Two-factor authentication

Who should read this article: Agents

Two-factor authentication (2FA) helps to keep your account secure.

Introduction

All Voiso user accounts are protected by two-factor authentication (2FA), also known as multi-factor authentication.

Before using Voiso for the first time, you must complete the two-factor authentication setup. Once set up, you'll be required to enter a 6-digit code generated by Google Authenticator each time you sign in. This includes signing in from the Agent Panel, CRMs like Salesforce, and the Voiso Mobile app.

To complete setup, download and install the Google Authenticator app on an Android or iOS device that you have with you at all times. You’ll use this app to generate a sign-in code every time you access your account.

Setting up 2FA for your account

Watch the video below for a step-by-step demonstration of the 2FA setup process in Voiso. Then follow the instructions in the procedure to complete the setup on your account.

1. Get your contact center URL or sign-in link from your administrator, supervisor, or team lead.

2. On the Sign in page, enter the email address and password provided by your contact center.

3. Click Sign in to begin the setup process.

4. On the welcome screen, click Set it up now to display the Two-factor authentication page.

5. Click Get started to open the Install Google Authenticator app page.

6. On your Android or iOS mobile device, download and install the Google Authenticator app.

7. Launch the app on your mobile device.

8. Follow the on-screen instructions to sign in to a Google account or continue without one.

9. Back in Voiso, click Next on the Install Google Authenticator app page.

10. Use your mobile device to scan the QR code displayed on the Scan the QR code page, then click Next. If you're unable to scan the QR code, manually enter the setup key provided below it.

    Note

    If you see a message like Looks like there aren't any Google Authenticator codes yet, click Add a code.
    If you already have codes for other services, tap the + icon to add a new one.
    If prompted with Set up your first account, scan the QR code or enter the setup key manually.

11. The Google Authenticator app displays a 6-digit code.

12. On the Voiso Verify configuration page, enter the code and click Confirm.

13. A confirmation message appears indicating that the setup was successful. Click Go to Sign in to proceed.

14. On the Sign in page, enter your email and password again, then click Sign in.

15. On the Two-factor authentication page, enter a new 6-digit code from the Google Authenticator app and click Confirm.

Authenticator app and time syncing

Authenticator app 2FA codes rely on the time settings of your mobile device or computer. If you experience issues using the Authenticator app for 2FA, it might be the result of your device's time setting being out of synchronization. This can occur when you manually set the time on your device or if your device has not been connected to the internet for a long time.

To ensure that your device uses the correct time for your location, switch the time settings from Manual to Automatic. This is done in the Settings app where you specify the date and time. If the setting is already on Automatic, turn the setting off and back on to resynchronize the device time.

Using the Authenticator browser extension

If you do not have access to a mobile device, the Authenticator extension from the Chrome Web Store can be used to generate Google 2FA codes. Follow these steps:

1. In the Chrome Web Store, search for Authenticator and add it to Chrome as an extension.
   
2. Sign in to Voiso and click the Set it up now link to start the Voiso Two-factor authentication process.
3. Skip the Install Google Authenticator app step.
4. When the QR code is displayed, click the Authenticator extension icon in the toolbar.
5. In the Authenticator panel, click the Scan QR Code icon, then drag a selection around the QR code. Click Next to verify the configuration.
   
6. Click the Authenticator icon to obtain a 6-digit code.
7. Click the code to automatically copy it, then paste the code into the Verify configuration panel. Click Confirm.
8. When the Setup successful panel displays, click Go to Sign in to sign back in to Voiso.
9. Sign in with a Voiso username and password, then repeat the process of obtaining a code from the Authenticator extension to complete the two-factor authentication sign in process.
   

2FA recovery for lost devices

If you lose your mobile device or work computer, inform your supervisor or administrator immediately. You will have to set up 2FA for your account again.