It seems we have an issue with authentication when a customer has a zero as the first digit in their SSN. is there some setting that we can change to evaluate a SSN even if it has a zero as the first number? Do we have any logic in IVR ?
Genesys Cloud exclusively uses OAuth for authentication, which never involves a SSN, so I assume you're referring to something else. I would recommend working with the authentication provider that you've integrated into your IVR to see why they are having an issue with authenticating when the SSN starts with a zero.
Thank you for the instant reply. we are using the data actions and i tested using the customers phone number which has the SSN with 0 and it do not populate info customers info. I opened case with genesys and they are not being helpful.
Right, that data action is invoking some 3rd party service. You'll need to work with whomever maintains or supports that 3rd party service to investigate why it's not able to process requests for SSNs with a leading zero. Neither Care nor this forum can troubleshoot 3rd party services on your behalf.
thank you tim. ill look into that.
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