If I am following along here correctly (not always the case :) The simplest way to swap the config would be to give the "Service Desk" staff limited access to ccmadmin (try MLA)so they can use the Mac-address swap method.
Dead 7940 - Mac AAABBBCCCDDD
New 7940 - Mac EEEBBBAAACCC
Go to Device>Phone>Find Device (find Device name contains AAABBBCCCDDD)
Replace Mac with new Mac EEEBBBAAACCC
Update>Reset (config is changed to new 7940 and your good to go!)
All Device and Line settings are transferred to new 7940.
OK :) At least we are on the same page here. You will have to stop using using the automated method for adding the new/replacement phones. When a tech is wanting to do a "swap out", just get them to call in to the Admin with the "old" and "new" Mac addresses. The admin can access ccmadmin and change the Mac's (from previous post) and by the time the new/replacement phone boots up it will be exactly the same config (Device and Line Settings) that the dead phone was using.
This is a completely seamless method, unless you type like I do :(
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