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--- procedures:new_tenant_creation [2026/02/25 14:58] – gemma.coppeta
+++ procedures:new_tenant_creation [2026/02/26 14:36] (current) – gemma.coppeta
@@ Line 1: / Line 1: @@
  ====== New tenant creation ======
+To learn more, visit the {{0:bplogo.png?25}}[[https://help.brightpattern.com/5.19:Service-provider-guide/Introduction/Overview | Bright Pattern official documentation]] .
-=== Steps ===
-  * Create a new **tenant**.
-  * Add the purchased **numbers** to the shared file [[https://becloudsolutionssrl.sharepoint.com/:x:/r/sites/IT_Billing/_layouts/15/Doc.aspx?sourcedoc=%7B03326DA4-B2C5-4838-9706-0EBAF2190980%7D&file=Costi-fornitori-Tecnici.xlsx&action=default&mobileredirect=true|Costi fornitori tecnici]].
-  * Add the customer's **name** to the file [[https://becloudsolutionssrl.sharepoint.com/:x:/r/sites/IT_Billing/_layouts/15/Doc.aspx?sourcedoc=%7B313F6BC5-5A4F-4CFC-BA4E-902C23F8D496%7D&file=Traffico-Telefonico_2026.xlsx&action=default&mobileredirect=true | Traffico Telefonico]].
-  * Add the purchased **numbers** to the file [[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs/src/branch/main/numbers.csv | CDRs numbers]].
-  * Create the **Customer object** in the customers array in the [[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs/src/branch/main/cdrs.py | cdrs.py]].
-  * Create the **Result object** in the results array in the [[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs/src/branch/main/Monthly/monthlyResults.py | monthlyResults.py]] file.
-  * The customer's **name** must be added in the customers array to the [[https://git.ccaas.becloudsolutions.com/BeCloud/Recharges/src/branch/main/recharges.php | Recharges]] file.
-  * The customer's **name** must be added to the [[https://grafana.ccaas.becloudsolutions.com/d/cedg4a4h1qxa8f/voice-balance-monitor?orgId=1&from=now-6h&to=now&timezone=browser | Voice balance dashboard]] on Grafana.
-  * An [[https://grafana.ccaas.becloudsolutions.com/alerting/list |Alert rule]] on Grafana must be created for the new customer.
-  * The customer's **name** must be added to the Monitor database.
 ===== Email template =====
-**Subject: New Tenant //CustomerName//**
+{{0:outlooklogo.png?20}} **Subject: New Tenant //CustomerName//**
-> Ciao
+> Buongiorno,
 > Scrivo in quanto avrei necessità della creazione di un nuovo Tenant dedicato a //CustomerName// (new customer) su istanza //AWS Region//.
 > Di seguito i dettagli del Tenant:
+>  - __Nome__ (dominio dedicato, da creare)/(senza dominio): “//CustomerName//.beincontact.becloudsolutions.com”
+>  - __Limiti__:
+>      - //N// concurrent users - //N// named users
+>      - //N// agents
+>      - //N// supervisor (team leader licenses)
+>      - //N// administrator
+>  - __Numeri da associare__: //Numbers//
+>
+> Puoi copiare (per tutte le configurazioni necessarie, al netto delle utenze), le feature del Tenant //“**CustomerName**”//.
+>
+> **Schedula, per favore, l’attività per //date//.**
+> Resto a disposizione.
+> Grazie
+Once you have created and tested the tenant, the response will be as follows:
+{{0:outlooklogo.png?20}} **Subject: R: New Tenant //CustomerName//**
+> Buongiorno,
+> Di seguito le specifiche del tenant:
+>
+>  **Tenant Name** : //CustomerName//
+>  **Access domain** : //CustomerName//.beincontact.becloudsolutions.com
+>  **SIP domain** :  //CustomerName//.beincontact.becloudsolutions.com
+>  **Tenant limits** :  //N// named, //N// concurrent
+>  **Nostro accesso** : "admin" con solita password
+>  **Numeri assegnati** :
+>      - //Number// - //Result//
+>      - //Number// - //Result//
+>  **Provato inbound/outbound con utente admin**  : //Status//
+>  **Regola dial-out** : //Status//
+>  **Regola Access Number** : Unassigned
+>  **Collegamento a DB** : //Status//
+>  **Puntamento Report** : //Status//
+>  **Statistiche presenti nell' Interaction Records** : //Status//
+>
+>
+>  Rimango a disposizione
+===== Sysmgmt =====
+{{0:configuration.png?22}}To create a new tenant, go to [[https://beincontact.becloudsolutions.com/sysmgmt/ | sysmgmt]] > Tenants and click on {{0:createtenantbp.png?30}} button, a window like this will appear: \\
+{{0:newtenantbp.png?270}} \\
+\\
+**Tenant**
+  * **Name**: the name must be formatted in the same way as the others
+  * **Access domain**: if they have the **domain** then //CustomerName.becloudsolutions.com//, if they don't, then //CustomerName.it//
+  * **SIP domain**: it must be the same as the **Access domain**
+  * **Default language**:  it depends on the customer
+  * **Default time zone**: it depends on the customer
+  * **Default country**: it depends on the customer
+  * **Region**: click the //Default// option
+**Administrator**
+  * **Username**: admin
+  * **Password**: is the same for all tenants
+  * **First name**: User
+  * **Last name**: Super
+  * **Email address**: support@becloudsolutions.com
+**Licensable limits**
+  * **Concurrent users**
+    * **Maximum users**: enter the ones indicated in the email
+  * **Named (configured) users**
+    * **Maximum users**: enter the ones indicated in the email
+**Reporting DB**
+  * **Database server**: click on the **DB1 - DB2** option
+  * **Database name**: it must be the same as the others, it is automatically created, but double check if it's correct
+  * **Username**: it is automatically created
+  * **Password**: it is automatically created
+Once you have created the tenant, you will see it with the following sections:
+  * Properties: this contains the information you entered previously (make sure the status is active)
+  * Features: you need to copy the tenant features indicated in the email
+  * Limits: these depends on the project
+  * Contacts: leave blank
+  * Resources: this will be populated when access numbers associated with this tenant are added
+  * Reporting DB:  make sure the Test connection is successful and then click Apply to database
+  * Usage: no changes are needed
+  * Advanced: make sure you copy the same options that are listed in the tenant you are copying
+===== Admin =====
+{{0:configuration.png?22}}In the admin page, the configurations you will need to modify are in the **//Configuration//** section.
+You will need to make sure you copy all the relevant fields from the sample tenant **specified in the email**.
+Obviously, in the sections you will find custom elements that have been created for that specific tenant, you don't have to copy these ones.
+Here are some things to pay particular attention to:
+  - You will see all the //Skill Levels// by selecting all users in the drop-down menu.
+  - For the guides in the //Help Screens// section: the default guides are from Bright Pattern, and you will need to **replace them with the official BeCloud guides**, which you can find on AWS S3. \\ __Please note that there is a drop-down menu with “Agent Desktop” and “Contact Center Administrator,” and you will need to change the guides for both options__.
+===== Testing =====
+{{0:test.png?22}}To perform the tests, follow these steps:
+=== Sysmgmt ===
+On the [[https://beincontact.becloudsolutions.com/sysmgmt/ | sysmgmt]], enter a test number:
+Sysmgmt > Phone System > Access Numbers, click on {{0:addtenantbp.png?30}} button and fill in only the following fields:
+  * **Number**: with the number you want to test
+  * **Carrier**: with the carrier that provided us with the number
+  * **Tenant**: the new tenant we created
+  * **Media type**: voice-only
+  * **Trunks**: based on where the numbering is located
+=== Admin ===
+On the admin page:
+in Admin > Directory > Access Numbers you will find the number you just added in the sysmgmt. \\
+You will make some call to try Inbound and Outbound.
+== Inbound ==
+Select the number you added in //Access Numbers// and in //Destination// you have to select the **//user//** option. A //User// field will appear, select "User Super" and then //Apply//. \\
+== Outbound ==
+In Directory > Dial-out Entries create a dial-out rule.
+Example:
+Press the {{0:addtenantbp.png?30}} button:
+  * **Digits**: 0039
+  * **Is a prefix (not a complete number)**: {{0:check.png?15}}
+  * **Remove prefix**: {{0:check.png?15}}
+  * **Insert prefix**: leave empty
+  * **Set service (if not set by agent)**: << None >>
+  * **Direct mapping of internal phones**: leave empty
+  * **Use Caller ID from service configuration if service information is available, otherwise use this number**: the number you want to test
+=== Agent Desktop ===
-===== IT Billing =====
+Now login on the [[https://beincontact.becloudsolutions.com/| Agent Desktop]], ensure you have granted the required permissions and authorized the domain. \\
-The purchased **numbers** must be entered in the shared file in  {{0:sharepoint.png?20}}[[https://becloudsolutionssrl.sharepoint.com/:x:/r/sites/IT_Billing/_layouts/15/Doc.aspx?sourcedoc=%7B03326DA4-B2C5-4838-9706-0EBAF2190980%7D&file=Costi-fornitori-Tecnici.xlsx&action=default&mobileredirect=true|IT Billing]] for **technical supplier costs**.
+Under Settings > Phone Device, also ensure you have checked the WebRTC option. \\
-\\ Depending on the carrier you are using, you will need to add a row to the table or add a unit in the quantity column.\\
+{{0:phonedevicebp.png?150}} {{0:webrtcbp.png?310}}
-The customer's **name** must be added to the {{0:sharepoint.png?20}}[[https://becloudsolutionssrl.sharepoint.com/:x:/r/sites/IT_Billing/_layouts/15/Doc.aspx?sourcedoc=%7B313F6BC5-5A4F-4CFC-BA4E-902C23F8D496%7D&file=Traffico-Telefonico_2026.xlsx&action=default&mobileredirect=true | Traffico Telefonico]] file.
-\\ Add a new sheet, copy an existing one and delete the data inside of it. \\
-===== BeCloud's Git =====
-Once you open {{0:logobecloud.png?30}}[[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs | this link]], you will find yourself in the CDRs repository. \\
-  * Click on [[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs/src/branch/main/numbers.csv | numbers.csv]], then click on the {{0:editgitea.png?25}} //edit// button and add one or more lines with the **number**, customer's **name** and the **rate** applied to the number.
-  * Click on [[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs/src/branch/main/cdrs.py | cdrs.py]], then click the {{0:editgitea.png?25}} //edit// button and create the **Customer object** with the customer's **name** and all **zeros** in the customers array. The zeros will be filled in during the course of the code and represent the inbound/outbound cost for each carrier. \\ Follow this example: <code python>customers = [
-        Customer("Name",0,0,0,0,0,0,0,0,0,0,0,0),
-...
-] </code>
-  * Click on the [[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs/src/branch/main/Monthly/ | Monthly folder]] and on [[https://git.ccaas.becloudsolutions.com/BeCloud/CDRs/src/branch/main/Monthly/monthlyResults.py | monthlyResults.py]], then click the {{0:editgitea.png?25}} //edit// button and create the **Result object** with the customer's **name**, the name of the **carrier** in  **__all caps__** and all **zeros** in the results array. The zeros will be filled in during the code and represent the inbound/outbound cost of BeCloud and the customer. \\ Follow this example: <code python>results = [
-        Result("Name","CARRIER",0,0,0,0),
-...
-] </code>
 \\
-Once you open {{0:logobecloud.png?30}}[[https://git.ccaas.becloudsolutions.com/BeCloud/Recharges | this link]], you will find yourself in the Recharges repository. \\ Click on [[https://git.ccaas.becloudsolutions.com/BeCloud/Recharges/src/branch/main/recharges.php | recharges.php]], then click the {{0:editgitea.png?25}} //edit// button and add the customer's **name** in the customers array.
+\\
+Get ready: \\ {{0:readybp.png?160}} \\ and try to make an inbound call (from your **phone** to the **number** entered in the tenant) and an outbound call (from the **agent desktop** phone bar to your **phone number**). \\
-===== Grafana =====
+Lastly remove the test number from the tenant and send the reply email with the results.
-  * Once you open {{0:grafana.png?50}}[[https://grafana.ccaas.becloudsolutions.com/d/cedg4a4h1qxa8f/voice-balance-monitor?orgId=1&from=now-6h&to=now&timezone=browser | this link]], you will find yourself in the Voice balance monitor. \\ To add a new customer, you have to click the {{0:editgrafana.png?36}} //edit// button, then go to an existing panel, click on the //three dots//, hover your mouse over the “more” option and then click on //duplicate//.{{0:duplicategrafana.png?250}}\\ Once you have created the copy, you will need to edit it by **replacing** the field //title// and the value of the column //customer// with the name of the new customer. \\ Here's an example with the customer //"Alidays"//: \\ {{0:titlegrafana.png?250}} \\ {{0:customergrafana.png}} \\ Now you can **save** and exit the edit mode.
-  * Once you open {{0:grafana.png?50}}[[https://grafana.ccaas.becloudsolutions.com/alerting/list| this link]], you will find yourself in the Alert rules list and you have to look to the Balances_monitor. \\ To add a new customer, you have to click the //more// button of an existing alert rule and click on //duplicate// \\ {{0:duplicatealertrulesgrafana.png}} \\ Once you have created the copy, you will need to edit it by **replacing** the field //title// and the value of the column //customer// with the name of the new customer. \\ Here's an example with the customer //"Alidays"//: \\ {{0:titlealertrulesgrafana.png?320}} \\ {{0:customergrafana.png}} \\ Now you can **save** and exit the edit mode.
-===== Database =====
-You must add the customer's name to the **“recharges”** and **“customers”** tables in the **Monitor** database of the **Monitoring** machine.