Handling 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, "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 "Handling voice contacts with the MiCollab Client and integration (DESKTOP)"
- View call information
- Pick calls out of queue
- Answer and end calls
- Make calls
- Perform in-call actions
- Remove Work Timer
- Handle calls using the Active Call controls (WEB)
- Ignite’s phone functionality does not support multiple lines.