A place to ask questions, connect with others, and stay in the know
This approach blocks all calls coming from the PSTN, regardless of type. If you are referring to a SIP REFER, then it must have an attached ANI.
Patrick, It is tedious to go back and redo all of your call flows. However, if you add this at the top of each one when it is being modified, it isn't much work at all. We used this approach at a healthcare company and after two or three months, we had them completed. We then focused on the remaining call flows (apps over in Engage Cloud) and those were completed in 2 days by one member of the Dev team, if memory serves me right.
Stuart, agreed. We made a feature request to add this into every starting call block in Designer as Out of Box for Engage Cloud, along with an associated data table. It wasn't difficult at all to do this after the fact, but if it was put out there as a default, more companies would build it into every call flow/app from their start with Genesys. And 250 phone numbers is not nearly enough for most enterprise companies. Engage Cloud isn't limited by this restriction and we had much more than that.
When I left, we were in the process of allowing end users to block phone numbers via an API through ServiceNow. If they did it for nefarious reasons, their employee ID was logged. This helped us with repeat abuse callers in the nighttime as well as faxes misdirected to high volume TFNs. This happens many times every day in healthcare firms, so it's a big issue.
In Genesys architect
Starting Task = Call Blocked
(Add a Data Table Lookup)
Data Table Lookup
Data Table (Name = anything you want, for this example, we'll call the Data Table "Blocked")
ANI to be blocked - Must be in E164 format (+15555555555)
Found = Disconnect
Not Found or Failure = Jump to Menu (this is the start of your call flow)
Go to "Data Tables"
Create a Data Table called "Blocked"
Name = Blocked
Division = Home (or whatever division you are using)
Notes (optional) - "Blocking spam calls"
Reference Key Label = ANI to be blocked - Must be in E164 format (+15555555555)
When you add a phone number to the data table to be blocked, add it like this "+18085551234" (no quotes)
That should do it.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.