HOWTO - Ignite manual configuration settings

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HOWTO - Ignite manual configuration settings


Article ID: 51775 - Last Review: December 18, 2012

INFORMATION 

In Ignite there are several configurations that can be customized to meet the needs of your contact center users.  The two most common configuration options that are utilized are as follows:

LimitAgentScope:  This config option allows you to set the Ignite Dashboard to only allow the agent to see Agents and Queues for which they are associated/assigned.

Default setting here is ‘False’, meaning agents will be able to see ALL agents and queues in the enterprise.

SetBusyOnDesktopLock:  This config option allows you to set Ignite to leave agents as ‘Available’ (or Idle) if they walk away from the PC resulting in it going into a locked state.  Be careful, as this means they will be offered calls even though they may not be available.  This is more commonly seen with agents that have wireless headsets and may step away with their headset to talk to other people (but are still monitoring their ACD).

Default setting here is ‘True’, meaning agents that have their PC lock while Available, will automatically be set to System Make Busy to ensure they are not getting routed calls when they may not be at their desk.



INSTRUCTIONS

To edit these two settings, you will have to follow these steps:

1. Navigate to the install location for Ignite.

The default location is:  C:\Program Files (x86)\prairieFyre Software Inc\CCM\Applications\Ignite\

NOTE:  remove the (x86) on a 32 bit PC

2. From this folder, find Ignite.exe.config, right click and open with Notepad.

3. Here you will see many options, but you are specifically looking for the <appSettings> section.  In here you will find the 2 config options (listed below), in which you can change their true or false status to meet your sites needs.

<add key="LimitAgentScope" value="false"/>
<add key="SetBusyOnDesktopLock" value="true"/>

4. Once changed, Save the file.  Ignite must be relaunched for the settings to take effect.

 

APPLIES TO

Ignite 5.10.0.0 

Keywords: manual config configuration ignite



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Details
Last Modified:Tuesday, December 18, 2012
Last Modified By: amontpetit
Type: HOWTO
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