Which option describes when a call type is 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 Customer Voice Portal
• 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
  6% (4)
• B
  89% (57)
• C
  2% (1)
• D
  3% (2)

Explanation

In Cisco UCCE, a call type is assigned at the moment CVP post-routes the call to the ICM routing engine - this is the handoff where ICM first receives the call and classifies it based on the dialed number and other attributes, before any routing logic executes. Option A is wrong because routing to an agent is a downstream outcome that happens after the call type is already established. Option C is incorrect because the TCD (Termination Call Detail) table is written at call end, making it a reporting artifact, not a classification trigger. Option D is wrong because Queue to Skill Group is a mid-script node - the call type must already be assigned for the script to be running at all.

Memory tip: Think of post-routing as the "front door" of ICM - the instant CVP knocks and hands the call over, ICM stamps it with a call type. Everything else (scripts, queuing, agent delivery) happens inside the house.

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