Chapter 3: Webex Contact Center Design (Phase 2)¶
Executive Summary¶
This chapter provides comprehensive design specifications for migrating Abhavtech's existing Cisco UCCX contact center to Webex Contact Center (WxCC). The design follows a migration-focused approach rather than greenfield, ensuring business continuity while leveraging modern cloud contact center capabilities.
Migration Scope:
| Metric | UCCX (Current) | WxCC (Target) |
|---|---|---|
| Total Agents | 175 | 175 (scalable to 300) |
| Voice Agents | 150 | 150 |
| Digital Agents | 25 | 25 -> 50 (post-migration) |
| IVR Scripts | 9 UCCX scripts | 9 Flow Designer flows |
| Audio Prompts | 87 prompts | 87 prompts (converted) |
| Languages | English, Hindi | English, Hindi + Tamil (Phase 3) |
| Queues | 6 CSQ queues | 8 WxCC queues |
| Skills | 8 skills | 12 skills (expanded) |
Key Design Principles:
- Business Continuity First: Zero-downtime migration with parallel operation period
- Feature Parity Before Enhancement: Match UCCX functionality before adding WxCC features
- Multi-Region Compliance: India DoT/TRAI, GDPR, UK Data Protection
- AI-Ready Architecture: Built for Virtual Agent "Abhi" integration from Day 1
This chapter is split into the following topics, each covering one stage of the Webex Contact Center design.
In This Chapter¶
- 3.1 UCCX Current State Assessment
- 3.2 Webex Contact Center Architecture
- 3.3 Entry Point Design
- 3.4 Queue Design
- 3.5 Skills and Routing Design
- 3.6 Flow Designer - IVR Migration
- 3.7 Agent Desktop Design
- 3.8 Digital Channel Design
- 3.9 AI Features Design
- 3.10 Contact Center Compliance by Region
Chapter Summary¶
This chapter has provided comprehensive design specifications for migrating Abhavtech's UCCX contact center to Webex Contact Center, including:
Completed Sections: - [OK] 3.1 UCCX Current State Assessment (detailed inventory) - [OK] 3.2 Webex Contact Center Architecture (multi-region) - [OK] 3.3 Entry Point Design (6 entry points) - [OK] 3.4 Queue Design (10 queues) - [OK] 3.5 Skills and Routing Design (18 skills) - [OK] 3.6 Flow Designer - IVR Migration (detailed flow diagrams) - [OK] 3.7 Agent Desktop Design (user profiles) - [OK] 3.8 Digital Channel Design (Chat, WhatsApp, Email) - [OK] 3.9 AI Features Design (Virtual Agent Abhi, Agent Assist) - [OK] 3.10 Contact Center Compliance by Region
Next Steps (Chapter 7: Migration Execution): - Contact Center cutover runbook - Parallel operation procedures - Agent training plan - Go-live checklist
© 2026 Abhavtech.com - Internal Use Only Document Code: ABV-COLLAB-MIG-2026-P2-CH3