Admins can disable incoming calls on a specific phone number without removing the number. When disabled, callers are handled gracefully — either directed to voicemail or played a message before disconnection, depending on your configuration.
Ensure the role has the Manage Voice permission enabled.
How to Disable Incoming Calls
- Go to the Contact Center Settings page.
- Select the phone number you want to configure.
- Navigate to the Call Settings tab.
- Toggle off Incoming Calls.
Once disabled, additional options will appear to configure how callers are handled.
Configuring Caller Experience
When incoming calls are disabled, you can choose what callers hear:
If Voicemail is enabled:
- Toggle on Voicemail and select a Voicemail Greeting (type: Voicemail) to be played before the caller is prompted to leave a message.
- A ticket will be created for each voicemail received.
- The call status is marked as Completed (Voicemail) if the caller leaves a message, or Abandoned on Voicemail if the caller hangs up without leaving one.
If Voicemail is disabled:
- Toggle off Voicemail and Select a No Voicemail Greeting (type: No Voicemail) to be played before the call is disconnected.
- No ticket is created.
- The call status is marked as Rejected.
Note: The Voicemail toggle and its related fields are only visible when Incoming Calls is disabled.
Impact on Active and Queued Calls
When incoming calls are disabled, the number will not ring any agents. Active calls already in progress at the time of the change will not be affected and will complete normally.
For calls still waiting in the queue at the time of the change:
- Calls that have already been broadcast to an agent will be handled as normal.
- Calls that have not yet been broadcast to an agent will be rejected. No ticket will be created and callers will not be directed to voicemail.
Callback requests:
- Callers waiting in the queue cannot request a callback once incoming calls are disabled.
- For callback requests made before the toggle was disabled:
- If the callback had already been broadcast to an agent, it will be honoured and completed as normal.
- If the callback has not yet been broadcast to any agent, the call will be rejected and no ticket will be created.