Troubleshooting Guide: Tenfold Embedded Agent & System Integration Issues
This guide provides step-by-step diagnostic procedures to resolve common issues with the Tenfold Embedded Agent, CRM integrations, phone system connectivity, and browser settings.
Information | Details |
|---|
Applies To | Tenfold Embedded Agent, Higher Logic Integrations, CRM Connectors |
Target Audience | System Administrators, IT Support, End Users |
Prerequisites | Admin or User access to Tenfold Dashboard, CRM Credentials, Telephony Softphone |
Phone System Issues
Goal: Rule out the telephony platform as the root cause of the error.
Perform the following checks:
- Connect to your phone system infrastructure or primary application.
- Launch your softphone application.
- Log in using the exact same credentials and method that produced the error.
- Attempt to establish a connection.
Diagnostic Outcome
- Login Successful: The phone system is functioning normally. You have ruled out the telephony platform as the source of the problem.
- Login Fails: The issue is isolated to your phone system. Contact your telephony administrator.
CRM Issues
Goal: Verify whether CRM API limits, permission sets, or session dropouts are causing the failure.
Perform the following checks:
- Log in directly to your CRM platform (e.g., Salesforce, Microsoft Dynamics).
- Perform the exact action that failed within the Tenfold Embedded Agent UI directly inside the CRM interface (for example: Create a Contact or Create a Lead).
Diagnostic Outcome
- Action Successful: The CRM platform is operating as expected. The issue is ruled out from the core CRM side.
- Action Unsuccessful: The issue resides within the CRM. Contact your CRM Administrator to verify permissions and system status.
Browser & Connectivity Issues
Local browser settings and cached parameters can conflict with real-time web application scripts.
Action Checklist
- [ ] Verify Browser Support: Ensure you are using a supported browser (Google Chrome or Mozilla Firefox).
- [ ] Update Browser: Confirm your browser is updated to the latest stable release.
- [ ] Clear Cache & Cookies: Clear browser temporary data to eliminate stale session state.
- [ ] Test Alternative Environments:
- Test the action in an Incognito / Private Browsing window (disables extension interference).
- Attempt the action using a secondary supported browser.
Tenfold Login & Authentication Issues
Single User Login Failure
If an individual user cannot log in to the Tenfold UI, run through the following sequence:
- Clear browser cache and local history.
- Close all browser tabs, restart the browser, and confirm it is running the latest build.
- Reset User Credentials:
- Navigate to the Users tab in the Tenfold Dashboard.
- Update the user's password to a known, verified password string.
- Copy and paste the new password directly into the login field to prevent typos.
- Standardize Email Formatting:
- In the Tenfold Dashboard, update the user’s email address to all lowercase letters.
- Require the user to type their email in all lowercase letters when logging in.
- Softphone & Extension Re-alignment:
- Have the user log out of their softphone application (where applicable).
- Refresh the browser.
- Log back in to the softphone using their assigned extension.
- Verify that fields such as Extension, Station ID, or Device ID contain accurate information.
- Proceed to log in to the Tenfold UI.
Multiple Users Unable to Log In
Root Cause: Users entering incorrect configuration values in the third login field during initial setup can store invalid session data, blocking subsequent login attempts.
Resolution Steps
- Force Telephony Logout:
- Have each affected user log out of their phone system softphone device or desktop application.
- Note: Logging out of the telephony device automatically terminates the Tenfold session. If users cannot log out (e.g., due to swapped extension assignments), an administrator must log them out from the telephony admin portal.
- Re-authenticate Tenfold App:
- Have users log in to the Tenfold App using verified parameters.
- Check System Logs:
- If the connection fails, review the Tenfold Call Connect (TCC) logs for explicit error codes.
Performance & Latency Issues
System lag, delays in call events, or UI freezing typically stem from network latency or local device resource limits.
Network & Latency Diagnostic
Test Area | Diagnostic Action | Target Benchmark |
|---|
Server Latency | Run a traceroute or pathping from the endpoint to the phone system and Tenfold servers. | Low hop counts; minimal packet loss. |
VPN Environment | Validate local network speeds on and off the VPN. Test access to local assets using ping and traceroute. | No packet loss on local network tunnels. |
Endpoint Hardware Diagnostic
- Open Task Manager (Windows) or Activity Monitor (macOS).
- Check for processes consuming abnormal levels of CPU or RAM.
- Identify whether any resource-heavy process is tied directly to Tenfold or related extensions.
- Terminate the process to evaluate performance recovery.
Call Popping & Call Timing Issues
Call Popping (Screen Pop) Failures
If inbound/outbound calls do not trigger screen pops in the UI:
- Manual Dial Test: Manually dial the destination number from the softphone to verify call routing.
- Workflow Reconstruction: Identify the sequence of actions leading to the failure. Interruptions in call handling sequences can disrupt call tracking events.
- Device Mapping: If the user toggles between multiple devices (e.g., hard desk phone vs. softphone dialer), navigate to the Tenfold Dashboard and verify that the active device matches the monitored target device.
Call Time & Event Discrepancies
If call durations or end-of-call events register inaccurately in the UI:
- Event Sequence Review: Check if non-standard call control flows were used. Using an unusual sequence of Advanced Call Controls (e.g., rapid transfer/hold sequences) can result in dropped
hang-up or ringing signal events. - Hardware Health Check: If using a physical desk phone, test with a known-working or replacement handset. Older telephony hardware can drop event monitoring signals.
Notes Saving & Advanced Call Controls
CRM Note Sync Failures
If notes entered into the Tenfold Embedded Agent fail to save to CRM records:
- Verify User Credentials:
- In the Tenfold Dashboard, navigate to user settings and ensure the user's CRM credentials match their active CRM account.
- Verify CRM Integration Status:
- Go to Tenfold Dashboard > Company Settings > CRM.
- Confirm the connection status displays as active/valid.
Advanced Call Controls Troubleshooting
If features such as Transfer, Hold, or Call Mute are lagging or failing:
- Verify Feature Activation:
- Navigate to the Features tab in the Tenfold Dashboard and confirm Advanced Call Controls are enabled.
- Capture Network Logs via Developer Tools:
- Open the browser Developer Tools (
F12 or Ctrl+Shift+I / Cmd+Option+I). - Select the Network tab.
- Reproduce the Advanced Call Control action.
- Inspect failing requests (highlighted in red, marked
Canceled, or returning HTTP status codes outside 200–300).
- Export Diagnostic cURL:
- Right-click the failed request line in the Network tab.
- Select Copy > Copy as cURL.
- Escalate to Support:
- Open a support ticket detailing the observed behavior and attach the copied cURL payload for engineering analysis.