How to Configure a Blocked Number Custom Object

Introduction

This guide details how to create and configure a custom object in Salesforce for efficient management of blocked numbers. Using a dedicated custom object for blocked number querying offers several advantages over managing them in complex rule components:

• Improved Performance: Avoids performance bottlenecks and slowdowns, especially when dealing with large block lists, by optimizing database queries.  

• Enhanced Scalability: Easily manage and expand your blocked number list as needed without impacting system performance.

• Simplified Maintenance: Centralized management of blocked numbers makes updates and modifications easier.

Step-by-Step Configuration

1. Create the Custom Object

• Navigate to Salesforce Setup.

• Go to Object Manager.  

• Click Create and select Custom Object.  

• Enter the following:

  • Label: Blocked Number

  • Plural Label: Blocked Numbers

  • The Object Name will auto-populate.

• In the Description field, enter "This object manages blocked numbers for use in call blocking."

• Click Save.  

  

2. Add Fields to the Custom Object

• In the Object Configuration Menu, go to Fields & Relationships.  

• Click New.  

  

  • Create the "Active" Field:

    • Select Checkbox as the field type.

    • Click Next.

    • Field Label: Active

    • Default Value: Checked

    • Description: Is Contact Blocked (True/False)

    • Uncheck "Add this field to existing custom report types that contain this entity."

    • Click Next, Next, and then Save.  

      

      

  • Create the "Blocked Number" Field:

    • Click New.

    • Select Text as the field type.  

    • Click Next.

    • Field Label: Blocked Number

    • Length: 20 (adjust as needed to accommodate phone number formats)

    • Field Name: Phone_Number

    • Description: The phone number to block.

    • Help Text: Enter the phone number in E.164 format (e.g., 442035100500).

    • Click Next, Next, and then Save.  

      

3. Create a Tab for the Custom Object

• Go to Salesforce Setup Home.

• Search for "Tabs" in the Quick Find box.  

• Click Tabs.  

• Click New.  

• Select "Blocked Number" as the Object.  

• Choose a Tab Style (e.g., IP Phone).  

• Enter a Description: "Object to handle blocked numbers for Natterbox Policy Routing."  

• Click Next, Next, and then Save. (You can also configure tab visibility for specific roles).  

  

  

  

4. Add Blocked Number Records

• Use the App Launcher to find and select the "Blocked Numbers" object.  

• Click New.  

• Enter the following:

  • Blocked Number Name: A descriptive name (e.g., "John Smith - Cell")

  • Blocked Number: The phone number in E.164 format (e.g., 442035100500)

  • Active: (Checkbox) -  Ensure this is checked to activate the block. (Set Active by default)

• Click Save.

• Repeat for all numbers you want to block.  

  

  

5. Configure Call Policy

• Navigate to the call policy where you want to implement the blocked number check.  

• Replace the existing block list rule component with a "Query Object" component.  

• Configure the "Query Object" component as follows:

  • Object: Blocked Number

  • Query Field: Blocked Number

  • Query Value: Use the appropriate macro for the incoming caller's number (e.g., $(E164CallerNumber) for inbound calls).  

  • Query Field: Active Equals True

  • Fields to Retrieve: (e.g., Blocked Number Name, Active)

  

• Click "Test Query" and enter a blocked number to verify the configuration. You should receive the name of the record verifying the configuration is working.

• Configure the call routing:

  • If the query finds a matching active record (number is blocked), route the call to the desired destination (e.g., voicemail, disconnect).  

  • If no matching record is found, route the call as normal.