Blacklist

The Blacklist Module is used for storing and managing blacklisted customers based on their phone numbers, IP addresses, or other criteria. Ensuring they are not able to reach specific queues or agents. This module provides an organized, easy-to-use interface for managing blocked customers and their associated data.

How to Blacklist Customers

Users can ban a customer in a call/SMS/webchat type queue activity. The queues and operators who can ban customers are defined by the blacklist database settings, the queue settings, and user rights settings. This setup process is explained in detail in the Blacklist Database article.

If everything is set up correctly, the user will have access to the new "Ban contact" button in the bottom control bar of the activity.

If the user clicks on this button, the interaction with the customer will end immediately.

The user will be prompted to specify the reason for the ban. The user can either cancel the action (the customer will not be banned) or confirm it (the customer will be banned).

If the ban is applied, the customer will be banned for a specific period based on the blacklist database selected in the queue settings.

How to View and Edit Blacklist Entries

Blacklisted customers can be viewed in CRM → Blacklist. This module requires access to the CRM Blacklist module and a CRM license.

In the grid, you can see all blacklist entries that have not expired yet. You can check the "Show expired" checkbox to quickly display all blacklist entries, including the expired ones.

You can manually create a new blacklist or edit the existing one.

Field	Description
Number/IP	Phone number or IP adress, that was banned
Type	IP adress / Phone number / Local Storage A Local Storage type ban can only be created via the ban button when configured in the blacklist database.
Normalized CLID	Normalized phone number. Is filled automatically.
Reversed number	Reversed value of normalized phone number. Is filled automatically.
Description	This field will be filled with a note from a user, that banned the customer in an activity.
Contact	If the ban occurred during queue activity with a paired contact, it is filled here.
Blacklist database	If the ban occurred in an activity, it will display the blacklist database that the queue had in its settings. This determines the calculated timeout below.
User	If the ban occurred during an activity, this is the user that banned the customer.
Timeout	Select the expiration of this ban. If the ban occurred during queue activity, timeout is calculated based on blacklist database settings.

If you want to remove a customer from the blacklist, you can delete them from the grid.