Block a phone number from calling in (Console)

This article explains how to block a phone number from calling you in Console.

In this article

Overview

To block a phone number, you need to configure your main inbound workflow to screen for blocked phone numbers. You can configure your workflow to automatically hang up and end the phone call when the workflow detects a call is coming from a phone number you want to block.

This article contains two sets of steps:

• Part 1: How to set up a basic inbound workflow to block phone numbers

• Part 2: How to add phone numbers to the list of blocked phone numbers

If you already have your inbound workflow set up to block numbers and want to learn how to add more blocked numbers, skip to Part 2 of this article. 

If you haven’t configured your inbound workflow to include screening for numbers you prefer to block, or if you’re not sure, read both Part 1 and Part 2.

Part 1: Set up a workflow to block specific phone numbers

Follow these steps to set up a workflow that blocks certain phone numbers from calling you.

1. Log into Console at console.avaya.cx.

2. Navigate to Workflows.

3. Click on the workflow that a customer triggers to start running when they call you.

4. Click the Duplicate button in the top-right corner of the screen to duplicate the workflow.

5. In the newly created duplicate workflow, locate the Start module.

6. Break the link between the Start module and the module it’s connected to.

7. Add the following three modules to the workflow so your workflow looks something like the below screenshot. We’ll walk through how to configure the Decision module in the next steps:

• Decision

• Hang-Up

• End

8. From this point, the only module that needs to be configured is the Decision module.

9. Double-click the Decision module to open and configure it.

10. In the dropdown menu, select Source.

11. After selecting Source, more dropdown menus will appear. This is where you configure logic for the workflow in the event that the source phone number is equal to the number you want to block.

12. In the dropdown menu to the right of Source, select Phone Number.

13. For your operator, select the equal sign (=).

14. Enter the phone number you’d like to block in the text field.

15. To add multiple numbers, select Or (instead of And) and click Add rule to add as many numbers as you’d like to block.

Part 2: Add phone numbers to the list of blocked phone numbers

Follow these steps to add additional phone numbers to a list of blocked phone numbers in the inbound workflow you’ve already set up to screen for phone numbers to block. If you’re not sure if your main inbound workflow is configured to block numbers, see Part 1 above.

1. Log into Console at console.avaya.cx.

2. Navigate to Workflows.

3. Click on the workflow that a customer triggers to start running when they call you.

4. Click the Duplicate button in the top-right corner of the screen to duplicate the workflow.

5. In the newly created duplicate workflow, locate the Decision module.

6. To add multiple numbers, select Or (instead of And) and click Add rule to add as many numbers as you’d like to block.

7. When you’re done, click the Save button.

8. Publish the workflow and make it current to put the phone number block into effect.