Migrate from Masergy to Salesforce Service Cloud

Masergy CCaaS agent profiles — including login credentials, supervisor assignments, and queue entitlements — map to Salesforce User records. We resolve agents by email match against the destination org's User table. Any Masergy agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before contact and case import begins. Masergy agent skill tags map to Salesforce Skills records linked to the User via SkillUser junction object.

Masergy team structures that map supervisor-to-agent relationships and team-level queue assignments export as structured roster data. We reapply them to Salesforce as either Salesforce Groups (for queue-scoped team assignments) or Role hierarchy placements (for territory-based assignments), depending on the customer's chosen Service Cloud org structure. The customer selects the model during scoping.

Masergy Cloud Contact Center queue definitions — routing rules, priority settings, and agent group memberships — map to Salesforce Case Queues and Omni-Channel routing configurations. Routing priority and SLA thresholds from Masergy queue settings translate to Omni-Channel Work Item priority values. We configure Omni-Channel Flows to replicate Masergy routing behavior once queue data is imported.

Masergy Global UCaaS user records that include name, email, phone, and extension data map to Salesforce Contact records. The Masergy extension assignment migrates as a custom field masergy_extension__c on Contact. Masergy contact records that include customer-facing support ticket data map to Case contacts; pure internal extension records map only to Contact without case linkage.

Masergy Cloud Contact Center case or ticket history — including subject, description, status, priority, created date, closed date, assigned agent, and associated contact — maps to Salesforce Case records. Masergy case thread messages migrate as Case Thread Entries or EmailMessage records linked to the Case. We preserve original timestamps via ActivityDate and Set Audit Fields Upon Record Creation enabled in the destination org.

Masergy UCaaS dial plans define routing behavior for internal extensions, DID numbers, and outbound call routing. These are platform-specific routing configurations that have no direct Salesforce Service Cloud equivalent because Service Cloud does not manage voice infrastructure. We export the dial-plan rules as structured configuration documentation and deliver it to the customer's IT team to re-implement in their chosen voice infrastructure (Salesforce Voice Service, telephony partner, or separate UCaaS).

Masergy Global UCaaS user records include extension assignments, dial-plan membership, and device provisioning settings. We migrate the core user identity and extension data as Salesforce Contact records with a custom extension field. Device-level provisioning does not migrate; it is reconfigured in the destination voice infrastructure post-migration.

Masergy SD-WAN site definitions — tunnel configurations, WAN circuit assignments, and routing policies — are networking infrastructure configurations with no Salesforce Service Cloud equivalent. Service Cloud is a customer service and case management platform, not a network management system. We document the SD-WAN site inventory as a structured configuration export for the customer's networking team to re-implement in their chosen SD-WAN platform (Cisco Viptela, VMware SD-WAN, Versa, or similar).

Masergy Managed Security policy rules — including firewall, IDS/IPS, and MDR configurations — are defined in Masergy's security portal and have no Salesforce Service Cloud equivalent. Service Cloud manages customer service operations, not network security. We export the security policy rule sets as structured configuration documentation and deliver it to the customer's IT or security team to re-implement with their chosen MSSP or security platform.

Call recordings generated within Masergy CCaaS are stored in Masergy's media infrastructure and cannot be downloaded or exported via any customer-accessible mechanism. This is a hard limitation. We flag recording storage boundaries upfront in the scope document and advise customers to retain recordings in-place or arrange a manual archive through Comcast Business support if compliance retention is required. Service Cloud's Salesforce Call Recording (if Voice Service is licensed) is not a migration target for existing Masergy 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. Alert history cannot migrate. We document this gap in the migration scope and recommend that customers export any required compliance or audit records before initiating migration using Masergy's managed security portal reporting features if available. Service Cloud does not include SIEM functionality.