CVG 1.15.0 (05-Oct-2021)

Our new release brings an important improvement in the protection of end users’ personal data: If it is not necessary for a bot and bot developers to know the customer’s phone number, CVG can now anonymize it. I.e. Conversational AI like Boost, Cognigy, Dialogflow, Rasa, Ubitec, other API consumers and integrations will only see an anonymized phone number.

Another privacy feature is that you can restrict access to the recordings transferred to VIER Interaction Analytics by specifying roles.

We have again made some improvements to the user interface to make your life easier. Last but not least, our CVG console is now available in German!

protection of end users' personal data

Optional Anonymization of Customer Numbers

In order to respect your users’ data protection rights we now offer the ability to anonymize phone numbers before they are transferred to external systems (bots, integrations, API consumers).

If Anonymize Customer Phone Numbers is enabled, CVG will hash the remote caller ID when communicating with bots and other services. The hash is deterministic: the same phone number will produce the same hash so that different customers can still be distinguished. For instance, bots could use this to react differently to a customer that is calling a second time.

Hashed phone numbers can be identified by the keyword md5-hash: at the start of the string (for example "remote":"md5-hash:ad14c520b9cfc53c25f446b338c79ced" instead of "remote":"+49111111111").

The anonymization can be enabled in the new Data Protection sections in the customer, account and project settings. In the project form it’s part of the advanced options below Call Recordings. More details on how hierarchical settings like this work can be found here.

This affects the following fields in our APIs:

SessionParameters.remote in the Bot API
CallStarted.callerNumber in the Webhook API

In CVG itself we need to store the phone numbers of the callers un-hashed due to billing and legal reasons.

Integrations

Roles for VIER Interaction Analytics

If the “VIER Interaction Analytics” integration is activated, recordings of your CVG project are automatically transferred to your “VIER Interaction Analytics” project. To ensure that only users with certain roles can view these recordings and analytics results, these roles can be specified in CVG with the integration “VIER Interaction Analytics”.

Adding Multiple Roles to the Interaction Analytics Integration

You can enter multiple roles by pressing [ENTER] before adding a new role.

Roles need to be defined in your VIER Interaction Analytics account

Please make sure to only specify roles that are defined within your VIER Interaction Analytics account.

User Interface

German UI

CVG goes German! We are happy to announce a German user interface (after being available in English only for some years). The language (German or English) is detected automatically. You can also change the language manually: Click on your user name in the top right corner and select Settings.

Setting UI Language

We are working on adding more languages over time so stay tuned!

Move Projects between Customers and Accounts

You can now move projects between customers and accounts. For example, you can start a Proof of Concept (PoC) in one account and transfer it to another account to go live with it.

To move a project, select the project and switch to the settings tab. Click on the new three-dot menu which is located to the right of the Edit and Back buttons and select Move Project.

Move Project

Select the target account and confirm with “Move Project”.

For moving projects you need access rights for more than one account.

This feature can only be used by users with customer- or reseller-level permissions.

Expected Deletion Dates

In the overviews for customers, accounts and projects, the cards now show the expected deletion dates if the respective item has been marked for deletion.

Expected Deletion Date Project

Retention period for deleted items

We have not changed the retention period for deleted items. It is 90 days. After that, the item is irretrievably deleted.

New UI Manual

Our Technical Documentation Team released an updated version of the Cognitive Voice Gateway UI Manual. On our Documentation page there is a new UI Handbook card that will redirect you to the latest version of the manual!

CVG Manual

This manual focuses on the Console (UI). For detailed information on APIs, their use and their integration into Conversational AIs and Contact Centers see https://cognitivevoice.io/docs/ and https://cognitivevoice.io/specs/.

New Default Landing Page

The next time you log into the CVG Console you will notice that the old landing page has vanished. For now it’s the project overview, but we are working on a better implementation of the landing area!