This enhancement improves security as it adds a secondary authentication method for requestors calling via IVR. In addition to entering their PIN, requestors will be prompted to enter a unique numeric value- the ‘key’. Within the platform, calls associated with this requestor will display the associated ‘value’. For example, this could be the requestor’s name, department, employee ID number etc.
The Key Value Pair is added as a field on the pre-call form, and the LSC administrator is required to set all of the acceptable pairs. To set this up:
First, create the Key Value Pair field in the Custom Fields and Forms section (Configuration -> Company -> Customize). Select Key Value Pair as the field type and give the field a name/label. Optionally, create a description for this field and an error message to be spoken or displayed if an incorrect key is entered. Click +Add New Option and enter the acceptable key value pairs.
In the example above, the requestors will be prompted to enter their Badge Number when placing a call. The system will associate that badge number (key) with the appropriate agent (value), and the system will display the value within the logs and invoices.
If the key entered does not match any preset values, the call will not be placed. The Admin has the option to customize the error message that is displayed/spoken when an incorrect key is entered.
Similar to the other pre-call fields, admins can choose whether to include the key value pair data on invoices. Unlike other fields, however, the key value pair is required by default and will always be included in IVR.