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Feature Migration

2.5 Feature Design

2.5.1 Hunt Groups

Hunt Group Migration from CUCM:

Hunt Group Pilot Number Pattern Members Migration Strategy
HG-Mumbai-Reception +91-22-4960-0000 Circular 8 Migrate batch 2
HG-Mumbai-IT +91-22-4960-0001 Top Down 12 Migrate batch 1 (Pilot)
HG-Mumbai-HR +91-22-4960-0002 Circular 6 Migrate batch 2
HG-Mumbai-Finance +91-22-4960-0003 Longest Idle 8 Migrate batch 3
HG-Chennai-Reception +91-44-4960-0000 Circular 4 Migrate batch 4
HG-Bangalore-Reception +91-80-4960-0000 Circular 3 Migrate batch 4
HG-Delhi-Reception +91-11-4960-0000 Circular 3 Migrate batch 4
HG-London-Reception +44-20-4960-0000 Circular 4 Migrate batch 5
HG-London-Sales +44-20-4960-0001 Longest Idle 10 Migrate batch 5
HG-NJ-Reception +1-201-496-0000 Circular 4 Migrate batch 6
HG-NJ-Sales +1-201-496-0001 Longest Idle 8 Migrate batch 6
HG-Dallas-Reception +1-214-496-0000 Circular 3 Migrate batch 6

Webex Calling Hunt Group Configuration:

# Hunt Group Template - Mumbai Reception
hunt_group:
  name: "HG-Mumbai-Reception"
  location: "ABV-Mumbai-HQ"
  phone_number: "+91-22-4960-0000"
  extension: "8001"
  language: "en_IN"
  time_zone: "Asia/Kolkata"
  call_policies:
    policy: "CIRCULAR"          # Options: CIRCULAR, REGULAR (Top-Down), SIMULTANEOUS, UNIFORM (Longest Idle)
    ring_pattern: "NORMAL"
    forward_enabled: true
    forward_destination: "+91-22-4960-0001"  # Forward to IT Support if no answer
    forward_after_rings: 6
    wait_for_answer: true
    no_answer_number_of_rings: 4
    distinctive_ring: true
  agents:
    - extension: "1001"
      weight: null              # Not applicable for CIRCULAR
    - extension: "1002"
    - extension: "1003"
    - extension: "1004"

Critical: Hunt Group Migration Batching Rule

+-----------------------------------------------------------------------------+
|  [!]️ MIGRATION RULE: Hunt Group members MUST migrate together               |
|                                                                             |
|  All agents in a hunt group must move to Webex Calling in the same batch.  |
|  Split migration (some agents on CUCM, some on Webex) will break routing.  |
|                                                                             |
|  Pre-migration checklist:                                                  |
|  [ ] Identify all hunt group members                                         |
|  [ ] Assign all members to same migration batch                             |
|  [ ] Validate all member phones are MPP-capable                             |
|  [ ] Configure hunt group in Webex before member cutover                    |
+-----------------------------------------------------------------------------+

2.5.2 Auto Attendants

Auto Attendant Design:

Auto Attendant Location Main Number Hours Language
AA-Mumbai-Main Mumbai HQ +91-22-4960-0000 24/7 English/Hindi
AA-Chennai Chennai +91-44-4960-0000 Business English/Tamil
AA-London-Main London +44-20-4960-0000 Business English
AA-Frankfurt-Main Frankfurt +49-69-4960-0000 Business German/English
AA-NewJersey New Jersey +1-201-496-0000 Business English
AA-TollFree-India Mumbai 1800-266-1000 24/7 English/Hindi
AA-TollFree-UK London +44-800-096-1000 Business English
AA-TollFree-US New Jersey +1-800-096-1000 Business English

Sample Auto Attendant Menu (Mumbai Main):

+-----------------------------------------------------------------------------+
|              AA-MUMBAI-MAIN - IVR MENU STRUCTURE                             |
+-----------------------------------------------------------------------------+
|                                                                             |
|  GREETING: "Welcome to Abhavtech. Your call may be recorded for quality."  |
|                                                                             |
|  BUSINESS HOURS (9 AM - 6 PM IST):                                         |
|  =================================                                         |
|  "Press 1 for Sales"                    -> Transfer to HG-Mumbai-Sales      |
|  "Press 2 for Customer Support"         -> Transfer to Call Queue (Phase 2) |
|  "Press 3 for Human Resources"          -> Transfer to HG-Mumbai-HR         |
|  "Press 4 for Finance"                  -> Transfer to HG-Mumbai-Finance    |
|  "Press 5 for IT Support"               -> Transfer to HG-Mumbai-IT         |
|  "Press 0 for Reception"                -> Transfer to HG-Mumbai-Reception  |
|  "To dial by extension, press 9"        -> Extension dialing enabled        |
|  No input timeout (10 sec)              -> Transfer to Reception            |
|                                                                             |
|  AFTER HOURS (6 PM - 9 AM IST):                                            |
|  ==============================                                            |
|  "Thank you for calling Abhavtech. Our office is currently closed.         |
|   Office hours are Monday to Friday, 9 AM to 6 PM India Standard Time.    |
|   Please leave a message after the tone, or call back during business      |
|   hours. For emergencies, press 1 to reach our on-call support."          |
|                                                                             |
|  Press 1                                -> After-hours mobile (rotational) |
|  No input                               -> Voicemail (general mailbox)     |
|                                                                             |
|  HOLIDAY SCHEDULE:                                                         |
|  =================                                                         |
|  Indian national holidays               -> After-hours greeting            |
|  Configured in Control Hub schedules                                       |
|                                                                             |
+-----------------------------------------------------------------------------+

2.5.3 Virtual Lines (Shared Line Migration)

Shared Line to Virtual Line Migration:

Webex Calling uses Virtual Lines to replace CUCM shared lines. Virtual Lines are independently licensed line appearances that can be shared across multiple devices.

CUCM Shared Line Users Virtual Line Name Extension DID
Reception Mumbai 4 VL-Mumbai-Reception 8900 +91-22-4960-8900
Reception Chennai 2 VL-Chennai-Reception 8901 +91-44-4960-8901
Finance Hotline 3 VL-Finance-Hotline 8902 +91-22-4960-8902
Executive Admin 2 VL-Exec-Admin 8903 +91-22-4960-8903
CEO Assistant 2 VL-CEO-Assistant 8904 Internal only

Virtual Line Configuration:

# Virtual Line Template
virtual_line:
  name: "VL-Mumbai-Reception"
  location: "ABV-Mumbai-HQ"
  extension: "8900"
  phone_number: "+91-22-4960-8900"
  calling_line_id:
    first_name: "Reception"
    last_name: "Mumbai"
  announcement_language: "en_IN"
  devices:
    - type: "MPP"
      model: "Cisco 8865"
      mac: "AA:BB:CC:DD:EE:01"
      line_key_position: 2
    - type: "MPP"
      model: "Cisco 8865"
      mac: "AA:BB:CC:DD:EE:02"
      line_key_position: 2
    - type: "MPP"
      model: "Cisco 8845"
      mac: "AA:BB:CC:DD:EE:03"
      line_key_position: 2
    - type: "MPP"
      model: "Cisco 8845"
      mac: "AA:BB:CC:DD:EE:04"
      line_key_position: 2

2.5.4 Call Park & Pickup

Call Park Configuration:

Location Park Extensions Range Timeout Recall Destination
Mumbai HQ 10 #7810 - #7819 60 sec Original parker
Chennai 5 #7820 - #7824 60 sec Original parker
Bangalore 5 #7825 - #7829 60 sec Original parker
London 5 #7910 - #7914 60 sec Original parker
Frankfurt 5 #7920 - #7924 60 sec Original parker
New Jersey 5 #7930 - #7934 60 sec Original parker
Dallas 3 #7935 - #7937 60 sec Original parker

Call Pickup Groups:

Location Pickup Group Extensions Pickup Code
Mumbai - IT CPG-Mumbai-IT 1100-1120 *98
Mumbai - HR CPG-Mumbai-HR 1200-1220 *98
Mumbai - Finance CPG-Mumbai-Fin 1300-1330 *98
Mumbai - Sales CPG-Mumbai-Sales 1400-1450 *98
Chennai - All CPG-Chennai 2000-2300 *98
London - All CPG-London 4000-4400 *98