This guide brings together the most effective self-help checks for everyday Natterbox issues, so you can get back up and running quickly before raising a support case. Work through the general checks first, then jump to the section that matches your symptom.
Start here: the five quick checks
Most day-to-day problems are resolved by one of these steps. Try them in order before moving on to a specific symptom below.
Refresh your browser page. The Natterbox CTI receives your Salesforce session when the page loads, so a refresh clears many session-related glitches.
Log out of Salesforce completely, close all browser tabs, then log back in. This re-establishes a fresh connection.
Check that you only have one browser tab open running the Natterbox CTI. Duplicate tabs can cause conflicts and connection errors.
Confirm your internet connection is stable. A weak or dropping connection affects both call quality and call logging (check your network stability using this guide).
Clear your browser cache and cookies, then log in again. Stale cached data is a common cause of loading and display problems.
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Tip: Testing in an Incognito or Private browser window rules out browser extensions and local caching as the cause. If the problem disappears in Incognito mode, an extension or cached data is likely to blame.
When to contact your administrator or Support
Some issues can only be fixed by someone with administrator access. Contact your internal Salesforce Administrator when the problem relates to licences, permission sets, field access, or device assignment. Contact Natterbox Support when the self-help checks and your administrator have not resolved the issue.
Information to gather before raising a case
Providing these details up front helps Support resolve your issue faster:
The exact wording of any error message (preferably a screenshot or screen recording)
The date/ time the issue occurred and the name of the user
Your Salesforce Username and Org ID.
Whether the issue affects only you or several users.
The steps you have already tried from this guide.
End User FAQs
Can I use both Freedom and SCV in conjunction?
No, the two operate on different Salesforce APIs and are not compatible, calls are all managed via the Omni-Channel UI on Service Cloud Voice. You can either be a SCV user or a Freedom user.
Can I blend my work channels with SCV?
Yes, you can configure Omni-Channel presence statuses that can mark agents available for both voice call and non-voice call items such as cases.
What languages does the dynamic transcription support?
You choose from the following languages and dialects for dynamic transcription, see here.
Is there whisper text or call popping available?
As calls are represented as Omni-Channel work items, the information agents see is stored within the confines of that work item, but it is possible to load extra data into Voice Call object and pull it through to the work item allowing for critical info to reach your agents before taking calls. Share this guide with your administrator to get whisper text set up with SCV and this one for whisper text with Freedom.