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Cloud Connect Server (CCS) troubleshooting checklist

    Updated:
    1 min read

    Overview: For calls to be logged in the CRM, the Cloud Connect server and Admin Dashboard must be configured properly

    Items to check when troubleshooting

    Version 4.x (Current):

    • Cloud Connect Server service is running
    • SQL Server is running
    • PBX is CONNECTED (UCConfig > Phone System)
    • Extensions added and monitored
    • Call Activity to verify call events are detected (UCConfig > Enterprise > Calls [CCS])
    • Tenfold Bridge service is running (legacy configurations only)
    • Extensions are assigned (TF Dashboard & UCConfig)
    • Analytics is tracking call events (TF Dashboard)

    Version 3.x & 2.x (Legacy):

    • PBX is connected
    • Extensions are monitored
    • Call Activity to verify calls events are detected
    • License is valid
    • Call events are tracked
    • Bridge service is running (legacy configurations only)
    • Extensions are assigned
    • Check Dashboard Analytics to see if calls are being tracked.

    Other Guides

    • Tenfold Admin Guide – Finalize Setup, Maintain and Troubleshoot. The phone system set up must be done by Tenfold, so please be sure to reach out by email to support@tenfold to complete this step.
    • Dashboard Admin Guide Connect CRM users with PBX extensions via Tenfold on the dashboard users tab and enable call Floating UI.

    Missing Something?

    Check out our Developer Center for more in-depth documentation. Please share your documentation feedback with us using the feedback button. We'd be happy to hear from you.