Spam filter block

[TheJeffN]

I have Cisco Finesse users that are being blocked by spam filters when calling clients to schedule appointments. The filter asks them to dial 1 to get past but the keypad doesn't open so they are unable to get through the filter. Any ideas on how to get past this?

[Roger Kallberg]

If your agents has a device where the call is made from, like Webex app, Jabber or a desk phone they can press 1 on the keypad on the phone device.

[TheJeffN]

Thanks for the idea. The call is made through Finesse so the Jabber keypad doesn't open.

[Roger Kallberg]

It’s possible to open it after the fact of call made from Finesse.

[TheJeffN]

I had the user try and it doesn't work. I had her call back through Jabber only and it still didn't work. Is there a setting so that when they dial 1 to pass the filter it hears the tone of the number? My guess is it's not sending that through somehow.

[TheJeffN]

Also not working with a physical phone.

[Roger Kallberg]

Have you tried making the call directly from either the desk phone or Jabber and then do the key press to send the DTMF signal when the call is answered by the remote end? If that doesn’t work you’ve got an issue with sending DTMF.

[bill.king1]

Also, another approach is to find out why your calls are being blocked by the spam guard, and work to get your phone number off of that list. The press 1 approach is one used by Nomorobo, so if that's the case you can also reach out to them and get your numbers cleared if you can demonstrate it is a legit call/purpose.