Ignite
Ignite is used by agents to handle all types of media, including voice, email, chat, SMS, and open media.
- Accessing Ignite from any supported, Web-enabled device
- Full support for tablets (Apple, Android, and Microsoft)
When Ignite is used on a desktop PC, laptop PC, or a tablet, the machine enters sleep mode after a certain period of inactivity. Upon waking up the device, Ignite need to be refreshed to re-establish connection to the MiContact Center Business. Considering this, MiContact Center Business does not support or recommend the usage of Mobile devices to connect to Ignite as Mobile devices have a much shorter awake time and will constantly enter the sleep mode, because of which new notification of conversations might not be received by the device.
- Viewing multiple windows simultaneously to enable greater, immediate access to different types of information
- Switching between desktop, and tablet, while maintaining consistent access to all relevant information
- Logging in to Ignite, without necessarily being available in queues, enabling employees to access Ignite without being presented with ACD calls
- Accessing supervisor-light version of Contact Center Client’s Interactive Contact Center capabilities, including interacting with agent states and agent group presence, and moving interactions from queues to agents, based on agent availability and queue activity levels
Using MiCollab Client in conjunction with Ignite, to handle voice interactions, but without integration functionality, such as collaborative state updates, docking, minimizing/maximizing together, click to IM other agents and supervisors, and MiCollab Client auto-logout when logging out of Ignite.
The following sections describe Ignite's functionality and include procedures for working in Ignite, with a focus on non-voice media types. If your contact center also handles voice interactions, we recommend implementing the MiCollab and Ignite integration described in the MiContact Center Business User Guide.