Number Masking

number masking allows organizations to make customer phone numbers confidential, hiding them from agents and other users this feature ensures compliance with it regulatory standards and industry requirements regarding consumer data privacy when enabled, identifiable information like phone numbers is anonymized or masked, preventing unauthorized recognition or use beyond the intended purpose note number masking is available for voice only and does not apply to fusion applicability this feature is designed for use within the unified agent desktop (uad) or /app where ameyo serves as the primary interface it is also available in the mobile app / webtoolbar; however, in this context, the masking applies only at the visual interface layer the underlying contact number remains accessible through system level logs and developer tools key capabilities role based visibility administrators can grant specific user roles the privilege to view unmasked (actual) numbers for verification purposes process level configuration masking can be enabled or disabled for specific processes if enabled for a process, it applies to all campaigns within that process masking policies choose between random alphanumeric strings or partial character replacement configuration accessing the masking tab log in to the administrator console navigate to system configuration click on the masking tab enabling unmasked view for specific roles in certain scenarios, roles such as supervisors or analysts may need to verify actual phone numbers to grant this privilege in the masking tab, locate the "enable privilege to view the actual number for the user roles" section select one or more of the following roles to allow them to view unmasked values analyst executive group manager professional agent supervisor caution it is recommended to use this option cautiously to maintain data security configuring masking policies once masking is enabled for a process, you must select a masking policy 1\ random masking policy description replaces the phone number with a random alphanumeric string searching searching is enabled through a unique identifier in this policy, the unique identifier and the masked number are the same 2\ replacement masking policy description replaces specific characters of the actual number with 'x' configuration you define how many characters to show at the start (n) and at the end (n') of the number the remaining characters in the middle are masked constraint the preview and configuration are based on a maximum phone length of 15 digits the sum of the first characters (n) and last characters (n') must not exceed 15 if the total exceeds 15, an inline error is displayed applying changes after configuring the policy and roles, click apply important changes such as enabling, disabling, or modifying policies will only be visible to users after they log out and log in again to the ameyo application server it is recommended to make changes during non working hours to avoid impacting business operations once phone numbers are masked using a masking policy, they cannot be unmasked voice log filename masking when number masking is enabled, voice log filenames on the call server are also masked by default starting from version 4 13 26, the unmaskrawvoicelogs system configuration flag can be set to true to store voice log files with the real (unmasked) filename on the call server, while the ui continues to show masked values this is useful for integrations that match recordings by phone number ui masking consistency starting from version 4 13 33, number masking behaviour is aligned across all ui surfaces — including the agent toolbar and supervisor console — so that masked numbers appear consistently regardless of where they are viewed privilege management enhancements starting from version 4 13 48, administrators have expanded control over masking related privileges, allowing more granular assignment of who can view unmasked data across different user roles and contexts version history version enhancement release notes 4 13 26 configurable voice log filename masking via unmaskrawvoicelogs flag 4 13 26 docid\ aftf0pmqlovldq f8wkot 4 13 33 ui masking alignment across agent toolbar and supervisor console contact center patch release notes version 4 13 33 docid\ lnw2yk7bxjwbzqn hkjng 4 13 48 expanded mask related privilege management contact center patch release notes version 4 13 48 docid\ ohmti dqxjpuejrdrcdz0