Caller-ID Masking System

Incoming Call Masking

When customers call the helpline, the agent screen displays 00000000000, but the real Caller ID is securely stored in CDR and call recordings. This helps maintain privacy while ensuring complete admin traceability.

Outgoing Call Alias Dialing

Agents dial a 5–6 digit alias code instead of the actual phone number.
Behind the scenes, Issabel/Asterisk fetches the real number from a MySQL database via ODBC + func_odbc, then places the call normally.
Agents never see the real destination number, but it is logged correctly for admin reports.

Technology Stack & Components

• Issabel Call Center
• Asterisk custom dialplan
• MySQL + ODBC for alias-to-number mapping
• Caller ID privacy masking
• Custom context routing, MixMonitor, CDR manipulation
• Secure internal number translation logic

Outcome

This solution enforces data privacy, prevents misuse, and delivers a fully controlled call environment while keeping admin supervisors in full oversight.