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

Question

Options

• ACTI route point
• BAgent IP phone
• CRoute pattern
• DTranslation pattern

• A
  71% (22)
• B
  3% (1)
• C
  16% (5)
• D
  10% (3)

Explanation

Transferring to a CTI Route Point preserves end-to-end reporting because CTI Route Points are ICM-aware virtual devices in CUCM - when a call lands on one, ICM intercepts it, re-routes it to the target Skill Group, and carries along the existing call context (ECC variables, Global Call ID, call variables) needed for accurate cradle-to-grave reporting.

Why the distractors are wrong:

• B (Agent IP Phone): Transferring directly to another agent's phone bypasses ICM entirely, severing the reporting chain - ICM loses visibility into the call's history.
• C (Route Pattern): Route Patterns are CUCM digit-matching objects used to send calls to gateways or trunks; they have no ICM/CTI awareness to preserve call context.
• D (Translation Pattern): Translation Patterns only manipulate digits before re-matching another pattern; they contain no mechanism to hand context back to ICM.

Memory tip: Think "CTI Route Point = Context Through ICM." Whenever you need ICM to "own" a call and maintain its reporting thread, the call must pass through a device ICM controls - and in CUCM, that device is the CTI Route Point.

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