How to complete a Sandbox Refresh or Create with Natterbox

Please note: this requires version 1.270 or greater for the Natterbox app.

Whether you are creating a new sandbox or refreshing an existing one, Natterbox allows you to, at a click of a button, remove all Natterbox dependancies which would affect the new instance and update the links between your new Sandbox and the Natterbox servers. Please read the FAQ section at the bottom of this guide for more information on how the Sandbox refresh support works.

Creating a New Sandbox

1. Follow the Salesforce process for creating a new sandbox here

2. Natterbox recommends creating a sandbox template and removing the following objects from the template

   AvailabilityLog__c	AvailabilityProfile__c	AvailabilityProfileState__c
   AvailabilityProfileStateGroup__c	Call_Queue__c	Call_Queue_Log__c
   CallEvent__c	CallFlow__c	CallLog__c
   Dial_List_Retry__c	DialItem__c	DialItemAudit__c
   DialItemCompleted__c	DialList__c	DialListAdministrator__c
   DialListReport__c	DialListTargetGroup__c	DialListTargetUser__c
   ErrorLog__c	EventLog__c	FilterView__c
   Group__c	GroupAdministrator__c	GroupMember__c
   Hourly_Call_Reporting__c	Individual_Recording_Access__c	Insight_Category__c
   Insight_Category_Configuration__c	Insight_Conversation__c	Insight_Note__c
   Insight_Rating__c	Insight_User_View__c	Insights__c
   Insights_Failure__c	Insights_Notes__c	LiveCallStatus__c
   Phone_Event__c	PhoneNumber__c	Preset__c
   PrivateLog__c	RecordingAccess__c	RegisteredNumber__c
   Requested_Skill__c	SecurePayForm__c	SecurePayment__c
   ServicePresenceGroupUnsyncedUser__c	Skill__c	Sound__c
   TempTask__c	User__c	User_Skill__c
   User_Template__c	User_Template_Status__c	UserPolicy__c
   UserRingTarget__c	UserSettings__c	UserVoicemail__c

   Note: It is not mandatory to remove these objects from your sandbox template, however leaving this data in the new sandbox may cause issues later on when using it with Natterbox

   
   

3. Once your sandbox has been created navigate to the admin home tab of Natterbox

   
   

   
   

4. In the scheduled jobs section click on the Start Job button next to Reset Sandbox Job (This job is only available in Sandbox instances)

   

   
   
   
   
   
   
   
   
   
   
   
   
   

5. Natterbox will now delete all data in the following objects and will reset your connection to the Natterbox servers

   AvailabilityProfileState__c

   AvailabilityProfile__c

   CallFlow__c

   Device__c

   UserPolicy__c

   Group__c

   User__c

   Sound__c

6. Once the job has run when you try to access a Natterbox page you will be presented with the opportunity to enter a new Activation Token - you can get this token and oAuth e-mail (which you will use in the next step) by raising a case with the customer support team.
   

   

   
   
   
   
   
   
   
   
   
   
   
   
   
   

7. Once you have added the activation token you can click the link oauth link in the e-mail sent from Natterbox.

   
   

   
   

8.  Now your Natterbox installation is ready to use in your Sandbox.

Refreshing a Sandbox

1. Before refreshing the sandbox it is important that you delete all users from the Natterbox Users tab. If you do not do this you will not be able to add the same users back in to the refreshed sandbox.

2. Follow the Salesforce process for refreshing a sandbox here

3. If you have used a sandbox template which has the below objects removed you do not need to take any further action, if you have not used a sandbox template Natterbox recommends removing all data from these object before continuing.

   AvailabilityLog__c	AvailabilityProfile__c	AvailabilityProfileState__c
   AvailabilityProfileStateGroup__c	Call_Queue__c	Call_Queue_Log__c
   CallEvent__c	CallFlow__c	CallLog__c
   Dial_List_Retry__c	DialItem__c	DialItemAudit__c
   DialItemCompleted__c	DialList__c	DialListAdministrator__c
   DialListReport__c	DialListTargetGroup__c	DialListTargetUser__c
   ErrorLog__c	EventLog__c	FilterView__c
   Group__c	GroupAdministrator__c	GroupMember__c
   Hourly_Call_Reporting__c	Individual_Recording_Access__c	Insight_Category__c
   Insight_Category_Configuration__c	Insight_Conversation__c	Insight_Note__c
   Insight_Rating__c	Insight_User_View__c	Insights__c
   Insights_Failure__c	Insights_Notes__c	LiveCallStatus__c
   Phone_Event__c	PhoneNumber__c	Preset__c
   PrivateLog__c	RecordingAccess__c	RegisteredNumber__c
   Requested_Skill__c	SecurePayForm__c	SecurePayment__c
   ServicePresenceGroupUnsyncedUser__c	Skill__c	Sound__c
   TempTask__c	User__c	User_Skill__c
   User_Template__c	User_Template_Status__c	UserPolicy__c
   UserRingTarget__c	UserSettings__c	UserVoicemail__c

   
   Note: It is not mandatory to remove these objects from your sandbox template, however leaving this data in the new sandbox may cause issues later on when using it with Natterbox
   

4. Once your sandbox has been refreshed navigate to the admin home tab of Natterbox

   
   

   
   

5. In the scheduled jobs section click on the Start Job button next to Reset Sandbox Job (This job is only available in Sandbox instances)
   

   

   
   
   
   
   
   
   
   
   
   
   
   
   

6. Natterbox will now delete all data in the following objects and will reset your connection to the Natterbox servers

   AvailabilityProfileState__c

   AvailabilityProfile__c

   CallFlow__c

   Device__c

   UserPolicy__c

   Group__c

   User__c

   Sound__c

7. Once the job has run when you try to access a Natterbox page you will be presented with the opportunity to enter a new Activation Token - you can get this token and oAuth e-mail (which you will use in the next step) by raising a case with the customer support team.
   

   

   
   
   
   
   
   
   
   
   
   
   
   
   

8. Once you have added the activation token you can click the link oauth link in the e-mail sent from Natterbox.

   
   

   
   

9.  Now your Natterbox installation is ready to use in your Sandbox.

FAQs

Do I lose all of my metadata when carrying out the steps above?

Unfortunately yes, the steps above removes all metadata, it will be just like a fresh install of Natterbox. You are able to restore some objects through Data Loader and you can restore routing policies by following this guide

Why do I have to enter a new Activation Token and oAuth connector?

Natterbox has a one-to-one relationship with an instance of Salesforce and an account on our servers. When you refresh or create a new sandbox fundamentally a new instance of Salesforce is being created (you will notice your orgID changes) therefore we need to re activate your Natterbox installation and create a new link to our servers

Do I have to follow the above steps every time I create a new Sandbox or Refresh an existing one?

Yes, every time you Refresh or Create a new Sandbox you will need to carry out the steps above

Why do I have to run the scheduled job, why can't I just remove those objects from the Sandbox template?

You can also do that, however the scheduled job updates other custom settings for Natterbox which need to be changed when a Sandbox is created/refreshed. So even if you have removed the objects from the template you will still need to run the scheduled job.

What will happen if I dont remove the objects listed in step 2? 

It will depend on whether you reference any of the metadata in those objects in the new configuration, if so then Natterbox will not be able to use it and we recommend clearing all metadata from the objects first. 

Why can't Natterbox run a scheduled job to remove all the Metadata for me?

This could be possible, however with objects such as Phone_Event__c and Insights__c have the potential to carry very large amounts of metadata, if we run a job to to remove all this data we could end up delaying other scheduled jobs that are due to run.