At times you may want to block a malicious caller from occupying your resources. This guide provides instructions for setting up a number block list using a logic bot.

Open

Building the logic bot

Logic bots provide wide flexibility in interaction routing. This method focuses just on the method to redirect a call based on its caller ID. Feel free to change routing behavior as you see fit.

1. Login to app.sharpencx.com with an admin account

2. Navigate to https://app.sharpencx.com/bots/

3. Click the ‘New Logic’ button at the top right corner
   
   

   Open

   

4. Give your logic bot a recognizable name. Something like “number block list” and choose the appropriate Description, Timezone, and TTS voice.

   1. If you’re only configuring a number block list, timezone and TTS voice will not have an impact

5. Click ‘Save’

6. Select the ‘Start’ panel and choose the ‘Edit’ button
   
   

7. Change the ‘Panel Type’ to ‘Condition’

   1. You will see a browser pop-up notification warning you about changing the panel type. Make sure to choose ‘OK’

8. Under the ‘Conditions' section, choose ‘Cid Number’

9. Change ‘equal’ to ‘contains’

   1. This change allows for the handling of telephone numbers in both +1XXXYYYZZZZ and XXXYYYZZZZ formats

10. In the blank field to the right, enter the number you’d like to block
    
    

11. Click ‘Save’

Adding additional numbers

1. Edit the condition panel containing your number block list number(s)

2. Click the ‘Add rule’ button within the ‘Conditions’ section
   
   

3. Change the condition operator to ‘OR’ from ‘AND’

4. Select ‘Cid Number’ from the drop-down menu in the new row just added

5. Change ‘equal’ to ‘contains’

6. In the blank field to the right, enter the number you’d like to block

7. Your configuration should now look similar to this
   
   

8. Click ‘Save’

Routing options

Now we’re going to route number block listed calls to hangup, and desired calls to the appropriate next step in the desired flow

Set the hangup path

1. Click the ‘Add Panel’ button at the top right
   
   

2. Choose ‘Exit’ from the panel types

3. Click the ‘Edit’ button

4. Choose ‘Route’ under ‘Action Type’

5. For ‘Routing Options’ choose ‘External Number’

6. Type ‘hangup()’ in the ‘External Number’ field

7. Click ‘Save’

8. Draw a line from the ‘Pass’ section within the ‘Start’ panel to the exit panel just created
   
   

Set the approved path

1. Again, choose the ‘Add Panel’ button

2. Choose ‘Exit’ from the panel types

3. Click the ‘Edit’ button

4. Choose ‘Route’ under ‘Action Type’

5. Choose the appropriate Routing Option based on the desired call path for an approved caller
   
   For this example we’ve simply chosen to route to our Support Q

6. Click ‘Save’

7. Draw a connecting line from ‘Fail’ to the exit panel just created
   
   

8. Click the ‘Save’ button at the bottom left to save the Logic bot
   
   

Routing to the number block list

Now that the Logic bot is created, you’re ready to direct inbound calls to it. As a reminder only call flows directed to this number block list Logic bot will be subject to it.

The simplest way to route to this path is to set it as the destination from the inbound route. The instructions below provide guidance to do so.

1. Navigate to https://app.sharpencx.com/admin/configuration/inboundRoutes/

2. Find the applicable phone number which needs routed to the number block list

3. Choose the edit button at the right of the row

4. Scroll to the bottom and identify the ‘Routing Options’ section

5. Choose ‘Logic’ and then the Logic bot just created
   
   

6. Click the ‘Save’ button