---
title: Two-Factor Authentication (2FA)
slug: contact-center/two-factor-authentication-2fa
docTags: 
createdAt: 2025-12-29T08:33:08.413Z
---

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

1. The user enters their **User ID** and **Password** on the login page and clicks **Login**.
2. 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.
3. The user enters the OTP into the verification prompt.
4. 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 4.13](docId\:oV9zp0cqhLxULJk1Yj7ul)                                |
| 4.13.37 | Email OTP package updated for PHP 8.x compatibility                      | [Contact Center - Patch Release Notes - Version 4.13.37](docId:8-Ek3-XhGhc00ewNCbgU5) |