Cisco Smart Care Service Demo Lab Activities...Cisco Smart Care Service - Demo Lab Activities Guide Getting Started with the Hands-on Lab Activities This collection of hands-on lab

Cisco Smart Care Service

Demo Lab Activities

Cisco Smart Care Service Version: 1.4.2

Last Updated: 19-February-2010

© 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2 of 88

Cisco Smart Care Service - Demo Lab Activities Guide

Table of Contents Lab Overview...................................................................................................................... 4

GOLD—Global Online Lab Delivery ................................................................................ 4

There Are Two Smart Care Labs Available ................................................................... 4

Training ........................................................................................................................... 4

Demonstration ................................................................................................................. 4

Getting Started with the Hands-on Lab Activities .............................................................. 5

What You Will Need ...................................................................................................... 5

Logging into a Lab Session................................................................................................. 6

Learning Objective.......................................................................................................... 6

Activity 0-1: Running the Demo Lab or Scheduling a Demo Lab Session .................... 6

Activity 0-2: Logging into the Smart Care Dashboard ............................................... 13

HANDS-ON PRACTICE 1: ............................................................................................. 18

Running the Discovery and Inventory Services................................................................ 18

Learning Objective........................................................................................................ 18

Activity 1-1: Connecting to a Customer Network and Running the Discovery Service

....................................................................................................................................... 18

Activity 1-2: Creating and Viewing the Inventory for a Customer .............................. 27

Activity 1-3: Manually Adding a Hardware Device, Software Component, or Phone 35


Running Core Services ..................................................................................................... 37


Activity 2-1: Running Core Service ........................................................................... 37

Activity 2-2: Applying a Fix ........................................................................................ 39

Activity 2-3: Reverting a Fix ...................................................................................... 43

Activity 2-4: Scheduling Active and Passive Monitoring .......................................... 44

Activity 2-5: Scheduling Disaster Recovery............................................................... 47

Activity 2-6: Viewing the Core Dashboard ................................................................ 50


Running Security Services ................................................................................................ 53


Activity 3-1: Running Security Assess and Repair..................................................... 53

Activity 3-2: Scheduling Security Passive Monitoring .............................................. 57

Activity 3-3: Viewing the Security Dashboard ........................................................... 60


Running Intrusion Protection System (IPS) Signature Update Service ............................ 62


Activity 4-1: Running IPS Signature Update Service ................................................ 62


Running Voice Assessment .............................................................................................. 66


Activity 5-1: Running Voice Assessment ................................................................... 66

Activity 5-2: Running Voice Quality Monitor............................................................ 68

Activity 5-3: Scheduling Application Monitor ........................................................... 71

Activity 5-4: Viewing the Voice Dashboard .............................................................. 74




Alerts & Notifications ....................................................................................................... 77


Activity 6-1: Setting Personal Preferences .................................................................. 77

Activity 6-2: .................................................................................................................. 79

Alerts and Notifications ................................................................................................ 79


Adding Partner Users to Your Smart Care Account ......................................................... 81


Activity 7-1: Adding Partner Users ............................................................................ 81


Device Support Matrix ...................................................................................................... 84


Activity 8-1: Device Support Matrix .......................................................................... 84


Lab Clean Up and Exit ...................................................................................................... 85



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 has the Smart Care client installed, and all services run, saving you time and allowing you to

demonstrate the Smart Care Services 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.



Getting Started with the Hands-on Lab Activities

This collection of hands-on lab activities is designed to provide step-by-step instructions on the common Cisco

Smart Care Service tasks that you will perform.

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 the Partner Education Connection (PEC) using your CCO ID.

If you do not have a CCO ID – you can apply for one by going to www.cisco.com and registering.



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 Demo Lab or Scheduling a Demo Lab Session

Please perform the following tasks to complete the exercise.

Step 1. Use this URL to go to the Demo Lab Activities Launch Page on PEC:

http://cisco.partnerelearning.com/pec/Direct.asp?URL=2020131519365.1391 .

Figure 0-1: PEC Demo Lab Launch 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.

Step 4. Click OK in the popup Registration warning window.

Step 5. Click on the Launch link on the Smart Care offering launch page



Figure 0-2: 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:

� Run a lab now: Follow steps 3–8. � Schedule a lab session in the future: Follow steps 9–22.

Step 6. Click the Check Availability button next to Cisco Smart Care Demo.

Figure 0-3: GOLDLabs Check Equipment Availability Window

Step 7. Click the NEXT button at the bottom of the window to confirm the start of the lab.



Figure 0-4: GOLDLabs Check Equipment Availability Window

Step 8. Click the RUN NOW button.

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.

Note While you are waiting, look for a window under the countdown window that displays

the SmartCare User Access Information.

.

Figure 0-5: SmartCare User Access Information

Step 9. Make note of the Partner and Customer IDs and Passwords.



Step 10. When the next window displays, click the Start Session button

Step 11. Skip the remainder of this activity and go to the next activity.

Figure 0-6: GOLDLabs Check Main Window

Step 12. Click the Schedule button in the Lab Appointment window.

Figure 0-7: Schedule a Lab Appointment

Step 13. Verify the Lab Time Zone is correct. If it is not, select the correct time zone from the drop-down list.

Step 14. Select a date from the Preferred Date drop-down lists.

Step 15. Select a Preferred Time from the drop-down list.

Step 16. Click the Next button. Available times will be displayed.



Figure 0-8: Schedule a Lab Appointment – Time Selection

Step 17. Select an available time.

Step 18. Click the Next button. The lab basic configuration window displays.

Figure 0-9: Schedule a Lab Appointment – Lab Configuration

Step 19. Click the Next button. A lab confirmation window displays.



Figure 0-10: Schedule a Lab Appointment – Confirmation

Step 20. Select one reminder type by clicking the Check box (either Email or E-Page).

Step 21. 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 0-11: Schedule a Lab Appointment – Scheduling Message

Step 22. Click the Close button.



Figure 0-12: SmartCare Install Demo

Step 23. Click the LOGOUT button in the upper right hand portion of window.

Figure 0-13: SmartCare Install Demo

Step 24. Click the LOGOUT button.



Figure 0-14: Close GOLDLabs

Step 25. Click the CLOSE button.

Activity 0-2: Logging into the Smart Care Dashboard

Please perform the following tasks to complete the exercise.

Figure 0-13: Lab Topology Window

When the lab setup is completed, you will be on the Topology tab.



Step 1. Click the Access Devices button at the top of the window. Another topology will display.


Step 2. Click the Client PC (located in bottom left-hand side of diagram or reference Client PC). This is the

Cisco Smart Care Client PC.




Step 3. Click the Terminal Service button. The terminal service will connect you to 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 0-16: Terminal Services Window

Step 4. Double-click Link to Smart Care. The Log In window displays.

Figure 0-17: Lab Log In Window



Step 5. Sign into the Cisco Smart Care Server. Enter the appropriate Partner ID and Partner Password

provided in the SmartCare User Access Information on the lab log-in window (see Step 8 of Activity

1-1).

* * 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 6. Click the Log In button. The Cisco Smart Care Partner Control Panel displays.

Figure 0-18: Cisco Smart Care Partner Control Panel



HANDS-ON PRACTICE 1:

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.


Learning Objective


• Connect to a customer network and run the Discovery and Inventory Services

• View the Inventory for your customer

Activity 1-1: Connecting to a Customer Network and Running the Discovery Service

Step 1. From the Smart Care Control Panel navigation pane, choose CISCO LABOPS CUSTOMER-15xx >

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.



Figure 1-1: 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 or by a range of IP addresses.

Figure 1-2: 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.

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 demo 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 1-3: Define the Network to be Discovered

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.



l

Figure 1-4: 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 1-5: Discovering Devices on the Customer Network

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 1-6: Discovery Services

Note You should be seeing a number of the devices with SNMP beside them. If you do

not see this, terminate the session and perform Steps 5–7 again.

Step 8. Click the Check box beside the Display Unknown devices in the upper right hand side of the window.

Figure 1-7: Discovery Services With Unknown Devices

Step 9. Click the top Check box (to the left of IP Address in the table titles) to select all devices.



Figure 1-8: Discovery Services – Select All Devices

Step 10. Verify that all devices found are in the topology (devices within the ranges) and have been found.

Step 11. 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 WLC2100/WLC526

192.168.1.10 Cisco ACS Express



192.168.1.12 CE500-24TT

192.168.1.15 Cisco AP521


192.168.1.69 Cisco 2811






192.168.1.254 Cisco 2821

192.168.90.200 Cisco AirAP1130

192.168.90.201 Cisco Air-AP 1210

Figure 1-9: Device Type Chart

Figure 1-10: Discovered Devices

Step 12. Click the Add to Inventory button. The Add Devices confirmation message displays.



Figure 1-11: Add Devices Confirmation Message

Step 13. Click the OK button to continue.

Figure 1-12: Discovered Devices

Step 14. Review your window to verify the status of added devices, unsupported devices, and unknown

device types.

Step 15. Click the Terminate Session button to complete the Discovery Service.



Figure 1-13: Services Session Finished Message

Step 16. Click the Close button to continue.

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 1-14: Discovery is Completed

Step 17. If it is not already open, expand the submenu for the customer whose network you just discovered,

and choose CISCO LABOPS CUSTOMER – 15XX > 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 1-15: Discovered Devices for the Selected Customer

Step 18. Click the Check box beside the Display Unknown devices in the upper right hand side of the window.



Figure 1-16: 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 demo.

Activity 1-2: 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.


Administration > Services. The Customers Services window displays.

Figure 1-17: 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 1-18: Choosing Devices to Include in the Inventory

Step 3. Click the top Check box to select all devices to add to the inventory.

Step 4. Click Next > . 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.

Figure 1-19: 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 demo 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 1-20: Desktop Window

Step 7. Double click the deviceinfo.csv file to open it.

Figure 1-21: csv File Contents

Step 8. Click on 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 1-22: Entering Device Credentials

Step 11. Click on http://tools.cisco.com at the bottom of the window to open the Inventory window again.

Figure 1-23: 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 1-24: 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.

Figure 1-25: 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 1-26: 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 and correct the device credentials for this device and rerun inventory.

Step 17. Click the Terminate Session button.

Figure 1-27: Service Session Finished Message

Step 18. Click the Close button. The Services window displays again, indicating that the Inventory Service

has run successfully.



Figure 1-28: 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 LABOPS CUSTOMER-15xx > Device Inventory. The

Device Inventory displays.

Figure 1-29: Device Inventory

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 Phone in the upper right hand side of the window.



Figure 1-30: Device Inventory With Phones

Step 22. Click the IP address for any device. The Device Details window for that device displays.

Figure 1-31: Device Details

Step 23. Click the Close button in the lower right-hand corner of the window when you finish viewing the

device information.



Activity 1-3: 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.

Figure 1-32: 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 Phone. Select the radio button beside the IP Phones.

Step 4. Enter the following information for the phone:

Voice Device : 192.168.0.237

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.

You can continue to add devices until the device inventory is complete.



Step 6. After adding all hardware devices and software components, click the Close button.

Step 7. The Device Inventory window displays again with your added hardware and software.




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.


Learning Objective


• 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

Activity 2-1: Running Core Service

Step 1. From the Smart Care Control Panel navigation pane, choose CISCO LAB CUSTOMER-15xx >

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 2-1: 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.

The Supported Devices window displays.

Figure 2-2: Supported Devices

Step 3. Click the check box to select all devices.

Step 4. Click the Next > button to continue.

Figure 2-3: Core Assess and Repair Status



�� This may take2-5 minutes 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.

Figure 2-4: Report Window

Activity 2-2: 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 2-5: 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.)

Figure 2-6: Confirm Fix Message

Step 7. Click the Yes button to confirm.



Figure 2-7: Assess and Repair Status Window

�� This may take 2–5 minutes to complete. A status window displays while the service

runs.

Step 8. 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 2-8: 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 2-9: Core Assess and Repair Report

Step 11. Click the Close button (found at the bottom of the report).

Activity 2-3: 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 the 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 After terminating the session, you will not be able to revert your fixes.

Step 9. When asked if you want to terminate the session message, click the Yes button.

Activity 2-4: 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.

Figure 2-10: Services Control Window

Step 2. Click Schedule… button to the right of Core Monitor.



Figure 2-11: 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 10 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.

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 2-12: 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 2-13: Core Monitor Status Display



Figure 2-14: Core Monitor Services Scheduled Message

Step 15. Click Close button.

Figure 2-15: Services Core Monitoring Scheduled

Notice the Core Monitoring has been scheduled

Activity 2-5: Scheduling Disaster Recovery

Step 1. From the Smart Care Control Panel navigation pane, choose CISCO_TRAININGxx >




Figure 2-16: Services Window

Step 2. Click the Schedule… button next to Disaster Recovery.

Figure 2-17: 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.




Figure 2-18: Disaster Recovery – Select Devices

Step 10. Check the check box for all the devices you want to be backed up.

Step 11. From the Next > button to continue.

Figure 2-19: Disaster Recovery – Status Message

Step 12. From the Close button.

When complete the Services window displays.




Activity 2-6: 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_DEMOxx > 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 2-21: Core Dashboard – Assess & Repair

Step 3. Click any Details link to open and print a copy of the Consolidated Report.

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 2-22: Core Dashboard – Active Monitor

Step 6. Click on the Passive Monitor tab to view the latest passive monitoring activity.

Figure 2-23: Core Dashboard – Passive Monitor

Step 7. Click on the Remote Access tab to view the latest remote access activity.

Figure 2-24: Core Dashboard – Remote Access

Step 8. Click on the Disaster Recovery tab to view the latest disaster recovery activity.



Figure 2-25: Core Dashboard – Disaster Recovery




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).


� 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.


Learning Objective


• 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

• Schedule Security Passive Monitoring

Activity 3-1: Running Security Assess and Repair



The Services window for the selected customer displays. In the example below, notice that the Discovery and Inventory Services have been run.

Figure 3-1: Current Services Window for a Selected Customer



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 3-2: 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?




Figure 3-3: Security Assess and Repair – Border Router Details

Step 6. Select the type of interface and click the + button to add it to the list. You may select up to 3

interface types for any border router. For our purposes select GigabitEthernet0/1.0.


Figure 3-4: 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 3-5: Security Assess and Repair Status

�� Be patient while the service is running.

�� To assist in knowing what your status is, you can click on the Refresh button

periodically (starting at 2 minutes and continuing until service is completed. 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.



Figure 3-6: Report Window

Activity 3-2: Scheduling Security Passive Monitoring

You may set up automatic monitoring of your security.




Step 2. Click the Schedule… button next to Security Monitor..



Figure 3-8: Security Monitoring Services Window

Step 3. Select the ON radio button for Global Status and Current Status (Security)

Step 4. Click the Next > button to move to the next step.

Figure 3-9: 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 3-10: Security Passive Monitor Status Bar

� This may take a few minutes complete. A status window displays while the service runs.

Figure 3-11: Security Passive Monitor Successful Message





Notice that your security monitor setting has a date and time appearing in the Last Run column.

Activity 3-3: 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.

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.

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 3-13: Security Analysis Dashboard

Step 2. Click any Details link to open and print a copy of the Consolidated Report.



Figure 3-14: Security Analysis Dashboard

Step 3. Click the Close button at the bottom of the report.

Step 4. Click the Passive Monitor tab.

Figure 3-15: Security Passive Monitor

Step 5. Click any View link to open and details for the last 24 hours or 30 days.




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.


� 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


Learning Objective


• Run the IPS Signature Update Service

• Identify IPS signature file vulnerabilities

• View a consolidated report

Activity 4-1: Running IPS Signature Update Service



The Services window for the selected customer displays. Notice what services have been completed.

Figure 4-1: 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.



Figure 4-2: 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 4-3: Sensor Credentials



Step 6. When the Sensor Credentials window displays, enter your assigned User Name and Password,

and click the Ok button.


This may take a few minutes to process. A status window displays while the service runs

Figure 4-4: IPS Signature Update – Status Bar (Devices In Progress)

The Assessment Scan Summary displays.

Figure 4-5: 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.



Step 8. Click any active View/Fix button to display a device-specific Vulnerabilities List.

Figure 4-6: 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 4-7: 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.




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.


� 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.


Learning Objective


• Perform the Voice WAN/LAN Analysis

• Perform Voice Services to gather data on existing Voice Networks

• View the Voice Dashboard

Activity 5-1: Running Voice Assessment



The Services window for the selected customer displays. Notice what services have been completed.

Figure 5-1: Services Window for a Selected Customer

Step 2. Click the Run Now… button to the right of Voice Assessment. A list of supported devices from the

inventory displays.



Figure 5-2: List of Supported Devices

Step 3. Click the Check box to select all devices.


This may take a few minutes to process. A status window displays while the service runs.

Figure 5-3: Voice Assessment – Status Bar



Figure 5-4: Scan Results Window

Step 5. Click the Terminate Session button to complete the process,


Activity 5-2: Running Voice Quality Monitor

Now that you have the Reflector setup, you can run Voice Quality Monitor.

Figure 5-5: Customer Administration Screenshot





Step 2. Click on the Run Now… button next to Voice Quality Monitor.

Figure 5-6: 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.

Step 5. Enter a Duration of 60 seconds.

Step 6. Click on the Next > button next to Voice Quality Monitor.

Figure 5-7: Voice Quality Monitoring – Injecting Traffic Message

Step 7. Click the OK button to continue.








Figure 5-10: Services - Voice Quality Monitoring Completed

Activity 5-3: Scheduling Application Monitor

Figure 5-11: Services - Voice Quality Monitoring Completed

Step 1. Click the Schedule… button next to the Voice Applications Monitor .



Figure 5-12: 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.

Step 7. Select the On radio button for both Global Stat and Current Status (Voice) in the Passive Monitoring

pane.





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’







Figure 5-16: Services - Voice Application Monitoring Scheduled

Note the Application Service has been scheduled.

Activity 5-4: Viewing the Voice Dashboard


Administration > Voice to view the Voice Dashboard.



Figure 5-17: Voice Dashboard - Status

Step 2. Click the Device Assessment tabs to see the results of the Voice LAN/WAN Analysis.

Figure 5-18: Voice Device Assessment Dashboard

Step 3. Click the Call Assessment tabs to see the results.

Figure 5-19: Voice Call Assessment Dashboard

Step 4. Click the Passive Monitor tabs to see the results.



Figure 5-20: Voice Passive Monitor Dashboard

Step 5. Click the Quality Monitor tabs to see the results.

Figure 5-21: Voice Quality Monitor Dashboard




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


• Set personal preferences for Alerts and Notifications

• Viewing Alerts and Notifications

Activity 6-1: Setting Personal Preferences

Step 1. From the Smart Care Control Panel navigation pane, choose Personal Profile > Alerts Notification

Preferences. The Alerts & Notifications page displays.

Figure 6-1: Smart Care Dashboard - Personal Profile

Step 2. Click on Personal Email Notification Preferences.



Figure 6-2: Personal Profile – Personal Email Notification Preferences

Step 3. Click the Send check box to select the message types and technology alerts that you want to

receive emails about.

Figure 6-3: Personal Profile – Alert Notification Preferences 2

Step 4. Enter the e-mail Address you want the email send to.

Step 5. Select the content items to include in the email.

Step 6. Click the Modify button to continue.

Step 7. Click on Case Open Notification Preferences.



Figure 6-4: Personal Profile – Case Open Notification Preferences

Step 8. You use this window to setup email preferences if the partner has their own case management

system.

Activity 6-2:

Alerts and Notifications


Alerts & Notifications > Proactive Notifications. The Alerts & Notifications page displays.

Figure 6-5: 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.



Figure 6-6: 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.

Step 3. If you click on the Security Notice alert a message similar to the figure below displays explaining the

alert.

Figure 6-7: Advisory Window




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.


� You must have Administrator access in Smart Care.


Learning Objective


• Add partner users

• Assign administrative rights to partner users

Activity 7-1: 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 7-1: Add User Window

Step 2. Click the Add button.

The Add User window appears.



Figure 7-2: 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 7-3: 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.

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.




Device Support Matrix

In this lab you will check out what devices are currently supported under Smart Care Service


Learning Objective


• View the Smart Care Service Device Support Matrix.

Activity 8-1: 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 8-1: 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).




Lab Clean Up and Exit


Please complete these steps to clean up and log out of the lab.

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OFFENDING COMMAND: ‘~

STACK:

Documents

Cisco Smart Care Service Demo Lab Activities...Cisco Smart Care Service - Demo Lab Activities Guide Getting Started with the Hands-on Lab Activities This collection of hands-on lab