Cisco 9800 Series Phones (9841, 9851, 9861, 9871)

[NorCal-IT]

Cisco released their latest 9800 series phones over a year ago. Cisco markets the phone as, "use one device for Cisco Unified Communications Manager (CUCM), Webex Calling, Broadworks, or other 3rd party cloud calling platforms. My Zoom rep has indicated that this phone might be certified in June 2025 and that it's on their roadmap but that no official ETA has been announced.

We are seriously considering switching from our legacy Avaya Aura PBX to Zoom Phone. We like the Poly Edge devices we've tested however the Cisco 8800 and newer 9800 series devices seem a little higher quality and more substantial.  I personally prefer the larger buttons. Has anyone heard anything about when these phones will be supported by Zoom and other cloud calling platforms? I've look at all the providers (Zoom, Nextiva, 8x8, RingCentral, Microsoft, etc.) and none of them support the 9800 series yet, even though it's been out a year.

[sparrow]

Yes, I asked our Zoom TAM recently to push on getting these certified sooner as Zoom's intended support date is Q4 of this year. I'm in need of a long term video intercom phone and Cisco called EOL on the 8865 a few weeks ago. The 8875 is still not certified by Zoom and it runs the same Cisco Phone OS as the 9800's. I suspect you can run the 8875 and 9800's as a generic SIP phone in Zoom, but that's all manual configuration on the device side. Unfortunately for me, I cannot do that because the video intercom function in Zoom will not recognize a generic sip phone for video intercom calls.

[NorCal-IT]

@sparrow Thanks for chiming in! I don't even think we can add the newest 9800's in any sort of mode. You are sort of stopped in your 

tracks by the user interface when adding the device. There is no "generic" option, only old 8800 models or older. I like the Cisco 8800's generally but the lack of Zoom Desktop App Call Control (making you desk phone dial by dialing in the Zoom app)  is the deal breaker for me I think.  If Zoom would just add support for the 9800's soon I would ink the deal with Zoom and buy a bunch of new 9800 Cisco phones! That's assuming though the new Cisco 9800 support Zoom Desktop App Call Control.  That would be good to know now, if not I might give up on them and stick with Poly Edge.  Is there another way to get phones on Zoom Phone without having to go through this dialog box?

[sparrow · Accepted solution]

Your not adding it as a Cisco device type. If you requested to Zoom that they enable Generic SIP on your account, you would use device type as other. See below. From here, you would gather the manual provisioning parameters and access the Cisco phones web interface to insert those credentials and SIP parameters. You are correct, with generic SIP, you will not get fully supported Zoom features such as desktop app call control and others.

 

 

[NorCal-IT]

Thanks, this is good to know, very helpful.

[NorCal-IT]

Happy to report, I was able to provision a Cisco 9861 on Zoom using the "Other" generic sip option when adding a device per @sparrow 's suggestion above. I had to contact Zoom support and request they enable the feature like you said. Took a few days, but now it's working. Of course, no advanced features like Call Control, Hot Desking, etc. I can only assume some of this will come when Zoom certifies this new Cisco series of phones. I wonder what the holdup is? If it works on Other/Generic SIP why not release a few of your crack engineers on it and get it certified like the 8800 series that is almost 10 years old.

[SeaColonyIIGM]

Hi @NorCal-IT  — I saw your post about getting the Cisco 9861 working via the “Other” SIP option. Zoom support enabled that for me as well, but I’m stuck on the phone interface config. Would you mind sharing the settings you used in the web interface to get it registered? Really appreciate any help you can provide

[NorCal-IT]

Do you happen to have a 8800 series phone to test? What I did was setup and use the Certified 8800 phone (a Cisco CP-8841 to be exact - it was a cheap refurb) and since the 3PCC web interface is very similar to the 9800 series phones, I copied many of the settings over to the 9800 web interface. Just went through the tabs one by one. Most of the tweaks were on Voice > Ext 1  or Voice > Phone  or Voice > User.  Are you able to do that?  Also make sure the setting SIP PORT on EXT 1 tab is correct, I think I had to edit mine from the default to whatever Zoom was using. Enable Secure Call Option (Required) this turns on SRTP I believe.  Set SIP TRANSPORT to TLS and SIP to version 1.2 somewhere. Also click the PROVISION button in Zoom portal to see your SIP configuration items. Fill all that in on Voice > EX 1 tab, (SIP Domain, Outbound Proxy, Password, User ID, Auth ID) that is most of it.

[SeaColonyIIGM]

Thanks @NorCal-IT  — I don’t have any 8800 series phones on hand, but that’s a great idea. I’ll try to get my hands on a CP-8841 (or similar refurb) and use it as a reference for the settings. Really appreciate you laying out your process — super helpful. I’ll report back once I give it a shot! 🙌

[sparrow]

@SeaColonyIIGMBe sure your provisioning the SIP Credentials via a Zoom phone template and not natively within the web interface of the phone. Zoom provisioning will override and remove some of the settings on sync.

[SeaColonyIIGM]

Could you please explain? I'm a newbie and have not been able to get this to work! 😕

[sparrow]

Wait a week and you won't need to do this. Support for the 9800's will be arriving this upcoming weekend. 

[SeaColonyIIGM]

@sparrow That's amazing!  Thank you!

[sparrow]

Awesome. I've personally not gotten my hands on any of the Cisco 9800's to go through the manual SIP provisioning process, but glad someone has. I wouldn't count on Zoom adding these features when they certify the 9800's. Certifying doesn't always gurantee feature support. The 7800's and 8800's are Zoom certified today and they don't support lots of Zoom phone feature. See the link below. 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061373

[NorCal-IT]

Is there something about the Cisco hardware that prevents the use of Call Control? Surely a brand-new Cisco phone doesn't lack some sophisticated tech the Poly has? Guess we'll have to wait and see.

[sparrow]

I suspect it's a difference in API.  

[Pancakes9000]

I hear you! I've been testing these 9861's since August of last year on RC and Zoom. Neither of which yet support this device. I've been told multiple times since September of '24 that the device will be supported "this quarter," yet they push it back everytime. They say June now...but I won't hold my breath...though I'm extremely hopeful. I'm moving from a very reliable ShoreTel/Mitel IP485G phone and this latest Cisco 9800 series & the Poly Edge 350 & 550 seem to be the next best thing. Fingers crossed.

[willw]

Just as an FYI for others, I was able to get a 9861 to "provision" and work using the Cisco 8861 manual process in Zoom.  After entering the device MAC info, and the using the provided URL, the phone did connect, and it works with some initial errors on boot.  We have been told it is due to be supported this summer, so I am guessing possibly in June with the 6.5 Zoom release.  The phone does work, from what it sounds like the 9800 series will not be a feature complete as the Poly Edge, but similar to the current Cisco phones.  That could change over time however as more work is done and depending on the needs. What I am not sure of is if the touchscreen 9800 phone is supported?  I do not have one of those to test. 

It is nice to have better ringers and a better "feeling" phone than the Poly Edge.  The Poly Edge is a nice phone, but changing the device via config files is a pain, and loading anything custom such as ringers and images takes an entire process.

[NorCal-IT]

Thanks for chiming in! I was able to get a 9861 and 9851 working as OTHER "Generic Sip" as well after @sparrow  provided the OTHER tip. The deal breaker feature, in case ZOOM or CISCO is listening seems to be CALL CONTROL for me. I need our attorneys to be able to dial the phone from Zoom app or click a number in Outlook and have their desktop phone dial, since I assume that is where their headset is going to be connected.

[willw]

Absolutely!  This is a feature, Call Control, we have not really used very much.  Do you know if this is supported with the Poly Edge series of phones?

We have a mix of Poly Edge SIP phones as well as some Yealink and Poly Zoom Appliance phones.  We would like to have a standard phone, and this Cisco 9800 might fit depending on what features are officially supported.

[NorCal-IT]

Yes - Call Control is supported on Poly Edge phones. Zoom has a Features page where they list what each device supports.

[Eliot]

hi @NorCal-IT 

As of May 17, 2025, Cisco seems to be currently supporting its Series 9800 desk phones for Webex Calling, Cisco BroadWorks, and Cisco Unified Communications Manager.  Rumors suggest that these Series 9800 desk phones may be supported on Zoom soon with functionality like Series 8800 multiplatform desk phones.

General information about Cisco 9800 series desk phones

Cisco Desk Phone 9800 Series Data Sheet - Cisco

Latest firmware release PhoneOS 3.4(1) as of May 12, 2025

Release Notes for Cisco PhoneOS Phones 9800 and 8875

Customize Cisco 9800 series desk phones (Multiplatform) programmable softkeys for Cisco BroadWorks.

Programmable softkeys configuration on 9800/8875 (Multiplatform)

thanks,  eliot

[willw]

We received word the 9800 series support will arrive in June. Preview release notes should arrive in the next week or so, but it will be the function as the 8800 series, not a feature rich as the Poly Edge, but still a good phone option. 

[Eliot]

hi @NorCal-IT 

6/9/2025 update from zoom phone release notes on cisco 9800 series desk phones:

Device management features New or enhanced features  

Support for Cisco 9800 series IP phones      

Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process:

Cisco:

DP9841

DP9851

DP9861

DP9871

Additionally, Zoom Phone supports the Cisco Desk Phone 9800 Key Expansion Module (KEM), allowing users to extend the functionality of their desk phones with additional programmable buttons. These keys can be configured for a variety of functions, including line keys, speed dials, and other supported features, offering greater flexibility and efficiency for high-call-volume users.

Notes:

The Cisco 9800 series phone will show the BLF-related line key as the "speed dial" type on the phone UI.

Due to known Cisco limitations, the 9800 series does not support a primary line key when only one key is configured, and all line keys will appear labeled as "speed dial".

Release notes for Zoom Phone  2025-06-09 16:53:36

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062333

thanks,  eliot

[Eliot]

hi @NorCal-IT 

as of june 15, 2025, zoom phone add device now shows cisco 9800 series desk phones.

does anyone know if there are cisco stock keeping unit (SKU) series 9800 desk phone ordering numbers for zoom compatibility and if a particular cisco firmware is required?  also, does anyone know what zoom features are supported for these cisco 9800 series desk phones?

thanks,  eliot

[Eliot]

hi @NorCal-IT 

As of 6/15/2025, Zoom phone certified hardware shows cisco 9800 series desk phones as zoom phone certified with 3.4(1) firmware and zero touch provisioning (ztp).

Zoom Phone Certified Hardware

As of 6/15/2025, I do not see any mention of cisco 9800 series desk phones in zoom supported desk phone features.

Supported desk phone features

Thanks,  eliot

[willw]

This morning, I was able to successfully provision a 9861 with Zoom and after the initial startup, it rebooted and updated to phoneOS 3.4.1.  The calendar button was disabled, and the cloud icon went away, so it looks to be happy.  Hopefully, there will be more support down the road for this device with the Action Button and some other configuration options.

Cisco documentation has not been updated to reflect the Zoom support from what I could see.  I am not sure what provisioning options could be setup from a config file for the devices, so will wait on making any changes.  We do not have many devices yet but looking to possibly deploy more of them.

[sparrow]

Be nice if the calendar worked but I doubt it will ever. On the 8800's, the calendar integration only works with Cisco Webex Calling. That might be the case with the 9800's. Fingers crossed. 

[willw]

Agreed.  Zoom sees the Poly Edge as the primary phones, but IMO the 9800 series are a better device in fit and finish.  I am not expecting it to be 1:1 on features from Webex, but have some additional support by Zoom would be welcomed and not keep most things with the Poly Edge line.

[Eliot]

hi @NorCal-IT 

i tested the zero touch provisioning of a Cisco DP 9851 phone.  Everything seemed to go well.

please see my screen shots in the attached pdf.

thanks,  eliot

[NorCal-IT]

Thanks for sharing. Yes, I got my 9861 working yesterday as well. I have some questions for you guys. I have tested a NEW Poly Voyager 4320 headset with dongle plugged into my PC (so Zoom Desktop App works with headset) and I paired the headset directly to the Cisco 9861 so I could use it on the phone. I can seamlessly switch back and forth - works great!   What are most people doing for headsets? Is anyone using the USB-C port on bottom or USB-A on side to connect headsets? Is everyone going Bluetooth direct (no dongle) these days or what?

[jaron]

One thing to note about Cisco phones.  Traditionally they come in two flavors.  Enterprise firmware (Specific to CUCM) or MPP (Multiplatform Phone) firmware (aka 3rd Party Call Control, or 3PCC, firmware).  If you buy a Cisco phone, make sure you buy the MPP (3PCC) version, otherwise it will not work with Zoom Phone.

[Eliot]

hi @jaron 

All Cisco 9800 series desk phones use Cisco PhoneOS.  Assuming you have performed Add Device on Zoom Portal for the Cisco 9800 series desk phone, the desk phone will automatically Zero Touch Provision (ZTP). 

I did not believe this would work.  Previous Cisco desk phones such as Cisco 8800 series needed to be multiplatform to work with Zoom Phone. 

To verify, I added a Cisco DP-9851 to my account including assigning the phone to a user.  I then plugged the phone into my local area network. After a few minutes, the 9851 can up.  I was able to make and receive calls.

Please see the Cisco documents below.  “Depending on how your administrator configures your phone on the call control system, you might use one of the following methods to register your phone:

Method 1: No action is required during the phone registration. The registration is done automatically. …”

Zoom uses Method 1.

Register Cisco Desk Phone 9800 Series

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[zoom908]

Ive read the posts but want to clarify. As it stands today, do the Poly E550 and Cisco 9861 support the same feature set? Are these some features that only the poly has?

Thanks

[Eliot]

hi @zoom908 

the short answer is that both support basic features, but one may support a certain advanced feature while the other does not.  you may also want to take a look at yealink which supports a lot of features.  if you are a united states government agency, you may want to review a separate list of zoom supported desk phones.

for features of various zoom certified desk phones as of 2025-09-17, please see

Supported desk phone features

this support article is updated on a regular basis.  you can review to see which desk phones support your feature requirements.

please note that all zoom certified desk phones get regular firmware updates.  for example, poly edge e series was updated to 8.3.1.0614 on 10/19/2025 and cisco 9800 series was updated to 3.5(1) on 9/14/2025.  Updates usually include feature enhancements and fixes.

for a list of all zoom all certified desk phones together with supported firmware, please see:

Zoom Phone Certified Hardware

in addition to desk phones, zoom support appliances

Certified Zoom Phone Appliances

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,

eliot

[zoom908]

Again, thank you so much for your detailed reply. 

[zoom908]

Eliot,

I looked through the feature list. I see that aim call parking and group call pickup are not available on the cisco 9800 series. Any idea when/if they are coming? 

To clarify, aim call parking allows a blf key to be used to park a call and then another can retrieve it.

With respect to group call pickup, if it is not supported, does this mean that these phones cannot answer a call the rings to a group? 

Thanks