Migrations · guide

Avaya Aura Contact Center and Elite to Webex Contact Center

Verified 2026-10-01 · 126 sources · tier 2–5

For Contact center and telephony engineers who run an Avaya Communication Manager contact center and are building on a Webex Contact Center subscription..

In Avaya Communication Manager, VDNs are extensions that point to vectors, vectors are scripts that manipulate call flow, and skills qualify agents to handle the calls that need them 6 8 3. In Webex Contact Center, an inbound telephony channel is an entry point mapped to a dial number, Flow Designer routes real-time calls, and the Queue Contact activity places a contact in a queue 36 56 43.

Before you start

AWS guidance for Avaya migrations describes 2 approaches: a phased approach that moves components or business functions one at a time, often preferred for complex systems or to minimize risk, or a full migration that switches everything at once 57.
Cisco advises configuring Webex Calling fully, including Control Hub settings, licensing and PSTN interconnectivity, before configuring the Webex Contact Center tenant 33.
After a trial or subscription order, an administrator configures the contact center tenant with the Services setup wizard in Control Hub (admin.webex.com) 58.
Bulk Operations, used throughout this guide, runs from Control Hub at Services > Contact Center > Tenant Settings > Bulk Operations 59.
If Avaya will stay in front during coexistence, choose an SBC from the Control Hub device type list, because only the SBCs shown there are validated by Cisco's partners as compatible Webex Calling Local Gateways 24.
AWS guidance advises getting security compliance approval of decisions such as call-recording encryption policy, and sign-off on designs, before starting the build 60.
AWS guidance warns that treating a contact center migration purely as a technology delivery project risks overlooking staff training and operating model changes 61, and notes that user training, process changes and service desk changes are often overlooked until the project is close to completion 62.
Collect, for the inventory, the VDNs and their vectors 6, the whisper messages and vector variables each VDN defines 7, and the skills, splits and agent skill levels 3 5 4.

What changes by situation

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

Do you move all routing in one cutover, or in waves of VDNs and the agents who serve them?

Who receives PSTN calls while Avaya and Webex coexist?

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

Step 1 Inventory the Avaya routing estate

Do

List every VDN and the vector it points to: in Avaya Communication Manager, VDNs are extensions that point to vectors, so that an inbound call can be sent directly to a vector for processing 6.
Record each VDN's agent whisper message and vector variables, which Avaya's glossary says the VDN defines 7.
Record each vector's steps and which vectors route to other vectors, because Avaya defines vectors as scripts written in a BASIC-like language that can route to other vectors 8.
List each skill and the agents who hold it; Avaya defines an ACD skill as an attribute that qualifies an agent to handle calls needing it, and the 2015 glossary says an agent can be assigned up to 60 skills 3.
List each split and its members, since in Avaya Communication Manager a split groups agents or extensions that receive calls 5.
Record each agent's skill levels, which run from 1 (highest expertise) to 16 (lowest), and note which skills are primary and which are secondary 4.

Verify

Suggested check: confirm that every number reaching the contact center appears in the inventory against a VDN. Suggested check: confirm that every skill a routing script queues to appears in the skill list.

Rollback

Suggested rollback: none is needed, because this step only reads configuration.

Step 2 Map Avaya objects to Webex objects and size against limits

Do

WarmTransfer's reading of the sources is that an Avaya VDN and its number become a Webex Contact Center entry point with a mapped DN, a vector becomes a Flow Designer flow with nested vectors as GoTo targets or subflows, and a skill or split becomes a queue plus skill definitions or teams 11.
For nested vectors, Flow Designer has a GoTo activity that hands a contact from one flow to another and a Subflow activity that calls a reusable subflow from a main flow 41.
Choose a routing type for each queue: skill-based routing (only agents meeting skill criteria), team-based assignment (teams in distribution groups) or agent-based assignment (next available agent in a set order) 49.
Check the inventory counts against the Webex Contact Center system limits of 6,000 active entry points 63, 500 skill-based and 10,500 team-based queues 64, 1,000 active skills with at most 50 skills in one skill profile 65, and 20,000 active users per organization 66.
Compare agent skill counts: the 2015 Avaya glossary says an agent can be assigned up to 60 skills 3, while Webex Contact Center allows at most 50 skills in one skill profile 65.
A Webex Contact Center proficiency skill takes a value from 0 through 10 representing an agent's level of expertise 53, while Avaya skill levels run from 1 (highest) to 16 (lowest) 4.
We infer that, because the ranges differ and Avaya's runs best-first, skill levels need an explicit translation table rather than copying the numbers across 13.

Verify

Suggested check: confirm that every inventoried object has a target in the mapping. Suggested check: confirm that no count in the mapping exceeds a tenant limit. Suggested check: confirm that every existing skill level has a translated value.

Rollback

Suggested rollback: none is needed, because the mapping is a planning document.

Step 3 Build Webex Calling and the telephony path

Avaya stays in front and routes migrated numbers over a SIP trunk to a Webex Local Gateway

Do

Cisco advises configuring Webex Calling fully, including Control Hub settings, licensing and PSTN interconnectivity, before configuring the Webex Contact Center tenant 33.
Configure the contact center tenant with the Services setup wizard in Control Hub, which appears on every Control Hub visit until setup completes successfully 58.
Stand up the Local Gateway: for Webex Contact Center voice, the Local Gateway is the customer's session border controller, which registers with Webex Calling, and Cisco CUBE and third-party SBCs are supported 45.
The Local Gateway lets a Webex Contact Center customer keep its existing on-premises PSTN carrier, with access in over 140 markets 67.
Choose the SBC from the device type list in Control Hub, because only the SBCs shown there are validated by Cisco's partners as compatible Webex Calling Local Gateways 24.
Cisco lists Oracle, Ribbon, AudioCodes, anynode and Italtel NetMatch-S as third-party SBC vendors for the Local Gateway, on certificate-based trunks 68, and a third-party SBC is supported only with a certificate-based trunk 69.
A deployment using a third-party SBC requires support from both Cisco and the SBC vendor 70.
For Cisco CUBE as Local Gateway, a registration-based trunk requires at least IOS XE 17.6.1a and a certificate-based trunk requires at least IOS XE 17.9.1a 71.
Registration-based Local Gateway trunks support up to 250 concurrent calls, and certificate-based trunks are used for more than 250 concurrent calls 72.
Create the trunk: a Webex Calling trunk connects Webex Calling to the premises, is terminated by a local gateway or another supported device, and can be registration-based or certificate-based 23.
For a certificate-based trunk, have an FQDN ready and an SBC certificate signed by a supported CA that carries that FQDN as common name or subject alternative name 73.
Add the trunk to a route group, which lets Webex Calling distribute calls over several trunks or provide redundancy 22; a route group bundles up to 10 trunks, with priority setting failover order 74.
We infer that, with Avaya kept in front, the carrier keeps delivering to Avaya and migrated numbers are routed from Avaya over a SIP trunk to the SBC acting as the Local Gateway, where they arrive as +E.164 numbers mapped to entry points 2.
DID and toll-free numbers routed into Webex Contact Center from a registration-based or certificate-based Local Gateway are provisioned in +E.164 format 44, and only PSTN numbers in globalized +E.164 format can be mapped to entry points 75.
If calls must later be sent back to Avaya, note that trunks used for premises-based PSTN through a Local Gateway can also connect Webex Calling to premises PBXs 76, and add a Webex Calling dial plan, which sends calls matching its dial patterns to on-premises destinations through a chosen trunk or route group 20.

Verify

Suggested check: confirm the new trunk is in service. Suggested check: route a test number from the existing platform across the trunk and confirm it arrives in +E.164 format.

Rollback

Suggested rollback: remove the route that sends test numbers to the gateway; the trunk can stay idle.

Webex is in front and reaches Avaya over a premises trunk for work not yet migrated

Do

Cisco advises configuring Webex Calling fully, including Control Hub settings, licensing and PSTN interconnectivity, before configuring the Webex Contact Center tenant 33.
Configure the contact center tenant with the Services setup wizard in Control Hub, which appears on every Control Hub visit until setup completes successfully 58.
Webex Contact Center PSTN, sold by Cisco as a bundle with Webex Contact Center, is available only to customers in the contiguous United States and Canada 77.
Webex Cloud Connected PSTN is a PSTN option with connectivity in over 65 countries through Certified Calling Providers 78, with the Cloud Connected PSTN Partner handling service initiation, activation and billing 79.
Cisco Calling Plans are listed as a bundled PSTN option 80, and Cisco describes Cisco Webex Calling Plan as currently available for Webex Contact Center trials and in the regions where Cisco supports service or inbound toll-free numbers 81.
A Local Gateway facing the carrier lets a Webex Contact Center customer keep its existing on-premises PSTN carrier, with access in over 140 markets 67.
Build a premises trunk toward Avaya: a Webex Calling trunk connects Webex Calling to the premises and can be registration-based or certificate-based 23.
Webex Calling PSTN trunking lets an organisation connect on-premises PBX systems 21, and the enterprise SBC that terminates the route groups can be any SBC supported by Webex Calling 19.
Place the trunk in a route group, which lets Webex Calling distribute calls over several trunks or provide redundancy 22.
Add a dial plan for the Avaya VDN numbers, since Webex Calling dial plans send calls matching defined dial patterns to on-premises destinations through a chosen trunk or route group 20.
Dial patterns may be E.164 numbers with + or enterprise significant numbers, may use X for 1 digit and ! for any sequence, and ! may appear only once at the end of an E.164 pattern 82.
Webex Calling allows up to 10,000 dial patterns per dial plan and 10,000 patterns per CSV upload 83.

Verify

Suggested check: place a test call to a number hosted on the new platform and confirm it arrives. Suggested check: place a test call from the new platform to a VDN pattern and confirm it reaches the existing platform.

Rollback

Suggested rollback: delete the dial plan and the trunk toward the existing platform; no production numbers have moved at this point.

Step 4 Build skills, teams and queues

Do

Create skill definitions of the right type: proficiency, boolean, text (up to 40 characters) or enum (named values of up to 20 characters) 55.
Create skill profiles and assign them to teams or to individual agents 54.
For skill-based queues, fill in the skill requirement matrix of skill type, skill name, condition and skill value 50.
For team-based queues, build call distribution groups: a group combines teams, and a switch time in seconds moves the contact to the next group when no agent is available 46.
Set each queue's service level threshold, the time a request can wait before it is flagged as outside the service level 51.
Set each queue's maximum time in queue no shorter than the longest wait the old routing allowed, because a contact that reaches it is terminated, for all media types 47.
Set each queue's switches for service monitoring and for allowing recording of all calls in that queue 48.
Load objects in bulk where you can: Bulk Operations can create, modify, import or export skill definitions, skill profiles, teams and queues, among other objects 32.
Split large loads, because a Bulk Operations CSV request can hold at most 5000 rows and 5 MB 31, and run jobs one after another, because only one bulk operation can be active at a time 84.
For load order, Cisco's UCCX migration article prescribes an order to prevent dependency errors in which SkillDefinition, SkillProfile and Team come before EntryPoint, Queues, EntryPointMappings and Users 85.

Verify

Each bulk operations job reports a status of New, In Progress, Completed, Completed with errors, or Failed 86.
Bulk Operations can export queues and skill profiles 32.

Suggested check: export the queues and skill profiles and compare the export with the mapping built earlier.

Rollback

We infer that 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 87. Suggested rollback: delete or deactivate the new objects, since nothing routes to them yet.

Step 5 Rebuild vector logic in Flow Designer

Do

We infer that routing logic should be planned as a manual rebuild in Flow Designer, because no Cisco or Avaya source found in this research describes importing Avaya vectors or AACC Orchestration Designer applications into Flow Designer 14.
Build the flows before the entry points, because the routing flow chosen for an entry point comes from the flows already created under Customer Experience > Flows 37.
Use the Queue Contact activity for each queue-to-skill step; it places a contact in a queue, with skill-based routing and skill relaxation options 43.
Use the GoTo activity to hand a contact to another flow, or the Subflow activity to call a reusable subflow, where a vector routed to another vector 41.
Replace time-of-day branches with business hours, which are built from working hours (shifts), holiday lists and overrides under Customer Experience > Business Hours in Control Hub 28.
In the flow, the business hours activity can play a message during off hours telling customers when agents will next be available 29.
Field reports suggest keeping and simplifying the existing call flow design rather than redesigning it during the platform move; in one reported UCCX to Webex Contact Center engagement, the team judged simultaneous migration and redesign too risky 88.
AWS guidance says the migration plan must review all existing call flows and, during a hybrid period with two telephony systems, make sure no part of a flow is duplicated and no important logic is dropped 89.
Load prompts as a ZIP archive of WAV files, at most 50 MB per submission 90, and keep the source audio, because Bulk Operations cannot export audio files 30.
Export each flow as JSON before every change, since flows can be exported and imported as JSON files 42 and Flow Designer has no version control feature 91.

Verify

Flow Designer's Publish button stays disabled until all flow validation errors are resolved 92.

Suggested check: walk each flow path and compare it with the steps of the routing script it replaces.

Rollback

Re-import the JSON export taken before the change, since flows can be exported and imported as JSON files 42.

Step 6 Create entry points and map a test number

Do

WarmTransfer's reading of the sources is that each VDN and its number become an entry point with a mapped DN 11.
Configure each telephony channel with a channel type of inbound telephony, a routing flow, a service level threshold and a time zone 39.
Add dial numbers at Control Hub > Services > Contact Center > Tenant Settings > Voice, where an available number is selected and the entry point it maps to is chosen 93.
Map only a test DN for now, because a channel is an entry point plus, for inbound telephony, the mapping of that entry point to a DN 36, and Cisco defines an entry point as the association of an inbound telephone number with an IVR service flow 38.

Verify

Suggested check: call the test number and confirm it plays the expected flow and queues to the expected queue.

Rollback

Suggested rollback: remove the test number mapping.

Step 7 Provision agents, desktop profiles and stations

Do

Add users in Control Hub manually (up to 25 at a time), by CSV (up to 1,000 users) or by automatic license assignment of a Standard or Premium license 94.
Alternatively, load users, user profiles and desktop profiles with Bulk Operations 32.
At sign-in an agent chooses Desktop (browser WebRTC audio), Extension (a Webex Calling extension) or Dial Number (a Webex Calling dial number in E.164 or international format) 52.
Which sign-in options appear depends on the agent's profile configuration 95, set in the desktop profile's Voice Channel Options of Agent DN, Extension and Desktop 96.
Decide each desktop profile's DN validation: it either leaves DN sign-in unrestricted, letting agents enter any DN, or restricts sign-in to the provisioned default DN 35 97.
Confirm agent browsers meet the minimum versions of Chrome 144+, Microsoft Edge 144+ and Firefox 140+, and Cisco recommends the latest stable versions 98.
Do not plan Desktop sign-in for VDI agents, because Agent Desktop is supported on VDI but WebRTC is not 99.
When agents move from desk phones to a soft phone, AWS guidance recommends building adjustment time into training and expecting a learning curve after go-live 100.
AWS guidance also recommends consulting agents with accessibility concerns about moving from tactile desk phones 101.
In the field, one reported UCCX to Webex Contact Center cutover saw Jabber softphone agents' answer delays trigger automatic rerouting until ring timeout parameters were adjusted 102.

Verify

Suggested check: have a pilot agent sign in, become available and receive a call on the test number.

Rollback

Suggested rollback: remove the pilot users' licenses or deactivate the pilot users.

Step 8 Reconnect the CRM

Do

Configure the connector that matches your CRM: Webex Contact Center provides integration connectors for Salesforce, Microsoft Dynamics 365 and ServiceNow, alongside HTTP and custom connectors 34.

Verify

Suggested check: place a test call to a pilot agent and confirm the CRM behaves as the agents expect.

Rollback

Suggested rollback: disable the connector; the existing CTI integration stays in place until decommissioning.

Step 9 Stand up reporting and WFO

Do

Rebuild the critical Avaya reports in Analyzer, which reports real-time and historical data, provides stock reports and lets users build dashboards of custom visualisations 27.
If you need workforce management or quality management, order Basic WFM and Basic QM, which are separate SKUs 16.
Basic WFM forecasts across voice, digital and back-office channels and includes multi-skill scheduling and shift bidding 17.
Basic QM records customer interactions for compliance, training and evaluation, including agent screen activity alongside audio 18.
Set recording retention deliberately: Webex Contact Center keeps voice recordings and transcripts for 1095 days by default in new organizations, keeps them indefinitely in existing organizations until an administrator sets a period, and allows 7 to 3600 days 103.
Purged recordings cannot be recovered, and purge on the exact scheduled day is not guaranteed 104.

Verify

Analyzer historical report visualisations can be exported to Microsoft Excel or CSV 26.

Suggested check: confirm that test-number traffic appears in the new reports and in an exported file.

Rollback

Suggested rollback: none is needed, because the existing reporting keeps running in parallel.

Step 10 Sequence the cutover and plan back-transfers

Phased waves: one line of business or set of VDNs at a time, with Avaya and Webex running side by side

Do

We infer that exporting entry points, entry point mappings, queues and skill profiles with Bulk Operations before each wave gives a restorable record of the Webex configuration 10.
AWS guidance says organizations often move agents in groups by line of business or job type, a phase that can last several months and requires cross-platform call transfers between teams 105.
AWS guidance says choosing which business unit goes first is extremely important 106.
AWS guidance suggests migrating teams that frequently transfer calls to each other together, and shortening the cross-platform transfer period 107.
AWS guidance recommends keeping the period of running 2 platforms as short as practical, because a longer period raises cost, operator burden and the risk of making changes on the wrong platform 108.
We infer that, because each DN is mapped to an entry point individually, a wave can move one VDN's numbers at a time by mapping only that wave's DNs, leaving other numbers on Avaya 15.
For transfers to teams still on Avaya, use the Flow Designer Blind Transfer activity, which transfers a call to an external dial number 40.
We infer that such a Blind Transfer can target an Avaya VDN number that a Webex Calling dial plan routes to the premises trunk 9.
AWS guidance recommends PSTN DDI numbers reserved only for cross-platform transfers, so that transfers can be measured, reported and prioritized separately 109.
Where teams stay split across platforms for a long time and need call-attached data passed on transfer, AWS guidance names a technique called rolling DNIS 110.

Verify

Suggested check: in test, transfer a call from a new flow to a number still on the existing platform and confirm it reaches the intended VDN.

Rollback

We infer that a wave can be reversed by redirecting its numbers back to the Avaya VDN at whichever point routes them (carrier, Avaya, or Webex dial plan) and removing the DN mapping from the Webex entry point 12.

Single cutover: build and test everything, then move every number in one change window

Do

We infer that exporting entry points, entry point mappings, queues and skill profiles with Bulk Operations before the change gives a restorable record of the Webex configuration 10.
AWS guidance says a full migration may be faster but requires meticulous planning and preparation 111.
AWS guidance says zero downtime may not be achievable, depending on opening hours and backend systems 112.
Prepare to map every production DN in the change window with Bulk Operations, which handles entry point mappings 32, split into files of at most 5000 rows and 5 MB 31.
We infer that numbers can be reverted by redirecting them back to the Avaya VDN at whichever point routes them and removing the DN mapping 12, so keep the Avaya configuration intact through the change window.
AWS guidance recommends testing the support model before go-live by raising a test incident to the level 1 support desk and tracking it through the process 113.
AWS guidance recommends making the handover into business-as-usual operations a gate for go-live approval 114.

Verify

Each bulk operations job reports a status of New, In Progress, Completed, Completed with errors, or Failed 86.

Suggested check: rehearse the change in test, covering every entry point, and confirm the full mapping file loads without errors.

Rollback

Suggested rollback: re-point the numbers to the existing platform, as described in the step that moves the numbers.

Step 11 Move the numbers

Avaya stays in front and routes migrated numbers over a SIP trunk to a Webex Local Gateway

Do

We infer that, with Avaya in front, migrated numbers are routed from Avaya over a SIP trunk to the SBC acting as the Local Gateway and arrive as +E.164 numbers mapped to entry points 2; change the Avaya routing for this wave's numbers, or all numbers in a single cutover, accordingly.
Map the matching +E.164 DNs to their entry points, because only PSTN numbers in globalized +E.164 format can be mapped and extension numbers cannot 75.
We infer that in a wave cutover, mapping only that wave's DNs leaves other numbers on Avaya 15.

Verify

Suggested check: place live calls on each moved number and confirm they reach the right queue. Suggested check: confirm no calls remain queued on the existing platform for the moved VDNs.

Rollback

We infer that numbers can be reverted by redirecting them back to the Avaya VDN at whichever point routes them and removing the DN mapping from the Webex entry point 12.

Webex is in front and reaches Avaya over a premises trunk for work not yet migrated

Do

Move the numbers to the PSTN option chosen earlier, which can be Cloud Connected PSTN 78, a Cisco Calling Plan 80, Webex Contact Center PSTN 77 or a Local Gateway facing the carrier 67.
If numbers port to Cisco Calling Plan, Cisco advises keeping them active with the losing carrier throughout the port and having the new system provisioned before the port date 115.
Cisco advises allowing at least 5 business days, or 2 to 3 weeks for larger ports, from submission to the losing carrier 116.
Porting to Cisco Calling Plan requires a current bill or invoice and a Letter of Agency, which in some countries is an electronic LOA filled in Control Hub 117.
Numbers on the same losing-carrier account must port at the same time even if they are in different port orders 118, which constrains how waves can be drawn.
Cisco Calling Plan port activation can be requested between 9 AM and 4 PM on regular business days 119, activates automatically at the FOC time, and Cisco advises allowing at least 15 minutes (30 for project or complex ports) for numbers to start working 120.
AWS guidance describes forwarding calls from the old platform to a number on the new platform before a port completes, allowing fast rollback by changing forwarding rules 121, but recommends not leaving forwarding in place for long because each forwarded call is charged inbound on the old DDI, outbound on the forward and inbound on the new DDI 122.
Map each moved number to its entry point, since for inbound telephony the channel is the entry point plus its DN mapping 36.
Keep the dial plan toward Avaya for numbers not yet migrated, since it sends matching calls to on-premises destinations through the chosen trunk or route group 20.

Verify

Suggested check: place live calls on each moved number and confirm they reach the right queue. Suggested check: call a number that has not moved and confirm it still reaches the existing platform through the trunk.

Rollback

We infer that numbers still routed by the Webex dial plan can be reverted by redirecting them back to the Avaya VDN and removing the DN mapping from the Webex entry point 12. Suggested rollback: for numbers already ported, agree the reverse process with the carrier before the change window.

Step 12 Archive and decommission Avaya

Do

We infer that Avaya historical reporting should be archived outside Webex before decommissioning, because the Analyzer guide describes no way to import external historical data and reports only 13 months 1.
The 13-month Analyzer limit applies to all Analyzer reports, including the availability of call recordings 123.
For legacy recordings and reporting statistics, AWS guidance offers 2 options: migrate the data after a feasibility check, or archive it in place and decommission it when the minimum retention period expires 124.
AWS guidance says archiving legacy data in place may be more cost-effective than migrating it, especially when the data is on a purchased platform and rarely accessed 125.
Field reports suggest that practitioners leaving UCCE dump the historical database tables before decommissioning and query them next to the new platform's data through a BI layer, rather than converting them into the cloud vendor's schema 126.
After the last numbers have been stable, remove the Webex Calling dial plan entries toward Avaya, which are what send matching calls to on-premises destinations through the trunk or route group 20.

Verify

Suggested check: confirm that no call has reached the old platform over an agreed observation period. Suggested check: open the archive and confirm it is readable.

Rollback

Suggested rollback: none is possible once the old platform is powered down, so keep the archive.

Applicability

Applies to: Avaya Aura Call Center Elite, Avaya Aura Communication Manager, Cisco Webex WFO, Cisco Webex Calling, Cisco Webex Contact Center, Cisco Calling Plan, Amazon Web Services Amazon Connect Customer, and Cisco Unified Contact Center Enterprise. Deployments: on-premises, hybrid, and multi-tenant. Sources checked 2026-10-01. - Webex Contact Center PSTN is available only to customers in the contiguous United States and Canada 77.

The Avaya skill definitions used here come from a 2015 glossary, which says an agent can be assigned up to 60 skills 3.
The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+ 98.
For Cisco CUBE as Local Gateway, a registration-based trunk requires at least IOS XE 17.6.1a and a certificate-based trunk requires at least IOS XE 17.9.1a 71.

What remains uncertain

How Avaya Aura Contact Center objects outside vectors, VDNs, skills and splits are inventoried is not covered by the sources below.
The Avaya-side commands for changing vector and VDN routing, building the SIP trunk toward the Local Gateway, and removing Avaya routing, CTI and agent configuration at decommissioning are not covered by the sources below.
Avaya end-of-support dates are not covered by the sources below.
Which end of the Webex Contact Center proficiency range represents the highest expertise is not covered by the sources below.
How call-attached data is passed between Avaya and Webex Contact Center on a transfer is not covered by the sources below.
Whether Avaya phones can serve as Dial Number stations for Webex Contact Center agents is not covered by the sources below.
Whether Webex WFO can import Avaya historical data is not covered by the sources below.
How Avaya call recordings are archived and retained for legal purposes after decommissioning is not covered by the sources below.
The carrier process for returning a ported number to Avaya is not covered by the sources below.
The specific features each CRM connector offers agents are not covered by the sources below.

Sources

1
Because the Analyzer guide describes no way to import external historical data and reports only 13 months, Avaya historical reporting should be archived outside Webex before decommissioning rather than expected inside Analyzer.inferred
Cisco Webex Contact Center Analyzer User Guide · Whole guide (no import section); Introduction, 13-month window · Checked 2026-10-01
2
With Avaya kept in front, the carrier keeps delivering to Avaya and migrated numbers are routed from Avaya over a SIP trunk to an SBC acting as the Webex Calling Local Gateway, where they arrive as +E.164 numbers mapped to entry points.inferred
PSTN trunking for hybrid Webex Calling deployments · Overview (PBX connectivity); combined with Local Gateway statements in the voice channel article · Checked 2026-10-01
3
An Avaya ACD skill is an attribute associated with an agent that qualifies the agent to handle calls needing it, and the 2015 glossary says an agent can be assigned up to 60 skills.
Skill (agent skill) (Avaya Knowledge glossary) · Glossary entry 'Skill (agent skill)', definition · Checked 2026-10-01
4
Avaya skill levels run from 1 (highest expertise) to 16 (lowest), and Avaya also distinguishes primary and secondary skills.
Skill (agent skill) (Avaya Knowledge glossary) · Glossary entry 'Skill (agent skill)', related terms 'Skill level', 'Primary skill', 'Secondary skill' · Checked 2026-10-01
5
In Avaya Communication Manager a split is a mechanism for grouping agents or extensions that receive calls.
Split (Avaya Knowledge glossary) · Glossary entry 'Split', definition · Checked 2026-10-01
6
In Avaya Communication Manager, Vector Directory Numbers (VDNs) are extensions that point to vectors, so an inbound call can be sent directly to a vector for processing.
VDN - Vector Directory Number (Avaya Knowledge glossary) · Glossary entry 'VDN - Vector Directory Number', short definition · Checked 2026-10-01
7
Avaya's glossary says a VDN also defines the agent whisper message and vector variables, and is a soft extension not tied to physical equipment.
VDN - Vector Directory Number (Avaya Knowledge glossary) · Glossary entry 'VDN - Vector Directory Number', long definition · Checked 2026-10-01
8
Avaya defines vectors as scripts in Communication Manager that manipulate call flow, written in a BASIC-like language, and able to route to other vectors (nested vectors).
Vector (Avaya Knowledge glossary) · Glossary entry 'Vector', definition · Checked 2026-10-01
9
During coexistence, Webex Contact Center calls for work still on Avaya can be sent back with a Flow Designer Blind Transfer to an Avaya VDN number that a Webex Calling dial plan routes to the premises trunk.inferred
Configure trunks, route groups, and dial plans for Webex Calling · Overview: Dial plan; combined with Flow Designer Blind Transfer · Checked 2026-10-01
10
Exporting entry points, entry point mappings, queues and skill profiles with Bulk Operations before each wave gives a restorable record of the Webex configuration.inferred
Bulk Operations in Webex Contact Center · Supported configuration object types; Export · Checked 2026-10-01
11
The working mapping is: an Avaya VDN and its number become a Webex Contact Center entry point with a mapped DN; a vector becomes a Flow Designer flow, with nested vectors as GoTo targets or subflows; a skill or split becomes a queue plus skill definitions or teams.inferred
Set up a channel · Introduction; compared with Avaya glossary entries VDN, Vector, Skill, Split and Flow Designer activity reference · Checked 2026-10-01
12
A wave can be reversed by redirecting its numbers back to the Avaya VDN at whichever point routes them (carrier, Avaya, or Webex dial plan) and removing the DN mapping from the Webex entry point.inferred
Set up a channel · DN mapping · Checked 2026-10-01
13
Avaya skill levels (1 highest to 16 lowest) and Webex Contact Center proficiency values (0 through 10) differ in range, and Avaya's runs best-first, so skill levels need an explicit translation table rather than copying the numbers across.inferred
Skill definitions · Skill types, Proficiency; compared with Avaya glossary 'Skill level' · Checked 2026-10-01
14
No Cisco or Avaya source found in this research describes importing Avaya vectors or AACC Orchestration Designer applications into Flow Designer, so routing logic should be planned as a manual rebuild in Flow Designer.inferred
Build and manage flows with Flow Designer · Import and export flows (JSON flows only) · Checked 2026-10-01
15
Because each DN is mapped to an entry point individually, a wave cutover can move one VDN's numbers at a time by mapping only that wave's DNs to Webex entry points, leaving other numbers on Avaya.inferred
Set up a channel · Introduction; DN mapping · Checked 2026-10-01
16
Basic WFM and Basic QM on Webex WFO for Webex Contact Center are ordered as separate SKUs.
Basic WFM and QM offerings on Webex WFO for Webex Contact Center · Ordering section · Checked 2026-10-01
17
Basic WFM on Webex WFO forecasts across voice, digital and back-office channels and includes multi-skill scheduling and shift bidding.
Basic WFM and QM offerings on Webex WFO for Webex Contact Center · Basic WFM features · Checked 2026-10-01
18
Basic QM on Webex WFO records customer interactions for compliance, training and evaluation, including agent screen activity alongside audio.
Basic WFM and QM offerings on Webex WFO for Webex Contact Center · Basic QM features · Checked 2026-10-01
19
In hybrid PSTN trunking, the enterprise SBC that terminates Webex Calling route groups can be any SBC supported by Webex Calling.
PSTN trunking for hybrid Webex Calling deployments · Architecture / SBC section · Checked 2026-10-01
20
Webex Calling dial plans send calls matching defined dial patterns to on-premises destinations through a chosen trunk or route group.
Configure trunks, route groups, and dial plans for Webex Calling · Overview: Dial plan · Checked 2026-10-01
21
Webex Calling PSTN trunking lets an organisation connect on-premises PBX systems to Cloud Connected Partner PSTN and to Local Gateway PSTN.
PSTN trunking for hybrid Webex Calling deployments · Overview · Checked 2026-10-01
22
A Webex Calling route group is a group of trunks that lets Webex Calling distribute calls over several trunks or provide redundancy.
Configure trunks, route groups, and dial plans for Webex Calling · Overview: Route group · Checked 2026-10-01
23
A Webex Calling trunk is a connection between Webex Calling and the premises, terminated on the premises by a local gateway or another supported device; trunks can be registration-based or certificate-based.
Configure trunks, route groups, and dial plans for Webex Calling · Overview: Trunk; Trunk types · Checked 2026-10-01
24
Only the SBCs shown in the device type list in Control Hub are validated by Cisco's partners as compatible Webex Calling Local Gateways.
Configure trunks, route groups, and dial plans for Webex Calling · Create a trunk, device type note · Checked 2026-10-01
25
Analyzer supports reporting for up to 13 months back from the current date.
Cisco Webex Contact Center Analyzer User Guide · Introduction, data retention · Checked 2026-10-01
26
Analyzer historical report visualisations can be exported to Microsoft Excel or CSV.
Cisco Webex Contact Center Analyzer User Guide · Visualizations, export · Checked 2026-10-01
27
Webex Contact Center Analyzer reports real-time and historical data, provides stock reports and lets users build dashboards of custom visualisations.
Cisco Webex Contact Center Analyzer User Guide · Introduction; Stock Reports; Dashboard · Checked 2026-10-01
28
Webex Contact Center business hours are built from working hours (shifts), holiday lists and overrides, under Customer Experience > Business Hours in Control Hub.
Set up business hours for Webex Contact Center · Working hours; Holiday lists; Overrides; navigation · Checked 2026-10-01
29
In a flow, the business hours activity can be configured to play a message during off hours telling customers when agents will next be available.
Set up business hours for Webex Contact Center · Introduction, use in flows · Checked 2026-10-01
30
Bulk Operations can import audio files in a ZIP of up to 50 MB but cannot export audio files.
Bulk Operations in Webex Contact Center · Audio files; Export · Checked 2026-10-01
31
A Webex Contact Center Bulk Operations CSV request can hold at most 5000 rows and 5 MB; larger loads must be split into several files.
Bulk Operations in Webex Contact Center · File size and record limits · Checked 2026-10-01
32
Webex Contact Center Bulk Operations can create, modify, import or export objects including entry points, queues, sites, teams, users, user profiles, desktop profiles, skill definitions, skill profiles, entry point mappings, audio files, business hours and holidays.
Bulk Operations in Webex Contact Center · Supported configuration object types · Checked 2026-10-01
33
Cisco advises configuring Webex Calling fully, including Control Hub settings, licensing and PSTN interconnectivity, before configuring the Webex Contact Center tenant.
Set up voice channels for Webex Contact Center · Prerequisites / implementation sequence · Checked 2026-10-01
34
Webex Contact Center provides integration connectors for Salesforce, Microsoft Dynamics 365 and ServiceNow, alongside HTTP, custom, Google CCAI and Microsoft Teams connectors.
Webex Contact Center integration connectors · Connector list · Checked 2026-10-01
35
A Webex Contact Center desktop profile either leaves DN sign-in unrestricted, letting agents enter any DN, or restricts sign-in to the provisioned default DN.
Create and manage desktop profiles · Voice channel options, Dial number validation · Checked 2026-10-01
36
In Webex Contact Center a channel is an entry point plus, for inbound telephony only, the mapping of that entry point to a support or dial number (DN).
Set up a channel · Introduction · Checked 2026-10-01
37
The routing flow chosen for a Webex Contact Center entry point comes from the flows already created under Customer Experience > Flows, so the flow must exist before the entry point can point to it.
Set up a channel · Set up a channel, Routing Flow field · Checked 2026-10-01
38
Cisco defines a Webex Contact Center entry point as the association of an inbound telephone number with an IVR service flow.
Set up voice channels for Webex Contact Center · Entry point configuration section · Checked 2026-10-01
39
A telephony channel in Webex Contact Center is configured with a channel type (inbound or outbound telephony), a routing flow, a service level threshold and a time zone.
Set up a channel · Set up a channel, procedure steps · Checked 2026-10-01
40
The Flow Designer Blind Transfer activity transfers a call to an external dial number.
Build and manage flows with Flow Designer · Flow activities, Blind Transfer · Checked 2026-10-01
41
Flow Designer has a GoTo activity that hands a contact from one flow to another and a Subflow activity that calls a reusable subflow from a main flow.
Build and manage flows with Flow Designer · Flow activities, GoTo and Subflow · Checked 2026-10-01
42
Webex Contact Center flows can be exported and imported as JSON files.
Build and manage flows with Flow Designer · Import and export flows · Checked 2026-10-01
43
The Flow Designer Queue Contact activity places a contact in a Webex Contact Center queue, with skill-based routing and skill relaxation options.
Build and manage flows with Flow Designer · Flow activities, Queue Contact · Checked 2026-10-01
44
DID and toll-free numbers routed into Webex Calling or Webex Contact Center from a registration-based or certificate-based Local Gateway are provisioned in +E.164 format.
Set up voice channels for Webex Contact Center · Local Gateway section, number format · Checked 2026-10-01
45
For Webex Contact Center voice, the Local Gateway is the customer's session border controller, which registers with Webex Calling; Cisco CUBE and third-party SBCs are supported.
Set up voice channels for Webex Contact Center · Local Gateway section · Checked 2026-10-01
46
A Webex Contact Center call distribution group combines teams, and a switch time in seconds moves the contact to the next group when no agent is available.
Create and manage queues · Create a queue, Call distribution · Checked 2026-10-01
47
When a contact reaches a Webex Contact Center queue's maximum time in queue, the contact is terminated, for all media types.
Create and manage queues · Create a queue, Maximum time in queue · Checked 2026-10-01
48
Each Webex Contact Center queue has switches for service monitoring and for allowing recording of all calls in that queue.
Create and manage queues · Create a queue, Service monitoring and Allow recording · Checked 2026-10-01
49
Webex Contact Center queues route by skill-based routing (only agents meeting skill criteria), team-based assignment (teams in distribution groups) or agent-based assignment (next available agent in a set order).
Create and manage queues · Create a queue, Routing type · Checked 2026-10-01
50
A skill-based Webex Contact Center queue carries a skill requirement matrix of skill type, skill name, condition and skill value.
Create and manage queues · Create a queue, Skill requirements · Checked 2026-10-01
51
A Webex Contact Center queue's service level threshold is the time a request can wait in queue before it is flagged as outside the service level.
Create and manage queues · Create a queue, Service level threshold · Checked 2026-10-01
52
At Agent Desktop sign-in an agent chooses Desktop (browser WebRTC audio), Extension (a Webex Calling extension) or Dial Number (a Webex Calling dial number in E.164 or international format).
Sign in to Agent Desktop · Calling preference options · Checked 2026-10-01
53
A Webex Contact Center proficiency skill takes a value from 0 through 10 representing an agent's level of expertise.
Skill definitions · Skill types, Proficiency · Checked 2026-10-01
54
Webex Contact Center skills are assigned to calls and to skill profiles, and skill profiles are assigned to teams or to individual agents.
Skill definitions · Introduction · Checked 2026-10-01
55
Webex Contact Center skill definitions have four types: proficiency, boolean, text (up to 40 characters) and enum (named values of up to 20 characters).
Skill definitions · Skill types · Checked 2026-10-01
56
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
57
AWS guidance for Avaya migrations gives two approaches: phased, moving components or IVR business functions one at a time, which is often preferred for complex systems or to minimize risk; or a full migration that switches everything at once.
Decision-making processes - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance) · Step 2: Choose between a phased approach or a full migration · Checked 2026-09-25
58
After a trial or subscription order, an administrator configures the contact center tenant with the Services setup wizard in Control Hub (admin.webex.com). The wizard appears on every Control Hub visit until setup completes successfully.
Get started with Webex Contact Center · Services setup wizard section · Checked 2026-09-30
59
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
60
AWS guidance advises getting security compliance approval of decisions such as call-recording encryption policy, and sign-off on designs, before starting the build, because infrastructure decisions are costly to change later.
Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Targeted business outcomes, bullet Improved total cost of ownership (TCO) · Checked 2026-09-25
61
AWS guidance warns that treating a contact center migration purely as a technology delivery project risks overlooking staff training and operating model changes.
Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Pillars of successful migration, first paragraph · Checked 2026-09-25
62
AWS guidance notes that user training, process changes and service desk changes are often overlooked until the migration project is close to completion.
Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Targeted business outcomes, bullet Smooth and timely service introduction · Checked 2026-09-25
63
The limits are 6,000 active entry points and 1,000 outdial entry points.
System limits in Webex Contact Center · limits table, entry point rows · Checked 2026-09-30
64
The queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type.
System limits in Webex Contact Center · limits table, queue rows 'Skill-based routing type' and 'Team-based routing type' · Checked 2026-09-30
65
The limits are 1,000 active skills, 9,000 skill profiles and at most 50 skills in one skill profile.
System limits in Webex Contact Center · limits table, skills rows · Checked 2026-09-30
66
The system limit is 20,000 active users per Webex Contact Center organization.
System limits in Webex Contact Center · limits table, Users row 'Active users' · Checked 2026-09-30
67
The Webex Calling Local Gateway lets a Webex Contact Center customer keep its existing on-premises PSTN carrier, with access in over 140 markets.
Set up voice channels for Webex Contact Center · PSTN options section, Local Gateway · Checked 2026-09-30
68
Cisco lists Oracle, Ribbon, AudioCodes, anynode and Italtel NetMatch-S as third-party SBC vendors for Webex Calling Local Gateway, on certificate-based trunks.
Get started with Local Gateway · Third-party SBC support · Checked 2026-09-30
69
A third-party SBC used as a Webex Calling Local Gateway is supported only with a certificate-based trunk.
Configure trunks, route groups, and dial plans for Webex Calling · Trunk types / third-party SBC note · Checked 2026-09-30
70
A Webex Calling deployment using a third-party SBC requires support from both Cisco and the SBC vendor.
Get started with Local Gateway · Third-party SBC support · Checked 2026-09-30
71
For Cisco CUBE as Local Gateway, a registration-based trunk requires at least IOS XE 17.6.1a and a certificate-based trunk requires at least IOS XE 17.9.1a.
Get started with Local Gateway · Requirements / software versions for CUBE · Checked 2026-09-30
72
Registration-based Local Gateway trunks support up to 250 concurrent calls; certificate-based trunks are used for more than 250 concurrent calls.
Get started with Local Gateway · Trunk types / choosing registration-based or certificate-based trunk · Checked 2026-09-30
73
Adding a certificate-based trunk requires an FQDN, and the SBC certificate must be signed by a supported CA and carry that FQDN as common name or subject alternative name.
Configure trunks, route groups, and dial plans for Webex Calling · Certificate-based trunk requirements · Checked 2026-09-30
74
A Webex Calling route group bundles up to 10 trunks for distribution or redundancy, with priority setting failover order and random distribution among equal-priority trunks.
Configure trunks, route groups, and dial plans for Webex Calling · Route groups; limits table · Checked 2026-09-30
75
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
76
Trunks used for premises-based PSTN through a Local Gateway can also be used to connect Webex Calling to premises PBXs.
Configure trunks, route groups, and dial plans for Webex Calling · Premises-based PSTN / coexistence · Checked 2026-09-30
77
Webex Contact Center PSTN, sold by Cisco as a bundle with Webex Contact Center, is available only to customers in the contiguous United States and Canada.
Set up voice channels for Webex Contact Center · PSTN options section, Webex Contact Center PSTN · Checked 2026-09-30
78
Webex Cloud Connected PSTN (CCP) is a PSTN option for Webex Contact Center voice, with connectivity in over 65 countries through Certified Calling Providers.
Set up voice channels for Webex Contact Center · PSTN options section, Cloud Connected PSTN · Checked 2026-09-30
79
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
80
Cisco Calling Plans are listed as a bundled PSTN option for Webex Contact Center voice channels.
Set up voice channels for Webex Contact Center · PSTN options section, Cisco Calling Plan · Checked 2026-09-30
81
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
82
Dial patterns may be E.164 numbers with + or enterprise significant numbers, may use X for one digit and ! for any sequence, and ! may appear only once at the end of an E.164 pattern.
Configure trunks, route groups, and dial plans for Webex Calling · Dial plans / dial patterns · Checked 2026-09-30
83
Webex Calling allows up to 10,000 dial patterns per dial plan, 10,000 dial plans per enterprise and 10,000 patterns per CSV upload.
Configure trunks, route groups, and dial plans for Webex Calling · Limits table · Checked 2026-09-30
84
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
85
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
86
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
87
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
88
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
89
AWS guidance says the migration plan must review all existing call flows and, during a hybrid period with two telephony systems, make sure no part of a flow is duplicated and no important logic is dropped.
Migration planning - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance) · Evaluating the current architecture, final paragraph · Checked 2026-09-25
90
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
91
Flow Designer has no version control feature. The flow version number counts how many times the flow has been published, and version labels can be applied.
Build and manage flows with Flow Designer · flow versioning section · Checked 2026-09-30
92
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
93
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
94
Control Hub can add contact center users manually (up to 25 at a time), by CSV (up to 1,000 users) or by automatic license assignment of a Standard or Premium license.
Ways to Add Users for Webex Contact Center · introduction and methods list · Checked 2026-09-30
95
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
96
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
97
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
98
The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions.
System requirements for Webex Contact Center Desktop · Supported browsers table, Minimum column · Checked 2026-09-30
99
Agent Desktop is supported on VDI, but WebRTC (browser-based agent audio) is not supported on VDI.
System requirements for Webex Contact Center Desktop · VDI note in system requirements · Checked 2026-09-30
100
When agents move from desk phones to a soft phone, AWS guidance recommends building adjustment time into the training schedule and expecting a learning curve after go-live.
Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Shifting to soft phones, first bullet · Checked 2026-09-25
101
AWS guidance recommends consulting agents with accessibility concerns about moving from tactile desk phones, and including their feedback in soft phone design specifications.
Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Shifting to soft phones, second bullet · Checked 2026-09-25
102
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
103
Webex Contact Center keeps voice recordings and transcripts for 1095 days by default in new organizations; in existing organizations they are kept indefinitely until an administrator sets a period. The configurable range is 7 to 3600 days.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · default retention and configuration sections · Checked 2026-09-25
104
Webex Contact Center purges recordings and transcripts past their retention period oldest first; purge on the exact scheduled day is not guaranteed, and purged recordings cannot be recovered.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · purge and limitations sections · Checked 2026-09-25
105
AWS guidance says organizations often move agents in groups by line of business or job type, a phase that can last several months and requires cross-platform call transfers between teams during that time.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Transferring calls between other platforms and Amazon Connect, first paragraph · Checked 2026-09-25
106
AWS guidance says an IVR workload can be migrated in phases, such as by business unit, and that choosing which business unit goes first is extremely important.
Migration planning - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance) · Preparing your data · Checked 2026-09-25
107
To avoid building call-attached-data exchange between platforms, AWS guidance suggests migrating teams that frequently transfer calls to each other together, and shortening the cross-platform transfer period.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Transferring calls between other platforms and Amazon Connect, bullet Transfers without call attached data · Checked 2026-09-25
108
AWS guidance recommends keeping the period of running two contact center platforms as short as practical, because a longer period raises cost, operator burden and the risk of errors such as making changes on the wrong platform.
Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Primary vision, bullet Pace · Checked 2026-09-25
109
AWS guidance recommends using PSTN DDI numbers reserved only for cross-platform transfers, so that transfers can be measured and reported separately and prioritized differently.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Transferring calls between other platforms and Amazon Connect, second paragraph · Checked 2026-09-25
110
For teams that stay split across platforms for a long time and need call-attached data (such as caller security status) passed on transfer, AWS guidance names a technique called rolling DNIS.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Transferring calls between other platforms and Amazon Connect, bullet Transfers with call attached data · Checked 2026-09-25
111
AWS guidance says a full migration may be faster but requires meticulous planning and preparation.
Decision-making processes - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance) · Step 2, bullet Full migration · Checked 2026-09-25
112
AWS guidance says zero downtime may not be achievable, depending on opening hours and backend systems, and that accepting minimal disruption can reduce risk or cost elsewhere in the project.
Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Primary vision, bullet Minimal user disruption · Checked 2026-09-25
113
AWS guidance recommends testing the support model before go-live by raising a test incident to the level 1 support desk and tracking it through the support process to find gaps.
Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Support model · Checked 2026-09-25
114
AWS guidance recommends making the new platform's handover into business-as-usual operations a gate for go-live approval, and agreeing platform ownership before go-live.
Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Targeted business outcomes, bullet Smooth and timely service introduction · Checked 2026-09-25
115
Cisco advises keeping porting numbers active with the losing carrier throughout the port and having the new system provisioned before the port date.
Cisco Calling Plan number porting guidelines and policies · Porting process / cutover guidance · Checked 2026-09-30
116
Cisco advises allowing at least five business days, or two to three weeks for larger ports, from submission to the losing carrier.
Cisco Calling Plan number porting guidelines and policies · Timelines · Checked 2026-09-30
117
Porting numbers to Cisco Calling Plan requires a current bill or invoice and a Letter of Agency, which in some countries is an electronic LOA filled in Control Hub.
Cisco Calling Plan number porting guidelines and policies · LOA requirements · Checked 2026-09-30
118
Numbers on the same losing-carrier account must port at the same time even if they are in different port orders.
Cisco Calling Plan number porting guidelines and policies · Partial port rules · Checked 2026-09-30
119
Cisco Calling Plan port activation can be requested between 9 AM and 4 PM on regular business days.
Cisco Calling Plan number porting guidelines and policies · Timelines / port activation · Checked 2026-09-30
120
Cisco Calling Plan ports activate automatically at the FOC time, and Cisco advises allowing at least 15 minutes (30 for project or complex ports) for numbers to start working.
Cisco Calling Plan number porting guidelines and policies · Port day activation · Checked 2026-09-30
121
AWS guidance describes forwarding calls from the old platform to a number on the new platform as an optional step before the port completes, allowing agents to move before the port and allowing fast rollback by changing forwarding rules, with no carrier dependency.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Cutover approaches for porting numbers, Number porting, bullet Number forwarding · Checked 2026-09-25
122
AWS guidance recommends not leaving number forwarding in place for long, because each forwarded call is charged inbound on the old DDI, outbound on the forward and inbound on the new DDI, and uses an outbound circuit for every inbound call.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Cutover approaches for porting numbers, Number porting, bullet Number forwarding · Checked 2026-09-25
123
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
124
For legacy call recordings and reporting statistics, AWS guidance offers two options: migrate the data to the new platform after a feasibility check such as audio format compatibility, or archive it in place and decommission it when the minimum retention period expires.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Data migration · Checked 2026-09-25
125
AWS guidance says archiving legacy data in place may be more cost-effective than migrating it, especially when the data is on a purchased platform and rarely accessed, so that using two portals for old and new data is practical.
Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Data migration, second bullet · Checked 2026-09-25
126
Practitioners report that converting UCCE historical reporting data into a cloud vendor's reporting schema is impractical, and instead dump the historical database tables before decommissioning and query them next to the new platform's data through a BI layer.field report
UCCE Migration Planning: The UC Engineer's Guide to Field Parity, Reporting, and Data Retention · Historical data strategy section · Checked 2026-09-25

Documents

tier 2 current vendor documentation

Decision-making processes - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance)

Amazon Web Services · accessed 2026-09-25

tier 2 current vendor documentation

Migration planning - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance)

Amazon Web Services · accessed 2026-09-25

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, October 1). Avaya Aura Contact Center and Elite to Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/avaya-aacc-to-webex-contact-center

BibTeX

@misc{warmtransfer-avaya-aacc-to-webex-contact-center,
  title  = {Avaya Aura Contact Center and Elite to Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/avaya-aacc-to-webex-contact-center},
  note   = {Verified 2026-10-01}
}

Avaya Aura Contact Center and Elite to Webex Contact Center

Before you start

What changes by situation

Step 1 Inventory the Avaya routing estate

Do

Verify

Rollback

Step 2 Map Avaya objects to Webex objects and size against limits

Do

Verify

Rollback

Step 3 Build Webex Calling and the telephony path

Do

Verify

Rollback

Do

Verify

Rollback

Step 4 Build skills, teams and queues

Do

Verify

Rollback

Step 5 Rebuild vector logic in Flow Designer

Do

Verify

Rollback

Step 6 Create entry points and map a test number

Do

Verify

Rollback

Step 7 Provision agents, desktop profiles and stations

Do

Verify

Rollback

Step 8 Reconnect the CRM

Do

Verify

Rollback

Step 9 Stand up reporting and WFO

Do

Verify

Rollback

Step 10 Sequence the cutover and plan back-transfers

Do

Verify

Rollback

Do

Verify

Rollback

Step 11 Move the numbers

Do

Verify

Rollback

Do

Verify

Rollback

Step 12 Archive and decommission Avaya

Do

Verify

Rollback

Applicability

What remains uncertain

See also

Migrates to

Related

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