CCaaS Bulk Synchronization Service

Configure and manage user synchronization between your directory service and CCaaS.

How Synchronization Works

  1. Identify Managed Users: The process begins by fetching all users from CCaaS who have the selected "User Sync Custom Role". This forms the "current user list".
  2. Build Directory List: It then gathers all users from every directory group defined in the "Group Mappings" section. This creates a comprehensive "directory user list" of everyone who *should* exist in CCaaS.
  3. Process Additions: The system compares the two lists. Any user in the directory list but not in the current CCaaS list (or who is 'Inactive' in CCaaS) is added to an "add" list.
  4. Process Deactivations: Any user in the current CCaaS list who is 'Active' but is *not* found in the directory list is added to a "deactivate" list.
  5. Process Updates: For users in both lists, the system compares their assigned teams and roles. If there's a mismatch, the user is added to an "update" list with the correct assignments.
  6. Submit Changes: Finally, the "add", "deactivate", and "update" lists are combined into a single request and submitted to the CCaaS Bulk API to apply all changes at once.

CCaaS Configuration

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Sync Schedule

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Enter a valid cron schedule string.

Wait time after upload before checking job status.

Directory Configuration

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Select the role that identifies users managed by this synchronization service.

Select which Entra ID attribute to use as the user's email address in CCaaS.

Group Mappings

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CCaaS Bulk Jobs

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ID Created At Status Actions
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Run Synchronization

Would you like to run a full sync to apply changes, or a simulation to only view the potential changes?

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Google Workspace Service Account Setup

To allow this application to read users and groups from Google Workspace, you need to create a Google Cloud Service Account and grant it specific, read-only permissions.

  1. Go to the Service Accounts page in the Google Cloud Console.
  2. Create a new service account.
  3. Create a JSON key for the service account and download it.
  4. Go to the Google Workspace Admin Console.
  5. Navigate to Security > Access and data control > API controls.
  6. Click Manage Domain-Wide Delegation and add a new API client.
  7. For the Client ID, use the `client_id` from the downloaded JSON key.
  8. For the OAuth Scopes, add the following two scopes:
    • https://www.googleapis.com/auth/admin.directory.user.readonly
    • https://www.googleapis.com/auth/admin.directory.group.readonly
  9. Click Authorize.

Once complete, import the downloaded JSON key file or paste its contents into the text area.

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