Managing tenant access

Last Updated : Sep 04, 2025 |
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To use CMS tenancy, ensure that the Tenancy feature package is enabled. With tenancy, you can partition a subset of ACD resources and assign these resources to tenants. The call center resources assigned to one tenant partition are isolated from the resources in the other tenant partitions. Therefore, different tenants on an ACD do not share agents, call work codes, split/skills, trunk groups, VDNs, and vectors. Some call center resources can be assigned across all tenants.
Users that are created as tenant users have tenant-level access only. Each tenant user has access to a restricted set of call center resources and data based on their tenant assignment. A tenant user can be granted access to more than one tenant. Note that a tenant user can create custom reports or design reports that only they can access.

ACD administration impact

The CMS and ACD tenancy features are not directly related. However, the ACD configuration controls how calls are handled and delivered to agents. Therefore, ACD administration impacts the data 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, the tenant 1 users will see the skill 2 call data in reports run for agent 1. Even though the tenant user is restricted to running reports for agents assigned to tenant 1, CMS will display all the call data for agent 1. This means that the tenant user will see call data for skills assigned to a different tenant. CMS must display all the data for an agent or the summary data will be incomplete. Therefore, you must carefully plan tenant administration on both the ACD and CMS prior to implementation.