Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone.
| Keyboard Shortcut | Function |
|---|---|
| Accept/Hangup | Accept work items such as voice calls, messages, and so on. This shortcut is also used to end an active voice call. |
| Decline | Decline work items such as voice calls, messages, and so on. |
| Mute/Unmute | This shortcut toggles mute and unmute for an active voice call. |
- Configure Keyboard Shortcuts
Configure your own keyboard shortcuts for quick controls within the Enhanced Omni-Channel utility. - Limitations of Keyboard Shortcuts
Consider the limitations for keyboard shortcuts when you enable and use the shortcuts for quick controls.