1. The Agent select the respective 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.

  2. The Agent types the “Time+x” (where x is number of seconds) command in the IM window.

  3. The Discharge Duration is now extended with x seconds.