Call Center Modernization and Migration Consultant Services

An upgraded, scalable platform supporting voice, email, and digital channels while ensuring secure, best-practice network and telephony configurations aligned with CHA infrastructure standards.
- The engagement includes:
• Migration of Cisco Unified Communications Manager (CUCM) from on-premises to Cisco Unified Communications Manager Cloud (UCM Cloud), including all associated call control, device, and telephony
workloads.
• Full CUCM to Webex Cloud upgrade, including system discovery, version assessment, migration utilities (Ciscoprovided tools), configuration replication, call routing modernization, device migration strategy, and post-cutover validation.
• Deployment of Webex Contact Center for omnichannel support
• Documentation of voice, network, routing, and integration configurations
• Integration with Finesse and 2Ring
• Knowledge transfer and training for CHA’s Network & Infrastructure teams
• Level 3 operational support for phone systems and contact center
• The migration should be completed in phases with the call center upgrade being completed first
- The consultant shall perform the following services:
• Webex Calling Migration
• Upgrade CUCM to Webex Calling via Local Gateway or potential number porting, SIP trunking, dial plan routing, and PSTN configuration.
• Migrate DID ranges, call routing patterns, and failover logic into Webex Calling.
• Configure Webex application clients for CHA agents and staff.
• Validate SIP trunk registration, codec negotiation, and successful call paths (inbound/outbound/internal).
• Webex Contact Center Enablement
• Implement cloud contact center features including:
o Call queues
o IVR and scripts
o Agent profiles, teams, and roles
o Supervisor configurations
• Configure omnichannel components (email, digital channels) based on CHA requirements.
• Deploy required Microsoft 365/SMTP integration components.
• Conduct end-to-end functional and load testing.
- CUCM Cloud Migration
• Perform a complete migration of CHA’s existing CUCM cluster to WebEx Cloud, including:
o Assessment of existing CUCM nodes, versions, device packs, and telephony integrations
o Migration readiness review and remediation steps as needed
o Use of Cisco migration utilities to move CUCM configurations into UCM Cloud (per Cisco’s recommended migration path)
o Rebuilding dial plan, route patterns, translation rules, and partitions in UCM Cloud
o Migrating phone configurations, device pools, regions, SRST settings, and failover logic
o Validation of SIP trunks, registration, media flows, and high-availability
o Retiring on-prem CUCM components once cloud migration is verified
- Network & Voice Infrastructure Configuration
The consultant will work directly with the Infrastructure team to configure and validate all dependent voice components:
• Router configuration for SIP, SRTP, TLS, DNS, and voice services
• Local gateway routing and certificate handling
• Dial peers, voice class settings, SIP profiles and normalization scripts
• Security hardening per CHA network standards
• Documentation of all configurations (router, Webex, DNS, SBC, PSTN)
• 2Ring
• Finesse