End Users

CTI 2.0 is the predecessor of Freedom and is still used in classic environments and can be found occasionally in lightning setups. This is a screenshot of the Interface: In Salesforce classic it will be affixed to the top left of the Salesf...

Freedom is our newest interface and is available as a CTI within Salesforce lightning, on the web as a standalone phone and a mobile. Freedom is not compatible with classic. This chapter is how to use the interface within Salesforce.  Vide...

Here is how to navigate the menu in the Freedom CTI . Home Takes you back to the Home screen. This can also be achieved by clicking from other screens. For more information on the other of the tabs, please see the rest of the chapter....

To view any unresolved wrap ups, please click the menu and then the 'Wrap Ups' tab. At the end of a call, you will get the wrap up screen on the Freedom CTI . Here you can leave notes, add wrap up codes and associate the call with different sal...

Activities Is a summary page for your recent calls and you can click the arrow coming out of the box (right of the window) to pop the Salesforce record.

Call Logs See summary details of calls you made, received and missed (note you can see which calls have been recorded from the “REC” button). You can also use the search bar to find calls by contact name and number:

Voicemails To setup your personal voicemail dial 1571 from the dial pad. A voice will come online to guide you through the setup process and how to setup a personalised greeting. Voicemails in the CTI sidebar menu Here you can see a list of vo...

Address Book The search bar allows you to search and click-to-dial Salesforce Contacts and Accounts as well as internal users and groups / teams. This search functionality is also available while performing a transfer. The same address book functi...

Groups This enables you to see all of your organisation’s groups and their corresponding team members. You’ll be taken to your own primary group membership when you click on this tab. The Group selection bar defaults to your primary...

Voicemail Drop is not available on inbound calls. This feature enables you to leave a pre-recorded message when you reach a voicemail so you can move on to the next call. This can be a great time saver for when you are dialling a lot of outboun...

Settings This section can also be accessed by clicking the  icon on the Home screen. My Caller ID is the number that recipients will see when you call them. You can choose any of the numbers you have available to you from the dropdow...

Freedom supports the ability to take secure PCI payments. Our PCI solution ensures agents can take payments without exposure to customer’s card details. We integrate with PCI Pal so that all payments are securely processed via their platform.&n...

Freedom for web is a standalone webphone that requires a Salesforce chatter free license and Natterbox licenses and can then be access by going to https://freedom.natterbox.com/ The interface looks like this: This Webphone will use a tab ...

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...

Introduction to Test Connection Freedom Mobile 2.10 and above allows users to test their connection to the Natterbox servers to give them a indication of the expect call quality if they were to make a call with the same network conditions. A tes...

Freedom Mobile comes with a useful set of messages to inform you of the status of the app, below you will see the list of alerts which might display and any troubleshooting steps you can take to get yourself back online as soon as possible.

Please note: internal Teams-to-Teams calls as well as video calls will not use Natterbox and will not be logged in Salesforce. MS Teams can be used as a phone interface with Natterbox with the appropriate setup and software connector. Here a...

The SCV CTI is an interface that is only available within that app but with Natterbox telephony running the routing policies. The interface looks like this: See below for a tutorial on how to use the SCV interface: