Engage Voice | Configuring Blocked IP

As discussed in Intro to Blocked IP, IP (internet protocol) blocking is a form of security used on incoming chat messages to block connections from a specific IP address that is considered undesirable. The Omni-channel Voice Admin Blocked IP feature allows you to create an IP blocking rule that blocks customer messages from a particular IP address to come into the system. 
Now that we’ve talked about what the Blocked IP feature is and what it can do for your contact center, let’s discuss how to configure one.

Adding Blocked IP

Follow the steps below to add a Blocked IP address:
1. Navigate to Routing > Advanced settings > Blocked IP via the left-hand navigation bar
2. Click the Add Blocked IP button to open the Create New Blocked IP modal window
3. Enter the IP address you would like to block in the IP field 
4. Provide or select a Mask number from the Mask number field
5. Enter notes in the Notes field (optional)
6. Click Save to save your changes
When you input an IP address and mask number in the IP and Mask field, it will immediately appear in a table in the Create New Blocked IP modal window. The table will display the IP address blocked and its binary number. To understand how masks are used to distinguish between hosts, networks, and subnetworks, an IP address is examined in binary notation.
The settings that you will find in the Create New Blocked IP page is listed below:
  • IP: IP address you want to block
  • Mask: A binary number that can be used together with bitwise operators to manipulate binary data
  • Netmask: Used to divide an IP address into two parts. One part identifies the host (computer), and the other part identifies the network to which it belongs. 
  • Wildcard: Allows or denies all the traffic from a network IP address. The wildcard mask tells the router which bits in the IP address need to match the access list and which do not
  • Broadcast: A network address in special values which is the host identification part of an IP address
  • Host min: Used to check the host’s minimum bandwidth 
  • Host max: Used to check the host’s maximum bandwidth 
  • Notes: Notes that can provide the reason for blocking the IP address or any other notes about the user

Managing Blocked IP

Once you have added a blocked IP address in the system, it will appear in a table in Configure IPs you wish to block page. This table will inform what IP address is blocked, the date it was created, notes (if any), and the Delete trash icon at the far right. 
Please note that you can’t edit a blocked IP address rule after creating it. However, you can delete an IP address blocking rule at any time.
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