Collaboration Transitions: Contact Center: Transitioning from Unified Contact Center Express to Webex Contact Center

Publisher

Cisco Systems, Inc.

URL

https://www.cisco.com/c/dam/en/us/td/docs/solutions/PA/mcp/TDM_CONTACT_CENTER_UnifiedCCX_to_WebexCC.pdf

Published

2021-09-01

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 TDM transition guide states that CUBE and optionally Cisco Unified SIP Proxy provide PSTN access in the transition architecture. in context
• The TDM transition guide assigns the CUBE two simultaneous roles in the hybrid deployment: PSTN access and Webex Contact Center interoperation, including letting Webex Contact Center reach Unified CM. in context
• The companion Cisco guide Contact Center: Transitioning from Unified CCX to Webex CC is dated September 2021. in context
• 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. in context
• The TDM transition guide requires bi-directional, redundant SIP over TLS trunks supporting G.711 toward Webex Contact Center. in context
• Cisco's Unified CCX transition deck names the need to maintain historical data from on-premises systems as a reason to reconsider transitioning to Webex Contact Center at all. in context
• Cisco's Unified CCX transition deck states that both the Unified CCX and Webex Contact Center agent desktops are gadgetised and that gadgets built for Unified CCX can also be used in the Webex Contact Center desktop. disputed in context
• Cisco states that Webex Contact Center uses only Analyzer for real-time and historical reporting and that during the hybrid phase supervisors must continue using Unified Intelligence Center for on-premises calls and Analyzer for cloud calls. in context

Cite this source record

APA

WarmTransfer. (2021, September 1). Collaboration Transitions: Contact Center: Transitioning from Unified Contact Center Express to Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-pdf-tdm-uccx-to-wxcc

BibTeX

@misc{warmtransfer-cisco-pdf-tdm-uccx-to-wxcc,
  title  = {Collaboration Transitions: Contact Center: Transitioning from Unified Contact Center Express to Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2021},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-pdf-tdm-uccx-to-wxcc},
  note   = {Cisco Systems, Inc., accessed 2026-09-05}
}