To which Cisco Unified Communications Manager configuration object should the call be transferred to maintain end-to-end reporting context when an agent transfers a call to another ICM Skill Group?
When an agent transfers a call to another ICM Skill Group, the call should be transferred to a CTI route point that is associated with a routing client and a dialed number in the ICM configuration. This way, the ICM can route the call to the appropriate agent based on the skill group and the call context. The ICM can also maintain the end-to-end reporting context for the call, such as the original call type, the transfer reason, the transfer time, and the transfer destination. If the call is transferred to an agent IP phone, a route pattern, or a translation pattern, the ICM will lose the visibility and control of the call, and the reporting context will be broken.
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