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  • 1.  How to efficiently block spammers from calling employee DIDs

    Posted 3 days ago

    I have an employee who is receiving spam calls on his direct line. I'm aware of https://help.genesys.cloud/articles/block-incoming-calls-from-specific-numbers/ but I believe that is only for a call route.  Is it correct to say that I will need to convert the employee's DID into a call route in order to make use of that article, and then transfer the non-spam calls to his User account?  Is there a more efficient way to apply that (especially if other people want to block that spammer), or is it a 1-call-route-per-spammed-employee situation?

    I suppose there's also the option of asking our carrier to block numbers, but I'd like to be prepared for the day we might go fully cloud-based.


    #ArchitectandDesign
    #Telephony

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    Oesten Nelson
    State of Illinois - State Universities Retirement System
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  • 2.  RE: How to efficiently block spammers from calling employee DIDs
    Best Answer

    Posted 3 days ago
    Edited by Jason Kleitz 2 days ago
    Create a data table called blocklist.
     
    Add only the key field, for example ANI.
     
    At the beginning of your flow, read the data table; if you find the number, disconnect (you can even apply a wrapup code like blocklist, for example); if you don't find it, follow the normal flow path.
     
    This allows anyone who has access to a data table to add numbers quickly and easily.

    Edit: 

    Sorry, I just realized it's a direct DID to the user.
     
    One solution would be to have another data table where you'll have the DID x User and use the preferred agent.

    Only one flow would be needed, not one per user.

    The first data table would be from the blocklist; if the number ANI is on the list, it will disconnect them.
     
    If the number is not on the list, it will query the second data table by DID number and see who the user associated with that number is.


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

    Original Message


  • 3.  RE: How to efficiently block spammers from calling employee DIDs

    Posted 3 days ago

    Thanks Kaio!  That sounds like a good way to implement this if I start getting more spammer-block requests, thank you.  What did you mean by "use the preferred agent", though?



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    Oesten Nelson
    State of Illinois - State Universities Retirement System
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    Original Message


  • 4.  RE: How to efficiently block spammers from calling employee DIDs

    Posted 3 days ago
    Oesten, 
    This is only necessary if you want to send the transfer to a queue (searching for the "owner" of the number) and not when transferring directly to the user.
     
    But if the intention is to transfer the number directly to the user, it's not necessary.


    ------------------------------
    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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