Migrating from Cisco UCCX to AWS
Hi Team
Customer would like to migrate from Cisco UCCX to AWS Connect. I need some clarifications and understanding on below topics
- Currently they are having DID numbers dispatched on the Cisco Gateway through the service Providers ISDN/SIP, is it possible to use the same DID numbers on the AWS connect? If yes how we can achive that? I would appreciate if anyone ould share some documents related to the process and configurations. Eg - Customer current did 1234 100 - 1234 199 , these numbers are provided by local service providers how to get these calls from Cisco gateway to AWS connect.
- How many calls can be in the queue? How to set this?
- In Cisco UCCX we have IVR ports which means eg - If the customer has 50 IVR ports 50 customers can call the hotline simultaneosly and can be in the queue (before answered by any agents) ? In Amazon connect how many customers can call simultaneosly? lets assume if 100 customers can call simultaneosly is it chargeble or free? I do not see any these charges information on https://aws.amazon.com/connect/pricing/?p=ft&c=rs&z=2
Porting Numbers: Primarily you need to raise a support ticket with AWS with the LOA to port the numbers to Amazon Connect. Please refer the section "Porting numbers purchased from other contact center providers" in the document.
https://docs.aws.amazon.com/connect/latest/adminguide/what-numbers-can-be-ported.htmlThere is a soft limit of 10 Concurrent calls per instance and can be increased by raising a service quota request form. Please refer the document for opening the support request: https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html
Calls will be charged as per the usage /pricing (minutes), but not by concurrency.
- I've seen customers do different things. First, is to port the numbers to AWS like it was mentioned. The other is to have the telco provider forward calls to a new dummy number which AWS owns. This way you can control your main DIDs if you ever need to do any sort of DR or alternative routing.
- There's no charge for creating a service request to increase your limit.
I have a lot of UCCX experience, make sure you do a deep dive into Connect works to avoid any surprises. Because UCCX is so tightly coupled with UCM you can do some cool telephony things when it comes to transfers/outbound calls, but this is not the case in Connect.
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Thank you Phani_L for your time and answeres.
With related to the answeres on the 2nd question, If that raised by service quota request form does that chargable?