MICCE - Desktop Manager
About this lesson
Overview
This lesson covers use of the MICCE telephone application.
Learning
At the end of this lesson participants will be able to:
objectives
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
Assessment
Formative assessment of this material takes place during:
participant review
role-playing scenarios.
Summative assessment of this material take place during practical
assessments.
Resources
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.
Duration
1 hour 15 minutes
Delivery
This lesson strategy is explain, demonstrate and practice in four stages as
strategy and
follows:
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
Window.
Trainer’s notes
Introduction
Welcome
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.
Lesson
As this is the phone system for our Communications Centre, it is vital
overview
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
instead
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
Window.
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
MICCE
answer calls. This part of the session will involve starting the application,
logging in and how to wear a headset.
Resources
CARD training terminals
CARD terminal attached to Projector screen
Trainers practical guide
Participant headsets and bungees.
Duration
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
Training log ins consists of the Centre Code (CC, NC or SC), underscore,
log-ins
TRAIN, underscore, assigned skill (EMG or CRL), the corresponding
number (1-12).
The password will be the same, not including the underscores.
e.g.
Login: CC_TRAIN_EMG2
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
Rebooting
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.
Recap
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
MICCE.
Stage 2 – Desktop Toolbar and Call Information Window
Icons
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.
information
window
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
information).
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.
Resources
CARD training terminals
CARD terminal attached to Projector screen
Trainers practical guide
Duration
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.
Initiating
calls
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
queue.
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:
CRL:
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
menu.
EMG:
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
menu.
Desktop
To access Desktop messaging, select the Contacts Tab. A list of contacts will
messaging
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
itself.
All messages are audited, so only send messages for genuine business
reasons.
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.
Recap
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
Window
or emergency greeting. Most of the functions of this window are only
accessible when there is a call available.
Headsets
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.
Answering
Explain the F3 button lets us answer the call. This icon, along with the
others, is greyed out until a call is presented.
Mute
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.
Transfer
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)
Recap
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
directory
advanced searches in MICCE.
Resources
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
Duration
20 minutes
Using the
To access the Directory, click the Directory near the top of the application.
Directory
We can locate phone numbers for Police employees, internal departments
and external organisations e.g. ambulance, local authorities and government
departments.
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
number
• 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 s
6(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
covered).
Debrief by discussing numbers of interest and allowing other paiiicipants a
chance to look them up if they haven't already.
Transfer
Transfer calls -Give paiiicipants time to practice making phone transfer calls
practice
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
numbers.
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
transfer.
Conference call Conference calls -Explain: the process for conference calling is ve1y similar
Practice
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
members.
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.
Recap
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
PaR’s
present through MICCE.
Resources
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)
Duration
20 minutes
Person at Risk
Explain how Communications Centres can access linking a Special Situation
Alerts
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
Conclusion
Review
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
Summary
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