Prerequisites
  • Admin role

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click the Settings tab.
  4. Under Security & Compliance, view your compliance settings.
    • The HIPAA setting enables compliance with the Health Insurance Portability and Accountability Act (HIPAA). If your organization requires a HIPAA compliant Genesys Cloud organization, this toggle must be on. For more information, see HIPAA compliance.
      Note: If you enable the HIPAA setting, Genesys Cloud automatically disables the Allow PII in Email Notifications setting. Depending on your voicemail settings, users may still receive notifications without PII.
    • The PCI DSS setting enables compliance with the Payment Card Industry Data Security Standard (PCI DSS) for handling payment cardholder data. If your organization requires a PCI compliant Genesys Cloud organization, this toggle must be on. For more information, see PCI DSS compliance.
    • The Voicemail Notifications setting enables Genesys Cloud to send email notifications when callers leave voicemail.
      • The Allow PII in Email Notifications setting determines whether the email notifications for voicemail contain personally identifiable information. To hide PII, disable this option.
    • The Fax Notification setting enables Genesys Cloud to send email notifications when faxes arrive.
      • The Allow PII in Email Notifications setting determines whether the email notifications for faxes contain personally identifiable information. To hide PII, disable this option.
    • The Sensitive Data Redaction for Payment Cards setting enables Genesys Cloud to redact PCI DSS entities from call recordings or voice transcripts when voice transcription or topic spotting is enabled for an interaction. This option is available only if you use Speech and Text Analytics in Genesys Cloud. Users with the Recording > Recording > ViewSensitiveData permission can access the original recording and view the transcript unredacted. For more information, see Enable automatic redaction of sensitive information.
    • The Sensitive Data Redaction for Personal Information setting enables Genesys Cloud to redact Personally Identifiable Information (PII), such as name, user name, email address, password, phone number, and location from call recordings or voice transcripts when voice transcription or topic spotting is enabled for an interaction. Users with the Recording > Recording > ViewSensitiveData permission can access the original recording and view the transcript unredacted. For more information, see Enable automatic redaction of sensitive information.

  5. To enable HIPAA or PCI DSS compliance, contact Genesys Cloud Support.