Avaya to Webex Contact Center Migration Guide¶

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Overview¶

This guide documents the end-to-end strategy, design, and implementation for migrating an enterprise contact center from Avaya (Aura/Elite/Select with Experience Portal IVR) to Cisco Webex Contact Center (cloud-native).

It covers every phase of the migration lifecycle — from discovery and gap analysis through network hardening, step-by-step deployment, day-2 operations, financial justification, and AI-powered integrations — targeting 1,000+ agents across a 15–19 week implementation timeline.

Who This Guide Is For¶

Audience	What You'll Find
Enterprise Architects	Target-state architecture, integration strategies, design decisions
Migration Teams	Component mapping, cutover runbooks, phased migration procedures
Network & Security Engineers	CUBE/SBC configs, firewall rules, TLS/SRTP, encryption policy
Operations Teams	Monitoring dashboards, incident management, change control
Business Leaders	TCO analysis, ROI projections, financial justification
Implementation Engineers	Step-by-step deployment, testing checklists, validation criteria

How to Use This Guide¶

Follow the chapters sequentially or jump to the phase relevant to your role. Each chapter overview page provides detailed navigation into its sub-documents.

Assess your current Avaya environment → Chapter 1: Discovery & Assessment
Design the target Webex architecture → Chapter 2: Design
Plan network changes and security hardening → Chapter 3: Network & Security
Execute the structured deployment → Chapter 4: Implementation
Establish day-2 operations and monitoring → Chapter 5: Operations
Validate the business case and run the cutover → Chapter 6: Migration Enablement
Enable AI-powered routing and integrations → Chapter 7: Integration & AI

Chapter Summary¶

Chapter 1: Discovery & Assessment ¶

Comprehensive analysis of the current Avaya environment — business requirements, stakeholder mapping, infrastructure inventory, gap analysis, network readiness, and success metrics. This phase establishes the migration foundation before any design work begins.

Chapter 2: Design ¶

Complete technical design covering target architecture, telephony, omnichannel, security, CUBE/SBC sizing, agent endpoints, DR/resiliency, and AI strategy. Includes dedicated sub-chapters for ACD routing (5 docs) and IVR flows (3 docs).

Chapter 3: Network & Security ¶

Detailed network implementation and security hardening — CUBE dial-peer configurations, firewall rules for Webex IP ranges, TLS 1.2+/SRTP encryption, phased coexistence architecture (10% → 50% → 90% → 100% migration waves), and compliance mapping for PCI-DSS, HIPAA, and GDPR.

Chapter 4: Implementation & Deployment ¶

Step-by-step deployment organized into 4 parts and 17 sections covering the full 8-phase (15–19 week) implementation. Includes 50+ tables, 120+ validation checklist items, rollback procedures, and a 27-item Operational Readiness Review.

Chapter 5: Operations & Monitoring ¶

Day-2 operations guide with 50+ KPIs, 30+ runbooks, ITIL-aligned incident management, Change Advisory Board procedures, a 3-year AIOps roadmap, and a 9-category operational handover checklist. Version 2.0 addresses 13 gaps from the original draft.

Chapter 6: Migration Enablement & Technical Planning ¶

Data migration strategy, recording/quality management, capacity sizing (with Python tools), license optimization, TCO analysis, and a detailed hour-by-hour cutover runbook with Go/No-Go gates and rollback procedures.

Chapter 7: Integration & AI ¶

Integration architecture for CRM (Salesforce, Dynamics 365, ServiceNow), WFM (Calabrio, NICE, Verint), and AI-powered capabilities — virtual agents with 50+ intents, predictive routing, sentiment-based routing, agent assist, and real-time transcription.

Technology Stack¶

Source Platform (Avaya)¶

Component	Technology
Contact Center	Avaya Aura Contact Center Elite / Select
IVR	Avaya Experience Portal with Orchestration Designer
Telephony	Avaya Communication Manager
Workforce	Avaya WFO tools and analytics

Target Platform (Cisco Webex)¶

Component	Technology
Contact Center	Webex Contact Center (cloud-native)
Telephony	Webex Calling (Enterprise)
IVR / Automation	Webex Connect — Flow Designer
Analytics	Webex Experience Management (Analyzer)
SBC	Cisco CUBE on ASR 1002-HX (2× HA)
Network	Dual ISP, 1 Gbps total, BGP failover
AI	Webex AI virtual agent, NLU, predictive routing
Integrations	REST, GraphQL, Webhooks; OAuth 2.0, JWT

Business Impact Summary¶

Illustrative Figures

All figures below are examples from the documentation framework. Substitute actual costs from your Cisco partner and internal finance teams.

Metric	Illustrative Value
5-Year TCO Savings	$2.8M (Avaya $10.2M → Webex $7.4M)
ROI	27.5%
Payback Period	7 months
Annual License Optimization	$780K/year
AHT Reduction Target	30%
FCR Improvement Target	45%
Virtual Agent Containment	40–60%
Agent Productivity Improvement	25%

Prerequisites¶

Before beginning the migration, confirm:

Active Avaya Contact Center environment with completed inventory
Webex Contact Center tenant provisioned
Network bandwidth assessment completed (minimum 1 Gbps for 1,000 agents)
Security and compliance requirements documented
CUBE hardware procured (2× ASR 1002-HX for HA)
TLS certificates obtained (public CA, minimum 2048-bit RSA)
Implementation team assembled (PM, solution architect, network/voice/security engineers, integration developer)
Firewall change management process initiated
PSTN carrier coordination underway for DID retention/porting

Support and Resources¶

Official Documentation: Webex CC Help · CUBE Config Guide · Webex Network Requirements · Developer Portal · Cisco TAC: 1-800-553-2447 (24/7)

License & Attribution¶

Author: Rajmohan M

This guide is provided for educational and knowledge-sharing purposes. See Disclaimer for complete terms · Contact for technical discussions