7.4 WxCC Cutover Runbook¶
7.4.1 Cutover Overview¶
WXCC CUTOVER - HIGH-LEVEL APPROACH
CUTOVER TYPE: Weekend Big-Bang (per wave)
WHY WEEKEND:
Lowest call volume period
Maximum time for issue resolution
Minimal customer impact
Staff availability for extended hours
WHY BIG-BANG (NOT PARALLEL):
UCCX depends on CUCM CTI - no parallel possible after Phase 1
Single Entry Point cannot route to both UCCX and WxCC simultaneously
Clean cutover reduces complexity
CUTOVER SEQUENCE:
FREEZE - SWITCH - VERIFY - GO LIVE
UCCX ROUTING WXCC
T-0 T+30 min T+60 min T+120 min
DURATION: ~3 hours (cutover) + 48 hours (stabilization)
7.4.2 Cutover Team & Roles¶
| Role | Name | Responsibilities | Contact |
|---|---|---|---|
| Cutover Manager | [PM Name] | Overall coordination, Go/No-Go decisions | +91-XXXXX |
| Voice Engineering Lead | [Eng Name] | Routing changes, Entry Points, Flows | +91-XXXXX |
| WxCC Admin | [Admin Name] | Control Hub configuration, agent activation | +91-XXXXX |
| CC Operations Manager | [Ops Name] | Agent coordination, business validation | +91-XXXXX |
| Network Engineer | [Net Name] | DNS changes, connectivity issues | +91-XXXXX |
| QA Lead | [QA Name] | Test execution, defect logging | +91-XXXXX |
| Help Desk Lead | [HD Name] | Agent support, issue triage | +91-XXXXX |
| Vendor TAC | Cisco TAC | Escalation support | TAC Case # |
7.4.3 Wave 1 Cutover Runbook (Chennai)¶
WAVE 1 CUTOVER RUNBOOK - CHENNAI
DATE: [Week 5 Friday]
START TIME: 6:00 PM IST
END TIME: 9:00 PM IST (Go-Live ready)
TIME TASK OWNER STATUS
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
PRE-CUTOVER (4:00 PM - 6:00 PM)
4:00 PM Go/No-Go call Cutover Mgr -
4:30 PM Notify Chennai agents - logout CC Ops -
5:00 PM Verify all Chennai agents logged CC Ops -
out of UCCX Finesse
5:30 PM Final UCCX backup Voice Eng -
5:45 PM Notify help desk - cutover start Cutover Mgr -
CUTOVER EXECUTION (6:00 PM - 7:30 PM)
6:00 PM *** CUTOVER START *** Cutover Mgr -
6:00 PM Disable Chennai agents in UCCX Voice Eng -
(make agents unavailable)
6:15 PM Update Entry Point routing: WxCC Admin -
- Enable WxCC India_Main flow
- Chennai queues active
6:30 PM Verify WxCC Entry Points active Voice Eng -
Control Hub CC Entry Points
6:45 PM Chennai agents login to WxCC CC Ops -
Agent Desktop
7:00 PM Verify 30 agents showing WxCC Admin -
"Available" in WxCC
7:15 PM Recording validation (test call) Voice Eng -
7:30 PM *** CUTOVER COMPLETE *** Cutover Mgr -
VALIDATION (7:30 PM - 9:00 PM)
7:30 PM Execute test scenarios: QA Lead
- TC-01: India TF Sales queue -
- TC-02: Hindi language selection -
- TC-09: Virtual Agent "Abhi" -
- TC-13: Agent hold/resume -
- TC-14: Blind transfer -
- TC-17: Web chat (if applicable) -
8:30 PM Test results review QA Lead -
8:45 PM Issue resolution (if needed) Voice Eng -
9:00 PM Go-Live confirmation Cutover Mgr -
GO-LIVE (Saturday 9:00 AM IST)
9:00 AM Chennai operations start on WxCC CC Ops -
9:00 AM Enhanced monitoring begins Voice Eng -
Ongoing Issue tracking & resolution All -
7.4.4 Wave 3 Cutover Runbook (Mumbai - 24x7)¶
WAVE 3 CUTOVER RUNBOOK - MUMBAI HQ (24x7)
DATE: [Week 10 Saturday]
START TIME: 12:01 AM IST (Saturday, lowest volume)
END TIME: 6:00 AM IST (Day shift start)
SPECIAL CONSIDERATIONS:
Mumbai operates 24x7 - cutover during lowest volume (midnight)
Night shift (20 agents) handles calls during cutover
All 120 agents transition by 6:00 AM day shift start
Supervisor on-site throughout cutover
TIME TASK OWNER STATUS
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
PRE-CUTOVER (10:00 PM - 12:00 AM)
10:00 PM Go/No-Go call (final) Cutover Mgr -
10:30 PM Night shift briefing CC Ops -
11:00 PM Verify Wave 1+2 stable Voice Eng -
11:30 PM Final UCCX Mumbai backup Voice Eng -
11:45 PM All teams on standby Cutover Mgr -
CUTOVER EXECUTION (12:01 AM - 2:00 AM)
12:01 AM *** CUTOVER START *** Cutover Mgr -
12:01 AM Disable Mumbai agents in UCCX Voice Eng -
12:15 AM Update India Entry Point routing WxCC Admin -
- All India flows now to WxCC
12:30 AM Night shift (20) login to WxCC CC Ops -
12:45 AM Verify agents "Available" in WxCC WxCC Admin -
1:00 AM First live customer calls CC Ops -
1:30 AM Recording validation Voice Eng -
2:00 AM *** NIGHT SHIFT OPERATIONAL *** Cutover Mgr -
VALIDATION & MONITORING (2:00 AM - 6:00 AM)
2:00 AM Execute full test matrix QA Lead -
3:00 AM Test results review QA Lead -
3:30 AM Issue resolution window Voice Eng -
5:00 AM Day shift agents begin login CC Ops -
5:30 AM Verify 80+ agents available WxCC Admin -
6:00 AM Day shift handover complete CC Ops -
6:00 AM *** FULL OPERATIONS ON WXCC *** Cutover Mgr -
POST-CUTOVER MONITORING
6:00 AM Enhanced monitoring begins Voice Eng -
8:00 AM Morning status call Cutover Mgr -
12:00 PM Midday status call Cutover Mgr -
6:00 PM Evening status call Cutover Mgr -
Sunday 24-hour stability review All -
7.4.5 Entry Point Routing Switch Procedure¶
Procedure: Switch PSTN Routing to WxCC
| Step | Action | Verification |
|---|---|---|
| 1 | Login to Control Hub (admin.webex.com) | Org = Abhavtech.com |
| 2 | Navigate: Services -> Contact Center -> Entry Points | Entry Point list displayed |
| 3 | Select Entry Point (e.g., India_Main_Voice_EP) | EP details shown |
| 4 | Verify DN Mapping: | |
| - 1800-266-1000 (India TF) | Mapped | |
| - +91-22-4961-1000 (Mumbai DID) | Mapped | |
| 5 | Verify Flow Assignment: India_MainMenu_Flow_v1 | Flow active |
| 6 | Set Entry Point Status: Active | Status = Active |
| 7 | Test inbound call to mapped number | Call reaches WxCC flow |
Entry Points to Activate per Wave:
| Wave | Entry Points | Numbers |
|---|---|---|
| Wave 1 (Chennai) | India_Main_Voice_EP (partial) | Test DIDs only |
| Wave 2 (London/NJ) | EMEA_Main_Voice_EP, Americas_Main_Voice_EP | +44-20-XXXX, +1-201-XXX |
| Wave 3 (Mumbai) | India_Main_Voice_EP, India_Sales_Direct_EP | 1800-266-1000, 1800-266-1001, +91-22-4961-1000 |
| Post-Cutover | Global_Chat_EP, Global_Email_EP | Web widget, support@abhavtech.com |
7.4.6 Agent Login Verification¶
Procedure: Verify Agent Desktop Connectivity
| Step | Action | Expected Result |
|---|---|---|
| 1 | Agent opens browser (Chrome recommended) | Browser launches |
| 2 | Navigate to: desktop.wxcc-us1.cisco.com | Login page displayed |
| 3 | Enter Webex credentials (SSO) | Azure AD login |
| 4 | Select Station: Webex Calling (Extension) | Extension pre-populated |
| 5 | Click "Sign In" | Agent Desktop loads |
| 6 | Change state to "Available" | State changes |
| 7 | Verify Team assignment | Correct team shown |
| 8 | Verify Queue visibility | Assigned queues visible |
Agent Verification Checklist (per agent):
AGENT LOGIN VERIFICATION
Agent Name: ___________________ Extension: __________
Site: - Chennai - London - NJ - Mumbai
Wave: - 1 - 2 - 3
VERIFICATION:
- Login successful
- Correct Team displayed: ___________________
- State change works (Available/Not Ready)
- Phone extension registered
- Test call received successfully
- Agent Assist visible (Premium agents only)
- Digital channels visible (if applicable)
Issues: _________________________________________________________
Verified By: ___________________ Time: __________