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Migrate from enterprise CCaaS to Orbit

This guide walks you off a per-seat enterprise contact-center suite — Genesys Cloud CX, Talkdesk, Five9, or NICE CXone — onto Orbit’s pay-as-you-go contact center, channels, and AI voice agents on one account. The migration is phased: audit, move connectivity, rebuild, cut over, validate. Your incumbent suite stays live until the last ported number validates. Plan 2–6 weeks depending on queue count and how many countries carry number-porting lead times. Regulated traffic (HIPAA, call recording) travels with its own approval step — treat it as a workstream, not an afterthought.

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Before you begin

  • Workspace admin on the incumbent suite (Genesys Cloud CX / Talkdesk / Five9 / NICE CXone)
  • An Orbit account and API key
  • Admin access on your carrier consoles for SIP trunking and number portals
  • Export rights on the incumbent for queue configs, call flows, recordings, and reports
  • A low-stakes destination wave: one non-critical queue or regional number to port first
  • (Healthcare) A Business Associate Agreement request opened ahead of any PHI traffic — execute before the call-flow cutover, not after

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Step 1: Audit what you actually run

Build the inventory before you touch a call flow. Every migrated queue starts here. Queues and routing. Export the ACD queue list: queue name, skills or routing expressions, SLA targets, ring strategy, overflow and fallback destinations, and in-queue callback offers. Each row becomes one queue to rebuild in Orbit. IVR flows and prompts. Export every call flow: the menu tree, prompts and recordings, business-hours routing, holiday schedules, and each node’s destination — then map every menu node to its outcome (queue, announcement, voicemail, hang-up). That map is the routing contract your rebuilt IVR reproduces first. Agent states and skills. Pull the agent roster with skills assignments, the state list, and the concurrency rules. Orbit’s agent-state routing reproduces the same presence model — map it in the audit so a ported agent never lands in a state that has no equivalent. Analytics, recordings, retention. Export the report definitions you actually run on, plus the raw exports and call recordings your retention and compliance policies require. Historical reporting data does not migrate; take it out while the incumbent still lets you. Numbers, trunks, SIP endpoints. List every number and trunk: local, toll-free, and per-country numbers with the regulatory registrations each one carries, plus the SIP trunks and carriers. This feeds the porting ladder in Step 2 — the registrations travel with each number and gate the port timeline. Compliance posture. Record what the current setup enforces — consent capture, recording disclosures, retention windows. On Orbit these controls are tenant-configurable: your organization sets its own quiet-hours, consent, and retention policy. Write the policy you intend to enforce on the audit sheet, not the one the incumbent defaulted to.

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Step 2: Port the trunk and numbers in a ladder

Move connectivity before numbers; validate on shadow traffic before production.
  1. Stand up SIP trunking first. Keep your current carrier and connect its SIP trunk to Orbit with bring-your-own-carrier — the numbers keep ringing on the incumbent while you rebuild. Alternatively terminate calls on Orbit; both paths route on the same voice product surfaces.
  2. Rebuild the IVR on the trunked numbers. Recreate each audited menu flow in Orbit’s visual IVR builder — the builder, SIP trunking, and ACD queues ship on one surface. Reproduce the audited routing contract node for node: same prompts, same business hours, same destinations.
  3. Rebuild the queues and agent states. Recreate each audited queue with its skills filters, SLA targets, overflow destinations, and in-queue callback; then the agent roster with its skills and state model. Run the rebuilt queues on shadow traffic — a ported non-critical number — before any production queue points at them.
  4. Port numbers in waves. Move a non-critical queue’s numbers first, validate the full call path, then port customer-facing queues in batches. Number porting runs days to weeks per country and the regulatory registrations travel with the number — stage windows so no two customer-facing queues move at once.
Done in this order, every element carries real traffic at low stakes before customer-facing volume moves. If a wave fails validation, unported numbers still terminate on the incumbent.

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Step 3: Cut over the AI agents

Run this as a second migration inside the first. The incumbent’s separately licensed agentic add-on cancels at the end — never during the cut-over.
  1. Shadow the agent behind the rebuilt IVR. Keep the rebuilt menu live and add the Orbit AI voice agent as a new front option on production calls, following the phased pattern in the IVR migration approach: the agent shadows on real traffic while the menu keeps its containment baseline.
  2. Move top intents first. When the shadow data shows the agent resolves the top audited intents at least as well as the menu path, promote it for those intents. Rank by what callers actually say (the transcript catalog from Step 1), not by the menu designer’s tree.
  3. Rewire the escalation contract warm. Point the agent’s handoff at the same ACD queues your human agents already work in, with a call summary and the verified intent attached. Pin which queue, which skills filter, and what context the human receives before the agent goes live.
  4. Cancel the incumbent’s AI add-on last. Only after every intent clears its containment gate does the incumbent’s pilot licence or agentic suite stop being a working system.

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Step 4: Validate and keep the rollback path

Grade the migration on evidence, per wave:
  • Containment parity — contained-call share per intent, Orbit vs incumbent, on the same traffic class.
  • Queue metrics — answer time, SLA attainment, and callback behaviour on the rebuilt queues, versus the incumbent’s last full week.
  • Handoff context — spot-check escalations in the first week of each wave: the agent receives a call summary and verified intent, not a bare transfer.
  • Channel and state parity — agent-state transitions, skills, and queue reporting line up before you decommission anything.
Rollback stays live until the last ported number validates: trunks came across first and numbers moved in waves, so rolling a wave back means repointing the affected SIP route or delaying the next port batch — nothing gets rebuilt.

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Healthcare: BAA before the cutover runs

Treat regulated traffic as its own workstream. A Business Associate Agreement is available on request for qualifying healthcare customers and proceeds through case-by-case review — never an automatic grant. One reviewed agreement covers the LLM, speech-to-text, text-to-speech, and telephony legs because Orbit runs those legs itself; sequence the review before the first healthcare-traffic wave ports, not alongside it. Document your tenant-side controls — PHI handling, recording consent, retention — in Step 1 and enforce them in your tenant configuration.

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Next steps