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Today's Topics:
1. Re: Unknown caller id from incoming PSTN call (Bryant Onojeta)
2. Re: Unknown caller id from incoming PSTN call (Jason Faraone)
3. ICM/UCCE 9 Install (Mark Holloway)
4. Re: ICM/UCCE 9 Install (Voipermike)
5. Re: ICM/UCCE 9 Install (Mark Holloway)
6. Re: CP-8831 IP Conference Phone (Bryant Onojeta)
7. TAC question (Erick Wellnitz)
8. Re: TAC question (Ryan Ratliff (rratliff))
9. Re: TAC question (Dustin S Fowler)
10. Re: TAC question (Mike Olivere)
11. Re: TAC question (Wes Sisk)
----------------------------------------------------------------------
Message: 1
Date: Tue, 13 Aug 2013 12:10:23 -0500
From: Bryant Onojeta <[email protected]>
To: Dharambir kumar varma <[email protected]>
Cc: "[email protected]" <[email protected]>
Subject: Re: [cisco-voip] Unknown caller id from incoming PSTN call
Message-ID:
<CAK5i2X5EaPyD2fQJLzTO-9ZKWjytgYy=9ycc_sechw2gs8j...@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1
Can you share some debugs from the gateway?
Turn on:
debug isdn q931
term mon
Turn off:
undebug all
term no mon
-Bryant
On Tue, Aug 13, 2013 at 9:17 AM, Dharambir kumar varma
<[email protected]> wrote:
> Hi
>
> My cisco ip phone is displaying Unknown caller id when PSTN calls come
> via MGCP gateway..
>
> Can anyone share idea..
> --
> Regards,
> Dharambir Kumar
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip
------------------------------
Message: 2
Date: Tue, 13 Aug 2013 17:34:11 +0000
From: Jason Faraone <[email protected]>
To: "'Dharambir kumar varma'" <[email protected]>,
"[email protected]" <[email protected]>
Subject: Re: [cisco-voip] Unknown caller id from incoming PSTN call
Message-ID:
<fb0beb07ca11e54a83b331ad1c263ed665da5...@chq-mdf-mbx-01.paulo.com>
Content-Type: text/plain; charset="us-ascii"
Do you see a calling party number being presented on the gateway when these
calls come in? If it is a PRI, use debug isdn q931.
-----Original Message-----
From: cisco-voip [mailto:[email protected]] On Behalf Of
Dharambir kumar varma
Sent: Tuesday, August 13, 2013 9:17 AM
To: [email protected]
Subject: [cisco-voip] Unknown caller id from incoming PSTN call
Hi
My cisco ip phone is displaying Unknown caller id when PSTN calls come via MGCP
gateway..
Can anyone share idea..
--
Regards,
Dharambir Kumar
_______________________________________________
cisco-voip mailing list
[email protected]
https://puck.nether.net/mailman/listinfo/cisco-voip
------------------------------
Message: 3
Date: Tue, 13 Aug 2013 18:20:10 -0400
From: Mark Holloway <[email protected]>
To: "<[email protected]> VOIP" <[email protected]>
Subject: [cisco-voip] ICM/UCCE 9 Install
Message-ID: <[email protected]>
Content-Type: text/plain; charset=us-ascii
I'm a first-timer when it comes to installing ICM/UCCE 9. I've installed
Windows 2008 R2 x64 Enterprise, Microsoft SQL Server 2008 R2 Enterprise along
with SP1, and .NET 4. When running the UCCE setup I receive the message "SEVERE
- SQL Server Edition check failed." Has anyone encountered this? I verified
the SQL service is running and I've launched MS SQL Server Management Studio on
the server and successfully see SQL Server is healthy. Thanks.
2013-08-13 16:54:03 [Information] ********** Begin Cisco Unified
ICM/Contact Center Enterprise & Hosted Install Log **********
2013-08-13 16:54:03 [Information] Version: 9.0.1.0 ,0,0,1466
2013-08-13 16:54:03 [Information] System: ucce
2013-08-13 16:54:03 [Information] Source directory:
D:\ICM-CCE-CCHInstaller\
2013-08-13 16:54:03 [Information] Operating System ProductName=Windows
Server 2008 R2 Enterprise
2013-08-13 16:54:03 [Information] Welcome to the Cisco Unified
ICM/Contact Center Enterprise & Hosted version 9.0(1) Installer
2013-08-13 16:54:03 [Information]
SecurityHardening.verifyScriptingHostIsEnabled(): Windows Scripting Host is
enabled at all users level.
2013-08-13 16:54:03 [Information]
SecurityHardening.verifyScriptingHostIsEnabled(): Windows Scripting Host is
enabled at current user level.
2013-08-13 16:54:03 [Information] Now in OnFirstUIBefore()
2013-08-13 16:54:08 [Information] Operating System ProductName=Windows
Server 2008 R2 Enterprise
2013-08-13 16:54:08 [Information] Windows 2008 or Windows 2008 R2 was
detected. Support Tools Node Agent cannot be supported. Therefore, we won't
ask for a pre-shared key, and we will not install or enable the Support tools
Node Agent service.
2013-08-13 16:54:08 [Information] Microsoft SQL Server is installed on
this system
2013-08-13 16:54:08 [Information] Checking Microsoft SQL Server
installation
2013-08-13 16:54:08 [Information] MSSQLSERVER service is started.
2013-08-13 16:54:08 [Information] SQL query = select case when
CHARINDEX('64', CAST(SERVERPROPERTY('Edition') AS VARCHAR(100))) >0 then 64
else 32 end
2013-08-13 16:54:08 [Information] Return code from dbupgRunSQLSelectInt = 0
2013-08-13 16:54:08 [Error] SQL Server Edition check failed.
2013-08-13 16:54:08 [Information] No instance name found. No schema
upgrades attempted.
2013-08-13 16:54:08 [Information] Checking if Tomcat 7.0 is installed.
2013-08-13 16:54:08 [Information] Tomcat 7.0 is not installed.
2013-08-13 16:54:08 [Information] Checking if JRE is installed.
2013-08-13 16:54:08 [Information] Registry key SOFTWARE\JavaSoft\Java
Runtime Environment not found. JRE is not installed.
2013-08-13 16:54:08 [Information] Checking if Microsoft .NET Framework
4.0 is installed.
2013-08-13 16:54:08 [Information] SOFTWARE\Microsoft\NET Framework
Setup\NDP\v4\Full does not exist
2013-08-13 16:54:08 [Information] SOFTWARE\Microsoft\NET Framework
Setup\NDP\v4\Client does not exist. Microsoft .NET Framework 4.0 is not
installed.
2013-08-13 16:54:20 [Information] Opening the log
file...C:\Temp\ICMInstall.log using C:\Windows\SysWOW64\notepad.exe
2013-08-13 16:54:20 [Information] status 0
2013-08-13 16:55:20 [Information] icrsetup.dll unloaded
2013-08-13 16:55:20 [Information] dbupgrade.dll unloaded
2013-08-13 16:55:22 [Information] sadlib.dll unloaded
2013-08-13 16:55:22 [Information] Installation completed with error(s)
------------------------------
Message: 4
Date: Tue, 13 Aug 2013 18:32:44 -0500
From: Voipermike <[email protected]>
To: Mark Holloway <[email protected]>
Cc: "<[email protected]> VOIP" <[email protected]>
Subject: Re: [cisco-voip] ICM/UCCE 9 Install
Message-ID: <[email protected]>
Content-Type: text/plain; charset=us-ascii
Mark,
I've seen this exact error if the domain controller was not available.
Regards,
Mike
On Aug 13, 2013, at 5:20 PM, Mark Holloway <[email protected]> wrote:
> I'm a first-timer when it comes to installing ICM/UCCE 9. I've installed
> Windows 2008 R2 x64 Enterprise, Microsoft SQL Server 2008 R2 Enterprise along
> with SP1, and .NET 4. When running the UCCE setup I receive the message
> "SEVERE - SQL Server Edition check failed." Has anyone encountered this? I
> verified the SQL service is running and I've launched MS SQL Server
> Management Studio on the server and successfully see SQL Server is healthy.
> Thanks.
>
> 2013-08-13 16:54:03 [Information] ********** Begin Cisco Unified
> ICM/Contact Center Enterprise & Hosted Install Log **********
> 2013-08-13 16:54:03 [Information] Version: 9.0.1.0 ,0,0,1466
> 2013-08-13 16:54:03 [Information] System: ucce
> 2013-08-13 16:54:03 [Information] Source directory:
> D:\ICM-CCE-CCHInstaller\
> 2013-08-13 16:54:03 [Information] Operating System ProductName=Windows
> Server 2008 R2 Enterprise
> 2013-08-13 16:54:03 [Information] Welcome to the Cisco Unified
> ICM/Contact Center Enterprise & Hosted version 9.0(1) Installer
> 2013-08-13 16:54:03 [Information]
> SecurityHardening.verifyScriptingHostIsEnabled(): Windows Scripting Host is
> enabled at all users level.
> 2013-08-13 16:54:03 [Information]
> SecurityHardening.verifyScriptingHostIsEnabled(): Windows Scripting Host is
> enabled at current user level.
> 2013-08-13 16:54:03 [Information] Now in OnFirstUIBefore()
> 2013-08-13 16:54:08 [Information] Operating System ProductName=Windows
> Server 2008 R2 Enterprise
> 2013-08-13 16:54:08 [Information] Windows 2008 or Windows 2008 R2 was
> detected. Support Tools Node Agent cannot be supported. Therefore, we won't
> ask for a pre-shared key, and we will not install or enable the Support tools
> Node Agent service.
> 2013-08-13 16:54:08 [Information] Microsoft SQL Server is installed on
> this system
> 2013-08-13 16:54:08 [Information] Checking Microsoft SQL Server
> installation
> 2013-08-13 16:54:08 [Information] MSSQLSERVER service is started.
> 2013-08-13 16:54:08 [Information] SQL query = select case when
> CHARINDEX('64', CAST(SERVERPROPERTY('Edition') AS VARCHAR(100))) >0 then 64
> else 32 end
> 2013-08-13 16:54:08 [Information] Return code from dbupgRunSQLSelectInt
> = 0
> 2013-08-13 16:54:08 [Error] SQL Server Edition check failed.
> 2013-08-13 16:54:08 [Information] No instance name found. No schema
> upgrades attempted.
> 2013-08-13 16:54:08 [Information] Checking if Tomcat 7.0 is installed.
> 2013-08-13 16:54:08 [Information] Tomcat 7.0 is not installed.
> 2013-08-13 16:54:08 [Information] Checking if JRE is installed.
> 2013-08-13 16:54:08 [Information] Registry key SOFTWARE\JavaSoft\Java
> Runtime Environment not found. JRE is not installed.
> 2013-08-13 16:54:08 [Information] Checking if Microsoft .NET Framework
> 4.0 is installed.
> 2013-08-13 16:54:08 [Information] SOFTWARE\Microsoft\NET Framework
> Setup\NDP\v4\Full does not exist
> 2013-08-13 16:54:08 [Information] SOFTWARE\Microsoft\NET Framework
> Setup\NDP\v4\Client does not exist. Microsoft .NET Framework 4.0 is not
> installed.
> 2013-08-13 16:54:20 [Information] Opening the log
> file...C:\Temp\ICMInstall.log using C:\Windows\SysWOW64\notepad.exe
> 2013-08-13 16:54:20 [Information] status 0
> 2013-08-13 16:55:20 [Information] icrsetup.dll unloaded
> 2013-08-13 16:55:20 [Information] dbupgrade.dll unloaded
> 2013-08-13 16:55:22 [Information] sadlib.dll unloaded
> 2013-08-13 16:55:22 [Information] Installation completed with error(s)
>
>
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip
------------------------------
Message: 5
Date: Tue, 13 Aug 2013 22:26:11 -0400
From: Mark Holloway <[email protected]>
To: Voipermike <[email protected]>
Cc: "<[email protected]> VOIP" <[email protected]>
Subject: Re: [cisco-voip] ICM/UCCE 9 Install
Message-ID: <[email protected]>
Content-Type: text/plain; charset=us-ascii
I was able to resolve the issue by choosing a custom Collation during the SQL
install rather than the default (SQL_Latin1_General_CP1_CI_AS is default and
will not work). I'm not sure how often this issue pops up, but I couldn't find
any Cisco docs that mention it during the install and I followed everything
according to the UCCE install guide.
On Aug 13, 2013, at 7:32 PM, Voipermike <[email protected]> wrote:
> Mark,
>
> I've seen this exact error if the domain controller was not available.
>
> Regards,
>
> Mike
>
> On Aug 13, 2013, at 5:20 PM, Mark Holloway <[email protected]> wrote:
>
>> I'm a first-timer when it comes to installing ICM/UCCE 9. I've installed
>> Windows 2008 R2 x64 Enterprise, Microsoft SQL Server 2008 R2 Enterprise
>> along with SP1, and .NET 4. When running the UCCE setup I receive the
>> message "SEVERE - SQL Server Edition check failed." Has anyone encountered
>> this? I verified the SQL service is running and I've launched MS SQL Server
>> Management Studio on the server and successfully see SQL Server is healthy.
>> Thanks.
>>
>> 2013-08-13 16:54:03 [Information] ********** Begin Cisco Unified
>> ICM/Contact Center Enterprise & Hosted Install Log **********
>> 2013-08-13 16:54:03 [Information] Version: 9.0.1.0 ,0,0,1466
>> 2013-08-13 16:54:03 [Information] System: ucce
>> 2013-08-13 16:54:03 [Information] Source directory:
>> D:\ICM-CCE-CCHInstaller\
>> 2013-08-13 16:54:03 [Information] Operating System ProductName=Windows
>> Server 2008 R2 Enterprise
>> 2013-08-13 16:54:03 [Information] Welcome to the Cisco Unified
>> ICM/Contact Center Enterprise & Hosted version 9.0(1) Installer
>> 2013-08-13 16:54:03 [Information]
>> SecurityHardening.verifyScriptingHostIsEnabled(): Windows Scripting Host is
>> enabled at all users level.
>> 2013-08-13 16:54:03 [Information]
>> SecurityHardening.verifyScriptingHostIsEnabled(): Windows Scripting Host is
>> enabled at current user level.
>> 2013-08-13 16:54:03 [Information] Now in OnFirstUIBefore()
>> 2013-08-13 16:54:08 [Information] Operating System ProductName=Windows
>> Server 2008 R2 Enterprise
>> 2013-08-13 16:54:08 [Information] Windows 2008 or Windows 2008 R2 was
>> detected. Support Tools Node Agent cannot be supported. Therefore, we
>> won't ask for a pre-shared key, and we will not install or enable the
>> Support tools Node Agent service.
>> 2013-08-13 16:54:08 [Information] Microsoft SQL Server is installed on
>> this system
>> 2013-08-13 16:54:08 [Information] Checking Microsoft SQL Server
>> installation
>> 2013-08-13 16:54:08 [Information] MSSQLSERVER service is started.
>> 2013-08-13 16:54:08 [Information] SQL query = select case when
>> CHARINDEX('64', CAST(SERVERPROPERTY('Edition') AS VARCHAR(100))) >0 then 64
>> else 32 end
>> 2013-08-13 16:54:08 [Information] Return code from
>> dbupgRunSQLSelectInt = 0
>> 2013-08-13 16:54:08 [Error] SQL Server Edition check failed.
>> 2013-08-13 16:54:08 [Information] No instance name found. No schema
>> upgrades attempted.
>> 2013-08-13 16:54:08 [Information] Checking if Tomcat 7.0 is installed.
>> 2013-08-13 16:54:08 [Information] Tomcat 7.0 is not installed.
>> 2013-08-13 16:54:08 [Information] Checking if JRE is installed.
>> 2013-08-13 16:54:08 [Information] Registry key SOFTWARE\JavaSoft\Java
>> Runtime Environment not found. JRE is not installed.
>> 2013-08-13 16:54:08 [Information] Checking if Microsoft .NET Framework
>> 4.0 is installed.
>> 2013-08-13 16:54:08 [Information] SOFTWARE\Microsoft\NET Framework
>> Setup\NDP\v4\Full does not exist
>> 2013-08-13 16:54:08 [Information] SOFTWARE\Microsoft\NET Framework
>> Setup\NDP\v4\Client does not exist. Microsoft .NET Framework 4.0 is not
>> installed.
>> 2013-08-13 16:54:20 [Information] Opening the log
>> file...C:\Temp\ICMInstall.log using C:\Windows\SysWOW64\notepad.exe
>> 2013-08-13 16:54:20 [Information] status 0
>> 2013-08-13 16:55:20 [Information] icrsetup.dll unloaded
>> 2013-08-13 16:55:20 [Information] dbupgrade.dll unloaded
>> 2013-08-13 16:55:22 [Information] sadlib.dll unloaded
>> 2013-08-13 16:55:22 [Information] Installation completed with error(s)
>>
>>
>> _______________________________________________
>> cisco-voip mailing list
>> [email protected]
>> https://puck.nether.net/mailman/listinfo/cisco-voip
------------------------------
Message: 6
Date: Wed, 14 Aug 2013 08:49:32 -0500
From: Bryant Onojeta <[email protected]>
To: "Ryan Ratliff (rratliff)" <[email protected]>
Cc: cisco-voip voyp list <[email protected]>
Subject: Re: [cisco-voip] CP-8831 IP Conference Phone
Message-ID:
<cak5i2x43vqhe6s-jm7mhi-o74vuycxsszlthpzaoa0om6sk...@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1
Hey Ryan,
Finally got into the ssh of the unit with the debug/cisco123. I have
cisco backbone on this as well, they are trying to replicate my issue
but are running into some of the same obstacles that I have.
They have my logs and there seems to be some issue with the version of
firmware that the system is looking for. Seems the Java methods are
spitting back my version for some reason, but the only version
available it sip8831.9-3-3-5.
I will keep you updated.
Bryant
Heres the console messages.
1121 INF 16:04:53.904751 Aug 13 21:04:53 mtlog: _daisychain_dma.c
332:DMA 26 complete E:00000000 EE:04000000 IP:00000000
_daisychain_i2c.c 1416:Master DMA complete 3414 0420
_daisychain_i2c.c 1473:Daisychain_I2CReadVersion() failed: (00)
1122 INF 16:04:53.942599 Aug 13 21:04:53 mtlog: _daisychain_i2c.c
1570:LPS: set MSG_GET_VERSION
1123 INF 16:04:53.942907 Aug 13 21:04:53 mtlog: _daisychain_i2c.c
1336:Master DMA initiate (receive version) 1410
1124 INF 16:04:53.956235 Aug 13 21:04:53 mtlog: _daisychain_dma.c
332:DMA 26 complete E:00000000 EE:04000000 IP:00000000
_daisychain_i2c.c 1416:Master DMA complete 3414 0420
_daisychain_i2c.c 1473:Daisychain_I2CReadVersion() failed: (00)
1125 INF 16:04:53.964632 Aug 13 21:04:53 mtlog: _daisychain_i2c.c
1570:LPS: set MSG_GET_VERSION
1126 INF 16:04:53.985141 Aug 13 21:04:53 mtlog: _daisychain_i2c.c
1336:Master DMA initiate (receive version) 1410
1127 INF 16:04:54.004767 Aug 13 21:04:54 mtlog: _daisychain_dma.c
332:DMA 26 complete E:00000000 EE:04000000 IP:00000000
_daisychain_i2c.c 1416:Master DMA complete 3414 0420
_daisychain_i2c.c 1473:Daisychain_I2CReadVersion() failed: (53)
SIP8831.9-3-3-5.loads/sip8831.9-3-3-3.loads/English_United_States$Built-In$/
1128 INF 16:04:54.022805 Aug 13 21:04:54 mtlog: _daisychain_cmd.c
243:register cmd: connected (1)
_daisychain_i2c.c 1570:LPS: set MSG_GET_VERSION
1129 INF 16:04:54.034764 Aug 13 21:04:54 mtlog: _daisychain_i2c.c
1336:Master DMA initiate (receive version) 1410
1130 INF 16:04:54.055719 Aug 13 21:04:54 mtlog: _daisychain_dma.c
332:DMA 26 complete E:00000000 EE:04000000 IP:00000000
_daisychain_i2c.c 1416:Master DMA complete 3414 0420
_daisychain_i2c.c 1473:Daisychain_I2CReadVersion() failed: (00)
On Thu, Aug 8, 2013 at 8:14 PM, Ryan Ratliff (rratliff)
<[email protected]> wrote:
> I'd start with just the console logs from the web page of the master. There
> is also a 'show daisy' command available via SSH (debug/cisco123 is the
> secondary login) but I think that's just the status, not a debug.
>
> The status line in the Phone Information screen for daisy should say
> upgrading if it's doing an upgrade on the slave. It may also throw an error
> code.
>
> -Ryan
>
> On Aug 8, 2013, at 5:54 PM, Bryant Onojeta <[email protected]>
> wrote:
>
> I have the daisy chain main power...plugged in to ac...still I am
> getting Link Mode: Configuring forever...May have been upgrading
> firmware and it says not to unplugg...left plugged in for over and
> hour and still same state... no way to check the status of the
> upgrade, download...whatever... I cannot leave it up forever...it's in
> place for testing....Not sure how to check.. factory default or
> what... flash is full???
>
> On Thu, Aug 8, 2013 at 3:54 PM, Ryan Ratliff (rratliff)
> <[email protected]> wrote:
>> Your steps are correct. The fact that the charging station turns the mic on
>> is a bit of a pain out of the box because you have to turn the mic off and
>> then back on to start the pairing (as you noted).
>>
>> There is supposed to be a section in the admin guide but it appears to have
>> gone missing at some point. I filed CSCui56402 to get that fixed hopefully
>> (it should be visible tomorrow).
>>
>> For the daisy chain it should just work, make sure you have wall power,
>> network, and the DCU on the main unit. If you are using PoE I suspect the
>> wall power requirement may be big gotcha. I need to dig up a cable before I
>> can test that here.
>>
>> -Ryan
>>
>> On Aug 8, 2013, at 4:26 PM, Bryant Onojeta <[email protected]>
>> wrote:
>>
>> I did charge the mic's and the range was high.
>>
>> What i found was that the pairing is:
>> 1.admin setting>wireless mic's>pairing
>> 2.press button til led is solid red, let go ( light will go off)
>> 3. press button til led is solid red and pairing should be complete
>>
>> ....
>>
>> Now i am having issue with the phone linking to another base.
>>
>>
>> On Thu, Aug 8, 2013 at 12:00 PM, Ryan Ratliff (rratliff)
>> <[email protected]> wrote:
>>> Did you charge the mics out of the box?
>>>
>>> What is your wireless mic range set to?
>>>
>>> -Ryan
>>>
>>> On Aug 6, 2013, at 1:10 PM, Bryant Onojeta <[email protected]> wrote:
>>>
>>> Hey,
>>>
>>> Has anyone had an issue with pairing the wireless microphones with the 8831
>>> DCU?
>>> I cannot get the wireless mic's to pair to the DCU, I consistently get
>>> "Microphone 1/2 pairing timeout! Retry?"
>>> any help would be appreciated, opened a TAC case and the engineer said that
>>> he don't have a phone to even lab this scenario up with.
>>> I am running the latest firmware for the 8831on CUCM 8.5.1, phone calls do
>>> work but the just the wireless mic's won't pair.
>>>
>>> Thanks,
>>>
>>> -Bryant
>>>
>>>
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> [email protected]
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> [email protected]
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>
>
------------------------------
Message: 7
Date: Wed, 14 Aug 2013 09:34:44 -0500
From: Erick Wellnitz <[email protected]>
To: cisco-voip <[email protected]>
Subject: [cisco-voip] TAC question
Message-ID:
<CAK0wOsAJ7=fe3nty72mdymex50t_dbr5p6lo+c1ehvd_dzr...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Wondering if any of the Cisco guys could shed some light on a situation?
Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers'
when they open TAC cases and very poor service. Is this the norm now?
When I open a case I get a 15 - 20 minute response time even on sev. 4
cases.
It's kind of goofy that in order to get a deccent TAC engineer I would have
to open all of the cases and hand them off.
Thanks!
-E
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Message: 8
Date: Wed, 14 Aug 2013 15:07:55 +0000
From: "Ryan Ratliff (rratliff)" <[email protected]>
To: Erick Wellnitz <[email protected]>
Cc: cisco-voip <[email protected]>
Subject: Re: [cisco-voip] TAC question
Message-ID:
<[email protected]>
Content-Type: text/plain; charset="iso-8859-1"
Basic troubleshooting makes me wonder what is different about you from the rest
of your team?
Here's the answer.
http://www.cisco.com/web/learning/certifications/expert/program/index.html
Technical Service Requests (Case Routing)
Service requests made to Cisco Technical Support (TS) by CCIEs in good
standing, on behalf of an organization with a valid support contract, will be
routed directly to the more experienced core TS support engineers. Routing is
done automatically based on Cisco User ID; no special phone number or URL is
required. For more information, contact Cisco Technical
Support<http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml>.
I'd love to hear the other (non Cisco) folks chime in on whether this applies
to cases the CCIE works directly or opens and then hands off to a (non-CCIE)
colleague.
-Ryan
On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <[email protected]> wrote:
Wondering if any of the Cisco guys could shed some light on a situation?
Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers'
when they open TAC cases and very poor service. Is this the norm now? When I
open a case I get a 15 - 20 minute response time even on sev. 4 cases.
It's kind of goofy that in order to get a deccent TAC engineer I would have to
open all of the cases and hand them off.
Thanks!
-E
_______________________________________________
cisco-voip mailing list
[email protected]
https://puck.nether.net/mailman/listinfo/cisco-voip
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------------------------------
Message: 9
Date: Wed, 14 Aug 2013 11:08:47 -0400
From: Dustin S Fowler <[email protected]>
To: Erick Wellnitz <[email protected]>
Cc: cisco-voip <[email protected]>
Subject: Re: [cisco-voip] TAC question
Message-ID: <[email protected]>
Content-Type: text/plain; charset="iso-8859-1"
Erick,
I have received similar situations depending on the team I need to reach.
Typically I know this happens when the engineer has issues with using the mute
button due to the engineer talking to another person in the background.
Dustin S Fowler
[email protected]
954-562-0209
On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <[email protected]> wrote:
> Wondering if any of the Cisco guys could shed some light on a situation?
>
> Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers'
> when they open TAC cases and very poor service. Is this the norm now? When
> I open a case I get a 15 - 20 minute response time even on sev. 4 cases.
>
> It's kind of goofy that in order to get a deccent TAC engineer I would have
> to open all of the cases and hand them off.
>
> Thanks!
>
> -E
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip
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Message: 10
Date: Wed, 14 Aug 2013 11:17:16 -0400
From: Mike Olivere <[email protected]>
To: "Ryan Ratliff (rratliff)" <[email protected]>
Cc: cisco-voip <[email protected]>
Subject: Re: [cisco-voip] TAC question
Message-ID: <[email protected]>
Content-Type: text/plain; charset="us-ascii"
I always get the backbone team when I open a case (I'm a CCIE in good standing
). If one of my customers opens a case they must have it re queued to get to a
more experienced engineer, but it all depends on the nature of the issue. The
backbone team shouldn't be taking cases for issues like phone provisioning
etc..
Sent from my iPhone
On Aug 14, 2013, at 11:07 AM, "Ryan Ratliff (rratliff)" <[email protected]>
wrote:
> Basic troubleshooting makes me wonder what is different about you from the
> rest of your team?
> Here's the answer.
> http://www.cisco.com/web/learning/certifications/expert/program/index.html
>> Technical Service Requests (Case Routing)
>>
>> Service requests made to Cisco Technical Support (TS) by CCIEs in good
>> standing, on behalf of an organization with a valid support contract, will
>> be routed directly to the more experienced core TS support engineers.
>> Routing is done automatically based on Cisco User ID; no special phone
>> number or URL is required. For more information, contact Cisco Technical
>> Support.
>>
>
>
> I'd love to hear the other (non Cisco) folks chime in on whether this applies
> to cases the CCIE works directly or opens and then hands off to a (non-CCIE)
> colleague.
>
> -Ryan
>
> On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <[email protected]> wrote:
>
> Wondering if any of the Cisco guys could shed some light on a situation?
>
> Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers'
> when they open TAC cases and very poor service. Is this the norm now? When
> I open a case I get a 15 - 20 minute response time even on sev. 4 cases.
>
> It's kind of goofy that in order to get a deccent TAC engineer I would have
> to open all of the cases and hand them off.
>
> Thanks!
>
> -E
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
> _______________________________________________
> cisco-voip mailing list
> [email protected]
> https://puck.nether.net/mailman/listinfo/cisco-voip
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Message: 11
Date: Wed, 14 Aug 2013 11:44:41 -0400
From: Wes Sisk <[email protected]>
To: Erick Wellnitz <[email protected]>
Cc: cisco-voip <[email protected]>
Subject: Re: [cisco-voip] TAC question
Message-ID: <[email protected]>
Content-Type: text/plain; charset=iso-8859-1
Erick,
We see very good performance, feedback, and stats from our partners. If there
are specific concerns we'd really like to know.
Regarding opening a case and handing it off - how do you feel that plays out?
For us it means we assume and approach CCIE caliber expertise and
communication. We've seen some instances where non-CCIE's don't really speak
the lingo and friction ensues.
-Wes
On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <[email protected]> wrote:
Wondering if any of the Cisco guys could shed some light on a situation?
Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers'
when they open TAC cases and very poor service. Is this the norm now? When I
open a case I get a 15 - 20 minute response time even on sev. 4 cases.
It's kind of goofy that in order to get a deccent TAC engineer I would have to
open all of the cases and hand them off.
Thanks!
-E
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https://puck.nether.net/mailman/listinfo/cisco-voip
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End of cisco-voip Digest, Vol 118, Issue 12
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