Implementing Cisco Advanced Call Control and Mobility Services (CLACCM) — Question 11

What is the goal of identifying a call type?

Answer options

• A. to ensure the call reaches the agent in the correct queue
• B. to ensure the correct Skill Target is selected
• C. to ensure the contact is handled by the correct CCE Routing Script
• D. to ensure the call goes to the correct MRD

Correct answer: A

Explanation

Identifying the call type is crucial for directing the call to the appropriate queue, ensuring that the agent with the necessary skills is available to handle the inquiry. The other options, while related to call routing, focus on specific aspects like Skill Target selection, CCE Routing Scripts, and MRD, which are secondary to the primary goal of correct queue assignment.