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Blocking fraudulent callers?

  • 1.  Blocking fraudulent callers?

    Posted 02-17-2023 09:09

    Hi - 

    Is there a way to block certain phone numbers from being able to get through all of our toll-free numbers housed in our instance of Genesys? We've uncovered some fraudsters and would like to prevent them from being able to reach us. I have not found any resources that tell us how to block phone numbers. Any guidance is appreciated. Thanks!


    Amber Krueger
    Ultimus Fund Solutions, LLC

  • 2.  RE: Blocking fraudulent callers?

    Posted 02-17-2023 10:58


    You can use data tables to hold list of blocked Caller IDs and include a step in the flow to hang up or play a message to these callers (e.g. number is not in service). 

    However, Caller ID is trivial to change so it probably won't permanently block out the fraudulent calls. 

    Hope this helps,

    Ivan Kovacevic
    Star Telecom

  • 3.  RE: Blocking fraudulent callers?

    Posted 02-17-2023 12:26

    Amber, to add to @Ivan Kovacevic 's suggestion, if you have a lot of flows, I would create a Common Module that does whatever routing / capture / deflection you want and then call that at the beginning of all flows. This makes maintenance much easier!


    Paul Simpson
    Eventus Solutions Group

  • 4.  RE: Blocking fraudulent callers?

    Posted 02-18-2023 06:25

    Excellent suggestion, Paul!

    George Ganahl GCP (Genesys Cloud)
    Principal PS Consultant

  • 5.  RE: Blocking fraudulent callers?

    Posted 02-18-2023 09:03

    Hi @Amber Krueger 

    Some posted a flow example how they implement Blocking fraudulent callers on the link below. You can also include a flag to permanently block or set a time since fraudsters will use any phone number and this could be one of your valid client's phone #. You can also add field how requested and reason

    Vincent Sabolboro
    ATB Financial

  • 6.  RE: Blocking fraudulent callers?

    Posted 02-21-2023 16:21

    Hi Amber,

    Great timing!  We are in the process of releasing two apps into AppFoundry to address this issue.  One is CallBlockerUC (for Communicate/Unified Communications) and the other is CallBlockerCX (for Contact Center).  Both apps integrate a robo call blocker (like you might have on your mobile) to prevent the calls from ever reaching you.  UC is live in the store now and CX has been approved by Genesys and should be live in the next few days.  I'd be happy to setup a trial if you like.

    Randy Page
    CEO & Founder

  • 7.  RE: Blocking fraudulent callers?

    Posted 02-22-2023 03:50

    Hi Amber ,

     Our client is thinking to assign DIDs to agents directly and hence all customer calls will straightaway land to agents. Can CallBlockerUC integrate with GC2/GC3 and help solve this situation?



    garima balodi
    Tata Communications Limited

  • 8.  RE: Blocking fraudulent callers?

    Posted 02-22-2023 09:19
    Hi Garima,

    CallBlockerUC works with individual users within your org that have their own DID assigned to them, so this product works with the scenario you described.

    CallBlockerCX works with call flows.  It basically sits in front of your current call flow(s) and evaluates all incoming calls.  If the call is not a robo/spam call, it allows it to continue through your current flow.  If it is identified as robo, you can have the call automatically disconnected OR use a voice CAPCHA to make sure the caller is not a valid customer who happens to have a new phone number that was recently used by robo callers.

    Hope that helps,


  • 9.  RE: Blocking fraudulent callers?

    Posted 03-07-2023 19:47

    You can accomplish this without paying for an app, and with a teeny tiny bit of Genesys architect magic:

    Use the recently release Event Triggers, specifically the Customer.Start event. Use the trigger to run a workflow that checks on the data table method mentioned in earlier parts of the thread, and if the number is on the naughty list use a Data Action to post a disconnect to the API. This will intercept and disconnect the call before it can make a ring or alert on the user station, or before the caller can make it through any inbound flow steps.

    Brad Murlin
    Zillow, Inc.

  • 10.  RE: Blocking fraudulent callers?

    Posted 03-08-2023 07:55

    @Brad Murlin, interesting... I will have to check those out.

    That being said, I think @Randy Page's solution also bundles in the robocall detection piece, as opposed to relying on a built-in list. Both have their place and are useful!

    Just my 10 cents.

    Paul Simpson
    Eventus Solutions Group

  • 11.  RE: Blocking fraudulent callers?

    Posted 03-09-2023 03:45

    I do this with a data table and a wrap code so I know they are dodge (for reporting) but I also have a spam/nuisance caller wrap code that the agents can apply to it, I then do a quick check every morning and add the said ANI to the table.  you could in theory create a button on a data scrip that would allow the agents to add, but I prefer to check as they be a bit gung-ho sometimes

    Andy Jackson
    Ten Lifestyle Management Limited

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