The Privacy Shield feature enables agents to pause the recording of sensitive information during a call. This feature protects customer information such as credit card and social security numbers. Although the call recording is paused, the metadata of the call such as duration, dial number, routing path, and other related information are still recorded in the contact center database.

To enable or disable Privacy Shield:

1

Sign in to the Customer Organization from https://admin.webex.com.

2

Navigate to Services > Contact Center > Settings > Security.

3

In the Privacy Shield section, use the toggle button to enable or disable the Privacy Shield feature. By default, the Privacy Shield feature is enabled. When this feature is disabled, an agent cannot pause the recording of sensitive information during a call. This setting is considered only if the Pause/Resume Enabled is not defined for queues in the Management Portal (Provisioning > Entry Points/Queues > Queue/Outdial Queue > Advanced Settings).

Webex Contact Center supports attachments with the following file extensions:

.html .mhtml .mht .odt .pdf .pdfxml .rtf .shtml .xps .xml .xhtml .txt .eml .msg .ods .dot .dothtml .dotx .dotm .pot .pothtml .ppthtml .pptmhtml .pptxml .potm .potx .pps .ppam .ppsm .ppsx .pptx .pptm .ppt .pub .pubhtml .pubmhtml .xls .xlshtml .xlthtml .xlt .xlsm .xltx .xltm .xlam .xlsb .xlsx


  • Embedded images are not supported in attachments.

  • You can send and receive a maximum of 10 files. The total file size must be less than 25 MB. When the email attachments exceed 25 MB, a few attachments are dropped to stay within the file size limit and then assigned to an agent.

  • By default, the chat and email attachments option is enabled.

To enable or disable attachments for chat and email:

1

Sign in to the Customer Organization from https://admin.webex.com.

2

Navigate to Services > Contact Center > Settings > Security.

3

In the Chat and Email Attachments section, use the toggle button to enable or disable the feature. When this feature is disabled, an agent cannot send or receive attachments in chat or email.

To configure redact and drop for chat and email:

1

Sign in to the Customer Organization from https://admin.webex.com.

2

Navigate to Services > Contact Center > Settings > Security.

3

In the Security Settings For Chat and Email section, choose the Redact or Drop radio button. By default, Redact is selected.

  • Redact—Mask confidential user information from chat and email content.

    The following rules are applicable for Redact:

    If

    Then

    Sensitive information is detected in an incoming or outgoing email (in the subject line, body, or attachments)

    • The specific content is redacted from the subject line and email body.

    • Attachments that contain sensitive information are dropped.

    • The sender is alerted on the enforced redaction.

    Sensitive information is detected in a chat message (in the body or attachments)

    • The content is redacted before it is sent across. Only the updated content is available for the sender and the recipient.

    • Attachments that contain sensitive information are dropped.

    • The sender is alerted on the enforced redaction.

  • Drop—Block chat and email messages which contain confidential information.

    The following rules are applicable for Drop:

    If

    Then

    Sensitive information is detected in an incoming or outgoing email (in the subject line, body, or attachments)

    • The emails and the attachments are dropped.

    • The sender is alerted on the delivery failure due to policy violations.

    Sensitive information is detected in a Chat message (in the body or attachments)

    • The message and the attachments are dropped.

    • The sender is alerted on the enforced drop.

4

In the Chat Security Banner section, use the toggle button to enable or disable the feature. When this feature is enabled, the following security banner message is displayed for a chat: Do not share personal/confidential information in chat messages or attachments

Content security policy enables you to define an allowed list of domains that are considered as trusted, and can be accessed from Webex Contact Center applications. This helps to ensure compliance with the content security policy framework that browsers enforce. To know more about the content security policy, see https://developer.mozilla.org/en-US/docs/Web/HTTP/CSP.

To add a trusted domain to the allowed list:

1

Sign in to the Customer Organization from https://admin.webex.com.

2

Navigate to Services > Contact Center > Settings > Security.

3

In the Content Security Policy Allowed List section, enter the domain of the web resource that you need to access.

4

Click Add.

The domain appears in the Registered Domains list.


 
  • To remove a domain, click the x mark on the domain name. Domains tagged in grey are mandatory and cannot be removed.

  • If the Agent Desktop is embedded within an iFrame of another domain of an organization, add the domain to the allowed list of the Content Security Policy. After the domain has been added to the allowed list, it takes 10 minutes for the Agent Desktop to load within an iFrame. You can either reload or sign in again to the Agent Desktop to view the changes.