How does Masked Calling work?

Support Center > About SecureVideo Features

Published 02/22/2021 at 8:09am UTC

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Details

A Masked Call is a feature where a user can verify a phone number with SecureVideo, and then call through SecureVideo (from a browser on a mobile device or computer) and have that verified number appear in the patient's Caller ID.

 

For example, if you verify the phone number 555-555-5555, then the host would see that they are calling from this number when dialing out (image on the left) and the participant would see the verified number coming in (image on the right):

Dialer image                    Incoming call from 1 555-555-5555

 

 

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Answer

 

 

Verify a phone number

Verify a phone number: set up Masked Calling

1.  On a dashboard, click the "Setup Masked Calling" button, underneath the scheduling buttons. 

Arrow pointing at Setup Masked Calling

 

2. On the next page, enter the phone number you own into the field "Number to Show to Patient". This is the number that will be used for your Caller ID. For the example below, we are using the phone number "555-555-5555".

  • Once verified, this phone number will be shared across your organization account, and can be used by any other Host or Account Administrator. Only include a phone number meant for organization use. 
  • The dash marks between numbers are added automatically.
  • If the phone number you want to verify has an auto-attendant, please contact us at [email protected] for a separate arrangement.

Arrow pointing at the field for "Number to Show to Patient", which has been filled in with "555-555-5555"

 

 

3. Enter a Nickname that will be recognizable to you and any other Host or Account Adminstrator. In the example below, we are using the Nickname, "Main Office Line". 

Arrow pointing at the field Nickname, which has been filled in with "Main Office Line"

 

 

4. Be sure you are ready to access the phone number entered, and then click the "Verify Number >" button. 

Arrow pointing at Verify Number

 

 

5. This will trigger a call to the number you entered, and the page will automatically reload to display a verification code. 

When answering the call, an automated voice will say: Hello. Please enter your 6-digit validation code.

Enter the 6-digit code displayed on the page (in the example below, it is being pointed to by the red arrow).

Verification code screen, with an arrow pointing at the example verification number

 

6. After entering the code correctly, an automated voice will say: You have successfully validated your phone number. You may now use [phone number entered] as the caller ID for outgoing phone calls. Good bye.

 

7. The page will automatically redirect to display the new verified phone number, now ready for use. 

  • If you have other organization account holders, this number will also be set up for them automatically for use.

 

 

Verify a phone number: add additional phone numbers

1. While logged in as an Account Administrator or Host, click on the "Features" tab and select "Masked Call Numbers".

Arrow pointing to the Features tab, and then the "Masked Call Numbers" menu item

 

 

2. On the next page, enter the phone number you own into the field "Number to Show to Patient". This is the number that will be used for your Caller ID. For the example below, we are using the phone number "999-999-9999".

  • Once verified, this phone number will be shared across your organization account, and can be used by any other Host or Account Administrator. Only include a phone number meant for organization use. 
  • The dash marks between numbers are added automatically.

Arrow pointing at the field for "Number to Show to Patient", which has been filled in with "999-999-9999"

 

 

3. Enter a Nickname that will be recognizable to you and any other Host or Account Adminstrator. In the example below, we are using the Nickname, "Department A". 

Arrow pointing at the field Nickname, which has been filled in with "Department A"

 

 

4. Be sure you are ready to access the phone number entered, and then click the "Verify Number >" button. 

Arrow pointing at Verify Number

 

5. This will trigger a call to the number you entered, and the page will automatically reload to display a verification code. 

When answering the call, an automated voice will say: Hello. Please enter your 6-digit validation code.

Enter the 6-digit code displayed on the page (in the example below, it is being pointed to by the red arrow).

Verification code screen, with an arrow pointing at the example verification number

 

6. After entering the code correctly, an automated voice will say: You have successfully validated your phone number. You may now use [phone number entered] as the caller ID for outgoing phone calls. Good bye.

 

7. The page will automatically redirect to display the new verified phone number, and will be your new default number.

  • If you have other organization account holders, this number will also be set up for them automatically for use.

List of verified numbers

 

 

Start a Masked Call

Start a Masked Call: using a current contact

1. While on your own dashboard, click the "Masked Call" button, underneath the scheduling buttons. 

Arrow pointing at the Masked Call button

 

2. A dial pad will appear on the screen. Start typing the name of a contact with a saved phone number in your SecureVideo account, and select their name from the autofill. 

  • Your default Masked Call number will be used as the dial-out. you can change this default number on the Masked Call Numbers page.

Dial pad, with arrow pointing to name lookup field          Contact name partially entered into the dial pad

 

 

3. The phone icon will light up as green. Tap on that icon to start the call.

Arrow pointing at phone icon button

 

 

3a. If your browser prompts you for microphone permission, click to allow. This will start your call.

Arrow pointing at "Allow" button in Chrome microphone permission prompt 

 

3. A timer will keep track of the duration of the call at the top of the screen, as well as a reminder of what phone number is displaying as your caller ID (the "Call From" number) and the phone number and contact name that you're currently in a call with.

  • A: Click the number pad icon if you need to dial a number, asterisk (*), or the pound sign (#) during the call.
  • B: When done, click the red phone button in the upper right hand corner to hang up the call. 
  • C: Click on the Settings icon to change the microphone used for your call.  

Call information and arrow pointing at the hang up button

 

5. A confirmation message that the call has ended will appear, also with the contact number and name, and call duration. 

Example of call summary

 

 

Start a Masked Call: enter a new phone number

1. While on your own dashboard, click the "Masked Call" button, underneath the scheduling buttons. 

Arrow pointing at the Masked Call button

 

2. A dial pad will appear on the screen. Use the numbers on the dial pad to tap the phone number you'd like to call.

  • Your default Masked Call number will be used as the dial-out. you can change this default number on the Masked Call Numbers page.

Dial pad, with arrow pointing to buttons   

 

 

3. After you have finished entering the number, the phone icon will light up as green. Tap on that icon to start the call.

Arrow pointing at green phone icon

 

3a. If your browser prompts you for microphone permission, click to allow. This will start your call.

Arrow pointing at "Allow" button in Chrome microphone permission prompt 

 

3. A timer will keep track of the duration of the call at the top of the screen, as well as a reminder of what phone number is displaying as your caller ID (the "Call From" number) and the phone number and contact name that you're currently in a call with.

  • A: Click the number pad icon if you need to dial a number, asterisk (*), or the pound sign (#) during the call.
  • B: When done, click the red phone button in the upper right hand corner to hang up the call. 
  • C: Click on the Settings icon to change the microphone used for your call.  

Call information and arrow pointing at the hang up button

 

 

5. A confirmation message that the call has ended will appear, also with the contact number and name, and call duration. 

Example of call summary

 

 

Start a Masked Call: from scheduled session

1. To make a call related to one of the sessions you are hosting, click on the "Masked Call" button underneath the name of the participant in the session.

Arrow pointing at the "Masked Call" button

 

2. If there is a saved phone number for the participant in your contacts, a dial pad will appear with the number pre-filled. Tap on the green phone icon to start the call.

  • Your default Masked Call number will be used as the dial-out. you can change this default number on the Masked Call Numbers page.

 Arrow pointing at phone icon button

 

2a. If your browser prompts you for microphone permission, click to allow. This will start your call.

Arrow pointing at "Allow" button in Chrome microphone permission prompt 

 

3. A timer will keep track of the duration of the call at the top of the screen, as well as a reminder of what phone number is displaying as your caller ID (the "Call From" number) and the phone number and contact name that you're currently in a call with.

  • A: Click the number pad icon if you need to dial a number, asterisk (*), or the pound sign (#) during the call.
  • B: When done, click the red phone button in the upper right hand corner to hang up the call. 
  • C: Click on the Settings icon to change the microphone used for your call.  

Call information and arrow pointing at the hang up button

 

4. A confirmation message that the call has ended will appear, also with the contact number and name, and call duration. 

Example of call summary

 

Change default Masked Call phone number

Change default Masked Call phone number for yourself

 

1. While logged in as an Account Administrator or Host, click on the "Features" tab and select "Masked Call Numbers".

Arrow pointing to the Features tab, and then the "Masked Call Numbers" menu item

 

2. Scroll down to the list of verified numbers, and click the "Use" button of the phone number that you would like to make your default. 

Arrow pointing to "Use" button

 

3. The page will refresh, and if you scroll down to look at the numbers again, you will see the label "Your current Masked Call Phone Number" on the number just selected.

Label on the "Main Office Line" number

 

 

Change default Masked Call phone number on behalf of someone else

*This method is for if the Host has not yet set a default number for themselves. The logged in user must have an Account Administrator role, or a Scheduler role with access to the Host they are editing.

 

1. Click on the "Scheduling" tab and then select "Providers". 

Arrow pointing at the Scheduling tab, and then at the Providers option

 

 

2. Click on the "Schedule" button of the Host that you would like to set a number for. 

Arrow pointing at the "Schedule" button

 

 

3. On that Host's scheduling dashboard, click the "Setup Masked Calling" button. 

Arrow pointing at Setup Masked Calling button

 

 

4. Click the "Use" button next to the desired phone number for this Host. This change will save automatically.

Arrow pointing at the first Use button

 

 

 

This article was last reviewed by our Support team on July 23, 2021.