Multi-Tenancy

• Secure partitioning of tenant data and resources
• Dynamic provisioning of tenant and landlord side resources such as agent extensions, call outcomes, trunk quotas etc.
• Dynamic set up of individual tenant configuration such as recording paths, campaign configuration, IVR configuration, queue membership etc.
• High speed dialer engine allows all tenants to run at full speed simultaneously.
• Full compliance with strict local dialing regulations, configurable by individual campaign.
• Shared resources (such as telephony resources) may be allocated equally between tenants or tenant quotas may be set.
• Extensive landlord configuration and reporting options with robust security protection of line of business data.
• Easily integrated with other 3rd party database and agent side applications.
• Fast recovery failover solutions and high server resilience.

A tenant comes into life through a tenant commissioning message Commission Tenant [C1] being sent to Softdial CallGem™, and goes out of existence as a result of a decommissioning message Decommission Tenant [D1] being sent. A tenant is associated with the services of one particular telephony layer (identified by the Identify CTI (IC) parameter).

If the telephony layer identified in the commissioning message ( __singlecti by default) does not exist, the tenant will fail to commission.

If the telephony layer associated with the tenant goes through existence failure, the tenant will not be decommissioned immediately. Agents will remain logged in and calls in progress will continue (if the telephony system has not disconnected them), but no new calls will be launched until the telephony layer has re-connected.

In the case of

• the default tenant -
  Softdial CallGem™ monitors for presence of the default telephony layer, and upon this being present, Softdial CallGem™ itself will commission the default tenant.
• other configured tenants -
  Softdial Campaign Manager™ (or the 3rd party equivalent) sends the commissioning message. Softdial Campaign Manager™ server monitors for presence of telephony layers (via the Enumerate Switches [ES]\ Switch Data [SZ] message pair) and upon seeing the telephony layer that the tenant is associated with, will send the commissioning message and set its state such that campaigns can be started.

The following sequence of events takes place to bring the tenant's facilities to a state of being usable:

1. Check that the tenant Repository exists. If it does not, create a basic configuration.
2. Get the tenant configuration from Repository. Use this to form a Tenant Parameters [P1] message to set the properties of the tenant
3. Process any static configuration messages in Name Spaces/_tenantConfig/<TENANT>/Static Configuration. This will normally include opening the System campaign.

   The System campaign is strictly optional. It does not have to be part of a tenant, even the default tenant.

4. Process any turret configurations for the tenant.

Softdial Repository™ is a configuration database. It stores information used by Softdial CallGem™ during the process of commissioning a tenant, opening a campaign etc. but is just a config database, i.e. passive. Because a tenant configuration appears in Repository, it does not mean that tenant is active, just that it has been configured at some time.

Tenants are 'commissioned' and 'decommissioned' using the Commission Tenant [C1] and Decommission Tenant [D1] API messages respectively. The Provision Tenant [A1] message is sent prior to commissioning to set up the tenant Repository configuration.

The commissioning process involves creating a System campaign and running static and turret configurations for each tenant.

New management messages, Enumerate Tenants [E1], Tenant State [S1] and TenantData [Z1] query and report on tenant state. A new tenant-specific Close All [CL] message closes all campaigns running on the specified tenant.

For more details, see Multiple Tenant Issues. Also check the latest API Updates for information about recent API changes.