Cisco Support Tools User Guide Release 1.0(1) May 2004 Updated January 2006 Contains all information necessary to install, configure and use Cisco Support Tools 1.0(1).
Table of Contents About Cisco Support Tools Documentation ............................................... 6 PART 1: SUPPORT TOOLS OVERVIEW.........................................................9 About Cisco Support Tools 1.0(1) ..........................................................10 About Support Tools Components ..........................................................12 About Support Tools Network Topology ..................................................14 About Support Tools Utilities .........
How to Use the Select System Screen ....................................................76 How to Use the System Management Screen...........................................78 How to End a Dashboard Session...........................................................80 About Dashboard Troubleshooting .........................................................81 PART 4: USING SUPPORT TOOLS UTILITIES ............................................84 Section I. Using Cisco Web Utilities ...........................
How to Use the OPCTest Utility............................................................ 181 How to Use the Procmon Utility ........................................................... 186 How to Use the RTRTrace Utility .......................................................... 191 How to Use the RTTest Utility.............................................................. 192 How to Use the SS7NICTrace Utility ..................................................... 201 How to Use the VRUTrace Utility ......
How to Use the Which Utility............................................................... 273 How to Use the WinMSD Utility............................................................ 275 PART 5: REFERENCE...............................................................................276 How to Stop and Start the Support Tools Dashboard/Tomcat ................... 277 How to Stop and Start the Support Tools Server .................................... 278 How Stop and Start the Node Agent Service............
About Cisco Support Tools Documentation Welcome to the User Guide for Cisco Support Tools, version 1.0(1).
The Support Tools Documentation Set The following documentation is available for the Support Tools 1.
Support Tools Document Conventions Support Tools documentation uses the following conventions: Note Indicates information of particular interest or significance. Caution Indicates the possibility of an adverse condition, such as poor or improper performance, data loss, or a security risk. Courier font Indicates a file or path name, user entry, or a code snippet. <> Indicates a variable. For example: represents a server's host name.
Part 1: Support Tools Overview Cisco Support Tools 1.
About Cisco Support Tools 1.0(1) Cisco Support Tools 1.0(1) is a suite of over fifty utilities that allow you to manage and troubleshoot the ICM servers which process call load, routing, and reporting. Through Support Tools, you can troubleshoot configuration and performance problems on these systems from a single machine in your network--the Support Tools Server.
About the Support Tools Dashboard About the Support Tools Utilities Frequently Asked Questions Cisco Support Tools 1.0 User Guide About Cisco Support Tools 1.
About Support Tools Components Support Tools uses a client/server architecture to support remote ICM systems. The architecture is comprised of the Support Tools Server and the Support Tools Node. The server and node connect using TCP/IP and can exchange large volumes of messages with only a minimal impact to ICM system performance.
Note: The Support Tools Server installation automatically installs the Node Agent Service to the Support Tools Server, ensuring that this machine can also be managed through Support Tools. See Also For related information, see: About Support Tools 1.0(1) About Support Tools Network Topology About the Support Tools Dashboard About the Support Tools Utilities Frequently Asked Questions Cisco Support Tools 1.
About Support Tools Network Topology The Support Tools Server is installed to a standalone server or a client ICM Admin Workstation in your network. To ensure redundancy, the Support Tools Server can be installed to multiple systems. Note however, these multiple installations do not have the ability to share data with one another. The Support Tools Server can communicate with Support Tools nodes through a firewall provided the appropriate ports on the firewall has been enabled.
About Support Tools Components About Support Tools Platforms About Support Tools Security How to Enable Ports for Support Tools Cisco Support Tools 1.
About Support Tools Utilities Support Tools includes over fifty utilities to monitor, administer, and configure ICM systems on which the Support Tools Node is installed. Utilities are grouped into these categories: • Cisco Web utilities: Four new Cisco utilities created for distribution with Support Tools 1.0(1). • Cisco Common utilities: Pre-existing Cisco utilities which in most cases will already exist on ICM nodes as part of a standard ICM installation.
• rtrtrace • sqlew • ss7nictrace • winmsd Privileged Utilities Some utilities, when accessed through the Support Tools Dashboard, can only be used by members of the Support Tools privileged user group. If you are not a member of the privileged user group, these utilities will not appear on the Support Tools Dashboard menu.
Support Tools Utilities List The following tables list and describe the utilities accessible through Support Tools. Utilities are grouped into these categories: • Cisco Web utilities • Cisco Common utilities • Common utilities Cisco Web Utilities The following Support Tools utilities were created by Cisco specifically for use with Support Tools 1.0(1). They can be run from within the Dashboard interface or from an external command line on either the Support Tools Server or an individual node.
Cisco Common Utilities The following Support Tools utilities were created by Cisco specifically for use with ICM. Most can be run both from within the Dashboard interface, or from an external command line. Utility Name: Description: Installed On: cicman Use on a NAM CallRouter to view and set NAM to CICM session information. NAM Call Routers ctitest Use for debugging or demonstration in a Cisco ICM CTI environment. Can be used in place of an Interactive CTI client application.
opctest Use to interpret a Peripheral Gateways (PG) status, statistics, etc. It is also possible to enable specific debug tracing in the OPC process. PGs X procmon General-purpose debugging tool. Can be used in conjunction with various Network Interface Controller (NIC) and Peripheral Interface Manager (PIM) processes. Use to verify status, set debug trace bits, etc. PGs, Call Routers X rtrtrace Use to set various debug tracing on a CallRouter. The additional tracing is output to the .
Utility Name: Description: Installed On: cp Equivalent of the DOS copy command. All Support Tools nodes df Use to view disk free information. All Support Tools nodes diff Use to compare two text files or two directories. All Support Tools nodes du Use to view disk usage information. All Support Tools nodes fgrep Use to search for text patterns within a set of files. All Support Tools nodes findstr Use to find strings in logs or text files.
Utility Name: Description: Installed On: Net Statistics Works Use to view statistics for the local Workstation service. All Support Tools nodes NSLookup Use to get the IP address and fully qualified DNS of the current system's DNS name server. All Support Tools nodes PathPing A route tracing tool that combines features of the ping and tracert commands with additional information. All Support Tools nodes ping Low-level connectivity test. Use to verify end-to-end TCP/IP network infrastructure.
Utility Name: Description: Installed On: which Use to view the name of the first file encountered while traversing a path or directory tree. All Support Tools nodes winmsd Windows NT Diagnostics. Use to gather detailed configuration information about computers running Windows NT. All Support Tools nodes Dashboard Privileged Users Only: No Dashboard or CommandLine Access: X See Also For related information, see: About Support Tools 1.
About the Support Tools Dashboard The Support Tools Dashboard is a browser-based desktop that allows you to access and use all Support Tools utilities through a single interface. The Dashboard integrates access to all ICM systems, eliminating the need to manually connect to each remote system. Accessing the Dashboard Users access the Dashboard via a URL (http://:) entered in a browser window.
user group that will serve as the Support Tools privileged group. Users in all other groups are treated as regular Support Tools users. See Also For related information, see: About Support Tools Components How to Access the Dashboard About Using the Dashboard for the First Time Cisco Support Tools 1.
About Support Tools Security Support Tools operates with the following security restrictions: A. Access to Support Tools is limited to the local network. Remote access via the Internet is not supported. Users must authenticate against the network in order to use Support Tools. B. Users must login to the Support Tools Dashboard using their network ID and password, or the ID and password of a valid network account.
About Support Tools Platforms This section provides platform support information for Support Tools 1.0(1), including: • ICM Platform • Support Tools Server Platform • Support Tools Node Platforms • Support Tools Dashboard Browser Support ICM Platform Support Tools 1.0(1) is designed for use with ICM version 5.0 and 6.0 (Enterprise, Hosted and IPCC).
Support Tools Node Platform The Support Tools Node can be installed on any ICM nodes listed below that you want to manage through Support Tools. All ICM 5.
Frequently Asked Questions About Support Tools This section gives brief answers some to some common questions about Support Tools. All of the subjects addressed here are described in greater detail elsewhere in this guide. What is the benefit of Support Tools? Support Tools provides a common interface (the Support Tools Dashboard) to approximately fifty utilities you can use to examine and troubleshoot Cisco ICM components. What ICM version does Support Tools 1.0(1) work with? Support Tools 1.
Any ICM user can use Support Tools. Permissions can be set to limit access to certain sensitive utilities in the Support Tools Dashboard to a privileged group. What configuration does Support Tools require after installation? While some optional configuration is available (see the Configuring Support Tools section) no post-installation configuration is required to use Support Tools out of the box.
Part 2: Installing and Configuring Support Tools Cisco Support Tools 1.
Section I. Cisco Support Tools 1.
About Installing Support Tools Installing Support Tools 1.0(1) consists of: A. Installing the Support Tools Server to a central server with access to your ICM system. If desired, you can install the Support Tools on multiple servers to provide redundancy. Note, however, that data is not shared between these separate installations. B. Installing the Support Tools Node on each ICM node to be managed through Support Tools.
Step 3. Create the Distinguished User Account The Support Tools Server installs the Tomcat Web server which runs as a service. This service must run as a distinguished user. To do this: A. Prior to installing the Support Tools Server, create the Distinguished User. B. After installing the Support Tools Server, assign the Distinguished User the requisite directory privileges. Step 4.
Step 8. Enable ports for Support Tools Support Tools uses the following ports: • Tomcat (the Support Tools Web server) by default listens for HTTP requests on port 8188. It listens for HTTPS requests (used if you configure the Dashboard Login page for SSL) by default on port 8189. • Support Tools requires a port (39100 by default) to communicate with ICM nodes. Ensure that this port is available on each node managed by Support Tools.
See Also For related information, see: About Support Tools Platforms How to Collect Information for a Support Tools Installation How to Create Support Tools User Groups About Support Tools Server Hardware and Software Prerequisites How to Install the Support Tools Server About Support Tools Client Hardware and Software Prerequisites How to Install the Support Tools Node How to Enable Ports for Support Tools How to Create the Distinguished User Account How to Test the Support Tools Installation About Configu
How to Collect Information for a Support Tools Installation Installation Step 1 Prior to installing Support Tools, collect the following information that you will need to provide during the install: For the Support Tools Server: A. Determine the name of the Support Tools privileged user group. Determine which users will be members of this group. B. Determine the username, domain, and password of the distinguished user for the Tomcat Web server. C.
See Also For related information, see: About Installing Support Tools How to Create Support Tools User Groups About Support Tools Server Hardware and Software Prerequisites How to Enable Ports for Support Tools How to Create Support Tools User Groups Cisco Support Tools 1.
How to Create Support Tools User Groups Installation Step 2 Support Tools recognizes two categories of users: • Privileged users have full access to all Support Tools functionality, including tools and commands that can be used to modify system settings, registries, etc. • Regular users have limited access to information gathering functionality only. Tools capable of system modification are not available to regular Support Tools users.
See Also For related information, see: About Installing Support Tools About Support Tools Utilities How to Collect Information for a Support Tools Installation About Support Tools Security Cisco Support Tools 1.
How to Create the Distinguished User Account Installation Step 8 The Support Tools Server installs the Tomcat Web server which runs as a service. This service must run as a distinguished user. To do this: A. Prior to installing the Support Tools Server, create the Distinguished User account as described below. B. After installing the Support Tools Server, assign the Distinguished User the requisite directory privileges as described below.
If the Distinguished User specified during installation is my_domain\TomcatSvcAcct, then my_domain\TomcatSvcAcct must be given the rights listed above to the Support Tools root directory and all of its subdirectories. See your Windows documentation for instructions on granting NTFS security privileges. Cisco Support Tools 1.
About Support Tools Server Hardware and Software Prerequisites Installation Step 3 The machine on which you install the Support Tools Server must meet the following requirements for: • Hardware • Software • Network Access Support Tools Server Hardware Prerequisites The recommended minimum hardware configuration for your Support Tools Server is a Pentium-class PC with 512 Mb RAM and at least 50 Mb of available hard disk space.
• Apache Tomcat 4.0.6 Caution: Because Support Tools Server installs the Apache Tomcat Web Server as a service, and with specific port requirements, DO NOT install it on a machine with a pre-existing installation of Tomcat in use by other applications. Note: Optionally, if you plan to configure the Support Tools dashboard Login page to use SSL (so that passwords are sent encrypted) an appropriate server certificate must be installed and SSL configured in Tomcat.
How to Install the Support Tools Server Installation Step 4 You can install the Support Tools Server on any server with access to your ICM system. Before installing the Support Tools Server, ensure that the machine meets the prerequisite hardware and software requirements. Caution: In some instances, the Support Tools Server installation may require a reboot to complete.
6. Specify values for each of the following: Destination Path: Specify the location to install the Support Tools Server, or accept the default: c:\Cisco\CCBU\supporttools. You can install the Support Tools Server to any location on the local machine. Note: If you plan on using the Cisco Security Agent (CSA) you can only change the drive letter and must leave the remaining default path information. This is because CSA security rules are written specifically based on the path names.
See Also For related information, see: About Installing Support Tools About Support Tools Server Hardware and Software Prerequisites About Support Tools Components How to Modify Support Tools Basic Configuration Cisco Support Tools 1.
About Support Tools Node Hardware and Software Prerequisites Installation Step 5 The machine on which you install the Support Tools Node must meet the following requirements for: • Hardware • Software Support Tools Node Hardware Prerequisites The hardware requirements for ICM nodes are predetermined by the ICM software they run. The Support Tools Node requires a minimum of 20 Mb of available disk space.
How to Install the Support Tools Node Installation Step 6 You can install the Support Tools Node on any ICM node that you want to manage through Support Tools. Note that the Node Agent is automatically included in the Support Tools Server installation; a separate installation of the node on this machine is not required. Note: Before installing the Support Tools Node, ensure that the machine meets the prerequisite hardware and software requirements.
Destination Path: Specify the location to install the Support Tools Node, or accept the default: c:\Cisco\CCBU\supporttools. You can install the Support Tools Node to any location on the local machine. Note: If you plan on using the Cisco Security Agent (CSA) you can only change the drive letter and must leave the remaining default path information. This is because CSA security rules are written specifically based on the path names.
How to Enable Ports for Support Tools Installation Step 7 Support Tools has the following port requirements: Tomcat HTTP and HTTPS Port Tomcat bundled with Support Tools by default listens for HTTP requests on port 8188 and HTTPS requests on port 8189. If a firewall stands between the Support Tools Server and any Support Tools node, and/or between the Support Tools Server and remote users, you must enable these ports on the firewall.
About Installing Support Tools Cisco Support Tools 1.
How to Test the Support Tools Installation Installation Step 9 After installing Support Tools, you should test your installation by: • Accessing the Support Tools Dashboard. • Testing the connection to Support Tools Nodes. To Access the Support Tools Dashboard To access the Support Tools Dashboard: 1. Open a Web browser (ST supports IE 5.5 or greater) and in the Address line, enter: http:.
How to Use the System Management Screen Cisco Support Tools 1.
Section II. Cisco Support Tools 1.
About Configuring Support Tools All basic configuration required by Support Tools is set during installation. Immediately after installation, no further configuration is necessary to begin using the product. However, at some point you may want to modify the settings chosen during installation, or use certain optional behaviors that require further configuration.
How to Modify Support Tools Basic Configuration The basic configuration settings necessary to run Support Tools (network time server, privileged use group, Repository path, and TCP/IP port) are specified during installation. At any point after installation you can modify these setting, as necessary.
TCP/IP Port: The port the Support Tools Server uses to communicate with Support Tools Nodes. Note: When changing this value, remember to ensure that the port you choose is available on all Support Tool Nodes, and that it is enabled on firewalls standing between the Support Tools Server and its nodes. HTTP and HTTPS Ports: Specify the ports that the Tomcat Web server should use for HTTP and HTTPS requests. Network Time Server: Specify the static IP address or fully-qualified DNS of your network time server.
See Also For related information, see: About Configuring Support Tools About Support Tools Components How to Collect Information for a Support Tools Installation How to Create Support Tools User Groups How to Enable Ports for Support Tools Cisco Support Tools 1.
How to Disable Continuous Virus Scan for the Repository Support Tools writes a large number of files (.log, .txt, and .zip) to the Repository in the course of normal use. The quantity of these files, if used in conjunction with continuous virus scanning, could result in a negative impact on performance.
How to Configure the Dashboard Login for SSL If desired, for extra security, you can configure the Support Tools Dashboard Login page to use SSL. This ensures that user passwords are encrypted when they are sent to the Support Tools Server. Note the only the Login page will use SSL. Once logged into the application, all other page requests are sent over HTTP. To Configure the Dashboard Login for SSL To configure the Dashboard Login page to use SSL: 1.
6. Restart Tomcat. 7. If a firewall stands between your Support Tools Server and Support Tools nodes and/or remote users, remember to enable the appropriate SSL port on the firewall. For more information, see How to Enable Ports for Support Tools. Note: After configuring the Login page for SSL, users can continue to specify HTTP in the URL path to the Dashboard Login page. Entering HTTPS is not necessary. Similarly, users can continue to specify the HTTP port number in the URL.
How to Modify the Process Information List The process information list stores information about specific processes and services. The information from this file is then displayed to Support Tools users when they use the Processes and Services utility.
Example: This is Microsoft's Notepad text editor When editing the file, consider the following: • Cisco processes and services not identified in processinfo.xml are nonetheless automatically detected by the Processes and Services utility and labeled as Known. • Non-Cisco processes and services not identified in processinfo.xml are labeled as Unknown.
See Also For related information, see: About Configuring Support Tools How to Use the Processes Screen How to Use the Services Screen Cisco Support Tools 1.
How to Configure SQL for Use with the System Interrogate Tool In order for the Support Tools System Interrogate utility to access and report on an ICM system's SQL database information, it must have access to Microsoft's Windows Management Instrumentation (WMI). WMI is not part of a standard Windows SQL install, and in most cases will therefore need to be installed separately. To Install WMI To install WMI: 1. Obtain the SQL 2000 Server CD, or download WMI at: http://msdn.microsoft.com/downloads/list/wmi.
Section III. Uninstalling/Reinstalling Support Tools Cisco Support Tools 1.
How to Uninstall Support Tools As desired, you can uninstall the Support Tools Server or Node by following the steps below. Note that it is not necessary to uninstall either as a precursor to reinstalling the product. This topic describes how to: • Uninstall the Support Tools Server • Uninstall the Support Tools Node To Uninstall the Support Tools Server Uninstalling the Support Tools Server removes the Support Tools Server, its associated utilities, and registry entries associated with Support Tools.
Programs > Cisco Support Tools 1.0(1). 3. If desired, after running the uninstaller, use Windows Explorer or a similar file management tool to delete the Support_Tools directory. Note: After removing Support Tools from an ICM node, you should also remove that node's entry in the Support Tools System List (in the Support Tools Dashboard). See Also For related information, see: How to Re-install Support Tools How to Stop and Start the Support Tools Dashboard/Tomcat Cisco Support Tools 1.
How to Re-Install Support Tools As desired, you can re-install the Support Tools Server or the Support Tools Node, using the same steps employed for an initial installation. The following guidelines apply to reinstalling both the Support Tools Server and the Support Tools Node: • It is not necessary to remove a current install prior to re-installation. Both the Support Tools Server and Node can be re-installed over themselves.
File: Typically customized to: Location: systemlist.xml Include list of user-added Support Tools systems recognized by the Dashboard. \repository\system files\ (On Support Tools Server only). web.xml Configure the Dashboard Login page for SSL. \UIServer\uiroot\WE B-INF\ (On Support Tools Server only). See Also For related information, see: About Installing Support Tools Cisco Support Tools 1.
Part 3: Using the Support Tools Dashboard Cisco Support Tools 1.
About Using the Dashboard for the First Time This topic describes some basic, important information on using the Support Tools Dashboard that all new users should be aware of. Accessing Utilities in the Dashboard All Support Tools utilities are accessed from the Support Tools menu. The menu groups utilities as: • Cisco Web Tools: A set of four new Cisco management and troubleshooting utilities designed specifically for use from the Support Tools Dashboard.
1) The Support Tools node must have been installed on the node, and... 2) You must know the node's DNS entry or IP address. It is important to note that the Support Tools Server has no automatic system discovery capability. That is, it does not automatically detect and list machines in your network running the Support Tools node. These must be added manually to the system list.
How to Access the Support Tools Dashboard To access the Support Tools Dashboard: 1. Open a Web browser (ST supports IE 5.5 or greater) and in the Address line, enter: http:. Note that as shipped with Support Tools, Tomcat's default HTTP port is 8188. This default can be modified during installation. 2. Press . The Support Tools Dashboard Login screen opens. 3. In the Login Name field, enter \.
How to Use the Select System Screen Use the Select System screen to: • Select the Support Tools node you want to work with • Add a node to the system list You must select a system before you can interact with it through utilities in the Support Tools Dashboard. To open the Select System Screen, from the Dashboard menu, select Select System. To Select the Current System Selecting a system specifies the Support Tools node you want to work with.
network connection to the node is active; the Support Tools Node Agent Service is installed and running on the node. To Add a Support Tools Node to the System List Adding a node to the system list makes it available for quick selection during future Dashboard sessions. Adding a node to the system list also specifies it as the current system. To add a new node to the system list: 1. Click the Enter System Name radio button, and then enter the DNS entry or IP address for that node. 2.
How to Use the System Management Screen Use the System Management screen to: • Add Support Tools nodes to the Support Tools system list • Delete nodes from the system list • Test the connection between the Support Tools Server and a node To open the System Management screen, from the Dashboard menu, select System Management. To Add a Node to the System List Adding a node to the system list makes it available for quick selection during future Dashboard sessions.
list; the network connection to the node is active; the Support Tools Node Agent Service is installed and running on the node. To Delete a Node from the System List To delete a Support Tools node from the system list: 1. In the System Management box, highlight the Support Tools node you want to delete from the list. Use Shift-Click or Control-Click to select multiple list items. 2. Click the Delete System button.
How to End a Dashboard Session To terminate a Dashboard session, click the Logout link in the Dashboard. Dashboard sessions also time out automatically after 60 minutes after you close your browser. Note that: • Sessions will not time out as long as your browser remains open. • Terminating a session will not terminate any Dashboard processes that may be running (for example, log collection). These will continue to run to completion. • The Dashboard does not place a restriction on multiple logons.
About Dashboard Troubleshooting This topic lists some basic problems you may encounter accessing and using the Support Tools Dashboard and some possible workarounds. Login/Connection Problems The following table describes possible errors encountered when attempting to access or login to the Support Tools Dashboard. Symptom: Possible Cause: Possible Workaround: Unable to access Support Tools Login page 1. Incorrect URL entered 1. Re-type URL: http://:8188.
Symptom: Possible Cause: Possible Workaround: Can Access Dashboard Login Page but cannot log in Incorrect or invalid username or password entered. Re-enter username and password as follows: Network Users: Name: \
Symptom: Possible Cause: Possible Workaround: Certain utilities are missing from the Dashboard menus (e.g., Services screen, Processes screen) You are not a member of the Support Tools privileged user group. Certain utilities are only available for members of the Support Tools privileged user group. Contact your administrator if you believe you should have access to these utilities.
Part 4: Using Support Tools Utilities Cisco Support Tools 1.
Section I. Cisco Support Tools 1.
About Cisco Web Utilities Cisco Web utilities are a set of Cisco-authored utilities specifically designed for use with the Support Tools 1.0(1). They are installed to all Support Tools nodes. All Cisco Web utilities can be run either from the Support Tools Dashboard or via command line on an individual node. Command-line access to individual nodes can be local or remote (via methods like TelNet, pcAnywhere, etc.). However, they were primarily designed for Web access through the Dashboard.
Section II. Using Cisco Web Utilities from the Dashboard Cisco Support Tools 1.
How to Use the System Interrogate Screen Use the System Interrogate screen to view information about the current system. You can: • View system information on: i. Operating system and hardware ii. ICM node iii. Third-party products • Save current system information to a file To open the System Interrogate screen, from the Dashboard menu, select Cisco Web Tools > System Interrogate. To View System Information To view operating system and hardware information for the current system: 1.
Field: Description: ICM Version Major version number of the ICM product installed on the System. Build Number Build number of the currently installed ICM product. ICM NODE Unique identifier for an ICM node (for example, PG2A). The ICM node types include: y Router y Logger y PG y AW y Distributor Engineering Special (Patch) Level Indicates how many Engineering Special (patches) have been installed on the system.
Third-Party Information Field: Description: SQL Server ICM database information. Includes: Internet Information Server (IIS) ODBC Drivers JTAPI y SQL Service Pack Version y SQL Config Settings y SQL Database Memory Available y SQL Database Memory In Use y SQL Disk Space Used y SQL Disk Space Free Information on the IIS Web server. Includes: y IIS Settings y Version Information on Open Data Base Connectivity drivers utilized by various ICM components.
All files are saved to an XML-formatted text file. While you can enter any extension you like, this will not affect the format in which the file is saved. 4. Click OK. The file is saved to the Repository on the Support Tools Server. Subsequent to saving, you can view or download saved files by selecting System interrogate > Files from the Dashboard menu. See Also For related information, see: About Cisco Web Utilities How to Configure SQL for Use with the System Interrogate Tool Cisco Support Tools 1.
How to Use the Registry Screen Use the Registry screen to: • View the ICM Windows registry settings for the current system • Save registry settings to a file To open the Registry screen, from the Dashboard menu, select Cisco Web Tools > Registry. Note: This utility is available to privileged users only. It will not appear on the Dashboard menu for non-privileged users. To View an ICM Registry The Registry screen automatically displays the ICM windows registry settings for the current system.
displays stating: "Data for this key has not been fetched." 3. Click the Fetch Registry link to retrieve registry data for that instance. To Save Registry Settings to a File As desired, you can save current registry settings to a file in the Support Tools repository (for example, as a backup before editing). Note that: • Support Tools automatically downloads registry files at the time you connect to a system.
How to Use the Files Screen Use the Files screen to work with Support Tools files previously saved to the Support Tools Repository. You can: • View saved files • Rename saved files • Delete saved files • Download saved files You can access the following saved file types through the screen: • System Interrogate files • Registry files • Registry Comparison files • Process files • Services files To open the Files screen, from the Dashboard menu, select Cisco Web Tools > > Files.
To Rename a File To rename a saved file: 1. Check the file's Select check box. 2. Click the Rename button. A Save dialog opens, displaying the current name of the file. 3. Modify the name as desired. Note that all files are saved to an XML-formatted text file. While you can enter any extension you like, this will not affect the format in which the file is saved. To Delete a File To delete a file from the Repository: 1. Check the file's Select check box. 2. Click the Delete button.
How to Use the Compare Registries Screen Use the Compare Registries screen to: • Compare the ICM Windows registry settings between: i. The current system and another system ii. The current system and a registry file stored in the Support Tools repository iii.
3. Select the file you want to compare to. 4. Click the Compare Registry to File button. To Compare Two Saved Registry Files To compare the contents of registry settings from two registry files previously saved to the Support Tools Repository: 1. Select the Compare Two Saved Registry Files radio button. 2. Click the Compare Registries button. A list of registry files saved in the Repository displays. 3. Select the files you want to compare. 4. Click the Compare Registries Files button.
C. The right-hand pane shows (at the top) the path for the selected key, and (beneath) values for that key. Each value is composed of three parts: a name, a type, and data. These are color coded as follows: Parts of a value are identical on both systems are shown in black normal font. Parts of a value that exist only on System 1 are shown in brown bold. Parts of a value that exist only on System 2 are shown in green italic bold.
you want to copy. 2. Select the value by clicking its radio button. Values whose data cannot be copied (for example, because the values are already identical, or because you are comparing two files) will not have a radio button. Note: For an explanation of key value color-coding, see Understanding the Compare Registries Display above. 3. Click the appropriate Copy button (Copy 1 > 2 or Copy 2 >1) to indicate the direction in which the value should be copied.
See Also For related information, see: About Cisco Web Utilities How to Use the Files Screen How to Use the Registry Screen For more information on specific ICM registry keys and settings, see: Cisco TAC ICM Technical Notes on Cisco.com Your ICM (Enterprise, IPCC, and Hosted) Technical Documentation Cisco Support Tools 1.
How to Use the Processes Screen Use the Processes screen to: • View all processes running on the current system • Terminate processes on the current system • Save a list of processes to a file To open the Processes screen, from the Dashboard menu, select Cisco Web Tools > Processes. Note: This utility is available to privileged users only. It will not appear on the Dashboard menu for non-privileged users. To View Processes To view processes for the current system: 1. Click the View Processes button.
Note: You cannot stop Critical (blue) processes. Critical processes are those that your company has designated as essential to the health of the current system. For these processes, the Select/Stop check box is disabled. 3. Click the Terminate button. A confirmation screen displays, listing the processes selected for termination. 4. Click the Terminate button. To Save the Processes List to a File As desired, you can save a system's current processes list to a file in the Support Tools repository.
How to Use the Services Screen Use the Services screen to: • View all Services installed on the current system • Stop and start services on the current system • Save a list of Services to a file To open the Services screen, from the Dashboard menu, select Cisco Web Tools > Services. Note: This utility is available to privileged users only. It will not appear on the Dashboard menu for non-privileged users. To View Services To view services for the current system: 1. Click the View Services button.
To Stop or Start a Service To stop or start a service on the current system: 1. With the list of services displayed, select the appropriate check box (Start or Stop) for one or more services. Note: You cannot stop Critical (blue) services. Critical services are those that your company has designated as essential to the health of the current system. For these services, the Select/Stop check box is disabled. 2. Click the Start/Stop Services button.
3. Click OK. The file is saved to the Repository on the Support Tools Server. Subsequent to saving, you can view or download saved files by selecting Services > Files from the Dashboard menu. See Also For related information, see: How to Modify the Process Information List Cisco Support Tools 1.
How to Use the Log Collector Use the Log Collector to collect logs from ICM or related Cisco product nodes running the Support Tools Node. Multiple collected logs can be retrieved as separate files or merged into a single file to provide a consolidated unified time-sorted view. Products Supported for Log Collection Support Tools 1.
What are Merged Logs? The Log Collector allows you to create merged logs, logs which combine different logs from different systems into a single file. Within a merged log, individual log entries are listed by date and time, allowing you to track, for example, the routing of an individual call across different ICM systems. There is no limit to the number of individual system logs that can be included in a single merged log file. Note however that larger logs will take longer to collect.
CCS, CEM, and CMB Log Entries @ +: >: () For example, an ICM log entry might be prefaced by: ICM@my_logger + instance_1, logger_a, ccag: (09/04/2003 18:30:00) 09/04/2003 12:30:00 Note that in a merged log: • UTC date/time represents the adjusted date/time of a log entry based on your network's SNTP server clock. • Local date/time represents the unadjusted date/time of a log entry based on the clock of the system from which the log was derived.
How to Use the Create Log Group Screen Use the Create Log Group Screen to create a log group. A log group is a specification that defines the products, systems, and processes you want to pull logs for. To open the Create Log Group screen, from the Dashboard menu, select Cisco Web Tools > Log Collector > Create Log Group. To Create a Log Group To create a log group: 1. Select the Cisco product(s) whose logs will be collected by this group.
System: The ICM system name Customer: The ICM customer instance(s) on the system Node: The ICM node ID (for example, pg1a, pg1b, router a, router b) Process: The process(es) on that node for which logs can be collected. CCM, you must indicate which CCM processes you want to collect logs for. For each CCM system the screen displays: System: The CCM system name Node: The CCM process(es) for which logs can be collected--CCM or CTI. 7.
How to Use the Log Groups Screen Use the Log Groups Screen to administer log groups once they have been created. You can: • View details of log groups • Edit log group definitions • Rename log groups • Delete log groups To open the Log Groups screen, from the Dashboard menu, select Cisco Web Tools > Log Collector > Log Group. To View Details of a Log Group To view details of a log group: 1. Check the file's Select check box. 2. Click the View button.
To Edit a Log Group Definition Once created, log groups do not update automatically to reflect subsequent changes made to products installed on the systems they include; If and when these changes occur, you must edit the group to correct its definition. Failure to do this will prevent the successful log collection using that group. To edit a log group's definition: 1. Check the group's Select check box. 2. Click the Edit button. 3. Select the Cisco product(s) whose logs will be collected by this group.
Node: The CCM process(es) for which logs can be collected--CCM or CTI. 9. Click Finish. The log group is now available to use in a log collection (on the Create Log Collection screen). To Rename a Log Group To rename a log group: 1. Check the group's Select check box. 2. Click the Rename button. A save dialog opens, displaying the current name of the file. 3. Modify the name as desired. Maximum length for name is 32 characters. 4. Click Save. To Delete a Log Group To delete a log group: 1.
How to Use the Create Log Collection Screen Use the Create Log Collection Screen to create a log collection. A log collection is a specification that defines the log group(s) and time range you want to collect logs for. To open the Create Log Collection screen, from the Dashboard menu, select Cisco Web Tools > Log Collector > Create Log Collection. To Create a Log Collection To create a log group: 1. Enter a name (up to 32 characters long) for the log collection.
See Also For related information, see: How to Use the Log Collector How to Use the Create Log Group Screen How to Use the Log Groups Screen How to Use the Log Collections Screen Cisco Support Tools 1.
How to Use the Log Collections Screen Use the Log Collections Screen to view and administer collected logs. You can: • View details of log collections • Download collected logs • Delete log collections To open the Log Collections screen, from the Dashboard menu, select Cisco Web Tools > Log Collector > Log Collections. To View Details of Log Collections The Log Collection screen automatically lists each collection currently stored in the Support Tools repository.
4. Click the Download button. 5. When prompted, choose the Save to Disk option. Note: Logs download in a single zip file which must be extracted in order to view. Log File Naming Conventions Log files use the following naming conventions: • For ICM: {{(,,.log • For CCM: {{(.log • For other products: {{.
Section III. Using Cisco Web Utilities from a Command Line Cisco Support Tools 1.
About Using Cisco Web Utilities from a Command Line While primarily designed for use through the Dashboard, Cisco Web Utilities can also be run from a command line on any Support Tools node. This can be useful when access to the Support Tools Server/Dashboard is not available due to a down machine or connection. The same functionality available in the Dashboard versions of these utilities is available in their command line counterparts.
Selecting a System to Use When run from a command line, unless otherwise specified, Cisco Web utilities assume that the local machine is both: A) The application server (the machine from which the utility should be run), and B) The target system (the machine to be queried by the utility).
If a remote Support Tools Server is to serve as both the application server and the target of the command, you must specify that machine as both the application server and the target system. For example: >interrogate st_server_a >system st_server_a >query Viewing a list of targetable systems Once connected to an application server, you can use the systemlist (or syslist) command to view a list of all systems that can be selected for targeting.
Example: > view "my file.txt" Cisco Support Tools 1.
How to Use the Services Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Services utility can also be run from a command line any node, as desired. Use the Services utility to: • View information on all services installed on a system • Stop or start services on a system • Save a list of services to a file To Access the Services Utility from a Command Line To run the Services utility in interactive mode from a command line: 1.
dependencies while those dependencies are running. If you attempt to stop such a service, the utility returns a message stating that dependent services are running. Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. >cmdhelp Note: Using Help or ? also displays this list, but includes several additional ICM commands (e.g., echo, error_stop) not used by this utility. /? Displays syntax for a specified command.
Command: Description: Example: save Saves the latest list command results to a services file in the application server's Repository. >save Saved output is stored as XML-formatted text. OR >save If no file name is specified, output is saved to a file named: ServicesList .xml. If desired, you can include an argument that specifies a file name. files Displays the list of services files in the application server's Repository.
See Also For related information, see: About Using Cisco Web Utilities from a Command Line How to Modify the Process Information List Cisco Support Tools 1.
How to Use the Processes Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Processes utility can also be run from a command line any node, as desired. Use the Processes utility to: • View all processes running on a system • Terminate processes on a system • Save a list of processes to a file To Run the Processes Utility from a Command Line To run the Processes utility in interactive mode from a command line: 1.
Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. >cmdhelp Note: Using Help or ? also displays this list, but includes several additional ICM commands (e.g., echo, error_stop) not used by this utility. /? Displays syntax for a specified command. > /? appserver > Specifies the system on which the utility should run. If not specified, the utility is run on the local / system.
Command: Description: view Displays the contents of a processes file from the >view Repository on the application server. OR Optionally, you can include an argument to dump >view this output to a local file. Output is stored as XML-formatted text. remove, rm Deletes a specified processes file from the Repository on the application server. >remove rename, ren Renames a processes file in the Repository on the application server.
See Also For related information, see: About Using Cisco Web Utilities from a Command Line How to Modify the Process Information List Cisco Support Tools 1.
How to Use the System Interrogate Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the System Interrogate utility can also be run from a command line any node, as desired. Use the System Interrogate utility to: • View detailed information about a system's OS, hardware, ICM, and third-party products.
Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. >cmdhelp Note: Using Help or ? also displays this list, but includes several additional ICM commands (e.g., echo, error_stop) not used by this utility. /? Displays syntax for a specified command. > /? appserver Specifies the system on which the utility should > run. If not specified, the utility is run on the local / system.
Command: Description: Example: rename, ren Renames a System Interrogate file in the Repository on the application server. >rename Directs command input to another input file. >read read_file, read For example, you can direct input to run a batch file that contains a series of commands executable by this utility. silent Executes command without displaying output. > /silent Note: Available in command-line mode only. quit, q Ends the program.
How to Use the Registry Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Registry utility can also be run from a command line any node, as desired. Use the Registry utility to: • View the ICM Windows registry settings for the current system • Save registry settings to a file To Run the Registry Utility from a Command Line To run the Registry utility in interactive mode from a command line: 1.
Using the Registry Utility from a Command Line Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. >cmdhelp Note: Using Help or ? also displays this list, but includes several additional ICM commands (e.g., echo, error_stop) not used by this utility. /? Displays syntax for a specified command. > /? appserver Specifies the system on which the utility should > run.
Command: Description: Example: view Displays the contents of a registry file from the Repository on the application server. >view remove, rm Deletes a specified registry file from the Repository on the application server. >remove rename, ren Renames a registry file in the Repository on the application server. >rename Directs command input to another input file.
See Also For related information, see: About Using Cisco Web Utilities from a Command Line How to Use the Compare Registries Utility from a Command Line Cisco Support Tools 1.
How to Use the Compare Registries Utility from a Command Line While primarily designed for use from the Support Tools Dashboard, the Compare Registries utility can also be run from a command line any node, as desired. Use the Compare Registries utility to: • Compare the ICM Windows registry settings between: i. The current system and another system ii. The current system and a registry file stored in the Support Tools repository iii.
Using the Compare Registries Utility from a Command Line Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. >cmdhelp Note: Using Help or ? also displays this list, but includes several additional ICM commands (e.g., echo, error_stop) not used by this utility. /? Displays syntax for a specified command. > /? appserver Specifies the system on which the utility should > run.
Command: Description: Example: apply Copies a registry value from one registry to another, or from a file to a registry, using values from the last compare command result. >apply /src2diff Use the /src2diff and /diff2src arguments to specify which direction the value should be copied. >apply /diff2src /src2diff /diff2src OR Note that you can only copy values to a registry; you cannot copy a value to a file.
Examples Performing a Registry Comparison The following table shows a sample registry comparison request, with a description of each entry. Command Option: Description: >registry Invokes the Registry Comparison utility. >compare /systems logger_b /instance customer_1 Specifies that the local system's registry settings for customer instance_1 be compared to logger_b's settings for that instance.
See Also For related information, see: About Using Cisco Web Utilities from a Command Line How to Use the Registry Utility from a Command Line Cisco Support Tools 1.
How to Use the Log Groups Utility from a Command Line Use the Create Log Group Screen to: • Create log groups • View details of log groups • Edit log group definitions • Rename log groups • Delete log groups To Run the Log Groups Utility from a Command Line To run the Log Groups utility in interactive mode from a command line: 1. From a command prompt on a Support Tools node, navigate to . 2. Enter lgtool.
Using the Log Groups Utility from a Command Line Command Line Options Command: Description: Example: cmdhelp, chelp Displays a list of commands specific to this utility. >cmdhelp Note: Using Help or ? also displays this list, but includes several additional ICM commands (e.g., echo, error_stop) not used by this utility. /? Displays syntax for a specified command. > /? appserver Specifies the system on which the utility should > run.
Command: Description: Example: log_group_description, lgdesc Optionally, sets a description for the current log collection. >lgdesc close_log_group, closelg Closes and saves the current log group to the application server's Repository. >closelg /save When closing a new group, closelg automatically saves the group. When closing an existing group that was opened for editing, you must explicitly choose save by entering: closelg /save YES.
Command Option: Description: >lgtool logger_a Invokes the Log Group utility and optionally specifies logger_a as the application server. If an application server is not specified, the local machine is used. >clg my_log_group Initiates a request for a new group and specifies the group name. >lsys Displays a list of systems, instances, nodes, and processes whose logs can be added to the group. >al /product ICM /system 192.168.2.
How to Use the Log Collection Utility from a Command Line Use the Log Collection utility to: • Create a log collection • Download collected logs • View details of log collections • Delete log collections Note: The Log Collection utility can be run in interactive mode only; command-line mode is not available for this tool.
Command: Description: Example: appserver Optionally Specifies the system on which the utility should run. If not specified, the utility is run on the local system. >lctool system Note: This command is not used with the Log Collection utility. localhost Note: This command is not used with the Log Collection utility. create_collection_request, ccolreq Opens a session for creating a log collection request.
Command: Description: Example: rename_log, ren Renames a log collection in the application server's Repository. >ren Note: Maximum length for name is 32 characters download_log, download /filename Downloads a specified log file from the application server's Repository to a local drive. download /index xml read_file, read Note: This command is not used with the Log Collection utility. Directs command input to another input file.
Command Option: Description: Note: Applies to ICM products only. CCM, CMB, CEM, and CCS are not affected by this option. >merge on Optionally, specifies that logs should be merged. If not specified, defaults to Off. >submit Submits the request. Downloading Collected Logs The following table shows a sample log download request, with a description of each entry. Note that you must download a log in order to view it. You cannot view collected logs directly from the Repository.
Command Option: Description: >download /index 0 /filename c:\my_collection.zip Specifies that the log whose index value is 0 should be downloaded from the Repository and saved to the local C drive in a file named my_collection.zip. Note that: y To download all logs in the collection, omit the/index option. y You can name the downloaded file anything you like. Its file type, regardless of the extension specified, is always Zip.
Section IV. Using Cisco Common Utilities Cisco Support Tools 1.
About Cisco Common Utilities Cisco common utilities are a set of Cisco-authored utilities designed for use with the ICM components supported by Support Tools 1.0(1). Accessing Cisco Common Utilities Most Cisco common utilities are command-line based, and can be run from either the Support Tools Dashboard or from an individual node. Command-line access to individual nodes can be local or remote (via methods like TelNet, pcAnywhere, etc.). Several Cisco common utilities are GUI-based.
Cisco Common Utilities at a Glance Utility Name: Description: Installed On: cicman Use on a NAM CallRouter to view and set NAM to CICM session information. NAM Call Routers ctitest Use for debugging or demonstration in a Cisco ICM CTI environment. Can be used in place of an Interactive CTI client application. CTIOS PGs dbdiff Third-party (Microsoft) tool to compare database tables. Invoked with the diffconfig.bat tool.
Utility Name: Description: Installed On: Dashboard Privileged Users Only: procmon General-purpose debugging tool. Can be used in conjunction with various Network Interface Controller (NIC) and Peripheral Interface Manager (PIM) processes. Use to verify status, set debug trace bits, etc. PGs, Call Routers X rtrtrace Use to set various debug tracing on a CallRouter. The additional tracing is output to the .EMS log files, and viewed with the Log Collector.
Cisco Support Tools 1.
Cisco Support Tools 1.
How to Use the CICMan Utility Use the CICMan utility to view and set NAM to CICM session information for a NAM CallRouter. For use with NAM Call Routers only. To Access CICMan from the Dashboard To run CICMan from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > CICMan. 3. In the Arguments field, enter desired arguments, as described in the Using section below.
Using CICMan Command Line Options Syntax: cicman [/f InputFile] [/system SystemName] [/cust Customer] [/node ICMNode] [/pipe OutputPipe] [/debug] [/stop] [/help] [/?] Parameter Descriptions cicr_meters, cmeters: Displays the CICR meters for both CIC sides. echo: Controls echoing of command lines error_stop: Controls setting of stop on error flag. glbl_meters, gmeters: Displays the global meters for both CIC sides. help, ?: Display program description.
How to Use the CTITest Utility Use the CTITest utility to debug in a Cisco ICM CTI environment. CTITest can be used as an interactive CTI client for demonstration or debugging purposes. It connects to the CTI Server through a socket connection, and displays either all of the events that are occurring on the switch (a CTI bridge client application), or only the events which pertain to a single agent.
Using CTITest Starting CTITest requires: • The CTI Server (PG) IP address • The socket number • The agent ID and login information Note: In addition to ctitest.exe, trace dll (icrmsgs.dll) is also located in the \bin directory. Because icrmsgs.dll is an active services file, it is recommended that these two files be copied into separate directory. Configuring CTITest Configure the CTITest as described in following steps. In the example below, abc is the separate directory as outlined above.
5. It is suggested that you turn off heartbeats while debugging the CTI issues. To configure heartbeat to -1, use the command: c:\abc\>ctitest: config /hb -1 6. Configure the agent to determine the desired Client Events for Client Mode. These vary depending on your CTI Server environment: c:\abc\>ctitest: agent /periph /id /password /ext /inst Note: If there is no agent password required to login, use "" to specify a null value.
Command: Parameters: agent_login (login) ID PASSWORD [/periph n] [/instrument N] [/reason N] [/position N] [/supervisor N] [/autoIN] [/manualIN] [/skill N[.pri] [/skill N[.pri]] ...] agent_logout (logout) [/agentID ID] [/password] [/periph n] [/instrument N] [/reason N] [/skill N[.pri] [/skill N[.pri]] ...] agent_not_ready (not_ready) [/agentID ID] [/periph n] [/instrument N] [/reason N] [/skill N[.pri] [/skill N[.pri]] ...
About Cisco Common Utilities The Cisco ICM CTI Programmer's Guide Cisco TAC ICM Technical Notes on Cisco.com Cisco Support Tools 1.
How to Use the DBDiff Utility Use the DBDiff utility to perform comparisons of database tables from two different databases. For example, you might want to check that the ICR_Locks table contains the same data on both sides of a Central Controller. For use with nodes on which SQL Server is installed only. To Access DBDiff from the Dashboard To run DBDiff from the Support Tools Dashboard: 1. Use the System Select screen to select the system (namely, PG) you want to work with. 2.
For example: dbdiff cust1_sideA.ICR_Locks@geoxyzlgra cust1_sideB.ICR_Locks@geoxyzlgrb You can also use the batch script diffconfig.bat to invoke DBDiff for various tables to automatically compare two ICM databases. Syntax: diffconfig For example: diffconfig cust1_sideA geoxyzlgra cust1_sideB geoxyzlgrb Command Line Options Syntax: DBDiff {database a}.{table a}[@server a] {database b}.{table b}[@server b] [/out:{file}] [/key:{pkey1,pkey2,...
How to Use the DumpCfg Utility Use the DumpCfg utility to analyze records in the ICM Config_Message_Log table to determine what actions have been performed on an ICM system, when, by whom, and using what applications. For use with ICM Loggers only, but can be run from any ICM component. To Access DumpCfg from the Dashboard To run DumpCfg from the Support Tools Dashboard: 1. Use the System Select screen to select the system (namely, PG) you want to work with. 2.
See Also For related information, see: About Cisco Common Utilities Cisco Support Tools 1.
How to Use the ICMDBA Utility Use ICMDBA, the ICM Database Administration tool, to create, monitor, and edit ICM databases, including Logger, HDS, and AWDB databases. You can also use ICMDBA to manage various SQL Server operating parameters. You can use ICMDBA to: • Estimate size and bandwidth requirements for databases. • Create, edit and delete central databases, local databases, and historical database for installed ICM customers. • Resize database devices. • Recreate a database.
How to Use the MPTrace Utility Use the MPTrace utility to get a playback from the Meridian ACD to troubleshoot potential issues. MPTrace provides information on what is configured on the ACD and what needs to be changed. It looks at Controlled Directory Numbers (CDNs) and agent Position IDs/Instrument Identification Numbers (IDNs). For use with MerPim PGs only. To Access MPTrace from the Dashboard To run MPTrace from the Support Tools Dashboard: 1.
• The pim1_summary file is a playback of the ACD configuration and includes information on unconfigured Position IDs and CDNs, as well as Meridian Link misconfigurations. • The pim1_trace file is the complete dialog of what the ACD is seeing during this capture. Note: The pim1_summary and pim1_trace files are overwritten every time MPTrace is used. When adding new configurations to the ACD, old .cap files from the merpimcap directory should be deleted so that you can see fresh results after new .
How to Use the NICROI Utility Use the NICROI (NIC Remote Operator Interface) utility to configure and debug the (old-style DOS-based) AT&T NIC. NICROI allows you to see route request data from the inter-exchange carrier (IXC), and label response information from the Cisco Intelligent Contact Management (ICM) Call Routers. For use with ICM Loggers for customers running an AT&T NIC only. To Access NICROI from the Dashboard To run NICROI from the Support Tools Dashboard: 1.
Note: In the example above, support and xyzzyf represent respectively the out-of-box admin username and password for this utility. Make appropriate substitutions if these values have been modified. Method 2 nic For example: c:\>nic my_customer_instance 1a Using NICROI Using Tracing in NICROI There is only one level of tracing available within NICROI, it allows you to view Route Requests from the carrier.
1. Type mgmt help within the NICROI window to see the options available. 2. Type mgmt file list to view all the niclog.xxx files available. Note: The time shown is the time that the log is closed, meaning the time that information stopped being written to that particular log and another log is created. You can see in this list also the size of the file. 3.
If you choose to use the niclog.xxx files you need to download or transfer the files to your local drive using the nmg roi transfer command as outlined below. Remember, if you do not specify a transfer directory with the .xdir c:\ command then the file is transferred to the directory from which you started your NICROI session. The following two sections are examples of these download commands. Setting the Download Directory The .
1056902124 14:53:11 CCComm: DMPSendAck: hi-seq=2244083712, loseq=2151022592 1056902125 14:53:11 ICRGate: RecvCRSMail: class = 131, len = 56, buf = 9CA9:0672 1056902163 14:53:11 EMT: (0) Hearbeat received.
How to Use the NMStart Utility Use the NMStart (Node Manager Start) utility to start an ICM service on an ICM Call Router, Logger, AW, or PG. To Access NMStart from the Dashboard To run NMStart from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > NMStart. 3. In the Arguments field, enter desired arguments, as described in the Using section below.
See Also For related information, see: About Cisco Common Utilities Cisco TAC ICM Technical Notes on Cisco.com Cisco Support Tools 1.
How to Use the NMStop Utility Use the NMStop utility to stop an ICM service on an ICM Call Router, Logger, AW, or PG. Note: The Support Tools Unknown Process and Services Explorer is an alternate, more robust utility with which to stop ICM services. To Access NMStop from the Dashboard To run NMStop from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > NMStop. 3.
For example: c:\> nmstop cisco pg3a See Also For related information, see: About Cisco Common Utilities Cisco TAC ICM Technical Notes on Cisco.com Cisco Support Tools 1.
How to Use the OPCTest Utility Use the OPCTest utility to interpret a Peripheral Gateway's (PG) status, statistics, etc. It is also possible to enable specific debug tracing in the OPC process. For use with ICM PGs only. To Access OPCTest from the Dashboard To run OPCTest from the Support Tools Dashboard: To run OPCTest: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > OPCTest. 3.
c:\>opctest /my_customer_instance /pg1a d:\temp>opctest /my_customer_instance /pg1a Using OPCTest To list available commands, type help or ? from the OPCTest command prompt. Some of the OPCTest commands, such as List_Agents and List_Trunk_Group, require one or more additional command line switches. Type command name /? to obtain the proper syntax.
list_agents, la: Display OPCs AgentStates for specified Group. list_calls, lc: Display OPCs call states. list_routing_client, lrc: Display OPCs Routing Client stats for peripheral. mem_leaks: Dump memory leakage based on checkpoints from prior calls. network_trunk_group_trace, ntg_trace: Controls NetworkTrunkGroup tracing in the OPC. peripheral_trace: Controls Peripheral tracing in the OPC. quit, q: Ends the program.
Debug Information You can enable specific debugging within OPCTest by issuing the debug command. Turning up specific tracing is much more effective than going into the registry, or turning up the EMSTraceMask for the entire OPC process. Enabling debug control turns up tracing on the part of OPC for that you need additional tracing. The tracing result is displayed in the OPC EMS log files. Use the Log Collector utility to view the output of the EMS logs.
Exiting and Quitting OPCTest Use the quit command to exit OPCTest. Caution: Use the exit_opc command with caution. This command instructs the OPC process (on both sides of the PG if duplexed) to exit. Node Manager forces the process to restart, which then forces it to reload the configuration for the Call Router. All internal peripheral and agent states are flushed, then OPC and PIM re-learn the PG and its configuration.
How to Use the Procmon Utility Use the Procmon utility for general-purpose ICM command-line debugging. It can be used in conjunction with various NIC and PIM. processes. Procmon allows you to perform actions like verifying status, setting debug trace bits, and so on. For use with ICM PGs and Call Routers only. To Access Procmon from the Dashboard To run Procmon from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2.
d:\temp>procmon Using Procmon Procmon supports both local and remote commands. Local commands are defined within Procmon itself, while remote commands are programmed into the monitored process. Below are lists of basic Procmon commands and process-specific commands for use with such processes as PIM, CTISVR and OPC.
pim_list_skill_groups, lsg List SkillGroups currently configured by PIM acd_debug, debug Turn on/off debug trace pim_list_trace, ltrace List current PIM trace bit settings pim_trace, trace Set or reset PIM trace bits pim_dump_periph, acdperiph Dump contents of peripheral object Quit Ends the Procmon Program Samples This section examines some sample Procmon output.
3 3 2 3 Y Y 5015 5016 6902 6902 >>>>debug /? Usage: acd_debug [/noagent] [/agent] [/agent+] [/agent++] [/nobri] [/bri] [/bri+] [/nocall] [/call] [/call+] [/nocms] [/cms] [/cms+] [/csc] [/csc+] [/nocsc] [/noconfig] [/config] [/nocv] [/cv] [/noerror] [/error][/nohb] [/hb] [/noopc] [/opc] [/nopost] [/post] [/nosim] [/sim] [/notg] [/tg] [/notimer] [/timer] [/notp] [/tp] [/tp+] [/trace] [/novq] [/vq] [/warning] [/nowarning] [/all] [/noall] [/set UserSetBit] [/help] [/?] >>>>debug /call+ /post /agent Trace:
NumActiveCalls=0 NumAgentsSeen=2 ProcessName=pim1 ShutdownType=1 Dumplex=1 Side=0 GeoTelBaseDir=c:\icm\lab1\PG1B RegistryBase=ICR\lab1\PG1B DMPSystemID=1 MDSConnections=1 MDSPIMHandle=33 MDSOPCHandle=1 PIMHeartBeatTime=-1 CTIRestarts-0 RoutingClientState=SHUTDOWN State=ACTIVE StateInitTime=08/27 10:06:55 (16.9 day) Time stamp: 09/13/02 10:32:36 >>>> See Also For related information, see: About Cisco Common Utilities Cisco TAC ICM Technical Notes on Cisco.com Cisco Support Tools 1.
How to Use the RTRTrace Utility Use RTRTrace to set debug tracing on an ICM CallRouter. The additional tracing is output to the .EMS log files, viewable with the Log Collector utility. Router Trace session can be started on either side of a Call Router, and tracing will start logging for both sides when tracing is enabled. RTRTrace is for use with ICM Call Routers only. Accessing RTRTrace RTRTrace is an external GUI application present on all ICM nodes as part of that standard ICM installation.
How to Use the RTTest Utility Use the RTTest utility to interpret a Call Router's events and states without interruption to the running router processes. RTTest has several subroutines that allow you to view status, statistics, and similar information. You can also enable specific debug tracing in the Call Router. By running RTTest, you can quickly get a real time status of the entire ICM system. For use with ICM Call Routers only, but can be run from any ICM component.
c:\>rttest d:\temp>rttest Note: You can access and run RTTest from other ICM components provided that the specified node in the command line argument (see next section) is an ICM Call Router. Using RTTest Syntax: rttest [/f InputFile] [/system SystemName] [/cust Customer] [/node ICRNode] [/pipe OutputPipe] [/debug] [/stop] [/help] [/?] The command line options required to invoke RTTest are: • cust: Customer where Customer is a 3, 4, or 5 letter acronym signifying the ICM customer instance.
Process: LastStateChange: LastHeartBeat: A agi - -- -- A cic - -- -- A csfs OK M- 03/06 11:10:20 (11.2 day) -- A dba OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:12 (30 sec) A dbw - -- -- A lgr OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:17 (25 sec) A rcv OK M- 03/06 11:10:20 (11.2 day) -- A rtr OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:15 (27 sec) A rts OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:19 (23 sec) A tsyr OK M- 03/06 11:10:20 (11.
H Signifies that the process sends and receives internal heartbeat messages using the MDS protocol. Date Current date. Time Current local time. Up-Time In parenthesis is length of time the process has been in current state. LastHeartBeat If the process participates in sending and receiving MDS heartbeats, this value is the timestamp of the last heartbeat that was sent/received by the process.
Peripheral: LastStateChange: LastHeardFrom: CA_PG9 COS 03/17 04:42:38 (11.3 hr) 03/17 16:00:40 (2 sec) FL_PG7 COS 03/11 10:30:18 (6.2 day) 03/17 16:00:40 (2 sec) GA_PG6 COS 03/16 06:21:18 (33.6 hr) 03/17 16:00:41 (1 sec) IA_PG5 COS 03/11 11:29:30 (6.1 day) 03/17 16:00:40 (2 sec) NY_PG3 COS 03/11 16:31:42 (5.9 day) 03/17 16:00:41 (1 sec) TX_PG4 COS 03/11 16:37:53 (5.9 day) 03/17 16:00:34 (8 sec) VA_PG1 COS 03/13 22:18:40 (3.7 day) 03/17 16:00:41 (1 sec) VB_PG2 COS 03/16 23:31:33 (16.
configrc: Sends a ConfigureRC request to the router db_lookup: Sends the router a db_lookup request. db_meters: Displays meters about database accesses. dbw_status: Display the dbworker status. debug_control, debug: Controls various kinds of debugging output from router. deconfig: Sends an message telling the router to de-configure. dump: Requests router to do a internal state dump to a file. dump_adminscript_info: Display Admin Script Information. dump_adminscript_runtimes: Display Admin Script Run Times.
mem_checkpoint: Controls SmartHeap checkpointing. mem_meters: Displays router memory meters. opi_data: Send OPI data message to the router. quit, q: Ends the program. read_file, read: Directs command input to another input file rel_tranroute: Simulate PG releasing a translation route. route_call: Sends a route call request to the router. send_alarm: Forces the router to send a message as an alarm. send_get_config: Sends a GetConfigInd request to the router send_schedule: Sends a schedule to the router.
• Dialed Number (DN) • Automatic Number Identification (ANI) • Caller Entered Digits (CED), if any • ICM routing label returned to the carrier network. To see all possibilities for /debug, at the RTTest prompt, enter debug /? as shown below.
Turning Off Debug Tracing in RTTest When you are finished viewing router logs, it is good practice to disable all tracing that was added for troubleshooting purposes. Do this using the /noall directive as shown below: c:\icm\cd\ra\logfiles>rttest /cust cd /node routera rttest: debug /noall Ending an RTTest Session It is very important that you quit from your RTTest session when finished.
How to Use the SS7NICTrace Utility Use SS7NICTrace to view and set debug trace bits on an ICM SS7 NIC PG. Accessing SS7NICTrace SS7NICTrace is an external GUI application present on all ICM nodes as part of that standard ICM installation. It cannot be run from within the Support Tools dashboard. To access SS7NICTrace on an SS& NIC PG, from a command line, enter ss7nictrace. See Also For related information, see: About Cisco Common Utilities Cisco Support Tools 1.
How to Use the VRUTrace Utility Use the VRUTrace utility to output tracing information from a Voice Response Unit (VRU) device, and to and from its PIM process. VRUTrace lets you capture and playback session data. For use with ICM VRU PGs only. To Access VRUTrace from the Dashboard To run VRUTrace from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > VRUTrace. 3.
Using VRUTrace Command Line Options Syntax: vrutrace [ProcessName] [/if InputFile] [/o] [/of OutputFile] [/bd BeginDate(mm/dd/yy)] [/bt BeginTime(hh:mm:ss)] [/ed EndDate(mm/dd/yy)] [/et EndTime(hh:mm:ss)] [/all] [/prev] [/last] [/binary] [/debug] [/sleep] [/htbt] [/vrustat] [/help] [/?] Examples This example shows how you can obtain the output from a log file with information from April 29, 2003 until April 30, 2003 with binary data.
Section V. Cisco Support Tools 1.
About Common Utilities Common utilities are a set of third-party utilities, present on all or most Windows/ICM systems, that may be useful when troubleshooting ICM components. For the sake of convenience, the Support Tools Dashboard provides direct access to these utilities through its interface. Note: This guide does not provide detailed documentation on using third-party tools.
Utility Name: Description: Installed On: Arp-a Use to find the media access control address of a host on the same physical network. All Support Tools nodes cat Use the CAT utility to display, print, and combine files. Equivalent of the DOS type command. All Support Tools nodes chmod Use to change file permissions. Equivalent of the DOS attrib command. All Support Tools nodes cp Equivalent of the DOS copy command. All Support Tools nodes df Use to view disk free information.
Utility Name: Description: Installed On: Net Session Use to view information about all current client sessions with the current system. All Support Tools nodes NetStat All Support Use to view network information for the current system, including protocol Tools nodes statistics and current TCP/IP network connections. Net Statistics Server Use to view statistics for the local Server service. All Support Tools nodes Net Statistics Works Use to view statistics for the local Workstation service.
Utility Name: Description: Installed On: touch Use to change the creation date/time for any file. All Support Tools nodes tracert Related to ping command. Use to show each intermediary Hop in the TCP/IP network. Useful in troubleshooting LAN and WAN faults. All Support Tools nodes wc Use to view a count of characters, words, or lines in a file. All Support Tools nodes which Use to view the name of the first file encountered while traversing a path or directory tree.
How to Use the Arp -a Utility The Address Resolution Protocol (Arp) allows a host to find the media access control address of a host on the same physical network, given the IP address of the host. To make ARP efficient, each computer caches IP-to-media access control address mappings to eliminate repetitive Arp broadcast requests. You can use the arp -a command to view the Arp table entries on a specified host. The arp command is useful for viewing the Arp cache and resolving address resolution problems.
How to Use the CAT Utility Use the CAT utility to display, print, and combine files. To Access CAT from the Dashboard To run CAT from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > CAT. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the CAT command is already implied. Do not enter it in the Arguments field. 4.
-t: show tabs as ^I (only valid if -v given). -e: show new-lines as $ (only valid if -v given). -x: expand tabs into the number of spaces specified by the TABS environment variable or into 8 spaces if TABS is undefined. -n: no output - don't actually do any output, just do input. Equivalent to '> nul', except that on some platforms, the latter can be very slow (much slower than writing to an actual file.
How to Use the CHMOD Utility Use the CHMOD utility to set file permissions. To Access CHMOD from the Dashboard To run CHMOD from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > CHMOD. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the CHMOD command is already implied. Do not enter it in the Arguments field. 4.
w specifies whether the file should be writable or not s specifies whether the file should be a system file or not h specifies whether the file should be a hidden file or not m specifies whether the file should be marked modified or not -?: Display program description. Note: If the environment variable CHMOD exists, its value is used to establish default options. See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the CP Utility Use the CP utility to copy files. To Access CP from the Dashboard To run CP from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > CP. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the CP command is already implied. Do not enter it in the Arguments field. 4.
Command Line Options The options for CP are: -i: ask for confirmation before overwriting each destination file. -f: copy the file, don't ask for confirmation even if it will overwrite a file marked Read-Only. -p: preserve the source attributes and last modified date and time for the destination file. This is the default. To turn if off use -p-. -r: recursively copy all of the files and subdirectories specified by the filename, including the named directory. -v: print out status as the cp progresses.
How to Use the DF Utility Use the DF utility to view information on file system disk space usage. To Access DF from the Dashboard To run DF from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > DF. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the DF command is already implied. Do not enter it in the Arguments field. 4.
-a: Print free space for all locatable drives. -?: Display program description. Note: If the environment variable DF exists, its value is used to establish default options. Note: You can override an option that was specified in the environment variable by following the option with a minus '-' sign. For example, to turn off the -a option, specify -a-. Note: Option -a can be specified twice to restore normal operation, namely, to undo the effect of specifying option -a in the environment variable.
How to Use the Diff Utility Use the Diff utility to find differences between two text files. To Access Diff from the Dashboard To run Diff from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > Diff. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the Diff command is already implied. Do not enter it in the Arguments field. 4.
n1 a n3,n4 n1,n2 d n3 n1,n2 c n3,n4 where 'a' means: add lines n3 thru n4 from newfile at location n1 in newfile; 'd' means: delete lines n1 thru n2 from newfile, next line is n3 in newfile; and 'c' means: change lines n1 thru n2 in newfile to lines n3 thru n4 in newfile Identical pairs where n1=n2 or n3=n4 are abbreviated as a single number. Following each of the [adc] lines comes each of the lines effected. Lines preceded by '<' are from oldfile, those preceded by '>' are from newfile.
About Common Utilities Cisco Support Tools 1.
How to Use the DU Utility Use the DU utility to view the sizes of each directory specified on the command line and the sizes of each subdirectory under those. To Access DU from the Dashboard To run DU from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > DU. 3. In the Arguments field, enter desired arguments, as described in the Using section below.
-a: also display the size of each file. -s: only display the grand totals for the names on the command line. -M: show file names in their OS-provided mixed-case forms, rather than lowercasing them. Note however that most file systems don't allow files with names differing only by case, and will ignore case differences when looking for a file. -?: Display program description. Note: If the environment variable DU exists, its value is used to establish default options.
How to Use the FGrep Utility Use the FGrep utility to perform a fast search for text patterns through text files. To Access FGrep from the Dashboard To run FGrep from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > FGrep. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the FGrep command is already implied.
-v: print the lines that DON'T match the pattern. -c: print a count of the number of matching lines in each file. -l: print the name of each file that has a match. Note: Options m, v, c and l are exclusive. Only one of these may be selected. -x: the pattern must match the entire line to succeed. -i: ignore the case of each character while matching. -n: print the line number that the match occurred on. -f: print the full path name of the file when printing filenames.
How to Use the Findstr Utility Use the Findstr utility to find strings in logs or text files. Findstr is useful when parsing log files or other text files for a snippet of text. To Access Findstr from the Dashboard To run Findstr from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > Findstr. 3. In the Arguments field, enter desired arguments, as described in the Using section below.
/B: Matches pattern if at the beginning of a line. /E: Matches pattern if at the end of a line. /L: Uses search strings literally. /R: Uses search strings as regular expressions. /S: Searches for matching files in the current directory and all subdirectories. /I: Specifies that the search is not to be case-sensitive. /X: Prints lines that match exactly. /V: Prints only lines that do not contain a match. /N: Prints the line number before each line that matches.
[class] Character class: any one character in set [^class] Inverse class: any one character not in set [x-y] Range: any characters within the specified range \x Escape: literal use of metacharacter x \ Word position: end of word See Also For related information, see: Cisco TAC ICM Technical Notes on Cisco.com Cisco Support Tools 1.
How to Use the Grep Utility Use the Grep utility to perform a regular expression search for text patterns through text files. To Access Grep from the Dashboard To run Grep from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > Grep. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the Grep command is already implied.
-l: print the name of each file that has a match. Note: Options m, v, c and l are exclusive. Only one of these may be selected. -i: ignore the case of each character while matching. -n: print the line number that the match occurred on. -f: print the full pathname of the file when printing filenames. -s: do not report errors encountered while opening or reading files. -e: use the next argument as the pattern to search for. This is useful if the pattern begins with a - or / character.
See Also For related information, see: How to Use the FGrep Utility Cisco Support Tools 1.
How to Use the Head Utility Use the Head utility to view a user-defined number of lines from the start of a file. To Access Head from the Dashboard To run Head from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > Head. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the Head command is already implied.
-v: Print headers giving file names. -x: Expand tabs into the number of spaces specified by the TABS environment variable or into 8 spaces if TABS is undefined. -?: Display program description. Note: If the environment variable Head exists, its value is used to establish default options. Note: You can override an option that was specified in the environment variable by following the option with a minus '-' sign. For example, to turn off the -v option, specify -v-.
How to Use the IPConfig -all Utility When you troubleshoot a TCP/IP networking problem, begin by checking the TCP/IP configuration on the computer that is experiencing the problem. Use the IPConfig -all command to get host computer configuration information, including the IP address, subnet mask, and default gateway. When you use the IPConfig command with the -all option, a detailed configuration report is produced for all interfaces, including any configured serial ports.
See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the ISQL/W Utility Use the ISQL/W utility to query and update Microsoft SQL Server databases. Accessing ISQL/W ISQL/W is a Microsoft external GUI application present on systems with Microsoft SQL Server installed. It cannot be run from within the Support Tools dashboard. To access ISQL/W: 1. On the Windows Start bar, click Start > Run. 2. In the Open field, enter isqlw. 3. Click OK. See Also For related information, see: About Common Utilities Cisco TAC ICM Technical Notes on Cisco.
How to Use the LS Utility Use the LS utility to view directory listings. To Access LS from the Dashboard To run LS from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > LS. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the LS command is already implied. Do not enter it in the Arguments field. 4.
-l: display a long listing with more information about each file. -m: display the names of the files separated by commas. -f: sort the files by filename. -e: sort the files first by the extension and then by the filename. -t: sort the files by the date and time that the files were last written. -s: sort the files by the size (in bytes). -u: do not sort the files. -r: reverse the order of the sort selected. -R: recursively descend down each subdirectory. -p: put a slash (/ or \) after each directory.
See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the MV Utility Use the MV utility to move files and directories. To Access MV from the Dashboard To run MV from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco CommonTooMV > MV. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the MV command is already implied. Do not enter it in the Arguments field. 4.
Command Line Options The options for MV are: -i: ask for confirmation before overwriting each destination file. -f: move the file, don't ask for confirmation even if it will overwrite a file marked Read-Only. -r: recursively move all of the files and subdirectories specified by the filename, including the named directory. -v: print out status as the mv progresses. -?: Display program description. Note: If the environment variable MV exists, its value is used to establish default options.
How to Use the NBTStat Utility Use the NBTStat utility to troubleshoot NetBIOS name resolution problems. NetBIOS over TCP/IP (NetBT) resolves NetBIOS names to IP addresses. TCP/IP provides many options for NetBIOS name resolution, including local cache lookup, WINS server query, broadcast, DNS server query, and Lmhosts and Hosts file lookup. To Access NBTStat from the Dashboard To run NBTStat from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2.
-n (names) Lists local NetBIOS names. -r (resolved) Lists names resolved by broadcast and via WINS -R (Reload) Purges and reloads the remote cache name table -S (Sessions) Lists sessions table with the destination IP addresses -s (sessions) Lists sessions table converting destination IP addresses to computer NETBIOS names. -RR (ReleaseRefresh) Sends Name Release packets to WINs and then, starts Refresh RemoteName Remote host machine name. IP address Dotted decimal representation of the IP address.
How to Use the Net Session Utility Use the Net Session utility to view information about all current client sessions with the current system. Net Session displays the computer names and user names of users on a server, to see if users have files open, and to see how long each user's session has been idle. To Access Net Session from the Dashboard To run Net Session from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2.
How to Use the Net Statistics Server Utility Use the Net Statistics Works utility to view statistics for the local Server service. To Access Net Statistics Server from the Dashboard To run Net Statistics Server from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > Net Statistics Server. 3. Click the Run button.
See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the Net Statistics Workstation Utility Use the Net Statistics Workstation utility to view statistics for the local Workstation service. To Access Net Statistics Workstation from the Dashboard To run Net Statistics Workstation from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > Net Statistics Workstation. 3. Click the Run button.
See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the NetStat Utility Use the NetStat utility to view network information for the target host, including protocol statistics and current TCP/IP network connections. To Access NetStat from the Dashboard To run NetStat from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > NetStat. 3. In the Arguments field, enter desired arguments, as described in the Using section below.
-p proto Shows connections for the protocol specified by proto; proto may be TCP or UDP. If used with the -s option to display per-protocol statistics, proto may be TCP, UDP, or IP. -r Displays the routing table. -s Displays per-protocol statistics. By default, statistics are shown for TCP, UDP and IP; the -p option may be used to specify a subset of the default. interval Redisplays selected statistics, pausing interval seconds between each display. Press CTRL+C to stop redisplaying statistics.
How to Use the NSLookup Utility Use the NSLookup utility to get information on the current or specified system's DNS name server. To Access NSLookup from the Dashboard To run NSLookup from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > NSLookup. 3.
How to Use the PathPing Utility Use the PathPing utility as a route tracing tool that combines features of the Ping and Tracert utilities with additional information that neither of those tools provides (for example QOS testing). To Access PathPing from the Dashboard To run PathPing from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > PathPing. 3.
-h maximum_hops: Maximum number of hops to search for target. -g host-list: Loose source route along host-list. -p period: Wait period milliseconds between pings. -w timeout: Wait timeout milliseconds for each reply. -T: Test connectivity to each hop with Layer-2 priority tags. -R: Test if each hop is RSVP aware. See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the Ping Utility Use the Ping utility to verify IP-level connectivity. When troubleshooting, you can use Ping to send an ICMP echo request to a target host name or IP address. Use Ping whenever you need to verify that a host computer can connect to the TCP/IP network and network resources. You can also use Ping to isolate network hardware problems and incompatible configurations. To Access Ping from the Dashboard To run Ping from the Support Tools Dashboard: 1.
-n count: Number of echo requests to send. -l sizeSend: buffer size. -f Set: Don't Fragment flag in packet. -i TTL: Time To Live. -v TOS: Type Of Service. -r count: Record route for count hops. -s count: Timestamp for count hops. -j host-list: Loose source route along host-list. -k host-list: Strict source route along host-list. -w timeout: Timeout in milliseconds to wait for each reply. See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the PStat Utility Use the PStat utility to list all the processes running on a Microsoft Windows NT Workstation, including ICM processes. You can use the PStat command to verify that an ICM process was not properly exited and is still running. Note: You can also achieve this using the Support Tools Processes utility. To Access PStat from the Dashboard To run PStat from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2.
See Also For related information, see: About Common Utilities How to Use the Processes Screen Cisco Support Tools 1.
How to Use the RM Utility Use the RM utility to delete files and directories. To Access RM from the Dashboard To run RM from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > RM. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the RM command is already implied. Do not enter it in the Arguments field. 4.
-v: print out the name of each file that is removed. -?: Display program description. Note: If the environment variable RM exists, its value is used to establish default options. Note: You can override an option that was specified in the environment variable by following the option with a minus '-' sign. For example, to turn off the -i option, specify -i-. See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the Route -print Utility Use the Route -print utility to view the contents of the network routing tables. To Access Route -print from the Dashboard To run Route -print from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > Route -print. 3. Click the Run button.
About Common Utilities Cisco Support Tools 1.
How to Use the Shutdown Tool Utility Use the Shutdown Tool utility to stop and restart a remote host after a 60 second grace period. To Access Shutdown from the Dashboard To run Shutdown from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > Shutdown Tool. 3. Specify the command duration time or accept the default (60 seconds).
How to Use the SQLEW Utility Use the SQLEW utility to monitor and update SQL Server operating parameters, expand databases, and so on. Accessing SQLEW SQLEW is a Microsoft external GUI application present on all Windows 2000 installations. It cannot be run from within the Support Tools dashboard. To access SQLEW: 1. On the Windows Start bar, click Start > Run. 2. In the Open field, enter sqlew. 3. Click OK.
How to Use the Stopshut Utility Use the Stopshut utility to stop a system from shutting down due to an application or operating system failure. To Access Stopshut from the Dashboard To run Stopshut from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Common Tools > Stopshut. 3. In the Arguments field, enter desired arguments, as described in the Using section below.
How to Use the Strings Utility Use the Strings utility to print ASCII strings embedded in binary files. To Access Strings from the Dashboard To run Strings from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > Strings. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the strings command is already implied.
-n : specifies the minimum length that a non-terminated string needs to be before it is printed (default 8). -?: Display program description. Note: If the environment variable STRINGS exists, its value is used to establish default options. See Also For related information, see: About Common Utilities Cisco TAC ICM Technical Notes on Cisco.com Cisco Support Tools 1.
How to Use the Tail Utility Use the Tail utility to view user-defined number of lines from end of a file. To Access Tail from the Dashboard To run Tail from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > Tail. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the Tail command is already implied.
-f: Follow along forever, outputting appended data as the file grows. -v: Print headers giving file names. -x: Expand tabs into the number of spaces specified by the TABS environment variable or into 8 spaces if TABS is undefined. -?: Display program description. Note: If the environment variable TAIL exists, its value is used to establish default options. Note: You can override an option that was specified in the environment variable by following the option with a minus '-' sign.
How to Use the Touch Utility Use the Touch utility to change the creation date/time for any file. To Access Touch from the Dashboard To run Touch from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > Touch. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the Touch command is already implied.
If an argument in the form mmddhhmm[yy] is passed to touch, the last-write time of each file listed on the command line is set to the specified date and time. If the date and time are not given on the command line, the last-write times of the arguments are set to the current system time. The argument mmddhhmm[yy] is formed as follows: The first mm is a two digit number (between 01 and 12) for the month. The dd is a two digit number (between 01 and 31) for the day of the month.
How to Use the Tracert Utility Tracert (Trace Route) is a route-tracing utility that is used to determine the path that an IP datagram takes to reach a destination. The tracert command uses the IP Time-to-Live (TTL) field and ICMP error messages to determine the route from one host to another through a network. To Access Tracert from the Dashboard To run Tracert from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2.
How to Use the WC Utility Use the WC utility to view a count of characters, words, or lines in a file. To Access WC from the Dashboard To run WC from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > WC. 3. In the Arguments field, enter desired arguments, as described in the Using section below. Note: When entering arguments, the wc command is already implied.
-c: Enable counting for characters. If no files are given, standard input is read for characters. Example: wc file1 counts the lines, words, and characters in file1. wc -w -c counts the words and characters from the standard input. -?: Display program description. Note: If the environment variable WC exists, its value is used to establish default options. See Also For related information, see: About Common Utilities Cisco Support Tools 1.
How to Use the Which Utility Use the Which utility to view the name of the first file encountered while traversing a path or directory tree. To Access Which from the Dashboard To run Which from the Support Tools Dashboard: 1. Use the System Select screen to select the system you want to work with. 2. From the Dashboard menu, select Cisco Common Tools > Which. 3. In the Arguments field, enter desired arguments, as described in the Using section below.
-a: Prints the full pathnames of all of the files found along the specified path. Note that if the path specifies the same directory more than once (which may include the implicit current directory), the same pathname may occur more than once. -p: Use the next argument as the name of the environment variable whose value contains the path to search and will not automatically add the extension as described above. -?: Display program description.
How to Use the WinMSD Utility Use the WinMSD utility to view and generate reports that capture detailed Windows NT system configuration information. Accessing WinMSD WinMSD is a Microsoft external GUI application present on all Windows 2000 installations. It cannot be run from within the Support Tools dashboard. To access WinMSD: 1. On the Windows Start bar, click Start > Run. 2. In the Open field, enter winmsd. 3. Click OK.
Part 5: Reference Cisco Support Tools 1.
How to Stop and Start the Support Tools Dashboard/Tomcat You stop or restart the Support Tools Dashboard by stopping or restarting the Tomcat Web server on your Support Tools Server. Stopping Tomcat prevents users from accessing the Dashboard. Support Tools installs Tomcat to run as a service. Thus, the easiest way to stop or restart Tomcat is to stop or restart this service. To Stop or Start the Support Tools Dashboard/Tomcat To stop or start the Support Tools Dashboard: 1.
How to Stop and Start the Support Tools Server You stop or restart the Support Tools Server by stopping or restarting the Appserver service on your Support Tools Server machine. When the Appserver service is stopped, users can login to the Support Tools Dashboard but cannot execute any utilities therein. When they attempt to do so, they receive an "Unable to Access Backend Appserver" error.
How Stop and Start the Node Agent Service You stop or restart a Support Tools Node Agent by stopping or restarting the Node Agent service on a Support Tools node. When the Node Agent service is stopped, that machine cannot be managed through Support Tools. Note: Under normal conditions it should rarely be necessary to restart the Node Agent service: this service starts automatically following installation and upon reboot. It also restarts automatically following a shutdown (for example, due to a crash).
How to Confirm the Support Tools Build Number As necessary (for example, when making a support call), you can confirm the version and build number of your Support Tools Server from the Support Tools Dashboard. To Confirm the Support Tools Build Number To confirm the version and build number of your Support Tools Server: On the Dashboard menu, select Support Tools. Your version information displays. See Also For related information, see: Cisco Support for Support Tools Cisco Support Tools 1.
Cisco Support for Support Tools The following resources are available to Support Tools users: Online Resources Additional Support Tools information is available online at: • Latest Support Tools user documentation: www.cisco.com • Technical tips: www.cisco.com/warp/customer/640/ • Known issues and workarounds: www.cisco.com/cgibin/Support/Bugtool/home.pl (listed under Cisco ICM Enterprise Edition) Note: Some resources on the Cisco Web site require you to have an account.
Email: tac@cisco.com (please include "Support Tools" in the Subject line) Telephone: In North America: 1.800.553.2447 Outside North America: 1.408.526.7209 Cisco Support Tools 1.
Copyright Copyright © 2004, Cisco Systems, Inc. All rights reserved. The Cisco Powered Copyright 2004, CCIP, the Cisco Arrow logo, the Cisco Powered Network mark, the Cisco Systems Verified logo, Cisco Unity, Follow Me Browsing, FormShare, iQ Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, Networking Academy, ScriptShare, SMARTnet, TransPath, and Voice LAN are trademarks of Cisco Systems, Inc.
Doc Version: 1.0103202004 Cisco Support Tools 1.
Index accessing Dashboard, 24, 75 Support Tools, 26 Cisco CCBU Support Tools HTTP Server service, 277 Cisco CCBU Support Tools NodeAgent service, 68 Cisco Common Utilities, 16, 153, 156, 158, 160, 165, 167, 169, 170, 172, 177, 179, 181, 186, 191, 192, 201, 202 Support Tools documentation, 6 utilities, 153 adding processes and services, 56 systems to system list, 73, 78 application server, 119 Appserver service, 68, 278 arp -a utility, 209 AT&T NIC, 153 browsers for Dashboard, 27 using with Dashboard, 73 b
Support Support Tools options, 56 Support Tools, 29, 33, 41 Support Tools installation options, 57 virus scan for Repository, 60 connection problems in Dashboard, 81 copying values between registries, 96, 138 CP utility, 214 Create Log Collections screen, 114, 147 Create Log Groups screen, 109, 143 creating log collections, 114, 147 log groups, 109, 143 user groups for Support Tools, 39 ctitest, 153, 160 customer instances in registry utilities, 92, 96, 134, 138 Dashboard browser support, 27 configuring for
files working with Repository, 94 utilities, 16, 86, 119, 153 log collections Files screen, 94 defined, 106 Findstr utility, 225 managing, 116, 147 firewalls, 14, 37, 51 Log Collections screen, 116, 147 Grep utility, 228 Log Collector, 86, 106, 109, 111, 114, 116, 119, 143, 147 Head, 231 HTTP, 51 HTTPS, 51 log groups creating, 109, 143 ICM versions, 27, 29 defined, 106 icmdba, 153, 169 managing, 111, 143 installation utilities locations, 16 installing Support Tools, 33, 37, 39, 41, 43, 45, 4
Net Statistics Workstation utility, 246 Processes and Services, 86, 101, 103, 119, 123, 127 NetStat utility, 248 processes and services list, 56, 63 network access to nodes, 43 network time server, 37 network topology, 14 Processes utility, 86, 101, 119, 127 processinfo.
selecting stopping a target system, 119 Dashboard, 277 an application server, 119 Node Agent, 279 selecting systems, 73, 76, 78, 119 server.
performance, 29, 60 platform support, 27, 29 uninstalling, 68 System Interrogate port requirements, 51 configuring SQL for use with, 66 reinstalling, 70 using, 86, 88, 119, 131 security, 26, 39, 41 services, 68, 277, 278, 279 software requirements, 43, 48 system list adding systems to, 76, 78 System Management screen, 78 systemlist.
Touch utility, 268 privileged, 16 Tracert utility, 270 troubleshooting, 81 troubleshooting, 81 uninstalling Support Tools, 68 URL for Cisco Bug Tool, 281 for Cisco TAC, 281 for Cisco technical documentation, 6 for Dashboard, 24, 75 user groups privileged, 26, 37, 39 username for Dashboard, 75 utilities Cisco common, 16, 156, 158, 160, 165, 167, 169, 170, 172, 177, 179, 181, 186, 191, 192, 201, 202 Cisco Web, 16, 86, 88, 92, 101, 103, 106, 109, 111, 114, 116, 119, 123, 127, 131, 134, 138, 143, 147 common
