IVR with touch-tone authentication
IVR systems with touch-tone authentication identify users by validating numeric data entered on a telephone keypad. This includes Phone Password Manager.
IVR question sets
A simple process to authenticate users is to ask them to answer one or more security questions with numerical answers. Numerical security questions should have the following characteristics:
Answers should be private – relatively hard for anyone other than the user to come by.
Answers should be easy – users should be able to quickly and reliably answer the questions, without having to remember anything new, and with a low likelihood of making mistakes.
Here are a few examples of numerical security questions that meet the above criteria:
Social Security Number
Employee number (if this is typically secret)
Driver’s license number
Insurance policy number (if printed on a card the user carries with him, or if used often)
Date of birth (of self or a close family member)
First or current home telephone number
Since all of these may be acquired by a third party, it makes sense to use more than a single question, to randomize which questions are used for any given authentication session, and to lock out users who repeatedly fail to authenticate.
Using too few numerical security questions, or using data that is too easily acquired by an intruder, has the effect of reducing password strength on the network. Biometric voice print verification is a stronger technology.
Configuring IVR question sets
You can set up one or more question sets for IVR systems that use touch-tone authentication. Users authenticate over the phone by keying in numerical answers to questions that you define in Bravura Pass .
Ensure that:
Ask users to answer questions from this set is checked.
Ask telephone users to answer questions from this set is checked.
All of the questions in the question set require all-numeric answers of a fixed length. To do this:
Set the Minimum length of answers and Maximum length of answer fields to the same value, and set the Formatted string for answer field to contain the required number of Ns. For example, set the minimum and maximum number of characters to 5, and write NNNNN as the formatted string.
Users must provide answers for all required questions in the IVR question sets in Bravura Pass prior to using the IVR system.
You must record vocals (usually *.wav files) for each of the IVR questions. The IVR system plays these vocals for callers, prompting them to enter their numeric answers.
Learn more about adding question sets .