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Migrate Cisco Unified Contact Center Express to Webex Contact Center
Migration from Cisco Unified Contact Center Express (CCX) to Webex Contact Center is a crucial step for organizations seeking to modernize their customer service infrastructure. This transition enhances operational efficiency, offers advanced features, and supports a scalable and flexible contact center.
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:
- System with Java 8 or above
- Access to the Cisco Unified CCX server
- 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: |
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. |
7 |
Use the Bulk Operations on the Control Hub to import individual
configuration files from the |
What to do next
- Sign in to Control Hub using the URL https://admin.webex.com.
-
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 | |
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 | 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. |