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 prompting 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 and other runtime requirements are described at:

    https://Hitachi-ID.com/technology/server-hardware.html

  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:

      http://www.dialogic.com/en/products/media/jct/d42jct-u.aspx

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

      http://www.dialogic.com/en/products/media/jct/d120jct.aspx

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

      http://www.dialogic.com/en/products/media-server-software/hmp-software.aspx

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

    http://www.dialogic.com/en/products/services.aspx

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.


Watch a Movie

User unlocks Windows password with self-service telephone call


Content:

  • 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.