Objective

v37 introduces increased security features that allow for separating the user's Voicemail PIN from the Portal login password. Administrators can no longer see a user's plaintext password in the Core Module Admin UI and use that to log into the Portal.

To troubleshoot, it is sometimes necessary to log in to an end user’s portal, so, along with increased security, we have introduced the Masquerade feature. 

Masquerade allows users with Reseller, Super User, and Office Manager scopes to log in to the Portal using their own credentials, then masquerade as any sub-user in their portfolio, and toggle the Masquerade session back off.

Symptoms

• How can I log in as another user in my portal
   

Eligibility 

• The addition of UI configuration parameters is required.
• Activities completed while in a Masquerade session will be logged in the audit log.
• Masquerade is available for sub-users only. There is no lateral or above-scope masquerade.
  • Super Users can masquerade as Resellers, Office Managers, Call Center, and Basic Users.
  • Resellers can masquerade as Office Managers, Call Center, and Basic Users.
  • Office Manager can masquerade as a Call Center and Basic User.
  • Basic Users will not have the ability to masquerade.
• You can only Masquerade once

  EXAMPLE: If you log in as a Super User and masquerade as an Office Manager, you will not see the Masquerade option in the User index.

   
• The ability to reset credentials for the masqueraded user or their sub-users has been restricted during a masquerade session.
   

Procedure

Enable Masquerade

1. Log in to the Admin UI of the Core Module/Portal Module and navigate to System > Settings > Advanced > UI Config.
2. Add or edit the UI configuration parameter PORTAL_ASSUME_IDENTITY and set it to a value of yes.

   NOTE: By selecting a domain when adding/editing this UI configuration parameter, you will limit the feature to that domain ONLY. For full use, leave Domain as *.

    

Using Masquerade

1. Log in to the portal using your credentials. Navigate to Domain, then Users Center. The actions on the right of the users should now include the Masquerade button.
2. When selecting the Masquerade button, a prompt will appear to verify the start of a Masquerade session.
   • Selecting No will return to the user index.
   • Selecting Yes will start the Masquerade session as the selected user.
3. A banner will appear at the top of the screen that shows the user you are masquerading as, including username, extension, and their domain, and you will be logged into the user's Home Page.
4. When you have completed your testing or troubleshooting, you can end the masquerade session by selecting the  End Masquerade button in the Masquerade banner, and you will be returned to the User Index you were previously viewing.
    

Escalation Information

Change Log