Anonymous inbound calling

[RickCH]

We have a Voicemailbox for compliance, and we can't capture any data that could be tied to an employee.  Is there a way to have a VM box not capture the who called #..  or anyway to mask it only for the one number?

Thanks!

[Vinnie]

Hello @RickCH 

I haven't seen that feature in Zoom Phone; I know something exist on Zoom Meetings where you can mask the phone number of the callers but that won't help you here.

In any case, if the Caller ID is present when making the call, there will be always somehow/somewhere a way to  check or trace the number (Call Logs, etc.) if the don't hide it from directly from their phone (the source) so I recommend always the user (for these situations) to hide their Caller ID directly from the Mobile Phones before making the call.

Maybe somebody else in the community might have a better answer to propose.

Vinnie.

[RickCH]

Thanks for the Reply Vinnie,  Does not seem like the community knows.  Ill open a ticket with Zoom and see if there is any options.

Thanks!

[TCSDIRZCC]

Did you ever get an answer to this?

[RickCH]

I ended up sending the call to a Contact Center flow.  Then sending it right back to a Zoom Phone queue, but on the "Route to" box in the flow, the default option for caller ID is "Flow Entry point Number"... so the person answering the call or the VM will have the number of the queue, not the caller's #. 

I did not see any way to do it inside of Zoom Phone unfortunately.  Just using the flow options in contact center does not have any effect on licensing.  So works out.

[TCSDIRZCC]

My use case is similar, it is a contact center line that is a anonymous hotline, as such the customer does not want the caller's ANI (caller ID) to be tied to any records. 

In my testing I have done the following:

INBOUND to QUEUE > Route to outbound number (Zoom Phone User we defined as ANON) > Set Forwarding on ANON Zoom Phone to Destination Queue.   The log files for calls coming into the queue number now read:

From.       To

ANON.     XXX-XXX-XXXX (Entry Point Number of Queue)

The log file is ideal, but the customer journey is not.   I am digging deeper and will keep you  posted.

[RickCH]

Yeah, I guess the logs would have the orig callerid... we just kinda agree not to look it up as Zoom admins.  The people who deal with the calls and interact with the calls and VM have no idea who it is.    If you find a way to totally anonymize it, that would be even better!

Yes update this if you find anything!  THanks!!

[TCSDIRZCC]

To add to my use case, its due to a 'request for public records' act.