Cisco Smart Care Service Training Lab Activities
Smart Care Service Version: 1.4.2 Last Updated: 19-February-2010
Cisco Smart Care Service – Training Lab Activity Guide
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Cisco Smart Care Service – Training Lab Activity Guide
Table of Contents Lab Overview............................................................................................................................ 5 GOLD—Global Online Lab Delivery ...................................................................................... 5 There Are Three Smart Care Labs Available............................................................................................................... 5 Training ....................................................................................................................................................................... 5 Demonstration ............................................................................................................................................................. 5 Fast Demo.................................................................................................................................................................... 5
Getting Started with the Hands-on Lab Activities .................................................................... 6 What You Will Need ................................................................................................................................................... 6
LOGGING INTO A LAB SESSION ........................................................................................ 7 Learning Objective ...................................................................................................................................................... 7 Activity 0-1: Running the Training Lab or Scheduling a Training Lab Session ......................................................... 7
HANDS-ON PRACTICE 1: ................................................................................................... 16 Activity 1-1: Accessing Devices .............................................................................................................................. 16
HANDS-ON PRACTICE 2: ................................................................................................... 20 Adding a Customer ................................................................................................................. 20 Learning Objective .................................................................................................................................................... 20 Activity 2-1: Adding a New Customer .................................................................................................................... 20
HANDS-ON PRACTICE 3: ................................................................................................... 23 Downloading and Installing the Client ................................................................................... 23 Learning Objective .................................................................................................................................................... 23 Activity 3-1: Downloading and Installing Client ...................................................................................................... 23 Activity 3-2: Assigning the Client to a Customer Site ............................................................................................... 37 Activity 3-3: Creating a New Customer Site ........................................................................................................... 38 Activity 3-4: Assigning a Client to the Lab Customer Site ...................................................................................... 40
HANDS-ON PRACTICE 4: ................................................................................................... 45 Running the Discovery and Inventory Services...................................................................... 45 Learning Objective .................................................................................................................................................... 45 Activity 4-1: Connecting to a Customer Network and Running the Discovery Service .......................................... 45 Activity 4-2: Creating and Viewing the Inventory for a Customer .......................................................................... 54 Activity 4-3: Manually Adding a Hardware Device, Software Component, or Phone ............................................. 62 Activity 4-4: Exporting a Discovered Device List .................................................................................................... 64
HANDS-ON PRACTICE 5: ................................................................................................... 66 Requesting a Quote for Service .............................................................................................. 66 Learning Objective .................................................................................................................................................... 66 Activity 5-1: Viewing an Estimate for Cisco Smart Care Service ........................................................................... 66
HANDS-ON PRACTICE 6: ................................................................................................... 70 Running Core Services ........................................................................................................... 70 Learning Objective .................................................................................................................................................... 70 Activity 6-1: Running Core Service ........................................................................................................................ 70 Activity 6-2: Applying a Fix.................................................................................................................................... 73 Activity 6-3: Reverting a Fix ................................................................................................................................... 76 Activity 6-4: Scheduling Active and Passive Monitoring ........................................................................................ 76 Activity 6-5: Scheduling Disaster Recovery ............................................................................................................ 79 Activity 6-6: Viewing the Core Dashboard ............................................................................................................. 82
HANDS-ON PRACTICE 7: ................................................................................................... 85 Running Security Services ...................................................................................................... 85 Learning Objective .................................................................................................................................................... 85 Activity 7-1: Running Security Assess and Repair .................................................................................................. 85 Activity 7-2: Applying a Fix.................................................................................................................................... 88 Activity 7-3: Reverting a Fix ................................................................................................................................... 93 Activity 7-4: Scheduling Security Passive Monitoring .............................................................................................. 93 Activity 7-5: Viewing the Security Dashboard ........................................................................................................ 96
HANDS-ON PRACTICE 8: ................................................................................................... 99 Running Intrusion Protection System (IPS) Signature Update Service .................................. 99 © 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential
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Learning Objective .................................................................................................................................................... 99 Activity 8-1: Running IPS Signature Update Service .............................................................................................. 99
HANDS-ON PRACTICE 9: ................................................................................................. 103 Running Voice Assessment .................................................................................................. 103 Learning Objective .................................................................................................................................................. 103 Activity 9-1: Running Voice Assessment .............................................................................................................. 103 Activity 9-2: Downloading the Reflector Software ............................................................................................... 105 Activity 9-3: Setting Up the Reflector ................................................................................................................... 115 Activity 9-4: Running Voice Quality Monitor ....................................................................................................... 116 Activity 9-5: Scheduling Application Monitor ...................................................................................................... 120 Activity 9-6: Viewing the Voice Dashboard.......................................................................................................... 123
HANDS-ON PRACTICE 10: ............................................................................................... 126 Alerts & Notifications ........................................................................................................... 126 Learning Objective .................................................................................................................................................. 126 Activity 10-1: Setting Personal Preferences .......................................................................................................... 126 Activity 10-2: Viewing Alerts and Notifications ..................................................................................................... 129
HANDS-ON PRACTICE 11: ............................................................................................... 132 Adding Partner Users to Your Smart Care Account ............................................................. 132 Learning Objective .................................................................................................................................................. 132 Activity 11-1: Adding Partner Users ..................................................................................................................... 132
HANDS-ON PRACTICE 12: ............................................................................................... 135 Branding Your Site ............................................................................................................... 135 Learning Objective .................................................................................................................................................. 135 Activity 12-1: Adding a Partner Logo to the Control Panel................................................................................... 135
HANDS-ON PRACTICE 13: ............................................................................................... 138 Adding Customer Users to your Smart Care Portal .............................................................. 138 Learning Objective .................................................................................................................................................. 138 Activity 13-1: Adding Customer Users ................................................................................................................. 138
HANDS-ON PRACTICE 14: ............................................................................................... 140 Ordering Assessment Services .............................................................................................. 140 Learning Objective .................................................................................................................................................. 140 Activity 14-1: Ordering Assessment Services ....................................................................................................... 140
HANDS-ON PRACTICE 15: ............................................................................................... 142 Creating a Backup CSV file.................................................................................................. 142 Learning Objective .................................................................................................................................................. 142 Activity 15-1: Creating a Backup CSV File of the Customers Inventory .............................................................. 142
HANDS-ON PRACTICE 16: ............................................................................................... 144 Device Support Matrix .......................................................................................................... 144 Activity 16-1: Device Support Matrix .................................................................................................................... 144
HANDS-ON PRACTICE 17: ............................................................................................... 145 Network Diagnostics ............................................................................................................. 145 Activity 17-1: ICMP (P .......................................................................................................................................... 145
HANDS-ON PRACTICE 18: ............................................................................................... 147 Lab Clean Up ........................................................................................................................ 147 Learning Objective .................................................................................................................................................. 147 Activity 18-1: Deleting a Customer ....................................................................................................................... 147 Activity 18-2: Exiting the Lab ............................................................................................................................... 148
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Cisco Smart Care Service – Training Lab Activity Guide
Lab Overview
GOLD—Global Online Lab Delivery The GOLD team provides leading edge "scalable" automation and state-of-the-art remote hands-on labs to enhance your technical knowledge. GOLDLabs is the automation available in many areas including the SEVT Labs, GSES and Remote Demonstrations that can be leveraged by both our internal Cisco users via CEC or by our partner community via the PEC. GOLD facilitates either self-service or instructor-led remote hands-on training programs allowing you to avoid the hassle and expense of air travel and worry over lab gear being damaged from shipping. GOLDLabs are hosted in a centrally located datacenter, and our gear is always refreshed and reconfigured for the next student. Advance your technical hands-on knowledge anytime, anywhere.
There Are Three Smart Care Labs Available Training Lab The Training Lab allows you to perform all the Smart Care Services, and also includes downloading the latest software and installing and registering the client. The Training Lab does NOT have a Smart Care client installed on the host. The client will need to be installed / registered with the Training customer.
Demo Lab The Demo Lab already has the Smart Care client installed and ready to perform Discovery on the Demonstration customer, thus saving you time and allowing you to demonstrate the Smart Care Services relevant to your customers’ needs. Intended for a technical audience.
Fast Demo Lab The Fast Demo Lab already has the Smart Care client installed and Discovery and Inventory services have already been run on the Fast Demo customer, thus saving you time and allowing you to demonstrate the Smart Care Services and reporting relevant to your customers’ needs. Intended for all audiences. Note
Please use only the customers indicated in the lab to run Smart Care services. DO NOT register the Smart Care client to any real partner account outside the Lab or any Partner created in the lab as part of an exercise. Failure to follow the Lab directions (this document), can cause the Lab to fail and become unusable.
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Cisco Smart Care Service – Training Lab Activity Guide
Getting Started with the Hands-on Lab Activities This collection of hands-on lab activities is designed to provide step-by-step instructions on how to use the Cisco Smart Care Service. The activities are intended to be used in a lab environment, such as a partner test lab, but can also be used as a guide to performing services in a real-world customer environment. The activities are listed in the order you are most likely to perform these tasks, beginning with downloading and installing a copy of the Smart Care Network Client software.
What You Will Need These activities assume you have access to a lab environment. If you do not have a CCO ID – you can apply for one by going to www.cisco.com and registering.
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Cisco Smart Care Service – Training Lab Activity Guide
LOGGING INTO A LAB SESSION In these hands-on activities, you will log into a lab session. To do this, you must have completed the following prerequisite steps:
You need to have a valid CCO ID.
Estimated time to complete the activities: 30 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Successfully log into GOLDLabs
Activity 0-1: Running the Training Lab or Scheduling a Training Lab Session Please perform the following tasks to complete the exercise. Step 1. Use this URL to go to the Training Lab Activities Launch Page on PEC: http://cisco.partnerelearning.com/pec/Direct.asp?URL=20201316119905.1696
Figure 0-0: PEC Login Page Step 2.
Log into the PEC.
Step 3.
Click on the Launch link in the Learning Offerings box. Note
If you want to access one of the other labs immediately after accessing the current lab, to avoid an error, you must completely close your browser before doing so.
Figure 0-1: PEC Learning Offerings Search Page
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Step 4.
Click OK in the popup window.
Figure 0-2: Windows Internet Explorer Message
Step 5.
Click on the Launch link on the Smart Care offering launch page.
Figure 0-3: PEC Training Lab Launch Page
Figure 0-4: GOLDLabs Check Availability Window You have two choices at this time—either check current availability or schedule a session for a future time. Go to the appropriate steps now: © 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential
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Step 2.
Run a lab now: Follow steps 3–8. Schedule a lab session in the future: Follow steps 9–22.
Click the Check Availability button next to Cisco Smart Care Training.
Figure 0-5: GOLDLabs Check Equipment Availability Window Step 3.
Click the NEXT > button at the bottom of the window to confirm the start of the lab.
Figure 0-6: GOLDLabs Check Equipment Availability Window Step 4.
Click the RUN NOW button.
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Cisco Smart Care Service – Training Lab Activity Guide
Note
Although it appears as if you are in the lab, the system is setting up all the devices for the lab to work properly. This process will take approximately 5–7 minutes. Check the lab status window for the countdown.
Figure 0-7: Lab status Note
After setup, look for a window under the countdown window that displays the Smart Care User Access Information.
. Figure 0-8: Smart Care User Access Information Step 6.
Make note of the Partner and Customer IDs and Passwords, you will need them throughout these activities.
Step 7.
When the next window displays, click the Start Session button
Step 8.
Skip the remainder of this activity and go to the next activity.
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Cisco Smart Care Service – Training Lab Activity Guide
Figure 0-9: GOLDLabs Lab Main Window Step 9.
Click the Schedule button in the Lab Appointment window.
Figure 0-10: Schedule a Lab Appointment Step 10.
Verify the Lab Time Zone is correct. If it is not, select the correct time zone from the drop-down list.
Step 11.
Select a date from the Preferred Date drop-down lists.
Step 12.
Select a Preferred Time from the drop-down list.
Step 13.
Click the NEXT > button. Available times will be displayed.
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Figure 0-11: Schedule a Lab Appointment – Time Selection Step 14.
Select an available time.
Step 15.
Click the NEXT > button. The lab basic configuration window displays.
Figure 0-12: Schedule a Lab Appointment – Lab Configuration Step 16.
Click the NEXT ► button. A lab confirmation window displays.
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Figure 0-13: Schedule a Lab Appointment – Confirmation Step 17.
Select one reminder type by clicking the Check box (either Email or E-Page).
Step 18.
Click the CONFIRM button to confirm that the date and time is correct. Otherwise, click the PREVIOUS button and reselect the appropriate information. A successfully scheduled appointment message displays.
Figure 0-14: Schedule a Lab Appointment – Scheduling Message Step 19.
Click the CLOSE button.
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Cisco Smart Care Service – Training Lab Activity Guide
Figure 0-15: Smart Care Lab – Check Availability Step 20.
Click the LOGOUT button in the upper right hand portion of window.
Figure 0-16: Smart Care Log-Out Step 21.
Click the LOGOUT button.
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Cisco Smart Care Service – Training Lab Activity Guide
Figure 0-17: Close GOLDLabs Step 22.
Click the CLOSE button.
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Cisco Smart Care Service – Training Lab Activity Guide
HANDS-ON PRACTICE 1: Activity 1-1: Accessing Devices Please perform the following tasks to complete the exercise.
Figure 1-1: Lab Topology Window When the lab setup is completed, you will be on the Topology tab.
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Cisco Smart Care Service – Training Lab Activity Guide
Figure 1-2: Lab Topology Window Step 1.
Click the Cisco Server PC and Terminal Services button to access the lab server. Note
If you receive an Active X message, click Install to continue.
Note
If you receive “Press Spacebar or Enter to activate and use this control,” press spacebar or enter.
Figure 1-3: Remote Desktop Popup Step 2.
Click ‘Connect’ on the RDP popup window.
Figure 1-4: Terminal Services Window Step 3.
Double-click Link to Smart Care. The Log In window displays.
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Figure 1-5: Lab Log In Window Step 4.
Sign into the Cisco Smart Care Server. Enter the appropriate User Name and Password provided in the Smart Care User Access Information on the lab log-in window (see Step 9 off Activity 1-1). The correct login should default into the browser. (Click in the ‘User Name’ field).
* * Stop * * Do not use any login information other that the ones provided in the Lab! This will cause the Lab to cease to function as expected. Step 5.
Click the Log In button. The Cisco Smart Care Partner Control Panel displays.
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Cisco Smart Care Service – Training Lab Activity Guide
Figure 1-6: Cisco Smart Care Partner Control Panel
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Cisco Smart Care Service – Training Lab Activity Guide
HANDS-ON PRACTICE 2: Adding a Customer Using the Smart Care Control Panel, a partner can add, quote, and track customer opportunities. The first time you log in to the Smart Care Control Panel, there will be no customers listed. For lab purposes there will be one customer set up that you may use. New customer opportunities are easy to add. In this hands-on activity, you will add a customer to the Smart Care Control Panel. To do this, you must have completed the following prerequisite steps:
You must have the provided login and password from the Smart Care User Access Information provided on the GOLDLabs Overview window.
Estimated time to complete the activities: 15 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Add a customer
Activity 2-1: Adding a New Customer Step 1.
From the navigation pane, choose Administration > Customer Management. The Customer Management window displays.
Figure 2-1: Customer Management Window Step 2.
Click the Add Customer button. The Search Customer form displays. We would normally search for existing customers, but for lab purposes, we will add a new customer.
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Cisco Smart Care Service – Training Lab Activity Guide
Figure 2-2: Search Customer Form Step 3.
Click the Add New button to add a new customer. The Add Customer form displays.
Figure 2-3: Add Customer Form Step 4.
Enter the required information for a new customer. Note
Step 5.
The City, State, and Zip/Postal Code must match the Primary address for the Add to successfully occur, i.e., this must be a valid address.
Click the Add button. The confirmation window appears.
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Cisco Smart Care Service – Training Lab Activity Guide
Figure 2-4: Validate Customer Step 6.
Click the Confirm button. A message informs you that it will take 1hour for the new customer to display in the list. Note
Smart Care does a batch processing every hour. Depending on when you started the process, it may take up from 15 minutes to 1 hour.
Figure 2-5: Customer Management Message
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Cisco Smart Care Service – Training Lab Activity Guide
HANDS-ON PRACTICE 3: Downloading and Installing the Client In these hands-on activities, you will download and install the Smart Care Client.
Estimated time to complete the activities: 25 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Download and install the Client
•
Add a new Customer site.
•
Assign the Client to a Customer site.
Activity 3-1: Downloading and Installing Client Step 1.
From the navigation pane, click on Support.
Figure 3-1: Smart Care Support Window Step 2.
Scroll to the bottom of the window to the Download heading.
Step 3.
Click the Download the Latest Software Client Version Now link. The Connect to upload.cisco.com window displays.
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Figure 3-2: Connect to upload cisco.com Window Step 4.
Enter the User name and Password supplied from the Smart Care User Access Information provided on the GOLDLabs Log In window. Note: This would normally by your CCO Username and Password..
* * Stop * * Do not use any login information other that the Partner login supplied with the Lab! This will cause the Lab to cease to function as expected. Step 5.
Click the OK button. If you are a first-time user, you will need to accept the CCO Software Agreement. Otherwise, the File Exchange window displays and you should go to Step 9.
Figure 3-3: CCO Agreement 1
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Figure 3-4: CCO Agreement 2 Step 6.
Click the appropriate radio button for the type of business (Commercial/Civilian entity or Government entity, a Military entity or Defense Contractor.)
Step 7.
Check the Confirmation check box
Step 8.
Click the Accept button.
Figure 3-5: File Exchange Window Step 9.
Choose the most recent version to download. The End User License Agreement displays.
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Figure 3-6: End User License Agreement Step 10.
Scroll down to review the agreement.
Figure 3-7: End User License Agreement Step 11.
Click Accept. The File Download window displays.
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Figure 3-8: Smart Care Network Client Download Window Step 12.
Click the Save button to save to the desktop.
Figure 3-9: Save As Window Step 13.
Click the Save button to begin download the entire zip archive to the desktop.
This process takes approximately 5–7 minutes.
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Figure 3-10: Download Complete Message Step 14.
Click the Close button.
Step 15.
Click Note
Step 16.
to close the End User License Agreement window. If you close out the browser window by accident, go back to the Topology tab – click the topology server, etc. (See Activity 1-2: Accessing Devices, Steps 1-3.)
Minimize the Smart Care dashboard.
Figure 3-11: Smart Care Directory Step 17.
Right-click the SmartCare zip folder on the Terminal Services desktop and select ‘Extract All’.
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Step 18.
Click Next to continue.
Step 19.
Click Next to extract all files to the Desktop.
Step 20.
Click Yes To All to Confirm file Replace.
Step 21.
Click Finish .
Step 22.
Double-click the SC_SW_CLIENT_x_xx folder. The SmartCare directory window displays.
Figure 3-12: Smart Care Directory
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Step 23.
Double-click the setup.exe file. The File Download Security Warning dialog box displays.
Figure 3-13: File Download Security Warning Dialog Box Step 24.
Click the Run button. The installation begins and the Cisco Network Assessment Client Installation window displays.
Figure 3-14: Client InstallShield Wizard Step 25.
Click the Next > button to continue. A message indicating that the Cisco Network Assessment Client is installing MSDE displays.
Figure 3-15: Client InstallShield Wizard Then the Welcome window displays.
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Figure 3-16: Client Installation Welcome Window Step 26.
Click the Next > button to continue. The End User License Agreement window displays.
Figure 3-17: Accept the License Agreement Step 27.
Click the radio button to accept the terms of the license agreement.
Step 28.
Click the Next > button to continue. The Customer Information window displays.
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Figure 3-18: Partner Company Information Step 29.
For lab purposes, use the defaults. Normally you would enter the User Name and Company Name, and define who can access the Client. Note
Step 30.
Do not change these defaults in this Lab!
Click the Next > button to continue. The Choose Destination Location window displays.
Figure 3-19: Choose Destination Location Window Step 31.
For lab purposes, use the defaults. Normally you would confirm or change the location to install the Client.
Step 32.
Click the Next > button to continue.
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Figure 3-20: Choose a Destination Folder Step 33.
Click the Yes button to continue. You are prompted to enter proxy server information. For lab purposes, we will not use the proxy server.
Figure 3-21: Proxy Server Information Step 34.
Normally you would enter Proxy Server information. For lab purposes, accept the defaults.
Step 35.
Click the Next > button to continue. The next step is to configure the Client software.
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Figure 3-22: Smart Care Client Configuration Step 36.
Configure the Client by entering server and login details. Normally you would enter the Server. For lab purposes, it defaults to tools.cisco.com. Enter the given Partner Login Name and Password supplied to you on the first window of the lab. Example: Login Name: Password:
SmartCareTraining# SCTraining#.
* * Stop * * Do not use any login information other that the Partner login supplied with the Lab! This will cause the Lab to cease to function as expected. Step 37.
Leave the CCO Customer Details area blank. You can add the customer in the Smart Care Control Panel and assign the Client then. This is covered in a separate lab activity.
Step 38.
The Lab DE Client Name defaults in the Client Details area.
Step 39.
Click the Next > button to continue. The Start Copying Files window displays.
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Figure 3-23: Start Copying Files Window This window shows you the settings that have been selected. Step 40.
Click the Next > button to continue. The InstallShield Wizard Complete window displays.
Step 41.
Wait while the install configures the system.
This step takes about 2–5 minutes to complete.
Figure 3-24: InstallShield Wizard Complete Window Step 42.
Accept the ‘Yes’ default and then click the Finish to restart the lab server.
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* * Stop * * Restart will take 3 – 5 minutes to complete. The terminal services window goes away and is processing in the background. Step 43.
To re-access the lab server, click the Topology tab.
Figure 3-26: Terminal Services Window Step 44.
Click the Cisco Server PC and Terminal Services button to re-access the lab server. After restarting, the Cisco Network Assessment Client is added to the Windows tray in the lower-right corner of the Windows Taskbar (it looks like a multi-colored pinwheel). Note
You may need to use scrollbars to see the lower taskbar.
Figure 3-27: Terminal Services Window Taskbar
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Step 45.
To confirm the installation, double-click the pinwheel icon in the taskbar to open the Cisco Network Assessment Client Monitor.
Figure 3-28: Cisco Smart Care Network Client Monitor Window Step 46.
Look at the version number and confirm that it is the same version number you downloaded.
Step 47.
Click the
to close the Cisco Smart Care Network Client Monitor window.
Activity 3-2: Assigning the Client to a Customer Site To use the Smart Care Network Client with a customer network, you must assign the Client to a customer network site.
Figure 3-29: Cisco Smart Care Terminal Services Desktop Step 1.
In the Terminal Services window, click the Link to Smart Care icon.
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Figure 3-30: Cisco Smart Care Network Client Monitor Window Step 48.
From the Client Server, log back into the Smart Care Dashboard with the supplied login.
Step 49.
Click the Log In button.
Activity 3-3: Creating a New Customer Site Step 1.
From the Smart Care Service navigation pane, choose Administration > Assessment Appliances. Note
Be sure to go to the Smart Care Administration window, not the Assessment Appliance Configuration window for a specific customer.
The Network Assessment Appliances configuration window displays. The Client should currently be unassigned.
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Figure 3-31: Network Assessment Appliances Window Step 2.
Click the Add Site button. The Add Site window opens.
Figure 3-32: Add Site Window Step 3.
Choose the customer from the Customer Name drop-down list. Customer Name = Unique name you used to create customer in Activity 2-1.
Step 4.
Enter a name for the new site in the Site field (this can be any name you want).
Step 5.
Click the Add button. A confirmation message displays.
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Figure 3-33: Add Site Confirmation Window Step 6.
Click the Cancel button to close the confirmation window. The new customer site is added. You normally would be able to assign the Smart Care Network Client to this new customer network site, but for the Training Lab we will be using the customer site already supplied in the Lab.
Activity 3-4: Assigning a Client to the Lab Customer Site Step 1.
From the navigation pane, choose Administration > Assessment Appliances. Note
Be sure to choose the Smart Care Administration menu and not the customer’s Administration menu.
The Assessment Appliances configuration window displays. Your Client should have an Assignment status of “un-assigned”.
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Figure 3-34: Assessment Appliances Window Step 2.
Click the radio button for the Client to be assigned. (This is the one that defaulted in the client installation (TrainingClient_##).
Step 3.
Click the Assign/Un-assign button. The Partner Appliances window displays. This is where you assign your Client to the customer site.
Figure 3-35: Assign the Client to the Customer Site
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Step 4.
Normally you would select the customer from the drop down list. For lab purposes, accept the defaults.
* * Stop * * Do not use the customer/site that you added manually in previous steps. Use only the customer already set up for this partner login and lab. Step 5.
Click the OK button to continue.
This step takes 3–5 minutes to complete.
The Server Connection window displays.
Figure 3-36: Assigning Client Progress Gauge The Confirmation window displays.
Figure 3-37: Assigning Client Confirmation Message Step 6.
Click the Close button to close the confirmation window. The Client is now assigned to the customer site. It still needs to be enabled.
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Figure 3-38: Smart Care Dashboard Step 7.
Scroll right and click the View/Edit link for the new client (located at the far right of the window). The Manage Appliances window displays.
Figure 3-39: Manage Appliances Window Step 8.
Choose Enabled from the drop-down list.
Step 9.
Click the Save button (next to Disabled/Enabled). The Client is now assigned and enabled for this customer site.
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Figure 3-40: Smart Care Services Dashboard This Client can now be used to perform the Discovery and Inventory processes. Step 10.
From the Smart Care Control Panel navigation pane, choose Administration > Assessment Appliance to close this window.
Figure 3-41: Assessment Appliance Window
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Cisco Smart Care Service – Training Lab Activity Guide
HANDS-ON PRACTICE 4: Running the Discovery and Inventory Services Discovery is the process of identifying hardware located on a network. All Cisco devices must be discovered by Smart Care in order for the network to be properly covered by the Smart Care Service. You must manually enter Cisco devices that are not discovered automatically or they will not be covered by the Cisco Smart Care Service. In these hands-on activities, you will run the Discovery and Inventory Services. To do this, you must have completed the following prerequisite steps:
Assigned a Smart Care Network Client or Appliance to a customer site in Smart Care. Obtained the IP addresses, IP range(s), or subnet on which you will search for devices. Obtained the device credentials required to log in and inventory each device. Completed loading and installing the software Client in Hands-On Practice 3.
Estimated time to complete the activities: 30 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Connect to a customer network and run the Discovery and Inventory Services
•
View the Inventory for your customer
Activity 4-1: Connecting to a Customer Network and Running the Discovery Service Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services. The customer’s Services window displays. If the services are dimmed, you may not have a Client or Appliance assigned and enabled for this customer site. Note
For this lab, you have access to all Cisco Smart Care Services. Normally you will only have access to the Basic Services (Discovery and Inventory) for a new customer until you have purchased a contract.
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Figure 4-1: Available Services for a Given Customer Step 2.
Click the Run Now… button for the Basic Services > Discovery (Partner Initiated). You can define a network by its subnet, by a range of IP addresses.
Figure 4-2: Define the Network to be Discovered Step 3.
From the Discovery Type drop-down list, choose Medium. Note
The characteristics of each customer network present challenges to a discovery engine. Some networks contain a large number of devices but are centrally located, while other networks consist of a small number of devices spread over a wide area with a number of WAN links and VLAN connections. Simple networks tend to respond quickly to SNMP gets and pings so discovering these devices requires a minimal number of retries and short timeout values. Complex and widely distributed networks require more time for SNMP and ping responses to be successful in discovering these network devices. .
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Step 4.
From the next field, choose a method for identifying the type of device probing you would prefer from the drop-down list. For Training purposes choose IP range. Note
Under normal circumstances Cisco recommends that you specify an IP Range to ensure that moves, adds, and deletes are identified correctly.
For this lab, IP Address and ranges can be found on the “ADDRESSING” tab in the lab environment. You can also find the ranges in Step 5.
Figure 4-3: GOLDLabs Addressing Tab Step 5.
Enter the following Start IP Address and End IP Address for the ranges in this lab exercise. 192.168.0.1 – 192.168.1.254 (Click the Add button to continue) 192.168.90.200 – 192.168.90.201 (Click the Add button to continue)
Step 6.
Enter ‘cisco’ for the SNMP Community. Click the Add button to continue. Note
If you forgot to click the Add button – it will continue with the discovery but won’t find any items with an SNMP Community. You need to go back and add the SNMP community and then run the discovery process again.
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l Figure 4-4: Basic Services – Discovery (Partner Initiated) Step 7.
Click the Next > button. The Discovery Service begins.
It can take 2–5 minutes for the Discovery Service to complete.
Figure 4-5: Discovering Devices on the Customer Network
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When the Discovery Service is complete, a list of discovered devices displays. The list will include the devices on the actual network you are scanning.
Figure 4-6: Discovery Services Note
Step 8.
You should be seeing more than 20 devices found. If you do not see this, terminate the session and perform Steps 5–7 again.
Click the Check box beside the Display Unknown Devices in the upper right hand side of the window.
Figure 4-7: Discovery Services With Unknown Devices
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Step 9.
Click the top Check box (to the left of IP Address in the table titles) to select all devices.
Figure 4-8: Discovery Services – Select All Devices Step 10. Step 11.
Verify that all devices found are in the topology (devices within the ranges) have been found. Modify the device types that say ‘Select Device Type’. Using the chart below, enter the appropriate device type for each. Certain device types need to be unchecked as they are duplicates or servers that are not part of the Smart Care Service. IP Address
(Private Identifier)
Device Type
192.168.0.1
Cisco 2821
192.168.0.2
Catalyst 37xx Stack
192.168.0.233
Cisco 2821
192.168.0.234
Cisco ASA 5510
192.168.0.237
Cisco 2821
192.168.0.238
Cisco 2801
192.168.0.245
Cisco 2811
192.168.0.246
Catalyst 37xx Stack
192.168.0.253
Cisco 2801
192.168.0.254
Catalyst 3560-24PS
192.168.1.1
Call Mgr Pub
192.168.1.2
Call Mgr Sub
192.168.1.3
Unity
192.168.1.4
Meeting Place Exp
192.168.1.5
UNCHECK THIS
192.168.1.6
Cisco UC520-BU-4FXO-K9
192.168.1.7
Cisco C1861-UC-4FXO-K9
192.168.1.8
Cisco WLC526
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192.168.1.10
Cisco ACS Express
192.168.1.12
CE500-24TT
192.168.1.15
Cisco AP521
192.168.1.21
UNCHECK THIS
192.168.1.69
Cisco 2811
192.168.1.101
UNCHECK THIS
192.168.1.102
UNCHECK THIS
192.168.1.103
UNCHECK THIS
192.168.1.104
UNCHECK THIS
192.168.1.111
UNCHECK THIS
192.168.1.254
Cisco 2821
192.168.90.200
Cisco AirAP1130
192.168.90.201
Cisco Air-AP 1210
Figure 4-9: Device Type Chart
Figure 4-10: Discovered Devices Step 12.
Click the Add to Inventory button. The Add Devices confirmation message displays.
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Figure 4-11: Add Devices Confirmation Message Step 13.
Click the OK button to continue.
Figure 4-12: Discovered Devices Step 14.
Review your window to verify the status of added devices, unsupported devices, and unknown device types.
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Note
Step 15.
Note: You may export the results of the Discovery to an .xls file by clicking on the Export Discovery Results button at the bottom of the screen. We will export the results of the Inventory Service in a later Activity.
Click the Terminate Session button to complete the Discovery Service. The Services window displays again, indicating that the Discovery Service has run successfully. You will see a date and time stamp in the Last Run column.
Figure 4-13: Discovery is Completed Step 16.
If it is not already open, expand the submenu for the customer whose network you just discovered, and choose Discovered Devices. The Discovered Devices window displays and looks similar to the following figure, showing the actual devices from the network you have discovered.
Figure 4-14: Discovered Devices for the Selected Customer Step 17.
Click the Check box beside the Display Unknown Devices in the upper left hand side of the window.
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Figure 4-15: Discovered Devices for the Selected Customer This shows the devices found during the Discovery Service. If there are devices you know are on the network, but are missing, you should add them manually by IP address. We will manually add a device later in the lab. Note
Note: You may export a list of the Discovered Devices by clicking on the Export button at the bottom ot the screen. You may choose .doc, .pdf, or .xls file fomats. We will export the results of the Inventory Service in a later Activity.
Figure 4-16: Export Function
Activity 4-2: Creating and Viewing the Inventory for a Customer The Inventory Service uses the results of the Discovery Service to provide additional information about each discovered Cisco device. Collected data includes items such as IP addresses, device types, serial numbers, software versions, and basic device system parameters such as memory and flash. Information such as user names, passwords, and configuration files are stored at the customer site, not at Cisco. Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services. The Customers Services window displays.
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Figure 4-17: Available Services for a Given Customer Step 2.
For Inventory Service, click the Run Now… button. The Inventory Service window opens. The next step is to choose devices to inventory.
Figure 4-18: Choosing Devices to Include in the Inventory Step 3.
Click the Check box to the left of Device Types, to select all devices to add to the inventory.
Step 4.
Click the Next > button. The qualified devices you expect to cover on the service contract are listed. The next step is to enter credentials for each device to be inventoried.
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Figure 4-19: Entering Device Credentials You can manually enter the device credentials for each IP address or you can copy and paste from a .csv file. For this Training we will be copying and pasting from a .csv file. Step 5.
Minimize the Basic Service – Inventory window.
Step 6.
Minimize the Smart Care Services dashboard window. The desktop should be displayed.
Figure 4-20: Terminal Services Window Step 7.
Double click the deviceinfo.csv file to open it.
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Figure 4-21: csv File Contents Step 8.
Click in any cell and press Ctrl & a to highlight all the active cells.
Step 9.
Press Ctrl & c to copy the cells.
Step 10.
Minimize the .csv file window.
Figure 4-22: Entering Device Credentials Step 11.
Click on http://tools.cisco.com at the bottom of the window to open the Inventory window again.
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Figure 4-23: Entering Device Details Step 12.
Click in the first User/Name field.
Step 13.
Press Ctrl v to paste the information in the table.
Figure 4-24: Entering Inventory Device Details Step 14.
Review to the table to make sure that each device has filled in fields. The amount of fields filled in will vary depending on the device type.
Step 15.
Click the Next > button.
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Figure 4-25: Inventory Service Progress window
This may take up to 10 minutes to run.
When the process is complete, the resulting inventory identifies which devices were successfully accessed.
Figure 4-26: Inventory Service Results Step 16.
Review the inventory. If something is flagged Failed, it is probably due to a credential that is incorrect. Go back, correct the device credentials for this device, and rerun inventory.
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Note
Note: You may export the results of the Inventory to an .xls file by clicking on the Export Inventory Results button at the bottom of the screen. We will export the results of the Inventory Service in a later Activity.
Step 17.
Click the Terminate Session button.
Step 18.
The Services window displays again, indicating that the inventory service has run successfully.
Figure 4-27: Inventory Service Completion The red x simply means that there are one or more devices that failed the inventory process for one of the reasons stated above. Successful devices have been added to inventory. Step 19.
From the navigation pane, choose CISCO_TRAININGxx > Device Inventory. The Device Inventory displays.
Figure 4-28: Device Inventory
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Step 20.
The partner has the option to choose 4 hour premium for each device that qualifies (device and geographic area) depending on the customer’s needs. Select Premium for all devices that display a drop down list in the Coverage Type column.
Step 21.
Click the Check box beside the Display Phones in the upper right hand side of the window.
Figure 4-29: Device Inventory With Phones Step 22.
Click the IP address for any device. The Device Details window for that device displays.
Figure 4-30: Device Details Step 23.
Click the Close button in the lower right-hand corner of the window when you finish viewing the device information.
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Note
Note: You may export Device details by clicking on the Export button at the bottom ot the screen. You may choose .doc, .pdf, or .xls file fomats. We will export the results of the Inventory Service in a later Activity.
Figure 4-31: Export Function
Activity 4-3: Manually Adding a Hardware Device, Software Component, or Phone Step 1.
Scroll to the bottom of the Device Inventory window.
Step 2.
Click the Manually Add Device button at the bottom of the window. The Add Device window displays. You need to manually add each software or hardware component not discovered. If you do not add components, they will not be covered under the Smart Care Service contract.
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Figure 4-32: Add Device Window For each device, choose the type of device, either Hardware Device, Software Component, or IP Phones. Depending on which you choose you will be asked to enter different types of information. Hardware: Device Type, Serial Numbers and Product ID (PID). Software: Product Family, IP Address, Host Name IP Phones: Voice Device, Phone Type, and MAC address. Step 3.
For purposes of this lab, add the following IP Phone. Select the radio button beside the IP Phones.
Step 4.
Enter the following information for the phone: Voice Devices: 192.168.0.1 Phone Type: IP Phone 7940G MAC Address: 000BBE12645B
Step 5.
After the information has been added, click the Add button. A message will display with whether the item was added successfully.
Figure 4-33: Successful Add Message You can continue to add devices until the device inventory is complete.
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Step 6.
After adding all hardware devices and software components, click the Close button.
Step 7.
The Device Inventory window, shown in Figure 4-29, will display again.
Activity 4-4: Exporting a Discovered Device List Step 1.
Scroll to the bottom of the Discovered Devices window.
Step 2.
Click the Export button at the bottom of the window.
Figure 4-34: Discovered Devices Window Step 3.
Choose the desired format of the export from the pop-up window.
Figure 4-35: File Download Window
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Step 4.
Click ‘Save’ on the File Download Window.
Step 5.
Save the file to the default Desktop location:
Figure 4-36: File Download Window Step 6.
Open the saved file to examine the data.
Step 7.
Close the file and continue with the next activity.
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HANDS-ON PRACTICE 5: Requesting a Quote for Service In this hands-on activity, you will use the Smart Care Control Panel to view a pricing estimate and request a quote for an annual Smart Care Service contract. To do this, you must have completed the following prerequisite steps:
Assigned a Smart Care Network Client or Appliance to a customer site in Smart Care. Completed Discovery and Inventory for the network to quote.
Estimated time to complete the activities: 5 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
View an estimate for an existing inventory
We will not be generating an actual quote in this lab.
Activity 5-1: Viewing an Estimate for Cisco Smart Care Service Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Device Inventory. The completed device inventory displays.
Figure 5-1: Device Inventory Used to Generate a Pricing Estimate Step 2.
Click the Save and Continue >> button.
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Figure 5-2: Save Changes Confirmation Window Step 3.
Click the Yes button. Within just a few seconds, an estimate for an annual service contract displays.
Figure 5-3: Pricing Estimate Top Half The estimate includes the network or contract “level” based on the type of technology found on the network. It also shows the device count, based on the number and type of devices. Step 4.
Notice the Smart Care Base Contract and Premium Service Uplift prices.
Step 5.
If you are updating a previous estimate and you have added new technologies not listed in the inventory, you can choose those technologies. For this lab, click on Yes radio button for Voice Call Manager.
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Figure 5-4: Estimate - Add Device Window Step 6.
Select Cisco Unified Call Manager from the Product Family drop down list.
Step 7.
Click the Add button to accept all other defaults.
Figure 5-5: Estimate - Device Added Successfully Step 8.
Click the Close button.
Step 9.
Click on the Recalculate button to update the estimate. The pricing should change accordingly.
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Figure 5-6: Pricing Estimate Lower Half The estimate also shows where the contract price falls within the pricing matrix, and what products will be covered on Premium Services.
* * Stop * * We will not be generating a quote in this lab. DO NOT CLICK THE Request for Quote button.
Note: You can export a list of Inventoried devices from the bottom of the screen:
Figure 5-7: Inventory Export Button
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HANDS-ON PRACTICE 6: Running Core Services The Core Assess and Repair Service scans supported devices and compares the first scan backup configuration file with the current backup configuration file to identify vulnerabilities and changes that might indicate a virus or corruption. Many issues can be fixed remotely by using Smart Care Service. In this hands-on activity, you will run the Core Assess and Repair Service, identify potential issues, apply a fix, and revert a fix (undo it). To do this, you must have completed the following prerequisite steps:
Assigned a Smart Care Network Client or Appliance to a customer site in Smart Care. Completed Discovery and Inventory for the network. The network must have devices that include potential security vulnerabilities.
Estimated time to complete the activities: 30 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Run the Core Assess & Repair Service and view a consolidated report
•
Identify an error and apply a fix
•
Revert a fix by returning to a previous configuration
•
Setup scheduled core monitoring
Activity 6-1: Running Core Service Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services. The Services window for the selected customer displays. In the example below, notice that the Discovery and Inventory Services have been run.
Figure 6-1: Current Services Window for a Selected Customer Step 2.
Click the Run Now… button to the right of Core Assess and Repair to run the service.
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The Core-Assess and Repair window displays.
Figure 6-2: Core Assess and Repair - Supported Devices Step 3.
Click the Check box to select all devices.
Step 4.
Click the Next > button to continue.
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Figure 6-3: Core Assess and Repair Status
This may take 2-5 minutes for each device selected to complete. A status window displays while the service runs.
When the service has run successfully, a report shows a list of potential vulnerabilities on each scanned device.
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Activity 6-2: Applying a Fix Step 1.
Identify a device with vulnerabilities that has both Audit and Fix listed in the Support column.
Step 2.
Click the View link in the Details column for the selected device. The Choose Fix & Revert window displays.
Step 3.
Click the Fix & Revert tab. The Fix & Revert tab shows further details about vulnerability on the device. If an issue can be repaired, the Fix check box will be present
Figure 6-5: Core Assess and Repair Report Step 4.
Click the Fix check box for any issues you want to fix.
Step 5.
Click the checkbox to the left of Write the running configuration to start up configuration.
Step 6.
Click the Apply button. (You may need to scroll down the window to see the button.)
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Figure 6-6: Confirm Fix Message Step 7.
Click the Yes button to confirm.
Figure 6-7: Assess and Repair Status Window
Step 8.
This may take 2–5 minutes to complete. A status window displays while the service runs.
After the fix is complete, click the View Configuration tab. The View Configuration tab shows the original configuration and the new configuration side-by-side. Changes to the configuration are color coded.
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Note
Note: You may export Configuration details by clicking on the Export button at the bottom ot the screen. You may choose .doc, .pdf, or .xls file fomats
Figure 6-8: Core Assess and Repair – View Configuration Step 9.
To view the Consolidated Report, click the Back button.
Step 10.
Click the Consolidated Report button. The consolidated report displays the before-and-after state for each device, including any security issues, plus any action you have taken to fix them. At the bottom of the report is a detailed description of each type of issue and a Print button.
Figure 6-9: Core Assess and Repair Report Step 11.
Click the Close button (found at the bottom of the report).
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Activity 6-3: Reverting a Fix Before permanently applying security fixes on a device or ending your security assessment session, you can revert, or undo, the fixes you apply (in most cases). In order to complete this activity, you must be continuing from the previous activity, where a fix was temporarily applied and the session is still open. Step 1.
If necessary, close the Consolidated Report and choose a device on which you just applied a fix.
Step 2.
Click the View link for the device.
Step 3.
Click the Fix and Revert tab.
Step 4.
Locate the issue to revert and click the Revert check box .
Step 5.
Click the Apply button. When the fix is reverted, you may return to the Audit Summary tab to view the charts to see that your fix is reverted. Or, change to the View Configuration tab. The original and current configurations should match, showing that you reversed the changes.
Step 6.
Click the Yes button to confirm.
Step 7.
Click Back button to return to the list of potential issues.
Step 8.
Either view and print the consolidated report, or click the Terminate Session button to end the security analysis. Note
Step 9.
After terminating the session, you will not be able to revert your fixes.
When asked if you want to terminate the session message, click the Yes button.
Activity 6-4: Scheduling Active and Passive Monitoring You can run active and passive monitoring on the network’s core devices on a one time basis or regularly. Step 1.
From the navigation pane, choose Customer > Administration > Services to open the Dashboard.
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Figure 6-10: Services Control Window Step 2.
Click Schedule… button to the right of Core Monitor.
Figure 6-11: Core Monitor Services Schedule Step 3.
Click the Active Monitoring radio button.
Step 4.
Select Periodic from the Schedule Type drop down list.
Step 5.
Select 30 minutes from the Interval Minutes drop down list.
Step 6.
Select a Start Date of today after clicking the calendar icon.
Step 7.
Select an End Date of today after clicking the calendar icon.
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Step 8.
Set your Start Time for 5 minutes after the current time at the top of the window.
Step 9.
Click On for both radio buttons in the Passive Monitoring pane.
Step 10.
Click Next > button to continue.
Figure 6-12: Core Configuring Devices Step 11.
Click the check box above Active
Step 12.
Click the check box above Passive
Step 13.
Click the check box for Write to Startup Config
Step 14.
Click Next > button to continue.
Figure 6-13: Core Monitor Status Display
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Figure 6-14: Core Monitor Services Scheduled Message Step 15.
Click Close button.
Figure 6-15: Services Core Monitoring Scheduled Notice that Core Monitoring has been scheduled
Activity 6-5: Scheduling Disaster Recovery Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services.
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Figure 6-16: Services Window Step 2.
Click the Schedule… button next to Disaster Recovery.
Figure 6-17: Disaster Recovery – Service Schedule Step 3.
Select Periodic from the Schedule Type drop down list.
Step 4.
Select an Interval in hours and minutes
Step 5.
Select a Start Date using the calendar icon.
Step 6.
Enter a time for at least 5 minutes after the Current Time displayed at the top of the window.
Step 7.
Select an End Date using the calendar icon.
Step 8.
Leave the End Time as the default.
Step 9.
Click the Next > button.
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Figure 6-18: Disaster Recovery – Select Devices Step 10.
Check the check box for all the devices you want to back up.
Step 11.
Click the Next > button.
Figure 6-19: Disaster Recovery – Status Message Step 12.
Click the Close button to continue. When complete the Service Control window displays.
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Figure 6-20: Services Window Step 13.
Notice that in the Status column the Disaster Recovery is Scheduled.
Activity 6-6: Viewing the Core Dashboard There are five tabs on the Core Dashboard. You can view a summary of the latest Core Analysis, review the active and passive monitoring, remote access, and disaster recovery activity on a customer’s Core Dashboard. From the Core Dashboard, you can also open a copy of the latest Consolidated Report. Step 1.
From the navigation pane, choose Customer > CISCO_TRAININGxx > Core to open the Dashboard.
Step 2.
Click on the Core Assess and Repair tab, which shows the results of the latest Core analysis.
Figure 6-21: Core Analysis Dashboard Step 3.
Click any Details link to open and print a copy of the Consolidated Report.
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Step 4.
Click the Close button at the bottom of the report.
Step 5.
Click on the Active Monitor tab to view the latest active monitoring activity.
Figure 6-22: Core Dashboard – Active Monitor Step 6.
Click on the Passive Monitor tab to view the latest passive monitoring activity.
Figure 6-23: Core Dashboard – Passive Monitor Step 7.
Click on the Remote Access Log tab to view the latest remote access activity.
Figure 6-24: Core Dashboard – Remote Access Step 8.
Click on the Disaster Recovery tab to view the latest disaster recovery activity.
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Figure 6-25: Core Dashboard – Disaster Recovery Note
If blank, you may want to come back to this tab later after the Disaster Recovery has run.
Note
You may export the details of the Disaster Recovery backup by clicking on the Export button at the bottom ot the screen. You may choose .doc, .pdf, or .xls file fomats.
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HANDS-ON PRACTICE 7: Running Security Services The Security Assess and Repair Service scans supported devices and compares the first scan backup configuration file with the current backup configuration file to identify vulnerabilities and changes that might indicate a virus or corruption. Many issues can be fixed remotely by using Smart Care Service. In this hands-on activity, you will run the Security Assess and Repair Service, identify potential issues, apply a fix, and revert a fix (undo it). To do this, you must have completed the following prerequisite steps:
Assigned a Smart Care Network Client or Appliance to a customer site in Smart Care. Completed Discovery and Inventory for the network. The network must have devices that include potential security vulnerabilities.
Estimated time to complete the activities: 30 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Run the Security Assess & Repair Service and view a consolidated report
•
Identify an error and apply a fix
•
Revert a fix by returning to a previous configuration
•
Setup scheduled Security monitoring
Activity 7-1: Running Security Assess and Repair Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services. The Services window for the selected customer displays. In the example below, notice that the Discovery and Inventory Services have been run.
Figure 7-1: Current Services Window for a Selected Customer
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Step 2.
Click the Run Now… button to the right of Security Assess and Repair to run the Security Assess and Repair service. A list of supported devices in the current inventory displays.
Figure 7-2: Supported Devices Step 3.
Click the check box for all the devices.
Step 4.
For 192.168.0.237 (Cisco 2821), select Yes from the drop down list under Border Router
Step 5.
Click the Next > button to continue.
Figure 7-3: Security Assess and Repair – Border Router Details
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Step 6.
Select GigabitEthernet0/1.1 from the drop down list, and then click the + button to add it to the list. Note
Step 7.
You may select up to 3 interface types for any border router.
Click the Next > button to continue.
Figure 7-4: Notification of Operation Duration Step 8.
Smart Care will estimate how long it will take to perform the assess and repair. Click the OK button to continue.
Figure 7-5: Security Assess and Repair Status
Be patient while the service is running. You will see stats display as the processing progressed.)
When the service has run successfully, a report shows a list of potential vulnerabilities on each scanned device.
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Figure 7-6: Report Window
Activity 7-2: Applying a Fix After identifying potential security vulnerabilities, you can choose a device and view the audit summary, which shows more details about each issue. You can also apply fixes (or revert them) to repair potential threats. After applying changes to the network, you will want to view and print the consolidated report for this security assessment session. This report displays a before-and-after view of every device showing all potential threats, any fixes that you have applied or plan to apply, and a description of each vulnerability and why it matters to the customer to have them repaired. Step 1.
Identify a device with vulnerabilities that has both Audit and Fix listed in the Support column.
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Figure 7-7: Report Window Step 2.
Click the View/Fix link in the Details column for the selected device. The Choose Fix Type window displays.
Figure 7-8: Choose Fix Type Window You can choose to fix all vulnerabilities on the device without reviewing them, or you can leave the check box unchecked and click the OK button to open the Audit Summary and view each issue before applying fixes. Step 3.
Leave the fix vulnerabilities on device Check box unchecked and click the OK button to continue. An Audit Summary displays. It shows a summary of the issues found on the device.
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Figure 7-9: Audit Summary for the Security Assess and Repair Service Step 4.
Click the Fix & Revert tab. The Fix & Revert tab shows further details about vulnerability on the device. If an issue can be repaired, the Fix check box will be present.
Figure 7-10: Fix & Revert Tab for a Selected Device
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Note
Step 5.
Notice that each vulnerability has a Source listed (either NSA or Cisco). This is indicating which sources criteria were used to evaluate this vulnerability. You will only be able to automatically fix the vulnerabilities with the source of Cisco.
Click the Fix check box for any issues you want to fix. If there is a paper icon in the input column, you need to click it to add additional information about the device. For purposes of this lab, click the Fix check box for those items without the paper icon.
Step 6.
Click the Apply button.
Step 7.
This may take 2–5 minutes to complete. A status window displays while the service runs.
After the fix is complete, click the View Configuration tab. The View Configuration tab shows the original configuration and the new configuration side-by-side. Changes to the configuration are color coded.
Figure 7-11: View Configuration Tab After applying fixes, you can view and print a report, you can revert (undo) the fix, or you can permanently apply the fix to the device. If you want to review changes with the customer before making them permanent, then print a report and do not apply the fix on the device. You can always come back and apply the fix permanently at a later time. Step 8.
To view the Consolidated Report, click the Back button.
Step 9.
Click the Consolidated Report button. The consolidated report displays the before-and-after state for each device, including any security issues, plus any action you have taken to fix them. At the bottom of the report is a detailed description of each type of issue and a Print button. The following figures show samples of the consolidated report for security assessment and vulnerability.
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Figure 7-12: Consolidated Report for Security Assessment
Figure 7-13: Consolidated Report – Vulnerability Check List Step 10.
Click the Close button (found at the bottom of the report).
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Activity 7-3: Reverting a Fix Before permanently applying security fixes on a device or ending your security assessment session, you can revert, or undo, the fixes you apply (in most cases). In order to complete this activity, you must be continuing from the previous activity, where a fix was temporarily applied and the session is still open. Step 1.
If necessary, close the Consolidated Report and choose a device on which you just applied a fix.
Step 2.
Click the View link for the device.
Step 3.
Click the Fix and Revert tab.
Step 4.
Locate the issue to revert and click the Revert check box .
Step 5.
Click the Apply button. When the fix is reverted, you may return to the Audit Summary tab to view the charts to see that your fix is reverted. Or, change to the View Configuration tab. The original and current configurations should match, showing that you reversed the changes.
Step 6.
Click Back button to return to the list of potential issues.
Step 7.
Either view and print the consolidated report, or click the Terminate Session button to end the security analysis. Note
Step 8.
After terminating the session, you will not be able to revert your fixes.
When asked if you want to terminate the session message, click the Yes button.
Activity 7-4: Scheduling Security Passive Monitoring You may set up automatic monitoring of your security. Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services.
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Figure 7-14: Services Window Step 2.
Click the Schedule… button next to Security Monitor..
Figure 7-15: Security Monitoring Services Window Step 3. Step 4.
Select the ON radio button for Global Status and Current Status (Security) The first time you schedule this service you are given the Apply button to move to the next step. Go to Step 8. If you schedule this service again you will be given the Next > button to continue. Go to next step.
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Figure 7-16: Security Configuring Devices Window Step 5.
Ensure the check box for Passive is checked.
Step 6.
Click the check box for Write to Startup Config.
Step 7.
Click the Next > button to move to the next step.
Figure 7-17: Security Passive Monitor Status Bar
This may take a few minutes complete. A status window displays while the service runs.
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Figure 7-18: Security Passive Monitor Successful Message Step 8.
Click the Close button to continue.
Figure 7-19: Services Window Notice that your security monitor setting has a date and time appearing in the Last Run column.
Activity 7-5: Viewing the Security Dashboard You can view a summary of the latest security analysis on a customer’s Security Dashboard. From the Security Dashboard, you can open a copy of the latest Consolidated Report.
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Step 1.
From the Smart Care Control Panel navigation pane, choose Customer > CISCO_TRAININGxx > Security. The Security Analysis tab of the Security Dashboard shows the results of the latest security analysis.
Figure 7-20: Security Analysis Dashboard Step 2.
Click any Details link to open and print a copy of the Consolidated Report.
Figure 7-21: Security Analysis Dashboard Step 3.
Click the Close button at the bottom of the report.
Step 4.
Click the Passive Monitor tab.
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Figure 7-22: Security Passive Monitor Step 5.
Click any View link to open and details for the last 24 hours or 30 days.
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HANDS-ON PRACTICE 8: Running Intrusion Protection System (IPS) Signature Update Service The IPS Signature Update Service is used to determine if supported devices on a network meet signature file compliance standards and reports any vulnerabilities detected. In this hands-on activity, you will run the IPS Signature Update Service.. To do this, you must have completed the following prerequisite steps:
Assigned a Smart Care Network Client or Appliance to a customer site in Smart Care Completed Discovery and Inventory for the network The network must have IPS eligible devices (both IOS and sensor-based) that include potential signature file vulnerabilities
Estimated time to complete the activities: 30 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Run the IPS Signature Update Service
•
Identify IPS signature file vulnerabilities
•
View a consolidated report
Activity 8-1: Running IPS Signature Update Service Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services. The Services window for the selected customer displays. Notice what services have been completed.
Figure 8-1: Services Window for a Selected Customer Step 2.
Click the Run Now… button to the right of IPS Signature Update. A list of supported IPS devices from the inventory displays.
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Figure 8-2: List of Supported IPS Devices The first time you choose Run Now, the IPS Service Wizard opens, and you are required to enter your CCO Username and CCO Password. Once entered, Smart Care retains this information. Step 3.
Enter the partner username and password assigned to you in the User Access Information box when you logged in to GOLDLabs.
Step 4.
Click the check box to select all devices.
Step 5.
Click the active Add button to the right of any sensor-based devices.
Figure 8-3: Sensor Credentials
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Step 6.
When the Sensor Credentials window displays, enter your assigned User Name and Password, and click the Ok button.
Step 7.
Click the Next > button. This may take a few minutes to process. A status window displays while the service runs
Figure 8-4: IPS Signature Update – Status Bar (Devices In Progress) The Assessment Scan Summary displays.
Figure 8-5: IPS Assessment Scan Summary The Audit Summary column shows assessment results for each device. If vulnerabilities are identified on a device, the View/Fix button under the Details column becomes active. For devices that do not offer fix functionality, indicated under the Support column, other valuable details are provided.
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Step 8.
Click any active View/Fix button to display a device-specific Vulnerabilities List.
Figure 8-6: IPS Device-Specific Vulnerabilities List Step 9.
The Vulnerabilities List displays the Severity level, a description of the specific Vulnerability, and any other relevant information.
Step 10.
To return to the Assessment Scan Summary, click the Back to summary button.
Figure 8-7: IPS Assessment Scan Summary Step 11.
To review and print results for all IPS devices scanned, click the Consolidated Report button.
Step 12.
To complete the service, click the Terminate Session button.
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HANDS-ON PRACTICE 9: Running Voice Assessment The Voice Assessment is used to determine if a network is optimized to carry voice traffic. This data is specific to health and stability such as CPU, memory, device buffers, and interface bandwidth utilization. In this hands-on activity, you will run the Voice Assessment. You will also go through the steps to perform VoIP Services to gather data on networks that already include Cisco Unified Communications products. To do this, you must have completed the following prerequisite steps:
Assigned a Smart Care Network Client or Appliance to a customer site in Smart Care. Completed Discovery and Inventory for the network. The network must include supported voice technologies.
Estimated time to complete the activities: 30 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Perform the Voice WAN/LAN Assessment
•
Download latest Reflector Software
•
Set up the Reflector
•
Schedule Voice Quality Monitor
•
View the Voice Dashboard
Activity 9-1: Running Voice Assessment Step 13.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services. The Services window for the selected customer displays. Notice what services have been completed.
Figure 9-1: Services Window for a Selected Customer Step 14.
Click the Run Now… button to the right of Voice Assessment. A list of supported devices from the inventory displays.
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Figure 9-2: List of Supported Devices Step 15.
Click the check box to select all devices.
Step 16.
Click the Next > button. This may take a few minutes to process. A status window displays while the service runs.
Figure 9-3: Voice Assessment – Status Bar
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Figure 9-4: Scan Results Window Step 17.
Click the Terminate Session button to complete the process,
Step 18.
Click the Close button.
Activity 9-2: Downloading the Reflector Software Step 1.
From the navigation pane, click on Support.
Figure 9-5: Smart Care Support Download Window Step 2.
Scroll to the bottom of the window to the Download heading.
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Step 3.
Click the Download the Latest Voice Quality Monitor Reflector software now link. The Connect to upload.cisco.com window displays.
Figure 9-6: Connect to upload cisco.com Window Step 4.
Normally you would enter your CCO Username and Password. For lab purposes, accept the defaults by clicking the OK button.
* * Stop * * Do not use any login information other that the Partner login supplied with the Lab! This will cause the Lab to cease to function as expected.
Figure 9-7: File Exchange Window Step 5.
Click on the most recent version of the reflector software to download. The End User License Agreement displays.
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Figure 9-8: End User License Agreement Step 6.
Scroll down to review the agreement.
Figure 9-9: End User License Agreement Step 7.
Click Accept. The File Download window displays.
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Figure 9-10: File Download Message Window Step 8.
Click the Save button to continue.
Figure 9-11: File Download Message Window Step 9.
Click the Next > button to continue.
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Figure 9-12: File Download Select a Destination Step 10.
Click the Next > button to continue.
Figure 9-13: Extraction Complete Step 11.
Click the Finish button.
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Figure 9-14: Start Installation Step 12.
Double-click on setup.exe to start installation.
Figure 9-14: Start Installation - Run Step 13.
Click the Run button.
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Figure 9-15: Smart Care Reflector Install Shield Wizard Step 14.
Click the Next > button to save to the desktop.
Figure 9-16: Smart Care Reflector Install Shield Wizard – License Agreement Step 15.
Click the ‘I accept the terms of the License agreement’ radio button.
Step 16.
Click the Next > button.
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Figure 9-17: Smart Care Reflector Install Shield Wizard – Customer Information Step 17.
Accept the defaults for User Name and Company Name.
Step 18.
Click the ‘Anyone who uses this computer (all Users)’ radio button.
Step 19.
Click the Next > button to continue.
Figure 9-18: Smart Care Reflector Install Shield Wizard – Destination Location
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Step 20.
Click the Next > button to save to the desktop.
Figure 9-19: Smart Care Reflector Install –Create the Directory Step 21.
Click the Yes > button.
Figure 9-20: Smart Care Reflector Install Shield Wizard – Reflector Details Step 22.
Select the Interface from the drop down list that will display 192.168.1.21 in the IP Address field.
Step 23.
Select the Port.
Step 24.
Click the Next > button to continue.
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Figure 9-21: Smart Care Reflector Install Shield Wizard – Copying Files Step 25.
Click the Next > button to continue.
Figure 9-22: Smart Care Reflector Install Shield Wizard – Finish Step 26.
Click the Finish button to complete the install.
Step 27.
Click X to close the window.
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Activity 9-3: Setting Up the Reflector
Figure 9-23: Customer Administration Screenshot Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Reflector Management.
Figure 9-24: Customer Reflector Management Window Step 2.
Click the Add Reflector button.
Figure 9-25: Add and Register Reflectors
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Step 3.
Enter a unique name in the Identifier field.
Step 4.
Enter the IP address of the device you will be using for the reflector.
Step 5.
Enter a Listen Port.
Step 6.
Enter Voice Call Ports.
Step 7.
Click the Register button. A Status window displays while processing.
* * Stop * * DO NOT click the Register button.
Figure 9-26: Add and Register Reflectors Status Bar
Figure 9-27: View Reflector Window Step 8.
Click the Close button.
Activity 9-4: Running Voice Quality Monitor Now that you have the Reflector setup, you can run Voice Quality Monitor.
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Figure 9-28: Customer Administration Screenshot Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Services.
Step 2.
Click on the Run Now… button next to Voice Quality Monitor.
Figure 9-29: Voice Quality Monitoring – Step 1 of 3 Step 3.
Select the Reflector in the Reflector Identifier field.
Step 4.
Select the appropriate Codec from the drop down list in the Codec field. Note
G.711 is low compression used for a campus environment over high speed LAN. An Example would be our IP phones use G.711
Note
G.729 is a higher level of compression over WAN or long distance.
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Step 5.
Enter a Duration of 60 seconds.
Step 6.
Click on the Next > button next to Voice Quality Monitor.
Figure 9-30: Voice Quality Monitoring – Injecting Traffic Message Step 7.
Click the OK button to continue.
Figure 9-31: Voice Quality Monitoring – Step 2 of 3
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Figure 9-32: Voice Quality Monitoring – Step 3 of 3 Step 8.
Click the Close button to continue.
Figure 9-33: Services - Voice Quality Monitoring Completed Note
Notice the Voice Quality Monitor has been run.
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Activity 9-5: Scheduling Application Monitor
Figure 9-34: Services - Voice Quality Monitoring Completed Step 1.
Click the Schedule… button next to the Voice Applications Monitor .
Figure 9-35: Voice Application Monitoring – Step 1 of 4 Step 2.
Select the On radio button for Current Status in the Active Monitoring pane.
Step 3.
Select Periodic from the Schedule Type drop down List.
Step 4.
Select an Interval of 10 minutes from the Minutes drop down list.
Step 5.
Select a Start Date and End Date using the calendar icons.
Step 6.
Enter a Start Time at least 5 minutes in advance of the time listed in the Current Time/Date at the top of the Active Monitoring pane.
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Step 7.
Select the On radio button for both Global Stat and Current Status (Voice) in the Passive Monitoring pane.
Step 8.
Click the Next > button to continue.
Figure 9-36: Voice Application Monitoring – Step 2 of 4 Step 9.
Click the check box for Active Monitoring.
Step 10.
Click the check box for Passive Monitoring.
Step 11.
Click the check box for ‘Write to Startup Config’
Step 12.
Click the Next > button to continue.
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Figure 9-37: Voice Application Monitoring – Step 3 of 4
Figure 9-38: Voice Application Monitoring – Step 4 of 4 Step 13.
Click the Close button.
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Figure 9-39: Services - Voice Application Monitoring Scheduled Note
Notice that the Application Service has been scheduled.
Activity 9-6: Viewing the Voice Dashboard Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx > Administration > Voice to view the Voice Dashboard.
Figure 9-30: Voice Dashboard - Status Step 2.
Click the Device Assessment tabs to see the results of the Voice LAN/WAN Analysis.
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Figure 9-41: Voice Device Assessment Dashboard Step 3.
Click the Call Assessment tabs to see the results. Note
Note: You may export Call Assessment details by clicking on the Export button at the bottom ot the screen. You may choose .doc, .pdf, or .xls file fomats
Figure 9-42: Voice Call Assessment Dashboard Step 4.
Click the Passive Monitor tabs to see the results.
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Figure 9-43: Voice Passive Monitor Dashboard Step 5.
Click the Quality Monitor tabs to see the results.
Figure 9-44: Voice Quality Monitor Dashboard
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HANDS-ON PRACTICE 10: Alerts & Notifications Smart Care will create Alerts and Notifications for you to view on the dashboard. With Release 1.1 you are now able to configure the alerts and notifications to send you emails about specific types of alerts and what you want included in them
Estimated time to complete the activity: 5 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Set personal preferences for Alerts and Notifications
•
Viewing Alerts and Notifications
Activity 10-1: Setting Personal Preferences Step 1.
From the Smart Care Control Panel navigation pane, choose Personal Profile > Personal Email Notification Preferences. The Alerts & Notifications page displays.
Figure 10-1: Smart Care Dashboard – Personal Profile Step 2.
Click on Personal Email Notification Preferences.
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Figure 10-2: Personal Profile – Personal Email Notification Preferences Step 3.
Click the Subscribe check box to select the message types and technology alerts that you want to receive emails about.
Figure 10-3: Personal Profile – Alert Notification Preferences 2 Step 4.
Enter the e-mail Address you want the email send to.
Step 5.
Select the Frequency of notifications desired.
Step 6.
Click the
Step 7.
Click on Case Open Notification Preferences.
Save
button to continue.
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Figure 10-4: Personal Profile – Case Open Notification Preferences You use this window to setup email preferences if the partner has their own case management system. Note
The email alerts contain Device Type for easy identification and IP address minus the first two octets for security.
Figure 10-5: Device Info in email alerts
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Activity 10-2: Viewing Alerts and Notifications Step 1.
From the Smart Care Control Panel navigation pane, choose CISCO LABOPS CUSTOMER-15xx > Alerts & Notifications > Proactive Notifications. The Alerts & Notifications page displays.
Figure 10-5: Proactive Notifications Dashboard This window shows specific information about each of the critical, important, or informational notifications. In this case, the important issue is a security notice. Step 2.
Click on one of the IP address links to display specific information about the device. Note
Note: you can select one of the 3 Alert Status Actions from the drop down list: ‘Open’ , ‘Ignore’, or ‘Resolve’. The status can be seen from the Proactive Notifications Dashboard. (Figure 10-5).
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Figure 10-6: Proactive Notifications per device This window shows specific information about each of the critical, important, or informational notifications. In this case, the important issue is a security notice. In addition to the standard Smart Care PSIRTS, you will see IntelliShield PSIRTs. Step 3.
If you click on the Security Notice alert a message similar to the figure below displays explaining the alert.
Figure 10-7: Advisory Window
Step 4.
If you click on IntelliShield alert – you will be linked to the IntelliShield site for detailed information.
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Figure 10-8: IntelliShield Advisory Window
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HANDS-ON PRACTICE 11: Adding Partner Users to Your Smart Care Account You can create additional partner users to manage your Smart Care Service. Each person who uses the Smart Care system must have their own user account. One user at your company must have administrative rights. Other users will typically have user rights. To do this, you must have completed the following prerequisite steps:
You must have Administrator access in Smart Care.
Estimated time to complete the activity: 5 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Add partner users
•
Assign administrative rights to partner users
Activity 11-1: Adding Partner Users Step 1.
From the Smart Care Control Panel, navigate to Administration > Users. The Users window appears with a list of current users.
Figure 11-1: Add User Window Step 2.
Click the Add button. The Add User window appears.
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Figure 11-2: Add User Window Step 3.
Enter the Cisco.com User ID for a partner user you want to add, and then click the Search button. Note
The User ID for this lab is scpartnerx. (x being your lab pod number).
You will need the CCO login (but not the password) for the user you are adding. The Add Partner User window appears. Note
If the Add Partner User window does not appear, go to the User window, choose the new user, and then click Edit to modify the user information, including their Access Type.
Figure 11-3: Add Partner User Window
Most of the information for a new user should be entered automatically based on their CCO profile. Step 4.
If necessary, enter any missing information in the required fields.
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Step 5.
In the Access Type field, choose the access capabilities for the user from the drop-down menu. Valid values are: Administrator (full privileges), User (limited abilities—user does not see the Administration link). You must have at least one Administrator.
Step 6.
When you have completed the Add Partner User window, click the Add button. Note
To edit a partner user after they have been added, choose them on the Users window, click the Edit button, and then make any necessary changes.
Note
To delete a partner user, go to the Users window, choose the user, and click the Delete button.
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HANDS-ON PRACTICE 12: Branding Your Site You can brand the Smart Care Service browser with your company logo. When you do, the logo will display on your customer’s Smart Care Customer Dashboard. In this activity, you will brand the Smart Care Service browser with your company logo. To do this, you must have completed the following prerequisite steps:
You must have a logo graphic saved as an 86 x 59 pixel GIF image on the desktop.
Estimated time to complete the activity: 5 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Add a partner logo to the Control Panel
Activity 12-1: Adding a Partner Logo to the Control Panel Step 1.
Choose Administration > Profile Configuration. The Profile Configuration window displays. This allows you to provide contact information for your company and to specify how you want to brand your customers’ Smart Care Customer Dashboard.
Figure 12-1: Profile Configuration Window Step 2.
In the Select Logo field, click the Browse … button. The Choose File window displays.
Step 3.
Browse and click Goldlogo_86x59.gif.
Step 4.
Click the Open button. The file you chose displays in the Select Logo field.
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Figure 12-2: Partner Profile Window Step 5.
Click the Upload button. Your logo should now display in the Partner Branding section of the Profile Configuration window.
Figure 12-3: Partner Profile with GIF Step 6.
Click the Preview button. A preview windows opens to show what your customers will see when they open their Smart Care Customer Dashboard. The logo is displayed to the right of the header.
Figure 12-4: Previewing Branding
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Step 7.
Close the window.
Figure 12-5: Profile Configuration Step 8.
Click on the check box for the Co-Brand with Provided Logo.
Step 9.
Click the Save button.
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HANDS-ON PRACTICE 13: Adding Customer Users to your Smart Care Portal You can create additional customer users to manage the Smart Care Service. Each person who uses the Smart Care system must have their own user account. At least one user must have administrative rights. Other users will typically have user rights. To do this, you must have completed the following prerequisite steps:
You must have Administrator access in Smart Care.
Estimated time to complete the activity: 10 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Add customer users
•
Assign administrative rights to customer users
Activity 13-1: Adding Customer Users Step 1.
Choose Administration > Customer Management.
The Customer Management window displays.
Figure 13-1: Customer Management Window Step 2.
Click the radio button to select the CISCO_TRAININGxx >.
Step 2.
Click the Edit button. The Customer Management – Edit Customer window displays.
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Figure 13-2: Customer Management – Edit Customer Window Step 3.
Enter the user’s CCO ID (Sctraining_custxx) that you want to add. Note
Step 4.
Click the Submit button. Note
Step 5.
This customer is the Partner information supplied on the LabOps Overview window under Smart Care User Access Information.
To delete a customer user, choose the user, and then click the Delete button.
Go to Customer > CISCO_TRAININGxx > Administration > Users to verify that the person has been entered.
Figure 13-3: Company Users List Note
To edit a customer user after they have been added, choose them from the Company Users List in the Users window, click Modify, and then make any necessary changes.
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HANDS-ON PRACTICE 14: Ordering Assessment Services In this lab you will learn how to order Assessment Services for a specific customer. Estimated time to complete the activity: 10 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Order Assessment Service contract for a customer.
Activity 14-1: Ordering Assessment Services Ordering Assessment services assumes that the customer has already been entered into the Smart Care. Step 1.
Choose Administration > Order Assessment Services.
Figure 14-1: Order Assessment Services Step 2.
Click on the Customer name in the Customer field.
Step 3.
Click on the
>
button next to the appropriate Assessment Service Level to move the customer
name. Note
Assessment Services Level 1 provides Core and Security Assess and Repair services.
Note
Assessment Services Level 2 provides Core, Security, and Voice services.
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Figure 14-2: Order Assessment Services Step 4.
Click the Continue button to continue the process.
Figure 14-3: Order Assessment Services – Request Quote Select the Device Weightage from the drop down list. The Pricing will automatically adjust. Note Step 5.
Once the contact has been ordered the device weightage can not be changed.
We will not be doing this step, but normally you would click the Request for Quote button to continue.
* * Stop * * We will not be generating a quote in this lab. DO NOT CLICK the Request for Quote button.
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HANDS-ON PRACTICE 15: Creating a Backup CSV file In this lab, you will create a blank csv file to be used to capture the customer’s inventory device credentials. Estimated time to complete the activity: 2 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Create a blank csv file
Activity 15-1: Creating a Backup CSV File of the Customers Inventory You can download and save the Device Details template (.csv) which can be used as backup and also to input Device Details in Inventory service. Step 1.
From the Smart Care Control Panel navigation pane, choose Support.
Figure 15-1: Support Window Step 2.
Click Device Details Template (.csv).
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Figure 15-2: File Download Dialogue Box Step 3.
Click the Save Button.
Step 4.
For purposes of the Training Lab, please enter DDT-Training for the file name.
Step 5.
For purposes of the Training Lab, allow the file to be saved to the desktop.
Step 6.
Click the Save Button.
Figure 15-3: Download Complete Dialogue Box Step 7.
Click the Close Button.
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HANDS-ON PRACTICE 16: Device Support Matrix In this module you will speak to a few other features that might be of interest to the customer.
Device Support Matrix – check out what devices are currently supported under Smart Care Service
Estimated time to complete the activity: 2 minutes
Activity 16-1: Device Support Matrix Step 1.
From the Smart Care Control Panel navigation pane, choose Support > Device Support Matrix. The Device Support Matrix page displays ….
Figure 16-1: Device Support Matrix Window This matrix shows all the Cisco devices supported under Smart Care Service and where it will appear when you run the three different services (core, security and voice).
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HANDS-ON PRACTICE 17: Network Diagnostics In this module you will find the Network diagnostics tools.
ICMP SNMP Traceroute
Estimated time to complete the activity: 2 minutes
Activity 17-1: ICMP Step 1.
From the Smart Care Control Panel navigation pane, choose CustomerXX>Administration > Network Diagnostics. The Network Diagnostics page displays ….
Figure 17-1: Network Diagnostics Window Step 2.
Click the check box for ICMP and enter a device IP Address: 192.168.0.1.
Step 3.
Click the Run button.
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Figure 17-2: ICMP Diagnostics Results Note
You may export the results of the Network Diagnostics to an .xls file by clicking on the Export Report button at the bottom of the screen.
Note
To run SNMP you will need the object ID, not provided in this activity.
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HANDS-ON PRACTICE 18: Lab Clean Up In this lab you will perform some cleanup activities, including deleting a customer, unassigning a client, and unregistering. Estimated time to complete the activity: 10 minutes
Learning Objective After completing this hands-on activity, you will be able to: •
Delete a customer.
•
Unassign a Client from the customer.
•
Unregister a Client.
•
Properly log out of the lab.
Activity 18-1: Deleting a Customer The following procedure shows you how to delete a customer. Step 1.
From the navigation pane, choose Administration > Customer Management. The Customer Management window displays.
Figure 18-1: List of Customers Step 2.
Click the radio button next to the customer that you created in exercise 2-1. Note
Do not attempt to delete the Cisco Trainingxx customer.
Step 3.
Click the Delete button.
Step 4.
When prompted, click OK to confirm the deletion. The customer is removed from the list. Confirmation window displays “Successfully deleted the customer”
Step 5.
Click the Close button.
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Activity 18-2: Exiting the Lab Please complete these steps to clean up and log out of the lab.
Figure 18-2: Cisco Smart Care Dashboard Step 1.
Click Logout on the Smart Care Dashboard.
Step 2.
Click Yes at the logout prompt.
Figure 18-3: Cisco Smart Care Window Step 3.
Click
to close the window.
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Figure 18-4: Terminal Services Window Step 4.
Click
to close the Terminal Services window.
Figure 18-5: Terminal Services Windows Step 5.
Click
to close the Lab Topology windows.
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. Figure 18-6: Lab Status Step 6.
Click the End Session button.
Figure 18-7: End Lab Confirmation Message Step 7.
Click the OK button.
Figure 18-8: End Lab Confirmation Message Step 8.
Click the Yes button.
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Figure 18-9: End Lab Confirmation Message Step 9.
Take a few minutes to fill out the survey and let us know about your experience using the Labs. Thank you.
Figure 18-10: GOLDLabs Header Step 10.
Click the
button.
Figure 18-11: GOLDLabs Logout Confirmation Message Step 11.
Click the
button.
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Congratulations! We hope your lab experience was beneficial and that you were able to reinforce your knowledge of Cisco Smart Care Services.
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