Contact Center: Transitioning from Unified Contact Center Express 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_UnifiedCCX_to_WebexCC.pdf

Published

2021-09-21

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 2021 transition guide sizes the internet path to Webex Contact Center as expected concurrent calls multiplied by 80 kbps, and notes that the formula excludes video and excludes Management Portal, Analyzer, Agent Desktop and third-party cloud application traffic. in context
• The UCCX-performing-call-distribution model requires an outgoing CUBE dial-peer matching the pilot extension and forwarding to the Webex Contact Center vPOP, an incoming dial-peer for agent extension routing, and a Unified CM route pattern with an E.164 dialled number whose partition is reachable from the UCCX CTI route point calling search space. in context
• The transition guide documents a second hybrid model, titled CUBE performing call distribution, in which the CUBE rather than UCCX makes the initial routing decision and directs calls either to on-premises UCCX or to cloud Webex Contact Center. in context
• The 2021 transition guide states that when on-premises Unified CM call control is retained, the only supported codec between the on-premises CUBE and the Webex Contact Center vPOP is G.711, requiring 80 kbps per call. in context
• To avoid making callers repeat information across the hand-off, the guide has the UCCX script write call variables to an external SQL database before the redirect, and has the Webex Contact Center flow retrieve them with an HTTP Request node against an on-premises database connector. in context
• The 2021 transition guide enumerates five PSTN options: Cisco provided bundled PSTN, service provider, bring your own PSTN, bring your own PSTN with Local Gateway, and cloud connected PSTN with Webex Calling. in context
• The Cisco deployment guide Transitioning from Unified Contact Center Express to Webex Contact Center is dated September 2021 and runs to 74 pages. in context
• In the UCCX-performing-call-distribution model the call is redirected to Webex Contact Center using an internal E.164 extension rather than a newly purchased service provider DID, which the guide presents as a cost saving. in context
• The 2021 transition guide sets network readiness thresholds of less than 150 ms end-to-end latency, less than 30 ms jitter and less than 1 percent packet loss. in context
• The transition guide does not document a path for transferring a call from Webex Contact Center back to UCCX during the hybrid phase; the hand-off it describes is one-directional. inferred in context
• In the Cisco transition deployment guide, agent devices continue to register to the on-premises Unified CM for call processing both during the hybrid phase and after the final transition. in context
• The transition guide lists replacing bring-your-own PSTN with the Cisco bundled PSTN service as a post-transition step, not a prerequisite of the migration. in context
• The transition guide lists replacing on-premises Unified CM with Webex Calling as a post-transition step, so the contact centre migration is designed to complete before the calling platform changes. in context
• The 2021 Cisco transition deployment guide states that the PSTN option cannot be changed once it is configured for a tenant. in context
• When Webex Contact Center reserves an agent in the hybrid phase it forwards the call to the on-premises CUBE, which extends it to Unified CM and in turn to the agent phone. in context
• The Cisco transition deployment guide structures a UCCX to Webex Contact Center move as two phases: a phase 1 hybrid deployment in which some queues and agents run on Webex Contact Center while the rest remain on UCCX, and a phase 2 purely cloud-hosted contact centre. in context
• In the first hybrid call-distribution model, the decision whether and when to send a given call to cloud Webex Contact Center is made inside the UCCX system. in context
• Unified CCX records call detail across 5 tables and Webex Contact Center across 4 with a different event to table mapping, which is why no direct report mapping exists. in context
• Unified CCX records call detail across the Agent Connection Detail, Agent State Detail, Contact Call Detail, Contact Queue Detail, and Contact Routing Detail tables, while Webex Contact Center records the equivalent data across the Agent Activity Record, Agent Session Record, Customer Activity Record, and Customer Session Record tables. in context
• The Unified CCX transition guide names 5 data types Webex Contact Center stores in the cloud: call detail records, connected agent records, agent desktop data, call variables stored by the interactive voice response, and call recordings. in context
• Cisco's Unified CCX transition guide gives general voice over internet protocol targets of end-to-end latency under 150 milliseconds, jitter under 30 milliseconds and packet loss under 1 percent, attributed to industry standards rather than to a Cisco specification. disputed in context
• Cisco's Unified CCX to Webex Contact Center deployment guide is dated September 2021 and its companion deck September 2021, roughly 4 and a half years older than the Unified CCE guide. in context
• Cisco states that the public network option cannot be changed once it is configured for a tenant. in context
• The Unified CCX transition guide states that Cisco itself never supplies the public network because that is provided by third-party carriers, and describes a Cisco-provided flat rate bundled public network service on a single Cisco invoice 1 page later. disputed in context
• Cisco states that Webex Contact Center call recordings are stored in the cloud for 30 days by default, a value its own revision history records as updated in June 2021. in context
• Cisco states that it is not currently possible to move on-premises Unified CCX reporting data to cloud Webex Contact Center, that Cloud Connect carries only abandoned call information, and that there is no one-to-one mapping between Unified CCX and Analyzer reports. in context
• The word team means different things on the 2 platforms: in Webex Contact Center a team is associated with a routing strategy and used for call distribution, while in Unified CCX a team only groups agents and is not used for distribution. in context
• Cisco publishes a Unified CCX to Webex Contact Center terminology crosswalk: a trigger becomes an entry point, an application becomes a routing strategy, the script editor becomes flow control, a contact service queue becomes a queue, and call and expanded call context variables become call associated data. in context

Cite this source record

APA

WarmTransfer. (2021, September 21). Contact Center: Transitioning from Unified Contact Center Express to Webex Contact Center Deployment Guide. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-pdf-transitioning-uccx-to-wxcc

BibTeX

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