Enable or Disable Privacy Shield for Call

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

Log in to the customer organization at 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 you disable this feature, an agent cannot pause the recording of sensitive information during a call. Consider this setting only if the Pause/Resume Enabled for queues is not enabled in the Management Portal (Provisioning > Entry Points/Queues > Queue/Outdial Queue > Advanced Settings).

Enable or Disable Attachments for Chat and Email

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.

To enable or disable attachments for chat and email:

1

Log in to the customer organization at 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 you disable this feature, an agent cannot send or receive attachments in chat or email.


 

By default, the Chat and Email Attachments toggle button is enabled.

Configure Redact and Drop for Chat and Email

To configure redact and drop for chat and email:

1

Log in to the customer organization at 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 that the redaction was enforced.

    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 that the redaction was enforced.
  • Drop: Block chat and email messages that 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 that the delivery is failed 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 that the drop was enforced.
4

In the Chat Security Banner section, use the toggle button to enable or disable the feature.

When you enable this feature, the system displays the following security banner message for the chat: Do not share personal/confidential information in chat messages or attachments.

Content Security Policy for Webex Contact Center

Content security policy enables you to define an allowed list of trusted domains that you can access 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

Log in to the customer organization at 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 that are 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 you add the domain 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.

Source IP Addresses for Webex Contact Center

This article lists the source IP addresses that you must allowlist on the firewall. With this configuration, Webex Contact Center can make network calls to the external services hosted on your premises, through your firewalls. This setting applies to various use cases such as Flow Designer HTTP nodes or external webhooks.

These IP addresses are for customers that must allowlist Webex Contact Center as the source. This setting applies to all network calls originating from data centers and go out over the internet through the Network Address Translation (NAT) gateways. We don't provide IP addresses of Webex Contact Center as the destination address because inbound requests to data centers go through load balancers and IP addresses are dynamic.

The following IP addresses are defined for each data center. Depending on your country of operation, source IP addresses vary. For more information on the supported data centers, see the Data Locality in Webex Contact Center article.


This article is only about source IP addresses for Webex Contact Center. For information on the domains required for the Agent Desktop, see the Domain Access Required for Desktop section in Cisco Webex Contact Center Setup and Administration Guide.

Data Center

Source IP Addresses

United States

  • 44.198.116.6

  • 52.2.206.209

  • 34.233.169.210

  • 35.171.39.86

  • 52.71.229.67

  • 18.204.155.101

United Kingdom

  • 18.133.42.169

  • 18.132.81.121

  • 18.170.240.71

Australia

  • 13.55.204.113

  • 52.65.175.133

  • 3.105.244.46

Germany

  • 3.67.159.214

  • 3.65.95.10

  • 3.69.237.238

Canada

  • 35.182.112.71

  • 15.223.110.6

  • 15.223.82.211