Blocking inbound calls from reaching your agents by adding them to your Filter Phone Group (aka Blacklist) only takes a few steps and can help prevent unwanted inbound calls to your call center.
Step by Step Guide:
Log into your Admin portal and Navigate to the Filter phone group section by using the dashboard menu and clicking on Inbound Filter phone group
Select the Add/delete FPG tab
Note: You will need a filter phone group before you can add/delete phone numbers.
- If your blacklist is created, click the modify button to update the group if needed.
- If no blacklist is created, click the "+ Add phone group listing" button and create one following the steps in the image below:
Once you click the Add/delete FPG tab, you should have your blacklist selected in the filter phone group field.
In the Add/Delete field, choose "Add" from the drop-down menu and then enter the phone number you wish to block. Choose "Delete" from the drop-down menu and then enter the phone number if you wish to remove it from the black list.
Make sure to include both the 10 digit and 11 digit version of the phone number.
- If you do not add the phone number in this format, it may still be possible for it to inbound call your system.
- Each number also needs to be separated by a new row.
When you're finished, you should have 2 entries similar to the below example:
- 9998881122
- 19998881122
Click "Submit" to finish adding the numbers.
If you would like to export a CSV. file or see a list of phone numbers currently in your blacklist, simply click the Export button at the bottom right of the screen.
Note:
You can also add keywords as they show on the callerID to your Blacklist. Keywords such as 'Anonymous', 'Blocked', 'Unknown', 'Private', etc can all be added to your filter phone group and blocked when attempting to inbound call your system.