MXIE Keyboard Support

1. MXIE Keyboard Support

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

3. Performance Improvement • Operators • can easily handle multiple incoming calls • manage several calls simultaneously

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

5. Who Can Use Keyboard Control? • All MXIE users • operators • ACD agents • standard users

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

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

8. 10 Key Support — Num Lock • When using the 10 Key • must enable NUM LOCK

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

10. 10 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

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