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How can I hide any sensitive caller information to the phone worker?

In iCarol you as an admin have several options to control what iCarol information should be made visible to others in your agency.
This is particularly important if you deal with sensitive information on callers or your staff and volunteer members.

Option 1: Restriction and Certification Feature 
By using certification and restriction, your agency can prevent users from seeing sensitive call report and caller information unless they are signing in on a certified computer. If the restriction is activated, then computers that should have access to sensitive information (such as your office computers) need to be certified. People with Admin and Supervisor security in iCarol are by default exempt from the restriction,(meaning they are trusted enough to view call and caller information from any computer they use to sign on to iCarol – regardless of whether that computer is certified or not) but even this excemption rule can be turned off if needed.

Option 2: Control Caller profile details
Define what information you want to track on repeat callers and what information you want the system to feed through to the call report (if any). This is also true for any information coming from your telephone system into iCarol.

Option 3: Control user information 
You can also decide what information you want to track on your users and what part of can be made visible to others in your agency. Each user in turn can decide if they want to share that part of their profile details with others, by a click of a button.

Option 4: User security access levels
You as an admin can decide what access rights each user has by selecting a security level for each of them. There are pre-defined security levels that you can choose from and you have the option to make very specific security rules/exceptions for a user through advanced security settings.


iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more...

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