Avaya Aura to Webex Calling

Do

In the field, retrieve the station and group assignments using list station and list hunt-group from the Avaya SAT interface 50. In the field, practitioners catalog all extensions, hunt groups, and coverage paths across the environment 50.

Verify

Suggested check: Verify that every inventoried extension maps to an active station, hunt group, or vector directory number.

Rollback

Suggested rollback: No configuration changes were made; retain the exported inventory files for reference.

Do

Map each legacy hunt group to one of the Webex Calling routing patterns: circular, top down, longest idle, weighted, or simultaneous 28. Verify that agent member counts do not exceed pattern limits: up to 1,000 members for circular, top down, and longest idle; up to 100 members for weighted; and up to 50 members for simultaneous 27. Map simple announcement and transfer menus to Webex Calling auto attendants, which offer actions to play an announcement, transfer with or without prompt, transfer to operator, transfer to voicemail, dial by name, dial by extension, or exit 2. Map time-of-day call routing to Webex Calling business-hours and holiday schedules 3.

Verify

Suggested check: Verify that every mapped hunt group respects the agent limit for its selected routing pattern and that every menu action aligns with a supported destination.

Rollback

Suggested rollback: Revise or discard the feature mapping matrix before applying settings in Control Hub.

Premises-based PSTN through a Local Gateway

Do

Configure the organization extension length between 2 and 10 digits, which defaults to 4 digits 26. If multiple locations reuse the same extensions, define an inter-location routing prefix of 1 to 7 digits 37. Format all numbers as E.164, as Webex Calling CSV bulk provisioning accepts only E.164 numbers 20. Add the location under Management > Location and select premises-based PSTN through a Local Gateway to keep the current PSTN provider or connect non-cloud sites 3251. When adding phone numbers in Control Hub, select Activate Numbers Later so numbers remain inactive until cutover 3351.

Verify

Suggested check: Verify in the management portal that the location displays premises-based PSTN and that assigned numbers remain in an inactive state.

Rollback

Suggested rollback: Remove the configured numbers and delete the location from the management portal.

Port numbers to Cisco Calling Plan

Do

Configure the organization extension length between 2 and 10 digits, which defaults to 4 digits 26. If multiple locations reuse the same extensions, define an inter-location routing prefix of 1 to 7 digits 37. Format all numbers as E.164, as Webex Calling CSV bulk provisioning accepts only E.164 numbers 20. Add the location under Management > Location and select Cisco Calling Plan 3251. Assemble a current bill or invoice and a Letter of Agency (LOA), which in some countries is filled electronically in Control Hub 1452. Group the porting numbers so that all numbers on the same losing-carrier account port at the same time, even if submitted across separate port orders 15.

Verify

Suggested check: Verify in the management portal that the location is established with the cloud calling plan and that all numbers sharing an account are grouped together.

Rollback

Suggested rollback: Cancel unsubmitted port orders and remove the location from the management portal.

Do

Deploy a Cisco CUBE or an approved third-party Session Border Controller (SBC) as the Local Gateway; Cisco lists Oracle, Ribbon, AudioCodes, anynode, and Italtel NetMatch-S as third-party SBC vendors 42. AudioCodes states its Mediant SBCs are certified as third-party gateways for premises PSTN connectivity for Webex Calling 4. When using a third-party SBC, configure a certificate-based trunk, which is the only trunk type supported for third-party SBCs, and confirm support from both Cisco and the SBC vendor 4041. For Cisco CUBE, ensure the device runs at least IOS XE 17.6.1a for registration-based trunks or at least IOS XE 17.9.1a for certificate-based trunks 21. Use a certificate-based trunk whenever call capacity exceeds 250 concurrent calls, as registration-based trunks support up to 250 concurrent calls 43. Configure the certificate-based trunk with an FQDN, and ensure the SBC certificate is signed by a supported CA carrying that FQDN as its common name or subject alternative name 17. Bundle the trunk into a route group containing up to 10 trunks, using priorities to determine failover order 35. Note that trunks used for premises-based PSTN through a Local Gateway can also connect Webex Calling to premises PBXs 31.

Verify

Suggested check: Verify that the SIP trunk registers or displays online status in Control Hub and that bidirectional test calls route through the SBC.

Rollback

Suggested rollback: Delete the route group and remove the trunk configuration in Control Hub.

Phased cutover in waves with coexistence

Do

Create dial plans that route calls matching specified patterns to the SBC route group leading to on-premises destinations 24. Build patterns as E.164 numbers with + or enterprise significant numbers, using X for a single digit and a single ! only at the end of an E.164 pattern 22. Keep patterns within the limit of 10,000 dial patterns per dial plan 23. Configure unknown extension routing for the location to send calls made to an unknown extension of 2 to 10 digits to the SBC route group as premises calls 45.

Verify

Suggested check: Verify that test calls from the cloud platform to unmigrated extensions and external numbers route across the SBC to the on-premises system.

Rollback

Suggested rollback: Disable unknown extension routing and remove the dial plans pointing to the SBC route group.

Single cutover window

Do

For numbers that must remain on-premises after cutover, configure dial plans that direct those specific patterns to the SBC route group 2422. Configure unknown extension routing on the location to send calls placed to an unknown extension of 2 to 10 digits to the SBC route group as a cutover safeguard 45.

Verify

Suggested check: Verify that an unassigned extension routes to the on-premises system over the SBC during the transition window.

Rollback

Suggested rollback: Disable unknown extension routing and delete the cutover dial plans from the management portal.

Do

In Control Hub under Services > Calling > Features, select Add New on the Hunt Group card to create the required hunt groups 53. Assign each hunt group a phone number or extension, and select its routing pattern: circular, top down, longest idle, weighted, or simultaneous 2854. Create auto attendants under Services > Calling > Features by selecting Add New on the Auto Attendant card 55. Set up separate business-hours and after-hours menus driven by business-hours and holiday schedules, noting that the after-hours menu also applies during holiday schedules 356. Ensure all custom auto attendant greeting files are WAV files at 8 or 16 kHz, 8 or 16 bit mono, encoded as u-law, A-law, or PCM, with a file size of at most 2 MB 157. When using CSV bulk updates, leave a field blank to keep a setting unchanged, and use the value REMOVE to clear a setting 19.

Verify

Suggested check: Place test calls to the auto attendant and hunt group extensions to verify that prompt playback, menu selections, and routing behaviors match the planned design.

Rollback

Suggested rollback: Delete the newly created hunt groups and auto attendants from Control Hub.

Keep ACD splits and vectors on Avaya

Do

Create dial plans that route calls matching VDN and ACD destinations to the SBC route group 24. Build patterns as E.164 numbers with + or enterprise significant numbers, using X for a single digit and a single ! only at the end of an E.164 pattern 22.

Verify

Suggested check: Place a call from a cloud user to an extension and confirm that the call reaches the on-premises system and receives the expected treatment.

Rollback

Suggested rollback: Remove the routing entries from the dial plan.

Rebuild queues using Webex Calling call queues

Do

Evaluate queues to ensure they meet voice-only requirements, as Cisco positions Webex Calling call queues as voice-only and suited to simple voice-centric call centers, recommending Webex Contact Center for omnichannel, sophisticated, or large high-volume deployments 10. Create each queue in Control Hub under Services > Calling > Features > Call Queue > Add new 58. Configure queue routing using priority-based patterns (circular, top down, longest idle, weighted, simultaneous) or skill-based routing across agent skill levels 1 to 20 8. Ensure queue capacity does not exceed the limit of 250 calls, and configure overflow treatment to perform busy treatment, play ringing until hang-up, or transfer to a phone number 9.

Verify

Suggested check: Place concurrent test calls to each rebuilt call queue to verify agent distribution, skill prioritization, and overflow handling.

Rollback

Suggested rollback: Add the queue numbers back to the dial plan to route them to on-premises destinations, then delete the call queues.

No ACD or vectoring functions in use

Do

Verify that no additional call queues or contact center dial patterns are required in the dial plan 24.

Verify

Suggested check: Verify that no incoming numbers or user extensions route to legacy contact center queues.

Rollback

Suggested rollback: No configuration changes are required for this step.

Do

Where user voicemail greetings are uploaded through the portal, ensure the file is a WAV file formatted as 8 kHz, 8-bit mono CCITT u-law, and at most 2 MB 47. Inform users that Webex Calling internal mailboxes enforce storage limits of 10 minutes for a single message and 100 minutes for the entire mailbox 48. If voice messages must be sent only to email, enable the Use external mailbox setting; users configured with an external mailbox cannot access messages from a phone, Webex App, or User Hub 46.

Verify

Suggested check: Leave a test voicemail for a migrated user to verify delivery, message playback, and external email forwarding if configured.

Rollback

Suggested rollback: Revert user call-forwarding rules to route unanswered calls to the legacy messaging pilot number over the SBC trunk.

Do

Replace existing Avaya desk phones with supported Webex Calling devices, as Cisco's third-party device support page lists Poly, Yealink, Yealink DECT, AudioCodes, and Snom devices, but does not list Avaya 39. Note that third-party devices on Webex Calling receive standard SIP phone features only, require manual deployment without activation codes, require individual (not bulk) provisioning in Control Hub, and have no third-party RMA or warranty support from Cisco 38. Provision users, extensions, and assigned numbers using CSV bulk uploads formatted exclusively with E.164 numbers 20.

Verify

Suggested check: Confirm that new devices register to the cloud service and successfully place internal, PSTN, and cross-platform calls to the on-premises system.

Rollback

Suggested rollback: Keep existing endpoints active on user desks until cloud service and device registrations are validated.

Do

Configure enhanced emergency calling using RedSky for dynamic location-based routing to PSAPs for locations in the U.S., its territories, and Canada, while configuring standard PSTN emergency calling for locations in other countries 25. Cisco states that for Kari's Law compliance, any emergency call made from within the organization must generate an email notification 29.

Verify

Suggested check: Conduct a scheduled emergency test call in coordination with the local public safety answering point and verify receipt of the emergency notification email.

Rollback

Suggested rollback: Do not cut over live calling traffic if emergency services or notification alerts fail verification.

Premises-based PSTN through a Local Gateway

Do

During the cutover window, activate the phone numbers that were held inactive in Control Hub 33. Bulk activate non-mobile numbers from the Actions menu, which supports up to 500 numbers at a time 59. Update the SBC or carrier routing rules so inbound PSTN calls for migrated numbers route to Webex Calling rather than Avaya, using the Local Gateway trunk that connects both premises PBXs and PSTN services 31.

Verify

Suggested check: Place test calls from external networks to the activated numbers to confirm that inbound calls ring on Webex Calling.

Rollback

Suggested rollback: Revert SBC routing to send inbound PSTN calls back to the on-premises system, and return the numbers in the portal to an inactive state.

Port numbers to Cisco Calling Plan

Do

Submit port orders to Cisco Calling Plan allowing at least 5 business days, or 2 to 3 weeks for larger ports, from submission to the losing carrier 13. Request port activation between 9 AM and 4 PM on regular business days 16. Cisco advises keeping porting numbers active with the losing carrier throughout the port and having the new system provisioned before the port date 11. Allow at least 15 minutes (or 30 minutes for project or complex ports) after the Firm Order Commitment (FOC) time for numbers to activate automatically and start working 12.

Verify

Suggested check: Place test calls from external networks to ported numbers following the FOC activation window to verify incoming call completion.

Rollback

Suggested rollback: Because active ports cannot be reversed through local configuration, maintain the on-premises configuration until carrier port completion is verified across all numbers.

Phased cutover in waves with coexistence

Do

Following each migration wave, remove that wave's migrated dial patterns from the Webex Calling dial plan so outbound calls route internally rather than traversing the SBC to Avaya 24. Ensure that partial migrations do not split numbers belonging to the same losing-carrier account under Cisco Calling Plan 15. Once the final wave is complete, disable unknown extension routing on the location unless required for lingering coexistence 45. Maintain the trunk connection to Avaya if ACD splits and call vectors remain active 31.

Verify

Suggested check: Verify that users across migrated and unmigrated waves can call each other bidirectionally using internal extensions.

Rollback

Suggested rollback: Re-add the wave's dial patterns to the Webex Calling dial plan and revert carrier routing at the SBC.

Single cutover window

Do

Migrate all users and numbers in the cutover window, ensuring that all losing-carrier accounts port simultaneously 15. Following cutover validation, turn off unknown extension routing to the SBC route group 45. Retain only the dial plans and SBC trunks needed for numbers or contact center components that remain on Avaya 2431.

Verify

Suggested check: Execute an end-to-end test plan verifying internal extension dialing, inbound and outbound PSTN calls, hunt groups, auto attendants, and voicemail retrieval.

Rollback

Suggested rollback: Re-enable unknown extension routing to the SBC route group and revert carrier number routing to point to the on-premises system.