Upgrade overview

You can upgrade from the Webex Calling Integrated platform to the Real Time Media Service (RTMS) voice platform for Webex Contact Center.


You can upgrade to the RTMS voice platform if you are using only the Voice POP option on the Webex Calling Integrated platform. For the Cisco bundled PSTN and Webex Calling CCP and LGW tenants, support to upgrade to the RTMS voice platform will be available at a later date.

After you decide to upgrade to the new platform, contact Cisco Solution Assurance to enable the feature for your organization and enroll into the upgrade program.

The upgrade process consists of the following stages:

  • Pre-upgrade setup

  • Execute upgrade

  • Post-upgrade cleanup

Perform pre-upgrade setup

The pre-upgrade workflow guides you through the pre-upgrade steps and performs the following tasks:

  • Enables access to the RTMS voice platform for your organization. The pre-upgrade workflow doesn't disrupt the existing call flows that use the Webex Calling Integrated platform for your tenant.

  • The Services > Contact Center > Settings > Voice section continues to show the voice channel as Webex Calling Integrated after the pre-upgrade workflow. You can continue to use the existing dial numbers that are on the Webex Calling Integrated platform.

Before you begin:

Contact Cisco Solution Assurance to enable access to the pre-upgrade workflow. The team lets you know when you can start.

To perform pre-upgrade:

1

Access Control Hub.

2

Navigate to Services > Contact Center > Settings > Voice.

3

In the RTMS Upgrade section, click Start to enable access to the Real Time Media Service (RTMS) voice platform.

4

Review the guidelines on the screen and click Start.

5

In the RTMS Pre-Upgrade window, wait for the workflow to complete and click Close after you see the message The RTMS pre-upgrade workflow has completed successfully.. Alternatively, you can click Continue in background. When the workflow is complete, the completion status appears in the RTMS Upgrade section.

What to do next

After the pre-upgrade workflow completes, you can plan to changeover to the RTMS voice platform. For more information, see Execute upgrade.

Execute upgrade

You can start using the RTMS voice platform for all voice channel capabilities after the pre-upgrade workflow.

The upgrade workflow enables the following tasks:

  • You can move dial numbers incrementally from Webex Calling Integrated platform to the RTMS voice platform, or add new dial numbers to the RTMS voice platform.


    The existing Webex Calling Integrated platform-based dial numbers continue to route calls without any disruption. For operational reasons, you can configure new dial numbers to operate with the Webex Calling Integrated platform. However, we recommend you to continue to work on plans to move all dial numbers to the RTMS platform.

  • Agents receive calls from the Webex Calling Integrated platform-based dial numbers or the new dial numbers that you configure on the RTMS voice platform.

  • After you move inbound calls to the RTMS voice platform successfully, you can switch outdial calls also to the RTMS voice platform. Contact Cisco Assurance to enable you to switch outdial calls to the RTMS voice platform.

    After the configuration for switching outdial calls is complete, all outdial calls and callbacks route through the RTMS voice platform.


    You can switch back outdial calls to the Webex Calling Integrated platform if there are any issues after moving to the RTMS voice platform.


Upgrade to the RTMS voice platform doesn't impact the other voice-related features such as call monitoring and call recording.

What to do next:

After the upgrade is complete, you can move to post-upgrade clean up. For more information, see Post-upgrade cleanup.

Perform post-upgrade cleanup

After you move all your voice configurations to the Real Time Media Service (RTMS) voice platform, contact Cisco Solution Assurance for a post-upgrade cleanup.

The post-upgrade cleanup workflow performs the following tasks:

  1. Sets the voice channel to RTMS.

    In Control Hub, navigate to Services > Contact Center > Settings > Service Details and review the Voice Channel field. The voice channel field displays RTMS as the new platform option.

  2. Clears all the tenant configurations on the Webex Calling Integrated platform.

  3. Clears all the Webex Calling-related fields in Webex Contact Center.

After the post-upgrade workflow, the tenant no longer has access to the Webex Calling Integrated platform.

Before you begin:

Contact Cisco Solution Assurance to enable access to the post-upgrade workflow. The team lets you know when you can start.

To perform post-upgrade cleanup:

1

Access Control Hub.

2

Navigate to Services > Contact Center > Settings > Voice.

3

In the RTMS Upgrade section, click Start to start the post-upgrade cleanup.

This cleanup clears all the resources on the Webex Calling Integrated platform, deletes the configuration, and completes the upgrade.
4

In the RTMS Post-Upgrade Cleanup window, wait for the cleanup to complete and click Close after you see the message The post-upgrade cleanup is now complete. This tenant has now been successfully upgraded to RTMS voice platform. Alternatively, you can click Continue in background. When the upgrade is complete, the status appears in the RTMS Upgrade section.


 

After the post-upgrade cleanup completes, the RTMS Upgrade feature is disabled.