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Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

I don't know if this helps or not, but thought I'd share how I handle blocking numbers. I created a data table that holds the numbers to be blocked and use a call data table action in the call flow to check against it. Anything not on that table follows regular routing.

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

#ArchitectureandDesign

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Kimberly Phelps
Reservations Manager
Dreamscape Companies
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Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

Hi Kimberly,

As others have noted, a DataTable is the best way to have a set place you can add more blocked numbers as needed.

The key though for answering the rest of your question, that is not to disconnect the call for normal callers, just need to ensure you have a decision block like so:

call.ani is the callers phone number, and in Task.CustomerPhoneNumber in this case is the number I want to block, either as a hardcoded value or variable taken from a data table. Then if the number matches, play prompt and disconnect the blocked number, if it doesn't match then it isn't a blocked number so the rest of the flow continues on below. 

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

Hi,

as other mentioned, I think most of us are using Data table to store the blocked numbers. It is convenient for maintenance and within GC interface. 

Maybe you should consider to expend the data table, not to store only the blocked number, but also to associate with the DNIS that is called. I do it in a such way that if I enter single value for DNIS that means the caller is blocked only when call that number, if there's a list of DNIS to prevent only calls to those, and if it is asterisk *, or any other value you want, the caller is blocked for each call.  I also like additionally to define the action for matched entries. For example, due to regulation, maybe you can't disconnect the call but can route it to dummy queue. 

I like that approach that you can easy reuse or extend functionality, not only to focus on a single number and disconnect action. It always depends on specific business requirement and regulations.

Hope this helps,

Hi Kimberly,

As others have noted, a DataTable is the best way to have a set place you can add more blocked numbers as needed.

The key though for answering the rest of your question, that is not to disconnect the call for normal callers, just need to ensure you have a decision block like so:

call.ani is the callers phone number, and in Task.CustomerPhoneNumber in this case is the number I want to block, either as a hardcoded value or variable taken from a data table. Then if the number matches, play prompt and disconnect the blocked number, if it doesn't match then it isn't a blocked number so the rest of the flow continues on below. 

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

This is indeed the best option.

However, this will only work as long as the caller does not start calling on an 'anonymous' basis. 

Experience on our end is that a caller (when using a cell phone) quickly discovers that he is being kickek out or ends up on a dummy queue (with nice music :-) ) and starts calling anonymously. 
Then we won't be able to recognize the number and caller again ends up in the correct queue.

Or is there a way to prevent this???

Hi,

as other mentioned, I think most of us are using Data table to store the blocked numbers. It is convenient for maintenance and within GC interface. 

Maybe you should consider to expend the data table, not to store only the blocked number, but also to associate with the DNIS that is called. I do it in a such way that if I enter single value for DNIS that means the caller is blocked only when call that number, if there's a list of DNIS to prevent only calls to those, and if it is asterisk *, or any other value you want, the caller is blocked for each call.  I also like additionally to define the action for matched entries. For example, due to regulation, maybe you can't disconnect the call but can route it to dummy queue. 

I like that approach that you can easy reuse or extend functionality, not only to focus on a single number and disconnect action. It always depends on specific business requirement and regulations.

Hope this helps,

Hi Kimberly,

As others have noted, a DataTable is the best way to have a set place you can add more blocked numbers as needed.

The key though for answering the rest of your question, that is not to disconnect the call for normal callers, just need to ensure you have a decision block like so:

call.ani is the callers phone number, and in Task.CustomerPhoneNumber in this case is the number I want to block, either as a hardcoded value or variable taken from a data table. Then if the number matches, play prompt and disconnect the blocked number, if it doesn't match then it isn't a blocked number so the rest of the flow continues on below. 

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

This is indeed the best option.

However, this will only work as long as the caller does not start calling on an 'anonymous' basis. 

Experience on our end is that a caller (when using a cell phone) quickly discovers that he is being kickek out or ends up on a dummy queue (with nice music :-) ) and starts calling anonymously. 
Then we won't be able to recognize the number and caller again ends up in the correct queue.

Or is there a way to prevent this???

Hi,

as other mentioned, I think most of us are using Data table to store the blocked numbers. It is convenient for maintenance and within GC interface. 

Maybe you should consider to expend the data table, not to store only the blocked number, but also to associate with the DNIS that is called. I do it in a such way that if I enter single value for DNIS that means the caller is blocked only when call that number, if there's a list of DNIS to prevent only calls to those, and if it is asterisk *, or any other value you want, the caller is blocked for each call.  I also like additionally to define the action for matched entries. For example, due to regulation, maybe you can't disconnect the call but can route it to dummy queue. 

I like that approach that you can easy reuse or extend functionality, not only to focus on a single number and disconnect action. It always depends on specific business requirement and regulations.

Hope this helps,

Hi Kimberly,

As others have noted, a DataTable is the best way to have a set place you can add more blocked numbers as needed.

The key though for answering the rest of your question, that is not to disconnect the call for normal callers, just need to ensure you have a decision block like so:

call.ani is the callers phone number, and in Task.CustomerPhoneNumber in this case is the number I want to block, either as a hardcoded value or variable taken from a data table. Then if the number matches, play prompt and disconnect the blocked number, if it doesn't match then it isn't a blocked number so the rest of the flow continues on below. 

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number

Hello! When I want to add an inbound call flow to block spam calls - it doesn't reset from my main IVR, does it? I am building the call flow and it asks for actions from numbers other than the blocked number. I do not want to reset my main call flow - just block a number