Contents

Shortcut Keys

Many of the buttons and fields in the CIC client have shortcut keys or "hot keys" assigned to them. Pressing shortcut keys, which usually open a window or start a function, performs the same task as pressing a button or selecting a field. The underlined character of the text appearing on the button or field designates the shortcut key. For the File, View and Options menus, simultaneously press the Alt key and the underlined character to perform the action.

Note: If you do not see the underlined characters, press the Alt button to display the underline beneath the corresponding letters.

Navigation

Function

Shortcut

Pop the CIC client

This places the CIC client on top of any other applications running in the foreground.

Windows 8 and higher: WinKey+N

Previous versions of Windows: WinKey+C

Note: WinKey is the Windows logo key which is present on most 104 key keyboards. It is typically located between the Ctrl and Alt keys.

My Interactions and Other Queue Shortcuts

Tip: Toolbar shortcuts work only if you click an interaction to ensure that it has focus before you use the shortcut keys.

Function	Shortcut
Call Back	Ctrl+B
Coach *	Ctrl+O
Create Custom Call Rule	Ctrl+Shift+C
Always send caller directly to voice mail	Ctrl+Shift+M
Disconnect	Ctrl+D
Hold	Ctrl+H
Join	Ctrl+J
Listen to a Call	Ctrl+L
Mute Call	Ctrl+U
Park on Orbit	Ctrl+K
Pause Recording	Ctrl+E
Pickup	Ctrl+P
Private	Ctrl+I
Properties	Ctrl+Shift+P
Record	Ctrl+R
Remove from Queue	Ctrl+Shift+R
Request Assistance	Ctrl+N
Secure Input	Ctrl+V
Secure Record Pause	Ctrl+Shift+E
Send to Voicemail	Ctrl+M
Snip	Ctrl+Shift+S
Transfer	Ctrl+T
Whisper *	Ctrl+W

* Operator Console: The Coach function is not available in Operator Console. However, a similar function called Whisper mode is available only to Operator Console users.

Directory Shortcuts

The availability of specific directory shortcuts depends on the information available in a directory entry and the functions enabled in your CIC client. For example, the shortcut for dialing an assistant is not available if the selected directory entry does not have an associated number for an assistant. In the same way, you cannot start a video call if your CIC client is not integrated with Microsoft Office Communications Server 2007.

Tip: Directory toolbar shortcuts work only if you click a directory entry to ensure that it has focus before you use the shortcut keys.

Function	Shortcut
Camp	Ctrl+A
Change user’s status	Ctrl+S
Copy	Ctrl+C
Dial Assistant	Ctrl+R
Dial Business Phone	Ctrl+B
Dial Business number 2	Ctrl+U
Dial Default number	Shift+Enter
Dial Extension	Ctrl+Shift+X
Dial Fax	Ctrl+F
Dial Home	Ctrl+H
Dial Home 2	Ctrl+O
Dial Mobile Phone	Ctrl+I
Dial Pager	Ctrl+G
Send Email (Business)	Ctrl+E
E-mail message to Home address	Ctrl+L
Initiate new Chat	Ctrl+Shift+C
Properties	Ctrl+Shift+P

* Operator Console: In Operator Console, you press Shift+Enter to dial the default number of the currently selected directory entry. See also Call Transfer Shortcut Keys.

Command and menu shortcuts

Function	Shortcut
Active camps	Alt+T+A
Change Password	Alt+F+P
Change Station	Alt+F+S
Close (hide) Interaction Desktop	Alt+F4
Close currently selected view	Alt+W+C
Close all views in current workspace	Alt+W+L
Configuration	Alt+O+C
Copy	Ctrl+C
Create a new View	Ctrl+Shift+N
Create a new Workspace	Alt+R+C
Cut	Ctrl+X
Delete	Delete
Delete the current Workspace	Alt+R+D
Dock Navigation Pane in original location	Alt+V+N+N
Edit the current Workspace	Alt+R+E
Exit	Alt+F+X
Full Screen toggle	F11 or Alt+V+U
Hide Navigation Pane automatically if empty	Alt+V+N+A
Log off	Alt+F+O
Mini Mode toggle	F5
Minimize Navigation Pane	Alt+V+N+M
Paste	Ctrl+V
Reorder Workspaces	Alt+R+R
Response Management	Alt+T+R
Rules	Alt+O+R
Status Bar toggle	Alt+V+S
Time-Off Requests *	Alt+Z+O
Toolbar selection	Alt+V+T
Tracker menu *	Alt+K
Turn off and hide Navigation Pane	Alt+V+N+O
Workgroup Activation	Alt+O+W

Requirements: This feature is available only to agents with the appropriate licenses and rights. For more information, see Accessing Interaction Optimizer Features and Tracker Licensing and Rights.

Viewing Shortcut Keys

You can view shortcut keys by right-clicking on an interaction or a directory entry.

Note: The currently available shortcuts appear in black type. Shortcuts which are not available in the current context are dimmed. Call Transfer shortcut keys are available only to Operator Console users.