• 5.19 • 5.2 • 5.3 • 5.8

Configuration in Bright Pattern

The following guide assumes you have configured a ForgeRock Identity Provider and Exported the relevant metatdata.

The steps below describe how to configure the single sign-on integration in Bright Pattern’s Administrator application.

Bright Pattern Applications

The Contact Center Administrator application (i.e., “https://<tenant>.brightpattern.com/admin”) is where contact center resources are configured and managed at the system administrator level. For more information, see the Contact Center Administrator Guide.

The Agent Desktop application (i.e., “https://<tenant>.brightpattern.com/agentdesktop”) is where contact center agents and supervisors interact with customers and other users. For more information, see the Agent Guide.

Procedure

Step 1: Ask your Service Provider to enable the SSO integration for your Contact Center

Ensure your service provider has enabled SSO for your contact center before continuing.

Step 2: Create SSO integration account in Contact Center Administrator

For SSO to work, you must also enable it for your contact center in SSO integration account properties.

1. In the Contact Center Administrator application, go to Call Center Configuration > Integration Account.
   
   
2. Click the Add account button (+) to create a new integration account.
   
   
3. Select account type Single Sign-On.
   
   
4. Name the account (e.g., “ForgeRock”).
   
   
5. Select the checkbox for Enable Single Sign-On.
   
   
6. Optionally, select the checkbox Use SSO for administrator portal login.
   • When selected, SSO will be used to authenticate users of both the Agent Desktop and the Administrator Portal.
   • When not selected, SSO will only be used to authenticate Agent Desktop users, while Administrator Portal users will login with their BPCC credentials.
     
     
7. Enter the Identity Provider Single Sign-On URL, typically formatted as follows:
   
   http://<FQDN>:8080/openam/saml2/jsp/idpSSOInit.jsp?metaAlias=/idp&spEntityID=http://<BPSPHostname>/agentdesktop/sso/redirect&binding=urn:oasis:names:tc:SAML:2.0:bindings:HTTP-POST
   
   
8. Enter the Identity Provider Single Sign-On Logout URL that initiates logout from your identity provider.
   
   
9. Then, beside Identity Provider Certificate, hover your cursor over “empty” and click EDIT.
   
   
10. In the dialog that pops up, paste your certificate to the certificate option.
    
    
11. Click Apply to save your changes.

Step 3: Create a user

Before you can test that SSO works, you will need to create a dummy user.

1. In the Contact Center Administrator application, go to Users & Teams > Users.
   
   
2. Click the Add user button to create a new user.
   
   
3. Set the username as “user1” and specify the desired password.
   
   
4. Click Apply to save your changes.

Step 4: Test SSO in Agent Desktop

You can try logging in to Agent Desktop with the username and password you just created.

1. Go to the Agent Desktop application (e.g., http://<bpsp_hostname>/agentdesktop).
   
   
2. The login page should redirect you to the ForgeRock login page.
   
   
3. Enter the credentials for “user1” that you just created.
   
   
4. The system will then redirect you to Agent Desktop as the logged-in user.< Previous | Next >