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  • 1.  Issue with blocking incoming number

    Posted 08-29-2025 12:32

    Hello,

    I tried to block an incoming number as described in the procedure

     Block incoming calls from specific numbers - Genesys Cloud Resource Center

    However, the number is still not being blocked, and we continue to receive abusive calls from it.

    Could you please clarify if I might have made a mistake somewhere?


    #ArchitectureandDesign
    #Telephony

    ------------------------------
    Rihab
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  • 2.  RE: Issue with blocking incoming number

    Posted 08-29-2025 16:34

    Not to knock that presenter, but that is NOT the way to accomplish this as you have to open Architect EVERY time you need to add a number.  I prefer a method were you have a data table with the phone numbers as a key.  Then in your flow, use a Table lookup using Right(call.ANI, 10) as the input and if found, play our message.  If not, let it go through.  Much more simple and easier to manage by adding numbers to the table.  You can even allow a data action in an agent script to allow updating the table.  



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


  • 3.  RE: Issue with blocking incoming number

    Posted 08-30-2025 04:33

    A agree with Robert, have a data table and just add it to the data table.  we do the same also with emails to block spam 



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    Andy Jackson
    Senior Unified Communications Engineer
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    Original Message


  • 4.  RE: Issue with blocking incoming number
    Best Answer

    Posted 09-01-2025 10:34

    Data Table is the way to go :)

    If you want to be able to handle numbers of any length (and/or country code) one way is to use ToPhoneNumber(Call.ani).e164 which will convert the phone number to a string in e164 format.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 5.  RE: Issue with blocking incoming number

    Posted 09-04-2025 12:53

    Agreed on the data table as the way to go for ease of maintenance.

    For the current situation, take a look at the Execution Data in Architect to see what is being evaluated in the Decision action and make sure the value evaluated matches the number it is being compared to.



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    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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    Original Message


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