500-442 · Question #3
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
The correct answer is B. ICM responds to the Route Request by running a Routing Script. In a Cisco Contact Center Enterprise (CCE) Call Flow, when ICM receives a new Route Request from CVP, the response is B. ICM responds to the Route Request by running a Routing Script. This script contains the logic that determines how the call should be routed within the…
Question
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Options
- AICM sends an Agent Label, which prompts a command to CVP.
- BICM responds to the Route Request by running a Routing Script.
- CICM responds to the Route Request by running an Administrative Script.
- DICM sends a VRU Label, which prompts a command to CVP
How the community answered
(31 responses)- A3% (1)
- B90% (28)
- D6% (2)
Explanation
In a Cisco Contact Center Enterprise (CCE) Call Flow, when ICM receives a new Route Request from CVP, the response is B. ICM responds to the Route Request by running a Routing Script. This script contains the logic that determines how the call should be routed within the contact center, which could involve sending the call to an IVR for self-service, queueing the call for an available agent, or implementing other routing decisions based on the business rules defined in
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