Below is a summary of our recommendation for setting up a Disaster Recovery Route for Natterbox. The aim of this policy is to be able to dial a number and enter a pin to swap sites between their normal routing and a disaster recovery route that forwards the call to another line.
How to set this up
Salesforce:
Create a new Object in Salesforce (recommended title something similar to: Natterbox DR / Phone DR / Disaster Recovery etc)
Within that Object create a Name text field and a Checkbox Field whereby a tick in the box sends calls to DR and an unticked box is the normal route. Please ensure the Permissions for these fields only allow those you want to be able to control DR activation and Natterbox to edit them.
A new Record can then be created for every required DR option.
Natterbox:
Natterbox requires both edits to the existing call policies and a new policy to be built, both detailed below
New Policy:
Provision or reallocate a phone number for this policy (ensure this number is not handed out anyone who isn’t able to turn on Disaster Recovery)
Using this new number, create a Switchboard that asks the caller to choose which site they want to change the routing for.
Query the field on the Record created earlier for the chosen site and use Text To Speech to inform the caller whether Disaster Recovery is enabled (True) or Off (False)
Using a Switchboard, ask if they would like to switch the site to its alternate routing 1. Yes or 2. No
If changing the routing, use the Get Info component (or a LUA script can be provided if needed) to ask the caller to enter their PIN to confirm the change in routing
Use a Rule to evaluate if the PIN entered matches one set in the rule for that site, if it does go to Step 7, if it doesn’t inform the caller they have entered the wrong pin and send them back to the Switchboard
Use an Update Record Component to either tick or untick the relevant sites field in the Record created earlier.
Existing Policies:
At the start of each existing policy, add a Query Object component to check the status of the site’s tick box on the Object created earlier.
Add a Rule based on that query. If FALSE, send the call to the normal routing and if TRUE, send to a Connect The Call component for the chosen DR number.
Please note this means an additional API query will be carried out at the beginning of each inbound call.