Please note: Features on this page will be activated only on customer request. Once activated and configured, anonymized entries cannot be restored.
Caller Anonymization items are used in Data Privacy Service Settings to specify which incoming Customer details should get anonymized. A typical use case is to detect certain country codes in a customer's PSTN number and anonymize their details, e.g. to meet country-dependent or internal regulatory and compliance standards.
| Area | Description |
|---|---|
| Name |
Name of your Caller Anonymization entry, as it will appear in lists and configuration dialogues. 🔎 Validation:
|
| Organization Unit |
The Organization Unit (OU) under which this entry will be visible for selection in Data Privacy Service Settings. ☝Change Impacts: Note that each Service on this OU (or higher) will have access to this config item, so making later changes to the RegEx (e.g. to filter less or more strict) will also affect services using this RegEx.
|
| Regex |
Any Regular Expressions to check the caller PSTN number on. A positive match will trigger the Caller Anonymization. For example to detect if an incoming number is from Germany, use:
This RegEx is an example and consists of the following parts:
💡Best practice: We recommend using https://regex101.com/ or other validators to check your definitions, using smaller single entries for your services, instead of large regular expressions.
|
Application in your Settings
Note that your “Caller Anonymization” item needs to be applied in your Data Privacy Service Settings to take effect.
Known Limitations
INC Caller Anonymization limitations
🔎BY DESIGN: CALLER ANONYMIZATION
💡The following design notes are not considered issues:
- In any transfer scenario, the first service settings apply - including Caller Anonymization. Transfer to other services will inherit this setting from the original service session. This also works in the inverse case, meaning that transfers received from a service with anonymization disabled will NOT appear anonymized on a service that has the feature enabled.
-
Power Automate Connector: Any externally retrieved Parameters and other Customer-identifying context are not included in Caller Anonymization.
→ Nimbus cannot identify which parameters count as sensitive. If you need to anonymize this information, adjust your Power Automate flows accordingly. - The “Anonymized on Request” placeholder is not shown on the Customer Insights page, as it uses historical data.
- Scheduling a Callback (see Use Case - Schedule Automatic Callbacks from a Nimbus Queue) will not work on anonymized services, as the Workflow Activity “Save to Parameter” will not have a Parameter with a usable customer PSTN to operate with.
- The “Callback” Workflow Activity will not work on anonymized services.
- The caller PSTN (phone number) will still be shown in Microsoft Teams UI, as Nimbus cannot control this part.
KNOWN LIMITATIONS: CALLER ANONYMIZATION
💡We are actively working on frontend enhancements (e.g. how parameters are displayed during a live call):
💡Currently out of scope, please refer to the available → workarounds:
-
“Announcement” Workflow Activity (with “Add Parameter” toggled on): Customer-identifying Call Data – such as
$(Caller.TelNumber)–will be visible in the active session database.
→ We recommend to avoid usingcalleridentifying parameters and System Fields in workflows. -
Transcription (with Caller Anonymization enabled) will contain names of participants.
→ We recommend to store the transcribed data exclusively within in “Nimbus Companion” Flow Actions while leaving transcription widgets on My Sessions disabled. -
Custom Roles or Bulk Editing currently don't include “Data Privacy / Anonymization”.
→ Please adjust settings with Admin / Service Owner accounts individually.