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Detect Call Screening

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Julianne Skinner
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Overview

Call Screening features were released on iOS in late 2025 and companies will need to adapt to the behavior of Call Screening in order to make sure their calls go through to the intended recipient without being blocked or flagged. 

Call Screening works by asking the caller to state their name and purpose for calling prior to the call recipient answering the call. Convoso has released settings for detecting call screening and handling those calls, as well as the ability to track calls that detected call screening.

The article covers the various updates throughout Convoso that control and configure Call Screening.

Contents

Call Routing & Analysis

When call screening is detected and the admin has configured Route to Agent or Play message once call screening detected, agents need to know they are speaking with someone who is using call screening. This helps agents understand why there may be delays or unusual behavior during the call, and adjust their approach.

See: Call Routing & Analysis Campaign Settings

Call Analysis Section

The Detect Call Screening settings defines the system’s behavior when call screening is detected on outbound calls. 

Campaign Settings page → Call Routing & Analysis tab → Call Analysis section →  Detect Call Screening field 

A text notification will show to Agents in the call header of the Agent Console when an Admin has enabled Detect Call Screening (selected an option other than Disable) AND Call Screening is detected.

Detect Call Screening Options:

Route to Agent When call Screening is detected the call will route to the next available Agent.

Play message once call screening detected:

Note: This setting is specific to call screening ONLY and does not override configuration of the Leave Message when Answering Machine is detected setting.
  • iOS plays a message requesting who is calling and why.
  • Convoso plays a short identification message in response.
  • If the Lead picks up after the message, the call is routed to an Agent.

 

Agent Console Notification

Detect Call Screening field enabled → Call in progress in Agent UI → Call Screening detected notification

  • The Call Screening Detected notification shows as text next to the call timer in the Agent Console's call header.

Call Logs

Admins can see which calls were affected by iOS/Android call screening to analyze patterns and troubleshoot issues.

See: Call Logs Report

Call Screening Filter

Reports → Call Logs option → Manage Call Logs page → Call Logs filters & table

  • Call Screen added to the Filter By drop-down.

  • Operator options:

    • With/In

    • Not With/In

    • Is Null

    • Is not Null

  • Options for value in multi-select field:

    • iOS

    • Android

Call Screening in Call Logs Table

Calls in the Call Logs table will display in the Call Screening column showing whether the call was screened in iOS or Android.

  • New column titled Call Screen in the Call Logs Report table.

    • Display values: iOS, Android, or Blank (no screening detected).

  • Option to show or hide from the table in the Customize window under the Calls section.

 

 

 

 

 

 

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