Genesys Cloud CX

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  • 1.  Single Sign On - ZOHO

    Posted 01-26-2022 03:31
    Edited by Matt Lawson 7 days ago
    Hi All,

    I am trying to implement ZOHO Single Sign On as Identity Provider for our Customer through Generic Single Sign-on provider as ZOHO is not a listed provider for Genesys Cloud. I have added Genesys Cloud as a custom App in ZOHO Vault and added the SSO details of ZOHO Vault in Genesys Cloud as well, but getting an error "Something went wrong" while trying to login through SSO.

    Below are the screenshots of the configuration in ZOHO Vault  and Genesys cloud:






    Can anyone please help here if you have setup ZOHO Vault as an SSO Idp for your organization.
    Also, What exactly is the Audience URI(Entity Id) of Genesys Cloud that I should provide in ZOHO for the Genesys cloud custom app.

    Thanks in Advance!


    Regards,
    Nivedha
    #Ask Me Anything (AMA)
    #Integrations

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    Nivedha Kalathi
    Connex Telecommunications
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  • 2.  RE: Single Sign On - ZOHO

    Posted 01-27-2022 00:38
    Nivedha,

    I looked over the Zoho Vault information and I don't really see where it says that can be an SSO provider.  I see where you can use SAML from other SSO providers to log into Vault and pass through information to other apps, but not that it can be the SSO provider itself.  Most of the documentation mentions the same providers that Genesys Cloud supports like Okta, OneLogin, AzureAD, and Google.  Perhaps you can share a link to where Zoho Vault says they are an SSO provider.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Single Sign On - ZOHO

    Posted 01-27-2022 01:34
    Edited by Matt Lawson 7 days ago
    Hi Robert,

    Thanks for the reply. Below is the link that I referred to configure ZOHO vault as an Identity Provider for SSO:

    https://help.zoho.com/portal/en/kb/vault/admin-guide/articles/vault-configure-single-sign-on-sso#Prerequisites

    ------------------------------
    Nivedha Kalathi
    Connex Telecommunications
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  • 4.  RE: Single Sign On - ZOHO

    Posted 01-27-2022 22:41
    Documentation is that easy to follow, but I would assume in the Custom App Setup, you would use:
    Application Name:  Genesys Cloud
    Assertion Consumer Service URL: https://login.cac1.pure.cloud/saml
    Single Sign-on URL:  https://login.cac1.pure.cloud/saml
    Single Logout URL: https://login.cac1.pure.cloud/saml/logout
    Audience URI: any unique string that you want to use to identify your Genesys Cloud organization
    Certificate: Under Genesys Cloud Signing Certificate, click Download Certificate
    Attributes: 
    OrganizationName 
    • For identity provider-initiated single sign-on: Use the organization short name.
    • For service provider-initiated single sign-on: Make sure that the organization name matches the organization name that you select. It is applicable when an organization maintains multiple Genesys Cloud organizations using a single identity provider. 
    email  Email address of the Genesys Cloud user to be authenticated.
    • You must be an existing Genesys Cloud user.
    • If the identity provider does not use an email address as the subject NameID, you require a valid email address.
    ServiceName 

    (Optional) A valid URL for the browser to be redirected to after successful authentication, or one of the following keywords:

    • directory (redirects to the Genesys Cloud Collaborate client)
    • directory-admin (redirects to the Genesys Cloud Admin UI
    In Genesys Cloud, use what you have in there.




    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Single Sign On - ZOHO

    Posted 01-28-2022 01:48
    Hi Robert,

    I have followed all the steps that you have mentioned from the resource center article. But still facing an error and reached out for help here.
    If you can look at the screenshots I had provided in my original mail that shows the configuration in ZOHO and Genesys.

    ------------------------------
    Nivedha Kalathi
    Connex service
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  • 6.  RE: Single Sign On - ZOHO

    Posted 01-30-2022 23:17
    These things are always tricky.  You will need to open a ticket with Genesys and be sure to include the link you sent me and a link to this discussion so they can get up to speed.  Also make a note that you have already read through the SAML2 documentation so they don't send you that link.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: Single Sign On - ZOHO

    Posted 02-08-2022 04:43



    I could see from the SAML response that ZOHO is passing a success response along with the correct attributes to Genesys after authentication but Genesys is throwing a 401 error. This has been raised with Genesys support and passed on to Genesys Dev team but no response from them yet.

    Can anyone from Genesys help get a speedy solution for this issue?



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    Nivedha Kalathi
    Connex Telecommunications
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