Configuring two-factor authentication settings for your account and users

If two-factor authentication (2FA) is enabled for your account, in the Security area of the Vonage Contact Center admin portal, you can turn 2FA on or off for your account, and enforce it for all users with a particular licence. You can also override 2FA settings for individual users — you can turn 2FA on or off, change 2FA status, reset the 2FA method they use to authenticate, or forget their trusted devices.

You can also turn 2FA settings on or off for individual users from their user record in User Admin. For information, see Configuring individual users, Configuring multiple users (using bulk actions).

User settings override license and account settings, unless 2FA is turned off for the account. If 2FA is turned off, it is off for all users in the account.

Users in multiple VCC accounts

If a user belongs to multiple VCC accounts and 2FA is enabled in any one of those accounts, it is automatically enabled for the user across all their accounts. This applies even if 2FA is turned of in a specific account.

In this page

Accessing Security

To access Security, perform the following steps:

Log in to the VCC Admin Portal. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
- If you are the supervisor or admin of multiple accounts, select the account that you want to configure two-factor authentication for, and click Select.
Vonage Contact Center appears.
From the Vonage Contact Center homepage, go to Security (within Administration). Two-factor authentication appears.
When you receive the verification code sent to the phone number in the dialog box, enter it and click Verify. Security appears.

Enabling two-factor authentication for your account and enforcing 2FA for all users with a particular license

To enable two-factor authentication for your account and enforce 2FA for all users with a particular license, perform the following steps:

Go to Security (within Administration). For information about accessing Security, see Accessing Security earlier in the page. Security appears.
In the top section of Security, to enable two-factor authentication for all users in your account, turn on Enable 2FA in the account.
In Enforce 2FA for these licenses, select the license or licenses of users you want to enforce two-factor authentication for. By default, no licenses are selected.
In Trust selected devices for, set the number of days or hours user's devices can be trusted for when they provide a correct verification code. Provide a value from 1 hour to 999 days. The default is 7 days.
To save your changes, click Save.

When you have saved your changes, when users with the selected license or licenses log in, they can configure their two-factor authentication settings. They will be prompted to select where they want a verification code sent when they log in subsequently — to either an email address or a phone number. For information, see Logging in to the Vonage Contact Center Admin Portal or Logging in to ContactPad.

Overriding settings for specific users

In Security, you can override 2FA settings for individual users. You can turn 2FA on or off, change 2FA status, reset the 2FA method they use to authenticate, or forget their trusted devices from the Security area.

To override 2FA settings for a user, perform the following steps:

Go to Security (within Administration). For information about accessing Security, see Accessing Security earlier in the page. Security appears.

The Manage user configuration section contains a list of the users you can manage.

Column	Description
2FA enabled	Indicates whether 2FA is enabled for the user. Can be Yes (enabled) or No.
2FA status	Determines whether 2FA is enabled for this user based on the Enable 2FA setting for the account. Status can be Default or Custom. If Default, 2FA enabled will be the same as the account setting. If Custom, you can update 2FA enabled as required.
2FA method	Indicates the method the user is using for 2FA. 2FA method can be Email, SMS, or WhatsApp.

Scroll or search the list to locate the user you want to override settings for.
When you have located the user you want to override settings for, make changes as required:
- To turn 2FA on or off, in the 2FA status column, make sure the 2FA status is Custom. In the 2FA enabled column, turn 2FA on or off.
- To reset the 2FA method they use to authenticate to Email, click the three-dots menu icon in the row. In the menu that appears, click Reset 2FA method.
  
  A message appears asking you to confirm that you want to reset the 2FA method. To continue, click Reset method.
- To forget the user's trusted devices, click the three-dots menu icon in the row. In the menu that appears, click Reset 2FA method.
  
  A message appears asking you to confirm that you want to forget the user's trusted devices. To continue, click Forget devices.