Configuring a phone PIN

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

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 All > ServiceNow Voice - Core > User 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.

Set or reset the phone PIN

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 All > ServiceNow Voice - Core > My Phone PIN.
2. On the Request Phone PIN form, enter the PIN and re-enter it.
3. Click Submit.