1. Add a "Blocked" contact attribute
- Go to Regal Settings > Data Management > Contact > New Attribute
- Fill out as pictured with Attribute Key == customProperties.blocked, Input Type == True/False
- If you want to grant agents the ability to block contacts, make this attribute editable. Otherwise, set it as Display Only.
2. Add contacts to the blocked list
- To do this in bulk, upload a segment as a CSV containing all the contacts you would like to block. Ensure customProperties.blocked is set to TRUE for all contacts. More detailed instructions on this process can be found here.
- If you made the contact attribute editable, contacts can also be blocked individually from the agent desktop.
3. Create a "Blocked" task attribute
- Navigate to the Task Attributes tab under Settings > Routing Rules
- Map the contact attribute "customProperties.blocked" to the task attribute "blocked"
- Note: You may need to add the contact property to a contact before it can be referenced. More information on task attributes can be found here.
4. Create a Blocked queue and routing rules
- Navigate to Settings > Routing Rules > New Queue and create a "Blocked" Queue with the eligibility expression 1==0
- Create blocked routing rules for inbound call and SMS
