Private Mobile Masking Tutorial
Before making a customer call from a device that does not use the official business number, staff will first call the DID. This will initiate rerouting their number through the DID, which is usually displayed on the customer’s phone as a local number.
3. Caller ID is Checked Against the Access List
To ensure that the caller trying to access the DID is an authorised member, their caller ID is checked against the business-created access list. This is a named list of caller IDs previously authorised by the business to use the DID.
In the case that the caller ID is not recognised, the caller will be rejected and not granted access to the DID.
4. Caller Enters optional PIN
If their caller ID is recognised, a team member may need to go through one more step of verification to protect a business's privacy. This is by way of an option 4-6 digit PIN. This PIN is created by the business, with some rules in place to ensure a strong PIN for security purposes.
Callers get a max of 10 attempts to correctly enter the PIN. If the PIN is not entered correctly in 10 attempts, the call is automatically disconnected.
5. Caller Enters the Number They Wish to Dial
Once the correct PIN has been entered (if applicable), the caller is prompted to enter the customer's number they wish to dial. Once the number is entered, the DID will automatically make an outbound call with the caller's ID masked as the virtual local number supplied by Telcoworks.
6. The Outbound Call is Established
The outbound call will show up on the customer's phone with the business's caller ID displayed (the virtual local number suplied by Telcoworks). This ensures that the staff member's privacy is protected as their personal private mobile number is no longer displayed and recorded in the customer's call history.
Rather, the customer only ever sees and engages with the business phone number (the virtual local number suplied by Telcoworks). While this is beneficial in protecting the staff member, it also provides customers with a reliable contact point they can reconnect with whenever they need.
7. If Customer Returns Call
In the case that a customer returns the previous call, they will be connected to your virtual local business numbere. If a customer calls the DID, they will be routed to a designated contact point within the internal telecommunications, such as:
Same DID: Return call is routed to the company main line or phone system
Different DID: The call is routed to a designated DID, such as customer service
1300/1800 Number: The call is routed to the business’s official number, which can be the 1300 or 1800 number that appears on marketing campaigns
Regardless of the route taken, all customer calls are received by your business. You can then answer or handle the return calls as whatever is best suited for that moment or customer’s needs.