What is mask in SAP CRM-CCI - SAP Contact Center?

SAP Term: mask

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A method of hiding a source or destination number. For example, an agent's individual number can be masked and the contact center queue number is shown as a caller.

Smart SAP Assistant

• Key Concepts: 
  A mask is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows users to hide sensitive information from view. It is used to protect customer data, such as credit card numbers, from being seen by unauthorized personnel. The mask can be applied to any field in the system, and it will replace the data with asterisks or other characters. 
  
  How to use it: 
  To use the mask feature, users must first enable it in the system settings. Once enabled, users can select which fields they want to mask and what characters they want to use as a replacement. The mask will then be applied automatically whenever the field is displayed. 
  
  Tips & Tricks: 
  When using the mask feature, it is important to remember that the data is still stored in the system and can be accessed by authorized personnel. Therefore, it is important to ensure that only those who need access to the data have it. Additionally, users should be aware that some fields may not be able to be masked due to technical limitations. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) also includes other features such as call routing and customer segmentation. For more information on these features, please refer to the SAP documentation or contact your SAP representative.