Highlights:

• Cloud-Based Calling – Migrated legacy Avaya IPT to Webex Calling, aligned with global cloud-first strategy.

• TRAI-Compliant Integration – Retained E1 and SIP trunk connectivity to ensure regulatory compliance and support local/global calling.

• Centralized Global Management – Enabled full-stack visibility and control through Webex Control Hub.

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‍Overview:

Our client is a leading global insurance provider, offering a comprehensive range of insurance, annuities, and employee benefit programs.  

Through its subsidiaries and affiliates, the company holds dominant market positions across key regions, including the United States, Japan, Latin America, Asia-Pacific, Europe, and the Middle East.  

Challenges & Requirements

As part of its cloud-first strategy, the client aimed to modernize its existing Avaya IP telephony system across two India offices by migrating to a cloud-based calling solution while maintaining regulatory compliance and operational continuity. However, several challenges had to be addressed to ensure a seamless transition.

Challenges

• Aging, End-of-Support Infrastructure – The existing on-prem Avaya IPT system was reaching the end of its lifecycle, posing risks such as hardware failures, security vulnerabilities, and reduced OEM support.

• Cloud Migration with Compliance – The company needed to move its calling workloads to the cloud while ensuring full compliance with Telecom Regulatory Authority of India (TRAI) guidelines.

• Regulatory & PSTN Connectivity – While adopting cloud calling, the organization needed to retain its existing PSTN connections for compliance and operational continuity:  

• Domestic PSTN (E1-based) for in-country voice calls

• Global SIP Trunk for international calling

• Decentralized Telephony Management – The client’s global IT team faced fragmented management across multiple OEM telephony systems, leading to inconsistent user experiences and operational inefficiencies.

• Seamless Migration with Minimal Disruption – The transition had to be executed without downtime, ensuring that all existing workflows—including call routing, voicemail, and Call Detail Record (CDR) software integration—remained intact.

Key Requirements

To address these challenges, the new solution had to provide:

• Webex Calling & CDR Compatibility – Enable Webex Calling while maintaining compatibility with the company’s existing CDR software for call tracking and analytics.

• Enterprise-Grade Telephony Features – The cloud solution must support:  

• Silent barge-in

• Media localization

• Voicemail & Auto Attendant

• Secure calling for home office/VPN users

• Support for both desk phones and softphones

By addressing these requirements, the client sought to create a future-ready, scalable, and secure cloud telephony infrastructure that aligned with its global IT strategy while ensuring seamless business communication.

Solution:

To modernize the client’s telephony infrastructure and ensure seamless cloud migration, we implemented a redundant and scalable Webex Calling solution. This architecture retained PSTN connectivity, met TRAI compliance, and aligned with the organization’s global cloud-first strategy.

• Webex Calling Licenses – Built upon the client’s existing Webex Calling licenses, ensuring a cost-effective transition while maintaining continuity.

• Cisco Catalyst C8300-1N1S-6T Router – Deployed as a redundant local gateway with dual power supplies for high availability and reliability:  ‍
  • Dual-port E1 line modules – Supported domestic PSTN (E1) connections. ‍
  • Cisco CUBE Licenses – Enabled SIP trunking for international voice communication.

• Cisco Desk Phones – A diverse range of IP phones was deployed to meet specific user requirements:  ‍
  • Cisco 8865 – High-end IP phones for executive cabins. ‍
  • Cisco 9841 – Cost-effective, reliable devices for end users. ‍
  • Cisco 9861 – Reception phones with enhanced call management features. ‍
  • Cisco 8832 – Premium conference room speakerphones for high-quality collaboration. ‍
  • Cisco 192 Analog Telephone Adapter – Ensured fax machine support and legacy device compatibility.

This solution provided a highly available, compliant, and future-proof telephony infrastructure, allowing for seamless cloud migration, PSTN integration, and scalability to support the client’s evolving business communication needs.  

Business Outcomes:

The deployment of the Webex Calling solution delivered significant operational and business benefits, ensuring a seamless, modern, and scalable communication experience.

• Unified User Experience – A single Webex Application for calling and video meetings, integrated with Microsoft Office and Google for a streamlined workflow.

• Centralized Management – The Webex Control Hub provides a single portal for the global IT team to monitor and manage apps, devices, and space utilization.

• AI-Powered Productivity – Industry-leading AI features such as noise removal, voicemail transcription, and Webex Assist enhance efficiency and communication clarity.

• Zero Downtime Migration – The Velocis team executed a seamless transition to Webex Calling with zero downtime, ensuring uninterrupted business operations.