When logging into the Agent Desktop, if an agent enters an incorrect password a certain number of times, the agent's profile becomes locked.
The number of times that agents can enter an incorrect password before their profiles are locked is predefined. This number is displayed in the Max Failed Login Attempts Agent field, which appears on the Security tab of the Client window on the LiveVox Portal (LVP).
To unlock an agent's profile:
- Log in to the LVP.
- On the Configure tab, click Agents > Agents.
The Agents window appears. On the General tab of the window, in the Logon ID column, the lock icon appears next to the login ID of the agent whose profile is locked.
- Click the lock icon.
The Confirm window stating the reason that the profile is locked appears. - Click Yes.
The agent's profile is unlocked. The agent can now log in to the agent desktop.