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CRM_CIC_007 - Define Quick Keys

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In this IMG activity, you specify which quick keys you want to appear on the Interaction Center (IC) WinClient interface as shortcuts to the IC WinClient telephony functions.

Similar to the IC WinClient application toolbar, quick keys provide fast access to telephony functions. Unlike the IC WinClient application toolbar, you can specify the visible component slot in the IC WinClient framework where you want the quick keys component to appear. You can make these settings in IMG activity Maintain Framework ID and Parameters.

Up to 12 buttons may appear as quick keys. The quick keys standard configuration displays two rows of six buttons.

It is useful to place the quick keys component in slot seven. That way, the most-used telephony functions are readily available at the bottom of the screen. This means that agents can work more efficiently because they need not scroll up to reach the IC WinClient application toolbar or menu.

1. Repeat the following steps for each button that you want to include in your quick keys component:
1. Enter your profile's name in the Function Key Profile field.

Use the same profile name for each group of quick keys. For example, if you want eight buttons to appear together in the IC WinClient, all eight buttons must have the same profile name.

1. Select the row and column number where you want the button to appear.
2. Select the function you want to define for this button.
3. Save.

If you have not already done so, make the appropriate settings in your IC WinClient framework, IC WinClient profile, and organizational management.

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