The Connect a Call app routes the current call to a specific endpoint — a phone number, user, or group — with optional call screening, camping (hold while ringing), and advanced post-connect behaviour.
Available in the Call Policy? | Available in the Data Analytics Policy? | Available in the Digital Policy? | Available in the System Policy? |
|---|---|---|---|
✔ | ✘ | ✘ | ✔ |
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Purpose: Connects the caller to a phone number, user, or group — optionally playing a screening message and/or holding the caller while the endpoint rings.
Location: Action container, within a Call routing policy.
What is the Connect a Call app?
The Connect a Call app is the simplest way to route a call to its final destination. When the call reaches this app, Natterbox dials the configured endpoint and — if answered — bridges the two parties together. You can optionally play a message to the caller while they wait (camp), screen the call so the recipient hears context before answering, and define what happens after the call ends (e.g. transfer to a survey).
The app adapts its options depending on whether the call originates from an Inbound Number or an Extension Number start block, offering slightly different connection methods for each scenario.
ℹ️
Connect a Call vs Hunt Group: Connect a Call routes to a single endpoint (one number, one user, or one group rung simultaneously). To ring multiple targets in a staggered parallel/sequential pattern, use the Hunt Group app instead. For full ACD queuing with skills routing and wrap-up, use the Call Queue app.
Before you begin
A Call routing policy open in the Policy Builder, with an Action container ready to hold the app.
Target endpoint identified — know the phone number, Natterbox user, or Natterbox group you want to connect the caller to.
Account Settings reviewed — the default TTS voice (used for screening messages) and External Caller ID are inherited from Account Settings unless overridden in this app.
Use cases
Routing an inbound call directly to a specific user (e.g. a named account manager).
Connecting to an external phone number determined dynamically by a macro (e.g. looked up from Salesforce).
Playing hold music to the caller while the destination rings (camping).
Screening the call so the agent hears a whisper message (e.g. "Sales enquiry from Acme Corp") before being connected.
Transferring the caller to a post-call survey after the agent hangs up.
Connecting an internal extension call to the dialled number (Requested Number option).
Configuration reference
Give the app a name under Name this item, then configure it under Configure this item. Configuration is split across four tabs: Connect, Advanced, Screen, and Camp.
Connect tab
The Connect tab determines where the call is routed. The available options depend on the upstream start block.
When an inbound call was routed via an Organisation Number
Option | Value | Notes |
|---|---|---|
Phone Number | Blank text field | Enter the number to connect the call to. The macro selector is available to insert dynamic values (e.g. a number looked up from Salesforce). |
User | Dropdown of existing users | Select a Natterbox user to connect the call to. |
Group | Dropdown of existing groups | Select a Natterbox group to connect the call to. All members of the group are rung simultaneously. |
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When there is an Extension Hook upstream
Option | Value | Notes |
|---|---|---|
Phone Number | Blank text field | Enter the number to connect the call to. The macro selector is available. |
Requested Number | — | Connects the call to the extension number that was originally dialled by the caller. |
Group | Dropdown of existing groups | Select a Natterbox group to connect the call to. |
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Advanced tab
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The Advanced tab provides additional controls for call handling and post-connect behaviour.
Field | Value (* = default) | Notes |
|---|---|---|
Call Connect Timeout | 30* | How long (in seconds) the endpoint is rung before the call is considered unanswered. If the timeout expires without an answer, the call passes to the next app in the container or exits via the container. |
Call Waiting | Unchecked* | When ticked, if the target user is already on a call, they are informed that a new call is waiting. |
Hangup After Connect | Unchecked* | When ticked, the caller is automatically hung up after the agent hangs up. Cannot be used in combination with Transfer After Connect. |
Transfer After Connect | Blank | After the agent hangs up, the caller is transferred to the endpoint specified here (e.g. a post-call survey). Macros can be used. Cannot be used in combination with Hangup After Connect. |
Continue On Fail | Checked* | When ticked, if the connection attempt fails, the call continues to the next app in the container rather than being hung up. |
Present Caller Identity Name (internal) | Blank | Overrides the caller ID name shown on the agent's device for internal calls. Macros can be used. |
Send DTMF when call connects | Unchecked* | When ticked, sends DTMF tones after the call connects. Useful for navigating external IVR systems or entering PINs automatically. |
Screen tab
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The Screen tab plays a whisper message to the agent before the caller is connected. This is useful for giving context — for example, telling the agent which queue or campaign the call came from. By default, call screening is disabled.
Tick Enable Call Screening to reveal the following options:
Field | Value (* = default) | Notes |
|---|---|---|
Announcement | Blank | The message played to the agent before connecting. Supports TTS text, sound file tags, and macros. The sound selector and macro selector icons are available. |
Require acknowledgement | Unchecked* | When ticked, the agent must press a key to accept the call after hearing the screening message. If they do not acknowledge, the call is treated as unanswered. |
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Tip: You can preview the screening message using the play button. If the message contains macros, you are prompted to enter test values before playback. The preview voice can be changed by right-clicking the play button — this only affects the preview, not what agents hear.
Camp tab
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The Camp tab plays a message or hold music to the caller while the endpoint is ringing. This is useful when the ring time is long and you want to reassure the caller that their call is being connected. By default, camping is disabled.
Tick Enable Camping to reveal the following options:
Field | Value (* = default) | Notes |
|---|---|---|
Camp Message | Blank | The message played to the caller while waiting. Supports TTS text, sound file tags, and macros. |
Hold Music | Auto* | Preset | Custom | Auto plays the hold music from Account Settings. Preset offers a dropdown of standard tracks. Custom allows a URL for an externally hosted stream. |
Key to exit camp | Disabled* | 0–9, * or # | If set, the caller can press this key to leave the camp. The call then routes via the Camp Exit trigger. |
Trigger When
By default, all three Trigger When checkboxes are ticked: Call is connected, Call is not connected, and Camp Exit. These define when the app triggers its connector output (i.e. routes the call out via the link on the app rather than passing it down the container). Once a call is connected, the policy stops processing it.
Result
After the app runs, the call follows one of these paths:
Call is connected — the two parties are bridged. The policy stops processing the call. After the agent hangs up, any Transfer After Connect or Hangup After Connect behaviour applies.
Call is not connected (timeout or rejection) — the call passes to the next app in the container or exits via the app's connector if the "Call is not connected" trigger is linked.
Camp Exit — if camping is enabled and the caller presses the exit key, the call routes via the Camp Exit connector.
If the app is triggered but no connector is linked, the call is hung up by default.