Blacklisting

overview blacklisting is a feature that allows administrators and supervisors to restrict incoming calls from specific customers the primary purpose of this functionality is to manage customers who misuse or abuse organizational users, or those who call repeatedly , which can hinder the working efficiency of users contacts added to a blacklist cannot call the contact center the organization can utilize this feature to define specific procedures for handling such customers key benefits mitigation of abuse restricts incoming calls from customers who misuse or abuse contact center users improved user efficiency prevents repetitive, unwanted calls that can hinder the working efficiency of users controlled access establishes a system wide or process specific mechanism to exclude problematic contacts from initiating interactions functionality the blacklisting feature is managed by uploading or editing blacklist leads and configuring disposition codes for agent use configuration scope blacklisting is configured at multiple levels system level (administrator/voice admin) managed via the interface under system > exclusion > blacklisting (or system configuration in the voice admin console) this typically enforces the blacklist organization wide process/campaign level (supervisor) voice campaigns managed at the process level under manage > process settings > blacklist exclusion is valid for that process only chat campaigns available under manage > chat campaign > blacklist in chat campaign exclusion is valid for that chat campaign only agent interaction agents can use a configured "blacklist disposition" in the disposition plan to immediately add a customer's number to the blacklist during a call or webchat wrap up blacklisted data details the "blacklisted data" tab, available to supervisors/admins, displays the following information for excluded contacts column name description blacklist lead shows the name of the blacklist lead to which the contact belongs customer id the unique id of the customer date added the date and time when the contact was added to the blacklist added by the name of the user who added the contact to the blacklist phone number the blacklisted phone number prerequisites the following prerequisites must be in place to fully utilize the blacklisting feature administrative access users require administrator, voice admin, or supervisor console access to configure and manage blacklist leads blacklist disposition configuration a specific disposition named "blacklist disposition" must be configured and made available in the agent’s telephony panel or webchat modal for agents to use this functionality data format when uploading blacklist leads, customer contacts must be provided in a csv file format usage instructions 1\ adding a new blacklist lead (admin/supervisor) this process is used for bulk uploading of contacts to be excluded navigate to the blacklisting tab click the "add new" button enter the required lead name use the toggle switch to enable or disable the new lead's status click "choose file" to upload the csv file containing the contacts in the header mapping section, ensure the csv file headers are mapped correctly to the system headers, such as phone, timezone, and name click "add" to finalize the creation and upload review the result modal which displays the number of successfully uploaded and failed to upload records the log of failed records can be downloaded as a csv 2\ editing and deleting blacklist leads editing select the lead, click the edit icon , and modify the lead name, upload file, header mapping, or enable/disable its status deleting select the lead, click the delete icon , and confirm the deletion the deleted lead cannot be retrieved 3\ agent blacklisting during the wrap up process of a call or webchat, the agent must select the "blacklist disposition" from the available dispositions in their telephony panel or webchat modal selecting this disposition automatically adds the customer's phone number to the blacklist 4\ viewing blacklisted data (supervisor/admin) navigate to the "blacklisted data" tab click the "search" button provide the required search details, such as the blacklist lead name and blacklist type optionally, enter a comma separated list of phone numbers to narrow the search click "fetch" to display the current blacklisted data