Handling calls in Ignite

Agents can perform basic call handling 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, "Native call and Ignite interaction".

Note:

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 "Handling voice contacts with the MiCollab Client and integration (DESKTOP)"

The following sections explain how to
  • View call information
  • Pick calls out of queue
  • Answer and end calls
  • Make calls
  • Perform in-call actions
  • Remove Work Timer
  • Handle calls using the Action bar (DESKTOP)
  • Handle calls using the Active Call controls (WEB)

MiCollab Client is recommended for performing more advanced call handling functions such as conferencing and supervised transfers.

Note:
  • 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.
  • Ignite’s phone functionality does not support multiple lines.
  • Ignite’s phone controls are not supported for External Hot Desking Agents.
Parent topic: Ignite
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