Device Firmware Migration Overview

Perform the new and automated device firmware migration from Control Hub, so that you can migrate your enterprise devices to cloud. You can migrate the required Enterprise Firmware phones to Multiplatform Phone Firmware (MPP) from Control Hub. The Multiplatform Phones (MPP) are powered by Webex Calling solutions, and they are compatible with third-party call control systems.

This feature helps to migrate the registration of a phone from one of the following devices to Webex Calling:

  • Unifed CM with on-premises calling

  • Unified CM with hosted calling using Hosted Collaboration Solution.

  • Cloud calling via Spark Calling

Use the migration wizard on Control Hub to prepare your devices for migration. The migration wizard automates the device license generation and checks the device eligibility before you start the migration. This tool helps you to migrate your devices and assign it to the existing Webex users or workspaces.

All phones that are migrated to MPP firmware using this tool must use Webex Calling.


Before you perform the device firmware migration, make sure that you meet the following requirements:

Use the migration wizard on Control Hub to prepare the devices for migration. Using the wizard you can perform tasks, such as create a migration task, add devices, generate device licenses, check the device eligibility, and so on.

Before you begin: - Identify devices in Unified CM that you wish to migrate and gather information about the devices.

The migration wizard helps you to perform the following tasks and to start the migration.


From the customer view in Webex Control Hub, go to Services > Migrations. On the Migrate Enterprise phones to Multiplatform (MPP) firmware card, click Get started.

The Firmware device migration page appears.

Click Step 1: Review migration prerequisites to view the list of prerequisites.


Read and complete all the prerequisite tasks before you proceed. For more information, see Device Firmware Migration Overview.


Click Step 2:Firmware migration.

You can view the list of tasks, if you've already created them.

You can use the Search field to search for a task name that you have created or click the Filter by status drop-down list to filter the tasks based on the status, such as Draft, In progress, and Completed. You can also sort the columns based on the details.


Click Start a new task to start a new migration task.

Enter a unique task name for each migration task. You can use a combination of the device name or creation date for the migration task name. For example, 8800-01-01-21. Having a unique name for a task helps you to quickly identify and track the status and progress of your migration tasks.

Do not have space in the migration task name. Replace the space with an underscore as Cloud-Connected UC accepts underscore in the file name.


On the Firmware migration from Enterprise to MPP page, enter the task name in the Task name field.


Click Next.

The Add devices page appears.
You can add multiple devices to a location. To add devices, enter the required device details into a comma separated values (CSV) file and upload it. When you upload the file, the data is provided to Control Hub and it generates the device information and verifies the device eligibility for migration. If you've entered incorrect device details or want to modify the details, you can download the CSV file, update it, and then reupload the file.


From the Add devices page, go to the Download template files section to download the following files:

  • Export user attributes—You can get a list of all the users in your organization and their associated attributes so you don't have to manually look up each user.

  • Download CSV template—You can use the default template and enter information such as username, type, MAC address, and device model.


If you already have a CSV file and don't require a template, then enter the details in the CSV file. Here is an example of the CSV file.

The following table contains the parameters in the CSV file and the description.

Table 1. CSV File Parameters




Enter one of the following values:

  • USER


An existing user and place that belongs to the organization. However, a user must exist in the organization.

You can create a place if it is not available. However, provisioning of the place depends on the attributes that you enter.


Enter one of the following values:

  • Email ID of the user—If you’ve chosen USER as the Type.

  • Place—If you’ve chosen PLACE as the Type. Specify the name of the Place. Example:- Meeting Room, Conference Room etc.

Directory Number

If you've chosen the Type as:

  • USER—The Directory Number must be blank. Do not enter any value.

  • PLACE—The Directory Number is mandatory. It must be an integer value which is a valid E164 number.

Direct Line

If you've chosen the type as:

  • USER—The Direct Line must be blank. Do not enter any value.

  • PLACE—The Direct Line is available and is valid for the specified location.

The Direct Line is a valid E164 number based on the region.

Device Type

Enter IP as the valid value for Device Type.


Enter the model of the device. This is a mandatory field.

The device model must be supported by migration.

MAC Address

Enter a 12-digit unique identifier. This is a mandatory field.

You can also enter the MAC address as a 6x2-pair hexadecimal digits separated by a colon.


Activation code onboarding is not supported when migrating the Enterprise phone firmware to MPP.


Enter the name of the location.

Specify a location name that exists in the organization, if not, the default location is selected. The location is identified based on the name and not by UUID or site ID.


Choose one of the following options to upload the file to the Upload section.

Make sure that the devices that are already configured in Webex Calling are not added to the CSV file that you plan to upload. This results in the device not being added to the CSV file.
  • Drag and drop the updated CSV file.

  • Browse to the location of the CSV file, select the file, and then click Open.

The Upload status section displays the following details:
  • Added—Total number of devices added to the migration task.

    Errors—Total number of errors. You can either choose to resolve the error or proceed without resolving the errors. To resolve the errors, export the errors to the CSV file, resolve them, reupload the CSV file, and then continue.

    If you proceed without resolving the errors, the devices with errors is not included in the migration task.
  • Total uploaded—Total number of devices that you've uploaded.


    If you use the same task for subsequent CSV uploads, the device count is appended to the device total.


Click Next.

The Check device migration eligibility page appears.
You can migrate only those devices with an eligible and unknown status. However, devices with unknown eligibility may not be successful during migration. You can migrate devices individually or in bulk.

Use the Search field to search for any attributes, such as name, type, location, directory number, Webex extension, device model, MAC address, eligibility, and so on. The search is case insensitive and supports partial match search. You can also click the All (Eligibility) drop-down list to filter the list of eligible, ineligible, and unknown devices.

The following table lists the total number of devices and their eligibility status:

Table 2. Device Eligibility Status



Total devices

The total number of devices added to the migration task.


The maximum number of devices supported for a migration task is 1000.

Eligible devices

The total number of devices that are suitable for migration.

The eligibility status of the device appears in green.

Ineligible devices

The total number of devices that aren't suitable for migration. There is not enough information to decide if these devices can migrate.

The eligibility status of the device appears in red.

Devices with Unknown Eligibility

The total number of devices with inadequate information therefore cannot decide on migrating the devices.

For example, the device details are not available. These devices may or may not be successful during migration. For procedure to check the migration eligibility for these devices, see the Overview section in the Convert between Enterprise Firmware and Multiplatform Firmware for Cisco IP Phone 7800 and 8800 Series Guide.

The eligibility status of the device appears in yellow.

To migrate your phone to integration (ENT) or if the phone is in Transition Load (TL) state, then you must physically access the phone as the web access to MPP phones is disabled.


From the Check device migration eligibility page, click the All (Eligibility) drop-down list, check the eligible and unknown devices check boxes to filter the devices, and then click Prepare for migration.

You can also click Download to download and view the list of all device details.
The Prepare for migration confirmation page appears.

Choose one of the following options:

  • Click OK to generate device licenses for Webex Calling devices.

  • Enable the Migrate devices with unknown eligibility toggle to generate device licenses for devices with unknown eligibility.

The Firmware device migration page appears with the following tasks and status:
Table 3. Task Status

Task Status



Ready for Migration

The Prepare for migration task is complete. If there are any errors, you can view them, and if required, take necessary actions.

Click the Ready for Migration task status to view the following tabs:

  • Error—The list of errors, if any, are displayed here. You can resolve the errors or contact TAC for assistance.

  • Successful—The list of successful devices that are ready for migration.

Ready with Errors

The Prepare for migration task is complete and there are errors. You can continue to migrate.

The list of devices that are successful and some devices with errors. You can continue migration with the devices that are successful.

In Progress

The task is in progress.

You cannot perform any tasks while the Prepare for migration task is in progress.

Review errors

The task indicates that all devices have errors.


The task is in draft status and has not yet started.

Supported Phone Models

The following table lists the supported phone models that can be converted from Enterprise to Multiplatform firmware.

Table 4. Supported Phone Models

7800 Series (*limitations apply)

8800 audio series

8800 video series




CP-7821-K9=*(VO3 or later)



CP-7841-K9=*(V04 or later)


CP-7861-K9=*(V03 or later)




After you complete the preparation for migration, download the text files.

Generation of files is based on the different phone models that are used for migration. The files contain a list of device names and Unified CM uses this file to find the devices.


From the Firmware Migration, choose the device from the list. Select the Complete Migration button.

Click the Complete Migration button to download the files or click the Ready for Migration task, and from the Actions drop-down list choose Complete Migration. The Complete Migration window appears.


Complete the migration by following these steps:

  1. Click Download files to download the csv files.

  2. Ensure all Phone Load versions are 12.5(1)SR2 or higher.

    For more details, see Firmware Updates in the Unified CM Administration Guide.

  3. Connect wireless phones to a wired connection.

  4. Log into Cisco Unified Communications Manager and then select upload files. See Upload Files in Unified CM for details.

  5. Verify the migration completion status using the Control Hub. From the customer view in Webex Control Hub, go to Devices and view the list of devices. You can find the newly migrated phones in the list. For more information, see the article for details.


On applying the new firmware for the wireless phones, the phone loses its wireless network settings. We recommend following these steps for the wireless phones:

  1. Connect the phone to the network via Ethernet.

  2. Complete the migration for the phone.

  3. Reconnect the phone to the network via Wi-Fi.

If the phone is stuck with the message "Configuration check in progress." Power cycle the phone.

Upload File to the Server

Perform the following procedure to upload the file to Cisco Unified Communications Manager.

The upload file name must always use alphanumeric (a-z, A-Z, or 0-9) characters. Special characters include hyphens (-), dot (.), and underscore (_). Also, the file name should not begin with a dot nor contain multiple dots.

The downloaded files contain the list of devices that were sucessfully provisioned on Control Hub and are ready to migrate. The admin can use the file to select the devices for migration firmware. Use these steps to select the devices from the download file and perform the migration:


Log in to Cisco Unified Communications Manager.


From Cisco Unified CM Administration, choose Bulk Administration > Upload/Download Files.


Click Add New.

The File Upload Configuration window appears.

In the File text box, enter the full path of the file that you want to upload, or click Browse and locate the file.


From the Select the Target drop-down list, choose the target as Phone.


From the Transaction Type drop-down list, choose the transaction type as Update Phone - Custom File.


Check the Overwrite File if it Exists check box, if you want to overwrite an existing file with the same name.


Click Save.

The upload status appears.

Repeat steps 4 to 8 for all the generated files.

Update Phones Using Custom File

Perform the following task to upload the phones using a custom file.


Make sure that you have the list of devices that you plan to update and also a text file with the options such as Device name, Directory name, and Description.


From Cisco Unified CM Administration, choose Bulk Administration > Phones > Update Phones > Custom File.

The Update Phones Custom Configuration page appears.

From the Update Bulk Phone Template where drop-down list, choose Device Name.


Click Find. The phones that are listed in the files, if available, appear on this page.


Click Next.


Check the required parameters check boxes and update the details such as description, phone load name, load server, and so on, in the respective fields. There are 2 groups in the text files that you download from Control Hub, which are:

  1. Group 1 where the text files have a list of mixed-model phones (such as 7821, 7841, 7861). For this group, use the COP file without any load server configuration.

  2. Group 2 where each text file has one model of phones. Use the Cisco upgrader server, if you do not want to install the COP files.

    Set the Load server to and select the Phone Load based on the phone model as shown:

Device Type

Phone Load



Other 78xx






Other 88xx


To download the migration firmware COP files, use


From the Job Information section, choose one of the following options:

  • Run Immediately—Click this button to start the job immediately.

  • Run Later—Click this button to schedule the job sometime later.


Click Submit.


Repeat steps 1 to 7 for all the generated files.


To view the status of the submitted job, go to Cisco Unified CM Administration, choose Bulk Administration > Job Scheduler.


Select your job to view the job status.