important for reporting as only the primary group will be populated in the To Group field of the call reporting object. Associated Numbers This list displays numbers that have been associated with the user. Once registered, they can be in the CTI, either to be displayed as the outbound number or to receive calls on the associated device. These numbers are not part of the Devices Ring Order unless added there separately, neither are they related to the numbers in the Phone Numbers  tab. It is not required to set up an associated number to use the Natterbox mobile app.  Enter the number to be associated (mandatory field) - this must be in a standard international format (without a '+' prefix, with an international code and with no leading zeros), i.e. it must begin with a number 1-9. Examples of this might be 447909123456 (UK mobile) or 17311234567 (US landline

Voicemails To setup your personal voicemail dial 1571 from the dial pad. A voice will come online to guide you through the setup process and how to setup a personalised greeting. Voicemails in the CTI sidebar menu Here you can see a list of voicemail messages you’ve received: In the above screenshot, “Unknown” relates to the type of call this message relates to, based on your company’s call routing policy. This can be set at an Admin level to recognise calls that have been routed to you based, for example, on a specific campaign (eg this could show “Autumn Sales Campaign”). You can click on “Unknown” to listen to the message and call the number back by clicking the caller’s number:

Select + New Wallboard

This guide will provide an explanation of the query label map and its connection to routing policy query applications. It will also cover the utilization of who and what ID during call wrapping, as well as a comprehensive description of each setting in the ‘look-up results’ section. The 'look-up results' section in the NCCC is utilized to identify the calling party on inbound calls and the called party on outbound calls. Once configured, this section will establish a relevant relationship between the task object generated upon concluding a call and other associated objects such as contacts, accounts, or opportunities. Please note: the result accuracy is dependant on the correct management of phone numbers in the phone type fields. In order for the query label map to identify callers consistently all phone numbers have to be stored in the international +164 format. Below, you will find comprehensive descriptions of

Please note: this guide is about transcription for calls using Natterbox AI and also Service Cloud Voice and Natterbox. What services support the transcription of calls? Service Cloud Voice and Insight both support the ability to transcribe calls Service Cloud Voice dynamically transcribes live calls and Insight transcribes calls as a post call action. Where are transcriptions stored? For Insight transcriptions our stored on the Natterbox platform, in the same way call recordings are. For Service Cloud Voice all transcriptions are stored within Salesforce. How long are transcriptions stored for? Insight transcriptions follow the same archiving policy as call recordings. For Service Cloud Voice, Natterbox doesn't keep any copies of transcriptions, they're solely stored in Salesforce. How accurate are the transcriptions? It's important to first note that the accuracy of a transcription is heavily reliant on many factors surrounding the quality of a conversation, for example : The

after the first The tag CANNOT have any numeric in it. Previously uploaded files that do not follow the above rules, will need to be re-uploaded to meet the above requirements. Examples: Tag Name Correct? OutOfHours No Outofhours Yes Salesmessage2 No VoiceMail_3 No Natterbox Insight combines voice transcription, sentiment analysis, and advanced speech analytics to give you an in-depth understanding of the conversations happening across your business. Quickly identify which calls and the sections of those calls you should listen to, and spot opportunities for employee recognition and coaching.

Please note: this requires version 1.330 or greater for the Natterbox app. Introduction to Conversational AI ✨ Now your customers can experience the power of AI directly, as our Assistants and Agents help manage your business calls. These Assistants act as intelligent routers—no more listening through endless Switchboard options! They can also answer customer queries directly, saving your agents time and doing much more. Whereas our Agents can then attempt to fully serve your customer’s needs. Assistants Overview A Natterbox AI Assistant is a smart helper for managing inbound call traffic. While they don’t directly manage customer data, they’re designed to assist and route customers efficiently. Here’s an overview of each available Assistant: Knowledge Assistant A powerful assistant that is able to handle queries from your customers, simply connect up a knowledge base such as a website or document and a knowledge Assistant is

Although these permissions apply by permission sets ( Assigning the Natterbox Permission Sets for full details), please remember that many users fall into more than one, for example, a Team Leader might be also be a User, and therefore they will have the combined permissions of the two users types, being able to both user and the CTI, and access Groups and Call Reporting. Note: Having incorrect permissions causes pages to be displayed with the Insufficient Privilege Salesforce error page. These are the defaults - as with all Salesforce permission sets, those with the appropriate levels of access can update these permissions to suit the needs of the company. Tab Section Administrator (NBVC Administrator PermissionSet) Team Leader (NBVC TeamLeader PermissionSet) User (NBVC BasicUser PermissionSet) Notes Home ✓ ✓ ✓ Admin Home ✓ x x Recording Access Page ✓ x x Event Logs page ✓ x x Error Logs page ✓ x x

Before you start Setting up Call Queues Ensure you have at least one call queue configured to be able to use Wallboards. If you are a new customer a member of the Natterbox Deployment Team will assist with setting up. If you are an existing customer who uses the Natterbox legacy Wallboards you won’t have to do anything additional here. Upgrade the Natterbox package Upgrade to minimum Natterbox 1.209 Returning to the homepage In order to return to the wallboards homepage from any screen, simply click on the Natterbox logo in the upper left corner:

Why can’t I launch a payment session from Freedom? For inbound calls, an administrator will need to confirm with Natterbox that the dialled number has been correctly provisioned as being PCI compliant, without this the option to take payments will not be given, even if the agent has a PCI license. Otherwise if you’ve recently been set up and this is your first payment and the TAKE PAYMENT option is not provided from Freedom , you may need to clear your browser’s cache. PCI or PCI Pal stands for Payment Card Industry and pal is the component for taking secure payments over the phone. Natterbox's newest user interface for voice communications that works within Salesforce, in a web browser, and on mobile.

Check App Version Log in to Salesforce and go to Setup In the Quick Search bar type "Installed Packages" and click on the Installed Packages link This page will then tell you the version numbers of the Natterbox App "Natterbox" = The Natterbox App Please verify that you have a version of the Natterbox app older than 1.143 - if not this guide might not be relevant to you. Step 1. Install Patch Version If you are upgrading from a version older than v1.143 (August 2020), you will need to install the update HERE first. Failure to do this will result in the install failing. To install, click the link above and login to the relevant salesforce instance as an administrator Remember this package should be installed for Administrators Only When prompted - allow access to all third party apps Step 2. Install Natterbox Version 1.254 To upgrade to the

Please note: internal Teams-to-Teams calls as well as video calls will not use Natterbox and will not be logged in Salesforce. MS Teams can be used as a phone interface with Natterbox with the appropriate setup and software connector. Here are different ways to interact with the interface.  Making a call from Salesforce video: Making a call from Teams There are three ways to make a call from teams: By dialling the number Click on the Calls section on the left menu   Type the number manually or click on the numbers in the Dial Pad   Press the Call button to initiate the call. By searching for the contact In the Calls section   , click on the Contacts tab     Find the contact and click on the phone icon to initiate a call   By finding a previous call In the Calls section   , click on History   Hover the mouse over the record

This article will explain how to resolve issues where direct calls to the user extension, transferred calls to the user extension or calls to the direct dial (DDI) of the user fail and reach voicemail. This issue is known to happen due to a missing user routing policy in our back end. These are accessible only to Natterbox and are generated upon the creation of the user. On some rare occasions if changes are made to the user while the Cloud PBX license is not assigned, the user policy may fail to create or update changes to the device ring order, which in turn would lead to extension and DDI calls failing over to voicemail. The steps to resolve this issue are: Navigate to the Natterbox user of the affected user Click the button “Reset Ring Order” This action will ensure that any faulty user policies will be suspended and

setting. Please use one of the following options instead to select specific recipients to suit the policy. Cc these mailboxes (in addition to the defaults) - opens a Cc mailboxes field in which to select users whose voicemail mailboxes will gain a copy of the voicemail in addition to the default recipients. When clicked on, this field displays a list of up to 10 users to choose from that can be clicked on to add them. More than one address can be entered. Cc only to these mailboxes - opens a Cc mailboxes field in which to select the only users whose voicemail mailboxes will gain a copy of the voicemail. When clicked on, this field displays a list of up to 10 users to choose from that can be clicked on to add them. More than one address can be entered. Result When a call gets passed into this app, the

Queue components are focused on reporting on the agents, live calls and statistics around your configured call queues. Queues: Agent List The Agent List component displays the status of all agents in a queue Video tutorial How to configure Agent List: Table View Enabling table view gives access to more fields and allows you control which fields you want to display: Option Default Description Component Name Agent List The display name of the component Call Queue (Call Queue set by user) The call queue from which the agents are returned View Card View Card View - View all the agents within the queue as their own individual cards Table View - View all the agents as a list of table elements (You control whether you want to divide the table into one or two columns) Select Columns to view Disabled (requires Table View to be enabled first) Controls which fields to display

If you use our Availability States/Profiles  and our call queues , there are two ways that you give an agent the ability to receive calls in a call queue: They need to be a member of the Natterbox group which is the call group in the call queue. They need to have an availability profile with an availability state that logs then into that group to receive calls. There are three ways that an agent might receive calls in multiple call queues: An agent is a member of multiple call queues when they make themselves 'Available' and can take calls from all these queues at the same time. An agent is a member of multiple call queues and can change between receiving calls in different queues by changing their availability state, for example: 'Available for Support Calls' An agent is a member of one call queue but it receives calls

as Client so directs,  either return to Client all Client Personal Data and copies thereof in its possession; or delete applicable Client Personal Data as soon as practicable.  4.12 Natterbox will cooperate with all valid and lawful requests by a Data Subject to exercise its rights as detailed in the GDPR or other applicable Data Protection Laws in respect of Client Personal Data and where such requests are sent directly to Natterbox rather than Client, Natterbox shall redirect the Data Subject to submit their request to Client as soon as reasonably practicable.    4.13 Notwithstanding any other provision of the Master Agreement or this Addendum, Client acknowledges and agrees that: (a) as a registered telecommunications operator, Natterbox is subject to national and international telecommunications laws and regulations that require certain Relevant Personal Data such as Client records and Call Logs to be maintained for security and regulatory purposes

Here are some common reports you can build with the Natterbox Skills Object…  Q1. How can I report on a list of users by skills?  Report type = Natterbox Users with User Skills and Skills Filter on Natterbox User: Created Date = All Time Group by  Skill: Name or Natterbox User: Name depending on how you want to see the info Add in the fields Proficiency or Proficiency Value to see the skill level. Q2. What is the average handle time of each agent by skill? Report type = Call Reporting with Requested Skills and Skill Filter on a time field, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH… Filter on From Call Type = Connected Filter on Call Direction = Inbound Group rows by Skill: Name Add a row-level formula Label = Handle Time Formula = Wrapup Duration + Time Talking Change the metric to average not max Optional: Add fields:  From Call Queue Last

Please note: Remote Assist requires the Agent to be on the phone to the 3rd party prior to starting the session. Starting a Session In order to start a session from within Salesforce, navigate to the location of the Remote Assist widget. Depending on how your business has set this up within Salesforce, this may be on a case, contact, voice call record or other Salesforce object. Once you have navigated to the location, select if you want the session to be recorded or not, then press 'Start Live Call '. Running a Session Session Start Once the session is created you will be provided with information that you can give to the 3rd party in order to help them join the session: Link = direct meeting link that can be copied and pasted and sent to them via email or another digital channel such as SMS Join by PIN URL = you

help. The Salesforce embedded Natterbox telephony platform uses multiple custom objects to control your global telephony routing and to store call data for reporting. Each custom object record costs 2KB against your data storage limit. Natterbox & Telephony Administration Each user, group, phone number and call routing policy will require at least one record in salesforce. As a very high level estimate to account for different settings records, for every user within your org, you should reserve 50KB of data storage. So an account with 50 users will need 2.5MB of data storage. Call & Phone Event Reporting Every call generates a call reporting record that contains all call information. Each record is 2KB against your data storage limit. The activity created by the user via the CTI will also be 2KB. These objects will remain in Salesforce until you delete them. If your account completed 2000 calls every day and