T6 · T6-R03
Webex Contact Center beside UCCE
Learn it in 5 minutes
- Webex Contact Center and UCCE are different products.
- A flow in one is not an ICM script in the other.
- Some customers bridge them during a migration. That bridge is a designed trunk or call route, not a brand promise.
- Reporting names differ.
- Do not claim a feature exists on both without the current data sheet.
Visual
What is going on
This lab will not invent a feature matrix. If you are moving a call type, write the entry point, the queue, the agent desktop, and the report you will use as proof. Confirm each one in the product help for the tenant you have.
Confirm before relying. Confirm connectors and coexistence in the current Webex Contact Center documentation.
Worked example
A number still enters UCCE while a pilot number enters Webex Contact Center. They do not share a queue just because both are Cisco. Test the pilot with one call and one report before you move the main number.
Quiz
1. An ICM script runs unchanged inside Webex Contact Center.
False.
Ecosystem
Sister pieces sit on the ecosystem page: the glossary, the mind map, the integration map, and the sibling labs.
- Flow — The routing document in Webex Contact Center.
- Script — The routing document in ICM.
Config. Name the product on every diagram box.
Troubleshooting. If the wrong desktop rings, you moved the number into the wrong product.
Bridge. Keep UCCE on its own sheet until the cutover evidence says otherwise.
Mind map, sister technologies, and future hooks live on the ecosystem page.
Sources
Product screens move. Confirm the guide for your release before you change a live system.
Sources and go deeper
Opened 2026-10. A row marked confirm has no link, because that page was not verified.
- Cisco. Cisco Unified Contact Center Enterprise product support last checked 2026-10
- Webex. Webex Help Center last checked 2026-10
- Webex. Get started with Webex Calling last checked 2026-10
- Community. Cisco Community, Collaboration knowledge base last checked 2026-10
- Wikipedia. Voice over IP (Wikipedia) last checked 2026-10