Hi Rechelle,
Genesys Cloud does not provide a native UI feature that allows agents to block a caller for a specific period (e.g., 120 days) directly from the platform. However, the following approach can be implemented using standard Genesys Cloud configuration:
1. Create a Data Table to store blocked phone numbers and their expiry dates.
2. Add entries to the Data Table for callers that need to be blocked, including:
* ANI/Phone Number
* Block Expiry Date (Current Date + 120 Days)
3. In the Inbound Architect Flow, add a Data Table Lookup using the caller's ANI.
4. If a matching record is found and the expiry date has not passed:
* Play a message informing the caller that the call cannot be completed.
* Disconnect the call.
5. If no record is found (or the expiry date has passed):
* Continue with normal call routing.
6. Periodically remove expired records from the Data Table or update the logic to ignore entries past their expiry date.
Please note that adding or removing blocked numbers would need to be managed through the Data Table (or via API automation) as there is no out-of-the-box UI option for agents to initiate a temporary caller block.
Regards,
Niraj
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Niraj Kumar
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