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  • 1.  Masking Customer Number

    Posted 6 days ago

    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.


    #Omni-ChannelDesktop/UserInterface

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    Basil Ali
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  • 2.  RE: Masking Customer Number
    Best Answer

    Posted 6 days ago

    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.



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    Alesson Santos
    NA
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    Original Message


  • 3.  RE: Masking Customer Number

    Posted 5 days ago

    Thanks for the insight!



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    Daniel Souza
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    Original Message


  • 4.  RE: Masking Customer Number

    Posted 6 days ago

    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!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 5.  RE: Masking Customer Number

    Posted 6 days ago
    Edited by Phaneendra Avatapalli 6 days ago

    Hi Basil, I was able to achieve this using a work around in the Agent Script where we have a phone number is a field. Genesys released new script functionality last year, and I used the expression below to hide the number until the agent accepts the interaction. The number becomes visible only after the interaction is accepted, and it remains visible when the interaction state is "Connected," "Disconnected," or "Held" just so that they can copy anywhere they want but you can hide it as well all together. This is only way I was able to achieve, this doesnt completely hide but it works for the use case we have. Hope this helps.



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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
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    Original Message


  • 6.  RE: Masking Customer Number

    Posted 6 days ago

    Hi @Basil Ali,

    A bit more detailed requirement would help to provide a precise solution.
    Community Members have shared great points already, however, just to be clear:

    1. SBC‑based masking works only for BYOC Prem / Custom SBC setups.
      Customers on Genesys Cloud Voice or BYOC Cloud won't be able to alter SIP headers.

    2. Even if masked in the UI or scripts, ANI may still be visible through APIs/notifications unless permissions are tightly controlled.
      So if strict PII protection is required, ensure the agent role cannot access analytics detail APIs.


    Moreover, fully removing ANI visibility may impact traceability requirements, so it's good to validate regulatory needs first. 

    If you're in an industry with strict privacy requirements, a zero‑exposure flow design can work-authenticate callers using a reference ID and only present internal IDs to the agent, never the ANI.


    Just added some context to teh great answers already provided.
    Thanks



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    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
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    Original Message


  • 7.  RE: Masking Customer Number

    Posted 5 days ago

    Hi

    Just a note that with BYOC Cloud you can still mask or obfuscate the ANI with a Cloud SBC and convert the number to a non-dialable unique number that can still be used to tie up interactions.

    However my idea below has been merged and is under PM review. You should comment or vote on the second link though.

    https://genesyscloud.ideas.aha.io/ideas/AMSEC-I-217

    https://genesyscloud.ideas.aha.io/ideas/OP-I-964



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    Richard Chandler
    Connect
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    Original Message


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