/mcpCisco Secure Telnet Structure The external relay server establishes the connection between your network and Cisco Systems by building a Telnet tunnel. This enables you to transmit the IP address and password identifier of your Unified Communications Manager server to your CSE. The password comprises a text string upon which your administrator and the CSE mutually agree. Note Your administrator starts the process by initiating the Telnet tunnel, which establishes a TCP connection from inside your firewall out to the relay server on the public Internet. The Telnet tunnel then establishes another connection to your local Telnet server, creating a two-way link between the entities. The Telnet client at the Cisco TAC runs in compliance with systems that run on Windows NT and Windows 2000 or with UNIX operating systems. Note After the Cisco Communications Manager at your site accepts the password, the Telnet client that is running at the Cisco TAC connects to the Telnet daemon that is running behind your firewall. The resulting transparent connection allows the same access as if the machine were being used locally. After the Telnet connection is stable, the CSE can implement all remote serviceability functionality to perform maintenance, diagnostic, and troubleshooting tasks on your Unified Communications Manager server. You can view the commands that the CSE sends and the responses that your Unified Communications Manager server issues, but the commands and responses may not always be completely formatted. Set up a Remote Account Configure a remote account in the Unified Communications Manager so that Cisco support can temporarily gain access to your system for troubleshooting purposes. Procedure Step 1 From Cisco Unified Operating System Administration, choose Services > Remote Support. Step 2 In the Account Name field, enter a name for the remote account. Step 3 In the Account Duration field, enter the account duration in days. Step 4 Click Save. The system generates an encrypted pass phrase. Step 5 Contact Cisco support to provide them with the remote support account name and pass phrase. Security Guide for Cisco Unified Communications Manager, Release 15 and SUs 303 Troubleshooting Cisco Secure Telnet Structure