Please note: Features on this page will be activated only on customer request. Once activated and configured, anonymized entries cannot be restored.
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.
Configurable Options
| Area | Description |
|---|---|
| Anonymize Caller Information |
When enabled: Will anonymize personal caller information on the Nimbus UI.1 ⮑ Shows a table for adding Caller Anonymization configuration items, each containing Regular Expressions (RegEx). GDPR - Good to know💡Scope of Caller Anonymization1:
 💡Not affected by Caller Anonymization are:
1🔎 Please also refer to the → Known Limitations 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. ⮑ Caller Anonymization RegEx table is disabled. |
| Caller Anonymization (entry list) |
✅ Default empty, disabled. Becomes active when “Anonymize Caller Information” is enabled. 💡The table is disabled and entries are locked while “Anonymize All Calls” is enabled. When enabled:
1🔎 Detailed information on this data can be found under System Fields > System / Call Data tables respectively. |
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.