Keyboard shortcuts for basic call control functions

Updated 

This article provides information on the keyboard shortcuts for basic call control functions. This will help in reducing mouse clicks to perform a task, speed up call handling, and allow agents to stay focused on conversations.

  • Mute/Unmute: Press Alt + M to toggle mute status during a call (Windows). Press Option + M to toggle mute status during a call (Mac).

  • Hold/Unhold: Press Alt + H to toggle hold status (Windows). Press Option + H to toggle hold status (Mac).

  • Accept Call: Press Alt + A to answer an incoming call (Windows). Press Option + A to answer an incoming call (Mac).

  • Reject Call/Skip Call: Press Alt + X to decline an incoming call (Windows). Press Option + X to decline an incoming call (Mac).

  • Hangup: Press Alt + Shift + Spacebar to end the call (Windows). Press Option + Shift + Spacebar to end the call (Mac).

The following are some of the scenarios to note where keyboard shortcuts may not work.

Scenario

Expected Behavior

Reject Call permission is denied for agent under Roles (Reject option will be greyed out on screen for the agent)

Alt + R or Option + R will not reject the call.

After the call is accepted, for few seconds (10-15 seconds) agent cannot hangup the call from the on-screen call controls tab.

Alt + Shift + Spacebar or Option + Shift + Spacebar will not result in hanging up the call.

If relevant permission is not there

The keyboard shortcut may not work.