Appendices: Templates, Checklists & Reference Materials
Document Reference: ABV-COLLAB-MIG-2026 | Appendices
Cross-References: All Chapters
Style: Templates & Checklists (Sonnet 4.5)
Appendix Directory
| Appendix |
Title |
Purpose |
| A |
Information Gathering Sheet |
Pre-provisioning data collection |
| B |
Pre-Implementation Checklist |
Vendor, technical, resource readiness |
| C |
Detailed Test Case Scenarios |
Comprehensive validation testing |
| D |
Performance Baseline Template |
Quality metrics tracking |
| E |
Operational Readiness Review (ORR) |
Go-live gate checklist |
| F |
Go/No-Go Decision Template |
Executive sign-off |
| G |
Hypercare Runbook |
Post-cutover support |
| H |
Handover Meeting Agenda |
Knowledge transfer |
| I |
India Compliance Audit Template |
DoT/TRAI validation |
| J |
Emergency Contacts & Escalation |
Quick reference |
A.1 Organization Details
+-----------------------------------------------------------------+
| ABHAVTECH - PROVISIONING INFORMATION SHEET |
| Complete before starting any provisioning activities |
+-----------------------------------------------------------------+
| |
| ORGANIZATION DETAILS |
| =================== |
| Legal Name: Abhavtech Private Limited |
| Primary Domain: abhavtech.com |
| Country: India (HQ) |
| Industry: AI Technology |
| |
| PRIMARY CONTACTS |
| ================ |
| Project Sponsor: _______________________ |
| Project Manager: _______________________ |
| Technical Lead: ________________________ |
| Voice Engineering Lead: ________________ |
| Network Lead: __________________________ |
| Security Lead: _________________________ |
| Telecom Lead: __________________________ |
| |
| CONTACT INFORMATION |
| =================== |
| PM Email: ______________________________ |
| PM Phone: ______________________________ |
| Technical Lead Email: __________________ |
| Technical Lead Phone: __________________ |
| Emergency Contact (24x7): ______________ |
| |
+-----------------------------------------------------------------+
+-----------------------------------------------------------------+
| WEBEX TENANT DETAILS |
+-----------------------------------------------------------------+
| |
| Organization ID: ________________________ |
| Control Hub URL: admin.webex.com |
| Home Region: APAC |
| Partner Name: __________________________ |
| Partner Contact: _______________________ |
| |
| LICENSES ORDERED |
| ================ |
| Webex Calling Professional: 3,200 |
| Webex Calling Common Area: 50 |
| Contract Start Date: ___________________ |
| Contract End Date: _____________________ |
| License Order Confirmation #: __________ |
| |
| ADMIN ACCOUNTS (Initial) |
| ======================== |
| Full Admin 1: __________________________ |
| Full Admin 2: __________________________ |
| Full Admin 3: __________________________ |
| |
+-----------------------------------------------------------------+
A.3 PSTN Details by Region
+-----------------------------------------------------------------+
| PSTN CONFIGURATION DETAILS |
+-----------------------------------------------------------------+
| |
| INDIA (Local Gateway) |
| ===================== |
| Primary PSTN Provider: Tata Teleservices |
| Secondary Provider: Airtel |
| Account Manager: _______________________ |
| Support Contact: _______________________ |
| SIP Trunk Credentials Received: [ ] Yes [ ] No |
| |
| DID Ranges: |
| Mumbai: +91-22-4960-XXXX (Qty: _______) |
| Chennai: +91-44-6XXX-XXXX (Qty: _______) |
| Bangalore: +91-80-6XXX-XXXX (Qty: _______) |
| Delhi: +91-11-6XXX-XXXX (Qty: _______) |
| Noida: +91-120-6XXX-XXXX (Qty: _______) |
| Hyderabad: +91-40-6XXX-XXXX (Qty: _______) |
| |
| EMEA & AMERICAS (Cloud Connected PSTN) |
| ====================================== |
| CCPP Provider: IntelePeer |
| Account Manager: _______________________ |
| Support Contact: _______________________ |
| Provider Portal URL: ___________________ |
| |
| DID Ranges: |
| UK (London): +44-20-XXXX-XXXX (Qty: _______) |
| Germany (Frankfurt): +49-69-XXXX-XXXX (Qty: _______) |
| US (New Jersey): +1-201-XXX-XXXX (Qty: _______) |
| US (Dallas): +1-214-XXX-XXXX (Qty: _______) |
| |
| NUMBER PORTING |
| ============== |
| Numbers to Port: _______ (total count) |
| Porting Request Submitted: [ ] Yes [ ] No |
| Porting Date Confirmed: _______________ |
| LOA Signed: [ ] Yes [ ] No |
| |
+-----------------------------------------------------------------+
+-----------------------------------------------------------------+
| IDENTITY PROVIDER DETAILS |
+-----------------------------------------------------------------+
| |
| AZURE AD / IDENTITY PROVIDER |
| ============================ |
| IdP Type: Azure AD / Okta / Other: __________ |
| Tenant ID: _____________________________ |
| Primary Domain: ________________________ |
| |
| SSO CONFIGURATION |
| ================= |
| SAML Entity ID: ________________________ |
| ACS URL: _______________________________ |
| IdP Metadata URL: ______________________ |
| SSO Admin Contact: _____________________ |
| |
| SCIM PROVISIONING |
| ================= |
| SCIM Endpoint: _________________________ |
| Bearer Token Generated: [ ] Yes [ ] No |
| Sync Scope (OU/Groups): ________________ |
| |
| USER POPULATION |
| =============== |
| Total Users in Directory: ______________ |
| Users for Webex Calling: 3,200 |
| User Export Completed: [ ] Yes [ ] No |
| |
+-----------------------------------------------------------------+
+-----------------------------------------------------------------+
| NETWORK DETAILS |
+-----------------------------------------------------------------+
| |
| INTERNAL DNS SERVERS |
| ==================== |
| Primary DNS: ___________________ (IP: _______________) |
| Secondary DNS: _________________ (IP: _______________) |
| DNS Admin Contact: _____________________________ |
| |
| FIREWALL |
| ======== |
| Firewall Type: Palo Alto / Cisco FTD / Other: ______ |
| Firewall Admin Contact: ________________________ |
| Change Request Process: ________________________ |
| SSL Inspection: Enabled / Disabled |
| Webex Bypass Configured: [ ] Yes [ ] No |
| |
| VOICE VLAN |
| ========== |
| Voice VLAN ID: ____________ |
| Voice Subnet: ______________ |
| DHCP Scope: ________________ |
| |
| QoS |
| === |
| QoS Policy Exists: [ ] Yes [ ] No |
| Voice DSCP: EF (46) |
| Video DSCP: AF41 (34) |
| Signaling DSCP: CS3 (24) |
| |
| SD-WAN (Reference: ABV-SDWAN-2024) |
| ================================== |
| SD-WAN Platform: Cisco Viptela |
| SD-WAN Admin Contact: ______________________ |
| Voice Policy Configured: [ ] Yes [ ] No |
| |
+-----------------------------------------------------------------+
A.6 CUCM Current Environment
+-----------------------------------------------------------------+
| CUCM ENVIRONMENT DETAILS |
+-----------------------------------------------------------------+
| |
| CLUSTER INFORMATION |
| =================== |
| CUCM Version: ___________________ |
| Publisher FQDN: _________________ |
| Publisher IP: ___________________ |
| Subscriber 1 FQDN: ______________ |
| Subscriber 2 FQDN: ______________ |
| |
| CURRENT INVENTORY |
| ================= |
| Total Registered Phones: __________ |
| Total Users: _____________________ |
| Total DNs: _______________________ |
| Total DIDs: ______________________ |
| |
| FEATURES IN USE |
| =============== |
| Hunt Groups: _________ |
| Call Pickup Groups: __________ |
| Call Park Slots: _____________ |
| Auto Attendants: _____________ |
| Shared Lines: ________________ |
| |
| VOICEMAIL |
| ========= |
| Unity Connection Version: _____________ |
| Unity FQDN: __________________________ |
| Total Mailboxes: _____________________ |
| |
| DATA EXPORT COMPLETED |
| ===================== |
| Phones Export: [ ] Yes [ ] No |
| Users Export: [ ] Yes [ ] No |
| Hunt Groups Export: [ ] Yes [ ] No |
| Speed Dials Export: [ ] Yes [ ] No |
| Call Forwards Export: [ ] Yes [ ] No |
| |
+-----------------------------------------------------------------+
Appendix B: Pre-Implementation Checklist
B.1 Vendor & Contract Readiness
| Item |
Owner |
Due Date |
Status |
Notes |
| Cisco/Partner Contract Signed |
Procurement |
|
[ ] |
Webex Calling licenses |
| License Order Confirmed |
Procurement |
|
[ ] |
3,200 Professional |
| CCPP Agreement (IntelePeer) |
Telecom |
|
[ ] |
EMEA & Americas PSTN |
| Tata Teleservices Contract |
Telecom |
|
[ ] |
India PSTN primary |
| Airtel Contract (Backup) |
Telecom |
|
[ ] |
India PSTN secondary |
| Support Contract Active |
Procurement |
|
[ ] |
Cisco TAC access |
| Partner SOW Signed |
PMO |
|
[ ] |
Implementation services |
B.2 Technical Readiness
| Item |
Owner |
Due Date |
Status |
Notes |
| Network Assessment Complete |
Network |
|
[ ] |
Bandwidth, latency |
| Firewall Rules Approved |
Security |
|
[ ] |
Per Chapter 5 |
| Firewall Rules Deployed |
Network |
|
[ ] |
All sites |
| SSL Inspection Bypass |
Security |
|
[ ] |
Webex domains |
| DNS Forwarders Configured |
Network |
|
[ ] |
Per Chapter 5 |
| QoS Policy Verified |
Network |
|
[ ] |
Voice priority |
| Voice VLAN Ready |
Network |
|
[ ] |
All sites |
| LGW Hardware Procured |
Procurement |
|
[ ] |
India sites (7 units) |
| LGW IOS-XE Licensed |
Network |
|
[ ] |
CUBE features |
| LGW Rack Space Ready |
Facilities |
|
[ ] |
India sites |
B.3 Identity & Access Readiness
| Item |
Owner |
Due Date |
Status |
Notes |
| Azure AD Tenant Accessible |
Identity |
|
[ ] |
Admin access |
| SSO App Created |
Identity |
|
[ ] |
Cisco Webex enterprise app |
| SAML Metadata Exchanged |
Identity |
|
[ ] |
IdP <-> Webex |
| SCIM Provisioning Tested |
Identity |
|
[ ] |
User sync working |
| MFA Configured |
Identity |
|
[ ] |
For admins |
| User Population Identified |
HR/IT |
|
[ ] |
3,200 users |
| User Export Available |
HR/IT |
|
[ ] |
CSV ready |
B.4 CUCM Readiness
| Item |
Owner |
Due Date |
Status |
Notes |
| CUCM Data Export Complete |
Voice Eng |
|
[ ] |
Phones, users, features |
| User Mapping Spreadsheet |
Voice Eng |
|
[ ] |
CUCM -> Webex |
| Feature Inventory Documented |
Voice Eng |
|
[ ] |
HG, AA, Pickup |
| Coexistence Trunk Designed |
Voice Eng |
|
[ ] |
CUBE config ready |
| Coexistence Trunk Tested |
Voice Eng |
|
[ ] |
Bidirectional calls |
| Configuration Freeze Planned |
Voice Eng |
|
[ ] |
48 hrs before cutover |
| DRS Backup Taken |
Voice Eng |
|
[ ] |
Full cluster backup |
B.5 Resource Readiness
| Item |
Owner |
Due Date |
Status |
Notes |
| Project Team Assigned |
PMO |
|
[ ] |
All roles filled |
| Training Schedule Finalized |
Training |
|
[ ] |
Agent + admin training |
| Training Materials Ready |
Training |
|
[ ] |
Guides, videos |
| Help Desk Briefed |
Help Desk |
|
[ ] |
L1 support ready |
| Communication Plan Approved |
PMO |
|
[ ] |
User notifications |
| War Room Booked |
PMO |
|
[ ] |
Cutover location |
| Bridge Line Reserved |
PMO |
|
[ ] |
Cutover communication |
B.6 Compliance & Security Readiness
| Item |
Owner |
Due Date |
Status |
Notes |
| Security Review Complete |
Security |
|
[ ] |
Architecture approved |
| India DoT Compliance Verified |
Compliance |
|
[ ] |
OSP registration valid |
| GDPR Assessment Complete |
Compliance |
|
[ ] |
EMEA data handling |
| Data Residency Confirmed |
Compliance |
|
[ ] |
Regional DCs assigned |
| Recording Policy Approved |
Legal |
|
[ ] |
Consent requirements |
| E911 Configuration Designed |
Voice Eng |
|
[ ] |
US sites |
| Emergency Routing Designed |
Voice Eng |
|
[ ] |
India 112 routing |
Appendix C: Detailed Test Case Scenarios
C.1 Voice Call Test Cases
Test Case V-01: Internal Call (Same Site)
+-----------------------------------------------------------------+
| TEST CASE V-01: INTERNAL CALL - SAME SITE |
+-----------------------------------------------------------------+
| |
| Objective: Verify extension-to-extension calling within site |
| Prerequisites: Both users migrated to Webex, phones online |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. User A (Ext 1001) picks up handset |
| [ ] 2. User A dials extension 1002 |
| [ ] 3. Verify dial tone heard |
| [ ] 4. Verify ringback tone heard |
| [ ] 5. User B (Ext 1002) phone rings |
| [ ] 6. User B answers call |
| [ ] 7. Verify two-way audio (both parties hear each other) |
| [ ] 8. Verify no echo or distortion |
| [ ] 9. Verify caller ID shows "User A - 1001" |
| [ ] 10. Either party hangs up |
| [ ] 11. Verify call ends cleanly |
| [ ] 12. Verify call appears in call history (both users) |
| |
| EXPECTED RESULTS: |
| ---------------- |
| * Call setup time: <3 seconds |
| * Audio quality: MOS >4.0 |
| * Caller ID: Displayed correctly |
| * Call history: Recorded in Control Hub |
| |
| ACTUAL RESULTS: |
| --------------- |
| Call Setup Time: _______ seconds |
| Audio Quality: Excellent / Good / Fair / Poor |
| Caller ID Correct: [ ] Yes [ ] No |
| Call History Logged: [ ] Yes [ ] No |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| Notes: _______________________________________________ |
| |
+-----------------------------------------------------------------+
Test Case V-02: Internal Call (Cross-Site)
+-----------------------------------------------------------------+
| TEST CASE V-02: INTERNAL CALL - CROSS SITE |
+-----------------------------------------------------------------+
| |
| Objective: Verify extension calling between different sites |
| Prerequisites: Users at different sites migrated to Webex |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. User A (Mumbai - Ext 1001) dials Chennai Ext 2001 |
| [ ] 2. Verify call routes correctly (not via PSTN) |
| [ ] 3. User B (Chennai - Ext 2001) phone rings |
| [ ] 4. User B answers call |
| [ ] 5. Verify two-way audio |
| [ ] 6. Verify audio quality acceptable (cross-WAN) |
| [ ] 7. Verify caller ID shows Mumbai user info |
| [ ] 8. Call ends cleanly |
| |
| EXPECTED RESULTS: |
| ---------------- |
| * Call routes via Webex cloud (not PSTN) |
| * Audio quality: MOS >3.8 (cross-site tolerance) |
| * No PSTN charges incurred |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case V-03: Coexistence Call (Webex to CUCM)
+-----------------------------------------------------------------+
| TEST CASE V-03: COEXISTENCE - WEBEX TO CUCM |
+-----------------------------------------------------------------+
| |
| Objective: Verify migrated users can call non-migrated users |
| Prerequisites: Coexistence trunk configured and active |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. Webex user (Ext 1001) dials CUCM user (Ext 3001) |
| [ ] 2. Verify call routes via CUBE trunk |
| [ ] 3. CUCM phone rings |
| [ ] 4. CUCM user answers |
| [ ] 5. Verify two-way audio |
| [ ] 6. Verify caller ID displays correctly on CUCM phone |
| [ ] 7. Test transfer from CUCM user to another CUCM user |
| [ ] 8. Test transfer from CUCM user back to Webex user |
| [ ] 9. Call ends cleanly |
| |
| EXPECTED RESULTS: |
| ---------------- |
| * Seamless calling between platforms |
| * Caller ID preserved across platforms |
| * Transfer works in both directions |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case V-04: PSTN Outbound (India - Toll Bypass Validation)
+-----------------------------------------------------------------+
| TEST CASE V-04: PSTN OUTBOUND - INDIA TOLL BYPASS |
+-----------------------------------------------------------------+
| |
| Objective: Verify PSTN calls route via correct LGW per zone |
| Prerequisites: Zone configuration complete, LGWs registered |
| |
| TEST STEPS (INTRA-CIRCLE - COMPLIANT): |
| -------------------------------------- |
| [ ] 1. Mumbai user (Zone: Mumbai) dials Mumbai PSTN number |
| [ ] 2. Verify call routes via LGW-Mumbai (not other LGW) |
| [ ] 3. Check LGW logs: show call active voice brief |
| [ ] 4. Verify call connects |
| [ ] 5. Verify audio quality |
| [ ] 6. Verify CDR shows Mumbai LGW |
| |
| TEST STEPS (INTER-CIRCLE - COMPLIANT): |
| -------------------------------------- |
| [ ] 7. Mumbai user dials Delhi PSTN number |
| [ ] 8. Verify call routes via LGW-Mumbai (NOT LGW-Delhi) |
| [ ] 9. This is CORRECT - call originates from Mumbai circle |
| [ ] 10. Verify CDR shows Mumbai LGW |
| |
| COMPLIANCE CHECK: |
| ----------------- |
| [ ] All India PSTN calls egress from user's assigned Zone |
| [ ] No toll bypass violation (call doesn't hop circles) |
| [ ] CDR matches expected routing |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| Compliance Officer Sign-off: _____________ |
| |
+-----------------------------------------------------------------+
Test Case V-05: PSTN Outbound (EMEA/Americas via CCPP)
+-----------------------------------------------------------------+
| TEST CASE V-05: PSTN OUTBOUND - CCPP |
+-----------------------------------------------------------------+
| |
| Objective: Verify PSTN calls via Cloud Connected PSTN |
| Prerequisites: CCPP trunk active, DIDs assigned |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. London user dials UK mobile number |
| [ ] 2. Verify call routes via IntelePeer (CCPP) |
| [ ] 3. Verify call connects |
| [ ] 4. Verify outbound caller ID shows user's DID |
| [ ] 5. Verify audio quality |
| [ ] 6. Repeat for Frankfurt user (EU PSTN) |
| [ ] 7. Repeat for New Jersey user (US PSTN) |
| [ ] 8. Repeat for Dallas user (US PSTN) |
| |
| CALLER ID VERIFICATION: |
| ----------------------- |
| [ ] UK: Shows +44-20-XXXX-XXXX |
| [ ] Germany: Shows +49-69-XXXX-XXXX |
| [ ] US: Shows +1-XXX-XXX-XXXX |
| [ ] STIR/SHAKEN attestation: A (full) |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case V-06: PSTN Inbound (DID to User)
+-----------------------------------------------------------------+
| TEST CASE V-06: PSTN INBOUND - DID |
+-----------------------------------------------------------------+
| |
| Objective: Verify inbound PSTN calls reach correct user |
| Prerequisites: DIDs assigned to users, porting complete |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. From external phone, dial user's DID |
| [ ] 2. Verify call reaches Webex user's phone |
| [ ] 3. Verify caller ID shows external caller's number |
| [ ] 4. User answers call |
| [ ] 5. Verify two-way audio |
| [ ] 6. User hangs up |
| [ ] 7. Call again - let it ring to voicemail |
| [ ] 8. Verify voicemail records message |
| [ ] 9. Verify MWI (message waiting indicator) lights |
| [ ] 10. Verify email notification received |
| |
| REGIONAL TESTS: |
| --------------- |
| [ ] India DID: +91-22-4960-XXXX -> Mumbai user |
| [ ] UK DID: +44-20-XXXX-XXXX -> London user |
| [ ] Germany DID: +49-69-XXXX-XXXX -> Frankfurt user |
| [ ] US DID: +1-201-XXX-XXXX -> New Jersey user |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case V-07: Emergency Calling (112/999/911)
+-----------------------------------------------------------------+
| TEST CASE V-07: EMERGENCY CALLING |
+-----------------------------------------------------------------+
| |
| [!]️ WARNING: DO NOT DIAL REAL EMERGENCY NUMBERS FOR TESTING |
| Use test numbers provided by carrier or coordinate with PSAP |
| |
| Objective: Verify emergency calls route correctly |
| Prerequisites: Emergency routing configured, test coordinated |
| |
| INDIA (112) - Via Local Gateway: |
| -------------------------------- |
| [ ] 1. Mumbai user dials 112 |
| [ ] 2. Verify routes via LGW-Mumbai |
| [ ] 3. Verify callback number transmitted |
| [ ] 4. Verify location information (if configured) |
| |
| UK (999) - Via CCPP: |
| -------------------- |
| [ ] 5. London user dials 999 |
| [ ] 6. Verify routes via IntelePeer |
| [ ] 7. Verify callback number transmitted |
| |
| US (911) - Kari's Law / RAY BAUM's Act: |
| ---------------------------------------- |
| [ ] 8. New Jersey user dials 911 |
| [ ] 9. Verify direct dial (no prefix required) |
| [ ] 10. Verify security desk notification triggered |
| [ ] 11. Verify dispatchable location transmitted |
| (Street address + floor/room) |
| [ ] 12. Verify callback number transmitted |
| |
| NOTIFICATIONS VERIFIED: |
| ----------------------- |
| [ ] Email to security team |
| [ ] On-screen notification (if configured) |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| Compliance Sign-off: _____________________ |
| |
+-----------------------------------------------------------------+
C.2 Feature Test Cases
Test Case F-01: Hunt Group
+-----------------------------------------------------------------+
| TEST CASE F-01: HUNT GROUP |
+-----------------------------------------------------------------+
| |
| Objective: Verify hunt group call distribution |
| Prerequisites: Hunt group configured with 4 members |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. Call hunt group pilot number |
| [ ] 2. Verify call rings Member 1 first (circular) |
| [ ] 3. Member 1 does not answer (20 sec timeout) |
| [ ] 4. Verify call rolls to Member 2 |
| [ ] 5. Member 2 answers call |
| [ ] 6. Verify two-way audio |
| [ ] 7. End call |
| [ ] 8. Call again - verify starts with Member 2 (next in line)|
| [ ] 9. Test with all members busy - verify overflow action |
| [ ] 10. Verify hunt group stats in Control Hub |
| |
| DISTRIBUTION TESTS: |
| ------------------- |
| [ ] Circular: Rotates through members |
| [ ] Top Down: Always starts with first member |
| [ ] Longest Idle: Goes to most available agent |
| [ ] Simultaneous: All ring at once |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case F-02: Auto Attendant
+-----------------------------------------------------------------+
| TEST CASE F-02: AUTO ATTENDANT |
+-----------------------------------------------------------------+
| |
| Objective: Verify IVR menu and routing |
| Prerequisites: AA configured with menu options |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. Call Auto Attendant main number |
| [ ] 2. Verify welcome greeting plays |
| [ ] 3. Verify menu options announced |
| [ ] 4. Press 1 - verify transfers to Sales |
| [ ] 5. Call again, Press 2 - verify transfers to Support |
| [ ] 6. Call again, Press 3 - verify transfers to HR |
| [ ] 7. Call again, Press 0 - verify transfers to Operator |
| [ ] 8. Call again, Press # - verify menu repeats |
| [ ] 9. Call again, wait (no input) - verify timeout action |
| [ ] 10. Call again, press invalid key - verify error handling |
| |
| AFTER HOURS TEST: |
| ----------------- |
| [ ] 11. Call outside business hours |
| [ ] 12. Verify after-hours greeting plays |
| [ ] 13. Verify after-hours routing works |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case F-03: Voicemail
+-----------------------------------------------------------------+
| TEST CASE F-03: VOICEMAIL |
+-----------------------------------------------------------------+
| |
| Objective: Verify voicemail deposit and retrieval |
| Prerequisites: Voicemail enabled for user |
| |
| TEST STEPS - DEPOSIT: |
| --------------------- |
| [ ] 1. Call user's extension |
| [ ] 2. Let phone ring (don't answer) |
| [ ] 3. Verify call forwards to voicemail after X rings |
| [ ] 4. Verify greeting plays |
| [ ] 5. Leave message (include date/time in message) |
| [ ] 6. Hang up |
| [ ] 7. Verify MWI light illuminates on phone |
| [ ] 8. Verify email notification received (if enabled) |
| [ ] 9. Verify voicemail transcription (if enabled) |
| |
| TEST STEPS - RETRIEVAL: |
| ------------------------ |
| [ ] 10. Press voicemail button on phone |
| [ ] 11. Enter PIN when prompted |
| [ ] 12. Listen to new message |
| [ ] 13. Verify message content (date/time correct) |
| [ ] 14. Delete message |
| [ ] 15. Verify MWI light turns off |
| |
| TEST STEPS - WEB ACCESS: |
| ------------------------ |
| [ ] 16. Login to settings.webex.com |
| [ ] 17. Navigate to voicemail |
| [ ] 18. Verify messages listed |
| [ ] 19. Play message from web |
| [ ] 20. Delete message from web |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case F-04: Call Forward
+-----------------------------------------------------------------+
| TEST CASE F-04: CALL FORWARDING |
+-----------------------------------------------------------------+
| |
| Objective: Verify all call forward scenarios |
| Prerequisites: User with call forward permissions |
| |
| TEST STEPS - FORWARD ALL: |
| ------------------------- |
| [ ] 1. Enable "Forward All Calls" to extension 1050 |
| [ ] 2. Call user's extension |
| [ ] 3. Verify call immediately forwards to 1050 |
| [ ] 4. Verify caller ID shows original caller |
| [ ] 5. Disable forward all |
| |
| TEST STEPS - FORWARD BUSY: |
| -------------------------- |
| [ ] 6. Enable "Forward When Busy" to extension 1050 |
| [ ] 7. Place user on an active call (make them busy) |
| [ ] 8. Call user's extension from another phone |
| [ ] 9. Verify call forwards to 1050 |
| [ ] 10. Disable forward busy |
| |
| TEST STEPS - FORWARD NO ANSWER: |
| ----------------------------- |
| [ ] 11. Enable "Forward When No Answer" to voicemail |
| [ ] 12. Set ring count to 4 |
| [ ] 13. Call user's extension, don't answer |
| [ ] 14. Count rings (should be 4) |
| [ ] 15. Verify forwards to voicemail |
| |
| TEST STEPS - FORWARD NOT REACHABLE: |
| ------------------------------------ |
| [ ] 16. Enable "Forward When Not Reachable" to mobile |
| [ ] 17. Disconnect user's phone from network |
| [ ] 18. Call user's extension |
| [ ] 19. Verify forwards to mobile number |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
Test Case F-05: Call Recording
+-----------------------------------------------------------------+
| TEST CASE F-05: CALL RECORDING |
+-----------------------------------------------------------------+
| |
| Objective: Verify call recording and consent compliance |
| Prerequisites: Recording policy enabled |
| |
| TEST STEPS - AUTOMATIC RECORDING: |
| --------------------------------- |
| [ ] 1. User with recording policy makes outbound call |
| [ ] 2. Verify recording announcement plays (if configured) |
| [ ] 3. Complete call with conversation |
| [ ] 4. End call |
| [ ] 5. Navigate to Control Hub -> Analytics -> Recordings |
| [ ] 6. Locate recording for test call |
| [ ] 7. Play recording |
| [ ] 8. Verify both parties audio recorded |
| [ ] 9. Verify recording announcement captured (if enabled) |
| |
| TEST STEPS - ON-DEMAND RECORDING: |
| --------------------------------- |
| [ ] 10. User makes call (no auto-record policy) |
| [ ] 11. During call, user presses "Record" soft key |
| [ ] 12. Verify recording starts (indicator visible) |
| [ ] 13. User presses "Stop" to stop recording |
| [ ] 14. Verify recording saved |
| |
| REGIONAL COMPLIANCE: |
| -------------------- |
| [ ] India: One-party consent (announcement for CC only) |
| [ ] UK: Two-party notification (announcement plays) |
| [ ] Germany: Two-party consent (IVR press 1 to consent) |
| [ ] US-NJ: Two-party (announcement plays) |
| [ ] US-TX: One-party (announcement plays for consistency) |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| Compliance Sign-off: _____________________ |
| |
+-----------------------------------------------------------------+
C.3 Webex App Test Cases
Test Case A-01: Webex App Soft Phone
+-----------------------------------------------------------------+
| TEST CASE A-01: WEBEX APP - SOFT PHONE |
+-----------------------------------------------------------------+
| |
| Objective: Verify Webex App calling functionality |
| Prerequisites: Webex App installed, user logged in |
| |
| TEST STEPS - BASIC CALLING: |
| --------------------------- |
| [ ] 1. Open Webex App on desktop |
| [ ] 2. Verify phone icon shows "Ready" status |
| [ ] 3. Click phone icon, enter extension to dial |
| [ ] 4. Verify call connects |
| [ ] 5. Verify audio works (use headset) |
| [ ] 6. Verify mute button works |
| [ ] 7. Verify hold button works |
| [ ] 8. End call |
| |
| TEST STEPS - INBOUND: |
| --------------------- |
| [ ] 9. Call user's DID from external phone |
| [ ] 10. Verify Webex App rings (toast notification) |
| [ ] 11. Answer call in Webex App |
| [ ] 12. Verify audio quality |
| [ ] 13. End call |
| |
| TEST STEPS - MOBILE: |
| -------------------- |
| [ ] 14. Install Webex App on mobile device |
| [ ] 15. Login with same credentials |
| [ ] 16. Make call from mobile app |
| [ ] 17. Receive call on mobile app |
| [ ] 18. Verify call moves between devices (if configured) |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
C.4 Integration Test Cases
Test Case I-01: SSO Login
+-----------------------------------------------------------------+
| TEST CASE I-01: SSO AUTHENTICATION |
+-----------------------------------------------------------------+
| |
| Objective: Verify Azure AD SSO and MFA |
| Prerequisites: SSO configured, MFA enabled |
| |
| TEST STEPS: |
| ----------- |
| [ ] 1. Navigate to settings.webex.com |
| [ ] 2. Enter corporate email address |
| [ ] 3. Verify redirect to Azure AD login page |
| [ ] 4. Enter Azure AD credentials |
| [ ] 5. Verify MFA challenge (authenticator app) |
| [ ] 6. Approve MFA |
| [ ] 7. Verify redirect back to Webex |
| [ ] 8. Verify user logged in successfully |
| [ ] 9. Verify user attributes populated (name, photo) |
| [ ] 10. Logout and repeat for admin user (Control Hub) |
| |
| FAILURE TESTS: |
| -------------- |
| [ ] 11. Enter wrong password - verify error message |
| [ ] 12. 5 failed attempts - verify account lockout |
| [ ] 13. Deny MFA - verify login blocked |
| |
| STATUS: [ ] PASS [ ] FAIL [ ] BLOCKED |
| Tester: _________________ Date: ___________ |
| |
+-----------------------------------------------------------------+
C.5 Test Summary Matrix
| Test ID |
Test Case |
Priority |
Status |
Tester |
Date |
| V-01 |
Internal Call (Same Site) |
P1 |
[ ] |
|
|
| V-02 |
Internal Call (Cross-Site) |
P1 |
[ ] |
|
|
| V-03 |
Coexistence (Webex<->CUCM) |
P1 |
[ ] |
|
|
| V-04 |
PSTN Outbound (India Toll Bypass) |
P1 |
[ ] |
|
|
| V-05 |
PSTN Outbound (CCPP) |
P1 |
[ ] |
|
|
| V-06 |
PSTN Inbound (DID) |
P1 |
[ ] |
|
|
| V-07 |
Emergency Calling |
P1 |
[ ] |
|
|
| F-01 |
Hunt Group |
P2 |
[ ] |
|
|
| F-02 |
Auto Attendant |
P2 |
[ ] |
|
|
| F-03 |
Voicemail |
P2 |
[ ] |
|
|
| F-04 |
Call Forward |
P2 |
[ ] |
|
|
| F-05 |
Call Recording |
P2 |
[ ] |
|
|
| A-01 |
Webex App Soft Phone |
P2 |
[ ] |
|
|
| I-01 |
SSO Authentication |
P1 |
[ ] |
|
|
Summary:
- Total Test Cases: __
- Passed: _
- Failed:
- Blocked:
- Pass Rate: ___%
+-----------------------------------------------------------------+
| NETWORK PERFORMANCE BASELINE |
| Date: ___________ Tester: _______________ |
+-----------------------------------------------------------------+
| |
| TEST METHODOLOGY: |
| * Webex Network Test: mediatest.webex.com |
| * Ping/traceroute to Webex endpoints |
| * During business hours (peak load) |
| |
| SITE: MUMBAI HQ |
| =============== |
| Latency to Webex DC: _______ ms (Target: <150ms) |
| Jitter: _______ ms (Target: <30ms) |
| Packet Loss: _______ % (Target: <1%) |
| UDP Connectivity: PASS / FAIL |
| TCP Fallback: PASS / FAIL |
| Download Speed: _______ Mbps |
| Upload Speed: _______ Mbps |
| |
| SITE: CHENNAI |
| ============= |
| Latency to Webex DC: _______ ms |
| Jitter: _______ ms |
| Packet Loss: _______ % |
| |
| SITE: LONDON |
| ============ |
| Latency to Webex DC: _______ ms |
| Jitter: _______ ms |
| Packet Loss: _______ % |
| |
| [Repeat for all sites] |
| |
+-----------------------------------------------------------------+
D.2 Call Quality Baseline
+-----------------------------------------------------------------+
| CALL QUALITY BASELINE |
| Week: ___________ Date Range: _____________ to _____________ |
+-----------------------------------------------------------------+
| |
| OVERALL METRICS (from Control Hub Analytics): |
| ============================================ |
| Total Calls Analyzed: ___________ |
| Average MOS Score: _______ (Target: >4.0) |
| Peak MOS: _______ |
| Minimum MOS: _______ |
| Calls with MOS <3.5: _______ (______%) |
| |
| MOS DISTRIBUTION: |
| ================= |
| Excellent (4.3-5.0): _______% ################ |
| Good (4.0-4.3): _______% ############ |
| Fair (3.6-4.0): _______% ######## |
| Poor (<3.6): _______% #### |
| |
| BY SITE: |
| ======== |
| Mumbai: MOS _______ | Calls _______ | Poor _______ |
| Chennai: MOS _______ | Calls _______ | Poor _______ |
| Bangalore: MOS _______ | Calls _______ | Poor _______ |
| Delhi: MOS _______ | Calls _______ | Poor _______ |
| London: MOS _______ | Calls _______ | Poor _______ |
| Frankfurt: MOS _______ | Calls _______ | Poor _______ |
| NJ: MOS _______ | Calls _______ | Poor _______ |
| Dallas: MOS _______ | Calls _______ | Poor _______ |
| |
| BY CALL TYPE: |
| ============ |
| Internal (Webex-Webex): MOS _______ |
| PSTN Outbound: MOS _______ |
| PSTN Inbound: MOS _______ |
| Coexistence (CUCM): MOS _______ |
| |
+-----------------------------------------------------------------+
+-----------------------------------------------------------------+
| WEEKLY PERFORMANCE TRACKING |
+-----------------------------------------------------------------+
| |
| MOS SCORE TREND: |
| ================ |
| Week 1: _______ ###################### |
| Week 2: _______ ###################### |
| Week 3: _______ ###################### |
| Week 4: _______ ###################### |
| Target: 4.0 ----------------------| |
| |
| CALL VOLUME TREND: |
| ================== |
| Week 1: _______ calls |
| Week 2: _______ calls (______% change) |
| Week 3: _______ calls (______% change) |
| Week 4: _______ calls (______% change) |
| |
| ISSUES TREND: |
| ============= |
| Week 1: _______ incidents (P1: ___ P2: ___ P3: ___) |
| Week 2: _______ incidents (P1: ___ P2: ___ P3: ___) |
| Week 3: _______ incidents (P1: ___ P2: ___ P3: ___) |
| Week 4: _______ incidents (P1: ___ P2: ___ P3: ___) |
| |
| STATUS: 🟢 IMPROVING / 🟡 STABLE / 🔴 DEGRADING |
| |
+-----------------------------------------------------------------+
Appendix E: Operational Readiness Review (ORR)
E.1 ORR Checklist
+-----------------------------------------------------------------+
| OPERATIONAL READINESS REVIEW (ORR) |
| Project: CUCM to Webex Calling Migration |
| Date: _______________ |
+-----------------------------------------------------------------+
SECTION 1: TECHNICAL READINESS (10 Items)
=========================================
[ ] 1.1 All Webex locations configured and validated
Evidence: Control Hub screenshot showing all locations
[ ] 1.2 All PSTN trunks active (LGW + CCPP)
Evidence: Control Hub PSTN status = Active (all trunks)
[ ] 1.3 All LGWs registered and passing traffic
Evidence: `show voice register status` = Registered (all 7)
[ ] 1.4 Coexistence trunk operational (CUCM <-> Webex)
Evidence: Test call log showing bidirectional calls
[ ] 1.5 All DIDs assigned and tested
Evidence: Inbound call test results for sample DIDs
[ ] 1.6 Emergency calling validated (112/999/911)
Evidence: Test coordination confirmation with carrier
[ ] 1.7 All features migrated and tested (HG, AA, VM)
Evidence: Feature test case results (Appendix C)
[ ] 1.8 SSO/MFA authentication working
Evidence: Login test results showing SSO flow
[ ] 1.9 Call quality meets baseline (MOS >4.0)
Evidence: Week 4 performance report (Appendix D)
[ ] 1.10 Network readiness confirmed (all sites)
Evidence: Network test results (all sites pass)
SECTION 2: OPERATIONAL READINESS (8 Items)
==========================================
[ ] 2.1 Runbooks documented and accessible
Location: ________________________________
[ ] 2.2 On-call rotation schedule published
Start Date: ___________ Rotation: ___________
[ ] 2.3 Escalation matrix defined and communicated
Evidence: Appendix J distributed to all teams
[ ] 2.4 Monitoring and alerting configured
Evidence: Control Hub alerts active (list rules)
[ ] 2.5 Help desk trained and ready
Training Date: ___________ Attendees: ___________
[ ] 2.6 L2 support team trained
Training Date: ___________ Attendees: ___________
[ ] 2.7 Vendor support contracts active
Cisco TAC Contract #: _______________
IntelePeer Support: _______________
[ ] 2.8 Incident management process defined
Reference: Chapter 8, Section 8.7
SECTION 3: USER READINESS (5 Items)
===================================
[ ] 3.1 Agent training completed
Completion Rate: ______% (Target: 100%)
[ ] 3.2 Supervisor training completed
Completion Rate: ______% (Target: 100%)
[ ] 3.3 Admin training completed
Completion Rate: ______% (Target: 100%)
[ ] 3.4 User communication sent
Date Sent: ___________ Method: ___________
[ ] 3.5 Training materials accessible
Location: ________________________________
SECTION 4: COMPLIANCE READINESS (4 Items)
=========================================
[ ] 4.1 India DoT/TRAI compliance validated
Evidence: Toll bypass test results (V-04)
Compliance Officer Sign-off: _______________
[ ] 4.2 EMEA GDPR data residency confirmed
Evidence: Control Hub data residency settings
[ ] 4.3 US E911 compliance validated
Evidence: Emergency test results (V-07)
[ ] 4.4 Call recording consent configured
Evidence: Regional announcement test results
+-----------------------------------------------------------------+
E.2 ORR Scoring
| Section |
Items |
Passed |
Score |
| Technical Readiness |
10 |
|
/10 |
| Operational Readiness |
8 |
|
/8 |
| User Readiness |
5 |
|
/5 |
| Compliance Readiness |
4 |
|
/4 |
| TOTAL |
27 |
|
/27 |
Scoring Criteria:
- GREEN (GO): 27/27 (100%)
- YELLOW (CONDITIONAL GO): 24-26/27 (>90%), no P1 gaps
- RED (NO-GO): <24/27 or any P1 gap
Appendix F: Go/No-Go Decision Template
F.1 Go/No-Go Meeting Record
+-----------------------------------------------------------------+
| GO/NO-GO DECISION MEETING |
| Batch: _______________ Date: _______________ |
| Site(s): _____________________________________________ |
| Users: _______________ |
+-----------------------------------------------------------------+
MEETING ATTENDEES:
=================
| Name | Role | Present |
|------|------|---------|
| _______________ | Project Manager | [ ] |
| _______________ | Voice Engineering Lead | [ ] |
| _______________ | Network Lead | [ ] |
| _______________ | Help Desk Lead | [ ] |
| _______________ | Site IT Lead | [ ] |
| _______________ | Compliance Officer | [ ] |
| _______________ | Project Sponsor | [ ] |
PRE-REQUISITE STATUS:
====================
| Item | Status | Owner |
|------|--------|-------|
| ORR Score | ___/27 | Voice Eng |
| Test Cases Passed | ___/14 | Voice Eng |
| Open P1 Issues | ___ | Voice Eng |
| Open P2 Issues | ___ | Voice Eng |
| Help Desk Ready | [ ] Yes [ ] No | Help Desk |
| Users Notified | [ ] Yes [ ] No | Comms |
| Rollback Plan Ready | [ ] Yes [ ] No | Voice Eng |
| War Room Staffed | [ ] Yes [ ] No | PM |
OPEN ISSUES SUMMARY:
===================
| Issue ID | Description | Severity | Mitigation |
|----------|-------------|----------|------------|
| | | | |
| | | | |
| | | | |
RISK ASSESSMENT:
================
| Risk | Likelihood | Impact | Mitigation |
|------|------------|--------|------------|
| | H/M/L | H/M/L | |
| | H/M/L | H/M/L | |
+-----------------------------------------------------------------+
F.2 Decision and Sign-Off
+-----------------------------------------------------------------+
| DECISION |
+-----------------------------------------------------------------+
[ ] GO - Proceed with migration as planned
Cutover Start Time: _______________
[ ] CONDITIONAL GO - Proceed with noted exceptions
Conditions/Exceptions:
1. _________________________________________________
2. _________________________________________________
3. _________________________________________________
[ ] NO-GO - Delay migration
Reason: ______________________________________________
Rescheduled Date: _______________
Actions Required:
1. _________________________________________________
2. _________________________________________________
DECISION RATIONALE:
===================
___________________________________________________________
___________________________________________________________
___________________________________________________________
SIGN-OFF:
=========
Technical Approval:
| Name | Role | Signature | Date |
|------|------|-----------|------|
| _______________ | Voice Engineering Lead | _____________ | _______ |
| _______________ | Network Lead | _____________ | _______ |
| _______________ | Security Lead | _____________ | _______ |
Operations Approval:
| Name | Role | Signature | Date |
|------|------|-----------|------|
| _______________ | Help Desk Lead | _____________ | _______ |
| _______________ | Operations Manager | _____________ | _______ |
Executive Approval:
| Name | Role | Signature | Date |
|------|------|-----------|------|
| _______________ | Project Sponsor | _____________ | _______ |
| _______________ | IT Director | _____________ | _______ |
FINAL DECISION MADE BY: ___________________________
DATE/TIME: ___________________________
+-----------------------------------------------------------------+
Appendix G: Hypercare Runbook
G.1 Hypercare Period Definition
| Parameter |
Value |
| Duration |
10 business days post-cutover |
| Support Hours |
Extended: 7 AM - 10 PM (local time) |
| War Room Location |
Mumbai HQ - Conference Room A |
| Bridge Line |
+91-22-4960-8888 |
| Escalation |
15 minutes for P1, 30 minutes for P2 |
G.2 Daily Hypercare Checklist
+-----------------------------------------------------------------+
| HYPERCARE DAILY CHECKLIST |
| Date: _______________ Day: _____ of 10 |
+-----------------------------------------------------------------+
MORNING CHECK (7:00 AM):
=======================
[ ] Check Webex status page - No incidents
[ ] Check Control Hub service health - All green
[ ] Check LGW registration status - All registered
[ ] Review overnight alerts - ___ alerts, ___ actioned
[ ] Check help desk queue - ___ open tickets
[ ] Morning standup call completed - Attendees: ___
MIDDAY CHECK (12:00 PM):
========================
[ ] Call quality check - MOS average: _______
[ ] Active incidents: P1: ___ P2: ___ P3: ___
[ ] User issues reported: ___
[ ] Phone registration count: ___ / ___
[ ] PSTN call success rate: ____%
END OF DAY CHECK (6:00 PM):
===========================
[ ] Daily metrics compiled
[ ] All P1/P2 incidents resolved or escalated
[ ] Next day staffing confirmed
[ ] Status report sent to stakeholders
[ ] Help desk handover completed
METRICS SUMMARY:
================
| Metric | Target | Actual | Status |
|--------|--------|--------|--------|
| Incidents opened | <10 | ___ | [ ] |
| Incidents resolved | >90% | ___% | [ ] |
| Avg resolution time | <2 hrs | ___ | [ ] |
| User satisfaction | >90% | ___% | [ ] |
| Call quality (MOS) | >4.0 | ___ | [ ] |
NOTES:
======
_____________________________________________________________
_____________________________________________________________
COMPLETED BY: _______________ TIME: _______________
+-----------------------------------------------------------------+
G.3 Hypercare Exit Criteria
| Criteria |
Target |
Actual |
Met |
| Days without P1 incident |
5 consecutive |
|
[ ] |
| Open P2 incidents |
0 |
|
[ ] |
| MOS score average |
>4.0 |
|
[ ] |
| User complaints (daily) |
<5 |
|
[ ] |
| Help desk ticket rate |
Stable/declining |
|
[ ] |
| All batches complete |
100% |
|
[ ] |
| Documentation complete |
100% |
|
[ ] |
| Knowledge transfer done |
Yes |
|
[ ] |
Exit Decision:
- [ ] Exit Hypercare - Transition to BAU
- [ ] Extend Hypercare - ___ additional days
Approved By: __ Date: __
Appendix H: Handover Meeting Agenda
H.1 Knowledge Transfer Session Plan
+-----------------------------------------------------------------+
| OPERATIONS HANDOVER - KNOWLEDGE TRANSFER |
| Duration: 2 days (10 hours total) |
| Location: _______________ |
| Facilitator: _______________ |
+-----------------------------------------------------------------+
DAY 1 (5 hours):
===============
Session 1: System Overview (1.5 hours)
----------------------------------------
[ ] Architecture review and component overview
[ ] Data flows and integration points
[ ] Regional configurations (India, EMEA, Americas)
[ ] Access credentials and admin accounts
Session 2: Control Hub Administration (2 hours)
------------------------------------------------
[ ] User provisioning walkthrough
[ ] Device management
[ ] Feature configuration (HG, AA, VM)
[ ] Analytics and reporting
[ ] Hands-on: Add a test user
[ ] Hands-on: Configure a hunt group
Session 3: LGW Management - India (1.5 hours)
----------------------------------------------
[ ] LGW architecture and locations
[ ] SSH access and credentials
[ ] Health check commands
[ ] Certificate renewal process
[ ] Hands-on: Check LGW status
[ ] Hands-on: Review call trace
DAY 2 (5 hours):
===============
Session 4: Monitoring and Alerting (1 hour)
-------------------------------------------
[ ] Control Hub alerts review
[ ] SIEM integration (if applicable)
[ ] Escalation procedures
[ ] Hands-on: Create an alert rule
Session 5: Troubleshooting (2 hours)
------------------------------------
[ ] Common issues and resolutions
[ ] Troubleshooting decision tree review
[ ] Log analysis techniques
[ ] TAC case opening procedure
[ ] Hands-on: Troubleshoot a simulated issue
Session 6: Compliance and Reporting (1 hour)
--------------------------------------------
[ ] India toll bypass audit procedure
[ ] Recording compliance checks
[ ] Monthly reporting requirements
[ ] Audit log review
Session 7: Q&A and Practice (1 hour)
------------------------------------
[ ] Open Q&A
[ ] Scenario-based exercises
[ ] Final documentation review
[ ] Handover sign-off
+-----------------------------------------------------------------+
H.2 Handover Sign-Off
KNOWLEDGE TRANSFER COMPLETION
Training Delivered By: _______________
Training Received By: _______________
Topics Covered: Sign-Off:
[ ] System Overview _______________
[ ] Control Hub Admin _______________
[ ] LGW Management _______________
[ ] Monitoring/Alerting _______________
[ ] Troubleshooting _______________
[ ] Compliance/Reporting _______________
Documentation Provided:
[ ] Chapter 1-8 Technical Documentation
[ ] Appendices A-J
[ ] Admin credentials (secure handover)
[ ] Vendor contact information
Operations Team Confirmation:
"We confirm receipt of training and documentation and
are prepared to assume operational responsibility."
Signature: _______________ Date: _______________
Name: _______________
Role: _______________
Appendix I: India Compliance Audit Template
I.1 Monthly Toll Bypass Audit
+-----------------------------------------------------------------+
| INDIA TOLL BYPASS COMPLIANCE AUDIT |
| Period: _______________ to _______________ |
| Auditor: _______________ |
+-----------------------------------------------------------------+
AUDIT SCOPE:
============
Total India PSTN Calls: _______________
Sample Size (1% or 100 min): _______________
Sample Period: _______________
ZONE-TO-LGW VERIFICATION:
=========================
| Zone | Expected LGW | Calls Sampled | Compliant | Violations |
|------|--------------|---------------|-----------|------------|
| Mumbai | LGW-Mumbai | | | |
| Chennai | LGW-Chennai | | | |
| Bangalore | LGW-Bangalore | | | |
| Delhi | LGW-Delhi | | | |
| Noida | LGW-Noida | | | |
| Pune | LGW-Mumbai | | | |
| Hyderabad | LGW-Hyderabad | | | |
COMPLIANCE RATE: _______% (Target: 100%)
VIOLATIONS DETAIL:
==================
| Date | User | Zone | Expected LGW | Actual LGW | Cause |
|------|------|------|--------------|------------|-------|
| | | | | | |
| | | | | | |
| | | | | | |
ROOT CAUSE ANALYSIS:
====================
___________________________________________________________
___________________________________________________________
REMEDIATION ACTIONS:
====================
1. ________________________________________________________
2. ________________________________________________________
3. ________________________________________________________
SIGN-OFF:
=========
Auditor: _______________ Date: _______________
Compliance Officer: _______________ Date: _______________
+-----------------------------------------------------------------+
+-----------------------------------------------------------------+
| EMERGENCY CONTACTS - QUICK REFERENCE |
| Print and post at support desk |
+-----------------------------------------------------------------+
INTERNAL ESCALATION:
====================
| Role | Name | Phone | Email |
|------|------|-------|-------|
| Voice Eng Lead | __________ | __________ | __________ |
| Network Lead | __________ | __________ | __________ |
| Security Lead | __________ | __________ | __________ |
| IT Director | __________ | __________ | __________ |
| Project Sponsor | __________ | __________ | __________ |
VENDOR SUPPORT:
===============
| Vendor | Type | Phone | Portal | Contract # |
|--------|------|-------|--------|------------|
| Cisco TAC | Platform | 1800-103-5312 | support.cisco.com | __________ |
| IntelePeer | PSTN (EMEA/US) | +1-XXX-XXX-XXXX | portal.intelepeer.com | __________ |
| Tata Teleservices | PSTN (India) | 1800-XXX-XXXX | enterprise.tata.com | __________ |
| Airtel | PSTN (India backup) | 1800-XXX-XXXX | airtel.in/business | __________ |
24x7 ON-CALL:
=============
| Week | Primary | Phone | Backup | Phone |
|------|---------|-------|--------|-------|
| Current | __________ | __________ | __________ | __________ |
| Next | __________ | __________ | __________ | __________ |
BRIDGE LINE:
============
War Room Bridge: +91-22-4960-8888
PIN: _______________
+-----------------------------------------------------------------+
J.2 Escalation Matrix
+-----------------------------------------------------------------+
| ESCALATION MATRIX |
+-----------------------------------------------------------------+
P1 - CRITICAL (Service outage >50 users):
=========================================
0 min Help Desk acknowledges
15 min Voice Engineering engaged
30 min Bridge call opened, stakeholders notified
1 hour TAC case opened (Severity 1)
2 hours IT Director notified
4 hours Executive escalation if unresolved
P2 - HIGH (Feature outage or >10 users):
========================================
0 min Help Desk acknowledges
30 min Voice Engineering engaged
1 hour Root cause analysis started
4 hours TAC case opened (Severity 2) if needed
8 hours Management update
P3 - MEDIUM (Single user, non-critical):
========================================
0 min Help Desk acknowledges
2 hours Initial troubleshooting
4 hours Voice Engineering if needed
24 hours Resolution target
P4 - LOW (Minor issue, workaround exists):
==========================================
0 min Help Desk acknowledges
4 hours Initial response
72 hours Resolution target
+-----------------------------------------------------------------+
Appendix Summary
| Appendix |
Pages |
Purpose |
| A |
3 |
Information Gathering Sheet |
| B |
2 |
Pre-Implementation Checklist |
| C |
8 |
Detailed Test Case Scenarios |
| D |
2 |
Performance Baseline Template |
| E |
2 |
Operational Readiness Review (ORR) |
| F |
2 |
Go/No-Go Decision Template |
| G |
2 |
Hypercare Runbook |
| H |
1 |
Handover Meeting Agenda |
| I |
1 |
India Compliance Audit Template |
| J |
1 |
Emergency Contacts & Escalation |
Total Appendices: 10
Estimated Pages: ~24 pages
Document References
| Reference |
Description |
| Chapter 4 |
Compliance requirements |
| Chapter 6 |
Implementation procedures |
| Chapter 7 |
Migration procedures |
| Chapter 8 |
Operations procedures |
| Previous Project |
Avaya to Webex CC Implementation Guide |
| Previous Project |
KidsWear Greenfield Provisioning Guide |
End of Appendices