MiContact Center Business

Multimedia Contact Center-MiVoice Business

Release 9.5
Document Version 1.0

May 2023
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 Contents

1 Managing a Multimedia Contact Center............................... 1

1.1 About this guide.................................................................................................1
1.1.1 Searching for key words and topics......................................................... 1
1.2 Locating the latest version of our guides.......................................................... 2

2 MiContact Center Business...................................................4

2.1 Contact Center and Workgroup.........................................................................4
2.2 Licensing............................................................................................................ 5
2.3 Troubleshooting assistance............................................................................... 5

3 Contact Center Call Accounting Concepts..........................6

3.1 Automatic Call Distribution (ACD)..................................................................... 7
3.1.1 Understanding ACD call flow....................................................................7
3.2 Ring Groups.....................................................................................................10
3.3 The inbound call environment......................................................................... 12

4 Contact Center Planning and Management....................... 13

4.1 Step #1 Establish a corporate service objective..............................................14
4.1.1 Understanding the Service Level............................................................15
4.1.2 Understanding why the Service Level is the most meaningful
statistic..............................................................................................................15
4.1.3 Choosing a Service Level goal...............................................................17
4.1.4 Understanding Quality of Service........................................................... 17
4.1.5 Monitoring call handling techniques....................................................... 18
4.1.6 Monitoring systems and tools................................................................. 19
4.1.7 Automating help desk workflow.............................................................. 20
4.2 Step #2 Collect data........................................................................................21
4.2.1 Collecting data on call handling..............................................................21
4.3 Step #3 Forecast the Call Load...................................................................... 22
4.3.1 Forecasting accurately............................................................................22
4.3.2 Conducting forecasts.............................................................................. 22
4.4 Step #4 Calculate the resources required....................................................... 23
4.4.1 Predicting agent requirements................................................................23
4.4.2 Understanding Erlang C......................................................................... 23
4.4.3 Performing 'what-if' scenarios.................................................................25
 4.4.4 Understanding the relationship between agents and trunks................... 25
4.4.5 Understanding Erlang B......................................................................... 26
4.4.6 Predicting trunk requirements.................................................................26
4.5 Step #5 Schedule agents................................................................................ 27
4.5.1 Understanding the Shrinkage Factor...................................................... 28
4.5.2 Calculating the Shrinkage Factor........................................................... 29
4.5.3 Optimizing schedules..............................................................................29
4.5.4 Routing calls to optimize coverage.........................................................31
4.5.5 Scheduling considerations...................................................................... 31
4.6 Step #6 Determine contact center costs......................................................... 32
4.6.1 Breaking down expenses....................................................................... 32
4.6.2 Anticipating growth..................................................................................33

5 System Administrators - Installing, configuring, and

maintaining a multimedia contact center..............................34
5.1 Upgrading your multimedia contact center to MiContact Center Business
version 9.4.1...........................................................................................................34
5.1.1 Upgrading - A simplified process............................................................35
5.1.2 Upgrade scenarios..................................................................................35
5.1.3 Upgrade methods................................................................................... 36
5.1.4 Multimedia Contact Center Backup and Restore Recommendations..... 38
5.1.5 Pre-upgrade notes and planning............................................................ 39
5.1.6 Hardware and software server and client specifications.........................40
5.1.7 Upgrading a voice-only system.............................................................. 40
5.1.8 Upgrading a system that currently includes voice and multimedia......... 54
5.2 Configuring your multimedia contact center.................................................... 66
5.2.1 YourSite Explorer configuration notes and tips.......................................66
5.2.2 Required information...............................................................................69
5.2.3 Configuring multimedia enterprise settings.............................................69
5.2.4 Adding sites............................................................................................ 70
5.2.5 Enabling a new multimedia contact center.............................................72
5.2.6 Multimedia Contact Center device configuration.................................... 74
5.2.7 Integrating Multimedia Contact Center with mail servers....................... 75
5.2.8 Integrating Multimedia Contact Center with an SMS Gateway
Provider............................................................................................................ 92
5.2.9 Adding media types to Multimedia Contact Center................................ 93
5.2.10 Adding email to Multimedia Contact Center....................................... 109
5.2.11 Adding chat to Multimedia Contact Center......................................... 112
5.2.12 Adding Contact Center Messenger to Multimedia Contact Center......116
5.2.13 Adding SMS to Multimedia Contact Center........................................ 133
5.2.14 Adding Open Media to Multimedia Contact Center............................ 137
5.2.15 Configuring Workload......................................................................... 139
5.2.16 Adding multimedia capabilities to employees..................................... 141
5.2.17 Adding employee groups.................................................................... 149
5.2.18 Adding voice agent IDs...................................................................... 150
 5.2.19 Adding agent groups.......................................................................... 152
5.2.20 Adding multimedia queues................................................................. 157
5.2.21 Adding queue groups......................................................................... 172
5.2.22 Configuring Holidays...........................................................................180
5.2.23 Configuring security roles................................................................... 185
5.3 Configuring Multimedia Contact Center web features................................... 187
5.3.1 Multimedia Contact Center proficiency requirements........................... 188
5.3.2 Enabling chat........................................................................................ 190
5.3.3 Enabling Contact Us.............................................................................212
5.3.4 Troubleshooting Multimedia Contact Center web features................... 242
5.4 Multimedia routing using visual workflows.....................................................242
5.4.1 Workflow types......................................................................................242
5.4.2 Workflow layouts in Multimedia Contact Center................................... 243
5.4.3 Designing and managing workflows: Common procedures..................246
5.4.4 Building subroutines..............................................................................252
5.4.5 Configuring data providers....................................................................254
5.4.6 Working with variables in Multimedia Contact Center.......................... 257
5.4.7 Building visual workflows in Multimedia Contact Center: Activities....... 260
5.4.8 Enabling mixed model routing.............................................................. 307
5.4.9 Populating screen pops with workflow variables.................................. 309
5.4.10 Multimedia Contact Center default workflows.....................................311
5.5 Managing Ignite............................................................................................. 325
5.5.1 Adding items to Ignite's global spell checking dictionary...................... 325
5.5.2 Configuring bounced email detection settings...................................... 326
5.5.3 Configuring maximum email message size.......................................... 326
5.5.4 Accessing diagnostics reports sent from Ignite (WEB).........................327
5.6 Fax and Historical SMS limitations................................................................327

6 Supervisors - Managing a multimedia contact center.....329

6.1 Setting alarms to monitor agent performance and customer service.............330
6.2 Accessing real-time information with Contact Center Client..........................331
6.2.1 Starting Contact Center Client..............................................................331
6.2.2 Employee and Agent state indicators................................................... 332
6.2.3 Overriding states in real-time monitors.................................................337
6.2.4 Monitoring agents and queues............................................................. 338
6.2.5 Interacting with agent presence to improve service levels................... 379
6.2.6 Controlling the availability of voice queues.......................................... 398
6.2.7 Interacting with customer interactions.................................................. 398
6.3 Accessing historical real-time information with Contact Center Client........... 410
6.3.1 Auditor icons......................................................................................... 411
6.3.2 Viewing historical real-time events....................................................... 413
6.3.3 Starting and using Auditor.................................................................... 414
6.4 Accessing real-time information with Ignite (WEB)........................................415
6.4.1 Monitoring employee state in Ignite (WEB).......................................... 416
6.4.2 Monitoring agent state in Ignite (WEB).................................................417
 6.4.3 Monitoring queues in Ignite (WEB).......................................................418
6.4.4 Viewing and managing callbacks in Ignite (WEB)................................ 420
6.5 Managing a multimedia contact center with Ignite........................................ 422
6.5.1 Handling multimedia interactions..........................................................422
6.5.2 Searching email, chat, and SMS history.............................................. 422
6.5.3 Accessing real-time monitors in Ignite (WEB)...................................... 423
6.6 Managing Agent Groups and Agent Skill Levels........................................... 423
6.6.1 Adding Agents to Agent Group.............................................................423
6.6.2 Updating Agents Skills in Agent Group................................................ 423
6.6.3 Removing Agents from Agent Group....................................................424

7 Agents - Handling customer interactions in a

multimedia contact center.................................................... 425
7.1 Managing agent preferences......................................................................... 425
7.2 Ignite.............................................................................................................. 425
7.2.1 Accessing Ignite (DESKTOP)............................................................... 427
7.2.2 Getting started with Ignite (DESKTOP)................................................ 431
7.2.3 Viewing and organizing interactions in Ignite (DESKTOP)................... 448
7.2.4 Ignite's Realtime Monitor (DESKTOP)..................................................456
7.2.5 Your Ignite profile (DESKTOP)............................................................. 464
7.2.6 Logging in to Ignite (WEB)................................................................... 471
7.2.7 Getting started with Ignite (WEB)......................................................... 477
7.2.8 Viewing and organizing Interactions in Ignite (WEB)............................506
7.2.9 Your Ignite profile (WEB)...................................................................... 510
7.2.10 Configuring Ignite (WEB) dashboards................................................ 513
7.2.11 Searching Ignite.................................................................................. 519
7.2.12 Managing agent group presence and agent states............................ 530
7.2.13 Work Timer..........................................................................................539
7.2.14 Handling multimedia interactions in Ignite.......................................... 540
7.2.15 Working with cases in Ignite(WEB).................................................... 551
7.2.16 Handling emails in Ignite.................................................................... 564
7.2.17 Handling chats in Ignite...................................................................... 592
7.2.18 Handling SMS in Ignite.......................................................................607
7.2.19 Handling calls in Ignite....................................................................... 623
7.2.20 Handling Contact Center Messenger in Ignite....................................641
7.2.21 Handling Smart Suggestions.............................................................. 648
7.2.22 Handling open media interactions...................................................... 653
7.2.23 Handling Silent Monitoring in Ignite.................................................... 658
 Managing a Multimedia Contact Center 1
• About this guide
• Locating the latest version of our guides

Mitel Multimedia Contact Center enables contact centers to handle email, chat, SMS, and open media
interactions from customers. Agents handle voice, email, chat, SMS, and open media interactions
using Ignite.

Within Ignite, agents and supervisors can monitor contact

center activity and interactively manage interactions. Supervisors can monitor and interact with
contacts and employees using Contact Center Client, Interactive Contact Center, and Interactive
Visual Queue.

Multimedia interactions are routed using workflows, created using a visual, intuitive interface. Also
included in Multimedia Contact Center is a Contact Us page that can be used by contact center
website administrators to add live wait time statistics to their corporate website page, enabling
customers to select their preferred communication method based on media type availability.
Multimedia reports and charts provide valuable information by summarizing agent, employee, queue,
and contact center performance.

To know more about how to manage a multimedia Contact Center, see Multimedia Contact Center
Installation and Deployment Guide.

1.1 About this guide

This guide describes the Multimedia Contact Center application and its use from the perspectives
of the Administrator, the Supervisor, and the Agent. Installation and upgrade procedures are
included, as are procedures for configuration and daily use.

Voice-enabled contact centers will benefit from referring also to the MiContact Center Business
User Guide and the MiContact Center Business Installation and Administration Guide.

To report an issue with this document please email [email protected].

1.1.1 Searching for key words and topics

You can search for content in this PDF by using the search function built into Adobe Acrobat or
Reader. Consult your Adobe documentation for other search options.

To search for a key word or topic

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 Managing a Multimedia Contact Center

• In the open PDF, press Ctrl+F.

Alternatively, right-click in the document and select Find.

• Type the key word or topic for which you want to search.
• Press Enter.
• Navigate the results by clicking the Next or Previous buttons.

1.2 Locating the latest version of our guides

The MiContact Center Business documentation library includes the following guides. The latest
version of each guide is available from http://edocs.mitel.com.

• MiContact Center Business User Guide: provides information on the basics of contact
center management, and descriptions for use of all agent and supervisor desktop
applications within the MiContact Center Business suite. This guide focuses on voice
media.
• MiContact Center Business Installation and Administration Guide : provides instructions
for:

• Downloading, installing, registering, and configuring MiContact Center Business on

the Enterprise Server and client computers
• Upgrading from previous versions of MiContact Center Business
• Installing and configuring MiContact Center Business at remote sites
• Installing and deploying MiContact Center Business .ova files
• All IVR Routing configuration
• MiContact Center Business—Reports Guide: describes all of the report types available
and explains how to generate, view, and share reports for the Contact Center licensing
package.
• MiContact Center Business - Workgroup Reports Guide: describes all of the report types
available and explains how to generate, view, and share reports for the Workgroup
licensing package.
• Multimedia Contact Center Installation and Deployment Guide: is the primary source of
information for contact centers using email, chat, SMS, or open media to communicate
with customers. This guide describes how to:

• Install, configure, and maintain a multimedia contact center

• Use the desktop tools required to manage a multimedia contact center
• Handle customer interactions via voice, email, chat, SMS, and open media using
Ignite

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• MiContact Center Business and MiVoice Analytics System Engineering Guide: discusses
the following topics:

• Deployment models based on licensing, network requirements, and availability

• Recommendations for collocating server applications
• System requirements, including server and client hardware and software
requirements and virtual application requirements
• Server and client virtualization details and best practices
• Performance and scalability details, including verified capacity results for all
media types (alone and blended) and IVR Routing scalabilityand port sizing
recommendations
• Bandwidth and storage requirements
• Licensing information
• Support details for third-party integrations and internal products, such as Multimedia
Contact Center and IVR Routing
• Licensing
• MiContact Center Business Deployment Guide: discusses the following topics:

• Contact center basics, with a focus on ACD routing functionality

• Topologies for scaling
• ACD resiliency
• IVR Routing resiliency and redundancy
• Virtual contact centers
• Contact Center Blueprint: discusses the following topics:

• MiContact Center Business topologies

• MiContact Center Business deployment details
• Cloud and hosted considerations
• MiContact Center Business Site-Based Security (Multi-tenant) Administration
Guide: describes how to install and configure MiContact Center Business in a multi-
tenant deployment.
 MiContact Center Business 2
• Contact Center and Workgroup
• Licensing
• Troubleshooting assistance

Mitel MiContact Center Business integrates with MiVoice Business platform to provide contact centers
with the tools they need to efficiently and effectively measure and manage contact center operations.
Interactions are routed intelligently across all media types (voice, email, chat, SMS, and open media),
increasing customer satisfaction and streamlining agent calls. Contact center efficiency and agent
performance can be monitored both historically and in real time and can be measured using a wide
variety of reports. Flexible licensing packages provide access to specific features and applications and
enable you to build a contact center package that best suits your business needs.

2.1 Contact Center and Workgroup

There are two licensing bundles available for MiContact Center Business: Contact Center and
Workgroup.

Contact Center is the licensing level of choice for businesses with more than 100 concurrent
agents, who want resiliency, and require, requiring a maximum of 10 IVR endpoints more than 10
IVR ports.

Workgroup is geared toward contact centers with fewer than 100 concurrent agents, requiring a
maximum of 10 IVR endpointsports, with no need for resiliency. Workgroup supports single-node
ACD environments only.

Both licensing bundles offer general business and contact center reporting and real-time
monitoring, client desktops, and IVR Routing capabilities, and support voice, email, chat,
SMS, and open media communication. They include feature-rich, web-based applications for
streamlining contact center management and enabling agent productivity. There are several
options available to further customize your contact center solution.

For detailed licensing information, see the MiContact Center Business System Engineering
GuideMiContact Center Business and MiVoice Analytics System Engineering Guide .

MiContact Center Business Microsoft Skype for Business includes the following applications,
depending on your licensing bundle:

• CCMWeb
• Contact Center Client
• Interactive Contact Center
• Interactive Visual Queue

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 • Contact Center PhoneSet Manager
• Contact Center Softphone
• Multimedia Contact Center
• Contact Center Screen Pop
• Flexible Reporting
• IVR Routing
• Salesforce.com Connector
• Workforce Scheduling
• Employee Portal
• Schedule Adherence
• Traffic Analysis
• Ignite
• MiCollab Client
• MiVoice Border Gateway
• CTI Developer Toolkit

2.2 Licensing
An employee is a physical person you track in your contact center. In the YourSite database, you
must create an employee ID for each employee who works in your contact center. Employees
can have multiple agent IDs, but only one employee ID. You can run reports on licensed
employees only. The number of employees you license in YourSite Configuration must be
consistent with your software license.

To view details on your software license

• Hover over Help and select About your Mitel applications.

2.3 Troubleshooting assistance

For the latest frequently asked questions and troubleshooting information, see the Mitel
Knowledge Base at Knowledge Management System available on MiAccessmitel.com.
 Contact Center Call Accounting
Concepts
3
• Automatic Call Distribution (ACD)
• Ring Groups
• The inbound call environment

Contact centers process a high volume of contacts to meet marketing, sales, customer service,
technical support, and other business objectives. A fine-tuned contact center distributes contacts
efficiently and optimizes the use of agents and other resources. This section describes the inbound
contact center environment and how resources interact to process voice contacts.

Call Accounting ensures businesses have a true picture of how and where their telecommunication
budgets are spent. This chapter discusses how Call Accounting can be used to track phone use,
reconcile carrier bills, and bill back departments, and how it costs calls and detects toll fraud.

• Tracking phone use

You can use Call Accounting to track phone use and to determine

The average duration of calls.

Generate the Employee Group Accounting Summary report. This report provides the average
duration and cost of calls made by each employee of an employee group.

Where most of your long-distance budget is spent, and which employees make the most and
longest calls.

Generate the Employee Accounting by Phone number/Location report. If you have added these
phone numbers and names to your database (YourSite ExplorerPhone numbers), they will also
appear in the report. This report also provides you with a list of the 100 most often dialed phone
numbers by employee, and the 100 longest calls by employee.

If your telephone system is being abused, in real time

Monitor call costs and other call statistics by extension in real time. You can set alarms, for any
or all extensions, for all call statistics, including caller ID information (such as caller name and
number). You can also set alarms based on call cost thresholds and toll fraud parameters. Alarm
notifications alert you when event thresholds are reached. You can choose to be notified by
visual changes in the monitor, sound prompts, pop ups, or email. By setting alarms based on the
thresholds you define, you can monitor telephone system abuse and stop it as it occurs.

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Contact Center Call Accounting Concepts

• Reconciling carrier bills

You can set up Call Accounting to detect billing errors. When you configure Call Accounting to
mimic your phone carrier charges, you might notice discrepancies between your amounts and your
carrier amounts.
• Billing back departments

To bill back departments, your call costing information must be accurate. If your call costing
information is inaccurate, and you charge your subscribers less than you yourself are charged by
the phone company, then you are losing money. Of course, you do not have to assign the same
rates to subscriber calls that the phone company charges you for your calls. You can modify the
rate to include a markup or intentionally provide a discount.
• Monitor telephone system use in real time

You can set alarms, for any or all extensions, for all call statistics, including caller ID information
(such as caller name and number). You can also set alarms based on call cost thresholds and toll
fraud parameters. Alarm notifications alert you when event thresholds are reached. You can choose
to be notified by visual changes in the monitor, sound prompts, pop ups, or email. By setting alarms
based on the thresholds you define, you can monitor telephone system abuse and stop it as it
occurs.

3.1 Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a specialized mechanism for distributing incoming calls.
The primary goal of ACD is to ration calls to agents in a cost-effective manner that provides
acceptable service to callers.

To optimize the use of agents, you cross-train them so they can handle a variety of inquiries.
Rather than distributing calls to a number of small, specialized agent or extension groups, ACD
distributes them efficiently among the entire pool of available agents. When you consolidate
resources (use the Pooling Principle), the same number of contact center agents handle more
calls while maintaining Service Levels.

Typically, you program ACD to ensure the first call to arrive reaches the first available agent or
the agent who has been idle the longest. However, you can vary the order of calls and agents to
provide superior service to preferred customers, and skills-based routing.

3.1.1 Understanding ACD call flow

The path of an incoming call is as follows. A caller telephones your contact center via the Public
Switched Telephone Network (PSTN). (The PSTN is a global collection of Central Offices (COs)
interconnected by long-distance telephone switching systems.) The local CO directs the call
to one of your trunk groups. An available trunk picks up the call. Typically, calls from the PSTN
arrive to the contact center over incoming trunks and calls from the contact center to the PSTN
travel over outgoing trunks. If no trunks are available the call does not get through to the system
(it is blocked) and the caller receives a busy signal.

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 Contact Center Call Accounting Concepts

When a trunk picks up a call, it forwards it through to a group of agents handling calls, or to
some other answering point. The call arrives at the ACD queue of an agent group. The queue
delays the call rather than blocking the call from entering the system. The length of time the caller
waits in queue is the queue time. While waiting in queue, the caller listens to product features,
announcements, or other messages provided by a Recorded Announcement Device (RAD). The
caller can wait patiently in queue for an available agent, leave a voice mail message, or hang up
(abandon) the call. (See the following figure.)

An agent handles the call. The time the caller spends talking to the agent is the ACD Handling
Time (including the hold time). If the agent calls the supervisor in search of more information
(while the caller is on hold) and/or transfers or conferences the call, these times are added to the
ACD Handling Time value.

For example, an agent speaks to a caller for two minutes and then puts the caller on hold for
three minutes and tries to solve the problem. This may include a call to the supervisor. The agent
then initiates a conference call with the caller and a third party and they speak for three minutes
and resolve the issue. Therefore, the ACD Handling Time for the agent is 2 + 3 + 3 = 8 minutes.

When the call is completed, the agent might need to perform additional work associated with the
call. The time taken to perform this work is the Wrap Up Time.

Figure 1: Call flow

3.1.1.1 Monitoring the call flow process

Second-by-second (real-time) statistics presented on wall signs and desktop monitors enable
you to monitor the service provided to callers. You can monitor the number of incoming calls, the
time it takes to process them, the queue load, and the availability of agents using a Management
Information System (MIS). The MIS refers processes data produced by the telephone system.
The MIS uses telephone system records to provide forecasting, real-time monitoring, and
reporting functions.

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Contact Center Call Accounting Concepts

3.1.1.2 Ensuring traffic-carrying efficiency

To optimize traffic-carrying efficiency ensure

• Sufficient trunks are available to carry incoming calls.

• Callers experience a delay in queue.
• There is a random distribution of calls among available agents.

3.1.1.3 Scheduling to optimize call flow

You schedule agents so the number of incoming calls at any given time typically exceeds the
number of agents currently available. The intent is that callers experience a slight delay before
agents answer their calls. The expected number of incoming calls forecasted for the time of day,
and day of the week influence scheduling decisions.

3.1.1.4 Routing calls

Call routing options you program in the telephone system provide a set of instructions that
automate the movement of calls to their intended answering points. You can define options—for
example, if the caller dials 1, the system forwards the caller to customer service. You can specify
re-routing for calls not answered after a set period of time and parse incoming Automatic Number
Identification (ANI) and Dialed Number Identification Service (DNIS) data to direct call routing.
(See the follwoing figure.)

Figure 2: Call routing

3.1.1.5 Dialing an agent’s extension

In the simplest call scenario, a single trunk picks up an incoming call to your contact center.
The telephone system presents the caller with options to dial various answering points. The
caller dials an individual agent at an extension through a queue number. A queue number is an
address mechanism for a queue or other answering point. The programming associated with the
queue number defines the routing and timing features of the call. The telephone system collects

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 Contact Center Call Accounting Concepts

data on the agent and trunk involved in the call. The ACD management reporting application
produces reports on agent and trunk activity.

3.1.1.6 Dialing a queue

In the next call scenario a trunk group picks up an incoming call to your contact center. The
system presents the caller with options to dial various answering points. The caller dials queue
number 1 to reach queue 1 (Customer Service). The system forwards the call to the first available
agent in the agent or extension group associated with queue 1. The call is an ACD call because
one dialable number represents all of the agents in the group. The telephone system collects
data records for the call. The ACD management software produces Queue Reports on queue 1.

3.1.1.7 Overflowing calls

An ACD call that is not answered immediately is placed in a queue. If an agent does not pick up
the call after a set amount of time (the overflow time) the system places the call in the queue of
another agent group, in addition to keeping it in the first queue. The first available agent in either
group handles the call. The overflow feature limits the delay faced by callers by queuing calls
against two or more agent groups. (See the following figure.)

Figure 3: Multiple queue routing

3.1.1.8 Interflowing calls

You can program the ACD routing system to direct a queue delayed call to voice mail or to
another answering point. The interflow timer runs independently of the overflow timer. If the
interflow timer expires, the system removes the call from the queue and re-directs it to another
answering point, such as a trunk or voice mail.

3.2 Ring Groups

MiContact Center Business and MiVoice Analytics support Ring Groups. Ring Groups are a call
distribution mechanism that offers an alternative to ACD for distributing calls in your business.
While ACD is focused on rationing calls to pools of available agents, Ring Groups are configured

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Contact Center Call Accounting Concepts

to distribute calls to a pool of specific extensions. Users can configure Ring Groups within
YourSite Explorer, monitor them in Contact Center Client, and report on them.

When an incoming call rings the Ring Group, the member extensions configured in the Ring
Group are rung until one extension answers. Ring Groups can be programmed to offer calls to
extensions using five different algorithms:

• Ring All: Rings all available extensions in the Ring Group simultaneously.
• Terminal: Starting from the first extension in the member list, rings the first available
extension.
• Terminal Cascade: Starting from the first extension in the member list, rings the first
available extension for the duration of the Cascade Ring Timer before calling the next
available extension in the member list.
• Circular: Starting from the last member to handle a call, rings the next available
extension in the members list
• Circular Cascade: Starting from the last member to handle a call, rings the next
available extension in the member list for the duration of the Cascade Ring Time
before calling the next available extension in the member list.

Ring Groups enable a business to ensure that in settings where employees may not have a set
physical location or mobile device, such as a warehouse or back office, calls can be effectively
distributed to an answering extension. Calls to Ring Groups can be ACD or Non ACD in Mi
Contact Center Business real-time and reporting.

Incoming calls are handled differently than ACD path queues as well. If a call comes in, it will be
queued if any one of the Ring Group’s extensions are available. Available extensions are those
that are:

• Idle
• Busy (ACD, Non ACD, or Out)

If the Ring Group’s extensions are not available, the call is overflowed immediately (if an overflow
point has been configured) or receives no answer. Extensions in the following states are not
available:

• Do Not Disturb
• Out of Service
• Not Present
• Reseize Timer

For more information about extension states, see "Extension states".

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3.3 The inbound call environment
The inbound contact center environment has unique characteristics that must be considered in
effective planning and management.

Predicting call arrivals

Calls arrive randomly to contact centers. You cannot predict the minute-to-minute arrival of calls.
This results in unanticipated increases in workload, and impacts staffing calculations and the load
carried by system and network resources.

You can predict the pattern of call arrivals for 15-minute or longer intervals. For example, you
can predict that next Monday between 1:00 P.M. and 1:30 P.M. you will receive 60 phone calls.
However, you cannot predict how many calls will arrive in the first five minutes, the second five
minutes, and so on.

Understanding caller tolerance

Several factors influence a caller’s tolerance to queue delays:

• The immediacy of the caller’s requirement

• The availability of similar products or services
• The caller’s expectations for service
• The time available to make the call
• Whether or not the caller is paying for the call
 Contact Center Planning and
Management
4
• Step #1 Establish a corporate service objective
• Step #2 Collect data
• Step #3 Forecast the Call Load
• Step #4 Calculate the resources required
• Step #5 Schedule agents
• Step #6 Determine contact center costs

Effective contact center management involves having the right resources in place at the right times to
handle an accurately fore casted workload at the desired level of service. Commitment to a systematic
planning and management strategy is essential. The strategy is based on corporate objectives that
you continually assess and refine. Whether you are managing a start-up contact center or refining the
performance of an existing operation, the process illustrated in the following figure applies. It is the
basic framework for achieving and maintaining your service objectives.

Figure 4: Planning cycle

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The objective of contact center management is to find the right balance between the agents scheduled
and the service provided to customers. This involves assessing and re-assessing trade-offs between
the Service Level, agents scheduled, and average call duration for a known Call Load for each 15-
minute or half-hour interval of the day. Collecting, properly interpreting, and applying ACD and other
information allows you to accurately forecast the workload and schedule sufficient agents to meet your
service objectives.

4.1 Step #1 Establish a corporate service objective

The Service Level % is a performance metric contact center managers use to determine what
proportion of customers, who contact you by voice/email/chat, receive 'good' service. Using the
Service Level %, you can gauge the level of service customer's experience, from a historical and
a real-time perspective.

Defining and adequately funding a service objective should be closely tied to your corporate
mission. The service objective identifies the average length of time a caller who has obtained

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a trunk waits for an available agent. It is the basis for planning and budgeting and links the
resources you require to your service objectives. Choosing a service objective is the first step in a
comprehensive planning and management solution. Once you set a service objective, you should
routinely access it to see how consistently you are meeting it, on a 15-minute or half-hour basis.

Contact centers in different industries use different criteria for measuring service. Your service
objective should reflect the type of service being provided and the expectations of callers seeking
the service. For example, a company that sells magazine subscriptions has less to lose in the
outcome of any one call than a car dealership does. A caller to a credit card 'lost or stolen' line
might expect different service than a caller to a customer service department at a bank. Contact
center metrics across industries are designed to reflect this.

Performance targets must suit the primary function of a contact center. In revenue-based contact
centers where agents sell products or services, the net revenue per call is considered when
defining a service objective. Revenue-based contact centers strive to provide a high level of
service with minimal blocking and delays.

4.1.1 Understanding the Service Level

The Service Level applies to all of the media types (voice, email, chat, SMS, and open media).

The Service Level is expressed as X percent of calls handled in Y seconds or less, such as
80 percent of calls handled in less than 20 seconds. Why is Service Level the standard
measurement of service? Service Level provides the most accurate representation of the callers’
experience. It is ultimately the caller who decides what constitutes good service, and whether or
not to end a call. It applies to inbound transactions that must be addressed as they arrive.

When a caller enters a queue, the call is processed in one of three ways:

• An agent answers the contact (handled contact).

• The client disconnects before an agent answers (abandoned contact).
• The contact is removed from the queue, and sent to another handling point (for
example, to voice mail, an automated attendant, or another queue), (Interflowed
contact).

For detailed information on Calls Offered, Calls Handled, Calls Abandoned, Calls Interflowed,
and other Service Level parameters see "Choosing a Service level goal".

4.1.2 Understanding why the Service Level is the most

meaningful statistic
The Service Level is one of many ACD statistics used to measure performance. Each statistic
has its purpose. For example, the Grade of Service (GOS) statistic relates trunk use to the level
of traffic and indicates the likelihood an attempted call will receive a busy signal. It is expressed
as a decimal fraction. For example, a GOS of P.02 means a caller will have a two percent chance

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of receiving a busy signal. Since trunk costs are insignificant compared to agent costs contact
centers are well advised to schedule sufficient trunks, abandons should be minimal.

A delayed call is a call placed in the ACD queue because it cannot be answered immediately by
an agent. The probability of delay statistic relates the number of agents or extensions to the level
of traffic carried by the trunks and indicates the likelihood and amount of delay experienced. The
GOS, probability of delay, and Quality of Service rendered by agents provide vital information
about the callers’ experience. (See the following figure.)

Figure 5: Service criteria

The GOS and probability of delay contribute to our understanding of what happens to the calls
not answered in Y seconds, and give meaning to Service Level. Service Level is the primary
statistic used in planning and budgeting because it is the most stable measurement of queue
activity.

The following statistics are also meaningful contact center indicators:

ASA

The Average Speed of Answer (ASA) is an ACD statistic that measures how long the average
caller waits on hold before the call is picked up by an agent. ASA is a valuable measure of
service quality, but is often misinterpreted. The average does not represent what is typically
experienced by individual callers. Most calls are answered by agents more quickly than the
average, but a small percentage of callers wait several minutes in queue. ASA is a useful
parameter, but Service Level is a more reliable indicator of what callers experience.

Abandonment

ACDs collect statistics on how long callers wait before abandoning calls, and what percentage of
calls are abandoned. Unfortunately, abandonment is difficult to forecast because it is impossible
to predict caller behavior with any reliability. Sometimes when the Service Level is high more
callers abandon than expected. There are no industry standards for abandonment. It is a
somewhat unreliable measure of contact center performance. However, abandonment statistics
assist in planning Service Levels, and provide valuable information used to create in-queue and
message-on-hold announcements.

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4.1.3 Choosing a Service Level goal

Contrary to popular belief, there is no industry standard Service Level. Some contact centers
base their Service Level goal on the targets of similar companies in the same industry. In doing
so, they assume these companies are actually meeting their intended targets. Companies are
setting increasingly rigorous Service Level targets in sectors where outstanding customer service
is the norm. In a survey of over 100 UK contact centers, Opta Consulting was surprised to find
an average performance target of 90 percent of calls answered in 15 seconds. They found that
companies setting extremely rigorous targets did not necessarily meet them, and the investment
required to achieve 'best in class' targets was difficult to justify.

Setting an appropriate Service Level goal for your contact center is not easy. The motivation
and expectations of your customers, the availability of similar goods or services, the Service
Level targets of same-industry companies, and the value of calls are things to consider. It may
be useful to run some calculations to determine the trade-offs in Service Level associated with
adding or removing an agent, and implement customer satisfaction surveys. When defining your
corporate Service Level, consider several factors and rate their relative importance.

An appropriate Service Level is one that

• Satisfies callers’ expectations for service

• Minimizes the number of abandoned calls (ideally under five percent)
• Minimizes expenses and maximizes revenue
• Satisfies the expectations of support staff, supervisors, and senior management

Consider this modest objective. For a Service Level of 80 percent of calls answered in less than
20 seconds, callers receive the following service:

• Approximately 30 percent of callers experience a delay in queue.

• The longest wait time is approximately three minutes.
• The average speed of answer is approximately 12 seconds.

Is this acceptable service for you and for your callers?

4.1.4 Understanding Quality of Service

Agent statistics reflect the time agents spend in various states and are used to assess agent
performance. The average time an agent spends handling interactions, and in the Make Busy,
Do Not Disturb, Unavailable, and Wrap Up states directly affects the agent’s availability and the
Service Level provided to callers.

Service Level alone does not ensure customer satisfaction. The quality of the interaction between
the caller and agent leaves a lasting impression. Quality of Service reflects an agent’s ability
to provide excellent service to each customer. The knowledge of the agent, the accuracy and
completeness of the information provided, and the courtesy extended to the caller contribute to
the caller’s experience.

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4.1.5 Monitoring call handling techniques

Silent monitoring systems complement ACD statistics by providing a snapshot of quality and
productivity in your contact center. You can track call handling techniques and determine where
improvements can be made in individual performance. Advanced systems capture the voice
interactions between agents and callers and record agent data tables for a complete picture
of call handling. They provide online evaluation forms so you can annotate recordings with
feedback.

Silent monitoring takes the bias out of performance evaluation. Silent monitoring provides
a systematic process for monitoring and grading agent calls. You can schedule sessions
across different times of the day, days of the week, and evaluators promoting fairness and
consistency. Showing agents where improvement is needed is more effective than just telling
them. Silent monitoring can contribute to a reduction in call time, a reduction in monitoring time
and personnel, and increased training efficiency.

You can use pre-recorded interactions between agents and customers to train agents and for
ongoing evaluation.

You can use the information to

• Provide recorded examples of exceptional service and unacceptable service to agents

in training.
• Record, review, annotate with feedback, and forward call records to agents who then
review your comments within the context of the actual call.
• Calibrate and routinely access the scoring consistency of call monitors.
• Assess the effectiveness of current training programs.
• Assess the efficiency of the monitoring and assessment process.

Defining scoring parameters

The parameters used to evaluate how well agents handle calls are based on the purpose
of the calls. Goals vary across calls for inbound and outbound services. For example, in an
outbound sales environment quality may be based on whether or not the agent made the sale,
took advantage of cross-sell opportunities, and adhered to a pre-defined script. In an inbound
environment quality may be based on the completeness and accuracy of the information and
whether or not the caller’s questions were answered satisfactorily. Agents are also evaluated
on 'soft skills', such as voice quality, pausing at regular intervals, rate of speech, use of positive
language, and other listening and communication skills.

Setting performance standards and goals

Once you determine appropriate scoring parameters, you define standards for exceptional
and acceptable levels of performance. Assessment standards are based on consensus and
must be clearly defined and communicated to monitors and agents. Collaborate with agents
in setting performance goals and clearly define exceptional service and interim performance
steps. Determine a baseline of current performance and set performance steps for an agent

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group. Provide agents in the group who meet or exceed the interim target with rewards and
recognition commensurate with their performance. When systematically used in training and
coaching recorded sessions positively impact productivity. Fair assessment is good for moral and
motivation, and contributes to an environment in which agents can learn and grow.

Monitoring frequency

The frequency of monitoring sessions is determined by individual companies and ranges from
once a month to 15 or 20 sessions a month. Implementing five to 10 monitoring sessions per
month is common practice. Trainees and agents with consistently low scores are monitored more
frequently than other agents. Resource limitations typically influence the frequency of monitoring.

4.1.6 Monitoring systems and tools

The following monitoring systems and tools help you evaluate the performance and manage the
quality of service of your contact center.

Silent monitoring systems

Silent monitoring systems range from tape recorders to client/server based recording systems.
Advanced systems schedule, record, and store voice files in a compressed digital format using
a real-time link to your telephone system. They capture any data tables accessed by the agent
in addition to voice data. Silences are eliminated to optimize monitoring efficiency. Recording
sessions can be played back from any telephone, anywhere, at any time. You can customize
agent evaluation forms and define parameters for quality with advanced systems. They provide
activity, status, and management reports for evaluating agents and observation practices.

IT support systems

Information Technology(IT) support systems are commonplace in contact centers. Contact center
agents divide their time between listening to customer requests, entering and updating customer
information and other entries, searching for required information, and providing feedback to
customers. In order to provide prompt and complete information, agents must have immediate
online access to information including customer records and case histories, products and
services, and company policies and procedures.

The push to increase agent efficiency and customer service has placed new demands on
computer information systems and information technology. Information products that enhance
agent productivity are continually being developed. Contact center systems are designed to
incorporate some, or all of the following specialized support functions.

CTI

Computer telephony integration (CTI) is the merging of computers and telephone systems.
Today’s computer-based telephone systems deliver synchronized voice and data, voice and
data conferencing, automatic information retrieval for calls, caller-based messaging and routing,
and desktop productivity tools. You can use customer databases in call handling to enhance
customer service and agent productivity. When databases are shared between contact center

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departments each agent can access a caller’s contact information, purchasing records, call
history, and preferences by a caller ID number.

ANI

Automatic Number Identification (ANI) identifies the telephone numbers of callers to your contact
center, so agents can receive screen pops with calls. You can connect a database to your
telephone system to simultaneously send calls and caller information. The telephone system
forwards the caller’s telephone number to a software application that relays database records on
the caller to the agent. Alternately, the caller enters an ID number that the database associates
with a set of records for the caller and the agent is sent the information.

ANI saves agents time since they do not have to ask for and enter a name for a caller, and wait
for the database to respond. This time savings significantly impacts staffing requirements and
telephone service charges. ANI also identifies telephone numbers of callers who abandon calls
so they can be contacted later for potential business.

Reports can identify the volume of usage and costs of internal line numbers, and help you track
the long distance distribution per line number and maximize long distance efficiency.

DNIS

Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies the
telephone number the caller dials. This assists agents who handle calls for more than one
business or product line. Each business or product line has its own toll-free number. When a
caller dials a toll-free number, the telephone system forwards information to the agent so the
agent can identify who the caller dialed. For example, a caller dials a toll-free number for a
cruise line. The telephone system sends a script to the agent along with the call. The agent then
knows to answer 'Good morning. Thank you for calling Southern Cruises', instead of the name of
another cruise line serviced by the center.

4.1.7 Automating help desk workflow

Agents at IT help desks require quick access to customer information and call history, and the
ability to rapidly log all of the support calls and incidents. Advanced help desk packages offer
automated desk help workflow systems. They assist agents in logging service requests (tickets),
dispatching them to prioritized queues or agents, tracking them, and documenting activities.

External applications, help desk operators, or end users (in web-based applications) generate
tickets. The system generates them manually, or in some cases automatically, in response to
system events. It can correlate multiple incidents with single tickets, and multiple problems with a
single call.

Automated help desk workflow systems track each step taken in answering a call, with automatic
time stamping of all of the referrals, escalations, reminders, alerts, and email notifications. Calls
are prioritized and referred to other departments without reassignment, reassigned (escalated) to
other technicians or specialized staff, and placed in an alert condition when they are not resolved
promptly. Activities are date and time stamped automatically. Most help desks offer outgoing

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email notification and paging. Some help desks offer automated logging of incoming emails, and
automated call acknowledgment emails to clients.

4.2 Step #2 Collect data

Telephone systems generate an enormous amount of real-time and historical data used in
planning and management of your contact center. You use real-time data to monitor the current
Call Load and agent availability so minute-to-minute adjustments can be made. You use historical
information in forecasting, staffing, and scheduling. Other critical management information comes
from customer surveys, market studies, employees, external departments, telephone networks,
workforce management systems, competitors, and the media. Data collection is a continuous
process you implement as soon as your telephone system is up and running.;

Telephone systems provide detailed report data on every aspect of call transactions. You can
program computer-based telephone systems connected to a Local Area Network (LAN). Users
on the LAN can view or print real-time and historical reports. Using web-enabled telephone
systems, you can view and generate reports in a Web browser. You can monitor contact center
activities remotely, and distribute reports to people on different networks.

4.2.1 Collecting data on call handling

Contact center reporting software displays real-time telephone system data on desktop monitors
and wall signs. Using real-time data, you can manage current conditions and ensure agents
respond to changing contact center events. The telephone system provides information on call
activity, agent activity, and queue activity.

You can use historical data in forecasting and in assessing the performance of your resources.
Historical reports provide vital information on load activity, resource activity, and queue activity.

CTI provides in-depth information on call transactions. Detailed information on keystroke

sequences, databases searched on, and on-screen assistance provides a clear picture of agent
activities. Using ANI data, you can identify callers by area code and collate information on
demographic trends in caller behavior.

Workforce management systems use telephone system data to forecast and schedule agents.
Some packages monitor the real-time adherence of agents to scheduled activities, so you know
the number of agents currently logged on and available to handle calls. Workforce management
systems collect and store real-time adherence data. This data provides a historical account of
adherence used in agent assessment.

Customer surveys provide valuable supporting information on callers’ tolerance to delay,

and expectations for service. They address some of the following questions: Was the agent
accessible? Was the caller put on hold for too long? Was the agent courteous and responsive
to my request? Was the agent well informed? Did the agent provide the correct information and
keep commitments? Contact centers use this information to estimate the repercussions of poor
service: escalated costs, duplication of work, lost customers.

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As the economy moves towards individual, personalized services, new ways of handing calls
continue to emerge. These new features add to the complexity of collecting and measuring
information. It is vital you establish an integrated, reliable system for measuring the key indicators
of performance: the efficiency of call handling, the service that callers experience, and their
perceptions of that service.

4.3 Step #3 Forecast the Call Load

Finding the right balance between resources and traffic volumes is a critical step in effective
contact center management. Estimating resource requirements is particularly challenging as
the number of calls and the total duration of calls expected for a given time interval is difficult to
predict.

Forecasting impacts contact center operations and performance in the following ways:

• The number of blocked and abandoned calls

• The level of service provided to callers and callers’ perception of service
• Agent workload, call behavior, and retention
• The accuracy and usefulness of schedules
• The success of periodic sales campaigns

4.3.1 Forecasting accurately

Forecasting is an imprecise science. The accuracy of your forecast increases markedly with
the size of your data sample. You take a year (or preferably two or three years) of ACD queue
traffic data, examine trends in Call Load patterns, break down the information, and determine the
ACD Handling Times of the calls. You then modify the forecast based on current contact center
activities and other considerations, such as absenteeism, agent breaks, holidays, and training.

The range of forecast dates you specify depends on the purpose of the forecast. Using long-term
forecasts, you can estimate future budgets and expansion opportunities, and establish corporate
objectives. Using short-term forecasts (of one to three months) you can determine seasonal
staffing requirements, plan for short-term sales campaigns, and assess upcoming hiring needs.
You can use weekly, daily, hourly and half-hour forecasts to tweak agent schedules and adjust for
absenteeism.

4.3.2 Conducting forecasts

Conducting a forecast involves accurately estimating the three components of Call Load: the
ACD Handling Time, Wrap Up Time, and Calls Offered. After you run a forecast, it is useful to
examine the data and make adjustments based on present contact center conditions. You tweak
the forecast by adding or reducing calls based on your intuition and on information gathered by
yourself and others.

To forecast the agent requirement, you

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1. Examine trends in Call Load patterns.

2. Break the information down in to monthly, weekly, daily, half-hour, and 15-minute
intervals that reflect Call Load patterns.
3. Determine the handling times of calls.
4. Modify the forecast based on current contact center activities and other
considerations, such as absenteeism, agent breaks, holidays, and training.

You may need to consider the following issues: hardware or software system changes, expected
callers, advertising and media, changes to your products, services, or pricing, new products,
product performance, competitors' actions, and international, national, and corporate events.
It is vital to have a systematic forecasting process in place that all of the departments support.
For detailed information on Call Load, ACD Handling time, Wrap Up Time parameters, see
"Forecasting terms".

4.4 Step #4 Calculate the resources required

You calculate the agent requirement in conjunction with the trunking requirement. The number
of available agents affects the likelihood and length of delay experienced by callers. The delay
affects the load trunks must carry. Because the number of available agents impacts the number
of trunks required, you calculate the agent requirement first.

The Erlang C formula uses your historical Call Load and Average Talk Time data to predict the
agent requirement for the time interval and date range in the forecast. The resultant spreadsheet
displays the Call Load and agents required across time intervals.

4.4.1 Predicting agent requirements

Agent costs account for over 60 percent of all of the contact center costs. Accurately predicting
the agent requirement, making the most effective use of agents, and standardizing and
monitoring agent activities are paramount to achieving your service objectives. Agents are your
most valuable resource: make team building and team management a high priority.

You can predict the agent requirement for your Service Level Percentage and Service Level Time
targets by applying the Erlang C equation to the estimated Call Load and Average Talk Time.

4.4.2 Understanding Erlang C

Staffing models consider important factors unique to the inbound contact center environment:

• Call arrival is random.

• Consolidating resources allows the same number of contact center agents to handle
more calls while maintaining Service Levels.
• Maintaining high Service Level targets requires staffing a large number of agents that
will be idle a significant portion of the day.

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The industry standard Erlang C equation operates on these principals. Most contact center
reporting packages use Erlang C. An Erlang measures telephone traffic, or the flow of calls and
call attempts to your contact center during a given period. One Erlang equals one hour or 60 x 60
= 3,600 seconds of telephone interaction. This could be one call lasting one hour, six calls lasting
10 minutes, or any combination of calls and call durations that equal 60 minutes. The Erlang
formulas provide a mathematical basis for making predictions about randomly arriving workloads.

Agent and delay calculations use the Erlang C equation. It predicts the resources required to
keep delay times within your Service Level objective. Three variables influence the delay time:
the number of agents, the number of waiting callers, and the average time it takes to handle each
call.

Limitations of Erlang C

Erlang C has fundamental principles that do not reflect real-world circumstances. It assumes
all of the calls reach the contact center and all of the callers wait indefinitely to reach agents.
Because Erlang C assumes no blocking or abandons, it may overestimate the agents you need.
Erlang C requires accurate information on call flow where voice messaging and call overflow are
employed, assumes your Call Load prediction is extremely accurate, and assumes you have the
same number of agents handling calls the entire half hour.

Although Erlang C has its limitations, it is the preferred planning tool as it provides reasonable
traffic estimates for contact centers that maintain good service-and few abandons.

4.4.2.1 Considerations when predicting resource

requirements
Erlang C provides theoretical numbers for staffing that you need to assess in light of the following
contact center realities:

• The contact center blocks a certain proportion of calls and some callers abandon their
calls.
• Talk time is unpredictable, and although most calls may last two to three minutes, a
few calls can last upwards of an hour.
• Agents in training may require more time to process calls.
• Agents may use wrap up (after-call paperwork) time inconsistently during busy
periods.
• Not all of the agents within an agent group are available at all times to handle calls
offered to the agent group.

Erlang C predicts staffing needs fairly accurately. However, contact centers that use skills-based
routing, overflow, interflow, and advanced routing options need to use intuition and experience in
adjusting the final numbers.

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The Erlang C formula uses your historical Call Load and Average Talk Time data to predict the
agent requirement for the time interval and date range in the forecast. The resultant spreadsheet
displays the Call Load and agents required across time intervals.

4.4.3 Performing 'what-if' scenarios

After you run a forecast, you can perform 'what-if' scenarios on the resultant data by changing
the value of forecast parameters and recalculating the results. You can enter values for the ACD
Calls Offered, average ACD Handling Time, Wrap Up Time, and Service Level Percent and
Time and recalculate the number of agents required. For example, you can reduce the average
handling time and recalculate the agents required and the calls handled across 15-minute time
intervals for the shift.

4.4.4 Understanding the relationship between agents and

trunks
You are already familiar with the terms GOS (probability of blockage) and Service Level (average
wait time).

The following definitions are essential to understanding the relationship between agents and
trunks.

Delay

Trunk calculations assume no queueing. For trunk calculations, the delay includes the time from
when a trunk picks up a call until an agent answers it.

Agent Load

The Agent Load includes the ACD Handling Time and Wrap Up Time.

Trunk Load

The Trunk Load includes the time from when a trunk picks up a call until the agent finishes
speaking to the caller and disconnects. The Trunk Load does not include Wrap Up Time.

Callers expect to have a 95 percent or better chance of obtaining a free trunk in to your contact
center, and expect to connect to an agent within a reasonable amount of time. There must be
sufficient trunks available to pick up calls, and sufficient agents available to handle the level of
traffic carried by the trunks. The more agents handling a given Call Load, the less delay callers’
experience. Callers experience a delay if there are insufficient agents available. If the delay is
considerable, calls back up and some calls do not reach the contact center.

Traffic engineering involves estimating the number of trunks and amount of communications
equipment needed to service an anticipated number of callers. It revolves around basic questions
concerning the relationships between service parameters and trunk and agent resources. How

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much traffic can a particular number of trunks handle for a particular GOS? What is the GOS
for a particular number of trunks and traffic level? How many trunks are required to handle a
particular traffic level and GOS? What is the probability of delay and length of delay experienced
for a particular traffic level and number of agents? How many agents are required to handle a
particular traffic level for a given set of delay characteristics?

4.4.5 Understanding Erlang B

Contact centers use the Erlang B equation to estimate the number of trunks required. Erlang B
assumes calls are not queued and that callers who receive a busy signal do not attempt to call
again. It can underestimate the trunks required. One Erlang equals one hour or 60 x 60 = 3,600
seconds of telephone interaction.

Predicting your trunk requirement involves

• Determining your Busy Hour Traffic (BHT)

• Deciding how many blocked calls you can tolerate, or Grade of Service (GOS)

BHT

The Busy Hour Traffic (BHT) statistic, measured in Erlangs, is the number of hours of call traffic
(or trunk traffic) you experience during the busiest hour of operation. It is important that your busy
hour figure represent the busiest Call Load your trunks will ever receive, and not just today’s
peak traffic. BHT is the (average call duration+ average delay) x calls per hour ÷ 3600. This value
represents the highest Trunk Load (occupancy) in hours.

The call center traffic is the average number of trunks busy during the hour in question. One
Erlang equals one hour, or 60 x 60 = 3,600 seconds of telephone interaction. If a contact center
experiences 6.12 erlangs (or 6.12 hours of telephone interaction) during an hour, an average of
six trunks were busy.

GOS

The Grade of Service (GOS) value is a decimal fraction. A GOS of P.02 means a caller has a two
percent chance of receiving a busy signal. Contact centers use GOS in calculating the number
of trunks required. It is important to specify a GOS that is right for you in order for the trunk
calculation to be realistic.

4.4.6 Predicting trunk requirements

The number of trunks you require reflects the level of traffic expected during your busiest hour
of operation. The busy hour is the hour during the workday in which a trunk group carries the
most traffic. You calculate the Trunk Load after you forecast the Call Load for the busiest hour
and determine the number of agents required to handle the Call Load for your Service Level
objective.

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Traffic calculators used to predict contact center resource requirements are available on the Web
from companies such as erlang.com. You can obtain basic calculators at no cost. Calculators that
display and print results or calculations made during the previous week are available at a modest
cost.

To calculate the trunks required you simply input two of the figures and calculate the third. For
example, if you know that your Busy Hour Traffic is 10 erlangs and you want to determine how
many trunks are required when two calls are blocked in every 100 call attempts, you input the
busy hour time (10) and your target rate of blocking (0.02). The calculator displays a value for the
trunks required (17).

The following figure illustrates the trunks required across a spectrum of GOS values. Whether
you chose a GOS of 0.01, 0.05, or somewhere in between these values reflects how may calls
per 100 call attempts you can afford to lose. In revenue-based contact centers minimal blocking
and delay is a priority.

Figure 6: Estimating the trunk requirement

Although some contact centers base the trunk requirement on a staff-to-trunk ratio, such as 1.5
trunks per agent, many use the Erlang B equation. Whatever ratio results will be the right one for
you.

It is better to slightly overestimate than slightly underestimate the number of trunks required:
trunks are inexpensive, compared to agent costs. You can always cancel a trunk if periodic Trunk
Load calculations show low occupancy on the trunk.

No staffing approach is absolute. You need to acknowledge the assumptions implicit in your
calculations and use common sense when estimating your resource requirements. When you
schedule resources, they must be closely monitored to ensure you are making full use of them.

4.5 Step #5 Schedule agents

Scheduling involves accurately forecasting the workload and determining which agents should
work which shifts. This has traditionally been a labor-intensive manual process for contact
center supervisors. You can schedule agents for breaks, split shifts, ACD and Non ACD work

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periods, repeating work patterns, holidays, and on call work. You can categorize agents by pay
level, overtime eligibility, skill level, employment status (part time or full time), and scheduling
preferences. Matching these shift and agent variables to the anticipated workload, and re-
allocating agents in response to employee absenteeism can be a daunting task.

Scheduling is becoming increasingly challenging, as contact centers support a wider range of

products and services, and agents require more frequent and specialized training. Advances in
technology have automated many agent tasks and have resulted in more varied and challenging
calls and responsibilities.

Accurately forecasting and building schedules that reflect the workload as it changes across
intervals for days of the week, weeks of the month, and seasons of the year is essential in
meeting your service objectives. You need a schedule that accurately matches agents to the
anticipated workload and agents who aspire to adhere to the activities scheduled.

You can track the availability and activities of agents throughout the day and verify agents are
performing the duties for which they are scheduled. Not adhering to the schedule, such as
forgetting to log out for a break, or performing Non ACD work when scheduled to perform ACD
work adversely affects your Service Level and the moral of other agents who must compensate
for the unavailable agent.

4.5.1 Understanding the Shrinkage Factor

Accurately forecasting the workload and scheduling agents to satisfy your Service Level objective
is a good start, but does not account for the activities that prevent agents from sitting at their
desks and handling telephones.

Agents scheduled for ACD work can be involved in some of the following activities:

• On a bathroom break
• Making or receiving personal calls
• Conferring with the supervisor or another agent
• On the phone with other departments
• Sending emails
• Involved in a lengthy, difficult call
• Prolonged in after-call work
• Absent due to illness or compassionate leave

To account for short-term or daily unscheduled absences, you can calculate the rostered staff
factor (Shrinkage Factor). The Shrinkage Factor is a numerical value that defines the percentage
of time agents are scheduled to work but are unavailable to handle calls. It tells you the number
of agents you must schedule in addition to the base number of agents required to meet your
Service Level.

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4.5.2 Calculating the Shrinkage Factor

You calculate the Shrinkage Factor for one or more agent groups as follows:

1. Determine the base staff forecasted by hour or half hour for the day.
2. Make a list of activities that prevent ACD agents from handling calls.
3. Add the base staff to the number of agents who are unavailable to handle calls
because they are absent, on break, at an unanticipated meeting, etcetera.
4. Calculate the Shrinkage Factor for each time interval by dividing the scheduled staff by
the base staff required to handle telephones.

The result is a set of Shrinkage Factors that represent the expected shrinkage by half hour.

See the following figure.

Figure 7: Calculating the Shrinkage Factor

You multiply shrinkage values against the base staff required on telephones when setting future
schedules. If your agent requirements vary considerably on certain days of the week, you can
calculate a separate set of Shrinkage Factors for these days. You must use your good judgment
in identifying absences that are relevant to include in your Shrinkage Factor calculations.
Anticipating higher absenteeism on Fridays and Mondays is a safe bet while factoring in daily
compassionate leave is not. As with all of the steps in contact center planning, routinely assess
the accuracy of your shrinkage predictions and adjust them as required.

4.5.3 Optimizing schedules

Now that you have adjusted your agent requirement to account for unanticipated absences, the
next step is to design a schedule that makes the most of your resources.

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The following examples illustrate ways to adequately staff a contact center without having agents
sit idle during slower periods.

Scheduling split shifts

Although not everyone likes to take a long break in the middle of a shift, for some agents split
shifts fit well with priorities outside of work. For contact centers that experience heavy call traffic
in the morning and evening, split shifts prevent overstaffing during these periods.

Staggering shifts

Staggering shifts allows you to maintain staffing levels over busy periods or periods when agents
are on breaks. For example, one set of agents could start at 8:00 A.M., a second group at 9:00
A.M., and a third group at 10:00 A.M. so the contact center is fully staffed when it starts getting
busy mid-morning. Alternately, you could schedule morning and afternoon shifts that overlap
from noon until 1:00 P.M. to enable the morning shift to break for lunch while the afternoon shift
handles calls.

Staggering breaks

Making slight adjustments to the timing of morning, lunch, and afternoon breaks has a
tremendous effect on call handling. The Erlang C equation predicts 28 agents can handle 300
calls, each lasting 280 seconds and delayed 20 seconds. (See the following figure.)

The following figure illustrates that changing the availability by one agent decreases the average
delay time by five seconds, and allows the contact center to handle 16 additional calls.

Figure 8: Staggering breaks to optimize call handling

Forecasting Non ACD work

Not all of the Non ACD work must be performed immediately. For example, call-backs to clients,
emails, and discussions with staff and supervisors can sometimes wait until less busy periods.
Forecast and schedule Non ACD work for slow times to ensure sufficient agents are available
during peak periods. Set availability priorities and regularly communicate them to agents.

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Scheduling part-time agents and agents on call

When practical, scheduling part-time agents and agents on call can be an effective strategy for
topping up your pool of available agents. Scheduling agents on call is particularly useful for days
of the week and seasons when absenteeism is noticeably higher.

4.5.4 Routing calls to optimize coverage

To optimize service, you can use the following routing strategies that involve resources outside of
the target agent group.

Overflowing calls to less busy agent groups

You can overflow calls from busy agent groups to less busy agent groups during peak periods.
You can route calls to agents who primarily perform Non ACD work but act as reinforcements
during busy periods, and to supervisors.

Employing call-back messaging

You can program the ACD to forward calls to voice mail so callers can leave messages instead of
waiting for live agents. Call-back messaging helps to balance agent workloads between peak call
periods and slow periods.

Contracting calls to customer care bureaus

Contracting calls is a growing industry. During peak periods, you can route simple, routine calls
externally to customer care bureaus. Service bureaus collaborate with contact centers to set up
scheduling and monitoring practices, and train agents to handle calls that vary in complexity.

Employing ACD enterprise call routing

Contact centers that provide extended, or around-the-clock service, can interflow calls to other
sites. For example, you can interflow mid-day calls received by a busy center in San Francisco
to agents working the late-afternoon shift at a center in Philadelphia. This optimizes call handling
without scheduling additional agents.

4.5.5 Scheduling considerations

Scheduling should be a collaborative effort. Agents have schedule preferences, and want to
know when they are working well in advance. Agents are more likely to adhere to schedules if
they are involved in defining the conditions of schedule adherence and non-adherence, and in
other areas of the planning process.

Producing long-term schedules is less efficient than producing monthly schedules, as contact
center conditions and agent availability are continually changing. Short-term scheduling is more
accurate, but less popular with agents. It is important to find a good balance.

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Measuring scheduling accuracy

You can measure the effectiveness of your scheduling process. Create a line graph of the
Service Level for each half-hour interval for each day over the past week. Draw a horizontal
line across the graph to indicate your service objective. Look for inconsistencies in the service
provided for different time intervals across days, and how far you stray from your service
objective.

If the Service Level is erratic, you may have enough resources in place, but they may not be
consistently available to handle calls. If the Service Level is inconsistent at certain time intervals
across the week, or you are not meeting your Service Level objective, investigate to see if you
are adequately staffed at these times and are making the best use of resources. Try to assess
how consistently the agents are responding to real-time information displays. Determine if they
are restricting Non ACD activities to slow periods and adhering to the schedule.

Scheduling agents with workforce management tools

Workforce management tools assist you in scheduling agents for work and holiday periods.
Many packages offer an integrated forecasting component that uses historical data to partially
automate the scheduling process for established agents. Scheduling is not entirely automated:
you must tweak agent schedules and enter shift and agent variables for agents manually.

4.6 Step #6 Determine contact center costs

An effective budget conveys what is currently happening in the contact center, projections for the
upcoming year, and business objectives. It is important to highlight the trade-offs between the
service provided to callers and costs to the organization by developing at least two budgets that
reflect different scenarios.

You need to provide a clear indication of how the money is being spent, what you are doing
to reduce or curb spending, and what equipment is required to meet service objectives and
expected growth over the next year. Budgeting is on-going process that needs continuous
refinement.

4.6.1 Breaking down expenses

The costs associated with contact center operations include

• Loaded labor costs

Loaded labor costs include wages, fringe benefits, and facilities, and account for over 60
percent of contact center costs. This is a significant cost and underlines the importance of
accurate forecasting and scheduling.

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 • Equipment and automation costs

Equipment and automation costs include the cost of the telephone system, computer systems,
and furniture, and account for about five percent of total expenses.
• Transmission costs

Transmission costs include costs incurred for voice (telephone lines) and data transmission,
and account for 25 to 30 percent of contact center costs. Transmission costs have decreased
considerably in the past few years and are continuing to drop. In revenue-based contact
centers, toll-free lines cost approximately 15 cents per minute, or nine dollars per hour, per
line.

The following statistics help you breakdown and analyze your contact center costs:

• Cost of Delay

When insufficient agents are available to handle a given Call Load, the delay increases as
does the Trunk Load. Calls are queued. For toll-free services each call delayed in queue is a
cost to the organization. You are charged for the toll-free service from the time a trunk picks
up a call until an agent completes the call and hangs up. The expense of queueing callers is
known as the Cost of Delay. Staffing affects toll-free service costs: if insufficient agents are
available and the Service Level is continually low, network costs will be high. You need to
consider the Cost of Delay when estimating the agent requirement, and closely monitor it.
• Cost per Call

You use a cost-per-call analysis to measure contact center profitability and performance.
The cost per call measures labor, communication, and equipment costs against the revenue
generated. You calculate it by dividing the total cost by the total calls for a particular period of
time.
• Average Call Value

You use the Average Call Value in revenue-based contact centers. You calculate it by dividing
the total revenue by the number of calls received for a given period. Sales and reservations
environments use the Average Call Value. The value of each call is balanced against the
service provided to customers.

4.6.2 Anticipating growth

Predicting company growth is a challenging and essential aspect of contact center costing.
Growth predictions impact budgeting considerations and must be clearly communicated to senior
management. It is useful to map out your projected costs and time frames for the upcoming year
and substantiate them with statistics and graphs. Determine when and how many resources you
require, and lead-time issues.
 System Administrators - Installing,
configuring, and maintaining a 5
multimedia contact center
• Upgrading your multimedia contact center to MiContact Center Business version 9.4.1
• Configuring your multimedia contact center
• Configuring Multimedia Contact Center web features
• Multimedia routing using visual workflows
• Managing Ignite
• Fax and Historical SMS limitations

System Administrators are responsible for upgrading their contact center to the latest release and for
configuring all devices to ensure the business can run smoothly and efficiently.

MiContact Center version 7.0 introduced a new multimedia contact center product that eases
configuration. Routing of contacts is optimized through the use of visual workflows. Visual workflow
configuration presents contact routing elements in an intuitive user interface. Using a drag and drop
process, workflows can be customized to suit the individual needs of your contact center.

Note:

• As a best practice, system administrators should always apply the latest Windows
component updates are to all servers and client machines. For more information on
updating Windows products, consult Microsoft documentation.

5.1 Upgrading your multimedia contact center to MiContact

Center Business version 9.4.1
The following versions are supported for upgrade to Version .9.4.1:

• Version 9.3.x
• Version 9.3
• Version 8.1.x
• Version 8.0.x
• Version 7.1.3.3

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When upgrading from MiContact Center version 7.x or 8.x or 9.x to MiContact Center Business
version 9.4.1 cases are automatically created for emails (beginning with the most recent email
and ending with the oldest email). Emails that are associated to a particular customer interaction
are grouped within a single case to consolidate information.

In addition, contact information based on historic emails is added to the MiContact Center
Business database. For MiContact Center version 8.1 customers who implemented the Omni
Channel Tech Preview cases are also created for SMS and Chat during an upgrade to MiContact
Center Business version 9.4.1.

5.1.1 Upgrading - A simplified process

Version 7.0 introduced Simplified Configuration, a tool designed to ease the upgrade process and
limit manual intervention while ensuring your existing configuration of agents, employees, and
queues remains intact.

Simplified Configuration reduces Multimedia Contact Center setup time significantly but requires
that the voice only portion of the system be configured first. The voice organization is used by
Simplified Configuration as a template for enabling multimedia functionality.

The Simplified Configuration process creates Unified Queue Groups, which are used to organize
queue and agent groups by the service for which they answer contacts. For example, a Unified
Queue Group for the Sales department would contain only those queue and agent groups that
handle Sales related contacts, either by email, chat, SMS, or open media. Unified Queue Groups
are based on a service group, not on the media type handled. Unified Queue Groups can contain
queues of any supported media type. Agent groups can contain agents of any supported media
type.

Note:

The Simplified Configuration feature is not available in the Version 8.0+ installer. Using this
feature decreases the time spent upgrading and simplifies multimedia device configuration by
auto-creating devices based on the current setup for voice. Upgrading from Version 6.0.3.0 to
Version 7.1 before upgrading to Version 8.0+ enables you to take advantage of the Simplified
Configuration option in the Version 7.1 installer.

5.1.2 Upgrade scenarios

This section of the guide describes upgrading from either a voice-only contact center or a contact
center that is enabled for both voice and multimedia.

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5.1.3 Upgrade methods

You can choose to either upgrade directly onto your current system or provision a new server and
upgrade in a side by side fashion.

5.1.3.1 Direct upgrades

Direct upgrades are supported when upgrading from Version 7.0.x, or 7.1.x, or 8.0.x to Version
8.1.

Due to the significant architectural changes introduced in Version 7.0, we strongly recommend
using a side by side migration method when upgrading from Version 6.0.3.0 to Version 7.1. This
will help ensure a smooth transition as well as reducing setup time and minimizing downtime
during and following the upgrade.

If you choose to upgrade on top of an existing Version 6.0.3.0 server, please note the following:

In a direct upgrade, Version 7.1 is installed onto your existing Version 6.0.3.0 server. This method

In a direct upgrade, there are post-upgrade steps that must be completed before you will regain
full Multimedia Contact Center functionality. Multimedia Contact Center functionality is lost while
you configure your new email settings. See "Creating mail servers" and "Configuring the email
media server" for more information. If your contact center hosted chat configuration files on
your corporate web server, you must enable chat to use them. See "Hosting chat files on your
corporate web server" for more information.

If you currently use Multimedia Contact Center and choose to upgrade using your existing
Version 6.0.3.0 server, you will be given the choice during the upgrade to either migrate your
existing multimedia configuration or program the new multimedia portion of the software
manually. Programming the multimedia software manually enables you to take advantage of the
configuration options included with Version 7.1.

5.1.3.2 Side by side Migration

In a side by side migration, a new Enterprise Server is created, separate from the current
production Enterprise Server. This recommended practice facilitates thorough testing and staged
client updates and supports rollback, if required, by retaining the old platform.

A side by side migration carries the lowest level of risk in upgrading but may require purchasing
additional hardware depending on your current configuration.

Additional licensing is not required when running a second Enterprise Server for the purposes
of migration or to create a sandbox environment. To mitigate risk, consult a certified technician
before configuring a second server. Once a license has been migrated, support will be provided
for the latest release only. Support will not be provided for the older server with the previous
release or the sandbox server.

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A side by side migration is strongly recommended when upgrading an environment that currently
uses voice and other media types. With a direct upgrade, Multimedia Contact Center functionality
is lost while you configure your new email settings. In a side by side migration, where you install
the new version on a new server, this situation is mitigated. There is only a temporary loss of
functionality when you move your live data from the old system to the new system.

In a side by side upgrade, contact centers must implement a new version 8.1 Chat or Contact
Us configuration using the new files in version 8.1 and add their previous chat and Contact Us
settings to the 8.1 files. For information on Chat and Contact Us configuration, see "Enabling
chat" and "Enabling Contact Us".

After restoring the configuration backup to the new server, data collection, synchronization, and
voice contact control on the production PBXs begins. This ensures a minimal gap in reporting
data. If the data directory is copied and the database restored outside of business hours, there is
no reporting data gap.

Synchronization is enabled and changes to the telephone system will be reflected in both
the new and production servers after the maintenance cycle or upon completion of a manual
summarization. If write back is enabled, settings take effect on the other server only after
synchronization is complete.

We recommend testing your new configuration by creating a test email queue, a test chat queue,
a test SMS queue, and a test agent on the new server and validating that email, chat, SMS, and
open media are being correctly routed to queues and agents. Run reports to verify accuracy.
Confirm that email aliases or distribution groups and URL redirects for chat have been correctly
implemented.

In a side by side migration, once the new server is installed and all of the devices configured
we recommend you then proceed to upgrade one client and ensure the system is functioning
correctly before upgrading all other clients. If you choose to upgrade on top of your current
system, the clients are automatically updated during the upgrade process.

Consider the following notes regarding a side by side migration:

• By default, MiVoice Business supports three ACD and three SMDR connections
to the same PBX. The existing system and the new system use one ACD and
one SMDR connection each. When migrating servers, data collection will resume
on the new server upon restoration of the configuration backup. As a result, two
connections to the SMDR and ACD ports will be used until one of the servers has
been decommissioned. Ensure the number of connected devices to these ports does
not exceed three per IP port.

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Note:
MiVoice Business supports 3 ICP connections by default, but the number of
supported ICP connections can be increased. Exceeding the number of supported
connections will impact the collection of data on the server.

• When using voice contact control through MiContact Center Business for business
hours queues may be closed by the new server if business hours are reconfigured.
To ensure no voice contact control is performed until testing or migration, stop the
MiContact Center Business MiTAI Proxy Server service on the Enterprise Server.
• You must ensure queue schedules are identical on both systems.
• Reporting discrepancies can occur due to differences between software versions or if
data collection is interrupted.
• IVR Routing services must be shut off on the new server until you are ready to switch
over or assign new ports.

For more information, see https://mitel.custhelp.com/app/answers/answer_view/a_id/1011100/loc/

en_US.

5.1.4 Multimedia Contact Center Backup and Restore

Recommendations
We recommend backing up Enterprise Server data on a regular basis as a preventive measure in
case of events that could cause loss of data and necessitate system restoration. The frequency
of backups depends on how important the data is to your business. If losing one week of data
is acceptable, then backing up once a week is sufficient. If losing more than one day of data is
unacceptable, then a daily backup strategy should be implemented.

Note:

We strongly recommend storing backup files in a location outside of the Enterprise Server in
order to maintain essential data in the case of a hardware failure or catastrophic event.

The following data files must be considered:

• YourSite Database configuration data files – These files contain all device
configuration for your contact center (including IVR Routing and Multimedia Contact
Center workflows and prompts) and are backed up automatically during nightly
maintenance. They are located in the SQL Server database as part of the CCMData
files. During nightly maintenance, the data is backed up as an .xml file and retained

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for the last 30 days, enabling you to restore a previous configuration if necessary. You
can also backup configuration data manually using the Backup and Restore Wizard in
Contact Center Client.
• Raw data files – These files contain all raw data from the media servers,including
ACD and SMDR historical data and a flat file multimedia repository for all media,
excluding voice. The multimedia repository stores multimedia messages and SMS and
chat transcripts. These files are not backed up during nightly maintenance and must
be backed up manually using your corporate backup solution.
• Reply template data files – These files include the packaged responses for email,
chat, SMS, and open media. The reply template data files from the default folder and
all user-specified folders are backed up automatically during nightly maintenance.
Reply template data files are also included in manual backups using the Backup and
Restore Wizard in Contact Center Client.
• SQL Server data files (CCMData and CCMStatisticalData) – The data that is
stored in the SQL Server database is not automatically backed up during nightly
maintenance. Consult Microsoft documentation for more information regarding backup
and restore processes.

Following is a list of folders and locations for data that should be backed up using your corporate
backup solution. Suggested backup tools include Symantec Backup Exec and Microsoft System
Center Data Protection Manager:

• Configuration backups: drive:\Program Files (x86)\Mitel\MiContact Center Business

\BackupFiles

This folder contains the nightly .xml backups of configuration data and IVR Routing
and Multimedia Contact Center workflows and prompts that are created during nightly
maintenance.
• Raw data: <drive>:\Program Files (x86)\Mitel\MiContact Center Business
\DataDirectory

This folder stores all raw data from the media servers. Using this data you can re-summarize
your raw data to enable reporting. This folder also contains the multimedia repository for all
media, excluding voice.

To restore your system with the backed up data, you must stop the MiContact Center Business
services and use the backup tools to restore the folders that you previously backed up. After
these folders have been restored, restart the MiContact Center Business services. For more
information, see "Restoring telephone system and configuration data".

5.1.5 Pre-upgrade notes and planning

Version 9.2 is supported for use with 64-bit server-side and client-side Operating Systems.

Some manual device configuration is required for those devices that were introduced in version
7.0 and version 8.1. We recommend you gather the following information before beginning the
upgrade process:

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• Mail server name

• IMAP port information for the mail server
• Email username and password for each mail server
• SMTP Server for email replies
• Chat URL (the public URL used to request a chat)
• Twilio SMS phone numbers, Account SID, and Account Authentication for SMS media
servers
• Interflow configuration if required
• Customized in business or out of business auto-acknowledgment messages

CRM 2007 is not supported with version 9.1. If workflows contain Execute activities that point
to CRM 2007, the preinstall checker will stop the upgrade. Microsoft CRM 2011 and 2013 are
supported for use with Mi Contact Center Business version 9.1.

Prior to upgrading, we recommend you consider the following regarding chat:

• Choose the corporate web pages on which you want the Contact Us page to display

• Determine what service(s), contact information, and business hours to display

• Determine whether a chat request from this page needs to route to a specific queue
• Customize the page to suit the look and feel of your current website
• Before upgrading, integrate the chat request(s) and/or the Contact Us page onto your
corporate website. We recommend setting up a temporary chat unavailable page, as
chat will be unavailable during the upgrade.

5.1.6 Hardware and software server and client

specifications
For information regarding hardware and software server and client specifications, and for
information regarding virtualization support, see the MiContact Center Business and MiVoice
Analytics System Engineering Guide .

5.1.7 Upgrading a voice-only system

When upgrading a voice-only system, your current voice organization forms the basis for adding
multimedia. The employees, queues, and agent groups within your voice organization are
extended to handle multimedia.– in version 7.0 and 7.1 this includes email and chat. Support for
SMS was added in version 8.1.

Employees handling inbound interactions for each service organization can be enabled to handle
email, chat, SMS, and open media. Agent groups handling interactions for a service organization
can be expanded to handle email, chat, SMS, and open media for the same service. Each
voice queue representing a service organization will be contained within a Unified Queue Group
to which email, chat, SMS, and open media queues are added. The Unified Queue Groups

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represent each service organization and route any media inbound interaction intended for that
particular service.

Note:

Unified Queue Groups are optional. You can alternatively use standard queue groups,
depending on your business organization and needs.

The following steps must be followed to successfully upgrade a voice-only system:

1. Adhere to all pre-upgrade planning notes.

See "Pre-upgrade notes and planning".

2. Ensure all hardware and software specifications are met for the server and clients.

See the MiContact Center Business and MiVoice Analytics System Engineering Guide for
specification details.
3. Migrate SQL databases. (Side by side migration method only)

See "Migrating SQL databases".

4. Back up telephone system and configuration data.

See "Backing up telephone system and configuration data".

5. Install MiContact Center Business version 9.2 on the Enterprise Server.

See "Enterprise Server installation".

6. Restore telephone system and configuration data.

See "Restoring telephone system and configuration data".

7. Configure the multimedia system: Create mail servers, add email media servers, add
chat media servers, add SMS media servers, enable employees for multimedia, define
employee Workload, add agent groups and set default login agent group presence,
add multimedia queues, create queue groups, modify default inbound, response, and
Inqueue workflows, and convert to visual workflow routing.

See "Configuring a multimedia system".

8. Install client applications on employee desktops.

See "Installing client applications".

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5.1.7.1 Migrating SQL databases

Please note that this section relates only to a side by side migration upgrade method.

Before upgrading, we recommend migrating the SQL databases, CCMdata and

CCMStatisticalData, to the new server. By doing so, the installation configuration wizard will
update the database schema when the new software version is installed.

Migrating the SQL databases enables you to preserve your previous reporting data. If you do not
migrate the SQL databases, a new database will be created to which you can copy over the raw
data, restore the database from the backup files, and, then, re-summarize the data. However, the
data you will be re-summarizing will be for the current configuration so the reporting data may not
match that of your previous system.

The two most common methods for migrating SQL databases are:

• Dropping the database files from the SQL instance and making a physical copy of
the .mdf and .ldf files
• Using SQL Server Management tools to generate backup files or scripts

See the applicable Microsoft documentation for more information on migrating SQL databases.

To migrate SQL databases

1. Copy the SQL database .mdf and .ldf files or use MS SQL Server Management tools
to make backup files or scripts.
2. Provision a new SQL server or new instance of SQL server.
3. Restore the SQL databases to the new SQL server or instance of SQL server.

5.1.7.2 Backing up telephone system and

configuration data
Before installing the new version of software on the designated new server, you must back up
telephone system and configuration data on the old Enterprise Server. If you are installing on
top of an existing Enterprise Server, store the backup files in a location outside of the Enterprise
Server in order to maintain essential data in the case of a hardware failure or catastrophic event.

The Enterprise Server configuration backup includes configuration items such as employees,
agents, agent groups, queues, and security roles.

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Note:

You must be licensed as a System Administrator to back up telephone system and

configuration data.

To back up telephone system and configuration data

1. In Contact Center Client, click Tools > Management.

2. In Management Console, click Configuration > Back up/Restore configuration
data.
3. Select Back up and click Next.
4. Next to Save, click the drop-down button and select Save as.
5. Select a location to save the file and click Save.
6. Close the View Downloads window and, in the Backup and Restore Wizard, click
Finish.

A .zip file is created that contains an XML file with the entire configuration. The file size
will vary depending on the amount of data that needs to be backed up, but will typically be
between 1 and 20 MB. This .zip file name contains the date on which the file was created. For
example, a backup file created on June 24, 2015 will contain ‘20150624’.

5.1.7.3 Enterprise Server installation

Upgrade to the current version on an existing MiContact Center Business server (on-premise
upgrade), or Install the current version on a designated new server and migrate the data (side
by side upgrade). See the 'Enterprise Server Upgrades' section in the MiContact Center Business
Installation and Administration Guide.

5.1.7.4 Restoring telephone system and

configuration data
After installing the new version of software on the existing Enterprise Server (direct upgrade)
or on the designated Enterprise Server (side by side upgrade), restore the previously backed-
up data from the location where it was stored (direct upgrade) or from the old server to the new
server (side by side upgrade).

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Note:

Remote restores are not supported.

To restore telephone system and configuration data

1. In Contact Center Client, click Tools > Management.

2. In Management Console, click Configuration > Back up/Restore configuration
data .
3. Select Restore.
4. To restore a file from the server backup directory, select from the server backup
directory, select a file, and click Next.
5. To restore a file saved to another location, select from this file > Browse, open the
backup file, and click Next.
6. When prompted to restart Contact Center Client, click Yes.
7. Optionally, you can synchronize the Enterprise Server’s IP address and computer
name after restoring data. Do so by selecting the appropriate check box and entering
the Enterprise Server’s IP address in the field provided.

After restoring a backup, check the IP addresses configured in YourSite Explorer and the
computer names associated to all media servers to ensure the local media servers are set to the
local server name and remote collectors are also set correctly.

5.1.7.5 Configuring a multimedia system

To enable your voice-only contact center to handle other media types, you must configure
devices and components within YourSite Explorer in the following order:

1. Create mail servers

2. Add email media servers
3. Add chat media servers
4. Add SMS media servers
5. Add open media media servers
6. Enable employees for multimedia
7. Define employee Workload
8. Add agent groups and set default login agent group presence
9. Add multimedia queues
10. Create queue groups

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11. Modify default inbound, response, and Inqueue workflows

12. Convert to visual workflow routing

5.1.7.5.1 Creating mail servers

Email media servers require one or more mail servers to be configured. A mail server is used
to receive and send mails to the corporate mail server and defines the IMAP connection to a
single email account. Email aliases or distribution groups, depending on the mail server type, are
used to associate multiple email addresses for the contact center to a single email account. This
minimizes the number of mail servers required.

After creating a mail server, we recommend using the test button to verify both the SMTP and
mail server are connected.

For more information and configuration details, see "Integrating Multimedia Contact Center with
mail".

5.1.7.5.2 Adding Email media servers

Media servers must be created for each media type supported by your contact center. Optionally,
each media server is assigned a default Inbound workflow that you configure to route inbound
interactions to designated endpoints.

For media server configuration details, see "Adding email to Multimedia Contact Center".

5.1.7.5.3 Adding Chat media servers

Media servers must be created for each media type supported by your contact center. Each
media server is assigned a default Inbound workflow that you configure to route inbound
interactions to designated endpoints.

Chat media servers require the chat server URL and auto-response username to be specified.
The chat server URL is the public URL invoked when a customer requests a chat. When a chat
server URL is configured, the system performs an auto test to determine if the URL redirect is
properly configured.

For more information and configuration details, see "Adding chat to Multimedia Contact Center".

5.1.7.5.4 Adding SMS media servers

Media servers must be created for each media type supported by your contact center. Each
media server is assigned a default Inbound workflow that you configure to route inbound
interactions to designated endpoints.

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To send and receive SMS interactions, SMS media servers require an SMS Gateway Provider.
Multimedia Contact Center supports Twilio as an SMS Gateway Provider. You must have a Twilio
account to add SMS handling capabilities to Multimedia Contact Center.

For more information on integrating with an SMS Gateway Provider, see "Integrating Multimedia
Contact Center with an SMS Gateway Provider". For information on configuring an SMS media
server, see "Adding SMS to Multimedia Contact Center".

5.1.7.5.5 Adding open media media servers

Media servers must be created for each media type supported by your contact center. Each
media server is assigned a default Inbound workflow that you configure to route inbound
interactions to designated endpoints.

For media server configuration details, see "Adding Open Media to Multimedia Contact Center".

5.1.7.5.6 Enabling employees for multimedia

You enable employees for multimedia by assigning the appropriate licensing and adding
multimedia capabilities to existing voice-only employees.

For additional information and configuration details, see "Adding multimedia capabilities to
employees".

To enable employees for multimedia

1. Use the multi-select method to select the employees who will be upgraded to
Multimedia Contact Center licensing.
2. Click the General tab and enable employees for the media their agents will support.

Additional agents are created for the media specified. The agent uses the same name and
reporting number as the employee.

Agents that are newly created in the Employee device page will only be added to the
employee's agent group if the employee's agent groups are enabled for the relevant media
type and the Unified Queue Group Wizard is used.
3. Click Save.

5.1.7.5.7 Defining employee workload

A Workload descriptor, which determines the number and type of media interactions that can be
pushed to an agent at any one time, must be assigned to each employee. If needed, refer to the
notes regarding contact priority and Smart Algorithms that you were advised to make in the pre-
upgrade notes and planning section of this document as a guide when defining Workloads.

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During the upgrade, default Workloads are created and assigned to existing employees who
are licensed for Multimedia Contact Center. Newly created employees must have Workloads
manually assigned to them. You can also choose to create customized Workloads and assign
them to employees, rather than using the included, default Workloads.

For information on defining employee Workload, see "Managing Employee Workload". For
information on configuring Workloads, see "Configuring Workload".

5.1.7.5.8 Adding agent groups

No additional agent groups are required to enable voice-only employees for multimedia. As part
of Simplified Configuration, existing voice agent groups are automatically enabled for multimedia
during the upgrade, if the Unified Queue Group Wizard is used.

If you have agents who handle non-voice media interactions only, you will need to add agent
groups accordingly.

You add agent groups and then associate employees to these groups.

Agent group presence, previously only available to voice agents, is now also available for
multimedia agents. Agents and supervisors can adjust a member’s presence in an agent group.
By default, on login, agents are present in all of their agent groups. You can adjust this setting
in the Agent group device page of YourSite Explorer. See "Managing agent group membership,
presence, and skill level".

For more information and configuration details, see "Adding agent groups" in the 'Configuring
your multimedia contact center' section of this guide.

5.1.7.5.9 Adding multimedia queues

When you create a multimedia queue, it is automatically associated to the existing media server
for that media type.

If you use the Unified Queue Group Wizard, you do not need to add multimedia queues. Voice
queues will be used by the Unified Queue Group Wizard as the basis for creating Unified queue
groups that will handle all inbound interactions for a service group.

For more information and configuration details, see "Adding multimedia queues" in the
'Configuring your multimedia contact center' section of this guide.

5.1.7.5.10 Creating queue groups

Administrators can group queues for common purposes. There are three kinds of queue groups
available: Reporting, Mitel Virtual, and Unified Queue Groups.

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Unified Queue Groups are used to enable the media queues for a service organization to be
grouped together. They are called ‘Unified’ Queue Groups because they unify a group of media
queues, for example, email, chat, SMS, and open media, that handle interactions for a service
group (i.e., Sales or Customer Support) within a business.

The Unified Queue Group wizard uses current voice queues to represent the service groups
that will be expanded to handle multimedia. The System Administrator is asked to select voice
queues and the media types that are to be enabled in the organization. The wizard then uses the
voice queue name and reporting ID to create media queues, with the same name and reporting
ID, and groups them into a Unified Queue Group. Each media queue is assigned a default
Inqueue workflow.

Note:

• Unified Queue Groups are restricted to one media queue for each type of media.
• Individual queue priorities are used to specify the priority for media and queue
routing. The default priority assigned is 64.
• Default Inqueue workflows have four levels of offer to agent group activities (to
support multiple overflow conditions). The wizard populates the default Inqueue
workflows with the same agent group order used by the voice queue member of
the Unified Queue Group.
• Unified Queue Groups are optional. If you choose not to use them, then you must
create individual email, chat, SMS, and open media queues and enable agent
groups for multimedia.

For more information and configuration details, see "Adding queue groups".

5.1.7.5.11 Modifying default Inbound, Response, and

Inqueue workflows

Note:

There is no default email response workflow.

During the upgrade, a default response workflow is assigned to relevant media servers. Default
Inqueue workflows are assigned to each media queue. You can choose whether to enable default
Inbound workflows on the Media Server configuration page in YourSite Explorer.

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The default workflows must be modified after the upgrade, as follows:

• Typical Inbound workflow modifications include:

• Emails: modifying the email address and destination queues

• Chat: modifying the queue ID and destination queues
• SMS: No modifications are required, but queue ID and destination queues can be
modified
• Typical Response workflow modifications include:

• Sending chat transcripts to clients

• Typical Inqueue workflow modifications include:

• Associating the handling agent groups to the queue

• Customizing the auto-acknowledgment messages

For more information, see "Multimedia Contact Center default workflows".

5.1.7.5.12 Converting to visual workflow routing

When upgrading from version 6.0.3.0 to version 7.1, you have the option of converting to visual
workflow routing. Visual workflow routing directs incoming interactions to queues and agent
groups via routing rules, which are determined by Inbound and Inqueue workflows.

The first step in converting to visual workflow routing is enabling inbound routing for your media
servers. Enabling inbound routing associates the appropriate default Inbound workflow to the
server. Administrators can modify these default workflows to suit the contact center’s needs.

The following explains how to convert to visual workflow routing by enabling the Inbound Routing
tab on YourSite Explorer’s Media Servers page. For more information on working with visual
workflows and applying routing rules to interactions, see:

• "Multimedia routing using visual workflows"

• "Multimedia Contact Center default workflows"

Note:

If version 6.0.3.0 customers upgrading to a version 7.1 system do not convert to visual
workflow routing via the following procedure, multimedia interactions will continue to route
directly to queues without routing rules applied through Inbound workflows. In cases where
inbound interactions have multiple addresses in the To and/or CC fields, the interaction will
only be routed by the first address in the To field.

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To apply inbound routing rules to interactions

1. Select Multimedia > Media servers and select the media server.
2. Click the Inbound tab.

The default Inbound workflow will be applied to your media server.

Note:

If you do not want to convert to visual workflow routing, do not save the media server.

5.1.7.6 Installing client applications

Before performing client installations, ensure the hardware and software requirements are
met. See the MiContact Center Business and MiVoice Analytics System Engineering Guide for
specification details.

5.1.7.6.1 Running the Client Role Selector and

installing Ignite (DESKTOP)
The MiContact Center Business client installation includes the Client Role Selector. Within the
Client Role Selector, you choose the applications and components of MiContact Center Business
that you want to install on the desktop. In order to install Ignite (DESKTOP), an application that
enables employees to handle multimedia interactions, you must select it from the list of available
options in the Client Role Selector window.

5.1.7.6.2 Removing Multimedia Contact Center

WebChat Server software
If chat was supported in your Version 6.0.3.0 Multimedia Contact Center environment, remove
the WebChat Server software that was previously installed on the corporate Web server.

5.1.7.6.3 Bringing the system online

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Note:

This section is only applicable if you are upgrading from Version 6.0.3.0.

Create a test email queue, a test chat queue, a test SMS;queue, and a test agent on the new
server and validate that email, chat, SMS, and open media are being correctly routed to queues
and agents. Run reports to verify accuracy. Confirm that email aliases or distribution groups and
URL redirects for chat have been correctly implemented.

Before moving to the new system, advise agents to complete all outstanding items on the old
system. Advise agents to empty their public folders.

When moving email addresses from your old server to the new server, we recommend you
enable email addresses one at a time, beginning with those that experience the lowest traffic.

Mail-disable the email address from the existing public folder. Add the address as an alias or
distribution group to the generic email address inbox that your mail server is pulling from in the
Version 8.1 environment. Continue with this process until all email addresses have been enabled
in the new system.

Note:

When you mail-disable the email address in the public folder, mails will not be delivered and
mail senders will receive an undeliverable message until the email address has been created
in the new system as an alias or distribution group.

Optionally, you can similarly migrate the chat items. We recommend you do so in a staggered
fashion by only exposing the request to chat from the corporate Web page for a specific service
group. We also recommend that, during migration, you add a maintenance message that
explains chat is temporarily unavailable.

Deploy the updated corporate Web pages with the Contact Us page on the corporate website.
Remove the chat temporary unavailable page.

Disable the old system and instruct agents to log onto the new system.

5.1.7.6.4 Exchange Server migration

recommendations

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Note:

This section is only applicable if you are upgrading from Version 6.0.3.0.

Support is provided for migrating the Exchange repository to the new flat file repository. This
migration is expected to take a significant amount of time and is dependent on the amount of
data to be migrated. This migration can occur after the new system is operational. After migrating
to the flat file repository, stopping and restarting the Storage Service is required and will tag new
entries for the search tool.

Note:

Due to Windows' limitations, you will be unable to migrate emails whose file names exceed
260 characters.

Migrating data will break the link with real-time data and preferred agent status for any contacts
from before the upgrade will be lost. The migrated data will be fully indexed and searchable. To
associate an agent to a reply will require a manual search of SMDR records.

There are several possible, existing Exchange Server deployment scenarios to consider when
upgrading. The high level upgrade steps are similar regardless of the version of Exchange
currently being used. See the following table for a description of four possible migration
scenarios.

Note:

For minimum downtime, we recommend migrating email addresses after all installation and
configuration is complete. In that way, when you mail-disable the public folders and add
email addresses, as aliases or distribution groups, agents will be already be configured and
prepared to answer emails in the new system.

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Table 1: Exchange Server migration recommendations

Exchange Server deployment During Post-upgrade

scenario migration

Exchange is installed on its own Leave the Decommission the Exchange

server and is not collocated with Exchange Server Server. It is no longer required.
MiContact Center Business. intact. The public folder structure can be
This Exchange Server is only migrated to any other public folder
used to host public folders for the store using public folder replication.
Multimedia Contact Center.

Exchange is installed on its own Leave the Leave the Exchange Server intact
server and is not collocated with Exchange Server for corporate use.
MiContact Center Business. This intact.
Exchange Server is used for
corporate and Multimedia Contact
Center data.

Exchange is collocated with A new server Decommission the Exchange

MiContact Center Business and should be built Server. It is no longer required.
is only used to host Multimedia for MiContact The public folder structure can be
Contact Center data. Center Business migrated to any other public folder
Version 7.1. store using public folder replication.
The Exchange Uninstall the MiContact Center
Server should Business software.
be left intact
with MiContact
Center Business
installed as a part
of the rollback
plan.

Exchange is collocated with A new server Leave the Exchange Server

MiContact Center Business and is should be built intact for corporate use. Uninstall
used for corporate and Multimedia for MiContact the MiContact Center Business
Contact Center data. Center Business software.
Version 7.1.
The Exchange
Server should
be left intact
with MiContact
Center Business
installed as a part

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Exchange Server deployment During Post-upgrade

scenario migration

of the rollback
plan.

High-level migration steps for the Exchange Server are as follows:

• Stop and disable the Mi Contact Center Business Services on the Exchange Server
(Setup and Objects service).
• Create a new mailbox on the mail server that is going to host the new Multimedia
Contact Center mailboxes.
• Use a primary SMTP address that does not match any of the queue’s SMTP
addresses.
• Using the Exchange Public Folder Management Tool, mail-disable all of the Queue
Public Folders.

Note:

When you mail-disable email addresses in the public folder, mails will not be delivered and
mail senders will receive an undeliverable message until the email addresses have been
created in the new system as an alias or distribution group. We recommend you disable
email addresses one at a time to minimize disruption.

Create a distribution group containing email addresses used to route to queues.

Distribution Groups are recommended in order to associate multiple email addresses to a single
mailbox. It may take up to 15 minutes before the email addresses are available.

Enable the IMAP service and set it to automatic startup on the CAS server that is servicing the
new mailbox.

5.1.8 Upgrading a system that currently includes voice and

multimedia
This section describes upgrading an existing voice and multimedia contact center to version 9.2.

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5.1.8.1 Installation options

In Version 6.0.3.0, service groups are organized using unique agent groups per media type. As of
Version 7.0, Unified Queue Groups can be created for each service organization. Unified Queue
Groups can contain queues for each media type and a single agent group assigned to all of the
queues. During the upgrade this reorganization does not happen automatically.

At the beginning of the upgrade from Version 6.0.3.0 to Version 7.1, the install wizard offers
the option of the recommended normal upgrade or manually creating your Multimedia Contact
Center Version 7.1 configuration from scratch. Read further to learn about the advantages of
each choice.

If you select the recommended normal upgrade option, the installation wizard will not attempt
to create new agent IDs, agent groups, and queues. Such configuration must be done
following the upgrade. The advantage of choosing manual configuration is that it enables
you to use the Simplified Configuration tool. Simplified Configuration eases the configuration
process by creating blended queues and agent groups around each service group. It uses the
already existing voice system as a base from which to enable multimedia. After the Simplified
Configuration process is complete, each service group in the organization will have a Unified
Queue Group that contains the media queues supporting the service group and a blended agent
group(s) containing all of the employees who provide support for the service group. If another
media type is required for a service group, another media queue can be added to the Unified
Queue Group and the employees who are members of the agent group can be enabled for the
additional media type.

CAUTION:

We do not recommend manually upgrading as doing so requires devices to be reconfigured.

If you choose to upgrade manually instead of auto-upgrading, your existing devices will be
designated as historical and you will need to create new ones.

If you select to manually configure your Multimedia Contact Center, all of your existing devices
will be designated as historical. New agent devices, agent groups, and queues will be auto-
created to align as well as possible with your pre-existing configuration settings and routing
behavior. After the upgrade it may be necessary to adjust device configuration, for example,
you may want to consolidate agent groups or create Unified Queue Groups, to better align with
the new model of Multimedia Contact Center. The advantage of choosing auto-upgrade is that
it is faster than the manual upgrade. If you want to re-enable your system quickly to minimize
downtime and do more refined configuration later, then this may be the best choice for you.

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Note:

The Simplified Configuration feature is only applicable to upgrades from Version 6.0.3.0.

5.1.8.2 Addition of default workflows

During the upgrade, Response and Inqueue workflows are added. Optionally, Inbound workflows
can be enabled on the email media server device configuration page in YourSite Explorer.
Inqueue workflows control the routing of queued contacts to agents. The database conversion
installs default Inqueue workflows for each queue. By default, each Inqueue workflow supports
one primary, three overflow, and one interflow group (to be used if the overflow groups fail to
route). Whenever possible, workflow data is auto-filled to reduce the upgrade effort. To avoid the
need to reconfigure Inbound workflows, the existing routing configuration that media servers use
to route to queues is applied.

5.1.8.3 Maintaining historical data

During the upgrade from Version 6.0.3.0 to Version 7.1, all pre-existing multimedia media servers
are designated as historical. All queues, agent groups, and agents associated to the multimedia
media servers are, consequently, also designated as historical.

The Summarize process has been modified to regenerate data for historical agents if the
employee associated to the agents remains licensed for Multimedia Contact Center. This ensures
all pertinent historical agent records continue to be accessible.

• During the upgrade, device reporting numbers may change. For example, if you
choose the auto-upgrade option, similar groups will be automatically aligned,
potentially altering their reporting numbers. This will affect your report data
interpretation.
• After upgrading to Version 7.1, all multimedia reports will be generated from the
new devices on the active media servers. If you want to run pre-upgrade multimedia
reports, their data must be generated from the historical media servers. You cannot
consolidate historical and new data into a single report.

5.1.8.4 Migrating the email repository

To enable archived email searches following the upgrade, you must migrate your old emails by
copying the Multimedia Contact Center Exchange Repository from the old system to the flat file
repository on your new system.

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Note:

This section is only applicable if you are upgrading from Version 6.0.3.0.

To migrate the email repository

1. Navigate to C:\Program Files (x86)\Mitel\Mi Contact Center Business\DataDirectory,

create two folders, and name them 'Originals' and 'Replies'.
2. Within Outlook, access the MCC Exchange repository and drag and drop (copy)
the mail contents from FoldersPublic FoldersCyberAEDRepositoryOriginals and
FoldersPublic FoldersCyberAEDRepositoryReplies into the matching folders you
created in step 1.
3. After the contents have been copied over, stop and start the MiContact Center Storage
service.
4. Stopping and starting the Storage Service initiates the Repository Conversion
tool. The Repository Conversion tool enables email compatibility with the updated
Multimedia Contact Center search tool. The Conversion Tool converts and moves
all mail items to two new folders: 'ProcessedOriginal' and 'ProcessedReply', for
original and reply items respectively. After the conversion is complete, the items are
moved to the 'SearchStorage' folder. You can delete the 'ProcessedOriginal' and
'ProcessedReply' folders after confirming all Exchange repository items have been
successfully moved to the search repository.

Migrating the email repository can be quite time consuming. Depending on the number of items
being moved, this process may take several hours. Migration must take place after the upgrade
is finished as the C:\Program Files (x86)\Mitel and SearchStorage folders must be created before
the migration can occur. You will be able to run Multimedia Contact Center while migrating the
email repository. Any historical data that resides in Exchange will not be accessible from Ignite for
searching purposes until the migration is complete.

Migrating the email repository breaks the link with real-time data. If you use preferred agent
settings to route email, any contacts from before the upgrade will not retain their preferred agent
history. To associate an agent with a reply, a manual search of SMDR records will be required.

5.1.8.5 Upgrade process recommendations

The following steps must be followed to successfully upgrade an existing voice and multimedia
system:

1. Adhere to all pre-upgrade planning notes.

See "Pre-upgrade notes and planning".

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2. Ensure all hardware and software specifications are met for the server and clients.

See the MiContact Center Business and MiVoice Analytics System Engineering Guide for
specification details.
3. Migrate SQL databases. (Side by side migration method only)

See "Migrating SQL databases".

4. Back up telephone system and configuration data.

See "Backing up telephone system and configuration data".

5. Install Mi Contact Center Business version 9.2 on the Enterprise Server.

See "Enterprise Server installation".

6. Restore telephone system and configuration data.

See "Restoring telephone system and configuration data".

7. Migrate existing emails from SearchStorage to Elasticsearch.

See "Migrating existing emails from SearchStorage to Elasticsearch".

8. Configure devices.

See "Configuring devices".

9. Install client applications on employee desktops.

See "Installing client applications".

5.1.8.6 CPU utilization when migrating multimedia

messages to Elastic search
During upgrades, the installer migrates in-queue and in-progress multimedia messages to
Elasticsearch. This migration uses a large share of the processor resources and, as such, may
adversely affect system stability for Remote Desktop Sessions. After the migration process is
complete, the installation continues and processor resources return to normal consumption
levels.

Note:

If system monitoring or management systems are configured to alarm on high resource

utilization, a false flag may present during upgrades.

After installation is complete, multimedia interactions continue to be processed in the background

and placed into the Elasticsearch archive. Multimedia messages are not searchable via Ignite
until the message has been archived. Messages are archived, beginning with the most recent

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interactions, at a rate of approximately 8000 items per hour. The processing rate depends on
your processor, available system resources, and number of historical multimedia interactions to
be migrated.

Migration speed can be decreased if the server is under high load and you want to prioritize
production operations. Migration speed should only be decreased if the system is in a high
performance production environment and there is no immediate need to search older archived
items. Default settings should provide appropriate performance for the majority of multimedia
implementations. For information regarding modifying migration speed, see the following Mitel
Knowledge Base article: https://mitel.custhelp.com/app/answers/answer_view/a_id/1002083/loc/
en_US.

5.1.8.7 Migrating SQL databases

Please note that this section relates only to a side by side migration upgrade method.

Before upgrading, we recommend migrating the SQL database to the new server. By doing so,
the installation configuration wizard will update the database schema when the new version of
software is installed.

Migrating the SQL databases enables you to preserve your previous reporting data. If you do not
migrate the SQL databases, a new database will be created to which you can copy over the raw
data, restore the database from the backup files, and, then, re-summarize the data. However, the
data you will be re-summarizing will be for the current configuration so the reporting data may not
match that of your previous system.

The two most common methods for migrating SQL databases are:

• Dropping the database files from the SQL instance and making a physical copy of
the .mdf and .ldf files
• Using SQL Server Management tools to generate backup files or scripts

See the applicable Microsoft documentation for more information on migrating SQL databases.

To migrate SQL databases

1. Copy the SQL database .mdf and .ldf files or use MS SQL Server Management tools
to make backup files or scripts.

The SQL databases are CCMData and CCMStatisticalData.

2. Provision a new SQL server or new instance of SQL server.
3. Restore the SQL databases to the new SQL server or instance of SQL server.

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5.1.8.8 Backing up telephone system and

configuration data
Before installing the new version of software on the designated new server, you must back up
telephone system and configuration data on the old Enterprise Server. If you are installing on
top of an existing Enterprise Server, store the backup files in a location outside of the Enterprise
Server in order to maintain essential data in the case of a hardware failure or catastrophic event.

The Enterprise Server configuration backup includes configuration items such as employees,
agents, agent groups, queues, and security roles.

Note:

You must be licensed as a System Administrator to back up telephone system and

configuration data.

To back up telephone system and configuration data

1. In Contact Center Client, click Tools > Management.

2. In Management Console, click Configuration > Back up/Restore configuration
data.
3. Select Back up and click Next.
4. Next to Save, click the drop-down button and select Save as.
5. Select a location to save the file and click Save.
6. Close the View Downloads window and, in the Backup and Restore Wizard, click
Finish.

A .zip file is created within which is an XML file that contains the entire configuration. The file
size will vary depending on the amount of data that needs to be backed up, but will typically be
between 1 and 20 MB. This .zip file name contains the date on which the file was created. For
example, a backup file created on June 24, 2015 will contain ‘20150624’.

5.1.8.9 Enterprise Server installation

Upgrade to the current version on an existing MiContact Center Business server (on-premise
upgrade), or Install the current version on a designated new server and migrate the data (side
by side upgrade). See the 'Enterprise Server Upgrades' section in the MiContact Center Business
Installation and Administration Guide.

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5.1.8.10 Restoring telephone system and

configuration data
After installing the new version of software on the existing Enterprise Server (direct upgrade)
or on the designated Enterprise Server (side by side upgrade), restore the previously backed-
up data from the location where it was stored (direct upgrade) or from the old server to the new
server (side by side upgrade).

Note:

Remote restores are not supported.

To restore telephone system and configuration data

1. In Contact Center Client, click Tools > Management.

2. In Management Console, click Configuration > Back up/Restore configuration
data .
3. Select Restore.
4. To restore a file from the server backup directory, select from the server backup
directory, select a file, and click Next.
5. To restore a file saved to another location, select from this file > Browse, open the
backup file, and click Next.
6. When prompted to restart Contact Center Client, click Yes.
7. Optionally, you can synchronize the Enterprise Server’s IP address and computer
name after restoring data. Do so by selecting the appropriate check box and entering
the Enterprise Server’s IP address in the field provided.

After restoring a backup, check the IP addresses configured in YourSite Explorer and the
computer names associated to all media servers to ensure the local media servers are set to the
local server name and remote collectors are also set correctly.

5.1.8.11 Migrating existing emails from SearchStorage

to Elasticsearch
In a side by side migration upgrade from 7.x, after restoring the backup on the new server, you
must run a migration tool to migrate existing emails from the old SearchStorage directory to
Elasticsearch on the newly installed version Enterprise Server.

To migrate existing interactions in a side by side upgrade scenario

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1. On the 8.0+ Enterprise Server, in Windows, navigate to Services.

2. Right-click MiContact Center Storage and click Stop.
3. On the 7.x Enterprise Server, copy all .msg files from the SearchStorage location in
CCM\DataDirectory.
4. On the 8.0+ Enterprise Server, paste them in the new SearchStorage location (set
during installation).
5. Launch the command prompt.
6. Run the following command: cd “<drive>:\Program Files (x86)\Mitel\MiContact
Center\Services\StorageServices\ElasticsearchMigration”, replacing <drive> with
the appropriate drive chosen during installation.
7. Run the command StorageService.ElasticsearchMigration.exe /r.
8. When the message Migration finished for storage directory appears, close the
command prompt.
9. Navigate to Services.
10. Right-click MiContact Center Storage and click Start.

5.1.8.12 Configuring devices

After upgrading the Enterprise Server, some manual device configuration is required to make
your version 9.2 multimedia contact center fully functional.

Note:

Whether you need to perform each of the following procedures depends on the version of
MiContact Center Business software you are upgrading from and your multimedia settings
prior to upgrade. All procedures are included here but may not all apply to your specific
upgrade.

1. Create mail servers

2. Configure Email media server
3. Configure Chat media server
4. Configure SMS media server
5. Configure Open Media media server
6. Configure employees
7. Define employee Workload
8. Configure queues
9. Configure queue groups
10. Set default login agent group presence

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11. Modify default inbound, response, and Inqueue workflows

12. Convert to visual workflow routing

5.1.8.12.1 Creating mail servers

Email media servers require one or more mail servers to be configured. A mail server is used
to receive and send mails to the corporate mail server and defines the IMAP connection to a
single email account. Email aliases or distribution groups, depending on the mail server type, are
used to associate multiple email addresses for the contact center to a single email account. This
minimizes the number of mail servers required.

After creating a mail server, we recommend using the test button to verify both the incoming and
outgoing connections are functioning as expected.

When email servers are copied over during the upgrade, they retain the SMTP information for
outbound mails, if it was configured in the previous system.

For more information and configuration details, see "Integrating Multimedia Contact Center with
mail servers".

5.1.8.12.2 Configuring the Email media server

For more information and configuration details, see "Adding email to Multimedia Contact Center".

5.1.8.12.3 Configuring the Chat media server

For more information and configuration details, see "Adding chat to Multimedia Contact Center".

5.1.8.12.4 Configuring the SMS media server

SMS media servers will be made historical during an upgrade from version 7.0 or version 7.1.
MultiTech SMS modems are not supported in version 8.0+. Historical SMS media servers and
their data will be available for reporting, post upgrade. Pre-8.0 SMS messages will be migrated
and treated as emails.

If you are upgrading from pre-version 8.0, you must add a new SMS media server, add SMS
handling capabilities to employee and agent groups, and add new SMS queues. In version 8.0+,
SMS media servers require an SMS Gateway Provider. As of version 8.0, Multimedia Contact
Center supports Twilio as an SMS Gateway Provider. You must have a Twilio account to add
SMS handling capabilities to Multimedia Contact Center.

For more information on integrating with an SMS Gateway Provider, see "Integrating Multimedia
Contact Center with an SMS Gateway Provider". For information on configuring an SMS media
server, see "Adding SMS to Multimedia Contact Center".

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5.1.8.12.5 Configuring the Open Media media server

Support for open media was available prior to MiContact Center Business version 9.2 as a
technical preview. If you used the technical preview version of open media, you must reconfigure
your Open Media media server following the upgrade to MiContact Center Business version 9.2.

5.1.8.12.6 Configuring employees

Employees can only have one agent for each of the types of multimedia supported by the contact
center. In addition, employees handling multimedia interactions must have the appropriate
licensing.

Note:

Historical multimedia agents associated with employees can only be seen and deleted from
YourSite > Agents.

For information and configuration details, see "Adding multimedia capabilities to employees".

5.1.8.12.7 Defining employee Workload

For information on defining employee Workload, see "Managing Employee Workload".

For information on configuring Workloads, see "Configuring Workload".

5.1.8.12.8 Configuring queues

When you create a multimedia queue, it is automatically associated to the existing media server
for that media type.

For more information and configuration details, see "Adding multimedia queues".

5.1.8.12.9 Configuring queue groups

Administrators can group queues for common purposes. There are three kinds of queue groups
available: Reporting, Mitel Virtual, and Unified Queue Groups.

Unified Queue Groups are optional but are beneficial in organizing media types for each service
organization within your business and are a preferred method of multimedia queue configuration.

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For more information and configuration details, see "Adding queue groups".

5.1.8.12.10 Setting default login agent group presence

Agents and supervisors can adjust a member’s presence in an agent group. By default, on login,
agents are present in all of their agent groups. You can adjust this setting in the Agent group
device page of YourSite Explorer. See "Managing agent group membership, presence, and skill
level".

5.1.8.12.11 Modifying default Inbound, Response, and

Inqueue workflows

Note:

There is no default email response workflow.

During the upgrade, a default response workflow is assigned to relevant media servers. Default
Inqueue workflows are assigned to each media queue. You can choose whether to enable default
Inbound workflows on the email media server device configuration page in YourSite Explorer.

The default workflows must be modified after the upgrade, as follows:

• Typical Inbound workflow modifications include:

• Emails: modifying the email address and destination queues

• Chat: modifying the queue ID and destination queues
• SMS: No modifications required, but queue ID and destination queues can be
modified
• Typical Response workflow modifications include:

• Sending chat transcripts to clients

• Typical Inqueue workflow modifications include:

• Associating the handling agent groups to the queue

• Customizing the auto-acknowledgement messages

Default upgrade settings use an Offer to Agent activity to select the next available agent. If you
require preferred agent support, then you must replace the Offer to Agent activity with an Offer to
Preferred Agent activity in the Inqueue workflow.

For more information, see "Multimedia Contact Center default workflows".

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5.2 Configuring your multimedia contact center

Multimedia Contact Center is configured in the YourSite Explorer application in the Multimedia
tab, which contains the relevant MiContact Center Business devices for Multimedia Contact
Center.

5.2.1 YourSite Explorer configuration notes and tips

For ease of use and efficiency, YourSite Explorer uses standard Windows CTRL and Shift button
conventions for selecting multiple objects.

Note:

• Only one set of pending configuration changes can be saved at any time. If
another user saves changes to the same element of YourSite Explorer that you are
updating, you receive an error message when attempting to save your changes. In
these instances you must refresh YourSite Explorer after the other user’s changes
have been saved. You may then re-enter and save your changes. We recommend
you save your configuration changes frequently, in order to avoid losing work.
• YourSite Explorer enables you to have multiple device tabs open simultaneously.
As a best practice, we recommend you only have the device tabs open that you
are currently using.
• When you configure numbers for groups in YourSite Explorer, use numerical
characters only, such as 1 (for Queue Group 1). Do not insert symbols, such as a
star [*] or pound sign [#], in the number.
• If you attempt to add a device or device group to YourSite Explorer that is already
in the database, the system notifies you that the device or device group is already
present. When you add a series of devices or device groups to YourSite, such as
Queues 5001 to 5005, if the system detects you have already added Queue 5002,
then it will not add Queue 5002 or any subsequent queues in the series (that is,
Queues 5003 to 5005) to the database.

For detailed information regarding YourSite Explorer, consult the "Configuration".

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5.2.1.1 Applying changes to multiple devices at a

time
Administrators can apply a change to multiple devices at a time using the multi-select feature.
This feature saves administrators from having to apply the same change to multiple devices of
the same type.

To apply changes to multiple devices at a time

1. Click Multimedia and select the device.

2. Select multiple devices by holding CTRL or Shift and clicking the devices.
3. Select the configuration changes.

Note:

Only information common across devices of the same type can be changed in one action.

4. Click Save.

5.2.1.2 Viewing devices by category or type

Administrators can selectively view devices by category or type by applying filters to the device
page. For example, administrators can view only the contact center’s Email Inbound workflows
by applying the Email Inbound filter to the Workflows page.

Multiple filters can be applied at a time, enabling administrators to selectively view devices by
multiple categories or types. For example, administrators can view only Email, Chat, SMS, or
Open Media variables by applying these filters to the Variables page.

The following devices may be viewed by category or type

• Queues
• Subroutines
• Variables
• Workflows

To view variables by category or type

1. Click Multimedia and select the device.

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2. After Filter, select a device category or type from the drop-down list.

Note:

Filters remain in place until a category is deselected. Selecting ‘None’ removes all filters.

5.2.1.3 Organizing devices by shared criteria

Organizing devices by shared criteria will group devices for ease of identification and
configuration. For example, grouping media servers by Site will, in the device pane, group all
media servers associated to a site. After selecting grouped devices, administrators can change
information common to those devices in one action. See "Applying changes to multiple devices at
a time".

In Multimedia Contact Center, administrators can organize the following devices by criteria

• Agents
• Employees
• Media servers

To organize a device type by criteria

1. Click Multimedia and select the device to group.

2. Click Group by and select an organizing criterion or criteria.

Note:

Additional grouping criteria are nested under the original criterion selected.

To remove organizing criteria

1. Click Multimedia and select the device.

2. Click Group by and deselect the criteria to remove.

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Note:

To remove all grouping criteria, ensure no criteria remain selected under Group by.

5.2.2 Required information

To configure Multimedia Contact Center, you require the following information:

• Mail server name

• IMAP port information for mail server
• Email username and password
• SMTP Server for email replies
• Chat server URL (the public URL used to request chat)
• SMS gateway provider account
• Interflow configuration

For multimedia queues, interflow is conducted by the Interflow activity in Inqueue workflows.
See "Routing interactions with the Interflow activity".
• Customized auto-acknowledgment messages

Multimedia Contact Center default workflows contain a number of default auto-

acknowledgment messages. For an overview of the default workflows and their messages that
may need to be modified to suit your contact center’s needs, see "Multimedia Contact Center
default workflows".

5.2.3 Configuring multimedia enterprise settings

The Enterprise Server is the computer on which MiContact Center Business is installed.
When programming the enterprise, you configure Enterprise Server general settings, some
maintenance services, and email alarms, as well as settings for Contact Center Screen Pop and
Multimedia Contact Center.

Configuration steps specific to Multimedia Contact Center include:

• Configuring email settings

• Configuring the Multimedia storage path

For more information concerning non-multimedia enterprise settings, see the MiContact Center
Business Installation and Administration Guide MiContact Center Business for Microsoft Skype for
Business User Guide "Configuring enterprise settings".

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5.2.3.1 Configuring email settings

You configure email alarms so you are notified by email about Enterprise Server and real-time
performance issues. You must have configured a mail server before configuring your email
settings. See "Adding mail servers".

To configure email alarms

1. Click YourSite > Enterprise.

2. Click the Email settings tab.
3. After Mail Server Address, click the Browse button.
4. Select a mail server and click OK.
5. After Email notification interval minutes, select the interval (in minutes) that the
Enterprise will check for alarms and send out email notifications.

Note:
Notifications of critical alarms are sent immediately after the issue is detected.

6. After Send Enterprise Server alarms to the following address(es), type the email
address of the employee(s) who will receive the email notification.

Separate multiple email addresses with commas.

7. Click Save.

5.2.4 Adding sites

A site is an office location with one or more media servers. It can be the office where the
Enterprise Server is installed or a branch office.

Your site structure determines how you view statistics and reports. When you set up your site
structure, you specify site and media server information. When you add a site, you add the name
of the site and the time zone. By making each site distinct, you can restrict user access to sites.
For more information on restricting user access, see "Configuring security roles". The site’s
language determines the default language setting for employees associated to it. Changing the
site’s language will change the language setting for employee’s associated to it.

Administrators can limit whether or not the Make Busy and Do Not Disturb reason codes used
by employees are visible in communication tools such as MiCollab and Microsoft Skype for
Business.

Administrators can also enable agent greeting and whisper announcement functionality for all
agents in the site. Agents record messages from Ignite (DESKTOP) and assign them to specific
queues, so that they are played on each incoming ACD call. For more information, see the "The

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Agent Greeting feature enables agents to record messages (as .wav files) that play automatically
to callers when the agent answers an inbound ACD call. The greeting can provide a consistent
experience for each caller and free the agent from having to repeat the same introductory phrase
for every call.". For information on configuring agent greeting workflows, see "Configuring the
Record Agent Greeting workflow" and "Configuring agent workflow settings" MiContact Center
Business Installation and Administration Guide and the MiContact Center Business User Guide .

Administrators can also restrict the site’s use of Contact Center Client’s Chat Integration, which
enables employees to chat with each other in Contact Center Client. Prior to version 7.0, there
was an option to use Microsoft Skype for Business as the default chat client instead of Contact
Center Chat. In version 7.0 and greater, YourSite Explorer automatically detects if you have
Microsoft Skype for Business Server and enables it as the default chat client. If your contact
center is a mixed environment where some users have Skype for Business and others do
not, you may want to use Contact Center Chat to ensure all employees can communicate.
For information on using Contact Center Chat in an environment with Skype for Business
on some systems, see the following Mitel Knowledge Base article: http://micc.mitel.com/kb/
KnowledgebaseArticle52084.aspx

To add a site

1. Click Multimedia > Site.

2. Click Add.
3. After Site Name, type the name of the site.
4. After Time Zone, select the time zone and closest location from the drop-down list.
5. After Site Language, select the site language from the drop-down list.
6. After Default Server, click the Browse button.
7. Select a server and click OK.
8. If you want Make Busy and Do Not Disturb reason codes to display in communication
tools, select Display Make Busy and DND Reason Codes in Communication
Tools.
9. To enable agent greeting and whisper announcement functionality for the site, check
Enable Agent Greetings.

The system displays an information message advising you to ensure that the appropriate
Class of Service options are configured for agents on the MiVoice Business PBX.
10. To disable Contact Center Client Chat Integration, clear Chat Enabled.
11. Click Save.

5.2.4.1 Configuring the Multimedia storage path

During installation you select the multimedia storage path, which sets the email storage location.
The storage path can be either local drive or a network drive (UNC path). The Local administrator
account set during installation must have read/write permission to that path. Once specified, the
following folder structure will be created within the storage path:

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\<SiteKey>\<Year>\<Month>\

Year and Month folders are named numerically to correspond to the year and month of the stored
messages and transcripts. If you used the default storage path, the folder structure is <drive>:
\Program Files (x86)\Mitel\MiContact Center\DataDirectory\SearchStorage\<SiteKey>\ <Year>
\<Month>\.

Note:

• Chat and SMS transcripts are stored in the Elasticsearch index, at <drive>:
\Program Files (x86)\Mitel\MiContact Center\Database\Elasticsearch\. For more
information on Elasticsearch, see the MiContact Center Business and MiVoice
Analytics System Engineering Guide.
• The \<SiteKey>\<Year>\<Month> folders are only added the first time an email is
indexed during the corresponding year and month.

The multimedia storage path can be changed to store new messages in a different location. Old
files must be copied to the new location manually. For instructions on changing the multimedia
storage path, see the following Mitel Knowledge Base article: https://mitel.custhelp.com/app/
answers/answer_view/a_id/1000794/loc/en_US.

Certain email .msg files can be deleted from the email storage location to free up disk space.
While Ignite will return deleted .msg files in search results, attachment viewing will be limited
and embedded images will not display. For information, see the following Mitel Knowledge Base
article: https://mitel.custhelp.com/app/answers/answer_view/a_id/1013096/loc/en_US.

5.2.5 Enabling a new multimedia contact center

You must configure the following enterprise-level items before you can configure your devices.

1. Create mail servers.

Mail servers will need to be created for your email media server. They are used to receive and
send mails to the corporate mail server. It is recommended that email aliases or distribution
groups, depending on your mail server type, be used to map multiple email accounts to a
single email account as this will reduce the number of mail servers that need to be configured.

See "Adding mail servers".

2. Create media servers.

Media servers will need to be created for each media supported by the contact center. Email
media servers require one or more mail servers to be specified. Chat media servers require

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the chat server URL. SMS media servers require an integration with Twilio, a third-party SMS
gateway service provider.

See "Adding email to Multimedia Contact Center" and "Adding Chat to Multimedia Contact
Center" and "Adding SMS to Multimedia Contact Center".

The order for configuring your multimedia devices depends on whether or not the administrator
is creating multimedia queues using the Unified Queue Group wizard. The Unified Queue Group
wizard enables rapid configuration of new multimedia queues linked with existing voice queues.
If a contact center does not intend to have their multimedia queues mirror voice queues, they can
be added manually. For detailed information on configuring individual Multimedia Contact Center
devices, see "Multimedia Contact Center device configuration".

If you are creating your multimedia queues using the Unified Queue Group wizard, configure your
devices in the following order:

1. Create Workloads.

Workloads determine the number and type of media interactions that can be pushed to an
agent at any one time.

See "Configuring Workload".

2. Upgrade employees.

Employees must be assigned the appropriate Multimedia Contact Center licensing,

Workloads, and the media types they can handle.

See "Adding multimedia capabilities to employees".

3. Create Unified Queue Groups from the voice queues with the Unified Queue Group
wizard to represent the service groups in the organization.

See "Adding queue groups".

4. Modify default Inbound, Response, and Inqueue workflows.

The default workflows included with Multimedia Contact Center require additional
configuration to customize them for your contact center.

See "Multimedia Contact Center default workflows".

5. Configure agent groups for default Agent Group Presence.

See "Adding agent groups".

If you are not using the Unified Queue Group wizard to create your multimedia queues, configure
your devices in the following order:

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1. Create Workloads.

See "Configuring Workload".

2. Upgrade employees.

Employees must be assigned the appropriate Multimedia Contact Center licensing,

Workloads, and the media types they can handle.

See "Adding multimedia capabilities to employees".

3. Configure agent groups and set default presence.

See "Adding agent groups".

4. Create multimedia queues.

Multimedia queues can be created individually on a queue-by-queue basis or created as parts

of a Unified Queue Group.

See "Adding multimedia queues".

See "Adding queue groups".

5. Create Unified Queue Groups or queue groups to tie queues representing the same
service groups in the organization together.

See "Adding queue groups".

6. Modify Inbound, Response, and Inqueue workflows.

The default workflows included with Multimedia Contact Center require additional
configuration to customize them for your contact center.

See "Multimedia Contact Center default workflows".

5.2.6 Multimedia Contact Center device configuration

Devices in Multimedia Contact Center can be configured using three different methods:

• Quick Setup—Quick Setup enables administrators to add ranges of employees with

identical settings. See the "Configuring devices and device groups using Quick Setup".
• .csv files—YourSite Explorer can add new devices by importing device setting
information using comma-separated value (.csv) files. See the "Configuring devices
using .csv files".
• Manually—Devices can be added one-by-one without automated assistance or
importing.

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5.2.7 Integrating Multimedia Contact Center with mail

servers

Note:

Email routing to blind-copied queues is not supported.

Multimedia Contact Center integrates with mail servers using SMTP and IMAP or EWS
connections.

Note:

SMTP, IMAP or EWS connections through web proxies are not supported.

The following servers are considered to be supported infrastructures for Multimedia Contact
Center routing:

• Exchange Server
• Exchange Online (Office 365)
• Google Apps for Business
• IBM Domino
• BlueHost

Verified versions for mail servers are described in the MiContact Center Business and MiVoice
Analytics System Engineering Guide MiContact Center Business System Engineering Guide :

Multimedia Contact Center supports IMAP providers that use non-empty Namespace as
mail servers. For information on the general requirements for mail servers, see "Mail server
requirements".

We recommend configuring a single mail server connection with outgoing and incoming
connections.

On the mail server, administrators must first configure a master email account to receive the
email messages that Multimedia Contact Center copies. For these configuration procedures,
please consult the appropriate third-party documentation. See also the Knowledge Base article
appropriate to the server, listed below.

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We recommend that, in addition to configuring a single, master email account to receive

incoming messages for Multimedia Contact Center to copy, administrators configure aliases
or, in the case of Exchange, distribution groups for the different multimedia service groups
receiving ACD emails. For Exchange Server users, we recommend that the master email
account from which Multimedia Contact Center copies emails is not the Domain Administrator
account, due to Windows Security restrictions. An inbound workflow should route emails from
this master account to service groups in the contact center, based on the ‘To’ addresses to
which emails were sent. For example, administrators can create a master email account called
‘[email protected]’, and create aliases or distribution groups for the contact center’s
service groups.

Note:

Using aliases or distribution groups ensures that emails sent to multiple addresses in the
contact center generate a single case number. If, instead of using aliases or distribution
groups, email addresses are associated to different mail servers, a single email sent to these
addresses will have different case numbers.

We recommend that the master account’s address is discrete from email aliases and distribution
groups, and is not associated to any queues. For information on configuring your mail server with
an email account and aliases or distribution groups, consult the following Mitel Knowledge Base
article appropriate to the server.

• Exchange Server 2007 – http://micc.mitel.com/kb/KnowledgebaseArticle51973.aspx

• Exchange Server 2010 – http://micc.mitel.com/kb/KnowledgebaseArticle51974.aspx
• Exchange Server 2013 – http://micc.mitel.com/kb/KnowledgebaseArticle51975.aspx
• Exchange Online – http://micc.mitel.com/kb/KnowledgebaseArticle51962.aspx
• Google Apps for Business – http://micc.mitel.com/kb/
KnowledgebaseArticle51960.aspx
• IBM Domino – http://micc.mitel.com/kb/KnowledgebaseArticle52166.aspx

Note:

For Exchange Server users, Multimedia Contact Center requires that the master account
has Send As permissions to the distribution groups. See "Specifying Send As permissions in
Active Directory".

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For information on configuring email workflows to route based on specific addresses, see
"Default Email Inbound workflow" and "Routing contacts with the To activity".

Once the contact center’s email client is connected to a supported server and an email account
for the contact center is created, administrators can configure the mail server’s outgoing and
incoming settings in YourSite Explorer.

Note:

Multimedia Contact Center supports the Exchange Web Services (EWS) protocol. The
EWS protocol is supported only on Microsoft Exchange and Microsoft Office 365 and on the
following servers:

• Microsoft Exchange 2007 and all service packs

• Microsoft Exchange 2010 and all service packs
• Microsoft Exchange 2013 and all service packs
• Microsoft Exchange 2016 and all service packs
• Microsoft Office 365 online servers

Note:

Mitel is not responsible for any folder size restrictions on mail servers. If there are file size
restrictions on your mail server, it is strongly recommended that the Processed folder
created during Multimedia Contact Center mail server configuration be exempted from those
restrictions or else routing functionality may be affected.

Note that, occasionally, mail servers incorrectly mark valid emails as spam. We recommend
that administrators periodically check their mail servers’ spam folder to avoid losing important
contacts.

For information on migrating from one mail server to a new mail server, see the following Mitel
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52085.aspx.

The following procedures tell administrators how to

• Add a mail server to Multimedia Contact Center

• Configure SMTP connections to Multimedia Contact Center
• Configure IMAP connections to Multimedia Contact Center

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• Configure EWS;connections to Multimedia Contact Center

• Delete a mail server from Multimedia Contact Center

Note:

Integrating Multimedia Contact Center with mail servers requires SMTP and IMAP or EWS
server names and port information. Administrators must retrieve and enable this information
before configuring SMTP and IMAP or EWS connections to Multimedia Contact Center. See
the Knowledge Base article, listed above, appropriate to the server.

5.2.7.1 Adding mail servers

To add a mail server, in YourSite Explorer, click YourSite > Mail servers > Add.

After adding the mail server, you must configure SMTP and IMAP or EWS connections.

5.2.7.2 OAuth 2.0 Authentication

MiContact Center Business supports the SMTP, EWS and OAuth 2.0 authentication.

5.2.7.2.1 Microsoft OAuth Authentication

To add OAuth authentication for the Microsoft OAuth mail server

1. In YSE > Enterprise > Mail Server, click Add.

2. Click Microsoft OAuth Mail Server.

The Microsoft OAuth configuration page opens.

3. In the Server Information section, enter the following details.

Note: These details are provisioned by the customer from Microsoft.

a. Enter the Client ID.

b. Enter the Tenant ID.
c. Enter the Client Secret.
d. Enter the Server details.
e. Enter the Username- Username is the email address of the mail server

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4. In the User Information section, enter the following details.

a. In the From Name text box, enter the name of the sender.
b. In the From Email Address text box, enter the email address of the user.
c. In the Aliase text box, enter the secondary name of the user.

Note:
Note: Client ID, Tenant ID, Client Secret, Server, and Username, are details
provisioned by the customer.

5. In the Server Settings section, enter the following details.

a. Enter the value for incoming connection timeout.

b. Enter the value for outgoing connection timeout.
c. From the Incoming Folder field, enter the incoming folder name (example: Inbox).
6. (Optional) Select the Enable Incoming and Outgoing Diagnostic Connection
Logs check box and click the Test Outgoing Mail button. This will generate a log in
"StorageService – Office365 OAuth Connection - <From Name>.log".

Note:

a. The Test Outgoing Mail button is enabled only if all the mandatory fields are
entered.
b. Ensure that the Enable Incoming and Outgoing Diagnostic Connection Logs
checkbox is selected, so that is the test connection fails the diagnostic logs are
generated for debugging.

7. (Optional) Select the Enable Incoming and Outgoing Diagnostic Connection Logs
check box and click the Test Incoming Connection button. This will generate a log in
"StorageService – Office365 OAuth Connection - <From Name>.log".

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Note:

• The Test Incoming Connection button is enabled only if all the mandatory
fields are entered.
• Ensure that the Enable Diagnostic Connection Logs checkbox is selected, so
that if the test connection fails the diagnostic logs are generated for debugging

5.2.7.2.2 Gmail OAuth Authentication

To add OAuth authentication for the Gmail OAuth mail server

1. In YSE > Enterprise > Mail Server, click Add.

2. Click Gmail OAuth Mail Server.

The Gmail OAuth configuration page opens.

3. In the User Information section, enter the following details.

a. In the From Name text box, enter the name of the sender.
b. In the From Email Address text box, enter the email address of the user.
c. In the Aliase text box, enter the secondary name of the user.
4. In the Server Information section, enter the following details.

a. Enter the Username.

b. Enter the Service Account Key.

Note:
Service Account Key is the windows file path to the private key file for your
service account that you download during service account creation.

5. In the Server Settings section, enter the following details.

a. Enter the value for incoming connection timeout.

b. Enter the value for outgoing connection timeout.
c. From the Incoming Folder field, enter the incoming folder name (example: Inbox).

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6. (Optional) Select the Enable Incoming and Outgoing Diagnostic Connection

Logs check box and click the Test Outgoing Mail button. This will generate a log in
"StorageService – Gmail OAuth Connection - <From Name>.log".

Note:

a. The Test Outgoing Mail button is enabled only if all the mandatory fields are
entered.
b. Ensure that the Enable Incoming and Outgoing Diagnostic Connection Logs
checkbox is selected, so that is the test connection fails the diagnostic logs are
generated for debugging.

7. (Optional) Select the Enable Incoming and Outgoing Diagnostic Connection Logs
check box and click the Test Incoming Connection button. This will generate a log in
"StorageService – GmailOAuth Connection - <From Name>.log".

Note:

• The Test Incoming Connection button is enabled only if all the mandatory
fields are entered.
• Ensure that the Enable Diagnostic Connection Logs checkbox is selected, so
that if the test connection fails the diagnostic logs are generated for debugging

5.2.7.3 Configuring SMTP connections to Multimedia

Contact Center
The following configurations take place in Multimedia > Mail servers > Outgoing.

Configuring an SMTP connection enables Multimedia Contact Center to send outgoing mail
through a contact center’s email server. The following explains how to configure an SMTP
connection between Multimedia Contact Center and email servers. The outgoing settings you
configure are applied to any email your system sends, such as server alarms, reports, and
outgoing email interactions to customers.

For information on locating the required information from the contact center’s email server,
consult the following Mitel Knowledge Base article appropriate to the server.

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• Exchange Server 2007 – http://micc.mitel.com/kb/KnowledgebaseArticle51973.aspx

• Exchange Server 2010 – http://micc.mitel.com/kb/KnowledgebaseArticle51974.aspx
• Exchange Server 2013 – http://micc.mitel.com/kb/KnowledgebaseArticle51975.aspx
• Exchange Online – http://micc.mitel.com/kb/KnowledgebaseArticle51962.aspx
• Google Apps for Business – http://micc.mitel.com/kb/
KnowledgebaseArticle51960.aspx
• IBM Domino – http://micc.mitel.com/kb/KnowledgebaseArticle52166.aspx

Configuring an SMTP connection requires you to

• Add the mail server to YourSite Explorer

If the mail server has not already been added, see "Adding mail servers".
• Specify the server information for outgoing emails

See the KB article appropriate to the media server, listed above

• Specify the email account’s ‘From’ name and address
• Specify the email account's aliases.
• If required by the SMTP server, request logon credentials to send outgoing mail
• Test the server’s SMTP socket connection to Multimedia Contact Center

Note:

To test the connection, administrators must have an email address configured for them
in the Employees page. This email address receives notification of whether the test was
successful.

To specify the server information for outgoing emails

1. After SMTP Server, type the server’s IP address or name.

2. Select the Use SSL check box if the server uses Secure Sockets Layer.
3. After SMTP Port, type the server’s SMTP port number.

Note:

Google Apps for Business' port 465 is not supported.

4. When using EWS, port 443 is frequently used.

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5. After Connection Timeout, type how many seconds the system has to connect to the
server before timing out.

To specify the email account’s ‘From’ name and address

1. After From Name, type the name that appears on outgoing mail.

For example, ‘XYZ Company Sales’.

2. After From Email Address, type the email address that appears on outgoing mail.

For example, ‘[email protected]’.

Note:

This must be a valid email address. Add a queue email address that agents will select
as the ‘From’ address in email responses and outbound emails, if this queue is not
configured as an ‘Alias’ for the mail server.

To specify the email account's aliases.

1. After Aliases, click the Browse button.

Note:

• Include all queue email addresses that agents will select as the ‘From’ address
in email responses and outbound emails, if these queues are not configured as
the ‘From Email Address’ for the mail server.
• Failure to include all aliases will impact the ability of the Transfer activity to route
inbound emails to all queues when using the <<DestinationQueues>> variable.
For more information, see "Routing contacts with the Transfer activity".

2. Type the mail server’s alias and click Add.

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Note:

An alias can only be associated to a single mail server.

3. If you want to associate additional aliases for the mail server, for each additional alias,
type the alias and click Add.
4. Click Ok

To request logon credentials to send outgoing mail

1. Select the SMTP Authentication Required check box.

2. Enter the Username, Password, and, in the case of Exchange, Domain information
for the server’s email account.

Note:

If you use Google’s 2-step verification, enter the password specific to Multimedia Contact
Center.

3. Click Save.

To test the server’s SMTP socket connection to Multimedia Contact Center

• Click Test Outgoing Mail. If an error message is received, verify that the Outgoing
Server, User, and Logon information is entered accurately. To troubleshoot, the default
installation location for verbose logs is C:\Users\<current user>\Documents\CCMLogs
\YourSiteExplorer.txt.

5.2.7.4 Configuring IMAP connections to Multimedia

Contact Center
The following configurations take place in Multimedia > Mail servers > Incoming.

IMAP connections enable Multimedia Contact Center to retrieve messages from a specified
account on a mail server and define the folder from which Multimedia Contact Center retrieves
messages. The following explains how to configure an IMAP connection between Multimedia
Contact Center and a mail server.

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For information on locating the required information from the contact center’s email server,
consult the following Mitel Knowledge Base article appropriate to the server.

• Exchange Server 2007 – https://mitel.custhelp.com

• Exchange Server 2010 – https://mitel.custhelp.com
• Exchange Server 2013 – https://mitel.custhelp.com
• Exchange Online – https://mitel.custhelp.com
• Google Apps for Business – https://mitel.custhelp.com
• IBM Domino – https://mitel.custhelp.com

Configuring IMAP connections requires administrators to

• Enable incoming server settings in YourSite Explorer

• Specify the server information for incoming emails
• Specify the email account’s username and password
• Test the server’s IMAP connection to Multimedia Contact Center

Note:

• If you have not added a mail server in YourSite Explorer or configured its SMTP
settings, see "Adding mail servers", and "Configuring SMTP connections to
Multimedia Contact Center".
• If you are editing information for an existing server, select the media server and
click the ‘Incoming’ tab.

To enable incoming server settings in YourSite Explorer

1. Select the mail server and click the Incoming tab.

2. Select the Enable Incoming Server Settings check box.

To specify the server information for incoming emails

1. Select the Use TLS check box if the server uses Transport Layer Security.
2. After Incoming Server, type the server’s IP address or name.
3. After Incoming Port, type the server’s IMAP port number.
4. After Connection Timeout, type how many seconds the system has to connect to the
server before timing out.

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5. After Incoming Folder, specify the email account folder from which Multimedia
Contact Center retrieves email.

Note:

If the system should retrieve email from the Inbox, leave this setting as the default. If
the system should retrieve email from a subfolder of the Inbox, specify the folder name.
Multimedia Contact Center can retrieve email from a single folder only. Ensure emails to
aliases and distribution groups are also routed to this folder.

To specify the email account’s username and password

Note:

Specifying the email account’s username and password authenticates Multimedia Contact
Center to the mail server

1. Select the Same as Outgoing Server check box if the email account logon
information is shared between the SMTP and incoming server.
2. If the logon information for the email account is discrete, enter the Username,
Password, and Domain information required to receive mail.
3. Click Save.

To test the server’s IMAP connection to Multimedia Contact Center

• Click Test Incoming Connection. If an error message is received, verify that the
Incoming Server and Logon information is entered accurately. To troubleshoot, the
default installation location for verbose logs is C:\Users\<current user>\Documents
\CCMLogs\YourSite Explorer.txt.

5.2.7.5 Configuring EWS connections to Multimedia

Contact Center
You must configure EWS(Early Warning System) Connections to Multimedia Contact Center in
Multimedia > Mail servers > Incoming. EWS connections enable Multimedia Contact Center

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to retrieve messages from a specified account on a mail server and define the folder from which
Multimedia Contact Center retrieves messages.

Note:

• For Release 9.2 SP1, EWS supports only Basic Authentication.

• For Office365 user accounts created in October 2020 and later, Basic
Authentication is disabled by default. Currently, MiContact Center Business
supports only Basic Authentication. Therefore, if Office365 is used as an email
server, Basic Authentication must be manually enabled.

The following explains how to configure an EWS connection between Multimedia Contact Center
and an exchange mail server.

For information on locating the required information from the contact center’s email server, see
the following Mitel Knowledge Base articles appropriate to the server.

General

• Exchange Server 2007 – http://micc.mitel.com/kb/KnowledgebaseArticle51973.aspx

• Exchange Server 2010 – http://micc.mitel.com/kb/KnowledgebaseArticle51974.aspx
• Exchange Server 2013 – http://micc.mitel.com/kb/KnowledgebaseArticle51975.aspx
• Exchange Online – http://micc.mitel.com/kb/KnowledgebaseArticle51962.aspx

Configuring EWS connections requires administrators to:

• Enable incoming server settings in YourSite Explorer.

• Select the EWS protocol.
• Specify the server information for incoming emails.
• Specify the email account’s username and password.
• Test the server’s EWS connection to Multimedia Contact Center.

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Note:

• If you have not added a mail server in YourSite Explorer or configured its SMTP
settings, see "Adding Mail servers", and "Configuring SMTP connections to
Multimedia Contact Center".
• If you are editing information for an existing server, select the media server and
click the Incoming tab.

To enable incoming server settings in YourSite Explorer

1. Select the mail server and click the Incoming tab.

2. Select the Enable Incoming Server Settings check box.

To specify the server information for incoming emails

1. Select the Use TLS check box if the server uses Transport Layer Security
2. Select EWS for the Server Protocol
3. After Incoming Server, type the server’s IP address or name.
4. After Incoming Port, type the server’s EWS port number (most likely 443 if TLS is on)
5. After Connection Timeout, type how many seconds the system has to connect to the
server before timing out.
6. After Incoming Folder, specify the email account folder from which Multimedia
Contact Center retrieves email.

Note:

If the system should retrieve email from the Inbox, leave this setting as the default. If
the system should retrieve email from a subfolder of the Inbox, specify the folder name.
Multimedia Contact Center can retrieve email from a single folder only. Ensure emails to
aliases and distribution groups are also routed to this folder.

To specify the email account’s username and password

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Note:

Specifying the email account’s username and password authenticates Multimedia Contact
Center to the mail server

1. Select the Same as Outgoing Server check box if the email account logon
information is shared between the SMTP and incoming server.
2. If the logon information for the email account is discrete, enter the Username,
Password, and Domain information required to receive mail.
3. Click Save.

To test the server’s EWS connection to Multimedia Contact Center

• Click Test Incoming Connection. If an error message is received, verify that the
Incoming Server and Logon information is entered accurately. To troubleshoot, the
default installation location for verbose logs is C:\Users\<current user>\Documents
\CCMLogs\YourSiteExplorer.log.

5.2.7.6 Deleting mail servers

CAUTION:

Deleting a mail server prevents emails dependent on the server from routing, including

• Multimedia Contact Center email routing

• Report distribution
• Error reporting

Before deleting the mail server, we recommend first disassociating it from the email media server
several days in advance. This allows pending emails to clear the system before the mail server is
deleted. See "Disassociating mail servers from email media servers" for more information.

To delete a mail server

1. Click YourSite > Mail servers.

2. Select the mail server and click Delete.
3. When prompted, click OK.

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4. Click Save.

5.2.7.7 Specifying Send As permissions in Active

Directory
For Exchange Server users, the master account from which Multimedia Contact Center retrieves
emails requires Send As permissions for the applicable distribution groups.

Before specifying Send As permissions, ensure that

• A master account has been created in Exchange. This is the account from which
Multimedia Contact Center will retrieve emails
• SMTP and IMAP or EWS connections to Multimedia Contact Center are configured
• Distribution groups are created for the contact center’s service groups

To specify Send As permissions in Exchange

1. In Windows, open Active Directory and select Users and Computers.

2. Right-click the distribution group and select Properties.
3. Select the Security tab and click Add.

Note:

If the Security tab does not display, go to View and select Advanced features.

4. Add the master account created in Exchange.

5. Under Permissions, after Send As, select the Allow check box.
6. Click Apply and then OK.
7. Repeat these steps for all applicable distribution groups.

5.2.7.8 Specifying Send As permission using

PowerShell
For Exchange Online users, the master account from which Multimedia Contact Center retrieves
emails requires Send As permission for the applicable distribution groups.

Before specifying Send As permissions, ensure that

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• A master account has been created in Exchange Online. This is the account from
which Multimedia Contact Center will retrieve emails.
• SMTP and IMAP or EWS connections to Multimedia Contact Center are configured.
• Distribution groups are created for the contact center’s service groups.

To specify Send As permission for a distribution group using PowerShell

1. In Windows, open PowerShell.

2. To create the PowerShell connection to the remote Exchange Online, run the following
credentials:

$LiveCred = Get-Credential

$Session = New-PSSession -ConfigurationName Microsoft.Exchange - ConnectionUri https://

ps.outlook.com/powershell/ -Credential $LiveCred -AuthenticationBasic -AllowRedirection

Import-PSSession $Session
3. Enter the credentials for the Exchange Online administrator.
4. To add the Send As permission to the list

Add-RecipientPermission -Identity [email protected] -Trustee

[email protected] -AccessRights SendAs

Note:

Identify corresponds to the distribution group. Trustee corresponds to the mailbox.

5. Repeat Step 3 for each distribution group.

5.2.7.9 Mail server requirements

Contact centers using mail servers other than Exchange Server, Exchange Online, or Google
Apps for Business must confirm that

• The mail server supports IMAP version 4

• The mail server can maintain a reliable connection to the Enterprise Server

In addition, we recommend that

• The mail account from which Multimedia Contact Center retrieves emails supports
aliases.

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Note:

To simplify deployment, we recommend administrators configure a single email account

from which Multimedia Contact Center retrieves contacts, and configure additional email
addresses as aliases to this account. For more information, see "Integrating Multimedia
Contact Center with mail servers".

Multimedia Contact Center supports non-empty Namespace IMAP providers. For information
on configuring a mail server, other than Exchange Online, Google Apps for Business, or
Exchange Server, consult the following Mitel Knowledge Base article: http://micc.mitel.com/kb/
KnowledgebaseArticle51977.aspx.

Note:

IMAP or SMTP connections through web proxies are not supported.

For a list of supported Exchange versions, see the MiContact Center Business and MiVoice
Analytics System Engineering Guide MiContact Center Business System Engineering Guide.

5.2.8 Integrating Multimedia Contact Center with an SMS

Gateway Provider
Multimedia Contact Center integrates with the third-party SMS gateway provider Twilio to support
SMS routing. With Twilio, Multimedia Contact Center supports long codes (60 SMS messages
per minute per mobile number). Short codes are unsupported. Mi Contact Center Business does
not support Multimedia Messaging Service (MMS). You must have an account with Twilio to
handle SMS messages with Multimedia Contact Center.

To ensure SMS interactions route to the Enterprise Server, for each SMS number associated with
your Twilio account, you must set the Request URL to the following: http://twimlets.com/. Consult
your SMS gateway service provider documentation for information on configuring your account.

SMS gateway provider SMS phone numbers are added to Multimedia Contact Center as a part of
configuring SMS media servers.

Multiple SMS numbers from an SMS gateway service provider can be added to your SMS media
server. Do the following to add Multiple SMS numbers:

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1. Go to General tab > SMS Media Server.

2. Click the SMS Provider and on the list page select the multiple numbers you want to
add.
3. Click OK.

When adding Twilio SMS phone numbers to your SMS media server, you require, in addition to
the SMS phone number, the Twilio Account SID and the Account Authentication Token. For more
information, see "Adding SMS to Multimedia Contact Center".

A single SMS number can be used with multiple queues, provided the SMS Inbound workflow is
modified to route SMS messages through a method other than by the <<DestinationQueues>>
variable, such as with an Ask activity. For more information on the default SMS workflow, see
"Default SMS Inbound workflow".

5.2.9 Adding media types to Multimedia Contact Center

Adding media types to Multimedia Contact Center applies Inbound, Inqueue, and Response
routing rules to email, chat, SMS, and open media interactions, directing them to the agents best
suited to respond.

Administrators add media types to Multimedia Contact Center by adding and configuring media
servers in YourSite Explorer. Media servers are accessed via the Multimedia tab. Multimedia
Contact Center supports one media server for each type of multimedia. When a multimedia
media server is added to YourSite Explorer, that media type becomes unavailable in the Add
drop-down list in the Media Server tab. If you want to add a new media server of that type, you
must either delete the current media server of that type or make it historical.

Note:

When adding media servers, administrators must indicate if the contact center operates over
midnight. If not, reporting over midnight may not be accurate, and agent shifts are closed
after the last agent events before midnight. For more information, see "Extending reporting
over midnight".

For information on configuring specific media types see

• "Adding email to Multimedia Contact Center".

• "Adding chat to Multimedia Contact Center".
• "Adding SMS to Multimedia Contact Center".
• "Adding Open Media to Multimedia Contact Center".

For information on configuration options shared among media types, see

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• "Deleting multimedia media servers".

• "Applying inbound routing rules to contacts".
• "Configuring Advanced options for media servers".
• "Extending reporting over midnight".
• "Specifying when Make Busy and Do Not Disturb timers begin".
• "Configuring response templates for email and chat".
• "Enabling Conversation Detail reporting".

5.2.9.1 Deleting multimedia media servers

When an administrator deletes a multimedia media server, all data associated with the media
server and all devices configured and associated to that media server are deleted. Employee
agent IDs for that media type are deleted and removed from their agent groups. Queues are
deleted and removed from their associated queue groups. Multimedia workflows are not deleted
but Inbound and Response workflows are disassociated from the deleted media server and
Inqueue workflows are disassociated from the deleted queues.

To delete a multimedia media server

1. Click Multimedia > Media servers.

2. Select the media server you want to delete and click Delete.
3. Click OK.

5.2.9.2 Applying inbound routing rules to interactions

Adding media requires administrators to apply routing rules to inbound interactions retrieved from
media servers. The Inbound Routing tab enables administrators to view and modify the workflows
and activities defining inbound routing rules.

New media servers are associated to the appropriate default workflows. For example, when an
administrator adds an email media server, the system automatically associates the Default Email
Inbound workflow to it. Administrators can customize these default workflows to suit the contact
center’s needs. The workflow displaying on a media server's Inbound Routing tab is associated
to that media server.

For more information on working with visual workflows and applying routing rules to interactions,
see

• "Multimedia routing using visual workflows".

• "Multimedia Contact Center default workflows".

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5.2.9.3 Applying response routing rules to

interactions
Response routing determines how the system handles completed interactions. For example,
chat response workflows can mail interaction transcripts to customers, post-chat. Email response
workflows can send customers surveys after email exchanges or supervisors copies of agent
email responses. SMS response workflows can store the transcript of an SMS interaction and the
handling agent in a CRM database. Open media response workflows could send SMS messages
with promotional codes or provide a web link for customized deals or recommendations.

Response routing is configured via Response workflows, located on the Response Routing tab of
the media server.

New chat media servers are associated to a default Response workflow. Administrators can
customize this workflow to suit the contact center’s needs. For more information on the Default
Chat Response workflow, see "Default Chat Response workflow".

Default Response workflows are not provided for email or SMS media servers. Administrators
must create these workflows.

Note:

• Variables in Response workflows/subroutines are based on the agent’s reply,

not the customer’s original interaction. For example, in Inbound and Inqueue
workflows/subroutines the <<From>> variable populates with the customer’s
sending address. The <<To>> variable populates with the queue’s address.
• If you have a valid email response workflow and the Validate workflow option is
selected, the workflow executes every time an email response is sent in Ignite.
• Email content inserted via the <<Body>> variable in the Email activity is limited to
2MB. After 2 MB, content inserted via the <<Body>> variable is truncated.

For more information on working with visual workflows and applying routing rules to interactions,
see

• "Multimedia routing using visual workflows".

• "Multimedia Contact Center default workflows".

5.2.9.4 Configuring Advanced options for media

servers

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Note:

For information on configuring advanced options specific to email, chat, SMS, or open media
media servers, see "Configuring Advanced options for email media servers", "Configuring
Advanced options for chat media servers", and "Configuring Advanced options for SMS
media servers"

Configuring Advanced media server options enables administrators to

• Disable alarm reporting for the media server

• Configure intervals for generating queue statistics (for real-time purposes)
• Enable or disable previews of contacts

The following configurations take place in Multimedia > Media servers.

To disable alarm reporting for the media server

1. Select the media server and click the Advanced tab.

2. Deselect Enabled for alarms.
3. Click Save.

To configure intervals for generating queue statistics

Note:

This option determines, for real-time purposes, how frequently the system generates a queue
statistics record.

1. Select the media server and click the Advanced tab.

2. To generate a new queue statistics record as statistics change, select Report on
Change.
3. To generate a new queue statistics record every minute, select Report Every 60
Seconds.
4. Click Save.

To enable or disable previews of interactions

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Note:

The option enables administrators to control whether agents can preview interactions that are
in queue or ringing in the Inbox.

1. Select the media server and click the Advanced tab.

2. To enable agents to preview messages, select Allow agent preview.
3. Click Save.

5.2.9.5 Extending reporting and agent shifts over

midnight
Administrators at contact centers operating over midnight should select ‘This enterprise operates
24 hours a day’ for the media server. This option provides more accurate reporting over midnight
and determines when and how agent shifts are opened and closed after midnight.

If this option is selected, the system automatically closes and re-opens agent shifts at midnight.
All agents remain logged into the system. Agent shift reporting is uninterrupted over this period.

If this option is not selected, the system closes agent shifts after the last agent event before
midnight. The system re-opens agent shifts after the first agent event after midnight. All agents
remain logged into the system. Agent shift reporting is not extended between the time agent
shifts close and the time they re-open.

Note:

Contact centers operating over midnight and rebooting their servers overnight should consult
the following Mitel Knowledge Base article, to enable agents to retain their states post-
reboot: http://micc.mitel.com/kb/KnowledgebaseArticle52046.aspx

To extend reporting and agent shifts over midnight

1. Select Multimedia > Media servers.

2. Select the media server and click the Data Summary Options tab.
3. Select This enterprise operates 24 hours a day.
4. Click Save.

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5.2.9.6 Specifying when Make Busy and Do Not

Disturb timers begin
Agents can enter Make Busy (MKB) or Do Not Disturb (DND) while handling interactions to
ensure that, once they are finished, they are not offered another message. By default, the real-
time MKB and DND timers begin after the message is handled and agents do not appear in
MKB or DND until this time. This enables agents to take scheduled breaks while remaining in
adherence.

Administrators can set the MKB and DND timers to begin as soon as the agent enters MKB or
DND.

To specify when the MKB and DND timer begins

1. Select Multimedia > Media servers.

2. Select the media server and click the Data Summary Options tab.
3. To start MKB and DND when the agent ends the interaction, select Reset Make Busy
and Do Not Disturb time after conversation ends.
4. To start MKB and DND duration when the agent enters either state, deselect Reset
Make Busy and Do Not Disturb time after conversation ends.

5.2.9.7 Reply Templates

Reply Templates are listed below:

• Personal reply templates

• Global reply templates

Note:
Personal reply templates are not Global reply templates.

If your looking personal reply templates see Configuring reply templates for email, chat, sms, and
open media.

if your looking global reply templates see Global reply templates.

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5.2.9.7.1 Configuring Reply templates for email,

chat, SMS, and open media
Administrators can configure templates to be applied to email, chat, SMS, and open media
responses. Reply templates enable efficient and uniform responses to common questions and
requests.

Email templates must be in .msg or .txt format, and .msg email templates may contain images.
Do not copy content containing images in .msg files directly from Outlook. Save this content
as .msg files in the Reply Templates folder and leverage from there. Chat and SMS;templates
must be in .txt format. Chat and SMS share templates.

Administrators store templates in either the default template folder created during installation, or
in a folder on a network share. A network share is required if agents are permitted to create and
modify templates and therefore must access them.

The default Reply Templates folder created during installation is located at <installation drive>:
\<installation folder>\Templates\ReplyTemplates. This folder contains the subfolders Email, Chat,
and SMS in which there are sample templates for the corresponding media type.

If agents are permitted to create and modify templates, administrators must create a folder in
network share to house the sample templates. We recommend that you create a folder structure
to organize the templates by media type and area of business. By default, the server points to
the default Reply Template folder created during installation. The administrator must ensure that
media servers point to the folder that they created on network share instead of the default Reply
template folder.

To point the media server to a folder on a network share, complete the following procedure.

Note:

Everyone' and/or 'Users' permissions are required for the folder in which the reply templates
are stored. If the you have permissions for the reply template files, but do not have
permissions to folder in which the reply templates are stored, YourSite Explorer displays an
error.

If templates are housed on a network share, you must perform the following:

• Configure identity settings for the CCMWa, MCCWa, and MiCCSDK web applications
• Configure security permissions for CCMWa, MCCWa, and MiCCSDK
• Point the media server to a network share folder

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To configure identity settings for the CCMWa, MCCWa, and MiCCSDK web applications

1. On the Enterprise Server, navigate to Internet Information Services (IIS) Manager.

2. Under Connections, select Application Pools.
3. Right-click CCMWa and select Advanced Settings….
4. Under Process Model, for Identity click the … button.
5. Select Custom account: and click Set….
6. On the Set Credentials window, enter the Windows credentials for the identity under
which the MiContact Center Business Configuration Manager service runs and click
OK.

Note:

• You can retrieve this identity by navigating to Windows' Services list.

• Domain names must be included in the username. E.g. Domain\Username

7. Click OK.
8. In the Advanced Settings window, under Process Model, set the value for Load
User Profile to True.
9. Click OK.
10. Repeat the above steps for MCCWa, and MiccSDK.

To configure security permissions for CCMWa, MCCWa, and MiccSDK

1. On the Enterprise Server, navigate to Internet Information Services (IIS) Manager.

2. Under Connections, expand Sites > Default Web Site.
3. Right-click CCMWa and select Edit Permissions....
4. Click the Security tab and, for Users, set 'Allow' for the following permissions only:

• Read & execute

• List folder contents
• Read
5. Repeat the above steps for MCCWa and MiccSDK.

To point the media server to a network share folder

1. Click YourSite > Media servers, and select the Advancedtab.

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2. Under Reply template, click the Browse button.

Alternatively, enter the path in the Location field and click the Browse button. This redirects
the Browse dialog to the specified path.
3. Navigate to the network folder housing the templates and click OK. Alternatively, type
the network share folder path in the Location field.

Note:

• Only network share folder paths are supported. For example, the folder path
should look like \\ServerName\SharedFolderName. Standard paths are not
supported.
• To point the server back towards the default folder, delete the network share
path.

4. Click Save.

5.2.9.7.2 Global Reply Templates

Global Reply Templates are some basic and standard reply templates that are created
by supervisors and can be used by anyone. Global Reply Templates can be managed by
supervisors in Web Ignite > Tools > Global Reply Templates.

Global Reply Templates may be managed by supervisors depending if the May see all queues
check box is selected in the advanced tab of the Supervisor's Employee record in YSE

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• If May see all queues check box is not selected, supervisors can see only templates
that are not associated to any queue or templates that are associated to queues that
the supervisors are allowed to see.
• If May see all queues check box is selected, supervisors can see all templates.

Note:
Agents cannot like or add warnings for templates, Supervisors cannot dislike
templates.

Supervisor can Search, Add, Edit, or Delete Global Reply Templates in Web Ignite.

Each Template displays the following fields:

• Question/concern field – Displays the relevant question or concern the template

belongs to, this is the text that is analyzed by the system when it provides suggestions
in the Inbox.
• Template – Displays the reply text of the selected Reply Template
• Media – Displays the media type of the template.
• Tags – Displays the Keywords associated with the Template.

Note:

During a system upgrade, old templates present in the system (in the form of txt or msg files)
are migrated to the new format. When that happens, the path of the old template is used to
created tags. For example, if an old template was found under the “English\Support” directory
structure, the tags will be “English > Support”.

If there is more than one listed template, by default it shows in descending order based on date
modified. You can display results by the date, question/concern, Media, and Tags. If there are
more than 10 templates listed, then click Show more button to see more templates.

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The Search textbox allows you to search for templates (matching keywords found in either the
Question/Concern, template, or tags). The results are displayed in the paged list.

Adding Global Reply Template

Do the following:

1.
Click icon to add new templates.
2. Optionally, add tags and select a media.
3. Optionally, click Associate to associate queues to new templates.

Note:
Templates that are associated with queues can be seen only by agents who are
assigned to these queues.

4. Enter the Question.

5. Enter the Template content. You can add images in the Template, and also add a
template inside a template.

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6. Click Save.

Note:
If you enter a search keyword before creating a new template, and that search
keyword doesn't match the Question/Concern, template or tags in the new
template you're creating, After you save, you will not find that template in the list
(you must first remove the search string before you see that new template in the
list).

Editing Global Reply Template

If you select a template to edit, you will see two tabs as described below:

• Details tab - Allows you to add tags, media, question/concern, and the template
content with text.
• Queues tab – Displays the queues associated with that template. Click Disassociate
button to dissociate a queue if needed, and Click “Associate" button to associate new
queues.

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Note:

• If queues are specified, only agents associated with those queues will be able
to see those templates in their inbox.

• You can see only queues that you are associated with if the new May see
all queues check box is not selected in the advanced tab of the supervisor's
Employee record in YSE.

• You can associate new queues and dissociate existing queues.

If there were no associated queues or if you disassociate all the queues a warning "No queues
are associated with this global reply template: all agents will have access to it" is displayed
and if you associate at least one queue, the warning displayed above disappears.

Deleting Global Reply Templates

Click the "Delete" icon to delete the reply template. You will see a warning message to
confirm or cancel the delete action.

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If the reply template is deleted, a pop-up message temporarily indicates success:

• If the deleted template was linked to an interaction, you can convert the interaction
again to a template. This interaction does not remain in a disliked state.
• If the deleted template was linked to a case, you can convert the case again without
seeing a warning about the fact that a template already exists. This case remains in a
disliked state because the case could have been disliked using the dislike button.

Saving a Global Reply Template

Click this icon to save your changes to the template. You can save your changes to the
template for the following actions:

• adding/removing tags
• updating the "Question/Concern" text
• updating the template text
• updating the media
• associating or dissociating any queue

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Note:

• You cannot save a template with blank text in the Question/Concern or

Template section else an error message is displayed.
• You will get an error message and the changes will not be saved, if you forget to
save and try to do one of the following actions:

• selecting another template

• searching a template
• selecting an Order filter
• clicking the Back button
• Select another menu on the left (like "Cases" or "Options" for example).
• You can revert your action (and click Save) if you click the Cancel button.

Converting Multimedia Interaction to a Global Reply Template

Supervisor can convert a multimedia interaction into a Global Template. This is allowed for
Handled Chats or SMS and for Sent emails but not for Handled Emails.

1.
Go to Web Ignite > History section, select a valid interaction, then click icon in the
Chat, SMS or Email tab.

• For Email Interaction: You will see Customer Question/Concerns and Response.
• For Chat and SMS: You will see Customer Question/Concerns and Response with
a check box to include each section in Final Template.
2. Click Next.

Note:
You must select at least one Question/Concern and one response, else you will
not be able to click Next.

3. Preview the entered content.

4.
Optionally, you can add Tags, click icon and enter required tags.
5. Click Save and click OK.

Converting User Notes to a Global Reply Template

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Supervisor can convert Notes into a Global Reply Template, if the case has at least one user note
set. If the "Customer Questions/Concerns" field is not set the Notes cannot be converted to Reply
Template.

1.
Go to Cases, select a case and in the Notes tab, click icon.
2. Select one Question/Concern and a Note, Click Next.
3. Preview the entered content.
4.
Optionally, you can add Tags, click icon and enter required tags.
5. Click Save and click OK.

5.2.9.8 Enabling Conversation Detail reporting

Note:

• Conversation Detail reporting is available for email, chat, SMS, and open media
only. Multimedia Trace reports provide commensurate data on voice, email, chat,
SMS, and open media.
• After enabling Conversation;Detail reporting, data must be summarized for the
applicable date ranges.

Conversation Detail reports illustrate, by device, how interactions transition through your system
and provide a high-level view of how customer interactions were handled. For more information
on Conversation Detail reporting, see the reports guide appropriate to your MiContact Center
BusinessMicrosoft Skype for Business licensing level.

To populate Conversation Detail reports with data, you must enable Conversation Detail reporting
for the media server.

To enable Conversation Detail reporting

1. Select Multimedia > Media servers.

2. Select the media server and click the Data Summary Options tab.
3. Select Conversation detail reporting.
4. Click Save.

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5.2.10 Adding email to Multimedia Contact Center

Adding email enables Multimedia Contact Center to retrieve a contact center’s email from an
email server and route interactions to the appropriate queues and agents. To see supported
mail servers and mail server requirements, see "Integrating Multimedia Contact Center with mail
servers" and "Mail server requirements".

Administrators can add only a single email media server to YourSite Explorer. Before deleting an
existing media server, see "Deleting multimedia media servers" for important information.

Note:

Administrators must configure SMTP and IMAP or EWS connections to Multimedia

Contact Center before adding email. See the appropriate sections of this guide for relevant
information and procedures.

To add email to Multimedia Contact Center, administrators must

• Add an email media server to YourSite Explorer

• Specify the media server's name and site
• Apply inbound routing rules to contacts retrieved from the email server
• Associate mail servers to the email media server, to begin routing

See below for the corresponding procedures. To disassociate mail servers from the email media
server, see "Disassociating mail servers from email media servers".

Optionally, administrators can

• Create Response workflows

See "Adding email to Multimedia Contact Center".

• Specify Data Summary Options, such as indicating that the contact center operates 24
hours a day

See "Extending reporting and agent shifts over midnight".

• Specify advanced configuration options for handling email, such as customizing case
and ticket number information in email subject lines

See "Configuring Advanced options for email media servers".

To add an email media server to YourSite Explorer

• Click the Multimedia tab and select Media servers > Add > Email.

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To specify the media server’s name and site

1. Select the email media server and click the General tab.
2. Type a Name to identify the server for management and reporting purposes.

Note:

The Media Server ID;field is populated with a unique number after the media server is
saved.

3. After Site, click the Browse button and select the media server’s location.

To add a new site, see "Adding sites".

4. Click Save.

To apply inbound routing rules to contacts retrieved from the email server

• See "Applying inbound routing rules to interactions".

To associate mail servers to the email media server

1. On the General tab, after Mail Server(s), click the Browse button.
2. Select any email accounts to associate to Multimedia Contact Center and click OK.

Note:

All outgoing email is sent through these accounts, and the system retrieves emails from
the accounts' associated Inboxes.

3. Click Save.

5.2.10.1 Configuring Advanced options for email

media servers
Configuring Advanced email options enables administrators to

• Customize case and ticket number information in email subject lines

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Note:

Using aliases or distribution groups ensures that an email sent to two contact center
addresses will share the same case number. A single email sent to addresses on different
mail servers will generate different case numbers. For more information, see "Integrating
Multimedia Contact Center with mail servers".

• Remove case and ticket numbers from email subject lines

The following configurations take place in Multimedia > Media servers.

To customize case and ticket number information in email subject lines

Note:

• This option must be enabled for preferred agent routing to function. See "Routing
contacts with the Offer to Preferred Agent activity".
• This option must be enabled to search contact history by case in Ignite.

1. Select the media server and click the Advanced tab.

2. Deselect Disable auto case and ticket number generation.
3. After Case Prefix:, specify the prefix identifying case numbers.
4. After Ticket Prefix:, specify the prefix identifying ticket numbers.
5. Click Save.

To remove case and ticket numbers from email subject lines

1. Select the media server and click the Advanced tab.

2. Select Disable auto case and ticket number generation.
3. Click Save.

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5.2.10.2 Disassociating mail servers from email media

servers
If administrators intend to delete a mail server, we recommend first disassociating it from the
email media server several days in advance. This allows pending emails to clear the system,
before the mail server is deleted.

To disassociate a mail server from an email media server

1. Click YourSite > Media servers and select the email media server.
2. On the General tab, after Mail Server(s), click the Browse button.
3. Select the check boxes beside the mail servers to be disassociated from the email
media server.
4. Click OK.
5. Click Save.

5.2.11 Adding chat to Multimedia Contact Center

Note:

If you are using Contact Center Messenger Chat, for more information see "Adding Contact
Center Messenger to Multimedia Contact Center"

Adding chat enables Multimedia Contact Center to route chat sessions to the appropriate queues
and agents. The chat media server resides as a service within the CCMWa web application,
which is used to manage chat sessions and is automatically installed on the Enterprise Server at
http://<Enterprise Server>/CCMWa (visible in a chat server’s ‘Internal URL for chat root’ field).

To offer chat, the chat media server requires that a reverse proxy be set up to offer CCMWa from
the Enterprise Server to the contact center’s web server. A chat media server can be added and
configured and be tested internally without a reverse proxy by using the Internal URL for chat root
as the External URL for chat root, but it will not be available for a contact center’s customers. For
information on offering chat, setting up reverse proxies, and configuring chat request and chat
session settings, see "Enabling chat". For information on setting up CCMWa with a reverse proxy,
see "Publishing Chat and Contact Us to the Internet using reverse proxies".

CCMWa is made available from the Enterprise Server to the contact center’s web server through
a reverse proxy. Before adding the chat media server to Multimedia Contact Center, you must
have first set up the reverse proxy for http://<enterprise server>/CCMWa. This external-facing
URL must be entered in the ‘External URL for chat root’ field, which validates the URL and

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confirms that the reverse proxy has been applied correctly. Valid URLs are confirmed with a
green checkmark icon. Invalid URLs are indicated with a red X icon. URLs that the system cannot
confirm are marked with a question mark icon.

To add chat to Multimedia Contact Center, administrators must

• Add a chat media server

• Specify information for the chat media server, including name, site, URL, and auto
response username
• Modify the Default Inbound Chat workflows

See "Applying inbound routing rules to interactions".

• Modify the Default Response routing rules to Chat

See "Applying response routing rules to interactions".

Optionally, administrators can

• Make the chat media server historical

• Specify Data Summary options

See "Extending reporting and agent shifts over midnight" and "Specifying when Make Busy
and Do Not Disturb timers begin".
• Specify advanced configuration options for chat servers, such as enabling alarms and
configuring reporting intervals for queues

See "Configuring Advanced options for chat media servers".

To add a chat media server

• Click the Multimedia tab and select Media servers > Add > Chat.

Note:

Default Inbound and Response Chat workflows are assigned to the server. Modify these
workflows to specify routing rules for the contact center. See "Default Chat Inbound
workflow" and "Default Chat Response workflow".

To specify the chat media server’s name, site, external URL for chat root, Auto Response
Username, and configure default workflow email activities

1. After Name, type the name of the media server.

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Note:

To distinguish between the various types of media for management and reporting
purposes, you must give each media server a unique name when setting up your site.

2. After Site, click the Browse button to select the site where the chat server resides.

To add a site, see "Adding sites".

3. Enter the External URL for chat root.

The External URL for chat root is the URL used with the reverse proxy to make chat externally
available. Valid URLs are confirmed with a green checkmark icon. Invalid URLs are indicated
with a red X icon. URLs that the system cannot confirm are marked with a question mark icon.

Note:

The Invalid URL icon may display until a complete and valid URL is entered.

4. After Auto Response Username, enter the name to be used for sending automated
messages to contacts.
5. Click the Inbound Routing tab and add an SMTP and To: email address destination for
all email activities in the workflow.

See "Sending emails with the Email activity".

6. Click the Response Routing tab.
7. Right-click the Email activity and select Edit SMTP server.
8. Select a mail server and click OK.
9. Click Save.

To make a chat server historical

1. Select a Chat media server and click the General tab.

2. Click Make historical.
3. Click Save.

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5.2.11.1 Configuring Advanced options for chat media

servers
Configuring Advanced chat options enables administrators to

• Choose to use employees’ nicknames in chat interactions.

Note:

By default, employees are identified by their first name (as configured in the Employee
device page in YourSite Explorer) in chat sessions. If employees have nicknames
associated with them in their Employees entry, these can be used instead.

• Set the amount of time a closed chat session can remain idle before being terminated

Note:

If customers accidentally exit the browser or close the chat window, this configuration
determines how long they have to return to the live chat session. Customers can re-
access the session by returning to the business site and re-entering the chat request.

• Change the reply template location from the default

For more information on reply templates, see "Configuring response templates for email and
chat".

The following configuration takes place in Multimedia > Media servers.

To use employee nicknames in chat interaction public interactions

1. Select the chat media server and click the Advanced tab.
2. Select the Use agent nickname for public interaction check box.

Employee nicknames are configured in Multimedia > Employees in the Profile tab.
3. Click Save.

To configure how long closed chat sessions remain idle before being terminated

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Note:

If customers accidentally exit the browser or close the chat window, this configuration
determines how long they have to return to the live chat session. Customers can re-access
the session by returning to the business site and re-entering the chat request

1. Select the chat media server and click the Advanced tab.
2. After Terminate closed chat sessions that are idle for longer than the specified
minutes, set the number of minutes.

Note:

For Contact Center Messenger Chat media server, you can set the number of minutes to
0 which specifies the session is disabled or to 10 minutes or higher.

3. Click Save.

To change the location of the reply templates

1. Select the chat media server and click the Advanced tab.
2. After Location, click the Browse button.
3. Select the folder and click OK.

Note:

The reply template folder must be located on a UNC (Universal Naming Convention) path,
also known as a shared network path.

5.2.12 Adding Contact Center Messenger to Multimedia

Contact Center
CloudLink is Mitel’s next-generation CPaaS (Communications Platform as a Service) product that
enables communication between on-premises and feature-rich cloud-based applications.

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Amongst the various Unified Communication (UC) features, the MiContact Center Business
Chat feature (which includes sync across devices, file transfer, group chat) will be available to
existing MiContact Center Business chat users through CloudLink. This feature will be referred to
in MiContact Center Business as Contact Center Messenger.

With the introduction of Contact Center Messenger, two modes of UC chat are available for all
existing MiContact Center Business users: the legacy MiContact Center Business Chat and the
CloudLink Chat Customers need to adapt to whichever, legacy MiCC-B Chat or CloudLink Chat,
is configured on their system.

Note:

Once the legacy chat media server is converted to CloudLink- based Contact Center
Messenger, you cannot revert to the legacy chat media server.

Contact Center Messenger simplifies the deployment of chat support in Contact Center's
websites.

The Contact Center Messenger UI is powered by the custom chat component. The UI supports
several new features for sending, receiving, and displaying messages.

Note:

At a time, either Legacy MiContact Center Business chat or Contact Center Messenger chat
will be enabled.

MiCC-B has developed an internal web app called CloudLinkProxy. This app helps MiCC-B to
communicate with CloudLink. CloudLinkProxy is installed by the MiCC-B installer during fresh
installations or upgrades. If you uninstall MiCC, the MiCC installer removes CloudLinkProxy.
MiCC-B installer will install CloudLinkProxy only if the multimedia feature is enabled.

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Note:

When you use Contact Center Messenger, all traffic is initiated as outbound. If you are
locking out Internet access from the server and\or clients, you may need to enable the
following connections.

See the following references for network requirements:

• Configuration Prerequisites
• Network View
• CloudLink Chat Integration

For more information about CloudLink, see CloudLink Gateway User Guide.

5.2.12.1 Supported Browsers

Contact Center Messenger will support Chrome, Edge, Firefox and Safari browsers.

5.2.12.2 Creating CloudLink Accounts

To integrate Contact Center Messenger with MiCC-B, the administrator of MiCC-B must have a
CloudLink account set up by the Mitel Partner.

On the CloudLink Accounts Console, the Mitel partner or counterparts can create customer
accounts for the MiCC-B users and specify administrators for these accounts. An account
administrator can add, delete, or edit users’ information in the customer account. For enabling the
chat integration, a MiContact Center Business administrator must have administrator rights on a
CloudLink account.

Following is a brief description of the procedure that a Mitel channel partner follows to create
CloudLink accounts and account administrators.

1. Log in to the MiAccess portal using the MiAccess credentials.

2. On the left tab, select CloudLink Accounts Console > Add account and create an
account for the customer.

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Note:
If you do not see the CloudLink Accounts Console, please contact
[email protected].

Important:

You must enable Delegated Authentication, Allow Guest Access, Enable MiCC
settings while creating the customer account on CloudLink, this will integrate CloudLink
with MiCC-B.

3. Select the user, click the Account Admin button to create an account administrator
for the customer account. Multiple administrators can be created for the same
account.

Note:

End-users will be added automatically from MiCC-B during Cloudlink activation.

4. A welcome email, with the account administrator’s log-in credentials is sent to each
account administrator. Account administrators must verify their name and set a
password by clicking Finish building your account link in the email body.
5. The MiCC-B administrator must use the credentials provided in the welcome email to
access MiCC-B Auth Portal and to activate the Cloudlink integration.

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Note:

• If an account administrator has been mapped to different customer accounts,

the Account Number, which is provided in the welcome email must be used to
verify an account.
• The user must have a valid email address before enabling the Contact Center
Messenger.

For more information about the CloudLink accounts, see: https://mitel.help/latest/en/cloudlink-

accounts.

5.2.12.3 Embedded Chat

Embedded Chat enables the customers to begin a chat request into the contact center. You can
design a chat template and plug in the script into an existing webpage to add a chat overlay that
provides the ability to begin a contact center chat.

You can either create a new Embedded Chat by clicking the Create button or clone an existing
Embedded Chat by clicking the Clone icon.

5.2.12.3.1 Configuring Embedded Chat without

Google AI

1. Log in to https://cc-admin.mitel.io console using your CloudLink account credentials or

click the app launcher from the accounts portal to switch to CC-Admin.
2. Click Create to create a new Embedded Chat.
3. Enter a name for the Chat
4. Enter a label for the Chat Widget. This field sets the text that is displayed on the chat
widget icon when the chat overlay is displayed on the screen.
5. Do not toggle on the Google AI button.
6. Select the Chat Overlay location.
7. Select a Chat Overlay theme.
8. Select Desktop and Mobile Chat Overlay Sizes.

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Note:
Chat overlay fields do not accept any size values that are out of range; that is, zero
or negative values. Chat sizes are only considered for Overlay chats and not for
Popup chats (see Step 11)

9. Select Chat Locale

10. (Optional) Enter Headings. This is the text that will appear on the chat overlay Title
and subtitle positions for both the contact us page and landing pages.
11. (Optional) You can customize the Chat Window option to always show the chat
window on startup or to always launch /popup the chat in a new window.

Note:
Chat options labeled with (popup) will not consider the Overlay sizes configured in
Step 8.

12. (Optional) Recaptcha. This is a free service that uses advanced risk analysis
techniques to tell humans and bots apart. This option is enabled by default when
creating a new embedded chat.
13. (Optional) Chat Options. By default, the below settings are not enabled.

• Enabling chat debug logging: This setting is to turn on debug logging on the
customer browser when accessing the embedded chat.
• Allowing file transfers on the customer side: When Enabled, this allows
customers to upload files into the chat conversation.
14. To set chats based on MiCCB availability or Queue Presence; select MiCC Options,
toggle Check MiCC server availability and Check queue availability button to on or
off based on your choice

By default, they are disabled for new chats and enabled for existing chats. For chats outside
the queue's schedule and if the same option is checked in CC-Admin, then you can start live
chats by clicking Start Live Chat and entering the queue details in the Edit Queue options.
15. (Optional) Chat Pre-Route Greeting. This is an optional message which will inject
a message into the chat stream immediately before the chat is routed to the MiCC
Business enterprise server. It will appear as a System message.
16. Enter a value for the Message for MiCC overloaded field. This is the message that
will be displayed when the CloudLinkProxy is down or if we have hit the maximum
capacity of concurrent chats the system can handle.
17. (Optional) Click Add on the Contact Us Options and enter details of Phone, Email
and SMS.

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18. (Optional) Click the Add on the Chat Overlay fields and enter the fields that you would
want to reflect on the Live Chat Page. You can set the following fields.

• Visible or Hidden
• Required or Not Required

For phone number predefined phone number field is added to facilitate the customer with a
built in phone number form fields that will help ensure a valid phone number is entered.
19. (Optional) Click Queue Options and enter the required queue information.

Note:

If the default queue field is not provided or the user is not allowed to pick a queue, then
the inbound chat workflow on MiCC needs to be configured to route to a specific queue
as using <Default Queue> which doesn't work if no queue information is passed from the
chat overlay.

20. Click Save.

21. On the Embedded Chats Pages, the new Chat Overlay is listed.
22. Click on Copy to Clipboard icon to copy the script.
23. Paste the script inside script tag under the head section of the webpage.

Note:

The Start Live Chat button appears if at least one visible field is configured in Chat
Overlay script

5.2.12.3.2 Configuring Embedded Chats with Google

AI
Pre-requisites:

Before you configure Embedded Chat with Google AI enabled, you must configure a GCP
account and enable Dialogflow. You must configure the Dialogflow bot to interact with the
customer.

Following is the complete procedure for configuring Embedded chats with Google AI.

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1. Log in to https://cc-admin.mitel.io/ console using your CloudLink account credentials or

click the app launcher from the accounts portal to switch to CC-Admin.
2. Click Create to create a new Embedded Chat.
3. Enter a name for the Chat.
4. Enter a label for the Chat Widget. This field sets the text that is displayed on the chat
widget icon when the chat overlay is displayed on the screen.
5. Toggle the Google AI button to enable Google AI. This will enable Agent Assist
toggle button.

• Enabling Agent Assist allows the suggestions panel to be displayed on the Ignite
screen.

Note:
Before enabling the Google AI, you must ensure that your Mitel Channel partner
has an authorized partner agreement signed which states that the mandatory
services engagement for onboarding/activation has been followed and the
customer has signed a subscription for virtual Agent/Agent Assist capabilities. For
more information, you must contact your Mitel contact center sales specialist.

6. Enter the Google project details that you have created while configuring the GCP
account for the customer. Enter the google project ID and service account name and
click Create Project.
7. Enter a name for the Google Bot and click Assign bot name button. The Google Bot
name will be displayed when the Google Bot interacts with the customer in the chat.
8. If Agent Assist is enabled.

• If you enable the display suggestions for agent messages option, it will display
suggestions for messages typed by the agent (also, for the customer).
• In the Setup Conversation Profile section, you can configure whether the Article
source, FAQ source, or both will be displayed in the suggestions panel in Ignite.
• To add an Article source:

• Click Add Article source.

• In the side panel, specify a number from 1 to 20 to set the maximum results to
show per suggestion.
• Toggle the Specify Confidence Threshold option to ON and select a value ranging
between 0.05 and 0.1.

Confidence threshold allows you to control which suggested articles are displayed for
a conversation depending on the scores Agent assist has assigned for the articles. The
articles for which the score is equal to greater than the value you select will be displayed
and the other articles will be dropped.

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Note:

If you do not turn on the Specify Confidence Threshold option, none of the suggested
articles will be dropped.

• Select Article Suggestion type for the knowledge base.

Note:

If you select a type of Knowledge base that has a combination of FAQ and Article
suggestions type documents in it, then only the article suggestions will be considered.

• Click Save to save the changes.

• To add FAQ source:

• Click Add FAQ source.

• In the side panel, specify a number from 1 to 20 to set the maximum results to
show per suggestion.
• Select FAQ Suggestion type for the knowledge base.

Note:

If you select a type of Knowledge base that has a combination of FAQ and Article
suggestions type documents in it, then only the FAQs will be considered.

• Click Save to save the changes.

• Click Setup Profile, once you have configured all your sources.
9. Select the Chat overlay location.
10. Select a Chat Overlay theme.
11. Select Desktop and Mobile Chat Overlay Sizes.

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Note:
Chat overlay fields do not accept any size values that are out of range; that is, zero
or negative values. Chat sizes are only considered for Overlay chats and not for
Popup chats (see Step 14)

12. Select Chat locale.

13. (Optional) Enter Headings. These are the text that will appear on the chat overlay Title
and subtitle positions for both the contact us page and landing pages.
14. (Optional) You can customize the Chat Window option to be either placed on the
start-up or launch/pop-up the chat in a new window.

Note:
Chat options labeled with (popup) will not consider the Overlay sizes configured in
Step 11.

15. (Optional) Recaptcha. This is a free service that uses advanced risk analysis
techniques to tell humans and bots apart. This option is enabled by default when
creating a new embedded chat.
16. (Optional) Chat Options. By default, the below settings are not enabled.

a. Enabling chat debug logging: This setting is to turn on debug logging on the
customer browser when accessing the embedded chat.
b. Allowing file transfers on the customer side: When Enabled, this allows
customers to upload files into the chat conversation
17. To set chats based on MiCCB availability or Queue Presence; select MiCC Options,
toggle Check MiCC server availability and Check queue availability button to on or
off based on your choice.

By default, they are disabled for new chat and enabled for existing chats. For chats outside
the queue's schedule and if the same option is checked in CC-Admin, then you can start live
chats by clicking Start Live Chat and entering the queue details in theEdit Queue options.
18. (Optional) Chat Pre-Route Greeting. This is an optional message which will inject
a message into the chat stream immediately before the chat is routed to the MiCC
Business enterprise server. It will appear as a System message.
19. Enter a value for the Message for MiCC overloaded field. This is the message that
will be displayed when the CloudLinkProxy is down or if we have hit the maximum
capacity of concurrent chats the system can handle.
20. (Optional) Click Add on the Contact Us options and enter details of Phone, Email,
and SMS.

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21. (Optional) Click Add on the Chat Overlay fields and enter the fields that you would
want to reflect on the Live Chat page. You can set the following fields.

• Visible or Hidden
• Required or Not Required

For phone number predefined phone number field is added to facilitate the customer with a
built-in phone number form fields that will help ensure a valid phone number is entered.
22. Click Queue Options and enter the required queue information.
23. Click Save.
24. On the Embedded Pages, the new Chat is listed.
25. Click on Copy to Clipboard icon to copy the script.
26. Paste the script inside script tag under the head section of the webpage.

Note:

The Start Live Chat page appears if at least one visible field is configured in Chat Overlay
script.

5.2.12.4 Configuring Contact Center Messenger in

YourSite Explorer
To use Contact Center Messenger, you must complete the configuration process as described
below:

5.2.12.4.1 Connecting CloudLink

1. In YourSite Explorer, go to Enterprise and select the CloudLink tab.

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2. Click the Connectto CloudLink button.

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3. The CloudLink log-in page is displayed.

4. Enter the username and password and click the log in button.

Note:

If the log in fails, the system displays an error message.

5. On successful log in, the YourSite Explorer displays the Disconnect button.

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Note:

The Disconnect is not displayed in the following scenarios:

• If you provide the wrong credentials.

• If you click the Cancel button in the CloudLink log in page before entering the
credentials.

5.2.12.4.2 Configuring Contact Center Messenger

Media Server
After integrating CloudLink with chat, the Chat media server user interface must be modified.

Note:

Users must have a valid email address before enabling the Contact Center Messenger Media
Server.

Creating new CloudLink Chat Media Server

To enable a Contact Center Messenger Media Server, do the following:

1. In YourSite Explorer, go to Media servers and create a new chat media server.

For more information on adding a chat media server, see MultimediaContactCenter Installation
and Deployment Guide.
2. Select the Enabled for CloudLink check box to enable chat media for CloudLink.

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3. Click Save to save your changes.

After the Enabled for CloudLink check box is selected, the External URL for Chat root and
Internal URL for chat root fields are not displayed. These fields are displayed only when the
Enabled for CloudLink check box is cleared.

Note:

• The Enabled for CloudLink check box is grayed out after you save the chat
media server configuration.
• Once the Contact Center Messenger is enabled, the existing CCMWa chat media
server stops functioning.

Enabling CloudLink for an existing CCMWa chat media server

The administrator can enable CloudLink for an existing CCMWa chat media server. The
administrator can use the Enable For CloudLink button, which is available when MiCC-B is
connected to CloudLink to convert the existing CCMWa chat media server to CloudLink chat
media server.

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Following is the procedure for an administrator to convert CCMWa Chat media server to
Cloudlink Chat media server:

1. In YourSite Explorer, go to Media servers > Chat Media Server.

2. Click the Enable For Cloudlink button. A pop-up is displayed for the administrator to
confirm conversion of the existing CCMWa chat media server to Cloudlink chat media
server.

Note:

The Enable For Cloudlink button is available only if MiCC-B is connected to Cloudlink.

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3. Click OK to confirm.

YourSite Explorer checks the CCMWa for active chats in the IVR, and chats in queue, in an
inbox, or on hold.

YourSite Explorer terminates the process if there are any active chats in the IVR, or chats in
a queue, in an inbox, or on hold. The administrator is notified that the active chats must be
cleared before the conversion can be processed.

After the chats are cleared, YSE converts the media server, queues associated with the media
server, and the employees who have active real time agents associated with the media server.

After completion of the process, a pop-up dialog opens confirming that the existing CCMWa
chat media server is converted to Cloudlink chat media server.

5.2.12.4.3 Configuring Chat Queue

After the new chat media server is created in YourSite Explorer and the chat media is enabled
for CloudLink, the External URL for Chat root and Internal URL for chat root fields disappear
from the Chat options tab.

5.2.12.4.4 Disconnecting CloudLink

After successful log in of the Client in the CloudLink platform, YourSite explorer displays
Disconnect from CloudLink button.

Click the Disconnect from CloudLink button to terminate the connection between the CloudLink
platform and the MiCC-B. The CloudLink Client is logged out and CloudLink features are disabled
for all the users.

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After CloudLink is successfully disconnected, the CloudLink tab again displays Connect from
CloudLink button.

5.2.13 Adding SMS to Multimedia Contact Center

Adding SMS enables Multimedia Contact Center to route SMS interactions to a contact center’s
SMS numbers to the appropriate queues and agents. The SMS media server integrates with a
third-party SMS gateway service provider to enable SMS interactions.

Administrators may add only a single SMS media server to YourSite Explorer. Before deleting an
existing media server, see "Deleting multimedia media servers" for important information.

Optionally, SMS handling for agents in Ignite can be modified through editing JavaScript files.
See "Configuring the agent configuration JavaScript file".

Note:

SMS media servers must use a single Twilio account. For more information, see "Integrating
Multimedia Contact Center with an SMS Gateway Provider".

To add SMS to Multimedia Contact Center, administrators must

• Add an SMS media server to YourSite Explorer

See the procedures below.

• Specify the media server’s connection to an SMS gateway services provider

See the procedures below.

• Apply inbound routing rules to interactions retrieved from the email server.

See “"Applying inbound routing rules to contacts".

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Optionally, administrators can

• Create Response workflows

See "Applying response routing rules to contacts".

• Specify advanced configuration options for handling SMS, such as enabling alarms
and configuring reporting intervals for queues.

See "Configuring Advanced options for media servers" and see "Configuring Advanced
options for SMS media servers".
• Specify Data Summary options, such as indicating that the contact center operates 24
hours a day.

See "Extending reporting and agent shifts over midnight","Specifying when Make Busy and Do
Not Disturb timers begin", and "Enabling Conversation Detail reporting".

The following procedures explain how to

• Add an SMS media server

• Specify information for an SMS media server
• Add an SMS Provider
• Modify an SMS Provider
• Remove an SMS Provider
• Make an SMS media server historical

The following configuration takes place in MultimediaMedia servers.

To add an SMS media server

• Click Add > SMS.

Note:

Default Inbound are assigned to the server. Modify these workflows to specify routing
rules for the contact center. See "Default SMS Inbound workflow".

To specify information for an SMS media server

1. Type the Name of the media server.

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Note:

The media server ID field is populated with a unique number after the media server is
saved.

2. After Site, click the Browse button to select the site where the SMS server resides.
3. Click Save.

To add an SMS Provider

1. In the General tab, after SMS Provider, click the Browse icon.
2. Click Add.
3. Enter a Name for the SMS Provider.
4. Enter the PhoneNumber (including country code) for the Twilio SMS phone number.

Note:

You must include country and area code

5. If this SMS number handles inbound SMS interactions, set Retrieve incoming SMS
messages to True.
6. If this SMS number only sends outbound SMS messages, set Retrieve incoming
SMS messages to False.
7. Enter your Twilio AccountSid.
8. Enter your Twilio Authentication Token,
9. After Days to Search, set how many days back Twilio will check for new SMS
interactions.

The recommended default is 3.

10. After Messages/page, set how many pages of messages MiContact Center Business
downloads when checking for new messages.

The recommended default is 25.

11. Click Save.
12. Repeat steps 2-11 for each additional SMS Provider you want to add to your SMS
media server.
13. For each SMS Provider that you are adding, confirm that its checkbox is selected.

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14. Click OK.

15. Click Save.

To modify an SMS Provider

1. In the General tab, after SMS Provider, click the Browse icon.
2. Select the SMS Provider and click Edit.
3. Modify the settings.
4. Click Save.
5. Click OK.
6. Click Save.

To remove an SMS Provider

1. In the General tab, after SMS Provider, click the Browse button.
2. Clear the checkbox beside the SMS Provider.
3. Click OK.
4. Click Save.

To make an SMS media server historical

1. Select an SMS media server and click the General tab.

2. Click Make historical.
3. Click Save.

5.2.13.1 Configuring Advanced options for SMS

media servers
Configuring Advanced SMS options enables administrators to

• Set the amount of time an SMS session can remain idle before being terminated.

Note:

This configuration determines how long a customer or agent cannot participate in an SMS
session before the system ends the SMS session. Customers can continue their SMS
interactions with an agent by sending a new SMS interaction to the contact center.

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• Change the reply template location from the default

For more information on reply templates, see "Configuring response templates for".

The following configuration takes place in MultimediaMedia servers.

To set the amount of time an SMS session can remain idle before being terminated

1. Select the SMS media server and click the Advanced tab.
2. After Terminate SMS sessions idle for longer than the specified minutes, set the
amount of time an SMS session can remain idle.
3. Click Save.

To change the location of the reply templates

1. Select the SMS media server and click the Advanced tab.
2. After Location, click the Browse button.
3. Select the folder and click OK.

Note:

The reply template folder must be located on a UNC (Universal Naming Convention) path,
also known as a shared network path

4. Click Save.

5.2.14 Adding Open Media to Multimedia Contact Center

Adding open media enables Multimedia Contact Center to route open media interactions to the
appropriate queues and agents in a contact center from third-party applications via Http POST
API calls.

Administrators can only add a single open media media server to YourSite Explorer. Before
deleting an existing media server, see "Deleting multimedia media servers" for important
information.

To add open media to Multimedia Contact Center, administrators must

• Add an Open Media media server

• Specify information for the Open Media media server
• Modify the default Inbound Routing Open Media workflow

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• See "Applying inbound routing rules to contacts".

• Access and read the open media API documentation

Optionally, administrators can

• Create Response Routing workflows

• See "Applying response routing rules to contacts".
• Specify Data Summary options
• See "Extending reporting and agent shifts over midnight","Specifying when Make Busy
and Do Not Disturb timers begin", and "Enabling Conversation Detail reporting".
• Make the open media server historical

The following configuration takes place in Multimedia > Media Servers.

To add an Open Media media server

• Click Add > Open Media.

To specify information for an open media media server

1. Type the Name of the media server.

Note:

The media server ID field is populated with a unique number after the media server is
saved.

2. Beside Site, click the Browse button to select the site where the Open Media media
server resides.
3. Click Save.

To access the Open Media API documentation

1. Select an open media server and click the General tab.

2. Click Read Open Media API Documentation.

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Note:

You can also access the API Documentation at any time by entering the following into
your browser: <ServerIP>/miccSdk/help.

3. Enter your username and password and click Sign in.

The MiContact Center Web SDK page opens.

4. Click Documentation to access the API Documentation.
5. Scroll down to the Open Media section of the API Documentation page.

To make an Open Media server historical

1. Select an open media server and click the General tab.

2. Click Make historical.
3. Click Save.

5.2.15 Configuring Workload

Employees handling multimedia interactions must be associated with a Workload. Workload
determine the number and type of media interactions that can be pushed to an agent at any one
time. When employees become licensed for Multimedia Contact Center, they are automatically
assigned the default Workload, which allows concurrent handling of 1 interaction from each
media type.

When an employee reaches their maximum Workload for a media type, their agent is put into
Make Busy with the Overloaded reason code. When an employee is Overloaded, the employee
will not be offered inbound interactions for that media type. This state is automatically removed
when they are no longer at their maximum Workload. Employees in Ignite who have reached
their maximum concurrent interactions in one type of media are still able to pick interactions from
the corresponding media’s queues and receive transfers from other agents.

A default Workload is provided with Multimedia Contact Center. The default Workload can be
modified, but not deleted. The followinf figure shows the default Workload.

Figure 9: Default Workload

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Administrators can create Workloads and assign them to employees as necessary. There are two
areas of configuration required for Workloads for each media type:

• Concurrent contacts: This column of drop-down menus allows an administrator

to set how many interactions of each type of media an employee can handle
concurrently.
• Avoid routing to this media type when current media type is active: This
matrix enables administrators to prevent certain media types from being offered to
employees when they are handling a higher priority of media. When an employee
is handling a media that filters another kind of media, the employee’s agents for the
blocked media are set into Make Busy. The disallowing of media is reciprocal, so that
if Chat is disabled when handling Voice, then Voice would be disabled when handling
Chat.

Note:

• Agents can still pick and receive transferred interactions of the disallowed media
type.
• If you do not want agents to receive multiple ringing interactions of different
media types, configure this option

The following configuration takes place in Multimedia=>WorkLoad.

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The following procedures explain how to:

• Create a new Workload

• Modify an existing Workload
• Delete a Workload

Note:

We recommend disassociating a Workload from all employees before deleting it.

To create a new Workload

1. Click Add.
2. Type a Name for the Workload.
3. To apply the Workload to outgoing voice calls, select Apply rule to outgoing voice
calls.
4. For each media type, under Concurrent contacts, select the maximum number of
connections of that media type that can be handled concurrently.
5. For each media type, click the icons of the media you do not want employees to
concurrently handle when handling that type of media.
6. Click Save.

To modify an existing Workload

1. Select a Workload
2. When you are done modifying the Workload, click Save.

To delete a Workload

1. Select a Workload and click Delete.

2. Click OK.

5.2.16 Adding multimedia capabilities to employees

Contact center employees handing multimedia must be licensed for Multimedia Contact Center.

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Administrators can add multimedia capabilities to employees on an employee-by-employee

basis, or they can select a number of existing employees and add multimedia capabilities to
multiple employees at the same time.

For more information on employee licensing or for instructions on creating new employees in
YourSite Explorer, consult the "Adding employees".

The following sections explain

• Licensing requirements for employee multimedia capabilities

• How to configure Multimedia Contact Center employee licensing
• How to assign employee Workload
• How to manage the media types an employee can handle
• How to restrict supervisors from seeing all the queues

5.2.16.1 Licensing requirements for employee

multimedia capabilities
Employees consume a Multimedia Agent license when they are enabled to handle email, chat,
or SMS. Employees handling multiple multimedia types do not consume additional Multimedia
Agent licenses. Removing an employee’s ability to handle multimedia unlicenses the employee.
For information on enabling employees to handle multimedia types, see "Managing the media
types an employee can handle".

Employees licensed as Advanced supervisors or System Administrators may search Ignite’s

entire repository. This includes Ignite's In Progress folder (DESKTOP), which enables supervisors
to see interactions currently in agent Inboxes. This search capability does not require Multimedia
Contact Center licensing. However, to view and search interactions in queue using Ignite,
employees must have a Multimedia Contact Center license and multimedia agents assigned to
the queue.

5.2.16.2 Managing the media types an employee can

handle
Employees handle media through their associated agents. The General tab of an employee
contains buttons representing each media type that has a configured media server. When a
button is selected, an agent of that media type is automatically created and associated to the
employee. The following table contains an explanation of which buttons correspond to which
media type.

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Table 2: Media Buttons

MEDIA TYPE MEDIA BUTTON

Voice

Chat

Email

SMS

Open Media

Note:

Employees must be licensed to handle non-voice media. See "Licensing requirements for
employee multimedia capabilities".

When you remove the employee's ability to handle non-voice media, the employee's agents are
made historical. Historical agents are disabled for real-time monitoring and data collection. If
the employee is re-enabled to handle that non-voice media, then their agent will be made active
again. Multimedia agents can be deleted to be removed entirely from the system.

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Note:

Failover media servers for voice agents must be configured on your telephone system and
synchronized into YourSite Explorer. Workgroup does not support Contact Center resiliency.
You cannot program failover media servers for ACD agents and extensions.

The following procedures explain how to:

• Enable an employee to handle voice media

• Edit an employee’s voice agent
• Enable an employee's voice agent for external hot desking
• Enable an employee to handle voice media using an existing agent
• Remove a voice agent from an employee
• Enable an employee to handle multimedia
• Remove an employee's ability to handle multimedia
• Delete a multimedia agent

The following configuration takes place in Multimedia=>Employees.

To enable an employee to handle voice media

1. Select an employee and click the General tab.

2. Under Devices, click the Voice button.

A voice agent and extension are automatically created for the employee.

By default, the extension type is voice softphone, which emulates a 5020 IP set.

By default, the extension reporting number/dialable is populated with the employee’s business
phone.
3. Optionally, change the agent’s First name.
4. Optionally, change the agent’s Last name.
5. Optionally, after Agent login ID, enter the reporting number for the voice agent.
6. After Media server, click the Browse button.
7. Select a media server and click OK.
8. If you want to disable real-time monitoring and data collection for this agent, select
Disable real-time monitoring and data collection on this device.
9. If a 3300 media server was selected, after COS, select a Class of Service from the list.
10. If a 3300 media server was selected, optionally, after COR, select a Class of
Restriction from the list.

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11. Select a media server and click OK.

12. Click Save.
13. Click Save.

To edit an employee’s voice agent

1. Select an employee and click the General tab.

2. Under Devices, click the down arrow beside the Voice button and click <agent ID> >
Edit.
3. Edit the agent’s fields.
4. Click Save.
5. Click Save.

To enable an employee’s voice agent for external hot desking

1. Select an employee and click the General tab.

2. Under Devices, click the down arrow beside the Voice button and click <agent ID> >
Edit.
3. Select External hot desk user enabled.
4. After External dialing prefix, type the dialing prefix for the device to which calls will
be routed.
5. After External dialing number, type the dialing number for the device to which calls
will be routed.
6. Click Save.
7. Click Save.

To enable an employee to handle voice media using an existing agent

1. Select an employee and click the General tab.

2. Under Devices, click the down arrow beside the Voice button and click Associate
existing voice agent.
3. Select an unassigned agent and click OK.
4. Click Save.

To remove a voice agent from an employee

1. Select an employee and click the General tab.

2. Click the down arrow beside the Voice icon and click <agent ID> > Delete.

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3. Select the delete option:

• Make the device historical—sets the agent as historical, but leaves it associated
to this employee
• Disassociate the device—disassociates the agent so it can be used with another
employee
• Remove the device from the system—deletes the agent
4. Click OK.
5. Click Save.

To enable an employee to handle multimedia

1. Select an employee.
2. Under Devices, click the media button to select which media this employee can
handle.
3. Click Save.

To remove an employee's ability to handle multimedia

1. Select an employee.
2. Under Devices, click the enabled media button.
3. Click Save.

To delete a multimedia agent

1. Select an employee.
2. Click the down arrow beside the media button and click Delete.
3. Click Save.

5.2.16.3 Managing Employee Workload

Employees handling multimedia interactions must be associated with a Workload. Workloads
determine the number and type of media interactions that can be pushed to an agent at any one
time. When employees become licensed for Multimedia Contact Center, they are automatically
assigned the default Workload, which allows concurrent handling of 1 interaction from each
media type. For more information on Workloads, see Multimedia Contact Center Installation and
Deployment Guide.

The following configuration takes place in YourSite > Employee.

The following procedures explain how to:

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• Associate a Workload to an employee

• Associate a new Workload to an employee
• Edit an existing Workload
• Delete a Workload

Note:

We recommend disassociating a Workload from all employees before deleting it.

To associate a Workload to an employee

1. Select an employee and click the Advanced tab.

2. After Workload Descriptor, click the Browse button.
3. Select a Workload.

Alternatively, if you want to create a new Workload to associate to the employee, click Add.
4. Click OK.
5. Click Save.

To associate a new Workload to an employee

1. Select an employee and click the Advanced tab.

2. After Workload Descriptor, click the Browse button.
3. Click Add.
4. Type a Name for the Workload.
5. To apply the Workload to outgoing voice calls, select Apply rule to outgoing voice
calls.
6. For each media type, under Concurrent contacts, select the maximum number of
connections of that media type that can be handled concurrently.
7. For each media type, click the icons of the media you do not want employees to
concurrently handle when handling that type of media.

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Note:

If you do not want agents to receive multiple ringing interactions of different media types,
configure this option.

8. Click Save.

To edit an existing Workload

1. Select an employee and click the Advanced tab.

2. After Workload Descriptor, click the Browse button.
3. Select a Workload and click Edit.
4. When you are done modifying the Workload, click Save.

To delete a Workload

1. Select an employee and click the Advanced tab.

2. After Workload Descriptor, click the Browse button.
3. Click Delete.
4. Click OK.

5.2.16.4 Setting permissions for supervisors to view

queues
By default a supervisor can view all queues. However, for security reasons there can be the need
to restrict a supervisor from viewing all queues.

Note:

• An Administrator with "System Administrator " or "Advanced" license can restrict

viewing of queues by setting permissions for viewing queues.
• This restriction can be applied only to employees with "Supervisor" license.

1. Select an employee and click the Advanced tab.

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2. Clear the May see all queues check box.

By default this check box is selected.

3. Click OK.
4. Click Save.

Note:

• If the May see all queues check box is not selected for a supervisor, then in Web
Ignite, the supervisor can view only the queued interactions, historical interactions,
and cases that the supervisor is associated with.
• It is strongly recommended to program at least one supervisor who can see all
queues so that outbound interactions that could not be sent or have bounced will
be detected when the agent is not available to handle.

5.2.17 Adding employee groups

After adding employees, you add employee groups and associate employees to these groups.
Employee groups enable you to report on specific groups of employees.

The following procedures explain how to:

• Add an employee group

• Associate an employee with an employee group
• Remove an employee from an employee group

To add an employee group

1. Click YourSite > Employee groups.

2. Click Add.
3. Type the employee group’s Name.
4. Type the Employee group ID.
5. Click Save.

To associate an employee with an employee group

1. Click YourSite > Employee groups.

2. Select an employee group from the list.

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3. On the Membership tab, under Available members, select an employee and click >
to move the employee to the Selected members list.
4. Click Save.

To remove an employee from an employee group

1. Click YourSite > Employee groups.

2. Select an employee group from the list.
3. On the Membership tab, under Selected members, select an employee and click <
to move the employee to the Available members list.
4. Click Save.

5.2.18 Adding voice agent IDs

Agent IDs enable employees to handle different media and to be reported on and tracked in
real time. When an administrator enables an employee to handle a type of media, the employee
has an agent ID of that media type automatically created. A contact center employee can have
multiple voice agent IDs, but requires a unique agent ID for each of the other media types (email,
chat, SMS, and open media) that they handle.

Voice and multimedia agent IDs are added in the Employee section of Multimedia Contact
Center. To add different media agent IDs to an employee, see "Managing the media types an
employee can handle". Voice agents can be created in the Agent section of Multimedia Contact
Center, but it is recommended to create agents within the Employee section. The Agent section
also enables administrators to delete agent IDs. Deleting an active multimedia agent removes an
employee's capabilities to handle the corresponding media. Historical multimedia IDs can only be
deleted in the Agent section.

In Multimedia Contact Center > Agents, administrators

• Add voice agent IDs

• Delete agent IDs
• Associate unassociated voice agent IDs to employees
• Specify 3300 ICP Class of Service, Class of Restriction, and Failover media server
options for voice agent IDs
• Enable a voice agent for external hot desking

To add a voice agent ID

1. Click Multimedia > Agents.

2. Click Add.

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3. If you want to associate the new voice agent ID to an employee, click the Browse
button after Employee.

Selecting an employee will automatically fill in the First name and Last name fields with the
employee’s name.
4. Type the voice agent ID's First name.
5. Type the voice agent ID's Last name.
6. After Agent login ID, enter the reporting number for the voice agent ID.
7. After Media Server, click the browse button.
8. Select a media server and click OK.
9. Click Save.

Note:

The Disable real-time monitoring and data collection on this device check box is
automatically selected if the employee that is associated to this agent has their licensing
attribute set to 'None'.

To configure 3300 ICP options for a voice agent ID

1. Click Multimedia > Agents.

2. Select an agent from the list.
3. Under 3300 ICP Options, after COS, select a Class of Service from the list.
4. After COR, select a Class of Restriction from the list.
5. After Failover media server, click the Browse button.
6. Select a failover media server from the list and click OK.

Workgroup does not support Contact Center resiliency. You cannot program failover media
servers for ACD agents and extensions.
7. Click Save.

To enable a voice agent for external hot desking

1. Click Multimedia > Agents.

2. Select an agent from the list.
3. Select External hot desk user enabled.
4. After External dialing prefix, type the dialing prefix for the device to which calls will
be routed.

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5. After External dialing number, type the dialing number for the device to which calls
will be routed.
6. Click Save.

To delete an agent ID

1. Click Multimedia > Agents.

2. Select an agent.
3. Click Delete.
4. Click OK.

To associate an unassociated voice agent to an employee

1. Click Multimedia > Agents.

2. Select an unassociated voice agent ID.
3. After Employee, the Browse button.
4. Select an employee and click OK.
5. Click Save.

5.2.19 Adding agent groups

Administrators must add agent groups to the YourSite database and associate employees to
these agent groups. An employee and their agents can be associated to more than one agent
group.

When agent groups are created, an employee’s agents are assigned a default group presence,
either Present or Absent. An additional default group presence option (Last Known) is available
for the voice agents on MiVoice Business platform. Employees whose agents’ default presence
is Absent will not be present in the agent group after logging in their agents. To handle that media
type, the employee must change their agent state manually in Contact Center Client or Ignite.
Employees whose agents’ default presence is Present will be present in the agent group when
they log in.

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Note:

• If you attempt to add a group to YourSite that is already in the database the system
notifies you that the group is already present. When you add a series of groups
to YourSite, such as Agent Groups 1 to 5, if the system detects you have already
added Agent Group 3, then it will not add Agent Group 3 or any subsequent agent
groups in the series (that is, Agent Group 4 or 5) to the database.
• Deleting an agent group that is currently the last member of a voice or multimedia
queue will invalidate that queue. Deleting an agent group that is associated to an
activity in an Inqueue workflow will create a validation error. The queue will not be
able to be saved until another agent group is associated to it. It is recommended
that you disassociate agent groups from queues and their associated Inqueue
workflows before deleting the agent group.
• If you want to remove Voice handling from an agent group previously enabled to
handle Voice, you must delete the agent group, writeback the deletion to the voice
media server, and then recreate the agent group.

To set up an agent group, administrators must:

• Add an agent group

• Manage agent group membership, presence, and skill level
• Specify agent group options for the 3300 ICP media server

The following procedures explain how to:

• Add an agent group

• Disable monitoring and device collection for an agent group
• Specify if the agent group uses skills

The following configuration takes place in YourSite > Agent groups.

To add an agent group

1. Click Add.
2. Type a Name for the agent group.
3. Type a Reporting number for the agent group.

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4. Select the media type(s) the agent group will handle.

See the following table.

Table 3: Media icons

Media Type Media Icon

Voice

Chat

Email

SMS

Open Media

5. If you select voice media and have multiple voice media servers, select the voice
media server and click OK.

Note:

If this agent group is not handling voice interactions, then this option will not be available.

6. Click Save.

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To disable monitoring and device collection for an agent group

1. Select an agent group.

2. Select Disable real-time monitoring and data collection on this device.
3. Click Save.

To specify if the agent group uses skills

1. Select an agent group.

2. Select The group uses skills.
3. Click Save.

5.2.19.1 Managing agent group membership,

presence, and skill level
After configuring an agent group, administrators must associate employees to the agent groups
and specify the default presence for each of the employee’s agent IDs for the media types the
agent is configured to handle. If the agent group uses skills, skill levels must be set for each
employee. Skill levels range from 1, which is the most skilled, to 255, which is the least skilled.
The skill level assigned to the employee is applied to each media the employee is capable of
handling.

Some employees may have multiple voice agents associated to them. When these are added to
an agent group, they are highlighted in yellow. Administrators can select which of an employee’s
voice agents are in the agent group. It is recommended that an employee only have one voice
agent associated to an agent group.

The following procedures explain how to

• Add employees to an agent group

• Specify which of an employee’s multiple voice agents are in an agent group
• Specify a member's default presence in an agent group
• Specify a member's skill level
• Edit a member employee
• Remove a member from an agent group

The following configuration takes place in Multimedia > Agent groups.

To add employees to an agent group

1. Select an agent group and click the Membership tab.

2. To add employees to the agent group, click Add.

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3. Select the employees to add to the agent group and click OK.
4. Click Save.

To specify which of an employee’s multiple voice agents are in an agent group

1. Select an agent group and click the Membership tab.

2. Under Selected members, select the employee with multiple voice agents.
3. Click Voice agent options.
4. Select the voice agent to be present in this agent group and click OK.
5. Click Save.

To specify a member’s default presence in the agent group

1. Select an agent group and click the Membership tab.

2. In the Default <media type> Presence column of the member's row, click the cell and
select the default presence.

• Absent—the employee’s agent ID will be put into the Logged in Not Present agent
state when they join the agent group.
• Present— the employee’s agent ID will be put into Idle when they join the agent
group.
3. Repeat Step 2 for each media type the member can handle in the agent group.
4. Click Save.

To specify a member’s skill level

1. Select an agent group and click the Membership tab.

2. In the Skill level column of the member's row, select a skill level from the drop-down
list.
3. Click Save.

To edit a member employee

1. Select an agent group and click the Membership tab.

2. Select an employee and click Edit.

For information on configuring employees, see the MiContact Center Business Installation and
Administration Guide MiContact Center Business for Microsoft Skype for Business User Guide
"Adding employees".
3. When you are done editing the employee, click Save.

To remove a member

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1. Select an agent group and click the Membership tab.

2. Select a member and click Delete.
3. Click Save.

5.2.19.2 Specifying 3300 ICP options for agent groups

The following configuration takes place in Multimedia > Agent groups

To specify 3300 ICP options for an agent group

1. Select an agent group from the list.

2. On the 3300 ICP options tab, if you want to change your Skill Group ID, after Skill
Group ID, enter a new ID.
3. Click Browse and select a failover media server.

Workgroup does not support Contact Center resiliency. You cannot program failover media
servers for ACD agents and extensions.
4. Specify if the agent group uses skills and if calls are to be queued to the agent group
when no agents are logged in.
5. Click Save.

5.2.20 Adding multimedia queues

When you create a multimedia queue, it is automatically associated to the existing media server
for that type of media. Your multimedia media servers must already be configured before you can
add a multimedia queue of that media type.

When adding a queue, administrators must

• Configure general multimedia queue settings

• Configure multimedia queue membership and routing
• Configure multimedia queue performance settings
• Configure queue spectrum settings for multimedia queues

Depending on the media type, administrators must also

• Configure email options

• Apply signatures to email queues

• Configure chat options
• Configure SMS options
• Configure open media options

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It is recommended that new queues be configured in this order. New queues cannot be saved
until after the primary agent group and overflow agent groups have been assigned in the Inqueue
workflow. See Configuring multimedia queue membership and routing.

Note:

Queues cannot be saved until membership has been specified.

To add a multimedia queue

1. Click Multimedia > Queues.

2. Click Add and select <media type> Queue.

5.2.20.1 Configuring general settings for multimedia

queues
When configuring general information for multimedia queues, administrators configure the basic
settings for the queue that are required to be configured before the queue can be saved.

Note:

For email queues not automatically requeuing interactions on agent logout, emails are put
on hold until the agent logs back in and removes hold. Once the hold requeue time expires,
interactions are requeued whether the agent is logged in or not.

To configure general settings for a multimedia queue

1. Select a queue and click the General tab.

2. Type a Name for the queue.
3. Type a Reporting number for the queue.

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Note:

For Unified queue groups, when the reporting number is the same for all queues in the
group, the queue ID must be entered in this field instead of the queue reporting number.

4. The Members field is auto-populated after an agent group has been added as a
destination to the Inqueue workflow. Clicking the link opens the applicable agent group
page, enabling you to make changes or view the configuration.
5. For Email queues, after Email address, click the Browse button.
6. Type the queue's email address and click Add.

The Email queue’s email address identifies the queue to which the system will route the email.
The email address can correspond to an email address included in a mail server distribution
list or it can be internal to the Multimedia Contact Center. For information on configuring mail
servers, see "Integrating Multimedia Contact Center with mail servers".

Note:

• We do not recommend assigning the same email address to multiple queues.

• Using the <<DestinationQueues>> variable for routing with the Transfer
activity requires email queues to have an associated email address. For more
information on the <<DestinationQueues>> variable, see "Routing contacts with
the Transfer activity".
• If you use the <<DestinationQueues>> variable for routing with the Transfer
activity and have multiple queues associated to the same email address, the
system routes emails to the first configured queue only. We do not recommend
assigning the same email address to multiple queues.
• For agents to select queue email addresses as the ‘From’ address in email
responses and outbound emails, the addresses must be associated to a mail
server which is associated to the media server for the queue. Administrators
must configure primary and secondary queue email addresses as either
the mail server’s ‘From Email Address’ or ‘Alias’. See "Configuring SMTP
connections to Multimedia Contact Center".
• An Email queue can be saved without an email address added, in which case
the queue uses the SMTP email address assigned to the mail server as the
"from" email address. To ensure proper response functionality, however, an
email address must be set for the Email queue.
• If the queue email address uses an alias, ensure that the alias has been
added to the mail server. An alias can be used with only one queue. For more

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information about adding aliases to the mail server, see "Configuring SMTP
connections to Multimedia Contact Center".

7. If you want to associate additional email addresses to the email queue, for each
additional email address, type the address and click Add.

Alternatively, to import all of the email addresses and aliases associated to the mail servers
associated to your enterprise, click Pull From Mail Server(s).

The first email address in the list is always considered the primary email address for the
queue that is used as the From address when an agent responds to an email address in this
queue. Each subsequent email address is considered an alternative email address.

You can adjust the order of the email addresses by selecting an address and clicking the Up
and Down buttons.
8. Click Ok.
9. For Chat queues, type a Username.

The Chat queue’s auto response username is used with workflow activities that provide
automated responses to interactions in queue.
10. For SMS queues, type a Phone number.

SMS numbers must not use dashes or parentheses and must include both a country and
area code. SMS queues can only have one SMS phone number associated to them. An
SMS;number can be used for multiple queues, with some restrictions. For more information,
see "Integrating Multimedia Contact Center with an SMS Gateway Provider".
11. If you do not want the queue to be viewed in Contact Center Client and Ignite, select
Disable real-time monitoring and data collection on this device.
12. Click Save.

To edit an email queue’s email addresses

1. Select an email queue and click the General tab.

2. After Email address, click Browse.
3. To add an email address to the queue, enter the email address and click Add.
4. To change the order of email addresses, select an email address and click the Up or
Down buttons.

The first email address is the queue’s primary email address.

5. To remove an email address, select the email address and click Remove.
6. Click OK.
7. Click Save.

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5.2.20.2 Configuring multimedia queue membership

and routing
When a queue is created, a copy of the Default Inqueue email, chat, SMS, or open media
workflow is created and assigned to the queue. In each of the Offer to Agent Group activities
in these workflows, the handling agent groups must be specified. An agent group can only be
associated with one Offer to Agent Group activity in an Inqueue workflow. For more information
on configuring Offer to Agent Group activities, see "Routing contacts with the Offer to Agent
Group activity".

If your default Inqueue workflow uses Email activities as auto responses, you will need to specify
the SMTP servers as well. The default email messages assigned to Email activities in the
Inqueue workflow should be reviewed and customized as required. After assigning agent groups
in the Inqueue workflow, administrators can review them in the General tab. Agent groups are
listed, in the order from the Inqueue workflow, in the Members field. Administrators can click the
name of the agent group to open that agent group’s page in YourSite Explorer.

Once you have configured your Inqueue workflow, you must enable validation for the workflow.
Validation prevents workflows with invalid or incomplete configuration from being used.

If you have an existing Inqueue workflow you would like to use for routing, you can assign
it to the queue from Workflows. For information on assigning Inqueue workflows to queues,
"Associating workflows to queues".

For more information about the Default Inqueue workflows, see "Multimedia Contact Center
default workflows".

The following procedures explain how to:

• Set which agent group handles interactions

• Enable workflow validation
• Set the SMTP servers in an Email activity
• Prevent overflow on the final Offer to Agent Group activity

The following procedures take place in Multimedia > Queues.

To set which agent group handles interactions

1. Select a queue and click the Inqueue workflow tab.

2. Right-click on the Offer to Primary Agent Group activity and select Agent group.
3. Select the agent group who will handle this queue and click OK.
4. For each subsequent Offer to Agent Group activity in the workflow, repeat steps 2-3 to
set all of the answering agent groups.
5. Click Save.

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To enable workflow validation

1. Select a queue and click the Inqueue workflow tab.

2. In the Properties pane, select Validate workflow.
3. Click Save

To set the SMTP servers in an Email activity

1. Select a queue and click the Inqueue workflow tab.

2. Right-click on the Email activity and select Edit SMTP Server.
3. Select a SMTP server and click OK.
4. Click Save.

To prevent overflow on the final Offer to Agent Group activity

1. Select a queue and click the Inqueue workflow tab.

2. Select the final Offer to Agent Group activity.
3. In the Properties pane, select Do Not Allow Overflow.
4. Set the Overflow Time to 0:00:00.
5. Click Save.

5.2.20.3 Configuring multimedia queue performance

settings
When configuring a multimedia queue, administrators set the priority of the queue, the queue’s
business hours, the Queue Work Timer options, set the Service Level objectives, and set the
queue handling times. Note that Multimedia Queue Work Timer functions independently of Class
of Service Work Timer. Queue Work Timer options enable queues to change their Work Timer
duration to be different than the Class of Service Work Timer.

The following procedures explain how to:

• Set queue priority

• Configure the business hours for a queue
• Apply the business hours to all queues on the same media server
• Configure the Queue Work Timer options
• Set the queue service level objectives
• Set the queue handling times
• Enable and Disable Auto Answer

To set the priority level for the queue

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1. Select a queue and click the Performance tab.

2. After Priority, select the priority level for the queue.

The highest priority level is 1. The lowest priority level is 64.

3. Click Save.

To configure the business hours for a queue.

1. Select a queue and click the Performance tab.

2. After Business-hour schedule, click the Browse button.
3. Select a schedule and click OK.
4. If you want to restrict the production of real-time statistics and reports to only during
business hours, select Generate statistics and reports only within business
hours.
5. Click Save.

To apply the business hours to all queues on the same media server

1. Select a queue and in the ribbon, click the Queue Tools tab.
2. Select Apply business hours to all.

To configure the Queue Work Timer options

1. Select a queue and click the Performance tab.

2. If you want to add Contact Center Work Timer to handling time in reports, select
Include Queue Work Timer as part of handling time.

Note:

When 'Include queue work timer as part of handling time' is enabled, the ACD handling
time durations for reporting purposes span from ACD pick up to the end of the Work Timer
time.

When this option is disabled, the ACD handling time duration spans from ACD pick up to hang
up.
3. To enable the queue for Work Timer, select Use Queue Work Timer and set the
duration of Queue Work Timer.

The default duration is 00:05:00.

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4. Click Save.

To set the queue service level objectives

1. Select a queue and click the Performance tab.

2. Specify the Service Level goal and Service Level time for the queue.
3. Click Save.

To set the queue handling times

1. Select a queue and click the Performance tab.

2. After Short handle less than, type the duration that will define a call as a short handle
call.

For example, type 3 to define a short handle call as one that lasts less than 3 seconds. Short
talk calls are included in call statistics.
3. After Short abandon less than, type the duration that will define an abandoned call
as ‘Abandoned (Short)’.

For example, type 5 to define a short abandon call as one that is abandoned in less than 5
seconds.

Note:

Short abandon less than’ is not applicable for Email queues.

4. Click Save

To enable Auto Answer for Agents

1. Select a queue and click the Performance tab.

2. Select the Agent Auto Answer check box.

This check box is cleared by default.

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Note:
This applies not only for the initial ACD call handling, if the call is transferred to
another employee (Supervised or Blind), the Auto Answer also applies to the
transferred employee.

3. Click Save.

Note:

• If the Agent Auto Answer check box is selected, the Accept button is not
displayed in Web Ignite because the incoming conversation is auto answered.
• The Agent Auto Answer option can be enabled for voice, chat, email, sms, and,
open media queue types, but not for the Ring Groups.

5.2.20.4 Configuring queue spectrum settings for

queues
Queue spectrum reports provide valuable information on how emails are dispersed in your
contact center. You configure thresholds for answer, abandon, interflow, handle, and ringing
thresholds for queues in YourSite Explorer. The answer, abandon, interflow, and talk statistics will
be distributed across the queue spectrum reports in the time intervals you specify.

The following procedures explain how to:

• Configure queue spectrum settings for a queue

• Apply queue spectrum settings to all queues on the same media server

The following procedures take place in Multimedia > Queues.

To configure queue spectrum settings for a queue

1. Select a queue and click the Queue Spectrum tab.

2. Select the spectrum value(s) you want to include in reports and specify thresholds for
each.
3. Click Save.

To apply queue spectrum settings to all queues on the same media server

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1. Select a queue and in the ribbon, click the Queue Tools tab.
2. Select Apply queue spectrum to all.

5.2.20.5 Configuring email options for multimedia

queues
The Email options tab contains email queue-specific options. The Email options tab enables
you to control if email interactions in the Ignite inbox are requeued when the agent logs out of
Ignite, how long interactions can remain on hold for before being requeued, and whether or not
agents can select the From address of the email response to interactions. The Email options tab
also contains options for email signatures. For information on configuring email signatures, see
"Applying signatures to email queues".

Note:

For email queues not automatically requeuing interactions on agent logout, emails are put
on hold until the agent logs back in and removes hold. Once the hold requeue time expires,
interactions are requeued whether the agent is logged in or not.

The following procedures explain how to:

• Set whether email interactions in the Inbox requeue on employee logout

• Set how long an email interaction can be on hold before being requeued
• Enable agents to pick the From address on responses

To set whether email interactions in the Inbox requeue on employee logout

1. Select a queue and click the Email options tab.

2. To requeue email interactions on employee logout select the Requeue on logout
checkbox.
3. To keep email interactions on employee logout, deselect the Requeue on logout
checkbox.
4. Click Save.

To set how long an interaction can remain on hold or in the Inbox after logout before being
requeued

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Note:

When the 'Minutes an interaction can be on hold before being requeued' timer expires, the
interaction is returned to the queue as the longest waiting interaction and the employee (if
logged into Ignite) is put into System Make Busy. For emails, any text the agent entered is
visible to the agent who handles the requeued interaction.

1. Select a queue and click the Email options tab.

2. Under Requeue options, enter the number of Minutes a contact can be on hold
before being requeued.

Note:

Once the 'Minutes an interaction can be on hold before being requeued' timer expires,
interactions are requeued whether the agent is logged in or not.

3. Click Save.

To enable agents to pick the From address on responses

1. Select a queue and click the Email options tab.

2. Select Allow Pick From Address.
3. Click Save.

To use the mail server email address to reply to an email from a queue that does not have an
email programmed.

1. Select a queue and click the Email options tab.

2. Select Use Mail Server From Address When Queue Address is Not Defined
checkbox.
3. Click Save.

To force the agent to pick a From address to reply to an email from a queue that does not have
an email programmed.

1. Select a queue and click the Email options tab.

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2. Deselect Use Mail Server From Address When Queue Address Is Not Defined
checkbox.

Note:
If you deselect Use Mail Server From Address When Queue Address Is Not
Defined checkbox then the Allow Pick From Address is automatically selected.

3. Click Save.

5.2.20.5.1 Applying signatures to email queues

Note:

• Do not copy signatures containing images in .msg files directly from Outlook. Save
these signatures as .msg files in the Reply Templates folder and leverage from
there.
• The size of email signatures contributes to email file size. By default, the maximum
file size for emails, including attachments, signatures, and images, is 25 MB.
• Email queue signatures are limited to 150 000 characters. To increase this
number, consult the following Knowledge Base article: https://mitel.custhelp.com/
app/answers/answer_view/a_id/1000752/loc/en_US.
• Email queue signatures are not inserted in workflow automatic email responses.

Administrators can apply signatures to email queues. These signatures are automatically inserted
into agent email responses. Signatures are configured and applied on a queue-by-queue basis.
Queue signatures enable custom signatures to be deployed uniformly across the responses of
agents answering for the queue.

Email signatures must be in .msg or .txt format. .msg signatures can contain images.
Unsupported file types cannot be saved to the queue.

Administrators can either store signature files in the default Reply Template folder location
created on the server during installation, or they can move the Reply Templates folder to a
network share. Using the Reply Templates folder ensures that signature files are included in
database backups. A network share is required for signatures to be created and modified on
client computersor remote servers. If the network drive is unavailable to the server, the queue
signature is not automatically inserted in agent replies. However, agents can manually insert
signatures in their responses from the Reply Templates folder.

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The default Reply Templates folder location is

• <installation drive>:\<installation folder>\CCM\Templates\ReplyTemplates\Email.

Administrators must ensure that media servers are pointed to the Reply Templates folder and that
queues are pointed to the signature file in that folder. By default, media servers point to the Reply
Templates folder. To point the media server to a Reply Templates folder housed on a network
share, see "Configuring Reply templates for email, chat, SMS, and open media".

If agents are permitted to use personalized signatures, they must use response templates
configured for that purpose. Administrators must configure the templates for agents to apply as
signatures. See "Configuring Reply templates for email, chat, SMS, and open media".

The following procedure explains how to

• Apply signatures to email queues

• Disable or remove signatures on email queues

To apply signatures to email queues

1. Select a queue and click the Email options tab.

2. Select Enable Email Signature.
3. Click the Browse button and navigate to the folder housing the signatures.

Note:

This folder must the same folder to which the media server points.

4. Select the email signature file and click Open.

Note:

Reply templates only in .msg and .txt files can be inserted into the Email Signature field.

5. Click Save.

To disable or remove signatures on email queues

1. Select a queue and click the Email options tab.

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2. To disable the signature, deselect Enable Email Signature.

3. To remove the signature, click Clear.
4. Click Save.

5.2.20.6 Configuring chat options for multimedia

queues
The following procedures explain how to:

• Set the queue hold requeue time

Note:

Once the hold requeue time expires, interactions are requeued whether the agent is
logged in or not

• Configure chat queue transcript options

The chat options tab for chat queues enables you to email chat transcripts to interactions as a
part of the Chat Response workflow and view the internal and external URL for that specific chat
queue.

A queue’s internal URL has the queue’s GUID built into the URL, removing the potential need for
customers to select the queue they want from the chat request page and, if the Inbound workflow
is configured to route based on queue IDs, automatically identify the destination queue so that
customers are routed directly to the appropriate queue. There are two fields for chat URLs, the
external URL for Queue and the internal URL for Queue. The internal URL for Queue is the
Public URL used internally by the system <Enterprise Server>/chat/GUID. The external URL for
Queue is the Public URL used externally with the reverse proxy applied and is the URL to link
interactions to specific queues.

The following procedures take place in Multimedia > Queues.

To set the queue hold requeue time

1. Select a queue and click the Chat options tab.

2. Under Requeue options, set the Hold requeue time.

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Note:

Once the hold requeue time expires, interactions are requeued whether the agent is
logged in or not

3. Click Save.

To configure chat queue transcript options

1. Select a chat queue and click the Chat options tab.

2. Select Email chat transcript.
3. Type the email address that will sends the transcript.

Note:

The email address must be your SMTP server’s main address or an alias. For more
information on SMTP servers, see "Configuring SMTP connections to Multimedia Contact
Center".

4. Click Save.

5.2.20.7 Configuring SMS options for multimedia

queues
The SMS options tab for SMS queues enables you to set how long interactions remain on hold
before being requeued.

The following procedures explain how to

• Set the hold requeue timeout time

To set the hold requeue timeout time

1. Select an SMS queue and click the SMS options tab.

2. Set the Hold requeue timeout time.
3. Click Save.

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5.2.20.8 Setting a multimedia queue as historical

Multimedia queues can be set as historical, disabling real-time monitoring and data collection
for the queue. Historical multimedia queues retain their data for reporting, as well as any emails
or transcripts, but cannot handle interactions and are removed from Contact Center Client and
Ignite. Emails and transcripts associated to the queues will still be visible in the History folder in
Ignite. Historical chat queues cannot be linked to directly and will not appear in the default chat
request form.

To set a queue as historical or to reactivate a historical queue

1. Select a queue and click the General tab.

2. If you are setting the queue as historical, select Disable real-time monitoring and
data collection on this device.
3. If you are reactivating the queue, clear Disable real-time monitoring and data
collection on this device.
4. Click Save.

5.2.20.9 Deleting a multimedia queue

Emails and transcripts from a deleted queue will still be visible in Ignite, but will not have a queue
associated to them. Emails and transcripts will not be associated to a new queue that matches
the configuration of the deleted queue.

To delete a queue

1. Click Multimedia > Queues.

2. Select a queue and click Delete.
3. Click OK.

5.2.21 Adding queue groups

Administrators can group queues for common purposes. There are three kinds of queue groups
available:

• Reporting—groups queues together for reporting and viewing their activities in real-
time
• Mitel Virtual—groups queues across telephone switches that load balance ACD calls
between multiple queues
• Unified Queue Group—groups queues of different media types that handle
interactions for the same service group in a contact center. For mor e informtion. See
Multimedia Contact Center Installation and Deployment Guide.

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5.2.21.1 Adding Reporting queue groups

Reporting queue groups enable administrators to run reports on activities for the grouped queues
and view queue group activities in real-time.

The following procedures explain how to:

• Add a Reporting queue group

• Associate a queue to a Reporting queue group
• Remove a queue from a Reporting queue group

To add a Reporting queue group

1. Click YourSite > Queue groups.

2. Click Add > Reporting.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.

To associate a queue to a Reporting queue group

1. Click YourSite > Queue groups.

2. Select a Reporting queue group from the list.
3. On the Membership tab, under Available members, select a queue and click > to
move the queue to the Selected members list.
4. Click Save.

To remove a queue from a Reporting queue group

1. Click YourSite > Queue groups.

2. Select a Reporting queue group from the list.
3. On the Membership tab, under Selected members, select a queue and click < to
move the queue to the Available members list.
4. Click Save.

5.2.21.2 Adding Virtual queue groups

Virtual queue groups are comprised of two or more queues across one or more telephone
switches that all send ACD voice interactions to the same pool of agent groups, balancing loads
across queues. Queues within a virtual queue group must have the same reporting numbers,
the same agent groups, and different dialable numbers. For example, in the following figure, the
virtual queue group is made from two queues on two different telephone systems:

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• PBX 1: Queue 7000: reporting number P700, dialable 7000 on PBX1, queue 700, 701,
702 assigned
• PBX 2: Queue 7001: reporting number P700, dialable 7001 on PBX2, queue 700, 701,
702 Assigned

Figure 10: Virtual queue group

Virtual queue groups provide the ability to merge multiple queues into a single visual
representation in Interactive Visual Queue and provide callers with an accurate position in queue
through the Updated Position in Queue service.

Note:

Although Virtual queue groups are added and configured under Queue Groups in YourSite
Explorer, a virtual queue group is treated as a singular entity.

The following procedures explain how to:

• Add a Virtual queue group

• Associate queues to a Virtual queue group
• Remove queues from a Virtual queue group

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To add a Virtual queue group

1. Click Multimedia > Queue groups.

2. Click Add > Mitel Virtual.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.

To associate queues to a Virtual queue group

1. Click Multimedia > Queue groups.

2. Select a Virtual queue group from the list.
3. On the Membership tab, under Available members, select a queue and click > to
move the queue to the Selected members list.

Repeat as necessary.
4. Click Save.

To remove queues from a Virtual queue group

1. Click Multimedia > Queue groups.

2. Select a Virtual queue group from the list.
3. On the Membership tab, under Selected members, select a queue and click < to
move the queue to the Available members list.

Repeat as necessary.
4. Click Save.

5.2.21.3 Adding Unified queue groups

Unified queue groups are used to consolidate a group of queues of different media types that
handle interactions for the same service organization within a contact center, such as sales or
support. A Unified queue group can only have one queue for each of the media types it supports.
Individual queue priorities are used within a Unified queue group to specify the priority of the
media types and queues for handling. The queues within a Unified queue group can be viewed
together in Ignite.

Unified queue groups can be created using a wizard or may be created manually. The Unified
Queue Group wizard takes an existing voice queue and then uses its configuration settings
to input information into new multimedia queues. The wizard also enables all agent groups
associated with the voice queue to support the multimedia type selected during queue creation.

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Note:

• The Unified Queue Group Wizard does not create new agents for employees
belonging to the associated agent groups. Employees must be enabled to handle
new media types manually. See "Managing the media types an employee can
handle".
• Employees already enabled to handle the new queues’ media types will be set as
Present in their agent groups for those media types. For information on changing
the default presence, see "Managing agent group membership, presence, and skill
level".
• A default queue priority of 64 is assigned to queues created by the Unified Queue
Group Wizard. These may be altered after the wizard has finished.
• Business hours are copied over from the business hours configured for the
voice queue. Default automated responses for business hours are provided for
multimedia.
• The wizard will populate the Offer to Agent Groups activities in the default Inqueue
workflows with the same agent group order used by the voice queue member of
the Unified queue group.

When manually creating a Unified queue group, administrators can create new queues
to associate with the Unified queue group. When you create these new queues, they are
automatically assigned the name and reporting number of the existing Unified queue group.
Users manually creating a Unified queue group can also associate existing queues to a Unified
queue group. Virtual queue groups may be associated to the voice media of a Unified queue
group. If an administrator disables a media type for a Unified queue group, the associated queue
will become historical.

The following procedures explain how to:

• Add a Unified queue group using the Unified Queue Group Wizard
• Add a Unified queue group
• Associate new queues to the Unified queue group
• Associate an existing queue to the Unified queue group
• Associating an existing virtual queue group to the Unified queue group
• Replace an associated queue with a new queue
• Replace an associated queue with an existing queue
• Remove a media type from a Unified queue group and set the associated queue as
historical

To add a Unified queue group using the Unified Queue Group Wizard

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1. Click Multimedia > Queues.

2. Select the voice queue(s) for which you want to create a Unified queue group(s).
3. In the Queue Tools tab of the ribbon, click Create unified queue group.
4. Click the icons for the multimedia queues you want to create.

See the following table.

Table 4: Unified Queue Group Wizard media icons

Media Type Media Icon

Chat

Email

SMS

Open Media

5. If you want to create a corresponding reporting queue group, select Create reporting
queue group and type a Reporting number.
6. Click Create.
7. Click Save.

To add a Unified queue group

1. Click Multimedia > Queue groups.

2. Click Add > Unified.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.

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To associate new queues to the Unified queue group

1. Click Multimedia > Queue groups and select a Unified queue group.
2. Click on the media type icons to select which media types the queue group can
handle.

A queue configuration window opens.

For instructions on configuring an email, chat, SMS, or open media queue, see "Adding
multimedia queues".

See the following table.

Note:

• Queue Inqueue workflows cannot be configured when adding new queues as

members of Unified queue groups. Inqueue workflows for new queues must be
configured in YourSiteQueues after the Unified queue group is saved.
• By default, new queues added this way will use the name of the Unified queue
group and the reporting number.

Table 5: Unified queue group media type icons

Media Type Icon

Voice

Chat

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Media Type Icon

Email

SMS

Open Media

3. When you are done configuring the new queue, click Save.
4. Repeat steps 2 and 3 for each media type you want the Unified queue group to
handle.
5. Click Save.

To associate an existing queue to the Unified queue group

1. Click Multimedia > Queue groups and select a Unified queue group.
2. Click the down arrow button beside the media type icon and click Associate existing
<media type> queue.
3. Select a queue and click OK.
4. Click Save.

To associate an existing virtual queue group to the Unified queue group

1. Click Multimedia > Queue groups and select a Unified queue group.
2. Click the down arrow button beside the voice media icon and click Associate existing
Virtual queue group.
3. Select a virtual queue group and click OK.
4. Click Save.

To replace an associated queue with a new queue

1. Click Multimedia > Queue groups and select a Unified queue group.

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2. Click the down arrow button beside the media type icon and click Replace with new
<media type> queue, click on the media type icons to select which media types the
queue group can handle.

A queue configuration window opens.

For instructions on configuring an email, chat, SMS, or open media queue, see "Adding
multimedia queues".

Note:

• Queue Inqueue workflows cannot be configured when adding new queues as

members of Unified queue groups. Inqueue workflows for new queues must be
configured in YourSite Queues after the Unified queue group is saved.
• By default, new queues added this way will use the name of the Unified queue
group and the reporting number.

3. When you are done configuring the new queue, click Save.
4. Click Save.

To replace an associated queue with an existing queue

1. Click Multimedia > Queue groups and select a Unified queue group.
2. Click the down arrow button beside the media type icon and click Replace with
existing <media type> queue.
3. Select a queue and click OK.
4. Click Save.

To remove a media type from a Unified queue group and set the associated queue as historical

1. Click Multimedia > Queue groups and select a Unified queue group.
2. Click on a selected media type icon.
3. Click Save.

5.2.22 Configuring Holidays

You configure holiday options in the Holidays section of Multimedia Contact Center for the dates
that affect your contact center operations. In Multimedia Contact Center, Holidays are used in the
Schedule activity. For more information on the Schedule activity, see "Routing interactions with

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the Schedule activity". Multimedia Contact Center includes default holidays for the USA, UK, and
Canada.

To enable an existing holiday

1. In YourSite Explorer, click Multimedia > Holidays.

2. From the list of holidays, select the holiday you want to enable.
3. Select This holiday is a company holiday. Notify me if I attempt to schedule an
employee on this day.
4. Click Save.

To add a new holiday

1. In YourSite Explorer, click Multimedia > Holidays.

2. Click Add.
3. After Name, type the name of the holiday.
4. If you wish to enable this holiday immediately, select This is a company holiday.
Notify me if I attempt to schedule an employee on this day.
5. Specify the pattern of the holiday

• If the holiday always falls on the same day of the month, select Every and specify
the month and date the holiday falls on.
• If the holiday has a pattern of falling on a certain day, week, and month, select The
and specify the pattern, day of week, and month.
• If the holiday is a calculated holiday, such as Good Friday or Easter Monday, select
Calculated holiday and specify the holiday.
6. Click Save.

To delete a holiday

1. Select the holiday you want to delete from the holidays list.
2. Click Delete.
3. Click OK.

5.2.22.1 Configuring business hour schedules

Multimedia Contact Center performs certain tasks during business hours and other tasks after
hours. For example, the system can send auto-response messages to interactions received after
hours, informing customers that the contact center is closed and to expect a response during
business hours. Applying a business hours schedule to workflows tells the system when to send
this message.

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Multimedia Contact Center ships with a default 24/7 business hour schedule and a default
Monday to Friday 9:00 AM to 5:00 PM business hour schedule. Administrators can

• Modify the default business hours schedules

• Create new business hour schedules
• Manage business hour schedule exclusion lists to omit days from schedules, such as
national holidays.
• Apply business hour schedules to workflows

5.2.22.1.1 Modifying default business hour schedules

Administrators can modify the default 24/7 and default Monday to Friday 9:00 AM to 5:00 PM
business hour schedule to suit their business’ needs.

To modify a default business hours schedule

1. Click YourSite > Schedules and select a default schedule.

2. Type a new Name for the schedule. For example, 'Monday to Friday 8:00 AM to 6:00
PM'.
3. To apply a Schedule exclusion list, click the Browse button, select an exclusion list
and click OK.

Note:

To create a schedule exclusion list, or to edit an existing schedule exclusion list, see
"Managing schedule exclusion lists".

4. Specify the business day Start time and End time for each day of the week.
5. Select the Disable for day check box for each day the business is closed.
6. Click Save.

5.2.22.1.2 Creating new business hour schedules

Administrators can create new business hour schedules to apply to Multimedia Contact Center
devices and to use in workflows.

To create a new business hour schedule

1. Click YourSite > Schedules > Add.

2. Type a Name for the new schedule.

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3. To apply a Schedule exclusion list, click the Browse button, select an exclusion list
and click OK.

Note:

To create a schedule exclusion list, or to edit an existing schedule exclusion list, see
"Managing schedule exclusion lists".

4. Specify the business day Start time and End time for each day of the week.
5. Select the Disable for day check box for each day the business is closed.
6. Click Save.

5.2.22.1.3 Managing schedule exclusion lists

The following configurations take place in YourSite > Schedules.

Managing schedule exclusion lists enables administrators to omit days from business hour
schedules. For example, administrators can use a schedule exclusion list to omit national
holidays from a business’ yearly schedule.

The following procedures tell you how to

• Create and apply new exclusion lists to schedules

• Apply existing exclusion lists to schedules
• Remove exclusion lists from schedules
• Edit and remove dates from schedule exclusion lists
• Delete exclusion lists from YourSite Explorer

To create and apply a new exclusion list to a schedule

1. Select the schedule and click Manage schedule exclusion list.

2. Type a Name for the exclusion list.

Note:

To create a new list for a schedule with an exclusion list already applied to it, click Add
and follow step 2 onward.

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3. Select the dates to exclude from the schedule and click Save.
4. To apply the exclusion list to the selected schedule, click Apply. Otherwise, close the
schedule exclusion list designer window.
5. On the ribbon, click Save.

To apply an existing exclusion list to a schedule

1. Select the schedule and, after Schedule exclusion list, click Browse.
2. Select a schedule exclusion list and click OK
3. Click Save.

To edit and remove dates from an exclusion list

1. Select a schedule with an exclusion list applied to it and click Manage Schedule
exclusion list.
2. Click Edit.
3. To add new dates, select them from the calendar.
4. To remove dates, select the dates from the list and click Remove.
5. To remove all dates, click Clear.
6. Click Save.
7. To apply these changes to the schedule, click Apply.
8. On the ribbon, click Save.

To delete an exclusion list from YourSite Explorer

1. Select a schedule that has the exclusion list to be deleted and click Manage Schedule
exclusion list.

Note:

If deleting exclusion lists as part of clean-up, select any schedule with an exclusion list
applied to it and follow these steps.

2. From the drop-down list, select the exclusion list you want to delete and click Delete.
3. Close the schedule exclusion list designer and, on the ribbon, click Save.

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5.2.22.1.4 Applying business hour schedules to

workflows
Administrators can apply business hour schedules to workflows via the Schedule activity.

For example, an administrator applies a Monday to Friday, 7:00 AM to 7:00 PM business hour
to a Schedule activity in a Chat Inqueue workflow. Chat messages arriving after hours follow
the ‘After Hours’ branch. This branch is configured to send an automatic response informing
customers of the contact center’s business hours and to expect a reply during that time.

To apply business hour schedules to workflows, see "Routing interactions with the schedule
activity".

5.2.23 Configuring security roles

You create security roles if you want to restrict employees from specific devices and MiContact
Center Business application areas that their licensing would enable them to access.

Note:

In order for you to assign security roles, your account must be associated with a security role
that has ‘May manage security’ enabled.

MiContact Center Business has two default security settings, Local administrator and Enterprise
administrator. These settings provide employees full access to all MiContact Center Business
applications (to which the contact center and employees are licensed) and devices, and allow
Write Back for synchronization.

Employee access to applications is limited by their security role and their licensing. An
employee’s security role defines the application areas an employee can access and licensing
limits what applications an employee can access. For example, an employee with the Enterprise
administrator security role but no supervisor license would not be able to access YourSite
Explorer.

When you install MiContact Center Business, a default user is created. This ensures there is at
least one account with which you can access YourSite Explorer.

The default user name and password are:

• Username: _admin
• Password: _password

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• Security Role: Local Administrator

Security roles have two components:

Basic—Basic security controls user access to specific areas of Mi Contact Center Business, and
Flexible Reporting, and to Workforce Scheduling and Schedule Adherence.

Advanced—Advanced security controls user access to customized lists of devices, real-time

monitors, profiles, reports, sites, and users.

For detailed information regarding creating and applying security roles and creating security lists,
see the MiContact Center Business Installation and Administration Guide MiContact Center Business
for Microsoft Skype for Business User Guide "Security roles".

5.2.23.1 Multimedia Contact Center security settings

Many of the features in Multimedia Contact Center are advanced; administrators may want
to restrict their multimedia employees from having access to select devices or applications.
Employees using Ignite for Multimedia Contact Center require several specific security role
settings to control their access to parts of the Ignite.

Security roles can be applied to restrict which devices agent can view in Ignite, so that they are
limited to both handling and viewing only the queues associated to their agent group. Employees
can be restricted from controlling their Agent Group Presence, so their presence in agent groups
can be entirely controlled by the system. Employees can be restricted from picking interactions
out of queue. Employees can be restricted from transferring interactions from the queue and their
Inbox. Employees can be restricted from marking interactions as Junk. Employees can also be
restricted from accessing Ignite.

Note:

Users currently logged on are not affected by changes to their associated role until the next
time they log on.

To restrict access to Ignite, disable the following Basic security option:

• May access Contact Center Client/Ignite

To restrict the devices an employee can view in Ignite, enable the following Advanced security
options:

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• May view real-time information on devices contained in this list only <device list>.

The device list must contain the following members:

• All the queue groups that contain queues the employee handles
• All the agent groups to which the employee has agents
• Employee groups that mirror the composition of the agent groups’ employee
membership

To restrict control of presence in Ignite, such as Join and Leave, disable the following Advanced
security option:

• May control my real-time presence status in Interactive Contact Center

To restrict the ability to pick interactions out of queue, disable the following Basic security option

• May Pick/Pick & Reply Interactions

To restrict the ability to transfer interactions from the queue and Inbox, disable the following Basic
security option

• May Transfer Interactions

To restrict the ability to mark interactions as Junk, disable the following Basic security option

• May Junk Interactions

To restrict access to Ignite, disable the following Basic security option

• May access Contact Center Client/Ignite

5.3 Configuring Multimedia Contact Center web features

Multimedia Contact Center includes web applications and features that require configuration by
qualified web administrators and IT personnel to ensure successful deployment. These features
consist of:

• Chat

For information on offering chat through your corporate website, see "Enabling chat".
• Contact Us

For information on offering Contact Us through your corporate website, see "Enabling Contact
Us".

The following is the suggested order of configuration for Multimedia Contact Center web features.

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To set up Multimedia Contact Center web features

1. Configure chat media servers.

See "Adding chat to Multimedia Contact Center".

2. Configure chat queues.

See "Adding multimedia queues".

3. Add reverse proxy.

Reverse proxies enable /CCMWa to be published as a part of your corporate website.

See "Publishing Chat and Contact Us to the Internet using reverse proxies".
4. Add SSL (optional)

See "Publishing Chat and Contact Us to the Internet with SSL".

5. Update chat media server with external URL for chat root.

See "Adding chat to Multimedia Contact Center".

6. Configure chat customizations.

See "Enabling chat"

7. Configure Contact Us.

See "Enabling Contact Us".

For information on troubleshooting the deployment of Multimedia Contact Center web features,
see "Troubleshooting Multimedia Contact Center web features".

5.3.1 Multimedia Contact Center proficiency requirements

Contact centers are responsible for the deployment of Multimedia Contact Center web features
on their corporate web servers. You must have web administrator and IT personnel with
knowledge of the following to deploy and customize Chat and Contact Us:

• IT administrator proficiencies for Chat and Contact Us deployment

• Reverse proxy configuration

• Network and Firewall configuration and troubleshooting
• End-to-End SSL deployment (optional)
• Basic web proficiencies for Chat customization

• JavaScript: Manipulating JavaScript file with a list of variables

• HTML: Adding URL link to corporate web site

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Note:

These are the minimum proficiencies required. More complicated integrations will
require more enhanced skills.

• Basic web proficiencies for Contact Us customization

• JavaScript: Manipulating JavaScript file with a list of variables

• HTML: Add a JavaScript call to a corporate website
• CSS: Ability to integrate complex CSS file to integrate with corporate website.

5.3.1.1 Publishing Chat and Contact Us to the

Internet using reverse proxies
Chat can be published to the internet using reverse proxies, either with or without SSL.
Multimedia Contact Center only supports End-to-End SSL deployments. For more information,
see the MiContact Center Business and MiVoice Analytics System Engineering Guide MiContact
Center Business System Engineering Guide.

Chat and Contact Us both use CCMWa, a web application installed on the Enterprise Server
at http://<Enterprise Server IP Address>/CCMWa to route interactions to your queues. Using a
reverse proxy enables requests to your corporate website to be served from CCMWa through
your corporate website, proxying requests through the web server to CCMWa on the Enterprise
Server.

Setting up a reverse proxy requires setting up Inbound and Outbound routing rules on your web
server. The Inbound rule configures the directory on the web server that routes the requests to
the Enterprise Server. The Outbound rule modifies the responses from the Enterprise Server to
match the corporate website URL format.

For example, if http://www.contactcenter.com/Chat was configured as the directory that reverse

proxies http://<enterprise server>/CCMWa/chat, then when a customer arrives on http://
www.contactcenter.com/Chat, the web server makes the request to http://<enterprise server>/
CCMWa/chat on the customer’s behalf. The Enterprise Server’s response is then sent back
to the web server which then publishes it to the customer as if it had been generated by the
corporate web server.

The method for configuring a reverse proxy depends on if your organizational web server is an
Apache or an IIS web server. The Mitel MiContact Center Knowledge Base contains guidelines
for reverse proxy deployment:

• IIS web servers: http://micc.mitel.com

• Apache web servers: http://micc.mitel.com

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5.3.1.2 Publishing Chat and Contact Us to the

Internet with SSL
Multimedia Contact Center Chat and Contact Us support SSL on both IIS and Apache web
servers in an End-to-End SSL deployment. Due to the variance in possible deployment models
for End-To-End SSL and the unique configurations of different corporate websites, it is the
responsibility of contact centers to determine how to best configure their own End-to-End SSL
deployments. See the MiContact Center Business and MiVoice Analytics System Engineering Guide
for more information on the supported SSL deployment.

Note:
We do not support WebDav Publishing feature in Windows.

5.3.2 Enabling chat

The first step in enabling chat is deciding how to provide access to chat. You must determine how
chat will be offered within your corporate website and published to the Internet as well as how
your interactions access offered chat services.

During the installation of Multimedia Contact Center, the chat server CCMWa (Internal URL
http://<enterprise server>/ccmwa) and the customer-facing chat request form (default URL http://
<enterprise server>/ccmwa/chat) are installed on the Enterprise Server. Individual queues include
an Internal URL for direct access to them: http://<enterprise server>/CCMWa/chat/<queue
GUID>. The configuration and customization of your chat request forms are handled in a single
JavaScript file, chat.public.config.js.

Note:

As of version 9.2, it is recommended to use the chat files on the Enterprise Server rather
than hosting them on your corporate web server. For more information, see "Hosting chat
files on your corporate web server".

Enabling chat takes place in five steps:

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1. Determine how to offer chat to contacts.

Multimedia contacts to select a queue to which their chat will be submitted, through a queue-
specific chat request form, through activities in an Inbound workflow, or through a user-made
chat request page.

For more information, see "Determining how to offer chat"

2. Publish chat to the Internet with reverse proxies.

Reverse proxies enable /CCMWa to be published as a part of your corporate website.

For more information, see "Publishing Chat to the internet using a reverse proxy".
3. Customize your chat request forms.

Chat request forms can be customized in chat.public.config.js to display corporate branding,

show and hide different form properties, and display avatars in chat sessions.

For more information on customizing your chat request forms, see "Customizing chat".
4. (Optional) Customize Ignite chat and SMS agent options.

Agent options for handling chat and SMS messages can be configured to change Ignite
handling options and display avatars in chat sessions. For more information on customizing
your agent chat and SMS session in Ignite, see "Customizing Ignite chat and SMS agent
options".
5. Integrating chat with your website.

You must determine how chat is offered through your website so that your contacts can
access it. For suggestions on how to integrate chat with your corporate website, see "Offering
chat through your corporate website".

5.3.2.1 Customizing chat

Chat is customized through configuring JavaScript file settings. You can configure the public-
facing chat request pages and the chat experience of your customers as well as the chat
experience of agents and supervisors using Ignite.

Chat is customized through the configuration of three different JavaScript files:

• chat.public.config.js

See "Customizing public-facing chat".

• chat.agent.config.js

See "Customizing Ignite chat and SMS agent options".

• chat.supervisor.config.js

See "Customizing Ignite chat and SMS agent options".

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Multimedia Contact Center maintains three default version of these files:

• Chat.ui.public.config.DEFAULT.js
• Chat.ui.agent.config.DEFAULT.js
• Chat.ui.supervisor.config.DEFAULT.js

During upgrades, these default files update the chat customization files with any new fields and
populates them with the default values. On every start/restart of the CCMWa application on the
Enterprise Server, if the customization files are not found, they are recreated automatically from
the default files.

CAUTION:

Do not make any changes to the default chat configuration files.

Note:

• If you are hosting your chat configuration files on your corporate web server,
they will not be automatically updated during an upgrade and must be manually
upgraded.
• Chat configuration must be consistent for the fields shared between the different
JavaScript files used to customize chat. If you want to use a default public
Gravatar image for a queue, for example, you must ensure that the same image is
set in both chat.public.config.js and chat.agent.config.js.

5.3.2.1.1 Customizing public-facing chat

Multimedia Contact Center enables contact centers to customize both the contact-facing and
agent-facing chat experience.

Public customizations add options to the chat request form as well as providing avatar options for
contacts chatting with contact center agents. For information on customizing contact-facing chat
options, see "Customizing chat request forms and chat sessions".

Agent-facing customizations modify chat and SMS handling options in Ignite and provide avatar
options for agents handling chat and SMS options. For information on customizing agent-facing
chat options, see "Customizing Ignite chat and SMS agent options".

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Note:

Chat configuration must be consistent for the fields shared between the different JavaScript
files used to customize chat. If you want to use a default public Gravatar image for a queue,
for example, you must ensure that the same image is set in both chat.public.config.js and
chat.agent.config.js.

5.3.2.2 Customizing chat request forms and chat

sessions
Chat request forms and chat sessions can be customized to match your organizational style and
provide different options to contacts. You can customize your chat offering at the contact center
level and at the level of individual queues. Chat options are configured using a single JavaScript
file, chat.public.config.js, that contains a series of JavaScript variables and properties. This file is
hosted in CCMWa’s folder on the Enterprise Server (<drive>\Program Files (x86)\Mitel\MiContact
Center\Website\CCMWa\Scripts\).

You can make the following customizations to your chat request forms and chat sessions:

• Show or hide Estimated Wait Time, Number of Available Agents, Number of Idle
Agents, Number of Chats Waiting, and Business Hours queue statistics
• Enable chats to be submitted after hours
• Enable chat requests to be submitted when the queue is closed or unavailable
• Enable chats to be submitted when there are no available agents
• Enable Gravatar avatars
• Add a corporate logo and customize its placement on the chat request form
• Provide a description for the queue that appears both on the chat request form and in
the browser title bar
• Change both the background color and if it displays as a solid color or a gradient
• Show or hide the topic field, make topics mandatory, and set specific topic choices
• Set up Gravatar avatars for contacts
• Configure queue closed messages
• Configure the LumaThreshold for light or dark icons

To customize chat request forms

• Configure the chat JavaScript file.

See "Configuring the Chat.Config JavaScript file".

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Note:

If you customized your chat request form in version 7.0, your customizations will not
be retained after an upgrade to version 8.1. For more information, see "Updating chat
customization from Version 7.0 to Version ".

5.3.2.3 Customizing Ignite chat and SMS agent

options
Multimedia Contact Center enables contact centers to optionally modify how Ignite enables
agents to handle chat and SMS sessions in a single JavaScript file. Contact centers can also set
agent avatar options for agents in this file.

You can make the following customizations to chat and SMS sessions in Ignite:

• Configure avatar settings for agents

• Configure whether or not CTRL+Enter sends a message or enters a carriage return
• Configure whether or not clicking End Your Chat ends a chat or SMS session or first
prompts agents to confirm the ending of their session
• Choose to enable agents to view chats that they have not accepted or have not been
offered to them
• Configure icon theme

Note:

If you modify the default handling, it is your responsibility to inform agents of changed
handling behavior.

To customize Ignite chat and SMS sessions

• Configure the agent and supervisor configuration JavaScript files.

See "Configuring the agent configuration JavaScript file".

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5.3.2.3.1 Configuring the agent and supervisor

configuration JavaScript files
Configuration settings for agent chat and SMS sessions in Ignite are controlled through two
JavaScript files located in <drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites
\CCMWa\Scripts\:

• chat.agent.config.js
• chat.supervisor.config.js

Chat.agent.config.js controls agent settings in Ignite. chat.supervisor.config.js controls how chat

displays in Contact Center Client when a supervisor is previewing a chat session.

chat.agent.config.js and chat.supervisor.config.js settings can be grouped into three categories:

• Global settings—control agent handling behavior of chat and SMS in Ignite. These
settings are applied universally or are required to enable features at a queue level.
The following table outlines the global fields.
• Queue settings—are controlled in DefaultConfig and ChatQueues. These two
sections share the same fields. DefaultConfig fields apply the default settings for
queues while ChatQueues fields are applied to individual specific queues. Table 7
outlines DefaultConfig and ChatQueues settings.
• Logging and connection settings—provide troubleshooting options as well as
enable connection limits for devices. Table 8 outlines the logging and connection
settings.

When adding field values based on the following tables, ensure that they use correct JavaScript
formatting and punctuation.

Table 6: Global setting fields

Field name Field Field Description

value

EnableAgentGravatar True or This field controls whether or

False not Chat will use Gravatar for
Agents.

If set to True, Chat sessions

will use any Gravatar user
image associated to the email
addresses used in the chat
session or the image configured
with DefaultAgentGravatarUrl.

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Field name Field Field Description

value

If set to False, no agent Gravatar

user images will be used in the
chat session.

Note:

This field must have

the same value in
chat.public.config.js,
chat.agent.config.js, and
chat.supervisor.config.js.

EnableSupervisorGravatar True or This field controls whether or

False not Chat will use Gravatar for
Agents.

If set to True, Chat sessions

will use any Gravatar user
image associated to the email
addresses used in the chat
session or the image configured
with DefaultAgentGravatarUrl.

If set to False, no agent Gravatar

user images will be used in the
chat session.

Note:

This field must have

the same value in
chat.public.config.js,
chat.agent.config.js, and
chat.supervisor.config.js.

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Field name Field Field Description

value

EnablePublicGravatar True or This field controls whether or not

False Chat will use Public Gravatar for
agents.

If set to True, Chat sessions

will use any Public Gravatar
user image associated to the
email addresses used in the chat
session or the image configured
with DefaultAgentGravatarUrl.

If set to False, no Public

Gravatar user images will be
used in the chat session.

Note:

This field must have

the same value in
chat.public.config.js,
chat.agent.config.js, and
chat.supervisor.config.js.

UseCtrlEnterForGlobalSend True or This field controls whether or not

False CTRL+Enter enters a carriage
return or sends a message in
Ignite.

If set to True, in a Chat or SMS

session in Ignite, pressing CTRL
+Enter sends a message and
pressing Enter adds a carriage
return.

If set to False, CTRL+Enter will

add a carriage return and Enter
will send a message.

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Field name Field Field Description

value

EnableAgentPromptForEndConversation True or This field controls whether or

False not agents will be prompted to
confirm the closing of a chat or
SMS session.

If set to True, when the End Your

Chat button is pressed, agents
will be prompted to confirm that
they want to close the current
chat or SMS session.

If set to False, when the End

Your Chat button is pressed, the
chat or SMS session closes.

EnableSupervisorPromoptForEndConversation True or This field controls whether or

False not agents will be prompted to
confirm the closing of a chat or
SMS session.

If set to True, when the End Your

Chat button is pressed, agents
will be prompted to confirm that
they want to close the current
chat or SMS session.

If set to False, when the End

Your Chat button is pressed, the
chat or SMS session closes.

Table 7: DefaultConfig and ChatQueues fields

Field name Field value Field Description

Enabled True or False This field enables or

disables this configuration
record.

If you set to False, the

queue’s chat form will

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Field name Field value Field Description

use the values from the

default file in <drive>:
\Program Files (x86)\Mitel
\MiContact Center
\WebSites\CCMWa\Scripts\
Chat.ui.agent.config.DEFAULT.js
or
Chat.ui.supervisor.config.DEFAULT.js.

QueueId (ChatQueues only) The queue’s GUID, The GUID for the chat
such as ‘26F1A5C3- queue to which you want
DD2C-45FFBE75- the associated settings
2BC7B85012 D0’ to apply. You can use
YourSite Explorer to obtain
a queue’s GUID. See
"Obtaining Queue GUIDs".

DefaultAgdxzentGravatarURL URL;of image This field is used to set the

Gravatar image to be used
for all agents in all chat
sessions.

The image must be hosted

on a public website.

Images being used for the

Gravatar image must meet
the following requirements:

• It must be publicly
available
• It must be accessible
via HTTP or HTTPS
on ports 80 and 443
• It must be
a .jpg, .jpeg, .gif,
or .png image file
• It must not include a
querystring.

DefaultSupervisorGravatarURL URL;of image This field is used to set the

Gravatar image to be used

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Field name Field value Field Description

for all agents in all chat

sessions.

The image must be hosted

on a public website.

Images being used for the

Gravatar image must meet
the following requirements:

• It must be publicly
available
• It must be accessible
via HTTP or HTTPS
on ports 80 and 443
• It must be
a .jpg, .jpeg, .gif,
or .png image file
• It must not include a
querystring.

UseDefaultAgentGravatarForAllAgents True or False This field is used to set

whether or not all users will
use the default Gravatar
image.

If set to True, all agents

will use the image set in
DefaultAgentGravatarURL
(or
DefaultSupervisorGravatarURL).

If set to False, users

will only use the Default
Agent Gravatar (or Default
Supervisor Gravatar) if
they have no Gravatar
associated to their email
address.

UseDefaultSupervisorGravatarForAllSupervisors
True or False This field is used to set
whether or not all users will

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Field name Field value Field Description

use the default Gravatar

image.

If set to True, all agents

will use the image set in
DefaultAgentGravatarURL
(or
DefaultSupervisorGravatarURL).

If set to False, users

will only use the Default
Agent Gravatar (or Default
Supervisor Gravatar) if
they have no Gravatar
associated to their email
address.

UseDefaultPublicGravatarForAllPublicUsers
True or False This field is used to
set whether or not all
contacts will use the default
Gravatar image.

If set to True, all

public users will use
the image set in
DefaultPublicGravatarURL.

If set to False, users will

only use the Default Public
Gravatar if they have no
Gravatar associated to their
email address.

GravatarSize The size, in pixels, of This field is used to set

the Gravatar image the size of the Gravatar, in
pixels.

PeekModeAllowed True or False This field controls whether

or not agents can view
chats that they have not
accepted or have not been
offered.

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Field name Field value Field Description

IconTheme Light or Dark IconTheme determines if

the icons appear as light
or dark, to better suit the
selected background color.
The IconTheme value can
be Light or Dark.

Table 8: Logging and connection fields

Field name Field value Field Description

ChatClientSidelogging True or False This field controls whether or

not a log for chat is available
in the client’s browser.

If set to False, there is no

client-side log created.

If set to True, a client-side is

created.

Note:

This field must have

the same value in
chat.public.config.js,
chat.agent.config.js,
and
chat.supervisor.config.js.

MobileDeviceConnectionRetryLimit The number of This field controls how many

connection attempts times a mobile device can
attempt to connect to chat.

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Field name Field value Field Description

Note:

This field must have

the same value in
chat.public.config.js,
chat.agent.config.js,
and
chat.supervisor.config.js.

ConnectionRetryLimit The number of This field controls how many

connection attempts times a desktop device can
attempt to connect to chat

Note:

This field must have

the same value in
chat.public.config.js,
chat.agent.config.js,
and
chat.supervisor.config.js.

ConnectionRetryIterationCount The count limit This field sets the number of

times a device can attempt
to connect before prompting
the user that it is unable to
connect and that a refresh
will occur.

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Field name Field value Field Description

Note:

This field must have

the same value in
chat.public.config.js,
chat.agent.config.js,
and
chat.supervisor.config.js.

After customizing your agent chat and SMS sessions, your changes will be applied to Ignite.

The following procedures outline how to:

• Set the agent chat and SMS settings using chat.agent.config.js

• Add ChatQueues fields to chat.agent.config.js
• Set the supervisor settings using chat.supervisor.config.js
• Add ChatQueues fields to chat.supervisor.config.js

chat.supervisor.config.js must have the same settings configured as chat.agent.config.js. For

agent-specific fields such as DefaultAgentGravatarURL, add the value to the supervisor-specific
equivalent, such as DefaultSupervisorGravatarURL.

To set the agent chat and SMS settings using chat.agent.config.js

1. On the Enterprise Server, navigate to <drive>:\Program Files (x86)\Mitel\MiContact

Center\WebSites\Ccmwa\Scripts.
2. Open chat.agent.config.js in a text editor.
3. Customize your agent chat settings.

For a description of the settings and their fields, see Table 6, Table 7, and Table 8.
4. Save and close the editor.

To add ChatQueues fields to chat.agent.config.js

1. In YourSite Explorer, obtain the queue IDs of the chat queues for which you want to
customize settings.

For more information, see "Obtaining Queue GUIDs".

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2. Open chat.agent.config.js in a text editor.

3. Locate ChatQueues:[ ] and copy and paste the following fields within ChatQueues’s
brackets.

See the following figure for the proper formatting.

Enabled: true,

QueueId: ‘’,

DefaultAgentGravatarURL:
encodeURIComponent(window.ccmwa.shared.getCCMWaBaseUrl() + '/content/images/
gravatar/defaultagent.png'),

UseDefaultAgentGravatarForAllAgents: false,

GravatarSize: 32,

PeekModeAllowed: true,

IconTheme: 'Dark'

},

Figure 11: chat.agent.config.js formatting

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4. Customize your ChatQueues field settings.

For a description of the settings and their fields, see Table 7.

5. For each additional queue you want to configure agent Ignite settings for, repeat steps
2-3.
6. Save and close the text editor.

To set the supervisor settings using chat.supervisor.config.js

1. On the Enterprise Server, navigate to <drive>:\Program Files (x86)\Mitel\MiContact

Center\WebSites\Ccmwa\Scripts.
2. Open chat.supervisor.config.js in a text editor.
3. Customize your supervisor chat settings.

For a description of the settings and their fields, see Table 6, Table 7, and Table 8.
4. Save and close the editor.

To add ChatQueues fields to chat.supervisor.config.js

1. In YourSite Explorer, obtain the queue IDs of the chat queues for which you want to
customize settings.

For more information, see "Obtaining Queue GUIDs".

2. Open chat.supervisor.config.js in a text editor.

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3. Locate ChatQueues:[ ] and copy and paste the following fields within ChatQueues’s
brackets.

See the following figure for the proper formatting.

Enabled: true,

QueueId: ‘’,

DefaultSupervisorGravatarURL:'',

DefaultPublicGravatarURL: '',

UseDefaultSupervisorGravatarForAllSupervisors: false,

UseDefaultPublicGravatarForAllPublicUsers: false,

GravatarSize: 32,

PeekModeAllowed: true,

IconTheme: 'Dark'

},

Figure 12: chat.supervisor.config.js formatting

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4. Customize your ChatQueues field settings.

For a description of the settings and their fields, see Table 7.

5. For each additional queue you want to configure agent Ignite settings for, repeat steps
3-4.
6. Save and close the text editor.

5.3.2.4 Offering chat through your corporate website

A contact center can offer chat through a number of means on their corporate website. Some
suggested methods for offering chat include:

• Offering chat via a basic hyperlink

See "Offering chat via a basic hyperlink".

• Offering chat via a containing page

See "Offering chat in a containing page in your own site".

• Offering chat via a pop-up window

See "Offering chat in a pop-up window".

Multimedia Contact Center includes sample files demonstrating these suggested methods.
Samples can be found in <drive>:\Program Files (x86)\Mitel\MiContact Center\Support
\BasicSamples.

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5.3.2.4.1 Offering chat via a basic hyperlink

In this method, a link is offered to the default CCMWa/chat on the Enterprise Server. Contacts
clicking the link open the chat request page. With this method, you link to the default reverse
proxied chat application on CCMWa.

Note:

If a subdomain is being used to access chat, such as chat.example.com, consult the

following Mitel Knowledge Base article: http://micc.mitel.com.

The following HTML is an example of offering chat to a specific queue via a basic hyperlink in a
page in your own website.

<!DOCTYPE html>

<html xmlns="http://www.w3.org/1999/xhtml">

<head>

<title>Basic Chat</title>

</head>

<body>

<a href="http://localhost:8082/ccmwa/en-CA/chat/26F1A5C3-DD2C-45FF-
BE75-2BC7B85012D0">chat now</a>

</body>

</html>

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5.3.2.4.2 Offering chat in a containing page in your

own site
In this method, the CCMWa/Chat is rendered within an HTML page on your own site. This can be
done by rendering CCMWa/Chat within the body of the page or within a container on the page.

For an example of chat embedded within the body of a webpage, with usable HTML and
JavaScript, see chat.basic.embedAsPage.html in <drive>:\Program Files (x86)\Mitel\MiContact
Center\Support\BasicSamples. Adjust as needed to match your storage of scripts and chat queue
GUIDs.

For an example of chat embedded within the body of a webpage as a widget, with usable HTML
and JavaScript, see chat.basic.embedAsWidget.html in the Samples folder at <drive>:\Program
Files (x86)\Mitel\MiContact Center\Support\BasicSamples. Adjust as needed to match your
storage of scripts and chat queue GUIDs.

Note:

If you use these HTML, do not modify the variable names for queueId or targetContainer. Do
not modify the name or value of the hdr variable. Doing so will cause issues for rendering the
chat session.

5.3.2.4.3 Offering chat in a pop-up window

Chat can be offered through a pop-up window. For an example of how to offer chat in a pop-up
window, see chat.basic.popup.html in the Samples folder at <drive>:\Program Files (x86)\Mitel
\MiContact Center\Support\BasicSamples. Adjust as needed to match your storage of scripts and
chat queue GUIDs.

5.3.2.4.4 Offering chat in different languages

Different language versions of the chat request form can be accessed by adding the language
designator between /CCMWa/ and /chat. For example, the French Canadian chat request form
would be accessed through http://<enterprise server>/ccmwa/fr-CA/chat. The following table
contains a list of the different supported languages and the corresponding designator.

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Table 9: Language designators

Language Designators

Simplified Chinese zh-CN

Dutch nl-NL

English (US) en-US

English (UK) en-GB

French (Canadian) fr-CA

French (France) fr-FR

German de-DE

Italian it-IT

Norwegian nb-NO

Portuguese (Brazilian) pt-BR

Russian ru-RU

Spanish (Latin American) es-CL

Spanish (Spain) es-ES

Swedish sv-SE

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Language Designators

Welsh cy-GB

5.3.3 Enabling Contact Us

Contact Us is Multimedia Contact Center’s contact tool for contact center corporate websites,
presenting access to queues grouped by business lines. Designed to integrate into existing
corporate websites, Contact Us can be customized to reflect an organization’s specific service
groups or business lines and their corresponding queues. Like chat, Contact Us uses CCMWa,
a web application installed on the Enterprise Server at http://<Enterprise Server IP Address>/
CCMWa to route interactions to your multimedia queues.

The WickedTix sample website included with Multimedia Contact Center showcases an
integration of Contact Us within a corporate website. For more information, see "Corporate
Website Example: WickedTix". There is also a basic sample website included called
BasicSamples, focusing on basic Chat and Contact Us integrations, available in the Samples
folder at <drive>:\Program Files (x86)\Mitel\MiContact Center\Support\BasicSamples.

The following figure displays Contact Us. By default, all the business lines display as collapsed,
showing only the business line name and hours. The footer of Contact Us contains a link that can
be configured to send customers to relevant information concerning the contact center.

Figure 13: Contact Us

When clicked, a business line expands to display the queues configured with it. You can
configure the specific contact information for each queue so that customers can contact the
business line by that media type. (See the following figure.)

Figure 14: Contact Us (Expanded)

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Contact Us can also be configured to use a horizontal display of business lines and their queues.
(See the following figure.)

Figure 15: Contact Us (horizontal)

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In Contact Us, each queue media icon can be configured to launch a contact session. Icons
can be disabled and greyed out or hidden if that media type is not applicable to a business line.
Clicking the phone icon will make a call if the device is able to make calls. Clicking an email icon
will either launch an email form (see the following figure) or, if the customer is using a mobile
device, it will open the phone’s email application with the icon’s configured email address in the
To: field.

Figure 16: Email Us form

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Clicking a chat icon launches a chat session with the configured chat queue. Clicking an SMS
icon launches an SMS form (see the following figure) or, if the customer is using a mobile device,
it will open the phone’s SMS application with the icon’s configured SMS number. When the
customer clicks Send on the form, an SMS will be send to the queue by Contact Us with the
customer’s number.

Figure 17: SMS form

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If the contact center is licensed for IVR, the web callback icon can be configured to submit
callback requests for customers. When clicked, a web callback request form is opened for
customers to fill in callback details and submit a callback request. See the following figure shows
the options in the web callback form. For more information on web callbacks, see the MiContact
Center Business Installation and Administration Guide .

Figure 18: Web callback

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5.3.3.1 Determining how to offer Contact Us

When implementing Contact Us, you must determine how you want to offer Contact Us.
Contact Us is a flexible tool that can be offered to contact center customers in multiple separate
instances, as either a standalone webpage in a corporate website or as an integration within an
existing webpage. Depending on the method for integrating Contact Us, you will be required to
configure different Contact Us files and decide how to host them.

Contact Us has several samples available to help guide decisions on how to offer Contact
Us. For basic deployments, see the files available within <drive>:\Program Files (x86)\Mitel
\MiContact Center\Support\BasicSamples. These include a sample file showing Contact Us as

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a standalone webpage and a file showing Contact Us embedded as a slider. For an example
of a more integrated deployment of Contact Us, Multimedia Contact Center includes a sample
website, WickedTix, which provides an example implementation of Contact Us. WickedTix files
are available in <drive>:\Program Files (x86)\Mitel\MiContact Center\Support\WickedTix. For
more information on WickedTix, see "Corporate Website Example: WickedTix".

5.3.3.1.1 Corporate Website Example: WickedTix

WickedTix is an example corporate webpage integrated with Multimedia Contact Center. Contact
Us has been added as a slider on the right side of the page. The following figure shows the
webpage with the Contact Us tab. When clicked, it expands and offers customers the contact
options for the company. The following figure shows the expanded slider. WickedTix can be found
at <drive>:\Program Files (x86)\Mitel\MiContact Center\Support\WickedTix.

The main WickedTix landing page shows Contact Us integrated in the horizontal mode within
a targeted container within the page. Other pages in the site integrate Contact Us using the
vertical layout, auto-centering it within the viewable area of the page. The following figure shows
WickedTix with Contact Us expanded.

Figure 19: WickedTix with open slider

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5.3.3.2 Implementing Contact Us

After having decided how to offer Contact Us, Contact Us can be configured and implemented.
Contact Us is implemented using a single script reference to render it and another to configure
the queues and media types. Additional customization can be made using a CSS stylesheet.

To implement Contact Us

1. Configure your business lines and queues for Contact Us.

Contact Us uses a JavaScript file, contactus.config.js, to manage business line and queue
information.

Configurations can be reused if you want to show the same contact options on multiple pages
(or a single configuration referenced in a header/footer, for example). A separate configuration
file is required for any alternate configurations you want to render, where the contact options
are different.

See "Configuring your business lines and queues for Contact Us".
2. Configure Contact Us style.

Contact Us uses CSS to implement its styling. All of the visual components are set by
ContactUs.css in <drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites\Ccmwa
\Content. You can copy this file and host it in your own website with any style modifications.

See "Configuring Contact Us style".

3. Configure the email

• Configure the email form

For the Contact Us email from, the information captured is sent as an email to a queue for
routing. Therefore, the From address must not be same as the To address submitted in the
form; otherwise, the message is flagged as a no-reply and is not routed. To prevent this, in
YourSite Explorer application, configure an alias email address that is valid for the SMTP
server to send an email.

Note:

Do not set as this email address as the dial-to address for any queue in the system.

Edit the CCMWa web.config file using any text or XML editor. The file location is: C:
\Program Files (x86)\Mitel\MiContact Center\WebSites\Ccmwa\. In the appSettings section

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of Web.config, set the value to the email address that you configured. Save and close the
file.

Note:

Editing the CCMWa web.config file causes the CCMWa process to restart. Hence we
recommend that you configure this setting during a downtime.

These settings do not affect mobile clients because they use the native email client instead
of the web form.
• Configure the email form with Exchange

This step is only required if your mail server uses Exchange.

See "Configuring the email form with Exchange".

4. Host Contact Us files on your corporate web server (optional)

If you are using multiple configuration files for Contact Us, you must host them externally on
your corporate web server and then enable Contact Us to use the external files.

See "Hosting Contact Us files on your corporate web server".

5. Add Contact Us to your corporate website.

Add the necessary files to your corporate website’s web directory on the web server and add
the JavaScript references to add Contact Us as either a standalone webpage or embedded
within an existing corporate webpage.

See "Adding Contact Us to your corporate website".

5.3.3.2.1 Configuring your business lines and

queues for Contact Us
Business line and queue information, as well as the settings for how Contact Us displays, are
set in the JavaScript file contactus.config.js. This file can be found at <drive>:\Program Files
(x86)\Mitel\MiContact Center\WebSites\Ccmwa\Scripts.

If you intend to offer multiple instances of Contact Us on your corporate website with different
business line and queue information, you will require multiple copies of contactus.config.js.
Copies of contactus.config.js can be renamed and stored in different locations, but script
references to Contact Us must be updated to renamed file in the script reference’s parameters.
For more information, see "Adding Contact Us to your corporate website".

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Business line or service group sections can be added or removed and the available media types
for each of these sections can be modified. The media type layout is fluid so that if one media
type icon is removed, the others flow together.

The following procedures describe how to:

• Configure the header and footer

• Hide the header or footer
• Apply a light or dark icon theme
• Use the horizontal Contact Us layout
• Configure contactus.config.js with business lines and media types
• Remove media types from a service group or business line in an instance of
contactus.config.js
• Configure logging and connection options

To configure the header and footer

1. Open the instance of contactus.config.js in a text editor.

2. Locate the field HeaderHTML.
3. Replace field’s content with your header content.
4. Locate the field FooterHTML.
5. Replace the field’s content with your footer content.
6. Save and close the text editor.

To hide the header or footer

1. Open the instance of contactus.config.js in a text editor.

2. If you want to hide the header, locate the line ShowHeader: true and set it to false.
3. If you want to hide the footer, locate the line ShowFooter: true and set it to false.
4. Save and close the text editor.

To use a light or dark icon theme

1. Open the instance of contactus.config.js in a text editor.

2. If you want a light icon theme, locate the line IconTheme and set it to Light.
3. If you want a dark icon theme, locate the line IconTheme and set it to Dark.
4. Save and close the text editor.

To use the horizontal Contact Us layout

1. Open your instance of contactus.config.js in an editor.

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2. Set UseVerticalBusinessLinesFirst to true.

3. Save and close the editor.

To configure contactus.config.js with business lines and media types

1. Open the instance of contactus.config.js in a text editor.

2. Replace the existing values in the service group/business line fields.

See the following table for a description of each field.

See the following figure for a labeled diagram of what fields correspond to which elements in
Contact Us.

Table 10: Business Line fields

contactus.config.js fields Description

BusinessLineName The name of the business line or service group

HoursOfOperation The hours of operation for the contact center

handing the queues for this business line or
service group

UnifiedQueueIdOrNameOrReporting The service group/business line’s Unified Queue

Group GUID, Name, or Reporting Number

EstimatedWaitTimeLabel The Estimated Wait Time label text that displays

when a mouse hovers over

ShowIconCaptions If True, Contact Us will display the caption

configured in Caption. If False, it hides the
caption

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contactus.config.js fields Description

MediaTypes The supported media types that display in the

business line or service group

Figure 20: Contact Us contactus.config.js fields

3. Under MediaTypes, configure the MediaTypes fields to correspond to the queues for
your own service groups or business lines.

See the following table for a description of each field.

See the following figure for a labeled diagram of what fields correspond to which elements in
Contact Us.

Table 11: MediaTypes fields

Contact.Config.js fields Function

Enabled Controls whether or not the media type can be

interacted with

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Contact.Config.js fields Function

• If set to True, the media type’s icon and

text are clickable
• If set to False, the icon is greyed out and
cannot be interacted with

OnMouseHoverMessage The text that displays when a mouse hovers

over an icon

CssClass The CSS class used for the media type. By

default, these are:

• Voice: lobMediaTypePhone
• Chat: lobMediaTypeChat
• Email: lobMediaTypeEmail
• Callback: lobMediaTypeCallback
• SMS: lobMediaTypeSms

Caption The caption text. Used in conjunction with

ShowIconCaptions.

ContactDisplayInfo The text displaying the contact information for

the queue, such as email address or phone
number

Icon The type of icon used for this media type.

Supported icon values are:

• Phone
• Chat
• Email
• SMS
• Callback

QueueIdOrNameOrReporting The queue’s GUID

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Contact.Config.js fields Function

This unique identifier enables Contact Us to

identify this Contact Us queue with a queue on
the media server

For instructions on how to obtain a queue's

GUID, see "Obtaining Queue GUIDs".

ClickToContactInfo The queue’s dialable phone number, email

address, chat queue external URL, or SMS
number.

Note:

• Phone numbers and SMS numbers

must be entered with no spaces or
other characters

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Contact.Config.js fields Function

• If you enter the external URL for

CCMWa/chat instead of an external
URL for a queue, then no chat
Estimate Wait Time will display as no
queue has been selected.

Handler The type of media. The Handler can be:

• Call
• Chat
• Email
• SMS
• Callback

Note:

It is not recommended to change or

edit this field, unless you are adding or
removing an entire media type.

SupportedProtocols The protocols your business can support for

the media type contact mechanism. Protocols
can be added for voice queues. The following
protocols are supported:

Voice:

• ‘tel’ – calls the number configured in

ClickToContactInfo using the telephone
application

EwtPrefix It is not recommended to change or edit this

field, unless you are adding or removing an
entire media type.

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Contact.Config.js fields Function

If the media type is voice, email, chat, or SMS,

set EwtPrefix value to "ewt"

If the media type is callback, set the EwtPrefix

value to "ewt_wcb"

OutboundWorkflowId • The GUID for OutboundWorkflow

subroutine.
• Contact Us can now be configured with
a WebCallback subroutine at the queue
level. Obtain the GUID for the subroutine
and update the associated configuration
file for Contact Us. This enables Contact
Us to pass along the correct subroutine
to be used to initiate a callback routing for
the given queue.
• For instructions on how to obtain a
subroutine GUID, see "Obtaining
Subroutine GUIDs".

4. Save and close the text editor.

To add media types to a service group or business line in an instance of contactus.config.js:

1. Open the instance of contactus.config.js in a text editor.

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2. If the media type is email, chat, or SMS, locate the service group or business line’s
section in contactus.config.js and add the following under MediaType:

Enabled: true,

OnMouseHoverMessage: "",

CssClass: "",

Caption: "",

ContactDisplayInfo: "",

Icon: "",

QueueIdOrNameOrReporting: "",

ClickToContactInfo: "",

Handler: ""

EwtPrefix: ""

},

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3. If the media type is callback, locate the service group or business line’s section in the
contactus.config.js and add the following under MediaType:

Enabled: true,

OnMouseHoverMessage: "",

CssClass: "lobMediaTypeCallback",

Caption: "Callback",

ContactDisplayInfo: "Callback",

Icon: "Callback",

QueueIdOrNameOrReporting: "",

ClickToContactInfo: "Callback",

Handler: "Callback",

EwtPrefix: "ewt_wcb",

OutboundWorkflowId: ""

},

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4. If the media type is voice, locate the service group or business line’s section in
contactus.config.js and add the following under MediaType:

Enabled: true,

OnMouseHoverMessage

CssClass: " lobMediaTypePhone ",

Caption: "",

ContactDisplayInfo: "",

Icon: "",

QueueIdOrNameOrReporting: "",

ClickToContactInfo: "",

SupportedProtocols "tel",

Handler: "Call"

EwtPrefix: "ewt"

},

5. Configure the fields.

6. Save and close the editor.

To remove media types from a service group or business line in an instance of contactus.config.js

1. Open the instance of contactus.config.js in a text editor.

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2. To remove a media type, delete that media type’s lines from under MediaTypes,

To delete chat, for example, you would delete the following lines:

Enabled: true,

OnMouseHoverMessage: "Chat with Sports Support",

CssClass: "lobMediaTypeChat",

Caption: "Chat",

ContactDisplayInfo: "",

Icon: "Chat",

QueueIdOrNameOrReporting: "d596e70f-526d-4c94-aa86-faa0e8bdb9db",

ClickToContactInfo: "http://localhost/ccmwa/chat/
d596e70f-526d-4c94-aa86-faa0e8bdb9db",

SupportedProtocols: "",

Handler: "Chat",

EwtPrefix: "ewt"

},

3. Save and close the text editor.

To configure logging and connection options

1. Open the instance of contactus.config.js in a text editor.

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2. After ClientSidelogging, type True if you want to enable a log for Contact Us to be
available in the client’s browser.
3. After ConnectionRetryLimit, set the number of times a desktop device can attempt to
connect to Contact Us.
4. After MobileDeviceConnectionRetryLimit, set the number of times a mobile device
can attempt to connect to Contact Us.
5. After ConnectionRetryIterationCount, set the number of times a device can attempt
to connect before prompting the user that it is unable to connect and that a refresh will
occur.
6. Save and close the text editor.

5.3.3.2.2 Configuring Contact Us style

Optionally, you can alter the style of Contact Us to match your corporate website’s style.
By default, Contact Us uses ContactUs.css, located at <drive>:\Program Files (x86)\Mitel
\MiContact Center\WebSites\Ccmwa\Content. This default stylesheet can be customized and
have multiple copies made of it for use with different instances of Contact Us. If custom instances
of ContactUs.css are being used, JavaScript references to Contact Us require parameters
specifying the .css file’s location. For more information, see "Adding Contact Us to a webpage"
and "Adding Contact Us with the default slider".

If Contact Us is to be integrated within an existing corporate webpage, CSS can be overridden

Contact Us’s stylesheet and use the webpage’s CSS stylesheet instead.

Note:

• It is recommended to only configure colors and fonts. Changing other stylesheet

settings, such as icons, may impact Contact Us functionality.
• Copies of ContactUs.css can be stored in different folders, but must keep the
name ContactUs.css.

To configure Contact Us to use the integrated webpage’s CSS

1. On your Enterprise Server, navigate to <drive>:\Program Files (x86)\Mitel

\MiContact Center\WebSites\Ccmwa\Content.
2. Create a copy of ContactUs.css and add it to a folder within your website.
3. Update ContactUs.css to match your site’s style.

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4. Add a reference to the copy of ContactUs.css in your JavaScript call to

MiccContactUs.js or MiccSideSlider.js.

For information, see "Adding Contact Us to a webpage" and "Adding Contact Us with the
default slider".

5.3.3.2.3 Configuring the email form with Exchange

The email form automatically uses the email media server’s mail server configured in YourSite
Explorer to submit emails to queues. To ensure Exchange uses the customer-entered email
address in the form for responses and not the email mail server or queue email address, you
must disable Outgoing SMTP Authentication in YourSite Explorer and configure authentication on
the Exchange server.

For instructions on the specific Exchange configuration, see the following Mitel Knowledge Base
article: https://mitel.custhelp.com/app/answers/answer_view/a_id/1001226/loc/en_US.

Note:
For Office365 user accounts created in October 2020 and later, Basic Authentication
is disabled by default. Currently, MiContact Center Business supports only
Basic Authentication. Therefore, if Office365 is used as an email server, Basic
Authentication must be manually enabled.

To disable Outgoing SMTP Authentication

1. Click Multimedia > Mail server.

2. Select the Exchange mail server and click the Outgoing tab.
3. Under Outgoing Logon Information, clear SMTP Authentication Required.
4. Click Save.

5.3.3.2.4 Hosting Contact Us files on your corporate

web server
By default, Contact Us uses files hosted on the Enterprise Server. If you are using multiple
contactus.config.js files for different business lines, you will need to host them externally on your
corporate web server.

You can store Contact Us JavaScript and CSS files on your corporate web server within the
corporate website’s directory. Files stored within your website’s directory on your corporate web
server can be located anywhere within the directory at your discretion. If you store Contact Us

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files on your corporate web server, you must manually update your files with any new fields and
settings after every upgrade.

To enabled externally hosted Contact Us files

1. Navigate to <drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites

\CCMWa.
2. Open Web.config in an editor.
3. Locate UseCcmwaHostedContactUsClientConfig and set it to false.
4. Save and close the editor.

5.3.3.2.5 Adding Contact Us to your corporate

website
Contact Us can be offered from your corporate website through a number of different methods.

Multimedia Contact Center includes a preconfigured JavaScript file that renders Contact Us in
the specified container on a webpage. This can be used to render Contact Us as a standalone
webpage, embed Contact Us within a page, or render Contact Us in a pop-up or slider. For more
information, see "Adding Contact Us to a webpage".

For integrations with existing webpages, Multimedia Contact Center includes a preconfigured
JavaScript slider containing Contact Us that can be added to your webpages. For more
information, see "Adding Contact Us with the default slider".

For either resource, you must decide whether you want to host Contact Us’s JavaScript files
and CSS files on your corporate web server within the corporate website’s directory or store the
files within CCMWa on the Enterprise Server. Files stored within your website’s directory on your
corporate web server can be located anywhere within the directory at your discretion.

Note:

Optionally, you can store Contact Us JavaScript and CSS files on your corporate web server
within the corporate website’s directory. Files stored within your website’s directory on your
corporate web server can be located anywhere within the directory at your discretion. If you
store Contact Us files on your corporate web server, you must manually add new fields to the
files after every upgrade.

Ensure that you specify the locations in the script reference parameters discussed in "Adding
Contact Us to a webpage" and "Adding Contact Us with the default slider".

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Adding Contact Us to a webpage

Contact Us can be offered using a script reference. Multimedia Contact Center includes a
JavaScript file, MiccContactUs.js, to render Contact Us within an optional target on a webpage.
If you want to render Contact Us as a stand-alone webpage, create an empty HTML file and add
a reference to this script. For an example of this implementation, see contact.basic.stacked.html
or contact.basic.horizontal.html in <drive>:\Program Files (x86)\Mitel\MiContact Center\Support
\BasicSamples.

By default, this script uses the default contactus.config.js and ContactUs.css. To use different
business lines’ contactus.config.js files or CSS files with MiccContactUs.js, different parameters
can be added to the script reference. The following is an example of a MiccContactUs script with
all parameters applied to the script reference.

<script

src="ccmwa/scripts/micccontactus.js?
embedded=false&target=contactus&vmode=false&csspath=assets/css/&jspath=assets/js/
&config= contactus.config "></script>

The following table describes the different parameters

Table 12: MiccContactUs.js parameters

Parameter Name Parameter

Default Value Parameter Description
Value

embedded True or False Controls whether or not Contact

False Us will embed itself in the
container specified with the target
parameter.

If set to True, Contact Us will be

embedded in the target.

If set to False, Contact Us

renders within the body of the
page in the upper-left corner.

target The ID none Sets the target in which Contact

attribute Us renders.
of the
target

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Parameter Name Parameter

Default Value Parameter Description
Value

If the target is not present or

empty, the Contact Us will render
as the last item on the page.

vmode True or True Controls whether or not Contact

False Us renders in the standard
display or the horizontal display.

If set to True, Contact Us renders

in the default display.

If set to False, Contact Us

renders in the horizontal display.

Note:

vmode overrides
the value set in
UseVerticalBusinessLinesFirst
in contactus.config.js.

csspath File path <drive>:\Program Path to ContactUs.css. If left

Files (x86)\Mitel blank or excluded, the default
\MiContact Center ContactUs.css in <drive>:
\WebSites\Ccmwa \Program Files (x86)\Mitel
\Content\ \MiContact Center\WebSites
\Ccmwa\Content is used.

jspath Folder <drive>:\Program Path to folder containing

path Files (x86)\Mitel contactus.config.js. If left blank or
\MiContact Center excluded, the default folder will
\WebSites\Ccmwa be used.
\Scripts\

config File path contactus.config.js Path to the contactus.config.js file

to be used with Contact Us.

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Parameter Name Parameter

Default Value Parameter Description
Value

If left blank, the default

contactus.config.js file in the
folder specified in jspath will be
used.

There are various other integration options based on a combination of the parameters used and
what kind of container is targeted. For more information, see the basic samples website located
in <drive>:\Program Files (x86)\Mitel\MiContact Center\Support\BasicSamples. The following
procedure details how to configure Contact Us as a standalone webpage. It assumes that you
have:

• Added your business lines and queues to a copy of contactus.config.js

• Optionally updated the style in ContactUs.css
• Placed your JavaScript and CSS files in the desired location on either the Enterprise
Server or corporate web server.

To configure Contact Us as a stand-alone webpage

1. Open the webpage in which you want to render standalone Contact Us with an editor.
2. Add the following script reference to the Body:

<script src="ccmwa/scripts/micccontactus.js"></script>
3. If you are using JavaScript and CSS files other than the defaults, update the script
reference with parameters indicating the file locations.

For information on MiccContactUs.js parameters, see the above table.

4. Save and close the text editor.

Adding Contact Us with the default slider

Contact Us can be added to your corporate webpages as a slider using MiCCSideSlider.js.

By default, MiccSideSlider.js renders Contact Us as a slider on the right-hand side of your
webpage, centered in the viewable area. The default MiccSideSlider can be added to your
existing corporate webpage by adding the following script within the body of your webpage.

<script src="ccmwa/scripts/miccsideslider.js"></script>

By default, MiccSideSlider.js uses the default contactus.config.js located at <drive>:\Program

Files (x86)\Mitel\MiContact Center\WebSites\Ccmwa\Scripts and the default ContactUs.css
located at <drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites\Ccmwa\Content.

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To use different business lines’ contactus.config.js files or CSS files with MiccSideSlider, different
parameters can be added to the script reference. The following is an example of a MiccSideSlider
with all parameters applied to the script reference as guidance for formatting:

<script src="ccmwa/scripts/miccsideslider.js?
embedded=false&target=contactslider&vmode=false&csspath=assets/css/&imgpath=images/
&imgmod=_wt&jspath=assets/js/&config=contactus.config&promptafter=30000"></script>

The following table describes the different parameters.

Table 13: MiCCSideSlider JavaScript options

Parameter Name Parameter Default Parameter Description

Value Value

embedded True or True Controls whether or not the slider

False will embed itself in the document
in the default right-side, vertically-
centered position.

If set to True, Contact Us will be

embedded in the default location.

If set to False, Contact Us will

be embedded in the location
specified in the target parameter.

target The ID contactslider Sets the target in which Contact

attribute of Us renders. By default, this value
the target is contactslider.

If the target is not present or

empty, the slider is created in the
center of the viewable area.

vmode True or True Controls whether or not Contact

False Us renders in the standard
display or the horizontal display.

If set to True, Contact Us renders

in the standard display.

If set to False, Contact Us

renders in the horizontal display.

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Parameter Name Parameter Default Parameter Description

Value Value

Note:

vmode overrides
the setting of
UseVerticalBusinessLinesFirst
in contactus.config.js

csspath File path <drive>: Path to ContactUs.css. If left

\Program Files blank or excluded, the default
(x86)\Mitel ContactUs.css in <drive>:
\MiContact \Program Files (x86)\Mitel
Center \MiContact Center\WebSites
\WebSites \Ccmwa\Content is used.
\Ccmwa
\Content\

imgpath Folder path <drive>: Path to where slider button

\Program Files images are stored on your
(x86)\Mitel corporate web server.
\MiContact
Center If left blank or excluded, the
\WebSites default images on the Enterprise
\Ccmwa from <drive>:\Program Files
\Content (x86)\Mitel\MiContact Center
\images \WebSites\Ccmwa\Content
\images\ will be used.

For more information on custom

images, see "Adding custom
images".

imgmod suffix Blank Text to append to the end of the

standard image name used for
the slider in/out images so you
can implement custom versions.
Images must be .png files. For
more information on custom

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Parameter Name Parameter Default Parameter Description

Value Value

images, see "Adding custom

images".

jspath File path <drive>: Path to folder containing

\Program Files contactus.config.js. If left blank or
(x86)\Mitel excluded, the default folder will
\MiContact be used.
Center
\WebSites
\Ccmwa
\Scripts\

config File path <drive>: The file path to the

\Program Files contactus.config.js file to be used
(x86)\Mitel with Contact Us.
\MiContact
Center If left blank, the default
\WebSites contactus.config.js file in the
\Ccmwa folder specified in jspath will be
\Scripts used.
\contactus.config.js

promptafter Number in 0 The amount of time before the

milliseconds slider automatically slides out.

If set to 0 or omitted, the slider

will not automatically slide out.

The following procedure assumes you have already added your business lines and queues to
a copy of contactus.config.js, optionally updated the style in ContactUs.css, and placed your
JavaScript and CSS files in the desired location.

To add the slider to an existing webpage

1. Open the webpage you are adding the slider to in an HTML editor.
2. Add the following script reference in the body of the webpage:

<script src="ccmwa/scripts/miccsideslider.js"></script>

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3. If you are using JavaScript and CSS files other than the default, update the script
references with parameters indicating the file locations.

For information on MiccContactUs.js parameters, see the above table.

4. Save and close the HTML editor.

Adding custom images

MiccSideSlider can use custom images, either through replacing the default images on the
Enterprise Server or by using parameters on the JavaScript call to MiccSideSlider.js to instruct us
different images. The following images can be customize with MiccSideSlider.js:

• Contact_Us_Slider_Expand.png
• Contact_Us_Slider_Minimize.png

Custom images must have the same name as the original images or else have the same name
with the imgmod suffix applied. Custom images must be stored in the same folder.

5.3.3.2.6 Obtaining Queue GUIDs

Each queue in your contact center has a unique identifier that Contact Us requires to connect the
functions of queue icons with the individual queues they represent.

To obtain a queue GUID

1. In YourSite Explorer, click Multimedia > Queues.

2. Select a queue.
3. In the ribbon, click Queue Tools.
4. Click Copy queue ID.

The queue GUID is copied to your clipboard.

Obtaining Subroutine GUIDs

Contact Us can now be configured with a WebCallback subroutine at the queue level. Obtain
the GUID for the subroutine and update the associated configuration file for Contact Us. This
identifier enables Contact Us to pass along the correct subroutine to be used to initiate a callback
routing for the given queue.

To obtain web callback subroutine information from SQL

1. Open SQL Server Management Studio or any other SQL management program.
2. Query the following select statement:

select Pkey, Name from tblConfig_VWM_Subroutine.

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3. Find the value of Pkey, to obtain the Subroutine GUID.

5.3.4 Troubleshooting Multimedia Contact Center web

features
When troubleshooting Multimedia Contact Center web features, the following method is
recommended for verifying if issues are with the Multimedia Contact Center deployment or with
the deployment of SSL, reverse proxies, or firewalls.

To troubleshoot Multimedia Contact Center web features

1. Test Chat and/or Contact Us locally on the Enterprise Server with no reverse proxy,
SSL, or firewall.
2. If your deployment uses SSL, add SSL and test Chat and/or Contact Us on the
Enterprise Server with no reverse proxy or firewall.
3. Add your reverse proxy and test Chat and/or Contact Us externally.
4. Add your firewall and test Chat and/or Contact Us externally.

5.4 Multimedia routing using visual workflows

Multimedia Contact Center enables routing using a visual workflow designer. Administrators can
configure Inbound, Inqueue, and Response workflows by dragging and dropping activities onto a
Workflow Canvas.

Workflows enable flexible routing of email, chat, SMS, and open media interactions to the queues
and agents best suited to handle them. For examples of how Inbound, Inqueue, and Response
workflows create the routing rules for email, chat, SMS, and open media interactions, see
"Multimedia Contact Center default workflows". For information on configuring the activities that
comprise workflows, see "Activity list".

5.4.1 Workflow types

The following workflow types are available in Multimedia Contact Center.

Inbound workflows – Determine the first paths interactions follow to reach destinations in
an organization. Inbound workflows can search the properties of incoming interactions and
determine the destinations to which these interactions should be directed, for example a sales
team or a support team. Inbound workflows also support other actions such as sending response
messages, running executable scripts, and performing database queries.

Inqueue workflows – Determine the conditions for routing interactions in queue to agents.
Examples include when to overflow interactions to different queues, when to requeue an
interaction, when to interflow interactions to different agent groups, and when to transfer

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interactions to available agents. Inqueue workflows are executed once interactions have been
delivered from the Inbound workflow to their queue destinations.

Inqueue workflows support push, pick, and mixed routing models.

• In push models, the system offers interactions waiting in queue to available agents
• In pick models, agents select their interactions from queues
• In mixed models, agents select their interactions from queues, but interactions waiting
in queue past a specified time are offered to available agents

Response workflows – Enable post-contact options and activities. Performed by queues after
an interaction has been handled, Response workflows enable the automation of processes such
as removing fields from the system or writing data to an external source, inserting information
about the handled interaction into the database, or emailing a transcript from a chat session.

5.4.2 Workflow layouts in Multimedia Contact Center

Administrators can easily view and navigate workflows and workflow layouts in Multimedia
Contact Center using the following features, as described in this section:

• A customizable workspace
• The Outline pane
• The Search field
• Focusing and breadcrumbs
• The Overview window and Pan function
• The Zoom feature
• The Expand All, Collapse All, and Restore buttons

The following takes place in Multimedia > Workflows.

5.4.2.1 Customizing the multimedia workspace

New workflows open as separate tabs in Multimedia Contact Center, freeing up visual space and
showcasing individual workflows on-screen. Administrators can open an existing workflow in a
dedicated tab by double-clicking the workflow, by right-clicking the workflow and selecting 'Open',
or by selecting the workflow and clicking 'Edit'. This maximizes the space devoted to viewing
workflows.

Toolbar, Properties, and Outline panes can be minimized, expanded, or pinned to the workspace.
This enables administrators to choose how much of the screen is comprised of the workflow
versus configuration panes. These enhancements enable administrators to customize their
workspaces and manage screen space to better facilitate their work.

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5.4.2.2 Viewing workflows at a glance: The Outline

pane
The Outline pane displays workflows in a binary search tree format. Administrators can
selectively view the workflow and the parent-child relationships of activities and conditions by
expanding or minimizing individual items in the tree. By providing an overview of the workflow in
a compact space, the Outline pane enables administrators to efficiently view complex workflows
and the relationships between activities.

Administrators can configure activities or branches directly from the Outline pane by selecting
the activity in the tree and clicking the Properties pane and by right-clicking the activity in the
search tree. Right-clicking also highlights the activity in the workflow, providing a clear means of
referencing a specific activity being configured. If, for example, the workflow has several similar
activities, highlighting minimizes errors by helping administrators confirm they are configuring the
correct activity.

5.4.2.3 Locating workflow items: The Search field

Administrators can locate specific activities and branches in workflows using the Outline pane’s
Search field. The Search field returns results based on workflow items’ names and system
names.

Searches can be performed based on complete or partial search terms. For example, searching
‘sched’ will return results for all workflow items containing ‘Schedule’ in the name or system
name.

After locating an item in the Search field, administrators can edit the item either by right-clicking it
or by toggling to the Properties pane.

To locate workflow items using the Search field

1. Click Multimedia > Workflows.

2. Select a workflow and click Outline.
3. In Search Outline, type the search term and click the Search icon.

5.4.2.4 Viewing specific portions of a workflow:

Focusing and the Breadcrumb view
Administrators can devote the entire Canvas to viewing specific portions of a workflow by double-
clicking activities or branches on the Canvas. This feature enables focusing on precise elements
of complicated workflows and minimizes the need to use subroutines solely to conserve viewing
space.

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When focusing on an activity or branch, the Workflow Canvas opens in a Breadcrumb view.
Breadcrumbs at the top of the Canvas indicate the portion of the workflow being viewed and
the parent elements of those portions. After focusing on a specific portion of the workflow, the
view of the workflow can be incrementally expanded by tracing back through parent relationships
using breadcrumbs. Administrators can also right-click an activity and select ‘Go To Parent’.
The Breadcrumb view provides an ordered way of redirecting focus in the workflow from precise
elements to the bigger picture.

Note that when working in the Breadcrumb view, only the items in focus can be configured. In
order to configure other items in the workflow, select the breadcrumb that brings the item into
focus. (See the following figure.)

Figure 21: Focusing and the Breadcrumb view

5.4.2.5 Navigating the Workflow Canvas: The

MiniMap window and the Pan mode
The MiniMap window and the Pan mode enable administrators to navigate to sections of a
workflow without manipulating the horizontal and vertical scroll bars. The MiniMap window
displays the workflow in a pop-out that can be used to navigate the Workflow Canvas.

To navigate the Workflow Canvas using the MiniMap window

1. Click Multimedia > Workflows, and select a workflow.

2. Click the MiniMap button, located to the right of the plus sign at the bottom of the
window.
3. Click and drag the highlighted section over the workflow, as it appears in the MiniMap
window.
4. To exit out of the MiniMap window, click the MiniMap button.

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The Pan mode enables administrators to ‘grab’ the Workflow Canvas and, using the mouse,
choose what portion of the workflow is centered on the Canvas without worrying about dragging
activities around the workflow in the process.

To navigate the Workflow Canvas using the Pan mode

1. Click Multimedia > Workflows, and select a workflow.

2. Click the Toggle Pan Mode button, located to the left of the ‘100%’ at the bottom of
the window.

The cursor displays as a hand icon.

3. Click anywhere on the Workflow Canvas to ‘grab’, and move the mouse to re-center
the workflow.
4. To exit out of Pan, click the Toggle Pan Mode button.

5.4.2.6 Resizing workflows: The Zoom feature

You can adjust how large or small a workflow appears in the Workflow Canvas by manipulating
the slider bar at the bottom of the Canvas or by pressing the plus and minus signs alongside
the bar. Using this feature, administrators can zoom in to focus on precise elements of the
workflow or zoom out to get a bird’s eye view. Expressed as a percentage, the zoom feature also
determines the expanse of the highlighted section of the Overview window. For more information,
see "Navigating the Workflow Canvas: The MiniMap window and the Pan mode".

5.4.2.7 Manipulating all activities in a workflow: The

Expand All, Collapse All, and Restore buttons
Administrators can expand or collapse every activity and its corresponding branches in a single
operation by clicking the Expand All or Collapse All buttons. Clicking the Restore button returns
the workflow to the condition it was in before the activities were expanded or collapsed, enabling
administrators to resume their work efficiently.

5.4.3 Designing and managing workflows: Common

procedures
Several procedures for designing and managing workflows are common across workflow types.
For example, common procedures include creating workflows, naming workflows, deleting
workflows, and importing and exporting workflows. See the following sections for common
workflow procedures in Multimedia Contact Center.

We recommend that administrators perform actions for designing workflows from the

• Inbound Routing and Response Routing tabs on the Media servers page, for Inbound
and Response workflows

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• Routing tab on the Queues page, for Inqueue workflows

We recommend that administrators perform actions for managing workflows from the Workflows
page, located by selecting Multimedia > Workflows.

5.4.3.1 Creating workflows in Multimedia Contact

Center
We recommend administrators modify the default workflows that ship with Multimedia Contact
Center. However, in some instances, administrators may be required to create new workflows.

Note:

When creating Inbound email workflows, ensure they contain either a Transfer, a Junk Email,
or a No Reply Email activity. If they do not, email contacts will remain in system storage,
using system memory and causing performance issues.

To create a workflow in Multimedia Contact Center

1. Click Multimedia > Workflows > Add.

2. Select the media and workflow type.

For example, ‘Email > Inbound’.

3. In the Properties pane, provide a Name and a System Name for the workflow. The
Name and System Name must be unique.
4. Click Save.

5.4.3.2 Copying workflows

Administrators can reuse workflows as templates by copying and pasting them in Multimedia
Contact Center. A copied workflow retains all activities and branching conditions of the original
workflow, but is not assigned to a media server. Administrators can assign workflows to media
servers and queues in the Workflows page. See "Associating workflows to queues" and
"Associating workflows to media servers".

To copy a workflow

1. Click Multimedia > Workflows.

2. Right-click the workflow and select Copy.

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3. Right-click anywhere in the workflow list and select Paste.

4. Click Save.

5.4.3.3 Deleting workflows

Deleting workflows removes the workflow and all its activity configurations from Multimedia
Contact Center. Deleting live Inbound workflows stops interactions from routing to queues, and
deleting live Inqueue workflows stops interactions from reaching agents.

To delete a workflow

1. Click Multimedia > Workflows.

2. Select the workflow and click Delete.
3. When prompted, click OK.

5.4.3.4 Importing and exporting workflows

Administrators can import workflows to Multimedia Contact Center from a machine or network.
After importing a workflow, administrators must configure its activities with information specific to
the contact center and assign the workflow to a media server.

Administrators can export workflows from Multimedia Contact Center to save on a machine or
network. Exported and saved workflows can be imported. Administrators should assess any
validation errors, to ensure the workflow is fully configured. See "Validating workflows" for more
information.

To import a workflow

1. Click Multimedia > Workflows.

2. Click the Import button, browse to the workflow .xaml file, and click Open.
3. Click Save.

To export a workflow

1. Click Multimedia> Workflows.

2. Click the Export button, browse to the workflow .xaml file and select it.
3. Browse to the location to which the workflow will be saved and click Save.

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5.4.3.5 Naming workflows

For administrative and reporting purposes, you must give workflows unique names and system
names. A system name is used by Multimedia Contact Center to identify the workflow. A name
labels the workflow for the user to see.

To name a workflow associated to a media server

1. Click Multimedia > Media servers.

2. Select the Media server and select either Inbound Routing or Response Routing.
3. In the Properties pane, provide a Name and System Name for the workflow. The
Name and System Name must be unique.
4. Click Save.

To name a workflow associated to a queue

1. Click Multimedia > Queues.

2. Select the queue and select Routing.
3. In the Properties pane, provide a Name and System Name for the workflow. The
Name and System Name must be unique.
4. Click Save.

To name a workflow not associated to a media server or queue

1. Click Multimedia > Workflows and select the workflow.

2. Click Properties and type a Name for the workflow. The Name must be unique.
3. Type a System Name for the workflow. The System Name must be unique.
4. Click Save.

5.4.3.6 Validating workflows

Multimedia Contact Center validates workflows to ensure they do not contain programming
or configuration errors before going live. To execute a workflow, workflow validation must
be enabled. Workflow validation is also required to successfully offer email, chat, SMS, and
open media interactions to agents. By default, workflow validation is not enabled. This allows
administrators to configure and save workflows in progress.

If validation is enabled, workflows with errors cannot be saved until the errors are corrected. If
validation is not enabled, workflow with errors can be saved.

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Red exclamation marks on activities indicate configuration errors to be corrected. Yellow

exclamation marks on activities indicate warnings. Clicking the ‘Validation’ button opens a pane
explaining the workflow’s errors and warnings.

The pane lists the number of errors and warnings, the activity to which the error or warning
is associated, and what is required to fix the problem. Double-clicking the error and warning
information in the Validation pane brings the specific activity into focus, for ease of identification.
For more information on focusing, see "Viewing specific portions of a workflow: Focusing and the
Breadcrumb view".

To validate a workflow

1. Select Multimedia > Workflows.

2. Select the workflow and, in the Properties pane, select the Validate workflow check
box.
3. Click Save.

5.4.3.7 Saving and copying workflows as images

Administrators can save workflows as images in JPG, PNG, GIF, and XPS formats. Workflow
images can also be copied onto the clipboard, to be pasted into other programs. Saving or
copying workflows enables administrators to easily reference, share, and print workflow designs.

To save workflows as images

1. Right-click on the active portion of the Workflows Canvas and select Save as
Image….
2. Select the desired image type for the workflow.
3. Navigate to the location to which the image will be saved, and click Save.

To copy workflows as images

• Right-click on the active portion of the Workflows Canvas and select Copy as Image.

The workflow can be pasted into another program.

5.4.3.8 Associating workflows to media servers

Inbound and Response workflows must be associated to a media server of an appropriate type in
order to go live in the system.

We recommend building inbound and response workflows from the Inbound Routing and
Response Routing tabs on the Media servers page. This automatically associates the workflow to
the server. However, workflows built from the Workflows page can be associated to the server as
follows.

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Note:

Workflows execute once validation is enabled and any programming and configuration errors
are corrected. For more information, see "Validating workflows".

To associate a workflow to a media server

1. Click Multimedia > Workflows, and select the Inbound or Response workflow.
2. Click Media Server Membership.
3. Under Available members, select the media server and click >.
4. Click Save.

5.4.3.9 Associating workflows to queues

Inqueue workflows must be associated to at least one queue in order to go live in the system.
We recommend associating a single Inqueue workflow to a single queue. This avoids the
potential confusion of having changes to an Inqueue workflow reflected in multiple queues. If you
associate an Inqueue workflow to a queue that already has an Inqueue workflow associated to it,
the newly associated Inqueue workflow replaces the existing Inqueue workflow.

We also recommend modifying an Inqueue workflow from the Routing tab of a selected queue.
This automatically associates the workflow to the queue. Workflows built from the Workflows
page can be associated to queues as follows.

Note:

Workflows execute once validation is enabled and any programming and configuration errors
are corrected. For more information, see "Validating workflows".

To associate a workflow to one or more queues

1. Select Multimedia > Workflows, and select the Inqueue workflow.

2. Click Queue Membership.

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3. Under Available members, select the queues to which the workflow is associated and
click >.

To associate all queues to the workflow, click '>>'.

4. Click Save.

5.4.4 Building subroutines

Subroutines represent a sequence of routing conditions in a workflow. Using subroutines,
administrators can efficiently apply a set of activities multiple times within a single workflow and
across workflows of the same media and workflow type. For example, an administrator can
implement an Email Inqueue subroutine in multiple Email Inqueue workflows.

To build subroutines, administrators drag and drop activities on a Canvas and configure them
with routing conditions. Activity availability varies by media type. For more information on
activities in multimedia routing, see "Building visual workflows in Multimedia Contact Center:
Activities".

The following procedures explain how to

• Implement subroutines in workflows

• Edit and delete subroutines
• Import and export subroutines

Note:

Variables in Response workflows/subroutines are based on the agent’s reply, not the
customer’s original interaction. For example, in Inbound and Inqueue workflows/subroutines
the <<From>> variable populates with the customer’s sending address. The <<To>> variable
populates with the queue’s address.

5.4.4.1 Implementing subroutines in workflows

Subroutines are implemented in workflows via Subroutine activities. Administrators can
implement a single subroutine at multiple points in a workflow and across multiple workflows.
However, subroutines must be of the same workflow and media type. For example, an
administrator can only implement an Inbound Email subroutine in an Inbound Email workflow.

Administrators must first add a Subroutine activity to a workflow. A subroutine of the appropriate
media type can then be assigned to the activity. When the workflow reaches the Subroutine
activity, the subroutine executes. For more information, see "Executing subroutines with the
Subroutine activity".

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5.4.4.2 Editing and deleting subroutines

Administrators should note the following:

• Edits to subroutines implemented in workflows are applied to each subroutine instance

in each workflow.
• Subroutines implemented in workflows cannot be deleted. To delete subroutines,
administrators must first remove the subroutine from all workflows using it.

To edit a subroutine

1. Click Multimedia > Subroutines.

2. Select the subroutine, and click Edit.
3. Make any changes to the subroutine and click Save.

To delete a subroutine

1. Click Multimedia > Subroutines.

2. Select the subroutine, and click Delete.
3. When prompted, click OK.

5.4.4.3 Importing and exporting subroutines

Administrators can import subroutines to Multimedia Contact Center from a machine or network.
After importing a subroutine, administrators must configure its activities with information specific
to the contact center. Imported subroutines display on the Multimedia tab’s Subroutines page.

Administrators can export subroutines from Multimedia Contact Center to save on a machine or
network. Exported and saved subroutines can be imported.

To import a subroutine

1. Click Multimedia > Subroutines.

2. Click the Import button, browse to the subroutine .xaml file, and click Open.
3. Click Save.

To export a subroutine

1. Click Multimedia > Subroutines.

2. Click the Export button, browse to the subroutine .xaml file and select it.
3. Browse to the location to which the subroutine will be saved and click Save.

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5.4.4.4 Viewing subroutines by type

Administrators can view subroutines selectively by type, by applying filters to the Subroutines
page. For more information, see "Viewing devices by category or type".

5.4.5 Configuring data providers

You can create a connection to a data provider located on a local or an external server to access
information about incoming callers. For example, the data providers query can be configured to
retrieve customer information based on variables.

Multimedia Contact Center can add the following as data providers to query for data:

• Microsoft Excel worksheets

• Microsoft SQL servers
• Lightweight Directory Access Protocol (LDAP)

Multimedia Contact Center also supports the following platforms as generic data providers to
query for data:

• SAP
• Salesforce
• Microsoft Dynamics CRM
• Sugar CRM
• NetSuite

Multimedia Contact Center can also import ODBC connections configured using the Windows
ODBC;Data Source Administrator. Multimedia Contact Center supports the following reference
platforms for ODBC connections:

• IBM DB2
• Oracle Database
• MySQL
• Microsoft Access
• PostgreSQL

5.4.5.1 Adding a Microsoft Excel worksheet as a

data provider
Administrators can add Microsoft Excel worksheets as data providers the system can query.

To add a Microsoft Excel worksheet as a data provider

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1. In the left pane, click IVR Routing > Data providers.

2. Click Add and select Excel from the drop-down list.

A new data provider is added to the data provider list.

3. Type a Name for the data provider.
4. After Workbook, click Select File and browse to the Excel worksheet you want to use
as a data provider.

Note:

The Excel worksheet must be shared as a workbook and located on a UNC (Universal
Naming Convention) path, also known as a shared network path. The syntax for a UNC
path is \\ComputerName\SharedFolder\Resource. An example of the syntax format is \
\IVRMACHINE\IVRDIRECTORY\WORKSHEET.xls. Locating the worksheet on a UNC
enables IVR Routing to access the data provider remotely.

5. Click Open.
6. Click Test Connection.
7. Click Save.

5.4.5.2 Adding a Microsoft SQL Server as a data

provider
Administrators can add Microsoft SQL Servers as data providers the system can query.

To add a Microsoft SQL Server as a data provider

1. In the left pane, click Multimedia > Data providers.

2. Click Add and select Microsoft SQL Server from the drop-down list.
3. After Name, type a name for the data provider.
4. After Server Name, enter the server name.
5. Under Log on credentials, select Windows Authentication or SQL Server
Authentication.
6. If you select SQL Server Authentication, enter a Username and Password.
7. Click Test Connection.
8. After Database Name, select a database name from the drop-down list.
9. Click Save.

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5.4.5.3 Adding a LDAP as a data provider

Administrators can add LDAP as a data provider the system can query.

To add a LDAP as a data provider

1. In the left pane, click Multimedia > Data providers.

2. Click Add and select LDAP from the drop-down list.

A new data provider is added to the data provider list.

3. After Name, type a name for the data provider.
4. After Domain, type the domain of the LDAP.
5. After Username, enter the username for the LDAP.
6. After Password, enter the password for the LDAP.
7. Click Test Connection.
8. On the ribbon, click Save.

5.4.5.4 Adding a generic data provider

Salesforce, Microsoft Dynamics CRM, SAP, Sugar CRM, and NetSuite can be added as generic
data providers in YourSite Explorer. Generic data providers have certain limitations on the SQL
language for queries. Consult the following KB articles for the SQL language supported for these
data providers: https://mitel.custhelp.com/app/answers/answer_view/a_id/1013095/loc/en_US.

To add a generic data provider

1. Click Multimedia > Data providers.

2. Click Add and select Generic from the drop-down list.
3. Type a Name for the data provider.
4. After Type, select a data provider.
5. Type the User Name of the data provider.
6. Type the Password for the data provider
7. After Other Settings, enter the data provider-specific information.

• SAP: Enter the client number, the system number, and the connection type,
separating the values by semi-colons. For example: 250;25;SOAP
• Salesforce: Enter your Salesforce security token.

Contact your Salesforce administrator to obtain the Salesforce security token.

• Dynamics CRM: Enter the CRM version. For example, CRM Online Office 365.
• Sugar CRM: Enter your Sugar CRM credentials.
• NetSuite: Enter your NetSuite credentials.

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8. Enter the connection’s Url.

9. To test the connection, click Test Connection.
10. Click Save

5.4.5.5 Adding an ODBC as a data provider

ODBC connections can be added as a data provider through the Windows ODBC Data Source
Administrator. After adding an ODBC using ODBC Data Source Administrator, the ODBC will
automatically appear in data source providers and will be made available for the Query activity.

You cannot edit an ODBC data provider in Multimedia Contact Center.

Note:

When adding an ODBC connection for Multimedia Contact Center, you must use the 32-bit
Windows Server tool. For more information, see the following Mitel Knowledge Base article:
https://mitel.custhelp.com/app/answers/answer_view/a_id/1001249/loc/en_US.

5.4.5.6 Deleting data providers

Note:

Multimedia Contact Center is unable to delete ODBC data providers from the data providers
list.

To delete a data provider

1. Select the data providers you want to delete from the data providers list.
2. Click Delete.
3. When prompted, click OK.

5.4.6 Working with variables in Multimedia Contact Center

Variables populate subroutines and incoming workflows with data related to inbound interactions.
Administrators can use variables to flag incoming interactions, store information for later use,

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collect customer data, perform database queries, and build simple or complex conditions to route
interactions.

Multimedia Contact Center ships with System variables relevant to all media types and variables
specific to media types. To view these variables and see a description of each, open YourSite
Explorer and go to Multimedia > Variables.

Administrators can

• Create custom variables

• Edit and delete variables
• View variables by category

Note:

Variables in Response workflows/subroutines are based on the agent’s reply, not the
customer’s original interaction. For example, in Inbound and Inqueue workflows/subroutines
the <<From>> variable populates with the customer’s sending address. The <<To>> variable
populates with the queue’s address.

5.4.6.1 Creating Custom Variables

Administrators can create new, customized variables for use in workflows and subroutines.

To create a custom variable

1. Click Multimedia > VariablesAdd.

2. Type a Name for the variable.

Note:

• Variable names must be unique and cannot contain spaces.

• A variable's name cannot be changed after you save.

3. Type a Description explaining the variable’s function.

4. Select a Variable Type from the drop-down list.

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Note:

The Variable Type cannot be changed once saved.

5. If Mask Type is available to this type of variable, select the variable’s mask from the
dropdown list.

• NoMask– The variable will not be masked within Multimedia Contact Center and
associated screen pops, databases, etc.
• FullMask– The entire variable will be masked within Multimedia Contact Center and
associated screen pops, databases, etc.
• MaskAllExceptLastX– The variable will be masked except for the specified
number of final characters
• MaskAllExceptFirstX– The variable will be masked except for the specified
number of first characters
6. If you selected MaskAllExceptLastX or MaskAllExceptFirstX, specify the number of
characters to be left unmasked.
7. To enable this variable to display in a toaster notification or screen pop select the
Send to agent desktop check box.
8. To enable this variable to display in a web Ignite toaster notification select the Show
on agent toaster check box.

Note:

The Show on agent toaster check box is disabled if the Send to agent desktop check
box is not selected.

9. After Display Name, type the name this variable has when it appears in a toaster
notification or screen pop.
10. If you selected Dollars, Euros, or Pounds as the variable type, after Currency Format,
select the format from the drop-down list.
11. If you selected Date Time as the variable type, after Date Format, select the date
format from the drop-down list. After Time Format, select the time format from the
drop-down list.
12. Click Save.

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5.4.6.2 Editing and deleting variables

Administrators should note the following limitations:

• ‘Variable Type’ cannot be edited for previously saved variables.

• System variables cannot be deleted.

To edit a variable

1. Click Multimedia > Variables.

2. Select the variable, and click Edit.
3. Edit the variable and click Save.

To delete a variable

1. Click Multimedia > Variables.

2. Select the variable, and click Delete.
3. When prompted, click OK.

5.4.6.3 Viewing variables by category

Administrators can view variables selectively by category, including System, Custom, and media
type, by applying filters to the Variables page. For more information, see "Viewing devices by
category or type".

5.4.7 Building visual workflows in Multimedia Contact

Center: Activities
Multimedia Contact Center’s activities are used to build workflows and configure routing
conditions for interactions. For example, activities can send automatic responses to incoming
interactions, transfer interactions to queues, and offer interactions to the agents best suited to
answer them. The following sections describe the activities in Multimedia Contact Center and
how to configure them.

Note that activity availability varies by media and workflow type. For example, administrators can
use the Ask activity in a Chat workflow but not in an Email workflow. The Offer to Agent Group
activity can be used in an Inqueue workflow but not in an Inbound workflow.

Multimedia Contact Center ships with default workflows. We recommend administrators create
workflows by duplicating and modifying reconfiguring, adding, and deleting activities in the default
workflows to suit the contact center’s needs. For more information, see "Multimedia Contact
Center default workflows".

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5.4.7.1 Common configuration procedures

This section explains configuration procedures common to activities, branches, and branching
conditions.

Note:

Branches route interactions to different portions of a workflow. Branching conditions

represent the circumstances an interaction must match to follow a particular branch.

Common activity options include

• Adding and removing expressions

• Selecting expressions
• Grouping expressions
• Adding activities to workflows
• Cutting, copying, and pasting activities and branches
• Deleting activities and branches from workflows
• Naming activities and branches
• Editing branching conditions
• Changing the order in which branches are evaluated
• Reporting on branches and branching conditions
• Annotating activities and branches

5.4.7.1.1 Building conditions

Many features in Multimedia Contact Center require users to configure conditions. These include:

• Schedule conditions
• Queue conditions
• Variable compare conditions

While the individual types of expressions that can be added to conditions and their configuration
may vary between the conditions being built, Multimedia Contact Center’s interface for adding,
deleting, and grouping expressions remains consistent throughout Multimedia Contact Center.

5.4.7.1.2 Adding and removing expressions

To add an expression

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• Click the Add button.

An expression is added to the condition.

Note:

When an expression is added, it is highlighted in red if it requires additional configuration.

The expression will remain highlighted in red until completely configured.

To remove an expression

• Select the expression you want to delete and click the Delete button.

The expression is removed from the condition.

5.4.7.1.3 Selecting expressions

To select an expression

1. Click the expression's drop-down menu button.

2. Choose Select/Deselect Row.

Alternatively,

• Click the expression's selector column on the left side of the expression's row.

5.4.7.1.4 Understanding operators

IVR Routing offers a number of different operators to use when building conditions. The following
table outlines the operators available with IVR Routing.

Table 14: Operators

Operator Use

!= With this operator the expression will only look for value that do not
match the exact value entered. This operator is case-sensitive.

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Operator Use

= With this operator the expression will looks only for the exact value
entered in the expression. This operator is case-sensitive. If this
operator is being used in a comparison, then the expression will look for
an exact string match between the two items being compared.

Contains With this operator, the expression matches values that contain the
entered string. It is not case-sensitive.

Length With this operator the expression will look for a value with the specified
number of characters.

Starts With With this operator, the expression will look for any value that starts with
the entered value.

5.4.7.1.5 Grouping expressions

IVR Routing enables users to group expressions, facilitating the easy construction of detailed
and specific conditions. Expressions within a group may also be grouped together to create
nested levels of sub-groups within a single group. While grouping is associated with a number of
different activities, configurations, and dialogs, the grouping clauses are consistent throughout
IVR Routing.

Note:

We recommend you do not exceed eight nested levels of grouping within a group of
expressions.

Expressions may be grouped by one of two clauses:

• AND: Expressions grouped by the AND clause require that all the expressions in a
group be met to successfully meet the condition.

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Note:

If no grouping is selected, the AND clause is applied by default.

• OR: Expressions grouped by the OR clause require that only one of the expressions in
a group be met to successfully meet the condition.

To group expressions

1. Press the CTRL or Shift key and select the expressions you want to group. Clicking
'CTRL' enables you to select items one at a time and omit items from selection.
Clicking 'Shift' selects a span of items.
2. Click either the Group AND or Group OR buttons.

Note:

You can change the grouping clause by selecting the drop-down beside 'And' or 'Or', and
changing your selection.

To ungroup grouped expressions

1. Click the group’s drop-down menu button.

2. Select Ungroup.

To add a new expression to a group

1. Click the group’s drop-down menu button.

2. Select Add.

Note:

If you cannot add an expression to an existing group, ungroup the expression and then
regroup it with the expression you want to add.

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To remove a single expression from a group

1. Click the expression’s drop-down menu button.

2. Select Ungroup.

5.4.7.1.6 Adding activities to workflows

Administrators add activities to workflows by dragging and dropping activities onto the Workflows
Canvas. Activity availability varies by media and workflow type. We recommend administrators
add activities to Inbound and Response workflows via the Inbound Routing and Response
Routing tabs on the Media servers page. We recommend administrators add activities to Inqueue
workflows via the Routing tab on the Queues page.

Note:

Administrators can also access workflows by selecting Multimedia > Workflows.

The following explains how to add activities to Inbound, Response, and Inqueue workflows

To add an activity to an Inbound or Response workflow

1. Click Multimedia > Media servers and select the media server associated to the
workflow.
2. Drag the activity from the Toolbox to the Workflows Canvas.
3. Configure the activity and validate any configuration errors. For more information,
consult the configuration procedures for specific activities in this guide. See also
"Validating workflows".
4. Click Save.

To add an activity to an Inqueue workflow

1. Click Multimedia > Queues and select the queue associated to the workflow.
2. Drag the activity from the Toolbox to the Workflows Canvas.
3. Configure the activity and validate any configuration errors. For more information,
consult the configuration procedures for specific activities in this guide. See also
"Validating workflows".
4. Click Save.

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5.4.7.1.7 Cutting, copying, and pasting activities and

branches
Administrators can cut, paste, and copy activities within and between workflows. Administrators
can also copy or cut a branch from one activity and paste it into other activities within and
between workflows. This functionality enables administrators to create and edit workflows
efficiently by duplicating preconfigured activities and their branches.

Note:

Some activities are specific to media and workflow types. For example, a Say activity is
used in Chat workflows but not Email workflows. The Offer to Agent group activity is used in
Inqueue workflows but not Inbound workflows. Only cut and paste activities and branches
into the appropriate media, workflow, and activity types.

To cut an activity or branch from a workflow

• Right-click the activity or branch and select Cut.

To paste an activity inside a workflow

1. Right-click the activity and select either Copy or Cut.

2. Right-click the activity that will precede the pasted activity, and select Paste.

To paste a branch inside an activity

1. Right-click the branch and select either Copy or Cut.

2. Right click a different branch inside the activity and select Paste.

The copied branch is inserted to the right.

5.4.7.1.8 Deleting activities or branches from

workflows
To delete an activity or branch from a workflow

1. Right-click the activity or branch and select Delete.

2. When prompted, click OK.

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5.4.7.1.9 Naming activities and branches

For administrative and reporting purposes, give activities and branches unique names and
system names. A system name is used by Multimedia Contact Center to identify the item and
within reporting to identify branches and branching conditions. A name labels an activity, branch,
or branching condition for the user to see.

To name an activity, branch, or branching condition

1. Select the activity, activity configuration, or branch.

2. In the activity, configuration, or branch header, type a Name.
3. With the item still selected, in the Properties pane, type a System Name. The System
Name must be unique.

Note:

If a system name is not provided, activities and branches are given sequential system
names by default. For example, TerminateActivity1, TerminateActivity2.

4. Click Save.

5.4.7.1.10 Editing branching conditions

Editing branching conditions changes what is required for an interaction to follow the branch.

To edit a branching condition

1. Expand the activity, right-click the branch, and select Edit.

2. Select the value to edit and perform one of the following actions

• Change the condition and value by typing or using the drop-down lists.
• Add a new condition by clicking Add and typing the desired values.
• Delete a condition by selecting the condition and clicking Delete.
3. Click OK.
4. Click Save.

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5.4.7.1.11 Changing the order in which branches are

evaluated
Administrators change the order in which they system evaluates branches by places the
branches in sequence. The highest priority branch should be in the left-most position, as
Multimedia Contact Center evaluates branches in the order of left to right.

To change the order in which branches are evaluated

1. Expand the relevant activity.

2. Drag and drop the branches into the desired position.
3. Click Save.

5.4.7.1.12 Reporting on branches and branching

conditions
Reporting on branches and branching conditions enables supervisors to analyze workflow traffic
and determine how interactions are moving through workflows.

You must select ‘Child Reporting Enabled’ for any branches and conditions on which you want to
run Workflow Condition reports. For more information on Workflow reports, see the reports guide
appropriate to your MiContact Center Business licensing level.

Note that system names are used to report on branches and branching conditions. For this
reason, we recommend naming branches and branching conditions with unique and easily
identifiable system names. For more information on naming, see "Naming activities and
branches".

To configure an activity or branch for reporting

1. Select the branch or branching condition and, in the Properties pane, select the
Reportable or the Child Reporting Enabled check box.

Note:

Selecting 'Child Reporting Enabled' on parent activities selects all child activities.

2. Click Save.

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5.4.7.1.13 Annotating activities and branches

Administrators can tag activities and branches with notes using the annotation field. Similar to a
sticky note, annotations enable administrators to mark an activity with descriptive information. For
example, administrators can annotate a Timeout branch to indicate, at a glance, how long before
the system times out and where interactions are directed in the workflow once a timeout occurs.

For an example of annotating activities, see the default workflows included with Multimedia
Contact Center.

To annotate an activity

1. Click the Notepad icon on the activity.

2. Type the annotation in the field provided.
3. Click Save.

To delete an entire annotation

• Right-click the activity and select Annotations… > Delete.

To display or hide an individual annotation

• Click the Notepad icon on the activity. This closes an open annotation and opens a
closed annotation.

To expand all annotations in a workflow

• Right-click an activity and select Annotations… > Show All.

To hide all annotations in a workflow

• Right-click an activity and select Annotations > Hide All.

5.4.7.2 Activity list

This section describes Multimedia Contact Center activities.

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Note:

Red exclamation marks on activities indicate configuration errors to be corrected. Yellow

exclamation marks on activities indicate warnings. Clicking the ‘Validation’ button opens a
pane explaining the workflow’s Errors and Warnings.

5.4.7.2.1 Asking questions with the Ask activity

The Ask activity enables a workflow to automatically ask questions of contacts and route them
based on their responses. The Ask activity is configured with a single question that will be asked
by the media server or queue auto response username in a chat session or the media server
name or queue phone number in an SMS session. Depending upon their response, the contact
is routed down the configured response branches. For example, if you wanted to route a contact
in an Inbound chat workflow depending upon what product they were interested in, the question
might be set to “Welcome to the Sales queue. If you are interested in Product X, type Product X.
If you are interested in Product Y, type Product Y.” Depending upon the answer, the contact could
be routed down the Product X branch or down the Product Y branch.

The Ask activity can also be used to collect information from contacts. Contact responses are
stored in the <<LastDataCollected>> variable. Using a Set Variable activity, this information can
be set into other variables for use elsewhere or saved to a database with a Query activity. For
more information on Set Variable activities, see "Populating variables with the Set Variables
activity". For more information on Query activities, see "Querying data providers with the Query
activity".

URLs entered into the Message field are turned into hyperlinks. Some website content can be
embedded into chat sessions using the Ask activity. If a link to a supported website’s content,
such as a link to a YouTube video, is entered into the Message field, the content is embedded
directly into the chat session. The following websites are supported for embedded content in
chat:

• "https://twitter.com/"
• "https://soundcloud.com/"
• "http://www.youtube.com/"

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Note:

• Ignite supports embedding content from Google Maps in chat sessions. However,
this requires the use of embed maps URL, available from Google Maps, to embed
a Google map, such as: <iframe

src="https://www.google.com/maps/embed?pb=!1m18!1m12!1m3!1d2804.500978803945!
2

d-

75.90911198444678!3d45.3386984790996!2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!
3m3!1m2!1s0x4cd1fff1517da8a9%3A0xe6bc8a721e90f2a5!2sMitel+Networks!5e0!3m2!
1sen!2sus!4v1445531227487" width="600" height="450" frameborder="0" style="border:0"
allowfullscreen&gt;&lt;/iframe>
• SMS does not support embedded content.
• Ignite supports embedding Twitter content in chat sessions, however this is only
possible when you use the Copy link to Tweet in the More menu option available
from the Twitter site. The Embed Tweet menu option will not work in the chat
window.

To configure the Ask activity, you must

• Configure the question to be asked

• Configure the accepted responses from the contact

The Ask activity is available to Chat and SMS Inbound and Inqueue workflows.

Configuring the question to be asked

The Ask activity poses questions to contacts from the automatic response username for the
media server or the queue. It is recommended that the question be clearly worded and that if it
requires specific responses, that these be listed.

By default, the user can respond incorrectly three times before they are routed down the Failure
branch. The Invalid branch informs them that their response was invalid using a Say activity. By
default, the user has 30 seconds to respond before they are routed down the Timeout branch and
informed, using a Say activity, that they timed out and to try again. By default, users can timeout
three times before being routed down the failure branch. For information on configuring the Say
activity, see "Responding to interactions with the Say activity".

The following procedures explain how to

• Configure the question being asked

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• Set how many times the contact can respond incorrectly

• Set how long the user has to respond to the question

To configure the question to be asked

1. Select the Ask activity and click Properties.

2. After Question, click ....
3. Type the question and click OK.

In a chat session, the question will be asked using the chat media server’s auto response
username or the chat queue’s username. In an SMS session, the question will be asked using
the SMS media server's name or the SMS queue's phone number.
4. Click Save.

To set how many times the contact can respond incorrectly

1. Select the Ask activity and click Properties.

2. Set the number of Invalid Attempts allowed.
3. Click Save.

To set how long the user has to respond to the question

1. Select the Ask activity and click Properties.

2. Set the Timeout (sec) duration, in seconds.
3. Set the number of Timeout Attempts that can occur.
4. Click Save.

Creating response branching conditions

After configuring the question, you must configure the accepted responses the contact may enter
to be used as branching conditions. Responses can be a set value or the can be a variable.
When using a variable as a response, the Ask activity compares the <<LastDataCollected>>
variable to the selected variable as if it were a Variable Compare activity. For more information on
the Variables Compare activity, see "Routing interactions with the Variable Compare activity". An
answer branch may have multiple conditions applied to it. All conditions configured together in a
single branch have the ‘Boolean And’ applied to them.

The following procedures explain how to

• Route contacts by their answer

• Edit a response branching condition
• Delete a response branching condition

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To route contacts by an answer

1. Right-click on an Ask activity and click Add Branch.

2. Enter the Name of the branch.
3. Click Add.
4. In the second column select one of the following operators from the drop-down list:

• != Not Equal
• = Equal

Note:

This operator is case-sensitive. If this operator is being used in a comparison, then the
expression will look for an exact string match between the two items being compared.

• Contains
• Length
• Starts With
5. In the third column, set the Value for the answer or select a Variable.
6. Repeat steps 2-4 for each additional answer value you want to route down this branch.
7. To enable reporting for this branch, select Enable reporting.
8. If you want to add another branch, click Add at the bottom of the window.
9. Click OK.
10. Click Save.

To edit a response branching condition

• Right-click on a branching condition and click Edit.

To delete a response branching condition

• Right-click on a branching condition and click Delete.

5.4.7.2.2 Suspending workflows with the Delay

activity
The Delay activity suspends a workflow for a predetermined time. For example, an administrator
uses a Delay activity to suspend a workflow, enabling a third-party application to process a
command before the workflow continues to an activity requiring that the processing be complete.

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The Delay activity is available to all Multimedia Contact Center workflows.

Setting the duration of Delay activities

Setting the duration of Delay activities specifies how long Multimedia Contact Center suspends a
workflow.

To specify how long Multimedia Contact Center suspends a workflow

1. Select the Delay activity and click Properties.

2. Set the Duration of the Delay activity, in seconds.
3. Click Save.

5.4.7.2.3 Sending emails with the Email activity

The Email activity sends emails from within a workflow, with or without attachments, to recipients
via an SMTP server connection configured in YourSite Explorer. For example, an administrator
can use the Email activity to send auto-acknowledgement messages to inbound emails.

Email activity templates support HTML and text-based content. Template fields can be populated
with variables, and attachments can be populated with variables or files.

You can set email properties to avoid sending multiple auto- response emails when an incoming
email is requeued or transferred.

The Email activity is available to all Multimedia Contact Center workflows.

5.4.7.2.4 Ending chat and SMS sessions with the

End Session activity
The End Session activity ends an active chat or SMS session without terminating the workflow.
For the contact, the interaction ends, but the workflow may continue to post-interaction activities.
A Terminate Workflow activity is required to terminate a workflow after the End Session activity.

For example, an administrator uses the End Session activity in an Inqueue chat workflow that
only has automated responses from Ask and Say activities to end the interaction’s chat session
with the queue while enabling the workflow to continue to a Query activity that writes a transcript
of the interaction's back to SQL.

The End Session activity requires no configuration. Administrators can optionally provide
the activity with a name and system name. See "Naming activities and branches" for more
information.

The End Session is available in all Chat and SMS Inbound and Inqueue workflows.

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5.4.7.2.5 Running external processes with the

Execute activity
The Execute activity enables Multimedia Contact Center to interact with external systems by
running the following four processes:

• Executable/Script – Runs an *.EXE file or *.BAT script on the server and delivers
return values or parameters if the script executes successfully.

Note:

The Execute activity requires *.EXE files and *BAT scripts to be on a UNC path.

• PowerShell – Runs a PowerShell script on the server and delivers return values or
parameters if the script executes successfully.

Note:

• The Execute activity requires PowerShell scripts to be on a UNC path.

• The Execution Policy for PowerShell scripts must be set in the command
prompt window of PowerShell to Set-ExecutionPolicy RemoteSigned.

• Web Service – Enables the Execute activity to retrieve an XML response from an
external web service using SOAP or REST and delivers return values if the script
executes successfully.

Note:

The data being returned must be valid XML characters. Any invalid characters (such as
&, <, or >) will not return successfully and the workflow will route down the Failure branch.
The XMLNode object type is not supported.

• CRM Service – Sends user defined queries to a Microsoft CRM 2011, Microsoft CRM
2013, or Microsoft CRM Online system and delivers return values if the script executes
successfully.

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For example, an administrator uses the Execute activity to retrieve customer information from a
Web Service database. This information is stored in a custom variable for use within the workflow
or to pass on to agents in a screen pop for enhanced customer service.

For an example of a workflow that uses the Execute activity to execute PowerShell and perform
a web service SOAP call to a publicly accessible web service, see the following Mitel Knowledge
Base article: https://mitel.custhelp.com/app/answers/answer_view/a_id/1000724/loc/en_US.
Although the workflow is for IVR Routing, the configuration of the Execute activity is the same for
Multimedia Contact Center workflows.

The Execute activity is available to all Multimedia Contact Center workflows.

Note:

A success return value indicates the process executed without errors, and the Success
branch is followed. A failure return value indicates the process exited with errors and did not
complete as expected, and the Failure branch is followed.

Specifying the external processes to execute in workflows

The following procedures explain how to instruct the Execute activity to run

• Executable/Script processes
• PowerShell processes
• Web Service processes
• CRM Service processes

To set an Executable/Script or PowerShell process

1. Right-click the Execute activity and select New Process > Executable/Script or
PowerShell script.
2. For Executable/Script processes, after Path, click the Browse button and navigate to
the *.EXE or *BAT script. The script must be on a UNC path.
3. For Executable/Script processes, select the Separator required by the .exe file. The
separator is the character separating the parameters in the process’ command line
statement.
4. For PowerShell processes, navigate to the PowerShell script.
5. To add a set of Input Parameters, click Add and select the Parameter the process
uses to execute.

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Note:

If batch files or Executable/Script processes require delimiters, they must be entered

manually in the Parameter column.

6. Under Value, select a variable or type a static value.

Note:

• The variable is replaced when a contact progresses through the workflow.

• To configure the process to use a value not linked to a parameter, select a
variable from the Value field and leave the Parameter field blank.

7. Repeat steps 5 and 6 for each set of input parameters the process uses. To delete a
set of parameters, click the arrow to the left of Parameter and click Remove.
8. Under Test Value, enter values to test the process and click Execute.

Note:

• For Executable/Script processes, the Results dialog box lists return values and
output pipeline values.
• For PowerShell processes, the Results dialog box lists return values and
PSObject[X] values.

9. Click OK to auto-populate the Output Mappings pane with Output values.

10. Leave the Process Setup window open and complete the steps under "Storing
retrieved data as variables".

To set a SOAP Web Service process

• Right-click the Execute activity and select New Process > Web Service.
• Type the Web Service URI and, for the Web Service Type, select SOAP.
• If using a SOAP Web Service, click the Scan button to verify the Web Service.
• Select a Web Method from the drop-down list. The Web Method populates the
Parameters field.

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Note:

SOAP Web Services populate the Web Methods field with a drop-down list of available
functions.

CAUTION:

If you are using the Execute activity with a web service as a part of a PCI compliant
workflow, ensure that you:

• Use an HTTP Secure (https) address.

• If the return or input fields of the SOAP call contain sensitive information, use masked
variables in the Input and Output parameters of the Execute activity.

• Under Value, select a variable or type a static Value.

• Under Test Value, enter values to test the process and click Execute.
• On the results dialog box, click OK.
• Click OK to auto-populate the Output Mappings pane with Output values.
• Leave the Process Setup window open and complete the steps under "Storing
retrieved data as variables".

To set a REST Web Service process

1. Right-click the Execute activity and select New Process > Web Service.
2. Type the Web Service URI and, for the Web Service Type, select REST.

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CAUTION:

If you are using the Execute activity with a web service as a part of a PCI compliant
workflow, ensure that you

• Use an HTTP Secure (https) address.

• If the return or input fields of the SOAP call contain sensitive information, use masked
variables in the Input and Output parameters of the Execute activity.

• Use an HTTP Secure (https) address.

• If the return or input fields of the REST call contain sensitive information, use
masked variables in the Input and Output parameters of the Execute activity.

Failure to do so could invalidate your PCI compliance.

3. Type the Username and Password for the Web Service. Login credentials might not
be necessary depending on the Web Service used.
4. To add a set of Headers, click Add and type the Parameter the process uses to
execute.
5. Under Value, select a variable or type a static value.
6. Repeat steps 4 and 5 for each set of headers the REST Web Service process uses.
7. To add a set of Input Parameters, click Add and type the Parameter the process
uses to execute.
8. Under Value, select a variable or type a static Value.
9. Repeat steps 7 and 8 for each set of input parameters the REST Web Service process
uses. To delete a set of parameters, click the arrow to the left of Parameter and click
Remove.
10. To test the headers and input parameters, enter values under Test Value in Headers
and Input Parameters and click Execute.
11. In the XML Output pane of the Results dialog box, select the node containing the
information the Execute activity retrieves.
12. After Selected Node, click the Show Results button.
13. Click OK to auto-populate the Output Mappings pane with Output values.
14. Leave the Process Setup window open and complete the steps under "Storing
retrieved data as variables".

To configure a CRM Service process

1. Right-click the Execute activity and select New Process > Microsoft CRM.
2. Type the CRM URI used to communicate with the CRM system.

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3. Select the CRM Version.

4. Complete the following fields:

• Domain – Type the domain name of the CRM site.

Note:

Domain name is only required for CRM 2011 or 2013.

• Operation – Select the operation the Execute activity is performing

• Username – Type the username for the CRM site login.
• Password – Type the password for the CRM site login.
• Entity Name – Select the name of the CRM entity that the Execute activity queries.
5. To add a set of Input Parameters, click Add and select the Parameter the process
uses to execute.

The parameters depend on the Entity Name selected.

6. Under Value, select a variable or type a static Value.
7. Repeat steps 5 and 6 for each set of input parameters the CRM Service process
uses. To delete a set of parameters, click the arrow to the left of Parameter and click
Remove.
8. Under Test Value, enter values to test the process and click Execute.

The results dialog shows mappings of the parameters to values.

9. Click OK.
10. Click Mapping to assign the output to variables, and click OK to store the data as
variables.
11. Click Save.

Storing retrieved data as variables

The following procedure explains how to store data retrieved by the Execute activity as a
variable. These variables can be used later in the workflow.

To store retrieved data as a variable

1. In the Process Setup window, under Mapping, select a variable from the drop-down
list to correspond to each Output value.
2. Click OK.

When a contact progresses through the workflow, each variable in the Mapping field is
assigned the value indicated in the Output field.

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3. Click Save.

Specifying options for following the Success, Timeout, and Failure branches

The following procedure explains how to

• Instruct the system to follow the Success branch before a process completes
• Specify how long a process has to complete successfully before the Failure branch is
followed

To specify routing options for the Execute activity’s Success, Timeout, and Failure branches

1. Select the Execute activity and click Properties.

2. After Timeout (sec), type the duration for an associated process to complete
successfully before the Failure branch is followed.
3. Click Save.

5.4.7.2.6 Routing contacts with the From activity

The From activity checks the From: field of inbound emails and performs actions based on
specified branching conditions.

For example, an administrator configures a From activity to recognize the email addresses of
Platinum customers and route their emails to a Priority queue.

The From activity is available to Email workflows.

Applying branching conditions to the From activity

Applying branching conditions to the From activity enables administrators to

• Direct emails based on specified values

• Direct emails based on variables

To direct an email based on specified values

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Note:

To route based on specific email addresses in the ‘From:’ field, we recommend selecting
‘Contains’ and typing an email address for the activity to identify. This option identifies a wide
range of content in email ‘From:’ fields. For example, <<From>> Contains [email protected].

1. Right-click the From activity and select Add From Condition.

2. Type a Name for the branching condition and click Add.
3. From the second column, select one of the following:

• NotEqual (!=)

For example, administrators can specify that emails not sent from '[email protected]'
are not sent to the priority sales branch.
• Equal (=)

For example, administrators can specify that emails sent from '[email protected]'
are directed to the priority branch.

Note:

If selecting ‘Equal’, administrators must specify an email address as the ‘<Value>’.

• Contains

For example, administrators can specify that emails with 'priority' in the From: field are
directed to the priority branch.
• Length

For example, administrators can specify that emails sent from addresses longer than 25
characters are directed to a branch for spam.
• StartsWith

For example, administrators can specify that emails sent from addresses starting with
'priority' are sent to the priority sales branch.
4. Click <Value> and enter a criterion to branch emails, for example, ‘priority’.
5. Click OK to create the branch or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
6. Click Save.

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To direct an email based on variables

Note:

Directing emails based on variables requires first inserting and configuring an activity on
the Canvas capable of populating the From activity’s destination variable. For a list of Email
variables, go to Multimedia > Variables.

1. Right-click the From activity and select Add From Condition.

2. Type a Name for the branching condition and click Add.
3. From the second column, select an operator. See the procedure above for a
description of each option.

Note:

To route based on specific variables in the ‘From:’ field, we recommend selecting

‘Contains’ and selecting a variable for the activity to identify. This option identifies a wide
range of content in email ‘From:’ fields.

4. From the third column, select Variable.

5. Select the variable used to branch emails and click OK.
6. Click OK to create the branch or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
7. Click Save.

5.4.7.2.7 Routing interactions with the Go To activity

The Go To activity sends interactions to an alternate point in the workflow.

For example, an administrator is configuring the Offer to Agent Group activity for an Email
Inbound workflow. The Go To activity, embedded in the Offer to Agent Group activity, is set with
a destination of the Offer to Agent Group activity. If the system cannot offer an email to an agent,
the Go To activity directs the email back to the Offer to Agent Group activity and the system
searches again for an agent.

The Go To activity is available to all Multimedia Contact Center workflows.

Specifying the target activity for the Go To activity

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The following procedure explains how to specify where the Go To activity sends contacts

To specify where the Go To activity sends contacts

1. Right-click the Go To activity and select Target….

2. Select the activity to which the Go To activity sends contacts and click OK.
3. If you do not want to increase the repeat count of your workflow, for example if your
workflow uses embedded menus or the Collect Digits activity, in the Properties pane,
select the Reset Repeat Count check box to give callers an unlimited number of
attempts to enter information.
4. Click Save.

Configuring parent workflow destinations for subroutine Go To activities

If a Go To activity is placed in a subroutine, it can route contacts to the parent workflow to

which the subroutine is assigned by setting its destination as ‘Go To Parent Workflow’. A target
destination must be set on the Subroutine activity to set where the contacts are routed to in the
Parent workflow.

To configure a parent workflow destination for a subroutine Go To activity

1. In the parent workflow, select the Subroutine activity.

2. In the Properties, after Target Activity select the activity to which the subroutine Go
To activity returns contacts from the drop-down list.
3. Click Save.

5.4.7.2.8 Routing interactions with the Interflow

activity
The Interflow activity transfers messages that have been waiting in queue for a designated
time to an alternate queue, a queue group, or to a variable. Configuring the Interflow activity to
direct interactions based on variables in the workflow enables the activity to dynamically route
messages in queue to appropriate interflow points.

The Interflow activity is available to Inqueue workflows for all media types.

Interflowing interactions to queues, queue groups, external addresses, and variables

The following procedures explain how to

• Interflow interactions from one queue to another queue or queue group

• Interflow interactions to an external destination

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• Interflow interactions to a variable

Note:

This variable must be a queue reporting number, dialable number, or name associated to
the queue.

To interflow an interaction from one queue to another queue or queue group

1. Select the Interflow activity.

2. Click Properties and, after Destination, click the … button.
3. Select either Queue or Queue group, select the queue or queue group, and click OK.

Note:

• To add a queue to the list, click Add and follow the appropriate steps under
"Adding multimedia queues".
• To add a queue group to the list, click Add and follow the appropriate steps
under "Adding queue groups".

4. Optionally, to keep the current queue's priority for the interflowed interaction in the
destination, select Maintain Queue Priority.
5. After Timeout Duration, set the time allotted for the interflow before the call is routed
down the Failure branch.
6. Click Save.

To interflow an interaction to an external destination

1. Select the Interflow activity.

2. Click Properties and, in the Destination field, type the external phone number to
which interactions are transferred.
3. Select External Transfer.
4. Click Save.

To interflow an interaction to a variable

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Note:

Interflowing an interaction to a variable requires first inserting and configuring an activity on

the Canvas capable of populating the Interflow activity’s destination variable.

1. Select the Interflow activity.

2. Click Properties and, in the Destination field, click the … button.
3. Click Variable, select a variable, and click OK.

Note:

This variable must be a queue reporting number, dialable number, name, or email address
associated to the queue. The variable cannot be a personal email address.

4. Optionally, to keep the current queue's priority for the interflowed interaction in the
destination, select Maintain Queue Priority.
5. After Timeout Duration, set the time allotted for the interflow before the call is routed
down the Failure branch.
6. Click Save.

5.4.7.2.9 Tagging interactions with the Junk Email

activity
The Junk Email activity, used in conjunction with other activities, tags inbound emails as junk and
prevents them from reaching a queue.

For example, an administrator configures a Variable Compare activity to identify spam keywords
found in emails. Emails containing these words are directed to a branch containing a Junk Email
activity. The Junk Email activity removes the interaction from the workflow, preventing spam from
reaching the queue.

The Junk Email activity requires no configuration. Administrators can optionally add a name and
system name to the activity. See "Naming activities and branches" for more information.

The Junk Email activity is available to Email Inbound and Inqueue workflows.

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5.4.7.2.10 Tagging inbound interactions with the No

Reply Email activity
The No Reply Email activity, used in conjunction with other activities, tags inbound emails as not
requiring a reply and prevents them from reaching a queue.

For example, an administrator configures a Variable Compare activity to identify the words ‘Out
of Office’ in email subject fields. Interactions meeting these conditions are directed to a branch
containing a No Reply Email activity. The No Reply Email activity removes the interaction from
the workflow. The No Reply Email activity prevents messages not requiring a response from
taking up space in queues and being sent to agents.

The No Reply Email activity requires no configuration. Administrators can optionally add a name
and system name to the activity. See "Naming activities and branches" for more information.

The No Reply Email activity is available to Email Inbound and Inqueue workflows.

5.4.7.2.11 Routing interactions with the Offer to Agent

Group activity
The Offer to Agent Group activity specifies the agent groups that are offered interactions in
queue, establishing a primary response agent group and overflow agent groups.

If an agent in the group is available, the Agent Available branch is followed and the agent is
offered the interaction. If the agent accepts, the Success branch is followed. If the agent does not
accept, the Failure branch is followed and the system checks again for an available agent. If an
interaction terminates in the queue before reaching an agent, the Completed branch is followed.
This activity also offers overflow options if agents are unavailable, if interactions wait in queue
too long, and if agents in the primary group are logged out. Configuring the Offer to Agent Group
activity also enables administrators to implement push, pick, and mixed model routing.

An agent group can only be associated with an Offer to Agent Group activity once per Inqueue
workflow. Attempting to associate an agent group with additional Offer to Agent Group activities
returns a validation error.

The Offer to Agent Group activity is available to Inqueue workflows for all media types.

The following procedures explain how to configure routing options for offering interactions to
agent groups.

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Note:

• You must add the "Offer to Agent Group" only to the inqueue workflows and not to
the inqueue subroutines.
• To enable mixed model routing, where agents select their interactions from
queues, but interactions waiting in queue past a specified time are offered to
available agents, see "Enabling mixed model routing".

5.4.7.2.12 Routing interactions with the Offer to

Preferred Agent activity
The Offer to Preferred Agent activity directs ongoing interactions to the agent who either handled
interaction the previously or wrote the original outbound email. If an incoming interaction is part of
an ongoing interaction, the system automatically populates the preferred agent variable with the
agent that last handled the interaction.

For example, if a support agent is handling an ongoing issue with a customer, the Offer to
Preferred Agent activity directs all incoming interactions from the customer to that agent. If
the agent is not available, the system waits until the Overflow Time is reached and follows the
Overflow branch. Administrators can configure the activity to overflow interactions instantly if the
agent is logged out.

The Offer to Preferred Agent activity offers the interaction to the preferred agent only if their
Workload permits handling this interaction. The activity can also be configured to offer the
interaction to the preferred agent only if that agent is currently answering for the queue the
interaction came in on.

Preferred Agent is not set for agents handling emails that originated internally within a contact
center. If an agent is responding to an email from another internal queue, Multimedia Contact
Center does not set that agent as the Preferred Agent. For example, if a customer addressed an
email to two different queues, the Preferred Agent would only be set for the email sent from the
customer, rather than emails sent from the agents.

The Offer to Preferred Agent activity is available to the email Inqueue workflows only. It is not
supported for Chat and SMS workflows.

For information on configuring this activity’s Overflow Time, Interval Time, and the option to
overflow interactions instantly if the preferred agent is logged out, see "Routing contacts with the
Offer to Agent Group activity".

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Note:

• You must add the "Offer to Preferred Agent" activity or "Offer to Agent" activity only
to the inqueue workflows and not to the inqueue subroutines.
• Offer to Preferred Agent functionality requires that auto case and ticket number
generation for the email media server is not disabled. See "Adding email to
Multimedia Contact Center" for more information.
• If contact centers use preferred agent routing, we recommend that agents do not
adjust case and ticket numbers in email subject lines. Removing or otherwise
altering case and ticket numbers in subject lines can interfere with preferred agent
routing.
• If the Preferred Agent is deleted or moved to another agent group, they will no
longer be considered to be the Preferred Agent.

To set the time limit for accepting interactions

1. Select the Offer to Agent activity and click Properties.

2. After Requeue Time, type a length of time in hh:mm:ss.
3. Click Save.

To only route interactions to preferred agents currently answering for this queue

• Select Only offer to agents answering for this queue.

5.4.7.2.13 Routing interactions with the Overflow

activity
The Overflow activity sends interactions immediately to overflow agent groups.

For example, an administrator wants emails waiting in queue for four hours to overflow to a
secondary agent group. The administrator adds an Offer to Agent Group activity to a workflow,
and configures the Interval branch with a Queue activity reading the queue’s Agents Available.
The administrator places an Overflow activity after the Queue activity. Once the Queue activity
registers that the queue has less than 2 available agents, the email moves to the Overflow
activity and is directed to the secondary agent group.

The Overflow activity requires no configuration. Administrators can optionally provide the activity
with a name and system name. See "Naming activities and branches" for more information.

The Overflow activity is available to Inqueue workflows for all media types.

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5.4.7.2.14 Querying data providers with the Query

activity
The Query activity reads and writes information through an MS SQL connection, ODBC
connection, Excel sheet, or LDAP provider. Administrators can use the Query activity to retrieve
information and store it in custom variables for use within workflows. Advanced queries return
multiple records of information that can be stored in multiple variables.

For example, an administrator uses a Query activity in an Inbound Email workflow to retrieve
customer account balances from a SQL database. The administrator populates an Email activity
template with a variable that will contain this information, retrieved from the Query activity. The
workflow responds with balance information to customers inquiring via email.

The Query activity is available to all Multimedia Contact Center workflows.

Note:

• By default, the query result is stored within the <<LastQueryResult>> system

variable. Each subsequent Query action overwrites this variable. It is not
recommended to use the LastQueryResult variable when expecting protected
information to be contained within this variable.
• For information on configuring data providers, see "Configuring data providers".

Connecting Query activities to data providers

Connecting Query activities to data providers enables the Query activity to access data and use
this information to route interactions. See "Configuring data providers" for more information.

1. Select the Query activity and click Properties.

2. After Data Provider, click the Browse button.
3. Select a data provider and click OK.

Note:

The Query activity cannot be saved without a query or write statement configured.

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Running simple queries in workflows

Running simple queries enables administrators to retrieve information from a database and store
it in a variable.

To run a simple query in a workflow

1. Select the Query activity and click Properties.

2. After Query statement, click the Browse button and, under Query Type, select
Simple Query.
3. After Database Table Name, from the drop-down list, select the table to query.

'Database table names' refer to the tables in the data source from which the Query activity
retrieves information.
4. After Column Return Name, from the drop-down list, select the column of data to
query.

'Column return names' refer to the columns in the selected table, from which the Query activity
retrieves information.
5. After Variable Return Name, from the drop-down list, select the variable to populate
with the return value.

'Variable return names' refer to the variables populated as a result of the query.
6. After Column Where Name, from the drop-down list, select the name of the column of
data to compare against.

'Column where names' refer to the columns in the data source against which the Query activity
compares information.
7. After Variable Where Name, from the drop-down list, select the variable to use for
comparison.

'Variable where names' refer to the variables against which the Query activity compares.
8. To test the query, after Test with a value equal to, enter an existing value from the
data provider and click Test Query.

The Raw SQL window displays the SQL statement based on the selections from the drop-
down lists.
9. To clear all fields and return to the Canvas, click Clear. To accept the query, click OK.
10. Click Save.

Running advanced queries in workflows

Advanced queries enable administrators with knowledge of SQL to write SQL statements
retrieving information from a database provider. Advanced queries also support LDAP syntax for
LDAP providers, and advanced queries for MS SQL Server and ODBC data providers support
stored procedures.

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Administrators can use an advanced query to retrieve single or multiple records from a database
provider.

To run an advanced query in a workflow

1. Select the Query activity and click Properties.

2. After Query statement, click the Browse button, and under Query Type, select
Advanced Query.
3. Under Query, type the SQL statements to be run directly against the data provider
and click Execute.

The Execute window opens displaying a list of detected input and output parameters.
4. Under Value, type the numbers corresponding to the values contained in the data
provider.
5. Click Run.
6. To assign variables to store information returned by the SQL statements, click the
Variable Assignment tab.

Return Column will be populated with the column names in the data provider.
7. Under Variable Name, select the variables to store information returned by the SQL
statements.
8. To assign values to the parameters filled by the SQL statements, click the Parameter
Assignment tab.

Parameter Name will be populated with the SQL parameters used to query the data provider.
9. After Variable Name, select a variable from the drop-down list to store the information
retrieved by the SQL parameter.
10. To view the values returned from the query, click the Test Results tab.
11. To clear the variables and their parameters, click Clear. To accept the query, click OK.
12. Click Save.

Defining write statements

Write statements define a delete, insert, or update statement against a specified data provider.
Write statements enable administrators to delete, insert, or update column values in a data
provider from within a workflow.

The following procedures explain how to configure simple and advanced write statements

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Note:

Advanced write statements enable users with knowledge of SQL to write insert, update, or
delete SQL statements.

To define a simple write statement

1. Select the Query activity, click Properties and, after Write statement, click the
Browse button.
2. Select Simple Write and select a Write Type from the drop-down list. Options vary by
data provider.
3. After Table Name, select the table in the data provider against which the write
statement is defined.
4. Under Column Name, select a column in the data provider against which the write
statement is defined.
5. Under Value, select the data to be inserted into the data provider.
6. Under Where, select a column name.

Note:

• ‘Where’ statements display only if Delete or Update is selected

• The column names displaying in the list derive from the Table Name selected.

7. Select an operator from the drop-down list

• =
• <>
• >
• <
• >=
• <=
8. From the third drop-down list, select or type the variables used to evaluate the
information selected from the first column
9. To test the write statement, click Test Syntax.
10. To empty column values, click Clear. To accept the write statement, click OK.
11. Click Save.

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To define an advanced write statement

1. Select the Query activity, click Properties.

2. After Write statement, click the Browse button and select the Advanced Write
button.
3. Under Query, type the insert, update, or delete SQL statements to be run against the
data provider and click Execute.
4. The Parameter name column will be populated with the column names in the data
provider.
5. Under Variable Name, from the drop-down list, select the variables used to evaluate
the information you selected from the first column.
6. To test the write statement, click Test Syntax.
7. To empty column values, click Clear. To accept the write statement, click OK.
8. Click Save.

Returning multiple results with queries

The Query activity supports returning multiple results from a query. When a Query activity returns
multiple results from a query, the Success branch is followed for each result. When there are no
more results, the message exits the Success branch of the Query activity and continues along
the workflow.

Multiple result returning Query activities enable contact centers to build more complex workflow
functions, such as providing callers access to an employee directory.

5.4.7.2.15 Routing interactions with the Queue

activity
The Queue activity branches workflows based on real-time queue conditions, enabling
administrators to route interactions based on emerging queue conditions.

For example, an administrator building an Email Inbound workflow configures the Queue activity
to send emails waiting in queue four hours or longer to a secondary queue. This enables the
contact center to meet its service level goals.

The Queue activity is available to all Multimedia Contact Center workflows.

Applying queue conditions to the Queue activity

The following explains how to

• Associate queue conditions to a queue or queue group

• Associate queue conditions to a variable

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• Add queue condition to an existing branch

• Edit queue conditions
• Delete queue conditions
• Import and export queue conditions
• Group queue conditions

Note:

Multimedia Contact Center evaluates Queue conditions from left to right. To change the order
in which the activity evaluates conditions, see "Changing the order in which branches are
evaluated".

To associate queue conditions to a queue or queue group

1. Right-click the Queue activity and select Add.

2. Type a Name for the queue condition and, after Queue, click the ... button.
3. Select either Queue or Queue Group, select the queue or queue group and click OK.
4. Click Add and, from the second column, select a real-time statistic from the drop-down
list.
5. In the third column, select an operator from the drop-down list. Options vary according
to the variable chosen.
6. Click the fourth column and select either Value, Queue Stats, or Variable.
7. For Value, type in a numeric value or enable the check box for the value.
8. For Queue Stats, select a queue stat from the drop-down list.
9. For Variable, select a variable from the drop-down list.
10. To test the conditions, click Test Parameters, enter a value in the relevant fields and
click Test.
11. Click OK.
12. To add another condition, click Add and repeat steps 4-11.
13. Click OK to create the branch or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
14. Click Save

Associate queue conditions to a variable

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Note:

Associating queue conditions to a variable requires first inserting and configuring an activity
on the Canvas capable of populating the Queue activity’s destination variable.

1. Right-click the Queue activity and select Add.

2. Type a Name for the queue condition and, after Queue, click the ... button.
3. Select the Variable tab, select a variable, and click OK.

To see a list of Multimedia Contact Center variables and their descriptions, go to Multimedia >
Variables.
4. Click Add and, from the second column, select a real-time statistic from the drop-down
list.
5. In the third column, select an operator from the drop-down list. Options vary according
to the variable chosen.
6. Click the fourth column and select either Value, Queue Stats, or Variable.
7. For Value, type in a numeric value or enable the check box for the value.
8. For Queue Stats, select a queue stat from the drop-down list.
9. For Variable, select a variable from the drop-down list.
10. To test the conditions, click Test Parameters, enter a value in the relevant fields and
click Test.
11. Click OK.
12. To add another condition, click Add and repeat steps 4-11.
13. Click OK to create the branch or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
14. Click Save

To edit queue conditions

1. Right-click the relevant branch in the Queue activity and select Edit Condition.
2. Click Add and, from the second column, select a real-time statistic from the drop-down
list.
3. In the second column, select an operator from the drop-down list. Options vary
according to the variable chosen.
4. Click the third column and select either Value, Queue Stats, or Variable.
5. For Value, type in a numeric value or enable the check box for the value.
6. For Queue Stats, select a queue stat from the drop-down list.
7. For Variable, select a variable from the drop-down list.

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8. To test the conditions, click Test Parameters, enter a value in the relevant fields and
click Test.
9. Click OK.
10. To add another condition, click Add and repeat steps 2-9.
11. Click Save.

To delete queue conditions

• To delete a queue condition, select the row for the condition and click Delete.

To import and export queue conditions

1. To import queue conditions, click the Import button and navigate to a *.csv file.

Note:

• Conditions on a single line and separated by a comma will be added to a single

branch.
• Conditions on multiple lines and separated by a comma will be added to
multiple branches.

2. To export queue conditions, click the Export button and navigate to a *.csv file.
3. To test the conditions, click Test Parameters, enter a value in the relevant fields and
click Test.

To group conditions being compared

• See "Grouping expressions".

5.4.7.2.16 Submitting callbacks with the Save

Callback activity
The Save Callback activity saves a callback request to the SQL database. This activity works
with IVR Routing to submit callback requests from Multimedia Contact Center to submit callback
requests to IVR Routing. The Save Callback activity is included if you are licensed for IVR but not
available if you are licensed for Messaging and Routing.

The Save Callback activity requires the following variables be set with information for the callback
request to be submitted correctly:

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• CallbackClientNumber—This variable must be populated with the phone number to

which the callback request will be made.
• CallbackDestination—This variable must be populated with dialable number of the
voice queue to which the callback request will be submitted.
• CallbackOutboundWorkflowId—This variable must be populated with the Outbound
callback subroutine you want to use to submit callbacks to agents.

Note:

It is recommended that you use the default abandon outbound callback subroutine as
callbacks submitted by a Multimedia Contact Center workflow will not contain a message
to be played for agents.

For additional information on the Save Callback activity and callbacks, see MiContact Center
Business Installation and Administration Guide.

The Save Callback activity has a Success and Pending branch. The activity routes down Pending
when network issues prevent the callback from being submitted. When the network issues are
resolved, the callback will be saved.

The Save Callback activity is available to all Multimedia Contact Center workflows.

To set the Save Callback request reason

1. Select the Save Callback activity.

2. After Request Reason, select New Request from the drop-down menu.

Note:

If you are using this activity to submit a callback, you should use New Request.

3. Click Save.

5.4.7.2.17 Responding to interactions with the Say

activity
The Say activity sends messages to interactions.

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For example, if a chat message is sent to the contact center after hours, the Say activity can
respond with the message 'Thank you for contacting us. Our chat queues are currently closed.
Please try again Monday through Friday 9am – 5pm.'

URLs entered into the Message field are turned into hyperlinks and will open in another window
or tab of the interaction’s browser when the customer clicks on them. Some website content is
embeddable into chat sessions using the Say activity. If a link to a supported website’s content,
such as a link to a YouTube video, is entered into the Message field, the content is embedded
directly into the chat session. The following websites are supported for embedded content in
chat:

• https://twitter.com
• https://soundcloud.com
• http://www.youtube.com

Note:

• Ignite supports embedding content from Google Maps in chat sessions. However,
this requires the use of embed maps URL, available from Google Maps, to embed
a Google map, such as: <iframe

src="https://www.google.com/maps/embed?pb=!1m18!1m12!1m3!1d2804.500978803945!
2

d-

75.90911198444678!3d45.3386984790996!2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!
3m3!1m2!1s0x4cd1fff1517da8a9%3A0xe6bc8a721e90f2a5!2sMitel+Networks!5e0!3m2!
1sen!2sus!4v1445531227487" width="600" height="450" frameborder="0" style="border:0"
allowfullscreen&gt;&lt;/iframe>
• SMS does not support embedded content.

The Say activity is available to Chat and SMS Inbound and Inqueue workflows.

To customize Say activity messages

1. Select the Say activity.

2. After Message, click ....
3. Type the content of the auto-response message and click OK.

In a chat session, the message will be said using the chat media server’s auto response
username or the chat queue’s username. In an SMS session, the message will be said using
the SMS media server's name or the SMS queue's phone number.

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4. Click Save.

5.4.7.2.18 Routing interactions with the Schedule

activity
The Schedule activity branches workflows based on date and time conditions, enabling a
workflow to respond to a business’ hours of operation.

For example, an administrator uses a Schedule activity to route chat messages arriving after
hours to an after-hours branch. Interactions following this branch receive a response indicating
that the contact center is closed and to send the chat again during business hours.

The Schedule activity is available to all Multimedia Contact Center workflows.

Applying branching conditions to the Schedule activity

The following procedures explain how to

• Route interactions by time of day

• Route interactions by day of the week
• Route interactions by date and holiday
• Modify schedule conditions
• Route interactions by schedule
• Import and export Schedule conditions
• Route interactions by grouped Schedule conditions

To route interactions by time of day

1. Right-click the Schedule activity and select Add a schedule condition.

2. Type a Name for the time condition.
3. Click Add, and, from the second drop-down list, select Time.
4. Click 00:00:00-00:00:00, specify the Start Time and End Time for the business
(hh:mm:ss), and click OK.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
7. Click Save.

To route interactions by day of the week

1. Right-click the Schedule activity and select Add a schedule condition.

2. Type a Name for the day of the week condition.

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3. Click Add and, from the second drop-down list, select DOW.
4. Click <Value>, select the days of the week the business is open, and click OK.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
7. Click Save.

To route interactions by date and holiday

1. Right-click the Schedule activity and select Add a schedule condition.

2. Type a Name for the date or holiday condition.
3. Click Add and, from the second drop-down list, select either Date or Holiday.
4. From the third drop-down list, select the date or holiday that the contact center is
closed and click OK.

Note:

Administrators may select ‘Reoccur every year’ for date conditions if the business is
regularly closed on that date.

5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
7. Click Save.

To modify Schedule conditions

1. Right-click the branch to modify and click Edit.

2. Change the branch as required.
3. To test the conditions, under Testing, select a date and time and click Test.
4. Click OK to create the branch, or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
5. Click Save.

To route interactions by schedule

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Note:

The default schedule conditions determine when Multimedia Contact Center executes
business hour workflows and after hour workflows. These conditions include the default
Monday to Friday, 9:00 AM to 5:00 PM schedule and the default 24/7 schedule. These
default Schedule conditions can be used as is or modified to suit specific hours of operation.
See also "Modifying default business hour schedules".

1. Right-click the Schedule activity and select Add a schedule condition.

2. Type a Name for the schedule condition.
3. Click Add and, from the second drop-down list, select Schedule.
4. From the third drop-down list, select a schedule.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch, or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
7. Click Save.

To import and export Schedule conditions

1. Right-click the Schedule activity and select Add a schedule condition.

2. Type a Name for the schedule condition.
3. To import schedule conditions, click the Import button, navigate to a *.csv file, and
click Open.
4. To export schedule conditions, click the Export button, navigate to a *.csv file, and
click Open.

Note:

• Conditions on a single line and separated by a comma are added to a single

branch.
• Conditions on multiple lines and separated by a comma are added to multiple
branches.

5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch, or click Add to add the current branch to the workflow
while leaving the dialog box open to create new branches.
7. Click Save.

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To route interactions by grouped Schedule conditions

• See "Grouping expressions".

5.4.7.2.19 Populating variables with the Set Variables

activity
The Set Variables activity takes values generated within a workflow, and populates variables with
this data for use later in the same workflow.

For example, an administrator configures a Set Variables activity to retrieve customer data from
incoming emails. This information is used in an Email activity’s template for automatic responses
to the customer.

The Set Variables activity is available to all Multimedia Contact Center workflows.

Populating the Set Variables activity with data

The following explains how to retrieve workflow data and use it to populate Set Variables
activities.

To populate the Set Variables activity with workflow data

1. Right-click the Set Variables activity and select Edit Variable Settings.
2. Type a Name for the activity and click Add.
3. Select a variable from the drop-down list and click OK.

To see a list of Multimedia Contact Center variables and their descriptions, go to 'Multimedia >
Variables'.
4. In the third column, either type a Value, an expression in Advanced Text, or select
Variable and select a variable from the drop-down list. If selecting a value, note that
options vary according to the variable selected. Advanced Text is only available with
certain variables.
5. Click OK.
6. To add a variable row, click Add. To delete a variable row, select the row and click
Delete.
7. Click Save.

5.4.7.2.20 Sending SMS with the SMS activity

The SMS activity sends SMS interactions from within a workflow to recipients via the SMS
Gateway connection configured in YourSite Explorer. For example, an administrator can use the
SMS activity to send auto-acknowledgement messages to inbound SMS interactions.

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SMS activity templates support text-based content. Template fields can be populated with
variables.

The SMS activity is available to all Multimedia Contact Center workflows.

To add an SMS template to an SMS activity

1. Select the SMS activity.

2. After SMS template, click ….
3. After From, click ….
4. Select an SMS Provider and click OK.
5. After To, type the dialable number or a variable containing the dialable number of the
SMS recipient.

Dialable numbers must not contain punctuation or special characters.

6. Type the body of the message.

The body can have up to 320 characters.

7. Click OK.
8. Click Save.

5.4.7.2.21 Executing subroutines with the Subroutine

activity
The Subroutine activity represents a set of workflow steps that can be inserted at any point
in a workflow or in multiple workflows. Editing the subroutine changes all instances of that
subroutine in workflows, enabling administrators to edit multiple workflows using a single point of
configuration. The Subroutine activity is an efficient means of replicating and configuring workflow
segments. For information on subroutines, see "Building subroutines".

The Subroutine activity is available to all Multimedia Contact Center workflows.

Note:

Go To activities nested in subroutines can have a target activity in either the subroutine or the
parent workflow.

Assigning subroutines to workflows

The following section explains how to

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• Assign subroutines to the Subroutine activity

• Assign variables to the Subroutine activity
• Expand subroutines in workflows

To assign a subroutine to the Subroutine activity

1. Right-click the Subroutine activity and click Assign….

2. Click the Subroutines tab, select a subroutine to assign and click .
3. Click Save.

To assign a variable to the Subroutine activity

Note:

Assigning a variable to the Subroutine activity requires first inserting and configuring an
activity on the Canvas capable of populating the variable.

1. Right-click the Subroutine activity and click Assign….

2. Click the Variable tab, select a variable to assign and click OK.

To see a list of Multimedia Contact Center variables and their descriptions, go to Multimedia >
Variables.
3. Click Save.

To expand a subroutine in a workflow

• Right-click the Subroutine activity and click Open….

Configuring parent workflow destinations for subroutine Go To activities

If a Go To activity is placed in a subroutine, it can route contacts to the parent workflow to

which the subroutine is assigned by setting its destination as ‘Go To Parent Workflow’. A target
destination must be set on the Subroutine activity to set where the contacts are routed to in the
Parent workflow.

To configure a parent workflow destination for a subroutine Go To activity

1. In the parent workflow, select the Subroutine activity.

2. In the Properties, after Target Activity select the activity to which the subroutine Go
To activity returns contacts from the drop-down list.

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3. Click Save.

5.4.7.2.22 Ending workflows with the Terminate

Workflow activity
The Terminate Workflow activity ends a workflow at any stage.

For example, an administrator uses a Terminate Workflow activity to end an Inqueue workflow
once an interaction requires no further routing to an agent.

The Terminate Workflow activity requires no configuration. Administrators can optionally provide
the activity with a name and system name. See "Naming activities and branches" for more
information.

The Terminate Workflow activity is available to all Multimedia Contact Center workflows.

5.4.7.2.23 Routing interactions with the To activity

Note:

Email routing to blind-copied queues is not supported.

The To activity checks the 'To:' and 'Cc:';fields of inbound emails or the "To:' field of inbound
SMS messages. The activity performs actions based on specified branching conditions.
Administrators can specify whether the To activity checks one or all of the above fields for email
and administrators can define multiple addresses for SMS;messages.

For example, an administrator configures the To activity to route an email to the Sales queue if
the email contains ‘[email protected]’ in its To: or Cc:;field.

The To activity is available to all Email workflows.

5.4.7.2.24 Routing interactions with the Transfer

activity
The Transfer activity directs inbound messages to queues and queue groups. Administrators can
configure the activity to dynamically route messages, either using the <<DestinationQueues>>
variable or by routing according to database lookups For example, an administrator configures
the workflow to query a database containing customer statuses. Based on the results of this
query, the Transfer activity transfers Platinum customers to a priority queue.

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By default, Transfer activities added to an email Inbound workflow have the

<<DestinationQueues>> variable set as a destination. This variable instructs the Transfer
activity to compare all addresses in the To and CC fields of the inbound email to the email
addresses configured for contact center’s email queues. A copy of the email is transferred to
queues matching the addresses in the To or CC fields of the inbound email. For information on
associating email addresses to queues, see "Configuring general multimedia queue information".

Note:

If your contact center will be transferring emails between mail servers, ensure that all aliases
are entered on the mail server page. For more information about adding aliases to the mail
server, see "Configuring SMTP connections to Multimedia Contact Center".

If you use a destination other than the <<DestinationQueues>> variable in an email Inbound
workflow, the email will be transferred according to the configured destination and will ignore the
email addresses in the To and CC fields of the email.

The Transfer activity is available to Inbound workflows for all media types.

5.4.7.2.25 Routing interactions with the Variable

Compare activity
The Variable Compare activity routes interactions through workflow branches by comparing
information, stored in either custom or system variables, against specified conditions.

For example, an administrator uses the Variable Compare activity to filter and prevent automatic
email responses from reaching a queue. The Variable Compare activity compares a variable
for automatic responses against an email’s Subject line. If ‘Automatic Reply’ or ‘Out of Office’ is
present in the Subject line, the email follows a branch configured to receive junk emails. If neither
is present, the email follows the No Match branch and continues through the workflow.

The Variable Compare activity is available to all Multimedia Contact Center workflows.

5.4.8 Enabling mixed model routing

In mixed model routing agents pick interactions out of queue, but items in queue that remain
unpicked for a specified time are pushed to agents’ Inboxes.

Enabling a mixed model requires administrators first to configure two agent groups, each
containing the same agents. Administrators must then add two Offer to Agent Group activities,
one after the other, to the Workflow Canvas. One of the agent groups is assigned to each activity.
The first Offer to Agent Group activity enables a pick routing model, and allows overflow to a

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secondary agent group. The second Offer to Agent Group activity enables a push routing model,
and does not allow overflow. When interactions overflow from the first Offer to Agent Group
activity to the second, they overflow to an agent group with the same agents and are pushed to
the agents’ Inboxes.

For example, Support agents pick the emails they handle, but their supervisor wants to push
emails waiting in queue over 30 minutes to the agents’ Inboxes. The administrator creates
one agent group, called Support Group 1, containing the contact center’s Support agents. The
administrator then creates a second agent group, called Support Group 2, containing the same
Support agents.

The administrator adds an Offer to Agent group activity to the workflow and assigns it Support
Group 1. The activity is configured to follow a pick model and to overflow emails waiting longer
than 30 minutes in queue. The administrator adds the second Offer to Agent group activity,
configures it to follow a push routing model, disables overflow, and assigns Support Group 2.
If emails remain unpicked in the Support queue for more than 30 minutes, they overflow to the
same Support agents and are pushed to the Inboxes of available agents.

The following procedures explain how to enable mixed routing models. For information on
creating agent groups, see "Adding agent groups".

To enable a mixed routing model

1. Place an Offer to Agent Group activity on the Canvas and click Properties.
2. Deselect the Push Items to Agent check box.
3. After Answering Agent Group, click the drop-down and select Agent Group.
4. Select the agent group to handle interactions and click OK.
5. After Overflow Time, type the time interactions wait in queue before the Overflow
branch is followed and a push routing model begins.

Note:

Ensure ‘Do Not Allow Overflow’ is not selected.

6. Place a second Offer to Agent Group activity on the Canvas and, in the Properties
pane, select the Push Items to Agent check box.
7. After Answering Agent Group, click the drop-down and assign the second agent
group to handle interactions.

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Note:

This group must contain the agents that are in the first agent group, assigned above.

8. Select Do Not Allow Overflow and set the Overflow Time to 00:00:00.
9. Click Save.

5.4.9 Populating screen pops with workflow variables

When an interaction is processed through a workflow, administrators can populate URLs or
executable files with variables. These URL and executable files, and the variable information they
contain, can be passed to agents in the form of a screen pop. Workflow-generated screen pops
display when agents select ringing interactions in Ignite.

Any variable available to the workflow’s media type, which also contains the ‘Send to Agent’s
desktop’ check box, can populate a workflow screen pop with information. Populating URLs and
executable files with workflow variables enables administrators to customize screen pops on a
queue-by-queue basis.

For example, an administrator can configure a workflow to query a database and retrieve
a customer’s name and account history. When the interaction rings in the agent’s Inbox, a
web page pops on the agent's desktop, displaying the customer's information. The agent is
immediately able to provide personalized, informed service.

Administrators must provide webcodes and servers for URLs and the executable codes behind
executable files. URLs must include 'http://' in the URL string.

Executable files may prompt a Windows security warning on client desktops before popping.
Administrators may disable this security setting in the current browser they are using. See your
internet browser documentation for more information.

Note:

• Agents using Ignite (WEB) may need to disable pop-up blockers for the Ignite URL
in order for screen pops to display .
• Ignite (WEB) supports URL screen pops only. Executable file screen pops are not
supported.
• If Contact Center Client and Ignite are used on the same agent desktop and
screen pops are populated with workflow variables in voice, email, chat, SMS, and
open media, then administrators should disable Contact Center Screen Pop in
Contact Center Client. For information on enabling and disabling Contact Center
Screen Pop, see the MiContact Center Business User Guide.

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• If Contact Center Client and Ignite are used on the same agent desktop and
screen pops are populated with workflow variables in voice, email, chat, SMS, and
open media, then Administrators should disable toaster notifications in Contact
Center Client. This prevents screen pops and toaster notifications from Contact
Center Client and Multimedia Contact Center from appearing on an agent’s
monitor at the same time.

To populate a screen pop with a workflow variable

1. Click Multimedia > Variables and select the ScreenPopOnRinging variable.

2. Select Send to agent Desktop.
3. Click Workflows and, in an Inbound or Inqueue workflow, place a Set Variables
activity on the Workflows Canvas.

Note:

If values change after a screen pop has been sent to an agent’s desktop, the screen
pop will not refresh. We therefore recommend placing the Set Variables activity in close
proximity to the Offer to Agent Group activity. This provides optimally current values and
helps prevent the screen pop’s value from being overwritten by another variable query in
the workflow.

4. Right-click the Set Variables activity and select Edit Variable Settings.
5. Click Add and, from the <Select a variable> drop-down list, select
ScreenPopOnRinging.
6. Click <Value> and, in the Value tab, enter a complete URL string or the path to an
executable file.

Note:

The paths to executable files must be accessible to any clients who require its use. For
example, administrators can place the file on a network share.

7. To populate a web page screen pop with variable information, insert the variable’s
name between double angle brackets where applicable in the URL string.

For example, <<DestinationQueueName>>.

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8. Click OK to close the variable dialog box and click OK to return to the workflow.
9. Click Save.

5.4.10 Multimedia Contact Center default workflows

MiContact Center Business includes a number of default workflows. These workflows are based
on common business scenarios and demonstrate how administrators can route email, chat, SMS,
and open media from customers to the agents best suited to respond. These default workflows
are generated by the system once media servers and queues are created. The workflows are
located in Multimedia Contact Center’s Media servers and Queues panes, under the routing tabs,
and can be modified according to the contact center’s business needs.

Multimedia Contact Center includes the following default workflows

• Default Email Inbound

• Default Email Inqueue
• Default Chat Inbound
• Default Chat Inqueue
• Default Chat Response
• Default SMS Inbound
• Default SMS Inqueue
• Default Open Media Inbound
• Default Open Media Inqueue

The following sections summarize the default workflows and explain how they operate. For ease
of understanding, we recommend expanding the entire workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To expand all annotations

• Right-click the workflow and select Annotations… > Show All.

5.4.10.1 Customizing the default workflows

To create customized versions of these workflows, we recommend modifying the default
workflows. To create multiple workflows of the same type, multiple copies of the default workflows
can be made and reconfigured. See "Copying workflows".

Each default workflow requires additional configurations to get up and running. For information
on configuring the workflow activities to suit the contact center, follow the cross-references
throughout each summary.

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Note:

Inbound Email workflows must contain either a Transfer, a Junk Email, or a No Reply Email
activity. If they do not, email interactions will remain in system storage, using system memory
and causing performance issues.

The following requirements are shared among default workflows. Administrators must

• Validate the workflow and activity configuration and correct any errors detected

See "Validating workflows".

• Associate Inbound and, optionally, Response workflows to a server

See "Associating workflows to media servers".

Note:

Inbound workflows modified from the Inbound Routing tab of the Media servers pane and
Response workflows modified from the;Response Routing tab are already associated to
that media server.

• Associate Inqueue workflows to at least one queue

See "Associating workflows to queues".

Note:

Inqueue workflows modified from the Routing tab of the Queues page are already
associated to that queue.

5.4.10.2 Default Email Inbound workflow

This workflow instructs Multimedia Contact Center to route inbound emails to appropriate
queues. Administrators can specify the queues to which inbound emails are directed and can
prevent automatic reply messages from reaching the queue. This default Email Inbound workflow
provides a template for efficiently routing inbound email interactions to the appropriate queues.

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To further illustrate the workflow’s activities and their operations, we recommend expanding the
entire workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To expand all annotations

• Right-click the workflow and select Annotations… > Show All.

Description

The first step in the workflow is a;Variable Compare activity. This activity is configured to stop
automatic responses from reaching the queue. The Variable Compare activity checks an
incoming email’s Subject line. If the Subject line contains ‘Automatic Reply’, or ‘Out of Office’,
but does not contain ‘RE,’ the email follows a branch for the matched condition identifying the
email as ‘auto response’. A No Reply Email activity marks the email as requiring no reply, and a
Terminate activity stops the workflow so that the email is not directed to a queue. This prevents
automatic reply messages from bouncing back and forth between a customer’s email account
and the email media server. You can modify or add to these ‘auto response’ conditions based
on responses received by agents. To configure the Variable Compare activity to branch emails
based on a different set, or an additional set, of conditions, see "Routing contacts with the
Variable Compare activity".

If the email’s Subject line contains neither Automatic Reply nor Out of Office, the email follows a
branch with activities routing emails to appropriate queues. In this default workflow, the branch is
named ‘Email is not an Auto Response’.

This branch contains a Transfer activity. By default, the destination of this activity is set to the
<<DestinationQueues>> variable, which compares all addresses in the To and CC field of
incoming email to existing queue email addresses. For example, emails directed to the Sales
branch would be transferred to the Sales queue, and emails directed to the Support branch
would be transferred to the Support queue. Emails failing to transfer to a queue follow the Failure
branch. We recommend administrators configure the Failure branch with activities so that a
course of action is taken if a transfer fails. Emails transferred to the appropriate queue follow the
Success branch. Once an email is transferred to the appropriate queue, a Terminate activity ends
the Email Inbound workflow, and the Email Inqueue workflow executes. To configure the Transfer
activity to direct emails to queues and queue groups in the contact center, see "Routing contacts
with the Transfer activity".

The default workflow ends with three activities designed to notify administrators when emails are
not successfully routed.

The first is an Email activity. Inbound emails reaching this activity have failed to reach a queue.
For example, an email might reach this activity if the address in the email’s To: field was not
recognized by the system. The Email activity is intended to notify an administrator that an
interaction failed to reach a queue. To configure the Email activity with the administrator’s email
address and to assign the Email activity to an SMTP server, see "Enabling mixed model routing".

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The second is a Transfer activity. We recommend configuring this Transfer activity with a
destination to receive emails not successfully routed to a queue. For example, an administrator
can specify their email address as the Transfer activity’s destination. See "Routing contacts with
the Transfer activity".

The third is another Email activity, nested in the Transfer activity’s Failure branch. This Email
activity contains a message indicating that the final routing activity in this workflow has failed
and that the interaction can be reviewed as a Failed item in Ignite. To configure the Email activity
with an administrator’s email address and to assign the Email activity to an SMTP server, see
"Sending emails with the Email activity". See also "Rerouting Failed emails".

Note:

<<WorkflowName>> indicates a variable populated by the workflow’s name as

configured in YourSite Explorer. For a list of Multimedia Contact Center variables, go to
MultimediaVariables. For information on renaming the workflow, see "Naming workflows".

5.4.10.3 Default Email Inqueue workflow

This workflow is executed once an inbound email is transferred to a queue. The workflow
offers the email to agents within a primary agent group or, if necessary, overflow agent groups.
Administrators can specify the first and any subsequent agent groups to be offered interactions.
This default Email Inqueue workflow provides a template for efficiently routing emails to the
agents best suited to answer them.

To further illustrate the workflow’s activities and their operations, we recommend expanding the
entire workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To expand all annotations

• Right-click the workflow and select Annotations… > Show All.

Description

The first step in the workflow is a Schedule activity. The Schedule activity contains a Business
Hours and an After Hours branch. If an email hits the queue from Monday to Friday between 9:00
AM and 5:00 PM, the Business Hours branch is followed. If an email is received after business

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hours, the After Hours branch is followed. To configure the Schedule activity with the contact
center’s business hours, see "Routing contacts with the Schedule activity".

The Business Hours and After Hours branches contain Email activities programmed with a
dedicated auto response message. The subject line of the Business Hours branch contains ‘Auto
Response [<<CaseIdPrefix>><<CaseId>> <<TicketIdPrefix>><<TicketId>>]’. The subject line
of the After Hours branch contains ‘After Hours Auto Response [<<CaseIdPrefix>><<CaseId>>
<<TicketIdPrefix>><<TicketId>>]’. This populates the email subject line with the customer’s case
and ticket number and indicates that the message is an automatic response. By default, each
Email activity’s template is set with the From field to <<QueuePrimaryEmailAddress>>, which
uses the queue’s primary email address in responses. For more information on email queue
email addresses, see "Configuring general settings for multimedia queues".

Note:

Emails will not be sent by the email activity if the <<To>> variable is used in the From field
and an inbound email that is addressed to multiple queues arrives in the workflow.

Customers emailing during business hours receive a response message saying 'Hello
<<From>>, Thank you for your email. We have received your message and it is being handled by
one of our agents. Please expect a reply shortly. Thank you'. Customers emailing after business
hours receive a response message saying 'Hello << From>>, You’ve contacted us outside our
regular hours of operation. Please expect a response during our regular business hours. Thank
you'. To configure custom response messages for these branches and to connect the activity to
an SMTP server, see "Sending emails with the Email activity".

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Note:

• <<From>> indicates a variable populated by the name appearing in the customer’s

email address. For a list of Multimedia Contact Center variables, go to Multimedia
> Variables.
• The <<CaseIdPrefix>>, <<CaseId>>, <<TicketIdPrefix>>, and <<TicketId>>
variables are only populated if the email media server has been configured to send
case and ticket number information. See "Configuring Advanced options for media
servers" for more information.
• To include Case and Ticket number prefixes in auto-responses from the Email
activity, insert the <<CaseIdPrefix>> variable before the <<CaseId>> variable, and
insert the <<TicketIdPrefix>> variable before the <<TicketId>> variable.
• Each time an email arrives in an Inqueue workflow, an auto-acknowledgment
email is sent to the customer. To prevent multiple identical auto-acknowledgment
messages when emails move between queues, you can tailor the auto-
acknowledgment messages to be queue specific or remove the Business Hours
Auto Response Email activity and place Email activities with similar messages
in the Inbound workflow before the Transfer activities to each queue. For more
information, see "Default Email Inbound workflow".

The first activity in this workflow is an Offer to Agent Group activity. This activity offers the
interaction to a specified agent group, in this example named ‘Offer to Primary Agent Group’. If
an agent in the primary agent group is available to receive an email, the Agent Available branch
is followed. An Offer to Agent activity sends the email to an agent’s Inbox. The system evaluates
which available agents have the highest skill level and, of these, pushes the email to the agent
longest idle. If the email is successfully offered to an agent, the Success branch is followed and
a Terminate activity ends the Inqueue workflow. If the system cannot offer the email to an agent,
or if an agent does not accept the interaction, then the Failure branch is followed. A Go To activity
nested in the Failure branch loops back to the Offer to Agent Group activity and the system
searches again for an available agent in the group. If an agent or supervisor picks the email
from the queue, the Completed branch is followed and a Terminate activity ends the workflow. To
specify agent groups to be offered emails for the queue, see "Routing contacts with the Offer to
Agent Group activity". For information on configuring push, pick, or mixed routing models, see
"Configuring routing options for offering contacts to agent groups", and "Enabling mixed model
routing". To specify a different end point for the Go To activity, see "Routing contacts using the Go
To activity".

If agents in the primary agent group are not available, emails sitting in queue for five minutes
follow the Overflow branch. Now the system searches for available agents in the second Offer
to Agent Group activity, named ‘Offer to Overflow Agent Group 1’ in this example. The process
repeats itself, and emails are overflowed to the third and fourth Offer to Agent Group activities if

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an available agent cannot be found in the first overflow agent group. The fourth and final Offer to
Agent Group activity is configured to disallow overflow. This is to prevent emails from failing to
route to an agent group, in the event that an agent in the final Offer to Agent Group activity is not
available. Verify that, for the final Offer to Agent Group activity, the ‘Do Not Allow Overflow’ check
box is selected in the Properties pane.

To disallow all overflow, delete the second, third, and fourth Offer to Agent Group activities from
the workflow and follow the instructions on disabling overflow in "Configuring routing options for
offering contacts to agent groups". See this procedure also to maintain overflow but to adjust the
Overflow Time.

Note:

The default workflow does not make use of the Interval branch. For more information on this
branch, see "Configuring routing options for offering contacts to agent groups".

5.4.10.4 Default Chat Inbound workflow

This workflow instructs Multimedia Contact Center how to route inbound chat requests to the
appropriate chat queues. By default, this workflow uses the <<DestinationQueue>> variable
to route chats to the appropriate queues during business hours. Outside business hours,
interactions receive an automated response informing them that the contact center is unavailable.

To better illustrate the workflow’s activities and operations, we recommend you expand the
workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To show all annotations

• Right-click the workflow select Annotations… > Show all.

Description

The first activity in this workflow is a Transfer activity. This activity is configured to route chats
using the <<DestinationQueues>> variable, which is filled automatically when either a queue
is selected from the drop-down list in the chat request page or when a customer uses the chat
queue’s Public URL to start a chat session. If the transfer is successful, the chat is sent to
the destination queue and a Terminate activity ends the workflow. If the transfer fails, the chat
request is sent down the Failure branch.

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The next activity in the workflow is an Email activity. If the transfer failed, this activity sends an
email to an administrator to notify them that an emergency routing has occurred for a chat. This
activity must be have an SMTP server added to it. The email’s template must also be altered
for sender and destination. The template may be customized, but changing the variables within
the template is not recommended. For more information on configuring the Email activity, see
"Sending emails with the Email activity".

This activity is followed by a Transfer activity. This activity is intended to transfer chats that do
not route correctly by <<DestinationQueue>> to be routed to a specified chat queue. This activity
requires that a destination queue be selected. For more information on configuring a Transfer
activity, see "Routing contacts with the Transfer activity". The Success branch of this activity
contains a Terminate activity that ends the workflow.

The Failure branch contains an Email activity that sends another email to the administrator,
indicating that the final routing activity in this workflow has failed and that the interaction can be
reviewed as a Failed item in Ignite. The template must have a destination added. The template
may be customized, but changing the variables within the template is not recommended. For
more information on configuring the Email activity, see "Sending emails with the Email activity".

The failed chat session is then routed to the final activity of the workflow, a Terminate activity,
which ends the workflow.

5.4.10.5 Default Chat Inqueue workflow

This workflow is executed when an inbound chat is transferred to a queue. This workflow offers
the chat session to idle agents within the primary agent group or, if necessary, an overflow agent
group. You can specify the first and any subsequent agent group(s) to be offered the interaction.
This default Chat Inqueue workflow provides a template for efficiently routing chat sessions to the
agents best suited to handle them.

To better illustrate the workflow’s activities and operations, we recommend you expand the
workflow and show all annotations.

To expand the workflow

• Click the Expand All button.

To show all annotations

• Right-click the workflow and select Annotations... > Show all.

Description

The first activity in the Chat Inqueue workflow is a Schedule activity. The schedule activity
contains a Business Hours and an After Hours branch. If a chat arrives in queue from Monday
to Friday between 9:00 AM and 5:00 PM, the Business Hours branch is followed. If a chat is
received after business hours, the After Hours branch is followed. To configure the Schedule

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activity with the contact center’s business hours, see "Routing interactions with the Schedule
activity".

The After Hours branch contains a Say activity programmed with a dedicated auto-response
message. The Say activity sends a greeting to the interaction that states: “Hello, and thank you
for contacting us. Our chat queues are currently closed. Please try again during our regular
business hours. Thank you.” To reconfigure the Say activity’s message, see "Responding to
interactions with the Say activity". The next activity in the After Hours branch is an End Session
activity, which ends the chat session with the interaction. The branch continues to a Terminate
workflow activity, which ends the workflow.

The Business Hours branch contains a Say activity. The Say activity sends a greeting to the
interaction that states: “One moment while we check for an available agent.” To reconfiguring the
Say activity’s message, see "Responding to interactions with the Say activity".

The next activity in this workflow is the Offer to Agent Group activity. This activity offers the chat
session to the configured agent group for the activity, in this example named ‘Primary Agent
Group’. After you configure this activity with an agent group, it will offer the chat to that group first.
An agent group must be associated to the activity. To specify agent groups to be offered chat
sessions for the queue, see "Routing interactions with the Offer to Agent Group activity".

Note:

The default workflow does not make use of the Interval branch. For more information on this
branch, see "Routing interactions with the Offer to Agent Group activity".

If there are available agents in the primary agent group, the chat request is routed to the
Agent Available branch. This branch contains an Offer to Agent activity that sends the chat to
the agent’s Ignite client. The system evaluates which available agents have the highest skill
level and, of these, pushes the chat to the agent who has been the longest idle. If the chat is
successfully offered to the agent, the Success branch is followed and a Terminate activity ends
the Inqueue workflow. If it fails to be offered to an agent, it is routed to the Failure branch which
contains a Go To activity that loops back to the Offer to Agent Group activity and the system
searches for another available agent in the group.

If the overflow timer for the Offer to Primary agent group activity is exceeded, the chat session is
routed down the Overflowed branch to the next Offer to Agent Group activity.

By default, the Overflow Time in the Properties pane is set to 5 minutes. If you do not want to
direct chats to an overflow group, set the Offer to Agent Group’s Overflow Timer to 0, select the
‘Do Not Allow Overflow’ check box, and delete the following Offer to Agent Group activities. For

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more information on modifying the overflow timer, see "Routing interactions with the Offer to
Agent Group activity".

If the chat session is removed while sitting in queue before reaching an agent, the Completed
branch is followed and a Terminate activity ends the workflow.

The next three activities in this workflow are Offer to Agent Group activities. There are three
Offer to Agent Group activities in the workflow, the agent groups configured with each activity
functioning as 1st to 3rd Overflow groups. These activities are identical in configuration to the
first Offer to Agent Group activity. The third and final Offer to Agent Group activity is configured
to prevent overflow, preventing chats from failing to route to an agent group. These activities
can be safely deleted from the workflow, if desired. The fourth and final Offer to Agent Group
activity is configured to prevent overflow, preventing chats from failing to route to an agent group.
Verify that the ‘Do Not Allow Overflow’ check box is selected in the Properties pane and that the
Overflow Time is set to 0:00:00.

5.4.10.6 Default Chat Response workflow

The default chat response workflow runs after a chat session has been terminated. It confirms
if the chat queue is configured to send transcripts and, if so, emails the transcript to the email
address entered by the customer when filling out the chat request form.

To further illustrate the workflow’s activities and operations, we recommend you expand the
workflow and show all annotations.

To expand the workflow

• Click the Expand All button.

To show all annotations,

• Right-click the workflow select Annotations… > Show all.

Description

The first step in this workflow is a Variable Compare activity. This activity checks to see if the chat
queue is configured to send transcripts. If it is, it routes down the “Queue is configured to send
transcript” branch. If it is not configured to send transcripts, the workflow routes down the “Queue
is not configured to send transcript” branch, which continues directly to the Terminate activity at
the end of the workflow.

The “Queue is configured to send transcript” branch contains an Email activity. This activity is
configured with the variables required to send the transcript back to the customer. The template
may be customized, but changing the variables within the template is not recommended. This
activity requires the assignment of a SMTP server. For information on configuring the Email
activity, see "Sending emails with the Email activity".

The final step in the workflow is a Terminate activity. This activity completes the workflow.

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5.4.10.7 Default SMS Inbound workflow

This workflow instructs Multimedia Contact Center how to route inbound SMS interactions to the
appropriate SMS queues. By default, this workflow uses the phone number of SMS queues to
route SMS interactions to the appropriate queues.

To better illustrate the workflow’s activities and operations, we recommend you expand the
workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To show all annotations

• Right-click the workflow and select Annotations… > Show all.

Description

The first activity in this workflow is a Transfer activity. The activity is configured to route SMS
interactions using the <<DestinationQueues>> variable, which is filled in automatically with the
phone number the SMS interaction used and is compared to the phone numbers of the SMS
queues. If the transfer is successful, the SMS interaction is sent to the destination queue and a
Terminate activity ends the workflow. If the transfer fails, the SMS;interaction is send down the
Failure branch.

The Failure branch continues to an Email activity. If the transfer failed, this activity sends an email
to an administrator to notify them that the Transfer activity failed to route and that the interaction
can be reviewed as a Failed item in Ignite. The template must have a destination added to it
and the Email activity must have an SMTP server added to it. The template may be customized,
but changing the variables within the template is not recommended. For more information on
configuring the Email activity, see "Sending emails with the Email activity".

The next activity in the branch is a Transfer activity. This activity is intended to transfer SMS
interactions that do not route correctly by <<DestinationQueues>> to be routed to a specified
SMS queue. This activity requires that a destination queue be selected. For more information
on configuring a Transfer activity, see "Routing contacts with the Transfer activity". The Success
branch of this activity contains a Terminate activity that ends the workflow.

The Failure branch continues to a Terminate Workflow activity, which ends the workflow.

5.4.10.8 Default SMS Inqueue workflow

This workflow is executed once an inbound SMS interaction is transferred to a queue. The SMS
interaction is offered to agents within a primary agent group or, if necessary, overflow agent
groups. Administrators can specify the first and any subsequent agent groups to be offered
interactions. This default SMS Inqueue workflow provides a template for efficiently routing SMS
to the agents best suited to answer them.

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To further illustrate the workflow’s activities and their operations, we recommend expanding the
entire workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To expand all annotations

• Right-click the workflow and select Annotations… > Show All.

Description

The first step in the workflow is a Schedule activity. The schedule activity contains a Business
Hours and an After Hours branch. If a SMS arrives in queue from Monday to Friday between 9:00
AM and 5:00 PM, the Business Hours branch is followed. If a SMS is received after business
hours, the After Hours branch is followed. To configure the Schedule activity with the contact
center’s business hours, see "Routing interactions with the Schedule activity".

The After Hours branch contains a Say activity programmed with a dedicated auto-response
message. The Say activity sends a greeting to the interaction that states: “Hello, and thank you
for contacting us. Our SMS queues are currently closed. Please try again during our regular
business hours. Thank you.” To reconfigure the Say activity’s message, see "Responding to
interactions with the Say activity". The next activity in the After Hours branch is an End Session
activity, which ends the SMS session with the interaction. The branch continues to a Terminate
workflow activity, which ends the workflow.

The Business Hours branch routes to an Offer to Agent Group activity. This activity offers the
interaction to a specified agent group, in this example named ‘Offer to Primary Agent Group.
After you configure this activity with an agent group, it will offer the SMS interaction to that group
first. An agent group must be associated to the activity. To specify agent groups to be offered for
the queue, see "Routing interactions with the Offer to Agent Group activity".

Note:

The default workflow does not make use of the Interval branch. For more information on this
branch, see "Routing interactions with the Offer to Agent Group activity".

If an agent in the primary agent group is available to receive an SMS, the Agent Available branch
is followed. This branch contains an Offer to Agent activity that sends the SMS interaction to
the agent’s Ignite client. The system evaluates which agents have the highest skill level and,
of these, pushes the SMS interaction to the agent who has been idle the longest. If the SMS

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interaction is successfully offered to an agent, the Success branch is followed and a Terminate
activity ends the Inqueue workflow. If it fails to be offered to an agent, it is routed to the Failure
branch, which contains a Go To activity that loops to the Offer to Agent Group activity and the
system searches for another available agent in the group.

If the overflow timer for the Offer to Agent Group activity is exceeded, the SMS activity is routed
down the Overflowed branch to the next Offer to Agent Group activity. By default, the Overflow
Time in the Properties pane is set to 1 hour. If you do not want to direct SMS interactions to an
overflow group, set the Offer to Agent Group’s Overflow Timer to 0, select the ‘Do Not Allow
Overflow’ check box, and delete the following Offer to Agent Group activity. For more information
on modifying the Overflow Timer, see "Routing interactions with the Offer to Agent Group
activity".

If the SMS session is removed while sitting in queue before reaching an agent, the Completed
branch is followed and a Terminate activity ends the workflow.

The next activity in this workflow is an Offer to Agent Group activity. This activity offers SMS
interactions to the overflow agent group. This activity is identical in configuration to the first Offer
to Agent Group, except that it is configured to prevent overflow, preventing SMS from failing
to route to an agent group. Verify that the ‘Do Not Allow Overflow’ check box is selected in the
Properties pane and that the Overflow Time is set to 0:00:00.

5.4.10.9 Default Open Media Inqueue workflow

This workflow is executed once an inbound open media item is transferred to a queue. The
workflow offers the open media item to agents within a primary agent group or, if necessary,
overflow agent groups. Administrators can specify the first and any subsequent agent groups
to be offered interactions. This default Open Media Inqueue workflow provides a template for
efficiently routing open media items to the agents best suited to answer them.

To further illustrate the workflow’s activities and their operations, we recommend expanding the
entire workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To expand all annotations

• Right-click the workflow and select Annotations… > Show All.

Description

The first (and only) activity in the default workflow is an Offer to Agent Group activity, in this
example named ‘Offer to Primary Agent Group’. This activity offers the interaction to a specified
agent group. If an agent in the primary agent group is available to receive an open media item,
the Agent Available branch is followed. An Offer to Agent activity sends the open media item to
an agent’s Inbox. The system evaluates which available agents have the highest skill level (this

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only occurs, if skill-based routing is enabled on the agent group) and, of these, pushes the open
media item to the agent longest idle. If the open media item is successfully offered to an agent,
the Success branch is followed and a Terminate activity ends the Inqueue workflow. If the system
cannot offer the open media item to an agent, or if an agent does not accept the interaction, then
the Failure branch is followed. A Go To activity nested in the Failure branch loops back to the
Offer to Primary Agent Group activity and the system searches again for an available agent in the
group.

If the overflow timer for the Offer to Primary agent group activity is exceeded, the open media
item is routed down the Overflowed branch to the next Offer to Agent Group activity. For more
information on the overflow timer, see "Routing interactions with the Offer to Agent Group
activity".

If an agent or supervisor picks the open media item from the queue, the Completed branch is
followed and a Terminate activity ends the workflow.

Note:

The default workflow does not make use of the Interval branch. For more information on this
branch, see "Configuring routing options for offering interactions to agent groups".

5.4.10.10 Default Open Media Inbound workflow

This workflow instructs Multimedia Contact Center how to route inbound open media items to the
appropriate open media queues.

To better illustrate the workflow’s activities and operations, we recommend you expand the
workflow and all annotations.

To expand the workflow

• Click the Expand All button.

To show all annotations

• Right-click the workflow and select Annotations… > Show All.

Description

The first activity in this workflow is a Transfer activity, in this example named ‘Transfer to Queue’.
This activity offers the interaction to a queue. If the interaction is successfully accepted into

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a queue, the Success branch is followed and a Terminate activity ends the workflow. If the
interaction is not accepted by the queue, then the Failure branch is followed.

The next activity in the workflow is an Email activity, which sends an email to an administrator
to notify them that the first attempt at routing the interaction has failed. This activity must
have an SMTP server added to it. The email’s template must also be altered for sender and
destination. The template may be customized, but changing the variables within the template is
not recommended. For more information on configuring the Email activity, see "Sending emails
with the Email activity".

This activity is followed by a Transfer activity, in this example named ‘Transfer to Routing
Failure Destination’. This activity is intended to transfer open media items that did not route
correctly to a specified open media queue. Transfer to Queue activity is configured to use the
<<OpenMediaDestinationQueue>> variable. <<OpenMediaDestinationQueue>> variable is
automatically filled in when a Queue is specified in the POST Open Media API that creates a
new open media item to be routed. For more information on configuring a Transfer activity, see
""Routing interactions with the Transfer activity". The Success branch of this activity contains a
Terminate activity that ends the workflow. If the open media item fails to route to the destination
queue, it follows the Failure branch, where an Email activity, in this example named ‘Final Email
Warning’ sends a second email to the administrator advising them of the routing failure.

5.5 Managing Ignite

Administrators can manage Ignite to improve agent experiences and productivity.

To manage Ignite, administrators can

• Add items to and clear items from Ignite’s global spell checking dictionary
• Configure bounced email detection settings
• Configure maximum email message size
• Accessing diagnostics reports sent from Ignite (WEB)

5.5.1 Adding items to Ignite's global spell checking

dictionary

Note:

The following pertains to email only.

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Administrators can configure Ignite's global dictionary to include words that are used by agents
across your contact center but are not included in the default dictionary. Examples include
product names and services.

Adding items to Ignite’s global dictionary eliminates the need for each agent to add these words
to their local dictionary while ensuring agents spell the words correctly.

For information on adding items to Ignite’s global dictionary, consult the following Knowledge
Base article: https://mitel.custhelp.com/app/answers/answer_view/a_id/1002633/loc/en_US.

5.5.2 Configuring bounced email detection settings

Note:

You must use SSL to send emails in order to fully support bounce detection settings.

Ignite can be configured to filter bounced emails and either automatically junk them or place them
in:

• DESKTOP - the Auto Replies/Failed Delivery subfolder (contained in the Failed folder)
of the agent who last handled the email and the global failed route folder (where
supervisors can view and process bounced emails when agents are absent).
• WEB - the Inbox of the agent who last handled the email and History > Failed (where
supervisors can view and process bounced emails when agents are absent).

Emails are considered bounced if:

• The email recipient had a vacation or out of office response configured

• The email recipient had no more space in their mail box
• The message to be delivered to the recipient was delayed by the mail server
• Some of the addresses in the delivery list (To, CC, BCC) were invalid

This applies only when the contact center mail server is configured to operate in SSL mode

For configuration setting details, see the following Mitel Knowledge Base article: https://
mitel.custhelp.com/app/answers/answer_view/a_id/1000650/loc/en_US.

5.5.3 Configuring maximum email message size

Maximum email message size can be configured on your system to provide visibility to contact
center agents and supervisors when they attempt to send oversized emails. Size restriction
settings are applied globally to all of your mail servers so must be set to meet the requirements

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of the mail server with the lowest supported message size. When set accurately, and an agent
attempts to send an oversized email, an error message displays and they are given the option of
editing the email size and resending.

For configuration setting details, see the following Mitel Knowledge Base article: https://
mitel.custhelp.com/app/answers/answer_view/a_id/1000649/loc/en_US.

Note:

You must use SSL to send emails in order to fully support maximum email message size
setting associated behavior.

5.5.4 Accessing diagnostics reports sent from Ignite

(WEB)
Administrators can access diagnostics reports sent from Ignite. Employees can report specific
issues, and Ignite can be automated to send continuous information to the Enterprise Server.

Note:

You may experience higher than normal bandwidth use, depending on the number of agents
enabling continuous logging from Ignite.

A single file is created per employee. Additional reports append to this file. Reports contain log
lines from employees’ browsers and, for on-demand reports, any details added.

To access diagnostics reports from Ignite (WEB)

• On the Enterprise Server, navigate to <installation drive>:\Mitel\MiContact Center

\Logs\Clients and select a file.

5.6 Fax and Historical SMS limitations

In Version 8.1, fax is supported as an email media type. However, when you upgrade to
Version 8.1, if you need access to historical fax reports, you must generate such reports prior to
upgrading as you will not be able to do so afterward.

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Incoming fax capability can be implemented in Version 8.1 by using email attachments for
fax delivery. For more information, see the Mitel Knowledge Base article located here: http://
micc.mitel.com/kb/KnowledgebaseArticle51941.aspx

SMS is supported in 8.0+. Historical SMS data from a pre-8.0 instance of Multimedia Contact
Center will be available after an upgrade because in previous versions SMS was treated as
email.
 Supervisors - Managing a multimedia
contact center
6
• Setting alarms to monitor agent performance and customer service
• Accessing real-time information with Contact Center Client
• Accessing historical real-time information with Contact Center Client
• Accessing real-time information with Ignite (WEB)
• Managing a multimedia contact center with Ignite
• Managing Agent Groups and Agent Skill Levels

Supervisors use the following applications in order to effectively manage contact center employees.

• Contact Center Client

• Ignite
• CCMWeb

Within Contact Center Client, supervisors can access and oversee real-time customer activity and
agent response using a series of desktop monitors, as well as review historical activity. They can
affect service levels by manipulating agent group presence and distributing interactions among
queues. Using monitor alarms they can be notified when agents are inappropriately inactive or queues
become inordinately busy and react to these situations quickly and effectively to improve the customer
experience and optimize agent productivity.

Ignite is available as either a desktop or Web version. They share much of the same functionality
but also offer unique agent and supervisor experiences enabling you to choose the application that
suits your individual needs. In our documentation, we refer to desktop Ignite and its features as Ignite
(DESKTOP) and Web Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or
WEB only.

When circumstances dictate, supervisors licensed for Multimedia Contact Center can use Ignite to
temporarily handle interactions, alleviating customer wait times and ensuring a satisfactory service
level is maintained. Searching email, chat, SMS, and open media history can also be done in Ignite.
This sort of information is essential when building a case history, following a trail to investigate a
customer complaint or compliment, or to track agent performance.

With Ignite (WEB), supervisors can access real-time monitors to view current queue statistics and
callback requests. They can also view agent and employee statistics and interact with agent presence
to improve service levels.

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Note:

Supervisors have unrestricted access to search email, chat, SMS, and open media history items
with an Advanced Supervisor or System Administrator license.

Assessing the statistical information that is found in the wide array of multimedia reports available
is an essential part of effective contact center supervision. Reports can be generated, viewed, and
scheduled in CCMWeb, your center for reports, setting preferences, and accessing the Help resource
documentation.

6.1 Setting alarms to monitor agent performance and

customer service
You can define alarms to alert you to changes in contact center activity. Using the alarms, you
specify performance thresholds for contact center elements such as queues and agents and
can customize the visual, auditory, or email delivery of alarms. If any availability or performance
issues arise, your alarms deliver a notification enabling you to react to and adjust agent and
queue availability.

You can set alarms to notify you when there are a specified number of emails, chats, SMS, or
open media waiting or when agents have been in an unavailable state, such as Make Busy,
for a specified length of time. If alarms indicate a queue is overloaded with interactions or
understaffed, you can join that queue as an agent (dependent on licensing) or find an agent who
is capable of handling the media type for that queue and use the Agent Group Presence controls
to place them in the group associated to that queue. If an alarm demonstrates to you that an
agent has been unavailable for an extended period of time, you can remove the agent from Do
Not Disturb or Make Busy, if appropriate.

Client alarms are specific to each computer. To notify you that performance thresholds are not
being met, you can configure alarms so that

• Monitor cells and statistics change color.

• A pop-up notification opens on your desktop.
• A sound prompt, such as a beep or.wav files plays.
• You are notified by mail.

For more information on setting alarms, see "Setting alarms".

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6.2 Accessing real-time information with Contact Center

Client
You use Contact Center Client to access real-time contact center agent, queue, and interaction
information.

The following section describes typical supervisor usage of the monitors available in Contact
Center Client. For more detailed information regarding Contact Center Client, see "Real-time
Monitors".

6.2.1 Starting Contact Center Client

Note:

Launching client-side desktop applications from the task bar causes them to bypass
the MiContact Center Updater Service process. To ensure successful updates from the
Enterprise Server, after an upgrade close all client-side applications for 15 minutes or reopen
them from the Start menu/Start screen.

You use Contact Center Client to access real-time monitors and functionality. Supervisors can
view real-time voice, email, chat, SMS, and open media statistics. After starting Contact Center
Client, supervisors can choose to minimize it to either the system tray or the taskbar.

To start Contact Center Client

1. Open Contact Center Client.

2. If prompted, type your Username and Password and verify the Enterprise Server IP
address.
3. If you use Secure Socket Layer, select SSL.
4. Optionally, select Remember my credentials.
5. Click Login.

6.2.1.1 Hiding monitor control

Interactive Contact Center enables you to manage the presence of all devices in a monitor using
Monitor Device Control. If you do not want to use monitor control, you can hide this option so it is
not accessible.

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To hide the Monitor control option

1. In Contact Center Client, click the Contact Center Client button > Options.
2. Under Device control, clear the Display monitor device control option check box.
3. Click OK.

6.2.2 Employee and Agent state indicators

The following icons display in agent or employee monitors and indicate the current agent/
employee state and media type with which they are engaged. You can choose to display the
icons as shown in the following tables or select the Classic view (Contact Center Client tab >
Options > Real-time icons).

Note:

If Contact Center Client becomes disconnected from the server, upon re-connection agent
states will be automatically synchronized with the server.

The following table displays Employee state icons and their meanings.

The following table displays Agent state icons and their meanings.

Table 15: Employee states

Term Icon Meaning

Ringing An ACD interaction ringing on

the employee, waiting to be
handled

ACD An employee handling an

ACD interaction

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Term Icon Meaning

ACD Hold An employee who has placed

an ACD interaction on hold

Idle An employee logged on

and waiting to receive an
interaction

Non ACD An employee involved in

an incoming Non ACD
interaction or employee-
originated voice interaction

Non ACD Hold An employee who has placed

a Non ACD voice interaction
on hold

Outbound An employee on an outgoing

voice interaction

Outbound Hold An employee who has placed

an outgoing voice interaction
on hold

Do Not Disturb An employee who has

activated Do Not Disturb and
is not available to receive any
ACD or Non ACD interactions

Make Busy An employee who is not

available to receive ACD
interactions but can receive
transferred interactions and

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Term Icon Meaning

voice interactions dialed

directly to the employee

This icon also displays when

an employee’s external hot
desk agent is in the Reseize
Timer state

System Make Busy An employee that the system

has put into a state where
they cannot receive ACD
contacts. For example, if
an employee is offered a
communication and does
not answer, they will be put
into System Make Busy for a
predetermined length of time.

Work Timer An employee who is

completing post-contact
work, such as paperwork,
and is unavailable to receive
interactions of that media type

Logged Off An employee not currently

logged in to any queue

Logged In Not Present An employee logged in but

not present in any of their
agent groups, and employees
not present in a media type
across all groups

Unavailable An employee who has not

generated any activity since
MiContact Center Business
was started

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Table 16: Agent states

Term Voice Email Chat SMS Meaning

Ringing An ACD interaction

ringing on an agent,
waiting to be handled

ACD An agent handling an

ACD interaction

ACD Hold An agent who has

placed an ACD
interaction on hold

Idle An agent logged on and

waiting to receive an
interaction

Non ACD - - - An agent involved

in an incoming Non
ACD interaction or
agent-originated voice
interaction

Non ACD Hold - - - An agent who has

placed a Non ACD
voice interaction on
hold

Outbound - - - An agent on an
outgoing voice
interaction

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Term Voice Email Chat SMS Meaning

Outbound Hold - - - An agent who has

placed an outgoing
voice interaction on
hold

Do Not Disturb An agent who has

activated Do Not
Disturb and is not
available to receive
any ACD or Non ACD
interactions

Make Busy An agent who is not

available to receive
ACD interactions but
can receive transferred
interactions and voice
interactions dialed
directly to the agent

This icon also displays

when an external hot
desk agent is in the
Reseize Timer state

System Make If an agent is a

Busy multimedia agent and
is logged on to two or
more media servers
simultaneously, the
system sends the agent
only one incoming
communication at a
time. For example,
when the agent
answers a voice
interaction, the system
places the agent ID(s)
for the other media
server types in System
Make Busy

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Term Voice Email Chat SMS Meaning

Work Timer An agent who is

completing post-
contact work, such
as paperwork, and is
unavailable to receive
interactions of that
media type

Unknown An agent who has not

generated any activity
since Mi Contact Center
Business was started

Logged Off An agent not currently

logged in to any queue

Logged In Not An agent logged in but

Present not present to any of
their agent groups, and
agents not present to
a media type across all
groups

6.2.3 Overriding states in real-time monitors

An overriding state is a state that ‘trumps’ another state as the state that appears in an Agent or
Employee monitor. The states by order of priority are:

• Ringing
• ACD
• ACD Hold
• Non ACD
• Non ACD Hold
• Outbound
• Outbound Hold
• Work Timer
• Do Not Disturb

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• Make Busy
• System Idle
• Idle

6.2.4 Monitoring agents and queues

The real-time monitors in Contact Center Client are automatically updated to reflect current
contact center activity and device and device group configuration changes. Supervisors can use
the following monitors to access up-to-the-minute statistics and information to assist in identifying
performance issues and dealing with such situations immediately as they arise.

You can customize the card design to display information in the monitors to suit your work
environment. For more information on customizing Contact Center Client monitors, see
"Customizing the information displayed on position and time monitors".

Contact Center Client real-time monitors and charts are briefly described in the following section.
If you require a more detailed description of the monitors and charts available with Contact
Center Client, see "Real-time Monitors".

6.2.4.1 Workload and monitors

Employee Workload can affect the value displaying in real-time monitors for ACD, Ringing, Hold,
and Work Timer if employees are handling multiple interactions that are in the same state. If
an employee is handling multiple interactions at the same time in the same state, the Agent
or Employee monitor will display the time of the oldest interaction. When the oldest interaction
changes its state, the time will change to the time of the next oldest interaction.

For example, if an email agent in ACD was handling two emails, one at 5:30 and the other at
1:30, the displayed ACD time would be 5:30. If the employee finished handling the oldest email,
the time would change to 1:30.

For more information on Workload, see "Configuring Workload".

6.2.4.2 Agent or Employee State by Position monitor

The Agent and Employee State by Position monitors provide real-time information in cells that
you can arrange to mirror your floor plan, enabling you to view employees by their physical
position in your contact center. (See the following figures.)

Figure 22: Agent or Employee State by Position monitor

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6.2.4.3 Agent or Employee State by Time monitor

The Agent or Employee State by Time monitors provide real-time agent information under ACD,
Idle, Non ACD, Unavailable, and Logged Off column headings. The difference between this
monitor and the State by Position monitor is that the Agent or Employee State by Time monitors
list agents in order of the time spent in the applicable state. You can specify which columns of
agent statistics display and in what order they display. For example, you can sort logged off
agents by designating the longest logged off agent to display first in the list. (See the following
figure.)

Figure 23: Agent or Employee State by Time monitor

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The following table lists the Agent or Employee State by Time column headings and their
associated agent states.

Table 17: Agent State by Time and Employee State by Time column headings

Category Associated agent states

ACD includes agents in ACD and agents in ACD

Hold

Idle includes agents in the Idle state

Non ACD includes agents in Non ACD, in Non ACD

Hold, Outbound agents, and Outbound Hold
agents

Unavailable includes agents in Do Not Disturb, Make

Busy, Work Timer, Reseize Timer, and
Unknown

Logged in not present includes agents logged in but not present

to any of their agent groups, and agents not
present to a media type across all groups

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Category Associated agent states

Log Off includes agents in the Logged Off and Offline

(Ignite, WEB) states

6.2.4.4 Agent State by Time for Queue monitor

The Agent State by Time for Queue monitor is designed specifically for contact centers who use
Agent Group Presence functionality. This monitor is accessed from the Time menu in Contact
Center Client and displays all agents configured in a specific queue and agents who are on ACD
interactions, Idle, on Non ACD voice interactions, unavailable, logged onto the system but not
present in the queue being monitored, and logged off. Virtual queue groups are shown under
the Virtual queue groups section of this monitor and are marked in the title as (virtual). (See the
following figure.)

Figure 24: Agent State by Time for Queue monitor

The following table lists the Agent State by Time for Queue column headings and their
associated agent states.

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Table 18: Agent State by Time for Queue column headings

Category Associated agent states

ACD includes agents in ACD and agents in ACD

Hold

Idle includes agents in the Idle state

Non ACD includes agents in Non ACD, in Non ACD

Hold, Outbound agents, and Outbound Hold
agents

Unavailable includes agents in Do Not Disturb, Make

Busy, Work Timer, and Reseize Timer

Logged in not present includes agents logged in but not present

to any of their agent groups, and agents not
present to a media type across all groups

Log Off includes agents in the Logged Off, Unknown,

and Offline (Ignite, WEB) states

6.2.4.5 Agent Shift monitor

The Agent Shift monitor provides running daily totals of statistics for individual agents. You can
specify which columns of statistics display and the order in which they display. (See the following
figure.)

Figure 25: Agent Shift monitor

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The following table lists the Agent Shift column headings and their definitions.

Table 19: Agent Shift column headings

Term Abbreviated Name Meaning

Agent State The agent's media type and

current state

Media Server Media Server The media server to which

the agent is associated

Agent Shift Name Name The name of the agent being

monitored

Agent login ID Agent login ID The login ID of the agent

being monitored

Extension Number Extn # The extension where the

agent logged in (voice only)

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Term Abbreviated Name Meaning

Logged On Log In The most recent time the

agent logged in

Last Event Received Last Event Recd The most recent time an
agent event occurred

Shift Time Shift Time The total elapsed time logged

for the agent, calculated
based on the difference
between log in and last event
received

ACD Time ACD Time The duration of ACD

interactions handled, from
agent pickup to completion
(not including hold time)

ACD Hold Time ACD Hold Time The duration of time ACD
interactions spent on hold

Non ACD Time Non ACD Time The duration of Non ACD
interactions handled, from
agent pickup to completion
(not including hold time)
(voice only)

Non ACD Hold Time Non ACD Hold Time The duration of time Non
ACD interactions spent on
hold (voice only)

Outbound Time Out Time The duration of time agents

spent handling outbound calls
(voice only)

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Term Abbreviated Name Meaning

Outbound Hold Time Out Hold Time The duration of time outbound
calls spent on hold, for agents
(voice only)

Do Not Disturb Time DND Time The duration of time the agent
entered the Do Not Disturb
State

Make Busy Time MKB Time The number of times the

agent entered the Make Busy
state

Wrap Up Time Wrap Up Time The duration of time where

Wrap Up Time was the
overriding state for the
agent. Wrap up time does
not include any time spent
making or taking interactions
during the wrap up timer.

Do Not Disturb Count DND Cnt The number of times the

agent entered the Do Not
Disturb state

Make Busy Count MKB Cnt The number of times the

agent entered the Make Busy
state

ACD Count ACD Cnt The number of ACD

interactions handled by the
agent

Short ACD Count Shrt ACD Cnt The number of ACD

interactions handled by the
agent where the handle
time was less than the Short
Handle parameter

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Term Abbreviated Name Meaning

Non ACD Count Non ACD Cnt The number of Non ACD
interactions handled by the
agent (voice only)

Hold ACD Count Hold ACD Cnt The number of times ACD
interactions were placed on
hold

Non ACD Hold Count Non ACD Hold Cnt The number of times Non
ACD interactions were placed
on hold (voice only)

Outbound Count Out Cnt The number of outbound calls

made by the agent (voice
only)

Outbound Hold Count Out Hold Cnt The number of times

outbound calls were placed
on hold (voice only)

Contacts Per Hour Contacts Per Hour The total ACD interaction
count minus the ACD short
handle count, divided by the
shift time for the agent

On Failover On failover Indicates whether the primary

media server is offline
and has failed over to the
secondary media server
(voice only)

Agent Unavailable Percent Agt Unavail % The percentage of shift

time for which the agent
was unavailable to receive
interactions

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Term Abbreviated Name Meaning

Logged In Not Present Time Logged In Not Present Time The duration of time the agent
was logged in to but not
present to any of their agent
groups, and the duration
of time the agent was not
present in a media type
across all groups

Average Handle Avg Hndl The average amount of time

the agent spent handling
ACD interactions (ACD
Time divided by ACD Count,
excluding ACD Hold Time).

Occupancy Occp The duration of time the agent

spent processing interactions,
including ringing time

6.2.4.6 Queue by Period monitor

The Queue by Period monitor collates queue statistics by 15-minute intervals over a 24-hour
period. The monitor refreshes each time there is a change in a statistic and at 15-minute
intervals. The current 15-minute interval always displays at the top of the monitor. (See the
following figure.)

Figure 26: Queue by Period monitor

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The following table lists the Queue by Period column headings and their definitions.

Table 20: Queue by Period column headings

Term Abbreviated Name Meaning

Interval time Interval The 15 minute interval of time

Offered Offr The total number of

interactions offered to the
queue during the 15-minute
interval

Handled Hndl The total number of

interactions answered by
agents during the 15-minute
interval

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Term Abbreviated Name Meaning

Short Abandoned Shrt Abn During the 15-minute

interval, the total number
of interactions abandoned
before the short abandon time
configured in YourSite

Abandoned Abn The total number of

interactions abandoned
during the 15-minute interval
before being answered by
members

Interflowed Intrfl The total number of

interactions interflowed during
the 15-minute interval

Requeued Re Q The total number of

interactions re-queued during
the 15-minute interval

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

% Handled by 1-4 % Hndl by 1-4 A count of all of the

interactions answered by the
first, second, third, and fourth
agent groups during the 15-
minute interval

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Term Abbreviated Name Meaning

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Average Time to Handle Avg Time Hndl The average number of

minutes interactions waited
to be taken out of queue
(answered or picked) by
an members during the 15-
minute interval

Average Time to Abandon Avg Time Abn The average number of

minutes interactions waited
during the 15-minute interval
before they abandoned their
interactions

Average Time to Interflow Avg Time Intrfl The average number of

minutes interactions waited
during the 15-minute interval
before being interflowed

Total Conversation Time Ttl Conv Time The total time members spent
communicating (talking,
chatting, or replying) with
interactions during the 15-
minute interval

Average Conversation Time Avg Conv time The average time members
spent communicating with
interactions during the 15-
minute interval

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Term Abbreviated Name Meaning

Service Level % Level Scv Lvl % Tday During the 15-minute interval,
the percentage of interactions
answered within the Service
Level Time specified for the
queue

% Handled % Hndl During the 15-minute interval,

the percentage of interactions
answered compared to the
total number of interactions
offered to the ACD queue for
the day

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Wrap Up Wrap Up The total time the agent spent

in the Work Timer state during
the 15-minute interval

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Term Abbreviated Name Meaning

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Make Busy Make Busy The total time the agent

spend in the Make Busy state
during the 15-minute interval

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Occupancy Occp The total time the agent

spent in an occupied state
during the 15-minute interval
(occupied state excludes idle
time)

# Handled by 1-4 # Hndl by 1-4 The number of interactions

answered by the first, second,
third, and fourth agent groups
during the 15-minute interval

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Term Abbreviated Name Meaning

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

6.2.4.7 Queue Now and Queue Group Now monitors

The Queue Now monitor enables supervisors to view queue statistics in real-time, as well as
expand individual queues in the monitor to view statistics on each queue’s associated member
agents or extensions. When you expand the Queue Now monitor to display the Name column,
the monitor also displays member presence in the queue. Presence is indicated by a colored star
in the Present column. A green star indicates the member is present in the queue. A gray star
and gray row indicate the agent is not present in the queue. (See the following figure.)

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• Prior to version 7.1, Queue Now monitors displayed queue’s member agent
groups with agent group statistics. As of version 7.1, this functionality has been
removed. Instead, queue members are grouped by agent group.

Figure 27: Queue Now monitor

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The Queue Group Now monitor enables supervisors to view aggregated statistics for Reporting,
Virtual, and Unified queue groups in real-time, as well as expand individual queue groups in the
monitor to view statistics for the queue group’s associated queues. (See the following figure.)

Figure 28: Queue Group Now monitor

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The following table lists the real-time and over-the-business-day Queue Now and Queue Group
Now queue and queue group statistics and their definitions.

Note:

Some statistics in the Queue Now monitor display in the Queue Group Now monitor as
member statistics.

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Table 21: Queue Now and Queue Group Now queue statistic column headings

Term Abbreviated Name Meaning

Queue Status Queue Status The current status of the

queue—either Open, Closed,
or Do Not Disturb (voice only)

Queue Group Number Queue Group # The queue group reporting

number (Queue Group Now
only)

Media Server Media Server The queue’s media server

Queue Number Queue # The queue's reporting

number

Queue Name Name The queue or queue group

name

Contacts Waiting Contacts Wtg The current number of

contacts in queue waiting
for an member to become
available, including those
listening to silence, music, or
recorded announcements

Longest Waiting Long Wtg The current duration, in

minutes and seconds, of the
contact waiting the longest in
queue or queue group

Available (Queue Now) Avail (Queue Now) The total number of members
logged in and not in Do Not
Agents Available (Queue Agts Avail (Queue Group Disturb, Make Busy, Work
Group Now) Now) Timer, Ringing, Reseize
Timer, Unknown, and Offline
(Ignite, WEB)

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Term Abbreviated Name Meaning

ACD ACD The current number of

members handling ACD
interactions

Idle Idle The current number of

members logged on and
ready to receive interactions

Non ACD Non ACD The current number of

members handling Non ACD
calls (voice only)

Outbound Out The current number of

members on outgoing calls
(voice only)

Unavailable Unavail The current number of agents

in Do Not Disturb, Make Busy,
Work Timer, or Unknown

Offered Offr The total number of

interactions offered to the
queue / queue group

Handled Hndl The total number of ACD

interactions handled by
members

Abandoned Abn The total number of

interactions abandoned
before being answered by
members

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Term Abbreviated Name Meaning

Note:

Abandoned does not

peg short abandons as
abandoned interactions
while the Abandoned
column in the Interactive
Visual Queue monitor
displays all abandoned
interactions. Because of
this difference, you may
notice discrepancies
between the abandoned
call information in these
two monitors.

Interflowed Intrfl The total number

of ACD interactions
interflowed.Interflow is a
mechanism that directs an
interaction waiting in queue to
another answer point.

Requeued Re Q The total number of ACD

interactions requeued

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

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Term Abbreviated Name Meaning

Average Time to Handle Avg Time Hndl The average time it takes for
the interaction to be taken
out of queue (answered or
picked) by a member

Average Time to Abandon Avg Time Abn The current average amount
of time customers wait in
queue before abandoning
interactions

Average ConversationTime Avg Conv Time The current average

time members spent
communicating (talking,
chatting, or replying) with
contacts

Service Level % Svc Lvl % For a queue, this is the

percentage of interactions
handled within the queue’s
Service Level Time value over
the day.

For a queue group, this is

the lowest percentage of
interactions handled within
the queue’s Service Level
Time value over the day
across all queues.

Handled % % Hndl For a queue, this is the

percentage of interactions
handled compared to the total
number of interactions offered
to the queue for the day.

For a queue group, this

is the lowest percentage
of interactions handled
compared to the total number
of interactions offered to the

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Term Abbreviated Name Meaning

queue for the day across all

queues.

% Handled by 1-4 % Hndl by 1-4 For a queue, this is the

percentage of all of the
interactions answered by the
first, second, third, and fourth
agent groups.

For a queue group, this is the

highest percentage of all of
the interactions answered by
the first, second, third, and
fourth agent groups.

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Total Conversation Time Ttl Conv Time The current total

time members spent
communicating (talking,
chatting, or replying) with
contacts

Total Queue Unavailable Ttl Q Unavail The total number of

times during the day that
interactions are rerouted
because the queue is in
Do Not Disturb or has no
members logged in

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Term Abbreviated Name Meaning

Current Queue Unavailable Curr Q Unavail The current number of

interactions are rerouted
because no members are
logged in or the queue is in
Do Not Disturb. Once the
queue becomes available,
this value resets to 0.

Offered Last Hour Offr Last Hour The total number of

interactions offered to the
queue during the last hour of
business

Time to Handle Last Hour Time Hndl Last Hour The time interactions waited
in queue during the last hour
of business before being
handled by an agent

% Handled Last Hour % Hndl Last Hour For a queue, this is the
percentage of interactions
handled in the last hour of
business, compared to the
total number of interactions
offered to the ACD queue for
the day.

For a queue group, this

is the lowest percentage
of interactions handled in
the last hour of business,
compared to the total number
of interactions offered to the
ACD queue for the day.

Service Level % Last Hour Svc Lvl % Last Hour For a queue, this is the
percentage of interactions
answered or picked within
your Service Level Time value
in the last hour.

For a queue group, this is

the lowest percentage of

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Term Abbreviated Name Meaning

interactions answered or
picked within your Service
Level Time value in the last
hour.

Handled Last Hour Hndl Last Hour The total number of

interactions handled by
members during the last hour
of business

Abandoned Last Hour Abn Last Hour The total number of

interactions abandoned
during the last hour of
business

Interflowed Last Hour Intrfl Last Hour The total number of

interactions interflowed during
the last hour of business.
Interflow is a mechanism that
directs an contacts waiting
in queue to another answer
point.

Unavailable Last Hour Unavail Last Hour The total number of times,
in the last hour of business,
interactions were rerouted
because the queue they tried
to access was in Do Not
Disturb or had no members
logged in

See Current Queue

Unavailable.

Average Handling Time Last Avg Hndl Last Hour The average duration of
Hour interactions from agent pick
up to client hang up (including
hold time) during the last hour
of business

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Term Abbreviated Name Meaning

Offered Last 15 Minutes Offr Last 15 Min The total number of

interactions offered to the
queue in the last 15 minutes
of business

Time to Handle Last 15 Time Hndl Last 15 Min The time interactions waited
Minutes in queue during the last 15
minutes of business before
being handled by a member

% Handled Last 15 Minutes % Hndl Last 15 Min For a queue, the percentage
of interactions answered
in the last 15 minutes of
business, compared to the
total number of interactions
offered to the ACD queue for
the day

For a queue group, the

lowest percentage of
interactions answered in the
last 15 minutes of business,
compared to the total number
of interactions offered to the
ACD queue for the day.

Service Level % Last 15 Svc Lvl % Last 15 Min For a queue, this is the
Minutes percentage of interactions
answered or picked within
your Service Level Time
value in the last 15 minutes of
business.

For a queue group, this is

the lowest percentage of
interactions answered or
picked within your Service
Level Time value in the last
15 minutes of business.

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Term Abbreviated Name Meaning

Handled Last 15 Minutes Hndl Last 15 Min The total number of

interactions handled by
members during the last 15
minutes of business

Abandoned Last 15 Minutes Abn Last 15 Min The total number of

interactions abandoned
during the last 15 minutes of
business

Interflowed Last 15 Minutes Intrfl Last 15 Min The total number of

interactions interflowed
during the last 15 minutes
of business. Interflow is a
mechanism that directs an
interaction waiting in queue to
another answer point.

Unavailable Last 15 Minutes Unavail Last 15 Min The total number of times,
in the last 15 minutes of
business, contacts were
rerouted because the queue
they tried to access was in
Do Not Disturb or had no
members logged in

See Current Queue

Unavailable.

Average Handling Time Last Avg Hndl Last 15 Min The average handling
15 Minutes duration of interactions
from interaction pickup
to interaction completion,
including hold time, during the
last 15 minutes of business

% Abandoned % Abn For a queue, this is the

percentage of interactions
that were abandoned (%
Abandoned = Interactions

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Term Abbreviated Name Meaning

Abandoned ÷ Interaction
Offered)

For a queue group, this

is the highest percentage
of interactions that were
abandoned (% Abandoned
= Interactions Abandoned ÷
Interactions Offered)

% Abandoned Last Hour % Abn Last Hour For a queue, this is the
percentage of interactions
that were abandoned in the
last hour of business

For a queue group, this

is the highest percentage
of interactions that were
abandoned in the last hour of
business

% Abandoned Last 15 % Abn Last 15 Min For a queue, this is the

Minutes percentage of interactions
that were abandoned in the
last 15 minutes of business

For a queue group, this

is the highest percentage
of interactions that were
abandoned in the last 15
minutes of business

Wrap Up Wrap Up The total time that agents

spent in the Work Timer state

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Term Abbreviated Name Meaning

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Make Busy Make Busy The total time that agents

spent in the Make Busy state

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Occupancy Occp The total time that members

spent in an occupied state
(states other than Idle)

# Handled by 1-4 # Hndl by 1-4 The number of interactions

answered by the first, second,
third, and fourth agent groups

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Term Abbreviated Name Meaning

Note:

This statistic displays

information for ACD
paths and multimedia
queues only. Statistics
for Ring Groups display
as '0'.

Logged Out Logged out The number of agents

associated with the queue but
not logged in to the system.
(Queue Now only)

Note:

For Ring Groups,

this statistic displays
either the number of
extensions out of service
or hot desk users logged
out.

Logged In Not Present Not Present The number of agents that

are logged in, but not present
in the queue.

The following table lists the real-time and over-the-business-day Queue Now and Queue Group
Now member statistics and their definitions.

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Table 22: Queue Now and Queue Group Now member statistic column headings

Term Meaning

State The queue member's agent or extension state

For a list of agent states, see "Employee and

Agent state indicators".

Name The name of the member being monitored.

The icon beside the name indicates the media
type the member handles

Present Indicates whether the member is present in

the queue

Presence is indicated by a colored star. A

green star indicates the agent or extension
is present in the queue. A gray star and gray
row indicates the agent is not present in the
queue.

Media Server The media server to which the member is

associated

Reporting The reporting number of the member being

monitored

Extn # The extension where the member logged in

(voice only)

Log In The most recent time the member logged in

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Term Meaning

Note:

This statistic displays information

for ACD path and multimedia queue
members only and is not calculated for
Ring Group members.

Last Event Recd The most recent time a member event

occurred

Shift Time The total elapsed time logged for the member,
calculated based on the difference between
log in and last event received

Note:

This statistic displays information for

ACD paths and multimedia queues only.
Statistics for Ring Groups display as '0'.

DND Time The duration of time where Do Not Disturb

was the overriding state for the member

MKB Time The duration of time where Make Busy was

the overriding state for the member

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Term Meaning

Note:

This statistic displays information for

ACD paths and multimedia queues only.
Statistics for Ring Groups display as '0'.

Wrap Up Time The duration of time where Wrap Up Time

was the overriding state for the member.
Wrap up time does not include any time spent
making or taking interactions during the wrap
up timer.

Note:

This statistic displays information for

ACD paths and multimedia queues only.
Statistics for Ring Groups display as '0'.

ACD Time The duration of ACD interactions handled,

from member pickup to completion (not
including hold time)

Hold ACD Time The duration of time ACD interactions spent

on hold

Non ACD Time The duration of Non ACD interactions

handled, from member pickup to completion
(not including hold time) (voice only)

Hold Non ACD Time The duration of time Non ACD interactions
spent on hold (voice only)

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Term Meaning

Out Time The duration of time members spent handling

outbound calls (voice only)

Out Hold Time The duration of time outbound calls spent on

hold, for agents (voice only)

DND Cnt The number of times the member entered the

Do Not Disturb state

MKB Cnt The number of times the member entered the

Make Busy state

Note:

This statistic displays information for

ACD paths and multimedia queues only.
Statistics for Ring Groups display as '0'.

ACD Cnt The number of ACD interactions handled by

the member

Shrt ACD Cnt The number of ACD interactions handled by

the member where the handle time was less
than the Short Handle parameter

Hold ACD Cnt The number of times ACD interactions were

placed on hold

Non ACD Cnt The number of Non ACD interactions handled

by the member (voice only)

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Term Meaning

Hold Non ACD Cnt The number of times Non ACD interactions
were placed on hold (voice only)

Out Cnt The number of outbound calls made by the

member (voice only)

Out Hold Cnt The number of times outbound calls were

placed on hold (voice only)

Avg Hndl The average amount of time the members

spent handling ACD interactions (ACD Time
divided by ACD Count, excluding ACD Hold
Time).

Agt Grp The agent group to which the agent belongs

Note:

This statistic displays information for

ACD paths and multimedia queues only.
Statistics for Ring Groups display as '0'.

Occupancy The duration of time the member spent

processing interactions

Contacts per Hour The total ACD interaction count minus the
ACD short handle count, divided by the shift
time for the member

On failover Indicates whether the primary media server

is offline and has failed over to the secondary
media server (voice only)

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Term Meaning

Unavail % The percentage of time for the shift that the

member was in Do Not Disturb, Make Busy,
and Work Timer states

Not Present Time The duration of time the member was logged
in to but not present in an agent group or Ring
Group

External handle time The duration of time the member spent

handling external calls (voice only)

External inbound cnt The number of incoming external calls (voice

only)

Note:

This statistic displays information for

ACD paths and multimedia queues only.
Statistics for Ring Groups display as '0'.

External outbound cnt The number of outgoing external calls (voice

only)

Note:

This statistic displays information for

ACD paths and multimedia queues only.
Statistics for Ring Groups display as '0'.

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6.2.4.8 Interactive Visual Queue monitor

The Interactive Visual Queue monitor enables supervisors to monitor and control traffic in contact
center queues. The Interactive Visual Queue monitor is described in detail in "Interacting with
customer interactions to improve service levels".

Interactive Visual Queue works in conjunction with Contact Center Client. Before you use
Interactive Visual Queue, ensure your configuration in YourSite Explorer mirrors that of your
telephone system.

Note:

In order to use Interactive Visual Queue, you must enable all HCI options on Class of Service
Assignment form 1 (COS 1).

6.2.4.8.1 Configuring options in YourSite Explorer

In YourSite Explorer, for each queue you want to monitor, you must configure the priority level
and the method for handling interflowed contacts.

Note:

If the telephone system settings and Interactive Visual Queue settings do not match,
Interactive Visual Queue will not display the correct voice contact activity. For example, if
Queue 1 is set to a priority of 10 on the telephone system and a priority of 20 in YourSite
Configuration, Interactive Visual Queue will display voice contacts in Queue 1 as priority 20.
However, the actual queue will handle the voice contacts as priority 10.

6.2.4.9 Queue Now and Queue Group Now

The Queue Now and Queue Group Now charts offer visual representations of Queue Now and
Queue Group Now real-time statistics, grouped by the type of statistics displayed. Three different
series of statistics are available to view in charts:

• Integer—displays numerically-based real-time statistics

• Percentage—displays percentage-based statistics
• Time—displays time-based statistics

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Users can specify which statistics display in their charts. The following figure shows a Queue
Now Integer Chart

Figure 29: Queue Now (Integer chart)

The Integer chart shows:

• Handled (Default)
• Abandoned (Default)
• Interflowed (Default)
• Calls Waiting
• Agents Available
• ACD
• Idle
• Non ACD
• Outbound
• Unavailable
• Offered
• Requeue
• Total Hour
• Interflowed Last Hour
• Unavailable Last Hour
• Offered Last 15 Minutes
• Handled Last 15 Minutes
• Abandoned Last 15 Minutes
• Interflowed Last 15 Minutes
• Unavailable Last 15 Minutes
• Logged out
• Logged in not present
• # Handled by 1-4

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The Percentage chart shows, by default:

• Service Level %
• Handled %
• % Handled by 1-4
• % Handled Last Hour
• Service Level % last Hour
• % Handled Last 15 Minutes
• Service Level % Last 15 Minutes
• %Abandoned
• %Abandoned Last Hour
• %Abandoned Last 15 Minutes.

Time charts show, by default:

• Longest Waiting
• Average Time to Handle
• Average Time to Abandon Minutes
• Average Talk Time
• Ttl Talk Time
• Time to Handle Last Hour
• Average Time to Handle Last Hour
• Hdnl Last 15 Min
• Average Handling Time Last 15 Minutes
• Rmt Long Wtg
• Total Work Timer minutes
• Total make busy minutes
• Total occupancy minutes

For descriptions of the statistics, see "Queue Now and Queue Group Now column heading
definitions".

Note:
The following statistics are only for ACD path voice queues and multimedia queues
and will not display information for Ring Groups:

• Requeue
• # Handled by 1, 2, 3, 4
• % Handled by 1, 2, 3, 4

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• Total Work Timer Minutes

• Total Make Busy minutes

6.2.4.10 Queue Performance by Period and Queue

Group Performance by Period charts
The Queue Performance by Period and Queue Group Performance by Period charts offer visual
representations of Queue and Queue Group Performance by Period statistics, grouped by the
type of statistic displayed. Three different series of statistics are available to view in charts:

• Integer—displays numerically-based real-time statistics

• Percentage—displays percentage-based statistics
• Time—displays time-based statistics

The following figure displays a Queue Performance by Period chart displaying the default
statistics of the Integer series.

Note:

Multimedia interactions in queue tagged as Junk or No Reply from Interactive Visual Queue
and Ignite are not included in queue Handled, Completed, and Offered counts.

Figure 30: Queue Performance by Period chart

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The Integer series shows the following statistics across 15 minute intervals for queues or queue
groups:

• Handled (Default)
• Interflowed (Default)
• Offered
• Short Abandoned
• Abandoned
• Requeue
• # Handled by 1-4

The Percentage series shows the following statistics across 15 minute intervals for queues or
queue groups, by default:

• % Handled by 1-4
• Service Level % Today
• % Handled

The Time series show the following statistics across 15 minute intervals for queues or queue
groups, by default:

• Average Time to Handle

• Average Time to Abandon
• Average Time to Interflow
• Ttl Talk Time
• Average Talk Time

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• Total Work Timer minutes

• Total make busy minutes
• Total occupancy minutes

For more information for the definitions of these statistics, see "Queue by Period monitor".

Note:
The following statistics are only for ACD path voice queues and multimedia queues
and will not display information for Ring Groups:

• Requeue
• # Handled by 1, 2, 3, 4
• % Handled by 1, 2, 3, 4
• Total Work Timer Minutes
• Total make busy minutes

6.2.5 Interacting with agent presence to improve service

levels
Interactive Contact Center is a feature that enables supervisors to control the availability of
employees and their agents.

Using Interactive Contact Center, supervisors can

• Log employees and their agents in and out of their voice and multimedia applications
• Have agents join or leave their agent groups
• Place employees in and remove them from Make Busy
• Place employees in and remove them from Do Not Disturb
• Cancel the employee Work Timer
• Cancel the employee Reseize Timer

Using Interactive Contact Center with Contact Center Client, you can control agents on the
following monitors: Agent and Employee State by Position, Agent and Employee State by Time,
and Agent Shift.

Using Interactive Contact Center with Ignite (WEB), you can control agents on the following
monitors: Employee State and Agent State.

Individual supervisors can be restricted through security roles from managing particular monitors
and devices. For more information, consult your System Administrator.

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6.2.5.1 Agent and Agent Group Presence

Employees can be enabled to handle voice, email, chat, SMS, or open media. When an
employee is enabled to handle a media type, YourSite Explorer automatically creates a
corresponding agent. These multimedia agents can be assigned to agent groups, which are in
turn are associated to queues.

When agent groups are created, an employee’s agents are assigned a default group presence,
either Present or Absent. If an employee's default presence is Absent will be set in the Logged
In Not Present agent state when they log in. To handle that media type, the employee has to
manually change their agent presence in Ignite or Contact Center Client. Employees whose
agents default presence is Present will be set in the Idle agent state when they log in. For details
about agent states, see "Employee and Agent state indicators".

6.2.5.2 Controlling employees and agents in real-

time monitors
Interactive Contact Center enables supervisors, depending on their security settings, to control
employees via the Contact Center Client and Ignite (WEB) employee and agent monitors. For
example, if a supervisor notices a dramatic increase in the number of incoming emails in the
Sales email queue, they can, using the agent monitor, remove the employee’s chat agent from
their agent group in the Sales chat queue, ensuring that the employee can focus entirely on
incoming emails.

Depending on whether an employee or an agent monitor is open, Contact Center Client

displays two tabs in the Contact Center Client ribbon for controlling employees or their agents.
Supervisors can perform actions using either a right-click and select method within the monitor
or by accessing the action menu in the Employee, Agent, or Monitor Control tab views. If they
have Context Sensitivity enabled for monitors, the Agent or Employee tab automatically becomes
the active tab when an employee or agent is selected. If an empty cell is selected, the Monitor
Control tab becomes the active tab. The following tabs are displayed with employee or agent
real-time monitors:

• Employee or Agent Control—Employee Control gives you control over individual

employees and their agents. Employee monitor controls offer supervisors the greatest
flexibility in controlling an employee and all of their agents. Supervisors can manage
an employee`s availability, and all of an employee`s agents, or manage specific
agents belonging to individual employees. (See the following figure.)
• Monitor Control—Monitor Control gives you control over all of the employees
or agents on a monitor, enabling simultaneous management of presence for all
employees or agents. (See the following figures.)

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Note:

Context sensitivity and monitor control are not supported with Ignite (WEB). You can alter the
state for only one employee or agent at a time.

Figure 31: Employee State by Position - Employee Control tab options

Supervisors can control employees on the following Contact Center Client monitors:

• Employee State by Position

• Employee State by Time

Supervisors can control employees on the following Ignite (WEB) monitor:

• Employee State

Agent Control gives you control over individual agents in an agent monitor. Agent monitor
controls enable supervisors a more targeted look at specific aspects of an employee`s presence,
enabling supervisors to limit their influence to specific agents or media types. Since agent
monitors enable supervisors to view agents by agent group, Agent Control enables supervisors to
better manage their agent groups. (See the following figure.)

Figure 32: Agent State by Position - Agent Control tab options

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Supervisors can control agents on the following Contact Center Client monitors:

• Agent State by Position

• Agent State by Time
• Agent State by Time for Queue
• Agent Shift

Supervisors can control agents on the following Ignite (WEB) monitor:

• Agent State

Figure 33: Employee State by Position - Monitor Control tab options

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Figure 34: Agent State by Position - Monitor Control tab options

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6.2.5.2.1 Logging on an agent - Contact Center

Client

Note:

• An ACD Hot Desking Agent must enter an extension number each time the agents
logs on to the ACD routing system using Interactive Contact Center. The agent
cannot rely on the extension number last used when logging on. This is because
the ACD data stream unifies the agent ID and the extension. After a Hot Desking
Agent logs on or off of the ACD routing system using Interactive Contact Center,
sometimes the Interactive Contact Center agent controls are not available to the
agent for two to five minutes.
• You will be unable to log on an agent to the system if there are no available user
licenses.
• If your contact center participates in the use of PINs, supervisors with the correct
Class of Service do not require an agent’s PIN to interactively log in a Hot Desking
Agent.
• Depending on security roles and telephone switch settings, employees who are
licensed as Advanced Supervisor or System Administrator may not be prompted to
enter a PIN when logging into Interactive Contact Center, Softphone, or PhoneSet
Manager.
• If a Hot Desking Agent logs into an extension that serves as the overflow point for
a Ring Group, calls to that Ring Group will not be offered to the extension and will
remain queued or ringing until abandoned or answered.
• Hot desking users logging into a Ring Group extension must also be a member of
the Ring Group to ensure accurate reporting.

You log employee voice agents in and out in either an open Employee or Agent Monitor in
Contact Center Client. Multimedia agents are not logged in with voice agents.

To log in an agent in an open Employee monitor

• Right-click the cell of an employee and click Employee control > Log in > voice
agent. Alternatively, select the employee cell in an open monitor, click Log in from
the Employee Control tab on the Contact Center Client ribbon, and select the voice
agent.

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Note:

When you log in an employee’s voice agent, you must enter the extension for the agent.
See the procedure below.

To log in an agent by extension in an open Employee monitor

1. Right-click the cell of an employee and click Employee control > Log in > By
extension.
2. If the employee has multiple voice agents, select the agent to log in from the drop-
down list.
3. Type the Agent’s extension.
4. Click OK.

To log in an agent in an open Agent monitor

• Right-click the cell of a voice agent who is not logged into and click Agent Control >
Log in > voice agent. Alternatively, select the agent cell in an open monitor and click
Log in from the Contact Center Client ribbon.

Note:

When you log in a voice agent, you must enter the extension for the agent. See the
procedure below.

To log in an agent by extension in an open Agent monitor

1. Right-click the cell of a voice agent and click Agent control > Log in > By extension.
2. If the employee has multiple voice agents, select the agent to log in from the drop-
down list.
3. Type the Agent’s extension.
4. Click OK.

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6.2.5.2.2 Logging off an agent - Contact Center

Client
You can log off an employee from all media in an Employee monitor or Agent monitor. Logging off
an agent logs off all of the employee’s voice agents and sets the employee’s multimedia agents
to Absent in all their agent groups. If the employee is logged into their soft phone in Contact
Center Client, they will also be logged out of the soft phone.

The following procedures take place in either an open Employee monitor or an open Agent
monitor in Contact Center Client.

To log off all of an employee's agents in an open Employee monitor

• Right-click the cell of an employee and click Employee control > Log off.
Alternatively, select the employee cell in an open monitor and click Log Off from the
Employee Control tab on the Contact Center Client ribbon.

To log off an agent in an open Agent monitor

Note:

Logging off an employee's agent logs off all of the employee's agents simultaneously.

• Right-click the cell of an agent and click Agent control > Log off. Alternatively,
select the agent cell in an open monitor and click Log Off from the Agent Control
tab on the Contact Center Client ribbon.

To log off all employees' agents in an open Employee monitor

1. Right-click the monitor and click Monitor control > Log off.

Alternatively, click the Monitor Control tab in the Contact Center Client ribbon and select Log
Off.
2. Click Yes.

To log off all agents in an open Agent monitor

1. Right-click the monitor and click Monitor control > Log off.

Alternatively, click the Monitor Control tab in the Contact Center Client ribbon and select Log
Off.

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2. Click Yes.

6.2.5.2.3 Logging on an agent - Ignite (WEB)

When you log on an agent in Ignite (WEB), you make them available to receive voice
interactions.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).

To log on a voice agent

1. In the monitor, select the agent you want to log on.

2. Click State > Available.
3. Enter the agent’s extension and PIN (if enabled) and click Login.

Note:

This step is not required if the agent is set to automatically log in when the ‘Available’ state
is selected.

6.2.5.2.4 Logging off an agent - Ignite (WEB)

When you log off an agent in Ignite (WEB), you make them unavailable to receive all media
interactions, including voice, email, chat, SMS, and open media.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).

To log off an agent

1. In the monitor, select the agent you want to log off.

2. Click State > Offline.

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6.2.5.2.5 Joining and leaving agent groups - Contact

Center Client
After logging into Contact Center Client, agents can use Interactive Contact Center to control
their presence status in agent groups. Optionally, supervisors can use Interactive Contact Center
to control the presence status of agents in specific agent groups.

Note:

• An agent's ACD hot desk line remains in service while they are logged in as
an ACD hot desk user even if they are not present in any ACD groups and not
receiving ACD calls.

To join an agent to or have an agent leave an agent group in an open Employee monitor

1. Right-click the cell of an employee and click Employee control > Join/Leave Agent
Group > [Agent].

Alternatively, select the cell of an employee and in the Employee Control tab of the Contact
Center Client ribbon, click Join/Leave agent group > [Agent].
2. Select the agent group(s) to which you want the employee’s agent(s) to join or
deselect the agent group(s) to have the employee’s agent(s) leave the agent groups.
3. Click OK.

To join an agent to or have an agent leave an agent group in an open Agent monitor

1. Right-click the cell of an agent who is logged on and click Agent control > Join/
Leave Agent Group.

Alternatively, select the cell of an agent and click Join/Leave Agent Group from the Agent
Control tab in the Contact Center Client ribbon.
2. Select the agent group(s) to which you want the agent(s) to join or deselect the agent
group(s) to which you want the agent(s) to leave.
3. Click OK.

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6.2.5.2.6 Joining and leaving agent groups - Ignite

(WEB)
After signing in to Ignite (WEB) and logging into their phone, agents can use interactive Contact
Center to control their presence in agent groups. Optionally, supervisors can use Interactive
Contact Center to control the presence status of agents in specific agent groups from within the
Agent and Employee State monitors in Ignite (WEB).

The following procedures take place in either an Agent State or Employee State monitor in Ignite
(WEB).

To join an agent to an agent group

1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. Hover over the agent group's avatar and select Join All.
4. Click Update.

To remove an agent from an agent group

1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. Hover over the agent group’s avatar and select Leave All.
4. Click Update.

To join an agent to or remove an agent from all agent groups

1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. To join an agent to all agent groups, click Join All > Update.
4. To remove an agent from all agent groups, click Leave All > Update.

To make an agent available or unavailable to answer interactions of a specific media type

1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. To become available to answer interactions of a specific media type, click the media
icon in the agent group so the icon displays in blue.
4. To become unavailable to answer interactions of a specific media type, click the media
icon in the agent group so the icon displays in grey.
5. Click Update.

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6.2.5.2.7 Placing employees in Make Busy - Contact

Center Client

Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work
Timer state until the Work Timer expires or is cancelled.

Placing employees into Make Busy places both employees and all of their agents into Make
Busy.

The following procedures take place in either an open Employee monitor or an open Agent
monitor in Contact Center Client.

To place an employee in an open Employee monitor in Make Busy

• Right-click the cell of an employee and click Employee control > Set Make Busy
> reason code. Alternatively, select an empty cell in an open monitor and click Set
Employee Make Busy > reason code from the Employee Control tab in the Contact
Center Client ribbon.

To place all employees in an open Employee monitor in Make Busy

1. Right-click the monitor and click Monitor control > Set Make Busy > reason code.
Alternatively, select an empty cell in an open monitor and click Set Make Busy >
reason code from the Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.

To place an employee in an open Agent monitor in Make Busy

• Right-click the cell of an agent and click Agent control > Set Employee Make Busy
> reason code. Alternatively, select the agent cell in an open monitor and click Set
Employee Make Busy > reason code from the Agent Control tab in the Contact
Center Client ribbon.

To place all employees in an open Agent monitor in Make Busy

1. Right-click the monitor and click Monitor control > Set Employee Make Busy >
reason code. Alternatively, select an empty cell in an open monitor and click Set
Make Busy > reason code from the Monitor Control tab in the Contact Center Client
ribbon.

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2. Click Yes.

6.2.5.2.8 Removing employees from Make Busy -

Contact Center Client
Removing employees from Make Busy removes both employees and all of their agents from
Make Busy.

The following procedures take place in either an open Employee monitor or an open Agent
monitor in Contact Center Client.

To remove an employee in an open Employee monitor from Make Busy

• Right-click the cell of an employee whose agents are in Make Busy and click
Employee control > Remove Make Busy. Alternatively, select an empty cell in an
open monitor and click Remove Make Busy from the Employee Control tab in the
Contact Center Client ribbon.

To remove all employees in an open Employee monitor from Make Busy

1. Right-click the cell of an employee who is in Make Busy and click Monitor control
> Remove Make Busy. Alternatively, select an empty cell in an open monitor and
click Remove Make Busy from the Monitor Control tab in the Contact Center Client
ribbon.
2. Click Yes.

To remove an employee in an open Agent monitor from Make Busy

• Right-click the cell of an agent in Make Busy and click Agent control > Remove
Make Busy. Alternatively, select the agent cell in an open monitor and click Remove
Make Busy from the Agent Control tab in the Contact Center Client ribbon.

To remove all employees in an open Agent Monitor from Make Busy

1. Right-click the cell of an employee and click Monitor control > Remove Make Busy.
Alternatively, select an empty cell in an open monitor and click Remove Make Busy
from the Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.

6.2.5.2.9 Placing employees in Busy - Ignite (WEB)

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Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work
Timer state until the Work Timer expires or is cancelled.

Placing an employee into Busy places them in Busy across all media types for which they answer
interactions. While in Busy, they can receive transferred multimedia interactions, however,
inbound multimedia interactions will not be routed to them. They can also receive Non ACD voice
interactions and pick interactions waiting in queue.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).

To place an employee in Busy

1. In the monitor, select the employee you want to place in Busy.

2. Click State > Busy….
3. Choose a Busy code.

6.2.5.2.10 Removing employees from Busy - Ignite

(WEB)
Removing employees from Busy re-enables them to answer inbound multimedia interactions and
ACD calls.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).

To remove an employee from Busy

1. In the monitor, select the employee you want to remove from Busy.
2. Under State, select an alternate state, or, click X button next to Busy... to remove the
busy code.

Note:

Select Available if you want to make them available to receive interactions.

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6.2.5.2.11 Placing employees in Do Not Disturb -

Contact Center Client

Note:

• If an agent on an ACD calls puts themselves into MKB or DND, Work Timer events
are not received for that call.
• Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a
Work Timer state until the Work Timer expires or is cancelled.

Placing employees into Do Not Disturb places employees and all of their agents into Do Not
Disturb.

The following procedures take place in either an open Employee monitor or an open Agent
monitor in Contact Center Client.

To place an employee in an open Employee monitor in Do Not Disturb

• Right-click the cell of an employee and click Employee Control > Set Do Not Disturb
> reason code. Alternatively, select the employee cell in an open monitor and click Set
Employee Do Not Disturb > reason code.

To place all employees in an open Employee Monitor in Do Not Disturb

1. Right-click the monitor and click Monitor control > Set Do Not Disturb > reason
code. Alternatively, select an empty cell in an open monitor and click Set Do Not
Disturb from the Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.

To place an employee in an open Agent monitor in Do Not Disturb

• Right-click the cell of an agent who is logged on and click Agent control > Set
Employee Do Not Disturb > reason code. Alternatively, select the agent cell in an
open monitor and click Set Do Not Disturb > reason code from the Agent Control tab
in the Contact Center Client ribbon.

To place all employees in an open Agent monitor in Do Not Disturb

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1. Right-click the monitor and click Monitor control > Set Do Not Disturb > reason
code. Alternatively, select an empty cell in an open monitor and click Set Do Not
Disturb from the Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.

6.2.5.2.12 Removing employees from Do Not Disturb

- Contact Center Client
Removing employees from Do Not Disturb removes employees and all of their agents from Do
Not Disturb.

The following procedures take place in either an open Employee monitor or an open Agent
monitor in Contact Center Client.

To remove an employee in an open Employee monitor from Do Not Disturb

• Right-click the cell of an employee who is in Do Not Disturb and click Employee
control > Remove Do Not Disturb. Alternatively, select the employee cell in and click
Remove Do Not Disturb from the Employee Control tab in the Contact Center Client
ribbon.

To remove all of a monitor’s employees in an open Employee monitor from Do Not Disturb

• Right-click the monitor and click Monitor control > Remove Do Not Disturb.
Alternatively, select an empty cell in an open monitor and click Remove Do Not
Disturb from the Monitor Control tab in the Contact Center Client ribbon.

To remove an employee in an open Agent monitor from Do Not Disturb

• Right-click the cell of an agent who is in Do Not Disturb and click Agent control >
Remove Do Not Disturb. Alternatively, select the agent cell in an open monitor and
click Remove Do Not Disturb from the Agent Control tab in the Contact Center
Client ribbon.

To remove all of a monitor’s employees in an open Agent monitor from Do Not Disturb

• Right-click the monitor and click Monitor control > Remove Do Not Disturb.
Alternatively, select an empty cell in an open monitor and click Remove Do Not
Disturb from the Monitor Control tab in the Contact Center Client ribbon.

6.2.5.2.13 Placing employees in Do Not Disturb -

Ignite (WEB)

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Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work
Timer state until the Work Timer expires or is cancelled.

Placing an employee into Do Not Disturb places them in Do Not Disturb across all media types
for which they answer interactions. While in Do Not Disturb, they are unable to receive inbound
multimedia interactions and internal voice interactions, including transfers.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).

To place an employee in Do Not Disturb

1. In the monitor, select the employee you want to place in Do Not Disturb.
2. Under State, click Do Not Disturb….
3. Choose a DND code.

6.2.5.2.14 Removing employees from Do Not Disturb

- Ignite (WEB)
Removing employees from Do Not Disturb re-enables them to receive interactions for all
applicable media types.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).

To remove an employee from Do Not Disturb

1. In the monitor, select the employee you want to remove from Do Not Disturb.
2. Under State, select an alternate state, or, click X button next to Do Not Disturb... to
remove the DND Reason code.

Note:

Select Available if you want to make them available to receive interactions.

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6.2.5.2.15 Canceling Work Timer for employees -

Contact Center Client

Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work
Timer state until the Work Timer expires or is cancelled.

In an Employee monitor or Agent monitor, you can cancel Work Timer for one or more
employees. The following procedures take place in either an open Employee monitor or an open
Agent monitor in Contact Center Client.

To cancel Work Timer in an open Employee monitor

• Right-click the cell of an employee who is in Work Timer and click Employee control
> Cancel Work Timer. Alternatively, select the employee cell in an open monitor and
click Cancel Work Timer in the appropriate media section of the Employee Control
tab in the Contact Center Client ribbon.

To cancel Work Timer for all employees in an open Employee monitor

• Right-click the monitor and click Monitor control > Cancel Work Timer. Alternatively,
select an empty cell in an open monitor and click Cancel Work Timer in the media
type’s section of the Monitor Control tab in the Contact Center Client ribbon.

To cancel Work Timer for an employee in an open Agent monitor

• Right-click the cell of an agent who is in Work Timer and click Agent control > Cancel
Work Timer. Alternatively, select the agent cell in an open monitor and click Cancel
Work Timer from the Agent Control tab in the Contact Center Client ribbon.

To cancel Work Timer for all employees in an open Agent monitor

• Right-click the monitor and click Monitor control > Cancel Work Timer. Alternatively,
select an empty cell in an open monitor and click Cancel Work Timer from the
Monitor Control tab in the Contact Center Client ribbon.

6.2.5.2.16 Canceling Work Timer for employees -

Ignite (WEB)

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Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work
Timer state until the Work Timer expires or is cancelled.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).

To remove an employee from Work Timer

1. In the monitor, select the employee you want to remove from Work Timer.
2. Click State and select an alternate state.

Note:

Select Available if you want to make them available to receive interactions.

6.2.5.2.17 Canceling Reseize Timer for voice agents

The following procedures take place in either an open Employee monitor or an open Agent
monitor in Contact Center Client.

To cancel Reseize Timer for an employee’s voice agent in an open Employee monitor

• Right-click the cell of an employee who is in Reseize Timer and click Employee
control > Cancel Reseize Timer. Alternatively, select the employee cell in an open
monitor and click Cancel Reseize Timer in the appropriate media section of the
Employee Control tab in the Contact Center Client ribbon.

To cancel Reseize Timer for all employee voice agents in a monitor in an open Employee monitor

• Right-click the monitor and click Monitor control > Cancel Reseize Timer.
Alternatively, select an empty cell in an open monitor and click Cancel Reseize Timer
from the Monitor Control tab in the Contact Center Client ribbon.

To cancel Reseize Timer for an employee’s voice agent in an open Agent monitor

• Right-click an agent who is in Reseize Timer and click Agent control > Cancel
Reseize Timer. Alternatively, select the agent cell in an open monitor and click

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Cancel Reseize Timer in the appropriate media section of the Agent Control tab in
the Contact Center Client ribbon.

To cancel all of the voice agents on a monitor in the Reseize Timer state in an open Agent
monitor

• Right-click the monitor and click Monitor control > Cancel Reseize Timer.
Alternatively, select an empty cell in an open monitor and click Cancel Reseize Timer
from the Monitor Control tab in the Contact Center Client ribbon.

6.2.6 Controlling the availability of voice queues

Using Interactive Contact Center and Contact Center Client, you can control the availability
of voice queues on the Queue Now or Queue Group Now monitor. Multimedia queues cannot
be controlled using Interactive Contact Center and Contact Center Client. For information on
controlling voice queues, see the Interactive Contact Center chapter of the MiContact Center
Business User Guide.

6.2.7 Interacting with customer interactions

Interactive Visual Queue is a Contact Center Client real-time monitor that works in conjunction
with YourSite Explorer and Interactive Contact Center to enable supervisors to both monitor
and control the content in contact center queues. With Interactive Visual Queue monitors open,
supervisors can monitor the contents of queues and queue groups, easily move interactions
between queues, assign interactions to agents, and proactively remove unwanted interactions
from the queues.

Interactive Visual Queue is comprised of a Queued media grid and, for voice media, an
Abandoned media grid and a Callback to be processed grid. The Interactive Visual Queue
Queued media grid displays all types of media interactions that are currently queued. It does not
display items that have already been offered to agents or are currently being handled by agents.

Using a drag-and-drop operation, supervisors can balance traffic by moving interactions from
busy queues to less active queues and ensure optimum customer service by directing high
priority interactions to experienced agents. Supervisors can pick interactions from the queue and
handle them, and can tag email interactions as junk or no reply needed to remove them from the
queue. Supervisors can also preview email interactions.

For information on using Interactive Visual Queue with voice media, see "Interactive Visual
Queue".

6.2.7.1 Opening Interactive Visual Queue

You access Interactive Visual Queue by logging on to Contact Center Client and then opening the
Real-time toolbar.

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To open an Interactive Visual Queue monitor

1. Log on to Contact Center Client.

2. In the Contact Center Client ribbon, click Real Time.
3. Click Interactive Visual Queue.

The Add/Remove device IDs window opens.

4. Select the queue group(s) or queue(s) that you want to monitor and click OK.

See the following figure.

Note:

• Virtual, Reporting, and Unified Queue Groups are shown in the Queue groups
list.

Figure 35: Interactive Visual Queue monitor

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6.2.7.2 Accessing queue and interaction information

and statistics
To access detailed multimedia queue information, including voice, refer to the Interactive Visual
Queue Queued media grid. Here you will find the statistics you need to make informed decisions
to ensure interactions are being handled efficiently within your business.

The following list provides descriptions of the column headings available in the Queued media
grid:

• Position (#) displays the answer position relative to other interactions in the queue
• Media icon displays the media type
• Queue Name displays the name of the queue
• Queue Dialable displays:

• Voice—the dialable number of the queue

• Chat—Queue Auto Response User Name
• SMS—the dialable number of the queue
• Email—Email address of the queue
• Priority is the priority of the interaction in the queue (the lower the number, the higher
the priority)
• Time in Queue is the interaction's total time in the current queue
• Time Offered to System is the time the interaction first entered the system
• Time in System is the interaction's total time in the system
• Queue Hops is the number of times an interaction has changed queues
• ANI (Contact ID) displays:

• Voice—caller # / ANI
• Chat—Chat email address from pre-chat form
• SMS—From mobile number
• Email—From email address
• Subject displays

• Voice—blank
• Chat—Chat subject from pre-chat form
• SMS—blank
• Email—Email subject
• Is Callback indicates if the queued media is a callback request (voice only)
• Service level countdown provides a countdown in seconds when the contact will
exceed the target time to meet the service level

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• Contact Name is the name associated with the contact (if available)

• Voice—caller ID
• Chat—Chat name from pre-chat form
• SMS—blank
• Email—Email “From” name, if available
• Time Offered to Queue is the time the contact entered the current queue
• DNIS (To Address) displays

• Voice—DNIS Number
• Chat—blank
• SMS—blank
• Email—receiver's email address
• To Name displays

• Voice—DNIS Name, if configured in YourSite Explorer for the associated DNIS

number
• Chat—blank
• SMS—blank
• Email—Email "To" name, if available
• Collected Information displays the single or series of collected results provided by IVR
Routing or Intelligent Queue. Collected information requires IVR Routing or Intelligent
Queue, Verified Collected Digits and, optionally, Remote Database Verification or CTI
Developer Toolkit
• Queue Reporting is the queue’s reporting number

For information on other Interactive Visual Queue grids that are voice media only, see "Interactive
Visual Queue monitor grids". For information on hiding or making columns visible, sorting data in
a column, or re-arranging columns, see "Real-time Monitors".

6.2.7.3 Understanding interaction priority

Each queue has a default priority level. When an interaction enters the system for the first time,
the interaction adopts the default priority of whichever queue it enters. If all interactions in a
queue have the same priority, the position of the interactions are based on each interaction’s total
time in the current queue. If a queue contains interactions that have multiple priority levels, higher
priority interactions will have a higher position in the queue than lower priority interactions.

As long as an interaction remains in a queue, it maintains its priority. However, if an interaction

moves from one queue to another queue, the interaction’s priority may change, based on the
method used to move the interaction.

When you redirect an interaction manually, the interaction always adopts the default priority level
of the destination queue.

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When you redirect an interaction manually, the interaction always adopts the default priority
level of the destination queue. For example, suppose Queue 1 has a priority of 1 and Queue
2 has a priority of 15. When an interaction first enters Queue 1, it has a priority of 1. However,
if you manually move that interaction to Queue 2, using either a drag-and drop operation or
the right-click menu, the interaction priority lowers to 15. The rules work the same in reverse.
If you manually move a priority 15 interaction from Queue 2 to Queue 1, the interaction priority
increases to 1 when it enters Queue 1.

Interactions interflowed automatically retain the original interaction priority.

6.2.7.4 Redirecting interactions

An interaction can move between queues automatically (interflow) or manually (redirection).

Interflow

You can configure Inqueue workflows to automatically move an interaction from one to queue to
another after a specific duration through the Interflow activity. For example, you could configure
your system to move an interaction from Queue 1 to Queue 2 if the interaction has not been
answered within 30 seconds. For more information on the Interflow activity, see "Routing
interactions with the Interflow activity".

Redirection

Using Interactive Visual Queue, you can manually redirect an interaction from a queue to another
queue, to an agent, or, if it is a voice interaction, a dialable number.

There are two ways a voice interaction can be removed from the system. If a voice interaction is
moved more than 10 times, either by redirection or by interflow, the interaction is dropped
from the system. You can see the current number of times an interaction has moved between
queues in the Queue Hops column. A voice interaction will also be automatically removed
from the system if its total time in the system exceeds 24 hours. The Total Time column lists
the interaction’s duration in the system. Email, SMS and chat interactions are removed from the
system if they are offered to agents over 50 times.

If an interaction is an email interaction, it can also be set to No Reply or Junk and removed from
the system.

You can manually redirect an interaction in the Queued media grid using the following methods:

• Drag and drop an interaction between queues.

• Use the right-click menu to move an interaction between queues.
• Use the right-click menu to send an interaction to a specific dialable number or email
address

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You may notice that the first two methods perform the same action. However, the second method
is convenient when a queue monitor is maximized and you want to move an interaction without
having to resize one or more monitors.

You can remove interactions in the Interactive Visual Queue Monitor in the following ways:

• Delete voice interactions from the monitor (voice only)

• Tag emails as No Reply needed
• Tag emails as Junk

When you manually redirect (drag and drop) an interaction in Interactive Visual Queue, Mi
Contact Center Business changes the way the voice interaction is pegged on the Queue
Performance reports. If you redirect an interaction before the short abandon time set for the
queue, the interaction is pegged as Unavailable. If you redirect an interaction after the short
abandon time set for the queue, the interaction is pegged as Interflowed. An internal ACD
interaction is pegged as Abandoned if the interaction is redirected at any time.

6.2.7.4.1 Redirecting multimedia interactions

between queues
To drag and drop interactions between queues

1. In the Queued media grid, click anywhere in the row of the interaction you want to
move.
2. Use a drag-and-drop operation to move the interaction from its original queue monitor
to a new queue monitor.

Note:

• You can drag an interaction only from one Interactive Visual Queue monitor to
another if the destination monitor has the same media type (such as email to
email, chat to chat, and so on).
• Only one interaction can be moved over at a time.
• If the destination monitor has multiple queues for the same media type, the
system will assign the redirected interaction to the queue with the fewest
interactions in queue.

To redirect an interaction between queues using the menu

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1. In the Queued media grid, right-click the row of the interaction you want to redirect and
click Send to > Queue.

A list of available queues displays.

Note:

You can use the search button to locate a specific queue, either by name or reporting
number.

2. Click the name of the queue to which you want to redirect the interaction.
3. Click OK.

Alternatively, to redirect an interaction from one queue to another queue

1. In the Queued media grid, right-click the row of the interaction you want to redirect and
click Send to.
2. In the list of queues beneath Queue, select a queue.

6.2.7.4.2 Redirecting multimedia interactions to

agents
You can transfer interactions in queue directly to agents who are available or in Make Busy/
Overloaded states. Agents who are logged out, in DND, Offline (WEB), or whose presence is
Unknown cannot receive transferred interactions and do not appear in the list of available agents.

To redirect multimedia interactions to agents

1. In the Queued media grid, right-click the row of the interaction you want to redirect and
click Send to > Agent.

A list of available agents who can handle the interaction’s media type displays.

Note:

You can use the search button to locate a specific agent, either by name or reporting
number.

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2. Click the name of the agent to which you want to send the interaction.
3. Click OK.

6.2.7.4.3 Redirecting email interactions to specific

email addresses
Using the Send to menu option, you can redirect interactions in Interactive Visual Queue to any
email address.

To redirect an email interaction to another email address

1. In the Queued media grid, right-click the row of the email interaction you want to
redirect and click Send to > [Destination].
2. When you click [Destination], it changes to a text box.
3. Type an email address into the text box and press Enter.

You can enter multiple email addresses, separating each with a semi-colon (e.g.
[email protected];[email protected]).

Note:

If you are licensed to access multimedia functionality in Ignite, you can alternatively
redirect interactions directly to an agent by forwarding or transferring. See "Handling
emails in Ignite" and "Handling chats in Ignite".

6.2.7.4.4 Tagging emails and SMS as Junk

Supervisors can mark email or SMS interactions in an Interactive Visual Queue monitor as junk,
removing junk interactions from the queue.

To tag an email or SMS interaction as Junk

1. In the Queued media grid, select the interaction(s) you want to tag as Junk.

Select multiple emails by holding CTRL or Shift and clicking the emails.
2. Right-click the row of the interaction you want to tag as Junk.
3. Click Junk Conversation.
4. Click Yes.

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Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• If you are licensed to access multimedia functionality in Ignite, you can
alternatively tag emails as Junk using Ignite. See "Marking emails as No Reply
and Junk".

6.2.7.4.5 Tagging email and SMS interactions as No

Reply Needed
Supervisors can mark email and SMS interactions in an Interactive Visual Queue monitor as
requiring no reply, such as out of office emails, removing them from the queue.

To tag an email and SMS interaction as No Reply needed

1. In the Queued media grid, select the interaction you want to tag as No Reply needed.

Select multiple interactions by holding CTRL or Shift and clicking the emails.
2. Right-click the row of the interaction you want to tag as No Reply needed.
3. Click No Reply.

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• If you are licensed to access multimedia functionality in Ignite, you can
alternatively tag email and SMS interactions as No Reply Needed using Ignite.
See "Marking emails as No Reply and Junk" and "Marking SMS contacts as No
Reply and Junk".

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6.2.7.5 Previewing queued multimedia interactions

Supervisors monitoring queues in Interactive Visual Queue can preview the contents of queued
email, SMS and chat interactions. The following figure shows a previewed email. Previewed
emails display in a new window that shows the contents of the email. Supervisors can preview
embedded files in the email and download attachments, such as images and e-signatures, but
they cannot edit previewed emails, however, nor can they preview an email in an agent’s inbox. A
supervisor can have only one email preview open at a time.

Figure 36: Previewed email

The following figure shows a previewed chat session. Previewed chats show the content of the
chat session. Supervisors can open links in the previewed chat session, but they cannot view
embedded media or participate in the chat. A supervisor can preview only one chat at a time.
Supervisors previewing chats must have an associated chat agent.

Figure 37: Previewed chat

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The following figure shows a previewed SMS interaction. Previewed SMS interactions show the
content of the SMS session. Supervisors can open links in the previewed SMS session, but they
cannot view embedded media or participate in the SMS interaction. A supervisor can preview
only one SMS interaction at a time. Supervisors previewing SMS interactions must have an
associated SMS agent.

Figure 38: Previewed SMS

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While the preview window is open, no other actions can be taken in Contact Center Client,
although you can still answer phone calls from the desktop notification. Previewing a multimedia
interaction does not impact the ability of that multimedia interaction to interflow to another queue,
to be offered to or picked by an agent, or any other activity in Multimedia Contact Center.

The following procedures take place in an open Interactive Visual Queue monitor in Contact
Center Client.

To preview a multimedia interaction

• Right-click the email, SMS or chat you want to preview and select Preview.

To print an email preview window

• Click the printer icon in the email preview.

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6.2.7.5.1 Removing interactions from Interactive

Visual Queue monitors
Interaction can be removed from Queued and Abandoned media monitors. Deleting an
interaction from Interactive Visual Queue does not remove the interaction from the actual queue.
Instead, it removes the interaction from the monitor and stops Interactive Visual Queue from
tracking it.

To remove an interaction from Interactive Visual Queue

1. Right-click the row of the interaction you want to remove.

2. Click Delete.

The interaction is removed from Interactive Visual Queue

6.2.7.6 Forecasting multimedia contact center

staffing requirements
The Forecasting tool built into Contact Center Client and Workforce Scheduling enables
supervisors to take historical data generated by their contact center’s ACD routing systems and
multimedia servers and use it to predict future traffic volumes and patterns to estimate required
resources to handle their contact center’s workload.

The Forecasting tool forecasts for each media separately when generating forecasts and does
not adjust for agent Workload. Agents allowed to handle simultaneous interactions are likely to
be more efficient than those handling a single call due to their ability to multitask. As a result,
the number of required agents in a forecast may be met by fewer agents if their Workload
permits them to handle different media interactions and numbers of interactions concurrently.
Supervisors should adjust their forecast statistics to compensate for the Workload of the agents
being forecasted. It is recommended that Workload be the same for all members in an agent
group being forecasted.

For more information on forecasting, see the Forecasting chapter of the MiContact Center
Business User Guide. For information on using the Forecasting tool within Workforce Scheduling
to schedule your employees based on multimedia queue traffic needs, see the Workforce
Scheduling chapter of the MiContact Center Business User Guide.

6.3 Accessing historical real-time information with Contact

Center Client
sing Auditor you can view historical, multimedia real-time events, at your own pace. Auditor
makes it easy for you to analyze when and why past service problems occurred. By
understanding the series of events you can prevent such issues from recurring.

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For example, you notice that on July 15 you have 12 interactions abandon between 10:00 AM
and 10:15 AM. You can review the interactions and the agents’ actions on that date for that
time period with Auditor. Did all of the interactions arrive at the same time? Did all of the agents
go on break at the same time? If all of the interactions arrived at once, you need to schedule
more people. If all of the agents went on break at the same time, you need to adjust their break
schedule.

Using Auditor you can also track when employees log on and log off the system. It is easy to
determine if any of the employees consistently start late or finish early.

With Auditor, you can use existing profiles, including alarm thresholds, when viewing past days
run in real time.

Your access to Auditor is determined by administrator-set security roles.

The first toolbar consists of real-time monitors that provide information on agent availability,
queue statistics, and graphic displays on queues. (See the following figure.)

Figure 39: Auditor toolbar

6.3.1 Auditor icons

Using Auditor’s second toolbar you select the date of the historical real-time events that you want
to view and the speed at which to play the events. The icons are described in the following table.

Table 23: Auditor Icons

Icon Term Meaning

Calendar You can select the date of the

historical real-time events that
you want to view by clicking
the calendar.

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Icon Term Meaning

Speed of audit The Speed of audit is

expressed as a ratio of real-
time to play speed. You can
select the speed from a list of
ratios that opens when you
click the clock: 1:1, 1:2, 1:5,
1:10, 1:30, 1:60, and 1:120. If
you select the ratio1:1, it will
take you one second to view
one second of the past day.
If you select 1:60, it will take
you one second to view one
minute of the past day.

Rewind If you click Rewind when the

play is stopped, you jump
back to the beginning of the
day.

Stop You can stop the real-

time historical events from
playing, and jump back to
the beginning of the day, by
clicking Stop.

Pause You can pause the real-time

historical events by clicking
Pause.

Play You can play the real-time

historical events by clicking
Play.

Step forward You can select the increment

(in seconds) you will advance
from a list that opens when
you click the down arrow to
the right of Step forward: 1
sec, 2 sec, 5 sec, 10 sec, 15
sec, 30 sec, and 45 sec. If
you select 30 seconds, then

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Icon Term Meaning

when the play is stopped, you

can step forward in 30 second
increments each time you
click Step forward. When you
reach the end of data for that
day, you will automatically
jump to the end of the day.

Jump forward You can select the increment

(in minutes) you will advance
from a list that opens when
you click the down arrow to
the right of Jump forward: 1
min, 2 min, 5 min, 10 min, 15
min, 30 min, and 60 min. If
you select 10 minutes, then
when the play is stopped,
you can jump forward in 10
minute increments each
time you click Jump forward.
When you reach the end of
data for that day, you will
automatically jump to the end
of the day.

Slider As you view the events of

the day, the slider indicates
the time at which the events
occurred. The length of the
slider represents the length
of the day for which you are
viewing historical real-time
events.

6.3.2 Viewing historical real-time events

You start Contact Center Client to gain access to Auditor functionality. For more information on
Contact Center Client real-time monitoring, see "Contact Center Client" chapter of the MiContact
Center Business User Guide.

To view historical real-time events, you must

1. Start Contact Center Client.

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2. Open the grids in which you want to view historical events.

Note:

When viewing a Queue or Queue Group monitor, emails in queue that arrived from a
previous day in the auditing period will not show up in the monitor statistics until an action
is taken on them during the auditing period.

3. Start Auditor.

6.3.3 Starting and using Auditor

You start Contact Center Client to gain access to Auditor functionality.

To view historical real-time events, you must

1. Start Contact Center Client.

2. Open the grids in which you want to view historical events.

Note:

When viewing a Queue or Queue Group monitor, emails in queue that arrived from a
previous day in the auditing period will not show up in the monitor statistics until an action
is taken on them during the auditing period.

3. Start Auditor.

Note:

If you are using the Contact Center Client marquee, Contact Center PhoneSet Manager,
Contact Center Softphone, or Interactive Visual Queue applications (which function only in
real time), open Auditor in another instance of Contact Center Client.

To start and use Auditor

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1. In the Contact Center Client ribbon, click Auditor Controls.

2. Click Auditor Mode in the toolbar ribbon.

The Auditor toolbar displays.

3. Click the calendar icon and select a date.

The date displays on the left of the slider.

4. Click the speed icon and select the speed of the audit.

The speed of the audit, expressed as a ratio of real time to play speed, displays on the right of
the speed icon.
5. Move the slider to select the time of day at which you want to start monitoring.
6. Click the play button to play the real-time events of the selected date.

The historical real-time events play at the speed you selected.

6.4 Accessing real-time information with Ignite (WEB)

Ignite (WEB) enables real-time monitoring of employees, agents, queues, and callback requests.
The Ignite (WEB) real-time monitors do not duplicate those available in Contact Center Client but,
instead, offer a succinct set of the most essential statistics in the highly accessible online format
of Ignite (WEB).

The following real-time monitors are available in Ignite (WEB):

• Employee State
• Agent State
• Queue Now
• Callback Requests

To access the real-time monitors in Ignite (WEB):

1. In Ignite (WEB), click Dashboards.

2. Click the down arrow and select the dashboard from the list that contains the monitor
you want to display.

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Note:

• Alarms are not supported for real-time monitors in Ignite (WEB).

• Access to real-time monitors is determined by administrator-set security roles.

To learn how to add and configure settings for real-time monitors in Ignite (WEB), see
"Configuring Ignite (WEB) dashboards".

6.4.1 Monitoring employee state in Ignite (WEB)

The Employee State monitor available in Ignite (WEB) enables you to view activity and, if
enabled for Interactive Contact Center, adjust presence for individual employees in your contact
center.

You can view the following real-time employee information:

• Employee name, reporting number, and avatar

• ACD availability and state (with colored state icon)
• Busy duration for the day
• Do Not Disturb duration for the day
• Number of interactions handled for the day (voice, email, chat, SMS, open media as
applicable)
• Date/Time of first login
• Total shift duration

Note:

Only one employee at a time can display in the Employee State monitor, but you can
optionally add several employee monitors to a dashboard to access information for multiple
employees.

The Employee State monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard,
To learn how to add and configure settings for the Employee State monitor in Ignite (WEB), see
"Configuring Ignite (WEB) dashboards".

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6.4.2 Monitoring agent state in Ignite (WEB)

The Agent State monitor available in Ignite (WEB) enables you to view the real-time state
of agents in your contact center and, if enabled for Interactive Contact Center, adjust agent
presence.

Each column lists agents in order of time in state, with the longest in state at the top. For
example, the agent at the top of the Idle column is the next longest idle agent and should receive
the next inbound interaction.

The following table lists and describes real-time agent state information that displays in the Agent
State monitor in Ignite (WEB).

Table 24: Agent State monitor statistics - Ignite (WEB)

STATISTIC DESCRIPTION

ACD includes agents in ACD and ACD Hold

Idle includes agents who are available for ACD but

currently not handling any interactions

Non ACD includes agents in Non ACD, Non ACD Hold,

Outbound, and Outbound Hold

Unavailable includes agents in Do Not Disturb, Busy, Work

Timer, and Reseize Timer

Not Present includes agents who are logged in as an

agent but not present in any agent groups

Offline includes agents who are logged in as an ACD

agent

The Agent State monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard,
To learn how to add and configure settings for the Agent State monitor in Ignite (WEB), see
"Configuring Ignite (WEB) dashboards".

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6.4.3 Monitoring queues in Ignite (WEB)

The Queue Now monitor available in Ignite (WEB) enables supervisors to view queue or queue
group statistics and a summary of current agent states for each queue or queue group in real
time.

Queue statistics include Offered, Service Level %, Interactions Waiting, Requeued, and Longest
Waiting. Handled, Interflowed, and Abandoned counts can also be accessed by hovering over
‘Offered’ for each queue or queue group.

The following table lists and describes queue statistics that display in the Queue Now monitor in
Ignite (WEB).

Table 25: Queue Now monitor statistics - Ignite (WEB)

STATISTIC DESCRIPTION

Offered the total number of interactions offered to the

queue or queue group

Service Level % for a queue, this is the percentage of

interactions handled within the queue’s
Service Level Time value over the day

for a queue group, this is the lowest

percentage of interactions handled within the
queue’s Service Level Time value over the
day across all queues

Contacts Waiting the current number of interactions in queue

waiting for a member to become available,
including those listening to silence, music, or
recorded announcements

Requeued the total number of ACD interactions

requeued

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STATISTIC DESCRIPTION

Note:

This statistic displays information for

ACD paths only. Statistics for Ring
Groups display as '0'

Longest Waiting the current duration, in minutes and seconds,

of the interaction waiting the longest in queue
or queue group

Handled the total number of ACD interactions handled

by members

Interflowed the total number of ACD interactions

interflowed interflow is a mechanism that
directs an interaction waiting in queue to
another answer point

Note:

If an interaction waiting in queue is

redirected before the queue's short
abandoned time has elapsed, the queue
is pegged with a Queue Unavailable
count rather than an interflowed count.
For the Interflowed peg to occur, the
redirection must occur after the short
abandoned time has elapsed

Abandoned the total number of interactions abandoned

before being answered by members

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STATISTIC DESCRIPTION

Note:

Abandoned does not peg short

abandons as abandoned interactions in
the Queue Now monitor. The Abandoned
column in the Interactive Visual
Queue monitor displays all abandoned
interactions. Because of this difference,
you may notice discrepancies between
the abandoned call information in these
two monitors

The current number of agents, by state, also displays for each queue or queue group for the
following agent states:

• Idle: includes agents who are available for ACD but not currently handling any
interactions
• ACD: includes agents in ACD and ACD Hold
• Non-ACD: includes agents in Non ACD, Non ACD Hold, Outbound, and Outbound
Hold
• Unavailable: includes agents in Do Not Disturb, Busy, and Work Timer

The Queue Now monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard,
To learn how to add and configure settings for the Queue Now monitor in Ignite (WEB), see
"Configuring Ignite (WEB) dashboards".

6.4.4 Viewing and managing callbacks in Ignite (WEB)

When licensed for IVR, the Callback Requests monitor, available in Ignite (WEB), enables you to
interact with callbacks and monitor their state in real time.

The Callback Requests monitor enables users to requeue, reject, and delete callbacks from
within the monitor. Requeued callbacks are re-entered into their queue. Rejected callbacks are
removed from the queue and will not be offered to employees. Deleted callbacks are removed
from the monitor, but are not removed from the system.

To requeue, reject, or delete a callback

• In the row of the call you want to interact with, in the Actions column, left-click either
Requeue, Reject, or Delete.

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The following table lists and describes the statistics available in the Callback Requests monitor.

Table 26: Callback Requests monitor statistics - Ignite (WEB)

STATISTIC DESCRIPTION

Name the name of the caller

Number the phone number provided by the caller

Status the status of the callback

Offer At the specific time the callback will be executed

Received the specific time the caller submitted the

callback request

Preferred Time the time the caller is available to receive

the callback (if the caller does not enter a
preferred time, this column will be blank)

Destination the queue, agent, and extension for which the

callback is intended

# of Attempts the number of times the callback has been

attempted

Last Attempted the specific time the last callback attempt to

the caller was made

Actions within this column, you can choose to

requeue, reject, or delete a callback

The Callback Requests monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard,
To learn how to add and configure settings for the Callback Requests monitor in Ignite (WEB),
see "Configuring Ignite (WEB) dashboards".

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6.5 Managing a multimedia contact center with Ignite

As a supervisor, there may be situations where you want to access Ignite's agent features. For
example, you may want to occasionally log in to alleviate contact center congestion by handling
interactions.

Ignite is also useful for directly transferring interactions to specific agents or as an alternative
method for tagging interactions as Junk or No Reply Needed. In addition, supervisors access
Ignite to search email, chat, SMS, and open media history.

Supervisors can use the real-time monitors available in the Ignite (WEB) Dashboard to view real-
time queue, agent, and employee statistics as well as interact with agent presence to improve
service levels. You can also view callback requests and choose to requeue, reject, or delete
items from the list.

Note:

Employees must be licensed for Multimedia Contact Center to access the full multimedia
features in Ignite. For more information, see "Adding multimedia capabilities to employees".

6.5.1 Handling multimedia interactions

When traffic levels necessitate, supervisors with appropriate licensing can log into Ignite
and alleviate congestion by handling interactions. Emails can be configured to overflow to a
supervisor after a specified length of time in queue. If a supervisor primarily uses Contact Center
Client, they can minimize Ignite and be notified when they receive an overflow email.

See the Ignite section of this guide for information regarding handling interactions in Ignite.

6.5.2 Searching email, chat, and SMS history

Building a case history is an essential part of investigating situations that result from a customer
complaint or a customer commendation. Searching email, chat, SMS, and open media history
helps you to follow the trail of activity, enabling you to react appropriately in an informed way.

See "Searching Ignite’s folders" and "Reviewing contact history" for more information.

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6.5.3 Accessing real-time monitors in Ignite (WEB)

Real-time monitoring of employees, agents, queues, and callback requests is available via the
dashboards in Ignite (WEB).

For more information, see "Configuring Ignite (WEB) dashboards", "Accessing real-time
information with (WEB)", and "Interacting with agent presence to improve service levels".

6.6 Managing Agent Groups and Agent Skill Levels

An employee who has a 'System Administrator' supervisor license can manage the Skill Levels
and Presence Status of agents in an agent group. An employee having this license can set the
skill levels of agents in an agent group and add or remove agents from an agent group using
Web Ignite.

6.6.1 Adding Agents to Agent Group

To add agents to an agent group:

1. In Web Ignite, log in as a Supervisor with System Administrator credentials.

2. Go to Tools > MiCC Web Configuration.
3. Select an agent group from the drop-down list.
4. Click the Add agent group members button on the right.

The Agent Groups configuration page opens.

This page lists the names and reporting numbers of group members (agents).
5. Select one or multiple agents from the list to add to the selected agent group.
6. Select a suitable skill level from the Skill Level drop-down list. This is applied for one
or multiple agents that you select.
7. Select a presence status for the agent by clicking on the presence icons.
8. Click Apply.

This will add the selected agents to the agent group.

6.6.2 Updating Agents Skills in Agent Group

To update agent skills for the agents in an agent group:

1. In Web Ignite, log in as a Supervisor with System Administrator credentials.

2. Go to Tools > MiCC Web Configuration.

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4. Click the Update agent group members button on the right.

The Agent Groups configuration page opens.

This page lists the names and reporting numbers of the group members (agents).
5. Select one or multiple agents from the list that you want to update.
6. Select a suitable skill level for the agent from the Skill level drop-down list.
7. Select a presence status for the agent by clicking on the presence icons.
8. Click Apply.

This will update the skill level and presence status of the agents.

6.6.3 Removing Agents from Agent Group

To remove agents from an agent group:

1. In Web Ignite, log in as a Supervisor with System Administrator credentials.

2. Go to Tools > MiCC Web Configuration.
3. Select the agent group from the drop-down list.
4. Click the Remove agent group members button on the right.

The Agent Groups configuration page opens.

This page lists the names and reporting numbers of the group members (agents).
5. Select one or multiple agents to be deleted from the group.
6. Click Remove from agent group button.

• This will remove the selected agents from the agent group.
 Agents - Handling customer
interactions in a multimedia contact 7
center
• Managing agent preferences
• Ignite

Agents in a multimedia contact center are enabled to handle interactions of various media types,
including voice, email, chat, SMS, and open media. Ignite enables agents to interact with customers,
view and adjust their Agent Group Presence and Busy/Make Busy and Do Not Disturb states, and
view statistics in real time to determine availability of other agents and to be aware of current contact
center conditions.

Agent preferences, such as login ID and language, can be modified in CCMWeb, your online center
for personal settings and accessing the Help resource documentation.

7.1 Managing agent preferences

Agents in a multimedia contact center are enabled to handle interactions of various media
types, including voice, email, chat, SMS, and open media. Ignite enables agents to interact
with customers, view and adjust their Agent Group Presence and Busy/Make Busy and Do Not
Disturb states, and view statistics in real time to determine availability of other agents and to be
aware of current contact center conditions.

Agent preferences, such as login ID and language, can be modified in CCMWeb, your online
center for personal settings and accessing the Help resource documentation.

Agents can manage their preferences in CCMWeb, a web-based application that provides agents
with the ability to view and change settings associated with their login ID. Using the options under
CCMWeb’s My options tab, agents can set their language preferences, view their security roles,
change their password, and manage lists of contacts for emailing reports. Via options under the
Help tab, agents can access help documentation, view software information, and download the
Client Component Pack installation file.

See "Setting up user preferences" to learn how to set user preferences, view security roles, and
configure email contacts.

7.2 Ignite
Ignite is used by agents to handle all types of media, including voice, email, chat, SMS, and open
media.

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Note:

The Desktop Ignite application is not supported on MiCC Business for Open SIP. Agents
must use Web Ignite for all agent functionality.

Ignite is available as either a desktop or Web version. They share much of the same functionality
but also offer unique agent and supervisor experiences enabling you to choose the application
that suits your individual needs. In our documentation, we refer to desktop Ignite and its features
as Ignite (DESKTOP) and Web Ignite and its features as Ignite (WEB) or, where appropriate, as
DESKTOP or WEB only.

If you want access to the following features, we recommend using Ignite (DESKTOP):

• Fully supported integration with MiCollab Client, including:

• State indicator collaboration (state changes in either Ignite or MiCollab are reflected
in each application)
• Ability to dock Ignite to MiCollab Client and minimize/maximize both applications
simultaneously
• Auto-logout from MiCollab Client when agent logs out of Ignite
• Recording and implementing pre-announce and agent greetings
• Requesting help from other agents or supervisors while on a call
• Viewing agents' Inbox contents
• Being notified by email of Enterprise Server alarms
• Using the ‘Next Longest button’ to access longest-waiting Chat and SMS
interactions with a single click
• Grouping, sorting, and organizing interactions using the card and grid views

If you want access to the following features, we recommend using Ignite (WEB):

• Accessing Ignite from any supported, Web-enabled device

• Full support for tablets (Apple, Android, and Microsoft)

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Note:

When Ignite (WEB) is used on a desktop PC, laptop PC, or a tablet, the machine enters
sleep mode after a certain period of inactivity. Upon waking up the device, Ignite (WEB) need
to be refreshed to re-establish connection to the MiContact Center Business. Considering
this, MiContact Center Business does not support or recommend the usage of Mobile
devices to connect to Ignite (WEB) as Mobile devices have a much shorter awake time and
will constantly enter the sleep mode, because of which new notification of conversations
might not be received by the device.

• Viewing multiple windows simultaneously to enable greater, immediate access to

different types of information
• Switching between desktop, and tablet, while maintaining consistent access to all
relevant information
• Logging in to Ignite, without necessarily being available in queues, enabling
employees to access Ignite without being presented with ACD calls
• Accessing supervisor-light version of Contact Center Client’s Interactive Contact
Center capabilities, including interacting with agent states and agent group presence,
and moving interactions from queues to agents, based on agent availability and queue
activity levels

Note:

Using MiCollab Client in conjunction with Ignite, to handle voice interactions, but without
integration functionality, such as collaborative state updates, docking, minimizing/maximizing
together, click to IM other agents and supervisors, and MiCollab Client auto-logout when
logging out of Ignite.

The following sections describe Ignite's functionality and include procedures for working in Ignite,
with a focus on non-voice media types. If your contact center also handles voice interactions, we
recommend implementing the MiCollab and Ignite integration described in the MiContact Center
Business User Guide.

7.2.1 Accessing Ignite (DESKTOP)

The following procedures explain how to

• Open and close Ignite

• Log in and out of Ignite

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Voice agents should consult "Logging in and out of Ignite (DESKTOP)" for important instructions
on logging into Ignite in conjunction with Contact Center Softphone, PhoneSet Manager, or hard
set desk phones.

For information on accessing the Ignite web client, see "Logging into Ignite (WEB)".

7.2.1.1 Opening and closing Ignite (DESKTOP)

Accessing Ignite and its features requires employees to be licensed for Multimedia Contact
Center and to have specific security roles enabled. Employees experiencing difficulty accessing
Ignite should consult their supervisors or system administrators.

Note:

Employees without Multimedia Contact Center licensing can be licensed to use Ignite but will
have access to voice interactions only.

The following procedures explain how to

• Open Ignite
• Close Ignite

Note:

When Ignite closes, it logs the agent out of all associated devices.

To open Ignite

• Ignite can be opened from Windows’ Start menu, Programs menu, Taskbar, or from a
Desktop shortcut.

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Note:

• Launching client-side desktop applications from the task bar causes them to
bypass the MiContact Center Updater Service process. To ensure successful
updates from the Enterprise Server, after an upgrade close all client-side
applications for 15 minutes or reopen them from the Start menu/Start screen.
• If MiContact Center Business applications are configured to use Windows
Authentication, opening Ignite also logs agents into the program.

To close Ignite

• In the Sidebar, click the Sign Out or Exit button and select Exit Application.

7.2.1.2 Logging in and out of Ignite (DESKTOP)

The following provides important information on logging in and out of Ignite in conjunction with
voice devices and with interactions in the Inbox.

We recommend that agents using Ignite log into their voice device before logging into Ignite.
Once logged into their voice device, the agent can minimize Contact Center Client to the system
tray and log into Ignite.

Agents can configure Contact Center Client to launch Ignite when logging into the phone, so
the agent only has to launch one application to handle voice and multimedia. If you choose the
‘Remember Me’ option on the Ignite Sign In screen, Ignite launches and automatically logs you
in. For more information, see "Automatically launching Ignite upon voice login (DESKTOP)". This
option is available for Contact Center Softphone and PhoneSet Manager only.

Agents may find that, after logging into their phone and into Ignite, they are placed in Make Busy
across all agent capabilities. This is a recommended administrative configuration. After logging
into Ignite the agent can remove Make Busy and become available to receive ACD voice and
multimedia interactions.

When an employee logs out of Ignite, all agents representing the employee are logged out,
including voice agents. However, voice agents on active calls are not logged out until the call is
complete. Logging out of the voice device logs multimedia agents out of Ignite and may requeue
items in the Inbox, depending on administrative configurations.

Agents logging out of Ignite with interactions in the Inbox are notified if active interactions will
requeue. Interactions that requeue are indicated in Ignite’s List pane and display a larger media
icon than interactions that do not requeue. To avoid losing work on these items, agents should
finish their reply or transfer the items to a queue before logging out.

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The following procedures explain how to

• Log into Ignite

• Log out of Ignite

To log into Ignite

1. Start Ignite.
2. If prompted, type your Username and Password and verify the Enterprise Server IP
address.
3. If you use Secure Socket Layer, select SSL.
4. Optionally, select Remember my credentials.
5. Click Login.

To log out of Ignite and restart the program to the login screen

• In the Sidebar, click the Sign Out or Exit button and select Sign Out.

The agent is logged out of Ignite, and Ignite restarts to the login screen.

To log out Ignite and close the application

• In the Sidebar, click the Sign Out or Exit button and select Exit Application.

The agent is logged out of Ignite, and the application closes.

7.2.1.2.1 Automatically launching Ignite upon voice

login (DESKTOP)
If you use both Contact Center Client and Multimedia Contact Center, you can instruct Contact
Center Client to automatically launch Ignite after you log into your phone. This enables you to
launch one application to handle both voice and multimedia. If you choose the ‘Remember Me’
option on the Ignite Sign In screen, Ignite launches and automatically logs you in.

This option can be saved to your Contact Center Client profile. However, the option is only
available when using PhoneSet Manager and Contact Center Softphone.

To automatically launch Ignite upon voice login

1. Open Contact Center Client and click the File icon.

2. Select your profile name and click OK.

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Note:

If you have not configured a profile, see "Setting up the soft phone" in the MiContact
Center Business User Guide.

3. In the ribbon, select Soft Phone and click the Soft Phone icon.
4. In the Soft phone configuration window, select the Automatically launch the Ignite
Client on ACD login check box.
5. Click OK.
6. On the ribbon, click Save.

Note:

If you are running the MiCollab Client Ignite integration, when you log into MiCollab Client,
Ignite is automatically launched. You can set your profile to also automatically launch
MiCollab Client when you start and log into Ignite. See "General settings (DESKTOP)".

7.2.2 Getting started with Ignite (DESKTOP)

The following sections provide a walkthrough of Ignite’s interface. While this section contains
some procedures for viewing and orienting Ignite, agents can access in-depth information on how
to use Ignite by following the cross-references throughout.

The following figure illustrates Ignite’s UI, in the My Folders view. This is the view where agents
perform most of their tasks related to handling multimedia interactions.

Note:

If you display taskbars on multiple monitors, maximizing Ignite on the secondary display
does not cover the taskbar and in some instances causes the taskbar to obscure a portion of
Ignite. To correct this, see the following Mitel Knowledge Base article: http://micc.mitel.com/
kb/KnowledgebaseArticle52017.aspx.

Figure 40: The Ignite UI for handling multimedia interactions

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7.2.2.1 The Sign In screen (DESKTOP)

Agents access Ignite via the Sign In screen.

Agents with multimedia and voice capabilities should follow best practices for logging into voice
and multimedia. For more information, see "Logging in and out of Ignite".

For information on exiting Ignite, see "Opening and closing Ignite".

Note that the availability of Ignite’s functionality depends on employee licensing. If you log into
Ignite and are not able to access its functionality, or if you receive a message saying you are not
configured for ACD, contact your supervisor or system administrator.

7.2.2.2 The Agent Group Presence Status screen

(DESKTOP)
The Agent Group Presence Status screen is where agents can view

• The Agent Groups for which the agent handles interactions.

• Whether the agent is present in or absent from these groups.

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• The default presence settings configured in YourSite Explorer.

If permitted, agents can adjust their agent group presence on this screen.

For information on accessing the Agent Group Presence Status screen, see "Viewing Agent
Group Presence in Ignite".

For information on using the Agent Group Presence Status screen to become present in, or
absent from, agent groups, see "Adjusting Agent Group Presence in Ignite".

7.2.2.3 The Folders pane (DESKTOP)

The Folders pane contains the media folders and the queues for which the employee’s agent
groups handle interactions. For more information, see "The Media Folders view (DESKTOP)" and
"The Queue Folder view (DESKTOP)".

Agents can expand or collapse Ignite’s Folders pane to give more or less space to the Media
Folder and Queue Folders views. By default, the Folders pane is expanded.

To expand or contract Ignite’s Folders pane, click the arrow button beside Folders, at the top of
the Folders pane.

7.2.2.4 The Sidebar (DESKTOP)

Ignite’s Sidebar displays the following agent controls. (See the following figure.)

• Agent Group Presence

See "Viewing Agent Group Presence in Ignite" and "Adjusting Agent Group Presence in
Ignite".
• Make Busy

See "Setting and removing Make Busy in Ignite".

• Do Not Disturb

See "Setting and removing Do Not Disturb in Ignite".

• Remove Work Timer (displays when Work Timer is active)

See "Work Timer".

• Set Account Code

See "Tagging contacts with Account Codes".

• Classify

See "Tagging calls with Classification Codes".

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• Request help

See "Requesting Help"

• Agent Handling Statistics by Media Type

Agents can select up to three agent handling statistics, by media type, to display in the
Sidebar. If you are enabled for multiple media types, you can toggle between media-specific
statistics using the icon directly above the statistical displays. Select the headphone icon for
voice, the envelope icon for email, the interaction icon for chat, or the phone icon for SMS
statistics. By default the Sidebar displays Shift Time, DND Time, and MKB Time. However,
using the 'Settings' button in the Sidebar, you can select any agent statistics to display.
• Settings

See "Your Ignite profile (DESKTOP)".

• Sign Out or Exit

See "Logging in and out of Ignite (DESKTOP)" and "Opening and closing Ignite (DESKTOP)".
• Expand Ignite / Collapse Ignite

Clicking the 'Expand Ignite / Collapse Ignite' button toggles the view based on your configured
settings. See "Your Ignite profile (DESKTOP)".

Figure 41: Ignite's Sidebar and controls

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7.2.2.5 The Action bar (DESKTOP)

Ignite’s Action bar displays multimedia interaction handling options, which vary by an interaction's
media type and the stage at which the interaction is being handled.

For information on handing multimedia using the Action bar, see "Handling multimedia contacts in
Ignite", "Handling emails in Ignite", "Handling chats in Ignite", and "Handling SMS in Ignite".

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7.2.2.6 The Status bar (DESKTOP)

Note:

The Status bar is only visible to employees with associated multimedia agents. For example,
supervisors without an associated voice, email, chat, or SMS agent do not see the Status bar
in Ignite.

Ignite’s Status bar displays the employee’s overriding state, including

• Time in Ringing – Displays when an employee has ACD interactions ringing in the
Inbox
• Time in ACD – Displays when an employee has placed ACD interactions in reply
mode
• Time in ACD Hold – Displays when an employee has placed ACD interactions on
hold
• Time in Non ACD – Displays when an employee is handling Non ACD interactions
• Time in Non ACD Hold – Displays when an employee has placed Non ACD
interactions on hold
• Time in Outbound – Displays when an employee has placed an outgoing call
• Time in Work Timer – Displays after the employee has handled an interaction,
provided none of the employee’s agents are in an ACD, Non ACD, Outbound, Make
Busy, or Do Not Disturb state

For more information, see "Work Timer".

Note:

If Work Timer is the overriding state, the Status bar displays the Work Timer state that the
agent has been in longest.

• Time in Do Not Disturb – Displays when the employee is in a Do Not Disturb state

For more information, see "Setting and removing Do Not Disturb in Ignite".
• Time in Make Busy – Displays when the employee is in a Make Busy state

For more information, see "Setting and removing Make Busy in Ignite".

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• Time Logged in Not Present – Displays when an employee is not present in any of
their agent groups

For more information, see "Adjusting Agent Group Presence in Ignite".

• Time in Idle – Displays when an employee does not have interactions in the Inbox

An overriding state is one that ‘trumps’ another state, as represented by the list above. States
higher in the list override the states appearing lower in the list. Note that all of the employee’s
agents are considered when the system calculates overriding state.

For example, if an employee’s Chat agent is Idle, but their Email agent is ACD, the Status bar
displays ACD. In this example, ACD is the overriding state. If the employee’s Chat agent is in
Work Timer, and their Email agent is in Make Busy, the Status bar displays Work Timer until Work
Timer expires or is removed. In this example, Work Timer is the overriding state.

The oldest time for a state ‘trumps’ other times for the same state if an agent is handling multiple
interactions. For example, if an employee had two emails in ACD, the displayed value in the
status bar would be the time of the oldest email. When the oldest email is completed, the
displayed value in the status bar would switch to the other email’s Time in ACD.

Ignite’s Status bar also contains statistics on agent performance, offering agents quick access to
their current handling statistics across media types. Icons indicate the media type to which the
following statistics pertain.

• Average Handling Time (mins) – The average time the agent has taken to handle
interactions of each media type
• Workload (current + Work Timer / maximum) – Displays active interactions, and
any Work Timer states, against the maximum number of interactions an agent can be
pushed per media type, as defined by the agent’s Workload. Note that Work Timer
states count against Workload, and will affect whether agents are pushed interactions.
For more information, see "Work Timer".
• ACD (count / duration) – Displays the number of ACD interactions the agent has
handled for a media type, and the time spent handling interactions of that media type
• Non ACD (count / duration) – Displays the number of Non ACD interactions the
agent has handled for a media type, and the time spent handling the interaction.
• Unavailable % – Displays the percentage of time the agent is unavailable during their
shift, including DND, MKB, Unknown, and Work Timer states, and when the agent is
logged in but not available to receive ACD interactions.

Agents access their handling statistics by clicking the ^ button on the right-hand side of the
Status bar. (See the following figure.)

The color of the multimedia icons in the Status bar indicates the agent’s state.

• Green – Indicates an Idle state

• Red – Indicates an ACD or Do Not Disturb state

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• Yellow – Indicates either a Make Busy or Work Timer state, or that the agent is logged
in but not present in any of their agent groups.
• Blue – Indicates the agent is in a Non ACD state
• Gray – Indicates the agent is logged out or otherwise Unavailable

The following figure displays agent handling statistics in Ignite.

Figure 42: Agent handling statistics as displayed in Ignite's Status bar

7.2.2.7 The My Folders view (DESKTOP)

The My Folders view is where agents perform the majority of their contact-related tasks, including
viewing media folders, queues, and handling interactions.

A red banner indicates the number of interactions ringing in the agent's Inbox. For more
information, see "Ringing states in Ignite".

In addition to the above functions, supervisors can use My Folders to view

• Interactions in agent Inboxes

• Interactions sent to the queue
• Outbound emails and agent replies to interactions (email only)
• Interactions in the process of being sent (email only)
• Interactions that failed to route

The My Folders view is divided into the Folder, List, and Preview panes. (See the following
figure.)

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For more information, see "The Folders pane", "The List pane", and "The Preview Pane".

To access the My Folders view

• At the top of Ignite, click the My Folders tab.

Figure 43: Ignite's My Folders view

7.2.2.7.1 Viewing media folders (DESKTOP)

The following procedures explain how to

• View the My Folders folder, which includes the Inbox, Drafts and Drafts subfolders, My
History and My History subfolders, and Failed folder.
• View the Processed folder, which includes the In Progress (supervisors only), History
and History subfolders, and Failed folder.

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• View the Failed folder.

The My History and Processed folders pertain only to email, chat, SMS, and open media
interactions. For more information on Ignite's folders, see "The Media Folders view (DESKTOP)".

For information on the specific interactions agents can view in Ignite’s media folders, see
"Viewing and organizing contacts in Ignite (DESKTOP)".

To view the My Folders folder

• Expand the Folders pane and expand the My Folders folder.

To view the Processed folder

• Expand the Folders pane and expand the Processed folder.

To view the Failed folder

• Expand the Folders pane and expand the Failed folder.

7.2.2.7.2 Viewing interactions in Ignite's folders

(DESKTOP)
Ignite's List pane has two views: Card view and Grid view. Card view is the default view.
Expanding the Card view’s borders converts it to the Grid view.

The Card view indicates when an interaction entered the Inbox and how long an agent has to
handle an interaction before the Service Level timer expires. (See the following figure.)

Agents can customize how data displays in the Card view. For more information, see "Choosing
how contact data displays in the Card view (DESKTOP)".

Figure 44: Data displayed in the List pane's Card view Inbox

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In the Grid view, agents can see extended interaction information and customize the data
displayed. For more information, see "Choosing how contact data displays in the Grid
view (DESKTOP)".

7.2.2.8 The Media Folders view (DESKTOP)

Ignite's Media Folders view displays folders containing interactions dealt with by the queues’
agent groups.

The Media Folders view is divided into three main folders: My Folders, Processed, and Failed.
Each is comprised of several subfolders.

Note:

The My History and Processed folders pertain only to email, chat, SMS, and open media
interactions.

My Folders – The agent’s ‘Personal’ folder. This folder contains multimedia interactions being
offered to the Inbox, multimedia interactions the agent has handled, the agent’s email replies,
and multimedia interactions that were unable to route. My Folder is organized into the following
subfolders.

• Inbox – Contains interactions being offered to the agent and interactions on which the
agent is working. The Inbox indicates the number of ringing interactions, in red. When
a customer responds to a chat, the number of chat interactions awaiting the agent's
response is indicated, in orange. An interaction selected in the Inbox becomes the
active interaction.
• Drafts – Contains the agent's emails in progress. These interactions are organized
into the following subfolders:

• Inbox – Contains replies in progress to inbound emails

• New Emails – Contains outbound emails in progress
• Forward – Contains email forwards in progress
• My History – Contains email, chat, and SMS interactions that the agent has worked
on. These interactions are organized into the following subfolders:

• Handled – Contains the email, chat, and SMS interactions to which the agent has
replied or transferred from reply mode

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Note:

For email, the Handled folder displays only the original, inbound emails.

• Sent – Contains outbound emails and agent replies to email interactions

• No Reply – Contains email interactions designated as needing no reply, such as
out of office messages
• Junk – Contains email interactions and chat transcripts designated as Junk
• Failed – Contains email, chat, and SMS interactions that were unable to route

Processed – A queue-level folder. This folder contains email, chat, SMS, and open media
interactions that agents answering for the queue have worked on and are currently working
on.;Processed also includes email interactions in the process of being sent, and email and chat
interactions that were unable to route. Processed is organized into the following subfolders.

• In Progress – Available only to supervisors. This folder contains email interactions

currently in agent Inboxes. By searching agent names, supervisors can identify all
interactions in an agent’s Inbox.

Note:

Supervisors cannot see agent replies in progress.

• History – This folder contains email and chat interactions that agents have worked on.
These interactions are organized into the following subfolders.

• Handled – Contains the email, chat, and SMS interactions to which the agent has
replied or transferred from reply mode

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Note:

For email, the Handled folder displays only the original, inbound emails.

• Sent – Contains outbound emails and agent replies to email interactions

• No Reply – Contains email interactions designated as needing no reply, such as
out of office messages
• Junk – Contains email interactions and chat transcripts designated as Junk
• Outbox – Contains outbound emails and agent email replies in the process of
being sent. If send attempts exceed the default limit of five, the interaction’s media
icon flashes and displays in red.

Failed – Contains email, chat, and SMS interactions that were unable to route in the queues the
agent or supervisor have permission to view.

Failed is organized into the following subfolders.

• Failed – Contains email, chat, and SMS interactions that were unable to route
• Failed to Send – Contains emails that failed to send because they exceeded the
supported email message size for the mail server
• Auto Replies/Failed Delivery – Contains emails that failed because the recipient had
no more space in their inbox, the recipient had an out of office reply configured, the
message was delayed by the recipient's mail server, or there were invalid addresses in
the delivery list

The interactions contained in each folder can be searched and sorted according to various
criteria. For more information, see "Searching Ignite’s folders".

7.2.2.9 The Queue Folder view (DESKTOP)

The Queue Folder view displays the Unified Queues, Reporting Queues, and Individual Queues
for which an employee’s agent group answers interactions.

Unified Queues – A collection of queues of different media types receiving interactions for a
single service group. For example, a Unified Queue Group called ‘Technical Support’ can contain
a voice, a chat, an email, and an SMS queue receiving tech support interactions. You can view
these queues in a single folder, ‘Unified Queues’, in Ignite. You can control which queues are
visible under Unified Queues in Settings. For more information, see "Queue selection settings
(DESKTOP)".

Reporting Queues – A collection of queues, typically of a single media type, created for
reporting purposes. For example, a collection of queues called ‘Email Technical Support’ can

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contain all email queues receiving tech support interactions. You can view these queues in
a single folder, ‘Reporting Queues’, in Ignite. You can control which queues are visible under
Reporting Queues in Settings. For more information, see "Queue selection settings (DESKTOP)".

Individual Queues – Queues of a single media type, either voice, email, chat, or SMS, which
are not part of a Unified Queue. Individual Queues that are grouped into Reporting Queues also
display here. You can control which queues are visible under Reporting Queues in Settings. For
more information, see "Queue selection settings (DESKTOP)".

7.2.2.9.1 Viewing Unified Queue Groups, Reporting

Queues, and Individual Queues
(DESKTOP)
You must be licensed for Multimedia Contact Center to view queues. Supervisors must also be
configured as agents answering for the queue in order to see its contents.

Selecting a specific queue folder updates Ignite to display the interactions in queue. See "Viewing
contacts in Ignite’s folders (DESKTOP)" for more information. You can organize your queues and
queue groups in alphabetical or reverse-alphabetical order for ease of viewing.

Agents can choose which queues display in Ignite. For more information, see "Queue selection
settings (DESKTOP)". Supervisors can restrict the devices that agents can view in Ignite. For
more information, see "Configuring security roles".

Each queue indicates

• The number of agents available in each queue’s answering agent groups. For
Reporting Queues and Unified Queue Group folders, the total number of agents
available for the queues is displayed.
• The number of interactions in queue, or 'InteractionsWaiting', for the queue and the
queue groups
• The time that the longest waiting interaction has been in queue
• The queue or queue group’s Service Level. This Service Level is color-coded to give
an indication of how the queue is faring. 75% or greater is green, 50% to 74% is
orange, and less than 50% is red.

The following figure illustrates where each statistic displays.

Figure 45: Queue statistics displayed in the Queue Folder view

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The following procedures explain how to

• View Reporting Queues and Unified Queue Groups

• View queues within Reporting Queues and Unified Queue Groups
• View Individual Queues
• Sort queues and queue groups

To view Reporting Queues and Unified Queue Groups

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, expand either Reporting Queues or Unified Queues.

To view the queues within Reporting Queues and Unified Queue Groups

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, expand either Reporting Queues or Unified Queues.
3. Expand the queues for which you want to see members.

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To view Individual Queues

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, expand Individual Queues.

To sort queues and queue groups

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, expand Reporting Queues, Unified Queues, and Individual
Queues.
3. Click the Sort Ascending/Descending button.

See the following figure.

Note:

An upward-facing triangle indicates alphabetical sorting (Ascending). A downward-facing

triangle indicates reverse-alphabetical sorting (Descending).

Figure 46: Ignite's Sort Ascending/Descending button

7.2.2.10 The List pane (DESKTOP)

Ignite’s List pane displays the contents of folders selected in the Folders pane. You can view the
List pane in Card view and Grid view.

Each view can display different interaction details. For information on customizing the data
displaying in the List pane’s Card and Grid views, see "Choosing how contact data displays in the
Card view (DESKTOP)" and "Choosing how contact data displays in the Grid view (DESKTOP)".

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7.2.2.10.1 Viewing the List pane's Grid and Card

views (DESKTOP)
The following procedures explain how to

• Expand or collapse the List pane

• View the List pane in Grid view
• View the List pane in Card view

To expand or collapse the List pane, click the arrow beside the Search box at the top of the List
pane. By default, the Line pane is expanded.

To view the List pane in Grid view

• When in Card view, expand the right-hand border of the List pane until it displays in
Grid view.

To view the List pane in Card view

• When in Grid view, reduce the right-hand border of the List pane until it displays in
Card view.

7.2.2.11 The Preview pane (DESKTOP)

Ignite’s Preview pane serves a number of functions. If administrative configurations permit, the
contents of email, chat, and SMS interactions selected in a folder or in queue are displayed in the
Preview pane before an agent handles them. Unpreviewed interactions display a blue line beside
them.

Requeued emails contain any response text drafted. This text is visible to other employees who
handle the email. Agents can choose to include the drafted content when previewing requeued
emails in queue.

Requeued chat and SMS interactions contain all of the previous interaction between contact and
agent.

For voice interactions, the Preview pane displays call information such as the caller’s ANI.
The Preview pane is the location for formatting replies, applying Account Codes, and viewing
historical transcripts of communications. Functions available in the Preview pane vary by a
interaction’s media type.

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Note:

In this guide, ‘reply mode’ refers to the state of the Preview pane when an agent has selected
an interaction in their Inbox or in queue and has clicked either ‘Reply’, ‘Reply all’, or ‘Pick &
Reply’. ‘Preview mode’ refers to the state of the Preview pane when an agent has selected
an interaction without clicking reply.

7.2.2.12 The Realtime Monitor view (DESKTOP)

The Realtime Monitor view displays current statistics for the following devices:

• Queue Groups
• Queues
• Agent Groups
• Agents
• Employees

Agents can customize which devices within a group display in the Monitor. For more information,
see "Ignite’s Realtime Monitor (DESKTOP)" and "Viewing device statistics in Realtime
Monitor (DESKTOP)".

To access the Realtime Monitor

• At the top of Ignite, click Realtime Monitor.

7.2.3 Viewing and organizing interactions in Ignite

(DESKTOP)
Agents can view, organize, and search for interactions using Ignite’s Folders pane and List pane.

Selecting a folder in the Folders pane displays its contents in the List pane. Agents can organize
how Folder content displays in the List pane. These options vary depending on whether the List
pane is in Card view or Grid view.

Under My Folders, agents can only view interactions that they personally have handled. For
queues, agents can only view interactions sent to the queues for which the agent answers. To
view interactions handled by other agents in the queue you must search the Processed folder.

Employees licensed as Advanced supervisors or System Administrators may search Ignite’s

entire repository. This includes Ignite's In Progress folder (DESKTOP), which enables supervisors
to see interactions currently in agent Inboxes. This search capability does not require Multimedia
Contact Center licensing. However, to view and search interactions in queue using Ignite,

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employees must have a Multimedia Contact Center license and multimedia agents assigned to
the queue.

Descriptive information on folders in Ignite can be found in "Getting started with Ignite
(DESKTOP)".

The following sections explain

• Choosing how interaction data displays in the List pane’s Card view
• Choosing how interaction data displays in the List pane’s Grid view
• Searching Ignite's folders

7.2.3.1 Choosing how interaction data displays in the

Card view (DESKTOP)
By default, interactions in the List pane Card View are sorted in the following order:

1. By media type – voice, email, chat, SMS, or open media

2. By Service Level – Expired first, then in order of the least amount of time remaining to
the highest amount of time remaining
3. By time waiting in queue

This order prioritizes real-time interactions, and places interactions with the lowest Service Level
time or, if expired, the longest waiting time, at the top of the list.

Agents can choose how and what interaction data displays in the List pane’s Card view.

The following procedures explain how to

• Group interactions in a selected folder

• Ungroup interactions in a selected folder
• Sort interactions by a single condition and remove this condition
• Sort interactions by multiple conditions and remove these conditions
• Restore default sorting conditions
• Filter interactions in a folder and remove filters

To group interactions in a selected folder

1. From the Folders pane, select a folder in which to group interactions.

2. In the List pane’s Card view, after No Group, select the drop-down list.
3. Select a grouping condition from the drop-down list. Beside each condition, Ignite
indicates the number of items currently displayed. To display more, click Show more
results ….

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4. Expand individual rows to see interactions matching the grouping criteria. Expand all
rows by clicking the plus icon beside the grouping conditions drop-down list.

To ungroup interactions in a selected folder

1. From the Folders pane, select a folder for which you want to remove grouping
conditions.
2. In the List pane’s Card view, after No Group, select the drop-down list.
3. Select No Group.

To sort interactions by a single condition and remove this condition

1. From the Folders pane, select a folder in which to sort interactions.

2. In the List pane’s Card view, after Custom, select the drop-down list.
3. Select a sorting condition from the drop-down list.
4. Optionally, order the sorted interactions in ascending or descending order by selecting
the Sort Ascending or Sort Descending buttons.
5. To remove the sorting condition, select the drop-down from which you selected the
sorting condition and select No Sort.

To sort interactions by multiple conditions and to remove these conditions

1. From the Folders pane, select a folder in which to sort interactions.

2. In the List pane’s Card view, click Custom Sorting.
3. From the drop-down lists, select sorting conditions. Ignite prioritizes the conditions you
select by the order in which they display in this pane.
4. Optionally, for each condition, order the sorting interactions in ascending or
descending order by selecting the Sort Ascending or Sort Descending buttons.
5. Click Apply.
6. To remove custom sorting conditions, click Custom Sorting > Clear.
7. Click Close.

To restore default sorting conditions

1. From the Folders pane, select the folder to restore default sorting conditions.
2. In the List pane’s Card view, click Custom Sorting.
3. Click Defaults.

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Note:

For the Processed folder, clicking ‘Defaults' removes all sorting conditions.

4. Click Close.

To filter interactions in a folder and remove filters

1. From the Folders pane, select a folder in which to filter interactions.

2. In the List pane’s Card view, type filter keywords over the ghost text in Filter and
press Enter.
3. Remove filters by clicking the x button.

7.2.3.2 Choosing how interaction data displays in the

Grid view (DESKTOP)
In the Grid view, agents can choose the interaction data displaying for the selected folder and can
customize the order of columns appearing in the grid. Agents can sort and filter column data to
further customize the data displaying for the selected folder.

Note:

To complete the following procedures, expand the Card view’s right-hand borders until the
List pane displays in Grid view.

The following procedures explain how to

• Choose the data columns that display

• Restore data columns to the default view
• Change data column order
• Group column data using drag-and-drop functionality

To choose the data columns that display

1. From the Folder pane, select a folder.

2. Click the Show column chooser button.

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3. Select data columns to display. Deselecting data columns removes them from display.

The following figure lists the interaction statistics you can choose to see in the Grid view.

Note:

Column availability depends on the folder selected.

4. When finished, click Close.

To restore data columns to the default view

• Click the Reset grid to defaults button.

Table 27: Column data in the List pane's Grid view

Column heading Data displayed

Agent Received The time at which the interaction arrived in the agent's Inbox

Agent Time How long since the interaction arrived in the agent’s Inbox

Case ID The case number associated to the interaction

Not applicable to voice or chat

Collected Information Digits collected from the caller, such as an account number

Not applicable to email and chat

From Address Email: The interaction’s ‘From’ email address

Chat: The interaction’s ‘From’ email address as entered on the chat

request form

SMS: The interaction's 'From' SMS number

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Column heading Data displayed

From Name Voice: The Caller ID, if supported by the customer

Email: The name associated to the interaction’s ‘From’ email address

Chat: The name as entered on the chat request form

SMS: The interaction's 'From' SMS number

Dialable The dialable number of the queue

Not applicable to email, chat, or SMS

Last Agent Action The last action taken by the agent on the interaction

Not applicable to voice

Last Agent ID The reporting number of the agent who last responded to the
Response interaction

Last Agent Response The time since the agent last responded to the interaction

Last Agent Response The date and time since the agent last responded to the interaction
Date/Time

Last Customer The time since the customer last responded to the agent
Response

Last Handled Agent The name of the agent who last handled the interaction
Name

Media The interaction’s media type

Position The interactions position in queue

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Column heading Data displayed

Priority The priority level of the queue the interaction is in. 64 is the default

Queue The queue in which the interaction is sitting

Queue Received The time at which the interaction entered the queue

Queue Reporting The reporting number associated to the queue

Queue Time How long interaction has been waiting in queue

Reporting The queue’s reporting number

Retries Exceeded Whether the interaction’s maximum send attempts have been
exceeded

Not applicable to voice, chat, or SMS

SL Countdown The amount of time in which an agent has to respond to an interaction

before the Service Level timer expires

The timer begins counting down once an interaction arrives in an

agent’s Inbox. The timer stops counting once an agent clicks ‘Reply’

State The current state of the interaction

Also indicates if a server request is pending. For example, this

column indicates if the server is processing a request to transfer the
interaction to a different agent or queue

Subject Email: The subject line of the email

Chat: The pre-chat topic as entered on the chat request form

SMS: The first 40 characters of the SMS message

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Column heading Data displayed

Not applicable to voice

System Received For inbound email interactions, the date/time that an interaction was
received by the mail server

For inbound chat and SMS interactions, the date/time that an

interaction was received by the media server

For outbound interactions, the date/time that an interaction was

initiated by an agent

System Time How long since the interaction entered Multimedia Contact Center

Ticket ID The ticket number associated to the interaction

Not applicable to voice

Transfers How many times an interaction has been transferred, interflowed, or

re-queued

To change data column order

• Drag and drop a column into the desired position. Animated arrows display when a
column can be dropped into position.

To group column data using the drag-and-drop functionality

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Note:

When grouping with the drag-and-drop method, animated arrows indicate when an item can
be dropped into position.

1. From the Folders pane, select a folder.

2. In the List pane’s Grid view, drag and drop a column to the Drag columns here to
group section of the Ignite UI.
3. Expand or close the data rows by clicking the arrow button beside the rows of
filtered data. To expand all rows, click the Expand group headers button.

See the following figure.

4. To remove a row, drag the column header from the Drag columns here to group
section back to the column headers in the Grid view.

Figure 47: The Expand group headers button

7.2.4 Ignite's Realtime Monitor (DESKTOP)

Ignite’s Realtime Monitor displays current statistics for devices including queue groups, queues,
agent groups, agents, and employees. Ignite’s Realtime Monitor enables you to navigate
efficiently through a hierarchy of devices and see associations among them. Pinning items to the
Realtime Monitor lets you see only the items associated to the pinned item.

Color bars on each device statistic window indicate the device’s state. You can use these
bars to view device availability. To see the states indicated by each color, see "The Status bar
(DESKTOP)".

The following procedures explain how to

• Viewing device statistics in Realtime Monitor

• Pinning items in the Realtime Monitor

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Note:

For a description of statistics viewable in the Monitor, see "Realtime Monitor statistics
available in Ignite (DESKTOP)".

7.2.4.1 Viewing device statistics in the Realtime

Monitor (DESKTOP)
The following procedures explain how to

• Toggle through multimedia devices

• View real-time statistics for select items and clear selections
• Search for device items
• Clear searches

To toggle through multimedia devices

• Select the Realtime Monitor tab and select either Queue Group, Queue, Agent
Group, Agent, or Employee.

To view real-time statistics for select items and clear selections

1. Select the Realtime Monitor tab and select either Queue Group, Queue, Agent
Group, Agent, or Employee.
2. Select the radio-button for the item you want to display.

Note:

Select multiple devices by holding 'Shift'. Optionally, display all items by clicking Select
All.

3. To clear selections, deselect the associated radio buttons. Optionally, clear all
selections by clicking Deselect All.

To search for a device item

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Note:

You can only search within, not between, multimedia devices.

1. Select the Realtime Monitor tab.

2. In the Search field, type the search keywords and click the Search icon.
3. Select the radio button for the item you want to display. Select multiple items by
holding Shift. Optionally, display all items by clicking Select All.

Note:

Icons beside media-specific devices identify an item's media type. For example, an email
icon identifies an email queue.

To clear a search

• In the Search pane, select the x button.

7.2.4.2 Pinning items in the Realtime Monitor

(DESKTOP)
You can pin items in Ignite’s Realtime Monitor. Once an item is pinned, the Monitor displays only
the other items associated to the pinned item.

For example, when the contact center is busy, the agent group answering emails for the Training
queue is offered emails from the Support queue. An agent in Training wants to transfer a support-
related email back to the Support agent group, but needs to see who is available to take the
email. In the Realtime Monitor, the agent pins the ‘Support’ agent group. When the agent toggles
the Monitor to agent statistics, only agents in the Support group display. The Training agent can
see who is available in Support to receive the transfer.

The following procedure explains how to pin items to the Monitor and remove pins.

To pin an item to the Monitor and remove pins

1. Click Realtime Monitor and select either Queue Group, Queue, Agent Group,
Agent, or Employee.

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2. Click the pin icon on a device item. Toggling devices displays only items associated to
the pinned item.

Note:

To view statistics for additional items, select them in the device pane. To revert back to
viewing only statistics associated to the pinned item, click ‘Select Related Only’.

3. To remove a pin, click the pin icon again. Alternatively, click the X button in the device
pane.

See the following figure.

Figure 48: Device pane button to unpin an item

7.2.4.3 Realtime Monitor statistics available in Ignite

(DESKTOP)
See the following tables for definitions of the real-time statistics available by device.

Statistics in the Realtime Monitor dynamically update as device conditions change. Color bars on
each device statistic window indicate the device’s state. You can use these bars to view device
availability. To see the states indicated by each color, see "The Status bar (DESKTOP)".

Note:

• The specific statistics displaying in the Agent Realtime Monitor vary by media type.
• Interflow statistics include interactions manually transferred from one queue to
another.

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Table 28: Queue Group Statistics

Monitor field Statistic

Available Agents The number of agents available in the

queue group's answering agent groups

Offered The number of interactions sent

to the queue that were completed,
interflowed, or abandoned

Handled The number of interactions dealt

with by agents in the queue group's
answering agent groups

Interflowed The number of interactions redirected

from queues in the group to an
alternate answer point, such as another
queue or, for email, an external email
address

Abandoned The number of interactions sent

to queues in the group, where the
customer disconnected before reaching
an agent

Not applicable to email and SMS

Requeued The number of interactions sent back

to the queues after being offered to an
agent answering for the queues

Table 29: Queue statistics

Monitor field Statistic

Contacts Waiting The number of interactions waiting in queue to be handled

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Monitor field Statistic

Longest Waiting The amount of time an interaction has been waiting in queue the
longest

Offered The number of interactions sent to the queue that were completed,
interflowed, or abandoned

Handled The number of interactions dealt with by agents in the queue’s

answering agent groups

Interflowed The number of interactions redirected from the queue to an alternate

answer point, such as another queue or, for email, an external email
address

Abandoned The number of interactions received by the queue where the

customer disconnected before reaching an agent

Not applicable to email and SMS

Service Level % The percentage of interactions handled, abandoned (voice and chat
only) and interflowed before the defined Service Level time

Abandoned % The percentage of interactions affecting Service Level that were

abandoned

Not applicable to email and SMS

Requeued The number of interactions sent back to the queue after being
offered to an agent

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Table 30: Agent Group statistics

Monitor field Statistic

ACD The number of ACD interactions handled by agents in the agent

group.

Non ACD The number of Non ACD interactions handled by agents in the agent
group. Not applicable to email, chat, SMS, and open media.

MKB The number of times agents in the agent group went into Make Busy

DND The number of times agents in the agent group went into Do Not
Disturb

Hold The number of times agents in the agent group put interactions on
hold

Table 31: Agent statistics

Monitor field Statistics

ACD Count The number of ACD interactions handled by the agent

Non ACD Count The number of Non ACD interactions handled by the agent

Not applicable to email, chat, SMS, and open media.

ACD Time The amount of the agent’s shift spent handling ACD interactions

Average Handled The average amount of time taken to handle ACD interactions

Outbound The number of outbound interactions made

Not applicable to email, chat, SMS, or open media

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Monitor field Statistics

Outbound Duration The time spent on outbound interactions

Not applicable to email, chat, SMS, or open media

MKB Count The number of times the agent went into Make Busy

DND Count The number of times the agent went into Do Not Disturb

Employee statistics

The following employee statistics display in the Realtime Monitor

• Employee name
• Employee ID
• The number of interactions handled for each media type

Note:

These statistics reset at midnight

• The employee's overriding state

• The time at which the employee first logged on, or the time at which the employee
logged off

Note:

This data resets at midnight

• How long the employee has been logged on, or how long the employee has been
logged off

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7.2.5 Your Ignite profile (DESKTOP)

Ignite enables you to customize, organize, and change display elements to satisfy both personal
preferences and work needs. The customizations and changes constitute your Ignite profile,
associated to the username used to access Ignite.

Each time you close Ignite your profile is automatically saved. When Ignite is reopened with
your username, your most recent profile settings are reloaded. If Ignite shuts down suddenly, it
resumes your last saved profile on restart.

Ignite always opens to the Inbox in the My Folders view. Ignite remembers the device monitors
you had open in the Realtime Monitor view, if the Realtime Monitor view was open when Ignite
was closed. Your profile does not reopen folders that were active when you last shut down Ignite.

Ignite remembers your changes to the following elements of Ignite:

• Ignite window size

• Position of Ignite on your screen
• Pane size
• Folder view:

• Queue folder sorting

• Selected queues to display
• Grid view:

• Displayed columns
• Column order
• Grouping
• Card view:

• Grouping
• Filtering
• Custom sorting
• Realtime Monitor:

• Device monitor last open

• Selected devices
• Pinned devices

You can reset your profile to Ignite’s default settings when logging into Ignite. Resetting your
profile restores all elements to their default display.

To reset your profile to the default settings

1. Log in to Ignite with your username and password.

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2. As Ignite is signing you in, press and hold CTRL+ R. Hold these keys until Ignite
indicates it is restoring your profile and loading the configuration.

In addition to auto-settings, Ignite offers general and Sidebar stats configuration options via the
Settings button in the Sidebar.

7.2.5.1 General settings (DESKTOP)

By clicking the Settings button in the Sidebar and then clicking the General settings tab, you can
customize Ignite display and behavior.

• Launch MiCollab Client if installed but not running when signing into Ignite: This
setting is selected by default and automatically opens MiCollab Client, if not currently
running, when an agent signs into Ignite.

Note:

You will be prompted to register and log in your voice agents in MiCollab Client before
signing into Ignite.

• Always show Sidebar: This setting is checked by default. If unchecked, you will not
have access to the options listed below and you will need to use the arrow icon to
show or hide the Sidebar.
• Expand Ignite when a multimedia item is accepted: This setting is checked by
default. When selected, if the main Ignite window is collapsed and an email, chat,
SMS, or open media is accepted via the toaster, the main Ignite window automatically
expands. If not selected, Ignite will not automatically expand when an email, chat,
SMS, or open media is accepted and the agent must expand it manually by clicking
the arrow at the bottom of the Sidebar.
• Expand Ignite when a voice item is accepted: This setting is not checked by default
and if the main Ignite window is collapsed and a call is accepted via the toaster, Ignite
does not automatically expand. We recommend deselecting this setting as the main
Ignite window is not essential for handling voice interactions. If selected, if the main
Ignite window is collapsed and a call is accepted via the toaster, Ignite automatically
expands.
• Collapse Ignite on startup: This setting is not checked by default. When you start
Ignite, the main window will not collapse. If this check box is selected, only the Ignite
Sidebar displays at startup. You can use the arrow icon at the bottom of the Sidebar to
expand the main Ignite window. If this setting is not selected, when you start Ignite the
main window and the Sidebar will display.

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• Collapse Ignite when inbox is emptied: This setting is not checked by default. When
selected, and your inbox empties, the main Ignite window collapses. If not selected,
the main Ignite window does not collapse when your inbox has been emptied.

7.2.5.2 Sidebar stats settings (DESKTOP)

By clicking the Settings button in the Sidebar and then clicking the Sidebar Stats settings tab, you
can select which three agent handling statistics you want to display in the Ignite Sidebar.

You can select which queues are visible by clicking the Settings button in the Sidebar and
clicking Queue Selection. You are still offered interactions for the queues to which you are
assigned, even though they may not be visible.

Ignite can display a maximum of 64 queues. If your profile is new, from an upgrade, or has been
restored from a reset, Ignite automatically loads the maximum number of queues, starting with
Unified Queues and then Individual Queues. Queues under Reporting Queues are never loaded
by default.

7.2.5.3 Queue selection settings (DESKTOP)

You can select which queues are visible by clicking the Settings button in the Sidebar and
clicking Queue Selection. You are still offered interactions for the queues to which you are
assigned, even though they may not be visible.

Ignite can display a maximum of 64 queues. If your profile is new, from an upgrade, or has been
restored from a reset, Ignite automatically loads the maximum number of queues, starting with
Unified Queues and then Individual Queues. Queues under Reporting Queues are never loaded
by default.

The Agent Greeting feature enables agents to record messages (as .wav files) that play
automatically to callers when the agent answers an inbound ACD call. The greeting can provide
a consistent experience for each caller and free the agent from having to repeat the same
introductory phrase for every call.

Agents can record multiple greeting messages in Ignite and assign them to different queues or
use the same recorded greeting on all queues. The agent greeting is a two-way playback, where
both the caller and the agent hear the recording.

Agents record and manage their greetings on the Agent Greeting tab on the Settings page.

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Note:

• When the agent greeting is playing, the caller is able to hear the agent speaking.
To prevent the caller from hearing the agent or other contact center background
noise during the agent greeting, mute the agent's headset for the duration of the
greeting.
• Administrative settings determine whether you have access to Agent greeting
functionality. If your contact center is not enabled for agent greetings, the Agent
Greeting tab will not display in Ignite.

On the Agent Greeting tab, you can:

• Record greetings
• Assign greetings to specific queues
• Designate a recording as the default greeting
• Play or re-name an existing greeting
• Re-record or delete an existing greeting

7.2.5.3.1 Recording agent greetings (DESKTOP)

When you click the Record button to create a recording, the system's Record Agent Greeting
workflow is triggered. The Record Agent Greeting workflow instructs the system to call your DN
and prompts you to record and save a greeting.

Note:

When recording messages, your voice agent is in a Non ACD state, and is not offered calls
from any incoming queues.

To record your first agent greeting

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Hover over the Add New Recording label to make the Record button visible on the
right-hand side.
3. Click the Record button.

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4. Enter a name for the recording and click OK.

The Record Agent Greeting workflow is triggered and instructs the system to call your DN.
5. Answer the incoming call and follow the system prompts to record and save your
greeting.

The new greeting displays under the Default Recording heading.

By default, the system selects the first recording as your default recording. The default recording
is played on all incoming calls, regardless of the originating queue, unless there is a specific
recording assigned to the queue. For more information, see "Assigning a recorded greeting to a
queue (DESKTOP)".

You can record additional greetings and designate any one of your saved recordings as the
default recording, or you can choose not to use a default recording.

To record additional greetings

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Click on the down arrow beside the Advanced Options heading to expand the
section.
3. Hover over the Add New Recording label to make the Record button visible on the
righthand side.
4. Click the Record button.
5. Enter a name for the recording and click OK.

The Record Agent Greeting workflow is triggered and instructs the system to call your DN.
6. Answer the incoming call and follow the system prompts to record and save your
greeting.

The new recorded message displays under the Recordings heading.

7. Repeat steps 3 to 6 to record additional greetings.

7.2.5.3.2 Assigning a recorded greeting to a queue

(DESKTOP)
By default, the recording listed under the Default Recording heading on the Agent Greeting tab
is played on all incoming calls, regardless of the originating queue. However, you can assign
different recordings to different queues if you want to customize your greeting for certain inbound
calls.

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Note:

If you do not have a designated default recording, you must assign a recording to each
queue explicitly. If there is no default recording, and a queue does not have a recording
assigned to it, no greeting is played to customers on incoming calls from that queue.

The Queues section of the Agent Greeting (under Advanced Options) lists all of the queues to
which you are assigned. The recorded greeting that plays on incoming calls from a queue is
shown to the right of the queue name.

To assign a recording to a queue

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Click on the down arrow beside the Advanced Options heading to expand the
Advanced Options section.
3. Under the Queues heading, select the queue to which you want to assign a recording
by selecting the check box beside it.

• You can search for a specific queue by typing the name in the Search box.
• You can filter the list of queues to show only the queues that do not have the default
recording assigned to them by clicking the Only Show Non-Default option.
4. Click the Apply Recording button.

The Apply Recording window opens. The selected queue is displayed at the top, and a list of
available recordings displays below.
5. Hover over the recording you want to assign to the queue to make the check mark
visible on the right-hand side.
6. Click on the check mark to apply the selection.

The check mark turns green and the new recording displays beside the selected queue in the
Queues list on the main Agent Greeting tab.
7. To remove the custom greeting from the queue and revert back to using the default
recording, click the X button beside the recording you just assigned to the queue.

The Default Recording label displays beside the queue.

7.2.5.3.3 Managing recorded greetings (DESKTOP)

You can review, modify, and delete existing recordings in Ignite. You can:

• Play a greeting
• Re-record a greeting

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• Rename a greeting
• Designate a greeting as the default greeting
• Delete a greeting

To play a greeting

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. To select a non-default greeting, click the down arrow beside the Advanced Options
heading to expand the section.
3. Under the Recordings section, hover over the name of the recording in the list to
make the row of icons visible on the right-hand side.
4. Click the Play button (second icon from the left).

The system plays the recorded greeting on your PC.

To re-record a greeting

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Click on the down arrow beside the Advanced Options heading to expand the
section.
3. Under the Recordings section, hover over the name of the recording in the list to
make the row of icons visible on the right-hand side.
4. Click the Record button.

The Record Agent Greeting workflow is triggered and instructs the system to call your DN.
5. Answer the incoming call and follow the system prompts to record and save your
greeting.

The changes are saved to your existing recording.

Note:

You can also re-record the default greeting. Hover over the greeting listed under the Default
Greeting header and click the Record button (as noted above) to re-record the greeting.

To rename a greeting

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.

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2. Click on the name of the recording you want to rename (either in the Default Greeting
section or the Recordings section).

The name field becomes editable.

3. Type the new name of the recording in the name field, then click Rename.

The recording displays in the list with the new name.

To designate a greeting as the default greeting

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Hover over the name of the recording in the list to make the row of icons visible on the
right-hand side.
3. Click the Pin button to make the greeting the default greeting.

The newly-designated greeting displays in the Default Recording section.

4. To clear the default recording designation, hover over the name of the default
recording to make the row of icons visible, and click the Pin button.

The greeting is removed from the Default Recording section.

To delete a greeting

1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Hover over the name of the recording in the list to make the row of icons visible on the
righthand side.
3. Click the Trash button to delete the greeting.

The system displays a confirmation dialog.

4. Click Yes to confirm that you want to delete the greeting.

The greeting is removed from the system.

7.2.6 Logging in to Ignite (WEB)

Launch the browser and sign into the application to log in to Ignite. See "Signing into and out of
Ignite (WEB)".

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Note:

• The intended users of Ignite (WEB) are employees connected either locally on the
LAN, through VPN, or via the Mitel Border Gateway.
• Ignite (WEB) does not support Compatibility Mode.
• Ignite (WEB) requires JavaScript be enabled on your browser. For more
information, consult your browser documentation.
• When configuring screen pop notifications to be used with Ignite (WEB), you can
execute only web URLs. Direct file execution (for example, .EXE or .BAT files)
does not work in Ignite (Web) as the browser considers it as a security risk.

Launch Ignite by typing the following URL into a supported web browser:

• http://<EnterpriseServerName >/Ignite

OR
• http://<EnterpriseServerIP>/Ignite

Note:

If your system uses SSL, type ‘https’ in place of ‘http’ and insert a valid domain or FQDN
in place of an IP address.

For a list of supported web browsers, contact your supervisor or system administrator. Ignite
supports default browser configuration settings.

Note:

• We recommend that you do not use the Ignite (WEB) and Ignite (DESKTOP)
applications simultaneously.
• Editing responses across multiple, open browsers simultaneously is not supported.
• If you are drafting an email response and change browsers, hit 'Refresh' to pull
down your drafted content.

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7.2.6.1 Signing in to and out of Ignite (WEB)

Note:

After signing in to Ignite and becoming Available, you may be placed in Make Busy across
all agent capabilities. This is an administrative configuration. To remove Make Busy, see
"Setting and removing Make Busy in Ignite".

Your default sign-in state is Offline. This means you are signed into Ignite but your ACD agents
are logged out. You cannot receive ACD interactions until your state is Available. To change
states, see "Adjusting agent states in Ignite (WEB)".

If you are enabled for voice, you can set Ignite to log you in to your phone. See ‘To sign in to
Ignite and log in to the phone’, below. Otherwise, we recommend you log into your phone before
signing into Ignite so that your agents may become Available.

Logging out of the phone or exiting/disabling MiCollab Softphone will log out only the voice agent
(multimedia agents are not affected). Logging out of Ignite will log out all agents (voice and
multimedia) and may requeue items in the Inbox, depending on administrative configurations. To
avoid losing work on these items, agents should finish their replies or transfer inbox items to a
queue before logging out.

To sign in to Ignite and log into an External Number as an External Hot Desk Agent

Note:

• This feature is supported for external hot desk agents only.

• You can set or change phone settings from Ignite’s Options page.
• Agent needs to have External hot desk user enabledand be configured with their
external details (External dialing prefix, External dialing number) populated in
YourSite Explorer for the External Number to show in Web Ignite.

1. Enter your Username and Password.

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Note:

If you use Windows Authentication, enter your DOMAIN\Username and your domain
password.

2. Click Sign in.

3. On the Log in to a phone dialog window, select the External number radio button.
4. To log into your phone once your sign-in is complete, select the Remember my
Extension check box and click Login.

To sign in to Ignite and log into a MiCollab Softphone

Note:

• This feature is supported for hot desk and external hot desk agents only.
• You can set or change phone settings from Ignite’s Options page.
• MiCCB supports MiCollab ACD Softphone on thick clients and WebRTC.

To configure WebRTC on MiCollab ACD Softphone refer to MiCollab ACD WebRTC

Softphone Integration Guide.

1. Launch a supported web browser and type: http://EnterpriseServerName>/Ignite OR http://

<Enterprise Server IP>/Ignite.

Note:

If your system uses SSL, type ‘https’ in place of ‘http’.

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2. Enter your Username and Password.

Note:

If you use Windows Authentication, enter your DOMAIN\User name and your domain
password.

3. Click Sign in.

4. On the Log in to a phone dialog window, select the MiCollab Softphone radio
button.

Note:

The MiCollab Client needs to be loaded onto the client machine and the Softphone
enabled on it before selecting Login in Ignite. A warning message stating to make sure
the client application is opened, and the Softphone enabled will appear.

5. To log in to your phone once your sign-in is complete, select the Remember my
Extension check box.

Note:

• Clicking Save dismisses the dialog window and signs you in as Offline. However, the
phone information is saved to your profile and you are logged in to your phone once
your state is Available.
• Clicking Cancel dismisses the dialog window and signs you in as Offline across all
media types.
• If no concurrent voice agent license is available, a "Login failed - No voice agent
license" message is displayed and the agent login is blocked. A "Blocked voice login"
alarm is triggered and visible in Ignite (WEB) for supervisors.

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6. Select the Automatic login check box and click Login.

To sign out of Ignite

• Click your avatar and select State > Log out.

Note:

• Voice agents on active calls are not logged out until the call is complete.
• Directly closing the browser does not log you out of Ignite (Web); you must
manually log out of Ignite (Web).

Note:

If you are using MiCollab Softphone, you do not need to select base extension. To use
MiCollab Softphone, in Ignite click the MiCollab Softphone radio button.

7.2.6.2 Reconnecting Ignite (WEB)

If Ignite experiences connectivity issues, a ‘Reconnecting’ message displays. If Ignite cannot
reconnect within the time allotted, a ‘Connection lost’ dialog pops with the option to reconnect.

Once the connection is re-established Ignite refreshes and functionality is restored.

To reconnect Ignite:

• Under Connection lost, click Reconnect.

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7.2.6.3 Posting feedback and viewing our forums

(WEB)
Mitel has partnered with UserVoice, a third-party service, to host customer suggestions on https://
micontactcenter.uservoice.com. When you post an idea to our feedback forum, others will be able
to subscribe to it and make comments.

Our forums enable you to send feedback directly to the people building the product. While we
cannot comment on every suggestion, feedback is analyzed and considered for future releases.

Note:

Please do not use the forums to submit product defects. To submit product defects, please
contact your administrator or dealer.

To post feedback and view our forums

• Click the Feedback button

OR

Access the following URL: https://micontactcenter.uservoice.com.

7.2.7 Getting started with Ignite (WEB)

The following sections provide a walkthrough of Ignite’s interface. While this section contains
some procedures for viewing and orienting Ignite, agents can access in-depth information on how
to use Ignite by following the cross-references throughout.

The following sections describe how agents can use Ignite to:

• View agent state and state statistics

• Access agent handling statistics
• Launch Ignite
• Sign in and sign out
• Reconnect Ignite
• Post feedback and view forums
• Report performance issues
• Configure Ignite dashboards
• Configure agent profiles

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• Manage agent group presence and agent status

• Handle calls and perform in-call actions, such as transferring calls, tagging calls with
Account Codes and Classification Codes, and requesting help
• Remove Work Timer (if enabled for the queue)

7.2.7.1 Posting Feedback (WEB)

Mitel has partnered with UserVoice, a third-party service, to host customer suggestions on https://
micontactcenter.uservoice.com. When you post an idea to our feedback forum, others will be
able to subscribe to it and make comments. Our forums enable you to send feedback directly
to the people building the product. While we cannot comment on every suggestion, feedback is
analyzed and considered for future releases. To post feedback and view our forums

• Click the Feedback button

Figure 49: Feedback button

OR

Access the following URL: https://micontactcenter.uservoice.com.

Note:

Please do not use the forums to submit product defects. To submit product defects, please
contact your administrator or dealer.

7.2.7.2 Ignite Icons

Use the Ignite Web icons to perform actions on contacts, cases, and interactions. The icons are
described in the following table.

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Table 32: Ignite icons

Icon term

Add

Accept

Apply Code

Associate Participant

Cases Inqueue

Case

Call

Conference

Cut from case

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Icon term

Decline

Dissociate Participant

Edit

Email

Export to .csv

Flag for follow up

Follow up Calendar

Forward

Go to

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Icon term

Hold

Import Contacts

Invite

Junk

Merge

No Reply

Pending

Print

Reply

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Icon term

Reply All

Request Help

Resolve

Send

Swap

Text

Transfer

7.2.7.3 Managing Contacts (WEB)

The Contacts button enables you to search for contacts and communicate with them by Voice,
Email, Chat, or SMS.

Figure 50: Contacts button

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Using the Contact button in Ignite, agents can search for employees who are configured in
YourSite Explorer and Active Directory as well as contacts who have been added as customers.
They can also search for queues. By default, when clicking the Contact button all contacts
are available to be searched but agents can filter their search by Employees, Queues, Active
Directory, and External.

Note:

For an Active Directory contact to be displayed in a Web Ignite contact search, at least one
of the following must be configured for the contact: email, phone number, or mobile phone
number.

Contacts that you have often contacted are listed under Contact History. You can edit or delete
a contact that is listed in Contact History. Hover over the contact avatar and click Edit to modify
the contact information, or click the X button to remove the contact from Contact History.

Agents can view cases associated with a contact thus enable them to have an overview about
the customer’s calls before handling the customer issue.

For information on using Contacts, see "Sending outbound emails", "Sending outbound SMS
contacts", or "Making calls".

The following section explains how to

• Add new contact information

• Edit an existing contact information
• Import contacts from .CSV files
• View cases associated with a contact
• Merge Contacts

To add contact information

1. Click Contacts, and click Add Contact.

2. Provide all necessary information and click Save.

To edit an external contact information

1. Click Contacts. In the Search field, type the external contact name you want to edit. A
list of contacts matching the search are displayed.
2. Hover over the contact avatar and click Edit, or click the contact and then click Edit.

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3. In the Edit Contact window, under Details tab, modify contact information and click
Update.

If history information is available for the selected contact. You can view information such as
old phone numbers or old email addresses, are listed under History tab.

Note:

Agents can also edit contact information during an interaction. For example, an agent in
the Sales queue is on a call with a customer and updates the customer’s email address or
mobile number. The agent can now view the updated contact information and, if required,
can transition to an alternate interaction type, such as email.

To import contacts from .CSV file

1. Click Contacts and then click Import Contacts.

2. In the Import Contacts window, click Browse to select a .csv file and import all
contacts from it.

Note:

.csv file contains a list of personal contacts in the “Name, Email, Phone number, Mobile
number” format.

For example: Jon Doe,[email protected],6137109876,6137658765

Scott Alan,[email protected],,5879856541

Jon Doe,,5096308945
3. Click Import.

Ignite confirms the import by displaying the following message “Contacts imported
successfully”.

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Note:

If the .CSV file contains duplicate records, the system alerts you; based on the preferences
set in the Customization page, the import action is either terminated or continued. Ignite
confirms the import status by displaying a message; for example, “Process completed. 10
successful, 2 already exists, 3 unknown”.

To view cases associated with a contact

1. Click Contacts. In the Search field, type the contact name you want. A list of contacts
matching the search are displayed.
2. Hover over the contact avatar and click Cases.

The Cases that the employee is associated to are displayed.

7.2.7.3.1 Merge External Contacts

As an agent or supervisor, you can manually merge two external contacts to clean up duplicate
contacts.

For example, you can merge duplicate contacts with the following information:

CONTACT EMAIL PHONE EXTENSION MOBILE

NAME PHONE

Juan 4556677999 333 9454345444

Juan Mata [email protected] 4556677999 334 ;

After you merge two contacts, the resultant contact is as shown below:

CONTACT EMAIL PHONE EXTENSION MOBILE

NAME PHONE

Juan Mata [email protected] 4556677999 334 9454345444

To merge external contacts

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1. Click Contacts, and in the Search field, type the contact name.

Ignite displays a list of contacts matching the search.

2. Under Results, hover over the source contact avatar and click Merge. Alternately,
click the source contact and then click the Merge icon.

The Merge Contacts window is displayed with details for the selected source contact.
3. In the Merge Contacts window, in the Search field, type the target contact name.

Ignite displays the contact you have searched for.

4. Hover over the target contact avatar and click to select it and click OK.

In the Merge contacts window, the source and target contact details are displayed.
5. In the Merge Contacts window, from Select Fields, select the contact details you
want to display in the merged contact. The selected details are displayed under
Result Contact. A dialog box appears, displaying the message: “Are you sure you
want to merge these contacts?”.
6. In the dialog box, click OK to merge the contacts.

Note:

When you merge external contacts, the changes are updated in cases and their
associated calls.

7.2.7.4 Avatar and agent state (WEB)

The avatar displays your agent avatar, your agent’s first name, your current state, and how long
you have been in that state. (See the following figure.)

Figure 51: Avatar and agent state

The color of the circle over the avatar indicates your current presence.

• Green—Indicates an Available state

• Red—Indicates an ACD or Do Not Disturb state
• Yellow—Indicates a Make Busy or Work Timer state, or that the agent is logged in, but
not present in any of their agent groups
• Blue—Indicates that the agent is in a Non ACD state

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• Gray—Indicates the agent is logged out or otherwise unavailable

If you have been enabled to adjust your agent group presence and agent state, you can click
your avatar to both view and change your agent group presence or agent state. For information
on your agent state, see "Viewing agent state and state statistics (WEB)".

For information on changing your agent group presence and status, see "Managing agent group
presence and agent states".

For information on changing your avatar, see "Your Ignite profile (WEB)".

7.2.7.4.1 Viewing agent state and state statistics

(WEB)
The agent state section of the Avatar displays the employee’s overriding state, including:

• Ringing – Displays when an employee has interactions ringing in the Inbox

• ACD– Displays when an employee is handling ACD interactions
• ACD Hold – Displays when an employee has placed ACD interactions on hold or have
themselves been placed on hold during an ACD call
• Non ACD – Displays when an employee is handling Non ACD interactions
• Non ACD Hold – Displays when an employee has placed Non ACD interactions on
hold or have themselves been placed on hold during a Non ACD call
• Outbound – Displays when an employee has placed an outgoing call
• Outbound Hold – Displays when an employee has placed an outgoing call on hold or
have themselves been placed on hold during an Outbound call
• Work Timer – Displays after an employee has handled an interaction, provided none
of an employee’s agents are in an ACD, Non ACD, Outbound, Make Busy, or Do Not
Disturb state
• Do Not Disturb – Displays when the employee is in a Do Not Disturb state
• Busy – Displays when an employee is in a Make Busy state
• Away (Not Present) – Displays when an employee is not present in any of their agent
groups
• Offline – Displays when an employee is signed in, but their agents are logged out
• Reseize Timer – Displays when a call fails to route to an employee
• Available – Displays when an employee does not have inbound interactions in the
Inbox

An overriding state is a state that supersedes other states. States higher in the list override the
states appearing lower in the list. Note that all an employee’s agents are considered when the
system calculates the overriding state.

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The oldest length for a state supersedes other times for the same state if an agent is handling
multiple interactions. For example, if an employee had two emails in ACD, the displayed value
in the status bar would be the time of the oldest email. When the oldest email is completed, the
displayed value in the status bar would switch to the time of the other email.

Agent states by media are available in the Inbox. For more information, see "Viewing agent
handling statistics (WEB)".

7.2.7.5 List pane (WEB)

Ignite’s List pane displays the contents of folders selected in the Folders pane.

In the Inbox, the History, and the Queues pages, you can switch between Grid view and List view.
In Grid view, all interactions for the selected page are displayed in a grid format.

Click Grid on the page to display interactions in Grid view.

Note:

Grid view is not supported on mobile devices

The following procedures explain how to:

• View data in each column

• Choose columns to display in the grid
• Restore data columns to the default view
• Change data column order
• Sort column data in Ascending or Descending order
• Remove Ascending / Descending sort
• Hide column(s) from grid
• Group column data by specific column headers
• Ungroup column data

To view data in each column

You can click anywhere on the row for that interaction to select an interaction, select the check
box for that interaction. You can select multiple interactions. You can also customize the order in
which columns appear in the grid. This allows you to view all the interaction properties at once
and to sort or group by specific interaction properties.

To choose columns to display in the grid:

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1. Select a page and in Grid view, click the Show column chooser button at the top-
right of the grid. A list of available columns displays.
2. Click the columns you want to display in the grid. A tick mark against the column
name indicates that it is selected, and an X mark indicates that it is not selected.

Note:

An administrator can enable a custom variable in the YSE application by selecting the
Send to agent desktop check box. For more information about custom variable creation,
see "Creating Custom Variables".

To restore the grid data columns to the default setting

1. Click Options > Customization.

2. Under Grid settings reset, click the page button (that is, Inbox, History, Queue) to
reset.

To change data column order:

• Drag and drop a column to the desired position.

To sort column data in Ascending or Descending order:

• On the column header, click the drop-down arrow, and select Sort Ascending/ or
Descending.

The selected column’s data are sorted in ascending or descending.

To remove ascending / descending sort:

• On the column header, click the drop-down arrow and select Remove Sort.

The column data are restored to the default.

To hide column(s) from the grid:

• On the column header, click the drop-down arrow, and select Hide Column.

The selected column is hidden from the grid.

To group column data by column headers:

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1. On the column header, click the drop-down arrow, and select Group.

The selected column data are grouped.

2. Click Expand button to expand all rows of the grouped column data.

Note:

You cannot group the following column headers: Interaction Id, System Received, Action
Time.

To ungroup column data:

• On the column header, click the drop-down arrow and select Ungroup. The column
data are ungrouped and restored to the default.

7.2.7.6 Dashboards
The Dashboards page enables you to customize different dashboard displays of information
relevant to your agent. You can add the following widgets to a dashboard:

• Employee State
• Callback Request
• Queue Now
• Agent State
• Web Browser

For more information on creating dashboards, see "Configuring Ignite (WEB) dashboards".

7.2.7.7 Inbox (WEB)

Ignite’s Inbox displays all interactions currently handled by the employee, ringing the employee,
drafts, as well as failed send and autoreply items belonging to the employee.

When there is an active interaction or draft in the Inbox, a red badge appears over the Inbox icon,
indicating how many interactions and drafts there are in the Inbox.

When you select an interaction in Inbox, in addition to the handling options, you can quickly
access the case details, notes, calls, all the participants of the case, other cases from the same
customer, and URLs by using the corresponding tabs. This saves time when you are interacting
with a customer. For more information about these tabs, see the "Cases (WEB)".

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An agent can view any call’s variable values that contain a URL under a separate tab, URLs.
The URLs tab consists of a drop-down with all the variables and their associated value (URL). By
default, the first URL is displayed in the frame. To open the URL in a new window, click Open.

Additionally, the Inbox displays current real time agent handling statistics. For more information,
see "Viewing agent handling statistics (WEB)".

7.2.7.7.1 Viewing interactions in Inbox (WEB)

Interactions in the Inbox provide you with relevant information for handling the interaction. (See
the following figure).

Figure 52: Interaction in Inbox

If the interaction is a draft, it will be labeled as such. When you select an interaction in your
inbox, in addition to the handling options, you can quickly access the case details, notes,
interactions, all the participants of the case, and other cases from the same customer by using
the corresponding tabs. This saves time when you are interacting with a customer. For more
information about these tabs, see the "Cases (WEB)".

If an interaction consists of an URL, an agent can view the URL under a separate tab, URLs.
The URLs tab consists of a drop down with all the variables and their associated value(URL). By
default, the first URL is displayed in the frame. To open the URL in a new window, click Open.

You can choose to view the interactions in List view or in Grid view by clicking the respective
option. Also, you can choose to view the case details in the additional pane that appears in the
Inbox when you click the down arrow in the top header of the Inbox. (See the following figure).

Figure 53: Active interaction

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You can expand or collapse the navigation pane using the < and > buttons.

7.2.7.7.2 Viewing agent handling statistics (WEB)

The Inbox contains agent handling statistics for each of the media types the agent handles. The
following figure displays agent handling statistics across media types.

Figure 54: Inbox agent handling statistics (Average Handling Time)

Each media type’s icon indicates the corresponding state of the employee’s agents. The following
table outlines the different states.

Table 33: Agent states

STATE VOICE CHAT EMAIL SMS OPEN DESCRIPTION

MEDIA

Ringing An ACD interaction

ringing on an
agent, waiting to be
handled

ACD An agent handling

an ACD interaction

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STATE VOICE CHAT EMAIL SMS OPEN DESCRIPTION

MEDIA

ACD Hold An agent who has

placed an ACD
interaction on hold

Idle An agent logged

on and waiting
to receive an
interaction

Non ACD -- -- -- -- An agent involved

in an incoming Non
ACD interaction or
agent originated
voice interaction

Non ACD -- -- -- -- An agent who has

Hold placed a Non ACD
voice interaction on
hold

Outbound -- -- -- -- An agent on an
outgoing voice
interaction

Outbound An agent who has

Hold placed an outgoing
voice interaction

Do Not An agent who

Disturb has activated Do
Not Disturb and
is not available to
receive anyACD
or Non ACD voice
interactions

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STATE VOICE CHAT EMAIL SMS OPEN DESCRIPTION

MEDIA

Make Busy An agent who

is not available
to receive ACD
interactions but can
receive transferred
interactions and
voice interactions
dialed directly to the
agent

Work Timer An agent who is

completing post
contact work, such
as paperwork, and
is unavailable to
receive interactions
of that media type

Offline An agent
unavailable to
handle interactions

Away (Not An agent whose

Present) presence is
removed from an
agent group or
media type

The Inbox offers five different types of handling statistics:

• ACD (Count / Duration) -- Displays the number of ACD interactions the agent has
handled for a media type, and the time spent handling interactions of that media type
• Non-ACD (Count / Duration) -- Displays the number of Non ACD interactions the
agent has handled for a media type, and the time spent handling the interaction
• Average Handling Time (hours:mins:secs) – The average time the agent has taken
to handle interactions of each media type
• Unavailable % -- Displays the percentage of time the agent is unavailable during the
shift, including Do Not Disturb, Make Busy, Unknown, and Work Timer states, and
when the agent is logged in but not available to receive ACD interactions. (See the
following figure.)

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By clicking the More button, agents can change the statistics being displayed. (See the following
figure.)

Figure 55: Inbox real-time statistics

7.2.7.8 Viewing Historical Interactions (WEB)

The History page contains a searchable archive of all calls handled by an agent as well as calls
sent to the queues for which the agent answers. Agents can filter these historical interactions
by type, limit the display interactions to items the agent has handled, or search for specific
interactions.

Supervisors can filter all the interactions by type and also view the interactions that are being
handled by agents and are in agent’s Inbox, or put on hold, or are in draft state. This gives the
supervisor a better visibility into the interactions that are being handled by the agents.

Note:

Supervisors will not be able view agents’ SMS interactions that are in draft state.

You can also reply to participants of all interactions (except Chat) from History. When you select
an interaction in History, in addition to the handling options, you can quickly access the case
details, notes, interactions, all the participants of the case, other cases from the same customer,
and URLs by using the corresponding tabs. This saves time when you are interacting with a
customer. For more information about these tabs, see the "Cases (WEB)".

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An agent can view any interaction’s variable values that contain a URL under a separate tab,
URLs. The URLs tab consists of a drop-down with all the variables and their associated value
(URL). By default, the first URL is displayed in the frame. To open the URL in a new window, click
Open.

You can choose to view the interactions in List view or in Grid view by clicking the respective
option. See the "List pane (WEB)".

For more information on filtering historical interactions, see "Filtering historical contacts (WEB)".

For more information on searching interactions in History, see "Searching ’s folders"

For more information on reviewing interaction history, see "Reviewing interaction history".

For more information on sending replies to participant(s), see "Replying to participant(s) of a case
from History (WEB)".

7.2.7.8.1 Replying to participant(s) of a case from

History
From the History tab, you can reply to email, SMS, or voice interaction without manually entering
the participant’s contact details.

The following are the important details you must note while sending email, SMS, and voice
replies to the participants:

• You can reply to a participant of a single case at a time.

• Participant’s contact details must be available.
• The interaction thread and Case Id are preserved.
• The ‘From’ address is pre-selected if and only if the last interaction is an email.
• The subject of the new interaction is prepended by ‘RE: the subject of the last
interaction [case and ticket information]’ that is, RE: Test e-mail [CSE: Case: Ticket
Information]) if and only if the last interaction is an email.
• By default, the status of the case is “Waiting For Customer”, if the case requires
more follow-up, the agent has to manually change the state of a case to “Follow up
required”.

To send email replies to participant(s) of a case from History

1. Click History and, optionally, select a Filter:.

2. From the list of interactions, click any interaction you want, or, optionally search for the
interaction.
3. To select a participant, in the Participants tab, highlight the participant record you
want and click Email button

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4. To select all or some participants, in the Participants tab, hover over the participant’s
avatar and click to select all or some participants and click Email button.

In the email reply editor, the participant’s email address is automatically inserted in the To
field. The subject of that email is prepended by ‘RE: the subject of the last email interaction
[case and ticket information]’.
5. Type the content and click Send.

To send an SMS reply to a participant of a case from History

1. Click History and, optionally, select a Filter:.

2. From the list of interactions, click any interaction you want, or, optionally search for the
interaction.
3. In the Participants tab, highlight the participant record you want, or, hover over the
participant’s avatar and select.
4. Click Text button.

The participant’s phone number is automatically inserted in To field. Click From to select the
SMS queue before sending the reply message.
5. Type the reply message and press Enter.

To call back a participant of a case from History

1. Click History and, optionally, select a Filter:.

2. From the list of interactions, click any interaction you want, or, optionally search for the
interaction.
3. In the Participants tab, highlight the participant record you want to dial to, or, hover
over the participant’s avatar and select.
4. Click Call button.

7.2.7.9 Managing Case Details (WEB)

The Case page contains searchable details for all cases that the employee can access. Agents
and supervisors can quickly review all the key information related to case records without the
need to select individual interaction.

For example, an agent in the Sales queue handling an email can review the interaction history
for that case, or preview other interaction to that case. Agents can also move an interaction to or
merge interactions from another case.

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Note:

When upgrading from MiContact Center 7.x or 8.x or 9.x to MiContact Center Business 9.2
cases are automatically created for emails (beginning with the most recent email and ending
with the oldest email). Emails that are associated to a particular customer calls are grouped
within a single case to consolidate information.

In addition, contact information based on historic emails is added to the MiContact Center
Business database. For MiContact Center version 8.1 customers who implemented the Omni
Channel Tech Preview cases are also created for SMS and Chat during an upgrade to MiContact
Center Business version 9.2.

Cases are deleted when the email interaction related to the customer are all Junked. If an email
is accidentally set as ‘Junked’ and it would be the only item in a case, you must find and forward
it to the customer to enable it to display in the list of cases.

For more information on handling cases in Ignite (WEB), see "Working with cases in
Ignite(WEB)".

7.2.7.10 Queues (WEB)

Queues displays the queues and queue groups from which an employee’s agent handles
interactions. Queues groups the display by queues groups and queues. There are three kinds of
queue groups:

• Unified Queue Groups—A collection of queues of different media types receiving

interactions for a single service group. For example, a Unified Queue Group called
‘Technical Support’ can contain a voice, a chat, an email, and an SMS queue receiving
tech support contacts.
• Reporting Queue Groups—A collection of queues, typically of a single media type,
created for reporting purposes. For example, a collection of queues called ‘Email
Technical Support’ can contain all email queues receiving tech support contacts.
• Virtual Queue Group—A collection of voice queues that offer calls to the same pool
of agent groups, providing resiliency. For example, a collection of queues called
‘Sales’ can contain voice queues all routing calls to the same pool of agents handling
sales calls.

Queues displays queues, both queues not associated to a queue group as well as queues
belonging to queue groups. You can search for queues and queues to display or you can set
queues and queue groups as favorites so that they always display when you go to Queues.

The Queues page contains a searchable archive of all calls sent to the queues for which the
agent answers.

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When you select a call in Queues, in addition to the handling options, you can quickly access the
case details, notes, calls, all the participants of the case, other cases from the same customer,
and URLs by using the corresponding tabs. This saves time when you are interacting with a
customer. For more information about these tabs, see the "Cases (WEB)".

An agent can view any interaction’s variable values that contain a URL under a separate tab,
URLs. The URLs tab consists of a drop-down with all the variables and their associated value
(URL). By default, the first URL is displayed in the frame. To open the URL in a new window, click
Open.

You can choose to view the interactions in List view or in Grid view by clicking the respective
option. See the "List pane (WEB)".

7.2.7.10.1 Viewing queue groups and queues (WEB)

You must be licensed to handle a media type to view queues of that media type and you must
have an Agent of that media type, and be a member of the queue to view the queue. If the
Supervisor has the Advanced or System Administrator supervisor license they can view all
queues and these permissions can be restricted using Security Roles.

Agents can pin queues and queue groups as favorites so that your most handled queues are
always readily available. By selecting a pinned queue or queue group in the Queues page,
agents can view interactions in queue. Each queue and queue group indicate

• The number of agents available in each queue’s answering agent groups. For
reporting queue groups and unified queue groups, the total number of agents available
for their component queues is displayed.
• The number of interactions in queue, or ‘interactions Waiting’, for the queue and the
queue groups.
• The queue or queue group’s Service Level percentage.

Agents can search for pinned queues and queue groups by keyword. Ignite displays all queues
and queue groups matching the keyword. The search remains until you navigate away from the
Queues page. You can sort search results and favorites by name or queue media type. Sorting
by name sorts the queues and queue groups alphabetically. Sorting by media arranges queues in
the order of Chat, Email, SMS, and Voice and sorts queue groups in the order of Unified, Virtual,
and Reporting.

The following procedures explain how to

• Pin queues and queue groups as favorites

• Set queues and queue groups as favorites
• Sort queues by name
• Sort queues by media
• View Queues interactions

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To pin queues or queue groups as favorites

1. Click Queues.
2. Click the Select Favorite Queues button.
3. Select the queues and queue groups you want to favorite.
4. Click Save.

To search for a queue or queue group

1. Click Queues.
2. In the Search field, enter the keyword.

To sort queues by name

1. Click Queues.
2. Click Name.

To sort queues by media

1. Click Queues.
2. Click Media.

To view Queues interactions

1. Click Queues.
2. From the queue groups, click the queue of your choice to view its interactions.

A list of interactions for the selected queue is displayed.

Note:

You can flip between List and Grid view.

3. Click the interaction of your choice to view its details in the right pane.

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Note:

A Back link is available for you to navigate back to the Queues page.

7.2.7.11 Options (WEB)

The Options page enables you to customize your Ignite profile, set Ignite defaults, configure your
extension, customize your email editor, and report performance issues. For more information, see
"Your Ignite profile (WEB)", "Set email editor options", "Reporting performance issues in Ignite
(WEB)", "Agent greeting settings (WEB)", and "Recording agent greetings (WEB)". When you
click the Record button to create a recording, the system's Record Agent Greeting workflow is
triggered. The Record Agent Greeting workflow instructs the system to call the dialed number
and prompts you to record and save a greeting.

7.2.7.11.1 Agent greeting settings (WEB)

The Agent Greeting feature enables agents to record messages (as .wav files) that play
automatically to callers when the agent answers an inbound ACD call. The greeting can provide
a consistent experience for each caller and free the agent from having to repeat the same
introductory phrase for every call.

Web Ignite allows the agents to record multiple agent greetings. These greetings can then be
assigned to all queues as the default agent greeting or assigned to specific queues to allow for a
more custom experience.

The agent greeting is a two-way playback, where both the call and the agent hear the recording.

To assign a default agent greeting

1. Click Options > Agent Greeting

2. Click the Magnifying Glass button under Active Greeting
3. Search for and select the agent greeting you wish to set as default.
4. Click Set as default greeting button next to the selected agent greeting.
5. Click OK to confirm your selection.

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Note:
All queues that do not have a specific agent greeting will be updated to show the
newly selected default greeting, visible with the (Default Greeting) as part of the
name.

To assign an agent greeting to a specific queue

1. Click Options > Agent Greeting

2. Click the Magnifying Glass button under Active Greeting
3. Search for and select the agent greeting you wish to assign.
4. Select the check boxes next to the queue(s) you wish to assign to.
5. Click on Assign Greeting

Note:
All selected queues will be updated to show the new agent greeting. Unlike the
default agent greetings, these will show the name of only the selected agent greeting.

To disable an agent greeting on a specific queue (not default greeting)

1. Click Options > Agent Greeting

2. Select the check box on the queue(s) you wish to remove the agent greeting.
3. Click Clear Greeting button

To disable a default agent greeting

1. Click Options > Agent Greeting

2. Click Clear Default Greeting

Note:

All queues that have an agent greeting labeled with (Default Greeting) will be cleared.
These queues will not have an agent greeting when a call comes in.

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7.2.7.11.2 Recording agent greetings (WEB)

Note:

• When recording messages, your voice agent is in a Non ACD state and is not
offered calls from any incoming queues.
• When you click the Record button to create a recording, the system’s Record
Agent Greeting workflow is triggered. The Record Agent Greeting workflow
instructs the system to call your DN and prompts you to record and save a
greeting.
• Internet explorer does not support .wav file playback. While using the Agent
Recording feature, for playback of your recording, use any of the browsers
supported by MiContact Center Business.

To record an agent greeting

1. Click Options > Agent Greeting

2. Click the Record button. The Record Agent Greeting workflow is triggered and
instructs the system to call your DN.
3. Answer the incoming call and follow the system prompts to record and save your
greeting.

7.2.7.11.3 Set email editor options

You can customize the email editor in Ignite.

To set the email editor

1. Click Options > Email to view options.

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2. Set the options. Available options:

• Mobile view—If this option is enabled, the email editor is optimized for the hand-
held device and the text formatting icons are not displayed.
• Use last reply template folder location—If this option is enabled and when you
browse for a reply template, you can directly access the folder location where the
last used reply template is stored.
• Quick reply templates—If this option is enabled, you can access and apply an
existing template when replying to emails.
• Clear Quick reply templates view after Insert—If this option is enabled, the quick
reply templates view will be cleared after you have inserted the template.
• Expand Headers—If this option is disabled, all the header fields are collapsed
except the top-level header. To expand or collapse the header fields, click the down
arrow or up arrow buttons.
3. Click Save.

7.2.7.12 Tools (WEB)

In the Tools page, you can create a personal email reply template that can include plain text,
images, or links to provide standardized email responses to common questions and requests.
You can also insert variables in your reply templates, which can dynamically change their value
depending on the email call’s supplemental details.

Creating personal reply templates

You can create, preview, edit, and delete existing personal reply templates.

To create a personal email reply template

1. Click Tools > Email.

2. To insert text, in the reply template editor, type or copy and paste the text.
3. To insert a variable, type the variable name in the following format:
<<VariableName>>. You can insert multiple variables. In the email reply, Ignite
replaces the variable with the actual value of the variable defined in YourSite Explorer
(YSE).

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Note:
The variable name used in the reply template must match the variable name
defined in YSE and Send to agent desktop must be selected in YSE. Otherwise,
the email reply will leave the text as it is enclosed within quotes. (that is,
“<<VariableName>>”). Consult with the system administrator to obtain a list
of variables, from which you can choose the variables you want to insert in a
personal reply template.

4. To insert an image, click Insert picture and browse to the image you want to insert.
5. To insert a link, click Insert/edit link and copy and paste the text for the link you want
to insert.
6. Type the name you desire for the reply template.
7. Click Save.

To create a personal chat reply template

1. Click Tools > Chat.

2. To insert text, in the reply template editor, type or copy and paste the text.
3. To insert a variable, type the variable name in the following format:

<<VariableName>>. You can insert multiple variables. In the email reply, Ignite

replaces the variable with the actual value of the variable defined in YourSite Explore

(YSE).

Note:

The variable name used in the reply template must match the variable name defined in
YSE and Send to agent desktop must be selected in YSE. Otherwise, the email reply
will leave the text as it is enclosed within quotes. (that is, “<<VariableName>>”). Consult
with the system administrator to obtain a list of variables, from which you can choose the
variables you want to insert in a personal reply template.

4. Click Save above the editor.

5. Type the name you desire for the reply template
6. Click Save.

To create a personal SMS reply template

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1. Click Tools > SMS.

2. To insert text, in the reply template editor, type or copy and paste the text.
3. To insert a variable, type the variable name in the following format:
<<VariableName>>. You can insert multiple variables. In the email reply, Ignite
replaces the variable with the actual value of the variable defined in YourSite Explorer
(YSE).

Note:

The variable name used in the reply template must match the variable name defined in
YSE and Send to agent desktop must be selected in YSE. Otherwise, the email reply
will leave the text as it is enclosed within quotes. (that is, “<<VariableName>>”). Consult
with the system administrator to obtain a list of variables, from which you can choose the
variables you want to insert in a personal reply template.

4. Click Save above the editor.

5. Type the name you desire for the reply template.
6. Click Save.

7.2.8 Viewing and organizing Interactions in Ignite (WEB)

Agents can view, organize, and search for current interactions in Inbox and Queues. Agents can
view and search for historical interactions in History.

In Inbox, agents can view interactions they are handling or are currently ringing them. For
Queues, agents can view interactions sent to the queues for which the agents answer.

Employees licensed as Advanced supervisors or System Administrators may search all

interactions in the History tab of Ignite. This search capability does not require the supervisor be
licensed to handle multimedia.

For more information on Inbox, History, and Queues, see "Inbox (WEB)", "History (WEB)", and
"Queues (WEB)".

7.2.8.1 Filtering historical interactions (WEB)

There are six filters for interactions in History:

• All—All interactions.
• Handled—All interactions to which the agent has replied or transferred from reply
mode.

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Note:

For email, the Handled folder displays only the original, inbound emails

• Sent—All outbound emails and SMS interactions and agent replies to email
interactions.
• No Reply—Contains email and SMS interactions designated as needing no reply,
such as out of office messages.
• Junk—Contains email and SMS interactions designated as Junk.
• Failed—Contains voice, email, chat, SMS, and open media interactions that were
unable to route.

Historical interactions can also be limited to interactions you have handled or sent display, rather
than all interactions for the queues you handle.

Supervisors can filter all the interactions by type and also view the interactions that are being
handled by agents and are in agent’s Inbox, or put on hold, or are in draft state. This gives the
supervisor a better visibility into the interactions that are being handled by the agents.

Supervisors are provided with these additional filters:

• Inbox—All interactions that are in the Inbox state.

• Hold—All interactions that agents have put on hold.
• Draft—All interactions that are in the Draft state. Supervisors can further view the type
of draft state: New Draft, Inbox Draft, Hold Draft, or Forward Draft

Note:

• Supervisors will not be able view agents’ SMS interactions that are in Draft state.
• Agents will be able to Reply and Reply All to the email interactions that are in
Handled, Sent, No Reply, and Junk historical states.
• Agents will not be able to Reply and Reply All to the email interactions that are in
Inbox and Failed historical states.

The interactions contained in each filter can be searched for more specific interactions. For more
information, see "Searching Ignite".

The following procedures explain how to

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• Filter historical interactions

• Limit displayed interactions to your items

To filter historical interactions

1. Click History.
2. Select the Filter.

To limit displayed interactions to your items

1. Click History.
2. Select Only show my items.

Note:

The agent who has worked last on a particular call gets the ownership of the calls and is
displayed in that agent’s call history when the Only show my items option is checked.

For example, if Agent A answers a call and then transfers to Agent B, this call is not displayed
in Agent A’s history if the Only show my items option is checked. It is displayed in Agent B’s
history when the Only show my items option is checked.

7.2.8.2 Selecting multiple email and SMS

interactions in Ignite (WEB)
You can select multiple email and SMS interactions in Ignite to perform a single action on several
items at once. For example, a supervisor can select multiple emails in queue and classify them
all as ‘Junk’.

You can multi-select email and SMS interactions using either the Ignite (WEB) UI or Windows’
CTRL+ or SHIFT+ functionality.

Once multi-select is invoked, handling options and the option to select all items display.

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Note:

The option to multi-select displays only on the History and Queues pages.

The following procedures explain how to:

• Select multiple email and SMS interactions

• Select all email and SMS interactions on the page
• Deselect all email and SMS interactions on the page

To select multiple email and SMS interactions:

1. Select either History or Queues.

2. Hover over the item avatar and select the check mark that displays. Repeat this step
for any additional items.
3. Once multiple items are selected, at the top of the items list choose an action to
perform.

Note:

On the History page you may perform an action only across items that failed to route.

To select all email and SMS interactions on the page:

1. Select either History or Queues.

2. Hover over the item avatar and select the check mark that displays.
3. At the top of the items list, click the 'master' check mark.
4. Once multiple items are selected, at the top of the items list choose an action to
perform.

Note:

On the History page, you may perform only an action across items that failed to route.

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To deselect all email and SMS;interactions on the page

1. Once multi-select is active, at the top of the items list, select the ‘master’ check mark.
If all items are selected, disregard this step.
2. Once all items are selected, at the top of the items list, select the 'master' check mark.

7.2.9 Your Ignite profile (WEB)

Ignite provides each user with a profile, associated to the username used to log into Ignite. You
can adjust several of the profile's default settings to customize your Ignite experience.

Ignite remembers your changes to the following elements:

• History
• Favorited queues
• Dashboard
• Default landing page
• Phone settings, including Extension, PIN, and automatic login to your phone
• Automated diagnostics reporting
• Filter selection preference

You cannot delete your profile; however you can reset the above to Ignite’s default settings.

The following procedures explain how to:

• Set an avatar image

• Clear or change your avatar image
• Specify your language preference
• Set Ignite's default landing page
• Configure notification display duration
• Configure phone settings, including Extension, PIN, and automatic log-in to the phone
• Enable automated diagnostics reporting from Ignite
• Reset your profile to Ignite’s default settings

To set an avatar image

1. Click Options > Profile.

2. Click Change Photo.
3. Under Upload, click to upload a photo or drag-and-drop a photo to the space
provided.
4. Click Save.

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To clear or change your avatar image

1. Click Options > Profile.

2. Click Change Photo and select Clear.
3. To change the image, follow the steps in ‘To set an avatar image’ above.

To specify your language preference

1. Click Options > Profile.

2. After Language, select a language from the drop-down.
3. Click Save.

To set Ignite's default landing page

1. Click Options > Customization.

2. Under Default landing page, select a page from the drop-down.
3. Click Save.

To configure the notification duration (in seconds)

An agent can configure the durations (in seconds) for the following notifications: new interactions,
follow up, and info/error messages displayed on the Ignite screen.

To configure Notification display duration

1. Click Options > Customization to view the options.

2. Under Notification Settings, set the Interaction toaster display time (seconds) in
the range 5 - 60 seconds; default value is 5 seconds.
3. Under Notification Settings, set the Follow up toaster display time (seconds) in
the range 5 - 60 seconds; default value is 10 seconds.
4. Under Notification Settings, set the Info/ error toaster display time (seconds) in
the range 5 - 60 seconds; default value is 5 seconds.
5. Click Save.

Note:

Notification durations can also be reset in Reset Application Options.

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To use Web Ignite with a phone

Note:

These settings enable login to your phone from Ignite. This feature is supported for hot desk
and external hot desk agents only.

1. Click Options > Phone.

2. Specify your Extension and, if applicable, PIN.
3. To be logged in to your phone after making yourself Available, select the Automatic
login check box.
4. Click Save.

The next time you sign into Ignite and set your state to Available, you will be logged in to your
phone.

To enable automated diagnostics reporting from Ignite

Note:

You can send on-demand reports in addition to automated reporting. See "Reporting
performance issues in Ignite (WEB)".

1. Click Options > Diagnostics.

2. Under Continuously send diagnostics information, toggle the switch to blue.

To reset your profile to Ignite's default settings

1. Click Options > Customization.

2. Under Factory reset, click Reset Application Options.
3. When prompted, click Reset.

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Note:

Resetting your profile to Ignite's default settings resets the Clear quick reply
templates view after insert option.

7.2.9.1 Filter selection preference (WEB)

You can configure filter selection behavior and enable selection of multiple filters at a time. This
setting applies to the History, Case, Case interactions and Contacts tabs in Ignite (WEB).

To set the multi-select filter option

1. Click Options > Customization to view options.

2. Set the ‘Allow filter multiselect’ option.
3. Click Save.

7.2.9.2 Reporting performance issues in Ignite

(WEB)
You can report performance issues in Ignite on-demand, to be reviewed by a supervisor or
system administrator. Reports include log lines from your browser and any details you enter.

On-demand reports are sent in addition to Ignite's automated diagnostics reporting. For
information on enabling automated diagnostics reporting, see "Your Ignite profile (WEB)".

Supervisors looking to access diagnostics reports should consult "Accessing diagnostics reports
from Ignite (WEB)".

To report a performance issue in Ignite

1. Click Options > Diagnostics.

2. In the field provided, describe the issue experienced.
3. Click Send.

7.2.10 Configuring Ignite (WEB) dashboards

Real-time monitoring of employees, agents, queues, and callback requests is available via the
dashboards in Ignite (WEB). You can create multiple dashboards, customize the widgets that

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display in each, combine different widgets, and give them meaningful names to indicate their
purpose.

Dashboards provide supervisors with fixed-layout display of agent data and enhanced visibility of
queue abandoned statistics.

Note:

The real-time monitors in Ignite (WEB) are known as ‘widgets’ in the dashboard user
interface.

7.2.10.1 Adding and configuring dashboards

Upon first use of Ignite (WEB), a default dashboard is created, containing only the Employee
State widget. You can rename this dashboard and include additional widgets to display.

See "Accessing real-time information with Ignite (WEB)" for information on how to use the real-
time monitors.

To access the dashboards:

1. In Ignite (WEB), click Dashboards.

2. Click the down arrow to display a list of dashboards, with the number of widgets you
have added for each one.

Note:

If this is your first use of Ignite (WEB), only the Default Dashboard is displayed.

3. Open a dashboard by selecting it from the list.

To create a new dashboard:

1. Click Dashboards.
2. Click the Add Dashboard button.
3. Click Save.

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To modify a dashboard’s title and display format:

1. In a dashboard, click the Edit Dashboard button.

2. Click Options.
3. Optionally, rename the dashboard by entering text in the field under Title.
4. Optionally, reorganize the template by selecting from the options under Layout.
5. Click Close.
6. Click Save to accept changes. Clicking Undo reverts the changes made.

To delete a dashboard:

1. In the dashboard you want to delete, click the Delete Dashboard button.

Note:

The dashboard you want to delete must be one that was previously saved. If not, then you
must save it first before deleting.

2. Click Delete to delete the dashboard. Clicking Cancel to retain the dashboard.

7.2.10.2 Adding and configuring dashboard widgets

The following widgets can be added to dashboards:

• Employee State—Displays employee presence and shift information

• Callback Requests—Displays a list of callback requests
• Queue Now—Displays queue and queue group statistics
• Agent State— Displays agents organized by time spent in the following states: ACD,
Idle, Non-ACD, Unavailable, Not Present, and Offline
• Web Browser— Displays the website content that is embedded in the widget

To add widgets to a dashboard:

1. In a dashboard, click Add Widget.

2. Select the widget you want to add to the dashboard.
3. Repeat steps 1-2 to select additional widgets if desired.
4. Click Save.
5. If you want to add more widgets after saving, select the dashboard to which you want
to add the widgets and click the Edit Dashboard button.

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When a dashboard is in edit mode, you can edit the content within widgets, collapse widgets,
change the widgets’ location on the dashboard, or remove widgets from the dashboard.

Note:

When you are editing a Web Ignite Dashboard that includes a Web Browser widget, you will
not see the webpage in the widget.

Note:

You can collapse or expand the widget at any time (you do not have to be in edit mode).

The following procedure describes the editable features that are common to all widgets.

To modify a widget (common procedures):

1. In the dashboard, click the Edit Dashboard button.

2. In the widget toolbar:

• Click the Settings button to edit the content within the widget (see the relevant
procedures for each widget for specific details).
• Click the Collapse button to collapse the widget or the Expand button to expand
the widget.
• Select the Move button to drag and drop the widget to a different position on the
dashboard.
• Click the Delete button to remove the widget from the dashboard.
3. If you edited the content within the widget, click Apply.
4. Click Save to save the changes to the dashboard or Undo to revert the change to the
dashboard.

7.2.10.3 Configuring options in the Employee State

widget
When you configure options in the Employee State widget, you optionally change the name of the
monitor and add an employee to be monitored.

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To configure options in the Employee State widget:

1. In the dashboard, click the Edit Dashboard button.

2. In the Employee State widget, click the Settings button.
3. Optionally, under Title, type a new name for the monitor.
4. Under Employees, either select from the displayed list or type the employee ID in the
search field to find the employee you want to monitor.
5. Click Apply.
6. Click Save to save the change to the dashboard. Clicking Undo reverts the changes
made.

7.2.10.4 Configuring options in the Callback Requests

Widget
The only option available to be configured in the Callback Requests widget is the monitor name.

When you configure options in the Callback Requests widget, you can change the name of the
monitor and add or remove the device to be monitored.

To rename the Callback Requests widget:

1. In the dashboard, click the Edit Dashboard button.

2. In the Callback Requests widget, click the Settings button.
3. Under Title, type a new name for the monitor.
4. Click Apply.
5. Click Save to save the change to the dashboard. Clicking Undo reverts the changes
made.

7.2.10.5 Configuring options in the Queue Now widget

When you configure options in the Queue Now widget, you can change the name of the monitor
and add or remove the device to be monitored.

You can select up to six variables to display, and Queue Now widget displays six statistics
variables that you have selected.

To configure options in the Queue Now widget:

1. In the dashboard, click the Edit Dashboard button.

2. In the Queue Now widget, click the Settings button.
3. Optionally, under Title, type a new name for the monitor.

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4. Click the drop-down beside Queue and select either Queue or Queue Group.
5. Optionally, enter text into the Search field to search for queues or queue groups.
6. Select the check box beside each queue or queue group you want to monitor, or select
the check box beside ID to select all queues or queue groups.
7. Click Apply.
8. Click Save to save the change to the dashboard. Clicking Undo reverts the changes
made.

7.2.10.6 Configuring options in the Agent State widget

When you configure options in the Agent State monitor, you can change the name of the monitor
and add or remove the device to be monitored.

To configure options in the Agent State widget:

1. In the dashboard, click the Edit Dashboard button.

2. In the Agent State widget, click the Settings button.
3. Optionally, under Title, type a new name for the monitor.
4. Optionally, type content into the Search text box to filter the agents that display in the
list.
5. Select the check box beside each agent you want to monitor, or select the check box
beside each media icon to select all agents who are configured to handle that media
type.

Note:

You can optionally select multiple voice agents for each employee, if applicable, by
selecting the check boxes located under the voice (telephone) icon, beside the employee
name.

6. Click Apply.
7. Click Save to save the change to the dashboard or Undo to revert the change to the
dashboard.

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Note:
The Agent State widget in the Dashboard contains active/maximum license counts
for concurrent voice/multimedia agents visible to supervisors. The active counts
indicate the current number of logged in agents and maximum counts indicate the
number of available licenses.

7.2.10.7 Configuring options in the Web Browser

widget
When you configure options in the Web Browser widget, you optionally change the name of the
widget, the height of the widget, and URL of the website you want to display.

To configure options in the Web Browser widget

1. In the dashboard, click the Edit Dashboard button.

2. In the Web Browser widget, click the Settings button.
3. Optionally, under Title, type a new name for the web browser.
4. In URL field, enter the URL of the website you want to display.
5. Optionally, enter the height of the widget in the range 50—5000.
6. Click Apply.
7. Click Save to save the change to the dashboard or Undo to revert the change to the
dashboard.

Note:

When you are editing a Web Ignite Dashboard that includes a Web Browser widget you will
not see the webpage in the widget while in edit mode.

7.2.11 Searching Ignite

You can search Ignite to view interactions. Note the following.

Agents may search only interactions sent to queues for which the agents answer.

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DESKTOP - Employees licensed as Advanced supervisors or System Administrators may search

Ignite’s entire repository. This includes Ignite's In Progress folder (DESKTOP), which enables
supervisors to see interactions currently in agent Inboxes. This search capability does not
require Multimedia Contact Center licensing. However, to view and search interactions in queue
using Ignite, employees must have a Multimedia Contact Center license and multimedia agents
assigned to the queue.

WEB - Agents may search only interactions sent to queues for which the agents answer.
Employees licensed as Advanced supervisors or System Administrators may search all
interactions in the History tab of Ignite (WEB). This search capability does not require the
supervisor be licensed to handle multimedia.

Time stamps on interactions reflect the Ignite client time. To search interactions by date or time,
use the date or time for the Ignite client.

Interactions that are removed from the queue are removed from queue folder search results.

New interactions in queue matching search criteria will not be displayed until the search is
executed again.

DESKTOP - You cannot search for voice interactions, but you can filter voice interactions to view
them selectively. See "Choosing how interaction data displays in the Card view (DESKTOP)" on
page 315, and "Choosing how interaction data displays in the Grid view (DESKTOP)" on page
316 for more information.

WEB - You can search for voice interactions in Ignite Web version 9.1.

The following procedures explain how to

• Perform keyword searches of Ignite's folders

• Search Ignite using search filters

7.2.11.1 Performing keyword searches

DESKTOP - Performing keyword searches of Ignite's folders enables you to search for
interactions.

WEB - You can perform a keyword search for either historical interactions or interactions in
queue.

To perform keyword searches of Ignite's folders (DESKTOP):

1. From the Folders pane, select a folder. If necessary, expand the My Folders,
Processed, Unified Queues, Reporting Queues, or Individual Queues folder.
2. In the Search or Filter field, type keywords over the ghost text.

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Note:

To display more search results, click Show more results ….

3. To clear searches, click the x button.

To perform keyword searches for historical interactions in Ignite (WEB):

1. Click History.
2. Optionally, select a Filter.
3. Optionally, select Only show my items.
4. In the Search interactions field, type the keyword(s). To clear search texts, click
Clear.

To perform advanced searches for historical interactions in Ignite (WEB):

1. In the Search interactions field, click Advanced Search.

Use the following search criteria in any combination to search for historical interactions.

• Media—Select the media type you want

• Date—Select a date and a date range
• Interaction Id—Type the interaction id you want
• Case—Type the case details as search keywords
• Queue—Type the queue name, the system displays a predictive list of results
based on the letters you type, and select the record
• Employee—Type the employee name, the system displays a predictive list of
results based on the letters you type, and select the record
2. Click Search. To clear searches, click Reset.

To perform keyword searches for interactions in queue in Ignite (WEB):

1. Click Queues and select a queue or queue group.

2. In the Search interactions field, type the search text. To clear search texts, click
Clear.

To perform advanced searches for in queue interactions in Ignite (WEB):

1. Click Queues and select a queue or queue group

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2. In the Search interactions field, click Advanced Search.

Use the following search criteria in any combination to search for in queue interactions.

• Media—Select the media type you want

• Date—Select a date and a date range
• Interaction Id—Type the interaction id you want
• Case—Type the case details as search keywords
• Queue—Type the queue name, the system displays a predictive list of results
based on the letters you type, and select the record
• Employee—Type the employee name, the system displays a predictive list of
results based on the letters you type, and select the record
3. Click Search. To clear searches, click Reset.

7.2.11.2 Searching Ignite using search filters

Agents may search only interactions sent to queues for which the agents answer. Users can
search Ignite's folders by entering filters into Ignite’s Search fields. Employees licensed as
Advanced supervisors or System Administrators may search Ignite's entire repository.

DESKTOP - This includes Ignite's In Progress folder, which enables supervisors to see
interactions currently in agent Inboxes. This search capability does not require Multimedia
Contact Center licensing. However, to view and search interactions in queue using Ignite,
employees must have a Multimedia Contact Center license and multimedia agents assigned to
the queue.

If administrative configurations permit, selecting the search result previews them.

The following explains how to use filters to search Ignite. This information does not apply to voice
interactions.

Note:

• Time stamps on interactions reflect the Ignite client time. To search interactions by
date or time, use the date or time for the Ignite client.
• To display more search results, click 'Show more results….

Using the filters in the following table, you can perform the following searches in Ignite.

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Note:

DESKTOP - The following search filters cannot be applied to the Inbox.

Table 34: Ignite search filters

Filter Explanation

No filter Finds interactions containing a specific word

For example, order

AND Finds interactions containing one word and another

For example, sales AND order

Space Finds interactions containing one word and another

For example, sales order

; Finds interactions containing one word and another

For example, sales;order

NOT Finds interactions containing one word as long as it does not also
contain another

For example, order NOT closed

- Finds interactions containing one word but not another

For example, order -closed

OR Finds interactions containing either of the words specified

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Filter Explanation

For example, sales OR order

Quotation marks Finds interactions containing the exact phrase

For example, “sales order”

date Finds interactions received on specific dates

For example, date:01/15/2014

Today Finds interactions received today

For example, date:Today

Yesterday Finds interactions received yesterday

For example, date:Yesterday

This week Finds interactions received this week

For example, date:This week

This month Finds interactions received this month

For example, date:This month

This year Finds interactions received this year

For example, date:This year

Month name Finds interactions received on a specific month. You can also
search by a specific date in the month.

For example, date:August, or date:August 2013, or date:August 18,

or date: August 18 2013

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Filter Explanation

Note:

Ignite will search

the month by the
current year, if no
year is specified.

Abbreviated month Finds interactions received on a specific month, by a three letter

name abbreviation

For example, date:Aug, or date:Aug 2013, or date:Aug 18, or

date:Aug 18 2013

Day name Finds interactions received on a specific day of the week

For example, date:Monday

> (for searches by date Finds interactions by dates after the specified date or date keyword
or attachment size)
For example, date:>August 18 2013, or date:>August, or
date:>August 18

Find email interactions by attachments larger than the attachment

size

For example, attachments:>200KB

>= (for searches by Finds interactions by dates after or on the specified date or date
date or attachment keyword
size)
For example, date:>=August 18 2013, or date:>August, or
date:>=August 18

Finds email interactions by attachments larger than or equal to the

attachment size

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Filter Explanation

For example, attachments:>=200KB

< (for searches by date Finds interactions by dates before the specified date or date
or attachment size) keyword

For example, date:<August 18 2013, or date:<August, or

date:<August 18

Finds email interactions by attachments smaller than the

attachment size

For example, attachments:<200KB

<= (for searches by Finds interactions by dates before or on the specified date or date
date or attachment keyword
size)
For example, date:<=August 18 2013, or date:<=August, or
date<=August 18

Finds email interactions by attachments smaller than or equal to the

attachment size

For example, attachments:<=200KB

AND or space (for Finds interactions received on two or more dates

searches by date)
For example, date:Today AND Yesterday, or date:Today Yesterday

NOT or - (for searches Finds interactions received on one date but not another
by date)
For example, date:This month NOT Last week, or date:This month -
Last week

OR (for searches by Finds interactions received on either of the dates specified

date)
For example, date:Today OR August 25

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Filter Explanation

subject: Finds interactions containing text by subject

For example, subject:sales AND order

from: Finds interactions received from a specific sender. You can search
by the sender's first name, last name, full name, or email address.

For example, from:Renee

to: Finds interactions sent to a specific recipient. You can search by

the recipient’s first name, last name, full name, or email address.

For example, to:[email protected]

cc: Finds interactions cc’d to a specific recipient. You can search by the
recipient’s first name, last name, full name, or email address.

For example, cc:[email protected]

bcc: Finds interactions bcc’d to a specific recipient. You can search by

the recipient’s first name, last name, full name, or email address.

For example, bcc:[email protected]

case: Finds interactions tagged with a specific case ID

For example, case:kxPKez

ticket: Finds interactions tagged with a specific ticket number

For example, ticket:pAsMDc

media: Finds interactions of a specific media type

For example, media:email

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Filter Explanation

agent: Finds interactions last handled by a specific agent. You can search
by the agent’s first name, last name, full name, or by reporting
number.

For example, agent:Renee

or

agent:1000

queue: Finds interactions last sent to a specific queue

For example, queue:sales

attachments: Finds email interactions by attachment. You can search by

attachment name, size, content, or type.

For example, attachments:docx

or

attachments:<200KB

Note:

If no size unit is specified, the default search unit is bytes.

You can perform the following types of searches in Ignite:

General searches – Any keywords can be typed in the search field, and the search returns
interactions containing the keywords.

For example, if an agent types ‘sales order’ in the Filter field, Ignite searches for interactions in
the selected folder containing the terms sales and order.

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In the Inbox, the History, and the Queues pages, while you type the search keywords in the
Queue box, the system displays a predictive list of results based on the letters you type.

For example, if an agent types ‘a’ letter in the Queue box, Ignite (Web) displays any queue
names that contain ‘a’ (i.e. chat_queue12, email_queue33) as a predictive list of results.

Targeted searches – You can limit searches to fields and folders by inserting a colon between
the field and the search term.

For example, an agent searching interactions’ Subject fields for the word ‘order’ can type
‘subject:order’. In this example, Ignite searches the ‘Subject’ fields of interactions in the selected
folder for the term ‘order’.

Multiple targeted searches – You can limit searches to more than one field using semi-colons.

For example, an agent searching for an order placed by a specific customer can type
‘subject:order;from:Renee’. Ignite interprets this as (Subject contains Order) AND (From contains
Renee). In this example, the program searches the Subject fields of contacts to find orders from
Renee.

Note:

• If at least one of the filters ends with ‘:’, you must separate all filters with “;”. For
example, 'from:Renee;date:yesterday'.
• If at least one of the filters ends with ‘:’, you cannot use ‘NOT’, ‘-‘, and ‘OR’
between the filters. For example, typing ‘order:Renee OR from:Tom to retrieve
orders placed by either Renee or Tom is invalid. Typing ‘order;from:Renee OR
from:Tom’ is valid and will retrieve orders placed by either Renee or Tom.

Complex targeted searches – You can perform complex searches to further narrow results
returned.

For example, an agent searching for a completed order, placed by a specific customer, can type
‘completed;subject:sales order;from:Renee’. Ignite interprets this as: Completed AND (Subject
= (Sales AND Order)) AND (From contains Renee). In this example, Ignite searches the Subject
fields of contacts for completed sales orders placed by Renee.

Email attachment size searches - You can search emails by attachment size. Searches by
bytes (‘b’), kilobytes (‘KB’), and megabytes (‘MB’) are supported. If no size unit is specified, the
default search unit is bytes. If searching for attachments by size, specifying "attachments.size:" in
your query returns results more efficiently.

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7.2.12 Managing agent group presence and agent states

Agent group presence refers to whether an ACD agent is present in or absent from an agent
group.

Agents present in an agent group can receive interactions in the Inbox, pick interactions out of
queue, and be sent interactions from a supervisor. Agents absent from an agent group cannot
handle interactions for the queue.

Agent states refers to an agent’s availability to receive ACD interactions. Examples of agent
states include Available, Busy/Make Busy and Do Not Disturb. An agent’s state determines Ignite
handling options available to them.

WEB - An agent in the Offline state is logged in to Ignite but their ACD agents are not logged in to
the system. In this state interactions cannot be handled for the queue.

Note:

When you configure Agent Group Presence for agents who use an ACD softphone, you must
set the default presence to Absent. If the presence is set to Present, agents will receive
ACD calls when they log in to MiCollab, without logging in to Ignite.

7.2.12.1 Viewing Agent Group Presence in Ignite

Agents can view the agent groups of which they are members. Viewing Agent Group Presence
helps agents verify that they are able to handle interactions for the appropriate queues.

Agents can view Agent Group Presence on a group-by-group basis across media types. If
administrative configurations permit, agents may also make themselves present in and absent
from agent groups and the media types that the group handles.

To view Agent Group Presence (DESKTOP)

• In the Sidebar, click the Agent Group Presence button.

Check marks display beside agent groups to which the agent is present. Media types that an
agent is present in handle display a blue background. Media types that an agent is not present
in handle display a white background.

To view Agent Group Presence (WEB)

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• Click your avatar and select Agent Groups.

Media types that an agent is present in handle display in blue. Media types that an agent is
not present in handle display in grey.

7.2.12.2 Adjusting Agent Group Presence in Ignite

If agents have the required permissions, they can make themselves present in, or absent from,
agent groups.

Adjusting Agent Group Presence enables agents to make themselves available or unavailable
for interactions of different media types. For example, agents belonging to the Sales (voice and
chat) and the Training (email) agent groups can make themselves available to answer only email
interactions by becoming absent from the Sales group.

Agents can also make themselves available or unavailable to answer interactions of specific
media types. For example, the agent makes herself available to answer only Sales voice
interactions by becoming absent from chat in the Sales agent group.

Agents can also make themselves available or unavailable to all agent groups of which they are
members, in one action.

DESKTOP - When agents are not present in any of their agent groups, Ignite’s Status bar
displays a ‘Time Logged in Not Present’ status. See "The Status bar (DESKTOP)" for more
information.

WEB - When agents are not present in any of their agent groups, their state becomes Away (Not
Present). See "Viewing agent state and state statistics (WEB)".

Note:

Agents may be made automatically present in their agent groups upon logging in to
Ignite, with multimedia interactions routing as soon as the login is complete. This is an
administrative configuration and is not controlled by the agent. However, without this
administrative configuration, agents must make themselves present in agent groups in order
to be offered interactions.

The following procedures explain how to:

• Become present to an agent group

• Become absent from an agent group
• Become either present in or absent from all agent groups
• Become available or unavailable to answer interactions of a specific media type

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• Apply default Agent Group Presence settings (DESKTOP)

To become present in an agent group (DESKTOP):

1. In the Sidebar, click the Agent Group Presence button.

2. Select the group or groups from the Agent Group Presence screen and click Apply.
Multimedia interactions begin routing.

To become present in an agent group (WEB):

1. Click your avatar and select Agent Groups.

2. Hover over the agent group’s avatar and select Join <Agent Group name>.
3. Click Update.

To become absent from an agent group (DESKTOP):

1. In the Sidebar, click the Agent Group Presence button.

2. Deselect the group or groups from the Agent Group Presence screen and click
Apply.

To become absent from an agent group (WEB):

1. Click your avatar and select Agent Groups.

2. Hover over the agent group’s avatar and select Leave <Agent Group name>.
3. Click Update.

To become either present in or absent from all agent groups (DESKTOP):

1. In the Sidebar, click the Agent Group Presence button.

2. To become present to all agent groups, click Select All.
3. Click Apply.

You become present in all agent groups and media types within the group.
4. To become absent from all agent groups, click Clear All.
5. Click Apply.

You become absent from all agent groups and media types within the group.

To become either present in or absent from all agent groups (WEB):

1. Click your avatar and select All Agent Groups.

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2. To become present in all agent groups, click Join All > Update.
3. To become absent from all agent groups, click Leave All > Update.

To become available or unavailable to answer interactions of a specific media type (DESKTOP):

1. In the Sidebar, click the Agent Group Presence button.

2. To become available to answer interactions of a specific media type, click the media
icon in the agent group so the icon displays a blue background.
3. To become unavailable to answer interactions of a specific media type, click the media
icon in the agent group so the icon displays a white background.
4. Click Apply.

To become available or unavailable to answer interactions of a specific media type (WEB):

1. Click your avatar and select Agent Groups.

2. To become available to answer interactions of a specific media type, click the media
icon in the agent group so the icon displays in blue.
3. To become unavailable to answer interactions of a specific media type, click the media
icon in the agent group so the icon displays in grey.
4. Click Update.

To apply default agent group presence settings (DESKTOP):

1. On the Agent Group Presence screen, click Defaults.

2. Click Apply.

7.2.12.3 Adjusting agent states in Ignite (WEB)

Agents can adjust their states to make themselves available or unavailable to receive ACD
interactions without logging out of the application.

Agents can set the following states in Ignite:

• Available: Agents are logged into Ignite and their ACD agents are available to receive
ACD interactions.
• Offline: Agents are logged into Ignite and can peruse the interaction repository, but
their ACD agents are offline and cannot receive ACD interactions.

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Note:

Time in Offline does not count towards shift duration.

• Busy: See "Setting and removing Make Busy in Ignite".

• Do Not Disturb: See "Setting and removing Do Not Disturb in Ignite".

To adjust your agent state

1. Click your avatar and select State.

2. Select a state

7.2.12.4 Setting and removing Busy/Make Busy in

Ignite
When agents must become temporarily unavailable for inbound multimedia interactions, they can
put themselves into Busy/Make Busy and choose a code indicating why they are unavailable.

Setting Busy/Make Busy for one agent capability applies a Busy/Make Busy status to all of the
employee’s agents. Inbound multimedia interactions are not routed to the agent; however, agents
in Busy/Make Busy can receive transferred interactions. While in Busy/Make Busy, voice agents
are able to receive Non ACD voice interactions without being removed from Busy/Make Busy and
can pick interactions waiting in queue.

Entering Busy/Make Busy while handling interactions ensures that agents are not offered more
once finished. However, existing voice, email, chat, SMS, and open media interactions continue
until one of the parties ends the interaction.

Agents also enter Reseize Timer when they decline an interaction, fail to answer a ringing
interaction within the allotted time, and place an item on hold for longer than is permitted. In
each instance, the agent is automatically put into Busy/Make Busy across all media capabilities,
and a System Make Busy is registered for the employee. For information on the time allotted to
answer a ringing interaction and the duration for which interactions can be on hold, contact your
supervisor or system administrator.

The following procedures explain how to

• Set Busy/Make Busy and change Busy/Make Busy codes

• Remove Busy/Make Busy

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Note:

Agents must remove Busy/Make Busy to become available to receive inbound multimedia
interactions and internal voice interactions.

• Change to a Do Not Disturb (DND) state while in Busy/Make Busy

To set Make Busy and change Make Busy codes (DESKTOP)

1. In the Sidebar, click the Make Busy button.

2. Select a MKB code and click Apply.

Note:

Agents cannot program MKB codes and can only select from the list provided.

3. To change a Make Busy code assigned to you, follow the above steps.

To set Busy and change Busy codes (WEB)

1. Click your avatar.

2. Under State, click Busy.
3. Choose a Busy code.

To remove Make Busy (DESKTOP)

• In the Status bar, click the X button.

To remove Busy (WEB)

1. Click your avatar.

2. Under State, click the X button next to Busy.

To change to a Do Not Disturb state while in Make Busy (DESKTOP)

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Note:

Do Not Disturb and Busy/Make Busy states layer. If an agent in Busy/Make Busy changes
their state to Do Not Disturb, the agent will remain in Busy/Make Busy once Do Not Disturb
is removed. This prevents agents from receiving interactions when switching states between
Busy/Make Busy and Do Not Disturb.

1. In the Sidebar, click the Do Not Disturb button.

2. Select a DND code and click Apply.

Note:

To remove DND and revert to Make Busy, click your avatar, click the X button next to Do Not
Disturb

To change to a Do Not Disturb state while in Make Busy (WEB)

Note:

Do Not Disturb and Busy/Make Busy states layer. If an agent in Busy/Make Busy changes
their state to Do Not Disturb, the agent will remain in Busy/Make Busy once Do Not Disturb is
removed. This prevents agents from receiving contacts when switching states between Busy/
Make Busy and Do Not Disturb.

1. Click your avatar.

2. Under State, click Do Not Disturb.
3. Select a Do Not Disturb reason code.
4. To remove DND and revert to Make Busy, click your agent name and click X button
next to Do not Disturb.

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7.2.12.5 Setting and removing Do Not Disturb in Ignite

When agents must become temporarily unavailable for receiving inbound multimedia interactions
and internal voice interactions, including transfers, they can put themselves into Do Not Disturb
(DND) and choose a code indicating why they are unavailable.

Agents in DND can receive external voice interactions, and existing chat and inbound/internal
voice interactions continue until one of the parties ends the interaction.

Setting DND for one agent capability applies a DND status to all of the employee’s agents.

The following procedures explain how to

• Set DND and change DND codes

• Remove DND

Note:

Agents must remove DND to become available to receive inbound multimedia interactions
or internal voice interactions

• Change to a Busy/Make Busy (MKB) state while in DND

To set DND and change DND codes (DESKTOP)

1. In the Sidebar, click the Do Not Disturb button.

2. Select a DND code and click Apply.

Note:

Agents cannot program DND codes and can select only from the list provided.

3. To change a DND code, follow the above steps.

To set DND and change DND codes (WEB).

1. Click your avatar.

2. Under State, click Do Not Disturb ….

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3. Choose a DND code.

To remove DND (DESKTOP)

• In the Status bar, click the X button.

To remove DND (WEB)

1. Click your avatar.

2. Under State , click the X button next to Do Not Disturb ….

To change to a MKB state while in DND (DESKTOP)

Note:

If an agent changes their DND state to MKB, the agent remains in DND until this state is
removed.

1. In the Sidebar, click the Make Busy button.

2. Select a Make Busy code and click Apply.
3. In the Status bar, click the X button to remove yourself from DND and enter MKB.

To change to a Busy state while in DND (WEB)

Note:

If an employee applies a MKB state while in DND, the employee remains in DND until the
DND state is removed.

1. Click your avatar.

2. Under State choose Busy....
3. Choose a Busy code.
4. Click your avatar.
5. Under State, click the X button next to Do Not Disturb.

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7.2.13 Work Timer

Note:

• When agents are in Work Timer, Interactions remain in the Inbox until Work Timer
is removed .
• Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a
Work Timer state until the Work Timer expires or is cancelled.

DESKTOP - Interactions in Work Timer are marked with yellow.

WEB - Interactions in Work Timer are marked with yellow and a clock icon.

If administrative configurations permit, agents are placed in a Work Timer state after completing
an interaction. During Work Timer agents can complete after-contact work, such as speaking with
a supervisor, without having this downtime affect their performance statistics.

Work Timer counts against an agent’s Workload, and can determine whether agents are pushed
interactions. If agents are in a Work Timer state for the maximum number of interactions they can
handle for a media type, they are not offered another interaction of that media type until Work
Timer expires or is removed. For example, an agent permitted to handle two emails at a time is
in Work Timer for both. Until one Work Timer state expires or is removed, the agent is not offered
another inbound email. However, this agent will be pushed chat interactions, unless they are
also in Work Timer for the maximum number of chat interactions their Workload permits them to
receive.

Ignite displays Workload statistics, including the number of Work Timer states the agent is in for
each media type. See "The Status bar (DESKTOP)" for more information. See "Viewing agent
handling statistics (WEB)". For more information on Workload, see "Handling multimedia contacts
in Ignite".

The duration of Work Timer is configured on a queue-by-queue basis. To determine this duration,
contact your supervisor or system administrator.

When Work Timer is the overriding state, agents can remove Work Timer and put themselves
back into an overriding state across all media capabilities. Once agents have removed Work
Timer, they cannot put themselves back into this state.

The following procedures explain how to remove Work Timer.

To remove Work Timer (DESKTOP)

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• In the Sidebar, click the Remove Work Timer button.

Note:

Alternatively, remove Work Timer via the Action bar.

To remove Work Timer (WEB)

• Click Clear Work Timer.

Alternatively, click your avatar, select State, and choose an alternate state.

7.2.14 Handling multimedia interactions in Ignite

Note:

To retain the integrity of Excel charts pasted in Ignite, first copy the Excel table to Word and
then copy/paste it in Ignite.

Multimedia Contact Center supports skills-based routing. When an agent is available, they
receive interactions based on the following criteria

1. Highest queue priority (optional)

2. Highest skill priority (optional)
3. Longest idle

Agents can handle multiple interactions at a time. However, an employee's Workload determines
the number and type of media interactions that can be pushed to an agent at any one time. For
example, agents may not be permitted to receive voice and chat interactions concurrently. Or,
agents may be permitted to receive a maximum of five emails and two chats at one time.

When traffic levels necessitate, supervisors with appropriate licensing can log into Ignite
and alleviate congestion by handling interactions. Emails can be configured to overflow to a
supervisor after a specified length of time in queue. If a supervisor primarily uses Contact Center
Client, they can minimize Ignite and be notified when they receive an overflow email.

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If you are not being pushed interactions, it may be that you have reached the maximum number
of interactions your Workload permits you to handle. For more information on viewing your
Workload status, see "The Status bar (DESKTOP)".

Note also that agents who have reached their Workload maximum for a media type can pick
items out of queue and can receive transferred interactions of that type.

To provide context on how interactions reach queues and agents, this section explains

• Overflowing and interflowing interactions

• Routing models in Multimedia Contact Center
• Receiving notifications of new interactions
• Receiving information in screen pops

In addition, the following sections explain general interaction handling procedures, including

• Reviewing interaction history

• Tagging interactions with Account Codes
• Sending interactions back to the queue

For information on procedures specific to handling different media types, see "Handling calls in
Ignite", "Handling emails in Ignite", and "Handling chats in Ignite".

Transition from one interaction type to other can be done. For more information on Transition to
other type, See "Transitioning from one conversation type to another (WEB)".

7.2.14.1 Overflowing and interflowing interactions

The following section explains the concepts of overflow and interflow for multimedia interactions.

Once an interaction has reached a queue, it is offered to an agent group. Agents in the group
are responsible for accepting the interaction. Interactions wait in queue until an agent from an
assigned agent group accepts them. Overflow and interflow are two routing methods designed to
reduce the length of time that interactions wait in queue

Overflowing interactions

Overflow is the process of offering an interaction, already offered to one agent group, to
additional agent groups after the interaction has been waiting in queue past a set time. The
amount of time before an interaction overflows is determined by an administrative configuration,
and the system overflows the interaction without agent intervention.

Interflowing interactions

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Interflow is the process of taking an interaction out of one queue and routing it to a different
answer point, such as another queue or an external email address. Interflow is an administrative
configuration occurring under specified queue conditions, and occurs without agent intervention.

7.2.14.2 Routing models in Multimedia Contact Center

Push, Pick, and Mixed routing models determine how agents receive interactions in queue. Note
that administrative configurations determine the routing models that your contact center uses
and that the routing model can vary by queue. For more information, consult your supervisor or
system administrator.

Note:
Push, Pick, and Mixed routing models determine how agents receive email and chat
interactions in queue. Delivery of voice interactions is determined by programming on
the 3300 ICP. For more information, contact your supervisor or system administrator.

Push model

In Push model interactions in queue are sent to an available agent’s Inbox. The number
of interactions that can be pushed to an agent’s Inbox at one time depends on the agent’s
Workload, as configured in the system, and can vary by media type. For example, the system
may be permitted to push five emails at a time to an agent’s Inbox but only two chats.

Interactions are also pushed to agents on the basis of Agent Skills (as configured in the system),
Queue Priority, and Preferred Agent. A Preferred Agent is one who is engaging in an ongoing
interaction with a customer.

With the exception of transferred interactions, agents do not receive items in their Inbox if the
Inbox contains ringing interactions of the same media type.

Picking interactions out of queue is permitted in a Push model.

Pick model

In Pick model agents pick interactions out of queue exclusively. Agents in Do Not Disturb cannot
pick interactions out of queue.

Mixed model

In Mixed model agents pick interactions out of queue, but items sitting in queue past a set time
are pushed to agents’ Inboxes. Workload determines the number and type of media interactions
that can be pushed to an agent at any one time. For more details, see ‘Push model’, above.

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With the exception of transferred interactions, agents do not receive items in their Inbox if the
Inbox contains ringing interactions of the same media type.

7.2.14.3 Receiving notifications of new interactions

Agents receive notifications of new interactions in one of two ways. An interaction can ‘ring’ in the
Inbox and agents can receive toaster notifications of new interactions.

7.2.14.3.1 Ringing states in Ignite

When interactions reach an agent’s Inbox, the interactions are in a ringing state until the agent
puts them into reply mode or until the requeue timer expires.

Ignite indicates a ringing interaction as follows:

• DESKTOP - Ignite marks ringing interactions in red, and indicates in red the number of
interactions ringing in the Inbox.
• WEB - Ignite marks ringing interactions with a ‘ringing’ icon, and the agent’s state
indicates ‘Incoming’.

Note:

• With the exception of transferred interactions, in Push and Mixed routing models
agents do not receive items in their Inbox if the Inbox contains ringing interactions
of the same media type. Once ringing interaction is put into reply mode, another
interaction of that media type is pushed to the Inbox in a ringing state if the agent's
Workload permits. This behavior continues until an agent's Workload is met.
• For MiVoice Connect phones, if the ring count for ACD calls exceeds the requeue
timer, which is set to 30 seconds by default, calls will directly connect to agent's
voice mail.

7.2.14.3.2 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.

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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.
• 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 Target Uri
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 third party web
applications.

7.2.14.4 Receiving information in screen pops

When interactions are ringing in the Inbox, agents may receive screen pops on their desktops.

Screen pops differ from toaster notifications. Toaster notifications alert agents to ringing
interactions and indicate basic information such as the interaction’s media type. A screen pop
displays information relevant to handling a specific interaction.

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For example, a screen pop may display a web page listing a customer’s recent interaction history.
Agents use screen pops to provide more personalized, informed customer service. It is the
agent’s responsibility to close the screen pop once the information is no longer required.

Screen pops open on agents’ desktops when a ringing item is selected in the Inbox.

If you are receiving two screen pops and/or two toaster notifications for a single interaction,
consult your supervisor or system administrator. For more information on toaster notifications,
see "Receiving toaster notifications of new interactions".

Note:

• If you receive a security warning when your screen pop displays, consult your
supervisor or system administrator about disabling the warnings.
• WEB - By default, screen pops open in a new tab but obey browser configuration
and may therefore open in a new window.
• WEB - If screen pops are not displaying you may need to disable pop-up blockers
for this site.

7.2.14.5 Reviewing interaction history

Ignite stores transcripts of email, chat, and SMS multimedia interactions and enables agents to
review these transcripts by case and customer.

For example, an agent gets a response from a customer saying, 'How do I do that?'. However,
the customer has deleted all prior communication in the email chain. The agent can retrieve
transcripts of previous interactions with the customer in order to answer the question.

If an interaction’s history is not visible via the History function, we recommend searching Ignite’s
repository. For more information on searching, see "Searching Ignite".

The following procedures explain how to

• Review interaction history by case

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Note:

This function is available only if the system has case and ticket numbers enabled. This is
an administrative configuration and cannot be adjusted by agents.

• Review interaction history by customer

To review interaction history by case or customer (WEB)

Note:

You can pare down the list of interactions displaying on the History page using filters. For
information, see "Searching Ignite using search filters".

1. Select an interaction or hover over the item’s avatar and select History.
2. Select either Case or Customer and select the interaction to review.

You can display specific interactions by entering search criteria in the ‘Search interactions’
field.
3. To exit out of this view, click Back to <page>.

To review interaction history by case (DESKTOP)

1. In the Folders pane, select a folder and select an interaction in the folder.
2. In the Preview pane, select History and Account Codes, and select By Case.
3. To see more items, double-click Show more results....
4. Optionally, sort items in each pane in ascending or descending order by clicking the
column headers.
5. To view a transcript of the communication, double-click the interaction in the pane.

To review interaction history by customer (DESKTOP)

1. In the Folders pane, select a folder and select an interaction in the folder.
2. In the Preview pane, select History and Account Codes, and select By Customer.
3. To see more items, double-click Show more results....

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4. Optionally, sort items in each pane in ascending or descending order by clicking the
column headers.
5. To view a transcript of the communication, double-click the interaction in the pane.

7.2.14.6 Tagging interactions with Account Codes

Account Codes are used for reporting purposes. They are numbers identifying services,
departments, or other elements of the contact center. Agents can tag interactions with Account
Codes in Ignite to indicate in reports what the interaction was about.

For example, an agent handling chats for three catalog companies enters an Account Code
of ‘01’ to indicate that the customer is inquiring about Company A. Later in the same chat
interaction the agent enters an Account Code of ‘06’ to indicate that the customer is inquiring
about Company A’s mail-out services.

Agents can apply Account Codes only when replying to interactions. Agents can tag interactions
with multiple Account Codes but cannot configure Account Codes in Ignite.

Please note the following limitations regarding tagging voice interactions with Account Codes in
Ignite

• Voice interactions handled in Ignite can only be tagged only with non-verified Account
Codes. Verified Account Codes are entered before an outbound voice interaction and
can be applied via Contact Center Client. For more information on verified Account
Codes in your contact center, contact your system administrator.
• Tagging interactions with Classification Codes is supported from Ignite for voice
interactions only. Classification codes associate the entire interaction handling
duration to the Account Code selected. This includes transfer time. It also includes
Work Timer duration if 'Include queue work timer as part of handling time' is enabled
on the queue. To learn more about applying Classification Codes to voice interactions,
see "Tagging calls with Classification Codes".

Note:

Classification Codes are not supported for multimedia interactions, only Account Codes may
be used on multimedia interactions.

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Note:

Account Codes on emails are terminated after employee logout. Agents logging in to Ignite to
resume work on emails must re-enter their last Account Code.

To tag an interaction with an Account Code (DESKTOP)

1. In the Preview pane, expand History and Account Codes and select Account
Codes.
2. Expand any Account Code groups, if required.
3. Beside the Account Code you are using to tag the interaction, click Apply.

Account Codes applied to an interaction are marked in bold.

Note:

Alternatively, apply Account Codes via the Account Code button that displays in the
Sidebar.

To tag an interaction with an Account Code (WEB)

1. Select an interaction or hover over the item avatar and click Apply Code. The account
codes/categories are displayed in tree view (as configured in YSE) in the Apply
Classification/Account Code window.
2. Select an Account Code. You can type the name or number of a code in the Search
field. Optionally, use the Expand or Collapse buttons to view account codes and
select the required account code.

Note:

If you enter a number or the name in the search field, and the system returns only one
result, you can apply the Code by pressing Enter.

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7.2.14.7 Sending interactions back to the queue

When interactions reach an agent’s Inbox, the interactions are in a ringing state until the agent
clicks the Reply button and Ignite goes into reply mode.

Interactions can be sent back to the queue for several reasons. First, interactions requeue
when declined by an agent. Second, ringing interactions in the Inbox requeue when the ringing
timer expires. Third, interactions on hold requeue when the hold timer expires, including emails
automatically placed on hold after agent's logout. Fourth, interactions in the Inbox can requeue
on employee logout. However, administrative configuration determines requeue behavior for
email interactions in the Inbox.

In each instance, the interaction is returned to the queue as the longest waiting. Unless logged
out, the employee is put into a Busy/Make Busy state across all agent capabilities, and a System
Make Busy is registered.

Agents logging out of Ignite with interactions in the Inbox are notified whether relevant
interactions will be requeued (DESKTOP). However, in these instances a System MKB is not
registered against the employee.

Requeued emails contain any response text drafted. This text is visible to other employees who
handle the email. Agents can choose to include the drafted content when previewing requeued
emails in queue.

Requeued chat and SMS interactions contain all of the previous interaction between contact and
agent.

If the system immediately requeues interactions on logout, to avoid losing work we recommend
that agents either complete their work or transfer the item to a queue before logging out.

Note:

• The time allotted to answer ringing interactions, the duration for which interactions
can be on hold before requeuing, and requeue behavior for email interactions
on employee logout is determined by administrative configuration. For more
information, contact your supervisor or system administrator.
• Logging in and logging out of Ignite does not reset the duration interactions can be
on hold before requeuing.

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7.2.14.8 Transitioning from one conversation type to

another (WEB)
During an interaction, agents can transition between interaction types. For example, an agent in
the Support queue who is in a chat interaction with a customer can transition to voice.

The agent can transition to an alternate interaction type only if the agent is associated with that
media type and if the customer’s relevant contact details are available. Agents can also edit
contact information during an interaction.

Note:

Agents cannot transition from other media types to a chat interaction, as chats are inbound
only.

The following explains how to

• Transition interactions to an alternate interaction type

• Update contact details during an interaction

To transition to an alternate interaction type

1. Click Inbox and select the interaction or hover over the item avatar.
2. Click the action icon based on the interaction type.

For example, with an email interaction, click Reply, or with a chat interaction, reply to the chat
messages.
3. From the handling icons, click the interaction type icon to which you want to transition.
Optionally, you can hover over the item avatar in the Inbox to view the handling icons.

Note:

You can edit the contact information for the customer during the interaction and you
can view the updated contact information and, if required, can transition to an alternate
interaction type.

4. Continue the interaction in the transitioned interaction type.

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7.2.14.9 Update contact information during a

conversation
Agents can also edit contact information during an interaction. For example, an agent in the
Sales queue is on a call with a customer and updates the customer’s email address or mobile
number. The agent can now view the updated contact information and, if required, can transition
to an alternate interaction type, such as email.

To update contact information during an interaction

1. Click Contacts and search for the applicable customer.

2. In the Contacts window, under Contact Details, click Edit Contact.

Optionally, you can hover over the avatar to view the Edit icon.
3. In the Edit Contact window, update the contact details, and click Update.

The handling icons are refreshed to reflect the updated details.

7.2.15 Working with cases in Ignite(WEB)

The Cases page contains searchable details for all cases that the employee can access. Agents
and supervisors can quickly review all the key information related to case records without the
need to select individual interactions.

The following sections explain how to

• View case details

• Search and filter cases
• Add notes for a case
• Edit the subject of a case
• Flag a case for follow-up
• Flag a case as resolved
• Merge interactions from two different cases

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Note:

You cannot edit a case that is being edited by another agent or supervisor. A lock icon
displays next to the action icons to indicate that a case is being edited by another agent or
supervisor. Only one person can perform the following actions at a time in Ignite—edit the
subject of the case, change the state of the case, add or edit notes, cut from case, or merge
cases.

7.2.15.1 View case details

For each of the case records, you can view the state of the case, notes, interactions, customer
details, and other cases that are associated with the customer.

1. Click Cases to display a list of all cases.

2. Locate and click the case title.

If you know the case details, you can use the search and filter capabilities to locate the required
case.

The following case details are displayed:

• Case details—Displays case details such as customer details, subject, details of the
agent who handled the last interaction in the case, or the queue details, date modified,
and the state.
• Notes—Lists the notes entered for the selected case. You can search for notes by
entering the string in the search field in the Notes tab.
• Interactions—Lists all interactions related to the selected case. You can filter and
search for interactions in this tab.
• Participants—Lists the contact details of all participants.
• Other cases for this customer—Lists the other cases associated with this
customer(s). You can filter and search for cases in this tab.
• State—Indicates the current state of the case. Possible values include

•
Pending—Cases are indicated by icon. Cases are automatically assigned this
state when inbound interactions are received by the system. This state is assigned
even if the linked case was previously closed. The only exception is when a new
interaction is already linked to an existing case whose state is marked as ‘Follow up

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required’. You can see cases in the pending state only for the queues to which you
are assigned.
• In Progress—Cases are automatically assigned this state when you accept
interaction associated with that case. The only exception is when a new interaction
is already linked to an existing case whose state is marked as ‘Follow up required’.
• Follow up required—Cases are indicated by a red badge. When an agent handles
an interaction, and wants to mark the interaction for further follow up, the case can
be flagged as ‘Follow up required’.
• Follow up required now—Cases are indicated by a red badge. When an agent
marks an interaction for a follow up at a specific date and time, just before the
specified date and time, the interaction is which is flagged as ‘Follow up required’
changes to ‘Follow up required now’, a notification icon on the top panel prompts
the agent to take action on the interaction.
• Waiting for customer—Cases are indicated by an orange badge. When an agent
completes an interaction, or marks the interaction as ‘No Reply’, the case’s state
is set to ‘Waiting for customer’ unless it was previously set to ‘Follow up required’
or ‘Resolved’, in which case it remains unchanged. When an agent sends an
unsolicited outbound email or SMS to a customer, a new case is automatically
created and assigned with this state.
• Resolved—Cases are indicated by a blue check mark icon. You can set the case
to ‘Resolved’ when you no longer need to interact with or track it. Cases in ‘Waiting
for customer’ state are automatically moved to ‘Resolved’ state after the configured
number of days (by default, it is 14 days) when no interactions are added or actions
are taken.
•
Closed—Indicated by icon. Cases in ‘Resolved’ state are automatically moved to
‘Closed’ state after the configured number of days (by default, it is 7 days) when no
interactions are added, or actions are taken.

7.2.15.2 Edit the subject of a case

To edit the subject of a case

1. Click Cases to display a list of all cases,

2. Locate and click the required case from the list.

The details are displayed in the right pane. The default subject is based on the most recent
interaction associated to the case, relevant to the interaction media type.
3. Click Edit Subject icon.
4. Enter the subject in the text box.
5. Click Save.

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7.2.15.3 Search and filter cases

To search and filter cases

1. Click Cases, and in the Search cases field, enter a search string.
2. For a more detailed search, click the Advanced Search in the Search cases field
and enter specific details in the fields displayed. For Media, Queue, and Employee
fields, you can use the Only search most recent check box next to fields to search
for cases having the particular media, queue, or employee as their last one.

For example, let us assume that there is a case linked to two interactions; a chat (first
interaction) and a voice call (second and last interaction). If you select “chat” in the Media
drop-down menu and:

• Do not select the Only search most recent check box next to Media, Ignite will
find this case because it will search for all cases that have a chat interaction.
• Select the Only search most recent check box next to Media, Ignite will only
search for cases whose most recent interaction type is “chat”, hence, the above
case is not found as the last interaction for the above case is not “chat”, but is
“voice”.
3. Click Search to display the search results.
4. Click the filter name to filter the search results based on case states. The available
filters are All, Pending, In progress, Waiting for customer, Follow up required,
Resolved and Closed.

Note:

• If an agent selects the Only show my items check box, Ignite displays only
cases associated with that agent.
• In Case folder, agents will be able to Reply and Reply All to the email
interactions only in Waiting for Customer, Follow up required, Resolved, and
Closed case states.
• In Case folder, agents will not be able to Reply and Reply All to the email
interactions in Pending and In progress case states.

7.2.15.4 Export the case details to a CSV file

To Export a case details to a .csv file

1. Click Cases to display a list of all cases.

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2. Click the required case from the list.

The details are displayed in the right pane.

3. Click the Export to csv icon. The case details are downloaded in a .csv file format.

7.2.15.5 Flag a case for follow up

To flag a case for follow up

1. Click Cases to display a list of all cases.

2. Click the required case from the list.

The details are displayed in the right pane.

Note:

This state can be set only for cases that are currently in an ‘In Progress’, ‘Waiting for
customer’, or ‘Resolved’ state.

3. Click the Flag for follow up icon. The Case Follow-up screen is displayed.
4. Select the notification date and time. If you are a supervisor, you can choose an agent
you want to notify.
5. Click OK. You will receive a reminder notification at the set date and time. You can
review the case by clicking the notification toaster from your Inbox.

In case you want to edit the notification details, click the Follow up Reminder icon and make
the changes.

7.2.15.6 Flag a case as resolved

To flag a case as resolved

1. Click Cases to display a list of all cases.

2. Locate and click the required case from the list.

The details are displayed in the right pane. Any new case that is responded to, is flagged as
Waiting for customer and denoted by an orange badge.
3. Click the Resolve icon. A confirmation window is displayed.
4. Click OK.

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7.2.15.7 Merge Cases

When a customer is associated with more than one case, some or all of the cases, and their
interactions and notes, can be merged into a single case to consolidate information.

To merge cases (and their associated interactions and notes) into a single target case

1. Click Cases.
2. From the list of cases, click the case you want to merge into the target case.
3. In the Other Cases for this customer tab, click Merge.
4. In the Confirm the merge of case dialog box, click OK.

Note:

When merged, all notes and interactions from the original case are moved to the target
case and the original case is deleted. If the target case was closed before the merge, it is
reopened only after the merge if the original case was neither closed nor reopened, and its
new state will match the state of the original case.

7.2.15.8 Notes associated with cases

The Notes page lists the notes entered by the agent for the selected case. You or any other
agent associated with the case can refer to these notes during the resolution of the case. You
can also view notes that are automatically generated by the system when the following events
occur—state change, case merger, and calls are cut and pasted into a new or an existing case.

To search notes

• In the Notes tab, type the text in the Search notes field. Optionally, you can include
the system notes to your search by clicking Show system notes option.

To add notes

1. Click Cases to display a list of all cases.

2. Locate and click the required case from the list.

The details are displayed in the right pane.

3. Click the Notes tab.

Notes related to the selected case are displayed.

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4. Click Add Note.

5. Enter the note in the text box.
6. Click Save.

To edit notes

1. In the Notes tab, and click Edit.

2. Edit the information that is displayed and click Save.

Note:

You can edit only the most recent note that you have created.

7.2.15.9 Interactions associated with cases

The Interactions tab present under History, Inbox, Case or Inqueue pages displays all the calls
related to the selected case. Each interaction is assigned with a case ID. Ignite automatically
reuses the last Case ID for all the inbound* or outbound interactions associated with the same
customer. This helps to keep the related case information together so that the agent doesn’t have
to manually merge related cases later. Interactions are assigned to a previous Case ID only if the
previous case is not closed and not older than the defined default number of days.

*: When a customer sends an email without a case ID in the subject to the contact center, a new
case is always created (Ignite does not reuse an existing case ID).

Note:

When you initiate an outbound email, the previous case ID is not automatically reused, but
Ignite displays the reusable case found and you can choose to reuse the Case ID if you wish
to.

You can enable or disable the option to search for reusable cases on the Options >
Customization page.

You can filter, search, view the status of the interactions, move interactions from a case to
another case, and go to the corresponding folders(Inbox, History or Inqueue) from the cases
page.

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7.2.15.9.1 Search and filter interactions

To search and filter interactions

1. Click Cases to display a list of all cases.

2. Locate and click the required case from the list.

The details are displayed in the right pane.

3. Click the Interactions tab, enter the string in the Search interactions field. The
search results are displayed.
4. For a more detailed search:

Click the down arrow in the Search field and enter the specific details.

Click the Search icon to display the results.

Optionally, you can filter based on case state – All, Draft, Inqueue, Ringing, Inbox, Handled,
Sent, No Reply, Junk, and Failed. You can also select the Only show my items check box to
filter your interactions.

You can also view all the cases, or the customer related to an interaction by clicking Case tab
or Customer tab next to the Search interaction field.

7.2.15.9.2 Pick or Pick and Reply inqueue

conversation
You can pick or pick and reply all to an Inqueue multimedia interaction from a case.

Note:

An agent can only Pick or Pick and Reply All to one interaction at a time from a case. Pick,
Pick and Reply All are available for Multimedia interactions, whereas only Pick is available for
Voice and Open Media interactions (replying to those can be performed only from the Inbox).

To activate Reply, Reply All buttons in the Inbox

1. Click Options > Customization.

2. Click Show 'Reply' button to activate reply button or click Show 'Reply All' button to
activate reply all button in the Inbox.
3. Click Save.

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To reply to a picked Inqueue interaction from Inbox

1. In the Inbox, identify and select the Inqueue interaction you just picked.
2. On the right pane, click either Reply or Reply All.

Note:

If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields
are cleared and refilled with the default addresses based on the reply type selected

3. The interaction opens in reply mode with all recipients copied. Type the content and
click Send.

To activate Pick or Pick and Reply All buttons in the Interactions tab

1. Click Options > Customization.

2. Click Show 'Pick' button to activate pick button or click Show 'Pick and Reply All'
button to activate pick and reply all button in the Interactions tab.
3. Click Save.

To pick an Inqueue interaction from within a case

1. Click Cases, and from the list of cases, select the case of the Inqueue interaction.
2. In the Interactions tab, click Pick to assign the Inqueue interaction to yourself.
3. Click OK.

To pick and automatically reply to an Inqueue interaction of a case

1. Click Cases, and, from the list of cases, select the case of the Inqueue interaction.
2. In the Interactions tab, click Pick and Reply All to assign the Inqueue interaction to
yourself and reply.

Note:

If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields
are cleared and refilled with the default addresses based on the reply type selected

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3. The Interaction opens in reply mode with all recipients copied. Type the content and
click Send.

7.2.15.9.3 Navigate using the Go to button

You can select an interaction listed in the Interactions tab present under Inbox, History, Cases,
or Queues folders and navigate to the interaction in the folder it is currently located in.

For example, for an interaction in your Inbox that contains a related interaction in the History
folder, you can navigate to the interactions tab and use the Go to icon next to this related
interaction to navigate to the History folder and view the related interaction.

Note:

• The Go to button is not displayed for the currently selected interaction in the Inbox,
but is displayed only for the other related interactions for the same customer.
• The Go to button is not displayed for the inbox items, that do not belong to you.

To navigate using the Go to icon from cases

1. Click Cases to display a list of all cases.

2. Click the required case from the list.

The details are displayed in the right pane.

3. In the Interactions tab, click Go to icon to navigate to the interaction’s current folder.

7.2.15.9.4 Moving conversations to other cases

Moving interactions from one case to another might be needed to fix incorrect case linking. You
can move one or more interactions from a case to an existing or new case of the same customer.

The following are the important points you must be familiar with before moving interactions from
the source case to other cases:

• If the source case is the only case the customer is associated with, you can select
one or many interactions to cut from that case, but not “all” of them. The selected
interactions will be moved to a new case.
• When the customer has more than one case, you can select one, many, or all
interactions from the source case and move them to an existing target case of the
same customer.

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• The state of the new case will be same as the source case.
• The subject for a case is based on the last interaction associated with the case.
Therefore, after interactions are moved from one case to another, the subject of the
latter case might change.

Ignite(Web) will automatically re-close a case in the following scenario:

1. Case A was auto-closed after being resolved for a long time.

2. Ignite automatically reopened Case A when a new email with the same case in the
subject line was received.
3. Additional interactions may get associated with Case A (That is, An agent may
respond to that email).
4. An agent or supervisor may decide to move all the interactions that were associated
with the case (case A) since it was closed to a new case (case B) or another existing
case (case C).
5. Case A is auto-closed again.

To move interactions from one case to another case:

1. Click Cases.
2. From the list of cases, select the case that contains the interaction(s) you want to
move.
3. In the Interactions tab, select the interaction from the list. Optionally, you can select
multiple interactions from this list.
4. Click Cut from Case icon next to the interaction or hover over the interaction avatar
and click the Cut from Case icon.

If you want to move multiple interactions, click the avatar and select many or all interactions,
and click Cut from Case icon at the top.
5. Paste the selected interactions to a new case or to an existing case:

• To paste to a new case, click the Paste to new case button. A new case is created
containing the interaction you moved there.
• To paste to an existing case (if there is one for this customer), click the Paste to
other case button, and search and select the target case in the dialog box that
displays.

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Note:

• If you selected all interactions from a case to be moved, all the notes from the
case are moved to the target case and the source case is deleted.
• If the selected interactions are not the only interactions for the source case,
Ignite will display a list of notes that were created after the first interaction you
want to cut, and you can decide which notes (if any) you want to cut and paste it
into the target case.

6. Click OK.

7.2.15.9.5 Forwarding an interaction listed in a case

You can forward an interaction to others if you no longer wish to track the interaction.

To forward an interaction from a case

1. Click Cases to display a list of all cases.

2. Click the required case from the list.

The details are displayed in the right pane.

3. Click the Interactions tab.

Interactions related to the selected case are displayed.

4. In the Interaction tab, click Forward icon.
5. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
6. Type the required content and click Send.

7.2.15.10 Participants
You can view the list of participants associated with each case. The participants list includes
employees and external contacts.

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Note:

Participants list can also contain contact information derived from Active Directory. Active
directory is supported only in single-tenant configuration.

To view the participants associated with a case

1. Click Cases to display a list of all cases.

2. Click the required case from the list.

The details are displayed in the right pane.

3. Click the Participants tab to view the list of associated participants for the case.

In the Participants tab, you can do the following:

• Search for the participants associated with a case using the search field
• Edit external participants’ contact information by clicking on the Edit icon. Note that
you cannot edit employee or active directory records. For information on editing
external contacts, see "Contacts (WEB)".
• View all the cases that the participant is associated with by clicking on the Case icon.
For information on viewing case information related to participants, see "Contacts
(WEB)".
• Associate or dissociate external contacts from cases by using the Associate and the
Dissociate icons. For information on associating and dissociating external contacts
from a case, see "Associating or disassociating participants to a case".
• Merge external contacts by clicking on the Merge icon. For information on merging
external contacts, see "Merge External Contacts".

7.2.15.10.1 Associating or disassociating participants

to a case
You can associate participants with a case if they are relevant to that case. If a participant’s
association with a case is incorrect, you can disassociate that participant from the case. An alert
appears on the participant tab, when a participant is not associated to a call.

To associate a participant with a case

1. Click Cases to display a list of all cases.

2. Click the required case from the list.

The details are displayed in the right pane.

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3. In the Participants tab, click the Associate Participant icon.

The Associate Participant window is displayed.

4. In the Associate Participant window, you can:

• Search for an existing contact and associate the contact with the case—In the
Search field, type the contact name. Under Results, hover over the contact avatar
and click to select it and click OK.
• Add a new contact and then associate that contact—Click the Add Contact icon.
The Create and Associate Contact window is displayed. Enter the contact details
and click Save.

Note:

When you create a contact in Ignite(WEB), you must add an extension to the phone
number if multiple contacts share the same phone number.

The contact you associated with the case is listed in the Participants tab.

To disassociate a participant from a case

1. Click Cases to display a list of cases.

2. Click the required case from the list.

The details are displayed in the right pane.

3. In the Participants tab, click the Dissociate icon for the participant you want to
dissociate.
4. Click OK to disassociate the participant from the case.

7.2.15.11 Other cases for this customer

The Other cases for this customer page lists other cases associated with this customer(s).You
also can filter, search, view the status of the interactions, and move calls from a case to another
case.

7.2.16 Handling emails in Ignite

Handling emails in Ignite mirrors common email client behavior, offering agents and supervisors a
familiar and user-friendly environment. Ignite supports both HTML and plain text emails.

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Note:

Removing or otherwise altering case and ticket numbers in subject lines before handling
emails can interfere with preferred agent routing. Agents should contact their supervisors or
system administrators before editing case and ticket numbers in email subject lines.

The following explains how to

• Preview emails
• Preview drafted content for emails in queue (DESKTOP)
• Pick emails out of queue
• Reply to emails
• Forward emails
• Add attachments to emails
• Insert images in emails
• Preview and save attachments
• Transfer emails to internal and external destinations
• Decline emails
• Mark emails as ‘No Reply’ and ‘Junk’
• Place emails on hold and retrieve emails from hold
• Transition to alternate interaction types
• Correct spelling in email responses
• Create personal reply templates
• Apply personal reply templates to emails
• Apply reply templates to emails
• Apply personalized signatures to emails
• Apply quick reply templates to emails
• Reroute Failed emails
• Handle oversized emails
• Handle bounced emails
• Send outbound emails

Note:

DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s View.

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7.2.16.1 Previewing emails

If administrative configurations permit, agents can preview interactions before picking them out of
queue or handling them.

The following explains how to

• Preview emails in queue

• Preview emails in the Inbox

To preview an email in queue (DESKTOP)

1. In the Folders pane, select a queue.

2. In the List pane, select an email.

To preview an email in queue (WEB)

1. Click Queues and select a queue.

2. Select an email to preview.

To preview an email in the Inbox (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select an email.

To preview an email in the Inbox (WEB)

• Click Inbox and select an email to preview. In addition to handling options, you can
quickly access the case details, notes, calls, all the participants of the case, and other
cases from the same customer. This can save time when you are interacting with a
customer.

To preview emails in Cases (WEB)

• Click Cases and select the email to preview.

7.2.16.2 Previewing drafted content for emails in

queue (DESKTOP)
If administrative configurations permit previewing emails in the Preview Pane before picking
emails out of queue, agents can also choose to preview content drafted by other agents in
requeued emails.

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Normally agents see only the original content of the email interaction when viewing emails in
the List pane or the Preview pane. Requeued emails, however, may contain content drafted
by employees for use by other agents in the contact center. Agents can choose to filter the List
pane’s contents for a queue to show only the emails in queue that have drafted content from
other agents and include the drafted contents in the List pane and in the Preview pane. If agents
navigate away from the queue to another queue, the filter is removed.

Note:

Previewing drafted content for emails in queue in Ignite requires agent previews to be
enabled on the media server. See "Configuring Advanced options for media servers" for
more information.

The following procedures explain how to

• Preview drafted content for emails in queue

• Revert to viewing all emails in queue

To preview drafted content for emails in queue

1. In the Folders pane, right-click the email queue for which you want to preview drafted
content.
2. Select Drafts.

The List pane displays the requeued emails in queue that have drafted content. The Folder
pane displays the queue name in orange and italics.

To revert to viewing all emails in queue

1. In the Folders pane, right-click the email queue.

2. Select the queue name.

The List pane displays all emails in queue. Drafted content is not displayed.

7.2.16.3 Picking emails out of queue

Pick behavior occurs in the following ways: First, agents can pick interactions out of queue
and send them to the Inbox. When the interactions ring in the Inbox, agents can handle them.
Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to
an interaction sends the interaction to the agent's Inbox from where the agents can handle the
interaction. Cc'd recipients are included in the reply.

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Emails picked out of queue ring in the agent’s Inbox until the interaction is put into reply mode.
For more information on ringing behavior, see "Ringing states in Ignite".

Note:

• Agents cannot pick or pick and reply to interactions from the queue if they are in
Do Not Disturb.
• Agents may only pick or pick and reply to interactions from the queue if they have
the appropriate permissions.

The following procedures explain how to:

• Pick an email out of queue and handle the email

• Pick and automatically reply to an email

To pick an email out of queue and handle the email (DESKTOP):

1. From the Folders pane, select the queue from which the email will be picked.
2. From the List pane, select an email from the queue and, from the Action bar, click the
Pick button.

The email is transferred to your Inbox.

3. To handle the email, select Inbox and, in the List pane, select the email.

Note:

Additional handling options display in the Action bar. For information on handling the
email, see the appropriate procedures in this section.

To pick an email out of queue and handle the email (WEB):

1. Click Queues and select the appropriate queue.

2. Select an interaction or hover over the item avatar and click Pick > Pick.

The email is transferred to your Inbox.

3. To handle the email, click Inbox and select the email or hover over the item avatar.
4. Select either Reply or Reply all.

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To pick and automatically reply to an email (DESKTOP)

Note:

This action functions as 'reply all' if there are recipients Cc’d on the original email.

1. In the Folders pane, select the queue from which an email will be picked.
2. In the List pane, select an email from the queue and, from the Action bar, click the
Pick & Reply button.

The email is transferred to your Inbox and opens in reply mode, with all recipients copied.

Note:

• Additional handling options display in the Action bar. For information on

handling the email, see the appropriate procedures in this section.
• If the email to which you are replying has an existing draft, the To:, CC:, and
BCC: fields are cleared and refilled with the default addresses based on the
reply type selected.

To pick and automatically reply to an email (WEB):

1. Click Queues and select the appropriate queue.

2. Select an interaction or hover over the item avatar and click Pick > Pick and Reply.

The interaction is transferred to your Inbox and opens in reply mode with all recipients copied.

7.2.16.4 Replying to emails

Once an email is in the Inbox, agents can write and send a response. Agents can reply to the
email’s sender only, reply to all email recipients, insert additional addresses in their email’s To:
field, and, if enabled for the email queue, select a From address from one of the email queues
they handle. Agents can also copy and blind-copy other email addresses on replies.

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Note:

When replying to an email, you can select the Paste as Text button to paste the content
into the email message as plain text. When you click Paste as Text for the first time, Ignite
displays the message, “Paste is now in plain text mode. Contents will now be pasted as
plain text until you toggle this option off. The latest state of the toggle button is saved to your
profile.

DESKTOP - Emails to which an agent has replied display under ‘Handled’, in the Folders pane.

Formatted URLs entered by agents in email responses will become links when the agent sends
the email reply.

Note that, by default, the maximum file size for emails, including attachments, signatures, and
images, is 25 MB.

To reply to an email (DESKTOP):

1. In the Folders pane, click Inbox.

2. In the List pane, select an email and, in the Action bar, click Reply or Reply All.

Note:

If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields
are cleared and refilled with the default addresses based on the reply type selected.

3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
4. If enabled for this queue, you can select a different From address by clicking From
and selecting the email address.

By default, From is set to the email address of the last queue the email was handled from.
5. Type the email’s contents and, in the Action bar, click Send . An icon displays over
the Preview pane, indicating the email is being sent.

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Note:

Additional handling options display in the Action bar. For more information, see the
appropriate procedures in this section.

To reply to an email (WEB):

1. Click Inbox and select an email or hover over the item avatar.
2. Click Reply and select either Reply or Reply All.

Note:

If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields
are cleared and refilled with the default addresses based on the reply type selected.

3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.

Note:

If you want to initiate an email to multiple customers without manually entering the
addresses, select the interaction in Inbox, in the preview pane, click Participants tab,
click the avatars of the desired contacts, a check mark is displayed against the selected
contacts, now click the email icon next to the Contacts Selected text. A new draft with all
the selected customer email addresses in the To field is initiated.

4. If enabled for this queue, you can select a different From address by clicking From
and selecting the email address.

By default, From is set to the email address of the last queue the email was handled from.
5. Type the email's contents and click Send.

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7.2.16.5 Forwarding emails

You can forward emails to multiple parties with additional recipients copied and blind-copied on
forwarded mails.

DESKTOP - You can forward emails from the My History folder and its subfolders, the History
folder and its subfolders, and the Failed folders. Forwards in progress are housed in the agent's
personal Drafts folder, in the Forward subfolder. When forwarding an email that failed to route,
the options to reroute or junk the email will not be available.

WEB - You can forward emails from the History page. Forwards in progress are housed as drafts
in the Inbox.

Agents cannot forward emails from reply mode. Instead, agents can transfer emails to internal
and external destinations. For more information, see "Transferring emails to internal and external
destinations" and "Replying to emails".

Note:

When replying to an email, you can select the Paste as Text button to paste the content
into the email message as plain text. When you click Paste as Text for the first time, Ignite
displays the message, “Paste is now in plain text mode. Contents will now be pasted as
plain text until you toggle this option off. The latest state of the toggle button is saved to your
profile.

The following procedures explain how to:

• Forward an email
• Discard forwards in progress

To forward an email (DESKTOP):

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, select either the History, My History, the Failed folder, or their
subfolders.
3. In the List pane, select the email and, in the Action bar, click Forward.
4. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
5. Click Send.

To forward an email (WEB):

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1. Click History and, optionally, select a Filter:.

2. Select an email or hover over the item avatar and click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send.

Note:

When you forward an email to an external email address, the contact information is
automatically added to the associated case and in the database. Also, the state of the case is
updated to "Waiting for customer".

To discard a forward in progress (DESKTOP):

1. In the My Folders view, expand the Folders pane .

2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select Forward.
4. In the List pane, select the email and, in the Action bar, click Discard Draft.

To discard a forward in progress (WEB):

• Click Inbox and either select the forward in progress or hover over the item avatar and
click Discard.

7.2.16.6 Adding attachments to emails

When replying to or forwarding an email, agents can add attachments. Agents can either drag
and drop attachments into emails or add attachments by following the steps below. When
dragging and dropping attachments, you must drop the attachment into the area of the User
Interface that displays the To:, CC:, and Bcc: fields. Note that files attached by drag-and-drop
are not embedded in the body of the email. To embed an image in the body of an email, see
"Inserting images in emails".

Note that, by default, the maximum file size for emails, including attachments, signatures, and
images, is 25 MB.

To add an attachment to an email (DESKTOP and WEB):

1. When replying to an email, click the Add attachment icon. This icon displays as a
paperclip.

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2. Navigate to the file and click Open. You can select multiple files.
3. To remove an attachment, click the X button beside the attachment.

7.2.16.7 Inserting images in emails

You can insert images in emails using Ignite’s Insert Image button, or can drag-and-drop or copy/
paste images into email responses.

Inserting an image into an email embeds the image in the body of the email at the cursor point.
Dragging and dropping an image adds the image as an attachment. Copying and pasting an
image into an email embeds the image in the body of the email.

50 inserted images will be visible in Ignite email responses. After 50 the images will show as an X
in Ignite, but will display to the recipient in full.

Note that, by default, the maximum file size for emails, including attachments, signatures, and
images, is 25 MB.

To insert images in emails (DESKTOP and WEB)

1. When replying to an email, click the Insert picture icon.

2. Navigate to the image and click Open. You can select multiple files.
3. To remove an image from an email, select the image and press the Delete key.

7.2.16.8 Previewing, saving, and removing

attachments

Note:

Previewing and saving attachments are currently available in Ignite desktop only. The Ignite
web client allows for downloading attachments only.

Agents can preview the following attachments on incoming emails: PDF, Word, Excel, and
Windows Media files (.wma). Note that these applications are not included with Ignite and must
be installed on the agent’s desktop for previewing to function. Agents can also save attachments
to their hard drives, and remove attachments from received emails.

The following procedures explain how to

• Preview PDF, Word, Excel, and Windows Media files attachments

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• Save attachments
• Remove attachments

To preview an attachment (DESKTOP)

1. In the Preview pane, click the attachment and select Open.

Note:

If the list of attachments exceeds two lines, use the scroll bar to navigate attachments.

To save an attachment (DESKTOP)

1. In the Preview pane, click the attachment and select Save. If the list of attachments
exceeds two lines, use the scroll bar to navigate attachments.
2. Browse to a save location and click Save.

Note:

Save dialog options may vary depending on your operating system. If more information is
required, please consult Microsoft Windows documentation.

To remove attachments (DESKTOP and WEB)

1. To remove an attachment, click the X button beside the attachment.

2. To remove all attachments, to the right of the attachments, click the Remove All
Attachments button.

7.2.16.9 Transferring emails to internal and external

destinations
Agents can transfer emails to both internal and external destinations. For example, agents in the
Support queue receiving requests for account renewals can transfer these contacts to the Sales
queue. Transfers include any email attachments.

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Agents transfer emails internally to other agents and to queues. To receive transfers, devices
must be enabled to handle the interaction’s media type.

Agents who are logged out, in DND, Offline (WEB), or whose presence is Unknown cannot
receive transferred emails. Agents who are either in Busy/Make Busy or at their email Workload
limit can receive transferred emails.

When agents transfer emails from their Inbox, the email retains any text entered. This enables
agents receiving transferred mails to see and build on responses other agents have drafted.

Note:

• You may transfer interactions only if you have the appropriate permissions.
• If you are transferring an email with drafted content, the To:, CC:, and BCC:
fields will be cleared and replaced by the default addresses when another agent
chooses to Reply or Reply All to the email.

The following explains how to

• Transfer emails to an agent or queue

• Transfer emails to an external address

To transfer an email to an agent or queue (DESKTOP):

1. In the Folders pane, click Inbox.

Note:

To transfer directly from the queue, select the email from the queue and, in the Action bar,
click ‘Transfer’. Follow steps 4 onward.

2. In the List pane, select an email and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.
4. Select the Internal Transfer radio button and select an agent or queue. Expand the
device list if necessary. You can search for an internal transfer destination by typing
the name of an agent or queue in the ‘Search’ field.
5. Click Transfer.

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To transfer an email to an agent or queue (WEB):

1. Click Inbox and select an email or hover over the item avatar and click Accept.

To transfer directly from the queue, click Queues.

To transfer from the Cases page, under Interactions tab, select the inqueue or inbox email
and click Goto icon. The Queues page is displayed. You can now transfer the email from the
Queues page. Follow steps 4 onward.
2. Click Reply and select either Reply or Reply All.
3. Click Transfer.
4. Select the email or hover over the item avatar and click Transfer icon.

Note:

Optionally you can select multiple emails from the Inbox or the Queues page and click
Transfer. The Transfer window is displayed. The list of available Employees and Queues
are displayed in the Results section.

5. To transfer to an agent, in the Transfer window click Employees and select an

employee from the list.
6. To transfer to a queue, in the Transfer window click Queues and select a queue from
the list.
7. In the Transfer window, click Employees and type an email address. Separate
multiple addresses with semi-colons.
8. To transfer the email, select the name of the appropriate agent or queue.

To transfer an email to an external address (DESKTOP):

1. In the Folders pane, click Inbox.

Note:

To transfer directly from the queue, select the email from the queue and, in the Action bar,
click ‘Transfer’. Follow steps 4 onward.

2. In the List pane, select an email and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.

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4. Select the External Transfer radio button and, in the Transfer To: field, type an email
address. Separate multiple addresses with semi-colons.

Note:

Invalid entries return an error message. Re-type a valid entry and click ‘Transfer’.

5. Click Transfer.

To transfer an email to an external address (WEB):

1. Click Inbox and select an email or hover over the item avatar and click Accept.

To transfer directly from the queue, click Queues,

To transfer from the Cases page, under Interactions tab, select the inqueue or inbox email
and click Goto icon. The Queues page is displayed. You can now transfer the email from the
Queues page. Follow steps 4 onward.
2. Click Reply and select either Reply or Reply All
3. Click Transfer.
4. Select the email or hover over the item avatar and click Transfer icon.

Note:

Optionally you can select multiple emails from the Inbox or the Queues page and click
Transfer. The Transfer window is displayed. The list of available Employees and Queues
are displayed in the Results section.

5. To transfer to an agent, in the Transfer window click Employees and select an

employee from the list.
6. To transfer to a queue, in the Transfer window click Queues and select a queue from
the list.
7. In the Transfer window, click Employees and type an email address. Separate
multiple addresses with semi-colons.
8. To transfer the email, select the appropriate email address(es).

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7.2.16.10 Declining emails

Agents can decline offered emails, sending interactions back to the queue as the longest waiting.

Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy
across all media capabilities. A System Make Busy and a requeue count is registered for the
employee . For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline an email (DESKTOP):

1. In the Folders pane, click Inbox.

2. In the List pane, select an email and, in the Action bar, click Decline.

To decline an email (WEB):

• Click Inbox and select an email or hover over the item avatar and click Decline.

7.2.16.11 Marking emails as No Reply and Junk

Occasionally emails requiring no reply, like an out of office message, and junk mail, like spam,
reach queues and agents’ Inboxes. Agents can mark these emails either as requiring no reply or
as junk.

Agents can also junk emails directly from 'Failed' rather than attempting to reroute them.

Marking interactions as No Reply and Junk removes the interactions from Ignite. If the item is in
queue or the Inbox, responses in progress are deleted.

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• Agents may junk interactions only if they have the appropriate permissions.

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To mark an email as No Reply or Junk (DESKTOP):

1. In the Folders pane, either click Inbox, select the queue in which the email is waiting,
or select a Failed folder.
2. In the List pane, select an email and, in the Action bar, click either No Reply or Junk.

To mark an email as No Reply or Junk from the Inbox (WEB):

• Click Inbox and select an email or hover over the item avatar and click either No
Reply or Junk.

To mark an email as No Reply or Junk from the queue (WEB):

1. Click Queues and select an email queue.

2. Select an email or hover over the item avatar and click either No Reply or Junk.

7.2.16.12 Placing emails on hold and retrieving emails

from hold
Agents may have to stop working on one email in order to work on other items. In these cases,
agents can put the active email on hold. Interactions on hold are marked with a 'pause' icon.

Note that administrative configurations may limit how long interactions may be on hold before
being requeued and a System Make Busy is registered for the employee. For information on this
limit, contact your supervisor or system administrator.

The following procedures explain how to

• Place an email on hold

• Retrieve an email from hold

To place an email on hold (DESKTOP):

• When replying to an email, click the Hold button.

To place an email on hold (WEB):

• Click Inbox and select an email, or hover over the item avatar, and click Hold.

To retrieve an email from hold (DESKTOP):

1. In the Folders pane, click Inbox and, in the List pane, select the email on hold.
2. In the Action bar, click Remove Hold.

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To retrieve an email from hold (WEB):

• Click Inbox and select an email on hold or hover over the item avatar and click
Remove Hold.

7.2.16.13 Transition to alternate conversation types

During an interaction, agents can transition to an alternate interaction type if the agent is
associated with that media type and if the customer’s relevant contact details are available.
Agents can also edit contact information during an interaction.

See the "Transitioning from one conversation type to another (WEB)" section in this guide.

7.2.16.14 Correcting spelling in email responses

Ignite provides automatic spell checking of email responses. Incorrectly spelled words are
underlined in red and can be corrected via a right-click menu.

Ignite’s spell check button is located in the formatting toolbar, along with additional formatting
options. Ignite’s spell checking function assists agents in sending polished responses to
customers.

Note:

• Russian and Mandarin Chinese are not supported.

• Grammar checking is not supported.

The following explains how to

• Correct spelling in email responses

• Ignore flagged words
• Undo spell checking changes
• Change the dictionary’s language
• Add words to your personal dictionary
• Clear additions to your personal dictionary
• Toggle spell checking on or off

To correct spelling in an email response

• Right-click an underlined word and select the correct spelling from the list provided.

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To ignore flagged words

• Right-click an underlined word and select Ignore.

To undo spell checking changes

Note:

This function reverts words to their original spelling. It does not clear additions made to the
dictionary.

• In the Ignite formatting toolbar, click the Undo button.

To change the dictionary’s language

• In the Ignite formatting toolbar, from the dictionary language drop-down list, select a
language. See the following figure.

Note:

Ignite remembers this selection for future replies.

To add words to your personal dictionary

• Right-click an underlined word and select Add to personal dictionary.

To clear additions to your personal dictionary

Note:

This option clears all additions to your personal dictionary.

1. In the Ignite formatting toolbar, click the Delete Personal Dictionary button. (See the
following figure.)

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2. Either refresh the page or log out of Ignite and log back in for the changes to take
effect.

To toggle spell checking on or off

• Click the Spellcheck As You Type button. (See the following figure.)

Note:

Ignite remembers this selection for future replies.

Figure 56: Spell check options

7.2.16.15 Applying reply templates to emails

Agents can apply reply templates to emails, providing standardized responses to common
questions and requests. Once applied, responses can be edited as required. Also, click refresh to
view and apply the recently created reply templates.

The following procedures explain how to

• Apply reply templates to emails using file name or predictive text

• Apply reply templates by browsing and selecting

To apply reply templates to emails using file name or predictive text

1. When an email is in reply mode, place the cursor in the body of the email response.
2. On the formatting toolbar, click the Insert Reply Template button.

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3. In the Insert Reply Template window, begin typing the file name or the text that the
template contains. Templates matching the file name or the text will display.
4. To insert the template, in the Insert Reply Template window, click the template you
want to insert and click Insert. The text is inserted in the email, at the cursor point.
5. Optionally, delete the text from the window and repeat the above steps.

To apply reply templates by selecting the templates from the list (WEB)

1. When an email is in reply mode, place the cursor in the body of the email response.
2. On the formatting toolbar, click the Insert Reply Template button.
3. From the Insert Reply Templates window, select the reply template you want to apply
from the list and click Insert button.
4. Reply template is inserted in the email, at the cursor point.
5. Optionally, delete the text from the window and repeat the above steps.

To apply reply templates by browsing and selecting (DESKTOP)

1. When an email is in reply mode, place the cursor in the body of the email response.
2. On the formatting toolbar, click the Reply Template button.
3. In the Reply Template window, click the Browse Reply Templates button.

See the following figure.

4. From the Browse Reply Templates window, select the template from the options
listed.
5. To insert the text, in the Reply Template window, click the check mark icon. The text
is inserted in the email, at the cursor point.
6. Optionally, delete the text from the window and repeat the above steps.

Note:

• The image must be in .jpg format while using a messaging file in the reply
template.
• The Chat reply templates must be saved in UTF-8 encoding or Unicode encoding.

Figure 57: Browse Reply Templates button

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7.2.16.16 Applying personal reply templates to emails

Applying personal reply templates to emails enables you to provide standardized responses to
common questions and requests. For information on creating a personal reply template, see
"Tools (WEB)"

To apply reply templates to emails

1. When an email is in reply mode, place the cursor in the body of the email response.
2. On the formatting toolbar, click the Insert Reply Template button.
3. In the Insert Reply Template window, from the list of reply templates, type to search
for a reply template that you want to insert, or, click the reply template you want to
select from the list.
4. Optionally, click Preview to preview the selected reply template before inserting.
5. Click Insert.

The reply template is inserted in the email, at the cursor point.

7.2.16.17 Applying personalized signatures to emails

If allowed, agents can apply personalized signatures to emails. Personalized signatures can be
created as templates, which can then be applied to email responses. For more information, see
"Applying reply templates to emails". Once applied, signatures can be edited as required. Agents
can also cut-and-paste signatures into emails.

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Note:

Creating templates is an administrative configuration. For information on whether

personalized signatures are allowed, contact your supervisor or system administrator.

7.2.16.18 Applying quick reply templates to emails

When responding to an email interaction, you can quickly access an existing reply template used.
When using Ignite from the desktop, you can select from the five most recently used templates.
When using Ignite from a hand-held device, only the three most recently used templates are
available.

To apply a recently used template to an email response

1. Click Inbox, select an email, or hover over the item avatar, and click Reply or Reply
All.

The most recently used templates display at the bottom of the window.
2. Click the reply template you want to insert into the email response.

To disable quick reply templates

1. Click Options > Email.

2. Under Quick reply templates, toggle the switch to gray.

Note:

Quick reply templates is enabled by default, The Clear quick reply templates view after
insert is disabled when you disable the quick reply templates.

7.2.16.19 Rerouting failed emails

If emails fail to route, they are stored in Ignite’s Failed folder (DESKTOP) or in the History page
under Failed (WEB). Ignite’s Reroute button removes emails from these locations and attempts to
transfer them back to the queue.

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Agents may also mark these emails as Junk or forward the email. Forwarding emails from Failed
does not remove the original copy from these locations. Forwards in progress are housed in the
agent's personal Drafts folder (DESKTOP), in the Forward subfolder (DESKTOP) or in the Inbox
(WEB). If you reroute an email that has existing forward drafts, the drafts will be deleted.

For information on handling bounced and oversized emails, see "Handling bounced emails" and
"Handling oversized emails".

We recommend that agents and supervisors check Ignite frequently in order to reroute emails
that failed to route.

• DESKTOP - Under Processed, supervisors may see all emails that failed to route.
Agents see only the emails sent to the queues for which they answer.
• WEB - In HistoryFailed, supervisors will see all emails that failed to route. Agents see
only the emails sent to the queues for which they answer.
• While rerouting emails removes them from Failed immediately, there may be a delay
before the emails are transferred back to the queue.
• Agents may junk interactions only if they have the appropriate permissions.

To reroute emails in the Failed folder (DESKTOP)

1. In the My Folders view, expand the Folders pane .

2. In the Folders pane, select a Failed folder.
3. In the List pane, select an email and, in the Action bar, click Reroute. Alternatively,
click Junk to mark the email as Junk and remove it from the Failed folder or click
Forward to send the email to a recipient.

To reroute emails from Failed (WEB)

1. Click History > Failed.

2. Select an email or hover over the item avatar and click either Reroute, Junk, or
Forward.

If you select 'Forward,' the interaction is delivered to the Inbox where you can specify
recipients.

7.2.16.20 Handling oversized emails

Depending on administrative settings, an error message displays if you attempt to send an email
that exceeds the maximum message size. You can then edit the email to reduce its size and
attempt to resend the email.

If administrative settings do not match the limits of your organization’s mail server, you may not
receive the error message. Subsequently, Ignite displays the following behavior:

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DESKTOP - The email fails to send and displays in the Failed to Send subfolder (contained in
the Failed folder), where it can be selected, edited to reduce its size, and re-sent. Failed to Send
emails also display in the supervisor’s Failed to Send folder, where they can optionally edit and
resend them if the associated agent is inactive.

When there are items in the Failed to Send subfolder, the font color of this folder name, and of
the parent Failed folder, display in red, followed by a number indicating how many active items
currently reside in the folder.

WEB - The email fails to send and displays in the Inbox where it can be selected, edited to
reduce its size, and re-sent. Items that fail to send are marked in red and a failure message
displays. Supervisors can also view these items in History.

7.2.16.21 Handling bounced emails

Depending on administrative settings, you may be required to handle bounced emails. These are
sent emails that failed to route due to out of office auto-responses, lack of space in the receiver’s
inbox, delays caused by the mail server, and invalid addresses.

If your system is configured to support bounced email detection, and you have one or more
bounced emails pending, Ignite displays the following behavior:

DESKTOP - The number of bounced items displays beside your Auto Replies/Failed Delivery
subfolder (contained in the Failed folder). The font color of this folder name, and of the parent
Failed folder, displays in red. You can select an item and either Junk or forward it.

WEB - Bounced items display in the Inbox and are marked in red, with 'Auto-Reply' text. You can
select an item and either Junk or forward it. Supervisors can also view these items in History.

7.2.16.22 Sending outbound emails

Note:

• Real-time and reporting statistics are not available for outbound email activity at
this time. We recommend instead that agents put themselves into Busy/Make
Busy, with an ‘Outbound email’ Reason Code applied, when drafting outbound
emails. Make Busy reports and real-time queue statistics will then display time
spent drafting outbound emails.
• If contact centers use preferred agent routing, we recommend that agents do not
adjust case and ticket numbers in email subject lines. Removing or otherwise
altering case and ticket numbers in subject lines can interfere with preferred agent
routing.

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DESKTOP - Outbound emails in progress are housed in the agent's personal Drafts folder, in the
New Emails subfolder. This functionality is available to employees with email agents answering
for queues. Agents can only send outbound emails only from the email queues for which they
answer.

WEB - Outbound emails in progress are housed in the Inbox, marked as 'Draft'.

By default, the maximum file size for emails, including attachments, signatures, and images, is 25
MB.

Queue signatures are automatically inserted in outbound emails, if signatures are configured for
the queue. Queue signatures are inserted each time a queue is selected as the ‘From’ address.

If you are permitted to use personalized signatures in outbound emails, see "Applying
personalized signatures to emails".

Agents can perform common email functions when sending outbound emails, including inserting
images, attachments, and applying reply templates to email drafts. See the appropriate topics in
this guide for applicable procedures.

Outbound email functionality supports preferred agent routing, to enable ongoing interactions
between agents and email recipients.

The following procedures explain how to

• Send outbound emails

• Discard outbound emails in progress
• Search for outbound emails

To send an outbound email (DESKTOP)

Note:

Account codes are not supported for outbound emails.

1. In the My Folders view, expand the Folders pane.

2. In the Action bar, click New Email.
3. In the Preview pane, click From… and select an email queue.

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Note:

Queue signatures are inserted each time a queue is selected as the ‘From’ address.

4. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
5. Type the email’s contents and, in the Action bar, click Send . An icon displays over
the Preview pane, indicating the email is being sent.

The email queue signature is inserted in the draft email.

To send an outbound email (WEB)

1. Click Contacts.
2. If the email destination is not a recent contact, type the email address in the Search
field.
3. Hover over the appropriate address and click the Email icon. For emails to agents, a
colored dot on the avatar indicates its availability.

The system checks if the selected contact is associated with any open cases and if there is
an existing open case, the Reusable case found dialog is displayed with the details of the
most recent open case for that contact. You can view the case information such as Case ID,
subject and the email body and decide if you want to reuse the existing Case ID for this email.
To reuse the Case ID, click Yes, else, click No.

Note:

If you do not wish to search for reusable cases in future, click the Disable searching for
reusable cases in the future check box. You can enable or disable the option to search
for reusable cases on the Options > Customization page.

4. In the new draft, click From… and select an email queue.

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Note:

Queue signatures are inserted each time a queue is selected as the ‘From’ address.
Agents are responsible for deleting non-applicable queue signatures from outbound email
drafts.

5. You can alternatively search for contacts and their associated email addresses by
clicking the To:, CC:, or Bcc: buttons. In the Contacts dialog box, select the required
contacts, the email address are auto-entered in the appropriate fields.
6. Type the email’s contents and click Send.

Note:

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

To discard an outbound email in progress (DESKTOP)

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select New Emails
4. In the List pane, select the outbound email and, in the Action bar, click Discard
Draft.
5. To search for an outbound email in the Drafts folder, see the procedure below.

To discard an outbound email in progress (WEB)

Note:

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

• Click Inbox and select a draft or hover over the item avatar and click Discard.

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To search for an outbound email in the Drafts folder (DESKTOP)

Note:

The Drafts folder contains the agent's emails in progress. To search for sent outbound
emails, search the Sent folder.

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select New Emails.
4. If required, in the Search field, click the x button to clear the pane.
5. In the Search field, type keywords over the ghost text.

See "Searching Ignite" for detailed search information and procedures.

To search for an outbound email (WEB)

1. Click History and select Sent.

2. In the search field, type keywords over the ghost text.

See "Performing keyword searches" for detailed search information and procedures.

7.2.17 Handling chats in Ignite

Note:

If you are using Contact Center Messenger Chat, for more information see "Handling Contact
Center Messenger in Ignite"

Handling chats in Ignite mirrors common instant messaging applications, providing a familiar and
user-friendly experience. Chat sessions are initiated by customers via your contact center’s chat
request page or corporate website.

Interactions are automatically sent to your Inbox if you are the longest idle agent, the preferred
agent, or the agent with the highest skill level in your agent group, if your agent group uses skill
levels. Agents can also pick chat interactions out of queue.

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The following explains how to:

• Preview chat interactions

• Pick chat requests out of queues
• Join chat sessions
• Decline chat interactions
• Chat with customers
• Transition to alternate interaction types
• Correct spelling in chat responses
• Apply reply templates to chat responses
• Place chat sessions on hold and retrieve chat sessions from hold
• Join the longest waiting active chat session (DESKTOP)
• Transfer chats
• Leave chat sessions
• Forward chat transcripts
• Remove Failed chat transcripts from Ignite

Note:

DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s View.

7.2.17.1 Previewing chat interactions

If administrative configurations permit, agents can preview interactions before picking them out of
queue or handling them.

The following explains how to

• Preview chat interactions waiting in the Inbox

• Preview chats waiting in queue

To preview a chat interaction in your Inbox (DESKTOP)

1. From the Folders pane, click Inbox.

2. From the List pane, select the chat interaction to preview.

The chat interaction displays in the Preview pane.

To preview a chat interaction in your Inbox (WEB)

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• Click Inbox and select a chat to preview.

To preview a chat interaction waiting in queue (DESKTOP)

1. From the Folders pane, click a queue.

2. From the List pane, select the chat interaction to preview.

The chat interaction displays in the Preview pane.

To preview a chat interaction waiting in queue (WEB)

1. Click Queues and select a queue.

2. Select a chat interaction to preview.

7.2.17.2 Picking chat requests out of queue

Pick behavior occurs in the following ways: First, agents can pick interactions out of queue
and send them to the Inbox. When the interactions ring in the Inbox, agents can handle them.
Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to
an interaction sends the interaction to the agent's Inbox from where the agents can handle the
interaction.

Chat interactions picked out of queue ring in the Inbox until the interaction is accepted. For more
information on ringing behavior, see "Ringing states in Ignite".

Note:

• Agents cannot pick or pick and reply to interactions from the queue if they are in
Do Not Disturb.
• Agents may only pick or pick and reply to interactions from the queue if they have
the appropriate permissions.

The following procedures explain how to

• Pick a chat request out of a queue

• Pick and automatically join a chat session

To pick a chat request out of a queue (DESKTOP)

1. From the Folders pane, select the queue from which an interaction will be picked.

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2. From the List pane, select a chat from the queue and, from the Action bar, click the
Pick button.

The chat is transferred to your Inbox.

3. To handle the chat, select Inbox and, in the List pane, select the chat.

Note:

Additional handling options display in the Action bar. For information on handling the chat,
see the appropriate procedures in this section.

To pick a chat request out of a queue (WEB)

1. Click Queues and select a queue.

2. Select an interaction or hover over the item avatar and click Pick > Pick.

The chat is transferred to your Inbox.

3. To handle the chat, click Inbox and select the chat or hover over the item avatar.

To pick and automatically join a chat session (DESKTOP)

1. In the Folders pane, select the queue from which a chat will be picked.
2. In the List pane, select a chat from the queue and, from the Action bar, click the Pick
& Reply button.

The chat is transferred to your Inbox.

3. In the Preview pane, agents can respond to the chat, transfer the chat to another
destination, or put the chat session on hold.

Note:

Additional handling options display in the Action bar. For information on handling the chat,
see the appropriate procedures in this section.

To pick and automatically join a chat session (WEB)

1. Click Queues and select a queue.

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2. Select an interaction or hover over the item avatar and click Pick > Pick and Reply.

The interaction is transferred to your Inbox and opens in reply mode.

7.2.17.3 Joining chat sessions

When a chat session arrives in an agent’s Inbox, agents can join the session and start
responding to the interaction.

Agents can join sessions via Ignite's toaster or UI.

To join a chat session (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select a chat session and, in the Action bar, click Reply.
3. In the Preview pane, agents can respond to the chat, transfer the chat to another
destination, or put the chat session on hold.

Note:

Additional handling options display in the Action bar. For information on handling the chat,
see the appropriate procedures in this section.

To join a chat session (WEB)

• Click Inbox and select a chat session or hover over the item avatar and click Accept.

7.2.17.4 Declining chat interactions

Agents can decline a chat interaction in their Inbox, sending the chat back to the queue where it
retains its queue priority.

Agents can decline sessions via Ignite's toaster or UI.

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Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy
across all media capabilities. A System Make Busy and a requeue count is registered for the
employee . For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline a chat interaction (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select a chat and, in the Action bar, click Decline.

To decline a chat interaction(WEB)

• Click Inbox and select a chat or hover over the item avatar and click Decline.

7.2.17.5 Chatting with customers

After you join a chat session, Ignite goes into Reply mode and the Input pane appears, enabling
you to chat with the customer.

Note:
If you are using Contact Center Messenger Chat, for more information see Handling
Contact Center Messenger in Ignite

The following figure presents the Input pane during a chat session.

Figure 58: Chat Input pane

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Ignite indicates to agents and customers that the other is typing a response. Ignite indicates that
customers have sent a response in an active chat as follows:

• DESKTOP - When the Inbox is not in focus and a customer sends a message in an
active chat, an orange indicator alerts agents and displays a number listing how many
interactions are waiting for replies.
• WEB - When Ignite is not in focus, a notification indicates that the customer has
entered a response. When Ignite is in focus but the active chat is not selected, an
exclamation mark displays beside the interaction and a notification displays. Clicking a
notification takes you to the relevant interaction.

Ignite permits content to be copied and pasted from other sources and turns URLS into
hyperlinks.

Ignite supports embedding content from Google Maps in chat sessions. However, this requires
the use of embed maps URL, available from Google Maps, to embed a Google map, such as:

<iframe src="https://www.google.com/maps/embed?pb=!1m18!1m12!
1m3!1d2804.500978803945!2d- 75.90911198444678!3d45.3386984790996!
2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!3m3!1m2!1s0
x4cd1fff1517da8a9%3A0xe6bc8a721e90f2a5!2sMitel+Networks!5e0!3m2!
1sen!2sus!4v144553122 7487" width="600" height="450" frameborder="0"
style="border:0" allowfullscreen&gt;&lt;/iframe>

Ignite also supports the 'Share' link from the following websites. Cutting and pasting URLs from
the following sites embeds the content in a chat session.

• https://twitter.com/
• https://soundcloud.com
• http://www.youtube.com

If your message fails to send, a red icon displays beside the unsent message. To resend the
message, you can copy and paste the message from your chat window or you can retype it.

To chat with an interaction (DESKTOP and WEB)

• Type a message in the Input pane and either press Enter or click the Send Message
button.

7.2.17.6 Transition to alternate conversation types

During an interaction, agents can transition to an alternate interaction type if the agent is
associated with that media type and if the customer’s relevant contact details are available.
Agents can also edit contact information during an interaction.

See the "Transitioning from one conversation type to another (WEB)" section in this guide.

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7.2.17.7 Correcting spelling in chat responses

Ignite provides automatic spell checking of chat responses. Incorrectly spelled words are
underlined in red and can be corrected via a right-click menu.

Ignite’s spell check button is located in the formatting toolbar, along with additional formatting
options. Ignite’s spell checking function assists agents in sending polished responses to
customers.

Note:

• Russian and Mandarin Chinese are not supported.

• Grammar checking is not supported

The following explains how to

• Correct spelling in chat responses

• Ignore flagged words
• Undo spell checking changes
• Change the dictionary’s language
• Add words to your personal dictionary
• Clear additions to your personal dictionary
• Toggle spell checking off or on

To correct spelling in a chat response

• Right-click an underlined word and select the correct spelling from the list provided.

To ignore flagged words

• Right-click an underlined word and select Ignore.

To undo spell checking changes

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Note:

This function reverts words to their original spelling. It does not clear additions made to the
dictionary.

• In the Ignite formatting toolbar, click the Undo button.

To change the dictionary’s language

• In the Ignite formatting toolbar, from the dictionary language drop-down list, select a
language. (See the following figure.)

Note:

Ignite remembers this selection for future chat sessions.

To add words to your personal dictionary

• Right-click an underlined word and select Add to personal dictionary.

To clear additions to your personal dictionary

Note:

This option clears all additions to your personal dictionary.

• In the Ignite formatting toolbar, click the Delete Personal Dictionary button. (See
the following figure.)
• Either refresh the page or log out of Ignite and log back in for the changes to take
effect.

To toggle spell checking on or off

• Click the Spellcheck As You Type button. (See the following figure.)

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Note:

Ignite remembers this selection for future chat sessions.

Figure 59: Spell check options in the Input pane

7.2.17.8 Applying reply templates to chat responses

Agents can apply templates to their chat responses, providing standardized responses to
common questions and requests.

To apply a reply template to a chat response

1. When a chat is in reply mode, place the cursor in the body of the chat response.
2. Click the Reply Template button.
3. Type the text that the template contains.

Templates matching the text display.

4. Select a template text from the list provided.
5. Press Enter.

Template mode changes back to Reply mode.

6. Click Reply to send the message with the template.

7.2.17.9 Placing chat sessions on hold and retrieving

chat sessions from hold
Agents may have to stop participating in one chat session in order to work on other items. In this
case, agents can put the active chat session on hold. Interactions on hold are marked with a
'pause' icon.

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Note that administrative configurations may limit how long interactions may be on hold before
being requeued and a System Make Busy is registered for the employee. For information on this
limit, contact your supervisor or system administrator.

The following procedures explain how to

• Place a chat session on hold

• Retrieve a chat session from hold

To place a chat session on hold (DESKTOP)

• When participating in a chat session, in the Action bar, click the Hold button.

To place a chat session on hold (WEB)

• Click Inbox and select the chat or hover over the item avatar and click Hold.

To retrieve a chat session from hold (DESKTOP)

Note:

You can also retrieve a session from hold by sending a response.

1. Select your Inbox and, in the List pane, select the chat on hold.
2. In the Action bar, click Remove Hold.

The chat session becomes active again.

To retrieve a chat session from hold (WEB)

Note:

You can also retrieve a session from hold by sending a response.

• Click Inbox and select a chat on hold or hover over the item avatar and click Remove
Hold.

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7.2.17.10 Joining the longest waiting active chat

session (DESKTOP)
Agents can switch between active chat sessions according to how long they have been waiting
for a response by using the ‘Next Longest’ button in the Action bar. The ‘Next Longest’ button
applies to all active interactions in the agent’s Inbox, directing agents to the chat session that has
been open and unfinished the longest.

For example, an agent is handling three different chat sessions. Clicking ‘Next Longest’ highlights
the active chat session to the chat session that has been waiting the longest for an agent
response and switches that interaction back into the Active Contact pane.

When switching between active interactions, the chat session indicates that the agent is joining
and leaving the chat session as appropriate.

To reply to the longest waiting chat session

1. In the Folders pane, select Inbox.

2. In the List pane, select an active chat.

An active chat is one that is no longer ringing and has been joined.
3. In the Action bar, click Next Longest.

The system takes you to the next longest waiting active chat session in the Inbox.

7.2.17.11 Transferring chats

Chat sessions can be transferred to other destinations within a contact center. For example,
agents in the Support queue receiving enquiries about a product invoice can transfer these
interactions to the Sales queue.

Agents transfer chat sessions to other agents and to queues. To receive transfers, devices must
be enabled to handle the interaction’s media type.

Agents who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot
receive transferred chats. Agents who are either in Busy/Make Busy or at their chat Workload
limit can receive transferred chats.

Note:

You may transfer interactions only if you have the appropriate permissions.

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To transfer a chat (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select a chat and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.
4. Select an agent or a queue.

Note:

You can search for a transfer destination by typing the name of an agent or queue in the
Search field.

5. Click Transfer.

To transfer a chat (WEB)

1. Click Inbox and select a chat or hover over the item avatar and click Accept.

To transfer directly from the queue, click Queue.

To transfer from the Cases page, under Interactions tab, select the inqueue or inbox chat
and click Goto icon. The Queues page is displayed. You can now transfer the chat from the
Queues page.
2. Select the chat or hover over the item avatar and click Transfer icon.

Note:

Optionally you can select multiple interactions from the Queues page and click Transfer.
The Transfer window is displayed. The list of available Employees and Queues are
displayed in the Results section.

3. To transfer to an agent, in the Transfer window click Employees, select an employee

from the list.
4. To transfer to a queue, in the Transfer window click Queues and select a queue from
the list.
5. To transfer the chat, select the name of the appropriate person or queue.

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7.2.17.12 Leaving chat sessions

When an agent is finished with an interaction, the agent can end the chat session. When an
agent leaves a chat session, a message is sent in the chat session stating that the session is
complete.

To leave a chat session (DESKTOP AND WEB)

1. When participating in an active chat session, click the End Your Session button.

The End Your Session button displays as an X.

2. When prompted, click Yes.

7.2.17.13 Forwarding chat transcripts

You can forward chat transcripts to multiple parties as an email with additional recipients copied
and blind-copied.

Forwards in progress are housed in the agent's personal Drafts folder (DESKTOP), in the
Forward subfolder (DESKTOP) or in the Inbox (WEB).

The following procedures explain how to

• Forward a chat transcript

• Discard forwards in progress

To forward a chat transcript (DESKTOP)

1. In the Folders pane, select either History, My History, one of the Handled
subfolders, or one of the Failed folders.
2. In the List pane, select a chat transcript and, in the Action bar, click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send. An icon displays over the Preview pane, indicating the transcript is being
sent.

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Note:

If you attempt to forward a transcript and receive a warning that the email address is
invalid, the queue that handled the chat may not have been configured for sending
transcripts. Contact your supervisor or system administrator.

To forward a chat transcript (WEB)

1. Click History and, optionally, select a Filter:.

2. Select a chat transcript or hover over the item avatar and click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send.

To discard a forward in progress (DESKTOP)

Note:

You can also discard forwards in progress by clicking ‘Discard Draft’ in the Action bar instead
of ‘Send’.

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select Forward.
4. In the List pane, select the transcript and, in the Action bar, click Discard Draft.

To discard a forward in progress (WEB)

• Click Inbox and either select the forward in progress or hover over the item avatar and
click Discard.

7.2.17.14 Removing failed chat transcripts from Ignite

Occasionally, chat transcripts may route to 'Failed' in Ignite. You can remove these transcripts
from Failed using Ignite’s Junk and Forward buttons.

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Note:

Agents may junk interactions only if they have the appropriate permissions.

To remove a failed chat transcript from Ignite (DESKTOP)

1. In the Folders pane, select a Failed folder.

2. In the List pane, select a chat transcript and, in the Action bar, click either Junk or
Forward.

To remove a failed chat transcript from Ignite (WEB)

1. Click History > Failed.

2. Select a chat transcript or hover over the item avatar and click either Junk or
Forward.

If you select Forward, the interaction is delivered to the Inbox where you can specify
recipients.

7.2.18 Handling SMS in Ignite

Handling SMS in Ignite mirrors common instant messaging applications, providing a familiar and
user-friendly experience.

SMS sessions are initiated by customers using contact information or, optionally, through the
contact center’s SMS request page or corporate website. SMS interactions are then routed to
appropriate queues.

Interactions are automatically sent to your Inbox if you are the longest idle agent or the agent with
the highest skill level in your agent group, if your agent group uses skill levels. Agents can also
pick SMS interactions out of queue.

Note:

• SMS agent responses cannot contain more than 320 characters.

• Preferred agent routing is not supported.

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The following explains how to:

• Preview SMS interactions

• Pick SMS interactions out of queues
• Join an SMS session
• Reply to SMS interactions
• Decline SMS interactions
• Correct spelling in SMS responses
• Apply reply templates to SMS responses
• Place SMS sessions on hold and retrieve SMS sessions from hold
• Transition to alternate interaction types
• Join the longest waiting active SMS session (DESKTOP)
• Transfer SMS interactions
• End SMS sessions
• Forward SMS transcripts
• Remove Failed SMS transcripts from Ignite
• Mark SMS interactions as No Reply and Junk
• Send outbound SMS interactions

Note:

DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s View.

7.2.18.1 Previewing SMS interactions

If administrative configurations permit, agents can preview interactions before picking them out of
queue or handling them.

The following explains how to

• Preview SMS interactions in the Inbox

• Preview SMS interactions in queue

To preview an SMS interaction in the Inbox (DESKTOP)

1. From the Folders pane, click Inbox.

2. From the List pane, select the SMS interaction to preview.

The SMS interaction displays in the Preview pane.

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To preview an SMS interaction in the Inbox (WEB)

• Click Inbox and select an SMS to preview.

To preview an SMS interaction in queue (DESKTOP)

1. From the Folders pane, click a queue.

2. From the List pane, select the SMS interaction to preview.

The SMS interaction displays in the Preview pane.

To preview an SMS interaction in queue (WEB)

1. Click Queues and select a queue.

2. Select an SMS to preview.

7.2.18.2 Picking SMS interactions out of queue

Pick behavior occurs in the following ways:

First, agents can pick interactions out of queue and send them to the Inbox. When the
interactions ring in the Inbox, agents can handle them.

Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to
an interaction sends the interaction to the agent's Inbox from where the agents can handle the
interaction.

SMS interactions picked out of queue ring in the Inbox until the interaction is accepted. For more
information on ringing behavior, see "Ringing states in Ignite".

Note:

• Agents cannot pick or pick and reply to interactions from the queue if they are in
Do Not Disturb.
• Agents may only pick or pick and reply to interactions from the queue if they have
the appropriate permissions.

The following procedures explain how to

• Pick an SMS interaction out of queue and handle the SMS

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• Pick and automatically reply to an SMS

To pick an SMS out of queue and handle the SMS (DESKTOP)

1. From the Folders pane, select the queue from which an interaction will be picked.
2. From the List pane, select an SMS interaction from the queue and, from the Action
bar, click the Pick button.

The SMS interaction is transferred to your Inbox.

3. To handle the SMS interaction, select Inbox and, in the List pane, select the SMS
interaction.

Note:

Additional handling options display in the Action bar. For information on handling the SMS
interaction, see the appropriate procedures in this section.

To pick an SMS out of queue and handle the SMS (WEB)

1. Click Queues and select the appropriate queue.

2. Select an interaction or hover over the item avatar and click Pick > Pick.

The SMS is transferred to your Inbox.

3. To handle the SMS, click Inbox and select the SMS or hover over the item avatar.

To pick and automatically reply to an SMS (DESKTOP)

1. In the Folders pane, select the queue from which an SMS interaction will be picked.
2. In the List pane, select an SMS interaction from the queue and, from the Action bar,
click the Pick & Reply button.

The SMS interaction is transferred to your Inbox.

3. In the Preview pane, agents can respond to the SMS interaction, transfer the SMS
interaction to another destination, or put the SMS interaction on hold.

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Note:

Additional handling options display in the Action bar. For information on handling the SMS
interaction, see the appropriate procedures in this section.

To pick and automatically reply to an SMS (WEB)

1. Click Queues and select the appropriate queue.

2. Select an interaction or hover over the item avatar and click Pick > Pick and Reply.

The SMS is transferred to your Inbox and opens in reply mode.

7.2.18.3 Joining SMS sessions

When an SMS interaction arrives in an agent’s Inbox, agents can join the session and start
responding to the interaction.

Agents can join sessions via Ignite's toaster or UI.

To join an SMS session (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select an SMS interaction and, in the Action bar, click Reply.
3. In the Preview pane, agents can respond to the SMS interaction, transfer the SMS
interaction to another destination, or put the SMS session on hold.

Note:

Additional handling options display in the Action bar. For information on handling the SMS
interaction, see the appropriate procedures in this section.

To join an SMS session (WEB)

• Click Inbox and select an SMS session or hover over the item avatar and click
Accept.

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7.2.18.4 Replying to SMS interactions

Once an SMS interaction is in the Inbox, agents can reply to or otherwise handle it.

After you join an SMS session, Ignite goes into Reply mode and the Input pane displays,
enabling you to reply to the interaction. Send responses using the arrow button.

7.2.18.5 Declining SMS interactions

Agents can decline an offered SMS interaction, sending the interaction back to the queue where
it retains its queue priority.

Agents can decline sessions via Ignite's toaster or UI.

Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy
across all media capabilities. A System Make Busy and a requeue count is registered for the
employee . For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline an SMS interaction (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select an SMS interaction and, in the Action bar, click Decline.

To decline an SMS interaction (WEB)

• Click Inbox and select an SMS interaction or hover over the item avatar and click
Decline.

7.2.18.6 Correcting spelling in SMS responses

Ignite provides automatic spell checking of SMS responses, assisting agents in sending polished,
professional, and consistent content to customers. Incorrectly spelled words are underlined in red
and can be corrected using a right-click menu.

The spell check button is located in the formatting toolbar, along with additional formatting
options.

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Note:

• Russian and Mandarin Chinese are not supported.

• Grammar checking is not supported.

The following explains how to

• Correct spelling in SMS responses

• Ignore flagged words
• Undo spell checking changes
• Change the dictionary's language
• Add words to your personal dictionary
• Clear additions to your personal dictionary
• Toggle spell checking on or off

To correct spelling in an SMS response

• Right-click an underlined word and select the correct spelling from the list provided.

To ignore flagged words

• Right-click an underlined word and select Ignore.

To undo spell checking changes

Note:

This function reverts words to their original spelling. It does not clear additions made to the
dictionary.

• In the Ignite formatting toolbar, click the Undo button.

To change the dictionary’s language

• In the Ignite formatting toolbar, from the dictionary language drop-down list, select a
language. See the following figure.

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Note:

Ignite remembers this selection for future SMS sessions.

To add words to your personal dictionary

• Right-click an underlined word and select Add to personal dictionary.

To clear additions to your personal dictionary

Note:

This option clears all additions to your personal dictionary.

1. In the Ignite formatting toolbar, click the Delete Personal Dictionary button. (See
the following figure.)
2. Either refresh the page or log out of Ignite and log back in for the changes to take
effect.

To toggle spell checking on or off

• Click the Spellcheck As You Type button. (See the following figure.)

Note:

Ignite remembers this selection for future SMS sessions.

Figure 60: Spell check options in the Input pane

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7.2.18.7 Applying reply templates to SMS responses

Agents can apply templates to their SMS responses, providing standardized responses to
common questions and requests.

To apply a reply template to an SMS response

1. When an SMS interaction is in reply mode, place the cursor in the body of the
response.
2. Click the Browse Reply Templates button.

The Browse Reply Template button displays as a magnifying glass in the formatting toolbar.
3. Type the text that the template contains.

Templates matching the text display.

4. Select a template text from the list provided.
5. Press Enter and click Insert Template.

Template mode changes back to Reply mode.

6. Click Send Message to send the message with the template.

7.2.18.8 Placing SMS sessions on hold and retrieving

SMS sessions from hold
At times, agents may have to stop participating in an SMS session in order to work on other
items. In these cases, agents can put the active SMS session on hold. Interactions on hold are
marked with a 'pause' icon.

Note that administrative configurations may limit how long interactions may be on hold before
being requeued and a System Make Busy is registered for the employee. For information on this
limit, contact your supervisor or system administrator.

The following procedures explain how to

• Place an SMS session on hold

• Retrieve an SMS from hold

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To place an SMS session on hold (DESKTOP)

• When participating in an SMS session, click the Hold button.

To place an SMS session on hold (WEB)

• Click Inbox and select the SMS or hover over the item avatar and click Hold.

To retrieve an SMS session from hold (DESKTOP)

Note:

You can also retrieve a session from hold by sending a response.

1. Select the Inbox and, in the List pane, select the SMS interaction on hold.
2. In the Action bar, click Remove hold.

To retrieve an SMS session from hold (WEB)

Note:

You can also retrieve a session from hold by sending a response.

• Click Inbox and select an SMS on hold or hover over the item avatar and click
Remove Hold.

7.2.18.9 Transition to alternate conversation types

During an interaction, agents can transition to an alternate interaction type if the agent is
associated with that media type and if the customer’s relevant contact details are available.
Agents can also edit contact information during an interaction.

See the "Transitioning from one conversation type to another (WEB)" section in this guide.

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7.2.18.10 Joining the longest waiting active SMS

session (DESKTOP)
Agents can switch between active SMS sessions according to how long the customer has been
waiting for a response by using the ‘Next Longest’ button in the Action bar. The ‘Next Longest’
button applies to all active interactions in the agent’s Inbox, directing agents to the SMS session
that has been open and unfinished the longest.

For example, an agent is handling three different SMS sessions. Clicking ‘Next Longest’
highlights the active SMS session that has been waiting the longest for a response and switches
that interaction back into the Active Contact pane.

When switching between active interactions, the SMS session indicates that the agent is joining
and leaving the SMS session as appropriate.

To reply to the longest waiting active SMS session

1. In the Folders pane, select Inbox.

2. In the List pane, select an active SMS session.

An active SMS session is one that is no longer ringing and has been joined.
3. In the Action bar, click Next Longest.

The system takes you to the next longest waiting active SMS session in the Inbox.

7.2.18.11 Transferring SMS interactions

SMS interactions can be transferred to agents and queues. For example, agents in the Support
queue receiving inquiries about a product invoice can transfer these interactions to the Sales
queue. To receive transfers, devices must be enabled to handle the interaction’s media type.

Agents who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot
receive transferred SMS interactions. Agents who are either in Busy/Make Busy or at their SMS
Workload limit can receive transferred SMS interactions.

Note:

You may transfer interactions only if you have the appropriate permissions.

To transfer an SMS interaction (DESKTOP):

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1. In the Folders pane, click Inbox.

2. In the List pane, select an SMS interaction and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.
4. Select an agent or a queue.

Note:

You can search for a transfer destination by typing the name of an agent or queue in the
Search field.

5. Click Transfer.

To transfer an SMS interaction (WEB):

1. Click Inbox and select an SMS interaction or hover over the item avatar and click
Accept.

To transfer directly from the queue, click Queues.

To transfer from the Cases page, under Interactions tab, select the inqueue or inbox SMS
and click Goto icon. The Queues page is displayed. You can now transfer the SMS from the
Queues page. Follow steps 3 onward.
2. Select the SMS or hover over the item avatar and click Transfer icon.

Note:

Optionally you can select multiple SMS from the Inbox or the Queues page and click
Transfer. The Transfer window is displayed. The list of available Employees and Queues
are displayed in the Results section.

3. To transfer to an agent, in the Transfer window click Employees, select an employee

from the list and proceed to step 5.
4. To transfer to a queue, in the Transfer window click Queues and select a queue from
the list.
5. To transfer the SMS interaction, select the name of the appropriate person or queue.

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7.2.18.12 Ending SMS sessions

When an agent is finished handling an interaction, the agent can end the SMS session.

To end an SMS session (DESKTOP and WEB):

1. When participating in an active SMS session, click the End Your Session button.

The 'End Your Session' button displays as an X.

2. When prompted, click Yes.

7.2.18.13 Forwarding SMS transcripts

You can forward SMS transcripts to multiple parties as an email with additional recipients copied
and blind-copied.

Forwards in progress are housed in the agent's personal Drafts folder (DESKTOP), in the
Forward subfolder (DESKTOP) or in the Inbox (WEB).

DESKTOP - You can forward SMS transcripts only from the My History folder and its Handled
subfolder, from the History folder and its Handled subfolder, and from the Failed folders.

WEB - You can forward SMS transcripts from the History page.

The following procedures explain how to

• Forward an SMS transcript

• Discard forwards in progress

To forward an SMS transcript (DESKTOP)

1. In the Folders pane, select either History, My History, one of the Handled
subfolders, or one of the Failed folders.
2. In the List pane, select an SMS transcript and, in the Action bar, click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send. An icon displays over the Preview pane, indicating the transcript is being
sent.

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Note:

If you attempt to forward a transcript and receive a warning that the email address is
invalid, the queue that handled the SMS interaction may not have been configured for
sending transcripts. Contact your supervisor or system administrator.

To forward an SMS transcript (WEB)

1. Click History and, optionally, select a Filter:.

2. Select an SMS transcript or hover over the item and click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling
in the appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send.

To discard a forward in progress (DESKTOP)

Note:

You can also discard forwards in progress by clicking ‘Discard Draft’ in the Action bar instead
of ‘Send’.

1. In the My Folders view, expand the Folders pane.

2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select Forward.
4. In the List pane, select the transcript and, in the Action bar, click Discard Draft.

To discard a forward in progress (WEB)

• Click Inbox and either select the forward in progress or hover over the item avatar and
click Discard.

7.2.18.14 Removing failed SMS transcripts from Ignite

Occasionally, SMS transcripts may route to 'Failed' in Ignite. You can remove these transcripts
using Ignite’s Junk button.

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Note:

Agents may junk interactions only if they have the appropriate permissions.

To remove a failed SMS transcript from Ignite (DESKTOP)

1. In the Folders pane, select a Failed folder.

2. In the List pane, select an SMS transcript and, in the Action bar, click either Forward
or Junk.
3. To remove a failed SMS transcript from Ignite (WEB)
4. Click History > Failed.
5. Select an SMS transcript or hover over the item avatar and click either Junk or
Forward.

If you select 'Forward,' the interaction is delivered to the Inbox where you can specify
recipients.

7.2.18.15 Marking SMS interactions as No Reply and

Junk
Occasionally, SMS interactions requiring no reply reach queues and agents’ Inboxes. Agents can
mark these SMS interactions either as requiring no reply or as junk.

Agents can also junk SMS interactions directly from 'Failed', rather than attempting to reroute
them.

Marking interactions as No Reply and Junk removes the interactions from Ignite. If the item is in
queue or the Inbox, responses in progress are deleted.

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• Agents may junk interactions only if they have the appropriate permissions.

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To mark an SMS interaction as No Reply or Junk (DESKTOP)

1. In the Folders pane, either click Inbox, select the queue in which the SMS message
is waiting, or select a Failed folder.
2. In the List pane, select an SMS message and, in the Action bar, click either No Reply
or Junk.

To mark an SMS interaction as No Reply or Junk from the Inbox (WEB)

• Click Inbox and select an SMS interaction or hover over the item avatar and click
either No Reply or Junk.

To mark an SMS interaction as No Reply or Junk from the queue (WEB)

1. Click Queues and select an SMS queue.

2. Select an SMS interaction and click either No Reply or Junk.

7.2.18.16 Sending outbound SMS interactions

Agents can send outbound SMS interactions in Ignite. When an agent sends an outbound SMS
interaction, they may not be the agent who receives the customer response.

• You cannot send an SMS to multiple recipients.

• Account codes are not supported for outbound SMS interactions.
• Real-time and reporting statistics are not available for outbound SMS activity. We
recommend instead that agents put themselves into Busy/Make Busy, with an
‘Outbound SMS’ Reason Code applied, when drafting outbound SMS interactions.
Make Busy reports and real-time queue statistics will then display time spent drafting
outbound SMS interactions.

WEB– Outbound SMS interactions in progress are housed in the Inbox, marked as 'Draft'.

To send an outbound SMS interaction (DESKTOP)

1. In the My Folders view, expand the Folders pane.

2. In the Action bar, click New SMS.
3. After From, select an SMS queue.
4. After To, type the recipient’s number.
5. Type the SMS interaction's contents and click Send.

To send an outbound SMS interaction (WEB)

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1. Click Contacts
2. If the destination is not a recent interaction, type its name or number in the Search
field.
3. Hover over the destination's avatar and click the SMS icon. For SMS;interactions to
agents, a colored dot on the avatar indicates its availability.
4. Under From (queue), select an SMS queue.

Note:

Queue signatures are inserted each time a queue is selected as the ‘From’ address.
Agents are responsible for deleting non-applicable queue signatures from outbound SMS
drafts.

5. Type the SMS interaction’s contents and click Send.

A new case is automatically created and assigned with "Waiting For Customer" state.

Note:

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

To discard an outbound SMS interaction in progress (WEB)

Note:

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

• Click Inbox and select a draft or hover over the item avatar and click Discard.

7.2.19 Handling calls in Ignite

In addition to email, chat, SMS, and open media handling, you can handle calls in Ignite.

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MiCollab Client is recommended for performing advanced call handling functions. For information
about handling voice Interactions in MiCollab Client, see the MiContact Center Business User
Guide .

The following procedures explains all the actions that you can perform while handling calls.

For other call handling functions such as conferencing and supervised transfers, refer the
appropriate sections for Contact Center Softphone, PhoneSet Manager, and Ignite (Web) in the
MiContact Center Business Online Help.

For important information about signing in and out of Ignite for voice agents, see "Signing into
and out of Ignite (WEB)".

Note:

• DESKTOP - Ignite provides call control for Inbound ACD interactions only. Agents
must make outbound calls using Contact Center Softphone, PhoneSet Manager,
or a hard set or use Web Ignite.
• DESKTOP - If your contact center focuses on voice interaction handling, we
recommend that you implement the MiCollab Client and Ignite integration
described in the .
• Ignite’s phone functionality does not support multiple lines.
• Ignite’s phone controls are not supported for External Hot Desking Agents.

7.2.19.1 Viewing call information

You can view basic call information in Ignite before picking a call out of queue or handling it from
the Inbox. Note that information displayed may vary based on administrative configuration.

The following explains how to

• View information for calls in queue

• View information for calls in the Inbox

To view information for calls in queue (DESKTOP)

1. In the Folders pane, select a queue.

2. In the List pane, select a call.

Call information displays in the Preview pane.

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To view information for calls in queue (WEB)

1. Click Queues and select the appropriate queue.

2. Select a call from the queue.

To view information for calls in the Inbox (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select a call.

Call information displays in the Preview pane.

To view information for calls in the Inbox (WEB)

• Click Inbox and select a call.

7.2.19.2 Picking calls out of queue

Agents can pick calls out of queue and send them to the Inbox. Once ringing in the Inbox, the call
can be answered.

Note:

• Agents cannot pick or pick and reply to interactions from the queue if they are in
Do Not Disturb.
• Agents may only pick or pick and reply to interactions from the queue if they have
the appropriate permissions.

To pick a call from the queue (DESKTOP)

1. From the Folders pane, select the queue from which a call will be picked.
2. From the List pane, select a call from the queue and, from the Action bar, click the
Pick button.

The call is transferred to your Inbox.

3. Pick up your desk phone to answer the call.
4. Answer the call using MiCollab Client.
5. To answer the call, select Inbox and, in the List pane, select the call and click Reply.

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Note:

Additional handling options display in the Action bar. For more information, see the
appropriate procedures in this section.

To pick a call from the queue (WEB)

1. Click Queues and select the appropriate queue.

2. Select a call from the queue or hover over the item avatar and click Pick.

The call is transferred to your Inbox.

7.2.19.3 Answering and ending calls

Note:

• You cannot explicitly decline a ringing call.

• Agents can request help from other agents, as well as from supervisors. When you
answer an incoming request for help, the Ignite toaster displays "Request Help"
and the name of the person requesting help. Accepted requests are entered in
Silent Monitor mode. Supervisors must use Contact Center Client or their headset
to escalate to Coach mode.
• When supervisor receives an ACD help request and chooses to answer the
call through Web Ignite, the call will be directly connected to the agent and the
supervisor can coach the agent. Supervisor do not need to specifically press the
Coach button on the desk phone to coach an agent.

For more information on silent monitoring, see the MiContact Center Business User Guide. For
more information on the Request Help feature, see the appropriate section in this guide.

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You can answer incoming calls from Ignite. Ignite displays a toaster for each incoming call and
allows you to accept the call from the toaster.

When you answer a call, Ignite displays call information.

To answer a call (DESKTOP)

• In the Ignite toaster, click Accept, select the call in the List pane and, in the Action
bar, click Reply.

To answer a call

• In the Ignite toaster, click Accept. Alternatively, select the call or hover over the item
avatar and click Accept.

You can end calls from Ignite.

To end a call (DESKTOP)

• In the Action bar, click Hang Up.

Alternatively, in the Conversation window, in the bottom toolbar, click the Hang Up button.

To end a call (WEB)

• Click Inbox and select a call or hover over the item avatar and click Hang Up.

7.2.19.4 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.

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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.

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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.

7.2.19.5 Recording Calls in Ignite

Note:

For SIP Platform, Mitel Interaction Recording is supported only for MiVoice 5000 and MX-
ONE PBXs only.

To ensure customer confidentiality or to create a record of volatile or sensitive calls, you can start
or stop the call recording. This functionality is supported only for Mitel Interaction Recorder when
using Web Ignite.

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By default, the call is recorded for all the incoming and outgoing calls in web ignite.

To stop the call recording, click button.

To resume the call recording, click button.

Note:
The Contact Center Client does not have this functionality when using Mitel
Interaction Recording.

7.2.19.6 Performing in-call actions

While on active calls you can:

• Put calls on hold and retrieve calls from hold

• Tag calls with Account Codes.
• Tag calls with Classification Codes
• Transfer calls (DESKTOP)
• Initialize Conference calls
• Transition to alternate interaction types
• Merge calls (DESKTOP)
• Contact agents before transferring calls and requesting help

7.2.19.6.1 Putting calls on hold and retrieving calls

from hold
At times, agents may have to put a call on hold. Ignite displays a paused icon over calls on hold
so they can be easily identified.

Note:

Calls on hold may not be transferred until hold is removed.

The following explains how to

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• Put a call on hold

• Retrieve a call from hold

To put a call on hold (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select the active call.
3. In the Action bar, click the Hold button.

To put a call on hold in the Conversation window (DESKTOP)

• In the Conversation window, click Hold.

To put a call on hold (WEB)

• Click Inbox and select a call, or hover over the item avatar, and click Hold.

To put a call on hold (MiCollab Client)

• Click Inbox and select a call, or hover over the item avatar, and click Hold.

To retrieve a call from hold (DESKTOP)

1. In the Folders pane, click Inbox.

2. In the List pane, select the call on hold.
3. In the Action bar, click Remove Hold.

To retrieve a call from hold in the Conversation window (DESKTOP)

• In the Conversation window, click the Remove Hold button.

To retrieve a call from hold (WEB)

• Click Inbox and select a call or hover over the item avatar and click Remove Hold.

7.2.19.6.2 Tagging calls with Classification Codes

Classification Codes are a type of Account Code but differ in the following ways:

• You can apply multiple Classification Codes, and this can be done at any point during
the (call or interaction) or its Work Timer. All Classification Codes applied to a call
are pegged with the full call duration, from the time the call arrives until the call ends.
This includes transfer time. It also includes Work Timer duration if 'Include queue work
timer as part of handling time' is enabled on the queue. If the same code is entered
twice, it is not double pegged in reporting statistics.

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• Classification Codes can be ‘forced’, meaning the agent must enter a Classification
Code either during the call or when in Work Timer to remain within compliance.
• Account Codes can be entered only during a call, but Classification Codes can
be entered during or after a call (while in Work Timer). There are often scenarios
within which you set single or multiple Account Codes during a call and then set a
Classification Code when the call terminates.

Note:

Classification Codes are supported only for ACD voice (calls or interactions).

Note:

During a call, apply Classification Codes as you would Account Codes, using the list of
Account Codes in the ‘Set Account Code’ rolling panel in the Sidebar or in the 'History and
Account Code' section of the Preview pane.

To tag a call with a Classification Code after a call ends (DESKTOP)

1. In the Sidebar, click the Classify button to open the Classify rolling panel.

When the call ends, the Classify button displays (and flashes if forced Classification Codes
are enabled) and Work Timer is activated.
2. Select the applicable Classification Code from the list that displays and click Apply.

Note:

If you are handling more than one item in the Inbox, for example, one email and one call,
and you apply a Classification Code during the call, it will be applied to the call regardless
of which item is currently selected in the Inbox. If you apply a Classification Code after the
call when in Work Timer, the voice interaction stays in your Inbox and you must use the
‘Classify’ button in the Sidebar to apply a Classification Code to the voice interaction.

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3. If Work Timer has not been configured to automatically cancel after entering a
Classification Code, cancel Work Timer by clicking the Remove Work Timer button in
the Sidebar.

Note:

Forced Classification Codes prevent canceling Work Timer until a Code is entered. Failing
to enter a Classification Code before Work Timer expires or is removed by entering Busy/
Make Busy or DND can result in a default Classification Code of ‘-1 Non-Compliant’
applied automatically.

To tag a call with a Classification Code after a call ends (WEB)

Note:

During a call, apply Classification Codes as you would Account Codes, but select
‘Classification’ in the Classify dialog window.

1. Click Enter a Classification Code.

2. Select a Classification Code. You can type the name or number of a Code in the
Search field.

Note:

If you enter a number in the search field, you can apply the Code by pressing ‘Enter’ when
prompted.

7.2.19.6.3 Transferring calls (DESKTOP)

You can transfer calls to internal and external destinations. Internal transfer destinations include
destinations programmed in the voice media server or in a cluster of voice media servers.
External transfer destinations include dialable numbers not programmed in the voice media
server or in the cluster of voice media servers. For example, agents in the Support queue

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receiving calls concerning account renewals can transfer these calls internally to the Sales
queue, or agents can transfer calls externally to a supervisor’s cell phone.

To receive transfers devices must be enabled to handle the interaction's media type.

Agents who are logged out, in DND, Offline (WEB), or whose presence is Unknown cannot
receive transferred calls, but the call can be transferred to their voicemail. Agents who are either
in Busy/Make Busy or at their call Workload limit can receive transferred calls.

Call transfers in Ignite are always blind transfers. In blind transfers, there is no communication
with transfer destinations before sending calls. Calls are transferred immediately, and the system
does not monitor the outcome.

To perform a supervised transfer, you must use MiCollab Client, Contact Center Softphone,
Contact Center PhoneSet Manager or Ignite Web. See the MiContact Center Business User Guide
for more information.

Note:

• You cannot transfer calls on hold. Hold must be removed before the call can be
transferred.
• You may transfer interactions only if you have the appropriate permissions.

The following procedures explain how to

• Blind transfer calls to a voice-enabled employee or queue

• Blind transfer calls to a dialable number

Note:

This option is available only with Click to Call. For more information, see "Contacting
agents before transferring calls".

• Perform a supervised transfer using Merge (DESKTOP)

• Perform a supervised transfer using Click to Call and Merge (DESKTOP)

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Note:
This option is available only with Click to Call. For more information, see
"Contacting agents before transferring calls".

To blind transfer a call to a voice-enabled employee or queue (DESKTOP)

1. When on a call, in the Action bar, click Transfer.

2. Select the Internal Transfer radio button and select a voice-enabled employee or
queue. Expand the device list if necessary. You can search for an internal transfer
destination by typing the name of a voice-enabled employee or queue in the ‘Search’
field.
3. Click Transfer.

To blind transfer a call to a dialable number (DESKTOP)

1. When on a call, in the Action bar, click Transfer.

2. Select the External Transfer radio button and, in the Transfer To: field, type a
dialable number. Enter this number as you would on a phone, including any digits
required for outbound dialing.

Note:

Invalid entries return an error message. Re-type a valid entry and click ‘Transfer’.

3. Click Transfer.

7.2.19.6.4 Transferring Calls (WEB)

You can perform either a blind or a supervised transfer of a voice call from Web Ignite. To perform
either type of transfer, you make a consultation call to another party (the available queues,
employees, external, or Active Directory contacts) and then decide whether you want to transfer
the call immediately (blind transfer) or wait to talk to the other party before you transfer the call
(supervised transfer). You can also modify the call to make it a conference while talking to the
consultative party.

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7.2.19.6.5 To perform a blind transfer

1. Click Inbox and select a call or hover over the item avatar and click Accept.
2. Select the call or hover over the item avatar and click Transfer.

Transfer window lists all the numbers from available queues, employees, external, or Active
Directory contacts.
3. To select a contact to transfer the call, hover over the contact. This enables the Blind
Transfer and Consultation Call buttons.
4. Hover over the Blind Transfer button to list the dialable numbers associated with the
contact.

• If the contact has only one associated dialable number, you can select the dialable
number or click on the transfer button to transfer the call.
• If the contact has more than one dialable number, select a dialable number to
transfer the call.

The call is now ringing the other party and you are disconnected. The conversation will stay in
your inbox if a Work Timer applies to it.

7.2.19.6.6 To perform a supervised transfers

1. Click Inbox and select a call or hover over the item avatar and click Accept.
2. Select the call or hover over the item avatar and click Transfer.

Transfer window lists all the numbers from available queues, employees, external, or Active
Directory contacts.
3. To select a contact to transfer the call, hover over the contact. This enables the Blind
Transfer and Consultation Call buttons.
4. Hover over the Consultation Call button to list the dialable numbers associated with
the contact.

• If the contact has only one associated dialable number, you can select the dialable
number or click on the Consultation Call button to transfer the call.
• If the contact has more than one dialable number, select a dialable number to
transfer the call.

The call now is ringing the other party and the caller is placed on hold.
5. Before the other party accepts the transfer, you can do the following:

• Click Cancel Transfer to cancel the call with the other party whom you consulted
and connect back to the caller.
• Click Complete Transfer to complete the transfer.

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6. After the other party accepts the transfer, you can do one of the following:

• Click Cancel Transfer to cancel the call with the other party whom you consulted
and connect back to the caller.
• Click Complete Transfer to complete the transfer.
• Click Conference to connect the three parties together.
• Click Swap to swap the hold. (Applicable to MiVB only).
• Click Hold to put both parties on hold. (Applicable to SIP only).
• Click RemoveHold to remove hold. (Applicable to SIP only).

After you leave the call, the conversation will stay in your inbox if a Work Timer applies to it.

Initialize Conferencing calls

While you are on a call with a customer, you can invite other parties into the call to create a
conference. You cannot transfer a call that is in a conference. You can hang up to leave the
conference or put the call on hold, muting the person who puts it on hold, and keeps them from
hearing the conference. Other parties in the conference can also invite others to the conference.

You can initiate a conference through a supervised transfer. See the “Transfer calls” section for
details.

To conference a call (DESKTOP)

1. When on a call, in the Conversation window, click the Invite More People button
2. Type the name or number of the participant you want to invite.
3. Select a participant and click the Invite button.

The system calls the specified participant. When the participant answers, they are added to
the call.
4. To invite additional participants, repeat the above steps.

To create a conference call (WEB)

1. While on a call, click the Invite button. The Invite window opens.
2. In the Invite window, you can search and filter to find the required contacts from the
available queues, employees, or external or Active Directory contacts.
3. Click the avatar. You can include up to five parties in a conference call.

The first agent who answered the call will be in ACD state during the conference and if the call
was transferred to another agent, the second agent will be in Non ACD state. You can view all
the participants of the conference under the Participants list in Ignite.

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7.2.19.7 Transition to alternate conversation types

During an interaction, agents can transition to an alternate interaction type if the agent is
associated with that media type and if the customer’s relevant contact details are available.
Agents can also edit contact information during an interaction.

See the "Transitioning from one conversation type to another (WEB)" section in this guide.

7.2.19.7.1 Requesting help

You can request help from other voice-enabled employees by clicking the Request Help Call
Control button in the Sidebar. When you click the button, you can enter either a valid DN in the
free form text box or select an employee from a pre-populated list. The system dials the DN, and
the employee is added to the call when they accept.

Employees who accept requests for help join the call in Silent Monitor mode and are not audible
unless they escalate to Coach or Barge.

Help requests to queues or to external numbers are not supported

The Request Help button is available as soon as a call is delivered to your Inbox. You can send
multiple requests for help during a call, but you can send only one request at a time. Requests
sent to employees in unavailable states fail.

The Request Help button is not available when a call is on hold.

To request help on a call (Desktop)

1. ln the Sidebar, click the Request Help button

Ignite displays a list of voice-enabled employees and enables you to look up contacts in the
Active Directory (AD)
2. In the Request Help window, do one of the following:

• Select a voice-enabled employee from the list

• In the Search box, enter a voice-enabled employee or AD contact's dialable number
• In the Search box, enter the name of a voice-enabled employee or AD contact
3. Click Call.

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Note:

You cannot cancel requests in progress. The Request Help button is disabled (turns gray)
while the call is being established. Hover over the button with your mouse to view the
connection status in a tool tip.

• If the request is answered within 180 seconds, notification that the request help is
established is displayed, and the Request Help icon is displayed next to the caller's
icon and on the Inbox item. The Request Help Call Control button is no longer
available until the employee that answered the Request Help call hangs up.
• If the request is declined or times out, a notification that the request help was
declined is displayed. The Request Help Call Control button is available, and the
employee can make a new Request Help call.

To request help on a call (WEB)

1. Click the Request Help icon in the handling icons.

Ignite displays a list of voice-enabled employees and their ACD status.

2. In the Request Help window, do one of the following:

• Select a voice-enabled employee from the list

• In the text box, enter a voice-enabled employee's dialable number
• In the Search box, type the name or dialable number of a voice-enabled employee
3. Click Call.

Note:

You cannot cancel requests in progress.

• If the request is answered within 180 seconds, a notification that the request
help is established is displayed, the Request Help icon is displayed next to
the caller's icon and on the Inbox item. The Request Help icon is no longer
available till the employee that answered the Request Help call hangs up
• If the request for help is not answered within 180 seconds, the request times out
and you can make another request for help.

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Note:

The length of time a request help call rings for is defined in the Ignite configuration. By
default, duration is set to 180. See the KB article SO3146 in Mitel Knowledge Management
System for information on how to change this, and how it interacts with the Agent COS.

7.2.19.7.2 Contacting agents before transferring calls

You can choose to instant message or call other employees(DESKTOP and WEB) to alert them
of an incoming transfer.

DESKTOP - The Click to Call option is not displayed when agents are in Do Not Disturb or
absent from their agent groups.

Note:

• If an agent has multiple voice agents, Ignite provides call control for the number
associated with the currently active voice agent
• DESKTOP - Click to IM does not support group IM sessions.

To Click to Call or Click to IM (DESKTOP)

1. In the Transfer window, select an available agent.

2. Select Click to IM to initiate an IM session or select Click to Call to initiate a voice
call. See the following figure

Note:
The recipient's presence displays, advising of their availability to receive your call or
instant message.

Figure 61: Click to IM and Click to Call

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To Click to Call (WEB)

1. Click Contacts.
2. If the destination is not a recent contact, type its name or number in the Search field.
3. Hover over the destination’s avatar and click Call.

7.2.19.7.3 Handling calls using the Active Call

window (WEB)
When on a call, agents can use the Active Call window for basic call handling options.

For procedures on specific call handling actions supported in the Active Call window, see the
appropriate sections of this guide.

For procedures on using Contacts to reach another person, see the appropriate sections of this
guide.

To handle a call using the Active Call window

1. When on a call, click the Phone button.

2. Choose a call handling option.
3. To close the Active Call window, click the Phone button.

7.2.20 Handling Contact Center Messenger in Ignite

Contact Center Messenger simplifies the deployment of chat support in Contact Centers’ web
sites.

Handling Contact Center Messenger is similar as legacy Chat.

The agent will get similar notification for the incoming chat as in the legacy chat. If the agent
accepts the incoming chat, both agent and customer will see a system message that the agent
has joined.

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Note:

• Agents are not allowed to use Desktop Ignite, if Contact Center Messenger is
configured.
• Administrator must enable Contact Center Messenger for the agent to accept
incoming chats.

As with any normal chat, an agent or supervisors can transfer chats from the Web Ignite and from
the Interaction Visual Queue.

Correcting spelling in Contact Center Messenger responses

With Contact Center Messenger, spell checks are done using the built in spell checker in the
browser. Most internet browsers have spell-checking enabled by default. You will know it is
turned on when misspelled words you are typing have a red line below them, to show they are
incorrect like the two words below.

Chatting with customers

After you join a chat session, Ignite goes into Reply mode and the Input pane appears, enabling
you to chat with the customer.

The following figure presents the Input pane during a Contact Center Messenger Chat session.

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Figure 62: Chat Input Pane

Ignite indicates to agents and customers that the other is typing a response. Ignite indicates that
customers have sent a response in an active chat as follows:

• WEB - When Ignite is not in focus, a notification indicates that the customer has
entered a response. When Ignite is in focus but the active chat is not selected, an
exclamation mark displays beside the interaction and a notification displays. Clicking a
notification takes you to the relevant interaction.

To chat (WEB)

• Type a message in the input pane text box and press Enter.

7.2.20.1 Logging in to and Logging out from Ignite

• You can log in to Web Ignite using either basic authentication or Windows
authentication and then use Contact Center Messenger.
• If the log in fails, Web Ignite displays an error message and chat presence will be
disabled. But agents will still be allowed to use all other media types.

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• If agents are configured to use Contact Center Messenger for chat, then the agents
will not be able to log in to desktop Ignite. If they try to connect to desktop Ignite, an
error message will be displayed recommending them to use Web Ignite.
• If the agent accepts the incoming chat, both agent and customer will see a system
message that the agent has joined.

Logging out of Contact Center Messenger is same as legacy Chat.

7.2.20.2 Reply Templates

Agent can create, edit, delete personal chat reply templates using a Reply Template editor.

Note:

Reply template editor is visible only if Contact Center Messenger is enabled.

1. To create new templates, go to Tools > Chat Personal reply template editor.
2. Enter the reply content in the text box and click Save.
3. If you want to use an existing template to create a new template, then click Insert
reply template.
4. Choose the existing template that you would like to use, the content will appear in the
editor, you can make the required changes and click Save.
5. To edit or delete an existing template, click Browse and choose the template you want
to edit or delete from the list of templates.

7.2.20.3 Searching Reply Templates

You can accept a chat and click icon to insert a reply template to the chat window.

• You can toggle Use reply template button to use the last reply template to the new
chat; otherwise the agent can select a template form the Reply Templates list.
• The Chat reply template is inserted into the chat dialogue line. Agents can preview the
message before sending the conversation.

7.2.20.4 Ending a Chat

For Contact Center Messenger Chats, an End Session icon is added to the left of the Hold
button.

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The Chat UI component is replaced with the entire chat transcript during worktimer or after you
end or transfer a chat.

7.2.20.5 Handling Agent Assist Suggestions

In Ignite, if Agent Assist is enabled in CC-Admin, then the system displays the suggestion
side pane. This pane is displayed only for the interactions in the inbox. The suggestions appear
automatically as the conversation progresses.

The system displays the default suggestions for the customer conversation. However, you can
also change it for show agent messages to be displayed.

The suggestions have the following details displayed:

•
Click the message icon to navigate the message in the interaction pane and to
view a list of suggestions.
• The time stamp for each suggestion that you received from Google Agent Assist is
displayed.
• The message from the conversation for which the suggestion given is also displayed.
•
Click the button, by clicking which you can expand the relevant Frequently Asked
Questions and Articles.

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• Articles:

• You can have multiple articles as suggestions; the total number of articles is
displayed at the top.
• Articles are arranged based on the priority of recommendation; the most
recommended article appears first.
•
Click buttons to views next or previous suggestions. Click buttons to
navigate to the first and last suggestions.
• The articles displayed will contain a title and a snippet. If there is no title, then the
system displays only the snippet.
• Click the Send Snippet icon to send the snippet as a message in the conversation.
•
Click the icon to send the pdf link of that article as a message in the
conversation.

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•
Click the icon to open an article in a new browser tab, which can be used to
view the full article.
•
Click the icon to provide feedback for the article suggestion. The system
displays the following options:

• Correct
• Partially
• Wrong

Feedback helps to refine the suggestions, if the context of the conversation is similar.
• FAQs:

• You can have multiple FAQs as suggestions; the total number of FAQs are
displayed at the top.
• FAQs are arranged based on the priority of recommendation; the most
recommended FAQ appears first.
•
Click buttons to views next or previous suggestions. Click buttons to
navigate to the first and last suggestions.
• The FAQs have answers listed. Click the Send Answer button to send the answer
as a message in the conversation.
•
Click the icon to provide feedback for an FAQ suggestion. The system
displays the following options:

• Correct
• Partially
• Wrong

Feedback helps to refine the suggestions, if the context of the conversation is similar.

Note:
If there are more than 50 suggestions for a conversation, when you close the
conversation or refresh the browser, by default the system displays the last 50
suggestions with the recent suggestions towards the bottom.

To view the previous suggestions, scroll up to load 50 previous suggestions.

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7.2.21 Handling Smart Suggestions

Smart Suggestions is a new feature supported in MiContact Center Business. This feature
provides Agents real-time suggestions for interacting with customers. It also helps the Agents
to reuse suggestions coming from historical data and reply templates in a new interaction. The
suggestions are picked from the database based on matching keywords found in case notes,
global reply templates, and chat, email, and SMS interactions.

This feature is available as the Suggestions drop-down menu in Web Ignite. A text box for
manual search is also available.

Note:
By default, the Smart Suggestions feature is enabled in YSE for a customer. An
administrator can disable the Smart Suggestions feature in YSE > Enterprise >
Smart Suggestions and select the Enable Smart Suggestions check box for
customers who do not want to use it.

An administrator can enable or disable Smart Suggestions for particular Agents and Supervisors.
To do this, go to YSE > Security Roles, and select a security role. Select the Ignite tab, and
toggle May See Suggestions, to enable and to disable the feature. This option is set to ON by
default.

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Note:
If an administrator sets the Enable Smart Suggestions option in YSE to ON
and sets the May see suggestions option to OFF or vice versa for an Agent or
Supervisor, the Web Ignite UI for Smart Suggestions does not appear for that Agent
or Supervisor. Agent and Supervisor must log out and log in if the UI elements were
already loaded on the browser.

7.2.21.1 Adding Suggestions

If an agent responds to an interaction and the response becomes available in the Web Ignite
history, it can be offered as a possible suggestion.

An agent or supervisor can also add a user note in a Case, or a supervisor can create a Global
Reply Template. For more information on Global Reply Templates, see Global Reply Template
section.

7.2.21.2 Deleting Suggestions

Only a Supervisor can remove suggestions from a list of suggestions. The Supervisor can
review cases and interactions and if there is any warning, or sensitive or irrelevant content in the

suggestion, the Supervisor can click the dislike icon to remove that suggestion from the list
of suggestions.

7.2.21.3 Influencing Suggestions

Supervisors and Agents can alter the popularity of suggestions in two ways:

• Click Like or Insert Response (when available) for suggested responses presented in
the Web Ignite Inbox or Queues sections.
• Find corresponding responses in the Web Ignite History or Cases sections and Click
the Like button. In addition to text-based search, users can use the Advanced Search
feature to find responses based on the number of likes or reuses, disliked responses,
or responses having warnings.

Popular responses get a minor score boost when they are suggested.

7.2.21.4 Anonymizing Suggestions

Content from the interactions that are marked as suggestions may be masked based on the
sensitivity of the data. Customer details that include customer name, credit card details, phone

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numbers, carrier tracking numbers, email addresses, and Social Security Numbers are masked
from suggested responses.

The system reminds the Agent that there could be sensitive data in a suggestion and that the
Agent must check before proceeding to present it as a response. The following disclaimer is
displayed for every suggested response:

Warning:

This may contain sensitive information about other customers

7.2.21.5 Rating Smart Suggestions

Every suggestion will be rated with a score, which is based on its relevancy (depending on how
well it matches with the content found in the interactions or the keywords manually entered during
a search) and its popularity (if you reuse or mark a like for any of the existing suggestions, the
system will increase the reuse count of a suggestion). Hover over the reuse icon to see who
reused a suggestion and when.

• Like: Agents and Supervisors can like an interaction or case in the inbox suggestion
response window, history, or in the case it is associated with. If they click the like icon
for a suggestion, the score of the suggestion will receive a minor boost, which will
increase the popularity of the suggestion.
• Warning: Agents can mark a warning for a suggestion. If they do so, a Supervisor can
see the warning and take the necessary action for that suggestion. If the warning can
be ignored, Supervisors can remove it by pressing the "x" button on it.

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Note:

• The other agents will see these warnings too and they cannot use the
suggestions that contain warnings. If you ignore a warning associated with a
suggestion and decide to reuse the suggested response anyway, Web Ignite
displays a message to confirm the decision so that warning is considered.
• Warning reasons are configured in YourSite Explorer by the Administrator. To
add Warning reasons, an Administrator must go to YSE > Enterprise > Smart
Suggestions and click Managing Warning reasons. Administrator will see a
list of preconfigured warning reasons, the list includes Ambiguous, Contains
Sensitive data, Contains typos, Incorrect, Obsolete by default.

To add new warning, click Add and enter the new warning reason and click Save.

To edit a warning, select a warning reason and click Edit; update the warning and click
Save.

Supervisors can also edit or delete an existing warning reason.

• Dislike: Only a Supervisor can dislike a response. The response is then not presented
in any list of suggestions.

7.2.21.6 Using Smart Suggestions

Agents can use these suggestions in Web Ignite for their responses while handling interactions.

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1. Select an interaction from the inbox or from the queue. The system searches the
content of email, chat and SMS interactions, and on finding a match for the text
entered by the customer, lists a set of suggestions.

For any media the Agent can search multimedia interactions, case user notes, and reply
templates by entering relevant text in the Suggestions text box displayed.
2.
Select a suggestion and click the See Response icon to view the suggested
response.
3. Select the Response to use the suggested response and click Insert response. This
will insert the selected suggestion as your response to the interaction you opened.

Note:
The Response check box is suggested only for chat, SMS, and notes and not for
email or templates. If you edit the response, the check box is automatically selected.

For presenting an email response, click View entire thread link to view the entire email
thread and use the response inline.

7.2.21.7 Stop Terms

Stop terms are the words or phrases that must be ignored in the incoming text when scoring
occurs. Only an administrator can manage Stop Terms.

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1. Go to YSE > Enterprise > Smart Suggestions.

2. Click the Manage scoring stop terms button.

3. Click Add and enter the terms (words or phrases) that you want to add.

You can also edit or delete an existing stop term.

7.2.22 Handling open media interactions

Open media interactions are automatically sent to your Inbox if you are the longest idle agent
or the agent with the highest skill level in your agent group, if your agent group uses skill levels.
Agents can also pick open media interactions out of queue.

When an open media item is routed to the desktop and accepted by an agent, depending on the
settings for the variables used for the API request (TargetUri and TargetUriEmbedded), one of the
following occurs:

• A URL launches as an external tab

• An HTTP interface is embedded into Ignite

The following explains how to

• Preview open media interactions

• Pick open media interactions out of queue
• Reply to open media interactions
• Transfer open media interactions
• Decline open media interactions
• Mark open media interactions as No Reply and Junk
• Place open media interactions on hold and retrieve open media interactions from hold

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7.2.22.1 Previewing open media contacts

If administrative configurations permit, agents can preview interactions before picking them out of
queue or handling them. The information available when previewing items in the queue depends
on the Preview Url settings used for the API request.

The following explains how to

• Preview open media interactions in queue

• Preview open media interactions in the Inbox

To preview an open media interaction in queue

1. Click Queues and select a queue.

2. Select an open media interaction to preview.

To preview an open media interaction in the Inbox

• Click Inbox and select an open media interaction to preview.

7.2.22.2 Picking open media contacts out of queue

Pick behavior occurs in the following ways: First, agents can pick interactions out of queue and
send them to the Inbox. Once ringing in the Inbox, the interaction can be accepted. Second,
agents can choose to pick and reply to an interaction in one motion. Choosing to pick and reply
sends the interaction to the agent's Inbox and immediately opens the interaction in reply mode.

For more information on ringing behavior, see "Ringing states in Ignite".

Note:

• Agents cannot pick or pick and reply to interactions from the queue if they are in
Do Not Disturb.
• Agents may only pick or pick and reply to interactions from the queue if they have
the appropriate permissions.

The following procedures explain how to

• Pick an open media interaction out of queue and handle the open media interaction
• Pick and automatically reply to an open media interaction

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To pick an open media interaction out of queue and handle the open media interaction

1. Click Queues and select the appropriate queue.

2. Select an interaction or hover over the item avatar and click Pick.

The open media interaction is transferred to your Inbox.

3. To handle the open media interaction, click Inbox and select the open media
interaction or hover over the item avatar.

To pick and automatically reply to an open media interaction

1. Click Queues and select the appropriate queue.

2. Select an interaction or hover over the item avatar and click Pick and Reply.

The interaction is transferred to your Inbox and opens in reply mode.

7.2.22.3 Replying to open media contacts

Once an open media interaction is in the Inbox, agents can reply to or otherwise handle it.

To reply to an open media interaction

• Click Inbox and select an open media interaction or hover over the item avatar and
click Accept.

7.2.22.4 Transferring open media contacts

Open media interactions can be transferred to queues or other agents within a contact center.

To receive transfers, devices must be enabled to handle the interaction’s media type. Agents
who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot receive
transferred open media interactions. Agents who are either in Busy/Make Busy or at their open
media Workload limit can receive transferred open media interactions.

Note:

You may transfer interactions only if you have the appropriate permissions.

To transfer an open media interaction

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1. Click Inbox and select an open media interaction or hover over the item avatar and
click Accept.

To transfer directly from the queue, click Queues,

To transfer from the Cases page, under Interactions tab, select the inqueue chat and click
Goto icon. The Queues page is displayed. You can now transfer the chat from the Queues
page.
2. Select the open media interaction or hover over the item avatar and click Transfer
icon.

Note:

Optionally you can select multiple interactions from the Inbox or the Queues page and
click Transfer. The Transfer window is displayed. The list of available Employees and
Queues are displayed in the Results section.

3. To transfer to an agent, in the Transfer window click Employees, select an employee

from the list and proceed to step 5.
4. To transfer to a queue, in the Transfer window click Queues and select a queue from
the list.

To search queues, type the name of the queue in the Search field.
5. To transfer the open media interaction, select the name of the appropriate person or
queue.

7.2.22.5 Declining open media contacts

Agents can decline offered open media interactions, sending the interaction back to the queue as
the longest waiting.

Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy
across all media capabilities. A System Make Busy and a requeue count is registered for the
employee. For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline an open media interaction

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• Click Inbox and select an open media interaction or hover over the item avatar and
click Decline.

7.2.22.6 Marking open media contacts as No Reply

and Junk
Occasionally, open media interactions requiring no reply reach queues and agents’ Inboxes.
Agents can mark these open media interactions either as requiring no reply or as junk.

Agents can also junk open media interactions directly from 'Failed', rather than attempting to
reroute them.

Marking interactions as No Reply and Junk removes the interactions from Ignite. If the item is in
queue or the Inbox, responses in progress are deleted.

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• Agents may only Junk interactions if they have the appropriate permissions.

To mark an open media interaction as No Reply or Junk from the Inbox

• Click Inbox and select an open media interaction or hover over the item avatar and
click either No Reply or Junk.

To mark an open media interaction as No Reply or Junk from the queue

1. Click Queues and select an open media queue.

2. Select an open media interaction and click either No Reply or Junk.

7.2.22.7 Placing open media contacts on hold and

retrieving open media contacts from hold
Agents may have to stop working on one open media interaction in order to work on other items.
In these cases, agents can put the active open media item on hold. Interactions on hold are
marked with a 'pause' icon.

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Note that administrative configurations may limit how long interactions may be on hold before
being requeued and a System Make Busy is registered for the employee. For information on this
limit, contact your supervisor or system administrator.

The following procedures explain how to

• Place an open media interaction on hold

• Retrieve an open media interaction from hold

To place an open media interaction on hold

• Click Inbox and select an open media interaction, or hover over the item avatar, and
click Hold.

To retrieve an open media interaction from hold

• Click Inbox and select an open media interaction on hold or hover over the item
avatar and click Remove Hold.

7.2.23 Handling Silent Monitoring in Ignite

Supervisors can silent monitor a call using Web Ignite through the following options:

• Agent State dashboard monitor

• Employee State dashboard

Note:
The Silent Monitoring option in the flyout menu will be visible if both the
supervisor and agent's voice agents are logged in.

Silent Monitoring through Agent State dashboard monitor:

• Select Silent Monitor from the flyout menu that appears while the Supervisor is
hovering over the voice agent's avatar. The Supervisor can see an Outbound call to
the agent in their inbox.
• When the silent monitored agent goes off hook, then the badge will display "MONITORING".

An agent can be silent monitored if they are in the idle, ACD, Non ACD or Outbound state

Silent Monitoring through Employee State dashboard

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• Select Silent Monitor from the flyout menu that appears while the Supervisor is
hovering over the Employee Avatar.

The Supervisor can see an Outbound call to the agent in their inbox, if the silent monitor is set
successfully. The inbox item shows a blue badge displaying "MONITORING" along with the
Silent Monitor icon.

Escalating the Silent Monitored call :

Once the silent monitoring is initiated, the Silent Monitoring button is no longer available when
hovering over the agent's avatar. Now, the next available monitoring level (Coach) is available.
Similarly, once Coach is enabled, the next available monitoring (Barge) level is available. The
color of the badge will change to yellow and the supervisor can now end the silent monitoring by
hanging up the outbound call.

Silent Monitoring level in Web Ignite can be escalated from Employee State Dashboard, Agent
State Dashboard or Inbox conversation.

Employee State Monitor

1. When the Silent Monitor is active on an Employee, and they are in ACD, hovering over
the Employee's avatar displays a Coaching ON flyout button
2. Clicking the Coaching ON button escalates the Silent Monitor to Coaching. The
Employee avatar should now display a lighter blue badge that says COACH ON as
well as the Coaching icon.
3. While the Employee is being coached, hovering over the employee's avatar shows a
Barge ON flyout button.
4. Clicking the Barge ON button escalates the Silent Monitor to Barge. The Employee avatar will
now display a yellow badge that says BARGE ON as well as the Barge icon.

Agent State Monitor

1. When Silent Monitor is active on an Employee, and they are in ACD, hovering over the
Agent's avatar shows a "Coach" flyout button
2. Clicking the "Coach" button escalates the Silent Monitor to Coaching. The Agent
avatar should now display a badge that says "Coaching ON"
3. While the Agent is being coached, hovering over the agent's avatar shows a Barge
ON flyout button.
4. Clicking the Barge ON button escalates the Silent Monitor to Barge. The Agent avatar will now
display a yellow badge that says BARGE ON as well as the Barge icon.

Inbox

1. Hovering over a silent monitored call in the inbox, or in the call details header will
show a "Coaching ON" button.

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2. Clicking the Coaching ON button will escalate to Coaching, and will change the text in
the badge to "COACH ON".
3. Once Coaching has been enabled, hovering over the call in the inbox or in the inbox details
pane will now display a Barge ON button.
4. Clicking the Barge ON button will escalate to Barge, change the color to yellow and text to
Barge ON.
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