CDR privacy redaction and evidence-safe reporting

See also

Sources

1. 1
   Cisco states that attachments sent to agents may still contain sensitive personally identifiable information and that this falls into the enterprise's own data loss prevention strategy.

   Set up security for Webex Contact Center · Manage sensitive data, attachments sentence · Checked 2026-09-16
2. 2
   Cisco states that personally identifiable information captured in Cisco device logs is always removed automatically and replaced with a note when a user sends a log, and that when an administrator downloads logs via a device's web interface any personally identifiable information collected will not be removed first.

   Extended logging and Personal Identifiable Information (PII) · Extended logging and PII, log sending and download paragraphs · Checked 2026-09-16
3. 3
   Cisco publishes a list of the personally identifiable information categories a device may collect when extended or PII logging is enabled, spanning general items such as IP address host name and domain name, call history including dialled number callback number and callback name, account details including email display name SIP address and internal and external phone numbers, identity fields including given and family name addresses and pictures, calendar items including title organiser name and meeting URI, and call control items including callback URI and meeting participants.

   Extended logging and Personal Identifiable Information (PII) · PII data that may be collected list · Checked 2026-09-16
4. 4
   Cisco states that extended logging on a device has a timeout due to storage limitations while personally identifiable information logging enabled on its own does not time out, and that disabling either setting does not remove the information already collected, which remains until the logs are overwritten.

   Extended logging and Personal Identifiable Information (PII) · Extended logging and PII, timeout and disabling paragraphs · Checked 2026-09-16
5. 5
   Cisco describes the sensitive data feature as preventing agents from viewing customer social security numbers credit card information and bank account details on digital channels, and separately as preventing them from viewing customer phone numbers and email address details across voice and digital channels.

   Set up security for Webex Contact Center · Manage sensitive data, scope sentences · Checked 2026-09-16
6. 6
   The Webex Contact Center sensitive data masking toggle and the agent call recording pause toggle are both set in Control Hub at Services then Contact Center then Tenant settings then Security, in the Sensitive Data and Call recordings sections of the same page.

   Set up security for Webex Contact Center · Manage sensitive data and Handle call recordings procedures · Checked 2026-09-16
7. 7
   The Webex Engage administration guide describes the console the channels and the templates across 64340 characters of body and states no retention period for conversation messages and no storage location for them.field report

   Webex Engage Administration guide · whole article, counted against the rendered body · Checked 2026-09-16
8. 8
   The Webex Calling Privacy Data Sheet states that call detail records and call logs are deleted after 23 months except in the European Economic Area countries and Switzerland where they are deleted after 13 months.

   Webex Calling Privacy Data Sheet · Data Deletion and Retention table, Host and Usage Information row · Checked 2026-09-16
9. 9
   The calling CDR scope is documented as granting access to comprehensive Webex Calling call detail records including PII-protected phone numbers.

   Webex for Developers — Webex Calling API reference · spark-admin:calling_cdr_read scope description · Checked 2026-09-04
10. 10
    Sensitive data masking applies to the Agent Desktop only and does not apply to Supervisor Desktop users.

    Set up security for Webex Contact Center · Manage sensitive data section, final sentence · Checked 2026-09-05
11. 11
    Sensitive data masking on the Agent Desktop is a user interface control only; Cisco states the data is not encrypted in the backend and that network traffic and console logs still contain the personal information.

    Set up security for Webex Contact Center · Manage sensitive data section · Checked 2026-09-05
12. 12
    Pausing a call recording does not stop metadata capture; Cisco states call duration dialled number routing path and other related information are still recorded in the Contact Center database.

    Set up security for Webex Contact Center · Handle call recordings section · Checked 2026-09-05
13. 13
    The Webex Contact Center security article publishes no retention period for call recordings or for masked personal information.inferred

    Set up security for Webex Contact Center · Manage sensitive data and Handle call recordings sections · Checked 2026-09-05

Documents

Cite this page

WarmTransfer. (2026, September 16). CDR privacy redaction and evidence-safe reporting. WarmTransfer. https://warmtransfer.net/knowledge/cdr-privacy-redaction

@misc{warmtransfer-cdr-privacy-redaction,
  title  = {CDR privacy redaction and evidence-safe reporting},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/cdr-privacy-redaction},
  note   = {Verified 2026-09-16}
}