To use phone-based authentication on the Self-Service and Helpdesk sites, add the Authenticate via Phone activity in self-service and helpdesk workflows. When configuring this activity, you can specify Active Directory attributes from which phone numbers can be retrieved, and available authentication methods: that is, SMS or automated voice call.

Phone numbers that belong to Private Branch Exchange (PBX) are also supported. PBX phones require either a live switchboard operator or an automated attendant to complete the call. By default, Password Manager supports automated attendant scenario. It can be configured for live operators by changing PhoneNumberExtensionType parameter in QPM.Service.Host.exe.config file. For automated attendants, set PhoneNumberExtensionType to 1 and for live operators, set PhoneNumberExtensionType to 2.

For PhoneNumberExtensionType set to 1 (DTMF digits are dialed), include commas in the PhoneNumberExtensionTemplate, where each comma represents one second pause in the dialing sequence. To increase the pause in the dialing sequence, add the required number of commas in PhoneNumberExtensionTemplate in the configuration file.

NOTE: The phone number extension must be configured with extension separator in the Active Directory. Phone number with extension must have "x" or "X" in it to separate the extension number from the phone number as given in the following examples: +91-98881234567 Extension 1234 +91-98881234567 Ext 1234 +91-98881234567 Extn 1234 +91-98861234567 x 1234 +91-98861234567 Ex 1234

For more information on configuring this activity, see Authenticate via phone.