Inbound Deny List - Blocking an Inbound Caller

Overview

The Inbound Deny List allows you to divert calls from specific numbers to a designated IVR, preventing particular inbound callers from reaching your standard call routing.

Prerequisites

Before adding an entry to the Deny List, ensure the following are in place:

IVR Setup. You will need an IVR configured to handle diverted calls. The setup is entirely up to you, for example, you may wish the caller to hear an out-of-hours message before the call is automatically ended by the system, this would be achieved through the below setup.


Required Permissions. 

  • Portal Access
  • Inbound Blacklist Access
  • Inbound Number Access


Caller Number. You will also need the caller's phone number in its full format before it can be added to the Deny List.

Blocking an Inbound Caller

  1. Navigate to Admin > General and open the Inbound Deny List.
  2. In the top-right corner, select 'Add' - this will create a new row within the Deny List.
  3. Fill out the entry fields:
    • Telephone No. Enter the phone number you wish to divert away from your standard inbound routing.
    • IVR. Select the IVR to which all calls from this  number should be directed.
    • Notes. An optional field for adding context against the entry, useful for tracking why it was added.
  4. Once complete, press Save. The entry will be added to your system's Deny List

Any subsequent inbound calls from the recognised number will be automatically diverted to the IV specified in their Deny List entry.

Additional Uses

The Deny List can also serve as a convenient way to test IVR configuration before publishing them to production by routing specific numbers through a new IVR setup without affecting live call handling.