UCCX to Webex CC Migration Readiness Checklist

The Checklist

8-Point Pre-Migration Audit

Mark each item: ✅ Documented ⚠️ Partial ❌ Not Done

1A. Telephony Infrastructure

CUCM version and cluster size documented (UCCX 12.x requires CUCM 12.x — incompatibilities block cutover)
JTAPI user permissions verified on CUCM
Call Control Groups (CCGs) inventoried — total count, port allocations per CCG
CTI Route Points — every inbound DID that triggers UCCX scripted routing
CTI Ports — count of licensed CTI ports; understand concurrent call ceiling
PSTN connectivity mapped — SIP trunks, ISDN PRIs, or CUBE
Network bandwidth assessment — Webex CC requires cloud SIP; WAN profile changes

1B. Agent Inventory

Total agent count by type: Full-time, part-time, supervisor, administrator
Agent extensions — every ICD extension enrolled in UCCX
Skills inventory — complete list of all defined skills, levels (1–10), and agent assignments
Resource Groups — all groups, membership, and which CSQs they serve
Supervisor-to-team mappings — who supervises whom; Webex CC team structures differ
Agent device assignments — phone model, softphone vs. IP desk phone
Remote/home agent configurations — any CUBE-based or MRA setups

1C. Contact Service Queues (CSQs)

Most migration-critical inventory item. Do not skip partial documentation.

All CSQs listed — name, queue type (skill-based vs. resource group), associated script
Skill requirements per CSQ — minimum skill level thresholds
Service level targets — current SLA thresholds for each queue
Overflow routing logic — what happens when queue is full or wait exceeds threshold
Time-of-day routing — business hours, after-hours, holidays; which prompts play
Queue statistics baseline — 90-day historical averages from CUIC: calls offered, handled, abandoned, AHT, ASA

1D. Scripts Highest Risk

Underestimating script complexity is the #1 reason UCCX migrations blow their timelines.

Total script count — every .aef file in UCCX Script Management (including inactive)
Script dependency map — which scripts call sub-scripts?
Custom Java steps — UCCX scripts can call custom Java classes. These do NOT exist in Webex Flow Designer. Every custom Java step is a rebuild.
External system calls — HTTP steps, database query steps, XML document steps
Variables and data manipulation — session variables, enterprise data, ECC variables
Script documentation export — use UPLINX Report Tool or equivalent
Prompt files inventory — all .wav/.ulaw prompt files; which scripts reference them
Holiday/calendar configurations — UCCX Calendar Management vs. Webex CC Business Hours

1E. Recordings

Recording solution identified — UCCX native, Cisco MediaSense, or third-party
Active recording integrations — SIPREC, built-in recording path details
Historical recording storage location — on-premise, SAN, third-party archive
Compliance/legal hold requirements — any recordings under legal hold cannot be deleted
Recording retention policy — documented and communicated before migration window

1F. Integrations

CRM integration — UCCX uses CTI screen pop via Finesse gadgets. Webex CC uses REST connectors. Every CRM integration is a rebuild.
WFM integration — Calabrio, Verint, Aspect, NICE WFM? Check Webex CC compatibility.
Wallboard/real-time display — UCCX CUIC dashboards do not migrate
CUIC custom reports — document every custom report; Webex CC Analyzer uses a different data model
Outbound dialer — Webex CC outbound is separately licensed
Chat/email channels — UCCX Premium CCP for digital channels requires full rebuild

1G. Licensing

Current UCCX license type — Enhanced vs. Premium; agent seat count; concurrent session limit
Cisco EA/FLEX agreement — contact your Cisco account team to confirm cloud migration credits before signing any third-party contract
Webex CC license model — named vs. concurrent; channels; AI features
License gap analysis — current headcount vs. proposed Webex CC seat count; timing of cutover to avoid double-billing

1H. Data and Reporting

Historical reporting baseline — minimum 12 months of UCCX CUIC reports exported before cutover
KPIs documented — every metric currently reported on; who receives what report on what schedule
Reporting continuity plan — parallel reporting strategy during transition
Contact records — UCCX CDR/CCDR stored in db_cra; export strategy confirmed

Section 2

Rate each dimension 1–5. A total score of 15+ signals high complexity. 20+ means engage an experienced migration partner before finalizing timelines.

Risk Dimension	1 (Low)	3 (Medium)	5 (High)
Script complexity	<5 scripts, no custom Java	6–20 scripts, some sub-scripts	20+ scripts, custom Java, DB calls
Integration depth	No CRM/WFM integration	1–2 standard integrations	Multiple integrations, custom APIs
Agent count	<50 agents	50–150 agents	150+ agents, multiple sites
CUCM coupling	Standalone UCCX, simple PSTN	Standard CUCM integration	Multi-cluster, HA, survivable branches
Recording requirements	No recording or third-party only	Basic UCCX/MediaSense	SIPREC, legal hold, compliance archive
Digital channels	Voice only	Chat via CCP	Chat + email + outbound dialer
Reporting complexity	Stock CUIC reports	Some custom CUIC	Extensive custom CUIC + external BI
Organizational readiness	Change management plan ready	Partial plan	No change management plan yet
UCCX version	UCCX 15	UCCX 12.5/12.6	UCCX 12.0 or earlier

Total Score: — / 45

Section 3

Define Webex CC queue structure (UCCX CSQs → WxCC Queues mapping)
Map UCCX skills → Webex CC skills (naming conventions differ)
Draft Flow Designer equivalents for your top 10 scripts (high-level)
Confirm Webex CC licensing with Cisco account team
Identify integration rebuild order (CRM first)
Brief contact center management on what changes (interface, reporting, supervision)
Align IT on network changes (SIP trunk re-routing, firewall rules)

Webex CC tenant configured (queues, teams, skills, hours of operation)
Priority flow rebuilds in Flow Designer tested in sandbox
CRM integration rebuilt and tested with UAT agents
Webex CC Agent (browser) tested across all agent hardware/OS combinations
Cutover runbook documented (who does what, in what order, with what rollback plan)
Agent training sessions completed
Go/no-go criteria defined