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Block Numbers in 8x8 Contact Center

Updated: 04/03/2024

Objective

Blocking unwanted calls in 8x8 Contact Center.

Applies To

  • 8x8 Contact Center
  • Configuration Manager for Contact Center

Procedure

There are three steps that need to be completed to block calls in 8x8 Contact Center
  1. Create or edit a custom Customer Field to flag phone numbers to block.
  2. Create a Phone Script to recognize and end calls from customers with the blocked number flag set.
  3. Create or edit a Customer Record with the phone number to block, and the blocked number flag set.

Create a Custom Customer Field for Blocked Numbers

  1. In Configuration Manager for Contact Center, go to CRM > Fields > Customer Fields.
  2. Click + to add a Customer Field.
  3. For the Data Type, select Pick List.
  4. Enter the following values:
    • Field Name: numberblocking
    • Display Label: Blocked Numbers
  5. From the Pick List Values drop-down, select Edit Pick List Values.
  6. Click + Pick List Value. Do this twice for a total of two values.
  7. In the value column, name the default value Not Blocked and the second value Blocked.
  8. Click Save.

Create a Script to Block Callers with the Blocked Flag Set

Note: It is recommended that you create a copy of the existing script you want to change and edit that, rather than editing the original script.
  1. Go to Scripts. The Phone tab comes up by default.
  2. Click Add new phone script.
  3. Give the script a name and select the script you want to copy in the Copy script from drop-down.
  4. Click Save.
  5. Click Main IVR.
  6. Add the Check ANI script object and label it Check for Blocked Numbers.
  7. Click Contact Found, then Add, then add Check Picklist.
  8. Name the pick list Block Calls.
  9. Under Data to test, select the Blocked Numbers pick list you created.
  10. Under Select Operator, select Is equal to.
  11. Check the box next to Blocked.
  12. Click OK.
  13. In the IVR, click Matched, then Add, then add Hang Up.
  14. Click Save.

Create a Customer Record with the Number to Be Blocked

  1. Log into 8x8 Agent Workspace as an agent with the privileges to create and edit customers.
  2. Go to the Customers tab in the CRM panel.
  3. Click Search, then click Advanced.
  4. On the Advanced search page, search by Voice, then type in the phone number you wish to block, without spaces or dashes.
  5. If you find a customer record with the number to block, select that record and edit it, then proceed to Step 9.
  6. If you did not find the number you want to block, click + New Customer at the top right of the search results.
  7. Enter the required fields for the customer whose number you want to block. Note: A UK telephone number should save as E164 format, i.e., +44xxxxxxxxx.
  1. Set the custom pick list field for blocked numbers to Blocked.
  2. Click Save.