If you are facing any difficulties with Natterbox, they may be resolved through some fundamental troubleshooting steps. We recommend that you complete any steps relevant to your issue, as our support team will likely request that you do so if you submit a support case.
Basic Troubleshooting
Always ensure you are on the latest version of your browser
Clear browser cache
Please make sure you are on the latest version of Natterbox packages, your issue might have been resolved by a package that has already been released.
Our How to Upgrade article will instruct you on the latest version links and how to upgrade.
Please only use the SCV package if you are using SCV with Natterbox.
More Specific Troubleshooting
For any issues regarding transmission quality issues (such as distorted audio, one-way audio, or dropped calls), please check our technical requirements. Ensure that each agent's network complies with these conditions, including any VPNs they may be utilising.
If you are using the mobile app and experiencing an issue, please make sure the mobile device’s OS is up to date and the Freedom Mobile app is the latest version from the App Store or Google Play Store.
If you are getting the error ‘Dial Fail’ on the CTI, this would suggest your Webphone is disconnected which could be due to microphone access.
Close webphone (this refers to the standalone browser window, sometimes called blue box, not the CTI)
Ensure you reset the microphone permissions on the browser level
Make sure the in-built microphone are disabled so the headset can take priority
If you are using MS teams and experiencing microphone issues or one way audio, this could be due to MS teams picking up microphone access and not releasing it when no longer needed. To prevent this behaviour, complete the steps on this article.
If you are experiencing an issue with accessing an object or Natterbox page, please gather the HARS network logs using this guide.
Next Steps
If the issue persists, please submit a support case to the Natterbox team. The most effective method for raising a case is through the Natterbox Help Center, as the form will prompt you with questions that assist our team in understanding your issue more efficiently. Kindly inform them of the troubleshooting steps you have completed from the list above; however, they may request verification via a screenshare.
Top Tips for Raising a Support Case
Sharing login access to your Salesforce org immediately after submitting the case enables our team to commence troubleshooting more efficiently, as they will not need to await you granting access. This access can be revoked at any time if it is no longer required.
The more details the better! Please provide as many examples, explanations, screenshots, and error messages as possible so that our team can thoroughly understand the issue.