Release Notes
- 11 Dec 2024
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Release Notes
- Updated on 11 Dec 2024
- 46 Minutes to read
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Welcome to the Natterbox Release notes page. Contained here is a changelog of all updates made to the Natterbox system.
The Natterbox system is made up of several components:
The Natterbox platform
The Natterbox Salesforce App (Formally known as AVS)
The Natterbox Freedom CTI (Formally known as NBCC)
The Natterbox Mobile App
The Salesforce Service Cloud Voice App.
Depending on the feature, you may need to update the version of the package you are using. Within the release notes below, we indicate what app and app version you need in order to take advantage of the feature. You can always get access to our latest version of all our apps on our How to Upgrade page.
If you would prefer to see a changelog for individual apps rather than the whole Natterbox platform, we also offer the following pages: The following list shows released historical versions of Natterbox apps within Salesforce, with the details of the individual updates in each.
Release Notes:
December 11th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
907 | Natterbox AI | Natterbox AI Transcription | New languages and dialects available for Natterbox AI | Added 26 new languages and dialects | Natterbox Salesforce App | 1.316 |
633 | Routing Policies | Routing Policies General | New Routing Policies enabled by default | The new optimised routing policies are now available | Natterbox Salesforce App | 1.316 |
109 | Routing Policies | Routing Policies General | Voices can now be previewed | Admins can now preview text-to-speech (TTS) files directly within the builder, without needing to call in. | Natterbox Salesforce App | 1.316 |
1250 | Digital Channels | Routing Policies | Routing Policy support for Digital Channels | It’s now possible to manage your digital channels via the routing policies with the introduction of :
| Natterbox Salesforce App | 1.316 |
December 4th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
1043 | Natterbox AI | Prompt Studio | Optimised Natterbox AI | The Natterbox AI service will consume roughly 50% less in Salesforce API usage | Natterbox Salesforce App | 1.315 |
21605 | Call Reporting | Call Reporting General | Optimised Call Reporting | Previously the call reporting service was hitting an Apex limit when processing large amounts of calls | Natterbox Salesforce App | 1.315 |
24797 | Freedom Mobile | Freedom Mobile General | Fixed a dialling lookup issue | Fixed an issue whereby when searching on a Account or Contact to dial, the call would fail | Natterbox Salesforce App | 1.315 |
25410 | Natterbox App Administration | Natterbox App Administration General | Improved feedback on user creation issue | In the scenario a user attempts to create a user with an extension which is already in use they will now be given appropriate feedback | Natterbox Salesforce App | 1.315 |
November 20th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
963 | Natterbox AI | Prompt Studio | AI Assist was truncating results | AI Assist was truncating results of roughly 3000-4000 characters. AI Assist will now support roughly 10500 characters, which translates roughly 2,200 words | Natterbox Salesforce App | 1.314 |
November 15th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
962 | Natterbox AI | Prompt Studio | A fix to record creation | Fixed an issue whereby insight records were not getting associated with the responsible user This fix should prevent this issue from happening and historically resolve any records mis-created | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
452 | Recording | Recording general | One sided call recording support | It is now possible to have just the Agent's side of the conversation recorded | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
November 6th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
893 | Insight | Prompt Studio | Fixed prompt results not displaying correctly from insight search | Fixed the filters for prompts whereby some results were being incorrectly excluded or included | Natterbox Salesforce App | 1.313 |
945 | Insight | Prompt Studio | Fixed an issue whereby the Insight Search failed to load | There was a case whereby if prompts were still being processed the Insight Search page would fail to load | Natterbox Salesforce App | 1.313 |
952 | Insight | Prompt Studio | Fixed an issue with AI Call Coaching | Fixed an issue whereby the AI analysis wouldn't be processed | Natterbox Salesforce App | 1.313 |
944 | Insight | Prompt Studio | Added the name of the prompt to the results object | The prompt object 'AI Prompts' now contains the name of the configured prompt, to allow for simpler reporting | Natterbox Salesforce App | 1.313 |
24803 | PCI | PCI General | PCI Support for SCV | SCV organizations can now securely process payments via our PCI-compliant line. Customers can enter their card details directly using their phone keypad, with agents readily available to offer assistance if needed. Rest assured, DTMF tones are automatically suppressed, ensuring the entire transaction is fully secure from start to finish. | Natterbox Salesforce App | 1.313 |
November 1st 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
934 | Insight | Insight General | Fixed an issue whereby the call parties would be swapped when conducting analysis | In some situations the customer and the agent would have their conversations swapped on the transcript and so the analysis produced would be incorrect | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
319 | Insight | Insight General | Improved the reliability of the prompt studio service | The service will now reliably retry any temporary failures encountered to ensure prompt results are processed | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
20813 | Telephony features | Hunt Groups | Fixed a hunt group issue | Fixed an issue where if a hunt group is configured with call screening and multiple number connections, the second number in the hunt group would not be called | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
October 25th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
25252 | Telephony features | Call Queues | Fixed a call queue issue | The transcription for insight records should now be retrievable within an hour | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
24796 | Service Cloud Voice | Service Cloud Voice General | Fixed an SCV call issue | Fixed an issue where a small number of Voice Call's are stuck in the status of "In Progress" | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
October 18th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
897 | Insight | Insight General | Fix to improve the process time of insight records | The transcription for insight records should now be retrievable within an hour | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
966 | Insight | Insight General | A fix to insight records failing to process | There were cases where some insight records took too long to process and ultimately failed to do so | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
October 11th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
693 | Insight | Insight General | Fixed an issue with Insight records | Some insight records were incorrectly tagged without an associated user, these will now be retrospectively updated and fixed | Natterbox Salesforce App | 1.311 |
936 | Insight | Insight General | Fixed an issue with custom views | Fixed an issue which prevented Custom Views from saving correctly | Natterbox Salesforce App | 1.311 |
952 | Insight | Prompt Studio | Fixed an issue with AI Call Coaching | Fixed an issue whereby the AI analysis wouldn't be processed | Natterbox Salesforce App | 1.311 |
October 4th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
1261 | Digital | Digital General | Whisper messages can now be sent via Routing Policies | From the Digital Routing policies a new App called 'Whisper Message' which allows the ability to send whisper messages from within a policy | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
1262 | Digital | Digital General | Messages can now be blocked via Routing Policies | From the Digital Routing policies a new App called 'Block Message' which allows the ability to block messages from within a policy | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
1275 | Digital | Digital General | Messages can now be updated via Routing Policies | From the Digital Routing policies a new App called 'Update Message' which allows the ability to update messages from within a policy | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
1428 | Digital | Digital General | Unable to Download Images from Text Messages | Previously it was not possible to download images via Natterbox Messaging | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
September 11th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
23824 | Dial Lists | Dial Lists General | Fixed a dial list issue | Fixed an issue where dial list sort order configuration was not being saved | Natterbox Salesforce App | 1.308 |
665 | Insight | Insight Player | Added phone number to Insight Player | The phone number of the record owner will now appear from within the Insight Player | Natterbox Salesforce App | 1.308 |
August 23rd 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
21640 | Natterbox App Administration | Natterbox App Administration General | Cantonese voice fix | Fixed an issue where the Cantonese Voice were not available to select in the user settings tab | Natterbox Salesforce App | 1.306 |
665 | Insight | Insight General | Insight record fix | There was an intermittent issue whereby some Insight Records were not processed correctly and so would fail to populate from the Insight Search page | Natterbox Salesforce App | 1.306 |
788 | Insight | Insight General | Insight search page scrollbar issue fix | Fixed an issue on the UI from the Insight Search page whereby the scrollbar did not behave as expected when viewing results | Natterbox Salesforce App | 1.306 |
August 9th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
130 | Service Cloud Voice | Service Cloud Voice General | SCV Callback support | When a customer makes an inbound call, and no agent is available the customer is provided the opportunity to request a callback. When the customer requests a callback, a separate call record is created. They will then receive a callback from the agent when one is available. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
July 31st 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
136 | Natterbox App Administration | Natterbox App Administration General | Auto deactivate user support | Natterbox Users can now be deactivated automatically when the corresponding Salesforce user is deactivated. To enable this feature turn it on in the Account Settings | Natterbox Salesforce App | 1.304 |
22973 | Freedom Salesforce | Omni Channel | Fix omni capacity issue | Fixed an issue where omni channel capacity is not being respected. | Natterbox Salesforce App | 1.304 |
July 26th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
668 | Insight | Insight General | Fix to Insight processing transferred calls | An attended transfer will now correctly produce an insight record per party - please note there are further fixes in the pipeline to improve how transcriptions are handled for transferred calls | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
190 | Service Cloud Voice | Service Cloud Voice General | Fixed a SCV transfer issue | Fixed an issue whereby if a transfer attempt is made and rejected, then further transfer attempts would be blocked | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
191 | Service Cloud Voice | Service Cloud Voice General | Fixed calls not being sent to SCV agents | Fixed an issue when calling an internal extension number, the agent cannot receive another call until they refresh the page | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
July 19th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
21624 | Dial lists | Dial lists General | Dial list fix | Fixed an issue where dial lists would not save configuration when Direct Line phone number field was selected | Natterbox Salesforce App | 1.303 |
22806 | Insight | Insight Channel | Fixed an Insight rating issue | Fixed an issue when custom polarities couldn't be set for insight ratings | Natterbox Salesforce App | 1.303 |
22928 | PCI | PCI Channel | Fixed an issue for PCI Salesforce integration configuration | If an admin didn't have access to a certain Salesforce Object they would be unable to configure PCI | Natterbox Salesforce App | 1.303 |
July 10th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
20455 | Freedom | Freedom General | Fixed a transfer issue | Fixed an issue whereby it wasn't possible to transfer to an agent after doing an internal directory lookup | Natterbox Salesforce App | 1.301 |
1004 | Digital | Digital General | Interaction fix | Fixed an issue whereby Natterbox Interaction records were not being created | Natterbox Salesforce App | 1.297 |
1058 | Digital | Digital General | Resolved an issue where permission levels were not updated correctly for Digital Messaging | An issue was identified where permission levels for Digital Messaging were not being updated when permissions were changed, this has now been resolved. | Natterbox Salesforce App | 1.296 |
July 5th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
23442 | Freedom Mobile | Freedom Mobile General | Fixed a Freedom Mobile issue when receiving calls | Fixed an issue whereby Freedom Mobile wouldn't receive a notification for inbound calls | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
21726 | Call Reporting | Call Reporting General | Fixed an issue whereby a certain callflow wouldn't create a call reporting record | Fixed an issue whereby calls to unallocated numbers would not get logged correctly as a call reporting record | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
June 14th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
22491 | Service Cloud Voice | Transcription | Fixed a transcription issue for SCV | Fixed an issue where transcriptions would not complete if a call was rejected by an agent earlier in the queue | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
May 22nd 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
1011 | Digital | Digital General | Resolved an issue where you couldn't view a Digital Conversation on the Case page layout | An issue was identified where you could not start or view a conversation on the Page Layout using the Natterbox Messaging visualforce app, this is now resolved. | Natterbox Salesforce App | 1.295 |
19811 | Call Reporting | Call Reporting General | Fixed a Call Reporting issue | Fix issues related to CRO wrap up information not being populated on CRO and tasks that was populated after a delay due to SF performance issue | Natterbox Salesforce App | 1.295 |
16068 | Dial lists | Dial lists General | Fixed dynamic dial list issue | Fixed an issue where dynamic dial lists were reporting no more items, despite there being dial items available to call | Natterbox Salesforce App | 1.295 |
8188 | Service Cloud Voice | Service Cloud Voice General | Fixed a language issue | Fixed an issue where SCV transcription language was not being stored if the setting was set in the routing policy. | Natterbox Salesforce App | 1.295 |
17830 | Freedom | Transfers | Feature Release: Ability to hide transfer buttons | Admins now have the ability to hide either (or both) transfer buttons from agents CTI. Using configuration options in the Natterbox Call Center Configuration admins can choose to hide the buttons, or restrict the use of the transfer functionality to a defined list of numbers | Natterbox Salesforce App | 2.6 |
May 14th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
18050 | Service Cloud Voice | Omni Channel | SCV supports Enhanced Omni-Channel | Enhanced Omni-Channel can now be used with Service Cloud Voice | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
6441 | Freedom Salesforce | Missed Calls | Missed call fix | Fix an issue when a missed call event and CTI notification were not being produced if all agents in a queue were busy | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
April 30th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
18212 | Webphone | Webphone General | Webphone Third-party storage partitioning support | Webphone supports 3rd party cookies being phased out by Chrome | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
21109 | Freedom Salesforce | Omni Channel | Omni Channel Presence fix | Fixed a bug where enabling Salesforce Enhanced Omni-Channel would break the Omni-Channel presence syncing in Natterbox. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
April 16th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
11596 | Call Reporting | Missed Calls | Phone event fix | Fixed and issue where duplicate phone events were being created by the platform. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
16484 | Insight | Transcription | Insight language transcription fix | Fixed an issue where the non-english transcription setting for insight was not being adhered to at all times on the platfom. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
18374 | Call Queues | Skills based routing | Skill based routing fix | Fixed an issue where a highly skilled agent was ignored by the call queue if the agent was on another call when the skills list was being built. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
19810 | Telephony | Shortcodes | Shortcode number fix | Calls to short AU 13 numbers were failing | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2904 | Call Reporting | SCV Reporting | SCV Dashboards added | Dedicated SCV dashboards have been created and will be automatically loaded into Salesforce reports This is a new Salesforce package : SCV reports | Natterbox SCV Reports App | 1.3 |
April 15th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
563 | Insight | Insight General | Additional Search Filters | Add two filter options on the Insight Search page allowing users to filter by Number and Routing Policies | Natterbox Salesforce App | 1.291 |
594 | Insight | Insight General | Fixed Languages not showing | Transcription languages will now be correctly populated for Insight calls, allowing for quick filtering for multinational organisations | Natterbox Salesforce App | 1.291 |
557 | Insight | Insight General | Fixed Favourite filters | Fixed the Favourite filter not showing favourite Insight records from Insight Search | Natterbox Salesforce App | 1.291 |
558 | Insight | Insight General | Fixed Note fields not displaying | Fixed the Note fields not display their field names from the Insight Search | Natterbox Salesforce App | 1.291 |
April 2nd 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
18962 | Freedom Web | Freedom Web General | Freedom Web mic & speaker fix | Fixed an issue where newly created agents with low or no skill values were receiving calls immediately when added to a call queue, even if the call had a skill requested | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
17973 | Freedom Salesforce | Omni Channel | Omni Presence fix | Fixed and issue where omni presence sync would silently fail on rare occasions | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
March 27th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
16508 | CTI | Wrap Ups | Wrap-Up fix | Fixed an issue whereby the Call reporting record was not being updated with the Task link for wrapped up calls | Natterbox Salesforce App | 1.290 |
15929 | Freedom | Freedom General | Added a number label for caller identity | The My Caller ID dropdown has had a revamp to include the Number Label (configurable in Phone Numbers Tab) meaning agents can find the number they are wanting to present far more efficiently. | Natterbox Salesforce App | 1.290 |
17072 | Freedom | Freedom General | Changed spelling of Wrapup to Wrap-Up | Across the platform, there were various spellings of Wrapup; this has been standardised to Wrap-Up | Natterbox CTI App | 2.95 |
March 20th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
15605 | Call Reporting | Call Reporting General | Call Reporting fix | Fixed an issue where call tasks were not being linked to corresponding call reporting records | Natterbox Salesforce App | 1.290 |
15929 | Natterbox App Administration | Natterbox App Administration General | Added a number label for caller identify | The My Caller ID dropdown has had a revamp to include the Number Label (configurable in Phone Numbers Tab) meaning agents can find the number they are wanting to present far more efficiently. | Natterbox Salesforce App | 1.290 |
16508 | Call Reporting | Call Reporting General | Wrap-Up fix | Fixed an issue whereby the Call reporting record was not being updated with the Task link for wrapped up calls | Natterbox Salesforce App | 1.290 |
17072 | Natterbox CTI App Administration | Natterbox CTI App Administration General | Changed spelling of Wrapup to Wrap-Up | Rename all field labels to Wrap-Up | Natterbox CTI App | 2.59 |
March 19th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
506 | Insight | Insight General | Upgraded the Insight Transcription engine | Upgraded the Insight transcription engine for the following languages and dialects : Danish, Dutch, English, English (US), English (AU), English (UK), English(NZ), English (IN), French, French (CA), German, Italian, Korean, Portuguese, Portuguese (BR), Russian, Spanish, Spanish (LA), Swedish, Turkish | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
15670 | Freedom | Freedom General | Microphone & Speaker Information on CTI | Agents are now able to see the Microphone & Speaker that is in use by the webphone directly from their CTI. Additionally if either device changes the info panel on the CTI will flash indicating a change | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
15683 | Service Cloud Voice | Service Cloud Voice General | Fixed a Supervisor Listen In issue | Fixed a bug where all users were able to see the transcription live but were unable to listen in via omni supervisor (SCV) | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
4110 | Freedom | Freedom General | Unable to Change Person contact to None | Fixed a bug where agents were unable to select "none" as the person to wrap the call up against. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
17761 | Wallboards | Wallboards General | Changed spelling of Wrapup to Wrap-Up | Across the platform, there were various spellings of Wrapup; this has been standardised to Wrap-Up | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
March 13th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
17181 | CTI | Wrap Ups | Enhanced Wrap Ups | Enhanced Wrap Ups are enabled by default Note this feature also requires CTI v2.56 | Natterbox Salesforce App | 1.288 |
70 | Insight | Insight General | Pause resume fix | Calls recorded by insight can now be paused and resumed | Natterbox Salesforce App | 1.288 |
17083 | Insight | Insight General | Transcription download fix | Fixed a bug where large insight records were not able to be downloaded | Natterbox Salesforce App | 1.288 |
February 21st 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
14030 | CTI | Wrap Ups | Enhanced Wrap Ups | Enhanced Wrap Ups can now be configured Note this feature also requires CTI v2.56 | Natterbox Salesforce App | 1.287 |
16949 | Omni Channel | Omni Channel General | Sync issue fix | Fixed an issue where the omni-channel sync would not work if there were groups with no users in | Natterbox Salesforce App | 1.287 |
11586 | Call Reporting | Missed Calls | Wrap Up failed time | Additional field created in phone events object to show the Wrap-Up failed time associated with the missed call | Natterbox CTI App | 1.287 |
February 20th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
13585 | CTI | Wrap Up | Wrap Up exit early | Users will now be able to leave call queue wrap up early, by completing their wrapup | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
11570 | CTI | Wrap Up | Wrap Up time extension | Agents will now be able to extend their call queue wrap up time by clicking the extend wrapup button from the CTI when in wrap up | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
15126 | Omni Channel | Omni Channel General | Natterbox Omni Channel presence triggers failing to update | Fixed a bug where enabling Salesforce Enhanced Omni-Channel would break the Omni-Channel presence syncing in Natterbox. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
16339 | Call Reporting | Missed Calls | Missed call fix | Wrapup failed time will no appear on missed call phone events | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
16655 | Wallboards | Wallboards General | Skill filtering | Admins can now enjoy a more efficient experience on wallboards with the introduction of real-time skill search, eliminating the need for the drop-down menu | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
16656 | Wallboards | Wallboards General | Skill filtering | Admins can now filter between selected, unselected, and all skills on wallboards, providing greater control over skill management. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
February 19th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
16124 | Natterbox App Administration | Natterbox App Administration General | Fixed a scheduled job issue | Fixed and issue where a scheduled job was not appearing on the list for Omni-Channel orgs | Natterbox Salesforce App | 1.286 |
16124 | Dial Lists | Dial Lists General | Dial Lists supports Cases and Opportunities | It’s now possible to use the Salesforce object type Cases and Opportunities with Natterbox Dial Lists | Natterbox Salesforce App | 1.286 |
16284 | CTI | CTI Wrap Ups | Wrap Up fix | Fixed an issue where call tasks were not being linked to corresponding call reporting records | Natterbox CTI App | 2.54 |
February 14th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
16124 | Natterbox App Administration | Natterbox App Administration General | ECI supported | It’s now possible to use Salesforce Conversation Insights with Natterbox | Natterbox Salesforce App | 1.285 |
February 6th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
16344 | Call Queues | Skills | Fixed a skill routing issue | Fixed an issue where newly created agents with low or no skill values were receiving calls immediately when added to a call queue, even if the call had a skill requested | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
9518 | Wallboards | Wallboards General | Fixed a call termination issue | Fixed an issue where non-callback calls were not able to be terminated from a wallboard | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
January 23rd 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
16524 | Service Cloud Voice | Service Cloud Voice General | Fixed a call pausing issue | Fixed an issue for SCV customers where they were not able to resume a call recording once it had be paused. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
January 10th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
16144 | Natterbox App Administration | Natterbox App Administration General | Fix the issue of unnecessary 'enable EnhancedEmail' requirement on package install | Customers upgrading to Natterbox App 1.280 (reported in previous versions too) needed to have EnhancedEmail enabled, this is no longer mandatory. | Natterbox Salesforce App | 1.282 |
11406 | Dial Lists | Dial Lists General | Fixed a storage usage issue. | Resolved an issue where dial item audit logs weren't being deleted as intended by the scheduled job, which was failing silently. | Natterbox Salesforce App | 1.282 |
9841 | SCV | SCV General | SCV Blind Transfer support | Blind transfer is now supported in SCV, note this requires CTI package version 2.53 | Natterbox Salesforce App | 1.282 |
10062 | SCV | SCV General | SCV Blind Transfer support | Blind transfer is now supported in SCV, note this requires AVS package version 1.282 | Natterbox CTI App | 2.53 |
January 9th 2024:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
14965 | Call Queues | Callbacks | Fixed a callback connection issue | Addressed an issue where callbacks failed to connect if the country code was not entered. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
15155 | Telephony General | Omni Channel | Fixed some text to speech voices | Fixed three voices not correctly working: Spanish Valeria, Polish Antoni, Portuguese Marissa | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
6645 | Digital Channels | SMS | Fixed an issue with copy and paste into text input | Fixed an issue where you couldn't copy and paste into the text input field on the Natterbox Messaging window. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
December 13th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
14774 | Natterbox App Administration | Natterbox App Administration General | Phone number details can be exported | From the Phone Numbers page within the Natterbox App, the details of all the phone numbers can be exported as a CSV | Natterbox Salesforce App | 1.280 |
14647 | Natterbox App Administration | Routing Policies | Fixed an issue whereby call queue statistics reset times weren't being fully adhered | When setting the hours on the statistic reset time for a call queue the setting would only accommodate the days specified | Natterbox Salesforce App | 1.280 |
9878 | Natterbox App Administration | Sandbox Refresh | Added a confirmation check as part of a Sandbox refresh | It must be confirmed before a Sandbox refresh process is initiated, to avoid potential accidents | Natterbox Salesforce App | 1.280 |
9527 | Wallboards | Wallboards General | Fixed a wallboard user status display issue for SCV users | SCV users would sometimes not be in sync and would display incorrect statuses on the Wallboards | Natterbox Salesforce App | 1.280 |
November 28th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
9098 | Call Queues | Call Queues General | Fixed Agents without skills receiving calls that have skills assigned | Previously calls were incorrectly being forwarded to unskilled agents by default when they should have been directed to available skilled agents | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
14430 | Wallboards | Wallboards General | Add Skill filters to Wallboards 2.0 | Team Leaders can now filter Queue components, Agent lists and Queue status by skills so team leaders can customise the wallboard even further to suit their needs | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
November 15th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
9891 | Insight | Insight General | Call Summaries | You can now enable the ability to summarise your insight calls using AI | Natterbox Salesforce App | 1.278 |
15489 | Wallboards | Wallboards General | Fixed an issue whereby some Wallboards failed to migrate | Some Wallboards faced an issue whereby they couldn't be migrated from the legacy version | Natterbox Salesforce App | 1.278 |
14885 | Natterbox App Administration | Sandbox Refresh | Fixed a Sandbox refresh issue | Fixed an issue whereby the sandbox refresh job wouldn't run | Natterbox Salesforce App | 1.278 |
November 14th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
15548 | Call Queues | Call Queues General | Fixed a call queue routing issue | Fixed an edge case where sometimes a call would not retry an agent | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
15365 | Call Queues | Omni Channel | Fixed an issue with the Salesforce Omni Channel integration | Fixed an issue where sometimes calls would be forwarded to agents who were offline | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
6645 | Insight | Insight General | Fixed an insight language transcription issue | Fixed an issue whereby the routing policy and user settings for insight language were not being respected | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
8362 | Natterbox App Administration | User Admin | Performance improvements to the user management part of the public API | The User POST and GET have been optimised, such that services like the bulk user service will run noticeably quicker | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
8393 | Service Cloud Voice | Service Cloud Voice Transcription | Improved the Swedish transcription language for SCV | The Swedish language is now using an improved version and will output a greater quality of transcription | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
October 26th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
9253 | Natterbox App Administration | Recording Access | It's now possible to disallow the option to download call recordings as part of a recording policy | From the recording policy you can control whether users in said policy are able to download a call recording or not | Natterbox Salesforce App | 1.274 |
11287 | Natterbox App Administration | Call Reporting | Transferred calls are now more clearly reported on | From the Call Reporting object a new field is now available "Related Call Reporting" which links transferred calls together | Natterbox Salesforce App | 1.274 |
October 12th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
9797 | Insight | Insight Transcription | Additional language support Insight | Dutch and 14 other languages have been added to Insight | Natterbox Salesforce App | 1.273 |
October 3rd 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
8411 | Call Queues | Call Queues General | Fixed a call queue issue | Fixed an issue whereby queued calls would be unexpectedly terminated | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
9468 | Natterbox App Administration | Natterbox App Administration General | Fixed a user management issue | Fixed a bug where users who were removed from groups we added back in to groups when they changed their omni channel presence | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
9037 | Insight | Insight Categories | Improved validation when creating Insight Categories | Category queries should never contain any trailing spaces, this is now handled on the Insight Category creator | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
September 20th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
6245 | Natterbox App Administration | Natterbox App Administration General | Sandbox refresh support | Added functionality to enable admins to remove Natterbox dependancies from the new sandbox at a click of a button, meaning Sandboxes can be refreshed and reused with Natterbox without much additional work | Natterbox Salesforce App | 1.270 |
2683 | Natterbox App Administration | User Admin | Bulk user deactivation support | Users can now be deactivated in mass using the bulk user update feature | Natterbox Salesforce App | 1.270 |
8397 | Natterbox App Administration | Natterbox App Administration General | Fixed a call reporting issue | Fixed an issue whereby a series of errors would be produced when processing call reports | Natterbox Salesforce App | 1.270 |
September 19th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
9797 | Freedom Web | Freedom Web General | Fixed a Freedom Web login issue | Resolved an authentication issue which would block the ability to log into Freedom Web | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
September 5th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
1118 | Call Queues | Call Queues General | Fixed an issue whereby calls were being offered to agents who were unavailable | Calls were previously being incorrectly offered to agents who had unregistered webphones and were also in a wrapup state, this resulted in duplicated missed call event logs too, now only agents who are fully available will be forwarded calls | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
August 29th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
9828 | Service Cloud Voice | Service Cloud Voice General | SCV calls were incorrectly being routed to all agents | As part of a call queue, calls to SCV agents were incorrectly being routed to all agents at once, rather than using the chosen routing algorithm | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
August 22nd 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
5831 | Wallboards Flightdeck | Wallboards General | Fixed an access issue | Fixed an issue whereby access wasn't being granted to Wallboards | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
7919 | Insight | Insight General | Added a tooltip to Insight Categories to help guide the syntax creation | Added a reminder to always use speech marks when setting a Category query as the syntax is important | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
8089 | Wallboards Flightdeck | Wallboards General | Non-callback calls can now be terminated from Wallboards | Previously only callback calls in a queue could be manually terminated from Wallboards, but now all calls can be manually ended from the UI | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
8362 | Natterbox App Administration | User Admin | Performance improvements to the user management part of the public API | The User POST and GET have been optimised, such that services like the bulk user service will run noticeably quicker | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
8393 | Service Cloud Voice | Service Cloud Voice Transcription | Improved the Swedish transcription language for SCV | The Swedish language is now using an improved version and will output a greater quality of transcription | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
August 17th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
6221 | Natterbox App Administration | Country Codes | New Zealand Dial Plan Added | Customers with a locale set to New Zealand will now be able to dial local numbers rather than needing to add the +64 country code to each number dialled | Natterbox Salesforce App | 1.268 |
3043 | Insight | Insight General | A fix to Insight Categories creating duplicates in Salesforce | When a Insight Category triggers against a call a record is created in Salesforce, it was found sometimes unnecessary duplicated records were being produced | Natterbox Salesforce App | 1.268 |
August 8th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
6435 | Natterbox App Administration | PBX Group Management | Fixed a PBX Group membership issue | Fixed a bug where users who were removed from groups we added back in to groups when they changed their omni channel presence | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
August 2nd 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
8365 | Natterbox App Administration | User Management | The ability to bulk create users | Users can now be created in bulk from the Natterbox App using templated configuration | Natterbox Salesforce App | 1.265 |
3043 | Service Cloud Voice | General Service Cloud Voice | Presence and Availability re-architecture cleanup | Now that SCV is using purely the Salesforce Omni-Channel Presence State rather than the Natterbox Availability State, this AVS update will mean we will no longer sync between the two states, we will just use the Presence State completely going forward. State changes will no longer be recorded in Wallboards, reporting will rely on the Salesforce reporting for Presence" | Natterbox Salesforce App | 1.265 |
July 18th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
6248 | Flightdeck | General Wallboards | Custom Sort Order for Availability State and Presence State | It is now possible to sort the agent list by a custom order when using Availability State or Presence state, meaning your list of agents can be ordered to match your preferences. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
4851 | Flightdeck | General Wallboards | Fixed an issue where Queue Status data was inconsistent for SCV agents | Fixed an issue where Agent List and Queue Status do not show the same stats with the addition of an extra field in the Queue Status component of "Unavailable for Voice Calls" | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
July 12th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
8396 | Natterbox App Administration | Call Reporting | Call reporting fix | Fixed a bug where managed properties were failing to update values on custom fields on call reporting record. | Natterbox Salesforce App | 1.262 |
7535 | Insight | Insight Transcription | Improved Insight transcription quality | All languages are now using the latest AI model as well as using a mode tailored for phone call audio quality | Natterbox Salesforce App | 1.262 |
July 11th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
7248 | Service Cloud Voice | General Service Cloud Voice | SCV keypad fix | Fixed a bug where no keypad was available when leaving a voicemail for another user in SCV | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
7491 | Telephony features | SMS | SMS not firing fix | Fixed an issue where on some occasions notify SMS were not being sent to customers in South Africa | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
7535 | Insight | Insight Transcription | Improved Insight transcription quality | All languages are now using the latest AI model as well as using a mode tailored for phone call audio quality | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
June 27th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
1025 | Telephony features | Routing Policies | Fixed a bug where the country code rule was not working correctly for Slovakia | The Slovakian country code was incorrectly interpreting numbers as Czech numbers | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
1663 | Telephony features | General Telephony | Fixed a bug where call screening did not work with custom macros | If a custom macro was set to query data from Salesforce, it wouldn't display the data for call screening | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
June 14th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
5973 | Natterbox App Administration | Admin General | Sort Order on the Last modified column on the license page | Fixed a bug where the sort order of certain items sorted by date were not sorted correctly | Natterbox Salesforce App | 1.260 |
4665 | Natterbox App Administration | Admin General | Sort order of date column fields across multiple pages | Fixed a bug where the sort order of certain items sorted by date were not sorted correctly Pages affected : Dial List Reports, Sounds, Call lOgs, Devices, Groups, , Phone Numbers, Natterbox Users | Natterbox Salesforce App | 1.260 |
May 30th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
6463 | Telephony features | General Telephony | Improved handling of premium rate numbers for callbacks | An improvement to the way Natterbox checks numbers to be called via the callback method to reduce the amount of false positives | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
5378 | Chrome Plugin | Chrome Plugin General | Fixed a display bug | Fixed a bug where the monitored device ID was displaying as the outbound number on the chrome plugin | Chrome Plugin | No update required. All customers using Natterbox will get this automatically. |
5377 | Chrome Plugin | Chrome Plugin General | Fixed a display bug | Fixed a bug where chrome plugin displayed "You are calling" for a split second - the UI will now always display "Outbound Call To" for outbound calls | Chrome Plugin | No update required. All customers using Natterbox will get this automatically. |
5373 | Chrome Plugin | Chrome Plugin General | Fixed a display bug | Changed the font of the Chrome Plugin to align with Natterbox brand | Chrome Plugin | No update required. All customers using Natterbox will get this automatically. |
May 16th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
6132 | Service Cloud Voice | General Service Cloud Voice | Fixed an SCV issue whereby calls were failing to be sent to agents | If a user was operating SCV from multiple browser tabs or windows it was possible for agents to become stuck in a state whereby they're always regarded as being Offline | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
5416 | Telephony features | General Telephony | A fix to the Connect components (including Hunt group) not playing ringing media to the caller | Fixed an issue whereby if a call tried to route to in inactive Freedom Mobile agent then the ringing media wouldn't be correctly played to the caller | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
May 5th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
2903 | Natterbox App Administration | Missed calls | Missed calls are now supported for SCV users | Missed calls can be enabled for SCV agents | Natterbox Salesforce App | 1.250 |
5416 | Natterbox App Administration | Dial Lists | Fixed an issue when delete dial lists | Dial lists of a large size would fail to be delete | Natterbox Salesforce App | 1.250 |
May 2nd 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
5964 | Telephony Features | General Telephony | Fix to Autocalls becoming terminated on answer | The autocalls feature would initiate the outbound call but the call would be incorrectly terminated once an agent answered the call from their end | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
Apr 4th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
3886 | PCI Payments | General PCI Payments | Agent Assist remains in one tab | When agents are working with an Agent Assist tab already open, clicking the take payment button will take them to the already open tab rather than opening a new one. What is more, if the session is still valid the tab will remain active rather than asking the agent to log in again | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
3517 | Service Cloud Voice | General Service Cloud Voice | SCV calls appearing stuck in OmniChannel | SCV calls sent to agents suffering issues with the Webphone would remain in the OmniChannel | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
3013 | Service Cloud Voice | General Service Cloud Voice | SCV dialler becomes unusable after connection issue | If a call was interrupted due to a connection issue the dialler would become stuck in a state whereby call controls would be unusable | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
3599 | Telephony features | Chrome Plugin | Updated the look and feel of the Webphone Helper | The webphone helper has been updated to reflect the Freedom UI bring together a cohesive look to the Natterbox Freedom platform | 1.10 | Managed via Chrome. |
Mar 27th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
3564 | Service Cloud Voice | General Service Cloud Voice | Fixed an issue where the SCV UI appeared to fail to pause call recordings | When an agent would pause their call recording the SCV UI should falsely report the operation failed when it had been successful | Natterbox Salesforce App | 1.253 |
3750 | Dial Lists | General Dial Lists | Major enhancements to dial lists | A series of changes have been made to the Dynamic Dial List feature set. These includes changes to how the Dynamic Dial List job functions and the process it follows, the core parts being removing legacy features and moving the reports feature to it's own dedicated job. Limits have been imposed as part of this to allow for stability within the job as well as improvements have been made to increase the maximum dial list amount to 2000. | Natterbox Salesforce App | 1.253 |
2515 | PCI Payments | General PCI Payments | PCI Payments now live | Introducing PCI Payments, a new way to safely and securely handle payments over the phone | Natterbox Salesforce App | 1.253 |
Mar 21st 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
3564 | Service Cloud Voice | General Service Cloud Voice | Fixed an issue where the SCV UI appeared to fail to pause call recordings | When an agent would pause their call recording the SCV UI should falsely report the operation failed when it had been successful | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
3419 | Natterbox Wallboards | Wallboards General | Fixed bug where CTI went blank when ending 2nd call | Resolved an issue where the CTI would go blank for users when ending a 2nd call with the first call on hold. The CTI will now operate as expected when ending the 2nd call | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
Mar 14th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
3605 | Natterbox Wallboards | Wallboards General | Improved Error Messages on Wallboards | The "Unknown Error: Something went wrong" error messages have been replaced with more specific error messages and information on the next steps to keep everyone better informed | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
3301 | Service Cloud Voice | Natterbox Wallboards | Wallboards will now correctly show the status of SCV agents | Previously when an SCV agent set themselves to a presence state that was unavailable for calls they would appear as "logged off" from Wallboards. Now the agents will appear as "Unavailable for voice calls" when set to these states. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
3300 | Natterbox Wallboards | Wallboards General | Cancelled/failed transferred calls would be removed from the Wallboards | When a transferred call was rejected by the receiving end or timed out, if the call was a call queue call being monitored by wallboards it would disappear from the board, now it's kept on until a transfer is successful. For SCV agents this also happened when completing a merged call, merged call queue calls are now also kept up on the board. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
Mar 7th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
3564 | Service Cloud Voice | General Service Cloud Voice | Fixed an issue where the SCV UI appeared to fail to pause call recordings | When an agent would pause their call recording the SCV UI should falsely report the operation failed when it had been successful | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2869 | Service Cloud Voice | General Service Cloud Voice | Fixed transcriptions not working for Sandbox Orgs | Transcription will work for all newly created sandboxes with the latest AVS package, but for existing sandbox instances it will need to be manually fixed by updating to the latest and select "sync domain" from the Account Settings on the Natterbox App | Natterbox Salesforce App | 1.251 |
3352 | Natterbox App Administration | Admin General | Connect API Error Logs no longer being created | An issue was identified where the Connect API endpoint was being utilised to see if Chatter is enabled on an org, the logic for this has changed to no longer check this and not create additional error logs related to the Connect API. | Natterbox Salesforce App | 1.251 |
3147 | Natterbox App Administration | Routing Policies | Day of the Week flag not saving in Time of Day Rules | An issue was raised where the time of day rules were not saving correctly for specific days, the cause of this has been identified and this is now fixed. | Natterbox Salesforce App | 1.251 |
2750 | Natterbox App Administration | Groups | Non Natterbox Administrators can now access the Groups page | An issue was identified where Non Natterbox Administrators with the relevant permissions were not able to access the Groups page, this has now been fixed. | Natterbox Salesforce App | 1.251 |
2447 | Natterbox App Administration | Routing Policies | Rules component logic not saving | An issue was raised where the Rule component was not saving correctly for the flags that were selected, the cause of this has been identified and this is now fixed. | Natterbox Salesforce App | 1.251 |
2717 | Natterbox Wallboards | Legacy Wallboards (v1.5) | Change other users availability in wallboards 1.5 | With the correct permissions team leaders are now able to change other users availability directly from the wallboards screen for wallboards version 1.5. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2501 | Freedom | CTI v1, communities and API | A fix to CTI being unavailable in Communities | CTI was failing to load in Communities as that Salesforce site needed adding into the allowed list | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2572 | Telephony features | Chrome Plugin | Auto-Answer support for the Natterbox Chrome Extension | The latest version of the Natterbox Chrome Extension now supports the Inbound Auto-Answer functionality. When an agent is using Auto Answer, the chrome extension will now show the countdown timer before the call is answered and have the reject call button removed. | Chrome Plugin | |
1594 | Telephony features | APIs | Fix to intermittent Salesforce object creation | Increased the timeout to 20 seconds when creating Salesforce objects (such as Cases) to accomodate organisations with slow performance | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
1364 | Telephony features | Telephony General | A fix to call reporting records failing to be created for certain calls | Fixed a race condition whereby a call record would fail to create if multiple calls from different queues were sent to the same agent at the same time | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
Mar 2nd 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
|---|---|---|---|---|---|---|
3426 | Service Cloud Voice | General Service Cloud Voice | Fix to transcription not resuming | When pausing a recording the transcription would stop, but it would not resume when resuming the recording | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
3473 | Freedom | Freedom Mobile | Fixed issue with Freedom Mobile crashing on certain Android devices | Resolved issue where Android 13, Pixel 7 devices were crashing when making outbound calls | Mobile | 2.10 |
3429 | Freedom | Freedom Mobile | Fixed one way audio issue | Resolved an issue where incoming internal calls on iOS did not receive any audio from the called party | Mobile | 2.10 |
2190 | Freedom | Freedom Mobile | Fixed application user interface issue where it would show a white screen. | In some situations, answering a phone call then going straight to the Freedom Mobile application could cause the app to hang on a white screen that only shows some green dots. This issue has now been resolved. | Mobile | 2.10 |
2094 | Freedom | Freedom Mobile | Fixed application user interface issue where it would show a white screen. | In some situations, answering a phone call then going straight to the Freedom Mobile application could cause the app to hang on a white screen that only shows some green dots. This issue has now been resolved. | Mobile | 2.10 |
1980 | Freedom | Freedom Mobile | 'Failed to Connect' error incorrectly shown. | When opening the Freedom Mobile app after it has been idle for a long time, it would momentarily flash up a 'Failed to Connect to webphone' error. This has been resolved. | Mobile | 2.10 |
1880 | Freedom | Freedom Mobile | All diagnostic logs now use the UTC Time format. | Previously, all diagnostic logs were in the time zone of the device. This made troubleshooting difficult as the device was often in a different time zone to the support center. We have changed this so that all logs generated by Freedom Mobile are in UTC time format. | Mobile | 2.10 |
1726 | Freedom | Freedom Mobile | Moved the location of the 'Back' Button so that it does not overlap with the iPhone notch | The location of the back button on the user interface was becoming obscured by the notch on some iPhone models. The button has now been moved to stop this. | Mobile | 2.10 |
1622 | Freedom | Freedom Mobile | New Alerts in Freedom Mobile | The look and feel of the alerts and errors generated in Freedom Mobile have been updated. Information messages now have a blue border Error messages now have a red border Solution messages (such as a connection being re-established) now have a green border We have also added more detailed descriptions to our error messages. | Mobile | 2.10 |
1613 | Freedom | Freedom Mobile | Increase the responsiveness of buttons in Freedom Mobile | In some cases, buttons in Freedom Mobile could be slow to respond to a tap with no cue that the button had been pressed, resulting in multiple presses of the same button. These buttons are now real-time responsive. | Mobile | 2.10 |
1479 | Freedom | Freedom Mobile | New button in settings: Call Echo Line. | A new echo line test button in Natterbox Mobile allows you to test your microphone and speakers. Calling this line from the settings page will repeat anything you say after a short pause, allowing you to ascertain the quality of your microphone, speakers and call quality. | Mobile | 2.10 |
1475 | Freedom | Freedom Mobile | Ability to test call quality | Users are now able to test the expected quality of a call by using a "Test Call Quality" button in the settings page, this test will simulate a call and return the results on the screen. | Mobile | 2.10 |
1474 | Freedom | Freedom Mobile | New notification in Freedom Mobile when the app is out of date. | If your App becomes out of date, Freedom Mobile will not pop up an alert in the App to inform you that a newer version of the App is available from the App store. | Mobile | 2.10 |
1471 | Freedom | Freedom Mobile | New audio alert to let you know that the other end of the call has hung-up. | Freedom Mobile now plays a beep to let you know that the other party has hung up the call. | Mobile | 2.10 |
1470 | Freedom | Freedom Mobile | New Alert to let you know when your internet connection is lost during a call. | We have made a big update to the way Freedom Mobile behaves when you lose your internet connection during a call. Natterbox will not attempt to reestablish the connection for 30 seconds before discontinuing a the call. A new pop-up on the 'on call' screen will alert you to the lost connection and give you information on how Natterbox is attempting to reestablish the call. | Mobile | 2.10 |
1358 | Freedom | Freedom Mobile | Increased resiliency when in an area of poor connection. | Freedom mobile is now more active in maintaining a connection when in an area of poor connectivity. This will reduce the period of time that Freedom Mobile is disconnected when moving through low connectivity areas. | Mobile | 2.10 |
1248 | Freedom | Freedom Mobile | Ensure Freedom Mobile is not called when on Do Not Disturb (DND) | In some cases, calls were being passed to Freedom Mobile, even when it was on Do Not Disturb. We have resolved this issue. | Mobile | 2.10 |
1247 | Freedom | Freedom Mobile | Fix calls on hold not staying on hold. | If a call was put on hold then the internet connection was lost, when the call was reestablished, the call would no longer be on hold. This is resolved. | Mobile | 2.10 |
3426 | Service Cloud Voice | General Service Cloud Voice | Fix to transcription not resuming | When pausing a recording the transcription would stop, but it would not resume when resuming the recording | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
Feb 24th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
3400 | Telephony Features | Static/Dynamic Dialler | Ability to Toggle Dial Item Audits and Dial List Reports on or off. | You now have the ability to toggle dial list audits and reports on or off. Dial list audits are used primarily for troubleshooting but can use up a lot of storage space over time. They can now be disabled when they are not needed. Similarly, dial list reports can now be disabled to reduce the space requirements for high volume users of the dial list. Disabling the dial list reports does not impact the date placed into the Natterbox Call Reporting Object. | Natterbox Salesforce App | 1.250 |
3068 | Telephony Features | Static/Dynamic Dialler | When linking a Salesforce list view that contains over 50,000 entries would sometimes cause an Apex error. (Too many query rows:50001) | Resolved an issue where Dial Lists that are related to List Views with over 50k records sometimes causing an apex error of "Too many query rows: 50001" being sent out via email to Salesforce administrators. These emails were a nuisance and in some circumstances this error could cause Dial Lists to have a delayed process time. This issue has now been resolved. | Natterbox Salesforce App | 1.250 |
2679 | Natterbox App Administration | Natterbox Users | Ability to Deactivate a User from the Natterbox User page | Added the functionality to deactivate a User on a button press from the Natterbox User page. This functionality will also remove the User from any groups they belong to, remove their licences, remove them from the Availability profile, as well as set the User to inactive. | Natterbox Salesforce App | 1.250 |
Feb 10th 2023:
Update Number: | Product Area: | Product Area Detail: | Description: | Overview: | Release Type: | Version: |
|---|---|---|---|---|---|---|
3212 | Service Cloud Voice | Call Recording | SCV call recordings fix | SCV recordings were not previously playable from the voice call objects | Natterbox Platform | No update required. All customers using the Chrome Plugin will get this automatically. |
2618 | Service Cloud Voice | Call Recording | Call recording transfer fix | Certain attended transfers were not being full call recorded | Natterbox Platform | No update required. All customers using the Chrome Plugin will get this automatically. |
2572 | Contact Center | Auto-Answer | Auto-Answer support for the Natterbox Chrome Extension | The latest version of the Natterbox Chrome Extension now supports the Inbound Auto-Answer functionality. When an agent is using Auto Answer, the chrome extension will now show the countdown timer before the call is answered and have the reject call button removed. | Chrome Plugin | No update required. All customers using the Chrome Plugin will get this automatically. |
2555 | Natterbox Wallboards | Wallboards general | Removal of Callbacks from Abandoned Calls | Callback requests will now longer be incorrectly reported as abandoned calls | Natterbox Platform | No update required. All customers using the Chrome Plugin will get this automatically. |
Jan 27th 2023:
Update Number: | Product Area | Product Area Detail | Update | Overview | Release Type | Version |
1226 | Contact Center | Reports | Availability times not always calculated | On some availability state reports, agents were incorrectly showing 0 seconds for the time they spent in their availability states. This has now been resolved. | Natterbox Salesforce App | 1.248 |
2398 | Natterbox Wallboards | Legacy Wallboards (v1.5) | Eye icon not working on Legacy Wallboards (v1.5) | When using the eye icon to preview a board in the legacy wallboards, a blank board would load with no information on it. This has now been resolved. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2615 | Contact Center | Auto-Answer | Auto-Answer - Support for Natterbox Yealink Desk Phones | This ticket adds in Yealink support for the new Auto-Answer functionality. This will be supported by any Yealink device that is purchased from Natterbox. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2884 | Service Cloud Voice | Service Cloud Voice General | A fix to when two calls routed to the same agent would cause the Service Cloud Voice interface to become inoperable | Call waiting is not properly supported by SCV, so now additional calls will not be routed to the same agent if they're already on a call. Also additionally new inbound calls will take priority for supervisors, so they will be routed new calls if they are performing a listen in. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2890 | Service Cloud Voice | Service Cloud Voice General | Error messages produced when adding a user to a call or monitoring a live call | Previously Next Best Action would trigger an error when a call was affected in an unexpected way. This has now been resolved. | Natterbox Salesforce App | 1.246 |
Jan 13th 2023:
Update Number | Product Area | Product Area Detail | Update | Overview | Release Type | Version |
2863 | Service Cloud Voice | Service Cloud Voice General | After Conversation Wrapup time was being incorrectly triggered for internal calls | If an internal call was made between SCV agents, they wouldn't receive any inbound calls from customers until the wrapup timer expired | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2809 | Service Cloud Voice | Transcription | SCV to log transcription languages in human readable format | Originally, Service Cloud Voice Language selection showed country short codes rather than than the full name of the language. This has been updated to change it to the full name in order to make the list easier to read. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2512 | Natterbox Wallboards | General Wallboards | No Devices Warning - Mobile App Offline wording to change to "Mobile App Unreachable" | Wallboard "Mobile App Offline" message was considered to not always accurately represent the status of Freedom Mobile, so this has been changed to "Mobile App Unreachable" | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
January 6th 2023:
Update Number | Product Area | Product Area Detail | Update | Overview | Release Type | Version |
2873 | Service Cloud Voice | Service Cloud Voice General | Placing a call on hold then performing a transfer resulted in no audio | When placing a call on hold and performing a transfer, the transferee would receive silence | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2570 & 2573 | Contact Center | Auto-Answer | New Auto-Answer Feature - ability to set how long before the call is auto-answered. | We have added a new feature to inbound Auto-answer. Via the call queue component in the routing policies, it is now possible to set how long the call will ring for before the call is auto-answered. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2569 & 2558 | Contact Center | Auto-Answer | New Auto-Answer Feature - Ability for agents to see the call countdown timer before the call is answered. | This release makes it possible for agents to now see a countdown timer on Freedom Web/Salesforce before the call is auto-answered. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2710 & 2709 | Insight | Insight Player | Unable to see Insight Transcription when updating the Natterbox App Package in a Salesforce Sandbox. | Some customers were unable to see their transcriptions in Salesforce when moving to the Natterbox App version 1.237. This update resolves this issue. | Natterbox Salesforce App | 1.244 |
3017 | Service Cloud Voice | Wallboards | Re-architecture or the SCV presence service | Resolves the following issues - * Agents being incorrectly sent OR not sent calls from a call queue due to delays when a agent changes their presence state from Omni Channel * Agents being incorrectly sent call queue calls when they are in wrapup * Agents failing to change their presence state if the selected presence state name had a special character in it's name | Natterbox Salesforce App | 1.243 |
2885 | Service Cloud Voice | Service Cloud Voice General | Fixed SCV calls failing to route to agents if they had multiple tabs | Omni Channel currently only works in a single tab, but if an agent opened multiple tabs calls would then stop routing to the agent. Now it should be possible to have multiple tabs open and still answer calls from the one tab Omni Channel is operating from. | Natterbox Salesforce App | 1.243 |
156 | Natterbox Wallboards | Wallboards General | Wallboards sometimes does not show 'No Devices' when a user logs out of Freedom Mobile | In some cases, if a user closed Freedom Salesforce first, then closed Freedom Mobile, the Wallboards would fail to show a 'no devices' error until Natterbox attempted to deliver a call to them. This has now been resolved. | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
2886 | Service Cloud Voice | Service Cloud Voice General | Cancelling a SCV attended transfer produces and error and leaves agent stuck in a state | If an agent terminated an attended transfer from the Omni Channel, the call would correctly cut off the transferee but they would receive an error and the UI wouldn't update leaving them stuck in a transfer state | Natterbox Platform | No update required. All customers using Natterbox will get this automatically. |
December 5th 2022:
The Salesforce Winter 22 update was released on 5th of December 2022. For full details on our final release major release of 2022, please see our release hub page. |
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Note: In Salesforce Winter 22, users of Natterbox CTI 2.0 and Freedom CTI may receive an error message when attempting to use User or Group lookup functionality. In order to fix this issue, please see Salesforce Winter 22 & Natterbox CTI.
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