Native call interaction with Ignite

Ignite does not support all call handling actions for native calls. Native calls are calls that bypass MiContact Center Business routing and Ignite, such as by an agent calling another agent directly using their desk phone or an external caller directly calling an employee extension. Native calls have full visibility for real-time monitoring and reporting in MiContact Center Business applications if an employee has their voice agent logged in while handling the native call.

The following table details what actions are available in Ignite depending on the action taken on a desk phone while handling a contact center routed call.

Table 1. Call control actions by desk phone for contact center routed calls
Call control action by phone	Actions displayed in Ignite
Call control action by phone	Hold	Remove Hold	Hang Up	Transfer	New Call	Invite for more People	Merge
Hold		X
Remove Hold	X		X	X	X	X
Hang Up
Answer / Make Call	X		X		X	X
Blind Transfer	X		X
Supervised Transfer	X		X	X
Conference

Note:

Using a desk phone’s Park function with contact center routed calls will place the call on hold in Ignite.

The following table details what actions are available in Ignite depending on the actions taken on a desk phone while handling a native call.

Table 2. Call control actions by desk phones for native calls
Call control action by phone	Actions displayed in Ignite
Call control action by phone	Hold	Remove Hold	Hang Up	Transfer	New Call	Invite for more People	Merge
Hold
Remove Hold	X		X
Hang Up
Answer / Make Call	X		X
Blind Transfer
Supervised Transfer	X		X
Conference	X		X

Note:

Using a desk phone’s Park function with native calls will remove the native call from Ignite’s Inbox.

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