Genesys Cloud (formerly PureCloud)

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CCPA compliance Request

  • 1.  CCPA compliance Request

    Posted 01-05-2021 16:14
    We have a requirement where we need to delete customer information including Custom Attribute if requested by the Customer as part of CCPA.

    I have raised case in care portal and come to know that we have GDPR API using which we can submit the request and delete the data. Prerequisite of this - we should have customer number added into External contact.

    Challenge here is we can not add all the ANI into external contact.

    Also we are running the system since an year now and per the update from Genesys, the request to delete will take effect only after we associate ANI with an External contact. All the data before that can not be deleted.

    Dose anyone has any experience in using this functionality and can share us the best way to achieve it.
    #Security

    ------------------------------
    Thanks,
    Anurag Gusain
    ------------------------------


  • 2.  RE: CCPA compliance Request

    Top 25 Contributor
    Posted 01-20-2021 13:49
    CCPA and GDPR use the same API for searching.  You don't need any relationship to the external contact for this search.  I use simple searching:
    {
    "name": "",
    "replacementTerms": [
    {
    "type": "PHONE",
    "existingValue": "",
    "updatedValue": ""
    }
    ],
    "requestType": "GDPR_EXPORT",
    "subject": {
    "addresses": [],
    "phoneNumbers": ["+13105417067"],
    "emailAddresses": []
    }
    }

    This will get me all the records associated with +13105417067 and even without an external contact, I can delete it.   If you simplify your request, do you have success?
    Also, you might consider this app on AppFoundry to simplify the process and keep you out of the API :  Genesys AppFoundry - User Data Management Console (mypurecloud.com)

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: CCPA compliance Request

    Posted 01-20-2021 14:04
    Thanks Robert for the response,

    i will try to use the above API. Aslo i went to App Foundry and find User Data Management console and it seems to be really interesting.

    Do you know how can i get it configured for my organization and what is the cost associated with it ?

    ------------------------------
    Thanks,
    Anurag Gusain
    ------------------------------



  • 4.  RE: CCPA compliance Request

    Top 25 Contributor
    Posted 01-20-2021 14:13
    As far as I know, there are no costs with the User Management tool.  It is just a shell to the API.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: CCPA compliance Request

    Posted 01-20-2021 14:18
    How can i get it configure as i do not find anything on the App Foundry !

    Can you please help here

    ------------------------------
    Thanks,
    Anurag Gusain
    ------------------------------



  • 6.  RE: CCPA compliance Request

    Top 25 Contributor
    Posted 01-20-2021 14:22
    Click on Contact Us at Genesys AppFoundry - User Data Management Console (mypurecloud.com) and someone at Genesys will arrange to have it added to your ORG.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------