To which Cisco Unified Communications Manager configuration object should the call be transferred to maintain end-to-end reporting context when an…

To maintain end-to-end reporting context when an agent transfers a call to another ICM Skill Group, the call must be sent back to the ICM routing script for re-evaluation. This is achieved by transferring the call to a CTI route point. A CTI route point is a virtual directory number in Cisco Unified Communications Manager (CUCM) that is controlled by an external application, in this case, the ICM Peripheral Gateway (PG). This action allows ICM to regain control of the call, apply new business logic (such as queuing for the new skill group), and preserve the original call variables, thus maintaining a single, contiguous reporting record for the entire interaction.

B. Agent IP phone: Transferring directly to another agent's phone is a simple CUCM transfer that bypasses ICM control, breaking the end-to-end reporting context.

C. Route pattern: A route pattern is a CUCM mechanism for routing calls based on dialed digits but does not inherently pass control back to ICM for reporting and re-routing.

D. Translation pattern: A translation pattern manipulates dialed digits before routing occurs in CUCM; it is not the object that provides the control link back to ICM.

1. Cisco Unified Contact Center Enterprise Design Guide

Release 12.6(1)

Chapter: Call Flows

Section: Agent Transfers.

This guide states: "To transfer a call to another skill group

the agent dials a CTI Route Point Directory Number that is associated with a post-route script. The script requeries the system for an available agent in the other skill group." This directly confirms that a CTI route point is the correct object.

2. Configuration Guide for Cisco Unified ICM/Contact Center Enterprise

Release 12.6(1)

Chapter: Configure Unified CM for Unified CCE

Section: CTI Route Points.

This document explains the fundamental role of CTI route points: "A CTI route point is a virtual device that allows Unified CCE to route calls. When a call comes to a CTI route point

Unified CM immediately sends the call to the Unified CCE routing client." This establishes the CTI route point as the mechanism for ICM control.

3. Cisco Unified Contact Center Enterprise Administration Guide

Release 12.6(1)

Chapter: Scripting

Section: Network Transfer.

This section details the use of specific nodes in an ICM script (like the NetworkTransfer node) that are used in conjunction with CTI route points to accomplish transfers while maintaining call context for reporting. The process described relies on the call being directed to a CTI route point to trigger the script.