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  • 1.  Blocking Caller From Calling Certain DIDs

    Posted 2 hours ago

    Good Day All,

    Is there a way block an incoming phone # from calling a specific DID(s)? I have a caller that keeps calling certain DIDs (including our senior leadership) to bypass the proper methods. I do have a data table in our main call flow setup that blocks certain numbers from calling in all together. Our legal department has advised we cannot not block the customer from calling in completely. Could you please show me how to achieve this if possible?

    Thanks,

    -Tim


    #ArchitectandDesign
    #System/PlatformAdministration
    #Telephony

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    Tim Seneca
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  • 2.  RE: Blocking Caller From Calling Certain DIDs

    Posted 2 hours ago

    I would create a trigger on all inbound voice calls to a workflow.  In the work flow have it check a data table based on the ANI for restricted callers. If they are found then have a second data table with the DIDs you do not want them calling. If it matches both then add whatever you want to disconnect or reroute the caller. If no matches just end the workflow. 



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    Daniel Bergland
    Senior Operations Contact Center Engineer
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    Original Message


  • 3.  RE: Blocking Caller From Calling Certain DIDs

    Posted 2 hours ago
    Edited by Kaio Oliveira 2 hours ago
    I believe I didn't understand the question.
     
    You already have a data table that does the blocking, right?
     
    The question is how to block for specific numbers?
     
    If that's the case, you can put a "Decision" at the beginning of the flow:
     
    Call.CalledAddressOriginal == "phone1" or
    Call.CalledAddressOriginal == "phone2" or
    Call.CalledAddressOriginal == "phone3" or
    Call.CalledAddressOriginal == "xxx"
    (If you want to include the DNIS in a data table as well, it would be even better, as you could manipulate it without having to edit the flow.)
     
    If the result is "yes", query the data table and if the call.ANI number is in the table, block it/disconnect or play audio for system not available por exemple.
     
    If the result is "no", do not query the data table and continue the flow.
     
    This ensures that you can block the ANI for some DNIS numbers and not for all DNIS numbers.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 4.  RE: Blocking Caller From Calling Certain DIDs

    Posted 2 hours ago
    Edited by Tim Seneca 2 hours ago

    Hi Kaio,

    This caller was has been calling certain employees using their DIDs instead of going through the proper channels like calling the main number & speaking to an agent. This person is not calling a number belonging to a call flow. I need to be able to block this caller's # from calling these certain DIDs directly. 

    Thanks,

    -Tim



    ------------------------------
    Tim Seneca
    ------------------------------

    Original Message


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