When a caller needs to be blocked completely from your agency, queue-level suppression alone isn't enough — the number can still call agents directly on their claimed DIDs. This guide walks through the full end-to-end block.
At a Glance: 4 Steps to Block End-to-End
Add the number to a Suppression list.
Attach that list to Blocked Direct Agent Call Lead Lists in Agency Settings.
Attach the same list as a Block Leads List on each relevant queue.
(Optional, advanced) Set up a Block Caller custom dispo with a webhook for one-click blocking from the call screen.
Step 1 — Add the Number to a Suppression List
Go to Leads → Lead Lists.
Click Add List if you don't already have a suppression list. Name it clearly: "Suppression" or "Blocked Leads".
Go to Leads → Leads and click Add Lead.
Enter the lead's number (and name, if known).
At the bottom of the form, assign the lead to your suppression list.
Save.
📌 You can add as many numbers to one list as you need — no need to recreate the list each time.
Step 2 — Block from Direct Agent Calls
This is the most-missed step. Without it, blocked numbers can still call agents on their claimed direct lines.
Go to Agency Settings.
Scroll to the Blocked Direct Agent Call Lead Lists section.
Click + Add and select your suppression list.
Save.
📌 DNC is automatically wired in. Any number an agent dispositions as DNC is automatically added to the agency-wide DNC list and blocked from agent direct calls going forward. You don't need to manually move DNC'd numbers into your suppression list.
Step 3 — Block from Queue Inbound Calls
Go to Call Routing → Queues.
Open each queue where this number could possibly come through.
Scroll to Call Routing Settings.
Find the Block Leads List field and select your suppression list.
Save the queue.
📌 If you have many queues, attach the suppression list to all of them — it's the same list across queues, so this scales.
Step 4 (Advanced) — One-Click Block from the Call Screen
For agents who frequently block harassing callers, set up a one-click Block Caller dispo:
Build a custom dispo named Block Caller mapped to Custom Success. See Adding a Custom Disposition.
Contact support to attach a webhook to the dispo that automatically posts the number into your suppression list when the dispo is selected.
Train agents to use this dispo when needed.
Now blocking is one click — and steps 2 and 3 above propagate the block agency-wide.
How to Unblock
See How to Unblock Leads.
Troubleshooting
"DNC option doesn't appear on this call"
Hard refresh the page (Ctrl + F5). If DNC still isn't in the dropdown, the dispo set assigned to the queue may not include DNC. Check Call Routing → Queues → Edit → Dispo Status Settings, and verify the correct dispo set is assigned.
"Suppression tag not available on this lead"
Refresh the page. If still missing, the lead may be in a sub-agency view where your tag restrictions block edit access. Contact support.
"I added the number to suppression but it called again"
Suppression takes effect immediately but doesn't disconnect calls already in-flight. Confirm you've completed both Step 2 (Agency Settings) and Step 3 (each queue). If the same number still gets through, contact support with the call ID — there may be an alternate routing path (e.g., a slight number variation, or a different lead record with the same callback number).