Avaya Contact Center – Extended Capacity provides the Extraction Utility that you can use to import data from your previous Avaya contact center. You can download the Extraction Utility from the Configuration Server web portal. The Extraction Utility collects the contact center data and generates a .json file that you can use for data import.

During the migration, you can filter agents, skills, and endpoints that you import by agent login ID, skill number, and endpoint extension number. The Configuration Server imports agents, skills, and endpoints within the specified range and the related configuration of vectors, VDNs, and other contact center objects.

When you import data from multiple contact center nodes, the Configuration Server validates the data and lists the duplicate objects in the migration report. You can use the report to locate and delete duplicate objects manually.

The extraction and import process might take up to several hours, depending on the data bulk that you import.

After migrating the extracted contact center data, you must upload audio files to the corresponding announcements. You can use announcements for configuring queue music and Music on Hold.