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Two-Factor Authentication (2FA) is a security process in which two different authentication factors must be provided to verify your identity. It helps protect your CloudCX account from unauthorized access by adding a second-level security layer to your primary-level authentication. The 2FA process is not necessary for all sites. However, CloudCX suggests that it should be set up to enhance your account security further. With more robust security like 2FA, you can secure your customer's valuable data from unauthorized access and other cybercrime. |
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Set up 2FA
CloudCX provides two methods: Email authentication and Authenticator app authentication, You can set the authentication methods you want.
Email authentication
To set up email authentication via CloudCX Control Panel, follow these steps:
（1）Log in to the CloudCX Control Panel.
（2）Go to Profile> User Setting > Two-Factor Authentication(2FA).
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（3）If you want to set up email authentication, click Set up.
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（4）Enter the six-digit numeric code you received in your email on the Enter the Authentication Code pop-up.
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The email authentication is successfully enabled with your CloudCX account.
（5）Now your account has been enabled with 2FA successfully. If you lose your device, you'll need these backup codes to log into your account. Without your device or a backup code, you'll have to contact the administrator to recover your account. We recommend you download them to keep them in a safe place.
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(6)If all 10 Backup codes have been used, you can click "Gennerate new codes" to generate new ones.
Authenticator app authentication
（1）If you want to set up authenticator app authentication, click Set up.
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（2）Install a third-party 2FA authenticator app on a mobile device and scan the QR code, which is provided on the Link the app to your account pop-up.
Note: You can also enter the secret code shared on the Link the app to your account pop-up into your 2FA authenticator app in case you find an issue connecting using a QR Code.
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（3）Click Next.
The 2FA authenticator app generates the six-digit numeric code, Provide the six-digit numeric code on the Enter the Authentication Code pop-up.
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The authenticator app authentication is successfully enabled with your CloudCX account.
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（7）Click View Backup Codes to view&download your backup codes.
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Note: In case you want to disable the email authentication or authenticator app authentication, click Turn off.
How to set the frequency of 2FA for your login
（1）From the left navigation menu, go to your Global Settings > Security > 2FA Authentication.
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（2）Set the Frequency of Two-Factor Authentication for your Login
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（4）Click Save.
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2FA Policy
Prerequisites
A valid system admin account.
2FA policy is only available to users with enabled 2FA, you can find more details from https://cloudfon.atlassian.net/wiki/spaces/CX/pages/282755145/10.4+Security+Setting#Two-Factor-Authentication-(2FA).
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Global Settings > Security > 2FA Policy.
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In the 2FA Policy, you can do one of the following:
Select Every login and click Save. All users with 2FA enabled will be required to perform 2FA authentication each time they log in to the system, and can not choose to skip 2FA for the next time.
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Select Allow agents to skip Two-Factor Authentication for 14/30/60/90 days, and click Save. All users with 2FA enabled will be required to perform 2FA authentication each time they log in to the system, users can select Don’t ask again for 14/30/60/90 days when log in to the system.
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When set 14/30/60/90 days to skip, if the user clears the browser cookie or uses a different browser, it is no longer a trusted device or browser for logging in to the Control Panel.
Login Using Two-Factor Authentication (2FA)
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Control Panel
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The Input Authentication Code page appears.
Enter the six-digit passcode received in your email or generated from your 2FA authenticator app and click Verify.
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Backup Code for Login
The backup code is used for your agents if they cannot access the eamil or device for any reason. Your site administrator having the required permissions can generate the backup code for agents.
To generate a backup code for your agent, please follow these steps:
From the left navigation menu, go to Global Settings > People > Agents.
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Click the Get Backup Code icon against the agent's name from the list.
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The Get Backup Code pop-up appears.
Click Generate a Code.
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Copy the code and share it with your agent.
Note: Each backup code can be used only once. The code expires after 30 minutes and will no longer work if it was already used or a new backup code is generated.
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Your agent uses the backup code in the Input Authentication Code page after their email with password is verified successfully on the User Sign In page.
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2FA Warning Messages
Login Attempt Failed
CloudCX gives you five login attempts to input the authentication code you receive from the Email or Authenticator app. However, if you fail to log in on the third and fourth attempt, the Input Authentication Code page displays a warning message: Please try again in five minutes.
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