Two-factor authentication

Who should read this article: Agents

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

Introduction

Your administrator might enable two-factor authentication for your account to help keep it secure. Two-factor authentication is also called 2FA or multi-factor authentication.

When your administrator enables 2FA for your account, the following notice is displayed at the top of the Voiso page when you sign in:

Your admin has enabled two-factor authentication for your account. Set it up now.

The notification cannot be dismissed. It displays until you complete the 2FA setup procedure. Click Set it up now to begin the process.

During the procedure you have to download and install the Google Authenticator app on an Android or iOS device that you have access to at all times. The Google Authenticator app must be used each time that you sign in once 2FA is setup for your account.

Setting up 2FA for your account

Follow these steps to set up 2FA:

1. On the Two-factor authentication page, click Get Started.
   
2. Download the Google Authenticator app to your Android or iOS mobile device.
3. Launch the app on the mobile device.
4. Follow the on-screen instructions to login to a Google account or continue without an account.
5. On the Looks like there aren't any Google Authenticator codes yet page, click Add a code. If you already have a code for another service, you can click the '+' to add a new code.
6. On the Voiso Install Google Authenticator app click Next after the Google Authenticator app is installed and is ready for a code from Voiso.
   
7. The Voiso Scan the QR code page displays a QR code and a text version of the code.
   
8. On the Google Authenticator Set up your first account page, scan the QR code or enter the code number.
9. On the Voiso Scan the QR code page, click Next.
10. The Google Authenticator displays a 6-digit code.
11. On the Voiso Verify configuration page, enter the code from the Google Authenticator app and click Confirm.
    
12. A notice dislays confirming that the setup is successful. The user must now login to their Voiso contact center account to complete the process. On the Setup successful page, click Go to Sign in.
13. On the Sign in page, enter username and password, then click Sign in.
14. On the Two-factor authentication page, enter a new 6-digit code from the Google Authenticator app. 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.