When is a call type assigned to a call in the Cisco Unified Contact Center Enterprise system?

Question

Options

• Awhen the call is routed to an agent
• Bwhen the call is first post-routed from Cisco Unified Communications Manager
• Cwhen the call terminates and data is written to the Cisco TCD table
• Dwhen a call-routing script hits the first Queue to Skill Group node

• A
  5% (1)
• B
  95% (21)

Explanation

In Cisco UCCE, a call type is assigned at the moment of post-routing - when Cisco Unified Communications Manager hands the call off to the UCCE routing layer. This is the entry point into UCCE routing, and the call type is what determines which routing script will handle the call, so it must be assigned before any script logic runs.

Why the distractors are wrong:

• A - Agent assignment happens after the routing script runs; call type is assigned well before any agent is involved.
• C - The TCD (Termination Call Detail) table is written after the call ends; call type assignment is an entry-point event, not a post-call event.
• D - The routing script is selected by the call type, so the call type must already exist before the script (and any Queue to Skill Group node) is reached.

Memory tip: Think of call type as the call's "passport stamp" - it gets stamped at the border (post-routing entry into UCCE), and that stamp determines which path through the system it takes. No stamp, no routing.

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