Integration between PureCloud Architect Inbound Flow and Azure Active Directory - Microsoft Graph

[wchavez]

Good morning Forum:

We are looking for an integration between a PureCloud Architect Inbound Flow and an Azure Active Directory service, in order to have the following use case done in one of our customer´s PureCloud organization:

Use case:

• Context: the customer has an Azure Active Directory solution to manage their employees related information and has PureCloud to manage the contact center operation.
• A contact center customer in this use case is one of the employees registered in the Azure Active Directory.
• The contact center agents are not registered in Azure Active Directory as employees.

What we want to do is that when a contact center customer (the Organization´s Employee) calls to the PureCloud contact center:

1. First the code of the Organization´s Employee should be requested by the inbound flow.
2. Then, the related information of that Organization´s employee should be gathered by the inbound flow, by requesting to the Azure Active Directory service based on the entered code in 1).
3. Then the call must be transfered to a contact center operation´s queue with a Screen Pop Script that should have the information related to the Organization´s Employee that was gathered in 2).

We were looking for documentation about PureCloud - Azure Active Directory services integration and found the following reference:
Configure Azure Active Directory SCIM

This approach helps Organizations to synchronize their Azure Active Directory´s users and groups with PureCloud but it is not the right approach, for this use case, because the Contact Center has not users registered in the Active Directory.

So, we continue looked for information, and we found the following service the Microsoft team offer to be used in Azure and also in Azure Active Directory:

1. Microsoft Graph API : it opens a REST API - JSON based - to be used from other services and applications and implements an authentication protocol (OAuth). Apparently, it would allow us to make HTTP requests to its endpoint in order to get the users related information using the following API endpoint:

   1.1. Authentication basics

   1.2. Authentication OAuth2

   1.3. Endpoint to be used in order to get the user related information

We are not sure what of the following Web Service Data Action Authentication approaches we would use in order to authenticate to that Microsoft Graph API. Would you please confirm us if we could continue to make some testing with this approach (Microsoft Graph API), and, if it would be possible, what of the following credential types we should configure in the Web Service Data Action and with what parameters, in order to get this integration done?

1. Web Services Data Action - Credential Types

And also, in the endpoint that allow us to request the token, the content-type is defined as:

Content-Type: application/x-www-form-urlencoded
how can we make a request from a Web Services Data Action in PureCloud based on that specification?:
2. Get a Microsoft Graph API token.

We appreciate if you can guide us and help us on how can we get this use case done and if is it possible.

Thank you. We appreciate your help.