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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Listed numbers in rules

Listed folders in rules

Listed folders have no built-in meaning and priorities by themselves, that depends on how rules are programmed by the system administrator. Whether a particular folder is a black or white list and whether it takes priority over other folder is defined in the rules.

Listed number subfolders are not included automatically in rule conditions, they have to be referenced explicitly:

Please note, that in order to reference listed numbers in the rules do not type names of the listed folders, make sure to switch to "one from the list" mode and pick a folder from the drop down list as shown on the screenshot:

The top level folder called `Listed numbers` also has a special function: to provide backward compatibility this folder can be referenced in rules via the {{ListedDID}} placeholder. We do not recommend using that specific placeholder in new rules.

WARNING: in cases when it's required to upload large documents with listed numbers it's advisable to do that outside of peak hours.

Below are examples of the rules we suggest to implement the two most typical scenarios: "number blacklist" and "number whitelist".

Blacklist numbers

  • it's an outgoing rule
  • priority of the rule is set to 1, the highest, before any other rule
  • the rule condition references a custom`Blacklisted` folder plus it's subolders

Whitelist numbers

  • it's an outgoing rule
  • the rule priority is set to 2, i.e. after the `Blacklist` rule
  • rule conditions read as follows "if agent is tagged as `authorize-outgoing` and the number is not found in the custom folder `A2 -whitelisting` and also not found in the custom folder `A4-whitelisting`, i.e. there is no such number in any of the referenced folders"


The {subfolders} button in rule conditions is a switch similar to the checkbox in the number list filter (screenshot).

  •  -  in the button label means exclude subfolders, it reads as "numbers in the specified folder without it's subfolders"
  •  +  in the button label means include subfolders, it reads as "numbers in the specified folder  plus it's subfolders"
  • the subfolders always refers to folders located under the folder specified in the rule; there are no implicit conventions, i.e. the rule reads as you see it on the form
  • example 1, subfolders excluded (screenshot)
  • example 2, subfolders included (screenshot)

Enabled flag and expiration date

When {Enabled?}=False for a listed number, it's the same as though the number is deleted, i.e. not present in the folder at all. Numbers with {Enabled?}=False are ignored in the rule checks.

The {Enabled?} flag is not for switching between black and white listing function, that has to be achieved with the rule conditions. The flag is similar to the expiration date, i.e. it controls whether that number is included or excluded from the checks.

For example, the following rule implements a black list using the {Blacklisted} folder, but it assumes that numbers in the folder have {Enabled?}=True.

The rule reads as follows: if call type is outgoing and the number dialed is listed in the custom folder `Blacklisted` itself(it's subfolders excluded) then hangup the call.

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If you have any questions, or need further support, please don’t hesitate to reach out.