Teams PowerPack - CX: Multi-Hubs Management

Teams PowerPack - CX: Multi-Hubs

This article explains how Teams PowerPack - CX allows you to host and manage multiple hubs within a single tenant.

Benefits of Multiple Instances

  • Departmental Separation: Segment your Teams PowerPack - CX 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 Teams PowerPack - CX Instance

Requirements:

  • Administrative Access: You must be a Teams PowerPack 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 Teams PowerPack support at support@teamventi.com for assistance with deploying a new Teams PowerPack - CX instance.
  2. Teams Admin Center: Configure the hub phone number and assign it to the designated Teams PowerPack - CX bot.
  3. Teams PowerPack - CX Configuration: Once configured in Teams and Teams PowerPack - CX, calls will be routed to the appropriate instance, independent of other instances within the same tenant.

User Management

Agents and users assigned to multiple Teams PowerPack - CX instances can effortlessly switch between them using the Teams PowerPack - CX selector located in the upper navigation bar.

Additional Notes:

  • Each Teams PowerPack - CX 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 Teams PowerPack support.

We hope this article provides a clear understanding of managing multiple Teams PowerPack - CX instances within your Teams PowerPack tenant.

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