Authentication Failure

System Settings for Authentication: The system offers two settings to configure how a failed authentication is defined and how the caller will be informed of the failure.
Handling Authentication Failures: In the case of an authentication failure within Proactive Info and Screen Pop, the call is directed to the caller's initially intended destination.
Maximum authentication attempts : This setting specifies the maximum authentication attempts that will be allowed before assuming an authentication failure has occurred.

Play authentication failure specific messages

Authentication failures can occur due to different reasons. This option specifies if the system should notify the caller of the specific information that is incorrect during the authentication process. For example, if this option is set to T and the user enters a bad SSN, the system will tell the caller the SSN is incorrect. If this option is F, the system will play a generic failure message.

Option	Description	Explanation
1	Disconnect the call	The caller will be disconnected with no message.
2	Play authentication failure message and disconnect	A message will be played indicating the authentication failure has occurred, then the call will be disconnected
3	Transfer the call using the transfer point	A message will be played indicating the authentication failure has occurred and the caller will be transferred to an agent.