15.1. Introduction to Call Center Configuration

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 :

1. Navigate to the Natterbox AVS lightning app and look up Natterbox Call Center Configuration.
2. 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.
    
   
3. Once you’ve deleted the configuration, navigate to setup.
4. In setup, in the quick find menu, please look up Custom settings and click on Custom settings.
5. Click manage next to ‘Natterbox Call Centre’.
6. Click the ‘New’ button at the top of the page. Enter the following information:

All other fields and checkboxes should be left as their default. Click Save.