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Blocking certain customers phone calls and chats

  • 1.  Blocking certain customers phone calls and chats

    Posted 03-08-2021 15:26
    Hello,

    We have Pure Connect 2019 R2.  Is there any way to block a certain consumer from calling our call center and creating a chat thru on genesys system?

    Thanks,​
    #Telephony

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    Horacio Gutierrez
    California Department of Insurance
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  • 2.  RE: Blocking certain customers phone calls and chats

    GENESYS
    Posted 03-09-2021 10:44
    Horacio,

    Can you clarify whether you are referring to Telephone Calls or Web Chats?

    Assuming you mean Telephone Calls, please take a look at this thread. As you can see, the solution probably involves Handlers, so I would recommend taking the Handler training from Beyond.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Blocking certain customers phone calls and chats

    GCAP Member
    Posted 03-17-2021 12:10
    Edited by Richard Chia 03-17-2021 12:26
    This is for calls - you can block via attendant.  No handler needed

    1. Create new profile - as an example - called Blocked Callers

    2. In the profile
        a. Under Use the profile to process incoming calls with any of the following DNIS (the number the caller dialed) values:
            Enter the number that is being called
            Activate the selection box

        b. Under Use this profile to process incoming calls with any of the following ANI (the number form which the caller is calling)) values:
            Enter the number you want to block
            Activate the selection box

    3. Add a disconnect step to the profile - make sure that is default action

    4. Publish

    5. Test

    6. You can add multiple numbers in the dialer called ibox and also in the number from which the caller is calling box.

    Regards

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    Richard
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  • 4.  RE: Blocking certain customers phone calls and chats

    GENESYS
    Posted 03-17-2021 13:11
    Richard,

    That solution will work if the calls are coming in via Attendant. Calls routed via the DID / DNIS will still get through, though, and the fix is to use a Custom Handler called from CustomAnswer.

    Just for the sake of completeness :-)

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    Paul Simpson
    Senior Technical Instructor
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