Even after years of having to screen calls at various work places, sometimes I still feel like I could be considered rude when asking someone the nature of their call. I get the impression the person calling (more than likely) feels they shouldn't be screened and will give curt answers, which doesn't always help the situation.
In terms of what to say... Here's a few variations I use:
After establishing who's calling.... 'May I ask the reason for the call today, (insert name), unfortunately (Insert boss' name) is unavailable/on a call/meeting and I'm hoping I can help you this morning/afternoon.
Other times, I simply ask 'and the reason for the call'. Once they answer, if its something I feel I can handle, then I let them know that I can help them since the boss is unavailable to take the call.
Sometimes you will have them insist on speaking to the boss. I've had calls where I've informed them that I *am* the person that can help them and not so-and-so. Also, I've had boss' that have taken the call only to tell them that I need to be the one to help them, and transfer the call back to me. Then suddenly they're willing to let me help, I guess nothing like having to hear it from the horse's mouth - so to speak. hehehehe
Hope this helps some
