Call masking

What is call masking? 

Call masking is a call center software feature used to protect the privacy of both callers and recipients by substituting their real phone numbers with temporary virtual numbers during communication. This method ensures that personal contact information remains confidential, fostering a secure environment for interactions between businesses and customers or between individuals. The benefits of call masking include: - 

1. Enhanced privacy as call masking ensures actual phone numbers of both parties are never revealed. 
2. With increased security as masking phone numbers, businesses can prevent potential fraud, identity theft and spam. 
3. Improved customer trust as customers are more likely to trust a business that prioritizes their privacy and security. 
4. Call masking can help businesses comply with data protection regulations and privacy laws, avoiding legal issues and penalties. 

How does call masking work?  

Now that you understand what call masking is, let’s understand how it works: - 

1. Assignment 

Call center software assigns a temporary virtual number to both the caller and the recipient.

2. Initiation 

When a call is made, the telecommunication platform intercepts it and replaces the caller's real number with a virtual number. 

3. Connection 

The platform then routes the call to the recipient, displaying the virtual number instead of the caller's real number. 

4. Conversation 

Both parties communicate through virtual numbers, ensuring that their real contact information remains hidden. 

5. Termination 

Once the call ends, the virtual numbers are deactivated, preventing any further use or tracing of the temporary numbers.