Symptom / Need

You need to make critical requests related to the security, credentials, or status of your services on the platform, and you need to know under what conditions identity validation is mandatory, why a confirmation code is requested and sent to the registered phone number, and how to ensure the correct processing of your request.

Context / Scenarios

This identity verification procedure is mandatory for all requests received through our voice and chat support channels. Its main objective is to ensure information security by mitigating the risks of fraud, identity theft, or operational failures.

Identity validation is strictly necessary for the following security and administration requirements:

• Change of credentials (NIT or ID card) of Wolkvox Manager , Wolkvox Agent or Minute Bundles .
• Request for access passwords for Wolkvox Manager, Wolkvox Agent or Minute Bundles .
• Registering IP address in Wolkvox Manager .
• Modification of the telephone number registered to receive validation codes.
• Activation or deactivation of services .
• Top-ups for minute bundles.
• Changes in trunk lines.

Answer / Solution

Therefore, to resolve these types of requests securely and authorize the process, the analyst will perform the following steps during the communication:

1. Identifying the sending channel: Consult the Wolkvox monitoring system to identify the phone number your company has previously configured and authorized on its server for this purpose. This number corresponds to the one registered in the Wolkvox database and may not match the phone number of the person currently in contact.
2. Sending the verification code (SMS): The analyst will initiate the validation interaction through the internal security chatbot, which will trigger the automatic sending of a text message (SMS) with a one-time verification code to the configured phone number.
3. Code confirmation: Validate the code on the registered phone and inform the service desk analyst, so that they can enter it into the validation chatbot.
4. Request approval: If the code is correct, the system will show the service desk analyst the corresponding authorization so they can proceed to execute or apply the requested change. If the system indicates that the code is incorrect, the analyst will request it again to retry the process .
   Note: If, after validation attempts, the incorrect code error persists or you do not have access to the configured phone, for security reasons, the request cannot be processed and you must coordinate with your administrator so that:
   Send a formal email with the requested requirement from your authorized account , or support us directly in the telephone validation process by providing the correct code.