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 +E to end the call (Windows). Press Option + E to end the call (Mac).

• Open the Dialpad: Press Shift + Alt + D to open the dialpad (Windows). Press Shift + Options + D (Mac).

• Open primary sidenav shortcut in persona app: Press Shift + /

• Open Call Directory: Press Ctrl + Shift + D (Windows and Mac)

• Close Call Control pop-up: Press Esc to close the currently open call control related pop-up such as Dialpad, Transfer, Conference, Recording, or Audio Settings without interrupting the ongoing call or workflow.

• Reposition the Agent Readiness widget: Press Tab to focus on the widget, then use the arrow keys to move it.

• Open Transfer Call window: Press Alt + Shift + T (Windows). Press Opt + Shift + T (Mac)

• Open Conference Call window: Press Alt + C (Windows). Press Opt + C (Mac)

• Open Record Call window: Press Alt + R (Windows). Press Opt + R (Mac)

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