Field Notice: FN - 70546 - Webex Calling (formerly Spark Call) Does Not Work With HW V15 or Later 8811/8841/8851/8861 and HW V20 or Later 7821/7841/7861 IP Phones - Replace on Failure

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
2.1	17-Aug-23	Updated Problem Description and Workaround/Solution Section
2.0	31-Aug-21	Changed the Title from Workaround Provided to Product Migration Required and Added the 78XX Phones as Products Affected
1.2	30-Jul-20	Remove TAA SKUS from Phone Chart in Workaround / Solution Section
1.1	22-Jul-20	Updated the Workaround/Solution Section
1.0	27-Apr-20	Initial Release

Products Affected

Affected Product ID	Comments
CP-8851-K9=	MPP Replacement (Order by 2021-09-15)
CP-8861-K9=	MPP Replacement (Order by 2021-09-15)
CP-8841-K9=	MPP Replacement (Order by 2021-09-15)
CP-8811-K9=	MPP Replacement (Order by 2021-09-15)
CP-8811-K9++=	MPP Replacement (Order by 2021-09-15)
CP-8841-K9++=	MPP Replacement (Order by 2021-09-15)
CP-8851-K9++=	MPP Replacement (Order by 2021-09-15)
CP-8861-K9++=	MPP Replacement (Order by 2021-09-15)
CP-7821-K9=	MPP Replacement (Order by 2021-09-15)
CP-7841-K9=	MPP Replacement (Order by 2021-09-15)
CP-7861-K9=	MPP Replacement (Order by 2021-09-15)
CP-7861-K9++=	MPP Replacement (Order by 2021-09-15)
CP-7821-K9++=	MPP Replacement (Order by 2021-09-15)
CP-7841-K9++=	MPP Replacement (Order by 2021-09-15)

Defect Information

Defect ID	Headline
CSCvs58194	88x1 phones HW V15 and later do not work with Webex Calling (Spark Calling)

Problem Description

Customers should no longer order voice-only enterprise phone SKUs for use with Webex Calling (formerly Spark Call) as this product does not work with HW V15 or later 8811/8841/8851/8861 and HW V20 or later 7821/7841/7861 Cisco IP Phones. Customers are encouraged to migrate to other Webex Calling services as advised in the End-of-Life Announcement EOL13394. 

Background

Cisco is now shipping later hardware versions for these IP Phones with the minimum required IP telephony firmware version as specified.

• Cisco 8811/8841/8851/8861 IP Phones with HW V15 or later require minimum 12.6 firmware version installed.
• Cisco 7821/7841/7861 IP Phones with HW V20 or later require minimum 14.0 firmware version installed. The Cisco 7811 IP Phone hardware version remains the same and is not impacted.

Webex Calling (formerly Spark Call) only supports IP telephony firmware versions up to 12.0.

When Webex Calling (formerly Spark Call) customers attempt to provision a Cisco IP Phone with a hardware version higher than 12.0, the phone cannot be downgraded which prevents it from running the supported Webex Calling firmware load.

See the Cisco IP Phone 8800 Series Compatibility Matrix for more information on Cisco IP Phone 8800 Series compatibility requirements.

Problem Symptom

The problem symptoms are:

• A Cisco IP Phone with a later hardware version, specified in the Background section, will not load the IP telephony firmware version required for Webex Calling (formerly Spark Call).
• A Cisco IP Phone with a later hardware version, specified in the Background section, remains on the preinstalled Enterprise IP telephony firmware version.

Workaround/Solution

We recommend a replacement for this issue as no workaround is available.

Customers who confirm they are affected using the "How to Identify Affected Products" section, and who have a valid service contract, should use the normal Return Material Authorization (RMA) process to request a replacement.

How To Identify Affected Products

In order to confirm that the Cisco IP Phone received is an affected later hardware version, verify that the packaging contains a label with this text, "SW must be 12.6 or later" (for 8811/8841/8851/8861) or “SW must be 14.0 or later” (for 7821/7841/7861). See Image 1.

1. If you have already unboxed the phone and opened the packaging, look for one of these labels on the back of the phone. See Image 2.
   1. A label with this text, "SW must be 12.6 or later" (for 8811/8841/8851/8861) or “SW must be 14.0 or later” (for 7821/7841/7861).
   2. A barcode that contains the PID VID label. For example, “PID VID: CP-88X1-K9 V15” or “PID VID CP-7841-K9= V20”.
      

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email or telephone

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