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Locking and Unlocking User Accounts

The Security tab in the Configuration Manager allows you to define lockout policy. As an administrator, you can set rules for maximum invalid login attempts before the system locks you out. These rules enforced on users protect their accounts from being hacked. An administrator can also unlock a user account to give immediate access to the locked out user. This prevents the user from being idle during an accidental lockout.

Locking a User Account

Locking out an agent or supervisor account is a mechanism to ensure user account security. When you set password lockout policies, you can specify:

Specifying the number of invalid logins and lockout duration locks an account for the specified duration when the number of invalid login attempts is reached. For example, you can set lockout policy to lockout an account with three invalid login attempts for a period of 30 minutes.

To define agent Lockout settings:

  1. Login to Configuration Manager.
  2. Click Security tab.
  3. Configure the desired settings.

    The following are the options provided by the policies. The options in bold font are the default for the corresponding policies.

    Table 9: Security Tab - Password Policies

    Password Policy - Lockout Description Policy Options

    Maximum Invalid Login Attempts

     

    Defines the number of invalid login attempts to lockout an administrator/agent/supervisor account.

    Note: Selecting 'No Limit' keeps a user from locking out with any number of invalid login attempts.

    • 3 attempts
    • 5 attempts
    • 10 attempts

    Lockout interval after max invalid login attempts

    Specifies the duration for which an account is locked out after invalid login attempts. After the specified time, the agent is allowed to login.

    Note: Selecting Forever (must be reset by admin) requires the administrator to unlock an account and/or reset the password.

    • 2.5 minutes
    • 5 minutes
    • 10 minutes
    • 15 minutes
    • 30 Minutes
    • 60 Minutes
    • Forever (must be reset by admin)

    Send Lockout alert to administrator

     

    Enables sending an email alert of an account lockout to the administrator.

    • Yes
    • No

Lockout behavior disables the login and password fields and prevents user's further attempts to login. After the lockout duration, the login screen allows the user to login again with the right credentials, or to reset the password. The reset password is communicated to the email address specified in the account.

Unlocking a User Account

During a lockout, a user is prevented from logging into the account for a specified period of time. An administrator can unlock a user account to give immediate access to the locked out user. This prevents the user from being idle during an accidental lockout.

Note: To unlock the Primary Administrator role, you must contact Virtual Contact Center support staff.

To unlock an agent/supervisor account:

  1. Navigate to the Agents tab in Configuration Manager.
  2. Locate the agent account that requires unlocking.

  3. Click Unlock.

To unlock an administrator role:

  1. Navigate to the Security > Administrators tab in Configuration Manager.
  2. Locate the administrator account that requires unlocking.

  3. Click Unlock.

See Also

 


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