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, 

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,

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, 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!

HTH

Amber, 

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,

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, 

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,

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!

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!

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.

https://appfoundry.genesys.com/partner/vendor/3b481a7a-e8ac-4dd5-9f10-66f6143a0164

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!

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?

Regards

Garima. 

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.

https://appfoundry.genesys.com/partner/vendor/3b481a7a-e8ac-4dd5-9f10-66f6143a0164

------------------------------
Randy Page
CEO & Founder
StratusCX
randy.page@stratuscx.com

Original Message:
Sent: 02-17-2023 09:09
From: Amber Krueger
Subject: Blocking fraudulent callers?

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!

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?

Regards

Garima. 

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.

https://appfoundry.genesys.com/partner/vendor/3b481a7a-e8ac-4dd5-9f10-66f6143a0164

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!

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.

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?

Regards

Garima. 

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.

https://appfoundry.genesys.com/partner/vendor/3b481a7a-e8ac-4dd5-9f10-66f6143a0164

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!

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.

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?

Regards

Garima. 

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.

https://appfoundry.genesys.com/partner/vendor/3b481a7a-e8ac-4dd5-9f10-66f6143a0164

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!