Verba provides the ability to mask customer identification data (CID) in the service logs and on the user interface. If CID masking is used, the technical staff can access the GUI and the logs without accessing sensitive information. In the case of the service log masking, it means a replacement to a hash, so the corresponding numbers still can be found without revealing the actual numbers.

The CID masking on the GUI applies to the following:

Everything under the Conversations menu
Phone service
Mobile interface

and doesn't apply to the following:

Quality Management
Reporting
System configuration and media files

Service log masking can increase the CPU load on the servers due to the pattern matching algorithms used by the regular expressions. In the case of complex expressions, it is recommended to test the effect on the CPU load before rolling out the setting to production systems.

Configuring CID Masking in the Service Logs

Step 1 - Open the Verba Web Interface and go to the System \ Servers menu. Alternatively, it can be configured at the profile level, in the System \ Configuration Profiles menu.

Step 2 - Select the server or the configuration profile to configure.

Step 3 - Go to the Change Configuration Settings tab.

Step 4 - Expand the Service Logging \ Log Masking node.

Step 5 - Set the Log Masking Enabled setting to Yes.

Step 6 - Provide the regexes at the Masking Patterns setting. (one per line)

Step 7 - Provide the masking exceptions at the Masking Pattern Exceptions setting.

Step 8 - Click on the icon.

Step 9 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

Configuring CID Masking for the GUI

Step 1 - Open the Verba Web Interface and go to the System \ Servers menu. Alternatively, it can be configured at the profile level, in the System \ Configuration Profiles menu.

Step 2 - Select the Media Repository (or Single) server or the corresponding configuration profile to configure.

Step 3 - Go to the Change Configuration Settings tab.

Step 4 - Configure the masking settings under the Web Application \ Phone Number Masking node.

Step 5 - Click on the icon.

Step 6 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

Step 7 - Configure Phone Number Masking for the users under role configuration, enable Phone Number Masking in Search permission. The new permission setting will take effect after the next login of the user.

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