Shutdown / Divert Solution

If you are in need of a simple toggle for a shutdown or divert for your phone system , this solution may be suitable for your requirements. It can be tailored to suit your specific use case.

1. Create a new case record (or other object if desired).
   a. You should name this case something obvious, for example: DO NOT TOUCH - DIVERT FOR PHONE SYSTEM
   b. You could create a separate record type for this case and use the record type permissions to remove access from other Salesforce profiles so this case is not changed by users that should not have access.
   c. You could create a separate page layout for this new record type so that only the relevant fields are on this page.

2. Create a new field on the case object (or other object)
   a. Field type = Checkbox
   b. Name = example: Divert?

3. Optional: Create another field to track the reason for calls to be diverted
   a. This field could be a picklist or text field
   b. Example of Name: Reason for Divert
   c. You could add this field to tracking the ‘Case Field History’ so that logs could be kept for the times that the phone system was diverted/shutdown.
   d. This field could be used to have a custom message to give a reason for the divert.

4. The field(s) created should be added to a case page layout so they are visible for someone to change.
   a. This could be an existing page layout or a new custom page layout

5. Head to the Natterbox Routing Policies
   a. Choose the policy (policies) that you wish to divert.
   b. Go to the beginning of the policy and insert an Action container with a Query Object app.
   c. Query the Case (or other object), filter the results based on Record ID = *id of created record
   d. Return the checkbox field that you created above.
   e. Now, add another Action container and Rule app.
   f. Use the Evaluate option to check the returned checkbox field
   g. If Divert? = True, send the call to a Action container with a Speak app
   h. This Speak app should have a message similar to this “We are unable to answer the phones right now, please leave a voicemail”
   i. Then, add a Finish container with a Voicemail app
   j. If Divert? = False, send the call to the normal call flow as was configured before

6. It is recommended to set up a report to monitor this field and the Case Field Tracking History (if you chose to use that functionality).