User Authentication
Secure methods of authenticating users to Phone Password Manager include:
Touch-tone authentication (Numeric questions and answers)
Users key-in their answers to personal questions using a telephone key pad.
You can set up Phone Password Manager to authenticate users by prompting them with questions from their Bravura Pass question and answer profiles.
Biometric voice print verification
Users speak one or more phrases so that their voice can be compared to a previously registered sample.
In order to use voice print verification, users must first register their voice samples. You can set up Bravura Pass to facilitate and secure the registration process.
The following sections show you how to set up question sets in Bravura Pass that Phone Password Manager can use to authenticate users. See Self Service Anywhere Interactive Voice Response systems to learn how to set up self-service interactive voice response registration.
Setting up IVR question sets
In order for Phone Password Manager to use questions and answers from Bravura Pass to authenticate users, the following conditions must be met:
Question sets and questions must be set up correctly for Phone Password Manager integration.
Phone Password Manager question sets must be pre-defined, and all questions must have all-numeric answers so they can be easily entered from a telephone keypad.
You can either add a new question set specifically for the Phone Password Manager, or use the existing pre-defined question set.
The question set must have Ask telephone users to answer questions from this set enabled.
Users must complete their security question profiles.
Users’ completed profiles must include at least <N> questions from each question set that can be used for Phone Password Manager integration.
Where <N> is equal to the question set’s Number of questions to ask during authentication setting.
Using the default question set
Bravura Pass is shipped with a pre-defined question set, DEFAULT_PREDEFQSET, that contains three questions that can be used for Phone Password Manager authentication:
What is your favorite or lucky number?
What was your first telephone number?
On what year did you purchase your first car?
Adding question sets
If you do not want to use the default question set (DEFAULT_PREDEFQSET) for touch-tone authentication, or if you want to strengthen the authentication process, you can add more Phone Password Manager specific question sets.
To do this:
Click Manage the system > Policies > Question sets > Pre-defined questions .
If Bravura Pass displays a list of existing question sets, click Add new... at the bottom of the list.
Enable the Ask telephone users to answer questions from this set checkbox.
Set appropriate options for the new question set.
Click Add.
Add questions
In order for a question to be suitable for touch-tone authentication, it must have the following characteristics:
Answers are private – relatively hard for anyone other than the user to come by.
Answers are easy – users should be able to quickly and reliably answer the question without having to remember anything new, and with a low likelihood of making mistakes.
Answers are all-numeric and have a fixed length.
If you are defining a new question for which a sound file does not exist by default, the question’s Description field must be formatted as: DEFAULT_PREDEFQSET_<QID> . This formatting is mandatory in order to associate a new question to it’s respective sound file.
The QID defined in the description field is used to uniquely address the sound files on the IVR, and should be unique to every custom question you wish to define.
See Adding custom authentication questions for more information on defining custom Phone Password Manager authentication questions.
Record question vocals for new questions
When users call into the Phone Password Manager, the system plays vocals (sound files) that prompt the users to prove their identities by keying in numerical answers to the questions that they have configured in Bravura Pass .
Phone Password Manager is shipped with vocals for each numeric question in the default pre-defined question set (DEFAULT_QSET). If you have added additional questions for touch-tone authentication you must record a vocal for each new question, in each supported language.
Vocal files must be named QD-PREDEFINED_<QID>.wav, and must be located in the <instance>\audio\<lang>-<locale> directory on the Phone Password Manager server. Note that the value of:
<QID> must match the number defined in the description field for the question as it was defined in Bravura Pass . The description field should always be formatted as: DEFAULT_PREDEFQSET_<QID>.
<lang>-<locale> corresponds to language that the vocal was recorded for.
See Managing audio files for more information on Phone Password Manager audio files.