The Block Incoming Calls feature allows you to automatically reject calls from specific numbers. Simply add a telephone number to the blocked numbers list and any inbound calls coming in from that number will automatically be rejected. The call will be blocked at company level and will no longer connect to any agent, calling group or inbound campaign within your organisation.
This feature is only available on incoming calls from outside of your organisation, so no internal numbers can be blocked. The number entered must be in full and the correct international prefix must be selected.
Please note this is an administrator level feature and as such is only available to main root admin user.
How to add a blocked number
Follow the steps below or watch our demo video here
- Navigate to the Profile section of the portal in the sidebar
- Then select the Call Settings option
- The Block Incoming Calls setting is at the top left of the main panel - select the Edit action next to it
- Now on the Block Incoming Calls page, select the correct country code from the drop down
- Now in the number entry field type the number in full
- Once the number has been entered select Add to confirm
- Double check and confirm the number is correct by selecting Save
- A success confirmation appears - click done to complete the process and return to the main page
- The number you have just entered will now appear at the top of list
To delete numbers from the list simply navigate to the relevant line in the blocked numbers list and select the Delete option to the right.
Tip: You can identify nuisance callers telephone numbers from the CloudCall reporting suite and call recordings. Simply search by time/date & account, check the call recording to confirm and copy the caller’s number to the Manage Blocked Numbers list.
How many digits can I add?
Minimum of 4 digits is the only criteria. This is in line with our standard format which covers all major number formats across the world.
Can I block extension numbers?
Internal numbers are excluded from blocking. You can’t add a number from within your own CloudCall org to their blocked number list.
4-digit numbers can be added and will be blocked if the inbound call is presenting those exact 4
numbers. Generally, this is rare however and most external numbers will be hidden or displayed in full.
What if a number I’ve added hasn't been blocked?
This could be a number of things. First check is on the number added, ensure it has been correctly typed in with the correct international prefix. Numbers are displayed differently by various carriers and formats change across carriers and countries, so there may be edge cases where the number added to the blocked list does not match the number being displayed on the inbound call. Also check that the number added isn’t internal to your organisation - internal numbers are not supported and calls from them will not be blocked.
Is there any validation when adding a number to the list?
No, the service will accept a number as long as it meets the criteria (discussed above). So if there is a typo or manual error when adding a number, the number entered will still be added to the list and calls will be blocked from the number entered. An error at this point could end up with important calls not coming through so we have implemented an additional confirmation step in the process to allow for a double check and confirmation the number has been entered correctly.
If a number does get added to the list incorrectly, deleting it within the blocked numbers interface is only a couple of clicks.
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