1. The Agent selects the 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. where the Reason Code needs to be selected.

  2. The Agent types in the IM screen the commando “RC”

  3. The Agent will receive a numbered list with the available Reason Codes:

  4. The Agent types the number of the desired Reason Code

  5. The Agent now receives the notification the Reason Code is selected and the Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. status of the Agent will be changed.