Shortcut Keys

Shortcut keys are individual keys and key combinations that are substitutes for mouse clicks. They can be two-key combinations in which the plus sign (+) means that you must hold the keys down simultaneously. For example, holding down the Alt key while pressing the A key does the same as clicking the Answer button on the user interface.

General Shortcut Keys

The following table lists the general shortcut keys.


Shortcut Key	Function	Description
Alt + C	Call	Calls to the number entered into the destination field
Alt + F	Open file	Opens the File menu
Alt+A	Answer	Answers an inbound contact (calls, e-mails, and chats)
Alt+B	Ringbacks	Opens the active ringbacks dialog window
Alt+E	Blind transfer	Transfers the call to the number entered into the destination field
Alt+G	Transfer on hold	Transfers the call using the transfer-on-hold method to the number entered into the destination field
Alt+H	Hang up	Ends a call Closes an active chat (added in SP08)
Alt+K	Dial pad	Open the dial pad for entering DTMF (dual tone multi-frequency) digits during an active call
Alt+J	Mute	Activates and inactivates the Mute button
Alt+M	Message	Opens the Message dialog window. If you have chosen the person in the directory, the person is transferred as the recipient.
Alt+P	Presence profile	Opens the dropdown menu for selecting a presence profile
Alt+Q	Quick dial buttons	Displays all defined quick dial buttons
Alt+ Ctrl+ Q Removed in SP09	Agent status	Alt+ Ctrl+ Q has been removed. Use Alt+ Ctrl+ ENTER or Alt + §.
Alt+ Ctrl+ ENTER Added in SP09	Agent status	Performs the same function as Alt + §: this changes the status between Ready and Not Ready. The combination Alt + § continues to work, and the new combination is mainly targeted at users whose keyboards lack the symbol §.
Alt+R	Transfer or connect	Transfers a call to the number entered into the destination field. The transfer is done by using the blind transfer method unless the transfer-on-hold method has been enabled.
Alt+S	Redial	Displays five previous destination numbers
Alt+T	MTD	Activates and deactivates the MTD function
Alt+X	Hold	Puts an active call on hold. If you have a consultation call, the call on hold is simultaneously activated
Alt+Z	Retrieve	Takes a call off hold. If you have a consultation call, the other call is simultaneously put on hold.
Alt+V	Video	Opens the video call windows
Alt+§	Agent status	Changes the status between Ready and Not Ready
Alt+Backspace	Previous search criteria	Displays the previous search criteria one by one in chronological order. The search criteria field remembers 50 entries you have searched during the current session. Move the cursor to the Directory view before using this shortcut key.
Alt+<Arrow Left of Right>	Previous or next tab	Displays the previous or next tab containing detailed information about the selected search result. Move the cursor to the Directory view before using this shortcut key.
Pause Break	Focus	Moves the cursor to the destination field if the contact view is available. Otherwise this moves the cursor to the search criteria field in the Directory view.
<Arrow Up> (either the function key or 8 on the numeric keypad)	Previous number or number search	Transfers the previous destination number to the empty destination field. If you have entered a number into the field, transfers information to the rest of the cells (if the number is recognized). Move the cursor to the destination field before using this shortcut key. The key on the numeric keypad can be used only when the Num Lock function is disabled.
Ctrl+D	Send e-mail	Sends an e-mail to the recipients in the To, Cc and Bcc fields. Added in SP08.
Ctrl+T	Insert a default reply	Inserts the reply template that has been defined for the queue in System Configurator. Added in SP08.

Special Shortcut Keys

In addition to the general shortcut keys, you can define special shortcut keys. These settings are defined in Tools > Settings > Personal > General. By default, the special shortcut keys are assigned to the following functions (the keys on the numeric keypad can only be used when the Num Lock function is disabled).


Function Key	Key on Numeric Keypad	Function	Description
Delete	Del	Presence Information	Opens the Presence Information dialog window. If you have chosen a person in the directory, the dialog window displays the information related to that person.
End	1 End	Call event view	Opens call event view
Home	7 Home	Directory	Moves the cursor to the search criteria field in the Directory view. If the cursor is already in the search criteria field, the cursor moves to the top of the search result list.
Insert	0 Ins	Message	Opens the Message dialog window. If you have chosen the person in the directory, the person is transferred as the recipient.
N/A	÷	Connect or transfer	Connects two calls if you have a consultation call. Otherwise transfers the call to the number entered into the destination field. The transfer is done by using the blind transfer method unless the transfer-on-hold method has been enabled.
N/A	x	Hold or retrieve	Takes a call off hold or puts a call on hold. If you have a consultation call, the other call is simultaneously either put on hold or retrieved depending on the action to the first call.
N/A	-	Hang up	Ends a call
N/A	+	Answer	Answers an inbound call

In addition to this, special directory-related shortcut keys are available. They apply to the selected search result (the keys on the numeric keypad can only be used when the Num Lock function is enabled).


Function Key	Key on Numeric Keypad	Function	Description
1	1 End	Call	Calls to the number entered into the destination field
2	2 <Arrow Down>	Transfer	Transfers a call to an extension number
3	3 Pg Dn	Call mobile	Calls to a mobile phone
4	4 <Arrow Left>	Transfer to mobile	Transfers a call to a mobile phone
5	5	Message	Opens the Message dialog window. If you have chosen the person in the directory, the person is transferred as the recipient.
6	6 <Arrow Right>	Presence information	Opens the Presence Information dialog window

You can define that the following special shortcut keys used differently than their default functions (the keys on the numeric keypad can be used only when the Num Lock function is disabled):

Delete or Del
End or 1 End
Home or 7 Home
Insert or 0 Ins
÷ (the division sign)
x (the multiplication sign)
- (the minus sign)
+ (the plus sign)

You can assign these keys to the following functions:


Function	Description
Presence information	Opens the Presence Information dialog window. If you have chosen a person in the directory, the dialog window displays the information related to that person.
Call event view	Opens the call event view
Directory	Moves the cursor to the search criteria field in the Directory view. If the cursor is already in the search criteria field, the cursor moves to the top of the search result list.
Message	Opens the Message dialog window. If you have chosen the person in the directory, the person is transferred as the recipient.
Connect or transfer	Connects two calls if you have a consultation call. Otherwise transfers the call to the number entered into the destination field. The transfer is done by using the blind transfer method unless the transfer-on-hold method has been enabled.
Transfer	Transfers a call to the number entered into the destination field.
Transfer on hold	Transfers a call to the external number entered into the destination field but the call stays on your contact list until it is answered.
Hold or retrieve	Takes a call off hold or puts a call on hold. If you have a consultation call, the other call is simultaneously either put on hold or retrieved depending on the action to the first call.
Hang up	Ends a call
Answer	Answers an inbound call
Clear	Clears the search results