Executive Summary
This document provides a comprehensive mapping between Avaya Contact Center components and their Webex Contact Center equivalents. Understanding these mappings is critical for migration planning, feature validation, and training development.
Mapping Methodology
Our mapping analysis follows a structured approach:
- Functional Analysis: Identify core capabilities in Avaya
- Feature Mapping: Map to equivalent Webex features
- Gap Analysis: Identify missing features or workarounds needed
- Enhancement Opportunities: Highlight improved capabilities in Webex
Legend
- ✅ Direct Equivalent: Feature exists with similar or better functionality
- 🔄 Alternative Approach: Feature achieved through different method
- ⚠️ Partial Coverage: Some functionality available, may require workarounds
- ❌ Not Available: Feature not currently available in Webex
- 🌟 Enhanced: Webex provides superior capability
Call Routing and ACD
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| Communication Manager (CM) |
Webex Calling |
✅ |
Cloud-native PBX functionality |
| Call Center Elite/Select |
Webex Contact Center |
✅ |
Enhanced cloud platform |
| Vector Directory Number (VDN) |
Entry Point |
✅ |
Cloud-based call entry |
| Vector |
Flow Designer |
🌟 |
Visual low-code development |
| Skills |
Skills-based Routing |
✅ |
Enhanced with proficiency levels |
| Hunt Groups |
Queues |
✅ |
Advanced queue management |
| Agent Login/Logout |
Agent Desktop |
✅ |
Integrated desktop experience |
| Multiple Call Handling |
Multiple Contact Handling |
🌟 |
Includes digital channels |
| Auto-Available |
Idle Code Configuration |
✅ |
Configurable agent states |
IVR and Self-Service
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| Experience Portal |
Webex Connect |
🌟 |
Low-code flow builder |
| Orchestration Designer |
Flow Designer |
🌟 |
Modern visual development |
| Avaya Voice Portal (AVP) |
Webex Connect Voice |
✅ |
Cloud-native voice platform |
| VoiceXML Applications |
Flow Builder Nodes |
🔄 |
Different development paradigm |
| CCXML Applications |
HTTP/REST Integrations |
🔄 |
API-based approach |
| Media Server |
Cloud Media Services |
✅ |
Managed cloud service |
| Speech Recognition |
Google Dialogflow CX |
🌟 |
Advanced AI/NLP capabilities |
| Text-to-Speech |
Cloud TTS |
✅ |
Multiple voice options |
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| Avaya Agent Desktop |
Webex Agent Desktop |
🌟 |
Modern, browser-based UI |
| IC/IC+ (Agent Application) |
Native Agent Interface |
✅ |
Cloud-native application |
| Softphone |
Webex Softphone |
✅ |
Integrated calling |
| Screen Pop |
Desktop Layout Manager |
✅ |
Customizable screen pops |
| Wrap-up Codes |
Wrap-up Reasons |
✅ |
Enhanced reporting |
| Agent Scripts |
Desktop Layouts |
🔄 |
Embedded guidance |
| Call Recording Controls |
Recording Controls |
✅ |
Pause-resume capability |
| Supervisor Functions |
Supervisor Desktop |
✅ |
Real-time monitoring |
Reporting and Analytics
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| CMS (Call Management System) |
Analyzer Reports |
✅ |
Real-time and historical |
| Real-Time Display |
Live Data Reports |
✅ |
Customizable dashboards |
| Historical Reports |
Analyzer |
✅ |
300+ standard reports |
| Custom Reports |
Custom Report Builder |
🌟 |
Self-service reporting |
| EAS (External Alerting Server) |
Real-time Notifications |
✅ |
Webhook-based alerts |
| BCMS (Basic CMS) |
Standard Reporting |
✅ |
Included in platform |
Workforce Management
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| Avaya WFO |
Webex WFO |
✅ |
Full suite available |
| Workforce Management |
WFM Module |
✅ |
Forecasting and scheduling |
| Quality Management |
QM Module |
✅ |
Call recording and evaluation |
| Performance Management |
Performance Management |
✅ |
KPI dashboards |
| Speech Analytics |
Speech/Text Analytics |
🌟 |
AI-powered insights |
Telephony and Infrastructure
Telephony Components
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| PSTN Trunks (PRI/SIP) |
Cloud-Connected PSTN |
✅ |
Via VPOP or Local Gateway |
| Media Gateway |
Cloud Gateway |
✅ |
Managed service |
| Session Manager |
Calling Platform |
✅ |
Cloud-based session control |
| DNIS/ANI Routing |
Entry Point Mapping |
✅ |
Enhanced routing options |
| Toll-Free Numbers |
Webex Calling Numbers |
✅ |
Global number support |
| DID Numbers |
Direct Dial Numbers |
✅ |
Port existing DIDs |
Network and Connectivity
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| On-Premises Servers |
Cloud-Native Platform |
🌟 |
No servers to manage |
| Avaya Application Server |
Microservices Architecture |
🌟 |
Auto-scaling cloud services |
| Database Servers |
Cloud Database |
✅ |
Managed by Cisco |
| Backup Systems |
Cloud Backup |
✅ |
Automated redundancy |
| Geo-Redundancy |
Multi-Region Deployment |
🌟 |
Built-in HA/DR |
Digital Channels
Omnichannel Support
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| Avaya Oceana |
Webex Connect |
🌟 |
Unified omnichannel platform |
| Email Routing |
Email Channel |
✅ |
Queue-based routing |
| Chat |
Web Chat + Messaging |
🌟 |
Proactive chat support |
| SMS |
SMS Channel |
✅ |
Two-way messaging |
| Social Media |
Social Channels |
🌟 |
Facebook, Twitter, WhatsApp |
| Co-Browse |
Desktop Screen Share |
✅ |
Secure co-browsing |
Integration Components
CRM and Business Systems
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| CTI Link |
Webex API/SDK |
✅ |
Modern REST APIs |
| TSAPI |
Contact Center APIs |
🔄 |
Different protocol |
| JTAPI |
JavaScript SDK |
🔄 |
Web-based approach |
| Avaya Breeze |
Webex Connect |
🔄 |
Workflow automation |
| Screen Pop Integration |
CAD Variables |
✅ |
Desktop integration |
| Salesforce Connector |
Native Integration |
🌟 |
Pre-built connector |
APIs and Development
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| DMCC (Device Media Control) |
Webex Agent APIs |
🔄 |
REST-based control |
| AES (Application Enablement) |
Platform APIs |
✅ |
Comprehensive API suite |
| CVLAN (Custom Voice Announcements) |
Audio Prompts API |
✅ |
Cloud storage |
| Custom Applications |
Low-Code Development |
🌟 |
Faster development |
Security and Administration
Security Components
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| AAM (Avaya Aura Messaging) |
Cloud Identity |
✅ |
SSO/SAML support |
| User Authentication |
OAuth 2.0 / SAML |
🌟 |
Modern auth protocols |
| VPN Access |
Zero Trust Network |
🌟 |
Cloud security model |
| Firewall Rules |
Cloud Security |
✅ |
Managed by Cisco |
| PCI Compliance |
PCI-DSS Certified |
✅ |
Platform certification |
| Call Recording Security |
Encrypted Storage |
🌟 |
End-to-end encryption |
Administration
| Avaya Component |
Webex Equivalent |
Status |
Notes |
| System Manager |
Control Hub |
🌟 |
Unified admin portal |
| Communication Manager Admin |
Calling Admin |
✅ |
Web-based management |
| Agent Administration |
User Management |
✅ |
Bulk operations support |
| Skill Administration |
Skills Configuration |
✅ |
Dynamic skill management |
| Trunk Administration |
PSTN Configuration |
✅ |
Simplified setup |
Migration Complexity Matrix
Low Complexity (Direct Migration)
These components have straightforward equivalents:
- Agent Skills: Direct mapping to Webex skills
- Queues: Similar queue structure and behavior
- Basic IVR Menus: Easy conversion to Flow Designer
- Wrap-up Codes: One-to-one mapping
- Agent States: Compatible state model
Medium Complexity (Requires Redesign)
These require some rework but follow similar patterns:
- Complex Call Routing: Vectors to Flow Designer conversion
- Screen Pop Integration: API integration redesign
- Custom Reports: Report recreation in Analyzer
- Agent Desktop Customization: Layout redesign
- Workforce Management: Data migration and integration
High Complexity (Significant Changes)
These require substantial redesign or alternative approaches:
- Custom TSAPI Applications: API rewrite required
- Complex Multi-Site Routing: Architecture redesign
- Legacy System Integrations: Integration rebuild
- Custom IVR Applications: Flow recreation with new paradigm
- Avaya Breeze Workflows: Workflow conversion to Webex Connect
Feature Gap Analysis
Features Not Available in Webex
| Avaya Feature |
Impact |
Recommended Approach |
| On-Premises Deployment |
High |
Cloud-only platform is strategic direction |
| Legacy TDM Integration |
Medium |
Migrate to SIP or cloud connectivity |
| Certain Proprietary Features |
Low |
Most have cloud alternatives |
Webex Enhancements Over Avaya
| Enhanced Feature |
Benefit |
| AI-Powered Virtual Agent |
Improved self-service and containment rates |
| Advanced Analytics |
Real-time insights and predictive analytics |
| Omnichannel Orchestration |
Unified customer journey across channels |
| Cloud Scalability |
Elastic scaling for seasonal demand |
| Continuous Innovation |
Quarterly feature releases |
| Global Reach |
50+ data centers worldwide |
Configuration Mapping Examples
Example 1: Simple Call Queue
Avaya Configuration:
Hunt Group: 1234
Queue: true
Skill: Sales
Expected Wait Time Announcement: true
Webex Equivalent:
Queue: Sales_Queue
Entry Point: Sales_EP
Queue Routing Type: Skills Based
Service Level Threshold: 20 seconds
Treatment: Comfort Message enabled
Example 2: Skills-Based Routing
Avaya Configuration:
Agent: JDoe
Skills: Sales(5), Spanish(4), Premium(3)
Webex Equivalent:
Agent: john.doe@company.com
Skills:
- Sales (Proficiency: 5)
- Spanish (Proficiency: 4)
- Premium_Support (Proficiency: 3)
Avaya Vector:
1. collect digits after announcement 2000
2. route-to skill 10 if digits = 1
3. route-to skill 20 if digits = 2
4. goto step 1
Webex Flow:
1. Play Message: welcome-greeting
2. Menu Node: Collect DTMF
- Option 1 → Queue Node: Sales Queue
- Option 2 → Queue Node: Support Queue
- No Input → Loop back to Play Message
Data Migration Considerations
Historical Data
| Data Type |
Migration Approach |
Retention |
| Agent Profiles |
Bulk CSV import |
Full migration |
| Skills |
Manual/API recreation |
Full migration |
| Call Records |
No migration |
Archive in Avaya |
| Recordings |
Selective migration |
Based on compliance needs |
| Reports |
No migration |
Run final reports before cutover |
Configuration Data
| Configuration |
Migration Method |
Validation |
| Agent Skills |
CSV import template |
Skill test calls |
| Queues |
Manual configuration |
Routing test |
| Entry Points |
DNIS mapping |
Inbound test calls |
| IVR Flows |
Manual recreation |
Flow testing |
| Integrations |
API configuration |
Integration testing |
Training Impact Analysis
Agent Training Requirements
| Change Area |
Training Duration |
Complexity |
| New Desktop Interface |
2-3 hours |
Medium |
| Webex Softphone |
1 hour |
Low |
| Digital Channels |
3-4 hours |
Medium-High |
| New Features |
1-2 hours |
Low-Medium |
Supervisor Training Requirements
| Change Area |
Training Duration |
Complexity |
| Supervisor Desktop |
3-4 hours |
Medium-High |
| Real-time Monitoring |
2 hours |
Medium |
| Report Generation |
3 hours |
Medium-High |
| Agent Management |
2 hours |
Medium |
Administrator Training Requirements
| Change Area |
Training Duration |
Complexity |
| Control Hub |
4-6 hours |
High |
| Flow Designer |
8-12 hours |
High |
| User Management |
2-3 hours |
Medium |
| Reporting & Analytics |
4-6 hours |
Medium-High |
| API Integration |
8-16 hours |
High |
Validation Checklist
Before proceeding with migration, validate:
Next Steps
- Detailed Design: For each component, create detailed technical specifications
- POC Testing: Validate critical features in Webex sandbox
- Training Development: Create training materials based on changes
- Migration Planning: Develop phased migration schedule
- Risk Mitigation: Document contingency plans for gaps