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Subject: New Tenant CustomerName

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:

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

To create a new tenant, go to sysmgmt > Tenants and click on button, a window like this will appear:

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

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:

1. You will see all the Skill Levels by selecting all users in the drop-down menu.
2. 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.

To perform the tests, follow these steps:

On the sysmgmt, enter a test number: Sysmgmt > Phone System > Access Numbers, click on 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

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.

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.

In Directory > Dial-out Entries create a dial-out rule. Example: Press the button:

• Digits: 0039
• Is a prefix (not a complete number):
• Remove prefix:
• 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

Now login on the Agent Desktop, ensure you have granted the required permissions and authorized the domain.
Under Settings > Phone Device, also ensure you have checked the WebRTC option.


Get ready:

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).
Lastly remove the test number from the tenant and send the reply email with the results.