ABHAVTECH WxCC MIGRATION - MASTER REFERENCE CARD
DO NOT DEVIATE FROM THESE SPECIFICATIONS
Project: ABV-COLLAB-MIG-2026 | Version: 2.0 | Date: January 2026
Source of Truth: Chapter 3 (Baseline Design) + Chapter 10 (AI Enhancement)
DOCUMENT VERSION HISTORY
| Version |
Date |
Changes |
| 1.0 |
Jan 2026 |
Initial release - UCCX to WxCC baseline migration |
| 2.0 |
Jan 2026 |
Added hybrid AI architecture, Phase 2A/2B distinction, new skills/queues |
MIGRATION PHASE STRUCTURE
+-----------------------------------------------------------------------------+
| ABHAVTECH MIGRATION PHASES |
+-----------------------------------------------------------------------------+
| |
| PHASE 1: CUCM -> WEBEX CALLING [OK] COMPLETE |
| ======================================================================= |
| * 3,200 enterprise users migrated |
| * Webex Calling operational across 12 sites |
| * Reference: Chapters 1-2, 4-5 |
| |
| 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 |
| * Reference: Chapters 3, 6-8 |
| |
| PHASE 2B: AI ENHANCEMENT (HYBRID) 🔮 PLANNED |
| ======================================================================= |
| * Virtual Agent "Abhi" deployment |
| * Webex AI Agent + Dialogflow CX hybrid architecture |
| * Flow modifications for intent-based routing |
| * New AI-specific skills and queues |
| * Agent Assist enablement |
| * Reference: Chapters 9-10 |
| |
| PHASE 3: PREDICTIVE ROUTING & OPTIMIZATION 🔮 FUTURE |
| ======================================================================= |
| * Requires 6+ months historical data from Phase 2A |
| * Auto-trained routing models |
| * Advanced analytics |
| |
+-----------------------------------------------------------------------------+
1. AGENT DISTRIBUTION (175 TOTAL)
| Site |
Voice |
Digital |
Total |
Hours |
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 |
|
|
2. LICENSING
| License Type |
Quantity |
Assignment |
| Standard Agent |
100 |
Voice-only agents |
| Premium Agent |
75 |
Voice + Digital agents |
| Supervisor |
10 |
Team supervisors |
| Webex AI Agent |
1 |
Virtual Agent "Abhi" (Voice IVR) |
| Google CCAI |
1 |
Dialogflow CX (Complex conversations) |
| WFO Recording |
175 |
All agents |
| WFO QM |
50 |
Evaluation sample |
| WFO WFM |
175 |
All agents |
License Distribution: Mumbai (80 Std + 40 Prem), Chennai (15+15), London (5+10), NJ (0+10)
3. ENTRY POINTS (6 TOTAL)
| ID |
Entry Point Name |
Channel |
Dial Numbers |
Flow |
| EP-01 |
India_Main_Voice_EP |
Telephony |
1800-266-1000, +91-22-4960-1000 |
India_MainMenu_Flow_v1 |
| EP-02 |
India_Sales_Direct_EP |
Telephony |
1800-266-1001 |
India_Sales_Direct_Flow_v1 |
| EP-03 |
EMEA_Main_Voice_EP |
Telephony |
+44-20-XXXX-XXXX |
EMEA_MainMenu_Flow_v1 |
| EP-04 |
Americas_Main_Voice_EP |
Telephony |
+1-201-XXX-XXXX |
Americas_MainMenu_Flow_v1 |
| EP-05 |
Global_Chat_EP |
Chat |
Web widget / WhatsApp |
Digital_Chat_Flow_v1 |
| EP-06 |
Global_Email_EP |
Email |
support@abhavtech.com |
Digital_Email_Flow_v1 |
4. QUEUES - PHASE 2A BASELINE (10 QUEUES)
| Queue Name |
Channel |
SL |
Skills Required |
Team |
| Sales_India_Queue |
Voice |
30s |
Sales, Region_India |
India_Sales_Team |
| Sales_EMEA_Queue |
Voice |
30s |
Sales, Region_EMEA |
EMEA_Team |
| Sales_Americas_Queue |
Voice |
30s |
Sales, Region_Americas |
Americas_Team |
| Support_India_Queue |
Voice |
45s |
Support, Region_India |
India_Support_Team |
| Support_EMEA_Queue |
Voice |
45s |
Support, Region_EMEA |
EMEA_Team |
| Support_Americas_Queue |
Voice |
45s |
Support, Region_Americas |
Americas_Team |
| Billing_Queue |
Voice |
60s |
Billing |
India_Billing_Team |
| TechSupport_Queue |
Voice |
45s |
TechnicalSupport |
India_TechSupport |
| Digital_Chat_Queue |
Chat |
15s |
Digital_Channels |
India_Digital_Team |
| Digital_Email_Queue |
Email |
4hr |
Digital_Channels |
India_Digital_Team |
4B. QUEUES - PHASE 2B AI ADDITIONS (+3 QUEUES = 13 TOTAL)
| Queue Name |
Channel |
SL |
Skills Required |
Purpose |
| VA_Escalation_Queue |
Voice |
20s |
AI_Escalation_Handler |
Priority queue for VA escalations with context |
| Sentiment_Priority_Queue |
Voice |
15s |
Sentiment_Recovery |
Negative sentiment detected - expedited |
| Digital_VA_Escalation_Queue |
Digital |
30s |
AI_Escalation_Handler, Digital_Channels |
Chat/WhatsApp escalations from Dialogflow CX |
UCCX CSQ Mapping: Sales_India_CSQ -> Sales_India_Queue | Sales_EMEA_CSQ -> Sales_EMEA_Queue | Sales_Americas_CSQ -> Sales_Americas_Queue | Support_CSQ -> Support_India/EMEA/Americas_Queue (split) | Billing_CSQ -> Billing_Queue | TechSupport_CSQ -> TechSupport_Queue
5. SKILLS - PHASE 2A BASELINE (18 SKILLS)
| Category |
Skill Name |
Type |
Agents |
| Functional |
Sales |
Boolean |
65 |
|
Support |
Boolean |
55 |
|
Billing |
Boolean |
15 |
|
TechnicalSupport |
Boolean |
15 |
|
Digital_Channels |
Boolean |
25 |
| Language |
English |
Proficiency 1-10 |
175 |
|
Hindi |
Proficiency 1-10 |
80 |
|
Tamil |
Proficiency 1-10 |
15 (Phase 3) |
|
German |
Proficiency 1-10 |
5 (Phase 3) |
| Regional |
Region_India |
Boolean |
150 |
|
Region_EMEA |
Boolean |
15 |
|
Region_Americas |
Boolean |
10 |
| Product |
ProductA_Expert |
Proficiency 1-10 |
8 |
|
ProductB_Expert |
Proficiency 1-10 |
7 |
|
ProductC_Expert |
Proficiency 1-10 |
5 |
| Special |
VIP_Handler |
Boolean |
10 |
|
Escalation_Handler |
Boolean |
5 |
|
Callback_Qualified |
Boolean |
50 |
5B. SKILLS - PHASE 2B AI ADDITIONS (+4 SKILLS = 22 TOTAL)
| Category |
Skill Name |
Type |
Agents |
Purpose |
| AI-Related |
AI_Escalation_Handler |
Boolean |
30 |
Handle VA escalations (trained on context pickup) |
|
Complex_Query_Handler |
Boolean |
20 |
Multi-system queries VA cannot resolve |
|
Sentiment_Recovery |
Boolean |
15 |
Handle negative sentiment escalations |
|
Digital_Advanced |
Proficiency 1-10 |
15 |
Advanced digital channel handling |
Proficiency Scale: 1-3 Basic | 4-6 Intermediate | 7-9 Advanced | 10 Expert
6. FLOWS - PHASE 2A BASELINE (9 FLOWS)
| UCCX Script |
WxCC Flow |
Complexity |
Daily Volume |
| MainMenu_EN.aef |
India_MainMenu_Flow_v1 |
MEDIUM |
~2,500 calls |
| MainMenu_HI.aef |
(merged with EN flow) |
MEDIUM |
~800 calls |
| SalesQueue.aef |
Sales_QueueTreatment_v1 |
LOW |
- |
| SupportQueue.aef |
Support_QueueTreatment_v1 |
MEDIUM |
- |
| BillingQueue.aef |
Billing_QueueTreatment_v1 |
MEDIUM |
- |
| TechSupport.aef |
TechSupport_Flow_v1 |
MEDIUM |
- |
| AfterHours.aef |
AfterHours_Subflow_v1 |
LOW |
- |
| Callback.aef |
Callback_Flow_v1 |
HIGH |
- |
| Survey.aef |
Survey_PostCall_v1 |
MEDIUM |
- |
6B. FLOWS - PHASE 2B AI MODIFICATIONS & ADDITIONS
| Flow |
Modification Type |
Changes |
| India_MainMenu_Flow_v1 |
MODIFIED |
Add Virtual Agent V2 node before DTMF menu; Intent detection first; DTMF fallback |
| EMEA_MainMenu_Flow_v1 |
MODIFIED |
Add Webex AI Agent node (English); Simpler intent handling |
| Americas_MainMenu_Flow_v1 |
MODIFIED |
Add Webex AI Agent node (English); Simpler intent handling |
| Support_QueueTreatment_v1 |
MODIFIED |
Add self-service offer while waiting (VA) |
| Digital_Chat_Flow_v1 |
MAJOR CHANGE |
Dialogflow CX integration; Full conversational AI |
| VA_Containment_Flow_v1 |
NEW |
End-to-end contained interactions (no agent) |
| AI_Escalation_Subflow_v1 |
NEW |
Context handoff from VA to human agent |
Audio Prompts: 87 Total (62 English + 25 Hindi) + AI TTS responses
7. TEAMS (8 TOTAL)
| Team Name |
Site |
Agents |
Supervisor |
Primary Queue |
| India_Sales_Team |
Mumbai |
45 |
Priya Sharma |
Sales_India_Queue |
| India_Support_Team |
Mumbai |
40 |
Raj Kumar |
Support_India_Queue |
| India_TechSupport |
Mumbai |
15 |
Amit Verma |
TechSupport_Queue |
| India_Billing_Team |
Mumbai |
15 |
Sneha Gupta |
Billing_Queue |
| Chennai_Support |
Chennai |
25 |
Karthik Raja |
Support_India_Queue |
| India_Digital_Team |
Chennai |
25 |
Lakshmi Iyer |
Digital_Chat/Email_Queue |
| EMEA_Team |
London |
15 |
James Wilson |
Sales/Support_EMEA_Queue |
| Americas_Team |
New Jersey |
10 |
Mike Johnson |
Sales/Support_Americas_Queue |
Total Supervisors: 10 (8 team leads + 2 Mumbai floor supervisors)
+-----------------------------------------------------------------------------+
| HYBRID AI PLATFORM ARCHITECTURE |
+-----------------------------------------------------------------------------+
| |
| CUSTOMER INTERACTION |
| | |
| +-----------------+-----------------+ |
| v v |
| +-----------------+ +-----------------+ |
| | VOICE CHANNEL | | DIGITAL CHANNELS| |
| | (IVR Entry) | | (Chat/WhatsApp) | |
| +--------+--------+ +--------+--------+ |
| | | |
| v v |
| +-----------------------+ +-----------------------+ |
| | WEBEX AI AGENT | | DIALOGFLOW CX | |
| | (Cisco Native) | | (Google CCAI) | |
| +-----------------------+ +-----------------------+ |
| | * Simple IVR tasks | | * Complex multi-turn | |
| | * DTMF + basic NLU | | * Advanced NLU (EN/HI)| |
| | * Hours/Location FAQs | | * Order status (API) | |
| | * Menu navigation | | * Troubleshooting | |
| | * Callback requests | | * Account management | |
| | * Post-call survey | | * Sentiment-aware | |
| | | | * Rich responses | |
| | INTENTS: 5 simple | | INTENTS: 10 complex | |
| | COST: Included in WxCC| | COST: GCP consumption | |
| +-----------+-----------+ +-----------+-----------+ |
| | | |
| +-----------------+-----------------+ |
| v |
| +-------------------------+ |
| | WxCC FLOW DESIGNER | |
| | (Orchestration Layer) | |
| +-------------------------+ |
| | * Virtual Agent V2 Node | |
| | * Intent-based routing | |
| | * Context preservation | |
| | * Fallback to DTMF/Agent| |
| +-----------+-------------+ |
| | |
| v |
| +-------------------------+ |
| | HUMAN AGENTS | |
| | (with Agent Assist) | |
| +-------------------------+ |
| |
+-----------------------------------------------------------------------------+
| Use Case |
Platform |
Channel |
Rationale |
| Simple IVR deflection |
Webex AI Agent |
Voice |
Lower latency, native, no GCP costs |
| Hours/Location FAQs |
Webex AI Agent |
Voice |
Static FAQ, simple response |
| Menu navigation assist |
Webex AI Agent |
Voice |
DTMF fallback available |
| Callback requests |
Webex AI Agent |
Voice |
Native WxCC callback integration |
| Post-call survey |
Webex AI Agent |
Voice |
Simple CSAT collection |
| Order status lookup |
Dialogflow CX |
All |
API integration, multi-turn |
| Product inquiry |
Dialogflow CX |
All |
Complex catalog queries |
| Account management |
Dialogflow CX |
All |
Secure authentication, PII |
| Troubleshooting |
Dialogflow CX |
All |
Multi-turn diagnostic flows |
| Billing inquiries |
Dialogflow CX |
All |
Payment integration |
| Chat conversations |
Dialogflow CX |
Chat |
Rich responses, carousels |
| WhatsApp |
Dialogflow CX |
WhatsApp |
Template messages, media |
8.2 Virtual Agent "Abhi" Configuration
| Attribute |
Webex AI Agent |
Dialogflow CX |
| Name |
Abhi (अà¤à¤¿) |
Abhi (अà¤à¤¿) |
| Voice |
Neural TTS - Indian English Male |
Neural TTS - Indian English Male |
| Languages |
English |
English, Hindi |
| GCP Project |
N/A |
abhavtech-wxcc-ai |
| GCP Region |
N/A |
asia-south1 (Mumbai) |
| Intents |
5 simple |
10 complex |
| Integration |
Native WxCC |
Virtual Agent V2 node + CCAI Connector |
8.3 Intent Distribution (15 Total)
| Intent |
Platform |
Channels |
Complexity |
| greeting.hello |
Both |
All |
Low |
| hours.location |
Webex AI Agent |
Voice |
Low |
| callback.request |
Webex AI Agent |
Voice |
Low |
| feedback.survey |
Webex AI Agent |
Voice |
Low |
| agent.handoff |
Both |
All |
Low |
| order.status |
Dialogflow CX |
All |
Medium |
| order.track |
Dialogflow CX |
All |
Medium |
| product.inquiry |
Dialogflow CX |
All |
Medium |
| product.pricing |
Dialogflow CX |
All |
Medium |
| account.balance |
Dialogflow CX |
All |
Medium |
| account.info |
Dialogflow CX |
All |
Medium |
| support.general |
Dialogflow CX |
All |
Medium |
| support.troubleshoot |
Dialogflow CX |
All |
High |
| billing.inquiry |
Dialogflow CX |
All |
Medium |
| fallback.default |
Both |
All |
Low |
8.4 Containment Targets
| Phase |
Timeline |
Target |
Notes |
| Phase 2B Launch |
Month 1 |
25% |
Limited intents, conservative routing |
| Optimization |
Month 3 |
35% |
Expanded intents, tuning |
| Mature State |
Month 6 |
45% |
Full coverage |
| Advanced |
Month 12 |
50%+ |
Continuous learning |
9. USER PROFILES (4 TOTAL)
| Profile |
Count |
Multimedia |
Permissions |
| Standard_Agent |
100 |
Voice only (1 call) |
Basic agent functions |
| Premium_Agent |
75 |
Voice + 3 chats + 5 emails |
Agent Assist, digital channels |
| Supervisor |
10 |
Full multimedia |
Monitor, whisper, barge, reports |
| Admin |
5 |
Optional |
Full configuration access |
10. COMPLIANCE BY REGION
| Region |
Data Center |
Recording Retention |
Key Regulations |
| India |
India DC |
365 days (OSP) |
DoT/TRAI toll bypass, OSP |
| UK |
UK DC |
180 days |
UK GDPR, OFCOM |
| EU |
EU DC (Frankfurt) |
180 days |
EU GDPR, BSI C5 |
| Americas |
US DC |
90 days |
State regulations |
Recording: 100% all calls | Consent announcement required | PCI auto-pause on Billing queue
AI Data Processing: Dialogflow CX processes in asia-south1 (Mumbai) for India compliance
11. CURRENT STATE METRICS (UCCX BASELINE)
| Metric |
Current (UCCX) |
Phase 2A Target |
Phase 2B Target (AI) |
| Daily Call Volume |
3,800 |
4,000 |
4,500+ |
| Service Level (30s) |
72% |
80% |
85% |
| AHT |
7.5 min |
6.5 min |
5.5 min |
| FCR |
68% |
75% |
82% |
| Abandonment |
8.5% |
6% |
4% |
| CSAT |
3.8/5 |
4.0/5 |
4.⅗ |
| IVR Containment |
12% |
15% |
35%+ (AI) |
12. INFRASTRUCTURE INTEGRATION
| System |
Integration Type |
Purpose |
Phase |
| CUCM 14.0 |
CTI (decommissioned) |
Legacy voice platform |
Sunset |
| Webex Calling |
Native |
PSTN termination |
2A |
| Salesforce |
OAuth/REST API |
CRM integration |
2A |
| Azure AD |
SAML SSO |
Authentication |
2A |
| Google Cloud |
Service Account |
Dialogflow CX |
2B |
| SD-WAN |
Network |
ABV-SDWAN-2024 |
2A |
| DNA Center |
Network |
ABV-SDA-ISE-2025 |
2A |
| Order Management API |
REST/Webhook |
Order status lookups |
2B |
| Billing System API |
REST/Webhook |
Account/payment queries |
2B |
13. AGENT ASSIST CONFIGURATION (PHASE 2B)
| Feature |
Status |
Configuration |
| Context Summaries |
Enabled |
Auto-generate on transfer |
| Suggested Responses |
Enabled |
Top 3 suggestions |
| Sentiment Analysis |
Enabled |
Real-time display |
| Knowledge Base |
Enabled |
Abhavtech KB (to be created) |
| Auto Wrap-Up |
Enabled |
AI-generated disposition |
| Next Best Action |
Phase 3 |
Requires historical data |
14. KNOWLEDGE BASE REQUIREMENTS (PHASE 2B)
| Category |
Articles |
Source |
Priority |
| Product FAQs |
50 |
Product documentation |
High |
| Troubleshooting Guides |
30 |
Support team knowledge |
High |
| Policy & Procedures |
20 |
Internal documentation |
Medium |
| Billing FAQs |
15 |
Finance team |
Medium |
| Company Information |
10 |
Marketing |
Low |
| TOTAL |
125 |
|
|
Database Platform: PostgreSQL (to be created for Agent Assist and VA fulfillment)
CRITICAL VALIDATION CHECKLIST
Phase 2A (Baseline) Validation
Phase 2B (AI Enhancement) Validation
DOCUMENT CROSS-REFERENCES
| Chapter |
Content |
Status |
| Chapter 1 |
Discovery & Current State |
[OK] Complete |
| Chapter 2 |
Webex Calling Design |
[OK] Complete |
| Chapter 3 |
WxCC Design - Phase 2A Baseline |
[OK] Complete v2.0 |
| Chapter 4 |
Security & Compliance |
[OK] Complete |
| Chapter 5 |
Network & Infrastructure |
[OK] Complete |
| Chapter 6 |
WxCC Implementation |
[OK] Complete v3.0 |
| Chapter 7 |
Migration Execution |
[OK] Complete |
| Chapter 8 |
Operations & Support |
[OK] Complete |
| Chapter 9 |
AI Features Strategic Roadmap |
[OK] Complete |
| Chapter 10 |
AI Integration & Implementation |
📋 In Progress |
QUICK REFERENCE: PHASE 2A vs 2B
| Component |
Phase 2A (Baseline) |
Phase 2B (AI) |
Delta |
| Entry Points |
6 |
6 |
0 |
| Queues |
10 |
13 |
+3 |
| Skills |
18 |
22 |
+4 |
| Flows |
9 |
11 (+ 5 modified) |
+2 new |
| Teams |
8 |
8 |
0 |
| Virtual Agent |
Not deployed |
Deployed (hybrid) |
New |
| Agent Assist |
Not enabled |
Enabled |
New |
| Knowledge Base |
N/A |
125 articles |
New |
| IVR Type |
DTMF menus |
AI + DTMF fallback |
Enhanced |
© 2026 Abhavtech.com - Master Reference Card v2.0
For Phase 2A baseline: Reference Chapter 3
For Phase 2B AI enhancement: Reference Chapters 9-10