Mask and Unmask APIs

This API is available for Engagement Hub users with voice or screen recording functionality. If you are using CXone Mpower ACD, refer to the Agent API in the Developer Community portal.

For customers not using the Public Mask API or needing a failover solution, Data Policies within the Interactions Hub are recommended. Data Policies manage compliance and risk by automating the handling of sensitive data. This includes deleting interactions containing sensitive information, such as PCI or privacy violations. Configuring Data Policies serves as an interim or permanent solution for maintaining data privacy and security.

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. Masked segments in call recordings are intentionally silent. This is expected behavior when masking is applied and does not indicate a system error, call hold, or recording failure. The Player provides a visual indication when masking is active.

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.

Documentation for the Mask and Unmask APIs is available in the Developer Community portal .

Before You Start

You can test CXone Mpower APIs on the developer portal . Log in with a CXone Mpower account, then you can make requests with your account's tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

To start using the APIs, you must register with NiCE to receive valid credentials used for authentication. Review the Getting Started page on the developer portal for instructions.

Usage of these APIs requires the following permission:

Entity: To mask or unmask a recording, you need the Search & Playback > APIs > Multi-ACD Masking API permission.

Mask Recordings

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.

Method: POST

Endpoint: /interaction-recording-management-service/v1/interactions/mask

Parameters:

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.

Unmask Recordings

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

Method: POST

Endpoint: /interaction-recording-management-service/v1/interactions/unmask

Parameters:

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.