Restricted Numbers

The Restricted Numbers menu is specifically designed for administrators to effectively manage and block certain phone numbers from being contacted. This blocking is crucial for compliance with government regulations or in response to a customer's explicit request to be removed from all future marketing communications.

Within this menu, administrators have the capability to import a comprehensive list of numbers that should be restricted. Additionally, there is an option to export the current list of restricted numbers for review or record-keeping purposes. It is important to note, however, that the system does not allow for the editing or individual addition of records on a one-by-one basis.

Administrators should exercise caution when uploading a new list of restricted numbers. It's critical to understand that any new upload will entirely overwrite the existing list. This means that the previously established list of restricted numbers will be replaced in its entirety by the newly uploaded list. Therefore, careful consideration and accuracy in preparing the new list are paramount to ensure that all necessary numbers are included and that compliance with regulations and customer requests is maintained.

Numbers included in this restricted list are not called: agents can't dial them, and campaigns of every type – including predictive and workflow campaignsWorkflow Campaign – A Campaign orchestrated through a Workflow that automates the execution of outbound contact attempts., where the system dials – skip them.

It's important to note that this restriction only applies to outbound calls. It does not prevent customers from initiating contact with the contact center (CC). If there's a need to also block a customer from reaching out to the CC, you should add that customer's number to the Blacklist. This additional step ensures that both inbound and outbound communications with the specified customer are effectively blocked.

You may configure a restricted number list per business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups., in which case, when dialing, the system will check the tenant-level list as well as the business unit specific list.