question

Justin Davidson avatar image
Justin Davidson asked Rob Bilson commented

Compatibility with voice calls from Microsoft MFA

When using Microsoft MFA to dial a RingCentral number for voice verification, RingCentral answers the call immediately. By the time the end user actually answers the call, the MFA agent has already played the prompt and instructions of a keypress to verify identity. The end user only hears silence or the tail end of the message and is unable to use their RingCentral number for verification. Is there a way to have RingCentral not answer the call initially until the end user answers? We've tried by disabling things like audio while connecting, connecting message, greeting, etc. It doesn't change the situation.

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Rob Bilson avatar image
Rob Bilson answered

I ran into this same issue when setting up Microsoft MFA with RingCentral. It turns out you need to put the extension in the extension field even though you have direct dial lines. Once I did that the MFA call worked as expected. In some of my testing the first few words got cut off, but the message repeats itself.


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Justin Davidson avatar image
Justin Davidson answered Rob Bilson commented

We were advised the RingCentral behavior is expected and cannot be modified to not actually answer right away. The workaround suggested is to Modify MFA settings on the Microsoft O365 admin side to repeat message or delay greeting for voice verification if possible.

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There are no settings to repeat the message or delay the greeting in Azure AD MFA.

Did you try the suggestion I made above? I have it configured that way for our Azure AD MFA w/ RingCentral and it's working as expected.

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