Client Results — Healthcare

Webex Calling Migration Eliminates UC Infrastructure Overhead for 350 Healthcare Users

A regional healthcare facility modernized their communication platform by migrating from on-premise CUCM to Webex Calling, achieving cloud-native telephony with HIPAA-compliant security and operational flexibility.

Healthcare communications · CUCM migration · Cloud telephony · HIPAA compliance
350
Users migrated
Complete transition to cloud-native telephony
Zero
UC server overhead
Eliminated on-premise infrastructure maintenance
60+
Call queues migrated
Hunt groups converted to Contact Center Basic
12
Auto attendants
Multi-level call routing configured
Healthcare

The Organization

A regional healthcare facility operating an aging on-premise Cisco Unified Communications Manager (CUCM) system supporting approximately 350 users across clinical and administrative functions, requiring HIPAA-compliant communications and operational continuity.

Legacy CUCM infrastructure with UCCX contact center, existing SIP PSTN connectivity via CUBE routers, and mixed device environment including phones, ATAs, and paging systems.

The Challenge

The healthcare facility's on-premise CUCM system required significant operational overhead for maintenance, updates, and scaling. The aging infrastructure limited operational flexibility and created risks for communication availability in a healthcare environment where reliable communications are critical.

The organization needed to modernize while maintaining HIPAA compliance, preserving existing hardware investments, and ensuring zero disruption to patient care operations.

High operational overhead for on-premise UC infrastructure maintenance
Limited scalability and flexibility for dynamic staffing needs
Aging hardware requiring replacement and ongoing support costs
Complex change management for system updates and modifications
Need for HIPAA-compliant communications across all channels

IVI's Migration Approach

IVI executed a structured three-phase migration approach designed to minimize operational disruption while ensuring complete feature parity and enhanced capabilities in the cloud-native platform.

Phase 1: Design & Planning Phase

Comprehensive CUCM analysis and Webex Calling environment design including E911 configuration, user provisioning planning, DID migration strategy, and feature mapping for auto attendants, hunt groups, and call queues.

Phase 2: Implementation & Testing Phase

Directory integration with Azure AD, base environment configuration, user provisioning for 350 users, migration of 60+ call queues to Contact Center Basic, configuration of 12 auto attendants, and comprehensive testing including pilot user validation.

Phase 3: Cutover & Support Phase

Production phone migration with validation testing, EFax routing verification, day-one operational support, administrator training, legacy system decommissioning, and complete as-built documentation delivery.

Technology Stack Migrated

Cisco CUCM
Legacy on-premise UC platform (source)
Webex Calling
Cloud-native telephony platform (target)
Webex Contact Center
Basic and Essentials call queue management
CUBE Routers
PSTN connectivity and EFax routing
Azure AD with SCIM
Directory integration and user provisioning
ATA192 Devices
Analog device connectivity (30 units)
RightFax Integration
Fax routing via CUBE to existing server

Migration Outcomes

The migration successfully modernized the healthcare facility's communications infrastructure while maintaining operational continuity and enhancing capabilities for both on-site and remote healthcare workers.

Eliminated infrastructure overhead

Removed all on-premise UC server maintenance requirements, automatic updates, and hardware refresh cycles through cloud-native platform adoption.

Enhanced operational flexibility

Enabled dynamic user scaling and device-agnostic access supporting both clinical workflows and remote administrative functions common in healthcare environments.

Preserved hardware investments

Maintained compatibility with existing Cisco phones and infrastructure, reducing replacement costs while providing familiar user interfaces during transition.

Improved contact center capabilities

Migrated 60+ hunt groups to Webex Contact Center Basic and 8 queues to Contact Center Essentials, providing enhanced reporting and management capabilities.

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FAQs
How long does a 350-user Webex Calling migration typically take?

A structured migration of this scale typically takes 6-8 weeks from design through cutover, including comprehensive testing phases and user training to ensure operational continuity.

Can existing Cisco phones be reused with Webex Calling?

Yes, most current Cisco phone models are compatible with Webex Calling, allowing organizations to preserve hardware investments while gaining cloud-native capabilities and automatic updates.

How does Webex Calling support HIPAA compliance requirements?

Webex Calling incorporates enterprise-grade security controls and encryption standards that support HIPAA compliance requirements, protecting patient information across all communication channels.

What happens to existing hunt groups and call routing during migration?

Hunt groups are migrated to Webex Contact Center Basic or Essentials with enhanced reporting and management capabilities, maintaining existing call flow logic while adding cloud-native features.

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