Cisco Support Tools User Guide for Cisco Unified Software
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 Table of Contents
 Part 3. Installing, Upgrading and Configuring Support Tools
 Iii
Part 4. The Support Tools Dashboard
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 Part 6. Using Cisco Common Tools 153
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 Vii
193
 Viii
Sqlew
 Part 8. Reference 249
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 List of Figures
 Xii
 Preface
Purpose
Audience
 Organization
Related Documentation
Conventions
 Cisco.com
Obtaining Documentation
 You can access international Cisco websites at this URL
Documentation Feedback
Product Documentation DVD Ordering Documentation
 Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
Cisco Product Security Overview
 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
Page
Page
 Chapter
New Features in this Release
 New Features in this Release
 Support Tools Node Requirements
This section contains the following topics
Cisco Intelligent Contact Above All Management ICM and IP
 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
Page
 About Cisco Support Tools
Key Features
 About Support Tools Components
Key Features
 About Support Tools Network Topology
Support Tools Server
Support Tools Node
 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
 Enable specific debug tracing in the call router
3rd Party Common Tools
Viewing status, statistics, etc. It is also possible to
 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
 Interactive Mode vs. Batch Mode
Working in Interactive Mode
Working in Batch Mode
 Using Tools in Batch Mode
Canceling a Batch Mode Job
Pending Jobs
 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
Page
 Installing Support Tools
About Installing Support Tools
Support Tools Installation Tasks
 Collect information for the install
 How to Collect Information for Support Tools Installation
Post-Installation Configuration
 How to Create Support Tools User Groups
 How to Create the Distinguished User Account
To Create Support Tools User Groups
Creating Local Accounts on the Support Tools Server
 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
 How to Test the Support Tools Installation
Press Enter. The Support Tools Dashboard Login screen opens
Password field, enter your Windows password case-sensitive
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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\
Page
 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
Page
 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
 How to Access the Support Tools Dashboard
To access the Support Tools Dashboard
Navigating and Refreshing Pages in the 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
Page
 Component & Sub-components
Interactive
Mode
 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 Set an Expiration Date for History Files
To View a Saved File
To Rename a File
 How to Use the Registry Screen
To Delete a File
To Download a File
 To use the Registry Screen
How to Use the Registry Compare Screen
 To Compare the Current System to Another
To Compare the Current System to a Saved Registry File
To Compare Two Saved Registry Files
 Understanding the Compare Registries Display
Click the Compare Registries Files button
100
 Viewing Registry Keys for Multiple Customer Instances
To Copy Key Values Between Registries and Files
101
 102
To Save a Registry Comparison to a File
 How to Use the Processes Screen
To View Processes
103
 104
How to Use the Services Screen
To Save a Process
To Terminate a Process
 To View Services
To Stop or Start a Service
105
 To Save the Services List to a File
Trace and Log
106
 How to Use the Create Log Group Screen
To Create a Log Group
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 108
Click Next
 109
 Renaming Log Groups
How to Use the Log Groups Screen
Viewing Log Groups
Editing Log Groups
 111
How to Use the Create Trace Group Screen Batch Mode
Deleting Log Groups
Refreshing the Log Groups Screen
 How to Use the Create Trace Group Screen Interactive Mode
Creating a Trace Group
112
 How to Use the Trace Groups Screen
Viewing a Trace Groups Settings
113
 Viewing a Trace Groups File
Editing a Trace Group
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 115
Renaming Trace Groups
Deleting Trace Groups
Refreshing the Trace Groups Screen
 How to Use the Schedule Trace Screen
Scheduling a Trace
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 117
About Log Collection
Products Supported for Log Collection
Collect Logs General Steps
 118
What are Merged Logs?
 How to Use the Collect Logs Screen Batch Mode
To Create a Log Collection
119
 120
How to Use the Log Collections Screen
 To View Details of Log Collections
To Download Collected Logs
121
 Log files use the following naming conventions For ICM
Log File Naming Conventions
To Delete a Log Collection
To Rename a Log Collection
 123
How to Use the Collect Logs Screen Interactive Mode
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 125
Using Cisco Tools from a Command Line
 126
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
 How to Use the Processes Utility from a Command Line
Viewing and Stopping a Service Examples
To Run the Processes Utility from a Command Line
 132
Using the Processes Utility from a Command Line
 133
Viewing and Killing a Service Examples
Kill Terminates a started process on the target system
Server
 To Run the System Interrogate Utility from a Command Line
Using the System Interrogate Utility from a Command Line
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 135
Repository on the application server
 Viewing System Information Examples
How to Use the Registry Utility from a Command Line
 To Run the Registry Utility from a Command Line
Using the Registry Utility from a Command Line
137
 Command Description
Instance whose registry values will be returned
138
 Timestamp.xml
Viewing Registry Information Examples
Invokes the Registry utility
Named customer1
 To Run the Compare Registries Utility from a Command Line
Using the Compare Registries Utility from a Command Line
140
 Compare, comp
By SRC =
141
 142
Compare Registries Examples
 143
How to Use the Log Groups Utility from a Command Line
Cases these may not be identical instances
Apply
 144
To Run the Log Groups Utility from a Command Line
Using the Log Groups Utility from a Command Line
Enter lgtool
 145
Rl logname Lsl Lgdesc description Closelg Lslg
 Creating a Log Group Examples
Repository Renameloggroup, renlg
146
 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
 148
Ccolreq Specifies the new collections name
Lcdesc Seticmbinary, bin
Endtime
 149
Downloadlog, download
 Log Collection Examples
As your application server
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 152
 153
Part 6 Using Cisco Common Tools
 154
Call Routers but can X be run from any ICM component
 Vrutrace Use to output tracing information from a Voice
Utility Description Name
155
 156
 157
Using Cisco Common Tools
How to Use the CICMan Utility
To Access CICMan from the Dashboard
 To Access CICMan from a Command Line on a Node
Using CICMan Command line Options
158
 How to Use the CTITest Utility
To Access CTITest from the Dashboard
159
 To Access CTITest from a Command Line on a Node
Using CTITest Configuring
160
 Using CTITest Opening a Session
Using CTITest Logging
161
 Below is list of frequently used commands in CTITest
Command Parameters
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 163
How to Use the DBDiff Utility
To Access DBDiff from the Dashboard
Command
 164
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
 To Access MPTrace from a Command Line on a Node
Using MPTrace Command Line Options
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 168
How to Use the Nicroi Utility
To Access Nicroi from the Dashboard
To Access Nicroi from a Command Line on a Node
 Using Tracing in Nicroi
Capturing Nicroi Data to niclog.xxx
169
 Capturing Nicroi Data to Roilog.txt
Copying Nicroi Log Files
170
 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
 To Access OPCTest from a Command Line on a Node
Using OPCTest
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 175
 Example
Debug Information
176
 Exiting and Quitting OPCTest
How to Use the Procmon Utility
To Access Procmon from the Dashboard
Use the quit command to exit OPCTest
 To Access Procmon from a Command Line on a Node
Using Procmon
Procmon Basic Commands
 How to Use the RTRTrace Utility
Procmon Process-Specific and Troubleshooting Commands
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 180
How to Use the RTTest Utility
Accessing RTRTrace
To Access RTTest from the Dashboard
 To Access RTTest from a Command Line on a Node
Using RTTest
181
 Status Output Process
Process LastStateChange LastHeartBeat
182
 Process synchronized
Equipment use UTC time as a common time reference
Transfer to the other side
Signifies that the process is running fine
 Status Output Controller
With the ICM call router
Date Current date Time Current local time
 Data are sent to the ICM peripheral gateway
Status Output Peripheral
ICM peripheral gateway
Been established with the ICM peripheral gateway
 186
Parameter Descriptions
 187
 188
Turning up ICM Call Router Tracing with RTTest
 189
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
 191
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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 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
 198
 Use the CAT utility to display, print, and combine files
Using 3rd Party Common Tools
Arp -a
Cat
 To Access CAT from the Dashboard
Using CAT Command Line Options
200
 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
 203
To Access DF from the Dashboard
 204
Using DF Command Line Options
To Access Diff from the Dashboard
Diff
 205
Using Diff Command Line Options
 To Access DU from the Dashboard
Using DU Command Line Options
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 207
To Access FGrep from the Dashboard
Using FGrep Command Line Options
Fgrep
 To Access Findstr from the Dashboard
FindStr
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Using Findstr Command Line Options
 To Access Grep from the Dashboard
Grep
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Using Grep Command Line Options
 212
To Access Head from the Dashboard
Using Head Command Line Options
Head
 IPConfig /all
Count defaults to
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To Access Isql from the Dashboard
 Using Isql
Isql uses the following options
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 216
Accessing ISQL/W
To Access LS from the Dashboard
Use the LS utility to view directory listings
 217
Using LS Command Line Options
 To Access MV from the Dashboard
Using MV Command Line Options
218
 To Access NBTStat from the Dashboard
NBTStat
219
 Using NBTStat Command Line Options
Net Session
220
 NetStat
To Access NetStat from the Dashboard
Net Statistics Server
Net Statistics Workstation
 222
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
 226
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
 Using Which Command Line Options
Winmsd
234
 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
 Openfiles
Relog
240
 To Access Relog from the Dashboard
Using Relog Command Line Options
241
 242
Answer yes to all questions without prompting Examples
 To Access Schtasks from the Dashboard
Schtasks
243
 Using Schtasks Command Line Options
SysteminfoTable
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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
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 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
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 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
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 257
IPSec Settings and Procedures
How to Examine Your IPSec Policy
Select the IP Security Policy Management snap-in
 How to Verif the PreShared Key
How to Enable/Disable the IPSec Policy
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 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
 Error Processing Request
Utilities Missing
269
 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