Overview
The Inbound Deny List lets you block specific numbers from reaching your agents by routing them to a particular IVR whenever they call inbound, regardless of which inbound number they dial. This is useful for preventing nuisance callers, known spam numbers, or any number you want to handle separately from your standard inbound flow.
To access it, go to Admin > General> Inbound Deny List.
Note. You'll need to create the IVR you want blocked numbers routed to before adding entries to this page. This could be a message explaining the call cannot be taken, hold music, or a hang-up element — whatever suits your needs.
Page controls
| Control | Description |
|---|---|
| Refresh | Reloads the page to pick up any changes made by other users since you opened it. |
| Search bar | Search through the numbers on the list. Useful when you have a large number of entries. |
| Add | Adds a new row to the table, allowing you to enter a number and select the IVR it should be routed to. |
| Save | Saves any additions or changes. Always save before navigating away from the page. |
Deny list table
Each row in the table represents one blocked number. The columns are grouped into three sections.
Details
| Field | Description |
|---|---|
| Telephone number* | The number to be blocked. Numbers only — no spaces or special characters. Enter the number in the same format as your data, for example with or without a country code prefix. Required. |
| Added by | Automatically populated with the name of the user who added the entry. |
| Date added | Automatically populated with the date and time the entry was created. |
| IVR* | Select the IVR that calls from this number will be routed to. All calls from the blocked number will be diverted here instead of reaching an agent. Required. |
Blocks
| Field | Description |
|---|---|
| Last | The most recent date and time this number called into the system. |
| Total | The total number of times this number has called in. |
Reference
| Field | Description |
|---|---|
| Notes | Optional free-text field for recording why the number was added. Visible to all users with access to this page, so useful for providing context to colleagues. |
Controls
| Control | Description |
|---|---|
| Remove | Removes the number from the deny list. Once removed, calls from that number will route normally through your inbound setup. |
* Required field