Using BCIT Contact Center tools: iceBar and Teams

BCIT is transitioning from Cisco Unified Contact Center Express to a Microsoft Teams-enabled contact center solution to modernize our systems and align with our cloud-first strategy. Our current system is outdated, running on end-of-life software and aging servers that cannot be upgraded. This migration will integrate with the Teams Voice infrastructure, reduce technical debt, and retire legacy systems while providing access to modern and improved capabilities.

Note: You can access iceBar using either a web browser or the application installed on your laptop.

If you want the application on your desktop but don’t see it, you can now download the app from BCIT’s Company Portal:

1. On your Windows taskbar, type “Company Portal” in the search box and open the app when it appears.
   
2. On the Home page, find and click iceBar. If it’s not listed, use the search bar at the top.
   
3. Click Install on the app details page to start the download.
   
4. During the installation, a black command window may appear – this indicates the installation is in progress. You can leave this open. It will disappear when done.
   
5. Once complete, a message will confirm the installation.
   
6. The iceBar icon will appear on your desktop, ready for use.
   

During the initial rollout of this new software, the ITS Telecommunications department will provide training to Supervisors and Agents.

Going forward, training will generally be conducted within individual departments, as each may have its own specific queue policies.

For additional training, a self-directed e-learning course from the vendor is available and can be accessed through any web browser. Follow the steps below to get started.
Note: The training may reference using iceBar with icePhone. However, since BCIT uses Teams, iceBar is used with Teams at BCIT.

1. Go to http://edu.iceuc.com/
2. Log in using the Username and Password. These credentials will be provided to your supervisor by the BCIT iceBar Administrators—please consult with them.
3. Click on the course titled 1-ice 14 – iceBar Training to launch the self-directed course covering the basics of iceBar.

Please be aware that in order to complete this training you will need:

• iceBar installed and functioning at your work station.
• Training Username and Password.
• A laptop and Microsoft Teams.
• Speakers or earphones.
• Approximately 1.5 hours to complete the training.

While ice and Teams function without VPN, it is strongly recommended to use VPN when working remotely. VPN ensures secure access to BCIT systems and protects other integrated applications used alongside ice and Teams.

Please reach out to your Supervisor, who has access to reset your password using iceManager.

In iceBar, calls are managed based on a predetermined priority to ensure efficiency and effective customer service. Not all departments may enable Callbacks or Voicemail as part of their workflow. However, for those that do, the priority sequence is as follows:

Priority Order of Calls:

1. Live Calls: Voice calls in progress are always given the highest priority.
2. Callbacks: Requests for a Callback are addressed after all live calls have been resolved.
3. Voicemails: Voicemail messages are handled last.

Important Note: If a live caller opts for a Callback or leaves a Voicemail, they forfeit their place in the queue. Agents will prioritize resolving all live calls before attending to Callbacks, followed by Voicemails.

Some departments at BCIT have chosen to use Line of Business (LOB) tracking for calls, while others have not. LOB is a system that allows staff to categorize calls by selecting the appropriate call type from a prompt that appears after each call ends. This helps departments track the nature of incoming calls, streamline workflows, and gather useful data for reporting and service improvements. The selection options within LOB can be adjusted by ICE Administrators in consultation with department Supervisors to ensure they align with operational needs.

No, only BCIT iceBar Administrators can assign team members to specific queues.

However, Supervisors have the ability to enable or disable queues as needed.

No, only BCIT iceBar Administrators have the authority to add, delete, or modify “Not Ready” reason codes. Supervisors are encouraged to reach out to the Administrators for any necessary adjustments.

To sign into iceBar:

1. Launch the iceBar application on your workstation.
2. Enter your Username and Password.
3. Click SIGN IN to access the iceBar interface.
   
4. Verify that iceBar connects successfully and the toolbar appears at the top of your screen.

You can log into iceBar first without immediately joining your call queues. This allows you to access the interface, adjust your settings, and get set up before handling calls. Logging into iceBar first can be useful if you want to review information, organize your workspace, or prepare for the day.

When you’re ready, you can log into your queue(s) to start taking calls.

Note: Alternatively, if you’re ready to take calls immediately, you can log directly into your queue(s), which will automatically sign you into iceBar as well.

Logging into iceBar

1. Click the drop-down arrow on the far right of the iceBar Toolbar.
   
2. Select LOG IN.
   
3. Under LOG IN TO ICE, toggle the button to the right.
4. Click APPLY to confirm.
   Note: You won’t receive calls until you sign into your queue(s).

Logging into your Queue(s)

1. When ready, click the drop-down arrow on the far right of the iceBar toolbar again.
   
2. Select LOG IN.
   
3. Choose your queue(s):
   • Toggle individual queues to the right to join them.
   • Alternatively, toggle SELECT ALL to join all available queues.
4. Click APPLY to confirm.
   

You are now in the queue(s) and shown as READY (green bar).

Note: If your status is NOT READY (red bar), click it to switch to READY (green).

Agents should stay logged into iceBar during their shift unless it’s the end of their workday. This ensures the system accurately tracks availability and call activity. If stepping away temporarily, they should switch their status to “Not Ready” instead of logging out. Logging out early can disrupt call routing, impact team performance metrics, and delay assistance for callers. Staying logged in helps keep operations smooth and service levels high.

Note: The above recommendation applies to teams that handle calls continuously. In smaller departments that don’t always take calls and need unanswered calls to go to voicemail, all agents must log out of iceBar for that to happen.

• When you are in the Ready state, the sidebar will be green. In this state, you must be prepared to handle a queued contact.
• When you are in a Not Ready state, the sidebar will be red. In this state, you cannot receive any queued calls.

To update your status and manage your availability for incoming calls:

1. Click the green sidebar indicating your Ready state.
2. Select a Not Ready reason from the options provided by your department.
   
3. Your new status will appear on the iceBar Toolbar as a red sidebar.
   
4. When you are ready to take calls again, click the red sidebar to return to Ready state (green).

To answer incoming calls:

1. When you are in Ready status and a call comes in, an iceBar message box will appear, followed shortly by a Microsoft Teams notification. Since iceBar is synced with Teams, answer the call directly in Teams by clicking the telephone icon in the notification.
   
2. A Teams conversation box will open for the call.
3. When finished, click Release in the iceBar to end the call. This action will also close your Teams box as well.
   

To place an outgoing call:

1. Click the drop-down arrow on the far right of the iceBar Toolbar.
2. Select Place Call.
   Important: Use iceBar to place the call to ensure the recipient sees your Contact Centre number instead of your personal Teams number. If you’re calling a coworker, you can call them directly through Teams.
   
3. Enter the phone number and click PLACE CALL.
   
4. A Teams conversation box will open. Click the telephone icon in the notification to start the call.
   Note: The displayed number will be your Contact Center number.
   
5. When finished, click Release in the iceBar to end the call. This action will also close your Teams box as well.
   

To put a call on hold:

1. While on an active call, click the Hold button.
   Note: The caller will hear hold music while they wait.
2. To take the caller off hold, click the Hold button again.
   

In iceBar, you can transfer calls using two methods: a direct transfer or a consultative transfer (consult first, then transfer).

Direct Transfer

This option enables you to transfer the caller immediately to another person without any prior consultation. It is a straightforward and efficient method for quickly connecting the caller to the intended recipient.

1. While on an active call, click the drop-down arrow next to the Hold button.
2. Inform the caller of the transfer, then click Transfer.
3. Enter the phone number of the transfer recipient and click TRANSFER.
   

FYI: To transfer a call to another iceBar agent, click the drop-down arrow under the Transfer button, type the agent’s name in the search field, and select it once it appears. Ensure the agent is in READY status before clicking Transfer.

Note: You can only search for active iceBar agents within BCIT. To transfer to a BCIT employee who is not an iceBar agent, you will need to use their full 10-digit BCIT work number.

Consult and Transfer

This option allows you to speak with a coworker before completing the transfer. Once your consultation is complete, you can proceed to transfer the caller seamlessly.

1. While on an active call, click the drop-down arrow next to the Hold button.
2. Inform the caller they’ll be placed on hold, then click Consult.
   
3. Enter the coworker’s phone number and click CONSULT.
   Note: The caller will hear hold music during this time.
   
   
4. After consulting, click End Consult to return to the caller.
   
5. Inform the caller of the transfer, then click Transfer.
6. Enter the phone number of the transfer recipient and click TRANSFER.
   

FYI: To transfer a call to another iceBar agent, click the drop-down arrow under the Transfer button, type the agent’s name in the search field, and select it once it appears. Ensure the agent is in READY status before clicking Transfer.

Note: You can only search for active iceBar agents within BCIT. To transfer to a BCIT employee who is not an iceBar agent, you will need to use their full 10-digit BCIT work number.

To properly disconnect from a call when it’s complete:

1. When you are done with the call, click Release in the iceBar to end the call. This action will also close your Teams box as well.

Recommended: Agents should avoid logging out of iceBar during their shift unless it’s the end of their workday. Staying logged in ensures that the system can accurately track their availability and call activity throughout the day. If agents need to step away from their station temporarily, they should switch their status to “Not Ready” instead. Logging out prematurely disrupts call routing, affects team performance metrics, and may delay assistance to callers. Maintaining a consistent login during your shift helps ensure seamless operations and optimal service delivery.

To log out properly at the end of your session to maintain security:

1. Click on the drop-down arrow on the far right of the iceBar Toolbar.
2. Select the Exit icon.
   
3. In the message window, click Exit and Log Off.
   

Restarting the IceBar Toolbar is typically only required when an administrator makes specific changes. For routine use, a restart is usually unnecessary. Your Supervisor will inform you if one is needed.

To restart your IceBar Toolbar, follow these steps:

1. On your Windows taskbar, type “iceBar restart” in the search box and open the app when it appears.
   
2. A message will appear, notifying you that the existing toolbar will close. Click Yes to continue.
   Note: Your Contact History will reset and appear blank again.
   
3. A confirmation message will appear, asking if you want to clear your settings. Click No to keep your current user settings. Click Yes to reset them, which will erase existing settings and require reconfiguration.
   
4. IceBar will restart, and you will be prompted to sign in again.
   

Note: These settings apply only when using IceBar through the application. They will not take effect when using IceBar in a browser.

By default, the ice Toolbar appears at the top of your screen. If it obstructs your view of other applications, you can reposition it easily.

To move your ice Toolbar:

1. Right-click on the ice Toolbar.
2. Select Dock Toolbar.
3. Choose your preferred setting.
   • Floating – Allows you to move the toolbar freely across your screen(s).
   • Always on Top – Keeps the iceBar visible at all times, preventing other applications from covering it.

Note: These settings apply only when using IceBar through the application. They will not take effect when using IceBar in a browser.

Since IceBar is synced with Teams at BCIT, some functions or notifications may overlap.

When a call comes through the queue, you’ll first see an IceBar notification, followed by a Teams call notification. Calls should be answered through the Teams notification.

To avoid confusion, you can disable the IceBar call notification.

Here’s how it typically appears when a call comes in:

To prevent the IceBar call notification box from appearing, follow these steps:

1. Right-click on the ice Toolbar.
2. Select Options.
   
3. In the iceBar Options menu, select Call.
4. Under Notification Mode, choose None.
5. Click OK.
   

After making this change, future incoming calls will no longer show the IceBar notification box—you will only see the Teams notification.

Note: These settings apply only when using IceBar through the application. They will not take effect when using IceBar in a browser.

Since IceBar is synced with Teams at BCIT, some functions or notifications may overlap.

When a call comes through the queue, you will hear a notification ring from both the IceBar app and Teams. To eliminate the extra ring from IceBar, follow these steps:

1. Right-click on the iceToolbar.
2. Select Options.
   
3. In the iceBar Options menu, select Call.
4. Uncheck Play Sound.
5. Click OK.
   

You will now only hear the Teams ringtone when receiving a call.

To log in to your iceBar on a browser:

1. Open your preferred web browser.
2. In the address bar, type: bcit.icescape.com
   Note: Bookmark this URL for quicker access in the future if you plan to use iceBar regularly from a browser.
3. Enter your Username and Password.
4. Click SIGN IN.
   
5. You’ll find your iceBar at the top of your browser window. You may also notice the iceManager tabs displayed there. To switch to the full iceBar view, click the red Menu button, which toggles the display.

IMPORTANT: If you don’t log out of iceBar in your browser and simply click the “X” to close the browser window, your session remains active. This means you’re still signed in, and someone else using the same device could potentially access your account. To ensure your session is fully closed and secure, always log out of iceBar before closing the browser.

When using iceBar in a browser, you must log out of your queue(s) before logging out. Otherwise, upon re-login, you may appear as “Not Ready” and still registered in your previous queues. Follow these steps to log out properly:

1. Click the drop-down arrow on the far right of the iceBar Toolbar and select LOG IN.
   
2. Under “LOG IN TO ICE,” toggle the switch to the left to sign out of your queue(s), then click APPLY.
   
3. Confirm that the toolbar shows “LOGGED OFF”.
4. Click the drop-down arrow again and select the Log Out icon.
   

You are now fully logged out of iceBar in your browser.