15.4. CTI section

This guide will explain each option in the CTI section under the Natterbox Call Center Configuration (NCCC) and how to configure it.

1. Navigate to the app launcher and look up “Natterbox Call Center Configuration”.
   
   
   

2. Click on Natterbox Call Center Configuration
   

3. Locate the NCCC which you would like to update. For reference on which NCCC is the correct one to update, you can look up this article on the types of NCCC we offer.
   

4. Click “Edit” next to the NCCC you would like to amend:

Once you have located the NCCC in question, under the CTI section you will see several settings to adjust. Below you can find a description on what each settings does:

• Location - The location will allow you to identify the type of the configuration. You can find more about this in this article.

• CTI Service Host - This fields is used to define the data center to which your CTI would connect. To ensure that the CTI locates the best and closest data center automatically, please ensure that the value is set as “https://cti.redmatter.com”

• UI Theme - This field will allow you to select between 3 separate versions of the CTI:

  • Classic

  • Lightning (CTI 2.0)

  • Freedom
    
    Please note: You can find out more about our interfaces by reading the guides: CTI 2.0 and/or Freedom CTI
    
    

• Groups Support - This setting is a standalone availability mechanism which is not intended to be used with the other availability mechanisms we offer. If ticked, this setting will generate drop down menus in the CTI which would allow the users to log in or log out of any group they are a member of.
  

• Display Recording UI - When this setting is ticked, and the agent is on an active call, the agent will be presented with an identifier that the call is being recorded. This varies in how it looks based on the CTI UI theme which the agents use:

Lightning (CTI 2.0):

Freedom CTI:

• Enable Star Code Buttons - If ticked, this setting allows you to configure a specific button between 1 and 9 to perform pause and resume call recording actions. Alongside ticking this setting, you would also have to configure the record a call component by ticking the setting “Allow users to pause the recording with star code” Once this is done, please reach out to our support team, so they can finish the configuration.
  
  Please note: that this feature is available only if you are using the standard record a call routing policy application. Star codes are not supported for setups where the record and analyse routing policy application is used.
  

• Disable Withhold Caller ID - When this setting is ticked, the option to withhold your caller ID from the CTI’s “My caller ID” is no longer available.
  

• Date Time Format - Selects the Date/Time formatting of the {CallDateTimeLocal} macro according to the locale & language of the organisation. Also sets the time formatting in the CTI UI according to the locale of the user
  

• Disable PCI Auto Launch - When ticked, this setting suppresses the automatic launching of the PCI Agent Assist window from Freedom when taking a payment.