Gap Analysis¶
1.2 Feature Utilization Analysis¶
1.2.1 CUCM Feature Usage Summary (Phase 1 Scope)¶
Note: This section covers enterprise user features migrating to Webex Calling in Phase 1. Contact center agent features (UCCX) are documented in Section 1.2.4 for Phase 2 planning.
High-Usage Features (>50% adoption) - Phase 1:
| Feature | CUCM Configuration | Users/Lines Using | Usage Level | Webex Calling Equivalent |
|---|---|---|---|---|
| Extension Mobility | EM Profiles | 850 users | High | Hot Desking |
| Single Number Reach | SNR Profiles | 420 profiles | High | Single Number Reach |
| Call Forward All | Per-line config | 2,800 lines | High | Call Forwarding |
| Call Forward Busy | Per-line config | 3,100 lines | High | Call Forwarding |
| Call Forward No Answer | Per-line config | 3,200 lines | High | Call Forwarding |
| Voicemail | Unity Integration | 3,200 users | High | Webex Voicemail |
| Call Park | Park Slots 1-50 | 180 users regularly | Medium-High | Call Park |
| BLF/Speed Dial | SD/BLF buttons | 2,100 phones | High | BLF/Speed Dial |
| Conference (Ad-hoc) | Built-in bridge | 1,800 users | High | Ad-hoc Conference |
| MRA (Remote Access) | Expressway C&E | 450 users | High | Built-in (cloud) |
Medium-Usage Features (20-50% adoption) - Phase 1:
| Feature | CUCM Configuration | Users/Lines Using | Usage Level | Webex Calling Equivalent |
|---|---|---|---|---|
| Hunt Groups (Enterprise) | 12 Hunt Pilots | 73 members | Medium | Hunt Groups |
| Call Pickup | 28 Pickup Groups | 520 users | Medium | Call Pickup Groups |
| Shared Lines | 85 shared appearances | 170 users | Medium | Virtual Lines |
| Intercom | 35 intercom lines | 70 users | Medium | Paging Group |
| Music on Hold | Custom MOH | All users | Medium | Custom MOH |
| Paging | 12 Paging Groups | 180 users | Medium | Paging Groups |
Low-Usage Features (<20% adoption) - Phase 1:
| Feature | CUCM Configuration | Users/Lines Using | Usage Level | Webex Calling Equivalent |
|---|---|---|---|---|
| MLPP | Not configured | 0 | Not Used | N/A |
| Video Calling (desk phones) | Limited | 30 users | Low | Webex Video |
| URI Dialing | Configured | 50 users | Low | SIP URI Dialing |
| Extension Mobility Cross Cluster | Not configured | 0 | Not Used | N/A |
1.2.2 Feature Migration Mapping (Phase 1)¶
+-----------------------------------------------------------------------------+
| CUCM TO WEBEX CALLING FEATURE MAPPING (PHASE 1) |
+-----------------------------------------------------------------------------+
| |
| CUCM FEATURE | WEBEX CALLING EQUIVALENT | MIGRATION NOTES |
| ========================================================================= |
| |
| DIRECT EQUIVALENTS (No Changes Required): |
| ----------------------------------------- |
| Call Forward All -> Call Forwarding | 1:1 mapping |
| Call Forward Busy -> Call Forwarding | 1:1 mapping |
| Call Forward No Answer -> Call Forwarding | 1:1 mapping |
| Do Not Disturb -> Do Not Disturb | 1:1 mapping |
| Call Waiting -> Call Waiting | 1:1 mapping |
| Caller ID Blocking -> Caller ID Blocking | 1:1 mapping |
| Three-Way Calling -> N-Way Conference | Enhanced |
| Call Transfer -> Call Transfer | 1:1 mapping |
| Call Hold -> Call Hold | 1:1 mapping |
| Last Number Redial -> Call History | Enhanced |
| |
| EQUIVALENT WITH DESIGN CHANGES: |
| ------------------------------- |
| Hunt Groups (Enterprise) -> Hunt Groups | Recreate config |
| Call Park -> Call Park | Different slots |
| Call Pickup -> Call Pickup Groups | Recreate groups |
| Shared Lines -> Virtual Lines | New concept |
| Speed Dial/BLF -> Speed Dial/BLF | Reconfigure |
| Extension Mobility -> Hot Desking | Enable on phone |
| Single Number Reach -> Single Number Reach | Reconfigure |
| Music on Hold -> Music on Hold | Upload audio |
| Voicemail (Unity) -> Webex Voicemail | Migrate msgs |
| |
| ENHANCED IN WEBEX CALLING: |
| -------------------------- |
| MRA (Expressway) -> Native Cloud Access | No VPN needed |
| IM&P -> Webex Messaging | Enhanced |
| Jabber -> Webex App | Enhanced UX |
| Basic Conferencing -> Webex Meetings | Full featured |
| |
| DIFFERENT ARCHITECTURE: |
| ----------------------- |
| CSS/Partitions -> Location-based routing | Simpler model |
| Route Patterns -> Dial Plans | Cloud-managed |
| Translation Patterns -> Not required | Handled by PSTN |
| Device Pools -> Locations | 1:many mapping |
| CM Groups -> Cloud HA | Auto-managed |
| |
+-----------------------------------------------------------------------------+
1.2.3 Feature Gap Analysis (Phase 1)¶
Features Not Available in Webex Calling (Gaps):
| CUCM Feature | Gap Description | Workaround/Alternative | Impact Level |
|---|---|---|---|
| Extension Mobility Cross-Cluster | Not supported | Use single Webex org | Low (not used) |
| MLPP (Precedence) | Not available | Not required by Abhavtech | None |
| Analog FXS Ports | No direct support | Use Webex Calling ATA | Medium |
| SCCP Phones | Must be replaced | Replace CP-3905 phones | Medium |
| Custom Softkeys | Limited customization | Use Webex defaults | Low |
| Device Mobility | Not same concept | Use Hot Desking | Low |
| Bulk Administration Tool (BAT) | CSV import different | Control Hub bulk tools | Low |
| Forced Authorization Codes | Different implementation | Use outbound rules | Low |
| Client Matter Codes | Limited availability | Use account codes | Low |
| Complex Translation Patterns | Simplified in cloud | Most not needed | Low |
Gap Resolution Matrix:
| Gap | Current Usage | Resolution | Migration Action |
|---|---|---|---|
| SCCP Phones (CP-3905) | 100 units | Replace with ATA or phones | Procure Cisco ATA 192 |
| DX80 Video Phones | 30 units | Replace | Procure Webex Desk Pro |
| Analog Fax Machines | 8 devices | Use Cisco ATA 192 | Procure 8x ATA |
| Conference Room Polycom | 4 units | Replace with Webex Room | Procure Room Kit Mini |
1.2.4 UCCX Feature Inventory (Phase 2 - Reference Only)¶
[!]️ PHASE 2 SCOPE: The following features are part of the UCCX contact center platform and will migrate to Webex Contact Center. This section documents the inventory for Phase 2 planning.
Contact Center Agent Features (UCCX -> Webex Contact Center):
| UCCX Feature | Current Usage | Agents Using | WxCC Equivalent | Phase 2 Notes |
|---|---|---|---|---|
| Finesse Agent Desktop | Primary interface | 165 agents | WxCC Agent Desktop | New UI training required |
| Ready/Not Ready States | 8 reason codes | All agents | WxCC Aux Codes | Recreate reason codes |
| Skills-Based Routing | 18 skills | All agents | WxCC Skills | Migrate skill definitions |
| Agent State Control | Real-time | All agents | WxCC State Control | Similar functionality |
| Wrap-Up Codes | 25 codes | All agents | WxCC Wrap-Up Codes | Migrate code list |
| Agent Call Logs | Finesse gadget | All agents | WxCC Call History | Enhanced in WxCC |
Contact Center Supervisor Features (UCCX -> Webex Contact Center):
| UCCX Feature | Current Config | Supervisors | WxCC Equivalent | Phase 2 Notes |
|---|---|---|---|---|
| Barge-In | Enabled | 12 | WxCC Supervisor Barge | Native feature |
| Silent Monitoring | Enabled | 12 | WxCC Supervisor Monitor | Native feature |
| Whisper Coaching | Enabled | 8 trainers | WxCC Whisper | Native feature |
| Real-Time Reports | Finesse gadgets | 12 | WxCC Supervisor Dashboard | New interface |
| Team Management | Finesse Team View | 12 | WxCC Team Management | Similar |
| Queue Statistics | Wallboard | All | WxCC Analyzer Real-time | Enhanced |
Contact Center Recording Features (UCCX -> Webex Contact Center):
| Feature | Current State | WxCC Equivalent | Migration Notes |
|---|---|---|---|
| Call Recording | UCCX BiB + NICE Engage | WxCC Recording | Cloud-native, included |
| Screen Recording | NICE Engage | WxCC Screen Recording | License required |
| Quality Management | NICE QM | WxCC QM | Evaluate vs continue NICE |
| Recording Export | FTP/API | WxCC Recording API | New API integration |
| Retention Policy | 90 days local | Cloud retention | Configure in Control Hub |
Contact Center Reporting (UCCX -> Webex Contact Center):
| Report Type | UCCX Source | WxCC Equivalent | Migration Notes |
|---|---|---|---|
| Historical Reports | CUIC | WxCC Analyzer | New reporting platform |
| Real-Time Reports | Finesse Gadgets | Analyzer Real-time | New dashboards |
| Agent Performance | CUIC stock reports | Analyzer Agent Reports | Similar metrics |
| Queue Statistics | CUIC stock reports | Analyzer Queue Reports | Similar metrics |
| Custom Reports | CUIC custom | Analyzer Custom | Rebuild custom reports |
| Scheduled Reports | CUIC scheduler | Analyzer Scheduler | Reconfigure schedules |
+-----------------------------------------------------------------------------+
| FEATURE MIGRATION SUMMARY BY PHASE |
+-----------------------------------------------------------------------------+
| |
| PHASE 1: CUCM -> WEBEX CALLING |
| ============================= |
| * Enterprise user features (3,200 users) |
| * Hunt groups for reception/departments (12 groups, 73 members) |
| * Voicemail migration (Unity -> Webex Voicemail) |
| * Softphone migration (Jabber -> Webex App) |
| * Phone firmware conversion (MPP) |
| * PSTN connectivity (LGW India, CCPP EMEA/Americas) |
| |
| PHASE 2: UCCX -> WEBEX CONTACT CENTER |
| ==================================== |
| * Contact center agents (165 agents) |
| * Contact Service Queues (10 CSQs -> WxCC Queues) |
| * IVR scripts (8 scripts -> Flow Designer flows) |
| * Supervisor features (barge, monitor, whisper) |
| * Call recording (WxCC native recording) |
| * Reporting (CUIC -> WxCC Analyzer) |
| * Agent desktop (Finesse -> WxCC Desktop) |
| * Skills-based routing (18 skills) |
| |
| [!]️ COEXISTENCE: During Phase 1, CC agents remain on CUCM. |
| CUCM-Webex SIP trunk enables interop until Phase 2 completes. |
| |
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