CUCM & UCCX to Webex Calling & Contact Center Migration¶

AI-ASSISTED DOCUMENTATION

Author: Rajmohan M | Website: abhavtech.com

Enterprise migration from on-premises Cisco UC to Webex cloud -- 3,200 users . 175 CC agents . 12 global sites . India DoT/TRAI . EMEA GDPR . AI-powered contact center

Knowledge-Sharing Documentation

This documentation is produced for illustrative and knowledge-sharing purposes only. It is not formally reviewed, not production-ready, and should not be applied directly to any live environment. All telephone numbers are fictional. Validate all designs independently with qualified engineers and legal/compliance teams.

Architecture at a Glance¶

Before -- Existing On-Premises Infrastructure¶

flowchart LR
    classDef existing fill:#eef2f7,stroke:#7a8ba0,color:#2d3748
    classDef infra fill:#eef2f7,stroke:#7a8ba0,color:#2d3748

    subgraph USERS["End Users -- 3,200 + 175 CC Agents"]
        direction TB
        JP["Jabber\nWindows/Mac/Mobile\n(4,270 clients)"]:::existing
        IP["IP Phones\nCP-8841/8861/7942\n(2,100 devices)"]:::existing
        FA["Finesse\nAgent Desktop\n(175 agents)"]:::existing
    end

    subgraph ONPREM["On-Premises UC Platform -- Mumbai DC"]
        direction TB
        CUCM["CUCM 14.0\nPub + 4 Subscribers\n3,240 registered devices"]:::existing
        UCCX["UCCX 12.5 HA\nContact Center\n175 agents . 9 scripts"]:::existing
        CUC["Unity Connection\nVoicemail HA\n3,200 mailboxes"]:::existing
        EXP["Expressway C&E\nMobile Remote Access\n450 remote users"]:::existing
        CUBE["CUBE SBC HA\nISR 4451-X pair\nSIP/ISDN gateway"]:::existing
    end

    subgraph PSTN["PSTN -- India Only"]
        direction TB
        TATA["Tata / Airtel\nIndia PSTN\n4,800 DIDs"]:::existing
    end

    JP & IP --> CUCM
    FA --> UCCX
    CUCM --> UCCX
    CUCM --> CUC
    JP -.->|MRA| EXP
    CUCM --> CUBE
    CUBE --> TATA

Grey = existing on-premises infrastructure. Click diagram to zoom.

After -- Webex Cloud Platform¶

flowchart LR
    classDef existing fill:#eef2f7,stroke:#7a8ba0,color:#2d3748
    classDef newc fill:#d7ebf8,stroke:#1B6CA0,color:#0d3b5e,font-weight:bold

    subgraph USERS["End Users -- 3,200 + 175 CC Agents"]
        direction TB
        WA["Webex App\nWindows/Mac/Mobile/Web\n(replaces Jabber)"]:::newc
        MPP["MPP IP Phones\n8800 Series\n(replaces 7900/8800)"]:::existing
        AD["Webex Agent Desktop\n(replaces Finesse)\n175 agents"]:::newc
    end

    subgraph CLOUD["Webex Cloud Platform"]
        direction TB
        WXC["Webex Calling\nControl Hub\n3,200 users . 4 regions"]:::newc
        WXCC["Webex Contact Center\nWxCC Premium\n175 agents . 6 entry points"]:::newc
        WXVM["Webex Voicemail\n(replaces Unity Conn)"]:::newc
        WXAI["AI Features\nVirtual Agent Abhi\nAgent Assist . Auto CSAT"]:::newc
    end

    subgraph HYBRID["Hybrid / Retained On-Premises"]
        direction TB
        LGW["Local Gateway\nISR 4431 / C8200\n7 India sites"]:::existing
        AD_CTRL["Active Directory\nDirectory Sync\n(retained)"]:::existing
        SSO["SSO / SAML IdP\n(retained)"]:::existing
    end

    subgraph PSTN["PSTN -- Multi-Region"]
        direction TB
        IND["India PSTN\nTata / Airtel\nVia LGW"]:::existing
        CCPP["Cloud Connected PSTN\nIntelePeer\nUK . EU . Americas"]:::newc
    end

    WA & MPP --> WXC
    AD --> WXCC
    WXC --> WXVM
    WXC --> WXAI
    WXCC --> WXAI
    WXC <-->|Zone/Edge\nToll bypass| LGW
    LGW --> IND
    WXC --> CCPP
    WXC <--> AD_CTRL & SSO

Grey = existing/reused components. Blue = newly added Webex cloud components. Click diagram to zoom.

Migration Scope¶

Metric	Value
Total Sites	12 global locations
Calling Users	3,200 (Phase 1 -- CUCM -> Webex Calling)
CC Agents	175 (Phase 2 -- UCCX -> Webex Contact Center)
India Sites	7 (Mumbai HQ + Chennai + Bangalore + Delhi + Noida + Pune + Hyderabad)
EMEA Sites	2 (London + Frankfurt)
Americas Sites	2 (New Jersey + Dallas)
PSTN -- India	Local Gateway (Tata/Airtel) -- retained for DoT/TRAI compliance
PSTN -- EMEA/Americas	Cloud Connected PSTN (IntelePeer)
Migration Duration	14 weeks (Phase 1) + 10 weeks (Phase 2)

Documentation Structure¶

Webex Calling ->¶

Discovery & assessment . Architecture . Location design . Dial plan . PSTN . Feature migration . Coexistence . Feature Gap Bridge (survivability, CSS, Extension Mobility, voicemail, MCT)

Contact Center ->¶

UCCX current state . WxCC architecture . Entry points . Queue & team design . Flow Designer / IVR migration . Agent desktop . Digital channels . AI features . CC compliance by region

Compliance & Network ->¶

India DoT/TRAI toll bypass . EMEA GDPR data residency . Security architecture . DNS & firewall . Zone/Edge configuration . QoS

Implementation ->¶

Control Hub setup . PSTN configuration . Configuration templates

Migration Execution ->¶

Pre-migration . Site-by-site cutover runbooks . Webex Calling cutover . WxCC cutover (Phase 2) . Rollback . Go-live validation . Hypercare

Operations & AI ->¶

Monitoring . User onboarding . Change management . Troubleshooting . Virtual Agent "Abhi" . Agent Assist . AI roadmap

Appendices ->¶

Glossary . Checklists (CUCM-Webex + UCCX-WxCC) . India telecom reference . EMEA certifications . DNS & firewall templates . Jabber migration (10F/10G) . Specialty devices (10H) . AI observability (10I)

Key Design Decisions¶

Decision	Rationale
India PSTN -- LGW retained	DoT/TRAI toll bypass requires geographic DID calls to egress from local telecom circle
EMEA PSTN -- CCPP	No LGW regulatory requirement; Cloud Connected PSTN simpler and cheaper
ITN numbers for India WFH	Exempt from toll bypass -- no LGW required for remote workers
Zone/Edge -- mandatory India	Required for geographic DID compliance; not needed for EMEA
Phased migration (Ch1 -> Ch2)	CUCM first to stabilise calling before migrating contact centre
WxCC Premium licence	Required for digital channels (chat/email/WhatsApp) and AI features

Regional Compliance Summary¶

Region	Compliance Type	Requirement	Solution
India	DoT/TRAI Toll Bypass	Geo DIDs must egress from local circle	Local Gateway per telecom circle
India WFH	DoT/TRAI	Exempt from toll bypass	ITN numbers (9XXXXXXXXX)
UK	UK GDPR	Data residency in UK	Webex Calling Region: UK (London DC)
Germany	EU GDPR + BSI C5	Data residency in EU	Webex Calling Region: EU (Frankfurt DC)
Americas	SOC 2 / standard	Standard cloud compliance	Webex Calling Region: US