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            Configure Single Sign-On (SSO) with Your Own Identity Provider

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            Configure Single Sign-On (SSO) with Your Own Identity Provider

            Use your choice of a third-party identity provider solution for reps to log in to Voice from the Omni-Channel widget. For example, if your org uses Microsoft Azure as an identity provider, you can configure your contact center to require reps to log in and out of Azure’s single sign-on page from Omni-Channel.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To view the Amazon Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

            Delegated Contact Center Admin
            To create and manage a contact center:

            Contact Center Admin

            OR

            Delegated Contact Center Admin
            To view the Partner Telephony Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

            Delegated Contact Center Admin
            To create and manage a contact center:

            Contact Center Admin (Partner Telephony)

            OR

            Delegated Contact Center Admin

            The process for setting up a third-party identity provider solution to log in to Service Cloud Voice varies based on your telephony provider. Work with your telephony provider to verify the procedure.

            1. From Setup, enter Contact Centers in the Quick Find box.
              • For Service Cloud Voice with Amazon Connect, select Amazon Contact Centers.
              • For Service Cloud Voice with Partner Telephony from Amazon Connect and Service Cloud Voice with Partner Telephony, select Partner Telephony Contact Centers.
            2. Click the contact center name for which you want to enable your third-party identity provider.
            3. In the contact center details page, configure your identity provider.
              When you click Telephony Settings on the contact center details page, the third-party identity provider logs you in to your telephony provider. When a rep sets themselves as available in the Omni-Channel widget, the identity provider logs them in to your telephony provider behind the scenes.

            Before proceeding to Voice on the Omni-Channel widget, reps log in to a single sign-on window. To log out of Voice, reps click Log Out of Phone System from Omni-Channel and are redirected to a log out page on Amazon Connect or your third-party telephony provider. When reps are logged out of their phone system, a message appears in Omni-Channel that they must refresh their browser to log in again.

            See Also

             
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