Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Tenant Space
Updated on 2024-10-12 GMT+08:00
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Tenant Space

When you sign in to your tenant space for the first time, you need to understand the resources allocated to the tenant space and the usage restrictions.

You can use an allocated business account to sign in to the AICC.

Figure 1 Sign-in navigation
After you sign in to the system using a business account, the home page is displayed by default. If the home page is closed, you can click Home Page from the menu to open it.
Figure 2 Home Page
  • Call center indicator statistics: Currently, indicator statistics are displayed only for a tenant administrator.
    • Total calls: Total number of calls in the tenant space on the current day.
    • Abandon calls: Total number of lost calls in the tenant space on the current day.
    • Calls in queue: Real-time indicator, which collects statistics on the number of queuing inbound calls in the tenant space.
    • Virtual Call Center Trends of the Day: Line chart that displays the number of inbound calls and the number of outbound calls of the VDN on the current day.

      Click or for the inbound or outbound call indicator respectively to select or deselect the call indicator of the VDN on the current day.

  • Quick Entry
    1. By default, the following quick menu entries are selected for a tenant administrator: Employee, Role, Skill, Agent Management, Access Code, Called Party, Channel Configuration, Gateway Configuration, SMS Configuration, and Rest Reason. By default, all quick menu entries are displayed on the home page. Click to collapse some quick menu entries.

      By default, the following quick menu entries are selected for an agent: Agent Parameter, Contact Record, Operation Record, Transfer Record, Rest Record, Agent Monitor, Recording, Task Query, Task Result, and Review Mgmt. By default, some quick menu entries are displayed on the home page. Click to expand all quick menu entries.

    2. Click . The page for setting quick entries is displayed.

    3. Click to quickly create a case. This quick entry is displayed only when the Case 2.0 feature is enabled for the tenant space.

    4. Set quick menu entries.
      1. To deselect an unnecessary quick menu entry, click corresponding to the entry under Selected shortcut menu or click corresponding to the entry among available entries.
      2. To select a required quick menu entry, click among available entries. You can drag the selected quick menu entries to adjust their display sequence.
      3. Click Save. The setting of quick menu entries is complete.
  • My To Do
    • Outbound Task: This tab page is displayed only when the intelligent outbound call feature is enabled for the tenant space. Information about all configured outbound call tasks in the tenant space is displayed.
    • Message: Information about all messages left in the tenant space is displayed.
  • Help Center: The help center provides documents to guide how to quickly configure agents and robots and use the call center.
    • : Go to the knowledge base home page. This function is available only when the knowledge base feature is enabled for the tenant space.
    • : Go to the Huawei forum home page.

    The help center is not supported in the OP integration environment.

  • Notification Center: All notifications of the current business account are displayed.
    • : Go to the notification sending page.
    • Click More. The Notification Center page is displayed.
    • : A notification is not read. You can click the notification to view its details.

You can view basic tenant space information, tenant space resources, and the settings to be configured.

  • You can choose Configuration Center > System Management > Tenant Information to view basic tenant space information, existing resource information, and tenant space features that can be customized.
    Figure 3 Basic information

    Only features can be configured. Other information, including tenant and resource information, cannot be modified. To modify the basic information and resource information, contact Huawei operations personnel. Tenant space features that can be customized include:

    • Intelligent Recognition: Configure whether agents are intelligent agents. After this feature is enabled, you can set the intelligent agent assistant and flow code parameters for intelligent agent access.
    • Mobile Agent/One-Click Bidirectional Call
      • After the system administrator enables the mobile agent feature for your tenant space, you can enable this feature to implement mobile agent functions.
      • After the system administrator enables the one-click bidirectional call feature for your tenant space, you can enable this feature to implement one-click bidirectional call functions.
    • Voice Notification Flag: After the system administrator enables the voice notification feature for your tenant space, you can enable this feature to implement voice notification functions.
    • Anonymous Outbound Call Flag: After the system administrator enables the anonymous outbound call feature for your tenant space, you can enable this feature to implement anonymous outbound call functions.
    • Breakdown Voice: You can enable this feature to play a prompt tone when the tenant space system is faulty. For details, see Configuring the Fault Prompt Tone.
  • The most important AICC resources are agent resources. You can choose Configuration Center > Employee Center > Agent Management to view details about the agents in your tenant space.
    Figure 4 Agent management

    You can view the number of agents, and the agent ID and softphone number of each agent. These resources cannot be modified.

    The number of agents of a type cannot exceed the number of agents of this type allocated by the system administrator. As a tenant space administrator, you need to configure roles of agents, business accounts associated with agents, skill queues of agents, and features of each agent. For details, see Associating an Allocated Agent ID with a Business Account and Skill Queue.

    The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.

  • In addition to agents, you also need to configure skill queues and called routes for complete calls. A tenant space has a certain number of default skill queues. You can also create skill queues as required. Your tenant space has access codes that have been allocated during provisioning. To increase access codes, contact Huawei O&M personnel.

    After associating agents, skill queues, and access codes, you can use an OpenEye softphone number to test call functions.