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Tenfold for Service Cloud Voice: architecture and data

Solution architecture

The following image shows the high-level architecture between AvayaTenfoldTenfold is represented by the Tenfold Middleware and Cloud Connect Server. For the purposes of this guide, Cloud Connect Server represents TCC.

ServiceCloudArchitecture.png

Data memorialization

The following table describes the mapping of Tenfold and Avaya data stored on the VoiceCall object in Salesforce.

Source of values from Tenfold and Avaya

Salesforce object

Salesforce field

Outbound Calls: Agent Extension

Inbound Calls: Phone Number

VoiceCall

from

Outbound Calls: Phone Number

Inbound Calls: Agent Extension

VoiceCall

to

Inbound, Outbound, or Transfer

VoiceCall

initiationMethod

The following object is passed where ${Phone_Number} represents the phone number and ${Agent_Extension} represents the agents extension

{  "participantKey": "${Phone_Number}",
   "type": "END_USER",},
{  "participantKey": "${Agent_Extension}",
    "type": "HUMAN_AGENT",}

VoiceCall

participants[]

The timestamp of the ringing event in Tenfold

VoiceCall

startTime

The timestamp of the connected event in Tenfold

VoiceCall

acceptTime

The timestamp of the hangup event in Tenfold

VoiceCall

endTime

Tenfold Call ID

VoiceCall

vendorKey

The configured call center name

VoiceCall

callCenterApiName

Mappings configured in the Data Memorialization feature

VoiceCall

callAttributes

In this section: