Maintenance Manual
16 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
Data Masking for Chat
Data masking allows businesses to ensure that sensitive information, like credit card numbers, Social Security
Numbers, bank account numbers, etc. is not transmitted from the system to the customers and vice versa. If the
customer and agent do add any sensitive data in the email content and chat messages, all such data is masked
before it is displayed to customers and agents and before it is stored in the Unified EIM & WIM System.
Data masking is the process of scanning the content for sensitive information and applying regular expressions
to mask the sensitive information and hide the original data with characters, like, * ^ #. Data is masked using
patterns, which are defined using Javascript and Java regular expressions.
Masking patterns are defined by the partition administrators and then are applied to the email and chat channel.
The partition administrator can decide to manage the channels for all departments at the partition level, or can
allow each department to manage their own configurations.
For chat, you have the option to allow customers to disable data masking for selective messages. The Off-the-
record feature allows agents and customers to exchange sensitive information as data masking rules do not apply
to these messages. Any information exchanged while off-record is not stored in the Unified EIM & WIM system.
Off the record conversation can be started and stopped only by customers.
For details about setting up data masking, see the Cisco Unified Web and E-Mail Interaction Manager
Administrator’s Guide to Administration Console.
Services for Chat and Collaboration
Make sure that the following services in the System Console are configured properly and are in running state.
For details about configuring these services, see the Cisco Unified Web and E-Mail Interaction Manager
Administrator’s Guide to System Console.
Agent Assignment Service (AAS) (Only for standalone chat activities.)
External Agent Assignment Service (EAAS) (For integrated emails, integrated chats, callback, and delayed
callback activities only. Not required for standalone chat activities.)
Listener service (For integrated emails, integrated chats, callback, and delayed callback activities only. Not
required for standalone chat activities.)
Settings for Chat and Collaboration
Make sure that the following partition and department level settings are configured properly. For details about
these settings, see the Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to
Administration Console.
Settings at the Partition Level
Chat Watchdog Interval (Seconds)
Enable Chat Queueing
Important: Data masking rules also apply to the message typed by customers in the callback
request form.