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rhonda3191 avatar image
rhonda3191 asked ·

Can we block numbers to the call queue?

Some of our offices get a lot of telemarketing calls that call over and over again. Can we block numbers to the call queue groups?

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J.B. Ferguson avatar image
J.B. Ferguson answered ·
Rhonda,

Any numbers you block in the Super Admin extension (x101 by default...unless you have changed it) will be blocked account wide (i.e., all extensions including Call Queues since they are an extension) as well as faxes and SMS texts.

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rhonda3191 avatar image
rhonda3191 answered ·
Okay, so I am a Super Admin, if I block the numbers under my account it will block for all?
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Let me clarify my statement above...If you are using x101, have notchanged the Super Admin (system) extension and are the Super Admin then YES...that will block for all.
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Rhonda,

You would find a list of them in the Blocked Calls section of, in your case, the 999 extension under the Screening, Greeting & Hold Music menu option.


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No...you can have multiple users with a Super Admin role. The numbers need to be blocked in the Super Admin (system) extension, which by default is x101 unless you have changed it.
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Thanks, I think I found it. We have several super admins but only one is not a person it is the company name with ext 9999 so that must be it. Thanks for the help. I will try that one.
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Yes...that would be the changed system extension. That's where you need to block the numbers.
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neil-lanning7086 avatar image
neil-lanning7086 answered ·
I have done that but it didn't seem to transfer to other extensions? Support told me I needed to repeat the process for all extensions?

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Neil,

You MUST be a Super Admin and perform that task in the System/Super Admin extension, which unless you have changed it is x101 by default.

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Hey Neil,

If I could add to Jan's answer, an easy way to find out who the system mailbox super admin is would be to go to your user list and search for "Super Admin".

When looking at the user name field, only one user will have (super admin) after their name. If the user names are longer than the field, hover your mouse curser over the name for a moment, and an expanded box will show the full field.

The user with (super admin) after their name would be the specific user that needs to have the number blocked.

Hopefully this helps!

Sam
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Support is incorrect in this case. Here is a quote from a RingCentral Knowledge Base article which can be found here:
https://success.ringcentral.com/articles/RC_Knowledge_Article/7251

Note the 3rd sentence!

IMPORTANT: When a number is added to the blocked numbers list, it blocks all incoming calls, faxes and text messages from that number. When Users block a number, it is only applied to the extension where they are logged in. If the Super Admin blocks a number while logged in to the System Extension (the main extension of the account), it is applied to all extensions in the account; which means that the number is blocked from calling any number associated with the account.
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Sam, This is not completely accurate. A Super Admin can set other users as Super Admin. We have many.
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Hey Denise,

The System Mailbox extension, which is the original Super Admin extension, is what Sam and Jan are referring to. Usually this extension is 101 - but some accounts change it. You can simply ask our Support Team which is the System Mailbox extension and then you can block numbers account-wide from there.
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rickkee6997 answered ·
How to import a list of numbers to block? 
Everyone has collected spammer numbers in their individual RingCentral login, but it does not stop them from coming in via the Call Queue.  

Consider an option to "ADD TO GLOBAL CALL BLOCK LIST"
Of course that is a dream because after 5 years of asking for a central caller database that can be shared, we've accepted it is just not going to happen. Ever.

I assume this is not a feature yet, and although Glip is highly un-intuitive and lacking most basic features, replacement of desktop and mobile phone app with a less productive app and useless feature bloat is more important than anything like this that would enhance productivity and reduce work for teams.

The "SuperAdmin" is super busy of course,  currently the only way we can think to manage this is to have each user email the SuperAdmin every time a spam call comes in, or use our EXISTING group meeting/messaging feature Skype, Microsoft Teams, or Slack.  Sorry, no more room on our desktops to add Glip.

Please to consider making current RingCentral more productive, instead of moving backwards by forcing Glip with less features, on users who don't want or need it and prefer to be MORE productive.
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Regarding blocking calls on a call queue, the call queue manager should be able to do this by editing the call queue and adding it to the block list through the web portal. Blocking numbers company wide does not require the superadmin, it just requires them to be placed on the super admin profile. RC admins should be able to do this. I am not sure which profile setting would be the 'least necessary access' level in order to accomplish this. But for the company I work for we have 5-6 admins that can manage at that level. 
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Thanks for the reply, I do not follow you with "by editing the call queue and adding it to the block list through the web portal."   Add the call queue to the block list? Can  you help to clarify the step?
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