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.

Requirements

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

• iOS version 17.4 or more recent

• iPhone 8 or more recent

Android users will need Android version 24 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:

You will have to slide two times to the right to get to the following login screen. Click Sign in to initiate the authentication process.

Next click Continue and then sign in with your Salesforce credentials as shown below.

• Sign in

• 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

The Home Screen includes a Dashboard showing New Missed Calls, Messages, Voicemail, and Wrapups. There is also a Recent Calls list showing the most recent but not all calls. To see All Calls click All Calls.

Do Not Disturb

At the top right of your mobile screen you will see your user icon, tapping this icon will open the Availability menu. You can toggle Do Not Disturb on and off. When you are in Do Not Disturb mode the indicator bar at the top of the screen will turn red and the status message will say “Do Not Disturb”. Do Not Disturb only affects the mobile device, if you are have other devices open you will still receive calls on those.

Set Availability

You can set Availability via the Availability menu accessible by clicking on your initials on the top right of your screen.

Making a call

There are several ways to make a call with Freedom Mobile. It is possible to make a call from the Home page, the Make a Call Page, the Activity page, and the Contacts page. The footer navigation is shown below with Make a Call selected.

1. At the bottom of any screen you can see the make a call icon in the footer navigation.

Tap on the icon to bring up the following Dial Pad screen:

The call can now be made by entering a number directly onto the keypad and pressing the green call button.

3. The Activity tab is represented by the clock icon below.

Tap the Activity icon to navigate to the Calls Activity screen. From you can initiate a call back by tapping on the activity card.

3. The Home Page tab is represented by the house icon below.

From the Home Page you can also see your most recent call activity. Click on a call record to initiate a call.

4. The Contacts tab is represented by the people icon.

Tap the Contacts icon to navigate to the Contacts page. There are two tabs within this section: Internal and External.

The Internal section will not initially display users and only displays Groups. Either click into a Group to see who is available or search for a team mate.

When you search for a team mate, internal contacts will appear at the top of the screen.

The External is for customer contacts and accounts. You can search on either tab and the search term will propogate across both screens for convenience.

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:

Clicking the transfer button brings you to the following Dialpad screen

On the Dialpad screen you can either enter a number or navigate to Internal or External contacts. If you enter a number you must select either Blind Transfer or Attended Transfer.

If you navigate to the internal or external tabs select the name of the person to whom you wish to transfer the call or key in their name to find them. Tap their name and 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 back arrow 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 Cancel Transfer 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

To redial the contact click back to Redial Page in the top left of the screen. You can get back to the wrap-up screen by clicking the wrap-up button. You can also Disregard the wrap-up by clicking Disregard wrap-up at the bottom of the screen.

If you attempt to make a call and the contact does not pickup, you will also be presented this screen.

Activity screens

The Activity tab is represented by the clock icon below.

On this tab you can access Recent Calls, Wrap-ups, and Voicemails.

1. Use the More menu top right 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

Wrap-ups

1. Use the More Menu top right to filter Wrap-ups by All / Complete / Incomplete

2. Tap a record to navigate to the Wrap-up details page

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

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.