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

Claims citing this source

• 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. fact 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. fact 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. fact 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. fact in context
• Cisco states that the public network option cannot be changed once it is configured for a tenant. fact 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. fact 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. fact 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. fact 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. fact 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}
}