This guide assists administrators with manual migration. It provides step-by-step instructions for setting up your Webex Contact Center, using the discovery tool to extract and transfer configuration data, and verifying the success of the migration. Following this guide ensures a smooth transition, and paves the way for future automation and innovation in customer service operations.

Prepare for migration

Before starting the migration from Cisco Unified CCX to Webex Contact Center, ensure that you have

  • Set up Webex Contact Center tenant: Begin by setting up your Webex Contact Center tenant to establish the foundational environment for migration. See Get started with Webex Contact Center article for more information.
  • Set up users in Control Hub: Prepare by setting up users in the Webex Control Hub to facilitate bulk operations. See Ways to Add Users for Webex Contact Center article for more information.
  • Synchornized users for Contact Center: Ensure that users are properly synchronized for the Contact Center to maintain data consistency and streamline the migration process. See Set up a tenant in Webex Contact Cetner article to know how to sync the users for Contact Center.
  • Downloaded Discovery Tool: Download the discovery tool v3.5 from Cisco's software download page. You must have the following to run the migration using discovery tool:
    1. System with Java 8 or above
    2. Access to the Cisco Unified CCX server
    3. Administrator's username and password of the Cisco Unified CCX application

The migration tool is continuously evolving, with new functionalities being developed over time. As a result, the tool may not currently support all the latest features. Please be aware of this limitation during your migration planning.

Run the discovery tool for migration

Before you begin

Ensure that you've referred to the requirements given in Prepare for migration section.

1

Copy the package onto a system with access to the Cisco Unified CCX Servers.

2

Open a terminal or command prompt and navigate to the folder containing the package contents.

3

Run the command: java -jar uccx-to-webexcc-v3.4.jar -extract and follow the on-screen instructions and wait for successful execution.

  1. Enter the following mandatory configuration details on the console:

    • Migration password
    • Domain name: <<domain.com>>
    • Host name: <<Hostname/IP of UCCX>>
    • Port (optional): <<Port Number of Web Server>>
    The discovery tool generates a configuration file named application-pro.yml

    System saves the configuration details in the application-pro.yml file.

  2. The tool prompts for the following mandatory host credentials on every run.

    • username: <<UCCX admin username>>
    • password: <<UCCX admin password>>

      If you've not specified the port, then the console uses 443 as the default port.

      You can edit the application-pro.yml the file anytime and run the tool. To skip the extraction prompts, set skipPrompts: true. However, the tool extracts the prompts by default if skipPrompts: false.

  3. Follow the on-screen instructions and wait for the successful execution of the tool.

  4. Once the execution is successful, the system creates the following files in the WebexCC Bulk Upload folder:

    • WebexCC_Bulk_Upload.xlsx
    • WebexCC_Bulk_Upload_Prompts.zip

    If the tool saves the Excel sheet with a different name, edit the application-pro.yml file to update the output name before you run the command to create the zip file. If you're using a Macintosh laptop, then the file names are case-sensitive.

4

Open the WebexCC_Bulk_Upload.xlsx file and edit the CCX Cisco Confidential sheets based on your Webex Contact Center design.

Refer to the guidelines provided in the Device discovery guidelines to match the entities definition with Webex Contact Center. We strongly recommend validating the configurations in each sheet of the excel file before you import those into your Webex Contact Center using Bulk Operations from the Control Hub.

5

Save the file with the same name.

6

Open a terminal or command prompt, navigate to the folder where the package contents are located.

  1. Run the command: java -jar uccx-to-webexcc-v3.4.jar -zip.

  2. Follow on-screen instructions and wait for the successful execution of the tool.

  3. After successful execution by the tool, the system creates a WebexCC_Bulk_Upload.zip folder within the WebexCC Bulk Upload folder.

    • To prevent dependency errors, import the CSV files in the following recommended order: MultimediaProfiles.csv, Site.csv, UserProfiles.csv, WorkTypes.csv, AuxiliaryCodes.csv, AgentProfiles.csv, AddressBook.csv, SkillDefinition.csv, SkillProfile.csv, Team.csv, EntryPoint.csv, OutdialEntryPoint.csv, Queues.csv, OutdialQueue.csv, EntryPointMappings.csv, OutdialANI.csv, and Users.csv.
    • Bulk operations on Webex Contact Center limits any import CSV file to 5000 rows. If your file exceeds this limit, split it into multiple CSV files for import into the system.

7

Use the Bulk Operations on the Control Hub to import individual configuration files from the WebexCC_Bulk_Upload.zip file. You can also import all audio files from the WebexCC_Bulk_Upload_Prompts.zip using bulk operations.

What to do next

  1. Sign in to Control Hub using the URL https://admin.webex.com.

  2. From the Services section of the navigation pane, choose Contact Center. Check for the migrated entities in the tenant you have set up in Webex Contact Center.

Device discovery guidelines

The table provides the guidelines including sample values and descriptions. This information helps you to edit the Excel sheet with the values for the custom columns.

Sheet name Column name Sample value Description
Entry Point TIMEZONE America/New_York

Keep it empty for default tenant time zone to take effect.
CHANNEL TYPE TELEPHONY Values accepted are TELEPHONY, EMAIL, FAX, CHAT, VIDEO, OTHERS, SOCIAL_CHANNEL
SOCIAL CHANNEL TYPE

Values accepted are FACEBOOK MESSENGER or SMS. Only applicable if the CHANNEL TYPE is a SOCIAL CHANNEL.
Work Types TYPE IDLE_CODE

Values accepted are IDLE_CODE or WRAP_UP_CODE
Auxiliary Code DEFAULT ON Values accepted are ON or OFF
WORK TYPE Default Idle Work Type Values accepted are Default Idle Work Type or Default Wrapup Work Type
Address Book PARENT SITE This can be empty for Tenant level. For Site Level, provide the exact Site Name.
ENTRY NAME John If there is more than one entry in the same address book, then create multiple rows, one for each entry with each row having the same name for the address book.

Entry Point Mappings

 ENTRY POINT MY_EP_123

Provide the exact ENTRY POINT name created earlier.
Multimedia Profile MODE Blended Accepted values are Blended, Blended Real-time or Exclusive.
VOICE 1 0 or 1
CHAT 1 0 – 5
EMAIL 1 0 – 5
SOCIAL CHANNEL 1 0 – 5
Outdial ANI ENTRY NAME Outside If you have multiple entries with the same Outdial ANI, you should create separate rows for each entry. Each row should retain the same name for the Outdial ANI to maintain consistency.
Site MULTIMEDI A PROFILE My_MM_Profile Provide the exact Multimedia Profile created earlier.
Skill Definition TYPE ENUM Values accepted are TEXT, BOOLEAN, ENUM, or PROFICIENCY.
LIST VALUES FOR ENUM 1|2|3 If TYPE=ENUM, provide the list of values separated by pipe symbol.
Skill Profile SKILL NAME English The exact Skill Definition. If there are more than one Skill Definitions, then create multiple rows, one for each skill with each row having the same name for Skill Profile.
SKILL VALUES 5

If Skill Type is Boolean, then it must be either TRUE or FALSE If Skill Type is Proficiency, then it has to be the proficiency level.

If the Skill Type is Text, then it must be a text string. If Skill Type is Enum, then it must be a set of enum values separated by the pipe symbol.
Team SITE My_Site Provide the exact Site created earlier
MULTIMEDI A PROFILE My_MM_Profile Provide the exact Multimedia Profile created earlier.
TYPE AGENT Values accepted are AGENT or CAPACITY
SKILL PROFILE My_Skill_Profile Provide the exact Skill Profile only if TYPE=AGENT.
CAPACITY Provide the capacity number only if TYPE=CAPACITY
DESKTOP LAYOUT Global Layout Provide this default value
User Profile PROFILE TYPE ADMINISTATOR Values accepted are ADMINISTRATOR, SUPERVISOR, ADMINISTRATOR_ONLY, PREMIUM_AGENT or STANDARD_AGENT
MODULE OPTION ALL If ADMINISTRATOR, then it must be ALL Otherwise it has to be SPECIFIC
User EMAIL user@abc.com

The exact Email ID of the user created in Webex Common Identity,
USER PROFILE My_UserProfile Provide the exact User Profile created earlier.

CONTACT CENTER

ENABLED

 ON Values accepted are ON or OFF
SITE My_Site Provide the exact Site created earlier.
MULTIMEDI A PROFILE My_MM_Profile Provide the exact Multimedia Profile created earlier.
SKILL PROFILE My_Skill_Profile Provide the exact Skill Profile created earlier.
AGENT PROFILE My_Agent_Profile Provide the exact Agent Profile created earlier.
TEAMS My_Team1|My_Team2

A list of Teams, the user is part of, separated by a pipe symbol.
Queue CHANNEL TYPE TELEPHONY Values accepted are TELEPHONY, EMAIL, FAX, CHAT, VIDEO, OTHERS, SOCIAL_CHANNEL
ROUTING TYPE SKILL_BASED

Values accepted are LONGEST_AVAILABLE_AG ENT or SKILL_BASED.

(Applicable only if Channel Type = TELEPHONY)
SKILL BASED AGENT SELECTION BEST_AVAILABLE_AGENT

Values accepted are LONGEST_AVAILABLE_AGENT or BEST_AVAILABLE_AGENT.

Applicable only if Routing Type = SKILL_BASED)
MAX TIME IN QUEUE 600

SERVICE

LEVEL THRESHOLD

 60
TIMEZONE America/New_York

Keep it empty for the default tenant time zone to take effect.

DEFAULT

MUSIC IN QUEUE

 My_audio.wav Provide your custom audio .wav file name.
DISTRIBUTI ON GROUP Group 1

Specify each Distribution Group in a new row with

the same Queue name. Ex: Group 1, Group 2, and so on.

DISTRIBUTI ON GROUP

SEQ

 1

Specify it as 1 for the first group, 2 for the second group, and so on.
GROUP FALLBACK TIME 0

Specify "0" for the first group, and for others, enter the seconds in the queue before the group is considered for distribution.
GROUP TEAMS

My_Team1:My_Site|My_Team2:My

_Site

Provide Team Name and Site Name separated by colon. Use a pipe seperator to specify the multiple pairs.
Outdial Queue CHANNEL TYPE TELEPHONY Only TELEPHONY is supported
MAX TIME IN QUEUE 600

SERVICE

LEVEL THRESHOLD

 60
TIMEZONE

Keep it empty for the default tenant time zone to take effect.

OUTBOUND

CAMPAIGN ENABLED

 ON ON or OFF
ROUTING TYPE LONGEST_AVAILABLE_AGENT

Only LONGEST_AVAILABLE_AGENT is supported

DEFAULT

MUSIC IN QUEUE

 My_audio.wav Provide your custom audio .wav file name.
DISTRIBUTI ON GROUP Group 1

Specify each Distribution Group in a new row with the same Queue name. For example: Group 1, Group 2, and so on.
GROUP TEAMS

My_Team1:My_Site|My_Team2:My

_Site

Provide Team Name and Site Name separated by colon. Multiple such pairs can be specified by using a pipe separator.
Agent Profile PARENT SITE

This can be empty for Tenant level. For Site Level, provide the exact Site Name
WRAP UP TYPE MANUAL This can be MANUAL or AUTO

AUTO

WRAP UP TIME

If WrapUp Type is Auto, provide the auto wrap up time in seconds.
OUTDIAL ENABLED OFF This can be ON or OFF
OUTDIAL EP

If Outdial is enabled, provide the exact Outdial EP created earlier.
OUTDIAL ANI

If Outdial is enabled, provide the exact Outdial ANI created earlier.
DIAL PLAN ENABLED OFF This can be ON or OFF

DN

VALIDATION OPTION

 UNRESTRICTED

Outdial Entry Point

 CHANNEL TYPE TELEPHONY Only TELEPHONY is supported.

SERVICE

LEVEL THRESHOLD

 60
TIMEZONE America/New_York

Keep it empty for the default tenant time zone to take effect.