LD Admin - Blacklist

The blacklist allows you to filter out contacts based on their phone number throughout your entire organization. This can be done automatically when an agent uses a predefined call ending reason, via the admin panel per individual entry, or by uploading a list via the admin panel.

Adding numbers to blacklists

Admin panel > Contact lists > Blacklist:

  • "select blacklist" - can be selected sponsor by sponsor (i.e. sponsor1 tells you never to call to number 123456 again, you can add number to sponsor1 blacklist but keep it in other sponsors lists)
  • A whole excel file can be uploaded > include only numbers

Global call ending reason or Campaign specific call ending reason:

  • "Move number to blacklist" -checkbox & Select own or sponsor specific blacklist
    • Checks if that current campaign or other campaigns or calling lists with that specific sponsor have same blacklisted number and removes it (check spec below). Global is considered a global blacklist which affects all contact lists.
    • Campaign sponsor will be shown on reason list if admin selects sponsors other than global blacklist. This is to indicate user that campaign sponsor will also be used blacklisting. The text will not appear if user selects only global blacklist or no sponsor at all.
    • No sponsor selected is interpreted as global blacklist.


Agent view:

  • Agent can add number to blacklist via call ending reason that have been set up by admin user.

How blacklisted numbers are removed from contact lists

Note: that removing in this context means physically removing from database (customers -table).
Note: if you're not using the country code in your contact cards, this might create a problem, where if you receive an inbound calls, the number will be set with country code. Blacklist will treat the two numbers as two different contacts, as it cannot verify the country in the contact card without the country code. 

Selected number to be blacklisted:

  • must be added to blacklists (blacklist names aka sponsors are defined in call ending reason. Campaign sponsor is used for blacklisting as well.
  • must be removed from
    • calling lists attached to current campaign
    • calling lists which have the same sponsor as current campaign
    • calling lists attached to other campaigns which have same sponsor as our current campaign
    • calling lists attached to other campaigns which have same sponsor as the blacklists selected with the call ending reason
    • calling lists which have the same sponsor as the blacklists selected with the call ending reason
  • Note: Blacklist Global is considered global client wide blacklist which affects all contact lists -> number will be deleted from all contact lists. Empty blacklist is also considered as global.

Other numbers belonging to the same contact

  • Mark as used from calling lists attached to current campaign


Example:

Client is using campaign having sponsor Volvo, and selects a blacklisting call ending reason having sponsors Audi and BMW. Here´s what happens to following calling lists:

Campaign sponsorContact list sponsorIs number removedAre alternative numbers marked as used
List connected to current campaign (sponsor is irrelevant for this case) Honda Yes (connected to current campaign) Yes (connected to current campaign)
Volvo Honda Yes (campaign sponsor matches current campaign sponsor) No (not connected to current campaign)
Volkswagen Volvo Yes (list sponsor matches current campaign sponsor) No (not connected to current campaign)
Audi Volkswagen Yes (campaign sponsor matches selected reason sponsors) No (not connected to current campaign)
Toyota Audi Yes (list sponsor matches selected reason sponsors) No (not connected to current campaign)
Honda Toyota No (campaign or list sponsor does not match current campaign or selected reason sponsors) No (not connected to current campaign)
Honda <empty> No (campaign or list sponsor does not match current campaign or selected reason sponsors) No (not connected to current campaign)
<empty> <empty> No (campaign or list sponsor does not match current campaign or selected reason sponsors) No (not connected to current campaign)
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