Go to the Natterbox Call Center Configuration tab. To do this, click on the App Launcher in the top left corner of Salesforce and search for Natterbox Call Center Configuration.
Click Edit next to the Call Center Configuration you wish to change.
💡 TipThe default Call Center Configuration is assigned to your organisation however you are able to create new / clone existing configurations which can be assigned at either a Salesforce profile or user level. See here for more info.
Scroll down until you see 2 sections:
Wrap-Up Codes (Inbound) - the codes available after an inbound call.
Wrap-Up Codes (Outbound) - the codes available after an outbound call.
Within each section you are able to make the changes required.
💡 TipPlease make sure that the default wrap-ups are not deleted if they don’t match your needs. These wrap-up codes should be redesigned via the edit feature instead. There needs to be a default wrap-up to save the changes.
Clicking the New button will add a new code
Clicking Edit will allow you to edit the relevant code label and information
Del will delete the relevant code
The up and down arrows will move the code up or down in the order.
The left / right arrows will indent the code and make it a secondary wrap-up code dependent on the main wrap-up code above it.
When editing or creating a new wrap-up code, click Update to save the current change.
Scroll back to the top of the page and click Save to finalise the changes.
Configuration will be available for users the next time they log into Salesforce, or after the user dials ##4 on their CTI and ##0. These are quick commands which delete the current configuration the CTI is using and prompt the CTI to load the newly updated configuration
The above is an example of main / secondary wrap-up codes and how they appear in both Call Center Configuration and the Freedom CTI.
When ‘Call Answered’ is selected as the main wrap-up, the below 3 options can then be selected as secondary wrap-ups.