Define the Tenant

This section assumes that the Tenant Info tab (see the following screen capture) is currently the active tab in the Tenant Creation page. If the Tenant Info tab is not the active tab, click on the tab to make it the active tab.

Notice that the Tenant Info tab consists of two parts:

  • The Tenant Definition Section on the left side of the page (circled and identified in the above screen capture).

  • The Application Assignment Section on the right side of the page (circled and identified in the above screen capture).

In the Tenant Definition Section of the Tenant Info tab, enter the following information to define the new tenant:

  • Tenant Name - Required. Enter a name for the new tenant. The name can be between three and 100 characters in length.

  • Instance Name -Required. The three-character code that is added to the tenant name (for example: tenant@ABC) to identify the tenant company to the tenant software and database. The code can be any unique alphanumeric three-character string. Once set and saved, you will be unable to change the instance name.

  • Description - Enter a short description of the new tenant.

  • Source System - Required. Click anywhere in the box to open the drop-down menu and select a source system to which to associate the new tenant. Remember that the source system includes the database used by the tenant. If there is no source system that meets the needs of the new tenant, you must create one before continuing. For information about creating a new source system for the new tenant, Add a New Source System.

  • Program Type - The type of access used by the customer. Click anywhere in the box to open the drop-down menu and select the access type. You can select one of the following options:

    • HCS Customer - A customer who accesses the tenant software using "Cloud" access (the tenant software and database is installed on eLoyalty servers). The customer connects to the product over the Internet and logs in using the format: username@xxx (where username represents the username assigned to a user and xxx represents the three-character instance name).

    • Premise Customer - A customer for whom both the software and the database are installed on their own servers. This option places more burden on the customer who will have to maintain the servers.

    • Flex Customer - A customer who uses their own servers for part of the installation (for example, the software) and uses the eLoyalty servers for the rest of the installation (for example, the database).

In the Application Assignment Section of the Tenant Info tab, you can assign or unassign applications to or from the new tenant. The following screen capture illustrates the Application Assignment Section with default settings.

You can assign or unassign one or more of the following applications or functions to or from the tenant.

Basic Options: Select or deselect one or more applications, functions, or options to fit the customer's needs.

  • Contact Center (assigned by default, for important information about the Contact Center option, see the note in the end of this section.)
    • Finesse® (assigned by default)
    • icDesktop.NET
    • icIntellect (assigned by default)
    • icList
  • icRoute (assigned by default)
  • Email Interaction Manager

Calabrio Options: Assign one or more options to fit the customer's needs.

  • Calabrio® AQM
  • Calabrio Work Force Management
  • Compliance Recording
  • Quality Management
  • Speech Analytics

Unified Contact Center Enterprise: Select or deselect one or both options.

  • Unified Contact Center Enterprise (assigned by default)
    • UCCE Dialer

Unified Call Manager: All options are assigned by default.

  • IP Telephone
  • Unity

For each application, function, or option perform one of the following actions:

  • To assign an application, function, or option that is not preassigned by default, click on the slider control to change the "OFF" setting to "ON".

  • To unassign an application, function, or option that is preassigned by default, click on the slider control to change the "ON" setting to "OFF".

Important Note:

Several applications require the Contact Center application to be assigned before assigning those applications (referred to as "dependent applications"). Because of that requirement, the Tenant Management Tool is set up in a way that ensures that the Contact Center application is assigned before you are allowed to assign one or more of the dependent applications (Finesse, icDesktop.NET, icIntellect, and icList). In fact, if the Contact Center application is not assigned, the dependent applications are not even visible. See the following screen capture.

After assigning the Contact Center application by clicking on the slider control to change the "OFF" setting to "ON", the list of dependent applications is expanded. See the following screen capture.

This ensures that you cannot assign a dependent application without first assigning the Contact Center application. When expanded, and dependent on the needs of the new tenant, you can now assign or unassign one or more of the displayed applications. Remember that if you disable the Contact Center application when one or more dependent applications are assigned, you also disable all dependent applications. In addition, the list of dependent applications is minimized.

The Finesse and icRoute setup tabs are available only if the corresponding applications are enabled in the Application Assignment section. If you unassign either Finesse (Cisco® Finesse) or icRoute (or both) from the tenant, the corresponding tab or tabs are also removed. If, later, the tenant has a need for either Finesse or icRoute, you can enable one or both applications later. When you enable these applications, the corresponding tab (or tabs) is added automatically.

You can click on the following links for information about the Finesse and icRoute tabs:

Enable Acqueon LCM Integration with Humanify Portal Campaigns

To enable integration between Acqueon LCM and Humanify Portal Campaigns:

  1. In Tenant Management Tool, select Tenants menu.
  2. Edit the desired tenant.
  3. Under the Tenant Info tab, set the Campaigns icList slider to ON.

  1. In Humanify Portal, access the Campaigns menu.
  2. Edit the desired campaign.
  3. Select the Dialer and Delay Settings tab.
  4. Under Retries, ensure the icList™ LCM Managed Campaign is selected.

When you have finished adding information to the Tenant Info tab to define the new tenant, perform the following actions:

  • Click on the Save button to save your tenant definition information.
  • Click on the Active Directory tab to continue to set up the new tenant.
  • Jump to Set Up the Active Directory.