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Microsoft Entra SSO integration with ice Contact Center

  • Article

In this article, you learn how to integrate ice Contact Center with Microsoft Entra ID. When you integrate ice Contact Center with Microsoft Entra ID, you can:

  • Control in Microsoft Entra ID who has access to ice Contact Center.
  • Enable your users to be automatically signed-in to ice Contact Center 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:

  • ice Contact Center single sign-on (SSO) enabled subscription.

Note

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

Scenario description

In this article, you configure and test Microsoft Entra SSO in a test environment.

  • ice Contact Center supports SP initiated SSO.

To configure the integration of ice Contact Center into Microsoft Entra ID, you need to add ice Contact Center 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 ice Contact Center in the search box.
  4. 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, and walk through the SSO configuration as well. Learn more about Microsoft 365 wizards.

Configure and test Microsoft Entra SSO for ice Contact Center

Configure and test Microsoft Entra SSO with ice Contact Center 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 ice Contact Center.

To configure and test Microsoft Entra SSO with ice Contact Center, 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 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'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 > ice Contact Center > 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 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 aren't 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.

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

    The Certificate download link

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 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 Microsoft Entra single sign-on configuration with following options.

  • Select Test this application, this option redirects 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 select the ice Contact Center tile in the My Apps, this option redirects to ice Contact Center Sign-on URL. For more information about the My Apps, see Introduction to the My Apps.

Related content

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.