1. The Trainer selects the respective 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.. (During an active conversation)

  2. The Trainer types the “Train” command in the IM window.

  3. If there are available Trainee, the Trainer will see an ordered list with all Trainee's.

  4. The Trainer types the number of Trainee he/she wants to add.

  5. The Trainee will receive a Call on his/her client.

  6. The Trainee is now successfully listening to the call, until it will be ended or exits the UCC.