Chapter 7: WxCC Migration Execution (Phase 2)¶
UCCX to Webex Contact Center Migration Procedures¶
Migration Summary¶
| Metric | UCCX (Current) | WxCC (Target) | Migration Scope |
|---|---|---|---|
| Total Agents | 175 | 175 | All agents |
| Voice Agents | 150 | 150 | 4 sites |
| Digital Agents | 25 | 25 -> 50 | Post-migration expansion |
| Sites | 4 | 4 | Chennai -> London/NJ -> Mumbai |
| Queues | 6 CSQs | 10 WxCC Queues | Expanded routing |
| Skills | 8 | 18 | Enhanced skill model |
| IVR Scripts | 9 | 9 Flows | Rebuilt in Flow Designer |
| Virtual Agent | None | Abhi (Dialogflow CX) | New capability |
This chapter is split into the following migration-execution topics, following the same sequence as a live cutover.
In This Chapter¶
- 7.1 Pre-Migration Readiness
- 7.2 Migration Wave Planning
- 7.3 Agent Training
- 7.4 Cutover Execution
- 7.5 Rollback Procedures
- 7.6 Go-Live Validation
- 7.7 Hypercare Support
- 7.8 UCCX Decommissioning
- 7.9 Cutover Checklists Reference
Document References¶
| Reference | Description |
|---|---|
| Chapter 1 | Discovery & Current State Assessment |
| Chapter 3 v2.0 | Webex Contact Center Design (source of truth) |
| Chapter 6 v3.0 | WxCC Implementation Procedures |
| Chapter 7 Phase 1 | CUCM to Webex Calling Migration |
| Master Reference Card | Single source of truth for specifications |
| WxCC Admin Guide | help.webex.com/en-us/article/n4jgze8 |
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