Restoring a policy

If you are looking to clone (sometimes referred to as duplicating or copying) a routing policy, you will need to export (make a backup) of the policy and then import the .txt file into a new routing policy. This is can be called restoring a policy. You will then need to add in any unique references back in, for example phone numbers, groups, etc.

Please note: Exporting and importing policies of the system type (i.e. DDI between organization or within the same organization is not supported. 

1. Go to your policy builder

2. Click on new at the top right of your screen:
    

3. In the next screen click on “Upload File” and select your text file that contains your policy.
    

4. Scroll to the bottom and click "Import Policy".

5. When your policy has been uploaded, assign a telephone number, update any group assignments and click Save.

Importing from a different org

If you are importing a policy from a different org (e.g. from a sandbox to production), you might experience an error message. This is because the policy is referencing data points that do not exist in the org it is being imported into. Here are some things to check:

• Group voicemails

• Sound file

• Extensions already in use

The above points are things that cause errors, you might still want to check some configuration so the policy works correctly. Here are some considerations:

• Changing groups in call queues and hunt groups

• Adding inbound numbers (if you need more phone numbers, please contact your Natterbox account manager)

• Checking the extensions aren't already used

• Adding in To Policy references

• Checking the queries have the correct fields

• Checking the evaluates in the rule app reference the desired fields

• Checking the manage properties are using the right macros
  

Importing from the same org

If you are importing a policy to the same org, here are some considerations:

• Check the group (maybe you are copying a policy but changing the groups and users)

• Check you have added the correct inbound numbers

• Check extensions aren't already used
  

Video tutorial

Here is a video on how to make a backup of your policy and restore it: