Hng dn m TAC case Cisco

1. ng nhp ti khon Cisco

- M trnh duyt, vo link: https://sso.cisco.com/autho/forms/CDClogin.html
- ng nhp bng username elcomtechsupport, password Elcom@123

2. To case hoc xem li case to

- Vo link: https://tools.cisco.com/ServiceRequestTool/scm/mgmt/case
- Chn New Case m case mi
 3. Bc 1 khi to case: Start

- Chn Support Case Type:

Diagnose and Fix my problem: khi c li xy ra, cn k s Cisco h tr
Answer my Question: khi cn gii p 1 vn , v d v cu hnh
Nn chn loi Diagnose and Fix my problem h tr nhanh hn
- Chn Extended Loss of Service: Khch hng c mt dch v hay khng ?
- Chn Next sang bc tip theo
 4. Bc 2 khi to case: Service Contract

- Nhp s Serial number ca thit b

- Chn Search m case cho thit b
 5. Bc 3 khi to case: Describe Problem

- in vo cc thng tin m t s c
Case title: tn case, v d Change Serial number on Service contract
 Case description: m t s c
Product: chn sn phm lin quan, v d ASR
Problem area: chn nhm s c v ci t, cu hnh, hot ng, nng cp
Chn cc trng sau b sung thng tin (nu cn)
o Thi gian xy ra s c
o M t cc bc x l: v d th reboot, th b cu hnh,
o M t s thay i ca mng gn y: v d mi thay i kt ni, cu
hnh thm dch v, ...
o Tn thit b: v d ASR 9010
o Phin bn IOS: v d IOS XR 4.3.4
- Chn Finish gi case

6. Bc 4 khi to case: Submit

- Kim tra li thng tin v chn Summit
- Sau khi gi s c mail bo v v s c k s Cisco tr li
 Hng dn nng severity case Cisco
- Gi vo s 1800585809 (min ph)
- Gp tng i vin, c s case SR, cung cp 1 s thng tin (tn, email, )
- ngh gp duty manager nng severity ln 1. Trnh by l hin ti thit b
ang li nghim trng, ang mt dch v, khch hng complain,
- ngh assign 1 k s Cisco vo case x l lun. Nu k s ang c
assign li not available (do lch shift time, on leave, sick, ) th ngh
requeue i sang ngi khc
- ngh k s Cisco m webex v gi mail link join

Hng dn s dng Webex

- M trnh duyt, vo link:
https://elcom.webex.com/mw3100/mywebex/default.do?
siteurl=elcom&service=10
- ng nhp bng username kdoan trung, password Elc0m@123
- Click Start Meeting, webex t ng to phng mi
- Click Invite mi thm ngi, hoc cung cp meeting number v pass
ngi khc join
 Hng dn to CASE RMA
1. ng nhp ti khon Cisco
- M trnh duyt, vo link: https://sso.cisco.com/autho/forms/CDClogin.html
- ng nhp bng username elcomtechsupport, password Elcom@123

7. To case hoc xem li case to

- Vo link: https://tools.cisco.com/ServiceRequestTool/scm/mgmt/case
- Chn New Case m case mi
 8. Bc 1 khi to case: Start

- Chn Support Case Type:

Request an RMA: To Case RMA phn cng
- Chn Severity of Problem : Chn mc nh hng t s c, chn mc 3:
Network Impaired c h tr nhanh hn.
- Chn Extended Loss of Service: Khch hng c mt dch v hay khng ?
- Chn Next sang bc tip theo
 9. Bc 2 khi to case: Service Contract

- Nhp s Serial number ca thit b

- Chn Search m case cho thit b
 10.Bc 3 khi to case: Describe Problem

- in vo cc thng tin m t s c
Case title: tn case, v d Change Serial number on Service contract
 Case description: m t s c
Product: chn sn phm lin quan, v d ASR
Problem area: chn nhm s c v ci t, cu hnh, hot ng, nng cp
Chn cc trng sau b sung thng tin (nu cn)
o Thi gian xy ra s c
o M t cc bc x l: v d th reboot, th b cu hnh,
o M t s thay i ca mng gn y: v d mi thay i kt ni, cu
hnh thm dch v, ...
o Tn thit b: v d ASR 9010
o Phin bn IOS: v d IOS XR 4.3.4
- Chn Finish gi case

11.Bc 4 khi to case: Submit

- Kim tra li thng tin v chn Summit
- Sau khi gi s c mail bo v v s c k s Cisco tr li

Hng dn ln B.O.M Cisco

1. Xem yu cu
- Kim tra li thng tin cn ln B.O.M. V d nh sau:
LAN Access switch loi Thng tin chung:
1 Chiu cao: 1U
Ngun: ti thiu 01
Hiu nng
Thng lng: Ti thiu 71 Mpps
H tr n 16.000 a ch mac-address
H tr n 1023 VLAN
B nh
512 MB RAM
128 MB Flash
Port kt ni
24 10/100/1000 Port Gigabit Ethernet (without PoE)
 Tnh nng lp 2
IEEE 802.1D Spanning Tree Protocol
IEEE 802.1Q VLAN
SNMPv1, SNMPv2c, and SNMPv3
IEEE 802.3x full duplex on 10BASE-T, 100BASE-TX, and
1000BASE-T ports
- Vi cc yu cu nh trn, dng Switch 2960 l p ng.
- S lng Port kt ni l 24 Port, port loi 10/100/1000 v khng h tr PoE
2. Tm m sn phm ph hp
- Nh v d trn a, sn phm cn ln B.O.M l Switch 2960 vi s port l
24, v khng h tr PoE. Truy cp trang datasheet ca Cisco tm m sn
phm tng ng. Trong trng hp ny ta lm nh sau
o Dng 2960 thng ch h tr 64MB DRAM v 2960-S ch h tr 128MB
DRAM (ngoi ra 2 dng ny ch h tr 255 VLan). V th p ng yu
cu, cn tm dng 2960-X
o Tm kim trn Google vi keyword Cisco 2960X datasheet. Kt qu v
d nh sau :
http://www.cisco.com/c/en/us/products/collateral/switches/catalyst-2960-
x-series-switches/data_sheet_c78-728232.html
o i vi cc thit b khc nhau s thng tin khc nhau, mt s dng sn
phm nh Cisco Catalyst 2960X-48TS-LL v Cisco Catalyst 2960X-24TS-LL ch
h tr IOS phin bn LAN Lite, vic ny s hn ch mt s tnh nng,
cn lu ln cho ph hp
o Trong trng hp ny c th chn Cisco Catalyst 2960X-24TS-L
- Kim tra cc thng s cn li ca dng thit b c p ng cc yu cu cn li.
3. Truy cp trang ln B.O.M ca Cisco
- Truy cp trang web : https://apps.cisco.com/Commerce/home bng username
elcomtechsupport, password Elcom@123 hoc bt k ti khon Cisco kch
hot no khc
- Chn Estimates => Create Estimates to mi
- Giao din to mi Estimate

- Chn chnh sa tn Estimate

- Nhp m sn phm vo

- Cc option s hin ra chn WS-C2960X-24TS-L, in s lng. Chn Add

- Sau khi hon thnh giao din nh sau:

- Chn Select Options b xung cc thng s khi Invalid

- Tham kho phn Warnings cng nh cc mc c nh du ! loi b Invalid
- Nh hnh trn l do cha mua dy cable ngun.

- Tm ngun chun EU v nhp s lng

- Chn Done hon thnh. Vi mt s trng hp c Cisco-One s c cnh bo

nh sau

- Chn Done
- Chnh sa phn bo hnh ca thit b bng cch chn Edit
Service/Subscription hoc Actions => Edit Services for Multipie Lines

- Chn Edit Services nu mun thay i mc nh Services l 8x5xNBD trong 3

nm cho thit b

- Tin hnh Share B.O.M cho ngi khc thng qua