How to Only Show Contacts that are Active in the CTI

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 the “Contact” Object.

• Access to the NCCC (Natterbox Call Center Configuration)

What this does:

After creating a custom field under the Contact Object for example a “Inactive Contact” field that assigns a true/false value when checked. You can then use this field to sort what contacts get pushed to the CTI. When the checkbox is checked (Marked as Inactive) this will then not push the contact to the Natterbox CTI. When unchecked this will allow the contact to be pushed to the CTI.

1. To Configure - Navigate to the Salesforce Setup page by pressing the COG wheel in the top right corner and then click “Setup”

1. Next Navigate to the “Object Manager” Tab and then search for “contact” - It should then populate a list - Click on the Contact label. 

2. Once inside the “Contact” object navigate to the “Fields and Relationships” tab on the right side and then press “New” 

3. Select the “Checkbox” as the Data Type and press next

4. Next, give the field a name - Something like “Inactive Contact” will work. Then confirm the default value is “Unchecked” and then provide a brief description and press next.

5. Confirm all field-level security if necessary or leave as default and press next

6. Confirm page layouts if necessary or leave as default and press save.

7. If you navigate to your contacts now you should see an additional field “Inactive Contact” to mark a contact as inactive all you need to do is press edit and check the checkbox. 

8. Now time to configure the Natterbox Call Center Configuration to now filter on this field. Navigate to the Natterbox Call Center Configuration and press edit.

9. Navigate to the “Lookup Results” section and next to “Contact” Press edit. 

10. Within the “Query” box you will want to add “Contact_Inactive__c = false” as the query. What this will do is only pull contacts that have a false value for this field. A false value would be an active contact and a true value would be an inactive contact. After adding the query press the update button.

    

11. Press Save at the top of the screen on the NCCC menu. After this the setup is complete and now any contact that is marked inactive will not push to the CTI. Only Active Contacts.

Notes:

• You may need to add this to each NCCC profile you have configured

• To push the changes all CTIs will need to be refreshed. You can force a refresh by dialing ##0 within the CTI and pressing the dial button.

For more information on how to configure the Query Label Map, see this guide.