In a CCE Call Flow, how does ICM respond to a CVP new Route Request?

When the Customer Voice Portal (CVP) receives a new call, it sends a "NEWCALL" route request to the Intelligent Contact Management (ICM) system. The ICM Router's primary function in response to this request is to execute a pre-configured routing script. This script analyzes call data (like DNIS and ANI) and business logic to determine the optimal destination for the call. The script's outcome dictates the subsequent label (e.g., VRU, Agent) that ICM sends back to CVP.

A. ICM sends an Agent Label, which prompts a command to CVP: An Agent Label is a result of a routing script, not the initial action. It is sent only after the script determines an agent is available.
C. ICM responds to the Route Request by running an Administrative Script: Administrative scripts are for offline system management and monitoring, not for handling real-time call routing requests.
D. ICM sends a VRU Label, which prompts a command to CVP: A VRU Label is a common output of a routing script (for queuing), but the fundamental action ICM takes is running the script itself.

1. Cisco. (2020). Cisco Unified Contact Center Enterprise Design Guide, Release 12.5(1). Chapter: "Ingress, VXML, and CVP." This guide details the comprehensive call flow, stating that upon a route request from CVP, the ICM Router executes a routing script to make a routing decision.

2. Cisco. (2021). Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1). Chapter: "Introduction to Scripting." This document explicitly states, "The Router executes a routing script in response to a route request from a routing client."

3. Cisco. (2018). Solution Reference Network Design (SRND) for Cisco Unified Contact Center Enterprise, Release 11.5(1). Chapter: "Unified CCE Architecture." Figure 3-1 illustrates the basic call flow where the CVP Call Server sends a route request to the ICM Router, which then executes a script.