7. Account Settings Tab

This is a tab found within the Natterbox Lighting app called Account Settings or you can search for it in the app launcher: It can only be accessed by users with Natterbox administrative permissions and it  holds settings for the organization, for example, selecting hold music to play when a caller is put on hold, how many records should be displayed in a standard list, and configuration for Availability, Skills and Sounds.

Editing Account Settings

Click the Edit button to open the page for editing. When opened for editing, the page that opens holds both Settings and UI Settings.

Settings

Click edit to make org wide changes to:

• Hold Music

• Time Zone

• Present Caller Id

• External Caller Id Number
  
  Please note: If there is no Caller Line Identity configured for the account, a notification is displayed on the Admin Home page to prompt for one to be configured. This is important to make sure that outbound calls are not set as unknown or anonymous. Before it can be configured, at least one organization wide number must be acquired from the Phone Numbers tab. Once a number has been acquired, it can be set as the External Caller Id Number as described below, in To Edit Account Settings.
  
  

• Country

• Voice

• Track CTI Device for New Users

Please note: these values can still be changed on a per policy or per agent basis.

UI Settings

List Page Size - The number of records that are displayed by default for all users in the organization, select a number from the preset options in the dropdown list. The options are:

• 100

• 250

• 500

• 1000

• 2000

Record Access Settings:

• If this is checked, the default setting for all users in the organization is that they can access their own recordings. If it is unchecked, they cannot.

• Settings for specific users and groups to access voicemails contrary to this setting can be made in the Recording Access page in the admin home tab.
  
  

Call Reporting Settings:

This section defines which Salesforce objects the Call Reporting scheduled job can look up (or in the case of skills, associate with AVS information). Options are:

• Enable Contact Lookup

• Enable Lead Lookup

• Enable Account Lookup

• Enable Skills Reporting
  
  

Service Cloud Voice Settings:

These settings are only relevant to organizations using Service Cloud Voice.

Insight Settings:

These settings are only relevant if you are using the {{glossary.Insight}} product and will be enabled during deployment by our team.

• Enable All Insight Categories

• Enable End User Access All Insights

• Control by Recording Access

CTI Settings

Track CTI Device for New Users - If enabled this will disable all other devices in the device to call from list (in user settings) other than that selected in the CTI

Enable Enhanced Wrap-Up - Auto Enabled from v1.288 and above, this setting provides access to the Enhanced Wrap-Up features

Show Number Label in My Caller ID - Available from 1.289, if enabled, this will show the number label (input from the phone numbers tab) in the My Caller ID drop-down in the CTI to make number selection easier for your agents.

Optimized Transfer - enabling this setting will place the caller on hold as soon as the transfer button is pressed in the CTI, leaving this disabled will place the caller on hold only when the transfer is initiated.

General Settings

These are usually feature toggles that you can turn on and off to enable/disable different features on the Natterbox platform

• Auto Deactivate Users

• Permissions Level management via Salesforce

Availability Profiles:

• Add Profile

• View/Edit existing Profiles

For further information around setting availability profiles and states please refer to that chapter.

• Skills: New skills can be created and assigned here for use in the policies.

  • New Skills

  • View/Edit existing Skills
    
    

• Sounds: Here you can upload sound files to be used in your policy.

  • Add Sound

  • Refresh

  • View/Edit existing Sounds