This chapter describes voice handling using Ignite. For information regarding handling voice, email, chat, SMS, and open media contacts using Ignite, see Ignite section in the Ignite.
The Desktop Ignite application is not supported on MiContact Center Business for SIP. Agents must use Web Ignite for all agent functions. The telephony endpoints supported by MiContact Center Business SIP must be used only to answer or hang up phone calls. All mid-call CTI controls (such as transfer, conference, and hold.) must be performed using the Web Ignite interface. See Supported Phones in the MiContact Center Business SIP System Engineering Guide for more details. MiVoice Connect customers and partners must also consult the Statement of Support for MiVoice Connect Devices for additional details.
Ignite has basic call control that can be used in conjunction with a desk phone or MiCollab softphone. Ignite is a flexible, intuitive, and efficient tool for handling voice, email, chat, SMS, and open media interactions and for performing basic call handling. Ignite enables agents to handle multiple interactions simultaneously, see the agent groups of which they are members, receive screen pop notifications of incoming interactions, set Account Codes and Classification Codes, view personal performance statistics and those of the queues and queue groups for which they answer, affect personal state indicators, and be advised of the presence of other agents in their agent group(s).