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MICCE - Desktop Manager 
About this lesson 
This lesson covers use of the MICCE telephone application. 
At the end of this lesson participants will be able to: 
  log on to the MICCE application 
  show/check skill settings and make yourself available 
  make and receive calls using MICCE 
  use the hold, transfer and conference call functions  
  locate phone numbers in the directory  
  use the advanced search functions 
  send desktop messages  
  identify Person at Risk Alerts in MICCE 
  close MICCE safely 
Formative assessment of this material takes place during: 
  participant review  
  role-playing scenarios. 
Summative assessment of this material take place during practical 
To deliver this lesson you will need: 
  CARD training terminals 
  Projector hooked up to CARD training terminal 
  Trainers practical guide 
  Whiteboard and markers 
  Bungees 
  Participants headsets  
  Extension numbers of CARD terminals – written on board 
  A list of internal and external numbers to locate. 
1 hour 15 minutes 

This lesson strategy is explain, demonstrate and practice in four stages as 
strategy and 
lesson stages 
Stage one – introduction and logging on 
This stage of the lesson introduces the application to participants, shows 
them how to start, log-in, and wear a headset. 
Stage two – The keys and functions for the Desktop Toolbar and the Call 
Information Window 

Stage two guides them through all the icons and functions of the two 
toolbars used for MICCE. 
Stage three – Directory & Practical Application 
Stage three introduces the filter (for internal calls) and the directory with 
advanced searches.  Participants are then given the opportunity to put into 
practice placing calls, answering calls, transferring, conference call and 
clerical time. 
Stage four - Persons at Risk (Par) 
Stage four introduces the flagging of Persons at Risk (PaR) linked to mobile 
phone numbers through MICCE and how they show in the Call Information 
Trainer’s notes   

Welcome participants and advise the topic for this session is the phone 
system used by the Communications Centres known as MICCE. 
Revision and 
Ask participants what the greetings are we use from Service Excellence or 
entry level 
revise another aspect of Service Excellence relating to our service.  
Ask participants what they noticed about the phone system used by 
Communicators when they were observing calls on the floor.  
Ask what they might expect their phone system to be able to do, and how it 
might be used in the Communications Centres (other than just “answer 
calls”). Note ideas on the white board. 
As this is the phone system for our Communications Centre, it is vital 
participants are comfortable with it, and can use it effectively – this includes: 
  both answering the phone and making outbound calls 
  transferring calls, e.g. historic events to CRL, to other agencies  
  being able to locate phone numbers internally, and for other agencies 
  placing someone on hold when appropriate and using the mute button 
This session is broken into four parts: 
  Part one involves starting the application, logging on and using headsets. 
  Parts two involves looking at the application windows and working 
through the functionality. 
  Part three looks at the Directory with the advanced search options and 
the practical application of transferring, conference and clerical time. 
  Part four looks at Person at Risk alerts that are activated against 
nominated cell phone numbers and show in the Call Information 
This is followed by a practice session. 

Stage 1 – Starting MICCE 
Introduction to 
MICCE is the phone system for the NZ Police Communications Centers to 
answer calls.  This part of the session will involve starting the application, 
logging in and how to wear a headset. 
  CARD training terminals 
  CARD terminal attached to Projector screen 
  Trainers practical guide 
  Participant headsets and bungees. 
10 minutes 
Trainer’s check    The Projector is set for the correct CARD screen.  
  There are bungees for each participant. 
Getting started 
Display the CARD screen onto the projector screen while the participant’s 
follow along and log themselves into MICCE. 
Demonstrate the steps to log into MICCE, starting with clicking on the start 
menu in CARD, and ‘MICCE – Agent” or click on the blue icon sitting 
along the bottom of the CARD screen.  
Advise participants of the other information they need to log in (including 
extension number) and where to locate this (white card attached to the 
monitor, or on the desktop phones). 
Demonstrate how to log onto MICCE. 
Training log ins consists of the Centre Code (CC, NC or SC), underscore, 
TRAIN, underscore, assigned skill (EMG or CRL), the corresponding 
number (1-12).  
The password will be the same, not including the underscores. 
Password: CCTRAINEMG2 
These training MICCE settings have been set to the training queues only. 

Their Live one is the standard log in: Lastname_Firstname as their log in and 
QID as their password. 
When logging on the participants need to ensure that the correct extension 
number for the desk they are on matches (as per the attached card to the front 
of the screen, or displayed on the phone on their desk) the extension 
password is blank, the extension type is showing as Desktop Phone, and that 
they have selected the correct center.  This is entered into the box headed up 
“connect to” 
  NCC-A North Comms 
  CCC-A Central Comms 
  HH-A Harlech House 
  SCC-A South Comms  
  KCC-A Kapiti Digital Communications Centre  
Note that when the computers are rebooted, MICCE will automatically start 
up. At all other times you will need to go through the start menu or CARD 
screen icon. 
Review the information required to log in.  
Ensure participants know that under the start menu, the phone system is 
called “MICCE - Agent” but it is known as the overall product name of 

Stage 2 – Desktop Toolbar and Call Information Window 

Introduction to 
The MICCE Application contains two windows: 
the Desktop 
The Call Window displays some call information such as the phone number, 
toolbar & Call 
duration of call and some subscriber details.  

The Agent Window (headed with the word Sessions) will change depending 
on which function tab is selected. 
This is the main screen you will work from. 
These windows can be separated out if desired. To do this, double click on 
the gray bar headed with Call and drag this window wherever you want. 
It is important the boxes are expanded to a reasonable size – Explain we will 
get to the reasons around why this is important later in the lesson (e.g. PaR 
Demonstrate (via projector) the desired window size. Allow participants to 
practice this. 
Need help while using MICCE? Press F1 to access help for the window you 
are using. 
Instruct participants to work at the same speed as the trainer and wait until 
the next instruction is given. 
  CARD training terminals 
  CARD terminal attached to Projector screen 
  Trainers practical guide 
40 minutes 
Call Window   
The Call Window is where you can answer, transfer, and end calls. This is 
also where you can change whether you are ready to receive calls, and 
record break times.  


Explain that the F2 button can be used to initiate a call. F2 can be selected using 
the function keys on the top of the keyboard, or by using the mouse to click on the 
phone icon. 
Demonstrate (via projector) that clicking on the phone icon opens the dial window. 
Allow participants to practice this. 
Explain to make outgoing calls, we enter the number into the Manual Dial box.  
Ensure the cursor is in the box and type in the number (when demonstrating use a 
known extension number in case participants dial by mistake). Always ensure the 
‘Perform Number Translation’ box is ticked, this enables us to make outgoing calls 
by adding the default 1 in front of the phone number. DO NOT UNTICK THIS. 

Skill selection 
To access the Skill Selection box, press the icon on a person next to a flag, 
located under the Sessions Tab 
This shows the queues you are logged into and the setting of each queue. 
The higher the number, the more likely you are to receive calls through that 
Ask participants to look at what queues they are logged into.  
Facilitate a discussion about the different queues participants are (or will be) 
logged into and what types of calls come through each queue.  
NCC 111, CCC 111, SCC 111 – emergency calls for each Centre (note the 
phone number callers are dialing from will always show for these calls, but 
not necessarily others) 
*555 – Traffic calls 
AES – Allied Emergency Services (other Centres, Ambos, etc) 
General line – diverted from Police Stations (or by calling 095712800 North 
Comms; 043812000 Central Comms; 033439300 South Comms) 
CRL – internally transferred calls (either manually or via Police Connect) 
from stations or from an Emergency Communicator. 
SNEN – External calls received through the 105 non-emergency number. 
Review how to answer calls coming in from different queues (i.e. emergency 
vs general greeting). Go over these if necessary. 
Important: Ensure all queues are in training before moving on. 
Make ready 
Explain the F11 button and associated phone icon (with a red cross or green 
tick) tells the application if you are ready to take calls.  
  Red light means you are not ready to take calls through the queues (calls 
directly to your extension will still get through).  
  Green light means you are ready to receive calls. 
Green light 
Ask participants to make themselves available to take calls. 
Red light 
Explain that whenever they need to stop calls coming through, they will have 
to go on red light. As soon as they click on the icon they will be asked for a 

‘not ready’ reason.  Discuss the different ‘not ready’ reasons and when you 
would use each one. 
Demonstrate this on the projector and discuss the options available. 
Ask participants to go not ready as they are talking with their team leader 
following a live call (supervisory). 
Red light to red light 
Explain there are times we need to change the not ready reason from one 
type to another without going green light (so calls don’t come through). For 
example we have come off a QA session and go straight to a break (or vice 
versa). How will you do this depends on which assigned skill the trainee is 
logged in under: 
Press the monitor icon to the left of the ready/not ready icon. This will 
prompt for the option to ‘Change Not Ready Reason” using a drop down 
Press the downward facing arrow next to the ready/not ready icon. This will 
prompt for the option to ‘Change Not Ready Reason” using a drop down 
To access Desktop messaging, select the Contacts Tab. A list of contacts will 
appear at the bottom of the window, displaying all the MICCE profiles currently 
logged in. 
To message someone, click once on the desired profile, and then once on the 
speech bubble icon near the top of the window.  

The rules:  
  This desktop messaging system should never be used for operational 
purposes. If it relates to an event, information should be typed into the event 
  All messages are audited, so only send messages for genuine business 
Discuss appropriate use of this function (eg messaging daily planner that they 
have been delayed because they have been busy dealing with a call and are late 
for a break).  
Demonstrate sending a message from the projector screen to another computer. 
Ask the person seated at that computer where the message pops up.  
Give participants a few minutes to send messages to each other in an orderly 
fashion (e.g. to the person behind them). They can send and reply to messages, as 
long as they follow the rules. 
Logging off 
Click the X in the far right corner, and confirm by selecting “Yes” that you 
wish to close the application.  
Review the above functions and ensure there are no questions. 

Stage 2 continued - Call Information Window 
Introduction to 
The Agent Window shows details about the call including what queue it is 
the Agent 
coming in on, to help determine whether to answer the phone with a general 
or emergency greeting. Most of the functions of this window are only 
accessible when there is a call available. 
Explain for this part of the lesson we will be using our headsets. Ask 
participants to get these out now. 
Advise participants that the mouthpiece should be approximately two finger 
widths away from their mouth. The headpiece is also adjustable. Allow 
participants time to try on their headsets, and adjust them appropriately. 
Ensure they are aware how to plug into the system (with bungees) and 
demonstrate how to change the volume settings on the phone and mute. 
Advise participants they will need their headsets for parts three and four of 
this lesson; they can take them back off again, or leave them on as long as 
they can still listen to everything else going on. 
Status bar 
Display the Sessions window on the projector and explain the information 
shown on the status bar. 

Explain the F3 button lets us answer the call. This icon, along with the 
others, is greyed out until a call is presented. 
When speaking to a Supervisor or for other times when you do not wish your 
Caller to hear what is being said best practice is to use the mute button on 
the phone. This way we can still hear what they say and what is happening, 
along with the system still continuing to record. If you place them on hold 
through MICCE the recording stops and you cannot hear them/what's 
happening. If you unplug your headset from the desk or bungee then it is still 
being recorded however you can no longer hear what is being said or what is 
happening in the back ground. 
Explain the F6 button transfers a call.   
Pose the question: Who may we transfer calls to? (Examples: CRL, Shift 
Commander, Team Leaders, Dispatchers, stations and other agencies).   
Waiting for the person you are calling to answer, before handing your caller 
over, is called a warm transfer.  When not waiting for the person you are 
calling to answer is called a cold transfer. 
We will not transfer calls from the 111 line to anyone other than CRL 
(unless exceptional circumstances surround this). We can, however, give the 
caller the number to call, or ask them to call back on the general line, and 
then transfer them if required. 
Explain to transfer a caller, we need to call the number we wish to transfer it 
to and then click on the transfer button. The transfer icon will only become 
available when there are two calls showing in our call window. Demonstrate 
this on the projector and field any questions.  
Conference call 
Explain the F7 button allows us to conference call. But only to a maximum 
of three people. 
Ask: When may we conference call? (Examples: language line, ambos if 
needed for medical assistance) 

  Review the above functions and ensure there are no questions before we 
move on  
  Explaining that there will be a lot of opportunity to practice the use of 
MICCE when they move into role playing scenarios 

Stage 3 – Directory  
Introduction to 
This stage introduces and allows for the practice of the directory and 
advanced searches in MICCE. 
  CARD training terminals 
  CARD terminal hooked up to Projector screen 
  Trainers practical guide 
  Participant headsets and bungees 
  a list of internal and external numbers to find 
20 minutes 
Using the 
To access the Directory, click the Directory near the top of the application. 
We can locate phone numbers for Police employees, internal departments 
and external organisations e.g. ambulance, local authorities and government 
Demonstrate the use of the name and department fields to locate the phone 
number for CRL non triage line and/or the Ministry of Justice. 
The system defaults to searching under keywords which is often sufficient. 
As we will have to make regular calls to officers/police employees, we have 
to ensure we have the option to call via searching with a QID. To initiate a 
QID search, click the magnifying glass icon under the directory tab in the 
lowest window. Click ‘Match ANY of the following fields’ and scroll 
through the list and tick QID, then click anywhere else on the screen to leave 
this panel. 
This will have to be redone at the start of every shift.  
Demonstrate on the projector how you can now search for police employees 
by using your own QID. Get participants to practice this now. 
Practice locating the following numbers: 
  Main center (e.g. Auckland, Wellington, Canterbury) SPCA 24 hour 

• Noise control for an area (e.g. Tamanga)
• Mobile number for the Eagle helicopter/Maritime unit
• QID 11111111 
withheld s6(c)
• Thames CIB
• --  (to work out who owns the phone)  withheld s6(c)
Allow time for paiiicipants to seai·ch for other numbers they think will be of 
use in their role (e.g. local councils, animal control, SCATS or JTOC if 
Debrief by discussing numbers of interest and allowing other paiiicipants a 
chance to look them up if they haven't already. 
Transfer calls -Give paiiicipants time to practice making phone transfer calls 
to each other.  This can be done by breaking the room up into groups of 
three or taking one call and passing it through all paiiicipants till eve1yone 
has had the opportunity to transfer.  This can be dependent of paiiicipant 
When they have identified who they will call they should use the contacts 
seai·ch to locate the person they ai·e calling.  They should be using an 
appropriate greeting at all times. 
Give paiiicipants the necessaiy time to complete a wann transfer, and a cold 
Conference call  Conference calls -Explain: the process for conference calling is ve1y similar 
to transfening, whereby we need two calls showing in the call window 
before the conference icon becomes available. After clicking on the 
conference icon there will be a three way conversation. 
Demonstrate this on the projector by phoning ai·ound the room explaining 
the steps as appropriate.  Again paiiicipants should be encomaged to locate 
the person they are calling from the contacts tab for all Comms staff 
Make sme instrnctions ai·e clear of who is in what group or which direction 
the call will be passed around the room in remembering only three people 
can be in a conference call at one time. 
Clerical Time 
Explain that when paiiicipants receive a call, and have hung up, the phone 
system will allow them a sho1i clerical time to complete any necessaiy tasks 

regarding the call. If they require more time than the standard elected time, 
the clerical time can be extended.   
The clerical time can be added by either first clicking into the call window 
then holding down the “Alt” button and “E” (for extend) or by clicking the 
egg timer icon with the upward facing arrow. 
When a communicator is in a state of ‘clerical’ time, they are unavailable 
and cannot be presented with a call coming through the queues 
Also demonstrate how by right clicking into the Call information box they 
will get an option to cancel clerical time.  Clerical time should be cancelled 
if nor needed. You can also click the egg timer icon with the downward 
arrow to decrease clerical time. This can be practiced while making calls to 
each other.  This can also be demonstrated using the Projector. 
Review the above functions and ensure there are no questions before we 
move on  
Explain there will be a lot of opportunity to practice the use of MICCE 
throughout the course. 

Stage 4  Person at Risk Alerts 
Introduction to 
This stage introduces Person at Risk Alerts and advises how they will 
present through MICCE. 
 CARD training terminals
 CARD terminal hooked up to Projector screen
 Trainers practical guide
 Participant headsets and bungees
 SOP for PaR’s (comms home page – search Persons at risk alerts)
20 minutes 
Person at Risk 
Explain how Communications Centres can access linking a Special Situation 
alert to a specific location / address within the CARD system. With the 
increased use of mobile phones the likelihood of retrieving a Special 
Situation alert has diminished, creating the requirement to also link an alert 
to a specific mobile phone number. 
The ‘People at Risk’ (PaR) solution will identify an 'at risk' person via their 
mobile phone number. MICCE completes a lookup in a ‘People at Risk’ 
database on receipt of a 111 call from a mobile phone. 
Information regards PaR’s can be located on SOPS - COMM CENTRES 
HOME > ASOPs >  A-Z.  This is also a good opportunity to look at the 
documents attached to the SOP – Information Sheet & FAQ’s. 
Important facts to focus on include: 
An identified ‘Person at Risk’ is any person subject to a specific threat/risk 
where a Special Situation request has been completed. This may include:  
 Victims of family violence
 High Risk victims
Withheld  s6(c)
  Witness Protection 
 Judiciary, Parliamentarians, Cabinet Ministers, Diplomats

Today we have looked at: 
 logging onto MICCE
 using a headset
 making and receiving calls
 the hold and mute function
 desktop messaging
 transferring and conference calling
 the advanced search and directory
 clerical time
 logging off
 Person at Risk alerts
As this is the phone system for our Communications Centre, it is vital we are 
comfortable with it, and can use it effectively – this includes: 
 logging on
 making and receiving calls
 locating internal and external numbers in our directory
 transferring and conference calling
 ending calls
 logging off
Look forward 
Explain the next lesson include: 
 topic
 trainer
 location
 time due back