How does Genesys Cloud call analysis handle call screeners?

iOS

By default, Genesys Cloud treats Apple Call Screening as a live answer for American and Australian English Siri voices in the United States, Canada, and Australia. To change the default handling at the organization level, contact Genesys Cloud Customer Care to toggle the setting. You cannot configure this per campaign. The edge returns an analyzer result with the prefix recording.ivr.callscreener.apple to identify Apple Call Screening for supported voices. For call screening Siri voices which Genesys Cloud cannot currently detect explicitly, the expected call analysis disposition is still answering machine through speech pattern detection. This contains no indication that the answer is a call screener.

Android

Google Call Screen is similar to Apple Call Screening in how it prompts for the reason for the call, however, it can then dynamically determine whether to send the call through or to ask follow up questions. Genesys Cloud call analysis cannot currently detect Google Call Screen, resulting in the expected classification to be as answering machine.

Samsung

Samsung Galaxy S26 series Call Screening is similar to Apple Call Screening in how it prompts for the name and reason for the call. Genesys Cloud call analysis cannot currently detect Samsung Call Screening, resulting in the expected classification to be as answering machine.

For more information, see Differentiate call screeners from answering machines.