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Use this article when you have questions about how calls work in the PerfectServe mobile app on iPhone or Android, including caller ID privacy on outbound calls, an outbound secure call failing to connect, recognizing a legitimate inbound PerfectServe call, navigating the Phone section, or answering a secure call. Jump to the caller ID explanation, the device-level Caller ID troubleshooting steps, the Phone section walkthrough, or the step-by-step secure call answer process depending on what you need.

Use Case

Use this article if you're wondering why your outbound calls through the app show a PerfectServe number instead of your own, why an outbound secure call is failing to connect, why an inbound call shows an unfamiliar number, how to find contacts or dial manually in the app, or how to answer a secure call prompt.

Quick Links

Navigating the Phone Section

When you open Phone in the app, you'll see three folders:

  • Keypad - Dial any 10-digit number manually.
  • Recents - View your recently dialed numbers.
  • Contacts - Access hospital-credentialed practitioners.

How Caller ID Masking Works (Outbound Calls)

The PerfectServe app protects your personal number by routing all outbound calls through the PerfectServe exchange.

  • When you place a call, whether by dialing manually or selecting a practitioner, the recipient will see 855-299-4500 as the incoming number.
  • This number confirms the call is being securely routed through PerfectServe to mask your identity.

Note: All outbound calls placed through the app, including responses to text messages, automatically protect your caller ID.

Outbound Call Failing? Check Your Device's Caller ID Setting

If your phone's own Caller ID blocking (also called "masking") is turned on at the device level, outbound secure calls placed through the app will fail to connect. Your phone's setting conflicts with the caller ID PerfectServe applies when it routes the call through the exchange. The two can't both control what the recipient sees, so the call fails.

To fix this, turn off Caller ID blocking on your device. PerfectServe will still protect your privacy, since that happens through the exchange, not through your phone's setting.

iPhone (iOS):

  1. Open Settings.
  2. Tap Phone.
  3. Tap Show My Caller ID.
  4. Turn the toggle ON (green).

Android:

  1. Open the Phone app.
  2. Tap the three-dot menu (⋮) or the Settings gear icon.
  3. Go to Settings, then Calls, then Caller ID.
  4. Select Show number.

Note: Menu names and steps vary slightly by phone manufacturer (Samsung, Pixel, etc.) and carrier.

Don't see this setting? Some carriers control Caller ID at the network level, so the option may not appear on your device at all, or it may be greyed out. If that's the case, contact your carrier directly and ask them to disable Caller ID blocking (Calling Line Identification Restriction, or CLIR) for your line.

How Secure Inbound Calls Work

When another practitioner or care team member calls you through the PerfectServe collaboration platform:

  • The caller ID will always display 877-844-0550.
  • We recommend saving this number in your phone as "PerfectServe" to avoid confusion.

Answering a Secure Call

  1. When your phone rings, swipe to answer.
  2. You'll hear a prompt identifying who is calling and asking whether you want to accept the call.
  3. Respond "yes" or "no."

Tips

  • Avoid saying "hello." The system may interpret it as "no," which could send the caller to voicemail.
  • If voice commands aren't understood, press 1 to accept the call or press 2 to decline.

 

 

                                            

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