Monitoring an extension in Cloud Connect is Tenfold’s way of receiving phone events from your on-premise PBX. Tenfold only subscribes to event metadata (e.g. ringing, connected, hangup events). Voice traffic remains on your secure network.
This article covers how to manage the extensions Tenfold is monitoring via our Cloud Connect integration.
To view a list of extensions and their status navigate to Equipment > Your Site Name (e.g. Tenfold Test) > Extensions.
You will now see a list of extensions and their current state. States you may see are
- On-hook: The extension is configured correctly in Cloud Connect Server and the agent is not currently on a call.
- Off-hook: The extension is configured correctly in Cloud Connect Server and the agent is currently on a call.
- Unknown: There is a problem monitoring the extension. If this is a small number of your extensions it likely indicates a configuration error for a few extensions. If the majority of your extensions are listed as unknown please contact firstname.lastname@example.org
When auto create is enabled Tenfold will attempt to retrieve a directory listing of extensions. If successful, Tenfold will automatically create these extensions for you.
Note: Each time you restart the PBX connection via Equipment > Telephone System page of Cloud Connect it will re-add all of your extensions.
Manually creating extensions can be performed on the extensions tab of Cloud Connect. Clicking add will allow you to add a single extension or range of extensions.
Disabling Extension Monitoring
You can disable the monitoring of each extension in the details of the extension on the Equipment > Telephone System page by selecting the extension and clicking edit. Alternatively, you may double-click the extension to launch the edit screen. Check the box labeled “Do not Monitor”.
Note: You may edit in bulk by using ctrl + click or shift + click
Removing an Extension
You can remove an extension on the Equipment > Telephone System page by selecting the extension and clicking Remove.
If you have auto create enabled the extension may reappear next time the service is restarted. In this scenario, disable monitoring of the extension as outlined earlier in this article.
Note: You may remove extensions in bulk by using ctrl + click or shift + click