Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z #

A

Agent

Your member of staff - someone from your organisation making or receiving a call

API

Application Programme Interface

Availability state

An availability state is a picklist of options within an availability profile to log an agent in and out of a group. This will allow them to take calls from the call queue the group is assigned to.

AVS

(Natterbox) Advanced Voice Services

C

Call center

Mainly used in the phrase ‘Call Center Configuration’; the term is used to describe the CTI settings of the Natterbox product.

Call Flow

The configuration set up to route calls based on your requirements to get your customer to the correct agent as quickly as possible.

Call queue

A method of delivering a call to a group of agents, the customer will wait in the queue for an agent to become available - even if no agents are available at the time of the call the customer will stay in the queue waiting for an agent to become available

Call queue members have an availability state that they can update to dictate if they are available to answer incoming calls. Call queue callers hear hold music instead of ringing and can be eligible for a callback.

Call Reporting

An object in the Natterbox managed package which collects over 70 data points for each call

Call Waiting

Similar functionality to your mobile phone if an agent is on the phone and another call is coming in to them (if they are on a call queue call the other call would need to be from outside of the call queue) they will be alerted on their CTI and hear an audible beep. This functionality can be disabled by request.

Callback

The ability for a customer to keep their place in the call queue but hang up.

Sometimes referred to as a virtual callback. After waiting in a call queue for a minimum of 1 minute, the caller can be asked if they want to stay on hold or hang up and receive a callback. Then, the callback request will be completed by an agent working that call queue.

Callback task

Not related to a callback in a call queue. This is a task created in the wrapup of a call (inbound / outbound) where an agent can be reminded to call a number back in X amount of time.

CLI

Caller Line Identification; this is the number that the recipient of the call will see on their device.

Click to Dial

The ability to click on a Phone Number type field in Salesforce to initiate an outbound call to that number from your selected Natterbox device

CRO

Call Reporting Object

CTI

Computer-Telephony Integration; the end user interface / dialpad which allows the user to make, receive and interact with calls

CTI Whisper

The text that is displayed to the agent on the CTI which provides more context and information about the customer

Customer

Your customer/supplier - someone from outside the organisation making a call to you, or receiving a call from you

D

DDI

Direct Dial Inbound

Dial List

Dial Lists enable Accounts, Contacts or Leads to be gathered into a list that is dialled progressively by one or more users.

DTMF

Dual Tone Multi-Frequency. The version of DTMF that is used in push-button telephones for tone dialing is known as Touch-Tone.DTMF is the signal to the phone company that you generate when you press an ordinary telephone's touch keys.

F

Forwarding

If you are unable to port your numbers to Natterbox (or if you are waiting for the port to complete) Forwarding calls to a Natterbox number will allow your new call flows and CTI to work with numbers not on the Natterbox platform

Freedom

Natterbox's newest user interface for voice communications that works within Salesforce, in a web browser, and on mobile.

H

Hold Music

The music customers here when an agent places them on hold - there is a choice of 8 default hold music

Hold Music in Queue

The music customers hear whilst their are queuing for the next available agent - there is a choice of 8 default hold music or you can host your own custom hold music

Hunt Group

A method of delivering a call to multiple agents at once, as soon as one agent picks up the call Natterbox stops presenting the call to all other agents

I

Insight

Natterbox Insight combines voice transcription, sentiment analysis, and advanced speech analytics to give you an in-depth understanding of the conversations happening across your business. Quickly identify which calls and the sections of those calls you should listen to, and spot opportunities for employee recognition and coaching.

ISDN

Integrated Services for Digital Network

IVR

IVR = Interactive Voice Response. Same as a switchboard.

Using different options (i.e. press 1 for sales, 2 for support) an IVR allows your customers to determine their call route

K

KPI

Key Performance Indicator

L

LMS

Learning Management System

Natterbox has an LMS that is accessible via the NDE (Natterbox Digital Experience). Please contact your Natterbox admin if you don't have access.

LOA

Letter of Authority - sometimes required when porting phone numbers in certain countries, must follow a specific template (Natterbox can provide or advise on template required)

N

NCCC

Natterbox Call Center Configuration

NDE

The Natterbox Digital Experience is our customer portal where you can administer your account, raise support cases, access the LMS or go to the knowledgebase. See this guide for more info: How to access the NDE?

NPS

Net Promoter Score

Natterbox could be used to do an NPS by creating a post call survey.

O

Omnichannel

Salesforce Omni-Channel allows your agents to handle customer concerns via any and all channels with one consistent experience.

OTT

Over The Top; a method to install Natterbox over an existing telephony infrastructure.

P

Pause and Resume

The ability for agents (using a button on the CTI) to pause and resume call recording during the call, this can be done multiple times in a call, but the call must start recorded

PBX

Private Branch Exchange

PCI

PCI or PCI Pal stands for Payment Card Industry and pal is the component for taking secure payments over the phone.

Porting

Transferring your number from one telephone company to another

Provisioning

Buying a new phone number

PSTN

Public Switched Telephone Network

Q

Queue Callback

The ability for a customer to keep their place in the call queue but hang up.

R

Record pop

This means automatically opening a record related to a call as it is answered so an agent has the information they need as they take the call.

Routing Policy

The configuration set up to route calls based on your requirements to get your customer to the correct agent as quickly as possible.

S

SaaS

Software as a Service

SCV

Service Cloud Voice

An integration into Salesforce’s Service Cloud Voice app - Natterbox will act as the telephony provider for Service Cloud

Service Cloud Voice

An integration into Salesforce’s Service Cloud Voice app - Natterbox will act as the telephony provider for Service Cloud

Service Start Date

The date on which Licences are enabled within the Salesforce production environment. This also is the date Natterbox will use for billing.

SIP

Session Initiation Protocol

Skill

Call queue feature. Allows calls that are in a queue to be routed to the most appropriate agent based on the attributes that have been assigned to them.

A method of prioritising/filtering which agents can handle calls based on the way the call was routed, for example by language or product proficiency

Skill Based Routing

Call queue feature. Allows calls that are in a queue to be routed to the most appropriate agent based on the attributes that have been assigned to them.

A method of prioritising/filtering which agents can handle calls based on the way the call was routed, for example by language or product proficiency

SLA

Service Level Agreement

SSO

Single Sign-On

Start Stop Recording

The ability for agents (using a button on the CTI) to start or stop the call recording during the call, this can only be done once per call.

Switchboard

Same as an IVR.

Using different options (i.e. press 1 for sales, 2 for support) an IVR allows your customers to determine their call route

T

Text to Speech

An inbuilt engine will take any text that you type in and say it to your customer in the call flow - especially useful when you want to read back dynamic data to the customer - such as the status of a case

TTS

Text-to-speech

U

User

Your member of staff - someone from your organisation making or receiving a call

V

Voicemail

VoIP

VoiceOver Internet Protocol

W

Wallboard

Used only for call queues, wallboards give you a real time view of what is happening in the queue, from number of agents available, number of calls waiting - and daily cumulative stats

Webphone

Web-based applications that allow you to make phone calls directly in your Internet browser.

Sometimes referred to as the 'blue box' by agents. This window needs to be open to allow an agent to make and receive calls.

Whisper text

Text on the CTI that can be customised to provide helpful, relevant information to the answering Natterbox agent.

Wrapup code

Call dispositions that are selected by the agent once the call has completed.