Skip to content

Migration Phases

The Abhavtech UCCX to Webex Contact Center migration runs in two phases within the broader three-phase UC transformation programme.

Overall Programme Context

Phase Scope Duration
Phase 1 CUCM -> Webex Calling (3,200 users, 12 sites) 14 weeks
Phase 2A UCCX -> WxCC baseline (175 agents, feature parity) 10 weeks
Phase 2B AI enhancement (Virtual Agent, Agent Assist, intent routing) 8 weeks

Phase 1 is a prerequisite for Phase 2 — UCCX requires CUCM CTI connectivity, so CUCM must remain operational until all 175 CC agents have moved to WxCC and UCCX is decommissioned.

Phase 2A — Baseline WxCC Migration

Objective: Achieve full feature parity with UCCX for all 175 agents across 4 sites.

Wave Sites Agents Schedule
Pilot Chennai (30 agents) 30 Weeks 1-2
Wave 2 London (15) + New Jersey (10) 25 Weeks 3-4
Wave 3 Mumbai HQ (120) 120 Weeks 5-8
Hypercare All sites 175 Weeks 9-10

Phase 2A entry criteria: - Phase 1 complete: all 3,200 users on Webex Calling - Webex Calling confirmed stable (4+ weeks post-cutover, <1% call failure rate) - WxCC tenant provisioned and validated in staging - All 9 UCCX scripts migrated to Flow Designer (3 requiring REST API backend completed) - Agent training programme complete for pilot wave

Phase 2B — AI Enhancement

Objective: Add AI-powered self-service and agent productivity features.

Feature Platform Timeline
Virtual Agent "Abhi" (simple intents) Webex AI Agent Weeks 1-4 of Phase 2B
Virtual Agent (complex multi-turn) Dialogflow CX Weeks 3-8
Agent Assist (real-time suggestions) Cisco AI Assistant Weeks 5-8
Intent-based routing WxCC + Dialogflow Weeks 7-8
AI Operations (AIOps monitoring) Splunk + AI metrics Ongoing

Phase 2B entry criteria: - Phase 2A stable for 4+ weeks (service level >= 85%, ASA <= 45s) - Virtual Agent NLU training complete (>= 85% intent accuracy in UAT) - REST API backends live (Salesforce VIP lookup, billing DB, product DB)

Key Milestones

Phase 2A Go/No-Go ─── Chennai Pilot ─── London/NJ Wave ─── Mumbai Cutover ─── Hypercare end
     |                    |                    |                   |                  |
   Week 0              Weeks 1-2            Weeks 3-4           Weeks 5-8         Week 10
                                                                                      |
                                                                              Phase 2B starts

See 7.2 Migration Wave Planning for the detailed wave schedule and cutover runbooks.