Subject: Re: OTP issue
From: Ashish Dabral <[email-masked]>
To: David O'Dowd <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, saurabh <[email-masked]>, Meghan Flanagan <[email-masked]>, Brian Sexton <[email-masked]>, Sankarshan Rajan <[email-masked]>, IT Services <[email-masked]>, Edwin Cook <[email-masked]>
Date: Tue, 8 Oct 2019 01:05:22 -0700 (MST)

Hi David, 

Thanks for the update. 

We have tried to troubleshoot the issue. However, we are not getting the option for " Select additional Security verification " (Point 4 on your instruction). 

I have attached screenshot for your reference. Please have a look on it. 

Regards, 
Ashish Dabral 

From: "David O'Dowd" <[email-masked]> 
To: "Robert Cosgrove" <[email-masked]>, "saurabh" <[email-masked]>, "Meghan Flanagan" <[email-masked]>, "Brian Sexton" <[email-masked]>, "Sankarshan Rajan" <[email-masked]>, "Ashish Dabral" <[email-masked]>, "IT Services" <[email-masked]>, "Edwin Cook" <[email-masked]> 
Sent: Monday, October 7, 2019 10:27:04 PM 
Subject: RE: OTP issue 

Hi All, 

Please see below the instructions – if there are any issues please do not hesitate to reply on this thread 

Thanks, 

Dave 

    1. Log on with login.microsoftonline.com and select the user’s initials / photo at the top right hand side of the office 365 portal 

    1. Select My Account from the menu that appears 

    1. Select Manage Security and Privacy from the menu 

    1. Select Additional Security Verification 

    1. In the sub menu that appears, select Update your phone numbers used for account security 

    1. In the additional security verification menu, select the drop down menu 

    1. Select Use Verification code from app or token 

    1. Next, select the button Set up authenticator app 

    1. In the pop up window, click Configure app without notifications 

    1. Copy the Secret Key 

    1. Download and open the GAuth extension from the Chrome Store, click on the icon and click GAuth Authenticator 

    1. Click the pencil icon at the top right of the extension 

    1. Click the Add button 

    1. Enter the account name (for example Microsoft Authenticator – the name does not matter) and the Secret Key that you copied earlier, then click Add 

    1. The account will now be added to the GAuth extension 

    1. Return to Office 365 and click Next on the pop up window where you copied the Secret Key 

    1. Click Verify Now 

    1. Enter the code showing in the GAuth extension and click Verify 

    1. The GAuth app will now show in the additional security verification screen – ensure it is there and click Save 

    1. You will be prompted to verify the preferred option – click the Verify preferred option button 

    1. Finally, enter the code from the GAuth app and click Verify 

From: David O'Dowd 
Sent: Monday 7 October 2019 17:06 
To: Robert Cosgrove <[email-masked]>; Saurabh Dadu <[email-masked]>; Meghan Flanagan <[email-masked]>; Brian Sexton <[email-masked]>; Sankarshan Rajan <[email-masked]>; Ashish Dabral <[email-masked]>; IT Services <[email-masked]>; Edwin Cook <[email-masked]> 
Subject: RE: OTP issue 

Hi All, 

We may have a solution through a Chrome store app called GAuth that can be set up as an authentication method – we have tested it with my account locally and it is working without issue. 

I will put together a how-to shortly and reply on this thread with the instructions. 

Thanks, 

Dave 

From: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday 7 October 2019 15:44 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] >; IT Services < [ mailto:[email-masked] | [email-masked] ] >; Edwin Cook < [ mailto:[email-masked] | [email-masked] ] >; David O'Dowd < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: OTP issue 

[ mailto:[email-masked] | @Edwin Cook ] [ mailto:[email-masked] |  @David O'Dowd ] – We do have IT.Services on this thread, but we have not received a response. Please see the thread below and advise. 

Thanks 

Robert 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday 7 October 2019 08:25 
To: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] >; Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] >; IT Services < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: OTP issue 

Hi [ mailto:[email-masked] |  @Robert Cosgrove ] 

It would also help if you give them phone numbers they are using. 

[ mailto:[email-masked] | @IT Services ] : 

When we send an SMS from our phone to that number, it gets delivered instantly. When it is a message coming from Microsoft, it takes either several minutes, or it never comes. It would help if you speak to your Microsoft support manager, and share with them the number, and ask them to check with their SMS provider to modify the routing. 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

From: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 07 October 2019 12:50 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] >; IT Services < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: OTP issue 

[ mailto:[email-masked] | @IT Services ] – We have 2 agents in India who are not receiving the 2FA number when they login. Their IT have run some tests to see if this is an issue on their side and they believe it is not. 

    * [ mailto:[email-masked] | [email-masked] ] 
    * [ mailto:[email-masked] | [email-masked] ] 

Can you look into this early this morning so we do not lose any more productive hours. 

Thanks 

Robert 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday 4 October 2019 19:05 
To: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] >; Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] >; Sankarshan Rajan < [ mailto:[email-masked] | [email-masked] ] >; Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: OTP issue 

UPDATE: 

Dear Rob, Meghan, Brian, 

We have done several test on our current Twilio platform. When we send a test message from our cell phone to the Twilio to forward to email, it is received instantly, without any delay, however messages coming from your Microsoft 2FA are taking over 20 mins. 

It is clear that there is a problem when your server is sending messages to our Twilio number. This has to be taken up with your Microsoft support manager. 

At this point, if you would want, we can have the agents put in Sankarshan's cell phone number in it for authentication. 

As of now Sankarshan and Ashish are allowed cell phones in office. If we need another number, we could temporarily allow another TL to carry his phone, so we can have 2 - 3 cell phones to receive SMSes. But the long term resolution has to come from Microsoft. 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 04 October 2019 10:48 PM 
To: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] >; Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: OTP issue 

Please ignore my last email, even with a different platform we tested, its the same problem. Our IT feels its not an issue on our side. 

We are still investigating. 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 04 October 2019 10:45 PM 
To: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] >; Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: OTP issue 

Hi Rob, Meghan, 

We just changed our supplier for the platform we use, it seems to be better now. 

For future, would you be able to set your own platform, to get the OTP delivered to us through email directly? 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

From: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 04 October 2019 10:08 PM 
To: Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: OTP issue 

[ mailto:[email-masked] | @Brian Sexton ] - Can you speak with Edwin before he leaves at 6 ? 

Get [ https://protect-eu.mimecast.com/s/5yPuCVAywIl6w7pTG6aY3?domain=aka.ms |  Outlook for iOS ] 

From: Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, October 4, 2019 5:06:45 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] >; Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: OTP issue 

+ [ mailto:[email-masked] |  @Brian Sexton ] who is covering the weekend. 

Thanks, 

Meghan 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 04 October 2019 17:05 
To: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Meghan Flanagan < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: OTP issue 

Hi Robert 

We use Twilio same as you, and we checked our logs and we don’t have messages coming on time, if you have a different supplier you want us to use, please let us know. 

If you want can you please ask your IT to set OTP come directly to our email, or on some other platform ? 

Regards, 

Saurabh Dadu 

LiveSalesman 

On 04-Oct-2019, at 9:25 PM, Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Hi All, 

We have lost a full day of productivity for 2 agents and I do not want this happen again tomorrow. [ mailto:[email-masked] |  @Saurabh Dadu ] It would be good to get this fixed early tomorrow morning as my Team state this is an issue on your end. As soon as we know the reason behind it, I would like to know who is at fault. 

Thanks 

Robert 

From: Meghan Flanagan 
Sent: Friday 4 October 2019 15:40 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] > 
Subject: OTP issue 

Hi Saurabh, 

I have been working with Sankarshan and Parvez today to resolve the OTP issue for agents Fatoumata & Akanksha. 

Our IT have tried to log into team viewer to resolve the issue however they are unable to due to restrictions. 

We do not seem to be having this issue with our other outsourcing offices , Can we check with your IT if the auto forwarding system issue has been resolved. This seems to be an issue on your end with the OTP. Hopefully we can ensure the agents are able to work tomorrow as they have now finished for the day. 

Thanks, 

Meghan