Mask and Unmask APIs

This API is only available for CXone Multi-ACD (CXone Open)users. If you are using CXone ACD, refer to the Agent API in the Developer Community portal.

The Mask and Unmask APIs enable masking voice and screen recordings when an agent is collecting sensitive information and then unmasking the recording. The ability to mask and unmask recordings helps organizations to maintain compliance with privacy and PCI regulations. These APIs allow automatic or manual masking and unmasking of recordings. You submit a mask or unmask request for a specific user.

A call to the Mask API stops voice and screen recording for every participant on the call with the agent who has the specified user ID.

  • The API call can be requested whether the call is being recorded or not. No action occurs if the call is not being recorded. Agents can be trained to always mask a call when gathering sensitive data, even if they think the call is not being recorded. This is because a call can be recorded from an admin-initiated request or one of the agent’s applications without the agent's knowledge.

  • If the agent is participating in more than one active call with a customer, the API call masks the latest call they joined.

A call to the Unmask API resumes voice and screen recording of the call. No action occurs when:

  • The call was not being recorded when masking was requested.

  • A stop recording event was received during the masking operation.

The Mask and Unmask APIs are available in the Developer Community portal.

For more information about domains and URLs, see Getting Started in the Developer Community portal.

Before You Start

Before you can start using the Mask and Unmask APIs, you must set up a user permission, generate an access key, and follow the registration and authentication process explained on the developer portal. Required permission:

  • Entity: To mask or unmask a recording, you need the Interactions Hub > APIs > Multi-ACD Masking API permission.

POST Mask

Mask the voice and screen recording with white noise for the given agent user ID. You should pair a Mask request with an Unmask request.

userId*:

string

Agent user ID of the agent to be masked.

POST /interaction-recording-management-service/v1/interactions/mask?userId=12345

Response

  • Status 200—Successful operation. The call is being masked.

  • Status 202—Operation in process. The mask request was accepted and is being processed.

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions were found for requested agent.

  • Status: 422—Operation is not supported for internal calls.

  • Status 425—The interaction is locked while processing a previous mask/unmask request. The mask request cannot be handled while the service is busy with previous request.

  • Status 500—Internal server error.

  • Status 504—The request timed out.

POST Unmask

Unmask the voice and screen recording for the given agent user ID.

userId*:

string

Agent user ID of the agent to be unmasked.

POST /interaction-recording-management-service/v1/interactions/unmask?userId=12345

Response

  • Status 200—Successful operation. The call is being unmasked.

  • Status 202—Operation in process. The unmask request was accepted and is being processed.

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions found for requested agent.

  • Status: 422—Operation is not supported for internal calls.

  • Status 425—The interaction is locked while processing a previous mask/unmask request. The unmask request cannot be handled while the service is busy with previous request.

  • Status 500—Internal server error.

  • Status 504—The request timed out.