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Inbound Blacklist

The Inbound Blacklist feature allows you to block incoming calls from specific caller IDs. This helps prevent spam, harassment, and unwanted calls.

Overview​

Inbound Blacklist entries can:

  • Block calls by caller ID pattern
  • Apply different rejection strategies
  • Target specific phone numbers or all numbers globally
  • Track blocked call counts
note

This feature is available to Owner and PBX Admin roles.

Creating a Blacklist Entry​

Step 1: Add New Entry​

  1. Navigate to Inbound Blacklist in the sidebar
  2. Click New Blacklist Entry

Step 2: Configure Pattern​

Caller ID Pattern

  • Enter the phone number or pattern to block
  • Use E.164 format (e.g., +14155551234)
  • Supports wildcards with * (e.g., +1415* blocks all San Francisco numbers)

Match Type

  • Exact Match - Blocks only the exact number
  • Prefix Match - Blocks numbers starting with the pattern
  • Wildcard Pattern - Blocks numbers matching the wildcard pattern

Step 3: Select Rejection Strategy​

StrategyBehavior
Drop (Silent)Call is silently disconnected
Reject (Message)Caller hears a rejection message
Torment (Music)Caller is placed in a music room for 10 minutes
Torment Mode

Torment mode keeps the caller on the line with music for 10 minutes before disconnecting. Use responsibly.

Step 4: Set Scope​

Global Blacklist

  • Toggle ON to apply to all phone numbers in your organization
  • Toggle OFF to select specific DID numbers

Select Phone Numbers

  • When not global, choose which DID numbers to protect
  • Multiple numbers can be selected

Step 5: Save​

Click Create to activate the blacklist entry.

Managing Blacklist Entries​

Viewing Entries​

The blacklist page shows:

  • Pattern - The caller ID pattern being blocked
  • Match Type - Exact, Prefix, or Wildcard
  • Strategy - Drop, Reject, or Torment
  • Scope - Global or specific DIDs
  • Status - Active or Inactive

Activating/Deactivating​

Toggle the status switch to enable or disable a blacklist entry without deleting it.

Editing​

  1. Find the entry in the list
  2. Click Edit
  3. Modify fields as needed
  4. Click Update

Deleting​

  1. Find the entry
  2. Click Delete
  3. Confirm deletion

Statistics​

View blacklist statistics:

  1. Navigate to Inbound Blacklist
  2. Statistics show:
    • Total blocked calls
    • Blocked today
    • Blocked this week
    • Most blocked numbers

Best Practices​

Pattern Design​

  • Use exact match for specific harassers
  • Use prefix match for blocking area codes or regions
  • Use wildcard for complex patterns

Scope Selection​

  • Use global for organization-wide spam protection
  • Use specific DIDs for targeted protection on public-facing numbers

Strategy Selection​

  • Drop - For known spam (saves resources)
  • Reject - For unwanted callers (clear message)
  • Torment - For persistent harassers (wastes their time)

Troubleshooting​

Calls Not Being Blocked​

  • Verify the entry is Active
  • Check the pattern format (E.164 with +)
  • Verify the DID number is in scope
  • Review match type selection

Legitimate Calls Blocked​

  • Edit the entry to refine the pattern
  • Change from prefix/wildcard to exact match
  • Temporarily deactivate to test

Cannot Create Entry​

  • Verify you have Owner or PBX Admin role
  • Check that phone numbers exist (for non-global entries)
  • Ensure pattern is in valid E.164 format

Related Documentation: