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  • 1.  Blacklisting Phone Numbers

    Posted 10-17-2024 14:10
    No replies, thread closed.

    Hi all,

    We are trying to entertain the idea of using triggers and data action from this blueprint Blacklisting Phone Numbers (genesys.cloud) to block or blacklist unwanted phone calls from specific numbers. I followed the instructions in the blueprint but for whatever reasons, it is not working for all of the numbers within the Organization. For example, I added my cell phone number to the table and tried calling our main line and a few of our users, for some it disconnects as expected but there are some numbers when I call, it rings or goes to the user's voicemail if they are not available. Anyone has experienced this issue or has suggestions on what may be causing it to behave that way? Any suggestion is very much appreciated.

    Thank you


    #Telephony

    ------------------------------
    Pierre Mathurin
    Numerica Credit UnionUnited States
    ------------------------------


  • 2.  RE: Blacklisting Phone Numbers
    Best Answer

    Posted 10-18-2024 15:29
    No replies, thread closed.

    I am assuming there is not a true match for the table.  I think the Blueprint is looking at e.164 numbers so you need to enter +1NxxNxxXXXX in the data table for that to work.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Blacklisting Phone Numbers

    Posted 10-18-2024 18:33
    No replies, thread closed.

    Robert,

    Thank you for your response. I checked the table, and everything looks good. My problem is, it works for some of the assigned DID where it disconnects the call as soon as you try to dial, but there a few that it tried to connect the call with the user and it's just flashing on their screen, and they can't answer it. But if I reassign the DID to a different user such as myself and try to dial, it behaves as designed. I am not sure if this has anything to do with the triggers, but it does not seem like it's the number being dialed or what's in the table.
    Also, in my case it doesn't even work with the "+" sign, it only works with the 1xxx in the data table.
    Thank you



    ------------------------------
    Pierre Mathurin
    Numerica Credit UnionUnited States
    ------------------------------

    Original Message


  • 4.  RE: Blacklisting Phone Numbers

    Posted 10-20-2024 14:33
    No replies, thread closed.

    One thing to realize that this method will only work if your calls go through the flow.  For DID calls, you will want to use the Direct Routing that is coming out in a  week or so - good timing.  Direct routing overview - Genesys Cloud Resource Center



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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