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Call Screening

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The Call Screening feature provides a flexible method of screening incoming calls to your Sky phone number and choosing the desired action(s). Call Screening is set up in the Call Routing tab of the Phone Settings screen in the Sky Account Portal.

  • NOTE: If you are a customer of the MiCloud phone system, see the Editing Call Routing Settings article for information about managing call screening and routing options.

Table of Contents

Options
Access Call Screening
Add Call Screening Rules
Edit Call Screening Rules
Delete Call Screening Rules
Call Screening Videos
Call Forwarding
Call Forwarding, Call Screening, and Ring Groups

Options

Users can choose between the following call screening actions:

  • Find me (enables specifying a list of phone numbers to which a call will be forwarded if you do not answer your phone)
  • Transfer the call
  • Forward the call
  • Ask the caller's name
  • Send the call to voicemail
  • Hang up the call
  • Send the call to your desk phone

Access Call Screening

NOTE: When call screening is enabled or turned ON, ALL call forwarding functionality is automatically disabled. This includes call forwarding settings selected in the Call Routing tab of the Phone Settings screen or in the Sky Account Portal Home screen. For more information about call forwarding, see the Call Forwarding article.

Users

To manage your own call screening settings:

  1. Log in to Account Portal with your phone number and phone/voicemail PIN.
    NOTE: You can also log in with your business email address (username) and user password, which is required to update your Personal Information, access your own personal call recordings (Sky Replay) in the Home menu, and access reports in the Team menu.
  2. Navigate to Home > Settings > Phone Settings.
  3. In the Phone Settings screen that opens, select the Call Routing tab.
  4. Manage the settings in the Call Screening (top-half) section of the screen. See the Add Call Screening Rules section below.

To enable previously selected call screening functionality, do one of the following:

  • Select the check box next to Enable Call Screening in the Call Screening section (top half) of the Call Routing tab screen.
  • Set Call screening to ON in the Call Handling section of the Sky Account Portal Home screen.

Authorized Contacts

For Decision Makers and Phone Managers who need to manage call screening rules for users that they manage:

  1. Log in to Account Portal with your business email address (username) and user password.
  2. Navigate to Phone System > Users.
  3. In the Users screen, search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Email, and Phone Number fields, and by selecting a specific location address from the All locations drop-down menu located above the toolbar.
  4. In the row of the desired user, click the linked name in the Service/Phone Name column.
    • Alternatively, you can right-click within the row of the desired user and select Phone Settings from the pop-up menu that appears.
  5. In the Phone Settings screen that opens, select the Call Routing tab.
  6. Manage the settings in the Call Screening (top-half) section of the screen. See the Add Call Screening Rules section below.

Add Call Screening Rules

  1. In the Call Routing tab, select the Enable Call Screening checkbox..
  2. Click Add, which opens the Call Screening Rule dialog box displaying the Conditions panel.
  3. Choose from the following two types of call screening rules:
    • All Callers - This is a simple rule to screen calls from all callers in the same manner.
      NOTE: Only one All Callers call screening rule can be created and saved. Creating another All Callers rule will replace an existing All Callers rule (if you already have one).
    • Callers matching certain conditions - This is a more complex rule to screen calls from callers who meet at least one of the selected conditions. If multiple conditions are selected within the same call screening rule, a logical "or" is inserted between each condition, so if any of the conditions are met, the selected call screening action will be applied.
      NOTE: Only one call screening rule can be created that includes any of the three general conditions (listed in step 4 below). Creating another Callers matching certain conditions rule that includes any of the three general conditions will replace a similar existing call screening rule (if you already have one).
  4. In step 3 above, if you selected the All Callers option, skip to step 5, otherwise, if you selected the Callers matching certain conditions option, do the following:
    • Optionally, choose one of the following three general conditions, then click Add.
      • Caller is within my company
      • Caller is outside my company
      • Caller ID is blocked
      NOTE: These three general conditions are mutually exclusive (selecting one condition prevents the selection of the other two).
    • Optionally, choose from the following two specific conditions.
      • Caller ID matches - enter the 10-digit phone number in the input field that appears, then click Add to add that condition.
      • Caller ID starts with - enter the desired number(s) in the input field that appears, then click Add to add that condition.
      NOTE: You can add as many instances of these two specific conditions as desired.
    • Click Next, which displays the Actions panel.
    • Choose from the following options using the Call screening action to be applied drop-down menu:
      • Find me - Go to the Find Me section of this article below for further instructions.
      • Transfer the call - Follow the steps below.
        NOTE: If you create a call screening rule to transfer calls, the phone where the calls are transferred does not indicate a missed call for a call that is not answered.
        1. Type a 10-digit phone number below Transfer to and set the number of rings (from 1 to 8).
        2. Use the Last step drop-down menu to select the action you want performed when a call is not answered within the number of rings selected in step a. above:
          • Send the call to my voicemail
          • Forward the call (see Forward the call below for details)
          • Send the call to my desk phone
          • Hang up the call
      • Forward the call - Type a phone number or extension in the Forward to box.
        NOTE: To forward calls AND voicemails to another number, you must add a 1 before the desired 10-digit number to process the call outside of the internal phone system. Calls forwarded to an internal 4-digit extension or 10-digit number will ring the forwarded phone number, but leave the voicemail on the phone of the originally dialed number if the call is not answered by a person.
      • Ask caller's name - A prompt asks callers to speak their name before ringing your phone. This option is used to prevent automated calls (not made by a person) from reaching you.
      • Send the call to my voicemail - This option sends the call to your voicemail.
      • Hang up the call - This option terminates the call.
      • Send the call to my desk phone - This option rings your Sky desk phone.
    • Click Finish.

Find Me

Find Me enables you to create a list of phone numbers that will be dialed (for a specified number of rings) for each call to your Sky phone number. This functionality provides a way for callers to reach you at any of your designated phone numbers.
NOTE: When you create a list of Find Me numbers (to ring phones sequentially or simultaneously), all of the internal numbers that receive a call will show that there was a missed call.

Note that steps 1 - 6 in the Add Call Screening Rules section above are required before proceeding with the steps below:

  1. Select Find Me using the Call screening action to be applied drop-down menu:
    • If you are adding multiple phone numbers to your Find Me rule, select the appropriate option:
      • Try at the same time (to call numbers simultaneously)
      • Try in the order I list numbers (to call numbers sequentially)
  2. Enter the desired 10-digit phone number or extension.
  3. Set the desired number of times you want the number entered above to ring (from 1 to 8)
  4. Click Add. Repeat steps 2 through 4 if you want to add multiple Find Me phone numbers.
    • Use the Up and Down links if you need to reorder the added phone numbers.
    • Use the Delete link if you need to remove an unwanted phone number.
  5. The Require that I confirm by pressing '1' when I answer option should be selected if you want to prevent calls from going to voicemail when ringing each of your Find Me numbers. When this option is selected, calls ring each of your phone numbers the specified number of times until you answer the call and press 1 to receive it (when prompted). When utilizing this option, to help you screen callers, select one of the following:
    • Speak caller's caller ID when confirming - Plays a recording of the caller's caller ID when you receive the call with an option to press 1 to answer the call.
    • Prompt callers to record their names and play them back when confirming - Prompts callers to record their name, then plays the recording when you receive the call with an option to press 1 to answer the call.
  6. Use the Last step drop-down menu to select the action you want performed when a call is not answered after ringing your list of Find Me numbers.
    • Send the call to my voicemail - This option sends the call to your voicemail.
    • Forward the call - Type a phone number or extension in the Forward to box.
      NOTE: To forward calls AND voicemails to another number, you must add a "1" before the desired 10-digit number to process the call outside of the internal phone system. Calls forwarded to an internal 4-digit extension or 10-digit number will ring the forwarded phone number, but leave the voicemail on the phone of the originally dialed number if the call is not answered by a person.
    • Send the call to my desk phone - This option rings your Sky desk phone.
    • Hang up the call - This option terminates calls.
  7. Click Finish.

Edit Call Screening Rules

  1. In the Call Routing tab, select the Enable Call Screening checkbox.
    NOTE: Ensure that the Enabled check box next to the desired rule is selected.
  2. Right-click anywhere in the row of the desired rule and select Edit.

See the Add Call Screening Rules section above to view the available conditions and options (all of which can be edited).

Delete Call Screening Rules

  1. In the Call Routing tab, select the Enable Call Screening checkbox.
  2. Select the Enabled checkbox next to the desired rule.
  3. Right-click anywhere in the row of the desired rule and select Delete.

NOTE: Multiple call screening rules must be created before the Delete option is enabled. If you have only one call screening rule created, the Delete option is disabled.

Call Forwarding

The Call Routing tab of the Phone Settings screen has two functional areas:

  • The top half of the screen (labeled Call Screening) enables you to add, edit, and delete Call Screening Rules (as explained above in this article).
  • The bottom half of the screen (labeled Call Routing) enables you to configure several different Call Forwarding settings.

NOTE: When Call Screening is enabled in the (top half) of the Call Routing tab screen or turned ON in the Call Handling area of the Sky Account Portal Home screen, ALL call forwarding functionality that is selected in the Call Routing section (bottom half) of the Call Routing tab -or- in the Call Handling section of the Sky Account Portal Home screen, is disabled!

For detailed instructions for managing call forwarding functionality, see our Call Forwarding article.

Call Forwarding, Call Screening, and Ring Groups

If a phone number that is part of a Ring Group has call forwarding or call screening enabled, calls to that Ring Group will not ring that phone number and will not forward the call. Call forwarding and call screening must be disabled for a phone number to receive Ring Group calls. Note that Ring Groups are managed in the Call Flow Editor.
Call Screening
Call-Screening
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