The ACE Agent Contact handling menu gives you the option of carrying out actions that can also be performed via buttons and hotkeys. Which actions are available depends i.a. on type of contact, your access role and present status.
In the list over the menu choices below, you get suggestions of topics related to each function.
F2 Answer - Answer incoming call from queue
F3 End call - End call in ACE Agent
F4 Make call - The Make call button
F5 Enquiry - Call handling in Unifinder
F6 Pause - Basics about pause
F7 Activate - ACE Agent
F8 Mute on/off - Mute during enquiry call
F10 Accept - Basics about incoming email and Basics about callback and Basics about campaign
F11 Close - Close email in ACE Agent email window and End chat and see history
F12 Never arrived - Basics about working in Light mode
Ctrl N DTMF - DTMF functionality via keypad
Ctrl R Retrieve - Retrieve a parked call
Ctrl G Alternate - Alternate between parked contacts
Ctrl Shift F Transfer - Call handling in Unifinder
Ctrl H Conference - Work without the ACE Agent application
Ctrl D Refuse call - Refuse calling a callback record
Ctrl Shift R Start recording - Handle call recording
Ctrl Shift S Stop recording - Handle call recording
Ctrl Shift P Park - Parked contact in Contacts in progress area
Ctrl Shift E Call later - Postpone call with Call later... button
Ctrl Shift W Associate - Associate – link parked call to new call