Release Notes

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

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.

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

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.

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.

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.

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

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.

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

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

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.

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

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.

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

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

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.

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.

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

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.

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.

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

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

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.

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

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

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.

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

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

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.

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

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

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.

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.

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

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.

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

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.

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

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.

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

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

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.

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

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.

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.

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.

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.

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

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.

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

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.

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

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.

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.

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

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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

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.

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

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.

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.