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 the feature page carefully to understand the effects and follow-up actions required when using this.
- Before enabling this feature, refer to the Known Limitations / Anonymization Scope chapter to clearly understand the scope and implications for your call data.
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).  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. |
| Anonymize All Calls |
✅ Default disabled. Requires “Anonymize Caller Information” to be enabled to become editable. When enabled:
|
| 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:
|
Anonymization Scope
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. |
|
|
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 in development:
- We are actively working on frontend enhancements (e.g. how parameters are displayed during a live call).
- Changes on the “Data Privacy” tab are currently not reflected in the Change History. This is in active development to come as a timely improvement.
💡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.