Creating Custom HotKeys / Shortcuts

I work in a call centre and all of our phone options such as answering calls, placing a call on hold and hanging up can be controlled through a desktop application and keyboard shortcuts. My issue with this is that the keyboard shortcuts only work if the phone software is the active window.

My question is this. Is there anyway to configure a set of always active hotkeys to activate the options?

What you're looking for is some global hotkey manager.I would recommend Autohotkey,i used it before for hanging up and answering on some old Voip app(cant remember the name).Can't remember how do you set up commands but i think you will need to write some simple scripts,but if i made it so can you.