How to Setup and Turn on the Hotkey Feature
This FAQ will guide us on how to setup the Hotkey Feature on our campaign and turn on the Agent's capability to utilize the Hotkey
To Setup the Hotkey Feature
1 - Access your campaign's settings by going to [A] Call Center tab on top and select [B] Campaigns
2 - Go to your campaign's settings by clicking on its name and go to [A] Advance Configurations and select [B] Hotkeys
3 - In the Hotkey Settings page, you can configure the Keys what you would like to use for each disposition/status you have. You can also turn on the Auto Hangup On Hot Key feature if you want the system to automatically hang the call once your Agent triggers a hotkey
Note: Keys R,O,T,W,H are system reserved and cannot be used in this configuration
4 - Once done with your configuration, go to the bottom of the page and press Apply Changes
The next part of the setup is to turn on your Agent's capability to utilize the Hotkey feature. Follow steps below to do this.
5 - Access your user's settings by going to [A] Account tab on top and select [B] Users
6 - Go to your user's settings by clicking on its name and go to [A] Agent Interface Options
7 - To modify your agent's ACL, we need to create a new ACL profile. Click on Create Profile button to create a custom profile. You will notice the the settings under User Agent Interface can now be configured.
8 - Under User Agent Interface Options, turn on the [A] Allow Hotkeys option
9 - Type a name of your custom profile in the [B] Agent ACL field press Save and then go to the bottom of the page and press Apply Changes to save the new settings
If your agents are currently logged in, please have them logout and back in for the new settings to take effect. Please visit the link below about how to use the hotkey in the Agent page