Suppress Unwanted Callers

Block unwanted phone numbers across your organization, apply suppression from call outcomes, and manage your list with CSV imports and exports.

Use phone suppression when a number should no longer reach your team or receive outreach from your organization. It is useful for repeated unwanted calls, abusive callers, and suspected spam.

Suppression applies to the phone number across your organization, not just one campaign. A number does not need an existing customer record to be suppressed.

What suppression does

Inbound calls: careCycle disconnects the caller before an AI conversation starts or an agent rings.
Outbound contact: new call and SMS attempts to the number are blocked. Pending outreach is canceled.
Customer records: matching records show that the phone number is suppressed.

Suppression does not end calls already in progress or recall messages already sent. It cancels pending appointment outreach, not the appointment itself.

Suppression is different from Do Not Call or Do Not SMS. It also blocks inbound calls. Your existing contact preferences remain separate: adding or removing suppression does not rewrite them or remove a carrier opt-out.

Add a phone number

Open Settings > Calling > Phone Suppressions.

Select Add Phone Number and enter the caller's number.

Choose the reason, then select Suppress Number.

The list includes numbers without customer records. Adding a number does not create a customer. If a number was previously removed, adding it again reactivates suppression and records the new action in its history.

Suppress from a call disposition

An administrator can associate suppression with a selectable library or custom disposition. For example, create Block Caller for spam or abusive callers, while keeping Do Not Call for customers who request no further outreach.

Add a disposition to a routing group

Open Configure > Routing and select the Softphone routing group your team uses. Open its Dispositions section.

Select Add or Create Disposition…. Add an existing library disposition, or type a new name such as Block Caller and select Create.

For a new disposition, enter its description and choose an Outcome Type. For a spam or abusive caller, Bad Contact is an appropriate outcome type. Select Apply to Draft to add it to the routing group's draft.

Turn on the disposition's Suppress switch and choose a reason, such as Suspected Fraud or Spam or Abusive Behavior.

Select Save Routing Group to apply the disposition and suppression policy. Agents can then select that outcome when completing calls through the group.

Routing-group dispositions replace the organization's default library choices for that group; system dispositions remain available. Add the other outcomes your agents need as well. To reuse Block Caller in another routing group, add the existing library disposition rather than creating another copy.

See Routing Groups: Dispositions and Wrap-Up for routing-group setup and Wrap-Up and Dispositions for the agent workflow.

Configure organization defaults

Open Settings > Calling > Dispositions to manage the default choices used for manual outbound calls and calls without a routing-group disposition set. Use Add or Create Disposition… to add an existing disposition or create one. New dispositions use Create & Add here. Then enable Suppress and choose a reason. Changes in this settings page save immediately; suppression changes can be reverted with Undo in the confirmation message.

If you close the suppression reason menu without choosing, the previous reason is kept, or Other if there was none.

What agents and callers experience

Agents continue using the same disposition picker. When a call is completed with that disposition, careCycle adds the caller's number to the organization's suppression list. The policy applies organization-wide, even when configured from a particular destination.

Changing a policy does not retroactively suppress numbers from earlier calls. Disabling or removing a policy does not remove numbers already suppressed. The built-in Do Not Call disposition records an outbound contact restriction. It does not add the number to the phone suppression list or block incoming calls. Use phone suppression when you also want to prevent the caller from reaching your team.

Review a suppressed number

Search by phone number or filter by Status, Reason, Origin, Added From, and Added Through. Dates use your organization's timezone. Date filters include the full selected days.

Select a row to open its details:

Customers shows matching customer records you have permission to view, including their separate Do Not Call and Do Not SMS preferences.
Activity shows blocked-call records and canceled outreach.
History shows when suppression was added or removed and its recorded reason and origin.

Remove suppression

Open the number's details, select Remove suppression, then confirm.

The number becomes eligible for future contact subject to your other contact rules. Any independent Do Not Call, Do Not SMS, or carrier opt-out remains in place. Previously canceled outreach does not restart automatically.

If you do not have access to remove suppression, contact your administrator.

Remove several numbers

Select the checkboxes beside the numbers, or use the header checkbox to select the current page. To include other pages, choose Select all matching this filter. Your search, status, reason, origin, and date filters all apply. You can uncheck individual numbers to exclude them.

Select Remove selected, review the count, then confirm. Numbers that changed since selection may be skipped; review any remaining numbers before trying again. Previously removed numbers cannot be selected.

Import a CSV list

Use Import CSV to add a larger list. A file can contain up to 50,000 data rows and must be a UTF-8 CSV no larger than 4 MiB. Split larger lists into separate files.

Select Download Template, or prepare a file with exactly these two headers:

phoneNumber,reason
+12125550123,customer_request
+442079460123,suspected_fraud_spam

Choose your file. Review how many rows are valid, duplicated, or invalid before importing.

Select Import valid rows and follow the progress shown in the dialog.

Review the result. If some rows failed, keep the file selected and use Retry Import. Numbers already imported successfully are not added twice.

Importing a file adds to your list. It does not remove numbers that are missing from the file or create customer records. Repeated numbers are counted once, using the first valid row. Importing a previously removed number suppresses it again.

Use the following reason codes to categorize your numbers. Blank or unrecognized reasons are saved as other, so those numbers can still be imported. The preview shows how many rows will use Other. Invalid phone numbers are skipped.

Reason	CSV code
Abusive Behavior	`abusive_behavior`
Customer Request	`customer_request`
Deceased	`deceased`
Duplicate or Recently Handled	`duplicate_recently_handled`
Failed Verification	`failed_verification`
Not Interested	`not_interested`
Other	`other`
Out of Network	`out_of_network`
Repeated Shopping	`repeated_shopping`
Suspected Fraud or Spam	`suspected_fraud_spam`
Wrong Person or Invalid Number	`wrong_person_invalid_number`

Export the list

Set the filters you want, select Export CSV, then Start Export. When the file is ready, select Download. You can also leave the page and download it later from export activity.

The file contains matching phone numbers, reasons, statuses, origins, and recorded dates. Export files are available for 24 hours. Dates in the CSV use UTC; the date filters use your organization's timezone.

An export is a reporting file, not an import template. To import selected numbers from it, keep only phoneNumber and reason, and review the statuses first so you do not unintentionally reactivate removed numbers. Exported phone cells may have a leading apostrophe to keep spreadsheet software from treating them as formulas; remove that spreadsheet prefix when preparing the two-column import file.

Permissions

Viewing the list, managing individual numbers, importing, exporting, and configuring disposition policies are separate permissions. Matching customer details also require customer and contact-information access.

If an action is missing, ask your administrator to review your roles and permissions.

For normal handling of callers who are not suppressed, see How Inbound Calls Route.

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