1. The Agent selects the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. 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 (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. status of the Agent will be changed.