Chapter 7: WxCC Migration Execution (Phase 2) -- 7.5 Rollback Procedures¶
7.5 Rollback Procedures¶
7.5.1 Rollback Decision Framework¶
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| ROLLBACK DECISION FRAMEWORK |
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| |
| [!]️ CRITICAL: ROLLBACK = FULL STACK REVERT |
| |
| Because UCCX requires CUCM CTI connectivity, rollback means: |
| 1. Revert agents from WxCC to Webex Calling only (no CC) |
| 2. Re-enable CUCM (if still available during hypercare) |
| 3. Re-enable UCCX |
| 4. Re-register phones to CUCM |
| |
| ROLLBACK TRIGGERS (Auto): |
| ------------------------- |
| * > 50% of agents unable to login after 2 hours |
| * > 30% of test scenarios failing after remediation attempts |
| * Complete Entry Point failure (no calls reaching WxCC) |
| * Recording not functioning (compliance risk) |
| |
| ROLLBACK TRIGGERS (Manual - Business Decision): |
| ----------------------------------------------- |
| * Customer impact exceeds acceptable threshold |
| * Prolonged degradation with no resolution in sight |
| * Business owner requests rollback |
| |
| ROLLBACK WINDOW: |
| ---------------- |
| * Wave 1-2: Rollback possible within 48 hours (CUCM still active) |
| * Wave 3: Rollback possible within 2 weeks (hypercare period) |
| * Post-hypercare: CUCM decommissioned - no rollback path |
| |
| ROLLBACK AUTHORITY: |
| ------------------ |
| Primary: CC Operations Manager + Voice Engineering Lead |
| Escalation: IT Director |
| |
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7.5.2 Rollback Procedure¶
Procedure: Full Stack Rollback to UCCX
| Step | Action | Owner | Time |
|---|---|---|---|
| 1 | DECISION: Confirm rollback required | CC Ops + Voice Eng | - |
| 2 | Notify all stakeholders (rollback initiated) | Cutover Mgr | 5 min |
| 3 | Agents logout from WxCC Agent Desktop | CC Ops | 10 min |
| 4 | Disable WxCC Entry Points | WxCC Admin | 5 min |
| 5 | Verify CUCM cluster is operational | Voice Eng | 5 min |
| 6 | Verify UCCX is operational | Voice Eng | 5 min |
| 7 | Re-enable UCCX agents | Voice Eng | 10 min |
| 8 | Revert PSTN routing to CUCM/UCCX | Voice Eng | 15 min |
| 9 | Agents login to Finesse (UCCX) | CC Ops | 15 min |
| 10 | Verify agent availability in UCCX | CC Ops | 5 min |
| 11 | Test inbound call to UCCX | QA Lead | 10 min |
| 12 | Confirm UCCX operational | Cutover Mgr | 5 min |
| 13 | Notify stakeholders (rollback complete) | Cutover Mgr | 5 min |
| 14 | Schedule post-mortem | PM | - |
Estimated Rollback Duration: 90 minutes
7.5.3 Partial Rollback (Wave-Specific)¶
For Wave 1 or Wave 2, if only the newly migrated site experiences issues:
| Step | Action |
|---|---|
| 1 | Disable Entry Points for affected site only |
| 2 | Affected site agents logout from WxCC |
| 3 | Re-enable affected site agents in UCCX |
| 4 | Route affected site DIDs back to UCCX |
| 5 | Keep other waves operational on WxCC |
| 6 | Investigate and remediate before retry |
Note: Partial rollback only works if CUCM/UCCX still operational.
7.5.4 Post-Rollback Actions¶
| Action | Owner | Timeframe |
|---|---|---|
| Conduct post-mortem meeting | PM | Within 24 hours |
| Document root cause | Voice Eng | Within 48 hours |
| Create remediation plan | Voice Eng | Within 1 week |
| Re-schedule cutover attempt | PM | Per remediation |
| Communicate to stakeholders | PM | Ongoing |