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.
- In the part of the script where you want the caller blocked, add a Test Variable object.
- 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.
- If true, add a hang up object.
- If false, go to the area that will resume the script for normal processing.
- If needing to block multiple numbers, you can simply continue to add test variables.
- Once complete, go to Customer Experience to ensure blocking is working. Filter should be set to Hang Up by System.