Making calls

DESKTOP - We recommend you use MiCollab Client to make calls, although you can make calls using Contact Center Softphone or Contact Center PhoneSet Manager. This recommendation applies to internal and external destination calls, and calls to dialable queues.

You can make calls to internal and external destinations, including dialable queues, from either Ignite or your desk phone. When you make a call using Ignite, your desk phone will ring once before making the call. Calls made from a desk phone directly to another desk phone without Ignite are tracked for real-time monitoring and reporting only if the desk phones are identified as the Line URIs for the voice-enabled employees.

DESKTOP — You can place a call in Ignite by either searching for a destination or entering the destination in the dial pad.

WEB — You can place a call in Ignite by searching for a destination.

To make a call (DESKTOP)
  1. In the Action bar, click New Call.
  2. In the New Call window, in the Search field, type the dialable number or the name of the employee to call. You can also click the dial pad button to enter numbers. Only voice-enabled employees can be searched for by name.
    Note:

    The system supports partial matching on names and numbers. For example, if you type ‘12’, the system returns a list of employees whose IDs start with ‘12’.

  3. In the New Call window, to the right of the destination, click the phone button to place the call. Note that the phone icon is disabled if the contact is an agent who is in DND.

    If the destination is available, the system places the call. The call is transferred to your Inbox and your desk phone rings. Answering the call connects you to the destination.

    If the call fails, a failure message displays in the New Call window.

To make a call (WEB)
  1. Click Contacts.
  2. If the destination is not a recent contact, type its name or number in the Search field.
    Note:

    You can also create external contacts or import contacts from the Contacts page. For more details, see "Contacts (WEB)" in this document.

  3. Hover over the destination’s avatar and click Call.If applicable, hover over multiple Call avatars to select the appropriate dialable number. For calls to agents, a colored dot on the avatar indicates its availability.
    Note:

    If Contacts is open, click Contacts again to close the window and expose the desired controls.

Optionally, you can also make a call using the New Call button (Phone icon). You can choose the name and number that should be displayed on the external phone when making a call to an external destination.

To specify name and number when making calls
  1. Click New Call, the Voice Contacts page is displayed.
  2. Click the From button. The From page is displayed with all the CLIP (Calling Line Identification Presentation) numbers. The number with a bold font is your reporting number or the line URI.
    Note:

    The outbound CLIP numbers are populated from the DNIS device list in YourSite Explorer.

  3. Select the number from the list. The customer sees the selected name and number on their display when they are contacted.
Parent topic: Handling calls in Ignite
Parent topic: Handling calls in Ignite