Planning a contact center platform migration

See also

Sources

1. 1
   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
2. 2
   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
3. 3
   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
4. 4
   AWS guidance recommends including back-office task workflows and routing, such as call transfers and case escalations that may change, in migration test scripts.

   Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Back office · Checked 2026-09-25
5. 5
   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
6. 6
   AWS guidance recommends telling finance teams before go-live that platform charges move into AWS billing after migration, so that costs can be mapped to the right business unit.

   Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Billing · Checked 2026-09-25
7. 7
   To move hundreds of Amazon Connect flows between instances, AWS documents an API procedure (ListContactFlows, DescribeContactFlow, CreateContactFlow, UpdateContactFlowContent) that requires an ARN-to-ARN mapping for queues, flows and prompts; without it, UpdateContactFlowContent fails with InvalidContactFlow.

   Migrate flows to an instance, Region, or environment in Connect Customer · procedure and paragraph following the Destination instance list · Checked 2026-09-25
8. 8
   Amazon Connect contact records remain available in the instance for 24 months from when the contact was initiated.

   Data model for Connect Customer contact records · Important things to know, second bullet · Checked 2026-09-25
9. 9
   The Amazon Connect analytics data lake keeps a fixed, rolling 25-month window of data that cannot be changed; to keep data longer, for example for statutory retention, customers must copy it to storage they control before it ages out.

   Data retention in the Connect Customer analytics data lake · first paragraph and Retaining data past the 25-month window · Checked 2026-09-25
10. 10
    Amazon Connect can export a flow only if it has fewer than 200 blocks and a total size under 1 MB; AWS recommends splitting larger flows.

    Import and export flows between flow designers in Connect Customer · Export limitations · Checked 2026-09-25
11. 11
    When an Amazon Connect flow is imported into a different instance, resource ARNs no longer match, so Connect falls back to resolving resources by name; a flow with an unresolved required parameter cannot be published.

    Import and export flows between flow designers in Connect Customer · Resolve resources in imported flows · Checked 2026-09-25
12. 12
    AWS set 03/31/2026 as the date when importing legacy-format flows into the Amazon Connect flow designer stops being supported; flows kept offline in the old format had to be converted before then.

    Import and export flows between flow designers in Connect Customer · Important box: Deprecation of Legacy Flow Import Support · Checked 2026-09-25
13. 13
    AWS guidance ranks customers as the highest priority for avoiding disruption during migration, even if that means more disruption for agents and backend system operators.

    Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Primary vision, bullet User list in order of significance · Checked 2026-09-25
14. 14
    AWS guidance describes two ways to cut over public numbers to Amazon Connect: backend repointing of a non-geographic (NGN) number to a Connect-hosted DDI, or porting the number itself.

    Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Cutover approaches for porting numbers · Checked 2026-09-25
15. 15
    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
16. 16
    AWS guidance does not recommend replicating a complex on-premises DTMF or speech IVR as-is in Amazon Lex; where existing call flows are very basic, it allows rehosting first and modernizing later.

    Decision-making processes - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance) · Step 3: Choose a migration strategy · Checked 2026-09-25
17. 17
    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
18. 18
    47 CFR 52.35(e)(2) defines intermodal ports to include wireline-to-wireless, wireless-to-wireline and ports involving interconnected VoIP service.

    47 CFR § 52.35 - Porting Intervals · paragraph (e)(2) · Checked 2026-09-25
19. 19
    Under 47 CFR 52.35(d), non-simple wireline-to-wireline and intermodal port requests must be completed within four business days, unless the new provider or the customer asks for a longer period.

    47 CFR § 52.35 - Porting Intervals · paragraph (d) · Checked 2026-09-25
20. 20
    Under 47 CFR 52.35(a), US carriers must complete simple wireline-to-wireline and intermodal ports within one business day, unless the new provider or the customer asks for a longer period.

    47 CFR § 52.35 - Porting Intervals · paragraph (a) · Checked 2026-09-25
21. 21
    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
22. 22
    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
23. 23
    The flow export formats documented by Amazon Connect (JSON with instance-specific ARNs) and Genesys Cloud Architect (i3 flow files) are platform-native, so a cross-vendor migration should plan to rebuild routing logic rather than import it.inferred

    Import and export flows between flow designers in Connect Customer · Flows are exported to JSON files; Resolve resources in imported flows · Checked 2026-09-25
24. 24
    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
25. 25
    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
26. 26
    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
27. 27
    In Genesys Cloud, customer audit data is kept for 365 days and SIP diagnostic PCAP files for 21 days, both fixed periods.

    Data retention periods and export functionality by feature - Genesys Cloud Resource Center · retention table, audit and SIP PCAP rows · Checked 2026-09-25
28. 28
    Genesys Cloud for PureConnect lets CIC administrators set up a paired Genesys Cloud organization from within CIC Interaction Administrator, which continuously syncs CIC user information such as name, email, extension and phone numbers; it requires CIC 2016 R3 or later.

    Genesys Cloud for PureConnect - Genesys Cloud Resource Center · article body, overview and requirements · Checked 2026-09-25
29. 29
    Genesys Cloud conversation data retention can be set between 90 days and five years, and the retention period is undefined by default.

    Data retention periods and export functionality by feature - Genesys Cloud Resource Center · retention table, conversation/interaction data row · Checked 2026-09-25
30. 30
    Genesys Cloud Architect exports flows as i3-format files by flow type; importing a flow from another organization may need configuration updates, for example to data actions, and Architect reports validation errors until they are fixed.

    Import or export a flow - Genesys Cloud Resource Center · export and import procedures · Checked 2026-09-25
31. 31
    Genesys Cloud sets no minimum or maximum retention for voice and digital recordings, but screen recordings can be kept for at most 365 days.

    Data retention periods and export functionality by feature - Genesys Cloud Resource Center · retention table, recordings and screen recordings rows · Checked 2026-09-25
32. 32
    Genesys documentation states that, because of data volume, some data types must be exported routinely while the platform is in use.

    Data retention periods and export functionality by feature - Genesys Cloud Resource Center · introductory text above the retention table · Checked 2026-09-25
33. 33
    AWS guidance contrasts infrastructure components, which are hard to change, with contact flows and caller journeys, which are easy to change, and recommends starting early with a basic flow and iterating with stakeholders rather than rigidly following the original design.

    Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Targeted business outcomes, bullet Agile customer experience · Checked 2026-09-25
34. 34
    AWS guidance lists legacy agent habits as a migration risk: agents used to Wi-Fi may resist a wired-connection requirement, and other collaboration apps such as Teams or Zoom on the same device can clash with contact center calls for audio devices.

    Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Legacy habits · Checked 2026-09-25
35. 35
    AWS guidance cautions that some NGN or toll-free providers do not charge for out-of-hours calls when they handle the hours check and messaging themselves, so this should be included when comparing charging models before porting.

    Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Number porting, first bullet · Checked 2026-09-25
36. 36
    In AWS guidance, NGN backend repointing needs no change to the public-facing number, is usually handled as a service request to the NGN carrier, and can be scheduled for a specific date and time.

    Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Cutover approaches for porting numbers, NGN backend repointing · Checked 2026-09-25
37. 37
    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
38. 38
    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
39. 39
    AWS guidance says number porting can take several weeks and recommends filing the port request early and using the ticket to fix the cutover date and time.

    Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Number porting, second bullet · Checked 2026-09-25
40. 40
    The several-week porting lead time in AWS guidance does not conflict with the FCC one- and four-business-day intervals. The FCC intervals govern completion after a valid request, apply only to US local wireline and intermodal ports, and allow longer periods at the customer's request, while project lead time also covers preparing the request and scheduling the cutover.inferred

    47 CFR § 52.35 - Porting Intervals · paragraphs (a) and (d), read against aws-pg-connect-migration-tech Number porting · Checked 2026-09-25
41. 41
    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
42. 42
    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
43. 43
    AWS guidance says the security team should confirm that the proposed target architecture meets organizational requirements such as retention policies, and that logging is planned and documented.

    Migration planning - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance) · Defining cloud infrastructure and security requirements · Checked 2026-09-25
44. 44
    AWS guidance recommends separate AWS accounts for development, testing and production Amazon Connect instances, both to limit the impact of changes and to set billing boundaries.

    Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Separate AWS accounts · Checked 2026-09-25
45. 45
    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
46. 46
    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
47. 47
    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
48. 48
    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
49. 49
    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
50. 50
    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
51. 51
    AWS guidance recommends user acceptance testing where end-users run the soft phone alongside their usual business applications, to check that devices still perform well.

    Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Device inventory, third bullet · Checked 2026-09-25
52. 52
    Cisco specifies a recommended CSV import order for UCCX-to-Webex Contact Center migration to avoid dependency errors. It starts with MultimediaProfiles.csv and Site.csv, then covers profiles, skills, teams, entry points and queues, and ends with Users.csv.

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · Import section, recommended order paragraph · Checked 2026-09-25
53. 53
    The Cisco UCCX migration article lists configuration entities (profiles, skills, teams, entry points, queues, users) and prompts as tool output but does not list CCX scripts, which suggests CCX script logic has to be rebuilt as Webex Contact Center flows rather than converted automatically.inferred

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · Excel sheet entity list · Checked 2026-09-25
54. 54
    Cisco says the UCCX migration tool is still evolving and may not support all of the latest features.

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · limitations note · Checked 2026-09-25
55. 55
    Cisco's UCCX-to-Webex Contact Center discovery tool (v3.5) extracts CCX configuration into an Excel workbook for review and editing, plus a zip file of audio prompts for bulk upload.

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · Discovery and data extraction section · Checked 2026-09-25
56. 56
    For remote agents on VPN, AWS guidance recommends considering split tunneling for voice traffic, because backhauling it through the data center increases latency, VPN concentrator load and internet egress charges.

    Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance) · Remote agents · Checked 2026-09-25
57. 57
    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
58. 58
    Webex Contact Center bulk operations limit each import CSV file to 5000 rows.

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · Import section, row limitation note · Checked 2026-09-25
59. 59
    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
60. 60
    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

Documents

Cite this page

WarmTransfer. (2026, September 25). Planning a contact center platform migration. WarmTransfer. https://warmtransfer.net/knowledge/contact-center-migration-planning

@misc{warmtransfer-contact-center-migration-planning,
  title  = {Planning a contact center platform migration},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/contact-center-migration-planning},
  note   = {Verified 2026-09-25}
}