Managing the Zoom Contact Center Block List

Zoom Contact Center allows users to prohibit incoming voice and SMS communications from specific numbers and IP addresses with the Block List feature, preventing them from contacting the organization. Using the Block List tab, IP addresses and phone numbers can be blocked, using either specific numbers or addresses or entire phone number prefixes. This can be used to prevent calls, texts, and other messages from particular regions or bad actors.

Requirements for managing the Zoom Contact Center Block List

• Account owner/admin privileges or similar role/privilege.
• Pro, Business, or Education account
• Zoom Contact Center license

Limitations of managing the Zoom Contact Center Block List

• Only IP addresses and phone numbers can be blocked; other blocking methods have not been implemented.
• Only specific IP addresses can be blocked; entire ranges of IP addresses cannot be blocked.

How to access the Zoom Contact Center Block List

While signed in as a user with the privileges to manage the Zoom Contact Center Block List, a user with sufficient privileges may access the Block List by following the instructions below.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management, then Preferences.
3. In the header menu, click Block List.
   The Block List will appear.

How to add users to the Zoom Contact Center Block List

There are two means by which users may be blocked within Zoom Contact Center. An admin may choose to block users by phone number or by IP address. Below are instructions for both methods.

Block phone numbers

1. Access the Zoom Contact Center Block List.
2. Click Phone Numbers.
3. Click + Add new rule.
   A pop-up will appear.
4. In the Match Type field, select your match type.
   • Prefix Match allows you to block any phone numbers that start with the numbers you enter.
   • Phone Number Match blocks one specific number that is entered.
5. In the country code field, select the country code for the phone number you wish to add to the Block List.
6. In the phone number field, enter the phone number prefix or specific phone number you wish to add to the Block List.
7. (Optional) Click Allow exception numbers.
   A field will appear. Enter the list of exception phone numbers, separated by commas, into the new field.
8. In the Block Type field, choose your block type(s).
   • Inbound: Incoming calls from the number are blocked.
   • Outbound: Outgoing calls from the number are blocked.
9. Click Apply.
10. In the Channel Type field, choose your channel type(s).
    • Voice: Phone calls are blocked.
    • SMS: Messages are blocked.
11. (Optional) In the Comment field, enter a note regarding the blocked number, up to 50 characters in length.
12. (Optional) Click Active Status to toggle the blocked number off.
13. Click Save.
    The pop-up will close and the number will be added to your Block List.

Block IP addresses

1. Access the Zoom Contact Center Block List.
2. Click IP Addresses.
3. Click + Add new rule.
   A pop-up will appear.
4. In the IP address field, enter the complete IP address you wish to block.
5. (Optional) In the Comment field, enter a note regarding the blocked number, up to 50 characters in length.
6. (Optional) Click Active Status to toggle the blocked number off.
7. Click Save.
   The pop-up will close and the number will be added to your Block List.

How to edit an existing rule in the Zoom Contact Center Block List

If a user wishes to edit a rule that already exists rather than adding a new record to the Block List, this can be accomplished by following the instructions below:

1. Access the Zoom Contact Center Block List.
2. Click the tab pertaining to the rule you wish to edit, choosing either Phone Numbers or IP Addresses.
3. To the right of the rule you wish to edit, click the ellipsis  .
4. Click Edit.
   A pop-up will appear.
5. Make your desired changes to the rule.
6. Click Save.
   The pop-up will close and your changes will be applied.

How to import rules to the Zoom Contact Center Block List via CSV

Instead of manually adding rules for phone numbers and IP address, rules can be mass-imported for phone numbers and IP addresses via CSVs. Below are instructions for accomplishing this import.

Import phone number rules

1. Access the Zoom Contact Center Block List.
2. Click Phone Numbers.
3. Click Import.
   A pop-up will appear.
4. Under CSV Format, click Download CSV sample.
   A sample CSV file will be downloaded.
5. Open the sample CSV file.
6. Fill out the CSV file.
   • ID: Chosen identifier for the rule. If the rule already exists, the ID is required to update it.
   • Country code (Optional): Enter the alphabetical code of the country from which the number to be blocked originates.
   • Phone Number (Required): Enter the phone number to be blocked, including the numeric country code.
   • Match Type (Required): Enter either Phone Number or Prefix, depending on the kind of block being performed for the blocked number.
   • Channel Type (Required): Enter either Voice, SMS, or Voice/SMS, depending on the channel type desired for the block.
   • Direction (Required): Choose the direction for the blocked number, entering either Inbound, Outbound, or Inbound/Outbound.
   • Status (Required): Enter either Active or Inactive to determine the status of the blocked number.
   • Exception (Optional): List any exception numbers desired, separated by commas.
   • Comment (Optional): Enter any comment desired for the blocked number, up to 50 characters in length.
7. Save the file as a CSV.
8. In the pop-up back in the web portal, choose either the Add block rules tab or Update block rules tab.
   • Add block rules will add rules to the existing Block List.
   • Update block rules will overwrite the existing Block List. Note that the ID field is required in the CSV if you are updating an existing rule with an ID.
9. Click Choose a File.
   A file selection window will appear.
10. Click your saved CSV and upload it.
    Once the CSV has finished uploading, the Import block rules from the CSV file pop-up will display information regarding the results of the upload, notifying you of which rules were successful and whether any were unsuccessful.
11. Click Cancel to exit the pop-up.

Import IP address rules

1. Access the Zoom Contact Center Block List.
2. Click IP Addresses.
3. Click Import.
   A pop-up will appear.
4. Under CSV Format, click Download CSV sample.
   A sample CSV file will be downloaded.
5. Open the sample CSV file.
6. Fill out the CSV file.
   • ID: Chosen identifier for the rule. If the rule already exists, the ID is required to update it.
   • IP Address (Required): The complete IP address to be blocked.
   • Status (Required): Enter either Active or Inactive to determine the status of the blocked IP address.
   • Comment (Optional): Enter any comment desired for the address, up to 50 characters in length.
7. Save the file as a CSV.
8. In the pop-up back in the web portal, choose either the Add block rules tab or Update block rules tab.
   • Add block rules will add rules to the existing Block List.
   • Update block rules will overwrite the existing Block List. Note that the ID field is required in the CSV if you are updating an existing rule with an ID.
9. Click Choose a File.
   A file selection window will appear.
10. Click your saved CSV and upload it.
    Once the CSV has finished uploading, the Import block rules from the CSV file pop-up will display information regarding the results of the upload, notifying you of which rules were successful and whether any were unsuccessful.
11. Click Cancel to exit the pop-up.

How to delete rules from the Zoom Contact Center Block List

Rules can be deleted from the Zoom Contact Center Block List either individually or through mass selection. Instructions for deleting rules that have been added to the Block List are outlined below.

Delete an individual rule from the Block List

1. Access the Zoom Contact Center Block List.
2. Click the tab pertaining to the rule you wish to delete, choosing either Phone Numbers or IP Addresses.
3. To the right of the rule you wish to delete, click the ellipsis .
4. Click Delete.
   A pop-up will appear.
5. Click Delete in the pop-up.
   Note: Once this is done, it cannot be undone.

Delete multiple rules from the Block List

1. Access the Zoom Contact Center Block List.
2. Click the tab pertaining to the rules you wish to delete, choosing either Phone Numbers or IP Addresses.
3. Check the box to the left of each rule you wish to delete..
4. At the top of the rules list, click Delete selected.
   A pop-up will appear.
5. Click Delete in the pop-up.
   Note: Once this is done, it cannot be undone.

How to export rules from the Zoom Contact Center Block List

Admins can export some or all of an account’s Block List (choosing either phone number or IP address) from within the Zoom Contact Center Block List tab. Instructions for doing so are listed below.

Export all records from the Block List

1. Access the Zoom Contact Center Block List.
2. Click the tab pertaining to the rules you wish to export, choosing either Phone Numbers or IP Addresses.
3. Click Export.
   A CSV will be downloaded containing the Block List’s rules.

Export specific records from the Block List

1. Access the Zoom Contact Center Block List.
2. Click the tab pertaining to the rules you wish to export, choosing either Phone Numbers or IP Addresses.
3. Check the box to the left of each rule you wish to export.
4. At the top of the rules list, click Export selected.
   A CSV will be downloaded containing only the rules you selected.