Ignite

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)
Note:

When Ignite (WEB) is used on a desktop PC, laptop PC, or a tablet, the machine enters sleep mode after a certain period of inactivity. Upon waking up the device, Ignite (WEB) need to be refreshed to re-establish connection to the MiContact Center Business. Considering this, MiContact Center Business does not support or recommend the usage of Mobile devices to connect to Ignite (WEB) as Mobile devices have a much shorter awake time and will constantly enter the sleep mode, because of which new notification of conversations might not be received by the device.

  • Viewing multiple windows simultaneously to enable greater, immediate access to different types of information
  • Switching between desktop, and tablet, while maintaining consistent access to all relevant information
  • Logging in to 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.

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