---
title: "How to be able to report on DDI calls missed by users"
slug: "reporting-on-missed-ddi-calls"
updated: 2025-01-30T22:20:20Z
published: 2025-01-30T22:20:20Z
canonical: "docs.natterbox.com/reporting-on-missed-ddi-calls"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/v1/docs/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 ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-01-30 at 21.16.21.png)
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.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-01-30 at 21.15.00.png)
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.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-01-30 at 21.18.51.png)
4. Add an action container with a query object app and a manage properties app beneath it ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-01-30 at 21.21.40.png)
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.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-01-30 at 21.27.29(1).png)
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.*

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2024-03-08 at 20.12.48.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1738272643085.png) ![Configuration settings for updating properties related to a user in a system.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-01-30 at 21.33.25.png)
7. After that, connect both of the red plus icons, back to the ‘Connect a Call’ app. ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-01-30 at 21.42.30.png) *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*](/v1/docs/restoring-a-policy) *or make a screenshot so you remember how it was originally configured.*
8. Then click ‘Save’.

Direct Dial-In