Handling calls in Ignite

In addition to email, chat, SMS, and open media handling, you can handle calls in Ignite.

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 other call handling functions such as conferencing and supervised transfers, refer the appropriate sections for Contact Center Softphone, PhoneSet Manager, and Ignite in the MiContact Center Business Online Help.

For important information about signing in and out of Ignite for voice agents, see "Signing into and out of Ignite".

Note:
  • Ignite’s phone functionality does not support multiple lines.
  • Ignite’s phone controls are not supported for External Hot Desking Agents.
Parent topic: Handling Active and Ongoing Interactions
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