Okta & Other SCIM Directories

Any SCIM-enabled user directory or Identity Provider (IDP) can be configured to automatically provision phone directories within CX.

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This guide uses Okta as an example, however these SCIM principles can be applied to any other SCIM-enabled directory.

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

• CX Admin Access – to configure the new CX directory
• IDP/Directory admin access – to configure an application
• IDP/Directory user & group setup – a user group should be set up that your users are members of
• 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, it is in the top right.

Setup in Admin

• Enter a meaningful name, click Other Directory, then click Next Step.
• Take a note of the security token (save it somewhere secure) that is displayed, expand SCIM Configuration, and save the base URL. You will need these later in the setup (but you can come back to them). Then, click the Next Step option.
• Click Finish.

Setup On Okta

Now that the CX configuration is complete, it is time to configure the SCIM application in the User Directory system — in this case, Okta.

• Sign in to the Okta Portal.

• Click Applications, then Browse App Catalog.

• In the search bar, enter SCIM and click SCIM 2.0 Test App (Header Auth), then Add Integration.

• Provide a name in the Application Label field under General Settings and click Next.

• Accept defaults on the Sign-On Options page and click DONE.

• Now navigate to the Provisioning tab and click Configure API Integration, then tick Enable API Integration.

• In the Base URL, enter the URL saved from CX in an earlier step.

• In the API Token, enter bearer {APIKEY}``. For example, if your API key is ABC123, enter bearer ABC123 (without quotes).

• Click Test API Credentials. When the test succeeds, click Save.

• On the Provisioning tab, under To App click Edit and enable the following provisioning operations by ticking each box:

  • Create Users — provision new CX directory entries when users are added to the assigned Okta group.
  • Update User Attributes — push attribute changes (phone number, name, title, etc.) into CX when they change in Okta.
  • Deactivate Users — remove the directory entry from CX when the user is unassigned from the group or deactivated in Okta.

  All three should be ticked for a typical phone-directory sync. Click Save when done.

• Scroll down to the Attribute Mappings section and ensure the mappings are set exactly like the table below.

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

Directory Attribute	SCIM Attribute
userName (or equivalent) Required string	userName
id (or equivalent) Required string	externalId
phoneNumber (or equivalent) Required E164 string	phoneNumbers[type eq "work"].value
firstName (or equivalent) Optional (surname provided) string	name.givenName
lastName (or equivalent) Optional (given name provided) string	name.familyName
email (or equivalent) Optional string	emails[type eq "work"].value
jobTitle (or equivalent) Optional string	title

• Now navigate to the Assignments section and add a group or set of users. This should trigger provisioning automatically. Check Reports/System Log in Okta to check for any issues.

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.

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