Handling calls in Ignite
In addition to email, chat, SMS, and open media handling, you can handle calls in Ignite.
Agents perform call handling in Ignite with their desk phone or by using MiCollab Client as a softphone.
Not all Ignite functions are supported with call handling actions made on desk phones outside of Ignite.
Not all deskphones have the same call handling functionality and may have some handling differences from what is described here. Consult the Mitel CX System Engineering Guide for more information about verified deskphone types and any specific limitations.
MiCollab Client is recommended for performing advanced call handling functions. For information about handling voice Interactions in MiCollab Client, see the Mitel CX User Guide .
The following procedures explains all the actions that you can perform while handling calls.
For important information about signing in and out of Ignite for voice agents, see "Signing into and out of Ignite".
- Ignite’s phone functionality does not support multiple lines.