---
sourceDocument: Yokohama ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Configuring a phone PIN

# Configuring a phone PIN {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

You can set up or reset a phone PIN that can be used for caller authentication during a
call with an agent.

If the Require authentication field is set to
true for an operation handler, the corresponding operation is invoked
only after the caller enters the PIN.  
Important:  
It is applicable for both ServiceNow Voice for ITSM and ServiceNow Voice for CSM applications.

## Reset the phone PIN for a caller {#ariaid-title2}

Reset the phone PIN for a caller if the caller's account is locked.

### Before you begin

Role required: sn_cti_core.user_manager

### About this task

### Procedure

1. Navigate to AllServiceNow Voice - CoreUser Pin Reset.
2. For the required CTI user, Click the preview icon and open the record to reset the PIN.
   1. In the PIN field, enter the new PIN.
   2. Clear the Disabled check box.
   3. Click Update.
   {#reset-phone-pin__substeps_n32_bf2_1nb}
{#reset-phone-pin__steps_acc_fd2_1nb}

## Set or reset the phone PIN {#ariaid-title3}

Set up or reset your phone PIN that can be used for caller authentication when you
call an agent.

### Before you begin

Role required: none

### Procedure

1. Navigate to AllServiceNow Voice - CoreMy Phone PIN.
2. On the Request Phone PIN form, enter the PIN and re-enter it.
3. Click Submit.
{#set-reset-phone-pin__steps_acc_fd2_1nb}

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