Developing the Function of Obtaining the Identity Authentication Result

Context

The agent workbench integrates the identity authentication function. When querying information or handling some businesses for a customer, an agent needs to authenticate the customer identity, and can perform subsequent operations only after the authentication is successful.

Figure 1 shows a typical business process of identity authentication.

After answering a customer's call, an agent initiates an identity authentication process to the customer on the voice and video workbench. The identity authentication process is determined by the configured IVR flow. A third-party identity authentication API needs to be configured in the IVR flow. The API authenticates the customer identity based on the parameters passed in call-associated data and the entered information, and returns the authentication result to the voice and video workbench. The voice and video workbench determines whether the agent has the permission to query information or handle some businesses for the customer based on the returned authentication result.

Figure 1 Business process

Figure 2 shows a typical IVR flow for identity authentication.

Figure 2 IVR flow

Prerequisites

1. The role has the identity authentication permission.

   The tenant administrator of a new tenant has this permission by default. The tenant administrator of an old tenant has this permission after the old tenant is upgraded using the upgrade script. A tenant administrator with this permission can assign this permission to other roles.

2. The role has the permission to configure identity authentication processes.

   The tenant administrator of a new tenant has this permission by default. The tenant administrator of an old tenant has this permission after the old tenant is upgraded using the upgrade script.

3. The role has the permission to query identity authentication records.

   The tenant administrator of a new tenant has this permission by default. The tenant administrator of an old tenant has this permission after the old tenant is upgraded using the upgrade script. A tenant administrator with this permission can view all identity authentication records of the tenant space by default. A tenant administrator with this permission can assign this permission to other roles.

4. An enabled identity authentication process is available.

Configuring an Identity Authentication Process

1. On the flow management page, configure the IVR flow to be used by an identity authentication process.
   Figure 3 IVR flow
   

2. Add an identity authentication process. Set Authentication Process to the IVR flow.
   Figure 4 Identity authentication process
   

3. Enable the identity authentication process.
   Figure 5 Enabled identity authentication process
   

4. Initiate identity authentication on the voice and video workbench.
   Figure 6 Voice and video workbench
   

5. Query identity authentication records.
   Figure 7 Identity authentication records
   

Secondary Development API

Body parameter content passed by the IVR flow to the third-party API:

{

"calldata":{ // Call-associated data

"verifyServiceNo":"88880011", // Handled number for identity authentication

"verifyWorkNo":"371" // Agent ID for identity authentication

}

}

Body parameter content returned by the third-party API:

calldata:{ // Call-associated data

"data":{

"verifyResult":0, // Identity authentication result. 0: not returned; 1: successful; 2: failed; 3: abnormal.

"verifyReturn1":"", // Identity authentication data 1

"verifyReturn2":"",//Identity authentication data 2

"verifyReturn3:"","" //Identity authentication data 3

}

}

Enterprise developers develop enterprise business system pages based on JS OpenAPIs and integrate the pages into the AICC agent workbench. On the pages, the following API can be invoked to obtain the authentication result:

AICCSupport.getVerifyResult(verifyTypeCode)

Format of the result object:

{

"verifyResult":0, // Identity authentication result. 0: not returned; 1: successful; 2: failed; 3: abnormal.

}

Obtaining the Authentication Result of an Identity Authentication Mode

AICCSupport.getVerifyResult(verifyTypeCode)

The verifyTypeCode parameter of the getVerifyResult method indicates the identity authentication mode for which the authentication result needs to be obtained.