The chart below shows you how our CCaaS platform works and a brief explanation of the components. These components are further described in detail in the manual.
General Terms
| Tenant | Customer's account |
| Project | Projects per Tenant contain Campaigns and Teams belonging to that specific Project |
| Campaign | Campaigns belong to a Project. Multiple Campaigns can exist under one Project. Users log into a Campaign. Activities are selected on the Campaign level |
| Queue | Multiple Queues can exist under one Campaign. Queues receive the incoming calls after routing. A Queue needs a Skill to assign users to it |
| Routing | Used by a Phone Number to distribute calls to different Queues. Routing uses data from Sounds |
| Phone Number | Phone Numbers are used to receive calls and Routing determines which Queue receives which call. This can be a DID or Toll-Free Number |
| Sounds | Database containing Sounds to be used in Routing for IVRs, voicemail queues, music-on-hold, etc |
| Team | A group of Users on a Project. Teams may vary per Project |
| User | Users are assigned and have an account per Tenant. When the User goes to work for another Tenant, he or she receives a new account for that Tenant |
| Activities | Activities are used by Users to indicate what work they are currently doing. Activities are set separately for each Campaign |
| Skill | Skills are assigned to Users based on their individual skill set and are linked to a Queue |
Platform Hierarchy
