In the hybrid state described by the TDM transition guide, Webex Contact Center provides ACD, reserves the agent and routes incoming calls, while Unified CCX plays IVR prompts, reserves the agent and routes the call to the agent via Unified CM.
Checked 2026-09-22
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- call-distribution
- Deployment
- hybrid
- Region
- not restricted
- Release range
- guide dated 2021-09
- Checked
- 2026-09-22
Sources
- Collaboration Transitions: Contact Center: Transitioning from Unified Contact Center Express to Webex Contact Center — Cisco Systems, Inc. · tier 2 current vendor documentation · hybrid step call-flow description
Cite this note
APA
WarmTransfer. (2026, September 22). Telephony during a UCCX to Webex Contact Center migration: source note uccx-to-webex-cc-telephony-coexistence-tdm-hybrid-roles. WarmTransfer. https://warmtransfer.net/knowledge/claims/uccx-to-webex-cc-telephony-coexistence-tdm-hybrid-roles
BibTeX
@misc{warmtransfer-claim-uccx-to-webex-cc-telephony-coexistence-tdm-hybrid-roles,
title = {Telephony during a UCCX to Webex Contact Center migration: source note uccx-to-webex-cc-telephony-coexistence-tdm-hybrid-roles},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/uccx-to-webex-cc-telephony-coexistence-tdm-hybrid-roles},
note = {Source note uccx-to-webex-cc-telephony-coexistence-tdm-hybrid-roles, checked 2026-09-22}
}