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Protect your number with call masking.

Conceal your phone number with masking.

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What is call masking?

Call masking is a telephone feature to display a designated phone number on outbound calls. Callers can only see the caller ID that you set and not your actual phone number or extension.

This feature lets you or your team use your primary phone number or a local virtual number for a regionally focused calling campaign.

The use of a masked number is safe and easy to use to protect your personal number. This popular VoIP feature improves your customer experience and safeguards your personal information.

Benefits of phone number masking

Entrepreneurs and businesses of all sizes use number masking solutions to interact with customers and prospects. Call masking lets you:

  • Protect your phone number. Keep your business phone calls separate from your mobile phone number.

  • Use the main number. Route incoming calls to your company's main phone number automatically.

  • Manage who calls you. Give your extension to those who need to reach you directly.

  • Increase sales. Avoid reaching the voicemail when calling from a local phone number.

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How to set up call masking

Adjusting your phone number for outbound calls is easy with a cloud phone service. There are a couple of ways to mask your outgoing calls in Nextiva.

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Individual users

  1. Sign in to the Nextiva Voice Portal as an administrator.
  2. Hover over the Users menu at the top and select Manage Users.
  3. Click on the user you want to update.
  4. Scroll down to the Phone Number section.
  5. Change the Primary Phone Number to any number assigned to the user's location or none.
  6. Click Save.

To use a masked phone number outside of the user's assigned location, please contact Nextiva Support.

Location-wide call masking

  1. Sign in to the Nextiva Voice Portal as an administrator.
  2. Hover over Locations and select Manage Locations.
  3. Click the pencil icon next to your location.
  4. Adjust your Location Outgoing Number and Location Caller ID fields.
  5. Click Save.

This feature affects users without an assigned phone number.

Many companies choose to set a toll-free phone number for outbound dialing.

For more information about changing your outbound phone number, please read this support article.

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Call masking FAQs

Call masking is a method to limit the visibility of a caller's phone number to maintain customer privacy. The number masking VoIP feature lets people and companies choose their virtual phone number on an individual or group basis.

Unlike caller ID blocking (*67), call masking can display a different phone number, such as a temporary phone number, on the recipient's phone.

When you mask your number, it may take up to 15 days for some phone service providers to reflect updates.

Call masking works within a company's VoIP phone system to set the outbound phone number for each phone call. Since masking services can be abused, reputable cloud phone systems require proof of ownership before changing the outbound caller ID.

As calls are placed into the telephone network, header information for the call is provided. Generally, the telephone network "trusts" any caller ID that is provided, thus it's ripe for abuse. Technological advancements have now made it possible to authenticate calls — a technique known as STIR/SHAKEN.

Popular uses of phone number masking often involve customer support, e-commerce, or other brief customer conversations.

Examples of a masked call include:

  • Setting the outgoing caller ID, so when a customer calls back a number, they are directed to the auto attendant or the main switchboard.
  • Sharing the caller ID among a ring group of sales reps dialing into a local area with its area code.
  • Individual small business owners can keep their business calls separate from their mobile phone number.
  • Ridesharing and food delivery agents use call masking for short-term, temporary phone numbers to function as a proxy between customers and contractors.

Yes, call masking is legal in the United States so long as you are not using the masked number deceptively or maliciously.

47 CFR § 64.1604 - Prohibition on transmission of inaccurate or misleading caller identification information:

"No person or entity in the United States, nor any person or entity outside the United States if the recipient is within the United States, shall, with the intent to defraud, cause harm, or wrongfully obtain anything of value, knowingly cause, directly, or indirectly, any caller identification service to transmit or display misleading or inaccurate caller identification information in connection with any voice service or text messaging service."

VoIP service providers often require proof of ownership of the desired outgoing phone number and the contact information passed along in caller ID.

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