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Jennifer Chen

Jennifer Chen

Jennifer is part of the content marketing team at Telzio, providing insight and tips on how Telzio can be used to optimize business communications and customer service.

Improve Call Screening by Naming Your Call Flows

December 29, 2014

Call Screening enables you to hear the name of the Call Flow announced before you answer an incoming call. This is helpful if you have unique phone numbers for different departments, campaigns or properties, and want to hear who the caller is trying to reach before you handle the call.

A Call Flow is the route of calls you can customize and assign to phone numbers, so by naming your Call Flows, you can identify where the caller has dialed. To name a Call Flow, go to the dashboard and open the Call Flow in its editor, click on the title “Flow #1” and type in the new name.

Activate Call Screening in the Forward Call action where you want to hear the announcement.

For example, say you have a sales line where calls are being forwarded to a team of field agents on their cell phones. You can go to the Call Flow assigned to that sales line, open the Forward Call action where you have all the agents’ phone numbers entered, and check the box next to “Call Screening” to activate the announcement. The agents will now hear the name of that Call Flow announced when they get an incoming call, and from there they can answer, decline or transfer the call.