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Multi-Factor Authentication (MFA)

Enhance your security by enabling additional identity verification using an Authenticator app such as Google or Microsoft Authenticator.

Rather than just requiring an email and password to authenticate with Callroute, MFA requires an additional layer of verification such as a one-time password, generated by a different device in your possession. This significantly reduces the likelihood of a cyber attack in which a malicious user can take control of your account using stolen credentials, increasing confidence in the information security of your organisation.

We recommend Microsoft Authenticator for fast, easy and secure integration with our MFA solution.

One-time passwords (OTP)

OTPs are 4-8 digit codes that you often receive via email, SMS or a mobile app. Callroute supports the app based authentication method, whereby OTPs are generated periodically and typically last for around 30 seconds before a new one is issued.

Callroute supports Authenticator apps such as Google or Microsoft Authenticator. When you login to Callroute with MFA enabled, you’ll be asked to enter the one-time password generated by your authenticator app.

Note: MFA apps use the host device (e.g. your smart phone) as a key, if you change devices then you’ll need to go through the process of resetting the MFA integration.

How to enable MFA for your account

In the Callroute app, navigate to “My profile”, then click the “Security” tab.

Click the arrow to begin setting up Multi-Factor Authentication.

Using your mobile Authenticator app (such as Google or Microsoft Authenticator), scan the QR code to add Callroute as an account. If you’re having trouble scanning the QR code, you can manually enter the code displayed next to the QR code into the app.

Verify the code that appears under “Callroute” in your authenticator app by entering it into field with labelled “Verification code” on Callroute, then click “Verify”.

Note: Make sure you save your recovery code somewhere safe and secure. This enables you to login in the event that you don’t have access to the device in which your authenticator app is installed.

You have successfully enabled MFA for your account.

That’s it! Now, every time you log in to Callroute you’ll be asked to verify your identity with your registered device.

How to use your recovery code

If you are unable to use your MFA registered device to generate a code, you can use your recovery code in order to re-gain access to your Callroute account:

On the Callroute app login page, enter your correct email address and password.

Please note that you will still need to know your username and password; if you have forgotten those credentials you will need to follow the ‘forgot password’ flow first, before then using your recovery code to recover your account at the MFA stage.

On the Two Factor Authentication page, instead of entering a code from your registered device, copy and paste the entire recovery code into the code field.

Upon successful recovery of your account, a brand new recovery code will be generated. Your old recovery code is no longer valid – please ensure you download or copy the new one for use in any future recovery events.

How to disable MFA for your account

Note: we recommend that you leave MFA enabled, for the most secure experience.

In the Callroute app, navigate to “My profile”, then click the “Security” tab.

Click the blue switch to disable Multi-Factor Authentication configuration.

Click ‘Disable’ to accept the risk of disabling MFA.

MFA is now disabled.

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