Working with a Voice Call
When it's your turn to handle an ACD Voice interaction, your phone will ring and you will get a pop up notification from Ignite Web regarding the inbound interaction.
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You can click on the green circle with the check mark in it to answer.
If you are signed into MiCollab, you will see an additional pop up from MiCollab.
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You can click on the square box with the handset in it to answer.
From your Ignite Web Inbox, you will see the call being presented to you.
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With your mouse, fly in from the left side, then click the blue circle with the check mark in it to answer the call.
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Or click on the inbound call, then click the blue circle with the check mark in it to answer the call.
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And yes, of course you can pick up the physical handset on your phone or press the headset button if you are wearing a headset to answer the ACD call.
Once you have answered the call, there are three places where you have call control:
- Ignite Web (within your Inbox, in the right panel)
- Micollab Call Control pop up window (if you are logged into MiCollab)
- On the physical IP Phone handset itself
The image below shows your call control option within the Ignite Web Inbox:
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- Call Hold
- Hang Up Call
- Transfer Call to another user or Queue
- Assign an Account Code or a Classification Code to the call (if configured)
This is what my Dashboard looks like while I'm engaged on an ACD call:
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