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Call Masking – Frequently Asked Questions

What is Call Masking?

Call Masking is the ability for the techs to call the client without seeing the client’s phone number. When it comes to calling the clients there are three options:

  • Turning of contact all together. So it means that when the tech has an issue of some sort, they call the office and the office calls the client.
  • The second option is to allow the techs free reign to call the client. And so in the mobile app they would see the client’s phone number and call. The tech can see the client’s phone number and the client can also see the tech’s phone number and they can communicate freely.
  • The third option is call masking. This allows your techs to call the client without the tech being able to see the client’s number. The client can also call the tech without being able to see the tech’s number. This reduces the chance of the tech calling the customer outside of the company. And that is what call masking is used for.

How do I set up call masking?

To set up call masking you have change some settings in the launch27 web account first. This is simply enabling teams permission to see phone numbers and team permissions. To do this you go to ‘General Settings’, ‘Team Permissions’ and then you would check allow teams to see phone numbers. This would not allow teams to see phone numbers if you have call masking. Once you have enabled that, you can go to the home screen of the admin app. Select the menu at the bottom right corner of the screen and choose call masking. The screen that you arrive at on the mobile app allows you to buy credit. So when you select buy credit, you can either scan your credit card or you can enter your credit card manually.

 

How much does the Call Masking credit cost?

$60  would buy you 500 minutes and the credit does not expire.

How long would the Call Masking credit last?

The credit would last according how the credit is being utilized. And since call masking credit does not expire, it can last as long based on the duration and number of calls made.

 

What is the best way to top up call masking credit?

The best way to top up call masking credit is by using the auto top up option. So that when you are running low on credit, there would be an auto top up. So that there would be no lapse where techs would be able to call clients and see their phone number.

 

What happens when the call masking credit runs out?

When the call masking credit runs out, and you still have teams seeing customer numbers enabled on the web platform. Teams would be able to call clients without the calls being masked.

 

Would I be able to see phone calls that my teams have made?

Yes as admin, you would be able to see all the calls your teams have made in the call masking part of the mobile app. You would be able to see the calls they made, who they made the call to and how long the calls lasted. You would also be able to see the credits that you have available.

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