MiCollab and Ignite integration

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

Ignite is a flexible, intuitive, and efficient tool for handling email, chat, and SMS interactions and for performing basic call handling. Ignite enables agents to handle multiple interactions simultaneously, see the agent groups of which they are members, receive screen pop notifications of incoming interactions, set Account Codes and Classification Codes, view personal performance statistics and those of the queues and queue groups for which they answer, affect personal state indicators, and be advised of the presence of other agents in their agent group(s).

In this integration, Ignite can be used for basic call handling. (See "Handling calls in Ignite".) More sophisticated scenarios, such as supervised transfers and conferencing, require MiCollab Client. Depending upon your gateway, you can deploy and integrate MiCollab with Ignite. In this integration, Ignite can be used for call handling, but more sophisticated scenarios, such as Supervised Transfer or Conferencing, MiCollab Client is recommended. For instructions related to the voice handling abilities of the MiCollab Client application, refer to the MiCollab Client documentation available on Mitel Online or via the Webhelp within the MiCollab Client. For information on which gateways support MiCollab, see the MiContact Center Business System Engineering Guide .

Contact Center Client is used as a supervisory tool in this integration, enabling real-time monitoring and alarming, forecasting, data mining, 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 either PhoneSet Manager, Contact Center Softphone, or a hardset Contact Center Client.

This chapter describes voice handling using Ignite and MiCollab Client. For information regarding handling email, chat, SMS, and open media interactions using Ignite, see the Multimedia Contact Center Installation and Deployment Guide "Ignite".

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