Purpose: Help agents log in correctly and resolve common login issues (VPN, Duo code timing, CTI password mismatch).

Prerequisites

  • ✅ VPN is connected.
  • Duo Mobile installed and ready (PFP Services passcode).
  • Your username format: FirstInitialLastName (e.g., JPublic, KMeredith).
  •  Your CRM password is your VPN password unless you have manually changed it.

Choose the correct site:


Step-by-step login Guide:

  1. Open the correct URL above (Training or Production).
  2. Enter your username (FirstInitialLastName) and password (your VPN password unless you set a custom CRM password).
  3. ✔️ (Optional) Check Remember me to stay signed in for up to 10 hours.
  4. Open Duo App on your phone and find the PFP Services six-digit passcode. This code refreshes every 30 seconds. 
  5. Type the six-digit Duo code into CRM within 30 seconds and click Submit.
  6. If prompted about phone/CTI credentials, follow the CTI Password Fix below.


CTI Password Fix (when your VPN password has changed or first getting signed in)

  1. If you see an Incorrect phone credentials message, click OK to open the CTI drawer.
  2. Re-enter your current VPN password as the CTI password.
  3. Click the Save icon (upper-right) to confirm.

Reminder: Any time your VPN password changes, update CTI to match.


Troubleshooting if you still can not log in:

  • Double check your VPN connection: This will be the first thing that IT or Training asks to validate.
  • ❌ “Incorrect username or password”: Re-check your username format and VPN/CRM password.
  • ⏱️ Duo code expired: Duo passcodes refresh every ~30s—generate a new code and retry.
  •  CTI mismatch after VPN change: Open CTI drawer → update password → Save.
  •  Session locked after inactivity: CRM locks after ~10 minutes—press F5 (or refresh Chrome) and sign back in.
  • Password isn't working: After verifying your username and password is correct, or after attempting three incorrect log in attempts. Contact IT by dialing 2222 from your Webex phone or by dialing the 1 800 990 7890 then ext. 2222. 

Good to know

  • For security/PII, CRM requires VPN. Production must be used for live member work.
  • Every Monday (or next available day), clear your CRM 10 cache to ensure you receive updates.

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