Handling calls in Ignite

Agents can perform basic call handling in Ignite.

The following sections explain how to
  • 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 Action bar (DESKTOP)
  • Handle calls using the Active Call controls (WEB)

MiCollab Client is recommended for performing more advanced call handling functions such as conferencing and supervised transfers.

Note:
  • DESKTOP - Ignite provides call control for Inbound ACD interactions only. Agents must make outbound calls using Contact Center Softphone, PhoneSet Manager, or a hard set or use Web Ignite.
  • Ignite’s phone functionality does not support multiple lines.
  • Ignite’s phone controls are not supported for External Hot Desking Agents.
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