How to report on DDI calls missed by users

  • Updated on Jan 30, 2025
  • Published on Mar 8, 2024
  • 1 minute(s) read
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This is just for DDI calls - meaning just phone numbers assigned as DDIs to users from the Phone Numbers tab. All phone numbers that are DDIs will route through the DDI Calls policy.

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 new 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 system policies installed with the package.  

    Table displaying call types with DDI Calls highlighted as enabled in the system.

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

    Flowchart illustrating DDI Calls process with highlighted action to connect a call.

  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

      Configuration settings for querying Salesforce object to find DDI owner details.

  6. Configure the manage properties app like this:

    1. Name this item: Update ‘To NB 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.


        Configuration settings for updating properties related to a user in a system.

  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’.