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Cisco Smart Care Services
Partner User Guide
For Qualified Cisco Partners
Release 1.0
October 2007
Customer Order Number:
Text Part Number: OL-12708-1.0
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Modifying the equipment without Cisco’s written authorization may result in the equipment no longer complying with FCC requirements for Class A or Class B digital
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You can determine whether your equipment is causing interference by turning it off. If the interference stops, it was probably caused by the Cisco equipment or one of its
peripheral devices. If the equipment causes interference to radio or television reception, try to correct the interference by using one or more of the following measures:
• Turn the television or radio antenna until the interference stops.
• Move the equipment to one side or the other of the television or radio.
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• Plug the equipment into an outlet that is on a different circuit from the television or radio. (That is, make certain the equipment and the television or radio are on circuits
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Cisco Smart Care Services
Partner User Guide
© 2007 Cisco Systems, Inc. All rights reserved.
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C O N T E N T S
Preface ix
About This Guide ix
About Smart Care User Documentation ix
For Partners ix
For Customers x
For Cisco Smart Care Service Administrators x
Features x
Organization of the Guide x
CHAP T E R 1 Cisco Smart Care Service Overview 1
Understanding the Smart Care Service Environment 1
CHAP T E R 2 Smart Care Service Quick Start 1
Getting Started with Smart Care Service 1
Smart Care Service Set Up Activities 1
Customer Installation Activities 2
CHAP T E R 3 Partner Registration 1
Signing Up for Smart Care Service 1
Beginning the Registration Process 1
Logging into the Smart Care Service 3
CHAP T E R 4 Sales Operations 1
Creating Contracts for New Customers 2
Registering a New Customer 2
Understanding Quoting 3
Comparing Quotes and Estimates 3
Viewing a Budgetary Estimate and Requesting a Quote 4
Reviewing Quotes and Ordering the Contract 6
Ordering the Customer’s Hardware Appliance 9
The Quoting and Ordering Process 10
Support for Quoting Issues 10
Contents
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Contract Changes 10
Partner Termination Process 11
Partner/Customer Requests Termination 11
Customer Outgrows Smart Care Service 11
CHAP T E R 5 Operating the Smart Care Service Application 1
Logging In 1
Welcome Page 2
Administration Tasks 2
Managing Customers 3
Adding Customers 4
Managing Appliances 7
Controlling a Network Appliance Remotely 10
Smart Care Services 11
Discovery Service 11
Inventory Service 11
Core Monitor 12
Core Assess and Repair 12
Security Monitor 12
Security Assess and Repair 13
Voice Monitor 13
Voice Assessment 13
VoIP Services 14
Running Services 14
Managing Services 15
Configuring the Partner Profile 16
Adding Your Company Logo 17
Managing Partner Users 19
Adding Partner Users 19
Modifying User Profiles 22
Displaying the Customer Summary 23
Customer Summary 25
Card-level Alerts and Notifications 27
Active versus Passive Monitoring 28
Discovered Devices 28
Adding a Device 30
Deleting a Device 31
Submit for Inventory 31
Perform New Discovery 32
Optimize the Discovery Engine 32
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Device Inventory 33
Generating Quotes from Inventory 33
Core Dashboard 35
Security Analysis 40
Security Passive Monitor 42
Voice Analysis 43
Customer Service Reports 51
Viewing Reports 53
Viewing Reports 53
Customer Administration 58
Customer Services 58
Scheduling a Service 59
Passive Monitor 61
Company Profile 62
Users 64
Modifying Users 65
Deleting Users 67
Location 69
Support 72
Contact Support 74
Supported Device Matrix 74
Customer Privacy Notice 74
Help 74
Managing Your Profile 74
Backing Up Your Smart Care Data 76
Banner Functions 77
Smart Care Acceleration Program 77
Getting Help 77
Exiting the Service 78
Software Version Information 78
CHAP T E R 6 Troubleshooting 1
Discovery and Inventory Issues 1
Device Was Added with Incorrect Device Type 1
Discovery Does not Identify Device Type 1
Setting up the SNMP String for Call Manager 1
Discovery and Inventory Taking too Long 1
Responding to There are no inventory run devices/devices that support the service
Message 2
Appliance status displays Appliance Status : Operation queued in server for remote client
processing 2
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Customer Site versus Location 3
Client Registration Fails with the Partner (CCO) login? 3
Adding Customer Information in the Dashboard before Installing the Network Appliance 3
Static IP or DHCP Address for the Network Appliance 3
Hardware Appliance Registration Fails 3
Registering the Hardware Appliance in the Lab 3
Responding to Client re-installation failed error message- 1628 Error Message 4
Assigning and Enabling a Client 4
Browser Response or Display Problems 4
Services Grayed Out 4
Network Devices not Keeping Correct Time 4
Relogging into Smart Care Service 4
Browser Session Fails 5
Discovery Discrepancies 5
Useful Tips 5
Restoring Data from Backup 6
Replacing a Network Appliance 7
Responding to Common Error Messages 7
Best Practices 11
Optimizing Discovery and Inventory 11
Optimizing the Client Functionality 12
Multi-channel Server Limitation 12
Backing Up and Restoring Cisco Smart Care Data 12
Welcome Screen 13
Online Help 13
Contacting Technical Support 13
AP P E NDI X A Configuring Syslog Support 1
Configuring the Client 1
Configuring Cisco Devices for Syslog 1
Configuring Catalyst Devices 2
Configuring Syslog 4
Examples 5
Correcting the Syslog Timestamp 5
Catalyst Switch 5
Router 5
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AP P E NDI X B Configuring SNMP Support 1
Installing the Event Monitoring Service 1
Installing the Remote Serviceability Kit 2
I NDE X
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Preface
About This Guide
This guide is intended for Cisco Smart Care Service partners.
For qualified Smart Care Service partners, this user guide contains all the information needed to
configure and maintain the Cisco Smart Care Service program both at your location and on your
customer networks.
About Smart Care User Documentation
The Smart Care Service user documentation includes:
• Smart Care Service Partner User Guide
• Smart Care Service Partner Configuration Guide
• Smart Care Service Customer User Guide
• Smart Care Service Message Reference
• Smart Care Service Release Notes
• Smart Care Service Administrator Guide
Additional Smart Care user information is available in the application online help, training accessible
from the Smart Care application Welcome page, and marketing collateral such as FAQs and datasheets
available from the partner portal.
The order in which this documentation set should be used is:
For Partners
• Smart Care Service Release Notes to obtain the latest information for a release.
• Smart Care Service Partner Configuration Guide for instructions on presenting Smart Care to new
customers.
• Smart Care Service Partner Configuration Guide for instructions on configuring the Network
Appliance for new customers.
• Smart Care Service Partner Configuration Guide again for instructions on running the Smart Care
application after customers have been added to Smart Care.
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Features
• Smart Care Service Message Reference for information on understanding Smart Care messages and
the appropriate action to take.
For Customers
• Smart Care Service Release Notes to obtain the latest information for a release.
• Smart Care Service Customer User Guide for information on using the Smart Care application.
• Smart Care Service Message Reference for information on understanding Smart Care messages and
the appropriate action to take.
For Cisco Smart Care Service Administrators
• Smart Care Service Administrator Guide for information on using the Smart Care Admin Tool.
Features
Smart Care includes the following features:
• Provides network-level management in a secure environment offering 24/7 technical support, spare
parts support, and IOS device upgrades.
• Features pro-active monitoring by qualified network professionals.
• Includes pro-active notifications of security vulnerabilities, end of life notifications for hardware
and software, and other notifications.
• Provides remote assessment and repair of the network.
• Enables customers to assess and prepare graceful network upgrades, seamless integration of new
equipment, and extend network functionality by adding new capabilities and technologies while
minimizing down time.
Organization of the Guide
This guide explains how to install, configure, and operate Smart Care Service products in all supported
environments as follows:
Chapter 1, “Cisco Smart Care Service Overview”—Introduces the Smart Care Service program.
Chapter 2, “Partner Registration”—Explains how partners become Smart Care Service vendors.
Chapter 3, “Configuring the System”—Provides detailed instructions on setting up the Smart Care
Service application.
Chapter 4, “Sales Operations”—Discusses the contract quoting and estimating process.
Chapter 5, “Operating the Smart Care Service Application”—Explains how to operate the Smart Care
Service application.
Chapter 6, “Troubleshooting”—Lists common problems and typical solutions.
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Preface
Organization of the Guide
Appendix A, “Configuring Syslog Support”—Explains how to set up Syslog monitoring for the Smart
Care Service environment.
Appendix B, “Configuring SNMP Support”—Explains how to Simple Network Management Protocol
for the Smart Care Service environment.
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Organization of the Guide
C H A P T E R
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Cisco Smart Care Service Overview
The Cisco
®
Smart Care Service is a service offering that provides Cisco Partners with a proactive service
platform that allows them to create tailored services for their SMB customers. The service covers
networks with a device count of between five and 105 commercial-class Cisco products, including
voice.
1
Smart Care is implemented on the customer site through a Network Appliance (hardware) or Network
Client (software), that continually analyzes data about the health of the network then securely
communicates this information to the partner through a Cisco hosted system. The Network Appliance or
Network Client also provides a broad range of proactive assess and repair, Cisco network foundation,
voice, and security solutions on a single contract. Additionally, Smart Care provides:
• Proactive notifications to simplify the updating of Cisco devices
• Partner delivered technical support backed by expert Cisco TAC
• Hardware replacement of qualified Cisco devices
Understanding the Smart Care Service Environment
The Cisco Smart Care Service environment (shown in Figure 1-1), includes:
• A hardware appliance located on each customer’s network.
• Alternately a software client in place of the appliance.
The appliance or client polls monitored devices and gathers information on supported Cisco devices.
Installing the software client on a laptop is a convenient way to demonstrate the Smart Care Service
to prospective customers, and to gather network data used for quoting annual service contracts.
• A browser-based application (Firefox 1.5 or higher or Internet Explorer 6.0 or higher)
This document describes the browser-based application. The client (hardware and software) is described
in the Cisco Smart Care Service Configuration Guide.
1. IP phones are fully covered by the service but are not counted as a unit in the pricing.
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Chapter 1 Cisco Smart Care Service Overview
Understanding the Smart Care Service Environment
Figure 1-1 The Smart Care Network Environment
The Smart Care Service system:
• Simplifies network-wide management for customers networks that are growing in size and in
complexity.
• Displays current status of the network for devices, security, VoIP and the like.
• Reduces the cost of managing a network by levering Cisco Partner expertise and experience backed
up by Cisco Technical Support.
• Allows the full range of small to medium sized business (ideally from 50 to 600 employees) to have
the benefit of a 24/7 fully monitored and managed network.
• Provides Cisco technical support services, spare parts, constant monitoring, upgrading,
configuration back up and recovery without the attendant investment in a Network Operations
Center and the cost of training staff to run it.
• Facilitates the deployment of new technologies and services.
Redundant, mirrored server
farms providing “portal”
and “server” functions.
Partners and Customers
require only standard browser
and Internet access to utilize
the service – including the
advanced diagnostic tools
enabled by the on-site device.
Pre-Sales and Transactional:
Windows XP Laptop, runs all
required on-site applications.
Post-Sales:
1 RU Appliance. Runs all on-site
required functionality
2
2
1
9
6
8
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2
Smart Care Service Quick Start
This chapter provides a flow chart of the tasks a Smart Care Service partner needs to get started
providing the Smart Care Service to a customer. This chapter is not recommended for Partner unfamiliar
with Smart Care. If you are new to Smart Care, proceed with the following chapters to learn how to
register, order clients for your customers, and operate the Smart Care application.
Getting Started with Smart Care Service
The following tasks are recommendations designed to help a partner organize their efforts when
presenting Smart Care Service to a prospective customer.
Smart Care Service Set Up Activities
Step 1 Cisco representative makes the initial Smart Care Service presentation to the business owner.
1
Step 2 Interested partners complete Smart Care Service registration. (See the Chapter 3, “Partner
Registration.”)
Step 3 Partners get technical training/demo. (See the Smart Care Service Administrator.)
Step 4 Partners review Q&A on program with Cisco representatives.
Step 5 The Smart Care Service Network Appliance (hardware) is shipped. (See the Smart Care Service
Administrator.)
Step 6 Install/upgrade Network Client (software.) (See the Smart Care Service Configuration Guide.)
Step 7 Install, register, and verify the customer Network Appliance in the partner lab. (See the Smart Care
Service Configuration Guide.)
Step 8 Conference call with Cisco to review questions/issues. (See the Smart Care Service Administrator.)
Step 9 Install hardware appliance. (See the Smart Care Service Configuration Guide.)
Step 10 Assign and enable client. (See “Managing Appliances” section on page 5-7.)
Step 11 Run Discovery. (See the “Managing Services” section on page 5-15.)
1. Before a partner can register, they must confirm eligibility. One part of this is to have their partner SE complete a
base level of training and pass the Smart Care Service Online Test (free to partners). Once they meet the minimum
eligibility requirements, they can register. After registering, the partner should include additional training
opportunities.
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Chapter 2 Smart Care Service Quick Start
Getting Started with Smart Care Service
For information on fine-tuning the discovery engine, see the “Optimize the Discovery Engine” section
on page 5-32
Step 12 Perform Inventory Service. (See the “Managing Services” section on page 5-15.)
Step 13 Run Security Assessment and Repair. (See the “Managing Services” section on page 5-15.)
Step 14 Run Core Technology Assessment. (See the “Managing Services” section on page 5-15.)
Step 15 Run VOIP Services (if Cisco Unified Communications Manager or Cisco Unity exist.) (See the
“Managing Services” section on page 5-15.)
Customer Installation Activities
After the customer buys an annual contract, the following steps are recommendations for organizing
their Smart Care Service installation.
Step 1 Identify Customer(s)
Step 2 Schedule install date at customers.
a. Network Appliance installation (See the Smart Care Service Configuration Guide.)
b. Or Network Client installation (See the Smart Care Service Configuration Guide.)
Step 3 Verify and preregister hardware in partner lab. (See the Smart Care Service Configuration Guide.)
Step 4 Customer Pre-Install checklist sent and reviewed. (See the Smart Care Service Configuration Guide.)
Step 5 Schedule resources for install.
Step 6 Install/upgrade (on site).
a. Network Appliance installation
b. Or Network Client installation
Step 7 Run Discovery. (See the “Managing Services” section on page 5-15.) Required before any other service
can be run.
• Repeat as necessary for each subnet.
Step 8 Perform Inventory Service. (See the “Managing Services” section on page 5-15.) Required after
Discovery and before any other service can be run.
• Repeat as necessary for each subnet.
• Manually add devices that are not auto-discovered. (See the “Adding a Device” section on
page 5-30.)
• Run inventory on manually added devices if necessary.
Step 9 Request estimate or quote.
Step 10 Run Security Assessment and Repair. (See the “Managing Services” section on page 5-15.)
• Produce report and show it to customer.
Step 11 Run Core Technology Assessment. (See the “Managing Services” section on page 5-15.)
• Produce report and show it to customer.
Step 12 Run VOIP Services (if Cisco Unified Communications Manager or Cisco Unity exist). (See the
“Managing Services” section on page 5-15.)
Step 13 Schedule services. (See the “Managing Services” section on page 5-15.)
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3
Partner Registration
Signing Up for Smart Care Service
Partners who qualify and who are interested in offering the Smart Care Service are automatically
approved at the Cisco Small and Medium Business (SMB) Theater and Account Manager level.
Approved Cisco partners that are selected for this service are then sent information on the program,
including instructions on how to register as Smart Care Service partners. When a partner starts the
registration process, their information is downloaded into the registration form from the Cisco partner
database.
Beginning the Registration Process
To register as a Smart Care Service-approved partner:
Step 1 Go to: ht t p: / / www. ci sco. com/ go/ smb/ net wor kser vi ce
The login screen shown in Figure 3-1 appears.
Figure 3-1 The Smart Care Service Login Screen
Step 2 Enter your Cisco partner (Cisco.com) User Name and Password.
Step 3 Click OK.
Step 4 Click Register.
The Registration Details screen appears as shown in Figure 3-2.
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Chapter 3 Partner Registration
Beginning the Registration Process
click to accept here.
Figure 3-2 The Registration Form
The Registration screen pre-populates with information contained in the Cisco partner database. This
information includes:
Field Description
Personal Profile Details
Organization Name Company name. This is typically the full legal
name of the company, for example, International
Business Machines, Incorporated.
Short Name The abbreviated name for the business. This is
typically the name the company is more
commonly known by, for example, IBM.
Address The physical address and suite number (if any).
City The city.
State The state or province.
Country The country.
Postal Code The postal code.
Phone 1 The primary phone number.
Phone 2 Secondary phone numbers (such as cell phone).
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Chapter 3 Partner Registration
Beginning the Registration Process
Step 5 Click Submit to send your registration request to the Cisco Smart Care Service Administrator.
Figure 3-3 Registration Request Submitted
Once you submit a registration request to become a Smart Care Service-approved partner, the Cisco
Smart Care Service Administrator will receive an e-mail notification to process the information
contained in your registration request.
Logging into the Smart Care Service
Once you are approved as a Smart Care Service partner:
Step 1 Click the login link in the approval e-mail to launch the Smart Care Service.
Fax The primary fax phone number.
e-mail The company e-mail address.
Partner User Details
Login Name The Cisco.com user ID for this partner.
First Name This user’s first name.
Middle Name This user’s middle name.
Last Name This user’s last name.
Designation The job title for this user.
Phone 1 This user’s primary phone number.
Phone 2 This user’s secondary phone number.
Mobile This user’s cell phone number.
e-mail This user’s personal e-mail address.
Choose Smart Care Services
Check the individual services that your company is providing.
Field Description
Welcome to the Smart Care Service
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Chapter 3 Partner Registration
Beginning the Registration Process
Step 2 Enter your partner Cisco.com username and password to access the application.
Step 3 Go to Chapter 5, “Operating the Smart Care Service Application” for information on using the
application.
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4
Sales Operations
This chapter explains the business aspects of Smart Care. Figure 4-1 shows how Smart Care works. This
illustration following the processing that occurs when a Customer launches the Discover and Inventory
services. (The other Smart Care services work in much the same way.)
Figure 4-1 Basic Smart Care Functionality
The processing shown in Figure 4-1 includes (numbers correspond to the illustration):
• Register for Smart Care (1)
• Verify the certificate in real time (2)
• Create a Partner company in Smart Care (3)
• Register the Customer (4)
• Search/create (5)
Smart
Care
Contract
SMS3
and
IQT
Encover
Portal
iTS
Platform
SCM
CAAS
API
OpsXML
Partner
Database
Smart Care
Portal
Smart Care
Database
EDSG QTC CIBER C3
Partner
user
Customer
Network
2
2
1
9
6
9
1
4
7
2
5
16 15 12
8
9a
9b
3
6
10
14
11 13
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Chapter 4 Sales Operations
Creating Contracts for New Customers
• Create a Customer in Smart Care (6)
• The Partner runs Discovery and Inventory (7)
• The D & I is handed off to the OpsXML server (8)
• OpsXML interacts with Smart Care and the Customer network (9a and 9b)
• Network data is written to the Inventory module (10)
• The Smart Care database writes to the iTS platform (11)
• The iTS platform writes scrubbed data to SCM (12)
• SCM writes the scrubbed data to the Smart Care database (13)
• The quote request is generated and sent to Encover (14)
• Encover creates the quote (15)
• Quote generates the Smart Care contract (16)
Creating Contracts for New Customers
New customers must have a contract in place before they can participate in Smart Care Services.
To create the necessary contract for new Smart Care customers, follow the instructions below.
Registering a New Customer
To add a new customer to Smart Care, the Partner must:
Step 1 Create a new customer. (For details, see the “Managing Customers” section on page 5-3.)
Step 2 Associate a software client with the new customer. (For details, see the “Managing Appliances” section
on page 5-7.)
Step 3 Run the Discovery and Inventory Services. (For details, see the “Managing Services” section on
page 5-15.)
Step 4 On the Device Inventory Page, press Save and Continue to continue to the Price Estimate page.
Step 5 On the Price Estimate page, the Partner and Customer can increase their technology level by answering
the questions on the questionnaire. This will increase the technology level of their quote.
The technology level determines what services the Partner is able to access in the Portal after the contract
is created.
Step 6 Press Request for Final Quote to submit the data.
The quote must be a minimum total weight of 5 before a final quote can be submitted.
Step 7 The inventoried device data is validated further and is checked for existing contract coverage.
Step 8 Partners who are registered with Encover, and who have signed their terms and conditions agreement,
will receive an e-mail notification that the quote is ready to be viewed. To view the quote, the Partner
can log onto Encover Online.
Step 9 Once the contract is created, the default weekly Discovery Service runs is scheduled automatically. The
Partner can also run the service manually to add additional devices to the network.
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Chapter 4 Sales Operations
Understanding Quoting
Step 10 As additional inventoried devices are detected, the data is sent through validation processes and the
Smart Care contract is updated.
Understanding Quoting
This section reflects information on the quoting process taken from the Cisco® Smart Care Service Sales
Operations Guide to Quoting and Ordering Service. This section explains the process of quoting,
estimating, and ordering Smart Care Services and equipment. It also includes information about the
fulfillment processes. For more information, please refer to this document.
Chapter 5, “Operating the Smart Care Service Application,” repeats portions of this process from the
perspective of the Smart Care application and provides details about the screens used.
Comparing Quotes and Estimates
It is important to understand the difference between estimates and quotes. Estimates are simply budgetary
quotes for planning purposes. For example, they do not consider the network devices that may already be covered
under another service contract.
Table 4-1 describes the differences between a quote and an estimate.
Note If a device has an end-of-life date that falls within 30 days of the end of the standard 60 day expiration,
the quote expiration date would be 30 days.
Table 4-1 Comparing Estimates and Quotes
Smart Care Service Estimates Smart Care Service Quotes
Not a binding quote. A legally binding quote.
Used for budgetary purposes. Used for ordering.
Immediately available after performing network
discovery and creating a network device
inventory.
48-hour turnaround.
Does not take existing contracts into
consideration.
Prepared by Cisco (via Encover).
Valid for 60 days.
Devices listed on the quote have been reconciled
by Cisco and the price excludes gear covered on
existing contracts.
Can be downloaded to add the partner’s
value-added services.
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Chapter 4 Sales Operations
Understanding Quoting
Viewing a Budgetary Estimate and Requesting a Quote
Once you have created the network inventory, you can generate an estimate for an annual service contract
with the click of a button. The pricing tool is built into the Smart Care Control Panel.
To generate an estimate:
Step 1 From the Smart Care Control Panel navigation pane, choose a customer name, and then click Device
Inventory.
The completed device inventory appears as shown in Figure 4-2.
Figure 4-2 Device Inventory Used to Generate a Pricing Estimate
Step 2 Click Save and Conti nue.
Within a few seconds, an Estimate for an annual service contract appears.
This includes the network or contract “level” based on the type of technology found on the network. It
also shows the device count, based on the number and type of devices.
If you are updating a previous estimate and you have added new technologies not listed in the inventory,
you can choose those technologies, and then click Recalculate to update the estimate. The estimate also
shows where the contract price falls within the pricing matrix. See the Figure 4-3.
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Figure 4-3 Pricing Estimate Based on a Network Device Inventory
Step 3 Review the estimate. If everything appears to be correct, click Submit.
This sends a request to Cisco for a formal quote.
Note When you request a quote, Cisco reconciles the customer’s network inventory data to check for missing
or invalid serial numbers and product IDs. This process also checks to see the if any of the listed devices
are already covered under another contract, or if there are any devices that would disqualify the network
from being covered on a Smart Care Service Contract.
The reconciled data is sent to Encover to prepare the final quote.
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Figure 4-4 Cisco Reconciles Inventory Data Before the Quote is Created
Reviewing Quotes and Ordering the Contract
Within approximately 48 hours of a request for a quote, Encover Contract Services will send an e-mail
to the partner who requested the quote. See the Figure 4-5. This partner can log in by using a link in the
e-mail notification, review the quote, and buy the service contract.
Figure 4-5 E-Mail Notifying a Partner that a Quote is Ready for Purchase
To respond to the e-mail notification from Encover:
Step 1 Click the link in the quote notification e-mail.
Step 2 Log into the Web-based quoting and ordering service (hosted by Encover).
Reconciled inventory data
is sent to Encover to
create the Smart Care
service contract
Filtered and
Scrubbed Data
Contract
and B
Raw
Inventory Data
2
2
1
9
7
1
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The quote appears, similar to the example shown in Figure 4-6. Each quote includes summary
information at the top and details about the covered devices at the bottom.
Figure 4-6 Reviewing a Smart Care Service Quote
Step 3 Review the quote.
You have the following options:
• Click Decline to decline the quote.
• Click Change Request to request a change.
• Click Download to download an Excel (.csv) file to your computer and add your own services before
presenting the quote to the customer. (The Download button is on the upper-right side of the page.)
• Click Buy to purchase the quote.
Step 4 Once the customer accepts the quote, click Buy to purchase the service. The Payment window appears as
shown in Figure 4-7.
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Figure 4-7 Selecting Payment Options
Note Complete the payment information. You have the option of making monthly payments or you can pay
for the entire annual contract. For monthly payments, a purchase order is required.
Step 5 To change the payment schedule, click Change and select a different payment option.
Step 6 Click Continue.
The Review and Submit window appears as shown in Figure 4-8.
Figure 4-8 Review and Submit Payment
Step 7 Review the information, and then click Submit Payment when ready to complete the order.
The partner who placed the order is notified by e-mail when the order is received and the contract is
created.
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Ordering the Customer’s Hardware Appliance
The customer can install a Smart Care Network Client (software Client) or a Smart Care Network
Appliance (hardware Appliance). Cisco recommends that they install a Hardware Appliance. When the
customer purchases an annual contract, they receive the Network Appliance at no additional cost (except
for any government-levied taxes or duties).
Typically, the partner will order and install the Network Appliance on the customer’s network. Partners
must request a new Network Appliance for each new contract that requires it.
To order a Network Appliance:
Step 1 Using the Smart Care Control Panel navigation pane, choose the Smart Care Administration menu, and
then click Assessment Appliances. The Cisco Network Assessment Appliances page appears as
shown in Figure 4-9.
Figure 4-9 Ordering the Smart Care Network Appliance
Step 2 Click Order Appliances.
The Hardware Appliance Ordering page appears as shown in Figure 4-10.
Figure 4-10 Hardware Appliance Ordering
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Step 3 Choose the location for shipping. You can choose to have the Appliance shipped to your partner location
or the customer site.
Step 4 Choose a Power Cord type from the drop-down list.
Step 5 Step 5. Click Submit Order.
It typically takes 5 to 10 business days for the unit to arrive.
Note For information on installing and configuring the Hardware Appliance, refer to the Smart Care Partner
Website or the Smart Care Service Configuration Guide.
The Quoting and Ordering Process
The process of ordering and quoting is:
• Request a Quote
• Filter and Scrub Inventory Data
• Review “Quote is Ready” e-mail
• Log in and Review the Quote
• Order and Select Payment Options
• Viewing all Quotes
• Weekly Quote Reminders
Support for Quoting Issues
For technical support when quoting, contact SSC:
• 1-800-GO-CISCO
To open a case, go to:
• www.cisco.com/go/ssc
Contract Changes
This section describes the types of changes that can be made to the Smart Care contract.
• Partner is Alerted of New or Missing Device.
• Partner Adds New Device to Inventory.
• Partner Requests a Contract Update.
• Moving, Adding, or Deleting Devices.
• Making Changes to Existing Contracts.
• Reasons for Terminating Contracts.
Cisco Smart Care Service contracts is terminated if:
• The partner fails to pay.
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• The customer fails to pay.
• Network grows beyond a 105 device count and customer has not moved to a new service program
in 60 days.
• Partner or customer requests a cancellation:
– At mid-year: Must be approved by the Smart Care Administrator.
– At year-end: Contract is set to Do Not Auto Renew.
Partner Termination Process
When a Smart Care partner terminates their participation:
• Cisco Smart Care Service Administrator or Encover can process the termination on the partner’s
behalf.
• The Smart Care Administrator will receive the termination request, verify for accuracy, and review
any request for credit. Smart Care Administrator sends the request to Cisco Customer Service.
• Customer Service cancels the contract and if credit is requested, forwards to the finance teams to
request the credit.
• Once the Smart Care system detects that the contract has been terminated (via a scheduled program),
access of the Customer/Partner is turned off for that network.
• After a Smart Care Service contract is terminated, the Smart Care Service Appliance is removed
from the customer site by the partner.
Partner/Customer Requests Termination
Should a customer wish to change partners, the existing client installation is removed and the new
partner will proceed with the desired installation. For more information, contact SSC at:
• 1-800-GO-CISCO
To open a case, go to:
• www.cisco.com/go/ssc
Customer Outgrows Smart Care Service
Because Smart Care is designed to service a SMB-class business with no more than 105 eligible devices,
when a business outgrows the coverage offered by Smart Care, the Cisco Administrator can guide these
growing businesses to the appropriate upgrade programs.
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Operating the Smart Care Service Application
This chapter explains how the browser-based software application functions. The primary function of
the software application is to deploy services, request quotes, generate reports, monitor network health,
manage supported Cisco devices, apply network fixes, and facilitate deploying new services.
Note The Smart Care Service application is compatible with Internet Explorer (version 6.0 or higher) and
Firefox (version 1.5 or higher). The application is best viewed at a screen resolution of 1024 x 768.
Logging In
Smart Care Service-qualified partners can log into Smart Care at:
http://www.cisco.com/go/smartcare
using their Cisco.com user name and password as shown in Figure 5-1.
Figure 5-1 Login Page
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Welcome Page
Welcome Page
The Welcome page (Figure 5-2) is the opening screen for partners. It displays useful information on the
steps to get started using the interface. It also includes information for getting support, training, and
other resources.
Figure 5-2 Welcome to Smart Care
You have the option of not displaying the Welcome page upon login by unchecking Always show this Page
when I login. If you opt to not have the Welcome page display, you can always redisplay it by clicking the
Welcome link.
Administration Tasks
First time Smart Care users need to create users and customer accounts, manage the Network Appliance
or Network Client, and run Discovery to create an inventory upon which other subscribed to services ca
be run.
All of these tasks are described in the Administration section on the navigation pane. This section shows
you how to:
• Create or modify customer accounts using Smart Care Services.
• Manage the network appliance.
• Enable, disable, or modify services.
• Manage the partner profile and system configuration.
• Manage partner user accounts.
• Manage the account of the user currently logged in.
!
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Managing Customers
When you click Customer Management on the navigation pane, the Customer Management page displays
as shown in Figure 5-3.
Figure 5-3 Customer Details
Table 5-1 describes the Customer Management page fields.
Table 5-1 Customer Management Fields
Field Description
Filter Select a specific condition or All.
Match if Specify matching criteria.
Go Click to process the filter settings.
Clear Filter Click to erase filter settings.
Customer Displays the customer name.
Type Indicates the status of the customer account. Valid
values are: Active and Inactive.
Customer Details Displays the customer’s physical address.
Primary Contact Displays the name and e-mail address of the
primary user for this customer.
No. of Customer Users Displays the number of users defined for this
customer.
Description Provides additional customer information.
Page Allows you to scroll through multipage screens.
Delete Removes the selected record. To select a record,
click the radio button to the left of the company
name.
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Adding Customers
Before you can add a customer, you must ensure that you can associate the Smart Care Service client
with this customer. (When you are gathering inventory information to submit a quote, this client is
typically the Network Client software on your laptop. When the customer buys a Smart Care contract,
this client is typically the Network Appliance hardware installed in the customer’s network.) The method
used to make this association is the customer’s Cisco.com ID. Therefore, you must have the customer’s
user name (not password) before you can add the customer to the Smart Care Service. This process is
shown in Figure 5-4.
Save Writes any changes made to file.
Add Customers Allows you to create another customer profile.
Table 5-1 Customer Management Fields
Field Description
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Figure 5-4 Associating the Customer User Account with the Service
To create customer profiles, click Administration > Customer Management and click Add Customers. After you
create a customer account or profile, the Customers link on the navigation pane becomes selectable (as
indicated by a + sign) so you can modify these customer accounts.
When you click Add Customer, the Search Customer page displays as shown in Figure 5-6. This feature
allows you to search the Cisco database for a customer match and build a customer profile by
downloading this existing information into Smart Care Service without having to enter it manually.
Before you can run the Cisco Smart Care Service on the customer network
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Figure 5-5 Searching for an Existing Customer
If the customer information is not already in the Cisco database, click Add New and complete the
customer profile by providing name, address, service information in the Add Customer page as shown
in Figure 5-6.
Figure 5-6 Adding Customers
Note Required fields are identified with an *. You must fill these fields to create a customer profile.
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Table 5-2 describes the Customer profile fields.
After you have created a customer profile, the Customers link on the navigation pane populates with each
customer profile. For information on customers, click the Customers link on the navigation pane.
Managing Appliances
To prepare the Network Appliance or Network Client installed for this customer (see the Smart Care
Service Configuration Guide for help with installing and configuring assessment client for each
customer), follow these steps:
Step 1 Click Administration > Assessment Appliances. (See the “Managing Appliances” section on page 5-7).
The Assessment Appliance Configuration page as shown in Figure 5-7, displays information about the
appliance or software client in place on this customer’s network.
Note After they are installed, the hardware appliance and the software client are functionally equivalent.
However, the Smart Care Service is designed to support only one appliance or client per customer
location. Multiple appliances or clients are only supported for those customers whose network is
segmented and not routable from one location. In these segmented networks, you need to install an
appliance or client for each segment to be monitored. Each appliance or client requires its own contract.
Table 5-2 Customer Profile Fields
Field Description
Customer Details
Customer Name Select a name for this customer. This is typically
the full legal name of the customer company, for
example, International Business Machines,
Incorporated.
Short Name Select an abbreviated name for the customer. This
is typically the name the company is more
commonly known by, for example, IBM.
Primary Address Enter the physical address and suite number (if
any).
City Enter the city.
State/Province Enter the state or province.
Zip/Postal Code Enter the postal code.
Country Enter the country.
Add/Cancel Click Add to save the customer record. Click
Cancel to close this window without saving
changes.
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Figure 5-7 Installed Assessment Devices
Table 5-3 describes the Assessment Device Configuration page fields.
Step 2 Configure the Appliance Details.
Make sure you enable the client for this customer.
Step 3 To display details about an assessment device, click the View link in the Details column. The Manage
Appliance page displays as shown in Figure 5-8.
Table 5-3 Assessment Device Configuration Fields
Field Description
Appliance Details
Client Name Displays the name of the appliance or client. Click
the name link for more details about the client.
Site Displays where the Network Appliance or
Network Client is installed.
Type Identifies the product as being a hardware
appliance or software client.
Status Allows you to enable or disable the client.
Details Displays any comments or notes.
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Figure 5-8 Managing Assessment Products
From this page you can enable or disable Network Clients or Network Appliances.
The Appliance Backup section enables you to create a backup of the information stored on a Network
Appliance or Network Client and restore it in the event of a system failure. For information on backing
up your client data, see the “Backing Up Your Smart Care Data” section on page 5-76.
The Installed Services and Available Services lists the available services for the selected assessment
device.
Step 4 For Network Appliance status details, click the Cisco Network Assessment Appliance Name link. The
status screen in Figure 5-9 appears.
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Figure 5-9 Network Appliance Status Details
The Appliance Status Details includes the Status Last Updated which is the last time the Network
Appliance communicated with the OpsXML server.
Client Created is the timestamp when the Network Appliance registered with the OpsXML server.
Client Last Modified is the timestamp of the most recent changes made to Network Appliance
parameters. This can be for example, the last time the Network Appliance was upgraded or the last time
the Network Appliance was restarted.
Click Refresh to make sure the information displayed is current. When you are finished reviewing the
status of this Network Appliance, click Close.
Controlling a Network Appliance Remotely
You can access a Network Appliance remotely over a secure SSH telnet session.
To access a Network Appliance remotely, follow these steps:
Step 1 From the Manage Appliance page (see Figure 5-10), click the icon to the right of the Cisco Network
Assessment Appliance Name.
Figure 5-10 Appliance View Details
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An SSH window displays as shown in Figure 5-11.
Figure 5-11 Opening a Remote Control Session
Step 2 From the SSH window, log into the Network Appliance.
Step 3 After logging in, you can enter commands as if you were operating the Network Appliance locally. See
the Smart Care Service Configuration Guide for more details.
Smart Care Services
The following services are supported in this release.
Discovery Service
Discovery is a basic service that identifies hardware located on a network. The Smart Care Discovery
service finds every device on the network using Internet Control Message Protocol (ICMP), and Simple
Network Management Protocol (SNMP). All IP addresses on the network are checked for the presence
of a device. When a device responds, SNMP identifies the device. The address and device type
information is then stored in a discovered-devices database. Subsequent discoveries can be scheduled
and comparisons made to the list of discovered devices currently stored in the customer database at
Cisco. All network devices must be discovered by the Smart Care Network Appliance (hardware) or
Network Client (software) so that the Cisco devices on the network can be properly covered by the Smart
Care Service. Cisco devices not discovered must be entered manually or they will not be covered by the
Cisco Smart Care service.
Note Software to be covered by Smart Care must be added manually in inventory.
There are two types of Discovery: Cisco Required Discovery and partner-initiated Discovery. Cisco
Required Discovery is activated after a contract has been set up for a customer and is scheduled to run
automatically once a week. Partners can change the day and time of this Discovery service to run to best
suit the customer's network and business model. How often the service runs is not configurable.
Partner-initiated Discovery can be run manually or set to run more or less frequently than the Cisco
Required Discovery. Partner-initiated Discovery also runs in addition to Cisco Required Discovery.
Inventory Service
Inventory service is a basic service that uses the results of the Discovery process to provide additional
useful information on each Cisco device learned during Discovery. Collected data includes items, such
as IP addresses, device types, serial numbers, software versions, and basic device system parameters,
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such as memory and flash. Information, such as usernames, passwords, and configuration files, is stored
in the Network Appliance or Network Client at the customer site—not at Cisco. Devices to be included
in the service must be able to be accessed by Smart Care. Therefore, the Network Client/Network
Appliance is configured with access information and device access (through telnet or SSH) is verified
prior to starting Smart Care. Once started, Smart Care is able to acquire the knowledge about each Cisco
network device, which is a prerequisite for the service to work. For example, to inform customers about
end of life notifications, Smart Care needs to know the version of each Cisco product.
Core Monitor
The Core Monitor service provides a monitoring service (polling the network hourly) for most Cisco
Layer 2 and Layer 3 devices. Monitoring consists of active monitoring of device availability and passive
monitoring. Passive monitoring reports Syslog events for the four highest logging levels.
Device configurations are examined and messages describing modifications required to properly
configure each Cisco Layer 2 and Layer 3 network device are sent to the Syslog server. This Syslog
server is resident at the customer site. This service collects messages at the four highest logging levels
and sorts through them. These messages are then summarized and consolidated in the customer database
at Cisco. This summarized data is then presented through a series of reports, tables, and charts. No device
information, such as login, passwords, or configuration files, is stored in the database at Cisco. Devices
that you want to include in this service must be able to be accessed by the Smart Care client. SNMP,
SSH, and telnet access information is configured and each device must be configured to send these
messages to the Smart Care client resident at that customers location.
Core Assess and Repair
The Core Assessment and Repair service examines and reports on the overall health and stability of
Layer-2 and Layer-3 devices. Information on CPU, memory, hardware revisions, and other critical data
relating to the stability of these devices is collected. This data is captured by uses telnet, SSH, or SNMP
to poll the devices during the time period that the service is running. Data is then compared with Cisco
Network Rules, which include predefined thresholds used to assess the health and stability of a device.
No device information, such as logins, passwords, or configuration files, is stored in the database at
Cisco. Devices to be included in this service must be able to be accessed by the Smart Care Network
Client or Network Appliance. SNMP, SSH, and telnet access information is configured in the Smart Care
Network Client or Network Appliance and each device must be configured to send these messages to the
Smart Care Network Client or Network Appliance resident at the customer location.
Note ASA/PIX devices do not support Core Assessment services.
Security Monitor
The Security Monitor service uses Syslog as its foundation to present summarized data through a series
of reports, tables, and charts. No device information, such as login, passwords, or configuration files, is
stored in the database at Cisco. Devices to be included in the service must be able to be accessed by the
Smart Care Network Client or Network Appliance. SNMP, SSH, and telnet access information is
configured in the Smart Care Network Client or Network Appliance and each device must be configured
to send these messages to the Smart Care Network Client or Network Appliance resident at the customer
location.
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Security Assess and Repair
The Security Assess and Repair service uses telnet, SSH, or SNMP to examine the current backup
configuration file for supported devices. This examination identifies vulnerabilities and changes, which
might indicate a virus or corruption. These vulnerabilities or file changes are then fixed. After a fix is
applied, the service rescans affected devices to confirm that fixes were successful. In the event of a
problem, the service can revert to the previous configuration file.
No device information, such as logins, passwords, or configuration files, is stored in the database at
Cisco. Devices to be included in this service must be able to be accessed by the Smart Care Network
Client or Network Appliance.
Voice Monitor
The Voice Monitor service provides an active monitoring service for most Cisco voice capable devices.
Device configurations are examined and messages describing modifications required to properly
configure each Cisco voice-capable network device are sent to the Syslog server. This Syslog server is
resident at the customer site. This service collects messages at the four highest logging levels and sorts
through them looking for voice-applicable message types. These messages are then summarized and
consolidated in the customer database at Cisco. This summarized data is then presented through a series
of reports, tables, and charts. No device information, such as login, passwords, or configuration files is
stored in the database at Cisco. Devices to be included in this service must be able to be accessed by the
Smart Care client. SNMP, SSH, and telnet access information is configured and each device must be
configured to send these messages to the Smart Care client resident at that customers location.
The VoIP Services Voice Monitoring service provides statistics on networks that currently have Cisco
voice deployed. This service covers Cisco Unified Communications Manager, Cisco Unity, Cisco Unity
Connection, Cisco Unified communications Manager Express, Cisco Unity Express, and Cisco Unified
Survivable Remote Site Telephony (SRST) systems with additional application support. In addition to
inventory information, such as revision and serial numbers for each Voice-application server,
information, such as the maximum number of phones, the number of registered and unregistered phones,
the types of phones, and voice mailbox statistics is also collected. No user-specific information, such as
dialed numbers, speed dial numbers, or other similar information is either collected or stored. No device
information, such as login, passwords, or configuration files, is stored in the database at Cisco. Devices
to be included in the service must be able to be accessed by the Smart Care Network Client or Network
Appliance. SNMP, SSH, and telnet access information is configured in the Smart Care Network Client
or Network Appliance and each device must be configured to send these messages to the Smart Care
Network Client or Network Appliance resident at that customer location.
Voice Assessment
The Voice Assessment service examines Cisco devices in a customer network and determines their
capability to carry voice traffic. The existing implementation of this service focuses mainly on data
collected from routers and switches. This data is specific to health and stability, such as interface
bandwidth utilization. This data is collected and summarized on the Smart Care Network Client or
Network Appliance located at the customer site and then reported to the databases at Cisco for analysis
and reporting via the partner user interface. No device information, such as login, passwords, or
configuration files, is stored in the database at Cisco. Devices to be included in the service must be able
to be accessed by the Smart Care Network Client or Network Appliance. SNMP, SSH, and telnet access
information is configured in the Smart Care Network Client or Network Appliance and each device must
be configured to send these messages to the Smart Care Network Client or Network Appliance resident
at that customer’s location.
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Running Services
VoIP Services
Note Voice Monitor and Voice Assessment are both voice services. However, Voice Monitor examines existing
voice equipment and Voice Assessment is an evaluation tool to help determine what voice equipment can
be supported in a network.
Running Services
Step 4 Run the Discovery service.
You can configure the discovery engine to optimize performance. (See the “Optimize the Discovery
Engine” section on page 5-32.)
From the Services Dashboard of the selected customer, click Discovery and launch a scan of the network.
(See the “Discovered Devices” section on page 5-28.)
Step 5 Run Inventory services.
For the selected customer, click Device Inventory to see the devices discovered during the scan. (See the
“Device Inventory” section on page 5-33.)
Step 6 Request a contract.
Go to the “Generating Quotes from Inventory” section on page 5-33.
Step 7 Run the other services.
For the selected customer, click Administration > Services. Click the desired service. (See the“Managing
Services” section on page 5-15.)
Note When scheduling more than one service, allow sufficient time between service start times so that the first
service will have time to complete before the next service is scheduled to start. Allowing at least two
hours between start times should be sufficient for most users.
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Managing Services
The Service Management page displays available Smart Care Service offerings that customers can
subscribe to as shown in Figure 5-55.
Figure 5-12 Managing Services
Table 5-4 describes the Service Management page fields.
Table 5-4 Service Management Fields
Field Description
Technology The networking technology focus for a group of
services.
Cisco Services The Cisco services supported in this release.
Version Displays the version number of the service.
Status Displays the current status for each service. Valid
values are: Enabled and Disabled.
My Service Name Displays the name you can create for a service. To
customize a service name, click the name of the
service in the Cisco Services column. The Modify
Services dialog box displays as shown in
Figure 5-13. Enter your name label for the
selected service in the My Service Name field.
My Service Description To create a brief service description, click the
name of the service in the Cisco Services column.
The Modify Services dialog box displays as
shown in Figure 5-13. Enter your own
description.
View Details Click the View Details link to display a full
description of this service. For more information
on services, see “Customer Services”.
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Figure 5-13 Modify Service Fields
Configuring the Partner Profile
To manage your partner profile and system configuration, click the Administration > Partner Management
link in the navigation pane and click Profile Configuration. The partner profile configuration page displays
as shown in Figure 5-14.
Figure 5-14 Partner Profile
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The Partner Configuration page allows you to provide contact information for your company and to
specify how you want to brand your customer’s Smart Care Service pages.
Table 5-5 describes the Partner Configuration fields.
Adding Your Company Logo
You can brand Smart Care Service browser with your company logo. The logo file must be in a GIF file
format. Also the file must be 86 x 59 pixels in size.
To add your company logo to the browser, follow these steps:
Step 1 Click Browse (Figure 5-14). The File Upload window appears as shown in Figure 5-15.
Table 5-5 Partner Configuration Fields
Field Description
Company Name Your company name. This is typically the full
legal name of your company, for example,
International Business Machines, Incorporated.
Short Name Select an abbreviated name for your company.
This is typically the name your company is more
commonly known by, for example, IBM.
Corporate Address 1 Enter the physical address of your company.
Corporate Address 2 Enter the suite number or other address
information for you company.
City Enter the city.
Country Enter the country.
State Enter the state or province.
Postal Code Enter the postal code.
e-mail Enter your company e-mail address.
Phone 1 Enter the primary phone number.
Phone 2 Enter any secondary phone numbers (such as cell
phone).
Fax Enter the primary fax phone number.
Save Click Save to write this information to file.
Partner Branding
Company Logo
Select Logo Click Browse to click the logo file you want to use.
Co-Brand with Provided Logo Select this check box to insert a logo of your own
choosing, typically your company logo, on Smart
Care pages and reports.
Preview Display a sample of what the browser header will
look like. See Figure 5-17.
Save Click Save to load the selected GIF file.
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Figure 5-15 Selecting the GIF File Logo
Step 2 Select the GIF file you want to use.
Step 3 Click Upload. Your logo should now appear in the Partner Branding section of the Profile Configuration
page as shown in Figure 5-16.
Figure 5-16 Adding the Logo
Step 4 Click Preview. The Smart Care Service displays your changes as shown in Figure 5-17.
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Figure 5-17 Previewing Branding
Managing Partner Users
You can create partner users to manage your Smart Care Service. To create a partner user, click
Administration > Users. The Partner Users page appears as shown in Figure 5-18.
Figure 5-18 Managing Your Partner Users
Table 5-6 describes the Partner Users page fields.
Adding Partner Users
You can create additional partner users to manage your Smart Care Service. To create a partner user,
from the partner dashboard, click Administration > Users.
The Add User page appears as shown in Figure 5-19.
Table 5-6 Partner Users Fields
Field Description
°
Click this radio button to select a user record. You
can modify or delete users.
Name Displays the name and e-mail address of the user.
Enable/Disable Allows you to enable the user to manage your
account or disable them from making any
changes.
User Type Displays the type of user. Valid values are
Administrator and User.
Modify Details Click the Modify link to change a user profile.
Save Writes to file any changes you have made.
Edit Allows you to change existing information.
Delete Removes the selected user from the Smart Care
Services system.
Add Allows you to create new users as described in
“Adding Partner Users”.
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Figure 5-19 Adding Users
To add a partner user, follow these steps:
Step 1 Enter a valid CCO user ID.
Step 2 Click Search.
The system validates the user ID and if acceptable, displays the Add Partner Users details page appears as
shown in Figure 5-20.
Figure 5-20 Adding Partner Users
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Table 5-7 describes the Add Partner User page fields.
Note You can create multiple enabled administrator users. An administrator user can disable their own
account. No administrator can disable other administrator-level users. To disable an administrator user
who is no longer associated with your company, contact the Cisco Smart Care Administrator.
Table 5-7 Add Partner User Fields
Field Description
Cisco.com UserID Enter the new user’s Cisco.com ID. You have to
use a real Cisco.com ID.
First Name Enter the user’s first name.
Middle Name Enter the user’s middle name.
Last Name Enter the user’s last name.
Access Type Specifies what capabilities the user has. Valid
values are: Administrator (full privileges), or User
(limited abilities—user does not see the
Administration link).
You have to have at least one administrator.
Address 1 Enter the physical address.
Address 2 Enter any suite number or secondary address
information.
e-mail Enter the user’s e-mail address.
City Enter the city.
State Enter the state or province.
Country Enter the country.
Postal Code Enter the postal code.
Phone 1 Enter the primary phone number.
Phone 2 Enter any secondary phone numbers (such as cell
phone).
Mobile Enter your user’s cell phone number.
Fax Enter your company’s primary fax phone number.
Administrative Notes Administrators can add comments to this text
field.
My Time Zone Select the time zone appropriate for your
company’s location.
Add Click Add to save the changed information entered
on this page and create the user record.
Close Click Close to close this window.
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Modifying User Profiles
To modify partner user profiles, click Administration > Users. The Partner Users page appears as shown in
Figure 5-18. Select the user you want to update and click Edit. The Partner User Profile page for the
selected user appears as shown in Figure 5-21.
Figure 5-21 Modifying Partner User Profiles
Table 5-8 describes the Partner Profile page fields.
Table 5-8 Partner User Profile Fields
Field Description
Login Name Change the user’s user name.
First Name Change the user’s first name.
Middle Name Change the user’s middle name.
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To delete a user, select them and click Delete. To save any changes you have made, click Save.
The rest of this chapter describes the other options available on the Control Panel.
Displaying the Customer Summary
When you add customers to your Smart Care Control Panel, they appear in your customer list on the
Customers Dashboard, and as a new menu item on the main navigation menu. Each customer has its own
set of submenus for viewing network health status, performing services, and completing administrative
tasks. (For information on adding customers, go to “Managing Customers”.)
To display the Customer Summary, click Dashboard to display the Customer Summary as shown in
Figure 5-22. If you are just starting with Smart Care and have not created customer accounts, the
Customer Summary will be empty.
Last Name Change the user’s last name.
User Type Change the capabilities the user has. Valid values
are: Administrator (can change any
partner-editable information), or User (limited
abilities).
Address 1 Change the user’s physical address.
Address 2 Change the user’s suite number or secondary
address information.
e-mail Change the user’s e-mail address.
Designation Change the description for the user, for example,
network administrator.
City Change the user’s city.
State Change the user’s state or province.
Country Change the user’s country.
Postal Code Change the user’s postal code.
Phone 1 Change the user’s primary phone number.
Phone 2 Change the user’s secondary phone numbers
(such as cell phone).
Mobile Change the user’s cell phone number.
Fax Change the user’s primary fax phone number.
Administrative Notes Change the text description for the user.
User’s Time Zone Change the user’s time zone.
Modify Click Modify to save the changed information
entered on this page and update the user record.
Close Click Close to close this window.
Table 5-8 Partner User Profile Fields
Field Description
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Figure 5-22 Smart Care Service Dashboard
Table 5-9 describes the Dashboard page fields.
Table 5-9 Dashboard Fields
Field Description
Filter Select a specific condition or All.
Match if Specify matching criteria.
Go Click to process the filter settings.
Clear Filter Click to erase filter settings.
Network Status Icons display current status of customer network.
Valid icons are shown below in Core, Security, or
Voice Technologies.
The status shows the highest (worst) status for any
of the items below it. For example, if the worst
status for VoIP devices for a customer is 'warning',
the dashboard displays 'warning' status.
Customer Displays customers configured by the partner.
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Customer Summary
To display the recap page shown in Figure 5-23 for a specific customer, click the name of the customer
whose status you want to view.
Alerts Displays PSIRT, EOX, and Field Notices (FN)
alerts received by customers. EOX are end of
service notices. PSIRTs are security-related alerts
from the Product Security Incident Response
Team. FNs are field notices that contain important
information about devices.
Core Technologies Displays the number of days since the last
assessment and repair was run. Also displays the
current status of Cisco devices. Valid options are:
Security Technologies Displays the number of days since the last
assessment and repair was run. Also displays the
current status of Cisco devices. Valid options are:
Voice (VoIP) Technologies Displays the number of days since the last
assessment and repair was run. Also displays the
current status of Cisco devices. Valid options are:
Add New Customer Allows you to create a new customer account.
Table 5-9 Dashboard Fields (continued)
Field Description
Indicates status is normal
Indicates an alert (warning) condition
Indicates device is not operating
Indicates status is normal
Indicates an alert (warning) condition
Indicates device is not operating
Indicates status is normal
Indicates an alert (warning) condition
Indicates device is not operating
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Figure 5-23 Customer Summary
The Customer Summary shows the status of the IP network, any alerts that have been received, the status
of network security, and the status of the voice network (if any). Graphs include:
• Service Aging report of Core, Security, and Voice services plotted against the days since the last
assessment
• Security level plotted against the number of vulnerabilities
• Network bandwidth used over the past 24 hours plotted against the percentage of utilization
• Security monitoring showing syslog-level event counts recorded over the past 24 hours
• VoIP device monitoring showing syslog-level event counts recorded over the past 24 hours
• Core monitoring showing syslog-level event counts recorded over the past 24 hours
After you have run the Discovery and Inventory services, you can check for alarms and notifications for
the devices included in your inventory.
Figure 5-24 displays any alerts or notifications that have accumulated for the selected customer.
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Figure 5-24 Alerts and Notifications for the Selected Customer
Table 5-10 describes the Alerts & Notifications page fields.
Card-level Alerts and Notifications
Devices that support cards are supported by Alerts and Notifications. Each card is displayed as a separate
device as shown in Figure 5-25.
Table 5-10 Alerts and Notifications Fields
Field Description
Filter controls Click Go to apply your filter settings. Click Clear
Filter to delete any filter settings.
Device Type Lists the type of device affected by the alert of
notification.
IP Address Lists the IP address of the affected device.
Device Name The name of the device.
Location Lists the customer location affected.
Total Alerts Displays the total number of alerts received.
Critical Allows you to filter the display by the level of
importance of alerts or notifications received. The
choices are (in order of descending importance):
Critical - Remedial action is required.
Normal - Confirmation of normal conditions.
Info - No action required.
Important Displays important alerts and notifications.
Information Displays informational alerts and notifications.
Last Received Displays the datestamp when the message was
received.
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Figure 5-25 Displaying Card Level Alerts and Notifications
Active versus Passive Monitoring
Smart Care Service provides a combination of active monitoring and passive monitoring as explained in
Table 5-11.
Discovered Devices
After you have run Discovery and Inventory services, Smart Care Service displays all the discovered
devices for each customer’s network. To see which devices the service is reporting for a customer, click
Discovered Devices for the selected customer. The Discovered Devices dashboard displays as shown in
Figure 5-26.
Table 5-11 Smart Care Monitoring
Active Monitoring Passive Monitoring
Low-level checking to see if the device is online.
No remediation provided.
Based on Syslog. Reports top four levels of messages
(Emergency, Alert, Critical, and Error.)
Sends out ICMPs (pings) to see if something is
there. Does not capture MIBs or traps.
Shows totals of what types of messages are appearing
on each device. (Users need to access the Syslog
server for message details.)
Displays what is registered and what is not
registered (for example, phones)
Enabling passive monitoring in Smart Care will
change the configuration on the inventoried devices to
turn on Syslog, and send Syslog messages to the
Network Client or Network Appliance.
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Figure 5-26 Discovered Devices
Table 5-12 describes the Discovered Devices page fields.
Table 5-12 Discovered Devices Fields
Field Description
Filter You can filter the display by selecting All devices,
Site specific devices, or devices by IP Address.
Match if Specify matching criteria.
Go Click to process the filter settings.
Clear Filter Click to erase filter settings.
Select Click the devices to be included in inventory.
Status Displays the operational state of the device. Valid
states are: OK and Missing.
IP Address Displays the IP addresses of the devices found.
Site Displays the name of the site(s) selected.
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Adding a Device
This features allows you to manually add devices.
From the Customer Devices page, click Add by IP Address to display the Add Device page.
Source Displays the source of the information.
Device Type Displays the type of device found. Valid types are:
Router, Switch, Access Point, etc. See
Appendix A, “Devices Supported by Smart Care
Service” for more information.
Action Removes the selected device from the inventory.
Add to Inventory Adds these discovered devices into the customer
inventory.
Caution Be careful when selecting devices. If
you accidentally choose a Cisco device
that should actually be excluded, there
is no way to correct the mistake.
If you accidentally choose a service
provider-owned device and do not have
the device password, inventory fails.
If you continue and request a final
quote, the quote never is sent to
Encover because the status of the
device never is marked as validated.
Add by IP address Adds the device specified by its IP address to the
inventory.
Perform New Discovery Rerun the Discovery service.
Exclude Selected Ignores the selected devices.
Page Allows you to navigate multipage reports.
Table 5-12 Discovered Devices Fields
Field Description
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Figure 5-27 Add Device Page
Table 5-13 describes the Add by IP Address page fields.
Deleting a Device
You can manually delete devices. For example, in the discovery of the network assets, certain devices,
such as IP phones, can be deleted as not being cost effective to include in pricing of the Smart Care
Service.
From the Customer Devices page, click the Delete link next to the device to be removed from the
inventory report.
Submit for Inventory
To add discovered devices to be selected for the Inventory service, follow these steps:
Step 1 Check the Include checkbox for the devices to be added to Inventory.
Step 2 Confirm that the Device Type is specified.
Step 3 Click Submit for Inventory.
Table 5-13 Add by IP Address Fields
Field Description
Site Select the customer location for this device.
Device Type Select the type of device from the pull-down menu
of supported devices.
IP Address Enter the IP address of this device.
Add Click Add to save the information on this page to
the database.
Close Click Close to close the Add Device window.
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Perform New Discovery
To refresh Smart Care Services with new or previously undiscovered devices, click Perform New
Discovery. The Services page displays, which allows you to run or to schedule a fresh Discovery service.
For more information on using the Services page, see the “Customer Services” section on page 5-58.
Note Scheduling services depends on your client having set the correct time. Be sure to employ a network time
protocol to maintain the correct time, because coordinated time is critical to proper operation of Smart
Care relative to discovered devices as well as the backend database processes.
Optimize the Discovery Engine
The characteristics of each customer network present challenges to a discovery engine. Some networks
contain a large number of devices but are centrally located, while other networks consist of a small
number of devices spread over a wide area with a number of WAN links and VLAN connections. Simple
networks tend to respond quickly to SNMP gets and pings so discovering these devices requires a
minimal number of retries and short timeout values. Complex and widely distributed networks require
more time for SNMP and ping responses to be successful in discovering these network devices.
To accommodate the variability of eligible customer networks, Smart Care allows you to configure the
Discovery service to operate using one of the following three profiles:
Fast
DiscoveryRetries = 1
DiscoveryRetryTimeout = 750 (milliseconds)
DiscoverySendInterval = 10 (milliseconds)
DiscoverySNMPRetries = 1
DiscoverySNMPTimeout = 1260
Medium (Default)
DiscoveryRetries = 2
DiscoveryRetryTimeout = 1500 (milliseconds)
DiscoverySendInterval = 20 (milliseconds)
DiscoverySNMPRetries = 2
DiscoverySNMPTimeout = 2000
Slow
DiscoveryRetries = 4
DiscoveryRetryTimeout = 3000 (milliseconds)
DiscoverySendInterval = 40 (milliseconds)
DiscoverySNMPRetries = 4
DiscoverySNMPTimeout = 4000
The default engine speed allows the Discovery service to traverse a network with a limited number of
WAN links and VLAN connections without encountering timeouts in SNMP gets and responses to ping
requests.
If you notice that Discovery is taking more time than expected, or it completes with a number of devices
not found that should have been discovered, change the setting to Slow. The slow speed setting allows
for response delays typical of networks with a large number of WAN links or VLANs.
If the default speed returns satisfactory results, try setting the speed to Fast the next time you run
Discovery.
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Device Inventory
The inventory is created after you have run the Discovery service and then the Inventory service. To
display the Cisco devices installed on the customer network, click the appropriate customer from the
navigation pane and then click the appropriate country for this customer. Then click Device Inventory to
display the page shown in Figure 5-28.
Figure 5-28 Displaying Customer Device Inventory
Generating Quotes from Inventory
To generate a quote for the devices listed, click Save and Continue on the Device Inventory page to display
the Questionnaire page. Click Submit to submit the quote. You will receive an e-mail response in 48
hours. Figure 5-29 shows a sample quote page.
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Figure 5-29 Sample Contract Quote
Note For partners who are enrolled in this quoting service program, quotes are automatically generated from
the device inventory and partners receive quotes by e-mail 48 hours after the inventory has been
recorded.
On the Device Inventory page, click Manually Add Device to add devices directly into inventory, which is
then updated by the Smart Care Service Network Appliance or Network Client. Figure 5-30 shows the
page used when you add devices or software manually.
Note Because Smart Care discovers network devices using SNMP and ICMP technology to capture serial
numbers, product identifiers, device types, etc., and because software does not typically have an IP
address or SNMP SysObjID, you must manually add software to be covered by Smart Care.
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Figure 5-30 Adding Devices
Table 5-14 describes the Add Device page fields.
Core Dashboard
Note This link does not display if this service is not part of the Smart Care contact.
The Core Dashboard displays information about a customer’s core IP network.
Figure 5-31 displays the Core Technology Status tab, which shows the IP devices discovered by IP
address, location, and type followed by memory, interface, and CPU utilization.
Table 5-14 Add Device Fields
Field Description
Site Select All to display the entire, multilocation
customer network. Select a specific site to limit
the device display to this one site.
Serial No Enter the serial number for this device.
PID Enter the product ID for this device.
Go Click Go to run the report for the selected site(s).
Device Type Displays the type of device found. Valid types are:
Router, Switch, Access Point, etc. See
Appendix A, “Devices Supported by Smart Care
Service” for more information.
IP Address Displays the IP addresses of the devices found.
Host Name Enter the host name for this device.
Add Adds the device to the inventory.
Close Closes the window.
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Figure 5-31 Core Technology Status
Table 5-15 describes the Core Technology Status page fields.
Figure 5-32 displays the Core Assess and Repair tab. Use this tab to assess or repair selected devices.
Table 5-15 Core Technology Status Fields
Field Description
Site Allows you to specify an individual site or display
the status of network devices at all sites for this
customer.
IP Address Displays the IP address for each device
discovered.
Site Displays information about where each device
resides.
Device Type Displays the type of device.
IOS Version Displays the level of IOS running on each device.
QoS Supported Indicates if the device supports Quality of Service
parameters.
Memory Displays as a percentage how much memory the
device has (Total) and how much is currently
available (Free).
Flash Memory Displays as a percentage how much memory the
device has (Total) and how much is currently
available (Free).
Availability Displays the percentage of processor capability
being used.
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Figure 5-32 Core Assess and Repair
Table 5-16 describes the Core Assess and Repair page fields.
Table 5-16 Core Assess and Repair Fields
Field Description
Core Assess and Repair
Site Select the appropriate Network Appliance and
click Go. Select All to display all the Network
Appliances.
IP Address Lists the IP addresses of the devices discovered at
this location.
Device Type Displays the type of device.
Site Displays the name of the customer site.
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Figure 5-33 displays the Core Monitor tab. Use this tab to assess or repair selected devices.
Figure 5-33 Core Monitor
Table 5-17 describes the Core Monitor page fields.
Support Indicates the type of support provided by Cisco.
Full indicates that the device is fully supported.
No Support indicates that the device is not
supported (because it is obsolete, not recognized,
etc.)
Scanned Indicates if the device has been scanned as part of
the Device Inventory report.
Issues Lists any outstanding alerts or other issues that
have been Found and should be addressed, or that
have been Fixed. The Details column displays
notes or additional details about issues
discovered.
Details Provides additional information.
Table 5-16 Core Assess and Repair Fields (continued)
Field Description
Table 5-17 Core Monitor Fields
Field Description
Core Monitor
Site Select the customer Network Appliance or
Network Client installation and click Go. Select
All to display all the customer’s assessment
devices.
IP Address Lists the IP addresses of the devices discovered at
this location.
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The View link displays message trends and syslog event totals for the past 24 hours or past 30 days as
shown in Figure 5-34.
Site Displays information about where the device is
installed.
Device Type Displays the type of device.
Core Events Lists any outstanding alerts or other issues that
have been received in the past 24 hours.
Details Provides additional information. Click the View
link to display the details shown in Figure 5-34.
All Device Details Displays all information.
Table 5-17 Core Monitor Fields
Field Description
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Figure 5-34 Viewing Core Device Details
Security Analysis
Note This link does not display if this service is not part of the Smart Care contact.
Click the Security link to display information about your IP network security.
Note The Smart Care Security service is a monitoring and reporting function. It does not provide firewall,
intrusion detection/prevention, or anti-virus protection. It you have a security problem, the Security
service alerts you to the issue, but it does not, in and of itself, solve the security problem.
Figure 5-35 displays the Security Analysis tab, which shows the security status for the discovered
devices.
Figure 5-35 Security Analysis
Table 5-18 describes the Security Analysis page fields.
Table 5-18 Security Status Fields
Field Description
Site Allows you to specify an individual site or display
the status of network devices at all sites for this
customer.
IP Address Displays the IP address for each device
discovered.
Device Type Displays the type of device.
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The Details link displays the Report: Security Assess and Repair page shown in Figure 5-36, which tells
you the number of vulnerabilities that have been reported since the session started for each included
device.
Figure 5-36 Viewing Security Analysis Details
Site Displays information about where each device is
installed.
Support Indicates if the Cisco device is currently
supported.
Scanned Indicates if the device was scanned during the
security analysis.
Vulnerabilities Displays any security vulnerabilities that were
found during the scan and if they were fixed or
not.
Details Displays additional information as shown in
Figure 5-36.
Table 5-18 Security Status Fields
Field Description
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Security Passive Monitor
The Security Monitor tab displays security events that have been collected. When you click the Security
Monitor tab, the page displays as shown in Figure 5-37.
Figure 5-37 Security Passive Monitor
Table 5-19 describes the Security Monitor page fields.
The View link displays the Security Monitor message trends and syslog event totals for the past 24 hours
or past 30 days for the selected device as shown in Figure 5-38.
Table 5-19 Security Monitor Fields
Field Description
Site Allows you to search for specific customer sites or
select All to search all the network locations for
this customer.
IP Address Displays the IP address for each device
discovered.
Site Displays the name of the customer site.
Device Type Displays the type of device.
Security Events Displays the most recently received security
events. However, a green check means only that
the device has been accessed in the past 24 hours.
It does not mean that there are no problems.
Details Click the View link to see the additional security
event information as shown in Figure 5-38.
All Device Details Displays information for all devices.
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Figure 5-38 Viewing Security Monitor Details
Voice Analysis
Click the VoIP link to display information about the selected customer voice network.
Note This link does not display if this service is not part of the Smart Care contact.
Figure 5-39 displays the VoIP Status tab, which shows the Voice over IP status for the discovered
devices.
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Figure 5-39 VoIP Status
Table 5-20 describes the VoIP Status page fields.
Table 5-20 VoIP Status Fields
Field Description
IP Address Displays the IP address for each device
discovered.
Device Type Displays the type of device: Cisco Unified
Communications Manger (CCM), Cisco Unified
Survivable Remote Site Telephony (SRST), etc.
Directory Numbers Displays the value configured for the maximum
directory numbers in CCM Express and SRST
modes. Also displays the directory numbers
currently configured with the call processing
systems.
Phones Displays the value configured for the maximum
number of IP phones configured under Unified
Communications Manager Express and Cisco
Unified Survivable Remote Site Telephony
modes. Also displays the number of phones in
registered, unregistered or deceased status.
Mailboxes Shows the utilization (percentage) of mailbox
storage capacity, the number of personal
mailboxes, and the number of group mail boxes
(General Delivery Mail boxes) on Cisco Unity
Express.
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Figure 5-40 displays the VoIP Device Assessment tab. Use this tab to assess selected devices.
Figure 5-40 VoIP Device Assessment
Table 5-21 describes the VoIP Device Assessment page fields.
Figure 5-41 displays the VoIP Call Assessment tab. Use this tab to assess VoIP traffic.
Table 5-21 VoIP Device Assessment Fields
Field Description
Site Allows you to search for specific assessment
devices, or all assessment devices (Network
Appliances or Network Clients).
IP Address Displays the IP address for each device
discovered.
Site Displays the location of each device.
Device Type Displays the type of device.
IOS Version Displays the level of IOS running on each device.
QOS Supported Indicates if the device supports Quality of Service
parameters
Memory Displays as a percentage how much memory the
device has (Total) and how much is currently
available (Free).
Flash Memory Displays as a percentage how much Flash memory
the device has (Total) and how much is currently
available (Free).
CPU Utilization Displays the percentage of processor capability
being used.
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Figure 5-41 VoIP Call Assessment
Table 5-22 describes the VoIP Call Assessment page fields.
Table 5-22 VoIP Call Assessment Fields
Field Description
Site Allows you to specify an individual site or display
the status of network devices at all sites for this
customer.
IP Address Displays the IP address for each device
discovered.
Site Displays the location of each device.
Device Type Displays the type of device.
IOS Version Displays the level of IOS running on each device.
Interface Identifies the interface type and slot number being
used to process VoIP traffic.
Bandwidth Displays the operating bandwidth of the interface.
Data Rate Indicates the current percentage utilization of the
link.
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The status levels are color coded to reflect:
• Green for normal operating conditions
• Yellow for operating conditions that are not normal, but are not cause for concern at this time
• Red for operating conditions that are abnormal
Figure 5-42 through Figure 5-45 show samples of the different types of VoIP devices found. In this case:
• Cisco Unified Communications Manager Express
• Cisco Unity Express
• Cisco Unified Survivable Remote Site Telephony (SRST)
• Cisco Unity
• Cisco Unified Communications Manger
Best Possible Max Call Indicates the maximum number of concurrent
calls that can be supported over the link using a
G729.a codec, with 33% of the link's operational
bandwidth made available for voice traffic. The
reported number does not factor cRTP,
encryption, or Layer 2 overhead and is based on
an RTP stream rate of 50 packets per second.
Worst Possible Max Call Indicates the maximum number of concurrent
calls that can be supported over the link using the
G.711 codec, if 33% of the link's operational
bandwidth were to be made available for voice
traffic. The reported number does not factor
cRTP, Encryption or Layer 2 overheads, and is
based on an RTP stream rate of 50 packets per
second.
Table 5-22 VoIP Call Assessment Fields
Field Description
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Figure 5-42 Cisco Unified Communications Manager Express and Cisco Unity Express Report
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Figure 5-43 Cisco Unified Survivable Remote Site Telephony Report
Figure 5-44 Cisco Unity Report
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Figure 5-45 Cisco Unified Communications Manager Report
Figure 5-46 displays the VoIP Monitor tab. Use this tab to assess VoIP traffic.
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Figure 5-46 VoIP Monitor
Table 5-23 describes the VoIP Monitor page fields.
Customer Service Reports
To display the service reports created for a customer, select the appropriate customer from the Customers
link on the navigation pane and then select the appropriate country for this customer. Then click Service
Report History to display the Service Report History page for this customer as shown in Figure 5-47.
Table 5-23 VoIP Monitor Fields
Field Description
Site Allows you to specify an individual site or display
the status of network devices at all sites for this
customer.
IP Address Displays the IP address for each device
discovered.
Site Displays the location of each device.
Device Type Displays the type of device.
VoIP Events Lists any outstanding alerts or other issues that
have been received in the past 24 hours.
Details Click View to display additional information.
All Device Details Displays all information.
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Figure 5-47 Displaying Customer Service Reports
Table 5-24 describes the Service Reports page fields.
Table 5-24 Service Reports Fields
Field Description
Filter Select a specific condition or All.
Match if Specify matching criteria.
Go Click to process the filter settings.
Clear Filter Click to erase filter settings.
Service Name Displays the name of the service.
Site Displays where the assessment device is installed.
Status Displays the status of the service. Valid values
are: Success (meaning the service completed
successfully) or Failed (meaning the service
failed on one or more devices).
Time Displays when the service report was created.
Details Click View to display any descriptions or notes
added to the service report. A sample details
display is shown in Figure 5-48.
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To remove a report or reports, select the appropriate checkbox(es), and click Delete Report.
Viewing Reports
To display details about a service report, click View in the Details column for the desired report. A typical
details display for Inventory is shown in Figure 5-48. (All services detail displays are similar.)
Figure 5-48 Sample Details
Viewing Reports
To view additional details for service reports, such as graphical analysis (where available), click View in
the Report column.
The report page includes the details gathered for the selected service. Each service type generates its own
report details. The following pages are sample reports.
Report Click View to display the report for the service
selected. Each service displays a unique reports.
Sample reports are shown in Figure 5-49 through
Figure 5-54.
Page Allows you to navigate multipage screens.
Table 5-24 Service Reports Fields
Field Description
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Figure 5-49 Sample Inventory Report
Figure 5-50 Sample Discovery Report
When you click Details for a Discovery run, Figure 5-51 appears.
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Figure 5-51 Details of a Discovery Run
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Figure 5-52 Sample Report: Core Monitor
On the Core Monitor Report, click View Graph for a display of the uptime versus availability for selected
device.
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Figure 5-53 Sample Report: Security Assess and Repair
Figure 5-54 Sample Report: Core Assess and Repair
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Reports include detailed information appropriate for the service selected. For example, the Security
Assess and Repair report includes the initial state and report details for each device in inventory as well
as a Vulnerability Check List, which shows each vulnerability found, what it means, and how serious it
is.
Customer Administration
The Administration link includes:
• Services
• Passive Monitor
• Assessment Appliance Configuration
• Company Profile
• Users
• Location
Customer Services
To display the Cisco services subscribed to by a customer, select the appropriate customer from the
Customers link on the navigation pane. Then click Services to display the Services page for this customer
as shown in Figure 5-55.
Figure 5-55 Displaying Customer Services
Active services are listed in alphabetical order. Partners can change the order that services display by
editing the label as displayed at Administration > Service Management.
For information on how to schedule and run a service, click Get Trained in the Smart Care Resources
section of the Welcome page. There are a lessons designed to explain how to run services on step-by-step
basis.
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Table 5-25 describes the Current Services page fields.
Scheduling a Service
To configure a time for a service to run automatically, follow these steps:
Step 1 Click Settings for the desired service.
Table 5-25 Current Services Fields
Field Description
Technology The networking technology focus for a group of
services.
Active Services The Cisco services currently subscribed to and
running.
Last Run Displays the time and date the service was last
run.
Current Schedule Displays the current status for each service. Valid
values are: Running, Completed, or Not
Scheduled.
Actions Displays information on the run status of each
service. Click Settings in the Scheduled column to
create a schedule for this service to run. If a
schedule already exists, you are prompted to
overwrite the existing schedule by continuing or
cancel and not make any changes to existing
schedules. Click Run Now in the Non-Scheduled
column to launch a service. If a service is already
running, you are prompted that continuing stops
the current process and canceling allows it to
continue.
Click Continue to resume a service operation that
has stopped.
Site Displays services by customer assessment device
installation.
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Figure 5-56 Scheduling a Service
Step 2 Specify how often the service is to run. Valid choices are One Time, Periodic, Every (number of days),
Weekly, or Monthly.
Step 3 Specify the details for how often the service is to run.
Step 4 Click Next follow the prompts to provide the information necessary to schedule the selected service.
Note Allow sufficient time between service start times so that the first service run will have time to complete
before the next service run is scheduled to start. Allowing at least two hours between start times should
be sufficient for most users.
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Passive Monitor
The Passive Monitor tab allows you to manage syslog activity over the past 24 hours, or over the past
month. Figure 5-57 illustrates your syslog monitoring options.
Figure 5-57 Syslog Passive Monitor
Smart Care Service supports Syslog messages. To display Syslog messages, click the customer
Administration link and click Passive Monitor.
Click the Passive Monitor Notifications tab to display Figure 5-58.
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Figure 5-58 Passive Monitor
The Syslog message counts per day (top half) or per 30 days (bottom half) is shown in Figure 5-59.
Figure 5-59 Syslog Messages
For information on configuring a Syslog server, see Appendix A, “Configuring Syslog Support.”
Company Profile
The Company Profile link allows you to create and maintain information about the customer and the
services to which they subscribe. Figure 5-60 displays this information.
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Figure 5-60 Displaying Customer Company Information
Table 5-26 describes the Company Profile page fields.
Table 5-26 Company Profile Fields
Field Description
Basic Details
Customer Name Select a name for this customer. This is typically
the full legal name of the customer company, for
example, International Business Machines,
Incorporated.
Note: a partner can create a customer account
using the partner name. However, be sure to use a
different short name for both accounts and each
account also requires a unique Cisco.com ID.
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Users
To display the users created to manage a customer account, select the appropriate customer from the
Customers link on the navigation pane, then click Administration > Users to display the Users page for this
customer as shown in Figure 5-61.
Short Name Select an abbreviated name for the customer. This
is typically the name the company is more
commonly known by, for example, IBM.
Customer Type Select Active for customers who are ready for
Smart Care Service deployment. Select Inactive
for presales evaluations or any customers who are
not being actively managed.
Address Enter the physical address and suite number (if
any).
City Enter the city.
State Enter the state or province.
Country Select the country from the drop-down list.
Postal Code Enter the postal code.
Phone 1 Enter the primary phone number.
Phone 2 Enter any secondary phone numbers (such as cell
phone).
Fax Enter the primary fax phone number.
Description Enter a text description of the customer business.
The field can contain up to characters.
Services Summary
Currently Active Services Displays the services subscribed to by this
customer.
Click View Reports to display reports that have
been run.
Current Customer Users Displays the user profile that have been created
for this customer. Click View Users to display the
users created for this customer.
Currently Managed Devices Displays the devices that have been discovered by
the appliance or client as well as those devices
that have been manually entered into the database
for this customer. Click View Devices to display the
device currently being managed.
Cisco Network Assessment
Appliances
Displays information about the software client or
hardware appliance. Click View Appliances to
display the status of the assessment appliance or
client.
Table 5-26 Company Profile Fields (continued)
Field Description
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Figure 5-61 Managing Customer Users
Table 5-27 describes the Users page fields.
Modifying Users
To change a customer user account, follow these steps:
Step 1 Select the appropriate customer from the Customers link on the navigation pan.
Step 2 Select the appropriate country for this customer.
Step 3 Click Users to display the Users page for this customer as shown in Figure 5-61.
Step 4 Click Modify for the user account to be changed.
The Customer Profile page appears (as shown in Figure 5-62) with the profile for the selected user.
Table 5-27 User Fields
Field Description
°
Click this radio button to select a user record. You
can modify or delete users.
Name Displays the name of the user.
Enable/Disable Allows you to enable the user to manage the
customer account or disable them from making
any changes to the customer account.
User Type Displays the type of user. Valid values are
Administrator and User. You can have multiples
of each type.
Modify Details Click Modify to change a user profile.
Save Writes to file any changes you have made.
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Figure 5-62 Managing Customer User Accounts
Table 5-28 describes the Customer Profile page fields.
Table 5-28 Customer Profile Fields
Field Description
Login Name Enter the customer username.
First Name Enter the customer user’s first name.
Middle Name Enter the customer user’s middle name.
Last Name Enter the customer user’s last name.
User Type Specifies what capabilities the user has. Valid
values are: Administrator (can change any
customer-editable information) and User (limited
abilities).
Address 1 Enter the physical address.
Address 2 Enter any suite number or secondary address
information.
e-mail Enter the customer user’s e-mail address.
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Deleting Users
This section explains what happens to a customer’s data when they no longer participate in the Smart
Care program and are subsequently deleted from the program.
Since data exists inside the customer network, with their partner, and inside Cisco/Encover, we need to
look at each of these data repository sites to understand what data is permanently deleted and what data
remains.
Customer data refers to information that is generated by the Smart Care hardware Network Appliance or
the Smart Care software Network Client. This data is encrypted and hashed to protect it from
unauthorized access.
Using the unregister command deletes the data from the Network Appliance. Whenever the
unregister command is run on a Network Appliance, or a Network Client is fully uninstalled, all user
interface references for this customer are removed from the partner pages.
If you remove a Network Appliance from a customer site and do not issue the unregister command,
you cannot register it to another customer until you do so. If you remove a Network Appliance from a
customer who has discontinued the Smart Care Service program and install it in another network, Smart
Care will not work because the contract associated with this device is no longer valid.
The Network Client must be fully uninstalled (say yes to completely removing it) in which case, all
network and registration information is removed.
Note Unassigning a client (Network Appliance or Network Client) removes data associated with that
assignment (that is, unassigning the customer, removes that customer's data from the UI and the client),
but the registration information remains.
Designation Enter a description for the user, for example,
network administrator.
City Enter the city.
State Enter the state or province.
Country Enter the country.
Postal Code Enter the postal code.
Phone 1 Enter the primary phone number.
Phone 2 Enter any secondary phone numbers (such as cell
phone).
Mobile Enter the customer user’s cell phone number.
Fax Enter the primary fax phone number.
Administrative Note Enter a text description of the customer business.
Time Zone Select the time zone appropriate for this user’s
location.
Modify Click to save the changed information entered on
this page and update the user record.
Close Click to close this window.
Table 5-28 Customer Profile Fields
Field Description
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Information gathered by the Discovery and Inventory services is permanently preserved and protected at
the Cisco backend. Privacy-related data is not preserved.
Cisco uses this information for “Dun & Bradstreet” type reports on historical data, which includes data
on deleted or non-current Smart Care customers. Those reports do not include any sensitive,
privacy-related information. These reports are also not used for direct marketing.
For customers who negotiated a contract, their information stays in Encover and the various Cisco
contract management systems permanently. As with Cisco backend data, privacy agreements describe
how this data is secured and protected.
Note User names and passwords are not saved at the Cisco back end.
After the customer is deleted, the customer data is no longer accessible from the Smart Care Service
Control Panel by any user (the partner as well as the Smart Care Administrator). Table 5-29 describes
the general categories of information that Smart Care collects and which of this information is soft
deleted.
Table 5-29 Soft-deleted Information
Soft Deleted Information Description
Customer Information Name, Address, Contact details.
Customer Contract information Contract Number, Type, Status, Effective dates.
NETWORK_NAME Assigned name of the network.
IP_ADDRESS_TEXT IP Address served by the related network element.
SUBNET_MASK_NAME Subnet mask applied to the related IP address.
DEFAULT_GATEWAY_NAME Default gateway for the related IP protocol
endpoint.
SERIAL_NUMBER Trusted serial number of the physical element.
UDI_ID Business Key representing the PEP Unique
Device Identifier, and emerging standard.
MODEL_NAME Name of the physical elements model, as provided
by the collector.
SERIES_NAME The broader name of the class of hardware this
element falls into. Can been seen with a broader
PID (Cat 6000 routers versus Cat 6000, Cat6500,
Cat 6501...).
FRU_ID Field Replaceable Unit identifier. Used by TAC
engineers for ordering replacements.
HARDWARE_VERSION_ID Version code representing the hardware, also
known as the Vendor ID (VID).
MANUFACTURING_PID_ID Trusted individual Marketing PID of the physical
element (does NOT represent the combined
Marketing PID of a related set of physical
elements (for example, Supervisor card with
onboard MSFC).
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Note After a customer is hard deleted, device-specific information, community strings, user names, and
passwords (which never leave the customer network) are deleted.

Information that is never deleted are customer quotes in Encover, quotes and contract details in CIBER,
and customer profile information in CAAS and ERP. These sources protect information as disclosed in
their respective privacy agreements.
Location
Smart Care Service accurately reflects customers’ networks that are distributed over multiple locations.
The topology assumption made by Smart Care Service is that the appliance or client can see all the
customer devices, regardless of location.
A location is a physical grouping of devices. Location is distinguished from site, which is where the
hardware appliance is installed. For customer networks that are not routable from a single location, you
need to install as many clients necessary to provide the desired coverage. In this case, the Dashboard
view displays each appliance or software client as a unique customer.
To manage locations, click Administration > Location. The Locations page for this customer displays as
shown in Figure 5-63.
SOURCE_SERIAL_NUMBER Unvalidated serial number of the physical
element.
SOURCE_MANUFACTURING_PID_ID Individual, unvalidated Marketing PID as
reported by the collector.
MANUFACTURER_NAME The particular brand/manufacturer of the
physical.
ASSEMBLY_REVISION_ID Manufacturing Assembly Revision of the physical
element.
CURRENT_AMT Amount of electrical current supplied or
consumed by the physical element.
DESCRIPTION Textural description of the element.
FIRMWARE_VERSION_ID Version of the firmware employed by the element.
SOFTWARE_VERSION_ID Version of the software installed on the element.
Table 5-29 Soft-deleted Information (continued)
Soft Deleted Information Description
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Figure 5-63 Displaying Customer Locations
Table 5-30 describes the Locations page fields.
To locate other places where network equipment is located, click Search for Other Locations. The Add
Location page displays as shown in Figure 5-64.
Note Locations that are not accessible for same day or next day service are noted as such.
Table 5-30 Locations Fields
Field Description
Go Click to process your selections and produce a
report.
Location Name A descriptive label for the location.
Address The physical address of the location.
Supported Service Level Shows service support information.
No. of Devices The number of Smart Care devices at this
location.
Search for Other Locations See below.
Page Allows you to navigate through multipage
displays.
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Figure 5-64 Finding Other Locations
Table 5-31 describes the Add Location page fields.
To add a location, click Add. The Add Location page displays as shown in Figure 5-65.
Table 5-31 Add Location Fields
Field Description
Show Use the checkbox to control if this user
information is displayed or not.
Primary Indicates primary location.
Location Name Is a descriptive label for the location.
Address The physical address of the location.
Supported Device Level Shows support level information for each
location.
No. of Devices The number of Smart Care devices at this location
Also Available Displays additional locations.
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Support
Figure 5-65 Adding a Location
Table 5-32 describes the Add Location page fields.
Support
The support links provide contact and program information for the Smart Care Service. To view contact
information, click Support. The Support page displays as shown in Figure 5-66.
Table 5-32 Add Location Fields
Field Description
Customer name The customer short name.
Address The physical address for this location.
City The name of the city for this location.
State/Province The name of the state or province for this location.
Zip/Postal Code The zip or postal code for this location.
Country The name of the country for this location.
Add Adds the location to the Locations page.
Cancel Closes the window without saving changes.
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Support
Figure 5-66 Support Information
Click Go to Cisco Smart Technical Documentation for copies of Smart Care Service user guides, references,
and the current release notes.
Click Go to the Smart Care program website for information on the Smart Care Service program. Click Device
Details Template (.csv) to obtain a template containing details on supported devices that you can add to the
Inventory service.
Click Download the Latest Software Client Version Now to download the current Smart Care Network Client.
Click Access Location Information for Hardware Appliance Updates to download current Network Appliance
firmware updates. Follow the prompts to upgrade the Network Client or Network Appliance.
Note Remember to copy the Accept link information when updating your Hardware Appliance. See the
Important Notice details for more information.
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Support
Contact Support
Figure 5-67 Contact Support
For help with using the Smart Care Service application, Network Client, or Hardware Appliance, contact
the appropriate Technical Assistance Center. For help with registration, pricing, quoting, and other
non-technical issues, contact the appropriate Service Support Center.
Supported Device Matrix
To see which devices are supported and which services these devices run, click Support > Device Support
Matrix. This matrix also shows which versions of OS (IOS, CatOS, PixOS) are supported. This matrix is
also included in Appendix A, “Devices Supported by Smart Care Service.”
Customer Privacy Notice
To see the Smart Care Service Privacy Agreement, click Support > Customer Privacy Notice.
Help
Click Help in the Help section to display Smart Care help . This is the same as clicking the Help link on
the banner.
In the Technical Documentation section, click Go to Cisco Smart Care Service Technical Documentation to
access the user manuals that support this release.
Note The Smart Care Help system is not available by pressing F1. Pressing F1 in a browser window launches
the browser help system instead.
Managing Your Profile
To display the current profile of the person logged in, click Administration > Personal Profile. The My
Profile page appears as shown in Figure 5-68
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Figure 5-68 Managing Your Profile
Table 5-33 describes the My Profile page fields.
Table 5-33 My Profile Fields
Field Description
Login Name Change my username.
First Name Change my first name.
Middle Name Change my middle name.
Last Name Change my last name.
User Type Change the capabilities the user has. Valid values
are: Administrator (can change any
partner-editable information), or User (limited
abilities).
Address 1 Change my physical address.
Address 2 Change my suite number or secondary address
information.
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Backing Up Your Smart Care Data
Backing Up Your Smart Care Data
To back up the data on your Network Appliance, follow these steps:
Step 1 Click Administration > Assessment Appliances.
Step 2 Click View for the appliance you want to back up.
Step 3 The Manage Appliance screen displays. In the Appliance BackUp field, click Start.
Because Smart Care maintains registration, service, and inventory information on the backend server at
Cisco, the only data at risk in a system failure is the data stored in the client itself. To back up this data,
the Appliance Backup feature creates a CSV file with the following fields:
• Device IP address
• Site
• Device type
• Protocol (telnet, ssh, http, https)
• CLI user name
• CLI password
• Enable password
• SNMP Read Community string
e-mail Change my user’s e-mail address.
Designation Change the description for the user, for example,
network administrator.
City Change my city.
State Change my state or province.
Country Change my country.
Postal Code Change my postal code.
Phone 1 Change my primary phone number.
Phone 2 Change my secondary phone numbers (such as
cell phone).
Mobile Change my cell phone number.
Fax Change my primary fax phone number.
Note Change the text description for the user.
My Time Zone Change my time zone.
Daylight Savings Select this check box to enable system time
changes for the Daylight Saving Time schedule
for the time zone selected in My Time Zone.
Modify Click Modify to save the changed information
entered on this page and update my record.
Table 5-33 My Profile Fields (continued)
Field Description
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Banner Functions
• SNMP Write Community string
To create a backup CSV file, follow these steps:
1. In the Appliance Backup section of the Managing Appliances page (see Figure 5-8), click Start.
2. At the prompt asking if you wish to continue, click Yes.
3. Wait for the Network Appliance or Network Client to process the request.
4. When prompted, click Save to save the file to a local directory, which you specify.
5. Confirm that the CSV file was created properly by navigating to the directory you specified and
opening the CSV file. A sample file is shown in Figure 5-69.
Figure 5-69 Sample CSV Backup File
For information on restoring from a backup CSV file, see the “Restoring Data from Backup” section on
page 6-6.
Banner Functions
The following functions are located on the Smart Care banner and are always available.
Smart Care Acceleration Program
To access the Smart Care Acceleration program, click Smart Care Acceleration and use your CCO user
name and password to log in.
If you are not familiar with this program, contact the Cisco Smart Care Administrator.
Getting Help
Online help for Smart Care is available from the Help link. You can also access help by clicking Support
> Help. For more information, see the “Help” section on page 5-74.
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Banner Functions
Exiting the Service
To exit the Smart Care Service, click Logout. At the prompt confirming your intentions, click Yes to close
this session.
Software Version Information
To determine the version level of the software, click About. This version of the guide documents Smart
Care Release 1.0.
C H A P T E R
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Troubleshooting
Discovery and Inventory Issues
The following issues can occur when running Discovery and Inventory services.
Device Was Added with Incorrect Device Type
If you add a device with the wrong device type, follow these steps:
Step 1 Delete the device from Device Inventory.
Step 2 Re-run Discovery.
Step 3 Select the correct device type.
Step 4 Re-run Inventory.
Discovery Does not Identify Device Type
SNMP should be enabled on the network. RO (read only) is preferred. For security purposes, if you are
enabling SNMP, you should set the community string to something other than “public” (the new
community string then needs to be specified during discovery).
Note The following characters are allowed in the SNMP string: “a-z, A-Z, 0-9 ,_.;*%#+-$~!^( )@|=:”

Also, any IPS or IDS systems in place will get alerts from the discovery action.
Setting up the SNMP String for Call Manager
The following link describes how to set up SNMP community string for Voice Applications:
http://cisco.com/en/US/products/sw/cscowork/ps5431/products_user_guide_chapter09186a00801c1bd7.html
Discovery and Inventory Taking too Long
If Discovery is taking more than a few minutes:
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Discovery and Inventory Issues
Try a smaller subnet or a known range of IP addresses.
If Discovery times out again or takes too long, follow these steps:
Step 1 Stop running D&I.
Step 2 Click Enter next to Inventory service.
Step 3 After the popup window opens, click Finish to end the session.
Step 4 Check client status by clicking:
Customer Name > Administration > Assessment Appliance Configuration > View.
Step 5 Click the appliance name hyper link and wait for the popup window to display the client status.
Step 6 Click Refresh.
If status of appliance is displayed, then the client and the Dashboard are communicating.
Responding to There are no inventory run devices/devices that support the service
Message
Check the list of supported devices and services supported for the device in the Partner Dashboard under
Support. The Inventory service for the devices must be completed before running any other services.
Appliance status displays Appliance Status : Operation queued in server for remote
client processing
Your display stays in this state and does not complete. Eventually you receive the Timeout: Client
Failed to respond message.
Check the network to make sure the device is reachable by the CLI (telnet/ssh) or http/https (in case of
application). If the device is reachable, then there may be a problem parsing the output from the device
because the device may not be supported in the current release of the client.
For Cisco devices that are reachable through CLI, the following information will help to diagnose the
device characteristics (CLI commands above may not work on all the device):
Show version
Show Running-config
Show inventory
Show inventory raw
Show diag
Show mem
Show flash
Show interface
Show interface stat
Show qos status
Show processes cpu
Show buffer
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Show chassis
In addition, use an SNMP get tool like GetIf to capture the SysObjID of the device.
Customer Site versus Location
Site is where the Network Appliance installed. Locations are addresses where the devices are located. In
the device inventory, the locations can be viewed and updated.
Client Registration Fails with the Partner (CCO) login?
The partner login ID used in the client registration must exist as a Partner Administrator or as a Partner
User. Go to Partner Dashboard > Administrator > User menu to verify that the user exists.
Adding Customer Information in the Dashboard before Installing the Network
Appliance
Adding a customer with a unique login name (CCO ID) is recommended but is optional. When
registering the software or the hardware client, you can specify the Customer Login name (same as
Customer’s CCO ID) and it will automatically associate the Customer with the client and add the Site.
This avoids extra steps.
Static IP or DHCP Address for the Network Appliance
We recommend assigning a Static IP within the customer network. Running the conf ip command from
the console will ask for D|S for Dynamic or Static. Enter S . Assign a Static IP, Subnet Mask, and
DNS1/DNS2 server names. The appliance does not support long client names. Assign a client name of
no more than 15 characters.
Hardware Appliance Registration Fails
Use the reload command to reboot after changing the IP address. When you run the register command,
make sure the partner CCO ID is set up as Partner Admin or as Partner User in
https://tools.cisco.com/smartcare/.
Also the Client Name or the Site Name must not contain spaces. For example, enter SanJose instead of
San Jose. Do not use the backspace key when entering information because it causes the registration to
fail. An outbound HTTPS (port 443) connection to tools.cisco.com from the appliance is required for the
appliance to register.
Registering the Hardware Appliance in the Lab
A partner can register a Hardware Appliance in their lab and then move it to customer network. The
hardware client needs a new IP address based on the customer’s network. Use the conf ip command to
assign a new IP address and reboot (reload command) the appliance.
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Responding to Client re-installation failed error message- 1628 Error Message
This is a known problem with Install Shield.
To solve the problem, follow these steps:
Step 1 Go into task manager (Ctrl-Alt-Del) and kill any msiexec.exe processes.
Step 2 Clean the windows temp directories. (e.g. c:\Windows\Temp).
Step 3 Reboot.
Step 4 Restart the installation.
Assigning and Enabling a Client
Once a client (Network Appliance hardware or Network Client software) is successfully registered, it
will show up under Administration in the partner’s dashboard. You can add a site to the customer by
clicking Add Site, choosing the customer, and entering a site name like city name or Geo location. Then
click Assign/Unassign to assign the client to the customer. Once you are done, the Dashboard will show
the status as Assigned. Click View on the far right and choose Enable and click Save.
Browser Response or Display Problems
Internet Explorer 6 is the only browser currently supported and recommended for use with the
dashboard. For the dashboard to work correctly, turn off any pop-up blockers including any Yahoo! or
Google toolbars. (There are some known issues using the IE 7 browser.)
Services Grayed Out
Services may appear to be unavailable for a customer if:
• A Network Appliance is not assigned and enabled.
• A valid contract for these services is not in force for the customer.
Network Devices not Keeping Correct Time
It is important to keep your network clocks synchronized to the same time. Using NTP to coordinate the
device clocks on customer networks is an acceptable solution. However, when configuring NTP be sure
to enable periodic checks in the event a device clock is not keeping accurate time. By periodically
resynchronize to the NTP time server, any network device clock that is not keeping correct time will be
reset to the correct time.
Relogging into Smart Care Service
The current version of the Smart Care Service allows partners to log out and then relogin without
authenticating. The application works normally and data is not affected. No user action is required
should this occur.
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Useful Tips
Browser Session Fails
Rarely, when you attempt to start the application, the browser will hang and display a blue screen. If you
experience this condition, contact Cisco Technical Assistance Center (TAC) for a resolution.
Discovery Discrepancies
The Discovery service can be run in two ways: the first time Discovery is run after installation, and
subsequently it is run as a scheduled service. Both types of Discovery are processed in the same fashion.
However, if you run the scheduled Discovery service with a set of IP subnets that are different from the
first run Discovery service IP subnets, the list of devices discovered from both the operations is
completely different. If you intermix these discovery operations the delta change list will show all the
devices in the current discovery as being new and will show the devices from the previous discovery as
missing.
Useful Tips
The following information is useful for this release.
• Since the installation preserves the registration information, you do not need to re-register the client.
• Connect null modem cable to serial port on a PC.
• Set baud rate to 9600 - N81.
• The default user name/password for the Network Appliance is: cisco/cisco.
• The default Administrator password is: admin.
• Use the register command when registering to the SMB Server.
• Use the show status command to obtain status.
• The Core network assessment report may not be accurate. Do a refresh to get the right status.
• To configure Proxy, use the conf ip command from Network Appliance CLI.
• Smart Care clients support a hostname of only 63 characters. When configuring a client using
DHCP, if the DHCP server returns a hostname with a length of more than 63 characters, Smart Care
uses localhost as the hostname.
• The update command supports only one option with the release/patch file name as parameter.
• The mailtrace command can be used to e-mail the device trace log files. Initially it computes the
total size of the compressed device trace file and prompts the user for confirmation. If the user
responds with yes, it prompts for the from address, to address, and SMTP address for sending the
mail.
• Use the passwd admin/cisco command to change the admin/cisco password.
• Administrators can use the clientsw command to restart the Network Client (OpsXML).
• Press Shift-Ctrl-C to send a Ctrl-C from the remote control terminal.
• Pressing Esc will disconnect the remote control connection.
• To send an Enter, press Space-Enter from the remote control terminal.
• If the Proxy Server uses NTLM authentication, then the user name and password must be set on the
client proxy setting.
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Restoring Data from Backup
• For the Smart Care Network Client to run in a Proxy topology, it must be launched as a console
application.
• The Network Client requires the following minimum OS levels:
– Windows XP (SP2 or higher)
– Windows 2000 (with SP3 or higher)
– Windows 2003 Server (SP1 or higher)
• Changing the user profile time zone can cause service schedule information to display incorrectly.
• Call Manager 4.1 and higher users should select HTTPS as the access protocol at Step 2 of the
Inventory service wizard.
• Call Manager versions 3.x, 4.x, and 5.x require the SNMP community string to be specified.
• You must have a valid contract in place before the Cisco mandatory Discovery service can be
scheduled.
• When you assign a client and then enable it, it correctly shows as being enabled in the Smart Care
application. When you unassign the client, its status incorrectly reports the client as still being
enabled.
• You need to manually set the device types for discovered IP phones.
• The –e option has been added to the ping command to send continuous ICMP packets. If you do not
set the -e option, ping sends only 4 ICMP packets.
• Special characters are removed when importing customer profiles from the Cisco backend database.
• ASA/PIX devices do not support Core Assessment services.
Restoring Data from Backup
The restore operation currently supports only the use of the backed-up device information during an
inventory session. During inventory, instead of entering the device information manually, copy the data
from the CSV file (see the “Company Profile” section on page 5-62) and paste it in the inventory input
screen (see the Figure 6-1).
Be sure to select all rows and copy. Then click Paste on the inventory wizard. This will paste the device
information for each device to the text boxes in the Inventory Wizard Step 2 by comparing the IP Address
and Site information in the copied data and the IP Address and Site in the inventory session.
Figure 6-1 Inventory Input Screen
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Replacing a Network Appliance
While pasting, if there are extra devices in copied data or there are devices in inventory session whose
data is not available in the pasted data, an error message is shown with those device details.
If a device is to be added to the inventory, it has to be done either through Discovery or by clicking the
Add by IP Address option before starting the Inventory service. During the Inventory service session, there
will not be any support available to add new devices. It will support only pasting the data of devices that
are already added to inventory and are selected for inventory operation.
Replacing a Network Appliance
To remove a Network Appliance and replace it with a new one, follow the steps:
1. Back up the data from the Network Appliance to a CSV file using backup option described in the
“Company Profile” section on page 5-62.
2. Unassign the Network Appliance from the customer site.
3. Register the new Network Appliance to Cisco Smart Care Server.
4. Assign the new Network Appliance to the customer site.
5. Enable the Network Appliance.
6. Start an Inventory service session.
7. Copy the device details from the CSV file to the inventory input.
8. Run the inventory.
Responding to Common Error Messages
Table 6-1 explains how to respond to common error messages generated by Smart Care.
Table 6-1 Responding to Common Error Messages
Error Message Displayed
Login
person Situation Solution
Communication with Partner DB failed, please try
again later: Reason-<reason>
Partners
only
Encountered while
logging into the
Smart Care portal or
registering the
partner company.
Check the PDBSOA web service.
It should be up and running.
There is error while parsing xml response from PDB:
Reason...
Partners
only
Encountered while
logging into Smart
Care portal or
registering Partner
company.
Check that the CCO user ID
conforms to XML standard
format.
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Responding to Common Error Messages
The basic requirements for eligibility to use this
application are not in the records for this login
information. Please contact your Cisco representative
to confirm your eligibility. Please check the URL for
details about how to gain the
Specialization/Certification.
http://tools.cisco.com/WWChannels/GETLOG/welc
ome.do Thank you.
Partners
only
Encountered while
registering the
partner company.
Ask the Cisco representative to
confirm that you are qualified for
Smart Care.
There is no partner company associated for given user
ID. Please use Self Service Tool
http://tools.cisco.com/WWChannels/GETLOG/welcome.do
to verify that your Cisco.com User ID is associated
with the appropriate Cisco Partner company.
Partners
only
Encountered while
registering the
partner company or
at partner log in.
If the Self Service Tool does not
help you solve this problem,
contact your Cisco
representative.
Initilization of Authorization Manager failed:
Reason...
Partners
Customers
Admins
This error usually
displays when JVM
is not able to start the
Authorization
Manager for the
stated reason
Check the log file for any
exceptions encountered while
accessing the database or
database table, or any other
resource causing the problem.
There is no matching record found for entered
partner:
Partners
only
Encountered when a
partner user is trying
to register, or a
partner administrator
is trying to add a
partner user. and no
partner database
company association
is found for this
partner user.
The partner needs to use the
partner database URL to
associate their CCO ID with their
company in the partner database.
You are no longer associated to ? company. If you
have switched companies and still require access to
this tool, then you will need to contact your new
Administrator for access.
Partners
only
Encountered while
logging into the
partner portal.
The user is not associated with
the old company. The user needs
to have their admin change their
association in the partner
database.
There is communication error while interacting with
CA Service: Reason...
Partners
only
Encountered while
searching or creating
customer.
There may be a backend system
or systems that are down.
Your Cisco.com User ID is not currently registered
for the Cisco Smart Care program. Please contact
your Smart Care Partner to be added to your
Company's profile.
Customers
only
Encountered when
the customer user is
not registered to his
company for Smart
Care
The partner should add and
register this user
Table 6-1 Responding to Common Error Messages (continued)
Error Message Displayed
Login
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Responding to Common Error Messages
Your company is already registered for the Cisco
Smart Care program. Please contact your
Administrator, ?, ? to be added as a registered user for
your company. If you believe that you have received
this notification in error, please visit the Partner Self
Service Tool
http://tools.cisco.com/WWChannels/GETLOG/welcome.do
to verify that your Cisco.com User ID is associated
with the appropriate Cisco Partner company.
Partners
only
Encountered when
the partner’s
company is already
registered and this
user needs to be
added to have access
to Smart Care
The administrator needs to add
this user.
You do not have permissions to access this tool. Your
account is not Active. If you are partner use, contact
your Partner Admin. If customer, contact your partner
for access.
Partners
Customers
Encountered when
the users status is not
active.
Find out why the user status is
inactive and if appropriate,
activate it.
Your partner company is not Active - You do not have
permissions to access this tool
Partners
only
Encountered when a
partner company is
inactive.
Contact your Cisco
representative and ask why the
partner company status is
inactive.
For ?, ? Cisco Smart Care services are not available in
country ?. If this message has been reached in error
and the address parameters entered are indeed valid,
please open a case <A
href=SAM_OPEN_CASE_URL
target=\"SAMCHECK\">here</a> in order to have
the issue corrected. Once the case has been resolved,
please come back to the Cisco Smart Care Portal to
add the customer address"
Partners
only
Encountered when
the Geo location is
not found in the SAM
tool.
Contact your Cisco
representative and ask for this
information to be added in the
SAM tool.
Smart Care services are not available at location ?, ?
in country ?
Partners
only
Encountered when
the Geo location is
found but service not
available in the SAM
tool
Contact your Cisco
representative for additional
information.
SAM Services are not configured correctly Partners
only
Encountered when
SAM tools are not
configured correctly.
Contact your Cisco
representative for additional
information.
Table 6-1 Responding to Common Error Messages (continued)
Error Message Displayed
Login
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Responding to Common Error Messages
The location ?, ? has only Same-Day-Ship (SDS)
Smart Care service in country ?
Partners
only
Encountered when
only SDS is available
for given customer
location and the
customer wants other
than SDS service.
Find out why this is not an
acceptable shipping solution.
There has been an error while validating your address
information. If you believe that the address
parameters entered are indeed valid, please visit the
<A href=\"CUSTOMER_CREATE_CASE_URL
target=\"SAMCHECK\">Cisco Service Support
Center</a> to open a case and take corrective action."
Partners
only
Encountered when
there is validation
error for any
customer in any
theater.
This error should only occur
when there is validation error.
Table 6-1 Responding to Common Error Messages (continued)
Error Message Displayed
Login
person Situation Solution
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Best Practices
Best Practices
This section describes best practices for working with various aspects of Smart Care.
Optimizing Discovery and Inventory
The Smart Care Discovery algorithm uses CLI, ping, and SNMP resources to gather all variances across
all supported Cisco product lines to generate an inventory based on electronic IDs of Cisco devices.
Network Inventory is the electronic retrieval of Product IDs and serial numbers from Cisco devices
(including modules).
The analysis, validation, and linking of retrieved inventory data, performed by Cisco’s intellectual
capitol at Cisco's back end-data farms, is provided to the Smart Care partner interface.
This is a compute-intensive process that can benefit from your being as precise as possible is defining
the target network for Smart Care to discover.
If you do not do this, Discovery and Inventory is greatly affected by discovering nonentities or
misconfigurations. Bad information and imprecise targeting will mean long processing times or failure
to complete.
Therefore, Cisco recommends as best practices that you:
• Specify the subnet containing the devices to be discovered. Or:
• Specify known IP ranges that include Cisco device addresses as opposed to addresses that have a lot
of non-Cisco devices, such as workstations, prints, and the like.
• If you have a big network, break it down to specific targeted ranges.
• Start with the customer topology to help refine your address ranges.
• Confirm that all Cisco chassis in target network have:
a. IP enabled (turn on IP routing).
b. SNMP v1 or 2 enabled.
c. Confirmed a known working good SNMP read-only community string.
d. Confirmed telnet or SSH enabled,
e. Confirmed at least one of the following:
– Known good working telnet password
– Known good SSH username or password
f. Confirmed that echo reply (ping) is permitted by device.
g. Confirmed that UDP port 161 snmp get data transmit/receive is permitted by the device.
h. Confirmed that TCP port 23 data is transmit/receive is permitted by the device in support of
telnet CLI log in.
i. Confirmed that TCP port 22 data is transmit/receive is permitted by the device in support of SSH
CLI log in.
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Backing Up and Restoring Cisco Smart Care Data
Optimizing the Client Functionality
1. Confirm the standard IP profile: IP address, subnet mask, DNS server, default gateway is assigned
for this device.
2. Configure a proxy server if applicable.
3. Confirm that the client has access to the protocols specified in the Smart Care Service Configuration
Guide’s Pre-installation Check List, including:
– ICMP port 1, 8 (These are industry echo and echo reply services.)
– UDP port 161
– UDP port 443
– TCP port 22, 23
– TCP and UDP port 80
Multi-channel Server Limitation
During Discovery, certain brands of Multi-Channel Servers (MCSs) will not display their serial number
unless you install a patch from the manufacturer on that server. Some of these patches have been found
to be unreliable. Therefore, some users have decided against installing them. If this is the case, you will
need to manually add the serial number to these MCS devices.
Backing Up and Restoring Cisco Smart Care Data
Currently the Cisco Smart Care Service does not have a backup and restore function for the data that will
be stored on the Network Appliance or the Network Client. To facilitate migrating from a presales
assessment to an installed Network Appliance or Network Client, or in the case where a unit needs to be
replaced, follow this procedure. Cisco also recommends that you do this periodically to make sure that
the customer Discovery and Inventory information is as current as possible
To create a backup, follow these steps:
Step 1 Open a spreadsheet file and name it Discovery.
Step 2 Run a Discovery service and after Discovery is finished, highlight everything on the dashboard, and copy
and paste it into the spreadsheet.
Step 3 Take screenshot(s) as a validity check for the spreadsheet file.
Step 4 Run the Inventory service and write down the user names, passwords, and the like for each item next to
it on the spreadsheet.
Step 5 When Inventory completes, select a new tab on the spreadsheet and name it Inventory.
Step 6 Highlight all of the inventory data and copy and paste it into the new Inventory spreadsheet.
Step 7 Copy the user names and passwords onto that sheet.
Step 8 Take screenshot(s) as a validity check for the spreadsheet file.
To restore from backup, follow these steps:
When the new Network Appliance arrives, reverse the steps for manually entering information by
copying and pasting from the spreadsheet.
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Welcome Screen
To maintain current backups, repeat this process weekly, monthly, or quarterly as your network
information changes.
Welcome Screen
The Welcome screen includes useful links for resources like Cisco Technical Support and training. The
Welcome page is displayed by default when the application opens. If you have closed the page or
unchecked the Always show this Page when I login checkbox, click the Welcome link in the navigation pane
to redisplay it.
Online Help
To display an online version of the Smart Care partner or customer user guide, click the Help link on the
page header.
Contacting Technical Support
Before you contact the Cisco Technical Assistance Center, gather all information relevant to the
problem, such as screen captures, versions of the Smart Care Application, Network Appliance, or
Network Client.
Support contact information is available on the Support link of the Smart Care application. Instructions
for filing a support request online are available in the Smart Care Service Release Notes for this release.
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A P P E N D I X A
Configuring Syslog Support
If no Syslog server exists in the network and the opportunity to enable one in the network does not exist,
the Smart Care Service client can be configured to provide the functionality of a Syslog server.
Configuring the Client
Because the Smart Care Service client is typically located in the most secure segment of the network,
Syslog traffic is not typically allowed by default.
Passive Monitoring service (that is, Syslog) provided by the Smart Care Service client, is dependent on
the network allowing devices that are logging to it, to have access to the client on UDP port 514 (Syslog).
The Syslog process on the device initiates the contact, so ACLs or NAT configurations (as appropriate)
are required for the traffic to be able to reach the Syslog server running on the Smart Care Service client.
For example, create an ACL on all traffic-blocking devices for each device that should be granted
permission on port UDP 514 to the Smart Care Service client. Such an ACL would contain entries like:
access-list outside extended permit udp host 10.2.11.3 host 10.2.12.240 eq 514
access-list outside extended permit udp host 10.2.10.3 host 10.2.12.240 eq 514
Configuring Cisco Devices for Syslog
To configure Smart Care Service for IOS devices, follow these steps:
Step 1 To ensure that logging is enabled, use the logging on command.
Router(config)# logging on
Step 2 To specify the Essentials server that is to receive the router Syslog messages, use the logging ip_address
command, where ip_address is the address of the server that collects the Syslog messages.
Router(config)# logging 1.1.1.1
Step 3 To limit the types of messages that can be logged, set the appropriate logging trap level with the logging
trap informational command. The informational portion of the command signifies severity level 6. This
means all messages from level 0-6 (from emergencies to informational) are logged to the server.
Router(config)#logging trap informational
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Appendix A Configuring Syslog Support
Configuring Catalyst Devices
Valid logging facilities are local0 through local7. Valid levels are:
• emergency
• alert
• critical
• error
• warning
• notification
• informational
• debug
Step 4 To verify if the device sends Syslog messages, run the sh logging command.
You see the all the Syslog messages that are sent. If you do not see the Syslog messages, ensure that this
is configured:
logging on
logging console debug
logging monitor debug
logging trap debug
Caution Do not change device SNMP Write Community strings for Smart Care. Smart Care does not
require the Write Community strings to be modified and doing so may expose your devices
and network to unauthorized access.
Configuring Catalyst Devices
To configure Smart Care Service for Catalyst devices, follow these steps:
Step 1 Ensure sure logging is enabled with the set logging server enable command.
Catalyst> (enable) set logging server enable
Step 2 Specify the Essentials server that is to receive the router Syslog messages, with the set logging server_ip
command. server ip is the IP address of the server.
Catalyst> (enable) set logging server 1.1.1.1
Step 3 Limit the types of messages logged to the server. Enter set logging level informational, where
informational signifies severity level 6. This means that all messages from level 0-6 (from emergencies
to informational) are logged to the server.
Catalyst> (enable) set logging server severity 6
Step 4 To see the if Syslog messages are sent, use the sh logging buffer command.
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Appendix A Configuring Syslog Support
Configuring Catalyst Devices
You see the Syslog messages that are sent. If you experience problems with switches, try this
configuration:
set logging level all 7 default
set logging server enable
set logging server 1.1.1.1 (your Unix Syslog server ip address)
set logging server facility LOCAL7
set logging server severity 7
#syslog set logging console enable
set logging server enable
set logging server 1.1.1.1
set logging level cdp 7 default
set logging level mcast 7 default
set logging level dtp 7 default
set logging level dvlan 7 default
set logging level earl 7 default
set logging level fddi 7 default
set logging level ip 7 default
set logging level pruning 7 default
set logging level snmp 7 default
set logging level spantree 7 default
set logging level sys 7 default
set logging level tac 7 default
set logging level tcp 7 default
set logging level telnet 7 default
set logging level tftp 7 default
set logging level vtp 7 default
set logging level vmps 7 default
set logging level kernel 7 default
set logging level filesys 7 default
set logging level drip 7 default
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Configuring Syslog
set logging level pagp 7 default
set logging level mgmt 7 default
set logging level mls 7 default
set logging level protfilt 7 default
set logging level security 7 default
set logging level radius 7 default
set logging level udld 7 default
set logging level gvrp 7 default
set logging server facility LOCAL7
!
Step 5 Enter the sh logging command.
You see the this output:
Logging buffer size: 500
timestamp option: enabled
Logging history size: 1
Logging console: enabled
Logging server: enabled
{1.1.1.1}
server facility: LOCAL7
server severity: debugging(7)
Current Logging Session: enabled
Configuring Syslog
As root in SunOS, modify the /etc/syslog.conf file with commands to sort out the Syslog messages from
the source devices and to determine which logging facilities (levels) go in which files. You can make a
back up of this file prior to modifications. There must be a tab between the logging facility level and file
name. The file must exist and be writeable.
The #Comment section at the start of syslog.conf file explains syntax for the system.
Do not put file information in the ifdef section. Syslogd must be restarted, by root, to acquire changes.
Ensure that the entry and the log file in the syslog.conf file are tab-separated. Spaces do not work. Read
the main page for syslog.conf for more information (main syslog.conf).
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Appendix A Configuring Syslog Support
Configuring Syslog
Examples
If /etc/syslog.conf is set for local7.warn /var/log/local7.warn, then the warning, error, critical, alert,
and emergency messages come in on the local7 logging facility are logged in the local7.warn file.
However, the notification, informational, and debug messages come in on the local7 facility and are not
logged anywhere.
Note There must be a tab character between the filename and the logging level.
If /etc/syslog.conf is set for local7.debug /var/log/local7.debug, then the debug, informational,
notification, warning, error, critical, alert, and emergency messages come in on the local7 logging
facility are logged to the local7.debug file.
Note There must be a tab character between the filename and the logging level.
If /etc/syslog.conf is set for local7.warn /var/log/local7.warn .local7.debug /var/log/local7.debug,
then the warning, error, critical, alert, and emergency messages come in on the local7 logging facility
are logged in the local7.warn file and the debug, informational, notification, warning, error, critical,
alert, and emergency messages come in on the local7 logging facility are logged to the local7.debug file.
(In other words, some messages go to both files!).
Note There must be a tab character between the filename and the logging level.
If /etc/syslog.conf is set for *.debug /var/log/all.debug, then all message levels from all logging
facilities go to this file. For RME Syslog facility the important line in syslog.conf is local7.info
/var/log/nmslog. This is the file location you specify in Resource Manager Essentials (RMEs) Syslog
setup.
Note There must be a tab character between the filename and the logging level.
Correcting the Syslog Timestamp
Catalyst Switch
To ensure that timestamp is enabled, issue the following command, and ensure that the time and
timezone are correct:
set logging timestamp enable
Router
To ensure the correct time is displayed, issue the following command, and ensure that the set clock
command has the correct time in enable mode, and the correct timezone is specified in with set clock
timezone command in global config:
sh clock
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Configuring Syslog
Note Check the DATE on the device. If the timestamp on the device is older than the timestamp on the RME
machine, the log messages is put in the unexpected device category.
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A P P E N D I X B
Configuring SNMP Support
This information is included to help users enable SNMP for Cisco Unity so that Smart Care Network
Client and Network Application can discover it correctly.
To configure SNMP properly, follow these steps:
Step 1 Enable SNMP under Windows.
Step 2 Install the Event Monitoring Service (for Cisco Unity only).
Step 3 Run the Remote Serviceability Kit Wizard from the Cisco Unity Tools Depot (for Cisco Unity only).
The following screens show how to use the Event Monitoring Service.
Cisco Unity requires that the Event Monitoring Service and the Remote Serviceability Kit be installed
in addition to the basic Windows SNMP service for it to be discovered by the client.
These tools can be found in the Cisco Unity Tools Depot as shown in the following screen shots.
Installing the Event Monitoring Service
To install the Event Monitoring Service, follow this step:
• In the Tools Depot, click the Event Monitoring Service and login as shown in Figure B-1.
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Appendix B Configuring SNMP Support
Installing the Remote Serviceability Kit
Figure B-1 Starting Event Monitoring Service
Installing the Remote Serviceability Kit
To install the Remote Serviceability Kit, follow these steps:
Step 1 From the Tools Depot, click Remote Serviceability Kit to start the installation wizard as shown in
Figure B-2.
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Appendix B Configuring SNMP Support
Installing the Remote Serviceability Kit

Figure B-2 Running the Remote Serviceability Kit Wizard
Step 2 Click Next to install the components as shown in Figure B-3.
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Appendix B Configuring SNMP Support
Installing the Remote Serviceability Kit
Figure B-3 Installing the Cisco Discovery Protocol Components
Step 3 Click Next to continue the installation as shown in Figure B-4.
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Appendix B Configuring SNMP Support
Installing the Remote Serviceability Kit
Figure B-4 Remote Serviceability Kit Wizard
Step 4 Click Finish to close the installation wizard as shown in Figure B-5.
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Appendix B Configuring SNMP Support
Installing the Remote Serviceability Kit
Figure B-5 Remote Serviceability Kit Installed
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I N D E X
A
Address 2
C
Cisco portal function 2
Cisco Required Discovery 11
Cisco server function 2
Cisco Smart Care Service 1
City 2
Country 2
Customer devices 28
D
Designation 3
device count 1, 4, 11
Devices installed on the customer network 33
Displaying report details 53
Displaying service reports 51
E
Email 3
F
Fax 3
Features x
First Name 3
G
Generating a quote 33
L
Last Name 3
Location 69
location 69
Login Name 3
M
Middle Name 3
Mobile 3
O
Organization Name 2
P
Partner-initiated Discovery 11
Partner prequalifications 1
Partner registration 1
Partner User Details 3
Passive Monitor 7
Phone 1 2, 3
Phone 2 2, 3
Postal Code 2
Prequalifications for partners 1
Procedure
Generate a quote 33
Index
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To access a Network Appliance remotely 10
To add a partner user 20
To add discovered devices to inventory 31
To change a customer user account 65
To configure a time for a service to run
automatically 59
To create a backup CSV file 77
To display Cisco services 58
To display details about a report 53
To display service reports 51
To display Syslog messages 61
To display the Cisco devices installed 33
To display the recap screen 25
To display users created to manage a customer
account 64
To order a Network Appliance 9
To register a partner 1
To remove a Network Appliance and replace it with a
new one 7
To view customer devices 28
Q
Quote generation 33
R
Recap screen 25
Registration 1
Remote access 10
Report details 53
S
Service reports 51
Short Name 2
site 69
Smart Care Service
Features x
Smart Care Service environment 1
Smart Care Service system capabilities 2
State 2
Syslog Notifications 7
T
To order a Network Appliance 9
Types of Discovery Services 11