Note:
The MiCollab and Ignite integration described in this section only applies to Ignite (DESKTOP). Ignite (WEB) integrates with MiCollab for inbound and outbound call handling and supports supervised transfers and conferences from MiCollab Client.
Before installing and running the MiCollab Client and Ignite integration, please read the following notes and recommendations.
To enable MiCollab Client and Ignite integration functionality:
- When setting up the 'Feature Profile Details' in MiCollab Client Service, you must select the 'Desktop Client SDK' and 'Presence' check boxes.
- Choose ‘Custom Install’ and then select ‘MiCollab Client SDK’ in the Custom Setup window during the MiCollab Client installation process. You must be licensed for the MiCollab Client Desktop/Softphone. MiCollab Basic does not support full MiCollab Client and Ignite functionality and does not require the installation of the MiCollab Client SDK.
- Agents' first and last names must match between YourSite Explorer and MiCollab Client. If there are two agents with identical first and last names, ensure they have unique email addresses in both YourSite Explorer and MiCollab Client.
- MiCollab Client must be Version 6.0 SP3 or greater to support this integration.
- When running this integration, to prevent duplicate toaster displays, you can optionally disable the MiCollab Client incoming call toaster when an agent logs in. This is an Ignite configuration file setting.
- When running this integration in a Windows 8 environment, ensure the MiCollab Client process always runs as an administrator by selecting the ‘Run this program as an administrator’ option in the MiCollab Client properties settings.
- Ignite includes a toaster with basic call information but a more advanced screen pop can be configured using the workflow variable ‘ScreenPopOnRinging’ (available when licensed for IVR Routing or Multimedia Contact Center). See "Populating screen pops with workflow variables".