Contact Centre migration

[lorenz84gDD]

Hello All,

I'm planning to migrate a contact center based on legacy hardware to a new cisco contact center (uccx).

This CC serves our customers with strict SLAs so I'll have to minimize downtimes.

I'll install a callmanager cluster and migrate phone. I'll have my legacy pbx system connected with a SIP trunk to the new callmanager.

Any ideas on how to proceed with the migration?

Any document for best practices in migrating contact centres?

The biggest requirement is to have all the operators (around 50) migrated to the new CC. So some kind of one shot migration.

thanks all for your help

lorenz

[Gergely Szabo]

Hi,

there's no good answer to that.

What I would probably do is to prepare an exact copy of the legacy phone+ACD on the CUCM+UCCX platform, test it extensively, let it run for a while, and when you eliminated all of the problems, switch over.

G.