Nuisance caller re-direct
To combat nuisance callers, we have found that utilising the call blocking feature on the Super Admin account to not be the best method. When these rules are applied, it is very obvious to the nuisance caller that they have been blocked, therefore can simply change the number that they are calling from to circumvent this.
What we have found to be a lot more beneficial is to configure custom rules which re-directs certain caller IDs to a call queue which isn't manned. This then gives the appearance to the nuisance caller that they are waiting in legitimate queue, reducing the potential for them to try from alternative numbers. Whilst this works well, the only way to configure this is per user/ queue/ IVR. A custom rule must be created for each of these. This is very time consuming and not possible to maintain this way with the current configuration options.
This idea would be to allow for such rules to be created on a tenancy level, like the number blocks, so that 1 rule list can be maintained for the entire business.
Ben
shared this idea
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Peter
commented
Ben makes a great point that it is obvious that the call has been blocked.
It would be useful to have a additional option, when blocking numbers as the Super Admin, that gave the caller the impression that they were being held in a queue before the call is dropped.