Genesys Cloud - Main

Hi All,

When the agent receives a call, I want them to be unable to see the customer's number in any way. Is there a way to do that, natively or otherwise?
Thanks in advance.

Natively, Genesys Cloud doesn't support fully hiding the customer's number from agents, as the ANI is typically passed through for traceability and compliance reasons.

A workaround we've successfully implemented for a client involves using a Session Border Controller (SBC) or voice gateway positioned between your PSTN provider and Genesys Cloud Edge. This allows you to manipulate the inbound call data externally before it reaches the system:

• Masking or Anonymizing the ANI: Configure the SBC to strip, replace, or mask the caller ID in SIP headers (e.g., set it to "Anonymous," a generic number like "000-000-0000," or a company-specific placeholder). This prevents the original number from appearing in agent interfaces, scripts, or logs within Genesys.
• Pros: Fully blocks visibility for agents, maintaining privacy or security requirements.
• Cons: You lose end-to-end traceability in Genesys (e.g., no way to link calls back to the original number for reporting or audits). It also introduces additional hardware/software costs, setup complexity, and potential latency.

If traceability is critical, consider logging the original ANI separately in the SBC for admin access only, but ensure this complies with your legal and privacy policies.

Best regards.

Hello Basil, 

Genesys Cloud provides some native masking capabilities for phone numbers, but there isn't a way to completely hide customer numbers from agents in all views. 

I believe you can enable phone number masking in various views through Analytics settings. There are also predefined data filters that can mask phone numbers in certain contexts, particularly digital channels. 

But as I stated before there isnt a way to completely hide customer numbers from agents in all views. 

• PII (including phone numbers) may still be visible to users in some views
• The information remains accessible through direct API calls
• Complete hiding of phone numbers from agents in all contexts is not currently available as a native feature and would need to be a enhancement request in our ideas portal. 

Hope this helps!