Effectively interact with your customers by integrating voice and SMS capabilities in your business applications

Build your own voice application in the cloud, integrated in your business applications, and using regional Belgian numbers.

With Proximus FlexIO, the __CPaaS platform__ from Proximus, digital and agile enterprises can easily __integrate programmable communication__ and end-user interactions in their __applications and business processes__. Developers will find a rich set of REST APIs to integrate, while business users will be able to quickly develop communication use cases using the Visual Designer.

FlexIO also offers some ready-to-use turnkey applications, such as the [FlexIO Voicemail](https://proximusapi.enco.io/blogs/updates/flexio-voicemail-takes-care-of-your-callers-when-you-cant "Proximus FlexIO Voicemail") solution: a true __converged fix & mobile__ voicemail solution with voicemail to email and other smart features.

Build the customer journey you need with Proximus FlexIO, the CPaaS platform from Proximus

flexio-journey 1

Programmable Communications

From a simple traditional IVR to more sophisticated voice bots or voice servers integrated with your CRM, WFM and other business processes.  FlexIO includes access to Speech to Text and Text to Speech from well-known providers such as Google, Amazon Polly, Acapela and voice RSS.

Create voice servers

Integrate 2 factor authentication in minutes in your website or applications, or implement number masking sessions to prevent the disclosure of employee or customer's real phone numbers

Level-up security and privacy

Let your applications reach out to customers and partners via messaging or by initiating outbound voice calls. Track the effectiveness of your actions by retrieving your communications logs or by interacting with callees via Speech to Text, Text to Speech and DTMF. 

Create outbound campaigns

Proximus FlexIO allows you to

Reserve your phone number(s) on the platform. We cover all prefix zones in Belgium

Non-developers can use our Visual Designer to create inbound and outbound voice scenarios

Developers will use our REST APIs and RCML data structures to build simple to complex voice and messaging scenarios

How it works

Together with Proximus, CIB Vlaanderen (representing the Flemish Real Estate sector) is bringing significant improvements to the business of Property Management. By relying on stable, secure and real time communication building blocks which are invoked by using API, we are creating better user experience: Property managers are now engaging with their clients on a more efficient and flexible way thanks to the smart interactive voice response system and many other services offered by Proximus.

Customer testimonials

Do you need more information, a demo? Would you like us to help you get started, or even develop the complete solution for you? Don’t hesitate to contact us by filling in the form on our [contact us page](https://proximusapi.enco.io/contact-us "Contact us").

More information

Advanced voice applications

Build a voice bot IVR the easy and fast way

<p>Learn how to create a call dispatching application using Proximus FlexIO, Node.js and the Google Calendar APIs. Thanks to this application, calls to your staff on duty will be automatically redirected to the appropriate person by gathering data from a team calendar on Google. Let&#8217;s stop this stone age process where we hand over a &#8220;on duty phone&#8221; from staff member to staff member! </p>






<div id="toc_container" class="no_bullets"><p class="toc_title">Contents</p><ul class="toc_list"><li><a href="#Step_1_8211_the_story">Step 1 &#8211; the story</a></li><li><a href="#Step_2_8211_Requirements">Step 2 &#8211; Requirements</a></li><li><a href="#Step_3_8211_Google_platform_account">Step 3 &#8211; Google platform account</a></li><li><a href="#Step_4_8211_Service_account_email">Step 4 &#8211; Service account email</a></li><li><a href="#Step_5_8211_Appointmentsjs">Step 5 &#8211; Appointments.js</a></li><li><a href="#Step_6_8211_Using_Nodemailer_or_FlexIO_RCML_to_send_emails">Step 6 &#8211; Using Nodemailer or FlexIO RCML to send emails</a></li><li><a href="#Step_7_8211_indexjs">Step 7 &#8211; index.js</a></li><li><a href="#Final_steps">Final steps</a></li></ul></div>




<h2><span id="Step_1_8211_the_story">Step 1 &#8211; the story</span></h2>



<p>A customer calls the official support line. According to which agent is on duty guard (information available inside <strong>Google Calendar</strong>) the calling customer will be forwarded to the number inside the  <strong>Description</strong> field of the calendar events.</p>



<figure class="wp-block-image size-full"><img decoding="async" loading="lazy" width="496" height="211" src="/wp-content/uploads/2021/04/image.png" alt="Google calendar events" class="wp-image-4965" srcset="/wp-content/uploads/2021/04/image.png 496w, /wp-content/uploads/2021/04/image-300x128.png 300w" sizes="(max-width: 496px) 85vw, 496px" /><figcaption>A Google Calendar for on duty staff</figcaption></figure>



<p>If no agent is available, a message can be left to a mailbox.&nbsp; This message will then be saved on the <em>proximusflexio.enco.io </em>account storage as a <strong>*.wav</strong> file.&nbsp; A mail will then be sent to the support mailbox containing the <strong>URL</strong> of the recorded message, which can be listened to by simply clicking on the link.</p>



<h2><span id="Step_2_8211_Requirements">Step 2 &#8211; Requirements</span></h2>



<p><strong>Important</strong>: this solution builds up on the previous tutorial “<em><a href="https://proximusapi.enco.io/blogs/tutorials/creating-a-simple-ivr-application-with-node-js-and-flexio" target="_blank" rel="noreferrer noopener">Creating a simple IVR/FlexIO application with Node.js</a></em>” and assumes the necessary setup is done and the related code already running. In this tutorial we will make use of this environment and will refer, especially for the final steps, to that previous tutorial. Shouldn&#8217;t you have done so already, we strongly recommend you start with that tutorial first.</p>



<p>What you need to implement the current solution:</p>



<ul><li>A Google Cloud Platform account (<a href="https://cloud.google.com/">https://cloud.google.com/</a>) ;</li><li>A Google calendar ;</li><li>The Google API’s library ;</li><li>A valid email address (Gmail or any other domain) ;</li><li>The Node mailer library in case you want to use your own SMTP server for sending out emails.</li></ul>



<h2><span id="Step_3_8211_Google_platform_account">Step 3 &#8211; Google platform account</span></h2>



<p>The following steps will guide you through the setup of a <strong>service account</strong> on the <strong>Google Cloud Platform</strong>:</p>



<ul><li>Inside the <strong>Google Cloud Platform console</strong>, go to <strong>IAM And Management</strong>, then<strong> Service accounts</strong> ;</li><li>Create a new service account by providing a name, an ID (this is also an email address we&#8217;ll need later on) and a description, the click <strong>create</strong> ;</li><li>This account doesn&#8217;t need permissions, so click <strong>continue</strong> ;</li></ul>



<figure class="wp-block-image size-large"><img decoding="async" loading="lazy" width="837" height="315" src="/wp-content/uploads/2021/04/image-1.png" alt="Google Cloud Platform console" class="wp-image-4966" srcset="/wp-content/uploads/2021/04/image-1.png 837w, /wp-content/uploads/2021/04/image-1-300x113.png 300w, /wp-content/uploads/2021/04/image-1-768x289.png 768w" sizes="(max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 984px) 61vw, (max-width: 1362px) 45vw, 600px" /></figure>



<ul><li>This account doesn&#8217;t need a service account user nor admin.&nbsp; The only thing which is needed is some information on <strong>credentials</strong>.&nbsp; Please generate the <strong>key</strong> from here and download it (the generated <strong>json file</strong> will be needed at a later stage).</li></ul>



<figure class="wp-block-image size-large"><img decoding="async" loading="lazy" width="837" height="314" src="/wp-content/uploads/2021/04/image-2.png" alt="Completing the Google service account and credentials" class="wp-image-4967" srcset="/wp-content/uploads/2021/04/image-2.png 837w, /wp-content/uploads/2021/04/image-2-300x113.png 300w, /wp-content/uploads/2021/04/image-2-768x288.png 768w" sizes="(max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 984px) 61vw, (max-width: 1362px) 45vw, 600px" /></figure>



<h2><span id="Step_4_8211_Service_account_email">Step 4 &#8211; Service account email</span></h2>



<p>Following steps will guide you through the setup of a <strong>service account <u>email</u></strong> on the <strong>Google Cloud Platform</strong>:</p>



<ul><li>First we need to add the service account email (ID) to the calendar (click <a href="https://support.google.com/calendar/answer/37082?hl=en">here</a> to see how to proceed) ;</li><li>The email should have the following permission: <strong><em>Make changes to events</em></strong> ;</li><li>The calendar ID can be found <a href="https://help.crystalcommerce.com/en/articles/1389811-how-to-find-your-google-calendar-id">here</a>, this one will also be needed ;</li><li>Install <strong><em>npm i -s googleapis date-fns</em></strong> (<em>date-fns</em> will be used to format and manipulate dates) from your project’s command-line.&nbsp; If you are using <strong>Visual Studio Code</strong>, this can be also achieved from the TERMINAL pane:</li></ul>



<figure class="wp-block-image size-full is-resized"><img decoding="async" loading="lazy" src="/wp-content/uploads/2021/04/image-3.png" alt="Terminal access in Visual Studio Code" class="wp-image-4968" width="214" height="35"/></figure>



<ul><li>Copy the <strong>credentials.json</strong> file downloaded above into the root of the project directory.</li></ul>



<figure class="wp-block-image size-large"><img decoding="async" loading="lazy" width="156" height="160" src="/wp-content/uploads/2021/04/image-4.png" alt="Including the credentials.json file in the root directory of your project" class="wp-image-4969"/></figure>



<h2><span id="Step_5_8211_Appointmentsjs">Step 5 &#8211; Appointments.js</span></h2>



<p>This is the code which makes the integration with the <strong>Google Calendar</strong> possible.</p>



<p><strong>Please do the following:</strong></p>



<ul><li>Create a file called <strong>appointments.js</strong> inside your <strong>Node.js </strong>project under <em>api\routes</em>:</li></ul>



<figure class="wp-block-image size-large"><img decoding="async" loading="lazy" width="180" height="182" src="/wp-content/uploads/2021/04/image-5.png" alt="Creating the appointments.js file for your call dispatcher solution" class="wp-image-4970"/></figure>



<ul><li>Copy the following code to it (line <em>4</em> shows where the link with the <a href="https://github.com/Enabling/FlexIO/blob/master/credentials.json"><strong>credentials.json</strong></a> file is made):</li></ul>


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const { google } = require(&#8216;googleapis&#8217;);<br />
const scopes = [&#8216;https://www.googleapis.com/auth/calendar&#8217;];<br />
const client = new google.auth.GoogleAuth({<br />
  keyFile: &#8216;credentials.json&#8217;,<br />
  scopes,<br />
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<p>The complete code can be found on our <a href="https://github.com/Enabling/FlexIO/blob/master/appointments.js" target="_blank" rel="noreferrer noopener">github</a>.</p>



<h2><span id="Step_6_8211_Using_Nodemailer_or_FlexIO_RCML_to_send_emails">Step 6 &#8211; Using Nodemailer or FlexIO RCML to send emails</span></h2>



<p>Once the above files are ready, <strong>mails.js</strong> has to be created in the same folder as <strong>appointments.js</strong>.</p>



<p>The following code snippet uses the <strong>Nodemailer</strong> library which makes it possible to send messages from your <strong>Gmail account</strong> to any mail address using the standard <strong>Google SMTP Server</strong>.</p>


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<pre>"use strict";
const nodemailer = require("nodemailer");

async function mail(pCallSid, pFrom, pTo, pDateTime, pUrl) {
    let transporter = nodemailer.createTransport({
        host: 'smtp.googlemail.com',
        port: 465,
        secure: true,
        auth: {
            user: 'yourmail@address.be',
            pass: 'yourpassword',
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<p>The full code can be found on <a href="https://github.com/Enabling/FlexIO/blob/master/mails.js" target="_blank" rel="noreferrer noopener">GitHub</a>.</p>



<p>As an alternative to nodemailer, you could also use the Proximus FlexIO <strong>Email </strong>RCML verb for the same purpose. However in such case the email will not be send from your Google gmail account. See step 7 on how to use this verb instead.</p>



<h2><span id="Step_7_8211_indexjs">Step 7 &#8211; index.js</span></h2>



<p><strong>Index.js</strong> manages the application&#8217;s start up, routing and some other features like allowing other modules to add functionalities. It can also act as a simple HTTP web server to run web applications.</p>



<p>The initial <strong>index.js</strong> code from <a href="https://proximusapi.enco.io/blogs/tutorials/creating-a-simple-ivr-application-with-node-js-and-flexio" target="_blank" rel="noreferrer noopener">this blog article</a> was changed a little bit to add some extra business logic and RCML handling to support the current use case.</p>



<p>The first two lines of code will import the modules necessary to integrate with the above <strong>appointments.js</strong> module (and the <strong>mails.js</strong> module in case <strong>RCML</strong> <em>&lt;Email&gt;</em> isn’t used):</p>


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                <pre class="no-line-numbers"><code id="dm-code-raw" class="no-wrap language-php"><br />
const { getAppointments } = require(&#8216;./appointments&#8217;);<br />
const { mail } = require(&#8216;./mails&#8217;);<br />
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<p> </p>



<p>Using the <strong><em>post() method</em></strong>, two routes are established: ‘<strong>/’</strong> and ‘<strong>/recorded’ </strong>(this last one replaces <strong>‘/select’</strong> in the previous blog article).</p>



<p>The ‘<strong>/’</strong> route is defined using the <strong><em>Router.post()</em></strong> method which responds only to HTTP POST requests. &nbsp;&nbsp;This is the first endpoint that the FlexIO platform will query upon any new call, which in our case is an incoming phone call from a customer&nbsp;.&nbsp; The first argument to this method is the URL path while the second is a call back function that will be invoked in case an HTTP POST request with this path is received.</p>



<p>The call back function here calls <strong><em>send() </em></strong>on the response to return when we receive a POST request with path <strong><em>&#8216;/&#8217;</em></strong>.&nbsp; This will send a request body of type <strong><em>application/xml</em></strong><em> which content is </em>defined by <strong><em>let rsp</em></strong> or <strong><em>rsp2</em></strong> depending if a support agent is available (Google Calendar event) or not.</p>



<p>The <strong>/recorded</strong> inside RCML line <strong><em>&#8221;&nbsp;&nbsp; &lt;Record action=\&#8221;&#8221; + initialpath + &#8220;/recorded&#8221; + &#8220;\&#8221; maxLength=\&#8221;30\&#8221; finishOnKey=\&#8221;#\&#8221;&gt;\n&#8221;</em></strong> redirects to <strong><em>router.post(&#8216;/recorded&#8217;, (req, res, next) =&gt; {}</em></strong> where following business logic is set:</p>



<ul><li>The caller will be prompted to leave a message in case no support agent is available ;</li><li>Otherwise, the call of the customer will be redirected to the phone number inside the Google Calendar Event (see <strong>step 1</strong>).</li></ul>



<p>Please do the following:</p>



<ol type="1"><li>To use<strong> Nodemailer</strong>: replace the existing code inside <strong>index.js</strong> by following snippet under <em>api\routes</em>: <a href="https://github.com/Enabling/FlexIO/blob/master/index1.js">index.js file on github using Nodemailer</a></li><li>To use the <strong>RCML &lt;Email&gt;</strong> verb: replace the existing code inside <strong>index.js</strong> by following snippet under <em>api\routes</em>: <a href="https://github.com/Enabling/FlexIO/blob/master/index2.js" target="_blank" rel="noreferrer noopener">index.js file on github using RCML Email</a></li></ol>



<p>While reviewing your index.js file, you may wish to only try to call the on duty staff member for a limited time before switching to recording a voicemail. In such case, look for the <strong>Dial</strong> RCML verb in the code, and as explained on the <a href="https://proximusflexio.enco.io/docs/rcml/dial-rcml.html" target="_blank" rel="noreferrer noopener">online documentation</a> of FlexIO, just make use of the <strong>timeout</strong> parameter. Ideally, you should also include the <strong>callerId</strong> parameter to the phone number you have reserved on the FlexIO platform.</p>



<h2><span id="Final_steps">Final steps</span></h2>



<p>Once your code is ready, a few more steps are needed in order to start testing your new call dispatcher solution. Simply follow steps 7 to 10 from the blog article explaining <a href="https://proximusapi.enco.io/blogs/tutorials/creating-a-simple-ivr-application-with-node-js-and-flexio" target="_blank" rel="noreferrer noopener">how to build a simple IVR using Node.js</a>. </p>



<p>  </p>

Create a call dispatching application with Node.js and Google Calendar API

<p>In this tutorial we will see how to develop a simple approach to number masking, allowing people to be called without having to disclose their real phone numbers.</p>






<div id="toc_container" class="no_bullets"><p class="toc_title">Contents</p><ul class="toc_list"><li><a href="#What_is_number_masking">What is number masking?</a></li><li><a href="#A_number_masking_scenario_for_field_technicians">A number masking scenario for field technicians</a></li><li><a href="#Scenario_implementation">Scenario implementation</a><ul><li><a href="#Number_pool">Number pool</a></li><li><a href="#Using_the_visual_designer">Using the visual designer</a></li><li><a href="#Creating_a_web_trigger">Creating a web trigger</a></li><li><a href="#Editing_the_web_trigger">Editing the web trigger</a></li><li><a href="#Testing_the_scenario">Testing the scenario</a></li><li><a href="#Integrating_the_number_masking_application_in_a_WFM_system">Integrating the number masking application in a WFM system</a></li><li><a href="#Call_usage_and_reports">Call usage and reports</a></li></ul></li><li><a href="#Advanced_number_masking">Advanced number masking</a></li></ul></div>




<h3><span id="What_is_number_masking">What is number masking?</span></h3>



<p>Number masking is a technique that allows an individual to use a temporary phone number to communicate with another party without disclosing his real phone number. Number masking answers many different real business use cases across industry sectors where communicating a real personal or even business phone number could become problematic to safeguard this person&#8217;s privacy or work effectiveness. </p>



<p>Think about drivers for ride services, food delivery, truck transports in the logistics sector, employees working in the back office on customer cases, or caregivers and nurses in the home care sector: each of them may have valid reasons not to disclose their personal phone number. They need to guarantee a clear cut between their private and professional lives. Organizations and online platforms working with these people may as well find in number masking a way to avoid off-platform transactions (such as a customer calling a driver directly to avoid paying fees to the driver&#8217;s platform).</p>



<p>There are multiple approaches to number masking, such as one way masking (1 party is contacted thru a masked number) or two way masking (2 parties can call each other over temporary numbers assigned to each of them). And there are several ways to implement number masking with <a href="https://proximusapi.enco.io/asset/flexio/overview">Proximus FlexIO</a>, using the Visual Designer or using APIs.</p>



<h3><span id="A_number_masking_scenario_for_field_technicians">A number masking scenario for field technicians</span></h3>



<p>Let&#8217;s suppose a utility company has technicians visiting customers for installation and repair operations. Technicians use a work force management solution (WFM) on their smartphone or tablet, showing the list of all planned interventions for the day. In the WFM solution, a technician can press a button next to each intervention record to trigger a phone call to that customer (1). Our number masking solution steps in and first calls the technician (2). Once the technician has picked up the phone, our number masking solution makes a call to the customer (3).  When the customer picks up the phone, both technician and customer are put together in call (4). </p>



<figure class="wp-block-image size-large is-style-default"><img decoding="async" loading="lazy" width="850" height="359" src="/wp-content/uploads/2020/10/image-1.png" alt="Number Masking call flow" class="wp-image-4897" srcset="/wp-content/uploads/2020/10/image-1.png 850w, /wp-content/uploads/2020/10/image-1-300x127.png 300w, /wp-content/uploads/2020/10/image-1-768x324.png 768w" sizes="(max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px" /><figcaption>Number Masking scenario</figcaption></figure>



<p>To both technician and customer, the call will appear as coming from the temporary number used by the number masking solution. </p>



<p>In this tutorial, we will see how we can develop such system using the Visual Designer of Proximus FlexIO.</p>



<h3><span id="Scenario_implementation">Scenario implementation</span></h3>



<h4><span id="Number_pool">Number pool</span></h4>



<p>To get started with number masking, you should have at least one phone number reserved and available on the FlexIO platform. You could also provision several numbers to have the freedom to rotate usage, like using a different number for each masked call. </p>



<p>Once logged on <a rel="noreferrer noopener" href="https://proximusapi.enco.io?utm_source=blog&amp;utm_medium=web&amp;utm_campaign=encoblog" target="_blank">API Solutions</a>, open a new browser tab to the <a href="https://flexionumbers.enco.io?utm_source=blog&amp;utm_medium=web&amp;utm_campaign=encoblog">Proximus FlexIO Number Management microsite</a> and register a new phone number to your account.</p>



<figure class="wp-block-image size-large is-style-default"><img decoding="async" loading="lazy" width="750" height="334" src="/wp-content/uploads/2020/08/flexio-register-number.gif" alt="Reserve your phone number" class="wp-image-4639"/><figcaption>Booking a new number for Proximus FlexIO</figcaption></figure>



<h4><span id="Using_the_visual_designer">Using the visual designer</span></h4>



<p>If you have never used FlexIO and the Visual Designer before, it&#8217;s maybe best to start first with <a href="https://proximusapi.enco.io/blogs/tutorials/your-first-visual-designer-application-for-inbound-calls" target="_blank" rel="noreferrer noopener">this tutorial</a>. Come back here once you&#8217;re done.</p>



<p>Go to the <a rel="noreferrer noopener" href="https://proximusflexio.enco.io/" target="_blank">Proximus FlexIO console</a> and create a new blank Visual Designer Application. We&#8217;ll call this application &#8220;<strong>numberMasking</strong>&#8220;. We&#8217;ll have 2 actions in this application:</p>



<ul><li>a <em>Say</em> action, just to let the technician know the application is now going to call his customer</li><li>a <em>Dial </em>action to a <em>Number</em> where this number is defined as <em>$customernumber</em> &#8211; this dollar sign means <em>customernumber</em> is a variable, as the customer number will be different for each call</li></ul>



<figure class="wp-block-image size-large is-style-default"><img decoding="async" loading="lazy" width="900" height="486" src="/wp-content/uploads/2020/10/image.png" alt="Number Masking application in the FlexIO Visual Designer" class="wp-image-4887" srcset="/wp-content/uploads/2020/10/image.png 900w, /wp-content/uploads/2020/10/image-300x162.png 300w, /wp-content/uploads/2020/10/image-768x415.png 768w" sizes="(max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px" /></figure>



<p>Please note the various setting cogwheels in the interface that we clicked to choose the language of our <em>Say</em> action and well as to define that we will only try to call the customer for 20 seconds before giving up. Don&#8217;t forget to save your work once this is all done.</p>



<h4><span id="Creating_a_web_trigger">Creating a web trigger</span></h4>



<p>Now that the application is created, we need to know how to trigger it easily. The objective is to have a simple trigger that takes in the number from which we will call (ie the masked number), the phone number of the technician and the phone number of the customer.  By using this trigger, we launch the whole call sequence.</p>



<p>While still being in the Visual Designer, click on the top right menu and select first&nbsp;<em>Account Settings</em>&nbsp;to verify that your Proximus FlexIO credentials are correctly set.</p>



<figure class="wp-block-image size-large is-style-default"><img decoding="async" loading="lazy" width="150" height="310" src="/wp-content/uploads/2020/10/image-2.png" alt="Account settings and web trigger" class="wp-image-4901" srcset="/wp-content/uploads/2020/10/image-2.png 150w, /wp-content/uploads/2020/10/image-2-145x300.png 145w" sizes="(max-width: 150px) 85vw, 150px" /></figure>



<p>Select again the top right menu and click on&nbsp;<em>Web trigger</em>. Enable the trigger, set an application specific token (a password), copy the URL then save and close the Web trigger setting. The password token allows to securely share our web trigger URL without having to disclose our complete credentials on Proximus FlexIO.</p>



<figure class="wp-block-image size-large is-style-default"><img decoding="async" loading="lazy" width="900" height="518" src="/wp-content/uploads/2020/10/numbermasking1.gif" alt="Configuring the number masking web trigger" class="wp-image-4902"/></figure>



<p>Paste the copied URL in an empty text file (such as using Notepad), and replace “mysecret” at the end of the URL by your application specific token or password.</p>



<p>Save your application. You may now close that Visual Designer window.</p>



<h4><span id="Editing_the_web_trigger">Editing the web trigger</span></h4>



<p>You will need to change a bit the URL you copied in the previous step to make it usable to trigger the masked call scenario. Go back to the text editor where you pasted your URL and:</p>



<ul><li>change&nbsp;“to=+1231231231”&nbsp;to&nbsp;“to=%2B32xxxxxxxxx”&nbsp;where&nbsp;32xxxxxxxxx&nbsp;is&nbsp;the phone&nbsp;number&nbsp;of the technician</li><li>change&nbsp;“from=12345”&nbsp;to&nbsp;“from=%2B32aaaaaaaaa”&nbsp;where&nbsp;32aaaaaaaaa&nbsp;is&nbsp;the phone&nbsp;number&nbsp;that&nbsp;you&nbsp;have&nbsp;reserved on the FlexIO platform for this application. This is the callerID that will be shown to both the technician and the customer</li><li>add &#8220;&amp;customernumber=%2B32bbbbbbbbb&#8221; at the end of the URL, where 32bbbbbbbbb is the phone number of the customer</li></ul>



<p>Your URL should look like this (we used “x” to mask sensitive information so your own content should be real):</p>



<pre class="wp-block-preformatted">https://proximusflexio.enco.io:443/visual-designer/services/apps/APxxxxxxxxxxxxxx/start?from=%2B32xxxxxxxx&amp;to=%2B32xxxxxxxxx&amp;token=somepassword&amp;customernumber=%2B32xxxxxxxxx</pre>



<h4><span id="Testing_the_scenario">Testing the scenario</span></h4>



<p>To launch the scenario, just copy your customized URL in a new browser tab and hit enter. Congratulations, your first masked number scenario is now fully working!</p>



<h4><span id="Integrating_the_number_masking_application_in_a_WFM_system">Integrating the number masking application in a WFM system</span></h4>



<p>This is obviously a task for developers or application engineers, but all it takes is to use the URL you just built and have your calling button trigger a HTTP GET request to this URL. Obviously the values after &#8220;to=&#8221; and &#8220;customernumber=&#8221; will not be fixed values anymore but variables that are resolved at each execution request.</p>



<h4><span id="Call_usage_and_reports">Call usage and reports</span></h4>



<p>You may now want to understand if and how this system is used by your technicians and get a bit of statistics on their calls. It is important that field technicians communicate regularly with their customers to let them know about their expected arrival time and warn them about delays. Good communication always increases the level of customer satisfaction! </p>



<p>Go to the <a rel="noreferrer noopener" href="https://proximusflexio.enco.io/" target="_blank">Proximus FlexIO console</a> and click on the <em>Logs </em>link on the top menu. From here, you have access to all your call records and can filter by originating number (our &#8220;from&#8221; number), destination numbers, dates etc. All of these informations are also available via API so developers can retrieve usage data on a daily basis and integrate that data in your own reporting systems.</p>



<h3><span id="Advanced_number_masking">Advanced number masking</span></h3>



<p>Proximus FlexIO also comes with <strong>advanced number masking APIs</strong>. These specific APIs makes it easier for you to manage masked number sessions between 2 participants in such a way that you don&#8217;t need to take care of most of underlying technical details. These advanced APIs are more suitable for bi-directional number masking use cases, such as the ability for a taxi driver and a customer to contact each other once a ride is reserved, or a back office employee and a customer to contact each other without compromising the direct phone number of that employee.</p>



<p>Among other, the APIs let you:</p>



<ul><li>manage your own masked number pool</li><li>create on the spot bi-directional number masking sessions and control their status and duration (such as the duration of a taxi ride)</li><li>define what happens when someone tries to contact a masked number once the session as expired (such as a customer having forgotten valuable goods in the taxi and trying to contact the driver)</li><li>automatically ban callers from number masking sessions</li><li>access integrated reporting (API and user interface) to understand how and when interactions are being used  </li></ul>



<p>If you are interested to know more and get access to our advanced number masking APIs, <a href="https://proximusapi.enco.io/contact-us" target="_blank" rel="noreferrer noopener nofollow">don&#8217;t hesitate to reach out to us</a>.</p>

Number masking for field technicians

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