Call Policy App

The Call Policy app hands the current call from one routing policy to another, letting you build modular, reusable call flows instead of duplicating the same logic across multiple policies.

Purpose: Sends the current call to another routing policy so it continues through that policy's call flow.

Location: To Policy container, within a Call routing policy.

What is the Call Policy app?

The Call Policy app passes a call into a second routing policy. When the call reaches this app, Natterbox hands it to the From Policy in the policy you have selected, and the call continues through that policy from there. This lets you split a large call flow into smaller, self-contained policies and reuse common logic, such as an out-of-hours check, a shared welcome menu, or a standard closedown message, across many parent policies.

Because the call is handed onward, control does not return to the original policy once the Call Policy app has run. Anything you need to happen for the call should either be configured in the destination policy or placed before the Call Policy app in the current one.

Use cases

• Reusing a single out-of-hours or holiday check across several inbound policies.

• Splitting a long, complex policy into smaller policies that are easier to build and maintain.

• Sending calls that meet a particular condition (matched by an upstream Rule app) into a dedicated handling policy.

• Routing to a shared department flow,  for example, a common Sales or Support policy, from multiple entry points.

Configuration

Give the app a name under Name this item, then choose the destination policy under Configure this item.