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Block a Number in Contact Center When Using an External CRM

Objective

Block a caller from entering your 8x8 Contact Center queues when using an external CRM.

Applies To

  • 8x8 Contact Center Scripting
  • Number Blocking

Procedure

When using an external CRM, blocking numbers using a pick-list will not work. Instead, insert Test Variable objects in the script that will check the caller's ANI.
  1. In the part of the script where you want the caller blocked, add a Test Variable object.
  2. Edit the object using the $callerPhoneNumber condition = ANI of caller you want to block. This number needs to match the inbound ANI Contact Center is seeing in the script and in a lot of cases might not include a +1.
  3. If true, add a hang up object.
  4. If false, go to the area that will resume the script for normal processing.
  5. If needing to block multiple numbers, you can simply continue to add test variables.
  6. Once complete, go to Customer Experience to ensure blocking is working. Filter should be set to Hang Up by System.