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Some phone lines should not be open to the public. A dedicated support line for key accounts. An internal number for management. A direct line to the technical team that only engineers should reach. For these numbers, you want to control exactly who can call in.
The VIP whitelist does exactly that. You build a list of approved phone numbers. Only callers on that list get through. Everyone else is blocked, sent to voicemail, or hears a message — your choice. Your team only receives calls from the contacts that matter.
- Only approved numbers get through
- Block, voicemail, or message for others
- Manage the list via file upload or support
- Works with all number types
Benefits of the VIP whitelist
See how our smart tools help your team work more efficiently, save valuable time, and elevate the way your business communicates.
Exclusive access
Only numbers on the whitelist can reach your line. No cold calls, no spam, no unwanted interruptions — just the contacts you have approved.
Undivided attention
When your team only receives calls from approved contacts, every call gets the focus and service it deserves. No time wasted on irrelevant callers.
Works with every number type
VIP whitelist works with national, local, and international CallFactory numbers. Restrict access on any line, in any country.
How the VIP whitelist works
When a call comes in to your CallFactory number, the system checks the caller’s number against your whitelist. If the number is on the list, the call goes through to your team as normal. If the number is not on the list, the call is blocked — the caller hears a busy tone, a recorded message, or is forwarded to voicemail, depending on your settings.
You manage the whitelist through our support team or by uploading a file. Add numbers, remove them, or replace the entire list at any time. Changes take effect immediately, so there is no delay when a new key contact needs access or an old one should be removed.
Use cases for the VIP whitelist
The whitelist works best whenever you want to restrict a phone line to a known group of callers. A typical example is a dedicated support line for key accounts — only your top clients have the number and only their numbers are whitelisted. Or an internal management line where only directors and senior staff can call in.
It also works well for medical support lines, where a healthcare provider restricts a line to patients or referring doctors only. Another common case is a premium support line for customers with a paid support package — only their numbers are whitelisted, so the line stays available for those entitled to it.
Combine with other routing features
The VIP whitelist integrates with other CallFactory features. Combine it with a phone menu so whitelisted callers choose their department after getting through. Add a whisper tone so your team knows a caller came through the VIP line before they pick up. Set up calendar-based routing so the VIP line routes differently during and outside office hours.
For blocked callers, you can play a message directing them to your main number or a general enquiry line. This keeps the experience professional even for those who do not make it through.
Manage large whitelists with file upload
If your whitelist contains dozens or hundreds of numbers, you do not have to manage them one by one. Use file-based routing to upload a CSV or JSON file with all approved numbers. Update the file when your contact list changes, upload the new version, and the whitelist refreshes immediately.
For teams that use version control, GitHub routing lets you manage the whitelist from a Git repository — with full history, diffs, and instant rollback options.
Included free with every number
The VIP whitelist is included at no extra cost with every CallFactory number.
This feature is included free with every UK telephone number or International telephone number.
Learn more about other features
Find more information about our features that can boost your business communications.
Call filter
Block unwanted callers, allow only authorised numbers, or reroute specific callers to different destinations. The call filter keeps your business lines open for the calls that matter.
DenyList routing
Maintain a list of blocked telephone numbers that are automatically prevented from reaching your team. Request a block and it takes effect in seconds—temporarily or permanently.
PIN code routing
Route calls based on a PIN code. Each PIN leads to a different destination — ideal for VIP clients, internal lines, restricted services, and multi-tenant setups.
VIP whitelist FAQ
Get clear answers about the VIP whitelist and how it works for your business.
A list of approved phone numbers. Only callers whose number is on the list can reach your business line. All other callers are blocked, sent to voicemail, or hear a message.
You decide. Options include a busy tone, a recorded message directing them to your main number, or forwarding to voicemail.
Yes. Add or remove numbers through our support team, or upload a file to replace the entire list. Changes take effect immediately.
Yes. Upload a CSV or JSON file with all approved numbers using file-based routing. You can also manage the list from a GitHub repository for version-controlled updates.
Yes. It works with all CallFactory number types — national, local, and international.
Yes. Combine it with phone menus, whisper tones, calendar-based routing, voicemail, and more. The whitelist controls who gets through; other features control what happens next.
No. It is included free with every CallFactory number.
Yes. You can give whitelisted callers a different routing path — for example, skip the phone menu, bypass the queue, or connect them directly to a specific person or team.
