Convert Cisco 7800 and 8800 Series IP Phones Between Enterprise and MPP Firmware
This document provides an ordering guide for converting Cisco 7800 and 8800 series IP phones between Enterprise and MultiPlatform Phone (MPP) firmware. MPP firmware allows these phones to work with approved third-party call control systems and Cisco Webex Calling.
Note: Firmware designed for Cisco Unified Communications Manager is referred to as "Enterprise firmware." MPP phone firmware is not supported on Cisco Unified Communications Manager.
Firmware Migration Overview
MPP firmware is available for certain models of the 6800, 7800, and 8800 series. However, only the 7800 and 8800 series can run either MPP or Enterprise firmware. Migration between these firmware types is possible with the appropriate license.
Important: For new phone orders, it is recommended to purchase the correct phone SKUs for the intended deployment (MPP vs. Enterprise) rather than buying one type and converting it. Firmware conversion is primarily for migrating existing enterprise customers to the cloud.
User experience and features differ between Enterprise and MPP phones. A proof of concept is advised before migrating customers.
Eligible Devices for Firmware Migration
From Enterprise to MPP:
- 7800 Series: 7811, 7821 (V03+ to V24), 7841 (V04+), 7861 (V03+), 7832
- 8800 Series: 8811, 8841, 8851, 8851NR, 8861, 8832, 8832NR, 8845, 8865, 8865NR
KEMs (Key Expansion Modules) do not require migration. Data loss may occur for Call History and Local Contacts during migration.
Note: All listed 8800 audio series phones can convert to MPP. V15 and later hardware versions require minimum 11.3.3 MPP firmware and cannot downgrade. 8821 and 8831 are not eligible for MPP migration. 8832/8832NR may have unsupported features like Wi-Fi and Daisy Chain when migrated to MPP.
MPP to Enterprise Firmware Migration
Table 2 lists eligible devices for MPP to Enterprise firmware conversion.
| 7800 Series | 8800 audio series | 8800 video series |
|---|---|---|
| CP-7811-3PCC-K9= | CP-8811-3PCC-K9= | CP-8845-3PCC-K9= |
| CP-7821-3PCC-K9= | CP-8841-3PCC-K9= | CP-8865-3PCC-K9= |
| CP-7841-3PCC-K9= | CP-8851-3PCC-K9= | CP-8861-3PCC-K9= |
| CP-7861-3PCC-K9= | CP-8832-3PCC-K9=* | |
| CP-7832-3PCC-K9= |
*Minimum MPP 12.0.3SR1 firmware required.
Migration Licensing
A per-device cost applies for migration licenses, except for customers migrating to Webex Calling using the Webex Control Hub migration assistant tool.
Migration License SKUs:
- Enterprise to MPP (E2M):
- L-CP-E2M-88XX-CNV=: For 8800 series Enterprise phones.
- L-CP-E2M-78XX-CNV=: For 7800 series Enterprise phones.
- MPP to Enterprise (M2E):
- L-CP-M2E-88XX-CNV=: For 8800 series MPP phones.
- L-CP-M2E-78XX-CNV=: For 7800 series MPP phones.
Migration licenses are locked to a MAC address and cannot be used on different phones.
Migration Processes
Enterprise to MPP Conversion
1. For Webex Calling:
- Use the new Webex Control Hub migration assistant tool.
- Migration licenses are automated (no need to order).
- Requires a calling service for users.
- Phones migrated via this tool are authorized only for Webex Calling.
- Converted phones can be migrated back to Enterprise firmware without a license.
The process involves setting up the organization for Webex Calling, using the Control Hub migration assistant, and triggering the firmware upgrade via tools like https://upgrade.cisco.com/e2m_converter_wxc.
2. For Other Call Controls:
- Order licenses via Cisco Commerce Workspace (CCW) using SKUs like L-CP-E2M-88XX-CNV=.
- Receive a Product Authorization Key (PAK) via email.
- Use the PAK in the License and Registration Portal to upload MAC addresses and obtain licenses.
- Authorize the upgrade via license, e.g., using https://upgrade.cisco.com/e2m_converter_3rd.
MPP to Enterprise Conversion
- Order licenses via CCW using SKUs like L-CP-M2E-88XX-CNV=.
- Receive a PAK and use the License and Registration Portal to upload MAC addresses.
- Authorize the upgrade via license, e.g., using https://upgrade.cisco.com/m2e_converter.
- Zero-touch options are available.
Gathering Device Information
To verify migration eligibility and generate licenses, gather the following device information:
| Device Information | Example | Importance |
|---|---|---|
| PID (model) | CP-8841-K9= | MUST |
| VID (version number) | V03 | MUST |
| MAC address | 321ABC432DEF | MUST if migrating to MPP |
| Serial number | FCH20100312/WZP20100113 | Recommended |
UCM-Based Manual Migration Methods
Enterprise to MPP (UCM-based)
- Check Phone Version: Ensure the phone model and version are eligible based on Table 1.
- Upgrade Enterprise Firmware: Ensure phones run at least 14.2.1SR1 or the latest Enterprise firmware. Links to release notes are provided for 7800 and 8800 series.
- Obtain MPP Firmware: Download 12.0.(3) or the latest MPP firmware (e.g., sip78xx.12-0-3MPP0001-87.loads for 78xx series). For 8832, minimum 12.0.3SR1 MPP firmware is required. Upload these firmware files to the UCM's TFTP server.
- Upload License File: Obtain the license file from Cisco and upload it to the UCM's TFTP server.
- Configure Phone in UCM: Log in to UCM, find the phone by MAC address, and set the "Phone Load" to the appropriate MPP firmware file name (e.g., sip78xx.12-0-3MPP0001-87). Save and apply changes.
- Provision Phone: After the phone reboots with MPP firmware, access its web interface. Navigate to Voice -> Provisioning and set the "Firmware Upgrade" to "tftp://CUCM-ip-address/MAC-Upper-case.lic" and "Transition Authorization Type" to "Classic".
MPP to Enterprise (UCM-based)
- Factory Reset Phone: Perform a factory reset using a specific key sequence if the phone is password-protected.
- Upgrade MPP Firmware: Ensure phones run at least 12.0.(3) or the latest MPP firmware (e.g., 12.0.3SR1 for 8832).
- Obtain Enterprise Firmware: Download the required Enterprise firmware (e.g., sip78xx.14-2-1-0101-26.loads for 78xx series) and upload it to the UCM's TFTP server.
- Upload License File: Upload the MPP to Enterprise migration license file to the UCM's TFTP server.
- Configure Phone in UCM: Access the phone's web interface. Navigate to Voice -> Provisioning. Set the "Upgrade Rule" to point to the Enterprise firmware file on the UCM (e.g., https://cucm-ip-address:6970/sipxxxx.14-2-1-0101-26.loads) and the "Transition Load Authorization Rule" to the license file (e.g., https://CUCM-ip-address:6970/$MAU_M2E.lic).
- Register Phone: After the upgrade, register the phone to UCM using DHCP Option 150 or Alternate TFTP.
Frequently Asked Questions (FAQ)
Q: How do I know if I have an Enterprise phone or an MPP/3PCC phone?
A: Check the label on the back of the phone. If the PID includes "3PCC", "3PC", or "3PW" after the model number, it is an MPP/3PCC phone. Otherwise, it is an Enterprise phone. You can also check the phone's status screen via the Applications and Settings key; "Information and settings" indicates MPP, while "Applications" likely indicates Enterprise.
Q: Does migration cost anything?
A: Migrating phones to MPP firmware for Webex Calling using the Webex Control Hub migration assistant tool is free. For all other migrations, a per-device migration license cost applies.
Q: How do I order firmware migration licenses?
A: For Webex Calling migrations, licenses are automated via the Control Hub tool. For other migrations, contact a Cisco partner or authorized distributor and use SKUs like L-CP-E2M-88XX-CNV= or L-CP-M2E-88XX-CNV=. Always perform a device eligibility check before ordering.
Q: Can I use a migration license on a different phone?
A: No, migration licenses are node-locked to the phone's MAC address.
Q: How does Return Materials Authorization (RMA) work for migrated phones?
A: The replacement phone uses the same SKU as the original. If a phone is migrated and then requires RMA, a new migration license must be acquired for the replacement phone, as the original license is tied to the returned phone's MAC address. The replacement phone must go through the same migration process.
Q: Can I migrate an Enterprise phone to MPP and then back to Enterprise firmware?
A: Yes. If you migrated to MPP using firmware 11.3.3 or later, you can convert back to Enterprise firmware without a license, following the MPP to Enterprise process. If you used older migration firmware (e.g., 11.2.3), an MPP to Enterprise license is required. For 8832, ensure MPP firmware is 12.0.3SR1 or later. Phones showing "Classic" or "WxC" in the "Transition Authorization Type" field can migrate back without a license.
Q: Is the user interface the same for Enterprise and MPP firmware?
A: No, the user experiences differ significantly. End-user training may be necessary to adapt to changes in call appearance, feature activation, and other functions.
Q: How do I get technical support during firmware migration?
A: For customers without an existing service contract, applicable service SKUs (e.g., CON-SW-LCPE2M8V) must be ordered with the migration licenses for software-only support.
Q: Who should I contact for support?
A: For license generation issues, contact Global Licensing Operations (GLO) via https://mycase.cloudapps.cisco.com/case?swl. For firmware migration issues, contact the Cisco Small Business Support Center via https://www.cisco.com/c/en/us/support/web/tsd-cisco-small-business-support-center-contacts.html.
Q: What if a customer uses UCM and is migrating to BroadWorks or BroadCloud?
A: Customers can migrate 7800 or 8800 series phones that support migration when moving users to BroadWorks or BroadCloud. Refer to Table 1 for supported phones.
Q: Are there plans to enable Enterprise phones to register natively to BroadSoft systems?
A: No, due to the size differences in firmware images, there are no plans to bundle all call control support into a single binary model.
Q: Can I perform this migration in the field for a few phones?
A: No, Cisco's third-party software licensing agreements require adherence to the documented process. Migrating outside this process violates these agreements.
Q: What if a customer purchased the wrong phone type?
A: Customers must contact the point of sale to return incorrect orders and purchase the proper phones. Cisco does not replace or migrate phones for ordering errors.
Q: Can customers get licenses for demo/lab use?
A: Yes, firmware migration licenses are available under the Not For Resale (NFR) program at a 100% discount for limited demo/lab quantities. Contact a Cisco partner or representative for details.
Cloud Upgrader
The Cloud Upgrader provides instructions and example videos for migration projects:
- Enterprise to MPP conversion for Webex Calling: https://upgrade.cisco.com/e2m_converter_wxc
- Enterprise to MPP conversion for other call controls: https://upgrade.cisco.com/e2m_converter_3rd
- MPP to Enterprise conversion: https://upgrade.cisco.com/m2e_converter
Appendix A: Webex Control Hub Migration Tool
For customers migrating to Webex Calling, the Webex Control Hub migration assistant tool automates firmware migration licenses. This tool is used for converting Enterprise phones to MPP firmware, and these phones are authorized only for Webex Calling. Converted phones can be migrated back to Enterprise firmware without a license.
Appendix B: How to Generate Licenses for Firmware Conversion
License generation involves the following steps:
- Go to the License and Registration Portal (LRP): https://slexui.cloudapps.cisco.com/SWIFT/LicensingUI/Quickstart#
- Sign in with your cisco.com registered email.
- Navigate to "PAKs or Tokens" to find your delivered PAK. Select it and click "Get License".
- Proceed through the "Get New Licenses from a Single PAK/Token" screen.
- Choose an input method:
- Bulk Upload: Download an Excel template, populate it with MAC addresses (and other required data), upload the file, and verify the review page.
- Manual Upload: Enter device details (MAC address, PID, etc.) manually, up to 10 devices at a time, and proceed through the review and submit steps.
- The system generates license files, which are sent to your email address. Check the transaction history for status updates ("In Process" to "Processed").
- Download the license zip file, which contains individual license files named by MAC address (e.g., 00CCFC123456.lic).
Appendix C: Overview of Cisco IP Phone Multiplatform Phones User Experience
User experience overviews are available at:
- Cisco IP Phone 6800 and 7800 Series: https://s3.amazonaws.com/bsftsupportcenter/Tutorials/Cisco_6800_7800/story_html5.html
- Cisco IP Phone 8800 Series: https://s3.amazonaws.com/bsftsupportcenter/Tutorials/Cisco_8800/story_html5.html
