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Configure Five9 Plus Adapter (CTI, Contact Center Agents) for Single sign-on with Microsoft Entra ID

In this article, you learn how to integrate Five9 Plus Adapter (CTI, Contact Center Agents) with Microsoft Entra ID. When you integrate Five9 Plus Adapter (CTI, Contact Center Agents) with Microsoft Entra ID, you can:

  • Control in Microsoft Entra ID who has access to Five9 Plus Adapter (CTI, Contact Center Agents).
  • Enable your users to be automatically signed-in to Five9 Plus Adapter (CTI, Contact Center Agents) with their Microsoft Entra accounts.
  • Manage your accounts in one central location.

Prerequisites

The scenario outlined in this article assumes that you already have the following prerequisites:

  • Five9 Plus Adapter (CTI, Contact Center Agents) single sign-on enabled subscription.

Scenario description

In this article, you configure and test Microsoft Entra single sign-on in a test environment.

  • Five9 Plus Adapter (CTI, Contact Center Agents) supports IDP initiated SSO.

Note

Identifier of this application is a fixed string value so only one instance can be configured in one tenant.

To configure the integration of Five9 Plus Adapter (CTI, Contact Center Agents) into Microsoft Entra ID, you need to add Five9 Plus Adapter (CTI, Contact Center Agents) from the gallery to your list of managed SaaS apps.

  1. Sign in to the Microsoft Entra admin center as at least a Cloud Application Administrator.
  2. Browse to Entra ID > Enterprise apps > New application.
  3. In the Add from the gallery section, type Five9 Plus Adapter (CTI, Contact Center Agents) in the search box.
  4. Select Five9 Plus Adapter (CTI, Contact Center Agents) 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, and walk through the SSO configuration as well. Learn more about Microsoft 365 wizards.

Configure and test Microsoft Entra SSO for Five9 Plus Adapter (CTI, Contact Center Agents)

Configure and test Microsoft Entra SSO with Five9 Plus Adapter (CTI, Contact Center Agents) using a test user called B.Simon. For SSO to work, you need to establish a link relationship between a Microsoft Entra user and the related user in Five9 Plus Adapter (CTI, Contact Center Agents).

To configure and test Microsoft Entra SSO with Five9 Plus Adapter (CTI, Contact Center Agents), perform the following steps:

  1. Configure Microsoft Entra SSO - to enable your users to use this feature.
    1. Create a Microsoft Entra test user - to test Microsoft Entra single sign-on with B.Simon.
    2. Assign the Microsoft Entra test user - to enable B.Simon to use Microsoft Entra single sign-on.
  2. Configure Five9 Plus Adapter (CTI, Contact Center Agents) SSO - to configure the single sign-on settings on application side.
    1. Create Five9 Plus Adapter (CTI, Contact Center Agents) test user - to have a counterpart of B.Simon in Five9 Plus Adapter (CTI, Contact Center Agents) that's linked to the Microsoft Entra representation of user.
  3. Test SSO - to verify whether the configuration works.

Configure Microsoft Entra SSO

Follow these steps to enable Microsoft Entra SSO.

  1. Sign in to the Microsoft Entra admin center as at least a Cloud Application Administrator.

  2. Browse to Entra ID > Enterprise apps > Five9 Plus Adapter (CTI, Contact Center Agents) > Single sign-on.

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

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

    Edit Basic SAML Configuration

  5. On the Set up Single Sign-On with SAML page, perform the following steps:

    a. In the Identifier text box, type one of the following URLs:

    Environment URL
    For “Five9 Plus Adapter for Microsoft Dynamics CRM” https://app.five9.com/appsvcs/saml/metadata/alias/msdc
    For “Five9 Plus Adapter for Zendesk” https://app.five9.com/appsvcs/saml/metadata/alias/zd
    For “Five9 Plus Adapter for Agent Desktop Toolkit” https://app.five9.com/appsvcs/saml/metadata/alias/adt

    b. In the Reply URL text box, type one of the following URLs:

    Environment URL
    For “Five9 Plus Adapter for Microsoft Dynamics CRM” https://app.five9.com/appsvcs/saml/SSO/alias/msdc
    For “Five9 Plus Adapter for Zendesk” https://app.five9.com/appsvcs/saml/SSO/alias/zd
    For “Five9 Plus Adapter for Agent Desktop Toolkit” https://app.five9.com/appsvcs/saml/SSO/alias/adt

  6. On the Set up Single Sign-On with SAML page, in the SAML Signing Certificate section, select Download to download the Certificate (Base64) from the given options as per your requirement and save it on your computer.

    The Certificate download link

  7. On the Set up Five9 Plus Adapter (CTI, Contact Center Agents) section, copy the appropriate URL(s) as per your requirement.

    Copy configuration URLs

Create and assign Microsoft Entra test user

Follow the guidelines in the create and assign a user account quickstart to create a test user account called B.Simon.

Configure Five9 Plus Adapter (CTI, Contact Center Agents) SSO

  1. To configure single sign-on on Five9 Plus Adapter (CTI, Contact Center Agents) side, you need to send the downloaded Certificate(Base64) and appropriate copied URL(s) to Five9 Plus Adapter (CTI, Contact Center Agents) support team. Also additionally, for configuring SSO further please follow the below steps according to the adapter:

    a. “Five9 Plus Adapter for Agent Desktop Toolkit” Admin Guide: https://webapps.five9.com/assets/files/for_customers/documentation/integrations/agent-desktop-toolkit/plus-agent-desktop-toolkit-administrators-guide.pdf

    b. “Five9 Plus Adapter for Microsoft Dynamics CRM” Admin Guide: https://manualzz.com/download/25793001

    c. “Five9 Plus Adapter for Zendesk” Admin Guide: https://webapps.five9.com/assets/files/for_customers/documentation/integrations/zendesk/zendesk-plus-administrators-guide.pdf

Create Five9 Plus Adapter (CTI, Contact Center Agents) test user

In this section, you create a user called Britta Simon in Five9 Plus Adapter (CTI, Contact Center Agents). Work with Five9 Plus Adapter (CTI, Contact Center Agents) support team to add the users in the Five9 Plus Adapter (CTI, Contact Center Agents) platform. Users must be created and activated before you use single sign-on.

Test SSO

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

  • Select Test this application, and you should be automatically signed in to the Five9 Plus Adapter (CTI, Contact Center Agents) for which you set up the SSO.

  • You can use Microsoft My Apps. When you select the Five9 Plus Adapter (CTI, Contact Center Agents) tile in the My Apps, you should be automatically signed in to the Five9 Plus Adapter (CTI, Contact Center Agents) for which you set up the SSO. For more information about the My Apps, see Introduction to the My Apps.

Related content

Once you configure Five9 Plus Adapter (CTI, Contact Center Agents) 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.