BlueSkyUC Contact Center: Multi-Instance Management

BlueSkyUC Contact Center: Multi-Instance Management

This article explains how BlueSky Contact Center allows you to host and manage multiple contact center instances within a single tenant.

Benefits of Multiple Instances

  • Departmental Separation: Segment your contact center operations by department or function. Each instance can have its own set of data, settings, skills, and agents, allowing for tailored customer experiences depending on the inquiry type.
  • Scalability: Accommodate growth by adding new instances as your customer base or support needs expand.
  • Independent Operations: Maintain distinct routing configurations and agent pools for each instance, ensuring calls are directed to the most appropriate resources.

Creating a Contact Center Instance

Requirements:

  • Administrative Access: You must be a BlueSky system administrator to create new instances.
  • Instance Name: Assign a descriptive name to easily identify the instance's purpose.
  • Teams Resource Account ID: Locate the user ID of the Resource Account that will function as a bot for call routing. This ID can be found in either Entra ID or Teams Admin Center.

Process:

  1. Contact BlueSkyUC support for assistance with deploying a new Contact Center instance. You can reach them at support@teamventi.com.
  2. Teams Admin Center: Configure the contact center phone number and assign it to the designated Contact Center bot.
  3. BlueSky Contact Center Configuration: Once configured in Teams and Contact Center, calls will be routed to the appropriate instance, independent of other instances within the same tenant.

User Management

Agents and users assigned to multiple Contact Center instances can effortlessly switch between them using the Contact Center selector located in the upper navigation bar.

Additional Notes:

  • Each Contact Center instance maintains its own set of data (call history, reports), settings (configurations), skills (agent capabilities), and agents (assigned personnel).
  • For further inquiries or troubleshooting assistance, contact BlueSkyUC Support.

We hope this article provides a clear understanding of managing multiple Contact Center instances within your BlueSkyUC tenant.


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