UCCE to Webex Contact Center

Sources

1. 1
   Webex Contact Center Analyzer produces real-time and historical reports, provides read-only stock reports that can be copied into custom visualizations, and exports historical visualizations to Excel or CSV.

   Cisco Webex Contact Center Analyzer User Guide · introduction; stock reports; export · Checked 2026-09-30
2. 2
   The Flow Designer Blind Transfer activity sends a call to an external or third-party dial number and is terminal, so the flow ends once the transfer executes.

   Build and manage flows with Flow Designer · Activities in Voice; Blind Transfer · Checked 2026-09-30
3. 3
   Bridge Transfer was enhanced to dequeue a contact sent to a third-party IVR or ACD, and a contact the third-party system does not handle can be taken back to the original queue.

   What's new for administrators in Webex Contact Center · feature entry on Bridge Transfer dequeue; month heading not captured · Checked 2026-09-30
4. 4
   The Flow Designer Bridged Transfer activity temporarily sends a contact to an external destination such as an IVR while the flow keeps control, and the flow continues, for example to queue to an agent, when the external leg ends.

   Build and manage flows with Flow Designer · Activities in Voice; Bridged Transfer · Checked 2026-09-30
5. 5
   In Unified CCE a call type is the first-level category of a contact and is determined by data associated with the contact.

   Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section · Checked 2026-09-30
6. 6
   Unified CCE voice call types are categorised by dialed number (DN), calling line ID (CLID) and caller-entered digits (CED).

   Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section; voice call type qualifiers · Checked 2026-09-30
7. 7
   Webex Calling Cloud Connected PSTN provides Webex Contact Center connectivity in over 65 countries through Certified Calling Providers.

   Set up voice channels for Webex Contact Center · PSTN connectivity options; Cloud Connected PSTN · Checked 2026-09-30
8. 8
   Cisco recommends assigning an entry point a flow that contains a Business Hours activity, and the entry point's timezone is the one business hours use.

   Set up a channel in Webex Contact Center · create a channel; timezone and routing flow fields · Checked 2026-09-30
9. 9
   In Webex Contact Center a channel is an entry point plus, for inbound telephony only, the mapping of that entry point to support or dial numbers.

   Set up a channel in Webex Contact Center · introduction · Checked 2026-09-30
10. 10
    Each Webex Contact Center entry point is assigned one routing flow chosen when the channel is created or edited.

    Set up a channel in Webex Contact Center · create a channel; routing flow field · Checked 2026-09-30
11. 11
    Cisco's migration and transition documentation index lists a deployment guide titled Unified Contact Center Enterprise (CCE) to Webex Contact Center (CC).

    Cisco Migration and Transition documentation index (MCPdocs) · Contact Center section; entry Unified Contact Center Enterprise (CCE) to Webex Contact Center (CC) · Checked 2026-09-30
12. 12
    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.

    Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide · transition phases discussion; duration paragraph · Checked 2026-09-30
13. 13
    The guide describes CUBE as the component Webex Contact Center uses to communicate with Unified CM and to reach the PSTN.

    Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide · coexistence architecture discussion; page not identified · Checked 2026-09-30
14. 14
    Unified CVP self-service consists of Call Studio for designing voice applications, VXML Server as the runtime that produces VoiceXML, and prebuilt Unified CVP Elements.

    User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - VoiceXML Overview · Introduction; components · Checked 2026-09-30
15. 15
    Unified CVP documentation allows calls to be transferred from ingress to a VRU, to Unified CCE or to a customer-provided ACD or agent, and back again.

    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · call flow models chapter; transfer description · Checked 2026-09-30
16. 16
    Unified CVP documents four call flow models: Standalone, Comprehensive, Call Director and VRU-Only.

    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Unified CVP Call Flow Models chapter · Checked 2026-09-30
17. 17
    In the Unified CVP Standalone model, VXML Server provides the complete self-service solution without a Call Server component.

    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Standalone model section · Checked 2026-09-30
18. 18
    Webex Contact Center Agent Desktop is web-based, handles calls, chats and emails, and needs a display larger than 500 by 500 pixels.

    Get started with Agent Desktop · introduction; display size note · Checked 2026-09-30
19. 19
    Agent Desktop layouts are JSON files assigned to teams; new teams get the system Global Layout until a custom layout is assigned.

    Create custom desktop layout · layout types and assignment · Checked 2026-09-30
20. 20
    At Agent Desktop sign-in an agent chooses a calling preference of Desktop (browser WebRTC), Extension or Dial Number, and chooses a team.

    Sign in to Agent Desktop · sign-in procedure; calling preference and Team drop-down · Checked 2026-09-30
21. 21
    Custom desktop layouts can add custom widgets built as iframes or web components, including persistent and headless widgets.

    Create custom desktop layout · customizable components; widget types · Checked 2026-09-30
22. 22
    A Unified CCE dialed number is a string representing the number the caller dialed, preceded by the routing client name and a period.

    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section; Dialed Number (DN) definition · Checked 2026-09-30
23. 23
    Flow Designer voice and utility activities include Play Message, Menu, Collect Digits, Queue Contact, Virtual Agent V2, Callback, Business Hours, HTTP Request, Set Variable, Blind Transfer and Bridged Transfer.

    Build and manage flows with Flow Designer · activity lists: Contact Handling, Voice, Flow Control, Utilities · Checked 2026-09-30
24. 24
    Flow Designer is the Webex Contact Center drag-and-drop tool for building the flows that route real-time calls and decide how agents are assigned.

    Build and manage flows with Flow Designer · introduction · Checked 2026-09-30
25. 25
    Flow Designer supports exporting and importing flows and offers prebuilt flow templates such as Simple inbound call to queue.

    Build and manage flows with Flow Designer · Create and manage flows: Export a flow, Import a flow; flow templates list · Checked 2026-09-30
26. 26
    Flow Designer versions carry Latest, Test or Live tags, and validation must be on with all errors resolved before a flow is published.

    Build and manage flows with Flow Designer · flow versioning and publishing section · Checked 2026-09-30
27. 27
    Because Search API data starts with Webex Contact Center traffic and no source describes importing UCCE history, historical UCCE and CUIC data stays on the old platform or in an export the organisation keeps.inferred

    Cisco Webex Contact Center Analyzer User Guide · whole guide; absence of any import or CUIC reference · Checked 2026-09-30
28. 28
    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.

    Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide · transition phases discussion; duration paragraph · Checked 2026-09-30
29. 29
    Webex Calling Local Gateway lets an organisation keep its current on-premises PSTN carrier for Webex Contact Center, using Cisco CUBE or an approved third-party SBC.

    Set up voice channels for Webex Contact Center · PSTN connectivity options; Webex Calling Local Gateway · Checked 2026-09-30
30. 30
    Webex Contact Center allows 6000 active entry points per organisation.

    System limits in Webex Contact Center · Entry Points row · Checked 2026-09-30
31. 31
    Webex Contact Center limits an organisation to 500 skill-based queues and 10500 team-based queues.

    System limits in Webex Contact Center · Queues rows · Checked 2026-09-30
32. 32
    Webex Contact Center limits an organisation to 1000 active skill definitions and 9000 skill profiles with at most 50 skills per profile.

    System limits in Webex Contact Center · Skill Definitions and Skill Profiles rows · Checked 2026-09-30
33. 33
    No Cisco-documented automated tool that reads Unified CCE configuration and writes Webex Contact Center objects was found; UCCE objects must be mapped and built by the migration team or a third-party tool.inferred

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · article scope (UCCX only); combined with the absence of a UCCE tool on the Cisco transition index · Checked 2026-09-30
34. 34
    On the same index, a separate transition map document is listed for Unified CCX to Webex Contact Center but none is listed for Unified CCE, which has only the deployment guide.

    Cisco Migration and Transition documentation index (MCPdocs) · Contact Center section; CCE entry versus CCX entry (Transition Map and Deployment Guide links) · Checked 2026-09-30
35. 35
    A workable mapping is: UCCE precision queues to skill-based queues with skill relaxation standing in for precision queue steps, UCCE skill groups to team-based queues or to boolean skills, and UCCE attributes to skill definitions of matching type.inferred

    Understand Routing and Queueing in Webex Contact Center · skills-based routing and skill relaxation sections, read against the UCCE precision queue chapter · Checked 2026-09-30
36. 36
    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.

    Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide · transition phases discussion (Phase 1 Coexistence); page not identified because PDF text could not be extracted · Checked 2026-09-30
37. 37
    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.

    Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide · transition phases discussion (Phase 2 Full Transition); page not identified · Checked 2026-09-30
38. 38
    Cisco describes precision routing as a multidimensional alternative to skill group routing in Unified CCE.

    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue chapter; opening description · Checked 2026-09-30
39. 39
    Unified CCE precision queues use boolean attributes compared with equality operators and proficiency attributes compared with relational operators.

    Administration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1): Precision Queues · Precision Queues chapter; attributes and terms · Checked 2026-09-30
40. 40
    Unified CCE scripts queue to precision queues with a Precision Queue node whose priority is 1 to 20 (default 5), and the lowest priority number is routed first.

    Administration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1): Precision Queues · Precision Queues chapter; Precision Queue script node · Checked 2026-09-30
41. 41
    A Unified CCE precision queue has one to ten steps, each with up to ten terms per expression, an optional wait time and an optional Consider If formula.

    Administration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1): Precision Queues · Precision Queues chapter; steps, wait time and Consider If · Checked 2026-09-30
42. 42
    Webex Contact Center voice connectivity options are Webex Contact Center PSTN, Webex Calling Cloud Connected PSTN, Cisco Webex Calling Plan and Webex Calling Local Gateway.

    Set up voice channels for Webex Contact Center · PSTN connectivity options section · Checked 2026-09-30
43. 43
    A single Webex Contact Center queue can have at most 1000 agents added to it.

    Create queues and configure routing patterns · queue limits note · Checked 2026-09-30
44. 44
    Unified CCE routing scripts are scheduled by call type: on a routing request the system determines the call type and runs the script scheduled for it.

    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section; script scheduling · Checked 2026-09-30
45. 45
    The Webex Contact Center Search API is a GraphQL interface whose taskDetails query covers customer session and activity records (CSR and CAR) and whose agentSession query covers agent session and activity records (ASR and AAR).

    webex-contact-center-api-samples / reporting-samples / graphql-sample · README; query types and record types · Checked 2026-09-30
46. 46
    A Search API query span may not exceed 13 months, and raw AAR or CAR queries may not exceed 30 days.

    webex-contact-center-api-samples / reporting-samples / graphql-sample · README; time range limits · Checked 2026-09-30
47. 47
    In Unified CCE, agents are explicitly assigned to skill groups, whereas agents become members of precision queues automatically when their attributes match.

    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue chapter; skill groups compared with precision queues · Checked 2026-09-30
48. 48
    Numbers mapped to an inbound Webex Contact Center entry point are selected from support numbers, which are PSTN numbers already configured in Webex Calling services in +E.164 format.

    Set up a channel in Webex Contact Center · create a channel; Support Number section · Checked 2026-09-30
49. 49
    The UCCX migration tool article enumerates the Webex Contact Center configuration objects it creates, including multimedia profiles, sites, user profiles, auxiliary codes, agent profiles, skill definitions, skill profiles, teams, entry points, queues, entry point mappings and users.

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · list of entities migrated by the tool · Checked 2026-09-30
50. 50
    Cisco states that its migration tool is continuously evolving and may not support all the latest features.

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · tool limitations note · Checked 2026-09-30
51. 51
    Cisco's documented Webex Contact Center migration discovery tool article covers migration from Unified Contact Center Express, not from Unified CCE.

    Migrate Cisco Unified Contact Center Express to Webex Contact Center · article title and introduction · Checked 2026-09-30
52. 52
    CVP VXML applications cannot be imported into Flow Designer and must be rebuilt as flows, because the Flow Designer documentation describes no VXML, Call Studio or CVP import path.inferred

    Build and manage flows with Flow Designer · whole article; absence of VXML or CVP import · Checked 2026-09-30
53. 53
    Team-based Webex Contact Center queues route to teams through call distribution groups, with an add-group-after time in seconds that brings in the next group.

    Create queues and configure routing patterns · team-based assignment; call distribution groups · Checked 2026-09-30
54. 54
    Webex Contact Center PSTN is available in the contiguous United States and Canada only.

    Set up voice channels for Webex Contact Center · PSTN connectivity options; Webex Contact Center PSTN · Checked 2026-09-30
55. 55
    A Webex Contact Center queue uses one of three routing types: team-based, agent-based or skill-based.

    Create queues and configure routing patterns · create a queue; routing type options · Checked 2026-09-30
56. 56
    In Webex Contact Center, skill definitions are assigned to skill profiles, and skill profiles are assigned to teams or individual agents.

    Manage skill definitions (Webex Contact Center) · introduction; relationship of skills to skill profiles · Checked 2026-09-30
57. 57
    Webex Contact Center supports skill relaxation, in which modified skill requirements replace the original criteria at configured intervals while a contact waits in queue.

    Understand Routing and Queueing in Webex Contact Center · skill relaxation section · Checked 2026-09-30
58. 58
    Skill-based Webex Contact Center queues select agents by Longest Available Agent or Best Available Agent, the latter using proficiency-based skill scores.

    Understand Routing and Queueing in Webex Contact Center · queue routing types; skills-based routing and best available agent · Checked 2026-09-30
59. 59
    Webex Contact Center skill definitions are one of four types: boolean, enum, proficiency (0 through 10) or text (up to 40 characters).

    Manage skill definitions (Webex Contact Center) · skill types section · Checked 2026-09-30
60. 60
    In non-skill-based Webex Contact Center queues with team assignments, an agent's queue membership follows the team the agent signs in to.

    Understand Routing and Queueing in Webex Contact Center · teams and queue relationships · Checked 2026-09-30
61. 61
    Flex 3.0 Contact Center lets customers deploy agents on-premises and/or in the Webex cloud, with mix-and-match and transitions possible across all deployment models.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · section 'Deployment models' · Checked 2026-09-30
62. 62
    Flex 3.0 Contact Center covers the cloud platforms Webex Contact Center and Webex Contact Center Enterprise, and the on-premises platforms UCCE, PCCE and UCCX.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · sections 'Deployment models', 'Webex Contact Center (WxCC)', 'Webex Contact Center Enterprise (WxCCE)', 'On-premises deployment options' · Checked 2026-09-30
63. 63
    Flex 3.0 Contact Center sells Standard Agent and Premium Agent tiers under both the Concurrent and Named models.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · section 'Agent types' · Checked 2026-09-30
64. 64
    The Flex 3.0 Named Agent model counts each unique contact center user who logs in during a month, and is available for Webex Contact Center only.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · sections 'Buying models' and 'Definitions' · Checked 2026-09-30
65. 65
    In Flex 3.0 Contact Center, a Concurrent Agent is the maximum number of contact center users logged in at the same time, and this model applies to all contact center platforms.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · sections 'Buying models' and 'Definitions' · Checked 2026-09-30
66. 66
    For Flex 3.0 cloud contact center, agent overage is calculated each month when agents used exceed committed agents, so customers can go over commitment without modifying the subscription.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · section 'Additional buying considerations' · Checked 2026-09-30
67. 67
    Flex 3.0 on-premises contact center customers who exceed licence counts must return to compliance by modifying the subscription to add licences or by adding a second subscription; there is no automatic monthly overage.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · section 'Additional buying considerations' · Checked 2026-09-30
68. 68
    Flex 3.0 Contact Center customers commit to agent quantities for the whole subscription term.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · section 'Additional buying considerations' · Checked 2026-09-30
69. 69
    A Webex Calling location's PSTN connection can be Cisco Calling Plan, Cloud Connected PSTN, or premises-based PSTN through a Local Gateway, the last chosen to keep the current PSTN provider or connect non-cloud sites.

    Configure Webex Calling for your organization · Location setup / PSTN connection · Checked 2026-09-30
70. 70
    In Webex Calling, a Local Gateway is an on-premises device that interconnects the trunk with on-premises PSTN and/or a PBX.

    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans, Local Gateway definition · Checked 2026-09-25
71. 71
    A third-party SBC used as a Webex Calling Local Gateway is supported only with a certificate-based trunk.

    Configure trunks, route groups, and dial plans for Webex Calling · Trunk types / third-party SBC note · Checked 2026-09-30
72. 72
    Only SBCs shown in the Control Hub device type list are validated by Cisco's partners as compatible Webex Calling Local Gateways.

    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans, device type note · Checked 2026-09-25
73. 73
    For Cisco CUBE as Local Gateway, a registration-based trunk requires at least IOS XE 17.6.1a and a certificate-based trunk requires at least IOS XE 17.9.1a.

    Get started with Local Gateway · Requirements / software versions for CUBE · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). UCCE to Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/ucce-to-webex-contact-center

@misc{warmtransfer-ucce-to-webex-contact-center,
  title  = {UCCE to Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/ucce-to-webex-contact-center},
  note   = {Verified 2026-09-30}
}