Genesys Cloud CX

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  • 1.  Sensitive information filtering

    Posted 08-27-2018 07:16

    Hi

    When we send an outbound email containing long numbers from PureCloud to a customer, the first 12 numbers are hidden as ************.

    Example:
    conversationId: 6d82d155-2af2-42d7-b287-9d78a90889fd

    I have found this article: https://help.mypurecloud.com/articles/sensitive-information-filtering/

    I think it may because we are trying to send IMEI numbers and they use the Luhn algorythm which is also used by creditcards.

    Is there anyway we can turn this feature off for our ORG?



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    Thomas Karlshoj
    HI3G Denmark ApS
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  • 2.  RE: Sensitive information filtering

    GENESYS ADVISOR
    Posted 08-31-2018 07:49
    Hello Thomas,

    Thank you for reaching out.

    I am not sure if this can be turned off as this is part of the security and privacy policies but I already reached out to our Platform Team to know how we can go about this matter. I will get back as soon as I have the information available.

    Thank you again!

    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
    ------------------------------



  • 3.  RE: Sensitive information filtering

    Posted 09-28-2022 10:15
    We have a similar problem. In out case, Membership Numbers are being masked in Chats.

    Whilst I understand the concerns, surely if a customer has not selected "PCI Compliant" then it can be turned off? Not everyone takes payments by card and so PCI doesn't apply to them.

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    Paul Simpson
    Sr. Cloud Partner
    AAA Club Alliance Inc.
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  • 4.  RE: Sensitive information filtering

    GENESYS ADVISOR
    Posted 08-31-2018 09:33
    Hi,

    I believe this can't be deactivated as the sensitive information filtering is a requirement per our Security team for our product to be PCI-compliant.
    I also reviewed previous cases in the customer care portal and that is an expected behavior for anything that is in a string format that resembles a credit card number. According to the expert, it is not allowed to transmit these type of number in any messaging format.

    Please let us know if there are further questions about this.

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    Jo Malabag
    Global Digital Team, Customer Success
    Genesys - Employees
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  • 5.  RE: Sensitive information filtering

    GENESYS ADVISOR
    Posted 08-31-2018 09:38
    Edited by RC Cantiller 09-01-2018 03:42
    Hi Thomas,

    Currently, @Lucie DeCristofaro is looking into this incident and will get back to you and let you know if there's a work around for this.

    Thank you @Jo Malabag for reviewing related cases

    Thank you!

    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
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  • 6.  RE: Sensitive information filtering

    GENESYS
    Posted 09-13-2018 12:44
    We have a fix in progress and it should be available within a week or so. Quite possibly today during after hours for Europe so you should be ready to start using it on Friday. It will only apply to new emails.

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    Lucie DeCristofaro
    Genesys - Employees
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  • 7.  RE: Sensitive information filtering

    GENESYS
    Posted 09-17-2018 09:43
    The change has been made in production. Let us know if you are still seeing issues.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
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  • 8.  RE: Sensitive information filtering

    Posted 09-28-2022 08:03
    Hi,
    I was looking for something similar to turn-off the masking of the credit card number for a specific client. Could someone share if the change that was made in production was for Europe region only or across regions please? And how can one turn-off this feature please?

    Thanks

    Apologies to reopen this thread.

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    Aditi Agarwal
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