15.2. Types of Natterbox Call Center Configuration

Types of Natterbox Call Center Configuration

With Natterbox, you can have several types of Natterbox Call Center Configurations (NCCC):

1. Organisation-wide NCCC - This type of configuration will be used to provide settings for all user’s CTIs unless they have a Profile or User NCCC that matches their Salesforce user. This is usually configured by the deployment team when setting up the account. More can be found about it here.

2. Profile NCCC - This type of configuration will be used to provide CTI settings for all users which are on a specific Salesforce profile and don’t have an User NCCC that matches their Salesforce user.

3. User NCCC - This configuration will provide CTI settings for one user specifically.

To further clarify, an User configuration will overrule a profile and organisation wide configuration. A profile configuration will be overruled by a user configuration and it will overrule the organisation configuration. The Organisation-wide configuration would get overruled by both profile and user configuration.

This can be used in different scenarios in different ways. For example if you have a team of agents that wants to use specific wrap ups, you can create a profile configuration for them as long as they are on the same Salesforce profile. This would also allow you to have different wrap up conditions for different groups, or automatically query different records and return different values from the records to push on the agent’s CTI by using the Query Label map.