The Genesys Cloud migration checklist: what to settle before cutover

Inventory what you actually run today

Start with an honest inventory of the current platform: queues, skills, IVR flows, schedules, prompts, integrations and reports. Legacy platforms accumulate years of configuration that nobody remembers adding, and much of it no longer reflects how the business operates.

Classify every item as migrate, redesign or retire. A migration is the cheapest moment you will ever have to remove complexity.

Decide the telephony model early

Genesys Cloud Voice, BYOC Cloud and BYOC Premises each change number porting, carrier contracts, SBC requirements and failover design. This decision drives the critical path, so make it in week one rather than week ten.

• Number porting lead times by country and carrier
• Emergency calling and regulatory requirements per site
• Session Border Controller sizing and redundancy

Plan data, recordings and reporting continuity

Compliance teams will ask where five years of call recordings live after cutover. Finance will ask why last month's service-level report looks different. Agree retention, export and reporting baselines before go-live so nobody discovers a gap in production.

Run in parallel and cut over in waves

Parallel running lets you compare routing outcomes, handle times and service levels between old and new platforms with real traffic. Moving agents in controlled waves, with a tested rollback path for each wave, keeps the blast radius small.

Pair every wave with a hypercare window: named engineers, a clear escalation path and daily reviews until metrics stabilise.

Protect the new environment from day one

Once production is live, configuration drift starts immediately. Set up change tracking, backup and a disaster-recovery org before the first post-go-live change request arrives, not after the first incident.