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

In a Cisco Packaged Contact Center Enterprise (PCCE) system utilizing Cisco Unified Customer Voice Portal (CVP) for call treatment, the assignment to a Call Type occurs at the very beginning of the call-handling process. When CVP receives a call, it sends an initial NEWCALL route request to the UCCE Router. The Router uses the Dialed Number (DN) contained in this request to perform a lookup and match it to a configured Call Type. This Call Type is linked to a master routing script, which the Router then begins to execute. This initial assignment is fundamental for all subsequent routing logic and reporting for that specific call.

A: The Termination Call Detail (TCD) table is populated at the end of the call for historical reporting. The Call Type assignment must happen at the beginning to route the call.

C: Routing to an agent is an action that happens later in the call flow, directed by a script that runs after the call has already been assigned to a Call Type.

D: A "Queue to Skill Group" node is an element within a routing script. The call is assigned to a Call Type to determine which script to run in the first place.

1. Cisco Unified Contact Center Enterprise Design Guide

Release 12.5(1)

"CVP Comprehensive Call Flow" section. This section details the initial interaction where CVP sends a NEWCALL request to the Router. The guide explains

"The Router executes a routing script. The script is based on the call type

which is determined from the dialed number that the VRU [CVP] passed to it." (Reference: Chapter: Call Flows

CVP Comprehensive Call Flow subsection).

2. Configuration Guide for Cisco Unified CCE

Release 12.5(1)

"Configure Call Types and Dialed Numbers" chapter. This guide states

"When a routing client (such as a Unified CVP) sends a route request to the Router

the system must determine the call type... The system uses the Dialed Number String to determine which call type and routing script to use." This explicitly links the route request from CVP to the Call Type assignment. (Reference: Part III: Configure Incoming Calls

Chapter: Configure Call Types and Dialed Numbers).

3. Cisco Packaged Contact Center Enterprise Administration and Configuration Guide

Release 12.5(1)

"Call Type" section. The documentation clarifies that a Call Type is the "first branch in the routing script decision tree" and is determined by the dialed number received in the initial routing request. (Reference: Chapter: Manage Calls

Section: Call Type).