1. The Supervisor selects the respective UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs..

  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.