Upgrade from Webex Contact Center 1.0 to Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nb2ve0e/Upgrade-from-Legacy-Platform-to-Cisco-Webex-Contact-Center

Published

2024-09-08

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The upgrade article describes moving from the Webex Contact Center 1.0 legacy platform to what it calls the new Webex Contact Center 2.0 platform. in context
• The upgrade article is dated September 2024 and instructs the reader through the Management Portal which the same product's release history records as decommissioned on 30 July 2026. disputed in context
• The upgrade article's URL slug reads Upgrade from Legacy Platform to Cisco Webex Contact Center while its title reads Upgrade from Webex Contact Center 1.0 to Webex Contact Center. field report in context
• The Webex Calling Integrated voice platform option still shown in the Webex Contact Center 1.0 upgrade article may be stale, because a Cisco upgrade link equates Webex Calling Integrated Platform with the Classic platform that reached end of service on 30 November 2024. inferred in context
• The Webex Contact Center 1.0 upgrade article (dated 8 September 2024) lets the Pre-Upgrade Setup select either the RTMS voice platform or the Webex Calling Integrated voice platform, depending on voice channel and PSTN availability and tenant geography. in context
• In the 1.0 upgrade, a Cisco PSTN customer's only PSTN option is to continue with Cisco PSTN. in context
• The upgrade guide sequences a DN move in four steps: prepare routing objects on the new platform; disable agents and delete the DN mapping on the legacy platform; enable agents and recreate the mapping in Control Hub; then test inbound calls. in context
• After the Pre-Upgrade Setup is complete, entry points and outdial entry points can no longer be created in the legacy platform's Management Portal. in context
• To move a dial number from the legacy platform to the new platform, the upgrade guide tells customers to work with their partner or Cisco to port the DN to the SIP interface on the new platform; rollback reverses that port. in context
• The same PSTN Options Selection screen offers a separate Real Time Media Service (RTMS) option, which also uses service-provider-provided voice on the new platform. in context
• In the Webex Contact Center 1.0 upgrade's PSTN Options Selection screen, the Voice POP Bridge option keeps service-provider-provided voice in use on the new platform. in context
• The 1.0 upgrade's Webex Calling PSTN option uses Webex Calling Cloud-Connected Providers or a Local Gateway and is available only if enabled in Control Hub. in context

Cite this source record

APA

WarmTransfer. (2024, September 8). Upgrade from Webex Contact Center 1.0 to Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nb2ve0e-upgrade-wxcc-1-0

BibTeX

@misc{warmtransfer-cisco-help-nb2ve0e-upgrade-wxcc-1-0,
  title  = {Upgrade from Webex Contact Center 1.0 to Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2024},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nb2ve0e-upgrade-wxcc-1-0},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}