Cisco Support Tools User Guide for Cisco Unified Software
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Table of Contents
Part 3. Installing, Upgrading and Configuring Support Tools
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Part 4. The Support Tools Dashboard
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Part 6. Using Cisco Common Tools 153
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193
Viii
Sqlew
Part 8. Reference 249
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List of Figures
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Audience
Preface
Purpose
Conventions
Organization
Related Documentation
Cisco.com
Obtaining Documentation
Product Documentation DVD Ordering Documentation
You can access international Cisco websites at this URL
Documentation Feedback
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
Cisco Technical Support & Documentation Website
Obtaining Technical Assistance
Definitions of Service Request Severity
Submitting a Service Request
Obtaining Additional Publications and Information
Preface Obtaining Additional Publications and Information
Preface Obtaining Additional Publications and Information
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Chapter
New Features in this Release
New Features in this Release
Cisco Intelligent Contact Above All Management ICM and IP
Support Tools Node Requirements
This section contains the following topics
Support Tools Server Hardware Requirements
Support Tools Server Requirements
Support Tools Node Hardware Requirements
Support Tools Node Software Requirements
Support Tools Server Network Requirements
Support Tools Server / Node Version Compatibility
Support Tools Port Requirements
Support Tools Server OS Requirements
Support Tools Listening Port
Support Tools Dashboard Web Browser Requirements
Part 2 Support Tools Overview
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About Cisco Support Tools
Key Features
About Support Tools Components
Key Features
Support Tools Node
About Support Tools Network Topology
Support Tools Server
What is the benefit of Support Tools?
Frequently Asked Questions
Who can use Support Tools?
About Cisco Support Tools Frequently Asked Questions
Support Tools Utilities List
About Support Tools Utilities
Trace and Log Tools
Web Tools
Cisco Common Tools
Viewing status, statistics, etc. It is also possible to
Enable specific debug tracing in the call router
3rd Party Common Tools
Use to view user-defined number of lines from
Use to view statistics for the local Workstation
Automatically restart the host after 60 seconds
Displays and configures event triggers on local
Privileged Utilities
Utility Installation Locations
Non-Dashboard Utilities
Command-Line vs GUI Access
About Support Tools Utilities Command-Line vs GUI Access
Working in Batch Mode
Interactive Mode vs. Batch Mode
Working in Interactive Mode
Pending Jobs
Using Tools in Batch Mode
Canceling a Batch Mode Job
Click Cancel
Interactive Mode vs. Batch Mode Pending Jobs
About Support Tools Security
Support Tools Security Features
Automated IPSec Implementation
Using IPSecurity with Support Tools
Manual IPSec Implementation
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Part 3 Installing, Upgrading and Configuring Support Tools
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Support Tools Installation Tasks
Installing Support Tools
About Installing Support Tools
Collect information for the install
How to Collect Information for Support Tools Installation
Post-Installation Configuration
How to Create Support Tools User Groups
Creating Local Accounts on the Support Tools Server
How to Create the Distinguished User Account
To Create Support Tools User Groups
How to Install the Support Tools Server
How to Create the Distinguished User Account
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How to Install the Support Tools Node
Password field, enter your Windows password case-sensitive
How to Test the Support Tools Installation
Press Enter. The Support Tools Dashboard Login screen opens
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About Configuring Support Tools
Configuring Support Tools
How to Modify Support Tools Basic Configuration
TCP/IP Port
How to Disable Continuous Virus Scan for the Repository
Supporttoolsroot\repository\system files\
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List/wmi.asp
Configuration of sysquery and Trace
How to Uninstall Support Tools
Uninstalling, Reinstalling and Upgrading Support Tools
Upgrading Support Tools
How to Reinstall Support Tools
Part 4 The Support Tools Dashboard
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Support Tools Dashboard
Using the Support Tools Dashboard
Accessing Utilities in the Dashboard
Accessing the Dashboard and Privileges
Using the Dashboard for the First Time
Accessing the Dashboard
Adding a System to the System List
Selecting a System to Work With in Interactive Mode
Navigating and Refreshing Pages in the Dashboard
How to Access the Support Tools Dashboard
To access the Support Tools Dashboard
To Add a Node to the System List
How to Use the System Management Screen
Click the Add System Button
To Automatically Add CVP and Support Tools Server Nodes
To Test the Connection to a Node
To Delete a Node from the System List
Using the Select System Screen
Using the Select System Screen
Adding a Support Tools Node to the System List
How to End a Dashboard Session
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Part 5 Using Support Tools Web Tools
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How to Use the System Interrogate Screen
Using Support Tools Utilities from the Dashboard
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Mode
Component & Sub-components
Interactive
Odbc
Cisco ICM/IPCC Agent Reskilling
Component & Sub-components Retrievable Only Interactive Mode
Cisco Agent Desktop CAD
Cisco CallManager
Cisco Ipcc Express
Component & Sub-components
Cisco Support Tools
To Retrieve System Information in Interactive Mode
To Save System Information to a File
To Retrieve System Information in Batch Mode
To Save Files Returned from a System Interrogate
How to Use the History Screens
To Rename a File
To Set an Expiration Date for History Files
To View a Saved File
To Download a File
How to Use the Registry Screen
To Delete a File
To use the Registry Screen
How to Use the Registry Compare Screen
To Compare Two Saved Registry Files
To Compare the Current System to Another
To Compare the Current System to a Saved Registry File
100
Understanding the Compare Registries Display
Click the Compare Registries Files button
101
Viewing Registry Keys for Multiple Customer Instances
To Copy Key Values Between Registries and Files
102
To Save a Registry Comparison to a File
103
How to Use the Processes Screen
To View Processes
104
How to Use the Services Screen
To Save a Process
To Terminate a Process
105
To View Services
To Stop or Start a Service
106
To Save the Services List to a File
Trace and Log
107
How to Use the Create Log Group Screen
To Create a Log Group
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Click Next
109
Renaming Log Groups
How to Use the Log Groups Screen
Viewing Log Groups
Editing Log Groups
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How to Use the Create Trace Group Screen Batch Mode
Deleting Log Groups
Refreshing the Log Groups Screen
112
How to Use the Create Trace Group Screen Interactive Mode
Creating a Trace Group
113
How to Use the Trace Groups Screen
Viewing a Trace Groups Settings
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Viewing a Trace Groups File
Editing a Trace Group
115
Renaming Trace Groups
Deleting Trace Groups
Refreshing the Trace Groups Screen
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How to Use the Schedule Trace Screen
Scheduling a Trace
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About Log Collection
Products Supported for Log Collection
Collect Logs General Steps
118
What are Merged Logs?
119
How to Use the Collect Logs Screen Batch Mode
To Create a Log Collection
120
How to Use the Log Collections Screen
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To View Details of Log Collections
To Download Collected Logs
Log files use the following naming conventions For ICM
Log File Naming Conventions
To Delete a Log Collection
To Rename a Log Collection
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How to Use the Collect Logs Screen Interactive Mode
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125
Using Cisco Tools from a Command Line
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Command-Line Mode vs Interactive Mode
Selecting a System to Use
Selecting a Different Application Server
Saving, Viewing, and Retrieving Files
Getting Help for Command Line Tools
Selecting a Different Target System
Viewing a list of targetable systems
128
How to Use the Services Utility from a Command Line
To Access the Services Utility from a Command Line
Embedded Spaces
Specified, the utility is run against the local system
Using the Services Utility from a Command Line
Utility Displays syntax for a specified command
Specified, the utility is run on the local system
Quit, q Ends the program
Starting a service
Stop Stops a started service on the target system
Readfile, read Directs command input to another input file
To Run the Processes Utility from a Command Line
How to Use the Processes Utility from a Command Line
Viewing and Stopping a Service Examples
132
Using the Processes Utility from a Command Line
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Viewing and Killing a Service Examples
Kill Terminates a started process on the target system
Server
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To Run the System Interrogate Utility from a Command Line
Using the System Interrogate Utility from a Command Line
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Repository on the application server
Viewing System Information Examples
How to Use the Registry Utility from a Command Line
137
To Run the Registry Utility from a Command Line
Using the Registry Utility from a Command Line
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Command Description
Instance whose registry values will be returned
Timestamp.xml
Viewing Registry Information Examples
Invokes the Registry utility
Named customer1
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To Run the Compare Registries Utility from a Command Line
Using the Compare Registries Utility from a Command Line
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Compare, comp
By SRC =
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Compare Registries Examples
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How to Use the Log Groups Utility from a Command Line
Cases these may not be identical instances
Apply
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To Run the Log Groups Utility from a Command Line
Using the Log Groups Utility from a Command Line
Enter lgtool
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Rl logname Lsl Lgdesc description Closelg Lslg
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Creating a Log Group Examples
Repository Renameloggroup, renlg
Enter lctool
How to Use the Log Collection Utility from a Command Line
To Run the Log Collection Utility from a Command Line
Using the Log Collection Utility from a Command Line
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Ccolreq Specifies the new collections name
Lcdesc Seticmbinary, bin
Endtime
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Downloadlog, download
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Log Collection Examples
As your application server
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152
153
Part 6 Using Cisco Common Tools
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Call Routers but can X be run from any ICM component
155
Vrutrace Use to output tracing information from a Voice
Utility Description Name
156
157
Using Cisco Common Tools
How to Use the CICMan Utility
To Access CICMan from the Dashboard
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To Access CICMan from a Command Line on a Node
Using CICMan Command line Options
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How to Use the CTITest Utility
To Access CTITest from the Dashboard
160
To Access CTITest from a Command Line on a Node
Using CTITest Configuring
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Using CTITest Opening a Session
Using CTITest Logging
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Below is list of frequently used commands in CTITest
Command Parameters
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How to Use the DBDiff Utility
To Access DBDiff from the Dashboard
Command
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How to Use the DumpCfg Utility
To Access DBDiff from a Command Line on a Node
Using DBDiff
Using DumpCfg
How to Use the Icmdba Utility
To Access DumpCfg from the Dashboard
To Access DumpCfg from a Command Line on a Node
To run MPTrace from the Support Tools Dashboard
How to Use the MPTrace Utility
Accessing Icmdba
To Access MPTrace from the Dashboard
167
To Access MPTrace from a Command Line on a Node
Using MPTrace Command Line Options
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How to Use the Nicroi Utility
To Access Nicroi from the Dashboard
To Access Nicroi from a Command Line on a Node
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Using Tracing in Nicroi
Capturing Nicroi Data to niclog.xxx
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Capturing Nicroi Data to Roilog.txt
Copying Nicroi Log Files
Transferring Files
How to Use the NMStart Utility
Setting the Download Directory
To Access NMStart from the Dashboard
To Access NMStop from the Dashboard
How to Use the NMStop Utility
To Access NMStart from a Command Line on a Node
Using NMStart
To Access OPCTest from the Dashboard
How to Use the OPCTest Utility
To Access NMStop from a Command Line on a Node
Using NMStop
174
To Access OPCTest from a Command Line on a Node
Using OPCTest
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176
Example
Debug Information
Exiting and Quitting OPCTest
How to Use the Procmon Utility
To Access Procmon from the Dashboard
Use the quit command to exit OPCTest
Procmon Basic Commands
To Access Procmon from a Command Line on a Node
Using Procmon
179
How to Use the RTRTrace Utility
Procmon Process-Specific and Troubleshooting Commands
180
How to Use the RTTest Utility
Accessing RTRTrace
To Access RTTest from the Dashboard
181
To Access RTTest from a Command Line on a Node
Using RTTest
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Status Output Process
Process LastStateChange LastHeartBeat
Process synchronized
Equipment use UTC time as a common time reference
Transfer to the other side
Signifies that the process is running fine
Date Current date Time Current local time
Status Output Controller
With the ICM call router
Data are sent to the ICM peripheral gateway
Status Output Peripheral
ICM peripheral gateway
Been established with the ICM peripheral gateway
186
Parameter Descriptions
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188
Turning up ICM Call Router Tracing with RTTest
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Turning Off Debug Tracing in RTTest
To Access VRUTrace from the Dashboard
How to Use the SS7NICTrace Utility
How to Use the VRUTrace Utility
Accessing SS7NICTrace
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To Access VRUTrace from a Command Line on a Node
Using VRUTrace Command Line Options
VRUTrace Examples
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Utility Name Description
Systems
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195
196
Their properties Eventtriggers
Network Logman
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Tasklist Displays a list of applications and services
TasklistCSV Displays a list of applications and services
Properties, such as RAM, disk space, Network cards Taskkill
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Use the CAT utility to display, print, and combine files
Using 3rd Party Common Tools
Arp -a
Cat
200
To Access CAT from the Dashboard
Using CAT Command Line Options
Use the Chmod utility to set file permissions
To Access Chmod from the Dashboard
Using Chmod Command Line Options
Chmod
202
To Access CP from the Dashboard
Using CP Command Line Options
Use the CP utility to copy files
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To Access DF from the Dashboard
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Using DF Command Line Options
To Access Diff from the Dashboard
Diff
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Using Diff Command Line Options
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To Access DU from the Dashboard
Using DU Command Line Options
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To Access FGrep from the Dashboard
Using FGrep Command Line Options
Fgrep
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To Access Findstr from the Dashboard
FindStr
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Using Findstr Command Line Options
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To Access Grep from the Dashboard
Grep
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Using Grep Command Line Options
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To Access Head from the Dashboard
Using Head Command Line Options
Head
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IPConfig /all
Count defaults to
214
To Access Isql from the Dashboard
215
Using Isql
Isql uses the following options
216
Accessing ISQL/W
To Access LS from the Dashboard
Use the LS utility to view directory listings
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Using LS Command Line Options
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To Access MV from the Dashboard
Using MV Command Line Options
219
To Access NBTStat from the Dashboard
NBTStat
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Using NBTStat Command Line Options
Net Session
NetStat
To Access NetStat from the Dashboard
Net Statistics Server
Net Statistics Workstation
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Using NetStat Command Line Options
To Access NSLookup from the Dashboard
NSLookUp
PathPing
Using NSLookup Command Line Options
To Access PathPing from the Dashboard
Using PathPing Command Line Options
Options for Ping are
To Access Ping from the Dashboard
Using Ping Command Line Options
Ping
225
PStat
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To Access RM from the Dashboard
Using RM Command Line Options
Route -PRINT
StopShut
To Access Stopshut from the Dashboard
Using Stopshut Command Line Options
Shutdown Tool
228
Accessing Sqlew
To Access Strings from the Dashboard
Strings
229
Using Strings Command Line Options
To Access Tail from the Dashboard
Tail
230
Using Tail Command Line Options
To Access Touch from the Dashboard
Touch
231
Using Touch Command Line Options
Tracert
To Access Tracert from the Dashboard
Using Tracert Command Line Options
To Access WC from the Dashboard
233
Using WC Command Line Options
To Access Which from the Dashboard
Which
234
Using Which Command Line Options
Winmsd
NetshDump
Bootcfgqry
Accessing WinMSD
Displays the Boot.ini file settings of the selected system
Eventtriggers
To Access Eventtriggers from the Dashboard
Defragreport
Driverquery
Logman
Using Eventtriggers Command Line Options
To Access Logman from the Dashboard
Getmac
238
Logman Command Line options
239
240
Openfiles
Relog
241
To Access Relog from the Dashboard
Using Relog Command Line Options
242
Answer yes to all questions without prompting Examples
243
To Access Schtasks from the Dashboard
Schtasks
244
Using Schtasks Command Line Options
SysteminfoTable
245
SysteminfoList
SysteminfoCSV
Taskkill
Eq, ne, gt, lt, ge, le PID value
Eq, ne Service name
Eq, ne
Eq, ne Image name
247
TasklistTable
Tasklist
TasklistCSV
248
249
Part 8 Reference
250
251
Starting and Stopping Support Tools Server/Node Processes
252
How to Enable/Disable the Stpa Process
How to Stop and Start the Support Tools Server
How Stop and Start the Node Agent Service
253
254
How to View Stpa Log Files
How to View Support Tools Logs
How to View Support ToolsInstall Logs
How to View Support Tools Server and Stna Log Files
256
257
IPSec Settings and Procedures
How to Examine Your IPSec Policy
Select the IP Security Policy Management snap-in
258
How to Verif the PreShared Key
How to Enable/Disable the IPSec Policy
259
260
261
How to Modify the Login Screen Disclaimer
262
263
How to Confirm the Support Tools Build Number
264
Support Tools Fails to Install
Support Tools Troubleshooting
Installation Problems
Install Hangs
Services are not created and/or do not start
Dashboard Troubleshooting
Support Tools Installs Disabled
Connection Problems
Re-enter username and password as follows Network Users
Login Problems
Can Access Dashboard Login Page but cannot log
Incorrect or invalid username or password entered
Local Users
Utility Problems
Error When Selecting Host
Support Tools Server fails to connect to the Node Agent
269
Error Processing Request
Utilities Missing
Dashboard Online Help Does Not Display
Dashboard Problems
Error Processing Request
Dashboard Will Not Load
271
Dashboard online help does not display when selected
Popup blockers enabled on client machine
Disable popup blocking
272
Index
Index
