Single Sign On (SSO) Login

Single Sign On (SSO) is a convenient feature that allows users access multiple applications and services with just one login.

Enhanced Agent Experience with SSO in Workspace

To enhance security and streamline agent workflows, Acqueon Workspace has implemented SSO. Based on the admin configurations, the SSO login is activated for an agent.

Sample Flow

Here is a sample flow of the agent’s login experience that varies based on the configurations in Workspace admin.

Agent Login Experience

The admin configurations for SSO control the agent SSO login experience. Based on these configurations, the SSO login process can either be initiated in a separate tab or on the same tab. If the SSO login is initiated on a new tab, a secondary tab appears and closes automatically. At the end of this process, the agent is seamlessly logged into your softphone.

Direct Authentication with the Default Provider

To log in to Workspace with SSO that is mapped to a default IdP, follow these steps:

1. Access the Acqueon Workspace URL on a web browser. The page redirects to the organization’s IdP login window powered by identity providers such as Okta, Azure Active Directory, etc.

   Note:

   The sign-in process may vary depending on the IdP used. The following workflow represents the sign-in process for an Azure Active Directory login window page.

2. On the Sign in page, type your username and click Next.

   

3. Type your password and click Sign in.

4. On the Stay signed in? prompt, click Yes.

   

5. On successful authentication, you are logged into Acqueon Workspace.

Note:

For Amazon Connect, the CCP login occurs in a new browser tab and closes automatically. If third-party cookie settings are blocked, the respective alert message is displayed. Click Ok.

Authentication by Selecting a Provider

To log in to Workspace with SSO that is not mapped to a default IdP, follow these steps:

1. Access the Acqueon Workspace URL on a web browser. The page redirects to a list of multiple IdP options for the agent to initiate the sign-in process.

   

2. Click the applicable IdP name. In the above example, it is AzureAD.

3. Follow the relevant IdP sign-in procedures to complete the login process.

4. On successful authentication, you are logged into Acqueon Workspace.

Note:

• The CCP login always occurs on a new tab and closes automatically.

• If third-party cookie settings are blocked, a relevant alert message is displayed. Click Ok.

• If there are any issues with your login credentials, contact your system administrator.

Salesforce OpenCTI

Direct Authentication with the Default Provider

To log in to Workspace for Salesforce Open CTI with SSO that is mapped to a default IdP, follow these steps:

1. Access the Salesforce Login URL. The page displays the username and password fields along with the configured IdP option. If the default IdP is configured as Microsoft Azure, the following screen is displayed.

   

2. Click Log in with Azure AD. The sign in page is displayed.

   

3. On the Sign in page, type your username and click Next.

4. Type your password and click Sign in.

5. On the Stay signed in? prompt, click Yes.

   

   The home page is now displayed.

   

   The SSO login process is initiated in a separate tab or on the same tab based on the admin configurations.

   Note:

   The Amazon Connect CCP login occurs in a separate tab regardless of the SSO login experience in a new or same tab configuration. The secondary tab automatically closes, and the agent is then logged into softphone on the Salesforce page.

   The agent is now logged into softphone.

   

Authentication by Selecting a Provider

To log in to Workspace for Salesforce Open CTI with SSO that is not mapped to a default IdP, follow these steps:

1. Access the Salesforce Login URL. The page displays the username and password fields along with the configured IdP option. If the default IdP is configured as Microsoft Azure, the following screen is displayed.

   

2. Click Log in with Azure AD. The sign-in page is displayed.

   

3. On the Sign in page, type your username and click Next.

4. Type your password and click Sign in.

5. On the Stay signed in? prompt, click Yes.

   

   The home page is now displayed.

   

   Now, the page redirects to a list of IdP options for the agent to initiate the sign-in process to log into softphone.

   Note:

   The Amazon Connect CCP login occurs in a separate tab regardless of the SSO login experience in a new or same tab configuration. The secondary tab automatically closes, and the agent is now logged into softphone on the Salesforce page.

6. Click the applicable IdP name.

7. Follow the IdP sign-in procedures to complete the login process.

On successful authentication, you are logged into softphone.

Logging Out

If an agent clicks Log out on the softphone and clicks Login again, the page redirects to the list of IdP options for the agents to complete the sign-in process to log into softphone. If an agent clicks Log out on the softphone, the agent is only Logged Out of the softphone and not from the Salesforce account. To log out from Salesforce, the agent must log out from the Salesforce account.

Note:

1. The SSO configurations outlined here are generic and can support SAML/OAuth integrations with other platforms as well.

2. The SSO integration does not apply to the Cisco platform. To learn more about how Cisco SSO works, refer to this section.