Requirements for Tenfold for Service Cloud Voice

Tenfold requirements

To support on-premise voice integrations, Tenfold deploys Tenfold Cloud Connect (TCC) on a server co-located with the voice platform.

Tenfold must be configured to use Salesforce as an IdP via the SSO feature configurator. For specific instructions on how to do this, see Step 5 of Set up Salesforce for Service Cloud Voice.

NOTE: Virtual environments are supported.

TCC server OS requirements

The TCC server can run any of the following operating systems:

• Ubuntu Server 18.04 LTS or later
• CentOS 7.5 (CentOS 8.x not recommended, EOL: Dec 2021)
• Supported Red Hat Enterprise Linux
• Windows Server 2019 with Desktop Experience
• Windows Server 2016 with Desktop Experience

TCC server hardware requirements

The TCC server hardware must meet these minimum requirements:

• Quad Core Processor
  • 2.3 GHz minimum
  • Hyper-threading enabled
• 16 GB Memory
• 250 GB Free Hard Disk Space (minimum 7200 RPM)

Tenfold network requirements

• Gigabit Ethernet connection between TCC and the CM and AES servers
• It is recommended, but not required, to co-locate TCC with CM and AES
• Access to the internet

Important

Wireless networking is not supported.

Firewall requirements

Your organization's firewall must allow the indicated flow of traffic from these IP addresses and ports.

Table 1. Tenfold Cloud Connect (TCC) External Firewall Requirements

Table 2. Tenfold SDK External Firewall Requirements

Table 3. Tenfold Email Content

Domains and IP addresses are subject to change as updates or new product features are released. For the most up-to-date information on important Tenfold IP addresses, check Tenfold Services IP Address/Domain Allow-list.

This publicly available page will also document peripheral IP addresses for all components of Tenfold.

Salesforce requirements

Refer to the document Make Sure Salesforce Satisfies the Voice Prerequisites at the Salesforce site for Salesforce prerequisites for Service Cloud Voice. In addition, make sure your Salesforce system meets the following Tenfold requirements:

• There is a configured API user with the appropriate permissions for reading and writing data within Salesforce.
• Phone numbers are stored in E.164 format in Salesforce.

Avaya CC Elite, CM, and AES requirements

Avaya Call Center Elite (CC Elite) is the Avaya flagship voice product for customer engagement. The product co-resides on Avaya Aura® Communication Manager (CM), which is a key component of the Avaya Aura®communications platform.

All Avaya components must be configured and licensed to support the integration. This includes and is not limited to configuring Avaya CM, configuring AES, configuring ACI, configuring SBC, installing hardware and software, installing licensing, and any other implementation or training services required.

Refer to the Tenfold Avaya Application Enablement Services (AES) Integration Overview for additional prerequisites.

Ensure your organization meets the following requirements for your Avaya system:

• It is assumed that only one device to one extension will be required to be monitored per user (i.e. Deskphone extension 101, Softphone extension 201).
• Your organization must have a server to host the Tenfold Cloud Connect application that meets the server requirements at the beginning of this article.
• Tenfold is not a replacement for physical phones or softphones, so it is required that the existing voice endpoint remains in place.
• Tenfold representatives must have access to Avaya and IVR admins to assist through the implementation. Note that if admins are not available, project delays can occur.
• Avaya and your organization are responsible for supporting and troubleshooting any Avaya-provided hardware and software, as well as their integration points.
• H.323 and SIP endpoints are supported.
• Be prepared to work with Tenfold to plan your UUI information capture to ensure your data UUI syntax is supported.
• The voice platform must accept E.164 format phone numbers for dialing. This includes the leading plus sign (+). Tenfold only passes digits within the phone number field. The only non-integer that is passed is a leading plus sign (+).