Nextiva Contact Center - Automatic User Creation via Single Sign-On (SSO)

Automatic user creation lets people sign in to NCC via single sign-on (SSO) for the first time without an administrator precreating their account. The first time someone authenticates, NCC creates their user account using details provided by their identity provider, such as Azure, Google, Okta, Salesforce, or ServiceNow.

Configuration Steps

• Enable Automatic User Creation

• Assign a User Profile

• Assign Queues (Optional)

Note: This feature only triggers at sign-in. NCC never checks your identity provider on its own. If someone is removed from your identity provider, they won't be able to sign in again; their existing NCC account is left untouched. Deactivating or deleting NCC accounts is still a manual step for administrators.

This is a tenant-wide setting, not tied to any single SSO provider. Turning it on affects every SSO method configured for your tenant — so even if you consider only one identity provider, all will be affected.

One thing to check beforehand: newly created accounts always get lowercase usernames. If users in your tenant already have usernames with capital letters (for example, Jane.Doe@example.com), the next SSO sign-in may not match them to the existing account and could create a second account. If your tenant isn’t brand new, have your Nextiva representative check this before you enable automatic user creation.

To turn on Automatic User Creation, follow these steps:

1. Log in to NCC as an administrator.

2. Click the Options Menu icon.

   

3. In the “Search…” field, enter the word “Tenant”.

4. Click the Tenant icon.

   

5. Click the ellipses (…) in the header.

   

6. Click OAuth Sign-Up.

   

7. Switch on the Automatic User Creation toggle.
   

1. Click the file icon above the User Profile Identifier field.

   

2. Click the radio button next to the profile that should be applied to new accounts.

   

Note: If you skip this step, new users default to the Agent profile. Since this profile controls what a person can do the moment they land in NCC, it's worth choosing rather than letting it fall back to the default.

1. Click the file icon above the Queues field.
   
   

   

2. Click the checkbox(es) next to the queue(s).

   

Note: You don't have to assign any queues. If you leave it blank, new users are created without any queue assignments, and you can always add them later.

Your changes will be saved automatically.

When Automatic User Creation makes a new account, that account:

• Is active immediately, so the person can start using NCC in the same session they signed in.

• Has a username taken from their email address, always in lowercase.

• Receives the profile set in User Profile Identifier, or the Agent profile if that field was left blank.

• Joins any queues assigned, if applicable.

• Includes first name, last name, and language automatically, whenever the identity provider supplies that information.

Note: Occasionally a user gets created, but the queue assignment doesn't go through — the account itself is still fine and usable. If someone reports they can't see the queues they expect, that's the likely cause, and you can just add them manually.

There are a few situations where NCC will intentionally refuse to create an account. In each case, the sign-in attempt simply fails rather than leaving behind a half-created user.

Note: If someone still can't sign in after ruling out everything above, reach out to Nextiva Support with the tenant name, the person's email address, and roughly when they tried.