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Aptela Knowledge Base » Key Features » Call Screening » How to Screen Group (Department) Calls

How to Screen Group (Department) Calls

The Aptela system offers three options to screen incoming calls. These options can be turned on or off at any time by logging in to the web portal.  See the "definitions" below to learn more about each call screening setting. All standard users and departments have call screening included with the extension.

Call screening settings for a department will override the user's call screening settings whenever a call is received by the department agent.  For example, if call screening is enabled for the department and user, the user will hear the department's call screening settings when answering the department calls.  Likewise, if the department is not enabled for call screening but the user is, the user will not hear any call screening announcements when answering the department calls.

Only the Account Operator or Department Manager can set up and manage call screening settings for departments.
  1. Log in to the Aptela account as the Operator
    • Department Managers can log in with their User name and password
  2. Click People from the Navigation Bar
  3. Click the Departments tab
  4. Click the name of the department you wish to setup notifications for
  5. Scroll down to Privacy/Call Screening section
  6. Check the boxes for the settings you wish to enable.  Uncheck to disable.
  7. Click Save at the bottom of the page



Definitions for the Call Screening Settings
  • Announce Caller: Alerts you of who is calling.  The Aptela system will ask the caller to speak their name prior to ringing your extension. When you pick up the phone, the system will play the recorded name.
      • For example: Jane Smith is calling you and, when prompted by the system (e.g. Who may I say is calling?) she says ‘Jane Smith’.  When you answer the call, you will hear ‘You have a call from Jane Smith’.
  • Announce Callee: Alerts you of the extension dialed. This option will play extension's name prompt when the call is answered by the agent. This is very useful for department settings so inbound calls are identified as personal or department calls.  Note: to take advantage of this feature be sure to record your name prompt. 
      • For example: if the caller, when prompted by the Call Tree, selected Customer Service, when you pick up the phone, you will hear ‘You have a call for Customer Service’.
  • Call Screening:  Provides menu options to accept the call or transfer it to voicemail or another extension, and works in conjunction with Announce Caller and/or Announce Callee. When used with Announce Callee, the system will play the recorded name first and then present you with call screening options.  If this feature is disabled, the system will announce the caller and/or callee and immediately connect the call.
  • Number of times menu plays:  If Call Screening is enabled, this is the number of times the menu will play if the caller does not make a selection. If no selection is made after the menu plays the final time, the call will route to the No Answer Destination  (Voicemail or Call Tree).

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