Cisco Emergency Responder Administration Guide (DOC-7813718=)—Describes how to plan for, install, configure, manage, and use the CER application. An Adobe Acrobat (PDF) version of this manual is available in the CER administration online help.
CER Administration online help—Contains all of the information available in Cisco Emergency Responder Administration Guide. This ensures you have complete information even if you do not have the manual readily available while using CER.
Cisco Emergency Responder User's Guide—Describes how to use the end-user interface, used by onsite alert (security) personnel to obtain information about emergency calls. This guide is built into the end-user interface as the online help system. The online help includes a PDF version you can use to print the guide for distribution.
Important Notes
This section includes important information that did not get included in the CER manuals:
Cisco Emergency Responder does not support Cisco CallManager installed on the Cisco Integrated Communications System (ICS) 7750.
Cisco ER does not support Cisco ATA. Although Cisco ATA devices support CDP and SCCP, Cisco ER cannot automatically track them. You can add Cisco ATA devices manually and assign them to an ERL and Cisco ER will route calls from Cisco ATA devices based on the assigned ERL.
Before deploying CER throughout your enterprise, test the ALI submission process with your service provider, and with your service provider's help, test that the PSAP can successfully call back into your network using the ALI data. Each service provider and ALI database provider can have slightly different rules concerning ALI information. CER allows you to create ALI data according to the general NENA standards, but your service provider or database provider might have stricter rules.
Cisco CallManager supported version is 3.1(3a). CER 1.1 can also work with higher versions of the base 3.1 release, but not with 3.2 or higher releases.
During installation, CER resets the Administrator local user's password to blank. At the end of installation, you are prompted to change the password. If you leave the password blank, you will encounter the problem described in Table 4 for CSCdu76987.
The manual mentions how to open the CER web administration interface in a browser. You can also open the interface from the Start menu by selecting Start>Programs>Cisco Emergency Responder>CER Web Administration.
The MCS servers listed in the manual are not the correct servers for CER. Table 1 lists the correct servers.
Table 1 Supported Media Convergence Server Platforms
Component
MCS-7835-1266
MCS-7825-1133
Processor
Intel Pentium III, 1.266 GHz
Intel Pentium III, 1.133 GHz
Cache
512-KB Level 2 ECC cache
256-KB Level 2 ECC cache
Memory
1-GB 133-MHz Registered ECC SDRAM
1-GB 133-MHz Registered ECC SDRAM
Network Connectivity
Two Fast Ethernet NIC Embedded 10/100 Wake On LAN (WOL).
Two Fast Ethernet NIC Embedded 10/100 Wake On LAN (WOL).
Single 40-GB Ultra ATA/100 7200 RPM non-hot-plug drive
Integrated Ultra ATA/100 Controller Module
Floppy Drive
1.44-MB diskette drive
1.44-MB diskette drive
CD-ROM Drive
24X Max IDE CD-ROM Drive
Removable CD-ROM/Diskette drive assembly
Power Supply
Hot-plug redundant 400-watt power supply
180-watt PFC Power Supply
Video
Integrated ATI Rage XL Video Controller with 8MB Video Memory
Integrated ATI Rage XL Video Controller with 4 MB video memory
Backup Drive
Optional 20/40-GB DAT (digital audio tape) hot-plug drive
Not available
The administration guide mentions many of the conditions in which an emergency call is routed using the Default ERL. The Default ERL is also used for all emergency calls when the CER server is first started (or restarted when there is no standby CER server) until the initial switch-port and phone update process is finished (this process is started immediately).
When you configure the SNMP strings for your switches (as described in the administration guide), you must also configure the SNMP strings for your Cisco CallManager servers. CER must be able to make SNMP queries of all Cisco CallManager servers that it supports.
The administration guide lists the switches that CER supports. Note that hub topologies are not supported. Also note that DSL, VPN, ISDN, and other remote or dial-in technologies are not supported, which means that CER cannot support telecommuters who have phones linked into your network over these types of lines.
CER does not support survivable remote site telephony (SRST). If you deploy CER over a WAN link, the link must be active for CER to work correctly.
The administration guide explains how to create a Cisco CallManager user for CER's use, and lists the types of CTI ports and route points that need to be assigned to the user. This information must be complete before CER tries to create a provider with the CER cluster. CER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting CER will not be registered by CER.
If you add devices to the CER user in Cisco CallManager, you can force CER to recreate the provider using any of these techniques:
Restart the CER server.
Delete the Cisco CallManager server from the CER configuration and re-enter it.
Change the backup CTI Manager setting for the Cisco CallManager server in the CER configuration and click Update. This forces CER to log off the provider and recreate it.
Change the name of the user in Cisco CallManager, or create a new user, and associate all devices with it. Then update the CER configuration to use the new user.
CER directs emergency calls based on the ERL assigned to the phone from which a call is made. Most of the time, the ERL is determined based on the switch port to which the phone is connected. However, if the switch port is not assigned to an ERL, or if the call comes from a phone attached to the network in an unsupported manner, CER determines the ERL for the phone in this order:
If the phone number is defined as a manual phone, the call is routed based on the manual entry.
If you are sharing a line between an analog phone and an IP phone, and you define the analog phone manually, calls from the shared phone number might be routed based on the manual definition even if the call is from the IP phone. This will occur if the IP phone cannot be located by any CER group in the cluster.
If the phone is assigned an ERL on the unlocated phones list, and it has not been located in another CER group in the CER cluster, the call is routed based on this ERL.
If the phone is on the unlocated phones list but has been located by another CER group in the CER cluster, the call is routed to the other CER group, which handles the emergency call routing.
If CER cannot direct an emergency call using the route patterns assigned to an ERL, CER tries to use the route patterns assigned to the Default ERL. If this also fails, CER routes the emergency call to the security numbers assigned to the ERL (thus directing the emergency call to the onsite alert personnel assigned to the ERL).
Troubleshooting ALI Data Uploads
Periodically, you must export your ALI data and submit it to your service provider. The ALI data is used to route emergency calls from your network to the correct PSAP, and provide the PSAP with information about the location of the emergency call.
CER lets you export the ALI data in a variety of NENA formats. Ask your service provider which format you should use.
During the upload process, you might find that some ALI data records did not upload correctly. Your service provider should be able to provide you with a list of errors, or you might see these when using your service provider's data upload software. You must fix any mistaken records and resubmit the ALI data export file. To fix the records, you might need to manually edit the records in error.
These sections describe the general procedure for fixing ALI data records, and explain how to edit the various types of NENA formatted files:
If you receive data errors when uploading ALI records to your service provider, use this procedure to correct the errors.
Before You Begin
Obtain NENA Doc 02-010, Recommended Formats and Protocols for Data Exchange, from NENA or your service provider. This document explains the various NENA formats in detail.
Procedure
Step 1 Look through the error reports to determine the problems you encountered. Using the CER GUI, change the fields that were in error for the ERL/ALI records that failed. For example, if the Street Suffix was an unacceptable abbreviation, change it to an acceptable one. Save all of your changes.
Step 2 Export the ALI data again (see the online help).
Step 3 If any of the records in error were new, you must change the database function for the records. Because CER has already exported these records, CER will label them as updates rather than new insertions. However, because these records failed on upload, the service provider's database will view them as new.
Open the ALI export file in a text editor and change the function code for the records that you are fixing. Use an editor that will not add formatting or other extra characters. See these sections for details about editing the files:
Step 4 Submit the edited file to your service provider.
Editing NENA 2.0 and 2.1 File Formats
The NENA 2.0 and 2.1 file formats have these characteristics:
Fixed-length records
Fields are in a specific order
Unused fields are filled with blanks
End of record is indicated by an asterisk (*)
Use NENA Doc 02-010, Recommended Formats and Protocols for Data Exchange, to determine the byte location and length of each field. When you edit the file, ensure that you are not lengthening the records. Delete any extra spaces that get added. If the length of an item is less than the length of a field, pad the field with blanks. Depending on the field, padding might be on the right or the left.
The file contains one header and one trailer record. The ALI data records are contained between these records.
Table 2 describes the fields you are most likely to edit. You should use the CER GUI to change the other fields.
Table 2 NENA 2.0 and 2.1 Common Fields
Field
Description
Function Code
Location: Byte 1.
Length: 1 character.
Description: The database function for the record. One of:
I—Insert new ALI record
C—Change existing record. You must have successfully uploaded the record once before you can use C. If you are correcting a record that has never been successfully uploaded, change the C to an I.
D—Delete the record. CER only generates a deletion record once, in the export file created after you deleted the ALI from the CER configuration. If you need to regenerate the record, cut and paste it from the previous export file (and adjust the record count), or recreate the ALI in CER, save it, export the data, then delete the ALI and export the data again.
Cycle Counter (sequence number)
Location: Byte 62 to 67.
Length: 6 characters.
Description: The sequence number of the file you are submitting to the service provider (for example, 1, 2, etc.) The number is right-aligned with leading spaces. Your service provider might ignore this field.
Record count
Location: Byte 62 to 70 in the trailer record.
Length: 9 characters.
Description: The total number of records in the file you are submitting to the service provider (for example, 1, 2, etc.) The number is right-aligned with leading spaces.
Editing NENA 3.0 File Formats
The NENA 3.0 file format has these characteristics:
Variable-length records.
Fields are a tag and data combination, and can be in any order.
Unused fields are not included. The presence or absence of a tag has this effect:
If the tag is not included, the previous value of the element, if any, is left unchanged.
If the tag is included with a blank value, any previous value for the element is removed.
If the tag is include with a non-blank value, the value of the element is changed to the new value.
Tags are separated by a vertical bar (|).
End of record is indicated by a pre-defined character.
Use NENA Doc 02-010, Recommended Formats and Protocols for Data Exchange, to determine tag name and values for each field. Ensure that your values do not exceed the maximum length for the field. You do not need to pad fields with extra blanks.
The file contains one header and one trailer record. The ALI data records are contained between these records.
Table 2 describes the fields you are most likely to edit. You should use the CER GUI to change the other fields.
Table 3 NENA 3.0 Common Fields
Field
Description
Function Code
Tag: FOC.
Description: The database function for the record. One of:
I—Insert new ALI record (FOCI)
C—Change existing record (FOCC). You must have successfully uploaded the record once before you can use C. If you are correcting a record that has never been successfully uploaded, change the C to an I.
D—Delete the record (FOCD). CER only generates a deletion record once, in the export file created after you deleted the ALI from the CER configuration. If you need to regenerate the record, cut and paste it from the previous export file (and adjust the record count), or recreate the ALI in CER, save it, export the data, then delete the ALI and export the data again.
Cycle Counter (sequence number)
Tag: CYC.
Description: The sequence number of the file you are submitting to the service provider (for example, CYC1, CYC2, etc.) Your service provider might ignore this field.
Record count
Tag: REC in the header and trailer records.
Description: The total number of records in the file you are submitting to the service provider (for example, REC1, REC2, etc.)
Documentation Errata
This section lists mistaken information in the printed version of the Cisco Emergency Responder Administration Guide. Some of these errors have been corrected in the CER online help and on the cisco.com web site:
Chapter 4, section "Creating Emergency Responder Users," the list of Windows group names is correct. However, step 6 uses incorrect names for two of these groups. Instead of "E911SystemAdmins," read "CERSystemAdmin." Instead of "E911Users," read "CERUser."
Chapter 6, section "Collecting System Logs with Syslog," steps 2 and 3 are reversed. You must first enable Syslog before you can enter the name of the syslog server.
Appendix A, section "Telephony Settings," the description for UDP Port Begin incorrectly states that you must enter an even-numbered port. In fact, you can use an even or odd number, and CER uses the ports in sequence (for example, if you select 32000, CER uses 32000, 32001, 32002, and so forth).
Appendix A, section "Cisco CallManager Details," the description for the Cisco CallManager field says that clicking CCM List will show you the version running on the Cisco CallManager server, and whether that version is supported. In fact, this information is not shown.
Appendix A, section "CER Group Settings," these items are incorrect:
Minimum Heartbeat Count is 3 (not 1)
Minimum Heartbeat Interval is 30 (not 10)
Minimum Active Call Timeout is 30 (not 1)
The SMTP Mail server can also be entered as an IP address (as well as using the fully-qualified domain name)
Cisco Emergency Responder Known Problems
Known problems are unexpected behaviors or defects in the product. They are graded according to severity level. These release notes contain information about some of the known problems that you might encounter.
Table 4 describes restrictions or other known issues for using CER 1.1.
Table 4 Cisco Emergency Responder Known Problems
Bug ID
Summary
Explanation
CSCdu76987
Domain user can log into CER with an invalid password.
If you install Service Pack 2 on Windows 2000 Server, a domain user identified in one of the CER user groups can log into CER using an invalid password if the domain user's password is blank.
To avoid this problem, ensure that all domain users added to CER groups have non-null passwords.
CSCdw04143
IIS (inetinfo) can crash if there are more than 500 IP Softphones.
IP Softphones advertise themselves to CER on a periodic basis. If more than 500 IP Softphones happen to advertise themselves at the same time, inetinfo (IIS) does not handle this many requests gracefully and shows some erratic behavior.
We recommend you do not have more than 500 IP Softphones per CER group. If you run into this problem, restart IIS and the CER Admin server.
CSCdw04518
Change of switch families does not discover ports.
If you add a switch to the CER configuration, then reuse that switch's IP address for a switch of a different model, CER cannot discover the ports on the new switch. For example, if you add 10.10.10.12 to CER for a Catalyst 3500, then reassign 10.10.10.12 to a Catalyst 6000, CER cannot discover the ports on the Catalyst 6000.
To avoid this problem, if you reassign an IP address to a different switch model, remove the switch from the CER configuration, then add it back to the CER configuration. This allows CER to identify the changed switch model.
CSCdw05627
If the LDAP directory is unavailable when an emergency call is made, no call history records are generated.
CER saves call history information in the Cisco CallManager LDAP directory. Therefore, if the directory is unavailable, call history information for emergency calls made during the LDAP down-time is lost.
CSCdw10852
Gigabit Ethernet ports are not supported.
CER does not allow you to configure Gigabit Ethernet ports. Any phone directly attached to a Gigabit Ethernet port is not tracked.
CSCdw23712
Issues when transferring a call to the emergency number.
If you transfer a caller to the emergency call number (such as 911), the call is successfully transferred to the PSAP. However, there are some limitations to this:
The call is routed to the PSAP based on the ERL for your phone, not the caller's phone. Thus, the call might be routed to the wrong PSAP.
The PSAP receives callback information for your phone extension, not the extension of the caller who you transferred.
The notification sent to onsite alert personnel contains information about your phone, not the caller's phone.
CSCin02233
Unexpected behavior when moving a phone used with Extension Mobility
If you move a phone that is used with Extension Mobility (that is, so that users can log into the phone and receive calls to their own phone number), emergency calls might be misdirected if the phone moves between Cisco CallManager clusters that are supported by different CER groups.
For example, you move phone X from one CER group ABC to group DEF, but the phone still homes to the Cisco CallManager supported by group ABC. A user logs into the phone with extension Y and makes an emergency call. The call is routed using the wrong ERL in CER group DEF.
After CER performs a phone tracking process in group ABC, extension Y will show up as an unlocated phone in CER group DEF's GUI, with nothing listed in the remote server field. Now, if an emergency call is made from extension Y, it is routed based on Y's ERL in CER group ABC. This behavior is the result of MAC addresses not being transferred across inter-cluster links.
To avoid these problems, run a full switch-port and phone update process on both CER server groups, or wait for the incremental phone tracking process to run on both CER server groups.
CSCin02253
Misdirected emergency calls when using Extension Mobility and shared lines.
If you are using Extension Mobility on a phone, emergency calls might get misdirected if the user makes an emergency call before CER has run an incremental phone tracking process.
For example, you have two phones, X and Y, that use the same extension, 2000. A user logs into phone X to get extension 3000, and makes an emergency call before CER runs phone tracking. CER still sees phone X as having extension 2000, and matches the ERL based on this information (thus, routing the call based on the ERL assigned to phone Y). During the next phone tracking process, CER recognizes the new extension on phone X.
Obtaining Documentation
The following sections explain how to obtain documentation from Cisco Systems.
World Wide Web
You can access the most current Cisco documentation on the World Wide Web at the following URL:
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.
Ordering Documentation
Cisco documentation is available in the following ways:
Registered Cisco Direct Customers can order Cisco product documentation from the Networking Products MarketPlace:
Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).
Documentation Feedback
If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Leave Feedback at the bottom of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:
Cisco Systems Attn: Document Resource Connection 170 West Tasman Drive San Jose, CA 95134-9883
We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.
Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to
Streamline business processes and improve productivity
Resolve technical issues with online support
Download and test software packages
Order Cisco learning materials and merchandise
Register for online skill assessment, training, and certification programs
You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:
The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.
Inquiries to Cisco TAC 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.
Priority level 3 (P3)—Your network performance is degraded. Network 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.
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.
Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.
Cisco TAC Web Site
The Cisco TAC Web Site allows you 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. To access the Cisco TAC Web Site, go to the following URL:
All customers, partners, and resellers who have a valid Cisco services 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, go to the following URL to register:
If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:
If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; 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 will automatically open a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:
Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.
This document is to be used in conjunction with the documents listed in the "Documentation Roadmap" section.
