Signing in to and out of Ignite

Note:

After signing in to Ignite and becoming Available, you may be placed in Make Busy across all agent capabilities. This is an administrative configuration. To remove Make Busy, see "Setting and removing Make Busy in Ignite".

Your default sign-in state is Offline. This means you are signed into Ignite but your ACD agents are logged out. You cannot receive ACD interactions until your state is Available. To change states, see "Adjusting agent states in Ignite".

If you are enabled for voice, you can set Ignite to log you in to your phone. See ‘To sign in to Ignite and log in to the phone’, below. Otherwise, we recommend you log into your phone before signing into Ignite so that your agents may become Available.

Logging out of the phone or exiting/disabling MiCollab Softphone will log out only the voice agent (multimedia agents are not affected). Logging out of Ignite will log out all agents (voice and multimedia) and may requeue items in the Inbox, depending on administrative configurations. To avoid losing work on these items, agents should finish their replies or transfer inbox items to a queue before logging out.

The following procedures explain how to

Sign into Ignite

To sign into Ignite

  1. Launch a supported web browser and type: http://EnterpriseServerName>/Ignite.

    OR

    http://<Enterprise Server IP>/Ignite.
    Note: If your system uses SSL, type 'https' in place of 'http' and insert a valid domain or FQDN in place of an IP address.
  2. Enter your Username and Password.
    Note: If you use Windows Authentication, enter your DOMAIN\Username and your domain password.

  3. Click Sign in. You can set or change phone settings from Ignite's Options page.

Sign into Ignite and log into the Phone

To sign into Ignite and log into the phone
Note:

  • This feature is supported for hot desk and external hot desk agents only.

  • You can set or change phone settings from Ignite's Options page.

  1. Perform the above mentioned sign in steps.
  2. On the Log in to a phone dialog window, specify your Extension and PIN (if applicable).
  3. To log into your phone once your sign-in is complete, select the Automatic login checkbox and click Login.
    Note:

    • Clicking 'Save' dismisses the dialog window and signs you in as Offline. However, the phone information is saved to your profile and you are logged into your phone once your state is Available.

    • Clicking 'Cancel' dismisses the dialog window and signs you in as Offline across all media types.

Sign in to Ignite and log into an External Number as an External Hot Desk Agent

Note:
  • This feature is supported for external hot desk agents only.
  • You can set or change phone settings from Ignite’s Options page.
  • Agent needs to have External hot desk user enabled and be configured with their external details (External dialing prefix, External dialing number) populated in YourSite Explorer for the External Number to show in Ignite.
  1. Enter your Username and Password.
    Note:

    If you use Windows Authentication, enter your DOMAIN\Username and your domain password.

  2. Click Sign in.
  3. On the Log in to a phone dialog window, select the External number radio button.
  4. To log into your phone once your sign-in is complete, select the Remember my Extension check box and click Login.

To sign in to Ignite and log into a MiCollab Softphone

Note:
  • This feature is supported for hot desk and external hot desk agents only.
  • You can set or change phone settings from Ignite’s Options page.
  • MiCCB supports MiCollab ACD Softphone on thick clients and WebRTC.

    To configure WebRTC on MiCollab ACD Softphone refer to MiCollab ACD WebRTC Softphone Integration Guide.

  • For WebRTC, only Microsoft Edge and Google Chrome are the supported browsers.

  • If you are using MiCollab Softphone, you do not need to select base extension. To use MiCollab Softphone, in Ignite click the MiCollab Softphone radio button.

  1. Launch a supported web browser and type: http://EnterpriseServerName>/Ignite OR http://<Enterprise Server IP>/Ignite.
    Note:

    If your system uses SSL, type ‘https’ in place of ‘http’.

  2. Enter your Username and Password.
    Note:

    If you use Windows Authentication, enter your DOMAIN\User name and your domain password.

  3. Click Sign in.
  4. On the Log in to a phone dialog window, select the MiCollab Softphone radio button.
    Note:

    The MiCollab Client needs to be loaded onto the client machine and the Softphone enabled on it before selecting Login in Ignite. A warning message stating to make sure the client application is opened, and the Softphone enabled will appear.

  5. To log in to your phone once your sign-in is complete, select the Remember my Extension check box.
    Note:

    • Clicking Save dismisses the dialog window and signs you in as Offline. However, the phone information is saved to your profile and you are logged in to your phone once your state is Available.

    • Clicking Cancel dismisses the dialog window and signs you in as Offline across all media types.

    • If no concurrent voice agent license is available, a "Login failed - No voice agent license" message is displayed and the agent login is blocked. A "Blocked voice login" alarm is triggered and visible in Ignite for supervisors.

  6. Select the Automatic login check box and click Login.

Note:

All Agent login options will be visible based on configuration of the Employee within the YourSite Explorer.

To sign out of Ignite

  • Click your avatar and select State > Log out.
    Note:
    • Voice agents on active calls are not logged out until the call is complete.
    • Directly closing the browser does not log you out of Ignite; you must manually log out of Ignite.
Parent topic: Logging in to Ignite
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