3.1 UCCX Current State Assessment
3.1.1 UCCX Cluster Architecture
ABHAVTECH UCCX CURRENT STATE - CLUSTER ARCHITECTURE
CUCM CLUSTER
(Integration Point)
CTI Manager Connection
UCCX PRIMARY <-> HA <-> UCCX SECONDARY
uccx-pub.abv.com (Failover) uccx-sub.abv.com
Version: 12.5(1)SU2 Version: 12.5(1)SU2
Agents: 175 Agents: 175 (HA)
Licenses: Premium Role: Hot Standby
Scripts: 9
CSQs: 6
INTEGRATIONS:
CUCM 14.0 CTI Integration (JTAPI)
Finesse Desktop 12.5 (175 agents)
Cisco MediaSense Recording (optional)
Internal CRM via Database Integration (ODBC)
Wallboard via CUIC Reporting
CAPACITY UTILIZATION:
Peak concurrent calls: 85 (of 150 voice agents)
Peak IVR ports: 40 (of 60 licensed)
Peak agent sessions: 160 (of 175 licensed)
Daily call volume: 3,500-4,200 calls
3.1.2 UCCX Agent Distribution by Site
ABHAVTECH UCCX AGENT DISTRIBUTION
SITE VOICE DIGITAL TOTAL TEAMS HOURS
Mumbai HQ 100 20 120 Sales-IN, Support 24x7
Billing, Tech
Chennai 25 5 30 Sales-IN, Support 9AM-9PM
London 15 0 15 Sales-EMEA,Support 9AM-6PM
New Jersey 10 0 10 Sales-US, Support 9AM-6PM
TOTAL 150 25 175
NOTES:
Mumbai is 24x7 operation (3 shifts)
Digital agents handle Email, Chat (not WhatsApp currently)
London/New Jersey share EMEA/US overflow to Mumbai after hours
Chennai provides Hindi/Tamil overflow support to Mumbai
ABHAVTECH UCCX CSQ INVENTORY
CSQ NAME TYPE AGENTS SL MAX Q ROUTING MODEL
Sales_India_CSQ Voice 45 30s 300s Longest Available
Sales_EMEA_CSQ Voice 12 30s 300s Longest Available
Sales_Americas_CSQ Voice 8 30s 300s Longest Available
Support_CSQ Voice 55 45s 600s Skill-Based
Billing_CSQ Voice 15 30s 300s Skill-Based
TechSupport_CSQ Voice 15 60s 900s Skill-Based
TOTAL VOICE 150
Email_CSQ Digital 15 4hrs 24hr Round Robin
Chat_CSQ Digital 10 30s 300s Longest Available
TOTAL DIGITAL 25
LEGEND:
SL = Service Level Target (time to answer)
Max Q = Maximum time in queue before overflow
OVERFLOW ROUTING:
Sales_EMEA_CSQ overflow Sales_India_CSQ (after hours)
Sales_Americas_CSQ overflow Sales_India_CSQ (after hours)
All queues ultimate overflow Voicemail after max queue time
3.1.4 UCCX Script Inventory (Detailed)
ABHAVTECH UCCX SCRIPT INVENTORY - DETAILED
SCRIPT NAME ENTRY POINT COMPLEXITY DEPENDENCIES
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
1. MainMenu_EN.aef
Entry Point: +91-22-4961-1000 (Mumbai Toll)
1800-266-1000 (India Toll-Free)
Description: Primary English IVR - Main Menu
Complexity: MEDIUM (4 menu levels, DB lookup)
Call Volume: ~2,500 calls/day
Dependencies: DB_Lookup (customer validation)
PromptLibrary_EN (42 prompts)
Business Hours: Route to queue per selection
After Hours: Route to AfterHours.aef
Flow Logic:
Welcome Language Select (EN/HI) Auth (optional)
Main Menu (Sales/Support/Billing/Tech) Queue
2. MainMenu_HI.aef
Entry Point: Same as MainMenu_EN (Hindi option selected)
Description: Hindi IVR - Main Menu (parallel to EN)
Complexity: MEDIUM (mirrors EN flow)
Call Volume: ~800 calls/day
Dependencies: PromptLibrary_HI (25 prompts)
Flow Logic: Same as EN, Hindi prompts
3. SalesQueue.aef
Entry Point: Internal (from MainMenu press 1)
Description: Sales queue treatment with EWT
Complexity: LOW (queue + announcements)
Dependencies: None (uses system EWT)
Flow Logic: Comfort Message EWT Hold Music Agent
4. SupportQueue.aef
Entry Point: Internal (from MainMenu press 2)
Description: Support queue with ticket lookup
Complexity: MEDIUM (ticket # input, DB lookup)
Dependencies: DB_Lookup (ticket status)
Flow Logic: Get Ticket# Lookup Read Status Queue
5. BillingQueue.aef
Entry Point: Internal (from MainMenu press 3)
Description: Billing queue with account balance
Complexity: MEDIUM (account lookup, balance read)
Dependencies: DB_Lookup (billing system)
Flow Logic: Get Account Validate Read Balance Queue
6. TechSupport.aef
Entry Point: Internal (from MainMenu press 4)
Description: Technical support with product selection
Complexity: MEDIUM (product menu, skill routing)
Dependencies: Skill routing (ProductA, ProductB, ProductC)
Flow Logic: Product Menu Skill Assignment Queue
7. AfterHours.aef
Entry Point: Internal (from MainMenu after hours)
Description: After hours treatment
Complexity: LOW (message + callback offer)
Dependencies: HolidayList (custom holiday calendar)
CallbackRequest (DB write)
Flow Logic: Closed Message Callback Offer Voicemail
8. Callback.aef
Entry Point: Internal (from queue overflow or after hours)
Description: Callback scheduling
Complexity: HIGH (time slot selection, DB write, outbound)
Dependencies: CallbackScheduler (outbound integration)
DB_Write (callback table)
Flow Logic: Get Callback# Time Slot Confirm Schedule
9. Survey.aef
Entry Point: Post-call (agent transfer)
Description: Post-call satisfaction survey
Complexity: MEDIUM (3 questions, DB write)
Dependencies: DB_Write (survey responses)
Flow Logic: Q1 (1-5) Q2 (1-5) Q3 (1-5) Thank End
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
SUMMARY:
Total Scripts: 9
HIGH Complexity: 1 (Callback)
MEDIUM Complexity: 6
LOW Complexity: 2
Total Prompts: 87 (EN: 62, HI: 25)
DB Integrations: 4 scripts require database connectivity
3.1.5 UCCX Skills Inventory
ABHAVTECH UCCX SKILLS INVENTORY
SKILL NAME TYPE VALUES AGENTS USED IN CSQ
Sales Boolean True/False 65 Sales_India/EMEA
Support Boolean True/False 55 Support_CSQ
Billing Boolean True/False 15 Billing_CSQ
TechnicalSupport Boolean True/False 15 TechSupport_CSQ
Hindi Boolean True/False 80 All (routing)
English Boolean True/False 175 All (required)
ProductA Boolean True/False 8 TechSupport_CSQ
ProductB Boolean True/False 7 TechSupport_CSQ
MIGRATION NOTES:
All skills will be recreated in WxCC
Add new skills: Tamil, German (EMEA), Region_APAC/EMEA/US
Convert Boolean to Proficiency where relevant
3.1.6 UCCX Reporting & Metrics (Baseline)
ABHAVTECH UCCX - CURRENT PERFORMANCE METRICS (BASELINE)
METRIC CURRENT TARGET (WxCC) IMPROVEMENT
Daily Call Volume 3,800 4,500+ AI handles
Service Level (30s) 72% 85% +13%
Average Handle Time (AHT) 7.5 min 5.5 min -2 min
First Call Resolution (FCR) 68% 82% +14%
Call Abandonment Rate 8.5% 4% -4.5%
Customer Satisfaction (CSAT) 3.8/5 4.3/5 +0.5
IVR Containment Rate 12% 35% +23% (AI)
Agent Occupancy 78% 72% Better WLB
Average Speed to Answer (ASA) 45 sec 25 sec -20 sec
NOTE: Target metrics assume Phase 2 completion with AI features enabled