What is MyOperator’s “anonymous” call-masking feature, and how does it affect call routing?
⚡ Quick answer –The anonymous feature—also called call masking—replaces each caller’s real phone number with a temporary virtual number.
• Both parties see only the virtual number on their screens.
• The MyOperator platform receives the call first, hides the original CLI (caller-line identification), then patches the call to the other party.
• Result: privacy, off-platform trading prevention, and a full audit trail—while routing logic (IVR, extensions, APIs) continues to work exactly as configured.
When should I use this guide?
• Understand how anonymous numbers alter normal call flow, and
• Decide which masking method (incoming IVR, extension-dial, click-to-call API, etc.) matches their use-case.
1. Problem statement & need
Large platforms often manage thousands of service providers and millions of customers. They must:
- Avoid off-platform trading.
- Ensure privacy and safety (especially for female customers).
- Encourage professional behaviour (all calls are recorded).
- Maintain a searchable log of every conversation. Call masking solves all four challenges.
2. What does “anonymous” mean in MyOperator?
Call masking (aka the anonymous feature) lets two user groups talk on the phone without revealing their actual numbers.
Examples:
• Customer ↔ Driver
• Teacher ↔ Student
• Vendor ↔ Customer
MyOperator inserts a virtual number between the caller and the callee and records the conversation for compliance.
3. Why do companies implement call masking?
- Avoid off-platform trading.
- Ensure privacy and safety for both parties.
- Encourage professional behaviour (calls are recorded).
- Keep a searchable log of every conversation.
4. How anonymous routing works (step-by-step)
Action | Handled by |
Caller dials a virtual number (or presses a “Call” button) | End-user / App |
Call lands on MyOperator masking server | MyOperator VPC |
Platform swaps the real CLI with the virtual number | Masking engine |
Server queries the routing rule (IVR, extension, or API) to find the recipient | Call-flow logic |
Call patched to the recipient; both see only the virtual number | PSTN / VoIP bridge |
Call ends; CDR & recording stored in logs | MyOperator reports |
5. Supported masking methods & when to choose
Method | One-way or two-way | Login needed? | Typical use-case |
Incoming IVR + hidden users | Two-way | No panel access for hidden users | Small driver/customer pools |
Extension dialing | Two-way | Teacher/agent logs in | Students dial “Virtual#, Ext” |
Click-to-Call API | Two-way | Yes (users) | App button triggers server-initiated call |
One-way outgoing API | One-way | Yes (users) | Agent calls customer; customer sees virtual# |
Anonymous Click-to-Call API | Two-way | No (only backend “anonymous” users) | Large marketplaces—numbers1 & 2 passed via API |
Input Node + Anonymous User | Two-way | No | 200 + dynamic users—client API returns recipient |
Input Node + Anonymous + Ext | Two-way | No | One-to-many via unique extensions |
Dialer (bulk) | One-way or two-way | Yes | Auto-dial masked calls in sequence |
6. Call masking vs number masking
Item | Call masking | Number masking |
Definition | Connecting two parties over two bridged calls; both see a virtual number | Replacing CLI with any arbitrary number |
Implementation | Server acts as an intermediate bridge; two calls involved | VoIP / internet calling sets any CLI |
Legality in India | Legal & prevalent | Illegal (criminal offence) |
Example | Customer ↔ Driver via virtual DID | Overseas caller displaying an Indian mobile number |
7. When anonymous masking is NOT a fit
• You need callers to see each other’s real numbers.
• The business lacks a CRM, website, or app to integrate APIs (except simple one-way outgoing).
• More than the allocated concurrent channels are required—contact Enterprise Sales for scaling.
• Web-panel-only deployments (no phone endpoints) are out of scope.
8. Prerequisites & parallel-call planning
• Client must have a CRM, application, or website (except for basic one-way outgoing).
• Every masking participant must be a Pro-user; licence count affects plan design.
• Channel sizing depends on the answer to “How many parallel calls are required?”.
9. Case-study snapshots
Testbook (Teachers ↔ Students)
• Students dial virtual #, enter teacher’s extension (masking both ways).
• Teachers click “Call” in portal; pop-up shows a virtual # to dial back.
Healthians (Collectors ↔ Patients)
• Collectors get 25 shared virtual numbers to call patients (API returns callee).
• Patients receive one virtual # + extension to reach their collector.
10. Quick reference Q&A
Q. Is call masking possible without a CRM or app? Yes, for one-way outgoing only.
Q. Is there an extra cost? Yes—masking incurs an add-on fee.
Q. Is there any user limit? No hard cap; plans scale by channels.
Q. Can I view masked calls on the web panel? Logs, yes; live masking on panel, no.
Q. Chrome-extension alternative? Yes—if you don’t want API work.
11. Call-routing diagram
Alt-text: The caller rings a virtual number; MyOperator masks the CLI and forwards the call to the recipient, so both see only the virtual number.
Keywords: anonymous feature, call masking, virtual number, hidden CLI, privacy, API click-to-call, input node, MyOperator call routing
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