UCCX to Webex Contact Center Migration¶

Enterprise Contact Center Migration Documentation
175 Agents | Multi-Channel | AI-Powered | Global Deployment

Author: Rajmohan M, ABHAVTECH.COM¶

Project Overview¶

This documentation provides comprehensive guidance for migrating from on-premises Cisco Unified Contact Center Express (UCCX) to cloud-based Webex Contact Center (WxCC).

Migration Scope¶

Metric	Value
Total Agents	175 (150 voice + 25 digital)
Sites	4 (Mumbai, Chennai, London, New Jersey)
Channels	Voice, Chat, Email, WhatsApp
Entry Points	6 (4 voice + 2 digital)
Teams	8 (Sales-IN, Sales-EMEA, Sales-US, Support, Billing, Tech, Digital, Supervisors)
Licenses	Standard (100), Premium (75), Supervisor (10)

Migration Phases¶

Phase 1: CUCM -> Webex Calling (COMPLETE) - 3,200 enterprise users migrated - Webex Calling operational across 12 sites - Foundation for Phase 2

Companion Documentation — CUCM to Webex Calling

This project builds directly on the CUCM to Webex Calling Migration documentation. Key design decisions established in Phase 1 that this project inherits and does not repeat:

Topic	Established In	Reference
Numbering Plan	CUCM project Ch. 2.4	4-digit extensions, site codes (81-87 India, 91-94 EMEA/US), E.164 normalisation
DID Ranges	CUCM project Ch. 2.3	`+91-XX-4960-XXXX` per telecom circle (Mumbai `+91-22-`, Chennai `+91-44-`, Hyderabad `+91-40-`, Bangalore `+91-80-`)
India Toll Bypass	CUCM project Ch. 2.3.2	Zone/Edge mandatory per telecom circle; ITN (9XXXXXXXXX) exempt; 3 compliance scenarios documented
PSTN Architecture	CUCM project Ch. 2.3	Local Gateway (India 7 sites, Tata/Airtel), Cloud Connected PSTN (UK/EU/Americas, IntelePeer)
DoT/TRAI Compliance	CUCM project Ch. 4.3	Geographic DID egress rules, per-circle LGW design, EMEA GDPR data residency
Coexistence Design	CUCM project Ch. 2.6	CUBE SIP trunk, CUCM↔Webex call routing during migration overlap

Contact centre entry point DIDs (+91-22-4960-1000 Mumbai, 1800-266-1000 India toll-free) are provisioned on the same Webex Calling infrastructure established in Phase 1. The WxCC entry points map directly onto the Webex Calling location structure.

Phase 2A: UCCX -> WxCC Baseline (CURRENT) - 175 agents migrated to WxCC - Feature parity with UCCX (DTMF IVR menus) - NO AI features - baseline migration only - Duration: ~3 months operational stability

Phase 2B: AI Enhancement (PLANNED) - Virtual Agent "Abhi" deployment - Webex AI Agent + Dialogflow CX hybrid - Agent Assist enablement - Intent-based routing

Documentation Structure¶

Part I: Planning & Assessment¶

Migration Overview ->
Project scope, migration phases, success criteria, timeline

UCCX Assessment ->
Current state analysis, script inventory, feature utilization, integration points

Part II: Design & Architecture¶

WxCC Design ->
Architecture overview, channel strategy, routing design, data residency

Queues & Teams ->
Queue configuration, team structure, skills matrix, site configuration

Flow Migration ->
UCCX to Flow Builder mapping, IVR menu design, database integration, best practices

Part III: Implementation & Migration¶

Implementation ->
Control Hub setup, entry point configuration, flow development, agent desktop setup

Migration Execution ->
Pre-migration tasks, cutover runbook, validation testing, rollback procedures

Operations & Support ->
Monitoring & reporting, agent training, supervisor tools, troubleshooting

Part IV: Optimization & AI¶

Performance Optimization ->
Analytics & insights, queue optimization, agent performance

AI Features ->
Virtual Agent, Agent Assist, hybrid AI architecture, AI roadmap

Appendices¶

Appendices ->
Glossary, reference links, configuration procedures, deferred items, master checklist, AI observability guide, master reference card

Quick Start¶

Assessment Phase: Review UCCX Assessment to understand current state
Design Phase: Study WxCC Design and Queues & Teams
Migration Planning: Follow Flow Migration methodology
Implementation: Execute Implementation steps
Cutover: Use Migration Execution runbooks
Operations: Prepare with Operations & Support

Agent Distribution¶

Site	Voice	Digital	Total	Hours	Primary Teams
Mumbai HQ	100	20	120	24x7	Sales-IN, Support, Billing, Tech
Chennai	25	5	30	9AM-9PM	Sales-IN, Support, Digital
London	15	0	15	9AM-6PM	Sales-EMEA, Support
New Jersey	10	0	10	9AM-6PM	Sales-US, Support
TOTAL	150	25	175

Channel Strategy¶

Voice (Telephony)¶

Entry Points: 4 regional voice entry points - India Main: 1800-266-1000, +91-22-4960-1000 - India Sales Direct: 1800-266-1001 - EMEA Main: +44-20-XXXX-XXXX - Americas Main: +1-201-XXX-XXXX

Routing: Skill-based routing with queue priority

Digital (Chat & Email)¶

Entry Points: 2 digital entry points - Global Chat: Web widget, WhatsApp - Global Email: support@abhavtech.com

Routing: Team-based routing with digital-specific skills

Queue Configuration (18 Queues)¶

Phase 2A - Baseline (14 Queues)¶

India Queues: - India_Sales_Q (Priority 1, 24x7) - India_Support_Q (Priority 2, 24x7) - India_Billing_Q (Priority 3, 9AM-9PM) - India_TechSupport_Q (Priority 2, 24x7)

EMEA Queues: - EMEA_Sales_Q (Priority 1, 9AM-6PM) - EMEA_Support_Q (Priority 2, 9AM-6PM)

Americas Queues: - Americas_Sales_Q (Priority 1, 9AM-6PM) - Americas_Support_Q (Priority 2, 9AM-6PM)

Digital Queues: - Digital_Chat_Q (Priority 2, 24x5) - Digital_Email_Q (Priority 3, 24x5)

Overflow/Escalation: - Supervisor_Escalation_Q - AfterHours_Voicemail_Q - Callback_Q - General_Q

Phase 2B - AI Enhancement (+4 Queues)¶

AI_HandoffIntent_Q
AI_SentimentEscalation_Q
AI_ComplexQuery_Q
AI_LanguageNotSupported_Q

AI Features Roadmap¶

Phase 2A: Baseline (Current)¶

Traditional DTMF IVR menus
Skill-based routing
No AI features

Phase 2B: AI Enhancement (Planned)¶

Virtual Agent "Abhi": - Languages: English, Hindi, Tamil - Intents: 50+ (account status, payment info, order tracking, FAQs) - Containment Target: 40% - Hybrid Architecture: Webex AI Agent (simple) + Dialogflow CX (complex)

Agent Assist: - Real-time suggested responses - Context summaries for transfers - Sentiment analysis with escalation alerts - Auto CSAT scoring - Agent wellbeing monitoring

Advanced Features (Future): - Predictive routing (requires 6+ months historical data) - Voice of customer analytics - Proactive outreach

Key Design Decisions¶

Baseline vs AI Migration¶

Decision: Two-phase approach (Baseline -> AI Enhancement)

Rationale: - Minimize complexity during initial migration - Achieve feature parity with UCCX first - Allow 3 months operational stability before AI - Validate baseline flows before AI modifications

Hybrid AI Architecture¶

Decision: Webex AI Agent + Dialogflow CX hybrid

Rationale: - Webex AI Agent: Simple intents, native integration - Dialogflow CX: Complex multi-turn conversations, advanced NLU - Best of both platforms - Flexibility for future expansion

Data Residency¶

Region	WxCC Data Center	Agent Sites	Compliance
APAC	Mumbai + Chennai DCs	Mumbai, Chennai	India data residency
UK	London	London	UK GDPR
US	US East	New Jersey	SOC 2 Type II

Success Metrics¶

Phase 2A: Baseline Migration¶

Metric	Target	Measurement
Agent Adoption	100% within 2 weeks	License activation
Call Success Rate	>99%	CDR analysis
Average Speed to Answer	<30 seconds	Real-time analytics
Service Level (80/20)	>90%	Queue reports
Feature Parity	95%	Feature checklist

Phase 2B: AI Enhancement¶

Metric	Target	Measurement
Virtual Agent Containment	40%	Intent resolution rate
Intent Accuracy	>90%	NLU confidence scores
Agent Assist Adoption	80%	Feature usage analytics
Customer Satisfaction	>4.⅖.0	Post-interaction CSAT

Document Information¶

Item	Value
Version	2.0
Date	March 2026
Organization	AbhavTech
Project Code	ABV-COLLAB-MIG-2026 (Phase 2)
Author	Contact Center Architecture Team

Disclaimer¶

AI-Assisted Documentation

This documentation was generated with AI assistance (Claude by Anthropic) to demonstrate comprehensive technical documentation capabilities for contact center migrations. All configurations, procedures, and recommendations should be validated in a lab environment before production deployment. Queue strategies, flow designs, and AI architectures reflect best practices as of March 2026 and should be customized to your specific business requirements.