2. Freedom CTI

Freedom is our newest interface and is available as a CTI within Salesforce lightning, on the web as a standalone phone and a mobile. Freedom is not compatible with classic. This chapter is how to use the interface within Salesforce. 

Video tutorial

Getting Started

When you log in to Salesforce, Freedom will automatically open up the Home screen in the bottom left corner of your Salesforce window:

1. To make and receive calls, you’ll need to click Launch Natterbox Webphone in the bottom right corner

This will open up the following window:

You can minimise this window to keep it out of the way, though just make sure you don’t close it or you won’t be able to make or receive calls!

2. This popout function enables you to move Freedom to wherever you want on the screen.

3. View Call Logs is a short cut to the Menu item of the same name.

4. The Search bar allows you to search and click-to-dial Salesforce Contacts and Accounts as well as internal users and groups / teams. This feature is also available from the Menu bar.

5. When this icon has a red dot above it like this: it means the webphone needs to be launched to allow you to make and receive calls. This can be done by clicking the icon or by clicking Launch Natterbox Webphone in the bottom right corner.
If the icon is solid grey:then your webphone is already launched and you’ll be able to make and receive calls.

6. The alerts icon will show you how many missed calls you have.

7. This icon takes you directly to Settings (same function as clicking Settings in the Menu bar)

8. Clicking the Menu bar brings up the following options:

Webphone Microphone & Headset Selection

Note: we recommend manually selecting the microphone and/or headset from the dropdown menu rather than just allowing the browser default. 

This can be done via the webphone as seen on this image:

However, there is an alternative method for admins via the browser. Here is how to configure this for a chrome browser:

• First go to the browser Settings > Privacy & Security > Site settings
• Scroll down and click on microphone
  
  
  
  
•  At the top of that page is dropdown for microphone selection

Further information

• For more information on how to use the Menu bar, read the Freedom CTI Menu guide next.
• For a quick guide please follow this link: Freedom for Salesforce Quick Guide .pdf
• For an interactive course on how to use our CTI, please see the LMS courses via the NDE. 

Customisable options that may or may not be activated by your administrator:

• Availability states, quick case, record pause/resume, custom text field and picklists.