What is call masking?
Call masking is a feature that hides your actual phone number when making outgoing calls and replaces it with a specific number of your choice (commonly referred to as the "masked" number). If the contact calls back to the displayed number, the call will automatically route to the phone number associated with the masked number instead of exposing your personal or actual number.
For example, you can choose to display your business's main number or a regional number when making calls. This keeps your personal numbers private while maintaining a consistent and professional image.
Why use call masking?
Call masking offers practical solutions for common communication needs, with key benefits including:
Maintaining privacy - team members' personal phone numbers remain confidential during business calls, making it particularly useful for remote teams or employees using personal devices.
Consistent branding - all calls show a recognizable business number, ensuring a professional and uniform identity for your organization.
Efficient call routing - inbound calls to the masked number automatically route to the appropriate department or team, streamlining follow-ups and ensuring every call reaches the right person.
Regulatory compliance - by masking personal numbers, businesses can adhere to privacy regulations, protecting the personal information of employees and customers alike.
How to set up call masking in Aloware
Set a phone number as the default call mask
Go to lines menu and click settings button in one of the lines.
Click the Default Call Mask button for the number you wish to set.
A "Default Call Mask" flag will appear beneath the selected number to confirm its activation.
Once set, all outgoing calls will show this default masked number on the recipient's caller ID.
Assign a verified caller ID as default call mask
To avoid issues like blocked calls or carrier errors, you must verify the number you wish to use as the call mask.
Log in to your Aloware admin account and navigate to the Lines menu.
Choose the line where you want to assign a default call mask. Add the phone number you’d like to use as the masked number for that line.
Follow the number verification process outlined in the Number Verification Guide to ensure compliance with telecommunications regulations. This step prevents issues like flagged or blocked calls.
After verification, locate the verified number in your Caller ID List. Click Set as Default Call Mask to apply it, ensuring that the selected number displays on all outbound calls for that line.
Enable call masking for call transfers
Aloware also supports masking during call transfers, where the masked business number is displayed on the customer's caller ID instead of the personal numbers of the agents involved.
For example:
Agent A answers a call from a customer.
During the call, Agent A determines that the issue needs to be handled by Agent B and transfers the call.
With call masking enabled, the customer sees the masked business number during the transfer process and not Agent A’s or Agent B’s personal phone numbers.
To activate this option:
Open Account Settings and navigate to Calling Settings.
Scroll down to the Call Masking for Call Transfers option.
Toggle the setting ON.
This feature ensures that the customer always interacts with the business number, maintaining both the agents’ privacy and the consistent presentation of your brand during call transfers.
Understand call masking limitations
Call masking is designed specifically for outbound voice calls and does not apply to SMS or MMS communication.
Before choosing a default call mask, confirm that the phone number being used is capable of receiving return calls. For example, if the selected number is attached to a ring group that is no longer in active use, return calls might go unanswered.
Carefully select an active, monitored number to ensure clients can always connect with your team. This attention to detail avoids disrupted communication and keeps your team accessible and responsive.