Chapter 7: WxCC Migration Execution (Phase 2) -- 7.1 Pre-Migration Readiness¶
7.1 Pre-Migration Readiness¶
7.1.1 Phase 1 Dependency¶
+-----------------------------------------------------------------------------+
| WXCC MIGRATION - PHASE 1 DEPENDENCY |
+-----------------------------------------------------------------------------+
| |
| [!]️ CRITICAL: UCCX REQUIRES CUCM FOR CTI CONNECTIVITY |
| |
| DEPENDENCY CHAIN: |
| ----------------- |
| |
| +-------------+ CTI (JTAPI) +-------------+ |
| | UCCX |<-------------------| CUCM | |
| | (Contact | | (Call | |
| | Center) | | Control) | |
| +-------------+ +-------------+ |
| | | |
| | | |
| | MIGRATION IMPACT: | |
| | ----------------- | |
| | | |
| v v |
| Once CC agents move to Once CUCM is decommissioned, |
| Webex Calling (Phase 1 UCCX loses CTI connectivity. |
| Batch 5), they cannot No parallel operation possible. |
| receive UCCX routed calls. |
| |
| IMPLICATION: |
| ------------ |
| WxCC cutover is effectively a BIG BANG for contact center. |
| Phase 1 completion is a HARD GATE for Phase 2. |
| Rollback = Full stack rollback (Webex Calling -> CUCM -> UCCX) |
| |
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7.1.2 Prerequisites Checklist¶
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| WXCC MIGRATION - PREREQUISITES CHECKLIST |
+-----------------------------------------------------------------------------+
| |
| PHASE 1 COMPLETION (MANDATORY) |
| ----------------------------------------------------------------------- |
| [ ] All 175 CC agents migrated to Webex Calling (Chapter 7 P1 Batch 5) |
| [ ] CC agent desk phones registered to Webex Calling |
| [ ] Webex App deployed to all CC agents |
| [ ] PSTN connectivity validated (LGW India, CCPP EMEA/US) |
| [ ] Phase 1 48-hour stability confirmed for CC agents |
| [ ] CUCM decommission NOT started (rollback path preserved) |
| |
| CHAPTER 6 IMPLEMENTATION (MANDATORY) |
| ----------------------------------------------------------------------- |
| [ ] WxCC tenant activated (India DC) |
| [ ] All 175 agent licenses assigned |
| [ ] 6 Entry Points configured |
| [ ] 10 Queues configured |
| [ ] 18 Skills created |
| [ ] 12 Skill Profiles created |
| [ ] 8 Teams configured |
| [ ] 9 Flows built and validated |
| [ ] 87 Audio prompts uploaded (62 EN + 25 HI) |
| [ ] Virtual Agent "Abhi" integrated (Dialogflow CX) |
| [ ] Salesforce connector configured |
| [ ] Recording enabled (100% all calls) |
| [ ] PCI auto-pause configured (Billing queue) |
| [ ] All 20 test scenarios passed (Chapter 6.10.2) |
| |
| INFRASTRUCTURE |
| ----------------------------------------------------------------------- |
| [ ] DNS entries prepared for cutover |
| [ ] Toll-free number porting request submitted (if applicable) |
| [ ] SD-WAN QoS validated (ABV-SDWAN-2024) |
| [ ] India DC data residency confirmed |
| |
| TRAINING |
| ----------------------------------------------------------------------- |
| [ ] Agent training curriculum finalized |
| [ ] Supervisor training curriculum finalized |
| [ ] Training environment provisioned (sandbox tenant) |
| [ ] Training schedule published |
| |
| OPERATIONS |
| ----------------------------------------------------------------------- |
| [ ] Cutover runbook reviewed and signed off |
| [ ] Rollback procedures documented |
| [ ] Hypercare support schedule confirmed |
| [ ] Help desk briefed on WxCC support |
| [ ] Vendor TAC cases opened (preventive) |
| |
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7.1.3 Go/No-Go Gate¶
| Gate | Criteria | Owner | Status |
|---|---|---|---|
| G1 | Phase 1 CC agents stable 48+ hours | Voice Eng Lead | [ ] |
| G2 | Chapter 6 implementation 100% complete | WxCC Eng Lead | [ ] |
| G3 | All 20 test scenarios passed | QA Lead | [ ] |
| G4 | Agent training 100% complete (per wave) | 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 | [ ] |
Decision: All gates MUST be passed before cutover proceeds.