Answering and ending calls
Note:
- You cannot explicitly decline a ringing call.
- Agents can request help from other agents, as well as from supervisors. When you answer an incoming request for help, the Ignite toaster displays "Request Help" and the name of the person requesting help. Accepted requests are entered in Silent Monitor mode. Supervisors must use Contact Center Client or their headset to escalate to Coach mode.
- When supervisor receives an ACD help request and chooses to answer the call through Ignite, the call will be directly connected to the agent and the supervisor can coach the agent. Supervisor do not need to specifically press the Coach button on the desk phone to coach an agent.
For more information on silent monitoring, see the MiContact Center Business User Guide. For more information on the Request Help feature, see the appropriate section in this guide.
You can answer incoming calls from Ignite. Ignite displays a toaster for each incoming call and allows you to accept the call from the toaster.
When you answer a call, Ignite displays call information.
To answer a call
- In the Ignite toaster, click Accept. Alternatively, select the call or hover over the item avatar and click Accept.
You can end calls from Ignite.
To end a call
- Click Inbox and select a call or hover over the item avatar and click Hang Up.
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