Phonecall Screen – Definition, Works, Benefits & Best Practices

17 Min Read
Phonecall Screen – Definition, Works, Benefits & Best Practices

Phonecall Screen works on your device and doesn’t use Wi-Fi or mobile information. Calls answered by Google Assistant incur transporter call minutes.

Phonecall Screen Definition

Phonecall Screen Definition

Phonecall Screen is a feature that can answer phone calls on your behalf and gives you features and options to deal with calls. It was first announced alongside the Pixel 3 in 2018 and is now available on all Pixel devices. Call Screen works without Wi-Fi or a mobile data connection and runs locally on the device. Before the phone rings, the feature analyzes phone numbers to determine if they’re spam and declines them for you if they suspect it’s a robocall or a telemarketer. The robocall and spam screening feature is much more robust than Google’s standard spam database.

However, if there’s a voice on the other end, it asks them to explain the reason for calling and shows you a real-time transcript of their response. Depending on the answer, you can have Google Assistant ask clarifying questions, such as if the call is urgent, tell them you’ll call them later, or send them to voicemail. You can pick up the call and continue the conversation if it’s not spam.

Once a call has been screened or answered, you can see a transcript of Google Assistant’s conversation with the caller. Open the phone app, go to the call in your recent calls list, and tap the More button to see the transcript. None of this information save to your Google Account. It saves locally.

How Phonecall Screen Works?

The increasing reliance on VoIP phones and a drastic increase in available providers and carriers have changed how a call screening service works.

If someone calls in from a landline, the phone number is registered to a specific telephone line. The phone system controls the specific telephone numbers on the caller ID screen for those using SIP or PRI connections.

But finding the phone number and making a call to your business isn’t the tricky part — instead, it’s crucial to understand how these systems identify the caller’s name.

CNAM (“Calling Name”) databases store account holders’ carrier names and phone numbers. Whenever an incoming or outgoing call is made, the name and number of the person calling are cross-referenced between the caller’s CNAM service and the callee carrier’s CNAM database.

Each receiving carrier runs these incoming calls through a calling name (CNAM) database to connect phone numbers with the name of the person who owns them.

The Benefits of Phonecall Screen

The Benefits of Phonecall Screen

Call screening features allow agents to prioritize calls according to the severity of the issue at hand and the importance of the client. This helps to increase customer retention rates, saves employees time, and makes the resolution process much faster.

Additional benefits of screening calls include:

  • Automatic storage of missed call phone numbers
  • Decreased call center abandonment rate
  • Fewer missed calls
  • Increased privacy and security
  • Improved internal communication
  • Customer self-service capabilities
  • Fewer spam calls
  • Increased agent availability when compatible with Android phone or iPhone phone app

Best Practices of Phonecall Screen

Advanced caller identification and screening functionalities can only take you so far. You also need to have a set of best practices in place, including:

  1. Robust CRM software integration to provide access to customer history
  2. Evenly distributed call paths to ensure that 1-2 agents don’t get stuck handling all screened calls
  3. Voicemail notifications to avoid missing messages left by callers that were screened out
  4. A transparent, concise IVR system with call menus to help customers connect to the proper department/agent
  5. Customer self-service (IVR payments, customer knowledge base, etc.)
  6. Several pre-configured call paths for after-hours, weekend, or holiday calls
  7. Develop an escalation matrix for more pressing support issues
  8. Offer omnichannel support (live chat, email, social media messaging, etc.) to cut down on the number of inbound phone calls
  9. Create customer call scripts to help customers based on the issue at hand more efficiently

Phonecall Screen Features to Look For

While standard Caller ID helps employees to avoid unwanted calls, a sophisticated virtual office phone system provides advanced call forwarding, routing, and answering rules.

Today’s automatic call screening tools can also decline or block robocalls, permanently block a telemarketer’s or robocall number, and follow predetermined unknown call settings when agents receive an inbound call from an unknown number or blocked number.

Let’s take a closer look at call screening features.

Call Routing

Call routing is an essential call screening feature that directly connects an incoming caller to the appropriate agent or department without putting them on hold first.

When they call in, customers select from a range of menu options read by a virtual assistant, such as “Press 1 for the billing department.” Predetermined answering rules follow a call path based on the caller’s response.

Intelligent call routing software also directs calls after business hours or during the holidays.

Remote Call Forwarding

Remote call forwarding connects incoming callers to the appropriate representatives by forwarding business calls to different phone numbers beside the agent’s office desk phone.

For example, if an agent works from home or on the road, calls that come into their office landline telephone are transferred to their Android smartphone or Apple iOS iPhone later, and a certain number of phones rings. If the agent doesn’t answer their smartphone, the call could transfer to their home office line, an additional virtual phone number, or be forwarded to another agent.

Every agent can determine their call path, allowing for increased flexibility and more immediate customer service.

Call Blocking

Call blocking allows agents to prevent inbound calls from specific phone numbers, area codes, and zip codes.

Anonymous call rejection blocks incoming calls that do not provide caller ID information, while auto-identification features block calls from known telemarketing numbers.

In addition to simply blocking the number, you can also elect to play an automated prepared message to blocked numbers. Depending on the message, this reduces the chance that they’ll call again and prevents the caller from knowing they have been blocked.

Businesses wishing to reserve certain phone lines for smaller phone numbers can create an allowed caller list that blocks incoming calls.

Call blocking features will work on a landline, a desktop computer, and mobile Android, Apple, or Google Pixel phones.

Do Not Disturb

When an agent does not wish to receive incoming calls for a few hours but doesn’t want to block calls altogether, the “Do Not Disturb” screen call button automatically forwards calls to voicemail or other agents for a set time.

When the agent is available for calls again, they turn off the Do Not Disturb feature.

Text-to-Speech Messaging

Text-to-speech messaging is an essential business phone feature that allows agents to send a default or customized message to incoming callers when they cannot answer the phone.

The message will then be read aloud to the caller via text-to-speech technology. Messages can provide additional contact methods, offer estimated wait times, or deliver personalized information to the caller.

Automatic Callback

Automated customer callbacks let inbound callers schedule their preferred callback time, whether later the same day or later in the work week. In addition to offering your customers convenience, these callbacks save serious time by eliminating the need for a phone tag.

Making customers feel like their call is a priority and confirming that someone will get back to them is essential, especially given that roughly 70% of callers who don’t get a response the first time will never bother to call back.

How to Use Call Screen on Your Pixel Phone?


How to Use Call Screen on Your Pixel Phone?

PhoneCall screen is primarily aimed at spam calls and robocalls, but its usefulness extends beyond that. It’s also handy to deal with calls from unknown numbers when you’re otherwise engaged, such as in a meeting or class.

Instead of missing the call, you can manually screen it (it appears as a third option alongside Answer and Decline) and read the transcribed conversation to know who is calling and why. If the call is legitimate, you can get Google Assistant to talk on your behalf by choosing from a few on-screen prompts, such as “I’ll call you back” or “Tell me more.” The transcript and audio of all screened calls are saved locally on your device, and you can access them later from the call logs in the Phone app.

Set up Automatic Phonecall Screen

Important: Call Screen does not work with third-party call recording and screen recording apps. We recommend that you turn off these applications before using Call Screening.

  • Make sure you have the latest form of the Phone app. If you see Update, tap it.
  • Open the Phone app.
  • Tap More More, then Settings, then Spam and call screen.
  • Make sure Show caller ID and spam is turned on.
  • Touch Call screen.
  • Under ‘Unknown call settings,’ tap the kinds of people you want to filter out.

To filter automatically, select Filter automatically. Reject robocalls. Otherwise, choose between:

  • Ring phone
  • Automatically screen. Decline robocalls.
  • Silently decline

Optional: Enable the Record call screen sound option to record the sound of filtered calls.

If you enable “Record call screen audio,” only the caller says it record. The auditory your phone plays to the caller is not recorded. If you answer, your call not record.

Which Pixel can Phonecall Screen?

Which Pixel can Phonecall Screen?

Google’s call screening feature for stock Android was announced 2018 for the Pixel 3. This feature allowed you to check who was calling before answering the phone. At the time – and even now – spambots were hitting devices hard, essentially making it a risk to answer a call from just about any number that wasn’t in your contacts. If you’re wondering whether or not your Pixel can take advantage of this feature, the answer is yes. Every Pixel can use call screening, while some older models might not be able to take advantage of every single setting and feature.

There is a restriction on location, however, with these regions being able to take advantage of manual call screening:

  • Australia
  • Canada
  • France
  • Germany
  • Ireland
  • Italy
  • Japan
  • Spain
  • UK
  • US


PhoneCall screen is a valuable tool for managing incoming phone calls and safeguarding that you only answer important or relevant calls. It allows you to review an incoming call and decide whether or not to answer it based on the caller’s information and your preferences. Phonecall screens can be done manually or mechanically. When done physically, a person will review the caller’s data and choose whether or not to answer the call. You can do this using a caller ID feature on your device or by looking up the caller’s info in a directory or contact list.

FAQ for Phonecall Screen

How do I turn off Google call screening?

Turn off automatic call screening to stop Google Assistant from screening your calls. Go to More > Settings > Spam and Call Screen on the Phone app and turn off See Caller and Spam ID. Tap Call Screen and ensure Automatically screen. Decline robocalls are turned off.

How do I turn off Google Voice call screening?

To stop Google Voice from screening calls, log in to Google Voice on the web. Go to Settings and select the Calls tab. In the Call Screening section, turn off the feature.

Is there call screening on an iPhone?

No. However, there are third-party call-screening apps on the App Store. Also, the iPhone has filtering and ways to detect and block spam. For example, turn on Silence Unknown Callers to block phone numbers you’ve never had contact with. Go to Settings > Phone and turn on Silence Unknown Callers.

Also Read: Types of Advertising – Importance & Advertisements Examples

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Greetings! My self Lucy Disouza , a content writer. I’ve been a writer for 4 years now writing articles on websites. I work with a professional team of talented content creators working hard to establish a list of clientele all over the world.
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