1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “Formal” command in the IM window.

  3. If there are active formal agentsA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC., the Supervisor will see an ordered list with all active formal agents.

  4. The Supervisor types the number of the agent.

  5. The Supervisor has made the formal agent inactive.