IVR with touch-tone identification

In organizations where each network login ID is already associated with some unique numeric ID, the simple solution is to ask users to log into the IVR system by keying in their numeric ID on the telephone touch pad. Examples of such numeric ID include employee numbers, or home telephone numbers.

Alternately, if a user registration process will be used (e.g., to collect personal security question data for user authentication), then users may be asked to key in or select a new numeric personal identifier. An example might be the user’s driver’s license number. In this case, users will log into the IVR with their new numeric ID.

In some cases, numeric IDs are not available. This may happen if there are no existing numeric IDs available for all users, or if what numeric IDs exist are not correlated to network login IDs, or if a registration process is undesirable.

In these cases, users may be asked to log in by pressing the keys on their telephone marked with the letters and numbers of their network login ID. For example, the user smith01 would type 7648401.

Since the digit mapping of two different alpha-numeric login IDs may produce the same number (e.g., poguh01 also maps to 7648401), an IVR system that uses this technique must allow for number collisions, and ask the caller to select the correct ID when the entered number resolves to more than one alpha-numeric login ID.

You can change the profile and request attribute that is used as a source of users’ IVR IDs (the digits users enter to identify themselves to the IVR phone system). By default, the telephone keypad translations of users’ profile IDs are used as their IVR IDs. Phone Password Manager finds a users’ profile ID by searching on their "numid" and "altnumid".

The TPM ID ATTR option allows you to change the source of IVR IDs by specifying a new profile and request attribute. When TPM ID ATTR is in use, Phone Password Manager finds users’ profile IDs by searching on the specified attribute.

For example: