Realize Faster Resolutions with Cisco Smart Call Home

Realize Faster Resolutions with Smart Call Home

Bryan Williams, Technical Marketing Engineer

Cisco Services

© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public

Diagnostic FailureWelcome to your Monday


Diagnostic FailureIncident Management

What does this fault really

mean?

Is this a known error?

Is there a PSIRT about this issue?

Did I miss a field notice on

this issue?

Send me the log files

Where’s the show tech?

Can I get the configs?

Cisco TAC


Cisco Smart Call Home

5

TACSupport

Case

Customer

Smart Call Home• Diagnostics and Parsing Engine• Remediation Recommendation

Engine• Device Diagnostic Library• Web Portal

•Diagnostics•Syslogs•Configs•Inventory

•Analysis and Recommendations•Flexible Notifications•Field Notices•PSIRTS•90 Days History

•Support Cases w/ Analysis and Recommendations•Log Files•Show Command Output


Smart Call HomeCall Home detects and reports a diagnostic failure

Call Home: WS-C6509-E reported diagnostics failure(s)


The Smart Call Home DifferenceAutomatic SRs for critical events

TAC Engineer contacts customerregarding a service request automatically generated by Smart Call Home

TAC Engineer already has debug output, automatically attached to the case by Smart Call Home


The Smart Call Home DifferenceDetecting a problem before it impacts operations

Customer responds that he didn’t notice the problem until he received the email


The Smart Call Home DifferenceInformation based on Cisco intellectual capital

Description of the diagnostic test

Impact of failure

Recommended actions


The Smart Call Home DifferenceInformation based on Cisco intellectual capital

Configurations

Inventory Details

Advisories


The Smart Call Home DifferenceSignificant Time Savings

• P3 Service Request opened

• Cisco RP team checks

IP Multicast configuration

• Problem narrowed to specific Cat 6500 ports

• Re-queued to LAN SW team

• Look into various known issues

and bugs on WS-X6548-GE-TX.

• Find nothing. Request logs

from customer

• Logs received and analyzed

• Identify online diagnostics

failure for test TestL3VlanMet

• RMA created

• Replacement part received

(4 hour replacement coverage)

Before

45 min 3.75 hrs 12 hrs 25 hours 29 hours

Minor hardware failure—

undetected

Customer’s ops team discovers

IP multicast configuration

problem

• P3 SR opened due to GOLD

failure. Diag. info attached

• Cisco LAN SW team takes ownership

• Informs customer of problem and

confirms hardware fault

• RMA created and part dispatched.

• Replacement part received

(4 –hour replacement coverage)

After

12 min 42 min 1.2 hrs 5.5 hours

Minor hardware failure—detected

and Service Request

automatically generated

ARCHITECTURE


Database Database

Embedded Event Manager

CiscoData

Center

CiscoData

Center

Environmental Event Detector

Call Home - IOS

Inventory & Config Event Detector

EnvironmentalAlarms

InventoryConfiguration

Syslog Event Detector

GOLDHealth

Monitoring

On-demand

Boot Up

GOLD EventDetector

Smart Call Home Web Application

Alert Groups and Profiles

Show Command Collection

CLI

SyslogMessages

Raise TAC Case

Notify Partner

Notify Customer

Smart Call Home Triggers – IOS Devices

Feature Trial License Expiry

IPS License Expiry

Services Diagnostics


Smart Call Home TriggersNX-OS/UCS Devices

Call Home - IOS

Alert Groups and Profiles

Show Command Collection

CLI

Database Database

CiscoData

Center

CiscoData

Center


Raise TAC Case

Notify Partner

Notify Customer

EnvironmentalAlarms

Configuration and Inventory

GOLDHealth

Monitoring

On-demand

Boot Up

SyslogMessages (0-2)

Port Manager

License Manager


Smart Call Home ArchitectureUCSM Devices

DCOS

SNMP SYSLOGCall

Home

Database Database

CiscoData

Center

CiscoData

Center


Raise TAC Case

Notify Partner

Notify Customer

UCS CLI

UCSM

AG blade AGn

Polling/Notification

XML APICIM Object Translation

AG FI AG chassis

AG dcos DME

OPERATIONS


Configure Devices

Register Devices

Steps to Enable Smart Call Home

Identify Devices

Select Transport Option



Supported DevicesDC Access DC WAN

EdgeDC

Agg/CoreStorage Compute Network

Services

Nexus 5000

Nexus 7000

UCS C-SeriesMDS 9500 Director

ASA 5500

UBR 10000

ASR 1000, 5000, and 9000 Series Router

Carrier Routing System Routers

UCS 6100 Series Fabric Interconnect

Nexus 3000

Nexus 4000

Metro Ethernet 3400, 3750, 4924, 6500

Catalyst Switches: 2960, 3560, 3750, 4500, 4900, 6509

ISR 800, 1800, 2800, 3800 Series Routers

UCS 6248 and 6296 Fabric Interconnect

Cisco Unified Communications Manager

XR 12000 Series Router

ISR G2 1900, 2900, 3900 Series Routers

Cisco 7200

Cisco 7301

Cisco 7600

Complete list of supported products at http://www.cisco.com/web/services/portfolio/product-technical-support/smart-call-supported-products.html

MDS 9100 Fabric Switch

Nexus 2000

Nexus 6000

http://www.cisco.com/web/services/portfolio/product-technical-support/smart-call-supported-products.html




Configure Devices

Register Devices

Workflow Steps

Identify Devices




Transport Options

Smart Call Home

Customer Device

•HTTP(S) Direct

•HTTP(S) via Transport Gateway•Email via Transport Gateway


Configure Devices

Register Devices

Workflow Steps

Identify Devices




Registration

Dear Smart Call Home User,

We have received a INVENTORY Call Home message from device Serial Number SSI143507K2.

To ensure that Call Home messages sent by this device will be processed, please confirm the device registration within 3 months via the Smart Call Home application available at https://tools.cisco.com/sch/pendingDevices.do?step=2&securityToken=1c4dbf76-dc44-44a7-b1b1-996ff3ecbd6c To complete the device registration, please use the following security token:1c4dbf76-dc44-44a7-b1b1-996ff3ecbd6c

Regards,Cisco For corporate legal information please click here:http://www.cisco.com/web/about/doing_business/legal/cri/index.html

RegistrationConfirmation for first device on contract

https://tools.cisco.com/sch/pendingDevices.do?step=2&securityToken=1c4dbf76-dc44-44a7-b1b1-996ff3ecbd6c

https://tools.cisco.com/sch/pendingDevices.do?step=2&securityToken=1c4dbf76-dc44-44a7-b1b1-996ff3ecbd6c

http://www.cisco.com/web/about/doing_business/legal/cri/index.html


Pending Registration on the Portal


Registration

Dear Smart Call Home User,

Your device with host name asa-5520-1 and Serial Number JMXXXXXXS has been successfully registered for CISCO SYSTEMS, INC. in Smart Call Home.The device has been registered with the following information:

- Contract: 123456789- SR contact person: sntcdemo1Please verify your registration details in the Smart Call Home web application https://tools.cisco.com/sch/.In case there is any issue with your registration, please contact Smart Call Home support via https://tools.cisco.com/sch/reports/feedBack.do.To view reports for your device, please access the Smart Call Home application via the following link: https://tools.cisco.com/sch/.Cisco® Smart Call Home is an award-winning, embedded support feature available on a broad range of Cisco products. Smart Call Home-enabled devices continuously perform proactive diagnostics on their own components to provide real-time alerts and remediation advice when an issue is detected. The benefits include less time troubleshooting, speedier resolution to network issues, and higher network availability. For more information please visit the Smart Call Home website http://www.cisco.com/go/smartcall/.

Thank you.

Regards,Cisco

Confirmation

https://tools.cisco.com/sch/

https://tools.cisco.com/sch/reports/feedBack.do

https://tools.cisco.com/sch/

http://www.cisco.com/go/smartcall/


Registration – Trial Dear Smart Call Home User,

Your device with host name 08.05-7600-1 and Serial Number FOX123456AB12 has been registered for Smart Call Home.

Please confirm your registration in the Smart Call Home portal https://tools.cisco.com/sch. In case there is any issue with your registration, please contact Smart Call Home support via https://tools.cisco.com/sch/reports/feedBack.do

However, according to our records, the device with host name 08.05-7600-1 and Serial Number FOX123456AB12 is currently not under contract.

Device is not collected in IB. However, to assist you while you resolve entitlement for this device, we have registered your device for a period of 120 days, during which time you can use the full functionality of the Smart Call Home EXCEPT automatic creation of service requests (SR). Without a valid contract, only dummy SR creation is permitted for testing purposes. These SRs will not be routed to a Cisco engineer. Please resolve entitlement problem within the 120 day window to unlock the full feature set of Smart Call Home. Once the 120 day period ends, this device will automatically be de-registered and cannot register again without an active contract.

Customers, please contact your prartner/reseller or Service Sales Manager to cover this device by adding it to an existing or new service contract.

Partners/Resellers, please use the Service Contract Center Center http://apps.cisco.com/CustAdv/ServiceSales/smcam/requestStatusDispatch.do?methodName=onDashboardAction to purchase a contract to cover this device, or use the Service Support Center http://ciscopsc.custhelp.com/cgi-bin/ciscopsc.cfg/php/enduser/cisco.php and submit a case to add the serial number to a service contract that already covers this device.

Please be sure to add the contract to your Cisco.com profile using the Central Profile Repository (CPR) Profile Update tool http://tools.cisco.com/RPF/profile/profile_management.do.

Cisco Smart Call Home is an award-winning, embedded support feature available on a broad range of Cisco products. Smart Call Home-enabled devices continuously perform proactive diagnostics on their own components to provide real-time alerts and remediation advice when an issue is detected. The benefits include less time troubleshooting, speedier resolution to network issues, and higher network availability. For more information please visit the Smart Call Home website http://www.cisco.com/go/smartcall/.

Thank you.Regards,Cisco

https://tools.cisco.com/sch

https://tools.cisco.com/sch/reports/feedBack.do

http://apps.cisco.com/CustAdv/ServiceSales/smcam/requestStatusDispatch.do?methodName=onDashboardAction

http://ciscopsc.custhelp.com/cgi-bin/ciscopsc.cfg/php/enduser/cisco.php

http://tools.cisco.com/RPF/profile/profile_management.do

http://www.cisco.com/go/smartcall/


Registered Devices on the Portal

Future Perspective

Casey Holdway, Product Manager

Cisco Services


Trends in M2M Exploration

Solving Different Problems

• Software Licensing

• Entitlement validation

• Compliance automation

One-to-Many Insights:

• Crash-to-bug correlation

• Config validation

• What IOS version should I run?


Example of a One-to-Many Insight Very common question Customers ask Cisco:

What version of code should I be running? What do you recommend?

Your DeviceASA-5540 Running Version: 8.4(1)

52% of customers run 8.2(5)17% of customers run 8.4(3)61% of customers run 8.4(3)26% of customers run 8.4(2)13% of customers run 8.4(1)

Same Platform

Same Features

Quality

Recommend Release 8.4(3)


Smart Call Home Community Shortcut

http://bit.ly/community-sch

Smart Call Home Support Community

https://supportforums.cisco.com/community/4816/smart-call-home

Questions? Post them on the Smart Call Home Support Community or email us at [email protected]

Resources

http://bit.ly/community-sch




mailto:[email protected]?subject=Smart%20Call%20Home%20Questions

Realize Faster Resolutions with Cisco Smart Call Home

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Transcript of Realize Faster Resolutions with Cisco Smart Call Home