To maintain end-to-end reporting context, when an agent transfers a call to another ICM Skill Group, to which Cisco Unified Communications Manager configuration object should the call be transferred?

Question

Options

• Aroute pattern
• Bagent IP phone
• CCTI route point
• Dtranslation pattern
• Etranslation route

• A
  5% (2)
• B
  3% (1)
• C
  82% (31)
• D
  11% (4)

Explanation

Transferring to a CTI Route Point preserves end-to-end reporting context because it keeps the call anchored within the ICM/Unified CCE framework, allowing ICM to maintain the full call history, routing data, and reporting variables across the transfer - the CTI Route Point acts as a logical handoff point that ICM controls and monitors throughout the call's lifecycle.

Why the distractors are wrong:

• A. Route pattern - Routes calls in CUCM but has no ICM awareness; ICM loses visibility of the call once it hits a plain route pattern.
• B. Agent IP phone - Transferring directly to a physical phone bypasses ICM entirely, breaking the reporting chain and preventing proper skill group tracking.
• D. Translation pattern - A CUCM digit-manipulation object only transforms dialed digits before routing; it carries no ICM reporting context.
• E. Translation route - Not a standard CUCM object in this context; a distractor likely meant to confuse with translation patterns or CTI route points.

Memory tip: Think "CTI = Cisco Telephony Integration" - anything that needs to stay inside the ICM reporting bubble must go through a CTI Route Point, because that's the bridge between CUCM's physical world and ICM's logical, reportable world.

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