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Blocking Caller From Calling Certain DIDs

  • 1.  Blocking Caller From Calling Certain DIDs

    Posted 03-19-2026 15:33

    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

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


  • 2.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-19-2026 15:41

    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. 



    ------------------------------
    Daniel Bergland
    Senior Operations Contact Center Engineer
    ------------------------------



  • 3.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-20-2026 03:01

    Hi Daniel, How would you disconnect the caller from a workflow? As far as I am aware, using a data action for the API to disconnect would require user context?



    ------------------------------
    Kevin Young
    TTEC Digital, LLC
    kevin.young@ttecdigital.com
    ------------------------------

    Original Message


  • 4.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-20-2026 09:06

    In the workflow set flow.conversationId variable as Input to flow under Data, and you should be able to use that in the data action do disconnect that particular conversation. 



    ------------------------------
    Daniel Bergland
    Senior Operations Contact Center Engineer
    ------------------------------

    Original Message


  • 5.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-20-2026 09:13

    Unfortunately you cannot disconnect an interaction via data action/api unless you are within a user context, like a script.



    ------------------------------
    Kevin Young
    TTEC Digital, LLC
    kevin.young@ttecdigital.com
    ------------------------------

    Original Message


  • 6.  RE: Blocking Caller From Calling Certain DIDs
    Best Answer

    Posted 03-19-2026 15:45
    Edited by Samuel Jillard 04-07-2026 04:19
    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.



    ------------------------------
    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.
    ------------------------------



  • 7.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-19-2026 15:51
    Edited by Tim Seneca 03-20-2026 08:40

    Hi Kaio,

    This caller 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


  • 8.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-20-2026 02:34

    Hi Tim,

    For these kind of DIDs we normally assign them to a Inbound call flow instead. After data table lookup the flow can then transfer to User/Number/Group or hangup, with more control over fail over scenarios such as forwarding on no answer, voicemail etc..
    If using a BYOC and the outbound cli is important to keep, then you can assign a 'fake' number that can be transformed by the trunk on outbound call.

    hope that helps,



    ------------------------------
    Kevin Young
    TTEC Digital, LLC
    kevin.young@ttecdigital.com
    ------------------------------



  • 9.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-20-2026 09:15

    hi @Tim Seneca

    You can achieve this in Genesys Cloud by forcing those DIDs to enter an inbound call flow, even if they currently ring users directly. This gives you full control to restrict specific ANIs only for those DIDs, without blocking the customer from calling your main numbers - which aligns with what Legal requires.

    How to implement it

    1. Route the affected DIDs to an Inbound Call Flow

    Instead of pointing those DIDs directly to users, assign each to a simple Architect inbound flow.
    This is the key step - once the DID enters Architect, you can apply conditional logic before the call continues.

    2. Use a Data Table for restricted callers

    You already have a data table for fully blocked callers.
    Here, create a second table with DIDs that should be "ANI‑restricted".

    Example structure:

    Column Value
    DIDNumber +12025550123
    Notes Exec DID – restricted

    3. Add logic in the flow

    At the start of the inbound flow:

    1. Check if the caller ANI exists in the restricted‑caller table.

    2. If yes, check if the CalledAddressOriginal (the DID) exists in your "restricted DIDs" table.

    3. If both match → decide what happens:

      • Play a message (e.g., "This number cannot be reached directly"),
      • Hang up,
      • Or redirect to your main queue or reception.

    4. If no match → transfer normally to the user/number/group.

    This achieves selective blocking without violating the requirement to allow the customer to reach your organization through normal channels.

    Why this works

    As others mentioned, using Architect is the only way to control inbound behavior on a per‑DID basis.
    This approach also avoids the need for API disconnect actions (which require user context, as Kevin noted), because the hang up or redirect actions inside Architect do not require any special permissions.

    Optional improvement

    If you're using BYOC and need to preserve outbound CLI for those users, you can assign a placeholder number to the DID in the flow and rewrite it at the trunk level as Kevin suggested.

    Let me know if you want a sample flow outline - happy to share.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------

    Original Message


  • 10.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-20-2026 09:58

    The issue with all of the suggestions you have here, is that once you direct that DID to the flow you have no ability to use that DTID for outbound calls. If these people happen to be agents on the system with a GCX license, then direct routing is definitely the better way to go. This allows agents to have the inbound DID and outbound DID but is treated as a call through a call flow. With that call flow you can do things like the table lookup for restriction of calling the DIDs directly.



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

    Original Message


  • 11.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-24-2026 22:43

    Hi Robert,

    We have implemented direct routing for one of our customers but it came with some limitations i) users ability to access their voicemail mailbox by dialing *86 ii) supervisors ability to monitor calls of their team.

    And when we raised these issues with Genesys support, we were told they were the limitation of setting the direct routing DID as the primary phone number in the user profile. And were asked to set a different DID as primary phone number which defeated the purpose of assigning the DID as primary number to advertise it as CLI on Outbound calls.

    So we implemented a workaround of assigning the DID with a different country code. And in the external trunk's Identity -> Calling -> Address Transformation, converted the numbers matching the prefix back to the original DID.

    Thanks & Regards

    Dhana



    ------------------------------
    Dhanalakshmi Vasudevan
    ------------------------------

    Original Message


  • 12.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-24-2026 23:39

    You can set Direct Routing DID to any of the numbers - I usually use Work2 or Work3.  I usually set the primary as their extension number or a fake DID.  When dialing out of the Direct Routing queue, it will pickup whatever number you have assigned for the direct routing integration (don't miss that step!)  As for the *86, after you set the primary, you should have that back.  If not, setup a DID to a flow with remote access to voicemail. 



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

    Original Message


  • 13.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-25-2026 07:51

    Hi Cesar,

    I would love to see a sample flow if you have a moment.

    Thank you,

    -Tim



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

    Original Message


  • 14.  RE: Blocking Caller From Calling Certain DIDs

    Posted 03-25-2026 08:35

    I've already implemented it this way with a "small" difference, it doesn't need to be a separate flow for each number.

    You only need to have one(1) inbound call flow and one(1) call routing with ALL the numbers.

    The difference is that you will need one more data table.

    Coluna 1 = DID
    Coluna 2 = Usuário

    When the call arrives, it will validate against the blocklist data table, as Cesar mentioned.
     
    Then it will validate the second data table, checking the DID number in column 1, and using column 2 to determine which user will forward the call.


    ------------------------------
    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.
    ------------------------------

    Original Message


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