Pertaining To: Cisco UC540W and UC560W customers with CLI configured systems needing support from the Small Business Support Center. (Video Available) CLI, or “command-line interface” is a method for interacting with Cisco devices or operating systems by entering specific commands to perform particular tasks. Cisco Support Policy requires that any Cisco Small Business UC540W or UC560W with a valid service contract requiring CLI support have a Cisco UC Specialized Partner present during the troubleshooting and resolution process with the Small Business Support Center. This policy was put in place due to the specialized training required to configure Cisco UC540W or UC560W systems using CLI. Cisco UC Specialized Partners who have had such specialized training typically utilize CLI to enable advanced UC540W or UC560W system features or to customize the UC540W or UC560W features to customer-specific network environments or requirements. Partner involvement during the support process helps ensure that these advanced or customized features continue to function as intended and speeds issue resolution.
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Over the past several months, we have significantly enhanced Cisco Configuration Assistant (CCA), a GUI-based configuration tool for the UC500 Series platforms, to enable our partners to successfully configure complex installations. In August, we introduced a support policy whereby Cisco would support new UC540/UC560 deployments with CCA only. This went into effect on January 3, 2011 with the availability of CCA release 3.0. The CCA-only policy was developed to ensure consistent and successful deployments, reduce complexity and improve the overall supportability of the platform. In many cases, following the feature reference guide, implementing via CCA and utilizing the Office Manager application will provide the best possible experience for the partner and maximize their profitability. Office Manager can only be supported in CCA-only deployments, as it requires a well-understood IOS configuration to function correctly. Since that announcement, many partners with a Unified Communications (UC) Channel Partner Specialization (Express-UC, Advanced-UC or Master-UC) have expressed the preference to deploy UC540/UC560 platforms via IOS CLI. Our UC Specialized Partners possess strong technical skills which provide them with the capability to successfully deploy the UC540/UC560 platforms using CLI. As a result, the Small Business Support Center will provide UC540/UC560 CLI support to UC Specialized Partners. We are modifying the support policy to allow UC Specialized Partners to choose CLI as a Cisco supported configuration tool. The Small Business Support Center (SBSC) will provide CLI support to these UC Specialized partners with a valid service contract. For clarity, a Small Business Support Service or Small Business Partner Rapid Response Service contract is required for support independent of whether the partner chooses CCA or CLI for configuration. The supported feature set will be limited to what is published in the Product Data Sheet and SBCS Feature Reference Guide. It is important to understand that once a partner chooses to use CLI for configuration, CCA may no longer be used. Once configuration changes have been made in CLI, using CCA will lead to system instability which typically results in partner and customer dissatisfaction. Once a configuration has been modified using CLI, SBSC engineers will provide support via CLI-only. In summary, the following are the supported partner and deployment scenarios: 1. Configuration via CCA. Support via CCA. Available to all partners. Office Manager is supported. 2. Initial configuration performed via CCA and completed via CLI. Support via CLI. Available to UC Specialized Partners. Office Manager is not supported. 3. Configuration via CLI. Support via CLI. Available to UC Specialized Partners. Office Manager is not supported. UC520 support remains unchanged; it is supported by Cisco TAC via a SMARTnet agreement. The Cisco team is constantly listening to you, our partners, and is committed to your success with the UC500 platform. Thank you for your interest and valuable suggestions! Mark Monday Sherri Liebo Ved Sharma Vice President Vice President Director Small Business Technology Group Ci sco Services Technical Services
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