Enabling Missed Call Reporting for Call Queues

Natterbox can log a record in the Phone Events object every time a call attempts to ring an agent's device but is not answered — often called missed call reporting. This is enabled by default for most call types, but not for call queues. This guide explains how to switch it on for call queues using a short script in your routing policy.

Enabling this feature lets you monitor when agents fail to answer a call — including calls that another agent may answer later — so you can see every agent a call attempted to ring, and exactly how it failed to connect.

Before you begin

• You are running version 1.79 or higher of the Natterbox App.

• You have administrator access to Salesforce Setup and to the Policy Builder.

• You have an inbound routing policy that routes calls through a call queue.

Step 1: Enable Phone Events reporting in Salesforce

The Phone Event object is not available for reports by default, so enable it first.

1. In Salesforce, go to Setup > Object Manager > Phone Event.

2. Click Edit.

3. Under Optional Features, tick Allow Reports.

4. Click Save.

Step 2: Add the script to your routing policies

The following process activates missed call reporting for future call queue calls.

1. Open your inbound routing policy in the Policy Builder.

2. Add an Action container to hold a Script Engine app, positioned before the Call Queue app (if one is used).

3. Within the Script Engine app, insert the following script, adjusting the numbers to your desired settings (see the bit-string reference below).

This script sets both the CTI missed call notifications and the reporting records:

session.modify('MISSED_CALL_EVENTS', '63')
session.modify('MISSED_CALL_LOGS', '63')

Add this script to all relevant inbound policies so that every call passes through it. To make sure all calls are caught, place it directly after the Start block. For larger policies with multiple entry points, you may need to repeat this in a few places.

What the two properties control

The session.modify() method controls two separate behaviours:

• MISSED_CALL_EVENTS — controls CTI missed call notifications (what the agent sees in the softphone).

• MISSED_CALL_LOGS — controls the reporting records written to the Phone Event object.

You can use this script to modify phone event and CTI notification generation however you need — including turning either off entirely.

Choosing the bit-string value

The number inside the script is a bit string determined by the table below. Add the values together to activate the combination of features you need.

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Caution: The Call Queue All (64) setting can generate a significant amount of traffic in poorly managed queues. Enable it only when you specifically need to capture attempts to dial users with no registered devices.

Common configurations

Choose the value that best matches your scenario. Some examples:

• Agent sees a notification when they miss a call: set MISSED_CALL_EVENTS to 63 and MISSED_CALL_LOGS to 63.

• Agents are not notified when they miss a call (for example, to stop them calling a number back while it is still in the queue or being handled by another agent): set MISSED_CALL_EVENTS to 62 and MISSED_CALL_LOGS to 63.

• Capture all instances where a call is missed: set MISSED_CALL_EVENTS to 127 and MISSED_CALL_LOGS to 127.

Creating Phone Events reports

Once records are being logged, you can build Salesforce reports on the Phone Event object. See Reports with the Phone Event Object for detailed examples of the reports you can create.