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Mitel: Basic Navigation

Accessing Mitel Ignite Mitel Ignite is the telephone system we use for taking/making calls on the Support Line. Signing into the Mitel Ignite platform means we’re able to accept calls from service users who call the support line. We access the Mitel Ignite platform through the web browser (not the app), so you’ll need to type this into your browsers address bar: https://cx.redcross.olivecloud.io/ignite. The homepage will look like this:

Version number 1

Published 22 September 2020

Latest update n/a

Contents • Accessing Mitel Ignite pg.1

• Logging in pg.2

• Agent State pg.2

• Agent Group pg.3

• Inbox: Details of current call and call handler actions pg.4 - Putting a caller on hold pg.5 - Transferring a caller pg.5

• Dashboard pg.8

• Logging out pg.11

• Further support pg.12

New items added n/a

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Logging in Your login details should have been emailed to you, if you’re having trouble logging in please contact the tech support team on 0203 841 2324. Once you’ve logged in you’ll see this screen:

Make sure you’ve selected ‘External number’ as is displayed above. The number you will be accepting calls on (whether that is your landline or mobile) will be displayed underneath that selection. Then click ‘Login’. You should now be logged in and showing as ‘Available’ in the top right corner, underneath your initials/name.

Clicking on your initials in the right hand corner will also allow you to change your agent state and agent group

Agent State Your ‘Agent State’ controls whether or not you will receive calls when logged in. By clicking on your initials, you’ll see the screen below. Make sure ‘State’ is selected as it is below:

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If you’re marked as ‘Available’, you will receive calls from Service Users on the National Support Line. When you finish a call, your state will change from ‘Available’ to ‘Work Timer’, this is an automatic timer which begins once you’ve finished a call to give you time to write up the call on Dynamics. This work timer is 15 minutes, and once the time runs out your state will automatically change back to ‘Available’. If you finish writing up your notes before this timer ends, you can put yourself back on ‘Available’ whenever you’re ready to accept calls again. If you need additional time, you can click on ‘Busy’ in the list above, and select ‘Additional Wrap Up Time’.

You can also select from this list when you’re on your scheduled break, or if you need a comfort break during your shift. Remember to change your state back to ‘Available’ once you’re ready to accept calls again.

Agent Group You can also control your ‘Agent Group’ in this section of Mitel. After clicking on your initials in the top right corner, select ‘Agent Group’ and you’ll see a screen like this one:

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You may have more than one telephone line listed here, but the one you need to select as an operator is the one shown above, ‘National Sup Line’. You’ll notice in the screenshot above the phone symbol next to ‘National Sup Line’ is grey, in order to be available on the line this phone needs to be blue. To do this, hover over the initials of the Support Line, so the NL. When you hover over the initials you’ll see a tick and cross appear. Click the tick, then you’ll see the phone turn blue, and you should click ‘Update’.

Following these steps will make sure you’re accepting calls from Service Users on the National Support Line. (If you’re a supervisor on a supervisor shift, you’ll need to follow the same steps to assign yourself to the supervisor Line, and click the ‘X’ on the National Support Line group, and click ‘Update’ to make sure you are available on the supervisor line.)

Inbox: Details of current call and call handler functions The inbox view on Mitel is extremely useful to see details of a call you’re currently on, as well as being a useful tool for handling the call. Your inbox can be accessed by clicking the ‘Inbox’ button on the left hand side of the Mitel screen. If you’re not on a call, there won’t be much to see here, but if you receive a call it will look like this:

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Sometimes you might need to click on the blue bar where it says ‘Voice’ to bring up the information about the call to the right of the screen in the screenshot above. In this view you can see the details of the call such as when it was received, the duration, and the full telephone number of the caller.

Putting the caller on Hold You can also see a selection of blue buttons have appeared. The first of these buttons is to put the caller on ‘Hold’.

You may want to put the caller on hold while you search for a signposting telephone number or relevant information for the caller. You can also put your caller on hold by pressing 1 on the keypad of your phone. To take them off hold, simply press 1 again. When your caller is on hold, the top right of the screen will look like the image below. To take the caller off hold, you press the ‘Play’ button. Transferring a call We can also transfer calls in this section of Mitel by clicking the button that’s highlighted below.

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You may want to transfer a caller to your supervisor because you’re unsure of how to support them, or you just want some advice. When you click the button to transfer a caller, your Mitel screen will look like this.

To transfer to your supervisor, simply type in ‘Super’ into the box and you’ll see ‘National Line Super’ appear. Then hover over the initials NS, or any other part of the line and you’ll see that two more buttons appear. The button with the arrow will perform a ‘Blind Transfer’. This means the supervisor and the caller (service user) will be connected and you will be disconnected from the call. It’s best practice to always brief the supervisor about any calls that will be sent their way. This means the supervisor is prepared to accept a call of this kind and leads to a better service for the caller. We can do this through following the next few steps:

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When we hover over the NS another option also appears alongside the ‘Blind Transfer’ button, ‘Consultation Call’. When we select this button, the caller (Service User) is put on hold, and we will be able to speak to the Supervisor. Your screen will look like this: This would be an opportunity to explain any concerns to the Supervisor, or ask for any advice, or describe the details of the call ready for them to take over the call. Once the Supervisor has answered the call, more buttons will appear in the top right of the screen giving you the opportunity to choose what happens to the call.

The button with the single arrow is the ‘Complete Transfer’ button, selecting this button will connect the caller and the supervisor, and disconnect you from the call.

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Another button which is available is ‘Conference’, this button will take the caller (Service User) off hold and connect them to you and the Supervisor, so the three of you will be in a call together. This option is less common when transferring a call to the Supervisor, but it is a useful tool when Language Line is required. (The full guide for Language Line is available on the Operator Manual.)

Dashboard Your dashboard can be used to see the status of the other operators on your shift, your position in the queue to receive a call, as well as the availability of your supervisor on shift. You do not need to have this feature on Mitel to receive calls and call your supervisor, but it can be a useful view during your shift. To view the Dashboard page, click on ‘Dashboard’ on the left of the screen on Mitel. Once on this page, click on the plus sign in the top right corner that’s highlighted above. Clicking the plus will create a new dashboard, and it will make your screen look like this:

Then click ‘Add Widget’.

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Then this screen will appear:

We want to select ‘Agent State’ from the list above. Then your screen will look like this: Then click the small cog that is highlighted above. Clicking this cog will bring up a list of all the agents on the Support Line. You’ll need to scroll down and click ‘Show more’ until you reach the bottom of the list.

Once you’ve scrolled down to the bottom of the list, scroll all the way back up to the top and select the small square with the phone next to it. This will select every agent.

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Once every agent has been selected, click ‘Apply’.

Your screen will then look like this on Mitel:

Then click ‘Save’ to make sure you don’t have to re-do this every time you sign in. Names in the ACD column are those who are currently on a call with a Service User on the National Support Line, Idle is those who are available to take a call, Non ACD shows those who are on an internal call, making an outbound call, or just not on a call that has come from a Service User on the National Support Line. Unavailable describes those who are currently on a break, or those who are on their work timer after taking a call. Offline describes those who are not logged in. You’ll notice when creating your own dashboard that the names in the lists are not only operators who are on the National Support Line, but also tech support. Also, as new operators sign up to the Support Line, their names wont automatically appear on this list, so it’s a good idea to create a new dashboard every now and again to ensure all operators are present. (Alternatively, you could edit your dashboard and click the cog as shown above, follow the steps to ensure everyone has been selected.’

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Logging out When you finish your shift, it’s very important to log out of Mitel to ensure you don’t get any calls when you’re off shift. To do this, click on your initials in the top right of the screen.

Clicking your initials will bring up the ‘Agent State’ screen: Select ‘Logout’ at the bottom of this list, then you should see this screen.

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Further Support On the Operator Manual, you will find more information for Mitel, such as making outbound calls, and the process for Language Line.