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  • 1.  Block Calls coming directly to agents' number

    Posted 07-29-2024 10:50
    No replies, thread closed.

    #Telephony

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    John Francis
    Empeople Credit Union
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  • 2.  RE: Block Calls coming directly to agents' number

    Posted 07-30-2024 10:12
    No replies, thread closed.

    Hi John,

    Genesys doesn't have a native block list, that I know of. The only way we're able to block calls is by putting numbers behind a common module that references a data table. Said table holds all of our blocked numbers. If number is on list = play blocked messaging + disconnect. Obviously, this is very inefficient for individual agents, so we only do this as needed. We use the same strategy for our toll frees when issues arise. 



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    Caleb Smith
    Interstate Gas Supply, Inc.
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    Original Message


  • 3.  RE: Block Calls coming directly to agents' number
    Best Answer

    Posted 07-30-2024 13:15
    No replies, thread closed.

    John,

    Take a look at this thread. If you scroll down you will see @Ramu P mentions a very interesting GIT repository posting here.

    Now, I have not attempted this myself, and I don't know if it would work for DID calls to a User, but it's worth a shot! What I like about it (assuming I'm reading it correctly) is that it does not require the usual Common Module approach that then has to be called from all Inbound flows.

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


  • 4.  RE: Block Calls coming directly to agents' number

    Posted 07-30-2024 15:29
    No replies, thread closed.

    Hey John,

    Could you elaborate a little more on what you're trying to accomplish / what the use case would be? Are you trying to stop ALL calls being routed directly to an agent with a DID? Are some agents receiving spam calls to their DID?

    Depending on the scenario, this could be accomplished in a few different ways, such as removing the DID number from the agent's profile, having their numbers route to a queue to be blocked, adding their numbers to a Data Table and performing some action, etc.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


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