How to report on DDI calls missed by users

This is just for DDI calls - meaning just phone numbers assigned as DDIs to users from the Phone Numbers tab. 

If a call does not connect to a user, the To Natterbox User field is not populating on the call reporting record. This means you would have to report on the From Dialled Number to see who the DDI belonged it. To resolve this, you can add some apps to the DDI Calls policy to amend this.

1. Navigate to the ‘Routing Policies’ tab

2. Select the ‘DDI Calls’ policy - this is one of the default policies installed with the package.

3. Cut (double-click) the connector between the pink ‘DDI Numbers’ container and the ‘Connect a Call’ app.

4. Add an action container with a query object app and a manage properties app beneath it

5. Configure the query object app like this:

   1. Name this item: Find DDI Owner

   2. Result Set: DDIOwner

   3. Trigger When: Make sure only ‘Records not found’ and ‘Error Returned’ are checked

   4. Record Type: Phone Numbers

   5. Filter results:

      1. Number = $(E164CalledNumberIn)
         AND (make sure it’s not OR)

      2. DDI Number = true

   6. Return fields: Natterbox User

6. Configure the manage properties app like this:

   1. Name this item: Update 'To Natterbox User'

   2. Select Custom Properties

      1. Property: To_AVS_User (this is the field label for To Natterbox User field)

      2. Value: $(SForce_DDIOwner.nbavs__User__c)
         Please note: this needs to manage the result set from the query app. To make sure it is correct, find the macro by selecting the macro icon on the field and adding from there.

         

         
         

         

         
         

7. After that, connect both of the red plus icons, back to the ‘Connect a Call’ app.
   
   Please note: we recommend doing this out of working hours and testing thoroughly because it could mean calls are lost. You can export the policy or make a screenshot so you remember how it was originally configured.  
   

8. Then click ‘Save’.