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AurionAI

Caller authentication

5 min readBy Emmanuel Yazbeck

The voice agent can check who is calling before it reads or changes tickets for that person. On the Caller Authentication (Voice) page you choose how callers prove who they are, and what happens after failed attempts. This page is only about voice callers. Sign-in to the dashboard is set on a different page.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile. In the Helpdesk profile, the page is not available.
  • Your ITSM tool is connected and the requesters are synced. The agent checks callers against the requester list. Read Requesters (callers).

How the agent chooses the method

The agent uses one method per call. It takes the first method that is on, in this order:

  1. Voice-Based Authentication (v2): the caller says their name and gives their badge number, by voice or on the keypad. The name must match a requester from your ITSM tool.
  2. PIN Authentication: the caller enters a PIN.
  3. Security Questions: the caller answers a security question.
  4. No method: the agent does not ask for a credential. It can still give general help. It cannot do actions that need to know who the caller is.

With the standard settings, PIN is on, so phone callers are asked for a PIN. Security questions are not a fallback after a failed PIN. The agent uses them only when name and badge and PIN are all off.

PIN and security questions work only on phone calls from a number that is linked to a requester. In the web widget, in the mobile app, and on a call with a hidden number, the agent asks for the name and the badge number instead. A person who is already signed in to the web widget with single sign-on or to the mobile app is already identified.

Choose the method

  1. In the sidebar, select Configuration.
  2. Open the AI Voice category.
  3. Select Caller Authentication (Voice).
  4. To use the name and the badge number, turn on Voice-Based Authentication (v2). The PIN Authentication switch is then locked.
  5. To use a PIN, turn off Voice-Based Authentication (v2) and turn on PIN Authentication. Then set PIN Length, from 4 to 8 digits.
  6. To use security questions, turn off the two switches above and turn on Security Questions.
  7. Select Save Changes.

The Caller Authentication page with the authentication methods and the lockout settings.

Set attempts and lockout

  1. Under Lockout Settings, set Max Authentication Attempts, from 1 to 10.
  2. Set Lockout Duration, from 1 to 1440 minutes.
  3. Optional: set Employee Lookup Rate Limit, from 1 to 20 lookups per phone number per hour.
  4. Select Save Changes.

After the set number of failed attempts, the agent locks the caller for the set duration. AurionAI's standard values are 3 attempts and 30 minutes. The template of your organization can set other values. The page shows the values that apply to you. To unlock a caller before the end of the lockout, open the requester and unlock them. Read Requesters (callers).

Set how the agent confirms

During authentication, the agent repeats what it understood and asks the caller to confirm.

  1. Under Authentication Confirmation, in Confirmation Mode, select one option:
    • Flexible (default) - Accept implicit confirmations
    • Strict - Explicit "yes"/"oui"/"ja" only
    • Auto-proceed - Timeout-based progression
  2. Set Confirmation Timeout, from 3 to 15 seconds. This is how long the agent waits before it asks again.
  3. Select Save Changes.

Result

The message Auth policy updated appears. The agent reads the authentication settings when a call starts. The new settings apply to calls that start after you save. A call that is already in progress keeps the settings it started with. In rare cases a new call can still use the old settings for up to one minute after you save.

If something goes wrong

  • Failed to update auth policy The message under it gives the reason. Correct the value and save again.
  • Failed to save confirmation settings. Please try again. The confirmation settings were not saved. Save again.
  • Failed to load authentication policy. Please try again. Reload the page.
  • A caller cannot authenticate with a badge number. The requester has no badge number in the ITSM tool, or the requester is not synced. Check the requester. Read Requesters (callers).
  • A phone caller cannot pass the PIN check. Their phone number is not linked to a requester. Check the phone number of the requester in your ITSM tool, then sync the requesters again.
  • A caller is locked out. Wait until the lockout ends, or unlock the caller on the requester page.
  • Callers in the web widget are asked for a badge number although PIN is on. This is expected. PIN and security questions work only on phone calls from a linked number.
  • The agent cannot read the authentication settings. It then refuses actions that need the caller's identity. Check that the page loads, then try a new call.

Still stuck? Submit a request or .