11. Call Status

Please note: this is a legacy tab used in the classic environment and is no longer under active development. To listen to live calls we recommend using either the Freedom CTI or Wallboards.

Within the Natterbox app on Salesforce, the Call Status tab shows the status of current calls by group. If the user has the appropriate permissions, calls can be listened to from this page.

To utilize this page, a user must have Administrator or Team Leader permissions. In addition, they must be an administrator for an appropriate group.

 The Call Status Tab

Select the Call Status tab.

This opens the Call Status page. A drop down list lists all the groups that the user is an administrator for and has Live Call Status enabled within. Whichever group is currently selected determines which calls are shown.

• Select the desired group.

This shows all calls that are currently ongoing for any user within that group. The list is refreshed every 5 seconds.

Clicking on a User ID link within the list navigates to the Natterbox User record for that user ID. Hovering the mouse over the user gives a snapshot of that user with links to View or Edit them.

Listening in to a Call

Note: To make sure the Listen In feature performs as expected, apply Team Leader permissions to the user as this is necessary to see the required Salesforce objects.

Any calls that the current user has access to listen in to are accompanied by the Listen In icon by one or both of the (From and To) numbers.

• Click the 'Listen In' icon corresponding to the call to be listened to.
   

This opens the Listen In Device pop-up box.

• Click the Listen In icon for the device on which the listen in is to be performed.

The selected device will ring (if the device is a webphone, auto answer may be enabled) allowing the listen in to commence (this may take a couple of seconds). The Listen In call is then displayed in the call status list when it next refreshes.

Note: In order to perform a Listen In, the user must have a device open and ready for use - this is usually the webphone supporting the CTI.

During a Listen in Scenario

When listening to a call, the default state is for the listener to be muted, with no notification to either party on the call. However, while listening in, pressing the following numbers on the dial pad activates the associated request:

• Mute after selecting a different option

• Talk to agent only

• Talk to customer only

• Talk to both parties