The guides on the knowledgebase are based on the most updated Natterbox packages, please see the How to Upgrade page for our latest version.
Note: Natterbox Call Center package should be installed for all users, whereas Natterbox should be installed for admins only. Please see above link for detailed instructions.
Where to start with Natterbox as an Administrator:
There are four places that org wide changes can be made to the Natterbox configuration:
Here are a few other places that are useful for managing Natterbox:
Natterbox 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.
Natterbox Groups - users can be organised into groups which is how they can receive calls. Groups are added to call queues, hunt groups or connect a call apps in routing policies so calls can be routed to the right agents.
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.
Typical Natterbox Admin Tasks
On-boarding new Natterbox Users
Off-boarding Natterbox Users (if you aren’t utilising ‘Auto Deactivate Users’)
Administrating Availability States or Presence States
Managing Natterbox Phone Numbers
Updating Wrap-Up codes or Call Resolutions (sometimes called Call Dispositions)
Creating Natterbox Reports, Dashboards and Wallboards
Administrating the Natterbox Routing Policies
Updating national holidays and working hours
Improving Natterbox Routing Policies based on business requirements
Creating and improving Natterbox AI Prompts
Triaging internal Natterbox requests
Technical Prerequisites
Here is the document with Natterbox's Technical Prerequisites
End User Trainings
Here are our End User guides for the different interfaces.