Feature Request: “Mask Audio” Button in RingCX Dialer

Title:
Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.

Description:
Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.

We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.

When the agent activates the Mask button:

Recording and monitoring streams are replaced with white noise, silence, or muted audio.

When deactivated, recording automatically resumes seamlessly.

Visual feedback (icon color, timer, or banner) shows masking is active.

This provides a simple, controlled, and compliant method to protect sensitive customer data.

Functional Requirements:

UI Placement:

Add a “Mask” or “Pause Recording” icon within the in-call controls of the RingCX Dialer (next to Mute, Hold, etc.).

Agent Controls:

Agents can toggle the feature on/off during active calls.

Button state visibly reflects current masking status.

Recording Behavior:

When Mask is ON → audio is not recorded or replaced with configurable white noise.

When Mask is OFF → recording resumes automatically.

Audit Logging:

System logs masking start/stop timestamps for compliance traceability.

Admins can review which portions of the call were masked.

Admin Configuration:

Option to enable/disable feature per queue, campaign, or agent group.

Option to customize masking audio (white noise, silence, tone).

Use Cases:

Agents collecting payment or verification data.

Customer service teams needing PCI or HIPAA compliance.

Preventing storage of personal identifiable information in recordings.

Business Impact:

Supports PCI DSS, HIPAA, and GDPR compliance.

Prevents exposure of sensitive data in recordings.

Builds customer trust and supports use in regulated industries.

Reduces post-processing costs (no need for manual redaction).

Priority:
High – Compliance, Security, and Customer Trust

Requested By:
[Your Department or Customer Service Team Name]

Optional Enhancements (Future Iterations):

Automatic Masking: Trigger masking automatically when an agent enters specific CRM screens (e.g., “Payment Details”).

Supervisor Override: Allow supervisors to enable/disable masking during live monitoring sessions.

API Access: Expose masking control via API for custom workflows.