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.