1. The Supervisor selects 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 Supervisor types the “Formal” command in the IM window.

  3. If there are active formal agentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC., the Supervisor will see an ordered list with all active formal agents.

  4. The Supervisor types the number of the agent.

  5. The Supervisor has made the formal agent inactive.