Symptom / Need

• Wolkvox Agent (AgentBox) Access Blocked: One or more agents cannot log in or register on the Wolkvox Agent (AgentBox) platform because their internet connection's public IP address is not registered in the operation.
• Impossibility of self-management: The client does not have direct access to wolkvox Manager at that time to register the exception independently.

Context / Scenarios

• Available support channels: The request can be processed with assistance through the different service desk channels.
• Security guarantee and rejection prevention: To protect the security of the operation and prevent the request from being rejected due to failed validation, it is necessary to verify the identity of the applicant and provide the IP address in the correct technical format before processing the enablement.

Essential requirements

What should you have on hand before requesting the IP address?

Before initiating contact, the client must have the following information to avoid delays or cancellations in service:

1. Public IP address in correct format:
   • It must be a complete public IPv4 or IPv6 address consisting of four octets separated by periods (for example: 181.52.34.120).
   • Private IP addresses are not accepted: Addresses belonging to local ranges or internal networks such as 10.xxx, 172.16.xx to 172.31.xx or 192.168.xx will be rejected.
2. Wolkvox Manager Administrator Details:
   • Full name of the registered administrator.
   • Administrator email address.
   • Cell phone number of the administrator registered on the platform.
3. Identity Authentication Mechanism:
   • Have the OTP Code (sent to the administrator's cell phone/email) or the active Support Code previously generated from wolkvox Manager.
4. Transaction and Applicant Details:
   • Name of the operation and the specific module where the Public IP exception will be applied.
   • Email address of the person reporting and requesting registration.

Answer / Solution

Step-by-Step Solution Procedure

1. Start of the request: Contact the service desk indicating that you require to register a public IP to regain access to wolkvox Agent (AgentBox).
2. Identity verification: Provide the administrator's information and the verification code (OTP or Support Code) when prompted by the system or analyst. If identity is not confirmed, the request cannot be processed.
   For more information, you can consult the following article: https://helpcenter.wolkvox.com/es_CO/%C2%BFpor-que-y-como-se-valida-tu-identidad-para-solicitudes-de-seguridad-y-cambios-en-wolkvox
3. IP and data delivery: Provide the public IPv4 or IPv6 address, operation, module, and applicant email.
4. Access tests: Once registration is confirmed, perform immediate access tests to wolkvox Agent (AgentBox) from the authorized connection.