Maintenance Manual

CHAPTER

7-1

Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)

Support Facilities

The ICM’s Logger collects events and messages from all components of the

system. The Logger can pass this information to a process called the Listener,

which can reside at your ICM support provider’s facility. Depending on the

installation, the Logger may connect to the Listener via a dial-up connection or

via a normal network connection.

The facilities that allow the Logger to transfer events and messages to the Listener

are collectively called the Distributed Diagnostics and Services Network

(DDSN). The DDSN allows Support representatives to remotely diagnose, and in

some cases remotely fix, problems in your system.

This chapter also provides an overview of the DDSN and Cisco Support Tools.

The DDSN

For customer sites not connected to the monitoring site via a VPN / LAN or WAN,

each computer running the ICM Logger at a customer site is equipped with a

modem in order to support the DDSN. The Logger sends data to the Listener

through a dial-up connection using the Windows Remote Access Service (RAS)

or through a direct network connection. Loggers located at customer premises

also allow dial-in or direct network connections. Figure 7-1 shows the basic parts

of the DDSN.