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  • 1.  HIPPA Compliance Toggle in Organization Settings

    Posted 03-25-2025 17:00
    Hello Genesys Cloud Community,
    I am looking to understand what exactly is modified in Genesys Cloud when the HIPPA setting is toggled to 'on'. 
    Information I am finding seems limited to the below:  Are the two items below the only items impacted if the setting is toggled on or am I missing information? 
    1. Voicemails .wav files are no longer an attachment to the email alerting of a voicemail received
    2. Inactivity timeout mandatory setting - although it appears that Inactivity timeout can be set independently without HIPPA setting toggled on.

    Understanding there can be the concern of email with an attached voicemail (.wav file) being sent, as it could possibly have PII information.  Yet, I'm receiving feedback that individuals do not want to lose the feature of having their voicemails more easily available.  

    Anyone have information or ideas on the below:

    • are there other items that are modified by toggling on the HIPPA setting?
    • is there a way to forward queue voicemails to an email address?
    • and short of not enabling this HIPPA feature, how others may have gotten around emailing the standard user voicemail to the user. Possibly a way to scrub the voicemails for PII information?

    Thank you in advance.

    Lisa


    #Unsure/Other

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    Lisa Schifilliti
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  • 2.  RE: HIPPA Compliance Toggle in Organization Settings

    Posted 03-25-2025 18:19

    If you don't want users to receive the voicemail.wav in email, the only way to really prevent it without HIPAA enabled is to just turn off Communicate Voicemail Notifications altogether, so they don't get the email at all.

    They can still use the Collaborate app on a smartphone to get their voicemails from Genesys Cloud.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
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    Original Message


  • 3.  RE: HIPPA Compliance Toggle in Organization Settings

    Posted 03-26-2025 07:34

    George, thanks so much for responding to my post.  

    Actually, the ask is based on wanting to keep the .wav files attached to the email notification.

    I am trying to understand if we don't enable the HIPPA what other HIPPA security are we not taking advantage of other than:

    1. Voicemails .wav files are no longer an attachment to the email alerting of a voicemail received
    2. Inactivity timeout mandatory setting - although it appears that Inactivity timeout can be set independently without HIPPA setting toggled on.

    Hope that more clearly describes my question.

    Thanks again



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    Lisa Schifilliti
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    Original Message


  • 4.  RE: HIPPA Compliance Toggle in Organization Settings

    Posted 30 days ago

    George, thanks so much for responding to my post.  

    Actually, the ask is based on wanting to keep the .wav files attached to the email notification.

    I am trying to understand if we don't enable the HIPPA what other HIPPA security are we not taking advantage of other than:

    1. Voicemails .wav files are no longer an attachment to the email alerting of a voicemail received
    2. Inactivity timeout mandatory setting - although it appears that Inactivity timeout can be set independently without HIPPA setting toggled on.

    Hope that more clearly describes my question.

    Thanks again



    ------------------------------
    Lisa Schifilliti
    ------------------------------

    Original Message


  • 5.  RE: HIPPA Compliance Toggle in Organization Settings
    Best Answer

    Posted 30 days ago

    The main things:

    Also the note:

    Caution: The only way to guarantee the inactivity timeout required by HIPAA is an operating system level lockout on the user workstation. Genesys Cloud recommends a 15-minute inactivity timeout on user workstations. 

    So, the HIPAA toggle automatically enforces a 15-minute idle timeout which forces the user to log back in after 15 minutes of inactivity. The not is regarding how the client can send log files, do updates, other things which cause the timeout to be reset even if the agent is idle. So, you should use domain settings or local security settings on the agent's computer to lock it down after 15 minutes of inactivity just in case the client inactivity timeout gets reset by automated client activity in the background.

    The newest settings for the standard Inactivity Timeout in the organization Settings (separate from HIPAA timeout and available without HIPAA) allow you to designate entities that should not reset the timeout. 

    Items 6 and 7 at https://help.mypurecloud.com/articles/set-an-automatic-inactivity-timeout/ describe those settings



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: HIPPA Compliance Toggle in Organization Settings

    Posted 29 days ago

    Thank you for the question!  We answer this in our documentation at HIPAA compliance.

    Screen capture of HIPAA Documentation


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    Christopher Bosken
    Product Manager
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    Original Message


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