CC-3913 - USA (Illinois) - Call Center Consultant Services - Deadline October 21,2026

Vendor needs to provide call center consultant 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:– Call queues.– IVR and scripts.– Agent profiles, teams, and roles.– Supervisor configurations.• 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.– Advanced troubleshooting of telephony issues.– Root–cause diagnostics for call failures, media problems, signalling, routing.– Remediation support for agent issues, call queue behaviors, and IVR anomalies.