Chapter 7: WxCC Migration Execution (Phase 2) -- 7.4 Cutover Execution¶
7.4 Cutover Execution¶
7.4.1 Cutover Overview¶
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| WXCC CUTOVER - HIGH-LEVEL APPROACH |
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| CUTOVER TYPE: Weekend Big-Bang (per wave) |
| |
| WHY WEEKEND: |
| * Lowest call volume period |
| * Maximum time for issue resolution |
| * Minimal customer impact |
| * Staff availability for extended hours |
| |
| WHY BIG-BANG (NOT PARALLEL): |
| * UCCX depends on CUCM CTI - no parallel possible after Phase 1 |
| * Single Entry Point cannot route to both UCCX and WxCC simultaneously |
| * Clean cutover reduces complexity |
| |
| CUTOVER SEQUENCE: |
| ----------------- |
| |
| +-------------+ +-------------+ +-------------+ +-------------+ |
| | FREEZE |--->| SWITCH |--->| VERIFY |--->| GO LIVE | |
| | UCCX | | ROUTING | | WXCC | | | |
| +-------------+ +-------------+ +-------------+ +-------------+ |
| T-0 T+30 min T+60 min T+120 min |
| |
| DURATION: ~3 hours (cutover) + 48 hours (stabilization) |
| |
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7.4.2 Cutover Team & Roles¶
| Role | Name | Responsibilities | Contact |
|---|---|---|---|
| Cutover Manager | [PM Name] | Overall coordination, Go/No-Go decisions | +91-XXXXX |
| Voice Engineering Lead | [Eng Name] | Routing changes, Entry Points, Flows | +91-XXXXX |
| WxCC Admin | [Admin Name] | Control Hub configuration, agent activation | +91-XXXXX |
| CC Operations Manager | [Ops Name] | Agent coordination, business validation | +91-XXXXX |
| Network Engineer | [Net Name] | DNS changes, connectivity issues | +91-XXXXX |
| QA Lead | [QA Name] | Test execution, defect logging | +91-XXXXX |
| Help Desk Lead | [HD Name] | Agent support, issue triage | +91-XXXXX |
| Vendor TAC | Cisco TAC | Escalation support | TAC Case # |
7.4.3 Wave 1 Cutover Runbook (Chennai)¶
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| WAVE 1 CUTOVER RUNBOOK - CHENNAI |
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| |
| DATE: [Week 5 Friday] |
| START TIME: 6:00 PM IST |
| END TIME: 9:00 PM IST (Go-Live ready) |
| |
| TIME | TASK | OWNER | STATUS |
| ========================================================================= |
| |
| PRE-CUTOVER (4:00 PM - 6:00 PM) |
| ------------------------------------------------------------------------- |
| 4:00 PM | Go/No-Go call | Cutover Mgr | [ ] |
| 4:30 PM | Notify Chennai agents - logout | CC Ops | [ ] |
| 5:00 PM | Verify all Chennai agents logged | CC Ops | [ ] |
| | out of UCCX Finesse | | |
| 5:30 PM | Final UCCX backup | Voice Eng | [ ] |
| 5:45 PM | Notify help desk - cutover start | Cutover Mgr | [ ] |
| |
| CUTOVER EXECUTION (6:00 PM - 7:30 PM) |
| ------------------------------------------------------------------------- |
| 6:00 PM | *** CUTOVER START *** | Cutover Mgr | [ ] |
| 6:00 PM | Disable Chennai agents in UCCX | Voice Eng | [ ] |
| | (make agents unavailable) | | |
| 6:15 PM | Update Entry Point routing: | WxCC Admin | [ ] |
| | - Enable WxCC India_Main flow | | |
| | - Chennai queues active | | |
| 6:30 PM | Verify WxCC Entry Points active | Voice Eng | [ ] |
| | Control Hub -> CC -> Entry Points | | |
| 6:45 PM | Chennai agents login to WxCC | CC Ops | [ ] |
| | Agent Desktop | | |
| 7:00 PM | Verify 30 agents showing | WxCC Admin | [ ] |
| | "Available" in WxCC | | |
| 7:15 PM | Recording validation (test call) | Voice Eng | [ ] |
| 7:30 PM | *** CUTOVER COMPLETE *** | Cutover Mgr | [ ] |
| |
| VALIDATION (7:30 PM - 9:00 PM) |
| ------------------------------------------------------------------------- |
| 7:30 PM | Execute test scenarios: | QA Lead | |
| | [ ] TC-01: India TF -> Sales queue | | [ ] |
| | [ ] TC-02: Hindi language selection | | [ ] |
| | [ ] TC-09: Virtual Agent "Abhi" | | [ ] |
| | [ ] TC-13: Agent hold/resume | | [ ] |
| | [ ] TC-14: Blind transfer | | [ ] |
| | [ ] TC-17: Web chat (if applicable) | | [ ] |
| 8:30 PM | Test results review | QA Lead | [ ] |
| 8:45 PM | Issue resolution (if needed) | Voice Eng | [ ] |
| 9:00 PM | Go-Live confirmation | Cutover Mgr | [ ] |
| |
| GO-LIVE (Saturday 9:00 AM IST) |
| ------------------------------------------------------------------------- |
| 9:00 AM | Chennai operations start on WxCC | CC Ops | [ ] |
| 9:00 AM | Enhanced monitoring begins | Voice Eng | [ ] |
| Ongoing | Issue tracking & resolution | All | [ ] |
| |
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7.4.4 Wave 3 Cutover Runbook (Mumbai - 24x7)¶
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| WAVE 3 CUTOVER RUNBOOK - MUMBAI HQ (24x7) |
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| |
| DATE: [Week 10 Saturday] |
| START TIME: 12:01 AM IST (Saturday, lowest volume) |
| END TIME: 6:00 AM IST (Day shift start) |
| |
| [!]️ SPECIAL CONSIDERATIONS: |
| * Mumbai operates 24x7 - cutover during lowest volume (midnight) |
| * Night shift (20 agents) handles calls during cutover |
| * All 120 agents transition by 6:00 AM day shift start |
| * Supervisor on-site throughout cutover |
| |
| TIME | TASK | OWNER | STATUS |
| ========================================================================= |
| |
| PRE-CUTOVER (10:00 PM - 12:00 AM) |
| ------------------------------------------------------------------------- |
| 10:00 PM | Go/No-Go call (final) | Cutover Mgr | [ ] |
| 10:30 PM | Night shift briefing | CC Ops | [ ] |
| 11:00 PM | Verify Wave 1+2 stable | Voice Eng | [ ] |
| 11:30 PM | Final UCCX Mumbai backup | Voice Eng | [ ] |
| 11:45 PM | All teams on standby | Cutover Mgr | [ ] |
| |
| CUTOVER EXECUTION (12:01 AM - 2:00 AM) |
| ------------------------------------------------------------------------- |
| 12:01 AM | *** CUTOVER START *** | Cutover Mgr | [ ] |
| 12:01 AM | Disable Mumbai agents in UCCX | Voice Eng | [ ] |
| 12:15 AM | Update India Entry Point routing | WxCC Admin | [ ] |
| | - All India flows now to WxCC | | |
| 12:30 AM | Night shift (20) login to WxCC | CC Ops | [ ] |
| 12:45 AM | Verify agents "Available" in WxCC | WxCC Admin | [ ] |
| 1:00 AM | First live customer calls | CC Ops | [ ] |
| 1:30 AM | Recording validation | Voice Eng | [ ] |
| 2:00 AM | *** NIGHT SHIFT OPERATIONAL *** | Cutover Mgr | [ ] |
| |
| VALIDATION & MONITORING (2:00 AM - 6:00 AM) |
| ------------------------------------------------------------------------- |
| 2:00 AM | Execute full test matrix | QA Lead | [ ] |
| 3:00 AM | Test results review | QA Lead | [ ] |
| 3:30 AM | Issue resolution window | Voice Eng | [ ] |
| 5:00 AM | Day shift agents begin login | CC Ops | [ ] |
| 5:30 AM | Verify 80+ agents available | WxCC Admin | [ ] |
| 6:00 AM | Day shift handover complete | CC Ops | [ ] |
| 6:00 AM | *** FULL OPERATIONS ON WXCC *** | Cutover Mgr | [ ] |
| |
| POST-CUTOVER MONITORING |
| ------------------------------------------------------------------------- |
| 6:00 AM | Enhanced monitoring begins | Voice Eng | [ ] |
| 8:00 AM | Morning status call | Cutover Mgr | [ ] |
| 12:00 PM | Midday status call | Cutover Mgr | [ ] |
| 6:00 PM | Evening status call | Cutover Mgr | [ ] |
| Sunday | 24-hour stability review | All | [ ] |
| |
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7.4.5 Entry Point Routing Switch Procedure¶
Procedure: Switch PSTN Routing to WxCC
| Step | Action | Verification |
|---|---|---|
| 1 | Login to Control Hub (admin.webex.com) | Org = Abhavtech.com |
| 2 | Navigate: Services -> Contact Center -> Entry Points | Entry Point list displayed |
| 3 | Select Entry Point (e.g., India_Main_Voice_EP) | EP details shown |
| 4 | Verify DN Mapping: | |
| - 1800-266-1000 (India TF) | Mapped | |
| - +91-22-4960-1000 (Mumbai DID) | Mapped | |
| 5 | Verify Flow Assignment: India_MainMenu_Flow_v1 | Flow active |
| 6 | Set Entry Point Status: Active | Status = Active |
| 7 | Test inbound call to mapped number | Call reaches WxCC flow |
Entry Points to Activate per Wave:
| Wave | Entry Points | Numbers |
|---|---|---|
| Wave 1 (Chennai) | India_Main_Voice_EP (partial) | Test DIDs only |
| Wave 2 (London/NJ) | EMEA_Main_Voice_EP, Americas_Main_Voice_EP | +44-20-XXXX, +1-201-XXX |
| Wave 3 (Mumbai) | India_Main_Voice_EP, India_Sales_Direct_EP | 1800-266-1000, 1800-266-1001, +91-22-4960-1000 |
| Post-Cutover | Global_Chat_EP, Global_Email_EP | Web widget, support@abhavtech.com |
7.4.6 Agent Login Verification¶
Procedure: Verify Agent Desktop Connectivity
| Step | Action | Expected Result |
|---|---|---|
| 1 | Agent opens browser (Chrome recommended) | Browser launches |
| 2 | Navigate to: desktop.wxcc-us1.cisco.com | Login page displayed |
| 3 | Enter Webex credentials (SSO) | Azure AD login |
| 4 | Select Station: Webex Calling (Extension) | Extension pre-populated |
| 5 | Click "Sign In" | Agent Desktop loads |
| 6 | Change state to "Available" | State changes |
| 7 | Verify Team assignment | Correct team shown |
| 8 | Verify Queue visibility | Assigned queues visible |
Agent Verification Checklist (per agent):
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| AGENT LOGIN VERIFICATION |
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| |
| Agent Name: ___________________ Extension: __________ |
| Site: [ ] Chennai [ ] London [ ] NJ [ ] Mumbai |
| Wave: [ ] 1 [ ] 2 [ ] 3 |
| |
| VERIFICATION: |
| [ ] Login successful |
| [ ] Correct Team displayed: ___________________ |
| [ ] State change works (Available/Not Ready) |
| [ ] Phone extension registered |
| [ ] Test call received successfully |
| [ ] Agent Assist visible (Premium agents only) |
| [ ] Digital channels visible (if applicable) |
| |
| Issues: _________________________________________________________ |
| |
| Verified By: ___________________ Time: __________ |
| |
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