Migrations · guide

UCCX to Webex Contact Center migration

Cisco Unified Contact Center Express to Webex Contact Center

Verified 2026-09-22 · 69 sources · tier 2–4

For Collaboration and contact-center administrators migrating a UCCX cluster to Webex Contact Center.

This guide covers migrating contact center configuration and telephony routing from Cisco Unified Contact Center Express (UCCX) to Webex Contact Center 46. The procedure moves queues, skills, teams, and prompts while managing coexistence and reporting requirements 314.

Before you start

Verify that you have an administrative workstation with Java 8 or above installed and network connectivity to the Cisco Unified CCX server 20.
Obtain administrator credentials configured during installation for the Cisco Unified CCX application 2061.
Confirm that the Webex Contact Center tenant is set up and that users have been created and synchronized through Control Hub 5062.
Note that discovery tool version v3.5 is available on the Cisco software download portal 21.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How will PSTN calls reach Webex Contact Center?

What station credentials will agents use to answer calls?

During coexistence, what decides whether a call goes to UCCX or to Webex Contact Center?

Do you cut over in waves or in one event?

What happens to UCCX reporting history?

Five questions. One permanent page you can send to your manager.

Step 1 Fix the outer date and scope

Do

Document the migration scope against Cisco's published lifecycle milestones for on-premises contact center 12.5 and 12.6, which had an end-of-life announcement date of 2025-06-30 40, an end-of-sale date of 2025-12-31 41, an end of software maintenance releases date of 2026-12-31 43, and a last date of support of 2027-12-31 42. From UCCX Administration, inventory every application trigger, contact service queue (CSQ), skill, team, and prompt in scope 536364.

Verify

Confirm that every published dial number maps to an identified Unified CM Telephony trigger and application script 5358.

Rollback

Suggested rollback: No systems are modified in this step; delete any recorded planning inventory.

Step 2 Order subscription and establish data locality

Do

Place the Webex Contact Center order in Cisco Commerce Workspace under SKU A-CJP or A-FLEX-CC, and launch the Order Set-Up wizard using the Set Up Now email link sent on the requested start date 45. In the wizard, select the appropriate Country, which sets the data residency and defaults the Contact Center data locality 44.

Verify

Suggested check: Verify in Control Hub that the tenant is active with the selected data locality.

Rollback

Suggested rollback: Contact your ordering representative to modify order parameters or correct data residency settings.

Step 3 Extract UCCX configuration using discovery tool

Do

Download discovery tool v3.5 from the Cisco software download portal to a system with Java 8 or above and network access to UCCX 2120. Run the extraction using command java -jar uccx-to-webexcc-v3.4.jar -extract, supplying the migration password, domain, hostname, and port 18. Cisco's article names discovery tool v3.5 as the download and uccx-to-webexcc-v3.4.jar in the command 2118. The tool uses port 443 by default if no port is specified 65. Note that users must already be added and synchronized in Control Hub before subsequent bulk loads can succeed 50.

Verify

Verify that the output directory contains application-pro.yml, WebexCC_Bulk_Upload.xlsx, and WebexCC_Bulk_Upload_Prompts.zip 19.

Suggested check: Use the file name of the jar you actually downloaded.

Rollback

Suggested rollback: The extraction process is read-only against the UCCX server; delete the generated output folder and files.

Step 4 Provision PSTN connectivity

Webex Contact Center PSTN — Cisco is the carrier

Do

Order telephony numbers directly through Cisco as the PSTN provider, noting that Webex Contact Center PSTN is available only in the contiguous United States and Canada 60.

Verify

Verify that ordered numbers appear under Control Hub at Services > Contact Center > Tenant Settings > Voice 17.

Rollback

Suggested rollback: Contact the carrier service representative to cancel or release ordered numbers.

Webex Calling Cloud Connected PSTN — a certified partner is the carrier

Do

Engage a certified Cloud Connected PSTN Partner to initiate, activate, and bill PSTN numbers across supported markets 12.

Verify

Verify that the partner-provided numbers are visible in Control Hub under Services > Contact Center > Tenant Settings > Voice 17.

Rollback

Suggested rollback: Work with the Cloud Connected PSTN Partner to cancel number provisioning orders.

Cisco Webex Calling Plan — Cisco-bundled numbers on a single bill

Do

Provision numbers through the Cisco Webex Calling Plan bundled service, available for trials and in regions supporting Cisco inbound toll-free or service numbers 14.

Verify

Verify that the numbers appear in Control Hub under Services > Contact Center > Tenant Settings > Voice 17.

Rollback

Suggested rollback: Contact the account support team to remove provisioned Calling Plan numbers.

Webex Calling Local Gateway — keep existing carrier behind an SBC

Do

Configure a customer-provided session border controller (SBC) using Cisco Unified Border Element (CUBE) on IOS XE or a supported device from Oracle, Ribbon, AudioCodes, anynode, or Italtel 3233. Deploy a registration-based trunk for up to 250 concurrent calls on CUBE running Cisco IOS XE Bengaluru 17.6.1a or later, or deploy a certificate-based mTLS trunk for more than 250 concurrent calls on Cisco IOS XE Cupertino 17.9.1a or later 34. Note that Webex Calling Dedicated Instance integrations require certificate-based mTLS trunks 16.

Verify

Suggested check: Check the trunk status in Control Hub and verify that it shows as active.

Rollback

Suggested rollback: Administratively shut down the SIP dial-peer or trunk toward Webex on the SBC.

Step 5 Map extracted data and validate limits

Do

Edit the extracted WebexCC_Bulk_Upload.xlsx file to map UCCX objects to Webex Contact Center entities, configuring contact direction, channel type, and either skill-based or non-skill-based routing for each queue 6648. For skill-based queues, select either Longest available or Best available agent selection 47, and define call distribution groups with priority and Add group after values in seconds to expand agent pools over time 11. Validate that totals stay within tenant ceilings: 6000 active entry points, 1000 outdial entry points, 11000 inbound queues, 5000 outbound queues 37; 300 sites, 3000 agent-based teams, 20000 active users 38; 1000 active skills, 9000 skill profiles, up to 50 skills per profile, and 50 skill requirements per queue 39; and 500 dialed numbers per entry point up to 15000 system-wide 36. Verify that audio files do not exceed 5242880 bytes per file or 2097152000 bytes total tenant storage 35.

Verify

Suggested check: Inspect the edited spreadsheet to ensure row counts, skill profile mappings, and audio file sizes comply with all validated platform limits.

Rollback

Suggested rollback: Discard changes in WebexCC_Bulk_Upload.xlsx and revert to the unedited extract workbook.

Step 6 Load configuration into tenant

Do

Package the edited workbook using command java -jar uccx-to-webexcc-v3.4.jar -zip to generate WebexCC_Bulk_Upload.zip 6768. The command names uccx-to-webexcc-v3.4.jar while the download is v3.5 6721. In Control Hub, navigate to Services > Contact Center > Tenant Settings > Bulk Operations 7. Upload CSV files one at a time, keeping each file under 5000 rows and 5 MB 69. Follow the required CSV sequence: MultimediaProfiles, Site, UserProfiles, WorkTypes, AuxiliaryCodes, AgentProfiles, AddressBook, SkillDefinition, SkillProfile, Team, EntryPoint, OutdialEntryPoint, Queues, OutdialQueue, EntryPointMappings, OutdialANI, then Users 31. Upload prompts using a ZIP archive containing WAV files up to 50 MB per submission 5. Note that Cisco states the tool is continuously evolving and may not currently support all latest features 51.

Verify

Verify in Bulk Operations that every job reports status Completed rather than Completed with errors or Failed 10.

Rollback

WarmTransfer's reading of the sources is that bulk operations expose no built-in undo, requiring operators to re-upload previous values or delete created objects manually 8. Suggested rollback: Delete newly created objects from Control Hub or re-import baseline configuration CSV files.

Step 7 Rebuild call flows in Flow Designer

Do

Recreate UCCX Editor script logic as flows in Flow Designer, where each activity represents a single step in the flow 28. Select activities from the contact handling, voice, flow control, and utilities categories, including Queue Contact, Queue to Agent, Menu, Play Message, Collect Digits, Blind Transfer, Callback, Case, Condition, GoTo, Business Hours, HTTP Request, and Set Variable 27. In the field, teams have chosen to maintain and simplify existing call flows during migration rather than introducing concurrent redesigns 25.

Verify

Verify that the flow passes validation, as the Publish button remains disabled until all validation errors are resolved 30.

Rollback

Flow Designer does not include native version control; flow version numbers reflect publish counts, and version labels are organizational 29. Suggested rollback: Restore and republish a previously exported or cloned copy of the flow.

Step 8 Create channel and map dialed numbers

Do

Define an inbound channel by creating an entry point and mapping it to a dial number in Control Hub at Services > Contact Center > Tenant Settings > Voice 1317. Ensure that mapped numbers use globalized +E.164 format, as extension numbers cannot be mapped directly to an entry point 23.

Verify

Suggested check: Place an inbound test call to the +E.164 number and verify that the entry point invokes the configured Flow Designer flow.

Rollback

Suggested rollback: Remove the dial number mapping in Control Hub.

Step 9 Configure agent station credentials

Desktop (WebRTC) — the browser is the phone

Do

In the desktop profile's Voice Channel Options, enable Desktop 15. Inform agents to select Desktop using WebRTC when signing in 3. Note that the Webex Contact Center Agent Desktop does not support headset control actions for WebRTC-based calls 59.

Verify

Suggested check: Have an agent sign in selecting Desktop credentials and place a test call to confirm two-way browser audio.

Rollback

Suggested rollback: In the desktop profile Voice Channel Options, disable Desktop and enable Extension or Agent DN.

A Webex Calling extension

Do

In the desktop profile's Voice Channel Options, enable Extension 15. Assign Webex Calling extensions to agents and have them select Extension at sign-in 3.

Verify

Suggested check: Sign in an agent using the Extension option and confirm that queued calls alert the assigned Webex Calling endpoint.

Rollback

Suggested rollback: Disable Extension under Voice Channel Options in the desktop profile and restore alternative credentials.

A Dial Number — existing phone registered to Unified CM

Do

In the desktop profile's Voice Channel Options, enable Agent DN 15. Set Agent DN Validation to Provisioned DN to restrict sign-in to configured values, or Unrestricted to allow any entered DN 1. Maintain call control for agent and supervisor phones on on-premises Unified CM or Webex Calling Dedicated Instance 2. When connecting via Dedicated Instance, ensure trunks use certificate-based mTLS 16. In the field, softphone agents experienced answer delays that required adjusting ring timeout parameters to avoid automatic rerouting 26.

Verify

Suggested check: Log in using the Dial Number option and confirm that queued calls ring the existing Unified CM desk phone.

Rollback

Suggested rollback: Disable Agent DN in the desktop profile Voice Channel Options.

Step 10 Wire coexistence routing split

UCCX script hands migrated calls onward

Do

Retain published DIDs on UCCX and insert a Call Redirect step in the script triggered by the Unified CM Telephony trigger 5352. Target the +E.164 dial number mapped to the Webex Contact Center entry point 23. In the script, configure branches for Busy, Invalid, and Unsuccessful to redirect calls back to a local UCCX CSQ 57.

Verify

Suggested check: Place calls to the UCCX trigger and verify successful redirection to Webex Contact Center, as well as fallback to the local UCCX queue when the redirect target is busy or invalid.

Rollback

Suggested rollback: Repoint the Unified CM Telephony trigger to the original UCCX script application or remove the Call Redirect step.

On-premises SBC routes per-number

Do

In the field, teams configure the on-premises SBC or CUBE to split call routing by DID, hairpinned to the Webex Contact Center Local Gateway trunk while keeping non-migrated DIDs routed to Unified CM 24. Use a registration-based trunk on Cisco IOS XE Bengaluru 17.6.1a or later for up to 250 calls, or a certificate-based mTLS trunk on Cisco IOS XE Cupertino 17.9.1a or later for higher capacity 34.

Verify

Suggested check: Verify on the SBC that dialed numbers for migrated queues route over the Local Gateway dial-peer, while non-migrated numbers route to Unified CM.

Rollback

Suggested rollback: Revert dial-peer matching and routing preference on the SBC to return all DIDs to Unified CM.

Numbers repointed at carrier or Control Hub

Do

Repoint published numbers directly at the carrier or map cloud-hosted numbers under Control Hub Services > Contact Center > Tenant Settings > Voice 17. Ensure numbers are delivered in globalized +E.164 format 23.

Verify

Suggested check: Call the repointed number and confirm arrival at the Webex Contact Center entry point flow, while non-migrated numbers still terminate on UCCX.

Rollback

Suggested rollback: Remove the dial number mapping in Control Hub or request the carrier revert number delivery to the UCCX PSTN circuit.

Step 11 Execute cutover

Queue-by-queue or team-by-team waves

Do

Ensure agents use Provisioned DN validation in their desktop profile during migration waves to prevent misrouted sign-ins 1.

Verify

Verify that migrated queues accumulate contact statistics in Analyzer while un-migrated queues continue to register activity in UCCX Unified Intelligence Center 454.

Rollback

Suggested rollback: Revert the coexistence call split and the agent station settings for only the current wave's queues and agents.

One maintenance window moves the whole contact center

Do

Move all queues, teams, and published numbers during a single maintenance cutover window, having pre-published all flows in Flow Designer to avoid validation failures during the transition 30.

Verify

Suggested check: Place test calls across every published number to confirm that agents across all queues receive and handle calls on Webex Contact Center.

Rollback

Suggested rollback: Revert all number mappings or SBC routing rules back to the UCCX telephony triggers.

Step 12 Manage historical reporting retention

Retain the UCCX database for historical reporting

Do

To preserve UCCX reporting history stored in the cluster's db_cra database, navigate to Tools > Historical Reporting > Purge Schedule Configuration in UCCX Administration 5556. Adjust the Purge data older than setting in months to accommodate your organization's compliance retention window 56. Retain the UCCX cluster and its Unified Intelligence Center reporting access, noting that user synchronization between UCCX and Unified Intelligence Center executes during purge jobs 54.

Verify

Suggested check: Run a historical report in Unified Intelligence Center against a past date range to confirm data remains accessible and is not purged by daily maintenance jobs.

Rollback

Suggested rollback: Restore the previous UCCX purge schedule values.

Rely solely on the 13-month Webex Contact Center Analyzer window

Do

Establish reporting on Webex Contact Center Analyzer, noting that Analyzer supports historical reporting for up to 13 months from the current date, which bounds all standard reports and call recording retrieval 4. Configure recording and transcript retention in Control Hub, which supports a range between 7 and 3600 days and defaults to 1095 days for new organizations 49.

Verify

Suggested check: Confirm that the retention settings match compliance requirements and that Analyzer reports generate for current queue activity.

Rollback

Suggested rollback: If pre-cutover UCCX data must be recovered before the local database purge runs, extend the UCCX purge retention first.

Step 13 Decommission UCCX triggers

Do

Disable UCCX Unified CM Telephony triggers rather than deleting scripts or applications, allowing configuration to remain available for historical reference 5358. Keep the UCCX cluster accessible if historical db_cra queries are required 55. Plan eventual node decommission around the software maintenance end date of 2026-12-31 and last date of support of 2027-12-31 for version 12.5 and 12.6 4342.

Verify

Verify that no calls arrive on UCCX triggers, that all inbound traffic is captured in Webex Contact Center Analyzer 4, and that no pending bulk operations remain failed or completed with errors 10.

Rollback

Suggested rollback: Re-enable the Unified CM Telephony triggers on UCCX to restore call handling on the cluster.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Calling Local Gateway, Cisco Unified Contact Center Express, and Cisco UCCX to Webex Contact Center discovery tool. Deployments: on-premises, hybrid, multi-tenant, and dedicated instance. Sources checked 2026-09-22. The end-of-sale and end-of-life announcement applies to on-premises contact center versions 12.5 and 12.6 under bulletin EOL15696 4069. The UCCX discovery tool requires Java 8 or above 20. Webex Contact Center PSTN is geographically restricted to the contiguous United States and Canada 60. Cisco Webex Calling Plan availability is subject to trial status and regional inbound number support 14. Local Gateway with CUBE requires Cisco IOS XE Bengaluru 17.6.1a or later for registration-based trunks and Cupertino 17.9.1a or later for certificate-based mTLS trunks 34.

What remains uncertain

The exact translation of individual UCCX Editor scripting steps into Flow Designer activities is not covered by the sources below. Migration of third-party or UCCX-native multichannel components outside the standard bulk upload schema is not covered by the sources below. Automated migration procedures for pre-existing UCCX call recordings are not covered by the sources below. Licensing overlap calculations during coexistence are not covered by the sources below. Emergency calling routing and compliance adjustments during agent station migration are not covered by the sources below.

Sources

1
The Agent DN Validation setting on a Webex Contact Center desktop profile is either Unrestricted, letting an agent enter any DN at the station credentials prompt, or Provisioned DN, restricting sign-in to the value provisioned for that agent.
Desktop profiles in Webex Contact Center · Agent DN Validation · Checked 2026-09-22
2
In the documented Webex Contact Center integration options, call control for agent and supervisor phones can remain on on-premises Unified CM or Webex Calling Dedicated Instance while Webex Contact Center performs contact routing.
Webex Dedicated Instance Contact Center integration · Deployment options, Option 1 and Option 2 descriptions · Checked 2026-09-22
3
An agent signing in to the Webex Contact Center Agent Desktop chooses one of three station credential options: Desktop using WebRTC, a Webex Calling Extension, or a Dial Number, and which options appear depends on the agent's profile configuration.
Sign in to the Agent Desktop · Station credentials, calling method options · Checked 2026-09-22
4
Webex Contact Center Analyzer supports reporting for up to 13 months from the current date, and that limit applies to all Analyzer reports including the availability of call recordings.
Webex Contact Center Analyzer User Guide · Analyzer data retention statement · Checked 2026-09-22
5
Audio files are loaded into Webex Contact Center as a ZIP archive containing WAV files only, with a maximum of 50 MB per submission.
Bulk Operations in Webex Contact Center · Bulk Operations, audio files · Checked 2026-09-22
6
A Webex Contact Center bulk operations CSV file may contain a maximum of 5000 rows and may not exceed 5 MB; larger data sets must be split across multiple files and requests.
Bulk Operations in Webex Contact Center · Bulk Operations, file format and limits · Checked 2026-09-22
7
Bulk Operations for Webex Contact Center are run from Control Hub at Services > Contact Center > Tenant Settings > Bulk Operations.
Bulk Operations in Webex Contact Center · Bulk Operations, navigation path · Checked 2026-09-22
8
Webex Contact Center bulk operations expose no documented rollback or undo action, so reversing a bad load means re-uploading the previous values or deleting the created objects.inferred
Bulk Operations in Webex Contact Center · Bulk Operations, full article; no rollback section present · Checked 2026-09-22
9
Only one Webex Contact Center bulk operation can be active at a time.
Bulk Operations in Webex Contact Center · Bulk Operations, job status dashboard · Checked 2026-09-22
10
Each Webex Contact Center bulk operations job reports a status of New, In Progress, Completed, Completed with errors, or Failed.
Bulk Operations in Webex Contact Center · Bulk Operations, status values · Checked 2026-09-22
11
Telephony queues in Webex Contact Center widen the agent pool through call distribution groups, each with a priority and an Add group after value in seconds that sets when the system moves to the next group.
Create a queue and an outdial queue in Webex Contact Center · Call distribution groups · Checked 2026-09-22
12
Webex Calling Cloud Connected PSTN provides connectivity in over 65 countries through certified calling providers, with the Cloud Connected PSTN Partner handling service initiation, activation and billing.
Set up voice channels for Webex Contact Center · Webex Calling Cloud Connected PSTN (Cloud Connect, CCP, or CCCP) · Checked 2026-09-22
13
In Webex Contact Center a channel is an entry point together with, for inbound telephony, the mapping of that entry point to a support or dial number.
Set up a channel · Set up a channel, opening definition · Checked 2026-09-22
14
Cisco Webex Calling Plan is a Cisco-managed bundled PSTN option with single billing, currently available for Webex Contact Center trials and in the regions where Cisco supports service or inbound toll-free numbers.
Set up voice channels for Webex Contact Center · Cisco Webex Calling Plan · Checked 2026-09-22
15
A Webex Contact Center desktop profile's Voice Channel Options control which sign-in methods an agent sees: Agent DN, Extension, and Desktop for browser-based WebRTC.
Desktop profiles in Webex Contact Center · Voice Channel Options · Checked 2026-09-22
16
Integrating Webex Contact Center with Webex Calling Dedicated Instance requires certificate-based mTLS trunks, because registration-based trunks are no longer supported for that integration.
Webex Dedicated Instance Contact Center integration · Contact Center integration prerequisites, trunk type note · Checked 2026-09-22
17
Dial numbers are added to a Webex Contact Center tenant at Control Hub > Services > Contact Center > Tenant Settings > Voice, where an available number is selected and the entry point it maps to is chosen.
Set up voice settings for Webex Contact Center · Add dial numbers procedure, step 1 · Checked 2026-09-22
18
The discovery tool's extract phase is run from the command line as java -jar uccx-to-webexcc-v3.4.jar -extract, supplying the migration password, domain, hostname and port as inputs.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Run the discovery tool for migration, extract command · Checked 2026-09-22
19
The discovery tool's extract phase produces application-pro.yml, WebexCC_Bulk_Upload.xlsx and WebexCC_Bulk_Upload_Prompts.zip.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Run the discovery tool for migration, generated files · Checked 2026-09-22
20
The UCCX discovery tool requires a system with Java 8 or above, network access to the Cisco Unified CCX server, and the administrator username and password of the Unified CCX application.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Run the discovery tool for migration, Before you begin · Checked 2026-09-22
21
The UCCX to Webex Contact Center migration uses discovery tool v3.5, downloaded from the Cisco software download portal.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Run the discovery tool for migration, download step · Checked 2026-09-22
22
After the extracted workbook is edited to match the Webex Contact Center design, the tool's -zip phase packages the edited configuration into the final migration package.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Run the discovery tool for migration, zip command · Checked 2026-09-22
23
Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points; extension numbers cannot be mapped to an entry point.
Set up a channel · Set up a channel, dial number mapping note · Checked 2026-09-22
24
In a reported UCCX to Webex Contact Center engagement the team kept its existing SIP trunking and routed calls through the on-premises CUBE gateway to the cloud platform, a hairpin design chosen because it preserved a fallback path.field report
Challenges of Moving from Cisco UCCX to Webex Contact Center · Deployment approach section · Checked 2026-09-22
25
In a reported UCCX to Webex Contact Center engagement the team deliberately kept and simplified the existing call flow design rather than redesigning it during the platform move, judging simultaneous migration and redesign too risky.field report
Challenges of Moving from Cisco UCCX to Webex Contact Center · Call flow and script rewrite section · Checked 2026-09-22
26
In a reported UCCX to Webex Contact Center cutover, Jabber softphone agents experienced call answer delays that triggered automatic rerouting until ring timeout parameters were adjusted.field report
Challenges of Moving from Cisco UCCX to Webex Contact Center · Agent endpoints section · Checked 2026-09-22
27
Flow Designer activities are grouped into contact handling, voice, flow control and utilities, and include Queue Contact, Queue to Agent, Menu, Play Message, Collect Digits, Blind Transfer, Callback, Case, Condition, GoTo, Business Hours, HTTP Request and Set Variable.
Webex Contact Center Flow Designer · Activity categories: Contact Handling, Voice, Flow Control, Utilities · Checked 2026-09-22
28
Flow Designer is the Webex Contact Center component that routes real-time calls, with each activity representing a single step in a flow.
Webex Contact Center Flow Designer · Flow Designer overview · Checked 2026-09-22
29
Flow Designer has no version control feature; the flow version number counts the number of times the flow has been published, and version labels may be applied for organization only.
Webex Contact Center Flow Designer · Flow versions and version labels · Checked 2026-09-22
30
Flow Designer's Publish button stays disabled until all flow validation errors are resolved.
Webex Contact Center Flow Designer · Flow validation · Checked 2026-09-22
31
The migration article prescribes a CSV import order to prevent dependency errors: MultimediaProfiles, Site, UserProfiles, WorkTypes, AuxiliaryCodes, AgentProfiles, AddressBook, SkillDefinition, SkillProfile, Team, EntryPoint, OutdialEntryPoint, Queues, OutdialQueue, EntryPointMappings, OutdialANI, then Users.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Run the discovery tool for migration, recommended CSV upload order · Checked 2026-09-22
32
The Webex Calling Local Gateway option lets a Webex Contact Center customer keep their current on-premises PSTN carrier while providing access in over 140 markets globally, using a customer-provided session border controller.
Set up voice channels for Webex Contact Center · Webex Calling Local Gateway (LGWY) · Checked 2026-09-22
33
Webex Calling Local Gateway runs on Cisco Unified Border Element on IOS XE, or on a supported third-party session border controller from Oracle, Ribbon, AudioCodes, anynode or Italtel.
Get started with Local Gateway · Supported devices for Local Gateway · Checked 2026-09-22
34
A registration-based Local Gateway trunk supports up to 250 concurrent calls and requires CUBE on Cisco IOS XE Bengaluru 17.6.1a or later, while a certificate-based mTLS trunk supports more than 250 concurrent calls and requires Cisco IOS XE Cupertino 17.9.1a or later.
Get started with Local Gateway · Registration-based versus certificate-based trunk comparison table · Checked 2026-09-22
35
A Webex Contact Center audio file may not exceed 5242880 bytes and total audio storage for the tenant is capped at 2097152000 bytes.
Webex Contact Center system limits · System limits table, audio file rows · Checked 2026-09-22
36
A Webex Contact Center tenant supports up to 500 dialed numbers per entry point and 15000 entry-point dialed numbers system-wide.
Webex Contact Center system limits · System limits table, dialed number rows · Checked 2026-09-22
37
A Webex Contact Center tenant supports up to 6000 active entry points, 1000 outdial entry points, 11000 inbound contact service queues and 5000 outbound contact service queues.
Webex Contact Center system limits · System limits table, entry point and queue rows · Checked 2026-09-22
38
A Webex Contact Center tenant supports up to 300 active sites, 3000 agent-based teams and 20000 active users.
Webex Contact Center system limits · System limits table, site, team and user rows · Checked 2026-09-22
39
A Webex Contact Center tenant supports up to 1000 active skills and 9000 skill profiles, with a maximum of 50 skills per skill profile and 50 skill requirements per queue.
Webex Contact Center system limits · System limits table, skill rows · Checked 2026-09-22
40
Cisco published the end-of-life announcement for version 12.5 and 12.6 of its on-premises contact center applications, including Unified Contact Center Express, on 2025-06-30.
End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses · Milestone table, row: End-of-Life Announcement Date · Checked 2026-09-22
41
The last day to order Cisco on-premises contact center 12.5 and 12.6 software and licenses, including Unified Contact Center Express, was 2025-12-31.
End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses · Milestone table, row: End-of-Sale Date · Checked 2026-09-22
42
The last date of support for Cisco on-premises contact center 12.5 and 12.6, including Unified Contact Center Express, is 2027-12-31.
End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses · Milestone table, row: Last Date of Support · Checked 2026-09-22
43
End of software maintenance releases for Cisco on-premises contact center 12.5 and 12.6, including Unified Contact Center Express, is 2026-12-31.
End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses · Milestone table, row: End of Software Maintenance Releases Date · Checked 2026-09-22
44
The Country chosen in the Webex Contact Center Order Set-Up wizard determines data residency, and the Contact Center data locality defaults to the selected country.
Create a Webex Contact Center order · Order Set-Up wizard, Country field and Contact Center tab data locality setting · Checked 2026-09-22
45
A Webex Contact Center subscription is placed in Cisco Commerce Workspace under SKU A-CJP or A-FLEX-CC, and the Order Set-Up wizard is launched from a Set Up Now link emailed on the requested start date.
Create a Webex Contact Center order · Ordering section, SKU list and Set Up Now email · Checked 2026-09-22
46
Webex Contact Center offers four voice connectivity options: Webex Contact Center PSTN, Webex Calling Cloud Connected PSTN, Cisco Calling Plan, and Webex Calling Local Gateway.
Set up voice channels for Webex Contact Center · Voice options section headings · Checked 2026-09-22
47
Within a Webex Contact Center skill-based queue, Longest available selects the agent who has been available the longest and Best available selects the agent with the highest proficiency.
Create a queue and an outdial queue in Webex Contact Center · Contact Routing Settings, agent selection options · Checked 2026-09-22
48
A Webex Contact Center queue is defined with a contact direction, a channel type, and either skill-based routing or non-skill-based team or agent assignment.
Create a queue and an outdial queue in Webex Contact Center · General and Contact Routing Settings sections · Checked 2026-09-22
49
Webex Contact Center recording and transcript retention is configurable from 7 through 3600 days, defaulting to 1095 days for new organizations.
Data retention and purge policy for Webex Contact Center · Recordings and transcripts retention period · Checked 2026-09-22
50
Before the UCCX migration data can be bulk-loaded, the Webex Contact Center tenant must be set up and users must be added and synchronized through Control Hub.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Prepare for migration · Checked 2026-09-22
51
Cisco states that the UCCX migration tool is continuously evolving and may not currently support all the latest Webex Contact Center features.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · Run the discovery tool for migration, limitations note · Checked 2026-09-22
52
The UCCX Editor's Call Redirect step redirects a call to another extension and is commonly used in IVR applications to transfer a call once a destination has been determined.
Call Redirect Step - Contact Center Express · Call Redirect Step, description · Checked 2026-09-22
53
A UCCX Unified CM Telephony trigger responds to calls arriving on a specific route point by selecting telephony and media resources and invoking an application script to handle the call.
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Cisco Applications Configuration · Application Triggers, Unified CM Telephony Trigger · Checked 2026-09-22
54
Unified Intelligence Center is the UCCX historical reporting tool, and the UCCX to Unified Intelligence Center user synchronization runs as part of the purge job.
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Unified CCX Reporting · Unified Intelligence Center reporting, user synchronization note · Checked 2026-09-22
55
UCCX historical reporting data is collected and stored in the db_cra database on the UCCX cluster.
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Unified CCX Reporting · Purge Historical Data, database overview · Checked 2026-09-22
56
UCCX Purge Schedule Configuration, reached at Tools > Historical Reporting > Purge Schedule Configuration, sets Daily purge at, Purge data older than in months, and automatic purge thresholds based on database and extent size.
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Unified CCX Reporting · Purge Schedule Configuration, field list · Checked 2026-09-22
57
The UCCX Call Redirect step has four output branches: Successful when the call is ringing at the specified extension, Busy when that extension is busy, Invalid when it does not exist, and Unsuccessful when the step fails internally.
Call Redirect Step - Contact Center Express · Call Redirect Step, output branches · Checked 2026-09-22
58
In UCCX a Cisco Script Application binds a script uploaded to the script repository to an application, with a Maximum Number of Sessions setting that caps simultaneous instances.
Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Cisco Applications Configuration · Add a New Cisco Script Application · Checked 2026-09-22
59
The Webex Contact Center Agent Desktop does not support headset control actions for WebRTC-based calls.
Sign in to the Agent Desktop · Station credentials, Desktop (WebRTC) note · Checked 2026-09-22
60
Webex Contact Center PSTN, in which Cisco is the carrier and bills the customer directly, is available only in the contiguous United States and Canada.
Set up voice channels for Webex Contact Center · Webex Contact Center PSTN · Checked 2026-09-22
61
The credentials accepted by the UCCX APIs are the administrator username and password configured during installation.
API Authentication - Contact Center Express · API Authentication, credentials paragraph · Checked 2026-09-22
62
Cisco lists creating users in Control Hub and synchronising them for Contact Center as prerequisites that must be completed before the discovery tool is run.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · section 'Prepare for migration', prerequisite list items on Control Hub users and synchronisation · Checked 2026-09-22
63
GET https://<server>/adminapi/csq/{id} returns CSQ attributes including queueType, queueAlgorithm, resourcePoolType, serviceLevel, serviceLevelPercentage, selectionCriteria and a poolSpecificInfo element carrying skillGroup and skillCompetency detail.
Get CSQ - Contact Center Express · Get CSQ, sample response element names · Checked 2026-09-22
64
Team is a documented Configuration API object defined as a group of agents reporting to the same supervisor, with one primary supervisor and optional secondary supervisors, exposed through list, get, create, modify and delete operations.
Team - Contact Center Express · Team, object description and operation sub-headings · Checked 2026-09-22
65
If no port is supplied to the discovery tool, it uses 443 as the default port.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · section 'Run the discovery tool for migration', note following the extract-mode input prompt table · Checked 2026-09-22
66
The documented procedure requires the operator to edit and validate WebexCC_Bulk_Upload.xlsx against the intended Webex Contact Center design, and to save it under the same filename, before running -zip.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · section 'Run the discovery tool for migration', steps between the extract and zip commands · Checked 2026-09-22
67
Packaging is invoked with the command 'java -jar uccx-to-webexcc-v3.4.jar -zip', which is a separate second invocation of the same jar.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · section 'Run the discovery tool for migration', zip step · Checked 2026-09-22
68
A successful -zip run creates WebexCC_Bulk_Upload.zip within the WebexCC Bulk Upload folder, and this archive is the artefact imported into Webex Contact Center.
Migrate Cisco Unified Contact Center Express to Webex Contact Center · section 'Run the discovery tool for migration', result of the zip step · Checked 2026-09-22
69
The end-of-sale and end-of-life announcement covering Cisco version 12.5 and 12.6 on-premises contact center applications carries the Cisco end-of-life bulletin identifier EOL15696.
End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses · bulletin header, EOL identifier field · Checked 2026-09-22

Documents

tier 2 current vendor documentation

Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) - Cisco Applications Configuration

Cisco Systems · accessed 2026-09-22

tier 2 current vendor documentation

End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses

Cisco Systems · 2025-06-30 · accessed 2026-09-22

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 22). UCCX to Webex Contact Center migration. WarmTransfer. https://warmtransfer.net/guides/uccx-to-webex-contact-center

BibTeX

@misc{warmtransfer-uccx-to-webex-contact-center,
  title  = {UCCX to Webex Contact Center migration},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/uccx-to-webex-contact-center},
  note   = {Verified 2026-09-22}
}