2023 Migration 2WxCC AMS

The Low-Risk Transition to Webex
Contact Center
Part 1 - Transition Methodology
Kal Gouda, Principal Engineer
CCBU
Feb 2023
Agenda
Explore contact
Introduction center transition Prep phase
best practices
Transition phase Q&A Key takeaways
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Raise your hand if
You think your organization (or your customer) will move contact center to the cloud in the next
0-6 month?
1 year?
3 years?
5 years?
Where are we migrating from?
Cisco Unified Contact Center Express (UCCX)?
Cisco Unified Contact Center Enterprise(UCCE)?
Non-Cisco Contact Center ?
Introduction
But … what do you think the most challenging item in
technology migration?
Organization Challenges
Challenges
• Past investment
• How to run business around current platform
• Resistance to changes
• (Harvard business review https://hbr.org/2012/09/ten-reasons-people-resist-chang.html )
• Using a “Showcase Site” internally helps to bring the technology into the business, but in a way that
does not directly impact customer service or the business
• This allows internal users to become comfortable with the technology first, then they can see the
power of the new solution, firsthand
Moving?
Check List
Transition Phases
Transition
Prep Phase
Phase
Leverage existing
Flex
components
Security Sharing calls
Network
Transition tools
Assessment
Discovery
Common resources
LOB+IT
Prep Phase
Prep Phase
Flex
Security
Network
Assessment
Discovery
LOB+IT
Flex For Contact Center
The Contact Center Flex Plan offers a term-based subscription model

to increase choices and remove barriers for migrating to the cloud
Kal’s view for Flex
Prep Phase
Flex
Security
Network
Assessment
Discovery
LOB+IT
Engage your security and risk team!
Regulatory
Data encryption
compliance
Geographical data
Customer data
location
Data ownership Third Party Audit
Security is Shared Responsibility!
SaaS Provider Customer

Premise vs Cloud Security
Shared Responsibility
Security foundations Security Controls
SaaS Provider Customer
More security information
• Webex Contact Center Security White paper
• https://www.cisco.com/c/en/us/products/contact-center/webex-contact-
center/white-paper-listing.html
• Cisco Trust Portal

• https://trustportal.cisco.com/c/r/ctp/trust-portal.html?solutioncategory=Collaboration
• Trust Portal: Customer Invite Demo

• https://salesconnect.cloudapps.cisco.com/vid/index.html?cid=7bc82826-eb3c-423a-
8a58-e9807bc973ed
Prep Phase
Flex
Security
Network
Assessment
Discovery
LOB+IT
Conduct a network assessment/evaluate the new design
VoIP/WAN Network Policies
Back-office apps
Network availability
connectivity
Cloud 2 cloud Network Operations
Network Requirements – Example
PSTN
[Caller-Agent] RTP Traffic(Calls Latency, BW, Jitter

VOICE
from other sites/DCs) MEDIA
Webex Calling to Phone

signaling
Access Network
Desktop traffic
Admin tools
Reporting (Analyzer)
Traffic
26
Other Traffic (CRM, backend Webex Calling

systems, screen pops,…)
controlled end points
(VoIP)
Network Requirements - Example
Voice
Voice
• VoIP industry standards:
• Latency: < 150ms end-to-
end
• Jitter: < 30ms
• Packet loss: < 1%
Webex Network Test: https://mediatest.ciscospark.com/
Prep Phase
Flex
Security
Network
Assessment
Discovery
LOB+IT
Discovery
Business vs end customer
67% 68%
80% 8% Of customers favorably
view brands that engage in
Of customers prefer digital
engagement channels such
proactive customer as chat, text, and social to
service.1 a phone call.2
of businesses believe they of their customers

deliver a superior experience... agreed
77% 66%
Of customers favor Of customers expect
intelligent self-service after companies to understand
trying it during the and personalize
pandemic.3 engagement for their
unique needs.4
Wrong move!
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Microsoft - “Global State of Customer Service”; 2 OnDevice Research; 3 Northridge Group - 2020 State
of Customer Service Experience Report; 4 Salesforce “State of the Connected Customer, 4th Edition”
Business goals & IT alignment
• Assess your current contact center, see what it does well and
what needs improving to meet the required business outcomes
• IT will need to be more engage with the business and go

beyond setting up infrastructure
• Technology should be viewed to enable business strategic

goals/business outcomes
• Working together to build a roadmap for the future of your

contact center to meet the desired business outcomes
• Translate the roadmap into contact center capabilities

Transition Phases
Transition
Prep Phase
Phase
Leverage existing
Flex
components
Security Sharing calls
Network
Transition tools
Assessment
Discovery
Common resources
LOB+IT
Transition Phase
Transition
Phase
Leverage existing
components
Sharing calls
Transition tools
Common resources
PSTN Integration
Webex Contact Center

US Only
Webex CC
Cisco Provided
Bundled PSTN 1 Webex
Peering SBC
Calling CCP
4
2
Service Provider Cisco Calling
vPOP Bridge VOICE MEDIA Webex Calling Access SBC Plan
Currently not
Access Network
available for CC
Access Network
BYoPSTN 3 5 BYoPSTN
Webex Calling Endpoints
LGW
UCM Endpoints
Customer premise Customer premise
CiscoLive Session:
https://www.ciscolive.com/on-demand/on-demand-library.html?search.event=1654953906132001zSK6&zid=pp&search=hussain%20ali#/session/1655424286701001QUuo
Integration with on-premise
VOICE
vPOP Bridge vPOP Bridge
MEDIA
Internet /WAN
• Bi-directional
• SIP Trunks Require G.711 Codec
• Round robin traffic distribution
• SIP options Keepalive
• SIP over TLS
PSTN
Integration with on-premise
VOICE
vPOP Bridge vPOP Bridge
MEDIA
Internet /WAN
• Supports TDM VGW & CUBE
• Supports vCUBE (Note no
physical DSPs)
• Supports Box to Box redundancy
PSTN
Transition
Phase
Leverage existing
components
Sharing calls
Transition tools
Common resources
Route Calls to Webex CC Webex Contact Center
UCCE/X
VOICE
MEDIA
PSTN
(4) Route @ UCCE/X
(1) Route @ VGW/CUBE (2) Route @ SIP Proxy (Route (3) Route @ UCM
using dial peers table-> Route Group) (Route Pattern->Route List-> Route
Group)
CiscoLive Session: Intelligently Handling Call Traffic Between Premise & Cloud Contact Centre – BRKCCT-3735
https://www.ciscolive.com/on-demand/on-demand-
library.html?search.event=1675713481674001JK6C&zid=pp&search=Paul%20TIndal#/session/1675722349972001tzKt
Transition
Phase
Leverage existing
components
Sharing calls
Transition tools
Webex Calling
Common resources
UCCX to Webex CC Toolbox Overview
Data Discovery Sheet
Webex CC
UCCX
1 2 3
UCCX Extraction Partner/CSM Bulk Upload CSV
Tool Manual Config Files
CCX to Webex CC Transition Tool currently helps migrate approximately 50% of CCX
configuration elements and will soon increase that value as tool features continue to develop
Toolbox Description
1 CCX Extraction Tool 2 Partner/CSM 3 Bulk Upload Tool
The CCX Extraction tool is used Partner and CSM should review Using the same Java executable
to extract all CCX configs and and revise the Data Discovery with the –zip flag to create
Prompts Sheet individual .csv files for each
• An Excel spreadsheet is • Each tab contains object
created with tabs for each downloaded config data as • Individual objects can be
config object well as config elements still uploaded using the bulk
• Extraction tool also used to needed <shown in brackets> upload tool
create .csv files for bulk • Ensure all required config • Order is important for some
uploader info is completed prior to objects
• Prompts are downloaded to using the Bulk Upload Tool • Some configuration must still
a zip file be manually done..
• For now..
Extraction Tool Components and Usage
Application-pro.yml Java Executable Documentation
uccx-to-webexcc-v3.x.jar
Unified CCX to Webex CC
Discovery Tool Version 3
Prerequisite & Install
(1) PC or Mac with Java 8 or (2) Access is available to (3) UCCX Admin Username
beyond UCCX & Password
(6) UCCX version 10.6 &

(5) Update application-pro.yml Beyond*
(4) Copy package &(unzip)
file (next slide)
*API's that don't exist in older versions are
simply skipped (fail).
Extraction Tool Configuration
Edit File: application-pro.yml Your CSM will provide this to you
user:
password:
Org Domain
webexcc:
File name can be changed
domainname: "@cisco.com" Output file name can be to match customer,
outputname: WebexCC_Bulk_Upload changed tenant, or any other
identifiable information
uccx:
Hostname or IP of
resource:
UCCX Pub
hostname: <UCCX Hostname> Optional:
port: <UCCX Port Number> 443 by default but not
username: <UCCX Admin Username> required
password: <UCCX Admin Password>
Optional: AppAdmin Recommended to leave it
User and Password blank
Java Executable
Uses:
• Extract data from UCCX to the DDS Excel sheet
(-extract flag)
• Reformat the completed DDS into individual .csv files for
Bulk Uploader
(-zip flag)
Dependencies:
• Java version 8 or above on Mac or PC
• Run from system with network access to UCCX Pub
• Run in DOS with Admin privileges
Usage:
'-extract' to generate the DDS Excel File.
'-i -extract' to generate the DDS Excel File ignoring SSL Certs.
'-zip' to generate the CSV ZIP File.
What it does & doesn’t TODAY…
• Does • Doesn't
• Currently, Voice Only
• No digital channels (does create some elements)
• Automated configuration data collection from
• Does not migrate UCCX Scripts or calendars
the UCCX servers
• Converts UCCX config data into WebEx CC
• Does not migrate, recordings, historical
specific configurations. reports, finesse gadgets* and workflows.
• For missing configuration info, the tool uses
• Does not create users, it must be done
defined defaults values. from the control hub.
• Converts Discovery Excel into individual .csv • Limited outbound
files for bulk upload • No add-ons such as (ASR/TTS, CRM,…etc)
• Discovery sheet can be used as a baseline outside
of migration from CCX
• UCCX Prompts are downloaded
Bulk Upload Order
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
The bulk upload tool requires a certain order
Skill Profile
Team
Entry Points
Outdial Entry Points
Queues
Outdial Queues
Entry Point Mappings
Outdial ANI
Flows
Routing Strategy
UCCX to WxCC – Conceptual Mapping CUCM CCX
User
Multimedia Profiles
Sites
UCCX
User Profiles Name / ID /
Extension / Resource (Agent)
Work Types
Alias
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Entry Points User User Profile
Webex CC
Queues License
Outdial Queues Agent

CC Enabled
Outdial ANI
Flows Portal Control Hub
Routing Strategy
User Resource Group

Multimedia Profiles
Sites
UCCX
Work Types
Alias
Auxiliary Codes
Supervisor
Agent Profiles Team Supervisor
Capability
Address Book
Skill Definition
Skill Profile
Team
Entry Points User User Profile Supervisor
Webex CC
Queues License Agent Profile


CC Enabled
Outdial ANI
Flows Multimedia
Portal Control Hub
Site Team
Routing Strategy Profile
Deployment Discovery Sheet Elements Mandatory
Optional
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Entry Points
Outdial Entry Points Multimedia profiles do not exist in CCX so default values will be posted.
Default_Telephony_Profile and Default_Multimedia_Profile exist already
Queues • Voice can only be 1
Outdial Queues • Digital channels are 0 to 5
• For a Blended Real-time multimedia profile , Voice is left blank
Entry Point Mappings • For exclusive multimedia profile the value is either 0 or 1 for all the
Outdial ANI channels
Flows
Routing Strategy
User Resource Group

Multimedia Profiles
Sites
UCCX
Work Types
Alias
Auxiliary Codes
Supervisor
Capability
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Webex CC


CC Enabled
Outdial ANI
Flows Multimedia
Portal Control Hub
Site Team
User Resource Group

Multimedia Profiles
Single Site is recommended unless business needs require multiple Sites
Sites
• Teams are created under a Sites
UCCX
User Profiles
• SitesName
can / ID /
be used to logically separate groups of Teams
Work Types • AgentsAlias
cannot be moved between Sites
Auxiliary Codes • Agents and Teams do not coexist between sites
Supervisor
Capability
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Webex CC


CC Enabled
Outdial ANI
Flows Multimedia
Portal Control Hub
Site Team
Optional
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team Single Site is recommended unless
Multimedia Profiles
business needs require multiple Sites Name
Entry Points
• Teams are created under a Sites
Outdial Entry Points • Sites can be used to logically separate
groups of Teams
Queues
• Agents cannot be moved between Multimedia Profile
Outdial Queues Sites Default_Telephony_Profile
• Agents and Teams do not coexist Default_Multimedia_Profile
between sites
Outdial ANI
Flows
Routing Strategy
WUCCX / Webex CC Conceptual Mapping
User Resource Group
Multimedia Profiles Skill Skill
Proficiency Definition
Sites
UCCX
Skill Skill
Work Types Mapping Requirement
Alias
Auxiliary Codes
Supervisor
Capability
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles Skill Definition
Skill
Webex CC
Queues License Agent Profile Proficiency


CC Enabled Skill Profile
Outdial ANI
Portal
Flows Multimedia
Site
Profile
Team Control Hub
Routing Strategy
Optional
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team • Skill Names carried over from CCX but
Multimedia Profiles
Entry Points require more info in WebexCC
• Mandatory Entries are
• Name
Queues • Service Level Threshold
• Type
Outdial Queues • List Values for Enum
Outdial ANI
Flows
Routing Strategy
Optional
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team • Skill Profile does not exist in UCCX and must be
Multimedia Profiles
created for any Skill Definitions
Entry Points
• Mandatory Fields
Outdial Entry Points • Name
• Skill Name
Queues
• Skill Type
Outdial Queues • Skill Values
• Use a separate row to define each skill assigned to
the same profile
Outdial ANI
Flows
Routing Strategy
Optional
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Outdial ANI
Note: All Skill Definitions exist in Skill Profiles but are only activated if Select is
Flows checked and a value is assigned
Routing Strategy
Routing Differences Between Platforms
Multimedia Profiles
Sites Webex CC UCCX
User Profiles
Dialed Numbers Dialed Numbers
Work Types
Auxiliary Codes
Entry Point CTI Trigger
Agent Profiles
Address Book
Skill Definition Routing Strategy CCX Application/Script
Skill Profile
Team Queue CSQ
Multimedia Profiles Queues route to Teams
Entry Points associated to them and
skilled agents in those Resource
Outdial Entry Points Site Team Skills
teams only Groups
Queues
Outdial Queues
Agent Team associations are for reporting and Agent
Entry Point Mappings Agents can be routed calls they are
Outdial ANI skilled for regardless of CSQ or Team
association
Flows
Routing Strategy
ce
ren
Agent Reskilling efe
R
WebexCC now supports agent reskilling
Requirements:
- Feature flag wxcc_agent_reskilling must be enabled
How it works:
Agents have assigned skill profiles either by:
A. Directly assigned to the agent user profile
B. Assigned to the team and inherited by agents
logging into that team
Changing a skill profile either to the directly assigned

agent or to the team will effectively reskill the agent in
real-time.
- However, changing a Team skill profile will not
impact an agent who has a skill profile directly
assigned
Caveat: Reporting is lagging behind this change for the moment
ce
ren
Agent Reskilling efe
R
Example 1
• If a skill profile is added to an agent (profile B), that profile supersedes any team
based profile (profile A) and the agent acquires the skills from profile B.
• If a profile is changed on a team, but the agent has a profile, no change occurs
• If a skill profile is changed on a team (A → B), the skills will be updated for any
agent on this team if the agent has no profile of their own.
Example 2
• If a skill within a profile is changed, (French is added to skill profile A), this will
update any agent who has this profile (either from team or directly on the user).
• If a skill profile is changed directly on an agent (skill profile A → skill profile B),
the skills would be updated on this agent.
• If a skill profile directly set on an agent is removed (profile A), and a profile exists
on the team (profile B), the skills from the team profile will be set on the agent.
If there is no skill profile on the team, no skills will be set on the agent.
Demo – Upload Config to Webex CC
Transition to Webex Calling?
With Webex Calling

US Only
Webex CC
Cisco Provided
Bundled PSTN 1 Peering SBC Webex
4 Calling CCP
2
Service Provider
vPOP Bridge VOICE MEDIA Webex Calling Access SBC
Access Network Access Network
BYoPSTN 3 5 BYoPSTN
Webex Calling Endpoints
LGW
UCM Endpoints
Customer premise Customer premise
Transition from UCM/UCCX to Webex CC &
Webex Calling
Recall …
Webex Calling with Premises-based PSTN
Webex Calling
endpoints
• Call comes in via customer owned

PSTN service, terminating on LGW
• LGW delivers the call to the Webex
Access Calling Access SBC/Webex Contact
Media Services
Network Center with Webex Calling
Webex Calling LGW
Access SBC • After getting contact center
treatment, call is sent to the agent
(Webex Calling endpoint) over the
Internet
What if the customer has UCM and want to move 69
agents to Webex Calling?

On-Premise PSTN
End Customer Signaling path
Transition from UCM/UCCX to Webex CC & Webex Calling
UCM controlled
endpoints with LGW • All inbound PSTN calls come into the
LGW, which sends it to UCM
(centralized dial plan – combination
of agent and non-agent phones)
• UCM sends the call to Webex
Contact Center with Webex Calling
via the LGW
Access
Media Services Network LGW • After getting contact center
Webex Calling
treatment, call is sent to the agent
Access SBC
(UCM endpoint) via the LGW
BYoPSTN
End Customer Signaling path
70
Transition
Phase
Leverage existing
components
Sharing calls
Transition tools
Common resources
Top 10 CUIC Reports
Top 10 CUIC Reports available on Webex Contact Center
CCX CUIC
1. Abandoned Call Detail Activity Default is Disabled
2. CSQ Agent Summary
3. Agent All Fields
4. Agent Detail
5. Agent Summary
6. CSQ Activity by Window Duration
7. CSQ Call Distribution Summary
8. CSQ All Fields Report
9. Multichannel Agent Summary
10. Application Summary

#CiscoConnectLatAm © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Public
Top 10 CUIC Reports available on Webex Contact Center
CCX CUIC
1. Abandoned Call Detail Activity
2. CSQ Agent Summary
3. Agent All Fields
4. Agent Detail
5. Agent Summary
6. CSQ Activity by Window Duration
7. CSQ Call Distribution Summary
8. CSQ All Fields Report Your CSM Can Enable
9. Multichannel Agent Summary
10. Application Summary

Top 10 CCX Reports in Webex CC
Navigating Gadgets
Finesse Agent Desktop
Gadgets listed on
the side navigation
bar, toggle between
gadgets here
Unpin and pin to

expand/Collapse to
maximize real estate
Navigating Widgets
Webex CC - Managing Widgets
Widgets listed on the

side navigation bar,
toggle between
widgets here Expand/Collapse to
maximize real estate
Drag/Drop/Resize/Maximize/Minimize Gadgets
Finesse Agent Desktop
Drag/Drop/Resize/Ma
x/Min gadgets
• Gadget layout is defined in Finesse

admin in text or xml format.
• Different sections for agent and
supervisor
Drag/Drop/Maximize/Minimize Widgets
Webex CC New Desktop Widgets
Drag/Drop/Max/Min
widgets
• Widget layout is defined in json

format, defined under desktop
layout in admin portal
Finesse Gadget Migration to New WxCC

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/developer_20/webexcc_b_20-desktop-developer-guide-/webexcc_m_20-finesse-gadget-migration.html
Few things you
should do on the
first night in your
new home
Don’t Forget Training!
Agent Supervisor Administrators

• Login / Logout • Reskilling • Scripting
• State Changes • Reports • Provisioning

• Analyzer • System monitor
• Outbound Call
• Login / Logout • ….etc
• Hold/Retrieve/Transfer/Conference
• State Changes
• Wrap up Codes
• Supervisor View
• ..etc
• Monitor Agent
• Barge In & Drop Agent
• Wrap up Codes
• ..etc
81
What’s Next?
82
For strategy feedback @ TechSummit
Customer Paths for Growing to
Hybrid Cloud
Connector
Webex Org
• Webex Suite
UCCE • Webex CCAI
• JDS
Webex CCE • Adv Analytics
Cisco PCCE • XM Next
Webex CC •
•
WFO
Cloud Media
Customer Journey
• Digital Channels
CCX Toolbox • 3rd party integrations
Allow customers to progressively transition to cloud

deployments
Customer
Flash-Cut Migration
Competitor Co-Production Webex

Avaya takeout* Partner Services
CX Services
Phased Migration Webex Universal Harness
Migration Scripts*
Departmental moves
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 83
Cisco Confidential – No reproduction allowed

What’s coming next?
• Webex CC Migration “toolbox” • Hybrid cloud connector (early planning - not committed)
• Active development • Advanced Analytics (CUIC, reports to Analyzer)
• Improved bulk import process • JDS and XM Next
• Flow builder developer API • Enhanced Digital Channels
• Planning - not committed • Webex Identity (CI) – Agents and Supervisors sync
• 3rd party migration scripting • Control Hub enhancements (cloud awareness)
• CCX routing scripts to Flow builder
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential © 2021 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 84
Cisco Confidential – No reproduction allowed

Key Takeaways
• Bring Security & Network team early
• Leverage what you have
• Transition creates opportunities
• Cisco offers proven low risk Transition
methodology
Key Takeaways
References
• Migrating the Premise Contact Center to the Cloud - BRKCCT-1013
• https://www.ciscolive.com/on-demand/on-demand-
library.html?search.event=1654953906132001zSK6&zid=pp&search=Arunabh#/session/1655424279363001QTqX
• Intelligently Handling Call Traffic Between Premise & Cloud Contact Center - BRKCCT-2026
• https://www.ciscolive.com/on-demand/on-demand-
library.html?search.event=1654953906132001zSK6&zid=pp&search=Paul%20TIndal#/session/1655424278481001QqGP
• Deep Dive CCX to Webex CC

• https://salesconnect.cisco.com/#/search/-%2520UCCX%2520to%2520Webex%2520Contact%2520Center/content
• Webex CC Data Sheet

• https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center/datasheet-c78-744541.html
• What’s New in Webex Contact Center

• https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center
Appendix
Updating the discovery sheet
Mandatory
Deployment Discovery Sheet Elements Optional
Blank
Multimedia Profiles
Sites
User Profiles • User Profile Name required
Work Types • User Profile Type required
• All options can be edited later in
Auxiliary Codes the portal if desired or configured
Agent Profiles here
• Unavailable configuration
Address Book elements for user type will result
Skill Definition in default values
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles • User Profile Name required
Work Types • User Profile Type required
• All options can be edited later in
Auxiliary Codes the portal if desired or configured
Agent Profiles here
• Unavailable configuration
Address Book elements for user type will result
Skill Definition in default values
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Outdial ANI
Flows
Routing Strategy
PROFILE TYPE
SUPERVISOR
PREMIUM_AGENT
STANDARD_AGENT
MODULE OPTION
ADMINISTRATOR_ONLY SPECIFIC
SPECIFIC
SPECIFIC
SPECIFIC
EDIT
EDIT
EDIT
AGENT DESKTOP
EDIT
REPORTING AND ANALYTICS
ON
BUSINESS RULES
Profiles
EDIT
CALL MONITORING
ON
BARGE IN
ON
MID CALL MONITOR
ON
WHISPER COACH
ON
RESTRICTED MONITOR ONLY
ON
VIEW BLIND MONITOR REQUESTS
EDIT
CALL RECORDING
EDIT
LOGOUT AGENTS
EDIT
EDIT
EDIT
MULTIMEDIA
NONE
EDIT
EDIT
CAMPAIGN MGR
EDIT
EDIT
PROVISIONING
ON
ON
MANAGE EPS QUEUES

ON
ON
MANAGE SITES
ON
ON
MANAGE TEAMS
ON
ON
MANAGE USER PROFILES

ON
ON
MANAGE USERS
ON
ON
EPS MAPPING
ON
ON
MANAGE DIAL PLANS

ON
ON
AUDIT TRAIL
ON
ON
BRANDING
OFF
OFF
MANAGE TENANTS
ON
ON
REVOKE API KEY

EDIT
RECORDING MGMT
ON
MANAGE RECORDINGS
ON
TAGS
ON
CUSTOM ATTRIBUTES
ON
SECURITY KEYS
EDIT
EDIT
ROUTING STRATEGY
ON
ON
MANAGE FLOW SCRIPTS

ON
ON
MANAGE MEDIA FILES

EDIT
EDIT
WORKFORCE OPTIMIZATION
ALL
ALL
ALL
ALL
ACCESS ENTRY POINTS

ALL
ALL
ALL
ALL
ACCESS QUEUES
ALL
ALL
ALL
ALL
ACCESS SITES
ALL
ALL
ALL
ALL
ACCESS TEAMS
Mandatory
Blank
Multimedia Profiles • Work Types are a grouping of Auxiliary
Sites Codes and can be found in reporting
User Profiles
under Auxiliary Reports
• Work Types must be created prior to
Work Types Auxiliary Codes
Auxiliary Codes • Wrap-Up Codes from UCCX are pulled
Agent Profiles into the Work Types tab of the DDS
form
Address Book
Skill Definition
Skill Profile
Team Did you know: CCX also has Wrap Up Reasons as ‘categories’ with
Multimedia Profiles associated wrap up codes under Subsystems – Chat and Email –
Entry Points Wrap Up Reasons
Queues
Outdial Queues
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles • Work Types are a grouping of Auxiliary
Sites Codes and can be found in reporting
User Profiles
under Auxiliary Reports
• Work Types must be created prior to
Work Types Auxiliary Codes
Auxiliary Codes • Wrap-Up Codes from UCCX are pulled
Agent Profiles into the Work Types tab of the DDS
form
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Did you know: CCX also has Wrap Up Reasons as ‘categories’ with
Outdial ANI associated wrap up codes under Subsystems – Chat and Email –
Wrap Up Reasons
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
• Values pulled from Finesse
User Profiles Auxiliary Codes
Work Types • Requires Name and Type
Auxiliary Codes
• Type can be Wrap up or Idle
codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles Confusing? 2 Profiles already exist in the
Work Types tenant.
Auxiliary Codes Mandatory • Agent-Profile

Agent Profiles • Agent-Profile(Auto_WrapUp)
Optional
Address Book Blank

Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues • Many elements under Agent Profile that do not exist in UCCX
Entry Point Mappings • Drop down selections available on first line items. Copy/Paste if desired
• Mandatory items are “Name” and “Parent Site”
Outdial ANI • Parent Site will be ‘Tenant’ if left blank
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team • Address book entries come from Finesse.
Multimedia Profiles
Entry Points • The Finesse API will create the entries but may
require changes on the DDS
• Label each row with the name of the Address Book
Queues followed by a new entry
Outdial Queues • Ensure all entries are tied to the correct Address
Book name and Site Name
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team • Skill Names carried over from CCX but
Multimedia Profiles
Entry Points require more info in WebexCC
• Mandatory Entries are
• Name
Queues • Service Level Threshold
• Type
Outdial Queues • List Values for Enum
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team • Skill Profile does not exist in UCCX and must be
Multimedia Profiles
created for any Skill Definitions
Entry Points
• Mandatory Fields
Outdial Entry Points • Name
• Skill Name
Queues
• Skill Type
Outdial Queues • Skill Values
• Use a separate row to define each skill assigned to
the same profile
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Outdial ANI
Note: All Skill Definitions exist in Skill Profiles but are only activated if Select is
Flows checked and a value is assigned
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile • “Type” is a drop-down field for either Agent or
Capacity Based
Team • Capacity based teams do not have MM
Multimedia Profiles
Entry Points Profiles, Skill Profiles, DN or Desktop Layout
• Assign Mandatory (red) fields to define the team
Outdial Entry Points information
Queues • Capacity should be 1 for any Capacity based team
or blank for an Agent based team
Outdial Queues • Optional fields will be set to default values if not
Entry Point Mappings defined
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles • “Type” is a drop-down field for either Agent or
Entry Points Capacity Based
Outdial Entry Points • Assign Mandatory (red) fields to define the team
information
Queues • Capacity should be 1 for any Capacity based team
Outdial Queues or blank for an Agent based team
• Optional fields will be set to default values if not
Entry Point Mappings defined
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles • Channel Type and Social Channel Type are mandatory drop-down
Entry Points fields
Outdial Entry Points • If Social Channel is selected it is necessary to choose the
Social Channel Type as well
Queues • Channel Type cannot be changed later once EP has been
created
Outdial Queues
• Entry Point Name and Service Level Threshold are mandatory
Entry Point Mappings • Default Timezone will be used which is the timezone of the Tenant Org
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
• Provide Name , Service Level Threshold and Channel
Queues Type for the Outdial Entry Point to be created
• If this sheet is left blank, then no Outdial EP will be
Outdial Queues
created
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
• Mandatory Fields (drop-down)
Sites
• Queue Routing Type
User Profiles
• Skill Based Agent Selection
Work Types
• Channel Type
Auxiliary Codes
• Routing Type
Agent Profiles
• For Skill Based Queue Routing Type, select the Agent Selection type
Address Book
from the dropdown
Skill Definition TMI Mike!
• At least one Call Distribution (CD) group is required.
Skill Profile Can we see
• If Pause/Resume Enabled is True then provide Recording Pause
Team some
Multimedia Profiles Duration else default (10 seconds) will be used. examples?
Entry Points
• Default Timezone (tenant default) if no value is posted
• Default music in Queue will be used if not provided.
Queues
• Leave all the other columns as it is.
Outdial Queues
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
• Name, Queue Routing Type, Skill Based Agent Selection, Channel Type and Routing Type are mandatory drop-down fields
• For Skill Based Queue Routing Type, select the Agent Selection type from the dropdown
• Each Queue requires a Distribution Group and Team association. These must be on a separate row in the csv for Bulk Operations.
Queues
Mandatory
Blank
Queues
Mandatory
Blank
CumulusMain:SiteA
New Row with

Queue Name
CumulusMain SiteA
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Refer Queue slide to populate
Auxiliary Codes Call Distribution groups.
• If Pause/Resume Enabled is
Agent Profiles
True then provide Recording
Address Book Pause Duration else default
Skill Definition (10 seconds) will be used.
• Default Timezone will be
Skill Profile used which is the time zone
of the Tenant Org
Team
Multimedia Profiles • Default music in Queue will
Entry Points be used if not provided.
• If Enable Outbound Campaign
or Web Callback is toggled to
Queues YES
• Add Group to the DDS
Outdial Queues
Spreadsheet in the
Entry Point Mappings same way as done for
Queue
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
• Refer to Entry Point Sheet to use the Entry Points to map
Auxiliary Codes
the dialed numbers here
Agent Profiles
Address Book
• Note: Ensure Entry Point Name appears exactly as
Skill Definition
it does on the Entry Point sheet
Skill Profile
• Note: Not all Entry Points require a DN mapping
Team
Multimedia Profiles • Note: Dialed Numbers must exist in Control Hub
Entry Points
Queues
Outdial Queues
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
• If there are multiple rows
Sites for the same Outdial ANI
User Profiles name, create multiple
rows in the sheet having
Work Types the same Outdial ANI
Auxiliary Codes name but separate Entry
Name.
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles Sales
Entry Points
Sales Outdial
Queues
Outdial Queues
Outdial ANI
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Entry Point Mappings • Converting UCCX Scripts into Webex CC Flows is not “yet”
Outdial ANI supported in the automation.
• Key word is “yet”
Flows
Routing Strategy
Mandatory
Blank
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Multimedia Profiles
Entry Points
Queues
Outdial Queues
Entry Point Mappings Routing Strategy is not an available option in Bulk
Outdial ANI Operations at this time
Flows
Routing Strategy
Deployment Discovery Sheet Elements
Multimedia Profiles
Sites
User Profiles
Work Types
Auxiliary Codes
Agent Profiles
Address Book
Skill Definition
Skill Profile
Team
Entry Points
Queues
• Users are created in Control Hub and
Outdial Queues need to be Synchronized with Contact
Entry Point Mappings Center
• Recommend downloading Users from
Outdial ANI Bulk Operations
Flows
Routing Strategy
Transition Use Cases
Transition use case
- Customer has third party solution
• Customer has their own PSTN , 3rd party PBX & contact center. PSTN connects to
3rd party SBC.
• 3rd party SBC sized appropriately with 100 concurrent SIP calls.
• Customer wants to transition all applications (CC & PBX) to the cloud, but they need to
keep their own PSTN
• What are the Cisco Options?
3rd party
CC
Cloud Contact Center
3rd party 3rd party
BYO PSTN
SBC PBX
Transition use case
• Customer has their own PSTN , 3rd party PBX & contact center. PSTN connects to
3rd party SBC.
• 3rd party SBC sized appropriately with 100 concurrent SIP calls.
• Customer wants to transition all applications (CC & PBX) to the cloud, but they need to
keep their own PSTN
• What are the Cisco Options?
3rd party
CC
3rd party 3rd party VOICE

BYO PSTN MEDIA
SBC PBX
Transition use case
• How many Ports required for the
LGW?
• 100 ports minimum

VOICE MEDIA Webex Calling
Webex Contact Center Access Network
3rd party
BYO PSTN LGW
SBC
End Customer
Webex Calling
endpoints
CCX to Analyzer Data Value Comparison
Spreadsheet
provides a good
comparison of
report values
between CCX and
Analyzer.
Note: Not being updated

and only available by
request.
WFO
Possible recording options on UCCX
Compliance recording for UCCX agents Use Webex CC native call recording
Compliance recording for CUCM users
Quality Management recording and Will not migrate*
scorecards for agents
Choose from Partial or Full data
Quality Management recordings with migration options
scorecards and screen capture (AQM)
migration options
*CUCM recorded conversations need to consider other vendors such as Dubber (with Webex Calling) or Imagicle
Audio recordings – things to know
Audio Recording
When QM is connected to Cisco Webex Contact Center, contacts are created and recorded in natively on Webex Contact
Center.
To import a contact, Webex WFO first imports contact metadata through an API request. Then, it imports the audio recording
through another API request, matches the audio recording with the contact metadata, and associates the contact with the
agent who handled it.
When multiple agents handle a contact in Webex Contact Center (for example, when one agent transfers the contact to
another agent), Webex WFO uses metadata to segment the contact into a matching number of contacts that it then
associates with the individual agents involved.
Specifically, Webex WFO determines when agents were active on the call through Start and End timestamps and segments
the contact accordingly. Each resulting contact in Webex WFO has its own metadata and audio recording.
NOTE: It can take up to two hours for Webex Contact Center to make a contact available to Webex WFO.
Continuity and Migration to Webex WFO
Overview of Webex Workforce Optimization
• Replacement WFO solution for Cisco Unified WFO for UCCX (aka OEM)
• Expanded WFO solution for Webex Contact Center
• Net new cloud-based deployment with either partial or full migration of existing
data
• Existing WFO server with recordings becomes the customer’s Archival server to
access all previous recordings
• Migration from UCCX versions including: 10.0, 10.5, 10.6, 11.0, 11.5, 11.6, 12.0
• Verify phone devices supported:
https://developer.cisco.com/site/uc-manager-sip/documents/supported/
Cisco Unified WFO Timeline for End of Life
Cisco End of Life

End of Sale End of Support
Unified WFO 11.5 Announcement
(Aug. 2016) (Aug. 2020) (Aug. 2023)
(July 2020)
Cisco Webex
WFO
General Availability
(July 2020)
Why replace Cisco Unified WFO with Cisco Webex
WFO?
BRAND CONTINUITY UPGRADED UX TRADE-IN VALUE THE CLOUD
Cisco Webex WFO • Don’t forget the value

• Easy alternative with • Cisco Webex WFO •
is the only of the cloud
familiar user was built from
interface and tools Cisco Unified WFO alternative that will • Continuous feature
give you trade in upgrades, flexible
• Simplified training • Retain the same value for your seat licenses, cloud
and migration functionality plus 50+ existing Cisco storage and minimal
options enhancements, Unified WFO seats server footprint
including data
explorer and analytics
50+ Enhancements with Cisco Webex WFO
Data Explorer Quality Management Workforce Management Analytics
• New functionality • Redesigned UI and • Schedule optimizer • New application not

included with all media player previously available
Webex WFO • Intraday dynamic in Cisco Unified WFO
applications • Agent profile card scheduling
• Analytics and
• Business intelligence • Evaluation form • Schedule history and Analytics with
and custom reporting enhancements restore Transcription options
- allows you to that include
• Clone existing forms • Ad hoc scheduling
seamlessly integrate phonetics, desktop
and visualize • Plus 20 more • WFM Mobile Agent analytics, text
information from enhancements analytics and
anywhere in Webex • Plus 30 more sentiment analysis.
WFO enhancements
Possible recording options on UCCX
Compliance recording for UCCX agents Use Webex CC native call recording
Compliance recording for CUCM users Will not migrate*
Quality Management recording and Choose from Partial or Full data

scorecards for agents migration options
Quality Management recordings with
migration options
scorecards and screen capture (AQM)
*CUCM recorded conversations need to consider other vendors such as Dubber (with Webex Calling) or Imagicle unless CUCM is
still being used as the PBX/Calling Platform for Webex CC
Recording Storage
A-FLEX-CC
• Partners pre-buy recording storage
Product Description
packs
Real-Time – 50 GB
• Monthly adjustments in arrears Monthly
• Customer controls retention • Real-Time–– Immediate
Archive playback
50 GB Monthly
policies and storage location • Archival – 1:1 playback time
A-FLEX-3-CC
Product Description
Real-Time & Archive – 1 GB
Monthly
Webex Contact Center &
Call Recording
1. Record all calls
2. Percentage call recording
3. Recording Schedules
WebEx Contact 4. Recording storage & Retrieval
Center has native 5. Advance search options (Queues, Sites, Teams, Agents, CAD
variables, DNIS, ANI, sessionID, duration, custom attributes)
call recording 6. Recording file access through APIs
© 2019 Cisco and/or

© 2023 Ciscoits affiliates.
and/or All rights
its affiliates. All rightsreserved. Cisco
reserved. Cisco Confidential
Confidential
Retrieval – Supervisor playback of agent Webex CC recorded call
Playback of selected agent recording
Scheduling
Two recording Options:
1. Compliance call logging records all calls that are served

by a given queue. This setting is useful for customers
who require 100% recording for compliance purposes.
2. Percentage call recording enables customers to record a

subset of their calls. This allows administrators to spot check
call quality across the enterprise or perform targeted quality
monitoring of certain agents, teams, or call center sites.
Calls to be recorded can be:
- Selected randomly by the system on a
percentage basis
- Scheduled by time and/or day
- Based upon criteria such as the site, team, or
agent to whom the call is routed
Optional add-on: Webex
Workforce Optimization
Suite
Cisco Webex WFO Suite
Three powerful capabilities in one unified suite
WFO Analytics
Quality Management Workforce Management Speech | Desktop
• Measure agent efficiency and • Schedule staff and manage • Analyze speech and desktop
performance through tailored adherence to schedules actions to gain insights
evaluation forms
• Forecast trends to prevent over- • Correlate agent performance to
• Boost morale via gamification and or under-staffing Net Promoter Scores (NPS)
agent self-assessment
Supervisor View of agent recorded call with WFO
Workforce Management – Agent schedules
Voice Analytics
Recording Methods
Three Recording Methods
1. Desktop recording is a software recording service executed on the recorded user's PC.
2. Network-based recording uses a recording server that receives telephony packets directed to it from the built-in
bridge on the recorded user's IP phone under the direction of Cisco Unified Communications Manager (UCM) and
controlled by the recording workflow on the recording server processing the user's CTI events.
3. Cisco Unified Border Element (CUBE) gateway recording includes media forking from CUBE to a record server,
which then encrypts and uploads into the call recording and quality management system per the user’s workflow
configuration.
For all call recording types, transactions of interest are selected and processed if they meet established business
criteria configured
Recording Methods
SMART DESKTOP CLIENT NETWORK BASED RECORDING
• LIGHTWEIGHT CLIENT – THICK OR THIN • SINGLE SIGNALING / CAPTURE GROUP SUPPORTING
• PC WORKSTATION DAISY CHAINED FROM IP PHONE GATEWAY AND BIB RECORDING
ETHERNET SWITCH • CUCM LEVERAGES UC GATEWAY SERVICES API
• ACTS AS VIRTUAL RECORDING SERVER REQUEST TO GATEWAY FOR MEDIA FORKING
• CONFIGURABLE FOR:
• AUDIO RECORDING OF DESK PHONES & SOFT BUILT IN BRIDGE (BIB)

PHONES (UNENCRYPTED SIP OR SCCP) • STATION SIDE RECORDING, DEFACTO STANDARD
• SCREEN RECORDING • SIGNALING (SIP) TO CUCM, CAPTURE SERVER(S)
• DESKTOP ANALYTICS • RECORDS STATION TO STATION CALLS
• AUTOMATED PAUSE & RESUME • RECORDS VOICE OF AGENT ON AGENT INITIATED HOLD
• AGENT APPLICATION ACTIVITY • RECORDS INBOUND AND OUTBOUND CALLS
• BANDWIDTH FROM BIB ENDPOINTS TO CAPTURE
• INCLUDES DESKTOP CAPTURE CONTROLLER SERVER
• UNAUTHENTICATED API STACK ACCESS • LIVE AUDIO MONITORING VIA WEBRTC
• PAUSE & RESUME
• METADATA ATTACH
Smart desktop – where all the magic happens
Required to capture agent desktop and screen recording
• Lightweight client with zero administration install as a thick client or in a

Thin Client VDI environment
• Acts as a virtual recording server installed on the agent workstation to

record stereo agent softphone and multiple monitors
• Captures of the desktop analytical data, events with metadata and

automation of pause and resume and call segmentation
• Smart Desktop Client is securely bound to a single Webex Contact Center

tenant
Technical Specifications for Desktop Recording
DESKTOP / BROWSERS
DESKTOP OS / THIN CLIENT

WINDOWS 10 32/64-BIT
WINDOWS 8.1 Update 1 32/64-BIT
MTS 2012R2, 2016R2, 2019
XENAPP 7.15, 7.7
NO JAVA DEPENDENCIES
NO ACTIVEX DEPENDENCIES
WEB BROWSERS
IE 10 32/64-BIT DESKTOP MODE
IE 11 32/64-BIT DESKTOP MODE
GOOGLE CHROME
MOZILLA FIREFOX
Audio recordings – things to know
Audio Recording
When QM is connected to Cisco Webex Contact Center, contacts are created and recorded in natively on Webex Contact
Center.
To import a contact, Webex WFO first imports contact metadata through an API request. Then, it imports the audio recording
through another API request, matches the audio recording with the contact metadata, and associates the contact with the
agent who handled it.
When multiple agents handle a contact in Webex Contact Center (for example, when one agent transfers the contact to
another agent), Webex WFO uses metadata to segment the contact into a matching number of contacts that it then
associates with the individual agents involved.
Specifically, Webex WFO determines when agents were active on the call through Start and End timestamps and segments
the contact accordingly. Each resulting contact in Webex WFO has its own metadata and audio recording.
NOTE: It can take up to two hours for Webex Contact Center to make a contact available to Webex WFO.
Continuity and Migration to
Webex WFO
Migration Options for Existing Cisco
WFO Users
Net New Deployment
Partial Data Migration
Full Data Migration
Net New Deployment
NET NEW DEPLOYMENT
A fresh installation of Webex WFO is built in parallel to the existing Cisco WFO and a
cutover is planned from the existing production system, leaving that as a search-and-
play archival system.
This option is the most seamless and economical option
ALL migrations will begin with a new deployment on the cloud
WFO will be configured per the tenant requirements
***In all cases, it is necessary to synch the new deployment with the existing deployment
Synch WFO data
UCCX Agent Info
WxCC Agent Info
CSQ
User Profile
Team
CUCM End User CC Enabled
Skills
First Name Control Hub User Site Name*
Webex CC WFO
Resource Group
UCCX WFO
Last Name First Name Team Name

Alias
Login Name Last Name Skill Profile Name
Password
Email ID Alias Agent Profile Name
Default DN
Email Multimedia Profile Name
(IPCC Extn)
Password License Type External ID
Partial or full system migration
A partial or full system migration occurs when a full installation of Cisco Webex WFO is built and you
want to retain some or all of the configuration data, media, and historical data that is in the existing
system.
The benefit to this approach is the majority of data from your old system will be on a single
platform. The drawbacks of this approach is the timeline for this method. Consider the timing and
economics of these migrations – which is often greater than a net new development.
Pricing – Migration
Call Recording and QM Costs
• Pricing will include Base Migration Service with an additional charge per million Contact Records
• The number of CCR’s can be determined by running the following query against their database:
select count(*) from ccr where audioUploadState = 2
PARTIAL MIGRATION
A partial migration occurs when a full installation of Webex WFO is built and you want to
retain some of the configuration data and historical data that is in the existing system.
The benefits to this approach is the ability to leverage historical data, while minimizing
costs and timeline.
Evaluations
First Name
Evaluations scores
Last Name First Name Evaluations
Evaluation
Login Name Evaluation scores
templates Last Name
Email ID Evaluation templates
Recording Events
Webex CC WFO
Default DN Login Name
Root recordings Recording Events
UCCX WFO
(IPCC Extn)
Contact Goals Email ID Root Recordings
Password
Devices Contact Goals
Default DN
Password Devices
Media Files
Metadata
Media Files
Retention Policies
Metadata
CCR’s
Retention Policies
File crypto keystore
CCR’s
File crypto keystore
The following is QM data that will not migrate and will need to be recreated and reconfigured in the new
Cisco Webex WFO platform.
Telephony Groups; Signaling Groups Saved Reports
Scheduled Reports
Recording Clusters
QM Dashboards
Custom Roles
Survey Configuration
Custom Retention Policies
Manual copy of media files for screen
Workflow Classifiers and retention recording and playback
Contact Goals
Full Data Migration – not recommended
FULL MIGRATION
A full migration occurs when an installation of Webex WFO is built and you want to retain
ALL of the configuration data, media, and historical data that is in the existing system.
Most data from your Cisco WFO system will be on a single platform, but time and costs
are considerably higher
WFM Migrations
Application Management
WFM Data Migration items
The following WFM data will be migrated from the old system The following WFM data will not be migrated from the old
system
• Work Shifts • Projects
• Work Conditions • Schedules, Future and Past
• Work Condition profiles (including associations to agents and • Custom Roles

work conditions)
• Forecasts/Distributions
• Service Queues
• Messaging History (schedule requests / PTO configuration)
• Service Queue Groups (including associations to agents and
service queues) • Workflows (for messaging, as an example)
• Skill Mappings (Including associations to agents and service • Dashboard Widget configuration
queues)
• Firm dates / Special Events
• Multiskilled groups (Including associations to agents and
service queues) • Shrinkage (scenarios, weeks, categories)
• Agents’ main service queue • Service queue close dates
• Views (including associations to agents, work shifts, work • Adherence Settings

conditions, service queues, service queue groups, skill
mappings, multiskilled groups, users, and teams) • Virtual Queue Data
Reference Slides
WFO Resources
https://www.cisco.com/c/en/us/products/collateral/contact-center/unified-contact-center-express/datasheet-
c78-743932.html
https://www.cisco.com/c/en/us/products/contact-center/webex-workforce-
optimization/index.html
https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_ce
nter/workforce_optimization/Webex_WFO/webex-wfo-user-guide.pdf

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The Low-Risk Transition to Webex

Transition phase Q&A Key takeaways

Cisco Unified Contact Center Express (UCCX)?

Cisco Unified Contact Center Enterprise(UCCE)?

Non-Cisco Contact Center ?

Security Sharing calls

The Contact Center Flex Plan offers a term-based subscription model

Data ownership Third Party Audit

SaaS Provider Customer

Security foundations Security Controls

SaaS Provider Customer

• Cisco Trust Portal

• Trust Portal: Customer Invite Demo

VoIP/WAN Network Policies

Cloud 2 cloud Network Operations

[Caller-Agent] RTP Traffic(Calls Latency, BW, Jitter

Webex Calling to Phone

Other Traffic (CRM, backend Webex Calling

Webex Network Test: https://mediatest.ciscospark.com/

of businesses believe they of their customers

• IT will need to be more engage with the business and go

• Technology should be viewed to enable business strategic

• Working together to build a roadmap for the future of your

• Translate the roadmap into contact center capabilities

Security Sharing calls

Webex Contact Center

Customer premise Customer premise

Data Discovery Sheet

1 CCX Extraction Tool 2 Partner/CSM 3 Bulk Upload Tool

Application-pro.yml Java Executable Documentation

(6) UCCX version 10.6 &

Edit File: application-pro.yml Your CSM will provide this to you

Entry Point Mappings

User Resource Group

Queues License Agent Profile

Entry Point Mappings

User Resource Group

Queues License Agent Profile

Entry Point Mappings

User Resource Group

Queues License Agent Profile

Entry Point Mappings

Queues License Agent Profile Proficiency

Entry Point Mappings

Changing a skill profile either to the directly assigned

Caveat: Reporting is lagging behind this change for the moment

Webex Contact Center

Access Network Access Network

Customer premise Customer premise

• Call comes in via customer owned

What if the customer has UCM and want to move 69

agents to Webex Calling?

2. CSQ Agent Summary

3. Agent All Fields

6. CSQ Activity by Window Duration

7. CSQ Call Distribution Summary

8. CSQ All Fields Report

9. Multichannel Agent Summary

10. Application Summary

2. CSQ Agent Summary

3. Agent All Fields

6. CSQ Activity by Window Duration