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Cisco Systems 2.1(1) manual Post-Installation Configuration

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Chapter 7: Installing Support Tools

About Installing Support Tools

Install the Support Tools Node

Install the Support Tools Node on each ICM or related Cisco Product you want to manage through Support Tools. The Support Tools Nodes installation includes:

•The Support Tools Node Agent Service

•Support Tools Web utilities and certain Unix-style 3rd Party Common Tools.

•Support Tools documentation

Note: Other Support Tools utilities are not part of the Support Tools installation. Rather, these utilities already exist on each node, distributed as part of standard ICM and Windows installations.

Enable ports for Support Tools

Support Tools uses the following ports:

•Tomcat (the Cisco CCBU Support Tools HTTP Server) by default listens for HTTP requests on port 8188. It listens for HTTPS requests (used for SSL) by default on port 8189.

•Support Tools requires a port (39100 by default) to communicate between the Support Tools Server and Nodes. Ensure that this port is available on each node managed by Support Tools.

If a firewall stands between the Support Tools Server and any Support Tools node, and/or between the Support Tools Server and remote users, you must open these ports on the firewall.

Test the installation

After installing Support Tools, perform a few simple tests to verify that the install was successful.

Post-Installation Configuration

All basic configuration required by Support Tools is set during installation. Immediately after installation, no further configuration is necessary to begin using the product.

However, as desired, after installation you can modify the settings chosen during installation, or use certain optional behaviors that require further configuration.

How to Collect Information for Support Tools Installation

Prior to installing Support Tools, collect the following information that you will need to provide during the install

Step 1 For the Support Tools Server

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

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Cisco Systems 2.1(1) manual Post-Installation Configuration, How to Collect Information for Support Tools Installation

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 193Viii SqlewPart 8. Reference 249 Page List of Figures Xii Audience PrefacePurpose Conventions OrganizationRelated Documentation Cisco.com Obtaining DocumentationProduct 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 AssistanceDefinitions of Service Request Severity Submitting a Service RequestObtaining Additional Publications and Information Preface Obtaining Additional Publications and Information Preface Obtaining Additional Publications and Information Page Page Chapter New Features in this ReleaseNew 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 RequirementsSupport Tools Port Requirements Support Tools Server / Node Version CompatibilitySupport Tools Server OS Requirements Support Tools Server Network RequirementsSupport Tools Listening Port Support Tools Dashboard Web Browser RequirementsPart 2 Support Tools Overview Page About Cisco Support Tools Key FeaturesAbout Support Tools Components Key FeaturesSupport Tools Node About Support Tools Network TopologySupport Tools Server What is the benefit of Support Tools? Frequently Asked QuestionsWho can use Support Tools? About Cisco Support Tools Frequently Asked Questions Support Tools Utilities List About Support Tools UtilitiesTrace and Log Tools Web ToolsCisco 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 AccessAbout 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 FeaturesAutomated IPSec Implementation Using IPSecurity with Support ToolsManual 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 ConfigurationHow 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 ToolsHow to Modify Support Tools Basic Configuration TCP/IP Port How to Disable Continuous Virus Scan for the RepositorySupporttoolsroot\repository\system files\ Page List/wmi.asp Configuration of sysquery and TraceHow to Uninstall Support Tools Uninstalling, Reinstalling and Upgrading Support ToolsUpgrading Support Tools How to Reinstall Support ToolsPart 4 The Support Tools Dashboard Page Support Tools Dashboard Using the Support Tools DashboardUsing the Dashboard for the First Time Accessing the Dashboard and PrivilegesAccessing the Dashboard Accessing Utilities in the DashboardAdding a System to the System List Selecting a System to Work With in Interactive ModeNavigating 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 ScreenTo 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 ButtonUsing the Select System Screen Using the Select System ScreenAdding 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 ModeTo Save System Information to a File To Retrieve System Information in Batch ModeTo Save Files Returned from a System Interrogate How to Use the History ScreensTo 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 ScreenTo 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 File103 How to Use the Processes ScreenTo View Processes To Save a Process How to Use the Services ScreenTo Terminate a Process 104105 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 Next109 Viewing Log Groups How to Use the Log Groups ScreenEditing Log Groups Renaming Log GroupsDeleting Log Groups How to Use the Create Trace Group Screen Batch ModeRefreshing the Log Groups Screen 111112 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 115116 How to Use the Schedule Trace ScreenScheduling a Trace Products Supported for Log Collection About Log CollectionCollect Logs General Steps 117118 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 Screen121 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 ICM123 How to Use the Collect Logs Screen Interactive Mode124 125 Using Cisco Tools from a Command LineSelecting a System to Use Command-Line Mode vs Interactive ModeSelecting a Different Application Server 126Selecting a Different Target System Getting Help for Command Line ToolsViewing a list of targetable systems Saving, Viewing, and Retrieving FilesTo Access the Services Utility from a Command Line How to Use the Services Utility from a Command LineEmbedded Spaces 128Utility 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 systemStop Stops a started service on the target system Starting a serviceReadfile, read Directs command input to another input file Quit, q Ends the programTo 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 LineKill Terminates a started process on the target system Viewing and Killing a Service ExamplesServer 133134 To Run the System Interrogate Utility from a Command LineUsing the System Interrogate Utility from a Command Line 135 Repository on the application serverViewing System Information Examples How to Use the Registry Utility from a Command Line137 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.xml140 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 ExamplesCases these may not be identical instances How to Use the Log Groups Utility from a Command LineApply 143Using the Log Groups Utility from a Command Line To Run the Log Groups Utility from a Command LineEnter lgtool 144145 Rl logname Lsl Lgdesc description Closelg Lslg146 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 lctoolLcdesc Seticmbinary, bin Ccolreq Specifies the new collections nameEndtime 148149 Downloadlog, download150 Log Collection ExamplesAs your application server 151 152 153 Part 6 Using Cisco Common Tools154 Call Routers but can X be run from any ICM component155 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 157158 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 163To Access DBDiff from a Command Line on a Node How to Use the DumpCfg UtilityUsing DBDiff 164To Access DumpCfg from the Dashboard How to Use the Icmdba UtilityTo Access DumpCfg from a Command Line on a Node Using DumpCfgAccessing Icmdba How to Use the MPTrace UtilityTo Access MPTrace from the Dashboard To run MPTrace from the Support Tools Dashboard167 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 168169 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 FilesTo Access NMStart from a Command Line on a Node How to Use the NMStop UtilityUsing NMStart To Access NMStop from the DashboardTo Access NMStop from a Command Line on a Node How to Use the OPCTest UtilityUsing NMStop To Access OPCTest from the Dashboard174 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 OPCTestProcmon 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 180181 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 synchronizedDate 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 gateway186 Parameter Descriptions187 188 Turning up ICM Call Router Tracing with RTTest189 Turning Off Debug Tracing in RTTestHow to Use the VRUTrace Utility How to Use the SS7NICTrace UtilityAccessing SS7NICTrace To Access VRUTrace from the DashboardUsing VRUTrace Command Line Options To Access VRUTrace from a Command Line on a NodeVRUTrace Examples 191192 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 197198 Arp -a Using 3rd Party Common ToolsCat Use the CAT utility to display, print, and combine files200 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 permissionsUsing CP Command Line Options To Access CP from the DashboardUse the CP utility to copy files 202203 To Access DF from the DashboardTo Access Diff from the Dashboard Using DF Command Line OptionsDiff 204205 Using Diff Command Line Options206 To Access DU from the DashboardUsing DU Command Line Options Using FGrep Command Line Options To Access FGrep from the DashboardFgrep 207208 To Access Findstr from the DashboardFindStr 209 Using Findstr Command Line Options210 To Access Grep from the DashboardGrep 211 Using Grep Command Line OptionsUsing Head Command Line Options To Access Head from the DashboardHead 212213 IPConfig /allCount defaults to 214 To Access Isql from the Dashboard215 Using IsqlIsql uses the following options To Access LS from the Dashboard Accessing ISQL/WUse the LS utility to view directory listings 216217 Using LS Command Line Options218 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 NetStatTo Access NSLookup from the Dashboard Using NetStat Command Line OptionsNSLookUp 222To Access PathPing from the Dashboard Using NSLookup Command Line OptionsUsing PathPing Command Line Options PathPingUsing Ping Command Line Options To Access Ping from the DashboardPing Options for Ping are225 PStatUsing RM Command Line Options To Access RM from the DashboardRoute -PRINT 226Using Stopshut Command Line Options To Access Stopshut from the DashboardShutdown Tool StopShutTo Access Strings from the Dashboard Accessing SqlewStrings 228To Access Tail from the Dashboard Using Strings Command Line OptionsTail 229To Access Touch from the Dashboard Using Tail Command Line OptionsTouch 230231 Using Touch Command Line OptionsUsing Tracert Command Line Options To Access Tracert from the DashboardTo Access WC from the Dashboard TracertTo Access Which from the Dashboard Using WC Command Line OptionsWhich 233234 Using Which Command Line OptionsWinmsd Accessing WinMSD BootcfgqryDisplays the Boot.ini file settings of the selected system NetshDumpDefragreport To Access Eventtriggers from the DashboardDriverquery EventtriggersTo Access Logman from the Dashboard Using Eventtriggers Command Line OptionsGetmac Logman238 Logman Command Line options239 240 OpenfilesRelog 241 To Access Relog from the DashboardUsing Relog Command Line Options 242 Answer yes to all questions without prompting Examples243 To Access Schtasks from the DashboardSchtasks 244 Using Schtasks Command Line OptionsSysteminfoTable SysteminfoCSV SysteminfoListTaskkill 245Eq, ne Eq, ne Service nameEq, ne Image name Eq, ne, gt, lt, ge, le PID valueTasklist TasklistTableTasklistCSV 247248 249 Part 8 Reference250 251 Starting and Stopping Support Tools Server/Node ProcessesHow to Stop and Start the Support Tools Server How to Enable/Disable the Stpa ProcessHow Stop and Start the Node Agent Service 252253 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 Files256 How to Examine Your IPSec Policy IPSec Settings and ProceduresSelect the IP Security Policy Management snap-in 257258 How to Verif the PreShared KeyHow to Enable/Disable the IPSec Policy 259 260 261 How to Modify the Login Screen Disclaimer262 263 How to Confirm the Support Tools Build Number264 Installation Problems Support Tools TroubleshootingInstall Hangs Support Tools Fails to InstallSupport Tools Installs Disabled Dashboard TroubleshootingConnection Problems Services are not created and/or do not startCan Access Dashboard Login Page but cannot log Login ProblemsIncorrect or invalid username or password entered Re-enter username and password as follows Network UsersError When Selecting Host Utility ProblemsSupport Tools Server fails to connect to the Node Agent Local Users269 Error Processing RequestUtilities Missing Error Processing Request Dashboard ProblemsDashboard Will Not Load Dashboard Online Help Does Not DisplayPopup blockers enabled on client machine Dashboard online help does not display when selectedDisable popup blocking 271272 Index Index