Tenants (Companies) & SIP Providers

Last updated · cacofonix 3.4.28 · getafix 3.2.65

System Administrators (ROLE_SYSTEM_ADMIN / ROLE_GETAFIX_ADMIN) manage multi-tenant company onboarding, feature flags, SIP trunk providers, and core resource provisioning in the Admin Console (https://ui.<domain>).

1. Onboarding a New Tenant (/settings/companies)

Open Settings → Companies and click Add Company:

Core Tenant Settings

  • Company ID: Short alphanumeric identifier starting with a letter (e.g., acme or citybank).
    • Immutable after creation: Becomes the prefix for every SIP endpoint (<companyId>_<extension>) and internal Asterisk dialplan context.
  • Company Name & Email: Display name and primary contact email.
  • Time Zone: Determines day boundaries for all dashboards, Desk "Today" counters, WFM rosters, and scheduled reports (e.g., Asia/Dhaka).
  • Wrap-up outcomes: Comma-separated list of call disposition labels offered to agents on the Desk Call Card (leave blank to use the default four: resolved, follow-up, escalate, callback).
  • Abandon target (%): Company threshold above which the Floor wallboard's Abandonment KPI tile turns amber.

Company Feature Flags

Toggle the capabilities licensed for this tenant:

ToggleEffect
EnabledMaster switch enabling/disabling the tenant.
Voicemail EnabledEnables personal extension voicemail and queue voicemail. Cannot be changed after the company is created (read-only on edit).
Record EnabledRecords routed calls into the company's object-store bucket and enables playback in Channel Logs, Queue Logs, and QA evaluations.
Call Monitoring EnabledUnlocks supervisor Listen, Whisper, and Barge on /floor and /monitor.
Secure Segments EnabledUnlocks the Secure segment button on the Agent Call Card to mask sensitive audio and drop active monitoring.
Alerts EnabledUnlocks the /alerts module on the Desk and Settings → Alert Rules for Company Admins.
Quality EnabledUnlocks the /quality module on the Desk and Settings → Scorecards / Sampling Rules for Company Admins.
Workforce EnabledUnlocks the /wfm module on the Desk and Settings → Shifts for Company Admins.

Note: When you toggle a feature flag (Alerts, Quality, Workforce, Monitoring, Secure Segments) on an existing company, open Desk tabs pick up the change on their next reload or sign-in.

After creating a Company, provision its initial telephony objects in this order:

  1. Teams (optional, /settings/teams): Create teams (Tier 1, Tier 2) if queues and supervisors will be team-scoped.
  2. Users (/settings/users): Create the tenant's Company Admin (Admin), Supervisors (Supervisor), and Agents (User).
  3. Extensions (/settings/extensions): Create a 4-digit Base Extension for each user (1001, 1002, …), each queue (5100, 5200, …), and each Auto Attendant (8000).
  4. Phones & Phone Lines (/settings/phones): Create a Phone record for the company, then Add Phone Line for each user extension with a Caller Name, SIP Password (8–50 chars, letter + digit), and Call Waiting Disabled.
  5. Queues (/settings/queues): Create queues linked to their queue extensions.
  6. Auto Attendants & Conferences (/settings/autoattendants, /settings/conferences): Create IVR menus and conference rooms if needed.
  7. Phone Numbers (DIDs) (/settings/phonenumbers): Map inbound carrier DIDs from a Provider to the company's Auto Attendant, Queue, or User extensions.
  8. Rebuild Dialplan (/settings/systemtools): If you want newly created queues or auto attendants to answer immediately without waiting for the scheduled dialplan refresh, click Rebuild dialplan under Settings → System Tools.

3. Managing SIP Providers / Trunks (/settings/providers)

Open Settings → Providers to register external SIP carrier trunks:

  • Provider ID: Alphanumeric identifier (at least 3 characters, starting with a letter; immutable after creation). Becomes the Asterisk trunk endpoint name.
  • Host: Carrier SIP domain or hostname (validated as a domain name).
  • Auth Method:
    • IP: Trusted IP peer (writes the carrier into OpenSIPS's trusted address table and triggers an immediate address_reload over MI).
    • Password: Credential-authenticated SIP trunk.
  • You can verify trunk reachability at any time under Applications → System Live → Endpoints, and configure a Trunk registration lost alert rule to notify supervisors if a provider goes offline.