Phone Number Masking (Masked Calling)

overview call masking is a feature designed to enhance privacy and regulatory compliance by making customer phone numbers confidential it allows the administrator to hide customer phone numbers from agents and other users across the system interface, reports, and backend databases this feature is available for voice only how it works masking is configured at the process level within the administrator console, making the chosen policy applicable to all campaigns within that process configuration steps access the administrator navigates to the "masking" tab in system configuration enable masking the administrator enables masking for the desired process select policy the administrator selects one of the following masking policies random masking policy the system displays a random alphanumeric string in place of the actual phone number replacement masking policy few characters of the actual value are replaced by the letter 'x' the administrator defines which characters (first 'n' and last 'n') to show define length (replacement policy) for the replacement masking policy, the user configures the length of the starting characters (n) and the last characters (n') that will not be masked the sum of n and n' cannot exceed 15 apply changes click "apply" to implement the selected masking policy use cases it regulatory compliance ensures compliance with industry regulations that require consumers' identifiable information, such as phone numbers, to be hidden or anonymized data security used to hide sensitive customer data from agents, preventing misuse or unauthorized access of phone numbers limited access provision supervisors or analysts may require access to the actual (unmasked) number for verification the administrator can grant a privilege to specific user roles (analyst, executive, group manager, professional agent, supervisor) to view the actual unmasked value benefits stronger security protects sensitive customer data across the system compliance support helps the organization meet strict it regulatory compliance requirements granular access control allows the administrator to selectively grant privileges to specific user roles to view the actual numbers applicable on uad / workbench , mobile app & toolbar (with some limitations) limitations irreversibility once a phone number is masked, it cannot be unmasked update restriction when modifying an existing table definition, only new data will be masked; the old data already present in the database will not be masked change visibility changes to the masking policy are only visible when the user logs out and logs back in configuration is recommended during non working hours voice only this feature is explicitly for voice channels only