Chapter 7: WxCC Migration Execution (Phase 2)
Document Version: 1.0
Date: January 2026
Classification: Internal - Technical Reference
Organization: Abhavtech.com
Project Code: ABV-COLLAB-MIG-2026-P2-CH7
Cross-Reference: Chapter 3 (WxCC Design v2.0), Chapter 6 (WxCC Implementation v3.0), Chapter 7 Phase 1 (CUCM Migration)
Model Guidance: Sonnet 4.5 (Implementation/Operations - Concise/Actionable)
Document Control
| Version |
Date |
Author |
Changes |
| 1.0 |
Jan 2026 |
Collaboration Architecture Team |
Initial WxCC migration execution procedures |
|
|
|
Weekend cutover runbook |
|
|
|
Agent training program |
|
|
|
Site-sequenced rollout plan |
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 |
7.1 Migration Prerequisites
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) |
| |
+-----------------------------------------------------------------------------+
7.1.2 Prerequisites Checklist
+-----------------------------------------------------------------------------+
| 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) |
| |
+-----------------------------------------------------------------------------+
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.
7.2 Migration Timeline
7.2.1 Overall Schedule
+-----------------------------------------------------------------------------+
| WXCC MIGRATION - OVERALL TIMELINE |
+-----------------------------------------------------------------------------+
| |
| WEEK | PHASE | ACTIVITIES |
| ======================================================================== |
| |
| Week 1-2 | PREPARATION | Training curriculum development |
| | | Sandbox environment setup |
| | | Final Chapter 6 validation |
| | | Cutover runbook finalization |
| |
| Week 3-4 | TRAINING | Wave 1 agent training (Chennai) |
| | (Wave 1) | Supervisor training |
| | | UAT with business SMEs |
| |
| Week 5 | WAVE 1 CUTOVER | Chennai (30 agents) |
| | (Pilot) | Weekend cutover |
| | | 5-day stabilization |
| |
| Week 6 | TRAINING | Wave 2 agent training (London, NJ) |
| | (Wave 2) | |
| |
| Week 7 | WAVE 2 CUTOVER | London (15) + New Jersey (10) |
| | | Weekend cutover |
| | | 5-day stabilization |
| |
| Week 8-9 | TRAINING | Wave 3 agent training (Mumbai) |
| | (Wave 3) | 120 agents - largest batch |
| |
| Week 10 | WAVE 3 CUTOVER | Mumbai HQ (120 agents) |
| | (Final) | Weekend cutover |
| | | 24x7 operation - highest risk |
| |
| Week 11-12| HYPERCARE | Enhanced support |
| | | Issue resolution |
| | | Performance tuning |
| |
| Week 13 | STABILIZATION | Handover to BAU operations |
| | | UCCX decommission planning |
| | | Project closure |
| |
+-----------------------------------------------------------------------------+
7.2.2 Wave Migration Plan
| Wave |
Site |
Agents |
Teams |
Weekend |
Risk Level |
| Wave 1 (Pilot) |
Chennai |
30 |
Chennai_Support, India_Digital_Team |
Week 5 |
LOW |
| Wave 2 |
London + New Jersey |
25 |
EMEA_Team, Americas_Team |
Week 7 |
MEDIUM |
| Wave 3 |
Mumbai HQ |
120 |
India_Sales, India_Support, India_TechSupport, India_Billing |
Week 10 |
HIGH |
| TOTAL |
4 Sites |
175 |
8 Teams |
3 Weekends |
|
Wave Selection Rationale:
| Wave |
Rationale |
| Wave 1 - Chennai |
Lowest risk: 30 agents, 9AM-9PM hours (not 24x7), single timezone, provides pilot learnings |
| Wave 2 - London/NJ |
Medium risk: 25 agents, business hours only, tests multi-region routing |
| Wave 3 - Mumbai |
Highest risk: 120 agents, 24x7 operation, primary support hub - benefits from Wave ½ learnings |
7.2.3 Wave 1 Detailed Schedule (Chennai Pilot)
| Day |
Date |
Activity |
Owner |
Hours |
| Pre-Week |
|
|
|
|
| Mon-Fri |
Week 3-4 |
Agent training (30 agents) |
Training Lead |
2hr/day |
| Fri |
Week 4 |
Training completion sign-off |
Training Lead |
- |
| Fri |
Week 4 |
Go/No-Go decision call |
PM + Leads |
30 min |
| Cutover Weekend |
|
|
|
|
| Fri |
6:00 PM IST |
Cutover start - UCCX disable |
Voice Eng |
- |
| Fri |
6:30 PM |
Entry Point DNS/routing switch |
Voice Eng |
- |
| Fri |
7:00 PM |
Agent Desktop login validation |
CC Ops |
- |
| Fri |
8:00 PM |
Test calls (all scenarios) |
QA |
1 hr |
| Fri |
9:00 PM |
Issue resolution window |
All |
3 hr |
| Sat |
9:00 AM |
Day 1 Live - first customer calls |
CC Ops |
- |
| Sat |
All day |
Enhanced monitoring |
Voice Eng + CC Ops |
12 hr |
| Sun |
All day |
Stabilization |
Voice Eng |
12 hr |
| Week 5 (Stabilization) |
|
|
|
|
| Mon-Fri |
Week 5 |
Production monitoring |
CC Ops |
- |
| Fri |
Week 5 |
Wave 1 sign-off |
CC Ops Manager |
- |
7.2.4 Wave 2 Detailed Schedule (London + New Jersey)
| Day |
Date |
Activity |
Owner |
Hours |
| Pre-Week |
|
|
|
|
| Mon-Fri |
Week 6 |
Agent training (25 agents) |
Training Lead |
2hr/day |
| Fri |
Week 6 |
Go/No-Go decision call |
PM + Leads |
30 min |
| Cutover Weekend |
|
|
|
|
| Sat |
2:00 AM UTC |
Cutover start (off-hours all regions) |
Voice Eng |
- |
| Sat |
2:30 AM |
Entry Point routing switch (EMEA/US) |
Voice Eng |
- |
| Sat |
3:00 AM |
Agent Desktop login validation |
CC Ops |
- |
| Sat |
4:00 AM |
Test calls (EMEA + Americas flows) |
QA |
1 hr |
| Sat |
9:00 AM UK |
Day 1 Live - London |
CC Ops |
- |
| Sat |
9:00 AM ET |
Day 1 Live - New Jersey |
CC Ops |
- |
| Week 7 (Stabilization) |
|
|
|
|
| Mon-Fri |
Week 7 |
Production monitoring |
CC Ops |
- |
| Fri |
Week 7 |
Wave 2 sign-off |
CC Ops Manager |
- |
7.2.5 Wave 3 Detailed Schedule (Mumbai HQ)
| Day |
Date |
Activity |
Owner |
Hours |
| Pre-Week |
|
|
|
|
| Week 8-9 |
|
Agent training (120 agents - 4 batches) |
Training Lead |
2hr/day |
| Fri |
Week 9 |
Training completion sign-off |
Training Lead |
- |
| Fri |
Week 9 |
Final Go/No-Go decision call |
PM + Leads |
1 hr |
| Cutover Weekend |
|
|
|
|
| Sat |
12:01 AM IST |
Cutover start (lowest call volume) |
Voice Eng |
- |
| Sat |
12:30 AM |
India Entry Points routing switch |
Voice Eng |
- |
| Sat |
1:00 AM |
Agent Desktop login (night shift) |
CC Ops |
- |
| Sat |
2:00 AM |
Test calls (all India flows) |
QA |
1 hr |
| Sat |
3:00 AM |
Issue resolution window |
All |
3 hr |
| Sat |
6:00 AM |
Day shift handover |
CC Ops |
- |
| Sat-Sun |
All day |
Enhanced 24x7 monitoring |
Voice Eng + CC Ops |
48 hr |
| Week 10 (Stabilization) |
|
|
|
|
| Mon-Fri |
Week 10 |
24x7 production monitoring |
CC Ops |
- |
| Fri |
Week 10 |
Wave 3 sign-off |
CC Ops Manager |
- |
7.3 Agent Training Program
7.3.1 Training Curriculum Overview
+-----------------------------------------------------------------------------+
| WXCC AGENT TRAINING CURRICULUM |
+-----------------------------------------------------------------------------+
| |
| MODULE | TOPIC | DURATION | AUDIENCE |
| ======================================================================== |
| |
| DAY 1 - FUNDAMENTALS (All Agents) |
| ------------------------------------------------------------------------- |
| M1 | WxCC Overview & Architecture | 30 min | All agents |
| M2 | Agent Desktop Navigation | 45 min | All agents |
| M3 | Login/Logout & State Changes | 30 min | All agents |
| M4 | Handling Voice Calls | 45 min | Voice agents |
| M5 | Call Controls (Hold/Transfer) | 30 min | Voice agents |
| |
| DAY 2 - ADVANCED FEATURES |
| ------------------------------------------------------------------------- |
| M6 | Agent Assist & AI Features | 30 min | Premium agents |
| M7 | Handling Digital Channels | 45 min | Digital agents (25) |
| M8 | Chat Conversations | 30 min | Digital agents |
| M9 | Email Handling | 30 min | Digital agents |
| M10 | Wrap-up & Disposition Codes | 15 min | All agents |
| |
| DAY 3 - PRACTICAL EXERCISES |
| ------------------------------------------------------------------------- |
| M11 | Hands-on Lab: Voice Calls | 60 min | All agents |
| M12 | Hands-on Lab: Transfers | 30 min | All agents |
| M13 | Hands-on Lab: Digital (Chat) | 30 min | Digital agents |
| M14 | Assessment & Certification | 30 min | All agents |
| |
| SUPERVISOR TRACK (Additional) |
| ------------------------------------------------------------------------- |
| S1 | Supervisor Desktop Overview | 30 min | Supervisors (10) |
| S2 | Real-time Monitoring | 30 min | Supervisors |
| S3 | Whisper/Barge/Monitor | 30 min | Supervisors |
| S4 | Reports & Analytics | 45 min | Supervisors |
| S5 | Agent State Management | 15 min | Supervisors |
| |
+-----------------------------------------------------------------------------+
7.3.2 Training Schedule by Wave
Wave 1 - Chennai (30 Agents + 2 Supervisors)
| Date |
Session |
Attendees |
Trainer |
| Week 3 Mon |
M1-M5 (Day 1 - Fundamentals) |
15 agents (Batch A) |
Training Lead |
| Week 3 Tue |
M1-M5 (Day 1 - Fundamentals) |
15 agents (Batch B) |
Training Lead |
| Week 3 Wed |
M6-M10 (Day 2 - Advanced) |
30 agents (combined) |
Training Lead |
| Week 3 Thu |
M11-M14 (Day 3 - Labs) |
30 agents (combined) |
Training Lead |
| Week 3 Fri |
S1-S5 (Supervisor Track) |
2 supervisors |
Training Lead |
| Week 4 |
Refresher + UAT Support |
Selected agents |
Training Lead |
Wave 2 - London/NJ (25 Agents + 2 Supervisors)
| Date |
Session |
Attendees |
Trainer |
| Week 6 Mon |
M1-M5 (Day 1) - Virtual |
15 London |
Regional Trainer |
| Week 6 Mon |
M1-M5 (Day 1) - Virtual |
10 NJ |
Regional Trainer |
| Week 6 Tue |
M6-M10 (Day 2) - Virtual |
25 agents (combined) |
Regional Trainer |
| Week 6 Wed |
M11-M14 (Day 3) - Virtual |
25 agents |
Regional Trainer |
| Week 6 Thu |
S1-S5 (Supervisor Track) |
2 supervisors |
Regional Trainer |
Wave 3 - Mumbai HQ (120 Agents + 6 Supervisors)
| Date |
Session |
Attendees |
Trainer |
| Week 8 Mon-Tue |
M1-M5 (Day 1) |
30 agents (Batch A) |
Training Lead |
| Week 8 Wed-Thu |
M1-M5 (Day 1) |
30 agents (Batch B) |
Training Lead |
| Week 8 Fri |
M1-M5 (Day 1) |
30 agents (Batch C) |
Training Lead |
| Week 9 Mon |
M1-M5 (Day 1) |
30 agents (Batch D) |
Training Lead |
| Week 9 Tue-Wed |
M6-M14 (Day 2-3) |
60 agents (Batch A+B) |
Training Lead |
| Week 9 Thu-Fri |
M6-M14 (Day 2-3) |
60 agents (Batch C+D) |
Training Lead |
| Week 9 Fri PM |
S1-S5 (Supervisor Track) |
6 supervisors |
Training Lead |
7.3.3 Training Completion Criteria
| Criteria |
Requirement |
Verification |
| Attendance |
100% module attendance |
Attendance log |
| Lab Completion |
Complete all hands-on exercises |
Lab checklist |
| Assessment |
Score ≥ 80% on certification exam |
Online assessment |
| Sign-off |
Agent acknowledges readiness |
Sign-off form |
+-----------------------------------------------------------------------------+
| AGENT TRAINING CERTIFICATION |
+-----------------------------------------------------------------------------+
| |
| Agent Name: _____________________________ |
| Employee ID: ____________ Site: _______________ |
| Training Wave: [ ] Wave 1 [ ] Wave 2 [ ] Wave 3 |
| |
| MODULES COMPLETED: |
| ------------------------------------------------------------------------- |
| [ ] M1: WxCC Overview [ ] M8: Chat Conversations |
| [ ] M2: Agent Desktop Navigation [ ] M9: Email Handling |
| [ ] M3: Login/Logout [ ] M10: Wrap-up & Disposition |
| [ ] M4: Handling Voice Calls [ ] M11: Lab - Voice |
| [ ] M5: Call Controls [ ] M12: Lab - Transfers |
| [ ] M6: Agent Assist [ ] M13: Lab - Digital |
| [ ] M7: Digital Channels [ ] M14: Assessment |
| |
| ASSESSMENT SCORE: ___________ / 100 (Pass: ≥80) |
| |
| CERTIFICATION STATUS: [ ] CERTIFIED [ ] REQUIRES RETAKE |
| |
| Agent Signature: ___________________ Date: ___________ |
| Trainer Signature: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------------------+
7.3.4 Training Materials
| Material |
Format |
Location |
| WxCC Agent Desktop Quick Reference |
PDF (2 pages) |
SharePoint/Training |
| Agent State Transition Guide |
PDF (1 page) |
SharePoint/Training |
| Call Handling Procedures |
PDF (4 pages) |
SharePoint/Training |
| Digital Channel Quick Guide |
PDF (2 pages) |
SharePoint/Training |
| Supervisor Dashboard Guide |
PDF (3 pages) |
SharePoint/Training |
| Training Videos (M1-M14) |
MP4 |
LMS |
| Lab Environment Access |
URL |
training.wxcc.abhavtech.com |
| Assessment Portal |
URL |
LMS |
7.4 Cutover Runbook
7.4.1 Cutover Overview
+-----------------------------------------------------------------------------+
| WXCC CUTOVER - HIGH-LEVEL APPROACH |
+-----------------------------------------------------------------------------+
| |
| 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) |
| |
+-----------------------------------------------------------------------------+
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)
+-----------------------------------------------------------------------------+
| WAVE 1 CUTOVER RUNBOOK - CHENNAI |
+-----------------------------------------------------------------------------+
| |
| 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 | [ ] |
| |
+-----------------------------------------------------------------------------+
7.4.4 Wave 3 Cutover Runbook (Mumbai - 24x7)
+-----------------------------------------------------------------------------+
| WAVE 3 CUTOVER RUNBOOK - MUMBAI HQ (24x7) |
+-----------------------------------------------------------------------------+
| |
| 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 | [ ] |
| |
+-----------------------------------------------------------------------------+
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):
+-----------------------------------------------------------------------------+
| AGENT LOGIN VERIFICATION |
+-----------------------------------------------------------------------------+
| |
| 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: __________ |
| |
+-----------------------------------------------------------------------------+
7.5 Rollback Procedures
7.5.1 Rollback Decision Framework
+-----------------------------------------------------------------------------+
| ROLLBACK DECISION FRAMEWORK |
+-----------------------------------------------------------------------------+
| |
| [!]️ 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 |
| |
+-----------------------------------------------------------------------------+
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 |
7.6 Go-Live Validation
7.6.1 Go-Live Checklist
+-----------------------------------------------------------------------------+
| WXCC GO-LIVE VALIDATION CHECKLIST |
+-----------------------------------------------------------------------------+
| |
| ENTRY POINTS |
| ----------------------------------------------------------------------- |
| [ ] EP-01: India_Main_Voice_EP active |
| [ ] EP-02: India_Sales_Direct_EP active |
| [ ] EP-03: EMEA_Main_Voice_EP active |
| [ ] EP-04: Americas_Main_Voice_EP active |
| [ ] EP-05: Global_Chat_EP active |
| [ ] EP-06: Global_Email_EP active |
| |
| QUEUES |
| ----------------------------------------------------------------------- |
| [ ] All 10 queues visible in real-time dashboard |
| [ ] Agents assigned to correct queues |
| [ ] Service Level thresholds configured |
| |
| AGENTS |
| ----------------------------------------------------------------------- |
| [ ] 175 agents provisioned |
| [ ] All agents able to login |
| [ ] Agent state changes working |
| [ ] Phone integration (Webex Calling) working |
| |
| FLOWS |
| ----------------------------------------------------------------------- |
| [ ] India_MainMenu_Flow_v1 - working |
| [ ] Language selection (EN/HI) - working |
| [ ] Menu routing - all options working |
| [ ] Virtual Agent Abhi - responding |
| [ ] After hours flow - activates correctly |
| |
| RECORDING |
| ----------------------------------------------------------------------- |
| [ ] Recording enabled (100% calls) |
| [ ] Consent announcement playing |
| [ ] PCI pause working (Billing queue) |
| [ ] Recordings accessible in WFO |
| |
| INTEGRATIONS |
| ----------------------------------------------------------------------- |
| [ ] Salesforce screen pop working |
| [ ] Dialogflow CX (Abhi) responding |
| [ ] Agent Assist suggestions appearing |
| |
| SUPERVISOR |
| ----------------------------------------------------------------------- |
| [ ] Real-time dashboard accessible |
| [ ] Agent monitoring (whisper/barge) working |
| [ ] Reports generating |
| |
+-----------------------------------------------------------------------------+
7.6.2 Test Scenario Matrix
| ID |
Scenario |
Entry Point |
Expected Result |
Pass |
| TC-01 |
India TF -> English -> Sales |
EP-01 |
Routes to Sales_India_Queue |
[ ] |
| TC-02 |
India TF -> Hindi -> Support |
EP-01 |
Routes to Support_India_Queue |
[ ] |
| TC-03 |
Mumbai DID -> Billing |
EP-01 |
Routes to Billing_Queue |
[ ] |
| TC-04 |
Invalid menu option |
EP-01 |
Retry prompt (max 3x) |
[ ] |
| TC-05 |
No input timeout |
EP-01 |
Default to English |
[ ] |
| TC-06 |
After hours call |
EP-01 |
AfterHours flow |
[ ] |
| TC-07 |
UK number inbound |
EP-03 |
Routes to EMEA queues |
[ ] |
| TC-08 |
US number inbound |
EP-04 |
Routes to Americas queues |
[ ] |
| TC-09 |
Virtual Agent "Where is my order" |
EP-01 |
Abhi provides order status |
[ ] |
| TC-10 |
Virtual Agent Hindi query |
EP-01 |
Abhi responds in Hindi |
[ ] |
| TC-11 |
Virtual Agent escalation |
EP-01 |
Transfers to agent with context |
[ ] |
| TC-12 |
Virtual Agent 3x no input |
EP-01 |
Auto escalate to agent |
[ ] |
| TC-13 |
Agent hold/resume |
- |
MOH plays, call resumes |
[ ] |
| TC-14 |
Blind transfer to queue |
- |
Transfer completes |
[ ] |
| TC-15 |
Consult transfer |
- |
Context preserved |
[ ] |
| TC-16 |
3-way conference |
- |
Conference works |
[ ] |
| TC-17 |
Web chat conversation |
EP-05 |
Chat routed to agent |
[ ] |
| TC-18 |
WhatsApp inbound |
EP-05 |
Routed to Digital queue |
[ ] |
| TC-19 |
Email routing |
EP-06 |
Email in queue |
[ ] |
| TC-20 |
Recording playback |
- |
Recording accessible |
[ ] |
Pass Criteria: ≥ 95% (19/20 scenarios pass)
| Metric |
Target |
Actual |
Pass |
| Agent login time |
< 30 seconds |
|
[ ] |
| Call setup time |
< 3 seconds |
|
[ ] |
| IVR prompt playback |
No audio issues |
|
[ ] |
| Agent Desktop responsiveness |
< 2 seconds |
|
[ ] |
| Screen pop latency |
< 3 seconds |
|
[ ] |
| Recording start |
Within 2 seconds |
|
[ ] |
7.6.4 Go-Live Sign-Off
+-----------------------------------------------------------------------------+
| WXCC GO-LIVE SIGN-OFF |
+-----------------------------------------------------------------------------+
| |
| WAVE: [ ] Wave 1 (Chennai) [ ] Wave 2 (London/NJ) [ ] Wave 3 (Mumbai) |
| DATE: _______________ TIME: _______________ |
| |
| VALIDATION RESULTS: |
| ------------------------------------------------------------------------- |
| Entry Points Active: _____ / 6 |
| Queues Operational: _____ / 10 |
| Agents Logged In: _____ / [Wave Total] |
| Test Scenarios Passed: _____ / 20 |
| Critical Defects: _____ |
| |
| GO-LIVE DECISION: [ ] APPROVED [ ] NOT APPROVED |
| |
| SIGN-OFF: |
| ------------------------------------------------------------------------- |
| |
| Role | Name | Signature | Date |
| ------------------------+-------------------+----------------+------------|
| Voice Engineering Lead | | | |
| CC Operations Manager | | | |
| QA Lead | | | |
| Project Manager | | | |
| Business Owner | | | |
| ------------------------+-------------------+----------------+------------|
| |
| NOTES: |
| _____________________________________________________________________ |
| _____________________________________________________________________ |
| |
+-----------------------------------------------------------------------------+
7.7 Hypercare Period
7.7.1 Hypercare Overview
+-----------------------------------------------------------------------------+
| WXCC HYPERCARE - 2 WEEK SUPPORT PERIOD |
+-----------------------------------------------------------------------------+
| |
| DURATION: 2 weeks post Wave 3 cutover (Weeks 11-12) |
| |
| PURPOSE: |
| * Enhanced monitoring and rapid issue resolution |
| * Performance tuning based on production data |
| * User support and additional training as needed |
| * Final validation before BAU handover |
| |
| SUPPORT MODEL: |
| ----------------- |
| |
| Week 11 (First Week): |
| * Voice Engineering: On-site Mumbai (24x7 coverage) |
| * WxCC Admin: On-call (8 AM - 10 PM IST) |
| * Help Desk: Extended hours |
| * Daily status calls: 8 AM, 12 PM, 6 PM IST |
| |
| Week 12 (Second Week): |
| * Voice Engineering: On-call (reduced coverage) |
| * WxCC Admin: Normal hours |
| * Daily status calls: 9 AM IST only |
| |
+-----------------------------------------------------------------------------+
| Role |
Name |
Contact |
Availability |
| Hypercare Lead |
[Voice Eng Lead] |
+91-XXXXX |
24x7 (Week 11) |
| WxCC Admin |
[Admin Name] |
+91-XXXXX |
8 AM - 10 PM |
| CC Operations |
[Ops Lead] |
+91-XXXXX |
24x7 |
| Help Desk |
Support Team |
+91-XXXXX |
Extended |
| Cisco TAC |
TAC Case # |
[Case Number] |
24x7 |
7.7.3 Issue Escalation Matrix
| Severity |
Definition |
Response |
Resolution |
Escalation |
| P1 - Critical |
Complete service outage |
15 min |
2 hours |
Immediate to IT Director |
| P2 - High |
Major feature broken (recording, routing) |
30 min |
4 hours |
1 hour to Voice Eng Lead |
| P3 - Medium |
Single agent/queue issue |
1 hour |
8 hours |
Normal process |
| P4 - Low |
Minor issue, workaround exists |
4 hours |
24 hours |
Normal process |
7.7.4 Daily Status Report Template
+-----------------------------------------------------------------------------+
| WXCC HYPERCARE - DAILY STATUS REPORT |
+-----------------------------------------------------------------------------+
| |
| Date: _______________ Report #: _____ |
| Prepared By: _______________ |
| |
| OVERALL STATUS: [ ] GREEN [ ] YELLOW [ ] RED |
| |
| KEY METRICS (Last 24 Hours): |
| ------------------------------------------------------------------------- |
| Total Calls Handled: _______ |
| Service Level (30s): _______% (Target: 85%) |
| Average Handle Time: _______ min (Target: 5.5 min) |
| Abandonment Rate: _______% (Target: < 4%) |
| Virtual Agent Containment: _______% (Target: 25%) |
| Agent Availability: _______% (Target: > 95%) |
| |
| ISSUES (Open): |
| ------------------------------------------------------------------------- |
| ID | Severity | Description | Status | Owner |
| ------+----------+--------------------------+----------+-----------------|
| | | | | |
| | | | | |
| |
| ISSUES (Resolved Today): |
| ------------------------------------------------------------------------- |
| ID | Description | Resolution |
| ------+-------------------------------------+----------------------------|
| | | |
| |
| ACTIONS FOR TOMORROW: |
| ------------------------------------------------------------------------- |
| 1. ________________________________________________________________ |
| 2. ________________________________________________________________ |
| |
| RISKS: |
| ------------------------------------------------------------------------- |
| 1. ________________________________________________________________ |
| |
+-----------------------------------------------------------------------------+
7.7.5 Hypercare Exit Criteria
| Criteria |
Threshold |
Actual |
Pass |
| Service Level (30s) |
≥ 80% (7-day avg) |
|
[ ] |
| System availability |
≥ 99.5% |
|
[ ] |
| P1 incidents |
0 open |
|
[ ] |
| P2 incidents |
≤ 2 open |
|
[ ] |
| Agent satisfaction |
≥ 80% positive |
|
[ ] |
| Recording compliance |
100% |
|
[ ] |
| Training completion |
100% |
|
[ ] |
| Documentation complete |
100% |
|
[ ] |
Exit Decision: All criteria must be met for hypercare exit.
7.8 UCCX Decommissioning
7.8.1 Decommission Prerequisites
+-----------------------------------------------------------------------------+
| UCCX DECOMMISSION - PREREQUISITES |
+-----------------------------------------------------------------------------+
| |
| TIMING: After hypercare completion + 2-week buffer (Week 15+) |
| |
| PREREQUISITES: |
| ------------------------------------------------------------------------- |
| [ ] All waves successfully migrated |
| [ ] Hypercare exit criteria met |
| [ ] 2-week stability period (no rollbacks) |
| [ ] All 175 agents operational on WxCC |
| [ ] UCCX has 0 active calls for 2 weeks |
| [ ] Business owner sign-off for decommission |
| [ ] Backup of all UCCX data archived |
| [ ] CDR/Recording data migrated or retained per compliance |
| |
| [!]️ ONCE UCCX IS DECOMMISSIONED, ROLLBACK TO UCCX IS NOT POSSIBLE |
| |
+-----------------------------------------------------------------------------+
7.8.2 UCCX Data Archival
| Data Type |
Retention |
Archive Location |
Owner |
| Call Detail Records (CDR) |
7 years |
Archive storage |
IT Ops |
| Call Recordings |
Per compliance (1 yr India) |
WFO migration or archive |
CC Ops |
| Agent Statistics |
2 years |
Data warehouse |
Analytics |
| Script Backup (.aef files) |
2 years |
Documentation repo |
Voice Eng |
| Configuration Export |
Permanent |
Project documentation |
Voice Eng |
| Queue Configuration |
Permanent |
Project documentation |
Voice Eng |
7.8.3 UCCX Decommission Procedure
| Step |
Action |
Owner |
Verification |
| 1 |
Verify 0 active agents in UCCX |
CC Ops |
RTMT shows 0 |
| 2 |
Verify 0 calls in last 14 days |
Voice Eng |
CDR check |
| 3 |
Final backup of UCCX |
Voice Eng |
DRS backup |
| 4 |
Export all historical reports |
CC Ops |
Reports saved |
| 5 |
Archive call recordings |
CC Ops |
Per compliance |
| 6 |
Disable UCCX services |
Voice Eng |
Services stopped |
| 7 |
Remove CTI Route Points from CUCM |
Voice Eng |
CTI RPs deleted |
| 8 |
Shutdown UCCX secondary |
Voice Eng |
VM powered off |
| 9 |
Shutdown UCCX primary |
Voice Eng |
VM powered off |
| 10 |
Update DNS records |
Network |
UCCX FQDNs removed |
| 11 |
Delete UCCX VMs |
IT Ops |
VMs deleted |
| 12 |
Release IP addresses |
Network |
IPAM updated |
| 13 |
Update network diagrams |
Network |
Diagrams updated |
| 14 |
Notify Cisco licensing |
Procurement |
Licenses released |
| 15 |
Document decommission |
PM |
Project closure |
7.8.4 Post-Decommission Validation
| Check |
Expected |
Actual |
Pass |
| UCCX servers powered off |
Yes |
|
[ ] |
| UCCX DNS records removed |
Yes |
|
[ ] |
| CTI Route Points removed from CUCM |
Yes |
|
[ ] |
| Backup archived and accessible |
Yes |
|
[ ] |
| Licensing updated with Cisco |
Yes |
|
[ ] |
| Documentation updated |
Yes |
|
[ ] |
7.9 Migration Quick Reference
7.9.1 Pre-Cutover Checklist
7.9.2 Cutover Day Checklist
7.9.3 Post-Cutover Checklist
| Role |
Contact |
| Cutover Manager |
[Name] - +91-XXXXX |
| Voice Engineering |
[Name] - +91-XXXXX |
| CC Operations |
[Name] - +91-XXXXX |
| Help Desk |
+91-XXXXX |
| Cisco TAC |
Case #XXXXXXXX |
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 |
© 2026 Abhavtech.com - Internal Use Only
Document Code: ABV-COLLAB-MIG-2026-P2-CH7 v1.0