Phone basics
Do-Not-Call List
The Do-Not-Call list helps prevent unwanted inbound interruptions by blocking configured numbers from reaching Waveline call routing.
Before you begin
- Confirm the number should really be blocked.
- Use a normalized phone number when adding entries.
- Train teammates on when blocking is appropriate.
Where to find it
The mobile app includes a Do-Not-Call settings screen. The inbound call handler checks blocked numbers before routing a call.
Step-by-step
- Open the mobile app settings area.
- Open Do-Not-Call.
- Add the phone number that should be blocked.
- Save the entry.
- Place a test call from that number only if appropriate.
- Remove the number later if the caller should be allowed again.
What happens next
- Blocked inbound calls are rejected before normal inbox routing continues.
- The list is intended for unwanted callers, spam, or numbers your team should not handle.
- Removing a number allows future calls to follow normal routing again.
Best practices
- Use blocking sparingly and document why important numbers were blocked.
- Review the list after customer escalations or ownership changes.
- Do not use blocking as a replacement for after-hours routing or caller-type routing.
Troubleshooting
- If a blocked number still rings, check the exact phone number format.
- If a legitimate caller is blocked, remove the entry and retest.
- If spam comes from rotating numbers, use call history to identify repeat patterns.