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Cisco TAC Web Seminar General Overview

Cisco TAC Web Seminar General Overview. Agenda. Introduction to the Cisco TAC Web Site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion. Fast access to the technical resources created by Cisco TAC engineers

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Cisco TAC Web Seminar General Overview

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  1. Cisco TAC Web SeminarGeneral Overview

  2. Agenda • Introduction to the Cisco TAC Web Site • Case management • Navigation • Common tasks • TAC Web tools • Other TAC web resources • Conclusion

  3. Fast access to the technical resources created by Cisco TAC engineers Online at www.cisco.com/tac Online technical services available 24x7 Multiple awards for best and most comprehensive support Web site “Follow the sun model”: Australia, San Jose, RTP, Belgium World’s topengineers, 15 years of troubleshooting experience 1500+ Cisco TAC engineers (500+ CCIEs) 3000+ development engineers 4.5+ customersatisfaction rating 1 to 5 Cisco Technical Assistance Center (TAC) Industry’s Largest, Most Sophisticated Networking Support Team

  4. Cisco.com/tac Metrics • 126,000 Unique Monthly Registered Visitors • 12,600,000 Monthly Page Presentations

  5. TAC Web - Customer Quotes From TAC Web Walker Info Open Ended questions … “The service itself as of now is already excellent as compared to Lucent, Nortel, 3com or others.” “I have never had to open a TAC case, due to the help provided on the TAC web site.” “I have yet to open a TAC (case). All "issues" I have investigated have been resolved via the web site…” “The TAC info. is world class. I was just commenting to my SE about how other vendors pale in comparison.”

  6. TAC Web CARE Cases Resolved (Session-based Projection – January 2002) • 460,875Daily TAC web sessions per month • Of these… • 86% of all issues Completely, Mostly or Somewhat Resolved. • Of these… • 65% would have opened a TAC case if the TAC web was not available • Of these… • 7% opened a TAC case within 24 hours of visiting the TAC web site • TAC Web Walker Monthly Survey – Jan. ‘02

  7. TAC Web Site - www.cisco.com/tac

  8. User Registration Register for a CCO User ID and password

  9. Agenda • Introduction to the TAC Web Site • Case management • Navigation • Common tasks • TAC Web tools • Other TAC web resources • Conclusion

  10. Contact TAC / Check Status • Use the online Case Open Tool to open P3/P4 cases • Faster routing than same-priority cases opened by phone • Auto-suggest feature recommends a solution for your issue • Report a security incident • Contact the Cisco TAC • Check RMA status • Use the Warranty Support tool • Cisco Live!

  11. Contact TAC / Check Status • Attention Banner alerts you to critical issues • Verify your contact information . New!

  12. Contact TAC / Check Status Step 2: Enter case details • Technology • Problem summary • Problem description

  13. Contact TAC / Check Status Step 3: • Review the possible solutions • Select an action Solutions actions

  14. Contact TAC / Check Status Sample solution Sample Solution

  15. Cisco Live • Browser synchronization technology • Instant messenger • Whiteboard • Telnet • Application Sharing • Requires a Java enabled browser • www.cisco.com/ tac/case open

  16. Agenda • Introduction to the Cisco TAC Web site • Case management • Navigation • Common tasks • TAC Web tools • Other TAC web resources • Conclusion

  17. Top Issues • The site answers the most commonly reported customer issues • Resources listed here resolve up to 40 to 60 percent of all cases opened • Checking here first may save you time

  18. Top Issues • Solutions to the most common networking problems • Segmented by technology

  19. Top Issues WAN technologies • Top WAN issues • Description of problem • Solution

  20. Products, Technologies, Networking Solutions, & Technical Tips Use when… • researching • troubleshooting • keeping current on • … a specific product, technology, or solution

  21. Products Pages Technical information organized by products

  22. Products Pages Organized into sections: • Hardware information • Software installation • Software configuration • Troubleshooting • Documentation

  23. Technologies Pages Technical content organized by technologies

  24. Technologies Pages Browsing by Technology Task-based organization • Overview • Network design • Implementation and configuration • Verification and troubleshooting • Operating and maintaining • Documentation

  25. Networking Solutions Pages • Technical information organized by solutions • One location for end-to-end solutions

  26. Web-based technical reference manual Provides comprehensive information on planning, designing, implementing, and operating (PDIO) a Cisco solution Includes architecture overviews, performance test results, migration and implementation planning, and network management information Available to all Cisco customers under “Networking Solutions” link on www.cisco.com/tac IP Telephony Solutions Guide

  27. IP Telephony Readiness Assessment Web-based interactive application: • Leads customers through key concepts for planning/designing IP telephony solutions • Provides insights into potential services beneficial to customers • Available to cisco.com registered customers

  28. Select a technology Technical Tips

  29. Technical Tips Select a Voice product or technology

  30. Technical Tips Select a sub-category • Dial peers and call legs • VoIP over Frame Relay • VoIP over PPP leased lines • VoIP Troubleshooting • VoIP General topics • … and many more

  31. Technical Tips Sample Solution – VoIP over Frame Relay over Multipoint Connection

  32. Agenda • Introduction to the TAC Web site • Case management • Navigation • Common tasks • TAC Web tools • Other TAC web resources • Conclusion

  33. Common Tasks • Search • Select and download • Install and configure • Troubleshoot

  34. Common Tasks - Search • Enter keyword/phrases • Select TAC Tech Tips/Sample Configs Or • www.cisco.com

  35. Common Tasks - Select and Download • Research software and hardware issues and bugs • Software tools • Download software

  36. Common Tasks - Install and Configure • Product documentation • Software documentation • Sample configurations • Links to tools

  37. Product Documentation Select a Cisco product, i.e. router

  38. Product Documentation Select documentation type

  39. Product Documentation

  40. Product Documentation Select a product, i.e. a LAN switch

  41. Product Documentation

  42. Common Tasks - Troubleshoot • Field notices • Security advisories • Product bulletins • Links to tools

  43. Troubleshooting - Field Notices • Notification of criticalproblems with Cisco products or technologies. • Includes problem descriptions, safety or security issues, workarounds, and corrective actions

  44. Troubleshooting - Security Advisories Product Security Incident Response Team • Internet security attacks – listings, reporting directions, and more…

  45. Agenda • Introduction to the Cisco TAC Web site • Case management • Navigation • Common tasks • TAC Web tools • Other TAC web resources • Conclusion

  46. Tools Index Alphabetical list of online tools

  47. IOS software bugs Bugs by Hardware Software Bug Toolkit Catalyst software bugs

  48. Bug Toolkit • Use to research an upgrade or to troubleshoot • Enter known bug ID • Search for IOS-related bugs • Search for bugs in other Cisco software or hardware

  49. Bug Toolkit Search for Cisco IOS-related bugs • Select version /revision • Select features • Select key words • Select severity

  50. Bug Toolkit Results Your search criteria

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