Skip to content

UCCX to Webex Contact Center Migration Master Checklist

Abhavtech Enterprise Collaboration Transformation - Phase 2

On-Premises UCCX to Cloud Webex Contact Center | Multi-Channel Digital Platform

Document Purpose

This master checklist provides a comprehensive roadmap for migrating from on-premises Cisco Unified Contact Center Express (UCCX) to cloud-based Webex Contact Center (WxCC). Use this as a sequential guide to ensure all critical design, implementation, migration, and operations activities are completed for a successful contact center transformation.

Target Architecture: - 4 Contact Center Sites (Mumbai, Chennai, London, New Jersey) - 175 Contact Center Agents (150 voice + 25 digital) - 10 Queues with Skill-Based Routing (18 skills) - 9 IVR Flows migrated from UCCX scripts - Hybrid AI Platform: Webex AI Agent + Google Dialogflow CX - Integration: Salesforce CRM, WFO Platform, Analytics

Migration Phases: - Phase 2A (Current): Baseline UCCX-to-WxCC Migration (Feature Parity) - Phase 2B (Planned): AI Enhancement with Virtual Agent "Abhi" - Phase 3 (Future): Predictive Routing & Advanced Analytics

Software & Platform Versions: - Webex Contact Center: Latest Cloud Platform (India Data Center) - Current UCCX: 12.5(1)SU2 - Webex AI Agent: Latest (Phase 2B) - Google Dialogflow CX: Latest Enterprise Edition (Phase 2B) - Webex App: Latest (Agent Desktop)

CRITICAL DEPENDENCY: - [!]️ Phase 1 (CUCM-to-Webex Calling) MUST be complete before starting Phase 2 - [!]️ All 175 CC agents must be migrated to Webex Calling and stable for 48+ hours - [!]️ UCCX requires CUCM for CTI connectivity - no parallel operation possible - [!]️ This is a BIG BANG cutover for contact center operations

Phase 1: Prerequisites & Phase 1 Dependency

1.1 Phase 1 CUCM Migration Dependency Validation

  • CRITICAL: Verify all 175 CC agents migrated to Webex Calling
  • Batch 5 migration complete (CUCM-Webex Calling Checklist Phase 5.5)
  • All agents can make/receive calls via Webex Calling
  • Agent desk phones registered to Webex Calling
  • Webex App deployed to all agent desktops
  • 48-hour stability confirmed for all CC agents

  • Zero P1/P2 issues open from Batch 5 migration

  • CRITICAL: Validate UCCX-CUCM CTI Dependency

  • Confirm UCCX still operational on CUCM (not decommissioned yet)
  • Understand: Once agents move to Webex Calling, they cannot receive UCCX calls
  • Understand: WxCC cutover is BIG BANG - no phased approach possible

  • Rollback plan = Full stack rollback (Webex Calling -> CUCM -> UCCX)

  • Phase 1 Stability Gate

  • All 3,200 enterprise users stable on Webex Calling
  • PSTN connectivity validated (Local Gateway India + CCPP EMEA/US)
  • SD-WAN QoS validated (ABV-SDWAN-2024)
  • No active issues impacting voice quality
  • Business sign-off obtained for Phase 2 start

1.2 UCCX Current State Assessment

  • Document UCCX cluster architecture (HA pair)
  • Inventory UCCX server specifications and versions
  • Document UCCX license inventory
  • Export complete agent inventory (175 agents)
  • Export skill inventory (8 current skills)
  • Export CSQ (Contact Service Queue) configurations (6 CSQs)
  • Export IVR script inventory (9 scripts)
  • Document audio prompt library (87 prompts)
  • Export historical reporting data
  • Document supervisor configurations

1.3 Agent & Queue Inventory

  • Export agent distribution per site
  • Mumbai: 120 agents (100 voice + 20 digital)
  • Chennai: 30 agents (25 voice + 5 digital)
  • London: 15 agents (voice only)

  • New Jersey: 10 agents (voice only)

  • Document agent skill assignments

  • Export agent team assignments
  • Document supervisor-to-agent ratios
  • Export agent schedules and shift patterns
  • Document agent extension assignments
  • Export agent profiles and permissions
  • Document agent desktop configurations

1.4 IVR & Call Flow Analysis

  • Export all 9 UCCX scripts (.aef files)
  • MainMenu_EN.aef
  • MainMenu_HI.aef
  • SalesQueue.aef
  • SupportQueue.aef
  • BillingQueue.aef
  • TechSupport.aef
  • AfterHours.aef
  • Callback.aef

  • Survey.aef

  • Document script complexity levels

  • Identify custom Java steps and extensions
  • Document HTTP/HTTPS integrations in scripts
  • Identify database lookups in scripts
  • Export all audio prompts (62 EN + 25 HI)
  • Document TTS usage
  • Map UCCX steps to WxCC Flow Designer nodes
  • Identify migration gaps and workarounds

1.5 Integration Assessment

  • Document Salesforce CRM integration (CTI pop, screen pop)
  • Assess Finesse desktop layout and gadgets
  • Document outbound dialing integration (if applicable)
  • Assess wallboard and real-time display integration
  • Document recording system integration (Verint, NICE)
  • Assess WFM (Workforce Management) integration
  • Document chat widget integration (web, mobile)
  • Assess email integration
  • Identify third-party API integrations
  • Document reporting and analytics integrations

1.6 Reporting & Analytics Requirements

  • Document current real-time reporting requirements
  • Export historical reporting requirements
  • Identify custom reports and dashboards
  • Document KPI tracking requirements
  • Export SLA monitoring requirements
  • Document agent performance metrics
  • Assess supervisor reporting needs
  • Document executive dashboard requirements
  • Identify compliance reporting requirements
  • Export data retention requirements

1.7 Compliance & Recording Requirements

  • Document call recording requirements (100% all calls)
  • Assess PCI-DSS compliance for payment card data
  • Billing queue: Auto-pause recording during card entry
  • DTMF masking requirements

  • Secure payment processing workflow

  • Document consent requirements per region

  • India: Pre-call announcement + opt-out
  • EMEA: GDPR consent + data residency

  • Americas: State-specific consent laws

  • Document data residency requirements (India DC)

  • Export audit trail requirements
  • Document data retention policies (7 years)
  • Assess emergency services recording requirements
  • Export compliance evidence requirements

1.8 Network & Infrastructure Readiness

  • Validate agent desktop network connectivity
  • Verify agent workstation specifications
  • CPU: Minimum dual-core
  • RAM: Minimum 8GB
  • Browser: Chrome/Edge latest

  • Webex App: Latest version installed

  • Validate bandwidth per agent desk (100 kbps voice + 50 kbps screen share)

  • Verify firewall rules for WxCC (ports 443, 5062, 8934-8947)
  • Validate DNS resolution for Webex services
  • Test agent internet connectivity
  • Validate SD-WAN QoS for CC traffic
  • Test latency and jitter to India DC (<150ms, <30ms)
  • Document backup connectivity options

1.9 Business Requirements & Success Criteria

  • Define migration timeline and business constraints
  • Identify 24x7 contact center blackout dates
  • Document feature parity requirements (Phase 2A baseline)
  • Define AI enhancement requirements (Phase 2B future)
  • Establish success criteria and KPIs
  • Call abandonment rate <5%
  • Average speed to answer <30s for sales
  • Service level >90% within SLA

  • First call resolution >70%

  • Define rollback thresholds

  • Document training requirements (agents + supervisors)
  • Define hypercare support model
  • Establish change management process

1.10 Risk Assessment & Mitigation

  • Identify migration risks
  • BIG BANG cutover risk (no parallel operation)
  • Agent adoption risk
  • Integration failure risk
  • Performance degradation risk

  • 24x7 operational impact risk

  • Document mitigation strategies

  • Extensive UAT in sandbox environment
  • Agent training completion before cutover
  • Weekend cutover to minimize business impact
  • 24/7 hypercare support for 2 weeks

  • Rollback plan to Phase 1 (if critical failure)

  • Define rollback criteria and decision authority

  • Document business continuity plan
  • Identify vendor escalation paths

Phase 2: Webex Contact Center Design (Phase 2A - Baseline)

2.1 WxCC Architecture Design

  • Design multi-site WxCC deployment
  • Mumbai HQ: Primary site (120 agents)
  • Chennai: Secondary site (30 agents)
  • London: EMEA site (15 agents)

  • New Jersey: Americas site (10 agents)

  • Select data center location (India DC for data residency)

  • Design tenant structure (single tenant, multi-site)
  • Plan licensing allocation
  • 100 Standard Agent licenses (voice-only)
  • 75 Premium Agent licenses (voice + digital)
  • 10 Supervisor licenses
  • 175 WFO Recording licenses
  • 50 WFO QM licenses

  • 175 WFO WFM licenses

  • Design agent desktop architecture (Webex App)

  • Plan supervisor desktop architecture
  • Document redundancy and failover strategy

2.2 Queue Design (10 Queues - Phase 2A)

  • Design queue hierarchy and routing strategy

Voice Queues (8): - [ ] Sales_India_Queue (SL: 30s) - [ ] Sales_EMEA_Queue (SL: 30s) - [ ] Sales_Americas_Queue (SL: 30s) - [ ] Support_India_Queue (SL: 45s) - [ ] Support_EMEA_Queue (SL: 45s) - [ ] Support_Americas_Queue (SL: 45s) - [ ] Billing_Queue (SL: 60s) - [ ] TechSupport_Queue (SL: 45s)

Digital Queues (2): - [ ] Digital_Chat_Queue (SL: 15s) - [ ] Digital_Email_Queue (SL: 4hr)

  • Map UCCX CSQs to WxCC queues
  • Design queue routing strategies
  • Configure service level objectives per queue
  • Design queue treatment (music, announcements)
  • Configure queue callback options
  • Design queue priority levels
  • Configure maximum queue wait times
  • Document queue overflow handling

2.3 Skills Design (18 Skills - Phase 2A)

  • Design skill taxonomy

Functional Skills (5): - [ ] Sales (Boolean) - 65 agents - [ ] Support (Boolean) - 55 agents - [ ] Billing (Boolean) - 15 agents - [ ] TechnicalSupport (Boolean) - 15 agents - [ ] Digital_Channels (Boolean) - 25 agents

Language Skills (4): - [ ] English (Proficiency 1-10) - 175 agents - [ ] Hindi (Proficiency 1-10) - 80 agents - [ ] Tamil (Proficiency 1-10) - 15 agents (Phase 3) - [ ] German (Proficiency 1-10) - 5 agents (Phase 3)

Regional Skills (3): - [ ] Region_India (Boolean) - 150 agents - [ ] Region_EMEA (Boolean) - 15 agents - [ ] Region_Americas (Boolean) - 10 agents

Product Skills (3): - [ ] ProductA_Expert (Proficiency 1-10) - 8 agents - [ ] ProductB_Expert (Proficiency 1-10) - 7 agents - [ ] ProductC_Expert (Proficiency 1-10) - 5 agents

Special Skills (3): - [ ] VIP_Handler (Boolean) - 10 agents - [ ] Escalation_Handler (Boolean) - 5 agents - [ ] Callback_Qualified (Boolean) - 50 agents

  • Define skill proficiency levels (1-10 scale)
  • Design skill-based routing logic
  • Create skill profiles (12 profiles)
  • Map agents to skills

2.4 Team Design (8 Teams)

  • Design team structure
  • India_Sales_Team (45 agents, Supervisor: Priya Sharma)
  • India_Support_Team (40 agents, Supervisor: Raj Kumar)
  • India_TechSupport (15 agents, Supervisor: Amit Verma)
  • India_Billing_Team (10 agents, Supervisor: Neha Gupta)
  • India_Digital_Team (10 agents, Supervisor: Anita Singh)
  • EMEA_Team (15 agents, Supervisor: James Wilson)
  • Americas_Team (10 agents, Supervisor: Sarah Johnson)

  • Supervisor_Team (10 supervisors, Manager: Vikram Patel)

  • Assign agents to teams

  • Assign supervisors to teams
  • Configure team permissions
  • Design team-based reporting
  • Document team escalation procedures

2.5 Entry Point Design (6 Entry Points)

  • Design entry point architecture

Voice Entry Points (4): - [ ] EP-01: India_Main_Voice_EP - [ ] Dial Numbers: 1800-266-1000, +91-22-4960-1000 - [ ] Flow: India_MainMenu_Flow_v1 - [ ] Language: English + Hindi

  • EP-02: India_Sales_Direct_EP

    • Dial Number: 1800-266-1001
    • Flow: India_Sales_Direct_Flow_v1
    • Language: English + Hindi

  • EP-03: EMEA_Main_Voice_EP

    • Dial Number: +44-20-XXXX-XXXX
    • Flow: EMEA_MainMenu_Flow_v1
    • Language: English

  • EP-04: Americas_Main_Voice_EP

    • Dial Number: +1-201-XXX-XXXX
    • Flow: Americas_MainMenu_Flow_v1
    • Language: English

Digital Entry Points (2): - [ ] EP-05: Global_Chat_EP - [ ] Channels: Web widget, WhatsApp - [ ] Flow: Digital_Chat_Flow_v1 - [ ] Languages: English, Hindi

  • EP-06: Global_Email_EP

    • Email: support@abhavtech.com
    • Flow: Digital_Email_Flow_v1
    • Languages: English, Hindi

  • Configure entry point routing rules

  • Design entry point treatment
  • Configure entry point business hours
  • Design overflow handling per entry point

2.6 IVR Flow Design (9 Flows - Phase 2A Baseline)

  • Flow 1: India_MainMenu_Flow_v1
  • Migrate from UCCX: MainMenu_EN.aef + MainMenu_HI.aef (merged)
  • Design flow structure (Greeting -> Language Selection -> Main Menu -> Routing)
  • DTMF menu options (Press 1: Sales, 2: Support, 3: Billing, 4: Tech, 0: Operator)
  • Configure queue routing per selection
  • Design timeout and retry handling
  • Configure after-hours treatment

  • Phase 2B: Add Virtual Agent V2 node before DTMF menu

  • Flow 2: India_Sales_Direct_Flow_v1

  • Design direct sales routing (no menu)
  • Configure VIP detection and priority routing

  • Design callback offer if queue full

  • Flow 3: EMEA_MainMenu_Flow_v1

  • Migrate from UCCX: EMEA regional menu
  • English-only flow
  • Configure EMEA-specific routing

  • Phase 2B: Add Webex AI Agent node

  • Flow 4: Americas_MainMenu_Flow_v1

  • Migrate from UCCX: Americas regional menu
  • English-only flow
  • Configure Americas-specific routing

  • Phase 2B: Add Webex AI Agent node

  • Flow 5: Sales_QueueTreatment_v1

  • Migrate from UCCX: SalesQueue.aef
  • Design queue treatment (music, periodic announcements)
  • Configure estimated wait time (EWT) announcements

  • Design callback offer after threshold wait time

  • Flow 6: Support_QueueTreatment_v1

  • Migrate from UCCX: SupportQueue.aef
  • Design queue treatment with support-specific messages
  • Configure self-service offer while waiting

  • Phase 2B: Add self-service VA offer

  • Flow 7: Billing_QueueTreatment_v1

  • Migrate from UCCX: BillingQueue.aef
  • Design queue treatment with billing-specific messages
  • Configure PCI-DSS compliant payment flow

  • Design auto-pause recording for card entry

  • Flow 8: TechSupport_Flow_v1

  • Migrate from UCCX: TechSupport.aef
  • Design technical support routing
  • Configure product-based routing (ProductA/B/C)

  • Design escalation paths

  • Flow 9: AfterHours_Subflow_v1

  • Migrate from UCCX: AfterHours.aef
  • Design after-hours treatment per region
  • Configure voicemail option

  • Design callback scheduling option

  • Additional Flows:

  • Callback_Flow_v1 (Migrate: Callback.aef)
  • Survey_PostCall_v1 (Migrate: Survey.aef)
  • Digital_Chat_Flow_v1 (New for digital channels)
  • Digital_Email_Flow_v1 (New for email routing)

2.7 Audio Prompts Migration

  • Export all 87 audio prompts from UCCX
  • 62 English prompts

  • 25 Hindi prompts

  • Categorize prompts by usage

  • Greeting prompts
  • Menu prompts
  • Queue treatment prompts
  • Error handling prompts

  • After-hours prompts

  • Convert prompts to WxCC format (8kHz WAV)

  • Upload prompts to WxCC prompt library
  • Test prompt playback quality
  • Map prompts to flows
  • Document prompt versioning strategy
  • Plan for TTS (Text-to-Speech) usage
  • Design multi-language prompt structure
  • Configure dynamic prompts (EWT, date/time)

2.8 Integration Design

  • Salesforce CRM Integration
  • Design Salesforce connector configuration
  • Configure CTI screen pop
  • Design click-to-dial integration
  • Configure case creation automation
  • Design activity logging

  • Test contact history synchronization

  • WFO Recording Integration

  • Design recording platform connection
  • Configure 100% call recording
  • Design PCI-DSS pause/resume for Billing queue
  • Configure metadata tagging
  • Design recording retrieval workflow

  • Configure retention policies (7 years)

  • WFO Quality Management (QM)

  • Design evaluation form templates
  • Configure agent scoring criteria
  • Design calibration workflows
  • Configure coaching workflows

  • Plan evaluation sampling (50 licenses)

  • WFO Workforce Management (WFM)

  • Design shift scheduling templates
  • Configure forecasting parameters
  • Design adherence monitoring
  • Configure intraday management

  • Plan shrinkage and occupancy tracking

  • Analytics & Reporting

  • Design real-time dashboards
  • Configure historical reports
  • Design custom analytics views
  • Configure data export schedules
  • Plan API-based reporting integration

2.9 Agent Desktop Design

  • Design Webex App agent desktop layout
  • Configure auxiliary codes (break, lunch, meeting, training)
  • Design screen pop integration (Salesforce)
  • Configure call controls (hold, transfer, conference, warm transfer)
  • Design supervisor assist and barge-in
  • Configure multi-channel handling (voice + digital)
  • Design agent status management
  • Configure desktop notification settings
  • Plan agent productivity tools
  • Design knowledge base integration

2.10 Supervisor Desktop Design

  • Design supervisor monitoring dashboards
  • Configure real-time queue monitoring
  • Design agent state monitoring
  • Configure supervisor alert thresholds
  • Design silent monitoring and coaching tools
  • Configure queue management controls
  • Design real-time reporting views
  • Configure supervisor escalation paths
  • Plan wallboard integration
  • Design team performance dashboards

2.11 Reporting & Analytics Design

  • Design real-time reporting requirements
  • Queue statistics (calls waiting, longest wait, abandoned)
  • Agent statistics (state, call count, handle time)
  • Service level monitoring per queue

  • Abandoned call tracking

  • Design historical reporting requirements

  • Daily/weekly/monthly queue reports
  • Agent performance reports
  • SLA compliance reports

  • Trend analysis reports

  • Design custom dashboards

  • Executive dashboard (high-level KPIs)
  • Operations dashboard (detailed metrics)
  • Agent performance dashboard

  • Compliance dashboard

  • Configure data retention (13 months online, 7 years archive)

  • Design scheduled report distribution
  • Plan API-based data extraction

2.12 Compliance Design

  • Call Recording Compliance
  • Configure 100% call recording (all channels)
  • Design pre-call announcement (India, EMEA)
  • Configure opt-out workflow (where required)
  • Design recording pause for PCI-DSS (Billing)

  • Configure metadata tagging (agent, queue, timestamp)

  • Data Residency Compliance

  • Confirm India DC selection
  • Validate data storage location
  • Configure cross-border data transfer controls

  • Document data processing agreements

  • GDPR Compliance (EMEA)

  • Design consent management
  • Configure data access requests (DSAR)
  • Design data deletion workflow

  • Configure audit logging

  • PCI-DSS Compliance (Billing Queue)

  • Design auto-pause recording during card entry
  • Configure DTMF masking
  • Design secure payment workflow
  • Plan PCI audit evidence collection

2.13 Capacity & Scalability Design

  • Calculate concurrent call capacity per site
  • Mumbai: 120 agents × 80% occupancy = 96 concurrent
  • Chennai: 30 agents × 80% occupancy = 24 concurrent
  • London: 15 agents × 80% occupancy = 12 concurrent

  • New Jersey: 10 agents × 80% occupancy = 8 concurrent

  • Design for peak call volumes

  • Plan for seasonal spikes
  • Design overflow and failover strategies
  • Configure capacity alerts
  • Plan for agent growth (Phase 3)
  • Document scaling procedures
  • Design disaster recovery capacity

2.14 Quality of Service Design

  • Integrate with SD-WAN QoS (ABV-SDWAN-2024)
  • Configure DSCP markings for WxCC traffic
  • Design media path optimization
  • Configure jitter buffer settings
  • Plan bandwidth reservation per agent
  • Design network monitoring for CC traffic
  • Configure call admission control
  • Document QoS troubleshooting procedures

2.15 Security Design

  • Design authentication model (SSO with Azure AD)
  • Configure MFA for all agent accounts
  • Design role-based access control (RBAC)
  • Agent role
  • Supervisor role
  • Administrator role

  • Analyst role

  • Configure session timeout policies

  • Design audit logging strategy
  • Configure fraud detection alerts
  • Design secure API access for integrations
  • Plan security compliance audits
  • Document security incident response procedures

Phase 3: Phase 2B AI Enhancement Design (Planned)

3.1 Hybrid AI Architecture Design

  • Design hybrid AI platform
  • Webex AI Agent: Voice IVR (simple intents)

  • Google Dialogflow CX: Complex conversations (chat, escalations)

  • Define AI scope and use cases

  • Simple FAQs and navigation (Webex AI Agent)
  • Complex troubleshooting (Dialogflow CX)
  • Appointment scheduling (Dialogflow CX)

  • Order status lookup (Dialogflow CX)

  • Design intent taxonomy (30+ intents)

  • Plan training data requirements
  • Design escalation triggers to human agents
  • Configure sentiment analysis for priority routing
  • Design context handoff to agents

3.2 Virtual Agent "Abhi" Design

  • Design virtual agent personality
  • Name: Abhi
  • Tone: Friendly, professional, helpful

  • Languages: English, Hindi

  • Configure Webex AI Agent for voice

  • Intent recognition
  • Entity extraction

  • Dialogue management

  • Configure Dialogflow CX for digital

  • Chat widget integration (web, WhatsApp)
  • Rich messaging support

  • Multi-turn conversations

  • Design self-service workflows

  • Configure FAQ knowledge base
  • Design proactive suggestions
  • Plan AI performance monitoring

3.3 AI-Enhanced Queue Design (Phase 2B Additions)

  • VA_Escalation_Queue (SL: 20s)
  • Priority queue for VA escalations with context

  • Skill required: AI_Escalation_Handler

  • Sentiment_Priority_Queue (SL: 15s)

  • Expedited queue for negative sentiment

  • Skill required: Sentiment_Recovery

  • Digital_VA_Escalation_Queue (SL: 30s)

  • Chat/WhatsApp escalations from Dialogflow CX
  • Skills required: AI_Escalation_Handler + Digital_Channels

3.4 AI-Enhanced Skills Design (Phase 2B Additions)

  • AI_Escalation_Handler (Boolean) - 30 agents
  • Trained on context pickup from VA

  • Understand VA conversation history

  • Complex_Query_Handler (Boolean) - 20 agents

  • Multi-system queries VA cannot resolve

  • Advanced troubleshooting skills

  • Sentiment_Recovery (Boolean) - 15 agents

  • Handle negative sentiment escalations

  • De-escalation training required

  • Digital_Advanced (Proficiency 1-10) - 15 agents

  • Advanced digital channel handling
  • Rich messaging expertise

3.5 AI-Enhanced Flow Modifications (Phase 2B)

  • India_MainMenu_Flow_v1 (MODIFIED)
  • Add Virtual Agent V2 node before DTMF menu
  • Intent detection first, DTMF fallback

  • Context capture for agent handoff

  • EMEA_MainMenu_Flow_v1 (MODIFIED)

  • Add Webex AI Agent node (English only)

  • Simpler intent handling for EMEA

  • Americas_MainMenu_Flow_v1 (MODIFIED)

  • Add Webex AI Agent node (English only)

  • Simpler intent handling for Americas

  • Support_QueueTreatment_v1 (MODIFIED)

  • Add self-service offer while waiting (VA)

  • Allow callers to opt-in to VA assistance

  • Digital_Chat_Flow_v1 (MAJOR CHANGE)

  • Dialogflow CX integration
  • Full conversational AI

  • Rich messaging support

  • VA_Containment_Flow_v1 (NEW)

  • End-to-end contained interactions (no agent)

  • Track containment rate

  • AI_Escalation_Subflow_v1 (NEW)

  • Context handoff from VA to human agent
  • Preserve conversation history

3.6 Agent Assist Design (Phase 2B)

  • Design real-time transcription
  • Configure AI-powered suggestions
  • Design knowledge article recommendations
  • Configure sentiment analysis alerts
  • Design compliance monitoring (keywords)
  • Configure after-call work automation
  • Design conversation summarization
  • Plan Agent Assist rollout per team

3.7 AI Licensing (Phase 2B)

  • Procure Webex AI Agent license (1 virtual agent)
  • Procure Google CCAI license (Dialogflow CX Enterprise)
  • Procure Agent Assist licenses (if separate)
  • Plan AI usage monitoring
  • Configure AI usage alerts

Phase 4: Implementation & Configuration (Phase 2A Baseline)

4.1 WxCC Tenant Activation

  • Activate WxCC tenant (India DC)
  • Complete organization verification
  • Configure tenant settings
  • Set up administrative access
  • Configure SSO (Azure AD SAML)
  • Set up Multi-Factor Authentication (MFA)
  • Configure security policies
  • Document tenant configuration

4.2 Licensing Assignment

  • Import agent list (175 agents)
  • Assign Standard Agent licenses (100 agents)
  • Assign Premium Agent licenses (75 agents)
  • Assign Supervisor licenses (10 supervisors)
  • Assign WFO Recording licenses (175 agents)
  • Assign WFO QM licenses (50 agents)
  • Assign WFO WFM licenses (175 agents)
  • Validate license assignment
  • Configure license usage alerts

4.3 Entry Point Configuration

  • Create EP-01: India_Main_Voice_EP
  • Assign dial numbers: 1800-266-1000, +91-22-4960-1000
  • Associate flow: India_MainMenu_Flow_v1

  • Configure language: English + Hindi

  • Create EP-02: India_Sales_Direct_EP

  • Assign dial number: 1800-266-1001

  • Associate flow: India_Sales_Direct_Flow_v1

  • Create EP-03: EMEA_Main_Voice_EP

  • Assign dial number: +44-20-XXXX-XXXX

  • Associate flow: EMEA_MainMenu_Flow_v1

  • Create EP-04: Americas_Main_Voice_EP

  • Assign dial number: +1-201-XXX-XXXX

  • Associate flow: Americas_MainMenu_Flow_v1

  • Create EP-05: Global_Chat_EP

  • Configure web widget integration
  • Configure WhatsApp integration

  • Associate flow: Digital_Chat_Flow_v1

  • Create EP-06: Global_Email_EP

  • Configure email: support@abhavtech.com

  • Associate flow: Digital_Email_Flow_v1

  • Test all entry points

4.4 Queue Configuration (10 Queues)

  • Create Sales_India_Queue (SL: 30s, Max Wait: 10min)
  • Create Sales_EMEA_Queue (SL: 30s, Max Wait: 10min)
  • Create Sales_Americas_Queue (SL: 30s, Max Wait: 10min)
  • Create Support_India_Queue (SL: 45s, Max Wait: 15min)
  • Create Support_EMEA_Queue (SL: 45s, Max Wait: 15min)
  • Create Support_Americas_Queue (SL: 45s, Max Wait: 15min)
  • Create Billing_Queue (SL: 60s, Max Wait: 20min)
  • Create TechSupport_Queue (SL: 45s, Max Wait: 15min)
  • Create Digital_Chat_Queue (SL: 15s, Max Wait: 5min)
  • Create Digital_Email_Queue (SL: 4hr, Max Wait: 24hr)
  • Configure queue routing strategies
  • Configure queue treatment settings
  • Test queue routing

4.5 Skills Configuration (18 Skills)

  • Create Functional Skills (5)
  • Create Language Skills (4)
  • Create Regional Skills (3)
  • Create Product Skills (3)
  • Create Special Skills (3)
  • Configure skill proficiency levels (1-10)
  • Create skill profiles (12 profiles)
  • Validate skill configuration

4.6 Team Configuration (8 Teams)

  • Create India_Sales_Team (45 agents)
  • Create India_Support_Team (40 agents)
  • Create India_TechSupport (15 agents)
  • Create India_Billing_Team (10 agents)
  • Create India_Digital_Team (10 agents)
  • Create EMEA_Team (15 agents)
  • Create Americas_Team (10 agents)
  • Create Supervisor_Team (10 supervisors)
  • Assign agents to teams
  • Assign supervisors to teams
  • Configure team permissions
  • Validate team configuration

4.7 Agent Provisioning

  • Import 175 agent profiles
  • Assign agent licenses
  • Assign agents to teams
  • Assign skills to agents
  • Configure agent desktop settings
  • Assign Webex Calling extensions
  • Configure agent auxiliary codes
  • Provision Webex App for all agents
  • Test agent login and basic functions
  • Validate agent profile configuration

4.8 IVR Flow Development (9 Flows)

  • Build Flow 1: India_MainMenu_Flow_v1
  • Add greeting prompt node
  • Add language selection node (English/Hindi)
  • Add main menu node (DTMF 1-9, 0)
  • Add queue routing nodes per selection
  • Add timeout and retry handling
  • Add after-hours treatment

  • Test flow end-to-end

  • Build Flow 2: India_Sales_Direct_Flow_v1

  • Add greeting prompt
  • Add VIP detection logic
  • Add queue routing to Sales_India_Queue
  • Add callback offer if queue full

  • Test flow end-to-end

  • Build Flows 3-4: EMEA/Americas_MainMenu_Flow_v1

  • Build similar to India flow (English only)
  • Add region-specific routing

  • Test flows end-to-end

  • Build Flows 5-7: Queue Treatment Flows

  • Add music on hold
  • Add periodic announcements
  • Add EWT (Estimated Wait Time) announcements
  • Add callback offer after threshold

  • Test flows end-to-end

  • Build Flow 8: TechSupport_Flow_v1

  • Add product selection menu
  • Add skill-based routing (ProductA/B/C)
  • Add escalation logic

  • Test flow end-to-end

  • Build Flow 9: AfterHours_Subflow_v1

  • Add after-hours greeting per region
  • Add voicemail option
  • Add callback scheduling

  • Test flow end-to-end

  • Build Callback_Flow_v1

  • Build Survey_PostCall_v1
  • Build Digital_Chat_Flow_v1
  • Build Digital_Email_Flow_v1
  • Validate all flows in sandbox

4.9 Audio Prompts Upload

  • Upload 62 English prompts to WxCC
  • Upload 25 Hindi prompts to WxCC
  • Validate prompt quality (8kHz WAV)
  • Map prompts to flow nodes
  • Test prompt playback in flows
  • Configure dynamic TTS prompts (EWT)
  • Document prompt library structure

4.10 Salesforce CRM Integration

  • Install Webex Contact Center connector in Salesforce
  • Configure Salesforce connection in WxCC
  • Configure CTI screen pop rules
  • Configure click-to-dial integration
  • Configure case creation automation
  • Configure activity logging
  • Test screen pop with sample contacts
  • Test click-to-dial functionality
  • Test case creation workflow
  • Validate contact history synchronization

4.11 Recording Integration

  • Configure recording platform connection
  • Enable 100% call recording for all channels
  • Configure PCI-DSS pause/resume for Billing_Queue
  • Configure metadata tagging (agent, queue, timestamp)
  • Configure recording retention (7 years)
  • Test recording capture
  • Test recording retrieval
  • Test PCI pause/resume functionality
  • Validate recording compliance

4.12 WFO Platform Integration

  • Quality Management (QM)
  • Configure evaluation forms
  • Configure agent scoring criteria
  • Configure calibration workflows
  • Configure coaching workflows

  • Test evaluation process

  • Workforce Management (WFM)

  • Configure shift templates
  • Configure forecasting parameters
  • Configure adherence monitoring
  • Configure intraday management
  • Test scheduling workflow

4.13 Reporting & Analytics Configuration

  • Configure real-time dashboards
  • Queue statistics dashboard
  • Agent state dashboard

  • Service level monitoring

  • Configure historical reports

  • Daily queue performance report
  • Agent performance report

  • SLA compliance report

  • Configure custom dashboards

  • Executive dashboard
  • Operations dashboard
  • Agent performance dashboard

  • Compliance dashboard

  • Configure scheduled report distribution

  • Test report generation
  • Validate data accuracy

4.14 Agent Desktop Configuration

  • Configure Webex App agent desktop layout
  • Configure auxiliary codes (Break, Lunch, Meeting, Training, Away)
  • Configure call controls (Hold, Transfer, Conference, Warm Transfer)
  • Configure screen pop integration (Salesforce)
  • Configure multi-channel handling
  • Configure notification settings
  • Configure knowledge base integration (if applicable)
  • Test agent desktop functionality

4.15 Supervisor Desktop Configuration

  • Configure supervisor monitoring dashboards
  • Configure real-time queue monitoring
  • Configure agent state monitoring
  • Configure alert thresholds
  • Configure silent monitoring and coaching
  • Configure queue management controls
  • Configure real-time reporting views
  • Test supervisor desktop functionality

Phase 5: Testing & Validation

5.1 Unit Testing (Per Component)

  • Test each entry point individually
  • Test each queue individually
  • Test each flow individually
  • Test each integration point individually
  • Test agent login and profile
  • Test supervisor monitoring
  • Test reporting and analytics
  • Document all test results

5.2 Integration Testing

  • Test end-to-end call flow (inbound voice)
  • Caller dials entry point
  • IVR plays greeting
  • Caller navigates menu
  • Call routed to correct queue
  • Agent receives call
  • Salesforce screen pop displays
  • Agent handles call
  • Call recording captured
  • Post-call survey plays

  • Call data logged correctly

  • Test end-to-end chat flow

  • Test end-to-end email flow
  • Test callback functionality
  • Test warm transfer between agents
  • Test supervisor monitoring and barge-in
  • Test after-hours treatment
  • Test overflow and failover scenarios
  • Document all integration test results

5.3 Performance Testing

  • Test concurrent call capacity
  • 50% capacity (88 concurrent calls)
  • 80% capacity (140 concurrent calls)

  • 100% capacity (175 concurrent calls)

  • Test call quality under load

  • Test queue wait time accuracy
  • Test EWT announcement accuracy
  • Test recording performance under load
  • Test reporting accuracy under load
  • Monitor CPU, memory, network utilization
  • Document performance test results

5.4 Failure & Resilience Testing

  • Test agent logout and relogin
  • Test agent network disconnection and recovery
  • Test supervisor monitoring during agent disconnection
  • Test queue overflow handling
  • Test entry point failover (if configured)
  • Test recording system failover
  • Test Salesforce integration failure handling
  • Test after-hours treatment
  • Document failure test results

5.5 Compliance Testing

  • Test call recording (100% capture)
  • Test pre-call recording announcement (India, EMEA)
  • Test PCI-DSS pause/resume (Billing queue)
  • Test DTMF masking for card entry
  • Test data residency (confirm India DC)
  • Test recording retention (7 years)
  • Test audit logging
  • Document compliance test results

5.6 User Acceptance Testing (UAT)

  • Conduct UAT with 10 pilot agents (5 from each team)
  • Conduct UAT with 2 pilot supervisors
  • Test agent desktop usability
  • Test supervisor desktop usability
  • Test real-world call scenarios
  • Simple sales call
  • Complex support call
  • Billing call with payment
  • Technical support escalation

  • Angry customer call

  • Test multi-channel handling (voice + chat)

  • Test warm transfer and conference
  • Test supervisor monitoring and coaching
  • Collect UAT feedback
  • Address UAT issues
  • Obtain UAT sign-off

5.7 Sandbox Testing (Pre-Production)

  • Provision sandbox WxCC tenant
  • Replicate production configuration in sandbox
  • Conduct full end-to-end testing in sandbox
  • Train pilot agents in sandbox
  • Train supervisors in sandbox
  • Conduct dress rehearsal cutover in sandbox
  • Document all sandbox test results
  • Validate sandbox environment stability

5.8 Test Scenario Matrix (20 Scenarios)

Execute all 20 test scenarios per Chapter 6.10.2: - [ ] TS-01: Basic inbound call routing (Sales) - [ ] TS-02: Basic inbound call routing (Support) - [ ] TS-03: Language selection (Hindi IVR) - [ ] TS-04: Callback request from queue - [ ] TS-05: Warm transfer between agents - [ ] TS-06: Conference call (3-way) - [ ] TS-07: Supervisor silent monitoring - [ ] TS-08: Supervisor barge-in - [ ] TS-09: Salesforce screen pop - [ ] TS-10: Call recording verification - [ ] TS-11: PCI pause/resume (Billing) - [ ] TS-12: After-hours treatment - [ ] TS-13: VIP caller priority routing - [ ] TS-14: Queue overflow handling - [ ] TS-15: Skill-based routing (product expert) - [ ] TS-16: Digital chat routing - [ ] TS-17: Email routing and response - [ ] TS-18: Post-call survey - [ ] TS-19: Agent state changes - [ ] TS-20: Reporting accuracy (real-time + historical) - [ ] Document all test results - [ ] Obtain QA sign-off

Phase 6: Training Program

6.1 Training Curriculum Development

  • Develop agent training curriculum
  • WxCC platform overview
  • Webex App agent desktop training
  • Call handling procedures
  • Multi-channel handling (voice + digital)
  • Salesforce integration training
  • Quality and compliance training

  • Soft skills refresher

  • Develop supervisor training curriculum

  • WxCC supervisor desktop training
  • Real-time monitoring and coaching
  • Reporting and analytics training
  • Team management in WxCC

  • Escalation procedures

  • Develop administrator training curriculum

  • WxCC administration
  • Flow Designer training
  • Reporting and analytics
  • Integration management
  • Troubleshooting procedures

6.2 Training Materials Development

  • Create agent training slides (PPT)
  • Create supervisor training slides (PPT)
  • Create agent quick reference guides (PDF)
  • Create supervisor quick reference guides (PDF)
  • Record training videos
  • Agent desktop walkthrough (15 min)
  • Call handling procedures (20 min)
  • Salesforce integration (10 min)
  • Multi-channel handling (15 min)

  • Supervisor desktop walkthrough (20 min)

  • Create hands-on lab exercises

  • Create training assessment quizzes
  • Translate materials to Hindi (if required)

6.3 Training Environment Setup

  • Provision training sandbox tenant
  • Configure training users (175 agents + 10 supervisors)
  • Configure training queues and flows
  • Configure training CRM sandbox
  • Set up training call generators (simulated calls)
  • Validate training environment readiness
  • Document training environment access

6.4 Wave 1 Training - Chennai (30 Agents)

  • Schedule training sessions (2 weeks before cutover)
  • Conduct agent training (8 hours over 2 days)
  • Day 1: Platform overview, agent desktop, call handling

  • Day 2: Multi-channel, Salesforce, hands-on lab

  • Conduct supervisor training (4 hours)

  • Supervisor desktop, monitoring, reporting

  • Conduct hands-on lab exercises

  • Administer training assessment
  • Track training completion (target: 100%)
  • Address training feedback
  • Issue training completion certificates

6.5 Wave 2 Training - London & New Jersey (25 Agents)

  • Schedule training sessions (2 weeks before cutover)
  • Conduct agent training (8 hours over 2 days)
  • Conduct supervisor training (4 hours)
  • Conduct hands-on lab exercises
  • Administer training assessment
  • Track training completion (target: 100%)
  • Issue training completion certificates

6.6 Wave 3 Training - Mumbai HQ (120 Agents)

  • Schedule training sessions in batches (4 weeks before cutover)
  • Batch A: 30 agents (Week 1)
  • Batch B: 30 agents (Week 2)
  • Batch C: 30 agents (Week 3)

  • Batch D: 30 agents (Week 4)

  • Conduct agent training per batch (8 hours over 2 days)

  • Conduct supervisor training (4 hours)
  • Conduct hands-on lab exercises
  • Administer training assessment
  • Track training completion (target: 100%)
  • Issue training completion certificates

6.7 Help Desk Training

  • Train help desk staff on WxCC basics (4 hours)
  • Provide WxCC troubleshooting guide
  • Train on common issues and resolutions
  • Configure help desk ticketing system for WxCC
  • Conduct knowledge transfer session
  • Test help desk escalation procedures
  • Document help desk support procedures

6.8 Training Completion Tracking

  • Track agent training attendance per wave
  • Track training assessment scores (target: >80%)
  • Identify remedial training needs
  • Schedule refresher training as needed
  • Obtain training sign-off per wave
  • Archive training records

Phase 7: Migration Execution (BIG BANG Cutover)

7.1 Pre-Migration Preparation

Execute T-14 days before cutover: - [ ] Validate Phase 1 dependency (all 175 CC agents stable on Webex Calling) - [ ] Confirm 48-hour stability for CC agents on Webex Calling - [ ] Validate all Chapter 4 implementation tasks complete (100%) - [ ] Confirm all 20 test scenarios passed (Phase 5.8) - [ ] Validate training completion >95% per wave - [ ] Schedule cutover window (Weekend - Saturday 11pm to Sunday 11am) - [ ] Send final cutover notification to all stakeholders - [ ] Activate war room (physical + virtual) - [ ] Confirm 24/7 support resources available - [ ] Confirm vendor TAC cases opened (preventive) - [ ] Validate rollback plan and decision authority

7.2 Go/No-Go Decision (T-7 Days)

Execute final Go/No-Go review 7 days before cutover:

Gate Criteria Owner Status
G1 Phase 1 CC agents stable 48+ hours Voice Eng Lead [ ]
G2 Chapter 4 implementation 100% complete WxCC Eng Lead [ ]
G3 All 20 test scenarios passed QA Lead [ ]
G4 Agent training >95% complete (Wave ½/3) Training Lead [ ]
G5 Cutover runbook signed off Project Manager [ ]
G6 Rollback plan validated Voice Eng Lead [ ]
G7 Business owner approval CC Operations Mgr [ ]
G8 No P1/P2 open defects QA Lead [ ]
G9 Vendor TAC cases opened Voice Eng Lead [ ]
G10 War room resources confirmed Project Manager [ ]

Decision: All gates MUST be passed. If any gate fails, delay cutover by 1 week.

7.3 Wave 1 Cutover - Chennai (30 Agents)

Pilot Site - Weekend Cutover (Saturday 11pm - Sunday 11am)

Pre-Cutover (T-1 Day - Friday): - [ ] Send final reminder to Chennai agents - [ ] Brief Chennai supervisors on cutover plan - [ ] Activate war room (Friday 6pm) - [ ] Conduct pre-cutover checklist review - [ ] Validate all systems ready - [ ] Obtain final business sign-off

Cutover Execution (Saturday 11pm - Sunday 11am): - [ ] Phase 1: UCCX Graceful Shutdown (Sat 11pm - 11:30pm) - [ ] Announce impending outage (repeat every 5 min for 30 min) - [ ] Monitor queue for zero calls in queue - [ ] Disable new call routing to Chennai CSQs - [ ] Wait for all active calls to complete - [ ] Disable Chennai agent logins on UCCX - [ ] Document final UCCX state (agents logged out, queues empty)

  • Phase 2: WxCC Entry Point Activation (Sat 11:30pm - 12am)
  • Activate WxCC entry points for Chennai numbers
  • Update DNS records (if applicable)
  • Update PSTN routing to WxCC
  • Test inbound calls to Chennai entry points
  • Validate IVR plays correctly

  • Confirm calls reaching WxCC queues

  • Phase 3: Agent Onboarding (Sun 12am - 2am)

  • Chennai agents log into Webex App
  • Agents set state to "Available"
  • Supervisors verify all 30 agents logged in
  • Test call routing to each agent (sample 5 agents)
  • Validate Salesforce screen pop
  • Validate call recording

  • Monitor first 10 calls for quality

  • Phase 4: Monitoring & Stabilization (Sun 2am - 11am)

  • Monitor call quality metrics (MOS, latency, jitter)
  • Monitor queue statistics (ASA, abandonment, SL)
  • Monitor agent state and call handling
  • Monitor Salesforce integration
  • Monitor recording capture
  • Address any issues immediately

  • Document all issues and resolutions

  • Phase 5: Go-Live Validation (Sun 11am)

  • Verify all 30 Chennai agents operational
  • Verify call quality acceptable (MOS >4.0)
  • Verify queue SLA met (>90%)
  • Verify zero P1/P2 issues
  • Obtain business sign-off for Wave 1 go-live

Post-Cutover Hypercare (Sun - Thu - 5 Days): - [ ] Provide 24/7 hypercare support - [ ] Monitor call quality continuously - [ ] Monitor agent performance - [ ] Resolve all reported issues (P1 <1hr, P2 <4hr, P3 <24hr) - [ ] Conduct daily standup with business owner - [ ] Collect agent feedback daily - [ ] Document lessons learned - [ ] Validate 5-day stability before Wave 2

Wave 1 Success Criteria: - [ ] All 30 Chennai agents operational on WxCC - [ ] Call quality meets baseline (MOS >4.0) - [ ] Queue SLA >90% (30s for sales, 45s for support) - [ ] Abandonment rate <5% - [ ] Zero P1 issues, <3 P2 issues - [ ] Agent satisfaction score >70% - [ ] Business sign-off obtained

7.4 Wave 2 Cutover - London & New Jersey (25 Agents)

Execute 2 weeks after Wave 1 - Weekend Cutover (Saturday 11pm - Sunday 11am)

Pre-Cutover (T-1 Day - Friday): - [ ] Validate Wave 1 stability (5+ days) - [ ] Send final reminder to London/NJ agents - [ ] Brief London/NJ supervisors - [ ] Activate war room (Friday 6pm) - [ ] Obtain final business sign-off

Cutover Execution (Saturday 11pm - Sunday 11am): - [ ] Phase 1: UCCX Graceful Shutdown (Sat 11pm - 11:30pm) - [ ] Same procedure as Wave 1 - [ ] Disable London/NJ agent logins on UCCX

  • Phase 2: WxCC Entry Point Activation (Sat 11:30pm - 12am)
  • Activate WxCC entry points for London/NJ numbers

  • Test inbound calls to EMEA/Americas entry points

  • Phase 3: Agent Onboarding (Sun 12am - 2am)

  • London (15 agents) log into Webex App
  • New Jersey (10 agents) log into Webex App
  • Supervisors verify all 25 agents logged in
  • Test call routing to each site

  • Validate all integrations

  • Phase 4: Monitoring & Stabilization (Sun 2am - 11am)

  • Monitor call quality metrics
  • Monitor queue statistics

  • Address any issues immediately

  • Phase 5: Go-Live Validation (Sun 11am)

  • Verify all 25 London/NJ agents operational
  • Obtain business sign-off for Wave 2 go-live

Post-Cutover Hypercare (Sun - Thu - 5 Days): - [ ] Provide 24/7 hypercare support - [ ] Monitor continuously - [ ] Validate 5-day stability before Wave 3

7.5 Wave 3 Cutover - Mumbai HQ (120 Agents)

Execute 2 weeks after Wave 2 - Weekend Cutover (Saturday 11pm - Sunday 11am)

Pre-Cutover (T-1 Day - Friday): - [ ] Validate Wave 2 stability (5+ days) - [ ] Send final reminder to Mumbai agents - [ ] Brief Mumbai supervisors - [ ] Activate war room (Friday 6pm) - [ ] CRITICAL: Mumbai is 24x7 operation - highest risk cutover - [ ] Confirm additional support resources (on-site + remote) - [ ] Obtain final business sign-off

Cutover Execution (Saturday 11pm - Sunday 11am): - [ ] Phase 1: UCCX Graceful Shutdown (Sat 11pm - 11:30pm) - [ ] Same procedure as Wave ½ - [ ] Disable Mumbai agent logins on UCCX - [ ] Final UCCX shutdown for all sites

  • Phase 2: WxCC Entry Point Activation (Sat 11:30pm - 12am)
  • Activate WxCC entry points for Mumbai numbers

  • Test inbound calls to India_Main_Voice_EP

  • Phase 3: Agent Onboarding (Sun 12am - 4am)

  • Mumbai 120 agents log into Webex App (batches of 30)
  • Batch A (30 agents): 12am-1am
  • Batch B (30 agents): 1am-2am
  • Batch C (30 agents): 2am-3am
  • Batch D (30 agents): 3am-4am
  • Supervisors verify all 120 agents logged in
  • Test call routing across all batches

  • Validate all integrations

  • Phase 4: Monitoring & Stabilization (Sun 4am - 11am)

  • Monitor call quality metrics
  • Monitor queue statistics (24x7 operation)
  • Monitor agent state across all batches
  • Address any issues immediately

  • Heightened monitoring for Mumbai (24x7 site)

  • Phase 5: Go-Live Validation (Sun 11am)

  • Verify all 120 Mumbai agents operational
  • Verify 24x7 operation uninterrupted
  • Obtain business sign-off for Wave 3 go-live

Post-Cutover Hypercare (Sun - Sat - 7 Days - Extended): - [ ] Provide 24/7 hypercare support (extended to 7 days for Mumbai) - [ ] Monitor continuously (special focus on 24x7 operation) - [ ] Validate 7-day stability for final sign-off

Wave 3 Success Criteria: - [ ] All 120 Mumbai agents operational on WxCC - [ ] 24x7 operation stable (no downtime) - [ ] Call quality meets baseline (MOS >4.0) - [ ] Queue SLA >90% - [ ] Abandonment rate <5% - [ ] Zero P1 issues, <5 P2 issues - [ ] Business sign-off obtained

7.6 Final Migration Validation

Execute after Wave 3 hypercare (Day 8): - [ ] Verify all 175 agents migrated successfully - [ ] Chennai: 30 agents [OK] - [ ] London: 15 agents [OK] - [ ] New Jersey: 10 agents [OK] - [ ] Mumbai: 120 agents [OK]

  • Validate zero agents remain on UCCX
  • Confirm all integrations functional (Salesforce, Recording, WFO)
  • Validate all 6 entry points operational
  • Verify all 10 queues routing correctly
  • Confirm call quality meets baseline (MOS >4.0)
  • Verify recording compliance (100% capture)
  • Validate reporting accuracy (real-time + historical)
  • Obtain final business sign-off for Phase 2A completion

7.7 Rollback Procedures (Emergency Only)

Execute ONLY if critical failure occurs during cutover:

Rollback Triggers: - [ ] >10% call quality degradation (MOS <3.5) - [ ] >20% abandonment rate - [ ] Critical integration failure (Salesforce, Recording) - [ ] >5 P1 issues within first 2 hours - [ ] Business owner mandates rollback

Rollback Procedure: - [ ] Activate rollback decision authority (Project Manager + IT Director) - [ ] Notify all stakeholders of rollback - [ ] Phase 1: WxCC Graceful Shutdown - [ ] Announce rollback to agents - [ ] Agents log out of WxCC - [ ] Disable WxCC entry points

  • Phase 2: UCCX Reactivation
  • Re-enable UCCX CSQs
  • Re-enable UCCX agent logins
  • Update PSTN routing back to UCCX

  • Agents log back into Finesse

  • Phase 3: Validate UCCX Restoration

  • Test inbound calls to UCCX
  • Verify agents receiving calls
  • Validate call quality

  • Confirm all integrations functional

  • Phase 4: Post-Rollback Activities

  • Conduct root cause analysis
  • Document all issues encountered
  • Identify remediation actions
  • Schedule new migration attempt (minimum 2 weeks delay)
  • Communicate rollback to business owner

Rollback Time Window: - [ ] Maximum rollback time: 2 hours - [ ] Target rollback completion: <1 hour - [ ] Rollback window: Within first 4 hours of cutover only - [ ] After 4 hours: Forward-fix only (no rollback)

Phase 8: Post-Migration Operations & Hypercare

8.1 Hypercare Support (First 14 Days)

  • Activate 24/7 hypercare support team
  • Day shift (8am-8pm): 5 engineers + 2 supervisors
  • Night shift (8pm-8am): 3 engineers + 1 supervisor

  • Weekend: 3 engineers + 1 supervisor

  • Establish war room (physical + virtual)

  • Daily standup meetings with business owner (9am daily)
  • Monitor call quality metrics continuously
  • Monitor queue statistics continuously
  • Monitor agent performance
  • Track and resolve all issues (P1 <1hr, P2 <4hr, P3 <24hr)
  • Collect agent feedback daily
  • Conduct daily lessons learned sessions
  • Document all issues and resolutions
  • Transition to BAU support on Day 15

8.2 Issue Management

  • Establish issue tracking system (JIRA, ServiceNow)
  • Define issue severity levels
  • P1: Critical - Complete service outage (Response: 15min, Resolution: 1hr)
  • P2: High - Partial service degradation (Response: 30min, Resolution: 4hr)
  • P3: Medium - Non-critical functionality issue (Response: 2hr, Resolution: 24hr)

  • P4: Low - Minor issue or enhancement (Response: 24hr, Resolution: 7 days)

  • Create issue escalation matrix

  • Track issue metrics (MTTR, MTTD, resolution rate)
  • Conduct daily issue review meetings
  • Document all issues and resolutions
  • Identify root causes and preventive actions

8.3 Performance Monitoring (First 30 Days)

  • Monitor call quality metrics daily
  • MOS (Mean Opinion Score) - Target: >4.0
  • Latency - Target: <150ms
  • Jitter - Target: <30ms

  • Packet Loss - Target: <1%

  • Monitor queue statistics daily

  • Average Speed to Answer (ASA) - Target: <30s sales, <45s support
  • Service Level - Target: >90%
  • Abandonment Rate - Target: <5%

  • Queue Wait Time - Target: <2min average

  • Monitor agent performance daily

  • Average Handle Time (AHT)
  • Occupancy Rate - Target: 75-85%
  • Adherence - Target: >90%

  • Login/Logout accuracy

  • Generate daily performance reports

  • Conduct weekly performance reviews
  • Identify performance optimization opportunities

8.4 Agent Adoption & Feedback

  • Conduct agent satisfaction surveys (weekly for first month)
  • Collect agent feedback on desktop usability
  • Identify additional training needs
  • Schedule refresher training sessions as needed
  • Monitor agent attrition rates
  • Address agent concerns promptly
  • Recognize top-performing agents
  • Document agent feedback and actions taken

8.5 Integration Validation

  • Monitor Salesforce integration performance
  • Screen pop success rate - Target: >98%
  • Click-to-dial success rate - Target: >98%

  • Case creation accuracy - Target: 100%

  • Monitor recording platform performance

  • Recording capture rate - Target: 100%
  • PCI pause/resume accuracy - Target: 100%

  • Recording retrieval success rate - Target: >98%

  • Monitor WFO platform performance

  • QM evaluation workflow

  • WFM schedule adherence

  • Address integration issues promptly

  • Optimize integration configurations

8.6 Compliance Monitoring

  • Verify call recording compliance (100% capture)
  • Validate PCI-DSS compliance (Billing queue)
  • Monitor data residency (India DC)
  • Validate recording consent (India, EMEA)
  • Generate compliance evidence reports
  • Conduct compliance audits monthly
  • Address compliance gaps immediately
  • Document compliance validation

8.7 Capacity Management

  • Monitor concurrent call capacity
  • Track peak call volume times
  • Monitor agent utilization
  • Identify capacity constraints
  • Plan for capacity expansion (if needed)
  • Document capacity planning procedures
  • Schedule quarterly capacity reviews

8.8 Knowledge Base Development

  • Document common issues and resolutions
  • Create troubleshooting decision trees
  • Document best practices
  • Create agent desktop tips and tricks
  • Document escalation procedures
  • Create FAQ for agents and supervisors
  • Publish knowledge base to help desk
  • Update knowledge base regularly

8.9 Continuous Improvement

  • Collect feedback from all stakeholders (agents, supervisors, business owners)
  • Analyze support ticket trends
  • Identify process improvement opportunities
  • Optimize flow logic based on usage patterns
  • Optimize queue routing strategies
  • Fine-tune skill-based routing
  • Update audio prompts based on feedback
  • Conduct monthly operations reviews
  • Document continuous improvement initiatives

8.10 BAU Handover (Day 15)

  • Transition from hypercare to BAU support
  • Reduce war room support hours
  • Establish regular support coverage
  • Business hours (8am-6pm): 2 engineers
  • On-call (6pm-8am): 1 engineer

  • Weekend: On-call only

  • Define SLA for BAU support

  • P1: Response 30min, Resolution 4hr
  • P2: Response 2hr, Resolution 8hr
  • P3: Response 4hr, Resolution 24hr

  • P4: Response 24hr, Resolution 5 days

  • Establish change management process

  • Schedule weekly operations reviews
  • Document support escalation procedures
  • Conduct BAU handover meeting
  • Obtain BAU support team sign-off
  • Close hypercare support activities

Phase 9: UCCX Decommissioning

9.1 UCCX Decommissioning Prerequisites

  • CRITICAL: Verify all 175 agents successfully migrated to WxCC
  • CRITICAL: Validate 30+ days WxCC operational stability
  • Confirm zero agents remain on UCCX
  • Confirm all call routing migrated to WxCC
  • Validate all integrations migrated (Salesforce, Recording)
  • Confirm all audio prompts migrated
  • Verify all historical data archived
  • Obtain business sign-off for UCCX decommissioning

9.2 Data Archival

  • Archive UCCX configuration files
  • Archive UCCX historical reporting data (minimum 7 years retention)
  • Agent performance data
  • Queue statistics
  • Call detail records (CDR)

  • Recording metadata (if applicable)

  • Archive UCCX IVR scripts (.aef files)

  • Archive UCCX audio prompts
  • Archive UCCX integration configurations
  • Validate archived data accessibility
  • Document archival location and retention period

9.3 UCCX Shutdown Procedure

  • GATE: Minimum 30 days post-migration stability required
  • Final validation: Zero active agent sessions on UCCX
  • Disable UCCX agent logins
  • Disable UCCX CTI ports (JTAPI)
  • Disable UCCX applications
  • Shutdown UCCX server nodes
  • Disconnect UCCX from CUCM CTI Manager
  • Document shutdown completion

9.4 Hardware Disposition

  • Power down UCCX servers (2 nodes - HA pair)
  • Remove servers from data center racks
  • Sanitize server hard drives (secure erase per IT policy)
  • Return leased hardware to vendor (if applicable)
  • Dispose of owned hardware per IT policy
  • Update asset inventory

9.5 License Management

  • Return UCCX licenses to Cisco (if applicable)
  • Cancel UCCX SmartNet support contracts
  • Cancel Finesse licenses
  • Document license cost savings
  • Update license inventory

9.6 Integration Decommissioning

  • Decommission UCCX-Salesforce connector
  • Decommission UCCX recording integration (if separate)
  • Decommission UCCX wallboards (if not migrated)
  • Decommission UCCX reporting integrations (if not migrated)
  • Document integration decommissioning

9.7 Final Documentation

  • Create UCCX decommissioning completion report
  • Document lessons learned from migration
  • Update network architecture diagrams
  • Update IT asset inventory
  • Archive project documentation
  • Obtain final sign-off from business owners
  • Close Phase 2 migration project formally

Phase 10: Steady-State Operations

10.1 Operational Dashboards

  • Configure Control Hub WxCC dashboards
  • Configure real-time queue monitoring dashboards
  • Configure agent performance dashboards
  • Configure supervisor dashboards
  • Configure executive dashboards
  • Configure compliance monitoring dashboards
  • Configure capacity utilization dashboards
  • Schedule regular dashboard reviews (weekly)

10.2 Alerting & Notifications

  • Configure critical service alerts
  • Configure call quality degradation alerts
  • Configure queue SLA breach alerts
  • Configure abandonment rate threshold alerts
  • Configure agent adherence alerts
  • Configure recording failure alerts
  • Configure integration failure alerts
  • Test all alert notifications

10.3 Incident Management

  • Establish incident management process
  • Define incident severity levels
  • Create incident response procedures
  • Document escalation matrix
  • Set up on-call rotation for WxCC support
  • Define SLA for incident resolution
  • Conduct incident response drills quarterly
  • Track incident metrics (MTTR, MTBF, resolution rate)

10.4 Change Management

  • Establish change management process for WxCC
  • Define change approval workflow
  • Create change request templates (Flow updates, Queue changes)
  • Schedule maintenance windows (monthly)
  • Document change procedures
  • Conduct post-change reviews
  • Track change success rate
  • Maintain change calendar

10.5 Performance Management

  • Track call quality metrics (MOS, latency, jitter, packet loss)
  • Monitor queue performance (ASA, SL, abandonment)
  • Track agent performance (AHT, occupancy, adherence)
  • Monitor first call resolution (FCR)
  • Track customer satisfaction (CSAT) scores
  • Generate monthly performance reports
  • Conduct quarterly performance reviews
  • Benchmark against industry standards

10.6 Compliance Operations

  • Monitor call recording compliance (100% capture)
  • Validate PCI-DSS compliance (Billing queue)
  • Monitor data residency (India DC)
  • Validate recording consent (India, EMEA)
  • Track recording retention (7 years)
  • Generate monthly compliance reports
  • Conduct quarterly compliance audits
  • Address compliance gaps immediately

10.7 Capacity Management

  • Monitor concurrent call capacity monthly
  • Track peak call volume trends
  • Monitor agent utilization trends
  • Forecast capacity needs (3/6/12 months)
  • Plan for seasonal spikes (holidays, product launches)
  • Plan for agent growth (Phase 3)
  • Document capacity expansion procedures
  • Schedule quarterly capacity planning reviews

10.8 User Support

  • Establish help desk procedures for WxCC
  • Create support knowledge base
  • Document common issues and resolutions
  • Train help desk staff on WxCC
  • Set up ticketing system for WxCC issues
  • Define support SLA
  • Monitor support ticket trends
  • Conduct quarterly user satisfaction surveys

10.9 Training & Onboarding

  • Develop onboarding program for new agents
  • Schedule refresher training quarterly
  • Develop advanced training for experienced agents
  • Create training for new features (Phase 2B AI)
  • Maintain training materials (update quarterly)
  • Track training completion rates
  • Conduct training effectiveness assessments

10.10 Continuous Improvement

  • Collect agent feedback quarterly
  • Analyze support ticket trends monthly
  • Identify process improvement opportunities
  • Evaluate new WxCC features (monthly releases)
  • Plan feature adoption roadmap
  • Optimize flows based on usage patterns
  • Optimize queue routing strategies
  • Fine-tune skill-based routing
  • Update audio prompts based on feedback
  • Conduct quarterly operations reviews
  • Document best practices
  • Benchmark against industry best practices

Appendix: Critical Success Factors

Technical Requirements

  • All 175 agents successfully migrated to WxCC
  • All 6 entry points operational
  • All 10 queues routing correctly (Phase 2A)
  • All 9 IVR flows functional
  • Call quality meets baseline (MOS >4.0)
  • All integrations functional (Salesforce, Recording, WFO)
  • Recording compliance validated (100% capture)
  • Data residency compliance validated (India DC)
  • Zero open P1/P2 issues post-migration
  • UCCX decommissioned successfully

Business Requirements

  • Zero unplanned business downtime during migration
  • Queue SLA maintained >90% post-migration
  • Abandonment rate <5%
  • First call resolution maintained >70%
  • Agent satisfaction score >70%
  • Customer satisfaction (CSAT) maintained or improved
  • Cost savings targets achieved
  • Migration completed within timeline
  • Business owner sign-off obtained
  • Training completion >95%

Compliance Requirements

  • Call recording compliance validated (100% capture)
  • PCI-DSS compliance validated (Billing queue)
  • Data residency requirements met (India DC)
  • GDPR compliance validated (EMEA)
  • Recording consent compliance validated (India, EMEA)
  • Audit trail complete and accessible
  • Compliance reports generated monthly
  • Annual compliance reviews scheduled

Phase 2B AI Enhancement Readiness (Future)

  • Phase 2A operational stability >6 months
  • Historical data collected for AI training
  • Webex AI Agent license procured
  • Google CCAI (Dialogflow CX) license procured
  • Intent taxonomy designed (30+ intents)
  • Training data prepared (FAQs, conversation logs)
  • Agent training program developed for AI escalations
  • Virtual Agent "Abhi" personality designed
  • AI performance benchmarks defined

Risk Mitigation

  • Rollback procedures tested and documented
  • 24/7 support coverage during migration
  • Vendor escalation paths established (Cisco TAC)
  • All critical incidents documented
  • Lessons learned captured
  • Backup configurations preserved (UCCX archive)
  • Disaster recovery plan validated
  • Business continuity plan updated

Sign-Off

Project Completion Checklist (Phase 2A Baseline)

  • All 3 migration waves completed successfully
  • All 175 agents migrated to WxCC
  • Phase 1 dependency satisfied (agents stable on Webex Calling)
  • All testing passed (functional, integration, performance, UAT)
  • UCCX decommissioned (post-30 day stability)
  • Documentation complete (as-built, runbooks, procedures)
  • Training delivered (agents, supervisors, help desk)
  • Knowledge transfer complete (BAU operations team)
  • Operations team handover complete
  • Project closure report submitted
  • Lessons learned documented
  • Phase 2B AI enhancement roadmap documented

Approvals

Role Name Signature Date
Project Manager
Collaboration Architect
Contact Center Architect
Network Architect
Security Architect
IT Director
Operations Manager
CC Operations Manager
Business Owner

Document Cross-Reference

Chapter Document Reference
Chapter 3 WxCC Design (Phase 2) Section 3.1 - 3.5
Chapter 6 WxCC Implementation (Phase 2) Section 6.1 - 6.10
Chapter 7 WxCC Migration Execution Section 7.1 - 7.4
Chapter 8 Operations & Day 2 Section 8.1 - 8.5
Chapter 9 AI Features Design Section 9.1 - 9.3
Chapter 10 AI Integration Implementation Section 10.1 - 10.11
Appendices Reference Materials Appendix 10A - 10E
Document Integration Point Reference
CUCM-Webex Calling Checklist Phase 1 Dependency Phase 1.1
CUCM-Webex Calling Checklist Batch 5 CC Agents Phase 5.5
CUCM-Webex Calling Checklist 48-Hour Stability Gate Phase 5.5 Post-Migration
Project Integration Point Reference
ABV-SDWAN-2024 QoS for CC Traffic SD-WAN Master Checklist Phase 4
ABV-SDA-ISE-2025 Network Policy DNAC-ISE Master Checklist Phase 5
ABV-COLLAB-MIG-2026-P1 Phase 1 CUCM Migration Dependency CUCM-Webex Calling Checklist

Phase 1 to Phase 2 Critical Handoff

Handoff Point Description Checklist Reference
Batch 5 Completion 175 CC agents migrated to Webex Calling CUCM-Webex Calling Phase 5.5
48-Hour Stability Mandatory stability before Phase 2 start CUCM-Webex Calling Phase 5.5 Post-Migration
Hard Gate Phase 2 cannot start until Batch 5 stable UCCX-WxCC Phase 1.1
No Parallel Operation UCCX requires CUCM - BIG BANG cutover UCCX-WxCC Phase 7.1

Quick Reference: Phase Summary

Phase Focus Area Key Deliverables Duration
1 Prerequisites & Phase 1 Dependency Phase 1 validation, UCCX assessment 2-3 weeks
2 WxCC Design (Phase 2A) Architecture, queues, skills, flows 4-6 weeks
3 Phase 2B AI Design (Future) Hybrid AI architecture, Virtual Agent Phase 2B
4 Implementation & Configuration Tenant setup, provisioning, integrations 6-8 weeks
5 Testing & Validation Unit, integration, UAT, sandbox testing 3-4 weeks
6 Training Program Agent/supervisor/admin training 4-6 weeks
7 Migration Execution (BIG BANG) 3 waves - Chennai/London-NJ/Mumbai 6-8 weeks
8 Post-Migration & Hypercare Issue resolution, monitoring, BAU handover 2 weeks
9 UCCX Decommissioning Data archival, shutdown, hardware disposal 2 weeks
10 Steady-State Operations Monitoring, incident mgmt, continuous improvement Ongoing

Quick Reference: Migration Wave Summary

Wave Site Agents Timeline Dependencies Hypercare
Wave 1 Chennai (Pilot) 30 Week 5 Phase 1 stable, Training complete 5 days
Wave 2 London + New Jersey 25 Week 7 Wave 1 stable 5+ days 5 days
Wave 3 Mumbai HQ (Final) 120 Week 10 Wave 2 stable 5+ days 7 days (24x7 site)
TOTAL 4 Sites 175 10 weeks Phase 1 + Training 14 days total

CRITICAL GATE: Phase 1 Batch 5 (175 CC agents) must be stable on Webex Calling for 48+ hours before Phase 2 Wave 1 can proceed.

MIGRATION APPROACH: BIG BANG per wave - no parallel operation between UCCX and WxCC possible due to CUCM CTI dependency.

Quick Reference: Phase 2A vs Phase 2B

Aspect Phase 2A (Baseline) Phase 2B (AI Enhancement)
Status Current Planned (6+ months post-2A)
Queues 10 queues +3 AI queues (13 total)
Skills 18 skills +4 AI skills (22 total)
Flows 9 DTMF flows Modified flows + AI nodes
AI Platform None Webex AI Agent + Dialogflow CX
Virtual Agent None "Abhi" (voice + digital)
Agent Assist None Real-time transcription + suggestions
Licensing Standard/Premium Agent +1 Webex AI Agent + 1 CCAI license
Training Standard CC training +AI escalation handler training
Dependencies Phase 1 stable Phase 2A stable 6+ months + historical data

Document Version: 1.0
Last Updated: January 2026
Organization: Abhavtech
Classification: Internal Use
Cross-Reference: CUCM-Webex Calling Master Checklist (Phase 1)
Dependency: Phase 1 Batch 5 must be complete and stable before Phase 2 start

End of UCCX-to-Webex Contact Center Migration Checklist