Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario
v
Cisco ICM Software Custom Screen Builder User Guide
Preface
Obtaining Technical Assistance
Cisco TAC inquiries are categorized according to the urgency of the issue:
•
Priority level 4 (P4)—You need information or assistance concerning Cisco product
capabilities, product installation, or basic product configuration.
capabilities, product installation, or basic product configuration.
•
Priority level 3 (P3)—Your network performance is degraded. Network
functionality is noticeably impaired, but most business operations continue.
functionality is noticeably impaired, but most business operations continue.
•
Priority level 2 (P2)—Your production network is severely degraded, affecting
significant aspects of business operations. No workaround is available.
significant aspects of business operations. No workaround is available.
•
Priority level 1 (P1)—Your production network is down, and a critical impact to
business operations will occur if service is not restored quickly. No workaround is
available.
business operations will occur if service is not restored quickly. No workaround is
available.
The Cisco TAC resource that you choose is based on the priority of the problem and
the conditions of service contracts, when applicable.
the conditions of service contracts, when applicable.
Cisco TAC Web Site
You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both
cost and time. The site provides around-the-clock access to online tools, knowledge
bases, and software. Access the Cisco TAC Web Site at:
cost and time. The site provides around-the-clock access to online tools, knowledge
bases, and software. Access the Cisco TAC Web Site at:
All customers, partners, and releasers who have a valid Cisco service contract have
complete access to the technical support resources on the Cisco TAC Web Site. The
Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid
service contract but do not have a login ID or password, you can register at:
complete access to the technical support resources on the Cisco TAC Web Site. The
Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid
service contract but do not have a login ID or password, you can register at:
If you are a Cisco.com registered user, and you cannot resolve your technical issues by
using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open
tool at:
using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open
tool at:
If you have Internet access, we recommend that you open P3 and P4 cases through the
Cisco TAC Web Site.
Cisco TAC Web Site.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues.
These classifications are assigned when severe network degradation significantly
impacts business operations. When you contact the TAC Escalation Center with a P1
or P2 problem, a Cisco TAC engineer automatically opens a case.
These classifications are assigned when severe network degradation significantly
impacts business operations. When you contact the TAC Escalation Center with a P1
or P2 problem, a Cisco TAC engineer automatically opens a case.
A directory of toll-free Cisco TAC telephone numbers for your country is available at: