Blocking incoming calls

To block spam calls in LiveAgent, you can create a rule to automatically change your IVR script which will always route identified spam callers to the offline section. To make the rule work correctly, you must define the exact spammer's phone number in the rule condition.

Navigate to Configuration > Automation > Rules and create new a rule like below:

  • Trigger: incoming call started
  • Condition: from number > equals > number which you want to block
  • Action: change IVR > insert IVR script below

Note that the link to the file in the play command is not valid and serves just as an example. A real link will be generated once you'll add and insert your own recording.

offline:
  - play: https://mycompany.ladesk.com/scripts/file.php?view=Y&file=we-are-currently-not-available-check-website.mp3
online:
  - goto: offline
queue:
  - goto: offline

To block multiple numbers, add a new condition group for every number.