Managing Spam Calls and Blocking Numbers

Introduction to potential spam calls or texts on Spruce

Any working 10-digit number can call or text your Spruce phone number, so in the same way that it is normal to receive spam calls on your personal device, it is normal to receive spam calls on Spruce. Receiving spam calls or text messages is not indicative of any security or HIPAA risk. 

One common reason for spam calls or messages is because a purchased number was previously owned by someone else. In cases where a Spruce phone number was previously owned by someone else, we take precautions to minimize the disruption of any potential 'overlap.' Numbers are reserved for a minimum of two months before they are released to a new user. This is intended to give the number’s former owner enough time to update their records. Additionally, our telecommunication partner monitors the number of incoming phone calls during this time and may even extend the two-month reserve period until those call levels reach an acceptable rate.

Automatic Spam Call Prevention

To reduce robocalls and high-volume spam, Spruce automatically prevents certain high-risk inbound calls from ringing your Spruce number.

If a phone number has been blocked by a large number of Spruce organizations, it may be automatically identified as potential spam across the platform. When this happens:

• The call will not ring through.
• The call may be sent directly to voicemail or follow your phone number’s unknown caller handling behavior.
• If a voicemail is left, it will appear in your inbox as usual.
• If no voicemail is left, the conversation will remain archived and will not create a notification for new activity. 
• The conversation will include the tag “InboundCall_SpamDetected” and display a system message identifying the call as potential spam. 

If a legitimate caller’s number is being routed directly to voicemail, you can save that number as a contact in Spruce. Saving a number as a contact ensures future calls from that number are treated as known callers for your organization.

Blocking Numbers

You may experience spam calls or messages from a phone number that has not yet been labeled by the system as spam. If this is the case, you can easily block specific phone or fax numbers. After you block a fax number, no additional faxes will be delivered to your inbox from that number. 

After you block a phone number, if that number attempts to call you, they will hear a busy signal. If that number attempts to text you, the text will look sent from their end but will not be delivered to your Spruce account. You will not receive any notice of attempted calls/text messages in Spruce from a number that has been blocked. You will be unable to call, text or fax a blocked number.

If you have archived the conversation with a phone number you have blocked, incoming calls from that blocked number will automatically remain archived and will not appear in the Inbox. If the conversation was not previously archived, you will see a record in the inbox, although the call will not ring through, and no voicemail will be recorded. The caller will also receive no indication that their number was blocked. 

How to Block a Phone Number

To block a phone number, select the phone number or contact to open the contact card > select the 3 vertical dots next to the number > select Block Phone Number. Once it’s blocked, it will say “Blocked” in red text next to the number. 

You can also add to your list of blocked phone numbers by going to Settings > Phone System > Blocked Numbers > Add Phone Number (or Add on mobile).

How to Unblock a Phone Number

To unblock a phone number, select the phone number or contact to open the contact card > select the 3 vertical dots next to the number > select Unblock Phone Number.

Alternatively, you can go to Settings > Phone System > Blocked Numbers, which contains all the blocked phone numbers in your organization. From here, select the 3 vertical dots next to the number > select Unblock.

How to Block a Fax Number

To block a fax number, select the fax number or contact to open the contact card > select the 3 vertical dots next to the number > select Block Fax Number. Once it’s blocked, it will say “Blocked” in red text next to the number. 

You can also add to your list of blocked phone numbers by going to Settings > Fax > Blocked Fax Numbers > Add Fax Number (or Add Blocked Number on mobile)

How to Unblock a Fax Number

To unblock a fax number, select the fax number or contact to open the contact card > select the 3 vertical dots next to the number > select Unblock Fax Number.

Alternatively, you can go to Settings > Fax > Blocked Fax Numbers, which contains all the blocked fax numbers in your organization. From here, select the 3 vertical dots next to the number > select Unblock.

Strategies for Spam Reduction

Beyond blocking phone numbers, there are additional ways in which you can attempt to reduce spam calls and/or lower the impact that these calls have on your daily workflows:

1. Register with the Do Not Call Registry. You can register your Spruce phone number with the Do Not Call Registry here. This is a government initiative designed to help reduce the number of unwanted phone calls to your phone number. 
2. Update your Unknown Caller Handling setting to screen and/or silence calls from unsaved contacts. Screened callers will hear a prompt and must press a digit to connect. Silenced calls will not ring through. To update this, navigate to your phone number's settings page. Learn more about this feature