A CJP tenant is an enterprise that has contact centers at one or more sites. The enterprise also has ingress points (entry points) for incoming contacts (toll-free numbers for voice calls, designated email addresses for emails) associated with queues. For example, a tenant named Acme might have an entry point named Welcome that classifies calls into AcmeBilling to be distributed to teams (of agents) in Chicago, Manila, and Bangalore.
Each CJP tenant (enterprise) is configured with a profile consisting of sites, teams, entry points, and queues.
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A site is a physical contact center location under the control of the enterprise (or an outsourcer). For example, Acme might have
sites in Chicago, Manila, and Bangalore.
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A team is a group of agents at a specific site who handle a particular type of contact. For example, Acme might have teams at their
Chicago site named Chi_Billing, Chi_Sales and Chi_GoldCustomerService, and teams at their Bangalore site named Bgl_Billing, Bgl_GoldCustomerService, and Bgl_Experts. Agents can be assigned to more than one team, but an agent can service one and only one team at a time.
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An entry point is the initial landing place for customer contacts on the CJP system. For voice, typically one or more toll-free or dial numbers
can be associated with an entry point. IVR call treatment is performed while a call is in the entry point. For other media
(chat, email) this triaging can be done based on the Topic/Subject line specified by the person reaching out to the contact
center.
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A queue is where active contacts are kept while they await handling by an agent. Contacts are moved from the entry point into a queue
and are subsequently distributed to agents.
Tenants that use the outdial feature are also configured with outdial entry points and outdial queues.
Telecom managers, contact center managers, and other representatives of the enterprise who are authorized to access the CJP
service are provided with a view of contact center activity at their enterprise through the CJP Management Portal.
In addition to sites, teams, entry points, and queues, the Provisioning module of the CJP Management Portal provides the interface
for adding agents and assigning them to teams. Each agent is configured with an agent profile—a value assigned to an agent
that determines the agent’s permission levels and Agent Desktop behaviors, including which wrap-up and idle codes are available
to the agent. Thus, you should add wrap-up and idle codes to the tenant profile before defining agent profiles, and define
agent profiles before defining agents. For tenants that are provisioned with the optional skills-based routing feature, you
should also add skills and skill profiles before defining teams and agents.