This guide is for Salesforce Administrators to set up the Natterbox integration with Salesforce Omni-Channel and enable your agents to be able to use it.
Natterbox's Omni-Channel integration has been enhanced to support Enhanced Omni-Channel functionality.
What does it do?
Natterbox Freedom and CTI customers can benefit from a Presence integration feature to enable users of Salesforce Omni-Channel to have voice and non-voice work routed to them as appropriate to both their Salesforce Omni-Channel Presence and Natterbox Availability.
Using this integration, Salesforce Omni-Channel is responsible for routing all non-voice work items to agents and Natterbox routes voice calls. This means the Omni-Channel Presence status is shared between the two systems to ensure that an agent receives the right work at the right time.
Agents will typically use the Omni-Channel agent interface to control their Presence status for both Omni-Channel non-voice workloads and Natterbox voice calls and to interact with non-voice workloads.
What happens... when an agent is on a call?
In a typical implementation, you will configure a new Busy Presence status within Salesforce Omni-Channel, which is used to indicate that an agent is on a voice call (eg Busy – On Call). This Omni-Channel Presence status will typically have no Service Channels associated with it (e.g. cases, leads, etc) as the only inbound work handled under this status will be calls, which are handled directly by Natterbox.
When a voice call is answered by an agent, the Omni-Channel Presence status is modified to this Busy state, blocking all new non-voice work items from being routed to the agent.
When the agent hangs up the call, the Omni-Channel Presence will revert to its previous state, allowing non-voice work items to start flowing to the agent again.
Agents can, therefore, make themselves available in Freedom for Salesforce or the CTI for voice calls, and when they answer a voice call, Salesforce Omni-Channel is then told to not route any further non-voice calls to the agent.
What happens... when an agent is handling non-voice work?
If an agent wants to work only on non-voice work items, and not have voice calls routed to them, a second capability allows their Salesforce Omni-Channel Presence status to directly control how Natterbox routes calls.
For example, the agent could have a Presence status called Busy - Non-Voice Work, which allows them to handle their non-voice workload only. In this case, when the agent sets their Omni-Channel Presence status to Busy - Non-Voice Work, Natterbox call routing will be disabled for the given agent, meaning they won’t receive voice calls.
The agent may later switch back to an Available state that enables calls to be routed to them.
It is also possible to mix both voice and non-voice at the same time, using other appropriate Presence statuses.
Getting Started
What’s Needed?
AVS Version 1.85.0 (or above).
CTI version 2.4(or above).
The latest versions can be found here.
An Important Note about Compatibility
At time of writing, this presence implementation is not compatible with Natterbox Availability. This is because the two mechanisms of logging a user in and out of Groups work independently and will run the risk of becoming out of sync.
For agents who use Availability, go to:
Natterbox Users
Set Availability Profile to None
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Adding the CTI to a Lightning App
To add the CTI to your App, go to:
Setup (Lighting)
App Manager
Click on app you want to add CTI to
Edit
Utility items
Add Utility items
Natterbox CTI for Omni-Channel
Save
Note: You will need to have a custom domain in order to see the Natterbox CTI.
Please note: these steps assume that you have already added the Omni-Channel utility item to the relevant app, though if not, please do this first using the same process as the one you’ve completed to add the CTI.
Once you’ve pressed Save, navigate to the App you’ve added the CTI to (eg Service Console) and you should now see the Natterbox CTI:
Configuring the Integration
Step 1: Ensure all agents have been configured in a group.
Step 2: Ensure you have configured your Omni-Channel Presence Statuses. We recommend you create a dedicated status for both taking:
A call from a call queue
A general call
The Presence Statuses for when an agent is taking a call should be set to Busy:
Remember to enable these new Statuses for the Profiles you wish to use Omni-Channel:
Setup > Profile > (Selected Profile) > Enabled Service Presence Status Access
Step 3: Navigate to the Natterbox Call Center Configuration page and edit the profile for the agents using Omni-Channel.
You will see the following two Omni-Channel settings.
Step 4: Under Omni-Channel Service Presence Status Mapping set the following options:
Set Call Queue Call to all statuses that are busy while they are on a call from a call queue (in the example above ‘On Queue Call’)
Set Inbound Call to all statuses that are are busy while on an inbound call, for example a DDI call. This value can be the same as the ‘Call Queue Call’ presence or different (if you want more detailed reporting).
Set Outbound Call to all statuses that are are busy while on an outbound call. As above, it can be the same as other ‘on call’ values.
Set Call Queue Wrap-Up to all statuses that are are busy while wrapping up a call. We highly recommend this is a different value from the ‘on call’ presences.
Here are two ways to do it:
This way has a different presence for each type of call. Each presence is configured as ‘busy’.
The second way just uses one presence state for all calls. Again, the presence is ‘busy’.
Step 5: Under Natterbox Group Login/Logout Omni-Channel Presence Status Triggers set the following options:
Set the Service Presence Login Statuses to all statuses that you wish to cause agents to log in to all their call groups when they switch to it (in this example, Available).
Set the Service Presence Logout Statuses to all statuses that you wish to cause agents to log out of all their call groups when they switch to it (in this example, Offline and Lunch - hold CTRL/CMD when selecting statuses to choose more than one).
Note - Offline is a default Presence Status which is native to Omni-Channel.You will also want to include any presences that are available for other channels but do not include phone. For example, ‘Available for Chat/Cases’ would be a logout status.
Here are two different examples:
Step 6: Save the Natterbox Call Center Config Profile (at the top or bottom).
Note: users actively using the CTI will need to reload their Call Center settings from the CTI (Settings section), or they will be automatically updated after they perform a fresh login into Salesforce.
