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  • 1.  Hide and/or remove phone number data from interactions

    Posted 05-31-2023 14:51
    No replies, thread closed.

    Our use case is very different from nearly all Genesys users. We are a completely anonymous crisis hotline and each interaction is a completely separate and unique event. As such, we already have an custom solution built by our telecom carrier to strip ANI information from phone calls before they arrive in Genesys.  However, for SMS messages, we have had to put in place a complex (AND VERY EXPENSIVE) anonymizer solution that basically has us paying for every SMS message multiple times as it traverses the anonymizer. In order to reduce costs and maintain anonymity, our ideal solution would do 2 things:
    1. Allow us to block the contact's phone number from appearing to agents during the SMS interaction.
    2. Perform a daily purge of all phone number information from the interactions that have ended.

    We are working on building our own custom front-end where I believe we can control the appearance of the number, but we are many months away from completing that project.  And we have not found a way to remove the phone number information other than the possibility of submitting GDPR/CCPA requests for each interaction requesting they be "forgotten".  That is not a scalable solution.

    Does anyone have any thoughts on ways to approach/solve these 2 scenarios?
    Thanks


    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------


  • 2.  RE: Hide and/or remove phone number data from interactions

    Posted 06-09-2023 01:45
    No replies, thread closed.

    Have you looked at the masking of phone numbers in the Performance Views?  Also the new redaction of sensitive data is in Beta and would work to redact all SMS from being seen except by Admins.  Either of these might work until you get some GDPR API going.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Hide and/or remove phone number data from interactions

    Posted 06-09-2023 11:19
    No replies, thread closed.

    Thank you for the thoughts, Robert.  I cannot find out how to enable the masking of PII in the performance views. The only article I can find says it can be done, but doesn't tell me how.  Do you know where that is set?

    I have looked into the sensitive data redaction, but I understood it was only looking at the transcripts and not the actual phone numbers involved in the interactions.



    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------

    Original Message


  • 4.  RE: Hide and/or remove phone number data from interactions

    Posted 06-09-2023 11:25
    No replies, thread closed.

    Limited PII masking in Performance views and exports - Genesys Cloud Resource Center (mypurecloud.com)

    You enable through the API:  API Explorer (genesys.cloud)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Hide and/or remove phone number data from interactions

    Posted 06-09-2023 11:32
    No replies, thread closed.

    Thanks for the quick response.  I have enabled it and will see if that will help.



    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------

    Original Message


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