Logging in and out of Ignite (DESKTOP)

The following provides important information on logging in and out of Ignite in conjunction with voice devices and with interactions in the Inbox.

We recommend that agents using Ignite log into their voice device before logging into Ignite. Once logged into their voice device, the agent can minimize Contact Center Client to the system tray and log into Ignite.

Agents can configure Contact Center Client to launch Ignite when logging into the phone, so the agent only has to launch one application to handle voice and multimedia. If you choose the ‘Remember Me’ option on the Ignite Sign In screen, Ignite launches and automatically logs you in. For more information, see "Automatically launching Ignite upon voice login (DESKTOP)". This option is available for Contact Center Softphone and PhoneSet Manager only.

Agents may find that, after logging into their phone and into Ignite, they are placed in Make Busy across all agent capabilities. This is a recommended administrative configuration. After logging into Ignite the agent can remove Make Busy and become available to receive ACD voice and multimedia interactions.

When an employee logs out of Ignite, all agents representing the employee are logged out, including voice agents. However, voice agents on active calls are not logged out until the call is complete. Logging out of the voice device logs multimedia agents out of Ignite and may requeue items in the Inbox, depending on administrative configurations.

Agents logging out of Ignite with interactions in the Inbox are notified if active interactions will requeue. Interactions that requeue are indicated in Ignite’s List pane and display a larger media icon than interactions that do not requeue. To avoid losing work on these items, agents should finish their reply or transfer the items to a queue before logging out.

The following procedures explain how to

Log into Ignite
Log out of Ignite

To log into Ignite

Start Ignite.
If prompted, type your Username and Password and verify the Enterprise Server IP address.
If you use Secure Socket Layer, select SSL.
Optionally, select Remember my credentials.
Click Login.

To log out of Ignite and restart the program to the login screen

In the Sidebar, click the Sign Out or Exit button and select Sign Out.
The agent is logged out of Ignite, and Ignite restarts to the login screen.

To log out Ignite and close the application

In the Sidebar, click the Sign Out or Exit button and select Exit Application.
The agent is logged out of Ignite, and the application closes.