Jun 27, 2015
Realize Faster Resolutions with Smart Call Home
Bryan Williams, Technical Marketing Engineer
Cisco Services
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Diagnostic FailureWelcome to your Monday
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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
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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
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Smart Call HomeCall Home detects and reports a diagnostic failure
Call Home: WS-C6509-E reported diagnostics failure(s)
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
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
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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
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The Smart Call Home DifferenceInformation based on Cisco intellectual capital
Description of the diagnostic test
Impact of failure
Recommended actions
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The Smart Call Home DifferenceInformation based on Cisco intellectual capital
Configurations
Inventory Details
Advisories
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
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
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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
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Smart Call Home TriggersNX-OS/UCS Devices
Call Home - IOS
Alert Groups and Profiles
Show Command Collection
CLI
Database Database
CiscoData
Center
CiscoData
Center
Smart Call Home Web Application
Raise TAC Case
Notify Partner
Notify Customer
EnvironmentalAlarms
Configuration and Inventory
GOLDHealth
Monitoring
On-demand
Boot Up
SyslogMessages (0-2)
Port Manager
License Manager
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Smart Call Home ArchitectureUCSM Devices
DCOS
SNMP SYSLOGCall
Home
Database Database
CiscoData
Center
CiscoData
Center
Smart Call Home Web Application
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
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Configure Devices
Register Devices
Steps to Enable Smart Call Home
Identify Devices
Select Transport Option
Steps to Enable Smart Call Home
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
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
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Configure Devices
Register Devices
Workflow Steps
Identify Devices
Select Transport Option
Steps to Enable Smart Call Home
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Transport Options
Smart Call Home
Customer Device
•HTTP(S) Direct
•HTTP(S) via Transport Gateway•Email via Transport Gateway
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Configure Devices
Register Devices
Workflow Steps
Identify Devices
Select Transport Option
Steps to Enable Smart Call Home
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Configure Devices
Register Devices
Workflow Steps
Identify Devices
Select Transport Option
Steps to Enable Smart Call Home
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
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
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Pending Registration on the Portal
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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
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
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
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
Registered Devices on the Portal
Future Perspective
Casey Holdway, Product Manager
Cisco Services
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
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?
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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)
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public
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