How to Report on the CLI Number for Outbound Calls

Note: this guide requires you to be on Natterbox AVS version 1.35 or higher

Outbound calls do not by default log the Caller-Line-Identity (CLI) Number on the Call reporting record. This would be the number the recipient sees when you try to call them. This can be added to reporting using the below steps.

Note: Manage Properties is able to change the External CLI of a call within the routing policy, overwriting users CLI settings. This guide is written assuming that you are not using this in your outbound policy.

To achieve this you need to:

1. Create a custom field on the Call Reporting object

2. Add a script to the Outbound Call Policy
   

Creating a Custom Field under Call Reporting:

Create a custom field with type Text area on the Call Reporting Object. If you do not know how to do this, please reach out to your own Salesforce administrators for assistance with this.

A good name for the field might be CLI Outbound Only, but as it's your Custom Field, it’s your decision.

The first step to complete is to create a Custom Object which will be used to populate the DDI Number within the system and also to be used within Call Reports.

• Go to Setup within Salesforce and click on the Object Manager (in Classic this is Custom Objects, navigated to via Create | Objects)

• Depending on the version confirmed above, find and click on the appropriate object:

  • NCRO (Natterbox Call Reporting Object) - Natterbox App version up to and including 1.34

  • Call Reporting - Natterbox App version 1.35 and above

• Within Fields & Relationships, click on the New button

• In Step 1, choose the data type Phone and click Next

• In Step 2, enter a Field Label for the custom field (in this example, “Test” is being used). It is recommended to name it something “Outbound CLI” or “Outbound Caller ID”

• The Field Name is automatically populated, this is the value that will need to paste into the script later. Click next.

• In Step 3, select appropriate security

• In Step 4, add the field to the page layouts, as for other Salesforce Objects. Then click Save.

Adding the Script to the outbound policy:

Now that you have created the Custom Object, you will need to add this to the Script, which will be added to your Outbound Policy. Your Outbound Policy can vary depending on your organisation, all you need to do is make sure that all calls pass through this script, by either putting it immediately before the connect-a-call component or putting it at the very beginning of the routing policy.

Please find below the script we will be using:

local outboundDisplay = session.get('session_outbound_caller_id_number')

session.set('Test', outboundDisplay)

return true

Please note: It is very important you copy the script character for character, as any difference will cause the script to fail

In the above example, the field created in step 1 was labelled as “Test”. Replace “Test” with the label for your custom field (highlighted in red above.)

• Navigate to your Routing Policies tab and go into the one labelled Outbound Calls. This policy will have a darker highlight as its a required policy

  
  

  

• In an appropriate place add in a Script Component and name it (e.g. CLI reporting script)

• Once we have added in the Script component, in the Configuration Panel on your right you will need to add the modified script under the line --continue your script here–.

• Once you have added the Script in, please connect the Script + to the Connect a Call component and then click Save

Note: Save is in the top right hand corner of the policy, behind the Configuration panel, click anywhere on the white background of the routing policy to hide the panel.

Building a Report with the New Field

You can add the new field to your Outbound Call Reports the same as any other Call Reporting fields.