Adding Customer Numbers to the Special List

An agent can add customers who make harassing calls to the blocklist. Calls from blocklisted customers are not transferred to manual service and do not occupy manual resources. The agent can add VIP customers to the redlist to receive notifications of calls from redlisted customers.

Context

(Optional) In an old tenant, to use the new special list management function, set the tenant parameter Indicates whether to enable the new special list for multimedia. to Yes. The system has automatically synchronized the special list data configured in Configuring Email Special List Rules and Configuring SMS Special List Rules to the new function. All special list records except those with wildcard characters are synchronized. In addition, the old special list management function (Configuring Email Special List Rules and Configuring SMS Special List Rules) becomes invalid and resumes only after you set Indicates whether to enable the new special list for multimedia. to No. In this case, the data that has been added to the new special list needs to be manually added to the old special list.

Procedure

Sign in to the AICC as a tenant administrator, choose Configuration Center > Resource Management > Special List, and click the Special List tab.
Add a special list level.
1. Click the Level Management tab.
2. Click New.
3. Set the following special list level parameters:
  - Special List Type: The options are Black List and Red List.
  - Level Name: The value can contain a maximum of 100 characters.
  - Restriction mode: The options are Incoming Call, Outgoing Call, and Incoming and outgoing calls.
  - Restricted Duration (Hour): The value ranges from 0 to 8760, in hours.
  - Status: The options are Available and Unavailable.
  - Remark: The value can contain a maximum of 256 characters.
Add a special list reminder.
1. Click the Special list reminder tab.
2. Click New.
3. Set the following special list reminder parameters:
  - Special List Type: The options are Black List and Red List.
  - Special list level: Select a special list level that is enabled on the Level Management page.
  - Reminder Message: The value can contain a maximum of 256 characters.
Add customer numbers to the special list.

You can add customer numbers one by one or import customer numbers in batches as required.
- Add customer numbers one by one.
  1. Click the Special List tab.
  2. Click New.
  3. Configure customer number information.
    - Subscriber number
      The value can contain a maximum of 100 characters.
      - The value can be a phone number.
      - The value can be an email address.
        Example: 123@huawei.com
    - Special List Type: The options are Black List and Red List.
    - Special List Level: Select a special list level that is enabled on the Level Management page.
    - Effective Time: Time when a customer number takes effect in a special list. The value must be later than the current time and earlier than January 19, 2038.
    - Expiration Time: Time when a customer number expires in the special list. By default, this parameter is automatically set to the value of Effective Time plus the duration specified by Restricted Duration (Hour) on the Level Management page. You can manually change the value. The value must be later than the current time and earlier than January 19, 2038.
    - Reason for Joining: Reason for adding a customer number to the blocklist. The value can contain a maximum of 1024 characters.
  4. Click Save to save the customer number.
- Import customer numbers in batches.
  1. Click the Special List tab.
  2. Click .
  3. Select a special list to be imported.
    The options are Black List and Red List.
  4. Click Special List Import Template.
    1. Open the downloaded template and configure the customer numbers to be imported by referring to Figure 1.
      Figure 1 Adding data
      - Subscriber number
        The value can contain a maximum of 100 characters.
        
        The value can be a phone number.
        
        The value can be an email address.
        Example: 123@huawei.com
      - Level: Select a special list level that is enabled on the Level Management page.
      - Effective Time: Time when a customer number takes effect in the special list. The value must be later than the current time and earlier than January 19, 2038.
      - Expiration Time: Time when a customer number expires in the special list. The value must be later than the current time and earlier than January 19, 2038.
      - Reason for Joining: Reason for adding a customer number to the blocklist. The value can contain a maximum of 1024 characters.
    2. Save the configured template as an .xlsx file.
  5. Click and select the configured .xlsx file.
  6. Click OK to upload the customer numbers.
    If the customer to be imported already exists in the selected special list, the import fails. In this case, you need to manually add the customer to the special list on the page.
View the new customer numbers on the Special List tab page.

After customer numbers are added, they can be used by the Information query diagram element in the IVR flow configuration.

Special list rules are applicable only to common IVR flows, intelligent IVR flows, and email, SMS, and multimedia channels.

After the offline message function is enabled for the SMS and email channels, messages that fail to be sent will be resent 5 minutes later. Therefore, after the blocklist expiration time is reached, SMS messages and emails sent within 5 minutes before the expiration time will be received.

Follow-up Procedure

A tenant administrator can perform the following operations on customer numbers:

The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.

Special List tab page
Transfer To History: Select customer numbers, and delete them from Special List temporarily and move them to Special List History.

Delete: Select customer numbers and delete the data.

Modify: Select customer numbers and modify Effective Time, Expiration Time and Reason for Joining for them.

Export: Select customer numbers and export the data. If no customer number is selected, all records that meet the search criteria are exported. A maximum of 10,000 records can be exported at a time. If the number of records that meet the search criteria exceeds 10,000, the export fails. In this case, you need to set search criteria and export records again.
Special List History tab page
Restores: Select customer numbers and add them to Special List again.

Delete: Select customer numbers and delete the data.

Export: Select customer numbers and export the data. If no customer number is selected, all records that meet the search criteria are exported. A maximum of 10,000 records can be exported at a time. If the number of records that meet the search criteria exceeds 10,000, the export fails. In this case, you need to set search criteria and export records again.