Tutorial: Azure AD SSO integration with ice Contact Center

In this tutorial, you'll learn how to integrate ice Contact Center with Azure Active Directory (Azure AD). When you integrate ice Contact Center with Azure AD, you can:

  • Control in Azure AD who has access to ice Contact Center.
  • Enable your users to be automatically signed-in to ice Contact Center with their Azure AD accounts.
  • Manage your accounts in one central location - the Azure portal.

Prerequisites

To get started, you need the following items:

  • An Azure AD subscription. If you don't have a subscription, you can get a free account.
  • ice Contact Center single sign-on (SSO) enabled subscription.

Note

This integration is also available to use from Azure AD US Government Cloud environment. You can find this application in the Azure AD US Government Cloud Application Gallery and configure it in the same way as you do from public cloud.

Scenario description

In this tutorial, you configure and test Azure AD SSO in a test environment.

  • ice Contact Center supports SP initiated SSO.

To configure the integration of ice Contact Center into Azure AD, you need to add ice Contact Center from the gallery to your list of managed SaaS apps.

  1. Sign in to the Azure portal using either a work or school account, or a personal Microsoft account.
  2. On the left navigation pane, select the Azure Active Directory service.
  3. Navigate to Enterprise Applications and then select All Applications.
  4. To add new application, select New application.
  5. In the Add from the gallery section, type ice Contact Center in the search box.
  6. Select ice Contact Center from results panel and then add the app. Wait a few seconds while the app is added to your tenant.

Alternatively, you can also use the Enterprise App Configuration Wizard. In this wizard, you can add an application to your tenant, add users/groups to the app, assign roles, as well as walk through the SSO configuration as well. Learn more about Microsoft 365 wizards.

Configure and test Azure AD SSO for ice Contact Center

Configure and test Azure AD SSO with ice Contact Center using a test user called B.Simon. For SSO to work, you need to establish a link relationship between an Azure AD user and the related user in ice Contact Center.

To configure and test Azure AD SSO with ice Contact Center, perform the following steps:

  1. Configure Azure AD SSO - to enable your users to use this feature.
    1. Create an Azure AD test user - to test Azure AD single sign-on with B.Simon.
    2. Assign the Azure AD test user - to enable B.Simon to use Azure AD single sign-on.
  2. Configure ice Contact Center SSO - to configure the single sign-on settings on application side.
    1. Create ice Contact Center test user - to have a counterpart of B.Simon in ice Contact Center that is linked to the Azure AD representation of user.
  3. Test SSO - to verify whether the configuration works.

Configure Azure AD SSO

Follow these steps to enable Azure AD SSO in the Azure portal.

  1. In the Azure portal, on the ice Contact Center application integration page, find the Manage section and select single sign-on.

  2. On the Select a single sign-on method page, select SAML.

  3. On the Set up single sign-on with SAML page, click the pencil icon for Basic SAML Configuration to edit the settings.

    Edit Basic SAML Configuration

  4. On the Basic SAML Configuration section, perform the following steps:

    a. In the Identifier (Entity ID) text box, type a URL using one of the following patterns:

    Identifier
    https://<TENANT>-imrpool.icescape365.com:PORT/identity
    https://<TENANT>-imrpool.icescape.com:PORT/identity
    https://<TENANT>-imrpool.iceuc.com:PORT/identity

    b. In the Reply URL textbox, type a URL using one of the following patterns:

    Reply URL
    https://<TENANT>-imrpool.icescape365.com:PORT/identity
    https://<TENANT>-imrpool.icescape.com:PORT/identity
    https://<TENANT>-imrpool.iceuc.com:PORT/identity

    c. In the Sign on URL text box, type a URL using the following pattern: https://<TENANT>.iceuc.com/iceManager

    Note

    These values are not real. Update these values with the actual Identifier,Reply URL and Sign on URL. Contact ice Contact Center Client support team to get these values. You can also refer to the patterns shown in the Basic SAML Configuration section in the Azure portal.

  5. On the Set up single sign-on with SAML page, In the SAML Signing Certificate section, click copy button to copy App Federation Metadata Url and save it on your computer.

    The Certificate download link

Create an Azure AD test user

In this section, you'll create a test user in the Azure portal called B.Simon.

  1. From the left pane in the Azure portal, select Azure Active Directory, select Users, and then select All users.
  2. Select New user at the top of the screen.
  3. In the User properties, follow these steps:
    1. In the Name field, enter B.Simon.
    2. In the User name field, enter the username@companydomain.extension. For example, B.Simon@contoso.com.
    3. Select the Show password check box, and then write down the value that's displayed in the Password box.
    4. Click Create.

Assign the Azure AD test user

In this section, you'll enable B.Simon to use Azure single sign-on by granting access to ice Contact Center.

  1. In the Azure portal, select Enterprise Applications, and then select All applications.
  2. In the applications list, select ice Contact Center.
  3. In the app's overview page, find the Manage section and select Users and groups.
  4. Select Add user, then select Users and groups in the Add Assignment dialog.
  5. In the Users and groups dialog, select B.Simon from the Users list, then click the Select button at the bottom of the screen.
  6. If you're expecting any role value in the SAML assertion, in the Select Role dialog, select the appropriate role for the user from the list and then click the Select button at the bottom of the screen.
  7. In the Add Assignment dialog, click the Assign button.

Configure ice Contact Center SSO

To configure single sign-on on ice Contact Center side, you need to send the App Federation Metadata Url to ice Contact Center support team. They set this setting to have the SAML SSO connection set properly on both sides.

Create ice Contact Center test user

In this section, you create a user called Britta Simon in ice Contact Center. Work with ice Contact Center support team to add the users in the ice Contact Center platform. Users must be created and activated before you use single sign-on.

Test SSO

In this section, you test your Azure AD single sign-on configuration with following options.

  • Click on Test this application in Azure portal. This will redirect to ice Contact Center Sign-on URL where you can initiate the login flow.

  • Go to ice Contact Center Sign-on URL directly and initiate the login flow from there.

  • You can use Microsoft My Apps. When you click the ice Contact Center tile in the My Apps, this will redirect to ice Contact Center Sign-on URL. For more information about the My Apps, see Introduction to the My Apps.

Next steps

Once you configure ice Contact Center you can enforce session control, which protects exfiltration and infiltration of your organization’s sensitive data in real time. Session control extends from Conditional Access. Learn how to enforce session control with Microsoft Defender for Cloud Apps.