I'm sure this has cropped up before:

Customer implements challenge response methodology, but there are a few
cases when the user ends up calling the help desk. How can/does the Help
Desk validate that the caller is who they say they are? Are
Challenge/Response responses visible to selected admins for caller
validation?

We have 6 challenge/response answers... assuming the user missed on one or
more, the help desk would like to be able to ask the caller to verbally
respond to some others, eliminating the "typo" issue.

If the answer is NO, how have others here (assuming you continued using
Novell's Challenge/Response) dealt with this issue?