DEPLOYMENT CONTACT CENTER UnifiedCCX To WebexCC

CONTACT CENTER
Transitioning from Unified

Contact Center Express to
Webex Contact Center
Deployment Guide
December 15, 2020

© 2020 Cisco – CTG TME
Contents
Contents
CONTENTS .................................................................................................................................... 2
WHAT’S NEW IN THIS GUIDE ......................................................................................................... 4
INTRODUCTION ............................................................................................................................. 5
TARGET AUDIENCE ........................................................................................................................... 5
OVERVIEW ....................................................................................................................................... 5
CORE COMPONENTS .................................................................................................................... 9
ROLES OF THE COMPONENTS INVOLVED .............................................................................................. 9
TRANSITION ................................................................................................................................ 11
OVERVIEW OF THIS TRANSITION DEPLOYMENT GUIDE ........................................................................... 11
PRE-TRANSITIONS STEPS AND CONSIDERATIONS ................................................................................ 12
1. Understand security requirements. ................................................................................. 12
2. Conduct a licensing assessment. .................................................................................... 12
3. Review existing contact center configuration. ................................................................. 14
4. Perform network readiness assessment. ........................................................................ 15
5. Determine call recording requirements. .......................................................................... 16
6. Understand PSTN options ............................................................................................... 16
Cisco Provided Bundled PSTN (Option 1) .................................................................... 18
Service Provider (Option 2) .......................................................................................... 19
Bring Your Own PSTN (BYO PSTN) (Option 3) ............................................................. 20
Bring Your Own PSTN (BYO PSTN) with Local Gateway (Option 4) .............................22
Cloud Connected PSTN with Webex Calling (Option 5) ...............................................23
7. Understanding differences between UCCX and Webex Contact Center .........................24
Terminologies .............................................................................................................. 24
Administration .............................................................................................................. 26
User Experience........................................................................................................... 27
Reporting Considerations ............................................................................................. 29
3rd party integrations .................................................................................................... 32
TRANSITION STEPS AND CONSIDERATIONS ......................................................................................... 32
1. Order Webex Contact Center ......................................................................................... 33
2. Implement required network and firewall changes ..........................................................33
3. Prepare Webex Control Hub for directory integration and user provisioning ...................33
Add and verify organization domain(s) ......................................................................... 34
Claim Organization domain(s) ...................................................................................... 34
Setup SSO ................................................................................................................... 34
Suppress automated user email invitation .................................................................... 35
4. Enable Directory Connector integration........................................................................... 36
5. Provision users for Webex Contact Center ..................................................................... 36
6. Configure dialed number (DN) for Webex Contact Center call routing ............................37
7. Configure agent settings (Teams, Agent Profile, Skill Profile and Multimedia Profile) ......38
8. Configure call routing ...................................................................................................... 41
UCCX performing call distribution ................................................................................ 42
© 2020 Cisco – CTG TME Collaboration Transitions – Contact Center: Transitioning from Unified CCX to Webex CC PAGE 2
Contents
Overview ................................................................................................................. 42
Configurations needed on your on-premises servers .............................................44
Configurations needed on Webex Contact Center ..................................................47
CUBE performing call distribution................................................................................. 55
Overview ................................................................................................................. 56
Configurations needed on your on-premises servers .............................................57
Configurations needed on Webex Contact Center ..................................................59
9. Transition agents to Webex Contact Center ................................................................... 62
10. Transition fully to Webex Contact Center ........................................................................ 62
POST TRANSITION STEPS AND CONSIDERATIONS ................................................................................ 64
1. Replace BYO PSTN with Cisco Bundled PSTN service....................................................64
2. Replace your Unified CM with Webex Calling. ................................................................ 65
3. Consider omni-channel capabilities for Webex Contact Center. .....................................66
4. Enable ASR / TTS integrations. ....................................................................................... 67
5. Enable 3rd party integrations with custom connectors. ....................................................68
6. Integrate with CRMs using CRM connectors. .................................................................. 68
7. Leverage contact center artificial intelligence (CCAI). .....................................................69
8. Utilize Webex Experience Management. ......................................................................... 69
9. Take advantage of Workforce Optimization for workforce and quality management. ......70
10. Enable outbound campaigns option. ............................................................................... 71
REFERENCES ............................................................................................................................... 72
Licensing ................................................................................................................................ 72
Contact Center ....................................................................................................................... 72
Directory and Identity .............................................................................................................. 73
Webex Calling......................................................................................................................... 73
Collaboration Transitions......................................................................................................... 74
What’s New in This Guide
What’s New in This Guide

Table 1 provide a historical list of updated and new topics added to this guide.
Table 1. Unified CXX to Webex Contact Center Transition Deployment Guide Publication History
Updated or New
Date Update Details and Location
Topics
December 8, Initial document
Initial release
2020 publication
Minor updates to text and illustrations to clarify flows
Topics based on feedback made throughout document.
December 15,
throughout
2020
document Updates to documentation references to point to
latest versions.
Introduction
Introduction
This document will assist in understanding the transition path from Cisco Unified
Contact Center Express (UCCX) to the Cisco Webex Contact Center platform. This will
be a general overview, providing subject matter to consider as you evaluate a migration
from a purely on-premises UCCX contact center deployment, to a hybrid UCCX and
Cisco Webex Contact Center environment, and then perhaps ultimately to a purely
Cisco Webex Contact Center environment.
General discussions are included within this document, and for the deeper
configuration documentation needed for either the UCCX or Webex Contact Center
systems, there are links to other documentation or mentions of inline Help screens
where necessary throughout this document to assist with information capturing and or
feature implementation.
Note: Because details here are subject to change, please make sure you have
downloaded the latest version of this document from https://www.cisco.com/go/ct.
Target Audience
This transition deployment guide is intended to be used by teams or individuals with
experience configuring and administering Unified Contact Center Express (UCCX) and
Webex Contact Center.
This guide assumes that the reader has a basic understanding of the benefits of cloud
solutions when making this transition, and what the differences are when moving from
on-premises contact center to the cloud. Before proceeding, ensure you have
reviewed and are familiar with the information available in the contact center transition
map Transitioning from Unified Contact Center Express to Webex Contact Center
available at https://www.cisco.com/go/ct.
Overview
With the growth in cloud-based collaboration services, more and more customers are
looking to move their existing contact center workloads to the cloud, given the
promises of reduced total cost of ownership, simplified management, increased
scalability and continuous feature delivery. As customers make the transition from on-
premises contact center to cloud solution, it is important to understand what the
transition entails and the steps required to make the transition.
Webex Contact Center is a unified, omni-channel cloud solution for your contact
center. Built from its foundation as a cloud solution, Webex Contact Center brings your
Introduction
business innovation, flexibility, and the agility of the cloud, with security and scalability
at its core. With its cloud-based subscription model, Webex Contact Center enables
rapid time to market and rapid time to new revenue, while minimizing upfront capital
investment. It also allows you to centrally manage and administer the environment,
while improving customer experiences and optimizing business results.
The purpose of this document is to provide transition guidance for customers

specifically looking to move from an on-premises UCCX deployment to Webex Contact
Center in the cloud.
As shown in Figure 1, a typical deployment of a UCCX and collaboration environment

includes many different collaboration infrastructure components on the network: a call
control platform, an edge platform, hardware and software agent calling endpoints, the
contact center platform, and in some cases even conferencing and scheduling
platforms.
In the Cisco architecture, this would include Unified Communications Manager (Unified
CM) for call control, UCCX for contact center routing, Cisco Unified Border Element
(CUBE) for edge services, Cisco Meeting Server / Meeting Management (CMS/CMM)
for on-premises conferencing, Unity Connection for voice messaging, and end-user
facing IP endpoints such as desk phones (for example, IP Phones and Webex DX) and
software endpoints (Jabber). These components may vary slightly in some
environments, but this is the starting point for the transition described in the rest of this
document.
Figure 1. Before: On-Premises Collaboration Architecture including Contact Center Express
Table 2 lists the key elements of the on-premises architecture prior to transitioning to
Webex Contact Center in the cloud.
Introduction
Table 2. On-Premises Collaboration Infrastructure including Cisco UCCX
Product Description
On-premises call control providing device

Cisco Unified CM
registration and call routing services.
On-premises contact center platform for SMB

customers providing call queuing, interactive voice
Cisco Unified CCX
response (IVR) treatment, scripting, and intelligent
call routing services.
Edge infrastructure providing connectivity to the

Cisco Unified Border Element
PSTN cloud for external call routing and IP session
(CUBE)
border control for IP calling traffic.
Call routing engine which aggregates SIP-based

Cisco Unified SIP Proxy
network elements for easier centralized routing.
(CUSP)
[Optional]
On-premises voice messaging platform providing

Cisco Unity Connection voicemail and unified messaging capabilities.
[Optional]
Cisco Meeting Server (CMS),

On-premises voice, video, and web conferencing
Cisco Meeting Management
infrastructure, providing multipoint meetings,
(CMM), and Cisco
meeting management and scheduling capabilities.
Telepresence Management
[Optional]
Suite (TMS)
Customers who wish to start leveraging cloud contact center solutions should consider
Webex Contact Center. This cloud contact center service allows the customers to
leverage the Cisco Webex global architecture for scalability and connectivity.
As illustrated in Figure 2, customers who have an on-premises Unified CM and UCCX

may choose to transition this architecture to cloud Webex Contact Center, while
retaining on-premises Unified CM for phone registration and call routing. The decision
needs to be made based on customer’s functionality requirements.
Introduction
Figure 2. On-Premises UCCX Transition to Cloud-based Webex Contact Center Decision
Customers that have the following conditions should consider carefully before making
the decision to embark on this transition:
 Stringent data privacy policies.

 Unreliable internet access.
 Compliance requirements for on-premises or on-country media recording and
storage.
 A need to continue using on-premises UCCX for historical reporting data.
 A need to continue to integrate complex or numerous on-premises custom
integrations with other solutions.
Core Components
Core Components
Roles of the Components Involved
The target architecture for this migration includes a few new components. These new
components include the Webex Contact Center service, Directory Connector for
identity integration, Webex Contact Center Portal for configuration and administration of
Webex Contact Center and Webex Control Hub for administration of users.
As shown in Figure 3, the new components (Webex Contact Center and Directory
Connector) are added to the existing on-premises deployment environment.
Figure 3. After: Webex Contact Center Architecture
Table 3 lists the new elements of the architecture after transitioning to Webex Contact
Center
Table 3. After: Webex Contact Center Infrastructure Components
Product Description
Cloud-based contact center service delivered from

Cisco Webex Contact
Cisco Webex platform providing queuing, IVR
Center
treatment and intelligent call routing capabilities.
Windows application running on a Windows domain

machine providing identity synchronization between
Cisco Directory Connector
enterprise Active Directory and the identity store of
the Webex organization.
Cisco Webex Contact Cloud-based configuration and administration tool for

Center Portal Webex Contact Center.
Core Components
Cloud-based configuration and administration tool

Cisco Webex Control Hub integrated with Webex Contact Center and other
elements of the Cisco collaboration portfolio.
This is a legacy element of the Webex Contact

Center environment that is a routing point for all IP
Voice Point of Presence
voice traffic. This element will not be required in
(vPOP)
some of the architecture options discussed within this
document.
Transition
Transition
Overview of this Transition Deployment Guide
This document describes a phased transition in two parts. As shown in Figure 4, the
initial transition phase (Phase 1), results in a hybrid deployment where some queues
and agents are transitioned to Webex Contact Center, and the rest remain on the
existing UCCX. The final transition phase (Phase 2), results in a purely cloud hosted
contact center environment, where all the contact center queues and agents are fully
transitioned to Webex Contact Center.
It is important to understand that during the hybrid phase (phase 1) as well as after the
final transition (phase 2) to pure cloud contact center, the agent devices continue to
register to on-premises Unified CM for call processing.
Note: This document does not cover transitioning call control from on-premises Unified
CM to cloud Webex Calling.
How long an organization takes to transition to Webex Contact Center fully will vary on
multiple factors. Some of them include time needed to train the contact center
agents/supervisors, feature parity between UCCX and Webex Contact Center, and
configuring all necessary call routing scripts. This document covers both the hybrid
(Phase 1) and full transition (Phase 2) phases of a migration.
Figure 4. Phased Contact Center Transition: Hybrid and Cloud
Transition
This section covers the pre-transition preparation steps, the transition implementation
steps, and the post-transition steps to be considered for this workflow transition.
Pre-Transitions Steps and Considerations

Below is a summary of pre-transition items/steps to consider when performing the
transition from UCCX to Webex Contact Center.
Prior to embarking on a transition, in order to determine the feasibility and potential

modifications required, it is important to consider aspects of your existing environment.
Likewise, you must understand the key elements of the Webex Contact Center offer in
comparison with the existing on-premises deployment.
1. Understand security requirements.
Understanding the security requirements when transitioning to cloud is one of the

vital steps in the transition process. Engage your security and risk assessment team
as a first step when you are considering transitioning to cloud. Understand all the
regulatory compliance and certifications in place for Webex Contact Center to
protect your data and ensure that they comply to your organization requirements.
The other key aspect to understand when it comes to security in the system is
understanding what contact center data is stored in the Webex cloud. Webex
Contact Center stores the following five data types:
 Call Detail Records

 Connected Agent Records
 Agent Desktop Data
 Call Variables stored by IVR
 Call Recordings
For more specific details on how Webex Contact Center handles personal data,
certifications and compliance, consult the Webex Contact Center Privacy Data
Sheet available at
https://trustportal.cisco.com/c/dam/r/ctp/docs/privacydatasheet/collaboration/cisco
-customer-journey-privacy-data-sheet.pdf.
2. Conduct a licensing assessment.
Webex Contact Center is licensed using Flex licensing. Understanding the current
licensing structure of an existing on-premises deployment is a key consideration in
Transition
this migration. Cisco Collaboration Flex Plan Contact Center is a single subscription
model that gives you access to Cisco contact center products with the flexibility to
migrate from one deployment model to another at your own pace, when you are
ready.
You will need to perform a license assessment of the following areas of your
existing on-premises UCCX solution.
 Platform
The ability to fully articulate what is currently licensed on your core platform will
be critical when working with your accounts team or partner to determine the
best path to Flex licensing. Table 4 summarizes some of the information
needed when evaluating your Flex licensing needs.
Table 4. Platform Licensing Information to Capture
Information Comment
UCCX provides enhanced or premium licensing.

Capturing this information is important and will
Enhanced or Premium
help you understand if you need basic contact
package
center features or advanced features when
migrating to Webex Contact Center.
Webex Contact Center offers Flex licensing.

Licenses are purchased based on agent
Agent seat licenses counts, therefore knowing the number of agent
seat licenses is vital when having conversations
with your account team and/or the partner.
Evaluating if you need any additional features

Outbound dialer
such as an outbound dialer is critical.
Evaluate the number of interactive voice

response (IVR) port licenses required to be sure
IVR port licenses to obtain the proper number in your Webex
Contact Center environment to meet your IVR
needs.
Transition
Workforce Optimization is also a cloud offering.

If you need WFO service, you need to start
Workforce Optimization
evaluating transitioning this to cloud Webex
(WFO)
Workforce Optimization along with Webex
Contact Center.
For more information refer to Cisco Collaboration Flex Plan Contact Center
Data Sheet available at
https://www.cisco.com/c/en/us/products/collateral/unified-
communications/cisco-collaboration-flex-plan/datasheet-c78-741220.html.
 Cisco Unified Border Element (CUBE)
Because CUBE is required for PSTN access for this transition, CUBE licensing
must also be considered. For more details on CUBE licensing, refer to the
CUBE Data Sheet available at
communications/unified-border-element/data-sheet-c78-
729692.html#Licensing.
3. Review existing contact center configuration.
Understanding how your UCCX deployment is configured is very critical when

determining the best path to migrate to Webex Contact Center.
Table 5 summarizes some of the key considerations when reviewing your UCCX
configuration.
Table 5. Existing UCCX Configuration Information to Capture
Information Comment
Evaluate the number of teams and queues
Queues configured configured in your UCCX system. This helps you
when evaluating your phased transition approach.
This helps you understand the network bandwidth

Concurrent agents and
requirements and situations that may create overage
supervisors
charges, if any.
Transition
Do I need chat and email functionality? If you don’t

currently support contact center chat and email in
Non-voice channel your existing UCCX deployment, you may not
configurations require premium agent licenses in Webex Contact
Center. This needs to be evaluated before the
transition.
Are there any 3rd party integrations with on-premises

Contact Center Express? If yes, where are they
hosted? 3rd party integration traffic needs to be
3rd party integrations
considered when calculating network requirements.
If they are hosted in a cloud, then cloud-to-cloud
connectivity needs to be tested.
This is an add-on license in Webex Contact Center.

Knowing whether ASR/TTS (Automatic Speech
ASR/TTS requirement Recognition / Text to Speech) service is needed,
helps you evaluate the Flex license that needs to be
purchased.
Call Recording is an important consideration for a

contact center. Since most contact centers have
Agent call recording various compliance requirements with respect to call
recording and storage, understanding your existing
UCCX setup is vital.
4. Perform network readiness assessment.
You will need to consider your existing service provider data connections (MPLS,
SD-WAN, and so on) and generally plan for direct internet access at each location
within your deployment. Because you will be consuming cloud-based services,
reliable Internet connectivity with sufficient bandwidth is a base requirement.
You should reconsider making this transition to a cloud-based contact center if your
organization locations’ internet connection(s) are not generally reliable, have less
than adequate upstream and downstream throughput, or have high latency issues
currently. Some application integrations run on their own vendor cloud, so verifying
cloud-to-cloud connectivity is also important.
All call legs are anchored on the Webex Contact Center vPOP CUBE/Access SBCs.
For this reason, it is vital that all the call legs and number of concurrent calls for your
Transition
deployment are considered for bandwidth calculations. VoIP industry standards

dictates latency be <150ms end-to-end, jitter <30ms, and packet loss <1%. While
not a formal bandwidth calculator, you can use the Webex Network Test Tool
available at https://mediatest.ciscospark.com/#/main/ to evaluate the speed and
performance of your network location.
You can also use the following general formula when calculating the required audio
call bandwidth:
(Number of expected concurrent calls) * (Bandwidth per call based on codec) =

(Required network throughput)
For example, if you decide to keep your call control on-premises (Unified CM), the
only supported codec between an on-premises CUBE and the Webex Contact
Center vPOP is the G.711 codec, requiring 80 kbps. So, the formula would be:
(Number of expected concurrent calls) * 80 kbps = (Required network

throughput)
Note: The bandwidth calculation example considered above does not account
for video calls.
When calculating desktop bandwidth consumption, you will also need to consider
Management Portal traffic, Analyzer traffic, Agent Desktop, video chat and 3rd party
cloud applications and integrations.
5. Determine call recording requirements.
Call Recording is offered by Jukebox (a Cisco call recording solution). All the
recorded media is securely kept in the cloud. By default, the recordings are stored
in the cloud for 3 years. If your business or industry compliance and regulations
require that stored/recorded media be kept on-premises or in your country of
deployment, you should work with your Cisco account team and/or partner to
understand other available options.
6. Understand PSTN options
When it comes to PSTN access for Webex Contact Center, it is important to

understand the following considerations:
 PSTN is required for off-net calling
Transition
 Cisco itself never supplies the PSTN, as that would be provided by 3rd party
carriers
There are multiple options when choosing PSTN service. Consider all the available
PSTN options before selecting the option that best suits your organization.
Note: Understanding all available PSTN options before making a choice is a very
important step. You cannot change the PSTN option once it is configured for a
tenant.
As shown in Figure 5, there are five different options for PSTN service.
Figure 5. All 5 PSTN Options
Though most of the steps/requirements for this transition remains the same
irrespective of the PSTN option chosen, some of the requirements may vary (such
as network bandwidth requirement, CUBE licenses, and so on).
If you decide to transition only the contact center service to the cloud and maintain
call control on-premises (Unified CM), then only PSTN options 1 (Cisco-provided
Bundled PSTN), 2 (Service Provider partners), and 3 (Bring Your Own PSTN (BYO
PSTN) with CUBE) apply.
Note: This document only discusses details for the transition from UCCX to Webex
Contact Center using Bring Your own PSTN (BYO PSTN) with CUBE and on-
premises Unified CM call control (option 3).
If you decide to transition your calling to cloud Webex Calling platform along with
the transition to Webex Contact Center, options 4 (Bring Your Own PSTN (BYO
Transition
PSTN) with Local Gateway (LGW)) and 5 (Webex Calling Cloud Connected PSTN
(CCP)) are the available PSTN options.
The call flow and signaling varies depending on which PSTN option you choose and
each of them are discussed in the sub-sections below.
Webex Contact Center without Webex Calling - PSTN Options (Options 1, 2 and 3)
Cisco Provided Bundled PSTN (Option 1)

This add-on is a Cisco provided, flat rate PSTN calling service for Webex Contact
Center. This service includes local number access into Webex Contact Center plus
PSTN termination of the call to the agent. It also offers toll-free access into Webex
Contact Center. Some of the advantages with Cisco PSTN are:
 It is comprised of Cisco-vetted and managed PSTN carriers.

 You receive a single invoice for both PSTN services and agent subscriptions.
 Cisco manages porting your existing numbers and/or acquiring new numbers.
Note: Cisco Provided Bundled PSTN is currently only available in US and Canada
regions. Toll-free access into Webex Contact Center is only available in the US.
Figure 6 shows the PSTN signaling and RTP flow with Cisco provided bundled
PSTN.
Transition
Figure 6. Cisco Provided Bundled PSTN Signaling and RTP Flow
Service Provider (Option 2)

Cisco has partnered with multiple Service Providers who offers PSTN service into
Webex Contact Center. The Service Provider’s call control, provided via a branded
Broadworks call control service, will terminate calls within the Service Provider’s
network. The service provider will have a CUBE within their environment that will
then allow extension of their network into Webex Contact Center’s traditional vPOP
deployment, which also includes a CUBE providing the connection to the Webex
Contact Center’s calling services. Agent call termination is still offered through
PSTN in this call flow.
Note: The type of Cisco phones that can be registered via Broadworks can be seen
in the Broadworks Support Quick Start Guide available at
https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cuipph/MPP/commo
n/bsqsg/MPP-Quick-Start-Guide-V1_1.pdf.
Figure 7 shows the PSTN signaling and RTP flow in this scenario.
Transition
Figure 7. Cisco Service Provider Partners Signaling and RTP Flow
Bring Your Own PSTN (BYO PSTN) (Option 3)

With BYO PSTN, you can bring your existing direct access PSTN connectivity. This
PSTN option terminates in your corporate network and is then extended to Webex
Contact Center cloud via VoIP (voice over IP). In this setup, the on-premises CUBE
acts as a gateway between the PSTN network and Webex Contact Center. Network
considerations discussed earlier in this document play a key role when choosing this
PSTN option, as the agent leg traverses the existing corporate data connections
(SD-WAN, MPLS, and so on).
Figure 8 shows the BYO PSTN Signaling and RTP flow.
Transition
Figure 8. BYO PSTN Signaling and RTP Flow with CUBE
Webex Contact Center with Webex Calling - PSTN Options (Option 4 and 5)
Webex Contact Center with Webex Calling offers customers both Cisco’s cloud
calling and cloud contact center capabilities together, entirely as Software as a
Service (SaaS) offer.
As a cloud-based subscription, it helps in minimizing your upfront capital

investment, enables rapid time to market, reduces administrative overhead by
having single pane of glass (SPOG) administration and management and brings your
business the innovation and agility provided by the cloud. Webex Calling is a
complete enterprise-grade Cisco cloud calling solution offered through a flexible
subscription model.
You could choose to keep both Unified CM and Webex Calling as your call
processing systems in parallel or adapt a phased approach and transition your
calling fully to the Webex Calling cloud offering.
Figure 9 shows the PSTN connectivity options specifically available for Webex
Calling. Customers have an option of bringing their own PSTN under BYO PSTN or
to opt for Cloud Connected PSTN (CCP).
Transition
Figure 9. Webex Calling PSTN Connectivity Options
Cisco provides the option to bring your own PSTN (BYO PSTN) which is terminated
on a Local Gateway (LGW). The Local Gateway is an essential component if you are
switching to Webex Calling. The Local gateway platform must be either a Cisco
Integrated Services Router (ISR) 4000 series, Cisco 1100 ISR series, or Cloud
Services Router (CSR1000v) series.
There are multiple factors to consider when you switch from Unified CM to Webex
Calling including specific network requirements and dial-plan changes which are
critical to this transition.
To understand how to transition to cloud Webex Calling and to review information

on a phased transition plan from Unified CM to Webex Calling, please refer to the
deployment guide named Transitioning from Unified CM to Webex Calling
Deployment Guide available at
https://www.cisco.com/c/dam/en/us/td/docs/solutions/PA/mcp/DEPLOYMENT_CA
LLING_Unified_CM_to_Webex_Calling.pdf.
The sub-sections below discuss two additional PSTN options available with this
transition.
Bring Your Own PSTN (BYO PSTN) with Local Gateway (Option 4)
As shown in Figure 10, you can use your existing PSTN connection and the Local
Gateway functionality to extend a connection to the Webex Contact Center cloud.
The Local Gateway relies on a SIP connection, or trunk, to communicate with the
PSTN (in case of IP-based PSTN connections).
Transition
To connect to Webex Calling in the cloud, it communicates via secure SIP TLS to
Cisco Webex Calling service. This connection is anchored at a Webex Calling
cloud-hosted Access Session Border Controller (SBC), which services as a gateway
to cloud calling services. For this reason, network bandwidth calculations are
critical.
Figure 10. BYO PSTN Signaling and RTP Flow with Local Gateway
Cloud Connected PSTN with Webex Calling (Option 5)

Cloud Connected PSTN (CCP) is a cloud-based option for PSTN access for Webex
Calling endpoints (see Figure 11). PSTN access is facilitated by a cloud PSTN
provider. If you transition to all cloud services including Webex Calling and Webex
Contact Center, then there will not be a requirement for on-premises equipment
(except IP phones) as PSTN access will be facilitated by the cloud PSTN provider.
Webex Contact Center with Webex Calling will provide ‘on-net’ calling to agent
devices, which provides additional savings.
Transition
Figure 11. Webex Calling and Cloud Connected PSTN (CCP) Signaling and RTP Flow
To get the list of all Cloud Connected PSTN providers refer to the Global availability
and Cloud Connected PSTN options for Cisco Webex Calling posting on Cisco
Communities available at https://community.cisco.com/t5/collaboration-voice-and-
video/global-availability-and-cloud-connected-pstn-options-for-cisco/ta-
p/3916211.
In addition, Webex Calling’s country availability can be found in the Where is Cisco
Webex Available article available at https://help.webex.com/en-us/n6fwepj/Where-
is-Cisco-Webex-Available#id_98285.
7. Understanding differences between UCCX and Webex Contact Center
Terminologies
When you transition to Webex Contact Center, there are few new terminologies that
you need to get familiarized with. Table 6 lists some of the most common Cisco
Webex Contact Center terminologies, and the corresponding Cisco Contact Center
Express (UCCX) terminologies.
Transition
Table 6. Most Common Webex Contact Center and Corresponding UCCX Terminologies
Terminologies Comment
Used to store the caller or agent entered data which can

Call Associated Data be used in routing scripts. The corresponding
(CAD) terminology in UCCX is Call Variables and Expanded Call
Context (ECC) Variables.
Used to map a Dialed Number Identification Service

(DNIS) within Webex Contact Center. Entry point is then
Entry Point associated to a routing strategy for call
treatment/queuing. The corresponding terminology in
UCCX is Trigger.
Associates an Entry Point to Flow Control Script and

Routing Strategy agent team for omni-channel routing. This corresponds
to an Application in UCCX.
This is the new drag-and-drop UI within Webex Contact

Flow Control Center, which is used to configure your call routing
script. This corresponds to UCCX Script Editor.
Used as voice prompt manager. This corresponds to

Resource Files
prompt Repository in UCCX.
Skill Profile is a group of Skill Definitions which are

associated with agents for their individual skill definition.
Skill Profile
This is similar to Skill Groups or Contact Service Queues
within UCCX.
A Team carries the same definition in both UCCX and

Webex Contact Center. It is a grouping of agents who
perform similar activity. The key difference is, in Webex
Team Contact Center a Team is associated with a Routing
Strategy and is used for call distribution to agent.
Whereas, in UCCX, Team just carries agents and is not
used for call distribution.
Used for call queuing/call waiting in Webex Contact

Queue Center. This corresponds to Contact Service Queue in
UCCX.
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The call routing and call distribution flow within Webex Contact Center are very
similar to UCCX. Figure 12 shows the high-level configuration flow between both
Webex Contact Center and UCCX for a call to reach the agent.
When a call reaches the Webex Contact Center, the system matches the incoming
DNIS to an Entry Point. The Entry Point acts like a trigger (Route Point) in UCCX and
associates the call to a Routing Strategy. The Routing Strategy checks for time-of-
day routing and verifies for business hours to see if the contact center is open
currently. If the call has been delivered during open business hours, it routes the call
to Flow Control script associated with Routing Strategy. Flow Control script is similar
to a UCCX script editor script, where you define the call treatment and queuing.
When the agent becomes available, the call is moved to a queue Routing Strategy
which contains the agent teams and call distribution logic to forward the call to an
agent phone.
Figure 12. Configuration Flow Comparison between Webex Contact Center and UCCX
Administration
Webex Contact Center administration is done on two portals:
1. Webex Control Hub.
Webex Control Hub serves as a central hub to configure and administer Webex
Contact Center. Administrators can utilize Webex Control Hub to configure
users, integrate the system to corporate Active Directory (using Directory
Connector), add PSTN extensions/DIDs to the system, configure chat templates,
integrate with Google Dialogflow for artificial intelligence integrations and
manage other collaboration portfolio components such as Webex Calling, Webex
Meetings, and so on.
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Webex Control Hub is also used to configure connectors in Webex Contact

Center. You have options to setup a Salesforce connector, a connector for
Webex Experience Management integration, a Google Connector for Text-to-
Speech (TTS) service, as well as any custom connectors that you would like to
configure for use within your call routing scripts.
2. Webex Contact Center Management Portal.
All other advanced configurations pertaining to Webex Contact Center are

carried out on Webex Contact Center Management Portal. Administrators will
use the Management Portal for configuring user profiles, multimedia profiles,
sites, teams, routing strategy, and so on.
For more information on Webex Contact Center Management Portal refer to the
latest Cisco Webex Contact Center Setup and Administration Guide available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_
center/CJP/SetupandAdministrationGuide_2/b_mp-release-2.html.
Administrators will need to get familiarized with the new scripting tool available in
Webex Contact Center, called the Flow Control Designer. This will be vital for
creating call routing scripts in the system. Flow Control is event-based routing
tool where administrators can configure a flow (script) based on an event.
For example, a new call coming into the system is considered an event and
administrators can configure a flow for this specific event. Since this is event
based, administrators can leverage Flow Control Designer to configure flows
based on multiple events like HTTP requests, new call, Kafka messages, and so
on.
User Experience
The Webex Contact Center Agent Desktop has been developed to provide the
same look and feel that their on-premises Finesse Desktop provided, thereby
providing for a short learning curve. Agents will have the same “page” and “tab”
approach that they are used to within their new Webex Contact Center desktop, and
administrators can configure their own custom gadgets/widgets and add them to
specific team layouts.
The Agent and Supervisor experiences change slightly when you transition from a
on-premises UCCX to the cloud-based Webex Contact Center. Agents will need to
be trained on phone control with the Webex Contact Center agent desktop,
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login/logout procedures, status changes, outbound dialing, and so on during this

transition.
Refer to Figure 13 and Figure 14 for a comparison of the look and feel of the
existing Finesse agent desktop used with UCCX and the new Webex Contact
Center agent desktop.
Figure 13. Existing Finesse Agent Desktop
Figure 14. New Webex Contact Center Agent Desktop
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For more information on Agent Desktop refer to Cisco Webex Contact Center Agent
Desktop User Guide available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_cen
ter/webexcc/desktop_20/webexcc_b_20-desktop-user-guide/cjp_b_30-cisco-
webex-contact-center-agent_chapter_00.html.
Reporting Considerations
Reporting in a contact center plays a key role in understanding critical operational
metrics. They provide crucial insights about your contact center and help
administrators understand some of the metrics like average handled time, agent
login/log out time, percentage of abandoned calls, service level commitment
thresholds, and so forth. Administrators and supervisors also rely on historical
reporting and workforce optimization analytics, to determine if their teams are
staffed adequately to handle the projected contact center traffic, understand skill set
gaps within their teams, and to assess and recommend possible training
requirements for their agents.
In UCCX, Cisco Unified Intelligence Center (CUIC) provides the interface to interact
with the UCCX system and run necessary real time and historical reports. The single
sign-on feature in UCCX and CUIC helps supervisors to login to the same CUIC user
interface (UI) where they can review just their own teams’ data and run reports. The
authentication and authorization mechanism offered by single sign-on with CUIC
helps administrators to differentiate the permissions for each user within the contact
center system, so they have access to run their specific team reports.
When you transition to Webex Contact Center, your administrators will need to
familiarize themselves with the new Webex Analyzer interface which is used for
reporting. This will replace the on-premises Cisco Unified Intelligence Center (CUIC)
reporting and offers traditional operational metrics as well as advanced business
analytics, that go beyond what CUIC offers. The Analyzer mines real-time and
historical data from multiple data sources and systems to generate specific business
views of the data. Analyzer’s standard visualizations tie traditional operational
metrics together with business metrics, providing visibility across both the
operational and business performance indicators within a single, consolidated
dashboard/view.
For more information on Analyzer, you can refer to the latest Cisco Webex Contact
Center Analyzer User Guide available at
ter/webexcc/Analyzer_1/b_analyzeronlinehelp1_0.html.
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UCCX offers customers and administrators ability to run both CUIC and Analyzer
reporting for the UCCX platform, so they can familiarize themselves with Analyzer’s
user interface and its advanced capabilities. In this hybrid reporting deployment,
administrators can leverage the Cloud Connect service available in UCCX release
12.5 to integrate their on-premises UCCX system to the cloud Webex Analyzer.
Once the system is integrated, UCCX sends the abandoned call records to Analyzer
and administrators can utilize the default reports and dashboards available to view
the abandoned call metrics. This helps administrators to get a feel of Analyzer and
understand how it mines data. Additional valuable dashboards will be introduced
and made automatically available to you over time as the Analyzer is updated within
the cloud.
Figure 15 shows the cloud connect service with UCCX and its connection to Webex
cloud.
Figure 15. Cloud Connect Service in UCCX Providing Connectivity to Webex Cloud
Note: Although not depicted in Figure 15, high availability is recommended.
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Currently it is not possible to move on-premises UCCX reporting data to cloud

Webex Contact Center. Though cloud connect service does offer this capability,
currently it is restricted to call abandoned information and does not extend to any
other data. Also, the way data is categorized in UCCX and Analyzer differs,
therefore, currently there is not a direct 1:1 to mapping between UCCX and
Analyzer reports. Table 6 and Table 7 below give an idea of how the data is added
into the UCCX and Analyzer database tables.
Table 7 shows the basic call activity and record activity at each stage of the call in
UCCX system. The call details are categorized into five main tables in UCCX: Agent
Connection Details (ACDR), Agent State Detail (ASDR), Contact Call Detail (CCDR),
Contact Queue Detail (CQDR), and Contact Routing Detail (CRDR).
Table 7. Understanding UCCX Reporting
Call Activity Detail Record Activity
Call reaches CTI Port Session allocated begins CCDR in memory
Call executes the Setup

Begins CRDR and CQDR memory
Resource step
System selects agent Begins ACDR in memory, writes ASDR to
and rings phone change agent state
Agent Answers Writes ASDR (talking)
Call Disconnects Writes CRDR, CQDRs, ASDR (work)
Agent leaves work state Writes ACDR, CCDR and ASDR (ready)
Table 8 shows the basic call activity and record activity at each stage of the call in
Webex Contact Center system. The call details are categorized into four main
tables: Agent Activity Record (AAR), Agent Session Record (ASR), Customer
Activity Record (CAR), and Customer Session Record (CSR).
Table 8. Understanding Webex Contact Center Reporting
Call Activity Detail Record Activity
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Call reaches Entry Point Session allocated in CSR
Call assigned to a queue CAR and CSR records
System selects agents

ASR, AAR and CSR are updated
and rings phone
Agent Answers Writes ASR and AAR
Call Disconnects Writes CAR, ASR and AAR
Agent leaves work state Writes ASR and AAR
3rd party integrations

On-premises UCCX systems offer customers options to integrate with a wide
variety of 3rd party applications for external data dip, customer relationship
management (CRM) integration, and so on. Understand your current
setup/integration and validate if they are supported with Webex Contact Center.
Webex Contact Center offers customers options to integrate with Salesforce,
Google for TTS, as well as their own custom integrations. As part of your security
audit, consider validating if there are any security concerns with moving 3rd party
integrations to the cloud. Some integrations require cloud-to-cloud
communications.
Transition Steps and Considerations

Below is a summary of steps required for transitioning from on-premises UCCX to
Webex Contact Center in the cloud. Before proceeding you should back up your
collaboration and infrastructure systems (including UCCX), in the event that you must
back out or abandon the transition.
Note: There is currently no mechanism available for transferring existing UCCX

configuration to Webex Contact Center. All of the necessary configuration needs to be
carried out on Webex Contact Center for proper functioning of the solution. All of the
necessary steps needed to get a voice call working in this transition are explained
below.
Follow these transition steps to move from UCCX to Webex Contact Center:
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1. Order Webex Contact Center
In order to begin the transition, a Webex Contact Center organization with proper
licensing is required.
For information on ordering Webex Contact Center and licensing, start with the
Cisco Webex Contact Center Data Sheet available at
https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-
center/datasheet-c78-742822.html.
And for CUBE licenses, please refer to CUBE datasheet at

communications/unified-border-element/data-sheet-c78-729692.html#Licensing.
2. Implement required network and firewall changes
The first step in transitioning to Webex Contact Center is ensuring that there is
connectivity over the internet between the on-premises network and the Webex
cloud. Most organizations do not connect directly to the internet, but instead
connect through one or more firewalls. For this reason, it is important to understand
the traffic flows required between the on-premises network and Webex Contact
Center. Network and security administrators must understand these flows in terms
of direction, protocols, IP addresses, and port numbers so that corporate firewalls
and other network components can be configured to accommodate this traffic.
3. Prepare Webex Control Hub for directory integration and user provisioning
Before enabling directory integration between the corporate directory and the
Webex cloud identity store, the following directory integration steps should be
taken:
i. Add and verify organization domain(s).

ii. Claim organization domain(s).
iii. Set up Single Sign-On (SSO).
iv. Suppress automated user email invitation.
Each step is explained in detail below.
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Add and verify organization domain(s)

To add a domain to your Webex organization, use the Add Domain option under
Organizational Settings > Domain in Webex Control Hub
(https://admin.webex.com/). Start by entering the administrator domain and click
Add. Then find the verification token by selecting Retrieve verification token
(available by clicking the ellipsis (…) next to the domain name). This verification
token must then be added as a DNS TXT record to your DNS host. Once this is
done click Verify next to the domain. If successfully verified, you will see “Verified”
next to your domain. Repeat this process for each domain owned by your
organization.
Note: You must add and verify the administrator domain first. Failure to do so will
result in administrator lockout.
Claim Organization domain(s)

As a further security measure, claim your organization domain(s). By claiming your
domain(s), you are marking an email domain for use only in your Cisco Webex
organization. This prevents users within the claimed domain from existing in any
other organization.
To claim a domain for your Webex organization, under Organizational Settings >
Domain in Webex Control Hub (https://admin.webex.com), click the ellipsis (…) next
to the domain you have added and verified previously and select Claim verified
domain. After claiming the domain, you will see “Claimed” next to your domain.
Repeat this process for each domain owned by your organization.
Note: Once a domain is claimed, any administrator outside of your organization that
attempts to add a user with this domain will receive an error message.
For more information on adding, verifying, and claiming domains, refer to the Add,
Verify and Claim Domains article available at https://help.webex.com/en-
us/nxz79m5/Add-Verify-and-Claim-Domains.
Setup SSO
While optional, the use of single sign-on (SSO) is recommended to provide the best
end-user experience. The benefit of SSO is that a user can use a single common
set of credentials for authenticating any Webex service as well as other
collaboration and on-premises applications. With SSO, a user must provide
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credentials a single time per session in order to be authorized for any services they
are subscribed to.
To enable SSO for the Webex organization, from Webex Control Hub navigate to
Organizational Settings and scroll down to Authentication, click the Modify and then,
select the Integrate a 3rd-party identity provider (Advanced). Next, click the
Download Metadata File button to download the file for importing to your Identity
Provider (IdP).
Return to Webex Control Hub and on the Import IdP Metadata screen, drag and
drop the IdP metadata file or navigate to the file using the file browser. Next, under
Signing of Metadata (Advanced), select Require certificate signed by a certificate
authority in Metadata (more secure), (unless IdP certificate is not signed by the CA,
in which case you can select the less secure Allow self-signed certificate in
Metadata option).
Finally, test the SSO setup by clicking the Test SSO Connection button. When
prompted enter the valid SSO credentials to confirm SSO is working properly.
Assuming the test is successful, select This test was successful. Enable Single
Sign-On and click Next to complete the SSO configuration.
For more information on tested IdPs and enabling SSO for your Webex org, refer to
the Single Sign-On Integration in Cisco Webex Control Hub article available at
https://help.webex.com/en-us/lfu88u/Single-Sign-On-Integration-in-Cisco-
Webex-Control-Hub.
Suppress automated user email invitation

You should prevent automated email invitations that would be sent to users in your
organization in order to activate users without interaction. These email invitations are
not necessary and can cause confusion. These automated emails provide an initial
password (not required with SSO), request user validate their activation (not
required with verified domain), and request that users provide additional user
account details (not required with Directory Connector LDAP integration).
To prevent these automated invitations, from Webex Control Hub navigate to

Organization Settings, scroll to Enroll and toggle the Suppress Admin Invite Emails
setting to on and click Save.
Note: This option is only available when Single Sign-On is enabled.
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4. Enable Directory Connector integration
The preferred method for importing and synchronizing users between the on-
premises corporate directory and the identity store in Webex Contact Center, is to
use hybrid directory service with Directory Connector. In addition to initially
importing users into the cloud identity, it is imperative to perform regular
synchronization of user information between the corporate directory and the cloud
identity store so that the latest user information is available in Webex Contact
Center.
Directory Connector, running on a windows domain server, retrieves the user

information from the corporate Active Directory and synchronizes to the cloud
identity store using REST based APIs. This synchronization is performed at regular
intervals (manually or setup automatically) to ensure the cloud identity store is up to
date with on-premises corporate directory. Directory Connector software can be
downloaded from the Cisco Webex Control Hub and installed on a local machine.
For information on how to deploy and configure Directory Connector refer the
Deployment Guide for Cisco Directory Connector available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/spark/
hybridservices/directoryconnector/cmgt_b_directory-connector-guide-
admins.html.
5. Provision users for Webex Contact Center
After installing the Directory Connector and running the sync, all synchronized users
will now be available in Webex Control Hub. If you chose not to install Directory
Connector for LDAP directory integration with the cloud, you must add users
manually in Webex Control Hub under Management > Users. Once users are
available in Webex Control Hub use bulk update (recommended) to enable
appropriate users for Webex Contact Center, and to also assign them Webex
Contact Center Premium or Webex Contact Center Standard services.
The CSV template for this update can be downloaded from Webex Control Hub by
clicking Manage Users and selecting CSV Add or Modify Users option. To avoid
errors, you can export all users, filter out the users to modify, and then update the
settings only for a selected set of users.
In the CSV file, update the column Webex Contact Center Premium to TRUE if the
agent is a premium agent. If the agent is a standard agent, update column Webex
Contact Center Standard to TRUE. For users designated as Supervisor or
Administrator, enable the services manually from Webex Control Hub. To manually
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enable services for a user, click on the user and select the Webex Teams check box
under Messaging. Under Customer Care Contact Center select the Contact Center
check box. Under Assign License Type select Supervisor and then, Save.
For more details on adding users to Webex Contact Center refer to the Ways to Add
Users for Cisco Webex Contact Center article available at
https://help.webex.com/en-us/52ulis/Ways-to-Add-Users-for-Cisco-Webex-
Contact-Center.
Once the users are added in Webex Control Hub, they need to be synchronized
with Webex Contact Center Management Portal. This step needs to be performed
manually. To perform the manual sync, navigate to Services > Contact Center and
select Settings tab. Click on Synchronize Users under the Synchronize Users
section.
Completing the above steps will not enable contact center privileges for the
configured agents and supervisors. Our next step will be to enable Contact Center
privileges for these users in Webex Contact Center Management Portal. Before we
enable this for users in the portal, we need to configure other contact center related
settings such as Agent Teams, Skill Profile, Agent Profile and the Multimedia Profile
to assign to the agent. These are described in step 7.
6. Configure dialed number (DN) for Webex Contact Center call routing
You need to configure a dialed number in Webex Control Hub for contact center call
routing. You will map this DN to an entry point in Webex Contact Center
Management Portal for call treatment and queuing (this is discussed in step 8
Configure call routing section). To configure the DN, navigate to Services > Contact
Center > Settings in Control Hub and scroll to Telephony Settings. Under Inbound
Dial Numbers box, add your incoming dialed number DN and hit tab. Click on Add
button after entering the DN. This will move the DN to ‘Available Numbers’ section
as shown in Figure 16.
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Figure 16. DN Moved to Available Numbers after Adding in Webex Control Hub
This DN needs to be routable from on-premises CUBE to the cloud. This is

discussed in detail in step 8. Configure call routing below.
7. Configure agent settings (Teams, Agent Profile, Skill Profile and Multimedia
Profile)
Our next step is to configure agent settings in the Management Portal. These
settings are required and needed when we enable the Contact Center Enabled
privilege in Management Portal.
You can reach the Webex Contact Center Management Portal by cross launching
from Webex Control Hub. To do this, navigate to Services > Contact Center scroll to
Advanced Configuration section and click on Go to Webex Contact Center
Management Portal. You can also browse directly to the portal by typing
https://portal.cjp.cisco.com/portal/ in your browser.
Once you have navigated to the Webex Contact Center Management Portal, the first
step is to configure a Site. A site is a logical grouping of users and configurations
pertaining to a specific site or location within Webex Contact Center. In a typical
Contact Center deployment, agents are spread across different geographical
locations. You can leverage site configuration to logically group them and assign
specific configuration to a group. To configure, click on the menu icon (hamburger)
at the left of the portal ( ) > Provisioning > Site > New Site. Add a new site.
Each site is associated with a multimedia profile. But since we have not configured a
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multimedia profile yet, select the system default profile. This can be revisited once
we configure the multimedia profile.
It is recommended to configure individual sites for each geographic location so as

an admin, you can logically separate the users and assign same set of
configurations to users belonging to a site.
Next, configure Agent Profile(s). An agent profile consists of general configuration

information pertaining to an agent and can be assigned to users within Webex
Contact Center. It is a group of permissions and Agent Desktop behaviors that you
assign to specific agents. Each agent profile specifies the following permissions and
settings:
 Queue Transfers
 Agent Consult and Transfer
 Wrap up and Idle Codes
 Agent Auto Available
 Dial Number Capabilities
 Access to Agent Personal Statistics
 Agent Thresholds
 Out-dial capabilities
To configure an agent profile, navigate to the menu icon at the left of the portal
( ) > Provisioning > Agent Profile > New Agent Profile. Enable necessary
settings in the profile and Save the configuration.
The next step in our configuration flow is to enable Multimedia Profile. This setting
specifies the number of chats, emails and voice/telephone contacts that the agent
can handle simultaneously. You can assign a multimedia profile to a site, a team, or
an agent.
By default, Webex Contact Center assigns the Default_Telephony_Profile to every

site. The order of precedence is: Agent – Teams – Site. If there is no multimedia
profile assigned at an agent level, the system will look for team configuration, and if
the profile is not assigned at team level, then the system will check for the profile
configuration at the site level.
To configure a multimedia profile in the portal, navigate to the menu icon at the left
of the portal ( ) > Provisioning > Multimedia Profile > New Multimedia Profile.
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Under Media Details, select Blended, Blended Real-Time, or Exclusive depending

on your business requirement.
 Blended Media type allows agents to handle multiple contacts of different

channel types simultaneously. You can define an upper limit for each channel
type.
 Blended Real-Time allows agents to handle a contact of one real-time

channel at a time – either chat or voice. Along with this they can handle non-
realtime contacts which include email and social channels.
 Exclusive Media type allows agents to focus on one customer contact at a

time. You can select the channel types for which the agents receive contacts
in Exclusive Media type. Assign the number of simultaneous email, voice, and
chat contacts that an agent can handle under Media Details section, and then
Save the configuration.
Next, add a Skill Definition and a Skill Profile. Skill-based routing is optional in
Webex Contact Center, but it is recommended. This enables you to assign skill
requirements, such as product expertise, language fluency and so on, to the
incoming requests (call, email and chat) so they can be distributed to agents with
the matching skill(s).
Navigate to the menu icon at the left of the portal ( ) > Provisioning > Skills >
Skill Definition > New Skill Definition to configure agent skills. You can configure the
skills based on Proficiency, Enum, Boolean or Text. Once you configure a skill
definition, this can be assigned to a skill profile, which in turn can be assigned an
agent or a team. Click Save once you are done with the skill definition configuration.
Browse to the menu icon at the left of the portal ( ) > Provisioning > Skills > Skill
Profile > New Skill Profile to configure the profile and assign skill definitions to the
profile. You can assign multiple skill definitions to a skill profile.
For example, you can configure a skill profile with English language proficiency as
the highest and a foreign language at a lower proficiency. When this profile is
assigned to an agent, English speaking customer calls will be routed to this agent. If
a skill profile is assigned to a team, all agents logged in to that team are associated
with that skill profile, unless the agent is assigned a specific skill profile. Click Save
once the configuration is complete.
Our final step before enabling Contact Center Enabled privileges to users is to
configure Teams. Team is a group of users who support a specific group of
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functions. For example, a team supporting billing, a team supporting platinum

customers, and so on. A team consists of agents and is associated with a specific
site.
Note: Once a team is associated with a specific site, it cannot be changed. The
only option to move a team to another site, is to delete the team and recreate it.
To configure a team, browse to the menu icon at the left of the portal ( )>
Provisioning > Team > New Team. Associate the new team to its specific site and
associate necessary configurations like the skill profile, multimedia profile, and
desktop layout at the team level. When agents are added to a team, they inherit
these configurations if they are not explicitly mentioned at the user level.
Now, browse to the menu icon at the left of the portal ( ) > Provisioning >
Users. Select the user(s) you want to enable the Contact Center Enabled privilege
for. Once this is enabled, scroll down to Agent Settings to assign skill profile,
multimedia profile, agent profile, team and site information. In phase 1 (hybrid
deployment), enable this privilege only to users who will be logging in to Webex
Contact Center system to accept contact center calls.
Note: Once an agent is associated with a specific site, it cannot be changed.

Please take care when associating a site to an agent.
The next step in this transition is to configure call routing scripts and route calls from
UCCX to Webex Contact Center. This is discussed in the next step.
For more detailed information on configuration steps refer to the Cisco Webex
Contact Center Setup and Administration Guide available at
ter/CJP/SetupandAdministrationGuide_2/b_mp-release-2.html.
8. Configure call routing
During the transition, to allow for coexistence of both Webex Contact Center and
UCCX (temporary hybrid model), it is imperative that you decide which PSTN option
you want to go with.
The most common scenario will be for customers to leverage their existing on-
premises PSTN connectivity to route calls between UCCX and Webex Contact
Center. As noted previously, this document only discusses the details for the Bring
Your Own PSTN (BYO PSTN) option.
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With BYO PSTN, you can use the existing DID extensions which continues to initially
route all calls to UCCX, and then have UCCX decide which calls to transfer to
Webex Contact Center based on certain criteria. Alternatively, you have an option
to configure a separate dedicated Direct Inward Dial (DID) extension which routes
specific calls to Webex Contact Center. In either case, the agent phones continue to
be registered to your on-premises Unified CM for call processing during the hybrid
phase.
UCCX performing call distribution
Overview
This will be the most common flow customers will adopt during their hybrid
deployment. In this call flow, the if-and-when decision to distribute certain calls to
the cloud Webex Contact Center is made within the UCCX system.
It is recommended to have a group of agents designated as an “overflow” team,

or a completely different team outside of the UCCX configured teams and agents,
to handle these transferred calls from your on-premises UCCX system to the
cloud Webex Contact Center. Combining agents who are part of same Contact
Service Queue (CSQ)/team between UCCX and Webex Contact Center is not
recommended, as this can create reporting discrepancies and administrators
would have to refer to reports from both the on-premises and cloud contact
center platforms to get complete call and agent statistics.
You can configure your UCCX script with specific criterion for overflow decision
making. Decision-making criteria include the number of agents logged in to queue,
queue overflow, most skilled agent, and so on.
Continue leveraging your existing service provider supplied toll-free and toll
numbers to route calls to UCCX. When UCCX needs to send the call to the cloud,
you must configure an E.164 internal extension to forward them to Webex Contact
Center over your data network (Access Network). This is an advantage in terms of
cost saving, as you don’t have to purchase a new DID from service provider to
route calls to Webex Contact Center.
Figure 17 shows the call flow when we are using a hybrid model with both Webex
Contact Center and Contact Center Express.
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Figure 17. Call Flow with On-Premises UCCX and Cloud-based Webex Contact Center
The call flow is as follows:
 The initial call hits the CUBE (ingress) at the on-premises corporate network,
which then forwards the call to Unified CM.
 Unified CM matches the incoming dialed number to a CTI route point and
forwards the call to UCCX.
 UCCX matches the incoming call to a trigger assigned to an application/

script and provides call treatment based on the script associated. Before
associating the call to a UCCX script, the UCCX system transfers the call from
a CTI route point to a CTI port. For more information on UCCX call flows refer
to the Solution Design Guide for Cisco Unified Contact Center Express
available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/conta
ct_center/crs/express_12_5/design/guide/uccx_b_solution-design-guide-
125.html.
 UCCX continues to provide call treatment (IVR, queuing) for this call. If the
call matches configured criteria requiring the call to be transferred to Webex
Contact Center in the cloud, UCCX will then send a “call redirect” request to
the Unified CM.
 The Unified CM matches the request to a route pattern (RP) and forwards the
call to the CUBE.
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 The dial-peer configured in CUBE matches this incoming request and

extends the call to Webex Contact Center, where further call treatment and
queuing are provided.
 When an agent becomes available, Webex Contact Center reserves the

agent and forwards the call to on-premises CUBE.
 CUBE then extends the call to Unified CM and in turn to the agent phone.
Assuming that the configuration to route calls from the PSTN to UCCX is already in
place from existing deployment, here are the configuration steps you need to
follow when adopting this flow.
Configurations needed on your on-premises servers

i. Install Microsoft SQL Server.
ii. Configure a route pattern with an E.164 dialed number (DN) in Unified CM.
iii. Configure the UCCX script with a call redirect and DB write step.
iv. Configure the CUBE with dial-peers to route calls to Webex Contact Center
and agent extensions.
v. Install the DB Connector tool in your on-premises environment for external
database lookup.
Each of these steps are discussed in detail below:
i. Install Microsoft SQL Server.
The first step for hybrid deployment call routing is to install and configure
Microsoft SQL Server. Install SQL server 2016 (tested) on an on-premises
Windows machine along with SQL Management Studio. Once the installation is
complete, open the SQL Management Studio and login with ‘sa’ credentials.
Under Object Explorer, right click on Databases folder and select New
Database. Provide a meaningful name to the database (for example,
CCX2WxCC) and change the initial DB size to 100 MB and click OK. This
creates the CCX2WxCC database instance that UCCX will connect to for
writing call variable data of a call. Webex Contact Center and DB Connector
connect to this SQL server to fetch call variable details for a transferred/
redirected call.
ii. Configure a route pattern with an E.164 dialed number (DN) in Unified CM.
Transition
Configure a 10-digit dialed number (DN) as your route pattern which serves as
a DID to reach Webex Contact Center from on-premises. You need to share
this DID extension with the Cisco Solution Assurance team. The Solution
Assurance team will perform the backend CUBE configuration within the vPOP,
to route the calls to your Webex Contact Center tenant.
Associate a route group or a SIP trunk to this route pattern which forwards calls
to the CUBE. Make sure the calling search space of UCCX CTI route point in
Unified CM has access to the partition associated with this route pattern. For
complete steps on how to configure route pattern and/or route groups, refer to
the call routing information available in the System Configuration Guide for
Unified CM located at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1
/systemConfig/cucm_b_system-configuration-guide-1251/cucm_b_system-
configuration-guide-1251_chapter_010100.html.
iii. Configure the UCCX script with a call redirect and DB write step.
You will need to configure your UCCX script with the necessary condition to
forward calls to Webex Contact Center. The specific condition to match
depends on the business need and can vary from customer to customer. Some
of the most common criteria include: if the wait time for a call in-queue is
higher than an acceptable limit, if the number of agents logged in and available
for calls is lower than a set limit, if the queue is full and you want to overflow,
and so on.
Configure your UCCX script to match the appropriate criteria that solves your
business needs. Therefore, if an incoming call matches this criteria or
condition, configure a call redirect step to transfer the call out of UCCX and
over to Webex Contact Center.
You will also need to configure a database (DB) write step in the UCCX script
to write call variable information to an external SQL DB. This external SQL DB is
used by the on-premises DB Connector and cloud Webex Contact Center to
fetch call variable data when the call is transferred to the cloud. This helps the
cloud contact center to avoid requesting same information which the caller has
already provided when interacting with your on-premises UCCX server.
Figure 18 shows a sample UCCX script with a specific condition to fulfill for a
call to be moved to Cisco Webex Contact Center. In this example, the UCCX
system is checking for “number of logged in agents” in a Contact Service
Transition
Queue (CSQ). If the number of agents logged in is 0, then the call is transferred
to the specified Webex Contact Center pilot/DID extension. But before the call
is transferred to Webex Contact Center, UCCX script runs a DB write step
which connects to the SQL server and writes the meaningful call variable data
obtained from the caller. UCCX script also has a DB read step prior to DB write
to verify that the connectivity between UCCX and the SQL server is up and
active.
Figure 18. Sample UCCX Script with Call Redirect Step
You can obtain the sample UCCX script with this call redirect and DB write step
from GitHub repository available at https://github.com/fkicenko/dbconnector/.
iv. Configure the CUBE with dial-peers to route these redirected calls to Webex
Contact Center.
When Unified CM receives the “call redirect” request for the Webex Contact
Center pilot number, it matches the route pattern (RP) configured in step ii of
these configuration steps and extends the call to the CUBE.
You need to configure the necessary dial-peers to match this pilot extension
and forward the call to Webex Contact Center/vPOP CUBE. The vPOP CUBE
supports only SIP protocol for this interaction and the communication between
the two should be encrypted.
When an agent becomes available, Webex Contact Center sends the call to the
on-premises CUBE to connect to the agent’s directory number. Configure dial-
peers in CUBE to reach agent extension if they are not already configured.
Transition
Figure 19 shows an example of the dial-peer configuration needed in on-

premises CUBE to route the call to Webex Contact Center.
Figure 19. Example of CUBE Dial-peer to Forward Call to Pilot Extension
Note: Figure 19 only show the outgoing dial-peer configuration. The incoming
dial-peer is not shown.
v. Install the DB Connector tool in your on-premises environment for external

database lookup.
The tool is available at https://github.com/fkicenko/dbconnector.
Configurations needed on Webex Contact Center

i. Configure an entry point.
ii. Map an entry point to a dialed number (DN).
iii. Create queues.
iv. Configure custom connector for external database dip to fetch call specific
data (call variables).
v. Upload necessary prompts or WAV files to Webex Contact Center.
vi. Configure Flow Control script.
vii. Configure routing strategy for entry point and assign flow control script.
viii. Configure routing strategy for queue and assign teams to distribute the calls
to.
Transition
These configuration steps are discussed in detail below:
First, for Webex Contact Center call routing configure an entry point. An entry
point is the initial landing place for the customer contacts on Webex Contact
Center system. For the voice contacts, typically one or more toll-free or dial
numbers can be associated with an entry point. In a UCCX environment, this
relates to a trigger.
To configure an entry point, navigate to the menu icon at the left of the portal
( ) > Provisioning > Entry Point/Queues > Entry Point > New Entry Point.
Select the channel type (Chat, Email or Telephony) under General Settings and
Service Level Threshold value under Advanced Settings. Save the
configuration once complete.
Next, map the entry point to a dialed number. Before performing this mapping,
verify a dialed number is added in Webex Control Hub (discussed in step 6 of
this section).
To map a DN to an entry point, navigate to the menu icon at the left of the
portal ( ) > Provisioning > Entry Point Mappings > New Mapping. From
Available Numbers dropdown, select the DN configured in Webex Control Hub.
If a DN is already associated with a different entry point, then those DNs will
not show up in the drop down. Select save once the configuration is complete.
iii. Create queues.
A queue is where active calls are kept while they await handling by an agent.
Contacts are moved from the entry point into a queue and are then distributed
to agents. To configure queues, navigate to the menu icon at the left of the
portal ( ) > Provisioning > Entry Points/Queues > Queue > New Queue.
Provide the channel type in General Settings and in Advanced Settings
configure other optional elements like Permit Call Monitoring, Permit Call
Recording, Pause/Resume, and so on. Also configure Service Level Threshold
and Maximum Time in Queue under Advanced Settings. Maximum Value in
Queue defines the time a call can wait in queue for agent assignment before it
is perhaps moved to an overflow number. Save the configuration once
complete.
Transition
iv. Configure custom connector for external database dip to fetch call specific
data (call variables).
Configure a custom connector in Webex Control Hub to fetch call related data
from on-premises server(s). When the calls are redirected from on-premises
UCCX to Webex Contact Center, we need to preserve call specific data (call
variables) for example, user account number, user ID information, membership
details, and so on. This keeps callers from having to repeat themselves when a
call is transferred from on-premises UCCX to cloud Webex Contact Center.
We use the external DB lookup using custom connector to fetch these call
variable data from on-premises UCCX system to present them on the Webex
Contact Center agent desktop or to provide unique personal experience after
the call redirect.
Before configuring the DB connector, make sure you have installed the on-
premises DB connector software as discussed under the Configurations
needed on your on-premises servers section of this document.
To configure a custom DB connector, login to Webex Control Hub and navigate

to Services > Contact Center > Connectors. Select ‘Set up’ under Custom
Connectors option. Provide a name for the connector, Resource Domain,
username, and password. The Resource domain is the HTTPS URL to reach
the web server hosting DB connector on-premises. Click Done once the
configuration is complete.
Figure 20 shows a sample custom connector configuration.
Transition
Figure 20. Sample Custom Connector configuration
v. Upload necessary prompts or WAV files to Webex Contact Center.
Upload necessary IVR prompts or WAV files to Webex Contact Center from
UCCX. The wav files need to be CCIT U-law, 8-bit sample and 8kHz sample
rate for Webex Contact Center. To upload the WAV file, navigate to the menu
icon at the left of the portal ( ) > Routing Strategy. This will open a new
window. In the new window, navigate to Resources > Audio Files. Upload the
custom WAV files to the system.
vi. Configure Flow Control script
Transition
Flow Control is the drag-and-drop scripting tool used to configure call routing
scripts within Webex Contact Center. With Flow Control, you can configure
your omni-channel customer contact flows to match your business’ needs. The
Flow Control tool is the cloud equivalent of the CCX Script Editor in the on-
premises UCCX system.
We currently don’t have a tool to migrate existing UCCX scripts from on-
premises to cloud Webex Contact Center, so be sure to configure all
necessary call routing scripts in cloud contact center before the agent
transition.
Figure 21 and Figure 22 shows the Flow Control UI with a sample call routing
script. The Main Flow tab (see Figure 21) in the UI is used to provide call
treatment. Administrators can use this tab to define what IVR prompts to play,
which queue to route the call to, and so on.
Figure 21. Flow Control User Interface: Main Flow Tab
The Event Flow tab (see Figure 22) is used to configure specific responses for
an event. For example, administrators can configure a screen pop response for
an agent-answered-call event.
Transition
Figure 22. Flow Control User Interface: Event Flow Tab
For more information on Flow Control Designer refer to Cisco Webex Contact
Center Setup and Administration Guide available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact
_center/CJP/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-
2_chapter_0100.html.
During the hybrid phase, when the calls are redirected by UCCX, we leverage
the custom connector configured to fetch call variables from the on-premises
server, so callers don’t have to repeat data which was already shared during
their interaction with UCCX.
To fetch data from the on-premises DB connector, leverage the ‘HTTP

Request’ node available in Flow Control. Configure HTTP Request node with
GET Restful API method to DB connector by passing the endpoint ID (for
example, 9280c139-xxxx-xxxx-xxxx-33982f1d8069).
You can leverage the data received from the on-premises DB connector to
make business decisions and route calls appropriately within the Flow Control
script. You can also assign the parsed data from HTTP Request to a custom
variable defined in flow control and enable the custom variable as a CAD
variable to display on agent desktop. To configure a custom variable, click on
Global Flow Control properties by clicking on Flow Designer UI and selecting
Add Flow Variable under Variable Definition > Custom Variable. Configure
Transition
Variable Type as String/Integer depending on data parsed and enable Mark as

CAD Variable and enter Desktop Label.
To send the HTTP GET request, highlight the HTTP Request node and under
HTTP Request Settings enable Use Authenticated Endpoint and select the
custom DB connector from the connector drop down. Under Request Path
provide the web server URL running DB connector along with endpoint ID (for
example, https://<FQDN_of_webserver>/rest/webexcc/9280c139-xxxx-xxxx-
xxxx-33982f1d8069).
To parse the JSON response, highlight HTTP Request node and scroll to Parse
Settings. Set Content Type to JSON, select the Output Variable from drop
down and finally set the JSON path of the variable under JSONPath Expression.
Figure 23 shows a sample Flow Control script configuration with HTTP request
node.
Figure 23. HTTP Request Node with Connector and Request Path URL
Alternately, if you want to just display call variable data in agent desktop, you
can also configure a screen-pop on your agent desktop to fetch and display a
web page which has these call variables loaded. This does require a web
server to be built (on-premises or cloud) which can fetch data using a DB
connector. To configure this method, leverage ‘Screen-pop’ node available in
Flow Control. Add this node in ‘Event Flows’ tab after ‘OnAgentAnswered’
Transition
Event as shown in Figure 22 above and configure the screen-pop URL pointing
to the web server.
Figure 24 shows agent desktop with call variables fetched from on-premises
UCCX using DB connector. Data is displayed as a screen pop.
Figure 24. Agent Desktop: Configure Screen Pop with On-Premises Fetched Variables
vii. Configure routing strategy for entry point and assign flow control script
After configuring the flow control script, we need to associate this script to a
routing strategy. When a contact arrives, the routing engine checks for a global
routing strategy associated with the entry point for the current time. If a routing
strategy exists, the system invokes the flow associated with this routing
strategy to provide appropriate call treatment.
Associating flow control script to a routing strategy enables the system to

move an incoming call to a routing script for IVR treatment. To perform this
task, navigate to the menu icon at the left of the portal ( ) > Routing
Strategy. This will open a new window. In the new window, select your entry
point from Select Entry Point/Queue drop-down menu. Select New Strategy
and provide a name to your routing strategy. Under the Time Settings section,
configure the start date and end date followed by start time and end time when
this routing strategy can be invoked. This is similar to time of the day routing in
UCCX. If a call comes in outside of the start and end time or start and end date
specified in the routing strategy, then the routing engine will not associate the
call to the routing strategy and therefore the call will not be forwarded to the
flow control script. Save after completing the configuration.
Transition
Figure 25 shows a routing strategy configuration which has a start time of 8 AM

and an end time of 5 PM during the weekdays as well as a flow control script
associated with it.
Figure 25. Entry Point Routing Strategy with Flow Control Associated
viii. Configure routing strategy for the queue and assign teams to distribute the
calls to.
One of our final steps is to configure a routing strategy for the queue. This is
required to distribute call to appropriate agent team and agent for call handling.
To configure a queue routing strategy, navigate to the menu icon at the left of
the portal ( ) > Routing Strategy. This will open a new window. In the new
window, select your queue from Select Entry Point/Queue drop-down menu.
Select New Strategy. Select the appropriate routing type. You can choose
either Longest Available Agent or Skills Based. The common method will be
skill-based routing. Provide start date, end date, start time, and end time when
the call should hit this routing strategy. Under the Call Distribution section,
select Add Group and associate the team(s) you want the call to be distributed
to when it hits this queue routing strategy. Save the configuration.
CUBE performing call distribution
Transition
Overview
The second common method to distribute a call to Webex Contact Center from
the on-premises system using Bring Your Own PSTN (BYO PSTN), is to have a
dedicated service provider DID terminating on an on-premises CUBE, which is
configured to forward all calls reaching this pilot number to the cloud Webex
Contact Center.
This requires purchasing a dedicated DID from your current service provider. This
flow is adopted in scenarios where you want to get familiar with the look and feel
of Webex Contact Center and train your agents and supervisors, before
performing a full transition to a purely cloud-based contact center deployment.
You will continue to use UCCX and Webex Contact Center in this hybrid phase.
UCCX continues to handle calls to any other pre-existing contact center DIDs.
You have two options when it comes to who distributes the call to Webex Contact
Center:
 Configure your CUBE to extend all calls reaching the new Webex Contact
Center pilot number to the cloud; or
 Configure CUBE to forward all calls to Unified CM and configure Unified CM

to distribute calls to the cloud Webex Contact Center.
Whether you opt for CUBE-based or Unified CM-based call distribution is

determined based on you reporting requirements. If your organization requires you
to have Unified CM call detail records (CDRs) for calls made to the Webex Contact
Center pilot number, you can choose to forward all calls from CUBE to Unified CM
(although call records for this DID can also be obtained from the Webex Contact
Center Analyzer tool).
The recommended method is to have CUBE distribute the call to Webex Contact
Center.
Figure 26 shows the signaling and RTP flow in a hybrid deployment with CUBE
performing the call distribution.
Transition
Figure 26. CUBE Distributed Call Flow with UCCX and Webex Contact Center
The call flow is as follows:
 The initial call hits the CUBE (ingress) at the on-premises corporate network.
 A dial-peer configuration within the CUBE extends the call to Webex Contact
Center.
 Webex Contact Center provides further call treatment for the incoming call.
 When the agent becomes available, Webex Contact Center reserves the
agent and forwards the call back to the CUBE.
 The CUBE extends the call to Unified CM and then to the agent device.
 The call’s RTP flow always hairpins through the Webex Contact Center, even
though the PSTN, CUBE and agent devices are all located on the customer
premises. This flow is as designed, to provide additional functionality
offerings such as call recording, call monitoring, and so on.
Assuming you are leveraging the existing configuration between the CUBE and
Unified CM for corporate call routing and UCCX call routing, here are the
configuration steps you need to follow when adopting this flow.
Configurations needed on your on-premises servers
Configure dial-peers in CUBE for the Webex Contact Center pilot number and
agent extensions.
Transition
Since the call distribution is done by the CUBE, the only on-premises configuration
needed in this flow is adding appropriate dial-peers within the CUBE.
Configure your CUBE to extend calls to the cloud Webex Contact Center for the
dedicated DID number(s) obtained from your service provider. The vPOP CUBE
supports only SIP protocol for this interaction and the communication between the
two should be encrypted (TLS).
When an agent becomes available, Webex Contact Center reserves the agent and
sends the call back to the on-premises CUBE. To handle this request, configure
necessary dial-peers in CUBE to route calls to agent extensions.
Figure 27 shows an example of CUBE dial-peer configuration for this call flow.
Figure 27. CUBE Dial-peers for Extending Specific Calls to Webex Contact Center
Transition
Note: Figure 27 shows only the outgoing dial-peer configuration to Webex

Contact Center and Unified CM. Incoming dial-peer(s) are not shown.
Configurations needed on Webex Contact Center
iii. Create queues.
iv. Upload necessary prompts or WAV files to Webex Contact Center.
v. Configure Flow Control script.
vi. Configure routing strategy for entry point and assign flow control script.
vii. Configure routing strategy for queue and assign teams to distribute the calls
to.
These steps are discussed in detail below
The first step in Webex Contact Center call routing is to configure an entry
point. An entry point is the initial landing place for the customer contacts into a
Webex Contact Center system. For the voice contacts, typically one or more
toll-free or dial numbers can be associated with an entry point. In a UCCX
environment, this relates to a trigger.
To configure an entry point, navigate to the menu icon at the left of the portal
( ) > Provisioning > Entry Point/Queues > Entry Point > New Entry Point.
Select the channel type (Chat, Email or Telephony) under General Settings and
Service Level Threshold value under Advanced Settings. Save the
configuration once complete.
The next step is to map the entry point to a dialed number. Before performing
this mapping, verify that a dialed number has been added within the Webex
Control Hub (discussed in step 6 of this section).
To map a DN to an entry point, navigate to the menu icon at the left of the
portal ( ) > Provisioning > Entry Point Mappings > New Mapping. From
Available Numbers dropdown, select the DN configured in Webex Control Hub.
Transition
If a DN is already associated with an entry point, then those DNs will not show
up in the drop down. Select Save once the configuration is complete.
iii. Create queues.
A queue is where active calls are kept while they await handling by an agent.
Contacts are moved from the entry point into a queue and are distributed to
agents. To configure queues, navigate to the menu icon at the left of the portal
( ) > Provisioning > Entry Points/Queues > Queue > New Queue. Provide
the Channel Type in General Settings and in Advanced Settings configure other
optional elements like Permit Call Monitoring, Permit Call Recording,
Pause/Resume, and so on. Also configure Service Level Threshold and
Maximum Time in Queue under Advanced Settings. Maximum Value in Queue
defines the time a call can wait in queue for agent assignment before it is
moved to a configured overflow number. Save the configuration once
complete.
iv. Upload necessary prompts or WAV files to Webex Contact Center.
Upload necessary IVR prompts or WAV files to Webex Contact Center from
UCCX. The WAV files need to be CCIT U-law, 8-bit sample and 8kHz sample
rate to work properly within the Webex Contact Center. To upload the WAV
file, navigate to the menu icon at the left of the portal ( ) > Routing
Strategy. This will open a new window. In the new window, navigate to
Resources > Audio Files. Upload the custom wav files to the system.
These files will not be available when configuring flow control script for call
routing.
v. Configure Flow Control script.
Flow Control is a new drag-and-drop scripting tool which addresses the

limitations of control script. With flow control you can configure your flow,
based on events thereby allowing administrators to leverage the tool for omni-
channel routing configuration. This relates to CCX Script Editor in on-premises
UCCX. We currently don’t have a tool to migrate existing UCCX scripts from
on-premises to cloud-based Webex Contact Center. Be sure to configure all
necessary call routing scripts in cloud contact center before the agent
transition.
vi. Configure routing strategy for entry point and assign flow control script.
Transition
After configuring the flow control script, we need to associate this script to a
routing strategy. When a call arrives, the routing engine checks for a global
routing strategy associated with the entry point for the current time. If a routing
strategy exists, the system invokes the flow associated with this routing
strategy to provide appropriate call treatment.
Associating Flow Control script to a routing strategy enables the system to

move an incoming call to a routing script for IVR treatment. To perform this
task, navigate to the menu icon at the left of the portal ( ) > Routing
Strategy. This will open a new window. In the new window, select your entry
point from Select Entry Point/Queue drop-down menu. Select New Strategy
and provide a name to your routing strategy. Under Time Settings section,
configure the start date and end date followed by start time and end time when
this routing strategy can be invoked. This is like time of the day routing in
UCCX. If a call comes in outside of the start and end time or start and end date
specified in the routing strategy, then the routing engine will not associate the
call to the routing strategy and thereby the call will not be forwarded to the flow
control script. Save after completing the configuration.
Figure 28 shows a routing strategy configuration which has a start time of 8 AM

and an end time of 5 PM during the weekdays as well as a flow control script
associated with it.
Figure 28. Entry Point Routing Strategy with Flow Control Associated
Transition
vii. Configure routing strategy for queue and assign teams to distribute the calls to.
One of our final steps is to configure a routing strategy for the queue. This is
required to distribute a call to the appropriate agent team and agent for call
handling.
To configure a queue routing strategy, navigate to the menu icon at the left of
the portal ( ) > Routing Strategy. This will open a new window. In the new
window, select your queue from Select Entry Point/Queue drop-down menu.
Select New Strategy. Select the routing type appropriately. You can choose
either Longest Available Agent or Skills Based. The common method will be
skill-based routing. Provide start date, end date, start time, and end time when
the call should hit this routing strategy. Under the Call Distribution section,
select Add Group and associate the team(s) you want the call to be distributed
to when it hits this queue routing strategy. Save the configuration.
9. Transition agents to Webex Contact Center
The final step in this transition is to move agents from on-premises UCCX to Webex
Contact Center. In a hybrid deployment (phase 1), transition only the users who are
going to login and accept calls on Webex Contact Center. As part of this process,
train your agents and supervisors on the new agent desktop so they are familiar with
day-to-day contact center operations. Webex Contact Center desktop tries to
provide the same look and feel of an on-premises Finesse agent desktop with
widgets. It carries the same functionality that Finesse offered such as toaster
notifications, resize/drag/drop widgets, custom widgets, agent state timer, and so
on. But there are some features that requires training, for example call control in
new agent desktop, the new dashboards and agent statistics, keyboard shortcuts,
placing outbound calls, and so on.
Delete any reference of these users (agents and supervisors) from UCCX
configuration to avoid any confusion. Deleting these users from UCCX will not
remove any historical records. The historical records pertaining to transitioned
agents and supervisors will remain in the UCCX database. After the transition, the
reporting data will be accessible for contacts made into the Webex Contact Center
and can be viewed and analyzed using the native analyzer tool.
10. Transition fully to Webex Contact Center
The final phase (phase 2) of this transition is to move fully to cloud-based Webex
Contact Center solution and decommission your existing on-premises UCCX
Transition
platform. How long a customer remains in the hybrid environment before

transitioning to completely cloud-based contact center can vary. Before you
transition to cloud, make sure your organization has familiarized themselves with
Webex Contact Center platform. Some of the key considerations during this
transition are:
 Understand all the features Webex Contact Center can offer and determine if it
matches your organization’s requirement.
 Ensure that the agents and supervisors have familiarized themselves with and
are fully comfortable with the new Webex Contact Center desktop.
 Ensure that the administrators are comfortable with configuring, managing, and
maintaining the new platform.
 Make sure that you are familiar with reporting and dashboard operations.
 If you are using BYO PSTN, ensure that you have evaluated the CUBE licensing
requirements.
 Understand how to integrate 3rd party applications during your hybrid phase
and be sure you have fully tested their integrations with Webex Contact
Center.
 Ensure that you have tested chat and email functionality during the hybrid
phase.
To move fully to a pure cloud-based contact center deployment, configure all your
contact center DIDs to route to Webex Contact Center. This is done by configuring
necessary dial-peers in the CUBE to extend calls to the vPOP.
Replicate the teams, queues, entry point, routing strategy and flow control
configurations discussed earlier for the rest of your contact center. Delete any
references in Unified CM or the CUBE which might route calls to Unified UCCX.
If you are using SocialMiner with UCCX for chat and email, configure your Webex
Contact Center appropriately. Since we cannot run chat and email as a hybrid
contact center deployment, this is not discussed in this document.
Move your 3rd party integrations to cloud Webex Contact Center and finally,
decommission your on-premises UCCX to complete the transition and move entirely
to the Webex Contact Center cloud environment.
Figure 29 shows the signaling and RTP flow for a Webex-only contact center
deployment with on-premises Unified CM. This flow is same as when CUBE
Transition
performs call distribution as discussed earlier in the Configure call routing section
(step 8) of this section.
Note: On-premises unified CM will continue to provide call processing capabilities

until call control is transitioned to Webex Calling.
Figure 29. Call Flow with Webex Contact Center and On-Premises Unified CM
Post Transition Steps and Considerations

After the transition is completed, there are additional optional steps you may wish to
consider:
1. Replace BYO PSTN with Cisco Bundled PSTN service.
To meet the needs of our broad customer base, Cisco is now making available the
option to purchase Cisco PSTN for contact center agents alongside our cloud
contact center solutions.
Cisco PSTN voice services for Webex Contact Center eliminate the complexities of
managing telecom infrastructure and can enable customers to deploy a robust cloud
contact center with calling functionality in less than 5 business days.
Cisco PSTN provides toll-free, toll/DID and toll/outbound voice services with the
simplicity of a consolidated billing for contact center solutions and PSTN.
Note: Other voice traffic including e911 calls are not supported on this Cisco
Bundled PSTN service.
Transition
This PSTN offer provides two telephony options that can be purchased as add-ons
and includes:
1. Base telephony bundle

Provides local number access into Webex Contact Center or Webex Contact
Center Enterprise + PSTN termination of the call to the agent (available in the
contiguous US + Canada).
2. Toll-free access bundle

Enables toll-free calling for Webex Contact Center or Webex Contact Center
Enterprise (available in the contiguous US).
Benefits of these PSTN options include:
 Quick deployment (typically 5 business days or less from order placement).

 Predictable monthly cost with “all you can call” usage, priced per agent.
 Flexible agent volume scaling to respond to fluctuating demands.
 Full support for remote agents. Cisco PSTN can be used with any telephony
solution the agent has today including home phone line, cell phone, and office
DID.
 Single vendor and combined bill managed by Cisco.
 Rapid ramp up for existing contact center overflow or public response teams.
For details, please consult the Cisco Webex Contact Center Ordering Guide
available at https://www.cisco.com/c/en/us/products/collateral/customer-
collaboration/guide-c07-741218.html.
2. Replace your Unified CM with Webex Calling.
Webex Calling is a proven cloud calling solution that delivers enterprise-grade

calling, enabling you to replace your PBX network with a globally trusted cloud
solution. It easily extends to a complete collaboration experience that includes
market-leading calling, meetings, teams, contact center, and integrated devices for
all situations.
Webex Calling integration will allow you able to terminate both the inbound contact
center DNIS number(s) as well as the agent endpoints directly onto the Cisco
Webex Calling platform. As shown in Figure 30, by combining the Webex Calling
deployment with Cloud Connected PSTN provided by a Cisco cloud partner, the
Transition
need for an on-premises or partner-hosted CUBE and Unified CM is eliminated

while still gaining the same business benefits for the calling solution that you get
when transitioning your contact center to the cloud.
Figure 30. Cloud Connected PSTN with Webex Calling
For information on Cisco phone model support for Webex Calling refer to the
Supported Devices for Webex Calling article available at
https://help.webex.com/en-us/qkwt4j/Supported-Devices-for-Webex-Calling.
3. Consider omni-channel capabilities for Webex Contact Center.
The Webex Contact Center enables optional omni-channel capabilities including:
 Email
The subject line of emails is scanned for business-specific keywords to decide

the skill group or queue to which they need to be routed. Once the emails are
placed inside a queue, the work distribution engine assigns them to available
agents based on the queuing algorithm selected in the system. Agents can
then respond to emails with a standard email response template and have full
visibility into past interactions with that customer.
Transition
 Chat
Chat uses the Webex messaging infrastructure to communicate between the

customer and agent.
Customers connect with an agent via a chat bubble on the organization’s

website. Customers can select a reason for interaction from a drop-down
menu. The selected reason is used to route the customer interaction to the
appropriate queue. Chat interactions are then assigned to an agent based on
the configured routing strategy, for instance “longest available agent”.
 Social Interactions
An organization may integrate their social business account(s) (starting with
Facebook Messenger) for customer care to respond to customer needs
initiated via social media.
Note: Email, chat, and social interactions capabilities are included with Premium
Agent seats only.
4. Enable ASR / TTS integrations.
Speech-enabled IVR is a sophisticated customer engagement solution powered by

text-to-speech (TTS), automatic speech recognition (ASR), and the automation of
complex end-user tasks. This solution is priced as an a la carte Webex Contact
Center feature.
The feature set includes:
 Touch-tone (DTMF) caller inputs.

 Multilingual Automated Speech Recognition (ASR).
 Open-ended speech responses.
 Multilingual Text-To-Speech (TTS).
 Third-party integrations.
 Screen-pop data collected in IVR passed to agents.
 Real-time and historical reports.
 Browser-based, drag-and-drop call flow builder.
Transition
5. Enable 3rd party integrations with custom connectors.
Webex Contact Center is based on an open platform surrounded by several APIs

and interfaces. This allows it to easily integrate with other in-house and off-the-
shelf products and applications to leverage existing systems and investments.
This open platform also allows Webex Contact Center to integrate with other
applications in the marketplace to create unique end-to-end solutions for
customers. Webex Contact Center APIs allow 3rd parties to develop software to
leverage and extend Webex Contact Center capabilities.
6. Integrate with CRMs using CRM connectors.
Webex Contact Center has pre-built connectors for integration with several
industry-leading customer relationship management (CRM) systems, including
Salesforce, Zendesk, and MS Dynamics.
Additionally, the Cisco Professional Services team can help deliver integration with
other CRM applications as a custom paid professional services engagement.
As part of the integration, data about the customer and the context of the call is
delivered to the agent in an automatic screen pop.
Webex Contact Center also logs the interaction within the CRM application to
capture the inbound call. The integration enables click-to-dial from within the CRM
applications, where the agent can click on a phone number to dial out to the
customer. The out-dialed call is automatically logged against the record whose
number has been dialed out.
The CRM connectors provide CTI integration between the Webex Contact Center
automatic call distributor (ACD) and the customer’s CRM tool. The toolset allows for:
 Agent state control

 Call control
 Click to dial
 Screen pop on Automatic Number ID (ANI) or call variables
 Receiving inbound and placing outbound (click-to-dial) calls from the CRM
 Automatic customer record screen pop in the CRM
 Automatic call activity logging in CRM
Transition
7. Leverage contact center artificial intelligence (CCAI).
By implementing Cisco Artificial Intelligence, bots converse naturally with customers,

resolving basic issues directly, and assisting human agents on tougher calls. Bots
are able to provide real-time, step-by-step guidance as well as continuous
interactivity improvements by analyzing conversation transcripts to identify gaps in
understanding or requested information. Combining the best of Google Cloud AI
with the power of Cisco's contact center platform, contact center AI can improve
customer experience and increase operational efficiency at the same time.
8. Utilize Webex Experience Management.
Webex Experience Management is a next-generation, AI-powered cloud customer

experience management (CEM) solution that improves customer experiences by
giving companies greater insight across the entire customer journey, by mapping
their experiences across all touchpoints in the organization, consolidating the data
that was once siloed, and using predictive analytics to make informed decisions on
how to proactively improve those experiences so that they create positive business
outcomes.
Webex Experience Management enables:
 Customer Journey Management – Listen to your customers across 17 different

channels (for example, email, chat, web) along the entire journey, expose and
assess areas of improvement to drive loyalty, and leverage the Cisco Contact
Center to close the loop.
 Feedback – Create and customize various “listening posts” for sentiment and
feedback (for example, post-call IVR/email and web intercept surveys to
collect customer data).
 Deep Analytics – Derive a relationship between operational, transactional, and

experience drivers (for example, Net Promoters Score (NPS), Customer
Satisfaction (CSAT), and revenue), and use predictive analytics to model Key
Performance Indicator (KPI) and financial impact of strategic decisions.
Transition
9. Take advantage of Workforce Optimization for workforce and quality

management.
The Workforce Optimization application suite includes workforce and quality

management capabilities.
Workforce Management solutions offering contact center supervisors, agents, and

staffing analysts the ability to dynamically manage agent schedules, forecast and
plan staffing based on trends, and ensure adherence to schedules. Key features
include:
 Dynamic scheduling - allows agents, supervisors, and staffing analysts to

collaborate in creating a schedule that meets everyone’s needs.
 Dynamic intra-day scheduling - enables last-minute scheduling changes.
 Automated agent approval - for exceptions, time off, schedule offer/trade, and
mentoring. Provides set workflows to automate approval, denial, waitlisting,
and manual handling.
 Agent-initiated peer mentoring – when an agent submits a request and the

peer accepts, there is an automated supervisor approval, and both agents’
schedules are updated.
 Gamification of agent KPIs - agents earn badges for quality scores and
adherence.
 Strategic planning and forecasting - allow users to forecast staffing needs

based on trends.
 Vacation and holiday planning.
Quality management helps customers measure agent efficiency and performance

using tailored evaluation forms. Key features include:
 Multichannel quality evaluation - evaluate call, email, and chat interactions.

 Targeted evaluations - find interactions of interest with pinpoint precision using
a combination of transaction data, customer data, speech energy, and other
business-related metadata.
 Library of customized evaluation forms - percentage or points-based.
 Pinpoint evaluation commenting - add comments to a call and search for
comments by questions, section, form, or duration.
Transition
 Gamification of agent KPIs - agents earn badges for quality scores and
adherence.
 Evaluation calibration - supervisors, managers, and agents can comment on an
evaluation for a collaborative approach to quality.
 Automated contact queue - contacts are routed to a contact queue according
to workflow configuration.
 Post-call survey data integration with call data makes playback easily
accessible during evaluations.
 Export calls - use for training or within e-learning platforms.
10. Enable outbound campaigns option.
The outbound campaigns option improves agent productivity and the overall
business performance of a contact center by letting agents spend more time talking
to customers and less time trying to reach them.
The outbound campaigns add-on feature provides:
 Outbound campaign management, including campaign chaining.
 Contact list management.
 Advanced contact strategies across multiple contact numbers.
 Automation with preview and progressive dialing.
 Compliance tools.
References
References
Licensing
 Cisco Collaboration Flex Plan Contact Center
communications/cisco-collaboration-flex-plan/datasheet-c78-741220.html
 Cisco Webex Contact Center Ordering Guide

https://www.cisco.com/c/en/us/products/collateral/customer-
collaboration/guide-c07-741218.html
 Cisco Unified Border Element (Data Sheet)

communications/unified-border-element/data-sheet-c78-
729692.html#Licensing
Contact Center
 Cisco Webex Contact Center Data Sheet
https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-
contact-center/datasheet-c78-742822.html
 Cisco Webex Contact Center Setup and Administration Guide

_center/CJP/SetupandAdministrationGuide_2/b_mp-release-2.html
 Cisco Webex Contact Center Analyzer User Guide

_center/webexcc/Analyzer_1/b_analyzeronlinehelp1_0.html
 Solution Design Guide for Cisco Unified Contact Center Express (UCCX)
_center/crs/express_12_5/design/guide/uccx_b_solution-design-guide-
125.html
References
Directory and Identity

 Ways to Add Users for Cisco Webex Contact Center
https://help.webex.com/en-us/52ulis/Ways-to-Add-Users-for-Cisco-Webex-
Contact-Center
 Add, Verify and Claim Domains

https://help.webex.com/en-us/nxz79m5/Add-Verify-and-Claim-Domains
 Single Sign-On Integration in Cisco Webex Control Hub

https://help.webex.com/en-us/lfu88u/Single-Sign-On-Integration-in-Cisco-
Webex-Control-Hub
 Deployment Guide for Cisco Directory Connector

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/s
park/hybridservices/directoryconnector/cmgt_b_directory-connector-guide-
admins.html
Webex Calling
 Global availability and Cloud Connected PSTN options for Cisco Webex Calling
https://community.cisco.com/t5/collaboration-voice-and-video/global-
availability-and-cloud-connected-pstn-options-for-cisco/ta-p/3916211
 Supported Devices for Webex Calling

https://help.webex.com/en-us/qkwt4j/Supported-Devices-for-Webex-Calling
 Transitioning from Unified CM to Webex Calling Transition Map

https://www.cisco.com/c/dam/en/us/td/docs/solutions/PA/mcp/TDM_CALLIN
G_Unified_CM_to_Webex_Calling.pdf
 Transitioning from Unified CM to Webex Calling Deployment Guide

https://www.cisco.com/c/dam/en/us/td/docs/solutions/PA/mcp/DEPLOYMENT
_CALLING_Unified_CM_to_Webex_Calling.pdf
References
Collaboration Transitions
 Collaboration Transitions Program Page
https://www.cisco.com/go/ct
 Transition Map for Transitioning from Unified CCX to Webex Contact Center
https://www.cisco.com/c/dam/en/us/td/docs/solutions/PA/mcp/TDM_CONTAC
T_CENTER_UnifiedCCX_to_WebexCC.pdf

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CONTACT CENTER

Transitioning from Unified

December 15, 2020

What’s New in This Guide

The purpose of this document is to provide transition guidance for customers

As shown in Figure 1, a typical deployment of a UCCX and collaboration environment

Figure 1. Before: On-Premises Collaboration Architecture including Contact Center Express

Table 2. On-Premises Collaboration Infrastructure including Cisco UCCX

On-premises call control providing device

On-premises contact center platform for SMB

Edge infrastructure providing connectivity to the

Call routing engine which aggregates SIP-based

On-premises voice messaging platform providing

Cisco Meeting Server (CMS),

As illustrated in Figure 2, customers who have an on-premises Unified CM and UCCX

Figure 2. On-Premises UCCX Transition to Cloud-based Webex Contact Center Decision

 Stringent data privacy policies.

Figure 3. After: Webex Contact Center Architecture

Table 3. After: Webex Contact Center Infrastructure Components

Cloud-based contact center service delivered from

Windows application running on a Windows domain

Cisco Webex Contact Cloud-based configuration and administration tool for

Cloud-based configuration and administration tool

This is a legacy element of the Webex Contact

Figure 4. Phased Contact Center Transition: Hybrid and Cloud

Pre-Transitions Steps and Considerations

Prior to embarking on a transition, in order to determine the feasibility and potential

1. Understand security requirements.

Understanding the security requirements when transitioning to cloud is one of the

 Call Detail Records

2. Conduct a licensing assessment.

Table 4. Platform Licensing Information to Capture

UCCX provides enhanced or premium licensing.

Webex Contact Center offers Flex licensing.

Evaluating if you need any additional features

Evaluate the number of interactive voice

Workforce Optimization is also a cloud offering.

 Cisco Unified Border Element (CUBE)

3. Review existing contact center configuration.

Understanding how your UCCX deployment is configured is very critical when

Table 5. Existing UCCX Configuration Information to Capture

This helps you understand the network bandwidth

Do I need chat and email functionality? If you don’t

Are there any 3rd party integrations with on-premises

This is an add-on license in Webex Contact Center.

Call Recording is an important consideration for a

4. Perform network readiness assessment.

deployment are considered for bandwidth calculations. VoIP industry standards

(Number of expected concurrent calls) * (Bandwidth per call based on codec) =

(Number of expected concurrent calls) * 80 kbps = (Required network

5. Determine call recording requirements.

6. Understand PSTN options

When it comes to PSTN access for Webex Contact Center, it is important to

 PSTN is required for off-net calling

Figure 5. All 5 PSTN Options

Cisco Provided Bundled PSTN (Option 1)

 It is comprised of Cisco-vetted and managed PSTN carriers.

Figure 6. Cisco Provided Bundled PSTN Signaling and RTP Flow

Service Provider (Option 2)