Overview: This short article explains what the "one-to-one" extension rule is in the Tenfold context, and how this may be affecting your users or Tenfold Analytics. This is a known issue of our platform, and usually comes out in troubleshooting, but has spiked during this COVID-19 era.
Tenfold one-to-one extension rule
In the Tenfold Dashboard, you must only assign one extension per device.
- What this means is there can only be one extension assigned for each softphone/desk phone that is being used by a user.
- Tenfold only properly monitors one extension per device.
- Possible devices: softphone, desk phone, mobile phone
- Only applies for On-Prem PBX systems.
Why is this a concern?
When two or more devices have the same extension that Tenfold is monitoring, the result can be unreliable call logs and/or issue's with the Tenfold UI when making or receiving calls. This happens because the call events that Tenfold receive may be duplicated and/or they may arrive out of order thus causing issues to the user.
How do you avoid this?
In this scenario, your user extension configuration box in the Tenfold Dashboard should look something like this:
