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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.

Related Topics

Tips and Tricks