From the Cases Search page, search for an existing case for unregistering the On the menu bar of the Case Details page, click Customer Resets.

Managing and Supporting CSR Cases 4-21

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed. 4. In the User Item list, select Reset Authentication Pad. 5. In the Notes list, select the note you want to add. 6. Edit the default notes in the Notes field. 7. Click Submit.

4.9.7 Unlocking OTP

The CSR unlocks the customer who calls because he or she has been OTP-locked. Unlocking the customer resets the customers OTP failure counter to 0. To unlock OTP for the customer:

1. From the Cases Search page, search for an existing case for unlocking the OTP for

the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for unlocking the customers OTP.

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed. 4. In the User Item list, select Unlock OTP. 5. In the Notes list, select the note you want to add. 6. Edit the default notes in the Notes field.

7. Click Submit.

4.9.8 Resetting All Registration Data, Challenge Counters, and OTP Contact and Delivery Information

The Customer All option resets all user registration information including security phrase, image, challenge questions, challenge question and OTP counters, and OTP profile. To reset all registration data, challenge counters, and OTP profile information:

1. From the Cases Search page, search for an existing case for resetting all

registration data, challenge counters, and OTP contact and delivery information for the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for the customer.

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed. 4. In the User Item list, select Customer All. 5. In the Notes list, click the note you want to add. 6. Edit the default notes in the Notes field. 7. Click Submit. 4-22 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.10 Performing Challenge Question Resets

Authenticator uses questions as additional credentials to help prevent fraud. You can perform question-related actions for the customer when necessary. The Challenge Questions feature enables you to reset the following items for a customer: ■ Reset Questions ■ Next Question ■ Reset Question Set ■ Unlock Customer ■ Ask Question

4.10.1 Performing Challenge Questions Related Actions

Open the Challenge Questions screen by following these instructions: 1. From the Cases Search page, search for an existing case for performing the reset for the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for the customer.

3. On the menu bar of the Case Details page, select More Actions, and then click

Challenge Questions . The Challenge Questions screen appears. Figure 4–8 Challenge Questions

4.10.2 Resetting Challenge Questions

Resetting challenge questions deletes the existing questions and answers and generates a new question set for the customer to register from. The customer is informed that registration of challenge questions select new questions and answers from his or her question set is required at the next log in to the Web site.