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 MiCC Business for Open SIP. Agents must use Web Ignite for all agent functionality.
Ignite is available as either a desktop or Web version. They share much of the same functionality but also offer unique agent and supervisor experiences enabling you to choose the application that suits your individual needs. In our documentation, we refer to desktop Ignite and its features as Ignite (DESKTOP) and Web Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or WEB only.
If you want access to the following features, we recommend using Ignite (DESKTOP):
- Fully supported integration with MiCollab Client, including:
- State indicator collaboration (state changes in either Ignite or MiCollab are reflected in each application)
- Ability to dock Ignite to MiCollab Client and minimize/maximize both applications simultaneously
- Auto-logout from MiCollab Client when agent logs out of Ignite
- Recording and implementing pre-announce and agent greetings
- Requesting help from other agents or supervisors while on a call
- Viewing agents' Inbox contents
- Being notified by email of Enterprise Server alarms
- Using the ‘Next Longest button’ to access longest-waiting Chat and SMS interactions with a single click
- Grouping, sorting, and organizing interactions using the card and grid views
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
The following sections describe Ignite's functionality and include procedures for working in Ignite, with a focus on non-voice media types. If your contact center also handles voice interactions, we recommend implementing the MiCollab and Ignite integration described in the MiContact Center Business User Guide.