Cisco Support Tools User Guide for Cisco Unified Software
Page
 Table of Contents
 Part 3. Installing, Upgrading and Configuring Support Tools
 Part 4. The Support Tools Dashboard
Iii
Page
 Part 6. Using Cisco Common Tools 153
Page
 193
Vii
 Sqlew
Viii
 Part 8. Reference 249
Page
 List of Figures
 Xii
 Audience
Preface
Purpose
 Conventions
Organization
Related Documentation
 Obtaining Documentation
Cisco.com
 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
 Obtaining Technical Assistance
Cisco Technical Support & Documentation Website
 Submitting a Service Request
Definitions of Service Request Severity
 Obtaining Additional Publications and Information
 Preface Obtaining Additional Publications and Information
 Preface Obtaining Additional Publications and Information
Page
Page
 New Features in this Release
Chapter
 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 Requirements
Support Tools Node Hardware Requirements
Support Tools Node Software Requirements
Support Tools Server Hardware Requirements
 Support Tools Server / Node Version Compatibility
Support Tools Port Requirements
Support Tools Server OS Requirements
Support Tools Server Network Requirements
 Support Tools Dashboard Web Browser Requirements
Support Tools Listening Port
 Part 2 Support Tools Overview
Page
 Key Features
About Cisco Support Tools
 Key Features
About Support Tools Components
 Support Tools Node
About Support Tools Network Topology
Support Tools Server
 Frequently Asked Questions
What is the benefit of Support Tools?
 Who can use Support Tools?
 About Cisco Support Tools Frequently Asked Questions
 About Support Tools Utilities
Support Tools Utilities List
 Web Tools
Trace and Log 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
 Command-Line vs GUI Access
Non-Dashboard Utilities
 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
 Support Tools Security Features
About Support Tools Security
 Using IPSecurity with Support Tools
Automated IPSec Implementation
 Manual IPSec Implementation
Page
 Part 3 Installing, Upgrading and Configuring Support Tools
Page
 Support Tools Installation Tasks
Installing Support Tools
About Installing Support Tools
 Collect information for the install
 Post-Installation Configuration
How to Collect Information for Support Tools Installation
 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 Create the Distinguished User Account
How to Install the Support Tools Server
Page
Page
 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
Page
Page
 Configuring Support Tools
About Configuring Support Tools
 How to Modify Support Tools Basic Configuration
 How to Disable Continuous Virus Scan for the Repository
TCP/IP Port
 Supporttoolsroot\repository\system files\
Page
 Configuration of sysquery and Trace
List/wmi.asp
 Uninstalling, Reinstalling and Upgrading Support Tools
How to Uninstall Support Tools
 How to Reinstall Support Tools
Upgrading Support Tools
 Part 4 The Support Tools Dashboard
Page
 Using the Support Tools Dashboard
Support Tools Dashboard
 Accessing the Dashboard and Privileges
Using the Dashboard for the First Time
Accessing the Dashboard
Accessing Utilities in the Dashboard
 Selecting a System to Work With in Interactive Mode
Adding a System to the System List
 Navigating and Refreshing Pages in the Dashboard
How to Access the Support Tools Dashboard
To access the Support Tools Dashboard
 How to Use the System Management Screen
To Add a Node to the System List
 To Automatically Add CVP and Support Tools Server Nodes
To Test the Connection to a Node
To Delete a Node from the System List
Click the Add System Button
 Using the Select System Screen
Using the Select System Screen
 How to End a Dashboard Session
Adding a Support Tools Node to the System List
Page
Page
 Part 5 Using Support Tools Web Tools
Page
 Using Support Tools Utilities from the Dashboard
How to Use the System Interrogate Screen
Page
 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
 To Retrieve System Information in Interactive Mode
Cisco Support Tools
 To Retrieve System Information in Batch Mode
To Save System Information to a File
 How to Use the History Screens
To Save Files Returned from a System Interrogate
 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
 How to Use the Registry Compare Screen
To use the Registry 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
 To Save a Registry Comparison to a File
102
 103
How to Use the Processes Screen
To View Processes
 How to Use the Services Screen
To Save a Process
To Terminate a Process
104
 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
 Click Next
108
 109
 How to Use the Log Groups Screen
Viewing Log Groups
Editing Log Groups
Renaming Log Groups
 How to Use the Create Trace Group Screen Batch Mode
Deleting Log Groups
Refreshing the Log Groups Screen
111
 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
 114
Viewing a Trace Groups File
Editing a Trace Group
 Renaming Trace Groups
Deleting Trace Groups
Refreshing the Trace Groups Screen
115
 116
How to Use the Schedule Trace Screen
Scheduling a Trace
 About Log Collection
Products Supported for Log Collection
Collect Logs General Steps
117
 What are Merged Logs?
118
 119
How to Use the Collect Logs Screen Batch Mode
To Create a Log Collection
 How to Use the Log Collections Screen
120
 121
To View Details of Log Collections
To Download Collected Logs
 Log File Naming Conventions
To Delete a Log Collection
To Rename a Log Collection
Log files use the following naming conventions For ICM
 How to Use the Collect Logs Screen Interactive Mode
123
 124
 Using Cisco Tools from a Command Line
125
 Command-Line Mode vs Interactive Mode
Selecting a System to Use
Selecting a Different Application Server
126
 Getting Help for Command Line Tools
Selecting a Different Target System
Viewing a list of targetable systems
Saving, Viewing, and Retrieving Files
 How to Use the Services Utility from a Command Line
To Access the Services Utility from a Command Line
Embedded Spaces
128
 Using the Services Utility from a Command Line
Utility Displays syntax for a specified command
Specified, the utility is run on the local system
Specified, the utility is run against the local system
 Starting a service
Stop Stops a started service on the target system
Readfile, read Directs command input to another input file
Quit, q Ends the program
 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
 Using the Processes Utility from a Command Line
132
 Viewing and Killing a Service Examples
Kill Terminates a started process on the target system
Server
133
 134
To Run the System Interrogate Utility from a Command Line
Using the System Interrogate Utility from a Command Line
 Repository on the application server
135
 How to Use the Registry Utility from a Command Line
Viewing System Information Examples
 137
To Run the Registry Utility from a Command Line
Using the Registry Utility from a Command Line
 138
Command Description
Instance whose registry values will be returned
 Viewing Registry Information Examples
Invokes the Registry utility
Named customer1
Timestamp.xml
 140
To Run the Compare Registries Utility from a Command Line
Using the Compare Registries Utility from a Command Line
 141
Compare, comp
By SRC =
 Compare Registries Examples
142
 How to Use the Log Groups Utility from a Command Line
Cases these may not be identical instances
Apply
143
 To Run the Log Groups Utility from a Command Line
Using the Log Groups Utility from a Command Line
Enter lgtool
144
 Rl logname Lsl Lgdesc description Closelg Lslg
145
 146
Creating a Log Group Examples
Repository Renameloggroup, renlg
 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
Enter lctool
 Ccolreq Specifies the new collections name
Lcdesc Seticmbinary, bin
Endtime
148
 Downloadlog, download
149
 150
Log Collection Examples
As your application server
 151
 152
 Part 6 Using Cisco Common Tools
153
 Call Routers but can X be run from any ICM component
154
 155
Vrutrace Use to output tracing information from a Voice
Utility Description Name
 156
 Using Cisco Common Tools
How to Use the CICMan Utility
To Access CICMan from the Dashboard
157
 158
To Access CICMan from a Command Line on a Node
Using CICMan Command line Options
 159
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
 161
Using CTITest Opening a Session
Using CTITest Logging
 162
Below is list of frequently used commands in CTITest
Command Parameters
 How to Use the DBDiff Utility
To Access DBDiff from the Dashboard
Command
163
 How to Use the DumpCfg Utility
To Access DBDiff from a Command Line on a Node
Using DBDiff
164
 How to Use the Icmdba Utility
To Access DumpCfg from the Dashboard
To Access DumpCfg from a Command Line on a Node
Using DumpCfg
 How to Use the MPTrace Utility
Accessing Icmdba
To Access MPTrace from the Dashboard
To run MPTrace from the Support Tools Dashboard
 167
To Access MPTrace from a Command Line on a Node
Using MPTrace Command Line Options
 How to Use the Nicroi Utility
To Access Nicroi from the Dashboard
To Access Nicroi from a Command Line on a Node
168
 169
Using Tracing in Nicroi
Capturing Nicroi Data to niclog.xxx
 170
Capturing Nicroi Data to Roilog.txt
Copying Nicroi Log Files
 How to Use the NMStart Utility
Setting the Download Directory
To Access NMStart from the Dashboard
Transferring Files
 How to Use the NMStop Utility
To Access NMStart from a Command Line on a Node
Using NMStart
To Access NMStop 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 the Dashboard
 174
To Access OPCTest from a Command Line on a Node
Using OPCTest
 175
 176
Example
Debug Information
 How to Use the Procmon Utility
To Access Procmon from the Dashboard
Use the quit command to exit OPCTest
Exiting and Quitting 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
 How to Use the RTTest Utility
Accessing RTRTrace
To Access RTTest from the Dashboard
180
 181
To Access RTTest from a Command Line on a Node
Using RTTest
 182
Status Output Process
Process LastStateChange LastHeartBeat
 Equipment use UTC time as a common time reference
Transfer to the other side
Signifies that the process is running fine
Process synchronized
 Date Current date Time Current local time
Status Output Controller
With the ICM call router
 Status Output Peripheral
ICM peripheral gateway
Been established with the ICM peripheral gateway
Data are sent to the ICM peripheral gateway
 Parameter Descriptions
186
 187
 Turning up ICM Call Router Tracing with RTTest
188
 Turning Off Debug Tracing in RTTest
189
 How to Use the SS7NICTrace Utility
How to Use the VRUTrace Utility
Accessing SS7NICTrace
To Access VRUTrace from the Dashboard
 To Access VRUTrace from a Command Line on a Node
Using VRUTrace Command Line Options
VRUTrace Examples
191
 192
 193
Utility Name Description
Systems
 194
 195
 196
Their properties Eventtriggers
Network Logman
 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
197
 198
 Using 3rd Party Common Tools
Arp -a
Cat
Use the CAT utility to display, print, and combine files
 200
To Access CAT from the Dashboard
Using CAT Command Line Options
 To Access Chmod from the Dashboard
Using Chmod Command Line Options
Chmod
Use the Chmod utility to set file permissions
 To Access CP from the Dashboard
Using CP Command Line Options
Use the CP utility to copy files
202
 To Access DF from the Dashboard
203
 Using DF Command Line Options
To Access Diff from the Dashboard
Diff
204
 Using Diff Command Line Options
205
 206
To Access DU from the Dashboard
Using DU Command Line Options
 To Access FGrep from the Dashboard
Using FGrep Command Line Options
Fgrep
207
 208
To Access Findstr from the Dashboard
FindStr
 Using Findstr Command Line Options
209
 210
To Access Grep from the Dashboard
Grep
 Using Grep Command Line Options
211
 To Access Head from the Dashboard
Using Head Command Line Options
Head
212
 213
IPConfig /all
Count defaults to
 To Access Isql from the Dashboard
214
 215
Using Isql
Isql uses the following options
 Accessing ISQL/W
To Access LS from the Dashboard
Use the LS utility to view directory listings
216
 Using LS Command Line Options
217
 218
To Access MV from the Dashboard
Using MV Command Line Options
 219
To Access NBTStat from the Dashboard
NBTStat
 220
Using NBTStat Command Line Options
Net Session
 To Access NetStat from the Dashboard
Net Statistics Server
Net Statistics Workstation
NetStat
 Using NetStat Command Line Options
To Access NSLookup from the Dashboard
NSLookUp
222
 Using NSLookup Command Line Options
To Access PathPing from the Dashboard
Using PathPing Command Line Options
PathPing
 To Access Ping from the Dashboard
Using Ping Command Line Options
Ping
Options for Ping are
 PStat
225
 To Access RM from the Dashboard
Using RM Command Line Options
Route -PRINT
226
 To Access Stopshut from the Dashboard
Using Stopshut Command Line Options
Shutdown Tool
StopShut
 Accessing Sqlew
To Access Strings from the Dashboard
Strings
228
 Using Strings Command Line Options
To Access Tail from the Dashboard
Tail
229
 Using Tail Command Line Options
To Access Touch from the Dashboard
Touch
230
 Using Touch Command Line Options
231
 To Access Tracert from the Dashboard
Using Tracert Command Line Options
To Access WC from the Dashboard
Tracert
 Using WC Command Line Options
To Access Which from the Dashboard
Which
233
 234
Using Which Command Line Options
Winmsd
 Bootcfgqry
Accessing WinMSD
Displays the Boot.ini file settings of the selected system
NetshDump
 To Access Eventtriggers from the Dashboard
Defragreport
Driverquery
Eventtriggers
 Using Eventtriggers Command Line Options
To Access Logman from the Dashboard
Getmac
Logman
 Logman Command Line options
238
 239
 240
Openfiles
Relog
 241
To Access Relog from the Dashboard
Using Relog Command Line Options
 Answer yes to all questions without prompting Examples
242
 243
To Access Schtasks from the Dashboard
Schtasks
 244
Using Schtasks Command Line Options
SysteminfoTable
 SysteminfoList
SysteminfoCSV
Taskkill
245
 Eq, ne Service name
Eq, ne
Eq, ne Image name
Eq, ne, gt, lt, ge, le PID value
 TasklistTable
Tasklist
TasklistCSV
247
 248
 Part 8 Reference
249
 250
 Starting and Stopping Support Tools Server/Node Processes
251
 How to Enable/Disable the Stpa Process
How to Stop and Start the Support Tools Server
How Stop and Start the Node Agent Service
252
 253
 254
 How to View Support Tools Logs
How to View Support ToolsInstall Logs
How to View Support Tools Server and Stna Log Files
How to View Stpa Log Files
 256
 IPSec Settings and Procedures
How to Examine Your IPSec Policy
Select the IP Security Policy Management snap-in
257
 258
How to Verif the PreShared Key
How to Enable/Disable the IPSec Policy
 259
 260
 How to Modify the Login Screen Disclaimer
261
 262
 How to Confirm the Support Tools Build Number
263
 264
 Support Tools Troubleshooting
Installation Problems
Install Hangs
Support Tools Fails to Install
 Dashboard Troubleshooting
Support Tools Installs Disabled
Connection Problems
Services are not created and/or do not start
 Login Problems
Can Access Dashboard Login Page but cannot log
Incorrect or invalid username or password entered
Re-enter username and password as follows Network Users
 Utility Problems
Error When Selecting Host
Support Tools Server fails to connect to the Node Agent
Local Users
 269
Error Processing Request
Utilities Missing
 Dashboard Problems
Error Processing Request
Dashboard Will Not Load
Dashboard Online Help Does Not Display
 Dashboard online help does not display when selected
Popup blockers enabled on client machine
Disable popup blocking
271
 272
 Index
Index