Call Screening
Give agents control over which calls they accept
Call Screening provides pre-call identification and accept/reject controls that let agents make informed decisions before connecting with callers. When a call comes in, agents see caller information including phone number, name, location, and any available CRM data. They can then choose to accept the call, send it to voicemail, or transfer it to someone better suited to help. This puts agents in control and ensures customers connect with the right person from the start.
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Key features of Call Screening
Pre-call information display
Agents see caller ID, name, location, and CRM data before deciding whether to accept.
Accept or reject controls
Simple interface lets agents accept calls they are prepared to handle or route to others.
Custom screening rules
Automatically accept calls from known customers or VIPs while screening unknown numbers.
CRM integration
Pull customer history, open tickets, and account status during the screening phase.
Reason codes
Document why calls were rejected for quality tracking and training purposes.
Alternative routing
Send screened calls to specific team members, departments, or voicemail with one click.
Priority indicators
Flag high-value customers or urgent calls for immediate acceptance.
Block list support
Automatically reject calls from known problem numbers or spam sources.
Why choose Call Screening
Call Screening empowers agents to manage their time effectively by connecting only with callers they are prepared to help. Instead of blindly answering every call, agents see context first and can route calls to the most appropriate person. This improves first-call resolution, reduces transfers, and helps agents maintain focus on their current priorities. Customers benefit by reaching the right expert immediately instead of being bounced between multiple agents.
How to use Call Screening
Enable Call Screening in your account settings and configure screening rules. When a call arrives, agents see a screening window with caller information pulled from your CRM and call history. The agent reviews the information and clicks accept to connect, reject to send to voicemail, or transfer to route to a colleague. All screening decisions are logged for quality tracking and training.
Frequently asked questions about Call Screening
What information do agents see during screening?
Caller ID, name, location, previous call history, and any available CRM data.
Can agents reject calls?
Yes. Agents can reject calls and send them to voicemail or transfer to another team member.
Does the caller know they are being screened?
No. The screening happens silently before the call connects.
Can I auto-accept calls from known customers?
Yes. Configure rules to automatically accept calls from VIP customers or known numbers.
What happens to rejected calls?
Rejected calls can go to voicemail, transfer to another agent, or route based on your configuration.
Does Call Screening work with CRM systems?
Yes. Caller information is pulled from integrated CRM systems during the screening phase.
Can I block specific numbers?
Yes. Add numbers to a block list to automatically reject spam or problem callers.
Do agents have time limits to accept or reject?
Yes. Configure time limits for screening decisions to prevent calls from ringing indefinitely.
Can supervisors see screening decisions?
Yes. All screening activity is logged including accept/reject rates and reasons.
How does Call Screening improve customer experience?
Customers connect with the right agent immediately instead of being transferred multiple times.
Implementation
Get Started in Minutes
Follow these simple steps to activate this powerful feature
Enable Call Screening in your account settings
Configure screening rules and auto-accept criteria
When a call arrives, review the screening window with caller information
Accept calls you are prepared to handle
Reject and route calls that should go to colleagues
Document reject reasons for quality tracking
Review screening metrics to optimize team performance
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