Handling voice Interactions with the MiCollab Client and Ignite integration
The following table lists agent actions and the application in which they are performed.
|
Agent action |
MiCollab Client |
Ignite |
|---|---|---|
|
Voice ACD log on and log off |
Yes |
Yes |
|
Set or remove Make Busy with Reason Code |
Yes |
|
|
Set or remove Do Not Disturb with Reason Code |
Yes |
|
|
Cancel Work Timer |
Yes |
|
|
Chat (IM) |
Yes |
|
|
Join/Leave Agent Group |
Yes |
|
|
Answer |
Yes |
Yes |
|
Auto Answer * |
Yes |
Yes |
|
Hang Up |
Yes |
Yes |
|
Conference |
Yes |
Yes |
|
Merge |
||
|
Cancel |
Yes |
Yes |
|
Account Code |
Yes |
|
|
Classification Code |
Yes |
|
|
Call me back |
Yes |
|
|
Call forwarding |
Yes |
|
|
Camp on |
Yes |
|
|
Forward |
Yes |
|
|
Leave a message |
Yes |
|
|
Mute |
Yes |
|
|
Retrieve |
Yes |
Yes |
|
Split |
Yes |
|
|
Silent Monitor |
Yes |
|
|
Transfer (blind) |
Yes |
Yes |
|
Transfer (supervised) |
Yes |
Yes |
|
Transfer/Conf |
Yes |
Yes |
|
Volume |
Yes |
|
|
Dial Pad |
Yes |
Yes |
|
Dial Contacts |
Yes |
Yes |
|
ACD Hot desk login |
x (with MiVoice Business 6.0 SP3+) and with SIP |
Yes |
* For the MiVB Auto Answer feature to work for an agent using a deskphone, the deskphone must have an Auto Answer key appearance set and Auto Answer must be enabled in the Agent's Class of Service. For an Agent using a MiCollab softphone, Auto Answer must be enabled using the MiTAI browser.
* For Mitel CX controlled Queue based Auto Answer feature to work, the Agent must have Web Ignite running.
The following features continue to be available in Contact Center Client (Contact Center Softphone or Contact Center PhoneSet Manager) but are not currently supported in the MiCollab Client and Ignite integration:
- Whisper Coach
- Custom ring tones
- Speed Dial
- Call notes
- External Hot Desking Agents
If these features are necessary to your business, you can continue to use Contact Center Softphone or Contact Center PhoneSet Manager but these applications do not support an integration with Ignite.
The following features are available for Ignite and Contact Center Client:
-
Silent Monitor
-
Coach
-
Barge