Natterbox App (formerly AVS)
- 15 Apr 2024
- 52 Minutes to read
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Natterbox App (formerly AVS)
- Updated on 15 Apr 2024
- 52 Minutes to read
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Here is our App Exchange listing and here is our latest version.
When the Natterbox app is upgraded, the new version MUST be installed with a setting of Admins Only (this is the default).
The upgrade should be executed out of hours as it can impact users actively using CTI and/or Webphone (this is solved by a page refresh, but it's recommended to be out of hours regardless).
Specific version update information:
v1.199 (this applies to all updates being made from version 1.199 upwards).
v1.169 (this applies to all updates being made from versions prior to v1.169 to all versions 1.169 and above).
v1.144 (this applies to all updates being made from versions prior to v1.144 to all versions 1.144 and above).
**THIS STEP MUST BE COMPLETED FOR A SUCCESSFUL UPGRADE**v1.119 (this applies to all versions 1.119 and above)
V1.291
Add two filter options on the Insight Search page allowing users to filter by Number and Routing Policy
Transcription languages will now be correctly populated for Insight calls, allowing for quick filtering for multinational organisations
Fixed the Favourite filter not showing favourite Insight records from Insight Search
Fixed the Note fields not display their field names from the Insight Search
V1.290
Added a number label for caller identify
Fixed an issue where call tasks were not being linked to corresponding call reporting records
V1.288
Enhanced Wrap Ups are now enabled by default (Note this feature also requires CTI v2.56)
Insight recorded calls can now be paused and resumed
Fixed a bug where large insight records were not able to be downloaded
V1.287
Enhanced Wrap Ups can now be configured (Note this feature also requires CTI v2.56)
Fixed an issue where the omni-channel sync would not work if there were groups with no users in
Additional field created in phone events object to show the Wrap-Up failed time associated with the missed call
V1.286
Dial Lists now supports Cases and Opportunities
Fixed an issue where call tasks were not being linked to corresponding call reporting records
V1.285
Salesforce Einstein Conversation Insights is now supported
V1.284
Fixed an issue where users created in bulk were not getting the correct permission to view wallboards
V1.282
SCV Blind transfer support - note this requires CTI package version 2.53
Fix the issue of unnecessary 'enable EnhancedEmail' requirement on package install
Resolved a Dial List storage usage issue
V1.280
Fixed a field display issue on the Insight Search page
Fixed a transcription export issue
Fixed an issue whereby users were incorrectly receiving calls
Phone number details can be exported
Fixed an issue whereby call queue statistics reset times weren't being full adhered
Added a confirmation check as part of a Sandbox refresh
Fixed a wallboard user status display issue for SCV users
V1.278
You can now enable the ability to summarise your insight calls using AI
Fixed an issue whereby some Wallboards failed to migrate
Fixed a Sandbox refresh issue
V1.274
It's now possible to disallow the option to download call recordings as part of a recording policy
Transferred calls are now more clearly reported on
V1.273
Dutch and 14 other languages have been added to Insight
V1.270
Sandbox refresh support
Bulk user deactivation support
Fixed a call reporting issue
V1.268
New Zealand Dial Plan Added
A fix to Insight Categories creating duplicates in Salesforce
V1.265
Bulk user creation support
Presence and Availability re-architecture cleanup
V1.262
Call reporting fix
Improved Insight transcription quality
V1.260
Fixed various ascending/descending sorting not working
V1.254
Missed Call Notification support for Service Cloud Voice
A fix to being unable to delete large dial lists
V1.253
PCI Payments now live
Major enhancements to dial lists
A fix to the SCV service not being disabled when licenses are removed
V1.252
A fix to call reporting records failing to create for organisations with a large amount of records
V1.251
Service Cloud Voice - A fix to transcription not working for Sandbox environments
A fix to the rule component not saving
A fix to Groups not being able to managed
A fix to not being able to choose "Saturday" on a rule component
Further fixes to dial lists not working
V1.250
Further fixes to the dial lists not working
V1.249
Service Cloud Voice - Added a new macro $(SCVVoiceCallId) which can allow Voice Call IDs to be fetched and then queried or updated
Service Cloud Voice - Respect Agent Capacity support
A fix to dial lists not working
V1.248
Service Cloud Voice - A fix to call recordings not displaying
Service Cloud Voice - A fix to better handle inbound calls when agents are already engaged
A fix to availability times not being correctly calculated for reporting
V1.244
Insight - A fix to transcriptions not appearing
V1.243
Service Cloud Voice - A fix to support multiple tabs with Omni-Channel operating at the same time
V1.242
Service Cloud Voice - A fix to delays between an agent changing their Presence Status from Salesforce and Natterbox aligning with the change
Basic users can now create their own dial list
Team Leaders can manage auto answer for call queues
V1.241
Service Cloud Voice - Voice call records can now be queried and updated from the routing policy
Service Cloud Voice - Voice calls and call reporting objects can now be linked
Skills can now be edited and shared with Team Leaders
A fix to being unable to add or remove self from a Group even with the appropriate access
Improved callbacks attempts to allow for a delay between attempts made
Improved the permissions of the basic user permission set
Further callback reporting fixes
V1.239
A fix to call reporting records not being created after package update
V1.238
Insight - A fix to transcript download issues
Insight - A fix to calls appearing in a random date order on search
A fix to being unable to access groups
Service Cloud Voice - Multiple language support for transcription
Service Cloud Voice - Next Best Action support
V1.237
Insight - various fixes around the search functionality
Reporting enhancement for callback requests now correctly reporting call times attempted
V1.236
Fix for an issue whereby call recordings could not be accessed via a task.
Fix for an issue whereby the transcription download within Insight was not working for managed package orgs.
Back end updates for Salesforce Security Review.
V1.234
Fix for an issue whereby, within SCV, trying to transfer a call and search for certain users was returning an error.
New option within the Account Settings tab, under Service Cloud Voice Settings, to set a default Transcription Language. This is inherited by the Natterbox User.
Fix for an issue whereby the size of a sound file on the Account Settings tab was different from on the file itself.
V1.233
Back end updates for Salesforce Security Review.
V1.231
Fix for an issue whereby existing Availability States could not be edited.
Fix for occasional deployment issue with regards to Test Settings.
The Allow Insight Access check box within the Groups tab is no longer available for Group Members, only Group Administrators.
Cosmetic updates to Insight:
The Insight Notification Panel no longer cuts off boxes on the right or bottom, meaning no scrollbars are necessary as all information now fits correctly.
In the Insight Search tab, the X in the pop-up box for Fired Categories in the Insight Search tab has moved from floating above the pop-up box to the top left of the pop-up box.
In the Insight Search tab, the icons in the Notes column have been updated to match the Natterbox colour palette.
Manage Columns within the Insight Search tab now allows for full control over which columns are visible, making it possible to select or deselect every column.
Fix for an issue whereby notes within the Insight Player were being labelled as Edited despite no editing taking place.
V1.230
Fix for an issue whereby the Availability States in Seconds field in Reports were displaying, incorrectly, 0 seconds.
Fix for an issue whereby the loading bar in the Insight Player would disappear briefly halfway through loading, before reappering to complete the loading animation.
Within the Call Summary tab of the Insight Player, the call bar now shows the time associated with each activity by default, instead of needing to hover over it to gain that information.
Clicking on a note in the Notes section of the Insight Player now opens the transcription at the point where the note is.
New order to the loading of the Insight Player, whereby the audio loading can complete after all other components are made available, which enables faster interaction with the transcription, keywords, top categories and notes.
V1.229
Fix for an issue whereby Service Cloud Voice was being disabled on the back end for an organisation if an SCV licence was removed from a user within the Manage Licenses tab.
Fix for an issue whereby it was not possible to save a change to the External Caller ID within the Settings section of the Natterbox Users tab. This bug was found in v1.222.
V1.228
Fix for an issue whereby Listen In Barge/Whisper was failing.
Fix for an issue with back end testing that occured on the first day of the month due to having no data for the new month.
Update to Admin Permission Set to enable easier administration of Insight - all settings for and access to Insight are now automatically given to this permission set.
Fix for an issue whereby, when performing an attended transfer and then resuming the call, the customer's audio was recorded and transcribed in Insight, but it was incorrectly assigned to the party to whom the call was initially transferred. This occured on both the transcription and on the call timeline.
The third tab in the Insight Player has been renamed from Insights to Timeline Options.
V1.227
New Category Details column is now available within the Insight Search results.
The Insight Notification Panel now pops up when a new notification is received.
Sentiment has been removed from the Insight Player (this to complement being removed from the Insight Search filter in v1.223).
V1.226
Fix for an issue whereby a .wav sound file could not be edited or deleted.
Fix for a back end issue with Sharing Declaration.
Fix for an issue whereby an error was being received when the Insight Job was being run on a very large amount of information.
Improvement to the Sounds section of the Account Settings tab, which can now list more than 1000 records.
The Insight Search tab now has columns that show the rating score for each call listed.
Fix for an issue whereby having too many categories flagged stopped the Insight Player from working.
Fix for an issue whereby the transcript in the Insight Player was overlapping text, making some of it invisible.
Fix for an issue whereby the transcript in the Insight Player was out of sync with the actual call.
V1.224
Fix for a back end issue with Test Methods.
Fix for a back end issue with the FLS Update path.
The Groups tab can now list more than 1000 records, which was a previous limitation.
V1.223
It is no longer possible to assign a user both a CTI and an SCV licence. These are now mutually exclusive.
Fix for an issue whereby playing a call recording from a Report or a Task was not always playing the complete call, but sometimes truncating the recording. This was also affecting the call analysis in Insight.
The call numbers at the top of the Insight Search tab now animate and have had their colours updated.
The Insight Playerhas been simplified to make it more intuitive to use and give the more useful features more space on the page:
The full width of the screen is now used for the player, replacing the fixed width in use previously.
The transcript and the notes section now share 50% of the screen width each.
The timeline and scrubber are now no longer displayed by default.
The controls at the top of the notes section have been minimised in order to take up less space.
Sentiment has been removed from the Insight Search filter as feedback suggested it was not useful.
V1.222
Fix for an issue whereby when a user with both a Contact Center Licence and an Availability Profile had the licence removed, Availability was still (incorrectly) accessible.
Fix for an issue whereby, within the Dial List Reports section of the Dial List Detail page (for Dynamic Dial Lists), the In Queue value (and, as a result, the Progress Bar) were not displaying accurate details.
Fix for an issue whereby creating a Natterbox User from an existing Salesforce Chatter User was producing an error.
Fix for an issue whereby the Group log in/log out checkbox within the Groups tab was not correctly reflecting the actual log in status of a user.
Fix for an issue whereby System Policies in the Routing Policy tab were not saving correctly when a new app was added to an existing container.
Fix for an issue whereby users with Insight Access who were then given Insight Licences could not subsequently have those licences removed. Insight Access and Insight Licences are now independent of each other.
Back end change to improve efficiency when creating a bulk number of users.
Fix for an issue whereby having more than 5000 items in a list view for a Dynamic Dial List was producing an error.
Fix for an issue whereby the Fix Duplicated CROs button was not deleting duplicate CROs.
Fix for an issue whereby, when the Insight Search tab loaded with a large number of records and then the filter was updated to display a different set of results, the Summary Number was not displaying correctly, as it was attempting to display both sets of results at the same time.
Fix for an issue whereby the Dynamic Dial List Processor Scheduled Job was adding jobs to the queue until it reached its limit, despite there being no Dial Lists.
Improvement to make sure that Dial Lists notice if the Dial List Phone Field changes to invalid while the dial item is being processed and puts the item in a state of Invalid.
Improvement to Insight whereby transferred calls were attempting to create duplicate records, subsequently producing an error log when no real error existed.
Improvement in handling of buttons that could be accidentally clicked more than once.
Optimisation of async calls included in Natterbox user creation and editing.
Improvement to Error Logging.
Improvement to logic for assigning Call Center to new users.
Improvement to logic for deleting users.
Improvement to logic for assigning and removing user Licences.
Various back end changes to support the improvements in logic.
Two changes to satisfy Salesforce Security Review:
Stored XSS improvement.
Queries With No Where Or Limit Clause improvement.
Improvements for Unit Tests.
Fix for internal build issues.
V1.221
Fix for an issue whereby Insight was failing to process a record in the state of pending after the scheduled job found an error for that record.
Fix for an issue whereby the Insight Search was returning records that were not in the category requested by the filter that had been applied.
Fix for an issue whereby, within an Availability Logs Report, the Seconds In State field was always populating as 0 instead of how many seconds the user was in that state.
Improvement to the testing environment whereby an automated check for licences when a user is created dynamically was bypassed when failing.
Additional functionality for dynamically created users, pertaining to Availability, Voicemail Drop and Inbound/Outbound calls, to ensure all automated checks pass correctly.
V1.220
Fix for an issue whereby the NBVC Admin Permissionset is not automatically assigned to the first user on initial installation of the Natterbox app.
V1.219
Fix for an issue whereby attempting to delete or disable a user's Associated Number was failing.
Fix for an issue whereby, when creating a Non-Salesforce Natterbox user, the user would default to inactive on creation.
Roll back of changes made to Routing Policy links in version 1.211 due to feedback that the previous behaviour was more intuitive.
V1.218
Fix for an issue whereby, when using Windows 11 and Salesforce Summer 22, attempting to set "Webphone Disabled" or "Track Outbound CTI Device" on a newly created user would fail with no errors - the record would keep its previous settings.
Fix for an issue whereby an error was being shown when trying to create a Static Dial List.
Fix for an issue whereby, when a sound is utilised within a routing policy, trying to delete it from within the Account Settings tab would fail but not give any indication that it had failed.
When the Insight Search page loads, the summary count is now animated.
V1.217
Fix for an issue whereby the Insight schedule job was attempting to insert duplicate category records.
Within the Insight Category Picklist, values are now listed in alphabetical order.
Fix for an issue whereby, in the Natterbox User tab, when viewing a Skill, clicking the Cancel button was refreshing the page rather than returning to the previous page.
Within the Insight Search tab, when a filter is saved, the column layout being used at that point int time is also saved.
Update to method of back end registering users' Availability States as they are changed.
Update to method of back end registering edited Extension field in the Natterbox User tab.
Update to method of back end registering edited Monitored Device field in the Natterbox User tab.
V1.216
Updates for upcoming feature, Flightdeck.
V1.214
Fix for an issue whereby some users were unable to access Wallboards from a read-only link.
Improvement made for when a batch job ID is not able to be found - job ID verification and handling added.
Sharing security for utils class improved.
V1.213
Reworking of custom settings to ensure successful deployment.
V1.212
Fix for an issue whereby, when editing a Natterbox User record with a new extension, the Ring Order policy associated with that user was not updating to reflect this.
Fix for an issue whereby unnecessary error logs were being prduced for the Availability Log Processor.
Fix for an issue whereby adding a user to a group was adding the user twice.
Fix for an issue whereby the Address Book lookup was returning more results than the search parameters identified.
Fix for an issue whereby the CTI log was showing a known saved contact as unknown in the Recent Calls tab.
Fix for an issue whereby Insight records were not moving beyond a state of Processing.
V1.211
Fix for an issue whereby Insight records were not progressing beyond 'processing' due to size issues.
Improvement to making links within the Routing Policiestab:
Previous behaviour: when clicking on a red link icon leading away from an app or container, it was originally designed that the right panel would automatically open in order to configure a new container, which made creating new policies faster. However, when amending an existing policy, or trying to make a link to a container that already existed, this made dragging the link between blocks more difficult, especially if the existing container to be linked to was on the right of the screen, as it was not possible to see it and therefore link to it, because the right panel would cover it.
New behaviour: when clicking on a red link icon, the right panel does not appear. This makes it much easier to clearly administer the flow of the policy. New containers can still be easily added by clicking on the previous container or app and using the Link tab that is then displayed in the right panel.
V1.210
Fix for an issue whereby changing the External Caller ID for a user within the Natterbox User tab was not saving correctly.
Fix for an issue with SDO installation.
Fix for an issue whereby, within a Routing Policy, when utilising the Notify app to send an email, newlines were being ignored and a full stop was being added at the end for the content of the email.
Fix for an issue whereby downloading a recording from Call Logs and Recordings would result in a record where the UUID (which is the file name) was not the same as the call UUID in the Call Reporting Object.
Improvement in internal testing.
V1.209
Fix for an issue whereby the user page which have yet to be populated for a user were failing to load.
Fix for an issue whereby two unit tests were failing, but passing as manual tests.
V1.208
Fix for an issue whereby an error was received when Insight Category numbers exceeded storage capability.
Fix for an issue whereby an error was received when searching in Freedom with encrypted fields.
Fix for an issue whereby an error was received when running a query that included variable of type double.
V1.207
Part two of a fix for an issue whereby the permission levels for some users were not populating correctly.
V1.206
Fix for an issue whereby, within Account Settings, the Edit Skill page was failing to load when an organisation has over 1000 users.
Fix for an issue whereby, within the CTI, the CLI was unable to be changed when the field Internal Caller Id Name was popluated with more than 24 characters within the User tab.
Fix for an issue whereby, within the Manage Licences page, sorting User Licences was not working in some columns.
Fix for an issue whereby, when opening a Wallboard to view, only a blank page was displaying.
Part one of a fix for an issue whereby the permission levels for some users were not populating correctly.
Updates for upcoming feature, Flightdeck.
V1.204
Fix for an issue whereby Service Cloud Voice Wallboard Availability was failing to syncronise.
Fix for an issue whereby error was produced within SF when Flightdeck tried to access SF API in standalone mode.
Errors produced by Flightdeck are now written in a more friendly format in the following situations:
When a wallboard is no longer able to update from the back end.
When a user attempts to log in to a wallboard they are not authorised to access.
When it is not possible to save a wallboard.
When it is not possible to load a wallboard.
Update to User creation to make the licence application more refined.
V1.203
Fix for issue whereby the Natterbox User search page was failing to load.
Fix for issue whereby disabling a webphone in a user's record by unchecking the relevant check box in the Natterbox User tab was not saving correctly.
Fix for issue whereby admin users exceeding a maximum view state size limit were receiving error messages within the Natterbox app.
Removal of the Beta Webphone option from the Account Settings tab in the Natterbox app.
A Service Cloud Voice user can now search for a contact during a call, and perform a transfer to a user in the search results.
When a user is created, their first name/last name combination must now be unique within the org.
V1.202
Fix for an issue whereby the transciption for Service Cloud Voice Next Best Action inbound calls was missing.
Belgian and South African Dialplans added: Belgium and South Africa can now be selected as the organisation home country code and as a user home country code. See Supported Home Countries for full list.
V1.201
Fix for an issue whereby Insight records were not showing in Insight Search tab.
Fix for issue whereby unexpected Insight error messages were being created without good reason.
Users are now able to use Service Cloud Voice without having an admininstrator manually set a monitored device up. Instead, when the appropriate licence is applied to the user, their first registered device (or first associated number if no device is registered) is automatically set as the monitored device.
V1.200
Fix for an issue whereby, when trying to create more than 20 users from existing Salesforce users, the system stopped responding as it is unable to submit more than 20 users at once. Now, when more than 20 users are selected and submitted, and error message informs that this is not possible.
Fix for an issue whereby multiple errors were being received relating to the Schedule User Service Presence Group Sync when there was no problem with the job.
Fix for an issue whereby, in the Insight Search tab, the Lead/Contact/Name filter was not working when Name was selected. This has now been fixed to make sure the correct filters can be applied, depending on encryption type.
V1.199
Fix for an issue whereby, within the Groups tab, when a group has more than 50 users and the Add All Users option is checked, despite all users being selected when navigating through the results list, only the first page (of 50) was being processed.
Fix for an issue whereby an Insights class was producing failures on deployment.
Implementation of Einstein's Next Best Action integration for Service Cloud Voice.
V1.198
Fix for an issue whereby, within the Routing Policy tab, a Record a Call app or a Record and Analyse app could be added successfully despite there being no Record Licences applied to the org.
Fix for an issue whereby the TestOnInstall class was failing when a user with only the Admin permission set was running it.
Improvement in handling of queries when encryption is enabled.
Improvement to dial lists whereby they now only query necessary fields, even when the list view from which they are working displays custom fields. This is in response to an issue where a custom field was being queried and disabling a dial list.
V1.197
Fix for unecessarily large numbers of general errors produced when the Dynamic Dial List Batch job is run by an administrator.
Fix for error produced when a personal dynamic dial list is created with a list view with no records and then the Dynamic Dial List Batch job is run by an administrator.
Fix for error produced when a personal dynamic dial list is created with no permissions for other users and then the Dynamic Dial List Batch job is run by an administrator.
Fix for an issue whereby the Call Reporting Object was not correctly saving wrap ups.
Removal of unnecessary confirmation prompt when reloading Natterbox Users tab.
Natterbox app update of location for Service Cloud Voice repository.
V1.196
Fix for an issue whereby users with basic permissions were able to edit Availability States.
Fix for an issue whereby Dial Lists were not loading the list correctly when scrolling down through the list.
Fix for an issue whereby, on the Dial Lists tab, the completed items were not showing the correct number.
Fix for an issue whereby the Retry script applied to a Dynamic Dial List was not functioning correctly, allowing for Retries to be made with an incorrect time frame.
Fix for an issue whereby editing and saving a Natterbox object in service console resulted in a blank page.
Fix for an issue whereby the Dial List scheduled job was only producing a Report for Dynamic Dial Lists when an error occured, instead of every hour as standard.
Improvement to scheduled job processing to make sure that if a job has not run for more than a year, only the last month's worth of logs are processed, to avoid size related errors.
Improvement to limits of organisation phone numbers from having no limit, to 50,000.
V1.195
Fix for an issue whereby an Omni-Channel Supervisor was not updating correctly to reflect the Service Presence Status.
Fix for an issue whereby CTI AutoComplete was not working correctly when shield encryption was enabled.
Improvement to migrate the funtionality of the Save Monitored Device button into the master Save option when editing a User record.
Improvement to Expert Settings whereby it is no longer possible to enable a licence unless there is a count provided for that licence type.
V1.194
Increase to Dial List limit, from 500 to 2000.
Fix for an issue whereby, from the Admin Home tab, the Dial List Scheduled Job was not able to be turned onunless the user had a Contact Center licence.
Fix for an issue whereby an error occured when selecting Active Device in the User Home tab after a Ring Order Reset was performed.
Fix for an issue whereby the Assignment permission set could not be saved without ID permission set or Group ID permission set.
Fix for an issue whereby changing a user's Availability status in the app would switch the user's permissions to Basic.
Improvement to enable more than 100 jobs in the queue when running batch jobs.
New class to support all possible operations on triggers.
Update for Salesforce security review.
V1.193
Fix for an issue whereby the progress bar in Dial Lists was not populating a percentage and was incorrectly showing fully green.
Fix for an issue whereby Track Outbound CTI Device wasn't working in the User Home tab.
Administrators can now update users' Monitored Devices.
Users' Monitored Devices are now visible in the Natterbox Users tab in the search result table.
Custom settings updated in order to support Phone Number limitations.
Improvement to Record Unavailable errors in the CRO and Task Wrap Ups.
New descriptions added to Monitored Devices.
Improvement to the logging of the Availability Log Scheduled Job for when Availablity is not in use.
Update for Salesforce security review.
V1.191
Fix for an issue whereby users created using Salesforce endpoint did not have a Webphone device automatically assigned to them.
Error logs now created for any events that occur as part of an agent's use of Service Cloud Voice.
Improvement to the Apex Token retrieval endpoint.
V1.190
Fix for an issue whereby an error was displayed when trying to save an edited device within the Devices tab.
Fix for an issue with the installation of the package for Winter'22 pre-release.
Fix for an issue whereby an error was displayed in the User Home tab when viewing a state size that exceeded the maximum.
Fix for an issue whereby a Static Dial List would display an error when trying to add a dial item (Account, Contact or Lead) when that object was encrypted.
Fix for an issue whereby the testing for Auto Complete was not succeeding.
Fix for an issue whereby a Dial List Scheduled Job error was found within the Scope field when creating a Report.
Improvement to the way Record Access is check for a logged in user.
Improvement to the way Salesforce stores unique list of Insight categories.
Improvement to the Manage License page with regards to the Insight licence interacting with groups.
V1.189
Fix for an issue whereby Insight records over a certain size were not processing correctly.
Fix for an issue whereby default Reports and Dashboards were showing some incorrect data.
Fix for an issue whereby a Dial List was not allowing for the adding of dial list target groups if the group didn't have the contact center licence.
Fix for a script exception triggered by Dynamic Dial List field being set to null when a view was deleted.
Fix for an issue whereby after removing a Freedom licence from a user, that user could be given a CTI licence even when there was not one available.
Fix for an issue whereby the search within the Insight Search page was not loading correctly when sorting by Primary or Secondary wrap up code.
Fix for an issue whereby the Insight Notification Panel was displaying an incorrect count for Unread Notes and New Insight Record Notes.
The CTI and webphone URLs now update via the Apex Rest service with redux authentication.
Improvement to user testing.
Improvement to ensure that Inactive Users do not cause errors with regards to Availability Logs.
V1.187
Natterbox app updates supporting Service Cloud Voice:
Fix for an issue whereby Wallboards was not showing the correct synchronised availability profile for a user when their omni-channel presence was set to offline.
Fix for use of the Merge button when using a v3 connector.
Fix for an issue whereby if an agent missed a call, they were unable to receive further inbound calls.
A Natterbox app administrator can now update a user's monitored device from the app.
Release of Service Cloud Voice.
V1.186
Natterbox app update supporting Service Cloud Voice:
Fix for an issue whereby inbound calls were failing due to namespace being in SFMyDomain.
V1.185
Natterbox app updates supporting Service Cloud Voice:
Fix for an issue whereby the CTI was loading without a CTI licence.
Fix for an issue whereby the contact center configuration was unable to be downloaded on a deployed org.
The SCV Dialler now only responds if the user has an SCV licence.
Fix for an issue whereby the Natterbox package was not able to be installed when SHIELD encryption was enabled.
FLS Create/Update restrictions have been enforced on onInstall class.
V1.184
Natterbox app updates supporting Service Cloud Voice:
SFServiceCloudVoiceEnabled now enables SCV at org level when an SCV user licence is applied.
Fix for an issue whereby, in the Licenses page, when a PBX licence was selected, the SCV licence checkbox was made available, even when the the org had no licences for that feature.
Fix for an issue whereby, in the Licenses page, when a PBX licence was selected, Insight and Freedom licence checkboxes were made available, even when the the org had no licences for those features. This was also happening with the SCV licence, mentioned above.
V1.183
Natterbox app updates supporting Service Cloud Voice:
Fix for an issue whereby dialling outbound numbers in national format was failing due to not removing the 0 at the beginning of the number when replacing with an international number code.
SFServiceCloudVoiceCallCenter value has been updated to be NatterboxContactCenter.
V1.182
Natterbox app updates supporting Service Cloud Voice:
A Salesforce user with administrator privileges can now enable and disable the Service Cloud Voice feature for the users in their org on a per user basis. This is actionable in the Licences page. This licence is dependent on the PBX licence being applied to a user, and cannot be applied at the same time as a Freedom licence.
Automatic profile configuration for Service Cloud Voice is now available, making it possible to apply to users without input from Natterbox Support. This depends on the user having a Service Cloud Voice licence applied.
Fix for an issue whereby outbound numbers dialled with a "0" were not working, as it was adding the international dial code and still including the 0.
Update to URL for CSP Trusted Site.
New extensions added to the Natterbox app to enable this feature.
The Record and Analyse app in Routing Policies now has a checkbox labelled 'Disable Insight for this call', meaning any call passing through that component will not have any Insight analysis applied to it.
Triggers in the Call Reporting Object updated to make them more robust.
Fix for an issue whereby, when editing a Sound, an error was occuring despite the uploaded wav sound file being correct.
Fix for an issue whereby, within Routing Policies, in the Call Queue app, the Announcement field can no longer be saved if it does not contain an appropriate value.
Improved trigger codes.
Update for Salesforce security review.
Improvement to overall test coverage for app.
Update to automation testing.
V1.181
Fix for an issue whereby the Insight Search tab was failing to load.
Fix for an issue whereby the Expected but not Detected category was not working in the Insight Search tab.
Fix for an issue whereby the Natterbox app was failing to install in a deployed Org.
Fix for tables across the app that were previously inconsistent in their displays when there were no rows to display.
Fix for an issue whereby an incorrect heading was being displayed as the page title in the browser when adding a Natterbox user as a new member of a group.
Fix for an inconsistency in behaviour when clicking a link from a list view, whereby some would open in the existing tab and some would open in new tabs. The standard within the Natterbox app is now that all links open in the existing tab.
Fix for an issue whereby editing and saving a Natterbox User would occasionally delete the user's Ring Order policy, with the result that the ring order section of the User profile would return to the organisation default.
Fix for an issue whereby logging into the Call Status tab would occasionally trigger the error "Too many SOQL Queries" which would be displayed instead of the tab contents.
An agent can now select a wrapup result when terminating a Sales Cadence call. This is sent back to Salesforce and triggers the Candence Flow when matching the Call Result rule. Salesforce then informs what action needs to happen next as part of the Sales Workflow.
Update to automation testing.
V1.180
Fix for an issue whereby, within the Licences page, checking the Select All checkbox for Freedom licences did not affect all pages.
Fix for an issue whereby, when crerating a new Natterbox User from an existing Salesforce user, the email address was populating with the Salesforce user's username rather than their registered email address.
Fix for an issue whereby, within the Licences page, checking the Select All checkbox for Freedom licences did not automatically check the corresponding CTI licence checkboxes.
New message for when trying to add Insight Notification Panel without the correct licence.
Fix for an issue whereby an error was generated when no changes were made to a new (empty) voicemail configuration and a save was requested.
Fix for an issue whereby Dynamic Dial Lists were generating an error, and a progress bar that did not complete.
Fix for error produced when attempting to add new Natterbox users when the list size had exceeded previous limits.
Fix for Apex Error: too many query rows (Call Logs and Recordings, User Home and Manage User Licence).
Fix for an issue whereby Query Object within Routing Policies would flicker.
Fix for an issue whereby the Natterbox app would allow the saving of an invalid PIN number.
Update to automation testing.
Update for Salesforce security review.
V1.179
Fix for an issue whereby the Insight Search page was not loading when the number of triggered categories was totalling over 50,000.
Fix for an issue whereby the Save Voicemail Settings button when viewing a Natterbox User was not working correctly.
Fix for an issue whereby the Licenses page was reverting to page 1 of x after any update instead of staying in the current location.
Fix for an issue whereby the NBVC Administrator permission set was not giving access to the Natterbox App.
Fix for an issue whereby the CTI was not displaying within the Natterbox User tab when using Salesforce Classic.
Fix for an issue whereby the left hand part of the Insight date picker was not displaying in certain circumstances.
Fix for an issue whereby PBX licences could still be assigned even when the maximum available had been reached.
Update to make sure that, when saving a custom sound in Routing Policies, a the Sound field must be populated with an appropriate value.
Fix for an issue whereby the Insight date picker was displaying off the bottom of the screen in certain circumstances.
The Insight Search tab is now one of the primary tabs displayed in the Natterbox app.
Removal of Insight pie chart from Call Logs and Recordings.
All remaining instances of the text Insights have been updated to Insight.
For Insight calls, it is now possible to see which categories have fired directly from the Insight Search page.
Fix for a page view error (Collection size exceeds maximum size) that was being displayed when opening Call Logs and Recordings tab.
Fix for Apex Error: too many query rows.
Fix for an issue whereby on the default Insight Search page, records with no category were being displayed.
External Users are now assigned basic access to Freedom Web when they are assigned a PBX licence in the Natterbox app.
Update to automation testing.
V1.178
Fix for an issue whereby the selected wrap-up labels were not populating in the CRO, although the Task links were.
Fix for an issue whereby, within the Devices tab, incorrect user/device assignments were displaying.
Fix for an issue whereby, when installing the Natterbox app, all tabs should show the message "Please Insert Activation Token" - the Insight tab did not, instead either showing other errors that would account for the tab not loading, or simply not loading any detail.
Fix for an issue whereby the Dial Lists view tab would not load due to an error that there were too many SOQL queries.
Fix for an issue whereby, within a Static Dial list, discarding a record was not placing the item correctly at the bottom of the dial list.
Improvement for the Insight Search page in that new filters for Account/Contact/Lead are available.
Fix for an issue whereby, In Insight Notes, a note created by a supervisor and then acknowledged by the user that owns the Insight record was not showing correctly in the notification count.
Fix for an issue whereby the Cancel button in the Licences page was missing when editing a licence.
Fix for an issue whereby a standard user would not be able to see the Insight Search page if there are two admins in the org with NBVC_Administrative permissions.
Fix for an issue whereby, within Dial Lists, selecting an item for Retry would not enable it to be previewed or dialled from the CTI. This is part of the design in that an item set for retry should not be retried too quickly, and the messages that are displayed in this scenario have now been updated to make this clear.
Service Cloud Voice support for Contact Center and webphoneholder pages.
New integration with Service Cloud Voice and Omnichannel agent status and presence.
Unit test updates.
V1.177
Fix for an issue whereby some pages would not load due to an error that the maximum view state size limit had been exceeded.
Improved user journey from Notification Panel to Insight Search page:
After navigation from Notification Panel, if the user alters any filters, the changes are seen straight away.
Refresh button on Insight Search page calls search with already selected filters.
Landing from Notification panel, when the user clicks browser refresh, it returns to the default Insight Search page.
Improvement for Insight search in that the Call Time filter now has a Last 30 days option and this is the default.
Fix for a deployment issue.
Fix for an issue whereby, within Insight, users could not add more than one Category when updating the search filter, and Match Any was an unavailable option within this.
Fix for an issue whereby Recordings were not playable unless the user had system administrator privilages, as opposed being available via the access given, described in Recording Access.
V1.175
Updates for Salesforce Security Review.
In the Insight Search tab, when opening an existing filter view with a custom date range, that date range is now displayed.
V1.174
Updates for Salesforce Security Review.
Fix for an issue whereby clicking New Natterbox User (external to Salesforce) in the Natterbox Users tab was displaying a blank form.
Fix for an issue whereby when editing a sound, even with no changes during the edit, saving was resulting in an error.
V1.173
Progress Training Dashboard in Reports renamed to Insight Training Trends and UI updated.
Update from a generic error to a more specific message in an open player tab when the user's session times out.
V1.172
Update from a generic error to a more specific message when attempting to navigate to the Insight Search page without an Insight Licence.
Removal of deprecated "Insights" tab.
Fix for an issue whereby clicking all the links in the Insight Notification Panel to open in new tabs was rendering the new tabs without data.
New icons and positioning within the Insight Search tab.
New feature for Insight Search tab: the summary of calls by what has been selected in the filters is now shown as a graphic. The statistics shown are
Total Calls in the Time Period
Calls Flagged by Insight
Calls in this Filter
The Insight Notification Panel is now available for the Utility Bar.
Updated UI for the Insight Notification Panel.
New Insight actions:
Close All My Acknowledged Notes
Close All My Open Notes
Checkbox to enable or disable Call Waiting added to Connect a Call app in Routing Policies.
V1.171
Fix for an issue whereby a blank page would display when a user without recording access tried to acces the Insight Player. Now an error correctly displays "Unable to load recording. You may not have permission to access this file."
New Record and Analyse component for Routing Policies to support Insight.
The Insight Search page is now able to display up to 200 results at once.
The default filters on the Insight Search page have been updated to:
Experience - Employee
Page Size - 50
Call Time - This Month
Update to Insight notes version management to safeguard note changes that are made by more than one user simultaneously.
Insight Search page stability improvements.
Improvement to supervisor flow in the Insight Search page.
Correct font on now showing for highlighted tab in Insight Player.
The term "Insights" has been replaced by "Insight" in various places.
The progress bar in Insight Player is now more accurate.
Insight audit logs are now available in the Event Log page.
Insight Player changes:
When adding a note, if it is selected that it is related to a user, then "Share with the Selected User" is now checked by default.
Existing notes are now shown on the timeline by default.
Knowledge tab now also shows Information categories.
When an unread note is read, it is now no longer in the unread notes list when refreshed.
Acknowledge tick is only shown to the non-related user when the related user acknowledges it.
V1.170
Launch of new feature, Insight Conversational Analytics tool.
V1.169
Fix for an issue whereby clicking the button to view a sound in the Account Settings tab was not working.
Updates for upcoming feature, Insight.
Important information for upgrading from 1.168 or below to 1.169 or above
Note: If upgrading from v1.168 or older to v1.169 or newer, please follow steps in this guide.
V1.168
Fix for an issue whereby Call Reports and Tasks did not contain the link to relevant related task/report.
Updates for upcoming feature, Insight.
V1.167
Fix for an issue whereby a Natterbox User with an Associated Number could not set that number as the External Caller Id Number when editing the User record.
Updates for upcoming feature, Insight.
V1.166
Updates for upcoming feature, Insight.
V1.165
Fix for errors being produced in the HCRO Processing.
Updates for upcoming feature, Insight.
V1.164
Fix for an issue whereby Devices Listing was not reloading correctly.
Updates for upcoming feature, Insight.
V1.163
Fix for an issue whereby searching for a date in Call Logs in UK format would result in a date in US format.
Fixed an issue whereby adding a registered number resulted in errors.
Update so that deleting an Associated Number no longer removes it from Ring Order.
Updates for upcoming feature, Insight.
V1.162
Fix for an issue whereby adding Associated Numbers no longer results in multiple errors being displayed.
Updates for upcoming feature, Insight.
V1.161
Update to the the Natterbox Users tab, whereby Voicemail Settings and Device Ring Order have been separated when editing. Voicemail now correctly produces an email sent to the Default Recipient List when a DDI call is received.
Freedom and CTI licencing interface now improved, so that when only the Freedom licence is checked in the Licenses page, this automatically checks the CTI licence and applies relevant permissions to the user.
Updated licence validation to make sure all licences interrelate properly.
Fix for an issue whereby Call Reports and Tasks were missing the link to relevant related Wrap Up tasks.
Updates for upcoming feature, Insight.
V1.160
Fix for an issue whereby Call Reports and Tasks were missing the link to relevant related Wrap Up tasks.
V1.159
The Devices Ring Order section in the Natterbox Users tab has been reworked and updated to make it more inuitive.
Argentinian and Russian Dialplans added: Argentina and Russia can now be selected as the organisation home country code and as a user home country code. See Supported Home Countries for full list.
Improved error handling for dial lists using custom phone fields.
V1.158
Dial List Batch Job no longer reporting an error when handling a large volume of dial list items.
Fix for an issue with adding Users to Groups when user list exceeded 1000 users.
Updated messages for when a dial list no longer has any pending items to be dialled, whether the list is now empty, or whether it has items awaiting retry.
Static Dial List table view updated to remove the field Time to Attempt Next Retry, as it was not showing any useful information.
V1.157
Associated Numbers now getting saved correctly to the back end. Previously there was some inconsistency and occasionally one of these items would not have saved correctly.
Multiple Dial Lists with common items no longer block each other. Items that have progressed to a new status, for example, Completed, in one list no longer have that status reflected in other dial lists that they are part of. This is the second part of the issue fixed in v1.150, containing more niche scenarios.
Fix for an issue with failing Call Reports linked to Chatter users.
V1.156
The Licenses page has been optimised for adding more users and adjusting licences to enhance user experience.
V1.155
An organisation's enabled licences for Freedom are now displayed in the Review your Subscriptions section of the Admin Home tab. If none of these licences are enabled for an organisation, this licence option is not displayed.
Support for the back end part of the system to record that a new device is a webphone when creating a new Webphone device in the app.
Once a Dial List has been utilised to the point where there are no more items in a state of Pending (whether because the items have all been completed, or there are some in a state of Retry which are waiting for the appropriate time to elapse), any attempt to dial the next item now resolves in a message informing that there are no more items to dial, and in the situation where some items are awaiting retry, that the list is not yet complete.
Fix for an issue being unable to view and potentially amend a dial list, which was due to size limit error.
V1.153
Fix for an issue whereby when Dial Lists with custom phone fields were not always displaying In Progress or Processed dial items.
V1.152
Fix for an issue whereby Administrators were unable to access the Account Settings tab.
V1.151
Fix for an issue whereby certain dial lists would not respond to clicking Preview.
Fix for an issue whereby a missed call would not update as expected, even after a manual refresh. Now any missed call shown in CTI notifications is also correctly displayed in the missed call list.
V1.150
When using a custom field and person accounts within dial lists, invalid items no longer affect the viability of the list and are now visible within Processed.
Fix for an issue whereby two dial lists containing same dial items conflict with one another.
V1.149
Using a custom field as a phone field no longer renders a dial list inoperable.
V1.148
Due to a page load error, the app was unable to support more than approximately 800 users within the Natterbox Users tab. This fixes this issue and enables successsful adding of new users, deleting of existing users and searching and pagination of the user listing when a large number of users exists.
V1.147
An extention has been made to the timeout limit when saving changes to licences.
V1.146
The app now utilises secure mode to send appropriate Salesforce information to the CTI.
Fix for multiple issues with sounds: the ability to delete sounds; refresh no longer creating a description error; and empty sounds no longer being listed.
Dial List Items are no longer marked as Completed prematurely. Some items where being marked as completed even though the wrap up code assigned to them should have assigned them a different state. This has now been fixed.
V1.145
Support for retrieval of Natterbox access tokens in preparation for upcoming CTI security improvements.
Secure mode setting checked for and made available to CTI client.
V1.144
Licence updates to support new features.
IMPORTANT INFORMATION FOR UPGRADING FROM 1.143 OR BELOW TO 1.144 OR ABOVE
Note: If upgrading from v1.143 or older to v1.144 or newer, v1.143.1, the intermediate patch package, must be installed first. Installing a new package without the intermediate step fails, referring to a problem with the file 'webphoneholder_slds'. If this happens, install v1.143.1 then try again.
V1.143
Dial List scheduled job no longer raising an error caused by Salesforce Summer 2020.
V1.142
A bug in CRO triggers which caused Wrapups to be missing in Call Reporting has been fixed.
V1.141
Salesforce Outlook plugin now able to support Record Type when creating Tasks.
V1.140
Updates for upcoming feature, Insight.
Obsolete Reports blocking deployment removed.
When unchecking and saving a licence for a user in the Licenses page, referencing a null object no longer generates an error.
The Date field in a Time of Day Rule app in a Routing Policy is now populating correctly with the selection made on the GUI calendar.
V1.136
Switchboard apps in Routing Policies no longer take an unreasonable amount of space in JSON.
V1.135
Updates for upcoming feature, Insight.
UI bug fixes.
V1.134
App can now handle 20-digit long Associated Numbers.
V1.133
App can now handle over 4000 Phone Numbers.
Notifier to use Salesforce Profile ID passed by AVS/CTI-client for SF REST API mode (this change is dormant until SF REST API mode is enabled for an Org or User).
New Associated Numbers fields now visible for users.
V1.131
Updates for upcoming feature, Insight.
V1.130
Improved Associated Numbers control to support working from home.
V1.128
Chatter dependency introduced in v1.119 removed.
Improved error handling for users with issues with Ring Order Policies or Extensions.
Added new Queueable CallBack class, which allows automated Callback calls from Apex Batches.
V1.127
Now able to successfully Assign Devices when an organisation has more than 1000 devices.
Users with basic permissions can no longer edit CROs.
V1.126
Private Dynamic Dial Lists generating batch process errors. Second part of fix.
Dynamic Dial Lists can no longer have items added manually by a user via the Add To Dial List button.
V1.125
Private Dynamic Dial Lists generating batch process errors. First part of fix.
V1.123
Update to PBX licence for Salesforce Users, to provide for new functionality.
V1.122
Fix for an issue whereby the SF Summer 19 update rendered the CTI and webphone unusable if the CTI is using the SF REST API. If not already installed, this version should be updated to straight after CTI v2.17 has been updated to.
V1.120
Updates for upcoming feature, Insight.
V1.119
Having over 200,000 Phone Events present in a Salesforce database was generating errors in the CROs, creating issues with Call Reporting. This has now been fixed.
New error message displayed to detail why Device Ring Order cannot be saved after editing when it contains an extension number that has already been used in a Routing Policy.
Natterbox users with the Basic User Permission Set can no longer delete themselves.
Issues with PCI PAL resolved.
IMPORTANT INFORMATION FOR UPGRADING TO V1.119
Please note: with the new functionality that has been put in place to support upcoming new features, new Record Types have been put into place from this version. These have the ability to affect Task Layouts.
V1.117
In Routing Policies, when editing a policy, clicking between Query apps no longer causes fields to be removed and/or be displayed as blank.
Dynamic Dial Lists that include Person Accounts were having an issue whereby when calling, the call would remain in a status of "Dialling..." and not actually dial the number. This has been fixed.
Attended Transfers that were not successful (i.e. the transfer was not completed as, after the original callee spoke to the party intended for the transfer, the call was not transferred) no longer have the activity related to an incorrect CRO.
Dial List items set for Retry in a Dynamic Dial List were being retried before the settings should have allowed them. This has been fixed.
V1.116
Front end support for the Process Builder to support the API Region variable.
V1.115
Duplicated CROs are now detected and deleted.
V1.114
Syncing pre-provisionsed new devices with the Devices tab was failing when more than 100 had been provisioned. This has been fixed.
If an administrator for a Shared Dynamic Dial List attempts to view the List View that the list works from, but that list view is Private, an appropriate message (that they do not have permissions to see the list view) is now displayed. Only the owner of the private List View can resync the Dial List.
V1.113
Dial Lists can now handle large amounts of Processed and In Progress dial items without errors.
V1.111
Sorting for Dynamic Dial Lists applied. See Creating a New Dial List for details of the sorting field - Dial List Sort Strategy (this is not applied to static lists). Sorting can be set when creating a new list and edited when editing an existing list.
V1.110
Certain Lead List Views that populate Dynamic Dial Lists were displaying an error when viewed by a Salesforce user with low permissions. These list views were those filtered by Campaign. This has now been resolved.
Salesforce instances without Custom Domain deployed no longer breaking due to missing metadata API access. The app now prompts to enable this access if it is needed.
Retry Items no longer becoming available to redial before the configuration for that dial list allows it.
Ordering of Dynamic Dial Lists now available. See Creating a New Dial List for details of the ordering fields - Order By and Order Direction. These fields now apply to both dynamic and static dial lists. The order can be set when creating a new list and edited when editing an existing list.
V1.107
Error relating to too many SOQL queries resolved.
Support for users to log in and out of Hotdesk Devices.
V1.106
Information relating to Dial Lists now passed to outbound policy.
Dialler List Name (the name of the dial list that originated the call), Dialler Object Name (the type of object that the dial item originated from, i.e. Account, Contact or Lead) and Dialler Object Id (the Salesforce Id of the object that the dial item originated from) are fields that can now be reported on in the CRO.
Retry Items now appear at the top of the dynamic dial list.
Dynamic Dial List now populating correctly in managed packages.
Salesforce Mobile Availability controls updated in permission sets.
The Natterbox User page no longer takes an unreasonable amount of time to save or displays an error when being saved within a large Salesforce account.
A user's Availability Status can be set from Salesforce Mobile.
V1.88
Cosmetic update to error shown when an admin tries to create a dial list without having a CTI licence assigned.
V1.87
Dynamic Dial Lists initial release.
Updating User extension now affects user's existing ring order Routing Policy.
South Korean Dialplan added: South Korea can now be selected as the organisation home country code and as a user home country code. See Supported Home Countries for full list.
V1.86
Fix for an issue whereby Call Queue Logs were no longer being populated. Associated error messages no longer being generated.
Full query results now accessible - row '0' option being presented was preventing this.
Natterbox User creation now handles clashing extensions.
New time zones added.
Field validation now correctly handling a space in the phone number field in Call Logs and Recordings.
Salesforce users with United States locale can now Add and Edit numbers in Device Ring Order.
App now supports organisations with over 1000 phone numbers.
V1.85
This build requires CTI 2.3 or above to be installed.
Wrapup codes/labels not showing in CRO fixed with new scheduled job Wrapup Fixer. This can be enabled to fix all broken temp tasks every 5 minutes.
$(CallQueueElapsedTimeSpoken) added to Macro List.
V1.83
This build requires CTI 2.3 or above to be installed and for omni-channel to be enabled.
Fix for an issue (v1.81) which displayed errors in Admin Home which had resulted from userless groups being targeted by the Omni-Channel scheduled job.
V1.81
This build requires CTI 2.3 or above to be installed and for omni-channel to be enabled.
Enabling smooth logout from configured groups when logging out of Salesforce and Omni-channel.
Contains a bug which displays errors in Admin Home when the job is run.
Transfer After Connect functionality added to Connect and Call Queue apps.
Estonian and Lithuanian Dialplans added: Estonia and Lithuania can now be selected as the organisation home country code and as a user home country code. See Supported Home Countries for full list.
The CallReportingTimezoneFixer script no longer produces an error when number of records in the query exceeds 50000.
Rebranded AVS terms to Natterbox.
V1.80
New TTS voices supported:
New Text-to-Speech Voices are now available for voicemail, utilising Amazon Polly and Google Cloud. A total of 124 voices in 22 languages from 27 countries are now available (for full listing, see TTS Voices). They support HD voice - if calls are received from carriers or made from phones that use HD codecs, then the better quality voice is selected.
Enhanced support for button launching webphone from home page.
V1.79
Users associated with missed call events. Missed Call Reporting now complete:
Missed Call Reporting is the ability to see when a call was missed. A notification is shown in the CTI of the user who missed the call shortly after the call has been hung up, and the missed call record is stored and can be reported on. Missed Calls are shown, alongside Outbound and Received calls, in the Recent|Calls tab in CTI 2.0. Missed Calls work both throught the webphone and through over-the-top solutions, through DDI calls and call queues.
The missed call record stores the following information:The number of the caller, and any Salesforce Contact or Account associated with that number
The user who missed the call
The availability state of the user when the call was missed
The duration of the ring time and the reason for hangup (for example: Busy, Unallocated, Rejected, etc)
The call queue (if it was routed through one)
Missed call records can be further configured in call queues using LUA scripts. See Missed Call Reporting for an administrator's guide.
V1.78
Fixed permission issues for Basic Users and Team Leaders.
V1.76
Fixed permissions error for CTI device tracking.
V1.75
Call Reporting now supports wrapup labels over 50 characters.
Latvian Dialplan added: Latvia can now be selected as the organisation home country code and as a user home country code. See Supported Home Countries for full list.
Fix for Call Reporting being 1 hour out due to daylight savings in the US.
V1.74
Optimised post trigger processing to reduce number of SOQL queries in cases where no update is required.
V1.73
The Settings tab in CTI now contains a link to a Troubleshooting page for the Webphone. This is also a part of CTI v1.86.
Availability/Call Queue fields added to Phone Event object to improve tracking of Missed Calls.
Missed Call Tracking can be enabled for Call Queues, and Phone_Event_c records are linked to the Call Queue objects to show which call queues the missed call events are associated with. Availability states of users who missed calls are also logged allowing administrators to report on poor agent pickup behaviour.
Dial Lists function has updated UI for CTI 2.0.
Depending on permissions applied to a user and that user's group, this determines which users can be listened in to and supports them being returned in the CTI in list form.
Support to configure both SF and non-SF app users within CTI address book lookup.
Missed Call Account/Lead/Contact association fixed.
V1.72
User Scope and Missed Call flags assignment on update when organisations contain corrupted (deleted) users now working correctly.
Policies with old Notify app (not saving in new versions) fixed.
V1.71
CTI Device Tracking feature is compatible with SF Winter '19 update.
V.1.70
Bulk email script improvement.
V1.69
Export Policy button fixed.
Dial Lists fixed in Lightning.
V1.68
Final implementation of backup Redux tool support for Sandbox refreshes.
V1.67
Post-install debug functionality update.
V1.66
Post-install debug functionality update.
V1.65
Post-install debug functionality.
V1.64
Further implementation of backup Redux tool support for Sandbox refreshes.
User scopes working to support CTI 2.0.
Flags on the back end to support missed calls in CTI 2.0.
Autocomplete fix to reduce API usage of CTI 2.0.
V1.63
Salesforce script to fix Tasks with recordings of the incorrect leg of a call.
Initial implementation of backup Redux tool support for Sandbox refreshes.
V1.60
Enhanced handling of CTI queries with a single request to reduce API usage.
V1.58
MissedCall objects linked to CallReporting objects for CTI.
Callback number entry fields now accept short PSTN numbers.
Error List index out of bounds (when adding a list view Lead to a Dial List) fixed.
Routing Policy Notify App can now send messages to CTI Users.
Handle new CTI queries with a single request to reduce API usage.
Beta tags removed from Routing Policies.
Availability logs no longer corrupting.
Initial implementation of Task Fixer.
V1.55
All special characters are now searchable from the Address Book Lookup, for Contacts, Accounts, Users and Groups.
V1.53
CTI no longer returns Error: not found when performing Address Book Lookups.
V1.52
Address Book Lookup now returns non-Salesforce users.
V1.51
Address Book Lookup now returns users that are suspended with a Suspended label.
V1.50
Autocomplete permissions for Address Book Lookup.
V1.49
CTI loading issues fixed.
V1.48
New UI for CTI 2.0.
CTI components are now loading correctly.
React component namespace no longer incorrect for development organisations.
Address Book Lookup autocomplete error fixed.
Phone Events object has had missing permissions added.
V1.46
User lookup within Salesforce.
Webphone Host URLs can now be configured in managed packages.
App ready to support CTI's new Lightning UI. Webphone is compatible.
Call Queue: Callback can now specify activation position as 1.
New Phone Events object added to support missed calls.
V1.45
Users have the ability to select from the CTI which PSTN number to receive a call on.
Users now have the ability to automatically receive calls on the same PSTN number as is designated as their number (device) to call from in the CTI Settings. This feature is enabled in My Devices within the User Home tab by checking the Track Outbound CTI Device check box. Here, the number that is currently selected in the CTI is checked - it can be unchecked and a different number checked to change it if desired. These are then further reflected in the Users tab.
Call Queue Weight property built in to Manage Properties app in Routing Policies tab. Weighted priority algorithms can now be added to a call queue.
Call Queue Weight is a built in property within the Manage Properties app in Routing Policies, meaning weighted priority algorithms can now be added to a call queue. If a call is directed to a Weighted Call Queue, then the weight of the call may be set by this app. Different weights may be assigned to different calls dependent on the route the call takes through the policy. Call Queue Weighting takes into consideration both the priority of the call, and the length of time a call has been held in the queue.
CTI Search Bar now offers autocomplete for Salesforce records.
Routing Policy builder honours sharing rules defined within the organisation.v1.199
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