How Do I Get Technical Support During Firmware Migration?; Who Should I Reach Out For Support? - Cisco 7800 Series Firmware Migration Master Manual

Q: Is the user interface for the phone the same for both Enterprise and MPP
firmware?
A: No. The user experiences are quite different between the two call control platforms. End-user training may be required to understand the
differences in call appearance, feature activation and other features. End-user documentation is also available from cisco.com.
Q: How do I get technical support during firmware migration?
A: For customers ordering firmware migration licenses, if they do not have an existing service contact with Cisco, they will need to add the
applicable service SKU from the list below at the time of ordering firmware migration licenses to get SW only (No RMA) support.
License SKU
L-CP-E2M-88XX-CNV=
L-CP-E2M-78XX-CNV=
L-CP-M2E-88XX-CNV=
L-CP-M2E-78XX-CNV=
Q: Who should I reach out for support?
A: Support information:
•
For Product Upgrade Tool (PUT) issues:
•
For license generation issues: GLO (Global Licensing Operations) -
https://globalcontacts.cloudapps.cisco.com/contacts/contactDetails/en_US/c1o2
•
For firmware migration issues: SBS (Small Business Support) Center -
business-support-center-contacts.html
Q: What if the customer uses Unified CM and is migrating to Broadworks or
Broadcloud?
A: If the customer has 7800 or 8800 series desk phones that support the migration capability, the customer can migrate those phones as they
migrate users to Broadworks or BroadCloud. A list of supported and unsupported phones is provided above.
Q: Are there any plans to enable enterprise phones to register natively to Broadsoft
systems?
A: The Enterprise and Broadsoft phones have different software images. Given the size of these images, there is no plan to bundle all variants
of call control support into a single binary.
Q: My customer has only a few phones to migrate, can you just tell me how to do
this in the field?
A: No. This migration cannot be done without following our process. If we were to migrate phones outside the process, Cisco will be in
violation of our 3rd party software licensing agreements.
© 2015 Cisco and/or its affiliates. All rights reserved. This document is Cisco Internal Information.
Service SKU
CON-SW-LCPE2M8V
CON-SW-LCPE2M7N
CON-SW-LCPM2E8C
CON-SW-LCPM2E7X
https://forums.cisco.com/OperationsExchange/s/article/Raise-Support-Case-for-PUT
https://www.cisco.com/c/en/us/support/web/tsd-cisco-small-
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