Blacklist Database
In this article, we’ll guide you through the process of managing Blacklist Databases in Daktela. The Blacklist database is used for setting up the categorization of blocked customers. It defines specific parameters for how the blacklisting is recorded in the CRM - Blacklist module. Set up blacklisting according to your needs to establish a standardized process and prevent operators from banning customers based on their own discretion.
Watch this video that explains Daktela Blacklisting.
https://www.youtube.com/watch?v=IzvyJmyt5AM
Create a New Blacklist Database
Go to Manage → CRM → Blacklist database and Add new.
There are several options and settings that determine how the system creates a ban for a customer in the Blacklist after the user blocks the customer.
Field | Description |
|---|---|
Title | Name for you blacklist database. |
Description | Make a note of what the database will be used for. This is for your internal information only. |
Default timeout | Relative time that should be added to actual time in order to calculate ban expiration time for number/IP in this blacklist (e.g. +6 days , 19 months). On the right, you will see an example of the calculated ban expiration from the current time. |
Webchat blacklist type | If you use this blacklist database in webchat type queue, you have two options:
|
Blacklist contact | If this is checked and a customer is banned on a web chat activity with known contact, all of the contacts' phone numbers will be banned as well. This does not work vice versa. If the contact is banned in a call activity, we are unable to ban them for webchat because we do not store IP addresses of contacts. |
How to Use a Blacklisting on a Queue
Now, let's take a look at how to set up blacklisting on different queues and operator rights. This process ensures that the Ban button will only be available only for operators and queues where you need it.
Please note, that Blacklisting function can be only used on call activities (excluding campaign queues), SMS activities and webchat activities.
Queue Settings
For each queue, you can select a Blacklist database in Manage → Queue → Queue settings. Look for Blacklist database field. Here you can select, what blacklist database and its settings should be used if a ban occurs.
For call and SMS-type queues, you can leave it set to Global for all calls and incoming SMS messages, which will ban a phone number for any interactions with your PBX. Alternatively, you can select the blacklist database you created, and all of the settings from that database will be applied when a ban occurs.
For webchat-type queues, you can leave it set to None, which will disable blacklisting functions for that queue. Alternatively, you can select the blacklist database you created, and all of the settings from that database will be applied when a ban occurs.
User Rights
For each user’s rights, you can select which queues users can use the ban button in. You can define this in Manage → Users → Rights → Open the desired user’s rights details → Queues tab → "Allow blacklisting" checkboxes for every queue where this function is available.
How to Prevent Banned Customers from Reaching Your Queues
After you set up your blacklist databases and assign them to queues and user rights, your agents will be able to ban customers. Those blacklisted will be stored in this Blacklist module. To ensure that banned customers do not reach your queues, you have to apply blacklist databases to your queues in their relations.
Go to Manage → CRM → Blacklist Database and click on Queues in Relations column. Here you can select which queues will check for banned customers from this database. If a queue is selected, any banned customer reaching that queue will be disconnected, and the interaction will end. The banned customer will be able to reach the queue again after the ban expires. Alternatively, you can manually edit the expiration time in the blacklist details within the Blacklist module.
If a ban occurs in a webchat activity that has the "Local storage" blacklist type, the customer will be unable to access any of your webchat connectors, regardless of whether a blacklist database is applied to a queue in its relations.