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:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce 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 Salesforce Voice Delegated Contact Center Admin |
| To create and manage a contact center: |
Salesforce Voice Contact Center Admin OR Salesforce Voice Delegated Contact Center Admin |
| To view the Partner Telephony Contact Centers page: |
Customize Application AND Manage Call Centers OR Salesforce Voice Delegated Contact Center Admin |
| To create and manage a contact center: |
Salesforce Voice Contact Center Admin (Partner Telephony) OR Salesforce Voice Delegated Contact Center Admin |
The process for setting up a third-party identity provider solution to log in to Salesforce Voice varies based on your telephony provider. Work with your telephony provider to verify the procedure.
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From Setup, enter Contact Centers in the Quick Find box.
- For Salesforce Voice with Amazon Connect, select Amazon Contact Centers.
- For Salesforce Voice with Partner Telephony from Amazon Connect and Salesforce Voice with Partner Telephony, select Partner Telephony Contact Centers.
- Click the contact center name for which you want to enable your third-party identity provider.
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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.
These configurations aren’t supported.
IAM Identity Center (AWS SSO): AWS IAM Identity Center can’t be enabled for individual AWS accounts. Service Control Policies (SCPs) block IAM Identity Center permissions.
SCIM Provisioning: Salesforce doesn't support SCIM endpoints, tokens, or automated user or group provisioning for AWS accounts. So third-party SCIM deprecations don't affect these accounts.
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.