Natterbox Installation & Set-up Test Sandbox

Owned by William South
Last updated: 16-Jun-22
4 min read

Installation

  1. Install Managed Package
    The package can be found here - Salesforce Release Notes (natterbox.com)
    This usually is the first link on the page labelled e.g. 'Latest Version (#.###) available for clients'

  2. Right click the link
    copy the url

  3. Change the url by replacing the first part of the url with - https://virginwines--test.lightning.force.com
    From this - https://login.salesforce.com/packaging/installPackage.apexp?p0=04t1n000001pHt6
    To this - https://virginwines--test.lightning.force.com/packaging/installPackage.apexp?p0=04t1n000001pHt6
    Note - Do not use this link above only the latest link on the Natterbox Release page.

  4. Install the package for Admins only:

    This might take a while.

  5. Once installed inform the Natterbox support team of which user email address we want to use as the Data Connector user - for test this should always be natterbox-test@virginwines.co.uk.

  6. Natterbox will then send an email with an activation code. Copy paste the URL below into your browser to start the authorisation process.
    Click the Authorise button to end the authorisation.
    This will take you to a success screen. You can navigate away from this.

  7. Natterbox may have also included an activation token in the above step OR the activation token may be automatically emailed to you.
    If not automatically emailed or sent by Natterbox support raise a case with Natterbox - Case Creation (natterbox.com)

  8. In salesforce search for the Natterbox AVS app using the app launcher
    Click on Admin home
    This will show the Activation panel.
    Enter the activation code in the Insert Activation Token Here field:

     

  9. This should activate immediately. Next, go back to Admin home and Start the Scheduled jobs:

     

  10. Reload the subscriptions (this step may only be necessary on initial install):

That is Installation complete


Admin Setup

  1. Account settings

These account settings are taken from Pcopy on 31/05/2022.

Screenshots from Pcopy:

In Test sandbox set the account settings as the above *Can’t enter a valid Caller id number*

Next set-up the users

  1. Navigate to the Natterbox Users tab

  2. Click on New Natterbox User (from Salesforce). Add the users listed on the below screenshots:

  3. Search for the users using the filer fields

  4. Select the users using the check boxes

  5. Click the Add Selected button

  6. Go back to Natterbox users tab.

  7. Click Manage Licenses

  8. Assign the licenses as per the below screenshots

 

Set-up Groups

Create groups as per below screenshot

 

  1. Click New Group

  2. Add the group name, extension and email address.

  3. Add the license type - shown as check boxes on the screenshot above

  4. Click save

To add users to the groups:

  1. Click on the group

  2. In the group members section click Add Natterbox user button.

  3. Click add

 

 

Add the above availability profiles to Test Sandbox. This is the process:

  1. Click on Add Profile

  2. Enter the Profile name into the Name Field

  3. Save

  4. Repeat for other profiles

 

Create Availability States

  1. Click on the Name of an Availability profile

  2. Add in the availability sates as per below screenshots

 

 

 

 

 

Set up Skills in Test:

  1. Click New

  2. Add the name ‘TechnicalSupport’

  3. Click save

 

Add the sounds

The sound files are here -

Ask mitch about the sound files

 

Create new users

Need to create Call Centre Configurations as per email from Yanko.