MiCollab and Ignite Integration

The MiCollab and Ignite integration described in this section only applies to Ignite. Ignite integrates with MiCollab for inbound and outbound call handling and supports supervised transfers and conferences from MiCollab Client.

Contact Center Client is used as a supervisory tool in this integration, enabling real-time monitoring and alarming, agent and ACD queue control, abandoned caller callbacks, and efficient call handling by moving items from busy to less active queues.

MiCollab cannot initiate Silent Monitor or Whisper Coach. For this feature supervisors require Contact Center Client.

For installation and configuration details, see the MiContact Center Business Installation and Administration Guide.