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Analytics - Additional Resources
In this section * Export the “All Calls” Analytics report * Display Tenfold Analytics tab in Salesforce * Display Analytics on a big-screen TV * Configure Analytics
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Assign Record Parent
The Assign Record Parent feature allows end users who are creating new Leads or Contacts in the Tenfold UI to subsequently attribute those records to a parent record (example: Account) with a few clicks right inside Tenfold. Assign Record Parent When users create a new Contact, they may want to tether it to a particular…
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Assign User Extensions
Assign User Extensions Overview: This article provides a quick walkthrough for registering and assigning a user’s extension in the Dashboard. Prerequisites If you are using our Cloud Connect integration you must ensure Tenfold enabled extensions are monitored in Cloud Connect Server Configuration prior to assignment in…
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Asterisk Integration Setup Guide
Overview: This article covers the supported versions of Asterisk, as well as Quick setup instructions, Tenfold Integration details, access requirements, and authentication instructions. Supported versions Asterisk 11 or older Quick instructions (scroll down for detailed instructions) Check the setup wizard and dashboard…
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Attached Data Configurator
Use the Attached Data Configurator to access information sent from your PBX, TCC, or an API query. You can view tracking numbers for shipments or other information, depending on how your system is configured. Understand attached data Attached data is information from database fields that arrives along with a call in…
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Audit Logs
Enable the Audit Logs feature to track changes and actions in the Tenfold Dashboard. You can review these reports in the Audit Logs Tab. If your team has multiple Tenfold administrators accessing your Dashboard, turn this feature on to help with change management. Audit Logs details It is not unusual to grant Admin…
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Authorize Tenfold Cloud to read call transcripts from Avaya Conversational Intelligence
This section is for informational purposes only. Work with your Avaya Account Team to ensure that your ACI instance is configured to monitor the appropriate projects and agents. * Navigate to Avaya Conversational Intelligence Dashboard, located at https://app.aci.avaya.com/api/admin. * Go to ACL Groups. * Create a new…
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Avaya AES TCC integration guide
This document is written for customers and prospective customers interested in using Tenfold in an Avaya telephony environment where TSAPI will be used for CTI. Readers who will perform procedures in this guide should have a basic level of familiarity with IP telephony, general networking, the Linux operating system, Avaya…
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Cannot connect to Asterisk-based phone system
Issue: Failed to connect to phone system There are two common reasons that an Asterisk connection fails: * We cannot reach the AMI on the port listed for the host specified. * We can reach the AMI but are not permitted to log in with the username and secret provided. Possible solutions Some common reasons we cannot reach…
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Case management support
View a full list of support cases and their status in the Connection Area At LivePerson, we pride ourselves on providing rapid and efficient support to our customers at all times. While we hope that you will rarely, if ever, encounter any issues on our platform, we want to ensure that the support process is as smooth as…