UCCX migrations fail in predictable ways: discovery scoped too tightly, IVR rebuild effort underestimated, PSTN migration treated as an afterthought. This checklist is designed to surface those risks early. It's organized by phase so you can see dependencies clearly — Phase 2 design work shouldn't start until Phase 1 discovery is complete, and Phase 3 IVR builds shouldn't start without the Phase 2 design decisions locked down.

For each phase, items are listed roughly in the order they should be completed. Some items within a phase can run in parallel; the dependencies between phases cannot.

Phase 1 — Discovery & Assessment

Discovery is the foundation of the entire migration. Gaps found here are cheap to address; gaps found during cutover are not. This phase ends when you have a complete inventory of everything that needs to move.

Phase 1 of 5

Phase 2 — Design & Licensing

Design decisions made here directly constrain what's possible in Phase 3. Licensing must be confirmed before any provisioning starts — getting agent counts wrong means re-provisioning mid-project, which adds delay.

Phase 2 of 5

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Phase 3 — IVR & Flow Conversion

IVR conversion is consistently the longest and highest-risk phase. UCCX Editor scripts (.aef files) cannot be imported into Webex CC — every flow must be rebuilt in Flow Designer. Budget scope realistically: a medium-complexity IVR (main menu, 4–6 options, queue routing, after-hours) takes 2–4 weeks per script.

Phase 3 of 5

Phase 4 — Parallel Run & Validation

The parallel run phase validates that Webex CC handles production traffic correctly before UCCX is decommissioned. Running both systems simultaneously adds operational complexity, but it's the only way to confirm behavior under real load with a fallback option available.

Phase 4 of 5

Phase 5 — Cutover & Post-Migration

Cutover is a planned event, not an emergency. The items in this phase should be documented in a cutover runbook before the maintenance window opens. Every step should have an assigned owner, a time estimate, and a rollback trigger defined in advance.

Phase 5 of 5

Frequently Asked Questions

What should a UCCX migration checklist include?
A complete checklist covers five phases: Discovery (version, agents, scripts, integrations, PSTN), Design (Webex CC provisioning, licensing, IdP sync), IVR Conversion (script rebuild, prompt migration, UAT), Parallel Run (shadow queues, recording validation, fallback), and Cutover (DID porting, runbook execution, hypercare, decommission).
How long does each UCCX migration phase take?
Discovery takes 2–4 weeks. Design takes 1–2 weeks. IVR Conversion is the longest at 4–12 weeks depending on script count and complexity. Parallel Run takes 2–4 weeks. Cutover is a single maintenance window with a 2–4 week hypercare period after. Total end-to-end: 3–9 months for most environments.
Can UCCX scripts be imported into Webex Contact Center?
No. UCCX Editor scripts (.aef files) cannot be imported into Webex CC Flow Designer. Every call flow must be rebuilt manually. The logic can be ported but must be re-implemented — custom Java steps, database lookups, and CTI integrations need replacement implementations built in Flow Designer.
What PSTN options are available when migrating from UCCX to Webex CC?
Three options: Webex Calling cloud PSTN (port numbers to Webex, fully cloud), Local Gateway using existing PRI/T1/SIP circuits through a Cisco IOS-XE gateway, and Cloud Connected PSTN via a certified provider. Local Gateway is useful when existing carrier contracts can't be broken during the migration window.
What happens to CUIC reports after migrating from UCCX?
CUIC reports don't migrate to Webex CC. Webex CC uses Analyzer for reporting, which has a different data model. Custom CUIC reports must be recreated in Analyzer. Export and archive historical CUIC data before decommissioning UCCX — it won't be accessible from Webex CC after shutdown.

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