##### USING Basic GENESYS DESKTOP Functions

# Keyboard Shortcuts and Keyboard Navigation

Genesys Desktop supports keyboard shortcuts for certain common functions. The tables below detail the functionality that you can access through keyboard shortcuts. Genesys Desktop is a browser-based Web application; as such, you can also take advantage of many of the keyboard shortcuts that are supported by your operating system and browser.

Your operating system and browser may support shortcut keys for the following functions: copy, cut, paste, undo, delete, find, maximize window, minimize window, open menu and select command, switch application, cancel, change focus, and so on. Consult your operating system and browser documentation for a list of supported keyboard shortcuts.

Genesys Desktop supports keyboard navigation for all features in the interaction windows.

## Genesys Desktop Keyboard Shortcuts

The Genesys Desktop keyboard shortcuts can be divided into the following categories:

- Action shortcuts: These are always available, unless there is a modal dialog box open.

- Component shortcuts: These are available when certain components, such items on the Status Bar or interactions on the Batch Navigation, are available.

- State shortcuts: These enable you to change your status on the system; for example, you can change your state to Not Ready.

- Interaction shortcuts: These enable you to perform common tasks during an interaction, such as sending, checking the spelling, connecting, or disconnecting.

- Formatting shortcuts: These enable you to change the appearance of text in text-based interactions.

- Genesys Desktop Agent Interface Keyboard Navigation: This functionality enables users who cannot use a mouse, or who are using a device for accessibility that relies on keyboard navigation, to manipulate the desktop components.

There are three shortcuts that cannot be configured. These allow you to perform the function of clicking on the small anchors at the bottom of the Genesys Desktop Agent interface which snaps the panes to predefined dimensions.

- Ctrl+1—Snap to the left anchor.

- Ctrl+2—Snap to the center anchor.

- Ctrl+3—Snap to the right anchor.

The shortcuts are accessed via the Shortcuts pane (see Setting and Changing Keyboard Shortcuts):

### Action Shortcuts

This table lists and describes the Genesys Desktop action keyboard shortcuts. Shortcuts that you can configure or change are indicated by a "Yes" in the Configurable column; shortcuts that you cannot configure are indicated by a "No" in the Configurable column. If a key combination is configured by default, it is listed in the Keys column.

Name | Configurable | Keys | Description
New Phone Call | Yes | Ctrl+Alt+V | Initiates a new outbound voice interaction. Opens a new voice interaction form.
New Instant Message | Yes | Ctrl+Alt+I | Initiates a new outbound Instant Messaging interaction. Opens a new Instant Messaging interaction form.
New SMS | Yes | Ctrl+Alt+S | Initiates a new outbound SMS interaction. Opens a new SMS interaction form.
New e-mail | Yes | Ctrl+Alt+E | Initiates a new outbound e-mail interaction. Opens a new e-mail interaction form.
Help | No | F1 | Launches Genesys Desktop Help.

### Component Shortcuts

This table lists and describes the Genesys Desktop component keyboard shortcuts. Shortcuts that you can configure or change are indicated by a "Yes" in the Configurable column; shortcuts that you cannot configure are indicated by a "No" in the Configurable column. If a key combination is configured by default, it is listed in the Keys column.

Name | Configurable | Keys | Description
Select Next Interaction | Yes | Alt+Ctrl+D | Tabs to the next interaction on the Batch Navigation.
Select Previous Interaction | Yes | Alt+Ctrl+U | Tabs to the previous interaction on the Batch Navigation.

### State Shortcuts

This table lists and describes the Genesys Desktop state keyboard shortcuts. Shortcuts that you can configure or change are indicated by a "Yes" in the Configurable column; shortcuts that you cannot configure are indicated by a "No" in the Configurable column. If a key combination is configured by default, it is listed in the Keys column.

Name | Configurable | Keys | Description
Login | Yes | Alt+Ctrl+L | Enables you to log back in if the system has logged you out but your Desktop is still open.
Logout | Yes | Alt+Ctrl+X | Logs out of Genesys Desktop.
Ready | Yes | Alt+Ctrl+R | Changes your status to Ready.
Not Ready | Yes | Alt+Ctrl+N | Changes your status to Not Ready.
Not Ready - After Call Work | Yes | Alt+Ctrl+Z | Changes your status to Not Ready - After Call Work.

### Interaction Shortcuts

This table lists and describes the Genesys Desktop interaction keyboard shortcuts that are available. Shortcuts that you can configure or change are indicated by a "Yes" in the Configurable column; shortcuts that you cannot configure are indicated by a "No" in the Configurable column. If a key combination is configured by default, it is listed in the Keys column.

Name | Configurable | Keys | Description
Answer call | Yes | Ctrl+G | Answer the first interaction in the Batch Navigation. Opens a new interaction form.
Connect | Yes | Ctrl+M | Dials the number that you entered into the voice interaction form.
Disconnect | Yes | Ctrl+D | Disconnects from the current voice interaction.
Mark Done | Yes | Ctrl+E | Disconnects from the current interaction and close the corresponding form.
Transfer | Yes | Ctrl+T | Opens the transfer interaction form.
Complete Transfer | Yes | Shift+Ctrl+T | Completes the voice transfer.
Conference | Yes | Ctrl+H | Opens the conference interaction form.
Complete Conference | Yes | Shift+Ctrl+H | Completes the voice conference interaction.
Print Preview | Yes | Ctrl+P | Opens the Print Preview pane.
Reply | Yes | Ctrl+R | Opens a reply to the current e-mail interaction.
Send | Yes | Ctrl+N | Sends the current e-mail interaction or sends the line that you just entered into the chat text box.
Spell | Yes | Ctrl+K | Checks the spelling of the text of the current e-mail, or checks the spelling of the line that you have just entered in the chat text box.

### Formatting Shortcuts

This table lists and describes the Genesys Desktop text formatting keyboard shortcuts. Shortcuts that you can configure or change are indicated by a "Yes" in the Configurable column; shortcuts that you cannot configure are indicated by a "No" in the Configurable column. If a key combination is configured by default, it is listed in the Keys column.

Name | Configurable | Keys | Description
Bold | Yes | Ctrl+B | Makes the selected text, or the text that you are about to enter, appear in boldface font.
Italic | Yes | Ctrl+I | Makes the selected text, or the text that you are about to enter, appear in italic font.
Underline | Yes | Ctrl+U | Makes the selected text, or the text that you are about to enter, appear in underlined font.

## Genesys Desktop Agent Interface Keyboard Navigation

The Genesys Desktop Agent interface is 100 percent navigable by keyboard. This functionality enables users who cannot use a mouse, or who are using a device for accessibility that relies on keyboard navigation, to manipulate the desktop components.

The appearance of the component you select changes as you move the focus from one component to another. For example, buttons change color and menus open with the current selection highlighted by color.

Some screen-reader applications are not compatible with these navigation shortcuts because the screen reader uses some of these keys for other purposes. When screen reader mode is on, use Alt + N to disable the keyboard navigation function.

Note: If you are already in screen-reader mode, then all keyboard shortcuts are disabled except the Alt + n commands. Your system administrator turns screen-reader mode on and off.

### Basic Navigation

Two keyboard shortcuts enable you to navigate between components, for example, from one menu to the next or from one panel of the interaction interface to the next:

- Tab—Moves the focus to the next component (menu, field, button, panel, and so on).

- Shift + Tab—Moves the focus to the previous component (menu, field, button, panel, and so on).

Movement occurs from left to right and from top to bottom, unless the ordering of components dictates otherwise. Navigation moves from component to component within a panel, and from panel to panel within the application.

Two keyboard shortcuts enable you to navigate between panels:

- Ctrl + Tab—Moves the focus to the next panel (menu area, interaction area, tabs, and so on).

- Ctrl + Shift + Tab—Moves the focus to the previous panel (menu area, interaction area, tabs, and so on).

### Navigation Shortcuts

The following table contains keyboard shortcuts that enable you to manipulate controls, such as menus, lists, and buttons, in the Genesys Desktop Agent interface.

Shortcut | Description
LEFT ARROW | Move left in a menu bar or out of a submenu.
RIGHT ARROW | Move right in a menu bar or into a submenu.
UP ARROW | Move up in lists and menus.
DOWN ARROW | Move down in lists and menus.
Ctrl+DOWN ARROW | Open selected list.
ENTER | For a modifiable list, apply the edit mode or validate the modification. For a button, execute the associated action. For a menu item, execute the associated action.
SPACE | For some controls, select or clear the checkbox that has the focus.
ESCAPE | Cancel the edit mode for modifiable list.

The following table contains keyboard shortcuts that enable you to jump to a specific panel on the Genesys Desktop Agent interface. However, if your specific configuration disables some shortcuts, using the shortcut may move you to an unexpected feature, or to the next sequential feature.

Shortcut | Description
Alt + 1 | Move to the agent Ready state menu.
Alt + 2 | Move to the first item of the menu bar.
Alt + 3 | Move to the active interaction in the Batch Navigation.
Alt + 4 | Move to the display bar.
Alt + 5 | Move to the Statistics bar.
Alt + 7 | Move to the first area (shown in grey below) in the current panel. or
Alt + 8 | Move to the second area (shown in grey below) in the current panel. or
Alt + 9 | Move to the third area (shown in grey below) in the current panel.
Alt + 0 | Move to the previous panel. This works like an "undo" for any of the shortcuts shown in the preceding figure.