---
title: "Block numbers in 8x8 Contact Center"
slug: "block-numbers-in-8x8-contact-center"
updated: 2026-10-14T14:20:26Z
published: 2026-10-14T14:20:26Z
canonical: "help.8x8.com/block-numbers-in-8x8-contact-center"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Block numbers in 8x8 Contact Center

You can block unwanted calls in 8x8 Contact Center. Use this article if your Contact Center uses the built-in 8x8 CRM and you want to block numbers by flagging customer records in Agent Workspace.

## Applies to

- 8x8 Contact Center
- Configuration Manager for Contact Center

## Limitations

This article only applies if your Contact Center uses the built-in 8x8 CRM and you want to block numbers by flagging customer records in Agent Workspace.

- For more details on using an external CRM, see [Block a Number in Contact Center When Using an External CRM](/support/docs/block-a-number-in-contact-center-when-using-an-external-crm).
- For Engage-only tenant or if you want to block numbers in bulk via the API, see [How to block calls in Engage using APIs](/support/docs/how-to-block-calls-in-engage-using-apis).

## Procedure

There are three steps that need to be completed to block calls in 8x8 Contact Center

1. Create or edit a custom Customer Field to flag phone numbers to block.
2. Create a Phone Script to recognize and end calls from customers with the blocked number flag set.
3. Create or edit a Customer Record with the phone number to block, and the blocked number flag set.

### Create a custom Customer Field for blocked numbers

1. In Configuration Manager for Contact Center, go to **CRM** > **Fields** > **Customer Fields**.
2. Click **+** to add a Customer Field.
3. For the *Data Type*, select **Pick List**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9144?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A00Z&se=2026-11-04T00%3A18%3A00Z&sr=c&sp=r&sig=7wZVTTj37dyWMN224jGwdiQ2eSP3dz%2BPcbSmVSfBOp8%3D)
4. Enter the following values:
  - **Field Name**: numberblocking
  - **Display Label**: Blocked Numbers
5. From the **Pick List Values** drop-down, select **Edit Pick List Values**.
6. Click **+ Pick List Value**. Do this twice for a total of two values. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9142?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A00Z&se=2026-11-04T00%3A18%3A00Z&sr=c&sp=r&sig=7wZVTTj37dyWMN224jGwdiQ2eSP3dz%2BPcbSmVSfBOp8%3D)
7. In the value column, name the default value **Not Blocked** and the second value **Blocked**.
8. Click **Save**.

### Create a script to block callers with the blocked flag set

> [!NOTE]
> Note:
> 
> It is recommended that you create a copy of the existing script you want to change and edit that, rather than editing the original script.

1. Go to **Scripts**. The Phone tab comes up by default.
2. Click **Add new phone script**.
3. Give the script a name and select the script you want to copy in the **Copy script from** drop-down.
4. Click **Save**.
5. Click **Main IVR**.
6. Add the **Check ANI** script object and label it **Check for Blocked Numbers**.
7. Click **Contact Found**, then **Add**, then add **Check Picklist**.
8. Name the pick list **Block Calls.** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9140?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A00Z&se=2026-11-04T00%3A18%3A00Z&sr=c&sp=r&sig=7wZVTTj37dyWMN224jGwdiQ2eSP3dz%2BPcbSmVSfBOp8%3D)
9. Under Data to test, select the **Blocked Numbers** pick list you created.
10. Under **Select Operator**, select **Is equal to**.
11. Check the box next to **Blocked**.
12. Click **OK**.
13. In the IVR, click **Matched**, then **Add**, then add **Hang Up**.
14. Click **Save**.

### Create a customer record with the number to be blocked

1. Log into **8x8 Agent Workspace** as an agent with the privileges to create and edit customers.
2. Go to the **Customers** tab in the CRM panel.
3. Click **Search**, then click **Advanced**.
4. On the **Advanced** search page, search by **Voice**, then type in the phone number you wish to block, without spaces or dashes.
5. If you find a customer record with the number to block, select that record and edit it, then proceed to Step 9.
6. If you did not find the number you want to block, click **+ New Customer** at the top right of the search results.
7. Enter the required fields for the customer whose number you want to block.

> [!NOTE]
> Note:
> 
> A UK telephone number should save as E164 format, i.e., +44xxxxxxxxx

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9141?sv=2026-02-06&spr=https&st=2026-11-03T23%3A18%3A00Z&se=2026-11-04T00%3A18%3A00Z&sr=c&sp=r&sig=7wZVTTj37dyWMN224jGwdiQ2eSP3dz%2BPcbSmVSfBOp8%3D)

1. Set the custom pick list field for blocked numbers to **Blocked**.
2. Click **Save**.