12.2. Phone Event Object
- 07 May 2024
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12.2. Phone Event Object
- Updated on 07 May 2024
- 5 Minutes to read
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Article Summary
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Introduction
v1.079 of the Natterbox App introduces support to collect records into Salesforce relating to missed call attempts. Examples of missed call attempts are:
A customer dialling a DDI which results in an extension ringing which is not answered.
A customer dialling a DDI which tries to connect to a disconnected web phone.
A customer in a call queue which tries to connect to an Agent who rejects the call.
A customer in a call queue which tries to connect to an Agent who doesn't answer the call.
In these cases, the missed call dial attempt that is logged relates to the attempt to dial the agent. Missed call records are linked to the original call, which allows all the dial attempts for a given inbound call to be mapped.
Missed call logging can be used to report on some of the following questions:
How many connect attempts to my agents are not being picked up.
How many connect attempts to my agents are being rejected.
For a given call, how many attempts were made to try and connect the call to an agent.
What reasons are calls not being connected, e.g. User Busy, No Answer, Rejected.
How Does it Work?
Missed Call information is written into a Salesforce object called nbavs__Phone_Event__c. The data is pushed into Salesforce from the Natterbox platform typically around 2 to 3 minutes after the missed call event occurred.
Each missed call that is logged to nbavs__Phone_Event__c typically incurs a single Salesforce API request, so please be aware that if the organisation experiences a significant number of missed calls then the API limits in Salesforce must be sufficient to cover this usage.
Missed call reporting currently covers the following types of calls:
Missed calls to SIP devices including WebPhones, Soft Phones and Desk Phones which are connected directly to the Natterbox platform and are associated with a User.
Missed calls to any numbers (including PSTN) that are associated with a user and delivered via a Call Queue.
Missed call recording into the nbavs_Phone_Event__c object is only applied to Natterbox Users. In other words, if a device is rung directly using the device’s extension, rather than via the user’s extension, then the missed call is not logged. All attempts to dial a user in a routing policy via a Call Queue, DDI or User lookup are registered as missed calls.
The nbavs_Phone_Event__c object is designed to hold other key user events in the future, but for the present, only Missed Call events are logged. To ensure future events don’t pollute reports, filter out missed call logs using the Event_Type__c field, filtering for the value of Missed Call, when creating reports on this object.
Fields, Values & Definitions
Field | Field Definition | Field Values | Value Definitions |
|---|---|---|---|
Availability Profile | Link to an Availability Profile that the missed called party was configured with. | - | |
Availability Profile Name | Name of the Availability Profile that the missed call party was set to at time of call. | - | |
Availability State | Link to an Availability State that the missed called party was configured with. | - | |
Availability State Display Name | The Availability State Display Name that the missed call party was set to at time of call. | - | |
Availability State Name | The Availability State Name that the missed call party was set to at time of call. | - | |
Available For Calls | The Available for Calls state that the missed call party was set to at time of call. | - | |
Call Queue | Link to a call queue object, if the missed call is to an agent in a call queue. | - | |
Call Queue Lookup | True if agent dial is just a lookup if available (SIP devices only). | - | |
Caller ID Name | Caller ID Name of the caller who originated the missed call. | - | |
Caller ID Number | Caller ID Number of the caller who originated the missed call. | - | |
Created By | - | ||
Dial Type | How was missed call originated | DDI | The user's extension was dialled via a DDI, i.e. caller dialled the user’s DDI. |
Call Queue | The use was dialled a member of a call queue. Note that to capture Call Queue calls, the missed call logs must be enabled in the Routing Policies. | ||
Group | The user was dialled as part of a group dial request. | ||
User | The User's extension was dialled directly or the User name was referenced directly in the ‘Connect a Call’ app in Routing Policies (or the Lua script engine session.connect() method) using the Dial User property. | ||
Number | The user was dialled via a Routing Policy which wasn't a DDI or a direct extension hook. | ||
Unknown | Catch all | ||
Error Log | |||
Event Type | Type of event. Only ‘Missed’ call is supported currently. | Missed | |
Hangup Cause | Why was the call missed, e.g. rejected, busy, bad number. If Missed_Call_Type__c (below) is All Busy, this field will be empty. | USER_BUSY | The user device responded as being busy |
NO_ANSWER | The device rang without answering | ||
CALL_REJECTED | The called user rejected the call | ||
ORIGINATOR_CANCEL | The calling user cancelled the call whilst dialling the called user | ||
ALLOTTED_TIMEOUT | The server canceled the call because the destination channel took too long to answer | ||
LOSE_RACE | The call was hung up because another B-Leg that was dialled in parallel accepted the call first | ||
NO_USER_RESPONSE | Where Freedom Mobile device does not receive a call because it was out of range or device has no power, with the Missed Call Type as 'Trying' | ||
JSON String | - | ||
Last Modified By | - | ||
Missed Call Type | No Devices | The user had no active SIP devices registered, or numbers associated with them when the call was placed, i.e this could indicate that the WebPhone was not started if the user normally uses a WebPhone. | |
Trying | There was an attempt to dial the devices associated with the user, but no alert indication was received, i.e. This could indicate that a WebPhone or SIP Phone was registered, but user has recently (within the last several minutes) switched their computer off or disconnected from the network. | ||
Ringing | There was an attempt to dial the devices associated with the user, and at least one of the devices rang alerting user to missed call. | ||
All Busy | When an attempt was made to dial the user, the platform noted that the user was busy on another call. | ||
Unknown | Catch all for any unallocated missed call types. | ||
Natterbox User this call relates to | - | ||
Natterbox User who originated the call | - | ||
Originating User Id | The Natterbox User Id of the caller who originated the missed call (if a Natterbox user). | - | |
Originating UUID | The UUID of the originating caller channel. | - | |
Owner | - | ||
Phone Event Name | - | ||
Ring Duration (seconds) | - | ||
Time | - | ||
To Call Reporting record | A reference to the Call Reporting record for this missed call, allowing missed calls to be tied up with the call originator. | - | |
User Id | The Natterbox User Id of the individual who missed the call. | - | |
User OnLine | Whether the missed call user was in an off line or on line state | - | |
Wrap-Up Failed Time (seconds) | The Wrap-Up time that each agent was set when they missed a call. | - |
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