Password Management Infosheet (U11)

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Introduction

This document provides an overview of the LiveVox password management functionality. It also includes general guidelines for the client level SFTP credentials.  

Password Management features

General Guidelines

Below are the general guidelines for LiveVox portal and agent portal access:

• Username and password are case sensitive.
• Restrictions on the password are as below.
  • Password strength is selectable at three levels:
    • Medium:  User and agent passwords must be a minimum of eight characters in length containing at least one digit and one letter.  The password should not match the previous four passwords for that user or agent credential.
    • Strong: User and agent passwords must be a minimum of eight characters in length containing at least one digit, one letter, and one special character. The password should not match the previous four passwords for that user or agent credential.

    • Very Strong: User and agent passwords must be a minimum of twelve characters in length containing at least one digit, one letter, and one special character. The password should not match the previous four passwords for that user or agent credential.

      Special characters supported are the ASCII printable characters and they are:  (space) ! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ \ ] ^ _ ` { | } ~

  • Permitted voice portal users can set the account password temporarily and force the users or agents to change the password on the first login or when the password is updated. If permitted voice portal users change the password for their own user account, they are not prompted to change the password. This feature is configurable at the client level and applied to both users and agents.

  • User and agent passwords expire after a specified period. The timeframe is configurable at the client level, is set to 90 days by default, and applied to both users and agents.

  • The system locks out users and agents after a number of failed login attempts. The allowed number of failed logins is configurable at the client level for users and agents. By default, both users and agents are allowed 5 failed logins. This is configurable at the client level.

  • Passwords are encrypted for all users, meaning that passwords are not stored in clear text anywhere in the system including the database. LiveVox uses AES-256 encryption.

• SFTP site access - Users can upload campaign files or retrieve generated reports from their LiveVox SFTP site. LiveVox uses the SFTP protocol by default. If you require FTP instead, please contact Client Services -  client-services@livevox.com.
  • If utilizing the voice portal's integrated FTP Browser, a user's voice portal credentials are used (password requirements described above).
  • If utilizing a 3rd party SFTP browser application, specific SFTP credentials provided by LiveVox are used. These credentials adhere to the following standards:
    • SFTP usernames and passwords are case sensitive.
    • SFTP passwords must be a minimum of eight characters in length and contain at least 1 digit.
    • SFTP passwords do not expire.
    • SFTP encrypts commands and data both, preventing passwords and sensitive information from being transmitted in the clear over a network.

Security Settings

Users in the Sysadmin role can manage LiveVox Voice portal users and agents password security settings through the Security tab of the Client editor.
Client editor - Security Tab

Sysadmins have the option to configure the following options for LiveVox Voice portal users and agents:

• Password  Expire  Days - Allows to set number of days for the password expiration. Applies to both users and agents.

  When implementing a password expire period for the first time or reducing the number of days in the current period, it is recommended that all agents be logged out to prevent any call interruption due to password expiration. In addition, if your portal uses any LiveVox Custom Applications (Scripter, for example) or you are unsure if you have integrated these types of applications, please reach out to your Account Management team before adding, removing or making any changes to the password expire period as this may interrupt any active LiveVox Custom Applications.

• Max Failed Login Attempts - Allows to set number of password attempts after which the user or agent gets locked out. The value of Max Failed Login Attempts LVP and Max  Failed  Login Attempts Agent must be between 1 and 9. Zero, null, and characters are invalid.
• Browser Session Security - If selected, users have to log back in any time the browser is closed.

• Password Strength - Slide the arrow on the bar to select one of the following levels:

  • Medium - Password must be a minimum of eight characters in length containing at least one digit and one letter. The password should not match the previous four passwords.

  • Strong - Password must be a minimum of eight characters in length containing at least one digit, one letter, and one special character. The password should not match the previous four passwords.

  • Very Strong - Password must be a minimum of 12 characters in length containing at least one digit, one letter, and one special character. The password should not match the previous four passwords.

• Admin Set Passwords Are Temporary - If selected, the system forces the users or agents to change the password on the first login or when the password is updated. Once they login with the temporary password, they are asked to change the password.

Setting up Agents and Users

• Adding a new agent - If the password does not contain the required or greater number of characters, does not contain a mixture of characters and numbers, or matches one of the previous four passwords, the user configuring the agent gets the following errors, after clicking the Save button.
  • If the password has less than the required number of characters, the user configuring the agent gets the following error:
    Failure to save agent
    
    
  • If the password has no digits but characters only, the user configuring the agent gets the following error:
    Failure to save agent
    
    
  • If the password has no characters but digits only, the user configuring the agent gets the following error: 
    Failure to save agent
    
    
  • If the new password matches with one of the previous four passwords, the user configuring the agent gets the following error:
    Failure to save agent
    
• Adding a new user - Similar to agent password errors, if the user password does not contain the required or greater number of characters, does not contain a mixture of characters and numbers, or matches one of the previous four passwords, the user configuring the agent gets the error, after clicking the Save button.
  The below screen shows the example of the saving error as a password is not having the required number of characters. The user configuring the agent gets the following error:
  Failure to save new User
  
  

Logging In

Agent Login

Agents can log in through the agent link provided by LiveVox. Enter Login ID and Password. Click the Next button to log in.
Agent Login

User login

Users can log in through the user link provided by LiveVox. Enter Client Code, User Name, and Password. Click the Login button to log in.
User  Login

For more information on failed login, see Failed Logins section.

Resetting Expired Password

When the password expires, agents and users get an error on their screen as they try to log in. A new password cannot be the same as the last four passwords.

Agent

The below screen shows the expired agent password error along with the Change Password pop-up.
Agent sign in for expired password

Steps to reset the agent password:

1. Enter the current password.
2. Specify the new password.
3. Re-type the new password.
4. Click the Submit button to reset your password. 

User

The below screen shows the expired user password message and options to set the new password. 

User password expired

Steps to reset the user password:

1. Enter the current password in the Old Password field.
2. Specify the new password in the New Password field.
3. Re-type the new password in the Retype Password field.
4. Click the CHANGE button to reset your password.

Failed Logins

Agent

The below Agent Sign In screen displays the error message when an invalid password is entered by an agent.
Agent login failed

If an agent attempts to log in with the wrong password more times than the site’s configured limit, the agent is locked out and presented with the below screen:
Agent account locked

User

The below user login screen displays the message when an invalid password is entered by the user.
Unsuccessful User login

If a user attempts to log in with the wrong password more times than the site’s configured limit, the user will be locked out and presented with the below screen:
User account locked

Unlocking User or Agent Account

To unlock the user or agent, permitted user can double click on the lock icon and confirm the action from User or Agents editor.
Example of unlocking the locked agent

Changing the Password

If users or agents want to change the password, they can change it once they log in.

Agent

Agents can change the password from the Agent Desktop.
To change the password:

1. Select the Change Password option from the top-right drop-down menu in the Agent Desktop.
   
   
2. Agents are presented with the Change Password pop-up.
   
3. Enter the current password.
4. Specify the new password.
5. Re-type the new password.
6. Click the Submit button. The new password becomes effective immediately.

User

Users can change the password from the LiveVox Voice Portal.
To change the password:

1. Select the Edit User option from the profile picture drop-down menu at the top-right corner of the LiveVox Voice portal.
   
   
2. Clicking on the Edit User option brings up the User details screen.
   
   
3. Click the Change Password link within the User details screen. You are presented with the Change Password pop-up.
4. Specify the new password and confirm it in the Change Password screen.
5. Click the OK button.
6. Click the Save button from the User details screen to complete your password update. The new password becomes effective immediately.

Dual Factor Authentication

Dual Factor Authentication (DFA) is a type of Multi-Factor Authentication, where essentially the second level of authentication by the user is required for a successful login, and this second password is an OTP (One Time Password).

An Admin can enroll a user for dual factor authentication. To enroll the user for DFA, navigate to Configure >System > Double click the user > General Tab. Click the Enroll button. You are presented with the following message.
DFA Enrollment for User

Once the enrollment option is enabled by Administrator, the user’s enrollment is in pending activation status which is displayed in the OTP column of the User editor.
User Account Pending Activation

The user is required to complete this activation process upon login. 
User login with Dual Factor Authentication

User login (User’s enrolled for DFA)

The below screen displays when the user is enrolled for DFA and submits the login credentials:
QR Code for OTP Activation

• Desktop Users
  Users are required to add the QR code in WinAuth to generate the OTP. Enter the OTP obtained through WinAuth application to continue the login process. For details on the usage of WinAuth see Setting up WinAuth Application for Dual Factor Authentication section.
  OTP verification through WinAuth
  
  
• Mobile Users
  Users are required to scan the QR code to continue the login process. Then the user receives OTP via a mobile application (Google Authenticator, OKTA, etc.). Enter the OTP obtained through the mobile application to log in. 
  One Time Password verification
  
  

OTP Enrolment Status

The User editor's User Grid displays a column to indicate the OTP (One Time Password) Enrolment Status. Hover the mouse over the icon displayed in the OTP column to get the description of the OTP Enrolment Status.
User editor -enrolment status

Changing Passwords for DFA 

The users enrolled for Dual Factor Authentication require a valid OTP token to change the password. The login process continues upon successful validation. The OTP token validation failure is counted against the maximum OTP failure count.

Resetting Locked Accounts

The User editor displays a lock icon for a user locked due to exceeding the maximum attempts of password or OTP. To unlock the user, permitted user can double click on the lock icon and confirm the action.

Setting up WinAuth Application for Dual Factor Authentication

WinAuth application can be used by Desktop users to generate OTP for second-level verification. Follow the below steps for initial set up of the WinAuth Authenticator. 

1. Download the WinAuth app by clicking https://winauth.github.io/winauth/.
2. Once downloaded, double click the WinAuth application to set up a new Authenticator:
   WinAuth Application
   
   
3. Click the Add button to set up an Authenticator.
   Adding a new Authenticator
   
   
4. You are presented with the Add Authenticator screen as below.
   Configuring Authenticator details
   
   The Add Authenticator window allows you to configure the following fields:
   1. Enter the name of the Authenticator in the Name field.
   2. Copy the QR code displayed on OTP Activation screen of LiveVox Portal into WinAuth application.
   3. Set the authenticator type as time-based.
   4. Click the Verify Authenticator button to preview the first generated code.
   5. Click the Ok button in the Add Authenticator screen.
   6. You are presented with the below Protection screen to lock the WinAuth application, if you wish to lock the application. Set the required Password and click Ok button and use the WinAuth to verify OTP.
      Protection config
      
      
5. Close the OTP Activation window of LiveVox portal. You are prompted to enter OTP as shown in OTP verification through WinAuth screen, where you can enter the code presented on the WinAuth application.