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. |