---
title: "How to block calls in Engage using APIs?"
slug: "how-to-block-calls-in-engage-using-apis"
updated: 2026-10-14T14:19:58Z
published: 2026-10-14T14:19:58Z
canonical: "help.8x8.com/how-to-block-calls-in-engage-using-apis"
---

> ## 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.

# How to block calls in Engage using APIs?

This article walks you through configuring and utilizing the 8x8 CRM API to block phone numbers specifically for Engage-only tenants.

## Prerequisites

Before you begin, download the [8x8 CRM API](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/8x8 CRM API.pdf?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A29Z&se=2026-11-03T23%3A40%3A29Z&sr=c&sp=r&sig=Vo1gd7%2BgImaFWYkvS%2BjAuMx%2F5mA4j2kPLnh4Es%2FpPGg%3D) support documentation. The API allows you to Create, Read, Update, Delete records in the 8x8 Contact Center local CRM.

## Applies to

- 8x8 Engage
- Use this guide if you have an Engage-only tenant and want to add or update blocked numbers through the 8x8 CRM API.
- Using Contact Center with the built-in CRM and Agent Workspace? See [Block Numbers in 8x8 Contact Center](/support/docs/block-numbers-in-8x8-contact-center).
- 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).

## Procedure

### Configure CRM API credentials

To enable API access, you'll need to set up authentication credentials:

1. Log in to 8x8 Contact Center Configuration Manager with an Admin account;
2. Navigate to **Integration** > **CRM API;**
3. Check the box for **Enable CRM API Access;**
4. Define a username and password for the CRM API;
5. Review and update the **Access Right** table according to your requirements.

### Create a custom field for blocked numbers

You need to create a dedicated field in the CRM to track 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**.
4. Enter the following values:

![set fields in CRM.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29379?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A29Z&se=2026-11-03T23%3A40%3A29Z&sr=c&sp=r&sig=Vo1gd7%2BgImaFWYkvS%2BjAuMx%2F5mA4j2kPLnh4Es%2FpPGg%3D)
  - Field Name: BLOCK_NUMBER
  - Display Label: BLOCK_NUMBER
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.
7. In the **Values** column, name the default value NOT_BLOCKED and the second value BLOCKED.
8. Click **Save**.

![add values.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29381?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A29Z&se=2026-11-03T23%3A40%3A29Z&sr=c&sp=r&sig=Vo1gd7%2BgImaFWYkvS%2BjAuMx%2F5mA4j2kPLnh4Es%2FpPGg%3D)

### Block numbers via API

Use an API execution tool like Postman to add blocked numbers to your CRM.

### **Set up your request**

1. Create a new HTTP request in your API tool
2. Use your VCC environment URL in this format: *https://vcc-environment.8x8.com/WAPI/wapi.php.*Replace vcc-environment with your actual environment name (e.g., vcc-eu014).

#### **Required fields**

When adding a customer with a blocked number, include these mandatory fields according to the 8x8 CRM API Documentation (Add Customer):

- “tenant” : “*add tenant name*”
- “username” : “*add username*”
- “password” : “*add password*”
- “command-object” : “Customer”
- “command-action” : “Add”
- “firstname”: “*add first name*”
- “lastname” : “*add last name*”
- “BLOCK_NUMBER” : “BLOCKED”

![blocked numbr.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29382?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A29Z&se=2026-11-03T23%3A40%3A29Z&sr=c&sp=r&sig=Vo1gd7%2BgImaFWYkvS%2BjAuMx%2F5mA4j2kPLnh4Es%2FpPGg%3D)

Your API request should now successfully create CRM records with the blocked flag set appropriately.

### Check the flag in your phone script

Setting the flag on a customer record doesn’t block calls by itself. Your phone script also needs to check this field and hang up when it matches. See the script steps in [[Block Numbers in 8x8 Contact Center](/support/docs/block-numbers-in-8x8-contact-center#create-a-script-to-block-callers-with-the-blocked-flag-set)]. When you select the pick list in the script, choose the BLOCK_NUMBER field and the BLOCKED value.

#### Update an existing customer to unblock their number

To modify an existing customer record and change the BLOCK_NUMBER custom field value from BLOCKED to NOT_BLOCKED:

1. List All Customers First, retrieve a list of all customers to identify the customer you want to unblock:

- ““tenant” : “*add tenant name*”
- “username” : “*add username*”
- “password” : “*add password*”
- “command-object” : “Customer”
- “command-action” : “List”
- "accountnum": "%"

![list.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29380?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A29Z&se=2026-11-03T23%3A40%3A29Z&sr=c&sp=r&sig=Vo1gd7%2BgImaFWYkvS%2BjAuMx%2F5mA4j2kPLnh4Es%2FpPGg%3D)

Review the response to find the customer ID of the record you want to update.

1. Update the Customer Record

Once you have identified the customer, update their record with the blocked flag set to NOT_BLOCKED

- ““tenant” : “*add tenant name*”
- “username” : “*add username*”
- “password” : *“add password*”
- “command-object” : “Customer”
- “command-action” : “Modify”
- "accountnum": "*add accountnum you wish to modify*"
- “BLOCK_NUMBER” : “NOT_BLOCKED”

![not blocked.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/29383?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A29Z&se=2026-11-03T23%3A40%3A29Z&sr=c&sp=r&sig=Vo1gd7%2BgImaFWYkvS%2BjAuMx%2F5mA4j2kPLnh4Es%2FpPGg%3D)

Your API request should now successfully create or update CRM records with the blocked flag set appropriately.