Options (WEB)
The Options page enables you to customize your Ignite profile, set Ignite defaults, configure your extension, customize your email editor, and report performance issues. For more information, see "Your Ignite profile (WEB)", "Set email editor options", "Reporting performance issues in Ignite (WEB)", "Agent greeting settings (WEB)", and "Recording agent greetings (WEB)". When you click the Record button to create a recording, the system's Record Agent Greeting workflow is triggered. The Record Agent Greeting workflow instructs the system to call the dialed number and prompts you to record and save a greeting.
Agent greeting settings (WEB)
The Agent Greeting feature enables agents to record messages (as .wav files) that play automatically to callers when the agent answers an inbound ACD call. The greeting can provide a consistent experience for each caller and free the agent from having to repeat the same introductory phrase for every call.
Web Ignite allows the agents to record a single default agent greeting that can be assigned on all queues. The agent greeting is a two-way playback, where both the caller and the agent hear the recording.
Agents record and manage their default greeting on the Options > Phone page.
- When the agent greeting is playing, the caller is able to hear the agent speaking. To prevent the caller from hearing the agent or other contact center background noise during the agent greeting, mute the agent's headset for the duration of the greeting.
- Administrative settings determine whether you have access to Agent greeting functionality. If your contact center is not enabled for agent greetings, the Agent Greeting options will not display in Ignite.
Recording agent greetings (WEB)
When you click the Record button to create a recording, the system's Record Agent Greeting workflow is triggered. The Record Agent Greeting workflow instructs the system to call your DN and prompts you to record and save a greeting.
When recording messages, your voice agent is in a Non ACD state, and is not offered calls from any incoming queues.
- Under the Options > Phone, click the Record button. The Record Agent Greeting workflow is triggered and instructs the system to call your DN.
- Answer the incoming call and follow the system prompts to record and save your greeting. After you have finished recording, you can see the Click when finished recording button under Agent Greeting section.
- Press the Click when finished recording button.
Under Agent Greeting section, Record and Play buttons are now visible. You can click the Play button to verify the agent greeting using your computer’s speakers. To re-record the agent greeting, click Record.
- To disable your agent greeting, use the slider option under Agent Greeting section.
- Go to, Options > Phone, click Record.
- Answer the incoming call and follow the system prompts to record and save the greeting. Recording is initiated and Recording in Progress text is displayed, after the recording is complete the system will save the recording.
- Go to Agent Greeting and click Play to verify the agent greeting. To re-record the agent greeting, click Record.
- To disable your agent greeting, use the slider option under Agent Greeting section.
Internet Explorer does not support .wav file playback. While using the Agent Recording feature, for playback of your recording, use any of the browsers supported by MiContact Center Business.
Set email editor options
You can customize the email editor in Ignite.
- Click Options > Email to view options.
- Set the options. Available options:
- Mobile view—If this option is enabled, the email editor is optimized for the hand-held device and the text formatting icons are not displayed.
- Use last reply template folder location—If this option is enabled and when you browse for a reply template, you can directly access the folder location where the last used reply template is stored.
- Quick reply templates—If this option is enabled, you can access and apply an existing template when replying to emails.
- Clear Quick reply templates view after Insert—If this option is enabled, the quick reply templates view will be cleared after you have inserted the template.
- Expand Headers—If this option is disabled, all the header fields are collapsed except the top-level header. To expand or collapse the header fields, click the down arrow or up arrow buttons.
- Click Save.