MiCollab Softphone and Ignite
Introduction
A software phone (abbreviated to softphone) is an application that allows users to make phone calls over the internet using their device.
This removes the need for a physical desk phone, easing the use of a telephone whilst working from home.
Your device would need an internet connection, and the MiCollab
software to make use of this.
You’ll also need a headset, in place of a traditional phone handset.
Existing desk phone headsets can be converted for use with the softphone.
Enabling or Disabling the Softphone
By default, your softphone when opened will be disabled; you
will not be able to make or receive calls.
This is indicated by your extension showing as grey in the bottom right
corner.
To enable your softphone, select on ‘SoftPhone’, and toggle the slider, it will
turn blue indicating it is enabled:
When your Softphone is enabled, you are automatically put into an Idle state on Ignite.
Incoming Calls
When you receive an incoming call, your softphone will ring
via the default audio output, this can be set to be the device speakers, the
headset or both.
If you do not answer the call after 20 seconds your softphone will
automatically be disabled.
You will be required to enable your softphone again before you will be able to
make or receive a call.
In Call Functions
During a call, the MiCollab client will display the call
controls as well as some information about the caller:
By selecting ‘More’ you can transfer or conference the
current call, when selecting either of those options you are then presented
with a box to find a contact from the directory or type the number you wish to
transfer or conference to/with.
Once the number or contact has been entered into the search
field, you can select the options in the bottom right corner of the window to
complete the operation. The contact will either then be added to the call as a conference
or receive the call as a transfer.
Making a Call
To make a call, ensure your softphone is enabled, and then from the search bar type in the name, number or extension of the person you wish to call.
If you are dialling a phone number, once entered you can begin the call by pressing the enter key.
If you are calling someone from the phone book, once you have located them, hover over their name and click the blue circle with a phone icon:Contacts
The MiCollab softphone contacts are derived from the phone system and includes all internal extensions plus any external contacts setup previously. Company mobile phones should also be listed.
Should you wish to add contacts of your own, create it within Outlook and it will then sync with the phone system and enable you to call them.Ignite Overview
Ignite is a web-based platform which displays call queues and agent states.
It is used for teams which handle incoming calls and can be accessed on the following links:
Fred. Olsen Travel - https://ignitefot.fredolsen.co.uk/ignite
Fred. Olsen Cruise Lines - https://ignite.fredolsen.co.uk/ignite
If required, you will be provided a username and password.
Changing Statuses within Ignite
There are four different statuses’ on Ignite which determines your availability to take calls:
· Available
o You are idle, ready to take incoming calls.
· Busy
o This takes you to a sub-menu where you must select your reason or “make busy” code.
· Do Not Disturb
o Similar to busy; you will be taken to a sub-menu to select a reason.
· Offline
o
This disables your Softphone so you will not be
able to make or receive calls.
Toggling in or out of Call Groups
Within Ignite users can toggle themselves in or out of different call groups that they have been assigned to as and when they are required to answer calls from that group.
To toggle themselves in or out of the group, in the top
right corner, click on their name, on the pop up menu select Agent Groups, you
will have a list of the groups assigned, click the phone icon to toggle (blue
for on, grey for off) then select Update when finished.
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