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Data Privacy Service Settings

Audio/Video modality only - The Data Privacy settings control anonymization of Caller Information shown on the Nimbus UI after a call (session) has concluded, e.g. within views like My Sessions, Assistant or Attendant Console. A typical application for this is to meet country-dependent or internal regulatory and compliance standards or to simply keep any personal customer details separate from the services provided.

☝Before enabling this feature

  • "Caller Anonymization" Data Privacy Service Settings > is default disabled for all services. Once enabled, either all incoming PSTN calls OR the list of defined Caller Anonymization regular expression configuration items will be applied. 
    → As data gets permanently as “Anonymized on Request”, please read this page carefully to understand the effects and potential administrative follow-up actions.
  • Refer to the Known Limitations / Anonymization Scope chapter to clearly understand the exact data scope and implications for your call data.
    Example: Anonymization placeholders shown when the “Caller Anonymization” feature was enabled.
 

Configurable Options

Area Description
Anonymize Caller Information

When enabled: 

⮑ Caller (Customer) information is anonymized on the Nimbus UI, showing “Anonymized on Request” placeholders1. This includes views such as My Sessions or Attendant Console, and Admin > Service Operations.

Also:

⮑ Shows a table for adding Caller Anonymization configuration items, each containing Regular Expressions (RegEx).

⮑ Unlocks a second “Anonymize All Calls” toggle.

Data Privacy Tab: Caller Anonymization toggles and related Regular Expression rulesets

1 GDPR - For the data being anonymized, please read chapter “Anonymization Scope” below. The anonymization is not retroactive. Sessions are only anonymized while the toggle is enabled.
Caller Anonymization 
(entry list)

✅Default empty, disabled. Becomes active when “Anonymize Caller Information” is enabled.

💡Dependency: The table is disabled and entries are locked while “Anonymize All Calls” is enabled.

 

When enabled: 

  • You can add Caller Anonymization configuration entries to the list as needed by clicking “+Add”.
  • Calls meeting the Regular Expression criteria will be anonymized according to the call data → “Anonymization Scope” chapter below.
Anonymize All Calls

✅Default disabled. Requires “Anonymize Caller Information” to be enabled to become editable.

When enabled:

  • All calls will be anonymized without any RegEx taking effect. 
    💡This applies for both calls made via PSTN or UPN.
    ⮑ The caller Anonymization RegEx table will be shown as locked and disabled.
  • Call data will be anonymized according to the → “Anonymization Scope” chapter below.

Anonymization Scope

🔎The following System Fields and Parameters are subject to Caller Anonymization. 

INC Caller Anonymization Scope

Type of Data in Scope  Field Names affected by Caller Anonymization
(System Fields and Parameters)		 Content DURING live session
(My Sessions / Attendant Console  / Assistant)		 Content AFTER session in short-term storage 
(Sessions List / My Sessions)		 Content in LONG-TERM storage 
(Nimbus Reporting)

Nimbus

Call Data
  • MicrosoftCallerId
  • CallerTelNumber
  • Phone number
  • Caller + Tel Number
  • Customer + Primary Tel Number
  • Customer Primary Tel Number
 Shown 
(required to support operational handling (e.g. Power Automate)		 Shown as “Not Available” N/A - Not stored
  • CustomerFirstName
  • CustomerLastName
  • CustomerUPN
  • CustomerAddress
  • CustomerEmail
  • CustomerCompany
  • CustomerJobtitle
  • CustomerState
  • CustomerCity
  • CustomerStreetAddress

Shown as “Not Available” because Customer Identifier is “Anonymized on Request” 

 

 Shown as “Not Available” N/A - Not stored
  • Display Name
 Shown as “Anonymized on Request” Shown as “Anonymized on Request” N/A - Not stored

 

  • CallerID
  • CustomerDisplayName 
 Shown as “Anonymized on Request” Shown as “Anonymized on Request” Shown as “Anonymized on Request”

Nimbus

System Data
  • Customer Identifier

Shown as “Anonymized on Request”

 

 Shown as “Anonymized on Request” Shown as “Anonymized on Request”
  • IsAnonymous (Boolean)
 N/A  N/A  Is set to true when Caller Anonymization is enabled.

Nimbus (Custom Context) Parameters 

Nimbus

Address Books

☝Custom Data and Address Books are NOT in scope of Caller Anonymization

The following data might still be visible during a call and needs to be handled accordingly:

  • Personal data stored in Parameters (e.g. a customer entering a PIN during a workflow or other personally identifiable information retrieved via Power Automate Connector).
  • Data stored within Workflow Activities, e.g. workflow announcements which are directly addressing the customer by name or involving a customer input. 
  • AI driven interactions with the Virtual User. The AI will use the customer identifiers to log and parse data. This also involves AI-driven features such as Summarization and Transcription, as invovled participants will be identified by name. 
  • Caller data stored or retrieved via Power Automate Connector, which also includes Address Book data, such as the customer's home address.
 
  • UI exposure: If your anonymized service makes use of Parameters and/or related Power Automate retrieval Flow Actions to store customer data, make sure to review which data gets exposed to your Nimbus users via Extensions Service Settings (e.g. as Context, Session Details).
  • Check Custom Context transfer / storage settings: Within Extensions Service Settings of your anonymized service, review the “Store Conversation Context Data” and “Keep Custom Context Parameters on transfer” toggles. When enabled, retrieved parameters would otherwise be kept and potentially revealed during service transfers and the historical Sessions List.
 
Table: Nimbus data affected with “Caller Anonymization" feature enabled

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.
  • Extensions Service Settings: While having “Store Conversation Context Data” toggle enabled, Custom Context Parameters may persist through anonymization. → We recommend to have this toggle disabled to ensure that sensitive parameters are not stored after a session.
  • 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

💡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 using caller identifying 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.
 
Modalities Service Settings

The modalities tab controls Task Distribution settings per modality. Currently su...

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