Articles on: MyOperator

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:


  1. Avoid off-platform trading.
  2. Ensure privacy and safety (especially for female customers).
  3. Encourage professional behaviour (all calls are recorded).
  4. 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?


  1. Avoid off-platform trading.
  2. Ensure privacy and safety for both parties.
  3. Encourage professional behaviour (calls are recorded).
  4. 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—numbers 1 & 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

Updated on: 06/02/2026