Using CSV for Authentication Fields

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EWDevandProd

  • Posts: 4
  • Joined: Fri Sep 28, 2018 3:26 pm

Using CSV for Authentication Fields

PostFri Sep 28, 2018 3:59 pm

Hi,

I am planning on using Fuse+ with the following flow:

1. Use CSV import to pull in outbound queue to deployed application
2. In same CSV, include Authentication fields that will be used by application to authenticate users we are calling
3. Stagger the outbound calls so they don’t happen at the same time
4. Once connected with user, begin Authentication process using CSV data (user must match 3 / 4 fields to authenticate)
5. If successful authentication, provide a targeted message and optionally transfer to live agent.
6. At weeks end, export data regarding calls made and users 'engaged'

Is this flow possible within Fuse+?

I want to confirm the authentication piece and whether I can upload the Authentication data for each user with the outbound queue CSV.

Can we stagger the outbound queue calls?

Authenticate users one field at a time (ID passes, move to DOB, then Zip Code, then Name, etc..)

Provide option to transfer to live agent if user wants.
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support

  • Posts: 3627
  • Joined: Mon Jun 02, 2003 3:47 pm
  • Location: Boston, MA

Re: Using CSV for Authentication Fields

PostMon Oct 01, 2018 2:46 pm

Yes, this flow is possible within Fuse+. You may upload authentication data for each user within the outbound queue CSV. However, do not put any sensitive PCI or HIPPA related data in your CSV because the outbound metadata specificallyis not covered by our PCI environment. For example, you may not put DOBs, ZIP codes, or SSNs in your CSV. Once your application has started, you may collect sensitive data during your application, as your application does run inside our PCI environment. Only the outbound metadata is not covered by PCI.

If you must use those pieces of data to authenticate your users, you should use a webservice instead. Your flow would work like this instead:

1. Upload outbound CSV with a unique ID per user

2. During the call, pass that unique ID to your webservice, that will return the authentication data. You are responsible for ensuring your webservice is PCI/HIPPA compliant.

For
6. At weeks end, export data regarding calls made and users 'engaged'


this depends highly on the type of data you need exported. Generally, we recommend using a post-call webservice to return the relevant data to your webservice. That way you can generation whatever reports you need.

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