Problem Statement
A site may need to prevent calls from a specific inbound number from reaching the normal destination, or route those calls to a different station, busy treatment, or intercept announcement.
Impact
Unwanted or misrouted inbound calls can continue to ring the normal destination until a call treatment or routing rule is applied.
Alarm
No alarm was associated with this issue.
Troubleshooting Steps
- Confirm the exact inbound caller number or called number that must be blocked or redirected. Use call records or call detail logs if needed to verify the number format presented to the system.
- Confirm the desired treatment: block the call, return busy, play an intercept message, or route the call to an alternate station.
- Check whether an existing inbound routing, call treatment, or call screening rule already matches the number. Avoid duplicate or conflicting rules.
- Create or update the call blocking/routing rule using the system’s standard call blocking procedure.
- Match the number in the same format received by the system, including any required prefix, country code, or trunk-specific digit format.
- Set the rule action to the requested destination or treatment, such as alternate station, busy, intercept, or reject/block.
- Save or apply the configuration changes according to the platform procedure.
- Place a test inbound call from the affected number or review subsequent call records to confirm the rule is matched and the expected treatment occurs.
- If the rule does not match, compare the observed caller/called number in call logs with the configured pattern and adjust the rule format as needed.
Resolution
Inbound calls from the specified number can be handled by applying the standard call blocking or inbound routing procedure and configuring the rule to send the call to the requested treatment or destination. Validate with a test call or call records after applying the change.