Requirements Definition

1.6 Business Requirements & Success Criteria

1.6.1 Functional Requirements

Must-Have Requirements (MoSCoW - Must):

ID	Requirement	Current State	Webex Solution	Validation Method
FR-001	Make/receive PSTN calls globally	CUCM + CUBE	Webex Calling + LGW/CCPP	Test call matrix
FR-002	Voicemail with message waiting	Unity Connection	Webex Voicemail	MWI light, portal access
FR-003	Call forwarding (all/busy/no answer)	CUCM line settings	Webex user settings	Functional test
FR-004	Hunt groups for reception	CUCM hunt pilots	Webex Hunt Groups	Call distribution test
FR-005	Shared line for executives	CUCM shared lines	Virtual Lines	Line appearance test
FR-006	Remote access without VPN	Expressway MRA	Native cloud access	Off-network test
FR-007	Single Number Reach	CUCM SNR	Webex SNR	Mobile ring test
FR-008	BLF/Speed dial	CUCM BLF	Webex BLF	LED status test
FR-009	India PSTN compliance	CUBE + Tata/Airtel	LGW per circle + Zone	Toll bypass validation
FR-010	UK/EU data residency	N/A (on-prem)	UK/EU Webex DCs	Compliance audit

Should-Have Requirements (MoSCoW - Should):

ID	Requirement	Current State	Webex Solution	Validation Method
FR-011	Hot desking	Extension Mobility	Webex Hot Desking	Login/logout test
FR-012	Call park/pickup	CUCM call park	Webex Call Park	Park/retrieve test
FR-013	Directory integration	AD LDAP	Directory Connector	User sync verification
FR-014	CRM integration	Jabber CTI	Webex for Salesforce	Click-to-dial test
FR-015	Calendar integration	Exchange EWS	Hybrid Calendar	Presence/booking test
FR-016	HD voice quality	G.711/G.722	Opus codec	MOS score measurement

Could-Have Requirements (MoSCoW - Could):

ID	Requirement	Current State	Webex Solution	Priority
FR-017	Video calling from desk phones	Limited (8865)	8845/8865 video	Low
FR-018	Custom hold music	Per-partition	Per-location	Low
FR-019	Paging groups	Cisco Paging	Webex Paging	Medium
FR-020	Door entry integration	SIP intercom	LGW SIP	Low

1.6.2 Non-Functional Requirements

Performance Requirements:

ID	Requirement	Target	Measurement	Threshold
NFR-001	Call setup time	<3 seconds	Time to ringback	Critical if >5s
NFR-002	Audio quality (MOS)	>4.0	Webex Analytics	Critical if <3.5
NFR-003	Packet loss	<1%	Network monitoring	Critical if >3%
NFR-004	Jitter	<30ms	Network monitoring	Critical if >50ms
NFR-005	One-way latency	<150ms	Network monitoring	Critical if >250ms
NFR-006	System availability	99.99%	Webex Status	Critical if <99.9%

Security Requirements:

ID	Requirement	Implementation	Validation
NFR-007	Signaling encryption	TLS 1.2+ mandatory	Certificate check
NFR-008	Media encryption	SRTP (AES-256)	Wireshark capture
NFR-009	User authentication	SSO via Okta	Login flow test
NFR-010	Admin access control	RBAC in Control Hub	Permission audit
NFR-011	Audit logging	Control Hub audit logs	Log review
NFR-012	Data residency compliance	Regional DC assignment	Compliance report

Availability Requirements:

ID	Requirement	Target	Design Approach
NFR-013	Platform uptime	99.99%	Webex cloud SLA
NFR-014	PSTN failover	RTO <5 min	Dual LGW (India), CCPP redundancy
NFR-015	Survivability	Local calling during WAN outage	Survivable Gateway (future)
NFR-016	Disaster recovery	RPO 0, RTO 1hr	Cloud-native DR

1.6.3 Success Metrics

Migration Success KPIs:

KPI	Metric	Target	Measurement Method
User Adoption	Active users / Total migrated	>95% within 30 days	Control Hub Analytics
Call Quality	Average MOS score	>4.0	Webex Analytics
PSTN Reliability	Successful PSTN calls	>99.5%	Call Detail Records
Help Desk Tickets	Voice-related tickets	<20 per week (steady state)	ServiceNow reports
User Satisfaction	Survey score	>4.0/5.0	Post-migration survey
Feature Parity	Features delivered	100% must-have	Validation checklist
Compliance	Audit findings	0 critical	Compliance audit

Rollback Triggers:

Trigger	Threshold	Action
Call failure rate	>5% for 30+ minutes	Initiate rollback
Audio quality	MOS <3.0 for 50%+ users	Escalate, potential rollback
PSTN outage	Total PSTN failure >15 min	Rollback affected batch
User-reported issues	>20% batch reporting problems	Pause, assess, potential rollback
Compliance violation	Any India toll bypass failure	Immediate rollback, investigate

Success Acceptance Criteria:

+-----------------------------------------------------------------------------+
|              MIGRATION SUCCESS ACCEPTANCE CRITERIA                          |
+-----------------------------------------------------------------------------+
|                                                                             |
|  BATCH SIGN-OFF CRITERIA (Required for each migration batch):              |
|  ===========================================================               |
|  [ ] All users can make/receive internal calls                               |
|  [ ] All users can make/receive PSTN calls                                   |
|  [ ] Voicemail accessible and functional                                     |
|  [ ] Call forwarding settings preserved                                      |
|  [ ] BLF/Speed dials functional                                              |
|  [ ] Hunt groups distributing calls correctly                                |
|  [ ] Call quality MOS >4.0 average                                           |
|  [ ] No open P1/P2 incidents                                                 |
|  [ ] User training completed                                                 |
|                                                                             |
|  PHASE SIGN-OFF CRITERIA (Required for phase completion):                  |
|  ========================================================                  |
|  [ ] All batch criteria met for all batches in phase                        |
|  [ ] 72-hour stability period with no major incidents                       |
|  [ ] Help desk ticket volume normalized (<20/week)                          |
|  [ ] User satisfaction survey >4.0/5.0                                      |
|  [ ] Compliance validation passed (India toll bypass, GDPR)                 |
|                                                                             |
|  PROJECT COMPLETION CRITERIA:                                              |
|  ===========================                                               |
|  [ ] 100% users migrated                                                     |
|  [ ] CUCM decommissioning plan approved                                      |
|  [ ] Documentation handoff completed                                         |
|  [ ] Operations team trained and certified                                   |
|  [ ] All integrations functional                                             |
|  [ ] Executive sign-off received                                             |
|                                                                             |
+-----------------------------------------------------------------------------+

---