Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide

Publisher

Cisco Systems, Inc.

URL

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

Published

2026-03-01

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 guide states that some organisations remain in the coexistence phase for months or years while others complete the move to Phase 2 in weeks or months. in context
• The guide describes CUBE as the component Webex Contact Center uses to communicate with Unified CM and to reach the PSTN. in context
• The guide allows that some organisations may keep a hybrid dual contact center and call control deployment indefinitely with no plan to fully move to the cloud. in context
• Cisco's UCCE to Webex Contact Center deployment guide describes a Phase 1 (Coexistence) in which some lines of business move to Webex Contact Center while others remain on Unified CCE. in context
• The same guide describes a Phase 2 (Full Transition) in which the entire contact center moves to Webex Contact Center, leaving a cloud-only environment. in context
• The transition guide separately states that Cisco manages Webex Analyzer historical data retention for up to 13 months. in context
• Webex Contact Center Analyzer cannot directly ingest Unified Intelligence Center data; Unified CCE historical data reaches Analyzer only by enabling Cloud Connect on the Unified CCE side and configuring the cloud analytics engine to pull from Unified Intelligence Center. in context
• The transition guide distinguishes certifications Cisco holds for Webex Contact Center, naming ISO/IEC 27001, payment card industry data security standard and service organisation control reports, from regimes it says the product can be configured to support including the General Data Protection Regulation and the Health Insurance Portability and Accountability Act. in context
• The Unified CCE transition guide states that Cisco Calling Plan for Webex Contact Center is currently limited to trials and inbound toll-free numbers. in context
• The Cloud Connect path to Analyzer requires Unified CCE release 12.x or later with Cloud Connect enabled and onboarded. in context
• The phased migration is a 2-step transition: a coexistence phase where some lines of business run on Webex Contact Center while others remain on Unified CCE, and a full transition phase producing a cloud-only environment. in context
• Cisco states that some organisations may maintain a hybrid Unified CCE and Webex Contact Center deployment indefinitely with no plan to fully transition, and imposes no coexistence duration limit. in context
• Elsewhere the transition guide describes typical coexistence duration only in qualitative terms — months or years for some organisations, weeks or months for others. in context
• Cisco Unified Intelligence Center maps to Webex Contact Center Analyzer. in context
• Unified Intelligence Center user synchronisation features including supervisor roles and value lists do not apply to Analyzer. in context
• Cisco recommends migrating the contact centre workload alone and treating telephony and public network migration as a separate effort either before or after, to avoid additional complexity and risk. in context
• Answering a call from the Webex Contact Center agent desktop is available only on Webex Calling and browser-based real-time communication connections; the call control buttons are unavailable when the agent uses a device registered to Unified CM. in context
• Enterprise Chat and Email maps to Webex Connect, which adds short message service, WhatsApp and Apple Messages for Business channels that Enterprise Chat and Email does not carry. in context
• Cisco says a flash cut is often impractical for large contact centres and best suited to a smaller number of agents, and publishes no agent count that separates the 2. inferred in context
• Cisco documents native Webex Contact Center connectors for Salesforce, Microsoft Dynamics 365, Zendesk and ServiceNow, with ServiceNow distributed as configuration files published on a repository rather than as a marketplace listing. in context
• Webex Contact Center Functions, the replacement for Call Studio Java logic, do not permit direct database access; database work must go through a call to middleware. in context
• Webex Contact Center Functions have no filesystem access, so configuration must move to environment variables and logs must be pushed through an external logging interface. in context
• Simple object access protocol client libraries used in Call Studio are not supported directly in Webex Contact Center Functions and must be wrapped behind a representational state transfer interface or gateway. in context
• The Unified CCE transition guide ships with an unfilled authoring placeholder in place of a figure in its agent deployment section. in context
• Cisco's Transitioning from Unified Contact Center Enterprise to Webex Contact Center deployment guide is dated March 2026 and its own publication history records a single entry describing it as an initial release of a draft copy. in context
• A registration-based local gateway supports up to 250 concurrent calls and a certificate-based local gateway supports more, up to 6,500 depending on connectivity type and session border controller model. in context
• Cisco states that 1-way latency between the local gateway and the Webex Calling data centre should not exceed 100 milliseconds, with jitter under 10 milliseconds and packet loss under half a percent. disputed in context
• The transition guide states that agent desktop masking is visual only and that backend logs and attachments may still contain raw data unless further data loss prevention controls are enforced. in context
• Cisco states plainly that there is no automated converter from Customer Voice Portal and intelligent contact management routing logic to Webex Contact Center Flow Designer, and that every function must be mapped by hand. in context
• No source read in this tranche publishes a maximum agent count, entry point count or queue count for cloud Webex Contact Center in a migration context; the only concurrent agent ceiling found belongs to Webex Contact Center Enterprise. inferred in context
• Cisco recommends against a direct lift and shift of legacy Unified CCE configuration and tells the reader to review and update business and technical requirements against cloud capabilities instead. in context
• Real-time Unified CCE data is not supported in Analyzer; the Cloud Connect path delivers historical and near real-time data only. in context
• Cisco states that Webex Contact Center outbound progressive campaigns are managed by Campaign Manager LCM version 4.2.1.2310 or above and predictive campaigns by version 4.2.1.2401 or above. in context
• The Unified CCE transition guide uses the word phase for 3 unrelated numbering schemes: a 2-step coexistence and full transition, a 3-phase data transition, and an 11-phase sample timeline across 14 weeks. in context
• The Unified CCE transition guide organises the whole migration around Cisco's Prepare, Plan, Design, Implement and Optimize methodology, which neither Unified CCX transition document uses at all. in context
• The transition guide gives configurable retention periods as an example, 13 months for call detail records generally and 6 months in the European Union, and states data can be deleted on request or on organisation deletion. in context
• The intelligent contact management router and logger map to Flow Designer, replacing scripted routing logic with a visual flow builder. in context
• The guide publishes a sample migration timeline of 11 phases across weeks 1 to 14, from assessment and planning through cutover and ongoing management, and labels it a sample. in context
• The transition guide names 7 Webex Contact Center regions - United States, Canada, United Kingdom, Germany, Singapore, Australia and Japan - and states the country of operation chosen at provisioning fixes the data centre. disputed in context
• Cisco names 6 organisational profiles for which remaining on Unified CCE may be the better fit: highly customised interactive voice response or voice extensible markup language applications on proprietary integrations, extensive custom Finesse gadgets or third-party computer telephony integrations with no supported cloud equivalent, heavy reliance on direct database access for custom reporting, specialised outbound dialling modes or regulatory requirements the cloud campaign system does not support, environments without guaranteed high-quality internet access, and extensive complex external database integrations. in context
• The guide separately recommends a 3-phase transition for configuration and data: pre-migration to prepare both environments, migration preparation to define the strategy, and migration covering rollout and decommission. in context
• Cisco offers 2 migration strategies, a flash cut moving everything at once and a phased migration by line of business, and states that most organisations prefer the phased approach for better control in large or multi-region deployments. in context
• Cisco's Unified CCE transition guide names extensive custom Finesse gadgets as having no supported equivalent in Webex Contact Center, while the Unified CCX transition deck states that gadgets built for the Unified CCX environment can also be used in the Webex Contact Center agent desktop. disputed in context

Cite this source record

APA

WarmTransfer. (2026, March 1). Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-pdf-transitioning-ucce-to-wxcc

BibTeX

@misc{warmtransfer-cisco-pdf-transitioning-ucce-to-wxcc,
  title  = {Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-pdf-transitioning-ucce-to-wxcc},
  note   = {Cisco Systems, Inc., accessed 2026-09-05}
}