Chapter 2: Webex Calling Design -- 2.5 Feature Design¶
2.5 Feature Design¶
2.5.1 Hunt Groups¶
Hunt Group Migration from CUCM:
| Hunt Group | Pilot Number | Pattern | Members | Migration Strategy |
|---|---|---|---|---|
| HG-Mumbai-Reception | +91-22-4960-0000 | Circular | 8 | Migrate batch 2 |
| HG-Mumbai-IT | +91-22-4960-0001 | Top Down | 12 | Migrate batch 1 (Pilot) |
| HG-Mumbai-HR | +91-22-4960-0002 | Circular | 6 | Migrate batch 2 |
| HG-Mumbai-Finance | +91-22-4960-0003 | Longest Idle | 8 | Migrate batch 3 |
| HG-Chennai-Reception | +91-44-4960-0000 | Circular | 4 | Migrate batch 4 |
| HG-Bangalore-Reception | +91-80-4321-0000 | Circular | 3 | Migrate batch 4 |
| HG-Delhi-Reception | +91-11-4765-0000 | Circular | 3 | Migrate batch 4 |
| HG-London-Reception | +44-20-7946-0000 | Circular | 4 | Migrate batch 5 |
| HG-London-Sales | +44-20-7946-0001 | Longest Idle | 10 | Migrate batch 5 |
| HG-NJ-Reception | +1-201-555-0000 | Circular | 4 | Migrate batch 6 |
| HG-NJ-Sales | +1-201-555-0001 | Longest Idle | 8 | Migrate batch 6 |
| HG-Dallas-Reception | +1-214-555-0000 | Circular | 3 | Migrate batch 6 |
Webex Calling Hunt Group Configuration:
# Hunt Group Template - Mumbai Reception
hunt_group:
name: "HG-Mumbai-Reception"
location: "ABV-Mumbai-HQ"
phone_number: "+91-22-4960-0000"
extension: "8001"
language: "en_IN"
time_zone: "Asia/Kolkata"
call_policies:
policy: "CIRCULAR" # Options: CIRCULAR, REGULAR (Top-Down), SIMULTANEOUS, UNIFORM (Longest Idle)
ring_pattern: "NORMAL"
forward_enabled: true
forward_destination: "+91-22-4960-0001" # Forward to IT Support if no answer
forward_after_rings: 6
wait_for_answer: true
no_answer_number_of_rings: 4
distinctive_ring: true
agents:
- extension: "1001"
weight: null # Not applicable for CIRCULAR
- extension: "1002"
- extension: "1003"
- extension: "1004"
Critical: Hunt Group Migration Batching Rule
+-----------------------------------------------------------------------------+
| [!]️ MIGRATION RULE: Hunt Group members MUST migrate together |
| |
| All agents in a hunt group must move to Webex Calling in the same batch. |
| Split migration (some agents on CUCM, some on Webex) will break routing. |
| |
| Pre-migration checklist: |
| [ ] Identify all hunt group members |
| [ ] Assign all members to same migration batch |
| [ ] Validate all member phones are MPP-capable |
| [ ] Configure hunt group in Webex before member cutover |
+-----------------------------------------------------------------------------+
2.5.2 Auto Attendants¶
Auto Attendant Design:
| Auto Attendant | Location | Main Number | Hours | Language |
|---|---|---|---|---|
| AA-Mumbai-Main | Mumbai HQ | +91-22-4960-0000 | 24/7 | English/Hindi |
| AA-Chennai | Chennai | +91-44-4960-0000 | Business | English/Tamil |
| AA-London-Main | London | +44-20-7946-0000 | Business | English |
| AA-Frankfurt-Main | Frankfurt | +49-69-8888-0000 | Business | German/English |
| AA-NewJersey | New Jersey | +1-201-555-0000 | Business | English |
| AA-TollFree-India | Mumbai | 1800-266-1000 | 24/7 | English/Hindi |
| AA-TollFree-UK | London | +44-800-123-4567 | Business | English |
| AA-TollFree-US | New Jersey | +1-800-555-0123 | Business | English |
Sample Auto Attendant Menu (Mumbai Main):
+-----------------------------------------------------------------------------+
| AA-MUMBAI-MAIN - IVR MENU STRUCTURE |
+-----------------------------------------------------------------------------+
| |
| GREETING: "Welcome to Abhavtech. Your call may be recorded for quality." |
| |
| BUSINESS HOURS (9 AM - 6 PM IST): |
| ================================= |
| "Press 1 for Sales" -> Transfer to HG-Mumbai-Sales |
| "Press 2 for Customer Support" -> Transfer to Call Queue (Phase 2) |
| "Press 3 for Human Resources" -> Transfer to HG-Mumbai-HR |
| "Press 4 for Finance" -> Transfer to HG-Mumbai-Finance |
| "Press 5 for IT Support" -> Transfer to HG-Mumbai-IT |
| "Press 0 for Reception" -> Transfer to HG-Mumbai-Reception |
| "To dial by extension, press 9" -> Extension dialing enabled |
| No input timeout (10 sec) -> Transfer to Reception |
| |
| AFTER HOURS (6 PM - 9 AM IST): |
| ============================== |
| "Thank you for calling Abhavtech. Our office is currently closed. |
| Office hours are Monday to Friday, 9 AM to 6 PM India Standard Time. |
| Please leave a message after the tone, or call back during business |
| hours. For emergencies, press 1 to reach our on-call support." |
| |
| Press 1 -> After-hours mobile (rotational) |
| No input -> Voicemail (general mailbox) |
| |
| HOLIDAY SCHEDULE: |
| ================= |
| Indian national holidays -> After-hours greeting |
| Configured in Control Hub schedules |
| |
+-----------------------------------------------------------------------------+
2.5.3 Virtual Lines (Shared Line Migration)¶
Shared Line to Virtual Line Migration:
Webex Calling uses Virtual Lines to replace CUCM shared lines. Virtual Lines are independently licensed line appearances that can be shared across multiple devices.
| CUCM Shared Line | Users | Virtual Line Name | Extension | DID |
|---|---|---|---|---|
| Reception Mumbai | 4 | VL-Mumbai-Reception | 8900 | +91-22-4960-8900 |
| Reception Chennai | 2 | VL-Chennai-Reception | 8901 | +91-44-4567-8901 |
| Finance Hotline | 3 | VL-Finance-Hotline | 8902 | +91-22-4960-8902 |
| Executive Admin | 2 | VL-Exec-Admin | 8903 | +91-22-4960-8903 |
| CEO Assistant | 2 | VL-CEO-Assistant | 8904 | Internal only |
Virtual Line Configuration:
# Virtual Line Template
virtual_line:
name: "VL-Mumbai-Reception"
location: "ABV-Mumbai-HQ"
extension: "8900"
phone_number: "+91-22-4960-8900"
calling_line_id:
first_name: "Reception"
last_name: "Mumbai"
announcement_language: "en_IN"
devices:
- type: "MPP"
model: "Cisco 8865"
mac: "AA:BB:CC:DD:EE:01"
line_key_position: 2
- type: "MPP"
model: "Cisco 8865"
mac: "AA:BB:CC:DD:EE:02"
line_key_position: 2
- type: "MPP"
model: "Cisco 8845"
mac: "AA:BB:CC:DD:EE:03"
line_key_position: 2
- type: "MPP"
model: "Cisco 8845"
mac: "AA:BB:CC:DD:EE:04"
line_key_position: 2
2.5.4 Call Park & Pickup¶
Call Park Configuration:
| Location | Park Extensions | Range | Timeout | Recall Destination |
|---|---|---|---|---|
| Mumbai HQ | 10 | #7810 - #7819 | 60 sec | Original parker |
| Chennai | 5 | #7820 - #7824 | 60 sec | Original parker |
| Bangalore | 5 | #7825 - #7829 | 60 sec | Original parker |
| London | 5 | #7910 - #7914 | 60 sec | Original parker |
| Frankfurt | 5 | #7920 - #7924 | 60 sec | Original parker |
| New Jersey | 5 | #7930 - #7934 | 60 sec | Original parker |
| Dallas | 3 | #7935 - #7937 | 60 sec | Original parker |
Call Pickup Groups:
| Location | Pickup Group | Extensions | Pickup Code |
|---|---|---|---|
| Mumbai - IT | CPG-Mumbai-IT | 1100-1120 | *98 |
| Mumbai - HR | CPG-Mumbai-HR | 1200-1220 | *98 |
| Mumbai - Finance | CPG-Mumbai-Fin | 1300-1330 | *98 |
| Mumbai - Sales | CPG-Mumbai-Sales | 1400-1450 | *98 |
| Chennai - All | CPG-Chennai | 2000-2300 | *98 |
| London - All | CPG-London | 4000-4400 | *98 |