Tenants

This documentation is intended for the global administrators only as customers, partners or tenant administrators do not have access here.

Create a Tenant

As a Global Administrator, navigate to the portal and login.

In the side menu, click the Tenants option.

You may view and modify settings for existing tenants or Provision a new one.

Click the provision button and a modal opens with 4 tabs.

Details

Provide the name, license type and number of allowed concurrent agents (includes supervisors) as received through the purchase order.

Email subscribers

Provide the administrator email address. The system will send an invitiation to this email address.

Provide the email notification subscribers. Both fields are optional.

Configuration

Select the voice environment(s) this particular tenant will be associated to.

Optionally set destination groups.

Enable or disable scripting for this tenant.

Set the default conversation recording behavior if this a non-MS Teams tenant. - Disabled. Recording functionalities are disabled and are not visible through the portal and the agent interface. - Don't record. Recording functionalities are enabled, visible through the portal and the agent interface, but the system does not automatically record conversations. - Record. Recording functionalities are enabled, visible through the portal and the agent interface, the system does automatically record conversations.

Set the default workitem thresholds.

Features

• Enable Power BI. Allows access to the Odata feed.
• Enable translations. Allows access to the 3rd party translation feature for chat.

Edit a Tenant

After provisioning (creating and configuring) a tenant, Voice environments cannot be changed.

You may modify these fields:

• Name of the tenant
• License
• Number of allowed concurrent agents
• Destination group
• Recording behavior & connections.
• Data retention period.
• Campaign record retention period.
• Features.