Block calls

Prevent and block phone numbers from calling or texting companies in your account. If your call volume is low, then a few “wrong number” calls can seem like a lot. We know this can be frustrating, and we actively work to prevent unwanted calls from reaching your tracking numbers.

Learn about the various ways CallRail prevents spam.

Getting started

You have a few options when it comes to filtering unwanted or spam calls, and you can update your settings at any time:

Blocking prevents a caller (or type of caller) from calling or texting you. Callers that are blocked will hear a message that calls from their number are not accepted when they dial your tracking number.

Challenging a caller will prompt the caller to press 1 before being connected to your tracking number. If they don’t make it past the prompt, then they won’t be connected to your tracking number.

How to block a single caller

You can block a number from calling tracking numbers within a specific company in your account by navigating to that caller’s timeline.

  1. Click Activity at the top of the page.

  2. Choose the company whose call log you’d like to view.

  3. Find the caller you’d like to block, and click to view their Timeline.


  4. Click the Block Number icon next to their telephone number at the top of the timeline.


How to block or challenge calls

You can block a single number and categories of callers from the Blocked Callers page in your account. When blocking callers, you can enter an area code (e.g. 404), and exchange (e.g. 404-555), or a full 10-digit phone number.

Categories of blocked or challenged callers are company-dependent within your account.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company where you’d like to block or challenge calls.

  3. Choose Blocked Numbers from the Lead Management header on the left.

  4. Block a specific phone number at the top of the page by entering the number into the top field and clicking Block. You can also choose to block this caller from all companies in your account by clicking the checkbox. Use the drop-down menu for each number to challenge or reject calls from that caller. 

  5. You can also choose to filter callers by category at the bottom of the page. Select Challenge, Block, or Allow to apply your settings to any caller that falls within one of these categories.


  6. Optional: If you're an account administrator, you can access the Rejected Calls report from the Blocked Callers page. With this report, you'll see the activity of your spam, challenged, and rejected calls for any or all companies in your account. For more information about accessing the Rejected Calls report, visit this help article.  

Category Definitions

  • Calls to Inactive Numbers: Calls to a visitor tracking number (i.e. a number from a website pool) that isn’t currently assigned to a website visitor. This usually happens after the creation of a website pool. In the Number Assignment Table of the website pool, these tracking numbers will often appear as “Not assigned.”
  • Robocallers & Telemarketers: Calls from a phone number that is suspected to be spam.
  • Non-Local Callers: Calls from a phone number that is outside the local calling area of the tracking number they dialed. For example, if either challenged or blocked, calls to a tracking number with a 404 area code (Atlanta) from a 212 area code (New York) will not be allowed.
  • US Area Codes: Calls from a phone number with a US area code.
  • Canadian Area Codes: Calls from a phone number with a Canadian area code.
  • Toll-Free Callers: Calls from a toll-free phone number.
  • Restricted Callers: Calls that do not provide valid caller ID information, or report as "anonymous."
  • Non-Standard Callers: Calls that don’t provide a standard 10-digit phone number, such as a Skype number or an international number outside of the areas we service.
  • All Other Callers: It’s important to note that, once selected, this option overrides all other options available from the list of filters. Enabling the Challenge option will challenge any and all phone calls to all of your tracking numbers.

Unblocking callers

You can unblock a phone number at any time from your account's Blocked Numbers page.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company where you’d like to unblock a caller.

  3. Choose Blocked Numbers from the Lead Management header on the left.

  4. Click the Gear icon associated with the number, and then click Unblock.


What do callers hear if I've blocked their number from calling me?
If someone attempts to dial your tracking numbers once they've been blocked, they'll hear a message that says, "Calls from this number are not accepted. Goodbye." The call will disconnect, and it won't appear on your invoice or on your call log.

What do callers hear if I've challenged their number?
If someone dials a tracking number once they've been challenged, they'll hear a message that says, "Thank you for your call. Please press one to be connected to your party." Once they press one on their telephone keypad, they'll ring through your tracking number just like any other caller.

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