CEC Salesforce Authentication Issues

Service has been restored, and CEC associates should now be able to access Salesforce normally (see additional information below).

The issue was related to enhanced authentication requirements for Salesforce prompting a change in DUO. As part of this change, CEC associates can expect an additional DUO push notification during the login process. This behavior is expected and does not indicate a problem.

If you continue to experience issues or have questions, please contact the Tech Deck for assistance. Thank you for your patience while we worked through this issue.

When attempting to access Salesforce, GCC Call Center agents may be prompted to create a passkey. This is not expected behavior, and our Infrastructure team is actively working toward a resolution. At this time, no ETA is available.

In the meantime, some agents have been able to access Avaya and continue taking calls using one of the interim solutions below. If you need assistance with any of these options, please contact the Tech Deck.

Interim Workarounds

Option 1: Use Big Avaya

Bypass Salesforce and access Big Avaya directly. The link is available on the GCC Links page.

Option 2: Create a Temporary Duo Account

Note: This temporary Duo account must be manually removed once the incident has been resolved.

When prompted to Create a Passkey - Click Choose Another Verification Method. Select One-Time Password App. Open the Duo Mobile app on your mobile device and tap the + (Add) icon. Select the option to add an account using a QR code. Scan the QR code displayed on your screen. Create a password when prompted. Enter the verification code generated by Duo into the Salesforce prompt to complete the setup.

We will continue to provide updates as additional information becomes available.

Our Infrastructure team is aware of issues affecting Salesforce authentication preventing access to AVAYA. The team is actively investigating and will provide an update as soon as more information becomes available, including any available workaround.