17.1. Introduction to Policy Builder Apps

As mentioned in the Policy Builder Overview section, there are 3 types of policies: Call, Data Analytics and System Created. Most apps and containers are available in Call policies. Data Analytics has the extra Debug app but not all of the containers and apps. To visualize this, please see this table below...

Type of Policy: Call

The Start Block

Every policy must start with either the Start block or the From Policy receiving container. The Start block in Call policies contains the Inbound Numbers stand alone container, the Extension Number stand alone container, the Invokable Destination stand alone container and the From SIP Trunk receiving container:

The Configuration Tab

• Receiving Containers receive calls from elsewhere and are configured at source.

• Stand Alone Containers allow for specific items to be placed in the container without need for an App.

• Simple Containers only give the option to change the Name of the container.

• Functional Containers and Apps (all Apps are functional) have scope for individual configuration to route or otherwise affect the call.

The Link Tab

• If the Link tab is available, it always gives the options of the four linkable containers: Action, Switchboard, To Policy and Finish.
   

Above the Or create new Container field is a dropdown list which displays what happens to a call after it has gone through the current container. By default this option is Hung Up - this makes sure that if a call has nowhere to go, it is terminated correctly. As new containers are added, this list is populated. If a link is automatically connected, the selected option in the list changes to match. This list always reflects the route of the connector.

Please note: Many of the apps have a Link tab, however, each is configured individually - by default, the call is passed to the next app in the container (or to the container itself) to further the call; however, in the case that they fulfil certain configuration but do not have a connector to move the call forward, the call is hung up.

The Apps Tab

• The Apps tab is only available in the four linkable containers - it holds the Apps associated with that container, in which specific configuration takes place.

Type of Policy: Data Analytics

The Start Block

Every policy must start with either the Start block or the From Policy receiving container. The Start block in Data Analytics policies contains the Inbound Message stand alone container:

The Configuration Tab

• Inbound Message is a Stand Alone Container - it requires the Trigger name field to be completed.

• Action is a Simple Container, so only give the option to change the Name of the container.

The Link Tab

• The Link tab gives the option of one linkable container: Action.
  

Above the Or create new Container field is a dropdown list which displays what happens to a call after it has gone through the current container. By default this option is Hung Up - this makes sure that if a call has nowhere to go, it is terminated correctly. As new containers are added, this list is populated. If a link is automatically connected, the selected option in the list changes to match. This list always reflects the route of the connector.

Please note: Many of the apps have a Link tab, however, in the case that they complete without having a connector to move the call forward, the call is always passed to the next app in the container (or to the container itself) to further the call.

The Apps Tab

• The Apps tab is only available in the Action container - it holds the associated Apps in which specific configuration takes place.

Type of Policy : System Created

When the app is installed into Salesforce, the system automatically creates three policies:

• DDI Calls

• Default Inbound

• Outbound Calls

These are all Call policies and have the same capabilities as a normal Call policy, above, and can be edited if necessary. However, each policy has a specific purpose within the system.

DDI Calls

In addition to the start block, this policy has a container called DDI Numbers by default (instead of the From Policy container found in a normal Call policy). This leads to an Action container that holds a Connect a Call app, configured to Connect an inbound call routed via a DDI number to the DDI User.

This policy makes sure all DDI calls that are made are connected correctly through the system.

The Default Inbound Policy

In addition to the start block, this policy has a container called Catch All by default (instead of the From Policy container found in a normal Call policy). This leads to an Action container that is named Speak, which holds a Speak app named This number is not in service, configured quite simply to say "This number is not in service".

This policy 'catches all' calls that are not covered by another policy and gives them a neat resolution, given that they won't be answered.

The Outbound Calls Policy

In addition to the start block, this policy has a container called Outbound Numbers by default (instead of the From Policy container found in a normal Call policy). This leads to an Action container that holds a Connect a Call app, configured to Connect an outbound call made by a user to the Requested Number.

This policy makes sure all calls that are being made to external (PSTN) numbers are connected correctly through the system.

FAQ

How many Apps can I have in a single policy?

There is no explicit limit on the components, it's reliant on the amount of configuration and the different types of components you're using, but the rough limit is about 100 components.

If your policy is approaching this amount we recommend you look to break out and simplify your rules where possible.