Migration Execution¶
This chapter provides detailed runbooks and procedures for executing the cutover from CUCM/UCCX to Webex Calling/Contact Center, including pre-migration tasks, phased cutover, and validation testing.
Chapter Overview¶
Sections¶
7.1 Pre-Migration Tasks ->
Complete migration execution guide including pre-migration checklist, Webex Calling cutover runbook, Contact Center cutover procedures, and validation & testing protocols
7.2 Webex Calling Cutover ->
Hour-by-hour migration runbook, batch migration procedures, CUCM-Webex coexistence configuration, rollback procedures
7.3 Contact Center Cutover ->
UCCX to WxCC migration runbook, queue cutover procedures, agent onboarding, script validation
7.4 Validation & Testing ->
Post-migration testing checklist, call flow validation, feature testing, compliance verification, performance baseline
Migration Strategy¶
Phased Approach¶
Phase 1: CUCM -> Webex Calling (Current Focus) - Pilot: 50 users (Week 1) - Wave 1: 500 users (Week 2-3) - Wave 2: 1,000 users (Week 4-5) - Wave 3: 1,650 users (Week 6-8) - Total: 3,200 users over 8 weeks
Phase 2: UCCX -> WxCC (Future) - Contact center migration after Webex Calling stabilization - Deferred to Phase 2 (structure ready)
Migration Batches¶
| Batch | Sites | Users | Timeline | Validation |
|---|---|---|---|---|
| Pilot | Mumbai (selected users) | 50 | Week 1 | 1 week observation |
| Wave 1 | Mumbai, Chennai | 500 | Week 2-3 | 2 weeks stability |
| Wave 2 | Bangalore, Delhi, Noida | 1,000 | Week 4-5 | 2 weeks stability |
| Wave 3 | Remaining sites | 1,650 | Week 6-8 | Final validation |
Pre-Migration Checklist¶
1 Week Before Migration¶
Infrastructure: - [ ] All PSTN connectivity tested and validated - [ ] India LGW deployed and toll bypass compliance verified - [ ] Network QoS policies configured - [ ] Firewall rules implemented - [ ] DNS records created
Configuration: - [ ] Webex locations configured - [ ] User accounts provisioned - [ ] Dial plan validated - [ ] Hunt groups and call queues created - [ ] Voicemail policies configured
Communication: - [ ] Migration notices sent to affected users - [ ] Training sessions completed - [ ] Support team briefed - [ ] Rollback plan reviewed
1 Day Before Migration¶
Final Validation: - [ ] CUCM-Webex SIP trunk active and tested - [ ] Test calls completed (inbound/outbound/inter-site) - [ ] Emergency services tested - [ ] Rollback procedures validated - [ ] Support resources on standby
Cutover Day Runbook¶
T-4 Hours: Final Preparation¶
09:00 - 10:00: Pre-cutover checks - Verify SIP trunk health (CUCM <-> Webex) - Confirm PSTN connectivity - Test emergency services - Review rollback trigger criteria
10:00 - 11:00: Freeze configuration changes - Lock CUCM configuration - Document current call routing - Prepare rollback scripts
T-0 Hours: Cutover Execution¶
11:00 - 11:30: Migrate users to Webex - Bulk activate Webex Calling licenses - Update user calling profiles in Control Hub - Configure forwarding from CUCM to Webex (temporary)
11:30 - 12:00: Update call routing - Modify CUCM call routing for migrated extensions - Route calls via SIP trunk to Webex - Monitor call flow via CUCM RTMT
12:00 - 13:00: Validation - Test inbound calls to migrated users - Test outbound calls from migrated users - Verify inter-site calling (CUCM <-> Webex) - Check emergency services
T+1 Hours: Stabilization¶
13:00 - 14:00: Monitor and adjust - Review call detail records (CDR) - Check SIP trunk utilization - Address user issues via support queue - Document any anomalies
14:00 - 17:00: Extended monitoring - Continue user support - Monitor call quality metrics - Track incident volumes - Prepare end-of-day status report
T+24 Hours: Post-Migration Review¶
Next Day: - Review incident logs - Analyze call quality metrics - Gather user feedback - Decision: proceed to next batch or hold
Rollback Procedures¶
Rollback Triggers¶
Initiate rollback if: - >20% user-reported call failures - Emergency services unavailable - PSTN connectivity loss - Critical feature unavailable - Compliance violation (India toll bypass)
Rollback Steps (30-Minute Window)¶
- Revert call routing in CUCM (10 min)
- Restore original translation patterns
-
Remove Webex SIP trunk routing
-
Deactivate Webex licenses (10 min)
- Bulk deactivate in Control Hub
-
Prevent users from accessing Webex Calling
-
Validate CUCM operation (10 min)
- Test inbound/outbound calls
- Verify voicemail access
- Check hunt group functionality
Validation & Testing¶
Post-Migration Test Cases¶
Call Scenarios: - [ ] Internal extension-to-extension calling - [ ] Outbound PSTN calls (local, long distance, international) - [ ] Inbound PSTN calls - [ ] Inter-site calling (across Webex locations) - [ ] Emergency services (test numbers only) - [ ] Voicemail deposit and retrieval - [ ] Call forwarding and simultaneous ring - [ ] Hunt group and call queue functionality - [ ] Conference calling - [ ] Webex app desktop/mobile integration
Compliance Testing (India): - [ ] Calls from Mumbai office route via Mumbai LGW (Mumbai circle) - [ ] Calls from Chennai office route via Chennai LGW (Tamil Nadu circle) - [ ] Verify correct telecom circle egress via CDR analysis - [ ] Toll bypass compliance confirmed per DoT/TRAI
Performance Baseline: - [ ] Call setup time <3 seconds - [ ] One-way latency <150ms - [ ] Packet loss <1% - [ ] Jitter <30ms - [ ] MOS score >4.0
Support Structure¶
Migration Day Support¶
| Role | Responsibility | Contact |
|---|---|---|
| Migration Lead | Overall coordination | [Name] |
| PSTN Engineer | LGW/CCPP troubleshooting | [Name] |
| Network Engineer | QoS, firewall, DNS | [Name] |
| Helpdesk | User support (Tier 1) | [Ext] |
| Vendor TAC | Cisco/Webex escalations | [Case #] |
Escalation Path¶
Level 1: Helpdesk (15 min response)
Level 2: Migration Team (30 min response)
Level 3: Vendor TAC (1 hour response)
Level 4: Emergency Rollback Decision
Next Steps¶
After successful cutover:
- Review Operations & Day 2 for ongoing management
- Begin next migration wave (if validated)
- Update documentation with lessons learned
- Review Appendix I for detailed runbook templates
WxCC Migration Execution (Phase 2)¶
7.1 WxCC Prerequisites ->
Phase 1 dependency confirmation, prerequisites checklist, Go/No-Go gate criteria
7.2 WxCC Migration Timeline ->
Overall schedule, wave migration plan, detailed per-wave schedules (Chennai pilot, London/NJ, Mumbai HQ)
7.3 Agent Training Program ->
Training curriculum, schedule by wave, completion criteria, training materials
7.4 WxCC Cutover Runbook ->
Cutover team and roles, wave-by-wave runbooks (Chennai, Mumbai), entry point routing switch procedure, agent login verification
7.5 Rollback Procedures ->
Rollback decision framework, full and partial rollback procedures, post-rollback actions
7.6 Go-Live Validation ->
Go-live checklist, test scenario matrix, performance validation, sign-off procedure
7.7 Hypercare Period ->
Hypercare contacts, issue escalation matrix, daily status report template, exit criteria
7.8 UCCX Decommissioning ->
Decommission prerequisites, data archival, decommission procedure, post-decommission validation
7.9 Migration Quick Reference ->
Pre-cutover, cutover day, and post-cutover checklists; key contacts