I am a healthcare developer and I have been working with Genesys Cloud for three years, but I am currently facing a major compliance hurdle. We are building a secure IVR flow for patient PIN verification. I am using the Collect Input block to capture the four-digit PIN. Even though I have ‘Secure Input’ enabled, the raw DTMF digits are still appearing in the interaction logs during our testing! This is a massive HIPAA violation! I have checked every setting twice. Why is the platform not masking these digits correctly in the audit trail, and how can I ensure these PINs are never permanently stored in plain text?
Hello. I recently inherited a similar setup and I found that ‘Secure Input’ only masks the digits in the real-time agent desktop and the standard recording playback. It does not automatically strip them from the low-level SIP signaling logs or the flow execution history if you have ‘Debug Logging’ enabled. You must ensure that you are utilizing the ‘Secure Flow’ feature for the PIN collection segment. Once the call enters a Secure Flow, the platform utilizes a dedicated secure media path that explicitly prevents DTMF from being logged in any trace. It is a bit of a pain to set up the transfer logic, but it is the only way to be fully compliant.
Good afternoon. We handle similar security requirements for our custom widget integrations. Beyond using Secure Flows, you should also consider utilizing a ‘Data Action’ to immediately hash the PIN as soon as it is collected. By converting the PIN into a non-reversible hash before you store it as a participant attribute, you add a secondary layer of protection in case the attribute is ever leaked in a report. This is a common pattern we use in our embedded services to ensure we aren’t passing PII between the IVR and our backend CRM.
I have seen this PIN logging issue dozens of times in the forum over the years! The ‘Secure Flow’ is definitely the primary solution, but there is one more thing people always forget! You must check your ‘Trunk’ configuration! If your SIP carrier is sending DTMF via RFC 2833 and you have ‘Capture SIP Diagnostics’ enabled on your Edge, the digits will appear in the PCAP files regardless of your Architect settings! You absolutely must disable SIP diagnostic capture on your production edges if you are handling HIPAA-sensitive DTMF. It is a classic sysadmin mistake that leads to many frustrating compliance audits!