Руководство Пользователя для Cisco Cisco Computer Telephony Integration Option 9.0
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About This Guide
Obtaining Technical Assistance
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4
service requests. (S3 and S4 service requests are those in which your network is
minimally impaired or for which you require product information.) After you
describe your situation, the TAC Service Request Tool automatically provides
recommended solutions. If your issue is not resolved using the recommended
resources, your service request will be assigned to a Cisco TAC engineer. The
TAC Service Request Tool is located at this URL:
service requests. (S3 and S4 service requests are those in which your network is
minimally impaired or for which you require product information.) After you
describe your situation, the TAC Service Request Tool automatically provides
recommended solutions. If your issue is not resolved using the recommended
resources, your service request will be assigned to a Cisco TAC engineer. The
TAC Service Request Tool is located at this URL:
For S1 or S2 service requests or if you do not have Internet access, contact the
Cisco TAC by telephone. (S1 or S2 service requests are those in which your
production network is down or severely degraded.) Cisco TAC engineers are
assigned immediately to S1 and S2 service requests to help keep your business
operations running smoothly.
Cisco TAC by telephone. (S1 or S2 service requests are those in which your
production network is down or severely degraded.) Cisco TAC engineers are
assigned immediately to S1 and S2 service requests to help keep your business
operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553 2447
EMEA: +32 2 704 55 55
USA: 1 800 553 2447
For a complete list of Cisco TAC contacts, go to this URL:
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has
established severity definitions.
established severity definitions.
Severity 1 (S1)—Your network is “down,” or there is a critical impact to your
business operations. You and Cisco will commit all necessary resources around
the clock to resolve the situation.
business operations. You and Cisco will commit all necessary resources around
the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or
significant aspects of your business operation are negatively affected by
inadequate performance of Cisco products. You and Cisco will commit full-time
resources during normal business hours to resolve the situation.
significant aspects of your business operation are negatively affected by
inadequate performance of Cisco products. You and Cisco will commit full-time
resources during normal business hours to resolve the situation.