Create a Keyboard Shortcut Profile

A keyboard shortcut profile allows a predefined set of keyboard shortcuts to be made available DTA users.

The shortcut keys can be used for common call control actions such as placing a call on hold, initiating call transfers, or for agents changing their availability state.

Note: keyboard shortcuts override any default browser shortcuts, such as F11 to toggle full-screen mode.

To create a keyboard shortcut profile:

1. Browse to Organisations > Keyboard Shortcut Profiles.
2. Click Create New Profile.

3. Enter a name for the shortcut profile.
4. Select the shortcut keys required for call control actions, from the drop-down list.

Note: the following keys can be configured: function keys F1 - F12, and PgUp, PgDn, End, Home, Insert, '+', '-', '/' and '.' on the numeric keypad. A shortcut key cannot be assigned to multiple actions.

5. Select shortcut keys required for changing an agent's availability state, from the drop-down list.

6. Click Save Profile.

Note: only the [Organisation Default] custom user states configured in Organisations > Custom User States , can be used for shortcuts.

Assign a Keyboard Shortcut Profile

You must assign the keyboard shortcut profiles to a user group.

To assign a keyboard shortcut profile to a user group:

1. Browse to Organisations > User Groups > View User Groups.
2. Select the user group to update.
3. Select the keyboard shortcut profile from the drop-down list.

4. Click Update User Group.

Note: shortcuts are only available to users if the user group they are assigned is using the [Organisation Default] custom user states.