Frequently Asked Questions | Cisco Systems 2.1(1) specs

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

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 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)

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Cisco Systems 2.1(1) manual Frequently Asked Questions, What is the benefit of Support Tools?

Contents

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 IiiPage Part 6. Using Cisco Common Tools 153 Page 193 Vii Sqlew Viii Part 8. Reference 249 Page List of Figures Xii Audience PrefacePurpose Conventions OrganizationRelated Documentation Obtaining Documentation Cisco.com 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 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 RequirementsThis section contains the following topics Support Tools Node Software Requirements Support Tools Server RequirementsSupport Tools Node Hardware Requirements Support Tools Server Hardware Requirements Support Tools Server OS Requirements Support Tools Server / Node Version CompatibilitySupport Tools Port 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 TopologySupport 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 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 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 ModeWorking in Interactive Mode Pending Jobs Using Tools in Batch ModeCanceling 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 ToolsAbout 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 AccountTo Create Support Tools User Groups How to Create the Distinguished User Account How to Install the Support Tools ServerPage 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 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 Accessing the Dashboard and PrivilegesUsing the Dashboard for the First Time 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 DashboardTo access the Support Tools Dashboard How to Use the System Management Screen To Add a Node to the System List To Delete a Node from the System List To Automatically Add CVP and Support Tools Server NodesTo Test the Connection to a Node 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 ListPage Page Part 5 Using Support Tools Web Tools Page Using Support Tools Utilities from the Dashboard How to Use the System Interrogate ScreenPage 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 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 FilesTo View a Saved File To Download a File How to Use the Registry ScreenTo 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 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 To Save a Registry Comparison to a File 102 103 How to Use the Processes ScreenTo View Processes To Terminate a Process How to Use the Services ScreenTo Save 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 Click Next 108 109 Editing Log Groups How to Use the Log Groups ScreenViewing Log Groups Renaming Log Groups Refreshing the Log Groups Screen How to Use the Create Trace Group Screen Batch ModeDeleting Log Groups 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 Refreshing the Trace Groups Screen Renaming Trace GroupsDeleting Trace Groups 115 116 How to Use the Schedule Trace ScreenScheduling a Trace Collect Logs General Steps About Log CollectionProducts Supported for Log Collection 117 What are Merged Logs? 118 119 How to Use the Collect Logs Screen Batch ModeTo Create a Log Collection How to Use the Log Collections Screen 120 121 To View Details of Log CollectionsTo Download Collected Logs To Rename a Log Collection Log File Naming ConventionsTo Delete 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 Selecting a Different Application Server Command-Line Mode vs Interactive ModeSelecting a System to Use 126 Viewing a list of targetable systems Getting Help for Command Line ToolsSelecting a Different Target System Saving, Viewing, and Retrieving Files Embedded Spaces How to Use the Services Utility from a Command LineTo Access the Services Utility from a Command Line 128 Specified, the utility is run on the local system Using the Services Utility from a Command LineUtility Displays syntax for a specified command Specified, the utility is run against the local system Readfile, read Directs command input to another input file Starting a serviceStop Stops a started service on the target system 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 Using the Processes Utility from a Command Line 132 Server Viewing and Killing a Service ExamplesKill Terminates a started process on the target system 133 134 To Run the System Interrogate Utility from a Command LineUsing 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 LineUsing the Registry Utility from a Command Line 138 Command DescriptionInstance whose registry values will be returned Named customer1 Viewing Registry Information ExamplesInvokes the Registry utility 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 = Compare Registries Examples 142 Apply How to Use the Log Groups Utility from a Command LineCases these may not be identical instances 143 Enter lgtool To Run the Log Groups Utility from a Command LineUsing the Log Groups Utility from a Command Line 144 Rl logname Lsl Lgdesc description Closelg Lslg 145 146 Creating a Log Group ExamplesRepository Renameloggroup, renlg Using the Log Collection Utility from a Command Line How to Use the Log Collection Utility from a Command LineTo Run the Log Collection Utility from a Command Line Enter lctool Endtime Ccolreq Specifies the new collections nameLcdesc Seticmbinary, bin 148 Downloadlog, download 149 150 Log Collection ExamplesAs 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 VoiceUtility Description Name 156 To Access CICMan from the Dashboard Using Cisco Common ToolsHow to Use the CICMan Utility 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 Command How to Use the DBDiff UtilityTo Access DBDiff from the Dashboard 163 Using DBDiff How to Use the DumpCfg UtilityTo Access DBDiff from a Command Line on a Node 164 To Access DumpCfg from a Command Line on a Node How to Use the Icmdba UtilityTo Access DumpCfg from the Dashboard Using DumpCfg To Access MPTrace from the Dashboard How to Use the MPTrace UtilityAccessing Icmdba 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 a Command Line on a Node How to Use the Nicroi UtilityTo Access Nicroi from the Dashboard 168 169 Using Tracing in NicroiCapturing Nicroi Data to niclog.xxx 170 Capturing Nicroi Data to Roilog.txtCopying Nicroi Log Files To Access NMStart from the Dashboard How to Use the NMStart UtilitySetting the Download Directory Transferring Files Using NMStart How to Use the NMStop UtilityTo Access NMStart from a Command Line on a Node To Access NMStop from the Dashboard Using NMStop How to Use the OPCTest UtilityTo Access NMStop from a Command Line on a Node To Access OPCTest from the Dashboard 174 To Access OPCTest from a Command Line on a NodeUsing OPCTest 175 176 ExampleDebug Information Use the quit command to exit OPCTest How to Use the Procmon UtilityTo Access Procmon from the Dashboard 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 To Access RTTest from the Dashboard How to Use the RTTest UtilityAccessing RTRTrace 180 181 To Access RTTest from a Command Line on a NodeUsing RTTest 182 Status Output ProcessProcess LastStateChange LastHeartBeat Signifies that the process is running fine Equipment use UTC time as a common time referenceTransfer to the other side Process synchronized Date Current date Time Current local time Status Output ControllerWith the ICM call router Been established with the ICM peripheral gateway Status Output PeripheralICM 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 Accessing SS7NICTrace How to Use the SS7NICTrace UtilityHow to Use the VRUTrace Utility To Access VRUTrace from the Dashboard VRUTrace Examples To Access VRUTrace from a Command Line on a NodeUsing VRUTrace Command Line Options 191 192 193 Utility Name DescriptionSystems 194 195 196 Their properties EventtriggersNetwork Logman Properties, such as RAM, disk space, Network cards Taskkill Tasklist Displays a list of applications and servicesTasklistCSV Displays a list of applications and services 197 198 Cat Using 3rd Party Common ToolsArp -a Use the CAT utility to display, print, and combine files 200 To Access CAT from the DashboardUsing CAT Command Line Options Chmod To Access Chmod from the DashboardUsing Chmod Command Line Options Use the Chmod utility to set file permissions Use the CP utility to copy files To Access CP from the DashboardUsing CP Command Line Options 202 To Access DF from the Dashboard 203 Diff Using DF Command Line OptionsTo Access Diff from the Dashboard 204 Using Diff Command Line Options 205 206 To Access DU from the DashboardUsing DU Command Line Options Fgrep To Access FGrep from the DashboardUsing FGrep Command Line Options 207 208 To Access Findstr from the DashboardFindStr Using Findstr Command Line Options 209 210 To Access Grep from the DashboardGrep Using Grep Command Line Options 211 Head To Access Head from the DashboardUsing Head Command Line Options 212 213 IPConfig /allCount defaults to To Access Isql from the Dashboard 214 215 Using IsqlIsql uses the following options Use the LS utility to view directory listings Accessing ISQL/WTo Access LS from the Dashboard 216 Using LS Command Line Options 217 218 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 Workstation To Access NetStat from the DashboardNet Statistics Server NetStat NSLookUp Using NetStat Command Line OptionsTo Access NSLookup from the Dashboard 222 Using PathPing Command Line Options Using NSLookup Command Line OptionsTo Access PathPing from the Dashboard PathPing Ping To Access Ping from the DashboardUsing Ping Command Line Options Options for Ping are PStat 225 Route -PRINT To Access RM from the DashboardUsing RM Command Line Options 226 Shutdown Tool To Access Stopshut from the DashboardUsing Stopshut Command Line Options StopShut Strings Accessing SqlewTo Access Strings from the Dashboard 228 Tail Using Strings Command Line OptionsTo Access Tail from the Dashboard 229 Touch Using Tail Command Line OptionsTo Access Touch from the Dashboard 230 Using Touch Command Line Options 231 To Access WC from the Dashboard To Access Tracert from the DashboardUsing Tracert Command Line Options Tracert Which Using WC Command Line OptionsTo Access Which from the Dashboard 233 234 Using Which Command Line OptionsWinmsd Displays the Boot.ini file settings of the selected system BootcfgqryAccessing WinMSD NetshDump Driverquery To Access Eventtriggers from the DashboardDefragreport Eventtriggers Getmac Using Eventtriggers Command Line OptionsTo Access Logman from the Dashboard Logman Logman Command Line options 238 239 240 OpenfilesRelog 241 To Access Relog from the DashboardUsing Relog Command Line Options Answer yes to all questions without prompting Examples 242 243 To Access Schtasks from the DashboardSchtasks 244 Using Schtasks Command Line OptionsSysteminfoTable Taskkill SysteminfoListSysteminfoCSV 245 Eq, ne Image name Eq, ne Service nameEq, ne Eq, ne, gt, lt, ge, le PID value TasklistCSV TasklistTableTasklist 247 248 Part 8 Reference 249 250 Starting and Stopping Support Tools Server/Node Processes 251 How Stop and Start the Node Agent Service How to Enable/Disable the Stpa ProcessHow to Stop and Start the Support Tools Server 252 253 254 How to View Support Tools Server and Stna Log Files How to View Support Tools LogsHow to View Support ToolsInstall Logs How to View Stpa Log Files 256 Select the IP Security Policy Management snap-in IPSec Settings and ProceduresHow to Examine Your IPSec Policy 257 258 How to Verif the PreShared KeyHow 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 Install Hangs Support Tools TroubleshootingInstallation Problems Support Tools Fails to Install Connection Problems Dashboard TroubleshootingSupport Tools Installs Disabled Services are not created and/or do not start Incorrect or invalid username or password entered Login ProblemsCan Access Dashboard Login Page but cannot log Re-enter username and password as follows Network Users Support Tools Server fails to connect to the Node Agent Utility ProblemsError When Selecting Host Local Users 269 Error Processing RequestUtilities Missing Dashboard Will Not Load Dashboard ProblemsError Processing Request Dashboard Online Help Does Not Display Disable popup blocking Dashboard online help does not display when selectedPopup blockers enabled on client machine 271 272 Index Index