CTICloud Tenant Setup Guide

This comprehensive guide walks you through the initial setup process for your CTICloud tenant account, providing step-by-step instructions to configure a fully functional contact center environment.

Overview

When your CTICloud account is activated, you'll receive the following account information:

TenantNo: Your unique tenant identifier
Administrator Username: Administrative access credentials
Initial Password: Initial system password (must be changed on first login)
Platform URL: Your CTICloud platform access URL
Phone Number: One assigned phone number for your contact center

This guide will help you configure your contact center from the ground up, creating a complete working environment that supports both inbound customer service and outbound calling scenarios.

Setup Workflow Overview

📋 Complete Configuration Workflow

┌─────────────────────────────────────────────────────────────────────┐
│                      CTICloud Tenant Setup Process                     │
└─────────────────────────────────────────────────────────────────────┘

🚀 **Step 1: Account Information Preparation**
    └── Get Tenant ID, Admin Username, Initial Password, Platform URL

🔑 **Step 2: System Login**
    └── First-time login and password change

🏢 **Step 3: Create Department Structure**
    └── Create Sales department as business unit

👤 **Step 4: Create User Agent**
    └── Create agent user Alice (Employee ID: 2000)

📞 **Step 5: Create Extension Account**
    └── Configure extension number 2000 for agent

🎯 **Step 6: Create Skills and Queue**
    ├── Create skill s1
    ├── Create queue Sales-group-01 (Queue Number: 1000)
    └── Assign agent skill level

🎵 **Step 7: Configure IVR Navigation**
    ├── Create IVR flow sample-01
    ├── Set up welcome message node
    └── Configure queue routing node

📋 **Step 8: Setup Inbound Routing**
    └── Create routing rule ib-route-01 connecting phone number to IVR

✅ **Step 9: System Verification**
    ├── Agent login and extension binding
    ├── Test inbound flow
    └── Verify outbound functionality

🎉 **Configuration Complete**
    └── Contact center ready to serve customers

⏱️ Estimated Configuration Time

Basic Configuration: 5-10 minutes
Testing & Verification: 5-10 minutes
Total Time: Approximately 20 minutes

Step 1: System Login

Login Process

Navigate to your platform URL provided in the account information
Enter your system administrator username
Enter the initial password
Important: Change your password on first login for security

Post-Login Verification

Verify your tenant information is displayed correctly
Confirm access to the administration panel
Review available modules and permissions

Step 2: Create Department Structure

Department Creation

Create your first organizational department to group users and resources:

Department Configuration:

Department Name: Sales
Department Type: Primary business unit
Purpose: Customer sales and support operations

Department Structure Overview

graph LR
    T[Tenant: Your Company] --> D1[Department: Sales] 
    T[Tenant: Your Company] --> D2[Department: Customer Services]
    D1 --> U11[Alice]
    D1 --> U12[Bob]
    D2 --> U21[Tom]
    D2 --> U22[Jerry]

Step 3: Create User and Agent

User Account Creation

Create your first user account with agent capabilities:

User Configuration:

Username: Alice
Role: Contact Center Agent
Department: Sales (previously created)
Employee ID: 2000
Agent Number: 2000

Agent Capabilities

The created user will have:

Inbound call handling capabilities
Outbound calling permissions
Access to contact center tools
Skills-based routing participation

User-Agent-Extension Relationship

graph TD
    U[User: Alice] --> A[Agent: 2000]
    A --> E[Extension: 2000]
    A --> Q[Queue Assignment]
    A --> S[Skills: s1]
    
    style U fill:#ff6b6b,color:#fff
    style A fill:#4ecdc4,color:#fff
    style E fill:#45b7d1,color:#fff
    style Q fill:#96ceb4,color:#fff
    style S fill:#96ceb4,color:#fff

Step 4: Create Extension Account

Extension Configuration

Create a dedicated extension for the agent:

Extension Setup:

Extension Number: 2000
Associated Agent: Alice (Agent 2000)
Extension Type: Agent Extension
Status: Active

Extension Benefits

Direct internal communication
WebRTC soft phone support
Integration with contact center functions
Call recording and monitoring capabilities

Step 5: Skills and Queue Configuration

Step 5.1: Create Agent Skill

Skill Configuration:

Skill Name: s1
Skill Description: Primary sales skill
Skill Level: 1-10 scale (configurable)

Step 5.2: Create Call Queue

Queue Configuration:

Queue Name: Sales-group-01
Queue Number: 1000
Required Skills: s1 (skill level: 1)
Queue Type: Skills-based routing
Priority: Standard

Step 5.3: Agent Skill Assignment

Agent Skill Setup:

Agent: Alice (2000)
Skill: s1
Skill Level: 1
Status: Active

Skills-Based Routing Flow

graph TD
    IC[Incoming Call] --> Q[Queue: Sales-group-01]
    Q --> SR[Skills Check]
    SR --> |Skill: s1, Level: 1| A[Agent: Alice]
    A --> |Available| C[Call Connected]
    A --> |Busy| QW[Queue Wait]
    
    style IC fill:#ff6b6b,color:#fff
    style Q fill:#4ecdc4,color:#fff
    style SR fill:#45b7d1,color:#fff
    style A fill:#96ceb4,color:#fff
    style C fill:#feca57,color:#fff
    style QW fill:#ffd93d,color:#000

Step 6: IVR Configuration

Step 6.1: Create IVR Flow

IVR Configuration:

IVR Name: sample-01
Purpose: Welcome message and call routing

Step 6.2: IVR Node Design

Node Structure:

graph TD
    S[Start] --> N1[Node 1: Welcome Message]
    N1 --> |TTS Message| N11[Node 1.1: Queue Routing]
    N11 --> Q[Queue: 1000]
    Q --> A[Agent: Alice]
    
    style S fill:#ff6b6b,color:#fff
    style N1 fill:#4ecdc4,color:#fff
    style N11 fill:#45b7d1,color:#fff
    style Q fill:#96ceb4,color:#fff
    style A fill:#feca57,color:#fff

Node Details:

Node 1 (Welcome Node):

ID: 1
Type: Play Node
Play Type: TTS (Text-to-Speech)
Content: "Welcome to our company. We are connecting you to our customer service."

Node 1.1 (Queue Node):

ID: 1.1
Type: Queue Node
Target Queue: 1000 (Sales-group-01)
Timeout: 30 seconds
Overflow: Configurable

IVR Flow Configuration

Connect Node 1 to Node 1.1
Configure timeout and overflow settings
Test IVR flow functionality
Adjust timing and content as needed

Step 7: Inbound Routing Setup

Create Inbound Route

Route Configuration:

Route Name: ib-route-01
Route Type: Inbound routing rule
Destination: IVR Navigation
Target IVR: sample-01 (previously created)

Routing Logic

graph TD
    PN[Phone Number] --> IR[Inbound Route]
    IR --> |ib-route-01| IVR[IVR: sample-01]
    IVR --> WM[Welcome Message]
    WM --> Q[Queue: 1000]
    Q --> A[Agent: Alice]
    
    style PN fill:#ff6b6b,color:#fff
    style IR fill:#4ecdc4,color:#fff
    style IVR fill:#45b7d1,color:#fff
    style WM fill:#96ceb4,color:#fff
    style Q fill:#feca57,color:#fff
    style A fill:#95e1d3,color:#000

Step 8: Complete System Verification

Verification Checklist

✅ Account Configuration

Department created: Sales
User created: Alice
Agent configured: 2000
Extension active: 2000

✅ Skills and Routing

Skill created: s1
Queue created: Sales-group-01 (1000)
Agent assigned to queue with skill s1
Skill level configured: 1

✅ IVR and Routing

IVR created: sample-01
Welcome message configured
Queue routing active
Inbound route created: ib-route-01

System Architecture Overview

graph TD
    subgraph "Tenant Environment"
        subgraph "Department: Sales"
            U[User: Alice]
            A[Agent: 2000]
            E[Extension: 2000]
        end
        
        subgraph "Skills & Queues"
            S[Skill: s1]
            Q[Queue: 1000]
        end
        
        subgraph "IVR & Routing"
            IVR[IVR: sample-01]
            R[Route: ib-route-01]
        end
    end
    
    subgraph "External"
        C[Customer Call]
        PN[Phone Number]
    end
    
    U --> A
    A --> E
    A --> S
    S --> Q
    C --> PN
    PN --> R
    R --> IVR
    IVR --> Q
    Q --> A
    
    style U fill:#ff6b6b,color:#fff
    style A fill:#4ecdc4,color:#fff
    style E fill:#45b7d1,color:#fff
    style S fill:#96ceb4,color:#fff
    style Q fill:#96ceb4,color:#fff
    style IVR fill:#feca57,color:#fff
    style R fill:#feca57,color:#fff
    style C fill:#95e1d3,color:#000
    style PN fill:#95e1d3,color:#000

Step 9: Agent Login and Testing

Agent Workstation Setup

WebRTC Soft Phone Configuration

Agent Login: Alice logs into the CTICloud workspace
Extension Binding: Bind WebRTC soft phone to extension 2000
Status Setting: Set agent status to "Available/Idle"
Phone Registration: Verify soft phone registration

Testing Scenarios

Inbound Testing:

Dial the assigned phone number
Verify IVR welcome message plays
Confirm call routes to agent Alice
Test call handling and wrap-up

Outbound Testing:

Agent can initiate outbound calls through console
Enter customer phone numbers for manual dialing
Verify outbound caller ID display
Test call controls (hold, transfer, etc.)

Agent Status Management

graph LR
    L[Login] --> I[Idle]
    I --> B[Busy]
    B --> W[Wrap-up]
    W --> I
    I --> P[Pause]
    P --> I
    I --> O[Offline]
    
    style L fill:#ff6b6b,color:#fff
    style I fill:#4ecdc4,color:#fff
    style B fill:#45b7d1,color:#fff
    style W fill:#96ceb4,color:#fff
    style P fill:#feca57,color:#fff
    style O fill:#95e1d3,color:#000

Congratulations! 🎉

You have successfully completed the basic setup of your CTICloud contact center environment. Your system now supports:

✅ Inbound Customer Service

Professional IVR greeting
Skills-based call routing
Agent queue management
Call recording and monitoring

✅ Outbound Calling Capabilities

Manual outbound dialing
Customer number input via console
Caller ID management
Call control features

Next Steps

Immediate Actions

Test Your Setup: Make test calls to verify all functionality
Agent Training: Familiarize agents with the CTICloud workspace
Monitor Performance: Review initial call metrics and quality

Advanced Configuration (Optional)

Configure additional queues for different service types
Set up call recording and quality monitoring
Implement advanced IVR flows with multiple options
Add more agents and skills as your team grows
Configure reporting and analytics dashboards

Support Resources

Documentation: Access CTICloud knowledge base
Training: Schedule agent training sessions
Support: Contact CTICloud support for assistance
Community: Join user forums for best practices

Quick Reference Summary

Key Identifiers Created

Resource Type	Identifier	Name/Description
Department	Sales	Primary sales department
User/Agent	2000	Alice - Contact center agent
Extension	2000	Agent extension for Alice
Skill	s1	Primary sales skill
Queue	1000	Sales-group-01 queue
IVR	sample-01	Welcome and routing IVR
Route	ib-route-01	Inbound routing rule

System Flow Summary

Customer Call Journey: Phone Number → Inbound Route → IVR Welcome → Queue 1000 → Agent Alice (2000)

Agent Workflow: Login → Extension Binding → Set Available → Handle Calls → Wrap-up → Ready for Next Call

Your CTICloud contact center is now ready to serve customers! For additional configuration options and advanced features, please refer to the CTICloud administration documentation or contact our support team.