3.3. Natterbox User Tab

Configuring additional user settings

• In the Natterbox Users tab select a user by clicking on the name to edit and/or view additional settings.

• Here you will find the following segments:
• Natterbox User Information (this is the same user information that can be seen and edited when clicking edit to the left of the users name in the Natterbox Users tab). Most common things that need changing are the assigned availability profile and state, the assigned extension and potentially the PIN number (only relevant for individual voicemails, voicemail drop and can initially be setup by the user). To save any changes please use the specific save button for this section.

Users can dial 1571 from the dial pad and log into the voicemail system for their individual voicemail box. The first time this is done a voice will guide through the setup and allow the user to set a PIN. Only if they forget this PIN will it need to be set in the Users Information.

• Settings (Inherited from Organization Level) - these settings initially point to those held by the organization. Changing the timezone will only affect voicemail timestamps and not any rules set up in the policy. External Caller ID Number can be set from the CTI and rarely needs to be set here. To save any changes please use the specific save button for this section.

The Country sets the user's location and this affects which international calling code is automatically used when dialing with the Webphone/CTI.

• Voicemail Settings - Here an email notification can be set for the voicemails received as well as the option to send a copy via the email and set a recipient address. The voicemail will be attached as an MP3 file. To save any changes please use the specific save button for this section.

• Devices Ring Order 

• The order in which a user's assigned devices are set to ring can be changed here.
• Click Edit to open these settings for editing. All devices that have been assigned to the user are displayed in the Devices Ring Order list, along with any numbers that have been added manually.
• Each row in the list can be configured as follows:

The Available check box can be checked or unchecked to show whether or not a device is available for use. Unavailable devices will be omitted from the ring order. This box is checked by default for the user's Webphone and Added Numbers but unchecked by default for manually Assigned Devices.

• The Number field is not editable for an assigned device but is editable for a manually added number.
• The Active Device box reflects whether an assigned device is set to active in the Devices tab, and remains blank for a manually added number. This box is purely for information.
• The Ring Time field can be edited as required. The device or number will ring for the configured number of seconds. It is set to 30 by default.
• The Wait Time field can be edited as required. After the device or number has rung (for the amount of time specified in the Ring Time field), the device or number will wait for the configured number of seconds before allowing the following device or number in the ring order to ring. It is set to 1 by default.
• To Change the ring Order navigate to each device and move it up or down using the arrows in the Order column to set their positions in the ring order.
• When assigning a device, the Available Devices are those that exist within the Devices tab and are not already assigned. The devices that are assigned to a user can be shown on the Natterbox Users Home page listing and the device assignment is displayed in the Devices tab page as well.
• To create a new device please see the Devices section.

A device can only be assigned to one user.

Webphones are not displayed. All users have a Webphone assigned to them.

The devices displayed within the Available Devices column are those that have been configured within Devices but are not currently assigned to any user.

The devices displayed within the Selected Devices column are those that have been configured within Devices and are currently assigned to the user in question.

• In addition to the assigned registered devices, it is possible to add a number, for example a mobile number, to the ring Order listing so that any number can be included in the ring order.
• To add a number click edit within the Devices Ring Order section followed by the Add Number button.
• A new, empty row of fields opens at the bottom of the ring Order list ready for input.

• Complete the details as appropriate:
• The Available check box can be checked or unchecked, just like for an assigned device. It is checked by default.
• The Number field, unlike for an assigned device, is editable. It is also mandatory. When the field is first added, it displays a 0.
• The Active Device box remains blank as there is no way for the system to confirm if an exterior number is active or not.
• The Ring Time field and Wait Time field can be edited, just like for assigned devices. It is set to 30 and 1 respectively, by default.
• Click the Save button to confirm the changes.
• To Delete a manually added Number click the Del button in the left column, this link is not available for assigned devices, to remove Devices first remove the assignment and then delete in the Devices tab.
• Click the Save button to confirm the deletion.

Voicemail

• Voicemails left for the user can be viewed and listened to from here. In the voicemail section of the Freedom CTI or CTI 2.0 voicemails can also be searched and listened to. The most recent 10 voicemails are listed in the Voicemail section of the User page as well.

Groups

• This list displays all the groups that a user has been added to within the Groups tab.

• From here, the user can be logged in and out of each group as required. Logged in (checkbox checked) means the user will receive calls coming in for that group. Logged out means the user will not receive calls coming in for that group.
• A group can also be set as Primary, this is important for reporting as only the primary group will be populated in the To Group field of the call reporting object.

Associated Numbers

• This list displays numbers that have been associated with the user. Once registered, they can be in the CTI, either to be displayed as the outbound number or to receive calls on the associated device. These numbers are not part of the Devices Ring Order unless added there separately, neither are they related to the numbers in the Phone Numbers tab.

It is not required to set up an associated number to use the Natterbox mobile app. 

• Enter the number to be associated (mandatory field) - this must be in a standard international format (without a '+' prefix, with an international code and with no leading zeros), i.e. it must begin with a number 1-9. Examples of this might be 447909123456 (UK mobile) or 17311234567 (US landline).
• Select if the number is to be enabled (if disabled this number will not be available to any part of the system).
• Select the type of number it is.
• Select if the number is to be enabled for CTI tracking for Call Queues.
• Select if the number is to be enabled for:
  • DDI Dial calls, User Dial calls, User Dial (as group member) and/or User Dial (as Call Queue agent)
• These can all be set as Enabled, Enabled with Screening or Disabled.
• Select if the number is a Private or Shared number.
• Click Save to save the record and associate the number with the user.
• To edit or delete an associated number, click the Edit link corresponding to the number to be edited to open it for editing, or click the Del link to delete the record.

Skills

• This list displays all the skills that have been configured within the Account Settings tab.