The caller will have the option to choose between a text or audio message (TEXT BEING PERFERRED) 

Mobile phone number must be entered in the format +1 5482159874 (+1 is together then space)

The customer will have 3 attempts to enter the OTP sent to the PERSONAL MOBILE NUMBER they provided , if they cannot give the correct code we will enter default number (999999) & they will not pass verification .

POWERPOINT TO THE FULL PROCESS: CMS RBA w OTP Overview Training Screens.pptx