How is a call assigned to a call type in the PCCE system?

Question

Options

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

• A
  79% (26)
• B
  12% (4)
• C
  3% (1)
• D
  6% (2)

Explanation

In PCCE, a call is assigned to a call type at the moment the call terminates, when Cisco writes the call record to the Termination Call Detail (TCD) table. The call type is determined retrospectively based on the routing path the call took - specifically, the last routing script and dialed number associated with the call before it ended.

Why the distractors are wrong:

• B is wrong because post-routing from CVVP is a routing event, not the point where call type assignment is finalized - the type can still change as the call progresses through scripts.
• C is wrong because routing to an agent is another mid-call event; the call type isn't locked in at agent assignment.
• D is wrong because hitting a Queue to Skill Group node is a scripting step that influences routing but does not itself trigger call type assignment.

Memory tip: Think of call type assignment as a report card given after graduation, not during class. The TCD record is written only when the call is fully done, and that's when PCCE "grades" what type of call it was. TCD = Termination → Call type → Determined.

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