Two-Factor Authentication (2FA)
3 min
Two-Factor Authentication (2FA) adds an extra layer of security to the contact center login process. When enabled, users must provide both their standard credentials (User ID and password) and a one-time password (OTP) to complete login. This significantly reduces the risk of unauthorized access from compromised passwords.
How It Works
- The user enters their User ID and Password on the login page and clicks Login.
- If 2FA is enabled for that user type and contact center, the platform generates a one-time password (OTP) and delivers it to the user's registered email address.
- The user enters the OTP into the verification prompt.
- The platform validates the OTP and, if correct, grants access to the console.
Prerequisites
- 2FA must be enabled by the administrator for the relevant user type(s) and contact center.
- Users must have a valid, accessible email address registered in the system for OTP delivery.
- Email delivery infrastructure (SMTP) must be configured and operational.
Limitations
- OTP delivery depends on email infrastructure availability; delays in email delivery can affect login speed.
- 2FA currently supports email-based OTP; hardware tokens and authenticator apps are not supported.
Version History
Version | Enhancement | Release Notes |
|---|---|---|
4.13 | Introduced OTP-based two-factor authentication (UserID + password + OTP) | ECC Release Notes 4.134.13 Release Notes |
4.13.37 | Email OTP package updated for PHP 8.x compatibility | Contact Center - Patch Release Notes - Version 4.13.374.13.37 Release Notes |
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