Handling calls in Ignite
In addition to email, chat, SMS, and open media handling, you can handle calls in Ignite.
Agents perform call handling in Ignite with their desk phone or by using MiCollab Client as a softphone.
Not all Ignite functions are supported with call handling actions made on desk phones outside of Ignite. For more information on Ignite interaction with desk phone call control action for native calls and contact center routed calls, see "Native call interaction with Ignite".
Not all deskphones have the same call handling functionality and may have some handling differences from what is described here. Consult the MiContact Center Business System Engineering Guide for more information about verified deskphone types and any specific limitations.
MiCollab Client is recommended for performing advanced call handling functions. For information about handling voice Interactions in MiCollab Client, see the MiContact Center Business User Guide .
- View call information
- Pick calls out of queue
- Answer and end calls
- Make calls
- Perform in-call actions
To perform other call handling functions such as conferencing and supervised transfers, agents must use Contact Center Softphone, PhoneSet Manager, MiCollab, or a hard set. See the appropriate sections in the MiContact Center Business User Guide for more information on Contact Center Softphone and PhoneSet Manager.
DESKTOP—For important information about logging on to and out of Ignite in conjunction with Contact Center Softphone, PhoneSet Manager, or hard sets, see "Logging in and out of Ignite (DESKTOP)".
WEB—For important information about signing in and out of Ignite for voice agents, see "Signing into and out of Ignite (WEB)".
- DESKTOP - Ignite provides call control for Inbound ACD interactions only. Agents must make outbound calls using Contact Center Softphone, PhoneSet Manager, or a hard set or use Web Ignite.
- DESKTOP - If your contact center focuses on voice interaction handling, we recommend that you implement the MiCollab Client and Ignite integration described in the "MiCollab and Ignite Integration (WEB)".
- Ignite’s phone functionality does not support multiple lines.
- Ignite’s phone controls are not supported for External Hot Desking Agents.