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Nuisance Call Blocking

This article explains the types of nuisance callers, and what features we have in place to minimise their impact on our clients. These include the 'call blocking', 'nuisance caller IVR' and 'operator force hangup' features.

Nuisance Caller ID Blocking

This feature allows you to self manage nuisance calls from within the Portal. You can block certain caller ID's and unblock them again if required. This empowers you to take control over the nuisance callers that are making contact and minimise the impact that they have on your operators and call charges. Most importantly, this will keep your call data much cleaner, as any further inbound calls from blocked caller IDs will be voided from your top-line statistics. You will see further attempted calls in the call log if you select show void callers however they will be marked with a red void label.

The call block feature is quick and simple to implement, therefore enabling you to stop nuisance callers from making further contact at the touch of a button. Just follow the steps below.

  1. Navigate to the Calls tab within the Portal
  2. Select Call Log
  3. Locate and Nuisance Calls within the log
  4. Select the Actions button
  5. Select Block Caller ID if you wish to block the call
  6. Confirm by selecting OK on the pop up message

If you cannot see the Block Caller ID button, your user permissions need extending. Please contact our Support Team who can update your permissions.

Enabling Nuisance Call IVR

This feature helps us to filter out 'robo-diallers' calls by playing an audio message to callers before the call is connected to your business, asking them to press '1' on their handset to be connected. Once the callers perform the action, the call connects to your business via the operator or queue/welcome message/IVR as usual. If a caller does not perform the action after the message is played three times, the call is disconnected and the call is marked as 'potential spam'; this excludes the call from top-line statistics in the Portal, and you will not be charged for the call.

We have two versions available for the audio file used; these are for UK and US. The default audio file which is applied to this IVR is the UK version. However, if we detect that the number that is being dialled has a US destination number, the US audio file will be applied instead.

To set up this feature, just follow the below steps.

  1. Navigate to Admin
  2. Select Telephony Settings
  3. Select Dial-In Groups Editor
  4. Search or scroll for your relevant tracking pool if you have multiple
  5. Select Edit Config
  6. Select whether you would like to enable the feature for all calls or simply for callers with an anonymous caller ID from the drop-down menu
  7. Select Save Changes

Operator Force Hang Up

Within the DGRP Config screens, you can now enable the Force Caller Hangup Ability. This let’s operators press *2 which forces a hangup of the inbound call leg.

The call will then proceed through the rest of the stages, including any call rating scripts. This forces the caller's end of the call to hang up so that the call can be rated.

This is useful if you are receiving a spam call (machines don't get off the call by themselves), or if you want your inbound call team to be able to move on to their next queued call quickly instead of having to wait for the caller to hang up (in the instance of wishing to rate the call).

  1. Navigate to Admin
  2. Select Telephony Settings
  3. Select Dial-In Groups Editor
  4. Search or scroll for your relevant tracking pool if you have multiple
  5. Select Edit Config
  6. Scroll to Advanced Options
  7. Tick box to Enable Operators ability to use "*2" DTMF binding to force hangup of the inbound call
  8. Select Save Changes
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