Note:
- Agents can request help from other agents, as well as from supervisors. When you answer an incoming request for help, the Ignite toaster displays "Request Help" and the name of the person requesting help. Accepted requests are entered in Coach mode. Supervisors must use Contact Center Client to escalate to Coach mode.
- For remote workers (external assignment or call forward), call control is supported only when you answer the call using physical phone and perform other actions using Web Ignite.
For more information on coaching calls, see the MiContact Center Business User Guide. For more information on the Request Help feature, see the appropriate section in this guide.
Ignite displays a toaster for the incoming call where you can choose to accept or decline the call. Choosing to accept the call stops your desk phone from ringing, but you must answer the call from your desk phone. The Ignite toaster contains collected call details, which are also displayed in the Ignite trace page.
To answer a call
- In the Ignite toaster, click Accept. Alternatively, select the call or hover over the item avatar and click Accept.
You can end calls from either your desk phone or Ignite.
To end a call (WEB)
- Click Inbox and select a call or hover over the item avatar and click Hang Up.