Nextiva Contact Center: Tenant
The Tenant object is only visible to the system administrators and holds information that is applied globally to the application.
Information here can be modified to suit the company’s needs as it evolves. Though some default settings are applied on creation, it can be helpful to revise and tweak these.
Modifying a Tenant
Search for Tenant in the options menu and select the tenant you wish to modify. The tenant will have several tabs with fields that can be modified.
Information Tab
| Field Name | Description |
|---|---|
| Name | The name of the company. |
| Description | The description of the company. |
| Slogan | The company’s slogan. |
| Email Address | The primary email address for the company. |
| Language Identifier | The default language for the company. |
| Timezone | The default timezone of the company. |
| Session Timeout | The amount of time with no activity, in milliseconds, for a user’s session to be automatically logged out. |
| Extension Range | Digit extensions for agents. If empty, the default is “100 – 99”. |
| Default Inbound Campaign | A default campaign to use when an inbound call is not associated with a campaign. |
| Default Country Code | The country code where the tenant is located. The country code of the tenant will not have to be dialed when dialing in the same country. |
Recording Tab
| Field Name | Description |
|---|---|
| Enable MP3 Recordings | If enabled, recordings in the application will automatically be saved as .mp3 files. The default when disabled is .wav files. |
| Keep Recordings in Twilio only | If enabled, this will keep the call recordings in Twilio instead of Nextiva. |
| Expiry | Sets how long the recordings are kept in Twilio or Nextiva. |
Queue Tab
| Field Name | Description |
|---|---|
| Reset queue idle time overnight | This enables the ACD to reset the idle time values for the queues each night. |
Dashboards Tab
| Field Name | Description |
|---|---|
| Group Wallboard Totals | Wallboards display rotating information for the queues that agents are signed in on. Enabling this toggle will group all the values into a single line that doesn’t rotate. |
| Show Logged Out Users | Shows the number of agents assigned to a queue but not logged in to the queue on the dashboard. |
| Write to RealTime Tables | If enabled, write dashboard information to Google BigQuery. |
Voicemail Tab
| Field Name | Description |
|---|---|
| Voicemail Function | This is the function that will be used when using the voicemail feature. |
| Voicemail Greeting Function | This is the function that will be used to record your voicemail greetings. |
| Disable Voicemail Notification | Disables notification of unread voicemails on the user’s homepage. |
Workitems Tab
| Field Name | Description |
|---|---|
| Voice Max Duration In Hours | How long the system will allow a voice workitem to remain within the system. When the max duration is reached, the workitem will be terminated. |
| Chat Max Duration In Hours | How long the system will allow a chat workitem to remain within the system. When the max duration is reached, the workitem will be terminated. |
| SMS Max Duration In Hours | How long the system will allow an SMS workitem to remain within the system. When the max duration is reached, the workitem will be terminated. |
| Email Max Duration In Hours | How long the system will allow an email workitem to remain within the system. When the max duration is reached, the workitem will be terminated. |
| Social Max Duration In Hours | How long the system will allow a social workitem to remain within the system. When the max duration is reached, the workitem will be terminated. |
Security Tokens Tab
| Field Name | Description |
|---|---|
| Token Id | This will tell whether the security token is a Salesforce or Nextiva token. |
| Name | The name of the token. |
| User Profile Identifier | The profile whose permissions the token will carry. Lower profiles have less permissions. |
Facebook User Tokens Tab
Adding a Facebook user token opens an emerging window and prompts users to sign in to a Facebook account. This will load the credentials for that account for use in the Facebook integration.
Facebook Page Tokens Tab
Adding a Facebook page token opens an emerging window and prompts users to sign in to a Facebook account. This will load the credentials for that account for use in the Facebook integration.
Twitter User Tokens Tab
Adding a Twitter user token opens an emerging window and prompts users to sign in to a Twitter account. This will load the credentials for that account for use in the Twitter integration.
OAuth Tab
This information is used in Microsoft single sign-on applications for a Microsoft Dynamics or Teams integration.
| Field Name | Description |
|---|---|
| Provider | Microsoft. In the future, more may be added. |
| Base URL | The base URL to which the sign-on will point. This will be based on the Microsoft license that has been acquired. |
| Verified Domain | The domain of the Microsoft integration. |
| User Profile | The type of Microsoft profile will determine the access rights for signing in. |
| Queue | Microsoft queue in teams application. |
Google Single Sign-On Tab
| Toggle Button | Description |
|---|---|
| Enable Single Sign-On | If enabled, you can log in to Nextiva using Google Single Sign-On instead of a user using a password. |
Azure Single Sign-On Tab
| Field Name | Description |
|---|---|
| Enable Single Sign-On | If enabled, it allows you to log in to Nextiva using Azure’s Single Sign-On instead of a user having to use a password. |
| Azure Client ID | The unique Application ID was created when your Azure application was registered with Microsoft. |
| Azure Tenant ID | The ID of the tenant an Azure application is created in. |
| Azure Client Secret | A secret string known by OAuth to authenticate Single Sign-On. |
| Azure User Lookup Field | The field to look up users in Azure. |
Salesforce Single Sign-On Tab
| Field Name | Description |
|---|---|
| Enable Single Sign-On | If enabled, it allows you to log in to Nextiva using Salesforce Single Sign-On instead of a user having to use a password. |
| Salesforce Client ID | The unique Application ID was created when your Salesforce app was created. |
| Salesforce Client Secret | A secret string known by OAuth to authenticate Single Sign-On. |
| Salesforce Instance URL | The URL where your Salesforce app is. |
| Salesforce User Lookup Field | The field to lookup users in Salesforce. |
ServiceNow Single Sign-On Tab
| Toggle Button | Description |
|---|---|
| Enable Single Sign-On | If enabled, it allows you to log in to Nextiva using ServiceNow Single Sign-On instead of a user having to use a password. |
Contact Tab
The Contact tab allows the display of Salesforce object contact information inside Nextiva. Now, administrative users can create, read, update, and delete Salesforce contacts by accessing the Contact object in Nextiva.
To configure this, an administrative user must go into the Tenant object, go to the Contact tab, and select the type of contacts this tenant will use. Selecting Salesforce will show the necessary fields where information from a Salesforce Connected app should be entered. Nextiva currently supports the OAuth password grant_type, so a valid username and password will be required.
| Field Name | Description |
|---|---|
| Type | The type of contact. (Nextiva or Salesforce) |
| Salesforce Instance URL | The specific server instance of Salesforce being used. |
| Salesforce Version | The version of Salesforce being used. |
| Grant Type | The grant type for OAuth, currently only password is supported. |
| Salesforce Client Id | The client id of the Salesforce contact. |
| Salesforce Client Secret | The client secret of the Salesforce contact. |
| Username | The username of the contact in Salesforce. |
| Password | The password of the contact in Salesforce. |
NOTE: Specific schema types and layouts must be implemented for your tenant. Please contact Nextiva support if this functionality is necessary for you.
Slack Alarms Tab
This tab must be configured to send customized notifications through a Nextiva dashboard to Slack.
| Field Name | Description |
|---|---|
| URL | Default value: https://slack.com/api/chat.postMessage |
| Security Token | This corresponds to a Slack token obtained in the OAuth & Permissions section of an app created following the Slack documentation. |
| Channel Name | The name of a channel as it is presented in the Slack user interface, for example: slack-api-test. |
Microsoft Team Alarms Tab
This tab must be configured to send customized notifications through a Nextiva dashboard to Microsoft Teams.
| Field Name | Description |
|---|---|
| URL | Default value: https://graph.microsoft.com/v1.0. |
| Tenant ID | Corresponds to the Tenant ID in an application under App registrations in the Azure Portal. |
| Client ID | Corresponds to the Client ID in an application under App registrations in the Azure Portal. |
| Client Secret | Corresponds to the Client Secret in an application under App registrations in the Azure Portal. |
| Authentication Username | Corresponds to a user account to be logged into, following the grant-type “password” in Oauth Requests to the Microsoft Graph API. |
| Authentication Password | Corresponds to a user account to be logged into, following the grant-type “password” in Oauth Requests to the Microsoft Graph API. |
| Team ID | Corresponds to a specific Team ID within Microsoft Teams. |
| Channel ID | Corresponds to a specific Channel ID within Microsoft Teams. |
OAuth Mapping Tab
This tab maps to the fields in the OAUTH user object if you want Nextiva to override the user profile and queue to which the agent belongs.
| Field Name | Description |
|---|---|
| User Profile | The mapping field for the user profile you want to override. |
| Queue | The mapping field for the queue you wish to override. |
OAuth Sign-Up Tab
This tab allows you to automatically create users in Microsoft Teams when they are created in Nextiva.
| Field Name | Description |
|---|---|
| Automatic User creation | Enable this toggle for automatic user creation. |
| User Profile Identifier | Select the user profile in Nextiva for which users will be created in teams. |
| Queue | Select the queues that are to be mapped to teams. |
Teams User Access Token Tab
The Teams User Access Token tab holds specific information regarding Microsoft integration. This will map the tenant to the Microsoft Teams instance.
| Field Name | Description |
|---|---|
| URL | The URL of the Microsoft Teams tenant. |
| Client ID | The ID of the Microsoft tenant. |
| Client Secret | The secure passphrase enables the connection to the Microsoft tenant. |
| Grant Type | The type of connection that will be established with Microsoft Teams. |
| Scope | The scope of the Teams integration. |
| Authentication Username | The username of the service account of the integration that will establish the connection. |
| Authentication Password | The password of the service account of the integration that will establish the connection. |
| Presence Subscription URL | The URL used when Teams is synced to Nextiva statuses. |
NOTE: For more information about single-sign-on and third-party applications, please refer to the Integration Documentation
Teams App Access Token Tab
The Teams App Access Token tab holds specific information regarding Microsoft integration. This will map the tenant to the Microsoft Teams instance.
| Field Name | Description |
|---|---|
| URL | The URL of the Microsoft Teams tenant. |
| Client ID | The ID of the Microsoft tenant. |
| Client Secret | The secure passphrase enables the connection to the Microsoft tenant. |
| Grant Type | The type of connection that will be established with Microsoft Teams. |
| Scope | The scope of the Teams integration. |
| Microsoft Base URL | The base URL to which the sign-on will point to in Microsoft. |
Outbound Tab
| Field Name | Description |
|---|---|
| Number of Most Recent Outbound Lists to Check Against | Set the maximum number of lists to search on when searching across all lists to find a lead or remove duplicates when uploading a new list. |
ACD Tab
| Field Name | Description |
|---|---|
| Maximum Workitems Queued | Limits the number of workitems in a queue. The minimum is 500 workitems, and the maximum is 10000 workitems. |
Prompt Tab
| Field Name | Description |
|---|---|
| DNC Prompt | Plays a prompt to an agent on an audio device trying to dial a phone number that is either on the Do Not Call or Temporary Do Not Call list. |
Webhook Workitem Events Tab
| Field Name | Description |
|---|---|
| Enable Workitem Webhook | If enabled, Nextiva will call the webhook whenever an event happens in the workitem. |
| Enable Workitem URL | The URL of the webhook. |
Webhook Workitem Headers Tab
The Webhook Workitem Headers Tab is where to add the headers to pass when making webhook events.
Webhook Status Events Tab
| Field Name | Description |
| Enable Status Webhook | If enabled, Nextiva will call the webhook whenever a user changes their status. |
| Workitem Webhook URL | The URL of the webhook. |
Webhook Status Headers Tab
The Webhook Status Headers Tab is where to add the security header to pass when making webhook status events.
Outbound ANI Tab
The Outbound ANI tab is for integrating Outbound ANI with Nextiva. If you want to integrate with Outbound ANI, it’s used to give the ANI, which is the from number when dialing out manually, or progressive/predictive dialing.
| Field Name | Description |
|---|---|
| URL | The URL used to get multiple ANIS at the same time. |
| Security Token | The HTTP security token for authentication. |
| Single API URL | The URL used to get one ANI at a time. |
| Single API Token | The token used for authentication to use the API. |
| REST API | You need to create the REST API that connects to Outbound ANI. This will inform outbound ANI of the ANI use when Nextiva dials out so it can be reported. |
Google Script Config Tab
The Google Script Config Tab is used when you want to enable Google Looker to be visible inside the Nextiva interface.
| Field Name | Description |
|---|---|
| Google Script URL | This will be given by a Nextiva administrator to enable Google Looker in the Nextiva interface. |
Call Connection Beep Tab
| Toggle Button | Description |
|---|---|
| Enable Call Connection Beep | Used for when agents are working off-hook. If enabled, the Call Connection Beep plays a tone to indicate to the user that they are now connected to another individual. |
| Disable Call Connection Beep | The agent is connected on a call, and the other party disconnects. If enabled, the agent will receive a tone indicating a call has been terminated. |
NOTE: These are both in addition to the visual notifications.