Managing tenant access

Last Updated : Sep 04, 2025 |

To use CMS tenancy, enable the Tenancy feature package. Tenancy enables you to partition a subset of ACD resources and assign them to specific tenants. Resources assigned to one tenant are isolated from those in other tenant partitions. Therefore, tenants do not share agents, call work codes, splits/skills, trunk groups, VDNs, or vectors. However, some resources can be shared across all tenants.

Tenant users have access only at the tenant level. Each tenant user has access to a restricted set of call center resources and data based on their tenant assignment. You can assign a tenant user to multiple tenants. Tenant users can create custom reports or design reports that only they can access.

Impact of ACD administration

Although CMS and ACD tenancy features are not directly linked, ACD configuration affects how calls are routed and delivered to agents. This configuration impacts the data shown in CMS tenant reports.

For example:

  • Agent 1 and Skill 1 are assigned to CMS Tenant 1.

  • Agent 2 and Skill 2 are assigned to CMS Tenant 2.

If Agent 1 logs in to Skill 2 and receives calls for Skill 2, Tenant 1 users will see Skill 2 call data in reports for Agent 1. Even though Tenant 1 users are restricted to running reports for agents assigned to Tenant 1, CMS displays all call data for Agent 1 to ensure report completeness. Hence, Tenant 1 users will see data for skills assigned to other tenants.

To avoid data inconsistencies, plan tenant administration in both ACD and CMS before implementation.