--- title: "'How To' Admin Guides" slug: "how-to-admin-guides" type: "index" canonical: "docs.natterbox.com/how-to-admin-guides" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt > Use this file to discover all available pages before exploring further. # 'How To' Admin Guides 53 articles ## [How to reassign a Yealink Desk Phone](https://docs.natterbox.com/docs/reassigning-a-yealink-desk-phone.md) Published on 2026-09-23 This guide explains how to reassign a physical Yealink desk phone from one user to another within your Natterbox setup in Salesforce. It is intended for administrators who manage hardware assignments... ## [How to report on failed transfers](https://docs.natterbox.com/docs/how-to-report-on-failed-transfers.md) Published on 2026-04-30 Call reporting records are created for every call that enters the Natterbox phone system but when a transfer fails to connect to the recipient, there is no call reporting record for the failed... ## [How to configure Web to Lead Calling](https://docs.natterbox.com/docs/how-to-configure-web-2-lead-calling.md) Updated on 2026-05-06 | Published on 2026-02-23 This guide is intended for advanced Salesforce admins . For Salesforce education, contact Salesforce directly or use trailheads for specific knowledge. Disclaimer: Web-to-Lead and Flow Builder are... ## [How to configure call recording and compliance announcements](https://docs.natterbox.com/docs/how-to-configure-call-recording-and-compliance-announcements.md) Updated on 2026-01-29 | Published on 2026-01-15 This guide walks administrators through the essential steps of configuring call recording within a Natterbox Policy. You will learn how to enable the recording feature and insert a "Speak" component... ## [How to enable additional audio output (Speakers)](https://docs.natterbox.com/docs/how-to-enable-additional-audio-output-speakers.md) Published on 2026-01-13 This configuration allows incoming calls to ring on both your headset and a secondary device, such as your computer speakers. This ensures you hear every notification, even when you aren't wearing... ## [How to configure direct record owner routing](https://docs.natterbox.com/docs/how-to-configure-direct-record-owner-routing.md) Updated on 2026-02-03 | Published on 2026-01-09 This guide is intended for advanced Natterbox admins. Further customisations of this solution might not be supported. Direct Record Owner Routing allows you to dynamically route an inbound call to the... ## [How to add Call Reporting fields to the Task](https://docs.natterbox.com/docs/process-documentation-template.md) Updated on 2026-07-22 | Published on 2026-07-22 If you want to add a field from the Call Reporting record to the associate Task, you can add a formula field to achieve this. The following is an example of pulling the Call Direction field onto the... ## [How to Report on the Record that was Click-2-Dialled](https://docs.natterbox.com/docs/how-to-report-on-the-record-that-was-click-2-dialled.md) Updated on 2026-07-23 | Published on 2025-10-26 If you want to report on the record that users click-2-dialled, you can customise the outbound routing policy to achieve this. This example is going focus on the opportunity but it can be for any... ## [How to configure an automated message](https://docs.natterbox.com/docs/how-to-configure-an-automated-message.md) Updated on 2025-09-01 | Published on 2025-09-01 This example goes through messaging a lead once it has been created with a certain lead source. Navigate to Salesforce Setup Search for ‘Flows’ in the ‘Quick Find’. Click ‘New Flow’ and choose... ## [How to count how many calls per record](https://docs.natterbox.com/docs/how-to-count-how-many-calls-per-record.md) Updated on 2025-07-15 | Published on 2025-07-15 If you want to count how many calls per lead, opportunity, contact, account, etc… this guide will help you achieve that. Common use cases include: How many calls for a case to be resolved How many... ## [How to enable Natterbox Wallboards on Command Center](https://docs.natterbox.com/docs/how-to-enable-wallboards-for-omni-supervisor.md) Updated on 2026-07-07 | Published on 2025-07-21 This can be used to add any page to Command Center for Service (used to be called Omni-Supervisor), however this guide will focus on adding a Natterbox Wallboard or a Salesforce report. This requires... ## [How to have a different call paths for users in a certain group](https://docs.natterbox.com/docs/how-to-have-a-different-call-paths-for-users-in-a-certain-group.md) Published on 2025-07-11 This guide will focus on configuring different call paths for users in a certain group for outbound calls. The example is going to use only recording calls in the Support group but this can be... ## [How to associate the case on an outbound call](https://docs.natterbox.com/docs/how-to-associate-the-case-on-an-outbound-call.md) Published on 2025-07-11 This guide is focusing on when the case owner will be the one making an outbound call and any user will only be the case owner of one case that is ‘In progress’ at any one time. A variation of this... ## [How to enable one sided call recordings](https://docs.natterbox.com/docs/how-to-enable-one-sided-call-recordings.md) Updated on 2026-08-03 | Published on 2025-03-04 This guide will walk you through the steps you need to take to record only your Agent’s leg of the conversation. There are a few ways to enable one-sided call recordings: 1) you can ask Natterbox... ## [How to Configure the Natterbox Webphone Helper (Chrome)](https://docs.natterbox.com/docs/how-to-configure-the-natterbox-webphone-helper-chrome.md) Updated on 2026-09-24 | Published on 2024-09-17 The Natterbox Webphone Helper is a Google Chrome extension that alerts you to incoming calls and lets you Click to Dial any phone number shown on a webpage. This guide explains how to install, enable... ## [How to use an extension hook](https://docs.natterbox.com/docs/how-to-use-an-extension-hook.md) Updated on 2025-06-02 | Published on 2024-01-19 An extension hook can be a valuable tool for directing calls to different parts of your routing policy. We highly recommend using numbers above 3000, as many of the numbers below are already assigned... ## [How to configure an agent to receive calls in multiple call queues](https://docs.natterbox.com/docs/how-to-configure-an-agent-to-receive-calls-in-multiple-call-queues.md) Updated on 2026-09-10 | Published on 2023-05-05 If you use our Availability States/Profiles and our call queues , there are two ways that you give an agent the ability to receive calls in a call queue: They need to be a member of the Natterbox... ## [How to transfer into a call queue?](https://docs.natterbox.com/docs/how-to-transfer-into-a-call-queue.md) Updated on 2023-05-09 | Published on 2023-05-09 This solution addresses the following circumstances: If an agent is transferring to an externally exposed phone number (business phone line, DDI line, etc..), this will incur call charges. Using... ## [How to set up a post call survey (CSAT)](https://docs.natterbox.com/docs/how-to-set-up-a-post-call-survey.md) Updated on 2026-01-26 | Published on 2023-05-12 A switchboard container with a switch item app can be used to ask a caller questions, these can form a post call survey. This could also be used for a NPS , CSAT or post call feedback. You can choose... ## [How to configure CSAT or NPS with LUA](https://docs.natterbox.com/docs/how-to-configure-csat-policy-with-lua.md) Updated on 2026-02-03 | Published on 2026-01-26 This guide is intended for advanced Natterbox admins. Further customisations of this solution might not be supported. Overview While standard IVR components are limited to single-digit (1–9) inputs,... ## [How to enable reports for objects in the Natterbox App](https://docs.natterbox.com/docs/how-to-enable-reports-for-objects-in-the-natterbox-app.md) Updated on 2026-09-10 | Published on 2023-06-01 When upgrading to Natterbox App v1.169 or above, reports need to be enabled in Salesforce Setup for the objects Natterbox User. If unsure how to do this, follow instructions showing a step by step... ## [How to request call recording deletions](https://docs.natterbox.com/docs/how-to-request-call-recording-deletion.md) Updated on 2026-09-10 | Published on 2023-06-08 This guide will explain how to request the deletion of call recordings. Recording calls is optional and dependent on your licenses and routing policies Step 1: Identify the Calls to be Deleted The key... ## [How to set up an S3 Bucket](https://docs.natterbox.com/docs/how-to-set-up-an-s3-bucket.md) Updated on 2024-03-12 | Published on 2024-03-12 Amazon S3 bucket integration allows you to store and control your own call recordings made from calls routing through Natterbox systems. The bucket must be set up using a cross-account access setup to... ## [How to use custom hold music](https://docs.natterbox.com/docs/using-custom-hold-music.md) Updated on 2026-08-24 | Published on 2023-01-13 In order to play custom hold music without service, a custom file needs to be uploaded to a cloud Shoutcast server, then configured in the system. The Shoutcast Server Shoutcast can be manually... ## [How to configure a picklist or text area in the CTI](https://docs.natterbox.com/docs/how-to-configure-a-picklist-or-text-area-in-the-cti.md) Updated on 2025-06-03 | Published on 2023-08-30 New fields can be added to the CTI if required. The following steps describe how to add a picklist and/or a text area. In Salesforce Setup, add a new field. In Call Center Configuration, add the same... ## [How to report on DDI calls missed by users](https://docs.natterbox.com/docs/reporting-on-missed-ddi-calls.md) Updated on 2025-01-30 | Published on 2024-03-08 This is just for DDI calls - meaning just phone numbers assigned as DDIs to users from the Phone Numbers tab . All phone numbers that are DDIs will route through the DDI Calls policy. If a call does... ## [How to Integrate Natterbox with Omni-Channel](https://docs.natterbox.com/docs/how-to-integrate-natterbox-with-omni-channel.md) Updated on 2025-11-20 | Published on 2023-09-05 This guide is for Salesforce Administrators to set up the Natterbox integration with Salesforce Omni-Channel and enable your agents to be able to use it. Natterbox's Omni-Channel integration has been... ## [How to Reauthorise your Data Connector with Natterbox](https://docs.natterbox.com/docs/reauthorizing-your-data-connector-with-natterbox.md) Updated on 2026-04-10 | Published on 2024-02-01 A Natterbox support agent may inform you that there is an issue with your Data Connector or an API User. Note: Please be aware that a deauthorized Data Connector may lead to service failures such as... ## [How to Report on the CLI Number for Outbound Calls](https://docs.natterbox.com/docs/how-to-report-on-the-cli-number-for-outbound-calls.md) Updated on 2025-03-20 | Published on 2024-02-05 Note: this guide requires you to be on Natterbox AVS version 1.35 or higher Outbound calls do not by default log the Caller-Line-Identity (CLI) Number on the Call reporting record. This would be the... ## [How to Only Show Contacts that are Active in the CTI](https://docs.natterbox.com/docs/how-to-configure-qlm-to-not-show-inactive-contacts.md) Published on 2024-07-29 This guide will help you configure the Query Label Map for the Natterbox Call Center Configuration that will help you show only active contacts on the CTI. Prerequisites: A Custom Checkbox field under... ## [How to report on External Caller Id Number Assigned to a NB user](https://docs.natterbox.com/docs/how-to-report-on-external-caller-id-number-assigned-to-a-nb-user.md) Published on 2024-08-20 This guide will help you configure a new report type to pull a list of assigned “External Caller ID Numbers” and which Natterbox user they are assigned to. Navigate to Salesforce Setup and search for... ## [How to setup a yealink purchased elsewhere](https://docs.natterbox.com/docs/setup-yealink-purchased-elsewhere.md) Updated on 2025-01-30 | Published on 2024-02-27 In this guide, we will discuss how to set up a Yealink desk phone that was not acquired from Natterbox. Keep in mind that any device bought from Natterbox will already be set up for you, and all you... ## [How to Update Case Owner with the User that Answers the Call](https://docs.natterbox.com/docs/how-to-update-case-owner-with-the-user-that-answers-the-call.md) Updated on 2025-05-14 | Published on 2024-10-16 If you wish to update the case owner to reflect the user who answered the call within the call queue, it is necessary to utilize the Data Analytics policy. This policy facilitates the updating of... ## [How to Send a SMS for Missed Calls](https://docs.natterbox.com/docs/how-to-send-a-sms-for-missed-calls.md) Updated on 2024-11-21 | Published on 2024-11-21 This is for the use case where you are ringing someone for a long period of time (for example a Connect a Call App with a ring time of 900 seconds) and want to send a SMS when the person hangs up... ## [How to Update Holiday Rules](https://docs.natterbox.com/docs/how-to-update-holiday-rules.md) Updated on 2025-11-18 | Published on 2024-12-13 These are the instructions for updating your holiday rules if you are managing them in the Natterbox Routing Policies . We recommend that you update your holidays for the entire year at the beginning... ## [How to Populate the Owner as the CreatedBy User on Tasks](https://docs.natterbox.com/docs/how-to-populate-the-owner-as-the-createdby-user-on-tasks.md) Updated on 2026-05-22 | Published on 2025-09-18 Due to recent Salesforce security updates, the user listed in the 'Created By' field for Tasks created after a Natterbox call is changing. The 'Created By' will now instead be associated with the API... ## [How to restrict specified caller numbers](https://docs.natterbox.com/docs/how-to-restrict-specified-caller-numbers.md) Updated on 2025-06-11 | Published on 2025-06-11 This guide is designed to restrict the caller number and send them down a separate path in the policy. In this example, people calling from numbers beginning with 01,02 or 03 will be restricted. We... ## [Custom Time Metric for Call Reporting](https://docs.natterbox.com/docs/custom-time-metric-for-call-reporting.md) Published on 2025-11-12 These guides are intended for advanced Natterbox admins. The solutions involves scripts and is not an out-the-box solution. This guide will give you the ability to report on the time taken for certain... ## [How do I add the CTI to a lightning app (in the utility bar)](https://docs.natterbox.com/docs/how-do-i-add-the-cti-to-a-lightning-app-in-the-utility-bar.md) Published on 2025-11-18 The Natterbox CTI automatically comes added to the Natterbox AVS Lightning App. If you would like this added to any Standard or Custom Apps, you will need to add this to the App’s Utility bar.... ## [How to set a default voice for Text-To-Speech (TTS)](https://docs.natterbox.com/docs/how-to-set-a-default-voice-for-text-to-speech-tts.md) Published on 2025-11-18 Allow you to choose which voice your customers will hear during text to speech playback. You can set a default voice per policy or use the Account Settings default. REQUIRED Editions, Packages &... ## [How can I remove the IVR and route direct to a group](https://docs.natterbox.com/docs/how-can-i-remove-the-ivr-and-route-direct-to-a-group.md) Published on 2025-11-18 This guide describes how to remove an IVR/Switchboard, and route calls directly to a group. REQUIRED Editions, Packages & Licenses Available in: Salesforce Lightning Experience Salesforce Permissions... ## [How can I customize the voicemail message In a Call Flow](https://docs.natterbox.com/docs/how-can-i-customize-the-voicemail-message-in-a-call-flow.md) Published on 2025-11-18 This guide details how you can update and personalize your voicemail message for specific call flows. Search and click on Routing Policies in the App Launcher. Click on the Routing Policy that you... ## [How do I pass calls between policies ?](https://docs.natterbox.com/docs/how-do-i-pass-calls-between-policies.md) Published on 2025-11-18 REQUIRED Editions, Packages & Licenses Available in: Salesforce Lightning Experience Salesforce Permissions needed: NBVC Administrator Permissionset Natterbox Call Centre 1.57 and Natterbox Admin... ## [How do I personalise inbound routing to say good morning or good afternoon?](https://docs.natterbox.com/docs/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon.md) Published on 2025-11-18 REQUIRED Editions, Packages & Licenses Available in: Salesforce Lightning Experience Salesforce Permissions needed: NBVC Administrator PermissionSet Natterbox Call Centre 1.57 and Natterbox Admin... ## [How to install the Natterbox Freedom Oauth app](https://docs.natterbox.com/docs/install-natterbox-freedom-oauth-app.md) Updated on 2026-03-13 | Published on 2025-12-03 Why install the Natterbox Freedom Oauth app? Starting in September 2025, Salesforce restricted the use of uninstalled Connected Apps to improve security, requiring that all OAuth-enabled apps be... ## [How to Remove a User's Natterbox Licence - if they cannot be removed from groups](https://docs.natterbox.com/docs/kb-article-remove-user-licence-when-cannot-be-removed-from-groups.md) Published on 2026-08-28 Issue You are unable to remove a user from a specific group, which in turn prevents the associated user licence from being freed up. This issue can be observed when attempting to remove both active... ## [How to report on a 3-way call that wasn't completed](https://docs.natterbox.com/docs/how-to-report-on-a-3-way-call-that-wasn-t-completed.md) Updated on 2026-07-01 | Published on 2026-06-17 When an agent initiates an attended transfer or conference call but the transfer doesn't complete (the three parties are merged but the agent never drops off), the third Call Reporting record that... ## [How to configure direct extension dialling for users and groups](https://docs.natterbox.com/docs/how-to-configure-direct-extension-dialling-for-users-and-groups.md) Updated on 2026-06-18 | Published on 2026-06-18 This guide explains how to build a routing policy that allows callers to dial a known user or group extension directly. The policy plays a prompt, captures the caller's input, validates it against... ## [How to export Natterbox data](https://docs.natterbox.com/docs/how-to-export-natterbox-data.md) Updated on 2026-07-09 | Published on 2026-07-03 Natterbox allows you to export bulk data, enabling you to manage and process your call, text, and recording data externally. Because every business has unique requirements, exports are handled on a... ## [How to Enable Additional Call Reporting Fields in Salesforce Global Search Results](https://docs.natterbox.com/docs/how-to-enable-additional-call-reporting-fields-in-salesforce-global-search.md) Updated on 2026-07-28 | Published on 2026-07-06 While Salesforce Global Search successfully retrieves Call Reporting records when searching for phone numbers or UUIDs, the returned search results usually only display record names. This differs from... ## [How to Update Every Digital Message](https://docs.natterbox.com/docs/how-to-update-every-digital-message.md) Published on 2026-07-09 The Update Message app lets you automatically change the content of every outbound digital message before it is sent, without relying on agents to add text manually. This guide explains how to use the... ## [How to Resolve Case Assignment Issues In Routing Policies](https://docs.natterbox.com/docs/how-to-resolve-case-assignment-issues-in-routing-policies.md) Published on 2026-08-03 Introduction You might notice that newly created cases, that use update-a-record component, are assigned to the NATTERBOX integration user instead of the answering agent. You can correct this... ## [How To Provide Access To Call Recordings For Users With Basic Permissions via Custom permissions](https://docs.natterbox.com/docs/how-to-provide-access-to-call-recordings-for-users-with-basic-permissions.md) Published on 2026-09-09 Introduction: This article explains how you can provide access to call recordings of all other users for a user with Basic level permissions in Natterbox. Prerequisites (Permissions & Licences) Before...