Hi
What is the correct process for upgrading a handset, taking into account preserving the content on their old phone etc?

Do I have to get the handset back to me? How much can i do through BES.

Thanks in advance

Tony

The safest method is to connect the device to the Desktop Manager and use the "Switch Device" feature. This will backup the data from the old device, restore it to the new device and do an enterprise activation. Also check if you want to move the SD card or backup and restore it.

If you can't get hold of the device, you can also activate the new device and if Wireless Backup is switched on on the BES, you will get most of the stuff back (incl. Bookmarks, alarm settings etc.).