Tenfold Vendor KB: https://www.tenfold.com/support-center

• Tenfold Customer Issue Escalation Workflow

• Tenfold Partner Escalation Process

I. Project Management:

Step 1: Tenfold_EvolveIP_Implementation_MOP (Phone System: Platform/Host) & OSSmosis 5: CRM Integrations Guide: (O5 instructions to apply Tenfold to Enterprise/Group and auto-generate Admin Credentials)

• These instructions are the primary internal Evolve IP resources in preparing the environment in the Tenfold Dashboard 

• Details on configuring the Evolve IP phone system and getting the customer’s dashboard active for the implementation.

• You will require an admin account ACTIVE in the Tenfold Partner portal to complete any changes (please reach out to ProdDev for access)

NOTE: Please ensure licenses are requested to the vendor (See HOW TO REQUEST TENFOLD LICENSE) instructions below. 

Step 2: Tenfold IP Addresses to Whitelist: https://www.tenfold.com/support-center/whitelist-ip-addresses 

This link points to the IP’s that require to be white-listed to seamlessly work with the Tenfold UI. If the users that this solution will be deployed to are in the office; then it’s a one-time update to be made by your IT admins.

However, if the traffic is successfully traversing without issue on the current network, an update might not be required.

Step 3: Documentation for CRM Admins (Client Facing) 

A. Salesforce:  Tenfold Admin Guide_Salesforce

• The Primary administrator for SFDC will need to review the Salesforce Requirements and Permissions_Tenfold
• If requested for Open CTI in Salesforce i.e. Tenfold lives ONLY resides in their Salesforce environment. Please provide this online link to CRM Admin: https://www.tenfold.com/support-center/admins-managers/getting-started/installing-embedded-ui-opencti

B. Other CRM's (MS Dynamics, Sugar CRM, Netsuite, ZenDesk, Bullhorn, Oracle Sales Cloud, ServiceNow) 

Please provide this guide: On-boarding Clients on Tenfold

II. REQUESTING TENFOLD LICENSES (updated Nov 2019)

• Please email Tenfold partner mailbox - partners@tenfold.com and CC' John Miller (johnm@evolveip.net)

  • ***NOTE: AUTHORIZED CONTACTS are documented below***

• Required fields:
  1. Email address (Evolve IP contact for ex. support@evolveip.net)
  2. What Organization is this for? (Organization name for ex. Trilogy Education Services).
  3. How many licenses are you requesting for the Organization? (Noted in the Priority 4 ticket submitted).
  4. What plan is the organization on? (Determined in the Invoice/Sales Order).

  5. Organization ID (Go to Tenfold Dashboard -> Admin (Drop-down) → Partner Portal →Login to customer dashboard →  Company Settings →  Company →  Organization ID)

  Please note: Resolution time to release licenses to the specified Dashboard is 1-3 business days. 

  

• Authorized contacts to request licenses to Tenfold Partner distro (partners@tenfold.com) 
• UC Implementation Team:

  • • Ben Markus bmarkus@evolveip.net

    • Kenneth Stringer kstringer@evolveip.net  

    • Thomas Reidinger treidinger@evolveip.net

Please note: Resolution time to release licenses to the specified Dashboard is 1-3 business days. 

III. Training:

Evolve IP Onboarding and Provisioning Training

Video walkthrough:  EvolveIP Onboarding and Provisioning Training.mp4 

IV. Private Label:

Partner Portal Management: Documentation on managing the partner portal for direct EIP customers and for Private Label customers (Child Partners).