Status, security and data
Mask customers' numbers from agents
Hide full phone numbers from the roles that do not need them, while agents keep calling and answering as usual.
Steps
Decide who needs full numbers
Masking is off until you turn it on. When it is on, a role without the permission sees numbers such as +35***56 in contacts, conversations, call history, exports and search. Administrators and supervisors hold the permission by default. Agents do not.
Turn it on
Open Security in the menu. Tick Mask customers' numbers and save the policy. The change reaches signed-in agents within a minute.
Give the permission to a custom role
If a team lead needs full numbers, open your custom roles and add See full numbers to their role. Any change to a role is kept in the audit log.
How agents call
An agent opens the contact and chooses Call. Ringura rings the agent's phone first, then the customer, so the agent never holds the number. Answering works as before.
Searching
An agent can search by name, or by a customer's whole number. Part of a number is refused, because trying fragments one by one would reveal the number.
Check who read full numbers
When masking is on, a person with the permission who opens a contact or a conversation, or takes an export, is recorded in the audit log, once an hour for each kind of page.
Good to know
- API tokens read numbers as before: they belong to your integrations, not to a person's role.
- The display of the browser phone hides the caller's number from masked roles. The number still reaches the phone itself over the call signalling, so masking is a working control for staff, not protection against a person inspecting their own browser.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.