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 Our current system is outdated, running on end-of-life software and aging servers that cannot be upgraded.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, follow these steps:

1. Go to https://bcit.icescape.com.
2. Log in with your assigned Username (provided by the BCIT iceBar Administrators) and Password.
   Note: On your first login, you’ll be assigned a default password and prompted to create a new one.
   
3. Once logged in, click the red Menu icon at the top-left corner.
4. Then select ICEBAR.
5. Click the blue DOWNLOAD ICEBAR button to download the desktop application.
   Note: The application may perform automated upgrades during installation.
   
   
6. After installation, the ICEBAR application will be ready to use.

Training is typically provided within the department. Each department may have unique queue policies.

If you would like to explore further training, there is a self-directed e-learning course from the vendor which is available and can be accessed through any web browser:

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.

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.

To log in to your iceBar:

1. Click the drop-down arrow on the far right of the iceBar Toolbar.
   
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 will now be entered into the queue(s) and shown as READY, indicated by a green bar.

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 Floating to enable the toolbar to be freely moved across your screen as you work.

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.

• 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, there are two methods available for transferring calls:

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.
   

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.
   

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.
   

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.

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 Log Out icon.
   
3. You will be returned to the log in screen.