4. Freedom Mobile App

Freedom is our newest interface and it comes as a mobile app. Here is how to set it up, make and receive calls using it.

Video tutorial

Requirements

To use Freedom Mobile as an iPhone user you’ll need:

• iOS version 11 or more recent

• iPhone 6s or more recent

Android users will need Android version 10 or above. See our Supported Devices List.

Installing the App

The Freedom mobile app can be downloaded for Android and iOS from the respective app store.

Getting Started

Tap on the app to see the following screen:

• Get Started

• Continue

• Enter your Salesforce credentials, then tap Log In (see below)

Please note: Salesforce Mobile users: please note you may need to change your settings in the Salesforce Mobile app to ask every time when allowing the app to open supported links. Without this setting you may be taken to Salesforce Mobile whenever you login to Freedom Mobile.

Depending on your device type, you will be prompted to accept a number of permission requests: please ensure you accept all of these to be able to use the app.

Home screen

Do Not Disturb

At the top right of most screens you will see the Do Not Disturb icon, tapping this will toggle Do Not Disturb on/off, Do Not Disturb only affects the mobile device, if you are have other devices open you will still receive calls on those.

Do Not Disturb Disabled (Mobile device will ring)	Do Not Disturb Enabled (Mobile device will not ring)

Set Availability

Making a call

There are several ways to make a call with Freedom Mobile.

1. At the bottom of any screen you will see the make a call icon:

Tap on the icon to bring up the following screen:

The call can now be made by:

• Entering the first 3 or more letters of a Contact or Account name then clicking their number when it appears

• Entering a number directly onto the keypad and pressing the green call button
  
  

2. On the recent calls tab press on any name/number to call:

3. On the Groups screen (accessible from the Home tab), you can tap the  icon to call a colleague

Receiving a call

To receive a call there are just two things you need to bare in mind:

You need to be logged in to Freedom Mobile: once logged in, you will remain so until you choose to log out - you can do this on the settings screen. This is different to using Salesforce on your computer when you will be logged out after a certain period of inactivity.

The Do Not Disturb feature needs to be in the Off position (see the Home screen). If you have it in the On position, you won’t receive Natterbox calls on Freedom Mobile, though you will continue to receive these on any other Freedom platform you are logged into (Freedom for Salesforce or Freedom Web). The Do Not Disturb feature only affects Natterbox calls, so when it is enabled, you will still be able to receive calls to your own mobile phone number and via any other communication apps.

You don’t need the Freedom Mobile app open to receive a call, though note that if the app is closed, iOS users will first see a message like this appear on their phone screen:

Clicking the blue Accept Call button opens Freedom Mobile, where if known to Salesforce, the caller’s details will be displayed.

Android users will instead see the following message:

and selecting the accept call button will take them to Freedom Mobile.

Please note on older devices or those running on older version of Android, after answering a call as above it may also be necessary to manually open Freedom Mobile to handle the call from there (for example to make notes or perform a transfer). Where this is the case, the call will be “live” in Freedom Mobile from the moment it is answered, so nothing is lost if you don’t do this straight away.

In-call options

Once on a call, you will see the following options:

1. Press Back to return to the previous screen (while keeping your call active)

2. Press Add Notes to enter notes during the call (which will pull through when you wrap up the call)

3. Press Keypad to bring up the dialpad (if you need to enter a number in a switchboard for example)

4. Place the call on Hold / resume call
   Please note: Android users if using Freedom Mobile under your work profile, the Hold and Mute functions may be inoperable. You may need to speak with your IT Dept to understand if these profile settings can be changed for you.

5. Press Add Call to add a new separate call whilst keeping your current call active

6. Activate/Deactivate the Speaker

7. Mute your microphone

8. Transfer the call

Clicking the transfer button brings you to the following screen

Select the name of the person to whom you wish to transfer the call or key in their number directly then tap either Blind or Attended transfer.

In an Attended Transfer, you first speak to the Agent to whom you’re transferring the call or and in a Blind Transfer you transfer the call without speaking first with the Agent.

If you have mistakenly come through to this screen, you can click the X at the top left of the screen to go back to the Active Call screen.

When performing a Blind Transfer, the person you’re speaking to will be put through to the other Agent straight away and your call will automatically hang up, taking you to the wrap up screen.

During an Attended Transfer, when the Agent to whom the call is being transferred picks up, the call will automatically be placed into Consult mode, meaning you can speak with them while the Customer is on hold

If you wish to speak with both the Agent to whom the call is being transferred and the Customer at the same time, select Conference and this will take the customer off hold so all three parties can speak at the same time

Assuming you wish to pass off the transfer to the other Agent, click Complete Transfer and you will exit the call, leaving the other Agent and Customer to speak. You will next see the Wrap Up screen.

If you wish to exit the transfer process, tap Resume Call and you will return to your call with the original party.

End of a call

At the end of an external call (ie one that is not with a colleague whose phone details are saved in Natterbox), you will be presented with a wrap up screen

1. Change Person call is related to (if number matches more than one)

2. Change Account call is related to (if number matches more than one)

3. Choose Wrap Up code

4. Notes box - can be used during call and continued at the wrap up stage

5. SetCallback reminder (please note these will appear in Salesforce, not Freedom Mobile)

6. Disregard call (no wrap up - you will only see this button if it has been configured for you)

7. Done saves the wrap up and details are pushed to Salesforce

8. Save for later puts the wrap up in the (outstanding) Wrap Ups screen for later completion

Settings screen

1. My Caller ID enables you to choose which number you want to present to people you call

2. Enables you to choose which Device to call from - this should usually be set as Webphone

3. A green tick (as shown) confirms the app has permission to use your Microphone

4. Tests the anticipated call quality and provides an expected score out of 100.

5. Reloads any settings (such as wrap up codes, availability states) that your admin might have changed

6. View the Natterbox Privacy Policy

7. Allows you to call an echo line, which will repeat back to you exactly what you say, so you can hear exactly what your customer will hear.

8.  Sign out of Freedom Mobile so that you do not receive any calls through the app. You will also need to sign back in to make a call.

Recent Calls screen

1. Use the Filtermenu to filter calls by All / Missed / Outbound / Received

2. The Search bar allows you to search for calls by Name / Number

3. Call info includes Contact Name, Number, Date of Call and Call Duration

4. Press-to-dial on all numbers/contact names

Voicemails

1. Use the Filtermenu filter voicemails by All / New / Urgent / Saved / Listened

2. The Search bar allows you to search for voicemails by Name / Number

3. Tap the Play button next to a voicemail to listen to it

Activity History

1. Click card to open Activity (see following screen)

Test Connection

1.  Press the test connection button in Settings

2. Wait for the system to test the connection

   

3. After 30 seconds you will receive a score out of 100

   

4. If you are in communication with Natterbox support you may be asked to email the log by pressing the Email Log button

Echo Line

1. Press the Echo Line button in settings

2. An outbound call will be started

3. Wait for the prompt to start speaking

4. Listen back to your voice to check quality of the call

Interface/UI

The interface looks like this:

Please note: there are some customisable options that may or may not be activated by your administrator: availability states, record pause/resume, custom text field and picklists.