Maintenance Manual

7-3
Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
Chapter 7 Support Facilities
File Transfer
• DDSN Transfer Process (DTP). Transfers the events and export files to the
machine running the Listener. It uses either a dial-up connection and the
Remote Access Service (RAS) or a direct network connection. The Listener
stores the events in a customer-specific directory on its machine.
ICM software sends two types of data to the Listener:
• Event information generated by any process within ICM software.
• Export files placed in the Logger’s export directory.
The event messages received by the Listener include information about when and
where the error occurred and the full message as reported on the event feed.
File Transfer
You can transfer any file to the Listener by copying it to the Logger’s export
directory. For example, you might transfer a per-process log file that you exported
to a text file (.txt). DTP automatically transfers the file to the Listener during the
next transfer cycle. At the Listener machine, the file is held in a customer-specific
directory.
Support Processing
When your messages arrive at the Listener, they are stored in a customer-specific
directory. For error messages, appropriate Support representatives receive
automatic and immediate notification. Representatives assigned to a specific
customer are notified of all error messages from that customer. Representatives
assigned to specific areas of the ICM product are notified of all error messages
related to their areas.
Serial Alarm Feed
ICM software provides an optional serial alarm feed that allows you to establish
your own alarm/event links to the DDSN. The Serial Alarm Feed process
(SERIALFD) uses the Customer Support Forwarding Service (CSFS) to
communicate alarm information to an external system. The Serial Alarm Feed