CTICloud Account Hierarchy System

CTICloud platform employs a sophisticated three-tier account hierarchy system designed to support enterprise-scale deployments with proper organizational structure and resource isolation. This document provides a comprehensive overview of the account system architecture, user roles, and access controls.

Overview

CTICloud's multi-tenant architecture organizes enterprise accounts into a hierarchical structure that mirrors real-world corporate organizational structures. This design enables efficient resource management, security isolation, and administrative control across different organizational levels.

Account Hierarchy Levels

graph TD
    A[Organization<br/>集团级账户] --> B1[Division 1<br/>分支机构]
    A --> B2[Division 2<br/>分支机构]
    A --> B3[Division N<br/>分支机构]
    
    B1 --> C1[Tenant 1<br/>部门租户]
    B1 --> C2[Tenant 2<br/>部门租户]
    
    B2 --> C3[Tenant 3<br/>部门租户]
    B2 --> C4[Tenant 4<br/>部门租户]
    
    B3 --> C5[Tenant N<br/>部门租户]
    
    C1 --> D1[Agents<br/>坐席]
    C1 --> D2[Queues<br/>队列]
    C1 --> D3[Extensions<br/>分机]
    C1 --> D4[TelGroups<br/>电话组]
    
    style A fill:#ff6b6b,color:#fff
    style B1 fill:#4ecdc4,color:#fff
    style B2 fill:#4ecdc4,color:#fff
    style B3 fill:#4ecdc4,color:#fff
    style C1 fill:#45b7d1,color:#fff
    style C2 fill:#45b7d1,color:#fff
    style C3 fill:#45b7d1,color:#fff
    style C4 fill:#45b7d1,color:#fff
    style C5 fill:#45b7d1,color:#fff

1. Organization Level (集团级)

Organizations represent the highest level of the account hierarchy, typically corresponding to enterprise groups or large corporations.

Key Characteristics

• Top-level Entity: Root of the entire account structure
• Global Scope: Encompasses all subsidiaries and business units
• Strategic Oversight: Provides consolidated view and control across all divisions
• Resource Allocation: Manages high-level resource distribution and policies

Capabilities

• Create and manage multiple divisions
• Set organization-wide policies and configurations
• Monitor consolidated metrics across all divisions and tenants
• Manage enterprise-level security and compliance settings

2. Division Level (分支机构级)

Divisions represent mid-level organizational units such as subsidiaries, regional offices, or major business units within an organization.

Key Characteristics

• Organizational Structure: Bridges organization and tenant levels
• Regional/Functional Grouping: Typically organized by geography or business function
• Administrative Control: Provides focused management for related business units
• Resource Management: Controls resources for multiple related tenants

Capabilities

• Create and manage multiple tenants within the division
• Configure division-specific policies and settings
• Monitor aggregated performance across division tenants
• Manage division-level user access and permissions

3. Tenant Level (部门级租户)

Tenants are the smallest logical units in the CTICloud architecture, representing individual departments or business units with completely isolated resources.

Key Characteristics

• Complete Isolation: Full data and resource separation from other tenants
• Operational Unit: Where actual contact center operations take place
• Resource Ownership: All contact center resources belong to specific tenants
• Business Context: Primary scope for all API operations and business logic

Core Resources

Each tenant contains isolated instances of:

graph LR
    T[Tenant] --> A[Agents]
    T --> Q[Queues]
    T --> E[Extensions]
    T --> IV[IVR]
    T --> PN[Phone Numbers]
    T --> TG[Telephone Groups]
    T --> R[Routing Rules]
    T --> CR[Call Records]
    T --> RP[Reports]
    T --> CF[Configurations]

User Access Control System

CTICloud implements a role-based access control system aligned with the account hierarchy, ensuring appropriate access levels for different user types.

Access Control Matrix

Detailed Access Levels

Organization Level Users

• Visibility: Can view all divisions and their subordinate tenants
• Control: Can create, modify, and delete divisions
• Reporting: Access to organization-wide analytics and reports
• Configuration: Set enterprise-wide policies and standards

Division Level Users

• Visibility: Can view subordinate divisions and tenants within their scope
• Control: Can create, modify, and delete subordinate tenants
• Reporting: Access to division-level aggregated reports
• Configuration: Set division-specific policies

Tenant Level Users

• Visibility: Can only view their own tenant resources and data
• Control: Full operational control within tenant boundaries
• Reporting: Access to tenant-specific reports and analytics
• Configuration: Manage tenant-specific settings and preferences

API Design Principles

CTICloud's API architecture is designed around the tenant-centric model, with the following key principles:

Tenant-Centric Operations

• Primary Context: tenantId serves as the primary context identifier for all API operations
• Resource Scoping: All business resources are scoped within tenant boundaries
• Unique Identifiers: Business identifiers (agentNo, queueNo, tgno) are unique within tenant scope

Multi-Tenant Security

• Isolation Enforcement: APIs automatically enforce tenant isolation
• Context Validation: All operations validate proper tenant context
• Resource Protection: Cross-tenant access is prevented at the API level

Business Identifier Design

CTICloud uses a structured approach to business identifiers that aligns with the account hierarchy:

Identifier Scope and Uniqueness

graph TD
    O[Organization] --> |Contains| D[Division]
    D --> |Contains| T[Tenant]
    T --> |Scopes| R[Business Resources]
    
    R --> A[agentNo: 2000]
    R --> Q[queueNo: 1000] 
    R --> TG[tgno: 3000]
    R --> E[exten: 2000]
    
    style O fill:#ff6b6b,color:#fff
    style D fill:#4ecdc4,color:#fff
    style T fill:#45b7d1,color:#fff
    style R fill:#96ceb4,color:#fff

Key Design Principles

• Tenant-Level Uniqueness: Business identifiers are unique within each tenant
• String Format: Uses string-based identifiers (e.g., "2000") rather than numeric IDs
• Business Semantics: Identifiers have clear business meaning and context
• Migration Friendly: Support cross-platform data migration without ID conflicts

Implementation Guidelines

Account Setup Process

1. Organization Creation: CTICloud platform personnel create the top-level organization account
2. Division Setup: Divisions are added under the organization through the management system
3. Tenant Provisioning: Tenants are created under appropriate divisions
4. Resource Configuration: Business resources (agents, queues, etc.) are configured within tenants

Best Practices

• Hierarchical Planning: Design the account structure to mirror organizational structure
• Resource Planning: Plan tenant resources based on actual departmental needs
• Access Control: Assign user roles based on organizational responsibilities
• Monitoring: Implement appropriate monitoring at each hierarchical level

Security and Compliance

Data Isolation

• Tenant Boundaries: Complete data isolation between tenants
• Access Controls: Role-based access aligned with organizational hierarchy
• Audit Trails: Comprehensive logging of cross-level access and operations

Compliance Features

• Data Residency: Tenant data remains within configured boundaries
• Privacy Protection: Personal data is isolated within tenant scope
• Regulatory Alignment: Architecture supports various compliance frameworks

Benefits of the Hierarchical System

For Organizations

• Centralized Control: Unified management across all business units
• Scalability: Easy addition of new divisions and tenants
• Visibility: Comprehensive view of enterprise-wide operations
• Policy Consistency: Standardized policies across the organization

For Divisions

• Focused Management: Targeted oversight of related business units
• Regional Flexibility: Adapt configurations to local requirements
• Aggregated Reporting: Combined analytics across division tenants
• Resource Optimization: Efficient allocation within division scope

For Tenants

• Operational Independence: Complete autonomy within tenant boundaries
• Security Isolation: Protected from other tenant activities
• Customization: Tailored configurations for specific departmental needs
• Performance: Optimized resources for departmental operations

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This account hierarchy system provides CTICloud customers with enterprise-grade organizational structure, security isolation, and flexible management capabilities while maintaining operational simplicity at each level.