Tutorial: Microsoft Entra SSO integration with ice Contact Center

In this tutorial, you'll 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

To get started, you need the following items:

• A Microsoft Entra 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 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 tutorial, you configure and test Microsoft Entra SSO in a test environment.

• ice Contact Center supports SP initiated SSO.

Add ice Contact Center from the gallery

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 Identity > Applications > Enterprise applications > 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, as well as 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 is 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 Identity > Applications > Enterprise applications > 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, click the pencil icon for Basic SAML Configuration to edit the settings.

   

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 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.

6. 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.

   

Create a Microsoft Entra test user

In this section, you'll create a test user called B.Simon.

1. Sign in to the Microsoft Entra admin center as at least a User Administrator.
2. Browse to Identity > Users > All users.
3. Select New user > Create new user, at the top of the screen.
4. In the User properties, follow these steps:
   1. In the Display name field, enter B.Simon.
   2. In the User principal 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. Select Review + create.
5. Select Create.

Assign the Microsoft Entra test user

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

1. Sign in to the Microsoft Entra admin center as at least a Cloud Application Administrator.
2. Browse to Identity > Applications > Enterprise applications > 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 Microsoft Entra single sign-on configuration with following options.

• Click on Test this application, 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.