Enabling Call Masking

Navigate to:

1. Call Masking Overview

2. Call Masking Video

3. Pros Of Call Masking

4. Cons Of Call Masking

5. Frequently Asked Questions

1. Call Masking Overview

With this new feature now you can add your IVR number to the mandate which means a single number for all your local and international callings.

This feature will ensure that you are not missing any call logs and call recordings. This will also help in masking the numbers so better data security is ensured.

There are 2 levels of call masking that you can enable based on your use case.

- Partial Masking 

- Full Masking

2. Call Masking Video

The video covers:

- Navigating to call masking on mandate settings

- Steps to add call masking on landline numbers with Exotel

- Steps to add call masking on mobile numbers with Simple2Call

- What is partial masking?

- What is full masking?

- Pros & Cons of call masking

3. Pros Of Call Masking

- Customer numbers will be masked for data privacy and to avoid data leakage.

- Agents will only use Agent App for calling and not use Android Dialer.

- 100% call recordings present on App + Dashboard of both Agent & Customer respectively.

- 100% call logs present on App + Dashboard of both Agent & Customer respectively.

- Call Recording and Logs on the app are available within 1 minute after the call has ended.

- Lead ID is automatically dialed when an Agent is connecting to the customer while dialing from the App.

- Customer numbers are available on the Dashboard for Developer/s at all times.

- All Channel Partner numbers are not masked for the agents for CP Management.

4. Cons Of Call Masking

- Agents cannot use Android Dialler for calling and will only have to call customers through the Agent App.

- Since the customer’s number is masked, agents cannot send SMS and WhatsApp from the Agent App.

- Sales Kit cannot be shared on WhatsApp via the Agent App.

- In instances where IVR services are down, complete call masking instances fail i.e. the Agent cannot connect with the customer during an outgoing call and vice versa.

5. Frequently Asked Questions

1. Who can call the lead?

Ans: Only the owner of the lead can call the lead.

2. Does call masking work in the offline mode?

Ans: Yes, call masking will work in both offline and online modes. The numbers will remain masked even if your internet is not working.

3. Can I add more than 1 IVR for call masking?

Ans: Yes, you can add more than 1 IVR for call masking. In the case of multiple IVR numbers, agents will get the option to choose the masking number before making the call to the agent.

For any support on our products, please reach out to [email protected]

For any feedback, please reach out to [email protected]