Migrate from Masergy to Intercom

Masergy Cloud Contact Center agent profiles — including login credentials, supervisor assignments, and queue entitlements — map to Intercom Users with the role attribute set to admin, agent, or viewer. We extract agent rosters from Masergy portal exports and import them as Intercom Users, preserving the supervisor-to-agent reporting relationship through the admin hierarchy. Active session state does not migrate; agents log in fresh in Intercom on day one.

Masergy team structures define supervisor-to-agent relationships and team-level queue assignments. We export team rosters as structured data and reapply them to Intercom's Team model, mapping each Masergy team to an Intercom Team. Agent membership and team leadership (supervisor role) transfer directly. Team-level SLA targets require rebuild as Intercom SLA rules post-migration.

Masergy queue definitions include routing rules, priority settings, and agent group memberships. Each queue maps to an Intercom Inbox with routing rules configured to match the original queue's priority and assignment logic. Skill-based routing in Masergy queues translates to Intercom Rules with condition-based assignment. We flag any queue that relies on Cisco Webex-specific skills as requiring Intercom team and tag-based routing as the replacement model.

Masergy queue priority tiers and overflow routing map to Intercom Rules for conversation assignment and escalation. We define Rule conditions based on the original queue's business hours, priority thresholds, and agent availability logic. Time-based routing (business hours vs. after-hours) maps to Intercom's operating hours and assignment rules. Any round-robin or load-balanced assignment from Masergy translates to Intercom's assignment options in Rules.

Masergy Global UCaaS user records — including extension assignments, dial-plan membership, and device provisioning settings — map to Intercom Contacts when the migration scope includes customer contact data. Extension numbers and internal dial-plan identifiers do not map to Intercom fields; we preserve them as custom contact attributes for reference. Device-level provisioning does not migrate because Intercom does not have a device model.

Masergy UCaaS holds both internal employee extensions and external customer contact records depending on how the deployment is configured. We separate these during scoping: internal employee records migrate to Intercom Contacts if they represent external customers or partners, and are excluded if they represent purely internal Masergy telephony users. The customer identifies the contact type during discovery.

Masergy UCaaS dial plans define routing behavior for internal extensions, DID numbers, and outbound call routing. These do not have a direct Intercom equivalent because Intercom is not a telephony platform. We document the dial-plan logic as a reference artifact and map the business intent (which DID routes to which queue, which extensions receive after-hours routing) to Intercom Rules conditions so that the customer can configure equivalent routing for chat, email, and messenger conversations.

Masergy SD-WAN site configurations (tunnel definitions, WAN circuit assignments, and routing policies) have no Intercom equivalent. If the customer needs site-level context for support tickets (e.g., a customer reports an issue at a specific branch), we create a Sites Custom Object in Intercom and map site identifiers as records that can be linked to conversations via Custom Object associations. This is a configuration decision made during scoping.

Masergy SD-WAN WAN circuits (MPLS, broadband, LTE failover) and their bonding or failover assignments per site are network infrastructure data with no Intercom equivalent. We record circuit identifiers and bandwidth allocations as attributes on the Sites Custom Object (if created) for reference, but these do not map to any Intercom object. The customer retains SD-WAN management through Comcast Business or another network vendor.

Masergy Managed Security policy rules — including firewall, IDS/IPS, and MDR configurations — are network security data with no Intercom equivalent. We document policy rule sets as a written configuration export for the customer's security team to reapply in their chosen MSSP or security platform. Intercom does not have a security policy data model.

Call recordings generated within Masergy CCaaS are stored in Masergy's media infrastructure and are not accessible via any customer-facing mechanism. This is a hard limitation documented on Masergy's platform page. We flag recording storage boundaries upfront and advise customers to retain recordings in-place under Comcast Business or arrange a manual archive through Comcast Business support if compliance retention is required. Intercom's conversation model captures text transcripts and messages, not voice recordings.

Managed Detection and Response alert logs and incident records are maintained in Masergy's internal SIEM and are not accessible via customer-facing tools. Enterprises migrating away from Masergy Managed Security cannot export alert history. We document this gap in the migration scope and recommend that customers export any required compliance or audit records before initiating migration. Intercom does not have a security alert or SIEM data model.