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Blocking prank calls

  • 1.  Blocking prank calls

    Posted 04-16-2021 08:30
    Good morning to everyone,
    Is it possible to block incoming calls from a specific telephone number on PureCloud? (like a blacklist)
    This is because we have a customer that is receiving a lot of prank calls from a specific telephone number and he wants to block them.
    Thank you in advance.
    Best regards,

    Pietro Messina
    TechneValue GmbH
    pietro.messina@technevalue.com
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

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    Pietro Messina
    TechneValue GmbH
    pietro.messina@technevalue.com
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  • 2.  RE: Blocking prank calls

    Posted 04-16-2021 12:45
    Pietro,

    If the DNIS is assigned to an architect flow yes.  You can set up decision to  disconnect the call based on the ANI in architect.  I have created a data table for our inbound flows that has a list of fax numbers that constantly call no fax numbers and other numbers that are blocked.  I perform a data table look up, then use a decision, and if the ANI is on the list, the call is disconnected.

    If this is a DID assigned to a phone or an employee, then it cannot be blocked.  There is an idea for this:  https://genesyscloud.ideas.aha.io/ideas/CLINB-I-238.


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    Jason Tripp
    Independent Health Association, Inc.
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    Original Message


  • 3.  RE: Blocking prank calls

    Posted 04-17-2021 11:35
    Hi,
    Yes you can block it and following method.

    1.Create a DB table  and add the ANI numbers to be blocked.

    2.In the IVR Check the ANI starting of the call by DB lookup and if matches ANI number disconnect it or if yes go for next step in the flow.

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    Raghava PVDS
    Cognizant Technology Solutions India
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    Original Message


  • 4.  RE: Blocking prank calls

    Posted 04-19-2021 08:23
    I am doing something similar to Raghava PVDS described and it is very effective.

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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    Original Message


  • 5.  RE: Blocking prank calls

    Posted 04-21-2021 19:30
    Agreed. I also proactively pulled the top 25 SPAM callers from a monthly updated source (will have to go find the bookmark and post it here) and used them to block calls.  Due to a problem with "inappropriate callers" to a nurse's group, I set up a self service blocking request in ServiceNow that went to the Ops team to quickly block them in the middle of the night.  We made a lot of friends very quickly.

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    Kevin Brown
    Cognizant Technology Solutions

    I've been working and playing with Genesys since 1995
    Arizona, USA
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    Original Message


  • 6.  RE: Blocking prank calls

    Posted 01-19-2022 14:16
    Any examples of call flows that can be shared here?

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    Brenda Wynne
    Alcon Vision LLC
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    Original Message


  • 7.  RE: Blocking prank calls

    Posted 01-19-2022 14:32
    Hi Brenda
    Not sure if this is what you need, but here's the task in one of my call flows. Prior to using a data table, I was adding each number to be blocked to each call flow, which was a difficult to manage and time consuming. The data table works great. If the caller ANI is found on my data table ("DA Nuisance Numbers"), it disconnects; if not, it moves on to the next designated task in the flow.


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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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    Original Message


  • 8.  RE: Blocking prank calls

    Posted 01-19-2022 14:39
    Thank you Emily!!!  This is perfect.  We are also blocking calls using Architect and agree a data table is much easier to maintain!!

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    Brenda Wynne
    Alcon Vision LLC
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    Original Message


  • 9.  RE: Blocking prank calls

    Posted 01-21-2022 11:07
    Hi Emily,

    Thanks for providing this flow example , this is super helpful , we have a similar request however was just wondering how to create the expression " left(right "

    Appreciate your feedback

    Regards

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    Mohamed Hussein
    HelloFresh
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    Original Message


  • 10.  RE: Blocking prank calls

    Posted 01-23-2022 15:47