Emulating Tenants without Multi-Tenant environment

[victor]

Hi,

one of our clients is running on a single-tenant environment, but has a service that is ... wait for it... wait for it... wait for it... SUPER SECRET ! Usually, that would be sufficient for them to either upgrade to multi-tenant or build a new call center altogether. Unfortunately, due some rather unique circumstances, we need to have this super secret group operate on the existing environment.

The main concern is to prevent operators and/or SVs not associated with this section from seeing operators, queues, etc associated with this clandestine operation and vice versa.

My biggest problem is CCP and CCA. I think Access Groups can be used to achieve this but assigning the agents into separate access groups.

Would it work? What would be better (other than purchasing multi-tenant environment)

Best regards,
Vic

[Steve]

Vic

I'd go for configuration units, one under resources and one under environment (if required). It would then simple to create access groups inside the config units that can access them, whilst those outside wouldn't have any permissions to even see them.

If you need multiple config units it helps to give them names starting with a space ie " First", " Second", " Third", then then stack up neatly at the top of the resources (and environment) folder, rather than "First" hiding between "Filters" and "Formats".

Steve

[cavagnaro]

For CCA I would create or install another ODS/ETL and create templates that only allow me to see the AG/GA/Queues, etc that the SV of that section will see, so passwords are unique and DBs will not have any info about the other side.