1. Select the UCC that is receiving the call.

  2. The Agent now types the “Take” command in the IM window.

  3. Two things might happen:

    1. The Agent doesn’t have the appropriate Skill to take the Call and nothing will happen.

    2. The Agent does have the appropriate Skill to take the Call and selects the call he would like to take over after which he/she will receive the call.