There are specific circumstances such as harassment or spam callers which create a need to block numbers from reaching a contact center.  Please follow the below steps to ensure these numbers are properly blocked.

Blocking an Inbound Number

  1. Login to Setup
  2. Navigate to the Channels section and locate the Routing Channel

Note: If there is no Routing Channel, please contact Evolve IP support for additional assistance.

  1. Select the Routing Channel and navigate to the Interaction Handling Flow
  2. Navigate to the Branch activity configured for number blocking – see sample below

Note: If there isn’t an existing Branch configured for number blocking, see the Adding a Branch Activity section

  1. Open the Branch by selecting the “Zoom In” icon which will display the list of previously blocked numbers

To add a new number:

  1. Select the “New” icon in the top right corner
  2. Modify the newly added row
  3.  
    1. For Property, select Interaction > Origin DID
    2. For Operator, select Is
    3. Select the P and change the Property Expression to Contact Expression
    4. Enter the number to be blocked
  4. Validate and Deploy your changes.

Adding a Branch activity:

  1. Add a new Branch activity within your call flow from the Flow Control palette before the Load Routing Data activity
  2. Open the Branch by selecting the “Zoom In” icon
  3. Create a new Condition

    1. Rename the condition “Blocked Numbers” instead of the default value
    2. Change the Match condition to Any
    3. For Property, select Interaction > Origin DID
    4. For Operator, select Is
    5. Select the P and change the Property Expression to Contact Expression
    6. Enter the number to be blocked

Note: In some instances the same number may need two separate rows – one that contains the 10-digit number and the other in the format of “+1” followed by the same 10-digit number.

       4. Connect the Blocked Number output leg to a Complete Handling activity to hang up any incoming calls from any blocked numbers

       5. Connect the Default output leg to the rest of your handling flow -- calls that are not blocked will route via the Default leg

Validate and Deploy your changes

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