Call Blocking allows agents with Manage Voice permission to prevent specific phone numbers—or patterns of numbers—from interacting with your support lines. This helps reduce spam, robocalls, and nuisance callers, ensuring agents can focus on genuine customer conversations.
This article explains how call blocking works, how to configure it, and what agents should expect once a number is blocked.
Purpose of Call Blocking
Call Blocking gives you the ability to:
- Stop unwanted callers from reaching your phone lines
- Reduce spam and robocalls
- Prevent abusive or known-problem callers
- Maintain the quality of the support environment
Once a number or pattern is blocked, the system ensures it cannot impact your queues, agents, or reporting.
Scope of Call Blocking
Call Blocking applies system-wide and affects both inbound and outbound calls:
- Inbound calls from blocked numbers are disconnected immediately.
- Outbound calls to blocked numbers are not allowed.
- Blocked numbers never reach IVR, queue, agents, or voicemail.
- Tickets are not created for blocked calls.
- Blocking is configured at the account level.
- E.164 format is recommended for exact number blocking.
How to Access Call Blocking Settings
- Go to Contact Center → Blocked Numbers
- This opens the account-level block list
- From here, you can view, add, edit, or remove blocked numbers and patterns
Adding Numbers or Patterns to the Block List
You can block numbers using any of the following match types:
1. equals_to (Exact Number Match)
Use this to block a specific phone number.
- Must be in E.164 format
Example:+14080000000
2. starts_with (Prefix Match)
Use this to block a range of numbers that start with the same sequence.
Example: +37134
Validation rules:
- Must start with a +
- Must be followed only by digits
- Must include at least 4 digits after the +
(This prevents unintentionally blocking entire country codes)
Managing Existing Entries
From the Blocked Numbers screen, you can:
- Edit any existing number or pattern
- Remove (unblock) a number or pattern anytime
Changes take effect immediately.
Caller Experience
If a blocked caller attempts to reach your support line:
- The call disconnects immediately
- They do not enter the IVR, queue, or voicemail
Agent Experience
Inbound Calls
- Agents never see or receive calls from blocked numbers
Outbound Calls
If an agent tries to dial a blocked number, they will see:
“The number you entered is blocked.”
The outbound call is not initiated.
Ticket & Recording Behavior
- Blocked calls do not generate tickets
- No recordings are created for blocked calls
- Blocked calls do not appear in reports