Contact Center Cutover¶

7.4 Feature Migration Procedures¶

Procedure: Migrate Hunt Group from CUCM to Webex

Step	Action	Notes
1	Reference CUCM hunt group export	hunt_groups.csv
2	Pre-requisite: All HG members migrated to Webex	Must complete first
3	Login to Control Hub	admin.webex.com
4	Navigate to Calling -> Features -> Hunt Group	HG management
5	Click "Create Hunt Group"	New HG
6	Enter Name	Match CUCM name
7	Select Location	Same as members
8	Enter Phone Number (DID)	CUCM hunt pilot DID
9	Enter Extension	CUCM hunt pilot ext
10	Set Caller ID Name	Display name
11	Set Call Distribution:
	- Circular (rotating)
	- Top Down (sequential)
	- Longest Idle
	- Simultaneous (ring all)	Match CUCM algorithm
12	Set Hunt Pattern options:
	- Forward after timeout	Voicemail or number
	- Timeout (seconds)	Match CUCM
13	Add Members:
	- Search by name/extension
	- Add in correct order	Match CUCM order
14	Click "Create"	HG active
15	Test: call hunt pilot number	Verify distribution

Reference: https://help.webex.com/article/nwtulzs (Hunt Groups)

Procedure: Migrate Call Pickup Group from CUCM to Webex

Step	Action	Notes
1	Reference CUCM pickup group export	pickup_groups.csv
2	Login to Control Hub	admin.webex.com
3	Navigate to Calling -> Features -> Call Pickup	Pickup management
4	Click "Create Call Pickup Group"	New group
5	Enter Group Name	Match CUCM name
6	Select Location	Same as members
7	Add Members:
	- Search users
	- Add all pickup group members	From CUCM list
8	Click "Create"	Group active
9	Test: Call member, have other member pickup	*98 or Pickup key

Reference: https://help.webex.com/article/nt4ect (Call Pickup)

Procedure: Configure Call Park in Webex

Step	Action	Notes
1	Navigate to Calling -> Features -> Call Park	Park configuration
2	Select Location	Site to configure
3	Configure Park Recall settings:
	- Recall timer (seconds)	Default 60
	- Recall destination	Original parker
4	Configure Park Extension Range:
	- Start: 7001	Or match CUCM
	- End: 7010	Size per site
5	Click "Save"	Park enabled
6	Test: Park call, retrieve from another phone	Dial park slot

Reference: https://help.webex.com/article/7f4c38 (Call Park)

Procedure: Configure Shared Line Appearance (SLA)

Step	Action	Notes
1	Reference CUCM shared line export	shared_lines.csv
2	Identify primary user for shared line	Owner
3	Login to Control Hub	admin.webex.com
4	Navigate to Calling -> Features -> Virtual Lines	Shared lines
5	Click "Create Virtual Line"	New shared line
6	Enter Display Name	"Sales Shared Line"
7	Select Location	Line's location
8	Enter Phone Number (DID)	Shared DID
9	Enter Extension	Shared extension
10	Configure Calling Settings:
	- Caller ID
	- Voicemail (if needed)
11	Click "Create"	Virtual line created
12	Assign to users' phones:
	- Navigate to each user's device
	- Add Virtual Line to line key
13	Test: Call shared line, verify all phones ring

Reference: https://help.webex.com/article/z5kt47 (Virtual Lines)

Procedure: Migrate Auto Attendant from CUCM

Step	Action	Notes
1	Reference CUCM AA configuration	aa_scripts.docx
2	Export greeting prompts from CUCM	WAV/MP3 files
3	Login to Control Hub	admin.webex.com
4	Navigate to Calling -> Features -> Auto Attendant	AA management
5	Click "Create Auto Attendant"	New AA
6	Enter Name	Match CUCM name
7	Select Location	AA's location
8	Enter Phone Number (DID)	Main number
9	Enter Extension	Pilot extension
10	Set Language	English (India)
11	Set Time Zone	IST
12	Configure Business Hours:
	- Set schedule	Mon-Fri 9AM-6PM
13	Configure Business Hours Menu:
	- Upload greeting prompt	WAV file
	- Configure key options	Per CUCM menu
	- Set timeout action
14	Configure After Hours Menu:
	- Upload after-hours greeting
	- Configure key options
15	Click "Create"	AA active
16	Test all menu options	Verify routing

Menu Option Configuration:

Reference: https://help.webex.com/article/nuwylhx (Auto Attendants)