Who should read this article: Administrators, Supervisors
This article contains a list of common questions with answers that link to articles where the information is documented.
For technical issues, see the Troubleshooting section.
Authentication
Q: Does Voiso support multi-factor authentication (MFA)?
A: Yes. Multi-factor authentication is enabled by default for all users. Voiso supports one-time passcodes via authenticator apps to enhance account security. See Multi-Factor Authentication for more information.
Q: Can users sign in using Google credentials?
A: Yes. Voiso supports Google authentication, but it must be configured by Voiso at the contact center level—not by the admin. The contact center must already use Google as its identity provider. Learn more in Authenticating with Google.
Q: What happens if a user enters the wrong password too many times?
A: Voiso automatically locks the account after multiple failed login attempts. Lockout thresholds and duration are managed under your system security settings. See Account Lockout for details.
Access Controls
Q: Can I restrict access to Voiso by IP address?
A: Yes. You can limit user access to specific IP ranges by configuring allowed hosts and subnets. These restrictions can be applied globally or per role. See Allowed Hosts and Subnets.
Q: Can I control what users are allowed to do?
A: Yes. Voiso includes role-based permissions through Security Access Groups. These let you assign specific capabilities to users based on their role. See Security Access Groups.
Privacy and Compliance
Q: How does Voiso help protect caller privacy?
A: Voiso supports number masking, which hides the real phone numbers of customers and agents during voice and messaging interactions. This helps preserve privacy and supports regulatory compliance. See Number Masking.
Q: Can I delete call recordings to meet data retention requirements?
A: Yes. Voiso allows admins to manually delete call recordings from the Call Detail Records view. This supports regulatory compliance with data protection laws such as GDPR or local telecom rules.
Deleted recordings are permanently removed and cannot be recovered. For details, see the Delete Recordings article.
Q: How does Voiso handle risky outbound Caller IDs?
A: Voiso automatically performs a Caller ID Risk Check before placing an outbound call. This helps flag high-risk numbers that could impact deliverability or compliance. See Outbound Caller ID Risk Check.
Q: What is call suppression and how does it work?
A: Call suppression prevents the system from calling the same number too many times within a certain period. This helps ensure regulatory compliance for outbound calling and protects against over-dialing. Learn more in Call Suppression.
Q: Can I see when users access sensitive data?
A: Yes. Voiso provides a Sensitive Data Access Report, which logs user access to sensitive information such as recordings, transcripts, and personal identifiers. See Sensitive Data Access Report.
Still have questions? Contact support or explore our other FAQ topics.