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.

A SIP Proxy Server is an intermediary entity that acts as both a server and a client to make requests on behalf of other clients. Its core function is routing SIP messages, which involves consulting a set of rules or a dial plan to determine the next hop for a request. This process inherently centralizes the dial plan (A). By acting as this central point for signaling, it also allows for the centralized administration of call policies (e.g., call admission control, routing logic) and overall call control for the network it manages (D).

B: This is too vague. A SIP proxy is a fundamental component that performs call routing for SIP signaling, rather than just "connecting to" a separate call router.

C: Redundancy is a high-availability characteristic that can be designed for a proxy server system, but it is not an intrinsic function of the SIP proxy protocol or entity itself.

E: A SIP proxy's primary role is to handle the SIP protocol. While some advanced devices might also load balance HTTP, this is not a standard function of a SIP Proxy Server.

1. IETF RFC 3261 - SIP: Session Initiation Protocol: Section 6

"Definitions

" defines a Proxy Server as: "An intermediary entity that acts as both a server and a client for the purpose of making requests on behalf of other clients. A proxy server primarily plays the role of routing

which means its job is to ensure that a request is sent to another entity 'closer' to the targeted user. Proxies are also useful for enforcing policy..." This directly supports centralizing routing (dial plans) and administration/policy (call control).

2. Cisco Collaboration System 12.x Solution Reference Network Design (SRND): In the chapter on "Collaboration Edge and Cisco Unified Border Element

" the document discusses the role of SIP proxies in call routing and policy enforcement. It states

"The SIP proxy can provide a centralized routing engine for a network of SIP-enabled devices..." This confirms the function of centralizing dial plans and call control. (Reference specific sections on SIP Proxy or CUBE as a SIP Proxy).

3. Villamizar

M. (1999). IETF RFC 2663 - IP Network Address Translator (NAT) Terminology and Considerations: While not directly about SIP

this foundational networking document helps differentiate core functions from implementation features like redundancy. It clarifies that functions are what a device does (e.g.

route

translate)

while features are how it is deployed (e.g.

with high availability). This supports the reasoning for excluding option C.

Cisco Unified Communications Manager (CUCM) serves as the core call control and IP PBX component within a Cisco Contact Center Enterprise (CCE) solution. It is responsible for managing the enterprise-wide dial plan. This includes the configuration and sourcing of all Directory Numbers (DNs), whether they are internal agent extensions, CTI Route Points for routing calls to CCE scripts, or route patterns that define how to reach external destinations via the PSTN. CCE leverages the dial plan configured in CUCM to receive inbound calls and place outbound calls, making CUCM the definitive source for these DNs.

A. VGW: A Voice Gateway is a hardware device that translates between IP and TDM networks (like the PSTN). It executes routing instructions from CUCM but does not source the dial plan's DNs.

C. CVP: The Customer Voice Portal is an IVR and queuing platform. It is a destination or treatment point within the call flow, not the source of the overall enterprise dial plan configuration.

D. CUBE: The Cisco Unified Border Element is a session border controller for IP-to-IP connections (e.g., to a SIP trunk). It enforces policy and routes calls based on the dial plan but does not originate it.

1. Cisco Unified Contact Center Enterprise Design Guide

Release 12.6(1)

"Unified CM" chapter

section "Dial Plan Considerations". The guide states

"Unified CM is the call processing component of a Cisco Collaboration System. The dial plan is the most important part of a Unified CM configuration. The dial plan is responsible for instructing Unified CM how to route calls." This establishes CUCM as the central authority for the dial plan.

2. Cisco Unified Contact Center Enterprise Design Guide

Release 12.6(1)

"Unified CM" chapter

section "CTI Route Points". This section details how CTI Route Points

which are DNs configured in CUCM

are used to direct incoming calls to the CCE Intelligent Contact Management (ICM) system for routing decisions. This demonstrates that the DNs used to engage CCE are sourced from CUCM.

3. Cisco Collaboration System 12.x Solution Reference Network Designs (SRND)

"Unified CM Dial Plan" chapter. This document consistently describes Unified CM as the component that manages call routing and the dial plan for the entire collaboration solution

of which CCE is a part. It details the creation of route patterns

the core elements for routing to external numbers.

In the Cisco Unified Contact Center Express (UCCX) Script Editor, Monitor Mode is the specific state used for reactive debugging. When a script is being debugged, the editor enters this mode, which visually highlights the currently executing step of the script. It also allows the administrator to inspect the real-time values of variables as the script processes a contact. This combination of highlighting the execution path and displaying variable data provides a clear view of the script's data flow, making it the correct mode for this purpose.

A. Edit Mode: This is the default mode for creating and modifying the static logic and design of a script, not for observing its live execution or data flow.

C. Quick Edit Mode: This mode is a limited interface used to change specific, pre-exposed script parameters without opening the full editor. It does not display script execution.

D. Browse Mode: This is a read-only mode for viewing a script's configuration. It does not provide any real-time monitoring or debugging capabilities.

1. Cisco Unified Contact Center Express Scripting and Development Series: Volume 1

Getting Started with Scripts

Release 12.5(1)

Reference: Chapter 4

"Debugging Scripts

" Section: "Reactive Debugging."

Quote/Paraphrase: The documentation states

"When you debug a script

the Script Editor enters monitor mode. In monitor mode

you can see the script execute step by step. The currently executing step is highlighted in yellow." This directly links Monitor Mode to viewing the script's flow.

2. Cisco Unified Contact Center Express Editor Step Reference Guide

Release 12.5(1)

Reference: Chapter 1

"Introduction

" Section: "The Cisco Unified CCX Script Editor."

Quote/Paraphrase: This guide describes the primary functions of the Script Editor

differentiating between the design phase (Edit Mode) and the debugging phase. The debugging functionality

which includes monitoring the script's progress and data

is the core of what is referred to as Monitor Mode.

The keytool command is a key and certificate management utility included with the Java Runtime Environment (JRE) and Java Development Kit (JDK). Cisco Contact Center Enterprise (CCE) and its components (like Finesse, CCE Administration, and others) are built on Java and utilize Java Keystores (.jks or cacerts files) to store and trust security certificates. Therefore, keytool is the standard, officially documented command-line tool used on the underlying Windows servers to manage these certificates, including importing, exporting, and listing them within the required Java Keystores.

A. PROCMON: Process Monitor (Procmon) is a Windows Sysinternals diagnostic tool for monitoring file system and registry activity; it does not manage certificates.

B. OPENSSL: While OpenSSL is a certificate management tool, keytool is the native and specific utility required to manage certificates directly within the Java Keystore format used by CCE components.

C. System CLI: This is a generic term for the command-line interface shell (e.g., cmd.exe or PowerShell), not the specific command used for certificate management.

1. Cisco Unified Contact Center Enterprise Installation and Upgrade Guide

Release 12.5(1)

"Security Certificates" chapter

"Import Root and Intermediate Certificates of New CA into Keystores" section. This guide explicitly details the use of the keytool command to import certificates into the Java cacerts keystore for various CCE components. For example

it provides the command: keytool -import -trustcacerts -alias -file -keystore .

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

Release 12.0(1)

"Transport Layer Security" chapter

"Third-Party CA-Signed Certificates" section. This document describes the procedure for obtaining and importing third-party CA-signed certificates

specifying the use of keytool to import the root and intermediate certificates into the Java truststore on CCE servers.

3. Oracle Java Documentation

"keytool - Key and Certificate Management Tool". The official Java documentation defines keytool as the primary command-line utility for administering a keystore (database) of cryptographic keys

X.509 certificate chains

and trusted certificates. This is the foundational technology used by Cisco CCE. (Refer to the official Oracle documentation for the specific Java version deployed with CCE).