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Blocking Unwanted Calls

SendSquared provides multiple ways to block unwanted calls and manage your blocked numbers list. This guide covers both methods for blocking calls and managing your blocked numbers.

Method 1: Block Calls from Call Log​

The quickest way to block a number is directly from your call history.

Steps to Block from Call Log​

  1. Navigate to Calls in the left sidebar
  2. Click on Call Log
  3. Find the call you want to block in your call history
  4. Scroll to the right side of the call entry
  5. Click the Block button

This immediately adds the number to your blocked list.

Method 2: Manage Blocked Numbers in Global Settings​

For more comprehensive control over blocked numbers, use the Global Settings interface.

Access Blocked Number Settings​

  1. Go to Global Settings
  2. Find the section labeled "Blocked Number Settings"
    • This section is described as: "Add Numbers that are rejected immediately when dialing into your account"

Add a New Blocked Number​

  1. In the Blocked Number Settings section, click "Add New Blocked Number"
  2. Enter the phone number you want to block
  3. Save your changes

Remove Blocked Numbers​

You can also unblock numbers from this same interface:

  1. Navigate to the Blocked Number Settings in Global Settings
  2. Find the number you want to unblock in your list
  3. Click the remove or delete option next to the number

How Blocked Numbers Work​

When a number is added to your blocked list:

  • Calls from that number are automatically rejected
  • The caller will not reach your voicemail
  • The call will appear in your call log marked as blocked
  • You can unblock the number at any time

Understanding the Current Spam Landscape​

SPAM calls and texts are on the rise significantly in recent months across the entire telecommunications industry. Most experts attribute this surge to how AI makes it much easier and cheaper to set up robocall and robotext operations. This trend extends beyond just calls—we're also seeing a significant rise in SPAM emails stemming from the same ease of AI-powered automation.

Industry-wide spam is reaching record levels. According to recent reports, the telecommunications industry is pushing for new regulations to help providers restrict unwanted messages, as delivery regulations that were previously strict have been exploited by spammers. Read more about this trend: CBS News - Robocalls on the Rise

Effective Spam Mitigation Strategies​

For Voice Calls: IVR Menu Protection​

The most effective method to combat robocalls is implementing an IVR (Interactive Voice Response) menu. Here's why this works:

  • Most robocalls cannot navigate IVR menus because they don't know how to press buttons
  • Calls will still appear in your call log, but they won't consume agent time
  • This provides automatic filtering without blocking legitimate calls
  • Works as a first line of defense against automated spam operations

For Voice Calls: Attestation Level Adjustment​

Call attestation is a system that verifies caller authenticity:

Default Setting (Recommended):

  • Accepts calls with attestation levels of C or higher (A, B, and C)
  • Provides balance between spam protection and legitimate call acceptance

Stricter Setting (Use with Caution):

  • Can be configured to accept only B or higher attestation
  • Warning: Many older phone providers haven't updated their configurations
  • May block legitimate calls from customers using older telecom networks
  • Ironically, spam callers often have better attestation registration than some legitimate older phone networks

For SMS: Reporting to Carriers​

SMS spam mitigation is more challenging due to regulatory requirements:

Why SMS is Harder to Block:

  • Carriers must deliver SMS messages per regulation
  • Traditional "blocking" doesn't exist in the same way as voice calls
  • By the time a spam number is investigated and blocked, spammers have often moved to new numbers

What You Can Do:

  • Forward spam messages to 7726 (SPAM)
    • This special number allows you to report spam to carriers
    • Carriers will investigate and potentially block the sending number
    • Helps build industry-wide spam detection patterns
  • Note: This is reactive rather than proactive, but contributes to broader spam reduction efforts

Manual Number Blocking​

While blocking individual numbers can provide some relief:

  • Effectiveness is limited because spammers frequently rotate numbers
  • Best used for persistent spam from specific numbers
  • Should be combined with other mitigation strategies for best results

Best Practices​

  • Implement an IVR menu as your primary defense against robocalls
  • Regularly review your blocked numbers list
  • Forward SMS spam to 7726 (SPAM) to help carriers identify spam patterns
  • Use the call log method for quick blocking of recent unwanted calls
  • Use Global Settings for bulk management of blocked numbers
  • Consider attestation level adjustments only if spam is severe and you understand the trade-offs

Frequently Asked Questions​

Which is worse: SMS or call spam?​

Both are problematic, but they have different solutions:

  • Call spam is easier to mitigate using IVR menus and attestation filtering
  • SMS spam is harder to block due to delivery regulations and lacks effective pre-delivery filtering

The best approach depends on which channel is causing the most disruption to your operations.

Will blocking numbers stop spam?​

Blocking individual numbers provides limited long-term protection because:

  • Spammers rotate through different phone numbers constantly
  • A new spam operation might use hundreds or thousands of numbers
  • It's more effective to use systemic protections like IVR menus

Why can't you just block all spam automatically?​

Several factors make automatic spam blocking challenging:

  • Legitimate calls from older phone networks may have poor attestation
  • SMS delivery is regulated and must be completed
  • False positives could block important customer communications
  • Spam operations evolve faster than blocking systems can adapt

How quickly will spam decrease with an IVR menu?​

Most robocalls will be filtered immediately once an IVR menu is implemented. However:

  • You'll still see the calls in your call log
  • They simply won't reach your agents
  • Human spammers may still get through, but these are much rarer than automated calls

Can spam filtering affect legitimate calls?​

Yes, if configured too aggressively:

  • Stricter attestation levels (B or higher) may block legitimate calls
  • Always test changes with a small subset first
  • Monitor call logs for missed legitimate calls after implementing changes

Troubleshooting​

A blocked number is still getting through​

If a blocked number continues to reach your system:

  • Verify the number is correctly formatted in your blocked list
  • Check if the caller is using different variations of their number (different area codes, etc.)
  • Ensure your blocked number settings are saved properly
  • Consider that the spammer may be using multiple numbers that appear similar

Legitimate calls are being blocked​

If customers report being unable to reach you:

  • Check your attestation level settings (ensure it's set to C or higher, not B or higher)
  • Review your blocked numbers list for any patterns that might catch legitimate numbers
  • Verify your IVR menu isn't too complex or confusing for real callers
  • Test the customer experience by calling your own number from different phones

Spam is overwhelming our agents​

If spam is consuming significant agent time:

  • Priority action: Implement an IVR menu if you don't have one
  • Review your attestation settings with support team assistance
  • Document spam patterns and contact support for additional filtering options
  • Consider whether the majority of spam is coming via calls or SMS to focus mitigation efforts

Need More Help?​

Identify your biggest pain point (call spam vs. SMS spam) and contact our support team. We can help implement the most effective mitigation strategies for your specific situation and provide additional custom filtering options where available.