What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?

Question

Options

• AThe call cannot be transferred or conferenced back to an agent.
• BCisco Unified Contact Center Enterprise reports the call as abandoned in the skill group.
• CCisco Unified Contact Center Enterprise no longer tracks the call for reporting.
• DCisco Unified Contact Center Enterprise does not record the transfer number dialed.

• A
  4% (1)
• B
  4% (1)
• C
  92% (22)

Explanation

When a call is routed to a non-agent phone (a device not registered within the UCCE system, such as a mobile or PSTN line), UCCE loses visibility into that call entirely - it exits the system's monitored environment, so no further reporting data is captured for it. This is why C is correct: UCCE's reporting relies on agent desktop events and CTI integration; once the call lands outside that ecosystem, the tracking chain breaks.

A is wrong because the inability to transfer or conference is not a constraint here - those actions remain physically possible at the network level; UCCE simply isn't aware of them. B is wrong because "abandoned" is a specific UCCE metric meaning the caller disconnected while waiting in queue before reaching an agent - that's a different scenario entirely. D is wrong because UCCE does log the dialed transfer number in its routing records; the problem isn't missing digits, it's losing the ongoing call-state visibility after the transfer completes.

Memory tip: Think of UCCE's tracking as a GPS tracker attached to an agent's headset - the moment the call leaves an agent device for a "foreign" phone, the tracker goes dark. Non-agent = no more data.

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