• Information You Will Need, page 468
• Online Cases, page 469
• Related Topics, page 469
Information You Will Need
When you open a case with the Cisco TAC, you must provide preliminary information to better identify and
qualify the issue. You may need to provide additional information, depending on the nature of the issue.
Waiting to collect the following information until you have an engineer request after opening a case inevitably
results in resolution delay.
• Required Preliminary Information, on page 468
• Network Layout, on page 468
• Problem Description, on page 469
• General Information, on page 469
• Online Cases, on page 469
• Related Topics, on page 469
Required Preliminary Information
For all issues, always provide the following information to TAC. Collect and save this information for use
upon opening a TAC case and update it regularly with any changes.
• Network Layout, on page 468
• Problem Description, on page 469
• General Information, on page 469
Network Layout
Provide a detailed description of the physical and logical setup, as well as all the following network elements
that are involved in the voice network (if applicable):
• Obtain the Cisco Business Edition 3000 release that is running on your server. (Click the About link in
the GUI.)
• Obtain the software release that is running on the gateway.
• Identify the OS version and the VLAN configuration for the switch.
• Identify details of your dial plan; for example, provide the main business number and extension range.
• Identify the devices that are having issues. Include the IP addresses for the devices.
Ideally, submit a Visio or other detailed diagram, such as JPG. Using the whiteboard, you may also provide
the diagram through a Cisco Live! session.
Administration Guide for Cisco Business Edition 3000, Release 8.6(4)
468 OL-27022-01
Information You Will Need
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