CX Ignite Preview Dialer
Specifications:
- Product: Mitel CX Ignite Preview Dialer
- Release Version: 1.0
- Document Version: 1.0
- Release Date: April 2025
Product Information:
Introduction:
The Mitel CX Ignite Preview Dialer is a professional service
component designed to enhance outbound operating efficiency within
the Mitel CX system. It works in conjunction with the Mitel CX Web
Ignite and Your Site Explorer.
About this manual:
This manual provides information on the features and
requirements for running the Ignite Preview Dialer. For more
details on features or options, refer to the Mitel CX Installation
and Administration Guide and Mitel CX Digital Installation and
Deployment Guide.
Requirements for running Ignite Preview Dialer:
Professional service providers must purchase and install the
Ignite Preview Dialer. It is a web application that requires
integration with Mitel CX Web Ignite and Your Site Explorer.
Features of Ignite Preview Dialer:
- Enhances outbound call campaign efficiency
- Provides insights into agent performance
- Works with Your Site Explorer and Mitel CX Web Ignite
Product Usage Instructions:
About Ignite Preview Dialer:
The Ignite Preview Dialer enables Mitel CX managers to create,
configure, and run outbound preview call campaigns using existing
tools such as Your Site Explorer and Mitel CX Web Ignite.
Accessing Ignite Preview Dialer:
To access the Ignite Preview Dialer, open a web browser and
enter the URL: http://[Your MiCC Server IP
address]/previewdialeradmin/. This will display the Ignite Preview
Dialer home page.
Working with Campaigns:
The Campaigns screen allows you to manage existing campaigns by
editing and defining their properties, as well as creating new
campaigns.
FAQ:
Q: Can the Ignite Preview Dialer be used without Mitel CX Web
Ignite?
A: No, the Ignite Preview Dialer requires integration with Mitel
CX Web Ignite to function effectively.
Q: How can I obtain additional support for the Ignite Preview
Dialer?
A: For additional support, please contact Mitel’s legal
department at legal@mitel.com or refer to the provided website for
more information.
Mitel CX
Mitel CX Ignite Preview Dialer User Guide
Release 1.0 Document Version 1.0 April 2025
Notices
The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL®).The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. No part of this document can be reproduced or transmitted in any form or by any means electronic or mechanical – for any purpose without written permission from Mitel Networks Corporation.
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The trademarks, service marks, logos and graphics (collectively “Trademarks”) appearing on Mitel’s Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks Corporation (MNC), its affiliates, parents, or subsidiaries (collectively “Mitel”) or others. Use of the Trademarks is prohibited without the express consent from Mitel. Please contact our legal
department at legal@mitel.com for additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please refer to the website:http://www.mitel.com/trademarks.
®,TM Trademark of Mitel Networks Corporation
© Copyright 2025, Mitel Networks Corporation
All rights reserved
Contents
1 Introduction………………………………………………………………………………..1
1.1 Overview………………………………………………………………………………………………………………………1 1.2 About this manual………………………………………………………………………………………………………… 1 1.3 Requirements for running Ignite Preview Dialer……………………………………………………………….. 1 1.4 Features of Ignite Preview Dialer…………………………………………………………………………………… 1
2 About Ignite Preview Dialer……………………………………………………….. 3
2.1 Overview………………………………………………………………………………………………………………………3 2.2 Accessing Ignite Preview Dialer…………………………………………………………………………………….. 3 2.3 Working with Campaigns………………………………………………………………………………………………. 3
2.3.1 Managing existing Campaigns……………………………………………………………………………….4 2.3.2 Managing Schedules…………………………………………………………………………………………….8 2.3.3 Managing Dispositions……………………………………………………………………………………….. 10 2.3.4 Managing Reports………………………………………………………………………………………………12
3 Agent working with Campaigns……………………………………………….. 15
3.1 Overview…………………………………………………………………………………………………………………….15 3.2 Accessing Campaigns………………………………………………………………………………………………….15 3.3 Viewing the configured scripts of Campaign………………………………………………………………….. 16 3.4 Working with Dispositions……………………………………………………………………………………………. 17
Introduction
1
This chapter contains the following sections:
· Overview · About this manual · Requirements for running Ignite Preview Dialer · Features of Ignite Preview Dialer
1.1 Overview
The Ignite Preview Dialer is a professional service component that must be purchased and installed by professional service providers. Ignite Preview Dialer is a web application that works in conjunction with the Mitel CX Web Ignite and Your Site Explorer to increase the outbound operating efficiency of the Mitel CX. The Ignite Preview Dialer provides the following features:
· Outbound preview call assignment, which enables you to optimize your Mitel CX software investments. · Reporting based on outbound call campaigns, which provides you with valuable information concerning
the success and failure of your agents and outbound campaigns.
1.2 About this manual
This document provides a brief overview of the Ignite Preview Dialer. To make full use of this guide, you must have working knowledge of the Microsoft® Windows operating environment, Microsoft Excel, and Contact Center Management.
For additional information about Mitel CX Web Ignite and YourSite Explorer features or options referenced in this manual, see the Mitel CX Installation and Administration Guide and Mitel CX Digital Installation and Deployment Guide.
1.3 Requirements for running Ignite Preview Dialer
The Ignite Preview Dialer is a custom software designed to meet your specific Mitel CX needs. The Ignite Preview Dialer requires the following software to function: · MiCC-B Version 9.0 or later · A Mitel CX Voice Employee license for each agent that needs to use the Ignite Preview Dialer.
1.4 Features of Ignite Preview Dialer
The Ignite Preview Dialer offers the following features:
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· Flexible campaign creation · Specific reports related to your outbound campaigns · Managing your campaigns · Support for creating and modifying schedules for your campaigns
About Ignite Preview Dialer
2
This chapter contains the following sections:
· Overview · Accessing Ignite Preview Dialer · Working with Campaigns
2.1 Overview
The Ignite Preview Dialer enables Mitel CX managers to create, configure, and run outbound preview call campaigns using the existing functionality of YourSite Explorer and Mitel CX Web Ignite. The tools required to organize and manage your campaigns are available in the YourSite Explorer after the Ignite Preview Dialer is installed.
2.2 Accessing Ignite Preview Dialer
To access the Ignite Preview Dialer, open a browser and type http://[Your MiCC Server IP address]/previewdialeradmin/.
The Ignite Preview Dialer home page is displayed.
2.3 Working with Campaigns
The Campaigns screen allows you to manage, that is, edit and define the properties of an existing campaigns; as well as create campaigns.
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About Ignite Preview Dialer
2.3.1 Managing existing Campaigns
The Manage Current Campaigns screen displays all the running, paused, stopped, and pending campaigns created in Ignite Preview Dialer This screen allows you to control and edit the existing campaigns using the individual campaign control buttons.
To manage an existing Campaign:
1. Click Manage. 2. The Manage Current Campaigns screen is displayed. You can view all the existing campaigns. 3. The buttons adjacent to the existing campaigns enable you to control individual campaigns.
· Details– Displays the selected campaign details in the View Campaign Details screen. You can also edit the details in the View Campaign Details screen. Click Edit to edit the campaign details. Click Back to List to navigate to the Campaigns screen. You can do the following modifications to the selected Campaign: · Edit the campaign. · Add dispositions to the campaign. · Import items to the campaign.
· Dispositions — Add disposition codes to the campaign. · Pause/Play– Pauses or plays the campaign. · Force Stop — Stops the campaign. · Import– Imports customer data file for the campaign.
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About Ignite Preview Dialer
2.3.1.1 Creating Campaigns:
1.
In the Configure drop-down list, select Campaigns. The Campaigns screen opens. 2. Click Create New.
The Create Campaign screen opens.
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About Ignite Preview Dialer
3. In the Create Campaign screen, specify the following details for the campaign:
· Name– Assign a name for the campaign. · Start Date — Specify the date the campaign starts. · Expiry Date– Specify the date the campaign ends. · Campaign Type — Select the type of campaign:
· Progressive– Select this if you want the dialing to be automated after timeout. · Preview– Select this if you want the dialing to be manual based on the agent acceptance. · Make Busy Code — Specify the make busy code to place the agent before broadcasting the campaign items. · Schedule– Select a schedule from the drop-down list. See (add link for creating schedule), to create a new schedule. · Scheduled Requeue Time (sec) — Specify the default duration a campaign item is placed back into the campaign after an agent selects a disposition code that performs a requeue on the campaign item. · MiCC Queue — Specify the queue to assign the campaign to. This monitors the number of agents in the queue to facilitate blending of inbound and outbound interactions. · MiCC Agent Group — Specify the agent group to assign the campaign to. This monitor the agents who are idle and the duration they have been in the idle state. This is also used to facilitate blending of inbound and outbound interactions. · Number of available Agents — Specify the number of agents in the queue before an item is presented to the agent. · Duration of available Agents — Specify the duration the agent can be idle before an item is presented to the agent. · Timeout — Specify the duration for which a campaign item is presented to an agent before it is automatically requeued. In progressive mode, this is the duration for which the item is presented to the agent before the system automatically forces the agent extension to dial the item. · CPN substitution– Specify your outgoing caller ID. · Max Requeue Count– Specify the number of times a campaign item can be requeued using the selected disposition code. Once the campaign reaches the Max Request Count, the campaign is marked as Max Requeued.
If this field is set to 0, the campaign is requeued an infinite number of times. 4. Click Create.
2.3.1.2 To view the details of an existing Campaign:
1. Navigate to Configure > Campaign. 2. Select the required campaign and click Details.
Alternatively, you can navigate to Manage > View to view the details of the campaign.
The View Campaign Details screen opens. You can view details of the selected campaign in this screen. 3. Click Edit to edit the existing field details.
Click Back to List to navigate to the Campaigns screen.
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About Ignite Preview Dialer
2.3.1.3 To edit an existing Campaign:
1. Navigate to Configure > Campaign. 2. Select the required campaign and click Edit.
Alternatively, you can navigate to Manage > View page and click Edit. The Edit Campaigns screen is displayed. 3. Once the fields are updated, click Save. Click Back to List to navigate to the Campaigns screen.
2.3.1.4 To import customer data:
1. Navigate to Configure > Campaigns. 2. Select the desired campaign and click Import Items.
Alternatively, you can navigate to Manage > Import Items. The Import Campaign Items screen is displayed. 3. Browse to select the customer data file and click Upload.
Click Back to List to navigate to the Campaigns screen. Field mappings are displayed if a valid file is uploaded.
For details about customer data files, see Defining and modifying customer data.
2.3.1.5 To define and modify customer data
The customer data file contains the information displayed to agents when they are prompted to make calls using Contact Center Client. This information includes: customer names, phone numbers, scripts, and so on. The customer data files are saved in either .csv or .xlsx format.
You can upload the customer data files to the campaigns that you select. The Ignite Preview Dialer uses pre-defined fields that are associated to the first row in the customer data file, which is defined as headers of the column. The Ignite Preview Dialer supports the following column headers:
1. AccountNumber (Optional) 2. AccountName (Optional) 3. ContactName (Mandatory) 4. PlaceHolder1 (Optional) 5. PlaceHolder2 (Optional) 6. PlaceHolder3 (Optional) 7. PlaceHolder4 (Optional) 8. PlaceHolder5 (Optional) 9. Script1 (Optional) 10. Script2 (Optional) 11. Script3 (Optional)
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About Ignite Preview Dialer
12. Phone1 (Mandatory) 13. Phone1Desc (Mandatory) 14. Phone2 (Optional) 15. Phone2Desc (Optional unless you have a Phone 2 Field) 16. Phone3 (Optional) 17. Phone3Desc (Optional unless you have a Phone 3 Field) 18. Phone4 (Optional) 19. Phone4Desc (Optional unless you have a Phone 4 Field) 20. Phone5 (Optional) 21. Phone5Desc (Optional unless you have a Phone 5 Field) 22. Phone6 (Optional) 23. Phone6Desc (Optional unless you have a Phone 6 Field)
2.3.2 Managing Schedules
The Schedules screen enables you to create a new schedule, view and edit schedules, and delete an existing schedule.
2.3.2.1 To create a new Schedule:
1. In the Configure drop-down list, select Schedules. The Schedules screen opens.
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About Ignite Preview Dialer
2. Click Create New. The Create New Schedule screen is displayed.
Enter the following details to create a new schedule: · Name — Assign the name for the schedule. · Start Time — Enter the Start Time for the campaign to start the campaign. · End Time — Enter the End Time for schedule to stop the campaign. · Enabled — Specify whether the day is enabled or disabled for the campaign. 3. Click Create. The new schedule is created.
2.3.2.2 To view the details of an existing Schedule:
1. Navigate to Configure > Schedules. 2. Select the required Schedule and click Details.
The View Schedule Details screen displays the fields of the selected schedule. 3. Click Edit to edit the existing field details.
Click Back to List to navigate to the Schedules screen.
2.3.2.3 To edit an existing Schedule:
1. Navigate to Configure > Schedules. 2. Select the required Schedule and click Edit.
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3. Once the fields are updated, click Save. Click Back to List to navigate to the Schedules screen.
2.3.2.4 To delete an existing Schedule:
About Ignite Preview Dialer
1. Navigate to Configure > Schedules. 2. Select the required Schedule and click Delete. The selected schedule is deleted. 3. Click Back to List to navigate to the Schedules screen.
2.3.3 Managing Dispositions
The disposition screen allows you to create a new disposition and edit existing dispositions.
2.3.3.1 To create a new Disposition:
1. In the Configure drop-down list, select Dispositions. The Index screen is displayed.
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About Ignite Preview Dialer
2. Click Create New. The Create New Disposition screen opens.
Enter the following details to create a new schedule: · Name — Assign the name for the schedule. · Description–Enter a description for the disposition. · Completed/Enabled — Select Completed or Enabled.
· Select Enabled when creating a new disposition. If Enabled is selected, the Campaign is either available in the disposition list or indicates that the Campaign is not for agents.
· Select Complete to mark the completion of the Campaign item. If unchecked, the Campaign item is available for requeue.
Note: Enabled and Completed are optional fields.
3. Click Create. The new disposition is created.
2.3.3.2 To view the details of an existing Dispositions:
1. Navigate to Configure > Dispositions. 2. Select the required disposition and click Details.
The Details Disposition screen displays the fields of the selected disposition.
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3. Click Edit to edit the existing disposition. Click Back to List to navigate to the Index screen.
2.3.3.3 To edit an existing Disposition:
About Ignite Preview Dialer
1. Navigate to Configure > Dispositions. 2. Select the required disposition and click Edit. 3. Once the fields are updated, click Save.
Click Back to List to navigate to the Index screen.
2.3.3.4 To add Dispositions codes to Campaign:
1. Navigate to Configure > Campaigns. 2. Click the Dispositions button beside the campaign for which you want to add the disposition code.
The Manage Campaign Disposition Codes page is displayed. 3. Select the disposition code from the Disposition Codes list. 4. Click Add.
Note:
If the disposition is configured as requeue, you can specify the duration for the campaign item to be requeued. The value 00:00:00 will automatically use the default scheduled requeue time for the campaign.
2.3.3.5 To delete Dispositions codes from Campaign:
1. Navigate to Configure > Campaigns. 2. Click the Dispositions button beside the campaign for which you want to delete the disposition code.
The Manage Campaign Disposition Codes page is displayed. 3. From the Assigned Disposition list, select the check box beside the disposition code you want to
delete. 4. Click Update.
2.3.4 Managing Reports
The Reports screen allows you to generate reports for Campaigns.
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About Ignite Preview Dialer
2.3.4.1 To generate reports of Campaigns:
1. Click Reports.
The Reporting screen opens with the list of existing Campaigns. 2. Select the Start Created Date and the End Created Date for which you want to generate the report
and click Filter.
The list of campaigns available during this duration is displayed in the Select Campaign box. 3. Select the campaign from the list and click Generate Activity Report.
This generates a Microsoft Excel spreadsheet containing information related to the activities of a campaign and the agent actions within it.
The following defines the column headings for the Campaign Activity report:
Heading Campaign Name Created Date Start Dat
Expiry Date
Definition Name of the Campaign Date the Campaign was created Date the campaign is set to start.
Date the Campaign is set to end
Completed Date
Date the Campaign ended
Status
Status of the Campaign
Distributed Activities
Number of outbound calls that were distributed to agents
Completed Activities
Number of outbound calls that agents marked as completed using Disposition
Failed Activities
Number of outbound activities that agents marked as failed using Disposition
Requeued Activities
Number of activities that were requeued by the application
Scheduled Requeue Activities
Number of outbound calls sent back to the queue by agents
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Rejected Requeue Activities
Remaining Activities
Number of outbound activity requests that were rejected by agent
Number of outbound activities remaining in a Campaign to be distributed to agents
Agent working with Campaigns
3
This chapter contains the following sections:
· Overview · Accessing Campaigns · Viewing the configured scripts of Campaign · Working with Dispositions
3.1 Overview
This section explains how the agents can access and use the Ignite Preview Dialer.
3.2 Accessing Campaigns
Complete the following steps to access the campaigns in the Ignite Preview Dialer: 1. In a browser, type http://[Your MiCC Server IP address]/ previewdialeradmin.4 2. On the login page, enter the MiCC Server IP address and the agent credentials. Click Login.
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Agent working with Campaigns
3. Log in to the phone by entering the agent extension and password. The Web Ignite agent interface loads on the left side and the Notification Panel, which is the agent Ignite Preview Dialer panel, loads on the right side.
Following are the agent Ignite Preview Dialer buttons:
is used to accept a call. is used to reject a call. is used to requeue a call. is used to try calling again. This button is enabled only after a call is placed.
3.3 Viewing the configured scripts of Campaign
The Notification Panel displays the agent information when the threshold specified in the campaign is reached for the agent.
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Agent working with Campaigns
To view the scripts for the campaigns:
1. Log in to the Ignite Preview Dialer. See Accessing campaigns.
2. If the agent details are displayed in the Notification Panel, click the Scripts tab to view the configured scripts for campaigns.
3.4 Working with Dispositions
The Dispositions tab is displayed automatically after a call completes successfully. If the call fails or is not answered, the agent needs to open the Dispositions code tab manually. To open the Disposition tab:
1. Log in to the Ignite Preview Dialer. See Accessing campaigns.
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2. Click the Dispositions code tab on the Navigation Panel.
3. The agent can select the Disposition from the Select Disposition drop-down list to indicate whether the campaign is completed or requeued.
4. The agent can set the Override Requeue Options either by clicking the Default Campaign Timeout radio button or change the time by selecting the Override Hours and Min or entering the Override Date and Time.
5. Click to submit the selected details.
6. Click to navigate to the Campaigns list.
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Documents / Resources
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Mitel CX Ignite Preview Dialer [pdf] User Guide CX Ignite Preview Dialer, Ignite Preview Dialer, Preview Dialer, Dialer |