Inhalt/Content
Introduction
Via tenants different information for all assigned areas can be defined and delimited from each other by assigning roles and rights. This also includes system accounts such as those used for external callbacks or forwarding. In addition, channels used, standard business hours and service levels, among other things, can be set separately for each tenant.
Creation of a new tenant: Edit mask
To create a new tenant, open the tenant list via the main menu in the supervisor Administration –> System –> Tenants. There you can open the edit mask for creating a new tenant by clicking the New button above the list.
General
Name and description can be defined on the first tab General.
Settings
Here settings are made e.g. for the transfer of the received CC addresses into the reply proposal as well as configurations for spell check, service level, standard business hours and used channels.
Account Settings
Different “Please do not reply”-addresses can be defined separately for each tenant. It is also possible to define separate default accounts (IMAP/POP3) for tenants.
Individual Settings
Can usually be ignored. Apps may store the information they need here.
If the feature iMAIL4LETTER is activated, it is possible to change the stylesheets and the default output directory for used PDF templates.
Call Connector App
After saving the new tenant, additional tabs may be available. This tab appears if Call Integration is active on the iAGENT system. Here you can specify a prefix for the telephone system that decides which phone number is signaled for outgoing calls for this tenant.
If a trunk is configured in the connected telephone system to which the prefix or postfix specified here is assigned, the phone number that was stored in the telephone system on the trunk is signaled for an outgoing call.
Phone Ticket Configuration
This tab is also only displayed if Call Integration is active. Certain settings regarding the phone tickets generated by calls can be made here.
Further necessary configurations for new tenants
- The tenant must be selected and saved on at least one system group in order to be used somewhere. With this, all underlying supervisor and agent groups are automatically assigned to this tenant, along with the categories of the agent groups, of course.
- If the agents are assigned to several different agent groups below different tenant at the same time, the agent will be asked to specify which tenant they want to log in for at the moment. Here, however, there is also the option in the standard to log in for all of them at the same time – but this option can also be deactivated.
- A new tenant usually brings new categories with it, which must be created according to the instructions Creating a Category.
- Answering requests may also require new answer templates with customized design, letterhead and footer, which are then assigned to the categories.
- Bottleneck escalation: It is possible to automatically recategorize requests for a tenant that currently has a very high backlog into another category of another tenant after a deadline to speed up processing and spread the load.