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Vonage Contact Center and SCIM integration for user provisioning

Vonage Contact Center and SCIM integration for user provisioning

Provisioned feature

The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.

Overview

Vonage Contact Center (VCC) supports automated user provisioning and deprovisioning through SCIM (System for Cross-domain Identity Management) integration with Microsoft Entra ID (formerly Azure AD). This integration synchronizes user identity data between Entra ID and VCC, automating user lifecycle management.

Key capabilities:

  • Automatic user creation when assigned in Entra ID.

  • Immediate account deactivation when unassigned or deactivated in Entra ID.

  • Continuous synchronization of user attributes (name, email, phone number).

  • Centralized identity management with Entra ID as a single source of truth.

Limitations

Limitation

Description

Limitation

Description

Identity provider

  • Only Microsoft Entra ID is supported.

Scope of provisioning

  • SCIM only provisions user accounts and identity data (username, email, name, phone, active status).

  • Roles, skills, queues, and extensions require manual configuration in VCC.

Sync direction

  • Synchronization is one-way: from Entra ID to VCC only.

  • Modifications made in VCC do not sync back to Entra ID.

Sync frequency

Entra ID synchronization timing varies by operation type:

  • Deprovisioning (user deactivation): Within 1 minute.

  • New user provisioning: Within 5-10 minutes.

  • Attribute updates: Up to 40 minutes.

Existing users

  • SCIM does not link existing VCC users to Entra ID users.

  • When you assign a user in Entra ID, SCIM attempts to create a new VCC account. If that username already exists in VCC, provisioning fails with a duplicate username error.

User deletion

  • Deprovisioning in Entra ID archives users in VCC (sets active=false) rather than permanently deleting them. User records and historical data are retained.

  • Permanent deletion requires contacting Vonage Customer Support.

Prerequisites

Requirement

Details

Requirement

Details

Microsoft Entra ID

You must have an active Entra ID tenant with an Azure AD Premium P1 or P2 license.

Entra ID permissions

You must have a Global Administrator or Privileged Role Administrator role in Entra ID.

VCC Administrator role

You must have administrator access to the VCC Admin Portal.

SCIM integration to VCC

SCIM provisioning must be enabled for your VCC account.

Network connectivity

Azure must be able to reach VCC servers over HTTPS. Corporate firewalls may need to allow outbound connections from Azure to VCC.

Configuration

Step 1: Create an Enterprise application in Entra ID

Location: Microsoft Entra Admin Center.

  1. Navigate to Microsoft Entra Admin Center.

  2. Sign in with Global Administrator credentials.

  3. Go to Entra ID > Enterprise applications.

  4. Click + New application.

  5. Click + Create your own application.

  6. Enter the application name, for example, VCC SCIM Integration.

  7. Select Integrate any other application you don't find in the gallery (Non-gallery) and click Create.

Step 2: Enable SCIM in VCC

Location: VCC Admin Portal.

  1. Log in to the VCC Admin Portal as an Administrator.

  2. Navigate to Account Settings > User Provisioning.

  3. Click Enable SCIM.

  4. Click Generate New Token.

  5. Copy and securely store both values immediately:

    • SCIM URL (example format: https://[domain]/scim-adapter/v2).

    • Secret Token.

Warning

The Secret Token is displayed only once. If the window is closed without copying, you must regenerate the token, which invalidates the previous token.

  1. Click Done

Step 3: Configure provisioning in Entra ID

Location: Microsoft Entra Admin Center > Enterprise applications.

  1. Navigate to Entra ID > Enterprise applications and open your VCC application.

  2. Navigate to Provisioning.

  3. Set Provisioning Mode to Automatic.

  4. Under Admin Credentials:

    • Tenant URL: Paste SCIM URL from VCC.

    • Secret Token: Paste Secret Token from VCC.

  5. Click Test Connection and verify that the success message appears.

  6. Click Save.

Step 4: Configure attribute mappings

Location: Microsoft Entra Admin Center > Enterprise applications > Your VCC application > Provisioning.

  1. On the Provisioning page, click Mappings.

  2. Click Provision Microsoft Entra ID Users.

  3. Verify the required mappings are present:

Microsoft Entra ID attribute

VCC SCIM attribute

Required?

Microsoft Entra ID attribute

VCC SCIM attribute

Required?

userPrincipalName

userName

Yes

Switch([IsSoftDeleted], , "False", "True", "True", "False")

active

Yes

displayName

displayName

Yes

mail

emails[type eq "work"].value

Yes

telephoneNumber

phoneNumbers[type eq "work"].value

No

Requires expression mapping. See phone number configuration below.

givenName

name.givenName

No

surname

name.familyName

No

mailNickname

externalId

No

  1. Remove unnecessary default mappings (title, addresses, manager, department, etc.).

  2. Click Save to save all mappings.

Configure phone number expression (optional)

If your agents require phone numbers in VCC:

  1. Locate mapping: phoneNumbers[type eq "work"].value.

  2. Click Edit.

  3. Change Mapping type to Expression.

  4. Enter expression: StripSpaces([telephoneNumber]).

Note

Without this expression, phone numbers with spaces will fail validation.

  1. Verify Target attribute: phoneNumbers[type eq "work"].value.

  2. Click OK.

  3. Click Save to save all mappings.

Step 5: Assign users

Location: Microsoft Entra Admin Center > Enterprise applications > Your VCC application.

  1. In your VCC application, navigate to Users.

  2. Click + New user.

  3. Select users to provision.

  4. Click Assign.

Step 6: Start provisioning

Location: Microsoft Entra Admin Center > Enterprise applications > Your VCC application > Provisioning.

  1. Return to the Provisioning page.

  2. Set Provisioning Status to On.

  3. Click Save.

Provisioning begins immediately and synchronizes every 40 minutes thereafter.

Verify provisioning

System

Verification steps

System

Verification steps

Entra ID

Navigate to Provisioning > Provisioning logs to monitor activity.

VCC Admin Portal

Navigate to User Admin > Users to verify that provisioned users appear.

Expected timing

Users appear within 5-10 minutes of assignment, or up to 40 minutes depending on sync cycle.

Post-provisioning configuration

SCIM creates user accounts with identity information only. Before provisioned users can work in VCC, administrators must manually configure the following in the VCC Admin Portal:

  • Role assignment: Agent, Supervisor, or Administrator.

  • Skills: Customer support, technical support, billing, languages, etc.

  • Queue assignments: The call queues that the user can handle.

  • Extension configuration: Phone extension number and settings.

  • Phone system preferences: Additional telephony settings.

Restrictions for SCIM users

  • Username, email, display name, and phone number cannot be edited in the VCC Admin Portal. To update these fields, make changes in Entra ID.

  • The Clone user feature is disabled for SCIM-provisioned users.

Support and documentation feedback

For general assistance, please contact Customer Support.

For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.