The Data Privacy tab controls anonymization of caller information shown on the Nimbus UI after a call (session) has concluded — for example in My Sessions, Assistant, or Attendant Console. Typical reasons to enable it are country-dependent or internal compliance requirements, or simply keeping personal customer details separate from the service.
☝ Before enabling this feature
- The Data Privacy > Anonymization settings are off by default. Read the “Anonymization Scope” chapter below in full before turning anything on — it lists every field that is, and is not, covered.
- Once enabled, anonymization cannot be reversed: sessions that ran while the feature was on stay anonymized forever, and sessions that ran while it was off stay un-anonymized.
- The settings change is not retroactive. Sessions that ran while the feature was on stay anonymized forever, and sessions that ran while it was off stay un-anonymized.
✅ Configuration and integration setup
If you intend to narrow anonymization to specific number patterns, prepare the regex rules first via Caller Anonymization configuration items on the same or a parent Organization Unit. Configuration items defined there become selectable in the rules table on this tab.
Learn more…
Steps in a nutshell (for service owners and administrators):
- Decide your default: anonymize every caller, or only callers matching specific patterns.
- (Only for the "specific patterns" case) On the relevant Organization Unit, create the required Caller Anonymization configuration items (name + regex).
- Open Service Settings → Data Privacy and turn on Anonymize Caller Information.
- (Optional) Turn on Anonymize Specific Callers Only and add at least one rule.
- Save the service.
💡 Always review Extensions Service Settings afterwards — Parameters and Custom Context shown in the UI or carried across transfers are not in scope of Caller Anonymization. See Anonymization Scope below.
Configurable Options
| Area | Description |
|---|---|
|
Anonymize Caller Information (master toggle) |
✅ Default off. No anonymization happens.
⮑ Turning this on also unlocks the Anonymize Specific Callers Only toggle below. 💡 GDPR — anonymization is not retroactive. Sessions are only anonymized while the toggle is enabled. |
|
Anonymize Specific Callers Only (secondary toggle) |
✅ Default off. Visible regardless of the master toggle, but only interactive when the master toggle is ON.
|
|
Caller Anonymization Rules (rules table) |
Lists the Caller Anonymization configuration items that should narrow anonymization scope. Each entry is a Name + a Regular Expression evaluated against the caller's PSTN number.
💡 Calls matching any rule in the table are anonymized according to the Anonymization Scope chapter below. Calls that do not match remain visible in full. |
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 |
|
Shown (required to support operational handling (e.g. Power Automate) |
Shown as “Not Available” | N/A - Not stored |
|
Shown as “Not Available” because Customer Identifier is “Anonymized on Request”
|
Shown as “Not Available” | N/A - Not stored | |
|
Shown as “Anonymized on Request” | Shown as “Anonymized on Request” | N/A - Not stored | |
|
|
Shown as “Anonymized on Request” | Shown as “Anonymized on Request” | Shown as “Anonymized on Request” | |
|
Nimbus |
|
Shown as “Anonymized on Request”
|
Shown as “Anonymized on Request” | Shown as “Anonymized on Request” |
|
N/A | N/A |
Is set to true when Caller Anonymization is enabled. |
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|
Nimbus (Custom Context) Parameters Nimbus |
☝Custom Data and Address Books are NOT in scope of Caller AnonymizationThe following data might still be visible during a call and needs to be handled accordingly:
✅Related action: Extension Service Settings
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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 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.