1

August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist
Preinstallation Checklist
The purpose of the checklist shown in Table 1-1 is to ensure that you have gathered the necessary
information and resources to successfully install Cisco Smart Care. This preinstallation checklist is
designed to be used in:
Presales to install and configure the current software client or VM player-based virtual collector on
your laptop for the purpose of demonstrating Smart Care
Postsales to install and configure the network collector (hardware or virtual) in your customer's
network to initiate Smart Care services
The information in the table should be obtained prior to installation to help ensure a successful and
efficient installation.
Table 1-1 Preinstallation Checklist
Partner and Customer Information
Partner Name Customer Name
Partner Cisco.com ID Customer Cisco.com ID
Partner Technical Contact Customer Contact
Partner Readiness Check Response/Partner Notes
As a Cisco partner about to present Smart Care to
a prospective customer, you must:
a. Have installed and tested the current software
client or VM player-based virtual collector on
your laptop.
b. Have made arrangements with the customer
to present Smart Care.
Prior to going to the customer site, ensure that you
have:
Completed the partner registration for Smart
Care
Created the customer information in Smart
Care (Administration > Customer
Management)
Given the engineer going on-site
administrator capability in Smart Care
(Administration > Users)
Purpose: This step helps ensure that you are
professional, prepared, and effective in presenting
Smart Care to a customer.
2
August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist
Customer Network Information Response/Partner Notes
1. Collect information on the customer's
network topology. Obtain the following:
Subnet information
Number of devices
Types of supported Smart Care devices (see
Support > Device Support Matrix for full list)
Location of firewalls, proxy servers,
RADIUS, TACACS servers
Purpose: This information will be used to run
discovery and inventory service.
2. Collect information on firewalls and
nonstandard port numbers used on devices.
a. Does the customer have a firewall that blocks
specific protocols (ICMP, UDP, HTTP,
HTTPS, Telnet, SSH, Syslog, TFTP and
SNMP) between the collector and the devices
to be managed that Smart Care requires to run
successfully.?
If Yes, unblock these protocols. If No,
continue.
b. Does the customer use any non-standard port
numbers for ICMP, UDP, HTTP, HTTPS,
Telnet, SSH, Syslog, TFTP and SNMP?
If Yes, unblock needed ACLs or create a new
rule allowing Smart Care to send ICMP, UDP,
HTTP, HTTPS, Telnet, SSH, Syslog, TFTP
and SNMP packets. Smart Care needs these
protocols on standard port numbers to access
devices. If No, continue.
c. Does the customer network (firewall) block
outbound HTTPS (port 443) connection to
https://tools.cisco.com?
If Yes, unblock to allow connection to
https://tools.cisco.com
If No, continue.
Purpose: This step allows Smart Care to connect
to the network devices.
Table 1-1 Preinstallation Checklist
Partner and Customer Information
3
August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist
3. Collect information on the customer's
network that spans multiple locations.
a. Does this network span multiple
locations?
If Yes, the collector needs to be placed on the
network at a location where it can reach all
devices in the network with the protocols
listed in step 2.
If No, go to step 4.
b. Identify the part of the network that can
reach all devices (all subnets). The
collector needs to be present on that part
of the network. Only static NAT mapping
is supported between the collector and
the network that it needs to manage.
c. Will it be in a DMZ (network edge)?
If Yes, make the necessary configuration
changes to allow the client to see the full
network.
If No, continue.
Purpose: This step helps ensure that Smart Care
can communicate with all the devices in a
multisite network.
Table 1-1 Preinstallation Checklist
Partner and Customer Information
4
August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist
4. Collect information on network management
devices.
Is the customer running an intrusion detection
system (IDS), network management devices,
syslog, or VPNs?
If Yes, the IDS on the network may notify the
network administrator that a discovery is
occurring at night, or VPN may cause an
issue with connectivity of the Smart Care
client to the devices. Smart Care uses syslog
for passive monitoring so make sure the
customer syslog configuration works with
Smart Care. If necessary, you can configure
the Smart Care client as a syslog server.
If No, continue.
Purpose: This step helps ensure that network
management devices do not prevent Smart Care
from communicating with all the devices in the
network.
Customer Device Information
1. Collect information on qualifying devices.
a. Review the Supported Devices list in the
Smart Care Control Panel (Support >
Device Support Matrix) to ensure the
devices installed in the customer's
network are supported by Smart Care.
b. Determine the number of supported
devices that the customer has.
c. Identify the IP address ranges for these
devices.
Purpose: This step helps ensure that the customer
network qualifies for Smart Care coverage.
Table 1-1 Preinstallation Checklist
Partner and Customer Information
5
August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist
2. Collect information on SNMP.
Note the SNMP (v1 or v2c or v3) credentials for
all devices in the network for which Smart Care
will cover.
ICMP is used to discover devices, and SNMP is
used to determine the device type of the
discovered devices.
SNMP must be enabled on all devices for
discovery to work. If SNMP is not enabled, you
will have to manually add the devices Smart Care
cannot see.
Cisco devices support the following characters in
the SNMP community string: a-z A-Z 0-9, _ . ; *
% # + - $ ~ ! ^ ( ) @ | = : For more information
on configuring Cisco network devices, refer to the
appropriate device type in How to Configure
SNMP Community Strings:
http://www.cisco.com/en/US/partner/tech/tk648/
tk362/technologies_tech_note09186a0080094aa4
.shtml
For information on configuring SNMP for
applications based on the Cisco Unified
Communications Operating System, refer to the
appropriate SNMP version described in the
chapter Understanding Simple Network
Management Protocol of the Cisco Unified
Serviceability Administration Guide:
http://www.cisco.com/en/US/partner/docs/voice_
ip_comm/cucm/service/8_6_1/admin/sasnmdes.ht
ml
For information on configuring SNMP for
applications based on Microsoft Windows, refer
to the section Setting a Media Server's SNMP
Services Community String Rights in Appendix
F of the user guide for Cisco Unified Operations
Manager:
http://www.cisco.com/en/US/docs/net_mgmt/cisc
o_unified_operations_manager/8.0/user/guide/CC
M.html#wp1019439
Cisco Unified Communications Manager and
Cisco Unity users must have SNMP set up. See
Setting a Media Server's SNMP Services
Community String Rights in the link above for
help with this.
Purpose: This step helps ensure that Smart Care
can discover devices in the network.
Table 1-1 Preinstallation Checklist
Partner and Customer Information
6
August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist
3. Collect information for applications.
Gather Telnet or SSH passwords (login and
enable). These are required for the command-line
interface (CLI) for Cisco IOS Software devices
and for the HTTP/HTTPS login information
required by Cisco Unified Communications
Manager and other applications. This information
is needed to complete the inventory successfully.
Purpose: This step enables the inventory service
to collect required serial number and
configuration information on the devices.
4. Collect proxy server information (if
supported).
Where used, gather proxy server information
(proxy server, proxy port, proxy username, and
proxy password) and enter it in the appropriate
Smart Care client configuration screen.
Purpose: This step gathers information needed
for HTTP traffic and to complete the client
configuration. It is not required if a proxy
configuration is not used.
Smart Care Collector Information
1. Do you have access to current release notes,
configuration guide, and partner user guide?
If Yes, proceed.
If No, download from the current documentation
from:
https://supportforums.cisco.com/community/netp
ro/solutions/smart_services/smartcare
Purpose: This step provides you with
release-specific information on new features, tips,
limitations, bugs, and fixes.
2. Have you verified that you are using the
current version of Smart Care? If Yes,
continue.
If No, please do so. If you need help, refer to the
Collector Versions section of the release notes.
Purpose: This step helps ensure that you are
using the latest version of the Smart Care
collector. Using an incorrect version may result in
some features/enhancements not being available.
Table 1-1 Preinstallation Checklist
Partner and Customer Information
7
August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist
Now that you have all the information you need, register the collector with the Smart Care portal
following the instructions in the Configuration Guide.
To download the Configuration Guide, go to:
https://supportforums.cisco.com/community/netpro/solutions/smart_services/smartcare
Network Collector (Hardware or Virtual)
Information
1. Does the network collector use SSH, the
console or Telnet to access network device
remotely?
If Yes, enable SSH on the network collector by
entering access enable.
If No, continue.
Purpose: This step facilitates remote connections
to the customer network by the Cisco Technical
Assistance Center (TAC) and the partner for
support and troubleshooting. Not enabling SSH
does not affect the functioning of the network
collector on the customer network.
Table 1-1 Preinstallation Checklist
Partner and Customer Information
8
August 6, 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Partner Confidential
Preinstallation Checklist