Specifications

CHAPTER 2 NDA-24213
Page 18
Issue 3.0
System Requirements
Multi-tenant MIS Considerations—Split Numbering
8. Multi-tenant MIS Considerations—Split Numbering
The assignment of split numbers in the CallCenterWorX MIS is relative to the number of tenants being served
by the entire system (which can be as many as 9 tenants). A single MIS application can number only one usable
Split 1 in the system. It does not employ the naming conventions used by the ACD, which starts numbering for
each tenant at Split 1 (such as Tenant 1 Split 1, Tenant 2 Split 1, Tenant 3 Split 1).
To allow for the total split numbers assigned to any previous tenants, a single MIS application must “name but
not use” a number of splits equal to the total for all previous tenants before numbering usable splits for a new
tenant. In a multi-tenant situation with more than one or two tenants, this requirement rapidly uses up the 30
split numbers available to a single MIS application, while the ACD may have more split numbers still available.
As shown in Table 2-6:
• Although the ACD can start split numbering in
Tenant 2
with “Split 1,” the MIS must number that split as
“Split 4” because numbers Split 1, Split 2, and Split 3 have already been used in
Tenant 1
.
• The
“Cumulative Total for System”
row in the table shows a total of only 5 split numbers (3+2) used by
the ACD after Tenant 2, but a total of 8 split numbers (3+5) have been used by the MIS after Tenant 2, due
to the numbering of three splits in Tenant 1 which must be “named but not used” in Tenant 2.
• After
Tenant 3
, the ACD has used a cumulative total of 9 split numbers (3+2+4) while the MIS has used
a cumulative total of 17 split numbers (3+5+9), with 8 of those being “named but not used.”
Note:
Shaded cells in the MIS columns of Table 2-6 indicate the split numbers “named but not used” to allow for
the MIS numbering system.
Table 2-6 Single MIS Application Split Number Usage
This limitation can be overcome by using a dedicated MIS application for each one or two tenants (there are
nine possible tenants and eight possible IP connections for MIS applications), which would allow both the ACD
and the MIS full benefit of all the allocated split numbers for the system. The use of multiple MIS PCs is
discussed in the previous heading (Heading 7, “CallCenterWorX MIS PC Support”). Within the number of
allowed IP connections, an ample number of MIS applications can be used to provide all needed services to
tenants.
If multi-tenant usage is to be spread over the full ACD capacity of nine tenants, use NEC Global Navigator 3.03
which provides true multi-tenant capability as well as a Client/Server MIS PC application.
ACD MIS ACD MIS ACD MIS
111111
222222
33 333
444
Numbers for Splits 5 5
6
7
8
9
Total Split #s Used ACD 3 2 4
Total Split #s Used MIS 3 5 9
Cumulative Total for System3358917
Tenant 1 Tenant 2 Tenant 3