Receiving toaster notifications of new interactions

Ignite sends agents toaster notifications of interactions offered to the Inbox.

Toaster notifications indicate the interaction’s media type and display information such as originating phone number, subject, and queue name. Information displayed varies by media type.

Agents can accept or decline the interaction by selecting the appropriate option on the toaster notification. Option availability varies by the interaction's media type.

Note:

Accepting emails sends them to the agent's Inbox. Agents can open them in reply mode with Cc'd recipients included in the reply.

Please note the following behavior:

DESKTOP

If agents are permitted to preview interactions, clicking anywhere within the notification opens Ignite with the item ringing in the Inbox. Agents are then able to preview the interaction.
If the agent does not act on the notification by accepting, declining, or previewing the interaction, the Ignite icon flashes in the taskbar and eventually remains a solid color until the application is selected.

WEB

When Ignite is in focus, the toaster notification pops with options to Accept and, depending on the interaction's media type, Decline the interaction. If Ignite is not in focus, a notification indicates a ringing interaction. Clicking a notification takes you to the relevant interaction.
Note:
Internet Explorer does not pop notifications when Ignite is not in focus.
When Ignite is minimized, clicking the notification opens Ignite with the item ringing in the Inbox. Agents are then able to handle the interaction.
When accepting open media interactions, the link that displays depends on TargetUri settings and, as such, may display as embedded content within Ignite (WEB) or as a new page in the browser. Please note that some web applications do not support iframe embedded content, such as is used with Ignite (WEB). If you want content to be embedded in Ignite (WEB), you must enable iframe embedding in such 3rd party web applications.