01.5. Caller ID Masking

Owned by PeterF (Deactivated)
Sept 06, 2016

Caller ID Masking

Menu: Call Handling | Caller ID Masks

Access: Administrator

Caller ID Masks are nolonger required except for pass through systems (most systems are not pass thourgh)

Instead you can set the Caller ID of a Handset or Account directly on those pages.

 

For outbound calls Noojee Recorder needs a method of automatically associating a recording with the agent that made the call. If a call can be automatically assigned to an agent the agent will have instance access to their own recording via the Noojee Recorder interface. If Noojee Recorder is unable to to automatically map the recording to an agent, then only a Recording Manager will have access to the recording. Noojee Recorder uses the standard caller id facility provided by many PBX's to automate the mapping of recordings to agents. For this to work each call must present with a unique caller id for the agent that originated the call. Some organizations may not want to present unique caller id's for each agent to customers. Instead the organization may want to either block the caller id completely or else present a specific caller id regardless of the agent that made the call. The caller ID mask feature allows the organizations PBX to present unique caller id's to Noojee Recorder whilst controlling what caller id's are presented to customers.

Caller ID Masks allows the Caller ID presented by the organizations PBX to Noojee Recorder to be mapped to an alternate number before being presented to the called party (customer).

It should be noted that the telecommunications act only allows you to map the number to one of your existing organization phone numbers. Caller ID Masks are useful for call centres which run multiple inbound contact points and want to present a telephone number for an appropriate contact point based on the originating extension number. Note: it may be illegal for your Call Centres to hide their caller id.

Figure 18 – Caller ID Screen

The Caller ID can be masked (modified) or hidden using the Caller ID masking feature. When selecting this option the list of current masks is displayed. Masks can be edited or deleted by clicking on the edit or delete icons alongside the relevant entries. Create a new entry by clicking on the 'New' button.

The details required to enter a caller ID mask are as follows:

  • Original Call ID: The Caller ID presented by your PBX, that should be hidden or masked (mapped).

  • Masked Call ID: The new Caller ID to be presented to external parties, this is ignored when hiding the caller ID

  • Is Hidden: Set this flag to hide (block) the caller ID altogether.

  • Comments: Enter a free text comment describing why the mask is being applied.