Blocking unwanted callers

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18 Comments

  • Stephen Belleau

    This is great news! We've been eagerly waiting for this feature.

    One pain point is that we don't have an option to leave a note when blocking a number. It would be ideal if we could have a way to track context for why a number or condition is being blocked. For example, we would like to be able to audit blocked numbers periodically in case of policy changes, or if a number is only meant to be blocked temporarily.

    2
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing this feedback Stephen!

    I also recommend cross-posting this in our Talk Product Feedback forum to help provide visibility to our Product Managers as well as other users in need of a similar functionality.

    Cheers :)

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  • Alan Sanders

    It would be nice to have a drop down in the upper right corner of the user tab that allows you to block the number right next to the "Suspend Access". Blocking a number by having to enter the settings area is pretty cumbersome.

    1
  • Patrick Silverwise

    This is a great enhancement and I'll start using it today.  Per office procedure we allow every inbound call to create a ticket, and then call back to determine if unwanted. If so, we Mark the ticket as SPAM to block any subsequent calls creating a new ticket.  Having an import function to pull these numbers into the blocked numbers list would be great since we have over 300+ of these. =) 

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  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing your feedback Patrick and Alan!

    Would you be willing to cross-post this in our Talk Product Feedback forum as well?

    That will be the primary topic our Talk Product Managers will view when taking feedback from other users.

    Thanks again!

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  • Kaylee

    Pretty unfortunate this this BASIC function does not apply to all Talk programs. 

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Kaylee,

    Completely understand where you're coming from and I do wish I was able to provide you with another alternative.

    If you'd like, I'd be happy to get a ticket created on your behalf and pass this over to your Account Executive to discuss further.

    Let me know!

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  • Gil

    What talk plans include this feature? We currently have a legacy plan (Talk Advanced) i thought this was equivalent to the professional plan, am i mistaken?

    If so is there a place i can see the differences between legacy plans and the newer ones?

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  • Brett Bowser
    Zendesk Community Team

    Hi Sebastian,

    You can view a list of our Talk Legacy plans and their equivalent listed here: About Zendesk Talk plan types

    However, newly released Talk features will only be available on the new Talk pricing plans. If you'd like access to block callers, you'd need to upgrade to the new pricing model.

    Let me know if you want me to get you in contact with your Account Executive to discuss this further.

    Cheers!

    0
  • Gary

    Is there any future plan to create a public API endpoint to modify the blocked number list?

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  • Julian Franczyk

    Hi there,

     

    I'm looking to implement a do not call list for outbound calls from our Talk platform. I understand that blocking a phone number means that person can not submit an inbound call. Will blocking the number also stop any outbound calls to that number?

     

    Best,

    Julian

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  • Nicole Saunders
    Zendesk Community Team

    Hi Julian, 

    Yes, blocking the number should also stop any outbound calls to that number. 

    1
  • Sydney Neubauer

    What does the end-user hear when they dial a number in Zendesk? I have tested on 5 numbers and experienced 4 different behaviors:

    1. Call rings but stops after the first few rings
    2. Dial tone sound after initial ring
    3. Long dial tone after initial ring
    4. They get a message "You call cannot be completed as dialed. Please check the number and try again"

    Is there a reason as to why they get different behaviors depending on the number you call? Is there a way to make it more uniform or customize a notification?

    0
  • Oscar Mejias

    Hi Sydney,

    Thanks for getting in touch with the Zendesk Customer Advocacy team, and apologies for the delayed response; we've been dealing with a high volume of tickets lately.

    Depending on the routing options you've set up for each one of your numbers, callers might be presented with a different experience depending on the greetings, agent availability, and other factors while they are being routed.

    In general, what you can see in this article, is the order in what greetings play: https://support.zendesk.com/hc/en-us/articles/360001433067-In-what-order-do-Talk-greetings-play-

    Note that also depending on the agent's availability, the experience will also be different. This article also touches on how calls are routed to agents: https://support.zendesk.com/hc/en-us/articles/229415607-How-are-calls-routed-to-my-agents-in-Zendesk-Talk-

    Having said this, can you please let me know:

    • What are the different numbers you have been testing and what has been the experience for each one?
    • Do you have any ticket examples that we can take a look at to confirm how the call was routed?

    I'll be looking forward to your answer.

    Best,

    Oscar Mejias |
    Customer Advocacy Lead | support@zendesk.com

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  • Sydney Neubauer

    Oscar Mejias this is for calling from a blocked number. There shouldn't be any routing or ticket examples as no tickets were created. 

     

    I am not comfortable listed the exact numbers but will list the prefixes:

    1. 1-855, 1-818, 1-888 numbers: Call rings but stops after the first few rings
    2. 1-833, 1-581, 1-778 numbers: Dial tone sound after initial ring
    3. 1-800 numbers: They get a message "You call cannot be completed as dialed. Please check the number and try again"
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  • Oscar Mejias

    Hi Sydney!

    Thanks for replying and apologies! For some reason, I thought I was getting in touch with you via email and not via this post.

    I've now created a ticket so that we can continue looking into this issue for you.

    Best,

    0
  • Larry Click

    We have spam callers calling from +1 (303) 123-6789 yet Zendesk will not allow it to be blocked as it says "Invalid phone number. The number must use the E.164 international number format."

    How can we block this number?

    0
  • Joshua Hipolito
    Zendesk Customer Advocate

    Hi Larry,

    Thank you for messaging us.

    The error message means the number must be in the e.164 format including +1 before the number.

    Example: +12055752345

    Here's an article as a reference how to block numbers: Blocking unwanted callers

    Best,

    0

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