Q. How do I block certain numbers from calling?

You may want to block certain numbers from calling if the number has been identified as spam or if you have disruptive Customers. You can’t completely block a Customer from calling, but there are ways to minimize their impact and reduce the chance of their calls coming through.

Before you start #

Before you start, please ensure your IVR has the following two nodes:

• Global IVR Variable – List of numbers to block
  
  
  
• Variable Node – Block Check
  

Contact Gladly Support if you’re not able to add the nodes above.

1. Click on the top left corner of the screen.
2. Click Settings.
3. Under the Channels category, click Voice. 
4. Find the number in question. Under the IVR column, click the linked IVR to open the IVR in edit mode.
5. From the IVR view, look for the List of numbers to block (Variable) node. If it has been renamed, this node may have a different name in your IVR.
   • Note – Most nodes can be added through the UI except for a few, including the Variable node. Contact Gladly Support to add this node.
6. Scroll down to the Expression field. Numbers here are actively blocked from entering the IVR.

7. Enter the numbers you want to block using this format:

• Multiple numbers – 6505556426|8885556427|9515554567 (be sure to add “|” in-between numbers)
• Single number – 6504756426
  • When it is a US or Canadian number (with a code of +1), you can format it with or without the country code. Example: 15555555555 or 5555555555
  • You will always need the country code if it’s an international number.
• Leave the field blank if you have no numbers to block.
• Do not leave a trailing “|” at the end of the expression — doing so will cause you to block all phone calls to this IVR accidentally.

8. Click Publish. Enter a short description of the updates you made, then click OK.

Use Rules to block email or SMS numbers #

You can also use Rules to stop incoming emails or SMSes. See the links below.

• Stop email
• Stop SMS/text