20.4. SCV Missed Call Notifications

You can enable your SCV users to receive notifications for their missed calls.

To enable this feature: 

1. Navigate to Account Settings
2. Select Missed Call Notifications Enabled

Note: this relies on missed call phone events being enabled, this will be enabled for all calls with the exception of call queues and diverted calls, if you did need missed call notifications for the diverted calls please contact Natterbox who can help enable this, call queue calls are unsupported for missed calls.

This feature also relies on the natterbox call reporting records being linked to the salesforce voice call objects, see here.

Once enabled agents will see notifications generated from the native Salesforce notification bell, and if the agent clicks onto the notification they will be taken onto their voice call record where they can dial back the number.

FAQ

I am not receiving missed call notifications, what do I need to check?

1. Ensure in the Natterbox App that under the account settings the missed call option is enabled

2. Ensure phone events are correctly being created for missed calls in your organisation, see here for more detail

3. Ensure the call is not a call queue call as these are not supported for missed calls

When I click on the notification it doesn't go anywhere

Ensure that you've correctly followed the steps to link the Natterbox call reporting records to the Salesforce voice call records, see here

What are pre-requisites to getting missed call notifications up and running?

Missed calls relies on Natterbox phone events being generated, these are enabled by default for all callflows except call queues and diverts.

If you need your agents to have missed call notifications call queues and diverts please contact Natterbox support who can help enable this on your routing policies.

I clicked on the missed call notification but was taken to a page that I am unable to view, what do I need to check?

Your agents will need to have Salesforce permissions to be able to view the Voice Call object, by default this is enabled for SCV users.