Tutorial: Azure Active Directory integration with Five9 Plus Adapter (CTI, Contact Center Agents)

In this tutorial, you'll learn how to integrate Five9 Plus Adapter (CTI, Contact Center Agents) with Azure Active Directory (Azure AD). When you integrate Five9 Plus Adapter (CTI, Contact Center Agents) with Azure AD, you can:

  • Control in Azure AD 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 Azure AD accounts.
  • Manage your accounts in one central location - the Azure portal.

Prerequisites

To configure Azure AD integration with Five9 Plus Adapter (CTI, Contact Center Agents), you need the following items:

  • An Azure AD subscription. If you don't have an Azure AD environment, you can get a free account.
  • Five9 Plus Adapter (CTI, Contact Center Agents) single sign-on enabled subscription.

Scenario description

In this tutorial, you configure and test Azure AD 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 Azure AD, 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 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 Five9 Plus Adapter (CTI, Contact Center Agents) in the search box.
  6. 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.

Configure and test Azure AD SSO for Five9 Plus Adapter (CTI, Contact Center Agents)

Configure and test Azure AD 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 an Azure AD user and the related user in Five9 Plus Adapter (CTI, Contact Center Agents).

To configure and test Azure AD SSO with Five9 Plus Adapter (CTI, Contact Center Agents), 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 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 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 Five9 Plus Adapter (CTI, Contact Center Agents) 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 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
  5. On the Set up Single Sign-On with SAML page, in the SAML Signing Certificate section, click Download to download the Certificate (Base64) from the given options as per your requirement and save it on your computer.

    The Certificate download link

  6. 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 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 Five9 Plus Adapter (CTI, Contact Center Agents).

  1. In the Azure portal, select Enterprise Applications, and then select All applications.
  2. In the applications list, select Five9 Plus Adapter (CTI, Contact Center Agents).
  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 are expecting a role to be assigned to the users, you can select it from the Select a role dropdown. If no role has been set up for this app, you see "Default Access" role selected.
  7. In the Add Assignment dialog, click the Assign button.

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://webapps.five9.com/assets/files/for_customers/documentation/integrations/microsoft/microsoft-administrators-guide.pdf

    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 Azure AD single sign-on configuration with following options.

  • Click on Test this application in Azure portal 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 click 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.

Next steps

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 Cloud App Security.