Cisco Unified Contact Center Enterprise Features Guide, Release 11.6(1)

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Book Title

Cisco Unified Contact Center Enterprise Features Guide, Release 11.6(1)

Chapter Title

Single Sign-On

Results

Updated:
September 6, 2017

Chapter: Single Sign-On

Single Sign-On

Single Sign-On

Single sign-on (SSO) is an authentication and authorization process. (Authentication proves that you are the user you say that you are, and authorization verifies that you are allowed to do what you want to do.) SSO allows you to sign in to one application and then securely access other authorized applications without a prompt to resupply user credentials. SSO permits Cisco supervisors or agents to sign on only once with a username and password. Supervisors and agents gain access to all of their Cisco browser-based applications and services within a single browser instance. By using SSO, Cisco administrators can manage all users from a common user directory and enforce password policies for all users consistently.


Note

Before enabling SSO in Unified CCE, ensure to sign in to the Cisco Unified Intelligence Center OAMP interface and perform the Unified CCE User Integration operation (Cluster Configuration > UCCE User Integration) once manually to import the Supervisors with the required roles.

SSO is an optional feature whose implementation requires you to enable the HTTPS protocol across the enterprise solution.

You can implement single sign-on in one of these modes:

  • SSO - Enable all agents and supervisors in the deployment for SSO.

  • Hybrid - Enable agents and supervisors selectively in the deployment for SSO. Hybrid mode allows you to phase in the migration of agents from a non-SSO deployment to an SSO deployment and enable SSO for local PGs. Hybrid mode is useful if you have third-party applications that don't support SSO, and some agents and supervisors must be SSO-disabled to sign in to those applications.

  • Non-SSO - Continue to use existing Active Directory-based and local authentication, without SSO.

SSO uses Security Assertion Markup Language (SAML) to exchange authentication and authorization details between an identity provider (IdP) and an identity service (IdS). The IdP authenticates based on user credentials, and the IdS provides authorization between the IdP and applications. The IdP issues SAML assertions, which are packages of security information transferred from the IdP to the service provider for user authentication. Each assertion is an XML document that contains trusted statements about a subject including, for example, username and privileges. SAML assertions are digitally signed to ensure their authenticity.

The IdS generates an authentication request (also known as a SAML request) and directs it to the IdP. SAML does not specify the method of authentication at the IdP. It may use a username and password or other form of authentication, including multi-factor authentication. A directory service such as LDAP or AD that allows you to sign in with a username and a password is a typical source of authentication tokens at an IdP.

Prerequisites

The Identity Provider must support Security Assertion Markup Language (SAML) 2.0. See the Compatibility Matrix for your solution at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.htmlhttps://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html for details.

Contact Center Enterprise Reference Design Support for Single Sign-On

Unified CCE supports single sign-on for these reference designs:

  • 2000 Agents

  • 4000 Agents

  • 12000 Agents

  • 24000 Agents

  • Contact Director (Maximum of 24000 agents, Each target system must include a dedicated Cisco IdS deployment.)

Coresidency of Cisco Identity Service by Reference Design

Reference Design

Unified CCE

2000 Agent

Cisco IdS is coresident with Unified Intelligence Center and Live Data on a single VM.

4000 Agent

Standalone Cisco IdS VM

12000 Agent

Standalone Cisco IdS VM

24000 Agent

Standalone Cisco IdS VM

Single Sign-On Support and Limitations

Note the following points that are related to SSO support:

  • To support SSO, enable the HTTPS protocol across the enterprise solution.

  • SSO supports agents and supervisors only. SSO support is not available for administrators in this release.

  • In the 12,000 Agent Reference Design, a maximum of 12,000 agents use SSO at one time.

  • SSO supports multiple domains with federated trusts.

  • SSO supports only contact center enterprise peripherals.

  • SSO support is available for Agents and Supervisors that are registered to remote or main site PG in global deployments.

Note the following limitations that are related to SSO support:

  • SSO support is not available for third-party Automatic Call Distributors (ACDs).

  • The SSO feature does not support Cisco Finesse IP Phone Agent (FIPPA).

  • The SSO feature does not support Cisco Finesse Desktop Chat.

Allowed Operations by Node Type

The Cisco IdS cluster contains a publisher and a subscriber node. A publisher node can perform any configuration and access token operations. The operations that a subscriber node can perform depends on whether the publisher is connected to the cluster.

This table lists which operations each type of node can perform.

Table 1. Single Sign-On Allowed Operations

Operation

Allowed on Publisher

Allowed on Subscriber

Upload IdP metadata

Always

Never

Download SAML SP metadata

Always

Never

Regenerate SAML Certificate

Always

Never

Regenerate Token Encryption/Signing Key

Always

Never

Update AuthCode/Token Expiry

Always

Only when publisher is connected

Enable/Disable Token Encryption

Always

Only when publisher is connected

Add/Update/Delete Cisco IdS client configuration

Always

Only when publisher is connected

View Cisco IdS client configuration

Always

Always

View Cisco IdS status

Always

Always

Set Troubleshooting Log Level

Always

Always

Set Remote Syslog server

Always

Always

Single Sign-On Log Out

For a complete logout from all applications, sign out of the applications and close the browser window. In a Windows desktop, log out of the Windows account. In a Mac desktop, quit the browser application.


Note

Users enabled for single sign-on are at risk of having their accounts misused by others if the browser is not closed completely. If the browser is left open, a different user can access the application from the browser page without entering credentials.

Single Sign-On Configuration Flow


Note

Synchronize the time in Cisco IdS and IdP for SSO to work effectively. It is recommended that the Cisco IdS and IdP are time-synchronized using NTP Server.


Note

It is recommended that the Administrator configures SSO from the IdS publisher node.

  1. Install the appropriate release of the CCE solution. For more information, see Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

  2. Install the Cisco Identity Service (Cisco IdS). For more information, see Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

  3. Configure an Identity Provider (IdP).

  4. Configure System Inventory.

  5. Configure the Cisco IdS.

  6. Register and test SSO-compatible components with the Cisco IdS.

  7. Choose the SSO mode.

  8. Enable multiple users at once for SSO by using the SSO migration tool, or enable users one at time by using the configuration tools.

Installation Task Flow for Cisco Identity Service

You can install Cisco Identity Service as a standalone or coresident deployment.

Task See

Install Cisco Identity Service Standalone Deployment (4000, 8000, 12000 Agent Deployment)

or

Install Coresident Deployment (2000 Agent Deployment)

Install Cisco Identity Service Standalone Deployment

or

Install Coresident Deployment (Cisco Unified Intelligence Center with Live Data and IdS)

Install Cisco Identity Service Standalone Deployment

Follow this sequence of tasks to install the Cisco Identity Service (Cisco IdS) standalone deployment.

Sequence

Task

1

Verify that you created a separate virtual machine for the IdS publisher node and the IdS subscriber node. See Set Up Virtual Machines.

2

Install IdS publisher node. See Install Publishers/Primary Nodes of VOS-Based Contact Center Applications

3

Set IdS subscriber node. See Set IdS Subscriber Node

4

Install IdS subscriber node. See Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications

5

Upgrade VMware Tools. See Install VMware Tools for VOS

Set Deployment Type in Unified CCE Administration Configuration

Before you install or upgrade, you must set the deployment type.

Procedure
Step 1

Navigate to Unified CCE Administration > System > Deployment.

Step 2

Select your deployment from the drop-down menu and click Next.

Set Up Virtual Machines

Verify Datastores

Before you install the VMs, verify that the datastore is in place. The type of datastore depends on the type of server on which you deploy the VMs. For example, UCS-B servers use a SAN datastore and UCS-C servers use DAS datastores.

For more information, see the VMware documentation at https://www.vmware.com/support/pubs/.

For more information, see Virtualization for Unified Contact Center Enterprise at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html.

Download Unified CCE OVA Files

The Unified CCE Open Virtualization Format (OVA) files define the basic structure of the corresponding VMs that are created. The structure definition includes the CPU, RAM, disk space, reservation for CPU, and reservation for memory.

Before you begin

You must have a valid service contract associated with your Cisco.com profile.

Procedure
Step 1

Go to the Unified CCE Download Software page on Cisco.com.

Step 2

Click Download to download and save the appropriate OVA file to your local hard drive. When you create VMs, you select the OVA required for the application.

Create Virtual Machines from OVA Files

To create virtual machines (VMs) from the OVA files, complete the following procedure.


Note

ECE requires a second virtual hard drive on its VM. The OVA creates one virtual hard drive. Create a second hard drive of an appropriate size for your solution requirements.

Procedure
Step 1

Select the Host in the vSphere client.

Step 2

Choose File > Deploy OVF Template.

Step 3

Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click Next.

Step 4

Click Next at the OVF Template Details page.

Step 5

Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32 characters. Click Next.

Step 6

On the Name and Location page, enter a name of your choice in the Name field. Click Next.

Important 

After the VM is created, you cannot rename it.

Step 7

On the Deployment Configuration page, select the applicable configuration from the drop-down list. Click Next.

Step 8

Choose a data store on which to deploy the new virtual machine. Click Next.

Note 

Some deployments require two data stores.

Step 9

On the Disk Format page, choose Thick provisioned Eager Zeroed format for the virtual disk format. Click Next.

Note 

Thick provisioned Lazy Zero is also supported, but Thin provisioned is not supported.

Step 10

Confirm that the Network Mapping page is correct:

  1. Public network adapter to Public network

  2. Private network adapter to Private network

Note 

For some deployments, only one network interface is available.

Step 11

Click Finish.

Step 12

At the Successfully Completed message, click Close.

Note 

For more information, see Virtualization for Unified Contact Center Enterprise at https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html.

Install Publishers/Primary Nodes of VOS-Based Contact Center Applications

Before you begin

DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified Intelligence Center, Cisco Finesse and Cisco Identity Service (IdS). To configure DNS, add the VMs to the forward and reverse lookups of the DNS.

Procedure
Step 1

Create a virtual machine for your VOS-based contact center application using the OVA.

Step 2

Mount the ISO image for the software to the virtual machine.

Step 3

Select the virtual machine, power it on, and open the console.
Step 4

Follow the Install wizard, making selections as follows:

  1. In the Disk Found screen, click OK to begin the verification of the media integrity.

  2. In the Success screen, select OK.

  3. In the Product Deployment Selection screen:

    • For the Progger (Lab only) or 2000 agent reference design, choose the coresident deployment option Cisco Unified Intelligence Center with Live Data and IdS, and then select OK. The Cisco Unified Intelligence Center with Live Data and IdS option installs Cisco Unified Intelligence Center with Live Data and Cisco Identity Service (IdS) on the same server.

    • For all other deployments, select one of the standalone install options. For example, select Cisco Unified Intelligence Center, Live Data, or Cisco Identity Service (IdS). Then select OK.

  4. In the Proceed with Install screen, select Yes.

  5. In the Platform Installation Wizard screen, select Proceed.

  6. In the Apply Patch screen, select No.

  7. In the Basic Install screen, select Continue.

  8. In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely matches where your server is located. Select OK.

    Note 

    For Live Data servers, use the same timezone for all the nodes.

  9. In the Auto Negotiation Configuration screen, select Continue.

  10. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.

  11. In the DHCP Configuration screen, select No.

  12. In the Static Network Configuration screen, enter static configuration values. Select OK.

  13. In the DNS Client Configuration screen, click Yes to enable DNS client.

  14. Enter your DNS client configuration. Select OK.

  15. In the Administrator Login Configuration screen, enter the Platform administration username. Enter and confirm the password for the administrator. Select OK.

  16. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country. Select OK.

  17. In the First Node Configuration screen, select Yes.

  18. In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and select OK.

  19. In the Security Configuration screen, enter the security password and select OK.

  20. In the SMTP Host Configuration screen, select No.

  21. In the Application User Configuration screen, enter the application username. Enter, and confirm the application user password. Select OK.

  22. In the Platform Configuration Confirmation screen, select OK. The installation begins and runs unattended.

    • There is a reboot in the middle of the installation.

    • The installation ends at a sign-in prompt.

Step 5

Unmount the ISO image.

Set IdS Subscriber Node

You must provide the publisher node the address of the subscriber node. You do this with the set ids subscriber command.

Procedure
Step 1

Log in to your publisher IdS node.

Step 2

Run the following command to set the subscriber node:

set ids subscriber name

name
Specifies the hostname or ip address of the IdS subscriber node address.
What to do next

You can use these Cisco IdS CLI commands only in an IdS standalone deployment. You run these commands on the IdS publisher node.

Required Minimum Privilege Level: Ordinary

Use this command to show IdS subscriber node information.

show ids subscriber

There are no required parameters.

Required Minimum Privilege Level: Advanced

Use this command to unset IdS subscriber node configuration.

unset ids subscriber

There are no required parameters.

Identity Service CLI Commands

You can use these Cisco IdS CLI commands only in an IdS standalone deployment. You run these commands on the IdS publisher node.

set ids subscriber

Required Minimum Privilege Level: Advanced

Use this command to set the single sign-on Identity Service (IdS) subscriber node address .

Command Syntax

set ids subscriber name

name
Specifies the hostname or ip address of the IdS subscriber node address.
unset ids subscriber

Required Minimum Privilege Level: Advanced

Use this command to unset IdS subscriber node configuration.

unset ids subscriber

There are no required parameters.

show ids subscriber

Required Minimum Privilege Level: Ordinary

Use this command to show IdS subscriber node information.

show ids subscriber

There are no required parameters.

Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications


Note

This task is required for installation of the subscriber/secondary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Unified Communications Manager, and Cisco Unified Intelligence Center.

Before you begin

DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS.

Before you install the subscriber/secondary nodes, you must install the publisher/primary nodes and configure the clusters.

Procedure
Step 1

Create a virtual machine for your VOS-based contact center application using the OVA.

Step 2

Mount the ISO image for the software to the virtual machine.

Step 3

Select the virtual machine and power it on, and open the console.

Step 4

Follow the Install wizard, making selections as follows:

  1. In the Disk Found screen, click OK to begin the verification of the media integrity.

  2. In the Success screen, select OK.

  3. In the Product Deployment Selection screen:

    • For the Progger (Lab only) or 2000 agent reference design, choose the coresident deployment option Cisco Unified Intelligence Center with Live Data and IdS, and then select OK. The Cisco Unified Intelligence Center with Live Data and IdS option installs Cisco Unified Intelligence Center, Live Data, and Cisco Identity Service (IdS) on the same server.

    • For all other deployments, select one of the standalone install options. For example, select Cisco Unified Intelligence Center, Live Data, or Cisco Identity Service (IdS). Then select OK.

Step 5

Follow the Install wizard, making selections as follows:

  1. In the Proceed with Install screen, select Yes.

  2. In the Platform Installation Wizard screen, select Proceed.

  3. In the Apply Patch screen, select No.

  4. In the Basic Install screen, select Continue.

  5. In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely matches where your server is located. Select OK.

    Note 

    For Live Data servers, use the same timezone for all the nodes.

  6. In the Auto Negotiation Configuration screen, select Continue.

  7. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.

  8. In the DHCP Configuration screen, select No.

  9. In the Static Network Configuration screen, enter static configuration values. Select OK.

  10. In the DNS Client Configuration screen, click Yes to enable DNS client.

  11. In the Administrator Login Configuration screen, enter the Platform administration username. Enter and confirm the password for the administrator. Select OK.

  12. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country. Select OK.

  13. In the First Node Configuration screen, select No.

  14. In the warning screen, select OK.

  15. In the Network Connectivity Test Configuration screen, select No.

  16. In the First Node Access Configuration screen, enter the host name and IP address of the first node. Enter and confirm the security password. Select OK.

  17. In the SMTP Host Configuration screen, select No.

  18. In the Platform Configuration Confirmation screen, select OK. The installation begins and runs unattended.

    • There is a reboot in the middle of the installation.

    • The installation ends at a sign-in prompt.

Step 6

Unmount the ISO image.

Install VMware Tools for VOS

To install or upgrade VMware Tools using VOS, perform the following steps:

Procedure
Step 1

Ensure that your virtual machine is powered on.

Step 2

Right-click the VM menu. Select Guest > Install / Upgrade VMware tools .

Step 3

Choose the interactive tools update and press OK.

Step 4

Open the console and log in at the command prompt.

Step 5

Enter the command utils vmtools refresh and confirm.

The server automatically reboots twice.
Step 6

After reboot, check the Summary tab for the VM to verify that the VMware Tools version is current. If it is not current, reboot the VM and check the version again.

The process takes a few minutes. After the process completes, the tools are listed as Running (Current) on the VM's Summary tab in vSphere.

Install Coresident Deployment (Cisco Unified Intelligence Center with Live Data and IdS)

Follow this sequence of tasks to install the coresident deployment (Cisco Unified Intelligence Center with Live Data and IdS).

Sequence

Task

1

Set Deployment Type in Unified CCE Administration Configuration

2

Install IdS publisher node. See Install Publishers/Primary Nodes of VOS-Based Contact Center Applications

3

Install IdS subscriber node. See Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications

4

Add Coresident (Cisco Unified Intelligence Center with Live Data and IdS) Machine Type to the System Inventory

5

Upgrade VMware Tools. See Install VMware Tools

Set Deployment Type in Unified CCE Administration Configuration

Before you install or upgrade IdS you must set the deployment type.

Procedure
Step 1

Navigate to Unified CCE Administration > System > Deployment.

Step 2

Select your deployment from the drop-down menu and click Next.

Install Publishers/Primary Nodes of VOS-Based Contact Center Applications

Before you begin

DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified Intelligence Center, Cisco Finesse and Cisco Identity Service (IdS). To configure DNS, add the VMs to the forward and reverse lookups of the DNS.

Procedure
Step 1

Create a virtual machine for your VOS-based contact center application using the OVA.

Step 2

Mount the ISO image for the software to the virtual machine.

Step 3

Select the virtual machine, power it on, and open the console.
Step 4

Follow the Install wizard, making selections as follows:

  1. In the Disk Found screen, click OK to begin the verification of the media integrity.

  2. In the Success screen, select OK.

  3. In the Product Deployment Selection screen:

    • For the Progger (Lab only) or 2000 agent reference design, choose the coresident deployment option Cisco Unified Intelligence Center with Live Data and IdS, and then select OK. The Cisco Unified Intelligence Center with Live Data and IdS option installs Cisco Unified Intelligence Center with Live Data and Cisco Identity Service (IdS) on the same server.

    • For all other deployments, select one of the standalone install options. For example, select Cisco Unified Intelligence Center, Live Data, or Cisco Identity Service (IdS). Then select OK.

  4. In the Proceed with Install screen, select Yes.

  5. In the Platform Installation Wizard screen, select Proceed.

  6. In the Apply Patch screen, select No.

  7. In the Basic Install screen, select Continue.

  8. In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely matches where your server is located. Select OK.

    Note 

    For Live Data servers, use the same timezone for all the nodes.

  9. In the Auto Negotiation Configuration screen, select Continue.

  10. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.

  11. In the DHCP Configuration screen, select No.

  12. In the Static Network Configuration screen, enter static configuration values. Select OK.

  13. In the DNS Client Configuration screen, click Yes to enable DNS client.

  14. Enter your DNS client configuration. Select OK.

  15. In the Administrator Login Configuration screen, enter the Platform administration username. Enter and confirm the password for the administrator. Select OK.

  16. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country. Select OK.

  17. In the First Node Configuration screen, select Yes.

  18. In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and select OK.

  19. In the Security Configuration screen, enter the security password and select OK.

  20. In the SMTP Host Configuration screen, select No.

  21. In the Application User Configuration screen, enter the application username. Enter, and confirm the application user password. Select OK.

  22. In the Platform Configuration Confirmation screen, select OK. The installation begins and runs unattended.

    • There is a reboot in the middle of the installation.

    • The installation ends at a sign-in prompt.

Step 5

Unmount the ISO image.

Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications


Note

This task is required for installation of the subscriber/secondary nodes of the three VOS-based contact center applications: Cisco Finesse, Cisco Unified Communications Manager, and Cisco Unified Intelligence Center.

Before you begin

DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups of the DNS.

Before you install the subscriber/secondary nodes, you must install the publisher/primary nodes and configure the clusters.

Procedure
Step 1

Create a virtual machine for your VOS-based contact center application using the OVA.

Step 2

Mount the ISO image for the software to the virtual machine.

Step 3

Select the virtual machine and power it on, and open the console.

Step 4

Follow the Install wizard, making selections as follows:

  1. In the Disk Found screen, click OK to begin the verification of the media integrity.

  2. In the Success screen, select OK.

  3. In the Product Deployment Selection screen:

    • For the Progger (Lab only) or 2000 agent reference design, choose the coresident deployment option Cisco Unified Intelligence Center with Live Data and IdS, and then select OK. The Cisco Unified Intelligence Center with Live Data and IdS option installs Cisco Unified Intelligence Center, Live Data, and Cisco Identity Service (IdS) on the same server.

    • For all other deployments, select one of the standalone install options. For example, select Cisco Unified Intelligence Center, Live Data, or Cisco Identity Service (IdS). Then select OK.

Step 5

Follow the Install wizard, making selections as follows:

  1. In the Proceed with Install screen, select Yes.

  2. In the Platform Installation Wizard screen, select Proceed.

  3. In the Apply Patch screen, select No.

  4. In the Basic Install screen, select Continue.

  5. In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely matches where your server is located. Select OK.

    Note 

    For Live Data servers, use the same timezone for all the nodes.

  6. In the Auto Negotiation Configuration screen, select Continue.

  7. In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.

  8. In the DHCP Configuration screen, select No.

  9. In the Static Network Configuration screen, enter static configuration values. Select OK.

  10. In the DNS Client Configuration screen, click Yes to enable DNS client.

  11. In the Administrator Login Configuration screen, enter the Platform administration username. Enter and confirm the password for the administrator. Select OK.

  12. In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization, Unit, Location, State, and Country. Select OK.

  13. In the First Node Configuration screen, select No.

  14. In the warning screen, select OK.

  15. In the Network Connectivity Test Configuration screen, select No.

  16. In the First Node Access Configuration screen, enter the host name and IP address of the first node. Enter and confirm the security password. Select OK.

  17. In the SMTP Host Configuration screen, select No.

  18. In the Platform Configuration Confirmation screen, select OK. The installation begins and runs unattended.

    • There is a reboot in the middle of the installation.

    • The installation ends at a sign-in prompt.

Step 6

Unmount the ISO image.

Add Coresident (Cisco Unified Intelligence Center with Live Data and IdS) Machine Type to the System Inventory

Procedure
Step 1

In Unified CCE Administration, navigate to System > Deployment.

Step 2

Add the new machine to the System Inventory:

  1. Click Add.

    The Add Machine popup window opens.

  2. From the Type drop-down menu, select the following machine type:

    CUIC_LD_IdS Publisher, for the coresident Unified Intelligence Center, Live Data, and Identity Service machine available in the 2000 agent reference design.

  3. In the Hostname field, enter the FQDN, hostname, or IP address of the machine.

    The system attempts to convert the value you enter to FQDN.

  4. Enter the machine's Administration credentials.

  5. Click Save.

The machine and its related Subscriber or Secondary machine are added to the System Inventory.

What to do next

If you remove a component from your deployment, delete it from your System Inventory. If you add the component again, or add more components, add those components to the System Inventory.

Install VMware Tools

To install or upgrade using VOS, for Cisco Unified Communications Manager:

  1. Ensure that your virtual machine is powered on.

  2. Right-click the VM menu. Select Guest > Install / Upgrade VMware tools

  3. Choose the interactive tools update and press OK.

  4. Open the console and log in at the command prompt.

  5. Enter the command utils vmtools refresh and confirm.

    The server automatically reboots twice.

  6. After reboot, check the Summary tab for the VM to verify that the VMware Tools version is current. If it is not current, reboot the VM and check the version again.

The process takes a few minutes. After the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vSphere.

Configure the Cisco Identity Service

The Cisco Identity Service (Cisco IdS) provides authorization between the Identity Provider (IdP) and applications.

When you configure the Cisco IdS, you set up a metadata exchange between the Cisco IdS and the IdP. This exchange establishes a trust relationship that then allows applications to use the Cisco IdS for single sign-on. You establish the trust relationship by downloading a metadata file from the Cisco IdS and uploading it to the IdP. You can then select settings related to security, identify clients of the Cisco IdS service, and set log levels and, if desired, enable Syslog format.


Note

If you are working with a Cisco IdS cluster, perform these steps on the Cisco IdS primary publisher node.

Be sure that the Principal AW is configured and functional before using the Features > Single Sign-On tool in Unified CCE Administration.

Procedure

Step 1

In Unified CCE Administration, navigate to Features > Single Sign-On.

Note 

Use a log in name in the format username@FQDN to log in to the Unified CCE Administration.

Step 2

Click Identity Service Management.

Result:

The Cisco Identity Service Management window opens:

Step 3

Enter your user name, and then click Next.

Step 4

Enter your password, and then click Sign In.

The Cisco Identity Service Management page opens, showing the Nodes, Settings, and Clients icons in the left pane.
Step 5

Click Nodes.

The Nodes page opens to the overall Node level view and identifies which nodes are in service. The page also provides the SAML Certificate Expiry details for each node, indicating when the certificate is due to expire. The node Status options are Not Configured, In Service, Partial Service, and Out of Service. Click a status to see more information. The star to the right of one of the Node names identifies the node that is the primary publisher.
Step 6

Click Settings.

Step 7

Click IdS Trust.

Step 8

To begin the Cisco IdS trust relationship setup between the Cisco IdS and the IdP, click Download Metadata File to download the file from the Cisco IdS Server.

Step 9

Click Next.

Step 10

To upload the trusted metadata file from your IdP, browse to locate the file.

The Upload IdP Metadata page opens and includes the path to the IdP. When the file upload finishes, you receive a notification message. The metadata exchange is now complete, and the trust relationship is in place.
Step 11

Clear the browser cache.
Step 12

Enter the valid credentials, when page is redirected to IdP.
Step 13

Click Next.

The Test SSO Setup page opens.
Step 14

Click Test SSO Setup.

A message appears telling you that the Cisco IdS configuration has succeeded.
Step 15

Click Settings.

Step 16

Click Security.

Step 17

Click Tokens.

Enter the duration for the following settings:

  • Refresh Token Expiry -- The default value is 10 hours. The minimum value is 2 hours. The maximum is 24 hours.

  • Authorization Code Expiry -- The default value is 1 minute, which is also the minimum. The maximum is 10 minutes.

  • Access Token Expiry -- The default value is 60 minutes. The minimum value is 5 minutes. The maximum is 120 minutes.

Step 18

Set the Encrypt Token (optional); the default setting is On.

Step 19

Click Save.

Step 20

Click Keys and Certificates.

The Generate Keys and SAML Certificate page opens and allows you to:

  • Regenerate the Encryption/Signature key by clicking Regenerate. A message appears to say that the Token Registration is successful and advises you to restart the system to complete the configuration.

  • Regenerate the SAML Certificate by clicking Regenerate. A message appears to say that the SAML certificate regeneration is successful.

Step 21

Click Save.

Step 22

Click Clients.

The Clients page identifies the existing Cisco IdS clients, providing the client name, the client ID, and a redirect URL. To search for a particular client, click the Search icon above the list of names and type the client's name.
Step 23

To add a client:

  1. Click Add Client.

  2. Enter the client's name.

  3. Enter the Redirect URL. To add more than one URL, click the plus icon.

  4. Click Add (or click Clear and then click the X to close the page without adding the client).

Step 24

To edit or delete a client, highlight the client row and click the ellipses under Actions. Then:

  • Click Edit to edit the client's name, ID, or redirect URL. On the Edit Client page, make changes and click Save (or click Clear and then click the X to close the page without saving edits).

  • Click Delete to delete the client.

Step 25

Click Settings.

Step 26

From the Settings page, click Troubleshooting to perform some optional troubleshooting.

Step 27

Set the local log level by choosing from Error, Warning, Info (the default), Debug, or Trace.

Step 28

To receive errors in Syslog format, enter the name of the Remote Syslog Server in the Host (Optional) field.

Step 29

Click Save.

You can now:

  • Register components with the Cisco IdS.

  • Enable (or disable) SSO for the entire deployment.

Establish Trust Relationship

To enable applications to use Cisco Identity Service (Cisco IdS) for Single Sign-On, perform the metadata exchange between the Cisco IdS and the Identity Provider (IdP).

  • Download the SAML SP Metadata file, sp.xml, on the Cisco IdS publisher primary node.

    1. Open Identity Service Management by doing either of the following:

      • Open the Identity Service Management window: https://<Cisco IdS server address>:8553/idsadmin.

      • In Unified CCE Administration, navigate to Features > Single Sign-On and click Identity Service Management.

    2. On the Settings > IdS Trust tab, download the SAML SP Metadata file, sp.xml.

  • Download the Identity Provider Metadata file, federationmetadata.xml, from the IdP. For example,

    1. For AD FS, download the Identity Provider Metadata file from the IdP at the location:

      https://<ADFSServer FQDN>/federationmetadata/2007-06/federationmetadata.xml.

    2. On the Identity Service Management page, upload the Identity Provider Metadata file that was downloaded in the previous step.

The SAML SSO uses trust authentication certificates to exchange authentication and authorization details between the IdP (such as AD FS) and the Cisco IdS. This secures the communication between the servers.


Note

Cisco IdS supports SAML self-signed certificates for authorization and authentication.

Integrate Cisco IdS to the AD FS

Procedure

Step 1

In AD FS, be sure that the default Authentication Type is set to Forms. (Cisco Identity Service requires the Identity Provider to provide form-based authentication.) See the Microsoft AD FS documentation for details.

Step 2

In AD FS server, open AD FS Management.

Step 3

Right-click AD FS -> Trust Relationships -> Relying Party Trust.

Step 4

From the menu, choose Add Relying Party Trust to launch the Add Relying Party Trust Wizard.

Step 5

In the Select Data Source step, choose the option Import data about the relying party from a file.

Step 6

Browse to the sp.xml file that you downloaded from Cisco Identity Server and complete the import to establish the relying party trust.

Step 7

Select the step Specify Display Name, and add a significant name you can use to identify the Relying Party Trust.

Step 8

For AD FS in Windows Server, select the option I do not want to configure multi-factor authentication settings for the relying party at this time in the Step Configure Multi-factor Authentication Now.

This step does not appear in AD FS 2.0 or 2.1. Continue with the next step.

Step 9

In the Step Choose Issuance Authorization Rules, select the option Permit all users to access this relying party and click Next.

Step 10

Click Next again to finish adding the relying party.

Step 11

Right-click on the Relying Party Trust and click Properties. Select the Identifiers tab.

Step 12

On the Identifiers tab, Set Display name to the name you specified when creating the Relying Party Trust, and set the Relying party identifier to the fully qualified hostname of the Cisco Identity Server from which sp.xml was downloaded.

Step 13

Still in Properties, select the Advanced tab.

Step 14

Select secure hash algorithm as SHA-1 and then click OK.

Note 
In the following steps, you configure two claim rules to specify the claims that are sent from AD FS to Cisco Identity Service as part of a successful SAML assertion:

  • A claim rule with the following custom claims, as AttributeStatements, in the assertion:

    • uid - Identifies the authenticated user in the claim sent to the applications.

    • user_principal - Identifies the authentication realm of the user in the assertion sent to Cisco Identity Service.

  • A second claim rule that is a NameID custom claim rule specifying the fully qualified domain name of the AD FS server and the Cisco IdS server.

Follow the steps to configure these rules.

Step 15

In Relying Party Trusts, right-click on the Relying Party Trust you created, and click Edit Claim Rules.

Step 16

Follow these steps to add a rule with Send LDAP Attributes as Claims as the Claim rule template.

  1. In the Issuance Transform Rules tab, click Add Rule.

  2. In the Step Choose Rule Type, select the claim rule template Send LDAP Attributes as Claims and click Next.

  3. In the Configure Claim Rule step, in the Claim rule name field, enter NameID.

  4. Set the Attribute store drop-down to Active Directory.

  5. Set the table Mapping of LDAP attributes to outgoing claim types to the appropriate LDAP Attributes and the corresponding Outgoing Claim Type for the type of user identifier you are using:

    • When the identifier is stored as a SAM-Account-Name attribute:

      1. Select an LDAP Attributeof SAM-Account-Name, and set the corresponding Outgoing Claim Type to uid (lowercase).

      2. Select a second LDAP Attribute of User-Principal-Name and set the corresponding Outgoing Claim Type to user_principal (lowercase).

    • When the identifier is a UPN:

      1. Select an LDAP Attributeof User-Principal-Name, and set the corresponding Outgoing Claim Type to uid (lowercase).

      2. Select a second LDAP Attribute of User-Principal-Name and set the corresponding Outgoing Claim Type to user_principal (lowercase).

    Note 

    The SAM-Account-Name or UPN choice is based on the User ID configured in the AW.

Step 17

Follow these steps to add a second rule with the template custom claim rule.

  1. Select Add Rule on the Edit Claim Rules window.

  2. Select Send Claims Using Custom Rule.

  3. Set the name of rule to the fully qualified domain name (FQDN) of the Cisco Identity Server publisher (primary) node.

  4. Add the following rule text: 

    c:[Type == "http://schemas.microsoft.com/ws/2008/06/identity/claims/windowsaccountname"] =>
 issue(Type = "http://schemas.xmlsoap.org/ws/2005/05/identity/claims/nameidentifier",
 Issuer = c.Issuer, OriginalIssuer = c.OriginalIssuer, Value = c.Value, ValueType = c.ValueType,
 Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/format"] =
 "urn:oasis:names:tc:SAML:2.0:nameid-format:transient",
 Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/namequalifier"] =
 "http://<AD FS Server FQDN>/adfs/services/trust",
 Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/spnamequalifier"] =
 "<fully qualified domain name of Cisco IdS>");

  5. Edit the script as follows:

    • Replace <ADFS Server FQDN> to match exactly (including case) the ADFS server FQDN (fully qualified domain name.)

    • Replace <Cisco IdS server FQDN> to match exactly (including case) the Cisco Identity Server FQDN.

Step 18

Add the following rules for Federated Scenario:

  1. Add the rule for Name ID:

    • In the Issuance Transform Rules tab, click Add.

    • Select the claim rule template as Pass Through or Filter an Incoming Claim.

    • In the Configure Claim Rule field, enter the claim rule name.

    • Select Incoming Claim type to Name ID.

    • Select Incoming name_ID format to Transient Identifier, then click Finish.

  2. Add the rule for uid:

    • In the Issuance Transform Rules tab, click Add.

    • Select the claim rule template as Pass Through or Filter an Incoming Claim.

    • In the Configure Claim Rule field, enter the claim rule name.

    • In the Incoming Claim type field, enter uid, then click Finish.

  3. Add the rule for user_principal:

    • In the Issuance Transform Rules tab, click Add.

    • Select the claim rule template as Pass Through or Filter an Incoming Claim.

    • In the Configure Claim Rule field, enter the claim rule name.

    • In the Incoming Claim type field, enter user_principal, then click Finish.

Step 19

Click OK.

Configure an Identity Provider (IdP)

To support SSO for the contact center solution, configure an Identity Provider (IdP) that is compliant with the Security Assertion Markup Language 2.0 (SAML v2) Oasis standard. The IdP stores user profiles and provides authentication services to the contact center solution.

This section provides sample configuration information for Microsoft AD FS.

Follow this sequence of tasks to configure the Identity Provider.

Sequence

Task

1

Install and Configure Active Directory Federation Services

2

Set Authentication Type. See Authentication Types.

4

Enable Signed SAML Assertions

5

Optionally Customize the AD FS Sign-In Page in Windows Server to Allow User ID

Install and Configure Active Directory Federation Services

Follow Microsoft instructions and guidelines to install Microsoft Active Directory Federation Services (AD FS).

For example, see Active Directory Federation Services Overview at https://technet.microsoft.com/en-us/library/hh831502(v=ws.11).aspx


Note

SSO for Unified CCE supports IdPs other than MS, and AD FS. For the list of supported IdPs see the Compatibility matrix https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html


Note

The certificate trust between the IdP and the Cisco Identity Service (Cisco IdS) requires SHA-1. (Certificate trust between Cisco IdS and the application browsers uses SHA-256.)


Note

Cisco IdS does not support AD FS Automatic Certificate Rollover. If the AD FS certificate gets rolled over, then re-establish the trust relationship between the IdS and AD FS.

Authentication Types

Cisco Identity Service supports form-based authentication and Kerberos windows authentication of the Identity Provider.

For information on enabling form-based authentication in ADFS, see Microsoft documentation:

For Kerberos authentication to work, ensure to disable the form-based authentication and follow the steps provided in the section Kerberos Authentication (Integrated Windows Authentication) at https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/200612-Configure-the-Identity-Provider-for-UCCX.html#anc19.

Enable Signed SAML Assertions

Enable Signed SAML Assertions for the Relying Party Trust (Cisco Identity Service).

Procedure
Step 1

Click Start and type powershell in the Search field to display the Windows Powershell icon.

Step 2

Right-click on the Windows Powershell program icon and select Run as administrator

Note 

All PowerShell commands in this procedure must be run in Administrator mode.
Step 3

Run the command, Set-ADFSRelyingPartyTrust -TargetName <Relying Party Trust Display Name> -SamlResponseSignature "MessageAndAssertion".

Note 

Set <Relying Party Trust Display Name> to exactly match (including case) the Identifier tab of the Relying Party Trust properties.

For example:

Set-ADFSRelyingPartyTrust -TargetName CUICPub.PCCERCDN.cisco.com -SamlResponseSignature "MessageAndAssertion".
Step 4

Navigate back to the Cisco Identity Service Management window.
Step 5

Click Settings.

By default IdS Trust tab is displayed.
Step 6

Click Next as you have already downloaded the required metadata.

Step 7

Click Next as you have already established trust relationship between IdP and IdS.

The configured IdP Entity ID is listed.

Note 

If reverse-proxy is configured for IdP, the IdP proxy url is listed at the bottom of the page.
Step 8

Click Test SSO Setup to test the required entity where the SSO Status displays Needs Validation.

SSO Status can be Successful, Unsuccessful, or Needs Validation.
Note 

If Unsuccessful, ensure that the claim you created on the AD FS is enabled or the rule has the correct names for IdS and AD FS.

Administrator client machine requires connectivity to reverse-proxy nodes for validating SSO connection with reverse-proxy.

Optionally Customize the AD FS Sign-In Page in Windows Server to Allow User ID

By default, the sign-in page presented to SSO users by AD FS in Windows Server requires a username that is a UPN. Usually this is an email format, for example, user@cisco.com. If your contact center solution is in a single domain, you can modify the sign-in page to allow your users to provide a simple User ID that does not include a domain name as part of the user name.

There are several methods you can use to customize the AD FS sign-in page. Look in the Microsoft AD FS in Windows Server documentation for details and procedures to configure alternate login IDs and customize the AD FS sign-in pages.

The following procedure is an example of one solution.

Procedure
Step 1

In the AD FS Relying Party Trust, change the NameID claim rule to map the chosen LDAP attribute to uid.

Step 2

Click the Windows Start control and type powershell in the Search field to display the Windows Powershell icon.

Step 3

Right-click on the Windows Powershell program icon and select Run as administrator

All PowerShell commands in this procedure must be run in Administrator mode.
Step 4

To allow sign-ins to AD FS using the sAMAccountName, run the following Powershell command:

Set-AdfsClaimsProviderTrust -TargetIdentifier "AD AUTHORITY" -AlternateLoginID sAMAccountName -LookupForests myDomain.com

In the LookupForests parameter, replace myDomain.com with the forest DNS that your users belong to.

Step 5

Run the following commands to export a theme:

mkdir C:\themeExport-AdfsWebTheme –Name default –DirectoryPath c:\theme
Step 6

Edit onload.js in C:\theme\script and add the following code at the bottom of the file. This code changes the theme so that the AD FS sign-in page does not require a domain name or an ampersand, "@", in the username. 

// Update the placeholder text to not include the domain
var userNameInput = document.getElementById("userNameInput");
if (userNameInput) {
 userNameInput.setAttribute("placeholder", "Username");
}
// Override submitLoginRequest to not have the "@" check
Login.submitLoginRequest = function () {
 var u = new InputUtil();
 var e = new LoginErrors();
 var userName = document.getElementById(Login.userNameInput);
 var password = document.getElementById(Login.passwordInput);
 if (!userName.value) {
  u.setError(userName, e.userNameFormatError);
  return false;
 }
 if (!password.value) {
  u.setError(password, e.passwordEmpty);
  return false;
 }
 document.forms['loginForm'].submit();
 return false;
};
Step 7

In Windows PowerShell, run the following commands to update the theme and make it active:

Set-AdfsWebTheme -TargetName custom -AdditionalFileResource @{Uri=’/adfs/portal/script/onload.js’;path="c:\theme\script\onload.js"}

Set-AdfsWebConfig -ActiveThemeName custom

Federation between Identity Provider(IdP)

Add Claim Description for AD FS 1

Procedure

Step 1

Open AD FS Management Console, select Service > Claim Descriptions.

Step 2

Right click Claim Descriptions and select Add Claim Descriptions.

Step 3

Create uid claim description:

  1. Enter the display name as uid.

  2. Enter the claim identifier as http://schemas.xmlsoap.org/ws/2005/05/identity/claims/uid.

  3. Check the Publish this claim description in federation metadata as a claim type that this Federation Service can accept check box.

  4. Check the Publish this claim description in federation metadata as a claim type that this Federation Service can send check box, then click OK.

Step 4

Create user_principal claim description:

  1. Enter the display name as user_principal.

  2. Enter the claim identifier as http://schemas.xmlsoap.org/ws/2005/05/identity/claims/user_principal.

  3. Check the Publish this claim description in federation metadata as a claim type that this Federation Service can accept check box.

  4. Check the Publish this claim description in federation metadata as a claim type that this Federation Service can send check box, then click OK.

    Important 

    After creating claim descriptions, update federation metadata of the claim provider trust in Hosted AD FS.

Add Claim Rules for Relying Party Trust in the AD FS 1

Use this procedure to add the Claim rules for the Relying Party Trust in the Customer AD FS:

Procedure

Step 1

Open AD FS Management Console.

Step 2

Select Trust Relationships > Relying Party Trusts.

Step 3

Select and right click the appropriate Relying party trust, then select Edit Claim Rules.

Step 4

Add a rule with Send LDAP Attributes as Claims as the Claim rule template.

  1. In the Issuance Transform Rules tab, click Add Rule. Select the claim rule template Send LDAP Attributes as Claims.

  2. For Configure Claim Rule, set the rule name as NameID.

  3. Select Attribute store to Active Directory.

  4. Map the LDAP attribute User-Principal-Name to the Outgoing Claim Type of user_principal (lowercase).

  5. Select one of the possible LDAP attributes that identifies application users and map it to uid (lowercase).

    Note 

    The rule that you create can use one of several possible LDAP attributes to identify the user. The exact mapping depends on which attribute the rule uses:

    • When the identifier is stored as a SAMAccountName attribute:

      • The Outgoing Claim Type uid maps to the LDAP attribute SAM-Account-Name.

      • The Outgoing Claim Type user_principal maps to the LDAP attribute User-Principal-Name.

    • When the identifier is a UPN:

      • The Outgoing Claim Type uid maps to the LDAP attribute User-Principal-Name.

      • The Outgoing Claim Type user_principal maps to the LDAP attribute User-Principal-Name.

Step 5

Add another rule with the template custom claim rule.

  1. Select Add Rule on the Edit Claim Rules window.

  2. Select Send Claims Using Custom Rule.

  3. Set the name of rule to the fully qualified domain name (FQDN) of the Cisco Identity Server publisher (primary) node.

  4. Add the following rule text: 

    c:[Type == "http://schemas.microsoft.com/ws/2008/06/identity/claims/windowsaccountname"] =>
 issue(Type = "http://schemas.xmlsoap.org/ws/2005/05/identity/claims/nameidentifier",
 Issuer = c.Issuer, OriginalIssuer = c.OriginalIssuer, Value = c.Value, ValueType = c.ValueType,
 Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/format"] =
 "urn:oasis:names:tc:SAML:2.0:nameid-format:transient",
 Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/namequalifier"] =
 "http://<AD FS Server FQDN>/adfs/services/trust",
 Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/spnamequalifier"] =
 "<fully qualified domain name of Cisco IdS>");

    • Set <AD FS Server FQDN> to match exactly (including case) the AD FS FQDN.

    • Set <fully qualified domain name of Cisco IdS> to match exactly (including case) the Cisco Identity Server FQDN.

Step 6

Click OK.

Add Claim Rules for Claim Provider Trust in the AD FS 2


Note

Add the claim rules for Claim Provider Trust in the ADFS where Cisco IDS is registered.

Procedure

Step 1

Open AD FS Management Console.

Step 2

Select Trust Relationships > Claim Provider Trusts.

Step 3

Select and right click the appropriate Claims provider trust, then select Edit Claim Rules.

Step 4

In the Acceptance Transform Rules tab, click Add.

Step 5

Add the rule for Name ID:

  1. Select the claim rule template as Pass Through or Filter an Incoming Claim.

  2. In the Configure Claim Rule field, enter the claim rule name.

  3. Select Incoming Claim type to Name ID.

  4. Select Incoming name_ID format to Transient Identifier, then click Finish.

Step 6

Add the rule for uid:

  1. Select the claim rule template as Transform an Incoming Claim.

  2. In the Configure Claim Rule field, enter the claim rule name.

  3. Select Incoming Claim type to http://schemas.xmlsoap.org/ws/2005/05/identity/claims/uid.

  4. Select Outgoing Claim type to uid, then click Finish.

Step 7

Add the rule for user_principal:

  1. Select the claim rule template as Transform an Incoming Claim.

  2. In the Configure Claim Rule field, enter the claim rule name.

  3. Select Incoming Claim type to http://schemas.xmlsoap.org/ws/2005/05/identity/claims/user_principal.

  4. Select Outgoing Claim type to user_principal, then click Finish.

Set up the System Inventory for Single Sign-On

Set up the System Inventory before configuring the Cisco Identity Service (Cisco IdS) and the components for single sign-on.

By default, the System Inventory displays a list of all of the AWs, Routers, and Peripheral Gateways in the deployment. Select the Principal AW to manage registering the components with the Cisco IdS and enabling them for SSO. Add the remaining SSO-capable machines to the System Inventory, and select the default Cisco IdS for each of the SSO-capable machines.

Procedure

Step 1

In Unified CCE Administration, navigate to Features > Single Sign-On.

Step 2

Set the Principal AW:

  1. Click the AW that you want to be the Principal AW.

    Note 

    If the AW is coresident with the Router, you can set the Principal AW on the Router.

    You can only specify one Principal AW for each Unified CCE system.

    The Edit AW popup window opens.

  2. Check the Principal AW check box on the General tab.

  3. Enter the Unified CCE Diagnostic Framework Service domain, username, and password.

    These credentials must be for a domain user who is a member of the Config security group for the instance. These credentials must be valid on all CCE components in your deployment (Routers, PGs, AWs, and so on).

  4. Click Save.

Step 3

Add the SSO-capable machines to the System Inventory:

  1. Click New.

    The Add Machine popup window opens.

  2. From the Type drop-down list, select one of the following types of machines:

    • Finesse Primary

    • CUIC, LD, IdS Publisher, for the coresident Unified Intelligence Center, Live Data, and Cisco IdS machine available in the 2000 agent or Progger (Lab only) reference design

    • Unified Intelligence Center Publisher, if you are using a standalone Unified Intelligence Center

    • Identity Service Primary, if you are using a standalone Cisco IdS

  3. In the Hostname field, enter the FQDN, IP address, or hostname of the machine.

    Note 

    If you do not enter the FQDN, the system converts the value you enter to FQDN.

  4. Enter the machine's Administration credentials.

  5. Click Save.

    The machine and its related Subscriber or Secondary machine are added to the System Inventory.

  6. Repeat this procedure to add all of the SSO-capable machines in the deployment.
Step 4

Select the default Identity Service for each of the following machines:

  • All Unified CCE AW servers

  • Finesse Primary and Secondary

  • Unified Intelligence Center Publisher and Subscriber

Note 

If you are using a coresident CUIC, LD, Ids Publisher and Subscriber, you do not need to set the default Cisco IdS for those machines.

In a standalone deployment, select the Cisco IdS that is deployed on the same Data Center Side (A or B) as the machine you are configuring. For example, in the Reference Deployment:

  • Select the Identity Service Publisher (IdS A) for AW-HDS-DDS 1, AW-HDS 3, Finesse 1 Pub, Finesse 2 Pub, CUIC Pub, and CUIC Sub 1.

  • Select the Identity Service Subscriber (Ids B) for AW-HDS-DDS 2, AW-HDS 4, Finesse 1 Sub, Finesse 2 Sub, CUIC Sub 2, and CUIC Sub 3.

For details on the Reference Deployment, see Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.

  1. Click a machine to open the Edit Machine popup window.

  2. Click the Search icon next to Default Identity Service to open the Select Identity Service popup window.

  3. Enter the machine name for the Cisco IdS in the Search field and choose the Cisco IdS from the list.

  4. Click Save.

What to do next

Be sure to update the System Inventory if you change your deployment:

  • If you add or remove contact center solution components from your deployment, make the corresponding changes in the System Inventory.

  • If you add or remove Cisco Identity Service machines or coresident CUIC-LD-IdS machines, update the System Inventory appropriately and reconfigure the Cisco IdS. Re-associate the components with a default Cisco IdS.

Reset Live Data Streaming Data Source After Upgrade and Migration

If you upgrade from Packaged CCE 11.0 to 11.5(1), and then switch from Packaged CCE to a Unified CCE: 4000 Agents Rogger deployment in which Unified Intelligence Center is installed coresident with Live Data and Cisco IdS, you must reset the Live Data Streaming Data Source.

In this situation, when you set up the coresident machine in the system inventory, the system generates a new username and password for the Live Data API service that does not match the existing credentials for the Live Data Streaming Data Source. As a result, the Live Data Streaming Data Source is no longer online.

Perform the following procedure to reset the Live Data Streaming Data Source:

Procedure

  • After you add the coresident CUIC, LD, IdS machine to the system inventory, access the Live Data CLI and run the following command:

    set live-data cuic-datasource


Note

For more information about Live Data CLI, see the Live Data CLI Commands section of the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Register Components and Set Single Sign-On Mode

If you add any SSO-compatible machines to the System Inventory after you register components with the Cisco IdS, those machines are registered automatically.

Before you begin

  • Configure the Cisco Identity Service (Cisco IdS).

  • Disable popup blockers. It enables viewing all test results correctly.

  • If you are using Internet Explorer, verify that:

    • It is not in the Compatibility Mode.

    • You are using the fully qualified domain name of AW to access the CCE Administration (for example, https://<FQDN>/cceadmin).

Procedure

Step 1

In the Unified CCE Administration, navigate to Features > Single Sign-On.

Step 2

Click the Register button to register all SSO-compatible components with the Cisco IdS.

The component status table displays the registration status of each component.

If a component fails to register, correct the error and click Retry.

Step 3

Click the Test button. When the new browser tab opens, you may be prompted to accept a certificate. In order for the page to load, accept any certificates. Then, when presented with a log in dialog, log in as a user with SSO credentials.

The test process verifies that each component has been configured correctly to reach the Identity Provider, and that the Cisco IdS successfully generates access tokens. Each component that you are setting up for SSO is tested.

The component status table displays the status of testing each component.

If a test is unsuccessful, correct the error, and then click Test again.

Test results are not saved. If you refresh the page, run the test again before enabling SSO.
Step 4

Select the SSO mode for the system from the Set Mode drop-down menu:

  • Non-SSO: This mode disables SSO for all agents and supervisors. Users log in using existing Active Directory-based local authentication.

  • Hybrid: This mode allows you to enable agents and supervisors selectively for SSO.

  • SSO: This mode enables SSO for all agents and supervisors.

The component status table displays the status of setting the SSO mode on each component.

If the SSO mode fails to be set on a component, correct the error, and then select the mode again.

Migration Considerations Before Enabling Single Sign-On

Administrator User and Single Sign-On in Unified Intelligence Center

During installation, Cisco Unified Intelligence Center creates an administrator user. This user is not enabled for SSO, as the user is known only to Unified Intelligence Center.

When you enable SSO, this administrator user is no longer able to log in to the Unified Intelligence Center and perform administrative tasks. These tasks include configuring datasources and setting permissions for other users, for example. To avoid this situation, perform the following steps before enabling SSO.

  1. Create a new SSO user who has the same roles and permissions as those of the administrator user.

  2. Log in to the CLI.

  3. Run the following command:

    utils cuic user make-admin username

in which the user name is the complete name of the new user, including the authenticator prefix as shown on the Unified Intelligence Center User List page.

The command, when executed, provides all the roles to the new user and copies all permissions from the administrator user to this new user.


Note

  • The administrator's group memberships are not copied to the new user by this CLI command and must be manually updated. The new user, now a Security Administrator, can set up the group memberships.

  • For any entity (for example, reports or report definitions), if this new user’s permissions provide higher privileges than the administrator, the privileges are left intact. The privileges are not overwritten by the execution of this CLI command.

Browser Settings and Single Sign-On

If you have enabled single sign-on and are using Internet Explorer, Chrome, or Firefox, verify that the browser options are set as shown in the following table. These settings specify that you do not want a new session of the browser to reopen tabs from a previous session. No changes are required for Internet Explorer.

Browser

Browser options to verify when using SSO

Internet Explorer

  1. Open Internet Explorer.

  2. Click the Tools (Alt+X) icon, and then click Internet options.

  3. In the General tab, click Tabs.

  4. From the When a new tab is opened, open: drop-down list, verify that the Your first home page option is selected.

Chrome

  1. Open Chrome.

  2. Click the Customize and control Google Chrome icon.

  3. Click Settings.

  4. In the On startup section of the Settings page, verify that the Open the New Tab page option is selected.

Firefox

  1. Open Firefox.

  2. Click the Open menu icon.

  3. Click Options.

  4. In the Startup section of the General page, verify that either the home page or a blank page is chosen in the When Firefox starts drop-down list.

Migrate Agents and Supervisors to Single Sign-On Accounts

If you are enabling SSO in an existing deployment, you can set the SSO state to hybrid to support a mix of SSO and non-SSO users. In hybrid mode, you can enable agents and supervisors selectively for SSO making it possible for you to transition your system to SSO in phases.

Use the procedures in this section to migrate groups of agents and supervisors to SSO accounts using the SSO Migration content file in the Unified CCE Administration Bulk Jobs tool. You use the Administration Bulk Jobs tool to download a content file containing records for agents and supervisors who have not migrated to SSO accounts. You modify the content file locally to specify SSO usernames for the existing agents and supervisors. Using the Administration Bulk Jobs tool again, you upload the content file to update the agents and supervisors usernames; the users are also automatically enabled for SSO.

The content file returns the first 12,000 agents and supervisors who have not been migrated to SSO accounts. After you run the bulk job to update users from that group of records, you can download the SSO Migration content file again to update additional agent and supervisor records.

If you do not want to migrate a user, delete the row for that user.

For instructions on how to setup SSO for Agent or Supervisor login, see the Configure the Cisco Identity Service.


Important

While the Finesse agent is logged in, changing the login name prevents the agent from answering or placing calls. In this situation, the agent can still change between ready and not_ready state. This affects all active agents, independent of whether SSO is enabled or disabled. Should you need to modify a login name, do so only after the corresponding agent is logged out. Note too that SSO migration (moving a non-SSO agent to be SSO-enabled, by either hybrid mode or global SSO mode) should not be done when the agent is logged in.

Procedure

Step 1

In Unified CCE Administration, navigate to Manage > Bulk Jobs.

Step 2

Download the SSO Migration bulk job content file.

  1. Click Templates.

    The Download Templates popup window opens.

  2. Click the Download icon for the SSO Migration template.

  3. Click OK to close the Download Templates popup window.

Step 3

Enter the SSO usernames in the SSO Migration content file.

  1. Open the template in Microsoft Excel. Update the newUserName field for the agents and supervisors whom you want to migrate to SSO accounts.

    The content file for the SSO migration bulk job contains these fields:

    Field

    Required?

    Description

    userName

    Yes

    The user's non-SSO username.

    firstName

    No

    The user's first name.

    lastName

    No

    The user's last name.

    newUserName

    No

    The user's new SSO username. Enter up to 255 ASCII characters.

    If you want to enable a user for SSO, but keep the current username, leave newUserName blank, or copy the value of userName into newUserName.

  2. Save the populated file locally.

Step 4

Create a bulk job to update the usernames in the database.

  1. Click New to open the New Bulk Job window.

  2. Enter an optional Description for the job.

  3. In the Content File field, browse to the SSO Migration content file you completed.

    The content file is validated before the bulk job is created.

  4. Click Save.

    The new bulk job appears in the list of bulk jobs. Optionally, click the bulk job to review the details and status for the bulk job. You can also download the log file for a bulk job.

    When the bulk job completes, the agents and supervisors are enabled for SSO and their usernames are updated. You can open an individual user's record to see the changes.

Step 5

Repeat this procedure, if needed, to migrate additional agents and supervisors to SSO usernames.

What to do next

After all of the agents and supervisors in your deployment are migrated to SSO accounts, you can enable SSO globally in your deployment.

Single Sign-On Migration and the Configuration Manager

When the global SSO-enabled setting is Hybrid, you can use several of the existing Unified CCE Configuration Manager tools to either:

  • Enable (or disable) users individually for single sign-on

  • Prevent changes to system configuration information access

Tool

General description

New functionality specific to single sign-on

Agent Explorer (in Explorer Tools)

Allows you to view, and (if you have maintenance privileges) define, delete, or edit agent records, routes, peripheral targets, labels, and their relationships. You can also designate an agent as a supervisor.

Includes an Enable single sign-on (SSO) option. Check the check box to require a selected agent to sign in with SSO authentication. Uncheck the check box to require Unified CCE authentication.

Note 

The check box is disabled when the global SSO-enabled setting is enabled or disabled.

Person Bulk Insert and Person Bulk Edit (in Bulk Configuration Tools)

Allow you to insert and update multiple configuration records in a single transaction from a single screen.

Allows you to view or change the person's SSO status. If the global SSO setting is hybrid, the person's SSO enabled setting is either:

  • Yes if the person uses SSO authentication

  • No if the person uses non-SSO authentication.

(If global SSO is enabled, the person's SSO setting is ignored. All agents use SSO authentication.

If global SSO is disabled, the person's SSO setting is ignored. All agents use non-SSO authentication.)

Note 
In Import or Export files, the Person SSO Enabled setting is recorded in the file as a number: Yes = 1, No = 0.

Person List (in List Tools)

Allows you to list the persons currently defined in the database, to define new persons, and to view, edit, or delete the records of existing persons.

Includes an Enable single sign-on (SSO) option. Check the check box to require an agent associated with a selected Person to sign in with SSO authentication. Uncheck the check box to require Unified CCE authentication.

Note 

The check box is disabled when the global SSO-enabled setting is enabled or disabled.

User List (in List Tools)

Allows you to list the users currently defined, associate new users with their Active Directory account, and view, edit, or delete the records of existing (nonsupervisor) users.

Prevents changes to Configuration Security Group membership or system information read-only access for SSO-enabled supervisors.

For more information, see the Explorer Tools online help, the Bulk Configuration Tools online help, or the List Tools online help.

Related Documentation

Refer to the following documents and other resources for more details about single sign-on.

See this information

Located here

For these details

Solution Design Guide for Cisco Unified Contact Center Enterprise

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html

Design considerations and guidelines for deploying the Cisco Unified CCE System.

Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

How to monitor and manage Unified Contact Center Enterprise (Unified CCE) and Cisco Unified Intelligent Contact Management Enterprise (Unified ICM).

Release Notes for Cisco Unified Contact Center Enterprise Solutions

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html

New features and changes for this release of the Unified CCE solution.

Virtualization for Unified Contact Center Enterprise

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html

Information about deploying Unified CCE (including single sign-on) on VMware.

Contact Center Enterprise Compatibility Matrix

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html

Unified CCE requirements.

Configuration Manager:

  • Explorer Tools

  • List Tools

Online help

Changes to support single sign-on.

Unified CCE Administration Single Sign-On Tool

Online help

Changes to support single sign-on.

System Inventory Tool

This guide.

Information related to adding SSO-compatible components to the inventory.

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