Ignite

Ignite is used by agents to handle all types of media, including voice, email, chat, SMS, and open media.

Note:

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.

If you want access to the following features, we recommend using Ignite (WEB):

Accessing Ignite from any supported, Web-enabled device
- Full support for tablets (Apple, Android, and Microsoft)
- Partial support for mobile phones (Apple, Android, and Microsoft), including the ability to log in and out, view dashboards, change ACD state, set and remove Make Busy and Do Not Disturb, remove Work Timer, and interact with agent states via dashboards
Viewing multiple windows simultaneously to enable greater, immediate access to different types of information
Switching between desktop, tablet, and mobile device, while maintaining consistent access to all relevant information
Logging into 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

Note:

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

In this chapter we discuss Ignite as a voice handling system in conjunction with MiCollab Client and, as such, suggest you refer to the Multimedia Contact Center Installation and Deployment Guide if you want to access detailed Ignite instructions related to media other than voice.