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. of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "rec pause".