How to have a different call paths for users in a certain group

This guide will focus on configuring different call paths for users in a certain group for outbound calls. The example is going to use only recording calls in the Support group but this can be customised.

The Build

1. Search for the Routing Policy tab using the app launcher (or 3×3 dots in the top left).

2. Click on the ‘Outbound Calls’ policy.
   Please make sure you are only making these changes out of hours as this could disrupt ongoing outbound calls. This policy also affects all outbound calls in the whole org so be aware when implementing any changes!

3. Break the connector near the beginning of the policy (before any paths split) or where you want the paths to differ.

4. Add a new action container and put a query object app inside it.

5. Configure the query object app like this:

   1. Name this item: Query NB User

   2. Result Set: NBUser

   3. Trigger When:

      1. Uncheck ‘Records found’

      2. Check ‘Records not found’ and ‘Error Returned’

   4. Record Type: Natterbox User

   5. Filter results:

      1. Field: User Extension

      2. Value: $(CallerNumber)

   6. Return Fields: Record ID

   7. Connect the path from the app to the next container.
      
      

6. Add another query object container in the same container and configure it like this:

   1. Name this item: Query Group Member

   2. Result Set: GroupMember

   3. Trigger When:

      1. Uncheck ‘Records found’

      2. Check ‘Records not found’ and ‘Error Returned’

   4. Record Type: Group Member (if there are two ‘Group Member’ objects, toggle on ‘Show Salesforce API Names’ and select ‘nbavs__GroupMember__c’)

   5. Filter results:

      1. Field: User

      2. Value: $(SForce_NBUser.Id) - from the query natterbox user

      3. +Add Fields (AND)

      4. Field: Primary

      5. Value = true
         This only works if you use the primary checkbox on the groups.

   6. Return Fields: Group  (this will be the ID of the group)
      
      

7. Add a Rule App in the same container

8. Select ‘Evaluate’

   1. Property: $(SForce_GroupMember.nbavs__Group__c)

   2. Value: [find the ID of the desired group]
      To find the item, open the group and find the 18 characters in the URL before ‘/view’

   3. You can add rules for multiple groups if desired.
      
      
      

9. From the rule app, add a new action container with a ‘record & analyse app’.

   1. Set up the recording app as desired or use something like One-Sided Recordings.

10. Connect your paths to the desired path and it should look something like this: