Set up security for Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/3srgv1

Published

2026-06-11

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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. in context
• 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. in context
• 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. in context
• Webex Contact Center admins can set a duration in seconds after which a paused call recording resumes automatically. in context
• Webex Contact Center sensitive data masking applies only to Agent Desktop, not Supervisor Desktop users. in context
• Webex Contact Center sensitive data masking only hides data in the UI; Cisco says the data is not encrypted in the backend and network and console logs still contain it. in context
• In Webex Contact Center, agent pause of call recording is disabled by default; when an admin enables it, agents can pause recording from Agent Desktop while a customer shares sensitive data. in context
• While a Webex Contact Center call recording is paused, the system still records call metadata such as duration, dialed number and routing path in the Contact Center database. in context
• Webex Contact Center sensitive-data masking applies to Agent Desktop but not to Supervisor Desktop, and attachments sent to agents may still contain PII. in context
• Webex Contact Center masks sensitive data only in the user interface and does not encrypt it in the backend, so network and console logs still contain PII. in context
• While a call recording is paused, Webex Contact Center still records metadata such as call duration, dialed number and routing path. in context
• To load Webex Contact Center Agent Desktop inside another organization's iFrame, the embedding domain must be added to the Content Security Policy Allowed List for the tenant. in context
• The Content Security Policy Allowed List is edited in Control Hub under Services > Contact Center > Tenant settings > Security, and entries tagged in grey are mandatory and cannot be removed. in context
• After a domain is added to the Content Security Policy Allowed List, it takes 10 minutes before Agent Desktop loads within an iFrame on that domain. in context
• Adding a domain to the Webex Contact Center content security policy allowed list takes 10 minutes to take effect for an Agent Desktop embedded in an iframe. in context
• Cisco does not publish inbound destination IP addresses for Webex Contact Center because inbound traffic passes through load balancers with dynamic addresses. in context
• Sensitive data masking applies to the Agent Desktop only and does not apply to Supervisor Desktop users. in context
• 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. in context
• 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. in context
• The Webex Contact Center security article publishes no retention period for call recordings or for masked personal information. inferred in context
• Cisco publishes outbound source IP addresses for Webex Contact Center per data centre, for the same 8 data centres named by the data locality article. in context
• After a domain is added to the Webex Contact Center Content Security Policy allowed list, it takes 10 minutes before the Agent Desktop loads within an iFrame. in context
• Webex Contact Center has a Content Security Policy allowed list, set in Control Hub under Services > Contact Center > Tenant settings > Security, that defines the trusted domains Webex Contact Center applications may access. in context
• Cisco publishes per-data-centre source IP addresses that Webex Contact Center uses when calling external services on customer premises, so that customers can allow those calls through their firewalls; the addresses vary by data centre (US, UK, Australia, Germany, Canada, Japan, Singapore, India). in context

Cite this source record

APA

WarmTransfer. (2026, June 11). Set up security for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-3srgv1-wxcc-security

BibTeX

@misc{warmtransfer-cisco-help-3srgv1-wxcc-security,
  title  = {Set up security for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-3srgv1-wxcc-security},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}