This document describe the steps needed to open a service ticket with Webex Contact Center (WxCC) technology through support case manager. You need to have a support contratc associted with your CCO ID. Case owner's manager is informed when a case is reopened. System prompts for CCO user details for authentication and authorization of valid support contract. 0 Helpful Share To make sure your request is prioritized correctly, Cisco has established service request severity definitions. You can now change the status of the case to "Cisco pending" in. Device specific Proactive TAC Alerts (critical issues applicable to your device) displayed in the context of a case are now extended to Cisco IOS, IOS XE, Wireless controller and Identity Services Engine products. 01:36 PM. Learn more about how Cisco is using Inclusive Language. I request you to confirm original problem relevance prior to reopening a case. Subset of valid phone numbers aren't detected correctly. Step 4. Start over, Help and Feedback icons are shown as square boxes instead of actual icons in Web interface. View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone, View on Kindle device or Kindle app on multiple devices. They will ask if they can check to see if the currently assigned engineer is on shift. Namaste Please remember to rate useful posts, by clicking on the stars below. Cisco device serial number. If this is P1/P2 case and assigned TAC engineer is not on shift, you could either wait for him/her (depending on the time you have) or ask for a new TAC Engineer that would be ready to work with you. Share questions, suggestions, and information about networking solutions, products, and technologies with users, in real time, around the globe, in Cisco Community. All rights reserved. To raise priority, call Cisco TAC helpline (phone lines per country can be found above) and provide case number and reason for raising priority. Use these resources to familiarize yourself with the community: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I am now able to check your user profile and provide next steps if you aren't able to open a case in Support Case Manager. Case note added as part of requeue request handling isn't visible for customers and partners. You can ask "@TAC connect to engineer" in. Cisco offers a broad range of award-winning support services designed to maintain high-quality network performance while controlling operational costs. Clicking the "Start Over" button in web interface doesn't reset the current dialog. get the serial number of the device that you want to raise the case for, TAC should be able to identify if it has support or not. Try to have ready some data (product versions, diagrams, etc.) I will send Release-note notifications during your local day time. Thanks for taking the time to use me. Preferred contact method (email address or phone number) The information in this document was created from the devices in a specific lab environment. The case summary section consists of Problem Description, Current Status and Action Plan. /add-participant command isn't working in web interface. You can call this number in US to open case. Incorrect interpretation of phone contact method in escalation dialog. You can request to be contacted via email for escalation follow-up. I'm not having a problem with the engineer, in this case. All the recipets added in this field will be copied in all future communication pertainting to this service request. A-3 Troubleshooting Guide for Cisco CallManager Release 5.0(1) OL-8764-01 Appendix A Opening a Case With TAC TAC Web - OS version - Show tech (IOS gateway) - Cisco CallManager load (Skinny gateway) Switch - OS version - VLAN configuration Dial planNumbering scheme, call routing Ideally, submit a Visio or other detailed . 3) For escalations or raise priority. You can use the Cancel button to easily exit from a given dialog. Technical error message is displayed even if the case is requeued correctly. The leading + sign in the phone number is missing in the case notes added in the context of raise severity requests. During a TAC service request, if it is necessary to replace a hardware component, the Cisco TAC will arrange for the correct component to be shipped to you from a Service Depot. Requeue or escalate TAC cases by email [ In reply to] jneiberger at gmail. Cisco TAC is a valueable resource to help you on technical issues/topics(from config assistance till troubleshouting). High-Touch Operations Managers (HTOM) are notified when a case is escalated. To raise priority, call Cisco TAC helpline (phone lines per country can be found above) and provide case number and reason for raising priority. c) Contact Preference: Three ways TAC can reach out i.e. I will inform you the interim point of contact in the case status response if the case owner is out of office. On cisco.com in Support & Learn section navigate to Contact Support and use the option Open a new Case. Response time for managers is increased from 3 to 5 minutes for escalation requests. Corrected the inability to specify certain phone number prefixes for callback. The alliance account executive serves as a liaison between both the seller and its service providers, and it is in charge of developing, maintaining, and trying to manage serious relationships with present and projected partners. I want to be sensitive and tactful in asking Cisco to reassign my case, but 1. Unable to perform requeue due to Requeue in progress message. You might wait for a few minutes (depending on TAC's load) but shortly new TAC engineer would work with you on the issue. /owner command gives () as the case owner when case yet to be assigned. Managing Your Support Case You will need to access the specific support case from the Support Cases tab in CSP. I can display case notes that are in markdown format. Note: You must have of the following to request assistance: Your Cisco.com ID (CCO ID) and contact information (full name) Anticipated severity level. 05-30-2019 You will now receive diagnostics information to be collected and related reference links right within the external. You can request a case to be re-opened if it was closed within the last 14 days. You can search for a specific case with the Search Cases option on the right side. When you need technical assistance, you can resolve issues quickly using the resources and tools available through your Cisco Technical Services contract. Text displayed in Webex card to capture schedule dispatch reason is not wrapped. Engineer availability check is skipped in "connect to engineer" and "request new engineer" dialog if the case is owned by Sherlock (Technical consulting engineer, Virtual). Cisco recommends that you have appropriate Cisco ID (CCO ID) with valid support contract to access Support Case Manager Portal. Expand your technical skills and stay current on the latest technology advances through online technical training presentations and live and recorded online Cisco Technical Support Seminars. You and Cisco will commit all necessary resources around the clock to resolve the situation. /owner command gives () as the case owner when case is yet to be assigned. You need to work it out with management for them to accept the risk is low enough for them to approve going ahead with the work without Cisco TAC. 24-Hour award-winning technical services for Cisco products and technologies. Step 5. Severity 1 (S1): Your network or environment is down or there is a critical impact to your business operations. Adaptive card is not used to get privacy consent in Webex interface. Step 2. Sometimes you open a TAC case at certain time and based on opening time, TAC case is routed to appropriate TAC center (TAC has offices around the world) but then you see that time zone difference between you and TAC engineer does not help to find a convienent common time for troubleshouting. Technical error observed for schedule dispatch request if the user selects a time slot that is either in the past or within the next hour. You can use /feedback command to provide bot or case related feedback. Both my current TAC technician and his direct manager are located in Mexico City and I haven't heard from them since the earthquake. DISCLAIMER: this post was created in order to provide useful info to Cisco partners and customers in my area (Greece/Cyprus and Malta). You can ask "@TAC connect to engineer" in RMA guided workflows if you need assistance after the RMA is created. If this is P1/P2 case and assigned TAC engineer is not on shift, you could either wait for him/her (depending on the time you have) or ask for a new TAC Engineer . > cisco-nsp mailing list cisco-nsp@puck.nether.net > https: . Connect and collaborate with networking professionals. Proactive TAC alerts aren't shown for specific types of cases. Incorrect error message when an unassigned case is escalated. Jul 19, 2012, 11:58 AM Post #3 of 4 (3278 views) Permalink. The phone number field in web interface is too long. Raising severity of a case from 4 to 3 is not working. Docs and Videos link is available in web interface. You can cancel an escalation, connect to engineer and raise severity request mid-dialog by saying cancel. In this video, we demonstrate how to create a Cisco TAC case within Cisco Intersight. I will now check the engineers out of office status as part of connect to engineer, requeue and raise severity workflows. 08-23-2005 09:27 AM. Unable to select time slot in schedule dispatch dialog. Severity 4 (S4): You require information or assistance with Cisco product capabilities, installation, or configuration. The case status response now includes case owner's working hours if they are configured. The information in this document is based on support case manager utility and not based on specific hardware. Simply say "connect to Duo". This video covers how to open a TAC Case, what details to included to get the best TAC engineer, to get the case resolved as fast as possible and how to esca. Use these resources to familiarize yourself with the community: Customers Also Viewed These Support Documents, https://apps.kaonadn.net/4357027/TAC/index.html. that would be easy to upload to the case whenever needed. 03:00 PM Say "@TAC change status to cisco pending" or "@TAC /cisco-pending . - edited Customers Also Viewed These Support Documents. Step 1. Engineers can choose callback in 15, 30 and 60 minutes in response to connect to engineer request. You may be asked to provide feedback on whether the case summary provided as part of case status response is useful. Access the case by clicking on the Case Number in the CSP Support Cases view. Find answers to your questions by entering keywords or phrases in the Search bar above. Get to know about critical issues, tool updates and articles relevant to a Cisco product or solution handled in a TAC case. Tool tip is added to "Chat with Webex Teams" icon in web interface to explain its functionality. The better info you provided to TAC, the better and quicker result you will get. I will ask for phone number in S3/S4 case requeue dialogs only if your case communication preference is phone. connect to engineer) must not be allowed. Case creation form opens up where partner or customer can choose these parameters as per the present situation and requirement. Several message updates to simplify user experience. database and collaborative networking spaces make it easy to get the Technical error message is displayed when an already closed case is requested to be closed again. I have an ongoing TAC case that I need to have resolved in a certain amount of time. For official and updated information, please consult cisco documentation, datasheets and ordering guides. Increase Connect to engineer and Raise severity response timeout from 1 minute to to 3 minutes to give more time for case owner to respond. Acquire the advanced skills of Cisco TAC engineers in networking fundamentals, IP routing, LAN switching, and voice on the Cisco Learning Connection Website. Case note is not added when a severity of a case is raised from S4 to S3. You can ask basic questions related to case management. Phone number re-prompt message is updated to inform the expected number format. Users are reminded to use @TAC while interacting with the bot in a multi-user virtual space. 11-03-2018 1 408 526 7209. or. information you need. Example: How to upload a file? Politely ask them to not bother because you want a new engineer. You can add participants to CC-list using /add-participant command in 1:1 spaces and multi-user spaces. The Cisco Technical Assistance Center (TAC) provides unparalleled technical support service to Cisco customers, partners, and resellers. I will also reach out to the interim contact when you request connect to engineer, requeue or raise severity of a case. https://tacconnect.cisco.com requires login even if the user is already logged in another cisco.com website. I will give guidance when you say that a case is not assigned and inform the support team to take action. The SR got stuck in a weird state because of a contract issue that has since been The fastest way to create S3 and S4 service requests and submit them to the TAC is to use Support Case Manager. I will show contextual tasks as part of case status response. Select "Option 1" for a Live Customer Hand-off to a Cisco engineer. Click the. To learn more about or purchase Cisco Technical Services, see Technical Services. Step 3. You can use Support Case Manager to track progress or to To best meet customer's needs, TAC provides two types of support: Online at the Cisco TAC Web Site www.cisco.com/tac Via email/phone through the TAC Escalation Center Step 2. Cisco account username (CCOID) that is associated to the switch support contract. First thing you do tomorrow morning is call TAC directly. New here? > cisco-nsp mailing list cisco-nsp@puck.nether.net > https: . Cisco Technical Services help to ensure that your Cisco products and network operate efficiently and benefit from the most up-to-date system and application software. You no longer need to authenticate one more time to get RMA and Bug status. Customers who already have access to the case can add another participant in the external virtual space using @TAC /add-participant command. Support Case Manager Open a new support case Worldwide - English Brazil - Portugus China - France - Francais Germany - Deutsch Hong Kong SAR - Japan - Korea - Poland - Polski Taiwan - Worldwide - English Learn how to re-queue a case.Start now at https://tacconnect.cisco.com When you need technical assistance, you can resolve issues quickly using the resources and tools . Enter the case number in the field then click ' Go! Phone support: For a list of global contact numbers, see, Product Serial Number, Chassis Serial Number, or Virtual License Number, Product Model Number and its hardware configuration, Severity Level of the Issue (see definitions), Meaningful case title stating the problem accurately, Output from show tech command (if applicable) and all other You can go here and open a case. ciscogini. Date and time in case note update is considered as case number. Please find the latest Release-notes below. To check the status of your service request / add notes / upload additional files, visit: https://mycase.cloudapps.cisco.com/case (Requires a Cisco.com User ID) Notes : If you have a service contract but have not registered for a Cisco.com User ID, see the Registration Guide located at: http://www.cisco.com/web/help/reg/general_reg.html S1 or S2 service requests: For S1 or S2 issues, or if you do not have Internet access for S3 and S4 issues, contact the Cisco TAC by telephone to submit your service requests. How to log a support case with Cisco. Concurrent requests of the same type (e.g. Severity 3 (S3): Operational performance of your network or environment is impaired while most business operations remain functional. The Cisco Technical Assistance Center (TAC) provides unparalleled technical support service to Cisco. - edited /update is not working when case note content has special characters. The following information will help expedite your case: If you are not completely satisfied with the progress on resolving your service request, please contact your regional technical support center and ask to speak with the duty manager. Find answers to your questions by entering keywords or phrases in the Search bar above. If you still have issues with TAC handling, you can call Cisco TAC helpline and ask to talk TAC Duty Manager to either engage more resources or even change the TAC engineer. The issues will be presented in two sections - Critical issues (applicable to devices in your network) and Trending issues (commonly observed in the field). The same is explained in a demo video HERE. Workaround and Fixed Releases options are missing in bug applicability check response in specific scenarios. Link to Release-notes is available in web interface. Create Space contextual task is displayed even if the communication preference is already set to Virtual Room. Case owner manager information is shown in case status response. Reference to case number is lost when the adaptive card is deleted in Webex interface. Case status request returns technical error for specific type of cases. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. System prompts for CCO user details for authentication and authorization of valid support contract. Case title is missing in my cases response. United States 1 800 553 2447. Open a service request to talk to a Cisco TAC engineer or use Cisco.com online resources to get technical information on demand. You can find your cisco.com userID by asking, You can unsubscribe from Release-note notifications by entering. You can track RMA shipment using the tracking number and courier name in RMA status response. Proactive TAC Alerts will be shown by default in case status response. %20 is displayed in Engineer and Manager phone number instead of space character. Remember that if you have a sev1 issue, you will not have time to sit down and describe your environment. The aforementioned can have a significant impact on the revenue expansion of connection collaborators. Schedule dispatched cases can't be requeued. 11:06 PM, Please could you show me how contacting Case TAC, because i tried to do it since a long time but without result, i'll hope that you could help me for solving this issue because i c'ant add any account in my CCM, You can call this number in US to open case, http://www.cisco.com/en/US/support/index.html. relevant output, Relevant syslog/tacac logs before the issue occurred, Product Support: For solutions for Cisco hardware and software product issues, see, Technology Support: For solutions for issues with technologies enabled by Cisco products, see. 1) For urgent network down issues (sev1/sev2) , please open a case via phone- not via email or chat. This is applicable only for Webex Teams desktop clients. documents and tools, software updates, access to the TAC Case Collection I will leverage case owner's working hours to efficiently handle raise severity requests. The definition of case escalation is explained and confirmation obtained prior to escalation. User confirmation to contact case owner is skipped in requeue workflows if engineer working hours is not configured. The documentation set for this product strives to use bias-free language. All of the devices used in this document started with a cleared (default) configuration. Configuration examples, technical notes, command references, feature guides, and other information are organized into two main sections: In addition to calculators and software download utilities, use interactive online support tools and resources for configuration, design, troubleshooting, installation, assessment, and service request management. I can now understand new ways of requesting connect to engineer, raise severity and requeue. Creating a service request using Support Case Manager. Detailed next steps are shown when a case can't be viewed due to permission error. Cisco provides around-the-clock, award-winning technical support services, online and over the phone to all customers, partners, resellers, and distributors who hold valid Cisco service contracts. User will be requested for explicit approval if the new participant doesnt have case access. d) CC Recipients: This is an optional field where additional email addresses can be provided. Cisco Contract ID (optional) Step 3. I'm not having a problem with the engineer, in this case. Enthusiast. Ability to provide feedback about a case using /case-feedback command. a) Serverity: Depend on the issue and business impact appropriate severity option can be selected. you also need a vallid cco account that has the service contract of the device associated with it. If your network is live, make sure that you understand the potential impact of any command. 01:20 AM You can see your list of favorite cases using. Resolve technical issues quickly using the Cisco Support Website. Succesfull authroization loads the Support Case Manager application page with the option to Open New Case. Thank you message received after completion of a task isn't correctly handled. d) Problem Descripton: Free form editor with 32K character limit is present where detail description of the issue with examples and customer organization ID infromation can be provided. You can get instructions on how to cancel a RMA. Re-queue and raise severity are allowed even if the case is yet to be assigned. Intermittently there is no bot response and the session gets stuck in Webex Teams interface. I will leverage case owner's working hours to efficiently handle connect to engineer and re-queue requests. I will give an option to connect with TAC Duty manager if the case owner's manager isn't available within the next 15 minutes for escalation related callback. Step 6. Case escalation isn't working in specific scenarios. I will request you to confirm email address as part of request new engineer and escalate dialogs. Cases that are scheduled to be dispatched in the future can't be escalated and raised for severity change. 2) Provide accurate and detailed info- have main data prerared in advance! Instructions for using Cisco TAC Connect Bot My first step was to issue the command "create a virtual space" followed by my case number. Jul 19, 2012, 11:58 AM Post #3 of 4 (3284 views) Permalink. Case is allowed to be reopened even if it was closed more than 14 days under specific conditions. Technical error is intermittently observed when requesting case status. Before raising a case with Cisco Technical Assistance Center (TAC) please have the following information available: Collect # show tech-support. 7. I will now provide Field engineer details as part of RMA status response. This created a new space with the service request number as the name and automatically invited me, the TAC engineer, and the partner's engineer. Connect to engineer dialog is enhanced to connect with Cisco TAC Frontline if the user doesn't have a case number. Service order/RMA status tool for advance hardware replacement. You can request to be connected to Duo support team. New here? 08-23-2005 You can either ask "check " or click the ", You can get return status of a RMA by asking ". if it has just call TAC. From the Software Download page you can confirm software compatibility, investigate hardware and software issues, download specific applications or updates, and access a comprehensive database of release information. See Support Case Manager Help for a list of case statuses and their definitions. The SR got stuck in a weird state because of a contract issue that has since been You can now provide your extension number along with phone number for callback scenarios. After the form is completed Submit Caseoption will crete the service request and ensure the request reaches the right resource in technical assistance center. Progress indicator is displayed when I am working on reassigning your case. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Case status response is missing for a subset of cases that are schedule dispatched. Depend on the issue one can choose the desired subtechnology, select the orgnaization mapped to your CCO user profile and click on Open Casebutton. You can check applicability of specific critical bugs to your device. Call the Cisco's Technical Assistance Center (Cisco TAC) at 800-553-2447. When you contact the Technical Assistance Center (TAC), you will be asked to assign your request a severity level. Phone number input made easy in web interface! Progress bar is displayed in the web browser interface when performing tasks of longer execution time. Input fields have a black background color in the chat window displayed within Support Case Manager. Technical error is observed when you request close case, reopen case, request update after a 10 minute timeout of the previous request. I will inform how to delete files that were uploaded using /update command. In these cases, you could call TAC Front line and ask to requeue case to an new TAC engineer on your time zone. Requeue or escalate TAC cases by email [ In reply to] jneiberger at gmail. -----------------------------------------------------, you can follow this post if you like, in order to get updates. Managers have an option to callback in 30 minutes or an hour if they aren't immediately available for case escalations. S3 or S4 service requests: Use Support Case Manager to quickly submit S3 and S4 service requests. You can request a case to be schedule dispatched by specifying the date, time and time zone. You are now able to save 50 cases as favorites. via Phone, Email or virtual space throug webex. From Cisco Community, you can also join Community Live or Ask Me Anything events. When you select Contact Center option this brings up a drop down menu showcasing all the possible sub technologies present in webex contact center environment. Case numbers starting with 69 are not recognized. Cisco Technical Services help to ensure that your Cisco products and network operate efficiently and benefit from the most up-to-date system and application software. Email address displayed in the final response for case reassignment request shows case owner email address instead of requester email address. Start over button doesn't work when clicked after requesting case to be closed. 03-13-2019 This is an experimental feature. You can also link to other software-related technical support. That should do the trick. Mid-dialog request switch is supported in connect to engineer dialog. You and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels. Bot stops responding in Webex Teams interface. As per the need desired option can be selected and phone and email details can be provided. You and Cisco will commit fulltime resources during normal business hours to resolve the situation. I will check your case update privileges prior to performing tasks such as connect to engineer, escalate, requeue, raise severity, close case and reopen case. Provide the SR number and ask them to requeue for the next available engineer. You can add authorized participants to a virtual space using. I will ask for phone number in S3/S4 case requeue dialogs only if your case communication preference is phone. There is little or no effect on your business operations. Options. If you have any suggestions for new community posts, would be glad to hear them. Succesfull authroization loads the Support Case Manager application page with the option to Open New Case. I will request confirmation that you are a Duo administrator prior to connecting to Duo support. To track the status of your replacement part, enter your Service Order/RMA number, purchase order number, TAC service request number, TAC task, or ship-to ID and the status tool will provide an update on your service order/RMA. 2022 Cisco and/or its affiliates. Severity 2 (S2): Operation of an existing network or environment is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. In the Open New Casecreater case flow select Webex as product and in category Contact Center. You can cancel a requeue request mid-dialog. Cisco Technical Services Resource Guide - at a glance, https://apps.kaonadn.net/4357027/TAC/index.html (select TAC Capabilities/Engage with TAC). update your service requests with notes and attached files. If they are not willing, Engage Cisco TAC as you've already paid for the SmartNet service. Online On cisco.com in Support & Learn section navigate to Contact Support and use the option Open a new Case. Step 1. 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