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david1234567891011121314151617 avatar image
david1234567891011121314151617 asked ·

Call Screening Intermittant - Why?!

I have call screening enabled for anyone not in the contact list, see screenshot below.  A lot of the time it works as it's supposed to, but other times I'll see a name/number coming in that looks like a BS marketing #, there is no way it's in our contact list.

I'll choose the "answer" option on my Android app (on my cell phone), as opposed to the "send to VM" option, expecting the call to be screened.

Instead I find myself connected live to someone who pretends they know me only to start their marketing spiel.

Case in point I just had someone from "CMS Telecom" call and answered only to hear someone offering to give me a loan.  It's really infuriating because I have call screening enabled specifically to avoid this.

Is there something I have set wrong or am doing wrong?  Is this a RC bug where it sometimes lets callers through?

Thanks


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mike answered ·
Your settings look ok, but this sounds like a case of Caller ID spoofing. Visit:  https://www.fcc.gov/guides/caller-id-and-spoofing if you are not familiar with this.

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david1234567891011121314151617 avatar image
david1234567891011121314151617 answered ·
Mike, respectfully I disagree.  In the case above the caller was indeed associated with CMS Capital .  And even if caller ID is spoofed, unless they just happened to spoof a name/number that is in our contact list, it still shouldn't be able to get past call screening.  In the case above, neither the name nor number is in our contact list.

So whatever is causing calls to not be screened, it's not caller ID spoofing.
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Sorry if I misunderstood. The post above made it sound like the person soliciting a loan was from a different company. I'll look into this. 
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David, I set this conversation to private so I can get some more info from you.  What is your DL number and extension? I want to take a look at the settings. 

Where are your contacts saved?  Company contacts? Under Super Admin? Under Softphone/Hardphone/Smartphone? 

Kim
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Hi Kim, even though it's private I'm not really comfortable responding here, can I email you instead?  Thanks, David
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David,  Rather than regular email, which isn't really an official support channel, it's best to open a case, if you don't want to post here on the Community. After you open the case, you can reply with the case number. 
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Done, case # 03827848
Thanks!
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