Genesys provides its software to two types of companies:
- Companies that own their telephony equipment and use it for their own needs.
- Companies (such as service providers) that make their telephony equipment available to other companies.
A single Genesys configuration environment can be used to address the needs of both of these types of companies. You establish that configuration environment, called Hierarchical Multi-tenant, when you create the Configuration Database structure during the Configuration Layer installation.
The hierarchical multi-tenant configuration environment serves the needs of a company, typically a service provider, making its telephony equipment available to other companies. So, this configuration environment also serves the needs of every company using the service. In this environment, configuration information about the resources that are managed exclusively by the service provider is visible on the service provider side only. Only personnel from the service provider company can register the entities that provide the technical foundation for setting up the CTI services, such as switching offices, data network hosts, and CTI applications. These resources may be shared by some or all of the companies using the service ("Tenants"). The resources of the individual companies, such as user accounts, agent groups, outbound campaigns, and so forth, are configured separately by the personnel of these companies. This configuration is visible only to that company's users.
This general structure can be extended to an unlimited number of layers. The service provider can provide its services not only to companies that use its services directly (as existed prior to release 8.0), but to other companies, such as resellers, who in turn sell those services to other companies. The customers of these resellers can, in turn, be direct users and perhaps other resellers. This hierarchical layering can be from one to an unlimited number of levels. Tenants that provide services to other tenants are called parent tenants; those that use these services are called child tenants. Therefore, a single Tenant object can be a parent, a child, or both.
This structure can also support a single-tenant, or Enterprise, environment, by configuring the pre-defined Environment tenant. As an alternative, a single-tenant Configuration Server can be deployed, but Genesys strongly recommends against this for new deployments. If you are already running a single-tenant environment, refer to the ''Genesys Migration Guide'' for information about converting it to a hierarchical multi-tenant environment with only one tenant.
Recommendations for Large Configuration Environments
Genesys defines a large configuration environment as one in which the Configuration Database stores 50,000 or more configuration objects. Genesys strongly recommends that you consider these guidelines when operating within a large configuration environment:
- Use Genesys Administrator and other Configuration Server clients with special care, to prevent loading problems. For example, create user accounts with different configuration access capabilities, so that contact center staff can log in to Genesys Administrator and perform only those tasks they are required to perform over the configuration objects for which they have permissions. This saves Genesys Administrator from loading all the objects from the Configuration Database.
- There are special considerations for the number of Management Framework server components and the amount of RAM required by each component to serve a particular number of clients. Refer to the "Management Framework" section of the ''Genesys Hardware Sizing Guide'' to determine appropriate values.
- Consider using Folder objects when creating a large number of configuration objects. The recommended number of configuration objects per folder is up to 4,000. Anything larger significantly increases Genesys Administrator time for loading configuration objects.
- When creating configuration objects of the Script type (for example, routing strategies), keep in mind that both the number of Script objects and the script size significantly affect the time it takes Configuration Manager to load the Script configuration objects. If you create large scripts, reduce the number of Script objects in a subfolder to achieve an acceptable loading speed. For instance, for the script-type configuration objects approximately 150 KB in size, limiting the number of script-type objects to 30 per subfolder guarantees an acceptable loading speed.
- When creating a large number of configuration objects of the Agent Login type, assign them to User configuration objects as you create the logins. When the Configuration Database contains too many unassigned agent logins, Genesys Administrator takes a long time to open the Agent Login browse dialog box from the Configuration tab or the Person Properties dialog box. To guarantee an acceptable loading speed, keep the number of unassigned Agent Login objects below 1000 per Tenant object.
- For all configuration objects, do not store large amounts of data as text properties in an object's Annex, unless it is explicitly required by Genesys applications.