Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Webex Contact Center
Introduction
You can migrate from the legacy Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) releases to Webex Contact Center (new platform). This migration enables access to new features and bug fixes.
You enroll in the migration program and Cisco provides you with a Migation Workspace with these capabilities:
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Migrate tenant configuration
You export the platform configuration data from your legacy tenant into a set of comma-separated value (CSV) files. You update entries in the CSV files that match your requirements for your new Webex Contact Center tenant. After the CSV files are ready, you upload them to Control Hub using the Bulk Operations feature. For more information about Bulk Operations, see Bulk Operations in Webex Contact Center.
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Historical data
You can access Analyzer-based data from the legacy platform. This provides compliance and historical reporting information. The following data sources are available:
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Customer Session Record
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Customer Activity Record
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Agent Session Record
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Agent Activity Record
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Call recordings
You can access call recordings from the legacy platform. You access call recordings for compliance or to review past customer interactions.
A workspace account is created for all migrating customer tenants. The workspace provides access to all migration features that are enabled for your account. You can access a workspace from the URL https://workspace.produs1.ciscoccservice.com/.
Cisco Engineers, Customer Success, and Partners can access your workspace account to assist you through the migration lifecycle.
To migrate tenant configurations from the legacy tenant to the new platform:
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Extract the legacy platform configurations as CSV files and IVR prompt audio files in zip format.
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Update the CSV files to be compatible with the new platform.
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Upload the CSV files to the new platform using the Bulk Operations feature.
After you migrate the agents to the new platform, you can request access to Analyzer-based data and call recordings from the legacy platform. You can access this data from the Call Recordings and Historical Data tabs of the migration workspace.
Workspace Management
Before you create a workspace, onboard the customer organization in Control Hub with Contact Center entitlements.
The legacy platform remains in use until you disable all agents on the legacy platform and enable them on the new platform. After you enable all the agents on the new platform, decommission the customer tenant on the legacy platform.
Cisco Engineering and Solution Assurance teams use root administrator privileges to manage a workspace.
Before you begin
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Create a customer organization in Control Hub with Contact Center entitlements enabled.
| 1 |
Note down the email address of the administrator, company name, and organization ID for the customer organization in Control Hub. |
| 2 |
Perform one of these actions:
|
| 3 |
Sign in to the Migration Workspace application https://workspace.produs1.ciscoccservice.com/ as the root administrator. |
| 4 |
Click New Workspace. |
| 5 |
Enter the administrator email address that you noted from the Control Hub and click Confirm. If the user validates successfully, the system displays the Company Name, Organization ID, and Administrator email address. |
| 6 |
Verify the organization details to ensure that you have mapped the correct organization on Control Hub. |
| 7 |
Perform one of the following actions to identify the source Tenant:
|
| 8 |
Click Validate. |
| 9 |
Check that the Tenant Name and Description match the information noted in step 2. |
| 10 |
Enable one or more of the following Migration features:
|
| 1 |
Sign in to the Migration Workspace application https://workspace.produs1.ciscoccservice.com/ using root administrator credentials. |
| 2 |
Use the Search option on the landing page to find the Workspace that you need to access. |
| 3 |
Click the Workspace entry to access a Workspace. |
| 4 |
In the left navigation pane, click Workspace Setting or Users to access the required feature. |
| 5 |
In the Workspace Setting, you can do the following:
|
| 6 |
In the Users tab, you can add or remove administrators from the Workspace. |
The following sections describe the types of Workspace users. During the migration, you may need assistance from partners or Cisco Customer Success. You can configure them as external administrators. You can also add members of the organization as administrators or report users.
Root Administrators
Root administrators can create and modify customer accounts. They are Cisco Operations and Engineering organization members who manage the Migration Workspace.
Customer Administrators
After you set up the Workspace, customer administrators can sign in and start the migration process. Customer administrators have all the privileges for the customer Workspace account.
Report Users
Report Users can view historical data and access call recordings. The access that you grant to the Report Users controls the data that they can access.
External Administrators
When external administrators sign in to the Workspace application, they see all the migration Workspaces to which they have access. The following details are displayed for each Workspace.
|
Column |
Description |
|---|---|
|
Customer |
The customer’s name |
|
Organization ID |
The organization ID |
|
Source Tenant Name |
The name of the Tenant in the legacy platform |
|
Source Tenant Platform |
|
Double-click a Workspace row to access that customer account.
| 1 |
Sign in to the Migration Workspace application https://workspace.produs1.ciscoccservice.com/ using the customer administrator credentials. |
| 2 |
On the Users page, access one of the following tabs:
|
| 3 |
Do one of the following: You can’t delete yourself as a customer administrator. |
Export Job Management
You export the following configuration objects from the legacy platform:
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Entry point
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Queue
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Outdial entry point
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Outdial queue
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Site
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Team
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Users
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User profiles
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Work types
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Auxiliary code
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Agent profiles
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Address book
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Outdial ANI
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Skill definition
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Skill profile
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Entry point mappings
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Audio files (supported only for R10 release)
Audio File export isn't supported for the Cisco CC-One (R9) release. Contact the Cisco support team to obtain the Zip file.
You use jobs to export objects. You can submit only one job at a time. You can't start a new request until the previous request is complete.
| 1 |
Navigate to the Export Admin Configurations page. The following table describes the information on this page.
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| 2 |
To request a new job, perform these steps: | ||||||||||||||||||||
| 3 |
To refresh the status of an In-Progress job, click the Refresh icon on the dashboard next to the job details. | ||||||||||||||||||||
| 4 |
To download the exported file, click the Download icon associated with the completed job. | ||||||||||||||||||||
| 5 |
Search the job attributes using the Search field. |
After you export the data from the legacy platform, you must manually review and update the CSV files to make them compatible with the new platform. Not all CSV files require changes.
The CSV files for the following objects do not require changes when you import:
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Sites
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Skill Definitions
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Skill Profiles
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Teams
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Address Books
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Worktypes
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Auxiliary Codes
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Outdial ANI
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Entry Point Mappings
For information about the fields in the CSV files, see CSV Definition for Bulk Operations in Webex Contact Center.
Before you begin
All the objects that you exported from the legacy platform must be in CSV format.
Before you import the User CSV file, you must configure and activate all the users in Control Hub.
| 1 |
(Optional) Copy the exported CSV file. |
| 2 |
Open an exported CSV file in Microsoft Excel. |
| 3 |
Identify all content that contains the text ATTR_NOT_FOUND and change the text to the valid values. These sections describe the required updates: |
| 4 |
Save the file in CSV format. You may save the file with a new filename. |
| 5 |
Use the Bulk Operations tool in Control Hub to upload the CSV file. For more information, see Bulk Operations in Webex Contact Center. |
When you export Entry Points and Outdial Entry Points, the Time Zone column sometimes may not have any value in the CSV file. If the Time Zone column doesn't have a value, you need to manually add this value in the CSV file as shown in the table.
|
Column |
Value |
|---|---|
|
Time Zone |
For more information about supported Time Zone values, see List of Time Zones for Cisco Webex Contact Center. |
For each queue definition, the following attributes are extracted from the legacy platforms.
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Name
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Description
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Channel Type
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Max Time In Queue
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Service Level Threshold
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Timezone
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Permit Monitoring
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Permit Recording
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Record All Calls
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Pause or Resume Enabled
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Default Music in Queue
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Routing Type
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Skill Based Agent Selection
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Recording Pause Duration
Manually enter the values in the columns of the exported CSV file as shown in the following table.
|
Column |
Values |
|---|---|
|
Time Zone |
Provide the correct time zone. For more information, see List of Time Zones for Cisco Webex Contact Center. |
|
Default Music In Queue |
Provide the name of the audio (.wav) file to play when calls arrive or are waiting in the queue. This file is the default type of audio file. |
|
Routing Type |
Provide one of these values:
|
|
Skill Based Agent Selection |
If you provide SKILL_BASED in the Routing type column, specify one of these values:
|
In addition, you must also add call distribution groups manually, as this configuration isn't available in legacy platforms. Rows that define a Queue and rows that define Call Distribution for the Queue have a parent-child relationship. In the CSV file, the queue is the parent row and the Call Distribution entries are the subsequent child rows. The child rows require the following columns:
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Name
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Distribution Group Seq
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Group Fallback Time
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Group Teams
The following table provides a schematic definition of the CSV file with a Call Distribution Group. For brevity, the table does not display the queue definition columns. The first row displays the queue details, while the second and third rows display content for Call Distribution Groups that you add manually.
|
Name |
... |
Distribution Group |
Distribution Group Seq |
Group Fallback Time |
Group Teams |
|---|---|---|---|---|---|
|
TestQ |
Queue Definition Column values extracted from legacy platforms |
|
|
|
|
|
TestQ |
Queue Definition Columns Keep null for Call Distribution Groups. |
Group1 |
1 |
0 |
Team1|Team2 |
|
TestQ |
Queue Definition Columns Keep null for Call Distribution Groups. |
Group2 |
2 |
60 |
Team3|Team4 |
The attributes of the outdial queue are the same as that of queue. The modifications listed for the queue are also valid for the outdial queue. For information about the attributes extracted, see Queue. You need to manually enter the values in the column of the exported CSV file as shown in the following table.
|
Column |
Values |
|---|---|
|
Outbound Campaign Enabled |
ON or OFF |
You need to add the child row entry for every outdial queue. The child row contains values for the columns mentioned above. For information about the schematic definition of the CSV file, see Queue.
Update the Idle Codes and Wrap Up Codes columns with the default Idle Code and Wrap Up Code respectively. You need to manually add these values in the CSV file as shown below.
|
Column |
Values |
|---|---|
|
Idle Codes |
Enter the default Idle Code in the list of selected codes, if the value of the Idle Options column is Specific. |
|
Wrap Up Codes |
Enter the default Wrap Up Code in the list of selected codes, if the value of the Wrap Up Options column is Specific. |
You need to manually enter the values in the columns of the exported CSV file as shown in the following table.
|
Column |
Values |
Applicable Release |
|---|---|---|
|
Profile Type |
|
R9 and R10 |
|
Module Option |
If you set the value All, the values of other modules are ignored. |
R9 |
|
Multimedia |
|
R10 |
|
Agent Desktop |
|
R10 |
|
Logout Agents |
|
R9 |
|
Reporting and Analytics |
|
R9 |
|
Campaign Mgr |
|
R9 |
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Workforce Optimization |
|
R9 |
|
Manage Tenants |
|
R9 |
|
Manage Dial Plans |
|
R9 |
|
Manage Users |
|
R9 |
|
Revoke API Key |
|
R9 |
|
Branding |
|
R9 |
|
Business Rules |
|
R9 |
| Access Entry Points |
|
R9 |
| Access Queues |
|
R9 |
| Access Sites |
|
R9 |
|
Access Teams |
|
R9 |
When you export users on the R10 release, there are no updates required for the CSV file.
When you export users on the R9 release, the user email ID may not be present in the CSV file. You need to manually add the email address of the user in the CSV file as shown in the table.
|
Column |
Value |
|---|---|
|
|
Provide the email address of the user. |
Before you begin
Create configurations that apply to users such as User Profiles, Agent Profiles, Teams, and so on.
| 1 |
Add users on Control Hub. |
| 2 |
Update users on the Mangement Portal. |
Historical Data and Call Recordings
Use the View Historical Data option in the Workspace to access Analyzer data. The Analyzer data is available according to your data retention requirements. Data isn’t purged from the system.
Cisco executes some back-end scripts to enable access to the historical data from the Workspace. After you’ve moved all the agents to the new platform and no new data is generated on the legacy tenant, ask your Solution Assurance contact to enable data access for your Workspace.
Authorized users can access the View Historical Data option.
The View Historical Data option can display a maximum of 5000 records. If a search returns more than 5000 records, a message indicates that not all the records can be displayed. If this happens, modify the search criteria to return fewer than 5000 records.
| 1 |
In the Migration Workspace, click View Historical Data. |
| 2 |
In the View Historical Data page, click Search Records. |
| 3 |
Select a data source from the following options and click Next:
|
| 4 |
Add Fields and Measures that you want to access from the data source and click Next. |
| 5 |
Select a time series.
|
| 6 |
(Optional) Add more filters for Queues, Sites, Teams, and Agents. |
| 7 |
Click Apply. The system displays the historical data. |
| 8 |
Click Export to download a copy of the data in CSV format. |
| 9 |
If the data set needs modification, click Modify Search to modify the search criteria. |
You may need access to call recordings for internal review, training, and compliance. After you migrate all agents to the new platform, the Call Recording application on the legacy platform is decommissioned. After the platform is decommissioned, you use the Workspace application to access call recordings generated on the legacy platform. The recordings are available in the Workspace as per your data retention requirements. Data isn’t purged from the legacy platform.
The View Call Recordings option can display a maximum of 5000 records at a time. If a search returns more than 5000 records, a message displays to indicate that not all the records can be displayed. If this happens, modify the search criteria to return less than 5000 records.
After the migration from the legacy platform, Cisco executes some back-end scripts to enable access to call recordings from the Workspace. After all agents are on the new platform and no new call recordings are generated on the legacy tenant, ask your Solution Assurance contact to enable data access for your Workspace.
For the R9 platform, Cisco can migrate call recordings if you are using the R9 cloud-hosted recording application. If you are using the on-premises Jukebox on the R9 platform, you can continue to retain the call recordings in your premises. Cisco can’t make these recordings available on the Workspace because on-premises customer repositories are inaccessible for migration.
| 1 |
In the migration Workspace, click View Call Recordings. |
| 2 |
In the View Call Recordings page, click Modify Filters. |
| 3 |
You can filter data to suit your requirements. Set one or more filters from this list:
|
| 4 |
(Optional) You can match call recordings with specific Call Associated Data (CAD) variables and Custom Attributes. |
| 5 |
(Optional) Enter the Session ID, DNIS, or ANI of the call recordings that you want to match. |
| 6 |
Provide the required Start Date, Start Time, End Date, and End Time. |
| 7 |
Click Apply. |
| 8 |
To access a specific call recording, click More and download the WAV file. |
| 9 |
If the data set needs modification, click Modify Search to modify the search criteria. |
