MXIE Keyboard Support

Page 2 Use the Keyboard to Control MXIE Functions Not everyone likes using the mouse –keyboard shortcuts provide an alternative Faster than using a mouse –important for people handling a high volume of traffic especially operators

Page 3 Performance Improvement Operators –can easily handle multiple incoming calls –manage several calls simultaneously

Page 4 General Keyboard or 10 Key Control People use letters on the keyboard –to control calls –to handle chat requests 10 Key –familiar to many –consolidates control

Page 5 Who Can Use Keyboard Control? All MXIE users –operators –ACD agents –standard users

Page 6 Standard Keyboard Shortcuts Shortcuts are NOT case sensitive A — accepts a chat invitation D — disconnects a chat session or voice call H — places an active call on hold or retrieves call on hold P — parks an active call T — allows you to enter an extension and transfer a call

Page 7 Transferring a Call to Voice Mail V — enter an extension and transfer call directly to voice mail –if user extension call transferred to personal voice mail –if Operator or ACD extension call transferred to group voice mail

Page 8 10 Key Support — Num Lock When using the 10 Key –must enable NUM LOCK

Page 9 10 Key Control — Answer and Hold Press “.” –to place a call on hold Press Enter –to answer a call focus must be on appropriate session –to complete a transfer –to retrieve call from hold

Page Key Support — Transfer Typing any number –opens transfer window –presence information is displayed –pressing “.” clears number Commonly used by operators to transfer calls to users or user’s voice mail

Page 11 Summary MXIE can be controlled –with the keyboard –using the 10 key Many users will use the keyboard rather than the mouse Many Operators will prefer the 10 key control –ability to quickly handle calls Must sell this as a useful feature