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.
