1. Select the 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. 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.