Performing in-call actions

While on active calls you can:
  • Put calls on hold and retrieve calls from hold
  • Tag calls with Account Codes.
  • Tag calls with Classification Codes
  • Initialize Conference calls
  • Transition to alternate interaction types
  • Contact agents before transferring calls and requesting help

Putting calls on hold and retrieving calls from hold

At times, agents may have to put a call on hold. Ignite displays a paused icon over calls on hold so they can be easily identified.

Note:

Calls on hold may not be transferred until hold is removed.

The following explains how to
  • Put a call on hold
  • Retrieve a call from hold
To put a call on hold
  • Click Inbox and select a call, or hover over the item avatar, and click Hold.
To put a call on hold (MiCollab Client)
  • Click Inbox and select a call, or hover over the item avatar, and click Hold.
To retrieve a call from hold
  • Click Inbox and select a call or hover over the item avatar and click Remove Hold.

Tagging calls with Account Codes

Account Codes identify services, departments, or other elements of the contact center. They are numerical codes with predefined meanings that are used for reporting purposes. You can apply multiple Account Codes during an interaction. The duration of each Account Code is measured from when the Account Code is entered until either the end of the call or the time a new Account Code is entered. Agents tag calls with Account Codes in Ignite to indicate in reports what the interaction segment was about.

For example, an agent handling calls for three catalog companies enters an Account Code of ‘01’ to indicate the customer is inquiring about Company A. Later in the interaction, the agent enters an Account Code of ‘06’ to indicate that the customer is now inquiring about Company A’s mail-out services.

Agents can tag calls with multiple Account Codes. Account Codes must be entered during the call and cannot be entered after the call has ended.

Note:
  • Ignite enables agents to filter Account Codes rather than sorting them by categories.
To tag a call with an Account Code
  1. Select a call or hover over the item avatar and click Classify.
  2. Select an Account Code. You can type the name or number of a Code in the Search field.
    Note:

    If you enter a number in the search field, you can apply the Code by pressing ‘Enter’ when prompted.

Tagging calls with Classification Codes

Classification Codes are a type of Account Code but differ in the following ways:
  • You can apply multiple Classification Codes, and this can be done at any point during the (call or interaction) or its Work Timer. All Classification Codes applied to a call are pegged with the full call duration, from the time the call arrives until the call ends. This includes transfer time. It also includes Work Timer duration if 'Include queue work timer as part of handling time' is enabled on the queue. If the same code is entered twice, it is not double pegged in reporting statistics.
  • Classification Codes can be ‘forced’, meaning the agent must enter a Classification Code either during the call or when in Work Timer to remain within compliance.
  • Account Codes can be entered only during a call, but Classification Codes can be entered during or after a call (while in Work Timer). There are often scenarios within which you set single or multiple Account Codes during a call and then set a Classification Code when the call terminates.
Note:

Classification Codes are supported only for ACD voice (calls or interactions).

Note:

During a call, apply Classification Codes as you would Account Codes, using the list of Account Codes in the ‘Set Account Code’ rolling panel in the Sidebar or in the 'History and Account Code' section of the Preview pane.

To tag a call with a Classification Code after a call ends

Note:

During a call, apply Classification Codes as you would Account Codes, but select ‘Classification’ in the Classify dialog window.

  1. Click Enter a Classification Code.
  2. Select a Classification Code. You can type the name or number of a Code in the Search field.
    Note:

    If you enter a number in the search field, you can apply the Code by pressing ‘Enter’ when prompted.

Transferring calls

You can perform either a blind or a supervised transfer of a voice call from Ignite. To perform either type of transfer, you make a consultation call to another party (the available queues, employees, external, or Active Directory contacts) and then decide whether you want to transfer the call immediately (blind transfer) or wait to talk to the other party before you transfer the call (supervised transfer). You can also modify the call to make it a conference while talking to the consultative party.

Transition to alternate conversation types

During an interaction, agents can transition to an alternate interaction type if the agent is associated with that media type and if the customer’s relevant contact details are available. Agents can also edit contact information during an interaction.

See the "Transitioning from one conversation type to another" section in this guide.

Requesting help

You can request help from other voice-enabled employees by clicking the Request Help Call Control button in the Sidebar. When you click the button, you can enter either a valid DN in the free form text box or select an employee from a pre-populated list. The system dials the DN, and the employee is added to the call when they accept.

Employees who accept requests for help join the call in Silent Monitor mode and are not audible unless they escalate to Coach or Barge.

Help requests to queues or to external numbers are not supported

The Request Help button is available as soon as a call is delivered to your Inbox. You can send multiple requests for help during a call, but you can only send one request at a time. Requests sent to employees in unavailable states fail.

The Request Help button is not available when a call is on hold.

To request help on a call
  1. Click the Request Help icon in the handling icons.

    Ignite displays a list of voice-enabled employees and their ACD status.

  2. In the Request Help window, do one of the following:
    • Select a voice-enabled employee from the list
    • In the text box, enter a voice-enabled employee's dialable number
    • In the Search box, type the name or dialable number of a voice-enabled employee
  3. Click Call.
    Note:

    You cannot cancel requests in progress.

    • If the request is answered within 180 seconds, a notification that the request help is established is displayed, the Request Help icon is displayed next to the caller's icon and on the Inbox item. The Request Help icon is no longer available till the employee that answered the Request Help call hangs up
    • If the request for help is not answered within 180 seconds, the request times out and you can make another request for help.
Note:

The length of time a request help call rings for is defined in the Ignite configuration. By default, duration is set to 180. See the KB article, https://mitel.custhelp.com/app/answers/answer_view/a_id/1009200/loc/en-US for more information on how to change this, and how it interacts with the Agent COS.

Contacting agents before transferring calls

You can choose to instant message or call other employees to alert them of an incoming transfer.

Note:
  • If an agent has multiple voice agents, Ignite provides call control for the number associated with the currently active voice agent
To Click to Call
  1. Click Contacts.
  2. If the destination is not a recent contact, type its name or number in the Search field.
  3. Hover over the destination’s avatar and click Call.

Handling calls using the Active Call window

When on a call, agents can use the Active Call window for basic call handling options.

For procedures on specific call handling actions supported in the Active Call window, see the appropriate sections of this guide.

For procedures on using Contacts to reach another person, see the appropriate sections of this guide.

To handle a call using the Active Call window
  1. When on a call, click the Phone button.
  2. Choose a call handling option.
  3. To close the Active Call window, click the Phone button.
Parent topic: Handling calls in Ignite
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