15.3 How to Clone an Natterbox Call Center Configuration

Cloning a configuration can be a valuable tool in situations where you want to apply customized settings for CTI features to a specific group of users. For instance, you can clone your Organization-wide NCCC and assign it to your Sales team, allowing you to provide tailored wrap-up codes, wrap-up conditions, and object lookup queries through the query label map.

If you are interested in cloning an NCCC, please follow the steps below:

1. Navigate to the Natterbox Call Center Configuration tab:
   
   
   
   

2. While in the list view, please click “Edit” next to the configuration you would like to clone:
   
   
   
   

3. On the new screen, please press “Clone”:
   
   
   

4. On the next screen, you will have the option to select the location for the configuration. There are 3 types of configurations:

• Organisation - You can have only one organisation configuration.

• Profile - Based on the Salesforce profile of the user.

• User - Based on the Salesforce user of the user.

You can find out more about these by following on this guide.

5. Once you have selected the location type, you would also have to specify either the profile or the user to which you will assign this configuration and click “ Add Record “. In the above scenario I’ve cloned the configuration to match the custom Sales agent profile :

6. With the configuration cloned, you can now proceed to adjust the sections of the Natterbox Call Center Configuration.
   
   Please note: it is not recommended to make any modifications to the configuration prior to completing the cloning process or during the cloning processNatterbox Call Center package

If you are experiencing any issues with the cloning process, please reach out to our support team and we will be happy to assist you.