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Cloud Connect Server (CCS) troubleshooting checklist

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.

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