About Tenants and Tenant Mappings

Tenants

A tenant represents a real world organization which has been configured as a customer definition in Unified CCE. For each customer definition created in Unified CCE (a remote tenant), a corresponding tenant can be created in Analytics. Just as Unified CCE enforces telephony isolation between tenants, visibility and management of tenants is controlled within Analytics via the security model.

The isolation of each tenant within Analytics means that a tenant folder does not inherit the permissions and properties of the Root folder. Each tenant folder has an individual set of security permissions and user groups. While users who are members of the customer organization that the tenant represents will need access to view and manage resources within a tenant, only system wide or host administrators should be given access to manage the tenants themselves.

Tenants cannot be created or deleted in Analytics. They are set up using the Integrated Configuration Environment (ICE) Cluster Configuration tool. See the eGain Analytics Installation and Configuration Guide for more details.

Prefix Rules

A prefix rule is a rule which is used by Analytics to move remote resources to a specific folder based on a naming convention or taxonomy. Prefix rules are matched against the Internal Name (Enterprise Name) of an item.

When remote resources such as Agents, Call Types, and Dialed Numbers are first imported into Analytics they are placed in a default location based on the following rules:

  • If eGain Analytics can determine the tenant which owns the item from information stored in Unified CCE then the item will be placed in the root of the owning tenant.

  • If eGain Analytics cannot determine the tenant which owns the item from information stored within Unified CCE then the item will be placed in the corresponding ‘equipment’ folder under the Unallocated folder. The Unallocated folder contains an equipment folder for each Unified CCE which is configured for use with eGain Analytics.

Prefix rules automate the movement of remote resources which are imported into eGain Analytics from Unified CCE. They reduce the administrative overhead of manually moving items, which can be significant for large systems with complex folder structures.

The movement of items according to prefix rules is carried out by a scheduled process which runs overnight.

You can manually move a resource that matches a prefix rule to another location. If you do this, the resource will remain in the new location unless the new location is a sub-folder of the /Unallocated folder. In that case, the resource will be moved back to the location defined by the rule the next time the prefix management process runs, unless the rule is disabled or deleted.

Equipment Mappings

Equipment mappings define the relationships between the contact center equipment and the eGain Analytics tenants and folders. Items created on the contact center equipment are imported into Analytics to the mapped tenants and folders, and items created in Analytics are provisioned to the mapped remote equipment.

The equipment mappings are read-only in the Analytics Web Application. They have been set up in the eGain Analytics Integrated Configuration Environment (ICE) cluster configuration.

For more information on equipment mapping, refer to the eGain Analytics Installation and Configuration Guide.

Prefixes and Multi-tenanted Environments

When more than one tenant shares the same Unified CCE environment, resources may be shared between them. The host administrator must ensure that different prefix rules are used for each tenant that shares the same Unified CCE environment.

If a resource matches prefix rules on more than one tenant on the same Unified CCE equipment, the tenant that is ordered first alphabetically within eGain Analytics will ‘own’ that shared resource and the movement of that resource. Rules configured for subsequent tenants on the same equipment will not be applied.

If resources are moved between different tenants on the same Unified CCE equipment, any prefix rules that applied to the resource on the original tenant will not apply until the resource is moved back to the previous tenant or the Unallocated folder. This is because a prefix rule only applies within the scope of the tenant for which it is defined and the Unallocated folder.

Managing Self Care

To change the default call routing mechanism that is shown when setting up the distribution of calls to a dialed number (self care):

  1. In Resource Manager, in the Folder Tree panel, select the folder containing the tenant you want to change the self care for. The Items panel displays a list of the resources contained in the folder.

  2. Select Folder (at this level tenants are just another type of folder). The Items panel changes to a list view showing each of the folders and tenants at this location.

  3. Click on the tenant you want to edit. The tenant details are displayed in the Details panel.

  4. Click the Self Care tab.

  5. Choose the desired Default Call Routing Mechanism from the drop-down list:

    • None: The global default call routing mechanism for Analytics is used. Contact your system administrator for details.

    • Maximum Active Calls: Calls will be distributed to the label with the highest priority. When its maximum active call limit is reached, calls will be distributed to the label with the next highest priority.

    • Weighting: Calls will be distributed between labels according to the percentages set for each.

  6. Click Save.

Self care is licensed separately and may not be available on your system. The Self Care tab is not available when a new record is first created. It is only available when an existing record is being edited.

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