Skip to main content
Skip table of contents

Voice Biometrics Blocklists

Introduction

OCP® customers have the ability to manage and maintain lists of voices associated with Bad Actors. These voices can be categorized into blocklists based on varying levels of risk.

When a bio-enabled call is received, the system checks the call against all active blocklists within the respective OCP group. If a match is found, the system updates a specific field in the Flow Application for handling on the IVR side, or it sends a notification to the Agent for manual intervention on the Agent side.

OCP Voice Biometrics allow you to create blocklists based on voice inputs that are considered a fraud. This enables an additional layer in security.

To manage blocklists go to Voice BiometricsBlocklists menu.

2024-08-13_17-51-47.png

Create a Blocklist

  1. Go to Voice BiometricsBlocklists menu

  2. Click the Create button 2024-08-13_16-02-59.png

  3. In the Create new Blocklists window fill in the requested information:

    2024-08-13_14-51-14.png
    • Blocklist name

    • Group. The Group the blocklist will be added to

    • Description. Optional description to help with the blocklist content

  4. Click the Create button and the new blocklist will be added in the Manage Blocklists menu

    2024-08-13_15-23-49.png

Manage Blocklists

In the Manage Blocklists menu you can disable/enable, duplicate or delete a blocklist from its kebab menu.

2024-08-13_15-24-04.png

Edit Blocklists

Click on a Blocklist line to open its edit menu. In the edit menu you can perform the following actions:

2024-08-13_16-53-54.png
  • Edit the Blocklist’s name

  • Edit the Risk level: Select a value from the dropdown list, Low Risk, Medium Risk, High Risk

    2024-08-13_15-41-27.png

  • Edit the description

  • Edit a Custom UI message. This is the message that will be displayed to the UI

  • Edit a Custom Agent message: This is the message that will be displayed to the agent if the blocklist is triggered during a call.

  • Copy its ID

  • Create, edit and delete Fraudsters: Fraudsters are the wav files that are used to trigger the blocklist.

Create Fraudsters

You can add as many fraudster audio files in a blocklist as required.

2024-08-13_17-22-02.png

To add a new Fraudster:

  1. Click the Create Fraudster button 2024-08-13_15-37-23.png

  2. Add a .wav audio file. You can browse or drag and drop the file to the Create Fraudster window.

    2024-08-13_15-37-07.png

In order for the .wav file to be accepted it must be clear voice audio on a supported locale.

  1. Click the Create button and the new Fraudster will be added to your blocklist.

You can disable/enable, or delete a fraudster from its kebab menu.

2024-08-13_15-38-04.png

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.