Spring 2023

To upgrade to the latest package and access our new features, please see How to Upgrade.

PCI Payments

Introducing a new Natterbox product, PCI Payments allows your agents to safely and securely manage payments via Freedom without being in scope of your customer’s sensitive card information.

Natterbox can now integrate with your chosen payment gateway, this means your agents no longer have to handle your customer’s card details themselves, customers can simply keypress the numbers from their device on the call and the system will automatically populate this information ready for a transaction to be processed.

The sensitive information is neither seen by your agents nor is it kept or stored on the Natterbox system, even when call recordings are in place. This data is transiently processed by our PCI compliant third party partner.

All of this is handled on a call, without any pause or interruption to the conversation, allowing agents to walk customers through the simple payment process, providing a quick and easy solution to handling payments securely.

FAQs

How will my agents take payments?

Payments are taken via our third parties payment portal, the payment flow will be tailored to your needs on the set up of the service, so your agents will simply step through a simple form and take payments whilst on a call with a customer

Who will see my customers card information?

The card details are sent in the form of dial tones from your customer's device, these tones are masked so the numbers pressed cannot be worked out and the details appear as asterisks on the agent's screen as they go through the process.

The data is neither stored nor processed by the Natterbox system, they're all transiently processed by our PCI compliant partner, this is the case even with call recording.

Can I perform refunds?

Yes, all payment workflows are customized by your business needs and refunds are possible as long as your chosen payment gateway supports it.

Are subscriptions and recurring payments supported?

Yes, standing orders are also supported provided your chosen payment gateway supports it

Do I require full Salesforce licenses for PCI Payments?

No, whilst you will require Salesforce to use PCI payments, it is possible to simply use Freedom Web to take payments outside of Salesforce with non-fully licensed users.

How do I enable PCI-Payments on my Natterbox platform?

In order you use PCI-Payments, you need to purchase the PCI module from Natterbox. Please contact your customer success manager for more information on this.

Service Cloud Voice

Natterbox has a raft of new Service Cloud Voice updates coming to the platform in Spring ‘23

Respect Agent Capacity

When agents are logged into a call queue but they’re dealing with multiple different work channels, with this feature enabled they will no longer be pestered by incoming calls if they’re actively dealing with any non-call items such as Cases or Chat.

Missed Call Notifications

Now SCV agents will be able to receive notifications for any inbound calls they have failed to answer, this plugs into the native Salesforce notification bell which allows agents to later look through their missed calls and click onto them to be taken to the Salesforce Voice Call record for any additional information before they decide to callback.

Listen Live

Supervisors are now able to both monitor agent’s live transcription as well as perform listen live calls on their agents from the Omni Supervisor board in Salesforce. Once a supervisor is connected to an agent call’s they also have the ability to talk to the agent via whisper text.

Smart Formatting

Smarter formatting is now available for SCV’s dynamic transcription. When enabling this feature it will improve general readability by applying the following formatting improvements to transcriptions :

• Punctuation
• Numerals
• Paragraphs
• Dates
• Times
• Alphanumerics

Wallboard SCV improvements

Wallboards now give a clearer indication of an SCV agent's current status by supporting presence states which are both available within Omni Channel but unavailable for calls, we’ll now correctly present these agents as being “Unavailable for voice calls”.

This also applies to Respect Agent Capacity, if an agent is in a blended channel for handling both call and non-call items and they’re currently handling a non-call item such as a Case.

FAQs

How will I access these features?

For the majority of these features you will need to update to the latest version of our Natterbox App. Find out how to do this here. The smart formatting feature for transcription which is enabled by request.

When using Respect Agent Capacity can I have my agents interrupted by calls as a priority, when working on certain channels?

If your channel has a non-0% capacity set then currently no, if you want your agents to be able to be interrupted by some channels but not others then you will need to set capacity to 0 for the channels you want to allow phone calls to interrupt.

Does Respect Agent Capacity work with Freedom Salesforce?

If your channel has a non-0% capacity set then currently no, if you want your agents to be able to be interrupted by some channels but not others then you will need to set capacity to 0 for the channels you want to allow phone calls to interrupt.

What are prerequisites to getting access to Listen In?

Just a Supervisor enabled user in Salesforce, all permissions and access is completely managed within the Salesforce configuration.

What are prerequisites to getting missed call notifications up and running?

Missed calls rely 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.

Freedom Mobile

Test Connection

The latest version of Freedom Mobile (2.10) introduces two new connection features which allow you to check the quality of your connection before making a call.

The Test My Connection button, accessible from the settings page, will perform a 30 seconds test and report back the quality of your connection. You will be able to see the quality of your connection from the helpful graphical results screen after the test has completed. If you have been requested to, you can even send the logs directly to Natterbox Support for troubleshooting.

The introduction of an Echo Line will give you the opportunity to hear exactly what the person on the other end of the line will hear by repeating exactly what you say back to you as an echo, using this line can help make sure you are in the perfect location for the all important call.

Finally the messages you receive from the platform have been revamped to include useful color coding and more clearer explanations. A list of what messages you might expect to receive can be found here

Other Freedom Mobile Updates in Spring ‘23

• Freedom Mobile now plays a beep to let you know that the offer party has hung up the call.
• Freedom Mobile has had a major update to deal with lost connections. If you lose your wireless/4G connection while on a call, the interface will alert you to the face and provide status updates as the app attempts to reestablish your call.
• Updated 'keep-alive' system to improve the robustness of the connection between Freedom Mobile and the Natterbox services.
• All timestamps in logs are now in UTC format.
• Moved the location of the 'back' button so it does not clash with the notch on some iPhone models.
• Fixed an issue whereby it was sometimes not possible to answer a call if the device had been in idle mode for some time.
• Fixed an issue where the app was sometimes slow to respond to button presses.
• Fixed an issue where calls were still being sent to the device while it was on Do Not Disturb

FAQs

What version of the App are these features available?

2.10 which is available on the App Store and Google Play Store

I got a poor score. What should I do?

Some useful information on your connection score and how to improve it can be found here

I keep getting a message saying Successfully Loaded Configuration from Salesforce when i start the App, what does that mean?

This message simply confirms we have all the information from your Salesforce instance that we need in order for you to run the App just like you were sitting at your desk on your computer.

How can I get my agents to use Freedom for Mobile?

If you're a customer who uses our CTI interface to make or receive calls in Salesforce, you either have Freedom or will be eligible to upgrade to Freedom. To find out more, please discuss with your Customer Success Manager.

Natterbox App

Dynamic Dial Lists

Updates to Dial Lists form a big part of the Natterbox App updates for Spring '23. These updates focus on improving resilience, streamlining the dial list processes and removing a number of issues that were preventing our customers from making the most of the dial list platform. The changes included in this focus around removing legacy functionality, adding limits to the processing for scalability, as well as increasing the Maximum amount of Dial Items to 2000. The core benefits being around increasing efficiency and stability within the Dynamic Dial List scheduling job as well as having a larger oversight of the calls required by the team belonging to the Dial List.

Another part of the Dial List solution that has been changed is around how Dial List Reports are handled, these were traditionally handled as part of the core Dynamic Dial List job. Now these have moved to being an hourly job that is run separately, this is to align the reporting job with other Natterbox reporting jobs such as Hourly Call Reporting and Call Queue reporting. The benefits of this are to give Administrators the flexibility to reduce storage usage as well as to control what reports are being created. This also has an added benefit of reducing the load on the Dynamic Dial List job by moving this functionality to its own dedicated hourly job.

In addition to the Dial List reports being moved to an hourly job these can now be toggled to not have these created at all for a specific Dial List. The core use case being that some Administrators may prefer to save storage space and instead use the Call Reporting object for their Reporting on Dial Lists. This same functionality of a toggle has also been applied for Dial Item Audits which are utilized as a troubleshooting tool. We have also added two new buttons to the main Dial List page to remove all existing Dial List Reports and Dial Item Audits to reduce storage space requirements.

FAQs

How do I get this update?

You will need to update to the latest version of our Natterbox App, please see How to Upgrade.

Will I notice any changes before I upgrade my package?

You won’t notice any changes until you have upgraded your package

My dynamic dial lists were taking a long time to pull in new leads from a Salesforce list view. Has this been addressed in this update?

Yes! The core focus of the changes are to streamline and improve efficiency of the Dynamic Dial list job to ensure that records are pulled through correctly to the Dial List.

Will I have to do anything to keep my dial lists running after updating my package?

No. All your current dial lists will continue to work fine.

If I disable my Dial List Reports will I still be able to report on my Dial Lists on the Call Reporting object?

Yes! These reports are entirely separate and no functionality has changed in this area.

What limits have been added?

The following limits have been added or changed:

• Maximum of 30 Active Dynamic Dial Lists
• Maximum of 2000 Dial Items - Dial Item retries will also align with this value

What legacy functionality has been removed?

The following legacy functionality was removed:

• Personal Dynamic Dial Lists - Static Personal Dial Lists remain
• First In First Out Dial List Strategy - This strategy is superseded by the List View strategy

This functionality was removed as we identified no Active Users using these types of Dial Lists on the platform.

Will my existing Dial Lists be affected?

Your existing Dial Lists will be updated to the following criteria:

• If you have any Personal Dynamic Dial Lists these will be deactivated
• If you have any FIFO Dynamic Dial Lists these will be deactivated
• All existing Dynamic Dial Lists will have Dial List Reports and Dial Item Audits toggled off by default - These will need to be manually toggled on if you wish to continue to use Dial List Reports, it is recommend to have Dial Item Audits disabled unless experiencing issues with a specific Dial List. Dial List reporting whilst existing it is often recommended to use the Call Reporting functionality that will still function even if Dial List Reports are toggled off.

If I already have over 30 Active Dynamic Dial Lists what happens?

If you already have over 30 Active Dynamic Dial Lists these will remain active but any future Dynamic Dial Lists cannot be activated until you have deactivated under the threshold. It is recommended to reduce your Dynamic Dial Lists to 30 for stability.

How do I find out more information about dial lists?

Check out our guides here.

Deactivate User

This update includes functionality to quickly deactivate a specific User, this is available on the Natterbox User directly in the form of a button or on the main Natterbox User page as a link next to the User. This functionality will remove the User from any groups they belong to, unassign their licenses and remove their Availability Profile if they have one.

FAQs

If I Deactivate a User, how do I reactivate the User?

Reactivation of the User involves configuring the user again. For example, assigning the licenses, assigning the User to groups, and adding the User back to Availability Profiles if required.

Can I use this to deactivate multiple users at once?

This feature only supports deactivating users one by one, however work is ongoing to add support for bulk deactivation of Users in a future version.

What permissions are required to ‘Deactivate’ a user?

A: The administrator permission level is required to Deactivate a User

When deactivating a user, what items are removed from the user?

Licenses, any Group memberships, and the User's availability state are removed from the user. As well as the User is set to Inactive on the Natterbox User record.

To upgrade to the latest package and access our new features, please see How to Upgrade.