Migration Strategy¶
1.3 Migration Dependency Analysis¶
1.3.1 Hunt Group Dependencies¶
Note: This section distinguishes between CUCM Hunt Groups (enterprise users - Phase 1) and UCCX Contact Service Queues (contact center - Phase 2). Both are documented here for complete dependency mapping.
CUCM Hunt Groups (Phase 1 - Webex Calling):
These are enterprise hunt groups for non-contact center use cases (reception, departmental coverage).
| Hunt Pilot | Hunt Pilot DN | Members | Type | Location | Migration Target |
|---|---|---|---|---|---|
| HG_Mumbai_Reception | +91-22-4960-0000 | 8 | Circular | Mumbai | Webex Calling Hunt Group |
| HG_Mumbai_IT_Support | +91-22-4960-0001 | 12 | Top Down | Mumbai | Webex Calling Hunt Group |
| HG_Mumbai_HR | +91-22-4960-0002 | 6 | Circular | Mumbai | Webex Calling Hunt Group |
| HG_Mumbai_Finance | +91-22-4960-0003 | 8 | Longest Idle | Mumbai | Webex Calling Hunt Group |
| HG_Chennai_Reception | +91-44-4960-0000 | 4 | Circular | Chennai | Webex Calling Hunt Group |
| HG_Bangalore_Reception | +91-80-4960-0000 | 3 | Circular | Bangalore | Webex Calling Hunt Group |
| HG_Delhi_Reception | +91-11-4960-0000 | 3 | Circular | Delhi | Webex Calling Hunt Group |
| HG_London_Reception | +44-20-4960-0000 | 4 | Circular | London | Webex Calling Hunt Group |
| HG_London_Sales | +44-20-4960-0001 | 10 | Longest Idle | London | Webex Calling Hunt Group |
| HG_NJ_Reception | +1-201-496-0000 | 4 | Circular | New Jersey | Webex Calling Hunt Group |
| HG_NJ_Sales | +1-201-496-0001 | 8 | Longest Idle | New Jersey | Webex Calling Hunt Group |
| HG_Dallas_Reception | +1-214-496-0000 | 3 | Circular | Dallas | Webex Calling Hunt Group |
CUCM Hunt Group Migration Batching Strategy:
+-----------------------------------------------------------------------------+
| HUNT GROUP MIGRATION DEPENDENCY MAP (PHASE 1) |
+-----------------------------------------------------------------------------+
| |
| RULE: All hunt group members must migrate in the SAME batch |
| |
| Batch 1 (Pilot - 50 users): |
| +- IT Department (Mumbai) - 25 users |
| | +- HG_Mumbai_IT_Support (12 members) <- ALL members in this batch |
| +- Non-hunt group IT users - 13 users |
| |
| Batch 2 (Mumbai Wave 1 - 200 users): |
| +- Reception Team - 8 users |
| | +- HG_Mumbai_Reception (8 members) <- ALL members in this batch |
| +- HR Department - 45 users |
| | +- HG_Mumbai_HR (6 members) <- ALL members in this batch |
| +- Non-hunt group users - 147 users |
| |
| Batch 3 (Mumbai Wave 2 - 200 users): |
| +- Finance Department - 55 users |
| | +- HG_Mumbai_Finance (8 members) <- ALL members in this batch |
| +- Non-hunt group users - 145 users |
| |
| [!]️ CONSTRAINT: Cannot split hunt group members across batches |
| |
+-----------------------------------------------------------------------------+
1.3.2 Contact Center Dependencies (Phase 2 - Reference Only)¶
[!]️ PHASE 2 SCOPE: The following UCCX Contact Service Queues (CSQs) and agent configurations will be migrated to Webex Contact Center as part of the UCCX migration phase. This section documents dependencies for Phase 2 planning.
UCCX Contact Service Queues (CSQs) -> Webex Contact Center Queues:
| CSQ Name | Pilot DN | Agents | Skills | Routing Type | WxCC Migration Target |
|---|---|---|---|---|---|
| CSQ_Sales_India | +91-22-4960-1000 | 45 | Sales_EN, Sales_HI | Skills-based | WxCC Queue: Sales_India |
| CSQ_Sales_UK | +44-20-4960-1000 | 12 | Sales_EN | Skills-based | WxCC Queue: Sales_UK |
| CSQ_Sales_US | +1-201-496-1000 | 8 | Sales_EN | Skills-based | WxCC Queue: Sales_US |
| CSQ_Support_L1 | +91-22-4960-2000 | 35 | Support_L1, EN, HI | Skills-based | WxCC Queue: Support_L1 |
| CSQ_Support_L2 | +91-22-4960-2001 | 18 | Support_L2, EN | Skills-based | WxCC Queue: Support_L2 |
| CSQ_Support_Chennai | +91-44-4960-2000 | 25 | Support_L1, Tamil | Skills-based | WxCC Queue: Support_Chennai |
| CSQ_Billing | +91-22-4960-3000 | 15 | Billing, EN, HI | Longest Available | WxCC Queue: Billing |
| CSQ_Toll_Free_India | 1800-266-1000 | 40 | All Skills | Skills-based | WxCC Queue: TollFree_India |
| CSQ_Toll_Free_UK | +44-800-096-1000 | 10 | Sales_EN, Support | Skills-based | WxCC Queue: TollFree_UK |
| CSQ_Toll_Free_US | +1-800-096-1000 | 8 | Sales_EN, Support | Skills-based | WxCC Queue: TollFree_US |
UCCX Agent Inventory (Phase 2):
| Site | Voice Agents | Digital Agents | Supervisors | Teams | Skills |
|---|---|---|---|---|---|
| Mumbai | 95 | 15 | 8 | 6 | 12 |
| Chennai | 25 | 5 | 2 | 2 | 6 |
| London | 12 | 3 | 1 | 1 | 4 |
| New Jersey | 8 | 2 | 1 | 1 | 4 |
| Total | 140 | 25 | 12 | 10 | 18 |
UCCX IVR Scripts -> Webex Contact Center Flow Designer (Phase 2):
| Script Name | Type | Prompts | Steps | Complexity | Flow Designer Migration |
|---|---|---|---|---|---|
| Main_Menu_EN.aef | Voice | 8 | 24 | Medium | Flow: Main_Menu_English |
| Main_Menu_HI.aef | Voice | 8 | 24 | Medium | Flow: Main_Menu_Hindi |
| Sales_Routing.aef | Voice | 4 | 18 | Medium | Flow: Sales_Router |
| Support_Routing.aef | Voice | 6 | 32 | High | Flow: Support_Router |
| Callback_Request.aef | Voice | 3 | 15 | Low | Flow: Callback_Handler |
| After_Hours.aef | Voice | 2 | 8 | Low | Flow: After_Hours |
| Holiday_Greeting.aef | Voice | 1 | 4 | Low | Flow: Holiday_Message |
| Survey_Post_Call.aef | Voice | 5 | 12 | Medium | Auto CSAT (AI feature) |
Contact Center Feature Dependencies (Phase 2):
| UCCX Feature | Current Config | WxCC Equivalent | Migration Notes |
|---|---|---|---|
| Finesse Desktop | v12.5 | Webex Contact Center Agent Desktop | New UI, retrain agents |
| Skills-Based Routing | 18 skills configured | WxCC Skills | Recreate skill definitions |
| Supervisor Barge | Enabled | WxCC Supervisor Barge | Native feature |
| Supervisor Monitor | Enabled | WxCC Supervisor Monitor | Native feature |
| Whisper Coaching | Enabled | WxCC Whisper | Native feature |
| Call Recording | UCCX BiB + NICE | WxCC Recording | Cloud-native recording |
| Historical Reports | CUIC | WxCC Analyzer | New reporting platform |
| Real-time Reports | Finesse Gadgets | WxCC Supervisor Dashboard | New dashboard |
| Workforce Management | NICE IEX (external) | WxCC WFM or continue NICE | Evaluate options |
| Outbound Dialer | UCCX Outbound | WxCC Campaign Manager | License required |
Contact Center Integration Dependencies (Phase 2):
| Integration | Current State | WxCC Migration | Priority |
|---|---|---|---|
| Salesforce CTI | Jabber + Finesse | Webex CC for Salesforce | P1 |
| CRM Screen Pop | Custom Finesse gadget | WxCC Desktop Connector | P1 |
| IVR Database Lookup | UCCX DB steps | Flow Designer HTTP nodes | P2 |
| Recording Export | NICE Engage | WxCC Recording API | P2 |
| WFM Integration | NICE IEX API | WxCC WFM API | P2 |
| Quality Management | NICE QM | WxCC QM or continue NICE | P3 |
+-----------------------------------------------------------------------------+
| CONTACT CENTER MIGRATION DEPENDENCY SUMMARY (PHASE 2) |
+-----------------------------------------------------------------------------+
| |
| +---------------------------------------------------------------------+ |
| | PHASE 2 SCOPE - UCCX -> WEBEX CONTACT CENTER | |
| | =============================================================== | |
| | | |
| | AGENTS: 165 total (140 voice + 25 digital) | |
| | SUPERVISORS: 12 | |
| | QUEUES: 10 CSQs -> 10 WxCC Queues | |
| | IVR SCRIPTS: 8 UCCX scripts -> 8 Flow Designer flows | |
| | SKILLS: 18 skill definitions | |
| | INTEGRATIONS: 6 (Salesforce, CRM, Recording, WFM, etc.) | |
| | | |
| | DOCUMENTATION: Chapter 3 (Design), Chapter 7.3 (Cutover) | |
| | STATUS: Structure ready, content deferred to Phase 2 | |
| | | |
| +---------------------------------------------------------------------+ |
| |
| [!]️ PHASE 1 DEPENDENCY: |
| Contact Center agents must remain on CUCM until Phase 2 cutover. |
| Webex Calling coexistence trunks will route CC calls during Phase 1. |
| |
+-----------------------------------------------------------------------------+
1.3.3 Shared Line Dependencies¶
Shared Line Inventory:
| Primary User | Primary Extension | Shared With | Use Case | Migration Approach |
|---|---|---|---|---|
| CEO (Rajan Sharma) | 6001 | EA (Priya Patel) | Executive Assistant | Virtual Line |
| CFO (Amit Kapoor) | 6002 | EA (Sana Khan) | Executive Assistant | Virtual Line |
| CTO (Vikram Mehta) | 6003 | EA (Priya Patel) | Executive Assistant | Virtual Line |
| COO (Lakshmi Iyer) | 6004 | EA (Deepa Nair) | Executive Assistant | Virtual Line |
| Reception Main | 6100 | 8 reception phones | Coverage | Virtual Line |
| London MD (James Wilson) | 7001 | EA (Emma Thompson) | Executive Assistant | Virtual Line |
| US VP Sales (Michael Chen) | 8001 | EA (Jennifer Lopez) | Executive Assistant | Virtual Line |
Shared Line Migration Rules:
+-----------------------------------------------------------------------------+
| SHARED LINE -> VIRTUAL LINE MIGRATION |
+-----------------------------------------------------------------------------+
| |
| CUCM SHARED LINE CONCEPT: |
| +-------------+ +-------------+ |
| | Phone A | | Phone B | |
| | Line 1: | | Line 1: | |
| | Ext 6001 |---->| Ext 6001 | <- Same DN, shared appearance |
| | (Primary) | | (Shared) | |
| +-------------+ +-------------+ |
| |
| WEBEX CALLING VIRTUAL LINE CONCEPT: |
| +-------------+ +-----------------------------------------+ |
| | User A | | Virtual Line (Ext 6001) | |
| | Primary |---->| +- Primary: User A | |
| | Owner | | +- Shared: User B (EA) | |
| +-------------+ +-----------------------------------------+ |
| |
| MIGRATION STEPS: |
| 1. Create Virtual Line in Control Hub |
| 2. Assign primary user as owner |
| 3. Add shared appearance to assistant/secondary users |
| 4. Configure on devices (phones and Webex App) |
| |
| [!]️ CONSTRAINT: Primary user and all shared users must migrate together |
| |
+-----------------------------------------------------------------------------+
1.3.4 Integration Dependencies¶
Note: Integrations are categorized by migration phase. Phase 1 (Webex Calling) integrations migrate with enterprise users. Phase 2 (Webex Contact Center) integrations migrate with the contact center cutover.
Phase 1 Integrations (Enterprise - Webex Calling):
| Integration | Type | System | Protocol | Webex Solution | Priority |
|---|---|---|---|---|---|
| Active Directory | User Sync | AD DS | LDAP/S | Webex Directory Connector | P1 - Pre-migration |
| Microsoft Exchange | Calendar | Exchange 2019 | EWS | Hybrid Calendar Service | P1 - Pre-migration |
| Salesforce (Click-to-Dial) | CRM | Salesforce | REST | Webex for Salesforce | P2 - Batch 1 |
| ServiceNow | ITSM | ServiceNow | REST API | Webex for ServiceNow | P3 - Post-migration |
| Door Entry | Intercom | 2N Helios | SIP | SIP Trunk to LGW | P3 - Site-by-site |
| Paging System | Overhead | Valcom | Multicast | Webex Paging Service | P3 - Site-by-site |
| Emergency Notification | E911 | RedSky E911 | SIP/API | Webex E911 (RedSky) | P1 - Pre-migration |
| Billing/CDR Export | Reporting | SAP | FTP/CSV | Webex Analytics API | P4 - Post-migration |
Phase 2 Integrations (Contact Center - Webex CC):
| Integration | Type | System | Protocol | WxCC Solution | Priority |
|---|---|---|---|---|---|
| Salesforce CTI (Agent) | CRM Screen Pop | Salesforce | CTI | Webex CC for Salesforce | P1 - CC Cutover |
| CRM Screen Pop | Custom Gadget | Internal CRM | REST | WxCC Desktop Connector | P1 - CC Cutover |
| Call Recording | Compliance | NICE Engage | SIPREC | WxCC Native Recording | P1 - CC Cutover |
| Workforce Management | Scheduling | NICE IEX | API | WxCC WFM or NICE API | P2 - Post-cutover |
| Quality Management | QA Scoring | NICE QM | API | WxCC QM or continue NICE | P3 - Evaluate |
| IVR Database Lookup | Customer Data | Oracle DB | JDBC | Flow Designer HTTP | P1 - CC Cutover |
| Outbound Dialer | Campaigns | UCCX Outbound | Internal | WxCC Campaign Manager | P2 - Post-cutover |
| Reporting Export | Analytics | CUIC | SQL/API | WxCC Analyzer API | P2 - Post-cutover |
Integration Migration Timeline:
+-----------------------------------------------------------------------------+
| INTEGRATION MIGRATION TIMELINE |
+-----------------------------------------------------------------------------+
| |
| PRE-MIGRATION (Before Phase 1 Batch 1): |
| ======================================== |
| OK Active Directory -> Webex Directory Connector |
| OK Emergency (E911) -> Webex E911 service |
| OK Exchange Calendar -> Hybrid Calendar Service |
| |
| PHASE 1 (CUCM -> Webex Calling): |
| =============================== |
| Batch 1: Salesforce Click-to-Dial (enterprise users) |
| Batch 3: ServiceNow integration |
| Site-by-site: Door entry, Paging systems |
| Post-migration: CDR/Billing export |
| |
| PHASE 2 (UCCX -> Webex Contact Center): |
| ====================================== |
| CC Cutover Weekend: |
| * Salesforce CTI (agent screen pop) |
| * CRM Desktop Connector |
| * Call Recording (WxCC native) |
| * IVR Database lookups (Flow Designer) |
| Post-Cutover: |
| * WFM integration (NICE or WxCC native) |
| * Quality Management |
| * Reporting/Analytics export |
| * Outbound Campaign Manager |
| |
| [!]️ NOTE: Salesforce has TWO integrations: |
| 1. Click-to-dial for enterprise users (Phase 1) |
| 2. CTI screen pop for CC agents (Phase 2) |
| |
+-----------------------------------------------------------------------------+
Integration Architecture - Coexistence Period:
+-----------------------------------------------------------------------------+
| INTEGRATION ARCHITECTURE DURING COEXISTENCE |
+-----------------------------------------------------------------------------+
| |
| +-------------------------------------+ |
| | ACTIVE DIRECTORY | |
| | (Single Source) | |
| +---------------+---------------------+ |
| | |
| +---------------+---------------+ |
| | | |
| v v |
| +-------------------------+ +-------------------------+ |
| | CUCM/UCCX | | WEBEX CLOUD | |
| | (Contact Center) | | (Enterprise Users) | |
| | ----------------- | | ----------------- | |
| | LDAP Sync | | Directory Connector | |
| | Finesse/Jabber | | Webex App | |
| | UCCX Recording | | Webex Recording | |
| | CUIC Reporting | | Webex Analytics | |
| +----------+--------------+ +----------+--------------+ |
| | | |
| | +-------------+ | |
| +----->| SIP Trunk |<---------+ |
| | (Interop) | |
| +-------------+ |
| |
| COEXISTENCE INTEGRATION RULES: |
| ============================== |
| * AD syncs to BOTH platforms during migration |
| * Enterprise users use Webex integrations |
| * CC agents continue using UCCX/Finesse integrations |
| * SIP trunk enables calls between platforms |
| * Recording remains on respective platforms |
| |
+-----------------------------------------------------------------------------+