Managing the blocked list In Zoom App

Managing blocked numbers in an account can be done by both the account owner and the admin in the account. Numbers can be blocked both incoming (a number cannot be called into your account) as well as outgoing (a number cannot be dialed by anyone in your account). As well as blocking calls that hide their caller ID, you can also block all callers that call from your account.

Zoom Rooms and common area phones can also be blocked by admins from receiving incoming external calls. Since Zoom Rooms and common area phones are often open to the public, you can block all external calls if the direct number is receiving a lot of spam calls.

You can also manage your block list on your phone.

Prerequisites for managing the blocked list

  • Account type: Business, Education, or Pro
  • Ownership or admin rights on the account
  • License for Zoom Phone

Limitations of the blocked list

  • Only inbound and outbound calls can be blocked. SMS messages are unaffected by the blocked list.
  • The account or phone user level allows users to block phone numbers, prefixes, or callers who do not have a caller ID. The block numbers for a specific site cannot be applied if you have multiple sites.
  • There are options available to stop outside calls from entering your system using the Account, Site, and Extension views. Furthermore, you can do this both at the account level (selected users, Zoom Rooms, common area phones) as well as at extension level (all users in the account).
  • It is possible to block external calls only for users of phones, Zoom Rooms, and phones located in common areas. In the case of blocking external calls, only the extensions within the account would be affected on the account level, for example.
  • Inbound calls to external numbers are not blocked, as outbound calls can still be made to external phone numbers even if inbound calls are blocked.

Effects of blocking calls

  • If you block a call, it will not appear in your administrator’s call log or the call history of a user associated with the blocked call.
  • A generic message will be heard when a caller attempts to reach a blocked number.
  • Telephone users often find it common practice to call a blocked outbound phone number with the intention of speaking to that person but instead, hearing the same generic message stating that the person they are calling is unavailable.
  • If you have blocked a person’s phone number, their phone settings will show them the blocked numbers so that they can allow or change them.
  • Your blocked numbers can only be viewed (not changed) by phone users if you block numbers at the account level.

How to block phone numbers, prefixes, or callers without a caller ID (account level)

A block rule is a rule that can be created for all users of the account to block a particular number or all numbers whose prefixes match a predefined pattern (country code and area code).

  1. Log on to the Zoom web portal by clicking the button below.
  2. Then select Phone System Management from the navigation menu and then click the Company Info button.
  3. From the top of the page, select Account Settings.
  4. Select the Blocked List tab at the top of the page.
  5. (Optional) Enable the toggle to block incoming calls from people hiding their caller ID on the Caller ID when you enable the Block Calls without Caller ID feature.
  6. Simply click Add.
  7. Describe the number: Enter the number. Describe the caller: Enter the number.
    • Match Type
      • By choosing this option you will have the means of blocking all phone numbers with some country code from sending out any calls with the area code that corresponds to the country code you choose.
        Note:
      • You will need to include the country code in the prefix. If you enter 1905 blocks with area code 905 and country code 1, for example, you will get the following results.
      • In case you wish to block a specific telephone number, you will have to select Phone Number Match.
        Note:
      • If you are entering a telephone number, you will need to enter the country code. Entering 19051231234, for instance, will block the number +1 (905) 123-1234.
    • Block Type
      • You can select Outbound if you do not want phones to receive calls from the blocked number or prefix.
      • In order to prevent customers from contacting the blocked number or prefix, choose Outbound.
    • Comment (optional):
    • Type a comment that assists you in identifying the blocked number.
    • Active Status:
    • The blocked number will be enabled or disabled.
  8. Click on the Save button.

Activate or deactivate blocked numbers

If you add a number to the Blocked List, you have the option of activating or deactivating it. Until the deactivated blocked numbers are activated, they will no longer make an impact on any inbound or outbound calls.

  1. Join the Zoom web portal by logging in.
  2. You will be directed to the Phone System Management section. Take note of the Company Information section.
  3. At the top of the screen, click Account Settings.
  4. You will find a tab called Blocked Lists there.
  5. Next to the rule you want to accept or reject, you can click Edit.
  6. Activate the disabled number by switching the Active Status toggle to the on position or deactivate it by switching the toggle to the off position.
  7. Then click the Save button.

Delete a blocked number

There is also a possibility that you can remove certain numbers from your list, if you do not wish to block them. There is only one rule or number that is allowed to be deleted at a time when using this tool.

  1. By logging in, you will be able to access the Zoom web portal.
  2. In this section of the navigation menu, click on the company information link to access System Information.
  3. Next, go to the Account Settings section at the top of the page.
  4. In the drop-down box, choose Blocked List.
  5. In the last column, you will see a link labeled Delete next to each rule you would like to remove.
  6. Click Delete again to confirm your action.

How to block phone numbers, prefixes, or callers without a caller ID (phone user level)

These steps should be used if you only want to apply a block rule to a specific user.

Note:

In your phone’s settings, you will be able to view or change those blocked numbers. However, even if users have been set to have user-specific blocking rules, you will still be able to block numbers for these users.

  1. You will need to log in to Zoom’s web portal.
  2. Go to Zoom’s Phone System Management page from the left-hand navigation menu and select Users & Rooms.
  3. Find and click on the name of the user you wish to block from receiving calls.
    Note:
  4. Zoom Phone is a product used to place calls. Since Zoom Rooms is not used for placing calls, it is not possible to block phone numbers.
  5. Select the user settings tab.
  6. On the Blocked List tab, configure the following options:
    • To block a specific number or prefix, click View or Edit.
      A list of blocked numbers and prefixes applicable to all users appears beside Default.
    • Add the prefix, number, or extension to the block list by clicking Add in the appropriate section.
      • Blocked phone number prefixes:
      • Select an area code and a country code from the drop-down menu. Click on the Save button, enter a prefix, and then select an area code.
        Entering the 1905 blocks number with the country code 1 and the area code 905 would be an example.
      • Blocked numbers:
      • If you want to block a particular phone number. Simply enter the area code, the telephone number, and then click Save.
        By entering the number 19051231234, for example, the number will be +1 (905) 123-1234.
    • (Optional) Block all incoming calls that hide their caller ID by enabling the Block Calls without Caller ID toggle.
    • Block External Calls:
    • Block incoming calls from external numbers during business hours, holidays, and closed times.
      Note:
    • Only incoming calls are affected. External phone numbers can still be called.

Delete a blocked number

If you don’t want to block a number, you can delete it from your block list. Rules and numbers cannot be deleted at the same time.

  1. Log in to the Zoom website.
  2. To access Phone System Management, click Users & Rooms on the navigation menu.
  3. You can block numbers for a specific user by clicking their name.
  4. To do so, click User Settings.
  5. Click View or Edit to access the Blocked List.
  6. Click * next to the blocked number or the prefix you want to delete from the Blocked phone number prefixes or the Blocked numbers section.

How to block external calls

The feature of blocking inbound external calls can also be set up to prevent inbound calls from outside the global network coming into a particular account, location, or extensions (individual extensions, Zoom Rooms, common area extensions). This means that external call blockers will only be able to block inbound calls on your account, meaning that external calls shall continue to work.

Note:

  • This feature prevents external calls being received by phone users, Zoom Rooms, and all phones that are part of the common areas. When you block access to external calls from an account, this will affect only those extensions within the account.
  • The following types of calls are considered external:
    • Not directly connected to Zoom Phone,
    • Configured without BYOC, or not directly connected
    • In the sense that it is not synchronized with Active Directory or Exchange.

Account

  1. You need to be logged into the Zoom website in order to do this.
  2. Go to the Phone System Management section of the navigation menu, then click on Company Info.
  3. On the Account Settings page, click Edit.
  4. You will see a tab titled Settings that you need to click on.
  5. Click on Others.
  6. Select Block External Calls.
  7. Make the following changes:
    • Block hours:
    • During business hours, closed hours, or holidays, the rule can be applied.
    • When a call is blocked:
    • Blocked calls are routed to voicemail or are disconnected immediately.
    • Apply changes to:
    • In this page, you can select which existing extensions and sites should be included in this rule, or which extensions and sites should be excluded.

Site

  1. Zoom’s web portal can be accessed by logging in.
  2. Select Phone System Management from the navigation menu, then click Company Info.
  3. To edit a site, click on its name, then on Settings.
  4. Select Other from the dropdown list.
  5. Click on Block External Calls to turn it on.
  6. You will need to make the following changes:
    • Block hours:
    • Choose whether the rule will apply during the business hours of the affected extension, during its holiday hours, or during both.
    • When a call is blocked:
    • Calls will be routed to voicemail for the affected extension, or the call can be disconnected immediately.
    • Apply changes to:
    • It is possible to select whether the rule should be applied to existing or new extensions or sites.

Phone user, Zoom Room, or common area phone

  1. Log on to Zoom’s web portal.
  2. Click Phone System Management from the navigation menu and then click Users & Rooms.
  3. You will have to select the appropriate tab depending on which extension you wish to edit (Users, Zoom Rooms, or Common Area Phones).
  4. You can begin editing the Extension by clicking on the appropriate icon.
  5. Select either User Preferences or Settings from the menu options.
  6. From there, go to the Other section.
  7. Tick the box that says Block External Calls.
  8. Change the following settings:
    • Block hours:
    • The rule can be applied during business hours, during holidays, or during closed hours for the affected extension.
    • When a call is blocked:
    • Calls that are blocked should be routed to voicemail on the affected extension, or the call should be disconnected immediately.