use the system s IP address if the host name is longer than 30 characters Cisco Sup
113. cessinfo xml file on the server needs to be modified The server pushes the modified file out to all Support Tools nodes connected to the server If you have multiple Support Tool Servers then you should make the same modifications to all servers if the servers connect to the same nodes Otherwise the processinfo xm1 on the nodes may be different depending on which server they are currently connected Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 64 Chapter 8 Configuring Support Tools Step 2 How to Disable Continuous Virus Scan for the Repository Using proper well formed XML syntax add or modify entries as follows e Process Type Known Unknown or Critical Note Use only these designations Others will not parse correctly Designating a process as Critical will prevent Dashboard users from stopping it on the Services screen e Name The name of the process or service Can include but does not require an exe extension e Manufacturer Optionally the manufacturer of the process or service e Help Any explanatory information you wish to display about the process or service e Example lt process type known name notepad exe manufacturer Microsoft gt lt help gt This is Microsoft s Notepad text editor lt help gt When editing the file consider the following e Cisco processes and services not identified in processinfo xml are nonetheless automatically detected by the Processes and S
114. chine e Authentication occurs at the Node when the Support Tools Server makes a request As such an IPSec secured Support Tools Server can make requests to an unsecured Node but a secured node will not accept requests from an unsecured server e During installation Support Tools only prompts for a preshared key when a security policy can be created and assigned Support Tools creates a security policies subject to these conditions Ifa Cisco policy already exists on the target machine whether assigned or not Support Tools will not create a new policy Ifa non Cisco policy already exists on the target machine and is assigned Support Tools will not create or assign a Cisco policy Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 44 Chapter 6 About Support Tools Security Using IPSecurity with Support Tools Ifanon Cisco policy already exists on the target machine and is not assigned Support Tools 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 This section provides guidelines on setting up IPSec for Support Tools When configuring Support Tools to use IPSec e The policy for the Support Tools server should be configured to support shared keys e A filter should be added complying with the above listed recommendations when securing a Support Tools component that resides on a syste
115. command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using RM Command Line Options Route PRINT rm firv file The options for RM are i ask for confirmation before removing each file f remove the file don t ask for confirmation even if it is marked Read Only r recursively delete all of the files and subdirectories specified by the filename including the named directory v print out the name of each file that is removed Display program description Note e If the environment variable RM exists its value is used to establish default options e 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 I option specify I Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Route print utility to view the contents of the network routing tables Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 226 Chapter 14 Using 3rd Party Common Tools Shutdown Tool Stop
116. creen Use the Log Collections Screen to view and administer collected logs You can e View details of log collections e Download collected logs e Delete log collections e Rename Log Collections To open the Log Collections screen from the Dashboard menu select Batch Mode gt Trace and Log gt Collect Logs gt Log Collection Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 120 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Log Collections Screen To View Details of Log Collections The Log Collection screen automatically lists each collection currently stored in the Support Tools repository For each collection the screen displays e Name The name of the collection e Description e Requested The date time its request was sent e Log Period The start and end time of the collection e Merge Logs Whether or not this is a merged log collection e Binary Data Whether or not binary data was included in the log e Log Groups The log group used for this collection Additionally the following information is available for each Node in which information was collected for this log collection Item Description System The name of the system from which logs were collected Node The component or node type from which logs were collected Log Collection Log Group The name of the Log Collection and the Log Group Status The status of the reques
117. ct box es next to the scheduled time of a pending job Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 40 Chapter 5 Interactive Mode vs Batch Mode 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 Pending Jobs Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 41 Chapter 5 Interactive Mode vs Batch Mode Pending Jobs Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 42 Chapter 6 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 use Support Tools Users must login to the Support Tools Dashboard using their network ID and password or the ID and password of a valid Windows account Note The Support Tools Login page uses SSL by default so that user passwords and all communication between the server and the web client are encrypted and secure Within the Support Tools Dashboard access to specific utilities is determined by Windows User Group membership Only members of the user group designated as the Support Tools privileged group can use utilities capable
118. cters words or All Support Tools lines in a file nodes which Use to view the name of the first file All Support Tools encountered while traversing a path or nodes directory tree winmsd Windows Diagnostics Use to gather detailed All Support Tools X configuration information about computers nodes running Windows NetshDump Allows you to run the NetShell utility to All Support Tools display or modify the configuration of a nodes currently running computer Bootcfgqry Queries Boot ini file settings All Support Tools nodes Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 33 Chapter 4 About Support Tools Utilities Support Tools Utilities List Tool Name Description Installed On Dashboard No Dashboard Privileged or Users Command Line Only Access Defraganalyze Analyzes boot files data files and folders on All Support Tools X local volumes for fragmentation nodes Defragreport Reports fragmentation of boot files data files All Support Tools and folders on local volumes nodes Driverquery Displays a list of all installed device drivers All Support Tools and their properties nodes Eventtriggers Displays and configures event triggers on local All Support Tools X or remote machines nodes Getmac Returns the media access control MAC All Support Tools address and list of network protocols nodes associated with each address for all net
119. cts files opened by network users Relog Extracts performance counters from Windows 2003 Windows XP performance counter logs into other formats such as text TSV for tab delimited text text CSV for comma delimited text binary BIN or SQL Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 196 Utility Name Description Supported Node Operating Systems SC Communicates with the Service Controller and installed services SC exe retrieves and sets control information about services Windows 2003 Windows XP Schtasks Schedules commands and programs to run periodically or at a specific time Adds and removes tasks from the schedule starts and stops tasks on demand and displays and changes scheduled tasks Windows 2003 Windows XP SysteminfoTable Displays detailed configuration information about a computer and its operating system including operating system configuration security information product ID and hardware properties such as RAM disk space and network cards Windows 2003 Windows XP SysteminfoList Displays detailed configuration information about a computer and its operating system including operating system configuration security information product ID and hardware properties such as RAM disk space and network cards Windows 2003 Windows XP SysteminfoCSV Displays detailed configuration information about a com
120. d syntax below If you do not use this command you may still gather these log files They are then automatically downloaded into the directory from which you started your NICROI session The nmg roi transfer lt file name gt command allows you to transfer niclog xxx files from NICROI to your local physical drive Once you execute this command you can see the following lines from within your NICROI session as confirmation that the file transferred correctly nmg roi transfer lt file name gt gt BEGIN FILE TRANSFER of lt file name gt gt TRANSFER d support lt file name gt lt file size gt lt date time year gt gt FILE TRANSFER COMPLETE seqnum 3 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 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access NMStart from the Dashboard Step 1 Step 2 Step 3 To run NMStart from the Support Tools Dashboard Use the System Select screen to select the system you want to work with From the Dashboard menu select Cisco Common Tools gt NMStart In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the nmstart command is already implied Do not enter it in the Arguments field Cisco Support Tools User Guide for
121. date to conserve space and reduce file clutter You toggle whether a file can expire or not by using te following steps Check the Select box es of the file s that you can to expire keep If there is a date in the Expires column then the file will be set to No Expiration If it says No Expiration in the Expires field then the file will be given an expiration date Click Keep Expire To view a saved file Check the file s Select check box that you want to view Click the View button The contents of the file displays To return to the file list on the Dashboard menu click the Back button To View Diff Only for Registry Compare Files Registry Compare History Screen Only Step 1 Step 2 Step 3 To Rename a File Step 1 Step 2 To View only the differences in a saved Registry Compare File Check the file s Select check box that you want to view Click the View Diff Only button The contents of the file displays showing only differences in the saved registry compare file To return to the file list on the Dashboard menu click the Back button To rename a saved file Check the file s Select check box Click the Rename button A Save dialog opens displaying the current name of the file Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 96 Chapter 11 Using Support Tools Utilities from the Dashboard Step 3 To Delete a File Step 1 Step 2 Step 3
122. dba ICM Database Administration tool Use to create AWs Loggers ICM X X monitor and edit ICM databases including Logger components with DBs HDS and AWDB databases ICMDBA is also used to manage various SQL Server operating parameters mptrace Use to provide a playback from the Nortel Meridian MerPim PGs Automatic Call Distributor ACD to troubleshoot potential issues nicroi NIC Remote Operator Interface Use to configure Routers for customers X and debug the old style DOS based AT amp T NIC running an AT amp T NIC Often invoked with the NIC BAT batch program Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 29 Chapter 4 About Support Tools Utilities Support Tools Utilities List Tool Name Description Installed On Dashboard External Privileged GUI No Users Dashboard or Only Command Line Access nmstart Node Manager Start Use to start an ICM service AWs PGs Call X on a CallRouter Logger AW or PG Routers Loggers nmstop Node Manager Stop Use to stop an ICM Service AWs PGs Call X on a CallRouter Logger AW or PG Routers Loggers opctest Use to interpret a Peripheral Gateways PG status PGs X statistics etc It is also possible to enable specific debug tracing in the OPC process procmon General purpose debugging tool Can be usedin PGs Call Routers X conjunction with various Network Interface Con
123. desired arguments as described in the Using section below Note When entering arguments the dbdiff command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access DBDiff from a Command Line on a Node Using DBDiff From a command line on an ICM node on which SQL Server is installed you can access DBDiff from any location on the drive on which ICM is installed For example c gt dbdiff c temp gt dbdiff Syntax dbdiff lt databasel table host1 gt lt database2 table host2 gt You can also use the batch script diffconfig bat to invoke DBDiff for various tables to automatically compare two ICM databases Syntax diffconfig lt databasel gt lt host1l gt lt database2 gt lt host2 gt lt database2 table host2 gt For example diffconfig custl_sideA geoxyzlgra cust1l_sideB geoxyzlgrb Command Line Options Syntax DBDiff database a table a server a database b table b server b out file key pkeyl pkey2 where where clause 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 s
124. e Microsoft Management Console Double click the Cisco Unified Contact Center policy to examine the policy s properties On the Rules tab you will see one or more IP Filter Lists There should be an unselected system IP Filter List named lt Dynamic gt All Filter Lists created by the Support Tools installer will have the prefix CUCC Cisco Unified Contact Center For the Server there should be two CCBU filter list entries CUCC ST NodeAgent and CUCC ST Server To find the value of the Preshared Key select one of the IP Filter Lists the CUCC filter list and click Edit In the dialog box select the Authentication Methods tab The Method should read Preshared Key and the Details should contain the value of the Preshared key To edit this value click Edit and change the value Each IP Filter List has its own value for a Preshared Key therefor if you change one must change it for all IP Filter Lists How to Enable Disable the IPSec Policy Step 1 Step 2 To enable or disable your IPSec policy In the Microsoft Management Console right click the Cisco Unified Contact Center policy If the policy is currently Active enabled there will be a Un assign option on this menu If the policy is currently Not Active disabled there will be an Assign option on this menu From the popup menu select Assign or Unassign as desired How to Correlate the Support Tools Port Against Ports in the IPSec policy Step
125. e is 0 should be downloaded from the Repository and saved to the local C drive in a file named my_collection zip Note e To download all logs in the collection omit the index option e You can name the downloaded file anything you like Its file type regardless of the extension specified is always Zip Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 151 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Collection Utility from a Command Line Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 152 Part 6 Using Cisco Common Tools Cisco Common Tools are a set of Cisco authored utilities designed for use with the Cisco components supported by Support Tools Most Cisco Common Tools are command line based and can be run from either the Support Tools Dashboard or from an individual node Command line access to individual nodes can be local or remote via methods like TelNet pcAnywhere etc Several Cisco Common Tools are GUI based While menu commands for these utilities appear in the Support Tools Dashboard they cannot in fact be launched from there Access to these tools is limited to the individual node either locally or via remote GUI such as pcAnywhere These GUI based Cisco tools include e icmdba e rtrtrace e ss7nictrace For the most part Cisco Common Tools are installed on core ICM components only AWs PGs Call Route
126. e products it will manage If so open the required ports How to Create Support Tools User Groups Support Tools recognizes two categories of users e Privileged users have full access to all Support Tools functionality including tools and commands that can be used to modify system settings registries etc e Regular users have limited access to information gathering functionality only Tools capable of system modification are not available to regular Support Tools users Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 52 Chapter 7 Installing Support Tools How to Create the Distinguished User Account To Create Support Tools User Groups Support Tools assigns privilege based on regular Windows user groups This can be either a local group you define on the Support Tools Server machine or a domain group you define using Active Directory During the Support Tools Server installation you are prompted to enter the name of one and only one Windows user group that will serve as the Support Tools privileged group Users in all other groups are treated as regular Support Tools users Note e The privileged user group name is case sensitive It must match in case its corresponding Windows user group name e All Support Tools users must be members of the Windows Everyone group anonymous users will not have access to Support Tools After installation if necessary you can modify the privileged grou
127. ec Policy Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 As necessary you can use the Microsoft Management Console to examine your IPSec policies rules filters PSKs and so on On the Windows Start menu select Run Enter mmc to launch the Microsoft Management Console Select File gt Add Remove Snap in Click Add Select the IP Security Policy Management snap in Click Add In the Select Computer or Domain dialog box verify that the computer is set to Local Computer Click Finish Click Close Click OK On the left panel select IP Security Policies on Local Computers from the tree view The right panel shows the defined policies The Policy Assigned column shows which if any policies are currently active There can be only one policy active Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 257 Chapter 17 IPSec Settings and Procedures Step 11 Optionally you can run File gt Save As to save the current mmc configuration to a file so you can 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 If this policy name exists it was most likely created via a Support Tools install Remember if the Policy Assigned column is No this policy is not active How to Verif the PreShared Key Step 1 Step 2 Step 3 Step 4 Launch th
128. ed System Interrogate file from the Repository gt remove lt filename gt on the application server rename ren Renames a System Interrogate file in the Repository on the gt rename lt filename gt lt new_filename gt read_file read Directs command input to another input file For example you can direct input to run a batch file that contains a series of commands executable by this utility gt read lt filename gt silent Directs command input to another input file gt lt command gt silent Note Available in command line mode only quit q Ends the program gt quit Viewing System Information Examples The following table shows an example of querying system information with a description of each entry Command Option Description gt interrogate Invokes the System Interrogate utility gt query Queries the target system Returns detailed on that system 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 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 136 Chapter 12 Using Cisco Tools from a Command Line How to Use the Registry Utility from a Command Line Use the Registry utility to e View the ICM Windows registry settings for the current system e Save registry set
129. ed if it were collocated with an ICM client AW e Because of the possible need to reboot the Support Tools node should be installed during an off production maintenance period Rebooting Cisco Unified software components can cause a loss of service or product functionality e Large log collections should be performed at times of low network traffic Large collections can a spike in bandwidth usage on the system The Support Tools Repository and its subdirectories should be excluded from continuous virus scans Who can use Support Tools Any Cisco Unified user can use Support Tools with the proper permissions can use Support Tools Permissions can be set to limit access to certain sensitive utilities in the Support Tools Dashboard to a privileged group What configuration does Support Tools require after installation While some optional configuration is available see the Configuring Support Tools section no post installation configuration is required to use Support Tools out of the box Note To use Support Tools merged log capabilities each Support Tools Server and node must be able to communicate with the same Simple Network Time Protocol SNTP or NTP server See How to Collect Information for a Support Tools Installation for more information Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 25 Chapter 3 About Cisco Support Tools Frequently Asked Questions Cisco Support Tools User Guide
130. eececeeccecececceeccecececeeecaneceeaueesauneeaseeeeaeesaueessaueesaunesaueeesausesaueessaeeesaeneeas 266 PA CUE es Nc cassia crinnshignakcis N 267 The Support Tools Server fails to connect to the Node AQent ccccccccccsssssssceeceeessssessseeeeeeeeseess 268 LT Prop Secagem iia eR BAIR EH eA ea napelR Tans 268 Eror et eG ROS seek ae eee eee ee eee eee 268 Gies MiSS a A A i platuisad doltistinvakiantateteaputetuenee 269 Eror Processing Rogu korsire ae Ee e a a re 269 Dashboard FPropleM e muinsuse ei E rO EEEa TEA Sin 270 roi 2a AWIN NOT LOA ease Ea ena eae ee ene 270 Dashboard Online Help Does Not Display eeccceeesesceeeeeeeeeeeeeeeeeeeeeeesaeaeeeesaaaeesesgeeeeeeeeaaeeeeees 270 Hite isa E E P E T A ana E A A A T ES sirens Ayala ae EE 273 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 x List of Figures Perego eam psi porn TOO TOONE ge gee eer mean geen E epee awry crn eerey arent cen rrieatren Weer sree 24 Piste 2 Support Tools Pis hbo denun lene es eel 71 Pewee 3s Lage SeCunihy Wy alii cisseiictes sicteiancaat a E ciel T3 Dea ears ae Compas Steroid ts bola PI I s E ree rn rr cucrt erarr tars teren ee 100 Pewee rie OrC TETE Wats 3 al Bo Uieeeenrent terrence aber cere re cere err eeveay teeter rcne ree aeerr Toren Wenrrer tern sare rr tae en tater ter rn es 176 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 xi Cisco Support Tools User Guide
131. eee orenererteercer er rere 174 SG icicc ites rine stance lastiaea reece Ree ee 176 Eiet siae dag 9 Le eE EEE ee E E er MONET ere arena or eer oe ener eer ene eevee eee er arenes ere 176 Hig ae Ouming QPO ToS iad daria ai aaie aaa bal aniclimsAlaniatisiabiantalabien 177 How to Use the Procmon A eee eee eae ere le eae re rer cedar ee epee ee eee Serer 177 To A cess FProcmon Won INS Dashboai icenen ee 177 To Access Procmon from a Command Line on a NOdG c cceceeesceeeeeeeneeeeeeeeneeeeeeeaeeeeeeesaaaeeeeneaes 178 LEINO POC Oaai E S E 178 Procmon Base rs iy a eee eee eee Seon Pee er oa aa ey mE ira e OEE 178 Procmon Process Specific and Troubleshooting COMMANGG ccceceeescceeeteeeeeeeeeeeeeeeeeeeeaeeeeees 179 gc OUSE Me RIR TICE UN Semone eee tine em en meenieeeres E rre renee arr 179 Arasan PAIR yc c ener ete Pen er eon prep ear eee a renee pirrerer Prtea Maser Morrere nen tm ree Tere pear en Mn etretrenT erer ery rare tr 180 How to Use the RT a ected aa aaa te ot a eee ieee 180 To Access RIT Test iron the Dashboard sccis ee ENEE 180 To Access RTTest from a Command Line on a Node 2ccc cccesceccsieeseteenetensesereeverecetessermesesuereencniene 181 BU aT A P AE TAE ETE E EE E E E T EE E 181 Skaus OUUU Proce Sioa aE EE EA ES a aE Per a E 182 eae SUSU Controlle sasien OE i 184 Aa PUE FENE ee ee ee ee ee 185 Petter asuna I R 186 Turning up ICM Call Router Tracing with FT Tesh cs ccc ceca sd teccentctececcctetesi
132. eer eres ener eet ere eee ene eer A eee eee rrr en reer 242 E a a E E A A E E E A E AE E NA A E 243 To Access Sehtasks fromthe Dashboal ie cece crates ec is saree einer ase eereiaee connec aeea Ea 243 Using Schtasks Command Line OOS asia cccseccssnseecsiainescisnsansacressnitiintinseeaaccmionseiraaaresiasinianiniraaas 244 PCL aL ll Sa eae eet erm tree ter ev eee pe sneer ene a ayy ertity creme ce eer aarp ery erecrerr ey ene ree eye ere erator 244 COUT TIPU sah ics satin rants aneta dance Ceaade E A na ceeracm a RRINRTnHERURIAnte 245 BE oc AUN cs aaa Re et te SO ete nr ec Oren ire ee Arete er nore eee ver ete Pe Semen one ern eer 245 TASI epa tata sphere tinea a aera adiananetadsatanelipe 245 TOM Re e e E E E E E acta ce toe ee eee 247 TTI aoina NE Aint aNmIAIe 247 TN ager ed cae Ser a I 247 Part 8 MBTOTR ROG ciccscisnusiisisicinimicicainvivnavsmrncinieiunivisnisanmnnenamieastenanaatabietiaiiiakenanesen 249 15 Starting and Stopping Support Tools Server Node ProceSsee c ccesccceeceeeeeeesennneeeeeeessesseseeeeeeeess 251 How to Stop and Start the Support Tools Dashboard Cisco CCBU Support Tools HTTP Server Tomcat 251 How to Stop and Start the Support Tools Ser a cisiceiiscteianccsasiinsicesarawicsisinsigniciaaiasiaicetadiausianiaateiaibiinias 252 How Stop and Start the Node Agent Sernnee sci oe eo cece eae ee ten 252 How to Enable Disable the STRA Proceeds cicinsresissisicrssiastiediamiiesranianeneieiteianimmendioisiiensinime aamineie
133. eet aE aren ere rene et 161 Ueng CaP Pees La TM icseratiarbesatinineiectatralsardiinreearigiieed ATERA 161 Using C tresi Logging coe ee ee eel aoe eee 162 How to Useins CEU UNE iciccm sires naaniedieensieinid eters eee 163 To Ateess DBONN rom La hcl 216 cs eccriene r 163 To Access DBDiff from a Command Line on a MOG isis icissscicaiensaciassiaasaninstnsasiaveacsviacisimbinascianicsiceds 164 Drno DEDI erir a See reen ry wert ee 164 Row to Use ihe Dr UTI renerion a ia 164 To Access DumpCig from the AI once cere secraesccce ts tincce seeder eseecnmnretrcaredceetreuereceivee 165 To Access DumpCfg from a Command Line on a NOde ecccceeeeeceeeeeeeeeeeteeeeeeeeeeeaaeeeeeesaaaeeeenaaas 165 Hono DUME 2 eee eee ee ae Pe ye sree totter a EreCr error eee eer te rer er ccre eer 165 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 v Hov ta Use me CMDB MIN eers 165 PRS SEI OMD D A surun S 166 How to Use the MP Trace UtINY ssriisiicsaroimseii nenni aa e ie eaan e n an RiR 166 To Access MP Traces from the Dae a aa sisiss cwrtjcns sceiasgurdineiante ncieaianadiieieiedtdinai a 166 To Access MPTrace trom a Command Line on a NOG ana iscivccvacececccceectcerccseastvegscuecescicernennseetesvereeieus 167 Using MPTrace Command Line CORO IIG ianscataiasaminssdianseancianvedinindcanianinintdnasaisntesinniasaniasieiaadesiadanters 167 How to Use the NIGRON UNI erranen aaae oe i hres 168 TO Access NIGRO irom the Dashboards eaen
134. efficient each computer caches IPAfa 8A AtoA fa 8A Amedia access control address mappings to eliminate repetitive Arp broadcast requests You can use the arp a command to view the Arp table entries on a specified host The arp command is useful for viewing the Arp cache and resolving address resolution problems Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Options for this tool 1 Command duration seconds Enter the max execution time for this command 2 Elevate command priority on remote system Cause command to run at a higher priority Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the CAT utility to display print and combine files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 199 Chapter 14 Using 3rd Party Common Tools cat To Access CAT from the Dashboard Step 1 Step 2 Step 3 Step 4 To run CAT from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command
135. eias 211 ioe 1 EEEE E E E anv Den E Be Oe ee ren ee ee re ee eee errs E ee ern ree eee ne te ae 212 To Access Head from the CU rcs seniciansasraniniriinssaaeaseisrcidainwnsoneimabieialin icine iraani i E S AEU ait 212 Using Head Cuvier ceo tee et es erates eae ee ieee 212 TAME 7 ll cinder dirinaid ines inavaininsennentanennbhidina a aa araa aaa 213 E e cee beaten reser teed eed E bende Gnd een a E AEE N EAA A E N A E E yer 213 To Access ISQL from the DRO Ar iisiseiciiaieasanasitadrl amonudidiacneaneidimamianianianaKmi 214 ia e a E A A E E EE AEE E E SE A NET EE E A AEAEE 215 eE E a E E E E E E E A E E E 216 Aecomo OAN W era et ena eee ee a ed 216 E E N E E T A EERE E EEE E AEA EA T TA E E EA 216 To Access LS from the DSA sacs ese cece race eek aeneae EEEa 216 Using LS Command Line CGNs incesicirsineinsisernrinnsiaiie nienia aia aiai 217 I A ET EN EEE ENTE T NE ere read cece N NN E S EE A ENEON E E E E E 218 To Access MV from the De ICA aia ciacicstaicssanrasiasssincinintracinsisianresiaiteiniintaniaiiniebianiaianeimsimingeueies 218 Using MY Command Line Options aeaiia reves Serer cre teres 218 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 vii NBT Ol scence ccc cine oiieasnertvcceca sept e erR Tear E r 219 To Access MET Stat irom the Dashboard i ciaccaeirsineraisnrecinnicinsianiavinasesaligrteimiaineasiacinaetinaminiiaayiiats 219 Using NBTStat Command Line I at eee she sss cdiguheke ce i ia iaaea Einn Enni
136. eie doveuemeeeseetcee ee cetaees 188 Tumino Can Depag Facing IMAT eSis Nne 189 BPAY am REES SOES O ee Ea Ee EOE EAO 190 How to Use the SS7NIC race Goi nciecaninnsinsnciaiseniinrerinliqinaaniteireaeraiaresincibincretladincadraniaieintinnntiads 190 Accessing aar NIG Eee te en oe ORE OER re EE E an Monro iE bin aeii 190 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 vi Ce Te Use Me re Ue UUNI ceria E E EErEE 190 Te Fae VRU Trace irom the DashBoard ciasne n R EROA RERE nis 190 To Access VRUTrace from a Command Line on a Node ssssseessseerssssrrrneerrersstrnssrrrnnerrnnnrnrreresene 191 Using VRU Irace Command Line OPUONSieinieisiainroininnisi oanad 191 a ct a ees 191 P rt 7 Using 3rd Party Common TODS sissscssssstsccacannns cicsniincnisatssrasandeeraieiseusanatanntanitabitansanapeanius 193 14 Usno 3rd Pariy Common HOGS isssniiatiaiasediawshinenradinennaniaiaashi EEn nE AEN EEE 199 P E E a 199 EE E A E cies cath E A P E E E OE A E AT E A E E EA E O T 199 To Access CAT from ihe DashDON d coccia eaae E a i EE EE E 200 Using CAT Gommand Line tare ersinnen oaa i ae a riais 200 Ae e EE E E E a E E A E E E E 201 To Access CHMOD from the Dashboard sii iassccianiasiatanins icisnsciinivecsaciusseian iniiiasdesai dniiuninnamuibiabinaicinniedeiaa 201 Using CHMOD Command Line CN sce a Sone css reseed rec seeearec sete dadecineieeeceecemiccieneiacenacm 201 cee ee ee cr ae eT er er rr ear rr rr rer reer rr a rn rr
137. eld enter desired arguments as described in the Using section below Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 172 Chapter 13 Using Cisco Common Tools Step 4 Step 5 Step 6 How to Use the OPCTest Utility Note When entering arguments the nmstop command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access NMStop from a Command Line on a Node Using NMStop From a command line on an ICM Call Router Logger AW or PG you can access NMStop from any location on the local physical drive For example c gt nmstop d temp gt nmstop Syntax nmstop lt customer_instance gt lt node gt For example gt nmstop cisco pg3a 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 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access OPCTest from the Dashboard Step 1 Step 2 Step 3 To run OPCTes
138. elected i ignore the case of each character while matching n print the line number that the match occurred on f print the full pathname of the file when printing filenames s do not report errors encountered while opening or reading files e use the next argument as the pattern to search for This is useful if the pattern begins with a or character Display program description The specified pattern is treated as a regular expression if all you need is a literal expression you may want to use fgrep instead The actual regular expression syntax is fairly standard but escape sequence issues can complicate it Here s an example of the pristine syntax seen internally Aa btc dle means in beginning of line context match a then an arbitrary character then one or more p s then zero or more c s then one of d e or nothing then any character but f then a literal character then a double quote character in end of line context The first added complication is the Picnix command line argument parser which has special semantics for and So the argument as seen by this parser would have to be Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 211 Chapter 14 Using 3rd Party Common Tools head head AAa btc dle f The second added complication is that you may be executing grep through an additional shell
139. en How to Use the Create Trace Group Screen Interactive Mode Trace Groups allow you to set the trace level for products and processes defined in a log group In Interactive Mode you set the trace level for the currently selected system To access the Create Trace Group screen in Interactive Mode select Interactive Mode gt Trace and Log gt Set Trace Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 112 Chapter 11 Using Support Tools Utilities from the Dashboard Creating a Trace Group Step 1 Step 2 Step 3 Step 4 How to Use the Trace Groups Screen Note Not all Cisco Unified components and processes are supported When a component in a log group is not supported a specific message noting that the component is not supported displayed To Create a Trace Group in Interactive Mode From the Create Trace Group screen click Get Trace Settings Trace Groups are based on the products and processes defined in a Log Group You must first Create a Log Group page 107 before you can create a Trace group A List of configurable trace setting is displayed on the page for each trace tool that is available to set trace levels for the products and processes defined in the log group For each section of trace settings you can choose Low Medium High or Current trace setting for the section or optionally select individual settings from within the section Checking the Low Medium High o
140. ensariasasiacsaiasiaiinsdaitcsierisablan sianiniteiaaveclinnintabiasigieiatieieaieds 233 Using Which Command Line Options sesooneeeoeeneeeeeenteooerrrrererrrsetttseerrnnneetentreentnseennneerenn eneee ere 234 IE E E A E E E E E T E E E T 234 PINE FANM eaer Ea E E EE tee caeeceaes 235 Ners KEI sissien ann SET 235 i221 bo aR ea sO eS E E re ere A T E T E A E 235 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 viii Ea ieee egerect setae atnng a hecaiet pseeectieenc ese cea sietcadetaneneetektutateestetedad todentedeaerdeeeeeeenenta tonten 235 Hermae pi aN RSEN ANER 236 DOYE GUCI croni A a a Seer er ever ereeret 236 Eventi i am isiaincnaasie ante eee EA Re RE NERA NToaiiatea 236 To Access Eventtriggers from the LSI ri oe vate ie ese ee 236 Using Eventiriqgers Command Line Option isc cciicisrcsiicisdsccscisesasiacisiaarsrinsantasaniescaeiasdsintisiieiserciiveen 237 E e E E E ee ee 237 LOMA ienna T N E 237 To Access Logman fr m the Dashboard siete icra tence ree reskco aeee ereencaiecieetceetoiet cere 237 Logman Command LIne OIG ssssrsinssnsna rE EERE EA AEG TAREA 238 E aa A er er Ptr Orley re cteer Be yeer erat Ren rere eee scree reer tree eer era 240 Fr sNCE Ltt tein kat Ge ns E as kath aiden E E E tame ERTL 240 i eS Relg fom me os kes eee ee a eee 241 Using Relog Command Line MO aos sass iatcae asi ndanin idineaecisoiven cabiksd Sea tenias tunes iE EAEE EEA RENEE 241 a ae ee te en eae E E E E er
141. er Guide for Cisco Unified Software Release 2 1 1 201 Chapter 14 Using 3rd Party Common Tools cp cp Note If the environment variable CHMOD exists its value is used to establish default options Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the CP utility to copy files To Access CP from the Dashboard Step 1 Step 2 Step 3 Step 4 To run CP from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the CP command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using CP Command Line Options cp ifprv filel file2 cp ifprvd filel fileN directory If the last file is a directory each file is copied into a file in the destination directory with the same name If only two files are specified file1 is copied to file2 If more than two files are specified the last file must be a directory The options for CP are i ask for confirmation before overwriting each destination file f
142. er Guide for Cisco Unified Software Release 2 1 1 158 Chapter 13 Using Cisco Common Tools How to Use the CTITest Utility Parameter Descriptions e cicr_meters cmeters Displays the CICR meters for both CIC sides e echo Controls echoing of command lines e error_stop Controls setting of stop on error flag e glbl_meters gmeters Displays the global meters for both CIC sides e help Display program description e link_ctrl Ictrl Used in upgrade to shut down all links 1 on a CIC A B or 2 to all CICRs side A B e link_stat Istat Displays the link status for both CIC sides e quit q Ends the program e read_file read Directs command input to another input file e table_values tbl_vals Displays the CIC Table values including timeouts amp thresholds How to Use the CTlTest Utility Use the CTI Test 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 socket connection and displays either all of the events that are occurring on the switch a CTI bridge client application or only the events which pertain to a single agent If a CTITest has the same configuration that your application does the expected events and switch behavior is seen in the CTITest program For use with CTIOS PGs only Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this to
143. ereafter displayed as the current system at the top of each Dashboard Screen Also indicated are the ICM product type s installed on the system These can include e ICM AWs PGs Call Routers and Loggers e Call Manager CCM e CTIOS Server e IPCC Express CRS e Cisco Agent Desktop CAD e Cisco Security Agent CSA e Cisco Voice Portal CVP e E Mail Manager CEM e Media Blender CMB e Collaboration Server CCS Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 77 Chapter 10 Using the Support Tools Dashboard How to End a Dashboard Session Note e 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 e Ifthe system you attempt to select is not available an error message displays Check that the node s DNS or IP address was entered correctly the network connection to the node is active the Support Tools Node Agent Service is installed and running on the node If you are using the node s host name try connecting to the host using its IP Address or fully qualified domain name instead Adding a Support Tools Node to the System List Step 1 Step 2 Step 3 Step 4 Adding a node to the system list makes it available for quick selection during future Dashboard sessions Adding a node to the system list also specifies it as the current system Click Suppor
144. ervices utility and labeled as Known e Non Cisco processes and services not identified in processinfo xml are labeled as Unknown e Be aware that Support Tools Dashboard users will be unable to stop services and processes tagged Critical e Consider that there is value in leaving less important processes and services tagged as Unknown It allows Support Tools users to bulk select these items for termination when troubleshooting a node e Be careful to use correct XML syntax when editing the file Incorrect syntax makes the file unreadable to the Support Tools parser causing all but Cisco processes and services to display as Unknown The current processinfo xml file is automatically propagated from the Support Tools Server to individual Support Tools nodes when these systems are selected for use from the Dashboard In this way an updated version of the file is available to users who launch the Processes and Services utility directly from a node via command line Note however that there may be instances where you may want or need to manually copy an updated processinfo xml file from the Support Tools Server to another machine for example if you are running multiple installations of the Support Tools Server or if you have nodes that are rarely selected for use from the Dashboard but on which users may run the Processes and Services utility from a command line Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 6
145. esac cers rck ceed ei tac ne ecdeceta eaten esd ated emeseeeibiadinns 127 Viewing a listoi targetable sysie Bi xissivitaicasseteisvsserercansieimidsoeiiernasceravienilerisiaeis nwimeneeratiensrenniabiens 127 Saving Viewing and Retrieving FU sie cc irc cancer encima ca seevdaresecseerbesc bot vente vedenteceanedeuesiendeee 127 Getting Help for Command Line TOG Giscsissincsansnisaiacascaicinniaseenaermitneecaradsneiasanaaeresinatanvrasinieninziaianiads 127 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 iv a a eA e E 128 How to Use the Services Utility from a Command WN iccisisciasinssesiaiariesiassaiarisinsniimiansessaiotensiaineineneas 128 To Access the Services Utility from a Command Line cccccceeesceeeeeeeeeeeeeeeneeeeeeeaaeeeeeesaaaeeeeneaas 128 Using the Services Utility from a Command Lin sicsciccsscnnssinessiaxensncesieieriaidedenieiaaiaosdiieteetousisateineinn 129 Viewing and Stopping a Service EXGINBIOS ci ees ee ee 131 How to Use the Processes Utility from a Command Line cceeceeeeeeeeeeeeeeeeeeeeeeeeesaaeeeeeeeeeeeeeeseeees 131 To Run the Processes Utility from a Command Lines c ccsic cocci cesccece cetsacctecrieiedrcascecemececiereacenencee 131 Using the Processes Utility from a Command Lie icsicctascesninersitenrercesdienmiaanememaretaiibincieciaiseiereims 132 Viewing and Killing a Service EG caste tas ecetre rie rerecciecs da ureters ecece eatasteredieomneuntecdaareste 133 How
146. escription gt list Returns a list of all precesses installed on the target system along with their current status gt stop 01464 snmp service Stops the specified service Note Due to an embedded space the service name was placed in quotes The process ID example 01464 may be different each time a process is run 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 node as desired Use the System Interrogate utility to e View detailed information about a system s OS hardware ICM and third party products e Save current system information to a file To Run the System Interrogate Utility from a Command Line Step 1 Step 2 Step 3 To run the System Interrogate utility in interactive mode from a command line From a command prompt on a Support Tools node navigate to lt support_tools_root gt Enter interrogate To view a list of systems defined in the current system s system list use the systemlist command To view connection status for systems in the list use the systemlist check command Enter commands as described in the Command Line Options section below Note For additional information on basic Web Tools command line use including system selection options and command line mode vs interactive mode see Using Cisco Common Tools from a Comma
147. ete a Node from the System List Step 1 Step 2 To delete a Support Tools node from the system list In the System Management box highlight the Support Tools node s that you want to delete from the list Click the Remove Systems s button Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 76 Chapter 10 Using the Support Tools Dashboard Using the Select System Screen Using the Select System Screen Selecting a system specifies the Support Tools node that you want to work with You must select an ICM or related Cisco product node before you can interact with it through the Interactive Mode of the Support Tools Dashboard Note Selecting a system is only required when you want to use Interactive Mode utilities You do not need to select a system using the Select System screen when using Batch Mode utilities To open the Select System screen from the Dashboard menu select Interactive Mode gt Select System Using the Select System Screen Step 1 Step 2 To us the Select System Screen To select a system from the existing System list click the Select System radio button and then highlight the system you want OR To select a system not on the System list click the Enter System Name radio button and then enter the DNS entry or IP address for that node Optionally to also add this node to the System list check Add To List Of Systems Click Select System The node is th
148. f the level of server activity Click the Run button Using DU Command Line Options du asM names If no names are specified on the command line the size of the current directory is given Sizes given show the total number of bytes in all of the files within and below the named directory and the amount of disk space used by the files in and below the named directory The disk space is displayed in Kbytes 1024 bytes 1 Kbyte The options for DU are a also display the size of each file s only display the grand totals for the names on the command line Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 206 Chapter 14 Using 3rd Party Common Tools fgrep fgrep 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 and will ignore case differences when looking for a file Display program description Note e Ifthe environment variable DU exists its value is used to establish default options e 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 a option specify a Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the FGrep utility to perform a
149. f the running services that have to be updated If there is an open active dialog box anywhere from that application the ST install will not be able to close it and the install will just wait and appear to be stuck or frozen Action Close the open dialog box The Computer Management window will close and the ST install will continue Support Tools Fails to Install Symptom Support Tools fails to install Message Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 265 Chapter 20 Troubleshooting Support Tools Troubleshooting Dashboard Troubleshooting 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 Tools installation Also check for the existence of the Support Tools services Support Tools Installs Disabled Symptom Support Tools installs but the Support Tools service is disabled Message Cause This can occur following a re install of the product or during bundled installs of the Node if an IPSec shared key is not specified Action Manually start the Cisco Support Tools service and if desired set its startup type to Automatic Dashboard Troubleshooting Connection Problems Symptom Unable to access Support Tools Login page AND Browser returns a Page Not Found 404 error Message N A Cause Cisco Support Tools User Guide for Cisco Unified Software Release 2
150. fast search for text patterns through text files To Access FGrep from the Dashboard Step 1 Step 2 Step 3 Step 4 To run FGrep from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the FGrep command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using FGrep Command Line Options fgrep mvclxinfse lt pattern gt filel If no names are specified on the command line the size of the current directory is given Sizes given show the total number of bytes in all of the files within and below the named directory and the amount of disk space used by the files in and below the named directory The disk space is displayed in Kbytes 1024 bytes 1 Kbyte The options for FGrep are Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 207 Chapter 14 Using 3rd Party Common Tools FindStr FindStr 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 n
151. fferent If diff is given the r option it will recursively diff each of the files in each subdirectory If diff is given the e option it will output a script suitable for feeding into EDLIN to update oldfile to create newfile Otherwise diff outputs lines of the form nla _n3 n4 nl n2 d n3 nl 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 n2 in newfile to lines n3 thru n4 in newfile Identical pairs where n1 n2 or n3 n4 are abbreviated as a single number Following each of the adc lines comes each of the lines effected Lines preceded by lt are from oldfile those preceded by gt are from newfile The options for Diff are b Ignore trailing whitespace and treat sequences of embedded whitespace as being equal i Ignore leading whitespace d Treat files as if they were binary only reporting if they are different t Treat files as if they were text even if default autodetection claims they are binary v Report on each file that it processes not just the ones with differences o Colorize output with the default colors black white light cyan and yellow just as O Ofbe would O lt colors gt Colorize output with the specified single character hex colors background normal text old text and new text The colors are black 0 blue 1 green 2 c
152. file is lt installDi gt CCBU Support Iools UIServertuiroof WEB INF properties defaulf serviceability serviceability_ulproperties Within this file is a property named Disclaimer1 and it s value is the current message Modify the string as desired and restart the AppServer service to change the message Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 261 Chapter 18 How to Modify the Login Screen Disclaimer Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 262 Chapter 19 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 confirm the version and build number of your Support Tools Server On the Dashboard menu select Support Tools Your version information displays under Support Tools Dashboard Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 263 Chapter 19 How to Confirm the Support Tools Build Number Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 264 Chapter 20 Troubleshooting 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 it contains a list o
153. for Cisco Unified Software Release 2 1 1 26 5 Chapter 4 About Support Tools Utilities This section describes the different utilities available through Support Tools This section contains the following topics e Support Tools Utilities List page 27 e Privileged Utilities page 35 e Utility Installation Locations page 36 e Non Dashboard Utilities page 37 e Command Line vs GUI Access page 37 support Tools Utilities List Support Tools includes a suite of utilities to monitor administer and configure Cisco Unified software components on which the Support Tools Node is installed Utilities are grouped into these categories Support Tools Web Tools System Interrogate Registry Registry Compare Processes Services Trace and Log tools available in both Interactive Mode and Batch Mode e Cisco Common Tools Pre existing Cisco utilities which in most cases already exist on supported Cisco Unified software products as part of a standard installation 3rd Party Common Tools Bundled third party Windows DOS and Unix utilities Windows and DOS utilities will already exist on supported Cisco Unified software products as part of a standard Windows installation Unix utilities are installed as part of the Support Tools node installation Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 27 Chapter 4 About Support Tools Utilities Support Tools Utilities List Web Tools Trace
154. g If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 236 Chapter 14 Using 3rd Party Common Tools Getmac Using Eventtriggers Command Line Options Getmac Logman 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 Addition Command Line Option help is provided in the tool by using the following examples EVENTTRIGGERS Create EVENTTRIGGERS Delete EVENTTRIGGERS Query Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Returns the media access control MAC address and list of network protocols associated with each address for all network cards in each computer either locally or across a network Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Manages and schedules pe
155. g Batch Mode Use the Net Statistics Works utility to view statistics for the local Server service Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Net Statistics Workstation NetStat Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Net Statistics Workstation utility to view statistics for the local Workstation service Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 Step 1 Step 2 Step 3 To run NetStat from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the NetStat command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to
156. guages shtml Product Documentation DVD The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium The DVD enables you to access multiple versions of installation configuration and command guides for Cisco hardware and software products With the DVD you have access to the same HTML documentation that is found on the Cisco website without being connected to the Internet Certain products also have PDF versions of the documentation available The Product Documentation DVD is available as a single unit or as a subscription Registered Cisco com users Cisco direct customers can order a Product Documentation DVD product number DOC DOCDVD or DOC DOCDVD SUB from Cisco Marketplace at this URL http www cisco com go marketplace Ordering Documentation Registered Cisco com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL http www cisco com go marketplace Nonregistered Cisco com users can order technical documentation from 8 00 a m to 5 00 p m 0800 to 1700 PDT by calling 1 866 463 3487 in the United States and Canada or elsewhere by calling 011 408 519 5055 You can also order documentation by e mail at tech doc store mkpI external cisco com or by fax at 1 408 519 5001 in the United States and Canada or elsewhere at 011 408 519 5001 Documentation Feedback You can rate and provide feedback about Cisco
157. he 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 lt support_tools_root gt Step 2 Enter regcompare To view a list of systems defined in the current system s system list use the systemlist command To view connection status for systems in the list use the systemlist check command Step 3 Enter commands as described in the Command Line Options section below Note For additional information on basic Web Tools command line use including system selection options and command line mode vs interactive mode see Using Cisco Common Tools from a Command Line page 125 Using the Compare Registries Utility from a Command Line Command Description Example cmdhelp chelp Displays a list of commands specific to this utility gt cemdhelp Note Using Help or also displays this list but includes several additional ICM commands e g echo error_stop not used by this utility n Displays syntax for a specified command gt lt command gt appserver Specifies the system on which the utility should run If not gt lt app_servername gt specified the utility is run on the local system lt options gt system Specifies the target system the utility should run against If not gt system lt host_name gt specified the utility is run against the local sy
158. he DOS delete recursive del subdirectories commands 2003 Windows XP Route print Use to view the contents of the network routing tables Windows 2000 Windows 2003 Windows XP shutdown Use to shut down a remote host When used Windows 2000 Windows from the Dashboard shutdown will 2003 Windows XP automatically restart the host after 60 seconds sqlew SQL Enterprise Manager Use to monitor and Windows 2000 Windows update SQL Server operating parameters 2003 Windows XP expand databases etc stopshut Use to stop a system from shutting down due Windows 2000 Windows to an application or operating system failure 2003 Windows XP strings Use to find printable strings in a binary file Windows 2000 Windows 2003 Windows XP tail Use to view user defined number of lines from Windows 2000 Windows end of a file 2003 Windows XP touch Use to change the creation date time for any Windows 2000 Windows file 2003 Windows XP Cisco Support Tools User G ide for Cisco Unified Software Release 2 1 1 195 Utility Name Description Supported Node Operating Systems tracert Related to ping command Use to show each Windows 2000 Windows intermediary Hop in the TCP IP network 2003 Windows XP Useful in troubleshooting LAN and WAN faults wc Use to view a count of characters words or Windows 2000 Windows lines i
159. he following table shows a sample log download request with a description of each entry Note that you must download a log in order to view it You cannot view collected logs directly from the Repository Logs download to the local machine regardless of whether this is the machine currently serving as your application server Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 150 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Collection Utility from a Command Line Table 14 Downloading Collected Logs Command Option Description gt Ictool Invokes the Log Collection utility gt ccolreq my_collection_name Initiates a request for a new collection and specifies the collection name gt view my_collection Displays all of the logs collected by a particular collection You must use the view command prior to downloading a file Returns output such as shown below Note the unique index number 0 1 2 prefacing each log in the collection Name my_collection Creation time Thu Sep 2 11 28 17 2006 Description Merge false Binary for ICM Log false Selection type all Including Log Group my_group Collected item 0 ICM 10 86 128 84 nam50 RouterA dba 1 ICM 10 86 128 84 nam50 RouterA et 2 ICM 10 86 128 84 nam50 RouterA mds gt download index 0 filename c my_collection zip Specifies that the log whose index valu
160. he list of registry files in the application server s gt files Repository view Displays the contents of a registry file from the Repository on the gt view lt filename gt application server OR Optionally you can include an argument to dump this output to a local file Output is stored as XML formatted text gt view lt filename gt lt localfile_path filename gt remove rm Deletes a specified registry file from the Repository on the gt remove lt filename gt application server rename ren Renames a registry file in the Repository on the application server gt rename lt filename gt lt new_filename gt read_file read Directs command input to another input file For example you can direct input to run a batch file that contains a series of commands executable by this utility gt read lt filename gt silent Directs command input to another input file Note Available in command line mode only gt lt command gt silent Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 138 Chapter 12 Using Cisco Tools from a Command Line How to Use the Compare Registries Utility from a Command Line Command Description Example quit q Ends the program gt quit Viewing Registry Information Examples The following table shows an example of querying registry information with a description of each entry Command Option Description
161. he local physical drive For example c gt procmon d temp gt 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 commands and process specific commands for use with such processes as PIM CTISVR and OPC Syntax PROCMon CustomerName NodeName ProcessName SystemName f InputFile wait stop help Procmon Basic Commands Type help to display the list of basic commands described in the following table Command Definition echo Controls echoing of command lines emsmon Command to control remote EMS monitor process start stop pause resume error_stop Controls setting of stop on error flag help Displays this help monitor_help mhelp Displays Monitor Server help monitor_sleep msleep Sleep for specified seconds or milliseconds Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 178 Chapter 13 Using Cisco Common Tools How to Use the RTRTrace Utility Command Definition quit q Ends the program read _ file read Directs command input to another input file Procmon Process Specific and Troubleshooting Commands Each Peripheral Type contains a different set of commands For a list of commands associated with each peripheral use mhelp Each command has its own syntax t
162. hould perform the installation during a regular maintenance period when the machine is in off production mode The Support Tools CD includes a Server Install Wizard that installs The Support Tools Dashboard e The Support Tools Node e Support Tools documentation Note The installation instructions below describe only those installer dialogs that require user input Log into the machine on which you are installing the Support Tools Server under an account with Windows Administrator privileges If the Cisco Security Agent is running on the machine stop its service and set the service startup type to Disabled Insert the Support Tools CD in the server s CD ROM drive Normally an autorun executes and you can skip the next two steps If the autorun does not execute from the Windows Start Menu select Run Browse to and double click the Support Tools Node executable file located at nodes setup exe Specify values for the following e TCP IP Port The port the Support Tools Server uses to communicate with Support Tools Nodes The default is 39100 e 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 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 57 Chapter 7 Installing Support Tools How to Create the Distinguished User Account Step 7
163. hs Major features of the Support Tools Server include e The Support Tools Dashboard a browser based interface that allows access to all Support Tools utilities e Web Tools a set of system management utilities specifically designed for use with Support Tools e The Support Tools Repository a central storage location for history files for example logs registries etc gathered and saved through the Support Tools Dashboard These files can be downloaded viewed and used for system comparison or restoration Note that multiple installations of the Support Tools Server do not share a common repository each will maintain its own instance The Support Tools Node The Support Tools Node serves as the client to the Support Tools Server It is installed on each Cisco Unified product to be managed through Support Tools Major features of the Support Tools Node include e The Node Agent Service used to accept connections from the Support Tools Server e Command line versions of most Support Tools utilities allowing these tools to be run from a node when access to the Support Tools Server is unavailable or otherwise impractical for example during a network outage e A local Repository used to store saved and downloaded files when Support Tools utilities are run directly from a node via a command line outside of the Dashboard interface Note The Support Tools Server installation automatically installs the Node Agent Service to
164. i ada eee ee eee ee 116 NT Lor Collecion ia insti vaatatssd on ltriusadan a E 117 Products Supported for Log 9 c cj Be eee eee ee mete aetna ren Me err sets err ienaa renee meena earn rere 117 alee Logs General SSE snieni eN E O e 117 Ana ae Bt LOOS caceres eria ESAS 118 How to Use the Collect Logs Screen Batch Mode ccccceessceceseeeeeeeeeeeeeeeeeeaaaeeeeesaaeeeseeneeeenenseees 119 To Greate a Lag 9 eRe nr toe a Se eee RNR PEs pi Ree ere oer emperor EI EEE ror 119 How t Use ihe Log Collections Seren iissscasicsssiciccceonspiaieieieatieepdensdteseniia sete iietiareindsaciemneniasapeimnieiien 120 To view Deils of Log cee ere ee oe 121 TO Download Collected LagS sieaa 121 Loo File Narmin Conventions russere ete alee ia es E 122 Te Delete a Log Collecchio harinrererian ne TEON 122 io Remme a LI COCCO esnin a 122 How to Use the Collect Logs Screen Interactive Mode cccceeeesseeeeeeeeeeeeeeeeaeeeeeensaaeeeseeseeeeneneeeees 123 TO Greale a Lag Coleco Baek eee ene Re ene ene Prep aE Peer ey EE Eiaeai EEE EEEIEE 123 12 Using Cisco Tools from a Command Loa cess caeceeccsces cite heehee teeta 125 Command Line Mode vs Interactive MOE x iiascscacccrsssccsantarcsceisaidors viene iesietieentaniniectaineianiedaierseneieeiionin 126 i Oa oe ee eee 126 Selecting a Different Application BOVEl ciciccsccinssesasiacseianiariasseinucnrintadincdeisdidsicianialinamconiasiatadinsicieeices 126 Selecting a Different Target SUIT oc ee s
165. ible Workarounds e Some utilities are only available for use on specific ICM components Consult the online Help for that utility to determine if its use is limited to specific components e Confirm with your administrator that the Support Tools Appserver service is started on the Support Tools Server machine Dashboard Problems Dashboard Will Not Load Symptom Dashboard will not load even though correct URL is provided Message Cause Security settings in browser prevent javascript from running Action Ensure that your browser s security settings including Internet security settings allow javascript to run Dashboard Online Help Does Not Display Symptom Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 270 Chapter 20Troubleshooting Support Tools Troubleshooting Dashboard Problems Dashboard online help does not display when selected Message Cause Popup blockers enabled on client machine Action Disable popup blocking Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 271 Chapter 20 Troubleshooting Support Tools Troubleshooting Dashboard Problems Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 272 Index Index batch mode 39 Dashboard Privileges 72 Frequently Asked Questions 24 Logging in 72 Ports 17 Security 43 Support Tools about installing 49 configuration 61 featu
166. ice_name gt save Saves the latest list command results to a services file in the gt save application server s Repository OR Saved output is stored as XML formatted text gt save lt filename gt If no file name is specified output is saved to a file named ServicesList lt host_name gt lt timestamp gt xml Optionally you can include an argument that specifies a file name files Displays the list of services files in the application server s gt files Repository view Displays the contents of a services file from the Repository on the gt view lt filename gt application server OR Optionally you can include an argument to dump this output to a local file Output is stored as XML formatted text gt view lt filename gt lt localfile_path filename gt remove rm Deletes a specified services file from the Repository on the gt remove lt filename gt application server rename ren Renames a services file in the Repository on the application server gt rename lt filename gt lt new_filename gt read_file read Directs command input to another input file For example you can direct input to run a batch file that contains a series of commands executable by this utility gt read lt filename gt silent Executes command without displaying output gt lt command gt silent Note Available in command line mode only quit q Ends the program gt quit Cisco Support Tools User Guide for Cisco Unified S
167. ield Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access NICROI from a Command Line on a Node From a command line on an ICM Logger for customers running an AT amp T NIC you can access NICROI by entering Method 1 nic lt hostname gt 5300 support lt customer_instance gt xyzzyf Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 168 Chapter 13 Using Cisco Common Tools How to Use the NICROI Utility For example c gt nic my_host_name 5300 support my_customer_instancexyzzy Note In the example above support and lt customer_instance gt 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 nic lt customer_instance gt lt nic_extension gt For example c gt nic my_customer_instance la Using Tracing in NICRO There is only one level of tracing available within NICROL it allows you to view Route Requests from the carrier These route requests include the caller s Calling Line ID any Caller Entered Digits and the Dialed Digits same as Dialed Number To turn on tracing Type nic sfk 4 in the NICROI CONSOLE window There is
168. ig version 6 Configure the service mask to 7 c abc gt ctitest config service 7 It is suggested that you turn off heartbeats while debugging the CTT issues To configure heartbeat to 1 use the command c abe gt ctitest config hb 1 Configure the agent to determine the desired Client Events for Client Mode These vary depending on your CTI Server environment c abec gt ctitest agent periph lt peripheral_id gt id lt agentid gt password lt password gt ext lt extension gt inst lt instrument gt Note If there is no agent password required to login use agent command for help to specify a null value Run the Using CTlTest Opening a Session The open command performs a socket connection to the CTI Server and issues the appropriate commands to the CTI Server to establish message communication By default the CTITest repeatedly attempts to open a session until it either opens a session or the close or quit command is given It automatically attempts to connect to the other side following a failure of the CTI Server You can open a session after completing a configuration successfully as described below c abc gt ctitest open If your CTITest configuration is correct a message appears similar to the following session 2 opened after 0 ms CCTime 13 52 32 PGStatus NORMAL Peripheral Online If errors are received while opening a session verify your CTITest configuration as outlined above Using CTI
169. ign For example to turn off the v option specify v e If the environment variable TABS exists its value will determine the number of spaces used to expand tabs Otherwise tabs are expanded to 8 spaces Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the Touch command is already implied Do not enter it in the Arguments field Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 230 Chapter 14 Using 3rd Party Common Tools Step 2 Step 3 Step 4 touch Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using Touch Command Line Options Touch displays the last lt count gt lines of each of the files listed on the line If no files are listed display the last lt count gt lines of the standard input lt count gt defaults to 10 touch c mmddhhmm yy filel
170. il you choose to delete them by deleting the log collection to which they belong Collected logs can be downloaded locally for viewing What are Merged Logs The Collect Logs Screen 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 you to track for example the routing of an individual call across different ICM systems There is no limit to the number of individual system logs that can be included in a single merged log file Note however that larger logs will take longer to collect When you download a merged log collection you can download both the individual associated logs in addition to the merged log itself Merged logs are subject to the following limitations e To use merged log capabilities each Support Tools Server and node must be able to communicate with the same Simple Network Time Protocol SNTP or NTP server If any system in a merged log collection cannot communicate with the SNTP server the merge will fail and the outputted log will contain the alert Missing SNTP data for all of the following files logs prevented merging logs e Some logs do not record time in milliseconds Some logs record events up to the second while others record seconds and milliseconds The Merge logic assumes zeros when milliseconds are missing e Even with a properly configured SNTP server the
171. information in the log e CSA Process Logs System The CSA system name e CVP Process Logs System The CVP system name Node The CVP Node on the system e CCS Process Logs System The CCS system name e CMB Process Logs System The CMB system name e CEM Process Logs System The CEM system name If any of the systems you selected are unavailable for log collection for example if they are offline a message will display on the screen alerting you to the fact Click Finish The log group is now available to use in a log collection on the Collect Logs screen or in a trace group on the Create Trace Group screen Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 109 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Log Groups Screen How to Use the Log Groups Screen Viewing Log Groups Step 1 Step 2 Step 3 Step 4 Editing Log Groups Renaming Log Groups Step 1 Step 2 Step 3 Step 4 The Log Groups screen displays defined log groups From this screen you can View Edit Rename and delete Log Groups You can view the details of any log group on the log group screen To view a log group s details From the History Log Group screen check the Select box next to the Log Group whose details you want to view Click View The screen displays which products and processes have been selected for this log group Optionally clic
172. ing Batch Mode For use with ICM VRU PGs only To Access VRUTrace from the Dashboard To run VRUTrace from the Support Tools Dashboard 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 gt VRUTrace Step 3 In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the vrutrace command is already implied Do not enter it in the Arguments field Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 190 Chapter 13 Using Cisco Common Tools Step 4 Step 5 Step 6 How to Use the VRUTrace Utility Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access VRUTrace from a Command Line on a Node From a command line on an ICM VRU PG you must access VRUTrace from the vrucap directory located at lt icm_root gt icm lt customer instance gt lt pg gt For example c icm my_customer_instance pgla vrucap gt vrutrace Using VRUTrace Command Line Options VRUTrace Examples Syntax vrutrace ProcessName if InputFile o of OutputFile bd BeginDate mm dd yy bt BeginTime hh mm ss ed EndD
173. ing the Dashboard it s important to navigate and refresh pages using only the controls in the Dashboard interface Avoid navigating and refreshing using controls belonging to your browser specifically the browser Forward Back and Refresh commands Dashboard pages expire as soon as a request for a subsequent page is made therefore using the browser s Forward and Back commands may return you to an expired page Because the Dashboard uses a frameset its pages may not refresh properly using the browser Refresh command How to Access the Support Tools Dashboard Step 1 Step 2 To access the Support Tools Dashboard Open a supported Web browser and in the Address line enter for example http lt hostname gt 8188 Note You can also specify the machine s IP address in place of its DNS entry Note that the URL above uses Support Tools s default HTTP port Press lt Enter gt The Support Tools Dashboard Login screen opens Note The default mode for Support Tools is to use SSL You may see a warning such as the one pictured below Click OK to accept the security certificate Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 74 Chapter 10 Using the Support Tools Dashboard Step 3 Step 4 Step 5 Figure 3 Login Security Warning Security Alert x Information you exchange with this site cannot be viewed or S changed by others However there is a problem with the site s security
174. ion with a minus sign For example to turn off the a option specify a e Option a can be specified twice to restore normal operation namely to undo the effect of specifying option a in the environment variable Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Diff utility to find differences between two text files To Access Diff from the Dashboard Step 1 Step 2 Step 3 To run Diff from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the Diff command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 204 Chapter 14 Using 3rd Party Common Tools diff Step 4 Click the Run button Using Diff Command Line Options diff rebidtvo O lt colors gt 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 di
175. isted in the lower right portion of the screen As necessary to undo The most recent selection click the Cancel button e All selections click the Cancel All button To proceed with changes click the View Changes Submit button All pending changes are listed Click Submit to finalize your changes To Save a Registry Comparison to a File Step 1 Step 2 Step 3 As desired you can save a registry comparison to a file in the Support Tools repository for future study or reference Saving saves the complete retrieved Cisco branch of both registry trees not just the currently expanded portion of that branch Note that in the case of machines with multiple customer instances only values from the currently retrieved instances are included in the file To save a registry comparison to a file Click the Save button A Save dialog box opens displaying a default name for the file RegCompare_ lt system1 gt _ lt system2 gt _ lt Datetime gt xm1 Accept the default name or enter an alternate Note e Files can only be saved to the Repository Entering a path while saving has no effect e 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 Click OK The file is saved to the Repository on the Support Tools Server Note Subsequent to saving you can view or download saved files by selecting Compare Registries gt Files
176. ithin the RTRTrace GUI To access RTRTrace on an ICM Call Router from a command line enter rtrtrace How to Use the RI Test 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 similar information You can also enable specific debug tracing in the Call Router By running RTTest you can quickly get a real time status of the entire ICM system For use with ICM Call Routers only but can be run from any ICM component Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access RT Test from the Dashboard Step 1 Step 2 Step 3 Step 4 Step 5 To run RTTest from the Support Tools Dashboard Use the System Select screen to select the system you want to work with From the Dashboard menu select Cisco Common Tools gt RTTest In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the nmstop command is already implied Do not enter it in the Arguments field If desired in the Commands field enter or paste from a batch file a group of commands to run in batch mode When you do this e Separate individual commands by a new line Do not enter input flags Do not enter an input file name in the argume
177. k Edit to edit this log group Follow the instructions below for Editing Log Groups Editing a log group re runs the Log Group creation wizard with the current settings for this existing log group preselected To Edit a log group Warning Do not modify Log Groups that have been used to create a Trace Group This may cause unexpected results when using the trace tool to automatically collect logs From the History Log Group screen check the Select box next to the Log Group whose details you want to edit Click Edit The Create Log Groups wizard is invoked with the current setting for this log group preselected Change settings as required using the wizard as described in How to Use the Log Groups Screen page 107 You can change the name of any log group To change a log group s name Warning Do not rename Log Groups that have been used to create a Trace Groups This may cause unexpected results when using the trace tool to aromatically collect logs Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 110 Chapter 11 Using Support Tools Utilities from the Dashboard Step 1 Step 2 Step 3 Deleting Log Groups Step 1 Step 2 Step 3 How to Use the Create Trace Group Screen Batch Mode From the History Log Group screen check the Select box next to the Log Group whose name you want to change Click Rename A dialog box appears prompting you for a new name Enter the ne
178. ks back slash and pipe Note If an IPSec policy is already assigned on you machine you will not be prompted to enter a preshared key For more see Automated IPSec Implementation page 44 When the installation is complete click Finish Depending on your local machine s configuration you may be prompted by the installer to reboot the machine to complete the installation The Support Tools Server and Cisco CCBU Support Tools HTTP Server Tomcat services will start automatically upon reboot If you are not prompted to reboot the Support Tools Server and Cisco CCBU Support Tools HTTP Server Tomcat services will start automatically and is ready for use If you stopped the Cisco Security Agent for the installation start its service and set the service startup type to Automatic Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 56 Chapter 7 Installing Support Tools How to Create the Distinguished User Account How to Install the Support Tools Node Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 You can install the Support Tools Node on any supported Cisco Unified software component that you want to manage through Support Tools Note Before installing the Support Tools Node ensure that the machine meets the prerequisite hardware and software requirements Warning In some instances the Support Tools Server and Node installation may require a reboot to complete For this reason you s
179. lect one per line si lt hh mm ss gt Sample interval for performance counter collections In lt logger_name gt Logger name for Event Trace Sessions rt Run the Event Trace Session in real time mode p lt provider flags level gt A single Event Trace provider to enable pf lt filename gt File listing multiple Event Trace providers to enable Jul Run the Event Trace Session in user mode bs lt value gt Event Trace Session buffer size in kb ft lt hh mm ss gt Event Trace Session flush timer nb lt min max gt Number of Event Trace Session buffers Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 239 Chapter 14 Using 3rd Party Common Tools Openfiles Opentiles Relog e fd Flushes all the active buffers of an existing Event Trace Session to disk e u user password User to Run As Entering a for the password produces a prompt for the password The password is not displayed when you type it at the password prompt e rf lt hh mm ss gt Run the collection for specified period of time e y Answer yes to all questions without prompting e ets Send commands to Event Trace Sessions directly without saving or scheduling e mode lt trace_mode trace_mode gt Event Trace Session logger mode e ct lt perflsystemlcycle gt Event Trace Session clock type Note Where is listed an extra negates the option For example r turns off the r
180. llect logs for e ICM AWs PGs Call Routers and Loggers e Call Manager CCM e Collaboration CCS e Email Manager CEM e Media Blender CMB e IPCC Express CRS e Cisco Agent Desktop CAD e Cisco Security Agent CSA e Cisco Voice Portal CVP Note Log collection for CTIOS is not supported Collect Logs General Steps Step 1 Step 2 In order to collect logs in Support Tools you must Create log groups A log group defines the products systems and processes whose logs you want to collect You must create a log group before you can begin collecting logs You can create different log groups to target different products and systems Log group definitions are saved in the Support Tools Repository and are available for subsequent re use by other Support Tools users They can be modified or deleted as necessary Create a log collection request A log collection request defines the time range of logs to collect what log groups to include in the request and whether the logs should be merged into a single Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 117 Chapter 11 Using Support Tools Utilities from the Dashboard About Log Collection file or delivered as individual files You define when you want the logs collected by specifying a Start and end time Each log collection request can be run only once The logs it collects are stored in the Repository where they remain unt
181. log files e Management Service log files e Management Server Instance log files e Contact Center Trap Agent log files e Native SubAgent Adapter log files e Master Agent log files Cisco CTIOS Server 5 x X CTI Driver log files e CTI OS log files e NM log files e NMM log files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 87 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Component amp Sub components Retrievable only in Interactive Mode Cisco CTIOS Server 6 x X e CTI Driver log files e CTI OS log files e NM log files e NMM log files Cisco CTIOS Server 7 x X CTI Driver log files e CTI OS log files e NM log files e NMM log files Cisco E Mail Manager 5 x X e CEM 5 x Registry Settings e Setup log files e WLCore log files Cisco E Mail Manager 5 x UI Server X e CEM 5 x UI Server Registry Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 88 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Component amp Sub components Retrievable only in Interactive Mode Cisco Agent Desktop CAD CAD Registry Settings Base CAD Registry Settings Chat Server CAD Registry Settings Directory Services CAD Registry Settings Enterprise Server CAD Registry Settings Framework
182. log group is not supported a specific message noting that the component is not supported displayed To Create a Trace Group From the Create Trace group Screen select a Log Group Name and click Next Trace Groups are based on the products and processes defined in a Log Group You must first Create a Log Group page 107 before you can create a Trace group Enter a name up to 32 characters long and optionally a description for the trace group It s a good idea to choose an intuitive name that will help other users understand what type of logs this group collects A List of configurable trace setting is displayed on the page for each trace tool that is available to set trace levels for the products and processes defined in the log group For each section of trace settings you can choose Low Medium High or Current trace setting for the section or optionally select individual settings from within the section Checking the Low Medium High or Current will automatically check settings for that section based on predefined values Mousing over any of the setting check boxes may display a pop up help box that describes the setting Note The Current setting does not always display the actual current trace settings on the server Click Finish when you have completed making your trace setting selections A confirmation page displays notifying you that the trace group has been created Click OK to return to the Create Trace Group Scre
183. lowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Ends one or more tasks or processes Processes can be killed by process ID or image name Usage TASKKILL S system U username P password FI filter PID processid IM imagename T F Parameter List S system Specifies the remote system to connect to U domain user Specifies the user context under which the command should execute P password Specifies the password for the given user context Prompts for input if omitted FI filter Applies a filter to select a set of tasks Allows to be used ex imagename eq acme Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 245 Chapter 14 Using 3rd Party Common Tools Taskkill PID processid Specifies the PID of the process to be terminated Use TaskList to get the PID IM imagename Specifies the image name of the process to be terminated Wildcard can be used to specify all tasks or image names T Terminates the specified process and any child processes which were started by it F Specifies to forcefully terminate the process es Displays this help message Filters Filter Name Valid Operators Valid
184. ls two log files that are created e C Temp SupportTools_Setup log This is the general Support Tools install log file If there are any problems installing Support Tools this would be the first place the support staff or development would look e C Temp CiscoUnifiedIPSEC_ST_Configure log This is the log file associated with configuring IPSEC Since IPSEC is configured via it s own VBScript file it has it s own log file If there are any IPSEC errors this would be a good place to look for more information How to View Support Tools Server and STNA Log Files When Support Tools is running it creates log files which are stored at lt installDirectory gt SupportTools logs There are two kinds of log files status and history files How to View STPA Log Files When the STPA is running it also creates log files These are stored at lt installDirectory gt CVP STPA logs There are two kinds of log files status and history files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 255 Chapter 16 How to View Support Tools Logs How to View STPA Log Files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 256 Chapter 17 IPSec Settings and Procedures IPSEC is an OS level security protocol that adds an extra level of security between the ST Server and Node Agents Whenever Support Tools is automatically installed IPSEC must be configured How to Examine Your IPS
185. ls for a log All Support Tools nodes group Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 28 Chapter 4 About Support Tools Utilities Support Tools Utilities List Utility Name Description Installed On Dashboard Privileged Users Only Schedule Trace Schedule the changing of trace levels All Support Tools nodes x Collect Logs Collect and view log files from ICM and All Support Tools nodes x related Cisco products Cisco Common Tools 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 Tool Name Description Installed On Dashboard External Privileged GUI No Users Dashboard or Only Command Line Access cicman Use on a NAM CallRouter to view and set NAM NAM Call Routers to CICM session information ctitest Use for debugging or demonstration in a Cisco ICM CTIOS PGs X CTI environment Can be used in place of an Interactive CTI client application dbdiff Third party Microsoft tool to compare database Nodes on which SQL tables Invoked with the diffconfig bat tool Server is installed dumpcfg Dump Config ICM audit utility Use to analyze the Loggers but can be ICM Config_Message_Log table Allows you to run from any ICM determine WHO did WHAT WHEN from component WHERE using WHICH program icm
186. lue ProgID for key command in the previous example Note The key name has been placed in quotes because it included embedded spaces How to Use the Log Groups Utility from a Command Line Use the Create Log Group Screen to e Create log groups e View details of log groups e Edit log group definitions e Rename log groups e Delete log groups Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 143 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Groups Utility from a Command Line 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 lt support_tools_root gt Step 2 Enter lgtool Step 3 Enter commands as described in the Command Line Options section below Note For additional information on basic Web Tools command line use including system selection options and command line mode vs interactive mode see Using Cisco Common Tools from a Command Line page 125 Using the Log Groups Utility from a Command Line Table 11 Command Line Options Command Description Example cmdhelp chelp Displays a list of commands specific to this utility gt cmdhelp Note Using Help or also displays this list but includes several additional ICM commands e g echo error_stop not used by this utility n
187. m icmdba ICM Database Administration tool Use to create AWs Loggers ICM X monitor and edit ICM databases including Logger components with DBs HDS and AWDB databases ICMDBA is also used to manage various SQL Server operating parameters mptrace Use to provide a playback from the Nortel Meridian MerPim PGs Automatic Call Distributor ACD to troubleshoot potential issues nicroi NIC Remote Operator Interface Use to configure Routers for customers X and debug the old style DOS based AT amp T NIC running an AT amp T NIC Often invoked with the NIC BAT batch program nmstart Node Manager Start Use to start an ICM service AWs PGs Call X on a CallRouter Logger AW or PG Routers Loggers nmstop Node Manager Stop Use to stop an ICM Service AWs PGs Call X on a CallRouter Logger AW or PG Routers Loggers opctest Use to interpret a Peripheral Gateways PG status PGs X statistics etc It is also possible to enable specific debug tracing in the OPC process procmon General purpose debugging tool Can be usedin PGs Call Routers X conjunction with various Network Interface Controller NIC and Peripheral Interface Manager PIM processes Use to verify status set debug trace bits etc rtrtrace Use to set various debug tracing on a CallRouter Call Routers X The additional tracing is output to the EMS log files and viewed with the Trace and Log tools rttest Use to interpret a Call Router s events and states Call Ro
188. m with a one to one IPSEC policy The filter should be added to the filter list of the existing policy and listed second A configuration example follows Client Policy IP Filter From any IP address TCP port To any IP address specific TCP port 39100 Support Tools default Filter Action Request Security on Support Tools Server Require Security on Node Agent Negotiate security ESP with SHA1 Integrity and no encryption Authentication Mode Both should be listed on Support Tools server Preshared key Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 45 Chapter 6 About Support Tools Security Using IPSecurity with Support Tools Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 46 Part 3 Installing Upgrading and Configuring Support Tools Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 47 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 48 j Chapter 7 Installing Support Tools This section contains the following topics e About Installing Support Tools page 49 e How to Collect Information for Support Tools Installation page 51 e How to Create Support Tools User Groups page 52 e How to Create the Distinguished User Account page 53 e How to Install the Support Tools Server page 54 How to Install the Support Tools Node page 57 e How to Test the Support Tools Installati
189. me you connect to a system If you suspect the system s processes have changed since you first connected to it click the Refresh button to refresh the list Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 103 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Services Screen To Save a Process To Terminate a Process Step 1 Step 2 Step 3 Step 4 Step 1 Step 2 Step 3 To terminate a process on the current system Click the Save button A Save dialog box opens displaying a default name for the file lt Listtype gt lt Hostname gt lt Datetime gt xml Accept the default name or enter an alternate Note e Files can only be saved to the Repository Entering a path while saving has no effect e 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 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 Processes gt Files from the Dashboard menu To terminate a process on the current system Select a checkbox next to the process es that you want to terminate Click Terminate a Confirmation Page appears showing the process es that you selected to terminate Click Terminate to terminate the process or cancel to not terminate the process es
190. miedentnaiaaieassaiasentereeidemtiusenieisacieegnienietedinieiabin 72 Selecting a System to Work With in Interactive Mode essosneeooseneeeeenenesernsoerrnnnrrnnnrrenreserrrnnreennne 73 Adding a Systemi to the Systemi IGE sssiris aikin son Ner N RIANA E ARNA R ANE AEIR EIEEE IRE 73 Navigating and Refreshing Pages in the DaShboard ccesccceeeessneeeeeeceeeeeeeeeeeeseeaaaeeeeenaeeeeenea 74 How to Access the Support Tools Dashboard siscicuieristesssinsseteminbsaiseranvesierdainienieoimiensdieamnienalaiilaniimelens 74 How to Use the System Management Sere cee cece scececeenicrentetvedsaredvasroranecveercerwascteanveprbeeteernionmivetaces 75 To Ado a Node to Te Sysiem LlSirsniiniaiis aE AE SAA NEE SREE 75 To Automatically Add CVP and Support Tools Server NOde S ccccccccceesseeseeeeeeeeeesssnneeeeeeeeseeees 76 To Test thie Connection toa ha sack is sco ss nwnsnccn ta si cde dean noo aT 76 To Deleie a Node tom the System ie E 76 Using the Select System SE fascias enncanivcdaciennagadansniadinatcissvaiineancamiusiiansanciantcbinneatagiasiptaadeinetsaieiiauaaie 77 Using he Select System aN cso ieena aeai ai i lee 77 Adding a Support Tools Node to ihe System LiStiscccsccinsiatsminssesereansonensinscienrmsieederannbiedainneiamiieieete 78 FOW TO End a WBE el el lbenno EEEE Eea 78 Part 5 Using Support Tools Web PONS wicicssasscansscucninvinawivaccansnnnsantasinaniaasindnnnnanasasiiaianauadannnaniey 81 17 Using Support Tools Utilities
191. molates REG_DWORD Ow00000001 1 Activelastance Language REOSE Engin Anercan P CallGen2 C Leaguegeabbrev REG _S ENU Y IN102 s ioe 2 60 Last OC Doman FEG_SZ NICDEV W2K0 CD0000002 1 b Loggers E Last Dupk od Setting REG_DWORD phd p Rauter 0x00000000 0 3 b aw Last instal Orive REG SZ zi CurreatVersion z b Distributor eo peeding changes for HKEY_LOCAL_MACHINENSOFTWARE Cisco Systems mbut lac ICM SystrmSettings P nams The Display shows the following The top pane shows the systems or files being compared System 1 the current system or first file being compared is color coded in brown bold System 2 is color coded in green italic bold The left hand pane shows a tree view of keys which includes keys from both systems 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 Parts of a value are identical on both systems are shown in black normal font Note If you selected Show differences only then parts that are identical are not displayed however if the results are saved it is still possible to view the complete registry at a later time Parts of a value that exist only on System 1 are shown in brown bold Parts of a value that exist only on System 2 are shown in green italic bold Cisco Support Tools User Guide for Cisco Unified Software Release
192. n Component amp Sub components Retrievable only in Interactive Mode Cisco IPCC Express MSI Installer files Node Manager EMS Files Database ADS HDS RDS ReplLogs files CRS SQL Server Logs Editor Logs Archive Tool logs Alarm Server logs Alarm logs SNMP SYSAPP logs SNMP CDP logs Spanlink Agent Supervisor logs Spanlink Agent Supervisor dbgs Spanlink Install Manager files Spanlink InstallShield silent install files Spanlink InstallShield Install Uninstall debug files X Cisco Voice Portal Application Server all versions Registry Values Installation log files Cisco Voice Portal Application Server 2 x only AlarmForwarder EMS log files ApplicationServer nm and nmm EMS log files ApplicationServer properties files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 91 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Component amp Sub components Retrievable only in Interactive Mode Cisco Voice Portal Voice Browser 2 x only X e VoiceBrowser EMS log files Cisco Contact Center Management Portal X e Gateway Registry values e Provisioning Registry values e Provisioning InstallLog files e Provisioning InstallState files e Application Server Log files Cisco Voice Portal SDDSN 2 x only X e Registry values e Installation log file Cisco Voice Portal VXML Server
193. n a file 2003 Windows XP which Use to view the name of the first file Windows 2000 Windows encountered while traversing a path or 2003 Windows XP directory tree winmsd Windows Diagnostics Use to gather detailed Windows 2000 Windows configuration information about computers 2003 Windows XP running Windows NetshDump Allows you to run the NetShell utility to Windows 2000 Windows display or modify the configuration of a 2003 Windows XP currently running computer Bootcfgqry Queries Boot ini file settings Windows 2003 Windows XP Defraganalyze Analyzes boot files data files and folders on Windows 2003 Windows XP local volumes for fragmentation Defragreport Reports fragmentation of boot files data files Windows 2003 Windows XP and folders on local volumes Driverquery Displays a list of all installed device drivers Windows 2003 Windows XP and their properties Eventtriggers Displays and configures event triggers on local Windows 2003 Windows XP or remote machines Getmac Returns the media access control MAC Windows 2003 Windows XP address and list of network protocols associated with each address for all network cards in each computer either locally or across a network Logman Manages and schedules performance counter Windows 2003 Windows XP and event trace log collections on local and remote systems Openfiles Queries or displays open files Also queries Windows 2003 Windows XP displays or disconne
194. n file system disk space usage To Access DF from the Dashboard Step 1 Step 2 Step 3 Step 4 To run DF from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the DF command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 203 Chapter 14 Using 3rd Party Common Tools diff Using DF Command Line Options diff 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 of the supplied arguments Example df a b prints the available free space for drives a and b The options for DF are a Print free space for all loadable drives Display program description Note e If the environment variable DF exists its value is used to establish default options e You can override an option that was specified in the environment variable by following the opt
195. nchronized Windows 2000 2003 systems as the allowable machine drift is greater than the tolerance of the log event times Note that Support Tools does not make time adjustment to host machines Instead the time offsets are tracked in a database to use for log merging only Your SNTP or NTP server must support unauthenticated requests Refer to RFC 2030 for more details on SNTP Most Cisco IP Routers support the SNTP NTP protocol Consult with your IT department on available SNTP NTP servers in your network If any system in a merged log collection cannot communicate with the SNTP server the merge will fail and the outputted log will contain the alert Missing SNTP data for all of the following files logs prevented merging logs For the Support Tools Node a Take an inventory of the supported Cisco Unified software products on which you want to install Support Tools b Determine the IP address or fully qualified DNS of your network time server SNTP However you can leave this blank if the SNTP address was filled in on the Support Tools Server The Support Tools Server pushes the value out to the node Note that this only occurs if the SNTP server field is blank If a value is pushed to the node and the address later changes you must manually change the address on the Support Tools Node to point to the new SNTP server c Determine whether a firewall stands between the Support Tools Server and any supported Cisco Unified softwar
196. nd Line page 125 Using the System Interrogate Utility from a Command Line Table 7 Command Line Options Command Description Example cmdhelp chelp pa a list of commands specific to this utility gt cemdhelp Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 134 Chapter 12 Using Cisco Tools from a Command Line How to Use the System Interrogate Utility from a Command Line Command Description Example Note Using Help or also displays this list but includes several additional ICM commands e g echo error_stop not used by this utility n Displays syntax for a specified command gt lt command gt appserver Specifies the system on which the utility should run If not gt lt app_servername gt specified the utility is run on the local system lt options gt system Specifies the target system the utility should run against If not gt system lt host_name gt specified the utility is run against the local system lt options gt localhost Sets the network address of name of the target node to the local gt localhost host Note By default unless a different system is specified using the system command the local host is assumed to be the target system query qry Displays detailed information about the target system gt query For a detailed listing of displayed information see How to Use OR the System Interrogate Screen gt qry
197. nding on the type of system selected Click System Interrogate Data is returned that corresponds to the options you have checked See below for information on saving the data collected Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 93 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen To Retrieve System Information in Batch Mode Step 1 Step 2 Step 3 Step 4 To retrieve system information in Batch Mode From Support Tools gt Batch Mode gt System Interrogate Select the Schedule Time to run the system interrogation Select the Hours Minutes Month Day and Year Select the system s that you want to interrogate by checking the box next the system name Click Schedule a Confirmation Screen Displays Click OK You can view pending job by clicking on Support tools gt Batch Mode gt System Interrogate gt Pending Jobs You can view completed interrogations by clicking on Support Tools gt Batch Mode gt System Interrogate gt History To Save System Information to a File Step 1 Step 2 Step 3 Step 4 As desired you can save current system information to a file in the Support Tools Repository for example as a backup before editing To save system information to a file Follow the steps above to interrogate the system After the data appears Click the Save button A Save dialog box opens displ
198. ndows problems 2003 Windows XP Net Session Use to view information about all current client sessions with the current system Windows 2000 Windows 2003 Windows XP NetStat Use to view network information for the current system including protocol statistics and current TCP IP network connections Windows 2000 Windows 2003 Windows XP Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 194 Utility Name Description Supported Node Operating Systems Net Statistics Server Use to view statistics for the local Server service Windows 2000 Windows 2003 Windows XP Net Statistics Works Use to view statistics for the local Workstation service Windows 2000 Windows 2003 Windows XP NSLookup Use to get the IP address and fully qualified Windows 2000 Windows DNS of the current system s DNS name server 2003 Windows XP PathPing A route tracing tool that combines features of Windows 2000 Windows the ping and tracert commands with additional 2003 Windows XP information ping Low level connectivity test Use to verify Windows 2000 Windows end to end TCP IP network infrastructure 2003 Windows XP pstat Use to list all NT or Win2K processes their Windows 2000 Windows process ID PID memory and cpu utilization 2003 Windows XP etc rm Use to delete files and directories Equivalent Windows 2000 Windows of t
199. ndows Start bar click Start gt Run In the Open field enter isqlw If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click OK Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the LS utility to view directory listings To Access LS from the Dashboard Step 1 To run LS from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 216 Chapter 14 Using 3rd Party Common Tools Step 2 Step 3 Step 4 Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using LS Command Line Options ls cxllmfetsurRpadoM filel The options for LS are c display the names of the files sorted down each column x display the names of the files sorted across the row 1 display the names of the files in a single column 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
200. nformation that you can view The type of system information that can be retrieved depends upon the node type of the selected system All of the above categories are not present for every node e After Interrogating the system you can save the data to a file There are differences between the type of information that System Interrogate can retrieve depending on whether it is running in Batch Mode or Interactive Mode Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 84 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen In Batch Mode there is a fixed set of information that can be retrieved once selected for retrieval This information includes e OS e CPU e Memory e Disk e Windows Hotfix e Windows Domain e Web Server if present In Interactive Mode the selected system is queried to determine which types of information are available for retrieval This information includes the type of information that can be retrieved in batch mode and adds some additional types of information See the table below for complete details Table 3 Types of Information Retrieved from System Interrogate Component amp Sub components Retrievable only in Interactive Mode Windows OS OS and Hardware Information OS and Hardware Information additional Dr Watson Log File Cisco MCS X e OS Image e OS Upgrade e OS Info MSC Installation l
201. ng Support Tools How to Modify Support Tools Basic Configuration How to Modify Support Tools Basic Configuration Communication Port The basic configuration settings necessary to run Support Tools network time server privileged use group Repository path and TCP IP port are specified during installation While not typically necessary you can modify these settings after installation Support Tools keeps most of its configuration values in the Windows Registry The base key for all values is HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools Note After modifying any of the following settings you must restart Support Tools services for the change to take effect The ports the ST processes use are defined in the Windows registry at the following DWORD value HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools AppServer Port Location of the Support Tools Installation This value is stored in the Windows registry in HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools AppServer InstallPath This can be changed in the registry but you must manually move the directory on the file system to the new location Location of the Support Tools Repository This value is stored in the Windows registry in HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools AppServer RepositoryBaseDir This can be changed in the registry but you must manually move the directory on the file system
202. ng a Trace Group Step 1 Step 2 Step 3 Step 4 To view a Trace Group s File From the History Trace Group screen check the Select box next to the Trace Group whose file you want to view Click View File Selected settings for this Trace group Appear Mousing over any of the setting check boxes may display a pop up help box that describes the setting The values shown are the settings defined for this trace group Note that this differs from the View Settings command in that the View Settings command shows the values currently set for the node You can optionally Edit the Trace Group File by clicking Edit To Edit a Trace Group From the History Trace Group screen check the Select box next to the Trace Group that you want to edit A List of configurable trace setting is displayed on the page for each trace tool that is available to set trace levels for the products and processes defined in the log group For each section of trace settings you can choose Low Medium High or Current trace setting for the section or optionally select individual settings from within the section Checking the Low Medium High or Current will automatically check settings for that section based on predefined values Mousing over any of the setting check boxes displays a pop up help box that describes the setting Note The Current setting does not always display the actual current trace settings on the server Click Finish
203. nified Software Release 2 1 1 241 Chapter 14 Using 3rd Party Common Tools sc SC 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 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Communicates with the Service Controller and installed services SC exe retrieves and sets control information about services sc lt server gt command service name lt optionl gt lt option2 gt The option lt server gt has the form ServerName Commands for SC query Queries the status for a service or enumerates the status for types of services queryex Queries the extended status for a service or enumerates the status for types of services start Starts a service pause Sends a PAUSE control request to a service interrogate Sends an INTERROGATE control request to a service continue Sends a CONTINUE control request to a service stop Sends a STOP request to a service config Changes the configuration of a service persistent description Changes the description of a service failure Changes the actions taken by a service upon failure qc Queries the configuration information for a service qdesc
204. nterrogate gt system logger_b gt query Note This command is not available for the Log Group and Log Collection utilities In those utilities the target system specification is built into the log group s being used in the request Viewing a list of targetable systems Once connected to an application server you can use the systemlist or syslist command to view a list of all systems that can be selected for targeting Use the check option with systemlist to verify connection status to available systems For example entering systemlist check returns output such as Hostname IP Address System Type Connection 10 86 128 84 10 86 128 84 ICM c Note The systemlist check option uses the character c for valid and x for invalid Saving Viewing and Retrieving Files Most Web Tools allow you to save view and download files from the Support Tools Repository Each Support Tools node has its own local Repository When using Web utilities from a command line on a node the Repository in use is the Repository on that node or whatever machine has been specified as the application server Getting Help for Command Line Tools Use the emdhelp or chelp command to view a complete list of options for any tool To view usage for a specific command enter lt command_name gt Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 127 Chapter 12 Using Cisco Tools from a Command Line How to Use the
205. nts field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 180 Chapter 13 Using Cisco Common Tools Step 6 Step 7 How to Use the RTTest Utility If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access RTTest from a Command Line on a Node Using RT Test From a command line on an ICM Call Router you can access RTTest from any location on the local physical drive For example c gt rttest d temp gt 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 Syntax rttest f InputFile system SystemName cust Customer node ICRNode pipe OutputPipe debug stop help The command line options required to invoke RTTest are cust Customer where Customer is a 3 4 or 5 letter acronym signifying the ICM customer instance node ICM node where ICM node is either routera or routerb depending on the router RTTest to run At the RTTest prompt type status It will return the current state of each ICM central site process ICM Peripheral Gateway server third party automatic call distributor ACD and Voice
206. o send an ICMP echo request to a target host name or IP address Use Ping whenever you need to verify that a host computer can connect to the TCP IP network and network resources You can also use Ping to isolate network hardware problems and incompatible configurations To Access Ping from the Dashboard Step 1 Step 2 Step 3 Step 4 To run Ping from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using Ping Command Line Options ping t a n count 1 size f I TTL v TOS r count s count j host list k host list w timeout destination list The options for Ping are Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 224 Chapter 14 Using 3rd Party Common Tools PStat rm PStat t Ping the specified host until stopped To see statistics and continue type Control Break To stop type Control C a Resolve addresses to hostnames 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 Ser
207. o CCBU Support Tools HTTP Server Tomcat should run under For more information see How to Create the Distinguished User Account Note Use the Test button to test Authentication TCP IP Port The port the Support Tools Server uses to communicate with Support Tools Nodes The default is 39100 HTTP and HTTPS Ports Specify the ports that the Cisco CCBU Support Tools HTTP Server Tomcat should use for HTTP and HTTPS requests The Support Tools defaults are 8188 HTTP and 8189 HTTPS Network Time Server Specify the static IP address or fully qualified DNS of your network time server Also specify the frequency in minutes with which this machine should reconcile its clock against the network time server Will network time server usage is optional without it merged logs cannot be collected Note As necessary these values can also be modified after installation Repository Base Directory Specify the path to the Support Tools Server Repository This is the location where log files and saved registries and processes lists are stored You can specify any location on the Support Tools Server s physical drive The default is lt destination_path gt Repository IPSec Preshared Key For Windows 2003 installs only you have the option of entering an IPSec key that authenticates the Support Tools Server to individual nodes Keys are case sensitive and limited to 256 characters You can use any character except single and double quotation mar
208. o Save the Services List to a File Step 1 Step 2 Step 3 Step 4 Trace and Log As desired you can save a system s Services list to a file in the Support Tools repository These files can later be viewed or downloaded locally using the Files screen To save Services to a file Click the Save button A Save dialog box opens displaying a default name for the file Services lt Hostname gt lt Datetime gt xml Accept the default name or enter an alternate Note e Files can only be saved to the Repository Entering a path while saving has no effect e 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 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 gt Files from the Dashboard menu Trace and Log tools allow you to collect logs from systems that have Cisco products installed Trace and Log tools can be used in either Interactive Mode for the current system or Batch mode for multiple systems Log groups define which products and process should be queried to retrieve logs Logs can be merged to provide a consolidated time sorted view Trace groups define trace level settings that are associated to the products and processes defined in a log group You can set trace groups to activate and deactivate over
209. o Unified Software Release 2 1 1 232 Chapter 14 Using 3rd Party Common Tools Step 1 Step 2 Step 3 Step 4 which 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 the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using WC Command Line Options which we lwc filel The default is for we to count lines words and characters for each file given Counting can be restricted to one or more of lines words or characters by using the command line options below Enable counting for lines w Enable counting for words c Enable counting for characters If no files are given standard input is read for characters Display program description Note If the environment variable WC exists its value is used to establish default options Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Which utility to view the name of the first file encountered while traversing a path or directory tree To Acce
210. o determine the syntax type the command followed by Command Definition pim_list_agents la List agents currently configured by PIM pim_list_services ls List Services currently configured by PIM 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_periph acdperiph Dump contents of peripheral object Quit Ends the Procmon Program How to Use the RIRTrace Utility Use RTRTrace to set debug tracing on an ICM CallRouter The additional tracing is output to the EMS log files viewable with the Trace and Log utility Router Trace session can be started on either side of a Call Router and tracing will start logging for both sides when tracing is enabled RTRTrace is for use with ICM Call Routers only Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 179 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility Accessing RTRT race RTRTrace is an external GUI application present on all ICM nodes as part of that standard ICM installation It cannot be run from within the Support Tools dashboard Online documentation is available from w
211. ocal group you define on the Support Tools Server machine or a domain group you define using Active Directory During the Support Tools Server installation you are prompted to enter the name of one and only one Windows user group that will serve as the Support Tools privileged group Users in all other groups are treated as regular Support Tools users 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 Support Tools utilities are accessed from the Support Tools menu The menu groups utilities with the exception of System Management which appears right under the main Support Tools heading as Interactive Mode Select System 1 The default support tools HTTP port is 8188 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 72 Chapter 10 Using the Support Tools Dashboard Using the Dashboard for the First Time System Interrogate Registry Registry Compare Processes Services Trace and Log Common Tools Including Cisco and Third Party tools Batch Mode System Interrogate Registry Processes Services Trace and Log Common Tools Including Cisco and Third Party tools Note that if you are not a member of the privileged user group certain utilities will not be available to you and will not appear
212. odes etc rm Use to delete files and directories Equivalent All Support Tools X of the DOS delete recursive del subdirectories nodes commands Route print Use to view the contents of the network All Support Tools routing tables nodes Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 32 Chapter 4 About Support Tools Utilities Support Tools Utilities List Tool Name Description Installed On Dashboard No Dashboard Privileged or Users Command Line Only Access shutdown Use to shut down a remote host When used All Support Tools X from the Dashboard shutdown will nodes automatically restart the host after 60 seconds sqlew SQL Enterprise Manager Use to monitor and Nodes on which SQL X update SQL Server operating parameters Server is installed expand databases etc stopshut Use to stop a system from shutting down due All Support Tools X to an application or operating system failure nodes strings Use to find printable strings in a binary file All Support Tools nodes tail Use to view user defined number of lines from All Support Tools end of a file nodes touch Use to change the creation date time for any All Support Tools X file nodes tracert Related to ping command Use to show each All Support Tools intermediary Hop in the TCP IP network nodes Useful in troubleshooting LAN and WAN faults wc Use to view a count of chara
213. oftware Release 2 1 1 130 Chapter 12 Using Cisco Tools from a Command Line How to Use the Processes Utility from a Command Line Viewing and Stopping a Service Examples The following table shows an example of viewing and stopping a service with a description of each entry Command Option Description gt servicecontrol Invokes the Services utility gt list Returns a list of all services installed on the target system along with their current status gt stop 01464 snmp service Stops the specified service Note Due to an embedded space the service name was placed in quotes The process ID example 01464 may be different each time a process is run 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 Processes utility to e View all processes running on a system e Terminate processes on a system e Save a list of processes to a file To Run the Processes Utility from a Command Line Step 1 Step 2 Step 3 To run the Processes utility in interactive mode from a command line From a command prompt on a Support Tools node navigate to lt support_tools_root gt Enter processcontrol To view a list of systems defined in the current system s system list use the systemlist command To view connection status for systems
214. og File Naming Conventions Log files use the following naming conventions e For ICM lt collection group gt lt product gt lt NodeAgentHost gt lt customer gt lt node gt lt process gt log e For CCM lt collection group gt lt product gt lt NodeAgentHost gt lt node gt log e For other products lt collection group gt lt product gt lt NodeAgentHost gt log To Delete a Log Collection Step 1 Step 2 Step 3 Step 4 To delete a log collection Check the collection s Select check box Click the Delete button A message displays prompting you to confirm the deletion Click OK To Rename a Log Collection Step 1 Step 2 To Rename a log collection Check the collection s Select check box Click the Rename button Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 122 Chapter 11 Using Support Tools Utilities from the Dashboard Step 3 How to Use the Collect Logs Screen Interactive Mode A Dialog Boc displays prompting you to enter a new name enter the new name in the dialog box and click OK How to Use the Collect Logs Screen Interactive Mode Use the Collect Logs Screen to create a log collection A log collection is a specification that defines the log group s and time range you want to collect logs for In Interactive Mode you create log groups for the currently selected system To open the Collect Logs screen from the Dashboard menu
215. og files Cisco Patches X e Cisco Application Patches Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 85 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Component amp Sub components Retrievable only in Interactive Mode SQL Server Information e SQL Server Registry Values e SQL Server WMI Values IIS Web Server IIS Web Server Cisco JTAPI Information e Cisco JTAPI ODBC Information e ODBC Cisco Security Templates e Security Hardening Settings e Security Hardening Sections Cisco ICM 5 x 6 x or 7 x e ICM 5 x 6 x or 7 x Cisco ICM 4 6 2 e ICM 4 6 2 Cisco IPCC Enterprise Web Administration e Client Properties File e Properties xml file e Cisco CCBU Support Tools HTTP Server Tomcat log files e WebConfig log files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the System Interrogate Screen Component amp Sub components Retrievable only in Interactive Mode Cisco ICM IPCC Agent Reskilling X e Client Properties File e Properties xml file e Cisco CCBU Support Tools HTTP Server Tomcat log files e WebConfig log files Cisco WebView X e Jaguar log files e ServletExec log files Cisco SNMP e Content Center SubAgent
216. ogs you must specify product and system gt al product ICM system lt system_name gt icm_customer lt customer_name gt icm_node lt node_name gt icm_process lt process_name gt gt al product CCM system lt system_name gt ccm_node lt node_name gt gt al product CCS system lt system_name gt remove_log rl Removes a log from current log group rl lt log_name gt list_selected_log Isl Displays logs included in the current log group gt 1lsl log_group_description Igdesc Optionally sets a description for the current log collection gt lgdesc lt description gt close_log_group closelg save Closes and saves the current log group to the application server s Repository When closing a new group closelg automatically saves the group When closing an existing group that was opened for editing you must explicitly choose save by entering closelg save YES To close without saving enter closelg save NO gt closelg list_log_groups Islg List all log groups in the application server s Repository gt lslg Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 145 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Groups Utility from a Command Line Command Description Example display_log_group dlg Displays details of a log group from the application server s Reposi
217. ol to run in batch mode see Using Batch Mode To Access CTlTest from the Dashboard Step 1 Step 2 Step 3 To run CTITest from the Support Tools Dashboard Use the System Select screen to select the system namely PG you want to work with From the Dashboard menu select Cisco Common Tools gt CTI Test In the Arguments field enter desired arguments as described in the Using section below Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 159 Chapter 13 Using Cisco Common Tools How to Use the CTITest Utility Step 4 Step 5 Step 6 Note When entering arguments the ctitest command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access CTlTest from a Command Line on a Node From a command line on a CTIOS PG you can access CTITest from any location on the local physical drive For example c gt ctitest d temp gt ctitest Using CTITest Configuring Step 1 Step 2 Starting CTI Test requires The CTI Server PG IP address The socket number e The agent ID and login information Note In addition to ctitest exe trace dll icrmsgs dll is also located
218. ols Server will be installed create a local or domain account to be used for the Cisco CCBU Support Tools HTTP Server Tomcat service Note This account is only used to run the Cisco CCBU Support Tools HTTP Server Tomcat Service and should not be an administrator or user account for any other purpose Create a local account since this will restrict access of the Cisco CCBU Support Tools HTTP Server Tomcat Service to the one machine In some scenarios using a local account for the service will prevent users from authenticating with a domain account If this condition exists you will need to use a domain account instead How to Assign Directory Privileges to the Distinguished User If your Support Tools Server uses NTFS directory security that limits directory access to specific users after installing the Support Tools Server ensure that in addition to the lt machine gt System account the distinguished user for the Cisco CCBU Support Tools HTTP Server Tomcat Service has the following privileges to the Support Tools root directory and all of its subdirectories e Modify e Read amp Execute e List Folder Contents e Read e Write For example If the Distinguished User specified during installation is my_domain tomcat_svc_acct then my_domain tomcat_svc_acct must be given the rights listed above to the Support Tools root directory and all of its subdirectories See your Windows documentation for instructions on granting NTFS sec
219. ols User Guide for Cisco Unified Software Release 2 1 1 251 Chapter 15 Starting and Stopping Support Tools Server Node Processes How to Enable Disable the STPA Process 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 stopped users can login to the Support Tools Dashboard but cannot execute any utilities therein When they attempt to do so they receive an Unable to Access Back end Appserver error Note Under normal conditions it should rarely be necessary to restart the Appserver service this service starts automatically following installation and upon reboot It also restarts automatically following a shutdown for example due to a crash To stop or start the Support Tools Server Step 1 On the target machine open the Windows Services dialog Step 2 Select the Cisco CCBU Support Tools Appserver service Step 3 Right click on the service and as appropriate select Stop or Restart 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 cannot be managed through Support Tools Note Under normal conditions it should rarely be necessary to restart the Node Agent service this service starts
220. on Example quit q Ends the program gt quit 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 Command Option Description gt Ictool Invokes the Log Collection utility gt ccolreq my_collection_name Initiates a request for a new collection and specifies the collection name gt alg log_group_1 Adds a log group from the application server s Repository to the request gt alg log_group_2 Adds a second log group to the request Each group must be added on a separate line gt Icdesc my_collection_description Optionally creates a description of the request gt range start_date 09 01 2006 start_time 00 00 end_date 09 01 2006 end_time 00 00 Specifies the date time range for logs to collect start_date start_time end_date and end_time are all required Date format is mm dd yyyy Time format is hh mm Optionally you can specify all in place of specific dates times gt bin on Optionally specifies that binary data should be included in the logs If not specified defaults to Off Note Applies to ICM products only CCM CMB CEM and CCS are not affected by this option gt merge on Optionally specifies that logs should be merged If not specified defaults to Off gt submit Submits the request T
221. on page 58 About Installing Support Tools Installing Support Tools consists of 1 Installing the Support Tools Server to a central server with access to your ICM system Optionally you can install the Support Tools Server on multiple servers to provide multiple access paths Note however that data is not shared between these separate installations Note The Node is automatically included in the Support Tools Server installation a separate installation of the node on this machine is not required 2 Installing the Support Tools Node on each ICM or related Cisco Product to be managed from the Support Tools Dashboard Support Tools Installation Tasks To install Support Tools follow the sequence of steps in the checklist below Each of these steps is described in greater detail in following sections Review this list before proceeding with the installation Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 49 Chapter 7 Installing Support Tools About Installing Support Tools Note Before proceeding with installation also be sure to review the Support Tools Release Notes for any updates pertaining to Support Tools installation The Release Notes are available at the top level of the Support Tools CD and at http www cisco com Warning In some instances the Support Tools Server and Node installation may require a reboot to complete For this reason you should perform the installation during
222. on website requires a Cisco com user ID and password If you have a valid service contract but do not have a user ID or password you can register at this URL http tools cisco com RPF register register do Note Use the Cisco Product Identification CPI tool to locate your product serial number before submitting a web or phone request for service You can access the CPI tool from the Cisco Technical Support amp Documentation website by clicking the Tools amp Resources Tools Choose Cisco Product Identification Tool from the Alphabetical Index drop down list or click the Cisco Product Identification Tool RMAs The CPI tool offers three search options by product ID or model name by tree view or for certain products by copying and pastingshow Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 6 Preface Obtaining Technical Assistance command output Search results show an illustration of your product with the serial number label location highlighted Locate the serial number label on your product and record the information before placing a service call Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information After you describe your situation the TAC Service Request Tool provides recommended solutions If y
223. on_request Discards and closes the current collection request without gt discard discard exiting the Log Collection utility list_logs Islc List information including status of all log collections in gt 1s1e the application server s Repository view_collection view Displays detailed information of a specified log collection gt view lt collection_name gt remove_log rmlc Deletes log collection from the application server s Repository gt rem lt collection_name gt rename_log ren Renames a log collection in the application server s Repository gt ren lt old_collection_name gt lt new_collection_name gt Note Maximum length for name is 32 characters download_log download filename index Downloads a specified log file from the application server s Repository to a local drive download xml Note This command is not used with the Log Collection utility read_file read Directs command input to another input file For example you can direct input to run a batch file that contains a series of commands executable by this utility gt read lt filename gt silent Note This command is not used with the Log Collection utility Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 149 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Collection Utility from a Command Line Command Descripti
224. ools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the strings command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using PathPing Command Line Options pathping n h maximum_hops g host list p period q num_queries w timeout t R r target_name Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 223 Chapter 14 Using 3rd Party Common Tools Ping Ping 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 connectivity to each hop with Layer 2 priority tags R Test if each hop is RSVP aware Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the Ping utility to verify IP level connectivity When troubleshooting you can use Ping t
225. option Examples logman create counter perf_log c Processor _Total Processor Time logman create trace trace_log nb 16 256 bs 64 o c logfile logman start perf_log logman update perf_log si 10 f csv v mmddhhmm logman update trace_log p Windows Kernel Trace disk net Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Queries or displays open files Also queries displays or disconnects files opened by network users Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Extracts performance counters from performance counter logs into other formats such as text TSV for tab delimited text text CSV for comma delimited text binary BIN or SQL Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 240 Chapter 14 Using 3rd Party Common Tools Relog Relog creates new performance logs from data in existing performance logs by changing the sampling rate and or converting the file format Supports all performance log formats including Windows compressed logs To Access Relog from the Dashboard Step 1 Step 2 Step 3 Step 4
226. or incorrect values on a system You can copy key values from one system to another or from a file to the current system Note that you cannot copy values between files or from a system to a file Warning Incorrect modification of registry settings can have serious consequences Do not change ICM registry settings unless it is absolutely necessary and you are fully aware of the ramifications It is strongly advised that you first save a registry comparison to a file before making changes To copy registry key values With a comparison displayed navigate the registry tree to the key whose value you want to copy 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 button Note For an explanation of key value color coding see Understanding the Compare Registries Display above Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 101 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Registry Compare Screen Step 3 Step 4 Step 5 Step 6 Click the appropriate Copy button Copy 1 gt 2 or Copy 2 gt 1 to indicate the direction in which the value should be copied If you are comparing a system to a file you can only copy to the system Continue selecting additional values as desired Values selected for copying are l
227. ort Tools You upgrade support tools simply by running the appropriate Support Tools 2 1 1 installer Server or Node on a machine with an existing Support Tools Server or Node The Support Tools Repository remains intact and saves the files from your previous version of support tools You can optionally upgrade from a Node to a Server The installation program asks you if you are sure that you want to follow one of these upgrade methods so that you do not mistakenly upgrade a Node to a Server or a Server to a Node Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 68 Part 4 The Support Tools Dashboard Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 69 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 70 Chapter 10 Using the Support Tools Dashboard The Support Tools Dashboard is a browser based interface that allows you to access and use all Support Tools utilities through a single interface The Dashboard integrates access to all Cisco Unified software components where the Support Tools Node has been installed eliminating the need to manually connect to each remote system Figure 2 Support Tools Dashboard 3 Support Toots Dashboard Microsoft tr File Edt Wew Favorites STs O O AG Paw frr Sue O S DM Wa Address https 10 85 190 52 6159 aroot det ak serviceabityjnavigationjirdex io Cisco Systems Suppo
228. ort Tools Server Access to utilities in the Support Tools suite is through a browser based interface the Support Tools Dashboard installed on the Support Tools Server Levels of security control both access to the Dashboard and the ability to use specific tools once logged in In low bandwidth conditions for example via dial up access or when Web browsing is otherwise impractical many Support Tools utilities can also be accessed and run via command line Key Features The Support Tools suite includes the standard diagnostic tools delivered with many Cisco Unified products It also provides key new functionality including the ability to e Interrogate individual Support Tools nodes for their hardware OS Cisco component third party product information and application specific data or files e View stop and start services running on Support Tools nodes e View and terminate processes running on Support Tools nodes e Compare and synchronize registry settings from different Support Tools nodes e Pull logs from many Support Tools nodes including the following ICM call routers Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 21 Chapter 3 About Cisco Support Tools About Support Tools Components Key Features ICM Loggers ICM Peripheral Gateways PGs ICM Admin Workstations AWs CTI Object Server CTIOS Cisco Collaboration Server CCS Cisco Unified Contact Cente
229. ort Tools User Guide for Cisco Unified Software Release 2 1 1 Specifies that the local system s registry settings for customer instance_1 be compared 142 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Groups Utility from a Command Line Command Option Description If a specific instance in not specified the compare command automatically returns registry values for the first customer instance it finds on each system Note that in some cases these may not be identical instances gt Save Optionally saves the data returned to a regcompare file in the application server s Repository If no file name is specified output is saved to a file named Registry lt host_name gt lt timestamp gt xml Optionally you can include an argument that specifies a file name The following table shows a sample of copying a registry key value from on system to another Prior to running this command you must first perform a registry comparison as shown in the previous example Table 10 Example Copying Key Values from one Registry to Another Command Option Description gt apply HKEY_LOCAL_MACHINE SOFTWARE Cisco HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Systems Inc CCBU Support Inc CCBU Support Tools Tools SysQuery should be copied Tools Tools SysQuery ProgID sre2diff from the target system to the system specified in the Compare Specifies that the va
230. ort Tools Utilities List Tool Name Description Installed On Dashboard No Dashboard Privileged or Users Command Line Only Access Is Use to view directory listings Equivalent of All Support Tools the DOS dir command nodes mv Use to move files and directories Equivalent All Support Tools X of the DOS move or rename command nodes NBTStat Use to troubleshoot NetBIOS name resolution All Support Tools problems nodes Net Session Use to view information about all current All Support Tools client sessions with the current system nodes NetStat Use to view network information for the All Support Tools current system including protocol statistics nodes and current TCP IP network connections Net Statistics Use to view statistics for the local Server All Support Tools Server service nodes Net Statistics Use to view statistics for the local Workstation All Support Tools Works service nodes NSLookup Use to get the IP address and fully qualified All Support Tools DNS of the current system s DNS name server nodes PathPing A route tracing tool that combines features of All Support Tools the ping and tracert commands with additional nodes information ping Low level connectivity test Use to verify All Support Tools end to end TCP IP network infrastructure nodes pstat Use to list all NT or Win2K processes their All Support Tools process ID PID memory and cpu utilization n
231. ou suspect these states have changed since you first connected to the system click the Refresh button to refresh the list To Stop or Start a Service To stop or start a service on the current system Step 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 services Critical services are those that your company has designated as essential to the health of the current system For these services the Select Stop check box is disabled Step 2 Click the Start Stop Services button A confirmation screen displays listing the services selected for an action Step 3 Click the Start Stop Services button Note e Prior to stopping a service you should be aware of the significance of stopping it including any dependant services that may be affected Note that the Cisco CCBU Support Tools Node Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 105 Chapter 11 Using Support Tools Utilities from the Dashboard Trace and Log Agent Service is required for the Support Tools Server to maintain a connection with the current system Stopping this service will terminate your connection e The Services screen will not allow you to stop services with peer or child dependencies while those dependencies are running If you attempt to stop such a service the Dashboard returns a message alerting you that dependencies exist T
232. our issue is not resolved using the recommended resources your service request is assigned to a Cisco TAC engineer The TAC Service Request Tool is located at this URL http www cisco com techsupport servicerequest For S1 or S2 service requests or if you do not have Internet access contact the Cisco TAC by telephone S1 or S2 service requests are those in which your production network is down or severely degraded Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone use one of the following numbers e Asia Pacific 61 2 8446 7411 Australia 1 800 805 227 e EMEA 32 2 704 55 55 e USA 1 800 553 2447 For a complete list of Cisco TAC contacts go to this URL http www cisco com techsupport contacts Definitions of Service Request Severity To ensure that all service requests are reported in a standard format Cisco has established severity definitions Severity 1 S1 Your network is down or there is a critical impact to your business operations You and Cisco will commit all necessary resources around the clock to resolve the situation Severity 2 S2 Operation of an existing network is severely degraded or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products You and Cisco will commit full time resources during normal business hours to resolve
233. ous virus scanning could result in a negative impact on performance If this performance degradation is not acceptable then you can restrict continuous virus scanning in the Repository directory and its subdirectories to known file types only which should omit log and txt files from scanning If performance degradation persists then e Exclude the Repository directory and its subdirectories from continuous virus scans run on the Support Tools Server and Node machines Instead limit scans on these directories to a nightly basis e After disabling virus scanning for the Repository directory and its subdirectories use NTFS directory security to limit full access to these directories to administrators NT Authority System NT Authority Service and any other distinguished users that require direct access to these directories Warning Steps A and B above should be used in concert with each other that is do not disable continuous virus scanning without also implementing NTFS directory security on the affected directories The default location of the Support Tools Repository on both the server and node is lt support_tools_root gt Repository How to Modify Processes and Services Listed in 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 Processes and Services utility Cisco Sup
234. p name by running the Support Tools Server configuration Creating Local Accounts on the Support Tools Server To ensure you have local access to the Support Tools Dashboard in situations when network authentication is unavailable for example due to a downed network or authentication server it is a good idea to create one or more local user accounts on the Support Tools Server To ensure full access to all utilities these local accounts should be made members of a local user group named identically to your Support Tools privileged user group When logging into the Dashboard using a local account enter lt hostname gt lt Windows_username gt as your username for example my_server my_username How to Create the Distinguished User Account The Support Tools Server installs the Cisco CCBU Support Tools HTTP Server Tomcat which runs as a service This service must run as a distinguished user To do this 1 Prior to installing the Support Tools Server create the Distinguished User account as described below 2 After installing the Support Tools Server assign the Distinguished User the requisite directory privileges as described below Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 53 Chapter 7 Installing Support Tools How to Create the Distinguished User Account How to Create the Distinguished User Account Before installing the Support Tools Server on the machine on which the Support To
235. p up dialog appears providing a link to download the file Right Click the link to download link and choose Save as to download the file typically a zip file Save the file to your local system Click Close in the pop up dialog box to close the window How to Use the History Screens Use the History screens to work with Support Tools files previously saved to the Support Tools Repository You can Set an Expiration Date Download View Rename and Delete Saved files You can access the following saved file types through the screen e System Interrogate files e Registry files e Registry Comparison files e Process files e Services files To open the Files screen from the Dashboard menu select Support Tools gt lt mode gt gt lt tool gt gt Files The Files screen automatically displays all of the files of that type currently stored in the Repository Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 95 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the History Screens Note This utility is available to privileged users only It will not appear on the Dashboard menu for non privileged users with the following exception non privileged users can view System Interrogate files To Set an Expiration Date for History Files Step 1 Step 2 To View a Saved File Step 1 Step 2 Step 3 All history files are automatically assigned an expiration
236. pare Note This utility is available to privileged users only It will not appear on the Dashboard menu for non privileged users Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 98 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Registry Compare Screen To Compare the Current System to Another Step 1 Step 2 Step 3 Step 4 Step 5 To compare registry settings from the current system to those of another system Select the Compare to Another System radio button Optionally select Show differences only If selected only differences between the two registries are displayed Click the Compare Registries button The systems list displays showing all nodes defined in Support Tools Highlight the system you want to use Click the Compare Registries button To Compare the Current System to a Saved Registry File Step 1 Step 2 Step 3 Step 4 Step 5 To compare registry settings from the current system to those of a registry file previously saved in the Support Tools Repository Select the Compare to Saved Registry File radio button Optionally select Show differences only If selected only differences between the two registries is displayed Click the Compare Registries button A list of registry files saved in the Repository displays Select the file you want to compare to Click the Registry Compare to File button To Compare T
237. pctest my_customer_instance pgla To list available commands type help or from the OPCTest command prompt Some of the OPCTest commands such as List_Agents and List_Trunk_Group require one or more additional command line switches Type command name to obtain the proper syntax Syntax opctest f InputFile system SystemName cust Customer node ICMNode pipe OutputPipe debug stop help Parameter Descriptions agent_trace Controls agent tracing in the router call_control call Controls various kinds access to OPC calls Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 174 Chapter 13 Using Cisco Common Tools How to Use the OPCTest Utility checksum check Requests router to do a checksum debug_control debug Controls various kinds of debugging output from opc dump Requests opc to do a internal state dump to a file dump_agent da Dump contents of Agent within OPC dump_call dc Dump OPCs call states dump_hash dh Display OPCs internal hash statistics dump_struct ds Requests OPC to dump a structure dump_tpservices dtps Dump Third Party Service Data object echo Controls echoing of command lines error_stop Controls setting of stop on error flag exit_opc exitopc Sends an message telling the OPC to exit expression expr Gives the router an expression to evaluate help Displays this help list_agents la Display OPCs AgentStates for specified Group
238. periencing the problem Use the IPConfig all command to get host computer configuration information including the IP address subnet mask and default gateway When you use the IPConfig command with the all option a detailed configuration report is produced for all interfaces including any configured serial ports Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode ISQL is an application used to query and update Microsoft SQL Server databases Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 213 Chapter 14 Using 3rd Party Common Tools ISOL To Access ISOL from the Dashboard Step 1 Step 2 Step 3 Step 4 To run ISQL from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 214 Cha
239. ple A skill group is a collection of agents who share similar skills e For emphasis Example Do not use the numerical naming convention e A syntax value that the user must replace Example IF condition true value false value e A book title Example See the Cisco CRS Installation Guide window font Window font such as Courier is used for the following e Text as it appears in code or that the window displays Example lt htm1 gt lt title gt Cisco Systems Inc lt title gt lt html gt lt gt Angle brackets are used to indicate the following e For arguments where the context does not allow italic such as ASCII output e A character string that the user enters but that does not appear on the window such as a password Obtaining Documentation Cisco com Cisco documentation and additional literature are available on Cisco com Cisco also provides several ways to obtain technical assistance and other technical resources These sections explain how to obtain technical information from Cisco Systems You can access the most current Cisco documentation at this URL http www cisco com techsupport You can access the Cisco website at this URL Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 3 Preface Documentation Feedback http www cisco com You can access international Cisco websites at this URL http www cisco com public countries_lan
240. port Tools User Guide for Cisco Unified Software Release 2 1 1 63 Chapter 8 Configuring Support Tools How to Disable Continuous Virus Scan for the Repository Step 1 For each process or service defined therein the file includes The name of the process or service e Whether the process is known unknown or critical e Explanatory text about the process Out of the box the process information list includes information on the following processes e All Cisco processes are identified as Known e Certain critical Microsoft OS related processes are identified as Critical e Certain SQL and common Microsoft processes are identified as Known As desired you can modify the process information list to add new information about processes or services For example if you are running a virus checker you may want to tag it as critical Note e Services are listed only if they have a known name The known name is derived from the exe file name of the service For example the process named tomcat exe is also the service Cisco Support Tools HTTP Service Prior to making additions or modifications of a service be sure to correlate the exe file name of the service with the service name e Do not modify systemlist xm1 file Changes to this file are not supported by Cisco Use a text editor to open processinfo xml located on the Support Tools Server at lt support_tools_root gt repository system files Note Only the pro
241. port Tools User Guide for Cisco Unified Software Release 2 1 1 75 Chapter 10 Using the Support Tools Dashboard How to Use the System Management Screen Step 2 Note that entries are not validated for correctness Click the Add System Button To Automatically Add CVP and Support Tools Server Nodes Step 1 Step 2 Step 3 Step 4 Once you have added a CVP 4 x node or a Support Tools Server 2 1 node you can automatically add all nodes defined on their system lists to the current Support Tools Server s system list Add at least one CVP node and or Support Tools Server node following the process described in To Add a Node to the System List In the System Management box select the node you added Check the Add Systems List from Tested Systems check box Click the Test Connection button Any new nodes are automatically added to the system list To Test the Connection to a Node Step 1 Step 2 Testing the connection tests the connection between the Support Tools Server and one or more nodes In the System Management box highlight the Support Tools node s that you want to test Click the Test Connection button If the system you attempt to test is not available an error message displays Check that the node s DNS or IP address was entered correctly in the system list the network connection to the node is active the Support Tools Node Agent Service is installed and running on the node To Del
242. pter 14 Using 3rd Party Common Tools Using ISOL ISQL uses the following options e U login id e P password e S server H hostname e E trusted connection e d use database name e 1l login timeout e t query timeout e h headers e s colseparator w columnwidth e a packetsize e e echo input e x max text size e L list servers e c cmdend e q cmdline query e Q cmdline query and exit e n remove numbering e m errorlevel e r msgs to stderr e I inputfile e o outputfile e p print statistics ISOL Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 215 Chapter 14 Using 3rd Party Common Tools ISOLW ISOLW Accessing ISOL W Step 1 Step 2 Step 3 Step 4 e b On error batch abort e O use Old ISQL behavior disables the following lt EOF gt batch processing Auto console width scaling Wide messages default errorlevel is 1 vs 1 e show syntax summary this screen Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the ISQL W utility to query and update Microsoft SQL Server databases ISQL W is a Microsoft external GUI application present on systems with Microsoft SQL Server installed It cannot be run from within the Support Tools dashboard To access ISQL W On the Wi
243. puter and its operating system including operating system configuration security information product ID and hardware properties such as RAM disk space and network cards Windows 2003 Windows XP Taskkill Ends one or more tasks or processes Processes can be killed by process ID or image name Windows 2003 Windows XP TasklistTable Displays a list of applications and services with their Process ID PID for all tasks running on either a local or a remote computer Windows 2003 Windows XP Tasklist Displays a list of applications and services with their Process ID PID for all tasks running on either a local or a remote computer Windows 2003 Windows XP TasklistCSV Displays a list of applications and services with their Process ID PID for all tasks running on either a local or a remote computer Windows 2003 Windows XP Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 197 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 198 Arp a cat Chapter 14 Using 3rd Party Common Tools Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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
244. r 202 TRS PI CP fromthe ES Ga seisseen eaer eeren EERE eect 202 Using CF Command Line Opioaren kania anioia ani EaR AEA ERPE 202 E AE E AN E E N ey TE Ee rer ENE Fever A A TE ET E E EEEE E se vee terse 203 Te Actess DF irom the Desa sssincsninntriciaancen ehciacenitvnsinatanidaea canes a a R 203 Umo DF Command Lie ODIOS erteni e creesnens Mr geet nennrrsnens Sopetey Omen erste erent 204 a E A IA AE E E EA AA EEA E E E AEE EE EEEE EE 204 To Access Dif fromthe CN ics cc cei eeii E e aa ee EEE 204 Using Diii Command Line Opio senissnersenisinnkene ean AER EEEO 205 a O E E A E EE E A N E E AEE A AA A E dsucenemeunauies 206 ToActess DU rom me Dashbodi doria E ANARE E 206 Using DU Command Line ODUONS sssini ei aei aE i EE EEEE 206 HUGE A E E E E E E T E E E E 207 To eee ara Mom mie Dashboard socrii eee ee eee 207 Using FGrep Command Line CG isis sa east ath ncasa cciane cian de radians sibsinriediaieitelndatasianleiedsansciseiciinien 207 il so eaneeteetee neon oR ere caer er neler rere soe a Peeny SES NT See a ene ee ere ee 208 Ta Actess Findsir trom the Dashboards iccicissiasiacsasioas lari iecieiaiciansanviansiaouiameemionsamlenaiaie 208 Usmg Findet Command Line OPON sessiressremae reeniro pa eare ea aieeaii 209 e itary E E E T E E AA E E A E E 210 To Access Grep from the AS EN aes sce coast ssi et cade twice enc ieee 210 Using Grep Commana Line Options saci insisasatenntsiassneceaiansiiesdicenspiadeiesiatdnaniieimaiubediinaecreciauieii
245. r Current will automatically check settings for that section based on predefined values Mousing over any of the setting check boxes may display a pop up help box that describes the setting Note The Current setting does not always display the actual current trace settings on the server Click Finish when you have completed making your trace setting selections A confirmation page displays notifying you that the trace group has been created Click OK to return to the Create Trace Group Screen How to Use the Trace Groups Screen The Trace Groups Screen History Trace groups allows you to View a trace group s settings Edit the trace group s settings Rename or delete the trace group or refresh the list of trace groups Viewing a Trace Group s Settings Step 1 Step 2 To view a Trace Group s Settings From the History Trace Group screen check the Select box next to the Trace Group whose settings you want to view Click View Settings Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 113 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Trace Groups Screen Selected settings for this Trace group Appear The settings show the values currently set on the node These settings are not the ones set for the Trace group To view the values set in the trace group use the View File command Viewing a Trace Group s File Step 1 Step 2 Step 3 Editi
246. r Express CRS Cisco Unified IP TVR CRS Cisco Agent Desktop CAD Cisco Security Agent CSA Customer Voice Portal CVP Cisco Email Manager CEM Cisco Media Blender CMB Cisco CallManager CCM e Create enhanced time synchronized merged logs across different servers e Set trace levels trace levels on different applications for a duration of time then collect logs against that application e Runa majority of the tools in either Interactive Mode where one system is immediately selected and queried or Batch Mode where several systems can be scheduled to be queried at some point in the future About Support Tools Components Support Tools uses a client server architecture to support remote systems running Cisco Unified application software The architecture is comprised of the Support Tools Server and the Support Tools Node The server and node connect using TCP IP and can exchange large volumes of messages with only a minimal impact to system performance Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 22 Chapter 3 About Cisco Support Tools About Support Tools Network Topology 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 The Support Tools Server can be installed on multiple systems to provide multiple access pat
247. r details on scheduling this tool to run in batch mode see Using Batch Mode To Access Procmon from the Dashboard Step 1 Step 2 Step 3 Step 4 To run Procmon from the Support Tools Dashboard Use the System Select screen to select the system you want to work with From the Dashboard menu select Cisco Common Tools gt Procmon In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the opctest command is already implied Do not enter it in the Arguments field If desired in the Commands field enter or paste from a batch file a group of commands to run in batch mode When you do this e Separate individual commands by a new line Do not enter input flags Do not enter an input file name in the arguments field Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 177 Chapter 13 Using Cisco Common Tools How to Use the Procmon Utility Step 5 Step 6 Step 7 Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access Procmon from a Command Line on a Node Using Procmon From a command line on an ICM PG or Call Router you can access Procmon from any location on t
248. race from a Command Line on a Node From a command line on an ICM MerPim PG access MPTrace from the merpimcap directory located at lt icm_root gt lt customer instance gt lt pg gt For example c icm my_customer_instance pgla merpincap gt mptrace Using MPTrace Command Line Options The mptrace command places two text files in the mptrace directory e The pim1_summary file is a playback of the ACD configuration and includes information on unconfigured Position IDs and CDNs as well as Meridian Link misconfigurations e The pim1_trace file is the complete dialog of what the ACD is seeing during this capture Note The pim1_summary and pim1_trace files are overwritten every time MPTrace is used When adding new configurations to the ACD old cap files from the merpimcap directory should be deleted so that you can see fresh results after new cap files are written The cap files are the raw binary files that are written from the ACD to the merpimcap directory When an MPTrace is run these binary cap files are converted into two text files If there are old files in the directory then the playback of the configuration includes old data that may have already been addressed and fixed Syntax MPTrace ProcessName s if InputFile tf TraceOutputFile s SummaryOutputFile bd BeginDate mm dd yyyy bt BeginTime hh mm ss ed EndDate mm dd yyyy et EndTime hh mm ss hr HoursBack all last prev bin
249. re Release 2 1 1 36 Chapter 4 About Support Tools Utilities Non Dashboard Utilities Non Dashboard Utilities Certain ICM and third party utilities are only available for use through their own GUI they have no command line access This also precludes the ability to launch and run these utilities from the Support Tools Dashboard Note that while these utilities are listed on the Dashboard menu they cannot in fact be run from there These utilities include e icmdba e isql w e rtrtrace e sqlew e ss7nictrace winmsd Command Line vs GUI Access For users who prefer command lines to GUIs many Support Tools utilities can also be run from an independent command line For more information see the instructions for individual utilities Also note that certain utilities see Non Dashboard Utilities above have no command line access Additionally trace does not have a command line utility Some interrogate features are not supported via the command line interface specifically the ability to download captured files Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 37 Chapter 4 About Support Tools Utilities Command Line vs GUI Access Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 38 Chapter 5 Interactive Mode vs Batch Mode Support Tools supports two primary modes of operation Interactive Mode which is the standard mode to use when quer
250. re are basically two ways you can gather this data based on which file format you choose to use above Copying Files Using Roilog txt If you have opened and created a log file using the method for roilog txt upon closing the log file you have a copy of the log on your local drive The file will be located in the directory from which you began your NICROI session Unless you have specified a download directory using the xdir c lt path name gt command then the file is created and written onto your local drive at the location from which you started your NICROI session Copying Files Using Niclog xxx 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 lt path Name gt command then the file is transferred to the Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 170 Chapter 13 Using Cisco Common Tools How to Use the NMStart Utility directory from which you started your NICROI session The following two sections are examples of these download commands Setting the Download Directory Transferring Files The xdir d support command allows you to set your download directory so all roilog txt files created are automatically transferred to that directory as well as any niclog xxx files downloaded using the nmg roi transfer comman
251. re can be slight drift in time Used in conjunction with a properly configured SNTP server each Support Tools node tracks deviation between the system clock and the network standard clock That difference is used to adjust each log entry Since time is adjusted in increments of 8 minutes minor millisecond differences can occur e Within a merged log event ordering can be altered by OS pre emotion Within the same system processes are pre empted by the OS It is possible for ordering in the log to be affected by OS preemption e A Merged Log Collection must span a time greater than the time server sample interval across all included nodes to be collected Log entries in merged logs are prefaced by the following identifiers Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 118 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Collect Logs Screen Batch Mode Table 4 Viewing Entries in Merged Logs ICM Log Entries ICM lt host_name gt lt customer_instance gt lt ICM_node gt lt process gt lt utc date time gt lt local date time gt CCM Log Entries CCM lt host_name gt lt CCM_node gt lt utc date time gt lt local date time gt CCS CEM and CMB Log Entries lt product gt lt host_name gt lt utc date time gt lt local date time gt For example an ICM log entry might be prefaced by ICM my_logger instance_1 logger_
252. refaced by SRC instance Used in conjunction with the compare command specifies the gt compare systems lt 2nd customer instance whose registry values will be compared system gt instance lt instance_name gt If not specified the List command automatically returns registry values for the first customer instance it finds on each compared system apply Copies a registry value from one registry to another or froma gt apply lt keyname gt lt value gt file to a registry using values from the last compare command srce2diff sre2diff result OR diff2sre Use the src2diff and diff2src arguments to specify which direction the value should be copied gt apply lt keyname gt lt value gt diff2srce Note that you can only copy values to a registry you cannot copy a value to a file save Saves the latest compare command results to a registry file in the gt save application server s Repository OR Saved output is stored as XML formatted text Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 gt save lt filename gt 141 Chapter 12 Using Cisco Tools from a Command Line How to Use the Compare Registries Utility from a Command Line Command Description Example If no file name is specified output is saved to a file named RegCompare lt host_name gt lt timestamp gt xml Optionally you can include an argument that specifies a file name files Displays
253. res 21 logging in 72 network topology 23 ports 17 troubleshooting 266 uninstalling 67 Upgrading 68 Support Tools Node About 23 installing 57 Support Tools Server About 23 installing 54 starting stopping restarting 252 Utility Lists 28 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 Index 273
254. rformance counter and event trace log collections on local and remote systems To Access Logman from the Dashboard To run Logman from the Support Tools Dashboard Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 237 Chapter 14 Using 3rd Party Common Tools Logman Step 1 Step 2 Step 3 Step 4 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 in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Logman Command Line options logman VERB lt collection_name gt The command line options forLogman are Verbs create lt counterltrace gt Create a new collection start Start an existing collection and set the begin time to manual stop Stop an existing collection and set the end time to manual delete Delete an existing collection query collection_namelproviders Query collection properties If no collection_name is given all collections are listed The keyword providers will list all of the registered Event Trace providers update Update an existing collection properties Par
255. ription Queries the description for a service Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 242 Chapter 14 Using 3rd Party Common Tools schtasks Schtasks 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 GetDisplayName Gets the DisplayName for a service GetKeyName Gets the ServiceKeyName for a service EnumDepend Enumerates Service Dependencies The following commands don t require a service name Usage sc lt server gt lt command gt lt option gt boot ok bad Indicates whether the last boot should be saved as the last known good boot configuration Lock Locks the Service Database QueryLock Queries the LockStatus for the SCManager Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Schedules commands and programs to run periodically or at a specific time Adds and removes tasks from the schedule starts and stops tasks on demand and displays and changes scheduled tasks To Access Schtasks from the Dashboard Step 1 Step 2 To run Relog from the Support Tools Dashboard In the Arguments field enter desired arguments as descri
256. rse cc tetseceencsseiedicascirescerhesereecenradee 144 Using the Log Groupe Utility froma Command Lin isciccisisaiuircrsasscrescustintmiansciiermasseesisbincteedaliaeierneun 144 Gieatng a Log Group acceded cede araa a E RESENA 146 How to Use the Log Collection Utility from a Command Line sssssssssseeeesnnnesssrerneerrnnnennnrssrernsserrneee 147 To Run the Log Collection Utility from a Command Li ois soe accesses sacra sacccecrsntcnscasesccceceansciceacunaace 147 Using the Log Collection Utility from a Command Line ss sesssseeeesnnneeorrnnneeennrrsenreserrrnnrrennnrsnereeeee 147 Log Colecton Exampl oi eea e et eens tree hieretieddll 150 Part 6 Using Cisco COMMON OOS ssion 153 Te Usmo Osco COmNaN Ol Eucrnne erian a 157 FOWO USS me CIOker UIN cerne rene eero Seara Ee 157 To Access CACM ar from the Das IO Asai siscisciancaviasssininninraisnasianrasiarnaistininiatiminniniameianeinereiae 157 To Access ClCMan from a Command Line on a NOdG ccceeeeescceeeeeseeeeeeeeeneeeeeeeaaeeeeeesaaaeeeenaas 158 Using CICMan Command line OBIGHS nisiende eiea 158 FOW TO Uce thie gees a 159 To Access CTlTest from the Dea Aan ida cca sas tatrsncanincicaspaacudnlvnecniadseie dey asdahelanined tamannteianduascranimiineds 159 To Access CTITest from a Command Line on a NOde ccccceeeeescceeeeeeeaeeeeeeeneeeeeeeaaeeeeeesaaeeeeenaas 160 Usmo So TTS k Coca CN esaeren EEEIEE EE EA EEE 160 Usmo Cries Opening ie ecreis Me oer anne ee
257. rt Tools Dashboard Support Tools Dashboard Version 2 1 1 on lt myjse Copyright 2002 2006 by Cisco Systems Inc atisto E Processes remt This section contains the following topics e Accessing the Dashboard and Privileges page 72 e Using the Dashboard for the First Time page 72 How to Access the Support Tools Dashboard page 74 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 71 Chapter 10 Using the Support Tools Dashboard Accessing the Dashboard and Privileges e How to Use the System Management Screen page 75 e Using the Select System Screen page 77 e How to End a Dashboard Session page 78 Accessing the Dashboard and Privileges Accessing the Dashboard Dashboard Privileges Users access the Dashboard via a URL http lt hostname_or_ip_address gt lt support_tools_port gt h entered in a browser window Upon connecting users must login by providing their Windows user name and password or the user name and password of a privileged account The Support Tools Dashboard recognizes two categories of users e Privileged users have full access to all Support Tools functionality including tools and commands that can be used to modify system settings registries etc e Regular users have limited access to information gathering functionality only Tools capable of system modification are not available to regular Support Tools users This can be either a l
258. rt Tools Servers Node Version Corp a try ea ese catce sie rec tte cgarcctccnd eecrcerercnrnvescneeereaseaeivensevenienwe tance 17 Support Tools Fort Regiom S vacasinceainrigincinciaisesapiasiariwintisadarni a tarsairasiadteiniininbeaisziadi TAGaeeibIiinRRLRIRE Vt Support Tools HTTP Server Tomcat HTTP and HTTPS Portt c08 PESEN ETT RETER EEEE Ta oupport Pols Listening FOl Ec iascc sk otn ie ine tctpetnaanienagsid oniadabinntneidannianan nieienieden idan eae A 18 Support Tools Dashboard Web Browser Requirerriciits iasve esate recedes civic 18 Part 2 S uppart Tools CVG W osnan aaa 19 SPROUL CESO SUPPO TOOS ariaa ENERE 21 Kor EEUE S aa a Ea a 21 er AE e E P E A E A T EIEE A E E E A T E 22 About Support Tools Components a E T ogee A EEEE E EE The Support Tools SerGleenenssonrei o a E Oa TO E 23 mE Suro TOS DOE e a ee 23 About Support Tools Network Topsa AEA EE A EE S E EDEA T E E EA E EE E E E 23 Frequently Asked Questions eee Seen re eee ee PE eae buen eee eer PEET 24 4 About Support Tools Utilities 0 eee eeeeeeeeeeeeeeeeees coer ore E E actuals amarante EEE Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 i Support Tools Utilities MN cs serie ciacenceeciea san Palastineb puto tessanndeeedilavemdseuncasebenscneb sas EEEE A ESTEET EATEN 27 We TOO a NN NTE A 28 Tace and Log Talb ressiei a a meres eeree rr rnernr en eee 28 PASC Cl LOQOS aian a e ee IHR ee 29 E PAE
259. run against the local system lt options gt localhost Sets the network address of name of the target node to the local gt l1ocalhost host Note By default unless a different system is specified using the system command the local host is assumed to be the target system Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 137 Chapter 12 Using Cisco Tools from a Command Line How to Use the Registry Utility from a Command Line Command Description Example list Displays the ICM Windows Registry setting for the target system gt list Optionally you can include an argument to dump this output to OR a local file Output is stored as XML formatted text gt list lt localfile_path filename gt instance Used in conjunction with the list command specifies the customer gt list instance instance whose registry values will be returned lt instance_name gt If not specified the List command automatically returns registry values for the first customer instance it finds on the target system save Saves the latest list command results to a registry file in the gt save application server s Repository OR Saved output is stored as XML formatted text gt save lt filename gt If no file name is specified output is saved to a file named Registry lt host_name gt lt timestamp gt xml Optionally you can include an argument that specifies a file name files Displays t
260. ry to use the OS provided 8 3 short filename instead 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 and will ignore case differences when looking for a file Display program description Note e Ifthe environment variable LS exists its value is used to establish default options e 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 p option specify p Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the MV utility to move files and directories To Access MV from the Dashboard Step 1 Step 2 Step 3 Step 4 To run MV from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the MV command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using MV Command Line Options mv firv
261. s For example opctest debug Usage debug_control realtime agent halfhour remeter routing skillgroup closedcalls cstaecr cstacer pimmsg ctimsg rcmsg dmpmsg icmsg opcmsg mdsmsg pdmsg inremsg passthru tpmsg physctrlr periph al1l help If you need to troubleshoot a translation route problem try the debug routing command Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 176 Chapter 13 Using Cisco Common Tools How to Use the Procmon Utility Note The noa11 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 forces the process to restart which then forces it to reload the configuration for the Call Router All internal peripheral and agent states are flushed then OPC and PIM re learn the PG and its configuration 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 setting debug trace bits and so on For use with ICM PGs and Call Routers only Note This tool can be used in both Interactive Mode and Batch Mode Fo
262. s and Loggers Not every utility is installed on every node For example CICMan is only present on NAM Call Routers See the table in the next section for more information If you attempt to launch a utility that is not present on the current system the Support Tools Dashboard returns a response identical to the response you would get if you tried to spawn a non present utility from a command prompt Table 15 Cisco Common Tools at a Glance Utility Description Installed On Dashboard External Name Privileged GUI No Users Dashboard or Only Command Line Access cicman Use on a NAM CallRouter to view and set NAM NAM Call Routers to CICM session information ctitest Use for debugging or demonstration in a Cisco ICM CTIOS PGs X CTI environment Can be used in place of an Interactive CTI client application dbdiff Third party Microsoft tool to compare database Nodes on which SQL tables Invoked with the diffconfig bat tool Server is installed Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 153 Utility Description Installed On Dashboard External Name Privileged GUI No Users Dashboard or Only Command Line Access dumpcfg Dump Config ICM audit utility Use to analyze the Loggers but can be ICM Config_Message_Log table Allows you to run from any ICM determine WHO did WHAT WHEN from component WHERE using WHICH progra
263. s and processes you want to pull logs for To open the Create Log Group screen from the Dashboard menu select Batch Mode gt Trace and Log gt Create Log Group To Create a Log Group To create a log group Step 1 Select the Cisco product s whose logs will be collected by this group Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 107 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Create Log Group Screen Step 2 Step 3 Step 4 Step 5 Step 6 You can collect logs for e ICM AWs PGs Call Routers and Loggers e Call Manager e Collaboration Server e E Mail Manager e Media Blender e IPCC Express e Cisco Agent Desktop e Cisco Voice Portal Application Server Voice Browser Alarm Forwarder and Audium logs Log collection for Audium is supported for CVP 4 0 and above only Note Cisco Security Agent CSA Logs cannot be downloaded using this tool They are available as a download option during the interactive mode of System Interrogate Click Next All nodes defined on the Support Tools system list that belong to the selected products are listed Note This list may also include any nodes whose product type is unknown blank The most common reason for an unknown product type is that the node has never been contacted by the Support Tools Server For example it was added to the system list via System Management screen but the connection w
264. s 252 Te How te View Soppor Tools Sis cis iis icscstainehiaranraasnieni inn lanieiiedisenrionslernamianedenienbianelinminans 255 How to View Support Toolsinstall a sss erect vss rceecentnce res ahve serao erae e eE 255 How to View Support Tools Server and STNA Log FileS cecesseeeeeeeeseeeeeeeeeeeeeeeesaaeeeeesseeeeneeneeees 255 How to view STPA Log tS Ege warn Vetter rece ee PEE Sens e aa e E er EA aiaa eer arenes 255 17 IPSec Settings and PN i nasa ace ccd cts ccecis desea eet cece Acco ei 257 How to Examine Your IPSee FOUY icsca cincaianicnsnnieacspaacsie ninmasabimita tid EER 257 ROW TO Yoni Mhe Presna ed Koesno eee ee 258 How to Enable Disable ihe IPSec Pi snis niniin niae iab RA EN 258 How to Correlate the Support Tools Port Against Ports in the IPSec Policy scccceceeesesseeeneeeeeees 258 18 How to Modify the Login Screen IS ce sere cece acerca ete cinteace cece cena 261 19 How to Confirm the Support Tools Build Mier o oo ceca cscs siverecesrcee secemtencenreced cece esieed tewenates 263 20 Support Tools Ug eNotes rn a Pr a iee E E ere 265 Maialaton Ft Giessen can sesimncnrersacostincinn a a a 265 PSA RN ee E balan encore aa 265 uppoo OOE Fala O Me ha R a 265 Support Tools metals DisaDed ac e aa ee AAEE eer 266 Dashboard WGOUBIGEMOGTING czescensscecnierantins indies e eE OOE E ED 266 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 ix Connection PLODIOMS cce
265. s Command Line Only Access Arp a Use to find the media access control address All Support Tools of a host on the same physical network nodes cat Use the CAT utility to display print and All Support Tools X combine files Equivalent of the DOS type nodes command chmod Use to change file permissions Equivalent of All Support Tools X the DOS attrib command nodes cp Equivalent of the DOS copy command All Support Tools X nodes df Use to view disk free information All Support Tools nodes diff Use to compare two text files or two All Support Tools directories nodes du Use to view disk usage information All Support Tools nodes fgrep Use to search for text patterns within a set of All Support Tools files nodes findstr Use to find strings in logs or text files Similar All Support Tools to UNIX s grep command Useful when nodes parsing log files or other text files to find a snippet of text grep Use to search for text patterns within a set of All Support Tools files nodes head Use to view user defined number of lines from All Support Tools the start of a file nodes IPConfig all Use to get host computer configuration All Support Tools information including the IP address subnet nodes mask and default gateway isql w Interactive SQL for Windows Use to query Nodes on which SQL X Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 31 Chapter 4 About Support Tools Utilities Supp
266. s are typically administrators for whom Windows user accounts have been set up on the Support Tools Server machine This allows them to access the Dashboard in scenarios when normal network authentication is unavailable The Support Tools Server fails to connect to the Node Agent Utility Problems Symptom When trying to connect to Node Agents the following message displays Attempt to send command to system ARIPGIA failed The specified host could not be contacted by the service tool System reported The requested name is valid but no data of the requested type was found Message Cause Action 1 Ensure that the Server and Agent services are defined and running 2 Check that the communications port defined is the same on the Server and Agent 3 Check that the IPSEC policy is enabled AND that the IPSEC PSKey is the exact same on the Server and the Node Agent 4 heck that the communication port defined in the registry is the same as is defined in the IPSEC policy Error When Selecting Host Symptom Error returned when attempting to select a specific host as the current system Message Multiple Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 268 Chapter 20Troubleshooting Support Tools Troubleshooting Utilities Missing Utility Problems Cause Possible Causes The machine or LAN connection to that machine is down e Machine is identified incorrectly in Support Tools
267. s with their Process ID PID for all tasks running on either a local or a remote computer Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays a list of applications and services with their Process ID PID for all tasks running on either a local or a remote computer Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays a list of applications and services with their Process ID PID for all tasks running on either a local or a remote computer Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 247 Chapter 14 Using 3rd Party Common Tools TasklistCSV Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 248 Part 8 Reference Cisco Support Tools User Guide for Cisco Unified
268. ss Which from the Dashboard Step 1 To run Which from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 233 Chapter 14 Using 3rd Party Common Tools Winmsd Step 2 Step 3 Step 4 Note When entering arguments the which command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using Which Command Line Options Winmsd which a p lt environment variable gt filel Which will print the full pathname of the first occurrence of a file found in the current directory or along a given path The default path is the value of the environment variable PATH If the filename does not have an extension which will print the first occurrence of lt file gt com lt file gt exe lt file gt bat or lt file gt cmd in that order unless the environment variable PATHEXT is set in which case its list of extensions is used 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 on
269. st of security advisories and notices for Cisco products is available at this URL http www cisco com go psirt To see security advisories security notices and security responses as they are updated in real time you can subscribe to the Product Security Incident Response Team Really Simple Syndication PSIRT RSS feed Information about how to subscribe to the PSIRT RSS feed is found at this URL http www cisco com en US products products_psirt rss_feed html Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products We test our products internally before we release them and we strive to correct all vulnerabilities quickly If you think that you might have identified a vulnerability in a Cisco product contact PSIRT For Emergencies only security alert cisco com An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported All other conditions are considered nonemergencies e For Nonemergencies psirt cisco com Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 5 Preface Obtaining Technical Assistance In an emergency you can also reach PSIRT by telephone e 1877 228 7302 e 1408 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
270. stem lt options gt localhost Sets the network address of name of the target node to the local gt localhost host Note By default unless a different system is specified using the system command the local host is assumed to be the target system Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 140 Chapter 12 Using Cisco Tools from a Command Line How to Use the Compare Registries Utility from a Command Line Command Description Example compare comp Compares the contents of two registries and displays the result gt compare systems lt 2nd system gt systems You can compare OR files The current system to a different system gt compare file system2file e Two registry files in the Repository lt reg_file_1 gt lt reg_file_2 gt The current system to a registry file in the Repository OR e Any of the above but only view the differences between the gt compare system2file two commands lt reg_file gt Optionally you can include an argument to dump this output to To see only differences between a local file Output is stored as XML formatted text the two registries use diffonly at the end of the command When viewing results e Values whose data are identical in both systems are prefaced by Common Value e Values whose data are unique to the current system are prefaced by SRC e Values whose data are unique to the current system are p
271. sts security The Support Tools Node uses a client policy that requires security The filter does not monitor one to one connections Instead the filter monitors all incoming IP traffic that uses the default Support Tools TCP Port 39100 The Support Tools Server by requesting but not requiring IPSEC from each Node does not deny traffic from a Node that is unable to use IPSEC Support Tools uses the ESP protocol Encapsulating Security Payload for authentication but does not use encryption ESP is used to authenticate instead of the AH protocol Authentication Header for the ability to support NAT Support Tools uses SHA1 for the integrity algorithm in ESP The policy uses preshared keys Automated IPSec Implementation On Windows 2003 Server machines Support Tools gives you the option of using an automated implementation of IPSec Support Tools implements IPSec as follows e You specify the IPSec preshared authentication key to use during Support Tools Server and Node installation Keys are case sensitive and limited to 256 characters Any character except single and double quotation marks back slash and pipe can be used Note For Cisco Unified products that include a bundled install of the Support Tools Node e g CVP 4 0 leaving the IP Shared Key value unspecified during installation may cause Support Tools to install disabled When this occurs to enable the node you must manually start the Node Agent Service on the target ma
272. t Ready signifies that the log can be downloaded In progress signifies that the log collection has not completed Failed indicates that there was an error and the log collection attempt failed To Download Collected Logs Step 1 Collected logs can only be viewed after downloading to your local machine they cannot be viewed from within Support Tools To download collected logs Check the Select check box for the collection whose logs you want to view You can only download the logs from one collection at a time If necessary before proceeding verify that the collection s status is Ready complete Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 121 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Log Collections Screen Step 2 Step 3 Step 4 Step 5 Click the View button Details of the collection along with the individual log files it contains are displayed If the log collection included a merged log both the individual associated log files and the merged log file are listed Check the Select check box for the logs you want to download If you select individual logs from a merged log collection the merged log will automatically download along with the individual logs you select Click the Download button When prompted choose the Save to Disk option Note Logs download in a single zip file which must be extracted in order to view L
273. t TYPE manner TYPE alertRings N callopt TYPE priority postroute TG N SG N authorize code account code keyword VALUE release periph N callid N devid stack N retrieve_call retrieve periph N callid N devid stack N transfer_call transfer periph N active CALLID DEVID held CALLID DEVID stack ACTIVE HELD blind DN placementTYPE manner TYPE alertRings N callopt TYPE TG N SG N authorize code account code 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 Central Controller For use with nodes on which SQL Server is installed only Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access DBDiff from the Dashboard To run DBDiff from the Support Tools Dashboard Step 1 Use the System Select screen to select the system namely PG you want to work with Step 2 From the Dashboard menu select Cisco Common Tools gt DBDiff Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 163 Chapter 13 Using Cisco Common Tools How to Use the DumpCfg Utility Step 3 Step 4 Step 5 Step 6 In the Arguments field enter
274. t Tools gt Interactive Mode gt Select System Click the Enter System Name radio button and then enter the DNS entry or IP address for that node Check Add To List Of Systems Click Select System The node is displayed as the current system at the top of the screen Note e Ifthe system you attempt to select is not available an error message displays Check that the node s DNS was entered correctly the network connection to the node is active the Support Tools Node Agent Service is installed and running on the node e To add multiple nodes more quickly use the System Management Screen 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 e Sessions will time out when your browser remains open and no activity takes place for extended periods of time e Terminating a session will not terminate any Dashboard processes that may be running for example log collection These will continue to run to completion Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 78 Chapter 10 Using the Support Tools Dashboard How to End a Dashboard Session e The Dashboard does not place a restriction on multiple logons It is not necessary to terminate a session in order to begin a new one Cisco Support Tools User Guide for Cisco Unified Software Release
275. t Tools User Guide for Cisco Unified Software Release 2 1 1 8 Preface Obtaining Additional Publications and Information http www cisco com ipj e Networking products offered by Cisco Systems as well as customer support services can be obtained at this URL http www cisco com en US products index html e Networking Professionals Connection is an interactive website for networking professionals to share questions suggestions and information about networking products and technologies with Cisco experts and other networking professionals Join a discussion at this URL http www cisco com discuss networking e World class networking training is available from Cisco You can view current offerings at this URL http www cisco com en US learning index html Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 9 Preface Obtaining Additional Publications and Information Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 10 Part 1 Support Tools 2 1 1 Features Compatibility and Requirements Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 11 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 12 Chapter 1 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 softw
276. t from the Support Tools Dashboard To run OPCTest Use the System Select screen to select the system you want to work with From the Dashboard menu select Cisco Common Tools gt OPCTest In the Arguments field enter desired arguments as described in the Using section below Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 173 Chapter 13 Using Cisco Common Tools How to Use the OPCTest Utility Step 4 Step 5 Step 6 Step 7 Note When entering arguments the opctest command is already implied Do not enter it in the Arguments field If desired in the Commands field enter or paste from a batch file a group of commands to run in batch mode When you do this e Separate individual commands by a new line Do not enter input flags Do not enter an input file name in the arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access OPCTest from a Command Line on a Node Using OPCTest From a command line on an ICM PG you can access OPCTest from any location on the local physical drive by entering opctest lt customer_instance gt lt node gt For example c gt opctest my_customer_instance pgla d temp gt o
277. t log collection gt rmlg lt log_group_name gt list_log_groups Islg Lists the log groups in the current collection request gt lslg add_request_description Icdesc Optionally sets a description for current log collection gt lcdesc lt description gt set_icm_binary bin on off Optionally sets the icmBinary flag ON or OFF ON causes ICM logs to include binary data If not specified defaults to off gt bin on set_log_range range start_date start_time end_date end_time Cisco Support Tools User Guide for Cisco Uni Specifies the date time range for logs to collect start_date start_time end_date and end_time are all required Date format is mm dd yyyy Time format is hh mm Optionally you can specify all in place of specific dates times ied Software Release 2 1 1 gt range start_date mm dd yyyy start_timehh mm end_date mm dd yyyy end_time hh mm 148 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Collection Utility from a Command Line Command Description Example all set_merge_logs merge off on Optionally set merge flag ON or OFF On causes logs to be merged If not specified defaults to off gt merge on submit_collection_request Submits the current collection request to application server gt submit submit to start the log collection discard_collecti
278. t or specified system s DNS name server To Access NSLookup from the Dashboard Step 1 To run NSLookup from the Support Tools Dashboard enter the IP address or DNS of the system you want to query OR to get DNS name server information for the current system leave the Arguments field blank Note When entering arguments the NetStat command is already implied Do not enter it in the Arguments field Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 222 Chapter 14 Using 3rd Party Common Tools Step 2 Step 3 Step 4 PathPing Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using NSLookup Command Line Options PathPing nslookup ip_address or hostname Example nslookup www cisco com Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 To Access PathPing from the Dashboard Step 1 Step 2 Step 3 Step 4 To run PathPing from the Support T
279. t the local system lt options gt localhost Sets the network address of name of the target node to the local gt localhost host Note By default unless a different system is specified using the system command the local host is assumed to be the target system list Displays information on all processes on the target system gt list For each proccess this command displays OR e proccess Name The process s name gt list lt localfile_path filename gt e PID The process s process ID e Type Critical Known or Unknown as defined in the target system s processinfo xml file e Start if the process is stopped or Stop if the process if started Optionally you can include an argument to dump this output to a local file Output is stored as XML formatted text Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 132 Chapter 12 Using Cisco Tools from a Command Line How to Use the Processes Utility from a Command Line Command Description Example kill Terminates a started process on the target system gt stop lt pid gt lt process_name gt save Saves the latest list command results to a processes file in the gt save application server s Repository OR Saved output is stored as XML formatted text gt save lt filename gt If no file name is specified output is saved to a file named Processes list lt host_name gt lt timestamp gt xml Optionally
280. technical documents by completing the online feedback form that appears with the technical documents on Cisco com You can submit comments about Cisco documentation by using the response card if present behind the front cover of your document or by writing to the following address Cisco Systems Attn Customer Document Ordering 170 West Tasman Drive San Jose CA 95134 9883 We appreciate your comments Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 4 Preface Product Alerts and Field Notices Product Alerts and Field Notices Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices You can register to receive Cisco Product Alerts and Cisco Field Notices by using the Product Alert Tool on Cisco com This tool enables you to create a profile and choose those products for which you want to receive information Access the tool at this URL http tools cisco com Support PAT do ViewMyProfiles do local en Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL http www cisco com en US products products security vulnerability _policy html From this site you will find information about how to e Report security vulnerabilities in Cisco products e Obtain assistance with security incidents that involve Cisco products e Register to receive security information from Cisco A current li
281. terrogate gt system logger_a gt query gt quit Note The trace and Log utilities are only available in batch mode they cannot be used in command line or interactive mode Selecting a System to Use When run from a command line unless otherwise specified Web Tools assume that the local machine is both A The application server the machine from which the utility should be run and B The target system the machine to be queried by the utility For example to run the System Interrogate utility on the local machine and to target its query at that same machine enter gt interrogate query Selecting a Different Application Server If desired you can specify a different machine other than the local one from which to run a utility For example to run the System Interrogate utility from a machine named logger_a enter gt interrogate logger_a Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 126 Chapter 12 Using Cisco Tools from a Command Line Selecting a System to Use gt query Selecting a Different Target System If desired you can use the system option to specify a different machine as the target system of a command The system option can only be used when the application server is a Support Tools Server You cannot target a remote system when using a node as your application server For example to target a System Interrogate query at a machine named logger_b enter gt i
282. the Support Tools Server ensuring that this system can also be managed through Support Tools About Support Tools Network Topology The Support Tools Server is installed on a standalone server or a client ICM Admin Workstation in your network To ensure redundancy the Support Tools Server can be installed on multiple systems Note however these multiple installations do not have the ability to share data with one another Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 23 Chapter 3 About Cisco Support Tools Frequently Asked Questions The Support Tools Server can communicate with Support Tools nodes through a firewall provided the appropriate ports on the firewall have been opened User access to Support Tools is limited to your network Remote users wishing to use the Support Tools Dashboard must first connect to the network remote access via the Internet is not supported The following diagram shows Support Tools deployed in a basic IPCC network Figure 1 Support Tools Topology a Support Support Tools Network User Tools Server VRU Cisco ICM Object IP IVR Call Call Server or CVP Manager Router Workstation Frequently Asked Questions 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 guide What is the benefit of Support Tools Support Tools provides
283. the list of RegCompare files in the application server s Repository gt files view Displays the contents of a RegCompare file from the Repository on the application server Optionally you can include an argument to dump this output to a local file Output is stored as XML formatted text gt view lt filename gt OR gt view lt filename gt lt localfile_path filename gt remove rm Deletes a specified RegCompare file from the Repository on the application server gt remove lt filename gt rename ren Renames a RegCompare file in the Repository on the application server gt rename lt filename gt lt new_filename gt read_file read Directs command input to another input file For example you can direct input to run a batch file that contains a series of commands executable by this utility gt read lt filename gt silent Executes command without displaying output gt lt command gt silent Note Available in command line mode only quit q Ends the program gt quit Compare Registries Examples The following table shows a sample registry comparison request with a description of each entry Table 9 Example Performing a Registry Comparison Command Option Description gt registry Invokes the Registry Comparison utility gt compare systems logger_b instance customer_1 to logger_b s settings for that instance Cisco Supp
284. the next two steps If the autorun does not execute from the Windows Start Menu select Run Browse to and double click the Support Tools Server executable file located at Server setup exe If the installer detects a previous earlier installation of the JVM less than 1 5 0_05 you will be prompted to confirm an overwrite Click Yes Specify values for each of the following e 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 location on the local machine Note If you plan on using the Cisco Security Agent CSA you can only change the drive letter and must leave the remaining default path information This is because CSA security rules are written specifically based on the path names e Administration Group Name The name of the Windows User Group that has access to Support Tools functions capable of system modification non administration group users can use Support Tools for information gathering only The default is Administrators Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 55 Chapter 7 Installing Support Tools How to Create the Distinguished User Account Step 8 Step 9 Step 10 Note The Administration Group name is case sensitive It must match in case its corresponding Windows user group name Domain Username and Password of user that the Cisc
285. the router to exit expression expr Gives the router an expression to evaluate get_config Causes the router to get config from logger help Displays this help 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 file rel_tranroute Simulate PG releasing a translation route route_call Sends a route call request to the router send_alarm Forces the router to send a message as an alarm send_get_config Sends a GetConfigInd request to the router send_schedule Sends a schedule to the router set_half_hour Sends a SetHalfHour request to the router startre Sends a StartRC request to the router Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 187 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility 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 time data interface test_indirect_route Test request for ScriptIndirectRoute test_route Analyzes routes for valid labels test_update_script Causes router to test the script update interface tuning_param tune Controls
286. ther Low or a trace group to change or restore the trace level after the end time of the trace e Optionally check Collect Logs and provide a log collection name to collect the logs defined in the Log Group for this Trace Group If you checked Collect Logs you can optionally check Merge Logs to merge the logs collected during this trace If you checked Collect Logs you can optionally check Include Binary Data to include this data in the log collection Note See How to Use the Collect Logs Screen page 117 for details on Log Collection Merged Logs and Including Binary data Select the Trace Group s that you want to activate during the defined period of time by checking the select box next to the Trace Group File Name Click Schedule Trace to create the trace A confirmation page appears Click OK Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 116 Chapter 11 Using Support Tools Utilities from the Dashboard About Log Collection The Pending Jobs created can be seen in Batch Mode gt Trace and Log gt Schedule Trace gt Pending Jobs About Log Collection Use the Collect Logs Screen 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 provide a consolidated unified time sorted view Products Supported for Log Collection Support Tools allows you to co
287. tility is run on the local system lt options gt system Specifies the target system the utility should run against If not gt system lt host_name gt specified the utility is run against the local system lt options gt localhost Sets the network address of name of the target node to the local gt localhost host Note By default unless a different system is specified using the system command the local host is assumed to be the target system list Displays information on all services on the target system gt list For each service this command displays OR e Service Name The service s name gt list e PID The service s process ID e Type Critical Known or Unknown as defined in the target system s processinfo xml file e Start if the process is stopped or Stop if the process if started lt localfile_path filename gt Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 129 Chapter 12 Using Cisco Tools from a Command Line How to Use the Services Utility from a Command Line Command Description Example Optionally you can include an argument to dump this output to a local file Output is stored as XML formatted text start Starts a stopped service on the target system gt start lt pid gt lt service_name gt Note Enter 0 for the PID when starting a service stop Stops a started service on the target system gt stop lt pid gt lt serv
288. tings 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 navigate to lt support_tools_root gt Step 2 Enter registry To view a list of systems defined in the current system s system list use the systemlist command To view connection status for systems in the list use the systemlist check command Step 3 Enter commands as described in the Command Line Options section below Note For additional information on basic Web Tools command line use including system selection options and command line mode vs interactive mode see Using Cisco Common Tools from a Command Line page 125 Using the Registry Utility from a Command Line Table 8 Command Line Options Command Description Example cmdhelp chelp Displays a list of commands specific to this utility gt emdhelp Note Using Help or also displays this list but includes several additional ICM commands e g echo error_stop not used by this utility n Displays syntax for a specified command gt lt command gt appserver Specifies the system on which the utility should run If not gt lt app_servername gt specified the utility is run on the local system lt options gt system Specifies the target system the utility should run against If not gt system lt host_name gt specified the utility is
289. tion beginning of word xyz gt Word position end of word Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 Step 1 In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the Grep command is already implied Do not enter it in the Arguments field Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 210 Chapter 14 Using 3rd Party Common Tools Step 2 Step 3 Step 4 grep Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button Using Grep Command Line Options grep mvclinfse lt pattern gt filel The options for Grep are 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 are exclusive Only one of these may be s
290. tion Utility from a Command Line Table 12 Command Line Options Command Description Example cmdhelp chelp Displays a list of commands specific to this utility gt cmdhelp Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 147 Chapter 12 Using Cisco Tools from a Command Line How to Use the Log Collection Utility from a Command Line Command Description Example Note Using Help or also displays this list but includes several additional ICM commands e g echo error_stop not used by this utility n Displays syntax for a specified command gt lt command gt appserver Optionally Specifies the system on which the utility should gt 1ctoo1 run If not specified the utility is run on the local system lt app_servername gt system Note This command is not used with the Log Collection utility localhost Note This command is not used with the Log Collection utility create_collection_request ccolreq Opens a session for creating a log collection request and specifies the new collection s name gt ccolreq lt new_collection_name gt Note Maximum length for name is 32 characters add_log_group alg Adds one log group from the application server s Repository into current log collection Each log group must be added on a separate line gt alg lt log_group_name gt remove_log_group rmlg Removes 1 log group from curren
291. tionally check Merged Log to create a single merged log file from the logs collected by this group Note When you later download a merged log the collection will include the individual associated log files in addition to the merged log itself Optionally for ICM system logs only check Include Binary Data This causes the log file to include binary data such as memory allocation buffer size etc but may also substantially increase file size Optionally for ICM system logs only check Use MS Option for Dumplog This causes dump log files to include data in millisecond increments but may also substantially increase file size Optionally for CVP 4 0 logs only check Collect Only Error Logs This limits log collection to error logs Select one or more log groups to collect logs from Click the Start Log Collection button The log collection process begins according to the times you specified The amount of time this process takes to complete depends on the number and size of the logs you requested as well as the period of the collection that you specified when you entered a start and end time You can view collected logs or check the status of requests on the Log Collections screen Note It is not necessary to remain in session while a log collection runs Exiting your Dashboard session will not terminate a log collection You can proceed to use other Dashboard Utilities while a Log Collection runs How to Use the Log Collections S
292. tles Both new and experienced users will benefit from these publications For current Cisco Press titles and other information go to Cisco Press at this URL http www ciscopress com Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments Each quarter Packet delivers coverage of the latest industry trends technology breakthroughs and Cisco products and solutions as well as network deployment and troubleshooting tips configuration examples customer case studies certification and training information and links to scores of in depth online resources You can access Packet magazine at this URL http www cisco com packet iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue streamline their business and expand services The publication identifies the challenges facing these companies and the technologies to help solve them using real world case studies and business strategies to help readers make sound technology investment decisions You can access iQ Magazine at this URL http www cisco com go iqmagazine Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing developing and operating public and private internets and intranets You can access the Internet Protocol Journal at this URL Cisco Suppor
293. to the new location The repository location must be on a local disk i e it cannot be on a network share Support Tools Administrative Group This value is stored in the Windows registry in HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools Privileged Group GroupName Tomcat Designated User Account information for the Tomcat Designated User user name domain is stored in the Windows registry in HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools AppServer DistinguesdDomainName and HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools AppServer DistinguesdUserName Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 62 Chapter 8 Configuring Support Tools TCP IP Port How to Disable Continuous Virus Scan for the Repository Note The password for the Designated User is not stored in the registry It must be modified if desired via the Windows User Panel should never be changed This value is stored in the Windows registry in HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CCBU Support Tools AppServer Port This value can be changed but it must be changed to the same value on all Support Tools Servers and Nodes How to Disable Continuous Virus Scan for the Repository Support Tools writes a large number of files log txt xml and zip to the Repository in the course of normal use The quantity of these files if used in conjunction with continu
294. tory gt dlg lt log_group_name gt open_log_group openlg Opens a log group for editing from the application server s Repository gt openlg lt log_group_name gt remove_log_group rmlg Deletes a log group from the application server s Repository gt rmlg lt log_group_name gt rename_log_group renlg Renames a log group in the application server s Repository gt renlg lt old_group_name gt lt new_group_name gt Note Maximum length for name is 32 characters xml Note This command is not used with the Log Groups utility read_file read Directs command input to another input file For example you can direct input to run a batch file that contains a series of commands executable by this utility gt read lt filename gt silent Note This command is not used with the Log Groups utility quit q Ends the program gt quit Creating a Log Group Examples The following table shows a sample log group creation with a description of each entry Command Option Description gt lgtool Invokes the Log Group utility gt clg my_log_group Initiates a request for a new group and specifies the group name gt lsys logs can be added to the group Displays a list of systems instances nodes and processes whose icm_process csfs gt al product ICM system 192 168 2 199 icm_customer customer_1 icm_node LoggerA Adds an ICM
295. troller NIC and Peripheral Interface Manager PIM processes Use to verify status set debug trace bits etc rtrtrace Use to set various debug tracing on a CallRouter Call Routers X X The additional tracing is output to the EMS log files and viewed with the Trace and Log utilities rttest Use to interpret a Call Router s events and states Call Routers but can X live without interruption to the running router be run from any ICM processes Rttest has several subroutines that allow component viewing status statistics etc It is also possible to enable specific debug tracing in the call router ss7nictrace Use to view and set various debug trace bits ona PGs X X new style NT SS7 NIC PG vrutrace Use to output tracing information from a Voice VRU PGs Response Unit VRU device and to and from its PIM process VRUTrace allows capture and playback of session data 3rd Party Common Tools The following Support Tools utilities are bundled third party Windows DOS and Unix utilities Most can be run both from within the Dashboard interface or from an external command line Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 30 Chapter 4 About Support Tools Utilities Support Tools Utilities List and update Microsoft SQL Server databases Server is installed Tool Name Description Installed On Dashboard No Dashboard Privileged or User
296. tuning in the router watch Sends watch expressions to the router Turning up ICM Call Router Tracing with RTTest You can enable specific trace levels within RTTest by issuing the debug command followed by one or more trace options Respective trace entries can then be viewed in router logs For example debug route turns up tracing to show e Dialed Number DN e Automatic Number Identification ANI e Caller Entered Digits CED if any e ICM routing label returned to the carrier network To see all possibilities for debug at the RTTest prompt enter debug as shown below rttest debug Usage debug_control realtime 5minute agent config route halfhour rcemeter expr select dupadd failpgerror symbol tranroute datain delivery cic admin pervarsumm pervardetail expform vru callq activepath all help Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 188 Chapter 13 Using Cisco Common Tools How to Use the RTTest Utility All ICM processes write some default level of tracing to log files that can be viewed with the Trace and Log utility e When specific trace levels are enabled corresponding details are written to router log files in the logfile directory e Default individual log file size is 99k e Default aggregate log file size is 600k e If router tracing is turned too high individual log files will wr
297. u supporttools This section contains the following topics e Command Line Mode vs Interactive Mode page 126 e Selecting a System to Use page 126 e How to Use the Services Utility from a Command Line page 128 e How to Use the Processes Utility from a Command Line page 131 e How to Use the System Interrogate Utility from a Command Line page 134 e How to Use the Registry Utility from a Command Line page 136 e How to Use the Compare Registries Utility from a Command Line page 139 How to Use the Log Groups Utility from a Command Line page 143 e How to Use the Log Collection Utility from a Command Line page 147 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 125 Chapter 12 Using Cisco Tools from a Command Line Command Line Mode vs Interactive Mode Command Line Mode vs Interactive Mode When run from a command line Web Tools can be run in either command line mode or interactive mode In command line mode you enter the command invoking the utility along with specific arguments on a single line After the command executes the utility automatically exits Example cisco ccbu supporttools gt interrogate system logger_a query e In interactive mode you enter the command invoking the utility on a separate command line After that you can enter as many successive commands as desired The utility does not terminate until you explicitly quit c cisco ccbu supporttools gt in
298. uling this 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 sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Displays a list of all installed device drivers and their properties Note Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode This tool enables an administrator to display and configure Event Triggers on local or remote systems To Access Eventtriggers from the Dashboard Step 1 Step 2 Step 3 Step 4 To run Eventtriggers from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the Eventtriggers command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminatin
299. ument or Website are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 0705R Any Internet Protocol IP addresses used in this document are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental Copyright 2007 Cisco Systems Inc All rights reserved Preface eacecicts a cesteeedceasees ates eee ces eee ee Peete Ore E E AE EPEE TEE Pyeereerre PE PAEYI 1 PUDSE aironi O 1 Teli 11 le T E E E E eR E E E E E cee E E E A EE E 1 WEE E E E E E E E E A E E E EE 2 Related Documentation cccceeceseeeeeeeseeeeeeeeeeeeeeentaeeeeeees ees ee ae eee Biases AE EN E E SOREN ONE caisitdindininidenmeusinesiaes EE A T ER EA E E I OTE I E E E TE 2 Obtaining T E A I E T 3 ENES e S AE A E E T AE A A E A E TE E AEE E E E 3 Product Documentation DVD EE Ea aahreneeasias A E E EES E 4 CSS CRISTEA risscstrciec srccbes tense tent nsite aa E E 4 EU i ase cee ee eee ee ae ee 4 Product Alerte and Field NOUCES siiisrissisi iritan dinning Misa latinac ginal tabi ERIE AEE Catal eisai lap RAER 5 Cisco Product Security OvervieW sessssssseessereessrrrrrerrree ee TE E E E E PEE Reporting Security Problems in Cisco Products E E E E A E E E 5 Ontaimnmg Tecnica
300. upport Tools User Guide for Cisco Unified Software Release 2 1 1 35 Chapter 4 About Support Tools Utilities Utility Installation Locations user group these utilities will not appear on the Support Tools Dashboard menu These utilities include e ctitest e icmdba e nicroi nmstart nmstop e procmon e registry e registry compare e rttest e shutdown upcctest e processes e services Note These privilege levels only apply to utilities when accessed through the Dashboard they do not preclude users from running any utility through an independent command line on a node Utility Installation Locations Support Tools utilities exist and can be run from individual supported Cisco Unified software products note that the Support Tools Server is itself treated as a Support Tools node When you run one of these utilities through the Support Tools Dashboard you are actually running the utility remotely on the currently selected node Not every utility is installed on every node For the most part Cisco Common Tools are installed on core ICM components only AWs PGs Call Routers and Loggers For example CICMan is not present on CVP boxes See the table in the next section for more information If you attempt to launch a utility that is not present on the current system the Support Tools Dashboard returns a message stating that the command is not recognized Cisco Support Tools User Guide for Cisco Unified Softwa
301. ure that the port used by the Support Tools Server is available on the supported Cisco Unified software products it manages e Ifa firewall stands between the Support Tools Server and any of its ICM or related Cisco Product Nodes you must open the listening port on the firewall e All servers and nodes must use the same listening port If you change the default port it must be changed on the server and all nodes Support Tools Dashboard Web Browser Requirements Access to the Support Tools Dashboard requires Internet Explorer 6 0 Service Pack 1 or greater No other browser types are supported Warning While non supported browsers may appear to work irregular results can result from their use Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 18 Part 2 Support Tools Overview Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 19 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 20 Key Features Chapter 3 About Cisco Support Tools Cisco Support Tools is an application that contains a suite of utilities that allow you to manage and troubleshoot servers that run broad range of Cisco Unified product software components Through Support Tools you can troubleshoot configuration and performance problems on these systems from any machine running a supported version of Windows and Internet Explorer on your network that can access the Supp
302. urity privileges How to Install the Support Tools Server 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 the prerequisite hardware and software requirements Warning In some instances the Support Tools Server and Node installation may require a reboot to complete For this reason you should perform the installation during a regular maintenance period when the machine is in off production mode Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 54 Chapter 7 Installing Support Tools Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 How to Create the Distinguished User Account The Support Tools 2 1 1 CD includes a Server Install Wizard that installs The Support Tools Dashboard e The Support Tools Node e Support Tools documentation e Java Virtual Machine JVM 1 5 0_05 e Apache Tomcat 5 5 16 Note The installation instructions below describe only those installer dialogs that require user input Log into the machine on which you are installing the Support Tools Server under an account with local Windows Administrator privileges for that machine If the Cisco Security Agent is running on the machine stop its service and set the service startup type to Disabled Insert the Support Tools CD in the server s CD ROM drive Normally an autorun executes and you can skip
303. uters but can X live without interruption to the running router processes Rttest has several subroutines that allow viewing status statistics etc It is also possible to enable specific debug tracing in the call router be run from any ICM component Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 154 Utility Description Installed On Dashboard External Name Privileged GUI No Users Dashboard or Only Command Line Access ss7nictrace Use to view and set various debug trace bits ona PGs X new style NT SS7 NIC PG vrutrace Use to output tracing information from a Voice VRU PGs Response Unit VRU device and to and from its PIM process VRUTrace allows capture and playback of session data Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 155 Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 156 J Chapter 13 Using Cisco Common Tools How to Use the ClICMan 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 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access ClCMan from the Dashboard Step 1 Step 2 Step 3 Step 4 To run CICMan from the Support Tools Dashboard
304. vice r count Record route for count hops s count Timestamp for count hops j host list Loose source route along host list k host list Strict source route along host list w timeout Timeout in milliseconds to wait for each reply Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the PStat utility to list all the processes running on a Microsoft Windows Workstation including ICM processes You can use the PStat command to verify that an ICM process was not properly exited and is still running Note e You can also achieve this using the Support Tools Processes utility e Because the Dashboard automatically sets the allowable commands for this tool the Dashboard screen for this utility does not contain a command line input field Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode Use the RM utility to delete files and directories Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 225 Chapter 14 Using 3rd Party Common Tools Route PRINT To Access RM from the Dashboard Step 1 Step 2 Step 3 Step 4 To run RM from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the RM
305. w name in the dialog box and click OK The name is instantly changed and the change is reflected in the History Log Group screen To delete one or more log groups From the History Log Group screen check the Select box s next to the Log Group s that you want to delete Click Delete A Confirmation Dialog Box appears Click OK in the confirmation dialog box to delete the log group s The log group s are instantly deleted and the results appear on the History Log Group screen Refreshing the Log Groups Screen Step 1 Step 2 You can refresh the view of log groups at any time Refreshing the view allows you to see changes other uses may have made in the recent past Note The screen is automatically refreshed each time it is loaded To refresh the list of log groups From the History Log Group screen click Refresh The screen is refreshed showing any updates that may have been made How to Use the Create Trace Group Screen Batch Mode Trace Groups allow to set the trace level for products and precesses defined in a log group Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 111 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Create Trace Group Screen Interactive Mode Creating a Trace Group Step 1 Step 2 Step 3 Step 4 Step 5 Note Not all Cisco Unified components and processes are supported When a component in a
306. w supported for CSA CAD CRS and CVP logs Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 13 Chapter 1 New Features in this Release Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 14 Chapter 2 support Tools Requirements and Compatibility This section contains the following topics e Support Tools Node Requirements page 15 e Support Tools Server Requirements page 16 e Support Tools Server Node Version Compatibility page 17 e Support Tools Port Requirements page 17 e Support Tools Dashboard Web Browser Requirements page 18 support Tools Node Requirements Support Tools Node Compatibility with Cisco Unified Products and Product Components The Support Tools Node can be installed on the Cisco Unified components listed below Cisco Unified Product or Supported Versions Supported Components Solution Cisco Intelligent Contact 4 6 2 and above Management ICM and IP Contact Center IPCC Enterprise and Hosted Cisco CallManager CCM CTI Object Server CTIOS 4 6 2 and above Cisco Unified Contact Center 4 0 and above Express CRS formerly IPCC Express Cisco Unified IP TVR CRS 4 0 and above Cisco Agent Desktop CAD 4 6 0 and above Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 15 Chapter 2 Support Tools Requirements and Compatibility Support Tools Server Requirements
307. when you have completed making your trace setting selections A confirmation page displays notifying you that the trace group has been created Click OK to return to the Create Trace Group Screen Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 114 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Trace Groups Screen Renaming Trace Groups Step 1 Step 2 Step 3 Deleting Trace Groups Step 1 Step 2 Step 3 You can change the name of any trace group To change a trace group s name From the History Trace Group screen check the Select box next to the Trace Group whose name you want to change Click Rename A dialog box appears prompting you for a new name Enter the new name in the dialog box and click OK The name is instantly changed and the change is reflected in the History Trace Group screen To delete one or more Trace Groups From the History Trace Group screen check the Select box s next to the Trace Group s that you want to delete Click Delete A Confirmation Dialog Box appears Click OK in the confirmation dialog box to delete the Trace group s The trace group s are instantly deleted and the results appear on the History Trace Group screen Refreshing the Trace Groups Screen Step 1 Step 2 You can refresh the view of trace groups at any time Refreshing the view allows you to see changes other uses may have
308. will run regardless of the level of server activity Click the Run button Using CAT Command Line Options cat usx v t e filel The options for CAT are u output characters one at a time not a line at a time s be silent about non existent files v visible mode display control characters as lt char gt except for tabs new lines and form feeds and chars with the 8th bit set as M lt char gt 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 output don t actually do any output just do input Equivalent to gt null except that on some platforms the latter can be very slow much slower than writing to an actual file This option is handy for seeing how long it takes to just read a set of files under varying operating conditions Display program description Note If the environment variable CAT 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 v option specify v If the environment variable TABS exists its value will determine the number of spaces used to expand tabs Otherwise tabs are expanded to 8 spaces Cisco Support Tools User Guide for
309. wo Saved Registry Files Step 1 Step 2 Step 3 Step 4 To compare the contents of registry settings from two registry files previously saved to the Support Tools Repository Select the Compare Two Saved Registry Files radio button Optionally select Show differences only If selected only differences between the two registries is displayed Click the Compare Registries button A list of registry files saved in the Repository displays Select the files you want to compare Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 99 Chapter 11 Using Support Tools Utilities from the Dashboard How to Use the Registry Compare Screen 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 screen displays the comparison in a three pane view as shown in this example Figure 4 Compare Registries Display Registry Compare System 1 DEVELZICMGGRGRA Type ayitem Seurce Live Syster System 27 DEVELLICMS DRO Type system Source Lve System Updated Juy 28 2003 12 14 20 PM EDT Save View ChangesSuame raot a a V HKEY LOCAL MACHINE HEFY _ LOCAL MACHINE SOPTWARE Cisco Systema Inc ICMA System Settings A a m 5 Y SOFTWARE PS a I an ea Y Cisco Systoms Ine m TY ccu mbat C Currentinetance EcL SZ Yio mams 50 Trabia briw REG_DWORD 000000001 1 60 InstalWebWeewTe
310. work cards in each computer either locally or across a network Logman Manages and schedules performance counter All Support Tools and event trace log collections on local and nodes remote systems Openfiles Queries or displays open files Also queries All Support Tools X displays or disconnects files opened by nodes network users Relog Extracts performance counters from All Support Tools performance counter logs into other formats nodes such as text TSV for tab delimited text text CSV for comma delimited text binary BIN or SQL SC Communicates with the Service Controller All Support Tools X and installed services SC exe retrieves and nodes sets control information about services Schtasks Schedules commands and programs to run All Support Tools X periodically or at a specific time Adds and nodes removes tasks from the schedule starts and stops tasks on demand and displays and changes scheduled tasks Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 34 Chapter 4 About Support Tools Utilities Privileged Utilities Tool Name Description Installed On Dashboard No Dashboard Privileged or Users Command Line Only Access SysteminfoTable Displays detailed configuration information All Support Tools about a computer and its operating system nodes including operating system configuration security information product ID and hardware
311. yan 3 red 4 magenta 5 brown 6 lightgray 7 darkgray 8 lightblue 9 lightgreen A lightcyan B lightred C lightmagenta D yellow E white F Display program description Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 205 Chapter 14 Using 3rd Party Common Tools du du Note e Ifthe environment variable DIFF exists its value is used to establish default options e 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 Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode 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 Step 1 Step 2 Step 3 Step 4 To run DU from the Support Tools Dashboard In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the DU command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless o
312. ying a single system and Batch Mode which allows you to query several systems at a time for any of the specific tools Interactive Mode immediately operates on the currently selected system Batch Mode allows you to schedule jobs for multiple systems at any point in the future This section contains the following topics e Working in Interactive Mode page 39 e Working in Batch Mode page 39 e Pending Jobs page 40 Working in Interactive Mode Using interactive mode simply involves selecting the system that you want to query using the Select System tool then using any of the tools that fall under the Interactive Mode menu For some tools such as System Interrogate more detail is available in Interactive Mode because the support tools server first queries the selected system to determine the additional types of information that can be retrieved and presents these choices to the user Whereas in batch mode this cannot be done since several systems of different node types may be queried during a batch mode process and there is no user intervention to select specific results from a server query Working in Batch Mode Batch Mode allows you to query several servers at once by scheduling a tool to run at any time in the future Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 39 Chapter 5 Interactive Mode vs Batch Mode Pending Jobs Using Tools in Batch Mode Step 1 Step 2 Step 3 Step 4
313. you can include an argument that specifies a file name files Displays the list of precesses files in the application server s gt files Repository view Displays the contents of a precesses file from the Repository on gt view lt filename gt the application server OR gt view lt filename gt lt localfile_path filename gt remove rm Deletes a specified precesses file from the Repository on the gt remove lt filename gt application server rename ren Renames a precesses file in the Repository on the application gt rename lt filename gt server lt new_filename gt read_file read Directs command input to another input file For example you can direct input to run a batch file that contains a series of commands executable by this utility gt read lt filename gt silent Executes command without displaying output gt lt command gt silent Note Available in command line mode only quit q Ends the program gt quit Viewing and Killing a Service Examples The following table shows an example of viewing and killing a process with a description of each entry Command Option Description gt processcontrol Invokes the Processes utility Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 133 Chapter 12 Using Cisco Tools from a Command Line How to Use the System Interrogate Utility from a Command Line Command Option D
314. ystem when by whom and using what applications For use with ICM Loggers only but can be run from any ICM component Cisco Support Tools User Guide for Cisco Unified Software Release 2 1 1 164 Chapter 13 Using Cisco Common Tools How to Use the ICMDBA Utility Note This tool can be used in both Interactive Mode and Batch Mode For details on scheduling this tool to run in batch mode see Using Batch Mode To Access DumpCfg from the Dashboard Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 To run DumpCfg from the Support Tools Dashboard Use the System Select screen to select the system namely PG you want to work with From the Dashboard menu select Cisco Common Tools gt DumpCfg In the Arguments field enter desired arguments as described in the Using section below Note When entering arguments the dumpcfg command is already implied Do not enter it in the Arguments field Specify the command duration time or accept the default 60 seconds This is the amount of time the command will attempt to run before terminating If desired check Elevate Command Priority This ensures the command will run regardless of the level of server activity Click the Run button To Access DumpCfg from a Command Line on a Node Using DumpCfg From a command line on an ICM Logger you can access DumpCfg from any location on the local physical drive For example c gt dumpcfg c gt dumpcfg Syntax
315. zase a nT CE R ec ar 226 SAMS UMATY TOG eea EA 227 I asec er gee a a Geena oes tae ace 227 To Access Stopshut irom ihe Dashboard aiieieo aaas Eaa 227 Using Stopshut Command LC osc cscs ithe ac seca esi ninr iieiea iaee Eii 227 SOLE sce EEES 228 Areo a LE a a a A S 228 EE E AE E A E E E N E E EEE E O AE N EEE ET E 228 To Access Strings from the cca deine gee eee ees ee eae 228 Usmo Stings Command Line ICIS siasio a 229 i l R EE ene E E eke tee E A ete ag she E A E pa A ersten eee taee 229 To Access Tail from the Das GIG sis cxsasicinrsaccasiainncassarcainiiasnnseiianinsaeenianreuemneriadeasiatiaaacenaseiniiainints 229 Using T il Command Line PR as oo ce a cee sce apes ict sige cbces schos ie iaed cae Sea nasescensecaseeeece 230 a sci sas pavean ai T E E E Na Aba sant E E E E 230 OAC Touch tomme DAMON dieser ee 230 Using Touch Command Line TIS ai cspetedecccistcsaretansseian ina ncidniadaaiendtandaninisadedscignrasunniasanianimisaaaiaianiass 231 OM a E E E E ec er che eee 232 TO Actess raceri rom ihe Dashboai deian ee TENSES 232 Using Tacert Command Bi ga 3 Renee eee een meen nme re nenoaia adani 232 OS ca canadian tigiadien A E VRTE A ETE AE sei E EN EE ate ee aR e Nee ena ae E T EN 232 To Access WC from the 2 ol 9 71 beeen ee ee ee nme tner Pe erp Er sr Per me EnINer Exreery neon ge MenRnr eT Meret 232 Jeri WG Command Une ODIOS eneren ereinen E e TE R 233 11 E E E E E E E E E E ener ere 233 To Access Which fromthe BGA aici sscr

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