164
© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. Cisco Smart Care Service Training Lab Activities Smart Care Service Version: 1.10.0 Last Updated: February 2013

Cisco Smart Care Training Lab Activities.pdf

Embed Size (px)

Citation preview

Page 1: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.

Cisco Smart Care Service

Training Lab Activities

Smart Care Service Version: 1.10.0

Last Updated: February 2013

Page 2: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

GOLD—Global Online Lab Delivery ...................................................................................... 4 There Is Only One Smart Care Lab Available: Training Lab .............................................................................................. 4

Getting Started with the Hands-on Lab Activities .................................................................... 5 What You Will Need ........................................................................................................................................................... 5

LOGGING INTO A LAB SESSION within GOLD ................................................................ 6 Learning Objective .............................................................................................................................................................. 6 Activity 0-1: Running the Training Lab or Scheduling a Training Lab Session ................................................................. 6

HANDS-ON PRACTICE 1: ................................................................................................... 15 Activity 1-1: Accessing Devices ........................................................................................................................................ 15

HANDS-ON PRACTICE 2: ................................................................................................... 22

Adding a Customer ................................................................................................................. 22 Learning Objective ............................................................................................................................................................ 22 Activity 2-1: Adding a New Customer ............................................................................................................................ 22

HANDS-ON PRACTICE 3a: ................................................................................................. 25

Downloading and Installing the Software Client .................................................................... 25 Learning Objective ............................................................................................................................................................ 25 Activity 3-1a: Downloading and Installing Software Client ............................................................................................. 25

HANDS-ON PRACTICE 3b: ................................................................................................. 40

Downloading and Installing the Hardware Client (Virtual Appliance) .................................. 40 Learning Objective ............................................................................................................................................................ 40 Activity 3-1b: Downloading and Installing Hardware Client ............................................................................................ 40 Activity 3-2: Assigning the Client to a Customer Site ....................................................................................................... 48 Activity 3-3: Creating a New Customer Site ..................................................................................................................... 49 Activity 3-4: Assigning a Client to the Lab Customer Site ................................................................................................ 51

HANDS-ON PRACTICE 4: ................................................................................................... 56

Running the Discovery and Inventory Services...................................................................... 56 Learning Objective ............................................................................................................................................................ 56 Activity 4-1: Connecting to a Customer Network and Running the Discovery Service .................................................... 56 Activity 4-2: Creating and Viewing the Inventory for a Customer .................................................................................... 68 Activity 4-3: Manually Adding a Hardware Device, Software Component, or Phone ...................................................... 75 Activity 4-4: Exporting a Discovered Device List ............................................................................................................. 77

HANDS-ON PRACTICE 5: ................................................................................................... 79

Requesting a Quote for Service .............................................................................................. 79 Learning Objective ............................................................................................................................................................ 79 Activity 5-1: Viewing an Estimate for Cisco Smart Care Service ..................................................................................... 79

HANDS-ON PRACTICE 6: ................................................................................................... 83

Running Core Services ........................................................................................................... 83 Learning Objective ............................................................................................................................................................ 83 Activity 6-1: Running Core Service .................................................................................................................................. 83 Activity 6-2: Applying a Fix .............................................................................................................................................. 86 Activity 6-3: Reverting a Fix ............................................................................................................................................. 89 Activity 6-4: Scheduling Active and Passive Monitoring .................................................................................................. 89 Activity 6-5: Scheduling Disaster Recovery ...................................................................................................................... 93 Activity 6-6: Viewing the Core Dashboard ....................................................................................................................... 96

HANDS-ON PRACTICE 7: ................................................................................................... 99

Running Security Services ...................................................................................................... 99 Learning Objective ............................................................................................................................................................ 99 Activity 7-1: Running Security Assess and Repair .......................................................................................................... 99 Activity 7-2: Applying a Fix .......................................................................................................................................... 102 Activity 7-3: Reverting a Fix ........................................................................................................................................... 107 Activity 7-4: Scheduling Security Passive Monitoring .................................................................................................... 107 Activity 7-5: Viewing the Security Dashboard ................................................................................................................ 110

Page 3: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3 of 164

Cisco Smart Care Service – Training Lab Activity Guide

HANDS-ON PRACTICE 8: ................................................................................................. 113

Running Intrusion Protection System (IPS) Signature Update Service ................................ 113 Learning Objective .......................................................................................................................................................... 113 Activity 8-1: Running IPS Signature Update Service ...................................................................................................... 113

HANDS-ON PRACTICE 9: ................................................................................................. 117

Running Voice Assessment .................................................................................................. 117 Learning Objective .......................................................................................................................................................... 117 Activity 9-1: Running Voice Assessment ...................................................................................................................... 117 Activity 9-2: Downloading the Reflector Software ......................................................................................................... 119 Activity 9-3: Setting Up the Reflector ........................................................................................................................... 129 Activity 9-4: Running Voice Quality Monitor ................................................................................................................. 130 Activity 9-5: Scheduling Application Monitor ................................................................................................................ 134 Activity 9-6: Viewing the Voice Dashboard .................................................................................................................... 136

HANDS-ON PRACTICE 10: ............................................................................................... 139

Alerts & Notifications ........................................................................................................... 139 Learning Objective .......................................................................................................................................................... 139 Activity 10-1: Setting Personal Preferences .................................................................................................................... 139 Activity 10-2: Viewing Alerts and Notifications ............................................................................................................. 141

HANDS-ON PRACTICE 11: ............................................................................................... 144

Adding Partner Users to Your Smart Care Account ............................................................. 144 Learning Objective .......................................................................................................................................................... 144 Activity 11-1: Adding Partner Users ............................................................................................................................... 144

HANDS-ON PRACTICE 12: ............................................................................................... 147

Branding Your Site ............................................................................................................... 147 Learning Objective .......................................................................................................................................................... 147 Activity 12-1: Adding a Partner Logo to the Control Panel ........................................................................................... 147

HANDS-ON PRACTICE 13: ............................................................................................... 150

Adding Customer Users to your Smart Care Portal .............................................................. 150 Learning Objective .......................................................................................................................................................... 150 Activity 13-1: Adding Customer Users ........................................................................................................................... 150

HANDS-ON PRACTICE 14: ............................................................................................... 152

Ordering Assessment Services .............................................................................................. 152 Learning Objective .......................................................................................................................................................... 152 Activity 14-1: Ordering Assessment Services ................................................................................................................. 152

HANDS-ON PRACTICE 15: ............................................................................................... 154

Creating a Backup CSV file .................................................................................................. 154 Learning Objective .......................................................................................................................................................... 154 Activity 15-1: Creating a Backup .csv File of the Customers Inventory.......................................................................... 154

HANDS-ON PRACTICE 16: ............................................................................................... 156

Device Support Matrix .......................................................................................................... 156 Activity 16-1: Device Support Matrix ............................................................................................................................. 156

HANDS-ON PRACTICE 17: ............................................................................................... 157

Network Diagnostics ............................................................................................................. 157 Activity 17-1: ICMP ........................................................................................................................................................ 157

HANDS-ON PRACTICE 18: ............................................................................................... 159

Lab Clean Up ........................................................................................................................ 159 Learning Objective .......................................................................................................................................................... 159 Activity 18-1: Deleting a Customer ................................................................................................................................. 159 Activity 18-2: Exiting the Lab ....................................................................................................................................... 160

Page 4: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4 of 164

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. GOLD Labs 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. GOLD Labs are

hosted in a centrally located data center, and our gear is always refreshed and reconfigured for the next student.

Advance your technical hands-on knowledge anytime, anywhere.

There Is Only One Smart Care Lab Available: Training Lab

The training lab allows you to perform all the Smart Care Services, and also includes the ability to download the

latest software, install, and register the client. The training lab does not have a Smart Care client installed on the

host, so the training customer must install and register the client. The lab contains two customers that can be

utilized in the lab process to work through activities typical of what our partners provide customers who subscribe

to Smart Care services. The partner is defined on a per-pod basis, and this allocation must be maintained for the

labs to work properly. There are two customers for the partner, defined for usage within the lab. Please do not

delete these customers or modify the partners in the portal.

POD1 – SmartCareTraining1 – CustomerA =CISCO TRAINING ONE – CustomerB = CISCO TRAINING01

POD2 – SmartCareTraining1 – CustomerA = CISCO TRAINING TWO – CustomerB = CISCO TRAINING02

The concept used in the lab is that CustomerA-CISCO TRAINING ONE/TWO are permanently running

customers that maintain historical data and allow lab users access to all portal services for ongoing support. Any

activity can be performed on this set of customers at any given time. The CustomerB = CISCO TRAINING01/02

are in the database and used for those who want to learn about deployment of a new Smart Care client. We

have both the software client that can be installed on a workstation in the lab as well as a virtual appliance that

can be installed with CustomerB during the first few activities in the lab guide. The CustomerB will be removed

from the client at the end of the lab to accommodate deployment for the next user who wants to use this lab.

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

in this document can cause the lab to fail and become unusable.

Page 5: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5 of 164

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 registering at www.cisco.com.

Page 6: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6 of 164

Cisco Smart Care Service – Training Lab Activity Guide

LOGGING INTO A LAB SESSION within GOLD

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 in to GOLD Labs for on-demand or scheduled lab access.

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/Saba/Web/Main

Figure 0-0: PEC Login Page

Step 2. Log in to the PEC.

Step 3. In the Learning Offerings box, click Launch.

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

Page 7: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 4. Now that you are logged in to the PEC page, you must search for the correct lab. Enter Cisco Smart

Care Services Training Lab in the search window. You will see the following screen prompting you

to select the correct lab.

Figure 0-2a: PEC Learning Offerings Search criteria

Now you will see your correct lab as follows.

Step 5. Click OK in the popup window.

Figure 0-2: Windows Internet Explorer Message

Step 6. Click on the Launch link on the Smart Care offering launch page.

Figure 0-3: PEC Training Lab Launch Page

Click the Launch > link to begin

Page 8: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 0-4: GOLDLabs Check Availability Window

You have two choices at this time—either check current availability (on-demand) or schedule a session for a future time/date. Go to the appropriate steps:

Run a lab now: Follow steps 2 through 8. Schedule a lab session in the future: Follow steps 9 through 23.

Step 2. 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.

Page 9: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 0-6: GOLDLabs Check Equipment Availability Window

Step 4. 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.

Figure 0-7: Lab status

Note After setup, look for a window under the countdown window that displays the Smart

Care User Access Information. Like the figure 0-8 example below, only use the

provided credentials for your pod. This will either be POD1 or POD2 as below.

Page 10: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10 of 164

Cisco Smart Care Service – Training Lab Activity Guide

.

Figure 0-8: Smart Care User Access Information

Step 7. Make note of the Partner and Customer IDs and passwords, as you will need them throughout these

activities. Remember to only use the username/password for your pod.

Lab/POD# Partner User Name Partner Password Customer User Name Customer Password

POD1 SmartCareTraining1 SCTraining1 SCTraining_cust1 smartcare1

POD2 SmartCareTraining2 SCTraining2 SCTraining_cust2 smartcare2

Figure 0-9: Lab Log In Credentials

Step 8. When the next window displays, click the Start Session button.

Step 9. If you are proceeding with the on-demand lab, skip the remainder of this activity and go to the next

activity, Activity 1-1 –Accessing Devices. If you require scheduling for a future event, please continue on to Step

10.

Figure 0-9: GOLD Labs Lab Main Window

Step 10. Click the Schedule button in the Lab Appointment window.

Page 11: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 0-10: Schedule a Lab Appointment

Step 11. Verify that the Lab Time Zone is correct. If it is not, select the correct time zone from the drop-down

list.

Step 12. Select a date from the Preferred Date drop-down lists.

Step 13. Select a Preferred Time from the drop-down list.

Step 14. Click the NEXT > button. Available times will be displayed.

Figure 0-11: Schedule a Lab Appointment – Time Selection

Step 15. Select an available time.

Step 16. Click the NEXT > button. The lab basic configuration window displays.

Page 12: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 0-12: Schedule a Lab Appointment – Lab Configuration

Step 17. Click the NEXT ► button. A lab confirmation window displays.

Figure 0-13: Schedule a Lab Appointment – Confirmation

Step 18. Select one reminder type by clicking the check box (either Email or E-Page).

Step 19. Click the CONFIRM button to confirm that the date and time are correct. Otherwise, click the

PREVIOUS button and reselect the appropriate information. A successfully scheduled appointment

message displays.

Page 13: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 0-14: Schedule a Lab Appointment – Scheduling Message

Step 20. Click the CLOSE button.

Figure 0-15: Smart Care Lab – Check Availability

Step 21. Click the LOGOUT button in the upper right hand portion of window.

Page 14: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 0-16: Smart Care Log-Out

Step 22. Click the LOGOUT button.

Figure 0-17: Close GOLDLabs

Step 23. Click the CLOSE button.

Page 15: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15 of 164

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 complete, you will be on the Topology tab.

Page 16: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16 of 164

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.

Page 17: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 1-4: Terminal Services Window

Step 3. Double-click the Link to Smart Care (using the partner login provided). The Log In window displays.

Figure 1-5: Lab Log in Window

Step 4. Sign in to the Cisco Smart Care Server. Enter the appropriate User Name and Password provided in

the Smart Care User Access Information on the lab login window (see Figure 1-6 off Activity 1-1

below). The correct login should default in the browser. (Click in the User Name field.)

Note 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.

Lab/POD# Partner User Name Partner

Password

Customer User

Name

Customer

Password

POD1 SmartCareTraining1 SCTraining1 SCTraining_cust1 smartcare1

POD2 SmartCareTraining2 SCTraining2 SCTraining_cust2 smartcare2

Figure 1-6: Lab Log In Credentials

Page 18: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 1-6: Cisco Smart Care Partner Control Panel

You have now successfully accessed and logged in to the Smart Care portal with the provided

credentials.

Step 6. Within the portal go to Administration: Assessment Appliances (as designated by the purple boxes in the figure below) and validate that you do not have two appliances installed. The figure below shows what two enabled appliances looks like (see the red box). You cannot continue with this lab if you have two appliances enabled; in such a case you must go to Step 8 to proceed with this lab activity.

Figure 1-7: Wrong - Administration: Assessment Appliances (for Pod1)

Step 7. However, if you navigate to Administration -> Assessment Appliances and you only have

CISCO TRAINING ONE (for Pod1) or CISCO TRAINING TWO (for Pod2) customer and

one appliance installed, then you may proceed with the next activity: HANDS-ON PRACTICE 2. If this is the case, please skip the rest of this activity.

Page 19: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 1-8: Good Administration: Assessment Appliances (for Pod1)

Step 8. To continue correcting for two enabled appliances, click on the button on the left of the customer

column as below to select the appliance to be modified CISCO TRAINING01 (for Pod1) or

CISCO TRAINING02 (for Pod2).

Figure 1-9: Selecting the Appliance to Disable

Step 9. Now select the View/Edit on the far right side as below. This will allow you to modify the state of

that appliance.

Figure 1-10: View/Edit Appliance to Disable

Step 10. Select Disable on the appliance as below to disable the appliance.

Page 20: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 1-11: Administration: Assessment Appliances > Manage Appliances - Disabled

Step 11. Select Save to save your disable command as below.

Figure 1-12: Disabled and Saved

Step 12. Now your customer should look like this, with Disabled status (CISCO TRAINING01).

Figure 1-13: Assessment Appliances: Status Disabled

Step 13. Select the radio button again to choose the correct appliance (CISCO TRAINING01).

Figure 1-14: Selecting the Appliance to Unassign

Step 14. Click on Assign/Unassign to unassign the appliance from the Customer CISCO TRAINING01 for

Pod1 and CISCO TRAINING02 for Pod2.

Page 21: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 15. The final view of your customer appliances should now look like this, with only one customer, as in the green section below. With ONLY CISCO TRAINING ONE in Pod1 and CISCO TRAINING TWO in Pod2 as your connected and always available appliance(one per lab pod). This example is Pod1.

Figure 1-8: GOOD Administration: Assessment Appliances

Step 16. You are now finished with this clean-up activity and may proceed with the remainder of the lab.

Step 17. If you had to follow this clean-up procedure as described above, please let us know on the alias to try to improve on this cleanup issue. Below are the alias links:

GOLD lab scheduling inquiries: [email protected] GOLD lab access and troubleshooting questions: [email protected]

Page 22: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22 of 164

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 a new deployment. For lab

purposes there will be one customer setup that you may use if you want to see historical data. New customer

opportunities are easy to add.

In this hands-on activity, you will add a customer to the Smart Care Control Panel. This will only be for a

demonstration of adding a new customer. You will not use this new customer for any of your lab purposes since

there is already a valid customer in the database for you to use during the lab. You may add a customer for the

purpose of learning the process, but you will remove the customer that you have added before leaving the lab

session.

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 GOLD Labs 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 normally search for

existing customers, but for lab purposes, we will add a new customer.

Page 23: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 23 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 2-2: Search Customer Form

Figure 2-2a: Search Customer Found

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 The City, State, and Zip/Postal Code must match the Primary address for the Add to

successfully occur. In other words, this must be a valid address.

Step 5. Click the Add button. The confirmation window appears.

Page 24: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 24 of 164

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 one hour 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 one hour. So this newly added

customer won’t be used for the following labs. Instead you will use a previously

provided customer. This was simply to demonstrate the process of adding a new

customer in the portal.

Figure 2-5: Customer Management Message

Page 25: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25 of 164

Cisco Smart Care Service – Training Lab Activity Guide

HANDS-ON PRACTICE 3a:

Downloading and Installing the Software Client

In these hands-on activities, you will download and install the Smart Care Software Client.

Estimated time to complete the activities: 30 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

Note: There are two branches from which to choose. To begin with the virtual appliance lab, either choose the Activity 3-1a lab below for the software client or go to Activity 3-1b lab for downloading and installing the hardware client. These labs are very similar, and you will not need to perform both. So please choose either 3-1a lab or 3-1b lab to proceed. The objective is to be able to deploy an appliance. If you do not wish to deploy, you can proceed to other activities and utilize the existing customer to run with existing devices, inventory, and historical reports.

Activity 3-1a: Downloading and Installing Software 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 pop-up window displays.

Page 26: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 26 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 be your CCO username and password.

Lab/POD# Partner User Name Partner Password Customer User Name Customer Password

POD1 SmartCareTraining1 SCTraining1 SCTraining_cust1 smartcare1

POD2 SmartCareTraining2 SCTraining2 SCTraining_cust2 smartcare2

Note 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

Page 27: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 27 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-4: CCO Agreement 2

Step 6. Click the appropriate radio button for the type of business (Commercial/Civilian entity or Government

entity, 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.

Page 28: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 28 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 29: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 29 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 download the entire zip archive to the desktop.

Note This process takes approximately 5–7 minutes depending on the download speed

(file is approximately 54 MB).

Page 30: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 30 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-10: Download Complete Message

Step 14. Click the Close button.

Step 15. Click to close the End User License Agreement browser window.

Note If you close out of the browser window by accident, go back to the Topology tab:

click the topology server, and see the remaining steps at Activity 1-2: Accessing

Devices, Steps 1-3.

Step 16. 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.

Page 31: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-12: Smart Care Directory

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 replacement.

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

Page 32: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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. This can take several moments.

Page 33: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 34: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-18: Partner Company Information

Step 29. For lab purposes, use the default information here. Normally you would enter the User Name and

Company Name, and define who can access the Client.

Note Do not change these defaults in this lab.

Step 30. 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.

Page 35: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 35 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 32. Click the Next > button to continue.

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.

Page 36: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-22: Smart Care Client Configuration

Step 36. Configure the client by entering server and login details.

Normally you would enter the server name. 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. Use the same credentials as when you logged in or the lab will not work properly.

Example: Login Name: SmartCareTraining# Password: SCTraining#.

Lab/POD# Partner User Name Partner

Password

Customer User

Name

Customer

Password

POD1 SmartCareTraining1 SCTraining1 SCTraining_cust1 smartcare1

POD2 SmartCareTraining2 SCTraining2 SCTraining_cust2 smartcare2

Note 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.

Page 37: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 37 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Note This step takes about 5–7 minutes to complete.

Figure 3-24: InstallShield Wizard Complete Window

Page 38: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 38 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 42. Accept the Yes default and then click the Finish to restart the lab server.

Note Restart will take 5 – 7 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 3-25: Terminal Services Window

Step 44. Choose Cisco Server PC and the Terminal Services button to re-access the lab server.

After restarting, the Cisco Smart Care Network Assessment Client Monitor 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 3-26: Terminal Services Window Taskbar

Page 39: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 39 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 45. To confirm the installation, double-click the pinwheel icon in the taskbar to open the Cisco Smart

Care Network Assessment Client Monitor.

Figure 3-27: 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 and

installed.

Step 47. Click the to close the Cisco Smart Care Network Client Monitor window.

Page 40: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 40 of 164

Cisco Smart Care Service – Training Lab Activity Guide

HANDS-ON PRACTICE 3b:

Downloading and Installing the Hardware Client (Virtual Appliance)

In these hands-on activities, you will deploy the Smart Care Virtual Appliance Client.

Estimated time to complete the activities: 30 minutes

Learning Objective

After completing this hands-on activity, you will be able to:

Download and install the client software on our device (we will not be performing this task in this lab. It has already been done for you and installed on our ESXi VM host.

Configure the network IP address information with the conf ip command (we will issue this command, but no changes will be made to the configuration since the static IP has already been set for this lab.) Do not change this IP address, or the lab will not function correctly.

Register the appliance with the portal utilizing the register command

Add a new customer site (the site has already been added and will be assigned to this appliance)

Assign the client to a customer site

Enable the appliance for usage

There are two activity branches here to choose from. Either choose Activity 3a above for the software client or Activity 3b: Downloading and Installing Hardware Client to begin with the virtual appliance lab. These labs are very similar and you will not need to perform both. So now please choose either 3a or 3b to proceed.

Activity 3-1b: Downloading and Installing Hardware Client

There are two different hardware clients available. The hardware appliance and the virtual appliance are both available from Cisco, and the virtual appliance is the current default. For the purpose of this training activity we will be using the virtual appliance; however the usage and procedures are identical with the hardware appliance. Please follow these steps closely and pay attention to which appliance you are using and what credentials you are assigning to it. This process will normally begin with logging in to the portal and downloading the latest virtual image of the appliance in the format you desire to deploy, depending on which host VMware you are running.

From the portal, browse to the Support page(referenced below) and you will see in the Download section

both virtual image formats currently available for VMware: OVF (for ESX and ESXi servers) and VMX (for VMware Player, Workstation, or Fusion deployments) are currently supported. If you need more details on deployment please download and reference the Setup Guide.

Step 1. From the navigation pane, click on Support.

Figure 3-28: Cisco Smart Care Portal Support page

Page 41: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 41 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 2. You will see the links provided for downloading the images as:

Download the latest virtual image of the appliance in OVF format.

Download the latest virtual image of the appliance in VMX format.

Step 3. Our software image has already been downloaded and installed on our VMware ESXi server and

hosted for this lab. It is fully operational and ready for us to deploy and use in our hands-on lab.

Step 4. See the Setup Guide to review what would be required to install the virtual client.

Step 5. In Chapter 3 of the Setup Guide, the following steps are necessary to install the virtual appliance:

Connect and configure the Network Appliance on the customer network LAN. See

“Configuring the Hardware” in the Smart Care Service Configuration Guide.

Use the conf ip command to configure the device. We have already done this to provide the

connectivity. But you may wish to issue the command (PLEASE do NOT modify any of the

network information or this lab will not work.)

Use the update command to load the current build. You will not need to perform this

command. We have done this for you already. It takes about 10-15 minutes to install the

update, upgrade the software and reboot the appliance.

Use the register command to register the device to Smart Care. You will need to perform this

command.

We must now look at the existing appliance that has been connected and configured on the network

for you by opening up an SSH session to the client. SC_Cust1A (SC_Training1A) is our permanent

VM and SC_VM_Cust1B is our deployment VM.

Step 6. To perform this step you will access putty.exe from the windows desktop and load the session called

SC_Cust1B.

Page 42: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 42 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-29: Putty Application Launch From Windows Desktop

Step 7. Click Open to launch this SSH session to the VM appliance using the SC_Cust1B session.

Page 43: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 43 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-30: Putty Application Launch Page

Step 8. When you are connected to the appliance with putty you will see the terminal window and must log in

to the appliance using the set login credentials: admin and password scdemo123

Figure 3-31: Putty Terminal Window Login With Provided Credentials to Appliance

Step 9. Once you are logged in you will see the entire list of commands available to the administrator.

Page 44: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 44 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-32: Smart Care Appliance Commands

Step 10. We can now issue the commands from our Setup Guide in order of implementation. First we must

check to see the network configuration. Please do not change this. We will run the command but

perform no changes. Issue the conf ip command.

Figure 3-33: Smart Care appliance conf ip Command Result

Step 11. Now you see the result of the conf ip command. You will be asked to Enter M to Modify, Enter S to

Skip [M/S]. Just use the Enter key on your keyboard to exit this command, and you should see the

following. Remember, do not make modifications or this lab will not work

Page 45: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 45 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-34: Smart Care appliance conf ip Command Result

Step 12. The result for the use of the Enter key on your keyboard is to exit the conf ip command.

Remember, do not make modifications or this lab will not work

Step 13. The next command that you normally use in a new deployment is the Update command. This will

update and upgrade the appliance from its original factory load with the most current image for use in

your network. We can issue this command, however this appliance has already been update and is

loaded with the correct image. This step will normally take about 15 minutes to upgrade and reboot

the appliance.

Figure 3-35: Smart Care appliance Update Command Result

Step 14. The result of requesting the update will let you know that the updates are already applied.

Page 46: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 46 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-36: Smart Care Appliance Update Command Result

Step 15. The final command to deploy the appliance from the terminal session is to register the appliance with

the portal. This is accomplished by issuing the register command.

Figure 3-37: Smart Care Appliance Register Command Result

Step 16. Please fill in all the required fields but leave Server IPAddress, Server port, and Protocol blank and

select the Enter key. Next enter your partner credentials for Partner CCO login and partner

password from table below.

Lab/POD# Partner User Name Partner Password Customer User Name Customer Password

POD1 SmartCareTraining1 SCTraining1 SCTraining_cust1 smartcare1

POD2 SmartCareTraining2 SCTraining2 SCTraining_cust2 smartcare2

Finally, enter in the appliance name: SC_VM_Cust1B for Pod1 and SC_VM_Cust2B for Pod2

Leave the customer login name blank for now as it can be changed later. Now you will have a

confirmation prompt: Would you like to register with the above information (y|n)? Enter y and

you should see the following.

Page 47: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 47 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-38: Smart Care Appliance Register Command Result

Step 17. The result for the register command should be Successfully registered to server. Now your

appliance is registered to the tools portal as a Smart Care client in your customer’s network.

Step 18. The rest of the commands are performed from the portal, so we use the Logout command from the

appliance. Now we can close putty and its connection to the appliance and bring up the portal again.

Step 19. You have now completed your client deployment and proceed to the next activity. Whether you have

deployed the Virtual Appliance as above or previously deployed the Network Client as in Activity 3a,

you are ready to begin the next activity below.

Page 48: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 48 of 164

Cisco Smart Care Service – Training Lab Activity Guide

For these next activities, either the software or hardware clients may be used. Proceed with whichever client you

have installed in the previous 3-1 activity.

Activity 3-2: Assigning the Client to a Customer Site

To use the Smart Care client with a customer network, you must assign the client to a customer network site.

The site has already been created, so you must assign the site to the previously installed virtual or software

client.

Figure 3-39: Cisco Smart Care Terminal Services Desktop

Step 1. In the Terminal Services window, click the Link to Smart Care icon.

Figure 3-40: Cisco Smart Care Network Client Monitor Window

Step 20. From the client server, log back in to the Smart Care Dashboard with the supplied login.

Page 49: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 49 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Lab/POD# Partner User Name Partner

Password

Customer User

Name

Customer

Password

POD1 SmartCareTraining1 SCTraining1 SCTraining_cust1 smartcare1

POD2 SmartCareTraining2 SCTraining2 SCTraining_cust2 smartcare2

Note Do not use any login information other than the partner login supplied with the lab.

This will cause the lab to cease to function as expected.

Step 21. 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 might not be present

in the portal. If it is not, click the Refresh button.

Figure 3-41: Network Assessment Appliances Window

Step 2. Now you should see your permanent customer (Cisco Training One) for Pod1 and (Cisco Training

Two) for Pod2 in the Assessment appliances list as Assigned, Enabled, and Connected for usage. As

for our newly added client, SC_VM_Cust,1 you should see Unassigned and Disabled.

Page 50: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 50 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-42: Network Assessment Appliances Window

Step 3. Normally we would select CISCO TRAINING0x and click the Add Site button. The Add the Site

window opens. Remember that we don’t need to add a site as there is already one in the system for

this step. Just open and become familiar with the steps.

Figure 3-43: Add Site Window

Step 4. Choose the customer from the Customer Name drop-down list.

The Customer Name is the unique name you used to create the customer in Activity 2-1.

Step 5. Enter a name for the new site in the Site field. This should be Trainingx., where x is your CISCO

TRAININGx.

Step 6. Click the Add button. A confirmation message displays. If the message The customer already has

one site displays, please proceed to the next step and assign the existing site.

Page 51: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 51 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-44: Add Site Confirmation Window

Step 7. Click the Cancel button to close the confirmation window. The new customer site would be

otherwise 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. Be sure to use the existing site that has been previously

created for this client.

The Assessment Appliances configuration window displays. Your client should have an Assignment status of un-assigned.

Figure 3-45: Assessment Appliances Window

Page 52: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 52 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 2. Select the row for the Unassigned and Disabled appliance and click the radio button for the client to

be assigned. This is the one that defaulted in the client installation, CISCO TRAINING##.

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 3-46: Assign the Client to the Customer Site

Step 4. Normally you would select the customer from the drop-down list. For lab purposes, accept the

defaults.

Note 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.

Note This step takes 3–5 minutes to complete.

The Server Connection window displays.

Page 53: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 53 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-47: Assigning Client Progress Gauge

The Confirmation window displays with as below.

Figure 3-48: Assigning Client Confirmation Message

Page 54: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 54 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Figure 3-49: 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 3-50: Manage Appliances Window

Step 8. Choose Enabled from the drop-down list.

Step 9. Click the Save button (next to Disabled/Enabled).

Page 55: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 55 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 3-51: Manage Appliances Window

The client is now assigned and enabled for this customer site.

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. Now you should see this view of the two appliances currently

available.

Figure 3-52: Assessment Appliance Window

Page 56: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 56 of 164

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

> Device Credentials, where xx is your pod number. The customer’s Services window displays.

Before any Discovery can be performed on the network, the Client must have the Device Credentials

created for the Discovery and Inventory.

Figure 4-1: Device Credentials for CISCO TRAININGxx

Page 57: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 57 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 2. Select the Add button to create your Credentials groups.

Figure 4-2: Add Device Credentials

Step 3. Now start creating the following credential groups: SNMP_V1 , SNMP_V2c, TELNET, SSH, HTTP,

and HTTPS. Fill in all that is required for each then select the Save button.

Figure 4-3: SNMP_V1

Page 58: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 58 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 4. Select the Save for SNMP_V1 -

Step 5. Now create SNMP_V2c.

Figure 4-4: SNMP_V2c

Step 6. Select the Save for SNMP_V2c.

Step 7. Now create Telnet.

Figure 4-5: Telnet

Step 8. Select the Save for Telnet.

Step 9. Now create SSH, HTTP and HTTPS and then select Close.

Page 59: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 59 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 10. From the Smart Care Control Panel navigation pane, choose CISCO TRAININGxx > Administration

> Services, where xx is your pod number. 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.

Figure 4-6: Available Services for a Given Customer

Step 11. Click the Run Now… button for the Basic Services > Discovery.

You can define a network by its subnet, or by a range of IP addresses.

Figure 4-7: Define the Network to be Discovered

Step 12. From the Discovery Type drop-down list, choose Medium – Cisco recommended.

Page 60: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 60 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 13. 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 – Cisco recommended.

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 14 below.

Figure 4-8: GOLDLabs Addressing Tab

Step 14. 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 15. Select the Next >

Page 61: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 61 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-9: Discovery filled in.

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.

Step 16. Click the Next > button. The Discovery Service begins.

Note It can take 2–5 minutes for the Discovery Service to complete.

Figure 4-10: 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.

Page 62: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 62 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-11: Discovery Services

Note You should see more than 20 devices found. If you do not see this, terminate the

session and perform Steps 10-16 again.

Step 17. Click the check box beside Display Unknown Devices in the upper right hand side of the window.

Figure 4-12: Discovery Services With Unknown Devices

Step 18. Click the top check box (to the left of IP address in the table titles) to select all devices.

Page 63: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 63 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-13: Discovery Services – Select All Devices

Step 19. Verify that all devices found are in the topology (devices within the ranges).

Step 20. Modify the device types that say Select Device Type. Using the chart below, enter the appropriate

device type for each. Certain device types must be unchecked as they are duplicates or servers that

are not part of the Smart Care Service.

Page 64: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 64 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

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 4-14: Device Type Chart

Page 65: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 65 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-15: Discovered Devices

Step 21. Click the Add to Inventory button. The Add Devices confirmation message displays.

Figure 4-16: Add Devices Confirmation Message

Step 22. Click the OK button to continue.

Page 66: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 66 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-17: Discovered Devices

Step 23. Review your window to verify the status of added devices, unsupported devices, and unknown

device types.

Note You may export the results of the Discovery to an .xls file by choosing Export

Discovery Results at the bottom of the screen. We will export the results of the

Inventory Service in a later activity.

Step 24. 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 4-18: Discovery is Complete

Page 67: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 67 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 25. 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 4-19: Discovered Devices for the Selected Customer

Step 26. Click the box beside the Display Unknown Devices in the upper left hand side of the window.

Figure 4-20: 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.

Page 68: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 68 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Note Note: You may export a list of the Discovered Devices by choosing Export at the

bottom of the screen. You may choose .doc, .pdf, or .xls file formats. We will export

the results of the Inventory Service in a later activity.

Figure 4-21: 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 include 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.

Figure 4-22: 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.

Page 69: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 69 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-23: Choosing Devices to Include in the Inventory

Step 3. Click the 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.

Figure 4-24: 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.

Page 70: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 70 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 6. Minimize the Smart Care Services dashboard window to display the desktop.

Figure 4-25: Terminal Services Window

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

Figure 4-26: 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.

Page 71: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 71 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 10. Minimize the .csv file window.

Figure 4-27: Entering Device Credentials

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

Figure 4-28: 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 4-29: Entering Inventory Device Details

Page 72: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 72 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 4-30: Inventory Service Progress window

Note This may take up to 10 minutes to run.

When the process is complete, the resulting inventory identifies which devices were successfully accessed.

Figure 4-31: Inventory Service Results

Step 16. Review the inventory.

Page 73: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 73 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Note You may export the results of the Inventory to an .xls file by clicking choosing

Export Inventory Results 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 4-32: 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 4-33: Device Inventory

Page 74: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 74 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 20. The partner has the option to choose four 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 box beside the Display Phones in the upper right hand side of the window.

Figure 4-34: Device Inventory with Phones

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

Figure 4-35: Device Details

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

information.

Page 75: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 75 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Note You may export Device details by choosing Export at the bottom of 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 4-36: 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.

Page 76: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 76 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-37: Add Device Window

For each device, choose the type of device: 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 by selecting the button beside the IP Phones

tab.

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.

Page 77: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 77 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-38: Successful Add Message

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, shown in Figure 4-22, will display again.

Activity 4-4: Exporting a Discovered Device List

Step 1. Scroll to the top of the Discovered Devices window.

Step 2. Click the Export button at the top of the window.

Figure 4-39: Discovered Devices Window

Step 3. Choose the desired format of the export from the drop-down.

Page 78: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 78 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 4-40: File Download Window

Step 4. Click Save on the File Download Window.

Step 5. Save the file to the default desktop location.

Figure 4-41: File Download Window

Step 6. Open the saved file to examine the data.

Step 7. Close the file and continue with the next activity.

Page 79: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 79 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

Note 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.

Page 80: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 80 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 81: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 81 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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, choose Yes for Voice Call Manager.

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.

Page 82: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 82 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

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.

Page 83: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 83 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Note 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

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 and 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

Page 84: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 84 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

The Core - Assess and Repair window displays.

Figure 6-2: Core Assess and Repair - Supported Devices

Step 3. Click the box to select all devices.

Step 4. Click the Next > button to continue.

Page 85: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 85 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 6-3: Core Assess and Repair Status

Note 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.

Figure 6-4: Report Window

Page 86: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 86 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 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.

Page 87: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 87 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 6-6: Confirm Fix Message

Step 7. Click the Yes button to confirm.

Figure 6-7: Assess and Repair Status Window

Note 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.

Page 88: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 88 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Note You may export configuration details by clicking on the Export button at the bottom

of the screen. You may choose .doc, .pdf, or .xls file formats.

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).

Page 89: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 89 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 choose Revert.

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 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 6-4: Scheduling Active and Passive Monitoring

You can run active and passive monitoring on the network’s core devices regularly or on a one-time basis.

Step 1. From the navigation pane, choose Customer > Administration > Services to open the dashboard.

Page 90: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 90 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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. Choose Active Monitoring.

Step 4. Click On for both radio buttons in the Passive Monitoring pane.

Step 5. Click Next > button to continue.

Page 91: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 91 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 6-12: Core Configuring Devices

Step 6. Choose Active.

Step 7. Choose Passive.

Step 8. Choose Write to Startup Config.

Step 9. Click Next > button to continue.

Figure 6-13: Service Schedule Display

Page 92: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 92 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 10. Select Periodic from the Schedule Type drop-down list.

Step 11. Select 30 minutes from the Interval Minutes drop-down list.

Step 12. Select a Start Date of today after clicking the calendar icon.

Step 13. Select an End Date of today after clicking the calendar icon.

Step 14. Set your Start Time for 5 minutes after the current time at the top of the window.

Step 15. Set your End Time for 5 minutes later and click Next.

Figure 6-14: Core Monitor Interface Message

Step 16. Click Next.

Page 93: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 93 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 6-15: Core Monitor Services Scheduled Message

Step 17. Click Close button.

Figure 6-16: 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 TRAINING ONE >

Administration > Services.

Page 94: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 94 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 6-17: Services Window

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

Figure 6-18: 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.

Page 95: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 95 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 6-19: Disaster Recovery – Select Devices

Step 10. Check all the devices you want to back up.

Step 11. Click the Next > button.

Figure 6-20: Disaster Recovery – Status Message

Step 12. Click the Close button to continue.

When complete the Service Control window displays.

Page 96: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 96 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 6-21: 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 TRAINING ONE > 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.

Page 97: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 97 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 98: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 98 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 of the screen. You may choose .doc, .pdf, or .xls file

formats.

Page 99: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 99 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 and Repair Service and view a consolidated report

Identify an error and apply a fix

Revert a fix by returning to a previous configuration

Set up scheduled security monitoring

Activity 7-1: Running Security Assess and Repair

Step 1. From the Smart Care Control Panel navigation pane, choose CISCO TRAINING ONE >

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

Page 100: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 100 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 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

Page 101: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 101 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 6. Select GigabitEthernet0/1.1 from the drop-down list, and then click the + button to add it to the list.

Note You may select up to three interface types for any border router.

Step 7. 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 assessment and repair. Click the OK

button to continue.

Figure 7-5: Security Assess and Repair Status

Note Be patient while the service is running.

Note You will see stats display as the processing progresses.

When the service has run successfully, a report shows a list of potential vulnerabilities on each scanned device.

Page 102: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 102 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 103: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 103 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

box unchecked and click the OK button to open the Audit Summary and view each issue before

applying fixes.

Step 3. Leave the Fix Device Vulnerabilities box unchecked and click the OK button to continue.

An Audit Summary displays. It shows a summary of the issues found on the device.

Page 104: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 104 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 box will be present.

Figure 7-10: Fix & Revert Tab for a Selected Device

Page 105: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 105 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Note Notice that each vulnerability has a source listed (either NSA or Cisco). This

indicates the criteria used to evaluate this vulnerability. Automatic vulnerability fixes

are only allow for Cisco sources.

Step 5. Click the Fix 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 box for those items without the paper icon.

Step 6. Click the Apply button.

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

runs.

Step 7. 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, 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.

Page 106: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 106 of 164

Cisco Smart Care Service – Training Lab Activity Guide

The following figures show samples of the consolidated report for security assessment and vulnerability.

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).

Page 107: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 107 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 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 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 After terminating the session, you will not be able to revert your fixes.

Step 8. 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 TRAINING ONE >

Administration > Services.

Page 108: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 108 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 7-14: Services Window

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

Figure 7-15: Security Monitoring Services Window

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

Step 4. The first time you schedule this service you are given the Apply button to move to the next step.

Go to Step 8.

Note If you schedule this service again you will be given the Next > button to continue.

Go to next step.

Page 109: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 109 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 7-16: Security Configuring Devices Window

Step 5. Ensure the box for Passive is checked.

Step 6. Click the 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

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

runs.

Page 110: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 110 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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. You can perform this activity on any of the

customers in the dashboard. Use the permanent customer as below.

Page 111: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 111 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 1. From the Smart Care Control Panel navigation pane, choose Customer > CISCO TRAINING ONE >

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.

Page 112: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 112 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 7-22: Security Passive Monitor

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

Page 113: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 113 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 TRAINING ONE >

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.

Page 114: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 114 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 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

Page 115: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 115 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 116: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 116 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 117: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 117 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 TRAINING ONE >

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.

Page 118: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 118 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 9-2: List of Supported Devices

Step 15. Click the 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

Page 119: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 119 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

Page 120: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 120 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 2. Scroll to the bottom of the window to the Download heading.

Step 3. Choose Download the Latest Voice Quality Monitor Reflector software now.

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.

Note 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.

Page 121: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 121 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 122: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 122 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 123: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 123 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 124: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 124 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 125: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 125 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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. Choose I accept the terms of the license agreement.

Step 16. Click the Next > button.

Page 126: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 126 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 9-17: Smart Care Reflector Install Shield Wizard – Customer Information

Step 17. Accept the defaults for User Name and Company Name.

Step 18. Choose Anyone who uses this computer (all Users).

Step 19. Click the Next > button to continue.

Figure 9-18: Smart Care Reflector Install Shield Wizard – Destination Location

Page 127: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 127 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 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.

Page 128: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 128 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 129: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 129 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 TRAINING ONE >

Administration > Reflector Management.

Figure 9-24: Customer Reflector Management Window

Step 2. Click the Add Reflector button.

Figure 9-25: Add and Register Reflectors

Note We will not be setting up a reflector in this lab. The following are the steps you would

normally perform to set one up.

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.

Page 130: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 130 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 5. Enter a Listen Port.

Step 6. Enter Voice Call Ports.

Step 7. Click the Register button. A Status window displays while processing.

Note 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 the Voice Quality Monitor.

Page 131: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 131 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 9-28: Customer Administration Screenshot

Step 1. From the Smart Care Control Panel navigation pane, choose CISCO TRAINING ONE >

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.

Page 132: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 132 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

Page 133: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 133 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 134: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 134 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 On 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 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.

Page 135: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 135 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 7. Select On 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. Select Active Monitoring.

Step 10. Select Passive Monitoring.

Step 11. Select Write to Startup Config.

Step 12. Click the Next > button to continue.

Figure 9-37: Voice Application Monitoring – Step 3 of 4

Page 136: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 136 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 9-38: Voice Application Monitoring – Step 4 of 4

Step 13. Click the Close button.

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 TRAINING ONE >

Administration > Voice to view the Voice Dashboard.

Page 137: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 137 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 9-30: Voice Dashboard - Status

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

Figure 9-41: Voice Device Assessment Dashboard

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

Note You may export Call Assessment details by choosing Export at the bottom of the

screen. You may choose .doc, .pdf, or .xls file formats.

Figure 9-42: Voice Call Assessment Dashboard

Page 138: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 138 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

Figure 9-43: Voice Passive Monitor Dashboard

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

Figure 9-44: Voice Quality Monitor Dashboard

Page 139: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 139 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

View 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 Personal Email Notification Preferences.

Page 140: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 140 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 10-2: Personal Profile – Personal Email Notification Preferences

Step 3. Click Subscribe 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 where you want the email sent.

Step 5. Select the frequency of notifications desired.

Step 6. Click the Save button to continue.

Step 7. Click Case Open Notification Preferences.

Page 141: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 141 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 10-4: Personal Profile – Case Open Notification Preferences

Use this window to set up 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

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.

Page 142: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 142 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 You can select one of the three 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).

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 Security Notice, a message similar to the figure below displays explaining the alert.

Page 143: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 143 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 10-7: Advisory Window

Step 4. If you click IntelliShield alert, you will be linked to the IntelliShield site for detailed information.

Figure 10-8: IntelliShield Advisory Window

Page 144: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 144 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 145: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 145 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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, where x is 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

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.

Step 5. In the Access Type field, choose Access Capabilities for the user from the drop-down menu.

Page 146: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 146 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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.

Page 147: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 147 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 customer’s 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.

Page 148: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 148 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

Page 149: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 149 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 7. Close the window.

Figure 12-5: Profile Configuration

Step 8. Choose Co-Brand with Provided Logo.

Step 9. Click the Save button.

Page 150: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 150 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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. Select CISCO TRAINING ONE >.

Step 2. Click the Edit button. The Customer Management – Edit Customer window displays.

Page 151: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 151 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 13-2: Customer Management – Edit Customer Window

Step 3. Enter the user’s CCO ID (Sctraining_custxx) that you want to add.

Note This customer’s credentials are the partner information supplied on the LabOps

Overview window under Smart Care User Access Information.

Step 4. Click the Submit button.

Note To delete a customer user, choose the user, and then click Delete.

Step 5. Go to Customer > CISCO TRAINING ONE > 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.

Page 152: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 152 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 an 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.

Page 153: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 153 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 Once the contact has been ordered, the device weightage cannot be changed.

Step 5. Normally you would click the Request for Quote button to continue, but we will not do this during

this lab.

Note We will not be generating a quote in this lab.

Do not click the Request for Quote button.

Page 154: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 154 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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).

Page 155: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 155 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 15-2: File Download Dialogue Box

Step 3. Click the Save button.

Step 4. For purposes of the training lab, 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.

Page 156: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 156 of 164

Cisco Smart Care Service – Training Lab Activity Guide

HANDS-ON PRACTICE 16:

Device Support Matrix

In this module you will explore a few other features that might be of interest to the customer.

Device Support Matrix – view 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).

Page 157: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 157 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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. Choose ICMP and enter a device IP Address: 192.168.0.1.

Step 3. Click the Run button.

Page 158: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 158 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Figure 17-3: ICMP Diagnostics Results

Note You may export the results of the Network Diagnostics to an .xls file by clicking

Export Report.

Note To run SNMP you will need the object ID, which is not provided in this activity.

Page 159: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 159 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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

Page 160: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 160 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 2. Choose 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. A

confirmation window displays Successfully deleted the customer.

Step 5. Click the Close button.

Activity 18-2: Exiting the Lab

Please complete these steps to clean up your lab and then 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

Page 161: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 161 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Step 3. Click to close the window.

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.

Page 162: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 162 of 164

Cisco Smart Care Service – Training Lab Activity Guide

.

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.

Page 163: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 163 of 164

Cisco Smart Care Service – Training Lab Activity Guide

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 lab. Thank

you.

Figure 18-10: GOLDLabs Header

Step 10. Click the button.

Figure 18-11: GOLDLabs Logout Confirmation Message

Step 11. Click the button.

Page 164: Cisco Smart Care Training Lab Activities.pdf

© 2013 Cisco Systems, Inc. All rights reserved. Cisco Confidential 164 of 164

Cisco Smart Care Service – Training Lab Activity Guide

Congratulations!

We hope your lab experience was beneficial and that you were able to reinforce your knowledge of Cisco

Smart Care Services.