This service enables a user to define a criteria so that unwanted calls 'to' and/or 'from' a specified phone number can be blocked.

Access Call Block via CMS Portal, by going to: CONFIG > GENERAL > CALL BLOCK

The first screen/dashboard that the user will see after clicking on the Call Block will be:

Dashboard Definitions

Dashboard Terms	Definitions
Number	Lists the phone number which needs to be blocked for any unwanted call to or from that number.
Direction	This field entails the direction of calls to be blocked from a platform/system perspective. Different values of Direction are: 1. Inbound : Unwanted incoming call to the platform from a specified number will be screened. This ends the user's call with Hangup using a Busy tone on dialing the agent/support number. 2. Outbound : Agents/Users will not be able to make outbound calls to the specified number for which Direction is set to Outbound. The Agent will hear a prompt, "The number you dialed is blocked" before the call is auto-disconnected. 3. Both : If a number is added in the Call Block list with Direction set as both, then incoming and outgoing calls from the platform/system to the specified number will be rejected/barred. Call block action will be the same as detailed individually for Inbound and Outbound call blocking.
Created At	Captures the time at which Call Block entry was added into the system.
Actions	Action column includes different activities a user can perform on the created call block entry. Below are the available options: 1. Edit (): Click on the Edit icon to open the Call Block entry details and make necessary changes to the entry. 2. Delete (): Clicking this icon deletes the selected call block entry in the dashboard.

How to add a new Call Block number/entry?

Step 1: Click the + Add Call Block on the top left to add a new Call Block entry.

Step 2: A new Call Block - Add page opens for the user to enter the Call Block Details information. Screenshot for reference below:

Mandatory parameters are marked with an asterisk () icon against the file name and have to be filled before saving/submitting the call block form. Clicking on the 'Cancel' button will discard the Call Block Details form changes and take the user back to the dashboard.

Description of Call Block form fields:

Form Fields	Description
Line of Business	Select Line of Business under which this Call Block rule is to be applied.
Number	Add the number which is to be blocked. Currently the system supports one or more numbers to be added per form; however, for every number added, the dashboard will have an unique entry. To add multiple numbers, the user has to press enter or select the number hint before adding a new one.
Direction	Select one of the options from Inbound, Outbound or Both.

Step 3: Click Save and Add Call Block Number once complete.

How to Edit the Call Block entry?

Step 1: Click on the Pencil Icon () to view.

Step 2: Call Block - Edit page opens with call block details auto filled for the selected entry.

Step 3: Edit the fields per the requirements and click the Save button. Selected Call Block entry will be updated with changes made.

Step 4: Click on the Cancel button, and changes, if made any to the fields, will be discarded, and user will be taken back to the Call Block dashboard.

Note:
- Line of Business field can't be edited once entry is created. If incorrect LOB is selected, the only option is to delete an existing entry and create a new one.
- While editing, a user can't add more than one number in the Number field. Only the existing number can be updated.

How to Delete more than one Call Block entry?

Step 1: Click on the Check Box () against each entry to be deleted.

Step 2: The Delete button at the top right corner will be enabled once at least one row is selected using the check box.

Step 3: Click the Delete button. The user is presented with a confirmation popup to either confirm and proceed with the deletion or cancel the activity.

Step 4: If the Delete button in the confirmation popup is clicked, all selected rows will be deleted.

Note:
- To Delete all the Call Block entries, please check the Check Box in the Dashboard header and click on the Delete button.

How to use Advanced Search?

Step 1: Click the Advanced Search button at the top left to search from the existing Call Block entries.

Step 2: The user will be able to see Search options within the Call Block page to enter the search parameters. Screenshot for reference below:

Description of Advanced Search fields:

Form Fields	Description
Line of Business	Select the Line of Business for which the user wants to filter the output.
Number	Enter the Number to be searched. The number entered will be searched within the LOB selected.
Direction	Select one of the options from Inbound, Outbound or Both, which will filter the user's search to display the required output.

Step 3: Once the search parameters are filled/selected, the user can click on the Search button to get the search output.

Step 4: Click the Clear button to reset/clear the search fields entry to their original value.