17.2.3. Notify App

Call

Data Analytics

Available

Available

Please note that there is only full support for outbound SMS in certain countries, for example, the UK. In other countries there are limitations/ strict requirements such as in the US where you will need to use a Toll-free number as the sender number, and also must fill out an SMS sender forms to authorize numbers to be used for SMS. Please reach out to Natterbox Support if you need to do this.

Where the macro selector icon appears in the text field, this can be clicked to insert a macro, either from the macro selector or from scratch.

• To/Cc - macros can be used in this property, but they must expand to an email address or list of addresses. If a complex macro is used, such as $(SForce_Current.Email), which expands multiple records, they are presented in a comma separated list form, which is usable in this property.
• Subject - any macro that expands to a number or text.
• Email Body - multiple macros can be embedded, e.g. "Welcome $(SForce_Current.$CallerName) to our service."

These fields require a customised response, shown below with a **.

Built In Property

Value (*default)

Notes

Email

Send email (on)

Depending on whether this app is used in a Call or a Data Analytics policy, the dropdown options for this change:

Call - Now*/When call ends

Data Analytics - First attempt*/All attempts/Retries only

Call

• Now - notification is sent immediately the call reaches this point
• When call ends - notification is sent when the call terminates, regardless of whether or not the call connects

Data Analytics

• First attempt - notification is sent when the policy is run for the first time
• All attempts - notification is sent every time the policy is run
• Retries only - notification is only sent on policy retries (after the first attempt)

This option is also configurable for SMS.

To Email Addresses

Blank text field**

Enter the email address(es) to which the message should be sent. If more than one is to be used, they should be separated by a comma (no space). Macros can be used. This is a mandatory field.

CC Email Addresses

Blank text field**

Enter the email address(es) to which the message should be CC'd If more than one is to be used, they should be separated by a comma (no space). Macros can be used.

Subject

Blank text field**

Enter the text that should be the subject of the email. Macros can be used. This is a mandatory field.

Email body

Pre-filled text field** A telephone call has been made*

Enter the text that should be the body of the email. Macros can be used.

SMS

Send Message (on)

Depending on whether this app is used in a Call or a Data Analytics policy, the options for this change:

Call - Now*/When call ends

Data Analytics - First attempt*/All attempts/Retries only

Call

• Now - notification is sent immediately the call reaches this point
• When call ends - notification is sent when the call terminates, regardless of whether or not the call connects

Data Analytics

• First attempt - notification is sent when the policy is run for the first time
• All attempts - notification is sent every time the policy is run
• Retries only - notification is only sent on policy retries (after the first attempt)

This option is also configurable for Email.

SMS to

Blank text field**

Enter the phone number(s) to which the message should be sent. If more than one is to be used, they should be separated by a comma (no space). Macros can be used. This is a mandatory field.

Sender Number

Blank text field**

Enter the phone number from which the message is to show as being sent from. Macros can be used. This is a mandatory field.

SMS Message

Blank text field**

Enter the text that should be the content of the SMS message. Macros can be used. This is a mandatory field.

Chatter

Visibility

Dropdown list: All Users*/Internal Users

Select whether all users will be able to see this notification or just internal users.

Target

Dropdown list: User*/User Id/Group/Group Id/Record

Select the type of recipient for this notification. This selection will populate the dropdown list beneath it with all available targets, as per this selection.

User*/User Id/Group/Group Id/Record

Dropdown list: all of the available recipients within the type of target selected are listed. Listed in alphabetical order, default is whichever target is first in the list.

Select the specific target.

Post Text

Blank text field**

Enter the text that should be the content of the notification. Macros can be used.

Notification

Target

Dropdown list: Call*/User/Org

Select who should receive this notification withint their CTI. Depending on this selection, the option beneath it will change, or, for Org, disappear completely.

Call Type*/Target User

Dropdown list: This Leg

OR

Pre-filled text field** $(UserID)*

When Call is selected above, this is a dropdown list with only a current option of This Leg.

When User is selected above, this is a text field, prefilled with $(UserID), which targets the user making the call. This can be changed and macros can be used to find the appropriate user.

When Org is selected above, this option is not necessary and will therefore not be displayed.

Display Name

Pre-filled text field** System User*

Enter the text that should show the target who this notification is from. Macros can be used.

Notification

Blank text field**

Enter the text that should be the content of the notification. Macros can be used.