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Status Under review
Created by Susanna Kroll
Created on Jan 30, 2023

Add Ability to Block Phone Number as Admin Instead of in Studio Script

As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. if the caller is abusive). Right now the simple task of blocking a phone number requires technical expertise to access and edit live production scripts in studio. This is not an acceptable solution for organizations where customer service managers need to act quickly on behalf of their team.

It would be a huge improvement to create a place for those with administrative access to input phone numbers that require blocking into the portal (e.g. via ACD) so that this process can be managed much more easily and not require an additional layer of support which can add 24-48 hours to this process. Why do we have the ability to manage skills and update holidays and hours of operation, but we cannot simply add phone numbers to be blocked from accessing our contact center?