Inbound and Outbound Calls are Not Displayed

Problem

Telephone calls on Android Enterprise devices can neither be answered nor actively initiated when using Kiosk or Homescreen Layout modes. While the device rings or vibrates in the background for incoming calls, no pop-up or call interface appears on the screen. Outbound call setup also fails to display visually.

Cause

By default, Android strictly blocks all applications and overlays in Kiosk or Homescreen Layout modes unless they are explicitly permitted by the policy. The visual interfaces for incoming and outgoing calls are managed by separate, manufacturer-specific system packages. If these package names are missing from the whitelist, the entire telephony UI is suppressed.

Solution

1. Adjust Policy Restrictions

For the incoming call window to function as a system overlay, Kiosk Mode must be used instead of the Homescreen Layout.

Additionally, the following parameters must be configured within the Kiosk profile restrictions:

  • Disable toasts and overlays: Must be disabled
    (to allow required system overlays).
  • Status bar: Must be allowed
    (as the call banner relies on system notifications to drop down).

If the native Kiosk Mode does not offer enough flexibility for your use case, an alternative launcher such as the Microsoft Managed Homescreen can be implemented by enabling the option Use custom kiosk app instead of default launcher. This provides advanced configuration capabilities for complex deployment scenarios.

Note: When using the Relution Homescreen—in both Kiosk and Layout configurations—these system overlays cannot be enforced due to technical platform limitations.

If the Relution homescreen is to be used, it must be configured via Preferred Activities →

2. Whitelist Required Package Names by Manufacturer

The mandatory system applications required for telephony functionality must be added to the Manage Apps configuration and set to Available.

Samsung Devices

  • com.samsung.android.incallui
    Responsible for the visual call window and interface controls during an active call.
  • com.android.systemui
    Enables head-up notifications (call banners) when the screen is active.
  • com.samsung.android.dialer
    The native Samsung Phone application (dial pad).
  • com.samsung.android.smartcall
    Samsung Smart Call features for caller ID and system-level spam protection.

Google Pixel Devices

  • com.google.android.dialer
    The Google Phone application, including its native, integrated InCall UI.
  • com.android.systemui
    Manages the notification bar and the deployment of the upper incoming call banner.
  • com.google.android.as
    Android System Intelligence (required for AI-assisted call processing on Pixel hardware).