Client Certificates for Single-Sign-On of SAP Contact Center CDT

Client Certificates for Single-Sign-On of SAP Contact Center CDT

Single-Sign-On (SSO) can be enabled for SAP Contact Center users. This KB article assumes the backend has been already setup to allow SSO with the Front-End Virtual Unit. For Cloud Edition customers, this is enabled for you automatically.

How it Works

Each user is required to have their own unique certificate with a unique certificate Common Name (CN). This certificate needs to be a "Client" certificate. Read the following link if you're not sure what that is: https://blogs.msdn.microsoft.com/kaushal/2012/02/17/client-certificates-vs-server-certificates/ 

When a user launches their CDT, Contact Center attempts to make a match between certificates installed in the local PC and certificates assigned in Contact Center to individual users. This match is based on the certificate CN and Issuer.

When a match is found, the user is logged in automatically and no username/password is required.

Important Note About Issuer

  • Certificates that are "self-signed" (for instance, created by your organization's certificate authority) must have the Certificate Authority (CA) trusted by the SAP Contact Center servers (e.g. the CA must be recognized and trusted in each server that will process Agent Front-End logins). This means installing the root CA as a Trusted Root or Intermediate Authority. 
  • Cloud Edition customers will need to provide SAP with the root CA to install 
  • If you generate the client certificates from a commonly trusted CA (e.g. commercial certificate from Verisign or Thawte etc.) then you do not have to install the root CA on the server.

How to Configure a User for SSO
  • Launch your System Configurator
  • You need the rights to add or modify users
  • Navigate to "User and Role Management" > "Users"
  • Open the User you wish to configure
  • Expand the section called "Certificates"
  • Fill out the Certificate "Subject" (the CN) and the Issuer (the CA)
  • Save the user

For More Information


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