Introduction

The Contact Center application respects the keyboard shortcuts defined by the common operating systems and browsers to avoid confusion of the user with divergent shortcuts. Therefore the CC has a set of shortcuts of its own.

There are several web sites that deal with the shortcuts of operating systems and browsers:

Useful Libraries

The plugin jQuery Hotkeys supports the handling of keyboard events.

Shortcuts

Controls have to be put in a useful order so that the user can navigate them via tab key. Therefore, they should have an attribute tabindex to specify the position in the tabbing order.
It must be possible to interact with the Contact Center application with defined shortcuts.

Implementation

The global shortcuts are defined in ContactRoute.js and can be adapted easily. For example look at page:

Guide - OCST (Omni-Channel Services Toolset) Keyboard Interaction.

Used Shortcuts

General

Key Event	Action
Alt+K	Shows all possible shortcuts of the page (shortcut hints)
Alt+H	Shows online help of the Contact Center
ALT+E	Customer search switches between the simple customer search and the extended customer search.
ALT+I	Opens the customer overview page
Alt+O	Opens the Quick Order page
ALT+B	Contact session pages starts a co-browsing storefront session
ALT+C	Opens the Coupon page
ALT+L	Opens the stores list
Alt+Q	Finishes the current contact session

Login Page

Key Event	Action
Enter	Login at the Contact Center

Welcome Page

Key Event	Action
Alt+s	Shows the customer search
Alt+c	Shows the coupon page

Customer Search Form

Key Event	Action
Alt+e	Show the extended search
Enter	Search for a customer
Alt+a	Assign a customer

Coupon Page

Key Event	Action
keyUp/keyDown	Select a promotion
Enter	Create a coupon code

Quick Order

Key Event	Action
Alt+o	Shows the quick order page
Arrow-Keys Tab	Select drop down boxes and select items

Navigation with Arrow-Keys

Detail information about implementation here:

Guide - Keyboard Interaction - OCST (Omni-Channel Services Toolset) section Navigation with Arrow-Keys

Testability

General information about the testability in a OCST application here:

Guide - Keyboard Interaction - OCST (Omni-Channel Services Toolset) section Testability

Disclaimer

The information provided in the Knowledge Base may not be applicable to all systems and situations. Intershop Communications will not be liable to any party for any direct or indirect damages resulting from the use of the Customer Support section of the Intershop Corporate Web site, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system.

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