Businesses that provide hosted contact center services can increase their cost advantage by sharing resources with multiple tenants. For example, service providers can share the maximum skill capacity of 8000 skills on a single Communication Manager instance with multiple tenants. However, sharing of resources presents problems related to voice and data security. For example, delivery of calls to unintended tenants is a breach in security.
With the Match Agent and Skill Partitions feature, administrators can ensure that calls for one tenant do not flow to another tenant. Communication Manager prevents the assignment of skills with Tenant Numbers (TNs) for which agents must not receive calls.
To apply administrative restrictions, this feature provides the following optional fields on the Agent LoginID screen:
Check skill TN to match LoginID TN: This field is applicable when Tenant Partitioning is active for the system.
Include Tenant Calling Permissions: This field is applicable when the Check skill TN to match LoginID TN field is y.
When you administer the Check skill TN to match LoginID TN field, Communication Manager checks all skills that you assign to an agent login ID. If the TN of a skill and the login ID do not match, Communication Manager displays an error message and prevents incorrect skill assignments to the login ID.
This administrative restriction is also applicable when:
Note:
When agents or supervisors use the Add Skill Feature Access Code (FAC) feature to change agent skills, Communication Manager performs TN assignment validation checks. These checks are independent of the field settings in the Check skill TN to match LoginID TN and Include Tenant Calling Permissions fields. These optional fields do not change the current operation that Communication Manager performs for the Add/Remove Skills via FAC feature.
You can grant tenant calling permissions on the Tenant screen and administer the Include Tenant Calling Permissions field. Agents can then receive calls for more than one TN.
If you change a skill TN and Tenant Partitioning is active for the system, Communication Manager displays a warning message. The warning message indicates that changing the TN might cause a mismatch of agent-skill partitions. Furthermore, if you change the TN of a login ID, Communication Manager rechecks all skills that you assigned to the login ID. If Communication Manager finds a mismatch, Communication Manager prevents change in the TN of the login ID.
For more information, see Administering Avaya Aura® Call Center Elite.
