Genesys Cloud - Main

Hello,

Could someone explain to me how the agent login is working when using a Salesforce Integration and a SSO Azure AD authentification ?

Here's how I see it :

1. Agent log on Salesforce using Azure AD SSO.
2. He's authentificated in Salesforces.
3. The Agent click on the login button in the Genesys Cloud integration.

And then what happens ?
Does the embedded integration make use of the implicit grant OAuth client to connect to Genesys Cloud ?
Or does the Agent needs to open a webpage to authentificate to Genesys Cloud with the Azure AD SSO ?

Regards

#Integrations

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Loïc Hesling
Orange Business Services
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It depends on how the call center configuration options are set.  If the "Auto redirect to SSO" is enabled, then the CTI client will automatically launch the Azure AD login screen, which is already authenticated in order to grant the user access to Salesforce.  This will automatically redirect the user back to the CTI client.  Basically you'll see a couple of screen refreshes for the CTI client, and then it will start working.  

If "auto redirect" is not enabled, then you'll be presented with the login screen in the CTI client.  Once the "organization" information is complete, you will see "azure" as a login option at the bottom of the login screen, which will launch the Azure AD login screen (which is already authenticated in order to grant the user access to Salesforce.  This will automatically redirect the user back to the CTI client).

In either scenario, you'll want to enable the "Enable Dedicated Login Window"; this launches a new window in the Azure AD domain to present their login screen.  This is necessary due to Azure AD using the xframe directive to prevent the iFraming of their login screen.

The settings I discussed are all documented here: https://help.mypurecloud.com/articles/configure-call-center-settings/

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Richard Schott
Genesys - Employees
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Hi Richard,

Thank you !

Regards

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Loïc Hesling
Orange Business Services
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Original Message:
Sent: 05-13-2021 08:21
From: Richard Schott
Subject: Genesys Cloud for Salesforce & Azure AD SSO

It depends on how the call center configuration options are set.  If the "Auto redirect to SSO" is enabled, then the CTI client will automatically launch the Azure AD login screen, which is already authenticated in order to grant the user access to Salesforce.  This will automatically redirect the user back to the CTI client.  Basically you'll see a couple of screen refreshes for the CTI client, and then it will start working.

If "auto redirect" is not enabled, then you'll be presented with the login screen in the CTI client.  Once the "organization" information is complete, you will see "azure" as a login option at the bottom of the login screen, which will launch the Azure AD login screen (which is already authenticated in order to grant the user access to Salesforce.  This will automatically redirect the user back to the CTI client).

In either scenario, you'll want to enable the "Enable Dedicated Login Window"; this launches a new window in the Azure AD domain to present their login screen.  This is necessary due to Azure AD using the xframe directive to prevent the iFraming of their login screen.

The settings I discussed are all documented here: https://help.mypurecloud.com/articles/configure-call-center-settings/

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Richard Schott
Genesys - Employees
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