Common Natterbox Issues and How To Fix

Owned by mitchell.bird (Unlicensed)
Last updated: 14-Feb-24 by Michal Kubala
2 min read

First things to try

Generally a lot of issues can be solved by doing the following:

  1. Dial ##0 from the web phone to reload the call centre configuration

  2. Log out of Salesforce and log back in

  3. Closing all browser windows and logging back in

  4. Clear browser cache and cookies (This will fix the majority of issues, but you will need to sign back in to websites)

Check microphone privacy settings

If you’re seeing a message in the webphone logs or when trying to answer a call the pop up disappears. Check here that microphone access is allowed.

  1. Select Start  > Settings  > Privacy > Microphone . In Allow access to the microphone on this device, select Change and make sure Microphone access for this device is turned on.

  2. Then, allow apps access to your microphone. In Microphone settings, go to Allow apps to access your microphone and make sure it's turned on.

  3. Once you've allowed microphone access to your apps, you can change the settings for each app. In Microphone settings, go to Choose which Microsoft apps can access your microphone, and turn on apps you want to use with it. For desktop apps, make sure that Allow desktop apps to access your microphone is turned on.

Turn on app permissions for your microphone in Windows 10 (microsoft.com)

Sound coming through the wrong microphone or speaker

Natterbox webphone uses whatever the default audio devices are as this is what browsers do. Other programs, MS Teams especially, will select devices automatically.

If you are a laptop user, you want to make sure the default device is your headset. You can do this by right clicking and choosing "Set as default device".

Please make sure that you do not unplug your headset whilst performing these steps, we advise to keep your headset plugged in as much as you can, as Natterbox can default to the wrong input if unplugged.

  • Open Settings

  • Go to System

  • Open Sound

  • Check the input and output devices are correct

  • Change if needed

  • Close browser

  • Reopen browser

  • Test Natterbox

Alternatively, try the steps below to make sure the “Headset microphone” not default is selected, then close the webphone and reopen it.

 

No CTI popup

Usually, this is a licensing issue, however, this will also occur if you are in an app other than Service Cloud, Sales Console or Natterbox AVS Lightning in Salesforce.

  • Check you are in one of the above listed apps in Salesforce. 

  • If you are, please email servicedesk@virginwines.co.uk and we will investigate. 

Sound Issues

For any sound issues please refer to this guide:

https://virginwines.atlassian.net/wiki/x/tQILFw