7. Account Settings Tab

Click edit to make org wide changes to:

• Hold Music

• Time Zone

• Present Caller Id

• External Caller Id Number
  Please note: If there is no Caller Line Identity configured for the account, a notification is displayed on the Admin Home page to prompt for one to be configured. This is important to make sure that outbound calls are not set as unknown or anonymous. Before it can be configured, at least one organization wide number must be acquired from the Phone Numbers tab. Once a number has been acquired, it can be set as the External Caller Id Number as described below, in To Edit Account Settings.

• Country

• Voice

• Track CTI Device for New Users

Please note: these values can still be changed on a per policy or per agent basis.

List Page Size - The number of records that are displayed by default for all users in the organization, select a number from the preset options in the dropdown list. The options are:

• 100

• 250

• 500

• 1000

• 2000

• If this is checked, the default setting for all users in the organization is that they can access their own recordings. If it is unchecked, they cannot.

• Settings for specific users and groups to access voicemails contrary to this setting can be made in the Recording Access page in the Admin Home tab.

This section defines which Salesforce objects the Call Reporting scheduled job can look up (or in the case of skills, associate with call information). Options are:

• Enable Contact Lookup

• Enable Lead Lookup

• Enable Account Lookup

• Enable Skills Reporting (this enables the report type Call Reporting with Requested Skills and Skill)

These settings are only relevant to organizations using Service Cloud Voice.

• Enable Next Best Action Integration

• Transcription Language

• Enable Missed Call Notifications

• Transcription Event Batch Size

• Sync Configuration

These settings are only relevant if you are using Insight or Natterbox AI and will usually be enabled during deployment by our team. For more Insight Settings, see here.

• Control by Recording Access - If this is enabled, access to Insight records is granted via access to call recordings. Access to call recordings can be granted from the Admin Home.

• Transcription Language - this is the language the calls are transcribed in

• Enable Call Summarization - If this is enabled, each call is given an AI summary. This is stored in the Insight Object in a field called ‘Call Summary’ (nbavs__CallSummarization__c) and can also be seen in Insight Search by adding the field ‘Call Summarization’ from ‘Manage Columns’.

• Enable End User Access All Insights - If this is disabled, an end user can see only the Insight records which a Supervisor has assigned a note against in the Insight Search tab. If this is enabled, end users can see all the calls associated with them in the Insight Search tab.

• Transcription Provider - this should say ‘TranscriptDG’. If it says otherwise, please raise a case with Natterbox Support.

• Track CTI Device for New Users - If enabled this will disable all other devices in the device to call from list (in user settings) other than that selected in the CTI
  Note: this is only available by clicking edit at the top of the page.  

• Enable Enhanced Wrap-Up - Auto Enabled from v1.288 and above, this setting provides access to the Enhanced Wrap-Up features

• Show Number Label in My Caller ID - Available from 1.289, if enabled, this will show the number label (input from the phone numbers tab) in the My Caller ID drop-down in the CTI to make number selection easier for your agents.

• Optimized Transfer - enabling this setting will place the caller on hold as soon as the transfer button is pressed in the CTI, leaving this disabled will place the caller on hold only when the transfer is initiated.

• Auto Deactivate Users - when the Salesforce user is deactivated, the Natterbox User will be automatically off-boarded

• Permissions Level management via Salesforce - manage Natterbox permissions exclusively in Salesforce rather than on the Natterbox User

• Add Profile

• View/Edit existing Profiles

For further information around setting availability profiles and states please refer to that chapter.

New skills can be created and assigned here for use in the policies.

• New Skills

• View/Edit existing Skills

Here you can upload sound files to be used in routing policies.

• Add Sound

• Refresh

• View/Edit existing Sounds

Here are the requirements for any sound files:

1. Standard Definition 16-bit, 16Khz, mono and must be in .wav format and cannot exceed 5MB - you can use this site or any other secure file converter apps or sites to convert sound files

2. When uploading sound file, the tag can only have ONE uppercase at the beginning of the name.

3. The tag CANNOT have any more uppercase letters after the first

4. The tag CANNOT have any numeric in it.

5. Previously uploaded files that do not follow the above rules, will need to be re-uploaded to meet the above requirements.

Examples: