Ignite

Service Group

Faculty/Staff 

Service Dependencies

Network and Phone System

Service Department:

Infrastructure and Computing Services

Service Description

Brief Description:
The Ignite online software is used by the Call Center, Help Desk, and other college support staff to manage and answer inbound ACD phone calls remotely.
Features:
This software allows you to set your availability, log into your ACD groups, setup individual ACD dashboards for departments, and view call history.
Available Hours:
The Ignite software is available 24/7. 

Help
How to Access:
Please submit a ticket into the Service Desk.

Enter 10.82.100.202/Ignite in the address bar of a web browser.
Enter in your username and password that was provided by Information Services. 

FAQ's:
None

Training Available:
Contact the Service Desk for questions about training. 


SLA

All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Immediate to 1 hour
Resolution Time: 3 hours or until fixed
Email Leadership Team
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business day
Resolution Time: 1 business day
Email Leadership Team
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 3 business days
Email Leadership Team
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 6 to 15 business days

Status


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 

Documentation

Creation date: 12/15/2021 11:45 AM      Updated: 3/30/2023 3:43 PM