A privacy-focused telephony feature that hides a caller’s real phone number by displaying a temporary or proxy number instead.
Here’s a more detailed explanation:
What it is:
Number masking protects the personal contact details of both parties during a phone call by routing the call through a virtual number. Commonly used in marketplaces, delivery apps, and customer service, it prevents direct contact or misuse of personal information.
How it works:
When a call is initiated, the system assigns a proxy number (e.g., a temporary VoIP number) and routes the call through a cloud telephony platform. The recipient sees this proxy number instead of the caller’s actual number. The system tracks and logs the interaction while keeping both real numbers hidden. Once the session ends, the proxy number can expire or be reassigned.
Benefits:
- Privacy protection: Keeps phone numbers confidential for both parties.
- Professionalism: Maintains consistent business branding using company-assigned proxy numbers.
- Security: Prevents misuse, spam, or harassment via direct contact.
- Auditability: Enables call tracking and recording without exposing personal info.
- Session control: Proxy numbers can expire, limiting contact to the intended time frame.
Key components:
- Cloud telephony platform: Manages call routing and number assignment.
- Proxy numbers: Temporary numbers used in place of real ones.
- APIs or integration layer: Connects number masking to CRM, logistics, or support workflows.
- Call logs and analytics: Tracks usage while preserving anonymity.
Why it’s beneficial:
Number masking enhances user trust, data protection, and control over communications — especially in industries like e-commerce, healthcare, transportation, and customer support. It ensures secure, private interactions without sacrificing functionality or traceability.