Upgrade Overview

You can migrate from the Cisco Webex Contact Center 1.0 (legacy platform) to Cisco Webex Contact Center (new platform).

After you agree to upgrade to the new platform, you are enrolled to the upgrade program and the upgrade feature is enabled for your tenant. The upgrade process consists of three stages:

  • Pre-Upgrade Setup: The first step of the upgrade process is to execute the Pre-Upgrade Setup from the Contact Center > Settings section on Control Hub.

    The Pre-Upgrade Setup workflow performs the following tasks:

    • Ensures the existing tenant settings are carried forward during the upgrade.

    • Provisions the Management Portal instance on the new platform.

    • Copies the existing tenant configurations from the Mangement Portal on the legacy platform and makes them available on the new platform.

    • Provisions voice and digital channels on the new platform.

    • Creates accounts for all agents on the new platform.

    After the Pre-Upgrade Setup completes, you have access to the features of the new platform.

    For more information, see Perform the Pre-Upgrade Setup.

  • New Platform Setup: In this stage, you configure and start using the new platform. You either re-use the configurations that have been copied from the legacy platform or create new configurations. Do the following:

    1. Assign agents to teams and assign them appropriate agent profiles, multimedia, and skill profiles.

    2. Create routing strategies using the new Flow Control application.

    3. Add Contact Routing Settings to queues to distribute the contacts to the appropriate teams and agents.

    After the agent and contact routing configurations are in place, you move agents to the new platform and route Voice, Chat, and Email contact to the new platform.


    If you have some users on the legacy platform and some users on the new platform, be aware that calls can't be transferred or conferenced between the two platforms. For more information, see Upgrade Considerations and Warnings.

    For more information, see New Platform Setup.

  • Post-Upgrade Cleanup: After you’re comfortable with the new platform and don’t need access to the legacy platform resources, you should request for Post-Upgrade Cleanup. Execute the Post-Upgrade CleanUp from the Contact Center > Settings section on Control Hub. The Post-Upgrade Cleanup workflow performs the following tasks:

    • Decommissions the Management Portal on the legacy platform and all associated applications.

    • Cleans up data associated with the customer tenant for the legacy platform.

    • Makes call recordings created on the legacy platform accessible from the Recording Management application on the new platform.

    • Enables access to Analyzer data that was created on the legacy platform from the Analyzer application on new platform.

      For more information, see Perform the Post-Upgrade Cleanup.

Introduction

After you start the upgrade, you must complete the upgrade to the new platform as soon as possible.


After you start the upgrade, you can’t stop or back out the changes.

Be aware:

  • Select an upgrade time to coincide with a period of low activity for your Contact Center.

  • After the Pre-Upgrade Setup starts, update orders aren’t processed. You need to wait until the Post-Upgrade Cleanup is complete. Process any updates to your subscription before you start the upgrade.

  • While the Pre-Upgrade setup workflow is executing, do not make any configuration changes on the Management Portal of the legacy platform. If you make changes on the legacy platform, they may not be copied to the new platform and may result in data inconsistency.

  • The Pre-Upgrade Setup copies the Tenant configurations from the legacy platform to the new platform automatically.

  • After the Pre-Upgrade Setup is complete, you can’t create the following objects on the Management Portal of the legacy platform or edit the names of existing objects:

    • Entry Points

    • Outdial Entry Points

    • Queues

    • Outdial Queues

    • Sites

    • Teams

    • Wrapup Codes

    • Work Types

    • Auxiliary Codes

    • Threshold Rules

    • CAD Variables

  • You can create and edit any objects, other than those mentioned above, on the Management Portal of the legacy platform. Note that any changes made on the legacy platform will not be copied automatically to the new platform. If required, make separate updates to the Management Portal on the legacy and new platforms.

  • You can create any object on the Management Portal of the new platform.

  • New agents added on Control Hub and updates to licenses for existing users on Control Hub are synchronized with the Management Portal on the legacy and new platforms.

  • Agents cannot simultaneously access the desktop on both the legacy and new platforms. During the Pre-Upgrade Setup, the system creates the agents on the new platform, but they are disabled for Contact Center access. When agents are ready to move to the the new platform, mark the Contact Center Enabled setting as False for the user on the legacy platform and True on the new platform.

    Calls can't be transferred from one platform to the other. Agents on one platform can't conference someone into a call from the other platform.

  • Existing Virtual Agent Templates on Control Hub are available for Chat contacts. If required, you can edit and enable them for Voice.

  • You can create new chat templates on Control Hub and map them only to entry points on the new platform. Existing chat templates that are mapped to entry points on the legacy platform continue to work. You must either map an existing chat template to a new entry point on the new platform or restore the entry point with the same name on the new platform. One template can only be mapped to one entry point.

  • Existing connectors on Control Hub continue to work. You can access the existing connectors in flow scripts on the new platform.

  • Routing Strategies from the legacy platform aren't copied to the new platform because they are incompatible. You create routing strategies on the new platform that use Flow scripts.

  • The dashboards Entry Point – Site level Dashboard, Contact Center Overview – Realtime, and Contact Center Overview – Historical on both the legacy and new platforms display the same data. Data isn’t filtered separately and is an aggregation of data across both the legacy and new platforms.

  • The dashboard Agent State Data – Realtime displays platform-specific data. The Management Portal on the legacy platform displays the agents logged in to the desktop on the legacy platform, while the Management Portal on the new platform displays the agents logged in to the desktop on the new platform.

  • When you cross launch the Analyzer application from the Management Portal on the legacy and new platforms, the same data is displayed. This data is an aggregation of contacts handled and agents logged in on both the legacy and new platforms.

  • During the upgrade process, the Recording Management application on the Management Portal of the legacy platform displays call recordings from the legacy platform. At the same time, the Recording Management application on the new platform displays call recordings of the new platform.

  • After the Post-Upgrade cleanup, the Record Management application on the new platform can access call recordings from both the legacy and new platforms.

  • During the upgrade process, you can use the Call Monitoring application on the legacy platform to monitor agents on the legacy platform. Similarly, you use the Call Monitoring application from the Management Portal on the new platform to monitor the agents on the new platform.

  • The audit logs of activities that you execute on the legacy platform and the new platform are separate. You can access them through the respective Management Portals. After the Post-Upgrade cleanup, audit logs from the Management Portal on the legacy platform aren’t accessible, because the Management Portal on the legacy platform is decommissioned.

Pre-Upgrade

The Pre-Upgrade Setup workflow guides you through the pre-upgrade steps and performs configuration upgrade. You will see a series of screens while the upgrade completes.

The upgrade copies administrative configurations from the legacy platform to the new platform. The upgrade also provisions the portal.

During the setup, the workflow asks you to indicate the Public Switched Telephone Network (PSTN) provider for the new platform. In some cases, you can change your PSTN. The following table describes your PSTN options.

Old Platform Telephony

New Platform: Voice POP bridge

New Platform: Webex Calling

New Platform: Cisco PSTN

Voice POP (SP Provided PSTN))

X

X

Only available if your organization subscribes to Webex Calling.

Cisco PSTN

X

When the upgrade completes successfully, you can configure the features supported on the new platform.

Before you begin

Contact Cisco Solution Assurance to enable access to the Pre-upgrade Setup workflow. The team will let you know when you can start.


Before you start this task, ensure that you perform the upgrade during a time of low usage on the legacy platform.

1

Access Control Hub.

2

Click Contact Center > Settings > General tab.

3

In the Upgrade to latest platform section, click Pre-upgrade Setup.

4

Review the contents of the Review Guidelines screen.

5

Click Next.

6

In the PSTN Options Selection screen, select one of these options:

  • Voice POP bridge: select this option if you continue to use service provider provided voice on the new platform.

  • Webex Calling: select this option if you use Webex Calling Cloud Calling Provider (CCP) or Local Gateway for PSTN.


     

    This option is accessible only if Webex Calling is enabled in your Control Hub organization.

  • Cisco PSTN: select this option to continue to use the Cisco PSTN.


     

    If you are Cisco PSTN customer, this is the only option that is displayed.

7

Click Start.

The screen displays the upgrade progress.

8

(Optional) Click Continue in background to exit the Pre-Upgrade Setup wizard. The Contact Center Settings screen displays that the upgrade is in progress. You can click View status to display the Pre-Upgrade Setup screen again.

9

When the upgrade is complete, click Close.

The Contact Center page shows the upgrade status.


 

After the Pre-Upgrade is complete, the restrictions mentioned in Upgrade Considerations and Warnings are applicable.

Upgrade

After the pre-upgrade setup is complete, you configure and start to use the new platform. You perform the following actions to adopt the new platform.

In case of unexpected failures, you can move back to the legacy platform.

  1. Move the DNs from the new platform to the legacy platform.

    For more information, see Move the Dialed Number from the New Platform to the Legacy Platform.

  2. Move the Chat flow from the new platform to the legacy platform.

    For more information, see Move the Chat Flow from the New Platform to the Legacy Platform.

  3. Move the Email flow from the new platform to the legacy platform.

    For more information, see Move the Email Flow from the New Platform to the Legacy Platform.

With the new platform, you can use the new features. For more information, see What's New in Cisco Webex Contact Center.


If you use the Workforce Optimization or Campaign Management features, work with Cisco Solution Assurance to update configurations for these features. Update the feature configurations before agents go live on the new platform.

You can move an existing Dialed Number (DN) – Entry Point (EP) combination from the legacy platform to the new platform. You should test the new platform with a few users before you move all users.


Agents can't login simultaneously to the desktop on both the legacy platform and the new platform.

1

On the new platform:

  1. Either re-use the queues and teams that were copied from the legacy platform or create new queues and teams as required.

  2. Define the Call Distribution block in the identified queues to the required teams.

  3. Create a Flow script with call routing to the identified queues.

  4. Create a routing strategy for the restored EP using the new Flow script.

  5. Assign appropriate Teams, Agent Profile, Skills/Skill Profiles, and Multimedia Profile to agents on the new platform.

  6. Work with your partner or Cisco to port the DN to the SIP interface on the new platform.

2

On the legacy platform:

  1. Log out agents who will transition to the Agent Desktop on the new platform.

  2. Mark Contact Center Enabled as No for these agents so that they can no longer log into the Agent Desktop on the legacy platform.

  3. Delete the DN-to-EP Mapping on the legacy platform.


     

    As a best practice, export the existing DN-to-EP mappings for the record.

3

On the new platform:

  1. Mark Contact Center Enabled as Yes for the agents that you move to the new platform and log them into the Agent Desktop.

  2. Re-create the DN-to-EP mapping on Control Hub.

4

Test a few incoming calls to the DN and validate routing to agents on the new platform.

You need to move an existing Chat Template – Entry Point (EP) combination from the legacy platform to the new platform.

1

On the legacy platform:

  1. Delete the Chat EP Routing Strategy (EP-RS).

  2. Delete the Chat EP. This marks the Chat EP as Inactive.

  3. Move existing agents to the new platform.

    For more information about how to move agents to the new platform, see Move a Dial Number from the Legacy Platform to the New Platform.

2

On the new platform:

  1. Restore the Chat EP that was copied from the legacy platform.

  2. Create a routing strategy for this Chat EP so that contacts are routed to the required queues.

  3. Test that chats route to the new platform.

1

On the legacy platform:

  1. Delete the Email EP Routing Strategy (EP-RS).

  2. Delete the Email EP. This marks the Email EP as Inactive.

  3. Move existing agents to the new platform.

    For more information about how to move agents to the new platform, see Move a Dial Number from the Legacy Platform to the New Platform.

2

On the new platform:

  1. Restore the Email EP that was copied from the legacy platform.

  2. Create a Routing Strategy for this Email EP that routes contacts to the required queues.

  3. Test that the Email address routes to the new platform.

In exceptional circumstances, you might need to move the Dialed Number (DN) from the new platform back to the legacy platform.

1

On the new platform:

  1. Delete the DN-to-EP mapping.

  2. Log out agents who will move back to the legacy platform.

  3. Mark Contact Center Enabled as No for these agents who need to move to the legacy platform.

  4. Work with your partner or Cisco to port the DN to the SIP interface on the legacy platform.

2

On the legacy platform:

  1. Mark Contact Center Enabled as Yes for the agents who are moving back to the legacy platform and log them into the Agent Desktop.

  2. Re-create the DN-to-EP mapping on the legacy platform.

3

Test that calls route to the legacy platform.

In exceptional circumstances, you might need to move the Chat flow from the new platform back to the legacy platform.

1

On the new platform:

  1. Delete the Chat EP-RS.

  2. Delete the Chat EP. This will mark the Chat EP as Inactive.

  3. Mark Contact Center Enabled as No for the agents who are moving back to the legacy platform.

2

On the legacy platform:

  1. Mark Contact Center Enabled as Yes for the agents who are moving back to the legacy platform.

  2. Log the agents in to the Agent Desktop.

3

On the new platform:

  1. Restore the Chat EP.

  2. Recreate the routing strategy for this Chat EP.

  3. Test that chats route to the legacy platform.

In exceptional circumstances, you might need to move the Email address from the new platform back to the legacy platform.

1

On the new platform:

  1. Delete the Email EP Routing Strategy.

  2. Delete the Email EP. This will mark the Email EP as Inactive.

  3. Mark Contact Center Enabled as No for the agents who need to move to the legacy platform.

2

On the legacy platform:

  1. Mark Contact Center Enabled as Yes for the agents that you upgrade to the new platform.

  2. Log the agents into the Agent Desktop.

3

On the legacy platform:

  1. Restore the Email EP.

  2. Recreate the Routing Strategy for this Email EP.

  3. Test that the Email address routes to the legacy platform.

Post-Upgrade

After you move all agents to the new platform and all customer requests route to the new platform, you execute the third stage of the upgrade process. You use the Post-Upgrade Cleanup workflow for this task.

This cleanup reclaims all the resources on the legacy platform and deletes the configuration. After this workflow completes, the upgrade process is complete, and you can:

  • Access the call recordings that were created on the legacy platform from the Recording Management application on the new platform.

  • Access Analyzer data on the legacy platform from the Analyzer application on the new platform.

1

Log in to the Customer Organization from https://admin.webex.com and navigate to Contact Center > Settings.

2

Click Post-Upgrade Cleanup to trigger the cleanup workflow.