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  • 1.  Masking Caller ID for a Grievance IVR

    Posted 08-28-2024 18:17

    Hello Community , 

    Is there a way to mask caller ANI for calls that gets routed to a particular IVR ? Masking should be done for the interactions in interaction view.

    Thanks 

    Maheshwar


    #Implementation

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    Maheshwar Jayaram Deendayalu
    Cognizant Technology Solutions India Private Limited
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  • 2.  RE: Masking Caller ID for a Grievance IVR
    Best Answer

    GENESYS
    Posted 08-29-2024 06:59
    Edited by Cameron Tomlin 09-04-2024 09:40

    Hi Maheshwar,

    I don't believe its possible to mask the ANI for interactions that arrive via specific IVRs.  You can mask data for "My Interactions" if you want to limit users from seeing the ANI on their own interactions or you can make is for all Interactions in the Interactions View via the Configure analytics settings.

    I did check the Ideas Portal and couldn't find anything similar for future consideration, so would recommend raising an Idea here: Genesys Cloud Product Ideas Lab



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Masking Caller ID for a Grievance IVR

    Posted 08-29-2024 17:41

    Thanks Sam for the response. 

    We want to mask only particular interactions so cannot use the Analytics settings. Will create an idea for this. 

    Thanks

    Maheshwar



    ------------------------------
    Maheshwar Jayaram Deendayalu
    Cognizant Technology Solutions India Private Limited
    ------------------------------

    Original Message


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