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Welcome to the Smart Call Home Community!

Our online forum for Smart Call Home customers to share, learn, and collaborate on Smart Call Home related topics. We encourage you to ask questions of Cisco experts, start a discussion, or share ideas and insight.

Smart Call Home enabled devices perform proactive diagnostics on their own components to provide real-time alerts and remediation advice when an issue is detected. An embedded support feature available on a broad range of Cisco products, it is provided at no additional cost with an active Smart Net Total Care Service, SP Base, Unified Computing Support Service, or Mission Critical Support Service contract for the designated products.

This Community will provide you with an overview about Cisco Smart Call Home features and how these features are embedded in a wide range of Cisco products to help your network. Smart Call Home provides higher network availability and support service quality.

Call Home Data Privacy

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One of the ways that Smart Call Home helps customers identify and resolve problems faster is by automating interactions with TAC.  Call Home automatically uploads items that are frequently required by TAC to resolve issues, including the saved and running configurations.

To limit privacy or compliance issues, the configuration upload feature is optional and turned off by default.  When enabled, Call Home masks any sensitive data not relevant to the support process.  Data is masked in the device so that it never traverses the LAN or the Internet.  Masked data includes usernames, passwords, and community strings.  The following is an example of the masked items from a device in my lab:

--------------------------------------------------------------------------------------------------------------------------------

enable password 7 XXXXXXXXXXXXXXXXXX

!

call-home

data-privacy level normal

profile "CiscoTAC-1"

  destination transport-method http

  no destination transport-method email

  destination address email XXXXXXXXXXXXXXXXXX

  destination address http XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

profile "CiscoTAC-2"

  destination transport-method http

  no destination transport-method email

  destination address http XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

!

cwmp agent

management server username XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

!

username XXXXXXXX privilege 15 secret 5 XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

username XXXXXXXX privilege 15 password 7 XXXXXXXXXXXXXXXXXX

snmp-server community XXXXXXXX v1default RO

----------------------------------------------------------------------------------------------------------------------------

Call Home version 2, which is currently available in the ISR G2 running 15.2(2)T and above, adds the option to mask the IP Address and Hostname.  Note that masking the hostname may cause some Smart Call Home processing rules to fail, so it is only recommended in environments that absolutely require this degree of privacy.

The new options in call home are:

Data-privacy level high

Data-privacy hostname

Combined, they mask these additional items in our sample config:

hostname XXXXXXXXXXXXXXXXXX

!

ip domain name XXXXXXXXX

!

interface GigabitEthernet0/0

ip address XXXXXXXXXXXXXXXXXXXXXXXXXXX

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