Support Tools Node Requirements | Cisco Systems 2.1(1) guide

Chapter 2

Support Tools Requirements and Compatibility

This section contains the following topics:

•Support Tools Node Requirements, page 15

•Support Tools Server Requirements, page 16

•Support Tools Server / Node Version Compatibility, page 17

•Support Tools Port Requirements, page 17

•Support Tools 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	All
Management (ICM) and IP
Contact Center (IPCC) Enterprise
and Hosted
Cisco CallManager (CCM)	3.x, 4.x	All
CTI Object Server (CTIOS)	4.6(2) and above	All
Cisco Unified Contact Center	4.0 and above	All
Express (CRS) (formerly IPCC
Express)
Cisco Unified IP IVR (CRS)	4.0 and above	All
Cisco Agent Desktop (CAD)	4.6(0) and above	All

Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1)

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Cisco Systems 2.1(1) manual Support Tools Node Requirements, This section contains the following topics

Contents

Cisco Support Tools User Guide for Cisco Unified Software Page Table of Contents Part 3. Installing, Upgrading and Configuring Support Tools Iii Part 4. The Support Tools DashboardPage Part 6. Using Cisco Common Tools 153 Page Vii 193 Viii Sqlew Part 8. Reference 249 Page List of Figures Xii Audience PrefacePurpose Conventions OrganizationRelated Documentation Cisco.com Obtaining Documentation Product Documentation DVD Ordering Documentation You can access international Cisco websites at this URLDocumentation Feedback Cisco Product Security Overview Reporting Security Problems in Cisco ProductsProduct 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 Page Page Chapter New Features in this Release New Features in this Release Cisco Intelligent Contact Above All Management ICM and IP Support Tools Node RequirementsThis section contains the following topics Support Tools Node Hardware Requirements Support Tools Server RequirementsSupport Tools Node Software Requirements Support Tools Server Hardware Requirements Support Tools Port Requirements Support Tools Server / Node Version CompatibilitySupport Tools Server OS Requirements Support Tools Server Network 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 Support Tools Node About Support Tools Network TopologySupport 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 router3rd 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 ModeWorking in Interactive Mode Pending Jobs Using Tools in Batch ModeCanceling 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 Page Part 3 Installing, Upgrading and Configuring Support Tools Page Support Tools Installation Tasks Installing Support ToolsAbout 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 AccountTo Create Support Tools User Groups How to Install the Support Tools Server How to Create the Distinguished User AccountPage Page How to Install the Support Tools Node Password field, enter your Windows password case-sensitive How to Test the Support Tools InstallationPress Enter. The Support Tools Dashboard Login screen opens Page Page 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 Using the Dashboard for the First Time Accessing the Dashboard and PrivilegesAccessing the Dashboard Accessing Utilities in 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 DashboardTo access the Support Tools Dashboard To Add a Node to the System List How to Use the System Management Screen To Test the Connection to a Node To Automatically Add CVP and Support Tools Server NodesTo Delete a Node from the System List Click the Add System Button Using the Select System Screen Using the Select System Screen Adding a Support Tools Node to the System List How to End a Dashboard SessionPage Page Part 5 Using Support Tools Web Tools Page How to Use the System Interrogate Screen Using Support Tools Utilities from the DashboardPage Mode Component & Sub-componentsInteractive 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 FilesTo View a Saved File To Download a File How to Use the Registry ScreenTo 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 AnotherTo Compare the Current System to a Saved Registry File 100 Understanding the Compare Registries DisplayClick the Compare Registries Files button 101 Viewing Registry Keys for Multiple Customer InstancesTo Copy Key Values Between Registries and Files 102 To Save a Registry Comparison to a File 103 How to Use the Processes ScreenTo View Processes To Save a Process How to Use the Services ScreenTo Terminate a Process 104 105 To View ServicesTo Stop or Start a Service 106 To Save the Services List to a FileTrace and Log 107 How to Use the Create Log Group ScreenTo Create a Log Group 108 Click Next 109 Viewing Log Groups How to Use the Log Groups ScreenEditing Log Groups Renaming Log Groups Deleting Log Groups How to Use the Create Trace Group Screen Batch ModeRefreshing the Log Groups Screen 111 112 How to Use the Create Trace Group Screen Interactive ModeCreating a Trace Group 113 How to Use the Trace Groups ScreenViewing a Trace Groups Settings 114 Viewing a Trace Groups FileEditing a Trace Group Deleting Trace Groups Renaming Trace GroupsRefreshing the Trace Groups Screen 115 116 How to Use the Schedule Trace ScreenScheduling a Trace Products Supported for Log Collection About Log CollectionCollect Logs General Steps 117 118 What are Merged Logs? 119 How to Use the Collect Logs Screen Batch ModeTo Create a Log Collection 120 How to Use the Log Collections Screen 121 To View Details of Log CollectionsTo Download Collected Logs To Delete a Log Collection Log File Naming ConventionsTo Rename a Log Collection Log files use the following naming conventions For ICM 123 How to Use the Collect Logs Screen Interactive Mode 124 125 Using Cisco Tools from a Command Line Selecting a System to Use Command-Line Mode vs Interactive ModeSelecting a Different Application Server 126 Selecting a Different Target System Getting Help for Command Line ToolsViewing a list of targetable systems Saving, Viewing, and Retrieving Files To Access the Services Utility from a Command Line How to Use the Services Utility from a Command LineEmbedded Spaces 128 Utility Displays syntax for a specified command Using the Services Utility from a Command LineSpecified, the utility is run on the local system Specified, the utility is run against the local system Stop Stops a started service on the target system Starting a serviceReadfile, 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 LineViewing and Stopping a Service Examples 132 Using the Processes Utility from a Command Line Kill Terminates a started process on the target system Viewing and Killing a Service ExamplesServer 133 134 To Run the System Interrogate Utility from a Command LineUsing the System Interrogate Utility from a Command Line 135 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 LineUsing the Registry Utility from a Command Line 138 Command DescriptionInstance whose registry values will be returned Invokes the Registry utility Viewing Registry Information ExamplesNamed customer1 Timestamp.xml 140 To Run the Compare Registries Utility from a Command LineUsing the Compare Registries Utility from a Command Line 141 Compare, compBy SRC = 142 Compare Registries Examples Cases these may not be identical instances How to Use the Log Groups Utility from a Command LineApply 143 Using the Log Groups Utility from a Command Line To Run the Log Groups Utility from a Command LineEnter lgtool 144 145 Rl logname Lsl Lgdesc description Closelg Lslg 146 Creating a Log Group ExamplesRepository Renameloggroup, renlg To Run the Log Collection Utility from a Command Line How to Use the Log Collection Utility from a Command LineUsing the Log Collection Utility from a Command Line Enter lctool Lcdesc Seticmbinary, bin Ccolreq Specifies the new collections nameEndtime 148 149 Downloadlog, download 150 Log Collection ExamplesAs your application server 151 152 153 Part 6 Using Cisco Common Tools 154 Call Routers but can X be run from any ICM component 155 Vrutrace Use to output tracing information from a VoiceUtility Description Name 156 How to Use the CICMan Utility Using Cisco Common ToolsTo Access CICMan from the Dashboard 157 158 To Access CICMan from a Command Line on a NodeUsing CICMan Command line Options 159 How to Use the CTITest UtilityTo Access CTITest from the Dashboard 160 To Access CTITest from a Command Line on a NodeUsing CTITest Configuring 161 Using CTITest Opening a SessionUsing CTITest Logging 162 Below is list of frequently used commands in CTITestCommand Parameters To Access DBDiff from the Dashboard How to Use the DBDiff UtilityCommand 163 To Access DBDiff from a Command Line on a Node How to Use the DumpCfg UtilityUsing DBDiff 164 To Access DumpCfg from the Dashboard How to Use the Icmdba UtilityTo Access DumpCfg from a Command Line on a Node Using DumpCfg Accessing Icmdba How to Use the MPTrace UtilityTo Access MPTrace from the Dashboard To run MPTrace from the Support Tools Dashboard 167 To Access MPTrace from a Command Line on a NodeUsing MPTrace Command Line Options To Access Nicroi from the Dashboard How to Use the Nicroi UtilityTo Access Nicroi from a Command Line on a Node 168 169 Using Tracing in NicroiCapturing Nicroi Data to niclog.xxx 170 Capturing Nicroi Data to Roilog.txtCopying Nicroi Log Files Setting the Download Directory How to Use the NMStart UtilityTo Access NMStart from the Dashboard Transferring Files To Access NMStart from a Command Line on a Node How to Use the NMStop UtilityUsing NMStart To Access NMStop from the Dashboard To Access NMStop from a Command Line on a Node How to Use the OPCTest UtilityUsing NMStop To Access OPCTest from the Dashboard 174 To Access OPCTest from a Command Line on a NodeUsing OPCTest 175 176 ExampleDebug Information To Access Procmon from the Dashboard How to Use the Procmon UtilityUse the quit command to exit OPCTest Exiting and Quitting OPCTest Procmon Basic Commands To Access Procmon from a Command Line on a NodeUsing Procmon 179 How to Use the RTRTrace UtilityProcmon Process-Specific and Troubleshooting Commands Accessing RTRTrace How to Use the RTTest UtilityTo Access RTTest from the Dashboard 180 181 To Access RTTest from a Command Line on a NodeUsing RTTest 182 Status Output ProcessProcess LastStateChange LastHeartBeat Transfer to the other side Equipment use UTC time as a common time referenceSignifies that the process is running fine Process synchronized Date Current date Time Current local time Status Output ControllerWith the ICM call router ICM peripheral gateway Status Output PeripheralBeen established with the ICM peripheral gateway Data are sent to the ICM peripheral gateway 186 Parameter Descriptions 187 188 Turning up ICM Call Router Tracing with RTTest 189 Turning Off Debug Tracing in RTTest How to Use the VRUTrace Utility How to Use the SS7NICTrace UtilityAccessing SS7NICTrace To Access VRUTrace from the Dashboard Using VRUTrace Command Line Options To Access VRUTrace from a Command Line on a NodeVRUTrace Examples 191 192 193 Utility Name DescriptionSystems 194 195 196 Their properties EventtriggersNetwork Logman TasklistCSV Displays a list of applications and services Tasklist Displays a list of applications and servicesProperties, such as RAM, disk space, Network cards Taskkill 197 198 Arp -a Using 3rd Party Common ToolsCat Use the CAT utility to display, print, and combine files 200 To Access CAT from the DashboardUsing CAT Command Line Options Using Chmod Command Line Options To Access Chmod from the DashboardChmod Use the Chmod utility to set file permissions Using CP Command Line Options To Access CP from the DashboardUse the CP utility to copy files 202 203 To Access DF from the Dashboard To Access Diff from the Dashboard Using DF Command Line OptionsDiff 204 205 Using Diff Command Line Options 206 To Access DU from the DashboardUsing DU Command Line Options Using FGrep Command Line Options To Access FGrep from the DashboardFgrep 207 208 To Access Findstr from the DashboardFindStr 209 Using Findstr Command Line Options 210 To Access Grep from the DashboardGrep 211 Using Grep Command Line Options Using Head Command Line Options To Access Head from the DashboardHead 212 213 IPConfig /allCount defaults to 214 To Access Isql from the Dashboard 215 Using IsqlIsql uses the following options To Access LS from the Dashboard Accessing ISQL/WUse the LS utility to view directory listings 216 217 Using LS Command Line Options 218 To Access MV from the DashboardUsing MV Command Line Options 219 To Access NBTStat from the DashboardNBTStat 220 Using NBTStat Command Line OptionsNet Session Net Statistics Server To Access NetStat from the DashboardNet Statistics Workstation NetStat To Access NSLookup from the Dashboard Using NetStat Command Line OptionsNSLookUp 222 To Access PathPing from the Dashboard Using NSLookup Command Line OptionsUsing PathPing Command Line Options PathPing Using Ping Command Line Options To Access Ping from the DashboardPing Options for Ping are 225 PStat Using RM Command Line Options To Access RM from the DashboardRoute -PRINT 226 Using Stopshut Command Line Options To Access Stopshut from the DashboardShutdown Tool StopShut To Access Strings from the Dashboard Accessing SqlewStrings 228 To Access Tail from the Dashboard Using Strings Command Line OptionsTail 229 To Access Touch from the Dashboard Using Tail Command Line OptionsTouch 230 231 Using Touch Command Line Options Using Tracert Command Line Options To Access Tracert from the DashboardTo Access WC from the Dashboard Tracert To Access Which from the Dashboard Using WC Command Line OptionsWhich 233 234 Using Which Command Line OptionsWinmsd Accessing WinMSD BootcfgqryDisplays the Boot.ini file settings of the selected system NetshDump Defragreport To Access Eventtriggers from the DashboardDriverquery Eventtriggers To Access Logman from the Dashboard Using Eventtriggers Command Line OptionsGetmac Logman 238 Logman Command Line options 239 240 OpenfilesRelog 241 To Access Relog from the DashboardUsing Relog Command Line Options 242 Answer yes to all questions without prompting Examples 243 To Access Schtasks from the DashboardSchtasks 244 Using Schtasks Command Line OptionsSysteminfoTable SysteminfoCSV SysteminfoListTaskkill 245 Eq, ne Eq, ne Service nameEq, ne Image name Eq, ne, gt, lt, ge, le PID value Tasklist TasklistTableTasklistCSV 247 248 249 Part 8 Reference 250 251 Starting and Stopping Support Tools Server/Node Processes How to Stop and Start the Support Tools Server How to Enable/Disable the Stpa ProcessHow Stop and Start the Node Agent Service 252 253 254 How to View Support ToolsInstall Logs How to View Support Tools LogsHow to View Support Tools Server and Stna Log Files How to View Stpa Log Files 256 How to Examine Your IPSec Policy IPSec Settings and ProceduresSelect the IP Security Policy Management snap-in 257 258 How to Verif the PreShared KeyHow 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 Installation Problems Support Tools TroubleshootingInstall Hangs Support Tools Fails to Install Support Tools Installs Disabled Dashboard TroubleshootingConnection Problems Services are not created and/or do not start Can Access Dashboard Login Page but cannot log Login ProblemsIncorrect or invalid username or password entered Re-enter username and password as follows Network Users Error When Selecting Host Utility ProblemsSupport Tools Server fails to connect to the Node Agent Local Users 269 Error Processing RequestUtilities Missing Error Processing Request Dashboard ProblemsDashboard Will Not Load Dashboard Online Help Does Not Display Popup blockers enabled on client machine Dashboard online help does not display when selectedDisable popup blocking 271 272 Index Index