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Natterbox

Getting Started

Once a Natterbox Advanced Voice Services app user has been set up, all the functionality detailed in this guide is open to them, permissions dependent. Simple users are only able to make and receive calls, and administer their own accounts. Administrative users have permissions to set up other users, as is detailed here.

To get started and become familiar with the way the app works, the following instructions show a standard simple set up for:

  • Creating a new user within the app
  • Allocating a new number to the organisation
  • Creating a routing policy to manage calls incoming to the number to be routed to the user

Tabs

The following tabs are needed to complete this process:

  • PBX Users - users of the system can be created, edited and deleted.
  • Phone Numbers - phone numbers can be allocated to the organisation account and to a specific user as a DDI.
  • Routing Policies - phone numbers can have actions attached to them in the form of a linear flow of apps, so that when a call is incoming, the system knows what actions to take and in which order.

Step-by-Step Guide

Create an Advanced Voice Services User

  • Click the PBX Users tab
    AVSAppSFPBXUsers1.png
  • To add an Advanced Voice Services user who is not a Salesforce user:
    • Click the New PBX User (external to Salesforce) button
      AVSAppSFPBXUsers5.png
    • Enter the appropriate information
      AVSAppSFPBXUsers6.png
    • Click the Save button
  • To add an Advanced Voice Services user who is a Salesforce user:
    • Click the New PBX User (from Salesforce) button
      AVSAppSFPBXUsers3.png
    • Check the check box for the required user
      AVSAppSFPBXUsers4.png
    • Click the Add Selected button

The user is created.

Full details of what can be achieved in this tab are available in PBX Users.

Allocate a Number

  • Click the Phone Numbers tab
    AVSAppSFPhoneNumbers1.png
  • Click the New Phone Number button
    AVSAppSFPhoneNumbers3.png
  • From How do you want to use this number?, select Organisational Wide (this enables it to be used in a custom Routing Policy as shown below)
    AVSAppSFPhoneNumbers4.png
  • Select the appropriate country and region, then click the List Phone numbers button
    If the appropriate Area Code is not included in the drop-down menu, click the Request New Area Code button to open a contact form which should be filled in with the requirements.
    If there are no self service numbers available for the selected Country or Area, an Information bar will include a link to contact Natterbox to order some.
  • Check the check box for the desired number and type an appropriate name in the Friendly Name field
    AVSAppSFPhoneNumbers5.png
  • Click the Get Selected Phone Numbers button

The phone number is allocated to the organisation.

Full details of what can be achieved in this tab are available in Phone Numbers.

Create the Routing Policy

  • Right click the Routing Policies tab and open in a new tab/window (this tab navigates away from the app)
    AVSAppSFRoutingPolicies1.png
Establish a New Routing Policy
  • Click New
    AVSAppSFRoutingPolicies4.png
  • Within Options
    • Set the Type as Call
      AVSAppSFGetStartedRoP1.png
    • Type in an appropriate Name
    • Click Done
Add a Number
  • Within the Builder section
    • Hover the mouse over the Start block
      AVSAppSFRoutingPolicies10.png
    • Click Add Inbound Numbers
  • Within Inbound Numbers|Configuration
    • Click Add Numbers
      AVSAppSFGetStartedRoP2.png
    • Select the required number (this is where the friendly name is useful)
      AVSAppSFGetStartedRoP3.png
    • Click Save
Add a Welcome Message
  • Within Inbound Numbers|Link
    • Click Action
      AVSAppSFGetStartedRoP4.png
  • Within Action|Apps
    • Click Speak
      AVSAppSFGetStartedRoP5.png
  • Within Speak|Configuration
    • Type a welcome message or phrase
      AVSAppSFGetStartedRoP6.png
Connect the Call
  • Within the Builder section
    • Click on the Action block header
      AVSAppSFGetStartedRoP7.png
  • Within Action|Apps
    • Click Connect a Call
      AVSAppSFGetStartedRoP8.png
  • Within Connect A Call|Configuration|Connect
    • Change Action to User
      AVSAppSFGetStartedRoP9.png
    • Select the required user
Send the Call to Voicemail
  • Within the Builder section
    • Click on the Action block header
      AVSAppSFGetStartedRoP10.png
  • Within Action|Apps
    • Click Connect a Call
      AVSAppSFGetStartedRoP8.png
  • Within Connect A Call|Link
    • Click Finish
      AVSAppSFGetStartedRoP11.png
  • Within Finish|Apps
    • Click Voice Mail
      AVSAppSFGetStartedRoP12.png
  • Within Voicemail|Configuration
    • Within Leave voicemail for select User
      AVSAppSFGetStartedRoP13.png
    • Within User select the required user
Save the Routing Policy
  • Within the Builder section
    • Click onto the white background
    • Click Save in the top right corner
      AVSAppSFGetStartedRoP14.png

When the number is rung, the call follows the saved routing policy (as shown below) to make sure the caller is played a welcome message, then the user's phone rings, and if it is not answered, voicemail is activated.

AVSAppSFGetStartedRoP15.png

Full details of what can be achieved in this tab are available in Routing Policies.

Receiving Calls

After the steps above have been followed, the new user can log in to the app and the webphone is automatically available to them. This is the default end point for the user to receive a call.

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