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Telephone password reset architecture

IVR Options

Users who forget their passwords can dial an IVR system with any telephone and initiate a password reset. Authentication is typically either with touch-tone input of answers to security questions, whose answers are numeric, or by asking the user to speak the answer to a security question and performing a biometric voiceprint match.

The call flow in an existing IVR system can be extended to handle this type of self-service, integrating with Hitachi ID Password Manager via its API to effect password or PIN resets. Alternately, relevant calls can be rerouted to Hitachi ID Telephone Password Manager, which can handle the entire call flow itself.

IVR Network Architecture

This is implemented on the network with the following components:


    Telephone access (IVR) architecture diagram

Telephone Password Manager Installation Prerequisites

End user licenses of Password Manager 7.0 and later include the Telephone Password Manager module at no additional charge. Telephone Password Manager is a software solution which allows users to reset passwords and token PINs using a telephone.

To implement Telephone Password Manager, Hitachi ID Systems customers must provide:

  1. A Windows server where Telephone Password Manager will be installed. This can be the same server as the main Password Manager software or a similarly sized stand-alone server.

    Hardware configuration for this server is described at:

  2. A Dialogic telephony board and/or software module suitable for the organization's PBX solution and sizing needs. This may be one of the following:

    1. Dialogic hardware for digital telephone systems, as described at:

    2. Dialogic hardware for analog telephone systems, as described at:

    3. Dialogic software for Voice over IP (VoIP) phone systems, as described at

  3. At least a one-year support contract from Dialogic or its reseller(s) for the solution selected above, as described at:

Note that it is Hitachi ID Systems' recommendation that customers select the VoIP HMP option if possible, as it is less expensive, easier to maintain and does not require any hardware.

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User unlocks Windows password via telephone

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  • User locks out Windows login password.
  • User accesses self-service password reset via telephone.
  • User enters his network login ID using touch-tone input.
  • User gives numeric answers to security questions.
  • User selects one of several random password.
  • User signs into Windows with the new password.

Key concepts:

  • Access to self-service password reset despite being locked out of Windows.
  • User interaction via telephone, no client footprint.

Read More:

  • Transparent Password Synchronization:
    How Password Manager intercepts native password changes on key systems and forwards new passwords to other applications.
  • Web Browser Password Management:
    How users are reminded to change passwords by e-mail or web pop-up and how they change multiple passwords to a single new value through the Password Manager web portal.
  • Login Prompt Access to Password Reset:
    How Password Manager enables users who locked themselves out of their PC login or boot prompt to resolve their problem without calling the help desk.
  • Telephone Password Reset:
    Enabling users to reset passwords and PINs and to recover full disk encryption keys over a telephone using Password Manager.
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