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Configuring Multitenancy

Siebel Communications Server supports the multiple-organization feature in the Siebel Business Applications. This feature, called multitenancy for call centers, helps provide the contact center, including those supporting multiple channels, with flexibility to organize its work and agent resources and to control visibility of data.

Contact centers that provide outsource services to other companies, or to multiple internal entities, can support these multiple entities using multitenancy.

In an outsource contact center, agents with expertise supporting products or services from Company A, for example, are assigned positions in the organization defined for Company A, while agents supporting Company B are assigned positions in the organization defined for Company B.

You can assign agents to multiple positions in multiple organizations, according to their expertise and the contact center's operational requirements.

For more information about positions, responsibilities, and organization visibility for Siebel applications, see Siebel Security Guide and Siebel Applications Administration Guide.

This topic contains the following information:

• Setting the MultiTenancy Configuration Parameter
• Organization Visibility and Positions