3.2. License Management

• After adding a user we need to assign the appropriate licenses, these will define which parts of the Natterbox platform will be used.

These are licenses for the different interfaces:

• CTI (Unavailable) - For most customers, this will be unavailable to be selected unless you also select the Freedom license. Assigning a Freedom license automatically assigns a CTI license, and removing the Freedom license automatically removes the CTI license.
  There may be some customers that can check only the CTI. This is because historically CTI was our only interface license but Freedom has replaced it.
  
• Freedom - This is for accessing the web phone either via the CTI, App or web interface. Selecting this will automatically also select the CTI license as described above.
  
• Service Cloud Voice (disabled) - Becomes relevant when utilizing Service Cloud Voice and using the Salesforce CTI and BYOT. A user cannot have Freedom and SCV, they are mutually exclusive.
  
  

Then, the other licenses which add functionality:

• Cloud PBX - Gives access to the phone system itself whereas CTI, Freedom and Service Cloud Voice are the different Interfaces.
  
• Contact Center - Optional. This license allows users to receive calls via a call queue, gives access to availability profiles and states, wallboards and the apps in the policy builder that let you query, update and create records for incoming calls which is required for functions like, web to lead to queue, post call surveys and querying cases for example.
  
• Record - Optional. Can be assigned to any user. Is required for any user who’s calls will be recorded and needs to be added to a group that supports call recording. Also required for listening into call recordings.
  
• PCI (Disabled) - Currently not in use
  
• Insight - Optional. Required by all agents and managers/supervisors that will need to use the insights product.