# Telephone directory and number blocking

Save named telephone destinations for calling and transfers, and block unwanted telephone numbers.

*Release 3.3 · admin, operator*

**Settings › Voice › Business Directory** · **Settings › Voice › Blacklist**

## What it is

The **Business Directory** holds named telephone destinations so you can find a number without typing it each time. The voice **Blacklist** blocks unwanted numbers for both inbound and outbound calling. Both lists belong to the current website account.

## Who uses it and why

- Operators find saved numbers for outbound calls and external transfers.
- Administrators maintain destinations and blocked numbers with the **Settings** role.

## Where to find it

With the **Settings** role, manage destinations at **Settings › Voice › Business Directory** and blocked telephone numbers at **Settings › Voice › Blacklist**. Operators use directory destinations from the voice calling and transfer controls.

## How it works

Directory entries have a name, a phone number and optional descriptive information. You can search the directory and edit or delete existing entries. The administrative list can also match descriptions and associated subsite or team names.

INSIDE rejects another directory entry with the same stored telephone number on the website. Directory results take the operator's permitted subsites into account. An entry without subsite restrictions remains available across subsites.

Blacklist entries are separate from directory entries. INSIDE checks inbound callers and outbound destinations against the voice blacklist. A saved destination does not bypass a blacklist match or outbound-call restrictions.

## Configure it

1. With the **Settings** role, open **Settings › Voice › Business Directory** and select **New**.
2. Enter **Name** and **Phone Number**. Select the correct country code and enter a valid telephone number.
3. Add **Description**, **Subsite/s** and **Team/s** as needed, then save.
4. To block a number, open **Settings › Voice › Blacklist**, select **New**, enter the telephone number and save.

Edit an existing entry to change it. Deleting a blacklist entry removes that list's block; other calling restrictions can still apply.

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › Voice › Business Directory | Yes | Identifies the destination in the directory. |
| Description | Settings › Voice › Business Directory | No | Adds explanatory information to the directory entry. |
| Phone Number | Settings › Voice › Business Directory | Yes | Stores the telephone destination, including its country code. |
| Subsite/s | Settings › Voice › Business Directory | No | Associates the destination with selected subsites. Directory results respect the operator's subsite access. |
| Team/s | Settings › Voice › Business Directory | No | Associates teams with the destination. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Create, edit and delete directory and blacklist entries through Settings. |
| Voice | Use destinations while handling telephone calls, subject to outbound-call permissions. |

## Limits and good to know

- **Name** and **Phone Number** are required in the directory editor.
- The directory telephone picker does not allow the China country code.
- Duplicate telephone numbers are rejected within each list for the website.
- The directory in this release stores telephone destinations; it has no email field.
- Subsite access can explain why different operators see different results.

## Depends on and works with

### This feature uses

- **Configured in** [Subsites](ADM-003.md): Directory entries can be associated with subsites.
- **Configured in** [Roles and permissions](ADM-008.md): Settings access governs directory and blacklist management.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Operator subsite access filters applicable directory results.
- **Configured in** [Teams](ADM-013.md): Directory entries can be associated with teams.
- **Works better with** [Voice provider accounts and telephone numbers](RTC-001.md): Enabled voice accounts and numbers let operators call saved directory destinations.
- **Works better with** [Outbound calling permissions and restrictions](RTC-005.md): Directory entries provide reusable destinations; outbound restrictions and the blacklist still apply.
- **Works better with** [Telephone call transfers](RTC-007.md): Operators can use saved destinations for external telephone transfers.

### Used by

- **Configures** [Outbound calling permissions and restrictions](RTC-005.md): The telephone blacklist blocks outbound destinations even when calling permissions allow them.
- **Enhances** [Visitor names and session codes](VIS-017.md): A matching business-directory entry can supply the fallback name for an otherwise unnamed voice visitor.
- **Enhances** [Telephone call transfers](RTC-007.md): The business directory supplies external transfer destinations.

## FAQ and troubleshooting

### Why can I not save a directory entry?

Enter a name and a valid telephone number with the correct country code. Check whether that number already exists on the website.

### Why can another operator find a destination that I cannot?

Check the destination's subsite associations and your operator's subsite access.

### Why can I not call a saved directory number?

The number may be blacklisted or disallowed by outbound-call permissions. Saving a number does not grant calling permission.

### Can the voice blacklist block outbound calls too?

Yes. The voice blacklist checks both inbound callers and outbound destinations.

### Can I search this directory by email address?

No. The telephone directory in this release has no email field.