Genesys Cloud - Main

We're now roughly 3 months into the increasing adoption of the Pixel/Samsung/Android roll out of call screening, without a solution or workaround. 

The Apple call screening workaround of handling the calls like Answering machines helps, but ideally, those would be handled like call screening calls, so appropriate actions can be taken for those systems. 

Any updates on rollout of a solution (or even a workaround) for Android call screening? Solution for Apple Screening? 

What are other call centers doing to try and handle these calls, making contact where possible, while not sending a bunch of dead air calls to agents?

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#Outbound
#PredictiveEngagement/Routing

------------------------------
Jason Mock
Workforce Specialist II
CAPITAL Services
------------------------------

Following these conversations, this is a new and interesting scenario for me.

------------------------------
Att,
Breno Canyggia Ferreira Marreco
------------------------------

Hello Jason, 

By default, Genesys classifies Apple's call screening prompt as a Live Voice and takes the associated action. For Android, Pixel, and Samsung call screening, I wasn't able to find any current documentation or product updates that indicate a similar capability or workaround exists today. 

If your primary concern is reducing dead air or improving call handling, there are a few options worth exploring, such as using call analysis settings, silence detection within Architect flows, and screening out answering machines before calls are transferred to agents. While these won't specifically solve mobile call screening behavior, they can help improve the overall outbound calling experience.

I would also love to hear what other customers are doing for this. I would also suggest entering ideas into our enhancement request portal as they are great things that for our customers. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hi Jason,

I came across this thread which may be relevant:

https://community.genesys.com/discussion/latest-media-tier-update-re-ios-call-screening-phase-1-support

From what I understand, Genesys introduced Phase 1 support for iOS Call Screening, where supported call screeners can be detected and treated differently from traditional answering machines. The thread also mentions future enhancements around additional languages and more flexible handling options.

I'm not sure whether there has been a similar update for Android call screening yet, but it would be great to hear if anyone has found an effective approach for Android devices in production.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------