Spam calls can overwhelm your team, inflate call volume, and waste valuable time. This guide outlines a structured approach to reducing inbound spam using built-in detection tools, call dispositions, automation workflows, and optional IVR routing.


By combining early detection with automated quarantine logic, you can reduce interruptions while ensuring legitimate callers can still reach your team.

TABLE OF CONTENTS

What Is Inbound Spam Call Reduction?


Inbound spam call reduction is a layered configuration designed to:

  • Identify likely spam before agents engage

  • Allow agents to tag unwanted calls consistently

  • Automatically quarantine repeat spam callers

  • Optionally screen inbound calls through a simple IVR


This approach combines detection, human input, and automation to create strong protection without blocking real customers.

Key Benefits


A layered spam-reduction strategy provides both protection and flexibility.

  • Fewer agent interruptions: Reduce spam calls that ring through to users

  • Faster call handling: Agents can mark spam calls quickly and consistently

  • Automatic quarantine: Marked numbers are automatically placed on inbound DND

  • Optional IVR screening: Simple prompts deter robocalls before they reach users

  • Safe rollback: VIP contacts can bypass quarantine logic

  • Measurable results: Track spam labeling trends and reduced inbound disruptions

Number Intelligence (Spam Detection, Caller Identification & Validation)


Number Intelligence enhances inbound call visibility and outbound message reliability.


What It Provides

  • Spam Detection: Flags suspected spam calls from unknown numbers

  • Caller Identification: Displays caller name details (when available)

  • Number Validation: Verifies number validity before sending initial SMS


How It Works

  • Spam detection applies to inbound calls from unknown numbers (not saved contacts)

  • Caller identification runs before the call is answered

  • SMS validation checks number validity worldwide before sending the first message


When enabled, these features work automatically in the background.


Important Notes

  • Spam detection effectiveness may vary by region

  • Number validation applies globally

  • All components activate together and cannot be toggled individually

Custom Dispositions for Voice Calls


Custom Dispositions standardize how agents label call outcomes.


Creating a dedicated “Spam call” disposition ensures consistent tagging and allows automation workflows to trigger correctly.


  • Spam call

Keep the label short and unambiguous to prevent workflow mismatches.

Workflow — Automatically Enable Inbound DND


Workflows operationalize your spam policy. When an agent marks a call as “Spam call,” a workflow can automatically enable inbound DND for that contact.


  • Trigger: Call Details


  • Filter:

    • Direction = Inbound

    • Disposition = Spam call

  • Action: Enable DND

    • Direction = Inbound

    • Channel = Voice


Starting conservatively with Inbound + Voice prevents accidental blocking of SMS or email communication.


Why This Matters

  • Repeat spam callers are silenced automatically

  • Legitimate outbound communication remains unaffected

  • Quarantine logic can be adjusted or reversed if needed

Optional IVR Front-Door Screening


A lightweight IVR can deter robocalls before they reach agents.


This is optional but helpful in high-volume spam environments.


Minimal IVR Configuration Example

  1. Play Message:

    “Thanks for calling. To connect, press 1.”

  2. Gather Input (DTMF)

    • Accept digit: 1

    • Timeout: 3–5 seconds

    • One retry

  3. If 1 pressed → Connect Call

  4. If no input → Route to voicemail or end call


Important Considerations

  • Keep prompts short to avoid frustrating real callers

  • One phone number can be mapped to one IVR workflow at a time

  • Always test with real devices before publishing

VIP / Safe List & Rollback Options


False positives can occur. These patterns preserve accessibility:


VIP Bypass

  • Add a tag such as VIP or SafeList

  • Add an If/Else condition in the workflow

    • If contact has VIP tag → Skip DND

    • Else → Apply DND


Auto-Clear DND


You may create a secondary workflow to remove DND after a set period (for example, 30 days) to prevent permanent blocking.

Monitoring & Optimization


Review your configuration regularly:

  • Weekly review of call logs

  • Monitor use of “Spam call” disposition

  • Check inbound DND contact counts

  • Evaluate IVR timeout rates


Adjust timeouts, prompts, or DND scope as needed.

Frequently Asked Questions


Q: Does Number Intelligence automatically block spam calls?

No. It flags suspected spam. Blocking occurs through workflows and DND configuration.


Q: Should I enable DND for all channels?

Start with Inbound + Voice. Expanding to all channels may suppress legitimate communication.


Q: What happens if an agent marks a real customer as spam?

You can manually remove DND from the contact or allow an auto-clear workflow to restore access.


Q: Is IVR required to reduce spam?

No. Many businesses use Number Intelligence and Dispositions alone.


Q: Does inbound DND block outbound calls?

No. Inbound DND prevents incoming rings but does not block outbound dialing.


Q: Can this configuration reduce SMS spam as well?

DND can be expanded to additional channels, but test carefully before enabling broader restrictions.

Need Help?


If spam calls persist after configuration:

  • Confirm Number Intelligence is enabled

  • Verify the Disposition name exactly matches the workflow filter

  • Ensure the workflow is published

  • Test using unknown and known numbers