Handling calls in Ignite
In addition to email, chat, SMS, and open media handling, you can handle calls in Ignite.
Agents perform call handling in Ignite with their desk phone or by using MiCollab Client as a softphone.
Not all Ignite functions are supported with call handling actions made on desk phones outside of Ignite. For more information on Ignite interaction with desk phone call control action for native calls and contact center routed calls, see Native Call and Ignite Interaction
Not all deskphones have the same call handling functionality and may have some handling differences from what is described here. Consult the MiContact Center Business System Engineering Guide for more information about verified deskphone types and any specific limitations.
MiCollab Client is recommended for performing advanced call handling functions. For information about handling voice Interactions in MiCollab Client, see the MiContact Center Business User Guide .
The following procedures explains all the actions that you can perform while handling calls.
For important information about signing in and out of Ignite for voice agents, see "Signing into and out of Ignite".
- Ignite’s phone functionality does not support multiple lines.