This is not a tab found within the Natterbox AVS Lighting app but you can search for the tab name in the app launcher: 
The default when you install Natterbox is that there is 1 call center configuration for the whole org. You can add more if you would like. The org default will stay the same for everyone else but you can add a new configuration for a specific salesforce profile or salesforce user.
Note: during initial setup and deployment our engineers will configure this for you to your specifications.
If at any point you require to recreate the organisation-wide configuration, you can do so by following these steps :
Navigate to the Natterbox AVS lightning app and look up Natterbox Call Center Configuration.
Click “del” next to the organisation-wide NCCC.
Please note: it’s not recommended to perform this action during working hours as this would affect the agent’s CTIs.Once you’ve deleted the configuration, navigate to setup.
In setup, in the quick find menu, please look up Custom settings and click on Custom settings.
Click manage next to ‘Natterbox Call Centre’.
Click the ‘New’ button at the top of the page. Enter the following information:
Item: | Configuration Data: |
|---|---|
Custom Log Template 2 | ActivityDate: {CallDateTimeSalesforce} CallObject: {OtherParty: IFNULL Natterbox} Priority: Normal Description:Call with: {OtherParty}\n\n{LogMessage}\n\n{AVSData} Status: Completed ?WhoId: {LeadOrContact} ?WhatId: {RelatedTo} |
Custom Log Template 3 | nbavs__RecordingUUID1__c:{RecordingUUID} nbavs__Call_UUID__c:{CallUUID} |
Custom Log Template | table:Task OwnerId: {LoggedInUserId} CallType: {CallType} CallDurationInSeconds: {CallDurationSeconds} CallDisposition: {WrapupString_0} {WrapupString_1} Subject: Call {CallDateTimeLocal} {WrapupString_0} {WrapupString_1} |
Enable Wrapup | CHECKED |
Query Label Map | Account:Name|Contact:FirstName,LastName |
Specify default wrapup button | CHECKED |
Wrapup and Notes Available During Call | CHECKED |
Callback Task Post Call Action | merge+delete |
Split Person & Related To Query Results | Ticked |
Show None Query Result Option | Ticked |
Custom Call-back Template | OwnerId: {LoggedInUserId} Subject: Call -To close ActivityDate: {CallbackDateTimeSalesforce} CallObject: {OtherParty: IFNULL Natterbox} Priority: Normal Status: Not Started ?WhoId: {LeadOrContact} ?WhatId: {RelatedTo} Description:{CallbackMessage} |
UI Theme | slds |
All other fields and checkboxes should be left as their default. Click Save.
FAQs
The 'CreatedBy' field for CTI generated records is always the same user is that expected?
Yes, records created by the CTI such as Cases (via Quick Case) or the call reportingg will always be created in the name of the user who authenticated with the Data Connector API (often the Admin who configured the CTI service). This is also the same for any records created by the routing policy, for example a new contact.
If you're looking to configure a Salesforce Flow to trigger on the created Tasks or Cases and you need to know the user then it's best to use the 'OwnerID' field as this will always be the user who owns the record. For tasks, you could also use the ‘Assigned To’ field.