Multi Tenancy and Multiple Time Zones with Genesys

[tot3nkopf]

Hello everybody,

I have spent a day reading about this in all kinds of documentations that I have, but I have failed to find something summarized and comprehensive regarding all genesys components.

I couldn't answer the following:
- What are the advantages that multi-tenancy offeres compared to user restrictions from CME? (that is what restrictions does user profiling have against multi tenant environment) (need the response to take under consideration administration/configuration and reporting applications, logging)
- In a multi site with multiple time zones environment how does genesys behave: reporting, supervision, logs (T-server, URS, ORS, etc)? (I know that from reporting perspective looks quite simple - different ODS, GMT time column with stored data, but it is not quite clear how this information appears to users, tenants, supervisors present on other sites for example).

Can somebody make these things clear for me (or is there a comprehensive -presales- document that specifies these)?

Thank you.

[Steve]

Multi-tenancy provides a single CME Environment for a number of totally separate "customers". Each have their own routing solution, their own reporting etc. Nothing built in one tenant is visible to any other tenant. There is a small part of CME which remains outside of the tenants for the administration of the platform.

The advantage of this is the total separation, which could become a disadvantage later if 2 of your tenants want to merge.

An alternative is Configuration Units, these work in a similar way to multi-tenancy, but you need to enforce separation by using permissions. You can give each customer their own config unit with their own applications, but you can give users from one access to the others if required. Again you need a admin team outside of the config units.

The disadvantage here is that you have to set up and maintain permissions, but as the level of separation is up to you this could be an advantage. This setup would be much easier if you wanted a single integrated reporting solution for example.