7.5 Rollback Procedures

7.5.1 Rollback Decision Framework

   ROLLBACK DECISION FRAMEWORK
   CRITICAL: ROLLBACK = FULL STACK REVERT
   Because UCCX requires CUCM CTI connectivity, rollback means:
   1. Revert agents from WxCC to Webex Calling only (no CC)
   2. Re-enable CUCM (if still available during hypercare)
   3. Re-enable UCCX
   4. Re-register phones to CUCM
   ROLLBACK TRIGGERS (Auto):
   > 50% of agents unable to login after 2 hours
   > 30% of test scenarios failing after remediation attempts
   Complete Entry Point failure (no calls reaching WxCC)
   Recording not functioning (compliance risk)
   ROLLBACK TRIGGERS (Manual - Business Decision):
   Customer impact exceeds acceptable threshold
   Prolonged degradation with no resolution in sight
   Business owner requests rollback
   ROLLBACK WINDOW:
   Wave 1-2: Rollback possible within 48 hours (CUCM still active)
   Wave 3: Rollback possible within 2 weeks (hypercare period)
   Post-hypercare: CUCM decommissioned - no rollback path
   ROLLBACK AUTHORITY:
   Primary:   CC Operations Manager + Voice Engineering Lead
   Escalation: IT Director

7.5.2 Rollback Procedure

Procedure: Full Stack Rollback to UCCX

Step	Action	Owner	Time
1	DECISION: Confirm rollback required	CC Ops + Voice Eng	-
2	Notify all stakeholders (rollback initiated)	Cutover Mgr	5 min
3	Agents logout from WxCC Agent Desktop	CC Ops	10 min
4	Disable WxCC Entry Points	WxCC Admin	5 min
5	Verify CUCM cluster is operational	Voice Eng	5 min
6	Verify UCCX is operational	Voice Eng	5 min
7	Re-enable UCCX agents	Voice Eng	10 min
8	Revert PSTN routing to CUCM/UCCX	Voice Eng	15 min
9	Agents login to Finesse (UCCX)	CC Ops	15 min
10	Verify agent availability in UCCX	CC Ops	5 min
11	Test inbound call to UCCX	QA Lead	10 min
12	Confirm UCCX operational	Cutover Mgr	5 min
13	Notify stakeholders (rollback complete)	Cutover Mgr	5 min
14	Schedule post-mortem	PM	-

Estimated Rollback Duration: 90 minutes

7.5.3 Partial Rollback (Wave-Specific)

For Wave 1 or Wave 2, if only the newly migrated site experiences issues:

Step	Action
1	Disable Entry Points for affected site only
2	Affected site agents logout from WxCC
3	Re-enable affected site agents in UCCX
4	Route affected site DIDs back to UCCX
5	Keep other waves operational on WxCC
6	Investigate and remediate before retry

Note: Partial rollback only works if CUCM/UCCX still operational.

7.5.4 Post-Rollback Actions

Action	Owner	Timeframe
Conduct post-mortem meeting	PM	Within 24 hours
Document root cause	Voice Eng	Within 48 hours
Create remediation plan	Voice Eng	Within 1 week
Re-schedule cutover attempt	PM	Per remediation
Communicate to stakeholders	PM	Ongoing

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