Azure

Azure AD can be configured to automatically provision phone directories within CX. In addition, if those users are Microsoft Teams users, CX can surface the user status (presence) of the Teams users.

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It is assumed the user has a level of proficiency with Azure AD.

The following are a list of pre-requisites for this integration:

• CX Admin Access – to configure the new CX directory
• Azure Portal admin access – to configure a new enterprise application to grant permission to the CX application if presence sync required.
• Azure Portal user & group setup – an Azure AD security group (user group) should be set up, that your users are members off.
• All users that will be ingested should have a valid E164 phone number configured – note – this phone number field should have any spaces removed to ensure the Call History search functions correctly in CX

Adding a New External Directory

Once the pre-requisites are complete, to add a new Directory click the Add Directory button on the Contact Centre > Customise > Integrations > External Directories page. If you have not added any other external directories, this button will be in the middle of the page, otherwise, the top right.

New Directory Setup

• Enter a meaningful name & select Azure Active Directory then select Next Step:

• Take a note of the security token (save it somewhere secure) that is displayed and expand SCIM Configuration and save the base URL. You will need these later in the setup (but you can come back to it). Then, select the Next Step option.

With Teams Presence

• Select Sync Presence
• Select the Sign In to Microsoft Azure with admin privileges
• Select Accept on the Azure AD auth window. Once access is granted, you will be redirected back to the CX Wizard. Click Finish.

Without Teams Presence

Simply select Don't Sync Presence and click Finish.

Setup On Azure

Now the CX configure is complete, it is time to configure the SCIM application in the Microsoft Azure Portal.

Creating the Application

• Sign in to the Azure portal.
• Browse to Azure Active Directory > Enterprise applications.
• A list of all configured apps is shown, including apps that were added from the gallery.
• Select + New application > + Create your own application.
• Enter a name for your application, choose the option “integrate any other application you don't find in the gallery” and select Add to create an app object. The new app is added to the list of enterprise applications and opens to its app management screen. Name the application something like CX_SCIM.

Setting Up The App

• In the app management screen, select Provisioning in the left panel.
• In the Provisioning Mode menu, select Automatic.
• Enter the provisioning URL and token that you saved from CX Admin, and click Test Connection. Per below this should return a success.
• Click Save.

SCIM Attribute Mappings

• Expand Mappings, then select Provision Azure Active Directory Users:

• Configure the SCIM mappings as per the below: Note. you can utilise a separate phone number field if required

You can also reference the CX mappings in the directory wizard screen, which contains the following information:

Azure AD User Property	Azure AD Attribute	SCIM Attribute
User principal name	userPrincipalName Required string	userName
Object ID	objectId Required string	externalld
Business phone or Mobile phone	telephoneNumber or mobile Required E164 string	phoneNumbers[type eq "work"].value
First Name	givenName Optional (surname provided) string	name.givenName
Last Name	surname Optional (given name provided) string	name.familyName
Email	mail Optional string	emails[type eq "work"].value
Title	jobTitle Optional string	title

• Once the mapping is complete, it's time to assign users and start provisioning. From the screen below, click Add user/group to add users (or better, a group).

• To enable provisioning, click Start Provisioning

• Once the initial cycle has started, you can select Provisioning logs in the left panel to monitor progress, which shows all actions done by the provisioning service on your app. For more information on how to read the Azure AD provisioning logs, see Reporting on automatic user account provisioning.

Revoking Azure Access for Teams Presence

On step 3 of the Azure AD Teams directory wizard, access is granted to your Azure Tenant from our CX centralised Enterprise Application. To remove/revoke access, two actions must be taken:

1. Select Remove Access to Azure on page 3 of the admin external directory wizard above

2. Sign in to your Azure AD, and navigate to Enterprise Application. Find the application <ProductName />, then select Properties > Delete in the top title bar.

External Directory Contacts in CX

External contacts should now load in the Organisation tab of Directory within CX. Selecting a contact avatar will display more information about the contact, including the current status (presence) of the external user in Teams.

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You may need to reload CX if the directory did not exist when it was first loaded.