Identity verification on real-time interactions

Complete this workflow to configure the system to perform identity verification on real-time interactions.

Before you begin

Ensure that the Voice Biometrics license is activated. Go to System Management, and under License Management , select System Licensing. For more information about license activation, see the System Administration Guide.
Create voiceprint models using one, or both, of these methods:
- Manual enrollment
- Automatic enrollment
If you want to analyze selected real-time interactions (rather than all real-time interactions), create a Recording rule that selects the interactions. See the Recorder Configuration and Administration Guide for details on creating Recording rules.

Workflow

Configuring Identification Rules for IAFD

Create a Customer Identification Rule if you want to verify the identity of customers. Create an Employee Identification Rule if you want to verify the identity of employees. Refer to the workflow diagram and related topics for details.
Workflow: Configure a Recorder Analytics Rule

Configure a Recorder Analytics Rule to perform identity verification on real-time interactions. A single Recorder Analytics Rule should perform identity verification on either customers or employees, but not both. Refer to the workflow diagram and related topics for details.

Avoid creating a single rule that performs verification for both customers and employees. Use one rule to verify customers and one rule to verify employees. In most instances, you need the rules to take entirely different actions when verification occurs. For example, notify the employee when customer verification succeeds and notify a supervisor when an employee verification fails.