Number Masking

overview 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 specifically applicable for the unified agent desktop (uad) or /app where ameyo is the primary interface number masking is also available in the mobile toolbar 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